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A
PROJECT REPORT
ON
“CUSTOMER SATISFACTION OF JALARAM FURNITURE”
SUBMITTED IN
PARTIAL FULFILMENT FOR
THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION
(BBA)
SUBMITTED BY
ANTALA VIJAY BHAGVANBHAI 02
PROJECT GUIDE
MR. HORMAZ D. PATEL
THE SURAT PEOPLE’S CO.OP.BANK COLLEGE OF BUSINESS
ADMINISTRATION, UDHNA,
SURAT
2010-11
Industry Profile
1. INDUSTRY DETAIL
1.1 World Furniture Industry
Furniture industry has changed over the years. It no longer restricts itself to a production of a
chair or a table or a bed but today it includes manufacturing of a range of furniture and home
furnishings and designed interiors which spell class and elegance. There is a boom time for
furniture industry. Every country sport a string of furniture showrooms of all kinds and sizes.
Changing lifestyle, disposable incomes, economy growth, increasing migration to urban areas
have all contributed to the demand for furniture and in turn the growth of the furniture industry
aswhole. Furniture industry comprises not only the production of a wide range of products
related to office, living room, bedroom, kitchen , garden, school furniture but also mattresses,
furnishings, upholstery, parts of furniture etc. A wide variety of raw materials are used in
production of furniture like wood, rattan, plastic and metal and more recently silver. Including
various varieties of wood, wooden furniture is the major production and exports of the furniture
industry in almost every country.
1.2 The world furniture market :-
World production of furniture is worth about US$ 376 billion in current US$. This estimate is
based on CSIL processing of data from official sources, both national and international, that
cover the 60 most important countries.The seven major industrial economies (which are, in order
of furniture production, the United States, Italy,Germany, Japan, France, Canada and the United
Kingdom) together produce about US$ 159 billion. The furniture production of all high income
countries combined covers 58% of the world total.Furniture production in middle and low
income countries currently amounts to 42% of the world total in value.There are three countries
(China, Poland and Vietnam) where production is increasing rapidly thanks to investments in
new plants especially designed and built for exports.World furniture trade basically involves 60
countries. The leading importers are the United States, Germany,France and the United
Kingdom. The major exporters are China, Italy, Germany and Poland.
1.3 The “World Furniture Outlook 2010”
In 2009 the world economy was in recession and furniture demand has decreased in all large
furniture markets (i.e. those selling more than US$ 10 billion of furniture at retail prices), with
the exception of China and India.Conditions are expected to stabilize in 2010 and substantial
growth is expected in China, India and Russia.Other major markets (the US, Canada, Australia,
South Korea) will grow moderately. In all other large markets demand will be either stagnant or
decreasing.
1.4 Furniture consumption in large markets, 2009 and 2010. Forecasts of
yearly changes in real terms
Real change forecasts
2009 2010
UNITED STATES -10% 1%
CHINA 6% 6%
GERMANY -5% 0%
ITALY -11% -1%
UNITED KINGDOM -10% -5%
FRANCE -4% 0%
JAPAN -10% 0%
CANADA -3% 1%
SPAIN -10% -5%
INDIA 5% 6%
AUSTRALIA -1% 1%
SOUTH KOREA -5% 1%
RUSSIA -10% 3%
1.5 INDIAN FURNITURE INDUSTRY
The furniture industry in India is considered as a “non organized” sector, with handicraft
production accounts for about 85% of the furniture production in India. The furniture sector in
India only makes a marginal contribution to the formation of GDP, representing just a small
percentage (about 0.5%).Among all the types of furniture used, office furniture segment is the
one that boasts the most important companies, both from the point of view of size and of the
technological innovation of the production. The furniture industry employs a total of around
300,000 workers.
1.6 Size of Indian Furniture Market
Indian Furniture market is estimated to be more than Rs. 60,000 cr. The industry is dominated by
the unorganized sector, which constitutes 90% of the market. The organized furniture market is
at 10% and growing at about 35% CAGR. Furniture segment comprises 65% of the home market
& 35% of Institutions. The entire Home decor category spends, furniture accounts about 68% of
the share while remaining 32% comprises of furnishings and home improvement. Imported
furniture constitutes to 85% of the total organized furniture industry in the country.
India imports furniture from Italy, Germany, Spain, China, Korea, Malaysia, Indonesia and
Philippines.
