A STUDY ON DEALER SATISFACTION

TOWARDS JITHU APPALAM

PROJECT REPORT

Submitted

by

DINESH BABU S

Register No: 622022631009

In partial fulfillment for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

In

Submitted to

DEPARTMENT OF BUSINESS ADMINISTRATION

PAAVAI COLLEGE ENGINEERING

NAMAKKAL - 637018

JUNE 2024
 BONAFIDE CERTIFICATE

Certified that this summer training report is the bonafide work of

DINESH BABU S, Reg.No.622022631009, II MBA, Paavai College Of

Engineering, Pachal, Namakkal, who undergone the training work under my
supervision. Certified further that to the best of my knowledge the work reported
herein does not form part of any other report on the basis of which a degree or
award was conferred on an earlier occasion on this or any other candidate.

FACULTY GUIDE HEAD OF THE DEPARTMENT

Submitted for the End semester Examinations held on _______________

INTERNAL EXAMINER EXTERNAL EXAMINER

 ACKNOWLEDGEMENT

I Would like to express my gratitude to Shri.CA.N.V.Natrajan, Chairman,

B.Com, FCA, and Smt.N.MangaiarkarasiM.sc., Correspondent, Paavai
College Of Engineering, Pachal, Namakkal for giving me an opportunity and
facility to complete this project.

I Feel immense pleasure in expressing my deep sense of gratitude to

Mr.K.K.Ramasamy, M.E., Ph.D., Director Administration, Paavai
Engineering College, Pachal, Namakkal for all the encouragement received during
the MBA course.

I Wish to place my deep sense of gratitude to Dr.C.Suresh Kumar, M.E.,

Ph.D., Principal, Paavai College Of Engineering, Pachal, Namakkal for all the
encouragement received during the MBA course.

I Would like to express my gratitude to Dr.C.Suresh Kumar, M.E., Ph.D.,

Principal, Paavai College Of Engineering, Pachal, Namakkal and all the
faculty members of MBA department.

I Owe my boundless thanks and gratitude towards my faculty guide

Ms.M.Suganya., MBA., Paavai College Of Engineering, Pachal, Namakkal
for her guidance for preparation of this training report.

DINESH BABU S
 TABLE OF CONTENTS

CHAPTER TITTLE PAGE

NO NO

LIST OF TABLE i

LIST OF CHARTS iii

ABSTRACT v

I INTRODUCTION
1.1 Introduction of the study 1
1.2 Objectives of the study 7
1.3 Scope of the study 8
1.4 Limitations of the study 9
II COMPANY PROFILE
2.1 Industry profile 10
2.2 Company profile 13
III REVIEW OF LITERATURE 16
IV RESEARCH METHODLOGY
4.1 Research design 20
4.2 Source of data 20
4.3 Research technique 21
4.4 Sample size 21
4.5 Sample design 22
4.6 Tools use for analysis 22
V DATA ANALYSIS AND INTERPRETATION
a) Percentage method 24
b) ANOVA 49
c) Chi-square test 53
VI FINDING 56
SUGGESTIONS 57
CONCLUSION 58
VII BIBLIOGRAPHY 59
ANNEXURE 60
 LIST OF TABLE

