CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS
CHAPTER 1 INTRODUCTION OF INDUSTRY AND COMPANY 1.1
OVERVIEW OF INDUSTRY
Dairy is a place where handling of milk and milk products done and technology refers to the application of scientific knowledge for practical purpose. Dairy technology has been defined as that branch of dairy science which deals with the processing of milk and the manufacture of milk product on an industrial scale. In India, dairying has been practice as a rural cottage industry since the remote past. Semi commercial dairying started with the establishment of military dairy farms and co-operative milk unions throughout the country towards the end of the nineteenth century. During the earlier each household in those countries maintained its family cow or secured milk from its neighbor who supplied those living close by. As the urban population increased fewer households could keep a cow for private use. The high cost of milk production problems of sanitation etc., restricted the practice and gradually the family cow in the city was eliminated and were all sent back to the rural areas. Generally farmers within easy driving distance began delivering milk over regular routes in the cities. This was the beginning of the fluid milk-shed which surrounds the large cities today. Prior to the 1850s most milk was necessarily produced within a short distance of the place of consumption because of suitable means of transportation and refrigeration. The Indian dairy industry has made rapid progress since independence a large number of modern milk plants and product factories has since been established. These organized dairies have been successfully engaged in the routine commercial .These organized bottled milk and various western and Indian dairy products with modern knowledge of the protection of milk during transportation, it became possible to locate dairies where land was less expensive and crops could be grown more economically. Indian dairy sector contributes the large share in agricultural gross domestic products. Presently there are around 70,000 village dairy cooperatives across the country. The co-operative societies are federated into 170 district milk producers unions, which in turn has 22-state cooperative dairy federation.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS
1.2
INTRODUCTION OF COMPANY
Madhur milk union is very small is idea in all over Gujarat. Madhur dairy paid price to milk producer in highest in Gujarat. Madhur dairy has awarded to national and international awards. Madhur Dairy is famous as “The taste of Capital” and the name of Madhur Dairy is remembered at National level. Madhur Dairy also branded as the “The Taste of the Capital” serves maximum milk consumers in the City of the Gandhinagar which is the capital of Gujarat. Madhur Dairy has launched various products under its umbrella which includes Milk, Buttermilk, Dahi, Butter-oil (Ghee), Sweets, Lassi, Ice-creams, Paneer etc. Madhur Dairy is one of the Good Performer Dairy in Gujarat. The entire Milk Industry it becomes increasingly management to understand the developments in the Diary Business.
Established in the year 1971 producing various type of Milk Products. 112 Village Milk producers Co-Operative Societies are Member of this Union. 38500 Milk producers are Member through Village Milk Societies. This Organization has an ISO – 9001 – 2008 Certified & also having ISO-220002005 Food Safety Management Certificate. 95% Consumers are covered by this Union in Gandhinagar City. Many facilities are providing to his members, Like Medi-Claim, Loan for Animal, Welfare Funds, Calcium, Animal‟s Food, Chap-Cutter, and Insurance for Animals & Members etc. Organization has latest Un-Touch System Machinery for Milk Products. Nearly 493 lacs Liters milk is Collecting Every Day from Milk Producers through Milk Co-op. Societies. Products of this organization are Pasteurized Cow-Milk, Buffalo-Milk, Curd, Butter-Milk, Milk-Sweet, Ice-Creams, Butter-Oil (Ghee), and Flavour-Milk etc. Cow Milk in pouch pack marketed first in India, Launch in market by the Honorable Governor of Gujarat State. Cow ghee in pouch pack marketed first in India, Launch in market by the Honorable Governor of Gujarat State to protect the cow gender as per the Indian culture. Gandhinagar “MADHUR DAIRY” is nationally recognized. On 1st May 2011 Jammu Kashmir cooperation Minister Abdul Hamid Ansari and MD of cooperation Bank Mahmud Ashraf make welcome visit to Madhur dairy.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS
Organization Chart
Chairman
Board of Director
Managing Director
General Manager (marketing)
Production Manager
Engineering Manager
Society Manager
Account Manager
Assistant Manager Marketing
Assistant Manager Production
Assistant manager engineering
A.M Society
A.M Account
Senior Marketing organizer
Technical Officer
Engineering
Sup. Society
Senior Account
Marketing Supervisor
Shift Up
Maintenance Attendant
Sup. Attendant
Store & Purchase
Assistant Manager
Admin Office
Store officer purchase
Vaternary officer
Junior Officer
Store Clerk
Ass.Hus.
Senior Clerk
Clerk
Clerk
Clerk
Clerk
Sales Attendant
Document Supplier
Computer Operator
Attendant
Operator Attendant Attendant
Peon
Attendant
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Company Profile 1.
Name of the Company
2. 3. 4. 5. 6.
Date of Registration Form of the Organization Type of the Unit Registration No. Number of Members
7.
Products
8.
Location
9.
Manager [Marketing]
10.
Auditor
11.
Bankers
1. 2. 3. 4.