1.7 FACTS
The Indian furniture industry is estimated at around Rs 35,000 crore (Rs350 billion). Eighty-five
per cent of this falls into the unorganized sector.
The share of the wooden furniture market is around Rs.60 crore (Rs.600 million).
According to a World Bank study, the organized furniture industry is expected to grow by 20 per
cent a year and India, Russia and Brazil will witness a boom.
The range of indigenous furniture available in India includes both residential and contract
system furniture, with an increased concentration in office and kitchen furniture.
Manufacturers in India generally use a three-tier selling and distribution structure, comprising
the distributor, wholesaler and retailer.
The current imports are mainly from Italy, Germany, Spain, China, Korea, Malaysia, Indonesia,
the Philippines and Japan.
It has been estimated that the top 784 urban centers contribute 41 per cent to the total consumer
furniture market. A and B type cities together contribute 33 per cent of the total market.
1.8 Indian furniture exports and imports by country and product:
- office furniture
- kitchen furniture
- upholstered furniture
- non-upholstered seats
- bedroom furniture
- other furniture
- seats parts
- furniture parts
1.9 COMPANIES
- AadhiArts,
- Anugraha Wood Products Ltd,
- Bhutan Board Exports Ltd,
- Brite Safe Co,
- Climpex India,
- Cum-Bed Industries,
- Deeco,
- Durga Interiors,
- Ecowood Ltd,
- Elfur Industries (I) Pvt Ltd,
- Featherlite Production Ltd,
- Feroke Boards Pvt Ltd,
- Gek Wood Pvt Ltd,
- Comma Wood Products,
- Hexagon Heavea Processors,
- Hyrange Wood Treats Pvt Ltd,
- I-Dzine,
- Jacteek Furniture Pvt Ltd,
- Justart Etc,
- Keshavial Mangubhai & Co,
- Kotcharla Industries,
- Lamiwud, Lily Art,
-Modern Woodtech,
- Narmada Industries,
- Nilambur Good Wood Pvt Ltd,
- ODver Furniture,
- Ozigo Interiors,
- Pace Furniture,
- Premani Products,
- Quetzel Designs India Pvt Ltd,
- Rathore’s,
- Riddhi Furniture Products,
- Sivasakthi Woodworks,
- Sudama Furniture Pvt Ltd,
- Talin Modular Office Furniture System,
- Tirupati Coirs Pvt Ltd,
- Unique Wood Industries,
- Usha Shriram Furniture Industries,
- V3 Engineers,
- Vishal Chairs,
- Western India Plywood Ltd,
- Woodmart Interiors Pvt Ltd.
1.10 Indian Wooden Furniture Industry 2010
19 October 2010- Indian wooden furniture is appreciated worldwide for its graceful looks and
durability. Fortunately for India, the popularity of Indian furniture is growing with leaps and
bounds in today's date. The furniture industry output by the end of the current fiscal year is
estimated at US $8 billion. The timber producing sector of India comprises of hundreds of small
and medium scale wood companies which account for around 85% of the total output. Though,
the bigger enterprises and exporters tactfully strike a decent balance with the smaller firms. The
boom in the Indian furniture industry has got a lot to do with the growing housing and tourism
sector. So much so, that for the next five years, furniture sector output is expected to grow by
15% per year!
The numerous Indian wood furniture manufacturers source the raw material from the local agro
forestry plantations. These plantations mainly consist of the following wood type-
Babul/Kikar (Acacia Arabica), Sissoo (Dalbergia Sissoo), Neem (Melia Azadirachta) and Mango
(MangiferaIndica).
These woods are most often used to make antique style furniture pieces. Apart from the major
furniture articles like sofa sets, dining table etc., smaller pieces of furniture such as wooden
stools for household purposes, or wooden desks for schools etc. are also quite favored items.
Going by the booming trends of the Indian wood industry, the government of the country too has
taken worthy steps for promoting the signature Indian wood work, wooden industries and
plantation farmers in this particular sector. Currently the agro-forestry plantations are able to
provide a sustainable harvest of approximately half a million cubic meters per year. Owing to the
improvement trends in the wood industry, more than 150 sawmills have been reopened which
has effectively generated business as well as employment in the sawmill sector. Together with
this, a number of new industrial licenses for medium and large scale wood working units are
lying pending for approval.
