Customer satisfaction and its impact on sales at rcm marketing mba
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Customer satisfaction and its impact on sales at rcm marketing mba

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Customer satisfaction and its impact on sales at rcm marketing mba

Customer satisfaction and its impact on sales at rcm marketing mba

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Customer satisfaction and its impact on sales at rcm marketing mba Customer satisfaction and its impact on sales at rcm marketing mba Document Transcript

  • RCM BUSINESS CONTENTS Sl.NO. TITLES PAGE No. I. Chapter 1  Executive Summary 2-6  Introduction 7-9  Literature review 9-9  Purpose of the study 10-10  Scope of the study 11-11  Objectives of the study 11-11 11-11 II. Chapter 2  Organization Profile 12-23  Organization chart  Sampling 23-23  Data collection methods 23-23  Measuring tools 23-23 III. Chapter 3  Result &discussion with Charts & graphs 24-39  Summary  Recommendation 40-41  Conclusion 42-42 43-43 IV. Chapter 4  Appendix • Questionnaire 44-44 • Code sheet 45-46 47-47  Weekly Progress Report  BibliographyBABASAB PATIL -1-
  • RCM BUSINESSRESEARCH PROCEDUREThis study follows the procedure as shown below:  Identifying research objectives:  Collecting related literature:  Establishing research framework:  Executing data collection and analysis:  Making recommendations and:  Drawing conclusions.PROJECT OUTLINEThis project consists of four chapters. Chapter I serve as an introduction to the wholestudy, pointing out the, statement of the problem, literature review, purpose of thestudy, scope of the study, objectives of the study. Chapter II, the organization profile,organization chart, sampling, research design, data collection method & measuringtools. Chapter III not only elaborates on the research method and research framework,but also includes graphs, charts, summary, conclusion and some recommendationsand suggestions. Finally chapter IV carries appendix in that questionnaire, code sheetsand also bibliography.BABASAB PATIL -2-
  • RCM BUSINESSEXECUTIVE SUMMARYM/s Fashion Suitings Pvt. Ltd. of Chhabra in Bhilwara, Rajstan, ventured a newbusiness in the name of RCM Business. The concept envisages the benefit of everyconsumer by providing him an opportunity to earn while purchasing. In this businessthe company takes responsibility of manufacturing while the work of advertising andmarketing is left with consumers. Thus the consumers themselves promote businessand earn by enhancing the income to any level by their own efforts. Company has selected Textile product for this type of marketing, as it is thebasic necessity of every house hold. The company’s founders have a vast experiencein the field of textile production. Company introduced good quality FMCG in 2002 toenhance the business opportunities and provide more benefit to the consumer. In orderto increase the opportunities or earning there is continuous extension in range ofpremium quality FMCG to provide daily reasonable price is company’s mainobjective. Company’s high managerial efficiency, wide distribution network spreadall over the country, huge infrastructure of computers will enable to accomplish thismission. This clearly demonstrates that the group is genuinely concerned anddedicated to the overall progress distributors. Company has made tremendous recordsin the field of Multilevel Marketing by making efforts to get all products made in itsown brand name and specified quality, by making the plan & policies more beneficialin increasing network, by giving time to time guidelines to distributors, and by savingthem hurdles & difficulties.To make the business long lasting in Indian conditions company has taken care offallowing points.  Products of general utilityBABASAB PATIL -3-
  • RCM BUSINESS  Best quality and technique used  reasonable price for quality products  income on every purchase  monthly distribution up to 41% business value  no chance of loss to consumers an any level.Objectives of the study • To study the customer satisfaction level with respect to RCM products. • To know how people are aware of RCM BUSINESS. • To know the factors influencing the sales of RCM PRODUCTS. • To know customers opinion with regards to the RCM products.Using primary data and secondary data, through Convenience Random Samplingsurvey is conducted on existing customers of RCM BUSINESS.After this research study, we will be able to understand that the customer satisfactionand FINDINGS 1. 62% respondents are influenced by Friends, and 25% respondents from relatives, 13% from others. By this it is clear that Friends influences more than others. 2. 64% respondents purchase monthly, 32% respondents weekly and 4% purchase once in 15 days. So by this it is clear that more number of customers will purchase RCM products monthly 3. 64% respondents said the quality of the RCM products are very good, 32% good and 4% average. By this it is clear that al most all the customers are satisfiedBABASAB PATIL -4-
