A STUDY ON CUSTOMER SATISFACTION AT JAIN JUBILANT

CARS PVT.LTD
PROJECT REPORT

Submitted by

KAVIYA S
P22BA068
Batch 2022 -2024
In partial fulfillment for the award of the degree
of
MASTER OF BUSINESS ADMINISTRATION

Under the supervision and guidance of

DR. A.DIVYA

DEPARTMENT OF MANAGEMENT STUDIES

BHARATH INSTITUTE OF HIGHER EDUCATION AND RESEARCH
Selaiyur, Chennai – 73.
NOVEMBER 2023

DEPARTMENT OF MANAGEMENT STUDIES

 BHARATH INSTITUTE OF HIGHER EDUCATION AND RESEARCH
Selaiyur, Chennai – 73

BONAFIDE CERTIFICATE
This is to certify that the project report on “A STUDY ON CUSTOMER
SATISFACTION AT JAIN JUBILANT CARS PVT.LTD” is a bonafide work submitted by

KAVIYA S in partial fulfillment of the degree of Master of Business Administration in the

Department of Management Studies, Bharath Institute of Higher Education and Research
during 2022-2024. This certificate is issued based on the declaration by the candidate.

HEAD OF THE DEPARTMENT

INTERNAL EXAMINER EXTERNAL EXAMINER

 Company Certificate

CERTIFICATE OF THE SUPERVISOR

I, certify that the Project titled “A STUDY ON CUSTOMER SATISFACTION AT

JAIN JUBILANT CARS PVT.LTD” for the Degree of Master of Business
Administration by KAVIYA S (P22BA068) is the record of research work carried
out by him during the period of (From Month To Month) 2023 under my guidance
and supervision and that this work has not formed the basis for the award of any
degree, diploma, associateship, fellowship, titles in this or any other University or
other similar institutions of higher learning.

Place :
Date :

DR. A. DIVYA

Supervisor
 DECLARATION

I, KALAISEN S (P21BA028), declare that the summer internship project titled “A

STUDY ON CUSTOMERS SATISFACTION AT JAIN JUBILANT CARS

PVT.LTD” submitted by me during the period 2022-2024 under the guidance of

DR.A. DIVYA and has not formed the basis for the award of any degree diploma,

associateship, fellowship, titles in this or any other University or other similar

institutions of higher learning.

Place: Chennai KAVIYA S

Date: P22BA068
 ACKNOWLEDGEMENT

I wish to express my heart full thanks to, Dr. J. Sundeep Aanand, President and Dr

Sweetha Sundeep Aanand, Managing Director, Bharath Institute of Higher Education and

Research, for their encouragement that we are receiving for our academic career.

I am also indebted to Dr J Hammed Hussain, Dean Engineering who encouraged me at

each and every step of this project work

I express my sincere thanks to Dr S Praveen Kumar, Dean, School of Commerce &

Management Studies and Dr Magdalene Peter, Head of the Department, Management Studies,

I devote my thanks to esteemed Dr. A. Divya, for their encouragement and the valuable guidance

throughout the project work.

I thank my company guide, Jagadeeiswaran, Jain jubilant cars pvt.ltd for his support to

complete this project.

My love, affection and thanks to my parents for their impeccable support and constant

encouragement that took me a long way in completing my project.

I also thank all my friends for their help and support during the course of the project.

TABLE OF CONTENTS
CHAPTER NO CONTENT PAGE NO

1 1.1 INTRODUCTION OF CUSTOMER 11

SATISFACTION
1.2 NEED FOR THE CUSTOMER SATISFACTION 13
1.3 OBJECTIVE OF CUSTOMER SATISFACTION
1.4 SCOPE OF CUSTOMER SATISFACTION 14
1.5 LIMITATION OF THE CUSTOMER
SATISFACTION 14

