SUMMER TRAINING REPORT

customer satisfaction

Undertaken at
“Vedika Technologies pvt Ltd”

Submitted in partial fulfillment of the requirements

for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION

To
Guru Gobind Singh Indraprastha University, Delhi

Under guidance of Submitted by

MS. RIMA ALAGH Sarthak Ghai
Faculty Guide BBA V Sem, Shift- I
Enrollment No: -
01116701722

1
 Certificate

I Sarthak Ghai, Enrollment No: - 01116701722 from BBA- V Sem, Shift- I of the Sirifort Institute
of management Studies, Delhi hereby declare that the Summer Training Report (BBA- 311)
entitled customer satisfaction at Vedika Technologies pvt Ltd is an original work and the same
has not been submitted to any other institute for the award of any other degree.
A presentation of the Summer Training Report was made on customer satisfaction and the
suggestions as approved by the faculty were duly incorporated.

Date:
Signature of Student:

Certified that the Summer Training Report submitted in partial fulfillment of Bachelor of Business
Administration (BBA) to be awarded by G.G.S.I.P. University, Delhi by Sirifort Institute of
Management Studies, Enrollment No: -01116701722 has been completed under my guidance and
is Satisfactory.

Date:
Signature of the Faculty Guide

Name of the guide:

Designation:

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3
 TO WHOM SO EVER IT MAY CONERCERN

This is to certify that MST. SARTHAK GHAI, Studying BBA (Bachelor of Business
Administration- 5th Semester) at Sirifort Institute of management Studies, has
undergone Industrial Training at our company ‘Vedika Technologies’ located at
‘Logix Technova, A-810, Sector 132, Noida, UP, India’.

The candidate has explicitly done 03 months of training at our company

between 09 Jun 2024 to 20 sep 2024 in ‘ customer satisfaction’ and gained
overall knowledge about managing the office admin work.

We have observed that the candidate has a hard-working nature and is sincere
during the training period, and we wish her better prospects in her studies and
career.

With Best Wishes

HR - Zonal Head
Vedika Technologies

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 Acknowledgement

I would like to express my gratitude and appreciation to all those who gave me the possibility to
complete the report. Special thanks due to my supervisor Mr. Pawan Kumar my academic guide
in SIMS whose help, stimulating suggestions and encouragement helped me in all time in writing
this report. I also sincerely thank you for the time spent proofreading and correcting my mistakes.
I would also like to acknowledge with much appreciation the crucial role of the staff in the
computer laboratory, who gave me permission to use the computer lab for collecting the
information related to my project. Many thanks go to all lecturers and supervisors who have given
their full effort in guiding the team in achieving the goal as well as their encouragement to maintain
our progress on track. My profound thanks go to all classmates, especially to my friends for
spending their time in helping and giving support whenever I need in my project.

Thanking you
Sarthak Ghai
01116701722

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 Table of Contents

Chapter List of Content Page

No. Number

1. Certificate I

2. Acknowledgement II

3. Chapter 1 1-7
(Introduction)

4. Chapter 2 8-12
(Review of Literature)
5. Chapter 3 13-21
(Research Methodology)
6. Chapter 4 22-29
(Data Analysis & Interpretation)

7. Chapter 5 30-32
(Summary & Conclusion)

8. Recommendation

9. Bibliography

10. Annexure

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 List of Charts

Chart Title Page Number

No.

1. Where did you find us? 29

2. What are the services that you have taken? 29

3. Which marketing tactics are generating the best results? 30

4. Can you create a mobile app to promote your product or 30

connect with your audience?
5. Does the website build around the needs and interests of your 31
visitors?
6. Are you integrating social media into traditional marketing 31
tactics like direct mail and advertising?
7. Is your site fully optimized for search engines? 31

8. The site build by us is easy to navigate, with most information 32

available in three clicks or less?
9. Are you capturing customers and prospect data to build a 32
robust marketing database

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 CHAPTER 1
INTRODUCTION

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About Vedika Technologies:

We're Hub agency. We're passionate about solving problems through creative and
digital products. Vedika Technologies delivers the IT services you need to
modernize operations & drive innovation across your entire IT estate. We are
passionate about solving problems through creative and digital products.