  • RCM BUSINESS with the RCM products. And also we can say the products of RCM business are good quality. 4. 100% respondents get the required product at the RCM outlet. By this we can say all the products are available at the RCM outlets. 5. 84% respondents get the incentive regularly and 16% respondents will not get the incentive regularly. 6. 100% respondents recommend the RCM business to others. So by this it is clear all the customers of the RCM are satisfied so they will recommend the RCM business to others. 7. 100% respondents continued the chain of your membership. All the existing customers of the RCM are satisfied with the RCM business, and they continued the chain of membership. 8. 74% respondents rate the service of RCM as good, and 26% respondents rate the RCM as average. So by this we can say the RCM service is good. 9. 66% respondents will get the sufficient information about new products from the RCM outlets, and 34% respondents will not get the information from the RCM outlets. By this we can say the most of the customers will get the information from the RCM outlets, some of them may not get because the shopkeeper boys are not so much educated, they may not give informationBABASAB PATIL -5-
  • RCM BUSINESS 10. 68% respondents are convenience to reach the RCM outlets in the Begaum city. 32% respondents are not convenience to reach the RCM outlets in the Belgaum city. By this we can say the most of the customers are getting difficulty to reach the RCM outlets. 11. 100% respondents said the display of the products in the RCM outlets is well organized. By this we can say the RCM outlets are neatly organized. 12. , 64% respondents agreed with the RCM products, and 36% respondents are strongly agreed with the RCM products. So by this the all the existing members of the RCM business are satisfied with the RCM products. 13. By the above graph the more number of the customers give preference while purchasing the product to product quality. They have given 1st rank to the product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the availability of the product, 5th rank to the service of the RCM business. So product quality plays main important role.BABASAB PATIL -6-
  • RCM BUSINESS RECOMMENDATIONS 1. The RCM outlets should keep their service level the same what they are giving now, as the customers are satisfied with the present service. 2. RCM should keep the product quality the same or increase the quality as customers are satisfied with the quality of product. 3. RCM can also think of increasing the numbers of outlets, as most of the outlets are situated near to market and no outlets are there in Mahantesh nagar, Nehru nagar, etc. Conclusion According to the study conducted, it shows from the analysis and findings that majority of the existing customers are satisfied with the RCM products and RCM business. And also all the customers continued the chain of membership. But some of the existing customers are getting problems to reach the RCM outlets. In Belgaum city totally 6 outlets are there, but the outlets are not divided according to the north, east, west and south zone of Belgaum. So the customers are getting difficulty to reach the RCM outlets. So I suggest the RCM outlets are to be divided according to the zonal wise. So that the existing customers at the Belgaum city can able reach the RCM outlets easily. And also the RCM business can attract the customers through out the Belgaum.BABASAB PATIL -7-
