SUMMER TRAINING REPORT ON

CONSUMER SATISFACTION AND EXPECTATION

TOWARDS THE TIMES OF INDIA

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

DEGREE OF MASTERS IN BUSINESS ADMINISTRATION
Session (2021-2023)

SUBMITTED TO:. SUBMITTED BY:

Department of MBA Asha
Roll no: 21013726015

GOVERNMENT POST GRADUATE COLLEGE DHARAMSHALA

TABLE OF CONTENTS
 CHAPTER – 1

INDUSTRY PROFILE
1.1 Introduction:
The Times of India (also known by its abbreviation TOI) is an Indian English -language daily
newspaper and digital news media owned and managed by THE TIMES GROUP. It is the third
largest newspaper in India by circulation  and largest selling English-language daily in the
world. It is the oldest English-language newspaper in India, and the second-oldest Indian
newspaper still in circulation, with its first edition published in 1838.  It is nicknamed as "The
Old Lady of  Bori Bunder ", and is an Indian newspaper of record.

Near the beginning of the 20th century, Lord Curzon, the Viceroy of India, called TOI “the
leading paper in Asia”. In 1991, the BBC ranked TOI among the world’s six best newspapers.
It is owned and published by Bennett, Coleman & Co. Ltd. (B.C.C.L.), which is owned by the
Sahu Jain family. In the Brand Trust Report India study 2019, TOI was rated as the most trusted
English newspaper in India. Reuters rated TOI as India’s most trusted media news brand in a
survey. In recent decades, the newspaper has been criticized for establishing in the Indian news
industry the practice of accepting payments from persons and entities in exchange for positive
coverage.
The Times of India is India’s most-read English newspaper. More than 13.5 million readers wake
up to one of its 13 editions every morning. With a daily circulation of more than 4 million
copies, it is the world’s largest-selling English newspaper.
Website
www.timesofindia.com
Industries
Media Production
Company size
5001-10,000 employees
Headquarters
New Delhi, Delhi
Type
Privately Held
1.2 Beginnings:
TOI issued its first edition on 3 November 1838 as The Bombay Times and Journal of
Commerce. The paper was published on Wednesdays and Saturdays under the direction of
Raobahadur Narayan Dinanath Velkar, a Maharashtrian social reformer, and contained news
from Britain and the world, as well as the Indian Subcontinent. J. E. Brennan was its first editor.
In 1850, it began to publish daily editions.
In 1860, editor Robert Knight (1825–1892) bought the Indian shareholders' interests, merged
with rival Bombay Standard, and started India's first news agency. It wired Times dispatches to
papers across the country and became the Indian agent for Reuters news service. In 1861, he
changed the name from the Bombay Times and Standard to The Times of India. Knight fought
for a press free of prior restraint or intimidation, frequently resisting the attempts by
governments, business interests and cultural spokesmen, and led the paper to national
prominence. In the 19th century, this newspaper company employed more than 800 people and
had a sizeable circulation in India and Europe.

1.3 Bennett and Coleman ownership:

Subsequently, TOI saw its ownership change several times until 1892 when an English journalist
named Thomas Jewell Bennett, along with Frank Morris Coleman (who later drowned in the
1915 sinking of the SS Persia), acquired the newspaper through their new joint stock
company, Bennett, Coleman & Co. Ltd.
1.4 Under the Government of India:
Following the Vivian Bose Commission report indicating serious wrongdoings of the Dalmia–Jain
group, on 28 August 1969, the Bombay High Court, under Justice J. L. Nain, passed an interim
order to disband the existing board of Bennett, Coleman & Co and to constitute a new board
under the Government. The bench ruled that "Under these circumstances, the best thing would
be to pass such orders on the assumption that the allegations made by the petitioners that the
affairs of the company were being conducted in a manner prejudicial to public interest and to
the interests of the Company are correct. Following that order, Shanti Prasad Jain ceased to be a
director and the company ran with new directors on board, appointed by the Government of
India, with the exception of a lone stenographer of the Jains. Curiously, the court appointed D K
Kunte as chairman of the board. Kunte had no prior business experience and was also an
opposition member of the Lok Sabha.

