INTRODUCTION Communication and transportation has made the earth a very small planet to live in. The process of social change produced societies that are highly dependent on mass communication. It is natural that mass communica communication tion is possible possible only through through mass media. media. Newspaper Newspaper is one among among the mass mass media media availa available ble and probab probably ly the most most distin distinct ct and important achievement achievement for the society. society. The newspaper acts as the agency of “information and education”. It is also an instrument of democracy. The role of newspaper during the independence struggle was signif significa icant. nt.
The newspap newspaper er has not lost lost its import importance ance with with the rapid rapid
development of the other media which can be seen from the increasing circulation if various newspapers. Newspapers have become the food for upgrading upgrading knowledge. knowledge.
Overcoming Overcoming fear fear and gaining gaining information information about about
current affairs affairs around the world nation, region etc. This is the same for a student, business man, government or private employee or a housewife who who has has the the impo import rtan antt task task if educ educat atin ing g and and brin bringi ging ng up tomo tomorro rrow’ w’s s citizens of the world.
THE ORIGIN OF NEWSPAPERS IN INDIA The The hist histor ory y of news newspa pape pers rs is an ofte oftenn-dr dram amat atic ic chap chapte terr of the the huma human n expe experi rien ence ce goin going g back back some some five five centu centuri ries es.. In Rena Renais issa sanc nce e Europe Europe handwritte handwritten n newsletter newsletters s circulated circulated privately privately among merchants, merchants, passin passing g along along inform informati ation on about about everyt everythin hing g from from wars wars and econom economic ic condit condition ions s to social social custom customs s and "human "human intere interest" st" featur features. es. The first first printed forerunners of the newspaper appeared in Germany in the late 1400 1400's 's in the the form form of news news pamp pamphl hlet ets s or broa broads dsid ides es,, ofte often n high highly ly sensationalized in content. Some of the most famous of these report the atroci atrocitie ties s agains againstt German Germans s in Transyl ransylvan vania ia perpet perpetrat rated ed by a sadist sadistic ic veovod named Vlad Tsepes Drakul, who became the Count Dracula of later folklore. In the Englis English-s h-spea peakin king g world, world, the earlie earliest st predec predecess essors ors of the newspap newspaper er were were corant corantos, os, small small news news pamph pamphlet lets s produc produced ed only only when when some event worthy of notice occurred. The first successively published title was The Weekly Newes of 1622. It was followed in the 1640's and 1650's by a plethora of different titles in the similar newsbook format. The first true newspaper in English was the London Gazette of 1666. For a generation it was the only officially sanctioned newspaper, though many periodical titles were in print by the century's end.
Beginnings in America: In America the first newspaper appeared in Boston in 1690, entitled Public Publick k Occurr Occurrenc ences. es. Publis Published hed withou withoutt author authority ity,, it was immedi immediate ately ly suppressed, its publisher arrested, and all copies were destroyed. Indeed, it remained forgotten until 1845 when the only known surviving example was discovered in the British Library. The first successful newspaper was the Boston News-Letter, begun by postmaster John Campbell in 1704. Alth Althoug ough h it was was heav heavily ily subs subsid idize ized d by the the colo coloni nial al gove govern rnme ment nt the the experi experimen mentt was a near-f near-fail ailure ure,, with with very very limite limited d circula circulatio tion. n. Two more more papers made their appearance in the 1720's, in Philadelphia and New York, ork, and and the the Four Fourth th Esta Estate te slowl slowly y beca became me esta establ blish ished ed on the the new continent. By the eve of the Revolutionary War, some two dozen papers were issued at all the colonies, although Massachusetts, New York, and Pennsy Pennsylva lvania nia would would remain remain the centers centers of American American printi printing ng for many many years. Articl Articles es in coloni colonial al papers papers,, brilli brilliant antly ly concei conceived ved by revolu revolutio tionar nary y prop propag agan andi dist sts, s, were were a majo majorr forc force e that that infl influe uenc nced ed publ public ic opin opinio ion n in America from reconciliation with England to full political independence. At war's end in 1783 there were forty-three newspapers in print. The press played a vital role in the affairs of the new nation; many more newspapers were started, representing all shades of political opinion. The no holds barred style of early journalism, much of it libelous by modern standards, reflected the rough and tumble political life of the republic as rival factions jostled for power. The ratification of the Bill of Rights in 1791 at last guaranteed of freedom of the press, and America's newspapers
began to take on a central role in national affairs. Growth continued in every every state. state. By 1814 1814 there there were were 346 newspap newspapers ers.. In the Jackso Jacksonia nian n populist 1830's, advances in printing and papermaking technology led to an explosion of newspaper growth, the emergence of the "Penny Press"; it was now possible to produce a newspaper that could be sold for just a cent a copy. Previously, newspapers were the province of the wealthy, literate minority. The price of a year's subscription, usually over a full week's pay for a laborer, had to be paid in full and "invariably in advance." This This sudden sudden availa availabil bility ity of cheap, cheap, intere interesti sting ng readin reading g materi material al was a significant stimulus to the achievement of the nearly universal literacy now taken for granted in America. The Industrial Revolution: Revolution: The industrial revolution, as it transformed all aspects of American life and society, dramatically affected newspapers. Both the numbers of papers and their paid circulations continued to rise. The 1850 census catalogued 2,526 titles. In the 1850's powerful, giant presses appeared, able to print ten thousand complete papers per hour. At this time the first "pictorial" weekly newspapers emerged; they featured for the first time extensive illustrations of events in the news, as woodcut engravings made from from corres correspon ponden dents' ts' sketche sketches s or taken taken from from that that new invent invention ion,, the photograph. During the Civil War the unprecedented demand for timely, accurate news reporting transformed American journalism into a dynamic, hardhittin hardhitting g force in the national life. Reporters, Reporters, called "specials," became the darlings of the public and the idols of youngsters everywhere. Many accounts of battles turned in by these intrepid adventurers stand today as the definitive histories of their subjects.
Newspaper growth continued unabated in the postwar years. An astounding 11,314 different papers were recorded in the 1880 census. By the 1890's the first circulation figures of a million copies per issue were record recorded ed (ironi (ironical cally ly,, these these newspap newspapers ers are now quite quite rare rare due to the atrocious quality of cheap paper then in use, and to great losses in World War II era paper drives) At this period appeared the features of the modern newspaper, bold "banner" headlines, extensive use of illustrations, "funny pages," plus expanded coverage of organized sporting events. The rise of "yellow journalism" also marks this era. Hearst could truthfully boast that his newspapers manufactured the public clamor for war on Spain in 1898. This This is also also the the age age of medi media a cons consol olid idat atio ion, n, as many many inde indepe pend nden entt newspapers were swallowed up into powerful "chains"; with regrettable consequences for a once fearless and incorruptible press, many were reduced to vehicles for the distribution of the particular views of their owners, and so remained, without competing papers to challenge their viewpoints. By the 1910's, all the essential features of the recognizably modern newspaper had emerged. In our time, radio and television have gradua gradually lly suppla supplante nted d newspa newspaper pers s as the nation nation's 's primar primary y inform informati ation on sour source ces, s, so it may may be dif difficu ficult lt init initia iall lly y to appr apprec ecia iate te the the role role that that newspapers have played in our history. history.
IMPORTANCE OF NEWSPAPERS •
The news and features are recorded on the newspaper. newspaper. So they can be accesed whenever necessary necessar y and can be discussed elaborately.
•
Newsp Newspap aper ers s reac reach h remo remote te area areas s wher where e the the othe otherr medi media a is not not accessible.
•
The local news and information locally can cover more properly in the news papers.
•
The items like application formats, examinations results etc. can be given only through the newspapers.
•
Newspapers are the cheapest medium for advertisers to reach a large number of people.
•
The
newspaper
can
be
expended
in
terms
of
pages
to
acco accomm mmod odat ate e more more news news,, give give extr extra a supp supple leme ment nts s and and othe other r feature. •
The newspaper can give news, information and advertisements at the same time on the same page. This enables different people to access different item or features at the same time.
NEED FOR THE STUDY The The new newspap spaper er has has been been one one of the the olde oldest st medi media a for for mass mass commun communica icatio tion. n.
Due to techno technolog logica icall develo developm pment ent there there has been a
trem tremen endo dous us rais raise e in the the numb number er of news newspa pape pers rs bein being g publ publis ishe hed. d. Complicat Complication ion has also increased not only among among the newspaper but also from the organization has to survive and rule over the rest the organization has to survive and rule over the rest the organization has to adopt to change and formulate strategies. strategies. Indian Express is an organization organization which publishes newspapers in English English language. In the present study the focus is on the perception and awareness and satisfaction of the public and readers, which will help to improve the product and services.
SCOPE OF THE STUDY •
The news and features are recorded on the newspaper. newspaper. So they can be accesed whenever necessary necessar y and can be discussed elaborately.
