Customer Satisfaction Project Report

CONTENTS ====================================================== ==== SNO

PARTICULARS PAGE NO

====================================================== ====

Chapter-1

Chapter-2

Declaration

i

Company Letter

ii

College Letter

iii

Acknowledgement

iv

List of Tables

v

List of Graphs

vi

INTRODUCTION 1.1 Industry Profile

1

1.2 Company Profile

3

1.3 Introduction to the Topic

13

RESEARCH METHODOLOGY 2.1 Statement of Problem

19

2.2 Need for the Study

19

2.3 Objectives of Study

19

2.4 Hypothesis

19

2.5 Source of Data

19

2.6 Scope of the Study

19

Chapter-3

2.7 Questionnaire Design

20

2.8 Sampling

20

2.9 Statistical Tools

20

2.10 Limitations of the Study

20

DATA ANALSYIS AND INTERPRETATION Tables and Graphs

Chapter-4

21

FINDINGS AND SUGGESTIONS 4.1 Findings

49

4.2 Suggestions

51

ANNEXURE

52

BIBLIOGRAPHY

54

DECLARATION

I, O. MADANA MOHAN REDDY studying MBA, at Priyadarshini PG Centre hereby declare that project report entitled “A STUDY ON CUSTOMER SATISFACTION” is submitted in partial fulfillment for the award of the degree of MASTER OF BUSINESS ADMINISTRATION to Sri Venkateswara University, Tirupati is of my original work and it has not been submitted for the award of any degree / diploma / fellowship / or other similar title or earlier to anywhere.

Date: Nellore:

(O. MADANA MOHAN REDDY) (101098056)

Signature

CERTIFICATE This is to certify that project entitled “A Study on Customer Satisfaction” has been successfully carried out by A. MAHESH, who is a bonafied student of the college for the academic year 2009 – 2011 and submitted in the partial fulfillment of the requirements for the award of degree of MASTER OF BUSINESS ADMINISTRATION, to Sri Venkateswara University, Tirupati.

K. MOHAN SINGH, M.Com, M. Phil., M.B.A., Y. REDDY,MBA.,

Head of the Department Project Guide Department of Business Administration

Sri. P. Subbarami Reddy Principal

KRISHNA

KISHORE

ACKNOWLEDGEMENT

The Presentation of this project has been given me the opportunity to express my profound gratitude all those who have made it possible for me to thank the Anantha PVC Pipes Pvt. Ltd, Anantapur, for giving me this opportunity to under go a project study programme in their esteemed organization.

I am especially thankful to MR. A. RAMA KRISHNA, Marketing Manager for his kind co-operation and valuable guidance in accomplishing the study and also the staff of Anantha PVC Pipes Pvt. Ltd, Anantapur.

I thank my Head of the Department MR. K. MOHAN SINGH who helped me directly and indirectly for successful completion of this project.

I would also thank MR. Y. KRISHNA KISHORE REDDY, faculty as well as my internal guide and all the faculty members of the MBA department of “Priyadarshini PG Centre” for their encouragement.

I wish to express my sincere thanks to MR. P. S. REDDY, Director of Priyadarshini PG Centre, Nellore for giving his opportunity to carry out this project work.

(O. MADANA MOHNA REDDY)

LIST OF TABLES S.NO

PARTICULARS

PAGE.NO

1

Brand aware mostly preferred by consumers

21-22

2

company products do proper to use

24

3

Expect from pipes company

25

4

Aware of Monarch pipes company

26

5

Know about the brand Monarch Pipes

27

6

Monarch is the best company in A.P.

28

7

Inspired to buy the Monarch pipes by.

29

8

Regular customer to Monarch Company or dealers

30

9

Interested to buy the pipes from.

31

10

Monarch Company mainly concentrates on agricultural sector.

32

11

The customers of the Monarch company.

34

12

The customer of the Monarch Company since.

35

13

Share information with friends and relatives

36

14

Company concentrates on rural market more then urban market

37

15

Company provides better services than other company.

38

16

Monarch company has highest market share in south India.

39

17

Monarch pipe uses chemicals in it problem which will effect drinking

18

water using the pipe for the purpose of

40 41

19

The supply centre with in 5 Km.

42

20

Good word of mouth is more important for company.

43

21

company expect to create good word of mouth

44

22

Monarch pipes prices are low.

45

23

The company to produce other agricultural. Products

46

24

The company to produce other agricultural. products

47

LIST OF GRAPHS S.NO

PARTICULARS

PAGE.NO

1

Aware of Monarch pipes company

23

2 3 4 5

Know about the brand Monarch Pipes

24 27 28 29

6 7 8 9 10 11

Monarch is the best company in A.P. Inspired to buy the Monarch pipes by Regular customers to Monarch Company or dealers. Interested to buy the pipes from Monarch Company mainly concentrates on agricultural sector The customers of the Monarch company.

30 31

Company concentrates on rural market more then

34 35 36 37

12

urban market Company provides better services than other

38

13

company Monarch company has highest market share in

39

14

south India The Monarch pipe market will spread all over India.

40

15

Using the pipe for the purpose of ,below graph

41

16

The supply centre with in 5 Km

42

The customer of the Monarch company since Share information with friends and relatives

17 18 19 20 21 22

Good word of mouth is more important for company Company expect to create good word of mouth, Monarch pipes prices are low The company to produce other agricultural products The credit facility should be at least The Monarch pipe market will spread all over India.

43 44 45 46 47 48

List of Graphs Graph 3.1(a): showing the respondents rating for quantities of Brand aware mostly preferred by consumers, 21 Graph : 3.1(b) showing respondent’s priority on monarch, vasavi, vijaya, nailnda, star and nandi., 22 Graph 3.2 Aware of Monarch pipes company, 23 Graph 3.3 Know about the brand Monarch Pipes, 24 Graph 3.4(a) Which company products do proper to use, 25 Graph 3.4(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star and nandi, 26 Graph 3.5 Monarch is the best company in A.P., 27 Graph 3.6 Inspired to buy the Monarch pipes by., 28 Graph 3.7 Regular customers to Monarch Company or dealers., 29 Graph 3.8 Interested to buy the pipes from., 30 Graph 3.9 Monarch Company mainly concentrates on agricultural sector., 31 Graph 3.10(a) Expect from pipes company, 32 Graph : 3.10(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star and nandi, 33 Graph 3.11 The customers of the Monarch company., 34 Graph 3.12 The customer of the Monarch company since., 35 Graph 3.13 Share information with friends and relatives, 36 Graph 3.14 Company concentrates on rural market more then urban market., 37 Graph 3.15 Company provides better services than other company., 38 Graph 3.16 Monarch company has highest market share in south India, 39. Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water, 40 Graph 3.18 using the pipe for the purpose of, 41

Graph 3.19 the supply centre with in 5 Km, 42 Graph 3.20 good word of mouth is more important for company, 43 Graph 3.21 company expect to create good word of mouth, 44 Graph 3.22 Monarch pipes prices are low., 45 Graph 3.23 the company to produce other agricultural products., 46 Graph 3.24 the credit facility should be at least., 47 Graph 3.25 the Monarch pipe market will spread all over India., 48

