project on coirboard

A STUDY ON CUSTOMER SATISFACTION OF COIR PRODUCTS FOR 

COIR BOARD  Project report  report  Submitted in partial fulfillment for the award of the  Degree  Degree of  MASTER OF BUSINESS ADMINISTRATION

From Cochin University of Science And Technology

By

LINESH P RAJ Reg. No: 85290192

Under the guidance of  M.Be!o" J P##$%#& F#$'&(" o) MBA DEPARTMENT OF MANA*EMENT STUDIES

+O++OTHAMAN*ALAM, CHERTHALA

DECLARATION

I, Linesh P R, Register Numer!"#$%&'%$, $&&%!$&'' (tch )th semester *BA student of + - - * College College of .ngineerin .ngineering g (nd Inform(tion Inform(tion Tech Technology nology,, Cherth(l( Cherth(l( herey decl(re decl(re,,

/ro0ect /ro0ect

re/ort entitled, 1A Study 2n Customer S(tisf(ction of Coir Products3 is (n origin(l 4or5 (nd the s(me h(s not een sumitted to (ny (n y other institute for the (4(rd of (ny other degree

Cherth(l( &'!&)!$&''

Linesh P R(0

DECLARATION

I, Linesh P R, Register Numer!"#$%&'%$, $&&%!$&'' (tch )th semester *BA student of + - - * College College of .ngineerin .ngineering g (nd Inform(tion Inform(tion Tech Technology nology,, Cherth(l( Cherth(l( herey decl(re decl(re,,

/ro0ect /ro0ect

re/ort entitled, 1A Study 2n Customer S(tisf(ction of Coir Products3 is (n origin(l 4or5 (nd the s(me h(s not een sumitted to (ny (n y other institute for the (4(rd of (ny other degree

Cherth(l( &'!&)!$&''

Linesh P R(0

AC+NO-LED*EMENT

Any (ttem/t (t (ny level c(nnot e s(tisf(ctorily com/leted 4ithout the su//ort (nd guid(nce of  le(rned /eo/le The (uthor t(5es e6treme /le(sure to e6/ress her dee/ sense of gr(titude to D.M#e/ R P&&#, 7irector of *(n(gement Studies, +-* College of .ngineering (nd Inform(tion Technology for  his ins/iring guid(nce (nd encour(gement throughout the /re/(r(tion (nd com/letion of this  /ro0ect The (uthor8s sincere th(n5s to her /ro0ect guide M.Be!o" J P##$%e&  , 7e/(rtment of *BA, +-* Colleg Collegee of .ngine .ngineeri ering ng (nd Inform Inform(ti (tion on Techno echnology logy for his v(lu(l v(lu(lee guid(n guid(nce ce (nd immense hel/ throughout the /ro0ect 4or5 The (uthor 4ish to e6/ress her dee/ (nd sincere feeling of gr(titude to (ll the f(culties of  7e/(rtment of *BA, +-* College of .ngineering (nd Inform(tion Technology Technology Author t(5es this o//ortunity to th(n5 M. Boo#&#, R97 7e/(rtment, Coir Bo(rd, Cochin for  his v(lu(le suggestion (nd encour(gement throughout the /ro0ect The Author (lso 4(nts to th(n5 M.%'3 *(r5eting ing 7irect 7irector or of this this org(ni org(ni:(t :(tion ion for his su//or su//ortt M.%'3## ## /4#3" &&#, *(r5et reg(rding the /ro0ect th(t led to the successful (ccom/lishment of this /ro0ect The (uthor e6/resses his dee/ (nd sincere th(n5s to (ll the st(ffs of Coir Bo(rd Cochin

