INTERNATIONAL SCHOOL OF

MANAGEMENT, PATNA

Batch 2019 – 2022

OJT Report
On
“CUSTOMER SERVICES AND SATISFACTION”

Submitted in the partial fulfilment for the

Requirements of the degree of BBA

OJT Report Guide Submitted By

Rahul Kumar Sinha Md. Shahnawaz Ahmad
 INTERNATIONAL SCHOOL OF
MANAGEMENT, PATNA

Batch 2019 – 2022

OJT Report
On
“CUSTOMER SERVICES AND SATISFACTION”
at Junfa Pvt. Ltd
Submitted in the partial fulfilment for the
Requirements of the degree of BBA

OJT Report Guide Submitted By

Rahul Kumar Sinha Md. Shahnawaz Ahmad

Internal Examiner External Examiner

 DECLARATION

I hereby declare that the Project Work entitled “CUSTOMER SERVICES AND
SATISFACTION” has been carried out by me under the guidance of RAHUL
KUMAR SINHA, at International School of Management.
The research work is original and has not violated any of plagiarism norms.
I also declare that this Project has not been submitted to any University/
Institute for the award of any Degree/Diploma.

Place: Patna Md. Shahnawaz Ahmad

Date: 19302313107
CERTIFICATE
 ACKNOWLEDGEMENT
The most awaited moment of successful completion of endeavour is always a
result of persons involved explicitly or implicitly there in. It is impossible without
the help and guidance of the people around to carry on this research work. I
take the opportunity to express my sincere gratitude to each and every person
who gave me the guidance and help for preparing the report.
I take this opportunity to thanks to International School of Management for
providing me an opportunity to work for this research.
I am also desirous of placing on record profound indebtedness to RAHUL KUMAR
SINHA and all the members of International School of Management, Patna, for
the valuable advice, guidance and support that they offered.
Last but not the least, I would also like to thanks all the respondents for giving
me their time and relevant information.
My strength and inspiration are the blessings of my parents and my friends. I
owe all my success and achievements to them.

Md. Shahnawaz Ahmad

 TABLE OF CONTENTS

Sr. No PARTICULARS Page No.

1. DECLARATION

2. CERTIFICATE

3. ACKNOWLEDGEMENT

4. EXECUTIVE SUMMARY

5. INTRODUCTION OF CUSTOMER
SATISFACTION.
6. INTRODUCTION OF SERVICE INDUSTRY

8. OBJECTIVE OF THE STUDY

9. COMPANY PROFILE

10. RESEARCH METHODOLOGY

11. DATA ANALYSIS AND INTERPRETATION

12. FINDINGS

13. SUGGESTIONS

14. CONCLUSION
 EXECUTIVE SUMMARY

JUNFA is a Agritech Start-up Company and it is growing very fast in the field of
Organic Farming. It was established in 2017 as a name (SASTA PAUDHA WALA)
and delivered more than 70000 Organic Plants to the customer within 4 years.
When the Owner of the Company realised that there is a huge gap in the
agriculture sector, they decided to fulfil the gap and then they change the name
of the Company as JUNFA Pvt. Ltd. And after that, the company is offering lots
of services to their customer like Landscaping, Oxygen Plant on Rent, Diet Plan/
Advise and many more.
The Vision of the Company is, everyone in the country live toxic free life & have
toxic free diet.
The belief that customer satisfaction is as important as their products and
service, have helped this establishment garner a vast base of customers, which
continues to grow day by day.
The Employees of the company are dedicated towards their respective roles and
put a lot of effort to achieve the common vision and larger goals of the company.
In the near future, this business aims to expand its line of products and services
and cater to a larger client base.
 INTRODUCTION