  • RCM BUSINESSIntroduction:Project consists of customer satisfaction and its impact on sales:- Customer satisfaction and its impact on salesCustomers are the king of the market. Customer satisfaction is the first andforemost thing in retailing market. Getting the customer, retaining, enhancing, arethe main steps of customer relationship management. In retailing market the CRMplays main role for retaining customers. We should make the customers as loyalcustomers by enhancing them, so that the loyal customer will spread the positive wordto other new customers, then automatically we will get new customers to ourbusiness. Understanding of customer behavior makes market easier. Customercomplaints are not personal. It is regarding a product or service or the process systeminvolved in making products or planning servicesSo getting a new customer is more difficult than retaining a loyal customer.So instead of getting new customer, satisfying a present customer is more important. Customer satisfaction has more impact on sales. If the present customersatisfied then our sales will increase, otherwise sales will decrease. So by this we cansay customer satisfaction has more impact on sales. RCM is the customer linking market, or it is also called as chain business.So for chain business the satisfaction of customer plays main role to maintainbusiness. If one existing customer satisfied then he/she will spread the opinion aboutBABASAB PATIL -8-
  • RCM BUSINESSthe business to other two or many customers. So here the satisfaction of existingcustomer is important. For doing new business the new customer will enquire about the businessbefore joining the business. He will ask to his friends about the business. And thecustomers more believed in other existing customer opinion, so in this also thesatisfaction of existing customer is important. Each and every business ultimate aim is to get the more profit. So to getmore profit the business should attract more customers, for attracting the customersthe more profit the business should attract more customers, for attracting thecustomers the satisfaction of existing customers plays main role. The existingcustomer satisfaction has more impact on sales. For satisfying the customer we should understand the needs and wants of thecustomer. According to them we should produce the products. We should understandwhat customer accepts from the business because the customers are the king of themarket. With out customer market will not exist, with out market the customers alsonot exist. So both are depend on each other. A customer has many expectations from the business. They have theexpectations like, during pre-purchase, during service encounter, during postpurchase. So the customers expects from the business in above three stages. Beforepurchasing the products the customers will ask to others, if they get good opinionabout the products then they will purchase. After purchasing the products also, if thecustomer satisfy then he/she will go for next purchase. After purchasing the customerswill evaluate the product or service. In the last stage if he satisfy then they will spreadthe positive word to the other customers, if not they may not go for purchasing again.BABASAB PATIL -9-
  • RCM BUSINESSSo the business may loose the customer like this. If he/she satisfies then he may getother two or more customers.Literature reviewUnderstanding of customer behavior makes market easier. Customer complaints arenot personal. It is regarding a product or service or the process system involved inmaking products or planning services. CRM focuses on meeting individual needs ofcustomers. The skill requires building a customer database and doing data mining todetector trends, segments, and individual needs. We should understand the customers,who buys, when do they buy, why do they buy is important in the market. We shouldunderstand the customer preference. Customer preference may be due to difference ineconomic demographic, and psychological factors. An evaluation is made on the basisof the products function, appearance, cost, and so on. Customer Satisfaction Index(CSI) is generally calculated based on market research. It is known that, a satisfiedcustomer will influence five more persons to buy the products/service. Whereas adissatisfied customer will express his/her emotions to eleven persons. So thesatisfaction of one customer is more important. So the satisfaction of the existing customer has more impact on sales.BABASAB PATIL - 10 -