GANDHINAGAR DISTRICT CO – MILKPRODUCER‟S UNION LTD. 6th FEBRUARY, 1971 Milk & Milk Product Milk Processing Unit 1080 114 Milk, Butter Milk, Butter Oil, Sweets, IceCream, Dahi, Lassi, Paneer etc. MADHUR DAIRY K – ROAD, GIDC, SECTOR – 25 GANDHINAGAR, GUJARAT, INDIA Mr. Niranjan N. Barot Mr. B.P.Charel Special Auditor [milk], Ahmedabad Bank Of Baroda, Gandhinagar State Bank Of India, Ahmedabad Co-Operative Bank [sector – 16] Axis Bank, Gandhinagar
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS Awards and Prizes `Certificate of Merit‟ presented from National Productivity Council in recognition of Company performance in productivity during the year 1993-94 in a function presided over by Hon. President of India. Productivity Award‟ presented from National Productivity Council in recognition for the best productivity performance during the year 1994-95 by Hon. Prime Minister of India. „Bhartiya Udhyog Ratnan‟ Award presented from Indian Economic Development & Research Association by Hon. Union Minister for chemical & fertilizers, Govt. of India on the occasion of 18th National Seminar on `Individual Achievement & Nation Building‟ in 2000. National Industrial Excellence Award presented from Indian Economic Progress Society by Hon. Minister of State for science & technology. The Indian Economic Development and Research Association, New Delhi (India) has declared the “KHOHINOOR OF INDIA AWARD” to our organization on a National basis for outstanding contribution on the field. It will be received on 2nd April 2008 on the occasion of 46th national seminar on “National Development through Individual Achievements &World Peace”. Udhyog Ratna Award: The Udhyog Ratna Award is declared to this organization presented on 11-8-2008 at New Delhi. Life time Achievement Award: This Award Presented on 12-8-2008 at New Delhi. International Achiever’s Award: International Achiever‟s Award is also to be awarded on 30-31 August 2008 at New Delhi. International Achiever‟s Award is to Chairman Dr. Shankarsinh R. Rana on 20th September 2009 At Bangkok. (Thailand)
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS Board of Directors Dr. Shankarsinh R. Rana Mr. Ataji K. Thakor Mr. Bhikhaji H. Makwana Mr. Virambhai G. Desai Mr. Manuji H. Gohil Mr. Raghusinh K. Bihola Mr. Dashrathbhai M. Chaudhari Mr. Jasvantbhai G. Patel Mrs. Taraben G. Thakor Mrs. Kesarben S. Thakor Mrs. Hansaben R. Patel Mrs. Madhuben H. Patel Mr. A.K. Dhagadh (Rep. -GCMMF) Mr. M.C. Shah (Rep. -NDDB) Mr. D.G. Dalal Mr. Rohit Mehta
Chairman Director Director Director Director Director Director Director Director Director Director Director Director Director Director managing director
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1.3
Details about Company
In Madhur dairy, there are four forms of organization like sale, proprietorship, partnership firms, Joint Stock Company. Further classification leads to private limited and public limited government company and joint venture. Gandhinagar district co-operative milk producer‟s union ltd Madhur dairy, Gandhinagar. This unit is four departments in this department like production department, human department, marketing department, finance department. Production Section (Dairy plant) Production means creation of utilities and energy to satisfy the wants and requirements of the people. It covers all the activities of the allocation and utilization of resources such as laborer‟s energy, material equipment‟s etc. Production is a basic function of the firm as an output. As there are so many products of the dairy, the production department‟s staff is quite intelligent and hard working. Production is a combination of the four factors land, labors, capital and entrepreneur. In the dairy, the four factor are combined and so the production goes high day-today. There are different kinds of process doing in the different department of the production process. Milk receiving Department Milk pasteurization Department Milk Storage Department Milk Pouch Packing Section Butter Making Department Ghee Making Department Paneer Making Department Purchase Department The process of purchase department in Madur Dairy is Follow:Store Requirements Register Supply Inquiry Letter to Supply Reply of Supply Offer Letter for Shield Offer Comparative Statement Use Department‟s Opinion Quality + Lower Price Recommendation and Approval
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS General Detail of Company Name of the Organization: GANDHINAGAR DISTRICT CO-OPERATIVEMILK PRODUCER‟S UNOIN LTD. “MADHUR DAIRY” Registered Office: GANDHINAGAR DISTRICT CO-OPERATIVE MILK PRODUCERS UNION LTD. Address: Madhur Dairy, K- Road, G.I.D.C. Sector 25, Gandhinagar-382023 E-MAIL Address:
[email protected] Form of Organization: Co-Operative Types of Organization: Medium Scale BANKERS: Punjab National Bank, Gandhinagar Bank of Baroda, Gandhinagar State Bank of India, Gandhinagar Ahmedabad District Co-operative Bank Distribution Place in Gandhinagar City: Madhur Parlor, Sector-3/A, Jalaram Complex Madhur Parlor, Sector-7 Shopping Centre Kamdhenu, Sector-21/1, Opposite Reliance Mall Madhur Parlor, Sector-21/2, Vishwkarma Centre Kamdhenu, Sector-28, Near Garden Kamdhenu Stall, Madhur Dairy Main Gate Madhur Parlor, Gh-5 Circle, Gandhinagar Madhur Parlor, Sector-6/b, Gh-2 Circle Distribution Place at Villages: Vavol Kamdhenu – Milk produce mandli, Vavol Palaj – Opposite New Mahakali Temple, Palaj Adraj Moti – Adaraj, Milk produce mandali, Adraj Moti Kolavda – Milk produce mandali, Kolavada
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS Unawa – Near, Bus Stand, Unawa Gandhinagar “MADHUR DAIRY” is nationally recognized.On 1st May 2011 Jammu Kashmir cooperation minister Abdul Hamid Ansari and MD of cooperation Bank Mahmud Ashraf make welcome visit to Madhur dairy. PORTER FIVE FORCE MODEL 1. Bargaining Power of Suppliers: The term 'suppliers' comprises all sources for inputs that are needed in order to provide goods or services. Supplier bargaining power is likely to be high when: The market is dominated by a few large suppliers rather than a fragmented source of supply, There are no substitutes for the particular input, The supplier‟s customers are fragmented, so their bargaining power is low, The switching costs from one supplier to another are high, There is the possibility of the supplier integrating forwards in order to obtain higher prices and margins. The buying industry has a higher profitability than the supplying industry, Forward integration provides economies of scale for the supplier, The buying industry hinders the supplying industry in their development. 2. Bargaining Power of Customers: Similarly, the bargaining power of customers determines how much customers can impose pressure on margins and volumes. Customers bargaining power is likely to be high when: They buy large volumes; there is a concentration of buyers, The supplying industry comprises a large number of small operators. The supplying industry operates with high fixed costs, The product is undifferentiated and can be replaces by substitutes, Switching to an alternative product is relatively simple and is not related to high costs, Customers have low margins and price are sensitive, Customers could produce the product themselves, The product is not of strategically importance for the customer, The customer knows about the production costs of the product. 3. Threat of New Entrants: The competition in an industry will be the higher; the easier it is for other companies to enter this industry. In such a situation, new entrants could change major determinants of the market environment (e.g. market shares, prices, customer loyalty) at any time. Economies of scale (minimum size requirements for profitable operations),
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High initial investments and fixed costs, Cost advantages of existing players due to experience curve effects of operation with fully depreciated assets, Brand loyalty of customers Protected intellectual property like patents, licenses etc., Scarcity of important resources, e.g. qualified expert staff. Access to raw materials is controlled by existing players, Distribution channels are controlled by existing players, Existing players have close customer relations, e.g. from long-term service contracts
4. Threat of Substitutes: A threat from substitutes exists if there are alternative products with lower prices of better performance parameters for the same purpose. Similarly to the threat of new entrants, the threat of substitutes are determined by factors like Brand loyalty of customers, Close customer relationships, Switching costs for customers, The relative price for performance of substitutes, Current trends. 5. Competitive Rivalry between Existing Players This force describes the intensity of competition between existing players (companies) in an industry. Competition between existing players are likely to be high when: There are many players of about the same size, Players have similar strategies There is not much differentiation between players and their products, hence, there is much price competition Low market growth rates (growth of a particular company is possible only at the expense of a competitor), Barriers for exit are high (e.g. expensive and highly specialized equipment).