1.5 During the Emergency:

On 26 June 1975, the day after India declared a state of emergency, the Bombay edition
of TOI carried an entry in its obituary column that read "D.E.M. O'Cracy, beloved husband of
T.Ruth, father of L.I.Bertie, brother of Faith, Hope and Justice expired on 25 June". The move was
a critique of Prime Minister Indira Gandhi's 21-month state of emergency, which is now widely
known as "the Emergency" and seen by many as a roundly authoritarian era of government..
1.6 The Times in the 21st century:
In late 2006, Times Group acquired Vijayanand Printers Limited (VPL). VPL previously
published two Kannada newspapers, Vijay Karnataka and Usha Kiran, and an English
daily, Vijay Times. Vijay Karnataka was the leader in the Kannada newspaper segment
then.
The paper launched a Chennai edition, 12 April 2008.] It launched a Kolhapur edition,
February 2013.

1.7 TOIFA Award:

Introduced in 2013  and awarded for the second time in 2016,] " The Times of India Film
awards” or the "TOIFA" is an award for the work in Film Industry decided by a global public
vote on the nomination categories.
 CHAPTER -2
COMPANY PROFILE
 2.1 Introduction:
The Times Group (Also referred as Bennett, Coleman & Co. Ltd.) is the largest company in
media and entertainment industry in India and South Asia. It has completed 175 years of its
journey in media industry from 1838, established in Mumbai. Starting off with The Times of
India – which is now the largest English publication in the world, BCCL and its subsidiaries
(called The Times of India Group), are present in every existing media platform – Newspapers,
Magazines, Books, TV, Radio, Internet, Event Management, Outdoor Display, Music, Movies
and more. Having strength of more than 11,000 employees, its revenue is exceeding $1.5 Billion,
it has the support of more than 25000 advertisers and a vast audience spanning across the world.

2.2 Key Business Area’s:

• Publishing
• Television
• Digital
• Out of Home
• Other activities

2.21 Publishing-
• Largest publisher in India: 13 newspapers, 18 magazines, 16 publishing Centre’s, 26 printing
center’s
• Largest English newspaper in India by circulation (and the world), the Times of India.
• Largest Business newspaper in India by circulation (2nd largest English Business daily in the
world, behind WSJ), the Economic Times.
• Non-English newspapers in Mumbai, Delhi, Bangalore by circulation (India’s three largest
cities).

2.23 Television –
• Largest English News TV Channel, No. 2 English Business News TV Channel.
• Largest Bollywood News and Lifestyle TV Channel, No. 2 English movies TV Channel,
2.24 Digital-
•Largest Indian network based on traffic and revenue (behind Google,Facebook, Yahoo).
•Operates 30+ digital businesses, most of which are Top 3 in their Competitive segment.
• Most popular B2C mobile short code in India, across SMS, voice, WAP, And USSD Radio.
•Largest radio network in India by revenue and listenership, with 32 Stations.
• Operates the largest rock radio station in the UK.

2.25 Out-of-Home-
• Largest Out-of-home advertising business in India with presence in all major metros.
• Owns advertising contracts in most major airports in India.

2.26 Other Activities-

• Music
• Movies
• Syndication
• Education
• Financial Services
• Event Management
• Specialised publications – including books and multimedia.
2.3 HISTORY:

1838
In November 3, 1838 the first edition of The Bombay Times and Journal of Commerce were
published, reflecting basically the business community of Bombay. It was a bi-weekly
publication. Dr. J.E. Brennan was the Editor. Shareholders decide to increase the share capital
and the paper is converted

1850
Into a daily.

1859
Bombay Standard and Chronicle of Western India merges into The Bombay Times and Journal
of Commerce to form Bombay Times & Standard.

1861
Editor Robert Knight amalgamates The Bombay Times & Standard and Bombay Telegraph &
Courier to form The Times of India – giving it a national character.

1892
T. J. Bennett becomes the editor and enters into a partnership with F.M. Coleman to form a joint
stock company – Bennett, Coleman & Co. Ltd. (BCCL).

1907
Editor Stanley Reed revolutionizes news production by extending the deadline to midnight. Until
then any news that came in after 5 pm was held Over for the next day. The newspapers’ first
price war was also initiated with Cover price being cut from 4 annas to 1 anna – leading to a
five-fold increase in Circulation.
1947
Exclusive Sunday edition of Times of India launched in Mumbai. The company also launches its
Hindi daily – Nav Bharat Times in Delhi.

1948
Sahu Jain Group takes over as the owners of the company after Ramakrishna Dalmia sells the
firm to his son-in-law Sahu Shanti Prasad Jain – who becomes the first Chairman of the group.

1950
The Times of India launches in Delhi.

1952
Filmfare launched.

1959
Femina launched.

1961
The Economic Times is launched.

1962
Maharashtra Times launched.

1965
Femina Miss India contest started.

1988
Times of India complete 150 years. Special stamp released by Government of India to
commemorate the occasion.

1999
India times web portal launched; BCCL enters music retailing business with Planet M. Also
operates the first-ever private FM broadcast through Times FM (which later becomes Radio
Mirchi).

