Customer satisfaction at ananta granites project report mba marketing

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Customer satisfaction at ananta granites project report mba marketing

  1. 1. CUSTOMER SATISFACTION AT ANANTA GRANITES CONTENTS1. Executive summary2. Introduction to the study3. Industry profile4. Company Profile5. Product Profile6. History of ananta granites7. Departmental Study Production unit Polishing unit Marketing departments Organization chart8. Scope and limitations of the study9. Objectives 10. Methodology11.Data analysis and Interpretation12. Findings13. Suggestions and recommendations14. Conclusion15. Bibliograpy16. AnnexureBABASABPATIL Page 1
  2. 2. CUSTOMER SATISFACTION AT ANANTA GRANITES EXECUTIVE SUMMERY ANANTA GRANITES ILKAL is a partnership firm which is wellrecognized in the granites sector in the national market. It was set up on 28 th June 2007and is located at Ilkal city in Bagalkot district, Karnataka it is mainly concerned withproduction of granite tiles of size 2*1 taking the raw material from surrounding quarries. . ANANTA GRANITES have its total area of 10 acres by providingemployment to around 25 employees. It is a partnership and does not have any otherbranches. It consist of line and staff type of organization and its registered office in Ilkalat S.NO.67/A, Plot no 2, Tondihal ILKAL-587125 in Hungund taluk of Bagalkot district.NEED FOR THE STUDY: The study is mainly conducted to know satisfaction level of customers atANANTA GRANITES and also to know the reasons for dissatisfaction of the customersif any. The study is also conducted to know about the product preferences of thecustomers. Its also conducted to know about customer grievances and the actions to betaken to increase the satisfaction level of the customers. The main objective of the study in ANANTA GRANITES iS • To know the satisfactory level of customers.BABASABPATIL Page 2
  3. 3. CUSTOMER SATISFACTION AT ANANTA GRANITES • To establish various strategies to enhance the satisfactory level of customer. • To find out the reasons for the dissatisfaction of customers(if any) • To know the preference of customer towards different products of the company. • To know at what prices customers favor to purchase our tiles Data is any information – facts, concepts, and sensation represented in a formal manner, suitable for communicating, interpreting, or processing. Data is the base for every research work. The data collected for the purpose of analysis include both primary and secondary data.1) Primary Data: The primary data has been collected at first hand through directpersonnel interviews, using structured questionnaires. The information is collected fromsampling from sampling that allows concentrating on customers and hence devoting moreenergy to ensure that the information collected is accurate one. Primary data has beencollected directly from the respondents and the proprietor of the firm.2) Secondary Data: I collected the information about the history of the Graniteindustries with the help of Internet service. And I don’t have any secondary dataregarding ANANTA GRANITES.Research Techniques:-Structured QuestionnairePersonal InterviewsStatistical Tools. Tables / ChartSample unit: The study is conducted in ANANTA GRANITES in Ilkal city on followingdepartments.Production departmentBABASABPATIL Page 3
  4. 4. CUSTOMER SATISFACTION AT ANANTA GRANITESPolishing departmentMarketing departmentSample size: Sample Size: 100Sampling Technique:The research technique used is Stratified Random Method.After conducting the survey on Customer satisfaction at ANANTA GRANITES I havefound that  Most of the respondents visiting ANANTA GRANITES are Business man and some are employees.  most of the respondents are visiting fortnightly and some of them are visiting weekly and monthly to ANANTA GRANITES  Most of the respondents prefer price of Rs.30-35, nearly 30% of the respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, and a negligible percent of the respondents prefer above 65 Rs.  Most of the respondents purchase tiles from ANANTA GRANITES for further sale, and only 37% of the respondents purchase for own use.  Most of the respondents purchase tiles of ANANTA GRANITES for quality, 32% for affordable price, and 16% for easy transport and some of them due to nearness of the firm to their place.  Most of the respondents prefer 1 level and 18% of the respondents prefer 0 level and some others prefer 2 level and 1 level channel.  ANANTA GRANITES is not providing any exchange facilities to its customers, which means that 100% of customers said that they are not getting any exchange facility from the company.  100% of the customers said that they recommend others to purchase.BABASABPATIL Page 4
  5. 5. CUSTOMER SATISFACTION AT ANANTA GRANITES  Most said friends influenced them to purchase, some others said family members and ads influenced them and none were influenced by other dealers.  Customers were satisfied with the delivery of tiles at right time from ANANTA GRANITES.  Some of the customers give orders through mail, A high percentage of the customers give orders through telephone, and the rest 24% of the customers give orders by direct contact,  We came to know that some of the customers were very impressed with the customer relationship and said it was excellent, most of the respondents said that it was good and only 16% of respondents said it is ok.  Customer satisfaction was achieved in respect of the quality tiles as ANANTA GRANITES produces size prescribed by the customers and at better price.  Some of the customers prefer Cats eye, because it is costlier and used for decorative purpose like mouldings, borders and walls. 26% of the customers prefer Ruby red, because it is a commercial material and is used in selected places in south, because it is used only in houses. Most of the customers prefer Rajeshree, because it is also a commercial product  ANANTA GRANITES provides credit facility 86% of the respondents said that ANANTA GRANITES provides credit facility and 14% of the respondents said that it does not provide credit facility.  All customers said that they won’t face any problems while purchasing the tiles.SUGGESSIONS AND RECOMMENDATIONS • Most of the customers are business man who purchases tiles for further trading; through proper promotion of tiles it can attract more customers. • It should improve customer relationships a bit more. • Quality is the main strength of ANANTA GRANITES so it should maintain it and try to improve it. • The firm needs to advertise its products in a proper media of advertising to attract more and more customers and to retain its present customers. • The firm should opt latest technology of production to produce more tiles at lesser time and to increase its productivity.BABASABPATIL Page 5
  6. 6. CUSTOMER SATISFACTION AT ANANTA GRANITES • The firm needs to attract newer segments of customers so as to increase demand for its products.CONCLUSION • ANANTA GRANITES shares a good customer relationship. • As there are a lot of granite industries in Ilkal ANANTA GRANITES face immense competition. • Heavy competition has made customers to get confused about the product and even about the price. INTRODUCTION TO THE STUDY Customer is a person who demands for the products or services offered by themarketer or supplier. Whereas the term consumer refers to the end user of the product orservice. They may or may not be the customer.Customer Satisfaction • Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) with the performance he expects of it. • Complete customer satisfaction is achieved by understanding customer requirement and delivering superior quality of goods and services Defining customer value and satisfaction. Over 38 years ago, Peter Dhuker observedthat a company’s first task is “To create customers” However, customers face a vastarray of products and brand choices, price and suppliers. How do they make theirchoices? We believe that our customers estimate which offer will deliver the most value.Customer value maximizes within the bounds rich costs and limited knowledge, whetheror not the offer lives up to value expectation affects both satisfaction and repurchaseprobability.Customer perceived valueBABASABPATIL Page 6