TABLE PARTICULAR PAGE

NO NO
1 AGE OF THE RESPONDENTS 16

2 GENDER OF THE RESPONDENTS 18

3 MARITAL STATUS OF THE RESPONDENTS 20

4 INCOME OF THE RESPONDENTS 22

5 EXPERIENCE IN DEALERSHIP 24

6 OPINION OF THE DEALER BASED OF YEAR OF 26

DEALERSHIP
7 OPINION TOWARDS QUANTITY SUPPLIED ON TIME 28

8 OPINION TOWARDS DEALERSHIP WITH OTHER 30

COMPANY

9 OPINION OF RE PRODUCT REGANRDING REC 32

OMMENDETION PRODUCT TO CUSTOMER

1 RANK THE FACTOR ENABLES YOU TO BE THE DEALER 34

0 OF JITHU APPALAM PRODUCT (QUALITY) OF THE
RESPONDS
1 PRICE OF THE RESPONDENTS 36
1

1 OPINION ON QUALITY OF THE PRODUCT 38

2

13 OPINION ON CREDIT PERIOD BY THE COMPANY 40

1 OPINION ON PRICE OF THE PRODUCT 42

4

1 OPINION ON TOWARDS SALES & SERVICE 44

5
 LIST OF CHART

TABL PARTICULAR PAGE

E NO NO
1 AGE OF THE RESPONDENTS 16

2 GENDER OF THE RESPONDENTS 18

3 MARITAL STATUS OF THE RESPONDENTS 20

4 INCOME OF THE RESPONDENTS 22

5 EXPERIENCE IN DEALERSHIP 24

6 OPINION OF THE DEALER BASED OF YEAR OF 26

DEALERSHIP
7 OPINION TOWARDS QUANTITY SUPPLIED ON TIME 28

8 OPINION TOWARDS DEALERSHIP WITH OTHER COMPANY 30

9 OPINION OF RE PRODUCT REGANRDING REC 32

OMMENDETION PRODUCT TO CUSTOMER

10 RANK THE FACTOR ENABLES YOU TO BE THE DEALER OF 34

JITHU APPALAM PRODUCT (QUALITY) OF THE RESPONDS
11 PRICE OF THE RESPONDENTS 36

12 OPINION ON QUALITY OF THE PRODUCT 38

13 OPINION ON CREDIT PERIOD BY THE COMPANY 40

14 OPINION ON PRICE OF THE PRODUCT 42

15 OPINION ON TOWARDS SALES & SERVICE 44

 CHAPTER- I

INTRODUCTION

Dealer is a person or firm engaged in commercial purchase and sale. Dealer may signify firms
that buy or resell products at retail or wholesale basis. A producer cannot sell all his products
directly to consumer, he has to depend upon intermediaries to push, off, his products. A dealer
is an intermediary who helps to market a product. A dealer is one who purchase and sells
products. A dealer may be a wholesaler or a retailer or a distributor or any agents.

The volume of sales depends on the efficiency of a dealer who assesses the psychology of
consumers and takes appropriate steps to sell a product. It is the dealer who suggests to the
manufacturers the suitable media of advertisement and other promotional tools. Dealers are
searching for new marketing strategies to attract and hold customers. Dealers include all
activities involved in selling goods and services to those buying for resale or business
use .Dealers buy mostly producers and sell mostly to retailers or industrial consumers

1.1 DEALER SATISFACTION

`Dealer wants high marginal gain from manufacturers. The main objective of dealership is
earning profits. Dealership business is different from other business. The peculiar feature of a dealer
is dealing with one or more similar products. Dealers earn commission for goods sold from the
manufacturers. The commission depends upon the value of sales both cash and credit. Now a days
the demand for cement increases every year.

The manufacturers are not able to cover all the consumers directly. With the help of dealers
only they can reach the consumers. Dealer excepts income from business because there is some
guarantee of getting more commission from this business. Dealers demand more commission from
the manufactures, they cover the entire market within their locality. They also sell cement in credit
to regular customer.

1.2 PROMPT DELIVERY

For every business competition is inevitable, Knowledge, about the direct, reasonable price,
prompt delivery etc., are the only ways in which one can attract more consumers. Delivery of every
goods to the place of consumers will attract every consumer. When there is a delay a small delay of
one or two days or even hours may cause a great set back in consumer satisfaction.

There are various ways we can satisfy the consumers. One among them is a regular supply
and prompts delivery of goods to customers. Even though quality is excellent and the price is
reasonable we cannot satisfy the consumers, unless there is prompt delivery of goods.
1.3 IMMEDIATE REALIZATION OF MONEY AFTER SALES
Dealers will get their commission immediately after every sale. This will motivate the dealers
to increase the sales volume. The sales are increased then income will also be increased. Generally

Commission will be paid in every month or for every sale. “More sales more commission and
less commission” is the doctrine of dealership

1.4 CREDIT FACILITIES

Business is based on bonafide good faith, confident and mutual trust. Long ago business was
based on cash basis. But now business is based on mercantile basis (Credit basis).More over cash
basis of business in also not possible for every business because of want of funds. Mercantile basis of
business is globally accepted and very easier for the business people.
Credit facilities to regular customer and genuine consumers will enhance the business. There
some consumers who buy mostly in credit and make their payment at regular intervals. There is
some agreement between the buyer and seller for a credit purchase. This agreement also covers
terms of payment trade discount, cash discount etc., for the smooth ant regular payment of cash.
Credit facility system is beneficial to both the buyers and sellers. There will be tremendous
improvement on both the sides. Allowing credit to consumers is also useful for growth and
expansion.

1.5 GIFTS FROM THE COMPANY

Some reputed companies will provide a number of gifts to its dealers and distributors. Their
gifts are allowed to improved sales in all areas. Dealers will be much motivated when gifts are
offered by manufactures. Gifts are a special kind of incentives, which will pursue the dealers to
increase their sales.

The main objectives of offering gifts to dealer and distributors are to enhance or improve
sales to the maximum level. The competition can be easily managed when gifts are offered to
dealer, the number of types of gifts is as follows.

• Value of sales in Rupees.

• Value of sales in units

• Seasonal gifts.

Gifts to dealers will play a greater role in marketing. This will motivate the full dealers’ todo better
and this will also encourage better sales
NEED FOR THE STUDY:

 The study is conducted to identify the opinion the dealers in the jithu appalam.

 The aim of the study is to determine the potential dealer to jithu appalam.

 The study is to analyse the preference of the dealer respondent’s opinion of working in
jithu appalam.

 Customer needs and wants fulfilling dealer providing jithu appalam.

 OBJECTIVES OF THE STUDY

Objectives are open ended attributes towards which the activities of the study are aimed. This
provides direction to various activities. The major objectives of the study are:

 To know the Dealers satisfaction toward Jithu appalam.

 To determine the factor that influence on dealer decision.

 To find the Dealers' satisfaction level on various parameters of the product.

 To give effective suggestions to improve product. .

 SCOPE OF THE STUDY

The present study is confined to Tirupattur district and considers various brands of appalam.
Though the main objective of the study is to analyse dealers awareness about appalam brands and
the factors influencing them to purchase a particular appalam brands, the scope of the study extend
to the following related aspects. The purchase decision of the respondents, level of satisfaction
towards appalam determine the popularity of various brands available in market.

