A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE NEWS READERS (WITH SPECIAL REFERENCE TO POLLACHI TALUK)

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1 A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE NEWS READERS (WITH SPECIAL REFERENCE TO POLLACHI TALUK) R.KEERTHANA 1 S.SARANYA 1 Student of PG Department of Commerce with International Business, NGM College Pollachi Assistant Professor of PG Department of Commerce with International Business, NGM College Pollachi ABSTRACT An online newspaper is the online version of a newspaper, either as a stand-alone publication or as the online version of a printed periodical. Going online created more opportunities for newspapers, such as competing with broadcast journalism in presenting breaking news in a more timely manner. The research mainly discuss to customer satisfaction in the online newspaper. The study makes use of statistical techniques such as Percentage analysis and Chi-Square test. The study concluded that Newspaper reading also improves the communication skills and creative faculties and help the readers achieve a unbiased and informative worldview. The newspaper is an opportunity to their readers to observe and gain knowledge. The newspaper is filled news that happened yesterday in cities, hundreds, and thousands of miles away. Information regarding Radio and television station, cable network, magazines and view computer information services certainty contribute to the range of information how available to citizens. The newspaper concern knows the news earlier than we know. Keywords: online, newspaper, satisfaction, information INTRODUCTION Online newspapers are much like hard-copy newspapers and have the same legal boundaries, such as laws regarding libel, privacy and copyright, also apply to online publications in most countries, like in the UK. Also in the UK the Data Protection Act applies to online newspapers and news pages, as well as the PCC rules in the UK. But the distinction was not very clear to the public in the UK as to what was a blog or forum site and what was an online newspaper. In 007, a ruling was passed to formally regulate UK based online newspapers, news audio, and news video websites covering the responsibilities expected of them and to clear up what is, and what isn't, an online publication. News reporters are being taught to shoot video and to write in the succinct manner necessary for the Internet news pages. Many are learning how to implement blogs and the ruling by the UK's PCC should help this development of the internet. Some newspapers have attempted to integrate the internet into every aspect of their operations, i.e., reporters writing stories for both print and online, and classified advertisements appearing in both media; others operate websites that are more distinct from the printed newspaper. The Newspaper National Network LP is an online advertising sales partnership of the Newspaper Association of America and 5 major newspaper companies. STATEMENT OF THE PROBLEM Newspaper is a store house of knowledge. General Knowledge is an essential part of education. Newspaper is the best means for acquiring knowledge. The expectations of newspaper are vary from one customer to the other customer. It is very difficult to any business firm to satisfy all the expectations of all customers but there are some common factors that are essential to fulfill. Here the 6 editor@researchscripts.org

2 main problem of the survey is to know the various factors that are very important in satisfying the customer s needs and to know how online newspaper is ensuring its customers OBJECTIVES OF THE STUDY To study the demographic profile of the respondents reading newspapers in Pollachi Taluk. To find the customer satisfaction in the online newspaper. SCOPE OF THE STUDY The Internet and new technologies are changing the information behavior of news readers. The objective of this study is to determine readers satisfaction with online newspaper contents. Many studies revealed differences in content between print and online newspapers, but there is still a gap on determining the level of readers satisfaction with the contents. This study explored the perception of news and online news reading behavior. Newspapers are today blending into what is now considered a single system of interrelated systems (internet). The influence of the internet could be readily noticed in the online newspaper phenomenon that has greatly increased the accessibility of people to information services. SIGNIFICANCE OF THE STUDY Newspapers are a mirror of public opinion too. Through their columns, the public can present their views on subjects of national and international issues. Letters to the Editor is one very important part of a newspaper. Business houses also make great use of the newspapers to advertise their products and to reach out to their customers. The alluring advertisements have a great impact on popular mind and that is the purpose of such advertisements. But there is one great responsibility which devolves upon the newspapers. This responsibility is to give the correct news, not to distort it or misrepresent it for some error motive. RESEARCH METHODOLOGY This part explains the methodology used in this study. The methodology includes sources of data. Sample size, area of the study and framework of analysis. RESEARCH DESIGN Research design is generally a pure and simplified framework and certain plan for a study that will guide the collection and analysis of data where information needed. The function of the research design is to ensure that the required data is obtained and collected accurately and economically. Research design is basic framework, which provides guideline for the best of research purpose. SAMPLING METHOD To study the Project a Convenient Sampling Method is adopted. The study depends on primary data. A pilot study is conducted to validate the questionnaire and to confirm the feasibility of the study. Based on the pilot study, the questionnaire is modified suitably to elicit response from the sample group. SAMPLING SIZE Sample of 10 people were taken into study, and their data were collected. Samples for the purpose of the study are selected systematically. 7 editor@researchscripts.org

