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Chepterno1.
INTRODUCTION
In this research we have surveyed the preference and buying behavior of consumers for news
paper. During this research we have interacted with people of “surat”.after this research we came to
know how people perceives these news paper on the variable like
price,quality,advertisement,satisfacation, act.
The quality of services offered will determine customer satisfaction. For these reason, research
on customer satisfaction is often closely associated with measurement of quality. There is lot of
literature available on the relationship between customer satisfaction and service quality.
The four leading newspaper that is…..
- Gujarat Samachar
- Sandesh
- Gujarat Mitra
- Divya Bhaskar
-Other
1
1.1 About the Newspaper industry
James Augusta Hicky, an Englishman, gave India its first newspaper in January, 1780.The
weekly Bengal Gazette, also known as Hicky’s gazette, was a rag of sports with gossip about
English society in Bengal. The newspaper closed down soon after, but it had fathered the birth of
the Newspaper Industry in India. The first Indian-owned, Indian–language was Sambad Kaumudi,
started in 1820 rather appropriately by RajRam Mohan Rai. Within a few years came the
newspapers whose names sound more familiar to us:
Times of India in 1838 The Hindu in 1878 Malayalam Manorama in 1888
By 1941, about 4000 newspapers and magazines were in print 17 languages and the
underlying them was the end of colonial rule.
From the late-1970s onwards, the press stated becoming “broad based”. This was the phase
of progressive expansion in circulation of dailies across languages and linguistic regions including
the hitherto dorman segments.
In the late 1980’s and the 1990’s, Indian newspapers underwent a facelift in order to keep up
with magazines and copy with the rise of television, which represent major competition for
advertising revenues. Till the year 1995 the industry had a approximately 70% share in the total
advertisement market.
Today, India publishes more daily newspaper than any other country in Asia, covering a
range of languages and cultural diversity that is unparallel in the world. In 2003 there were over
55,000 newspaper and parodies in India published in 101 languages and dialects and enjoying a
circulation of above 142 million (exhibit 1 and 2) in India the industry has traditionally been owner-
driven and capital intensive with a high gestation period and it remains so.
Newspapers are inherently local products, identified with a specific geographic market by
the news and advertising conveyed about that market. Weekly and non-daily newspapers provide
some local news, but not state, national or international information. In addition, the range of news
and advertising provided by weeklies is limited, so it is rare for consumers to substitute non-daily as
information sources.
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1.2 INTRODUCTION OF NEWS PAPER
1.2.1 Gujarat Samachar
Promoted by brothers Bahubali Shah and Shreyansh Shah, Gujarat Samachar (GS) has been
operating for more than 72 years, more as a close kit, family-run business with older brother
Shreyansh Shah involved in editorial and younger brother Bahubali Shah in charge of marketing. .
Today, the group boasts of six editions including Ahmadabad, Baroda, Surat, Rajkot, Bhavnagar
and Mumbai, as well as two satellite in Mehshana and Kheda, which are districts adjoining
Ahmadabad
1.2.2 Sandesh
Sandesh Samachar began in journey in 1923, and by now have 5 editions, seven lakh plus
circulation per day and 46 lakh plus readership, Until 1984 it had single edition published daily
from Ahmadabad second edition from Baroda was launched in 1985 follows by Surat in 1989,
Rajkot in 1990 and Bhavnagar in 1998.
The company went public in 1994 with a premium of Rs.90 on the value of Rs.10per share. The
issue was oversubscribed by 15 times.
The success of Sandesh can be summarized as under:
Strict quality control. Creating All India Marketing network. Substation profit for the company and liberal dividends for the Shareholders. Distribution network at every corner of Gujarat. Modernization and up gradation of printing units. Launching Health-Care division of Sandesh Limited, which is marketing FMCG products.
1.2.3. Divya Bhaskar
The Bhaskar Group launched its Gujarati newspaper “Divya Bhaskar” in June 2003 from
Ahmadabad. The Ahmadabad launch was carried through an elaborate consumer contact program, a
door-to-door survey, As a result, 8 lake plus households in Ahmadabad and 3.5 lakh households in
the upcountry districts like Mehshana and Anand, were called on in the month of March 2003
1.2.4. Others
In other We have surveyed the performance and behavior of various news paper like times of India,
Mid-day, Patrika, Mega Gujarat, etc..
