I

NTRODUCTI
ON

Communi
cat
ionandt
ranspor
tat
ionhasmadet
heear
thav
ery

smal
lpl
anett
oli
vei
n.Thepr
ocessofsoci
alchangepr
oducedsoci
eti
es

t
hatar
ehi
ghl
ydependentonmasscommuni
cat
ion.I
tisnat
uralt
hatmass

communi
cat
ioni
spossi
bleonl
ythr
oughmassmedi
a.Newspaperi
sone

amongt
hemassmedi
aav
ail
abl
eandpr
obabl
ythemostdi
sti
nctand

i
mpor
tantachi
evementf
ort
hesoci
ety
.Thenewspaperact
sast
heagency

of“
inf
ormat
ionandeducat
ion”
.Iti
sal
soani
nst
rumentofdemocr
acy
.

The r
ole ofnewspaperdur
ing t
he i
ndependence st
ruggl
e was

si
gni
fi
cant
. Thenewspaperhasnotl
osti
tsi
mpor
tancewi
tht
her
api
d

dev
elopmentoft
heot
hermedi
awhi
chcanbeseenf
rom t
hei
ncr
easi
ng

ci
rcul
ati
oni
fvar
iousnewspaper
s.Newspaper
shav
ebecomet
hef
oodf
or

upgr
adi
ngknowl
edge. Ov
ercomi
ngf
earandgai
ningi
nfor
mat
ionabout

cur
rentaf
fai
rsar
oundt
hewor
ldnat
ion,r
egi
onet
c.Thi
sist
hesamef
ora

st
udent
,busi
nessman,gov
ernmentorpr
ivat
eempl
oyeeorahousewi
fe

who hast
hei
mpor
tantt
aski
feducat
ing and br
ingi
ng up t
omor
row’
s

ci
ti
zensoft
hewor
ld.
 THEORI
GINOFNEWSPAPERSI
NINDI
A

The hi
stor
yofnewspaper
sisan of
ten-
dramat
icchapt
eroft
he

humanexper
iencegoi
ngbacksomef
ivecent
uri
es.I
nRenai
ssanceEur
ope

handwr
it
tennewsl
ett
ersci
rcul
atedpr
ivat
elyamongmer
chant
s,passi
ng

al
ongi
nfor
mat
ionaboutev
ery
thi
ngf
rom war
sandeconomi
ccondi
ti
onst
o

soci
al cust
oms and "
human i
nter
est
"feat
ures. The f
ir
st pr
int
ed

f
orer
unner
soft
henewspaperappear
edi
nGer
manyi
nthel
ate1400'
sin

t
hef
orm ofnewspamphl
etsorbr
oadsi
des,
oft
enhi
ghl
ysensat
ional
i
zedi
n

cont
ent
.Someoft
hemostf
amousoft
heser
epor
ttheat
roci
ti
esagai
nst

Ger
mansi
nTr
ansy
lvani
aper
pet
rat
edbyasadi
sti
cveov
odnamedVl
ad

TsepesDr
akul
,whobecamet
heCountDr
acul
aofl
aterf
olkl
ore.

I
nthe Engl
i
sh-
speaki
ng wor
ld,t
he ear
li
estpr
edecessor
s oft
he

newspaperwer
ecor
ant
os,smal
lnewspamphl
etspr
oducedonl
ywhen

someev
entwor
thyofnot
iceoccur
red.Thef
ir
stsuccessi
vel
ypubl
i
shed

t
it
lewasTheWeekl
yNewesof1622.I
twasf
oll
owedi
nthe1640'
sand

1650'
sbyapl
ethor
aofdi
ff
erentt
it
lesi
nthesi
mil
arnewsbookf
ormat
.The

f
ir
stt
ruenewspaperi
nEngl
i
shwast
heLondonGazet
teof1666.Fora

gener
ati
oni
twast
heonl
yof
fi
ci
all
ysanct
ionednewspaper
,thoughmany

per
iodi
cal
tit
leswer
einpr
intbyt
hecent
ury
'send.
Begi
nni
ngsi
nAmer
ica:

I
nAmer
icat
hef
ir
stnewspaperappear
edi
nBost
oni
n1690,ent
it
led

Publ
i
ck Occur
rences.Publ
i
shed wi
thoutaut
hor
it
y,i
twas i
mmedi
atel
y

suppr
essed,i
tspubl
i
sherar
rest
ed,andal
lcopi
eswer
edest
roy
ed.I
ndeed,

i
tremai
nedf
orgot
tenunt
il1845whent
heonl
yknownsur
viv
ingexampl
e

wasdi
scov
eredi
ntheBr
it
ishLi
brar
y.Thef
ir
stsuccessf
ulnewspaperwas

t
heBost
onNews-
Let
ter
,begunbypost
mast
erJohnCampbel
lin1704.

Al
though i
twas heav
il
y subsi
dized by t
he col
oni
algov
ernmentt
he

ex
per
imentwasanear
-f
ail
ure,wi
thv
eryl
i
mit
edci
rcul
ati
on.Twomor
e

paper
smadet
hei
rappear
ancei
nthe1720'
s,i
nPhi
l
adel
phi
aandNewYor
k,

andt
heFour
thEst
atesl
owl
ybecameest
abl
i
shedont
henewcont
inent
.By

t
heev
eoft
heRev
olut
ionar
yWar
,somet
wodozenpaper
swer
eissuedat

al
lthecol
oni
es,al
thoughMassachuset
ts,New Yor
k,andPennsy
lvani
a

woul
dremai
nthecent
ersofAmer
icanpr
int
ingf
ormanyy
ear
s.

Ar
ti
cles i
n col
oni
alpaper
s,br
il
li
ant
lyconcei
ved byr
evol
uti
onar
y

pr
opagandi
sts,wer
e a maj
orf
orce t
hati
nfl
uenced publ
i
c opi
nion i
n

Amer
icaf
rom r
econci
l
iat
ionwi
thEngl
andt
oful
lpol
i
tical
independence.

Atwar
'sendi
n1783t
her
ewer
efor
ty-
thr
eenewspaper
sinpr
int
.The

pr
esspl
ayedav
italr
olei
ntheaf
fai
rsoft
henew nat
ion;manymor
e

newspaper
swer
est
art
ed,r
epr
esent
ingal
lshadesofpol
i
ticalopi
nion.The

nohol
dsbar
redst
yleofear
lyj
our
nal
i
sm,muchofi
tli
bel
ousbymoder
n

st
andar
ds,r
efl
ect
edt
her
oughandt
umbl
epol
i
ticall
i
feoft
her
epubl
i
cas

r
ivalf
act
ionsj
ost
ledf
orpower
.Ther
ati
fi
cat
ionoft
heBi
l
lofRi
ght
sin1791

atl
astguar
ant
eedoff
reedom oft
hepr
ess,andAmer
ica'
snewspaper
s

begant
otakeonacent
ralr
olei
nnat
ionalaf
fai
rs.Gr
owt
hcont
inuedi
n
ev
eryst
ate.By1814 t
her
e wer
e 346 newspaper
s.I
nthe Jacksoni
an

popul
i
st1830'
s,adv
ancesi
npr
int
ingandpaper
maki
ngt
echnol
ogyl
edt
o

anexpl
osi
onofnewspapergr
owt
h,t
heemer
genceoft
he"
PennyPr
ess"
;it

wasnow possi
blet
opr
oduceanewspapert
hatcoul
dbesol
dforj
usta

centacopy
.Pr
evi
ousl
y,newspaper
swer
ethepr
ovi
nceoft
heweal
thy
,

l
i
ter
atemi
nor
it
y.Thepr
iceofay
ear
'ssubscr
ipt
ion,usual
l
yov
eraf
ull

week'
spayf
oral
abor
er,hadt
obepai
dinf
ulland"
inv
ari
abl
yinadv
ance.
"

Thi
s sudden av
ail
abi
l
ityofcheap,i
nter
est
ing r
eadi
ng mat
eri
alwas a

si
gni
fi
cantst
imul
ust
otheachi
evementoft
henear
lyuni
ver
sal
li
ter
acynow

t
akenf
orgr
ant
edi
nAmer
ica.

TheI
ndust
ri
alRev
olut
ion:

Thei
ndust
ri
alr
evol
uti
on,asi
ttr
ansf
ormedal
laspect
sofAmer
ican

l
i
feandsoci
ety
,dr
amat
ical
l
yaf
fect
ednewspaper
s.Bot
hthenumber
sof

paper
sandt
hei
rpai
dci
rcul
ati
onscont
inuedt
ori
se.The1850census

cat
alogued2,
526t
it
les.I
nthe1850'
spower
ful
,gi
antpr
essesappear
ed,

abl
etopr
intt
ent
housandcompl
etepaper
sperhour
.Att
hist
imet
hef
ir
st

"
pict
ori
al"weekl
ynewspaper
semer
ged;t
heyf
eat
uredf
ort
hef
ir
stt
ime

ex
tensi
vei
l
lust
rat
ionsofev
ent
sint
henews,
aswoodcutengr
avi
ngsmade

f
rom cor
respondent
s'sket
chesort
aken f
rom t
hatnew i
nvent
ion,t
he

phot
ogr
aph.Dur
ingt
heCi
vi
lWart
heunpr
ecedent
eddemandf
ort
imel
y,

accur
atenewsr
epor
ti
ngt
ransf
ormedAmer
icanj
our
nal
i
sm i
ntoady
nami
c,

har
dhi
tt
ingf
orcei
nthenat
ionall
i
fe.Repor
ter
s,cal
l
ed"
speci
als,
"became

t
hedar
li
ngsoft
hepubl
i
candt
hei
dol
sofy
oungst
ersev
ery
wher
e.Many

account
sofbat
tl
est
urnedi
nbyt
hesei
ntr
epi
dadv
ent
urer
sst
andt
odayas

t
hedef
ini
ti
vehi
stor
iesoft
hei
rsubj
ect
s.
 Newspapergr
owt
hcont
inuedunabat
edi
nthepost
wary
ear
s.An

ast
oundi
ng11,
314di
ff
erentpaper
swer
erecor
dedi
nthe1880census.By

t
he1890'
sthef
ir
stci
rcul
ati
onf
igur
esofami
l
li
oncopi
esperi
ssuewer
e

r
ecor
ded (
ir
oni
cal
l
y,t
hesenewspaper
sar
enow qui
ter
areduet
othe

at
roci
ousqual
i
tyofcheappapert
heni
nuse,andt
ogr
eatl
ossesi
nWor
ld

WarI
Ier
apaperdr
ives)Att
hisper
iodappear
edt
hef
eat
uresoft
hemoder
n

newspaper
,bol
d"banner
"headl
i
nes,ext
ensi
veuseofi
l
lust
rat
ions,"
funny

pages,
"pl
usexpandedcov
erageofor
gani
zedspor
ti
ngev
ent
s.Ther
iseof

"
yel
l
owj
our
nal
i
sm"al
somar
kst
hiser
a.Hear
stcoul
dtr
uthf
ull
yboastt
hat

hi
snewspaper
smanuf
act
uredt
hepubl
i
ccl
amorf
orwaronSpai
nin1898.

Thi
sis al
so t
he age ofmedi
a consol
i
dat
ion,as many i
ndependent

newspaper
swer
eswal
l
owedupi
ntopower
ful"
chai
ns"
;wi
thr
egr
ett
abl
e

consequencesf
oraoncef
ear
lessandi
ncor
rupt
ibl
epr
ess,manywer
e

r
educedt
ovehi
clesf
ort
hedi
str
ibut
ionoft
hepar
ti
cul
arv
iewsoft
hei
r

owner
s,andsor
emai
ned,wi
thoutcompet
ingpaper
stochal
l
enget
hei
r

v
iewpoi
nts.Byt
he1910'
s,al
ltheessent
ialf
eat
uresoft
her
ecogni
zabl
y

moder
nnewspaperhademer
ged.I
nourt
ime,r
adi
oandt
elev
isi
onhav
e

gr
adual
l
ysuppl
ant
ed newspaper
s as t
he nat
ion'
s pr
imar
yinf
ormat
ion

sour
ces,so i
tmay be di
ff
icul
tini
ti
all
yto appr
eci
atet
he r
olet
hat

newspaper
shav
epl
ayedi
nourhi
stor
y.
 I
MPORTANCEOFNEWSPAPERS

 Thenewsandf
eat
uresar
erecor
dedont
henewspaper
.Sot
heycan

beaccesedwhenev
ernecessar
yandcanbedi
scussedel
abor
atel
y.

 Newspaper
sreach r
emot
e ar
easwher
ethe ot
hermedi
aisnot

accessi
ble.

 Thel
ocalnewsandi
nfor
mat
ionl
ocal
l
ycancov
ermor
epr
oper
lyi
n

t
henewspaper
s.

 Thei
temsl
i
keappl
i
cat
ionf
ormat
s,exami
nat
ionsr
esul
tset
c.canbe

gi
venonl
ythr
ought
henewspaper
s.

 Newspaper
sar
ethecheapestmedi
um f
oradv
ert
iser
stor
eacha

l
argenumberofpeopl
e.

 The newspaper can be expended i

n t
erms of pages t
o

accommodat
e mor
e news,gi
ve ext
ra suppl
ement
s and ot
her

f
eat
ure.