  • RCM BUSINESS PURPOSE OF THE STUDYHere our main purpose is to assess the customer satisfaction and its impact on sales ofRCM business, at Belgaum. And giving the recommendations to the measures toincrease the satisfaction level SCOPE OF THE STUDY The study will reveal the customer satisfaction and its impact on sales at the Right Concept Marketing. The study will help to know the impact of the customers satisfaction on sales. The study will help to know the improvements to be made in the Right Concept Marketing to satisfy the customers. OBJECTIVES OF THE STUDY • To study the customer satisfaction level with respect to RCM products. • To know how people are aware of RCM BUSINESS. • To know the factors influencing the sales of RCM PRODUCTS. • To know customers opinion with regards to the RCM products.BABASAB PATIL - 11 -
  • RCM BUSINESSOrganization profileM/s Fashion Suiting Pvt. Ltd. of Chhabra in Bhilwara, Rajasthan, ventured a newbusiness in the name of RCM Business. The concept envisages the benefit of everyconsumer by providing him an opportunity to earn while purchasing. In this businessthe company takes responsibility of manufacturing while the work of advertising andmarketing is left with consumers. Thus the consumers themselves promote businessand earn by enhancing the income to any level by their own efforts. Company has selected Textile product for this type of marketing, as it is thebasic necessity of every house hold. The company’s founders have a vast experiencein the field of textile production. Company introduced good quality FMCG in 2002 toenhance the business opportunities and provide more benefit to the consumer. In orderto increase the opportunities or earning there is continuous extension in range ofpremium quality FMCG to provide daily reasonable price is company’s mainobjective. Company’s high managerial efficiency, wide distribution network spreadall over the country, huge infrastructure of computers will enable to accomplish thismission. This clearly demonstrates that the group is genuinely concerned anddedicated to the overall progress distributors. Company has made tremendous recordsin the field of Multilevel Marketing by making efforts to get all products made in itsown brand name and specified quality, by making the plan & policies more beneficialin increasing network, by giving time to time guidelines to distributors, and by savingthem hurdles & difficulties.BABASAB PATIL - 12 -
  • RCM BUSINESSSALIENT FEATURE OF RIGHT CONCEPT MARKETING 1) Direct dealing between manufacture and consumers. No middle links and hence no possibility of duplicate products. 2) No need of outside advertisements. In the traditional marketing system false advertisement are used for publicity which is done by those people who do not have even use of products. Thus raising the costs of products to double- triple than actual cost. 3) In this system no individual is granted monopoly rights for business. Every consumer is free to do his own marketing and earn from it. Thus this is a vast opportunity for all 4) There is no binding of fixed timings. A person can utilize his spare time for this business as he has to simply explain this concept to other persons. 5) No degree or qualification is essential for working in this system. The only requirement is a persons desire to work sincerely and earn by ethical means. 6) There is no competition with others, rather business progress by mutual cooperation. 7) In this business, you need not maintain any account. The company maintains computerized accounts of all distributors. 8) RCM distributors do not require any resources and staff. Thus no risk is involved in this business.BABASAB PATIL - 13 -
  • RCM BUSINESSRCM BUSINESSTo make the business long lasting in Indian conditions company has taken care offallowing points.  Products of general utility  Best quality and technique used  reasonable price for quality products  income on every purchase  monthly distribution up to 41% business value  no chance of loss to consumers an any level.That is why RCM business has earned unbreakable faith among its lacs of distributorsBABASAB PATIL - 14 -
  • RCM BUSINESSIn this business, nothing extra is to be done. The consumers will have to simply shift to RCMbrand quality products. By purchasing RCM products, consumers get a significant part in theprofits. They get best quality at a reasonable price. This message is to beIn this business, nothing extra is to be done. The consumers will have to simply shiftto RCM brand quality products. By purchasing RCM products, consumers get asignificant part in the profits. They get best quality at a reasonable price. Thismessage is to be communicated to consumers without explicit advertising, by word ofmouth.BABASAB PATIL - 15 -