  7. 7. CUSTOMER SATISFACTION AT ANANTA GRANITES Our premise is that customer will buy from the firm that they see asoffering the highest perceived value (cpv) is the difference between the prospectivecustomer’s evaluation of all the benefits and all the costs of an offering & the perceivedalternatives. Total customer value is the perceived monetary value of the bundle ofeconomic functional and psychological benefits customers expect from a given marketoffering. Total customer cost is the bundle of costs customers expect to incur inevaluating, obtaining, using and disposing of the given market offering.Total customer satisfaction: Whether the buyer is satisfied after the purchase depends on the offer’sperformance in relation to the buyer’s expectation. In general satisfaction is a personsfeeling of pleasure or disappointment resulting from compiling a products perceivedPerformance (or outcome) in relation to his or her expectations. If the performance fallsshort of expectations, performance matches the expectation, the customer is satisfied. Ifthe performance exceeds expectations the customer is highly satisfied or delighted. The link between customer satisfaction and customer loyalty is notproportional. Suppose customer satisfaction is rated on a scale from one to five at a verylow level of customer satisfaction (that is at level one), customers are likely to abandonthe company and even bad mouth it. At levels two to four, customer are fairly satisfiedbut still find it easy to switch when a better offer comes along. At level five, the customeris very likely to repurchase and even spread good word or delight creators an emotionalbond with the brand or company not just a rational preference. Measuring satisfaction although the customer centered firm seeks to createhigh customer satisfaction that is not its main goal. If the company increases customersatisfaction by lowering its service the result may bee lower profits. The company may be able to increase its profitability by means of other thanincreased satisfaction (for example, by improving manufacturing processes or investingmore in research and development). Also the company has many stake holders includingemployers, dealers, suppliers and stock holder spending more to increase CustomerSatisfaction might divert funds from increasing the satisfaction of their “partners”.Ultimately, the company must operate on the philosophy that it is trying to deliver a highlevel of customer satisfaction subject to delivering accepting levels of satisfaction to theother stakeholders, given its total resources.BABASABPATIL Page 7
  8. 8. CUSTOMER SATISFACTION AT ANANTA GRANITESAttracting customers Today customers are becoming harder to please. They are smarter, more priceconscious, more demanding, less forgiving and they are approached by many morecompetitors with equal or better offers. The challenge, according to Jeffery gitomer is notto produce statistical customers, several competitors can do this. The challenge is toproduce delighted and loyal customers. Companies seeking to expand their profits and sales have to spendconsiderable time and resources searching for new customer. To generate leads thecompany develops ads and places them in media that will reach new prospects, it sendsdirect mail and makes phone calls to possible new prospects , its sales people participatein shows and exhibitions where they might find new leads and so on. All this activityproduces a list of suspects. To motivate its employees to serve the customers well it displays thefollowing poster prominently around its office.WHO IS A CUSTOMER? A customer is the most important person ever in this office…….. In personal by mail. A customer is not dependent on us …….. We are dependent on him. A customer is not an interruption at our work…….. he is the purpose of it. We are not doing a favor by serving him……. He is doing a favor by giving us theopportunity to do so. A customer is not someone to argue, or match wins with. Nobody ever won an argument with the customer. A customer is a person who brings us his wants. Its our job to handle them profitablyand to ourselves.Forming strong customer bonds: the basics Companies that want to form strong customer bonds need to attend to thefollowing basics.BABASABPATIL Page 8
  9. 9. CUSTOMER SATISFACTION AT ANANTA GRANITES Get cross- departmental participation in planning and managing the customersatisfaction and retention process. Integrate the voice of the customers in all business decisions. Create superior products, services, and experiences for the target market. Organize and make accessible a database of information on individual customerneeds, preferences, contacts, purchase frequency and satisfaction. Make it easy for customer to reach appropriate company personnel and expresstheir needs perceptions and complaints.Tools for tracking and measuring customer satisfaction  Complaint and suggestion systems: A customer- centered organization makes it easy for customer to register suggestion and complaints. Some customer centered companies like P&G, general electric and whirlpool establish hotlines with toll few numbers. Companies are also using web & E-mail for quick two way communication.  Customer satisfaction surveys:Studies show that although customers are dissatisfied with one out of every fourpurchases, less than 5% will complain, most customers will buy test or switch suppliers.Responsive company’s measure customer satisfaction directly by conducting periodicsurveys while collecting customer satisfaction data, it is also useful to ask additionalquestions to measure repurchase intention to measure the likelihood or willingness torecommend the company and the brand to others.  Lost customer analysis: Companies should contact customers who have switched to another supplier to learn why this happened. Not only this, it is also important to conduct exit interviews when customers first stop buying, it is also necessary to monitor the customer lost rate.BABASABPATIL Page 9
  10. 10. CUSTOMER SATISFACTION AT ANANTA GRANITES DETERMINANTS OF CUSTOMER DELIVERED VALUEBABASABPATIL Page 10
  11. 11. CUSTOMER SATISFACTION AT ANANTA GRANITES Customer delivered value Total customer value Total customer cost Product value Monetary cost Service value Time cost Personnel value Energy cost Image value Psychic costINDUSTRY PROFILEGranite is one of the commodities, which is having its own name in the internationalmarket. There are number of granite companies throughout India which are situated in thestates of Rajasthan, Karnataka, Gujarat, etc. these are one of the sources to thegovernment in the taxes as well as exporters name in the market.BABASABPATIL Page 11
  12. 12. CUSTOMER SATISFACTION AT ANANTA GRANITES Granites are nothing but stones which are extracted from raw blocks, then theyare cut into required sizes and finally polished and are made as per they are ordered bythe customers. These are used for the purpose of decorating houses, decorating the hotel,decorating the tomb, etc. Today in the international market the need for granite have increased. They areextracted from earth. As it is hard material so it requires both man power and machinepower. Granite, igneous rock of visible crystalline formation and texture. It iscomposed of feldspar (usually potash feldspar and oligoclase) and quartz, with a smallamount of mica (biotite or muscovite) and minor accessory minerals, such as zircon,apatite, magnetite, ilmenite, and sphene. Granite is usually whitish or gray with aspeckled appearance caused by the darker crystals. Potash feldspar imparts a red or fleshcolor to the rock. Granite crystallizes from magma that cools slowly, deep below theearths surface. Exceptionally slow rates of cooling give rise to a very coarse-grainedvariety called pegmatite. Granite, along with other crystalline rocks, constitutes thefoundation of the continental masses, and it is the most common intrusive rock exposedat the earths surface.The specific gravity of granite ranges from 2.63 to 2.75. Its crushing strength is from1050 to 14,000 kg per sq cm (15,000 to 20,000 lb per sq in). Granite has greater strengththan sandstone, limestone, and marble and is correspondingly more difficult to quarry. Itis an important building stone, the best grades being extremely resistant to weathering.INTRODUCTION TO GRANITES Quarrying granite for the Mormon Temple, Utah Territory. The ground is strewnwith boulders and detached masses of granite, which have fallen from the walls of LittleCottonwood Canyon. The quarrying consists of splitting up the blocksBABASABPATIL Page 12
  13. 13. CUSTOMER SATISFACTION AT ANANTA GRANITES Granite (pronounced) is a common and widely occurring type of intrusive, felsic,igneous rock. Granite has a medium to coarse texture, occasionally with some individualcrystals larger than the groundmass forming a rock known as porphyry. Granites can bepink to dark gray or even black, depending on their chemistry and mineralogy. Outcropsof granite tend to form tors, and rounded massifs. Granites sometimes occur in circulardepressions surrounded by a range of hills, formed by the metamorphic aureole orhornfels. Granite is nearly always massive (lacking internal structures), hard and tough, andtherefore it has gained widespread use as a construction stone. The average density ofgranite is 2.75 g/cm3 and its viscosity at standard temperature and pressure is ~4.5 • 1019Pa·s [1] The word granite comes from the Latin granum, a grain, in reference to thecoarse-grained structure of such a crystalline rock. Granite is classified according to the QAPF diagram for coarse grained plutonicrocks (granitoids) and is named according to the percentage of quartz, alkali feldspar(orthoclase, sanidine, or microcline) and plagioclase feldspar on the A-Q-P half of thediagram. True granite according to modern petrologic convention contains bothplagioclase and alkali feldspars. When a granitoid is devoid or nearly devoid of plagioclase the rock is referred toas alkali granite. When a granitoid contains <10% orthoclase it is called tonalite;pyroxene and amphibole are common in tonalite. A granite containing both muscoviteand biotite micas is called a binary or two-mica granite. Two-mica granites are typicallyhigh in potassium and low in plagioclase, and are usually S-type granites or A-typegranites. The volcanic equivalent of plutonic granite is rhyolite. Granite has poor primarypermeability but strong secondary permeability.BABASABPATIL Page 13
