1

A visa generally gives non-citizens clearance to enter a country and to remain

there within specified constraints, such as a time frame for entry, a limit on the
time spent in the country, and a prohibition against employment. Some
countries do not require a visa in some situations, such as a result of
reciprocal treaty arrangements. The possession of a visa is not in itself a
guarantee of entry into the country that issued it, and a visa can be revoked at
any time.
A visa application in advance of arrival gives the country a chance to consider
the applicant's circumstance, such as financial security, reason for applying,
and details of previous visits to the country. A visitor may also be required to
undergo and pass security and/or health checks upon arrival at the border
.Some visas can be granted on arrival or by prior application at the
country's embassy or consulate, or through a private visa service specialized
in the issuance of international travel documents. These agencies are
authorized by the foreign authority, embassy, or consulate to represent
international travellers who are unable or unwilling to travel to the embassy
and apply in person. Private visa and passport services collect an additional
fee for verifying customer applications, supporting documents, and submitting
them to the appropriate authority. If there is no embassy or consulate in one's
home country, then one would have to travel to a third country (or apply by
post) and try to get a visa issued there. The need or absence of need of a visa
generally depends on the citizenship of the applicant, the intended duration of
the stay, and the activities that the applicant may wish to undertake in the
country he visits; these may delineate different formal categories of visas, with
different issue conditions.
Year 1991 was marked as the inauguration year of the Marconis Institute of
Engineering, which was established on the grounds to provide education
facilities in the field of Marine Electronics and Aeronautical Engineering. The
Institute is registered by IME (India) with MEM, Reg. No IM 60931.

2


A long journey since, today, Marconis is the official representative of more
than 1000 Colleges and Universities of the USA, UK, Canada, Australia, NZ,
Cyprus and Ireland. Marconis Institute has established its expertise in
overseas education by the way of 0meticulous application process, state-of-
the-art education counseling, visa guidance and documentation.
Marconis also provides its services in the field of immigration with over 20
years of experience and an established network, Marconis promises one stop
resettlement solutions to the people interested to live, work, invest and do
business in countries like Canada, USA, UK, Australia, New Zealand and
Denmark. We provide professional coaching for IELTS, TOEFL, PTE, GRE,
GMAT & SAT Examinations. This assures foreign Universities that the
students abide by their standard requirements for admission at the same time
being assured of good academic quality.


3


Introduction to industry
What is international education?
International education can mean many different things and its definition is
debated. Some have defined two general meanings according to its
involvement of students. The first refers to education that transcends national
borders by the exchange of people, for example, by students travelling to
study at an international branch campus, as part of a study abroad program or
as part of a student exchange program. The second is a comprehensive
approach to education that intentionally prepares students to be active and
engaged participants in an interconnected world.
Understanding of a broad array of phenomena is enhanced and deepened
through
cultures, languages,environmental situations,governments,politicalrelations r
eligions,geography, and history of the world. While definitions vary in the
precise language used, international education is generally taken to include:
Knowledge of other world regions & cultures;
Familiarity with international and global issues;
Skills in working effectively in global or cross-cultural environments,
and using information from different sources around the world;
Ability to communicate in multiple languages; and
Dispositions towards respect and concern for other cultures and
peoples.







4

1. GLOBAL AND NATIONAL VISA FIRM
Conditions of issue
Some visas can be granted on arrival or by prior application at the
country's embassy or consulate, or through a private visa service specialized
in the issuance of international travel documents. These agencies are
authorized by the foreign authority, embassy, or consulate to represent
international travellers who are unable or unwilling to travel to the embassy
and apply in person. Private visa and passport services collect an additional
fee for verifying customer applications, supporting documents, and submitting
them to the appropriate authority. If there is no embassy or consulate in one's
home country, then one would have to travel to a third country (or apply by
post) and try to get a visa issued there. The need or absence of need of a visa
generally depends on the citizenship of the applicant, the intended duration of
the stay, and the activities that the applicant may wish to undertake in the
country he visits; these may delineate different formal categories of visas, with
different issue conditions.
Some countries apply the principle of reciprocity in their visa policy. A
country's visa policy is called reciprocal if it imposes visa requirement against
citizens of all the countries which impose visa requirements against its own
citizens. The opposite is rarely true: a country rarely lifts visa requirements
against citizens of all the countries which also lift visa requirements against its
own citizens, unless a prior bilateral agreement has been made.
Some examples of countries who apply reciprocity in their visa policy are:
European Union (the visa reciprocity policy in the European Union has not
reached full reciprocity for some EU citizens in some countries),
United States (visa policy of United States),
Russia (visa policy of Russia),
Brazil (visa policy of Brazil).
The issuing authority may also require applicants to attest that they have had
no criminal convictions, or that they do not partake in certain activities


5

(like prostitution or drug trafficking). Some countries will deny visas if the
travellers passports show evidence of citizenship or travel to a country which
is considered hostile by that country. For example, some Arabic oriented
countries will not issue visas to nationals of Israel and those whose passports
bear evidence of visiting Israel.
Many countries frequently demand strong evidence of intent to return to the
home country, if the visa is for a temporary stay, due to potential
unwanted illegal immigration.
Each country has a multitude of categories of visas and with various names.
The most common types and names of visas include:
By purpose:
Transit visa, for passing through the country to a destination outside that
country. Validity of transit visas are usually limited by short terms such as
several hours to 10 days depending on the size of the country and/or the
circumstances of a particular transit itinerary.
Airside transit visa, required by some countries for passing through their
airports even without going through passport control.
Crew member, steward or driver visa, issued to persons employed or
trained on aircraft, vessels, trains, trucks, buses and any other means of
international transportation, or ships fishing in international waters.
Short-stay or visitor visa, for short visits to the host country. Many countries
differentiate between different reasons for these visits, such as:
Tourist visa, for a limited period of leisure travel, no business activities
allowed.
Visa for medical reasons, for undertaking diagnostics or a course of
treatment in the host country's hospitals.
Business visa, for engaging in commerce in the country. These visas
generally preclude permanent employment, for which a work visa would be
required.

6

Working holiday visa, for individuals traveling between nations offering a
working holiday program, allowing young people to undertake temporary work
while traveling.
Athletic or artistic visa, issued to athletes and performing artists (and
their supporting staff) performing at competitions, concerts, shows and other
events.
Cultural exchange visa, usually issued to athletes and performing artists
participating in a cultural exchange program.
Refugee visa, issued to persons fleeing the dangers of persecution, a
war or a natural disaster.
Long-stay visa, valid for longer but still finite stays:
Student visa, which allows its holder to study at an institution of higher
learning in the issuing country.
Temporary worker visa, for approved employment in the host country.
These are generally more difficult to obtain but valid for longer periods of time
than a business visa. Examples of these are the United States' H-1B and L-1
visas. Depending on a particular country, the status of temporary worker may
or may not evolve into the status of permanent resident or to naturalization.
Journalist visa, which some countries require of people in that
occupation when traveling for their respective news organizations. Countries
which insist on this include Cuba, Iran, North Korea, Saudi Arabia, the United
States (I-visa) and Zimbabwe.
Residence visa, granted to people obtaining long-term residence in the
host country. In some countries, long-term residence is a necessary step to
obtain the status of a permanent resident.
Asylum visa, issued to people who have suffered or reasonably fear
persecution in their own country due to their political activities or opinion, or
features, or association with a social group.
Immigrant visa, granted for those intending to immigrate to the issuing
country (obtain the status of a permanent resident with a prospect of possible
naturalization in the future):

7

Spousal visa or partner visa, granted to the spouse, civil partner or de
facto partner of a resident or citizen of a given country to enable the couple to
settle in that country.
Marriage visa, granted for a limited period before intended marriage or
civil partnership based on a proven relationship with a citizen of the
destination country. For example, a German woman who wishes to marry an
American man would obtain a Fiance Visa (also known as a K-1 visa) to
allow her to enter the United States. "A K1 Fiance Visa is valid for four
months from the date of its approval."
[6]

Pensioner visa (also known as retiree visa or retirement visa), issued by
a limited number of countries (Australia, Argentina, Thailand, Panama, etc.),
to those who can demonstrate a foreign source of income and who do not
intend to work in the issuing country. Age limits apply in some cases.
Official visa is granted to officials doing job for their governments or
otherwise representing their countries in the host country, such as the
personnel of diplomatic missions.
Diplomatic visa is normally only available to bearers of diplomatic
passports.
Courtesy visa issued to representatives of foreign governments or
international organizations who do not qualify for diplomatic status but do
merit expedited, courteous treatment - an example of this
is Australia's Special purpose visa.
Electronic visa. The visa is stored in a computer and is electronically tied
to the passport number; no label, sticker or stamp is placed in the passport
before travel.
Australia pioneered electronic visa issuance with the Electronic Travel
Authority for tourists, and is also issuing the eVisitor for European tourists and
businessmen. Recent changes in immigration law mean that almost all visas
(including those for permanent residency) are issued electronically by default
unless a label is required (for example to board an airplane).
New Zealand is now also issuing some visas electronically.

