Customer Satisfaction Project Report

MAJOR RESEARCH PROJECT REPORTON

“Consumer SatisfactionSUBMITTED TO :-

JIWAJI UNIVERSITY GWALIOR (M.P.)

For The Partial Fulfillment ofMaster of Business Administration

2013-14

SUBMITTED TO: - SUBMITTED BY:- MR. AJAY PHALTANKAR SHAILENDRA TYAGI (Faculty guide) BBA V Semester

Boston College For Professional Studies

Gwalior

DECLARATION

This is to declare that the Summer Training Report has been accomplished

by me and being submitted in partial fulfillment of requirement for the

award of the Degree of Bachelor of Business Administration Boston

College For Professional Studies Gwalior from Jiwaji University,

Gwalior The work has not been submitted by me anywhere else for the

award of any degree or diploma. All source of information are based on my

on training experience and learning.

Date: SHAILENDRA TYAGI

Place: BBA V SEMESTER

CERTIFICATE

This is to certify that MR. SHAILENDRA TYAGI

student of BBA V Semester of Boston College For

Professional Studies Gwalior has successfully completed his Summer Training dated from 45 days and this report is submitted by Her for the completion of the training requirement under my guidance and supervision.

Date : MR. AJAY PHALTANKAR

Place: (Faculty guide)

ACKNOWLEDGEMENT

It is great pleasure for me to put on record my appreciation and

gratitude towards Placement and Training Coordinator of Boston

College For Professional Studies Gwalior. My special thanks to

my respected faculty MR. AJAY PHALTANKAR for him valuable

support and suggestions for the execution of Summer Training. I

thank her for the right direction and providing inputs for the

completion of my summer training project.

Date: SHAILENDRA TYAGI

Place: BBA V SEMESTER

CONTENTSCONTENTS

======================================================SNO PARTICULARS PAGE NO======================================================

Chapter 1 Introduction to the Topic 13

Chapter-2 RESEARCH METHODOLOGY

2.1 Statement of Problem 19

2.2 Need for the Study 19

2.3 Objectives of Study 19

2.4 Hypothesis 19

2.5 Source of Data 19

2.6 Scope of the Study 19

2.7 Questionnaire Design 20

2.8 Sampling 20

2.9 Statistical Tools 20

2.10 Limitations of the Study 20

Chapter-3 DATA ANALSYIS AND INTERPRETATION

Tables and Graphs 21

Chapter-4 FINDINGS AND SUGGESTIONS

4.1 Findings 49

4.2 Suggestions 51

ANNEXURE 52

BIBLIOGRAPHY 54

1.3 INTRODUCTION TO THE TOPIC

Satisfaction is consumer’s fulfillment response. It is a judgment that a product or a

service feature or the product or service itself provides pleasurable level of consumption

related fulfillment.

Customer’s satisfaction influenced by specific product are service features and by

perceptions of quality. It is also influenced by specific service attributions, and their

perceptions

MARKETING ORGANIZATION

CEO

MANAGING DIRECTOR

TRANSFER MANAGER WORK MANAGER EXECUTIVE MANAGER SALE & SERVICE

MANAGER

Customer Satisfaction is the pillar of the marketing concept.

Satisfaction is consumer’s fulfillment response. It is a judgment that a product or a

service feature or the product or service itself provides pleasurable level of consumption

related fulfillment.

Customer’s satisfaction influenced by specific product are service features and by

perceptions of quality. It is also influenced by specific service attributions, and their

perceptions

The telling factor in the company’s long run fortunes will be the amount of customer

satisfaction that it managers to generate. But it doesn’t not mean the company’s sole aim

is to maximize Customer Satisfaction. If that where the case, it should simply put out the

best product and service in the world and price is below cost. There by it would be

creating substantial customer satisfaction. But in the long run it would be also be out of

business. Customer Satisfaction like happiness bet achieved by rendering substantial

forma of assistance to others rather than by direct pursuit.

Companies that move towards adopting the market concept benefit themselves and The

society. It leads the society’s recourse to move in the direction of social needs, there by

bringing the interests of business firms and the interest of society in to harmonious

relationship. Thus the third pillory of the marketing concept aims to achieve good profits

by giving the customer genuine values in the satisfaction.