15

2 2.1 COMPANY PROFILE 17

2.2 REVIEW OF LITERATURE 21

3 3.1 RESEARCH 28

3.2 RESEARCH DESIGN 28

3.3 SAMPLING SIZE 30

4 4.1 DATA ANALYSIS AND INTERPETATION 34-51

5 5.1 FINDING 54

5.2 SUGGESTION 56

5.3 CONCLUTION 57

QUESTIONNAIRE 60-62

BIBLIOGRAPHY 58-59

WEBSITE 59

LIST OF TABLES

S.NO PARTICULARS PAGE.NO

1 THE GENDER OF THE RESPONDENT 34

2 THE AGE OF THE RESPONDENT 35

3 THE EQUCATIONAL QUALIFICATION OF THE 36

RESPONDENT

4 THE MARITAL STATUS OF THE RESPONDENT 37

5 THE STATUS OF THE RESPONDENT 38

6 THE INCOME RANGE OF THE RESPONDENT 39

7 QUALITY OF THE PRODUCT OF THE RESPONDENT 40

8 CONSUMABLE OF THE RESPOMDENT 41

9 QUALITY OF THE PRODUCTS 42

10 PRODUCT PRICE FROM THE CUSTOMERS 43

11 FIXED PRICE OF THE PRODUCT 44

12 THE ATTRACTION PF THE CUSTOMER 45

13 THE COLOUR, DESIGH AND QUALITY FROM THE 46

RESPONDENT

14 THE PACKAGR OF THE PRODUCT FROM THE 47

RESPOMDENT

15 THE OFFER OF THE PRODUCTS 48

16 THE ONLINE PURCHASE OF THE PRODUCT 49

17 THE SERVICE FROM THE EMPLOYEES 50

18 THE ATTRACTION OF SERVICE 51

LIST OF CHARTS
S.NO PARTICULARS PAGE.NO

1 THE GENDER OF THE RESPONDENT 34

2 THE AGE OF THE RESPONDENT 35

3 THE EQUCATIONAL QUALIFICATION OF THE 36

RESPONDENT

4 THE MARITAL STATUS OF THE RESPONDENT 37

5 THE STATUS OF THE RESPONDENT 38

6 THE INCOME RANGE OF THE RESPONDENT 39

7 QUALITY OF THE PRODUCT OF THE RESPONDENT 40

8 CONSUMABLE OF THE RESPOMDENT 41

9 QUALITY OF THE PRODUCTS 42

10 PRODUCT PRICE FROM THE CUSTOMERS 43

11 FIXED PRICE OF THE PRODUCT 44

12 THE ATTRACTION PF THE CUSTOMER 45

13 THE COLOUR, DESIGH AND QUALITY FROM THE 46

RESPONDENT

14 THE PACKAGR OF THE PRODUCT FROM THE 47

RESPOMDENT

15 THE OFFER OF THE PRODUCTS 48

16 THE ONLINE PURCHASE OF THE PRODUCT 49

17 THE SERVICE FROM THE EMPLOYEES 50

18 THE ATTRACTION OF SERVICE 51

ABSRACT
This project report covers a study on customer satisfaction at jain jubilant cars pvt.ltd

First chapter deals with introduction of customer satisfaction in jain jubilant cars
pvt.ltd. Need of the study, objectives of the study, scope of the study and limitations
of this study,

Second chapter deals with Company Profile, Review of Literature.

Third chapter contains Research Methodology, which include objectives, and the
methodology used for collecting primary data and secondary data.

fourth chapter deals with case analysis. A questionnaire covering different aspects of
general and specific issues related to Material handling and transportation in metal
forms is administered to 60 respondents, and obtaining the filled questionnaire and
their responses were analyzed. The chapter deals with analysis of responses of each
question by way of a tabular column as well as graphical representation. Statistical
tool and the findings from the questionnaire.

Fifth chapter lists out the summary of the project, findings suggestions and conclusion
based on the detailed study and related to future research in the area.
CHAPTER-1
 A STUDY ON CUSTOMER SATISFACTION AT JAIN JUBILANT CARS
PVT.LTD

CHAPTER-1

INTRODUCTION

Customer satisfaction is the measure of how the needs and responses are collaborated and delivery

to excel customer expectation it can only be attained if the customer has an overall good relationship

with the supplier. In to days competitive business marketplace, customer satisfaction is an

importance performance exponent and basic differentiator of business strategies. Hence the more is

customer satisfaction more is the business and the bonding with customer.

Customer satisfaction is a part of customer experience that exposes a suppliers behaviour on

customers expectation.it also depends on how efficiently it is managed and how promptly services

are provided. This satisfaction could be related to various business aspects like marketing, product

manufacturing, engineering, quality of products and services, responses customer problems and

queries complain management etc.

Customer satisfaction is the overall essences of the impression about the supplier by the

customers. This impression about the supplier by the customers. This impression which a customer

makes regarding supplier is the sum total of the process he goes through, right from communication

supplier before doing any marketing to post delivery during this process the customer comes across

working environment of various departments and the types of strategies involved in the organisation.

This helps the customer to make strong opinion about the supplier which finally result in

satisfaction or dissatisfaction.

Customer perception on supplier helps the customer choose among the supplier on basic of money

value and how well the delivered product suit all the requirements. The supplier services never
diminished after the delivery as customer seeks high values post marketing services which could

help them use and customize the delivery product more efficiently. If he is satisfied with the post

marketing services then there are good chances for supplier to retain the customer to enhance

repeated purchases and make good business profits rates. For example shopper and retailers are

engaged with frequent shopping and credit cards to gain customer satisfaction many high end

retailers also provide membership cards and discount benefits on those cards so that the customer

remain loyal to them. Higher the satisfaction level, higher is the sentimental attachment of customers

with the specific brand of product and also with supplier. The helps in making a strong and healthy

customer supplier bonding. This bonding forces the customer to be tied up with that particulars

supplier and chances of defection very less. Hence customer satisfaction is very important panorama

that every supplier should focus on to establish a renounced position in the global market and

enhance business and profit.

1.2 DEFINTION:

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a

measure of how products and services supplied by a company meet or surpass customer expectation.

Customer satisfaction is defined as "the number of customers, or percentage of total customers,

whose reported experience with a firm, its products, or its services (ratings) exceeds specified

satisfaction goals." Customers play an important role and are essential in keeping a product or

service relevant; it is, therefore, in the best interest of the business to ensure customer satisfaction

and build customer loyalty.

The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes, and

measures that appear in Marketing Metrics as part of its ongoing Common Language in Marketing

Project. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found

a customer satisfaction metric very useful in managing and monitoring their businesses.
 Customer satisfaction is viewed as a key performance indicator within business and is often part

of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers,

customer satisfaction is seen as a major differentiator and increasingly has become an important

element of business strategy.

1.3 NEED OF THE STUDY:

Customer satisfaction survey is a systematic process for collecting customer data analysis this data

to make it in a actionable information driving the result throughout an organization and

implementing.

Satisfaction survey is a management information system that continuously captures the voice of the

customer throughout the assessment of performance from the customer point view.

Customer is one for whom you satisfy a want or need for some of payment. The payment may be

time or may be good will but there is some from of payment. Satisfaction is the level of person felt

state by comparing products perceiving in relation to the persons expectation.