Customer satisfaction is a term frequently used in marketing. It is a measure of

how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals. Customers
play an important role and are essential in keeping a product or service relevant
so it is in the best interest of the business to ensure customer satisfaction, and
build customer loyalty. Customer satisfaction data are among the most
frequently collected indicators of market perceptions. Their principal use is
twofold:
• "Within organizations, the collection, analysis and dissemination of these
data send a message about the importance of tending to customers and
ensuring that they have a positive experience with the company's goods
and services.
• "Although sales or market share can indicate how well a firm is performing
currently, satisfaction is perhaps the best indicator of how likely it is that
the firm’s customers will make further purchases in the future. Much
research has focused on the relationship between customer satisfaction
and retention. Studies indicate that the ramifications of satisfaction are
most strongly realized at the extremes.
Why customer satisfaction is important?
• A Loyal Customer is a treasure we should keep and hide from the world.
• They can stop being our clients in a heartbeat
• customer satisfaction is also reflected in our revenue
• Customer satisfaction is a factor that helps you stand out of the
competition
• Great customer experience can take our brand places

How to Improve Customer Satisfaction?

• Collect customer feedback
• Turn customer feedback into action
• Improve your product or service
• Follow up with your customer

Customer Satisfaction Benefits

1. Increase Brand Loyalty
2. Boost Trust
3. Attract Positive Word of Mouth
4. Grow Your Audience and Sales.

Customer loyalty is a measure of a customer’s likeliness to do repeat

business with a company or brand. It is the result of customer satisfaction,
positive customer experiences, and the overall value of the goods or services a
customer receives from a business.
When a customer is loyal to a specific brand, they are not easily influenced by
availability or pricing. They are willing to pay more as long as they get the same
quality product or service they are familiar with and love.
Characteristics of a loyal customer include the following:

• they are not actively searching for different suppliers;

• they are more willing to refer a brand to their family and friends;

• they are open to other goods or services provided by a particular business;

• they are more understanding when issues occur and trust a business to
fix them;

• they offer feedback on how a brand can improve its products or services.

Why is customer loyalty important?

• Repeat customers spend more than first-time customers
• Loyal customers produce higher conversion rates
• It boosts profits
• Retaining an existing customer is cheaper than acquiring a new one
• Customer loyalty helps in effective planning

How to Build Customer Loyalty?

• Reward loyal customers with a loyalty program
• Make customer care a priority for the brand
• Boost customer experience by introducing VIP tiers
• Segment our clients
• Encourage customers to give feedback and act on it.

How to Measure Customer Loyalty?

• Lifetime value
• Churn rate
• Referrals
• Net promoter score
 • CUSTOMER SATISFACTION STRATEGIES FOLLOWED BY
JUNFA PRIVATE LIMITED

➢ Macro level – At macro level there was an increased necessity to

maintain relationship with employees & government.
➢ Micro level – At micro level there was a shift from transaction focus to
relationship marketing.

Basically, CRM is the process of managing interactions with existing as well as

past and potential customers. A CRM system helps organisations build customer
relationships and streamline processes so they can increase sales, improve
customer service, and increase profitability.
 INTRODUCTION OF SERVICE INDUSTRY
A service industry is an economic segment that provides certain intangible
activity that fulfils a particular need. Companies within this industry perform
tasks that are useful to their customers. Service industries are those not directly
concerned with the production of physical goods (such as agriculture and
manufacturing).Some service industries, including transportation, wholesale
trade and retail trade are part of the supply chain delivering goods produced in
the agricultural and manufacturing sectors to final consumers.
Other services are provided directly to consumers. These include health care,
education, information services, legal services, financial services, and public
administration.
The service sector accounts for around 70-80 per cent of employment in modern
economies.

What Does Service Industry Mean?

The service industry is very wide in its nature. It covers a large range of activities
that add value to businesses and individuals but the output is not a physical
product, instead this industry enhances, maintains, repairs, shapes and perform
different alterations to physical items. It also covers activities such as
transportation, medical services, education, banking, insurance, waste disposal,
telecommunications services and other complex activities that are crucial to a
society’s proper functioning.
This industry is said to produce more than 70% of the jobs of most developed
economies and also represents a large part of these country’s gross domestic
products. Services are also classified as the tertiary industry, where they are
separated as profit and non-profit depending on the nature of the organization’s
activities. Highly developed economies regularly shift the largest portion of its
economies towards the service industry, as the economic system becomes more
professional and complex. The primary and secondary segments become
smaller in proportion.
INVESTMENT SCENARIO
The services category in India attracted cumulative foreign direct investment
(FDI) worth US$ 85.86 billion between April 2000 and December 2020. The
service industry in India contributes over 60% of shares to GDP.
The current contribution of the healthcare industry is over $ 110 bn and is
expected to touch $ 280 bn by 2020. Availability of world - class medical
facilities, skilled doctors, technicians and pharmaceuticals are some of our
advantages. With digital communication and interfaces, diagnostic medicine can
also be tapped into as a service for global customers.

