TO EVALUATE FACTORS CUSTOMER

SATISFACTION FOR THE SERVICES PROVIDED AT

JAI AMBIKA DECORATION AND EVENTS COMPANY

SUMMER INTERNSHIP PROJECT

SUBMITTED TO

H. & G. H. MANSUKHANI INSTITUTE OF

MANAGEMENT IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR MASTER IN MANAGEMENT
STUDIES

BY
MOHIT TARACHAND CHHATANI
ROLL NO:21
MARKETING
BATCH: 2022 – 2024
UNDER THE GUIDANCE OF DEEPALI KULKARANI

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 TO EVALUATE FACTORS CUSTOMER
SATISFACTION FOR THE SERVICES PROVIDED AT
JAI AMBIKA DECORATION AND EVENTS COMPANY

SUMMER INTERNSHIP PROJECT

SUBMITTED TO

H. & G. H. MANSUKHANI INSTITUTE OF

MANAGEMENT IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR MASTER IN MANAGEMENT
STUDIES

BY
MOHIT TARACHAND CHHATANI
ROLL NO:21
MARKETING
BATCH: 2022 – 2024
UNDER THE GUIDANCE OF DEEPALI KULKARANI

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 H. & G. H. MANSUKHANI INSTITUTE OF
MANAGEMENT ULHASNAGAR

SUMMER INTERNSHIP PROJECT

Student’s Declaration

I hereby declare that this report is submitted in partial fulfillment of

the requirement of MMS Degree of University of Mumbai to H. &
G. H. Mansukhani Institute of Management. This is my original work
and is not submitted for award of any degree or diploma or for
similar titles or prizes.

Name: MOHIT TARACHAND CHHATANI

Class: S.Y-M.M.S

Roll No: 21

Place: Ulhasnagar

Date:

Students Signature:

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 Certificate

This is to certify that the project submitted in partial fulfillment for the
award of MMS degree of University of Mumbai to H & G H Mansukhani
Institute of Management is a result of the bonafide research work carried
out by Mr. Mohit. Tarachand .Chhatani under my supervision and
guidance, no part of this report has been submitted for award of any other
degree, diploma or other similar titles or prizes. The work has also not
been published in any journals/Magazines.

Date:
Place: Ulhasnagar

Faculty Guide I/CDirector

(Signature &Name of the Guide) (Dr. Manju Lalwani Pathak)

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TABLE OF CONTENTS:

Chapter Particulars Page

No. No.
Executive Summary

1. Introduction

1.1. Introduction
- Meaning Of The Concept
- Importance Of The Concept

1.2 Objectives Of Study

1.3 Scope Of Study

1.4 Introduction To The Industry/Sector

1.5
Introduction To The Company:
A) Name Of The Company
B) Nature Of The Company
C) Company’s Vision And Mission
D) Product Range
E)Size
F) Organization Structure
G) Market Share And Position

2. Review Of Literature

3. Research Methodology

3.1 Research Design

3.2 Sampling Technique

3.3 Data Collection Methods

3.4 Data Presentation

4 Findings

5 Suggestions

6 Conclusions

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 Details Of Experience During Internship:
A. About Company
B. Internship Position
C. Roles And Work Responsibilities Handled
During Internship
D. - Skills Learned During Internship And Overall
Experience

7 Bibliography And References

8 Annexure

9 Questionnaire

INTERNSHIP CERTIFICATE

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EXECUTIVE SUMMARY

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The summer internship project at Jai Ambika Decoration and Events Company aimed
to assess customer satisfaction factors for the services offered. The research,
combining quantitative surveys and qualitative interviews, identified key influencers,
highlighting the paramount importance of service quality, timely delivery, and
effective communication. Clients expressed a desire for personalized services and
emphasized the need for a user-friendly feedback mechanism. Recommendations
include measures to enhance service quality, improve communication protocols, tailor
services for personalization, and implement an efficient feedback system. This
comprehensive approach is geared towards fortifying the company's market position
and fostering enduring client relationships by addressing the identified areas for
improvement.

The internship project at Jai Ambika Decoration and Events Company sought to delve
into the intricate facets of customer satisfaction with their provided services. Through
a mixed-methods approach, encompassing surveys and interviews, key findings
underscored the pivotal role of service quality and timely delivery in shaping client
contentment. Effective communication emerged as a linchpin, with clients expressing
a desire for transparency and responsiveness. Personalization stood out as a crucial
aspect, and the need for a streamlined feedback system was emphasized.
Recommendations include initiatives to fortify service quality, enhance
communication strategies, tailor services for personalization, and implement an
accessible feedback mechanism. These strategic interventions aim not only to address
existing concerns but also to propel the company towards heightened client
satisfaction and long-term success in the competitive events industry.

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 INTRODUCTION

Interpretation Of The Idea:

In the dynamic realm of event planning and decoration services, customer satisfaction
is the bedrock upon which successful enterprises thrive. This summer, I embarked on
an enriching internship project with Jai Ambika Decoration and Events Company,
with a focused objective to comprehensively evaluate the myriad factors influencing
customer satisfaction. Understanding the intricacies of client preferences,
expectations, and the nuances that contribute to their overall satisfaction is paramount
in a service-oriented industry. Through a meticulous blend of quantitative surveys and
qualitative interviews, this project endeavors to unearth the key drivers of customer
contentment, providing actionable insights to refine service delivery and elevate the
customer experience. In this pursuit, we navigate the terrain of service quality,
timeliness, communication effectiveness, and the indispensable need for
personalization, aiming not only to identify areas for enhancement but to chart a
course for Jai Ambika Decoration and Events Company towards sustained excellence
and client delight.

