A

PROJECT REPORT

ON

“TO STUDY THE CUSTOMER PERCEPTION

LEVEL ABOUT FLATS IN MULTISTORY
SOCIETIES OF PCMC AREA”

FOR
Home Hunt Property Solution

SUBMITTED TO SAVITRIBAI PHULE UNIVERSITY OF

PUNE
IN PARTIAL FULFILLMENT OF 2 YEARS FULL TIME
COURSE
MASTERS IN BUSINESS ADMINISTRATION (MBA)

SUBMITTED BY
SACHIN MAHESH SANKH
(BATCH 2018-20)

UNDER GUIDENCE OF
PROF.MAYURI YADAV

SKN Sinhgad School Of Business Management

Ambegaon, Pune- 411041

1
 INDEX

Sr. No. Topic Page No.

Executive theory

1 Introduction

2 Company Profile

3 Conceptual Background

4 Research Methodology

5 Data Analysis

6 Findings

7 Suggestion

8 Conclusion

9 Annexure

Bibliography

2
 EXECUTIVE SUMMARY

The aim of the study is to understand the level of customer perception about flats in

multistory societies of PCMC Area, Pune. This study will help us to get a better picture

as to what customers perceive about services and their awareness about the same.

The project incorporates taking feedback from flats owners to know their perception

level towards services provided by builders.

The sample was decided based on convincing sampling method. The responses were

recorded by conducting a survey with the help of a questionnaire.

The questionnaire has been designed in such a way so as to bring out the most accurate

data, which will enable the study to get the closest vicinity of its objectives. The data

collected from the survey has been appropriately analyzed and has been interpreted in a

meaningful way with the use of Microsoft Office Excel to offer some suggestions and

recommendations on improving performance.

3
CHAPTER : 1

4
 INTRODUCTION

To study the customer perception level about flats in multi storey societies is similar to
study the customer perception level towards real estate business. The multi storey
societies are also known as the legal arrangement for the right to occupy a dwelling in
some countries is known as the housing tenure. Types of housing tenure include owner
occupancy, tenancy, housing cooperative, condominiums (individually parceled
properties in a single building), public housing, squatting, and cohousing. The
occupants of a residence constitute a household.

Residences can be classified by, if, and how they are connected to
neighboring residences and land. Different types of housing tenure can be used for the
same physical type. For example, connected residents might be owned by a single
entity and leased out, or owned separately with an agreement covering the relationship
between units and common areas and concerns. We are going to study the customers
perception level about flats in multi storey societies of PCMC area, Pune . to identify
the what are the perceptions of flats owner , what are there behavior after purchasing
the property, and builder is able to fulfill their requirements.

Real estate firms are the growing business era in Pune. The real estate
agency market in the Pune-India is becoming more competitive than other businesses in
the study area. This is as a result of increasing number of real estate firms in the
metropolis city. There is a need for studies on how real estate agency can become more
advanced to face the increasing demand for real estate and customers perception to
render services that are consistent and of high value. However, little concern has been
shown for consumers’ expectation and perception issues in real estate agency in Pune-
India. Services as defined by Gronroos (1990) constitute an activity or series of
activities of more or less intangible nature that normally, but not necessarily, take place
in interactions between the customers and the service providers, which are provided as
solutions to customers ‘problems. Since services are meant to be solutions to
consumers’ problem, the wishes and desires of the consumer must be taken into
consideration.

5
2.1: MAJOR CATEGORIES IN INDIA

 Co-operative Housing Societies (CHS)

 Builder flats
 Independent Floors.

Apartment buildings (also known as residential properties)

Residential properties include everything from small apartments (five or more units) to
huge multi-story apartment buildings. What's great about investing in apartments is that
they're easy to find, banks love to lend on them, and they're great cash-flow generators.

6
OBJECTIVE :

Primary:

1. To understand the customer perception level about amenities provided by builder

2. To study the post purchasing behavior of customers

Secondary:

1. To categorize societies on the basis of facilities and amenities provided by

builders
2. To evaluate customers purchase experience based on expected value and
delivered value
3. To understand the real estate market in PCMC region
4. To study the trends and customer’s expectations.

