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Project report on Customer Satisfaction 2011

A study on

''TOPIC NAME''

AT

GMR, MALE' WATER & SEWERAGECOMPANY PVT LTD

A project report submitted in partial fulfillment of the requirements for the award of

DIPLOMA IN OFFICE MANAGEMENT & ADMINSTRATION

Approved By: MALDIVES QUALIFICATION AUTHORITY (MQA)

Submitted By

MAMSOOHA IBRAHIM

Index No. CYX 2010

Batch MA 11

UNDER THE GUIDANCE OF

MR. SUBHASH KR

Ma. Light Corner #1, Kenery Magu,

Male', Republic of Maldives.

www.cyryxcollege.edu.mv

Batch MA 11 (2009 2011)


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Ma. Light Corner #1, Kenery Magu,

Male', Republic of Maldives.

www.cyryxcollege.edu.

mv

Tel: +960 3328396 /3320004

Fax: +960 3321012

CERTIFICATE

This is to certify that this project report entitled A study of customer satisfaction ofGMR,

Male Water & sewerage company has been prepared by Ms. Mamsooha Ibrahim under my

supervision and guidance in partial fulfillment of the requirement for the award of the

Diploma in office Management and Administration from Cyryx College.

Mr. Subhash KR

Project Guide and Senior Lecturer

School of Business - Cyryx College
http://www.cyryxcollege.edu.mv/http://www.cyryxcollege.edu.mv/http://www.cyryxcollege.edu.mv/http://www.cyryxcollege.edu.mv/


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STUDENT DECLARATION

I hereby declare that this project report is prepared by me under the guidance of Mr. Subhash

K R, Senior Lecture; School of Business Management is the result of my original work after

undergoing study for a period of 3 months at Cyryx College in partial fulfillment of Diploma

in Office Management and Administration 2009-20011 at Cyryx College.

Date: Name:

Place: Index #.:


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ACKNOWLEDGEMENT


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Outline for Project Work


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CONTENTS

ChapterNo.

Title Page No.

1. Introduction

2-15

2. Research Design

16-23

3. Company Profile

24-30

4. Data Analysis and Interpretation31-69

5. Summary

Findings

Suggestion

Conclusion

70-72

6. Bibliography

73

7. Annexure

74-77


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LIST OF TABLES

S.no Contents Page no

1 (a) Table showing awareness of career leave policy 31

(B) Table showing the importance of career leave policy in an

organization

32

2 (a) Table showing awareness of study/training leave policy 33

(B) Table showing the importance of studying or training leave policy

in an organization

34

3 (a) Table showing awareness of religious leave policy 35

(B) Table showing the importance of religious leave policy in anorganization 36

4 (a) Table showing awareness of the pooling of leave entitlement policy 37

(B) Table showing the importance of the pooling of leave entitlement

policy in an organization

38

5 (a) Table showing awareness of paid paternity leave policy 39

(B) Table showing the importance of paid paternity leave policy in an

organization

40

6 (a) Table showing awareness of policy of returning to the same job

after maternity or paternity leave

41

(B) Table showing the importance of returning to the same job after

maternity or paternity leave policy in an organization

42

7 (a) Table showing awareness of pre natal leave policy 43

(B) Table showing the importance of pre natal leave policy in an

organization

44

8 (a) Table showing awareness of staggered return to work afterpregnancy policy

45

(B) Table showing the importance of staggered return to work after

pregnancy policy in an organization

46

9 (a) Table showing awareness of job sharing policy 47

(B) Table showing the importance of job sharing policy in this

organization

48


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LIST OF GRAPHS

S no. Contents Page no.

1 (a) Graph indicating the awareness of career leave policy 31

(b) Graph indicating importance of career leave policy in an

organization

32

2 (a) Graph indicating the awareness of study or training leave policy 33

(b) Graph indicating importance of study or training leave policy in

an organization

34

3 (a) Graph indicating the awareness of religious leave policy 35

(b) Graph indicating importance of religious leave policy in an

organization

36

4 (a) Graph indicating the awareness of pooling of leave entitlement

policy

37

(b) Graph indicating importance of pooling of leave entitlement

policy in an organization

38

5 (a) Graph indicating the awareness of paid paternity leave policy 39

(b) Graph indicating importance of paid paternity leave policy in an

organization

40

6 (a) Graph indicating the awareness of opportunity to return to the

same job after maternity or paternity leave policy

41

(b) Graph indicating importance of opportunity to return to the same

job after maternity or paternity leave policy

42

7 (a) Graph indicating the awareness of pre natal leave policy 43

(b) Graph indicating the importance of pre natal leave policy in an

organization

44

8 (a) Graph indicating staggered return to work after pregnancy policy 45

(b) Graph indicating the importance of staggered return to work

after pregnancy

46

9 (a) Graph indicating the awareness of job sharing policy 47

(b) Graph indicating the importance of job sharing policy in an

organization

48


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FINDINGS AND SUGGESTIONS

Passengers who were satisfied with the availability of baggage carts/ trolleys at this

airport were more than the number of passengers who were satisfied with the access ofsea transportation to/from at this airport.

The maximum number of passengers were not satisfied with the restaurant/ eating

facilities and the value for money of restaurant/ eating facilities at this airport.

Most of the passenegers were not satisfied with the availabiluity of Bank/ ATM/ money

changers at this airport.

Maximum number of passengers were not satisfied with the shopping facilities and the

value for money of shopping facilities.

The speed of bagagge delivery service at this airport is poor, so company can improve

this service for the passengers.

Most of the passengers were satisfied with the cleanliness of this airport and the Internet

service at this airport.


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CONCLUSION


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BIBLIOGRAPHY


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ANNEXURE

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