History:

Most Innovative, IT Company In India

Vedika Technologies is one of the best IT Company in Delhi NCR. Vedika
Technologies Headquartered in Noida & Branch office in Lucknow and
Varanasi is Rated No. 1 IT Company in App & Website Designing in Delhi
NCR. Vedika Technologies has delivered 700+ projects successfully since
2013, Most of these being international projects.

Corporate vision:

Vedika Technologies helps global companies run their mission-critical

systems and operations while modernizing IT, optimizing data architectures,
and ensuring security and scalability across public, private and hybrid clouds.
The world's largest companies and public sector Organizations trust VTPL
to deploy services to drive new levels of performance, competitiveness, and
customer experience across their IT estates.
What services company provides?

• We provide you with ideas and support through our creative team

• We provide you with attractive and professional design services

• Full 24 by 7 support.

• Helping our customers to grow their business

• Provide support to market products through online marketplace.

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1. Analytics Engineering : Unlock more business value from your data and
digital products, automate operations, and solve complex software
engineering challenges with applied AI, and human – centered design and
development services.

2. Applications: Rethink applications, reimagine business with VTPL

Application services :application management, application development
, application modernization and more.

3. Cloud: Make the right technology investments at the right time and on
the right platforms to drive innovation, increase customer loyalty and
grow your business.

4. Consulting: Turn complexity into progress, unlock new business

opportunities and increase the value derived from data to drive
impactful outcomes for strategic objectives.

5. IT Outsourcing: Count on VTPL to provide mission – critical IT Outsourcing

services reliably and securely, with a clear path to modernization.

6. Security: Stay ahead of attackers and reduce risk. Our expert services
and threat intelligence help you build in cyber security across your IT
environment and operations.

7. Web Design: A website is not a mere reflection of your brand but also a
way to pour in more leads for your business. It is basically a depiction of
how well your communication is with your potential customers and how
profoundly you are able to convey the usefulness of your products and
services. A good website is all about the astounding user-experience and
appealing user-interface.

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 8. IT Outsourcing: IT operations need to run silently and securely, but they
also need to carry you into the future. With more than 9 years of
experience, VTPL Technology provides secure, reliable IT Outsourcing
(ITO) services that can help you bridge the gap between legacy IT and
innovation. We begin by simplifying your existing infrastructure using
proven tools and intelligent automation.

9. App Development: VTPL is your trusted partner to help you simplify,

modernize, and accelerate mission-critical applications that support
business agility and growth. Take advantage of the latest digital platforms
with both custom and packaged applications.

Our services help you elevate customer and employee experiences by

improving end-to-end personalization

Company’s portfolio:

We provide the Perfect Solution to your business growth:-

Digital Marketing Agency Website

This is a website for clients who want to achieve their goals and meet their user’s
needs while also increasing their reach across all platforms.

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Reminder App

We have been developing Reminder Apps for businesses around the globe, these
apps from us have always been to point and accurate when it comes to
performance.

App Development
We can quickly develop and create a compelling mobile app that matches your
brand and sector. Our made applications are being used by our clients PAN
world and are getting very positive reviews.

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Food Delivery App
We have made and re modelled many apps for food giants in India and even
internationally. Accuracy and uptime is a completion in food segment and
thankfully, we have survived the game nicely

Overview of the company:

1. Over the years Vedika Technologies have provided its services to more than
70,000+ customers.

2. Vedika Technologies have successfully completed 100+ projects till date.

3. Vedika Technologies have helped 10M+ people because of their hard work.

4. 200+ world renowned companies support Vedika Technologies.

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Top Companies we have worked with: -
Our partnership and collaboration.

1. University Academics

2. Jumeirah

3. Client Earth

4. Bio-Techne

5. Mega-We care

6. SEJ-Search Engine Journal

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 Chapter 2
Review of Literature

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Customer satisfaction is a critical metric for businesses, as it reflects how well a company meets
or exceeds customer expectations. It impacts loyalty, brand reputation, and financial performance.
For technology-focused companies like Vedika Technologies, delivering high customer
satisfaction involves integrating advanced solutions and maintaining a client-focused approach

1. Importance of Customer-Centricity
Studies in customer satisfaction underline the importance of transparency and effective
communication between service providers and clients. Vedika Technologies incorporates customer
feedback in its delivery process and emphasizes transparent resource allocation to foster trust and
reliability. This aligns with Parasuraman et al.'s (1985) SERVQUAL model, which highlights
assurance, responsiveness, and empathy as vital for customer satisfaction