1.11 Growth Of The Furniture Industry In India
India is a land of wonderful and marvelous artistic work of wood. The rich handicraft and
beautiful traditional attributes of art and design have established a reputation of Indian Furniture
Industry in the nation and worldwide. The exceptional designs, rich, compact, and luxurious
trends and, not the least, the supreme quality have given elegance to the furniture segment in the
traditional as well as modern aspect.
The fast emerging concept of standard lifestyle, interior designing, sense of comfort and
architecture has given Furniture Industry an essential ever growing platform and thus
empowering the industry to be termed as great manufacturers and exporters of grand quality
furniture in terms of art, style, technology and beauty. And of course, globalization and media
are also strong factors to give rise to the industry. The strongest factor for this upraise is the huge
investment done by the foreign manufacturers and the credit definitely goes to versatile range of
products by the industry.
The Indian wooden furniture industry is generating approximately a turnover of Rs 3,500 crore
annually. The market of wooden furniture solely owns the share of nearly Rs 60 crore. And as
per one of the survey done recently, the industry is expected to grow by 20 percent in coming
times.
The marked development of the industry has enhanced the leading foreign brands to budget in
their confidence and money in Indian Furniture Industry. The world market now feels pleasure
and confident to join hands with Indian Furniture brands, to name few are Godrej & Boyce
Manufacturing Co. Ltd., Furniturewala, Zuari, Yantra, Renaissance, N R Jasani & Company,
Furniture Concepts, Durian, Kian, Millenium Lifestyles, Truzo, PSL Modular Furniture, BP
Ergo, Tangent, Featherlite and Haworth and much more to add to the growth of the industry.
To conclude the vast development and growth of the industry, it can be well quoted that it has
infact become a great pride for the nation to hold a magnificent impact for its fine art and
marvelous work in furniture all over the world. The future is with too many bright colours of
growth miles and miles ahead in terms of unique furniture of all trends to occupy every thought
of decorating or renovating the era for decades and decades. Three cheers for the excellent
growth of Indian Furniture Industry
1.12 FUTURE OF THE INDIAN FURNITURE INDUSTRY
The visible consumption of furniture is estimated to be 15 USD per year per inhabit but this
average hides wide variation in populations and in cities. Usually, a manufacturer or a craftsman
has his own store(s) where he presents products or imported furniture. Consumers choose in the
store or order bespoke furniture. India presents a favorable outlook to sell furniture and one
expects the furniture industry to grow further in the coming years. Two important reasons for this
are: First India’s large size and; Secondly, Indian tastes have started to be more refined and
Indian people are looking for more western furniture style. The prospect of the furniture sector in
India seems positive. Several agreements have been signed between local producers looking for
technology and European companies trying to reach a market or to reduce their costs. The
current imports are mainly from Italy, Germany, Spain, China, Korea, Malaysia, Indonesia
Philippines and Japan. Now, foreign companies can invest up to 100% in most of the
manufacturing industries in India, including furniture. The dividends earned are exempt from
taxes and may be repatriated to their country of origin. It is thus obvious that many foreign
companies see India as a country with a strong commercial appeal both as an emerging market
and as an economic partner in possible collaboration between small to medium-sized companies.
The options open to the foreign entrepreneur wanting to penetrate the Indian market are:
→ set up a joint venture with an Indian partner.
→ acquire a local company.
→ set up an office to co-ordinate organizational activities between the company operating in
India and the controlling company.
→ set up a Distributor/Wholesaler/Agent with a dealer network.
A recent on-field UEA research, co-funded by the European Commission, has allowed to
identified some 150 Indian companies (furniture manufacturers and retailers but also banks,
hotels, enterprises) wishing to start commercial and/or industrial co-operation with EU
counterparts. Their company profiles are quite complete. Legislation on various ways of setting
up business and on intellectual property rights exists as well as a lot of advantages for foreign
companies to establish business alone or with partners in India. Indian government is
continuously taking steps to minimize entry-exit barriers for foreign companies and government
is facing pressure to liberalize the duty structure. Further, in comparison with other countries
such as China and Mexico, where the time required to start a business is less, India still involves
more legal fulfillments.
Company detail
2. COMPONY DETAIL
One of the largest manufacturing companies with latest plants and machinery is started in 1983
by Mr.Govindbhai Patel, who is the visionary, technocrat & a person of pragmatic approach.
The timely adaptation of cost effective production techniques in association with group of
doyens from national level branded steel furniture and office equipment industries, he could
prove that in any business, sharing of ‘Power of Knowledge’ and ‘Speed of Decision’ can play a
decisive role in its success. In the present era of cut-throat competition, systematic control
of cost and undesirable overhead expense is the only way to bring a quality product at a
competitive and reasonable rate.