1.4
Features of Company
During my training period at Madhur Dairy, I come to know that Madhur Dairy‟s Distribution Channel network works very nicely. Right now there are around 179 Centers working in Gandhinagar. With the help of Co-operative Society, Madhur Dairy gets order from Center Owners. Center owners have to give payment within next day. If any Center Owner is not able to pay the amount with in time limit, then he has to bear 100 Rs as penalty. In this Distribution Channel, Co- operative Society
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS has to use its own vehicles, it has to use its own Cane and has to appoint the supervisor.
Milk
35147310 liter
Madhur Dairy has made it very clear from the very beginning that once the truck go away from Madhur dairy then it is not their responsibility regarding leakage For this, they also allowed supervisor to stay while loading milk bags in the truck. But due to supervisor laziness, they not come. One more thing, it is also required for center owner to stay at their Center Location at the time of delivery, but mostly center owner not present while truck come. If they are present there & if they find any leakage there, then they can approached marketing department at Madhur dairy, where they have to filed 1 form for replacement and in the past Madhur dairy have replaced damaged milk bag when they came there at Madhur dairy and filled the form. But in most of the cases center owner never come there. MADHUR‟s focus is largely on attracting, developing and retaining the talent available in the market through minimal resources, cost effective administration. MADHUR intends to strengthen culture which imparts loyalty, commitment and responsibility into our members, to increase productivity. Sales Report of Madhur Dairy: The sales of Madhur milk in 2005-06 was 55890 and it has increased by 2206 for the year 2006-07. in 2006-07 it was 58096 and in 2007-08 it was 61983, so it has increased by 3887, again in 2008 -09 it was 63946 increased with 1963.as per the comparison of 2009-10 And 2010-2011 it has increased by 7137. Hierarchy of the Marketing Department Marketing Manager Mr. Niranjan N. Barot Marketing Officer Mr. Paresh Patel Junior Manager Mr. Kuldip Singh Field Staff Product wise sale of Madhur Dairy :
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS Sweets
121105 kilogram.
Butter-milk
3003220 liter
Ice-cream
103186 liter
Ghee
602615 kilogram.
Paneer
1643 kilograms.
Time Keeping System in MADHUR: In Madhur to maintain the record of time of employee that when he come and when he goes, there is one punching card system to measure the time of coming and going of the employee. Each employee has the separate computerized identity punching card. All the data are stored into computer and a timekeeper saved it as a documentary proof. When there is a power cut in the factory timekeeper notes timing of workers. Cold Storage Plant in Madhur Dairy: In this plant the excess milk is packed. The milk cannot be distributed in to the whole seller at a time because it takes time to reach out and beside the time at which milk is to be made available to the customers is also to be considered. Therefore during the gap the milk is stored in a cold storage of the unit. The temperature in the cold storage range from 5 degree to 10 degree Celsius and in the night the milk is dispatched in the trucks.
Program for employee‟s spouse and children‟s like Cricket tournament, ladies sports, movie shows for children, children visit to places of interest etc. Picnic for permanent workers once in a year. Concessional Staff bus facility. Petrol Coupons for certain grade of executives. Long Service Award to those employees who have completed more than 15 years of service in our organization.
Madhur Dairy has launched Madhur Patrika. In this Patrika they can provide information of Madhur Dairy, Statement of Chairman, the Animal Husbandry and news of Madhur Dairy.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS Madhur Dairy has working on distribution channels Main Distributors Total Centers 175 Total Distribution 45,000 liters/Day Total Shifts - 2 shifts Morning 3:00 A.M to 9:00 A.M. Evening 3:00PM. To 5:00 P.M. Collection as per Routs in Advance Morning - 8 Routes Evening - 3 Routes Collection – Commission less for society I am collection for only selling price no profit. Deposit – Rs. 10, 00,000/- in Advance. Day to day – Cheque through Advance 2 day‟s Deposit - 20, 00,000/- to dairy from Society Outlet of Own Total 18 Agency 07 parlors 05 Kamdhenu - 3 in Village, 2 in City Parlor - Advance collection for an order Agency - Advance Collection for an order Kamdhenu – Dairy‟s own Collection on weekly basis.
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1.5
Different Business Segment of the Company
Madhur dairy has involved different Segmentation. The veterinary department plays a vital role for value perception of Madhur dairy in milk producer‟s mind.The main function of the veterinary department is top give the treatment to the milk producer‟s animals in Gandhinagar District. The veterinary department of Madhur dairy is provides 24 hours services for the treatment of animals. There are mainly two functions as the type of treatment by veterinary department. • “BIJ DAAN” • “TREATMENT INCLUDING OPERATIONS” Camp The dairy also organize the camp in villages of Gandhinagar District. They provide the normal treatment free for the animal in that camp. The dairy have also plan for the time and schedules for the yearly camp. Medicines The Milk Marketing Federation decide that which medicines to be used and should be purchase from company. The price of those medicines which is customers get is decided also by the federation. Vehicle For the visit of the various are of Gandhinagar District for the purpose to treatment of animals the dairy provide the facility of vehicle -“JEEP” – to the doctors. The vehicles are mostly hired on the contract bases and its payment is given as the bases of Kilometers. The selection of the vehicle is done as per the tender system. Goals & objectives management Competency management Automated performance review Succession, compensation, reallocation and career management Integration between individual performance and training Madhur dairy has involved in different Activities. It can be execution of Madhur Welfare Trust for the Members of Madhur Dairy. It can be segment in Welfare Activities; Health related Activities, Educational Assistant, and other different activities.
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Welfare Activities: Execution of Madhur Welfare Trust for the betterment of members of Madhur Parivar. Assistance in case of hospitalization of employees and their family members from prolonged illness to meet the excess expenses beyond Medi-claim limit. Death relief fund to the family members. Annual Day Celebration.
Health related activities: Medical Check – up of all the members on regular intervals. Health Insurance for all employees, their spouse and their first two children. Group accident coverage for all employees. Doctor‟s visit on every alternate day at main plant & EOU.
Educational assistant: Education fees for outstanding children of Grade VI & below Employees. Prize Distribution Awards for meritorious children of staff Members.