2000
The Times of India crosses the 2 million mark in circulation.

2001
Radio Mirchi – Nationwide private FM broadcasting starts. 360 Degrees – Event management
business also launched. TOI goes all colour and storms Delhi by being “Number One”.

2003
Launch of the Times Private Treaties as a strategic business division. Launch Of the Jobs portal
Times Jobs. TOI E-paper launched. Entry into TV business with the launch of India’s first
lifestyle and entertainment channel Zoom.

2005
Launch of a Matrimonial website Times Matri – later rebranded as Simply Marry, Mumbai
Mirror, the city-centric daily tabloid launched in Mumbai.

2006
Launch of a television News Channel called Times Now.

2007
Launch of Bangalore Mirror, Ahmedabad Mirror, ET (Gujarati) and Whats Hot -a premier
weekend entertainment supplement. The Times of India becomes largest English daily in the
world with circulation breaching the 3 million mark and beating Sun (tabloid) of UK.
2008
Launch of ET (Hindi), Pune Mirror and The Times of India editions at Jaipur, Goa and Chennai.
Acquisition of Virgin Radio (now rebranded as Absolute Radio) in the UK.

2009
TOI Crest edition launched. Launch of ET Now - premier business channel having integrated
newsroom with ET print edition.

2010
Private Treaties re-branded as Brand Capital. The Speaking Tree newspaper launched. ET
Wealth launched. Maharashtra Times launches Pune edition. Vijay Next (premier weekly
newspaper from Vijay Karnataka) launched. India's first HD-only premium movie channel -
Movies Now (HD) launched.

2011
Sunday ET re-launched as a tabloid. Bodhivriksha (spiritual weekend newspaper in Kannada)
launched. Launch of The Times of India, Coimbatore and Madurai/Trichy Editions.

2012
Launch of The Times of India, Kerala, Visakhapatnam and Raipur Chhattisgarh) Edition

2013
Launch of the Times of India, Kolhapur Edition.
 CHAPTER -3
INTRODUCTION TO TOPIC
2.1 Meaning of Consumer Satisfaction and Expectation:
Customer satisfaction (CSAT) is a measure of how well a company’s products, services, and
overall customer experience meet customer expectations. It reflects your business’ health by
showing how well your products or services resonate with buyers.
This makes customer satisfaction a true leading indicator of future sales: generally speaking, the
more satisfied your customers are, the more likely they are to make future purchases from your
company.
2.2 Why is consumer satisfaction important?
For one thing, the probability of selling to a current, satisfied customer ranges from 60 to 70%
(while the probability of selling to a new customer is at most 20%).
Basically, the more likely they are to do repeat business with your company in the first place, the
less effort it will take on your part to get them to do so.
Along with this, you also don’t need to spend near as much to keep your satisfied customers on
board as you do when bringing aboard newbies. 
Depending on your industry, the cost of acquiring a new customer can be anywhere.

2.3 How to measure consumer satisfaction?

To be sure, customer satisfaction is subjective from industry to industry and audience to

audience.
In other words, what might be an expectation in one area might be considered above-and-beyond
in another.

2.4 Types of consumer satisfaction measurement:

A) Qualitative Consumer satisfaction measurement

B) Quantitative consumer satisfaction measurement

• Qualitative consumer satisfaction measurement:-

Qualitatively, it’s also important to give survey respondents the chance to explain their answers
in certain instances.
The more complete and authentic your customers’ answers are, the more reliable—and valuable
—the information they’re providing you is.
Now, when creating these surveys, there are a few things you need to do to get maximum value
out of the initiative.

• Quantitative consumer satisfaction measurement:-

Quantitatively, you’ll want to collect data relating to your brand’s Customer Satisfaction Score,
Customer Effort Score, and Net Promoter Score. You can then compare your data to your
competitors’ and industry average to see where your company stands. As time goes on, you’ll
also be able to compare your current score with that of previous months or years. You’ll also
want to develop additional surveys regarding more specific topics relating to your services, as
well. You can then quantify this information to analyze trends and identify and assess any
“problem” areas with your service.

2.5 How to improve consumer satisfaction.

 A) Become obsessed with customer feedback.
B) Create a sense of convience.
C) Deliver fast responses.
D) Make satisfaction a company – wide focus.
E) Lead with empathy.