  14. 14. CUSTOMER SATISFACTION AT ANANTA GRANITESChemical composition A worldwide average of the average proportion of the different chemicalcomponents in granites, in descending order by weight percent, is:[2] • SiO2 — 72.04% • Al2O3 — 14.42% • K2O — 4.12% • Na2O — 3.69% • CaO — 1.82% • FeO — 1.68% • Fe2O3 — 1.22% • MgO — 0.71% • TiO2 — 0.30% • P2O5 — 0.12% • MnO — 0.05%Based on 2485 analyses.OccurrenceBABASABPATIL Page 14
  15. 15. CUSTOMER SATISFACTION AT ANANTA GRANITES Granite is currently known only on Earth where it forms a major part ofcontinental crust. Granite often occurs as relatively small, less than 100 km² stock masses(stocks) and in batholiths that are often associated with organic mountain ranges. Smalldikes of granitic composition called haplites are often associated with the margins ofgranitic intrusions. In some locations very coarse-grained pegmatite masses occur withgranite.Granite has been intruded into the crust of the Earth during all geologic periods, althoughmuch of it is of Precambrian age. Granitic rock is widely distributed throughout thecontinental crust of the Earth and is the most abundant basement rock that underlies therelatively thin sedimentary veneer of the continents.OriginBABASABPATIL Page 15
  16. 16. CUSTOMER SATISFACTION AT ANANTA GRANITES Granite is an igneous rock and is formed from magma. Granitic magma has manypotential origins but it must intrude other rocks. Most granite intrusions are emplaced atdepth within the crust, usually greater than 1.5 kilometers and up to 50 km depth withinthick continental crust. The origin of granite is contentious and has led to varied schemesof classification. Classification schemes are regional; there is a French scheme, a Britishscheme and an American scheme. This confusion arises because the classificationschemes define granite by different means. Generally the alphabet-soup classification isused because it classifies based on genesis or origin of the magma.Geochemical originsGranitoids are a ubiquitous component of the crust. They have crystallized from magmasthat have compositions at or near a eutectic point (or a temperature minimum on acotectic curve). Magmas will evolve to the eutectic because of igneous differentiation, orbecause they represent low degrees of partial melting. Fractional crystallization serves toreduce a melt in iron, magnesium, titanium, calcium and sodium, and enrich the melt inBABASABPATIL Page 16
  17. 17. CUSTOMER SATISFACTION AT ANANTA GRANITESpotassium and silicon - alkali feldspar (rich in potassium) and quartz (SiO2), are two ofthe defining constituents of granite. This process operates regardless of the origin of the parental magma to thegranite, and regardless of its chemistry. However, the composition and origin of themagma which differentiates into granite, leaves certain geochemical and mineralevidence as to what the granites parental rock was. The final mineralogy, texture andchemical composition of a granite is often distinctive as to its origin. For instance, agranite which is formed from melted sediments may have more alkali feldspar, whereas agranite derived from melted basalt may be richer in plagioclase feldspar. It is on this basisthat the modern "alphabet" classification schemes are based.Ascent and emplacement The ascent and emplacement of large volumes of granite within the uppercontinental crust is a source of much debate amongst geologists. There is a lack of fieldevidence for any proposed mechanisms, so hypotheses are predominantly based uponexperimental data. There are two major hypotheses for the ascent of magma through thecrust: • Stokes Diapir • Fracture PropagationOf these two mechanisms, Stokes diapir was favored for many years in the absence of areasonable alternative. The basic idea is that magma will rise through the crust as a singlemass through buoyancy. As it rises it heats the wall rocks, causing them to behave as apower-law fluid and thus flow around the pluton allowing it to pass rapidly and withoutmajor heat loss (Weinberg, 1994). This is entirely feasible in the warm, ductile lowercrust where rocks are easily deformed, but runs into problems in the upper crust which isfar colder and more brittle. Rocks there do not defor expend far too much energy inheating wall rocks, thus cooling and solidifying before reaching higher levels within thecrust.BABASABPATIL Page 17
  18. 18. CUSTOMER SATISFACTION AT ANANTA GRANITES Nowadays fracture propagation is the mechanism preferred by many geologists asit largely eliminates the major problems of moving a huge mass of magma through coldbrittle crust. Magma rises instead in small channels along self-propagating dykes whichform along new or pre-existing fault systems and networks of active shear zones(Clemens, 1998)[6]. As these narrow conduits open, the first magma to enter solidifies andprovides a form of insulation for later magma. Granitic magma must make room for itself or be intruded into other rocks in order toform an intrusion, and several mechanisms have been proposed to explain how largebatholiths have been emplaced: • Stopping, where the granite cracks the wall rocks and pushes upwards as it removes blocks of the overlying crust • Assimilation, where the granite melts its way up into the crust and removes overlying material in this way • Inflation, where the granite body inflates under pressure and is injected into position Most geologists today accept that a combination of these phenomena can be used toexplain granite intrusions, and that not all granites can be explained entirely by one oranother mechanism.Natural Radiation Granite is a natural source of radiation, like most natural stones. However, somegranite has been reported to have higher radioactivity thereby raising some concernsabout their safety. Some granites contain around 10 to 20 parts per million of uranium. By contrast,more mafic rocks such as tonalite, gabbro or diorite have 1 to 5 ppm uranium, andlimestones and sedimentary rocks usually have equally low amounts. Many large graniteplutons are the sources for palaeochannel-hosted or roll front uranium ore deposits, wherethe uranium washes into the sediments from the granite uplands and associated, oftenBABASABPATIL Page 18
  19. 19. CUSTOMER SATISFACTION AT ANANTA GRANITEShighly radioactive, pegmatites. Granite could be considered a potential naturalradiological hazard as, for instance, villages located over granite may be susceptible tohigher doses of radiation than other communities. Cellars and basements sunk into soilsover granite can become a trap for radon gas, which is heavier than air and is formed bythe decay of uranium. Radon can also be introduced into houses by wells drilled intogranite. Radon gas poses significant health concerns, and is the #2 cause of lung cancer inthe US behind smoking However, in the majority of cases, although granite is a significant source ofnatural radiation as compared to other rock it is not thought an acute health threat orsignificant factor Various resources from national geological survey organizations are accessibleonline to assist in assessing the risk factors in granite country and design rules relating, inparticular, to preventing accumulation of radon gas in enclosed basements and dwellings. "A study of Granite Countertops by National Health and Engineering Inc of USA[1], undertaken in November, 2008 however, did not find a single granite that poses anyhealth risk. Quantities of radon and radiation emitted by stones included in the analysisall fell well below average outdoor background levels that are commonly found in theUnited States. Scientists conducted more than 400 tests of 115 different varieties ofgranite countertops, including stones cited in media reports as being potentiallyproblematic. The stones tested include types of granite that comprise approximately 80percent of the annual U.S. market share for granite countertops, based on the most recentmarket data available." The Red Pyramid of Egypt (c.26th century BC), named for the light crimson hueof its exposed granite surfaces, is the third largest of Egyptian pyramids. MenkauresPyramid, likely dating to the same era, was constructed of limestone and granite blocks.The Great Pyramid of Giza (c.2580 BC) contains a huge granite sarcophagus fashioned of"Red Aswan Granite." The mostly ruined Black Pyramid dating from the reign ofAmenemhat III once had a polished granite pyramidion or capstone, now on display inBABASABPATIL Page 19
