Project Dhaneesh

1Management Project

CONTENTS

CHAPTER I INTRODUCTION TO THE SUBJECT STUDY

CHAPTER II INDUSTRY AND COMPANY PROFILE

CHAPTER III OBJECTIVES

RESEARCH METHODOLGY

LIMITATION

CHAPTER IV DATA ANALYSI S AND INTERPRETATION

CHAPTER V FINDINGS SUGGESTION

CONCLUSION

APPENDIX

BIBLIOGRAPHY

1 Ilahia College of Arts & Science

2Management Project

LIST TABLES

Sl. No.

Titles Page.No.

1 Usage of various jive products 332 Type of products preferred by respondents 353 Frequency of purchase of jive products 37

4 Comparison of jive products with other products 395 Satisfaction of packing and design of jive products 416 Factors that influence the purchase decision of customer

about the Jive products.

43

7 Satisfaction of jive products 458 The specific the reason of satisfaction of jive products 47

9 The awareness of the customers about jive products 49

10 Availability of jive products at your convenience 5111 Satisfaction of dealers of jive product 5312 Complaints about Jive products 5513 The complaints……… 5714 Problem faced by customers using no Jive products 5915 Product price compared to other companies product 61


3Management Project

LIST DIAGRAM

Sl. No.

Titles Page.No.

1 Usage of various jive products 342 Type of products preferred by respondents 363 Frequency of purchase of jive products 38

4 Comparison of jive products with other products 405 Satisfaction of packing and design of jive products 426 Factors that influence the purchase decision of customer

about the Jive products.

44

7 Satisfaction of jive products 468 The specific the reason of satisfaction of jive products 48

9 The awareness of the customers about jive products 50

10 Availability of jive products at your convenience 5211 Satisfaction of dealers of jive product 5412 Complaints about Jive products 5613 The complaints……… 6814 Problem faced by customers using no Jive products 6015 Product price compared to other companies product 62


4Management Project

CHAPTER - 1

INTRODUCTION


5Management Project

INTRODUCTION

Customer plays a vital role in the marketing of goods

and services. In today’s life, goods of various kinds are used.

Varieties of goods are produced, as the satisfaction level of one

person differs from the other. Every person, have their own

assumption of, how the product must be, its look use etc, which must

be understood by the marketing man and take necessary measures to

improve the production based on customers satisfaction. Simply

production of goods, with out considering the taste, preference,

interest of consumer will result in production failure. So, in the other

words it can be said that consumer occupy the most important role in

a market.

It is the customer who occupies the most important

position in the market. The term marketing starts with the

identification of a specific need on the part of the customer and end

with the satisfaction of that need. The customer is found both at the

beginning and end at the end of marketing process. Inorder to satisfy

the needs and desires of customer the goods must be delivered at the

right time, at the right place and at an acceptable price. The marketing

concept states that the customers want satisfaction is the economic

and social justification of the firm’s existence.


6Management Project

The buyer is exposed to a world of information new

products, new services and new uses for existing products, new ideas

and new styles. His attitude towards this bombardment of information

is peculiar. He is a riddle and is a highly entity. He perceives and

retain only what he would normally like to perceive and retain. When

the buyer takes a buying decision there in no rigid rule to bind him.

Some times the decision is taken on the spot. Sometimes he may

decide after a long search. So it is clear that an in-dept study of the

customers his profile, his characteristics and buying behaviour is

always relevant.

The problem of solving the puzzle of the buyer

behaviour is not easy. The behaviour depends up on the buyer’s needs

keep on changing. What motivates him? How does he react to a new

product introduced in the market? Why does he buy a specific brand

from a particular shop? These are some of the questions learned by a

marketing man. The govt.and customers forums have to predict needs

and protect the rights of the customers any wrong inference in this

process will affect all the concerned players in the market adversely.

The customer goods can be divided in to customer

durable goods and non-durable goods. Durable goods are those goods,

which can be used for a long period of time. But non-durable goods

are mainly single-use equipments like soap washing powder etc.

example for durable goods are washing machine, television etc.


7Management Project

With mobility, the customer profile keeps changing

and the market become volatile or fluid. The expectation of customer

change, their life style changes, their needs and behaviour also

changes. And this result in segmentation of markets sharply which

were until then fairly homogenous. Now, it can be seen that there is

more expenditure on non-food items than on food items; the

respective shares of transport, communication, education and

recreation also have been steadily going up.