Other Activities: Program for employee‟s spouse and children‟s like Cricket tournament, ladies sports, movie shows for children, children visit to places of interest etc. Picnic for permanent workers once in a year. Concessional Staff bus facility. Petrol Coupons for certain grade of executives. Long Service Award to those employees who have completed more than 15 years of service in our organization.
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1.6
Financial Overview
Finance department are closely selected with other department like production department, marketing department & personnel department. Finance is the key for any department. The efficiency of production & marketing operation is directly intense by the manner in which the finance function of the enterprise is performed by the finance. It has also helpful in efficiency of the personnel department. Finance department is providing polices & producers which bring out a closer coordination between the various functional areas of business such as production & marketing. The financial planning is the forecast about the future requirements of fund & use of funds. So the production department may get the information about how much fund is needed in future for the producing of the product. Finance department is closely related with the production department. Almost all kind of business activity directly or indirectly involves the according & use of funds. For example requirement & promotion of employees in the production is clearly a responsible of the production department but it resolved payment of wages & salaries and other benefits and this involves finance. Finance department are closely related with the marketing department. Because in marketing department in the advertising distribute good & services the funds is the necessary. The finance department is providing the funds to the marketing department. The personnel department is closely related with the finance department. The personnel department is provides the manpower to the organization. But there is need to pay wages and salary and other facilities to the workers. The finance department is provides the funds and other facilities to workers. So, there is a close relationship of finance with production, marketing and personnel department. Bankers 1. Punjab National Bank, Gandhinagar 2. Bank of Baroda, Gandhinagar 3. State Bank of India, Gandhinagar 4. Ahmadabad District Co-operative Bank
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1.7
HISTORY OF COMPANY
India is an agricultural country. 70% people live in the rural area. Their main business is farming, bringing up animals and small handicraft businesses and by working hard, they get service there is a land under plough for farming. In our country is about 14 crores 20 lakhs and the about 9 crores 20 lakhs. So each farmer gets about 1.5 hector land for pouching our farming is depend on rain so the farmers fear from famine, heavy rain and in this situation, bringing us animals and dairy business with farming help them as a supplementary business. There is lots development in the dairy business by co-operative ways. In the dairy business, women actively participate and doing animal husbandry activities, animal care, collection of milk. In dairy co-operatives are collection of milk at both morning-evening, conducting test of fat by counting milk price, they caring out transactions, even there is lots of awareness come in the regarding reduction of expenses related to production of milk. By watched the development of dairy business in Gujarat and other states also making good development in this field in co-operation head of the family. Gandhinagar District Co-operative Milk Producers‟ Union Ltd. Was established and registered on 06/02/1971 under Gujarat state Co-operative Act, 1961 by some prominent Co-operators of the Gandhinagar District with limited members and limited societies with 3,000 Liters per Day (LPD) procurement of milk. Nearly 20,000 litters milk is collecting every day from milk producers through Milk Co-op. Societies. The first own processing plant was setup in 1983 at capital of Gujarat state, Gandhinagar city with the help of Indian Dairy Association (IDA) and National Dairy Development Board (NDDB) with the capacity of 30,000 LPD of milk processing plant. Products of Madhur Dairy are famous in Capital of Gujarat as a ‟Taste of Capital‟ with the brand “MADHUR”. In 1992-93, they 1st began a movement of arranging village level meeting to convince primary milk producer at their door steps and it was a great moment. In 1996 the plant capacity is expanded up to 60,000 Litters per Day (LPD) and then 2002-03 the capacity is again expanded 2, 00,000 LPD. During the year 2010-11, the union had collected a total of 493 lac liters of milk from 41,350 members of 114 villages co-oprative milk producing societies. Daily
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS Average daily collection per society is 1,175 liters. This includes 62% buffalo‟s milk and 38% cow‟s milk. At present December 2011 milk producing 1,45,000 LPD and selling 1,19,000 LPD.
112 Village Milk producers Co-operative societies are member of this Union. 38500 Milk producers are member through Village Milk societies. This Organization has an ISO- 9001-2000 Certificate and also having ISO-22000 Food Safety Management Certificate. 95% consumers are covered by this Union in Gandhinagar city. Aggressiveness: • Cow milk in pouch pack marketed first in India, Launch in market by the Honorable Governor of Gujarat state. • Cow ghee in pouch pack marketed first in India, launch in market by the Honorable Governor of Gujarat state to protect the cow gender as per the Indian culture. Steering: • Name of the Managing Director: Mr. Rohit Mehta • Name of Chairman: Dr. Shankarsinh R. Rana, PhD.
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SWOT ANALYSIS of Madhur Dairy Company: STRENGTHS; The Madhur Dairy is having rich experience of the market. The Madhur dairy is having a good reputation in the market. The Madhur dairy has good customer retention ability. Most of the Customers are fully satisfied with the Madhur Dairy Products. The Madhur Diary has high growth market potential. Mass production and modern technology gives the Dairy Success. Affordableprice. Good distribution network. Brand image
WEEKNESS; Lack of communication between co-operative society and center owner will Create sometimes problem for Dairy. All distribution channels are not well established. Inadequate transportation facilities make milk procurement problem.
OPPORTUNITY; The dairy has opportunity to grab the market in Gandhinagar as well as near area. The Dairy has established the most modern and well organized unit.
THREATS; Threat indicates challenges posed by an unfavorable trend and development that would lead in the absence of defensive marketing actions to deterioration in sales or profits. The dairy has a threat in the following areas. Increasing population and requirement of milk and milk products. There are many milk vendors in the area of Gandhinagar. Other competitor in the market.
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1.8
Vision and Mission of Company:
VISION Statement; Madhur Dairy will be strengthening co-operative movement by making available best quality, healthy, nutritious milk & milk products according to the customer taste with the help of Gujarat co-operative Milk Marketing Federation to the entire customer. It strives for excellence through commitment for the overall development of milk producer & employees, protecting the environment, adopting the modern technology, and the best practices prevailing in the industry.
Mission of Company; Mission is to pay maximum price to milk producers. Provide maximum satisfaction by qualify of milk to customer. Product diversification 2 lacs capacity. Reduce child morality. Smile on every face. Team working rather than individual. Support to education & welfare institution. Customers‟ orientation and a focus on cost effectiveness, quality and services. A self- reliant and vibrant rural economy. Sustainable development of rural India free form poverty and hunger. Eco socio development of milk producers. Maximum price paid to milk producers Clean milk production. Best quality production with food safety. Customer satisfaction. Provide to milk producers and milk consumers.