 Thenewspapercangi
venews,i
nfor
mat
ionandadv
ert
isement
sat

t
hesamet
imeont
hesamepage.Thi
senabl
esdi
ff
erentpeopl
eto

accessdi
ff
erenti
tem orf
eat
uresatt
hesamet
ime.
 NEEDFORTHESTUDY

The newspaperhas been one oft

he ol
destmedi
aformass

communi
cat
ion. Duet
otechnol
ogi
caldev
elopmentt
her
ehasbeena

t
remendous r
aise i
nthe number of newspaper
s bei
ng publ
i
shed.

Compl
i
cat
ionhasal
soi
ncr
easednotonl
yamongt
henewspaperbutal
so

f
rom t
heor
gani
zat
ionhast
osur
viv
eandr
uleov
ert
her
estt
heor
gani
zat
ion

hast
osur
viv
eandr
uleov
ert
her
estt
heor
gani
zat
ionhast
oadoptt
o

changeandf
ormul
atest
rat
egi
es.I
ndi
anExpr
essi
sanor
gani
zat
ionwhi
ch

publ
i
shesnewspaper
sinEngl
i
shl
anguage.I
nthepr
esentst
udyt
hef
ocus

i
sont
heper
cept
ionandawar
enessandsat
isf
act
ionoft
hepubl
i
cand

r
eader
s,whi
chwi
l
lhel
ptoi
mpr
ovet
hepr
oductandser
vices.
 SCOPEOFTHESTUDY

 Thenewsandf
eat
uresar
erecor
dedont
henewspaper
.Sot
heycan

beaccesedwhenev
ernecessar
yandcanbedi
scussedel
abor
atel
y.

 Newspaper
sreach r
emot
e ar
easwher
ethe ot
hermedi
aisnot

accessi
ble.

 Thel
ocalnewsandi
nfor
mat
ionl
ocal
l
ycancov
ermor
epr
oper
lyi
n

t
henewspaper
s.

 Thei
temsl
i
keappl
i
cat
ionf
ormat
s,exami
nat
ionsr
esul
tset
c.canbe

gi
venonl
ythr
ought
henewspaper
s.

 Newspaper
sar
ethecheapestmedi
um f
oradv
ert
iser
stor
eacha

l
argenumberofpeopl
e.

 The newspaper can be expended i

n t
erms of pages t
o

accommodat
e mor
e news,gi
ve ext
ra suppl
ement
s and ot
her

f
eat
ure.

 Thenewspapercangi
venews,i
nfor
mat
ionandadv
ert
isement
sat

t
hesamet
imeont
hesamepage.Thi
senabl
esdi
ff
erentpeopl
eto

accessdi
ff
erenti
tem orf
eat
uresatt
hesamet
ime.
 PRESENTSCENARI
OOFNEWSPAPERI
NDUSTRY

The i
ndust
ryhas achi
eved a poi
ntwher
ethe publ
i
cfeel
sthat

newspaperi
smustf
ort
hesoci
etyandt
hewel
far
eoft
hesoci
etyandnot

f
orpr
ofi
ts.Thei
ndust
ryi
saf
fect
edbyt
womai
nsect
ions.Thegov
ernment

andi
tswor
kingandpaperi
ndust
ryt
hroughwhi
chi
tget
sthenecessar
y

i
nputr
esour
cesi
.e.t
henewspr
int
.TheGov
ernmentcont
rol
sthepr
iceand

quot
aofnewspr
intgi
vent
other
espect
ivenewspaperor
gani
zat
ions.

Thecompet
it
ionbot
hfr
om ot
herpl
ayer
sint
hemar
ketbutal
sof
rom

t
heot
hermedi
a.Theeconomi
candsoci
alf
act
orst
hataf
fectt
hei
ndust
ry

ar
ethel
i
ter
aryr
atet
hepeercapi
tai
ncome,t
heav
eraget
imespenton

r
eadi
ngat
ti
tudeoft
hepubl
i
caboutpar
ti
cul
arnewspaper
.Int
hepr
esent

dayt
hei
ndust
ryi
satav
erysl
oegr
owt
hwi
tht
hei
ndi
vi
dualor
gani
zat
ions

r
eachi
ngmat
uri
tyi
nthei
rbusi
nessl
i
fecy
cles.Thenewspr
intpr
oducedi
n

t
hecount
ryi
scost
li
erbecauseofwhi
chmostofnewspr
inti
simpor
ted.

Henceani
ncr
easeordecr
easei
nthei
mpor
ttar
if
fswoul
dal
soaf
fectt
he

newspaperi
ndust
ry.

I
nor
dert
ost
udyt
hepr
esentscenar
iooft
heNI
Etheact
ivi
ti
esof

pr
oduct
ion, Fi
nance, Human Resour
ce and Mar
ket
ing hav
e been

consi
der
ed.
PRODUCTI
ONPROCESS:

Thepr
oduct
ionoft
henewspaperi
scar
ri
edoutatt
hegr
eat
est

speedwhenal
lpr
oduct
ionst
opsatt
hemostoft
heot
heri
ndust
ri
es.The

hect
icact
ivi
tyst
art
satabout9:
30PM andendsat3:
30AM,Coor
dinat
ion

pl
ayani
mpor
tantr
olei
nthenewspaperi
ndust
ry.Thev
ari
ousdepar
tment
s

t
hatco-
ordi
nat
einbr
ingi
ngoutt
hepr
oductar
easf
oll
ows:

FI
NANCEDEPARTMENT:

Ther
ear
enotmuchofact
ivi
ti
eswi
thr
espectt
ofi
nancet
hatt
akes

pl
ace.I
nthev
ari
ousuni
tsspr
eadouti
nthest
atemostoft
hedeci
sionst
he

ex
ecut
ivewhor
esi
deatt
hecor
por
ate.TheNI
EatVi
shakapat
nam wasset

upbyt
hecor
por
ateof
fi
cerwi
thal
lthemachi
ner
yandi
tsst
ruct
ure.The

pr
iceoft
henewspaperi
slesst
hant
hecostofi
tspr
oduct
ion.Thi
sgapi
s

f
il
led i
nfr
othe r
evenue t
hatt
he or
gani
zat
ion get
sint
he f
orm of

adv
ert
isement
s.

Theagent
scol
l
ectt
heact
ualci
rcul
ati
onr
evenueandsubmi
ttot
he

mar
ket
ing depar
tment
.Int
urni
tis passed ov
er t
othe account
s

depar
tment
.Bi
l
li
ngact
ivi
ti
esar
ecar
ri
edoutbyt
hemar
ket
ingdepar
tment
.

Si
nce t
he i
nfl
ow ofadv
ert
isement
sis seasonaland t
he pr
ofi
ts ar
e

cal
cul
atedy
ear
ly.

HUMANRESOURCE:

NI
Euni
tatVSPhasawor
kfor
ceof96ofwhi
ch6oft
hem ar
ein
managementl
evel
s.Ther
egul
arwor
king st
affi
sdi
vi
ded i
nto cl
eri
cal
,

mar
ket
ingandedi
ti
ngst
aff
.Thegener
alwor
kinghour
sfort
hecl
eri
cal

st
affi
s9:
30AM t
o5:
00PM.Theedi
tor
ialst
affst
artt
hei
rwor
katabout

6:
30PM andf
ini
shesatabout3:
00AM t
henextday
.Ther
ear
eabout

member
sint
heNI
Eedi
tor
ial
sect
ion.

Thesal
esor
gani
zat
ioni
sheadedbyt
hesal
esmanger(
mar
ket
ing)
.

Underhi
m ar
etheci
rcul
ati
oni
nspect
ors.Theyar
etwoi
nnumberone

sal
esof
fi
cer
s.Theyar
efol
l
owedbyt
hef
iel
dsal
espr
omot
ers.Thesal
es

pr
omot
ersar
ebot
hpr
omot
ersandt
empor
ary
.Ther
ear
eabout10sal
es

pr
omot
ers.Thesal
espr
omot
erswor
kint
eams.Theav
eragewor
king

hour
sperdayi
s5hour
s.Thesal
espr
omot
ersar
etwoi
nnumberoneas

sal
esof
fi
cerandot
herasasstsal
esof
fi
cer
,theyar
efol
l
owed.

MARKETI
NGDEPARTMENT:

I
nthi
sdepar
tmentt
heymai
nlyconcent
rat
eont
heMar
ket
ingMi
x

l
i
ket
hePr
oduct
,Pr
ice,
PlaceandPr
omot
ion.

PRODUCT:

Thepr
oductf
rom t
henewspaperi
ndust
ryi
sthenewspaperwhi
chi
n

i
tsel
f car
ri
es f
eat
ures l
i
ke news,i
nfor
mat
ion,adv
ert
isement
s and

ent
ert
ainment
.Eacht
hepapercov
erst
hesef
ouri
mpor
tantaspect
sin

v
ary
ing pr
opor
ti
ons. The NI
E at Vi
sakhapat
nam publ
i
shes Engl
i
sh

newspaper
.

PRI
CE:

Thesal
esofanypr
oductar
ebasedonpr
icecompar
edt
oot
her
f
act
orsi
tpl
aysamaj
orr
olei
nbuy
ingapr
oduct
.

Thepr
iceswer
ereducedi
npaperi
ndust
ryi
nOct2000whenwi
l
l

“
Indi
a”r
educedi
tspr
icet
oRs.1.
50pwi
tht
hisal
lEngl
i
shnewspaper
s,i
n

t
hei
ndust
rywer
efor
cedt
ocutdownt
hei
rpr
icesi
nor
dert
osur
viv
eint
he

compet
it
ion.

Ev
en t
hough t
he pr
ices wer
ereduced al
lthe paper
s wer
e

mai
ntai
ningt
hesamenumberofpagesandsuppl
ement
sfort
hesame

r
educedpr
ice.Wi
tht
her
educt
ioni
npr
icesal
lthepaper
’sci
rcul
ati
onhas

al
soi
ncr
easedt
remendousl
y.

When compar
ed wi
thl
astt
wo decades,r
eader
shi
p per
cent
age

i
ncr
easesabnor
mal
l
ywi
thi
nat
imespanof5mont
hs.Ev
ent
hought
he

companyhadspentl
otsofmoneyonpubl
i
cit
year
li
er,gr
owt
hper
cent
age

i
ncr
easedj
ustabov
e10%.Af
tert
hepr
icesl
ash,
evenwi
thoutpubl
i
cit
y,t
he

mar
kethasseenat
remendousgr
owt
hrat
eof4000i
nit
sci
rcul
ati
on.

I
n1980t
hepr
iceoft
hepaperi
nweekday
swasRs.
0.30pandf
or

Sundayi
tisRs.
0.40p.I
nJan2000,pr
iceoft
hepaperi
nweekday
sis

Rs.
1.00 and f
orSunday
siti
s Rs2.
50.Fr
om Mar
ch t
hese pr
ices ar
e

i
ncr
easedt
oRs.
2.50f
orweekday
sand3.
00f
orSunday
.

Af
tert
her
educt
ionofpr
icebyTi
mesofI
ndi
a,NI
Ethi
sisal
sof
ound

i
nthesur
veyt
hatt
heci
rcul
ati
onoft
hepaperhasi
ncr
easedbecause

r
eader
swer
e subscr
ibi
ng onl
yone paperbef
oret
he pr
esscut
.Af
ter

r
educi
ngt
hepr
icepeopl
ear
esubscr
ibi
ngf
ormor
ethanonepaper
.
PROMOTI
ON:

Newspaperi
samedi
athatpr
omot
esot
herbusi
ness.Nat
ural
l
yit

doesnotf
orexcessi
vepr
omot
ionofi
tsel
f.NI
EVi
shakapat
nam,
promot
ion

i
s done by mar
ker i
nto ur
ban and r
uralsemi
-ur
ban,mar
ket t
he

sponsor
shi
p.I
nther
uralar
east
hesl
i
desar
eusedwhi
char
eshowi
nthe

t
heat
res.Theuseofst
ocker
sar
epai
nti
ngi
sal
sousedf
orpr
omot
ion.
CLASSI
FICATI
ONOFNEWSPAPER:

Newspaper
scanbedef
inedasat
angi
blemedi
athati
susedi
nmass

communi
cat
iont
hroughwhi
cht
her
ecei
veri
smadeawar
eoft
hel
atest

news,i
nfor
mat
ionandt
her
elat
edt
opi
cper
cei
vedasi
mpor
tantbyt
he

edi
tor
ialper
sonneloft
henewspaper
.Thenewspaper
scanbecl
assi
fi
ed

ont
hebasi
sofowner
shi
p,ont
hebasi
sofci
rcul
ati
on,ont
hebasi
sof

f
requencyofedi
ti
ons,
ont
hebasi
sofsubj
ect
sdeal
t.

Ont
hebasi
sofOwner
shi
p:

Chai
ns: Mor
et han one newspaperundercommon owner
shipf r
om
mor
ethanonecommoncent r
e.Exampl
esI
ndi
anExpress.

Gr
oups: Morethanonenewspaper
sundercommonowner
shi
pfr
om
samecent
re.

Mul
tipl
e Morethanonenewspaperhavi
ngthesamet i
tl
e,l
anguageand
Uni
ts: peri
odi
cit
y and under common ownershi
p.Exampl e THE
HINDU.

Ont
heBasi
sofCi
rcul
ati
on:

Bi
g Newspaperwi
thaci
rcul
ati
onofmor
ethan50,
000copi
es

perpubl
i
shi
ngdayf
rom cent
re.
Newspaper
:

Medi
um Newspaper
swi
thaci
rcul
ati
onofmor
ethan15,
000copi
es

Newspaper
s: andl
esst
han50,
000copi
esperday
.

Smal
l Newspaper
swi
thaci
rcul
ati
onofl
esst
han15,
000copi
es

Newspaper
: perdayasi
ngl
ecent
re.