Satisfaction level is function of the differences between perceived performance and expectation. If

the performances falls short of expectatation the customers are highly satisfied. If he performance is

beyond his expectation the customer is thrilled.customer satisfaction is customer positives or

negative feeling about the value that was perceived as a result of using particular organization

offering is specific used reaction to a service of use situation experiences.

A society support business because they services members by catering to their need and leave them

satisfied. If the business dissatisfied its customer and not only these customers stop availing services

but society at large will condemn the firm and may even personalize it to the point of its extinction.

To understand the satisfaction level of the customer regarding of the maghadheera industries and

also
the service provided by team at various level to understand what are the customer requirement and

improvement required by them in service and products.

1.4 OBJECTIVES OF THE STUDY:

1. To study the customer satisfaction in maghadheera industries

2. To study the quality, price and offer are used to achieve customer satisfaction.

3. To study the design and attraction of the maghadheera industries used to achieve customer

satisfaction

4. To provide suggestion if any to improve customer satisfaction.

5. To know customer satisfaction level regarding product and services.

6. To evaluate the motivate customer.

1.5 SCOPE OF THE STUDY:

1. The scope of study is to find out the customer satisfaction with reference to maghadheera industries.

2. This has been conducted in data have been collected. The researcher took two month study the

entire customer perception.

3. The study will help use to understanding customer.

4. This study will not only help me as a student but it also assists power maghadheera industries to

improve their service standard.

5. The study is also covers the key factor of the service programs to improve the customer satisfaction.

1.6 LIMITATION OF THE STUDY:

• The limitation of this survey was carried within a short period of two month.

• The sample selected cannot be judged as error free as the respondents and their

attitudes are heterogeneous in nature.

• More over basic information cannot be eliminated.

• The study has been restricted in agaramthen as such the result cannot be generalized.

• Since only a sample of 50 was selected due to time constrains it is difficult to generalize and come

to a conclusion.

• Due to busy schedule the response may reluctant to answer the questions.
CHAPTER-2
 COMPANY PROFILE.
ABOUT THE COMPANY

JAIN JUBILANT CARS PVT.LTD

Jain jubilant cars pvt.ltd is a 1 year 26 days old Private Company incorporated on 10
AUGUST 2023. Its registered office is in Chennai, Tamil Nadu, india.
The Company's status is Active. It's a company limited by shares having an authorized
capital of Rs 2.00 lakh and a paid-up capital of Rs 2.00 lakh as per MCA.
2 Directors are associated with the organization. Jagadeeiswaran and Manimeghala are
presently associated as directors.

CIN/LLPIN/FCRN U28998TN2021PTC148504

Company Legal Name Jain jubilant cars pvt..ltd

ROC Code RoC-Chennai

Company No. 148504

Company Category Company limited by Shares

Company Sub Category Non-govt company

Company Class Private

Authorised Capital ₹ 2.00 lakh

Paid up Capital ₹ 2.00 lakh

Incorporation Date 10 Aug 2023

Date of AGM -

Date of Balance Sheet -

Listing Status Unlisted

Industry Automobiles

Company Size -
ABOUT NISSAN
To carry on the business of manufacture, fabricate and assemble, buy,
sell, import, export, distribute, resell, franchise, marketing, and deal in
automobile spare parts of all kinds and descriptions, automotive and other
gears, transmission, and other axles, universal joints, springs, …

FEW CLIENTS TO NAME

 JCB service

 KGS

 Motor Point

 AP tools

 Body Motors
REVIEW OF LITERATURE

1. According to Michael A. Jones, April 2000 the distinction between transaction specific

satisfaction and overall satisfaction has received little empirical attention in the satisfaction and

services literature. Furthermore, a review of the extant literature provides mixed conceptual

evidence concerning the relationships among transaction specific satisfaction, overall satisfaction,

and repurchase intentions. This study empirically investigates transaction specific satisfaction,

overall satisfaction and repurchases intentions, and finds that the two types of satisfaction can be

distinguished from one another. Furthermore, the findings from this study suggest that overall

satisfaction has a direct influence on repurchase intentions as well as a moderating influence the

transaction specific satisfaction/repurchase intentions relationship. When overall satisfaction is high,

transaction specific satisfaction has little impact on repurchase intentions, but when overall

satisfaction is low, transaction@specific satisfaction has a positive influence on repurchase

intentions.

2. According to Michael A. McCollough, 2003:Relatively little research has addressed the nature

and determinants of customer satisfaction following service failure and recovery. Two studies using

scenario-based experiments reveal the impact of failure expectations, recovery expectations,

recovery performance, and justice on customers' post recovery satisfaction. Customer satisfaction

was found to be lower after service failure and recovery (even given high-recovery performance)

than in the case

of error-free service. The research shows that, in general, companies fare better in the eyes of

consumers by avoiding service failure than by responding to failure with superior recovery.

3.Customer Satisfaction Cues To Support Market Segmentation March 2000,In this paper, customer

satisfaction cues in retail banking services in Greece are examined. The study proposes an

instrument of customer satisfaction that contains service quality and such other attributes as price,

convenience, and innovation. The proposed framework of customer satisfaction was verified

empirically yielding four distinct facets for business customers and five for individual customers.

The performance implications of the customer satisfaction instrument are also explored. What is

shown is that customer segments, in fact, yield statistically different satisfaction scores, which

verifies the managerial value of customer segmentation practices. Finally, the facets of

customersatisfaction as explanatory cues for the switching behaviour of individual and business

customers were tested successfully.

4. Schroder et. al. (2003) attempted to understand what drives consumer participation to loyalty

programs: In order to understand the study, equity theory as a theoretical framework was build.