8

The United States has a similar internet system called Electronic System
for Travel Authorization, but this is a security pre-screening only and does not
technically qualify as a visa under US immigration law.
Turkey is issuing electronic visas as of April 2013 (certain African
countries are eligible only if using Turkish Airlines) through the Republic of
Turkey Electronic Visa Application System.
Cambodia is issuing electronic visas to most of the visitors through the e-
Visa system.
Singapore is issuing electronic visas to certain eligible countries.
Bahrain issues electronic visas to certain eligible countries.
Entry and duration period

Single-entry visitor visa to Canada
Visas can also be single-entry which means the visa is cancelled as soon as
the holder leaves the country; double-entry, or multiple-entry which permits
double or multiple entries into the country with the same visa. Countries may
also issue re-entry permits that allow temporarily leaving the country without
invalidating the visa. Even a business visa will normally not allow the holder to
work in the host country without an additional work permit.
Once issued, a visa will typically have to be used within a certain period of
time.
With some countries, the validity of a visa is not the same as the authorized
period of stay. The visa validity then indicates the time period when entry is
permitted into the country. For example, if a visa has been issued to begin
J anuary 1 and to expire March 30, and the typical authorized period of stay in
a country is 90 days, then the 90-day authorized stay starts on the day the

9

passenger enters the country (entrance has to be between J anuary 1 and
March 30). Thus, the latest day the traveller could conceivably stay in the
issuing country is J uly 1 (if the traveller entered on March 30). This
interpretation of visas is common in Americas.
Once in the country, the validity period of a visa or authorized stay can often
be extended for a fee at the discretion of immigration authorities. Overstaying
a period of authorized stay given by the immigration officers is
considered illegal immigration even if the visa validity period isn't over (i.e., for
multiple entry visas) and a form of being "out of status" and the offender may
be fined, prosecuted, deported, or even blacklisted from entering the country
again.
Entering a country without a valid visa or visa exemption may result in
detention and removal (deportation or exclusion) from the country.
Undertaking activities that are not authorized by the status of entry (for
example, working while possessing a non-worker tourist status) can result in
the individual being deemed deportablecommonly referred to as an illegal
alien. Such violation is not a violation of a visa, despite the common misuse of
the phrase, but a violation of status hence the term "out of status."
Even having a visa does not guarantee entry to the host country. The border
crossing authorities make the final determination to allow entry, and may even
cancel a visa at the border if the alien cannot demonstrate to their satisfaction
that they will abide by the status their visa grants them.
Visa extensions

Thai visa on an Indian passport

10


DPRK visa

Visa refusal
In general, an applicant may be refused a visa if he or she is deemed
inadmissible or not allowed to enter the visa-issuing country under that
country's immigration laws. More specifically, a visa may be denied or refused
when the applicant:
has committed fraud, deception or misrepresentation in his or her current
application as well as in a previous application
has obtained a criminal record, has been arrested, or has criminal
charges pending
is considered to be a threat to national security
does not have a good moral character
has previous visa/immigration violations (even if the violations didn't
happen in the country the applicant is seeking a visa for)
cannot prove to have strong ties to their current country of nationality
and/or residence (for those who are applying for temporary or non-immigrant
visas)
intends to reside or work permanently in the country she/he will visit if not
applying for an immigrant or work visa respectively
does not have a legitimate reason for the journey
has no visible means of sustenance

11

does not have travel arrangements (i.e. transport and lodging) in the
destination country
does not have a health/travel insurance valid for the destination and the
duration of stay
is applying on excessively short notice without an exceptionally justifiable
reason
is a citizen of a country to which the destination country is hostile
has a communicable disease, such as tuberculosis
has a passport that expires too soon
Visa policies
Government authorities usually impose administrative entry restrictions on
foreign citizens in three ways - countries whose nationals may enter without a
visa, countries whose nationals may obtain a visa on arrival and countries
whose nationals require a visa in advance. Nationals who require a visa in
advance are usually advised to obtain them at a consular representation of
their destination country. Several countries allow nationals of countries that
require a visa to obtain them online.
The following table lists visa policies of all countries by the number of foreign
nationalities that may enter that country for tourism without a visa or by
obtaining a visa on arrival with normal passport. It also notes countries that
issue electronic visas to certain nationalities. Symbol "+" indicates a country
that limits the visa-free regime negatively by only listing nationals who require
a visa, thus the number represents the number of UN member states reduced
by the number of nationals who require a visa and "+" stands for all possible
non-UN member state nationals that might also not require a visa. "N/A"
indicates countries that have contradictory information on its official websites
and/or information supplied by the Government to IATA. Some countries that
allow visa on arrival do so only at a limited number of entry points. Some
countries such as the European Union member states have a qualitatively
different visa regime between each other as it also includes freedom of
movement.

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PEST ANALYSIS
Political
Government stability: If the country is with transparent burecautic & with good
economic development structure that may help the company to congregate
students in coalesance which help industry for better future.
Government law: liberal rules ad regulation helps industry to placing more
students abroad; liberal policy for visa also plays vital roles.
Political issue has arrived while placing student in certain counties like Russia,
Iran, and Iraq etc
Economic
Economic growth: Economic growth of country is growing at stable rate so as
that company is also growing at stable rate Economic growth influence
company to placed better position . The growth of local and foreign national
economies and exchange rates are critical for industry.
Managers also need to consider macroeconomic factor that will have near
terms or long term effect on the success of industry.

Socio-cultural Factors
The social and cultural influences on business vary from country to country.
Depending on the type of business, factors such as the local languages, the
dominant religions, the cultural views toward leisure time, and the age and
lifespan demographics may be critical.
Local socio-cultural characteristics also include attitudes toward
consumerism, environmentalism, and the roles of men and women in society.
However, even home-market norms can change over time, often caused by
shifting demographics due to immigration or aging populations.



13

Technological Factors
The critical role of technology is discussed in more detail later in this section.
For now technological factors have a major bearing on the threats and
opportunities firms encounter.
For example, new technology may make it possible for products and services
to be made more cheaply and to a better standard of quality.
New technology may also provide the opportunity for more innovative
products and services, such as online stock trading and remote working. Such
changes have the potential to change the face of the business landscape.

2. CURRENT TRENDS
Customers are more prepared
Looking for study abroad
Students are Attract to go CANADA , USA for study
Crazy about foreign universities
The pre-requisite for admission to foreign universities are certain
examinations in English proficiency and other subjects. Some of these
examinations are - SAT, TOEFL, IELTS, GRE, GMAT, ITEP, SAT, PTE etc.
The students are required to obtain sufficiently higher score in order to
improve probability of their eligibility for admission and scholarships.
Easy & Quick visa process under SPP (Student Partner Program).
Students can work while study after a next day of joining college in CANADA
(20 hours / week)




14


3. COMPETITORS
In India there is very healthy competition among foreign education. There are
many companies who run this foreign education. Some of the competitors of
Marconis in Gujarat are edwise international, planet education, kanan
international etc
Main competitors of MARCONIS INSTITUTE are as follows:
1. Kanan International
2. Planet education
3. Edwise international
4. The chopras
5. Enbee Education centre
6. S P Balaji institute












15


4. Major offerings
Study abroad
Immigration
Visa
Work permit
IELTS , GMAT , TOEFL , ITEP ,SAT etc exams
Counselling of Courses and Universities/Colleges abroad
University/college placement
Processing and procurement of student visa.













