ReviewEssays.com - Term Papers, Book Reports, Research Papers and College Essays
Search

A Study on the Customer Gap and Perception of the Employees Regarding the Services Provided by Reliance Jio

Essay by   •  November 7, 2017  •  Research Paper  •  10,914 Words (44 Pages)  •  493 Views

Essay Preview: A Study on the Customer Gap and Perception of the Employees Regarding the Services Provided by Reliance Jio

Report this essay
Page 1 of 44

A study on the customer gap and perception of the employees regarding the services provided by Reliance JIO

A SUMMER INTERNSHIP REPORT

Submitted by

SHRINGARIKA GUPTA

1613086

in partial fulfilment of Summer Internship for the award of the degree

Of

POST GRADUATE DIPLOMA IN MANAGEMENT

[pic 1]

THIAGARAJAR SCHOOL OF MANAGEMENT MADURAI

PAMBAN SWAMY NAGAR, THIRUPARAKUNDRAM

MADURAI, 625005

September 2017


            Acknowledgement

As a part of the PGDM curriculum at Thiagarajar School of Management, the ‘Summer Internship Program’ enables the students to enhance their skills, expand their craniums by applying various theories, concepts and laws to real life scenario which would further prepare them to face the extremely

Competitive Corporate World” in the near future.

It has been a highly enriching experience to do my Internship at Reliance JIO Infocom, during the summer of 2017. It has been possible to achieve the perfect blend of the valuable experience gained from the work place and the indispensable knowledge gathered from theoretical studies. Moreover, the much-needed work ethics and culture have been inculcated carefully over the period of the internship.

First of all I would like to thank my Parents for the support that they gave me.

I would like to take this opportunity to thank Mr. Abhash Pandey, Dy General Manager, who gave me triggering points to think, to move ahead in my internship and directed me whenever needed. I thank him for having given me this golden opportunity of being associated with the company.

I would also like to thank my faculty guide, Prof. Dr. S Goswami, Thiagarajar School of Management, for the constant moral support extended to me for smoothly completing my internship and sharing my experience.

My sincere regards to Dr. Tanusree Chakraborty, Dean, Thiagarajar School of Management for giving me the privilege to be associated with such an esteemed organization and carry the college’s name forward. Special thanks to Prof. Gautam Ghosh, Director, Thiagarajar School of Management, for his aspiring guidance, invaluably constructive criticism, and friendly advice during the project work. I would also like to thank my friends who have helped to understand various concepts and my peers who helped me in the collection of data.

I have tried my level best to apply my understanding & skills to the fullest during this project. I can only trust that this report is worthy of all the confidence that everyone mentioned above has placed in me.

 

DECLARATION

 

I certify that  

 

  1. The work contained in this Summer Internship Programme is original and has been done by myself under the general supervision of my Industry and Internal supervisors.  
  2. The work has not been submitted to any other Institute for any degree or diploma.  
  3. I have followed the guidelines provided by the Institute in writing the report.  
  4. I have conformed to the norms and guidelines given in the Ethical Code of Conduct of the

Institute.  

  1. Whenever I have used materials (data, theoretical analysis and text)   from other sources, I have given due credit to them by citing them in the text of the thesis and giving their details in the references.  
  2. Whenever I have quoted written materials from other sources, I have put them under quotation marks and given due credit to the sources by citing them and giving required details in the references.  

 

 

 

 

 

 

                                      Table of Contents

              Page No

Certificate          

Acknowledgement………………………………………………………..........................................       i

Declaration……………………………………………………………………..................................       ii

Abstract………………………………………………………………………………………………      vii

Chapter 1          

Introduction ………………………………………………………………………….... ……….....            1-2

Chapter 2          

Literature Review                 3-9

     2.1 Customer Satisfaction………………………………………………………………………..      3-5

     2.2 Customer Perception ……………………………………………………………....................     5-6

     2.3 Customer Expectation………………………………………………………………………..      6-7

     2.4 Service Quality……………………………………………………………………………….              7-8

     2.5 SERVQUAL Model…………………………………………………………………………..      8-9

Chapter 3          

Company Profile……………………………………………………………………………………..         9-16

Chapter 4

Theoretical Study

      4.1 Background of the research.…………………………………………………………….            

      4.2 Research Question……………………………………………………………………...

      4.3 Purpose of the study…………………………………………………………………….

      4.4 Research Objective…………………..………………………………………………….

      4.5 Limitation of the Study……………………………………………………………….…

 17-18

 17

 17

 18

 18

 18

Chapter 5

Research Methodology

     5.1 Research Method………………………………………………………………………..

     5.2 Data Collection………………………………………………………………………….

     5.3 Designing of Questionnaire……………………………………………………………..

     5.4 Sampling…………………………………………………………………………………

     5.5 Analysis Methods………………………………………………………………………..

 19-22

 

 19

 19

 20

 20

 21-22

Chapter 6

Analysis and Discussion

6.1 Customer Expectation……………………………………………………………………….

6.2 Customer Perception…………………………………………………………………………

6.3 Customer Gap………………………………………………………………………………..

6.4 Measuring the Impact of SERVQUAL on Customer Satisfaction…………………………..

6.5 Employee Perception…………………………………………………………………………

6.6 Difference between customer expectation and employee perception………………………..        

6.7 A comparison on Customer expectation, perception and employee perception…….…….37-39

Chapter 7                                                                                                                                      40    

 Conclusion          

    7.1 Findings…………………………………………………………………………………….40

   7.2 Recommendation………………………………………………………………....................40

 26-

 

 24-25

 25-26

 26-30

 30-33

 34

35-37

         

...

...

Download as:   txt (81.2 Kb)   pdf (1.1 Mb)   docx (758.1 Kb)  
Continue for 43 more pages »
Only available on ReviewEssays.com
Citation Generator

(2017, 11). A Study on the Customer Gap and Perception of the Employees Regarding the Services Provided by Reliance Jio. ReviewEssays.com. Retrieved 11, 2017, from https://www.reviewessays.com/essay/A-Study-on-the-Customer-Gap-and-Perception/79689.html

"A Study on the Customer Gap and Perception of the Employees Regarding the Services Provided by Reliance Jio" ReviewEssays.com. 11 2017. 2017. 11 2017 <https://www.reviewessays.com/essay/A-Study-on-the-Customer-Gap-and-Perception/79689.html>.

"A Study on the Customer Gap and Perception of the Employees Regarding the Services Provided by Reliance Jio." ReviewEssays.com. ReviewEssays.com, 11 2017. Web. 11 2017. <https://www.reviewessays.com/essay/A-Study-on-the-Customer-Gap-and-Perception/79689.html>.

"A Study on the Customer Gap and Perception of the Employees Regarding the Services Provided by Reliance Jio." ReviewEssays.com. 11, 2017. Accessed 11, 2017. https://www.reviewessays.com/essay/A-Study-on-the-Customer-Gap-and-Perception/79689.html.