•
Newsp Newspap aper ers s reac reach h remo remote te area areas s wher where e the the othe otherr medi media a is not not accessible.
•
The local news and information locally can cover more properly in the news papers.
•
The items like application formats, examinations results etc. can be given only through the newspapers.
•
Newspapers are the cheapest medium for advertisers to reach a large number of people.
•
The
newspaper
can
be
expended
in
terms
of
pages
to
acco accomm mmod odat ate e more more news news,, give give extr extra a supp supple leme ment nts s and and othe other r feature. •
The newspaper can give news, information and advertisements at the same time on the same page. This enables different people to access different item or features at the same time.
PRESENT SCENARIO OF NEWSPAPER INDUSTRY The The indu indust stry ry has has achi achiev eved ed a poin pointt wher where e the the publ public ic feel feels s that that newspaper is must for the society and the welfare of the society and not for profits. The industry is affected by two main sections. The government and its working and paper industry through which it gets the necessary input resources i.e. the newsprint. The Government controls the price and quota of newsprint given to the respective newspaper organizations. The competition both from other players in the market but also from the other media. The economic and social factors that affect the industry are the literary rate the peer capita income, the average time spent on reading attitude of the public about particular newspaper. In the present day the industry is at a very sloe growth with the individual organizations reaching maturity in their business life cycles. The newsprint produced in the country is costlier because of which most of newsprint is imported. Hence an increase or decrease in the import tariffs would also affect the newspaper industry. In order to study the present scenario of the NIE the activities of prod produc ucti tion on,, Fina Financ nce, e, Huma Human n Reso Resour urce ce and and Mark Market etin ing g have have been been considered.
PRODUCTION PROCESS: The The prod produc ucti tion on of the the newsp newspap aper er is carri carried ed out out at the the grea greate test st speed when all production stops at the most of the other industries. The hectic activity starts at about 9:30 PM and ends at 3:30 AM, Coordination play an important role in the newspaper industry. industry. The various departments that co-ordinate in bringing out the product are as follows: FINANCE FINANC E DEPARTMENT: DEPARTMENT: There are not much of activities with respect to finance that takes place. In the various units spread out in the state most of the decisions the executive who reside at the corporate. The NIE at Vishakapatnam was set up by the corporate officer with all the machinery and its structure. The price of the newspaper is less than the cost of its production. This gap is fille illed d in fro the rev revenue enue that hat the orga organi niza zattion ion get gets in the form orm of advertisements. The agents collect the actual circulation revenue and submit to the marke arketting ing depa depart rtm ment ent. In tur turn it is pass passed ed over over to the acco accoun unts ts department. Billing activities are carried out by the marketing department. Sinc Since e the the infl inflow ow of adve advert rtis isem emen ents ts is seas season onal al and and the the prof profit its s are are calculated yearly. HUMAN RESOURCE: NIE unit at VSP has a work force of 96 of which 6 of them are in manage managemen mentt levels levels.. The regula regularr workin working g staff staff is divide divided d into into cleric clerical, al,
marketing and editing staff. The general working hours for the clerical staff is 9:30 AM to 5:00 PM. The editorial staff start their work at about 6:30 PM and finishes at about 3:00 AM the next day. There are about members in the NIE editorial section. The sales organization is headed by the sales manger (marketing). Under him are the circulation inspectors. They are two in number one sales officers. They are followed by the field sales promoters. The sales promoters are both promoters and temporary. There are about 10 sales promot promoters ers.. The sales sales promot promoters ers work work in teams. teams. The averag average e workin working g hours per day is 5 hours. The sales promoters are two in number one as sales officer and other as asst sales officer, they are followed. MARKETING DEPARTMENT: In this department they mainly concentrate on the Marketing Mix like the Product, Price, Place and Promotion. PRODUCT: The product from the newspaper industry is the newspaper which in itse itself lf carr carrie ies s feat featur ures es like like news news,, info inform rmat atio ion, n, adve advert rtis isem emen ents ts and and entert entertain ainme ment. nt. Each Each the paper paper covers covers these these four four import important ant aspect aspects s in vary varying ing prop propor orti tion ons. s. The The NIE NIE at Visa Visakh khap apat atna nam m publ publis ishe hes s Engl English ish newspaper. PRICE: The sales of any product are based on price compared to other factors it plays a major role in buying buy ing a product.
The prices were reduced in paper industry in Oct 2000 when will “India” reduced its price to Rs. 1.50p with this all English newspapers, in the industry were forced to cut down their prices in order to survive in the competition. Even though the prices were reduced all the papers were maintaining the same number of pages and supplements for the same reduced price. With the reduction in prices all the paper’s circulation has also increased tremendously. tremendously. When compared with last two decades, readership percentage increases abnormally within a time span of 5 months. Even though the company company had spent lots of money on publicity publicity earlier, earlier, growth growth percentage percentage increased just above 10%. After After the price slash, even without publicity, publicity, the market has seen a tremendous growth rate of 4000 in its circulation. In 1980 the price of the paper in weekdays was Rs.0.30p and for Sunday it is Rs.0.40p. In Jan 2000, price of the paper in weekdays is Rs.1 Rs.1.0 .00 0 and and for for Sund Sunday ays s it is Rs2. Rs2.50 50.. From From Marc March h thes these e pric prices es are are increased to Rs.2.50 for weekdays and 3.00 for Sunday. Sunday. After the reduction of price by Times of India, NIE this is also found in the survey that the circulation of the paper has increased because read reader ers s were were subs subscri cribi bing ng only only one one pape paperr befo before re the the pres press s cut. cut. Afte After r reducing the price people are subscribing for more than one paper.
PROMOTION: Newspaper is a media that promotes other business. Naturally it does not for excessive promotion of itself. NIE Vishakapatnam, promotion is done one by marke arkerr into nto urban rban and and rura rurall sem semi-u i-urban rban,, mark market et the sponsorship. In the rural areas the slides are used which are show in the theatres. The use of stockers are painting is also used for promotion.
CLASSIFICATION OF NEWSPAPER : Newspapers can be defined as a tangible media that is used in mass communication through which the receiver is made aware of the latest news, information and the related topic perceived as important by the editorial personnel of the newspaper. The newspapers can be classified on the basis of ownership, on the basis of circulation, on the basis of frequency of editions, on the basis of subjects dealt. On the basis of Ownership:
Chai Chains ns::
More More than han one one new newspap spaper er under under commo common n owne owners rsh hip from rom more than one common centre. Examples Indian Express.
Grou Groups ps::
More More than than one one news news pape papers rs unde underr comm common on owne owners rshi hip p fro from same centre.
Multiple Units:
More than one news paper having the same title, language and peri period odic icit ity y and and unde underr comm common on owne owners rshi hip. p. Exam Exampl ple e THE THE HINDU.
On the Basis of Circulation:
Big Newspaper:
Newspaper with a circulation of more than 50,000 copies per publishing day from centre.
Medium
Newspapers with a circulation of more than 15,000 copies
Newspapers:
and less than 50,000copies per day. day.
Small
Newspapers with a circulation of less than 15,000 copies
Newspaper:
per day a single centre.
On the basis of Ownership:
Local Papers:
News News News pape papers rs that that gener eneral ally ly giv give new news about bout the the happening locally. Ex: Vizag Reporter.
Regional News News papers that give news mostly at the state level Ex: Papers:
Enadu, Deccan Chronicle. Reporter.
Regional News News papers that give news regionally and also from all Papers:
over the country Ex: THE HINDU.
On the basis of frequency of editions: Daily Weekly
: A news paper appearing at least four times a week. : A news paper being published once in a week.
On the basis of subjects dealt : General: News papers that deal with the news from all corners cater to all sections of the society, provide information etc. Ex. Deccan Chronicle, THE HINDU, THE INDIAN EXPRESS. Business: News papers that generally are mostly give importance the news from the business environment Ex: Economic Times, Business line, Financial express. Political: News News pape papers rs that that gene genera rally lly are are run run by indi indivi vidu dual al for for thei their r political interest Ex: PrajaSakthi, Visalandhra.
LIMITATIONS LIMITATIONS OF NEWS PAPERS •
The The marke markett has has to be lite litera rate te and and able able to unde unders rsta tand nd diff diffic icul ultt sentences.
•
The subscription is a regular expense i.e. the customer has to pay for every month.
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The time of delivery and its value becomes more as the day goes by. by.
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The price of the newspaper is less than the cost of production.
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Hot news cannot be given immediately and the readers have to wait till the next morning.
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Effort has to be put in by the reader to read the ne ws paper. paper.
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The newspaper is geographically oriented.
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Journalism is not literature and is short lived.
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The interference of the press into the private lives of individuals, both high and low is criticized.