  20. 20. CUSTOMER SATISFACTION AT ANANTA GRANITESthe main hall of the Egyptian Museum in Cairo (see Dahshur). Other uses in AncientEgypt include columns, door lintels, sills, jambs, and wall and floor veneer.[11] How theEgyptians worked the solid granite is still a matter of debate. Dr. Patrick Hunt[12] has postulated that the Egyptians used emery shown to havehigher hardness on the Mohs scale. Many large Hindu temples in southern India, particularly those built by the 11thcentury king Rajaraja Chola I, were made of granite. There is a large amount of granite inthese structures. They are comparable to the Great Pyramid of Giza. Various resources from national geological survey organizations are accessibleonline to assist in assessing the risk factors in granite country and design rules relating, inparticular, to preventing accumulation of radon gas in enclosed basements and dwellings. "A study of Granite Countertops by National Health and Engineering Inc of USA[1], undertaken in November, 2008 however, did not find a single granite that poses anyhealth risk. Quantities of radon and radiation emitted by stones included in the analysisall fell well below average outdoor background levels that are commonly found in theUnited States. Scientists conducted more than 400 tests of 115 different varieties ofgranite countertops, including stones cited in media reports as being potentiallyproblematic. The stones tested include types of granite that comprise approximately 80percent of the annual U.S. market share for granite countertops, based on the most recentmarket data available."Modern Building Granite has been extensively used as a dimension stone and as flooring tiles inpublic and commercial buildings and monuments. Because of its abundance, granite wascommonly used to build foundations for homes in New England. The Granite Railway,Americas first railroad, was built to haul granite from the quarries in Quincy,Massachusetts, to the Neponset River in the 1820s. With increasing amounts of acid rainin parts of the world, granite has begun to supplant marble as a monument material, sinceBABASABPATIL Page 20
  21. 21. CUSTOMER SATISFACTION AT ANANTA GRANITESit is much more durable. Polished granite is also a popular choice for kitchen countertopsdue to its high durability and aesthetic qualities. Curling stones are traditionally fashioned of Ailsa Craig granite. The first stoneswere made in the 1750s, the original source being Ailsa Craig in Scotland. Because of theparticular rarity of the granite, the best stones can cost as much as US$1,500. Between60–70 percent of the stones used today are made from Ailsa Craig granite, although theisland is now a wildlife reserve and is no longer used for quarrying.[14]In the field of Engineering Engineers have traditionally used polished granite surfaces to establish a plane ofreference, since they are relatively impervious and inflexible. Sandblasted concrete with aheavy aggregate content has an appearance similar to rough granite, and is often used as asubstitute when use of real granite is impractical. A most unusual use of granite was inthe construction of the rails for the Haytor Granite Tramway, Devon, England, in 1820.Granite resources of karnatakaKarnataka is endowed with rich varieties of resources. Approximately one hundredvarieties of rocks are available in karnataka. Granite with pleasing textures and colorapart from the attractive gneisses, migmatites and sober dyke rocks are abundantlyavailable. Geomorphologically the investigations have indicated the availability ofornamental granite is in the districts of Bangalore, mysore, chamarajnagar, tumkur, kolar,bellary, raichur, koppal, bagalkot, hassan, chickmagalur and dakshina kannada. Importantavailable varieties are pink granite, multi colour granite, black granite, Hassan green,granite porphery, synites, hornblende granite, grey granite. They have pleasing colouruniformity in texture and structure, ability to take polish, ability to yield thin and largeslab on cutting are some important properties of granites.BABASABPATIL Page 21
  22. 22. CUSTOMER SATISFACTION AT ANANTA GRANITES  BANGALORE DISTRICT 1. Kanakpura taluk Pink multicolored 2. Magadi taluk Gneiss 3. Ramnagaram taluk Pink, multi colour gneiss 4. Nelamangala taluk Pink, multi gneiss  Dharwad district 1. Shiratti taluk Grey granite 2. Ron taluk Brownish prophyry  Gulbarga district 1. Shahpur taluk Pink granite 2. Shorapur taluk Pink and grayish pink  Hassan district 1. Belur taluk Dyke 2. Hassan taluk Dyke  Kolar district 1. Gudibhanda taluk Grey granite 2. Bhintamani taluk Grey granite 3. Bangarapet taluk Grey granite, Dyke  Mysore district 1. Chamarajanagar taluk Dyke 2. MM hills taluk Dyke 3. Periyapatna taluk Yellow granite 4. TN pura taluk Yellow granite  Bellary district 1. Tekkalkot taluk Pink granite, Grey 2. Singadevanahalli Pink granite, Grey  Bagalkot district 3. Hungund taluk Pink granite, multi Colored granite & catseye  Koppal district 1. Koppal taluk Pink 2. Yelburga taluk Porphery green granite Pink, grey & black granite & pink gneiss  Chitradurga district 1. Chitradurga district Grey graniteBABASABPATIL Page 22
  23. 23. CUSTOMER SATISFACTION AT ANANTA GRANITESCOMPANY PROFILEANANTA GRANITES is a manufacturer of granite tiles, it sales all types of granite tilesin the national market.Name of the FIRM : ANANTA GRANITESLocation : S.NO.67/A, Plot no.2, Tondihal ILKAL- 587 125 Dist: Bagalkot (Karnataka) Tq : HunagundTin : 29230741014Telephone : 9886308335, 9448913723Type of unit : Partnership firmYear of Establishment : 2007Total area covered : 16000 sq.ftNumber of employees : 20Approximate production p.a : 120000 tiles p.aApproximate sales p.a : 100000-110000 tiles p.aTotal customers : 100% national orientedPresent turn over : 6.5 - 7 lakhs p.mCompetitors : Rahul Granites, Pooja GranitesManaging Director : Mr. Mohan chavanBABASABPATIL Page 23
  24. 24. CUSTOMER SATISFACTION AT ANANTA GRANITESVISIONThe vision of the firm is to be one of the most outstanding companies in the nationalmarket and to render maximum satisfaction to customers by providing qualitative tiles.MISSIONThe firm’s mission is to be a market leader and to extract maximum market shareAnd to develop newer, better and more efficient goods in this innovative and challengingenvironmentBABASABPATIL Page 24
  25. 25. CUSTOMER SATISFACTION AT ANANTA GRANITESPRODUCT LINE ANANTA GRANITES sales all the varieties of granite tiles and is one of theleading manufacturing concern of granite tiles in Ilkal. NAME: MUDGHAL GREY SLABCOLOR: GREY WITH BLACK SPOTS SIZE: AS PER CUSTOMER SPECIFICATION NAME: RAJESHREECOLOR: PINK SIZE: AS PER CUSTOMER SPECIFICATIONBABASABPATIL Page 25
  26. 26. CUSTOMER SATISFACTION AT ANANTA GRANITES NAME: RUBY RED COLOR: RED SIZE: AS PER CUSTOMER SPECIFICATION NAME: CATS EYE COLOR: BROWN SIZE: AS PER CUSTOMER SPECIFICATIONBABASABPATIL Page 26
  27. 27. CUSTOMER SATISFACTION AT ANANTA GRANITES HISTORY OF ANANTA GRANITESINTRODUCTION: ANANTA GRANITES is a Partnership firm is very well known in the field ofgranites in the national market. It was set up in 28th June 2007 and is located at Ilkal cityin Bagalkot district.ANANTA GRANITES mainly concentrates in the production of Himalayan blue, mudgalgrey, catseye, rajeshree etc. Ilkal has become famous in the national and internationalmarket because of granites exported with production of granite tiles taking the rawmaterial from surrounding quarries.ANANTA GRANITES has started with 4 partners that is Mr. Mohan, Mr. Nagaraj, Mr.Raju and Mr Munna and all of them are active partners. The production is 120000 tilesapproximately per annum with the turnover of 7,00,000 per month. Now a day thedemand for granites is increasing at a high speed.Following are some of the Granites Factories with ProfileFactories Year of Initial No of Production Turnover establishment investment employees per annualPooja 2007 1.2 Lakhs 20 38400sqft 1,32,00,000granitesSaka 1992 35 Lakhs 30 30000sqft 55,00,000GranitesNetravati 2001 80 Lakhs 40 14400 cu mt 10,00,00,000tilesIndustriesTROLLYBABASABPATIL Page 27
  28. 28. CUSTOMER SATISFACTION AT ANANTA GRANITES This Trolley takes the raw blocks to the Cutting machine to cut them into tiles.ESTABLISHMENT: The four partners as mentioned above established ANANTA GRANITES on 28 thJune 2007 and started production from 19th august 2007 with 15 employees in Ilkal citywhich is surrounded by nearly 150 granite factories not only in Ilkal but also near byvillages.OBJECTIVE: Objective refers to the basic idea and goal with which any firm isestablished. We can even say it is a reason behind the establishment of any firm. And aswe know it very well that every firm has one or the other objective behind itsestablishment, in the same way Pooja granite Industries is also established with anobjective to provide ‘good quality of granite slabs with reasonable price as per thestandards and specifications provided by the customers and to contribute to the socialwelfare of the society’.LOCATION:BABASABPATIL Page 28
  29. 29. CUSTOMER SATISFACTION AT ANANTA GRANITES Location is any area where the industry or firm is set up to carryout its activities more conveniently and economically. Location of any firm plays animportant role in controlling costs or expenses. A firm must be located in an area wherethe transport facility, power facility, etc is easily available. ANANTA GRANITES is located near by highway which connects to differentcities; power facility is also made at work place with good infrastructure facility. Thecompany is also providing accommodation to its employees with lights and fans facility.In short we can say that the firm provides very healthy and lively environment to work,which we can say is an ideal working environment for any employee to work in the firm. The firm has separate office for business transactions andsometimes during the excess production of tiles they are stored in office also. There areseparate quarters for employees to reside.CAPITAL: Capital means a business’s total amount of money and property meant for usein ways or activities that are intended to produce wealth. Capital is nothing but thefinance or funds invested and required to run a business. It is very well said that capital isthe life blood of any business firm. And we know it very well that it is highly impossibleto run a business without capital. So capital plays very important role and need very goodknowledge and experience to make capital investment decisions. ANANTA GRANITES invested Rs. 1.50 crore initially and sources used to raisethe funds were from banks and own funds. The firm raised 65% of its total capital frombanks and the remaining funds from indigenous lenders and owned funds. The firm hasinvested Rs.80 lakhs for plant and machineries. Each machinery cost Rs.15 lakhs. Thecompany maintains stock of raw materials worth Rs.30 lakhs and finished goods worthRs.25 lakhs. The firm maintains working capital of Rs.40 lakhs per year.FIXED ASSETS:BABASABPATIL Page 29