These factors are given more importance while analysing the market. Since the future
phase was to be adopted after finding out the important factors relating to this market, sincere
attempt is made to elicit the above information’s
 LIMITATIONS OF THE STUDY

 The study was carried out in Tirupattur city only.

 Dealers are biased with their opinions.
 The sample was limited to 65, it can’t revved the accurate result of the whole
population.
 Dealers were busy with their work. So it is difficult to spend more time in collecting
data.
 CHAPTER- II

COMPANY PROFILE

JITHU APPALAM Company started in 1989 crossed 25 years of Appalam manufacturing and
sales reached four districts in Tamil Nadu. Registered Trademark logo. Serving its quality and
hygienic products to our customers, as a manufacturer. Our products are made from high-
grade ingredients that guarantee their optimum quality. We are well reckoned as a
prominent Manufacturer of high quality piped in India. The quality of our products stands
unrivalled in the market. We have our own in-house quality testing unit to check the quality
of our products at every stage of production our food products are safe to use and are
assured to be free from harmful preservatives or chemicals. Our company products are
friendly and close to the hearts of thousands of customers in India quite appropriate to our
brand name. The extensive experience we possess in this field and an honest endeavour to
present everything in an extremely different perspective giving more consideration to
quality would give you a completely new exposure to Indian Foods.

Our focus is to nourish people’s lives by offering a wide range of

convenient, delicious and affordable food products for the entire family to
enjoy a balanced healthful diet.

JITHU, as the master brand for varieties of vermicelli and flour, has
been an ethical food industry leader since 1994. Presently, we are
operating with 29 district of the art factories located in and around south
Tamilnadu producing high quality products. By delivering best products
holding ourselves responsible and accountable, we have earned the trust
of millions of families across generations.

Health is a state of complete harmony of mind, body and soul. Eating

nutritious food is vital to achieve this harmony. Our products have been
instrumental in enriching millions of lives across Tamilnadu.
 CHAPTER- III

REVIEW OF LITERATURE

Simply put, a dealer is an entrepreneur engaged in sharing the responsibilities of sales

and distribution of products of a company (ies), as an intermediary in the channels of
distribution and has invested some money for an industry standard return on investment.
He is an intermediary between the manufacturer (company) and the last leg of the channel,
the retailer or sometimes the final consumer. A flow chart shown below gives an idea of the
placement of the Dealer in the study.

The study focuses on the Dealers' Satisfaction while dealing in pharmaceutical and
consumer goods companies. More specifically, the satisfaction level of Dealers as a result of
effective management of channels of distribution will be analysed in this chapter. When
examining dealer satisfaction as a whole, three general components are identified: 1. Dealer
satisfaction is a response (emotional or cognitive); 2. The response pertains to a particular
focus (return on investment, expectations, product, consumption experience etc.) 3. The
response occurs at a particular time (after receipt, consumption, after choice, based on
accumulated experience, etc). In nutshell, Dealer Satisfaction comprises of three basic
components, a response pertaining to a particular focus determined at a particular time.

Dealer satisfaction has been typically conceptualized as either an emotional or

cognitive response. More recent satisfaction definitions concede an emotional response.
The emotional basis for satisfaction is confirmed by the dealer responses. Both the literature
and dealers recognize that this response varies in intensity depending on the situation.
Response intensity refers to the strength of the satisfaction response, ranging from strong
to weak. Terms such as, "excellent service”, “error free documentation”, “excellent
product”, “complete product range”, "very much satisfied"," "helpless," "frustrated,"
"cheated," "indifferent," "relieved," and "neutral", “good incentives”, “hopeless sales staff ”
reveal the range of intensity. In sum, the literature and dealers both view satisfaction as a
summary affective response of varying intensity.
 Focus of the Response - The focus identifies the object of dealer’s satisfaction and
usually entails comparing performance to some standard. This standard can vary from very
specific to more general standards. There are often multiple foci to which these various
standards are directed including the product, consumption, purchase decision, salesperson,
or storage / acquisition. The determination of an appropriate focus for satisfaction varies
from context to context. However, without a clear focus, any definition of satisfaction would
have little meaning since interpretation of the construct would vary from person to person
(chameleon effects).

Timing of the Response - It is generally accepted that dealer satisfaction is a post

purchase phenomenon, yet a number of subtle differences exist in this perspective. The
purchase decision may be evaluated after choice, but prior to the actual purchase of the
product. Dealer satisfaction may occur prior to choice or even in the absence of purchase or
choice (e.g., dissatisfied with late deliveries / out-'of-stock of the desired product in full). It
has even been argued that none of the above time frames is appropriate since satisfaction
can vary dramatically over time and satisfaction is only determined at the time the
evaluation occurs. The dealer responses reinforced this varied timing aspect of satisfaction.
In addition, the dealers discussed the duration of satisfaction, which refers to how long a
particular satisfaction response lasts.
 CHAPTER- IV
RESEARCH METHODOLOGY
INTRODUCTION
Research Methodology is a systematic way to solve a research problem. It includes
various steps that are generally adopted by a researcher in studying the problem along with
the logic behind them. The present study was customer satisfaction after sales of Jithu
appalam in Thirupattur.