SERVICE MARKETING
Service marketing typically refers to both business to consumer (B2C) and
business-to-business (B2B) services, and includes marketing of services such as
telecommunications services, financial services, tourism leisure and
entertainment services, car rental services and health care services.
Service marketers often use an expanded marketing mix which consists of the
seven Ps: product, price, place, promotion, people, physical evidence and
process.

Features of Services:

1. Intangibility:
Services are intangible. The service cannot be touched or viewed, so it is difficult
for clients to tell in advance what they will be getting. For example, banks
promote the sale of credit cards by emphasizing the conveniences and
advantages derived from possessing a credit card.
2. Inseparability:
Personal services cannot be separated from the individual. Services are created
and consumed simultaneously. The service is being produced at the same time
that the client is receiving it; for example, during an online search or a legal
consultation. Dentist, musicians, dancers, etc. create and offer services at the
same time.

3. Variability:
Services involve people, and people are all different. There is a strong possibility
that the same enquiry would be answered slightly differently by different people
(or even by the same person at different times). It is important to minimize the
differences in performance (through training, standard setting and quality
assurance). The quality of services offered by firms can never be standardized.

4. Perishability:
Services have a high degree of perishability. Unused capacity cannot be stored
for future use. If services are not used today, it is lost forever. For example, spare
seats in an aeroplane cannot be transferred to the next flight. Similarly, empty
rooms in five-star hotels and credits not utilized are examples of services leading
to economic losses. As services are activities performed for simultaneous
consumption, they perish unless consumed.
Service Marketing Mix – 7 P’s of marketing
1) Product
The product in service marketing mix is intangible in nature. Like physical
products such as soap or a detergent, service products cannot be measured.
Tourism industry or the education industry can be an excellent example. At the
same time service products are heterogenous, perishable and cannot be owned.

2) Place
Place in case of services determine where is the Service Product going to be
located. The best place to open up a petrol pump is on the highway or in the
city. A place where there is minimum traffic is a wrong location to start a petrol
pump. Similarly, a software company will be better placed in a business hub with
a lot of companies nearby rather than being placed in a town or rural area.

3) Promotion
Promotions have become a critical factor in the service marketing mix. Services
are easy to be duplicated and hence it is generally the brand which sets a service
apart from its counterpart. You will find a lot of banks and telecom companies
promoting themselves rigorously.

4) Pricing
Generally, service pricing involves taking into consideration labour, material
cost and overhead costs. By adding a profit markup, you get your final service
pricing.

5) People
People are one of the elements of service marketing mix. People define a
service. If you have an IT company, your software engineers define you. If we
have a restaurant, our chef and service staff define us. If we are into banking,
employee in our branch and their behaviour towards customers defines us.
Thus many companies nowadays are involved into specially getting their staff
trained in interpersonal skills and customer service with a focus
towards customer satisfaction.

6) Process
Service process is the way in which a service is delivered to the end customer.
Let’s take the example of two very good companies – Mc Donalds and Fedex.
Both the companies thrive on their quick service and the reason they can do that
is their confidence on their processes.
On top of it, the demand of these services is such that they have to deliver
optimally without a loss in quality. Thus, the process of a service company in
delivering its product is of utmost importance. It is also a critical component in
the service blueprint, wherein before establishing the service, the company
defines exactly what should be the process of the service product reaching the
end customer.