List of Graphs Graph 3.2 Aware of Monarch pipes company, 23 Graph 3.3 Know about the brand Monarch Pipes, 24 Graph 3.5 Monarch is the best company in A.P., 27 Graph 3.6 Inspired to buy the Monarch pipes by., 28 Graph 3.7 Regular customers to Monarch Company or dealers., 29 Graph 3.8 Interested to buy the pipes from., 30 Graph 3.9 Monarch Company mainly concentrates on agricultural sector., 31 Graph 3.11 The customers of the Monarch company., 34 Graph 3.12 The customer of the Monarch company since., 35 Graph 3.13 Share information with friends and relatives, 36 Graph 3.14 Company concentrates on rural market more then urban market., 37 Graph 3.15 Company provides better services than other company., 38 Graph 3.16 Monarch company has highest market share in south India, 39. Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water, 40 Graph 3.18 using the pipe for the purpose of, 41 Graph 3.19 the supply centre with in 5 Km, 42 Graph 3.20 good word of mouth is more important for company, 43 Graph 3.21 company expect to create good word of mouth, 44 Graph 3.22 Monarch pipes prices are low., 45 Graph 3.23 the company to produce other agricultural products., 46 Graph 3.24 the credit facility should be at least., 47 Graph 3.25 the Monarch pipe market will spread all over India., 48

1.1 INDUSTRY PROFILE Plastics have become synonymous with modern living. The industry has achieve in terms of supply of raw materials, expansion and diversification of processing capacities and manufacturing of processing machinery. At present 80 % of total requirement and almost all types of plastic machines required for the industry and indigenously available. Today India exports plastic products to as many as 80 countries all over the world. The exports, which were stagnant at around rest. 60-70 cores per annum Export of plastics good

Plastics have excellent potentialities. Our country is equipped with all kind of processing machinery and skilled labor and undoable, and extra to boost export, finished plastics products will yield rich divided. Today India exports plastic products to as many as 80 countries all over the world. The exports, which were stagnant at around rest. 60-70 cores per annum double to 129 craters. The Plastic industry has taken up the challenge of achieving an export target of Rs. 17 cores. Major export markets for plastic products and linoleum are Australia, Bangladesh, Canada, Egypt, Hong Kong, Italy, Kuwait, Federal Republic of Germany, Sri Lanka, Sweden, Taiwan, U.K., U.S.A., and Russia. With view to boosting the export, the plastics and linoleum’s export promotion council has urged the government to reduce import duty of plastic raw material, supply indigenous raw materials at international prices, fix duty, draw backs on weighted average basis and charge freight rate on plastic products on weights basis instead of volume basis. Prospects The Production of various plastics a raw materials in the country is expected to double by the end of seventh plan, the consumption of commodity plastics including LDPE, HDPE, PP, PS AND PVC is immense scope for the use of plastics in agriculture, electronics, automobile, telecommunications and irrigation and thus, the plastic industry is on the threshold of an explosive growth. Role of Plastics in the national economy Plastics are got perceived as just simple colorful household products in the mind so common person. A dominant part of the plastics of the percent and future find their utilization in the areas. •

Agriculture, forestry and water-management.

•

Automobile and transportation

•

Electronics and telecommunications buildings, construction and.

•

Food processing and packaging

•

Power and gas distributor.

Importance of pipes industry

We shall look at the basic data about plastics and particularly those properties, which are so, fuse in practical working with plastics. Plastics are man-made materials. The oldest raw material for producing plastics is carbonaceous material obtained from coal tar (benzene, phenol). Today the majority of raw materials are obtained from petrol chemical source and they can be economically produced in large quantities. Plastics have changed our world and day-by-day they are becoming important. They own their success to whole series of advantage, which they have over conventional materials such as: •

Lightweight

•

Excellent mould ability

•

Attractive colors

•

Low energy requirements for convention

•

Low labor and cost of manufacture

•

Low maintenance & High strength weight ratio

1.2 COMPANY PROFILE Rayalaseema is economically backward area in Andhra Pradesh, was rarefied region for industries. A dynamic entrepreneur Sri S.P.Y. Reddy who is basically a mechanical engineer started a unit at Nandyal, which manufactures black pipes in 1977. The determination and hard work of Sri S.P.Y Reddy helped him to overcome the problems faced by the company in the initial years, and with financial assistance from local commercial banks. The company could overcome the problems of the merger and is running smoothly. Anantha P.V.C pipe Pvt Ltd., was incorporated in the year Feb 2002. The factory is situated at NH-7, Hampapuram village, Rapthadu mandal and Anantapur district. Anantha pvc Pipes Private Limited is the manufacturing of the largest and most comprehensive range of PVC pipes in India. Its annual production capacity is 18,000 Mts. And it is one of the leading manufacturers of PVC pipes in south India. Pipes are sold under brand names of MONARCH, KOHINOOR, and KRISHNA Later the company started manufacturing of Pvc Pipes, which terminated the manufacturing of black pipes. This resulted in the formation of a pvt. Ltd. company called ‘ANANTHA PVC PIPES PVT LTD.” With Sri S.P.Y Reddy as the managing director. The only major competitors to the company are sudhakar pipes, Maharaja Pipes. The only backdrop to it is the competition from local brands. As the majority of customers belong to farmers, they consider than quality. The company has to make aware of the company’s quality standards to them. SIZES Various sizes ranging from ½ to 10 offered to customers. Even pipes with different gauges and sizes are manufactured to suit specific conditions. PACKING Packing plays less important role into the products like PVC pipes because the hallow space inside can be utilized. For the purpose of cubic space utilization in trucks while transport, Organization is adopting the technique like pipes in pipes. PAYMENT PERIOD

For Anantha brand the company adopts zero credit policy and goods are not delivered unless cash remittances are made. For Anantha and sagar brands credit is entitled up to a week. The difference between these brands is due to brand image. COVERAGE At present Andhrapradesh, parts of southern states of Karnataka, Tamilnadu and kerela are ambit of Anantha PVC pipes pvt ltd. The company extended their sales in the below regions as shown below. 1979

-

Nandyal region (polyphone pipes)

1984-85

-

Rayalaseema region (PVC pipes)

1985-86

-

Telangana region

1986-87

-

Karnataka and Andhrapradesh

1988-94

-

Tamilnadu and Karnataka

1991-94

-

Kerela

TRANSPORTATION The transportation department of Anantha PVC pipes pvt ltd. is very admirable. This unique strength of the organization enables the dealers to reduce inventory levels to the minimum. Thus dealers are also supplemented with dealers to reduce inventory levels to the minimum. Thus dealers are also supplemented with the benefit of the lower tied-up capital in the form of inventory. THE INFORMATION ABOUT THE COMPANY The company is equipped with sophisticated laboratory to carry all tests to ascertain out going quality level of the pipes. A Nandhi pipe has got I.S.I trademark, which speaks for itself for the quality of the pipes. Numbers of statistical quality control techniques are applied to sustain the quality level of the product. Managers at the company are dynamic and are well educated. Supervisory staff or intermediate managerial staffs are able in talking their area are not highly educated. Most of the employees are skilled is uniqueness of workers in Anantha PVC pipes pvt ltd. There is non-indulgence in trade union activities.