  • RCM BUSINESSThe procedure to join RCM business is quite simple: You have to fill up an application form under the sponsorship of an existingdistributor and purchase the kit containing RCM business product. Then you alsobecome a distributor and get your own distributor code. Now you can further expandyour group ang earn unlimited income. Having used the product yourself, you convinced other customers about itsgood quality and fully explain the concept of RCM business to them. Many of themwill consider it worth while to purchase the kit and become distributors of thisbusiness. You sponsor such eager person, get his application form filled and supply akit to him, please note that you have to sponsor at least two distributor( in you downline) to get your income. Then the two distributors sponsored by you, will sponsor tonew distributors to each to form their down line. In this way, the group will expand.The bigger your group the greater will be your business and income. Maximum useand repurchase of product you and your down liners will make your businessconsistent and growing.BABASAB PATIL - 16 -
  • RCM BUSINESS The company distribute up to 41% of its business value to its distributors everymonth, out of this your share is determined by the business of your group. Bigger thebusiness of your group, great will be your income. Here your group means, all thepersons in your down line. Suppose you started your business by sponsoring ‘A’ and‘B’. then ‘A’ sponsored ‘C’ and ‘D’ and ‘B’ sponsored ‘E’ and ‘F’. Later, C, D,E,&F, sponsored other persons. As they proceed further, all these persons come inyour group. When any distributor of this group purchases the product, for own use,sharing with others, when there is a new joining, all this will be counted in yourbusiness.Distributor of this group purchases the product, for own use, sharing with others,when there is a new joining, all this will be counted in your business.The foundation must be strong, for the building to the strong and stable. A tree cannot develop well without good manner in its roots. In the same way, there are twofoundation pillars to get desired result in RCM business.BABASAB PATIL - 17 -
  • RCM BUSINESSFAITH Faith in your enterprise is essential for success. However, it should not be ablind faith. One must examine the system well and ensure that the business in realityis of the type being professed and it will yield good results as envisaged. One must befully satisfied about the company, quality of products and the rates. Also one mustclearly understand, how new distributors are sponsored and commission is calculated?What are up line, down line and cross line? How business is to be carried out incomegenerated? One should remove all doubts and then join the business with full faith!More ever one should not be led astray by sayings of a third person. After joining ifsome doubts arise one should find out the factual position, rather than loose faith inthe businessCOMMITMENTBABASAB PATIL - 18 -
  • RCM BUSINESSWe must make firm commitment that it is our own business and we are willinglydoing it for our own good. When we start any business by investing money andsetting up all infrastructures, we do not close it simply on somebody’s disproval.Some times, if our business doesn’t run well. We think about means of improving.We are not disheartened by temporary fluctuations in the business. This is because,we start the business with a commitment with RCM Business, and then only we canprogress. The successful distributors in this business are those who enter with a firmsense of commitment.For success in RCM Business it is essential to learn and impart training to others. Youhave ample means to learn; meetings, active up line, audio-tapes. Video-CD, booksand other printed material. You must make full use of all these means, some importanttips are presented here as follows.BABASAB PATIL - 19 -
  • RCM BUSINESS  Planning  Use the tools  Attend meeting and seminar  Use the product  Take the initiative  Don’t make false promises  Impressive personality  Patience  Management of time and money  Progress of down line  Positive thinking  Reasonable support  Experience  Appropriate consultancy  Practical truths  ConsistencyBABASAB PATIL - 20 -
  • RCM BUSINESSPRODUCTS OF THE RIGHT CONCEPT MARKETINGBABASAB PATIL - 21 -
  • RCM BUSINESSBABASAB PATIL - 22 -
  • RCM BUSINESSBABASAB PATIL - 23 -