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In the ever-evolving landscape of event management and decoration services, the
significance of customer satisfaction cannot be overstated. As I embarked on a
transformative summer internship with Jai Ambika Decoration and Events Company,
the primary focus was to delve into the intricacies of customer satisfaction dynamics
within the realm of their offered services. This venture aimed to unravel the
multifaceted factors that influence clients' perceptions, preferences, and overall
satisfaction levels. By employing a strategic blend of quantitative surveys and
qualitative interviews, the project sought to draw a comprehensive map of the client
journey, spotlighting the critical touchpoints and experiences that shape their
satisfaction. In a landscape where each event is unique and personal, understanding
the nuances of service quality, timely execution, effective communication, and the
bespoke nature of personalization is pivotal. This exploration not only serves to
uncover areas of improvement but also positions Jai Ambika Decoration and Events
Company on a trajectory toward heightened customer-centricity, ensuring enduring
success and distinction in the competitive event services industry.

Importance of the Concept:

Understanding the factors influencing customer satisfaction in the context of event planning
and decoration services holds immense significance for Jai Ambika Decoration and Events
Company. Customer satisfaction is not merely a metric; it is the lifeblood of any service-
oriented enterprise. By delving into the intricacies of client expectations and experiences, the
company gains a strategic advantage in refining its service delivery model. Recognizing that
the quality of services, timeliness, effective communication, and personalization are pivotal
touchpoints, Jai Ambika can strategically align its operations to meet and exceed these
expectations. The importance lies not only in rectifying potential pain points but also in
proactively tailoring services to align with the unique needs of each client. This customer-
centric approach is instrumental in fostering long-term relationships, enhancing brand
loyalty, and ultimately positioning the company as a leader in the competitive events
industry. Moreover, as client feedback becomes a guiding force for continuous improvement,
this concept becomes a catalyst for staying agile and responsive to the ever-changing
dynamics of customer preferences, ensuring sustained success and growth for Jai Ambika
Decoration and Events Company.

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The significance of delving into the factors influencing customer satisfaction for Jai Ambika
Decoration and Events Company extends far beyond a mere operational exercise. In the
realm of event services, where the success of an occasion is intricately tied to client
contentment, this exploration becomes a strategic imperative. By deciphering the intricacies
of what drives satisfaction – be it the quality of services, the timeliness of execution, or the
degree of personalization – the company gains invaluable insights. These insights serve as a
compass, guiding the company toward not just meeting but surpassing client expectations.
The ripple effect of this understanding is profound; it fosters a culture of continuous
improvement, enabling the organization to adapt swiftly to evolving client preferences.
Furthermore, as the events industry is inherently built on relationships, each satisfied client
becomes a brand ambassador, contributing to positive word-of-mouth and bolstering the
company's reputation. In essence, the importance of grasping the dynamics of customer
satisfaction lies in the transformative potential it holds for elevating service standards,
cultivating client loyalty, and positioning Jai Ambika Decoration and Events Company as a
trusted partner in creating memorable and unparalleled event experiences.

Objectives Of The Study:

1. Identify Key Drivers of Customer Satisfaction: The primary objective is

to pinpoint the pivotal factors that significantly influence customer satisfaction
within the context of Jai Ambika Decoration and Events Company. This
involves a nuanced examination of service quality, timeliness, communication
effectiveness, and personalization.

2. Quantify Satisfaction Levels: Establish a quantitative measure of customer

satisfaction by conducting surveys among the client base. This objective seeks
to capture numerical data that can be analyzed to gauge overall satisfaction
levels and identify trends or patterns.

3. Qualitative Insights through Interviews: Conduct in-depth qualitative

interviews with a sample of clients to gain a deeper understanding of their
experiences. Uncover nuanced feedback, preferences, and suggestions that may
not be captured through quantitative measures alone.

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4. Evaluate the Impact of Communication Strategies: Assess the
effectiveness of the company's communication protocols in meeting client
expectations. This includes examining the clarity, transparency, and
responsiveness of communication throughout the service engagement.

5. Explore Opportunities for Personalization: Investigate the potential for

enhancing personalization in service delivery. This involves understanding
individual client needs and preferences, aiming to tailor services in a way that
resonates with the unique requirements of each event.

6. Develop a Robust Feedback Mechanism: Implement a user-friendly and

efficient feedback system that encourages clients to share their experiences and
insights. This objective aims to establish a continuous feedback loop for
ongoing improvement.

7. Recommend Strategies for Improvement: Based on the findings,

formulate actionable recommendations to enhance customer satisfaction.
Provide strategic insights and practical measures that the company can adopt to
elevate its service standards and overall customer experience.

8. Foster a Customer-Centric Culture: Cultivate a culture within the

organization that prioritizes customer satisfaction. Encourage teams to
proactively engage with client feedback, continuously improving processes,
and fostering an environment that is responsive to evolving client needs.

9. Measure Impact on Brand Loyalty: Assess the correlation between

customer satisfaction and brand loyalty. Explore how a heightened focus on
satisfying client expectations can contribute to increased repeat business,
positive referrals, and an enhanced reputation in the market.