3.1 RESEARCH DESIGN

“A Research Design is the arrangement of conditions for collection and analysis of
data in a manner that aims to combine relevance to the research purpose with the economy
in procedure”. The research design adopted for the studies is descriptive design. The
researcher has to describe the present situation in order to know the behaviour of the
customers. Hence descriptive research study is used. Descriptive research can only report
what has happened and what is happening.

3.2 SAMPLING TECHNIQUES:

Convenience sampling technique

SAMPLE SIZE:
The sampling size selected for the study is 65 respondents.

SAMPLING AREA:
Thirupattur.

3.3 SAMPLE DESIGN:

Convenience sampling technique was used for the study.

3.4 SOURCE OF DATA COLLECTION:

Primary data

Primary data directly collected from the consumers through questionnaire in Thirupattur
city.
Secondary Data

Secondary data was collected from articles, websites for the analysis.

3.5 TOOLS AND TECHNIQUES

 Percentage analysis
 ANOVA
 Chi-square
PERCENTAGE ANALYSIS

In this project Percentage method test was used. The percentage method is used to
know the accurate percentages of the data we took, it is easy to graph out through the
percentages. The following are the formula

No of Respondent

Percentage of Respondent = x 100

Total no. of Respondents

From the above formula, we can get percentages of the data given by the respondents .

ONE WAY ANOVA

The one-way analysis of variance (ANOVA) is used to determine whether there are
any statistically significant differences between the means of two or more independent
(unrelated) group ( although you tend to only see it used when there is a minimum of there,
rather than two group).

CHI-SQUARE
A chi-square test is a statistical test commonly used for testing independence and
goodness of fit. Testing independence determines whether two or more observations across
two populations are dependent on each other (that is, whether one variable helps to
estimate the other). Testing for goodness of fit determines if an observed frequency
distribution matches a theoretical frequency distribution. Interpretation
The above table 27 indicates that 43% of the respondent neutral that Opportunity to
claim the ladder of success 29% of the respondents said they were agree 15% of the
respondents said disagree 7% of the respondents strongly disagree to it and 6% of the
respondent

In both cases the equation to calculate the chi-square statistic is

Where of equals the observed frequency in each category and

E the expected frequency in the corresponding category.

𝜒2 is Chi Square

The results of a chi-square test, along with the degrees of freedom, are used with a
previously calculated table of chi-square distributions to find a p-value. The p-value can then
be used to determine the significance of the test.
 CHAPTER- V
DATA ANALYSIS
TABLE: 1
AGE OF THE RESPONDENTS
Age Frequency Percent

Below 25 16 24.6%
25-35 16 24.6%
35-45 17 26.2%
Above 45 16 24.6%
Total 65 100

Inference:

The above table shows that 24.6% of the respondents are age group below 25,
24.6% of the respondents are age group 25-35, 26.2% of the respondents are age group 35-
45, 24.6% of the respondents are age group above 45

The majority of the respondent’s age group are 35-45.

C HART: 1

AGE OF THE RESPONDENTS

26.2
26.5

26

25.5
24.6 24.6 24.6
25

24.5

24

23.5
Below 25 25-35 35-45 Above 45
 TABLE: 2
GENDER OF THE RESPONDENTS

Gender Frequency Percent

Male 23 35.4%

Female 42 64.6%

Total 65 100

Inference:
The above table shows that 35.4% of the respondents are male, 64.6% of the
respondents are female.

The majority 64.6% of the respondents are female.

CHART: 2

GENDER OF THE RESPONDENTS

70 64.6

60

50

40 35.4

30

20

10

0
Male Female

TABLE: 3
MARITAL STATUS OF THE RESPONDENTS
 Marital status Percent

Married 63.1%

Unmarried 36.9%

Total 100

Inference:

The above table shows that 63.1% of the respondents are married, 36.9% of the
respondents are unmarried.

The majority 63.1% of the respondents are married.

CHART: 3

MARITAL STATUS OF THE RESPONDENTS

36.9
63.1

Married Unmarried

TABLE: 4
INCOME OF THE RESPONDENTS

Income Frequency Percent

Less than 10,000 19 29.2%
10000-20000 16 24.6%

20000-30000 11 16.9%

30000-40000 6 9.2%

Above 40000 13 20.0%

Total 65 100

Inference:
The above table shows that 29.2% of the respondents are less than 10,000, 24.6% of
the respondents are 10000-20000, 16.9% of the respondents are 20000-30000, 9.2% of the
respondents are 30000-40000, 20.0% of the respondents are above 40000.

The majority 29.2% of the respondents are less than 10,000.

CHART: 4
INCOME OF THE RESPONDENTS
29.2
30
24.6
25 20
16.9
20

15
9.2
10

0
Less than 10000-20000 20000-30000 30000-40000 Above 40000
10,000

TABLE: 5
EXPERIENCE IN DEALERSHIP OF THE RESPONDENTS

Experience in dealership Frequency Percent

1-3 yr 22 33.8%

6-7 yr 23 35.4%

8-10 yr 10 15.4%

Above 10 yr 10 15.4%

Total 65 100

Inference:
The above table shows that 33.8% of the respondents are 1-3 year, 35.4% of the
respondents are 6-7 year, 15.4% of the respondents are 8-10 year, 15.4% of the respondents
are above 10 year.