16


1.INTRODUCTION
Marconis institute private limited is a visa consulting company in Gujarat,
flourishing in abroad Education and Immigration in countries like united state
of America, Canada, United state of kingdom, New Zealand and Australia.
Marconis Institute Pvt Ltd is a registered organization that assists students
from India who wish to further their education in countries like United States of
America, Canada, United Kingdom, New Zealand and Australia. MIPL has
been operating in India since 1991. We have assisted over 10,000 students to
further their education in above mentioned foreign countries. We also assist
clients in obtaining the Permanent Residency in countries like Canada,
Australia, Denmark and United States of America.
The client and students from India face several difficulties in the procuring
permanent Residency and admission in foreign universities respectively.
Due to varying academic practices within the educational system in India. The
university abroad is not able to uniformly assess the suitability of students with
reference to their academics. Due to differences in the documentation, the
students/clients find the task of evaluating the requirement of funds &
documentation to be exhaustive and time consuming. Further, the students
face uncertainty even after admission is given because a significant
percentage of students are refused visas by the respective consulates in
India. At times, students are not fully aware of the foreign universities and the
systems that they follow.
Thats where Marconis steps in. With our professional, qualified and well
experienced team we make sure you go through the whole process very
smoothly and secure the Permanent Residency, admission & visa.




17

MIPL offers the following services
Counseling of Courses and Universities/Colleges abroad
Seminars and interviews
University/college placement
Processing and procurement of student visa
Payment through our office for tuition fees, etc.
Discounted student air tickets
Accommodation reservations
Airport pick-up reservations
Pre-departure briefings
Immigration for eligible countries
Our head office is located in Prime location of Alkapuri, Vadodara. Our
branches are also located at the prime locations in the cities of Ahmedabad,
Surat, VVNagar, Navsari and Bharuch. The head office handles all post
enrolment and local student enquiries from well resourced and equipped
premises. We hold regular interview sessions at all our branches usually with
a representative from university/college. During these sessions, students will
be given the opportunity to be counseled on courses available, the course
entry requirements, the tuition and living expenses, etc. Students who require
information outside these sessions can contact our offices for further
information. Highly trained and qualified staff all our offices.






18

IMMIGRATION
Permanent Residency under Skilled Worker Immigration
Skilled Worker immigration category grants you the permission to live & work
lawfully anywhere in country like Canada, Australia, UK on PR on the basis of
your education and work experience and various other factors.
Business Immigration
Developed economies like Canada, USA, Denmark, Australia, offer excellent
opportunities to attract potential investors to establish new business or
expand and diversify their existing business.
Work Permit
If you are interested in working abroad, you can't just hope on a plan for any
country & start looking for a job. To work would be illegal without a work
permit. We help you get a job offer from foreign employers & can file your
case for Work Permit.
COMPANY MISSION
Provide supreme support facility to a wide spectrum of clientele, through
professionally qualified personnel and deployment of hi-tech innovation, in the
field of higher education and career advancement across the globe.
COMPANY VISION
Empower individuals, to achieve their aspiration of higher education and
improved livelihood through, accomplishment of desired career objective by
matching their skill set across the globe.





19

2. ORGANOGRAM





















Mr.Shailesh Patel
( Director )
Marconis
Institute Pvt.
Ltd.
Mr.Vishal Patel
Branch Manager
(VV Nagar)
Mr.Hiren Shah
Branch Manager
(Ahemdabad)

Mr.JigarPanchal
Branch Manager
(Navsari&Surat )
Mrs.Neha Patel
( Director )

Employee
3

Employee
2

Employee
3

Employee
2

Employee1

Employee
1


Employee
2

Employee
1

Employee3


20


3. DIVISIN / DEPARTMENT
Marconis Institute Pvt Ltd has got a professional & qualified team with vast
experience in international student recruitment and permanent residence.
The Team of MIPL consists of Directors (2), Counsellors (25), Faculties (8)
and Administrative Staff (10) between our 6 branches.
Our Directors are the Pioneers of this institution and has got wide experience
in student visa consultancy and permanent residency. They visit the students
and clients abroad at least twice a year.
There are 4 managers in head office of MIPL and 5 branch manager. They
play significant role in guiding their student and help their customers.
They have got a team of expert counsellors, who guides students & clients
keeping in mind their profile & needs for securing admission & Visa for
countries like USA, CANADA, UK, NZ, AUSTRALIA, CYPRUS and UKRAINE.
They have got a team of well experienced Coaching Faculties to train and
prepare students to achieve good results in examinations like IELTS, PTE,
TOEFL, GRE, GMAT, SAT and ITEP.
They have got a team of professional administrative staff looking after co-
ordination of different departments within the organization, so that the
client/student experiences no difficulties in the application process.






21

4. SWOT ANALYSIS
Strength
Strong presence in Gujarat: MIPL is a leading internationally recognized
immigration consultancy having owned offices in six cities of Gujarat. so it has
strong presence in Gujarat as compare to other immigration consultancy
company.
Vast experience since 1991 in the field of international education and student
visa. So it provides better education to their student and guide their customer.
Ranked no 1 for result and efficiency by carrier 360: Carrier 360 is India
Largest community and career counselling platform which give rank 1
st
for
result and efficiency which s attract more customer and is strength of the
company.
14000+visa achiever: More than 14000 customer achieve VISA from MIPL
every year more and more number of customers achieve VISA from this
institute as company has tie up with many universities and college customer
easily get VISA to study on those universities and college so more and more
customer achieve VISA from MIPL.
Achieve maximum Visa in GUJ ARAT for New Zealand, United Kingdom, and
Canada.
Provides a wide range of universities and colleges with affordable Fees and
Scholarships







22

Weakness
Marketing: Though they spend more money in promotions to their brand than
also people are unaware about it.
High competition from different brands: Many companies offering same
service that offered by MIPL. So company have to remain aware otherwise it
will affect the company.
Opportunities
Expand strength: Company has to expand its strength in other part of Gujarat
as well as outside Gujarat.
More career opportunities: To provide more career opportunities in other
countries (Dubai/Philippines etc.) which help their customer to gain career in
the field that they want to go?
To excel experience in study abroad and immigration services.
Awareness among courses: To aware students about different courses
available in foreign education regarding their interest. Through seminars in
college and school they guide student regarding different courses which are
available in foreign country.

Threats
Entry of new brands in the market: The number of potential new entrants into
a market varies considerably and is a key factor company need to quantify. If
market is one that has common technology use , little brand awareness or
loyalty and is one in which the distribution channels are accessible to all sizes
of organisation , than company should easily find it is easy for new rivals to
enter in market.


23


5.MARKET POSITION
Marconis institute is a leading internationally recognized immigration
consultancy having owned office in six cities i.e. Ahmedabad, V.V. Nagar,
Bharuch, Surat and navsari) of GUJ ARAT and six international associate
offices.
MARCONIS offers comprehensive expertise in diversified range of
immigration matters.Partnership with government bodies, NGOs, Educational
and training institute. Authorized test registration centre for IELTS and
TOFEL. Through their knowledge they expertise gained while working over a
span of 21 years. Their firm has assisted clients to fulfil their dreams.