2. Technology-Driven Satisfaction
Vedika’s focus on AI and machine learning resonates with modern theories on customer
satisfaction, which suggest that technological advancements should address real-world business
challenges. By offering AI-powered radiology diagnostics and supply chain optimizations, the
company aligns technological tools with client-specific needs, fulfilling Oliver’s (1980)
expectancy-disconfirmation theory, which links satisfaction to expectation alignment

3. Quality of Services
High service quality, a predictor of satisfaction, is achieved by Vedika through its structured
delivery model. The company ensures timely and error-free delivery of solutions, adhering to ISO
standards. This approach is consistent with Zeithaml's (1988) perspective, which emphasizes
reliability and timeliness in achieving high satisfaction scores

4. Tailored Solutions for Diverse Sectors

Vedika Technologies tailors its services to cater to specific industries:
• Healthcare: AI-driven diagnostics and efficient data management enhance operational
effectiveness, aligning with customer demands.
• Logistics and Supply Chain: Real-time data analytics and IoT-based solutions reduce
delays and errors, increasing efficiency.

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 • Manufacturing: Predictive analytics tools improve production schedules and inventory
management, directly addressing client pain points

5. Strategic Focus on Continuous Improvement

Continuous improvement models, such as Kaizen, emphasize iterative enhancements based on
client feedback. Vedika’s process refinement, based on reviews and operational insights,
demonstrates this principle. The firm’s leadership also stresses innovation to maintain a
competitive edge and meet evolving customer needs.

6. Role of Leadership in Enhancing Satisfaction

Leadership plays a crucial role in driving customer satisfaction. Vedika Technologies' leadership
team focuses on integrating AI/ML innovations, customer-centric product development, and
strategic partnerships to improve service offerings. This aligns with Kotler's (1994) emphasis on
leadership-driven customer satisfaction initiatives

7. Employee Training and Skill Development

Vedika invests in its workforce to ensure competency in emerging technologies. Skilled employees
are better equipped to handle client-specific requirements, contributing to higher satisfaction. This
reflects the Human Capital Theory, which correlates employee expertise with organizational
success

8. Adaptability to Industry Trends

Vedika Technologies adapts its services to evolving market demands. By leveraging IoT for supply
chain optimization and AI for healthcare diagnostics, it ensures its solutions remain relevant and
valuable to clients. This adaptability supports the Dynamic Capabilities Theory, which highlights
the importance of adjusting business processes to changing environments

9. Use of Data Analytics for Decision-Making

Vedika’s emphasis on data analytics helps identify customer pain points and implement targeted
solutions. Such data-driven strategies resonate with modern satisfaction frameworks that prioritize
personalized experiences

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10. Enhancing Client Communication Channels
Vedika Technologies employs digital platforms and tools to maintain effective communication
with clients. This reduces misunderstandings and builds trust, aligning with Grönroos’s (1984)
theory of relationship marketing, which emphasizes the significance of strong customer
relationships in achieving satisfaction

11. Benchmarking Against Competitors

Vedika maintains a competitive edge by studying industry best practices and continuously refining
its offerings. Benchmarking allows the company to identify areas of improvement and outperform
competitors, as suggested by comparative studies in operational excellence

12. Use of Feedback Loops

The company employs systematic feedback loops to monitor and enhance customer satisfaction.
Regular assessments ensure that the services align with client expectations, reducing the likelihood
of dissatisfaction

13. Focus on Sustainability

Vedika integrates sustainability into its operations, a factor increasingly valued by customers.
Green technologies and sustainable practices in logistics and manufacturing contribute to positive
perceptions and satisfaction

14. Case Studies and Client Success Stories

Vedika publishes client success stories showcasing its ability to meet complex requirements. These
stories build credibility and reflect the company's dedication to client success, contributing to a
positive satisfaction score

15. Integration of AI in Enhancing Service Quality

Vedika’s application of AI in operational processes not only improves efficiency but also predicts
customer behavior, enabling proactive solutions. This predictive capability aligns with modern
CRM strategies that prioritize foresight over reactive measures.