Ont
hebasi
sofOwner
shi
p:
Local News News paper
sthat gener
all
y gi
ve news about t
he

Paper
s: happeni
ngl
ocal
l
y.Ex:
VizagRepor
ter
.

Regi
onalNews Newspaper
sthatgi
venewsmost
lyatt
hest
atel
evelEx:

Paper
s: Enadu,
DeccanChr
oni
cle.Repor
ter
.

Regi
onalNews Newspaper
sthatgi
venewsr
egi
onal
l
yandal
sof
rom al
l

Paper
s: ov
ert
hecount
ryEx:
THEHI
NDU.

Ont
hebasi
soff
requencyofedi
ti
ons:

Dai
l
y :
Anewspaperappear
ingatl
eastf
ourt
imesaweek.

Weekl
y :
Anewspaperbei
ngpubl
i
shedoncei
naweek.

Ont
hebasi
sofsubj
ect
sdeal
t:

Gener
al:Newspaper
sthatdealwi
tht
henewsf
rom al
lcor
ner
scat
ert
oal
l

sect
ionsoft
hesoci
ety
,pr
ovi
dei
nfor
mat
ionet
c.Ex.DeccanChr
oni
cle,
THE

HI
NDU,
THEI
NDI
ANEXPRESS.

Busi
ness:Newspaper
sthatgener
all
yar
emost
lygi
vei
mpor
tancet
he

newsf
rom t
hebusi
nessenv
ironmentEx:Economi
cTi
mes,Busi
nessl
i
ne,

Fi
nanci
alexpr
ess.

Pol
i
tical
:Newspaper
sthatgener
all
yar
erunbyi
ndi
vi
dualf
ort
hei
rpol
i
tical

i
nter
estEx:
Praj
aSakt
hi,
Visal
andhr
a.
 LI
MITATI
ONSOFNEWSPAPERS

 The mar
kethas t
o be l
i
ter
ate and abl
eto under
stand di
ff
icul
t

sent
ences.

 Thesubscr
ipt
ioni
sar
egul
arexpensei
.e.t
hecust
omerhast
opay

f
orev
erymont
h.

 Thet
imeofdel
i
ver
yandi
tsv
aluebecomesmor
east
hedaygoesby
.

 Thepr
iceoft
henewspaperi
slesst
hant
hecostofpr
oduct
ion.

 Hotnewscannotbegi
veni
mmedi
atel
yandt
her
eader
shav
etowai
t

t
il
lthenextmor
ning.

 Ef
for
thast
obeputi
nbyt
her
eadert
oreadt
henewspaper
.

 Thenewspaperi
sgeogr
aphi
cal
l
yor
ient
ed.

 Jour
nal
i
sm i
snotl
i
ter
atur
eandi
sshor
tli
ved.

 Thei
nter
fer
enceoft
hepr
essi
ntot
hepr
ivat
eli
vesofi
ndi
vi
dual
s,

bot
hhi
ghandl
owi
scr
it
ici
zed.

I
n pl
aces wher
e her
eis no f
reedom ofpr
ess t
he newspaper
s

becomesmer
etool
soft
hegov
ernment
.
 I
NDUSTRYVI
SIONSTATEMENT

Newspaper
sser
veourdemocr
ati
csoci
etybyv
igi
l
ant
lypr
otect
ing

t
hepeopl
e’
sri
ghtt
oknow.Newspaper
sar
eleader
sinpr
ovi
dingnews,

edi
tor
ialcomment
,inf
ormat
ionandadv
ert
isi
ng.Newspaper
swi
l
lremai
n

v
italandsust
aint
hei
rvi
gil
anceby“
Inv
est
ingener
gyandr
esour
cest
o

st
rengt
hent
hei
rval
uet
oreader
sandadv
ert
iser
sCont
inui
ngt
obet
he

mostcompr
ehensi
vesour
ceofgat
her
ing,
organi
zi
ngandpr
esent
ingnews

and i
nfor
mat
ion Pi
oneer
ing busi
nesses t
hatant
ici
pat
e and meett
he

changi
ng needs and desi
res ofconsumer
s and mar
ket
ers At
tract
ing,

r
etai
ningandadv
anci
ngat
alent
ed,
creat
iveanddi
ver
sewor
kfor
ce”
.

VI
SIONSTATEMENTOFNEW I
NDI
ANEXPRESS:

 Cr
eat
eaVi
brantor
gani
sat
ion

 Per
fectt
hef
unct
ioni
ngofal
lthepar
ts

 Focusont
hesuccessoft
hewhol
ecompany

 Rel
easet
heent
husi
asm ofourpeopl
e

 Tune-
int
othel
i
veendsoft
heev
olv
ingsoci
ety

 Conv
ertev
erychal
l
engei
ntoanoppor
tuni
ty
MI
SSI
ONSTATEMENT:

 Reader
’sFr
iendl
y

 Tr
adePar
tner
sFr
iendl
y

 Empl
oyeesFr
iendl
y

 Sy
stemsFr
iendl
y

 Empl
oyeesFami
l
yFr
iendl
y

 Soci
etyFr
iendl
y
 NI
E-SALI
ENTFEATURES

PRODUCTPORTFOLI
O:

1.FocusedNews

2.Al
lMuscl
e,NoFat

3.Bol
dbutnotbr
ash

4.Anal
yti
cal

5.Al
way
sInv
est
igat
ive

STRATEGI
CGROWTHI
NITI
ATI
VES(
S.G.
I)VALUES:

1.Cl
eanl
i
ness&Or
der
li
ness

2.Speed&Punct
ual
i
ty

3.Communi
cat
ion&Co-
ordi
nat
ion

4.Pr
oductQual
i
ty

5.Costsav
ing

6.Sof
tspeech

7.St
reaml
i
nesy
stems

8.Cust
omerSat
isf
act
ion

9.Pr
oduct
ivi
ty&Dev
elopmentofEmpl
oyees
10.Mai
ntenance&Maxi
mum ut
il
izat
ionofequi
pment

SALESMANAGEMENTI
NFORMATI
ONSYSTEM (
SMI
S):

OBJECTI
VES:

1.Act
ivi
ti
es

2.Measur
ementoft
heAct
ivi
ti
es

3.Mar
ketI
ntel
l
igence

4.I
dent
if
icat
ionofPr
obl
ems

5.FeedbackonPer
for
mance

6.I
dent
if
icat
ionofPot
ent
ial
Segment
s

7.Deci
si
onMaki
ngs

AREASCOVERDUNDERSMI
S:

1.Repor
ti
ng

2.AgencyManagement

3.FocusedSegment
s

REPORTI
NG FORMAT:

1.Dai
l
yCal
lRepor
t

2.Dai
l
yAct
ivi
tyRepor
t

3.Ci
rcul
ati
onRepor
t

4.Mont
hlyr
epor
tCal
lAnal
ysi
s

5.Mont
hlyr
epor
tAgencyPr
intOr
derSt
atus
OBJECTI
VESOFREPORTI
NG:

1.Mi
nimum numberofdai
l
yvi
si
ts.

2.Gener
atedat
abase

3.Anal
yzePr
oduct
ivi
tyofcal
l
sineachsegment

AGENCYMANAGEMENTFORMAT:

1.New agencydev
elopmentpl
an

2.Agencybi
fur
cat
ionpl
an

3.Agencydi
str
ibut
ionmanagement

FOCUSSEDSEGMENTFORMAT:

1.St
all
Segment

2.School
Segment

3.Hospi
tal
Segment

4.Hot
elSegment
 ORGANI
SATI
ONSTRUCTUREOFTHENEW I
NDI
AN

EXPRESS

Expr
esspubl
i
cat
ions(
Madur
ai)Li
mit
ed,(
for
mer
lyI
ndi
anexpr
ess

(
Madur
ai)Li
mit
ed)wasf
oundedbyLat
eShr
iRamnat
hGoenka,
alongwi
th

ot
her compani
es i
nthe I
ndi
an Expr
ess Gr
oup.The company was

i
ncor
por
atedon11thApr
il1959undert
heI
ndi
anCompani
esAct
,1956and

hasi
tsr
egi
ster
ed of
fi
ceatExpr
essEst
ates,AnnaSal
ai,and Chennai

600002.

Thecompanynow f
ormspar
tofExpr
ess(
Madur
ai)Gr
oupowned

andmanagedbyShr
iManojKumarSont
hal
i
a,t
hegr
andsonofLat
eShr
i

Ramnat
hGoenka.

Expr
ess (
Madur
ai)Gr
oup i
s an i
ndependentGr
oup,publ
i
shi
ng

Newspaper
sandper
iodi
cal
sint
hest
atesofTami
l
nadu,Andhr
apr
adesh,

Kar
nat
aka,Ker
ala,or
issa,
Uni
onTer
ri
tor
iesofPondi
cher
ry,Andamanand

Ni
cobari
slands,Enam andLakshdweep.I
tbr
ingsouti
tspubl
i
cat
ionof

Newspaper
s and per
iodi
cal
s f
rom 14 cent
ers Vi
z., Bangal
ore,

Bhubaneswar
,Chennai
,Mumbai
,Coi
mbat
ore,Hy
der
abad,Mangal
ore,

Bel
agam, Kochi
, Kozhi
kode, Shi
moga, Tr
ivendr
um, Vi
shakapat
nam,

Madur
ai,
Tir
uvanant
hapur
am,
andVi
j
ayawada.
 Thecompany
’spubl
i
cat
ionsi
ncl
udeDai
l
iesv
iz.
TheI
ndi
anExpr
essi
n

Engl
i
sh(
thesout
her
nedi
ti
onsoft
heNewI
ndi
anExpr
essr
enamedasThe

New I
ndi
anExpr
ess,ef
fect
ivef
rom 28-
12-
98)
,Di
namanii
nTami
l
,Andhr
a

pr
abhai
nTel
uguandKannadapr
abhai
nKannada.I
naddi
ti
ont
odai
l
ies,

t
hecompanyal
sobr
ingsoutmagazi
nesv
iz.
,Ci
nemaExpr
essi
nTami
la

f
ort
night
ly,Tami
l
ianExpr
essaweekl
yinTami
l
,Samakal
i
kaMal
ayal
am

Var
ika,
aweekl
yinMal
ayal
am,
Andhr
apr
abai
l
lust
rat
edweekl
yinTel
ugu.

TheCompanyi
spr
ofessi
onal
l
ymanagedwi
thwel
lqual
i
fiedand

ex
per
iencedpeopl
ehol
dingchar
geofdi
ff
erentdepar
tment
s.

Thev
ari
ousdepar
tment
sint
heor
gani
zat
ionar
e:

1.Edi
tor
ial
depar
tment
.

2.Adv
ert
isementdepar
tment
.

3.El
ect
roni
cs&communi
cat
ionsdepar
tment
.

4.Camer
asect
ion.

5.Ret
ouchi
ngsect
ion.

6.Pagemaki
ngsect
ion.

7.Pl
atemaki
ngsect
ion.

8.Packi
ngsect
ion.

9.Di
spat
chsect
ion.

10.
Mar
ket
ingdepar
tment
.

11.
Account
sdepar
tment
.

12.
Secur
it
ydepar
tment
.
THEEDI
TORI
ALDEPARTMENT:

The news i
s gat
her
ed by r
epor
ter
sresi
ding i
n and ar
ound

Vi
sakhapat
nam r
egi
on.The news i
s composed and scr
eened byt
he

r
epor
ter
s and sub-
edi
tor
srespect
ivel
y. The st
ori
es ar
e set asi
de

r
espect
ivel
ybyal
l
ocat
ingt
hem t
oacer
tai
npage.Theent
eri
ngwor
kis

donebyt
hesub-
edi
tor
sforNI
Ethepapercomposi
ngandonl
ythel
ocal

edi
ti
oncomposedatVi
sakhapat
nam.

THEADVERTI
SEMENTDEPARTMENT:

The adv
ert
isementdepar
tmenti
sresponsi
blef
orcol
l
ect
ion of

adv
ert
isement
sandpubl
i
shi
ngt
hem i
nthenewspaper
.Ther
espect
ive

pagesar
eal
sof
ixed.Thi
sisf
urt
heri
nti
mat
edt
otheedi
tor
ial
sect
ionwhi
ch

f
il
lsi
nthenewsmat
eri
ali
nthespacel
eftouti
nther
espect
ivepages.

Theadv
ert
isement
sar
edi
vi
dedi
ntocommer
cial
,fi
nanci
al,not
ices,

appoi
ntment
sandcl
assi
fi
edsr
espect
ivel
yandt
het
ari
ff
sar
eal
soi
mposed

accor
dingl
y.Ful
lpageandhal
fpageandquar
terpageadv
ert
isement
sar
e

al
so accept
ed. The adv
ert
isement
s ar
e al
so r
ecei
ved f
rom t
he

adv
ert
isement
sagenci
eswhi
char
egi
ven15% commi
ssi
on.Thedi
rect

adv
ert
isement
sar
eal
soaccept
ed.Ther
e15%al
soasmal
lper
cent
ageof

adv
ert
isement comi
ng f
rom t
he I
ndi
an Newspaper soci
ety
. The

or
gani
zat
ional
soempl
oyeesf
iel
dst
afff
orpr
ocur
ingt
headv
ert
isement
s.
 Theadv
ert
isementdepar
tmenti
sheadedbyt
heassi
stantoft
he

Adv
ert
isi
ngManager
.Ther
ear
ebot
hfi
eldst
affandof
fi
cest
aff
.Theof
fi
ce

st
affi
sheadedbysect
ionalhead.Theof
fi
cest
affhandl
est
heschedul
i
ng

bi
l
li
ng,
account
ingandt
ypi
ngwor
ksr
espect
ivel
y.