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 10. Align Findings with Business Goals: Ensure that the insights gained align
with the broader business goals of Jai Ambika Decoration and Events
Company. The study aims to provide actionable intelligence that not only
enhances customer satisfaction but also contributes to the company's overall
growth and market positioning.

Scope Of Study:

1. Service Quality Dimensions: The study will explore various dimensions of service
quality within the context of event planning and decoration services. This includes an
examination of the design aesthetics, execution precision, and overall craftsmanship
that contribute to the perceived quality of services offered by Jai Ambika.

2. Timeliness in Execution: The scope encompasses an evaluation of the company's

ability to adhere to timelines and deadlines in delivering its services. This involves
scrutinizing the efficiency of planning, coordination, and execution to meet or exceed
client expectations regarding event timelines.

3. Communication Protocols: The study will assess the effectiveness of

communication strategies employed by Jai Ambika Decoration and Events Company.
This includes the clarity, responsiveness, and transparency of communication channels
throughout the client engagement process.

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4. Personalization Opportunities: Examining the scope for personalization in event
services, the study will delve into how well Jai Ambika caters to unique client
preferences and individual event requirements. This involves understanding the
flexibility and customization options available within the service offerings.

5. Client Feedback Mechanism: The scope extends to the establishment of a robust

feedback mechanism. This includes designing and implementing a user-friendly
system that allows clients to share their experiences, concerns, and suggestions,
facilitating a continuous feedback loop for ongoing improvement.

6. Comparative Analysis: The study may include a comparative analysis with

industry benchmarks and competitors to provide a broader perspective on customer
satisfaction within the events industry. This scope aims to position Jai Ambika within
the larger market context.

7. Organizational Culture and Training: The study may explore the organizational
culture of Jai Ambika, focusing on how it aligns with a customer-centric approach.
Additionally, it may assess the effectiveness of training programs aimed at ensuring
staff members are equipped to deliver high levels of customer satisfaction.

8. Long-Term Impact on Brand Image: The scope extends to evaluating the

potential long-term impact on the brand image of Jai Ambika. This involves
understanding how improvements in customer satisfaction may contribute to positive
word-of-mouth, increased brand loyalty, and a strengthened market position.

9. Integration with Business Strategy: The study will ensure that the findings align
with and contribute to the broader business strategy of Jai Ambika Decoration and
Events Company. This includes exploring how enhanced customer satisfaction can be
integrated into the company's growth plans and market positioning.

10. Adaptability to Changing Client Preferences: The scope will consider the
adaptability of Jai Ambika to evolving client preferences in the dynamic events
industry. This involves exploring how the company can stay agile and responsive to
emerging trends and changing customer expectations.

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Industry profile:

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India Events & Exhibition Market Analysis

The India Event And Exhibition Market size is estimated at USD 5.23 billion in 2024,
and is expected to reach USD 7.80 billion by 2029, growing at a CAGR of 8.31%
during the forecast period (2024-2029).
 Exhibitions and events are some of the critical enablers and triggers of the
economy. With India being one of the fastest-growing economies, the
government initiatives to help enterprises in different industries are expected to
improve the need for events and exhibitions in the country. According to Make
in India, among the chosen 190 countries, India ranked at 63rd position in
comfort of doing business rank 2020, which was 142 out of 190 in 2014, a
significant improvement of 79 positions.
 India has a vast consumer market, and it offers an unparalleled opportunity for
enterprises to invest and expand in the country. According to the India Brand
Equity Foundation and Retailers Association of India, the retail market size
across India will reach USD 1,750 billion by 2026.
 Exhibitions are among some of the powerful enablers of trade and economic
growth globally. Various nations in Europe and Asia used exhibitions as
business platforms to propel their regions' economic development and
investments. In line with India's economic development, the exhibitions
industry has seen rapid growth. Today, India is one of the prime exhibition
destinations globally.
 Event planning goes hand in hand with the marketing efforts of the organizers.
In order to do so, such event organizers charge a hefty amount from
participants. Inefficient marketing may lead to lower footfall which leads to
lower sales for vendors that signed up for the exhibition. Such scenarios are
why organizers tend to have hefty entry fees to communicate appropriately
about the exhibition.
 The COVID-19 pandemic had a harsh negative impact on various industries
across the country. The event and exhibition industry was no stranger to this
trend. With the lockdown announcement, the sphere of outdoor entertainment
came to an absolute standstill. According to the Indian Exhibitions Industry
Association (IEIA), India's exhibition sector lost an estimated INR 3,570 crore.