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Next Steps
1. Quantitative metrics: Explore specific satisfaction scores or client retention rates, if
available.
2. Competitive analysis: Compare Vedika Technologies' customer satisfaction practices with
peers in the industry.
3. Customer testimonials: Include insights from actual client feedback for qualitative depth.

Conceptual Framework
Customer satisfaction is a complex construct that encompasses various dimensions, including
product quality, service quality, and perceived value. It is influenced by a multitude of factors, such
as customer expectations, perceived performance, and post-purchase experiences.
• Customer Expectations: These are the beliefs and perceptions that customers hold about
a product or service. They are shaped by various factors, including past experiences,
marketing communications, and word-of-mouth.
• Perceived Performance: This refers to how customers evaluate the actual performance of
a product or service against their expectations. It is influenced by factors such as product
quality, service delivery, and responsiveness.
• Post-Purchase Experiences: These include factors such as customer support, warranty
services, and complaint handling. Positive post-purchase experiences can enhance
customer satisfaction and loyalty.

Literature Review

Several studies have examined the determinants of customer satisfaction in the IT services
industry. For instance, Parasuraman, Zeithaml, and Berry (1988) proposed the
SERVQUAL model, which identifies five dimensions of service quality: tangibles,
reliability, responsiveness, assurance, and empathy. These dimensions have been widely
used to assess customer satisfaction in various service industries, including IT services.

Other studies have explored the role of specific factors, such as perceived value, trust, and
relationship quality, in influencing customer satisfaction. For example, Zeithaml (1988)
argued that perceived value is a key driver of customer satisfaction, as customers are more
likely to be satisfied when they perceive that they are getting good value for their money.

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 CHAPTER 3
RESEARCH METHODOLOGY

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INTRODUCTION:
Innovations are a key factor in societal progress and economic growth.
Innovations have always been a key component of national policies.
Unquestionably, creative economies are more productive and flexible. This paper's
goal is to present a refined research methodology for examining software industry
innovations. A doctoral thesis on the topic of "Commercialization of inventions in
the software industry" includes the technique. The suggested technique is
approved for use in conducting a study on Vedika Technologies. The research is
carried out in 2022.
The process that researchers should take in order to conduct their studies is known
as research methodology. I create a strategy that aims to by following the steps of
the research process and defining the meaning of its essential elements,
I construct and explain my research technique. The terms "research problem,"
"research design," "research goal and objectives," "research object and subjects,"
"research strategy," "research variables," "methods of data collection," "selection
of sample," "measurement and scaling techniques," and "methods of data analysis"
are all defined in this section. I provide examples of my research study for each
stage of the research process and its constituent parts.

RESEARCH PROCESS:

I begin by emphasising how crucial it is to comprehend the term "research

process." The scientific literature contains numerous definitions of the word
"research." Some of the definitions are more inclusive, while others are more
exclusive. According to Kerlinger and Lee , one of the most well-known
definitions of research is the exploration of phenomena under the direction of
theory and hypothesis. According to Depoy and Gitlin , a research is a systematic
approach to generating information in which the researcher's thought
and activity processes are explicitly stated so that they are rational,
understandable, at ease, and helpful.
I look at the definition of innovation in the software business for the objectives of
my research method. The goal of the basic research is to understand how certain
behaviour works. Applied researches focus on questions related to solving real
problems.
RESEARCH METHODOLOGY:

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Every research process requires a research technique to enable the process'
successful completion. The process of conducting research is time-consuming and
engaging. I believe it is crucial for researchers to have a thorough understanding
of the nature of research methodology and its significance. A research
methodology describes how the study will be conducted. The concept of "research
methodology" and its significance for the conduct of a study are topics covered by
many authors. Dr. Dipak Bhattacharyya claims that the research technique is a
methodical approach to resolving research issues.
For executing a research project, a scientific process is used .
A research methodology should be built after taking certain steps into
consideration. "A scientific inquiry could be presented as consisting of the
following steps," says David Wilkinson.

1. Deciding on a research topic.

2. Research approach.
3. Gathering of data.
4. Data evaluation.
5. Reporting the findings .
I outline my research approach in the current paper by using David Wilkinson's
suggested steps of the research process to examine breakthroughs in the software
sector.