SCOPE AND LIMITATION :

7
1. The activities were carried out only customer perception about Flats services.
2. The main purpose of the survey is to the customer perception level about flat
services.
3. To identify the service provided by the builder.
4. The project carried only for two months.
5. The information given by the customers is only for there perception level about
flats.
6. The project is only limited for the PCMC area.

8
CHAPTER : 2

9
 COMPANY PROFILE

COMPANY NAME : HOME HUNT PROPERTY SOLUTION.

ABOUT COMPANY: Home Hunt Property Solution is real estate marketing

company. It was established in 2017 by Balaram Naik keeping in mind to provide
excellent and par services to the customers.

Home Hunt Property Solution. is a real estate marketing company. We offer

complete information and best services for real estate investment across a wide range of
product types including residential & commercial.

Operating Since: 2017

Dealing in: Rent/Lease and Sale/Purchase of Office Spaces, Apartments / Flats, Shops

Company location:
 Pune
 Wakad
 Pashan
 Balewadi
 Punawale
 Pirangut
 Ravet

Company Address:

C – 701, The Nook, Near Bhumkar Chowk, Tathawade, Pune 411033.

Home Hunt Property Solution is a leading provider of Knowledge Process Outsourcing

(KPO) services with more than years of experience in serving Fortune 500 clients
across the globe. Azure is globally recognized and respected for its capabilities and
experience in providing outsourcing services related to Market Research, Customer
Interaction Services and Transaction Processing.

10
  Multilingual staff interacting with respondents/customers across more than 105
countries in 24 international languages

2.1 STRENGTHS:

What clients appreciate about Home Hunt Property Solution is:

 Its Process Oriented approach in providing services by meticulously planning

the workflow and support systems
 Setting the right benchmarks for quality and delivery
 Using technology as a backbone to provide faster, better and cost-effective
services to clients.

Client Extension Teams:

 Dedicated teams trained on client industry, organization and processes
 Client involvement in team member selection, orientation and induction
 Secured VPN connectivity between client

Service Quality Assurance:

 Process oriented approach

 Systems driven operations and delivery model
 Focus on continuous training and improvement
 Intelligent reuse of data and respondent/customer history to increase
11
 effectiveness of future transactions
 Knowledge Portal for each process with incentives for submission and usage of
knowledge assets
 Standard Operating Procedures (SOPs) defined and put in place for each
process

Transparency:

 Real-time Reporting of data/statistics with graphs and charts available to Client

on any computing/mobile device
 Facility for Live Monitoring of associates by Client using their regular
phone/mobile device from anywhere in the world
 Single Point of Contact (SPOC) available for client during client specified
business hours for updates, action implementation, status/performance
discussion, issue resolution.

Business Continuity:

 1:3 redundancy on voice and data connectivity including carrier redundancy

 1:2 redundancy on all technological equipment to ensure 99.98% uptime
 Well defined and documented Disaster Recovery Plan (DRP)
 Strong financial health and backing by investors

2.2 MISSION AND VALUES:

"To ENABLE our clients to effectively COMPETE AND WIN by constantly

DELIVERING VALUE through KNOWLEDGE and INNOVATION "

Azure envisions being a company owned, managed and shared by Azoreans.

SPIRIT:
Azureians shall always work with a positive spirit and an attitude of getting things done

PROCESS ORIENTATION:

12
All activities undertaken by Azoreans will be based on processes that are defined,
documented, continuously monitored and improved.

RESPONSIVENESS:
High responsiveness to the needs and expectations of all stakeholders.

INTEGRITY:
Integrity in interactions and dealings with all stakeholders including clients, vendors,
other Azureians and the society.

TRANSPARENCY:
Transparency and fairness across all transactions and decisions.

EFFECTIVE USE OF TECHNOLOGY:

Use Azure’s strength in IT effectively to delight clients and maximize returns for them.