7) Physical Evidence
The last element in the service marketing mix is a very important element.
Several times, physical evidence is used as a differentiator in service marketing.
Imagine a private JUNFA and a government JUNFA. A private JUNFA will have
plush offices and well-dressed staff. Same cannot be said for a government
JUNFA. Thus, physical evidence acts as a differentiator.
Advantages of service industry

1. Lack of Inventory and Manufacturing

The advantage of service businesses is that in many instances, service

companies don’t have inventory, and don’t need to worry about manufacturing
products. In most cases, we’re selling a service that doesn’t require a
corresponding physical product. Our goal is to provide something that solves a
problem for our customers or makes their daily lives more convenient.
 2. Enables Local Marketing

The advantages of service industry also include the fact that many service
businesses are local. If we decide to launch a service-based company, we don’t
have to compete with franchises and corporations that dominate the retail
industry.

3. Adaptable to Changing Wants and Needs

An important advantage of service companies is that they are able to adapt to

the changing needs of their customers much quicker than product-based
companies. This ability to change on the fly is a significant advantage of service
businesses over retailers.

4. Lower Startup Costs

One of the main advantages of the tertiary sector is that it has a much lower
barrier to entry than starting a business that deals with physical products. The
on-demand industry has helped fuel services such as dog grooming, dog walking,
house cleaning, house sitting, personal shopping, consulting, and content
creation. These are all services that individuals can begin at home, saving
themselves money they can redirect into building their businesses.

Service Economy
• The world economy is evolving into a service driven economy as reliance
on value-based service increase.
• The growth of the service sector has long been considered as an indicator
of a country’s economic progress.
• The service sector is not only the dominant sector in India’s GDP but has
also attracted significant foreign investment flows.
• Services are continually being launched to satisfy our existing needs and
to meet needs that we did not even know we had.
 • The growth of the service sector has long been considered as an indicator
of a country’s economic progress.

Future Prospects of the Service Sector in India

The service sector in India has the highest employment elasticity among all
sectors. Thus, it has the potential for huge growth as well as the capability to
deliver highly productive jobs - leading to revenue generation. To address the
challenge of job creation, the Skill India program aims to achieve its target of
skilling/ up - skilling 400 million people by 2022. It aims to do this mainly by
fostering private sector initiatives in skill development programs, and by
providing them with the necessary funding.
Similarly, the Make in India program - while attempting to bolster the
manufacturing sector - will cause a multiplier effect in adding to the portfolio of
the Service Sector. In this context, the Startup India initiative is a key enabler for
both the manufacturing as well as service industry in India - by offering to
support innovative start-ups.
 COMPANY PROFILE

JUNFA is a Agritech Start-up Company and it is growing very fast in the field of
Organic Farming. It was established in 2017 as a name (SASTA PAUDHA WALA)
and delivered more than 70000 Organic Plants to the customer within 4 years.
When the Owner of the Company realised that there is a huge gap in the
agriculture sector, they decided to fulfil the gap and then they change the name
of the Company as JUNFA pvt. Ltd. And after that, the company is offering lots
of services to their customer like Landscaping, Oxygen Plant on Rent, Diet Plan/
Advise and many more.
The Vision of the Company is, everyone in the country live toxic free life & have
toxic free diet.
The belief that customer satisfaction is as important as their products and
service, have helped this establishment garner a vast base of customers, which
continues to grow day by day.
The Employees of the company are dedicated towards their respective roles and
put a lot of effort to achieve the common vision and larger goals of the company.
In the near future, this business aims to expand its line of products and services
and cater to a larger client base.
SERVICES PROVIDED BY JUNFA PRIVATE LIMITED

1. Land Scaping Service

2. Consultancy service to the Farmer
3. Diet advises
4. Spreading awareness about Zero Chemical food product

1. Land Scaping Service- Land Scaping refers to improve the appearance

of an area of land by changing its design and planting trees, Flowers etc.
Landscaping requires a certain understanding of horticulture and artistic
design, but is not limited to plants and horticulture. Sculpting land to
enhance usability (patio, walkways, ponds, water features) are also
examples of landscaping being used. When intended as purely an
aesthetic change, the term Ornamental Landscaping is used. In now a day
there are lots of customer who take Landscaping service and with land
scaping service they also take Garden Maintaining services. so company
offers both services to the customer.