The majority 35.4% of the respondents are 6-7 year.

CHART: 5
EXPERIENCE IN DEALERSHIP OF THE
RESPONDENTS

33.8 35.4
40
35
30
25 15.4
15.4
20
15
10
5
0
1-3 yr 6-7 yr 8-10yr Above 10 yr

TABLE: 6
HOW LONG YOU ARE DEALING WITH JITHU APPALAM PRODUCT OF THE
RESPONDENTS

Long you are dealing with

jithu appalam Frequency Percent
Less than 1 yr. 4 6.2%

2-3 yr. 20 30.8%

3-4 yr. 34 52.3%

Greater than 4 yr. 7 10.8%

Total 65 100

Inference:
The above table shows that 6.2% of the respondents are less than 1 year, 30.8% of
the respondents are 2-3 year, 52.3% of the respondents are 3-4 year, 10.8% of the
respondents are greater than 4 year

The majority 52.3% of the respondents are 3-4 year.

CHART: 6
HOW LONG YOU ARE DEALING WITH JITHU
APPALAM PRODUCT OF THE
52.
6

5
30.
4

3
10.
2 6.

0
Less than 1 2- 4Ma Greater than

TABLE: 7
WHETHER THE EXPECTED QUANTITY OF JITHU APPALAM PRODUCT IS SUPPLIED TO YOU IN TIME
OF THE RESPONDS
Expected quality of jithu appalam
product is
supplied Frequency Percent
Yes 43 66.2%

No 22 33.8%

Total 65 100

Inference:
The above table shows that 66.2% of the respondents are yes, 33.8% of the respondents
are no

The majority 66.2% of the respondents are yes.

CHART: 7
WHETHER THE EXPECTED QUANTITY OF JITHU
APPALAM PRODUCT IS SUPPLIED TO YOU IN TIME OF
THE RESPONDENTS
66.

7
6 33.
5
4
3
2
1
0
Ye N

TABILE: 8
ARE YOU DEALING WITH OTHER COMPANIES OF HE RESPONDS
Are you dealing with other
company Frequency Percent
Yes
31 47.7%
No
34 52.3%
Total 65 100

Inference:
The above table shows that 47.7% of the respondents are yes, 52.3% of the respondents
are no

The majority 52.3% of the respondents are no.

CHART: 8

ARE YOU DEALING WITH OTHER

COMPANIES OF THERESPONDENTS
53
52.3
52

51

50

49
47.7
48

47

46

45
Yes No

TABILE: 9
DO YOU RECOMMEND YOUR CUSTOMERS ABOUT JITHU APPALAM PRODUCT OF THE RESPONDS

Do you recommend your

customers about jithu
appalam products Frequency Percent
Yes 41 63.1%
No 24 36.9%

Total 65 100

Inference:

The above table shows that 53.1% of the respondents are yes, 36.9% of the respondents
are no.

The majority 63.1% of the respondents are yes.

CHART: 9

70 DO YOU RECOMMEND YOUR CUSTOMERS ABOUT

JITHU APPALAM
63.1 PRODUCT OF THE RESPONDENTS
60

50
36.9
40

30

20

10

0
Yes No

TABLE: 10
WHAT DO YOU FEEL ABOUT QUALITY OF JITHU APPALAM PRODUCT OF THE RESPONDS

Do you feel about quality of

jithu appalam product
Frequency Percent
Highly satisfied 17 26.2%
Satisfied 18 27.7%
Neutral 10 15.4%
Dissatisfied 4 6.2%
Highly dissatisfied 16 24.6%
Total 65 100

Inference:
The above table shows that 26.2% of the respondents are highly satisfied, 27.7% of the
respondents are satisfied, 15.4% of the respondents are neutral, 6.2% of the respondents
are dissatisfied, 24.6% of the respondents are highly dissatisfied.

The majority 27.7% of the respondents are satisfied.

CHART: 10

WHAT DO YOU FEEL ABOUT QUALITY OF

JITHU APPALAM PRODUCT OF THE
RESPONDENTS

26. 27.
3 24.

2 15.

1
6.
1

0
Highly Satisfie Neutra Dissatisfie Highl
dissatisfie

TABLE: 11
WHAT DO YOU FEEL ABOUT CREDIT PERIOD GIVEN BY JITHU APPALAM OF THE RESPONDS

Do you feel about credit period

given by jithu
appalam Frequency Percent
Highly satisfied 13 20.0%
Satisfied 13 20.0%
Neutral 13 20.0%
Dissatisfied 13 20.0%
Highly dissatisfied 13 20.0%
Total 65 100

Inference:
The above table shows that 20.0% of the respondents are highly satisfied, 20.0% of
the respondents are satisfied, 20.0% of the respondents are neutral, 20.0% of the
respondents are dissatisfied, 20.0% of the respondents are highly dissatisfied.

The majority 20.0% of the respondents are neutral.