3
Chapter no 2
2. Problem statement
A large number of newspaper agencies are present. Customers have a different preference level
over bying the news paper. This research has been carried out to know what a publisher can do to
increases his sales of news paper. What improvement can be done in the contents or material of
paper, so as to attract customer among the difference news paper available.
2.1RESEARCH OBJECTIVES
This project is based on the study of customer satisfaction with service quality of various news
papers. Objective of the study are
(1) The objective is to know about customer satisfaction level associated with the customer
preference level.
(2) The important objective of this study is to determine the information provided by the newspaper to the customer.
2.2 Hypotheses
Certain Hypotheses are chalked out to understand properly and statistically analyze the issues regarding the research question.
H1: Strategies of price of the newspapers are uncorrelated with occupation
4
Chapter no 3.
RESEARCH METHODOLOGY
The researcher has undertaken a research study on “The study of customer satisfaction with service
quality of various news papers”. The research study was undertaken by containing 100 respondents
using Questionnaire.
The research is made with a clear objective the customer satisfaction level measurement
with respect to the newspaper they prefer. After the detail study an attempt has been made present
comprehensive analysis of consumption of news paper. The data had been used to cover various
aspects like consumption, consumer’s preferences and customer satisfaction. We have use SPSS
15.0 software for data analysis of over study.
3.1 Research design
We will design a questionnaire based on newspaper problem such as,
1. satisfaction2. quality3. service4. price5. print 6. variety
3.2 Sample Size
The total sample size was taken 100 respondents for filling up the questionnaire. Sampling is
done based on convenience non-probability sampling method because as the topic of research is
very vast.100 respondents are divided in to 20 respondents of each newspaper.
Gujarat Samachar – 20 Respondents
Sandesh – 20 Respondents
Divya Bhaskar – 20Respondents
Gujarat Mitra – 20 Respondents
5
3.3Sources of data collection
The information need of research is such that it requires primary and secondary data.
(1) Primary data: the primary data comprises information survey of this project has
been collected directly from respondent with the help of structured questionnaires.
(2) Secondary data :The secondary data was collected from internet references books
from library
3.3Limitations
As the market of Newspaper is very vast, it is difficult to conclude anything based on the response of such a small sample size of 100 respondents.
Some of the respondents were reluctant to give the correct information about the research area.
Due to less time period covered a small sample as research report.
6
Chapter no 4
.Analysis of the study
Gender of the respondent
frequency percent valid percent cumulative %
valid male 52 52 52 52
female 48 48 48 100
total 100 100 100
male female46
47
48
49
50
51
52
53
percentage
INTERPRETATION
As per the above frequency table and bar graph it indicate that out of 100 respondent there are 52
respondents are male and 48 are female.
7
Age of the respondents
valid frequency percent valid percent cumulative %
below20 12 12 12 1220-30 32 32 32 4430-40 36 36 36 80above40 20 20 20 100total 100 100 100
below20 20-30 30-40 above400
5
10
15
20
25
30
35
40
percentage
INTERPRETATION
As per the above frequency table and bar graph it indicate that out of 100 respondent 12% are
below 20 year , 32% are in between 20 to 30 , 36% are in between 30 to 40 and remaining 20% are
above 40 years
8
Occupation of the respondent
frequency percentvalid percent cumulative%
valid student 22 22 22 22
house wife 18 18 18 40employee 24 24 24 64business 36 36 36 100
total 100 100 100
student house wife employee buisness0
5
10
15
20
25
30
35
40
percentage
INTERPRETATION
As per the above table and bar graph it indicate that out of 100 respondent
There are 22 % respondents are from student category, 18 % are from house wife, 24% are from
employee and 36 % are from business category
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4.1Divya Bhaskar
4.1.ASatisfied with the print and material
Frequency PercentValid
Percent
Cumulative
Percent
yes 12 60 60 60
no 2 10 10 70
maybe 4 20 20 90
Cant say 2 10 10 100
Total 20 100 100
yes no maybe cant say0
10
20
30
40
50
60
70
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 60% says yes ,
10% are says no , 20% are says may be and remaining 10% are can’t says.