•
In plac places es wher where e here here is no free freedo dom m of pres press s the the newsp newspap aper ers s becomes mere tools of the government.
INDUSTRY VISION VISI ON STA STATEMENT Newspapers serve our democratic society by vigilantly protecting the people’s right to know. Newspapers are leaders in providing news, editorial comment, information and advertising. Newspapers will remain vital and sustain their vigilance by “Investing energy and resources to strengthen their value to readers and advertisers Continuing to be the most comprehensive source of gathering, organizing and presenting news and inform informati ation on Pionee Pioneerin ring g busines businesses ses that that antici anticipat pate e and meet meet the changi changing ng needs needs and desire desires s of consum consumers ers and market marketers ers Attracti Attracting, ng, retaining and advancing a talented, creative and diverse workforce”. VISION STATEMENT OF NEW INDIAN EXPRESS:
Create a Vibrant organisation
Perfect the functioning of all the parts
Focus on the success of the whole company
Release the enthusiasm of our people
Tune-in to the live ends of the evolving society
Convert every challenge into an opportunity
MISSION STATEMENT:
Reader’s Friendly
Trade Partners Friendly
Employees Friendly
Systems Friendly
Employees Family Friendly
Society Friendly
NIE- SALIENT FEATURES PRODUCT PORTFOLIO: PORTFOLIO: 1. Focu Focuse sed d New News s 2. All All Mus Muscl cle, e, No Fat Fat 3. Bold Bold but but not not bras brash h 4. Analy nalyttical ical 5. Alwa Always ys Inves Investi tiga gati tive ve STRATEGIC GROWTH INITIATIVES (S.G.I) VALUES: 1. Cleanliness & Orderliness 2. Speed & Punctuality 3. Communication & Co-ordination 4. Product Quality 5. Cost saving 6. Soft speech 7. Streamline systems 8. Customer Satisfaction 9. Productivity & Development of Employees
10. Maintenance & Maximum utilization of equipment SALES MANAGEMENT INFORMA INFORM ATION SYSTEM (SMIS): OBJECTIVES: 1. Activities 2. Measurement of the Activities Activities 3. Market Intelligence 4. Identification of Problems 5. Feedback on Performance 6. Identification of Potential Segments 7. Decision Makings AREAS COVERD UNDER SMIS: 1. Repo Reporrting ting 2. Agen Agency cy Man Manag agem emen entt 3. Focu Focuse sed d Seg Segme ment nts s REPORTING FORMAT: 1. Dail Daily y Call Call Repo Report rt 2. Dail Daily y Acti Activi vity ty Repor Reportt 3. Circ Circul ulat atio ion n Repo Report rt 4. Monthl Monthly y report report Call Call Analys Analysis is 5. Monthly Monthly report report Agency Print Order Status Status
OBJECTIVES OF REPORTING: 1. Minimu Minimum m number number of of daily daily visit visits. s. 2. Gene Genera rate te data databa base se 3. Analyze Analyze Productiv Productivity ity of of calls calls in each each segment segment AGENCY MANAGEMENT FORMAT: 1. New agency agency develo developm pment ent plan plan 2. Agency Agency bifurc bifurcati ation on plan plan 3. Agency Agency distri distribut bution ion manag managem ement ent FOCUSSED SEGMENT FORMAT: 1. Stal Stalll Seg Segme ment nt 2. Scho School ol Seg Segme ment nt 3. Hosp Hospit ital al Segm Segmen entt 4. Hote Hotell Seg Segme ment nt
ORGANISATION ORGANISATION STRUCTURE OF THE NEW INDIAN EXPRESS Express publications (Madurai) Limited, (formerly Indian express (Madurai) Limited) was founded by Late Shri Ramnath Goenka, along with othe otherr comp compan anie ies s in the the Indi Indian an Expr Expres ess s Grou Group. p. The The comp compan any y was incorporated on 11 th April 1959 under the Indian Companies Act, 1956 and has its registered office at Express Estates, Anna Salai, and Chennai 600002. The company now forms part of Express (Madurai) Group owned and managed by Shri Manoj Kumar Sonthalia, the grand son of Late Shri Ramnath Goenka. Expres Express s (Madur (Madurai) ai) Group Group is an indepe independe ndent nt Group, Group, publis publishin hing g Newspapers and periodicals in the states of Tamilnadu, Andhrapradesh, Karnataka, Kerala, orissa ,Union Territories of Pondicherry, Andaman and Nicobar islands, Enam and Lakshdweep. It brings out its publication of News ewspapers
and
periodicals
from
14
centers
Viz.,
Bangalore,
Bhubaneswar Bhubaneswar,, Chennai, Chennai, Mumbai, Mumbai, Coimbatore, Coimbatore, Hyderabad, Hyderabad, Mangalore, Mangalore, Belaga Belagam, m, Kochi, Kochi, Kozhiko Kozhikode, de, Shimog Shimoga, a, Trive Trivendr ndrum, um, Visha Vishakap kapatn atnam, am, Madurai, Tiruvananthapuram, Tiruvananthapuram, and Vijayawada.
The company’s publications include Dailies viz.The viz.The Indian Express in English (the southern editions of the New Indian Express renamed as The New Indian Express, effective from 28-12-98), Dinamani in Tamil, Andhra prabha in Telugu and Kannada prabha in Kannada. In addition to dailies, the company also brings out magazines viz., Cinema Express in Tamil amil a fortni fortnight ghtly ly,, Tamili amilian an Expres Express s a weekly weekly in Tamil, amil, Samaka Samakalik lika a Malayalam Varika, Varika, a weekly in Malayalam, Andhra praba illustrated weekly in Telugu. The Company Company is profes professio sional nally ly manage managed d with with well well qualif qualified ied and experienced people holding charge of different departments. The various departments in the organization are: 1. Editor Editorial ial depart departmen ment. t. 2. Advert Advertise iseme ment nt departm department ent.. 3. Electronics Electronics &communica &communications tions departmen department. t. 4. Came Camera ra sect sectio ion. n. 5. Reto Retouc uchi hing ng sect sectio ion. n. 6. Page Page mak makin ing g sect sectio ion. n. 7. Plat Plate e makin making g secti section on.. 8. Pack Packin ing g sect sectio ion. n. 9. Dispa Dispatc tch h sec secti tion on.. 10.Marketing department. 11.Accounts 1.Acc ounts department. 12.Security department.
THE EDITORIAL DEPARTMENT: The The new news is gath gather ered ed by repo report rter ers s resi resid ding ing in and and arou around nd Visa Visakh khap apat atna nam m regi region on.. The The news news is comp compos osed ed and and scree screene ned d by the the repo report rter ers s and and subsub-ed edit itor ors s resp respec ecti tive vely ly.. The The stor storie ies s are are set set asid aside e respectively by allocating them to a certain page. The entering work is done by the sub-editors for NIE the paper composing and only the local edition composed at Visakhapatnam. Visakhapatnam. THE ADVERTISEMENT DEPARTMENT: The The adve advert rtis isem emen entt depa depart rtme ment nt is resp respon onsi sibl ble e for for coll collec ecti tion on of advertisements and publishing them in the news paper. The respective pages are also fixed. This is further intimated to the editorial section which fills in the news material in the space left out in the respective pages. The advertisem advertisements ents are divided divided into commercial, commercial, financial, financial, notices, appointments and classifieds respectively and the tariffs are also imposed accordingly. Full page and half page and quarter page advertisements are also also acce accep pted ted.
The The
adve advert rtiiseme sement nts s
are are
also also rece receiv ived ed fro from
the the
advertisements agencies which are given 15% commission. The direct advertisements are also accepted. There 15% also a small percentage of adve advert rtis isem emen entt
com coming ing
from rom
the
India ndian n
News Newspa pap per
soci societ ety y.
The The
organization also employees field staff for procuring the advertisements.
The advertisement department is headed by the assistant of the Advertising Manager. There are both field staff and office staff. The office staff is headed by sectional head. The office staff handles the scheduling billing, accounting and typing works respectively. respectively. ELECTRONICS & COMMUNICATIONS DEPARTMENT: Diff Differ eren entt info inform rmat atio ion n is coll collec ecte ted d in the the diff differe erent nt face faces s by the the communication software developers exclusively by the NIE. NIE has got highly automated communication software which has no need of any man powe powerr to send send the the info inform rmat atio ion n from from one one cent center er to anot anothe herr. They They are are send sendin ing g and and rece receiv ivin ing g new item items, s, phot photo o adve advert rtis isem emen ents ts,, and and page pager r messages from one centre to another as files. The various centers are connected to each other via the leased lines, hence the collected information will send to next sections. PLATE MAKING SECTION: In the plate making section the page size negatives are subject to high ultra violet rays. The image rails on aluminum plates are of high quality and the high quality sensitizer developer and finisher are used in making the plate. MACHINE SECTION: Machi Machine ne sect section ion can can be call called ed as the the hear heartt of the the produ product ctio ion n process. The plates from the plate making section are in to the news web offset press machine. It is a semi automatic machine. The capacity is
30000maximum per hour. There are two such set of machines having the capability of printing pages at a time NIE newspaper ne wspaper.. PACKING AND DISPATCH SECTIONS: The newspapers from the machine section are sent for the packing and dispatching dispatching purposes. The packing packing is done according according to the invoices received from the respective agents. The packing is done with the help of waste newsprint. TRANSPORT SECTION: The The
tran transp spor ortt
funct unctio ion n
is hand handlled by the resp respec ecti tive ve night ight
supervisors. The vehicles are owned by private parties. ACHIEVEMENTS AND AWARDS The New Indian express has been best Identified and appreciated for being investigative. It is awarded as the Best Investigative news paper in the year 2003-2004 by All India Print Media Association(AIPMA). The New New Indi Indian an expr expres ess s is also also awar awarde ded d for for its its high highes estt grow growtth rate rate in Circulation.