Stage 1: Research problem definition

The first step is to define the research problem and identify the study's primary
focus. A review of the literature is crucial during this initial phase. The research
problem identifies the specific phenomenon to be explored. Defining the right
problem has a huge effect on the outcome of the research.

Stage 2: Research Design The second stage of the research process is the definition
of the research design of the study. The research design provides the overall
framework for collecting the data. According to Professor David de Vaus
“The function of the research design is to ensure that the evidence obtained enables
us to answer the initial question as unambiguously as possible”.

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 Purpose of the Research:

Dr. Khan says that the purpose of the research is to search for answers to problems
through the application of scientific methodology, which guarantees that the
information is reliable and the research is conducted for a specific reason. The
purpose of my research study is to create a model for innovation commercialization
in the software industry. The model is developed based on the results of the
conducted research. The model for Innovation commercialization in the software
industry is an answer to the defined research problem because it can be used as a
tool for improving the innovation activities and performances of the software
companies.

Objectives of the Research

The objectives of the research study present a set of research activities, which
need to be executed for achieving the goal of the research. For the conduction of
my research study, the following objectives are accomplished:
•Determine the nature of the term of “innovation” in the software industry. Define
the types of innovations and the sources of opportunities for developing
innovations.
•Discover the essence of the “software product” and the term of “innovation in
the software industry”.
•Reveal the importance of the “changing customer needs” for developing
innovations in the software industry.
•Reveal the characteristics and the importance of the “Lead User” for developing
innovations in the software industry.
•Reveal the importance of using a proper model for understanding and defining
customer needs for developing innovations in the software industry.
•Identify key factors for innovations and explore their relevance and applicability
in the software industry.
•Determine the term of “Innovation commercialization”.
•Reveal the importance of the marketing activities for the commercialization of
the innovations in the software industry.
•Identify key factors for the commercialization of innovations and explore their
importance and applicability in the software industry.
•Develop a conceptual model of the research study.
•Develop a research methodology.
•Execute the research study.

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Object of the Research

Object of the Research The object of my research study is presented by the micro,
small and medium-sized enterprises (SMEs) in Noida that are members of the
Vedika Technologies . Subjects of the Research The subjects of my research study
are the processes of innovation development and innovation commercialization in
the software industry in Vedika Technologies.

Subjects of the Research

The subjects of my research study are the processes of innovation development

and innovation commercialization in the software industry in Vedika
Technologies.

Working Hypotheses

The descriptive research approach enables the development of

research hypotheses. The hypothesis is a statement, a testable solution
to the issue. Khan claims that "the
An assumption taken into account when researching the facts and check the
validity of the theory in a problem oriented researches”. Dr. Dipak Bhattacharyya
says,
“Hypotheses are generally concerned with the cause of a
certain phenomenon or a relationship between two or more
variables under investigation”. I can assert that theory.
brings clarity and focus to a research problem and guides the
researcher what information to collect. For the purposes of
my based on my research, I create one main and five
additional hypotheses. The basic idea says that the developed
model for commercialising innovation is applicable in
innovative.
Research Variables

A variable is the trait or quality of an individual that is of interest in a

research project. Variables are those simplified portions of the complex
phenomena that the researcher intends to study. Continually citing
Denise Polit and Variables are the essential building blocks of,
according to Cheryl Bech quantitative studies. A variable, as the name

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 implies, is something different Simer Kaur asserts that "it is pertinent
for a researcher to know as how certain variables a study are connected
to one another. It is thus important to define the variables to facilitate
accurate explanation of the a connection between the variables.

RESEARCH VARIABLES

Variable Types: Research Variables:

Demographic variables Company type
Number of personnel
Dichotomous variables Importance of innovations
Multiple variables Attitude towards innovations
Innovative activities
Types of innovations
Sources of innovations
Importance of customer needs
Lead user needs Proper understanding of
customer needs
Marketing activities for commercialization
Market awareness
Ways of innovation uniqueness
Barriers to innovation commercialization
Key factors for innovation
commercialization
Purchasing factors for innovations
Innovation measurements
Reasons for innovation failure

RESEARCH STRATEGY

I employ a mixed research methodology for the objectives of my study.