2.1 Showroom at Varachha (Surat)
Company has established more than 5 production facilities in different locations so that most of
the non-critical components are manufactured at a minimum cost by availing various tax
benefits. At the same time, in socio-economic front, most of its integration activities have
generated employment opportunities for many people directly as well as through various
ancillary units. Jalaram is a regional based company and the company wants to perform better to
go to the national level. Jalaram furniture manufactures various products like wooden, plastic
and steel furniture. The main factory is at Laskana (25 kms. from Surat city), the second largest
of its kind, with its latest plants and machineries, is monitored by Mr.Karshanbhai Patel.
2.2 Factory at Laskana (Surat)
In this Factory they use Latest Technology machineries and very educated employees and
workers work in this factory. The Jalaram Steel furniture Pvt. Ltd. has got the ISO 9001:2000
certificate in 2003. Jalaram is the first steel furniture company from Gujarat having received
above certification. Jalaram has a basic Philosophy and policy of manufacturing and supplying
only quality product experience and qualified engineer are looking after the production facilities
under the direct control of managing director Mr. Karshanbhai Patel and his son.
Company has got distributor, dealer supported by trained sales and service personnel in all
important city and towns to provide timely service to there customer in addition to company has
strongly centralized marketing setup to directly look after order of bulk customer under the direct
supervisor of marketing manager. Jalaram company manufacture wooden, plastic furniture and
its marketing department handle by Mr.K.K.Soman (Marketing Manager) who has got more
than two decades of marketing experience in steel furniture and security equipment, during his
senior level association with M/S Chandan Metal Product.
Its main product is custom made furniture for Office household, Computer centre, Hospital,
Educational institutional, Canteen etc. Its main finance is State Bank of Saurasthra at Varachcha
Road, Surat. In this organization the main raw material used is CRCA Steel, Paint (Liquid and
Powder) primer, locks anti-rust treatment chemical particle board tops and other standards
accessories, company. The entire Jalaram products are warranted for a period of 24 months
against any manufacturing defects or faulty workmanship.
2.3 People behind the company
B.O.D NAME
CMD Mr. Govindbhai Patel
Director Mr. Karshanbhai Patel
Director Mr. Rajubhai Patel
Director Mr. Rajeshbhai Patel
General manager Mr. K.K. Somam
.
2.4 Manufacturing
jalaram Steel Furniture (P) Ltd., One of the largest manufacturing companies with latest plants
and machines is started in 1983 by shri Govindbhai Patel, who is a visionary, technocrat & a
person of progmatic approach.
The timely adaption of cost effective productio technique in association with group of doyens
from notional level branded steel furniture and office equipment industries, he could prove that
in any business, sharing of ?Power of Knowledge? and ?Speed of Decision? can play a derisive
role in its success. In the present era of cut-throat competition, systematic control of cost and
undesirable overhead expense is the oniy way to bring a quality product at a competitive rate.
2.5 Events
The stringent quality control and inspection method, conforming to latest IS standard is carried
out at all stages, i.e. procurement of raw material stage to despatch offinished goods and
accordingly, all due cares are taken in each and every points even from fixing screw to the final
stage of packing.
2.6 Achievement
To maintain global standard of quality and procedures, 'Jalaram' is the first furniture
manufacturer from Gujarat obtaining the ISO 9001:2008 certification.All critical components
and parts are procured only from ISO Certified manufacturers or the products with ISI marks.
The ultimate result is the dream of common as well as rich Indian furniture customers is
coming true.Yes, it is possible, high quality furniture is mostcompetitive of its kind from
"Jalaram" Products and after sale services are available through distributors, all over the
country.