INDUSTRIAL SUMMERY :

Indian Real Estate Industry Analysis

The Indian construction market is expected to be the world's third largest by 2020. The
market is expected to more than double to US$ 649.5 billion by 2020 from US$ 360
billion in 2010. It is currently the fourth-largest sector in the country in terms of foreign
direct investment (FDI) inflows. FDI in the sector is estimated to grow to US$ 25
billion in 10 years.
Real estate contributed about 6.3 per cent to India's gross domestic product (GDP) in
2013. The market size of the sector is expected to increase at a compound annual
growth rate (CAGR) of 11.2 per cent during FY 2008-2020 to touch US$ 180 billion by
2020.
The Government of India has allocated US$ 1.3 billion for Rural Housing Fund in the
Union Budget 2014-15. It also allocated US$ 0.7 billion for National Housing Bank
(NHB) to increase the flow of cheaper credit for affordable housing for urban poor. The
government has allowed FDI of up to 100 per cent in development projects for
townships and settlements.
13
The entry of major private players in the education sector has created vast opportunities
for the real estate sector. Emergence of nuclear families and growing urbanization have
given rise to several townships that are developed to take care of the elderly. A number
of senior citizen housing projects have been planned, and the segment is expected to
grow significantly in future. Growth in the number of tourists has resulted in demand
for service apartments. This demand is likely to be on the uptrend and presents
opportunities for the unorganized sector.

RESIDENTIAL SECTOR:

• It is a fragmented market with fewer players and has demand of more than
300000 units in seven major cities of India.

• Major categories of houses in India are:

 Co-operative Housing Societies (CHS)

 Condominiums (row houses)

 Builder flats

 Chawls

 Villas

 Kothis

FACTS ABOUT RESIDENTIAL PROPERTY:

• Residential property prices have breached affordability limits in cities like

Mumbai.

• Nevertheless, developers will have to factor in the ground realities of the

business while debating the lowering of prices to catalyze sales in 2013.

14
 • Obtaining the 57-odd permissions to begin construction of a project can take as
much as two years. During this time, the cost of acquisition or even just holding
the land for a project rises.

• Builders are already beset with the increased costs of license costs and cost of
construction.

• However, it became evident in 2012 that homes are not selling at the current
price points, and developers do need to re-calibrate their bottom lines while still
remaining viable as businesses.

• The only way to catalyze healthier sales at this point is offering buyers tangible
financial relief.

• It is seen that drastic trimming of frills in projects are done to make them more
marketable from a pricing point of view, and innovative payment schemes.

• Developers will also offer buyers attractive pre-launch benefits in a bid to

accelerate sales momentum in the initial months following a launch.

• Although most of the cities of India will see an increase in residential launches
in 2013, the southern cities of Bangalore and Chennai will witness a decline in
launches as compared to 2012YTD

2.3: PUNE METROPOLITAN REGION (MMR)

Situated to the north-east of Pune, Than was the host to India’s first ever train
connectivity route. Pune has undergone a makeover from being an industrial town with
affordable residential housing to a now-favored IT and relatively up market residential
destination. Various infrastructural initiatives by the government executed under the

15
aegis of the nodal development authority, Pune Municipal Corporation (TMC), have
greatly enhanced the connectivity of Pune to the prime business hubs of Pune.

PRESENT SCENARIO OF REAL ESTATE:

Currently, about 5 per cent of India’s GDP is contributed by the housing sector. The
GDP share of the real estate sector (including ownership of dwellings) along with
business services was 10.6per cent in 2010-11. After growing at 10.4 per cent in 2008-
09, the rate of growth of this sector has decelerated to 7.8 per cent in 2009-10 and
further to 6.9 per cent in 2010-11. Estimates show that for every rupee that is invested
in housing and construction, 0.78 paisa gets added to GDP.

Housing ranks fourth in terms of the multiplier effect on the economy

and third amongst 14 major industries in terms of total linkage effect according to
Economic Survey 2011-12.Demand for real estate is expected to grow at a compound
annual growth rate (CAGR) of 19percent between 2010 and 2014 Tier 1 metropolitan
cities are projected to account for about 40percent of this. Growing requirements of
space from sectors such as education, healthcare and tourism provide opportunities in
the real estate sector. With institutional credit for housing investment growing at a
CAGR of about 18 to 20 per cent per annum in the next three-five years, the housing
sector’s contribution to GDP is likely to increase to 6 per cent. While India is among
the top countries in terms of housing and work space needs, it ranks 181st in
construction permission processes according to the World Bank’s Doing Business 2012

16
CHAPTER : 3

17
CONCEPTUAL BACKGROUND

PROJECT INFORMATION:

To study the customer perception level about flats in multistory societies in PCMC,
pune. The basics objectives are to study the perception level of customers , study about
their post purchasing behavior, study about the amenities provided by builders and the
service provider. Azure knowledge corporation is deals with the three sector
BPO/KPO/ and MARKET RESEARCH. During this summer internship i have studied
the perception level of customers towards real estate business. I have collected data
from flats owners from societies of pcmc area. To know the post purchasing behavior
of flats owner , are they satisfied or not, builders are able to fulfill their needs and
customers expectation.