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four perspectives of a Balanced

Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy. Increasing competition (whether for-profit or nonprofit) is forcing

businesses to pay much more attention to satisfying customers. (It may help the reader to

notice the role of customer satisfaction in the overall context of product or service

development and management.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targeting

non-customers;[2] measuring customer satisfaction provides an indication of how

successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviors such as return and

recommend rate. The level of satisfaction can also vary depending on other options the

customer may have and other products against which the customer can compare the

organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort

of quantitative measurement, although a large quantity of research in this area has

http://en.wikipedia.org/wiki/Business

http://en.wikipedia.org/wiki/Satisfaction

http://en.wikipedia.org/wiki/Customer_satisfaction

http://en.wikipedia.org/wiki/Balanced_Scorecard

http://en.wikipedia.org/wiki/Balanced_Scorecard

http://en.wikipedia.org/wiki/Technical_term

recently been developed. Work done by Berry, Brooder between 1990 and 1998[3] defined

ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in

2002 and known as the ten domains of satisfaction. These ten domains of satisfaction

include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-

departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and

Innovation. These factors are emphasized for continuous improvement and organizational

change measurement and are most often utilized to develop the architecture for

satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml

and Berry between 1985 and 1988 provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of

performance and their perceived experience of performance. This provides the measurer

with a satisfaction "gap" which is objective and quantitative in nature. Work done by

Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the

"gap" described by Parasuraman, Zeithaml and Berry as two different measures

(perception and expectation of performance) into a single measurement of performance

according to expectation. According to Garbrand, customer satisfaction equals perception

of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey [4] with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement and

in term of their perception and expectation of the performance of the organization being

measured.

http://en.wikipedia.org/wiki/Likert_scale


http://en.wikipedia.org/wiki/Sample_survey


Customer Loyalty

"It takes a lot less money to increase your retention of current customers than to find new

ones-but I know I don't give it as much effort as I should because it does take a lot of

energy and effort!"

Strategize And Plan For Loyalty!

Do you even have a specific plan for building customer loyalty?

I bet you haven't given it as much thought as you should- because to tell the truth

I need to give it more effort also.

If you currently retain 70 percent of your customers and you start a program to

improve that to 80 percent, you'll add an additional 10 percent to your growth

rate.

Particularly because of the high cost of landing new customers versus the high

profitability of a loyal customer base, you might want to reflect upon your current

business strategy.

These four factors will greatly affect your ability to build a loyal customer base:

1. Products that are highly differentiated from those of the competition.

2. Higher-end products where price is not the primary buying factor.

3. Products with a high service component.

4. Multiple products for the same customer.

Market to Your Own Customers!

Giving a lot of thought to your marketing programs aimed at current customers is one

aspect of building customer loyalty.

When you buy a new car, many dealers will within minutes try to sell you an extended

warranty, an alarm system, and maybe rust proofing. It's often a very easy sale and costs

the dealer almost nothing to make. Are there additional products or services you can sell

your customers.

Three years ago my house was painted, and it's now due for another coat. Why hasn't the

painter called or at least sent a card? It would be a lot less expensive than getting new

customers through his newspaper ad, and since I was happy with his work I won't get

four competing bids this time. Keep all the information you can on your customers and

don't hesitate to ask for the next sale.

Use Complaints To Build Business!

When customers aren't happy with your business they usually won't complain to you -

instead, they'll probably complain to just about everyone else they know - and take their

business to your competition next time. That's why an increasing number of businesses

are making follow-up calls or mailing satisfaction questionnaires after the sale is made.

They find that if they promptly follow up and resolve a customer's complaint, the

customer might be even more likely to do business than the average customer who didn't

have a complaint.

In many business situations, the customer will have many more interactions after the sale

with technical, service, or customer support people than they did with the sales people.

So if you're serious about retaining customers or getting referrals, these interactions are

the ones that are really going to matter. They really should be handled with the same

attention and focus that sales calls get because in a way they are sales calls for repeat

business.

Reach Out To Your Customers!

Contact . . . contact . . . contact with current customers is a good way to build their

loyalty. The more the customer sees someone from your firm, the more likely you'll get

the next order. Send Christmas cards, see them at trade shows, stop by to make sure

everything's okay.

