A Study on Measuring Customer Satisfaction at ‘Reliance Fresh’

Retail Outlets

SUMMER INTERNSHIP REPORT SUBMITTED TO THE SIKSHA O ANUSANDHAN

(DEEMED TO BE UNIVERSITY )

IN PARTIAL

FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

By

Student Name
(Registration Number: 1161333010)

Guide
Dr. Manoranjan Dash
(Associate Professor)

Institute of Business & Computer Studies

Faculty of Management Sciences
Siksha ‘O’ Anusandhan (Deemed to be University)
Bhubaneswar
May-2021
 DECLARATION

I hereby declare that the project entitled “Title of The poject.” submitted for the BBA Degree is

my original work and the project has not formed the basis for the award of any degree,

associateship, fellowship or any other similar titles.

Place: Bhubaneswar

Date: 31/08/2013 Signature of the Student

 CERTIFICATE

This is to certify that the dissertation entitled “Title of The Project.”is the bonafide research

work carried out by Ms. Pratikhya Sahu student of BBA, Siksha O Anusandhan (Deemed to be

University), Bhubaneswar, during the year 2018-2021, in partial fulfillment of the requirements

for the award of the Degree of Bachelor of Business Administration and that the project has not

formed the basis for the award previously of any degree, diploma, associateship, fellowship or

any other similar title.

Place: Bhubaneswar

Date: 31/08/2013 Signature of the Guide

 ACKNOWLEDGEMENTS

I take this opportunity to express my deepest gratitude to all those people, without those
spontaneous support, guidance, encouragement and understanding, this project would
never had reached completion.
The special thank goes to my corporate guide, Mrs. Pragnya Mohapatra .The supervision
and support that she gave truly helped in the progression and smoothness of the internship
programme. The co-operation is much indeed appreciated. I will oblige to each and every one
from Vodafone who have helped me in this endeavour.
I extend my grateful thanks to my project guide, Prof. Sanjeev Pattnaik.The contribution
made by him to fulfil this 8 weeks internship programme is highly commendable. He
continuously guided me and always present to give suggestions and to shed light on my doubts.
Mere words of gratitude will never suffice to their valuable guidance, patience and faith
shown in my work.
I acknowledge the timely help extended by all my colleagues and all the
unmentioned names from the concerned field.

Pratikshya sahu
 Table of Contents
Subject Items Page No.

Chapter-I (Introduction)
 Relevance of the Study 2

 Research Problem 2
 Objectives 2
 Methods of Study
A. Sample Design 3
B. Methods of Data Collection 4
C. Tools & Techniques of Data Analysis applied 5
 Scope and Limitation 6

Chapter-II (Company Profile)

 Company Profile 7

Chapter-III (Data Analysis and Interpretation)

 Descriptive Statistical Analysis 34

Chapter-V (Summary and Conclusion)

 Major Findings
 Suggestions
 Conclusion

Annexure
Bibliography
Sample copy of Questionnaire (if any)
 CHAPTER-1
1.0 INTRODUCTION

1.1 RELEVANCE OF THE STUDY

1.2 OBJECTIVE OF THE STUDY
The main objectives of the study are:
 To find out whether organization fully appreciate the importance of the employee
engagement in both financial and non-financial terms;

1.3 RESEARCH METHODOLOGY

The research carried out was descriptive in nature. The study was survey based. The main
objective is to identify the effectiveness of engagement activities of employees. During the
study, the data was collected from the different department of internal employees of Vodafone
with similar and dissimilar work. The participants selected for the study will use a questionnaire
and provide honest answer based on their best judgment, ability to answer the question, and the
understanding of that question. The overall research adhered to a combined qualitative and
quantitative methodology called mixed method research. The selected methodology is
quantitative, and the data was analyzed by using a 5 point Likert scale that is quantified and
measured in terms of the participant’s answer to the questions to the survey.

 RESEARCH DESIGN
A complete enumeration of the items in the population is known as census enquiry. It can be
presumed that in such as enquiry when all items are covered, no elements of change are left and
highest accuracy is obtained. However this type of inquiry involves a great deal of time, money
and energy. In sample survey we select only few items from the total population. Results are
sufficiency accurate and much lesser time; energy and money is spending in field studies. Hence, it
was decided to opt for sample survey.
A research design is the detailed blue print used to guide a research study towards its
objectives. It helps to collect, measure and analysis of data. The present study seeks to find out
the employee engagement in VSL.