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Source:https://www.mordorintelligence.com/industry-reports/event-and-exhibition-
market-india

India Events & Exhibition Market Trends

Growing Adoption of Geo-cloning for Exhibition Organizers is Expected to
Drive the Market

 The geo-cloning concept is not new and has been tried and tested for decades now. It
has gained traction recently due to increased connectivity and globalization. Geo-
cloning is taking an event that works in one city or country and including it in
another.
 For instance, Fastener Fair USA, which is from the United States, was replicated in
India and took place in the Bombay Exhibition Center (NESCO), Mumbai. In 2019,
the event had 5,192 visitors and 199 exhibitors, and 58% of the visitors were
company owners or directors. Such successful geo-cloning events are taking the
country's industry by storm with the growing economic and active government
policies.
 Geo-cloning has also become a go-to strategy for various major exhibition organizers
looking to expand globally. It involves less of the risk of a brand-new launch and an
existing brand reputation to use as a launchpad. Statement of intent geo-cloning has
proven to be a valuable tactic.
 With the growing construction, industrial manufacturing, textiles and apparel, and
consumer durables market in India, various international events and exhibitions are
keen on entering the country to offer their products and services, and such exhibitions
are the means of networking and expansion opportunities to tie up with local vendors
and distributors.
 In addition, technological advancements in various industries are offering a prime
opportunity for international vendors, as such events offer significant opportunities to
attend and gain knowledge and adopt advanced solutions as part of their operations.
 The government support for Indian event organizers involved in geo-cloning and
large international conventions in the country is positively impacting growth. This

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 involves guaranteed footfall from customers due to the brand reputation and
involvement of international solutions and service providers.

Source: https://www.mordorintelligence.com/industry-reports/event-and-exhibition-
market-india

Introduction To The Company:

Jai Ambika is a company started by Hitesh Chhatani, who is full of ideas and
creativity. The company is known for making events like weddings and parties really
special. Hitesh wanted to create a place where events become unique and
unforgettable. Jai Ambika takes care of everything, from planning to making the place
look beautiful.

They are good at weddings, office events, and all kinds of parties. What makes Jai
Ambika different is that they really listen to what you want, and they work hard to
make it happen. Hitesh and his team pay attention to every detail to make sure
everything goes smoothly on the big day.

Jai Ambika is not just about doing a job; they love being creative and making events
stand out. This is why people trust them to turn their ideas into reality. As we look into

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what makes customers happy with Jai Ambika, we're exploring what makes this
company special in creating amazing events.

Jai Ambika Decoration and Events Company is a dynamic and innovative entity
dedicated to creating unforgettable experiences through its exceptional event planning
and decoration services. With a commitment to excellence, the company strives to
transform ordinary moments into extraordinary memories. Renowned for its creativity
and attention to detail, Jai Ambika takes pride in providing a comprehensive suite of
services that cater to the diverse needs of clients, ensuring each event is a seamless
and enchanting celebration. This evaluation aims to delve into the factors that
contribute to customer satisfaction, ultimately enhancing the company's ability to
deliver unparalleled events that exceed expectations.

Imagine a location where festivities transform into remarkable occasions - that is the
world of Jai Ambika Decoration and Events, brought to life by Hitesh Chhatani's
creativity. Jai Ambika is a creative hub where dreams come true, not your typical
event company.

Making weddings, office celebrations, and social gatherings extraordinary is the main
goal of Jai Ambika. The mastermind behind it all, Hitesh, was to create an
environment where each event is distinct and makes an impression. The organization
takes care of everything, from organizing to beautifying the location, guaranteeing a
lovely and hassle-free event.

Jai Ambika is unique because of its personal touch. They take the time to learn about
your preferences, ensuring that your event fulfills your vision. Hitesh and his crew go
above and beyond to ensure that every little thing is taken care of, so your special day
runs smoothly.

Jai Ambika is more than just event planning; it's about being unique and bringing
something special to every event. They are trusted to bring their ideas to life because
of their ardor for innovation. We're delving into the alchemy that turns regular

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occasions into remarkable memories as we investigate what makes consumers pleased
with Jai Ambika.

Jai Ambika Decoration and Events stands as a beacon of creativity and excellence in
the dynamic world of event planning and decoration. With a commitment to
transforming ordinary moments into extraordinary memories, the company has carved
a niche for itself as a premier service provider in the industry. Guided by a fusion of
artistic flair and meticulous attention to detail, Jai Ambika brings to life a diverse
array of events, ranging from weddings and corporate functions to cultural
extravaganzas. Known for its innovative designs, seamless execution, and
personalized approach, the company has become synonymous with creating
immersive and unforgettable experiences. As a trusted partner in celebration, Jai
Ambika Decoration and Events continues to set benchmarks, weaving dreams into
reality and leaving an indelible mark on the tapestry of special occasions. This
introduction provides a glimpse into a company that not only understands the art of
celebration but excels in elevating it to a transformative and extraordinary level.

The nature of Jai Ambika Decoration and Events is rooted in creativity, precision, and
a commitment to delivering unparalleled event planning and decoration services. As a
company, Jai Ambika specializes in curating extraordinary experiences across a
spectrum of events, including weddings, corporate gatherings, and cultural
celebrations. The nature of their services reflects a harmonious blend of artistic vision
and meticulous execution, aiming to transform clients' aspirations into captivating
realities. Known for innovative designs and a personalized touch, Jai Ambika takes
pride in creating immersive atmospheres that leave lasting impressions. With a focus
on attention to detail and a client-centric approach, the company's nature is
characterized by a dedication to excellence, making it a trusted name in the realm of
event planning and decoration.

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MD And Founder- Mr. Hitesh Chhatani

Hitesh Chhatani: Founder and Managing Director of Jai Ambika Decoration

and Events Company.
As the visionary leader behind Jai Ambika Decoration and Events Company,
Hitesh Chhatani brings a wealth of creativity and passion to the world of event
planning. With a keen eye for detail and a deep understanding of the industry,

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 Hitesh founded the company with the goal of transforming events into
extraordinary experiences. His leadership has been instrumental in shaping Jai
Ambika into a trusted name known for innovative event designs and
impeccable execution. Under Hitesh's guidance, the company has flourished,
consistently delivering unparalleled services that reflect his commitment to
excellence. As both the founder and Managing Director, Hitesh continues to
drive the company forward, infusing every project with a blend of innovation
and dedication to ensure each client's celebration is nothing short of
exceptional.