As the company is located in industrial estate of Nandyal, it is facilitated with good communication networks, which includes telex, fax machine, and Internet. Company has also got the support of electronic data processing. The company’s major strength is considered to be transportation vehicles; a unique cash outflow justifies itself by providing good reputation of the company through improved customer service.

FINANCIAL DEPARTMENT Through initially the company approached the external sources for financial aid, now the financial status of the company is the very sound and is being run only with self-finance excepting for loans taken for hypothecation of machinery and stock from SBI Nandyal. The company follows cash and carry policy for Nandhi brand. The product is not delivered until the cash is paid and financial department with the help of marketing department looks after these transactions. MARKETING DEPARTMENT Marketing manager who reports to executive director, an assistant marketing manager who reports and 20 salesmen headed by 30 sales representatives who are headed by assistant marketing manager heads the marketing department. Marketing mix and advertising particulars of Anantha PVC pipes pvt Ltd. shows the department’s effective management of the marketing department in the Organization. PERSONAL DEPARTMENT The personal department consists the details of the executives and workers of the organization. The organization is formed with Sri S.P.Y Reddy as the Managing director and executive director who reports managing director. Two marketing managers, financial manager, public relations officer and quality control officer who all reports to executive director. Other than executives there are thousand works in the organization. Panel consisting of managing director, executive director and managers of concerned departments makes the recruitment and selections of persons. Apart from the attractive salaries company provides health card facilities. PURCHASING DEPARTMENT The perplexing situation i.e. conformed by the manufacturers of the PVC pipes is scarcity of resin. Though the govt of India has taken various steps to improve supply conditions of PVC resin; the Indian manufacturers could meet only 50 percent of demand and remaining 50 percent is met from imports. The major petrochemical companies are •

Sri ram vinyl ltd.,

•

Chem.-plats ltd.,

•

Reliance petrochemical ltd.

•

National organic chemical industries ltd.

•

Indian petrochemical industries ltd.

Process The main raw materials are HDPE granules, pp granules. The manufacturings for pipes consist of mixing various resins along with coloring materials in a mixture and the prepared material is fed to the extruder. In the extruder, the materials is heated to the required politicizing temperature [1900 Centigrade to 2300 Centigrade] the extruded through the die hard to form the pipe. The hot pipe coming out of the extruder is cooled in a water bath to retain the final shape. The pipe coming out of the extruder is guided through the water bath suitable traction system. The temperature of the water is maintained by circulating through the cooling toward and with the help of a chilling plant. The required length of the pipe is cut with a planetary saw. The cut lengths are titled by titling units and get corrected in the pipe rack attached to the tilting frames. Later they are stocked separately. The company has entered into a technical has it is own processing technology. APPLICATIONS OF UPVC PIPES 1. Agriculture and irrigation schemes. 2. Rural & urban water supplies scheme. 3. Tube well casing. 4. Gas and oil supply lines. 5. Industrial effluent disposal. 6. Sewerage and drainage scheme. 7. Air-condition ducting. 8. Building installations. 9. Industrial ducting. GROWTH Anantha PVC pipes pvt. Ltd. is commission with the objectives of catering to the agriculture needs of the region. In earlier days tool used for water flow were every ineffective with high percentage of seepage losses. To counter this has been of Anantha PVC pipes Pvt. Ltd. the manor irritants in agriculture practices like lack of rain fall, ground water licking.

Water transport with in the fields has provided magnificent thrust to PVC pipes market. These factors helped Anantha PVC pipes Pvt.Ltd. to record an excellent growth of sales. Well-equipped laboratory and quality office looks after the quality. The department people always striving to the quality. The companies not only improving the brand name but also it are undertaking the competitor brands. In 1977 the company takeover the sager brand. The manufacturing plant of sager brand was at medak district. The Anantha PVC Pipes Company not stopped with that victory; the company takes over another main competitor’s brand Anantha in 1999, the manufacturing plant of Anantha plant lies at Anantapur district. The threats of the old companies are turned to the opportunities to the company by its excellent management. After the change of management the brand image of these brands are improved. At present Anantha PVC pipes Pvt. Ltd. stands at market leader position. The 7s McKinney Model The 7s Models provide an effective framework for analyzing the organization and its activities. In a marketing-led company they can be used to explore the extent to which the company is working coherently towards a distinctive and motivating place in the mind of consumer. STRATEGY Strategy defines key actions and capability along the major dimensions of marketing product and service development, sales and channel distribution, business systems and processes, and management of alliances and partnership. Anantha follows a clear strategy. The core mission and individual cornerstones of this strategy are closely matched to an exciting growth market. Anantha is a local company with a multiple brand and a clear mission-to create new values in quality for the customers, employees and shareholders. Anantha strategy and business model make it ideally positioned to develop with in the PVC pipes market, meeting the customers needs with improved quality that bring together the best of Anantha people, processes and core capabilities. SYSTEM

System refers to all processes and information flows that link the organization together. It is the formal and informal procedures that support the strategy structure. It includes management information systems, and capital allocation systems that govern day-to-day activities The company’s head office is in Hyderabad spans three floors of high-tech network and is the operating center for network. All of Anantha offices and warehouses across the state have been internally connected through a LAN, WAN connectivity infrastructure is a combination of lease lines ISDN’s and wireless. The Anantha is being used to drive critical business application such as local; day to day freight related application as well as for E-mail Communications. Anantha network hardware equipment is standardized on Dell servers and laptops. Across state, the company has about 10 servers and about 200 Compaq’s brand P3 and p4 PC’s. Windows NT is the standard OS for all the above but the company also has windows 2000 and windows XP based servers and clients now. Anantha has invested in a 256 Leased line to its head office, which houses the servers with all their global applications. This link allows these applications to be offered to Anantha local customers effectively and efficiently. At present Anantha’s Network has a star topology. Anantha has adopted wireless platform because it supports a range of activities including Anantha’s stock forwarding, financial accounting, and billing, MIS. STYLE Style refers to management style: more matter of what managers do than what they say, how do a company’s managers spend their time? What are they focusing attention on? Symbolism – the creation and maintenance (or sometimes deconstruction) Of meaning is a fundamental responsibility of managers. It refers to the leadership approach of top management and the organization overall operating approach; also the way in which the organizations employees present themselves to the outside world, to suppliers and customers. Anantha follows a participative management system. Anantha management conducts a general meeting every month in which the representatives of all levels of management are participating. Anantha insists on a policy of equal opportunity, by selecting, developing

and retaining employees on the basis of ability and qualifications for the work to be performed. This is done without discrimination or prejudice under any circumstances. Anantha encourages the involvement of employees in the planning and direction of their work. SKILLS Skills refers to what company does best; the distinctive capabilities and competencies that reside in the organization or the dominant attributes or capabilities that exist in the organization. The lower level management of the organization has skills those, which are needed for communication, computer knowledge, and industrial knowledge. The staffs in the middle level management possess technical skills relating to machinery control, pipe technology and production regulation. Those in the warehouse possess inventory management skills. Apart from this non-technical skill like human resource management is also present. The top-level management possesses skills that uphold and develop brand image. Possess the skills to achieve the company’s overall commitment of customers and the company budget. SHARED VALUES Shared value is also known as super-ordinate goals. They are the guiding concepts, fundamental ideas around which a business is built simple,usually at abstract level, have great meaning inside the organization even though outsiders may not see or understand them. Mission statement The mission statement of Anantha is as follows. •

To be the preferred supply chin partner to out customers.