Statement of the problem

The study is titled that ‘A Study on Customer Satisfaction

With Reference to Nadukkara Agro Processing Company Ltd,

Muvattupuzha’.

Scope of study

Customer are the lifeline of any organization because

they keep its products moving and customers have emulated from a

mere purchasing instruments to a matured substance who knows each

and every aspect about the product, they have become more aware

and one would be surprised with the extent of their awareness and

they come with multi dimensional aspirations, any how satisfying and

keeping on satisfying the customer in an integral part, this study

which focus on the integral part of the satisfaction is an eye opener to

the company and could be compared with firms of similar type hence

this study has a wide scope.


8Management Project

CHAPTER 2

PROFILE OF

THE

ORGANISATION


9Management Project

PROFILE OF THE ORGANISATION

The finest farms in Kerala

The JIVE ranges of products are the fruits of the farmers

of Muvattupuzha, Kerala. This area is known for its extensive

cultivation of pineapple. JIVE is the outcome of a project promoted

by the Kerala Horticulture Development Program (KHDP), a venture

between the European Union and Government of Kerala. Recognizing

Kerala’s vast potential, the KHDP’s principal aim has been to

promote growth of high quality horticulture and at the same time

provide substantial direct benefits to the farmers. To meet this

objective, it has setup a fruit- processing factory for processing

mango, pineapple, papaya and other tropical fruits. These products

from the vehicle for generating supplementary income for farers.

A State-of-the-art factory


10Management Project

The factory is located at Nadukkara, and is managed

by Nadukkara Agro Processing Company. It conforms to international

norms and has earned both the ISO 9002 and HACCP certification;

Nadukkara Agro Processing Company Ltd. (NAPCL) is a public

limited company with farmers holding 70% share and Government of

Kerala 30%. It functions with the active involvement of European

Union and has become member of SGF, an organization of fruit juice

manufacturers from the European Community. Farmer’s registered

with the company supply fresh Pineapples. The fruits are taken care of

at every stage in their growth and are plucked only at the right

moment for use. They are processed and packed through the most

hygienic and high tech methods prevalent in the world.

An assurance of quality

Our products can measure up to the strictest of

international norms. Every product in our product range goes through

stringent quality control measures, before it appears in its final form

before the customer. From the section of the best fruit, to the aseptic

packing, there are no compromises. Modern crop management

techniques, use of high quality suckers, scientific farming and post

harvesting method are incorporated so that the fruits are the best in

taste and goodness. The raw materials selected are the finest, and

online analysis by qualified professionals control the parameters

during production and guarantees a final product that is consistently

good. The factory uses the very latest automated equipments from

India and Europe. Every stage of the operation is automated,



eliminating the possibility of contamination altogether. No wonder

then, that the Nadukkara Agro Processing Company has earned

widespread recognition for its high standards – as the ISO 9002 and

HACCP certification will bear witness.

High tech processing

Plucked at the ripe time for processing, the fruits

procured are the very best of the produce. Using controlled processing

conditions, concentrates; RTS and candies of uniform taste, aroma

and flavour are produced. There are 3 products lines:

Concentrate Line

The factory can process 3.5-tones/hour input of

pineapple and concentrate it to normally 60 Bx using a single stage

scrapped surface vacuum concentrator. The finished product is

aseptically packed in 220 Liter bag-in-drum. Mango is produced at the

rate of 2-tones/hour inputs and concentrated to 28 Bx during the

mango season. Produce is exported as well as supplied all over India.

RTS (ready to serve)



The RTS line employs a Tetra Pack TBA/9 machine

with an out put of 6,000 cartons/hour of 250ml size. Cartons are

automatically packed 27 to a tray and shrink wrapped.

Candied fruit

Tropical fruits like Pineapple, papaya, mango, banana

and jackfruit can be candied using the ‘kandimat’ technology,

producing high quality candy. The capacity is 1200kgs/batch.

A range of products

The delicious fruits of Kerala are transformed in to a

series of products that please customer, and at the same time provide

commercial returns to the farmer who have toiled over them. Over

product range includes:

Jive pineapple juice (250ml Tetra pack)

This product contains pineapple juice without any

preservatives or artificial colouring agents. The product is

conveniently packed in tetra pack and can be used anywhere, anytime.

Shelf life is 6 months.



Jive splash (200ml mango-pineapple nectar)

Jive splash is fruit nectar comprising mango and

pineapple. This product brings the goodness of both fruits with the

USP – ‘Double Fruit, Double Energy’. It comes in a convenient,

hygienic tetra pack packaging. Shelf life is 6 months.