  • RCM BUSINESS SAMPLING  Population: existing customers of RCM business.  Sample units  Sampling size: 100 units  Sampling Method: Convenient Random Sampling4. Research Methodology: Data source: Primary data - Existing customers Survey (Questionnaire) • Secondary Data - Reports from related websites, Company reports, • Area of research - Belgaum City Research Approach - Survey Method Research Instrument- Questionnaire Sample Plan - Personal Interview Sample Unit - All existing customer Sampling Method - Convenience Sampling Sample Size - 100 units.BABASAB PATIL - 24 -
  • RCM BUSINESS MEASURING TOOL  Simple percentage method using SPSS Windows Student Version 11.0 and MS-Excel.5. Benefits of the project • The study helps to know the customer satisfaction level and its impact on sales with respect to RCM products at Belgaum city. • Company will come to know what customers prefer. • To devise the plans to increase the sales. Limitations:  The study is been restricted to the existing customers of the Right Concept Marketing business at Belgaum  The questions asked as regards to employees were answered hesitantly or were just avoided.  The findings are purely based on the information that has been provided by the business and the existing customers.BABASAB PATIL - 25 -
  • RCM BUSINESSANALYSIS 1) How did you come to know about RCM? Frequency Percent Valid Percent Cumulative PercentValid Friends 62 62.0 62.0 62.0 Relatives 25 25.0 25.0 87.0 others 13 13.0 13.0 100.0 Total 100 100.0 100.0BABASAB PATIL - 26 -
  • RCM BUSINESS How did you come to know about RCM? 70 60 62 50 40 30 25 20 Frequency 10 13 0 Friends Relatives others How did you come to know about RCM?Analysis:BABASAB PATIL - 27 -
  • RCM BUSINESS From the above graph it is clear that, 62% respondents are influenced by Friends, and 25% respondents from relatives, 13% from others. 2) How often do you make your purchase? Frequency Percent Valid Percent Cumulative PercentValid Weekly 32 32.0 32.0 32.0 Monthly 64 64.0 64.0 96.0 Once in 15 days 4 4.0 4.0 100.0 Total 100 100.0 100.0 How often do you make purchase? 70 60 64 50 40 30 32 20 Frequency 10 0 4 Weekly Monthly Once in 15 days How often do you make purchase?Analysis:From the above graph it is clear that, 64% respondents purchase monthly, 32respondents weekly and 4% purchase once in 15 days.BABASAB PATIL - 28 -
  • RCM BUSINESS 3) How would you rate the quality of RCM product? Frequency Percent Valid Percent Cumulative Percent Valid Good 34 34.0 34.0 34.0 Very good 62 62.0 62.0 96.0 Average 4 4.0 4.0 100.0 Total 100 100.0 100.0 How would you rate the quality of RCM product? 70 60 62 50 40 30 34 20 Frequency 10 0 4 Good Very good Average How would you rate the quality of RCM product?Analysis:From the above graph it is clear that, 62% respondents said the quality of the RCMproducts are very good, 34% good and 4% average.BABASAB PATIL - 29 -
  • RCM BUSINESS 4) Do you get the required product at the RCM? Frequency Percent Valid Cumulative Percent Percent Valid Yes 100 100.0 100.0 100.0 Do you get the required product at the RCM? 120 100 100 80 60 40 Frequency 20 0 Yes Do you get the required product at the RCM?Analysis:From the above graph it is clear that, 100% respondents get the required product at theRCM outlet.BABASAB PATIL - 30 -
  • RCM BUSINESS5) Do you get the incentive regularly? Frequency Percent Valid Percent Cumulative Percent Valid Yes 84 84.0 84.0 84.0 No 16 16.0 16.0 100.0 Total 100 100.0 100.0 Do you get incentive regularly? 100 80 84 60 40 Frequency 20 16 0 Yes No Do you get incentive regularly?Analysis:From the above graph it is clear that, 84% respondents get the incentive regularly and16% respondents will not get the incentive regularly.BABASAB PATIL - 31 -
  • RCM BUSINESS6) Will you recommend the RCM business to others? Frequency Percent Valid Percent Cumulative Percent Valid yes 100 100.0 100.0 100.0 Will you recommend the RCM business to others? 120 100 100 80 60 40 Frequency 20 0 Yes Will you recommend the RCM business to others?Analysis:From the above graph it is clear that, 100% respondents recommend the RCM business toothers.BABASAB PATIL - 32 -
  • RCM BUSINESS7) Have you continued the chain of your membership? Frequency Percent Valid Percent Cumulative Percent Valid yes 100 100.0 100.0 100.0 Have you continued the chain of your membership? 120 100 100 80 60 40 Frequency 20 0 Yes Have you continued the chain of your membership?Analysis:From the above graph it is clear that, 100% respondents continued the chain of yourmembership.BABASAB PATIL - 33 -