Send a simple newsletter to your customers-tell them about the great things that are

happening at your firm and include some useful information for them. Send them copies

of any media clippings about your firm. Invite them to free seminars. The more they

know about you, the more they see you as someone out to help them, the more they know

about your accomplishments-the more loyal a customer they will be.

Loyal Customers and Loyal Workforces

Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a

given these days. It is especially important for you to retain those employees who interact

with customers such as sales people, technical support, and customer-service people.

Many companies give a lot of attention to retaining sales people but little to support

people. I've been fortunate to have the same great people in customer service for years-

and the compliments from customers make it clear that they really appreciate specific

people in our service function. The increasing trend today is to send customer-service and

technical-support calls into queue for the next available person. This builds no personal

loyalty and probably less loyalty for the firm. Before you go this route, be sure this is

what your customers prefer. Otherwise I'd assign a specific support person to every

significant customer.

“MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TO

PROFITABLE OPPORTUNITIES”.

Definition of marketing as follows

“Marketing is a social managerial process by which individuals and group obtain what

the need and want through creating. Offering and exchanging products of value with

others”.

This definition of marketing rests on the following core concepts needs, wants and

elements, products (goods, services and ideas); value cost and satisfaction exchange and

transactions, relationships and networks, markets and marketers and prospects.

THE MAKETING CONCEPT

“ The marketing concept hold that key to achieving organizations goals consists of being

more effective than competitor in integrating more effective then competitive in

integrating marketing activities towards determining and satisfying the needs and wants

of target markets”.

2.1 STATEMENT OF PROBLEM

The objective of every company would be ensuring customer satisfaction for the

customer satisfaction would create loyal customers. Measuring customer satisfaction is

always a challenge, as customer either would not disclose or sometimes do not assess

their satisfaction level clearly. Many times the customer can not specify the reasons for

his satisfaction.

2.2 NEED FOR THE STUDY

ANATHA P.V.C PIPES believes in satisfactory delivery of service quality to the

customer, but due to unknown reasons that the customer satisfaction analyzed by the

company is not up to the make. The company intends to find out the causes and remedies

for the low customer satisfaction.

2.3 OBJECTIVES OF THE STUDY

The following are the objectives of the study to solve the problem.

They are:

To know the customer satisfaction regarding pipes.

To identify customer interest in buying pipes.

To find service rendered by the company.

To know price impact on product purchase.

To find word of mouth impact on product purchase.

2.4 HYPOTHESIS

The purpose of usage influence customer satisfaction.

Rural/Urban market influence customer satisfaction.

2.5 SOURCE OF DATA

Primary Data

The Primary Data is collected through questionnaire survey to customers.

Secondary Data

Information is gathered from company profile, website and book Consumer Behaviour

author by Loudon and Della Betta

2.6 SCOPE OF THE STUDY

The scope of the study is to find out the customer satisfaction with reference to pipes.

The study covers the different aspects of customer satisfaction.

This has been conducted in Anantapur Zone. Data have been collected from customer by

a personal interview. The researcher took 3 weeks to study the entire customers’

perception.

2.7 QUESTIONNAIRE DESIGN

Questionnaire Design is prepared on the basis of the following parameters.

Customers satisfaction

Customer Awareness

QUESTIONNAIRE ADMINISTRATION

Information is gather through questionnaires from customers of Anantapur Zone.

2.8 SAMPLING

Population = 5000

Sample size = 100

Sample unit = Customers of

2.9 STATISTICAL TOOLS

For data analysis statistical tools used are simple percentage and chi- square test.

2.10 LIMITATION OF THE STUDY:

1. The study confined to the Anantapur Zone.

2. The time spent was limited due to which the exhaustive study could not be

conducted.

3. Quality of information is based on the degree of brand awareness among customer

TABLES AND GRAPHS

3.1 Brand aware mostly preferred by consumers

Inference

From the table it is inferred that monarch first rank, nandi second rank, third rank is star,

fourth is vasavi, fifth is vijaya and sixth rank is nalanda for dimension “Mostly preferred

by consumers”.