Jive pineapple concentrate (700ml pet bottles)

This is a concentrate of pineapple juice with

preservatives and added flavors. When mixed in a ration of 1 part of

pineapple juice concentrate with 4 parts of chilled water, it creates a

refreshing pineapple drink. Shelf life is 1year.

Fruit Candies

Jive pineapple/ginger/papaya candies: candies are

packed in attractive plastic tubs of 100gms & 75gms. These candies

are made from de-hydrated fruits without any added colour, flavour or

preservatives and make ideal snacks. Shelf life is 6 months.

Institutional packages

For institutional supplies, pineapple and mango juice

concentrates as well as pulp are packed in 220 ltr aseptic bag-in-

drums.



Exports

The produce of NAPC is exported to different countries

around the world, after meeting the most stringent international

quality standards.



LITERATURE

FRAME

WORK



LITERATURE FRAME WORK

Definition of CUSTOMER SATISFACTON

The company’s ability to fulfill the business, emotional

and psychological needs of its customers.

Quality of your service delivery expected by the customers

Providing good service in a pleasant manner and meeting

the customer’s expectations.

A measure of the degree to which a product or service

meets the customer’s expectation.

A measurement or indicator of the degree to which

customers or users of an organization’s products or services are

pleased with those products services, typically measured by an

attitude questionnaire.

If the customer’s expectations of product quality, service

quality and price are exceeded, a firm will achieve high levels of



customer satisfaction and will create “customer delight”. If the

customer’s expectations are not met, customer dissatisfaction will

result. And the lower satisfaction level, the more likely the customer

is to stop buying from the firm…

Comparison of expectations versus perception of experience.

Customer Service

Who involved in servicing your customers? Who needs to

be?

How well are the people on the front lines of your company

trained?

How consistent is their execution?

Would your rate your customer service as something worth

talking about?

Would you be return customer at your company?

Is customer service leading consistently to additional revenue?

What’s the word on the street about you?

There are a few questions to prompt your to consider

how your customer views your company and to high light

opportunities for improvement.



Many companies today struggle to become truly

significant because they are trying to increase revenue and

productivity and gain market share using the “survival skills” that

helped start the business. As the scope of the business changes, the

hard work and force-of-will effort that were essential to early survival

can become an obstacle to a drag on future growth. This is especially

true when it comes to servicing customers.

Superior customer service is the easiest way for

businesses to differentiate and distance themselves from the

competition, but it also the most overlooked and underutilized. One

thing is certain; you can’t put customer service in a box and delegate

it to specific persons or roles in your company and expect to have

loyal customers. Great service should equal loyal customers that

should equal unsolicited referrals. Customer satisfaction should be the

lowest level of acceptable service in your company.

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

much effort as I should because it does take a lot of energy and

effort!”

STRATEGIZE AND PLAN FOR LOYALTY



These four factors will greatly effect 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 may be 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?

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 show, 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 customers 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

customer 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.

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 firm.

The growing number of academic studies

On customer satisfaction and the mixed findings they

report complicate effort among managers and academics to identify

the antecedents to and outcome of businesses having more versus less

satisfied customers. These mixed findings and the growing emphasis

by the manager on having satisfied customers point to the value of

empirically synthesizing the evidence on customer satisfaction to

assess current knowledge. To this end the author conducts a meta-

analysis of the reported findings on customer satisfaction. They

documented that equity and disconfirmation are most strongly related

to customer satisfaction on average. They also find that measurement

and method factor that characterize the research often moderate

relationship strength between satisfaction and its antecedents and



outcomes. The author discusses the implication surrounding these

effects and several directions for future research.

GETTING STARTED WITH CUSTOMER SATISFACTION

Talk and interact informally with your customers first (no

clearance required)

Use focus groups when you need more structured approach to

talking to your customers (clearance required).

Digest this information and reflect upon how it can help you improve

your customer service when combined with additional information.

Only then make plants for full-blown surveys to validate this

qualitative information and gather the additional needed data.

Thinking Small: Customer satisfaction depends on your attitude

Sales not where you want them no matter what you do?

Just above everyone with a sales force has had this

problem at one time or another, but there are tools to increase sales

through customer satisfaction. Successes will depend on your sales

force obtaining the money, time and recognition they feel they

deserve. Frankly, unless you buy into the project, you will be the only

loser.