ELECTRONI
CS&COMMUNI
CATI
ONSDEPARTMENT:

Di
ff
erenti
nfor
mat
ion i
s col
l
ect
ed i
nthe di
ff
erentf
aces byt
he

communi
cat
ionsof
twar
edev
eloper
sexcl
usi
vel
ybyt
heNI
E.NI
Ehasgot

hi
ghl
yaut
omat
edcommuni
cat
ionsof
twar
ewhi
chhasnoneedofanyman

powert
o send t
hei
nfor
mat
ionf
rom onecent
ert
o anot
her
.Theyar
e

sendi
ng and r
ecei
vi
ng new i
tems,phot
o adv
ert
isement
s,and pager

messagesf
rom onecent
ret
oanot
herasf
il
es.

Thev
ari
ouscent
ersar
econnect
edt
oeachot
herv
iat
hel
easedl
i
nes,

hencet
hecol
l
ect
edi
nfor
mat
ionwi
l
lsendt
onextsect
ions.

PLATEMAKI
NGSECTI
ON:

I
nthepl
atemaki
ngsect
iont
hepagesi
zenegat
ivesar
esubj
ectt
o

hi
ghul
tr
avi
oletr
ays.Thei
mager
ail
sonal
umi
num pl
atesar
eofhi
gh

qual
i
tyandt
hehi
ghqual
i
tysensi
ti
zerdev
eloperandf
ini
sherar
eusedi
n

maki
ngt
hepl
ate.

MACHI
NESECTI
ON:

Machi
ne sect
ion can be cal
l
ed as t
he hear
toft
he pr
oduct
ion

pr
ocess.Thepl
atesf
rom t
hepl
atemaki
ngsect
ionar
eint
othenewsweb

of
fsetpr
essmachi
ne.I
tisasemiaut
omat
icmachi
ne.Thecapaci
tyi
s

30000maxi
mum perhour
.Ther
ear
etwosuchsetofmachi
neshav
ingt
he
capabi
l
ityofpr
int
ingpagesatat
imeNI
Enewspaper
.

PACKI
NGANDDI
SPATCHSECTI
ONS:

Thenewspaper
sfr
om t
hemachi
nesect
ionar
esentf
ort
hepacki
ng

anddi
spat
chi
ngpur
poses.Thepacki
ngi
sdoneaccor
dingt
othei
nvoi
ces

r
ecei
vedf
rom t
her
espect
iveagent
s.Thepacki
ngi
sdonewi
tht
hehel
pof

wast
enewspr
int
.

TRANSPORTSECTI
ON:

The t
ranspor
tfunct
ion i
s handl
ed by t
he r
espect
ive ni
ght

super
visor
s.Thev
ehi
cl
esar
eownedbypr
ivat
epar
ti
es.

ACHI
EVEMENTSANDAWARDS

TheNewI
ndi
anexpr
esshasbeenbestI
dent
if
iedandappr
eci
atedf
or

bei
ngi
nvest
igat
ive.I
tisawar
dedast
heBestI
nvest
igat
ivenewspaperi
n

t
hey
ear2003-
2004byAl
lIndi
aPr
intMedi
aAssoci
ati
on(
AIPMA)
.TheNew

I
ndi
anexpr
essi
sal
soawar
dedf
ori
tshi
ghestgr
owt
hrat
einCi
rcul
ati
on.
I
MPORTANCEOFCUSTOMERSATI
SFACTI
ONI
NINDUSTRY

Consumersat
isf
act
ioni
simpor
tantt
othemar
ket
erbecausei
tisa

det
ermi
nantofr
epeatsal
esandconsumerl
oyal
ty.Sat
isf
act
ioni
sal
so

i
mpor
tantt
othe i
ndi
vi
dualconsumerbecause i
tref
lect
s a posi
ti
ve

out
comef
rom t
hef
ulf
il
lmentofunmetneeds(
Spr
engetal
.
,1996;Ol
i
ver

andDeSar
bo,1988;andDayandLandon1977)
.Thi
sresear
chwi
l
lhel
p

mar
ket
ersseeki
ngt
osel
lthei
rpr
oduct
sinot
hercount
ri
esandst
ri
vi
ngt
o

mai
ntai
n a hi
gh l
evelof cust
omer sat
isf
act
ion compar
ed t
o t
he

compet
it
ion.Thi
sgoalcannotbeobt
ainedwi
thoutacl
earunder
standi
ng

off
act
orscont
ri
but
ing t
othegener
ati
onofhi
ghsat
isf
act
ionand t
he

pr
ocess bywhi
ch cust
omersat
isf
act
ion ev
olv
es f
oll
owi
ng a pr
oduct

consumpt
ion exper
ience. Cust
omer sat
isf
act
ion i
s an i
mpor
tant

det
ermi
nantofpost
-pur
chaseat
ti
tudeandpr
oductchoi
ce.Thegr
owi
ng

amountofi
nter
nat
ionalbusi
nesshasi
ncr
easedt
heneedt
ounder
stand

cust
omersat
isf
act
ionf
rom acr
oss-
nat
ional
per
spect
ive.

Cul
tur
e

Cul
tur
ecanbedef
inedasasy
stem ofv
aluesi
nor
dert
ost
udy

cul
tur
easadet
ermi
nantofconsumerbehav
ior(
Hof
stede,1980b,1983)
.

Member
sofapar
ti
cul
arcul
tur
etr
ansf
ormt
hei
rexper
ienceswi
tht
hei
r

phy
sicalandsoci
alsur
roundi
ngst
oanabst
ractl
evelofbel
i
efaboutwhat

i
sdesi
rabl
eandwhati
snot
.Suchencodedbel
i
efs,cal
l
edv
alues,actasa

gener
algui
de f
orday
-to-
day behav
ior
s,i
ncl
udi
ng t
hose per
tai
ning t
o

buy
ing and consumpt
ion.Cul
tur
alv
alues di
ff
eramong nat
ions al
ong

Hof
stede’
sfourdi
mensi
onsofnat
ional
char
act
er(
Hof
stede,
1980,
1983)
.
Behav
ior

Thegr
owi
ngamountofi
nter
nat
ionalbusi
nesshasi
ncr
easedt
he

needt
ounder
standconsumerbehav
iorf
rom acr
oss-
nat
ionalper
spect
ive.

Because compet
it
ion has been i
ncr
easi
ng i
nint
ernat
ionalmar
ket
s,

managementf
ocusesonpr
otect
ingi
tscust
omerbasef
rom swi
tchi
ngt
o

compet
it
ors(
Lowenst
ein,
1995)bymaki
ngconsumer
smor
esat
isf
iedt
han

t
hey ar
e wi
th compet
ing pr
oduct
s(Hof
stede,1980b)
.A numberof

sat
isf
act
ionmodel
shav
ebeenaccept
edbyr
esear
cher
sandpr
act
it
ioner
s,

butt
hese model
s expl
aint
his phenomenon att
he i
ndi
vi
duall
evel
,

i
ndependentoft
he cul
tur
alenv
ironmentoft
he consumer
s Hof
stede,

1980b)
.Rsear
cher
sneedt
ounder
standsoci
alv
alues,cul
tur
albel
i
efs,and

nor
mst
ouset
hesemodel
s.

Accor
ding t
o exi
sti
ng r
esear
ch,v
alued benef
it
shav
eimpacton

sat
isf
act
ion r
esponses f
oll
owi
ng consumpt
ion (
West
brook and Rei
l
ly,

1983)
.Ther
efor
e,sat
isf
act
ioni
sthef
unct
ionoft
hecongr
uencybet
ween

per
cei
ved per
for
mance and v
alued benef
it
s der
ived f
rom consumer

per
sonalv
alues,andt
hef
ormat
ionofconsumerv
aluesi
sinf
luencedby

cent
ral
cul
tur
alv
alues.

Meani
ngofconsumersat
isf
act
ion

The expect
ati
ons-
disconf
ir
mat
ion par
adi
gm pr
ovi
des t
he most
popul
ar expl
anat
ion of consumer sat
isf
act
ion.Howev
er,and as i
s
occasi
onal
l
y not
ed,i
fa cust
omerexper
iences di
sconf
ir
mat
ion af
ter
consumi
ngapr
oduct
,fut
ureexpect
ati
onsr
egar
dingt
hepr
oductshoul
dbe
r
evi
sed t
owar
d t
he per
for
mance per
cei
ved by t
he cust
omer
.If
ex
pect
ati
onsdonotchangei
nthef
aceofdi
sconf
ir
mat
ion,
thei
mpl
i
cat
ion
woul
d be t
hatt
he cust
omerdi
d notl
ear
nfr
om t
hei
rconsumpt
ion
ex
per
ience.
Assumi
ngt
hatacust
omerwi
l
llear
nfr
om exper
ience,t
hen
decr
easi
ngl
evel
sofdi
sconf
ir
mat
ionshoul
daf
fectcust
omersat
isf
act
ion.
Forex
ampl
e,i
facust
omeri
ssur
pri
sedbyanexcel
l
entser
viceexper
ience
heorshewi
l
lbesat
isf
ied.Yett
hecust
omernowhashi
gherexpect
ati
ons
f
ort
heser
vicet
henextt
imei
tispur
chased.I
fpr
oductper
for
mancei
s
consi
stent
,the degr
ee ofdi
sconf
ir
mat
ion wi
l
ldi
mini
sh r
egar
dless of
whet
her t
he r
evi
sed expect
ati
ons ar
e exceeded or j
ust met
.If
di
sconf
ir
mat
ioni
sthebestpr
edi
ctorofsat
isf
act
ion,t
hensat
isf
act
ion
shoul
dvar
ydi
rect
lywi
thdi
sconf
ir
mat
iont
oast
eadyst
atel
evel
,despi
te
i
ncr
easi
ngexpect
ati
ons.A l
ongi
tudi
nalappr
oacht
otheant
ecedent
sof
consumersat
isf
act
ionl
ogi
cal
l
yimpl
i
est
hehy
pot
hesi
sofsy
stemat
ical
l
y
v
ary
ingconsumersat
isf
act
ion.

Li
ter
atur
erel
atedt
oconsumersat
isf
act
ion,r
epur
chasebehav
ior
,
swi
tchi
ng bar
ri
ers,and consumeri
nfor
mat
ion updat
ing i
srev
iewed i
n
or
dert
ofashi
onamodelt
hati
ntegr
atest
heseconcept
s.Al
ongi
tudi
nal
st
udyoft
heant
ecedent
sofsat
isf
act
ionandt
hei
rconsequenceov
ert
ime
coul
d notbe f
ound,al
though sev
eralar
ti
cles st
udysat
isf
act
ion i
na
dy
nami
cset
ti
ng.Ther
evi
ew al
sor
eveal
sthef
oll
owi
ngt
hreei
mpor
tant
concept
ualr
elat
ionshi
ps:1)sat
isf
act
ioni
saf
unct
ionofexpect
ati
ons,
per
cei
vedper
for
mance,anddi
sconf
ir
mat
ion;2)i
ntent
iont
orepur
chasei
s
af
unct
ionofconsumersat
isf
act
ionandswi
tchi
ngbar
ri
ers;and3)choi
ce
i
saf
unct
ion of ex
pect
ati
ons and i
ntent
ion t
orepur
chase.These
r
elat
ionshi
psar
eint
egr
atedi
naconcept
ualmodelcal
l
edt
hesat
isf
act
ion-
Based RepeatPur
chase Behav
iormodel
.The modeli
s dy
nami
c and
emphasi
zessat
isf
act
ionasapr
imar
ydet
ermi
nantofr
epur
chasebehav
ior
.
I
tal
soi
ncor
por
atest
heant
ecedent
sofsat
isf
act
ion,
andal
l
owst
hei
ref
fect
t
ovar
ywi
tht
ime.

Acombi
nat
ionoft
hemodelandt
henot
ionofsy
stemat
ical
l
yvar
ying
consumersat
isf
act
ionmakesi
tpossi
blet
ofor
mul
atesomei
nter
est
ing
pr
edi
cti
onst
hathav
emanyi
mpl
i
cat
ionsf
ormar
ket
ing.Speci
fi
cal
l
y,t
he
hy
pot
hesi
sofsy
stemat
ical
l
yvar
yingconsumersat
isf
act
ionpr
ovi
desa
r
ati
onal
eforcont
inuousi
mpr
ovement
,yetr
einf
orcest
henot
iont
hatt
her
e
i
snosubst
it
utef
orhi
ghqual
i
tyandgoodv
alue.Thi
sfol
l
owsbecause
cust
omer
swi
l
ladaptt
hei
rexpect
ati
onsasi
mpr
ovement
sar
emade,unt
il
nodi
sconf
ir
mat
ionexi
sts.Whent
hisoccur
s,sat
isf
act
ioni
sbasedsol
ely
onexpect
ati
ons(
orper
for
mance)
.Thehi
ghert
heexpect
ati
onst
hatar
e
met
,thehi
ghert
hecust
omersat
isf
act
ionandpr
obabi
l
ityofr
epur
chase.