WHY ORGANISATION FOCUS ON CUSTOMER SATISFATION

Businesses monitor customer perception in order to determine how to increase their

customer base, customer loyalty, revenue, profits, market share and survival. Although
greater profit is the primary driver, exemplary businesses focus on the customer and
his/her experience with the organization. They work to make their customers happy and
see customer perception as the key to survival and profit. Customer perception in turn
hinges on the quality and effects of their experiences and the goods or services they
receive.

CUSTOMER PERCEPTION
A company should always try to keep every customer happy. It is not enough getting
the offered product right, there is so much more to customer perception than the actual

18
core product. Loyal customers that keep coming back bring a lot of revenue to a
company with their repeat business. Even if you market your company in a way that a
lot of new people come to check the business out and spend some money, a lot of work
still needs to be put down on the customer service etc to make the customers keep
coming back.
A satisfied customer is either a customer that gets what he expected or that gets his
expectations exceeded. The more customers a company can send away positively
amazed the better. Customers that get their expectations exceeded are usually happy
spreading the word about what great service they have received.
This also works the other way around, if a customer leaves unhappy, he will not
hesitate to voice his negative opinion and this might scare off possible future
customers.
Sometimes however it can be enough to keep customers within the zone of tolerance.
The zone of tolerance means that the customer gets good enough service to be fairly
satisfied. The zone of tolerance lies between what kind of service the customer actually
wants and what he is willing to accept. When a customer is within the zone of tolerance
he rarely goes out deliberately searching for a new service provider. However, if a
customer like this stumbles upon a better offer, he might not be so faithful.

3.1 Different methods of doing a customer perception research:

There are many ways to measure customer perception. You can study customer
perception by gathering either secondary or primary data. Secondary data is
information that you can get from e.g. libraries or the government. A company can also
have secondary data themselves if they have kept some information about their
customers or they have made some previous studies. Primary data is a lot more time-
consuming as it is done by collecting new information about a certain field through e.g.
conducting interviews, making people fill out questionnaires or through making
observations. To best measure customer perception it is good to have both secondary
and primary data. When collecting primary data there are two different techniques that
can be used.
Primary data can be collected by either doing qualitative or quantitative research.
When doing qualitative research you do not study a large number of customers, instead
you concentrate on getting as much information as possible from a smaller 16number
19
of customers. In-depth interviews face to face or by telephone can be used for
qualitative research. It is good to have some kind of a structure of what to ask the
customer, but here you also have the chance to react to the answers and ask the
customer to elaborate on his comments, leading into more insight.
When quantitative research is being carried out it is good to follow at least 50people in
order to get a reliable and realistic result. This kind of research is usually done with the
help of a questionnaire that can be left to fill out at a restaurant for example, it can be
mailed or e-mailed to customers, you can phone customers and interview them or you
can walk up to people asking them the questions and ticking their answers.

HONOR YOUR PROMISES

It's possible this is the most important point in this article. The simple message: when
you promise something, deliver. The most common example here is project delivery
dates. Clients don't like to be disappointed. Sometimes, something may not get done, or
you might miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors don't always deliver on time. In this case a
quick apology and assurance it'll be ready ASAP wouldn't go amiss.

MARKET SEGMENT
In recent years, the Industry has evolved from a highly fragmented and unorganized
Market into a Semi-organized Market. The sector can be divided into residential,
commercial, retail and hospitality asset classes.