Based upon the equity theory, the current study distinguished between consumer inputs (personal

data release, participation cost purchase frequency. participation exclusivity and participation

efforts) and outputs (program benefits number of program providers and programme duration as

underlying attitudes potential affecting participation in a loyalty program as conjoint analysis, we

explored how different levels within each of these eight attributes affect consumer intentions to

participate. From the results it was observed that consumers apparent behave rather opportunistically

and customer loyalty program and it was further observed that "participation costs" and "program

benefits" drive a consumer to participate in a loyalty program.

5. Sakkthivel and Mishra (2005) have studied the effectiveness of small packets in modifying

consumers buying behaviour and consumption pattern in rural areas of Kamataka. They mainly
focussed on the above-mentioned issues and special focus was laid on the relationship between

income and purchasing frequency and consumption pattern. The results clearly indicates the

following products like shampoo, spices, faimess cream and mosquito repellents are preferred in

small containers and have created a considerable impact among rural comsumers. Majority of the

nital consumers prefer to buy products on monthly and weekly basis. The products that they prefer

in sachets are purchased on weekly basis and monthly in Medium Containers the products like

talcum powder, toilet sop, biscuits and saving cream are expected in Medium Containers

6. Haneef et. al. (2006), have studied the consumer buyer behaviour of two wheelers in Tirunelveli

city. To know the behaviour a structured form of questionnaire was distributed to 1000 respondents.

The following findings are an extracted from the analysis. Family members, friends and relatives are

the important source of information and the respondents take the decision by themselves with a

consultation with them. Fuel economy, price and maintenance expenses are the main factors

influencing the buying decision of a particular two-wheeler, followed by brand name style and after

sales service and most of the two-wheeler buyers select the models irrespective of their income and

occupation.

7. Nagaraja (2004) attempts to probe into and analyse the impact of socio-economic influences on

rural consumer behaviour in terms of their buying practices. For the purpose for this study a detailed

questionnaire embracing the objectives laid down was designated and canvassed to 110 rural

consumers of Kavali town of Nellore District of Andhra Pradesh. The result indicates the following

they visit the same shops and are habituated to purchase the goods, the members of the family

involve in the process of purchasing and the level of involvement depends upon the nature important

and preferences. Advertisements and the experience of the neighbour consumer are exerting a

negligible impact on buying behaviour, quality, easy availability are the dominant influencing

factors.
8. Purwar (1991) was attempted to investigate the role and influence of perceived risk, specific self-

confidence and information load upon the utilization of price cues in quality perception process, to

find out the results it was decided that consumers has to select products for this on the basis of

technical complexity. Products representing different degrees of technical complexity were initially

identifies on the basis of authors individual assessment and perception of their technical complexity.

It was suggested that variables investigated do not have generalized effects upon the utilization of

price cues in the quality perception process.

9. Coffe & Wood (2004) attempted to test the family inference on innovativeness, to measure the

inovativeness, need for cogitation, change and innovative behaviour dex were considered. It was

observed that innovative behaviour influenced both inter- generational and intra generational Bol

inter-generational influence was found to be dominant

10. Alok Sharma et.al (2008), describes the safety, efficacy and acceptability of Ayurvedic medicine

due to no or very less side effect and many patients have got their cure With this strong base author

deals with measure to be adopted to take this medicinal field on global footprints Herbal drug

development is possible only through the development of standardized herbal products.

11.T.F. Mangle burg, et. al. (2004) tried to examine how the social influence of friend is related on

teens retailing attitudes and behaviours, to measure this the following construct indicator were used

normative, informational, enjoy shop, shop often. sentiment retail, spend more, friends know and

teens age. It was observed that informational influence may be more important basis in shaping

retailing attitudes and behaviour, while normative influence is not and may even have negative

effects.

12. ShomnathDutta (2015), highlights the pursuit of a healthy lifestyle Indian has become more

inclined to Ayurvedic or Herbal therapy as alternative healthcare for natural cure. He attempts to

note the reasons for revolutionary success of Baba Ramdey's brand Patanjali with the intelligent

use of
mass customization and content marketing mainly focus on product quality and low price messaging

value for money.

13. Barr and Sylvie84 (2003) all the marketing put behind brands, not just an endorsement. will

influence a consumer's purchase decision and will attract him to a particular branit because of its

unique blend of physical attributes, intangible assets and emotional values

14. Korobkin, and Russell84 (2003) specified in their study, buyers are rational decision makers

who will normally price only a limited number of product attributes as part of their purchase

decision. When contract terms are not among these attributes, buyers will have a market incentive to

include terms in their standard forms that favour themselves, whether or not such terms are efficient.

15. Jiang Pingjun89 (2004) investigated the role of brand name in consumers' decision making

during a customization process, and develops a conceptual understanding of the factors influencing

the role of brand name from a "search vs experience" perspective. Addresses the strategic

relationship of brand with perceived product/service/information preference match and the impact of

preference match on consumer choices, consumer "willingness to pay for customization". Brand

name was found to be an important decision variable for customization in terms of getting a better

preference match. Brand name still holds an important role on consumer communications, as was

expected.

16.Braz J Med Biol Res. Ribeirão Preto[2000], the pattern in each of the studies and genetically

improvement as domestication, production and biotechnological of medicinal plants, instead of the

use of plants harvested in the wild, will offer great advantages, since it will be possible to obtain

uniform and high quality raw materials which are fundamental to the efficacy and safety of herbal

drug.

