SYNOPSIS

On

“A STUDY ON CONSUMER SATISFACTION TOWARDS SPOTIFY TECHNOLOGY

S A. (DIGITAL MUSIC SERVICE) WITH SPECIAL REFERENCE TO NAGPUR
CITY USERS”.

Submitted to

RASHTRASANT TUKADOJI MAHARAJ NAGPUR UNIVERSITY, NAGPUR

IN PARTIAL FULFILLMENT FOR THE AWARD OF THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by

Miss. Gayatri Gohate

Project Guide

Dr. Bhavana Khapekar

Head of Faculty commerce L.A.D College for Women Nagpur

Faculty of Commerce & Management

L.A.D. COLLEGE FOR WOMEN OF ARTS, COMMERCE& SCIENCE &

Smt. R.P. COLLEGE OF H.SC& H.SC. TECHNOLOGY, NAGPUR

2023-24
 CONTENT

1. INTRODUCTION
2. REVIEW OF LITERATURE
3. RESEARCH METHODOLOGY
4. STATEMENT OF PROBLEM
5. OBJECTIVES OF RESEARCH
6. HYPOTHESIS OF RESEARCH
7. NEED FOR STUDY
8. LIMITATIONS OF STUDY
9. CHAPTERISATION
BIBLIOGRAPHY

INTRODUCTION
Customer satisfaction is the measure of how the needs and responses of the customers are
fulfilled to meet the customer expectation. It is a concept which measures how products
and services produced/manufactured by a company are perceived by the customers.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals." Customer satisfaction can act as a benchmark for all
consumer purchase intentions and loyalty. An organization’s focus must be to satisfy its
customers. This applies to firms, retail and wholesale businesses, all government
companies and its subsidiaries, service companies, non-profit organizations (N.G.O), and
every subgroup within an organization. Some important questions to ask when
establishing customer satisfaction: 1 Who are the customers? And what does it take to
satisfy them? What changes should organizations make to fulfil customer demands?
Organizations should not assume they know customer wants and needs. Instead, it is
important to understand the needs and desire of the customer, with the help of customer
surveys, focus groups, questionnaires and polling. These tools help organizations gain
detailed thorough insights as to what their customers wants and better modify and
customize their services or products to compete with their counterparts and meet

customer expectations. Customer satisfaction plays a very significant role within a

business. It’s the basic prerequisite which shows how the product has performed,
identifies unhappy customers, and increases revenue; it is also a unique aspect that helps
you to attract new customers when competing with other businesses. Customer
satisfaction is one of the major reasons behind failing products and failing businesses. It
analyses the experience a customer has with the firm/company and how it meets the
expectations. As the saying goes - Customer is King, hence the perception of the
consumer cannot be ignored.
 INDUSTRY PROFILE
‘Audio streaming ‘refers to the technology that allows audio content, such as music, radio
shows, and podcasts, to be transmitted over the internet in real time. Audio streaming
involves the continuous transmission of audio data from a server to a user's device, allowing
users to listen to audio content without having to download the entire file first.

Audio streaming can be delivered through various platforms, such as websites, mobile apps,
and smart speakers. There are different types of audios streaming services, including on-
demand streaming and live streaming. On-demand streaming services allow users to access a
vast library of audio content, while live streaming services provide real-time access to live
audio broadcasts such as concerts, sporting events, and news broadcasts.

COMPANY PROFILE

‘Spotify’ is a Swedish audio streaming and media service provider founded on 23 April 2006
by Daniel Ek and Martin Lorentzen. It is one of the largest music streaming service
providers, with over 602 million monthly active users, including 236 million paying
subscribers, as of December 2023.Spotify is listed through a Luxembourg City-domiciled
holding company, Spotify Technology S.A. on the New York Stock Exchange in the form of
American depositary receipts.

Spotify offers digital copyright restricted recorded audio content, including more than 100
million songs and five million podcasts, from record labels and media companies. As a
freemium service, basic features are free with advertisements and limited control, while
additional features, such as offline listening and commercial-free listening, are offered via
paid subscriptions. Users can search for music based on artist, album, or genre, and can
create, edit, and share playlists.

Spotify is available in most of Europe, as well as Africa, the Americas, Asia, and Oceania,
with a total availability in 184 markets.

Unlike physical or download sales, which pay artists a fixed price per song or album sold,
Spotify pays royalties based on the number of artist streams as a proportion of total songs
streamed. It distributes approximately 70% of its total revenue to rights holders (often record
labels), who then pay artists based on individual agreements. While certain musicians have
voiced objections to Spotify's royalty structure and its effect on record sales, others laud the
service for offering a lawful option to combat piracy and for remunerating artists each time
their music is played.