 SAMPLE DESIGN
Sampling plan
Sampling plan consists of sampling unit, sampling size and sampling procedure therefore it is
necessary to find out sampling plan if population is 50.
Sample Plan Consists of:
Sample Plan

 Sampling Design : Simple Random Design

 Sample Size : 50

 Sample Location : Internal Employee of VSL ,Bhubaneswar

 Descriptive Research design.

 Type of Research
The study undertaken is of –Descriptive Research in nature.
 Nature of Research :
The study is quantitative in nature. It is structured, standardized, question based interview.
 Sampling Plan
Sampling is the processes of obtaining the information about the entire population by examine a
part of it. The effectiveness of the research depends on the sample size selected for the survey
purpose.
The survey was conducted in VSL, Bhubaneswar.
 Sampling Units
It means – who is to be surveyed. Here target population is decided and it is who are interested to
purchase-footwear. And sampling frame is developed so that everyone in the target population
has known chance of being selected. So the survey was conducted particularly in VSL
Bhubaneswar.
 Sample Size
The population consisted employees with the designation as from various field like-switch, sales
and marketing ,finance ,customer service ,network ,commercial ,carrier business, transmission
planning etc.
 Sample Element
The sample element of research is internal employees of VSL, Bhubaneswar.
 Sample Extent
The sample extent is limited to employees of VSL.
 Sample Duration
The sample duration between 15th June to 15th July 2012.
 Sampling Procedure
The sampling procedure followed was systematic random sampling
 Research Instrument
In this study the research instrument is questionnaire. It consists of a set of questions presented to
respondents. The questionnaire is structured and combinations of various close and open ended
questions. Close ended question already have the possible answers and the open ended question
allow the respondents to answer in their own word.

METHODS OF DATA COLLECTION

 Data collection
There are two types of data collection
 Primary Data Collection:
Questionnaire had been prepared to get the response of the people as per guided by the
organizational guide. To provide the best end results without any kind of biasness, which can
give a brief idea about sampling and would be beneficial for making inferences for tabulations
and calculations with research instruments? I made a survey through questionnaire as prepared
by me.
Primary Source:
 The primary source of collecting data for research is: Questionnaire filed by the employee of
VSL and telephonic interview.
Primary Data Collection:
Research Technique:
In this study the survey method is used as a research technique. This method helps to obtain
right information from respondents.
Secondary data collection –
In this study the secondary data is collected from the following sources:
1. Company Website.
2. Report of Company.
3. Discussion with marketing and sales staff.
4. Books on Marketing and Research Methodology.
5. Authorized Retailer, Magazine, Internet, Pamphlets, etc.

1.4 TOOLS AND TECHNIQUES

The researchers have identified 11 questions that most effectively identify the strong
feeling of employee engagement. Data is collected by the help of questionnaire. It was collected
in all the hours of the day. And for the analysis the data percentage method and t-test has been
used.

1.5 SCOPE OF THE STUDY

The study provides an insight into the most crucial problem of human resource management that
is retaining the employees. The study includes various strategies adopted and proposed which
provides a clear understanding to the various factors related to the engagement and their
interrelationship. A good understanding of the study and the usage of its suggestions can help a
great deal to the employers to reduce attrition rate.

1.6 LIMITATION OF THE STUDY

As far as limitation of the project is concerned, the limitation are .
 Employee has less time to give answer.
 Study is area specific.
 Most of the participants didn’t give any interest to fill up the last question (descriptive
question).
 The distance and departments are more in number which took much of time to visit each
department.
 Secondary data has been collected from Internet which may not be sufficient.
 CHAPTER-2
2.0 LITERATURE REVIEW/THEORITICAL BACKGROUND

EMPLOYEE ENGAGEMENT
An organization’s productivity is measured not in terms of employee satisfaction but in terms if
employee engagement. Employees are said to be engaged when they show a positive attitudes
towards organization and express a commitment to remain with the organization. It is the level of
commitment and involvement and employees has towards the organization and its value. An
engaged employee is aware of the business context and works with colleagues to improve
performance within the job for the benefit of the organization. According to Scarlett Surveys,
"Employee Engagement is a measurable degree of an employee's positive or negative emotional
attachment to their job, colleagues and organization that profoundly influences their willingness
to learn and perform at work".