  30. 30. CUSTOMER SATISFACTION AT ANANTA GRANITES The investment made in the fixed assets that are required for permanentuse in the enterprise. Fixed assets are nothing but the immovable property related tobusiness activity, which is owned by the firm. These fixed assets include land andbuilding, plant and machineries, etc. ANANTA GRANITES has its own land and building to carry out itsbusiness activities. The firm has also invested Rs.80 lakhs in plant and machineries. Thefirm owns 3 machines each cost Rs.15 lakhs. And it also has 3 polishing machines eachcost of Rs.100000 i.e. Rs. 300000. The output given by each machine is 120000 sqft permonth. And it has one edge cutting machine costing 200000.MANPOWER: In manpower the entrepreneur ensures that he has the right number of people and right kind of people with appropriate skills at the right place and the right time to do work for which they are economically most suitable. Manpower means human resource that is employees, which constitutes the heart and soul of any business. Human resources are the real assets of any firm. When asked to one of the well known businessman regarding theimportance of man power, he sharply answered that ‘take away all my money, take awayall my immovable property, take away my entire business, take away everything butleave only my employees because if they are there with me I can rebuild my business,which will be more stronger than this one as we know man power is the key resource toany business. ANANTA GRANITES provides employment to 20 employees, whichincludes personal accountant, production manager, sales manager, machine operator, etc.It makes payment to its employees on monthly basis. Manager gets his salary on monthlybasis. Accountant gets fixed amount for preparing the accounts. And the rest of theemployees gets fixed amount of wages on monthly basis. The company divides the workof 20 employees in 2 shifts. The first shift is from morning 10 to evening 8, and itBABASABPATIL Page 30
  31. 31. CUSTOMER SATISFACTION AT ANANTA GRANITESconsists of 10 workers. The second shift is from night 8 to morning 6, and it consists ofremaining 10 workers.TARGET CUSTOMERS: Target customers are the actual customers, who form a particular segment ofthe market and these customers produce products keeping in mind the requirements andthe standards specified. The target customers of ANANTA GRANITES are projects like Shoppingmalls, Apartments, used in temples etc.INVENTORY: Inventory refers to those goods which are held for eventual sale by thebusiness enterprise. In other words inventories are stocks of the product a firm ismanufacturing for sale and components that make up the product. Thus inventories forma link between the production and sale of product. Inventory is nothing but maintainingthe stock of the raw materials and other required materials to carry out productionactivities. Inventory plays very important role to carry out the production activitycontinuously and to meet the increasing demands of the customers at any time. ANANTA GRANITES maintains the stock of raw materials worth Rs.35 lakhs, stock of finished goods worth Rs. 25 lakhs and the working capital is 35 lakhs.DISTRIBUTION CHANNELBABASABPATIL Page 31
  32. 32. CUSTOMER SATISFACTION AT ANANTA GRANITES Production is for consumption. Having produced the products these need to bemade available to the final users of the product i.e. the consumers scattered in largegeographical areas. Since many a times it becomes extremely difficult if not impossibleto reach the customers on its own the firm needs the help of marketing intermediaries likewholesalers and retailers to reach their products to the final customers. Theseintermediaries serve as channels to reach the products to the customers. Network ordistribution channel is the process or steps undertaken by the firm, which includes themovement of finished goods from production point to the consumption that is to the finalconsumers. Since from its inception ANANTA GRANITES follows the directmarketing as well as 1 level channel. Manufacturing Manufacturing Customer Dealers CustomerThe firm sells its products directly to customers or through dealers, to the far places likeBangalore, Delhi, Kolkata, Chennai, Kerala, Surat, etc. This is how the firm distributes itsproducts and reaches the final customers.PRODUCTIONBABASABPATIL Page 32
  33. 33. CUSTOMER SATISFACTION AT ANANTA GRANITES Production deals with the relationship between the input and output. Theprocess includes the blasting of raw rocks and making from into the fine blocks, whichare ready to export, and polishing purpose. The raw materials, which are left after makingthe blocks, are stored in a unwanted place and this place is called as dump yard thedistance between the dump yard and the production place should be 0.5 km to 2km. The company purchases raw blocks from quarries and cut them in to finetiles and after cutting the tiles are sent to polishing unit, these polished tiles are stored in agodown and are ready to sell. Quality with affordable price is the main motto ofANANTA GRANITES. The company is mainly producing pink rajeshree, ruby red, mudgal grey,and other available colors of tiles. Production process is carried on high technology machines etc were thesemachines cost around 80 lakhs.RAW MATERIALBABASABPATIL Page 33
  34. 34. CUSTOMER SATISFACTION AT ANANTA GRANITES ANANTA GRANITES purchases all its raw materials from the supplier’s atBALKUNDIBABASABPATIL Page 34
  35. 35. CUSTOMER SATISFACTION AT ANANTA GRANITESCUTTING MACHINE There are totally 3 main cutting machines in the company. These are water cuttingmachines. These machines cut the raw blocks into tiles of particular size specified by thecustomers. The following are the different sizes of tiles.Length and breadthThe tiles size is two by one feet of all the tilesBABASABPATIL Page 35
  36. 36. CUSTOMER SATISFACTION AT ANANTA GRANITESPOLISHING UNITIn ANANTA GRANITES there are totally 3 polishing units. Each unit costing nearly 15lakhs rupees. The polished granites tiles are packed in a systematic manner to avoid thebreakage of tiles. Then these are ready for export to national and international market. There are no of workers working in the polishing factory. The workers aredivided on their work done, cutting men is separate one who has experience in cutting theblocks the polishing worker is been appointed separately for polishing the granite tiles. The polishing process required high technique machineries for cutting andpolishing. The water is required in the cutting and sizing the granite tiles. MARKETING DEPARTMENTSBABASABPATIL Page 36
  37. 37. CUSTOMER SATISFACTION AT ANANTA GRANITESMarketing management in ANANTA GRANITES. Marketing is a philosophy of consumer oriented venture in which managersmake decisions to assure customer satisfaction as their top priority and it’s a total systemof interacting business activities designed to plan, price, promote and distribute wantsatisfying products and services to present the potential customers. “Objectives” 1. To understand the importance of marketing in ANANTA GRANITES. 2. To forecast the future demand of tiles. 3. To identify target markets. 4. To identify the common marketing problem faced by the company. 5. To identify the marketing process of the company. 6. To understand the significance of service marketing. 7. To identify the prevailing export environment and procedures, formalities, and documentation required for exports.Importance of Marketing 1. It is totally depends on personal efforts and resources, making it informal and flexible. 2. To identify customer needs and wants 3. Satisfying the customer needs and wants of the customer. 4. Understanding the prevailing market conditions.Problems faced by the companyBABASABPATIL Page 37
  38. 38. CUSTOMER SATISFACTION AT ANANTA GRANITES 1. Local and limited market: The Company is facing marketing problem in local and limited market due to more competition. 2. Heavy competition: due to heavy competition it has became difficult to attract customers. 3. Lack of sales force: The Company cannot afford to maintain a well-oiled because of selling expense will be increasing. 4. Lack of transportation: In this area we are not got the all transportation facilities, we have using only road transport.Marketing mix elements: There are number of aspects involved in marketing a product. Some of themare controllable and others are uncontrollable. It is the combination of 4 P’s viz  Product  Price  Promotion  PlaceBABASABPATIL Page 38