24


CS is one of the major constructs of modern marketing. Oliver (2009) defined
satisfaction as the consumers fulfillment response, a judgment that a
product/service feature, or the product or service itself, provided (or is
providing) a pleasurable level of consumption-related fulfillment, including
levels of under- of over-fulfillment.
CS was however mainly studied from a consumer perspective (Westbrook
2000) and has found a series of antecedents to and outcomes from
satisfaction (Oliver 2009). Besides positive word-of-mouth it is thought that
increased satisfaction leads also to higher loyalty which in turn leads to higher
profits (Hallowell 1996; Kumar et al 2008; Anderson and Mittal 2000). It is
through this relationship that CS was popularized and attracted the attention
of practitioners.
Along the years numerous theoretical models of the satisfaction process have
been developed and tested. The importance of several antecedents has been
confirmed, including expectations, disconfirmation (Oliver and DeSarbo 1988),
performance, experience- based norms, equity/fairness, affect/emotion,
desires congruency. Szymanski and Henard (2001) used the framework by
Oliver to guide their meta-analysis and found that equity and
disconfirmation are most strongly related to customer satisfaction on average.
According to Oliver (2009) meeting expectations will at best result in avoiding
dissatisfaction; extreme disconfirmations will induce exceptional emotional
states (either positive or negative) which have been reported to be linked to
loyalty (Vanhamme and Snelders, 2001).
Oliver (2009) draws parallels between the Maslows needs theory, the
Herzbergs two-factor analysis and the Kano approach to satisfiers and
dissatisfiers to shed light on a consumer perspective of need satisfaction
theory. Product and services would possess three kinds of characteristics with
the potential of influencing satisfaction/dissatisfaction.

25

Monovalent dissatisfiers are those attributes which, when flawed, cause
consumers dissatisfaction. Monovalent satisfiers on the contrary fulfill higher-
order needs and have the potential of influencing satisfaction.
Payne and Holt (2001) analyzed in an extensive research the different
concepts of value and distinguished nine core streams of research on value
theory which can be divided into three main groups: key influences, recent
perspectives and newer developments. Customer satisfaction is addressed
under the key influences together with service quality because the academic
work on these subjects is concerned with the definition, measurement and
evaluation of value output. Recent perspectives on value encompass creating
and delivering superior customer value, value of the customer, and customer-
perceived value. Work carried out on creating and delivering superior
customer value states that the success of a firm depends on its ability to
deliver to the customers what is of value to them. Gale (1994) and Naumann
(1995) proposed models to manage customer value. Gale concluded that
superior quality is essential to remain competitive but Naumann found that
quality was not enough and proposed his customer value triad model based
on product quality, service quality and value-based prices. Customer-
perceived value is more customer-centric and defined by Woodruff (1997) as
a customers perceived preference for and evaluation of those product
attributes, attribute performances, and consequence arising from use that
facilitate (or block) achieving the customers goals and purpose in use
situations . Customer- perceived value was introduced as an evolution of
customer satisfaction measurement which, in that scholars view, was too
firm-centric. According to Payne and Holt (2001) the customer-perceived
value is important because it links desired product or service attributes and
performances to desired consequences within the usage context, as well
providing a linkage to the customers goals and purposes. Newer
developments emphasize the role of relationship in value creation. Wilson and
J antrania (1994) stressed that any relationship creates value for both parties.
According to Grnroos (1997) value is created and delivered over time as the
relationship develops.

26

The latest perspectives on customer value confirm the role of co-creation
processes (Little 2004) and reinforce Normann and Ramirez (1993)
anticipated value constellation concept.
Customer satisfaction, loyalty and business performance.The rationale
for CRM is that it improves business performance by enhancing customer
satisfaction and driving up customer loyalty (see figure 4). There is a
compelling logic to the model, which has been dubbed the satisfaction-profit
chain (Anderson and Mittal, 2000). Satisfaction increases because customer
insight allows companies to understand their customers better, and create
improved customer value propositions. As customer satisfaction rises, so
does customer repurchase intention(Anderson,1994).This in turn influences
actual purchasing behaviour, which has a significant impact on business
performance.
Customer satisfaction has been the subject of considerable research
and has been defined and measured in various ways (Oliver, 1997).
Customer satisfaction may be defined as the customers fulfillment response
to a consumption experience, or some part of it. Customer satisfaction I a
pleasurable fulfillment response while dissatisfaction is an unpleasurable one
(Buttle, 2004). Satisfaction and dissatisfaction are two ends of a continuum,
where the location is defined by a comparison between expectations and
outcome. Customers would be satisfied if the outcome of the service meets
expectations. When the service quality exceeds the expectations, the service
provider has won a delighted customer. Dissatisfaction will occur when the
perceived overall service quality does not meet expectations (Looy, Gemmel
&Dierdonck, 2003). Sometimes customers expectations are met, yet the
customer is not satisfied. This occurs when the expectations are low (Buttle,
2005). For example, the customer expects the flight to be late and it gets late.

Customer satisfaction is considered to be one of the most important outcomes
of all marketing activities in a market-oriented firm. The obvious need for
satisfying the firms customer is to expand the business, to gain a higher
market share, and to acquire repeat and referral business, all of which lead to

27

improved profitability (Barsky, 1992). Studies conducted by Cronin and Taylor
(1992) in service sectors such as: banking, pest control, dry cleaning, and fast
food; found that customer satisfaction has a significant effect on purchase
intentions in all four sectors. Similarly, in the health-care sector, Mc
Alexanderet al. (1994) found that patient satisfaction and service quality
have a significant effect on future purchase intentions.(Kandampully and
Suhartanto, 2000)
Customer loyalty can be defines as customer behavior characterized by a
positive buying pattern during an extended period (measured by means of
repeat purchase, frequency of purchase, wallet share or other indicators) and
driven by a positive attitude towards the company and its products or
services (Looy, Gemmel & Dierdonck, 2003).
Practitioners and researchers have not clearly identified a theoretical
framework, identifying factors that could lead to the development of
customer loyalty (Gremler and Brown, 1997). However, there is a
consensus amongst practitioners and academics that customer satisfaction
and service quality are prerequisites of loyalty (Gremler and Brown, 1997;
Cronin and Taylor, 1992). Those technical, economical and psychological
factors that influence customers to switch suppliers are considered to be
additional prerequisites of loyalty (Selnes, 1993; Gremler and Brown, 1997).
Recent studies also indicate that the firms image may influence customer
enthusiasm: value, delight, and loyalty (Bhote, 1996).(Kandampully and
Suhartanto, 2000)
Customer loyalty can be viewed in two distinct ways (Jacoby and Kyner,
1973). The first views loyalty as an attitude. Different feelings create an
individuals overall attachment to a product, service, or organization (see
Fornier, 1994). These feelings define the individuals (purely cognitive) degree
of loyalty. The second view of loyalty is behavioral. Examples of loyalty
behaviour include continuing to purchase services from the same supplier,
increasing the scale and or scope of a relationship, or the act of
recommendation (Yi, 1990). The behavioral view of loyalty is similar to loyalty
as defined in the service management literature. In brief, there are two

28

dimensions to customer loyalty: behavioral and attitudinal (J ulanderet al.,
1997). The behaviour dimension refers to a customers behaviour on repeat
purchases, indicating a preference for a brand or a service over time (Bowen
and Shoemaker, 1998). Attitudinal dimensions, on the other hand, refer to a
customers intention to repurchase and recommend, which are good
indicators of a loyal customer (Getty and Thompson, 1994). Moreover, a
customer who has the intention to repurchase and recommend is very likely to
remain with the company.
Customer attitude being difficult to measure, for financial and practical
purposes, customer retention is widely used as an indicator of customer
loyalty. Researchers have combined both views into comprehensive models
of customer loyalty. Dick and Basu (1994) came up with a two-dimensional
model of customer loyalty identifying four forms of loyalty according to relative
attitudinal strength and repeat purchase behavior. The true loyal are those
who have high levels of repeat purchase behavior and a strong relative
attitude. Spuriously loyal customers tend to be more motivated by impulse,
convenience and habit i.e. if the conditions are right. Latent loyalty applies to
those customers who are loyal simply because they have no other choice.
Lastly, there will always be some customers who shall not be loyal to any
particular brand.




29


Research in common parlance refers to a search for knowledge. It is a
scientific and systematic search for pertinent information on a specific topic.
The present research design employed in the study comprises both
descriptive and inferential statistic methodology to scientifically study the
research problem and draw out inferences based on the data collected from
random samples. The methodology makes use of descriptive study to
effectiveness of present Employees Satisfaction level.
1) PROBLEM STATEMENT
A study on customer satisfaction at Marconis Institute pvt. Ltd.
The company guide suggested me to take the above topic as they wanted to
know the customer satisfaction level of their company.
2) RESEARCH OBJECTIVE
Every task is undertaken with an objective. Without any objective a task is
rendered meaningless. The main objectives for undertaking this project are:
1) To determine the level of customer satisfaction.
2) To understand the customer need and requirements that should be taken
into consideration at MIPL.
3) To implement the ideas and suggestions given by the customers for the
company.
4) To analyze the effectiveness of customers satisfaction.
5) To come up with the issues that is to be taken into consideration.