2. Consultancy Service to the Farmer- JUNFA provide information,

consulting, equipment, and supplies to the agricultural industry. Examples
include government agricultural extensions, crop brokers and shippers,
produce distributors and wholesalers, and veterinarians. They provide
free consultancy to the framer so that farmer can grow the food item with
any chemical and fertilizers and then it will lead to a healthy life style for
the people who will consume these kinds of food products. They provide
every equipment to the farmer so that they don’t need to go somewhere
else for this kind of services.
3. Diet Advise - A healthy diet is a diet that maintains or improves overall
health. A healthy diet provides the body with essential nutrition
fluid, micronutrients such as protein, micronutrients such as vitamins, and
adequate fibre and energy. A healthy diet may contain fruits, vegetables,
and whole grains and may include little to no processed food or
sweetened beverages. The requirements for a healthy diet can be met
from a variety of plant based and animal-based foods, although a non-
plant source of Vitamin B12 is needed for those following a vegan diet.
Various nutrition guide is published by medical and governmental
institutions to educate individuals on what they should be eating to be
healthy. Nutrition facts labels are also mandatory in some countries to
allow consumers to choose between foods based on the components
relevant to health.

4. Spreading awareness about Zero Chemical food product – Company

does lots of Seminar regarding Awareness’ about Zero Chemical lifestyle
and the vision of the company is Everyone live Zero chemical life style and
that why company do lots of seminar regarding this and give advice to the
farmer and the people to live healthy life without consuming any chemical
product.
 RESEARCH METHODOLOGY

A research process consists of stages or steps that guide the project from its
conception through the final analysis, recommendations and ultimate actions.
These search process provides a systematic, planned approach to the research
project and ensures that all aspects of the research project are consistent with
each other.

It may be understood as a science of studying how research is done scientifically.

Why a research study has been undertaken, how the research problem has been
defined. In what way and why the hypothesis has been formulated, what data
have been collected and particular method has been adopted.

RESEARCH PROCESS

• Determination of information research problem.

• Development of appropriate research design.

• Execution of research design.

• Communication of results.

EXPLORATORY RESEARCH
The methods used for exploratory research are:
• Primary Data

• Secondary Data

PRIMARY DATA
The new data is gathered to solve the problem. Qualitative and quantitative data
are newly collected data in the course of research, which consist of original
information that comes from people and includes information gathered from
surveys, focus groups, independent observations and test results.
Primary data is basically collected by getting questionnaire filled by the
respondents.

SECONDARY DATA

Secondary data is collected from:

• Websites

• Books

SAMPLESIZE

I have targeted 100 people in the age group above 20 years for the purpose of
the research. The target population influences the sample size. The target
population represents the Mahua regions. The people were from different
professional backgrounds.

DATA COLLECTION
Data collection took place with the help of filling of questionnaires. The
questionnaire method has come to the more widely used and economical means
of data collection. The common factor in all varieties of the questionnaire
method is this reliance on verbal response to questions, written or oral.
 DATA ANALYSIS AND INTERPRETATION
Data analysis is the process of bringing order, structure and meaning to the mass
of collected data.

Table 1: Numbers of male and female respondent

GENDER NO OF RESPONDENT PERCENTAGE

MALE 60 60%

FEMALE 40 40%

TOTAL 100 100%

ANALYSIS
From the above table, we can see that out of total respondents 60 % are male
and 40 % are female.
 Respondent

Male
Female

INTERPRETATION:
From the above analysis, we came to know that male customers visit JUNFA
more than female.

Table 2: Ages of respondent

AGE NO OF RESPONDENT PERCENTAGE

Below 8 years 10 10%

9 – 20 years 25 25%

21- 35 years 35 35%

ABOVE 35 30 30%

TOTAL 100 100%

ANALYSIS
From the above table 10% of respondents belonging to below 8 years, followed
by to 9 to 20to 25%, 21 to 35 to 35%, and above 35 to 30%.