17.Sudhahar and Venkatapath (2005) attempts to analyse the influence of poet groop on the

purchase of passenger cars in general and special reference to the size of the car. It was found that
friends are
reported as the most influencing peer group. As for as influence of peer group in purchase of

different types of the cars the influence of friends is reportedly higher for the purchase of small cars,

the midsized cars are equally influenced by both the friends and co-workers. Ramasamy 42 et

18. Dalvi (2005) studies the major brands of baby food available in the market and also examines

the motivational factors to buy baby food. It was found that Cerlac is on the first position, followed

by Farex, Nestogen and Lactogen respectively and most parents buy the baby health food under the

influence of advertisement and advice of their relatives, and it was also found that quality is the

main basic criteria for buying the product

19. G.S. Redd (2005) attempts to analyse the consumer opinion on whether private insurance

policies are better alternatives of public insurance company's (or) not with the use of convenience

sampling method 400 samples were collected. It was found that very few policies are better

alternatives for public insurance company and also the policies offered by the private insurance are

up to the customers expectation,

20. Renganthan (2005) tried to identify the attitude of people about various cars for the purpose for

this study 13.5 respondent from Chennai, Tamil Nadu which companies of people who own a car

and those who are willing to upgrade from a two-wheeler to four-wheeler were taken. The result

indicates that necessity, convenience and comfort are the important factor of having a car and

mileage was the main criteria for the prospects looked for in a car.
 CHAPTER-3

CHAPTER – 3

RESEARCH METHODOLOGH

3.1 RESEARCH METHODOLOGY

Research in common refers to search for knowledge. It can also be defined as a scientific and

systematic search for pertinent inrmation on a specific topic. Research methodology may be defined

as away to systematically solve the research problems. The research methodology adopted for the

present study has been systematic and was done in accordance to the objectives, set, which has been

detailed as below.

3.2 RESEARCH DESIGN

 For collecting primary data the research is designed as a descriptive research based on the survey

method. The descriptive research is typically concerned with determining the frequency with a

typical guide by an initial hypothesis.

Data collected

The method of collecting primary data and secondary data differ since primary data are to be

collected originally. Primary data consists of information that are collected in first hand whereas

secondary data consists of information that already exists collected from various resource purpose

Primary data

It is collected through survey method by direct communication with respondents. A Questionnaire

is administered to the respondent and doubts to the question were explained and cleared. It is also a

questionnaire in design to interview the customers.

Secondary data

Secondary data is the starting point of research and offers the advantages of low cost and ready

availability. The investigation for this research started by examining the secondary data. Information

was collected regarding the objectives of study.

3.3 Sampling Design (Simple Random Sampling)

In the simple random sampling more commonly known as simple random sampling every element

in the population has know and equal chance of being selected as a sample. Respondent has different

type of characteries and spread across various groups. Standard form of appraisal is being use

irrespective of the employees, so everyone knows about the system. Each and every respondent has

something to contribute toward the study. The respondent have been selected from the list randomly.
Questionnaire

Questionnaire was used as a research instrument for the data collection. Questionnaire is the most

commonly used instrument in collection primary data, it consists of a set of questions presented to

employees for their answer. A well developed and structured questionnaire was prepared on the

basis of objectives. Both closed and open ended questions are used in the questionnaire

Sampling plan

The selected respondents from the total population constitute sample and selected process is called

sampling plan

Sample Size: The sample size is 50

Sample Unit: The customer of (MAGHADHEERA INDUSTRIES)

Period of study: The period of the study has been for 30 days

3.4METHODS/TOOLS OF ANALYSIS

Tools of analysis

Analytical techniques are used to obtain findings and arrange information in a logical Sequences

from the data collected. After tabulation of the data, researcher used the following

Quantitative techniques

3:5 Tools used for analysis are:

Correlation

Percentage Analysis
Percentage method

It is university analysis where the percentage of a particular factor with different factors are

calculated in order to get a fair idea regarding the sample. These are used in making comparison

between two or more senrio

Correlation

Correlation is a statistical measure that indicates the extent to which two or more variable fluctuate

together. A positive correlation indicates the extent to which those variables increase or decrease in

parallel a negative correlation indicates the extent to which one variable increases as the other

decreases.
CHAPTER-4
 CHAPTER-4

DATA ANAYSIS AND INTERPREATATION

TABLE-1

4.1 TABLE SHOWING THE GENDER OF THE RESONDENT

S.NO PARTICULARS PERCENTAGE

1 MALE 21

2 FEMALE 29

TOTAL 50

CHART-1

4.1 CHART SHOWING THE GENDER OF THE RESONDENT

INFERENCE

From the above table it is inferred that 21% of the respondent is male,29% of the respondents are
female.

TABLE-2

S.NO PARTICULAR NO.OF.RESPONDENT PERCENTAGE

1 BELOW 20 8 8

2 20-25 12 12

3 25-30 11 11

4 30-35 9 9

5 35 ABOVE 10 10

TOTAL 50 50

4.2 TABLE SHOWING THE AGE OF THE RESONDENT

CHART-2
 4.2 CHART SHOWING THE GENDER OF THE RESONDENT

INFERENCE:

From the above table it is inferred that 8% of the respondent is below 20,12% of the respondents is
20-25, 9% of the respondent is 30-35,10% of the respondent is 35above.

TABLE-3

4.3 TABLE SHOWING EDUCATIONAL QUALIFICATION OF THE RESONDENT

S.NO PARTICULAR NO.OF.RESPONDENT PERCENTAGE

1 BELOW METRIC 16 16

2 UNDER GRADUATE 22 22

3 POST GRADUATE 7 7

4 PROFESSIONAL DEGREE 5 5

50 50

CHART-3

4.3 CHART SHOWING EDUCATIONAL QUALIFICATION OF THE RESONDENT

INFERENCE

From the above table it is inferred that 16% of the respondent is below metric ,22% of the

respondents is under graduate, 7% of the respondent is post graduate,5% of the respondents is

professional degree.