REVIEW OF LITERATURE

 . Li, Jing ting. (2022) S Korea. Analysis of The Trend of Spotify. this paper
concludes that the main problems of Spotify's current business model are as follows:
only relying on a single advertising and subscription fees revenue model has been
unable to meet the needs of enterprise management costs. as the competition among
music-streaming services intensifies, Spotify must be able to provide users with music
that is more satisfying to their tastes. Therefore, to solve these problems in the future.

 Suwarni, Andi & Sarika, Dewi & Ika, Andi. (2023). Enhancing Students’ Listening
Skill by Spotify Application. Listening cannot be separated from all activities, but
most of the teacher does not pay attention the student's ability to listen and that can
affect students' ability in English especially when they want to talk to other people but
don’t understand what is being said otherwise because they lack in listening. The
objective of the study is to find out Spotify podcast application able to enhance the
students’ listening skill. It can be concluded that Spotify podcast application can
enhance the students’ ability in listening skills.

 Phillu, Philomina & Sultana, Thameena. (2024). Impact of Online Audio Streaming
Platforms on Youths. It is found from the study that youth are agree with most of the
time on online audio streaming platform and they satisfied with listening music on
audio streaming applications.

 Aprilia, Putri & Krisna Wati, Wenti. (2024). Factors that Influence the Decision to
Purchase Spotify Premium Services. Conclusions and Implications - Advertising
creativity and perceived value have a significant positive effect on purchasing
decisions for Spotify Premium services. Meanwhile, visual merchandising and e-
 service quality have no effect. So, to increase purchases of premium Spotify services,
Spotify can increase advertising creativity and perceived value.

INTRODUCTION TO RESEARCH METHODOLOGY

The process used to collect information and data for the purpose of making business
decisions. The methodology may include publication research interviews, surveys and other
research techniques and could include both present and historical information. Research is a
careful investigation or inquiry specifically through search for new facts in any branch of
knowledge.

RESEARCH DESIGN

The research is exploratory. The report was conducted through online /offline survey
with the help of Google Forms as questionnaires with 50 respondents.

Population of the study: For the present study taken the population was the students and,
residents of Nagpur city.

Sampling Technique: Technique used for the study is non-probability sampling technique.

Sample size: Sample size contents 50 respondents.

Measurement tool: Percentage method will be used to analyse the data

.
DATA COLLECTION

 PRIMARY DATA: Primary data will be collected through a structured questionnaire

and questionnaire was filled with the 50 respondents for the study.
 SECONDARY DATA: The secondary data will be collected through various
newspaper, books, journals, internet, websites, magazines etc

PROBLEM STATEMENT: A study on consumer satisfaction towards on Spotify

technology s a. (Digital music service) with special reference to Nagpur city users

RATIONALE OF THE STUDY

This study would help the service providers to know the satisfaction level of their customers.
It would enable them to work on the reasons of dissatisfaction caused and to improve in the
areas of satisfaction so that customers are retained, and more customers can be attracted.

OBJECTIVES

1. To Study the Perception of Consumer Satisfaction Toward Spotify

2. To understand the user satisfaction level with the Spotify Lite version compared to the
overall Spotify experience.
3. To study user satisfaction with the overall experience of the Spotify free version
versus Spotify Premium.
4. To examine whether Spotify users prefer other audio streaming apps.
5. To examine user satisfaction level with Spotify Premium subscriptions
6. To determine the user's interest in subscribing to Spotify Premium.
HYPOTHESIS TESTING

Hypothesis 1:

Null Hypothesis (H0): The Respondents who are satisfied with the Spotify services

Alternative Hypothesis (H1): The Respondents who are not satisfied with the Spotify
services.

Hypothesis 2:

Null Hypothesis(H0): The Respondents who are interested in upgrading to the Spotify
premium plan services

Alternate Hypothesis(H1): The Respondents who are not interested in upgrading to the
Spotify premium plan services

NEED FOR STUDY

The world has many platforms where you can listen to music. Spotify is one among them,
and it has overcome many challenges on its way to success in the world. Though competitors
in the music industry dominate through their services, such as streaming, podcasting, videos,
and radio stations. The audience is engaged in one or the other platform to listen to music for
E.G. Spotify, apple music, YouTube / YouTube music, amazon music and Ganna which are
popular in our country.

LIMITATION

1. The survey has been conducted only on 50 respondents.

2. The accuracy of the findings of study depends upon the correctness of the responses
provided by the respondents.
3. Unwillingness of some respondents to provide information is another limitation.
4. Findings of this study may be influenced by personal bias of the respondent
 5. Main limitation to the study was the time available to conduct the study.
6. The study is confined only to reference Nagpur city users beyond the purview
of present study. Enough of respondents from all the service could not be included.

CHAPTERIZATION

1. Introduction
2. Review of Literature
3. Consumer Satisfaction
4. Data Interpretation
5. Testing Of Hypothesis
6. Data Collection
7. Conclusion
8. Suggestion
Bibliography
Annexure