3 METHOD OF DATA COLLECTION The data for this study are of two types: - Primary data Secondary data PRIMARY DATA Primary data is the data is collected from the respondent for the first time, it is original in nature. For the purpose of collection of primary data, a well structured questionnaire was framed and filled by the respondents. The questionnaire comprises of close ended as well as open ended questions. In close ended questions, checklist questions and multiple choice questions are used. SECONDARY DATA Secondary data are collected from books, magazines, web sites etc, and both open ended & close-ended questions are incorporated in the questionnaire for the collection of data. STATISTICAL TOOLS The following statistical tools are used in the study Percentage Analysis Chi square test PERIOD OF THE STUDY The period of the study is 4 months (from December 016 to March 017). LIMITATIONS OF THE STUDY The study is based on the attitude and perceptions of the consumers. The study was completed in short period. Lack of time for study is another drawback. The sample size was limited to 10 also the study was conducted only in rural area of Pollachi Taluk. REVIEW OF LITERATURE Kishore Basumatary (014) examined Information literacy and reading habits: a Case study of samelangso, Howraghat and Langsomepi Development blocks under karbi angling Autonomous council of Assam, India. He found The educated people read mostly newspaper, magazine, locally published journal and general books like novel and other leisure books. indicates the source or mode of acquiring the print reading materials. Newspaper is the most popular reading material among the educated people of the study area. Table-4 indicates that (80.5%) of the respondents including male and female reads newspaper by shelf purchasing, followed by books (48%) and Magazine (45%). This study also indicates that among males reading newspaper by self-purchasing is (56.5%) followed by and Magazine (36%) books (9%). On the other hand, among females reading newspaper by selfpurchasing is (4%) followed by books (19%) and magazine (9%). Acquiring or accessing newspaper, magazine, and books from library and other means by both male and female are meager and not significant. Kiran. G And A. M.kadakol (013), was entitled on Consumer Preference Towards The Times Of India Newspaper With Special Reference To Bangalore City. This study aims at understanding the factors affecting customers to read TOI. The newspaper can initially be defined as a written means of conveying current information. This means that the first organized attempt to provide such a service occurred in ancient Rome. Where newsletters conveyed what was going in the capital to the father 8 editor@researchscripts.org

4 reach of the Roman Empire. Today print media is becoming increasingly expensive activity this study aims at understanding whether TOI newspaper is having more impact on the readers in receiving the information quickly and accurately and to know how newspaper has become more a customized product in order to reach the different segments of the society. It also aims to understand reader's expectation towards addition & deletion of information in the newspaper and to explore the information related to the loyalty of newspaper readers and at last to know the various aspects of threats and opportunities posed to its newspaper subscription by digital media, Internet and demographic characteristics are studied. Akanda, et.al (013) surveyed about Reading habit of students in social sciences and arts: A case study of Rajshahi University. They found The World Wide Web has grown in popularity and use in recent years. The respondents of this survey, like other young people, are regular users of the web. It is an encouraging sign that the majority of them browse the web for reading purposes. Cyber cafés have become major places for people to use the Internet. Many young people prefer cyber cafés because they are affordable and comfortable. On the other hand, a substantial number of the respondents access the Internet from home. The pattern of their Internet usage is also noteworthy, because, contrary to the popular belief, the majority of the students surveyed indicated that they use the Internet only for one hour a day. Eamin Ali Akanda and ArmanulHaque (013) conducted a study Newspaper Reading Habits Of University Graduate Students In Bangladesh: A Case Study. They found expresses that majority 130 (11.85%) number of the respondents read newspaper to obtain information while the second largest 15 (11.39%) respondents read newspaper to broaden the horizon of general knowledge and 1 (11.1%) respondents read for educational purpose while 10 (10.94%) respondents read for the purpose of searching new jobs and to know the sports news respectively. The least number of respondents i.e. 10 (0.91%) for improving the status in the society. That hall libraries are the most common sources of paper based newspapers of students i.e % students depend on hall Libraries while 30.39% students depend on individual subscription, and 13.81% students rely on university library. And the least number of students i.e. 4.97% students depend on public library and 14.9% students depend on other sources for getting newspapers. N. Geetha (01), was entitled on A Study On Readers Attitude Towards Dinakaran Daily News Paper With Special Reference To Tiruchengodu, Namakkal District. This paper seeks to develop our indulgent of reader s attitude towards dinakaran daily newspaper. The main objective of this study is to enhance the understanding about reader s attitude towards dinakaran daily newspaper and also the study intends to examine the impact of factors affecting attitude towards dinakaran daily newspaper. For this, the samples of 150 have been taken from the total population based on convenience sampling method. The data collection is based on the primary data source and secondary data source. The data were collected and analyzed with the help of the statistical tools. Findings and conclusions were given based on the analysis and the suggestions. This study reveals that Awareness of Dinakaran daily is in satisfactory level and they are willing to recommend others. 9 editor@researchscripts.org