  39. 39. CUSTOMER SATISFACTION AT ANANTA GRANITES • Product: The product consists of the policies and procedures relating to the product times to be offered and services to be rendered. It also includes research and development programmes and the new product policy. It includes everything a customer gets design, quality, packaging. ANANTA GRANITES design on the basis of customer order and company preparing different size on basis of customer order. Types of tiles 1. Ruby red 2. Cats eye 3. Mudgal grey 4. NH 5. Rajeshree 6. Himalayan blue 7. RBI 8. C.K 9. P.G Quality: the Company maintaining good quality in the field of granite products. Packaging: packing is considered as an important element of product mix. ANANTA GRANITES material firm uses to pack the tiles is card board boxes which are packed by using gum tape.BABASABPATIL Page 39
  40. 40. CUSTOMER SATISFACTION AT ANANTA GRANITES Price: This element of marketing mix consists of the policies and procedures relating to the price level, price specification, and the price policy .The company charges the amount of money to the granite tiles, or the sum of the values that consumers exchange for the benefits of the of having or using the product or services.  Ruby red Rs.45/tile  Cats eye Rs.65/tile  Mudgal grey Rs.36/tile  NH Rs.45/tile  Rajeshree Rs.36/tile  Himalayan blue Rs.45/tile  RBI Rs.65/tile  C.K Rs.35/tile  P.G Rs.45/tileANANTA GRANITES has adopted penetration pricing strategy. • Promotion: This element includes special selling plans or devices directed at or through the trade, form of devices for consumer promotions and trade promotions. The company providing transportation facilities on the basis of bulk orders. • Place: This element includes policies and procedures relating to the channels to be used between the plant and the consumer, the degree of selectivity among wholesalers and retailers and attempts to co- operation of trade.BABASABPATIL Page 40
  41. 41. CUSTOMER SATISFACTION AT ANANTA GRANITESTRANSPORTATION The sized blocks and granites tiles are transported to the for away places through Lorries. The sized blocked and tiles are exported to the foreign countries through ship, up to the ship or port the transport is made through Lorries. Lorries till karwar carry transport of tiles and polished tiles and then the shipment is done to different countries by ship. The transport of blocks is done through the permit. This is obtained from the concerned authorities. The firm bears the transportation cost and traveling cost, ere the workers are allowed free services to the co and from co. to their places. COMPETATION ANANTA GRANITES faces heavy competitions as there are many graniteindustries in ilkal. But the firm mainly faces competition from following industries. • Pooja Granites • Govardhan Granites • Rahul Granites MEDICAL FACILITY Every company or industry has its own medical facilities provided to the workers in the company like wise the Gem Company. Has also medical facilities provided to the workers. The company has its own separate dispensary, were the qualified and experienced medical officers has been appointed. The medical facilities are provided to the workers, if following conditions is there: • If there is any injury during the blasting process • If there is any accident by the vehicle while working in the company • If there are any injuries while working in the machinery repairs. • If there is any injury while working in the dept of the quarry • If there is any injury working in the electrical department. The medical facility is provided to workers is at the cost of the free services the workers don’t incurs the cost.BABASABPATIL Page 41
  42. 42. CUSTOMER SATISFACTION AT ANANTA GRANITES LEAVES Every worker or employees require the leaves, which may be official or personal. The co. is also providing the leaves facility to the employee working in the company. There are 12 casual leaves and 15 sick leaves provided by the co. to the employees for every year for every 200 working days, the company has provided I day leave for every 20 days. More leaves are provided if the employees or workers are suffering from the diseases like fever, malaria, typhoid, and other diseases. If they provide medical certificate to the co. the company has the authority to deduct the absent salary from their monthly salary. The company provides the finance facility for the employee whois sick for long days. The medical leaves are provided to the workers or employee on theirsickness Selection procedure of the employees: The firm selects the employees required for the concerned jobs through the selection procedure. The procedure is as follows: 1] Job analysis: It refers to the study if job in terms of duties, responsibilities, risks and other factors associated with each kindle of job. It is the basis for the selecting the right candidate to the right job. It is essential to finalize the job analysis, job description, job satisfaction and employee satisfaction before proceeding to the next step. 2] Recruitment: It refers to the process of searching fork prospective employee and stimulating them to apply for jobs to the co. Selection of right no and kind of candidate depends upon affective requirements. BABASABPATIL Page 42
  43. 43. CUSTOMER SATISFACTION AT ANANTA GRANITES 3] Application form: It is also known as application blank it is widely accepted techniques for securing information from the prospective candidates. The co. asks the applicant to apply on white paper giving particular about his name, date of birth, mailing address, education, qualification, experience, etc. Contents of Application Form: Personal background information A. Education attainment B. Work experience C. Salary expected. PERFORMANCE APPRAISAL Appraising performance of individuals, groups and organization has become a common Patrice. The co has it’s own appraisal method. The employers has to evaluate officer has to appraise the performance of their subordinates In this the performance appraise is done in a systematic and planned manner. The term performance refers to the degree of accomplishments of the job or ultimate result, on the other hand the term appraisal refer on the evaluation of or assessment of work being done in terms of quality, quantity, honest and working capacity, etc. Content of the performance Appraisal:-BABASABPATIL Page 43
  44. 44. CUSTOMER SATISFACTION AT ANANTA GRANITES It depends upon the nature and level of job. It is not uniform for all types of jobs. 1] Regularity of attendance 2] Leadership style 3] Ability to work with others 4] Initiative 5] Technical skill 6] Judgment skills 7] Area of work interest.BABASABPATIL Page 44
  45. 45. CUSTOMER SATISFACTION AT ANANTA GRANITES ORGANIZATION CHART Proprietor General Manager Personal Accountant Production Manager Sales manager Cutting department Polishing department Labours Edge cuttingScope and Limitations of the ResearchThe study is constrained only to customer satisfaction..Analysis of primary data is done on the assumption that the answers given by the respondents are true and correct.Time and Resource Constraints.BABASABPATIL Page 45
  46. 46. CUSTOMER SATISFACTION AT ANANTA GRANITESOBJECTIVES OF THE STUDY The main objective of the study in ANANTA GRANITES is • To know the satisfactory level of customers. • To establish various strategies to enhance the satisfactory level of customer. • To find out the reasons for the dissatisfaction of customers(if any) • To know the preference of customer towards different products of the company. • To know at what prices customers favour to purchase our tilesRESEARCH METHODOLOGY:- Problem statement: Now a days there is a heavy competition in each and every field andthe granite industry is one of the fast developing industries, it also faces the competition.Now-a- days granite industries are established even in small towns, which are helping toprovide employment opportunities in the local areas. Customer satisfaction plays a major role in the success of anybusiness. Therefore the research, which I have undertaken is to calculate the level ofsatisfaction of the customers of ANANTA GRANITES. Type of Research: The research is primarily quantitative in nature. The study is based on datacollected through structure questionnaire from the respondents and interviews conductedwith the respondents.METHODOLOGYBABASABPATIL Page 46
  47. 47. CUSTOMER SATISFACTION AT ANANTA GRANITESTools of data collection Data is any information – facts, concepts, and sensation represented in a formalmanner, suitable for communicating, interpreting, or processing. Data is the base forevery research work. The data collected for the purpose of analysis include both primaryand secondary data.1) Primary Data: The primary data has been collected at first hand through directpersonnel interviews, using structured questionnaires. The information is collected fromsampling from sampling that allows concentrating on customers and hence devoting moreenergy to ensure that the information collected is accurate one. Primary data has beencollected directly from the respondents and the proprietor of the firm.2) Secondary Data: I collected the information about the history of the Graniteindustries with the help of Internet service. And I don’t have any secondary dataregarding ANANTA GRANITES.Research Techniques:-Structured QuestionnairePersonal InterviewsStatistical Tools. Tables / ChartSample unit: The study is conducted in ANANTA GRANITES in Ilkal city on followingdepartments.Production departmentPolishing departmentMarketing departmentSample size: Sample Size: 100Sampling Technique:BABASABPATIL Page 47