IMPORTANCE OF CUSTOMER SATISFACTION IN INDUSTRY Consumer satisfaction is important to the marketer because it is a determ determina inant nt of repeat repeat sales sales and consum consumer er loyalty loyalty.. Satisf Satisfact action ion is also also important to the individual consumer because it reflects a positive outcome from from the the fulf fulfil illm lmen entt of unme unmett needs needs (Spre (Spreng ng et al., al., 1996 1996;; Ol Oliv iver er and and DeSa DeSarb rbo, o, 1988 1988;; and and Day and and Land Landon on 1977 1977). ). This This resea research rch will will help help marketers seeking to sell their products in other countries and striving to maint aintai ain n a hig high lev level of cust custom omer er sat satisfa isfact ctio ion n com compare pared d to the competition. This goal cannot be obtained without a clear understanding of factors contributing to the generation of high satisfaction and the process by which customer satisfaction evolves following a product consumption experience. experience. Customer Customer satisfacti satisfaction on is an important important determinant determinant of postpurchase attitude and product choice. The growing amount of international business has increased the need to understand customer satisfaction from a cross-national perspective. Culture Culture can be defined as a system of values in order to study culture as a determinant of consumer behavior (Hofstede, 1980b, 1983). Member Members s of a partic particula ularr cultur culture e transf transfor orm m their their experi experienc ences es with with their their physical and social surroundings to an abstract level of belief about what is desirable and what is not. Such encoded beliefs, called values, act as a genera generall guide guide for day-today-to-day day behavi behaviors ors,, includ including ing those those pertai pertainin ning g to buying buying and consum consumpti ption. on. Cultur Cultural al values values differ differ among among nation nations s along along Hofstede’s four dimensions of national character (Hofstede, 1980, 1983).
Behavior The growing amount of international business has increased the need to understand consumer behavior from a cross-national perspective. Becau Because se comp compet etit ition ion has has been been incr increa easi sing ng in inte intern rnat atio iona nall mark market ets, s, management focuses on protecting its customer base from switching to competitors (Lowenstein, 1995) by making consumers more satisfied than they they are are with with comp compet etin ing g prod produc ucts ts (Hof (Hofst sted ede, e, 1980 1980b) b).. A numb number er of satisfaction models have been accepted by researchers and practitioners, but but thes these e mode models ls expl explai ain n this this phen phenom omen enon on at the the indi indivi vidu dual al leve level, l, indepe independe ndent nt of the cultur cultural al enviro environme nment nt of the consum consumers ers Hofste Hofstede, de, 1980b). Rsearchers need to understand social values, cultural beliefs, and norms to use these models. Accord According ing to existi existing ng resear research, ch, valued valued benefi benefits ts have have impac impactt on satisf satisfact action ion respon responses ses follow following ing consum consumpti ption on (West (Westbro brook ok and Reilly Reilly,, 1983). Therefore, satisfaction is the function of the congruency between perc percei eive ved d perf perfor orma manc nce e and and valu valued ed bene benefi fits ts deriv derived ed from from cons consum umer er personal values, and the formation of consumer values is influenced by central cultural values. Meaning of consumer satisfaction The The expe expect ctat atio ions ns-d -dis isco conf nfir irma mati tion on para paradi digm gm prov provid ides es the the most most popu popula larr expl explan anat atio ion n of cons consum umer er sati satisf sfac acti tion on.. Howe Howeve verr, and and as is occa occasi sion onal ally ly note noted, d, if a cust custom omer er expe experi rien ence ces s disco disconf nfir irma mati tion on afte after r consuming a product, future expectations regarding the product should be revised toward the performance perceived by the customer. If expectations do not change in the face of disconfirmation, the implication would be that the customer did not learn from their consumption experience.Assuming
that that a custo customer mer will will learn learn from from experi experienc ence, e, then then decrea decreasin sing g levels levels of discon disconfir firmat mation ion should should affec affectt custom customer er satisf satisfact action ion.. For exampl example, e, if a customer is surprised by an excellent service experience he or she will be satisfied. Yet Yet the customer now has higher expectations for the service the next time it is purchased. If product performance is consistent, the degree of disc discon onfi firm rmat atio ion n will ill dimi dimini nish sh rega regard rdle less ss of whet whethe herr the the revi revise sed d expect expectati ations ons are exceed exceeded ed or just just met. met. If discon disconfir firmat mation ion is the best best pred predic icto torr of sati satisf sfac acti tion on,, then then sati satisf sfac acti tion on shou should ld vary vary dire direct ctly ly with with disconfirmation to a steady state level, despite increasing expectations. A longitudinal approach to the antecedents of consumer satisfaction logically implies the hypothesis of systematically varying consumer satisfaction. Literature Literature related related to consumer consumer satisfactio satisfaction, n, repurchase repurchase behavior behavior,, switching barriers, and consumer information updating is reviewed in order to fashion fashion a model that integrates integrates these concepts. concepts. A longitudinal longitudinal study of the antecedents of satisfaction and their their consequence over time could not not be found, although several articles study satisfaction in a dynamic setting. The The revi review ew also also reve reveal als s the the foll follow owin ing g thre three e impo import rtan antt conc concep eptu tual al relati relations onship hips: s: 1) satisf satisfact action ion is a functi function on of expect expectati ations, ons, percei perceived ved performance, and disconfirmation; 2) intention to repurchase is a function of consumer satisfaction and switching barriers; and 3) choice is a function of expect expectati ations ons and intent intention ion to repurc repurchas hase. e. These These relati relations onship hips s are integrated in a conceptual model called the satisfaction-Based Repeat Purch Purchas ase e Beha Behavi vior or mode model. l. The The mode modell is dyna dynami mic c and and emph emphas asiz izes es satisf satisfact action ion as a primar primary y determ determina inant nt of repurc repurchas hase e behavi behavior or.. It also also incorporates the antecedents of satisfaction, and allows their effect to vary with time. A combination of the model and the notion of systematically varying consum consumer er satisf satisfact action ion makes makes it possibl possible e to formul formulate ate some some intere interesti sting ng prediction predictions s that have many implicati implications ons for marketing. marketing. Specifically Specifically,, the
hypoth hypothesi esis s of systema systematic ticall ally y varyin varying g consum consumer er satisf satisfact action ion provid provides es a rationale for continuous improvement, yet reinforces the notion that there is no substitute for high quality and good value. This follows because customers will adapt their expectations as improvements are made, until no disconfirmation exists. When this occurs, satisfaction is based solely on expectations (or performance). The higher the expectations that are met, the higher the customer satisfaction and probability of repurchase. If satisfaction is assumed to be a significant predictor of repurchase and switching behavior, another implication is that if satisfaction varies with disconfirmation to a steady state or equilibrium level, the probability of repurchase and switching will be affected in a predictable way. Moreover, the positive disconfirmation created by a surprise factor and its effect on consum consumer er satisf satisfact action ion and repurc repurchas hase e probab probabili ilitie ties s will will dissip dissipate ate over over time, which implies that switching behavior becomes more probable as sati satisf sfac acti tion on decr decrea ease ses. s. Anot Anothe herr impl implic icat atio ion n is that that the the hypo hypoth thes esis is of systema systematic ticall ally y varyin varying g consum consumer er satisf satisfact action ion may offer offer an altern alternati ative ve explanation to the variety-seeking phenomenon, or it may even offer a rationale for variety seeking. Both the variety seeking literature and the hypothesis of systematically varying consumer satisfaction predict—in the typi typica call case— case—a a decr decrea easi sing ng marg margin inal al util utilit ity y of prod produc uctt cons consum umpt ptio ion. n. Dimi Dimini nish shed ed sati satisf sfac acti tion on with with one one prod product uct is a good good reas reason on to try try an alternative, and it might be difficult to discern whether variety seeking or a desire to increase satisfaction is the goal.