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1.9
Product Profile:
There are many product, which is produced and selling by the Gandhinagar district Co- operative milk producers‟ union limited (“Madhur dairy”). The process though different stages packed under the name of Madhur & Madhur Product List of Company: Madhur products Milk • Madhur Milk (200ml) • Madhur Taza (500 ml) • Madhur Shakti (500 ml) • Madhur Gold (500 ml) • Madhur Cow-Milk (500 ml) Butter oil (Ghee) • Madhur Ghee All • Madhur Cow-Ghee (500 ml) Madhur Butter Milk (500 ml) Madhur Dahi (200 & 500 ml) Madhur Paneer Madhur Lassi Ice-Cream • Madhur Ice-Cream • Madhur Choco bar • Madhur Mango Dolly • Madhur Family Pack Ice-Cream • Madhur Con Madhur Sweet • Madhur Shrikhand • Gulab Jambu • Barfi (Rajwadi Barfi, Chocolate Barfi) • Mohanthal • Kaju-Katri
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS MADHUR MILK: - Firstly, raw milk received by the tanker from the district cooperative dairy in this section. The tankers of raw milk are checked here for the quality of the milk by the quality control laboratory. If the milk is acceptable, computer initiates the action for unloading the milk tanker. The milk is unloaded by the unloaded pumps & is passed through the milk chillers were its temperature is stored in the raw milk storage silos. There are two lines in this section one is milk pasteurizing & second is milk standardizing. In first line milk is passed through the heat exchanges, where it is heated to certain pre-determined temperature. Milk is taken out of heat exchanges & passed through the centrifuge where fat is adjusted to required percentage. The surplus fat is stored for ghee making in storage tanks. And pasteurized milk is taken to silos. In second line milk is passed through milk separators.The standardized and pasteurized milk is taken to the milk packing section by pumps and stored in the buffer tanks, the milk flows to the packed in pouches of predetermined volume. These packed pouches are stored in the cold storage room. There are different types of milk product which are produced in Madhur dairy, like toned milk, standard milk, cow milk etc.
BUTTER OIL (GHEE):-After milk separation milk scanning is done. Here excess of cream is extracted from the milk through cream separators. The scanning of milk is done till they get 99% fat and then it is changed in to ghee is than sent for quality testing in QAL.After it confirms to the laid standards after checking ghee is sent for packing. The packing is done in tin cans or pouches like that of milk and marketed under the brand name of “MADHUR GHEE‟. The packed ghee is started in the ghee storage department.
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MADHUR ICE-CREAM: -Madhur Ice-Cream is made from milk and milk products, and sugar stabilizers. It contains milk fat 14.5 %, total solids 41%, sugar 15 % and protein 4.1 %. Its food energy value is cal. Per 100 ml-196-7 Kilo cal. It is packed in 50 ml.cap, 100ml.cup, 500ml.pack, candies and cones. Various varieties of ice-creams can be made from the basic mix by addition of required amount of flavors, dry fruits & nuts.
MADHUR PANEER: - Madhur Paneer is Equivalent to Cream Cottage cheese. Packing Diced Paneer - 100 g, 200 g & 1 kg Available. Block Paneer - 200 g & 1 kg. It is Composition Milk Solids, Citric acid and Common Salt. Nutritional Information 289 kcal / 100 g
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS MADHUR BUTTER MILK: - Madhur Butter Milk is Pasteurized Buttermilk meets the PFA standards. Packing of butter milk in Poly Pack - 500ml it is Composition FAT (%) 1.0, SNF (%) 5.5, Acidity 0.8% Max. 48 Hours from the date of packing if kept under Refrigeration below 8°C
MADHUR DAHI: - Madhur Dahi made from Pasteurized Toned Milk Packing of Dahi in Poly Pack - 250 gm., 500 gm., 1 kg * Cup – 100 gm., 250 gm., 500 gm. Shelf Life of Poly Pack - 7 Days from the date of packaging and in Cup - 15 Days. Storage condition Under Refrigeration.
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1.10
Future Plan
Madhur Dairy is planning to launching new product & expanding capacity in current product as under: 1. 2. 3. 4. 5. 6. 7. 8.
Madhur SMP (skimmed Milk Powder) Madhur Mineral water (drinking water plant) Madhur Tea (Tea Patti) Madhur Chocolates Madhur Paneer (Expansion) Madhur cued (Expansion) Madhur cattle feed Madhur Ready to eat foods and Namkeens
Further, plans to set up Madhur biscuit factory also for side product, thereby sharing its income amongst milk producers, the milk producers shall be strengthened financially. Upon enhancement of financial strength of milk producers, their family shall prosper better. Shortly initiate action to link through internet 114 member milk societies of Madhur dairy thereby Madhur dairy may remain in constant touch of milk societies. Plans to furnish information by setting up LCD TV screen at premises of all member milk societies to member milk producer brothers/sisters regarding milk Cattle rearing, how to enhance milk production, how better cattle care can be imparted, cattle feed, animal diseases and treatment and agro oriented information. Set up a system so that same time video conference can be held with 114 milk societies, thereby any information can be transmitted immediately and collectively to societies and inquiries can be held for special information and exchange of questions and thoughts can be executed speedily. As government has launched 114 Ambulance service, I have plans to launch 109 Ambulance service for member society milk producers of Madhur dairy so that immediate medical treatment can be provided when milk producers or their family members face physical difficulty or sudden illness. Madhur dairy intends to set up residential school for children of milk producers, of employees of milk societies and Madhur dairy to ensure that the development of children of milk producers of Madhur dairy as per other children or financially sound people is ensured.