I
fsat
isf
act
ioni
sassumedt
obeasi
gni
fi
cantpr
edi
ctorofr
epur
chase
andswi
tchi
ngbehav
ior
,anot
heri
mpl
i
cat
ioni
sthati
fsat
isf
act
ionv
ari
es
wi
thdi
sconf
ir
mat
iont
oast
eadyst
ateorequi
l
ibr
ium l
evel
,thepr
obabi
l
ity
ofr
epur
chase and swi
tchi
ng wi
l
lbe af
fect
ed i
n a pr
edi
ctabl
e way
.
Mor
eov
er,
theposi
ti
vedi
sconf
ir
mat
ioncr
eat
edbyasur
pri
sef
act
orandi
ts
ef
fectonconsumersat
isf
act
ionandr
epur
chasepr
obabi
l
iti
eswi
l
ldi
ssi
pat
e
ov
ert
ime,whi
chi
mpl
i
est
hatswi
tchi
ngbehav
iorbecomesmor
epr
obabl
e
assat
isf
act
iondecr
eases.Anot
heri
mpl
i
cat
ioni
sthatt
hehy
pot
hesi
sof
sy
stemat
ical
l
yvar
ying consumersat
isf
act
ion mayof
feran al
ter
nat
ive
ex
planat
iont
othev
ari
ety
-seeki
ngphenomenon,ori
tmayev
enof
fera
r
ati
onal
eforv
ari
etyseeki
ng.Bot
hthev
ari
etyseeki
ngl
i
ter
atur
eandt
he
hy
pot
hesi
sofsy
stemat
ical
l
yvar
yingconsumersat
isf
act
ionpr
edi
ct—i
nthe
t
ypi
calcase—a decr
easi
ng mar
ginalut
il
it
y ofpr
oductconsumpt
ion.
Di
mini
shed sat
isf
act
ion wi
th onepr
oducti
sagood r
eason t
otr
yan
al
ter
nat
ive,
andi
tmi
ghtbedi
ff
icul
ttodi
scer
nwhet
herv
ari
etyseeki
ngora
desi
ret
oincr
easesat
isf
act
ioni
sthegoal
.
 TOSTUDYTHECUSTOMERSATI
SFACTI
ONOFVARI
OUS

TOPI
CSCOVEREDI
NTHENEW I
NDI
ANEXPRESS

I
n mar
ket
ing,cust
omeri
sver
y of
ten r
efer
red t
o as a “
King”
.

Cust
omer
sar
eval
uemax
imi
zer
s.Consumersat
isf
act
ioni
sdef
inedby

Webst
er’
sdi
cti
onar
yas:“
Ful
fi
ll
mentofaneedorwant
.“Sat
isf
act
ioni
sa

per
son’
sfeel
i
ngofpl
easur
eordi
sappoi
ntment
,resul
ti
ngf
rom compar
ison

ofapr
oduct
’sper
cei
vedandact
ualper
for
mancei
nrel
ati
ont
ohi
sorher

ex
pect
ati
ons.So,consumer
’ssat
isf
act
ioni
saf
unct
ionoft
hepr
oduct
’s

per
cei
vedper
for
manceandt
heconsumer
’sexpect
ati
on.

Sat
isf
act
ioni
sof
tenasubj
ect
ivephenomenonanddependsont
he

consumer
’s st
ate ofmi
nd bot
h att
he t
ime ofpur
chase and mor
e

i
mpor
tant
lyatt
het
imeofconsumpt
ion.I
tisi
mpor
tantbecausei
nal
arge

numberofcase,somedegr
eeofpostpur
chasedi
ssonancei
sev
ident

amongconsumer
s.

Manycompani
esar
eai
mingathi
ghsat
isf
act
ionbecausecust
omer
s

whoar
ejustsat
isf
iedf
indeasyt
oswi
tchwhenabet
terof
fercomesal
ong.

Thosewhoar
ehi
ghl
ysat
isf
iedar
emuchl
essr
eadyt
oswi
tch.I
nfact
,

emphasi
shasshi
ft
edf
rom mor
esat
isf
act
iont
odel
i
ghtofcust
omer
s.

Hi
ghsat
isf
act
ionordel
i
ghtcr
eat
esanemot
ionalaf
fi
nit
ywi
tht
hebr
and

andt
hesuppl
i
er,
notj
ustar
ati
onalpr
efer
ence.Ther
esul
tishi
ghcust
omer

l
oyal
ty.

Some of t
oday
’s most successf
ul compani
es ar
e r
aisi
ng

ex
pect
ati
onsanddel
i
ver
ingper
for
mancest
omat
ch.Thesecompani
esar
e

ai
mingf
orTot
al.
 Cust
omerSat
isf
act
ion(
TCS)
.Xer
ox,
forexampl
e,guar
ant
ees“
tot
al”

sat
isf
act
ion”andwel
lrepl
aceati
tsexpenseanydi
ssat
isf
iedcust
omer
’s

equi
pmentf
oraper
iodoft
hreey
ear
saf
terpur
chase.Ci
gnaadv
ert
ises

“
wel
lnev
erbe100% sat
isf
iedunt
ily
ouar
e,t
oo”
.AndoneofHonda’
s

adv
ert
isement
ssay
s,“
Oner
easonourcust
omer
sar
esosat
isf
iedi
sthat

wear
en’
t.“
Nissani
nvi
tespot
ent
iali
nfi
nit
ebuy
erst
odr
opbyf
ora“
guest

dr
ive”(
nota“
testdr
ive”
),si
ncet
heJapanesewor
dforacust
omeri
s

“
honour
edguest
”.

PROFI
TVERSUSCONSUMERSATI
SFACTI
ON:

Some wr
it
ers t
hink t
hat t
he busi
nessman’
s oper
ati
onal

i
nter
pret
ati
onor
ient
ati
onhasnotappr
oachedt
hephi
l
osophi
calmeani
ng

ofpr
omi
singcust
omersat
isf
act
ionast
heul
ti
mat
egoalofmar
ket
ing.

Accor
dingt
ooneoft
hem,“
Oneappar
entr
easoni
sthatt
heat
temptt
o

pr
ovi
decust
omersat
isf
act
ionmayconf
li
ctdi
rect
lywi
tht
hemostbasi
c

oper
ati
onalgoalofbusi
ness–t
oear
nasat
isf
act
ionr
ateofr
etur
noni
ts

shar
ehol
der
s’i
nvest
ment
”.

Al
though consumersat
isf
act
ion i
sthe basi
stenetoft
he

mar
ket
ing concept
,in pr
act
ice,t
he f
ir
ms do nott
end t
o‘maxi
mize’

consumersat
isf
act
ion.“
Ift
hatwast
hecase,
“asKot
lerhasv
erysucci
nct
ly

sai
d,”Companywoul
dsi
mpl
yput
outt
hebestpr
oductandser
vicei
nthe

wor
ld and pr
ice i
tbel
ow cost
.Ther
e byi
twoul
d cr
eat
e subst
ant
ial

cust
omersat
isf
act
ionbuti
twoul
dal
sobeoutofbusi
ness”
.Assuch,i
t

shoul
dbev
erycl
eart
oev
erycor
por
atemanagement
,weat
heroper
ati
ngi
n

t
hepubl
i
cort
hepr
ivat
esect
or,t
hatpr
ofi
tist
hebasi
ccondi
ti
onof,
as

di
sti
nctf
rom mot
iveandapar
tfr
om pr
ofi
teer
ing,
thecor
por
ateexi
stence,
st
abi
l
ityandgr
owt
h,notwi
thst
andi
nganysuggest
ionst
othecount
ry.I
f

pr
ofi
tasacondi
ti
onofbusi
nessi
sscar
if
iedatt
heal
terof‘
maxi
mum’

cust
omersat
isf
act
iont
hev
eryexi
stenceofbusi
nessand,t
her
eby
,ev
en

‘
mini
mum’
cust
omersat
isf
act
ion,
wil
lbet
hreat
ened.

cust
omersat
isf
act
ion expect
ati
ons ar
e of
ten r
efl
ect
ed i
nthei
r

sacr
if
icepr
epar
ednessi
nter
msormoneyagai
nstt
hei
rpr
oduct
s.Thi
smay

beknownbyacar
eful
l
ypl
annedconsumerpr
iceexpect
ati
on.

CHARACTERI
STI
CSOFACONSUMER_
OREANTEDORGANI
SATI
ON:

 Awr
it
tenconsumer
-basedmi
ssi
onst
atement
.

 Consumer
sar
eal
way
sputi
nfr
ont
.

 Thr
oughmar
ketandconsumerser
vicepl
anni
ng.

I
ntegr
ateappr
oachandpeopl
e’
sinv
olv
ement
.

 Commi
tmentt
oqual
i
tyofser
vice.

 Cust
omerr
esear
chandf
eedback

 Set
ti
ngandmoni
tor
ingser
vicest
andar
ds.

THECOMMI
TMENTTOCONSUMERSATI
SFACTI
ON:

Consumersat
isf
act
ion r
esear
ch i
s nei
therqui
ck noreasy
.Si
x

mont
hst
imel
apsef
rom dev
elopi
ngar
equestf
orapr
oposalt
orecei
vi
ng

t
hef
ir
stconsumersat
isf
act
ionr
ati
ngi
snotuncommon.A si
gni
fi
cant

commi
tmentofcompanyper
sonneli
s necessar
y,ev
en i
fan out
side

r
esear
ch company manages t
he i
nter
viewi
ng and anal
yse phases i
n

consumersat
isf
act
ion.
 Resear
ch i
s onl
ythe begi
nni
ng oft
he pr
ocess dedi
cat
ed t
o

i
mpr
ovi
ngconsumer
s’sat
isf
act
ion.Thegener
atesamongconsumer
san

ex
pect
ati
onf
ori
mpr
ovementt
hatmustbesat
isf
ied.Anef
for
toft
his

magni
tudeshoul
dbeunder
takenonl
yifmanagement
’sdesi
ret
olear
nis

st
rongandi
tscommi
tmentt
omaki
ngchangesi
ssubst
ant
ial
.

The r
esul
ts,howev
er,ar
einv
ari
abl
ywor
tht
he ef
for
t.Her
e ar
e

ex
ampl
es of how consumer
svi
ew t
he i
mpor
tance of ser
vice and

sat
isf
act
ion.

Thebal
lisi
nthei
rcour
t.I
ftheydor
ightbyme,t
heycanhav
emy

busi
ness.

Wear
ehappywi
tht
hewayt
heydobusi
ness,
sowegi
vet
hem mor
e

busi
ness.

Theyt
hinkt
heywi
l
lbear
oundwhenev
ery
oneel
sei
sgone,wheni
n

f
actt
heot
hercompani
esar
egoi
ngt
oputt
hem outofbusi
nesswi
th

consumerser
vice.

Theyl
i
ket
otel
lmehow goodar
ebutacompet
it
orcamei
nand

showedmehowgoodt
heywer
e.

Theywantt
hebusi
nessbuyt
heycan’
tgi
veust
heser
vice.

Thei
mmedi
ateconsequenceoft
hisphenomenoni
stheexposur
eof

ev
ent
hef
art
hestcor
ner
soft
hewor
ldt
other
api
dlyunf
oldi
ngev
ent
s

el
sewher
eint
hewor
ld.

Al
mostal
lpar
tsoft
hei
nhabi
tedwor
ldhav
etakent
o,t
houghi
n

v
ary
ingdegr
ee,newerway
soft
hinki
nganddoi
ngbusi
nessnecessi
tat
ed
most
ly by t
he i
ntense compet
it
ive spi
ri
tthat has mer
ged i
nthe

i
nter
nat
ional
aswel
last
hedomest
icmar
ketpl
ace.

Ar
ecentst
udyoft
hecor
por
atewor
ldcl
ear
lyest
abl
i
shest
hef
act

t
hatonl
ysuchoft
hosecor
por
ati
ons,whi
chhav
egi
vent
heconsumer
s

maxi
mum v
aluef
ort
hei
rmoney
,hav
esur
viv
edandf
urt
her
.Onl
ysuchof

t
hose compani
es t
hathav
e gone bey
ond t
he st
age ofsat
isf
ying t
he

consumer
s i
n t
o del
i
ght
ing t
hei
r consumer
s by exceedi
ng t
hei
r

ex
pect
ati
ons,
hav
ereal
l
ygr
ownbey
ondone’
wil
destdr
eams.

Ascr
uti
nyoft
hel
atestl
i
stofFor
tune500cl
ear
lypr
ovest
hispoi
nt.

Near
lyat
hir
doft
hecompani
esar
enew ent
rant
stot
heFor
tune500l
i
st

and t
heywer
enott
her
eear
li
erand good numberofcompani
est
hat

domi
nat
edt
hel
i
sti
nthe50’
sand60’
sar
econspi
cuousbyt
hei
rabsencei
n

t
hei
rli
stt
oday
.Thel
essont
hatal
lbi
gcor
por
ati
onsoft
hedev
elopedwor
ld

hav
elear
nti
nther
ecentpasti
sthatt
hei
ract
ivi
tyhast
obegear
edt
owar
ds

achi
evi
ngonegoest
hati
sin“
del
i
ght
ingt
heconsumer
”andnot
hingel
se.
 TOSTUDYTHECUSTOMERLOYALTYATTHENEW

I
NDI
ANEXPRESS

THELOYALCONSUMERASANASSET:

Thedel
i
ght
edconsumercanhav
easi
gni
fi
cant
lyt
hei
mpact
.The

del
i
ght
ed cust
omert
ell
s manyot
her
s and wi
l
lhav
e some degr
ee of

i
nfl
uence ov
er t
hem. Ther
efor
e, del
i
ght
ed consumer
s ar
e sound

i
nvest
mentandsomecompani
escl
ear
lyunderst
andt
hei
rimpact
.