3.2 RESIDENTIAL SECTOR IN REAL ESTATE:

Residential demand is the mainstay of the Indian real estate sector. The major demand
drivers for the residential market include increasing disposable income levels, increase
in the number of nuclear families / households, tax savings on home mortgage products
as well as real estate being considered a “necessary” investment. Demand for houses
increased considerably whilst supply of houses could not keep pace with demand
thereby leading to a steep rise in residential capital values especially in urban areas.
Broadly, residential real estate industry can be divided into four growth phases:-
Phase I (2001-2005) was an initial growth phase with stabilizing residential real estate
prices following the global recovery post the “dot com” bust and 9/11 terrorist attacks
in New York. At the same time, there was steady growth in Indian economic activity,
20
noteworthy recovery in IT/ITES industry, growing urbanization and a rising trend
towards nuclear families.
Phase II (2006-2008) was a high growth phase where high demand for residential real
estate led to doubling of housing prices. Demand rapidly increased due to India’s
growing population, accentuated urbanization, rising disposable incomes, rapidly
growing middle class and youth population, low interest rates, fiscal incentives on
interest and principal payment for housing loans and heightened customer expectations.
Phase III (2009-2010) witnessed substantial slowdown and part recovery in demand
because of the global economic downturn, which led to a decline in affordability and
tight liquidity. The retreat of various real estate investors, accompanied by slowdown in
the capital markets, has resulted in over supply and falling prices.

Phase IV (2011-2014) is expected to remain a consolidation phase after slowdown.

Demand is expected to remain strong with capital values witnessing modest rise. This
period is expected to witness substantial supply of housing especially in urban areas. In
spite of the stupendous growth witnessed in the past 10 years, substantial housing
shortage is still prevalent in India. The housing shortage in India is estimated at
78.7million units at the end of Phase II. The overall housing shortage in India is likely
to decline to 75.5 million units by the end of Phase IV.
However, housing shortage in urban areas will continue to rise owing to migration
towards urban areas and increasing trend of nuclear families. Housing shortage in urban
areas is estimated at 19.3 million units at the end of 2008, up from 15.1 million units at
the start of 2005. Housing shortage in urban areas is likely to touch a walloping 21.7
million units by the end of 2014.
Rural areas, on the other hand, will witness a reduction in housing shortage due to
migration and conversion of kutcha houses into pucca houses. The government’s
continuous focus on improving the housing situation, especially for population below
poverty line, under schemes like Indira AwaasYojna, Rajeev Gandhi Aawaas Yojna,
Two Million Housing Programmers, is expected to reduce housing shortage in rural
areas. Rural housing shortage is expected to decline to 53.8 million units by 2013-14
from 59.4 million units at the end of 2008.

21
CHAPTER : 4

22
 RESEARCH METHODOLOGY

Introduction:

In this study I was supposed to find the satisfaction of customer that’s why I have opted
the conclusive method in my research for finding the conclusive.

“Research is a process of steps used to collect and analyze information to increase our
understanding of a topic or issue.” It consists of three steps: Pose a question, collect
data to answer the question, and present an answer to the question.

4.1.1 DESCRIPTIVE RESEARCH:

The description is used for frequencies, averages and other statistical calculation. Often
the best approach, prior to writing descriptive research, is to conduct a survey
investigation.

The problem statement enables the researcher to study the customer satisfaction level of
the existing customers of wisteria real vision estate properties ltd. The descriptive
research gives me an opportunity to interact to the respondent and take their valuable
feedback so as to improve the services provided by the company.

4.2 SCOPE OF STUDY:

This study helps the company to understand about the customers satisfaction for service
sector in societies of Wakad area and improve the builder and developers attention
towards their services.

4.2.1 RESEARCH INSTRUMENT:

23
The data for this research was collected by survey technique using questionnaire
method.

4.2.2 SAMPLING:

Sampling denotes only a part of the universe / population. The sample represents the
population and is having the same characterizing as the population. The sample unit is
the existing customer of the company.

4.3 DATA COLLECTION METHOD:

The data collection method for the study the researcher should keep in the mind the two
sources of data.

• Primary data

• Secondary data.

4.3.1 PRIMARY DATA COLLECTION:

It was a starched questionnaire the type and question were closed ended question. I
collected primary data from the questionnaire.

Filling up forms etc. is known as primary data. Primary data is the information that is
collected specifically for the purpose of research project.

4.3.2 SECONDARY DATA COLLECTION:

The data which has been collected from previous record is known as secondary data.