5 ANALYSIS AND S I) PERCENTAGE ANALYSIS Table No: 1 - Demographic Profile S.No Determinants No of Respondents INTERCONTINENTAL JOURNAL OF MARKETING MANAGEMENT Area of Residence Rural Semi-Urban Urban Age Below 0 years 1-30 years years Gender Male Female Marital Status Married Unmarried Educational Qualification Upto HSC Diploma Under Graduate Post Graduate Professional Occupation Government Employee Private Employee Business Agriculture Housewife Students Types of family Joint Nuclear Family Size Up to 3 members 4-6 members 6-10 members Above 10 members Monthly Income Upto Rs.10,000 Rs.10,001 - Rs.0,000 Rs.0,001 to Rs.30,000 Above RS.30, Percentage of respondents editor@researchscripts.org

6 From the above table shows that out of 10 respondents, Majority 40% of the respondents are residing in rural area. Majority of the respondents fall in the age group between 1 30 years. Majority of the respondents are female respondents. Most 88% of the respondents are unmarried. Majority 36% of the respondents are under graduate holders. Majority 76% of the respondents are students. Majority 63% of the respondents are belong to nuclear family. Majority 65% of the respondents said that 4-6 members in their family and the majority 50% of the respondents monthly income is up to Rs.10,000. CHI SQUARE Table No: Area of Residence and H 0 = There is no significant association between area of residence of the respondents and their level of Area of Residence Rural Semi-Urban Urban Calculated χ Value: Degree of freedom: 4 Table Value: Five per cent level: Since the calculated χ value (14.69) is greater than the table value (9.488).Therefore it is concluded that there is a significant association between area of residence of the respondents and their level of Hence, Null hypothesis is rejected. Table No: 3 Age and H 0 = There is no significant association between age of the respondents and their level of Age Below 0 years years years Calculated χ Value: 3.58 Degree of freedom: 4 Table Value: Five per cent level: Since the calculated χ value (3.58) is less than the table value (9.488).Therefore it is concluded that there is no significant association between age of the respondents and their level of 31 editor@researchscripts.org

7 Table No: 4 Gender and H 0 = There is no significant association between gender of the respondents and their level of Gender Male Female Calculated χ Value: Degree of freedom: Table Value: Five per cent level: Since the calculated χ value (4.319) is less than the table value (5.991).Therefore it is concluded that there is no significant association between gender of the respondents and their level of Table No: 5 Marital Status and H 0 = There is no significant association between marital status of the respondents and their level of Marital Status Married Unmarried Calculated χ Value: Degree of freedom: Table Value: Five per cent level: Since the calculated χ value (1.318) is less than the table value (5.991).Therefore it is concluded that there is no significant association between marital status of the respondents and their level of Table No: 6 Educational Qualification and H 0 = There is no significant association between educational qualification of the respondents and their level of Educational Qualification Upto HSC Diploma Under Graduate Post Graduate Professional Calculated χ Value: Degree of freedom: 8 Table Value: Five per cent level: editor@researchscripts.org

8 Since the calculated χ value (0.107) is greater than the table value (15.507).Therefore it is concluded that there is a significant association between educational qualification of the respondents and their level of Hence, Null hypothesis is rejected. Table No: 7 Occupation and H 0 = There is no significant association between occupation of the respondents and their level of Occupation Government Employee Private Employee 4 8 Business Agriculture Housewife Students Calculated χ Value: Degree of freedom: 10 Table Value: Five per cent level: Since the calculated χ value (1.490) is greater than the table value (18.307).Therefore it is concluded that there is a significant association between occupation of the respondents and their level of Hence, Null hypothesis is rejected. Table No: 8 Types of family and H 0 = There is no significant association between type of family of the respondents and their level of Types of family Joint Nuclear Calculated χ Value: 7.37 Degree of freedom: Table Value: Five per cent level: Since the calculated χ value (7.37) is greater than the table value (5.991).Therefore it is concluded that there is a significant association between type of family of the respondents and their level of Hence, Null hypothesis is rejected editor@researchscripts.org

9 Table No: 9 Family Size and H 0 = There is no significant association between family size of the respondents and their level of Family Size Up to 3 members members members Above 10 members Calculated χ Value: Degree of freedom: 6 Table Value: Five per cent level: 1.59 Since the calculated χ value (4.650) is less than the table value (1.59).Therefore it is concluded that there is no significant association between family size of the respondents and their level of Table No: 10 Monthly Income and H 0 = There is no significant association between monthly income of the respondents and their level of Monthly Income Upto Rs.10, Rs.10,001 - Rs.0, Rs.0,001 to Rs.30, Above Rs.30, Calculated χ Value: 6.6 Degree of freedom: 6 Table Value: Five per cent level: 1.59 Since the calculated χ value (6.6) is less than the table value (1.59).Therefore it is concluded that there is no significant association between monthly income of the respondents and their level of Table No: 11 Know about online news and H 0 = There is no significant association between know about online news and their level of Know about online news Friends Neighbors Advertisement Relatives Others Calculated χ Value: Degree of freedom: 8 Table Value: Five per cent level: editor@researchscripts.org