P1 P2 P3 P4 P5 P6

monarch 58 9 26 7 - -

vasavi 3 30 4 36 23 4

vijaya 2 3 8 21 60 6

nalanda 2 - - 2 13 83

star 3 24 27 30 6 10

nandi 31 33 29 - 3 4

Table 3.1(a): showing the respondents rating for quantities of Brand aware mostly

preferred by consumers

For the table weighted arithmetic mean method has been followed under - Score method

points. For each and every priority points are allotted.

Total score monarch = (58*6)+(9*5)+ (26*4)+(7*3) =518

Total score vasavi=(2*6)+(30*5)+(4*4)+(36*3)+(23*2)+(4*1) =354

Total score viyaya = (2*6) + (3*5)+(8*4)+(21*3)+(60*2)+(6*1) =248

Total score nalanda =(2*6)+0+0+(2*3)+(13*2)+(83*1)=127

Total score star =(3*6)+(24*5)+(27*4)+(30*3)+(6*2)+(10*1)=358

Total score nandi=(31*6)+(3*5)+(22*4)+(7*3)+(3*2)+(4*1)=470

Score =No .of respondents *points

Weight = Total score/No. of Respondents

Name Total score Weight Rank

monarch 518 5.18 1

vasavi 354 3.54 4

vijaya 248 2.48 5

nalanda 127 1.27 6

star 358 3.58 3

nandi 470 4.70 2

Table : 3.1(b) showing respondent’s priority on monarch, vasavi, vijaya, nailnda,

star and nandi.

3.2 Aware of Monarch pipes company.

Inference

From the table it is inferred that out of 100 respondents, 100 % have aware the Monarch

pipes company.

Decision Responses Percentages

Yes 100 100%

No 0 0%

Total 100 100%

Table 3.2 Aware of Monarch pipes company

100%

0%

YesNo

Graph 3.2 Aware of Monarch pipes company

3.3 Know about the brand Monarch Pipes

Inference

From the table it is inferred that out of 100 respondents, 4% customers are known about

The Monarch Pipes through print media, 2% customers are known about the monarch

pipes through television 64% through friends and 30% through dealers.


Print media 4 4%

Television 2 2%

Friends & Rel 64 64%

Dealers 30 30%

Total 100 100%

Table 3.3 Know about the brand Monarch Pipes

4% 2%

64%

30%

Print mediaTelevision

Friends & RelDealers

Graph 3.3 Know about the brand Monarch Pipes

3.4 Which company products do proper to use

Inference

From the table it is inferred that nandi first rank, vijaya second rank, third rank is

monarch , fourth is star,fifth is vasavi and sixth rank is nalanda for dimension “Mostly

preferred by consumers”.

P1 P2 P3 P4 P5 P6

Monarch 19 9 22 9 33 8

vasavi 2 7 33 5 18 35

vijaya 30 24 4 10 30 2

nalanda - - 15 9 - 76

star 2 26 6 36 16 14

nandi 32 6 50 9 - 3

Table 3.4(a) Which company products do proper to use



Total score monarch = (19*6)+(9*5)+ (22*4)+(9*3) +(33*2)+(8*1)=357

Total score vasavi=(2*6)+(7*5)+(33*4)+(5*3)+(18*2)+(35*1) =265

Total score vijaya = (30*6) + (24*5)+(4*4)+(10*3)+(30*2)+(2*1) =408

Total score nalanda =0+0(15*4)+(9*3)+0+(76*1)=163

Total score star =(2*6)+(26*5)+(6*4)+(36*3)+(16*2)+(14*1)=320

Total score nandi=(32*6)+(6*5)+(50*4)+(9*3)+0+(3*1)=452



Name Total score Weight Rank

monarch 357 3.57 3

vasavi 265 2.65 5

vijaya 408 4.08 2

nalanda 163 1.63 6

star 320 3.2 4

nandi 452 4.52 1

Table 3.4(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda,

star and nandi

3.5 Monarch is the best company in A.P.

Inference

From the table it is inferred that out of 100 respondents, 39 % customers have strongly

agreed that the monarch pipe company is best company in a AP while 33 % have agreed,

28% of disagreed.