Maki
ng consumer sat
isf
act
ion happen has si
gni
fi
cant

or
gani
zat
ionali
mpl
ement
ati
ons because ofst
rat
egi
c nat
ure.St
rat
igi
c

i
ssuesar
emar
ket
ingownedandt
her
efor
e,mar
ket
ingpl
aysacr
it
icalr
ole

i
nmaki
ngcust
omersat
isf
act
ion.Happen.Themar
ket
inghast
hreebasi
c

ownershi
prol
esi
nconsumerdel
i
ghtness.Thef
ir
sti
stomakeacust
omer

sat
isf
act
ion ast
rai
ght
en f
ocusoft
heor
gani
zat
ion.Thesecond i
sto

st
ruct
uret
heor
gani
zat
iont
omakei
tmor
eresponsi
vet
othev
oiceoft
he

consumer
.Thet
hir
dist
oal
i
gnt
heor
gani
zat
ionr
ewar
dandr
ecogni
ti
on

sy
stem wi
thi
tsconsumerf
ocus.

SOMECAUTI
ONSI
NMEASURI
NGCUSTOMERLOYALTY:

Whencust
omerr
atet
hei
rsat
isf
act
ionwi
thanel
ementoft
he

company
’sper
for
mance-
say
,del
i
ver
y-t
he companyneedst
orecogni
ze

t
hatcust
omerv
aryi
nhow t
heydef
inegooddel
i
ver
y.I
tcoul
dmeanear
ly

del
i
ver
y,on–t
imedel
i
ver
y,or
dercompl
eteness,andsoon.Yet
,ift
he

companyhadt
ospel
loutev
eryel
ementi
ndet
ail
,cust
omer
swoul
dfacea

hugequest
ionnai
re.
 Compani
esshoul
dal
sonot
ethatmanager
sandsal
espeopl
ecoul
d

mani
pul
atet
hei
rrat
ingsoncust
omersat
isf
act
ion.Anot
herdangeri
sthat

i
fconsumerknowst
hatt
hecompanywi
l
lgooutofi
tswayt
opl
ease

consumer
s,someconsumer
smayexpr
esshi
ghdi
ssat
isf
act
ion(
eveni
f

sat
isf
ied)i
nor
dert
orecei
vemor
econcessi
ons.

I
tisnotsuf
fi
cienti
fapr
oductenj
oysagoodmar
ketshar
e.I
fthe

companysi
tsback,onef
inedayi
tmi
ghtf
ind t
hatt
hemar
ketshar
e

enj
oyedbyi
twasonl
yami
ragecr
eat
edbyar
ti
fi
cialmar
ketcondi
ti
ons.I
tis

essent
ialf
orcompani
es t
o per
iodi
cal
l
yassess consumersat
isf
act
ion

l
evel
s and t
ake r
emedi
alact
ion i
f needed.Some i
ndi
cat
ors of a

sat
isf
act
ionl
evel
sandt
aker
emedi
alact
ioni
fneeded.Somei
ndi
cat
orsof

asat
isf
iedconsumerbasear
eexpl
ainedi
nfi
g.

 Repeator
der
sinacompet
it
ivemar
ket

 Aposi
ti
vewor
kofmout
href
erenceaboutt
hepr
oductt
oli
kel
yuser
sin

t
hei
ndust
ryr
esponset
hepr
oductr
ecei
vest
oanynewl
aunch

I
nter
estshownbyv
isi
tor
stot
hest
all
ini
ndust
ri
alexhi
bit
ions

 Br
andawar
enessandr
ecal
l
.Ift
hecust
omeri
sloy
al/sat
isf
ied,t
he

pr
oductwi
l
lbeont
het
opofhi
smi
nd.
 RESEARCHDESI
GNANDMETHODOLOGY

Mar
ket
ingr
esear
chi
sthesy
stemat
icdesi
gn,col
l
ect
ion,anal
ysi
s

and r
epor
ti
ng ofdat
aand f
indi
ng ofdat
aand f
indi
ngsr
elev
antt
oa

speci
fi
cmar
ket
ingsi
tuat
ionf
aci
ngt
hecompany
.

Resear
chPr
ocess:

Dat
afort
he pr
oposed st
udyon mar
ketpot
ent
ialf
ort
he mi
l
k

pr
oduct
sthr
oughami
xofdat
asour
cel
i
ke.

1. Pr
imar
ySour
ce

2. Secondar
ySour
ces.

Pr
imar
ySour
ce:

Thepr
imar
ydat
aar
ethosewhi
char
ecol
l
ect
edaf
reshandf
ort
he

f
ir
stt
imeandt
hushappenst
obeor
igi
nal
inchar
act
ers.

I
tis obt
ained ei
ther t
hrough obser
vat
ion or t
hrough di
rect

communi
cat
ionwi
tht
her
espondent
s.

Thus mar
ket
ing dat
a base i
s an or
gani
zed col
l
ect
ion of
compr
ehensi
vedat
aabouti
ndi
vi
dualcust
omer
,pr
ospect
sorsuspect
s

t
hati
scur
rent
,accessi
bleandact
ionabl
eformar
ket
ingpur
posesuchas

l
ead gener
ati
ons,l
ead qual
i
ficat
ion,sal
e ofa pr
oductorser
vice or

mai
ntenanceofr
elat
ionshi
p.

Sur
veyResear
ch:

Sur
vey
sar
ebestsui
tedf
orr
esear
ch.Compani
esunder
takesur
vey
s

t
olear
naboutpeopl
e’
sknowl
edge,bel
i
efs,pr
efer
ences,sat
isf
act
ion,and

soon,
andt
omeasur
ethesemagni
tudesi
nthegener
alpopul
ati
on.

Resear
chI
nst
rument
s:

Quest
ionnai
res:

Ent
ir
e dat
a col
l
ect
ed t
hrough quest
ionnai
res. A quest
ionnai
re

consi
stsofasetofquest
ionspr
esent
edt
orespondent
sfort
hei
ranswer
s.

Becauseofquest
ionnai
ref
lexi
bil
i
ty,t
hequest
ionnai
rei
sbyf
art
he

mostcommoni
nst
rumentusedt
ocol
l
ectpr
imar
ydat
a,quest
ionnai
res

needt
o becar
eful
l
ydev
eloped,t
est
edanddebuggedbef
oret
heyar
e

admi
nist
eredonal
argescal
e.

Fi
nal
l
yquest
ionnai
reshoul
dbesi
mpl
e,di
rect
,unbi
asedwor
dingand

shoul
dbet
est
edwi
thasampl
eofr
espondent
s.

Secondar
ySour
ces:
 Thesecondar
ydat
ameansdat
athati
sal
readyav
ail
abl
ei.
e.,t
hey

r
efert
othedat
a,whi
chhasal
readybeencol
l
ect
edandanal
yzedbysome

oneel
se.

I
t i
ncl
udes per
iodi
cal
l
y, magazi
nes, newspaper
s, company

newsl
ett
ers,r
epor
tsandbr
oacher
set
c.,t
hroughl
i
abi
l
iti
esandpr
evi
ous

pr
oject
sforgui
dance.

Sampl
i
ng:

I
tisanactofdr
awi
ngsampl
esf
rom abat
chonr
andom basi
s,

Sampl
i
ngmaybeast
hepr
ocessofobt
aini
ngi
nfor
mat
ionaboutanent
ir
e

popul
ati
onbyexami
ningonl
yapar
tofi
t.

Thesel
ect
ed r
espondent
sconst
it
utet
hesampl
eand sur
veyso

conduct
edi
ssampl
esur
vey
.

Sampl
edesi
gni
sadef
ini
tepl
anf
orobt
aini
ngasampl
efr
om agi
ven

popul
ati
on.

I
nconduct
ingt
hemar
ketsur
vey
,iti
sal
way
sal
i
nepr
obl
em t
o
col
l
ectt
hev
ari
ousdat
aandpr
obl
em anal
ysi
s.

Thedat
amaybecol
l
ect
edf
rom t
hewhol
epopul
ati
onofaspeci
fi
ed

ar
eaori
fanar
eai
stoowi
de,
sampl
esr
epr
esent
ingwhol
epopul
ati
on,
may

bechosenf
orandusedf
oranal
ysi
s.

I
nthi
ssur
veysampl
eof50cust
omer
swer
emetandar
epr
esent
ed

wi
thquest
ionnai
res,t
ofi
ndouthowf
art
heyar
esat
isf
iedwi
tht
hedeal
er

ser
vice.

Thei
nfor
mat
ioncol
l
ect
edbybot
hpr
imar
yandsecondar
ydat
a.

1.Meet
ingt
hecust
omer
sdi
rect
lycol
l
ect
edi
nfor
mat
ion.

2.Thr
oughmagazi
nesandnewspaper
s.
 STATI
STI
CALI
NFORMATI
ONOFNI
E

Adv
ert
isementRev
enue -
10Cr
oresperannum

Ci
rcul
ati
on -
3½l
akhsperdayi
nsout
h

Tur
nov
er -12.
5Cr
orespermont
h

Tur
nov
erf
or2002 -
120cr
ores

Tur
nov
erf
or2003 -
130cr
ores

Tur
nov
erf
or2004 -
150cr
ores

COMMUNI
CATI
ONI
NPUTS

OUTDOOR ELECTRONI
C OTHERS

Post
ers SMS Leafl
ets

Hoar
dings FM Radi
o HomeAds

Ci
nemasl
i
des TVscr
oll

Cal
lTaxi
’
s I
nter
netCaf
es

St
all
pop’
s

Banner
s

TECHNOLOGY

Thenew I
ndi
anexpr
essi
susi
ngav
erysophi
sti
cat
edt
echnol
ogy

andr
ecent
lyt
heyhav
eint
roduced“
STATEOFTHEARTTECHNOLOGY”

pr
int
ingmachi
nebei
nger
ect
edwi
tht
hehel
pofl
atestt
echnol
ogyf
rom

Ger
many
.
Sal
esf
igur
esofpast4y
ear
s

Br
iefdescr
ipt
ionofTheNewI
ndi
anExpr
ess:

TheNew I
ndi
anExpr
essi
spr
obabl
ythenewspapert
hatdoesnot

enj
oyahi
ghr
eader
shi
p01ci
rcul
ati
onbutf
oundal
lov
er-
Indi
a.I
nonewayi
t

canbecal
l
edanewspapert
hati
snat
ionalhav
ingt
her
egi
onalt
ouchwhi
ch

i
sanaddedadv
ant
age;
thepaperi
spopul
arf
ori
tspr
omot
ionsi
ndel
i
ver
ing

f
rank,sensat
ionalf
lashnews.Al
soi
nmanycasesi
tisr
esponsi
blef
ort
he

i
nvest
igat
orsr
epor
tsofscamsand ot
heri
ncl
udi
ng papergi
vescol
or
edi
ti
onsal
lthr
oughoutt
heweek.Thenumberofpagesal
sol
esst
hant
he

ot
herpaper
s.Themar
ket
ingact
ivi
ti
esar
eteam or
ient
edandt
hegener
all
y

cust
omer
sar
epeopl
ewhohav
emi
grat
edf
rom t
heot
herst
ates.

Theconst
it
uent
soft
henewspaperar
eint
hef
oll
owi
ngper
cent
age.

NEWS 57.
97

I
NFORMATI
ON 04.
63

ADVERTI
SEMENTS 35.
36

ENTERTAI
NMENT 02.
02

Thenewspaperhasanawar
enessof40%accor
dingt
othest
ati
sti
cs.
Pr
ofi
l
eofTheNewI
ndi
anExpr
ess

Name : TheNewI
ndi
anExpr
ess.

Language : Engl
i
sh

Est
abl
i
shed : 1949,
Mumbai

St
atusofNewspaper : Nat
ional

Headof
fi
ce : Expr
essEst
ate,

Mountr
oad

Chennai
-600002

Local
off
ice : 39-
21-
40.S.
No.25/
1

Madhav
adhar
a

Vi
shakapat
nam -
530007

TheEdi
tor : Vi
vekGoenka

Thepubl
i
sher : K.Ranganadham

Numberofpages(
avg) : 18

Pr
ice : Mon,
Thu,
Sat -
--
-1/
-Re

Tue,
Wed,
Fri -
--
-1.
50/
-

Sunday -
--
-5.
00/
-Rs

LocalCi
rcul
ati
on : 22,
340
Ot
herpubl
i
shi
ngcent
ers: Ahmedabad,
Bangal
ore,
New

Del
hi,
Bhubaneswar
,Pune,

Chandi
gar
h,

Chennai
,
Mumbai
,

Coi
mbat
ore,
Hyder
abad,

Vadodar
a,Kochi
,Kozhi
kode,

Madur
ai,
Tir
uvanant
hapur
am,

Vi
j
ayaWada.

LAYOUTOFTHENEW I
NDI
ANEXPRESSNEW’
SPAPER.

NI
Ecar
ri
esav
ari
etyoff
eat
uresev
erydayandt
her
ear
especi
al

i
temsi
nst
oref
oreachdayoft
heweeki
nor
dert
ost
udyt
hef
eat
urest
he

st
udycanbedi
vi
dedi
ntot
hest
udyoff
eat
urest
hatar
ecov
ereddai
l
yand

t
heot
herf
ort
hef
eat
urest
hatcomesonaspeci
fi
cday
.

Thet
opi
cscov
eredbyt
henewspaperf
oral
lday
soft
heweekar
eas

f
oll
ows.