Blindly throwing money at your sale people won’t work.

That’s been tried. All it does is make them wealthy. So how can you

satisfy the wants and needs of your customers and your sales people

and stay solvent in the process? Try a customer-satisfaction incentive

program. Here’s an outline that has worked for several companies.

Modify it, change it, and make it yours.

Set a few achievable goals. A goal could be: “After the

customer buys the first time, they continues to buy, increasing their

order each time”. Or,” When the customer buys, they like us so well

they recommended others to our product or services, so we will give

them a discount on their next order”. Still another measurement goal

might be, “Our regular customers increases their order by 10% each

month. And we reward that behavior with lower prices”.



Consideration for Information Collections of Customer Satisfaction by Regulators of Regulated Entities

Do collect customer’s opinion of what they want and

their satisfaction with what they are getting.

Don’t use customer satisfaction surveys as the vehicle to

collect information on the objectives outcomes of an agency

program.

Do provide creditable confidentiality for your customer

response.

Don’t collect procedures that identify our customers so

that they perceive that their responses could be used against

them.

Do collect information that your customers perceive as

innocuous and of potential benefit to them.

Don’t collect information that your customer could

perceive as threatening their interest.

Do use information collection that you have tested to

ensure that they are quick and easy to complete and provide the

information you need.

Don’t use long, confusing, burdensome collection

instruments.



Do design the information collection process to ensure

high response rate when you want to make decision based on

the results or make generalized statement about your customer.

Don’t be concerned about response rates when you

intend your information collections only to initiate

understanding and insight.

Do ask questions about items that are “actionable,” i.e.,

items that your agency can change within existing constraints.

Don’t ask questions that will raise your customers’

expectations about changes that agency can’t or won’t

implement.



CHAPTER 3

RESEARCH

METHODOLOGY



RESEARCH METHODOLOGY

Research methodology

Research is the art of scientific investigation. It is common way

of search for knowledge. Research in common parlance refers to a

search for knowledge. One can also define research as a scientific and

systemic search for pertinent information on a specific topic. Intact

research can also be thought as a careful investigation or inquiry

especially through search for new facts in any branch knowledge.

The relevant data on the subject under study has been collected

from both primary and secondary data sources. Questionnaire method

was used for collecting primary data. Primary data required for this

study were generated from customers.

The study is conducted during the period from January 5th to

February 10th 2008. The sample size is respondents from customer

and 50 are sample are selected for the study by adopting convenience

sampling method. The questions used for the study were closed and



questions and the representative are approached directly. Before the

actual survey a pilot study comparing five individual also have been

conducted to have and in sight into various facts of the problem.

The secondary data for the study were collected from books,

magazines, journals, newspapers, Internet etc. the information

provided by the respondents were suitably classified, tabulated and

analyzed with the help of the simple percentage method. It is the

simplest way of analyzing the interrelated features of the data. The

result of the study represented by table, chart and diagrams.

1. Research Design

It is a master plan or model for the conduct of formal

investigation and survey. It is the specification of method and

procedure for acquiring the information needed for solving the

problems. Research design specially mentioned how the data require

for the study is to be collected.

Research design is a blue print for doing research in a most

effective way.

A research design is the arrangement of condition for collection

and analysis of data in a manner that aims to combine relevant to the

purpose with economy in procedure. Three these type of research

design.

1) Exploratory

2) Descriptive

3) Experimental study

2. Sampling decisions



Convenience sampling was adopted to collect the data. The

sampling size is 50 respondents from customers.

3. Area for study

The study contacted in Ernakulam District.

4. Data collection

Both primary and secondary data were used for the research.

The primary data are collected through questionnaire. The secondary

data were collected from books, Internet and newspaper.

5. Data analysis

The collected data used for analysis in the method of percentage analysis.6. Preparation of the report

Finally the report was prepared in accordance with the objectives laid down earlier.

Method of Data Collection

For the present study both primary data and secondary data are

used.

Primary Data Collection

In this study the primary data is collected through survey

method.

Survey method

In the survey method the data collection in made by using

questionnaires and conducting personal interviews. It is the



techniques of gathering first hand information by asking questions to

the respondent directly. This method is called questionnaire method.

Secondary Data

These are information’s from any published source, which may

be useful for the study. The secondary data for the study is collected

from various journals, periodicals, and magazines.