  48. 48. CUSTOMER SATISFACTION AT ANANTA GRANITESThe research technique used is Stratified Random Method.Sampling ProfileEducatedEarning Good IncomeGood LifestyleSample unit: The study is conducted in ANANTA GRANITES in Ilkal city on followingdepartments.Production departmentPolishing departmentMarketing departmentSample size: Sample Size: 100 The sample size, which is taken for the study is of 100 customers at ANANTAGRANITES and was randomly selected. These samples were been provided with acomplete set of questions on which the information was elicited and their response wasrecorded. A questionnaire was drafted in such a way that it covered the various aspects ofthe required subject. SWOT ANALYSISBABASABPATIL Page 48
  49. 49. CUSTOMER SATISFACTION AT ANANTA GRANITES STRENGTHS • Good quality products • Favorable working hours. • Good working conditions • Favorable environment • Easy transportation • Good infrastructure. • Goodwill of the firm. WEAKNESSES • Lack of skilled labors. • Problem of power OPPORTUNITIES • Provides employment opportunities • Wide market area. THREATS • Establishment of more granite industries. • Large number of competitorsBABASABPATIL Page 49
  50. 50. CUSTOMER SATISFACTION AT ANANTA GRANITES ANALYSIS AND INTERPRETATION 1. Occupation of the customer?Particulars Respondents PercentageBABASABPATIL Page 50
  51. 51. CUSTOMER SATISFACTION AT ANANTA GRANITESBusiness man 59 59%Professional 03 3%Employee 29 29%other 09 09 Analysis: On the basis of above table 59% of the respondents are Business man and 3% of the respondents are professionals, 29% are employees and others are 9%. 60 50 40 30 20 10 0 businessmen professsional employee others INTERPRETATION: By conducting survey regarding the occupation of the respondents, 59% of the respondents are Business man and 3% of the respondents are professionals, 29% are employees and others are 9%. 2. How often you visit ANANTA GRANITES?Particulars Respondents PercentageDaily 02 02%BABASABPATIL Page 51
  52. 52. CUSTOMER SATISFACTION AT ANANTA GRANITESWeekly 25 25%Fortnightly 40 40%monthly 33 33% 40 35 30 25 20 15 10 5 0 daily weekly fortnightly monthlyAnalysis: On the basis of above table 2% of the respondents are coming daily, 25% ofrespondents are coming weekly and 40% of the respondents are coming fortnightly and33% of respondents are visiting monthly to ANANTA GRANITES . INTERPRETATION:By conducting survey regarding the visiting of customers to ANANTA GRANITES theoutcome was 2% of the respondents are coming daily, 25% of respondents are comingweekly and 40% of the respondents are coming fortnightly and 33% of respondents arevisiting monthly to ANANTA GRANITES.3. What range of tiles do you prefer?BABASABPATIL Page 52
  53. 53. CUSTOMER SATISFACTION AT ANANTA GRANITES Particulars Rs. 30-35 Rs.40-50 Rs.55-65 Rs.65& above Respondents 45 30 18 07 percentage 45% 30% 18% 07%Analysis: On the basis of above table 45% of the respondents prefer Rs.30-35, 30% of therespondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, 7% of therespondents prefer above 65 Rs. 50 40 30 20 10 0 Rs.30-35 Rs.40-50 Rs.55-65 Rs.65& aboveINTERPRETATION: By conducting survey regarding price preference of the tiles we come to know that 45% of the respondents prefer Rs.30-35, 30% of the respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, 7% of the respondents prefer above 65 Rs.4. Why do you purchase tiles from ANANTA GRANITES?BABASABPATIL Page 53
  54. 54. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Respondents PercentageFor sale 63 63%For own use 37 37%Analysis:On the basis of above table 63% of the respondents purchase tiles for further sale, and37% of the respondents purchase for own use. 70 60 50 40 30 20 10 0 for sale ow n useINTERPRETATION: By conducting the survey regarding the purchase decision of the tiles fromANANTA GRANITES it was found that 63% of the respondents purchase tiles forfurther sale, and 37% of the respondents purchase for own use.5. What factor made you to purchase tiles from ANANTA GRANITES?Particulars Respondents PercentageBABASABPATIL Page 54
  55. 55. CUSTOMER SATISFACTION AT ANANTA GRANITESquality 45 45%price 32 32%Easy transport 16 16%Nearness 7 7%Analysis:On the basis of above table 45% of the respondents purchase for quality, 32% for price,16% for easy transport and 7% due to nearness 45 40 35 30 25 20 15 10 5 0 quality price easy transport nearnessINTERPRETATION: By conducting the survey regarding the preferential factors of ANANTAGRANITES we came to know that 45% of the respondents purchase for quality, 32% forprice, 16% for easy transport and 7% due to nearness of the firm to their place. 6. Which of the distribution channel you are satisfied if the company provides? Particulars Respondents Percentage 2 level 28 28% 1 Level 54 54%BABASABPATIL Page 55
  56. 56. CUSTOMER SATISFACTION AT ANANTA GRANITES 0 Level 18 18%Analysis: On the basis of above table 28% of the respondents are satisfied with 2 level channel,54% of the respondents are satisfied with 1 level channel, 18% of the respondents aresatisfied with 0 level that is direct marketing. 2 level 1 level 0 levelINTERPRETATION: By conducting survey regarding the type of distribution channel the outcomewas 28% of the respondents prefer 2 level that is from manufacturer-broker-retailer-customer, 54% of the respondents prefer 1 level that is from manufacturer- dealer-customer because there are more number of businessman who act as dealers to reach thefinal consumers and 18% of the respondents prefer 0 level that from manufacturer-customer, because there are very less customers who buy them for self consumption. 7. Whether the company provides exchange facilities to you?Particulars Respondents PercentageYes Nil NilaNo 100 100%BABASABPATIL Page 56
  57. 57. CUSTOMER SATISFACTION AT ANANTA GRANITESAnalysis: On the basis of above table 100% of the respondents are not getting exchangefacility. Exchange Facility 120 100% 100 80 Respondents 60 40 20 0 0 Yes NoINTERPRETATION: After conducting survey regarding exchange facility to customers, the outcomewas pooja granite industries is not providing any exchange facilities to its customers,which means that 100% of customers said that they are not getting any exchange facilityfrom the company, because it is the responsibility of the customers to take care of theproducts delivered. 8. Do you recommend others to purchase tiles from ANANTA GRANITES?Particulars Respondents PercentageNo Nil NilBABASABPATIL Page 57
  58. 58. CUSTOMER SATISFACTION AT ANANTA GRANITESyes 100 100%Analysis: On the basis of above table 100% of the respondents said that they recommendothers to purchase tiles from ANANTA GRANITES Recommend 120 100% 100 80 Respondents 60 40 20 0 0 No YesINTERPRETATION: After conducting survey regarding whether they recommend other customers topurchase the tiles from ANANTA GRANITES 100% of the customers said that theyrecommend others to purchase. 9. Who influenced you to purchase tiles from ANANTA GRANITES?Particulars Ads Friends Family OtherBABASABPATIL Page 58
  59. 59. CUSTOMER SATISFACTION AT ANANTA GRANITES members dealersRespondents 30 49 21 0Percentage 30% 49% 21% 0% Analysis: On the basis of above table 30% of the respondents said that the ads influenced them 49% said friends influenced them, 19% said family members influenced them and none were influenced by other dealers. 50 40 30 20 10 0 Ads friends family members other dealer INTERPRETATION: By conducting survey regarding who influenced them to purchase tiles from ANANTA GRANITES 30% of the respondents said that the ads influenced them to purchase tiles, 49% said friends influenced them to purchase, 19% said family members influenced them and none were influenced by other dealers. 10. Do you get the delivery of tiles from ANANTA GRANITES at correct time?BABASABPATIL Page 59
  60. 60. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Respondents PercentageYes 100 100%No Nil NilAnalysis: On the basis of above table 100% of the respondents said that they get delivery oftiles on time. 120% 100% 100% 80% 60% Respondents 40% 20% 0% 0% Yes NoINTERPRETATION: When asked to customers that whether they get the delivery of tiles on time wecame to know that all the customers were satisfied with the delivery of tiles at right timefrom ANANTA GRANITES.11. How do you give orders to the company?BABASABPATIL Page 60
  61. 61. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Respondents PercentageMail 8 8%Telephone 68 68%Direct Contact 24 24%Fax Nil NilAnalysis: On the basis of above table 8% of the respondents give orders through mail, 68%of the respondents give orders through telephone and 24% of the respondents give ordersthrough direct contact. 70 60 50 40 30 20 10 0 m ail telephone direct contact faxINTERPRETATION: After conducting a survey on how do the customers give orders the company, theoutcome was that 8% of the customers give orders through mail, because these customersstay in far places like Delhi, Mumbai etc. 68% of the customers give orders throughtelephone, because these customers know about the company and they are old customerswho often buy from this company. and the rest 24% of the customers give orders bydirect contact, because these customers are new to the company and they give ordersthrough directly visiting the firm and none prefers fax for giving the orders.12. How is the customer relationship of ANANTA GRANITES.BABASABPATIL Page 61