•

To be the recognized as the best in the world at what we do.

•

To create new values in the quality for our customers, employees and shareholders.

Vision statement The vision statement of Anantha is as follows “Creating new values in quality by working together for you”

STAFF The people / human Resource management – processes used to develop managers, socialization process, ways of shaping basic values of management cadre, ways of introducing young recruits to the company, ways of helping to manage the careers of the employees. Anantha staff consists of skilled employees the human resources dept provides training to all the employees. The recruitment process is needed based and activity based recruitment. The company selects only those candidates who have a formal degree with respect to engineering or quality management or persons who have experience in those fields. The employee’s presently in the organization have promotion based on their performance. Selection process Once the assessment of the application is done the applicant will be advised whether he / she have been selected for a round interview. This will take the form of a telephone interview. If his /her interview is a success he /she will be invited to attend one of Anantha assessment centers where their will be further interviews together which individual and group exercises there will be also be an opportunity to find out more about the company and to meet managers and recent graduates. EMERGENCE OF PVC CONCEPTS AND ITS SOCIALIZATION Growing domestic agricultural and industrial requirements of the modern world ware in quest for the new substance, which could serve the need and wants of the today’s man. Although metals wore meeting major chunk of the fabrication demands of the modern world, formability and weight constant were real impediments. In light of this situation, the substance called plastics, which has got all desired characteristics the modern man, was discovered. This carbonaceous with excellent physical stability could replace most of the earlier used metals, wood etc., Although acceptance and socialization of this new innovation was slow it had shown encroachment into the life’s of the today’s man. Now plastics are omnipresent and

serving numerous fields. Heavily modernized communication sector, fiber equipment are only few applications in multi various uses of the plastics. PVC PIPES AND ITS ECONOMIC ROLE Cheap occupation in India is agriculture. For the developing countries like, India modernization of the agriculture practices assumes pivotal places in improving the economic status and the process of modernization. Includes usage of high productive. Plastics supplement to greater extent manufacturing of tools required for new agricultural practices. The usage of polyvinyl chloride pipes in agricultural fields; lessen water seepage, which was predominant in earlier practices, with services of P.V.C pipes, water can be transported efficiently with lesser, from the place of higher water potential to the place of lower water potential. Presently the revolutionary tried in water management speaks much about drip irrigation, which is developed in Israel and is practiced by all agricultural based nations in the world. Drip irrigation greatly used P.V.C pipes as core tools of implementation with the services of this sort, P.V.C pipes one way or the other strengthening the hands of country’s economy. A part with the refereed P.V.C pipes supplemented with fitting is used in houses for electrical connection and other domestic purposes. A part from these two applications it has got wide applications even in industrial sectors, P.V.C pipes with much unique heart, chemical and physical characteristics serve many industrial purposes. Even the characteristics of weight and low price attract many more applications. Rigid PVC PIPES have been manufactured in India from the sixties on imported extrusion lines and there after indigenous plan were few pipes manufactures up to 1978-79 and large production capacity was created during 1979-83. When many extrusion lines were imported from batten Field, Cincinnati, kraaus-maffi etc. the government allowed the imports of sophisticated and high output plants, which were not available indigenously.

It is essential for the company to carryout continuous research and development to up date technology, for higher output, loss energy cost per kg of output, quality of products etc. TECHNICAL DETAILS ABOUT PVC PIPES: Ingredients •

PVC region

•

D.B.L.S

•

T.B.L.S

•

L.S

•

C.S

•

STEARIC ACID

•

HYDROCARBON

•

CALCIUM CARBONAT

•

TITANICDIOXIDE

MANUFACTURING PROCESS Hot forward extrusion is employed for the manufacturing of PVC pipes resin with weighted. Amounts of other ingredients, which are carried to the hot chambers.

The high

temperature of hot chamber melts ingredients and content of the given forward transit to get allow pipes of required dimension. As the pipes come out the heat chamber, cool the pipe immediately. Pipes of desired length are cut with the aid of stop and power hacksaw. Production is made in various sizes ranging from ½ to 10’’ according to usage. REINFORCED PLASTICS Although plastics have high strength to weight ratio, they are not as strong as metals and deform permanently under load. It cannot be placed under extremely high or low temperature like metals and other materials. Modern invention of glass or carbon black as reinforcing fillers have a way for making high strength bearing plastics and they are at a times replace steel. ALLOYS

Physical mixture of two or more polymer is termed as alloys. Physical blending of two polymers is needed because every polymer has certain set of good properties. Design of special products that should have specific set of properties may not be obtained if it is made only from one polymer by blending two polymers we can get the required combination of properties. For example polystyrene is highly amorphous and rigid but has low impact strength. If it is blended with rubbery material, product will be of high strength, rigid. Thus by alloying a wide range of products can be made. Although alloys are physical mixtures of polymers, hydrogen bonds are formed between some special ionic groups with hydrogen atom of the carbon chain. Such abound is very useful in alloy formation because it impacts processing flexibility with and use of cross-linked products.

1.3 INTRODUCTION TO THE TOPIC Satisfaction is consumer’s fulfillment response. It is a judgment that a product or a service feature or the product or service itself provides pleasurable level of consumption related fulfillment. Customer’s satisfaction influenced by specific product are service features and by perceptions of quality. It is also influenced by specific service attributions, and their perceptions MARKETING ORGANIZATION CEO

MANAGING DIRECTOR

TRANSFER MANAGER WORK MANAGER

EXECUTIVE MANAGER

SALE & SERVICE MANAGER

Customer Satisfaction is the pillar of the marketing concept. Satisfaction is consumer’s fulfillment response. It is a judgment that a product or a service feature or the product or service itself provides pleasurable level of consumption related fulfillment. Customer’s satisfaction influenced by specific product are service features and by perceptions of quality. It is also influenced by specific service attributions, and their perceptions The telling factor in the company’s long run fortunes will be the amount of customer satisfaction that it managers to generate. But it doesn’t not mean the company’s sole aim is to maximize Customer Satisfaction. If that where the case, it should simply put out the best product and service in the world and price is below cost. There by it would be creating substantial customer satisfaction. But in the long run it would be also be out of business. Customer Satisfaction like happiness bet achieved by rendering substantial forma of assistance to others rather than by direct pursuit.

Companies that move towards adopting the market concept benefit themselves and The society. It leads the society’s recourse to move in the direction of social needs, there by bringing the interests of business firms and the interest of society in to harmonious relationship. Thus the third pillory of the marketing concept aims to achieve good profits by giving the customer genuine values in the satisfaction. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfying customers. (It may help the reader to notice the role of customer satisfaction in the overall context of product or service development and management. Measuring customer satisfaction Organizations are increasingly interested in retaining existing customers while targeting non-customers;[2] measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brooder between 1990 and 1998[3] defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in

2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Interdepartmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey

[4]

with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured.