Source for collecting secondary data

 Company brochure
 Company website

24
CHAPTER : 5

25
DATA ANALYSIS:

Question No: 5.1. Satisfaction with the location of society.

Table No: 5.1

Particular No. Of Respondent Percentage

Strongly satisfied 24 48%

Satisfied 11 22%

Neutral 4 8%

Dissatisfied 7 14%

Strongly dissatisfied 4 8%

Total 50 100%

Strongly
Dis- Dissatisfied
satis- 8%
fied
14%
Neu-
tral
8% Strongly satisfied
48%

Satis-
fied
22%

Description of the Pie chart:

 70% respondents are satisfied with location.

 8% respondents are neutral with location.

 22% respondents are unsatisfied with location of society.

26
Question No: 5.2. satisfaction with the promises fulfilled by builder.

Table No: 5.2

Particular No. Of Respondent Percentage

Strongly satisfied 19 38%

Satisfied 13 26%

Neutral 9 18%

Dissatisfied 6 12%

Strongly dissatisfied 3 6%

Total 50 100%

Strongly dissatisfied
6%
Dissatis-
fied
12%
Strongly satisfied
Neutral 38%
18%

Satisfied
26%

Description of the Pie chart:

 64% respondents are satisfied with promises fulfilled by builder.

 18% respondents are neutral with promises fulfilled by builder.

 18% respondents are unsatisfied with promises fulfilled by builder.

27
Question No: 5.3. Satisfaction with the price.

Table No: 5.3

Particular No. Of Respondent Percentage

Strongly satisfied 23 46%

Satisfied 13 26%

Neutral 4 8%

Dissatisfied 7 14%

Strongly dissatisfied 3 6%

Total 50 100%

Strongly
Dis- dissatisfied
satis- 6%
fied
14%

Neu-
tral Strongly satisfied
8% 46%

Satis-
fied
26%

Description of the Pie chart:

 72% respondents are satisfied with price.

 8% respondents are neutral with price.

 20% respondents are unsatisfied with price.

28
Question No: 5.4. Satisfaction with the following external facility.

1. Garden

Table No: 5.4.1

Particular No. Of Respondent Percentage

Strongly satisfied 29 58%

Satisfied 11 22%

Neutral 6 12%

Dissatisfied 3 6%

Strongly dissatisfied 1 2%

Total 50 100%

Strongly
dissatisfied
Dissatisfied 2%
Neu- 6%
tral
12%

Strongly satisfied
58%

Satis-
fied
22%

Description of the Pie chart:

 80% respondents are satisfied with garden.

 12% respondents are neutral with garden.

 8% respondents are unsatisfied with garden.

29
 2. Swimming pool:

Table No: 5.4.2

Particular No. Of Respondent Percentage

Strongly satisfied 29 58%

Satisfied 11 22%

Neutral 6 12%

Dissatisfied 4 8%

Strongly dissatisfied 0 0%

Total 50 100%

Dissatisfied
8%
Neutral
12%

Strongly
satisfied
Satisfied 58%
22%

Description of the Pie chart:

 80% respondents are satisfied with swimming pool.

 12% respondents are neutral with swimming pool.

 8% respondents are unsatisfied with swimming pool.

30
3. Gym facility

Table No: 5.4.3

Particular No. Of Respondent Percentage

Strongly satisfied 27 54%

Satisfied 12 24%

Neutral 7 14%

Dissatisfied 3 6%

Strongly dissatisfied 1 2%

Total 50 100%

Dissatisfied
6% Strongly Dissatisfied
2%

Neutral
14%
Strongly sat-
isfied
54%

Satisfied
24%

Description of the Pie chart:

 78% respondents are satisfied with gym facility provided by builder.

 14% respondents are neutral with gym facility provided by builder.

 8% respondents are unsatisfied with gym facility provided by builder.

31
 4. Children’s park

Table No: 5.4.4

Particular No. Of Respondent Percentage

Strongly Satisfied 26 52%

Satisfied 13 26%

Neutral 7 14%

Dissatisfied 3 6%

Strongly dissatisfied 1 2%

Total 50 100%

Dissatisfied
6% Strongly dissatisfied
2%
Neutral
14%

Strongly
Satisfied Satisfied
26% 52%

Description of the Pie chart:

 78% respondents are satisfied with children’s park.