Page01

I
nthef
ir
stpageofanynewspapernewst
hati
sofgr
eat
esti
nter
est

i
spubl
i
shedi
.e.
,l
atestnews,
flashnewset
c.appear
sint
hef
ir
stpage.The

f
ir
stpagecov
erst
henewsi
nthenat
ional
,int
ernat
ional
,regi
onall
evel
s

dependi
ngont
hei
mpor
tance.
Weat
herRepor
t:

Weat
heri
simpor
tantf
act
ort
obeconsi
der
edbef
orest
art
ingany

i
mpor
tantwor
kfort
heday
.Hencer
epor
tisgi
veni
nthef
ir
stpage.

Adv
ert
isement
s:

Anadv
ert
isementi
sgi
veni
nther
ightsi
debot
tom cov
eroft
hef
ir
st

page.Thi
sadv
ert
isementi
sgener
all
yper
tai
ningt
othel
ocaluni
tsand

publ
i
shedr
espect
ivel
yfr
om t
hecov
erspendi
nguni
ts.

I
nBr
ief
:

I
nthel
eftcor
neroft
hef
ir
stpaget
hedi
ff
erentnewsar
egi
veni
n

br
ief
.

Page02

I
nthepage2t
henewspaperl
eisur
e’sandl
i
sti
ngshav
ebeengi
ven.

Spi
ri
tual
i
ty-
prosper
it
y:

Thi
s par
tdeal
s wi
th di
ff
erentaspect
s oft
he spi
ri
tual
i
ty and

pr
osper
it
y.

Ony
ourscr
eent
oday
:

I
nthi
sti
meenabl
eatt
hev
ari
ousmedi
achannel
sar
egi
venl
i
ke

ent
ert
ainment
,spor
ts,
mov
ieset
c.
Page03&04

Ci
ty/
Regi
onalnews:

The news f
rom t
he ci
ty and l
ocal ar
eas i
n and ar
ound

v
ishakapat
nam i
scov
eredi
nthi
spage.Thenewsper
tai
ningt
opol
i
tics,

i
nfr
ast
ruct
ure,r
epor
ts of r
egi
onalf
est
ivalf
unct
ions et
c ar
e gi
ven

i
mpor
tance.Thet
opi
csl
i
keci
tynot
esand cr
imebeatnewsar
eal
so

pr
int
edi
nthi
spage.

Adv
ert
isement
s:

The adv
ert
isement
s per
tai
ning t
othe l
ocaledi
ti
on and l
ocal

appoi
ntmentcl
assi
fi
edset
car
epr
int
edi
nthi
spage.

Page05

St
ate:

Thenewsper
tai
ningt
othest
ateasawhol
ear
epr
int
edi
nthi
spage

Page06,
07&10

Nat
ion:

Thenewsf
rom t
henat
ionall
evel
sasawhol
ear
epr
int
ed.News

per
tai
ningt
othev
ari
ouspar
tsoft
hewor
ldasawhol
eispr
int
edher
e.
Page08&09

Ar
ti
cles:

Ar
ti
clesar
epubl
i
shedi
nthecent
erpagesofanynewspaper
.Thi
s

f
aci
l
itat
eseasyr
eadi
ng.Thear
ti
cl
eswr
it
tenbypr
omi
nentaut
hor
sfr
om t
he

concer
nedf
iel
dissel
ect
edf
orpubl
i
shi
ngact
ivi
ty,t
heact
ivi
tyt
hatper
tai
n

t
othepr
esentscenar
ioi
stakenf
orpr
int
ing.

Let
ter
stot
heedi
tor
:

Cor
respondi
ng i
swher
eanyci
ti
zen orr
eadercan expr
esst
hei
r

v
iewsaboutt
hear
ti
clesandedi
tor
ial
spubl
i
shedi
nthenewspaper
s.

Edi
tor
ial
s:

Theedi
tor
ialf
oranynewspaperi
sli
ket
hehear
tandv
oiceofi
t.I
tis

t
heedi
tor
ial
wher
etheedi
torexpr
esseshi
svi
ewsandi
deas.

Voi
cesoft
oday&y
est
erday
s:

The v
oices of wel
l known peopl
e l
i
ke pol
i
tici
ans et
c and

compar
isonsoft
hei
rwor
dsatpr
esentandpr
evi
ous.

I
ndi
avar
thai
nter
netpol
l
:

Ther
eader
swi
l
lbegi
venwhet
herquer
iest
opol
lthei
rwaywhet
her

t
heyagr
eeornott
othepar
ti
cul
ari
deasandquest
ions.
Page11

Wor
ld

Thenewsf
rom t
hei
nter
nat
ionall
evelasawhol
ear
epr
int
edi
nthe

paget
henewsper
tai
ningt
othei
nter
nat
ionalf
rom v
ari
ouspar
tsasa

whol
ear
epr
int
edi
nthi
spage.

Page12

Thei
nfor
mat
ionr
egar
dingdi
ff
erentmar
ketandt
hei
rmar
ketv
alv
es

hav
ebeengi
veni
nthi
spage.

Page13

Busi
nessExpr
ess

Thenewsf
rom al
lthebusi
nesssect
ori
spubl
i
shedi
nthesepages

andal
sot
hest
ockmar
ketnewssgi
venduei
mpor
tance.

Onshor
e&ofshor
e

Thei
nfor
mat
ionr
egar
dingnat
ional
andi
nter
nat
ional
busi
ness.

Page14,
15,
16

Spor
ts:

Nat
ional
:Thespor
tsnewsatt
henat
ionall
evelandt
her
evi
ewsar
e

pr
int
edi
nthi
spage.
 I
nter
nat
ional
:Thel
ateni
ghtspor
ts,
otheri
nter
nat
ionalspor
tsev
ent
s

et
c.ar
epr
int
edi
ntheupperhal
foft
hepage.

Adv
ert
isement
s:

Thel
astpagei
sal
lal
l
ocat
edt
oadv
ert
isement
sasi
nthecaseoft
he

f
ir
stpage.

SUPPLI
MENTS

Sunday
:

Sundayt
heNI
Ecal
l
edast
heSundayExpr
essandt
hef
eat
ureswi
l
l

r
emai
nthesameasor
dinar
yday
.

Cl
assi
fi
edr
eaderser
vices:

Cl
assi
fi
edsar
eadv
ert
isement
sthatar
echangedaccor
dingt
othe

wor
dsi
ntheadv
ert
isement
sint
hecl
assi
fi
edadv
ert
isement
sther
ear
e

gener
alempl
oyment
,realest
ate,aut
omot
ive,r
ent
albusi
ness of
fer
s,

f
inanceandeducat
ionadv
ert
isement
s.

Li
femat
es

Theadv
ert
isement
sregar
ding t
hemat
ri
moni
alar
egi
ven i
nthi
s

page.

Magazi
nes

The i
nter
est
ing news r
egar
ding t
he i
nsi
ght(
news &i
nfor
mat
ion

r
egar
dingt
hewel
lknownper
sons)booksl
i
ter
atur
eper
sonalf
inanceand
sci
ence/
col
ony

Monday : Excel

Tuesday : Woman’
sli
fe&heal
th

Wednesday: Vi
bes

Thur
sday : Spor
ts&l
eisur
e

Fr
iday : Yout
hexpr
ess

Sat
urday : Weekend
1.
BASEDONOCCUPATI
ON

SAMPLESI
ZEN=100

Tabl
eNo:
5.1

s.
no Occupat
ion THE THENEW DECCAN Tot
al

HI
NDU I
NDI
AN CHRONI
CLE

EXPRESS

I
n % I
nNo. % I
nNo. I
% I
n %

No. No.

1 Empl
oyee 13 13 06 06 05 05 24 24

2 St
udent 23 23 11 11 15 15 49 49

3 Busi
ness 10 10 04 04 06 06 20 20

4 Pr
ofessi
on 03 03 02 02 02 02 07 07

TOTAL 49 49 23 23 28 28 100 100

1.BASEDONOCCUPATI
ON

Fi
gur
eNo:
5.1

Fr
om t
het
abl
eandf
igur
e5.
1.cani
nter
prett
hatt
hemaj
ori
tyoft
he

subscr
iber
s when cl
assi
fi
ed on t
he basi
s ofoccupat
ion orst
udent
s

concl
udi
ng 49% of t
he t
otalsampl
ethen comes empl
oyees wi
th

24%,
busi
nessmenwi
th20%andpr
ofessi
onal
swi
th07%r
espect
ivel
y
2.
BasedOnReader
shi
p

SAMPLESI
ZEN=100

Tabl
eNo:
5.2

Name of t
he .
SNo No.of I
n%
paper subscr
iber
s

1 TheHi
ndu 48 48%

2 TheNewI
ndi
anExpr
ess 24 24%

3 DeccanChr
oni
cle 28 28%

Tot
al 100 100%
2.
BasedOnReader
shi
p

Fi
gur
eNo:
5.2

Fr
om t
het
abl
eandf
ig.5.
2.cani
nter
prett
hatt
hel
argestr
eader
shi
p

i
nthesampl
eiscont
ri
but
ingbyHi
ndusubscr
iber
swi
th48%t
henDeccan

Chr
oni
cl
ewi
th28%andTheNewI
ndi
anExpr
esswi
th24%r
espect
ivel
y
3.
BasedOnLoy
alt
y

SAMPLESI
ZEN=100

Tabl
eNo:
5.3

SNo Nameoft
hepaper <2y
ear
s 2-
5year
s >5y
ear
s

1. TheHi
ndu 10 14 24

2. The New I
ndi
an 06 12 07

Expr
ess

3. DeccanChr
oni
cle 08 10 10
3.
BasedOnLoy
alt
y

Fi
gur
eNo:
5.3

Fr
om t
het
abl
eandf
ig.5.
3,cani
nter
prett
hatt
hel
oyal
tyofTheHi
ndu

subscr
iber
sar
ehi
ghast
hel
argestpar
ttheyar
econt
ri
but
ingi
nabov
e5

y
ear
sar
eaandt
hen deccanchr
oni
cl
ewi
th35% oft
hei
rsubscr
iber
sin

abov
e5y
ear
sar
eaandTheNewI
ndi
anExpr
essi
snowgai
ningi
tsboom

nowr
espect
ivel
y
4.
Whatdoy
oupr
efermosti
nthenewspaper
?

Tabl
eNo:
5.4

SAMPLESI
ZEN=100

S Nameoft
heAr
ti
cle TheHi
ndu NI
E D.
C t
otal
No
I
nNo. % I
n % I
n % I
n %

No. No. No.

1. News 24 24 08 08 08 08 40 40

2. Ent
ert
ainment 13 13 10 10 12 12 35 35

3. Spor
ts 11 11 06 06 08 08 25 25

Tot
al 100
4.
Whatdoy
oupr
efermosti
nthenewspaper
?

Fi
gur
eNo:
5.4

Fr
om t
het
abl
eandf
igur
e5.
4cani
nter
prett
hatt
hemor
eno.of

subscr
iber
sar
ereadi
ngdeccanchr
oni
cl
eandTheNewI
ndi
anExpr
essf
or

ent
ert
ainmentandspor
tspur
posesandr
eadi
nghi
nduf
ornewspur
pose

r
espect
ivel
y
 5.
Howdoy
our
atet
hef
oll
owi
ngnewspaper
sbasedon

Tabl
eNo:
5.5

SAMPLESI
ZEN=100

Name Qual
i
ty Packi
ng Av
ail
abi
l
ity Pr
ice
oft
he

paper good Av
g bad Good av
g bad Good av
g bad cost
ly Val
ue Economi
cal

f
or

t
he

cost

Hi
ndu 40 06 02 38 08 02 36 10 02 10 20 18

Ni
e 08 10 06 12 08 04 13 07 04 06 12 06

d.
c 09 10 09 10 12 06 12 12 04 08 10 10
5.BasedonQual
i
ty,
Packi
ng,
Avai
l
abi
l
ity

Fi
g.No:
5.5

Basedonqual
i
ty:

Fr
om t
he t
abl
eandf
igur
e5.
5cani
nter
prett
hatt
heno.ofsubscr
iber
s

ex
pressi
ng good aboutqual
i
ty ar
e mor
ein hi
ndu and t
hen deccan

chr
oni
cl
eandTheNewI
ndi
anExpr
essr
espect
ivel
y
BasedonPacki
ng:

Fr
om t
het
abl
eandf
ig.5.
5cani
nter
prett
hatt
heno.ofexpr
essi
ng

goodaboutpacki
ngar
emor
einhi
nducont
ri
but
ing70% oft
het
otalof

hi
nduanddeccanchr
oni
cl
ewi
th60% andTheNew I
ndi
anExpr
esswi
th

50%r
espect
ivel
y.