Customer Loyalty "It takes a lot less money to increase your retention of current customers than to find new ones-but I know I don't give it as much effort as I should because it does take a lot of energy and effort!" Strategize And Plan For Loyalty! •

Do you even have a specific plan for building customer loyalty?

•

I bet you haven't given it as much thought as you should- because to tell the truth I need to give it more effort also.

•

If you currently retain 70 percent of your customers and you start a program to improve that to 80 percent, you'll add an additional 10 percent to your growth rate.

•

Particularly because of the high cost of landing new customers versus the high profitability of a loyal customer base, you might want to reflect upon your current business strategy.

These four factors will greatly affect your ability to build a loyal customer base: 1. Products that are highly differentiated from those of the competition. 2. Higher-end products where price is not the primary buying factor. 3. Products with a high service component. 4. Multiple products for the same customer. Market to Your Own Customers! Giving a lot of thought to your marketing programs aimed at current customers is one aspect of building customer loyalty. When you buy a new car, many dealers will within minutes try to sell you an extended warranty, an alarm system, and maybe rust proofing. It's often a very easy sale and costs the dealer almost nothing to make. Are there additional products or services you can sell your customers. Three years ago my house was painted, and it's now due for another coat. Why hasn't the painter called or at least sent a card? It would be a lot less expensive than getting new customers through his newspaper ad, and since I was happy with his work I won't get four competing bids this time. Keep all the information you can on your customers and don't hesitate to ask for the next sale.

Use Complaints To Build Business! When customers aren't happy with your business they usually won't complain to you instead, they'll probably complain to just about everyone else they know - and take their business to your competition next time. That's why an increasing number of businesses are making follow-up calls or mailing satisfaction questionnaires after the sale is made. They find that if they promptly follow up and resolve a customer's complaint, the customer might be even more likely to do business than the average customer who didn't have a complaint. In many business situations, the customer will have many more interactions after the sale with technical, service, or customer support people than they did with the sales people. So if you're serious about retaining customers or getting referrals, these interactions are the ones that are really going to matter. They really should be handled with the same attention and focus that sales calls get because in a way they are sales calls for repeat business. Reach Out To Your Customers! Contact . . . contact . . . contact with current customers is a good way to build their loyalty. The more the customer sees someone from your firm, the more likely you'll get the next order. Send Christmas cards, see them at trade shows, stop by to make sure everything's okay. Send a simple newsletter to your customers-tell them about the great things that are happening at your firm and include some useful information for them. Send them copies of any media clippings about your firm. Invite them to free seminars. The more they know about you, the more they see you as someone out to help them, the more they know about your accomplishments-the more loyal a customer they will be. Loyal Customers and Loyal Workforces Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given these days. It is especially important for you to retain those employees who interact with customers such as sales people, technical support, and customer-service people. Many companies give a lot of attention to retaining sales people but little to support people. I've been fortunate to have the same great people in customer service for years-

and the compliments from customers make it clear that they really appreciate specific people in our service function. The increasing trend today is to send customer-service and technical-support calls into queue for the next available person. This builds no personal loyalty and probably less loyalty for the firm. Before you go this route, be sure this is what your customers prefer. Otherwise I'd assign a specific support person to every significant customer. “MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TO PROFITABLE OPPORTUNITIES”. Definition of marketing as follows “Marketing is a social managerial process by which individuals and group obtain what the need and want through creating. Offering and exchanging products of value with others”. This definition of marketing rests on the following core concepts needs, wants and elements, products (goods, services and ideas); value cost and satisfaction exchange and transactions, relationships and networks, markets and marketers and prospects. THE MAKETING CONCEPT “ The marketing concept hold that key to achieving organizations goals consists of being more effective than competitor in integrating more effective then competitive in integrating marketing activities towards determining and satisfying the needs and wants of target markets”.

2.1 STATEMENT OF PROBLEM The objective of every company would be ensuring customer satisfaction for the customer satisfaction would create loyal customers. Measuring customer satisfaction is always a challenge, as customer either would not disclose or sometimes do not assess their satisfaction level clearly. Many times the customer can not specify the reasons for his satisfaction. 2.2 NEED FOR THE STUDY ANATHA P.V.C PIPES believes in satisfactory delivery of service quality to the customer, but due to unknown reasons that the customer satisfaction analyzed by the company is not up to the make. The company intends to find out the causes and remedies for the low customer satisfaction. 2.3 OBJECTIVES OF THE STUDY The following are the objectives of the study to solve the problem. They are: •

To know the customer satisfaction regarding Anantha PVC pipes.

•

To identify customer interest in buying pipes.

•

To find service rendered by the company.

•

To know price impact on product purchase.

•

To find word of mouth impact on product purchase.

2.4 HYPOTHESIS •

The purpose of usage influence customer satisfaction.

•

Rural/Urban market influence customer satisfaction.

2.5 SOURCE OF DATA Primary Data The Primary Data is collected through questionnaire survey to customers. Secondary Data

Information is gathered from company profile, website and book Consumer Behaviour author by Loudon and Della Betta 2.6 SCOPE OF THE STUDY The scope of the study is to find out the customer satisfaction with reference to pipes. The study covers the different aspects of customer satisfaction. This has been conducted in Anantapur Zone. Data have been collected from customer by a personal interview. The researcher took 3 weeks to study the entire customers’ perception. 2.7 QUESTIONNAIRE DESIGN Questionnaire Design is prepared on the basis of the following parameters. •

Customers satisfaction

•

Customer Awareness QUESTIONNAIRE ADMINISTRATION Information is gather through questionnaires from customers of Anantapur Zone.

2.8 SAMPLING Population

=

5000

Sample size

=

100

Sample unit =

Customers of Anantha PVC Pipes

2.9 STATISTICAL TOOLS For data analysis statistical tools used are simple percentage and chi- square test. 2.10 LIMITATION OF THE STUDY: 1. The study confined to the Anantapur Zone. 2. The time spent was limited due to which the exhaustive study could not be conducted.

3. Quality of information is based on the degree of brand awareness among customer

TABLES AND GRAPHS 3.1 Brand aware mostly preferred by consumers Inference From the table it is inferred that monarch first rank, nandi second rank, third rank is star, fourth is vasavi, fifth is vijaya and sixth rank is nalanda for dimension “Mostly preferred by consumers”.

monarch vasavi vijaya nalanda star nandi

P1 58 3 2 2 3 31

P2 9 30 3 24 33

P3 26 4 8 27 29

P4 7 36 21 2 30 -

P5 23 60 13 6 3

P6 4 6 83 10 4

Table 3.1(a): showing the respondents rating for quantities of Brand aware mostly preferred by consumers For the table weighted arithmetic mean method has been followed under - Score method points. For each and every priority points are allotted. Score =No .of respondents *points Total score monarch = (58*6)+(9*5)+ (26*4)+(7*3) =518 Total score vasavi=(2*6)+(30*5)+(4*4)+(36*3)+(23*2)+(4*1) =354 Total score viyaya = (2*6) + (3*5)+(8*4)+(21*3)+(60*2)+(6*1) =248 Total score nalanda =(2*6)+0+0+(2*3)+(13*2)+(83*1)=127 Total score star

=(3*6)+(24*5)+(27*4)+(30*3)+(6*2)+(10*1)=358

Total score nandi=(31*6)+(3*5)+(22*4)+(7*3)+(3*2)+(4*1)=470

Weight = Total score/No. of Respondents

Name monarch vasavi vijaya nalanda star nandi

Total score 518 354 248 127 358 470

Weight 5.18 3.54 2.48 1.27 3.58 4.70

Rank 1 4 5 6 3 2

Table : 3.1(b) showing respondent’s priority on monarch, vasavi, vijaya, nailnda, star and nandi.