S.Agree 39 39%

Agree 33 33%

Not decide 0 0%

Disagree 28 28%

S.disagree 0 0%

Total 100 100%

Table 3.5 Monarch is the best company in A.P.

Graph 3.5 Monarch is the best company in A.P.

39%

33%

0%

28%

0%

S.AgreeAgreeNot decideDisagreeS.disagree

3.6 Inspired to buy the Monarch pipes by.

Inference

From the table it is inferred that out of 100 respondents, 29% customers have inspired to

buy the Monarch pipes through friends, 39% have relatives, 8% have neighbors and 24%

have advertisements.


Friends 29 29%

Relatives 39 39%

Neighbors 8 8%

Advertisements 24 24%

Total 100 100%

Table 3.6 Inspired to buy the Monarch pipes by.

29%

39%

8%

24%

Friends Relatives

NeighborsAdvretisements

Graph 3.6 Inspired to buy the Monarch pipes by.

3.7 Regular customer to Monarch Company or dealers.

Inference

From the table it is inferred that out of 100 respondents, 50 % of the people are

regular customers and 50% people are not regular customers to the monarch pipes.


Yes 50 50%

No 50 50%

Total 100 100%

Table 3.7 Regular customers to Monarch Company or dealers.

50%50%Yes

No

Graph 3.7 Regular customers to Monarch Company or dealers.

3.8 Interested to buy the pipes from.

Inference

From the table it is inferred that out of 100 respondents, 10% customers are interested to

buy the pipes directly from company while 47% through dealers, 3 % through brokers,

2% through friends and 38% through showroom.


Company 10 10%

Dealers 47 47%

Brokers 3 3%

Friends 2 2%

Show room 38 38%

Total 100 100%

Table 3.8 Interested to buy the pipes from.

10%

47%

3%

2%

38% Cmpany Dealers

BrokersFriends

Show room

Graph 3.8 Interested to buy the pipes from.

3.9 Monarch Company mainly concentrates on agricultural sector.

Inference

From the table it is inferred that out of 100 respondents, 2% have strongly agreed that the

monarch pipes company mainly concentrates on agricultural sector, while 44% have

agreed and 54% have not decided.


S.Agree 2 2%

Agree 44 44%

Not decide 54 54%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.9 Monarch Company mainly concentrates on agricultural sector.

2%

44%54%

0%0%

S.AgreeAgree

Not decideDisaree

S.disagree

Graph 3.9 Monarch Company mainly concentrates on agricultural sector.

3.10 Expect from pipes company

P1 P2 P3 P4

Quality 96 3 1 -

Weightless - 40 48 12

Length 5 55 46 4

Colour 7 - 13 80

Table 3.10(a) Expect from pipes company



Total score quality = (96*4)+(3*3) +(1*2)+0=395

Total score weightless=0+(40*3)+(48*2)+(12*1) =228

Total score length= (5*4)+(55*3)+(36*2)+(4*1) =261

Total score colour =(7*4)+0+(13*2)(80*1)=134



Total score Weight Rank

Quality 395 3.95 1

Weightless 228 2.28 3

Length 261 2.61 2

Colour 134 1.34 4

Table : 3.10(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda,

star and nandi

From the table it is inferred that quality first rank, length second rank, third rank is

weightless, fourth is colour, for dimension “Mostly preferred by consumers”.

3.11 The customers of the Monarch Company.

Inference

From the table it is inferred that out of 100 respondents, the customers of the Monarch

company 68% customers have yes and 32% have no.


Yes 68 68%

No 32 32%

Total 100 100%

Table 3.11 The customers of the Monarch company.

68%

32%

Yes

No

Graph 3.11 the customers of the Monarch Company.

3.12 The customer of the Monarch Company since.

Inference

From the table it is inferred that out of 100 respondents, The customer of the Monarch

company since.61 % are customers of monarch pipes company less than 6 month while

32% are since 6- 12 months , 3% 1to 2 years and 4% are since more than 2 years.


Less then 6 Ms 61 61%

6 to 12 Ms 32 32%

1 to 2 Years 3 3%

More then 2 Ys 4 4%

Total 100 100%

Table 3.12 The customer of the Monarch company since.