strategy that involves the application of both the quantitative and
the qualitative approaches. A qualitative approach is geared on
documenting detailed information about ideas, attitudes, and actions
of the surveyed units. The usage of the qualitative technique strives
to discover and explain the
the fundamental ideas behind "innovation" and
“commercialization” in the software industry. The
efficiency of the qualitative research depends on the
skills of the researcher. The results also come from the
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 researcher’s personal opinion and assessment. I opt to
utilise a qualitative research because I have a
professional background creating advancements in the
software industry. For gathering qualitative
information, I conduct personal conversations with
software company’s management and product
managers. The quantitative method is oriented towards
searching sustainable, objective and recurring
economic relations that help finding new methods and
suggest specific tools that companies could use in order
to improve their innovation performances. For
obtaining a quantitative information, I conduct a survey.
SAMPLING

Sampling is an important aspect of every research. It is another critical component

of the research methodology. The first step in selecting the sample is to define the
population. The population consists of every individual that possesses the
characteristics that are of an interest to the researcher . The sampling involves the
selection of a small number of elements from a larger group of elements and
expecting that the information gathered from the small group of elements will
provide accurate judgment about the larger group . The second step in selecting
the sample is to determine the sampling method. There are two basic sample
designs explained in the scientific literature: probability and nonprobability
sampling design.

SAMPLING TECHNIQUES

Population Sampling method Sample size Research Method

73 Probability sampling 33 Online survey

design (Stratified
sampling)

73 Nonprobability 10 Personal interview

sampling design
(Purposive
sampling)

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Stage 3: Data Collection:

Measurement and Scaling:-

After choosing the sample size, the researchers employ the
measurement and scaling techniques that ensure the the
transformation of qualitative data into a numerical form for further
analysis. This is a component of the data gathering. the research
process's stage. Dr. Paurav Shukla defines the terms of
measurement as “the assignment of numbers or other symbols to
characteristics of objects according the particular pre-defined
criteria”. The author presents the term of scaling as “an extension
to the process of measurement” and "the process of allocating a
group of descriptors to characterise the viable responses to a
specific query. Several characteristics should be taken into account
when developing quality scales. These characteristics are:

1) understanding of the research challenge;

2) creating data requirements;
3) developing the research constructs;
4) understanding the measurement scales . There are two types of
scaling techniques explained in the scientific literature –
comparative scaling and non-comparative scaling.

Questionnaire Design:

The questionnaire design is another critical component in the data collection stage
of the research process. The questionnaire design ensures the collection of a
complete and reliable information. Questionnaire is characterized by two
objectives. First, it converts the information required in a format of questions.
Second, questions must be created in a form in which the respondents will
understand them. There are still debates as some researchers think of a
questionnaire as art, which is based on the experience of the researcher. Some
other researchers consider it as a science based on theoretical knowledge . For the
purposes of my research study, the questionnaire is designed based on both my
professional experience and the theoretical knowledge.
RESEARCH METHODS:

The construction of research methods is the first practical step in the conduction
of a research study. For my data collection stage, I use the survey method. The
designed questionnaire is standardized. Sample units are asked precisely the same
questions in an identical format and the responses are recorded in a uniform

27
manner. The questions are structured (close-ended). The respondents are asked
variety of questions regarding their feelings, opinions, behavior, actions taken
related to the innovations they create. The questions are asked via internet. For the
purposes of my research study, the survey method is an online questionnaire with
25 closed-ended questions.

1. Dichotomous questions

Example: Do you consider innovations important for your company’s long-tern success?
Yes No

2. Multiple-choice questions

Example: What do you think are the reasons for the innovation commercialization failures?
Insufficient staffing
Poor organization of the innovation process
Unrealistic deadlines
Lack of financial resources
Incorrect understanding of customer needs

3. Scale questions
Example: To what extent do you agree or disagree with the statement “Change in
Lead User’s needs is a driver for innovations in the software industry”? Strongly agree
Somewhat agree
Neither agree or disagree
Somewhat disagree
Strongly disagree

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 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

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 DATA ANALYSIS:

Researchers use a variety of computers during the data analysis stage.

programmes that make it easier for that stage to be completed successfully.
For the purposes of my research study, the collected data is processed and
examined by a statistical software application Package for Social Sciences
(SPSS), a software programme for Qualitative Data Analysis (NVivo) and
Microsoft Excel. I use the SPSS for the analysis of the data obtained by the
online survey that I conduct. NVivo is a programme for analysis. of the
qualitative data, which I obtain by conducting the personal interviews.
NVivo helps researchers to organise, Sort and classify the various data
kinds. I present my research results using the Microsoft Excel. In my
research, the Analysing the quantitative data entails investigating the
relation between two variables, which is done using the cross tabulation and
chi square methods of data analysis. A significance level of α = 0.05 is
assumed to test the formulated hypotheses, which guarantees a 95%
probability of the alternative hypothesis. The Cramer’s coefficient (V) is
also used for estimating the degree of dependence established by the chi
square analysis.