3.2 Aware of Monarch pipes company. Inference From the table it is inferred that out of 100 respondents, 100 % have aware the Monarch pipes company.

Decision

Responses

Percentages

Yes

100

100%

No

0

0%

Total

100

100%

Table 3.2 Aware of Monarch pipes company

0%

Yes No

100%

Graph 3.2 Aware of Monarch pipes company

3.3 Know about the brand Monarch Pipes Inference From the table it is inferred that out of 100 respondents, 4% customers are known about The Monarch Pipes through print media, 2% customers are known about the monarch pipes through television 64% through friends and 30% through dealers.

Decision

Responses

Percentages

Print media

4

4%

Television

2

2%

Friends & Rel

64

64%

Dealers

30

30%

Total

100

100%

Table 3.3 Know about the brand Monarch Pipes

4% 2% 30% Print media Television Friends & Rel Dealers 64%

Graph 3.3 Know about the brand Monarch Pipes

3.4 Which company products do proper to use Inference From the table it is inferred that nandi first rank, vijaya second rank, third rank is monarch , fourth is star,fifth is vasavi and sixth rank is nalanda for dimension “Mostly preferred by consumers”. Monarch vasavi vijaya nalanda star nandi

P1 19 2 30 2 32

P2 9 7 24 26 6

P3 22 33 4 15 6 50

P4 9 5 10 9 36 9

P5 33 18 30 16 -

P6 8 35 2 76 14 3

Table 3.4(a) Which company products do proper to use For the table weighted arithmetic mean method has been followed under - Score method points. For each and every priority points are allotted. Score =No .of respondents *points

Total score monarch = (19*6)+(9*5)+ (22*4)+(9*3) +(33*2)+(8*1)=357 Total score vasavi=(2*6)+(7*5)+(33*4)+(5*3)+(18*2)+(35*1) =265 Total score vijaya = (30*6) + (24*5)+(4*4)+(10*3)+(30*2)+(2*1) =408 Total score nalanda =0+0(15*4)+(9*3)+0+(76*1)=163 Total score star

=(2*6)+(26*5)+(6*4)+(36*3)+(16*2)+(14*1)=320

Total score nandi=(32*6)+(6*5)+(50*4)+(9*3)+0+(3*1)=452

Weight = Total score/No. of Respondents

Name monarch vasavi vijaya nalanda star nandi

Total score 357 265 408 163 320 452

Weight 3.57 2.65 4.08 1.63 3.2 4.52

Rank 3 5 2 6 4 1

Table 3.4(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star and nandi

3.5 Monarch is the best company in A.P. Inference From the table it is inferred that out of 100 respondents, 39 % customers have strongly agreed that the monarch pipe company is best company in a AP while 33 % have agreed, 28% of disagreed.

Decision

Responses

Percentages

S.Agree

39

39%

Agree

33

33%

Not decide

0

0%

Disagree

28

28%

S.disagree

0

0%

Total

100

100%

Table 3.5 Monarch is the best company in A.P.

0% 28% 39% 0%

S.Agree Agree Not decide Disagree S.disagree

33% Graph 3.5 Monarch is the best company in A.P.

3.6 Inspired to buy the Monarch pipes by. Inference From the table it is inferred that out of 100 respondents, 29% customers have inspired to buy the Monarch pipes through friends, 39% have relatives, 8% have neighbors and 24% have advertisements.

Decision Friends Relatives Neighbors Advertisements Total

Responses 29 39 8 24 100

Percentages 29% 39% 8% 24% 100%

Table 3.6 Inspired to buy the Monarch pipes by.

24%

29% Friends Relatives Neighbors

8%

Advretisements

39%

Graph 3.6 Inspired to buy the Monarch pipes by.

3.7 Regular customer to Monarch Company or dealers. Inference From the table it is inferred that out of 100 respondents, 50 % of the people are regular customers and 50% people are not regular customers to the monarch pipes.

Decision

Responses

Percentages

Yes

50

50%

No

50

50%

Total

100

100%

Table 3.7 Regular customers to Monarch Company or dealers.

50%

50%

Yes No

Graph 3.7 Regular customers to Monarch Company or dealers.

3.8 Interested to buy the pipes from. Inference From the table it is inferred that out of 100 respondents, 10% customers are interested to buy the pipes directly from company while 47% through dealers, 3 % through brokers, 2% through friends and 38% through showroom.

Decision Company Dealers Brokers Friends Show room Total

Responses 10 47 3 2 38 100

Percentages 10% 47% 3% 2% 38% 100%

Table 3.8 Interested to buy the pipes from.

10%

Cmpany

38%

Dealers Brokers Friends 47% 2% 3%

Graph 3.8 Interested to buy the pipes from.

Show room

3.9 Monarch Company mainly concentrates on agricultural sector. Inference From the table it is inferred that out of 100 respondents, 2% have strongly agreed that the monarch pipes company mainly concentrates on agricultural sector, while 44% have agreed and 54% have not decided.

Decision S.Agree Agree Not decide Disagree S.disagree Total

Responses 2 44 54 0 0 100

Percentages 2% 44% 54% 0% 0% 100%

Table 3.9 Monarch Company mainly concentrates on agricultural sector.

0% 2%

S.Agree 44% 54%

Agree Not decide Disaree S.disagree

Graph 3.9 Monarch Company mainly concentrates on agricultural sector.

3.10 Expect from pipes company P1 Quality 96 Weightless Length 5 Colour 7

P2 3 40 55 -

P3 1 48 46 13

P4 12 4 80

Table 3.10(a) Expect from pipes company For the table weighted arithmetic mean method has been followed under - Score method points. For each and every priority points are allotted. Score =No .of respondents *points

Total score quality = (96*4)+(3*3) +(1*2)+0=395 Total score weightless=0+(40*3)+(48*2)+(12*1) =228 Total score length= (5*4)+(55*3)+(36*2)+(4*1) =261 Total score colour =(7*4)+0+(13*2)(80*1)=134

Weight = Total score/No. of Respondents

Total score

Weight

Rank

Quality

395

3.95

1

Weightless

228

2.28

3

Length

261

2.61

2

Colour

134

1.34

4

Table : 3.10(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star and nandi From the table it is inferred that quality first rank, length second rank, third rank is weightless, fourth is colour, for dimension “Mostly preferred by consumers”.