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1.11
Quality Control
Madhur Dairy Gandhinagar is committed to: Improve lifestyle of member milk procedures. Achieve highest customer satisfaction by consistence supply of good quality safe milk and milk products. Strengthening co-operative structure. Up gradation of process and application of innovative techniques. Providing milk product and services per excellent for total customer satisfaction. Implementation of innovation welfare schemes and services for social economic development of milk procedures. Application of eco-friendly process and operations. Development of motivated dedicated and devoted work force
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CHAPTER -2
Concept &Literature review
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Liking towards the brand itself can influence liking for the brand (Hawkins, Best & Coney, 1992). However according to study by Biehal, Stephens and Curlo (1992) whether consumers like or dislike the product does not necessarily lead to brand acceptance or rejection. So, even though consumers may like the product that they see, it does not necessarily mean that they will go out and buy the brand. SMITH MARSHAL (2000): Customers satisfaction measures the customer perceptions of how well the company delivers on the critical success factors and dimensions of the business. These usually include factors like services promptness, staff responsiveness, and understanding the customer‟s problem. ADRIAN THOMPSON (2002): Those consumers feel valued wanted and loved when, 1. Encourage face to face dealings. 2. Respond to message promptly and keep your customers informed. MILSON (2003): Found that several authors maintain that it is nothing short of folly to teach rules and marketing staffs the fewer points of quality control in the manufacturing process, forgetting that it is these very people who have the most direct contact with the companies‟ customers. KELLY WHITNEY (2006): Customer advocacy and customer satisfaction the typical measurements around customer satisfaction of service delivery are customer advocacy or customer loyalty is typically very different and there are questions around willingness to repurchase and willingness to recommend you to others. A SARINGAPANI (2006): It is a proven fact that cost of retaining customer is much lower than acquiring a new one and the industry not only building relationship but also financial returns. SREEKUMAR P (2007): Customer attitude and customer perceived value can be improved by managing customer interaction under the wider perspective of CEM. Understanding the various experience points especially under the complex environment of many outsourced functions, and managing them with the use of relevant IT TOOLS can ensure less customer attrition and long term profitability. The focus should shift from operations and service – based by analyzing the multipoint customer interactions and understanding that customer satisfaction needs a holistic approach covering all possible contact points through which customer experience is delivered.
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CHAPTER 3 RESEARCH METHODOLOGY
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3.1
Research Objectives
Basic concept of measurement and selling: Once a research objective is finding and particular plan of action is chosen to solve the problems that general plan set direction in the three major stages of gathering primary data. • Designing questionnaires and related instrument for data collection • Planning sampling techniques and size. • Determining field procedures for the field workers. The tasks in designing and writing the data collection forms to be used, particularly the data by questions rather than observation. In non-probability sampling method do not provide every elements of the population any known chance of being selected in the sample. In non-probability sampling method, the convenience sampling is used in my marketing research survey for milk of Madhur Dairy. Under convinces sampling the samples are selected at the convenience of the researcher investigation. MARKET RESEARCH Various authors have defined it in different way. Research starts with the question or problem. Its purpose is to find out answer to question through the application or scientific method. It is systematic and intensive study directed to word a more complete knowledge of the subject study. Research can be classified in to two broad categories. a. Basic research b. Applied research Market research is systemic and objective study of problems relating to the market of goods and services. It may be emphasized that is not restricted to many particular area of marketing. But it is applicable to all phase of aspect. Marketing research is a key of education of successful marketing stretchy of programmed research is used to study competition and analyses the competitors product positioning and how to gain competitive advance stage. It is also an importance tools to study consumer opinion. ”The systematic and objective search for an analysis so information relevant to the identification and solution of any problems in the field marketing” Marketing research is the systematic design collection and reporting of data and finding relevant to a specific marketing situation facing the company.
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SELECTED PROBLEM FOR STUDY In my Research study my topic is CUSTOMER SATISFATION OF MADHUR DAIRY PRODUCT. First Step in marketing research is clearly state the problem statement, which is stating the management dilemma, its background, its consequences and the resulting management question. Past and presently every organization focus on the customer‟s feedback, because Customer‟s feedback it is most important and easy way to increase business. After the get feedback i know what the problem of our customer. On that basis i try to solve their problem and increase business. After the get feedback i know what is their problem? May be i know customer Problem regarding price, Quality, Quantity, Packing Size, Freshness of product, availability of product, Purchase place, Behavior of Dealer as well as retailer ,any complain etc. and should try to this problem. And know what is customer actually wanted?
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3.2
RESEARCH DESIGN
Research Design is the plan, structure, and strategy of investigation conceived so as to obtained answers to research questions and to control variance. The definition consists of three importance term plan structure & strategy. TYPE OF RESEARCH 1) Exploratory research 2) Descriptive research 3) Causative research On the context of my topic consumer‟s opinion survey, I had selected descriptive research. Descriptive research is carried out to descriptive a phenomenon or market. characteristics of the target market is a descriptive research continuing the above example of services quality are search done on now customer evaluating the quality of competitive services institution can be considered as an example of descriptive research. Generally descriptive research is carried out only when the researcher understand be phenomena or opinions characteristics. Descriptive study can be divided in to two broad categories cross sectional & longitudinal of the two, the former types of study is more frequently used. Cross classification has two methods to research. 1) Cross field 2) Survey
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3.3
SAMPLING PLAN
Sample Size: Sample size is proportion of population in this survey includes 100 consumers as respondents for making the reports. Sample Techniques: The sampling method or design describes the procedure by which sample is selected. There exist two classes of method. 1. Probabilities sampling method 2. Non probabilities sampling method. In probabilities sampling method every element of population has a known chance of being selected as sample but the survey of the customer feedback of dairy product. Only study purpose and it is not possible to give equal chance of every element so in my project the non-probabilities sampling method is used. In the non-probability sampling method do not provide every element of the population any known chance of being selected in the sample. In non-probability sampling method, the convenience sampling is used in my Marketing research survey for milk of Banas dairy under convenience sampling the sample is selected at the convenience of the research investigators.
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3.4
DATA COLLECTION
There are two types of sources of gathering marketing information namely primary sources and secondary sources. Primary Data The primary data are those, which are collected fresh and for the first time, and thus happen to be original in character. Here I have collected the primary data through survey of customer who use products of Madhur through questionnaire. Secondary Data The secondary data are those which have already been collected by somewhere else and which have already been passed through the statistical process. The secondary data was collected from company books, company brochures, different websites and other human resource management books whereas the Primary data was collected by using Questionnaire and getting them filled personally. Research Approach Primary data can be collected in the ways observation, focus group research survey and experimental research. In my marketing research survey i had collected primary data through survey research. Survey best suited for descriptive research and it is only concerned with getting practical knowledge. I had undertaken survey to learn about people‟s knowledge, beliefs, preference and satisfaction of Madhur dairy products. Research Instrument Marketing research has choice of two main research instruments in collecting primary data, questionnaire and mechanical devices. In my marketing research survey i have used a questionnaire for collecting data. A questionnaire consists of a set of questions presented to respondents for their answers. The questionnaire is the most common instrument used to collect primary data. A questionnaire consists of two types of questions close ended and open-ended questions. Close-ended questions refer to provide two or more possible alternatives to the respondent. And the openended questions allow the respondents to answer in their own words. In my marketing research I have used both types of questions in questionnaire.