CHART: 11
WHAT DO YOU FEEL ABOUT CREDIT PERIOD
GIVEN BY JITHU APPALAM OF THE
RESPONDENTS
2% 2% 2% 2%
2%
2
1
1
1
1
1
8
6
4
2
0
Highly Satisfie Neutra Dissatisfie Highl
dissatisfie

TABLE: 12
WHAT DO YOU FEEL ABOUT THE PRICE OF JITHU APPALAM PRODUCT OF THE RESPONDS

Do you feel about the price

of jithu appalam product Frequency Percent
Highly satisfied 7 10.8%
Satisfied 25 38.5%
Neutral 2 3.1%
Dissatisfied 26 40.0%
Highly dissatisfied 5 7.7%
Total 65 100

Inference:
The above table shows that 10.8% of the respondents are highly satisfied, 38.5% of
the respondents are satisfied, 3.1% of the respondents are neutral, 40.0% of the
respondents are dissatisfied, 7.7% of the respondents are highly dissatisfied.

The majority 40.0% of the respondents are dissatisfied.

CHART: 12

WHAT DO YOU FEEL ABOUT THE PRICE OF

JITHU APPALAM PRODUCT OF THE
RESPONDENTS
40%
38.5%
40
35
30
25
20
15 10.8%
10 7.7%
3.1%
5
0
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied

TABLE: 13
WHAT DO YOU FEEL ABOUT AFTER SALES SERIVCE GIVEN BY JITHU APPALAM OF THE RESPONDS

Do you feel about after sales service

given by jithu
appalam
Frequency Percent
Highly satisfied 6 9.2%
Satisfied 27 41.5%

Neutral 8 12.3%
Dissatisfied 19 29.2%
Highly dissatisfied 5 7.7%
Total 65 100

Inference:
The above table shows that 9.2% of the respondents are highly satisfied, 41.5% of
the respondents are satisfied, 12.5% of the respondents are neutral, 29.2% of the
respondents are dissatisfied, 7.7% of the respondents are highly dissatisfied.

The majority 41.5% of the respondents are satisfied.

CHART: 13
WHAT DO YOU FEEL ABOUT AFTER SALES
SERIVCE GIVEN BY JITHU APPALAM OF THE
RESPONDENTS
41.%
4
4
3 29.%
3
2
2 12.%
1 9. %
7. %
1
5
0
Highly Satisfie Neutra Dissatisfie Highl
dissatisfie

TABLE: 14
WHAT DO YOU FEEL ABOUT QUALITY OF THE JITHU APPALAM PRODUCT OF THE RESPONDS

Do you feel about quality of

the jithu appalam product Frequency Percent
Highly satisfied 8 12.3%

Satisfied 3 4.6%

Neutral 23 35.4%
Dissatisfied 14 21.5%

Highly dissatisfied 17 26.2%

Total 65 100

Inference:
The above table shows that 12.3% of the respondents are highly satisfied, 4.6% of

the respondents are satisfied, 35.4% of the respondents are neutral, 21.5% of the

respondents are dissatisfied, 26.2% of the respondents are highly dissatisfied.

The majority of 35.4% of the respondents are neutral.

C HART: 14
WHAT DO YOU FEEL ABOUT QUALITY OF
THE JITHU APPALAM PRODUCT OF THE
RESPONDENTS
40
35.4%
35
30
26.2%
25 21.5%
20
15 12.3%
10
4.6%
5
0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

TABLE: 15
WHAT DO YOU FEEL ABOUT CREDIT PERIOD GIVEN BY JITHU APPALAM OF THE RESPONDS

Do you feel about credit period

given by jithu
appalam Frequency Percent
Highly satisfied 7 10.8%
Satisfied 13 20.0%
Neutral 5 7.7%
Dissatisfied 2 3.1%
Highly dissatisfied 38 58.5%
Total 65 100

Inference:
The above table shows that 10.8% of the respondents are highly satisfied, 20.0% of the
respondents are satisfied, 7.7%% of the respondents are neutral, 3.1% of the respondents are
dissatisfied, 58.1% of the respondents are highly dissatisfied.

The majority of 58.5% of the respondents are highly dissatisfied.

CHART: 15
WHAT DO YOU FEEL ABOUT CREDIT PERIOD
GIVEN BY JITHU APPALAM OF THE
RESPONDENTS
58.5%
60

50

40

30 20%
20 10.8% 7.7%
10 3.1%

0
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied

TABLE: 16
WHAT DO YOU FEEL ABOUT THE PRICE OF JITHU APPALAM OF
THE RESPONDS
Do you feel about the price
of jithu appalam Frequency Percent
Highly satisfied 4 6.2%
Satisfied 23 35.4%
Neutral 21 32.3%
Dissatisfied 7 10.8%
Highly dissatisfied 10 15.4%
Total 65 100

Inference:
The above table shows that 6.2% of the respondents are highly satisfied, 35.4%% of
the respondents are satisfied, 32.3% of the respondents are neutral, 10.8% of the respondents
are dissatisfied, 15.4% of the respondents are highly dissatisfied.

The majority of 35.4%% of the respondents are satisfied.

ANOVA: 1
AGE AND WHAT DO YOU FEEL ABOUT QUALITY OF JITHU APPALAM PRODUCT
OF THE RESPONDENTS

Aim:
To find out the difference between age and opinion towards quality of jithu appalam product
Null Hypothesis (H0): There is no significant difference between age and what do you feel about
quality of jithu appalam product.