Objectives

1. To know the level of satisfaction of customer in

Ernakulam District

2. To evaluate the marketing activities of the products

3. To increase the sale of products

4. To suggest some probable measure for improvement

Limitations

1. Lack of time

2. Lack of availability of secondary data

3. Lack of co-operation from the people while collecting the

primary data



CHAPTER 4

DATA ANALYSIS

AND

INTERPRETATION



DATA ANALYSIS AND INTERPRETATION

In order to extract meaningful information from the data

collected, the analysis and interpretation is carried out. The data as

first edited coded and tabulated for the purpose of analyzing them.

One editing, coding and tabulating is a must when the interviewer

amassed a huge amount of data concerning the research project at

land.

The analysis basically aimed of giving interference of

association or differences between the various variables in the

research. The analysis was conducted by using simple statistical tools

like percentage, average and measures of dispersion. Alternatively,

the collected data was analyzed by using tables and graphs. Data in

cross-tabulated to produce useful relationship among the variables

involved.

Finally meaning of data extracted the analysis thus

conducted. The conclusion, summary and recommendation of

research are base on the statistical analysis and reference drawn.



Table showing the usage of various jive products.

Table –1

OPINION NO OFRESPONDENTS

PERCENTAGE

Yes 28 56No 22 44Total 50 100

Interpretation

The above table shows that 56% of respondents are using Jive

products other 44% are not using any jive products.



Diagram-1



Table showing type of products preferred by respondents

Table-2

Products No of respondents

Percentage

Jive pineapple juice 8 29 Jive splash 12 42Jive pineapple concentrate

5 18

Juice fruit candies 3 11Total 28 100

. Only 28 respondents are satisfied

Interpretation

The above table shows that it is clear that 42% of respondents

prefer jive splash jive pineapple juice are used by only 29%.



Diagram-2

A - Jive Pineapple Juice

B - Jive Splash

C- Jive Pineapple Concentrate

D- Jive Fruit Candies



Table showing the frequency of purchase of jive products

Table-3

Interpretation

The above table shows that 50% of the respondents are using

Jive products occasionally 25% are using only once in a month.


Frequency No of respondents

Percentage

Daily 2 7 Once in a week 5 18 Once in a month 7 25 Occasionally 14 50 Total 28 100


Diagram-3

A- DailyB- Once in a weekC- Once in a monthD- Occasionally



Table showing the comparison of jive products with other products

Table-4

PRODUCT NO OFRESPONDENTS

PERCENTAGE

Jive products 29 58Other products 21 42Total 50 100

Interpretation

The above table shows that 58% of respondents says that Jive

products good as compared with other products. Other 42% are not

satisfied



Diagram-4



Table showing the satisfaction of packing and design of jive products

Table –5


PERCENTAGE

Yes 26 52No 24 48Total 50 100

Interpretation

The above table shows that 52% of respondents are satisfied

about the packing and designing other 48% are not satisfied.



Diagram-5



Table showing the factors that influence the purchase decision of

customer about the Jive products.

Table

–6

Interpretation

The above table shows that 38% of respondents buying

decision is depends on its taste 33% depends on price another 24% on

brand image 24% is based on packing.


Factors No of respondents

Percentage

Taste 19 38 Price 11 22 Brand image 12 24 Package 5 10Advertisement 3 6 Total 50 100


Diagram-6

A- Taste

B- Price

C- Brand name

D- Package



E- Advertisement

Table showing the satisfaction of jive products

Table –7


PERCENTAGE

Yes 27 54No 23 46Total 50 100

Interpretation


about the product other 46% are not satisfied.



Diagram-7



Table showing the specific the reason of satisfaction of jive

products.

Table –8



Percentage

Quality 14 28 Price 11 22 Packing 8 16 Supply 5 10 Quantity 12 24 Total 50 100


Interpretation

Te above table shows that satisfaction of jive products 28%

depends on quality other 22% depends on price, another 16%

respondents the base of packing and another 10% and 24% are supply

and quantity respectively.

Diagram-8



A-Quality

B-Price

C-Packing

D-Supply

E-Quantity

Table showing the awareness of the customers about jive products.

Table-9



Percentage

Through

advertisement

18 36

Through dealers 15 30

Through other

customers

17 34

Total 50 100


Interpretation

The above table shows that the awareness about the jive

products 36% are through advertisement 30% are through dealers

34% are through other customer.

Diagram-9



A-Through advertisement

B-Through dealers

C-Through other customers

Table showing the availability of jive products at your convenience

Table –10




PERCENTAGE

Yes 36 72No 14 28Total 50 100

Interpretation


about the availability of the product at your convenience and other

28% are not satisfied.