2.6 Abstract:

Print media is one of the most powerful and cost effective medium to transfer information and
knowledge. The print media industry in India is more than a century old. Also it is a well-
established industry. This Industry mainly comprises of publishing newspapers and magazines.
India has the second largest population And one of the fastest growing economies in the world.
Along with these the increasing level of income of Peoples and the robust competition in this
industry help print media in its growth. Producers are increasing Day by day, new entrants from
outside India is also a factor of tough competition. Indian readers prefer Hindi Magazines rather
than English magazines. In the case of Times group also the readership of Hindi Femina is
Higher as compared to English magazines. Ernst & Young said in their survey report “Indian
magazine Segment: Navigating new growth avenues”, it has been said that out of the 20 most
read magazines in India, Only three magazines are in English, while the remaining are in Hindi
and other regional languages. This Survey also said that more than 300 million literate
individuals do not read any publications.

According to ArcGate, the dramatic effects of internet and globalization in current scenario are
playing high impact on Media industry. Even people are now consuming news and information
from internet through computers or Mobiles, the popularity of print media is not decreasing. To
avoid declining of market share in front of other Media the producer must able to produce high
quality printed content and magazines. They also need to Make the contents available on mobile
and web platforms to provide a choice to its subscribers to explore the Contents anytime
anywhere. Dr Saukat Ali, in his paper “A Study of Consumer Behaviour & Loyalty in Print
Media – Challenges & strategic prescriptions with Special reference to English, Hindi, Marathi
News Paper Readers-Mumbai”, says developing customer loyalty & retaining readership can be
a huge challenge for the Publishers. There are huge options available to readers now. Therefore,
publishers are busy to create Something very special and innovative in contents or subscription
schemes to impress upon the readers. They Should address the needs and demand of consumer to
strengthen their loyalty and readership.The Times Group with its flagship company Bennett,
Coleman and Company Limited (BCCL) is India’s Largest media conglomerate, according to
Financial Times in March 2015.
 CHAPTER -4
REVIEW OF LITERATURE
Marketing comes in a wide variety of flavours based on audience, media platform and
business in today’s Evolving and dynamic marketplace. Therefore, it’s no surprise that
marketers define what they do differently To start, here are explanations from the American
Marketing Association (AMA), marketing’s professional Organization, and Dr. Philip Kotler,
the author of business school marketing classics. They’re followed by The other definitions
in alphabetical order by author’s last name.

Dr. Philip Kotler defines marketing as “the science and art of exploring, creating, and
delivering value To satisfy the needs of a target market at a profit. Marketing identifies
unfulfilled needs and desires. It Defines, measures and quantifies the size of the identified
market and the profit potential. It pinpoints which Segments the company is capable of
serving best and it designs and promotes the appropriate products and Services.”

Ernst & Young said in their survey report “Indian magazine segment: Navigating new
growth avenues”, It has been said that out of the 20 most read magazines in India, only three
magazines are in English, while The remaining are in Hindi and other regional languages.
This survey also said that more than 300 million Literate individuals do not read any
publications. According to Arc Gate, the dramatic effects of internet and Globalization in
current scenario are playing high impact on media industry. Even people are now consuming
News and information from internet through computers or mobiles, the popularity of print
media is not Decreasing. Consumer behavior is the study of individuals, groups, or
organizations and the processes they use to select, Secure, use, and dispose of products,
services, experiences, or ideas to satisfy their needs and wants. It is also Concerned with the
social and economic impacts that purchasing and consumption behavior has on both the
Consumer and wider society. Consumer behavior blends elements from psychology,
sociology, social Anthropology, marketing and economics, especially behavioral economics.
It examines how emotions, Attitudes and preferences affect buying behavior. Characteristics
of individual consumers such as Demographics, personality lifestyles and behavioral
variables such as usage rates, usage occasion, loyalty, Brand advocacy, willingness to
provide referrals, in an attempt to understand people’s wants and Consumption are all
investigated in formal studies of consumer behavior. It also tries to assess influences on The
consumer from groups such as family, friends, sports, reference groups, and society in
general.

Dr Saukat Ali, in his paper “A Study of Consumer Behavior & Loyalty in Print Media –
Challenges & strategic prescriptions with Special reference to English, Hindi, Marathi News
Paper readers Mumbai”, says developing customer loyalty & retaining readership can be a
huge challenge for the Publishers. There are huge options available to readers now.

Ministry of Information & Broadcasting 2011, INDIA 2011 Author- Research, Reference
and Training Division Compilation and Coordination , Pages 340. Reference Annual gives a
panoramic view of Country’s progress in the fields of rural and urban development, industry
and infrastructure, science and Technology, art and culture, economy, health, defense,
education and mass communication. It incorporates Sections on general knowledge, current
affairs, sports, events of the past year and latest ones too. A rich Source of authentic and
definitive data makes it a compulsory read for students as well as researchers and Academics.