Co-Founder- Mr. Mohit Chhatani

Mohit Chhatani is a co-founder of Jai Ambika décor and Events, a well-known

participant in the event planning and decor industry. Under Chhatani's direction, the
company, renowned for its dedication to crafting unique experiences, has carved out a
position for itself in the market. Mohit Chhatani, who has a keen eye for detail and a
love for innovation, has been instrumental in creating the company's brand and service
offerings. Top-notch services, from careful event planning to gorgeous decor, are the
focus of Jai Ambika Decoration and Events. The company views every event as a

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perfect fusion of creativity and perfection, and works hard to surpass client expectations.
This is done through the lens of Mohit Chhatani's vision.

He has a significant say in how the business is conducted and what services it offers.
Customers' perceptions of the business are shaped by his choices and ideas. You may
gain a lot of insight into what makes or breaks customer satisfaction at Jai Ambika
Decoration and Events by studying how Mohit Chhatani approaches tasks like
interacting with clients, ensuring tasks are completed correctly, and resolving issues.

He is really good at making events memorable. They're experts in planning and

decorating all sorts of events, from weddings to business gatherings. Thanks to Mohit's
creative ideas and careful planning, the company has become well-known for its
attention to detail. With Mohit leading the way, Jai Ambika Decoration and Events aims
to not just organize events but to create moments that people will remember forever.

Type Of Business And Industry:

1. Event Planning Industry: Jai Ambika Decoration and Events primarily

operate in the event planning industry, focusing on organizing and
coordinating various events.

2. Decor Services Business: Within the broader event planning industry, there is
a specific focus on providing decorative services, emphasizing the aesthetic
aspects of events.

3. Customer Service Industry: Evaluating customer satisfaction places the

business within the realm of the customer service industry, where the quality
of service directly impacts client contentment.

4. Hospitality Industry: Events often involve elements of hospitality,

connecting with the broader industry concerned with creating positive guest
experiences, including accommodation and catering.

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 5. Creative Services Business: Given the artistic nature of event decoration, Jai
Ambika falls into the creative services sector, emphasizing innovative and
visually appealing solutions.

6. Small Business/Entrepreneurial Ventures: As a company with a co-founder

at its helm, Jai Ambika can be classified within the sphere of small businesses
or entrepreneurial ventures, where leadership and vision play key roles.

Mission And Vision

Vision:
To be the forefront innovator in the event planning and decoration industry, creating
transformative and unforgettable experiences that exceed expectations and leave an
enduring mark on every celebration.

Mission:
Our mission is to artfully blend creativity with meticulous execution, tailoring each
event to reflect the unique aspirations of our clients. We strive to be the trusted
architects of joy, fostering an atmosphere where every moment is elevated into a
cherished and memorable experience. Through personalized service, innovative
design, and a commitment to excellence, we aim to consistently surpass the ordinary
and redefine the art of celebration.

BIRTHDAY PARTIE’S SETUPS:

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ANNIVERSARIE’S SETUP:

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FRESHER’S PARTY SETUP:

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BACHELORETTE’S PARTY SETUP:

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WEDDING’S SETUP:

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LITERATURE REVIEW

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  “Shinwellyavas (1980) “found in his study that Customer expectation and
service standard are the most important idea in both theory and practical
in event management company.”

 “O’Neil, (2005) “found in his study that Among many of the study the
satisfaction related to customer and public the customer
expectation has been given a prior importance.”

 Oliver (1980) “found in his study that the Customer Expectation or

dissatisfaction depend upon the work done by the company hence this decides
the action between customer expectation and company organization.”

 “Parasuraman (1985) found in his study that the service standard between the
satisfaction and estimation the satisfaction was give more importance with the
dimensions of the quality.”

 “Manning (1986) found in his study that the global world and the industries
related to the whole world. So, they have been started to be focused on how to
improve the goods, service standard and the consumer expectation also”

 Baker (2000)” found in his study that the global world of the service standard
and the expectation of his employees is that there is a difference between
service standard as compare of the standard of act and expectation as the
standard of experimental at the high level”

 According to the Cole 2006, he said “that standard of service is the high level
of the important attributes of the service. This level of service can be
understood by them as a great benefit for the customers”.

RESEARCH METHDOLOGY

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 The main objective of this study is to find the customer satisfaction and how to
improve the market activities and how to perform the promotion activities in the event
management.
Primary Data
Primary data is the data which is collected for the first time and it is collected as a new
fresh data from the market. This data is concerned with the discussion with the clients
of the event management.
Secondary Data
Secondary data is the data which is previously collected and it is being processed in
the market once more and then we are doing research on this data. We can collect the
information of the secondary data from the newspaper, Event Books, from the market
through advertisement which is published on the newspaper. It includes following
points:

 Find out the feedback of the customers.

 Analyse your event
 Determine the market condition for launching the new product and to increase
the clients of the company.
 Identify how other companies promoting their brands in the market.
 Prepare the budget of the event and study the size of the events.
 Determine how many people required in the event.