TABLE-4

4.4 TABLE SHOWING MARRITAL STATUS OF THE RESONDENT

S.NO PARTICULAR NO.OF.RESPONDENT PERCENTAGE

1 MARRIED 22 22

2 UNMARRIED 28 28

TOTAL 50 50

CHART-4

4.4 CHART SHOWING MARRITAL STATUS OF THE RESONDENT

INFERENCE

From the above it is inferred that 22% of the respondent is married, 28% of the respondent are

unmarried.

TABLE-5

4.5 TABLE SHOWING OCCUPATIONAL STATUS OF THE RESONDENT

S.NO PARTICULAR NO.OF.RESPONDENT PERCENTAGE

1 BUSINESS 8 8

2 STUDENT 14 14

3 SELF EMPLOYED 12 12

4 WORKING 10 10

5 HOME-MAKER 6 6

TOTAL 50 50
 CHART-5

4.5 CHART SHOWING OCCUPATIONAL STATUS OF THE RESONDENT

INFERENCE:

From the above table it is inferred that 8% of the respondent is business, 14% of the respondents is

student, 12% of the respondent is self employed,10% of the respondents is working, 6% of the

respondent are home worker.

TABLE-6

4.6 TABLE SHOWING INCOME RANGE OF THE RESONDENT

S.NO PARTICULAR NO.OF.RESPONDENT PERCENTAGE

1 BELOW 10000 7 7

2 10000-20000 20 20

3 20000-30000 14 14

4 30000 ABOVE 9 9

TOTAL 50 50

CHART-6
 4.6 CHART SHOWING INCOME RANGE OF THE RESONDENT

INFERENCE:

From the above table it is inferred that 7% of the respondent is below 10000, 20% of the respondents

is 10000-20000, 14% of the respondent is 20000-30000, 9% of the respondent are 30000 and above.

TABLE-7

4.7 TABLE SHOWING QUALITY OF THE PRODUCT OF THE OF THE RESONDENT

S.NO PARTICULAR NO.OF. RESPONDENT PERCENTAGE

1 STRONGLY AGREE 17 17

2 AGREE 13 13

3 NEUTRAL 10 10

4 DISAGREE 6 6

5 STRONGLY DISAGREE 4 4

TOTAL 50 50

CHART-7
 4.7 CHART SHOWING QUALITY OF THE PRODUCT OF THE OF THE RESONDENT

INFERENCE:

From the above table it is inferred that 17% of the respondent is strongly agree, 13% of the

respondents is agree, 10% of the respondent is neutral,6% of the respondents is disagree, 4% of the

respondent are strongly disagree.

TABLE-8

4.8 TABLE SHOWING THE CONSUMABLE OF THE OF THE RESONDENT

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 22 22

2 AGREE 19 19

3 NEUTRAL 7 7

4 DISAGREE 1 1

5 STRONGLY DISAGREE 1 1

TOTAL 50 50

CHART-8

4.8 CHART SHOWING THE CONSUMABLE OF THE OF THE RESONDENT

INFERENCE:

From the above table it is inferred that 22% of the respondent is strongly agree, 19% of the

respondents is agree, 7% of the respondent is neutral,1% of the respondents is disagree, 1% of the

respondent are strongly disagree.

TABLE-9

4.9 TABLE SHOWING THE QUALITY OF THE PRODUCTS

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 25 25

2 AGREE 17 17

3 NEUTRAL 5 5

4 DISAGREE 2 2

5 STRONGLY DISAGREE 1 1

TOTAL 50 50

CHART-9

4.9 CHART SHOWING THE QUALITY OF THE PRODUCTS

INFERENCE:

From the above table it is inferred that 25% of the respondent is strongly agree, 17% of the

respondents is agree, 5% of the respondent is neutral,2% of the respondents is disagree, 1% of the

respondent are strongly disagree.

TABLE-10

4.10 TABLE SHOWING THE PRODUCT PRICE FROM THE CUSTOMERS

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 23 23

2 AGREE 17 17

3 NEUTRAL 3 3

4 DISAGREE 5 5

5 STRONGLY DISAGREE 2 2

TOTAL 50 50

CHART-10

4.10 CHART SHOWING THE PRODUCT PRICE FROM THE CUSTOMERS

INFERENCE:

From the above table it is inferred that 23% of the respondent is strongly agree, 17% of the

respondents is agree, 3% of the respondent is neutral,5% of the respondents is disagree, 2% of the

respondent are strongly disagree.

TABLE-11

4.10 TABLE SHOWING THE FIXED PRICE FROM THE PRODUCT

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 21 21

2 AGREE 16 16

3 NEUTRAL 4 4

4 DISAGREE 6 6

5 STRONGLY DISAGREE 3 3

TOTAL 50 50

CHART-10

4.10 CHART SHOWING THE PRODUCT PRICE FROM THE PRODUCT

INFERENCE:

From the above table it is inferred that 21% of the respondent is strongly agree, 16% of the

respondents is agree, 4% of the respondent is neutral,6% of the respondents is disagree, 3% of the

respondent are strongly disagree.

TABLE-12

4.12 TABLE SHOWING THE AFFORDABLE PRICE FROM THE PRODUCT

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 27 27

2 AGREE 13 13

3 NEUTRAL 7 7

4 DISAGREE 2 2

5 STRONGLY DISAGREE 1 1

TOTAL 50 50

CHART-12

4.12 CHART SHOWING THE AFFORDABLE PRICE FROM THE PRODUCT

INFERENCE:

From the above table it is inferred that 21% of the respondent is strongly agree, 16% of the

respondents is agree, 4% of the respondent is neutral,6% of the respondents is disagree, 3% of the

respondent are strongly disagree.