10 Since the calculated χ value (10.169) is less than the table value (15.507).Therefore it is concluded that there is no significant association between know about online news and their level of Table No: 1 Duration of reading newspaper through online and H 0 = There is no significant association between duration of reading newspaper through online and their level of Duration of reading newspaper through online Below 6 months months - 1 year year - 5 years Above 5 years Calculated χ Value: Degree of freedom: 6 Table Value: Five per cent level: 1.59 Since the calculated χ value (7.949) is less than the table value (1.59).Therefore it is concluded that there is no significant association between duration of reading newspaper through online and their level of Table No: 13 Reason for reading newspaper through online and H 0 = There is no significant association between reason for reading newspaper through online and their level of Reason for reading newspaper through online For Time saver Easy Availability For money save 0 4 Calculated χ Value: 1.98 Degree of freedom: 4 Table Value: Five per cent level: Since the calculated χ value (1.98) is greater than the table value (9.488).Therefore it is concluded that there is a significant association between reason for reading newspaper through online and their level of Hence, Null hypothesis is rejected. FINDINGS Percentage Analysis Majority 40% of the respondents are residing in rural area. Majority of the respondents fall in the age group between 1 30 years. Majority of the respondents are female respondents. Most 88% of the respondents are unmarried editor@researchscripts.org

11 Majority 36% of the respondents are under graduate holders. Majority 76% of the respondents are students. Majority 63% of the respondents are belong to nuclear family. Majority 65% of the respondents said that 4-6 members in their family. Majority 50% of the respondents monthly income is up to Rs.10,000. Chi-Square test There is a significant association between area of residence of the respondents and their level of Hence, Null hypothesis is rejected. There is no significant association between age of the respondents and their level of There is no significant association between gender of the respondents and their level of There is no significant association between marital status of the respondents and their level of There is a significant association between educational qualification of the respondents and their level of Hence, Null hypothesis is rejected. There is a significant association between occupation of the respondents and their level of Hence, Null hypothesis is rejected. There is a significant association between type of family of the respondents and their level of Hence, Null hypothesis is rejected. There is no significant association between family size of the respondents and their level of There is no significant association between monthly income of the respondents and their level of There is no significant association between know about online news and their level of There is no significant association between duration of reading newspaper through online and their level of There is a significant association between reason for reading newspaper through online and their level of Hence, Null hypothesis is rejected. SUGGESTIONS This newspaper covers the international news more. For the benefit of the students the paper should publish the past years competitive exams and public exams question with answers. It should not more cover political advertisement though they are paid much amount for advertising. CONCLUSION Newspaper reading also improves the communication skills and creative faculties and help the readers achieve a unbiased and informative worldview. The newspaper is an opportunity to their readers to observe and gain knowledge. The newspaper is filled news that happened yesterday in cities, hundreds, and thousands of miles away. Information regarding Radio and television station, cable network, magazines and view computer information services certainty contribute to the range of 36 editor@researchscripts.org

12 information how available to citizens. The newspaper concern knows the news earlier than we know. It was found that readers like reading the online version of the newspaper more than its print counterpart in the study area. Moreover, the content of the online newspaper makes their reading more interesting. The readers enjoy reading the online version of the newspaper more than its print counterpart. The readers feel better informed by reading the online version of the newspaper. REFERENCE Kiran. G And A. M.kadakol (013), Consumer Preference towards The Times Of India Newspaper With Special Reference To Bangalore City. International Journal of Advance Research in Computer Science and Management Studies, Volume, Issue.3, March 014, pp Mahalakshmi and Sudha (01), A study on market potential for mangalam newspaper private limited, kottayam. Altius Shodh Journal of Management and Commerce, Volume 3, Issue. 4, pp , ISSN: Dr. P. Jayasubramanian and Mrs. M. Santhi (01), Customer Satisfaction Level of the Hindu News Paper. Indian Journal of Research, Volume 3, Issue. 11, pp.45-46, ISSN Nirav joshi & Yashpalsinh jabeja (01), To study the perception and E-satisfaction of online news paper readers in Gujarat state. International Research Journal of Business and Management-IRJBM ISSN 3-083X, Volume V, Issue. 9, pp N. Geetha (01), A Study On Readers Attitude towards Dinakaran Daily News Paper With Special Reference To Tiruchengodu, Namakkal District. The Journal of Services Marketing, Volume 18, (6), pp editor@researchscripts.org