TO STUDY THE CUSTOMER SATISFACTION OF VARIOUS TOPICS COVERED IN THE NEW INDIAN EXPRESS In mark market etin ing, g, cust custom omer er is very very ofte often n refe referr rred ed to as a “Kin “King” g”.. Custom Customers ers are value value maxim maximize izers. rs. Consum Consumer er satisf satisfact action ion is define defined d by Webster’s dictionary as: “Fulfillment of a need or want. “Satisfaction is a person’s feeling of pleasure or disappointment, resulting from comparison of a product’s perceived and actual performance in relation to his or her expectations. So, consumer’s satisfaction is a function of the product’s perceived performance and the consumer’s expectation. Satisfaction is often a subjective phenomenon and depends on the cons consum umer’ er’s s stat state e of mind mind both both at the the time time of purc purcha hase se and and more more importantly at the time of consumption. It is important because in a large number of case, some degree of post purchase dissonance is evident among consumers. Many companies are aiming at high satisfaction because customers who are just satisfied find easy to switch when a better offer comes along. Those who are highly satisfied are much less ready to switch. In fact, emphasis has shifted from more satisfaction to delight of customers. High satisfaction or delight creates an emotional affinity with the brand and the supplier, supplier, not just a rational preference. The result is high customer loyalty loyalty.. Some
of
today’s
most
succe ccessfu sful
companies
are
raisin sing
expectations and delivering performances to match. These companies are aiming for Total.
Customer Satisfaction (TCS). Xerox, for example, guarantees “total” satisfaction” and well replace at its expense any dissatisfied customer’s equipment for a period of three years after purchase. Cigna advertises “well never be 100% satisfied until you are, too”. And one of Honda’s advertisem advertisements ents says, “One reason reason our customers customers are so satisfied satisfied is that we aren’t. “Nissan invites potential infinite buyers to drop by for a “guest drive” (not a “test drive”), since the Japanese word for a customer is “honoured guest”. PROFIT VERSUS CONSUMER SA S ATISFACTION: TISFACTION: Some writers think that the businessman’s operational interpretation orientation has not approached the philosophical meaning of promising customer satisfaction as the ultimate goal of marketing. According to one of them, “One apparent reason is that the attempt to provide customer satisfaction may conflict directly with the most basic operational goal of busin busines ess s – to earn earn a sati satisfa sfact ctio ion n rate rate of retu return rn on its its shar shareh ehol olde ders rs’’ investment”. Although Although consumer satisfaction satisfaction is the basis tenet of the mark market etin ing g conce concept pt,, in prac practi tice ce,, the the firm firms s do not not tend tend to ‘maxi ‘maximi mize ze’’ consumer satisfaction. “If that was the case, “as Kotler has very succinctly said,” Company would simply putout the best product and service in the worl world d and and pric price e it belo below w cost cost.. Ther There e by it woul would d crea create te subs substa tant ntia iall customer satisfaction but it would also be out of business”. As such, it should be very clear to every corporate management, weather operating in the public or the private sector, that profit is the basic condition of ,as distinct from motive and apart from profiteering ,the corporate existence,
stability and growth, not withstanding any suggestions to the country. If profit as a condition of business is scarified at the alter of ‘maximum’ customer satisfaction the very existence of business and, thereby, even ‘minimum’ customer satisfaction, will be threatened. cust custom omer er sati satisf sfac acti tion on expe expect ctat atio ions ns are are ofte often n refl reflec ecte ted d in thei their r sacrifice preparedness in terms or money against their products. This may be known by a care fully planned consumer price expectation. CHARACTERISTICS OF A CONSUMER_OREANTED ORGANISA ORG ANISATION: TION:
A written consumer-based mission statement.
Consumers are always put in front.
Through market and consumer service planning.
Integrate approach and people’s involvement.
Commitment to quality of service.
Customer research and feedback
Setting and monitoring service standards.
THE COMMITMENT TO CONSUMER SATISFACTION: Cons Consum umer er sati satisf sfac acti tion on resea researc rch h is neit neithe herr quic quick k nor nor easy easy.. Six Six months time lapse from developing a request for a proposal to receiving the first first consum consumer er satisf satisfact action ion rating rating is not uncom uncommon mon.. A signif significan icantt comm commit itme ment nt of comp company any pers person onne nell is nece necess ssary ary,, even even if an outsi outside de
resea research rch comp company any mana manage ges s the the inte interv rvie iewi wing ng and and analy analyse se phas phases es in consumer satisfaction. Rese Resear arch ch is only only the the begi beginn nnin ing g of the the proc proces ess s dedi dedica cate ted d to improving consumers’ satisfaction. The generates among consumers an expe expect ctat atio ion n for for impr improv ovem emen entt that that must must be sati satisf sfie ied. d. An effo effort rt of this this magnitude should be undertaken only if management’s desire to learn is strong and its commitment to making changes is substantial. The The resu result lts, s, howe howeve verr, are are inva invari riab ably ly wort worth h the the effo effort rt.. Here Here are are exam exampl ples es of how how cons consu umers mers view view the the impo import rtan ance ce of serv servic ice e and and satisfaction. The ball is in their court. If they do right by me, they can have my business. We are happy with the way they do business, so we give them more business. They think they will be around when everyone else is gone, when in fact the other companies are going to put them out of business with consumer service. They like to tell me how good are but a competitor came in and showed me how good they were. They want the business buy they can’t give us the service. The immediate consequence of this phenomenon is the exposure of even the farthest corners of the world to the rapidly unfolding events elsewhere in the world.
Almost all parts of the inhabited world have taken to, though in varying degree, newer ways of thinking and doing business necessitated most ostly by the inte intens nse e com competi petittive ive spir spiriit that hat has mer merged ged in the international as well as the domestic market place. A recent study of the corporate world clearly establishes the fact that only only such such of thos those e corp corpor orat atio ions ns,, which hich have have give given n the the cons consum umer ers s maximum value for their money, have survived and further. Only such of thos those e comp compan anie ies s that that have have gone gone beyo beyond nd the the stag stage e of sati satisfy sfyin ing g the the cons consu umers ers
in to deli delig ghti hting their heir con consume sumers rs by exce exceed edin ing g
thei their r
expectations, have really grown beyond one’ wildest dreams. A scrutiny of the latest list of Fortune 500 clearly proves this point. Nearly a third of the companies are new entrants to the Fortune 500 list and and they they were were not not ther there e earl earlie ierr and and good good numb number er of comp compan anies ies that that dominated the list in the 50’s and 60’s are conspicuous by their absence in their list today. The lesson that all big corporations of the developed world have learnt in the recent past is that their activity has to be geared towards achieving one goes that is in “delighting the consumer” and nothing else.
TO STUDY THE CUSTOMER CU STOMER LOYAL LOYALTY TY AT AT THE NEW INDIAN EXPRESS THE LOYAL CONSUMER AS AN ASSET: ASSET: The delighted consumer can have a significantly the impact. The delig delight hted ed custo custome merr tell tells s many many othe others rs and and will will have have some some degr degree ee of infl influe uenc nce e
over over them them..
Ther Theref efor ore, e, deli deligh ghte ted d
cons consu umers mers
are are
soun sound d
investment and some companies clearly under u nder stand their impact. Making consumer satisfaction happen has significant organizational impl implem emen enta tati tion ons s beca becaus use e of stra strate tegi gic c natu nature re.. Stra Strati tigi gic c issu issues es are are marketing owned and therefore, marketing plays a critical role in making customer satisfaction. Happen. The marketing has three basic owner ship roles in consumer delight ness. The first is to make a customer satisfaction a straighten focus of the organization. The second is to structure the organization to make it more responsive to the voice of the consumer. The third is to align the organization reward and recognition system with its consumer focus. SOME CAUTIONS IN MEASURING CUSTOMER LOYALTY: When customer rate their satisfaction with an element of the company’s company’s performan performance-say ce-say,, delivery-t delivery-the he company company needs to recognize recognize that customer vary in how they define good delivery. It could mean early delivery, on –time delivery, order completeness, and so on. Yet, if the company had to spell out every element in detail, customers would face a huge questionnaire.
Companies should also note that managers and sales people could manipulate their ratings on customer satisfaction. Another danger is that if cons consum umer er know knows s that that the the comp compan any y will will go out out of its its way way to plea please se consumers, some consumers may express high dissatisfaction (even if satisfied) in order to receive more concessions. It is not sufficient if a product enjoys a good market share. If the comp compan any y sits sits back back,, one one fine fine day day it migh mightt find find that that the the mark market et shar share e enjoyed by it was only a mirage created by artificial market conditions. It is essent essential ial for compan companies ies to period periodica ically lly assess assess consu consumer mer satisf satisfact action ion leve levels ls and and take take remedia ediall actio ction n if neede eeded. d. Some indi indica cattors ors of a satisfaction levels and take remedial action if needed. Some indicators of a satisfied consumer base are explained in fig.