30

3) RESEARCH DESIGN
Research design indicates the methods and procedure of conducting
research study. Research design can be done in following three types:
Exploratory, Descriptive and Causal.
Type of research design
From three types of research design, descriptive research will be used as
analysis describes through gender and occupation, age, etc.
Population
Customers of the company are population for this research..
Sampling Techniques
For the purpose of study Non Probability Convenience Sampling method is
used by Researcher.
Sample size
150 customers at MIPL
Type of data:
Primary and secondary data are used for the research.
Primary Data are use for the core purpose of the project. And this primary
data has been gathered by survey method.







31

Data Collection Tools
To conduct a survey of potential people that are customer, structure
questionnaire has been selected as an instrument for gathering valuable
information from the customers.
Hence the data collection tool is scheduled questionnaire

Tools for Data Analysis
After all the above steps are completed now the important step is data
analyzing and interpretation. For this various analytical and statistical tools are
use. Some of these are PIE-CHART BAR DIAGRAM, CHI-SQUARE TEST
etc. is used for the analysis of data. Graphical and Tabulation method are
used for analysis and interpretations are used.

4. LIMITATION OF STUDY
The survey is subjected to the bias and prejudices of the respondents. Hence
100 % accuracy cant be assured.
The researcher was carried out in a short span of time, where in the
researcher could not widen the study.
The study could not be generalized due to the fact that researcher adapted
personal interview method.
Chi-square tools for analysis is used for learning purpose.



32

Demographic profile
1. Gender

Male Female
Respondents 96 54
Percentage 64% 36%
Table no 6.1 The table shows the respondents on the basis of their gender

Chart no 7.1The chart shows the respondents on the basis of their gender

INTERPRETATION
The above table and chart shows that 54% of the customers are male, and
46% of the customers are female. So male respondents are more in MIPL.





54%
46%
Gender
Male Female

33

2. Age?

Result Up to 20 21-30 31-45 Above 45 Total
Respondents 44 58 36 12 150
Percentage 29.33 38.66 24 12 100%
Table no 6.2 The table shows the respondents on the basis of their age

Chart no 7.2 The chart shows the respondents on the basis of their age

Interpretation:
The above table and chart shows that 37% of the customers are in the age
group of 21-30 years, and 28% of the customers are in the age group up to 20
years. So there is most of customers are in age group upto 30 years.




28%
37%
23%
12%
up to 20 21-30 31-45 above 45

34

3. Occupation
Student Professional Business Service
Respondents 82 20 12 36
Percentage 54.67% 13.33% 8% 24%
Table no 6.3 The table shows the respondents on the basis of their
occupation


Chart no 7.3 The chart shows the respondents on the basis of their gender


INTERPRETATION
The above graph and charts show that 71% of respondents are student and
17% of respondents are professionals. So we can say that most of the
respondents are students.





71%
17%
10%
2%
Occupation
student professionals business service

35

4. Income
Result Below
100000
100000
200000
200000
400000
More than
400000
Total
respondents 6 26 76 42 150
Percentage 4 17.33 50.67 28 100%
Table no 6.4 The table shows the respondents on the basis of their salary


Chart no 7.4 The chart shows the respondents on the basis of their income

Interpretation:
There are 51% customer who get estimated annual salary around 200000-
400000, and 28% customer who get more than 400000 annual salaries. There
is only 4% who gets below 100000 annual salaries.



4%
17%
51%
28%
0%
income
below 100000 100000-200000 200000-400000 more than 400000 below

36

1. Which offering do you use of MIPL?
Offering Respondents %
Admission abroad 36 24
Coaching 40 26.67
Work permit 16 10.67
Visas 34 22.67
Immigration 24 16
Other 0 0
Table no 6.5 The table shows the respondents on the basis of MIPL offer
used by them

Chart no 7.5 The chart shows the respondents on the basis of MIPL offer
used by them
INTERPRETATION
The basic reason behind asking the question is to know the offering that
customer prefer in MIPL. It has been observed that 26% of customer prefer
for coaching out of 100% of respondent and only 11% of respondent prefer for
work permit. So we can conclude that most of respondent are here for
coaching and admission abroad.
24%
26%
11%
23%
16%
0%
offers of MIPL
Admission abroad coaching work permit visas immigration other

37

2. Did you get admission abroad through MIPL?
Respondents %
Yes 24 68
No 12 32
Table no 6.6 The table shows the respondents on the basis getting admission
abroad.


Chart no 7.6 The chart shows the respondents on the basis getting admission
abroad.


INTERPRETATION
The basic reason behind asking the question is to know that number of
customer get admission abroad through MIPL. It has been observed that
68% of customer get admission abroad and 32% of customer not get
admission abroad out of 100%. So we can conclude that major of the students
get admission abroad through this institute.

68%
32%
Yes No

38

3. Are you satisfied with the service of MIPL?
Respondent %
Highly satisfied 8 21.33
Satisfied 12 34.67
Neutral 10 26.67
Dissatisfied 5 14.67
Highly dissatisfied 1 2.66
Table no 6.7 The table shows the respondents satisfaction on the basis of
getting admission abroad.


Chart no7.7 The chart shows the respondents satisfaction on the basis of
getting admission abroad.

INTERPRETATION
The basic reason behind asking the question is to know that number of
customer satisfy with service provided by MIPL. It has been observed that
34% of customer satisfied with their services and only 2.55% of student are
highly dissatisfied with their service and 27% of customer are neutral with
their service So we can conclude that major of the customer satisfied with
their service.
21.33
34.67
26.67
14.67
2.66
highly
satisfied
satisfied neutral dissatisfied highly
dissatisfied

39

4. Rate your satisfaction for MIPL on the following factor
FACTORS 1 2 3 4 5
Fees 17 49.
33
%
11 30% 5 14% 2 5.3
3%
1 1.33
%
Airport
picking
11 30.
66
%
12 36% 9 24% 2 5.3
3%
2 4%

Pre-
departure
Service
12 34.
66
%
9 25.3
3%
8 21.3
3%
5 13.
33
%
2 5.33
%
post-
departure
Service
11
30.
66
%
9 26
.67%
9 25.3
3%
4 10.
67
%
3 6.67
%
Process 7 20
%
11 30.6
7%
10 28% 4 12
%
4 9.33
%
Time
Consume
6 17.
33
%
8 22.6
7%
9 24% 7 20
%
6 16%
Table no 6.8 The table shows the respondents satisfaction on the basis of
factors of admission abroad.







40




Chart no 7.8 The chart shows the respondents satisfaction on the basis of
factors of admission abroad.

INTERPRETATION
The basic reason behind asking the question is to know that which factor
influence the most to customer in MIPL. It has been observed that the
customer give 1
st
rank to the fees 2
nd
rank to Airport picking 3
rd
rank to
process 4
th
rank to pre departure and last to post departure service that MIPL
offers and 32%. So we can conclude that major of the customer get satisfied
with their fees structure so they gave them a 1
st
rank.




0
5
10
15
20
25
30
35
40
45
50
1
2
3
4
5

41

5. Did you get Visas for Work Permit from MIPL ?
Work permit Respondents %
YES 1 9.33
NO 15 90.67
Table no 6.9 The table shows the respondents on the basis of getting Visas
for work permit.


Chart no 7.9 The chart shows the respondents on the basis of getting Visas
for work permit.

INTERPRETATION
The basic reason behind asking the question is to know that number of
customer get visas for work permit provided by MIPL. It has been observed
that 91% of customer not get visas for work permit provided by MIPL and only
9% of customer get visas for work permit. So we can conclude that major of
the customer are not get visas with their work permit.

yes no
9.33
90.67

42

6. Are you satisfied with the work permit service provided by company?
Work permit Respondents %
Highly satisfied 1 8
Satisfied 1 4
Neutral 6 37.33
Dissatisfied 3 21.33
Highly dissatisfied 5 29.33
Table no 6.10 The table shows the respondents on the basis of satisfaction
level for work permit.