Alternative Hypothesis (H1): There is a significant difference between age and what do you
feel about quality of jithu appalam product.

Sum of
Squares df Mean Square F Sig.
Age and do you Between
feel about Groups
15.595 3 5.198 2.358 .080
quality of jithu
appalam
Within Groups 134.467 61 2.204
Total 150.062 64

Interpretation:
Since F ratio in significant at 0.080, it suggest that no variation in opinion among age is a not
significant. Hence accept null hypothesis and reject alternative hypothesis.
There is no variation among age and what do you feel about quality of jithu appalam
product.
 ANOVA: 2

MARITAL STATUS AND WHAT DO YOU FEEL ABOUT AFTER SALES

SERIVCE GIVEN BY JITHU APPALAM OF THE RESPONDENTS

Aim:-
To find out the difference between marital status and do you feel about after sales service
given by jithu appalam

Null Hypothesis (H0): There is no significant difference between marital status and do you feel
about after sales service given by jithu appalam.

Alternative Hypothesis (H1): There is a significant difference between marital status and do
you feel about after sales service given by jithu appalam.

Mean
Sum of Squares df Square F Sig.
Marital status Between Groups
and do you feel
about after sales .113 1 .113 .081 .777
service given by
jithu appalam
Within Groups 88.349 63 1.402
Total 88.462 64

Interpretation:
Since F ratio in significant at 0.777, it suggest that no variation in opinion among marital
status is a not significant. Hence accept null hypothesis and reject alternative hypothesis.
There is no variation among marital status and do you feel about after sales service given

by jithu appalam.
 ANOVA: 3
EXPERIENCE IN DEALERSHIP AND WHAT DO YOU FEEL ABOUT THE PRICE OF
JITHU APPALAM

Aim:-
To find out the difference between Experiences in dealership and do you feel about the price
of jithu appalam

Null Hypothesis (H0): There is no significant difference between Experiences in dealership and
do you feel about the price of jithu appalam.

Alternative Hypothesis (H1): There is a significant difference between Experiences in

dealership and do you feel about the price of jithu appalam.

Mean
Sum of Squares df Square F Sig.
Experience in Between Groups
dealership and do
you feel about the 13.646 3 4.549 3.848 .014
price of jithu
appalam
Within Groups 72.108 61 1.182
Total 85.754 64

Interpretation:
Since F ratio in significant at 0.014, it suggest that no variation in opinion among experience
is a not significant. Hence accept null hypothesis and reject alternative hypothesis.
There is no variation among Experiences in dealership and do you feel about the price of jithu
appalam.
 CHI-SQUARE: 1

MONTHLY INCOME AND EXPERIENCE IN DEALERSHIP OF THE RESPONDENTS

Aim:-
To find out the relationship between monthly income and experience in dealership

Null Hypothesis (H0): There is no significant relationship between monthly income and experience in
dealership.

Alternative Hypothesis (H1): There is a significant relationship between monthly income and
experience in dealership.

Value df asymp. Sig. (2-sided)

Pearson Chi-Square 14.380 12 .277
Likelihood Ratio 18.880 12 .091
Linear-by-Linear Association
.087 1 .768

N of Valid Cases 65

Interpretation:
Since the p value (0.277) is greater than the significance value 0.05, null hypothesis
accepted and alternative hypothesis rejected.
Hence from the above analysis, It is found that there is no significant relationship
between.
 CHI-SQUARE: 2

HOW LONG YOU ARE DEALING WITH JITHU APPALAM PRODUCT

AND WHAT DO YOU FEEL ABOUT QUALITY OF JITHU APPALAM PRODUCT OF
THE RESPONDENTS

Aim:-
To find out the relationship between how long you are dealing with jithu appalam product and
what do you feel about quality of jithu appalam product

Null Hypothesis (H0): There is no significant relationship between how long you are dealing with
jithu appalam product and what do you feel about quality of jithu appalam product

Alternative Hypothesis (H1): There is a significant relationship between how long you are dealing
with jithu appalam product and what do you feel about quality of jithu appalam product.

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 10.663 12 .558
Likelihood Ratio 11.824 12 .460
Linear-by-Linear
.722 1 .395
Association
N of Valid Cases 65

Interpretation:
Since the p value (0.558) is greater than the significance value 0.05, null hypothesis
accepted and alternative hypothesis rejected.
Hence from the above analysis, It is found that there is no significant relationship

between what do you feel about credit period given by jithu appalam and what do you feel about

after sales service given by jithu appalam

 CHI-SQUARE: 3

WHAT DO YOU FEEL ABOUT CREDIT PERIOD GIVEN BY JITHU

APPALAM AND WHAT DO YOU FEEL ABOUT AFTER SALES
SERVICE GIVEN BY JITHU APPALAM OF THE RESPONDENTS

Aim:-
To find out the relationship between what do you feel about credit period given by jithu appalam
and what do you feel about after sales service given by jithu appalam

Null Hypothesis (H0): There is no significant relationship between what do you feel about credit
period given by jithu appalam and what do you feel about after sales service given by jithu appalam.