BasedonAv
ail
abi
l
ity
:

Fr
om t
het
abl
eandf
ig.5.
5.cani
nter
prett
hatt
heno.
ofexpr
essi
ng

goodaboutav
ail
abi
l
ityar
emor
einHi
nducont
ri
but
ing82%oft
het
otalof

TheHi
nduandTheNew I
ndi
anExpr
ess45% andDeccanChr
oni
clewi
th

56%r
espect
ivel
y.
5.
5.a.BasedonPr
ice:

Fi
g.No:
5.5.
a

BasedonPr
ice:

Fr
om t
he t
abl
e and f
ig.5.
5.a.can i
nter
pret t
hat t
he no.
of

Respondent
sexpr
essi
ngv
aluef
ort
hecostaboutpr
icear
emor
einHi
ndu

cont
ri
but
ing41%oft
het
otalofHi
nduandDeccanChr
oni
clewi
th38%and

TheNewI
ndi
anExpr
esswi
th36%r
espect
ivel
y.
6.
BasedonModesofcommuni
cat
ion:

Tabl
eNo:
5.6

SAMPLESI
ZEN=100

SNo Modesof TheHi

ndu TheNew Deccan
Communi
cat
ion Indi
an Chroni
cle
Express

1. Adv
ert
isement 30 37 33

2. Hoar
dings 39 32 29

3. Per
sonal
Sel
l
ing 28 39 33

4. Sal
esPr
omot
ion 30 36 35
BasedonModesofcommuni
cat
ion:

Fi
g.No:
5.6

ModesofCommuni
cat
ion:

Fr
om t
he t
abl
e and f
ig.5.
6.can i
nter
prett
hatt
he modes of

communi
cat
ionar
ever
yef
fect
ivei
nNewI
ndi
anExpr
esswi
thmor
eef
for
t

onper
sonalsel
l
ingandsal
espr
omot
ioncont
ri
but
ingabov
e72%,t
hen

Hi
ndui
sef
fect
ivei
nhoar
dingswi
thabov
e52% andDeccanChr
oni
clei
s

cont
ri
but
ingal
lthemodesofcommuni
cat
ionev
enl
yrespect
ivel
y.
7.BasedonmodesofPur
chase

Tabl
eNo:
5.7

SAMPLESI
ZEN=100

SNo ModesofPur
chase TheHi
ndu TheNew Deccan
I
ndi
an Chroni
cle
Expr
ess

1. DoorDel
i
ver
y 43 21 22

2. Dai
l
yPur
chase 05 03 06
BasedonmodesofPur
chase

Fi
g.No:
5.7

ModesofPur
chase:

Fr
om t
het
abl
eandf
ig.5.
7.cani
nter
prett
hatt
hemai
nmodesof

pur
chaseofal
lthepaper
sar
edoordel
i
ver
ycont
ri
but
ingamaj
or%of94%

i
n Hi
ndu,91% i
n New I
ndi
an Expr
ess and 87% i
n Deccan Chr
oni
cle

r
espect
ivel
y.
 SUMMARYANDSUGGESTI
ONS

SUMMARY:

The si
gni
fi
cance ofAdv
ert
isi
ng and Communi
cat
ion i
ntoday
’s

scenar
iocannotbeov
erl
ooked.Mar
ket
ingMi
xincl
udest
hef
ourPsl
i
ket
he

Pr
oduct
,Pr
ice,Pl
ace,and Pr
omot
ionwhi
chpl
aysamaj
orr
olei
nthe

mar
ket
.Mar
ket
ingMi
xdeci
si
onsmustbemadef
ori
nfl
uenci
ngt
het
rade

channel
saswel
last
hef
inal
consumer
s.

I
nthepr
esentst
udyi
tisobser
vedt
hatt
hesubscr
iber
srat
ingof

NewI
ndi
anExpr
essi
ncompar
isonwi
tht
hecompet
it
orswassat
isf
act
ory
.

Thecompanyhasf
oll
owedt
hepr
ocedur
ewhi
chi
ncl
udedal
lthef
ourPsi
n

accor
dancewi
tht
her
ulesandr
egul
ati
ons.Awar
enessoft
hepeopl
ewas

t
racedt
hroughi
nfor
mali
nter
views.Thescopeofgr
owt
hoft
heempl
oyees

i
sthr
oughacombi
nat
ionofexper
ienceandmer
itwhi
chi
sachal
l
engi
ng

phasef
ort
hecompany
.Itwasal
sof
oundt
hatt
henewspaperhasnotl
ost

i
tsi
mpor
tancewi
tht
her
api
d dev
elopmentofot
hermedi
aand many

r
esponded t
hat newspaper
s hav
e become t
he f
ood f
or upgr
adi
ng

knowl
edge.
SUGGESTI
ONS:

1.Fr
equentsur
vey
scanbeconduct
edt
oknowt
hel
evel
sofawar
eness

i
npeopl
einopi
nionandaboutt
hecompanyposi
ti
oni
nthemar
ket
.

2.Hotnewscanbegi
veni
mmedi
atel
ywhi
chcanmaket
hecompany

st
andout
.

3.Thecont
entandqual
i
tyoft
hepaperhast
obeenhanced.

4.Reader
’spr
eferv
ari
ety
,socar
emustbet
akent
odr
iveout

Monot
ony
.

5.New t
echnol
ogyhast
obeadopt
edi
nor
dert
ohav
ecompet
it
ive

edge.

6.Di
str
ibut
ionchannel
shav
etobemoni
tor
edt
hor
oughl
y.

7.Saf
ety pr
ovi
sions ar
e mai
ntai
ned wel
land f
lexi
bil
i
tyt
o make

changeswi
tht
het
imel
yrequi
rement
sisbei
ngsuggest
ed.
 BI
BILOGRAPHY

1.PHI
LIPKOTLER

“
MARKETI
NGMANAGEMENT”1994

PRENTI
CEHALLSOFI
NDI
APv
t.Lt
d.,NEWDELHI
.

2.CHATTERJEEB.
K.

“
MARKETI
NGMANAGEMENT”1984

JAI
COPUBLI
SHI
NGHOUSE,NEW DELHI
.

3.GANDHIJ.
C.

“
MARKETI
NG–AMANAGERI
ALI
NTRODUCTI
ON”1991

TATAMC.
GRAWHI
LLPUBLI
SHI
NGCOMPANYLt
d.

NEW DELHI
.

4.LATI
FFTA.
A.

“
PRI
NCI
PLES&PRACTI
CESOFMARKETI
NINDI
A”1968

KI
TBAGMAHAN,
ALLAHABAD.

5.PHI
LIPKOTLER&GRAYARMSTRONG

“
PRI
NCI
PLESOFMARKETI
NG”1992

PRENTI
CEHALLOFI
NDI
APv
t.Lt
d.,NEWDELHI
.

6.RAMASWAMIV.
S&NAMAKUMARI
.S.
 CONTENTS
PageNo.
CHAPTER–1 1-
16
I
NTRODUCTI
ON

 Int
roductiont
onewspapers
 Origi
nofnewspaper s
 Importanceofnewspapers
 Needf orthest
udy
 Scopeoft hestudy
 Presentscenari
oofthenewspaperi
ndust
ry
 Limit
ations

CHAPTER-2 17-
27
COMPANYPROFI
LEOFTHENEW I
NDI
ANEXPRESS

 Organi
sationchartofthenewi ndianexpress
 Visi
onandmi ssi
onofthenewi ndianexpress
 Thenewi ndianexpresssai
lentfeatur
es
 I
ndustrystructur
eofthenewi ndianexpress
 Achiev
ement sandawar dsofthenew i ndianexpr
ess

CHAPTER–3 28-
38
OBJECTI
VESOFTHESTUDY

 Import
anceofcustomersati
sfacti
oninnewspaperindustr
y
 Tostudythecust
omersatisf
actionofVar
ioustopi
cscov er
ed
i
nthenewi ndi
anexpr
ess
 Tostudythecust
omerloyali
tyatthenewindi
anexpress

CHAPTER–4 39-
42

RESEARCHDESI
GNANDMETHODOLOGY

CHAPTER–5 43-
53

STATI
STI
CALI
NFORMATI
ONOFTHENEW I
NDI
ANEXPRESS

CHAPTER–6 54-
72

ANALYSI
SANDI
NTERPRETATI
ONS

CHAPTER–7 73-
80

SUMMARYANDSUGGESTI
ONS
BI
BILOGRAPHY
QUESTIONNAI
RE
 ASTUDYON
CUSTOMERSATI
SFACTI
ON
Wit
hspeci
alr
efer
enceto
THENEW I
NDI
ANEXPRESS,VISAKHAPATNAM

Apr
ojectRepor
tsubmi
tt
edt
otheAndhr
aUni
ver
sit
y,Vi
sakhapat
nam I
npar
ti
al
f
ulf
il
lmentf
ort
heAwar
doft
hedegr
eeof

MASTEROFBUSI
NESSADMI
NSTRATI
ON

Submi
tt
edBy
S.RAMASEKHARARAO
(
REGD.No.2035421034)

Undert
hegui
danceof
Mr
.A.
V.NAGESWARARAO,
M.
B.A.
,P.
G.D.
I.
B.,
Facul
tyMember

SRISRI
NIVASAVI
DYAPARI
SHAD
COLLEGEOFMANAGEMENTSTUDIES
(
Aff
il
iat
edtoAndhr
aUni
ver
sit
y&Appr
ovedbyA.I
.C.
T.E)
VI
SAKHAPATNAM
2003-
2005
 CERTIFICATE

Thi
sist
ocer
ti
fyt
hatt
hepr
ojectwor
kent
it
led,“
ASTUDYON
CUSTOMER SATI
SFACTI
ON”wi
th speci
alr
efer
ence t
o THE NEW
I
NDI
ANEXPRESSi
sabonaf
iedwor
kdonebyMr
.S.RAMASEKHARA
RAO Undermy gui
dance and submi
tt
ed t
he same t
othe SRI
SRI
NIVASAVI
DYAPARI
SHADCOLLEGEOFMANAGEMENTSTUDI
ES,
i
n Par
ti
alf
ulf
il
lmentf
ort
he awar
d ofMASTER OF BUSI
NESS
ADMI
NSTRATI
ONDEGREE.

Pl
ace :Vi
sakhapat
nam Mr
.A.
V.NAGESWARARAO,
M.
B.A.
,P.
G.D.
I.
B.,
Dat
e: Facul
tyMember
S.
S.V.
PCol
l
egeofManagementSt
udi
es
 DECLARATION

I
,her
ebydecl
aret
hatt
hePr
ojectwor
kent
it
led,
“ASTUDYON
CUSTOMER SATI
SFACTI
ON”wi
th speci
alr
efer
ence t
o THE NEW
I
NDI
AN EXPRESS,VI
SAKHAPATNAM submi
tt
edbymet
otheSRI
SRI
NIVASAVI
DYAPARI
SHADCOLLEGEOFMANAGEMENTSTUDI
ES,
VI
SAKHAPATNAM i
smyownandi
tisnotbeensubmi
tt
edt
oany
ot
heri
nst
it
ute/Uni
ver
sit
yfort
heawar
d ofdegr
ee/Di
ploma/
Fel
l
owshi
porot
heranysi
mil
art
it
le.

Pl
ace:
Visakhapat
nam S.RAMASEKHARARAO

Dat
e:
 ACKNOWLEDGEMENT

Iwi
sh t
o expr
ess mysi
ncer
ethanks t
o Sr
iS.
P.Rav
indr
a
cor
respondentand Sr
iHar
agopal
,di
rect
or,S.
S.V.
P.col
l
ege of
managementst
udi
esf
orgi
vi
ngmeper
missi
ont
odopr
ojectwor
kat
TheNewI
ndi
anExpr
ess,
Visakhapat
nam.

Ial
soexpr
essmysi
ncer
egr
ati
tudet
oMr
.A.
V.Nageswar
aRao,
whoi
nspi
redmedur
ingmyext
ensi
ver
esear
chi
nthi
sar
eaand
ext
endedherconst
ruct
ivegui
danceandconst
antsuper
visi
onwhi
ch
i
sofi
mmensehel
ptomei
nthesuccessf
ulcompl
eti
onoft
hest
udy
.

Iam v
erymuchgr
atef
ult
oMr
.JACOB,
Mar
ket
ingManager
,The
NewI
ndi
anExpr
ess,
Visakhapat
nam f
orgi
vi
ngmeoppor
tuni
tyt
odo
pr
ojectwor
katTheNewI
ndi
anExpr
ess.

Wor
dswoul
dnev
erbeadequat
etoexpr
essmygr
ati
tudet
omy
par
ent
sandf
ri
endsbecausewhat
everIam andwhat
everIdoi
sa
r
esul
toft
hei
rper
sev
erancei
nmoul
dingme.

Pl
ace:
Visakhapat
nam
Dat
e: S. RAMA SEKHARA RAO
CHAPTER–1
I
NTRODUCTI
ON
I nt
roductiont
onewspapers
 Origi
nofnewspaper s
I mportanceofnewspapers
 Needf orthest
udy
 Scopeoft hestudy
 Presentscenar i
o ofthenewspaper
i
ndustry
 Limit
ations
CHAPTER-2
COMPANYPROFI
LEOFTHENEW I
NDI
ANEXPRESS
o Organi
sationchartofthenewi ndianexpress
o Visi
onandmi ssi
onofthenewi ndianexpress
o Thenewi ndianexpresssai
lentfeatur
es
oIndustrystructur
eofthenewi ndianexpress
o Achiev
ement sandawar dsofthenew i ndianexpr
ess
CHAPTER-3
OBJECTI
VESOFTHESTUDY
Impor tance ofcustomersat i
sfacti
on in
newspaperindustr
y
 To st udy t
he customersatisf
act i
on of
Vari
oust opicscoveredi
nt henew I ndi
an
Express
 Tost udythecustomerloyal
it
yatt henew
i
ndianexpress
CHAPTER-4
RESEARCHDESI
GNANDMETHODOLOGY
CHAPTER-5
STATI
STICALI
NFORMATI
ONOFTHENEW I
NDI
AN
EXPRESS
CHAPTER-6
ANALYSI
SANDI
NTERPRETATI
ONS
CHAPTER-7
SUMMARYANDSUGGESTI
ONS

BI
BILOGRAPHY

REFERENCES
Bi
bli
ogr
aphy