Format for Research Methodology

Data Type: Secondary Data

Sampling Unit: Customers

Sampling Type: Simple random

Sample size: 100

Research Tool: Questionnaire

Types Of Research: Descriptive and Exploratory

Data collection method: Personal interview Area Ulhasnagar.

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Data Interpretation

The pie chart shows the percentage of customers who are satisfied with the services
provided by Jai Ambika Decoration and Events Company, broken down by age group.
As you can see, the majority of customers who are satisfied with the company's
services are in the 30 and over age group (53.5%). This is followed by the 20-30 age
group (20.8%) and the 10-20 age group (20.8%). There is a very small percentage of
customers in the 0-10 age group who are satisfied with the company's services (0%).

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The pie chart shows that the majority of respondents were female (57.4%), while
42.6% were male. This suggests that the company may want to focus on
understanding the needs and preferences of their female customer base.

The pie chart shows that 53.5% of respondents rated the overall quality of services
provided by Jai Ambika Decoration and Events Company as excellent, 29.7% rated it
as very good, 9.9% rated it as good, and 6.9% rated it as fair. No respondents rated the
service as poor.

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The pie chart also shows that the age group with the highest percentage of satisfied
customers is the 30 and over age group. This suggests that the company may be doing
a good job of meeting the needs of this age group. However, it is important to note
that there is still a significant percentage of customers in this age group who are not
satisfied. The company may want to do some additional research to understand why
this is the case.

Overall, the pie chart suggests that Jai Ambika Decoration and Events Company is
providing good quality services that are satisfying the majority of its customers.
However, there is still room for improvement. The company can improve customer
satisfaction by investigating the reasons why some customers are not satisfied and
taking steps to address their concerns.

The pie chart shows the results of a survey conducted by Jai Ambika Decoration and
Events Company to evaluate customer satisfaction with their communication
regarding event requirements.

Extremely Satisfied: 37.6%

Satisfied: 37.6%
Neutral: 7.9%
Dissatisfied: 5.9%
Extremely Dissatisfied: 1.0%

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As you can see, the majority of customers (75.2%) were satisfied or extremely
satisfied with Jai Ambika's communication. This is a positive finding for the company,
as it suggests that they are doing a good job of keeping their customers informed about
their event plans.

The pie chart shows that the majority of respondents (63.4%) rated the timeliness of
the services delivered for their event as "On Time". This is a positive finding for the
company, as it suggests that they are doing a good job of meeting deadlines and
delivering services on schedule.

On Time: 63.4%
Slightly Delayed: 23.8%
Delayed: 7.9%
Significantly Delayed: 5.9%
However, it is also important to note that a small percentage of customers (13.8%)
experienced some delays in the services they received. The company should
investigate the reasons for these delays and take steps to improve their timeliness in
the future.

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33.7% of respondents Exceeded Expectations for creativity and design.
56.4% of respondents Met Expectations for creativity and design.
9.9% of respondents Somewhat Met Expectations for creativity and design.
0% of respondents Did Not Meet Expectations for creativity and design.
This suggests that the majority of respondents (90.1%) were satisfied with Jai
Ambika's creativity and design for their event. This is a positive finding for the
company, as it suggests that they are doing a good job of meeting customer
expectations in this area.

It is also interesting to note that a small percentage of customers (33.7%) exceeded

expectations. This suggests that Jai Ambika is capable of producing truly exceptional
work that goes above and beyond what customers expect. This could be a valuable
selling point for the company.

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57.4% of respondents rated the professionalism of the staff as "Very Professional".
This is the largest segment and suggests that a majority of customers were satisfied
with the staff's conduct.
33.7% of respondents rated the professionalism of the staff as "Professional". This
further reinforces the positive perception of the staff's demeanor.
8.9% of respondents were neutral, rating the professionalism as "Neutral".
There were no responses in the "Unprofessional" or "Very Unprofessional" categories.
Overall, the data suggests that the staff at Jai Ambika Decoration and Events
Company are perceived positively by the majority of customers. This is a positive
indicator for the company, as it suggests that they are providing a good customer
experience.

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22.8% of respondents felt the services provided by Jai Ambika were "Definitely
Worth It". This is the smallest segment, but it still suggests that a significant portion of
customers were very satisfied with the value they received.
66.3% of respondents felt the services provided were "Worth It". This is the largest
segment and suggests that the majority of customers were satisfied with the value they
received.
9.9% of respondents were neutral, feeling the services were "Neutral" in terms of
value.
1.0% of respondents felt the services were "Not Worth It". This is the smallest
segment and suggests that only a very small number of customers were dissatisfied
with the value they received.
Overall, the data suggests that the majority of customers (89.1%) were satisfied with
the value they received from Jai Ambika's services. This is a positive indicator for the
company, as it suggests that they are pricing their services competitively and meeting
customer expectations.

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The pie chart shows the results of a survey conducted by Jai Ambika Decoration and
Events Company to evaluate the flexibility of their services to accommodate changes
or last-minute requests.

58.4% of respondents rated Jai Ambika's services as "Extremely Flexible" in

accommodating changes or last-minute requests. This is the largest segment and
suggests that a majority of customers were very satisfied with the company's ability to
adapt to their needs.

26.7% of respondents rated the services as "Flexible". This further reinforces the
positive perception of the company's flexibility.