3.11 The customers of the Monarch Company. Inference From the table it is inferred that out of 100 respondents, the customers of the Monarch company 68% customers have yes and 32% have no.

Decision

Responses

Percentages

Yes

68

68%

No

32

32%

Total

100

100%

Table 3.11 The customers of the Monarch company.

32% Yes No 68%

Graph 3.11 the customers of the Monarch Company.

3.12 The customer of the Monarch Company since. Inference From the table it is inferred that out of 100 respondents, The customer of the Monarch company since.61 % are customers of monarch pipes company less than 6 month while 32% are since 6- 12 months , 3% 1to 2 years and 4% are since more than 2 years.

Decision

Responses

Percentages

Less then 6 Ms

61

61%

6 to 12 Ms

32

32%

1 to 2 Years

3

3%

More then 2 Ys

4

4%

Total

100

100%

Table 3.12 The customer of the Monarch company since.

3% 4%

Less then 6 Ms 32%

6 to 12 Ms 1 to 2 Years 61%

More then 2 Ys

Graph 3.12 the customer of the Monarch Company since.

3.13 Share information with friends and relatives. Inference: From the table it is inferred that out of 100 respondents, share information with friends and relatives 38% customers have strongly agreed that they share the information with the friends and relation while 61% have agreed and 1% have strongly disagreed.

Decision S.Agree Agree Disagree S.disagree Total

Responses 38 61 0 1 100

Percentages 38% 61% 0% 1% 100%

Table 3.13 Share information with friends and relatives

1% 0%

38%

S.Agree Agree Disaree

61%

S.disagree

Graph 3.13 Share information with friends and relatives.

3.14 Company concentrates on rural market more then urban market. Inference: From the table it is inferred that out of 100 respondents, Company concentrates on rural market more then urban market 27% customers have strongly agreed that the company concentrates on the rural market more than urban market while 43% customers have agreed 26 % have disagreed and 4% have strongly disagreed.

Decision S.Agree Agree Disagree S.disagree Total

Responses 27 43 26 4 100

Percentages 27% 43% 26% 4% 100%

Table 3.14 Company concentrates on rural market more then urban market.

4% 27% 26% S.Agree Agree Disaree S.disagree

43%

Graph 3.14 Company concentrates on rural market more then urban market.

3.15 Company provides better services than other company. Inference From the table it is inferred that out of 100 respondents, Company provides better services than other company. 38% customers have strongly agreed while 60% customers have agreed and 2 % have disagreed.

Decision S.Agree Agree Disagree S.disagree Total

Responses 38 60 2 0 100

Percentages 38% 60% 2% 0% 100%

Table 3.15 Company provides better services than other company.

2%

0%

38%

S.Agree Agree Disaree

60%

S.disagree

Graph 3.15 Company provides better services than other company.

3.16 Monarch company has highest market share in south India. Inference From the table it is inferred that out of 100 respondents, 10 % have strongly agreed that monarch pipes has highest market share in south India while 62% have agreed and 28 % have not decided.

Decision S.Agree Agree Not decide Disagree S.disagree Total

Responses 10 62 28 0 0 100

Percentages 10% 62% 28% 0% 0% 100%

Table 3.16 Monarch company has highest market share in south India.

0% 10% 28% S.Agree Agree Not decide Disagree S.disagree 62%

Graph 3.16 Monarch company has highest market share in south India.

3.17 Monarch pipe uses chemicals in it problem which will effect drinking water. Inference From the table it is inferred that out of 100 respondents, 3 % customers have strongly agreed that the monarch pipes uses chemicals that will affect drinking water 63 % have agreed 6 % have not decided 3% have disagreed and 25 %have strongly disagreed.

Decision S.Agree Agree Not decide Disagree S.disagree Total

Responses 3 63 6 3 25 100

Percentages 3% 63% 6% 3% 25% 100%

Table 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water

3% 25% S.Agree Agree Not decide

3%

Disaree

6%

S.disagree 63%

Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water

3.18 using the pipe for the purpose of Inference From the table it is inferred that out of 100 respondents, using the pipe for the purpose of 1% has drinking water, 69% have water flow and 30% have others.

Decision Drinking water Water flow Power wiring Others Total

Responses 1 69 0 30 100

Percentages 1% 69% 0% 30% 100%

Table 3.18 using the pipe for the purpose of

1% 30% Drinking water Water flow Power wiring Others

0% 69%

Graph 3.18 using the pipe for the purpose of

3.19 The supply centre with in 5 Km. Inference From the table it is inferred that out of 100 respondents, 59 % of the customers said that the supply center is 5 KM away and 41% said that it is beyond 5Km .

Decision Yes No Total

Responses 59 41 100

Percentages 59% 41% 100%

Table 3.19 the supply centre with in 5 Km

41% Yes No 59%

Graph 3.19 the supply centre with in 5 Km

3.20 Good word of mouth is more important for company. Inference From the table it is inferred that out of 100 respondents, good word of mouth is more important for company 37% have strongly agreed and 63% have agreed.

Decision S.Agree Agree Not decide Disagree S.disagree Total

Responses 37 63 0 0 0 100

Percentages 37% 63% 0% 0% 0% 100%

Table 3.20 good word of mouth is more important for company

0%

37%

S.Agree Agree Not decide Disaree

63%

S.disagree

Graph 3.20 good word of mouth is more important for company

3.21 company expect to create good word of mouth Inference From the table it is inferred that out of 100 respondents, the company expect to create good word of mouth 98% have yes and 2% have no. Decision Yes No Total

Responses 98 2 100

Percentages 98% 2% 100%

Table 3.21 company expect to create good word of mouth

2%

Yes No

98%

Graph 3.21 company expect to create good word of mouth

3.22 Monarch pipes prices are low. Inference From the table it is inferred that out of 100 respondents, 36% customers have strongly agreed the Monarch pipes prices are low, 63% have agreed and 1% has not decided. Decision S.Agree Agree Not decide Disagree S.disagree Total

Responses 36 63 1 0 0 100

Percentages 36% 63% 1% 0% 0% 100%

Table 3.22 Monarch pipes prices are low.

0% 1% 0% 36%

63%

Graph 3.22 Monarch pipes prices are low.

S.Agree Agree Not decide Disagree S.disagree

3.23 The company to produce other agricultural products. Inference From the table it is inferred that out of 100 respondents, 96% customers have yes the company to produce other agricultural products and 4% have no. Decision Yes No Total

Responses 96 4 100

Percentages 96% 4% 100%

Table 3.23 the company to produce other agricultural products.

4%

Yes No

96%

Graph 3.23 the company to produce other agricultural products.

3.24 The credit facility should be at least. Inference From the table it is inferred that out of 100 respondents, 4% customers avail a credit facility of a 1 week 54 %, 2 weeks 9 % 1 month and 33 % avail 2 months.

Decision 1 Week 2 Weeks 1 Month 2 Months Total

Responses 4 54 9 33 100

Percentages 4% 54% 9% 33% 100%

Table 3.24 the credit facility should be at least.

4%

33% 1 Week 2 Weeks 1 Month 54%

2 Months

9%

Graph 3.24 the credit facility should be at least.