Chart no 6.10 The chart shows the respondents on the basis of satisfaction
level for work permit

INTERPRETATION
The basic reason behind asking the question is to know that number of
customer satisfy with work permit provided by MIPL. It has been observed
that 38% of customer neutral with work permit provided by MIPL and only 4%
of customer are satisfied with their work permit. So we can conclude that
major of the cutomer are dissatisfied with their work permit.
hhigly satisfied
8%
satisfied
4%
neutral
38%
dissatisfied
21%
highly dissatisfied
29%
work permit

43

7. Are you i nvolved in any of the following course?
Respondent %
IELTS 16 40
GMAT 7 17.34
GRE 2 5.33
ITEP 4 9.33
SPOKEN ENGLISH 0 0
TOFEL 10 25.33%
SAT 1 2%
PTE 0 0.00%
Table no 6.11 The table shows the respondents involvement in different
courses


Chart no 7.11 The chart shows the respondents involvement in different
courses.


IELTS
GMAT
GRE
ITEP
SPOKEN
ENGLISH
TOFEL
40
17.34
5.33 9.33
0
25.33

44


INTERPRETATION
The basic reason behind asking the question is to know that number of
customer involve in courses provided by MIPL. It has been observed that
40% of customer involve in IELTS course 25% involve in TOFEL. So we can
conclude that major of the customer are involved in IELTS TOFEL and GMAT
courses provided by MIPL.


















45

8. Are you satisfied with selected coaching facility?
Coaching Respondents %
Highly Satisfied 14 35.33
Satisfied 9 24
Neutral 12 31.33
Dissatisfied 4 6.67
Highly Dissatisfied 1 2.67
Table no 6.12 The table shows the respondents satisfaction level towards
coaching facility.


Chart no 7.12 The chart shows the respondents satisfaction level towards
coaching facility.


highly satisfied
satisfied
neutral
dissatisfied
highly
dissatisfied
35.33
24
31.33
6.67
2.67
Coaching
Coaching

46


INTERPRETATION
The basic reason behind asking the question is to know that number of
customer satisfaction level with coaching provided by MIPL. It has been
observed 35% of customer highly satisfied and only 3% of customer are
dissatisfied. So we can conclude that major of the customer are highly
satisfied with the coaching that provided by MIPL.



















47

9. Rate the following as per you satisfaction of coaching.
Table no 6.13 The table shows the respondents satisfaction level on different
factors of coaching facility.







FACTORS 1 2 3 4 5
Classroom
s
16 39.3
3%
11 28.6
7%
9 24.
67
%
3 6.67
%
1 0.67%
Staff 9 24.6
7%
10 25.3
3%
15 39.
33
%
4 9.33
%
2 1.33%
Flexible
batch
timings
13 32% 14 34.6
7%
10 26.
67
%
2 4% 1 2.67%
Cleanlines
s
16 40% 14 36% 9 23.
33
%
1 0.66
%
0 00%
Library 3 7.33
%
5 13.3
3%
15 38
%
11 28% 6 13.33%
Result 7 16.6
7%
13 32% 12 30
%
6 14.6
6%
2 6.67%

48




Chart no 7.13 The chart shows the respondents satisfaction level on different
factors of coaching facility.


INTERPRETATION
The basic reason behind asking the question is to know that which factor
influence the most to customer in MIPL. It has been observed that the 25% of
customer influence with cleanliness 20% with flexible batch timing only 5% of
customer influence with library facility provided by MIPL. So we can conclude
that major of the customer influence with cleanliness and flexible batch timing.




25%
15%
20%
25%
5%
10%
Classrooms Staff Flexible batch timings Cleanliness Library Result

49

10. Did you get visas from MIPL?
Respondent %
Yes 26 78.66%
No 8 21.33%
Table no 6.14 The table shows the respondents getting visas from MIPL
.

Chart no 7.14 The chart shows the respondents getting visas from MIPL.


INTERPRETATION
The basic reason behind asking the question is to know that number of
customer get VISAS through MIPL. It has been observed that 79% of
customer get VISAS and 32% of customer not get VISAS abroad out of
100%.So we can conclude that major of customer get VISAS from MIPL.

79%
21%
YES NO

50

11. Which type of visa you get?
Respondent %
Visitors visa 4 12
Business visa 1 4
Residence visa 7 20
Medical visa 4 14
Student visa 18 50
Other 0 0
Table no 6.15 The table shows the respondents on the basis of getting
different type of visas offered by MIPL.

Chart no 7.15 The chart shows the respondents on the basis of getting
different type of visas offered by MIPL.



12%
4%
20%
14%
50%
0%
VISITOR'S VISA BUSINESS VISA RESIDENCE VISA
MEDICAL VISA STUDENT VISA OTHER

51


INTERPRETATION
The basic reason behind asking the question is to know that VISAS achieved
by customer from MIPL. It has been observed that the 50% of customer get
STUDENT VISA 20% of customer get RESIDENCE VISA. So we can
conclude that major of the customer get STUDENT VISA & RESIDENCE
VISA.


















52

12. Are you satisfied with this VISA service provide by MIPL?
Respondent %
Highly satisfied 6 18.67
Satisfied 12 34.66
Neutral 12 34
Dissatisfied 3 8
Highly dissatisfied 1 4.66
Table no 6.16 The table shows the respondents on the basis of satisfaction
regarding visas services provide by MIPL.

Chart no 7.16 The chart shows the respondents on the basis of getting
different type of visas offered by MIPL.
INTERPRETATION
The basic reason behind asking the question is to know that satisfaction level
for VISAS achieved by customer from MIPL. It has been observed that the
35% of customer highly satisfied and only 5% of customer are highly
dissatisfied .So we can conclude that major of customer are highly satisfied
with VISAS service get from MIPL.

HIGHLY
SATISFIED
SATISFIED NEUTRAL DISSATISFIED HIGLY
DISSATISFIED
18.67
34.66
34
8
4.66

53

13. With which of the feature of MIPL you are satisfied with?
Factors 1 2 3 4 5
Charges 26 17.3
3%
43 28.66 49 32.6
6%
26 17.33 6 4%
Airport
picking
34 22.6
6%
40 26.66
%
42 28% 22 14.66
%
1
2
8%
Pre-
departure
service
39 26% 46 30.66
%
31 20.6
6%
25 16.66
%
9 6%
Post-
departure
service
22 14.6
6%
32 21.33
%
66 44% 16 10.66
%
1
4
9.33
%
Guidance 38 25.3
3%
76 50.67
%
24 16% 9 6% 3 4%
Communicati
on
44 29.3
3%
43 28.67
%
53 35.3
3%
8 5.33
%
2 1.33
%
Staff 12 8% 35 23.33
%
77 51.3
3%
20 13.33
%
6 4%
Offerings 22 14.6
7%
42 28% 68 45.3
3%
18 12% 0 0%
Guaranteed
admission
21 14% 36 24% 50 33.3
3%
23 15.33
%
2
0
13.3
3%
Welcoming
rejected
student
18 12% 44 29.33
%
52 34.6
6%
26 17.33
%
1
0
6.67
%
Table no 6.17 The table shows the respondents on the basis of features
offered by MIPL.

54



Chart no 7.17 The chart shows the respondents on the basis of features
offered by MIPL.


INTERPRETATION
The basic reason behind asking the question is to know that satisfaction level
of factor offered by MIPL. It has been observed that the 29% of customer
satisfied with their communication skill 26% satisfied with pre-departutre
service .So we can conclude that major of customer satisfied with their
services that offered by MIPL.






17.3
22.66
26
14.66
25.33
29.33
8
14.67
14
12
0
5
10
15
20
25
30
35
FACTORS

55


14. Do you suggest MIPL to other?
Respondent %
Yes 134 89.33
No 16 10.67
table no 6.18 The table shows the respondents suggest MIPL to others.


Chart no 6.18 The chart shows the respondents suggest MIPL to others.

INTERPRETATION
The basic reason behind asking the question is to know the suggestion that
customer wants to give to MIPL.MIPL. It has been observed that the 89% of
customer satisfied with their service and was not to give any suggestion to
MIPL.