The Hertzberg theory of what constitutes “true” motivators not only offers an excellent model to
improve productivity, but also that leaders, managers and supervisors can apply this theory to
increase employee engagement and commitment. For example, most of us as managers, often
fail to give enough recognition to those whose work lead to our own success. If we would do a
better job of mentoring, we ultimately provide an opportunity for subordinates to grow in their
jobs. To the extent that we delegate well, we offer an increase in responsibility to subordinates.
This is very likely to elicit stronger employee engagement. If we can improve upon how well we
foster a sense of growth for individuals we lead, we are likely to improve levels of employee
commitment. If we can find ways to enrich the jobs of those we lead, we will see more satisfied
employees who increase their levels of engagement and contribution.

Each employee has accepted a specific challenge and responds in a favorable way towards
achieving a goal. There is a willingness to help the organization achieve its goals. The
organizational goal has also become a personal goal for the engaged employee. Employee
engagement focuses on how the psychological experience of work and work context shapes the
process of people presenting and absenting themselves during task performances. Deing (1993)
placed a great weight on the value system; he also acknowledged the vital role of intrinsic
motivation and the need to engage workers on their work. It would appear that employee
engagement is strongly linked to the work of classic motivation theorists and researchers. Kahn
(1990) in his work of conceptual engagement stated that self and role exist in some dynamic
negotiatable relation in which a person both drives personal energies into role behaviors and
displays the self within the role. He further said that such engagement serves to fulfill the human
spirit at work. The international survey research (2003) formally defines employee engagement
as proceeds by which an organization, increases commitment and contribution of its employees
to achieve superior business result. They resolve that employee engagement is a combination of
employee’s cognitive, affective, and behavioral commitment to the company. After 30 years of
research, the Gallup institute (2003) has determined that there are five essential skills that leaders
need to have if they are going to succeed in increasing employee engagement.
o Building trust-We build trust by trusting other; a basic belief in people.
o Monitoring- to give and receive feedback, to coach and counsel employees in a way that
increases engagement.
o Inclusion-Ensuring that team member knows that everyone on the team has strength the
team needs to be successful.
o Alignment-Ensuring that employee’s feel aligned with their organization’s purpose, value
and vision.
 o Team development-Developing the leadership potential in all the members of team.

The Three Faces of Employee Engagement:

The area of employee engagement as three distinct things.
 Disposition or Trait Engagement: This type of engagement reflects peoples’
predisposition to experience the world from the perspective of enthusiasm and positive
affectivity. Some people just have a positive outlook on life. This type of engagement
suggests that certain people will naturally be predisposed to being engaged employees
because that is how they approach everything in their lives.
 State Engagement: This type of engagement is psychological in nature and reflects
internal feelings of energy and absorption. State engagement is impacted (directly and
indirectly) by trait engagement, and different aspects of the work environment (e.g., job
variety, autonomy, senior leadership and other HR practices).
 Behavioral Engagement: This type of engagement is represented in terms of
discretionary effort on behalf of the employee (employees who consistently go above and
beyond what is expected of them) to help the employer succeed.
The concept of employee engagement, then, includes three distinct, but related concepts. The
focus on employee engagement measures that assess state employee engagement.

liberalization. Today, there are many private players like Vodafone, Airtel, Tata, Reliance, Idea
etc. There are basically two areas in which these players operate: Fixed
and Cellular Services. In Fixed line, MTNL and BSNL have captured major part of the market.
Whereas, Cellular Services, can be further divided into two parts: Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA).
 CHAPTER-3

Data Analysis and Interpretation:

Data analysis is done by evaluating the questionnaire and the evaluation was done with the help
of Microsoft Excel. The interpretation was done by calculating percentages and with the help of
pie charts. As stated earlier, this study is based on a survey conducted in different
departments of Vodafone Spacetel Limited. The interpretation was done individually for each
question which is as follows.
1. Are Employee Engagement activities required for an organization?

Yes No
50 0
Table-1

Interpretation:
The graphical result show that out of 50 employee who were considered as the sample size, all
50 employees (100%) agreed to the point that yes employee engagement activities are required
for organization and they are no employees disagreed to the point that employee engagement
activities are required for an organization .From this data it can be concluded that 100% of
employees are in agreement.