TABLE-13

4.13 TABLE SHOWING THE COLOUR, DESIGH AND QUALITY FROM THE RESPONDENT

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 24 24

2 AGREE 16 16

3 NEUTRAL 5 5

4 DISAGREE 4 4

5 STRONGLY DISAGREE 1 1

TOTAL 50 50

CHART-13

4.13 CHART SHOWING THE COLOUR, DESIGH AND QUALITY FROM THE RESPONDENT
INFERENCE:

From the above table it is inferred that 24% of the respondent is strongly agree, 16% of the

respondents is agree, 5% of the respondent is neutral,4% of the respondents is disagree, 1% of the

respondent are strongly disagree.

TABLE-14

4.14 TABLE SHOWING THE PACKAGE OF THE PRODUCT FROM THE RESPONDENT

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 21 21

2 AGREE 16 16

3 NEUTRAL 6 6

4 DISAGREE 3 3

5 STRONGLY DISAGREE 4 4

TOTAL 50 50

CHART-14

4.14 CHART SHOWING THE PACKAGE OF THE PRODUCT FROM THE RESPONDENT
INFERENCE:

From the above table it is inferred that 21% of the respondent is strongly agree, 16% of the

respondents is agree, 6% of the respondent is neutral,3% of the respondents is disagree, 4% of the

respondent are strongly disagree.

TABLE-15

4.15 TABLE SHOWING THE OFFER OF THE PRODUCT

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 20 20

2 AGREE 18 18

3 NEUTRAL 3 3

4 DISAGREE 2 2

5 STRONGLY DISAGREE 7 7

TOTAL 50 50

CHART-15

4.15 CHART SHOWING THE OFFER OF THE PRODUCT

INFERENCE:

From the above table it is inferred that 20% of the respondent is strongly agree, 18% of the

respondents is agree, 3% of the respondent is neutral,2% of the respondents is disagree, 7% of the

respondent are strongly disagree.

TABLE-16

4.16 TABLE SHOWING THE ONLINE PURCHASE OF THE PRODUCT

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 33 33

2 AGREE 7 7

3 NEUTRAL 5 5

4 DISAGREE 3 3

5 STRONGLY DISAGREE 2 2

TOTAL 50 50

CHART-16

C4.16 CHART SHOWING THE ONLINE PURCHASE OF THE PRODUCT

INFERENCE:

From the above table it is inferred that 33% of the respondent is strongly agree, 7% of the

respondents is agree, 5% of the respondent is neutral,3% of the respondents is disagree, 2% of the

respondent are strongly disagree.

TABLE-17

4.17 TABLE SHOWING THE SERVICE FROM THE EMPLOYEES

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 29 29

2 AGREE 15 15

3 NEUTRAL 4 4

4 DISAGREE 7 7

5 STRONGLY DISAGREE 5 5

TOTAL 50 50

CHART-17

4.17 CHART SHOWING THE SERVICE FROM THE EMPLOYEES

INFERENCE:

From the above table it is inferred that 29% of the respondent is strongly agree, 15% of the

respondents is agree, 4% of the respondent is neutral,7% of the respondents is disagree, 5% of the

respondent are strongly disagree.

TABLE-18

4.18 TABLE SHOWING THE ACHEIVEMENT OF CUSTOMER SATISFACTION

S.NO PARTICULAR NO.OF. RESPONDENTS PERCENTAGE

1 STRONGLY AGREE 20 20

2 AGREE 16 16

3 NEUTRAL 4 4

4 DISAGREE 6 6

5 STRONGLY DISAGREE 4 4

TOTAL 50 50

CHART-18

4.18 CHART SHOWING THE ACHEIVEMENT OF CUSTOMER SATISFACTION

INFERENCE :

From the above table it is inferred that 20% of the respondent is strongly agree, 16% of the

respondents is agree, 4% of the respondent is neutral,6% of the respondents is disagree, 4% of the

respondent are strongly disagree.

H0 There is no significant difference between the age & income of the respondent
H1 There is significant difference between the age & income of the respondent
CROSSTABS
CASE PROCESSING SUMMARY
CASES

Valid Missing Total

N Percent N Percent N Percent

AGE*INCOME 4 100.0% 0 0.0% 4 100.0%

AGE*INCOME CROSSTABULATION
COUNT

INCOME

ABOVE 30000 20000-30000 10000 -20000 BELOW 10000 TOTAL

AGE 25 TO 35 0 1 0 0 1

ABOVE 40 1 0 0 0 1

20 TO 25 0 0 1 0 1

BELOW 0 0 0 1 1
TOTAL 1 1 1 1 4

CORRELATIONS
AGE INCOME

Pearson correlation 1 .913

AGE Sig (2-tailled) .087

N 4 4

Pearson correlation 913 1

INCOME Sig (2-tailled) .087

N 4 4
INFERENCE:
ALTERNATE HYPOTHESIS IS ACCEPTED.

