SUMMER INTERNSHIP PROJECT REPORT

ON

“A STUDY ON CUSTOMER SATISFACTION AT SKILLVERTEX”

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIRMENTS FOR THE

MASTER’S DEGREE IN BUSINESS ADMINISTRATION

OF

CHANDIGARH UNIVERSITY, GHARUAN, MOHALI

SUBMITTED TO

INTERNAL GUIDE COMPANY GUIDE

Name: Mr. Bikram Paul Singh Lehri Name: Anmol Khurana

Designation: Assistant Professor Designation: Finance Trainer

Chandigarh University Company Name: SkillVertex

Gharuan, Mohali Location: Bangalore

SUBMITTED BY:

NAME: Neha Singh

UID: 21MBA3499

CHANDIGARH UNIVERSITY, GHARUAN, MOHALI

BATCH 2021-2023

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 ACKNOWLEDGEMENT

I hereby do solemnly acknowledge that I have taken my sincerest efforts in this project. However, it

would not have been possible without the support and help of many individuals and organizations

indulged along the way. I would like to extend my sincere thanks to all of them.

I am highly indebted to Mr. Bikram Paul Singh Lehri for his guidance and the constant supervision

as well as for providing all the necessary information to me regarding the project and also for the

support in completing the project.

I would like to express my sincere gratitude towards my parents, friends & members of SkillVertex

for their kind co-operation and encouragement which help me in completion of this project.

I would also like to express my special gratitude and thanks to the industry persons for giving me

such kind attention and time. My thanks and appreciations also go to all of my colleague who

formed a part in developing the project and the people who have willingly helped me out with their

special abilities.

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 CERTIFICATE (by the Supervisor/ Guide)

I have the pleasure in certifying that Neha Singh is a bonafide student of IInd Semester of the

Master’s Degree in Business Administration (Batch 2021-2023), of Chandigarh University,

Gharuan, Mohali, Punjab with UID No. 21MBA3499

She has completed his/her project work “A Study on Customer Satisfaction At Skillvertex” under

my guidance.

I certify that this is his/her original effort & has not been copied from any other source. This project

has also not been submitted in any other institute / University for the purpose of award of any

Degree.

This Project fulfils the requirement of the curriculum prescribed by this university for the said

course. I recommend this project work for evaluation & consideration for the award of Degree to the

student.

Signature :___________

Name of the Guide: Mr. Bikram Paul Singh Lehri

Designation : Assistant Professor

Date : ___________

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 EXECUTIVE SUMMARY

The core objective of the internship is to fulfill the requirement of the MBA program as prescribed

by Chandigarh University. An intern has to prepare project report at the end of the internship period

but the main objective of the internship is to get hands-on experience of the real-world organization.

The internship was completed with the objective of getting practical knowledge in the Finance

department of Learning and training. The first course of learning during my training was to know the

basics of Finance. Secondly, I learnt about corporate finance as well as about treasury. As an intern,

I realized that I was successful to gather a lot of significant learning experiences which would be

helpful in my future career. The Finance department of SkillVertex offered me ample space and

opportunities, not only to learn but also to exhibit my skills as a finance team member. I could use

my theoretical knowledge of Finance in real practice while participating in many discussions. I was

actively involved in the department meetings where I shared my knowledge and views regarding the

performance in Finance department of SkillVertex.

I also attempted to gather more information on basic job functions of other departments to have

better understanding of the relation between them and the Finance department. It was commendable

to see how wholeheartedly they welcomed, acknowledged, and appreciated new ideas and

knowledge. I have provided few recommendations based upon my understanding and knowledge. I

successfully completed all the assigned duties and handed them over to the supervisor at the end of

the internship. I thoroughly enjoyed the challenges that came along every single day. I could also

bring some minor improvisations during my internship which were able to leave their marks. These

lessons that I have learned will be valuable for my future endeavours as well.

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 Table of Contents

ACKNOWLEDGEMENT

EXECUTIVE SUMMARY

Chapter 1: Introduction 8

Chapter 2: Literature Review 22

Chapter 3: Research Methodology 26

Chapter 4: Findings & Interpretations 30

Chapter 5: Conclusions and Recommendations 65

Bibliography and references

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 Introduction

Established in March, 2021, it is a growing ed-tech platform that focuses mainly to upskill the youth

of today through different programs made available online. In addition to linking to the requirements

and evolving industrial technology, Skill Vertex places a strong emphasis on the needs and goals of

the individual. It is a Bangalore based company.

WHAT IT OFFERS FOR GROWTH:

1. Industry-oriented learning: They provide programs and curriculums which is of

current industry requirements.

2. Best Career Guidance: Makes real-time projects, practical learning experience,

and best preparation of mock interviews.

Personality Development: They focus on students’ personality development for their better career

opportunities

 It is a place where the skills are developed through individualized mentoring.

 Done by business experts who help students become skilled practitioners in their

fields and offer career counseling as well as personal development.

What it offers:

1. 650+ Hours of learning per month

Study on laptop or mobile

Live or recorded video lectures

Dedicated mentoring

2. More than 450 projects with hands-on experience

Make what you envision

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 It is a place where the skills are developed through individualized mentoring

What it offers:

3. 650+ Hours of learning per month

Study on laptop or mobile

Live or recorded video lectures

Dedicated

Project experiences

Enhancement of your career

4. 28+ Domains to study

Learning one-to-one

Lifetime access to LMS

Programs developed by professionals

5. 50+ expert instructors are available.

30+ total courses

20k happy students

96% satisfaction rate

POPULAR ONLINE COURSES:

1. DATA SCIENCE:

 This course provides the most up-to-date tools and knowledge, such as open-

source tools and libraries, Python, databases, SQL.

2. MACHINE LEARNING:

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  The most efficient machine learning techniques will be covered in this course,

and you'll experience using them to your advantage.

 More importantly, you'll obtain the practical knowledge required.