Repeat orders in a competitive market
A positive work of mouth reference about the product to likely users in the industry response the product receives to any new ne w launch
Interest shown by visitors to the stall in industrial exhibitions
Brand awareness and recall. If the customer is loyal / satisfied, the product will be on the top of his mind.
RESEARCH DESIGN AND METHODOLOGY Marketing Marketing research is the systematic systematic design, design, collection, collection, analysis and reporting of data and finding of data d ata and findings relevant to a specific marketing situation facing the company. company. Research Process:
Define the Problem & Research Activities
Develop the research Plan
Collection of Information
Analyze the Information
Present the findings
Data Data for for the the prop propos osed ed stud study y on mark market et pote potent ntia iall for for the the milk milk products through a mix of data source like. 1. Prim Primar ary y Sour Source ce 2. Seco Second ndar ary y Sour Source ces. s. Primary Source: The primary data are those which are collected a fresh and for the first time and thus happens to be original in characters. It is obt obtaine ained d eith either er throu hrough gh obse observ rvat atio ion n or throu hrough gh dir direct ect communication with the respondents.
Thus
marketing
data
base
is
an
organized
collection
of
comprehensive data about individual customer, prospects or suspects that is current, accessible and actionable for marketing purpose such as lead generations, lead qualification, sale of a product or service or maintenance of relationship. Survey Research: Surv Survey eys s are are best best suit suited ed for for rese resear arch ch..
Comp Compan anies ies undert undertak ake e
surv survey eys s to lear learn n abou aboutt peop people le’s ’s know knowle ledg dge, e, beli belief efs, s, pref prefer eren ence ces, s, satisfaction, and so on, and to measure these magnitudes in the general population. Research Instruments: Questionnaires: Entire Entire data collec collected ted through through questi questionn onnair aires. es.
A question questionnai naire re
consists of a set of questions presented to respondents for their ans wers. Because of questionnaire flexibility, the questionnaire is by far the most most common common instru instrumen mentt used used to collec collectt primar primary y data, data, questi questionn onnair aires es need to be carefully developed, tested and debugged before they are administered on a large scale. Finall Finally y questi questionn onnair aire e should should be simple simple,, direct direct,, unbias unbiased ed wordin wording g and should be tested with a sample of respondents.
Secondary Sources: The secondary data means data that is already available i.e., they refer to the data, which has already been collected and analyzed by some one else. It
incl includ udes es
peri period odic ical ally ly,,
maga magazi zine nes, s,
news newspa pape pers rs,,
comp compan any y
newsletters, reports and broachers etc., through liabilities and previous projects for guidance.
Inside Company
Newsletters, Documents, etc.
Secondary data Source
Outside Company
Libraries, Magazines, etc.
Data Source
Primary Data Source
Sampling: It is an act of drawing samples from a batch on random basis, Sampling may be as the process of obtaining information about an entire population by examining only a part of it. The select selected ed respon responden dents ts consti constitut tute e the sample sample and survey survey so conducted is sample survey. survey. Sample design is a definite plan for obtaining a sample from a given population.
In conducting the market survey, it is always a line problem to collect the various data and problem analysis. The data may be collected from from the whole population population of a specified area or if an area is too wide, samples representing whole population, may be chosen for and used for analysis. In this survey sample of 50 customers were met and are presented with questionnaires, to find out how far they are satisfied with the dealer service. The information collected by both primary and secondary data. 1. Meeting Meeting the custom customers ers directly directly collected collected inform information ation.. 2. Throug Through h magazin magazines es and newsp newspape apers. rs.
STA STATISTICAL INFORMATION OF NIE Advertisement Revenue
-10 Crores per annum
Circulation
-3 ½ lakhs per day in south
Turnover
- 12.5 Crores per month
Turnover for 2002
-120 crores
Turnover for 2003
-130 crores
Turnover for 2004
-150 crores
COMMUNICATION INPUTS OUT DOOR
ELECTRONIC
OTHERS
Posters
SMS
Leaf lets
Hoardings
FM Radio
Home Ads
Cinema slides
TV scroll
Call Taxi’s
Internet Cafes
Stall pop’s Banners TECHNOLOGY The new Indian express is using a very sophisticated technology and recently they have introduced “STATE OF THE ART TECHNOLOGY” printing machine being erected with the help of latest technology from Germany.
Sales figures of past 4 years
4.5
3.98
4 3.5
3.03
3
2.55
2.5 1.5
Series1
1.8
2 1.2
1 0.5 0
0 1 v N o
0 2 v N o
0 3 v N o
) 5 0 v o N h ( t w r o G d e t c e p E x 0 4 v N o
Brief description of The New Indian Express:
The New Indian Express is probably the newspaper that does not enjoy a high readership 01 circulation but found all over-India. In one way it can be called a newspaper that is national having the regional touch which is an added advantage; the paper is popular for its promotions in deli delive veri ring ng fran frank, k, sens sensat atio iona nall flas flash h new news. Also Also in many many case cases s it is respon responsib sible le for the invest investiga igator tors s report reports s of scams scams and other other includ including ing paper gives color editions all through out the week. The number of pages also less than the other papers. The marketing activities are team oriented
and the generally customers are people who have migrated from the other states. The constituents of the newspaper are in the following percentage. NEWS
57.97
INFORMATION
04.63
ADVERTISEMENTS
35.36
ENTERTAINMENT
02.02
The newspaper has an awareness of 40% according to the statistics.
Profile of The New Indian Express Name
:
The New Indian Express.
Language
:
English
Established
:
1949, Mumbai
Status of Newspaper
:
National
Head office
:
Express Estate, Mount road Chennai -600 002
Local office
:
39-21-40. S.No. 25/1 Madhavadhara Vishakapatnam -530007
The Editor
:
Vivek Goenka
The publisher
:
K. Ranganadham
Number of pages (avg)
:
18
Price
:
Mon, Thu, Sat
---- 1/-Re
Tue, Wed, Fri
---- 1.50/-
Sunday
---- 5.00/-Rs
Local Circulation
:
22,340
Other publishing centers
:
Ahmedabad, Bangalore, New Delhi, Bhubaneswar, Pune, Chandigarh, Chennai,Mumbai, Coimbatore, Hyderabad, Vadodara, Kochi, Kozhikode, Madurai, Tiruvananthapuram, Tiruvananthapuram, VijayaWada.
LAYOUT LAYOUT OF THE NEW INDIAN EXPRESS NEW’S PAPER. PAPER. NIE carries a variety of features every day and there are special items in store for each day of the week in order to study the features the study can be divided divided into the study of features features that are covered daily and the other for the features that comes on a specific day. day. The topics covered by the news paper for all days of the week are as follows. Page 01 In the first page of any news paper news that is of greatest greatest interest is published i.e., latest news, flash news etc. appears in the first page. The first page covers the news in the national, international, regional levels depending on the importance.
Weather Report: Weather is important factor to be considered before starting any important work for the day. Hence report is given in the first page. Advertisements: Advertisements: An advertisement is given in the right side bottom cover of the first page. This advertisement is generally pertaining to the local units and published respectively from the covers pending units. In Brief : In the left corner of the first page the different news are given in brief. Page 02 In the page 2 the newspaper leisure’s and listings have been given. Spirituality-prosperity : This This part part deal deals s with with dif differe ferent nt aspe aspect cts s of the the spir spirit itua uali lity ty and and prosperity. On your screen today : In this time enable at the various media channels are given like entertainment, entertainment, sports, movies etc.
Page 03 & 04 City /Regional news: news: The
news from the
city and local areas
in and
around
vishakapatnam is covered in this page. The news pertaining to politics, infr infras astr truc uctu ture re,, repo report rts s of regi region onal al fest festiv ival al func functi tion ons s etc etc are are give given n impo import rtan ance ce.. The The topi topics cs like like city city note notes s and and crim crime e beat beat news news are are also also printed in this page. Advertisements: Advertisements: The The adve advert rtis isem emen ents ts pert pertai aini ning ng to the the loca locall edit editio ion n and and loca locall appointment classifieds etc are printed in this page. Page 05 State: State: The news pertaining to the state as a whole are printed in this page Page 06, 07 & 10 Nation: Nation: The news from the national levels as a whole are printed. News pertaining to the various parts of the world as a whole is printed here.
Page 08 & 09 Articles: Articles: Articles are published in the center pages of any newspaper. This facilitates easy reading. The articles written by prominent authors from the concerned field is selected for publishing activity, activity, the activity that pertain to the present scenario is taken for printing. Letters to the editor : Corresponding is where any citizen or reader can express their views about the articles and editorials published in the newspapers. Editorials: Editorials: The editorial for any newspaper is like the heart and voice of it. It is the editorial where the editor expresses his views and ideas. Voices of today & yesterdays: yesterdays : The voices of well known people like politicians ans etc and comparisons of their words at present and previous. India vartha internet poll : The readers will be given whether queries to poll their way whether they agree or not to the particular ideas and questions.