61%

32%

3% 4%

Less then 6 Ms6 to 12 Ms

1 to 2 YearsMore then 2 Ys

Graph 3.12 the customer of the Monarch Company since.

3.13 Share information with friends and relatives.

Inference:

From the table it is inferred that out of 100 respondents, share information with friends

and relatives 38% customers have strongly agreed that they share the information with

the friends and relation while 61% have agreed and 1% have strongly disagreed.


S.Agree 38 38%

Agree 61 61%

Disagree 0 0%

S.disagree 1 1%

Total 100 100%

Table 3.13 Share information with friends and relatives

38%

61%

0%

1%

S.AgreeAgree

DisareeS.disagree

Graph 3.13 Share information with friends and relatives.

3.14 Company concentrates on rural market more then urban market.

Inference:

From the table it is inferred that out of 100 respondents, Company concentrates on rural

market more then urban market 27% customers have strongly agreed that the company

concentrates on the rural market more than urban market while 43% customers have

agreed 26 % have disagreed and 4% have strongly disagreed.


S.Agree 27 27%

Agree 43 43%

Disagree 26 26%

S.disagree 4 4%

Total 100 100%

Table 3.14 Company concentrates on rural market more then urban market.

27%

43%

26%

4%

S.AgreeAgree

DisareeS.disagree

Graph 3.14 Company concentrates on rural market more then urban market.

3.15 Company provides better services than other company.

Inference

From the table it is inferred that out of 100 respondents, Company provides better

services than other company. 38% customers have strongly agreed while 60% customers

have agreed and 2 % have disagreed.


S.Agree 38 38%

Agree 60 60%

Disagree 2 2%

S.disagree 0 0%

Total 100 100%

Table 3.15 Company provides better services than other company.

38%

60%

2% 0%

S.AgreeAgree

DisareeS.disagree

Graph 3.15 Company provides better services than other company.

3.16 Monarch company has highest market share in south India.

Inference

From the table it is inferred that out of 100 respondents, 10 % have strongly agreed that

monarch pipes has highest market share in south India while 62% have agreed and 28 %

have not decided.


S.Agree 10 10%

Agree 62 62%

Not decide 28 28%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.16 Monarch company has highest market share in south India.

10%

62%

28%

0%0%


Graph 3.16 Monarch company has highest market share in south India.

3.17 Monarch pipe uses chemicals in it problem which will effect drinking water.

Inference

From the table it is inferred that out of 100 respondents, 3 % customers have strongly

agreed that the monarch pipes uses chemicals that will affect drinking water 63 % have

agreed 6 % have not decided 3% have disagreed and 25 %have strongly disagreed.


S.Agree 3 3%

Agree 63 63%

Not decide 6 6%

Disagree 3 3%

S.disagree 25 25%

Total 100 100%

Table 3.17 Monarch pipe uses chemicals in it problem which will effect drinking

water

3%

63%6%

3%

25%

S.Agree

AgreeNot decide

DisareeS.disagree

Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking

water

3.18 using the pipe for the purpose of

Inference

From the table it is inferred that out of 100 respondents, using the pipe for the purpose of

1% has drinking water, 69% have water flow and 30% have others.


Drinking water 1 1%

Water flow 69 69%

Power wiring 0 0%

Others 30 30%

Total 100 100%

Table 3.18 using the pipe for the purpose of

1%

69%

0%

30%

Drinking waterWater flow

Power wiringOthers

Graph 3.18 using the pipe for the purpose of

3.19 The supply centre with in 5 Km.

Inference

From the table it is inferred that out of 100 respondents, 59 % of the customers said that

the supply center is 5 KM away and 41% said that it is beyond 5Km .

Table 3.19 the supply centre with in 5 Km

59%

41%Yes

No

Graph 3.19 the supply centre with in 5 Km


Yes 59 59%

No 41 41%

Total 100 100%

3.20 Good word of mouth is more important for company.

Inference

From the table it is inferred that out of 100 respondents, good word of mouth is more

important for company 37% have strongly agreed and 63% have agreed.