LIMITATION OF RESEARCH:

Every study has limitations. For the purposes of my research study, I outline the
following limitations:

• The research study focuses on the software companies that are members of
Vedika Technologies, the software companies.
• All the studied software companies perform innovative activities.
• The study focuses on product innovations.
• The study is conducted in 2022.

Data Interpretation
4.1 Satisfaction Levels
• Clients have consistently rated Vedika Technologies highly for delivering
innovative solutions tailored to specific needs
• Commonly appreciated aspects include:
o Personalized approaches to projects.

34
 o Timely delivery of solutions.
o Transparent communication channels.
4.2 Challenges Identified
• While customer satisfaction remains high, occasional challenges noted in
reviews include:
o Initial onboarding difficulties for new clients.
o Dependence on advanced technologies requiring extensive training

4.3 Customer Retention and Feedback

• A majority of clients have shown loyalty due to:
o Vedika's ability to adapt to dynamic requirements.
o Commitment to improving processes based on feedback loops.

4.4 Factors Contributing to High Satisfaction

1. Technological Prowess:
o Innovative AI/ML solutions improving operational efficiency.
o Advanced IoT and cloud computing services
2. Customer-Centric Policies:
o Focus on transparency and frequent updates during project execution.
o Robust support mechanisms ensure minimal downtime for clients.
3. Industry-Specific Solutions:
o Examples include healthcare diagnostic tools and supply chain
automation, both tailored to client needs.
4.5 Comparison with Industry Standards
• Vedika Technologies performs better than average in:
o Client feedback management.

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 o Technological innovation.
o Timely project execution.
• Areas for potential improvement include streamlined onboarding processes
to enhance the first impression of new clients.

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 Chapter 5
Summary & Conclusion

37
 Summary

I may say that I used the research approach that was I was successful in completing my research
study on the innovations in Vedika Technologies. I obtained a,
I used comprehensive and extremely dependable information analysis. I obtained certain outputs
that indicated the problem that existed in regards to the innovation generated by the software firm.
These issues required a solution. If the researchers are successful in getting a trustworthy
information from their studies, they are able to Offer the appropriate remedies. The results of my
research study demonstrated that there were substantial difficulties in relation to the developments
in the software business in Vedika Technologies. Some of the incorrect definition was the primary
issue.
The customer needs for creating innovations, lack of knowledge on the innovation sources, lack
of knowledge on the innovation commercialization process and its key factors. The well-defined
problems lead to clear solutions. My research study achieved its goal and created a model for
innovation commercialization in the software industry , which gave specific solutions to the
defined problems. Moreover, my research methodology helped me to achieve the goal of my
research.

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 Conclusion

By presenting a research methodology for studying the innovations in the software industry, I try
to contribute to the efforts of the Indian companies to search for ways to improve their innovation
performances and scoreboards. The developed research methodology helps software companies
collect and analyse information that aim to help management to take adequate decisions and
perform certain actions that create a favourable environment for the innovations to happen.
Understanding the term of “research methodol guarantees the successful accomplishment of the
research process and the obtaining of the right and reliable information. If I can suggest directions
for improvements of the presented research methodology, I would emphasize on the investigation
and the application of different methods for accomplishing stage 4 of the research process, which
is the data analysis. Vedika Technologies demonstrates a strong commitment to customer
satisfaction by aligning advanced technological solutions with client needs. Despite minor
challenges, the company maintains a competitive edge through its innovative, transparent, and
client-first approach. Customer satisfaction is a critical factor for the success of Vedika
Technologies. By understanding the key determinants of customer satisfaction and implementing
strategies to improve customer experiences, Vedika Technologies can strengthen its position in the
competitive IT services market.