3.25 The Monarch pipe market will spread all over India. Inference From the table it is inferred that out of 100 respondents, 61% customers have yes the Monarch pipe market will spread all over India and 39% customers have no. Decision Yes No Total

Responses 61 39 100

Percentages 61% 39% 100%

Table 3.25 the Monarch pipe market will spread all over India.

39% Yes No 61%

Graph 3.25 the Monarch pipe market will spread all over India.

4.1 FINDINGS From the survey it is found that every body is aware of Anantha PVC pipes •

60% of the respondents were using pipes for agriculture need and only 26% of the respondents were using for domestic purpose

•

Nearly 60% of the respondents are highly satisfied with the quality of Anantha pipes

•

From the study it is found that when compared to other brands, price of the Anantha pipes is high.

•

65% of the customers are satisfied with the after sales service provided by Anantha pipes.

•

4% customers are known about The Monarch Pipes through print media, 2% customers are known about the monarch pipes through television 64% through friends and 30% through dealers.

•

39 % customers have strongly agreed that the monarch pipe company is best company in a AP while 33% have not decided , 28% of disagreed.

•

50 % of the people are regular customers and 50% people are not regular customers to the monarch pipes.

•

10% customers are interested to buy the pipes directly from company while 47% through dealers, 3 % through brokers, 2% through friends and 38% through show room.

•

2% have strongly agreed that the monarch pipes company mainly concentrates on agricultural sector, while 44% have agreed and 54% have not decided.

•

16 % are customers of monarch Pipes Company less than 6 month while 32% are since 6- 12 months, 3% 1to 2 years and 4% are since more than 2 years.

•

38 % customers have strongly agreed that they share the information with the friends and relation while 61% have agreed and 1% has strongly disagreed.

•

27% customers have strongly agreed that the company concentrates on the rural market more than urban market while 43% customers have agreed 26 % have disagreed and 4% have strongly disagreed.

•

10 % have strongly agreed that monarch pipes has highest market share in south India while 62% have agreed 28 % have not decided.

•

3 % customers have strongly agreed that the monarch pipes uses chemicals that will effect drinking water 63 % have agreed 6 % have not decided, 3% have disagreed and 25 %have strongly disagreed.

•

59 % of the customers said that the supply center is 5 KM away and 41% said that it is beyond 5Km .

•

4 % customers avail a credit facility of a 1 week 54%, 2 weeks 9 % 1 month and 33 % avail 2 months.

•

28% of the customers strongly agreed that the quality of the product is good while 72 % have agreed.

4.2 SUGGESTIONS •

As one of the concerns in customer satisfaction is the price of the product and that the price of anantha pipes is believed to be higher than the competitors, the company may make an attempt to study the price and perceived added value of the product and appropriately modify the prices or may announce certain discounts and allowances to the tune of the difference.

•

Though the customers are aware of the product, they do not perceive that the Monarch pipes is the best company, hence efforts may be taken to include the image projection of the company in all its communications.

•

There appears to be little confusion among the customers that the chemicals used in the pipes might affect the drinking water, hence efforts may be taken to make appropriate changes in the manufacturing process and also in the communications concerning this image.

•

As majority said that the supply centers are beyond 5 KM, the company may take steps to have more supply centers.

•

As per the demand of the customers, the company must give percentage of discount to all the customers.

•

It is suggested to provide some discounts or allowances to the customers those who bought even less than 100 pipes.

ANNEXURE A Study on Marketing (Customer Satisfaction) with regard to Anantha PVC Pipes Pvt, Ltd., S.No. 26, N.H.7, Bangalore Road, Hampapuram, Anantapur Dist, A.P *-*-* Questionnaire for Measuring Customer Satisfaction =============================================================== Name: Age: Qualification: Extant Land: Type of Crop: Average Income: Motor HP: Water Source: Rain/Bore/Well/Tank/Canal =============================================================== 1. What are the brands you are aware mostly a) Monarch

b) Vasavi

c) Vijaya

d) Nalandha

e) Star f)Nandi

[

] 2. Are you aware of Monarch Pipes? a) Yes

b) No

[

] 3. How did you get to know about the brand Monarch Pipes? a) Print media b) television c) friends / relatives

d) dealers

[

] 4. Which company products do you prefer to use? a) Monarch

b) Vasavi

c) Vijaya

d) Nalandha

e) Star f)Nandi

[

e) strongly disagree

[

] 5. Monarch is best company in A.P. a) Strongly agree b) Agree

c) Not decide d) Disagree

] 6. I am inspired to buy the Monarch pipes by a) Friends

b) Relatives

c) Neighbors d) Advertisements

] 7. Are you a regular customer to Monarch Company or Dealers?

[

a) Yes

b) No

[

] 8. You are interested to buy the pipes from a) Company

b) Dealers

c) Brokers

d) Friends

e) Showroom

[

] 9. Monarch company mainly concentrates on agricultural sector a) Strongly agree b) Agree

c) Not decide d) Disagrees e) strongly disagree

[

] 10. What do you expect from a pipe company? a) Quality

b) weightless c) length

d) colour

[

] 11. Are you the customer of the Monarch Company? a) Yes

b) No

[

] 12.I am the customer of the Monarch Company since a) Less than 6 months

b) 6 to 12 Months

c)1 to 2 years

d) More than 2 years

[

] 13.I share the information with my friends and relatives a) Strongly agree

b) Agree

c) Disagree

d) Strongly disagree

[

] 14. Company concentrates on rural market more than urban market a) Strongly agree

b) Agree

c) Disagree

d) Strongly disagree

[

] 15. Monarch Company provides better services than other company a) Strongly agree

b) Agree

c) Disagree

d) Strongly disagree

[

] 16. I think Monarch Company has highest market share in south India a) Strongly agree

b) Agree

d) Disagree

e) Strongly disagree

]

c) Not decide [

17. Do you think Monarch pipe uses chemicals in it problem which will effect drinking water. a) Strongly agree

b) Agree

c) Not decide

d) Disagree

e) Strongly disagree

[

] 18. You are using the pipe for the purpose of a) Drinking water

b) Water flow

c) Power wiring

d) Others

[

] 19. Do you have the supply centre with in 5 Km? a) Yes

b) No

[

] 20. The good word of mouth is more important for company a) Strongly agree

b) Agree

c) Not decide

d) Disagree

e) Strongly disagree

[

] 21. Can the company expect you to create good word of mouth? a) Yes

b) No

[

] 22. I think Monarch pipe prices are low price a) Strongly agree

b) Agree

c) Not decide

d) Disagree

e) Strongly disagree

[

] 23. Do you invite the company to produce other agricultural products? a) Yes

b) No

[

] 24. If agreed the credit facility should be at least to a) 1week

b) 2weeks

c) 1month

d) 2months

e) 2months

[

] 25. Do you expect the Monarch pipe market will spread all over India? a) Yes

b) No ]

[

BIBLIOGRAPHY Books Principles of Marketing

- Philip Kotler / Gary Armstrong

Marketing management

- V.S. Ramaswamy & Namakumari 1998

Research methodology

- C.R.Kothari

Marketing Research

- G. C. Beri

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