3. FINANCE:

 With the help of this course, you will be able to direct the strategic financial

decisions made by businesses, allocate resources, control cash flow, set long-term

objectives that will help the firm expand, and comprehend the time worth of

Money.

4. FULL STACK WEB DEVELOPMENT:

 You will learn the fundamental tools that any web page coder needs to be

familiar with in this course.

 Starting from scratch, we'll discover how to use HTML and CSS to build

contemporary websites.

5. DIGITAL MARKETING:

 Industry-grade content in SEO, Web Analytics, PPC, and Social Media

Marketing is taught practically through hands-on projects.

 The training can take on an entirely new dimension when students choose to

participate in mentor-guided sessions led by professionals in the field.

6. PYTHON:

 You will become an expert in Python programming for Django Framework web

development after taking this course.

 You will get In-Depth Practical Exposure in Python Libraries for Data Analysis

and Data visualization with Real-World Projects, including Pandas, matplotlib, scipy,

numpy, PyGTK, SymPy, Flask, PyTorch, and nose.

 Learn Python from beginner level to advanced level for finance, geo analysis,
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 data science, web scraping, machine learning, artificial intelligence, & deep learning.

WHAT IT OFFERS FOR GROWTH:

3. Industry-oriented learning: They provide programs and curriculums which is of

current industry requirements.

4. Best Career Guidance: Makes real-time projects, practical learning experience,

and best preparation of mock interviews.

5. Personality Development: They focus on students’ personality development for

their better career opportunities.

ANALYSIS:

We discuss the most recent developments in India's Edtech sector, whose explosive growth

has been accelerated by Covid-19 disruptions.

 India will have seven unicorns in the ed-tech sector as of June 2022.

 The estimated future value of the Indian Edtech sector is $30 billion, supported

by rapidly digitizing markets and uncertainty related to the epidemic.

 Under the automatic route of approval, India allows 100 percent FDI in the

education sector.

Due to limits brought on by pandemics, e-reach learning is expanding as it becomes more and more

popular.

 Business analysts predict that as a result, India's own education technology

(Edtech) sector would grow to be a US$30 billion industry over the following ten

years.

 Unleashing EdTech Potential in India, a report by RBSA Advisor claims that the

government's supportive policies will help the Indian Edtech sector flourish as a

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 result of rising demand and improving business models.

 By acknowledging the importance of technology in education, the New

Education Policy, 2020 has also given the Edtech industry policy momentum.

According to estimates, education spending in India is income inelastic at 0.93 compared to other

expenditures, meaning that Indians are more likely to spend money on education regardless of their

level of wealth.

 A National Sample Survey (NSS) on Household Social Consumption also

revealed that between 2014 and 2018, out-of-pocket spending on schooling increased

by 26%.

Industry reports claim that since FY 2018, the combined income of Indian Edtech firms has

doubled, and this trend is only predicted to increase.

 The Indian Edtech market offers enormous prospects for foreign investors due to

the exponential growth in the number of paying Edtech users (which KPMG projects

will reach 37 million by 2025).

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 PROBLEM IDENTIFICATION

CHALLENGES TO SKILL VERTEX & CUSTOMER SATISFACTION

There are many ed-tech companies that are providing online certifications and skill

development programs.

Online certification:

 The main element influencing the growth of online professional education is

employability.

 Professionals take classes in big data, project management, mobile app

development, cloud computing, and digital marketing, among other topics.

 Coursera, upGrad, Eruditus, Simplilearn, Jigsaw Academy, etc. are some of the

well-known Indian players in this market.

Skill Development:

 Edtech businesses are making it possible for gig economy workers and those in

entry-level technological professions to enhance their skills more quickly, further

upskill, and reskill.

 They are also updating engineers and software developers on the most recent and

widely used technology.

 Disprz, InterviewBit, Quizizz, Edureka, and Crio are significant participants in

this market.

As there are already so many big ed-tech companies acquired their feet in the market, it’s

going to be a tough task for skill vertex to remain in this market.

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 MINOR PROJECT: Financial Management Decisions

As you might imagine, managing a business must include making thousands of decisions

each day. Financing Decisions are the decisions that must be made about the capital

structure.

Financial Decisions:

 If we thoroughly examine what makes up a firm, we will find that money and

decision are the only two factors that matter.

 A business cannot exist without money, and money cannot exist without

decisions.

 Throughout the course of a corporation, an administration must make

innumerable judgments.

 Thus, the ones that concern money are the most significant. "Financing

Decisions" refers to financial decisions.

Financial managers must choose between three options:

Decisions involving:

1. Investments

2. Financing

3. Dividends

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Investment Decisions

These are additionally referred to as capital budgeting choices. Because a company's resources and

assets are scarce, they must be used to the fullest extent possible.

 To achieve the maximum possible returns, a company should choose its

investment locations carefully.

 This choice has to do with how carefully the corporations will choose the assets

in which to invest their capital.

 The company invests its money in buying current and fixed assets. Capital

budgeting decisions are those that are made in relation to fixed assets.

Investment Decision-Relating Factors

Venture cash flow:

 When a company launches a venture, it makes a significant initial financial

investment.

 Even yet, the organization anticipates needing at least a small amount of revenue

to cover daily costs.

 Therefore, the venture needs some consistent cash flow to support it.

Profits:

Generating money and, more importantly, profits are the fundamental requirements for establishing

any business.

 The rate of return a venture will provide for the organization in the form of profit

is the most important factor in picking it.

 For instance, if a venture receives a 10 percent return while a venture receives a

Investment Criteria:

A firm has access to many Capital Budgeting techniques that can be used to evaluate various

investment proposals.

 These are mostly based on estimates of the investment amount, interest rates,

cash flows, and rate of return related to proposals.

 To select the best investment proposal, several processes are used to the bids.

Financing Decisions:

Making informed decisions regarding when, where, and how a corporation should acquire funds

requires sound financial judgment.

 Because a company typically benefits the greatest when the market value of its

share increases, which not only signals the firm's growth but also increases investor wealth.