LINESH P RAJ

SYNOPSIS

According to the estim(tes y the *inistry of St(tistics (nd Progr(mme Im/lement(tion, the Indi(n economy h(s registered ( gro4th of ;) /er cent in $&&%!'&, 4ith "< /er cent ye(r!on! ye(r gro4th in its fourth =u(rter The gro4th is driven y roust /erform(nce of the m(nuf(cturing sector on the (c5 of government (nd consumer s/ending >7P gro4th r(te of  ;) /er cent in $&&%!'& h(s e6ceeded the government forec(st of ;$ /er cent for the full ye(r According to government d(t(, the m(nuf(cturing sector 4itnessed ( gro4th of 'olden Fire3 h(d c(/tured the euro/e(n (nd the 4orld m(r5ets The ruling 4orld m(r5et By '%ross 7omestic Product >7P gro4th, (nd (n even stronger /redictor of Person(l Consum/tion .6/enditure PC. gro4th 2n the microeconomic level, rese(rch h(s sho4n th(t ACSI d(t(  /redicts stoc5 m(r5et /erform(nce, oth for m(r5et indices (nd for individu(lly tr(ded com/(nies Incre(sing ACSI scores h(s een sho4n to /redict loy(lty, 4ord!of!mouth recommend(tions, (nd /urch(se eh(vior The ACSI me(sures customer s(tisf(ction (nnu(lly for  more th(n $&& com/(nies in )? industries (nd '& economic sectors In (ddition to =u(rterly re/orts, the ACSI methodology c(n e (//lied to /riv(te sector com/(nies (nd government

(gencies in order to im/rove loy(lty (nd /urch(se intent T4o com/(nies h(ve een licensed to (//ly the methodology of the ACSI for oth the /riv(te (nd /ulic sectorM CFI >rou/, Inc (//lies the methodology of the ACSI offline, (nd Foresee Results (//lies the ACSI to 4esites (nd other online initi(tives In s/ring $&&), Qu(d stone commissioned ( study of the (//ro(ch th(t l(rge consumer  enter/rises (re t(5ing to im/rove customer service e6/eriences The rese(rch m(inly consisted of  in!de/th intervie4s 4ith e6ecutives in the fin(nci(l services (nd telecommunic(tions sectors, ut it (lso included (n e!m(il =uestionn(ire 4ith consumers (nd ( mystery sho//ing investig(tion into customer service centers The study finds th(t im/roving customersD s(tisf(ction 4ith service is ( r(/idly rising cor/or(te  /riority (nd com/(nies  (re incre(sing investment in tr(c5ing customer s(tisf(ction (nd 4h(t drives it hile the m(0ority of com/(nies (re eginning to underst(nd (ggreg(te!level trends in customer s(tisf(ction, only ( fe4 com/(nies (re (le to system(tic(lly identify ho4 to ch(nge service delivery /rocesses for the etter ! yet this is 4h(t (ll of the intervie4ed com/(nies most 4(nt to do Addition(lly, the study defines ( success model for emr(cing (nd driving ch(nge (sed on customer s(tisf(ction metrics, (nd it l(ys out the c(/(ilities th(t com/(nies must develo/ to fully lever(ge customer s(tisf(ction d(t( in driving ch(nge (cross the org(ni:(tion The survey finds th(t telecommunic(tions com/(nies (re, in gener(l, more committed (nd so/histic(ted in their (//ro(ch to customer s(tisf(ction th(n fin(nci(l services com/(nies Fund(ment(lly, org(ni:(tions (re striving for ( level of underst(nding th(t is dee/er (nd more s/ecific th(n gener(l customer feed(c5 

C#(e! A#&"// #7 I(ee(#(o

An(lysis (nd inter/ret(tion c(rried out y (n(ly:ing the customer8s feed(c5 on the (sis of  v(ri(les fi6ed, ieE gender, income, living (re( (nd /eriod of (ssoci(tion This (n(lysis is e6/l(ined in the follo4ing /(r(gr(/hs T(le )' >ender (nd Income 7et(ils of res/ondents

 

Income $#,&&&! ' l5h

>ender  *(le

Fem(le

Tot(l

'!$ l5hs

Aove $

Tot(l

'<

$;

L(5hs ';

ender  *(le

Advertising

Tr(de F(ir

F(mily9Friends Tot(l

';

$$

$'

r(/h )% Period of Customershi/ (nd Br(nd Loy(lty

T(le )'& Income (nd Br(nd Loy(lty 2nly from Coir Bo(rd Income

$#&&&!' l5h

' l5h to $ l5h

Aove $ l5h

Tot(l

es

No

< ';'J $)J '# ??)J ender (nd 2/inion (out Coir Bo(rd  2/inion Coir Bo(rd is Coir Bo(rd is not >ender  *(le

Fem(le

Tot(l

the Best )'

the est '%

ood Averge

Poor

Tot(l

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