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 Recommendations

1. Improve Feedback Mechanisms

• Current Practice: Vedika Technologies uses customer feedback loops to refine service
delivery
• Recommendation: Introduce real-time feedback collection tools integrated with AI to
capture and analyze customer sentiments during and after project execution. This can
identify pain points quickly and ensure proactive resolutions.

2. Personalized Client Solutions

• Current Practice: Vedika already tailors its solutions to align with specific client needs in
industries like healthcare and logistics
• Recommendation: Expand on this by implementing predictive customer analytics using
AI/ML to anticipate future client requirements. This fosters trust and ensures long-term
satisfaction.

3. Enhanced Transparency
• Current Practice: Vedika emphasizes transparency in delivery models
• Recommendation: Share periodic, detailed project updates with clients through dedicated
dashboards. This transparency ensures clients remain informed and involved, reducing
potential dissatisfaction.

4. Focus on Training and Development

• Current Practice: Vedika has skilled teams delivering AI-driven solutions
• Recommendation: Regularly upskill employees to stay ahead of technological trends,
ensuring they deliver cutting-edge solutions. Employees confident in their expertise are
more likely to enhance customer satisfaction.
5. Expand Industry-Specific Solutions
• Current Practice: Vedika serves multiple domains like manufacturing and healthcare
• Recommendation: Deepen expertise in specific verticals by developing dedicated
solutions for emerging areas (e.g., telemedicine in healthcare or green manufacturing
processes).

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6. Strengthen Post-Service Support
• Current Practice: Vedika supports customer needs during project delivery
• Recommendation: Implement a robust post-delivery service support framework to
address client queries and concerns promptly, building stronger relationships and loyalty.

7. Leverage Data Analytics

• Current Practice: Vedika utilizes data-driven BI tools to support clients
• Recommendation: Use advanced analytics to track satisfaction metrics over time and
benchmark them against industry standards. This will highlight areas for continuous
improvement.
8. Implement Proactive Communication Strategies
• Current Practice: Regular communication is key in their transparent delivery model
• Recommendation: Introduce automated yet personalized communication channels, such
as chatbots for 24/7 client interaction, and periodic newsletters updating clients on relevant
industry trends and company updates.

9. Establish Loyalty Programs

• Recommendation: Develop a loyalty or rewards program for repeat clients, offering
incentives such as discounts on future services or early access to new solutions. This can
enhance retention and client satisfaction.

10. Expand Client Education Initiatives

• Current Practice: Vedika provides tailored solutions but limited client training
• Recommendation: Host workshops, webinars, and knowledge-sharing sessions to educate
clients about new technology trends, empowering them to make informed decisions and
better utilize Vedika's offerings.

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 Bibliography

https://vedikatpl.com/

https://www.ijstr.org/final-print/jun2020/Research-Methodology-
ForStudying-Innovations-In-The-Software-Industry.pdf

https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=marketing+strategies+of+technology+co
m panies&oq=

https://www.researchgate.net/profile/Erik-Borg-
3/publication/233582139_The_marketing_of_innovations_in_high-
technology_companies_A_network_approach/links/58ecc9c2aca
2723 2c3ab788e/The-marketing-of-innovations-in-high-
technology- companies-A-network-approach.pdf

https://d1wqtxts1xzle7.cloudfront.net/72398936/74b539dc761d4
9f14 1434e76239b0820596a-libre.pdf?1634139639=&response-
content- disposition=inline%3B+filename
%3DDigital_Marketing_Strategies_Based_on_th.pdf

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 Annexures

Name*

Your answer

Age*

Your answer

Gender*
• Male
• Female • Other:

Email*

Your answer

Phone.no.*

What is the services that you have taken?*

• App building
• website design
• software development
• business process outsourcing

Where did you find us?*

• Facebook
• instagram
• Linkedin • Telegram • Other:

Which marketing tactics are generating the best results?*

• leads
• conversions
• sales - at the lost cost

43
Does the website built around the needs and interests of your visitors?
*
• yes
• no

Are you integrating social media into traditional marketing tactics like direct mail
and advertising?
*
• yes
• no
Can you create a mobile app to promote your product or connect with your
audience?
*
• yes
• no
Is your site fully optimized for search engines?
*
• yes
• no
The site build by us is easy to navigate, with most information available in three
clicks or less?
*
• yes
• No

44