 As a result, this has to do with how the company's capital structure is made up of

different securities.

Factors affecting Financing Decisions:

Cost:

 Allocating funds and reducing costs are the main factors in financing decisions.

 The price of raising money from different sources varies greatly. It is best to

choose the source with the lowest cost.

Risk:

 Starting a business with money from different sources has different risks.

 The danger associated with borrowed money is more than it is with stock money.

 One of the key factors in funding decisions is this risk evaluation.

 The company's consistent daily earnings are known as cash flow.

 Investors are encouraged or dissuaded from investing in a firm depending on the

cash flow situation.

Control:

 When existing investors need to maintain control over the company, financing

can be raised through borrowing money.

 However, if they are willing to give up control of the company, stock can be

used to raise money.

 One of the key financial issues is how much control to cede.

Market state:

 Financial decisions are heavily influenced by the market state.

 The majority of equity issues occur during boom times, but during a slump, a

company will need to use debt.

 These decisions are a crucial part of financing decisions.

Dividend Decisions:

 Decisions about dividends are related to how the organization distributes its

income.

 The main choices include keeping the earnings profit or distributing it to the

shareholders.

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Factors Affecting Dividend Decisions:

Earnings:

 Both current and prior income is used to pay investor returns.

 As a result, earnings play a significant role in determining the dividend.

Dependability in Earnings:

 A company with higher and more consistent earnings has the ability to announce

bigger dividends than a company with lesser income.

Dividend balancing:

 Most of the time, businesses make an effort to balance out payouts per share.

 Every year, a stable dividend is paid.

 If the organization's earning potential has increased rather than just the income

for the current year, a modification is made.

Development Opportunity:

 Organizations that hold more cash from their income to fund their essential

investment have excellent development opportunities.

 In comparison to non-development corporations, the dividend announced by

expanding organizations is smaller.

Other Factors:

Cash Flow:

 Dividend payments represent a cash outflow.

 The company needs sufficient funds to pay the dividends, which come from

consistent cash flow.

 The administration must take the investors' preferences into consideration when

issuing dividends.

 Some shareholders demand dividend payments of at least a certain amount.

 The preferences of such investors should be taken into account by the

organizations.

Taxes:

 Compare the capital gains tax rate that is applied to an increase in share market

price with the tax rate on dividends.

 Dividends will be preferred by shareholders if the tax rate is lower, and vice

versa.

Stock market:

 In general, an increase in dividends benefits the stock market; nevertheless, a

decrease or no increase may have a negative impact.

 As a result, this should be considered while choosing dividends.

Access to capital markets:

 Large and well-regarded firms frequently have easy access to the capital market,

which allows them to rely less on retained earnings to fund their growth.

 In comparison to smaller firms, these ones typically pay bigger dividends.

Contractual and legal restrictions:

 On occasion, the lending party may impose terms and conditions on the future

payment of dividends when extending credit to a company.

 The organizations must ensure that the profit payout does not in any way violate
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 the loan agreement's provisions.

THEORATICAL BACKGROUND OF STUDY

The customer satisfaction, only a term which was used in the marketing. It is just a

measurements of how the products and the services which was provided by the company to

complete the customer’s expectations. Customer satisfaction, it defined as the number of

customers or percentage of the total customers who reported experience with firm, the

product or the service is exceeds specified satisfactions needs.

Marketing accountability standard boards given the definitions, purpose and construct of the

classes of measures that can come in the marketing as a part of its ongoing common

languages in marketing projects. To find the customer satisfaction for the services provided

by the SkillVertex, I choose descriptive methods for research and collected the details

provided by the examinees in the survey. I have taken sample size of 100 examinees by the

techniques of random sampling. Survey was conducted through preparing questionnaire in

which multiple choice questions was asked by the examinees. With this research I came to

know the customer’s majority were satisfied with the standard in the services provided by the

SkillVertex. There are problems of human power in the store. So the SkillVertex should focus

on that issue to maintain the customer satisfaction level. SkillVertex should improve the

strategies to improve the customer satisfaction and should have to increase its market value.

NEED OF CUSTOMER SATISFACTION

 Customer is the most important assets for every organization.

 Customers have a role directly and indirectly in the cashflow for the organization. The
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 satisfied customers will make their outstanding quickly which will increase the cash

flow.

BUSINESS TECHNIQUES OF CUSTOMER SATISFACTION

 By giving front line employees, who can respond quickly is one of the main customer

satisfaction techniques.

 The organization should retain their customers and also should be increase the

customers by giving after sales, like SMS, EMAILS etc.

 Try to maintain good attitude always while dealing with the customer.

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 CHAPTER 2: LITERATURE REVIEW

According to Richard Oliver (1995) “customer satisfaction is nothing but customer’s

response of fulfillment. Satisfaction is a judgment about any service feature or about the

service itself which provides a level of pleasure for consumption- related fulfillment”.

Customer satisfaction is evaluation of any service by the customer in terms of need, demand

and its fulfillment by the service provider. It is also useful for understanding the customer,

knowing their expectations, awareness about the service and organization and also idea about

how to satisfy the customer and what are the strategies used for this.

Das Prasun (2009) examined in this study that any effort which has been taken for finding a

pleasure of customers while buying of services related to any sector is based on the

customers. An article on satisfaction of customer’s looks twisty as well as it covers various

segments which are accounting, management and marketing, etc. he said that customers

satisfaction is related to all the functions and it also depends upon the employee’s

performance. Customer satisfactions one of the best methods of attracting customer by

providing better service to the customers so that they become loyal towards the service

provider.

Iacobucci (1994) examined and explained the precise and easy definition of services

standards and customer pleasure and happiness. He said that all the service standards will

never been mislead by the satisfaction of customer, while the pleasure is profitable result of

giving better advantage. Here, there’s a huge difference between service standards and

customer happiness. But many customers think that it is same. Actually, service quality is a

factor which will influence a customer for their satisfaction like that there are many factors
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 which employee performance are, behave of the employee , price, etc. These all the factor

will lead to the customer satisfaction. So that customer will be happy and be brand loyal.