Page 11 World The news from the international level as a whole are printed in the page the news pertaining to the international from various parts as a whole are printed in this page. Page 12 The information regarding different market and their market valves have been given in this page. Page 13 Business Express The news from all the business sector is published in these pages and also the stock market news s given due importance. On shore & of shore The information regarding national and international business. Page 14, 15, 16 Sports: Sports: National: The sports news at the national level and the reviews are printed in this page.
International: The late night sports, other international sports events etc. are printed in the upper half of the page. Advertisements: Advertisements: The last page is all allocated to advertisements as in the case of the first page. SUPPLIMENTS Sunday: Sunday the NIE called as the Sunday Express and the features will remain the same as ordinary o rdinary day. day. Classified reader services: services : Classifieds are advertisements that are changed according to the words in the advertisements in the classified advertisements there are genera generall employ employmen ment, t, real real estate estate,, autom automoti otive, ve, rental rental busine business ss offer offers, s, finance and education advertisements. Life mates The advert advertise isemen ments ts regard regarding ing the matrim matrimoni onial al are given given in this this page. Magazines The intere interesti sting ng news news regard regarding ing the insigh insightt (news (news &infor &informat mation ion regarding the well known persons) books literature personal finance and science/colony
Monday
:
Excel
Tuesday
:
Woman’s life &health
Wednesday
:
Vibes
Thursday
:
Sports &leisure
Friday
:
Youth express
Saturday
:
Weekend
1.BASED ON OCCUPATION SAMPLE SIZE N=100 Table No: 5.1
s.no Occupation
TH E
THE NEW
DECCAN
HINDU
INDIAN
CHRONICLE
Total
EXPRESS In
%
In No.
%
In No.
I%
No.
In
%
No.
1
Employee
13
13
06
06
05
05
24
24
2
Student
23
23
11
11
15
15
49
49
3
Business
10
10
04
04
06
06
20
20
4
Profession
03
03
02
02
02
02
07
07
TOTAL
49
49
23
23
28
28
100
100
1. BASED ON OCCUPATION Figure No: 5.1
25
23
20
15
15 13 11 10 10 6 5
5
6
4 3
2
2
0 The Hind indu Empl Employ oyee ee
The New Indian ian Expr Express Stud Student ent
Busin Busines ess s
Deccan ccan Chronicle icle Pro Profession ssional
From the table and figure 5.1. can interpret that the majority of the subs subscr crib iber ers s when when clas classi sifi fied ed on the the basi basis s of occu occupa pati tion on or stud studen ents ts conc conclu ludi ding ng 49% 49% of the total otal sam sample ple then hen com comes empl employ oyee ees s with ith 24%,businessmen with 20% and professionals with 07% respectively
2.Based On Readership SAMPLE SIZE N=100 Table No: 5.2
Name of the paper
S No
No. of
In%
subscribers 1
The Hindu
48
48%
2
The New Indian Express
24
24%
3
Deccan Chronicle
28
28%
100
100%
Total .
2.Based On Readership
Figure No: 5.2
28% 48%
24%
The Hindu indu
The New India ndian n Exp Exprress ess
Decca eccan n Chr Chron onicl icle e
From the table table and fig. 5.2. can interpret that that the largest readership in the sample sample is contributing contributing by Hindu subscribers subscribers with 48% then Deccan Chronicle with 28% and The New Indian Express with 24% respectively
3.Based On Loyalty SAMPLE SIZE N=100
Table No: 5.3
S
Name of the paper
<2years
2-5years
>5 years
No 1.
The Hindu
2.
The
New
Indian
10
14
24
06
12
07
08
10
10
Express 3.
Deccan Chronicle
3.Based On Loyalty Figure No: 5.3
25
24
20
15
14 12 10
10
10
10 8 7 6 5
0 <2years The The Hi Hindu ndu
2-5years The The New New Indi ndian Expres press s
>5 years Decc eccan Chron hronic icle le
From the table and fig. 5.3, can interpret that the loyalty of The Hindu subscribers are high as the largest part they are contributing in above 5 years area area and then deccan chronicl chronicle e with 35% of their their subscriber subscribers s in above 5 years area and The New Indian Express is now gaining its boom now respectively
4.What do you prefer most in the newspaper?
Table No: 5.4 SAMPLE SIZE N=100
S
Name of the Article
No
The Hindu
NIE
In No.
In
%
D.C %
No.
In
total %
No.
In
%
No.
1.
News
24
24
08
08
08
08
40
40
2.
Entertainment
13
13
10
10
12
12
35
35
3.
Sports
11
11
06
06
08
08 25 25
25
Total
4.What do you prefer most in the newspaper?
100
Figure No: 5.4
25
24
20
15 13 12 11 10 10
8
8
8
6 5
0 The Hindu
The New IndianE xpres s News
Entertainment
Decc an Chronicle
Sports
From the table and figure 5.4 can interpret that the more no. of subscribers are reading deccan chronicle and The New Indian Express for entertainment and sports purposes and reading hindu for news purpose respectively
5.How do you rate the following news papers pa pers based on
Table No: 5.5 SAMPLE SIZE N=100
Name of the
Quality good
Packing Avg
bad
Good
Availability
avg bad
Good
avg
Price bad
costly
paper
Value
Economical
for the cost
Hindu
40
06
02
38
08
02
36
10
02
10
20
18
Nie
08
10
06
12
08
04
13
07
04
06
12
06
d.c
09
10
09
10
12
06
12
12
04
08
10
10
5. Based on Quality, Packing, Availability
Fig. No: 5.5
40
40
38 36
35 30 25 20 15 10
8
1010
9
9
6
5
12 10
d o o g
g v A
88
6
quality
d a b
12 10
4
2 0
1312
12
7
6
44
2 g v a
d o o G
d a b
2 d o o G
Packing Hindu
Nie
g v a
d a b
Availability d.c
Based on quality: From the table and figure figure 5.5 can interpret interpret that that the no. of subscribers subscribers expr expres essi sing ng good good abou aboutt qual qualit ity y are are more more in hind hindu u and and then then decc deccan an chronicle and The New Indian Express respectively
Based on Packing: From the table and fig. 5.5 can interpret that the no. of expressing good about packing are more in hindu contributing 70% of the total of hindu and deccanchronicle with 60% and The New Indian Express with 50% respectively. Based on o n Availability: Availability: From the table and fig. 5.5. can interpret that the no.of expressing good about availability availability are more in Hindu contributing 82% 82% of the total total of The Hindu and The New Indian Express 45% and Deccan Chronicle with 56% respectively.
5.5.a. Based on Price:
Fig. No: 5.5.a
20 20 18 18 16 14 12 12 10
10
10
10 8 8 6
6
6 4 2 0 Hindu Price Price costly costly
Nie Price Price Value Value for the cost
d.c Price Price Econom Economica icall
Based on Price: Fro From the table able and fig. ig. 5.5 5.5.a. .a. can can inte interrpret pret that that the no. no.of Respondents expressing value for the cost about price are more in Hindu contributing 41% of the total of Hindu and Deccan Chronicle with 38% and The New Indian Express with 36% respectively.
6.Based on Modes of communication:
Table No: 5.6 SAMPLE SIZE N=100
S No
Modes of Communication
The Hindu
The New Indian Express
Deccan Chronicle
1.
Advertisement
30
37
33
2.
Hoardings
39
32
29
3.
Personal Selling
28
39
33
4.
Sales Promotion
30
36
35
Based on Modes of communication: Fig. No: 5.6
39
40
37
35 30
39 36
33
33
32
30
35
29
30 28
25 20 15 10 5 0 Adver dverti tiseme sement nt The The Hindu
Hoard oardin ings gs
Person Personal al selli selling ng
The The New In IndianEx Exp press ress
Sale Sales s promo promoti tion on
Decca Deccan n Chro Chron nicle cle
Modes of Communication: From From the the tabl table e and and fig. fig. 5.6. 5.6. can can inte interp rpre rett that that the the mode modes s of communication are very effective in New Indian Express with more effort on personal selling and sales promotion contributing above 72%, then Hindu is effective in hoardings with above 52% and Deccan Chronicle is contributing all the modes of communication c ommunication evenly respectively. respectively.
7. Based on modes of Purchase
Table No: 5.7 SAMPLE SIZE N=100
S No
Modes of Purchase
The Hindu
The New Indian Express
Deccan Chronicle
1.
Door Delivery
43
21
22
2.