Ministry of Information & Broadcasting 2009, Mass media in India 2009 publication
division, Ministry of information & broadcasting pages 134 . Annuals discussed on Mass
Communication is a useful Source of valuable information for media practitioners, policy
makers, researchers, teachers and students of Journalism. This edition focuses on Media and
Laws.

Indian Institute of Mass Communication 2007, News Agencies Pool of Non-aligned

Countries – Author – Pages 123. Monograph discussed the factual presentation of the New
Agencies Pool of Non-aligned Countries.

Ministry of Information & Broadcasting, K.G. Joglekar – (2009) Freedom of the press,
publication Division, pages 134 – Freedom of the press, author raises a number of questions
on press freedom whose Freedom is it when we talk of freedom of the press-freedom for the
publisher- owner. These and many more Interesting aspects of press freedom have been
raised by the author, Interested in media affair.
 CHAPTER -5
RESEARCH METHODOLOGY
 5.1 Research Methodology:

Research methodology is defined as a systematic way to solve a research problem by

collecting data using various techniques, providing an interpretation of the collected data, and
drawing conclusions about the research data. A research method is fundamentally the
blueprint of the research or study.

5.2 Source of data:

For collection data, both primary and secondary data collection methods are used

a) Primary data-
The data are collected through: Personal interviews is conducted followed by a purpose
specific questionnaire administration designed to obtain data from respondents. It
contained quantitative research questions to understand the company’s mindset towards
its marketing schemes.

b) Secondary data-
That data were collected through Literature available in the field of Consumer’s friendly
magazines was thoroughly studied. The sources of this information were newspapers, journals,
magazines, internet and publications.

5.3 Research Design:

Exploratory – It attempts to describe and explain conditions of the present by using many
subjects and questionnaire to fully describe a phenomenon.
Research Instrument:
The instrument used in collecting the primary Data was structured questionnaire.

5.4 Sampling Plan:

It is not possible to collect information from the whole universe, the researcher reports to
sampling method “sample” is that portion of the universe of population, which is selected as
representative for the purpose of the study. If in a known fact, that smaller the sample size higher
will be the statistical error. Hence optimum size of ‘so is chosen. The dependents freely
expressed their ideas, convenience sampling is applied in this study.

• Sample unit Sample size

A representative sample (sample size 30) of the potential and existing consumers was selected by
the methods of judgment sampling. It includes present and past consumers of TO1 magazines.

5.5 Data Collection:

With the prior permission of the people the researcher meets the dependents that are freely able
to answer. First of all a rapport is created with the respondents by clearly informing them the
nature & objects of the study. The respondents are asked to take his own time & doubt if any
regarding question are classified.

•Tools used for analysis –

Simple percentage analysis method

Here the researcher collected info. From the sample “sample” is that portion of the universe of
the population, which is selected on the representative for the purpose of the study. Smaller the
sample size higher will be the statistical error.

Method to collect simple percentage analysis:

SPA= [ no. Of respondents/Total No. of respondents] × 100

Method to calculate Likert’s scale analysis. The schedule Is saved on Likert’s scale, the mean
value of each factor is Found out. If the mean value is greater than 3, it is interpreted that the
respondents are favorable to the statement that in they are not satisfied with the statement.

5.6 Objectives:
The study was designed to provide information helpful to Times of India in knowing the
customers Behavior, their needs etc. so as to help them in planning and implementing various
approaches for Newspaper . More specifically the research attempted to provide answers to the
following research questions.

1. To study the various characteristics which affect the purchase of newspapers .

2. To study the effect of various promotional schemes given by the company.

3. To study whether the customers are brand loyal or not

 CHAPTER-6
RESEARCH GAP

1. Improvement on that can be suggested from the findings of the research is the
improvement in services. As there are high demand of the newspapers. The customers
now have huge options for selecting a newspapers, as there are so many producers of
newspapers in different language and increased usage of internet. Therefore, a small
problem faced by a customer may lead to losing that one.

2. A better renewal reminder system can also be implemented. There is a system of

reminder but customers are complaining that they are not getting the reminder alarm.
They should have more Hindi newspapers with them

3. As most of the people don’t understand or read English

4. They should have more news then advertisement.

5. I think if they charge somewhat less price for their newspapers then their sales will
increase as compare To present sales
6. They should increase number of copies in subscription.