89%
11%
YES NO

56

ADMISSION ABROAD
ADMISSION ABROAD AND SATISFACTION LEVEL
H
o
: There is no significance difference between customer get admission
abroad and their satisfaction level toward this service.
H
1
: There is significance difference between customer get admission abroad
and their satisfaction level toward this service.
SR
NO
H0 ASYMP
SIGN
RESULTS INFERENCE
1 NULL .000 H0:REJ ECTED There is relation between
admission abroad and their
satisfaction level

Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 30.659
a
4 .000
Likelihood Ratio 31.088 4 .000
Linear-by-Linear
Association
16.842 1 .000
N of Valid Cases 36

INTERPRETATION
From the above table value of chi-square is .000 which is less than .005 so it
is rejected. There is relation between student getting abroad and satisfaction
level

57

CHI-SQUARE TEST ANALYSIS
ADMISSION ABROAD SATISFACTION LEVEL WITH FEES
H
o
: There is no significance difference between admission abroad service with
fees .
H
1
: There is significance difference between admission abroad service with
fees.
SR NO H0 ASYMP SIGN RESULTS INFERENCE
2 NULL .000 H0:REJ ECTED There is relation
between admission
abroad satisfaction
service with their
fees.

Chi-Square Tests
Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 26.209
a
4 .000
Likelihood Ratio 26.976 4 .000
Linear-by-Linear
Association
17.664 1 .000
N of Valid Cases 36

INTERPRETATION
From the above table value of chi-square is .000 which is less than .005 so it
is rejected. There is relation between admission abroad services with fees.

58

ADMISSION ABROAD SATISFACTION LEVEL WITH AIRPOT
PICKING
H
o
: There is no significance difference between admission abroad services
with airport picking.
H
1
: There is significance difference between admission abroad services with
airport picking

Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 22.114
a
3 .000
Likelihood Ratio 24.679 3 .000
Linear-by-Linear
Association
16.895 1 .000
N of Valid Cases 36


INTERPRETATION
From the above table value of chi-square is .000 which is less than .005 so it
is rejected. There is relation between admission abroad services with airport
picking









59

ADMISSION ABROAD SATISFACTION LEVEL WITH PRE
DEPARTURE SERVICE
H
o
: There is no significance difference between admission abroad services
with their pre departure service
H
1
: There is significance difference between admission abroad services with
their pre departure service
SR
NO
H0 ASYMP
SIGN
RESULTS INFERENCE
4 NULL .000 H0:REJ ECTED There is
relation
between
admission
abroad
satisfaction
service with
their pre
departure
service









INTERPRETATION
From the above table value of chi-square is .000 which is less than .005 so it
is rejected. There is relation between admission abroad services with pre
departure service


Chi-Square Tests

Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 21.049
a
4 .000
Likelihood Ratio 20.405 4 .000
Linear-by-Linear Association 2.087 1 .149
N of Valid Cases 36


60

ADMISSION ABROAD SATISFACTION LEVEL WITH POST
DEPARTURE SERVICE
H
o
: There is no significance difference between admission abroad services
with their post departure service
H
1
: There is significance difference between admission abroad services with
their post departure service


SR NO H0 ASYMP SIGN RESULTS INFERENCE
5 NULL .000 H0:REJ ECTED There is relation
between admission
abroad satisfaction
service with post
departure service

Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 15.943
a
4 .003
Likelihood Ratio 17.858 4 .001
Linear-by-Linear
Association
14.362 1 .000
N of Valid Cases 36


INTERPRETATION
From the above table value of chi-square is .003 which is less than .005 so it
is rejected. There is relation between admission abroad services with post
departure service


61

ADMISSION ABROAD SATISFACTION LEVEL WITH PROCESS
SERVICE

H
o
: There is no significance difference between admission abroad service with
their process service
H
1
: There is significance difference between admission abroad service with
their process service
SR NO H0 ASYMP SIGN RESULTS INFERENCE
6 NULL .003 H0:REJ ECTED There is relation
between admission
abroad satisfaction
service with their
process service


Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 8.433
a
3 .038
Likelihood Ratio 9.188 3 .027
Linear-by-Linear
Association
7.053 1 .008
N of Valid Cases 36


INTERPRETATION
From the above table value of chi-square is .038 which is less than .005 so it
is rejected. There is relation between admission abroad service with their
process service



62

ADMISSION ABROAD SATISFACTION LEVEL WITH TIME
CONSUMING
H
o
: There is no significance difference between admission abroad services
with time consuming
H
1
: There is significance difference between admission abroad services with
time consuming

SR NO H0 ASYMP SIGN RESULTS INFERENCE
7 NULL .001 H0:REJ ECTED There is relation
between admission
abroad satisfaction
service with time
consuming.


Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 18.257
a
4 .001
Likelihood Ratio 18.720 4 .001
Linear-by-Linear
Association
.153 1 .696
N of Valid Cases 36


INTERPRETATION
From the above table value of chi-square is .001 which is less than .005 so it
is rejected. There is relation between admission abroad service with time
consuming



63

VISAS FOR WORK PERMIT AND SATISFACTION LEVEL
H
o
: There is no significance difference between VISAS for work permit and
their satisfaction level
H
1
: There is significance difference between VISAS for work permit and their
satisfaction level


SR NO H0 ASYMP SIGN RESULTS INFERENCE
8 NULL .765 H0:ACCEPTED There is no relation
between VISAS for
work permit and their
satisfaction level

Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square .536
a
2 .765
Likelihood Ratio .846 2 .655
Linear-by-Linear
Association
.336 1 .562
N of Valid Cases 15


INTERPRETATION
From the above table value of chi-square is .765 which is more than .005 so it
is accepted. There is relation between admission abroad services with time
consuming




64

FACTOR CLASSROOM AND SATISFACTION LEVEL

H
o
: There is no significance difference between Classroom and their
satisfaction level
H
1
: There is significance difference between classroom and their satisfaction
level
SR NO H0 ASYMP
SIGN
RESULTS INFERENCE
9 NULL .765 H0:ACCEP
TED
There is no relation
between Class room
and their satisfaction
level


Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square .536
a
2 .765
Likelihood Ratio .846 2 .655
Linear-by-Linear
Association
.336 1 .562
N of Valid Cases 15


INTERPRETATION
From the above table value of chi-square is .765 which is more than .005 so it
is accepted. There is relation between Classroom and their satisfaction level




65

FACTOR TIMING AND SATISFACTION LEVEL
H
o
: There is no significance difference between timing and their
satisfaction level
H
1
: There is significance difference between timing and their
satisfaction level

SR NO H0 ASYMP
SIGN
RESULTS INFERENC
E
10 NULL .591 H0:ACCEP
TED
There is
relation
between
timing and
their
satisfaction
level



Chi-Square Tests

Value Df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 7.449
a
9 .591
Likelihood Ratio 8.060 9 .528
Linear-by-Linear
Association
.005 1 .945
N of Valid Cases 36


INTERPRETATION
From the above table value of chi-square is .591 which is more than .005 so it
is accepted. There is relation between Classroom and their satisfaction level

66

FACTOR CLEANLINESS AND SATISFACTION LEVEL

H
o
: There is no significance difference between Cleanliness and their
satisfaction level
H
1
: There is significance difference between Cleanliness and their
satisfaction level


SR NO H0 ASYMP
SIGN
RESULTS INFERENC
E
11 NULL .104 H0:ACCEP
TED
There is no
relation
between
Cleanliness
and their
satisfaction
level


Chi-Square Tests

Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 14.540
a
9 .104
Likelihood Ratio 16.229 9 .062
Linear-by-Linear
Association
5.309 1 .021
N of Valid Cases 40


INTERPRETATION
From the above table value of chi-square is .104 which is more than .005 so it
is accepted. There is relation between Cleanliness and their satisfaction level.