10.9% of respondents were neutral, rating the flexibility as "Neutral".

There were no responses in the "Inflexible" or "Extremely Inflexible" categories.

Overall, the data suggests that the majority of customers (85.1%) were satisfied with
the flexibility of Jai Ambika's services. This is a positive indicator for the company, as
it suggests that they are able to meet the changing needs of their clients and provide a
high level of customer service.

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Extremely Satisfied: 37.6%
Satisfied: 42.6%
Neutral: 11.9%
Dissatisfied: 5.9%
Extremely Dissatisfied: 2.0%
As you can see, the majority of customers (80.2%) were satisfied or extremely
satisfied with their overall experience with Jai Ambika. This is a positive finding for
the company, as it suggests that they are doing a good job of meeting customer
expectations and providing a positive customer experience.

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Definitely Recommend: 21.8%
Recommend: 40.0%
Neutral: 26.7%
Do Not Recommend: 8.9%
Strongly Do Not Recommend: 2.6%
This section shows that 61.8% of respondents would recommend Jai Ambika to
others, while 11.5% would not. This suggests that the company has a positive
reputation overall, but there is still room for improvement in satisfying all customers.

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FINDINGS

1. Satisfaction Levels: The majority of respondents were satisfied with the

overall quality of services, communication, timeliness, creativity,
professionalism, and value for money.
2. Communication: A notable 75.2% of customers were satisfied or extremely
satisfied with the company's communication regarding event requirements,
indicating effective communication practices.
3. Creativity and Design: A significant 90.1% of respondents were satisfied
with the creativity and design of Jai Ambika, with a noteworthy 33.7%
exceeding expectations. This suggests the company's capability to deliver
exceptional work.
4. Professionalism: A large majority (91.1%) of respondents rated the
professionalism of the staff positively, indicating a positive customer
experience.
5. Value for Money: A significant 89.1% of customers felt that the services
provided were worth the value, indicating competitive pricing and customer
satisfaction.
6. Flexibility: The majority (85.1%) of customers were satisfied with the
company's flexibility in accommodating changes or last-minute requests.

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CONCLUSION

In conclusion, the data from the survey conducted by Jai Ambika Decoration and
Events Company indicates a generally positive customer satisfaction level. The
majority of customers across different age groups expressed satisfaction with the
company's services, particularly in areas such as communication, timeliness,
creativity, professionalism, and flexibility.
While the company received high ratings in various aspects, it's crucial to note that
there are still areas for improvement. Specifically, attention should be given to
understanding the concerns of customers in the 30 and over age group who expressed
dissatisfaction. Additionally, addressing the small percentage of delays in service
delivery and continuously enhancing overall customer experience are areas that could
benefit from further focus.
The positive feedback on communication, timeliness, creativity, professionalism, and
flexibility showcases the company's strengths, which can be leveraged to maintain and
enhance its positive reputation. The majority of customers expressing satisfaction with
the value received and a significant percentage willing to recommend the company to
others further supports the overall positive outlook.
In summary, Jai Ambika Decoration and Events Company is on the right track, but
continued efforts to address specific concerns and build on existing strengths will
contribute to sustained customer satisfaction and positive recommendations.

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Areas for Improvement:
1. Customer Dissatisfaction in the 30 and over Age Group: While the
majority of customers in the 30 and over age group are satisfied, there is still a
notable percentage that is not. Further research is recommended to understand
and address the specific concerns of this demographic.
2. Service Delays: A small percentage (13.8%) of customers experienced delays
in the services provided. Investigating the reasons behind these delays and
implementing measures to improve timeliness is advised.
3. Neutral Ratings: In some categories, there is a notable percentage of
customers providing neutral ratings. Additional efforts may be required to
understand the reasons behind these neutral responses and address any
underlying issues.
Recommendations:
1. Customer Feedback Analysis: Jai Ambika should conduct a detailed analysis
of customer feedback, especially from the 30 and over age group, to identify
specific areas for improvement.
2. Timeliness Improvement: The company should investigate and address the
factors contributing to service delays to enhance overall customer satisfaction.
3. Continuous Improvement: Regularly seeking customer feedback and
implementing continuous improvement measures will help maintain and
enhance the positive aspects of the company's services.
4. Marketing the Exceptional: Given the percentage of customers who
exceeded expectations in creativity and design (33.7%), Jai Ambika should
consider highlighting these exceptional services in their marketing efforts to
attract more customers.

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Roles and Work Responsibilities Handled During Internship:
 Assisted in event conceptualization and planning.
 Contributed to the development of event proposals and presentations.
 Liaised with vendors, suppliers, and clients to ensure smooth coordination.
 Participated in on-site event management and execution.
 Coordinated logistics, including venue setup, catering, and audiovisual
arrangements.
 Managed RSVP lists and attendee communications.
 Provided on-site support during events to address any issues or last-minute
changes.
 Conducted post-event evaluations and gathered feedback for continuous
improvement.

Skills Learned During Internship and Overall Experience:

 Event Planning and Coordination: Acquired hands-on experience in
planning and executing events, including logistical coordination and problem-
solving.
 Communication Skills: Improved communication skills through interactions
with clients, vendors, and team members.
 Time Management: Developed the ability to manage multiple tasks and
deadlines efficiently.
 Client Relationship Management: Gained insights into building and
maintaining positive client relationships by meeting their expectations.
 Team Collaboration: Learned to work effectively as part of a team, fostering
a collaborative work environment.
 Adaptability: Enhanced adaptability by handling unexpected challenges and
making quick decisions during live events.
 Attention to Detail: Strengthened attention to detail, ensuring that all aspects
of an event were meticulously planned and executed.