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4.1.Bsatisfied with the availability of news paper
Frequency Percent Valid PercentCumulative Percent
yes 20 100 100 100no 0 0 0 0Maybe 0 0 0 0
cant say 0 0 0 0Total 20 100 100 100
yes no Maybe cant say0
20
40
60
80
100
120
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 100% satisfied
with availability of newspaper.
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4.1.cSatisfied with the price of newspaper
Frequency Percent Valid PercentCumulative
Percent
yes 16 80 80 80
no 4 20 20 100
maybe 0 0 0
Can’t say 0 0 0
Total 20 100 100
yes no maybe Cant’say 0
10
20
30
40
50
60
70
80
90
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 80% are satisfied and
20% are not satisfied with the price of newspaper.
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4.1.dSatisfied with the service provided by news papers
Frequency PercentValid Percent Cumulative Percent
Valid yes 10 50 50 50
no 6 30 30 80
maybe 4 20 20 100
Can’t say 0 0 0
total 20 100 100
yes no maybe cantsay0
10
20
30
40
50
60
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 50% are satisfied and
30% are not satisfied, 20% says maybe with the newspaper.
13
4.1.ESatisfied with coverage of advertisement.
Frequency PercentValid Percent Cumulative Percent
yes 10 50 50 50
no 6 30 30 80
maybe 4 20 20 100
can't say 0 0 0
total 20 100 100
yes no maybe can't say0
10
20
30
40
50
60
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 50% are satisfied and
30% are not satisfied, 20% says maybe with the newspaper.
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4.1.FWhat change you like in your news paper
Frequency PercentValid
Percent Cumulative Percent
price 2 10 10 10
quality 6 30 30 40
scheme 2 10 10 50
detailed 8 40 40 90
clarity 2 10 10 100
Total 20 100 100
price quality scheme detailed clairity0
5
10
15
20
25
30
35
40
45
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 10% are like change in price, 30% are like change in quality,10% are like change in scheme, 40% are like change in detailed, 10% are like change in clarity.
4.2 Gujarat Mitra 15
4.2.ASatisfied with the print and material
Frequency PercentValid Percent Cumulative Percent
yes 9 45 45 45no 8 40 40 85maybe 2 10 10 95
cant' say 1 5 5 100
Total 20 100 100
yes no maybe cant' say05
101520253035404550
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 45% says yes ,
40% are says no , 10% are says may be and remaining 5% are can’t says.
4.2.BSatisfied with the availability of news paper
16
Frequency Percent Valid Percent Cumulative Percent
yes 18 90 90 90
no 2 10 10 100
maybe 0 0 0 0
can't say 0 0 0 0
total 20 100 100
yes no maybe can't say0
10
20
30
40
50
60
70
80
90
100
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 90% are
satisfied and 10% are dissatisfied with the availability of news paper.
4.2.CSatisfied with the price of newspapers17
Frequency PercentValid Percent Cumulative Percent
yes 19 95 95 95
no 1 5 5 100
maybe 0 0 0
can't say 0 0 0
total 20 100 100
yes no maybe can'tsay0
10
20
30
40
50
60
70
80
90
100
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 95% are
satisfied and 5% are dissatisfied with the price of news paper.
18
4.2.D Satisfied with the service provided by the news paper
Frequency PercentValid Percent
Cumulative Percent
yes 11 55 55 55
no 6 30 30 85
maybe 3 15 15 100can'tsay 0 0 0
total 20 100 100
yes no maybe can'tsay0
10
20
30
40
50
60
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 55% are says
yes and 30% are says not and 15% says..
4.2.E satisfied with the coverage of advertisement
19
Frequency PercentValid Percent Cumulative Percent
yes 12 60 60 60
no 7 35 35 95
maybe 1 5 5 100
can't say 0 0 0
total 20 100 100
yes no maybe can't say0
10
20
30
40
50
60
70
Percent
Interpdritation
As per the above frequency table and bar graph it indicate that out of 20 respondent 60% are
satisfied and 35% are not satisfied, 5% says maybe with the coverage of advertisement.
20
4.2.FWhat change you like in news paper
Frequency PercentValid Percent Cumulative Percent
price 2 10 10 10quality 10 50 50 60scheme 1 5 5 65detail 5 25 25 90clarity 2 10 10 100Total 20 100 100
price quality scheme detail clarity0
10
20
30
40
50
60
Percent
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 10% are like
change in price, 50% are like change in quality,5% are like change in scheme, 25% are like change
in detailed, 10% are like change in clarity.