 14% respondents are neutral with children’s park.

 8% respondents are unsatisfied with children’s park.

32
 5. Club house

Table No: 5.4.5

Particular No. Of Respondent Percentage

Strongly Satisfied 19 38%

Satisfied 9 18%

Neutral 13 26%

Dissatisfied 7 14%

Strongly dissatisfied 2 4%

Total 50 100%

Strongly
Dissatisfied
4%
Dssatisfied
14%
Strongly
Satisfied
38%

Neutral Satisfied
26% 18%

Description of the Pie chart:

 56% respondents are satisfied with club house.

 26% respondents are neutral with club house.

 18% respondents are unsatisfied with club house.

33
Question No: 5.6. Satisfaction with internal facility.

1. Electric and sanatoria fitting

Table No: 5.6.1

Particular No. Of Respondent Percentage

Strongly Satisfied 27 54%

Satisfied 19 38%

Neutral 3 6%

Dissatisfied 1 2%

Strongly dissatisfied 0 0%

Total 50 100%

Dissatisfied
2%

Neutral
6%

Satis-
fied
38% Strongly Satisfied
54%

Description of the Pie chart:

 92% respondents are satisfied with electric and sanatoria fitting.

 6% respondents are neutral with electric and sanatoria fitting.

 2% respondents are unsatisfied with electric and sanatoria fitting.

34
 2. Water availability

Table No: 5.6.2

Particular No. Of Respondent Percentage

Strongly Satisfied 22 44%

Satisfied 13 26%

Neutral 11 22%

Dissatisfied 3 6%

Strongly dissatisfied 1 2%

Total 50 100%

Dissatis- Strongly
fied Dissatisfied
6% 2%

Neutral Strongly Satisfied

22% 44%

Satisfied
26%

Description of the Pie chart:

 70% respondents are satisfied with water availability.

 22% respondents are neutral with water availability.

 8% respondents are unsatisfied with water availability.

3. Construction quality
35
Table No: 5.6.3

Particular No. Of Respondent Percentage

Strongly Satisfied 14 28%

Satisfied 23 46%

Neutral 9 18%

Dissatisfied 3 6%

Strongly dissatisfied 1 2%

Total 50 100%

Dissatisfied
6% Strongly Dissatisfied
2%
Neu-
tral Strongl
18% y
Satis-
fied
46%

Satis-
fied
28%

Description of the Pie chart:

 74% respondents are satisfied with construction quality.

 18% respondents are neutral with construction quality.

 8% respondents are unsatisfied with construction quality.

4. Lift condition

Table No: 5.6.4

36
 Particular No. Of Respondent Percentage

Strongly Satisfied 7 14%

Satisfied 9 18%

Neutral 16 32%

Dissatisfied 11 22%

Strongly dissatisfied 7 14%

Total 50 100%

Strongly Strongly
Dissatis- Satisfied
fied 14%
14%
Dissatis-
fied
22% Satisfied
18%

Neutral
32%

Description of the Pie chart:

 32% respondents are satisfied with lift condition.

 32% respondents are neutral with lift condition.

 36% respondents are unsatisfied with condition.

5. Parking space

Table No: 5.6.5

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 Particular No. Of Respondent Percentage

Strongly Satisfied 13 26%

Satisfied 29 58%

Neutral 7 14%

Dissatisfied 1 2%

Strongly dissatisfied 0 0%

Total 50 100%

Dissatisfied
Neu- 2%
tral
14%

Strongly Satisfied
58%
Satis-
fied
26%

Description of the Pie chart:

 84% respondents are satisfied with parking space.

 14% respondents are neutral with parking space.

 2% respondents are unsatisfied with parking space.

Question No: 5.7. Overall satisfaction level from the service provider by builder.

Table No: 5.7

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 Particular No. Of Respondent Percentage

Strongly Satisfied 19 38%

Satisfied 13 26%

Neutral 9 18%

Dissatisfied 5 10%

Strongly dissatisfied 4 8%

Total 50 100%

Strongly dissatisfied
Dissatis- 8%
fied
10%
Neutral Strongly Satisfied
18% 38%

Satisfied
26%

Description of the Pie chart:

 64% respondents are satisfied with overall facility provided by builder.

 18% respondents are neutral with overall facility provided by builder.