S.Agree 37 37%

Agree 63 63%

Not decide 0 0%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.20 good word of mouth is more important for company

37%

63%

0%0%0%

S.AgreeAgree

Not decideDisaree

S.disagree

Graph 3.20 good word of mouth is more important for company

3.21 company expect to create good word of mouth

Inference

From the table it is inferred that out of 100 respondents, the company expect to create

good word of mouth 98% have yes and 2% have no.


Yes 98 98%

No 2 2%

Total 100 100%

Table 3.21 company expect to create good word of mouth

98%

2%

Yes

No

Graph 3.21 company expect to create good word of mouth

3.22 Monarch pipes prices are low.

Inference

From the table it is inferred that out of 100 respondents, 36% customers have strongly

agreed the Monarch pipes prices are low, 63% have agreed and 1% has not decided.


S.Agree 36 36%

Agree 63 63%

Not decide 1 1%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.22 Monarch pipes prices are low.

Graph 3.22 Monarch pipes prices are low.

36%

63%

1%0%0%


3.23 The company to produce other agricultural products.

Inference

From the table it is inferred that out of 100 respondents, 96% customers have yes the

company to produce other agricultural products and 4% have no.


Yes 96 96%

No 4 4%

Total 100 100%

Table 3.23 the company to produce other agricultural products.

96%

4%

Yes

No

Graph 3.23 the company to produce other agricultural products.

3.24 The credit facility should be at least.

Inference

From the table it is inferred that out of 100 respondents, 4% customers avail a credit

facility of a 1 week 54 %, 2 weeks 9 % 1 month and 33 % avail 2 months.


1 Week 4 4%

2 Weeks 54 54%

1 Month 9 9%

2 Months 33 33%

Total 100 100%

Table 3.24 the credit facility should be at least.

4%

54%

9%

33%

1 Week

2 Weeks1 Month2 Months

Graph 3.24 the credit facility should be at least.

3.25 The Monarch pipe market will spread all over India.

Inference

From the table it is inferred that out of 100 respondents, 61% customers have yes the

Monarch pipe market will spread all over India and 39% customers have no.


Yes 61 61%

No 39 39%

Total 100 100%

Table 3.25 the Monarch pipe market will spread all over India.

61%

39%

YesNo

Graph 3.25 the Monarch pipe market will spread all over India.

4.1 FINDINGS

From the survey it is found that every body is aware of

60% of the respondents were using pipes for agriculture need and only 26% of the

respondents were using for domestic purpose

Nearly 60% of the respondents are highly satisfied with the quality of Anantha

pipes

From the study it is found that when compared to other brands, price of the

Anantha pipes is high.

65% of the customers are satisfied with the after sales service provided by

Anantha pipes.

4% customers are known about The Monarch Pipes through print media, 2%

customers are known about the monarch pipes through television 64% through

friends and 30% through dealers.

39 % customers have strongly agreed that the monarch pipe company is best

company in a AP while 33% have not decided , 28% of disagreed.

50 % of the people are regular customers and 50% people are not regular

customers to the monarch pipes.

10% customers are interested to buy the pipes directly from company while 47%

through dealers, 3 % through brokers, 2% through friends and 38% through show

room.

2% have strongly agreed that the monarch pipes company mainly concentrates on

agricultural sector, while 44% have agreed and 54% have not decided.

16 % are customers of monarch Pipes Company less than 6 month while 32% are

since 6- 12 months, 3% 1to 2 years and 4% are since more than 2 years.

38 % customers have strongly agreed that they share the information with the

friends and relation while 61% have agreed and 1% has strongly disagreed.

27% customers have strongly agreed that the company concentrates on the rural

market more than urban market while 43% customers have agreed 26 % have

disagreed and 4% have strongly disagreed.

10 % have strongly agreed that monarch pipes has highest market share in south

India while 62% have agreed 28 % have not decided.

3 % customers have strongly agreed that the monarch pipes uses chemicals that

will effect drinking water 63 % have agreed 6 % have not decided, 3% have

disagreed and 25 %have strongly disagreed.

59 % of the customers said that the supply center is 5 KM away and 41% said

that it is beyond 5Km .

4 % customers avail a credit facility of a 1 week 54%, 2 weeks 9 % 1 month and

33 % avail 2 months.

28% of the customers strongly agreed that the quality of the product is good while

72 % have agreed.