67

FACTOR LIBRARY AND SATISFACTION LEVEL
H
o
: There is no significance difference between library and their satisfaction
level
H
1
: There is significance difference between library and their satisfaction level

SR NO H0 ASYMP
SIGN
RESULTS INFERENC
E
12 NULL .184 H0:ACCEP
TED
There is no
relation
between
library and
their
satisfaction
level


Chi-Square Tests

Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 8.812
a
6 .184
Likelihood Ratio 8.906 6 .179
Linear-by-Linear
Association
1.188 1 .276
N of Valid Cases 40


INTERPRETATION
From the above table value of chi-square is .184 which is more than .005 so it
is accepted. There is relation between library and their satisfaction level



68

FACTOR RESULT AND SATISFACTION LEVEL
H
o
: There is no significance difference between result and their satisfaction
level
H
1
: There is significance difference between result and their satisfaction level

SR NO H0 ASYMP SIGN RESULTS INFERENCE
13 NULL .524 H0:ACCEP
TED
There is no relation
between result and
their satisfaction
level


Chi-Square Tests

Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 8.103
a
9 .524
Likelihood Ratio 7.929 9 .541
Linear-by-Linear
Association
2.582 1 .108
N of Valid Cases 40


INTERPRETATION
From the above table value of chi-square is .524 which is more than .005 so it
is accepted. There is relation between library and their satisfaction level



69

GETTING VISA AND SATISFACTION LEVEL
H
o
: There is no significance difference between getting visa and their
satisfaction level
H
1
: There is significance difference between getting visa and their satisfaction
level
SR NO H0 ASYMP SIGN RESULTS INFERENCE
14 NULL .247 H0:ACCEPTED There is no relation
between getting visa
and their satisfaction
level


Chi-Square Tests

Value df
Asymp. Sig.
(2-sided)
Pearson Chi-Square 5.421
a
4 .247
Likelihood Ratio 6.810 4 .146
Linear-by-Linear
Association
2.460 1 .117
N of Valid Cases 34


INTERPRETATION
From the above table value of chi-square is .247 which is more than .005 so it
is accepted. There is relation between library and their satisfaction level



70

Findi ngs
From past years industry significantly growing at good promisingly rate.
During studies it was found that government liberal rules and regulation allow
industry to place customers to abroad.
Company marketing policies are weak in navsari city even after providing
sufficient budget.
During studies it was found that they have good staff and create good
satisfaction level to customer.
During studies it was found that company has tie up with many universities
and colleges that help student to quickly settled down.
During the survey, it was found that most of the respondents were fall under
age group 20-30 years and up to 20 years age group.
Most of the respondents were male.
Most of respondent monthly income was 300000-400000.
It was found that most of the respondents prefer for coaching that provided by
MIPL
It was found that major of respondents get admission abroad from MIPL.
it was found that majority of respondent are satisfied with the service provided
by MIPL for admission abroad.
It was found majority of respondent give rank 1
st
to fees structure offered by
MIPL.
It was found majority of respondent are dissatisfied with work permit offered
by MIPL.
Major of respondents involve in IELTS and TOFEL courses that offered by
MIPL.
Majority of respondent are satisfied with coaching facility provided by MIPL.
Majority of respondent are influence with cleanliness and flexible batch timing
that provided by MIPL.





71


Majority of respondent get VISAS form MIPL.
Majority of respondent get STUDENT & RESIDENCE VISAS.
Majority of respondent are Unaware of direct mail advertisement of Honda two
wheelers.
Majority of respondent are satisfied with factors like communication, guidance,
service that offered by MIPL.
























72

CONCLUSION
Being one of the top 100 companies in the FORBES list, MARCONIS
INSTITUTE PVT. LTD. is the one of the biggest players of Visa consultancy.
Thus, level of customer satisfaction in the organization is considered to be an
important area of research of the organization itself.
It is well concluded from the research that the factors like MIPL offering i.e.
VISAS, ADMISSION ABROAD, COACHING, WORK PERMIT,
IMMIGRATION facilities are offer to customer and customers are satisfied
with this and also concluded that majority of customers satisfied with the team
member of the institute and their fees structure.
The customers are satisfied with the work culture in the organization and have
an urge to maintain long term relations with the company. This has resulted in
creating goodwill, reputation of the company.

73

Suggesti on
Company should try to improve in giving work permit.
Company have to improve awareness toward brand.
Company should have to improve library facilities.
Company should try to improve awareness among all the courses that offered
by them.
Company should have to provide better service to those people who are not
satisfied.

















74


BIBILIOGRAPHY

C.R.Kothari, . Research Methodology. New Age International (p) Ltd, 2004.
CUSTOMER SATISFACTION OF CONSULTANT FIRM. <http://www.uk-
essay.com>.
KOTLER. MARKETING MANAGEMENT. NEW DELHI: PEARSON
PUBLICATION, 2009.
MARCONIS INSTITUTE . <http://www.marconis-institute.com>.
PLACEMENT REPORT. VADODARA: MARCONIS , 2014.















75


Customer Sati sfaction Survey Questionnaire

I , Raj Soni , an undersign student of S.R.Luthra Institute of Management , am
conducting a survey on Customer Satisfaction Survey at Marconis
Institute Pvt. Ltd. My survey is only for academic purpose and no personal
information would be disclose.

Demographic Information :
Name :_________________________

Gender : [ ] Male [ ] Female

Age :
[ ] Upto 20 years [ ] 20 to 30 years
[ ] 30 to 45 years [ ] Above 45 years
Occupation :

[ ] Student [ ] Business
[ ] Professional [ ] Service
[ ] If other, please specify ()
Income per Annum :

[ ] Up to 1,00,000 [ ] 1,00,000 to 2,00,000
[ ] 2,00,000 to 4,00,000 [ ] Above 4,00,000

76

Questions :
1) Which offering do you used of MIPL ( Tick Mark each you use)
[ ] Admission Abroad [ ] Coaching
[ ] Work Permit [ ] Visas
[ ] Immigration [ ] Other (...)

Admission Abroad
2) Did you get admission abroad through MIPL?
[ ] Yes [ ] No

3) Are you satisfied with the service of MIPL?
[ ] Highly Satisfied
[ ] Satisfied
[ ] Neutral
[ ] Dissatisfied
[ ] Highly Dissatisfied
4) Rate your satisfaction for MIPL on the following factor( 1=HS and 5=HD )
Factors 1 2 3 4 5
Fees
Airport Picking
Pre-departure Service
Post-departure Service
Process
Time Consume


77

Work Permit
5) Did you get Visas for Work Permit from MIPL?
[ ] Yes [ ] No
6) Are you satisfied with work permit service provided by MIPL?
[ ] Highly Satisfied
[ ] Satisfied
[ ] Neutral
[ ] Dissatisfied
[ ] Highly Dissatisfied

Coaching
7) Are you involved in any of the following course? If yes, in which course?
[ ] IELTS [ ] Spoken English
[ ] GMAT [ ] TOFEL
[ ] GRE [ ] SAT
[ ] ITEP [ ] PTE

8) Did you satisfied with selected coaching facility?
[ ] Highly Satisfied
[ ] Satisfied
[ ] Neutral
[ ] Dissatisfied
[ ] Highly Dissatisfied

78

9) Rate the following as per you satisfaction of Coaching. (1=Highly Satisfied
and 5=Highly Dissatisfied)
Factors 1 2 3 4 5
Classrooms
Staff
Flexible Batch Timings
Cleanliness
Library
Results

Visas-
11. Did you get visas from MIPL?
[ ] Yes [ ] No
12. Which type of Visa you get?
[ ] Visitors Visa [ ] Medical Visa
[ ] Business Visa [ ] Student Visa
[ ] Residence Visa [ ] Other (.)

13. Are you satisfied with VISAS facility providing by MIPL?
[ ] Highly Satisfied
[ ] Satisfied
[ ] Neutral
[ ] Dissatisfied
[ ] Highly Dissatisfied


79

14. With which of the features of MIPL you are satisfied with? (1=Highly Satisfied
and 5=Highly Dissatisfied)
Factors 1 2 3 4 5
Charges
Airport Picking
Pre-departure Service
Post-departure Service
Guidance
Communication
Staff
Offerings
Guaranteed Admission
Welcoming rejected students

15. Do you suggest MIPL to others?
Strongly Agree Agree Neutral Disagree Strongly Disagree


16. Any Suggestions? ( If Any )
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________.