 18% respondents are unsatisfied with overall facility provided by builder.

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 CHAPTER: 6

FINDINGS :

Observation for various services and facilities provided by builder:

40
Amenities:

1. It observed that 70% respondents are satisfied with location of society.

2. It is observed that, 64% respondent are satisfied with promises fulfilled by
builder.
3. It is observed that, 72% respondent are satisfied with price.
4. It is observed that, 80% respondent are satisfied with external facilities garden.
5. It is observed that, 80% respondent are satisfied with swimming pool.
6. It is observed that, 78% respondent are satisfied with gym.
7. It is observed that, 78% respondent are satisfied with children’s park.
8. It is observed that, 56% respondent are satisfied with club house.
9. It is observed that, 92% respondent are satisfied with internal facilities electric
and sanatoria fitting.
10. It is observed that, 70% respondent are satisfied with water availability.
11. It is observed that, 74% respondent are satisfied with construction quality.
12. It is observed that, 32% respondent are satisfied with lift condition.
13. It is observed that, 84% respondent are satisfied with parking space.
14. It is observed that, 64% respondent are satisfied with overall satisfied.

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 CHAPTER: 7

SUGGESTIONS

42
Though people are satisfied there is large scope for various services providers to

improve services in different areas. Builders need to take initiatives to improve and

provide numerous facilities in multi-story apartments. Due to increase in population,

area gets congested and large number of service are needed by the people and if service

are available to them at their doorstep they are will be more than happy which will

ultimately benefit the developer:

 Builder should provide amenities for better customer satisfaction.

 Builder should provide fire fighting system within societies and emergency

exist which should be working mode. Ideally these facility are provided just for

the sake of it. Hence fire drills can be carried out so that residents overcome

such panic situations.

 Builder should provide park or lawns for functions.

 Builder should provide eco-friendly services like solar water, water harvesting,

waste dumping, recycled water, etc.

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 CHAPTER: 8

CONCLUSIONS :-

44
After conducting research for Service provided by builders of PCMC area, Maximum

number of respondents are satisfied with service and facilities provide by builders in

various factor. Like, amenities, security, hygiene and other facilities we came to know

different needs of consumers, their valuable suggestions, responses to the different

questions. With this information we can conclude that customers are satisfied by

services provided by the builders. The research gives an exemplary insight of the

performance of the company.

The table depicts below mentions the customer perception level towards their overall

experience with the service provided by builders.

Through the data analysis we can conclude that, the builders are able to fulfill their

promises regarding the service.

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CHAPTER: 9

ANNEXURE
46
QUESTIONNAIRE :

1. How would you rate with the location of society?

a) Strongly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Strongly dissatisfied

2. How would you rate with promises fulfilled by builder?

a) Strongly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Strongly dissatisfied

3. How would you rate with price?

a) Strongly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Strongly dissatisfied

4. How would you rate with the following external facilities?

47
 Factor Strongly Satisfied Neutral Dissatisfied Strongly
satisfied dissatisfied
1. Garden

2. Swimming pool

3. Gym

4. Children’s park

5. Club house

5. How would you rate with the following internal facilities?

Factor Strongly Satisfied Neutral Dissatisfied Strongly

satisfied dissatisfied
1. Electric &
sanatory fitting
2. Water availability

3. Construction
quality
4. Lift condition

5. Parking space

6. Rate overall satisfaction level from the services provided by builder?

a) Strongly satisfied
48
 b) Satisfied
c) Neutral
d) Dissatisfied
e) Strongly dissatisfied

Thank you!!

BIBLIOGRAPHY :
49
1. Barnes, James G. 2000. Secrets of Customer Relationship Management : It's All

about How You Make Them Feel. McGraw-Hill.

2. “CUSTOMER PERCEPTION IN 7 STEPS” Article by Adrian Thompson.

3. Philip Kotler, Principles of Marketing, Sultan Chand and Company Ltd., New

Delhi, 2002.

4. Gerson, Richard, 1993. Measuring customer perception: A guide to managing

quality service. Course Technology Crisp.

Kothari C.R., Research Methodology, WishwaPrakashan, New Delhi,

1985(Reprint 2003).

Websites:

 www.google.com

 www.wikipedia.com

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