CHAPTER-5
 CHAPTER-5

5.1 FINDINGS

• It found that (29%) of the respondent are female

• It found that (12%) of the respondent are 20-25 age

• It found that (22%) of the respondent are Educational Qualification

• It found that (28%) of the respondent are unmarried

• It found that (14%) of the respondent are business persons

• It found that (20%) of the respondent are 10000-20000

• Majority (17%) respondent are strongly agree the quality of the product

• Majority (22%) respondent are strongly agree the quality is consume the customer

• Majority (25%) respondent are strongly agree the market quality of the product

• Majority (23%) respondent are strongly agree the product price of the product
• Majority (21%) are strongly agree the fixed price of the product of the respondent

• Majority (27%) respondents are agree affordable price of the products

• Majority (24%) respondents are strongly agree the colour, design and quality of the products

• Majority (21%) respondents are strongly agree the package of the product

• Majority (20%) respondents are strongly agree the price range of the products

• Majority (33%) respondent are strongly agree the online purchase of the product

• Majority (29%) respondents are strongly agree friendly and polite service from the employees

• Majority (16%) respondents are strongly agree the service is achieve of the customer satisfaction
5.2 SUGGESTION

✓ Most of the respondents are below the age of 20 years, hence, step to be taken to bring in more

customers to all age groups.

✓ Measures should be taken to attract customers from are sectors (private, self

employment).

✔ Even through a less number of respondents are very much dissatisfied with the service of everest

it is to be looked into.

✓ It is a matter of great concern, that this less number should not be increased.

✓ As more customer felt that the company have to improve their import handling.

✓ As most of customers are connected through mail. All business deals can be in mail form.
5.3 CONCLUTION

Consumer satisfaction is more important for every concern, without consumer's satisfaction there

may be loss in the business. But there is no satisfaction in the area of offers such as festival,

exchange and gifts. So the concern should take necessary steps to improve in those measures which

may increase the satisfaction level of consumers. And also the study shows that the price and the

quality are satisfied by consumers, so the concern must not increase the price or decrease the quality.
BIBLIOGRAPHY

1. Assaari, Muhammad Hasmi; Karia, Noorliza, "Churn Management towards Customer

Satisfaction: A Case of Cellular Operations in Malaysia". Paper presented at International

Conference on E- Commerce (ETEC 2000): Emerging Trends in e-Commerce, Kuala Lumpur,

2000, pp.21-23.

2. Bepko and Charlene Pleger, "Service Intangibility and its Impact on Consumer Expectations of

Service Quality", Journal of Service Marketing,. Vol.14, No.2, 2002, pp.9- 26.

3. Carsten Fink, AadityaMattoo and RandeepRathindran "Liberalizing Basic Telecommunications:

The Asian Experience", World Bank Policy Research Working Paper 2718, 2001.

4. David M. Szymanski and David H. Henard. "The New Marketing Developing Long-term

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5. Jonathan, Lee, Janghyuk, Lee and Lawrence, Feick, "The Impact of Switching Costs on

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6. Robert C. Ford, Cherill P. Heaton and Stephen W. Brown, "Delivering Excellent Service. Lessons

from the Best Firms", California Management Review, Vol.44, No.1, Fall, 2001, p.19.

7. Wilska, "New Technology and Young People's Consumer Identities; A Comparative Study

between Finland and Brazil", Seminar Paper in Economic Sociology at the Turku School of

Economics, Finland, 2001.

8. Balasubramanian, Paterson and S.L. Jarvenpaa, "Exploring the Implications of M- convenience

for Markets and Marketing", Journal of the Academy of Marketing Science, Vol.30(3), 2002,
pp.348-361
9. Brandi, D.R., 1988, "How Service Marketers Can Identify Value-Enhancing Service Elements.The

Journal of Services Marketing, Vol 2, No.3, pp.35-41.

10. Brandt, D.R. and J. Scharioth, 1998. Attribute Life Cycle Analysis. Alternatives to the

Kano-method", in Proceedings of the S1th ESOMAR-Congress, Berlin, 13-16 September,pp.413-29,

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Complaints and Compliments. Journal of Consumer Satisfaction, Dissatisfaction and Complaining

Behavior, Vol.1, pp.74-9

12. Engel, J.F., D.T. Kollat and R.D. Blackwell, 1968, Consumer Behavior, New York: Holt,

Rinehart and Winston.

13. Hausknecht, D.R., 1990, Measurement Scales in Consumer Satisfaction/Dissatisfaction, Journal

of Consumer Satisfaction/Dissatisfaction and Complaining Behavior, Vol.3, pp.1-11.

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WEBSITES

WWW.miplgroup.info

WWW.the companycheck.com

ANNEXURE

QUESTIONNAIRE

NAME:

1) Your Gender:
 a) Male b) female

2) Which age group you belong to?

a) Below 20 b) 20-25 c) 25-30 d) 40and above

3) Your Educational Qualification?

a) Below Metric b) Under Graduate

c) post Graduate d) Professional degree

4) Marital Status

a) Married b) unmarried

5)Occupational status

a) Business b) Student c)Self-employment

d) Working e) Home maker

6) Your monthly Income range?

a) below10,000 b) 10,000 – 20,000

c)20,000 – 30,000 d) Above 30,000

7)Quality of the production are higher than the expectation

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

8) Material qualities are consumable to be used by the customer

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

9) Low quality of products are not entered in to the market

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

10) Materials products prices are based on the quality of the products

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

11) Product price are fixed from the manufacturing area

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

12) Materials Products have attracted more customer but their unique design of the product

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

13) The materials product price are affordable prices to be bought

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

14) Design of the materials is different from the other branded materials

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

15) Materials products have attracted more customers by their design of the product

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

16) The customers are attracted by the products colour, design, and best quality

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

17) The package of the products are used to attract the customers

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

18) The offer and price range of the materials are shown in their official websites

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

19) The review of the products through online purchase are used to achieve customer satisfaction

a) Strongly agree b) Agree c) Neutral

 d) Dis agree e) Strongly dis agree

20) the service from the shop is friendly and polite to attract the customers

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

21) Most of the customer satisfaction is achieved through the service of the products

a) Strongly agree b) Agree c) Neutral

d) Dis agree e) Strongly dis agree

59