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Overall Experience:

My internship with Jai Ambika Decoration Events Management has been an

incredibly enriching and rewarding experience, providing me with valuable insights
into the dynamic world of event management. Throughout the internship, I had the
opportunity to work on a variety of projects and collaborate with a talented team
dedicated to creating memorable and seamless events.
One of the most fulfilling aspects of the internship was being actively involved in the
event planning process from start to finish. I had the chance to contribute to the
conceptualization of events, working on proposals, and witnessing the transformation
of ideas into well-executed experiences. This hands-on experience allowed me to
develop a comprehensive understanding of the intricate details involved in
orchestrating successful events.
The collaborative nature of the work environment at Jai Ambika Decoration Events
Management greatly enhanced my communication and teamwork skills. I interacted
with clients, vendors, and colleagues, learning to navigate diverse perspectives and
ensuring effective communication channels. This aspect of the internship not only
improved my interpersonal skills but also highlighted the importance of clear and
concise communication in the field of event management.
One of the most significant challenges I faced during the internship was managing on-
site logistics during a high-profile corporate event. This experience tested my ability
to think on my feet, make quick decisions, and adapt to unforeseen circumstances.
Overcoming these challenges not only bolstered my problem-solving skills but also
instilled a sense of confidence in my ability to handle pressure in a fast-paced
environment.

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The internship also provided a platform for developing a keen attention to detail. From
coordinating catering services to overseeing audiovisual setups, every detail played a
crucial role in the success of an event. This meticulous approach to planning and
execution has become a hallmark of my professional approach.
In terms of skills gained, the internship significantly improved my time management
abilities. Juggling multiple tasks and deadlines honed my organizational skills,
ensuring that each aspect of an event was meticulously planned and executed within
the stipulated time frame. This experience has undoubtedly equipped me with
practical skills that will be invaluable in my future career endeavors.
Overall, my internship with Jai Ambika Decoration Events Management has been a
transformative journey, providing me with a solid foundation in event management
and a diverse skill set that extends beyond the theoretical realm. I am grateful for the
mentorship, guidance, and exposure to real-world challenges that have contributed to
my personal and professional growth. The lessons learned and experiences gained
during this internship will undoubtedly shape my future pursuits in the field of event
management.

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Bibliography:

 Kotler Phillp Marketing Management, Pearson Education (1996)

 Kothari C.R., Research Methodology, New Age International Publishers
(2002)
 Lynn Van Der Wagon and Brenda Carlos Pearson Prentice Hall (2005)
 Jefkins Frank Butterworth Public Relations Techniques, Heinmann Ltd (2003)
 G.Berridge, Events Design and Experience ( Elsevier Ltd. Great Britain
2007,5)
 Getz, D., 2005. Event Management and Event Tourism. 2nd edition.
 Cognizant Commun Hall, C.M., 1992. Hallmark tourist events: Impacts,
 management and planning. Belhaven: London ications Corporation: New
York
 J.Tum , P.Norton , J. NevanWright, Management of Event Operations
(Elsevier Ltd., Great Britain, 2005,11)
 J. Goldblatt, Special Events (Third Edition, John Wiley & Sons, Inc., New
York, 2002,6)
 G.Bowdin, J. Allen, W. O‟Toole, R. Harris, I. McDonnell, Events
Management (Elsevier Ltd, Great Britain, 2006

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Questionaries:

1. Name
____________________

2. Age
 0-10
 10-20
 20-30
 30& more

3. Gender
 Male
 Female

4. How would you rate the overall quality of services provided by Jai
Ambika Decoration and Events?
 Excellent
 Very Good
 Good
 Fair
 Poor

5. Were you satisfied with the communication from Jai Ambika regarding
your event requirements?
 Extremely Satisfied
 Satisfied
 Neutral
 Dissatisfied

6. How would you rate the timeliness of the services delivered for your
event?
 On Time
 Slightly Delayed
 Delayed

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  Significantly Delayed

7. Did Jai Ambika meet your expectations in terms of creativity and design
for your event?
 Exceeded Expectations
 Met Expectations
 Somewhat Met Expectations
 Did Not Meet Expectations

8. How would you rate the professionalism of the staff during the event
planning and execution?
 Very Professional
 Professional
 Neutral
 Unprofessional

9. Do you feel the services provided by Jai Ambika were worth the cost
incurred?
 Definitely Worth It
 Worth It
 Neutral
 Not Worth It

10. Were Jai Ambika's services flexible enough to accommodate changes or

last-minute requests?
 Extremely Flexible
 Flexible
 Neutral
 Inflexible

11. How satisfied were you with the customer support provided by Jai
Ambika?
 Very Satisfied
 Satisfied
 Neutral
 Unsatisfied

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12. Would you recommend Jai Ambika Decoration and Events to others
based on your experience?
 Definitely Recommend
 Recommend
 Neutral
 Do Not Recommend

13. Considering all aspects of your experience, how would you rate your
overall satisfaction with Jai Ambika Decoration and Events?
 Very Satisfied
 Satisfied
 Neutral
 Unsatisfied

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