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4.3. Gujarat samachar
4.3.A Satisfied with the print/material of news paper
Frequency PercentValid Percent Cumulative Percent
yes 13 65 65 65
no 5 25 25 90
maybe 2 10 10 100
can't say 0 0 0
total 20 100 100
yes no maybe can'tsay0
10
20
30
40
50
60
70
Percent
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 65% says yes , 25% are says no , 10% are says may be.
22
4.3. B Satisfied with the availability of news paper
Frequency Percent Valid Percent Cumulative Percent
yes 19 95 95 95
no 1 5 5 100
maybe 0 0 0
can't say 0 0 0
total 20 100 100
yes no maybe can't say0
10
20
30
40
50
60
70
80
90
100
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 95% are satisfied and 5% are not satisfied.
23
4.4.C Satisfied with the price of newspaper
Frequency PercentValid Percent Cumulative Percent
yes 17 85 85 85
no 3 15 15 100
maybe 0 0 0
can't say 0 0 0
total 20 100 100
yes no maybe can't say0
10
20
30
40
50
60
70
80
90
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 85% are satisfied and 15% are not satisfied.
24
4.4. D Satisfied with the service provided by newspapers.
Frequency PercentValid Percent Cumulative Percent
yes 13 65 65 65no 6 30 30 95maybe 1 5 5 100can't say 0 0 0total 20 100 100
yes no maybe can'tsay0
10
20
30
40
50
60
70
Percent
Interpretation
As per the above frequency table and bar graph it indicates that out of 20 respondent 65% are satisfied and 30% are not satisfied and 5% are maybe.
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4.4. E Satisfied with the coverage of advertisement.
yes no maybe can't say0
5
10
15
20
25
30
35
40
45
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 40% says yes ,
40% are says no , 5% are says may be and remaining15% are can’t says.
26
Frequency PercentValid Percent Cumulative Percent
yes 8 40 40 40no 8 40 40 80maybe 1 5 5 85
can't say 3 15 15 100Total 20 100 100
4.4. F What Change you like in newspaper.
Frequency PercentValid Percent Cumulative Percent
price 3 15 15 15
quality 5 25 25 40
scheme 1 5 5 45
detail 8 40 40 85
clarity 3 15 15 100
Total 20 100 100
price quality scheme detail cliearity0
5
10
15
20
25
30
35
40
45
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 15% are like
change in price, 25% are like change in quality,40% are like change in scheme, 5% are like change
in detailed, 15% are like change in clarity
27
4.4. Sandesh
4.4. A Satisfied with the print/material of news paper
Frequency PercentValid Percent Cumulative Percent
yes 13 65 65 65no 5 25 25 90maybe 2 10 10 100
can't say 0 0 0total 20 100 100
yes no maybe can't say0
10
20
30
40
50
60
70
Percent
Interpretation
As per the above frequency table and bar graph it indicates that out of 20 respondent 65% are satisfied and 25% are not satisfied and 10% are maybe.
28
4.4. B Satisfied with the availability of news paper
Frequency PercentValid Percent Cumulative Percent
yes 16 80 80 80no 3 15 15 95maybe 1 5 5 100can't say 0 0 0total 20 100 100
yes no maybe can't say0
10
20
30
40
50
60
70
80
90
Percent
Interpretation
As per the above frequency table and bar graph it indicates that out of 20 respondent 80% are satisfied and 155% are not satisfied and 5% are maybe.
29
4.4. C Satisfied with the price of newspaper
Frequency Percent Percent Cumulative Percentyes 17 85 85 85no 3 15 15 100maybe 0 0 0
can't say 0 0 0total 20 100 100
yes no maybe con't say0
10
20
30
40
50
60
70
80
90
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 85% are satisfied and 15% are not satisfied.
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4.4. D Satisfied with the service provided by newspapers.
Frequency Percent Percent Cumulative Percent
yes 13 65 65 65
no 1 5 5 70
may be 6 30 30 100
can't say 0 0 0
total 20 100 100
yes no may be can't say0
10
20
30
40
50
60
70
Percent
Interpretation
As per the above frequency table and bar graph it indicates that out of 20 respondent 65% are satisfied and 5% are not satisfied and 30% are maybe.