Respondent

Below 8 yrs
9 - 20 yrs
21 - 35 yrs
Above 35 yrs

INTERPRETATION
From the above analysis, the respondents belonging to age group of 21 to 35
are more.

Table3: Factors affecting customer satisfaction towards JUNFA.

FACTOR NO OF RESPONDENT PERCENTAGE

STAFFS 20 20%

SERVICES 40 40%

AFFORDABILITY 15 15%

TIMING 25 25%

TOTAL 100 100%

ANALYSIS
From the above table 20% of respondent feels staffs affect customer
satisfaction, 40% services, 15% affordability and 25% timing.

40%

35%

30%

25%

20% % of respondent

15%

10%

5%

0%
Staffs Services Affordability Timing

INTERPRETATION
From the above analysis 40% of respondent feels services affects customer
satisfaction towards JUNFA.
Table 4: Which service in JUNFA is best.
SERVICE NO OF RESPONDENT PERCENTAGE

LANDSCAPING 20 20%

CONSULTANCY 46 46%

DIET ADVISE 22 25%

AWARENESS 12 12%

TOTAL 100 100%

ANALYSIS
From the above table, 20% of respondent feels Landscaping service is best, 46%
Consultancy, 22% Diet Advise and 12% Awareness.

50%

45%

40%

35%

30%

25%

20%

15%

10%

5%

0%
Landscaping Consultancy Diet Advise Awareness
% of respondent

INTERPRETATION
From the above analysis 46% of respondent feels consultancy service is best in
JUNFA.
Table 5: How customer feel while taking service from JUNFA.
OPINION NO OF RESPONDENT PERCENTAGE

Great 34 34%

Good 38 38%

Not satisfied with the 20 20%

functions.

Not satisfied with the 8 8%

range of service

TOTAL 100 100%

ANALYSIS
The above statistical table shows that most of respondents i.e. 34 percentage of
customers feel great while taking service from JUNFA, 38 percentage of
customer feels good, 20 percentage of the customer not satisfied with the
function, and 8 percentage of the customer not satisfied with the service range.

% of customer

40%
35%
30%
25%
20% % of customer
15%
10%
5%
0%
Great Good Not satisfied Not satisfied
with function with range

Table6: Customers opinion regarding clarity of price in the JUNFA.

OPINION NO OF RESPONDENT PERCENTAGE

YES 94 94%

NO 6 6%

TOTAL 100 100%

ANALYSIS
The above statistical table shows that 94 percentage of the customer are
clarified about the price and 6percentage of customers are not clarified about
the price factor.

% of respondent

Yes

No

INTERPRETATION
From the above survey, 94 % of customers are clarified about price in company
while remaining 6 % of the customers are not clarified about the price; there is
a possibility of illiterate customers or not interested customers.

Table7: Employees spent enough time with customer.

OPINION NO OF RESPONDENT PERCENTAGE

YES 97 97%

NO 3 3%

TOTAL 100 100%

ANALYSIS
From the above table, 97% of respondent opinion is yes, employees spent
enough time with customer before sale whereas 3% opinion is no.

Yes No

INTERPRETATION
From the above survey, we get to know that greater no of respondent agrees
that the employees spent enough time with customer.

Table 8: Customers satisfaction toward JUNFA service.

OPINION NO OF PERCENTAGE
RESPONDENT

EXTREMELY 28 28%
SATISFIED

SATISFIED 44 44%

NEUTRAL 20 20%
 DISSATISFIED 8 8%

TOTAL 100 100%

ANALYSIS
From the above table, 44% of respondent are satisfied from service, 28% are
extremely satisfied, 20% are neutral and 8% are dissatisfied.

Extremely Satisfied Satisfied Neutral Dissatisfied

INTERPRETATION
From the above survey, we get to know that greater number of respondent are
satisfied with the service of JUNFA. So junfa should maintain same standard so
that customers can visit them and get satisfied and they should also works in the
negative feedbacks so that customers can change their opinion from negative to
positive.

Table9: Customers opinion toward employee behavior.