Diagram-10



Table showing the satisfaction of dealers of jive products

Table –11




PERCENTAGE

Yes 32 64No 18 36Total 50 100

Interpretation


with dealer of jive product and 36% are not satisfied.

Diagram-11



Table showing the complaints about Jive products

Table –12




PERCENTAGE

Yes 17 34No 33 66Total 50 100

Interpretation

The above table shows that 34% of respondents have

complaints about the product other 66% have no complaints.

Diagram-12



Table showing the complaints………



Table–13

Interpretation

The above table shows that complaint about the jive products

are 24% depends on quality another 35% depends on price other 7%

depends on packing and another 24% are depend on supply.



Percentage

Quality 4 24 Price 6 35 Packing 3 17 Supply 4 24 Total 17 100


Diagram-13

A-Quality

B-Price

C-Packing

D-Supply



Table showing any problem faced by customers using no Jive products

Table –14


PERCENTAGE

Yes 17 34No 33 66Total 50 100

Interpretation

The above table shows that 34% of respondents facing the

problem 66% have no problem.



Diagram-14



Table showing the product price compared to other companies product

Table –15


PERCENTAGE

Yes 18 36No 32 64Total 50 100

Interpretation

The above table shows that it is clear that 64% of

respondents are voted for other products and other 36% are agreed to

price of the products.



Diagram-15



CHAPTER 5

FINDINGS

SUGGESTION

CONCLUSION



FINDINGS

1. 56% of respondents are used any jive products

2. 42% of the respondents are used jive splash

3. Most of them are buying occasionally

4. 52%of respondents are to better packaging and designing

compared to other comparative products

5. 38% of respondents are buying behaviour depends on the

taste of the products

6. 54% of respondents are satisfied about the product

7. 36% of respondents awarded about the product through

advertisement.

8. 72% respondents are satisfy about the convenience of jive

products



SUGGESTION



SUGGESTION

1. Jive has to revise the price charged to its various products.

2. The company has to conduct some consumer awareness

programs such as seminars, classes and campaigns,

advertisements etc…

3. More care should be exercised an advertising.

4. Improve the quality and supply at product.

5. Ensure satisfaction of all customers.

6. Implementation of effective sale promotion tools.

7. Give more importance to the feed back from the part of

customers.

8. Give training to dealers for better service to customers.



CONCLUSION



CONCLUSION

The study is titled as ‘A study on customer satisfaction

with reference to Nadukkara Agro Processing Company Ltd,

Muvattupuzha’. Both primary data and secondary data were

used for the research. Convenience sampling was adopted to

collect the data. The sampling size used was 50. The study was

conducted in Ernakulam District. Major findings of this study

are 56% of the respondents use jive products. Most of them buy

it occasionally. 36% of the respondents were aware about the

product through advertisement. Major suggestions in this study

are that more care should be exercised in advertising,

improving the quality and supply of products, implementation

of effective sales promotion tools.



APPENDIX



QUESTIONNAIRE

1. Name

2. Age

3. Sex

4. Respondent employ or not

5. Income of respondent

6. Do you use various product of jive

Yes No

7. If yes what type of products do u prefer

Jive pineapple juice Jive splash

Jive pineapple concentrate Jive fruit candies

8. How frequently do you purchase jive products

Daily Once in a week

Once in a month Occasionally

9. Do you think jive products are better than other products

Yes No



10.Are you satisfied with the packaging and design at jive

products?

Yes No

11.What are the factors that influence your purchase decision for

the jive Products

Taste Price Package

Brand name Advertisement

12.Are you satisfied with jive products?

Yes No

13.If no specify reason

Quality Price Packing

Supply Quantity

14.How did you come to know about the product?

Advertisement Dealer Other customers

15.Are the jive products available at your convenience

Yes No

16.Are you satisfied with dealers of jive products

Yes No

17.Do you have any complaints about the product of jive

Yes No

18.If yes about what

Quality Price Packing

Supply Quantity

19.Do you have any problem as a result of using jive products

Yes No

20.Are the products costly compared to other companies product

Yes No



BIBLIOGRAPHY



BIBLIOGRAPHY

Marketing Management : Rotler Philip

Marketing Research : Sharma D.D

Research Methodology : Potti L.R

Research Methodology : Kothari C.R


Date post:	04-Apr-2015
Category:	Documents
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