2.7 Product list
1. Storage System Office Storage System
2. Desking System Chief Executive Desk
Office Table
Conference Table
Mobile Pedestal
Premium Desk
Multipurpose Table
3. Seating System Executive Chairs
Teapoy
Office Chair
Computer Chairs
Training Center Chair
Perforated 3 Steater Chair
4. Sofa
5. Canteen Furniture
Canteen Table
Dining Table
6. Library Furniture Display Rack
Glassdoor Cabinet
7. Hostel Furniture Bed
Wardrobe
Study Table
8. School Furniture Rack
Bench
9. Industrial Furniture Lockers
Cabinet
Industrial Work Bench
10. Domestic Furniture Wardrobe Cabinets
Coffer
Cash Box
11. Computer Furniture Wooden computer table
Wooden cum steel computer table
12. Mobile Storage System Pull & Push Type
Mechanical Type
13. Heavy duty storage
system Heavy Duty Rack
Light Duty Rack
14. Conference Table
2.8 List of Customers
2.8.1 Public Sector Undertaking
O. N. G. C., Surat, Dehradun, Baroda, Mehsana, Cambay
Hindustan Aeronautics Limited, Koraput
IFFCO – Kalol
B. S. N. L., Surat
G. S. F. C.
G. N. F. C. –Bharuch & Ahmedabad
Petronet LNG Limited., Dahej
Western Railway, HQ Mumbai & Div. offices,
North Western Railway, Jaipur
Gujarat Industrial Power Corp. Ltd.,
Goa Port Trust
Bharat Petroleum Corporation Ltd
Railway Staff College
C. A. R. (NIANP), Bangalore
Nuclear Power Corporation – Kakrapara
2.8.2 Central & State Government Dept & bodies.
Municipal Corporation of Greater Mumbai
Surat Municipal Corporation
Nashik Municipal Corporation
Central Excise
E. P. C.O. Bhopal
Income Tax Dept – Surat
M. P. L. U. N., Bhopal
M.P.Road Transport Corporation
M.P.Aids Control Society – Bhopal
Vedanta Aluminium
Medicine Testing Laboratory, Gwalior
Central Soil and Water Conservation – Sunabeda
2.8.3 Universities & Educational Institutions
North Maharastra University – Jalgaon
Marathwada Agriculture University – Parbhani.
Sardar Patel University - Anand
Junagadh Agriculture University – Junagadh
Navsari Agriculture University – Navsari
Dr. H. S. Gour Vishvavidyalaya - Sagar
Shivaji University – Kolhapur
M. S. University, Baroda
MDS University – Ajmer
S. V. N. I. T. – Surat
Sarvajanik College of Eng. & Tech Surat
Somaiya Trust Educational Institutions – Mumbai
Laxmi Vidyapith – Valsad
Delhi Public School, Surat
Indira Gandhi Engineering College - Sagar
Jabalpur Engineering College, Jabalpur
Jawaharlal Nehru Engineering College, Aurangabad
College of Veterinary & Animal Sci. - Udgir
Cummins College of Engineering For Women – Pune
Pravara Medical Trust – Loni
Baberia Institute Tech. – Baroda
Mahapragya Public School – Mumbai
C.K.Pithawala Engineering College – Surat
Kendriya Vidyalayas
Most of the schools and colleges in Gujarat & outside Gujarat
2.2.4 Insurance Co., Financial Institutions, Banks
L.I.C. of India – Various div. offices
Various Nationalized Banks such as S.B.I.
Co – operative Banks such as KDDC – Kolhapur,
2.2.5 Corporate House in public & Private
Essar Group of Companies
L & T
TATA Motors – Pune
Sesa Goa – Panji
Wockhardt Group of companies
Jaya Hind Industries, Pune
Enercon India Ltd. – Daman
P. C. L. Baroda & Dahej
Garden Silk Mills Ltd
Eagle Poonawala Industry Ltd
Welspun India Ltd
Cargill India Pvt. Ltd
Sun Pharma Ltd.
Steelco Gujarat Ltd.
Karp Mfg. Co. & diamond units in Surat & Navsari
C. Mahendra
Laxmi Diamond
Mahendra Brothers
Facets Polishing Works Pvt. Ltd.
R. R. Diamond
B. D. M. Mahavir Cardiac Hospital
Most of the hospitals inside and outside Gujarat
Sanofi Aventis Pharma Ltd.
Prestigious Projects of Architects – Mr. Snehal Shah, Mr. Kaizar Meer, Mr. Mukeshbhai
Variawala, Mr. Rajnibhai/Mr.Vipulbhai
Dakshin Gujarat Vij Company Ltd.
2.2.6 Thousand of household and individual customers
2.3 Future plan of the organization
Company is Planning to go on a National Level on Marketing as well as Productive front: - Such
as Cupboard, Table, and Chairs. Etc., Company is going to make high value products: Such as
Executive Furniture, Powder Coated Furniture, and Liquid Coated Furniture. Company is going
to manufacture an Oven Coated Product and Powder Coated Product. Not Only Raw Materials
but all the Hardware is being qualified
Conceptual framework
3. Conceptual Framework
3.1 Definition Of Consumer Satisfaction
1. 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.