Sulek (1995) examined that the customer satisfaction positively profitably affects the

services. It means the demand of the service will be increase day by day. It also said that

customers are brand loyal and if they satisfy then they avail the services whether the service

charges are high. Customer satisfaction is very profitable for any organization to increase

their sales, income, revenue and customer base. So Sulek call it as positively affects the sales

of services.

Labagh and Barsky (1992) studied that employee’ attitude, store location and facilities are

the factors which influence the customer satisfaction in service center of automobile industry.

Choi and Chu (2001) studied that staff efficiency, machines and the brand value are the top

three factors that determine customer satisfaction in retail services.

Anderson (2004) examined that there is a positive integration between satisfaction of the

customer at store level. Customer satisfaction I s the best way which will enhance the

financial performances, profitability of the company and number of customers who will

directly or indirectly increases the revenue of the company. Customer satisfaction also says

that if any company has large number of satisfied customers base d then the company is the

market leader because their quality services, standard services at low price.

Babakus (2008), examined that if service quality is linked to the customer satisfaction

within service providing firm and found that service quality has a significant impact on the

profit of the firm. It means quality of service directly impact on the profit of the firm or

services quality leads to the customer satisfaction and it increases the profit of the

organization or firm.

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 Cardozo’s (1965) examined that the customer satisfaction has been very popular topic in

marketing study and academic research and initial study is all about customer effort,

expectations and satisfactions. A customer is satisfied when several factors are included in

the service like service quality, awareness of customer, employee performance and also some

efforts will be to put by customer, expectation by the customer is not very high so that it will

be fulfilled easily by maintaining some quality and standard.

Oliver (1980) examined that pleasure of customer is only an outcome of the evaluation

course which contrast pre-purchased expectation with the perception of an act at the time and

later consuming experience. Customer satisfaction is all about result which a customer feels

and he/she replies to someone after availing any service facilities.

Atkinson (1988) examined that cleanliness, security, value for money and courtesy of staff

determine customer satisfaction. These all are main factors which will help a customer to

become satisfied and then analyze the service in later point of time.

Akan (1995) examined the main determinants of customer satisfaction are the behavior of

employees, cleanliness and timeliness. It means manner, behavior of employee’s leads to the

customer satisfaction as well as cleanliness and the services at time also leads to satisfaction

of customer.

Knutson (1988) examined that room cleanliness and comfort, convenience of location,

prompt service, safety and security and friendliness of employees are important to satisfy the

customer. These are the determinants of customer satisfaction, if these all will be included in

any service then there is no dissatisfaction.

Hunt (1977) examined that customer satisfaction has also been defined as “an evaluation

rendered that the (consumption) experience was at least as good as it was supposed to be.”

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 Past experience is also a factor which helps any marketer to satisfy the customer easily.

Larcker and Ittner (1998) studied that empiric proof by many customers, business and helps

to measure various financial performances (which includes revenues, revenue changes,

margin sales return, equities market value and the current earning) all are directly related with

the satisfaction of customers. It means if a customer is satisfied then it directly impacts on the

revenue, profit, sales return, etc.

Dinesh kumar, P.Vikkraman (2012) studied that satisfaction of customers are largely

remembered as the main component for attracting the customers for the post purchase

behavior. The customers who are satisfied are use to say to other people about their positive

experience and then engaged in word of mouth advertising for positive sense. Word of mouth

is the best way of marketing because an experienced customer is attached in such activity.

DR.T N R. Kavitha, Mr. R Mohana, Sundaram(2010), studied that customer satisfaction

towards any service is carried out with some objectives like determining the customer

expectation and to know the satisfaction level. It means if any company is focusing on the

customer satisfaction of customer than there is motive behind, it which is to retain large

number of customers and to know the expectations of the customers.

Ms. Jayshree Chavan, Mr. Faizan Ahmed (2013), studied that today all the retail industries

are customer oriented and they are focusing on the customer needs and then start to realize

that the company is more over depending on the standards of the services offered to all of the

customers.

S M Sohail Rana, Abdullah Osman, MD. Aminul Islam (2014), analyze that the industry

and its services are becoming popular day by day companies day by day. Companies in this

sectors are paying more focus for the development of the industry. This fresh research

focuses on all the determinants which constitute customer pleasure in the retail services.
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 CHAPTER 3: RESEARCH DESIGN

3.1 TOPIC CHOSEN FOR THE STUDY

“A STUDY ON CUSTOMER SATISFACTION AT SKILL VERTEX”

3.2 PERIOD OF RESEARCH

6 weeks.

3.3 PROBLEM STATEMENT

In this current competitive situation, customer satisfaction level has become major problems to all

the companies. It has become very difficult to recognize the customer’s needs and wants and very

hard to serve the customers. It is very tough for the marketers to retain the present customers and to

obtain the future customers. In the educational field, satisfaction, advertisement and promotional

offers are required to charm the current customers.

3.4 OBJECTIVES

• To study the effectiveness of service on sales.

• To know which methods are used for Skill Vertex services.

 To know the consumer’s satisfaction towards Skill Vertex.

3.5 SCOPE OF THE STUDY

• This assist to the retailers to conceive market and to make strategies for the targeted market.

• It helps in collecting information about the customers’ needs and wants, requirements, learning

curve, attitude toward technical education and their satisfaction levels.

• It helps to let know how the consumers are attracted towards the Skill vertex and services.

• It helps to resolve which method is most suitable for the customer satisfaction.

3.6 NEED FOR THE STUDY

• The companies every time, trying to win the customers attentions, as the customer are the king and

kings are not bargained.

• The Skill Vertex comes out with different promotional offers to fulfill the customer requirements,

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needs and wants and for satisfaction level.

• Customer services plays important role to create awareness about the markets, to sell the products

and to attract the customers and to increase the profit margin.