  • RCM BUSINESS8) Does the RCM outlets provide sufficient information about new products? Frequency Percent Valid Percent Cumulative PercentValid Yes 66 66.0 66.0 66.0 No 34 34.0 34.0 100.0 Total 100 100.0 100.0 Does the RCM outlets provide sufficent information about new produc 70 66 60 50 40 30 34 20 Frequency 10 0 Yes No Does the RCM outlets provide sufficent information about new product?Analysis:From the above graph it is clear that, 66% respondents will get the sufficient informationabout new products from the RCM outlets, and 34% respondents will not get theinformation from the RCM outlets.BABASAB PATIL - 34 -
  • RCM BUSINESS9) How do you rate the service of RCM? Frequency Percent Valid Percent Cumulative Percent Valid Good 74 74.0 74.0 74.0 Average 26 26.0 26.0 100.0 Total 100 100.0 100.0 How do you rate the service of RCM? 80 74 60 40 26 20 Frequency 0 Good Average How do you rate the service of RCM?Analysis:From the above graph it is clear that, 74% respondents rate the service of RCM asgood, and 26% respondents rate the RCM as average.BABASAB PATIL - 35 -
  • RCM BUSINESS 10) Are the RCM outlets in the Belgaum city are convenient to reach? Frequency Percent Valid Percent Cumulative Percent Valid Yes 68 68.0 68.0 68.0 No 32 32.0 32.0 100.0 Total 100 100.0 100.0 Are the RCM outlets in the Belgaum city are convenience to 80 70 68 60 50 40 30 32 Frequency 20 10 0 Yes No Are the RCM outlets in the Belgaum city are convenience to reach?Analysis:From the above graph it is clear that, 68% respondents agree that the RCM outlets areconvenient to reach in Belgaum city. 32% respondents told that the outlets are notconvenient to reach in Belgaum city.BABASAB PATIL - 36 -
  • RCM BUSINESS11) Display of the products in the RCM outlets? Frequency Percent Valid Percent Cumulative Percent Valid Organized 100 100.0 100.0 100.0 Display of the products in the RCM outlets? 120 100 100 80 60 40 Frequency 20 0 Organised Display of the products in the RCM outlets?Analysis:From the above graph it is clear that, 100% respondents said the display of the productsin the RCM outlets is well organized.BABASAB PATIL - 37 -
  • RCM BUSINESS12) I am satisfied with the RCM products, I...................... Frequency Percent Valid Percent Cumulative PercentValid Strongly agree 36 36.0 36.0 36.0 Agree 64 64.0 64.0 100.0 Total 100 100.0 100.0 I am satisfide with the RCM products, I.................... 70 60 64 50 40 36 30 20 Frequency 10 0 Strongly agree Agree I am satisfide with the RCM products, I....................Analysis:From the above graph it is clear that, 64% respondents agreed with the RCMproducts, and 36% respondents are strongly agreed with the RCM products.BABASAB PATIL - 38 -
  • RCM BUSINESS13) Which factor do you consider while purchasing RCM products? Which factor do tou consider while purchasing RCM products? 100 80 60 40 20 0 1 2 3 4 5 Product Quality 87 11 2 0 0 Incentive 9 70 21 0 0 Price 5 14 69 9 3 Availability 0 2 3 78 17 Service 0 1 3 16 80Analysis:By the above graph the more number of the customers give preference whilepurchasing the product to product quality. They have given 1st rank to the productquality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the availability of theproduct, 5th rank to the service of the RCM business.BABASAB PATIL - 39 -
  • RCM BUSINESSFINDINGS 1. 62% respondents are influenced by Friends, and 25% respondents from relatives, 13% from others. By this it is clear that Friends influences more than others. 2. 64% respondents purchase monthly, 32% respondents weekly and 4% purchase once in 15 days. So by this it is clear that more number of customers will purchase RCM products monthly 3. 64% respondents said the quality of the RCM products are very good, 32% good and 4% average. By this it is clear that al most all the customers are satisfied with the RCM products. And also we can say the products of RCM business are good quality. 4. 100% respondents get the required product at the RCM outlet. By this we can say all the products are available at the RCM outlets. 5. 84% respondents get the incentive regularly and 16% respondents will not get the incentive regularly. 6. 100% respondents recommend the RCM business to others. So by this it is clear all the customers of the RCM are satisfied so they will recommend the RCM business to others. 7. 100% respondents continued the chain of your membership. All the existing customers of the RCM are satisfied with the RCM business, and they continued the chain of membership.BABASAB PATIL - 40 -