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4.4 .E Satisfied with the coverage of advertisement
Frequency Percent Percent Cumulative Percent
yes 8 40 40 40
no 7 35 35 75
maybe 2 10 10 85
can't say 3 15 15 100
Total 20 100 100
yes no maybe can't say0
5
10
15
20
25
30
35
40
45
Percent
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 40% says yes ,
35% are says no , 10% are says may be and remaining15% are can’t says.
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4.4. F What Change you like in newspaper.
Frequency Percent Percent Cumulative Percent
price 2 10 10 10quality 5 25 25 35scheme 4 20 20 55detail 7 35 35 90clarity 2 10 10 100Total 20 100 100
Interpretation
As per the above frequency table and bar graph it indicate that out of 20 respondent 10% are like
change in price, 25% are like change in quality,20% are like change in scheme,35% are like change
in detailed, 10% are like change in clarity.
4.5. Others..
These are the respondents who are not reading Guajarati news paper.
We have served 20 respondent of other news paper.80% satisfied and reaming 20% were half filled so neglected.
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price quality scheme detail clarity0
5
10
15
20
25
30
35
40
Percent
Che- no 5
5.1Analysis of Hypothesis test
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percentperson * price 4 4.0% 96 96.0% 100 100.0%
Person * price Cross tabulation
Count
price Total
yes Can’t say yesperson 18.00 0 1 1
22.00 1 0 124.00 1 0 136.00 0 1 1
Total 2 2 4
Chi-Square Tests
Value dfAsymp. Sig. (2-sided)
Pearson Chi-Square 4 3 0.261464Likelihood Ratio 5.545177 3 0.135961
Linear-by-Linear Association 0.266667 1 0.605577N of Valid Cases 4
Assumption significations value is higher than 0.5, so that null hypotheses is not rejected.
34
Chapter no 6.
6.1Conclusion
A survey of the people has been conducted to know the satisfaction level of various
news papers.
Most of the respondents said that they are not satisfied with Divya Bhaskar because of the high coverage of advertisement. They said that sometimes approximately 50 to 60% of the pages are covered by the advertisement. Hence, they should improve the quality of supplements.
Most of the respondents said that they are not satisfied with the print material of gujratmitra
newspaper because of poor quality. Comparison to other news paper most of respondent
not satisfied with the service provided by the newspaper.
Comparison to other, in gujratsamachar news paper they are not satisfied with the service
provided by the news paper or also I think gujratsamachar not given proper business news.
In Sandesh most of respondent are not satisfy with the detail news of news papers.
6.2Recommendations and suggestion
1. Gujarat Samachar concentrate on service of newspapers.
2. Sandesh needs to concentrate on increasing the detail news.
3. Improving the quality of paper by Gujarat Mitra as well as introducing promotional plans as done by other newspaper to compete in the market.
4. Divya Bhaskar needs to concentrate on reducing the coverage of advertisement.
35
7.Bibliography
Reference books:
Marketing Research, By G.C.Berry Research Methodology, By Bhattacharya
Websites:
www.india.net
www.sandesh.com
www.gujaratsamachar.com
www.divyabhaskar.com
36
5. Annxture : QUESTIONNAIRE
With honor,
We are student of D.B.I.M., VNSGU, Surat, doing a research on customer satisfaction with the service quality of various NEWS PAPER. We will be thankful, if you give proper and right answer of our questions. This information collected is purely for academic purpose & would be kept confidential. Thank you for spending your valuable time with us.
1. Personal Information1. Name:2. Age:
3. Gender: Male
Female
4. Occupation:
Student House Wife
Employee Business
5. Daily which news paper you purchased?
1. Divya Bhaskar 2. Gujarat Mitra
3. Gujarat Samachar 4. Sandesh
5. Others
1) Are you satisfied with the print/material of your news paper?
Yes No May be Cant’ say
2) Are news paper easily available?
Yes No May be Cant’ say
3) Do you satisfied with the price of news paper?
Yes No May be Cant’ say
4) Are you satisfied with the service provide by your news paper?
Yes No May be Cant’ say
5) Are you satisfied with the coverage of advertisement?
Yes No May be Cant’ say
6) What change you like in news paper?
Price Quality Promotional scheme
News detailed Clarity
37
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