3.7 METHODOLOGY OF DATA COLLECTION

Data collection, there are 2 types-

▪ Primary Data

It is a source of collecting data by first-hand information through observation, direct communication

or personal interviews of respondent’s customers. In this, questionnaire is used for conducting

personal interviews and for collecting the da

▪ Secondary Data

It is collected from standard books, internal sources, magazines and newspapers and also collecting

data from external and internal sources from the company annual reports, company additional profile

and company internal website.

3.8 RESEARCH METHODOLOGY

Research is based on logical and systematic way. The study of overall question explains with the

help of scientific technique and specific procedure and getting data from customer and analysing

these on logical and scientific tools. The appropriate information is important to conduct this

research so that information collected from customers and some information collected from online

relevant websites.

 RESEARCH DESIGN

Type of Methodology: Descriptive research. The Analytical Research methodology adopted for

carrying out the study was at the first stage theoretical study is attempted and the second stage

observed customer satisfaction in Skill Vertex, inside the retail store.

 Sample Design

It is a particular definite plan formulation before collecting the data from population. The research

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should select a particular sample. In sampling, there are 2 types- probability sampling and non-

probability sampling. In this research, only non-probability sampling is used.

 Sampling

Sampling design: Non-probability sampling.

Sampling technique: Random sampling.

Sample unit: Store visitor.

Sample size: 100 examinees.

Area of study: Skill Vertex, Bangalore.

Data analysis method: Graphs and Tables method.

3.9 RESEARCH INSTRUMENT

In this project, Primary method of questionnaire was used to collecting the data.

▪ Open Ended Questions

In this Project, respondents have the chances to share their own opinions or suggestions to the

company. In this type of questions, respondents are given freedom to give their suggestions to the

company.

▪ Close Ended Questions

Sometimes the respondents are very lesser to respond because of busy with other activity, so

multiple choice questions are given which are easy to answer. That is why in this research, close

ended questions are adopted.

3.1 HYPOTHESIS TESTING

1. NULL HYPOTHESIS- H0.

Ho: Service given by Skill Vertex in Bangalore and the sales of Skill Vertex during July/2022

is independent.

2. ALTERNATIVE HYPOTHESIS- H1.

H1: Service given by Skill Vertex in Bangalore and the sales of Skill Vertex during July/2022
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 is dependent.

Correlations

Recommendation Buying again

Pearson Correlation 1 .317**

Recommendation Sig. (2-tailed) .001

N 100 100

Pearson Correlation .317** 1

Buying again Sig. (2-tailed) .001

N 100 100

**. Correlation is significant at the 0.01 level (2-tailed).

INTERPRETATION

Correlation across the Recommendation and Buying again is significant with sig value

0.01 which is less than 0.05. That means recommendation and buying again is veryimportant to

attract the customer and there is relation between recommendation and buying again as per

service, which is highly effective.

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 CHAPTER 4: FINDINGS & INTERPRETATION

Examine table for Gender

SERIAL RESPONSE EXAMINEES

A MALE 77

B FEMALE 23

TOTAL 100

TABLE NO. : 1

Gender
90
80 77%

70
60

50

40 examiees
28%
30

20
10

0
male female

Showing the examinees chart for Gender.

GRAPH NO: 1

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 ANALYSIS

 77 customers are male.

 28 customers are female.

INTERPRETATION

Most of the examinees are male, Female examinees are less.

Table for Age Group

SERIAL RESPONSE EXAMINEES

A WITHIN 25 47

B 25-40 42

C 40-50 7

D ABOVE 50 4

TOTAL 100

31 | P a g e
 Age group
47%
50
42%
45
40
35
30
25 examinees
20
15
7% 4%
10
5
0
within 25 25-40 40-50 above 50

TABLE NO: 2

GRAPH NO: 2

ANALYSIS

 There are more customers within the 25 age group 47 examinees.

 Between 25-40 groups there are 42 examinees.

 In 40-50 groups there are 7 examinees only.

 For above 50 groups there are only 4 examinees.

INTERPRETATION

32 | P a g e
There are more examinees in the group of within 25 and 25-40.

Table for occupation

SERIAL RESPONSE EXAMINEES

A STUDENT 45

B EMPLOYEE 24

C PROFESSIONAL 16

D BUSINESS 11

E HOUSEWIFE 4

TOTAL 100

TABLE NO: 3

Occupation
25% 24% 31%
35
30
25 16%
20
15
10 4% examinees
5
0

GRAPH NO: 3

ANALYSIS

 25 customers are students.

 There are 24 customers who are employee.

 16 customers are the professionals.

 Only 4 customers are the Housewife.

INTERPRETATION

Most of the customers are students and employee

Showing the table for knowing Skill Vertex

SERIAL RESPONSE EXAMINEE

A YES 84

B NO 16

TOTAL 100

TABLE NO: 4

knowing Skill Vertex

no 16%

examinee

yes 84%

0 10 20 30 40 50 60 70 80 90

34 | P a g e
 GRAPH NO: 4

ANALYSIS

 There are 84 customers who know about the Skill Vertex.

 Only 16 customers do not know about the Skill Vertex.

INTERPRETATION

Most of the customers knows about the Skill Vertex. Only few of them do not know about the

Skill Vertex.

Table for course putchase occasion

SERIAL RESPONSE EXAMINEE

A OFFERS 55

B REQUIREMENTS 10

C TREND 35

TOTAL 100

TABLE NO: 5

35 | P a g e
 Demanded course

trend 35%

requirements 10% examinee

offers 55%

0 10 20 30 40 50 60

GRAPH NO: 5

ANALYSIS

 There are 55 customers who like to shop during offers.

 Only 10 customers are willing to shop on the requirements.

 35 customers want to shop according to the trends.

INTERPRETATION

Most of the customers are willing to shop during the offer period at Skill Vertex. Few of

36 | P a g e
 them wanted to go for the requirements only and rest of them want to shop according to the

trend.