2. 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. ...
3. A customer's perception of the degree to which their requirements have been fulfilled
4. Customers Experience Of A Product Or A Service Is Multifaceted So Hard To Determine
5. Customer satisfaction should not be viewed in a vacuum.For example, a customer may be
satisfied with a product or service and therefore rate the product or service highly in a
survey and yet same customer may buy another product.
3.2 TYPES OF CUSTOMERS :
There Are Two Types Internal Customers External Customers Internal Customers Customers
Inside The Company. Every Person In The Process. Each Dept Is Customer Of Another.
External Customer Who Uses The Product Who Purchases The Product Who Influences The
Sale Of Product Customer Perception Of Quality Quality Is What Customer Perceives To Be.
Customer Change Their Needs
3.3 CUSTOMER PERCEPTION OF QUALITY
Asq Survey Shows That Important Factors That Influence Purchasing Are
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation
3.4 FEEDBACK
Comment Card.
Customer Questionnaire.
Focus Groups.
Toll Free Telephone No.
Customer Visits.
Report Card.
Internet & Computer.
Employee Feedback.
Customer complaints
FINDINGS AND ANALYSIS
Q.1 Do you ever purchased any kind of furniture from “Jalaram Furniture”?
Table:
Yes No Percentage (%)
Yes 80 80No 20 20
Total 100 100
Graph:
Interpretation :-
The above chart shows that 80 respondents are purchased of furniture fromJalaram Furnitur, 20 respondents are not purchased of furniture from Jalaram Furniture
Q: 2 If Yes then what kind of furniture(s) you purchased from “Jalaram Furniture”? (Multiple tick mark is possible)
Table:
Types of Furniture Frequency Percentage (%)Cupboard 31 20
Chair 38 24Table 33 21
Treasure 15 9Home Furniture 28 18
Other 13 8Total 158 100
Graph:
Interpretation
The above chart shows that 31 respondent are purchased Cupboard,38 respondent are purchased Chair,33 respondent are purchased Table,15 respondent are purchased Treasure,28 respondent are purchased Home Furniture13 respondent are purchased Other furniture from jalaram furniture
Q: 3 What kind of use of that furniture?
Table:
Particular Frequency Percentage (%)Home Purpose 47 59Office Purpose 33 33
Total 80 100
Graph:
Interpretation
In this survey 47 buyer use purchased furniture as home purpose and rest of buyer 33 use purchased furniture as office purpose.
Q: 4 Tick mark others furniture manufacturer you know. (Multiple tick mark is possible)
4.1 National
Table:
National Frequency Percentage (%)Godrej 51 64Durian 20 25
Nilkamal 9 11Total 80 100
Graph:
Interpretation
51 respondent are know Godrej furniture for national level furniture manufacturer
20 respondent are know Durian furniture for national level furniture manufacturer
9 respondent are know Nilkamal furniture for national level furniture manufacturer
4.2 Domestic
Table:
Domestic Frequency Percentage (%)Jay Bhagvan 21 26
Sheetal 44 55Sun Shine 15 19
Total 80 100
Graph:
Interpretation
21 respondent are know Jay Bhagvan furniture for Domestic level furniture manufacturer
44 respondent are know Sheetal furniture for Domestic level furniture manufacturerr company
15 respondent are know Sun Shine furniture for Domestic level furniture manufacturer company
Q: 5 How would you rate Jalaram Furniture on following parameters?