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3.5
STATICAL TOOLS FOR DATA ANALYSIS
Analytical Tools In this PERCENTAGE METHOD and SWOT ANALYSIS has been used. Presentation Tools Bar Diagrams and Pie Charts has been use for presenting the result of Survey. LIMITATIONS AND CONSTRAINTS • The response from the respondents could be casual in nature. This may be due to lack of interest or time on their part. • The correctness of Information provided by the respondents in the personal data could not be established. • Some of the information provided by the respondents might not be correct. • Getting timely responses from the respondents was a difficult task.
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3.6
Data Analysis and Interpretation
As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. It is crucial for every organization to retain loyal customers by maintaining a high level of customer satisfaction. However, sustaining an environment conducive to customer satisfaction is a difficult task without a strong understanding of the data surrounding customer satisfaction surveys (1) Do you know about dairy products? Scale
Respondents
Yes
100
No
00
Respondents 100 80 60
Respondents
40 20 0 Yes
No
Interpretation:These graph and table shows that 100%respondents know about the dairy product. Dairy‟s product have good image in market and mostly person know about the dairy‟s product.
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(2) Which Dairy products are you using? Scale
Respondents
Madhur
80
Amul
15
Other
05
Respondent 80 70 60 50 Respondent
40 30 20 10 0 Madhur
Amul
Other
Interpretation:These graph and table shows that 80%respondents are using Madhur Dairy‟s products.15% respondents are using Amul Dairy‟s Products. And 5% respondents are using other Dairy‟s products.
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(3) How frequently do you purchase the Madhur Dairy products? Parameter Daily Weekly Fortnightly Monthly Sometimes
Milk 96 03 01 -
Butter Milk 50 32 12 04 02
Ghee 08 26 66
Ice-cream 16 28 38 18
Sweets 12 88
100 90 80 70
Milk
60
Butter Milk
50
Ghee
40
Ice-Cream
30
Sweets
20 10 0 Milk
Butter Milk
Ghee
Ice Creams
Sweets
Interpretation:From the above analysis i can see that above 96% people of Gandhinagar are daily purchases dairy milk, the users of butter milk is also in good demand, people generally purchase ghee by monthly and sometime as required, people also purchase ice-cream by weekly and monthly as per their desire, generally most of people purchase sweets by monthly or sometimes. People also purchase sweet for sometimes.
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(4) For whom do you purchase a product? Scale
Respondents
Self-Use
83
Selling Purpose
10
For make another Product
07
Respondent 90 80 70 60 50
Respondent
40 30 20 10 0 Self-Use
Selling Purpose
Make another Product
Interpretation:From above the graph and table shows that 83% people using products for self-use. 10% people for selling purpose and 7% people using for make another products.
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(5) How do you know about Madhur dairy and its products? Scale
Respondents
Advertisement
50
Newspaper
20
Friends
30
Total
100
30 50
20
Advertisement
Newspaper
Friends
Interpretation:Out of 100 respondents 50% respondents know about the Madhur dairy‟s product through advertisement. 20% respondents know about the Madhur dairy‟s product throughnewspaper. 30% respondents know about the Madhur dairy‟s product through friends. Some can say that advertisement is good way for awareness of products.
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(6) From where do you purchase a product? Scale
Respondents
Dairy
12
Dealer
15
Retailer
73
Respondent 80 70 60 50 Respondent
40 30 20 10 0 Dairy
Dealer
Retailer
Interpretation:From above graph analysis out of 100 respondents 12% peoplepurchase Madhur dairy‟s products with Dairy.15% people purchase with dealer and 73% people purchase with retailer.
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(7) Are you satisfied with the packing of Madhur dairy products? Scale
Respondent
Yes
100
No
-
Respondent satisfied with packing 100% 90% 80% 70% 60% 50%
Respondent satisfied with packing
40% 30% 20% 10% 0% Yes
No
Interpretation:Out of 100 customers I can analyses thatall customers are Satisfied with the packing of Madhur Dairy‟s products.
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(8) Which brand Milk of Madhur dairy do you use Purchase? Parameter
Respondents
Madhur Taza
33
Madhur Gold
27
Madhur Shakti
30
Madhur Cow Milk
07
Other dairy product
03
Respondents 35 30 25 20 Respondents
15 10 5 0 Madhur Taza
Madhur Gold
Madhur Shakti
Madhur Other dairy Cow Milk product
Interpretation:From the above analysis 33% people of Gandhinagar are using Madhur Taza Milk. 27% people are using Madhur Gold Milk. 30% people are using Madhur Shakti Milk. 7% people are using Madhur Cow Milk and 3% people are using other dairy products milk.
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(9) Please give the opinion according to Quality of dairy product?
1.2
1
0.8
0.6
Column1
0.4
0.2
0
Interpretation:The above chart shows that 68% respondents are satisfiedwith products and service, 28% respondents gives medium rate, and 4% respondents are dissatisfied of respondents.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS (10) Are you satisfied with the weight/Quantity of Madhur dairy products?
Parameter Yes
Respondent 92
No
08
Respondent Satisfied with the Quantity 100 90 80 70 60 50
Respondent Satisfied with the Quantity
40 30 20 10 0 Yes
No
Interpretation:From the above table out of 100 respondents 92% people are satisfied with the quantity of Madhur dairy‟s products and 8% people are not satisfied with the quantity of Madhur dairy‟s products.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS (11) According to you what do you think about the product price of Madhur Dairy in Compare to other dairy products? Parameter
Respondents
High
08
Moderate
27
Low
65
Respondents of Price of Product 70 60 50 40
Respondents of Price of Product
30 20 10 0 High
Moderate
Low
Interpretation:From the above table out of 100 respondents 8% people are says Madhur milk price is high. 27% person are says milk price is moderate and 65% person are says Madhur milk price is low.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS (12) What is your preference towards Madhur Dairy? Scale
Respondents
Positive
70
Negative
10
Neutral
20
80 70 60 50 40
Respondents Preference towards Madhur Dairy
30 20 10 0
Positive
Negative
Neutral
Interpretation:From the above table out of 100 respondent‟s 70% respondents are shows their attitude towards Madhur Dairy is highly positive, 10% customer‟s shows negative response, 20% customers shows neutral response towards the Madhur dairy‟s Products.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS (13) How do you rate Madhur Dairy products? Parameter
Respondents
Good
62
Satisfactory
30
Poor
08
Respondents Rate of Products 70 60 50 40
Respondents Rate of Products
30 20 10 0 Good
Satisfactory
Poor
Interpretation:The above chart shows that 62% people give good rate of Madhur dairy‟s product, 30% people are satisfactory with dairy product, and 8% people givepoor rate of Madhur Dairy‟s products.