2. Whether V-connect team organized/ conducts various events and employee engagement
activities like birthday, Vodafone day, local and national celebration?
 Strongly agree Agree Neither agree Disagree Strongly
nor disagree disagree
14 30 6 0 0
Table-2

Fig-1

Interpretation:
The graphical results show that out of 50 employees who were considered as the sample size,14
employees(28%) strongly agreed to the point that V-connect team organized/ conducts various
events and employee engagement activities like birthday, Vodafone day, local and national
celebration,30 employees (60%)agreed to the point that V-connect team organized employee
engagement activities,6 employees(12%) neither agree nor disagree to the point that V-connect
team conducts various events and
Employee Engagement activities. They were no employees who disagreed and strongly
disagreed. From this data it can be concluded that 88% of employees are in agreement and only
12% employees are in neither agreement nor disagreement.

3. Is your Engagement Team accountable for fun at work activities like Indoor and outdoor
games?
 Strongly agree Agree Neither agree Disagree Strongly
nor disagree disagree
15 26 5 4 0
Table-3

Fig-2

Interpretation:
The graphical results show that out of 50 employees who were considered as the sample
size,15employees(30%) strongly agreed to the point that your Engagement Team is accountable
for fun at work activities like Indoor and outdoor games,26 employees (52%)agreed to the point
that Engagement Team accountable for fun at work activities, 5 employees(10%) neither agreed
nor disagreed to the point that Engagement Team accountable for fun at work activities.4
employees(8%) disagreed to the point that Engagement Team accountable for fun at work
activities. They were no employees who disagreed. From this data it can be concluded that 82%
of employees are in agreement 10% employees are in neither agreement nor disagreement and
also 8% employees are in disagreement.
 CHAPTER-4

 FINDINGS

 The data analysis shows that greater dissatisfaction prevailed regarding the existing
financial rewards in terms of employee engagement as expressed by the employees of the
organization. Differences prevailed in the existing reward systems as perceived by the
employees of different departments.
 The company was conducting and giving opportunity to all employees to participate in
employee engagement program but the selection process was conducting within some
limited people of Vodafone. Therefore others were not giving any interest to participate
in such engagement activities.

CONCLUSION
 BIBLIOGRAPHY

 BOOKS

Example
Dash Manoranjan , “Research Methodology”, Tata McGraw Hill,
2012, 3rd Edition, New Delhi

Web Resources

 www.Vodafone.com

 http://www.businessballs.com/employee engagement.htm

 http: www.wikipedia.org

 www.siescoms.edu/images/pdf/reserch/.../employee_engagement.pdf

 www.yvonnethompson.ca/.../EnhancingEmployeeEngagement.pdf

 http://nisharaghavan.com/topics/employee-engagement/
 Questionnaire

I am a BBA student of Institute of Business and Computer Studies, Siksha O Anusandhan

University , Orissa, conducting a survey related to my project that is about “Employee
Engagement Survey At Vodafone Odisha SpaceTel Ltd. “. I would appreciate it if you would
fill out the questionnaire. Please read the following questions carefully and tick the most
appropriate answers. Thank you.
Section-A
DEMOGRAPHIC INFORMATION
Employee Name:-
Gender: - FEMALE MALE
Designation:-
Department:-

1. Are Employee Engagement activities required for an organization?

YES NO

2) Whether V-connect team organized/ conducts various events and employee engagement
activities like birthday, Vodafone day, local and national celebration?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
3) Is your Engagement Team accountable for fun at work activities like Indoor and outdoor
games?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
4) Is there any entertainment programs (e.g.-song and dance) conducted in your organization?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
5) Monthly/Quarterly magazines (event/programmes) of the company required?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
6) Reward and recognition conducted in the circle?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
7) Is there any initiation from v-connect team for any CSR programme\activities?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
8) In the last one year, have you received recognition or praise for your good work?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
9) Is V-connect helping you to be connected with other cross-functions?
A) Strongly agree B) Agree C) Neither Agree nor Disagree D) Disagree E) Strongly
Disagree
10) How do you rate the performance of V-connect team?
A) Good B) Average C) Poor D) Don’t know
11) Your Suggestion for the betterment of V-connect Team.
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