Table:
No Parameter Very Good
Good Fair Poor Very Poor
Total WAM
1 Quality of product 43 29 8 0 0 80 1.56
2 opinion about behavior of sales person
21 40 18 1 0 80 1.99
3 overall opinion 7 42 30 1 0 80 2.31
4 price 15 48 13 4 0 80 1.89
5 Product range 17 43 20 0 0 80 2.04
Graph:
5.1 Quality of product
Table:
xi fi fixi1 43 432 29 583 8 244 0 05 0 0
Total 80 125
Graph:
Interpretation
43 respondents believe that the quality of Jalaram Furniture is Very Good
58 respondents believe that the quality of Jalaram Furniture is good
24 respondents believe that the quality of Jalaram Furniture is fair
0 respondents believe that the quality of Jalaram Furniture is poor
0 respondents believe that the quality of Jalaram Furniture is very poor
5.2 opinion about behavior of sales person
Table:
xi fi fixi1 21 212 40 803 18 544 1 45 0 0
Total 80 159
Graph:
WAM =
∑ fixi
∑ fi
12580
=1.56
Interpretation
21 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is Very Good40 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is Good18 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is fair01 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is Poor00 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is very poor
5.3 overall opinion
Table:
xi fi fixi1 7 72 42 843 30 904 1 45 0 0
Total 80 185
WAM =
∑ fixi
∑ fi
15980
= 1.99
Graph:
Interpretation
07 respondents believe that the overall opinion of Jalaram Furniture is Very Good
42 respondents believe that the overall opinion of Jalaram Furniture is Good
30 respondents believe that the overall opinion of Jalaram Furniture is fair
01 respondents believe that the overall opinion of Jalaram Furniture is Poor
00 respondents believe that the overall opinion of Jalaram Furniture is very poor
5.4 price
Table:
xi fi fixi1 15 152 48 963 13 394 4 165 0 0
Total 80 151
WAM =
∑ fixi
∑ fi
18580
= 2.31
Graph:
Interpretation
15 respondents believe that the price of Jalaram Furniture is Very Good
48 respondents believe that the price of Jalaram Furniture is Good
30 respondents believe that the price of Jalaram Furniture is fair
13 respondents believe that the price of Jalaram Furniture is Poor
04 respondents believe that the price of Jalaram Furniture is very poor
5.5 Product range
Table:
xi fi fixi1 17 172 43 863 20 604 0 05 0 0
Total 80 163
WAM =
∑ fixi
∑ fi
15180
= 1.89
Graph:
Interpretation
17 respondents believe that the Product range of Jalaram Furniture is Very Good
43 respondents believe that the Product range of Jalaram Furniture is Good
30 respondents believe that the Product range of Jalaram Furniture is fair
20 respondents believe that the Product range of Jalaram Furniture is Poor
0 respondents believe that the Product range of Jalaram Furniture is very poor
Q: 6 What kind of quality of product you like mostly?
Table:
Factor Frequency Percentage (%)Size 15 19
Shape 33 41Weight 8 10Color 15 19
Comfort ness 9 11Total 80 100
WAM =
∑ f ixi
∑ fi
16380
= 2.04
Graph:
Interpretation
15 respondents prefer the Size of product
33 respondents prefer the Shape of product
09 respondents prefer the Weight of product
15 respondents prefer the Color of product
09 respondents prefer the Comfort ness of product
Q: 7 Product Range available at “Jalaram Furniture” is…..
Table:
Reason Frequency Percentage (%)Wide 23 29
Sufficient 47 59Not Enough 10 12
Total 80 100
Graph:
Interpretation
Product Range at Jalaram Furniture is not very crucial. Most of 73 responses are for sufficient
product range. Now a days people prefer the wide range of home decoration or office decoration
furniture product.
Q: 8 Design of product which you purchased from “Jalaram Furniture” is…..
Table:
Design Frequency Percentage (%)Decorative but not
comfortable4 5
Decorative and Comfortable
30 37
Comfortable 43 54Not Comfortable 3 4
Total 80 100
Graph:
Interpretation
The above graph shows opinion of respondents about design of product
4 respondent are Responses for Decorative but not comfortable design of product
30 respondent are Responses for Decorative and comfortable design of product
43 respondent are Responses for Comfortable design of product
3 respondent are Responses for Not Comfortable design of product
Q:9 Whether the delivery period was satisfied or not?
Table:
Answer Frequency Percentage (%)Yes 55 69No 25 31
Total 80 100
Graph:
Interpretation
I found that 55 respondents are satisfied of delivery period and 25 respondents are not satisfied of delivery period of jalaram furniture
Q:10 Are you satisfy with discount and schemes offered by “Jalaram Furniture”?
Table:
Answer Frequency Percentage (%)Yes 46 57No 34 43
Total 80 100
Graph:
Interpretation
Above graph and table show that the discount and schemes offered by Jalaram Furniture is little bit satisfied 46 respondents. 34 people believe that discount scheme offered by Jalaram Furniture is not satisfy.
Q:11 Are you satisfy with after sales service provided by “Jalaram Furniture”?