  • RCM BUSINESS 8. 74% respondents rate the service of RCM as good, and 26% respondents rate the RCM as average. So by this we can say the RCM service is good. 9. 66% respondents will get the sufficient information about new products from the RCM outlets, and 34% respondents will not get the information from the RCM outlets. By this we can say the most of the customers will get the information from the RCM outlets, some of them may not get because the shopkeeper boys are not so much educated, they may not give information 10. 68% respondents are convenience to reach the RCM outlets in the Belgaum city. 32% respondents are not convenience to reach the RCM outlets in the Belgaum city. By this we can say the most of the customers are getting difficulty to reach the RCM outlets. 11. 100% respondents said the display of the products in the RCM outlets is well organized. By this we can say the RCM outlets are neatly organized. 12. 64% respondents agreed with the RCM products, and 36% respondents are strongly agreed with the RCM products. So by this the all the existing members of the RCM business are satisfied with the RCM products. 13. By the above graph the more number of the customers give preference while purchasing the product to product quality. They have given 1st rank to the product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the availability of the product, 5th rank to the service of the RCM business. So product quality plays main important role.BABASAB PATIL - 41 -
  • RCM BUSINESS RECOMMENDATIONS 1. The RCM outlets should keep their service level the same what they are giving now, as the customers are satisfied with the present service. 2. RCM should keep the product quality the same or increase the quality as customers are satisfied with the quality of product. 3. RCM can also think of increasing the number of outlets, as most of the of the customers are facing problem to reach the RCM outlets. 4. The outlets are situated near to market and no outlets are there in Mahantesh nagar, Nehru nagar, etc.BABASAB PATIL - 42 -
  • RCM BUSINESS Conclusion According to the study conducted, it shows from the analysis and findings that majority of the existing customers are satisfied with the RCM products and RCM business. And also all the customers continued the chain of membership. But some of the existing customers are getting problems to reach the RCM outlets. In Belgaum city totally 6 outlets are there, but the outlets are not divided according to the north, east, west and south zone of Belgaum. So the customers are getting difficulty to reach the RCM outlets. So I suggest the RCM outlets are to be divided according to the zonal wise. So that the existing customers at the Belgaum city can able reach the RCM outlets easily. And also the RCM business can attract the customers through out the Belgaum.BABASAB PATIL - 43 -
  • RCM BUSINESSQuestionnaire for Determining Custer satisfaction and its impact onsales at RCM in Belgaum CityName of the customer 1) How did you come to know about RCM? !) Friends 2) Relations 3) Others 2) How often do you purchase the RCM Products? 1) Weekly 2) monthly 3) Once in a 15 days 3) How would you rte the quality of RCM product? 1) Good 2) very good 3) average 4) worst 4) Do you get the required product at the RCM outlet? 1) Yes 2) No 6) Do you get the incentive regularly? 1) Yes 2) No 7) Will you recommend the RCM business to others? 1) Yes 2) No 8) Have you continued the chain of your membership? 1) Yes 2) No 9) Does the RCM outlet provide sufficient information about new products? 1) Yes 2) No 10) How do you rate the service of RCM?BABASAB PATIL - 44 -
  • RCM BUSINESS Good Bad Average 11) Are the RCM outlets in the Belgaum city are connivance to reach? 1) Yes 2) No 12) Display of the products in the RCM outlets? 1) Organized 2) unorganized13) Which factor do you consider while purchasing RCM products?1) Product quality2) Incentive3) Service of the RCM4) Reasonable Price5) Availability of the product at RCM outlets.BABASAB PATIL - 45 -
  • RCM BUSINESSBibliography 1. Marketing research A. Parusharaman 2. Consumer behaviour - Philip Kotlar 3. service marketing- Zithmal 1. Web sites: www.rcmbusiness.com www.customersatisfactionsurvey 2. Project report writing- Rampal & Gupta 3. Effective project management- 4. Project management & control- Narendra SinghBABASAB PATIL - 46 -
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