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(14) What are the reasons which reduce your satisfaction by Madhur products? Factors
Respondents
Price
10
Thickness of milk
15
Availability
10
Taste No Problem
05 60
Respondents 60 50 40 30
Respondents
20 10 0 Price
Thickness Availability
Taste
No Problem
Interpretation: From the above table out of 100 people 10% respondents are dissatisfaction towards Madhur Dairy due to price, 15% think about thickness of milk, 10% dissatisfied due to availability of products, 05% people think about the taste, and 60% respondents have no problem with Madhur Dairy.
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(15) How do you rate the availability of Madhur Dairy‟s products? Scale
Respondents
Good
60
Neutral
37
Poor
03
70 60 50 40 30
Respondent
20 10 0 Good
Neutral
Poor
Interpretation:The above chart shows that 60% people got availability of dairy product, 37% people got availability of dairy product sometime, and 3% people do not get services of Madhur Dairy products every times.
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(16) Do you recommend your Relatives and Friends to use dairy products? Scale
Respondents
Yes
90
No
10
Total
100
Recommend of Respondent 90 80 70 60 50
Recommend of Respondent
40 30 20 10 0 Yes
No
Interpretation:From the above table out of 100 respondents, 90% respondents are recommend to others and 10% respondents are says no.
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(17) Do you complain if any defect in the dairy products? Parameters
Respondents
Yes
10
No
90
Respondent of Complain in Product 90 80 70 60 Respondent of Complain in Product
50 40 30 20 10 0 Yes
No
Interpretation:From the above table out of 100 respondents, All 90% respondents are satisfied with the dairy product. They have no complained with the dairy products. And 10% respondents have complained in different products of Madhur dairy.
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS 3.7 Contact Method The method of contact is personal and the respondents are approached with the research instrument.
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CHAPTER – 4 FINDINGS
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS I take sample size was 100 people to survey from the different areas of Gandhinagar. The report also includes finding the important facts about the Madhur Dairy.
80% customers are using Madhur dairy‟s products. Above 68% customer are quite satisfy with Madhur Dairy. Only 12% customers give negative preference towards Madhur Dairy. The price of Madhur Dairy products is lower in the market. There are certain reasons which reduce the customer satisfaction level by product price, thickness, taste, smell, purity and so on. The packaging system of Madhur Dairy products is very good. In the area of Gandhinagar many customers informed their friends, relatives and other people about Madhur Dairy. No complains of Madhur Dairy‟s products.
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CHAPTER – 5 CONCLUSION
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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS Iwould like to say that Madhur dairy has got a unique position among the milk production industry. There are number of competitors in the market but Madhur dairy is doing all processes very fast in the era of globalization, liberalization and privatization due to best quality of the product. From the survey carried out, it can be concluded that in general most of the customers are satisfied with the quality aspect. No doubt that Madhur Dairy‟s distribution channel is working effectively. The customer Satisfaction level is also quite satisfactory and most of them will recommend Madhur Products to others. Madhur Dairy is having a good man powers and Dr.Shankarsinh R. Rana well experience in this field as a chairman of Madhur Dairy , than what else it need. As per opinion about the Madhur Dairy would have wide scope of development in coming year. The motto of unit is customer satisfaction and leadership in the market. I think that future of company is really bright because of Madhur dairy is providing quality products.
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`
CHAPTER – 6 SUGGESTION
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Madhur Dairy should increase its advertising and publicity. To organize motivation programmed for booth and parlor owner. Madhur dairy should focus on the retention of the existing clients by improving the service rather than trying to increase of clients. This ensures clients satisfaction and also increases its goodwill. Madhur dairy should have own website. They have to think about making online their all data which they are maintaining manually. Due to this, they will get the right information fast. The company should try to educate the potential customer by arranging conference and make them aware of the benefits of the quality products. Company should try to decide the moderate price of milk product because some of the customers have very careful about the price of the milk and other product. Company should try to increase more kamdhenu shop in area of the Gandhinagar.
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BIBLIOGRAPHY Website http://
[email protected] www.yahoo.com www.google.com Books and Magazine Philip Kotler, Marketing Management, 13th Edition C.R.Kothari, Research Methodology Madhur Patrika (Magazine of Madhur dairy) in July 2012 Volume no 18 Newspapers Times of India (Ahmedabad Edition) Gujarat Samachar
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ANNEXURE CONSUMER QUESTIONNAIRE Dear Sir /Madam, I am M.B.A. student from Kalol instution of management. I am doing project on “customer satisfaction on madhur dairy milk product” and for that purpose I would like to collect some information from you. This information would be kept strongly confidential and will be used only for academic purpose.
CUSTOMER PROFILE NAME
:
_________________________________________
AGE
:
Under 20 35-50
[ ] [ ]
GENDER
:
MALE FEMALE
[ ] [ ]
OCCUPATION CONTACT NO. :
:
20-35 [ ] 50 and above [ ]
_______________________________ ________________________________
EDUCATION QUALIFICATION : ________________________________
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1) Do you use Madhur Dairy product? A. Yes B. No
[ ] [ ]
2) How offen you purchase milk of madhur dairy? Parameter Milk Daily Weekly Fortnightly Monthly Sometimes
3) For whom do you purchase a product? A. Self-Use B. Selling Purpose C. For make another Product
[ ] [ ] [ ]
4) How do you know about Madhur dairy Products? A. Advertisement B. Newspaper C. Friends
[ ] [ ] [ ]
5) From where do you purchase a product? A. Dairy B. Dealer C. Retailer
[ ] [ ] [ ]
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6) Which brand Milk of Madhur dairy do you purchase daily? A. Madhur Taza B. Madhur Gold C. Madhur Shakti D. Madhur cow milk E. other dairy milk brand
[ [ [ [ [
] ] ] ] ]
7) What is your preference towards Madhur Dairy? A. Positive B. Negative C. Neutral
[ ] [ ] [ ]
8) How do you rate Madhur dairy products? A. Good B. Satisfactory C. Poor
[ ] [ ] [ ]
9)What are the reasons which reduce your satisfaction by Madhur products? A. Price B. Thickness C. Availability D. Taste E. No Problem
[ [ [ [ [
] ] ] ] ]
10) Do you recommend your Relatives and Friends to use Madhur Dairy‟s Products? A. Yes B. No
[ ] [ ]
11) Do you complain if any defect in the dairy product? A. Yes B. No
[ ] [ ]
which______________?
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Thank you for completing this Questionnaire.
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