Service Quality and Customer Expectation

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  • Topic: Elevator, Otis Elevator Company, Elevators
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  • Published : March 3, 2013
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ktPROJECT REPORT ON
SERVICE QUALITY & CUSTOMER EXPECTATION
IN LIFT PRODUCTS

Submitted By,
RUDRA PRATAP MAHARATHY
REGD. NO.-
UNDER THE GURDIANCE OF
Internal Guide,External Guide,
Prof. Budhaditya PadhiMr.

ACKNOWLEDGEMENT
I would like to express my gratitude to the management of JOHNSON LIFTS PRIVATE LIMITED, Bhubaneswar for giving me the opportunity to undertake my summer internship program in the company which gave me an insight into the working of the company and the Lift industry sector as a whole. I owe my sincere thanks and heartfelt gratitude to Mr. K. Ramesh who gave time to share their thoughtful criticism and suggestions to improve the work. Their contribution gave me valuable insights into this project and immense knowledge of the area. I am thankful to Prof. (DR.) SUJATA MANGARAJ (DEAN-MBA, REGIONAL COLLEGE OF MANAGEMENT, AUTONOMOUS) and Prof. BUDDHADITYA PADHI for their help and guidance at every stage to help me complete this project on time.

Last but not the least, I would also like to thank my institute REGIONAL COLLEGE OF MANAGEMENT (AUTONOMOUS), for inculcating in me the management knowledge and skills and then providing me with the best opportunity to apply and update my knowledge and skills through summer internship in such an esteemed organization.

RUDRA PRATAP MAHARATHY

DECLARATION
I RUDRA PRATAP MAHARATHY hereby declare that this project report entitled “AN ANALYSIS OF SERVICE QUALITY & CUSTOMER EXPECTATION IN LIFT PRODUCTS; WITH FOCUS ON JOHNSON LIFTS.”, submitted by me, under the guidance of Prof. BUDDHADITYA PADHI, Prof. in Marketing Department of REGIONAL COLLEGE OF MANAGEMENT (AUTONOMOUS) is my own and has not been submitted to any other University or Institute or published earlier.

Place:BHUBANESWAR
Date: RUDRA PRATAP MAHARATHY

INDEX
CHAPTER-1
* Introduction…………………………………………………………………..5 * About the Lift Industry…………………………………………………..6-12 CHAPTER-2
* About Johnson Lifts Pvt. Ltd………………………………………..13-14 * Factories……………………………………………………………………..15-17 * Products Of Johnson Lifts…………………………………………….17-18 * Installations…………………………………………………………………19-21 * Research Objectives…………………………………………………….21-24 CHAPTER-3

* Literature Review…………………………………………………………25-28 * Existing Processes And Business Environment………………28-40 CHAPTER-4
* Research Methodology………………………………………………...41 * Research Design……………………………………………………………42-43 * Sampling Plan……………………………………………………………….44 * Sample Size…………………………………………………………………..44 * Tools Used For Analysis…………………………………………………45

CHAPTER-5
* Data Analysis And Interpretation……………………………………46-52
CHAPTER-6
* Finding…………………………………………………………………………..53-54 * Recommendation…………………………………………………………..54 * Conclusion……………………………………………………………………..55-56 * Bibliography…………………………………………………………………..56 INTRODUCTION

About the Lift Industry
People in the vertical transportation industry, as well as those who are simply intrigued about elevators and escalators, have an abundant curiosity about how many there are in operation and where they are located. What is the elevator industry? How large is it? What components and other elements comprise the industry? Who are the participants? How many elevators and escalators exist in the U.S.? Worldwide? How many people does the industry employ? Addition ally, elevator industry members and those who may be thinking of entering the elevator industry need to know what type of market to prepare for and how best to serve that market. This report strives to provide some of the answers to the most frequently asked questions regarding the size and state of the elevator industry in most parts of the world. Imagine taking a census of the units installed and in place. How would that be done? Could we enlist every mechanic and sales representative, as well as any other possible participant, to count and record all the elevators in every building throughout the country?...
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