Daily Purchase
05
03
06
Based on modes of Purchase
Fig. No: 5.7
43
45 40 35 30 25
22
21
20 15 10
6
5 3
5 0 The Hindu
The New Indian Ex pres s Door delivery
Dec can Chronic le
Daily Purchase Purc hase
Modes of Purchase: From the table and fig. 5.7. can interpret that the main modes of purchase of all the papers are door delivery contributing a major % of 94% in Hindu, 91% in New Indian Express and 87% in Deccan Chronicle respectively.
SUMMARY AND SUGGESTIONS SUMMARY: The significance of Advertising and Communication in today’s scenario cannot be overlooked. Marketing Mix includes the four Ps like the Product, Price, Place, and Promotion which plays a major role in the market. Marketing Mix decisions must be made for influencing the trade channels as well as the final consumers. In the present study it is observed that the subscribers rating of New Indian Express in comparison with the competitors was satisfactory. The company has followed the procedure which included all the four Ps in accordance with the rules and regulations. Awareness of the people was traced through informal interviews. The scope of growth of the employees is through a combination of experience and merit which is a challenging phase for the company. It was also found that the newspaper has not lost its its impo importa rtanc nce e with with the the rapi rapid d deve develo lopm pmen entt of othe otherr medi media a and and many many resp respon onde ded d that that news newspa pape pers rs have have beco become me the the food food for for upgr upgrad adin ing g knowledge.
SUGGESTIONS:
1. Freq Freque uent nt surv survey eys s can can be cond condu ucted cted to know know the lev levels els of awareness in people in opinion and about the company position in the market.
2. Hot news can be given immediately which can make the company stand out.
3. The content and quality of the paper has to be enhanced. 4. Reader’s prefer variety, so care must be taken to drive out Monotony.
5. New technology has to be adopted in order to have competitive edge.
6. Distribution channels have to be monitored thoroughly. thoroughly. 7. Safe Safety ty prov provis isio ions ns are are main mainta tain ined ed well well and and flex flexib ibil ility ity to make make changes with the timely requirements is being suggested.
BIBILOGRAPHY 1. PHIL PHILIP IP KOTL KOTLER ER “MARKETING MANAGEMENT” 1994 PRENTICE HALLS OF OF INDIA Pvt. Ltd., Ltd., NEWDELHI. 2. CHA CHATTER TTERJE JEE E B.K B.K.. “MARKETING MANAGEMENT” 1984 JAICO PUBLISHING HOUSE, NEW DELHI. 3. GANDH ANDHII J. J.C. “MARKETING–A MANAGERIAL INTRODUCTION” 1991 TATA MC.GRAWHILL PUBLISHING PUBLISHIN G COMPANY C OMPANY Ltd. NEW DELHI. 4. LATI LATIFF FF TA.A. A.A. “PRINCIPLES & PRACTICES OF MARKET IN INDIA” 1968 KITBAG MAHAN, ALLAHABAD. 5. PHILIP PHILIP KOTL KOTLER ER & GRAY GRAY ARMST ARMSTRON RONG G “PRINCIPLES OF MARKETING” 1992 PRENTICE HALL OF INDIA Pvt. Ltd., Ltd., NEWDELHI. 6. RAMASWAM RAMASWAMII V.S V.S & NAMA KUMARI.S. KUMARI.S.
CONTENTS CHAPTER – 1 INTRODUCTION
Page No. 1-16
Introduction to newspapers Origin of newspapers Importance of news papers Need for the study Scope of the study Present scenario of the newspaper industry Limitations
CHAPTER - 2 COMPANY PROFILE OF THE NEW INDIAN EXPRESS
Organisation chart of the new indian i ndian express Vision and mission of the new indian express The new indian express sailent features Industry structure structure of the new indian express Achievements and awards of the new indian express express
CHAPTER – 3 OBJECTIVES OF THE STUDY
17-27
28-38
Importance of customer satisfaction satisfaction in newspaper industry To study the customer satisfaction of Various topics covered in the new indian express To study the customer loyality at the new indian express
CHAPTER – 4
39-42
RESEARCH DESIGN AND METHODOLOGY CHAPTER – 5
43-53
STATISTICAL INFORMATION OF THE NEW INDIAN EXPRESS INDIAN EXPRESS CHAPTER – 6
54-72
ANALYSIS AND INTERPRETATIONS CHAPTER – 7 SUMMARY AND SUGGESTIONS BIBILOGRAPHY QUESTIONNAIRE
73-80
A STUDY ON CUSTOMER SATISF SATISFACTION ACTION With special reference to THE NEW INDIAN EXPRESS, VISAKHAPATNAM A project Report submitted to the Andhra University, Visakhapatnam Visakhapatnam In partial fulfillment for the Award of the degree of
MASTER OF BUSINESS ADMINSTRATION ADMINSTRATION Submitted By S. RAMA SEKHARA RAO (REGD. No. 2035421034)
Under the guidance of Mr.A.V. NAGESWARA RAO, M.B.A., P.G.D.I.B.,
Faculty Member
SRI SRINIVASA VIDYA PARISHAD COLLEGE OF MANAGEMENT STUDIES (Affiliated to Andhra University & Approved by A.I.C.T.E) A.I.C.T.E)
VISAKHAPATNAM 2003-2005
CERTIFICATE
This is to certify certify that the project work entitled, entitled, “A STUDY ON CUSTOMER SATISFACTION” SATISFACTION ” with special reference to THE NEW INDIAN INDIAN EXPRESS EXPRESS is a bona bonaffied ied work ork done done by Mr. Mr. S. RAMA RAMA SEKHARA RAO Under my guidance and submitted submitted the same to the SRI SRINIVASA VIDYAPARISHAD COLLEGE OF MANAGEMENT STUDIES, in Part Partia iall fulf fulfil illm lmen entt for for the the awar award d of MAST MASTER ER OF BUSINESS ADMINSTRATION DEGREE.
Place : Visakhapatnam
Mr.A.V. Mr.A.V. NAGESWARA N AGESWARA RAO, M.B.A., P.G.D.I.B.,
Date :
Faculty Member S.S.V.P College of Management Studies
DECLARATION
I, here by declare that the Project work entitled, “A STUDY ON CUSTOMER SATISFA SATISFACTION CTION”” with with spec specia iall refe refere renc nce e to THE NEW INDIAN EXPRESS, VISAKHAPATNAM submitted by me to the SRI SRINIVASA VIDYA PARISHAD COLLEGE OF MANAGEMENT STUDIES, VISAKHAPA VISAKHAPATNAM is my own and it is not been submitted to any other institute / University for the award of degree / Diploma / Fellowship or other any similar title.
Place: Visakhapatnam Visakhapa tnam Date:
S. RAMA SEKHARA RAO
ACKNOWLEDGEMENT
I wish ish to expr expres ess s my sinc sincer ere e than thanks ks to Sri S.P. S.P. Ravindra Ravindra corresponden correspondentt and Sri Harago Haragopal pal,, directo directorr, S.S.V.P S.S.V.P.. college college of management studies for giving me permission to do project work at The New Indian Express, Visakhapatnam. I also express my sincere gratitude to Mr. A.V A.V.Nagesw .Nageswara ara Rao R ao,, who inspired me during my extensive research in this area and extended her constructive guidance and constant supervision which is of immense help to me in the successful completion of the study. study. I am very much grateful to Mr. JACOB, JACOB, Marketing Manager, The New Indian Indian Express, Express, Visakhapa Visakhapatnam tnam for giving giving me opportunity to do project work at The New Indian Express. Words would never be adequate to express my gratitude to my parents and friends because whatever I am and whatever I do is a result of their perseverance in moulding me.
Place: Visakhapatnam Date:
S. RAMA SEKHARA RAO
CHAPTER – 1 INTRODUCTION • • • • • •
•
Introduction to newspapers Origin of newspapers Importance of news papers Need for the study Scope of the study Present scenario of the newspaper industry Limitations
CHAPTER - 2 COMPANY PROFILE OF THE NEW INDIAN EXPRESS o o o o o
Organisation chart of the new indian express Vision Vision and mission of the new n ew indian express The new indian express sailent features Industry structure of the new indian indian express Ach Achie ieve veme ment nts s and and awar awards ds of the the new new indi indian an express
CHAPTER - 3 OBJECTIVES OF THE STUDY
Importance of customer satisfaction in newspaper industry To study the customer satisfaction of Vari arious topics cover vered in the new Indian Express To study the customer loyality at the new indian express
CHAPTER - 4 RESEARCH DESIGN AND METHODOLOGY
CHAPTER - 5 STA STATIST TISTIC ICAL AL INFO INFORM RMA ATION TION OF THE THE INDIAN EXPRESS INDIAN EXPRESS
NEW NEW
CHAPTER - 6 ANALYSIS AND INTERPRETATIONS
CHAPTER - 7 SUMMARY AND SUGGESTIONS BIBILOGRAPHY REFERENCES
Bibliography