4.2 SUGGESTIONS

As one of the concerns in customer satisfaction is the price of the product and that

the price of anantha pipes is believed to be higher than the competitors, the

company may make an attempt to study the price and perceived added value of

the product and appropriately modify the prices or may announce certain

discounts and allowances to the tune of the difference.

Though the customers are aware of the product, they do not perceive that the

Monarch pipes is the best company, hence efforts may be taken to include the

image projection of the company in all its communications.

There appears to be little confusion among the customers that the chemicals used

in the pipes might affect the drinking water, hence efforts may be taken to make

appropriate changes in the manufacturing process and also in the communications

concerning this image.

As majority said that the supply centers are beyond 5 KM, the company may take

steps to have more supply centers.

As per the demand of the customers, the company must give percentage of

discount to all the customers.

It is suggested to provide some discounts or allowances to the customers those

who bought even less than 100 pipes.

ANNEXURE

A Study on Marketing (Customer Satisfaction) with regard to Pvt, Ltd., S.No. 26,

N.H.7, Bangalore Road, Hampapuram, Anantapur Dist, A.P

*-*-*

Questionnaire for Measuring Customer Satisfaction===============================================================Name:Age: Qualification:Extant Land: Type of Crop:Average Income: Motor HP:Water Source: Rain/Bore/Well/Tank/Canal===============================================================1. What are the brands you are aware mostly

a) Monarch b) Vasavi c) Vijaya d) Nalandha e) Star f)Nandi [

]

2. Are you aware of Monarch Pipes?

a) Yes b) No [

]

3. How did you get to know about the brand Monarch Pipes?

a) Print media b) television c) friends / relatives d) dealers [

]

4. Which company products do you prefer to use?

a) Monarch b) Vasavi c) Vijaya d) Nalandha e) Star f)Nandi [

]

5. Monarch is best company in A.P.

a) Strongly agree b) Agree c) Not decide d) Disagree e) strongly disagree [

]

6. I am inspired to buy the Monarch pipes by

a) Friends b) Relatives c) Neighbors d) Advertisements [

]

7. Are you a regular customer to Monarch Company or Dealers?

a) Yes b) No [

]

8. You are interested to buy the pipes from

a) Company b) Dealers c) Brokers d) Friends e) Showroom [

]

9. Monarch company mainly concentrates on agricultural sector

a) Strongly agree b) Agree c) Not decide d) Disagrees e) strongly disagree [

]

10. What do you expect from a pipe company?

a) Quality b) weightless c) length d) colour [

]

11. Are you the customer of the Monarch Company?

a) Yes b) No [

]

12.I am the customer of the Monarch Company since

a) Less than 6 months b) 6 to 12 Months

c)1 to 2 years d) More than 2 years [

]

13.I share the information with my friends and relatives

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [

]

14. Company concentrates on rural market more than urban market


]

15. Monarch Company provides better services than other company


]

16. I think Monarch Company has highest market share in south India

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [

]

17. Do you think Monarch pipe uses chemicals in it problem which will effect drinking

water.



]

18. You are using the pipe for the purpose of

a) Drinking water b) Water flow c) Power wiring d) Others [

]

19. Do you have the supply centre with in 5 Km?

a) Yes b) No [

]

20. The good word of mouth is more important for company



]

21. Can the company expect you to create good word of mouth?

a) Yes b) No [

]

22. I think Monarch pipe prices are low price



]

23. Do you invite the company to produce other agricultural products?

a) Yes b) No [

]

24. If agreed the credit facility should be at least to

a) 1week b) 2weeks c) 1month d) 2months e) 2months [

]

25. Do you expect the Monarch pipe market will spread all over India?

a) Yes b) No [

]

BIBLIOGRAPHY

Books

Principles of Marketing - Philip Kotler / Gary Armstrong

Marketing management - V.S. Ramaswamy & Namakumari 1998

Research methodology - C.R.Kothari

Marketing Research - G. C. Beri

Search Engines

http://google.com

http://nandipipes.com

http://pvcpipes.com

http://wikipedia.com

http://answers.com

http://answers.com/

http://wikipedia.com/

http://ananthapvcpipes.com/

http://nandipipes.com/

http://google.com/

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