OPINION RESPONDENT PERCENTAGE
 FRIENDLY 98 98%

UNFRIENDLY 2 2%

TOTAL 100 100%

ANALYSIS
From the above table, 98% are friendly in behavior and 2% are unfriendly.

Friendly

Unfriendly

INTERPRETATION
From the above survey, we get to know that greater number of respondent
opinion is toward the employees behavior is friendly.
 FINDINGS

Based on the data following observations are made:

➢ Greater numbers of respondents are male who visits JUNFA.

➢ The common of the accused are lies in the age group of 21 to 35.

➢ Greater number of respondents feels service affects the customer

satisfaction toward Junfa.

➢ Greater number of respondents are satisfied with the service of

Junfa

➢ Greater number of respondents thinks Land scaping service is good in

JUNFA.

➢ Greater number of customers feel good while taking services from Junfa.

➢ The majority of respondent are clear about the price in the Junfa.

➢ Greater no of respondent agrees that the employees spent enough time

with customer.

➢ Greater number of respondents are satisfied with the service of Junfa.

 SUGGESTIONS

➢ Junfa has to implement good customer relationship management strategy

that enhances customer satisfaction level.

➢ They should promote the entire services offered by the Junfa.

➢ Company should undertake research and development to improve the

services which will help the Company in increasing customers and
customer satisfactions.

➢ Greater number of respondent opinion is good with the perception of

Landscaping service. So Junfa should maintain same standard so that
customers can visit them for their treatment and get satisfied.

➢ Focus on Customer satisfaction.

 CONCLUSION

Overall Internship is a really good and it helps me to develop and enhance my

skills and the knowledge. It was a good experience at the Junfa. The friendly
welcoming staff and the space they have created for a trainee allowed me with
full opportunities to learn and know myself as a 'worker working in the service
sector'. This experience brought out my strength and also the areas I needed to
work upon. It added more confidence to my professional approach, built a
stronger positive attitude and how to work in a team as a player. During this
internship I have developed a lot of confidence and courage in this industry.

My experience at the Junfa was a highly educative one. I went to the different
departments and learned the functioning of the service industry. I also learned
the value and importance of this industry. I am more confident and more likely
to do my work now. During my internship, I thoroughly enjoyed the challenges
that came along every single day. I learnt that this is just the beginning of the
road and I have to travel long distance in this field to be a successful person. This
Internship helped to identify my weakness and my strengths. The other reason
why I chose to take the on the job training course is as a preparation for more
challenging work environment and situation.
Name of the respondent: Occupation:

Place: Date:

QUESTIONNAIRE

1) Mention your Gender.

a. Male
b. Female

2) To which age group you belong to?

a. Below 8 years
b. 9 – 20 years
c. 21- 35 years
d. Above 35 years

3) Which factor do you think affects the customers most at Junfa?

a. Staff
b. Services
c. Affordability
d. Timing

4) Which among the following services is best at Junfa according to you?

a. Landscaping
b. Consultancy
c. Diet Advice
d. Awareness
5) How you feel while receiving service from Junfa?
a. Great
b. Good
c. Not satisfied with the functions
d. Not satisfied with the range of service

6) Do you have clarity regarding price at Junfa?

a. Yes
b. No

7) Do employees at Junfa spend enough time with the customers?

a. Yes
b. No

8) Overall, how much are you satisfied with Junfa service?

a. Extremely Satisfied
b. Satisfied
c. Neutral
d. Dissatisfied

9) How do you feel about the nature of employees’ behaviour at Junfa?

a. Friendly
b. Unfriendly
 BIBLIOGRAPHY

Data required to compile this report has been collected from many sources.
The nature of data comprises both Primary as well as Secondary data.
1. Websites visited to collect the data are:
i. www.emerald.com
ii. https://en.wikipedia.org/wiki/Landscaping
iii. https://en.wikipedia.org/wiki/Customer_satisfaction
iv. www.google.com

2. Other data has been taken from the annual reports of Junfa and with
the help of the Managing Director

3. Books referred to explain various concepts are:

(i) Marketing Management by Philip Kotler & Kevin Lane Keller

(ii) Service Marketing (People, Technology & Strategy) by Wirtz Jochen