Table showing the satisfaction on experience

SERIAL RESPONSE EXAMINEE

A YES 83

B NO 17

TOTAL 100

TABLE NO: 6

satisfied experience

83%
90
80
70
60
50 examinee
40
17%
30
20
10
0
yes no

37 | P a g e
 GRAPH NO: 6

ANALYSIS

 83 customers were satisfied with the experience.

 Only 17 customers were not satisfied with the experience.

INTERPRETATION

Most of the customers are fully satisfied with the experience.

Table showing the recommendation

SERIAL RESPONSE EXAMINEE

A YES 79

B NO 21

TOTAL 100

TABLE NO: 7

38 | P a g e
 recommendation

no 21%

examinee

yes 79%

0 10 20 30 40 50 60 70 80 90

GRAPH NO: 7

ANALYSIS

 79 customers are ready to recommend their family about the Skill Vertex.

 Only 21 customers are not ready to share the recommended about the Skill Vertex.

INTERPRETATION

Not all the customers were satisfied, that is why not all not everyone is willing to recommend

39 | P a g e
 their family.

Table showing the expectations

SERIAL RESPONSE EXAMINEE

A YES 92

B NO 8

TOTAL 100

TABLE NO: 8

expectation
92%
100

80

60

40 examinee

20 8%

yes
no

GRAPH NO: 8

40 | P a g e
 ANALYSIS

 Only 92 customers are meeting with the expectation of the products.

 Few of them are not meet with the product expectation.

INTERPRETATION

Most of the customers are meeting with the product expectation; few of them are not because

they were looking for low price products.

Table showing for buying again from Skill Vertex

SERIAL RESPONSE EXAMINEE

A YES 96

B NO 4

TOTAL 100

TABLE NO: 9

41 | P a g e
 buying again
120

100 96%

80

60
examinee

40

20
4%
0
yes no

GRAPH NO: 9

ANALYSIS

 Most of the customers are ready to buy again from Skill Vertex. 96 customers.

 Few of them like 4 customers are willing to buy again from Skill Vertex.

INTERPRETATION

96 customers would like to buy again but there are only 4 customers who are looking for the

low price product, this is why they are willing to buy again from Skill Vertex.

42 | P a g e
 Table showing the recommend scale of 1 to 5

Serial Response Examinee

A 1-2 2

B 2-3 4

C 3-4 74

D 4-5 20

Total 100

TABLE NO: 10

recommendation scale
74%
80

60

40 examinee
20%
20 4%
2%
0
1 to 2 2 to 3 3 to 4 4 to 5

GRAPH NO: 10

ANALYSIS

43 | P a g e
  Only 2 customers have given 1 to 2 scale.

 4 customers have given 2 to 3 scale.

 74 customers have given 3 to 4 scale.

 There are 20 customers who have given 4 to 5 scale.

INTERPRETATION

It is a good thing that most of the customers have given 3 to 4 scale and few of them given 4 to 5

scale but also some customers have given 1 to 2 and 2 to 3 scale.

Table for experience scale

SERIAL RESPONSE EXAMINEE

A 1-2 1

B 2-3 6

C 3-4 50

D 4-5 43

TOTAL 100

TABLE NO: 11

44 | P a g e
 experience scale

60
50%
40 43%
20 4.3%
6%
examinee
0
1 to 2
2 to 3
3 to 4
4 to 5

GRAPH NO: 11

ANALYSIS

 1 to 2 scale was rated by only 1 customer.

 2 to 3 scale was rated by 6 customers.

 3 to 4 scale was rated by 50 customers.

 4 to 5 scale was rated by 43 customers.

INTERPRETATION

Most of the customers have given 3 to 4 and 4 to 5 scale in total of 93 customers. But therewere

only 7 customers who have given 1 to 2 and 2 to 3 rating scale.

Table showing for product finding

45 | P a g e
 Serial response Examinee

A Very difficult 1

B Difficult 1

C Moderate 7

D Easy 48

E Very easy 43

Total Total

TABLE NO: 12

product finding
very easy 43%

easy 48%

moderate 7%
examinee
difficult 1%

very difficult 1%

0 10 20 30 40 50 60

GRAPH NO: 12

ANALYSIS

 1 customer find that it is very difficult for finding the product.

 1 customer find that it is difficult for finding the product.

 There are 7 customers who find it moderate to find the product.

 48 customers said it is easy to find the product.

INTERPRETATION

91 customers said they find the product easily and very easily. Only 7 customers are there

who find it moderate and 2 of customers are in very difficult and difficult.

Table showing the knowing about the product

Serial Response Examinee

A News paper 2

B SMS 25

C Handbill 50

V Friends and family 23

Total 100

TABLE NO: 13

47 | P a g e
 knowing about the offers

60 52%

50

40

30 25%
23% examinee

20

10 2%

0
news paper SMS Handbill friends and
family

GRAPH NO: 13

ANALYSIS

 2 customers came to know about the offer through news paper.

 By SMS 25 customer came to know about the offers.

 By the handbill 52 customers were came to know about the offer at SkillVertex.

 Only 23 customers came to know about the offers at SkillVertex.

INTERPRETATION

SkillVertex should advertise more about the offers in newspaper. Only 2 customers know

about the offers through newspapers. And most of the customer came to know aboutthe

offers form others mediums.

48 | P a g e
 Table showing for the purchased product

Serial Response Examinee

A Finance 11

B Data Science 19

C Machine Learning 5

D Python 15

E Full Stack Development 26

F Digital Marketing 24

Total 100

Total
F
E
D
C
B
A
Serial

0 20 40 60 80 100

TABLE: 14

GRAPH NO: 14
49 | P a g e
 ANALYSIS

 There are only 11 customers only who look for the Finance course.

 19 customers are looked for data science training course.

 Only 5 customers were looking for the machine learning course.

 15 customers for Python course.

 26 customers for Full stack development course.

 24 customers for digital marketing course.

INTERPRETATION

Most of the examinees are the men and they are looking for the full stack development and

digital marketing course and also some are there for data science training course total there

are 65 customer. 35 customers are the women and girls and looking for the finance and

machine learning course.