Alternative Hypothesis (H1): There is a significant relationship between what do you feel about
credit period given by jithu appalam and what do you feel about after sales service given by jithu

appalam.

Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 19.081 16 .264
Likelihood Ratio 23.232 16 .108
Linear-by-Linear
3.108 1 .078
Association
N of Valid Cases 65

Interpretation:
Since the p value (0.264) is greater than the significance value 0.05, null hypothesis
accepted and alternative hypothesis rejected.
Hence from the above analysis, It is found that there is no significant relationship
between what do you feel about credit period given by jithu appalam and what do you feel about
after sales service given by jithu appalam
 CHAPTER- VI

FINDINGS

 The majority 68.5% of the respondent’s age group are 35-45.

 The majority 64.6% of the respondents are female.
 The majority 63.1% of the respondents are married.
 The about 29.2% of the respondents are less than 10,000.expreance with dealership.
 The about 35.4% of the respondents are 6-7 year dealing with jithu appalam.
 The about 52.3% of the respondents are 3-4 year expected quality of jithu appalam.
 The majority 66.2% of the respondents are dealing.
 The about 52.3% of the respondents are opinion regarding the expected quantity.
 The majority 63.1% of the respondents are responds say yes that will be dealing.
 The about 35.4% of the respondents are neutral opinion regarding recommend your
customer.
 The about 58.5% of the respondents are highly dissatisfied offers.
 The about 35.4% of the respondents are satisfied said nature about the factors.
 The about 29.2% of the respondents are highly satisfied said satisfied about quality.
 The about 27.7% of the respondents are satisfied said highly satisfied about the gift.
 The about 20.0% of the respondents are neutral customer about jithu appalam.
 The about 40.0% of the respondents are dissatisfied enable to be the dealer of jithu
appalam.
 The about 41.5% of the respondents are satisfied feel about of jithu appalam.
 The about 35.4% of the respondents are neutral feel about credit period by jithu appalam.
 The about 58.5% of the respondents are highly dissatisfied feel about after sales of service.
 The about 35.4%% of the respondents are satisfied feel about the price of jithu appalam.
 SUGGESTION

 Dealers can be asked to undertake their own promotional activities like regional advertising
etc., on a cost sharing basis.

 Promoting the brand through wall paintings can bring more awareness. Such responsibilities
can be given to the dealers themselves.

 Although brand availability is better for jithu appalam, it should be improved as only 50% of
the dealers appreciate it. This naturally will lead to better sales and satisfaction of the
dealers
 CONCLUSION

Dealership’s financial success depends largely – next to fluctuations in demand and

changing market conditions – on a good cooperation with the customers. Additionally, the
decisions at the central level, including the timeliness of product deliveries, the amount of
dealer allowance, credit sales, trade promotion, ensuring product quality according to
customers’ preference, and charging reasonable price are a decisive influence on the
profitability of dealership business.

The present research may have a contribution to the literature since it has been
observed that value generation and promotion as the most important factor concerning the
satisfaction level of the dealers of jithu appalam under study.

The major limitation of this paper is that this research was only conducted to
explore and find out the factors affecting the satisfaction of dealers of jithu appalam. But it
can be conducted on other furniture industries in Bangladesh as well as oversea
 CHAPTER- VII
BIBLIOGRAPHY
 Principles of marketing, Philip Kotler & Gary Armstrong

 Marketing research- Principles applications & Cases, D.D. Sharama & G.C. Beri

 Statistical tools , S.P. Gupta

 Research methodology, C.R. Kothari

 Basic marketing, William G.Zikmund, Michaell d. Amico.

WEBLIOGRAPHY
 www.tancem.com

 www.google.com

 www.slideshare.com
 ANNEXURE
A STUDY ON DEALERS SATISFACTION TOWARDS JITHU APPALAM IN THIRUPATTUR
1. Name:
2. Age :
a) Below 25 b) 25-35 c) 35-45 d) Above 45
3. Gender:
a) Male b) Female
4. Marital status:
a) Married b) Unmarried
5. Monthly income:
a) Less Than 10,000 b) 10,000-20,000 c) 20,000- 30,000
d) 30,000-40,000 e) Above 40,000
6. Experience in dealership?

a) 1-3 year b) 6-7 year c) 8-10 year d) above 10 year

7. How long you are dealing whit jithu appalam product?

a) Less than 1 year b) 2-3 year c) Greater than 3 year

8. Whether the expected quantity of jithu appalam products is supplied to you in time?

a) Yes b) No

9. Are you dealing with other companies?

a) Yes b) No

If yes, specify ___________________________________________

10. Do you recommend your customers about jithu appalam products?

a) Yes b) No If

No, specify the reason, __________________________________________

11. Rank the factor enables you to be the dealer of jithu appalam products?

Factors

Quality

Price

Gifts

Offers
12. What do you feel about Quality of jithu appalam products?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied

e) High Dissatisfied

13. What do you feel about credit period given by jithu appalam?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied

e) High Dissatisfied

14. What do you feel about the Price of jithu appalam products?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied

e) High Dissatisfied

15. What do you feel about after sales service given by jithu appalam?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied

e) High Dissatisfied