Table:
Answer Frequency Percentage (%)Yes 67 84No 13 16
Total 80 100
Graph:
Interpretation:
The above table and graph show that the 67 respondents are satisfied of after sales service
provided by Jalaram Furniture and 13 respondents are not satisfied of after sales service
provided by Jalaram Furniture
Q:12 According to you, what kind of changes you aspect from “Jalaram Furniture”? (Multiple tick mark is possible)
Table:
Changes in Frequency Percentage (%)Price 24 19
Quality 9 7
Product Range 21 17Delivery Period 24 13
Promotional Schemes 31 24After Sales Service 18 14
Total 106 100
Graph:
Interpretation:
The above graph represents the changes wanted by respondents.
Most number of 31 respondents wanted changes related to promotional schemes 24 respondents
wanted changes related to price ,24 respondents Delivery Period,21 respondents Product Range
and last 18 respondents After Sales Service offered by Jalaram Furniture.
Q:13 Would you like to become a regular customer of “Jalaram Furniture”?
Table:
Answer Frequency Percentage (%)Yes 38 48No 9 11
Can’t Say 33 41Total 80 100
Graph:
Interpretation:
The above graph shows tendency of people to become a regular customer of Jalaram Furniture.
38 respondents are interested to become a regular customer.
09 respondents are not interested to become a regular customer
33 respondents can’t answer
Q:14 Would you like to recommended others about “Jalaram Furniture”?
Table:
Answer Frequency Percentage (%)Yes 65 81No 15 19
Total 80 100
Graph:
Interpretation:
As the above table and graph shows, 65 respondents are interested to recommend Jalaram
Furniture to others. This is happen because overall opinion of respondents about Jalaram
Furniture is Good
Cross Tabulation
1. QUALITY OF PRODUCT YOU LIKE MOSTLY v/s AGE
QUALITY OF AGE Total
PRODUCT
YOU LIKE
MOSTLY
Less
than 20
21 to 30 31 to 40 40 to 50 51 to
Above
Size 0 5 9 1 0 15Shape 0 20 10 3 0 33Weight 0 6 2 0 0 8Color 0 9 3 3 0 15
Comfort ness 0 4 3 2 0 9
Total 0 44 27 9 0 80
QUALITY OF
PRODUCT
INCOME Total
Less
than
150000
150000
To
200000
to
250000
to
300000
Above
200000 250000 300000
Very Good 2 14 16 9 2 43Good 5 12 8 3 1 29Fair 3 5 0 0 0 8Poor 0 0 0 0 0 0
Very Poor 0 0 0 0 0 0
Total 10 31 24 12 3 80
2. QUALITY OF PRODUCT v/s INCOME
FINDINGS
80 respondent are purchased of furniture from Jalaram Furniture
38 respondent are purchased of chair and sofa from jalaram furniture
47 respondent are purchased of furniture for use of Home Purpose
Out of total respondents 47 respondents uses of Home Purpose and 33 respondents uses
of Home Purpose furniture
43 respondent are said the Quality of product is very good of jalaram furniture
33 respondents consider the shape of quality of product like mostly then Size and Color
43 respondent are Comfortable of product purchased from “Jalaram Furniture
43 respondent are Responses for Comfortable design of product purchased from Jalaram
Furniture
34 people believe that discount scheme offered by Jalaram Furniture is not satisfy.
67 respondents are satisfied of after sales service provided by Jalaram Furniture
Most number of 31 respondents wanted changes related to promotional schemes of
jalaram furniture
38 respondents are interested to become a regular customer of Jalaram Furniture
SUGGESTION
It is always difficult to suggest suggestions to anyone. As per the findings and data
interpretation, I want to suggest the following matters:
1. Jalaram Furniture should essential need to increase its brand awareness. For these
purpose Jalaram can use various types of sales promotion and advertising campaign.
Jalaram Furniture should advertise by news paper, broachers and also by hoardings.
2. Jalaram Furniture should improve its Quality as most peoples are stress on the
quality while purchasing the Furniture. Jalaram Furniture should introduce various types
of Furniture with different quality and different prices as it has own research center.
3. Jalaram Furniture should improve its designing of product because 54% respondents
believe that the design of product is only comfortable. According to them it should be
comfortable and decorative.
4. Jalaram Furniture should try its best to make a good brand image in the mind of
customers and competitors.
CONCLUSION
Completing this study I found that, the company fulfills consumer requirements but as
the time changes company should change their market strategy, so it will be a bright
future in the coming year. I have seen that the organization is well working and good
market coverage also. The company has need to earned good brand image and
reputation in the market.