50 | P a g e
 Table showing for interesting in products.

Serial Response Examinee

A Finance 11

B Data Science 19

C Machine Learning 5

D Python 15

E Full Stack Development 26

F Digital Marketing 24

Total 100

TABLE NO: 15

GRAPH NO: 15

51 | P a g e
 Total
F
E
D
C
B
A
Serial

0 20 40 60 80 100

ANALYSIS

 There are only 11 customers only who look for the Finance course.

 19 customers are looked for data science training course.

 Only 5 customers were looking for the machine learning course.

 15 customers for Python course.

 26 customers for Full stack development course.

 24 customers for digital marketing course.

INTERPRETATION

Most of the examinees are the men and they are looking for the full stack development and

digital marketing course and also some are there for data science training course total there are

65 customer. 35 customers are the women and girls and looking for the finance and machine
52 | P a g e
learning course.

Table showing for the attractive in SkillVertex

Serial Response Examinee

A Price 22

B Variety 13

C Product 17

D Quality 18

E Offers 30

Total 100

TABLE NO: 16

53 | P a g e
 attractive in SkillVertex
30%

30

25 22%

20 17% 18%

15 13% examinee

10

0
price variety product quality offers

GRAPH NO: 16

ANALYSIS

 22 customers think that in SkillVertex price is attractive.

 18 customers think that in SkillVertex variety is attractive.

 17 customers think that in SkillVertex products are attractive.

 18 customers think that in SkillVertex quality is attractive.

 30 customers think that offers are attractive in SkillVer

INTERPRETATION

Most of the customers think that offers at SkillVertex are attractive. Then 22 customers think

price is attractive. 13 customers think variety is attractive and 17 customer for product sand

18 customers for quality.

54 | P a g e
 Table showing for the compliment

Serial Response Examinee

A Excellent service 31

B Great experience 30

C Attentive sales person 39

Total 100

TABLE NO: 17

compliment
39%
40
31% 30%
35
30
25
20 examinee
15
10
5
0
excellent service great experience attentive sales
person

GRAPH NO: 17

ANALYSIS

 31 customers give compliment for excellent service.

 30 customers give compliment for great experience.

 39 customers give compliment for attentive sales person.

55 | P a g e
 INTERPRETATION

31 Customers give complement for excellent service and 30 for great experience and 39 for

attentive sales person.

Showing table for satisfaction level

Serial Response Examinee

A Very satisfied 12

B Satisfied 78

C Neither satisfied nor 4

dissatisfied

D Dissatisfied 5

E Very dissatisfied 1

Total 100

TABLE NO: 18

examinee
78%
80
70
60
50
40
examinee
30
20 12%
4% 5%
10 1%
0
very satisfied satisfied neither dissatisfied very
satisfied nor dissatisfied
dissatsfied

56 | P a g e
 GRAPH NO: 18

ANALYSIS

 12 customers are very satisfied.

 78 customers are satisfied.

 4 customers are neither satisfied nor dissatisfied.

 5 customers are dissatisfied.

 Only 1 customer is very dissatisfied.

INTERPRETATION

Most of the customer is satisfied 78 customers, 12 for very satisfied, 4 customers are neither satisfied nor

dissatisfied, 5 are dissatisfied, only 1 customer is very dissatisfied. So SkillVertex should do something for

those few customers who are dissatisfied, very dissatisfiedand also neither satisfied and nor dissatisfied.

Table showing for the billing experience

Serial Response Examinee

A Excellent 7

B Good 73

C Average 18

D Bad 2

Total 100

TABLE NO: 19

57 | P a g e
 billing experience

80 73%

70
60

50

40 examinee

30 18%
20
7%
10 2%

0
excellent good average bad

GRAPH NO: 19

ANALYSIS

 Only 7 customers have excellent billing experience.

 73 customers have good billing experience.

 18 customers have average billing experience.

 Only 2 customers have bad experience.

INTERPRETATION

All the customers have excellent, good and average experience except only 2 customers.
58 | P a g e
 .

Table showing for the visiting SkillVertex

Serial Response Examinee

A Regularly 47

B Once in a week 38

C Sometime 15

Total 100

TABLE NO: 20

visiting SkillVertex
50 47%
45
40 38%
35
30
25
20 examinee
15 15%
10
5
0

regularly
once in a week
sometime

GRAPH NO: 20

59 | P a g e
 ANALYSIS

 47 customers regularly visit SkillVertex.

 38 customers visit SkillVertex once in a week.

 Only 15 customers who visit SkillVertex sometime.

INTERPRETATION

It is good that 85 customers visit SkillVertex regularly and once in a week. But only 15

customers visit sometimes, this may happen because of some medium of advertisements or

maybe the requirements or for the variety of the courses.

Serial Response Examinee

A Less than 1 year 38

B More than 1 year 62

Total 100

TABLE NO: 21

60 | P a g e
 Time
70
62%
60

50
38%
40

examinee
30

20

10

0
less than1 year more than 1 year

GRAPH NO: 21

61 | P a g e
ANALYSIS

 38 customers are less than 1 year old customers.

 62 customers are more than 1 year old customers.

INTERPRETATION

38 customers are less than 1 year old customers and 62 customers are more than 1 year old

customers. Because of growth in SkillVertex year customers are getting more.

Table showing for content quality.

Serial Response Examinee

A Yes 87

B No 13

Total 100

TABLE NO: 22

Content quality
87%

90
80
70
60
50 Series 1
40
30 13%

20
10
0
yes no

GRAPH NO: 22

62 | P a g e
 ANALYSIS

 87 customers have told that content is of high quality.

 Only 13 customers have told that content is of low quality.

INTERPRETATION

87 customers said content is of high. 13 customers said content s are not good quality. There

are 13 customers who said the no content quality because they were looking for their product

in the sale section.

Table showing for the best about the course purchase at the website.

