Service Quality and Customer Expectation

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Submitted By,
Internal Guide, External Guide,
Prof. Budhaditya Padhi Mr.

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.


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.


* Introduction…………………………………………………………………..5 * About the Lift Industry…………………………………………………..6-12
* About Johnson Lifts

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