Serial Response Examinee

A User friendly interface 31

B affordable courses 9

C customer support 27

D easy payment methods 8

E Accessibility 25

Total 100

TABLE NO: 23

best about course

20

15 examine
e
10 9%
8%
5

0
User friendly affordable Customer Easy accesibility
63 | P a g e interface support papay
ment
 GRAPH NO: 23

ANAYSIS

 31 customers have told best about the user friendly interface.

 Only 9 customers have told best about the affordable courses.

 27 customers have told best about customer support.

 Only 8 customers have told best about the easy payment methods.

 25 customers have told best about the accessibility.

INTERPRETATION

31 customers have told best about the user friendly interface. 9 customers for affordable

courses 27 customers for customer support, only 8 customers have told best about the easy

payment methods and 25 customers for accessibility. There are less response in easy payment

methods so SkillVertex should increase the range of pay so that it can create more attraction

for the courses.

 As on survey male responded are more than female.

 Most of the customers come for shop 25-40 age group.

 As on survey most of the customers come to SkillVertex on getting influenced bythe

offers.

 Most of the customers are satisfied with the sales person of SkillVertex.

 Customers are satisfied with the quality of the content .

 At SkillVertex offers are more attractive.

 Because of sale few of the sales persons were busy for the handling the goods

64 | P a g e
 CHAPTER 5: CONCLUSION AND RECOMMENDATIONS

 SkillVertex should improve the service.

 SkillVertex should increase their human strength at store. Most of the time sales

person was busy with the stock or material handling procedures, so for them it is getting

tougher to attend all the customers.

 Few of the customers cannot find what they want. So SkillVertex should focus on

these problems for better satisfaction of customer and to expand the variety.

 They should maintain the content quality courses of new trends.

 Customers are not satisfied at all with the customer support because of less

availability.

 SkillVertex should maintain the variety of the products.

 For some courses price should be low.

 SkillVertex should go for the wide range of courses

CONCLUSION

 Quality of the products are good.

 SkillVertex facilities are very satisfactory for the customers.

 Complaints are handled properly.

 Customers feel that they are getting good service.

 Some of the facilities on the website is not good.

65 | P a g e
 LIMITATIONS OF STUDY

• At Skill Vertex every day many customers visited the website, so everyone have their different

opinions we cannot respond to everyone’s opinion.

• A period of six weeks was not so convenience to cover all the internship and it is not possible to

collect all the numbers of respondents and not able to study in the depth of subject.

• Customers were involved in the studying in their online class, so it was very hard to collect the

answers of questionnaires.

• Customers shows their attitude, when they were about to fill personal details in the questionnaires.

o Sometimes the concerned personnel may not provide enough time due to load of primary

responsibilities.

o As a matter of fact, 45 days is too short after that I had tried to give best effort to my learning

purpose.

o Also due to confidentiality issues, I was not shared many information of SkillVertex which

would have been helpful for my project like finding the analysis and service evaluation.

66 | P a g e
 ANNEXURE

QUESTANAIRE

Name:

Qualification:

Phone/Contact:

Mail ID:

1. Gender:

(a) Male ( ) (b) Female ( )

2. Mention your age group.

(i) Within 25 ( ) (ii) 25 to 40 ( ) (iii) 40 to 50 ( ) (iv)above 50 ( )

3. Your occupation:

(a) Student ( ) (b) Employee ( ) (c) Professional ( )

(d) Business ( ) (e) Housewife ( )

4. Do you know about Skill Vertex?

(a) Yes ( ) (b) no ( )

67 | P a g e
 5. What courses would you like to purchase?

(a) Offers ( ) (b) requirements ( ) (c) trend

6. Are you satisfied with the overall your experience today?

(a) Yes ( ). (b) No ( ).

7. Would you like to recommend to your family and friend to train at SkillVertex?

(a) Yes. (b) No.

8. Did our product meet your expectations?

(a) Yes (b) No

9. Would you like to train from us again?

(a) Yes ( ) (b) No

10. How would you like to recommend us on a scale of 1 to 5?

(a) 1-2 ( ) (b) 2-3 ( ) (c) 3-4 ( ) (d) 4-5 ( )

11. Today how was your experience on a scale of 1-5?

(a) 1-2 ( ) (b) 2-3 ( ) (c) 3-4 (d) 4-5 ( )

12. Did you find what you were looking for?

(a) Very difficult ( ) (b) difficult ( ) (c) moderate ( ) (d) easy ( ) (e) very easy ( )

68 | P a g e
 13. What products have you purchased from us before?

(a) Machine Learning (b) Python (c) Finance (d) Digital Marketing (e) Full Stack

development

14. What product are you most interested in?

(a) Machine Learning (b) Python (c) Finance (d) Digital Marketing (e) Full Stack

developmenmt

15. What is attractive in SkillVertex?

(a) Price ( ) (b) variety ( ) (c) product ( ) (d) quality ( ) (e) offers.

18. Any compliment?

(a) Excellent service ( ) (b) Great experience ( ) (c) Attentive sales person.

19. Overall, how satisfied are you with Skill Vertex?

(a) Very satisfied ( ) (b) Satisfied ( ) (c) neither satisfied nor dissatisfied ( ) (d)

Dissatisfied ( )

(e) Very dissatisfied ( )

20. How was your billing experience?

(a) Excellent ( ) (b) good ( ) (c) average ( ) (d) bad ( ).

69 | P a g e
 21. How often do you visit the Skill Vertex site?

(a) Regularly ( ) (b) once in a week ( ) (c) sometime ( )

22. How long have you been our customer?

(a) Less than 1 year ( ) (b) more than 1 year ( )

23. Was the course job oriented?

(a) Yes. ( ) (b) No. ( )

24. What did you like best about browsing of our site?

(a) User friendly interface ( ) (b) affordable courses ( ) (c)

customer support ( ) (d) easy payment methods ( ) (e)

accessibility ( )

25. In your view what we can improve for better experiences?

70 | P a g e
 BIBILIOGRAPHY

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