  62. 62. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Respondents Percentageexcellent 38 38%Good 46 46%ok 16 16%Poor nil nilAnalysis: On the basis of above table 38% of the respondents said excellent about thecustomer relationship of ANANTA GRANITES, 46% said its good, 16% said ok. 50 40 30 20 10 0 excellent good ok poorINTERPRETATION: When we enquired about how is the customer relationship of ANANTAGRANITES we came to know that 38% of the customers were very impressed with thecustomer relationship and said it was excellent, 48% of the respondents said that it wasgood and 16% of respondents said it is ok.13. Are you satisfied with ANANTA GRANITES products?BABASABPATIL Page 62
  63. 63. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Respondents PercentageYes 100 100%No Nil NilAnalysis: On the basis of above table 100% of the respondents are satisfied towards theproduct. Satisfaction towards the product 120% 100% 100% 80% 60% Respondents 40% 20% 0 0% Yes NoINTERPRETATION: After conducting the survey regarding the satisfaction of customers towardsthe product that is the slabs, the outcome was that all the customers are satisfied, whichmeans that 100% customer satisfaction was achieved in this respect because the firmprovides the quality slabs as the size prescribed by the customers and at better price to itscustomers.14. What type of the tiles do you prefer to purchase from ANANTA GRANITES?BABASABPATIL Page 63
  64. 64. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Cats eye Ruby red Mudgal grey Rajeshree OthersRespondents 22 26 8 38 6percentage 22% 26% 8% 38% 6% Analysis: On the basis of above table 22% of the respondents prefer Cats eye, 26% of the respondents prefer Ruby red, 8% of the respondents prefer Mudgal grey, 38% of the respondents prefer Rajeshree and 6% of the respondents prefer other types of slabs. Respondents 40 38 no.of respondents 35 30 26 25 22 20 Respondents 15 10 8 6 5 0 Cats eye Ruby red Mudgal grey Rajeshree Others Types of slabs INTERPRETATION: By conducting survey regarding what type of the slabs the customers prefer the response was 22% of the customers prefer Catseye, because it is costlier and used for decorative purpose like mouldings, borders and walls. 26% of the customers prefer Ruby red, because it is a commercial material and is used in selected places in south. 8% of the customers prefer Mudgal grey, because it is used only in houses. 38% of the customers prefer Rajeshree, because it is also a commercial product used maximum in shopping molls and big apartments and it is hard material than other state slabs and the rest prefer other type of slabs, like Gem red, Himalayan blue etc 14. Does the firm provide credit facility to you? BABASABPATIL Page 64
  65. 65. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Respondents PercentageYes 86 86%No 14 14%Analysis: On the basis of above table 86% of the respondents are getting credit facility andthe rest 14% of the respondents are not getting credit facility. 100 80 60 40 20 0 yes noInterpretation : when we asked the customers regarding whether ANANTAGRANITES provides credit facility 86% of the respondents said that ANANTAGRANITES provides credit facility and 14% of the respondents said that it does notprovide credit facility.15. Do you face any problems while purchasing tiles from ANANTA GRANITES?BABASABPATIL Page 65
  66. 66. CUSTOMER SATISFACTION AT ANANTA GRANITESParticulars Respondents PercentageYes 0 0%No 100 100%Analysis: On the basis of above table all the customers said that they don’t face any problemsduring purchasing the tiles from ANANTA GRANITES. 120 100% 100 80 Respondents 60 40 20 0 0 Yes NoInterpretation: when I enquired to customers that whether they face any problems whilepurchasing tiles from ANANTA GRANITES, all customers said that they won’t face anyproblems while purchasing the tiles.BABASABPATIL Page 66
  67. 67. CUSTOMER SATISFACTION AT ANANTA GRANITES 16. Any other Suggestions? _______________________________________________________ _______________________________________________________ _______________________________________________________BABASABPATIL Page 67
  68. 68. CUSTOMER SATISFACTION AT ANANTA GRANITES FINDINGS According to the survey I conducted the important findings that I came to found out during my survey were:  Most of the respondents visiting ANANTA GRANITES are Business man and some are employees.  most of the respondents are visiting fortnightly and some of them are visiting weekly and monthly to ANANTA GRANITES  Most of the respondents prefer price of Rs.30-35, nearly 30% of the respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, and a negligible percent of the respondents prefer above 65 Rs.  Most of the respondents purchase tiles from ANANTA GRANITES for further sale, and only 37% of the respondents purchase for own use.  Most of the respondents purchase tiles of ANANTA GRANITES for quality, 32% for affordable price, and 16% for easy transport and some of them due to nearness of the firm to their place.  Most of the respondents prefer 1 level and 18% of the respondents prefer 0 level and some others prefer 2 level and 1 level channel.  ANANTA GRANITES is not providing any exchange facilities to its customers, which means that 100% of customers said that they are not getting any exchange facility from the company.  100% of the customers said that they recommend others to purchase.  Most said friends influenced them to purchase, some others said family members and ads influenced them and none were influenced by other dealers.  Customers were satisfied with the delivery of tiles at right time from ANANTA GRANITES.  Some of the customers give orders through mail, A high percentage of the customers give orders through telephone, and the rest 24% of the customers give orders by direct contact,  We came to know that some of the customers were very impressed with the customer relationship and said it was excellent, most of the respondents said that it was good and only 16% of respondents said it is ok.BABASABPATIL Page 68
  69. 69. CUSTOMER SATISFACTION AT ANANTA GRANITES  Customer satisfaction was achieved in respect of the quality tiles as ANANTA GRANITES produces size prescribed by the customers and at better price.  Some of the customers prefer Catseye, because it is costlier and used for decorative purpose like mouldings, borders and walls. 26% of the customers prefer Ruby red, because it is a commercial material and is used in selected places in south, because it is used only in houses. Most of the customers prefer Rajeshree, because it is also a commercial product  ANANTA GRANITES provides credit facility 86% of the respondents said that ANANTA GRANITES provides credit facility and 14% of the respondents said that it does not provide credit facility.  All customers said that they won’t face any problems while purchasing the tiles.BABASABPATIL Page 69
  70. 70. CUSTOMER SATISFACTION AT ANANTA GRANITES SUGGESTIONS AND RECOMMENDATIONSThe study helped me a lot to gain the information regarding customer satisfaction atANANTA GRANITES, after the survey some of my recommendations are • Most of the customers are business man who purchases tiles for further trading; through proper promotion of tiles it can attract more customers. • It should improve customer relationships a bit more. • Quality is the main strength of ANANTA GRANITES so it should maintain it and try to improve it. • The firm needs to advertise its products in a proper media of advertising to attract more and more customers and to retain its present customers. • The firm should opt latest technology of production to produce more tiles at lesser time and to increase its productivity. • The firm needs to attract newer segments of customers so as to increase demand for its products.BABASABPATIL Page 70
  71. 71. CUSTOMER SATISFACTION AT ANANTA GRANITES CONCLUSIONSAfter conducting a survey on ‘Customer satisfaction’ at ANANTA GRANITES concludethat ANANTA GRANITES shares a good customer relationship. As there are a lot of granite industries in Ilkal ANANTA GRANITES face immense competition. Heavy competition has made customers to get confused about the product and even about the price.BABASABPATIL Page 71
  72. 72. CUSTOMER SATISFACTION AT ANANTA GRANITES BIBLIOGRAPHY • Internet (History of granites) www.google.com • Marketing research by tull and Hawkins.BABASABPATIL Page 72
  73. 73. CUSTOMER SATISFACTION AT ANANTA GRANITES SURVEY ON CUSTOMER SATISFACTION IN ANANTA GRANITES QUESTIONNAIRE Name of the respondent: __________________________________ Designation : __________________________________ Name of the Company : __________________________________ Address : __________________________________ __________________________________ __________________________________ Age : State : Country : Phone No : ____________________________ Cell No : ____________________________ Email Id : ______________________________BABASABPATIL Page 73
  74. 74. CUSTOMER SATISFACTION AT ANANTA GRANITES 1. Occupation of the customer? A. Businessmen B. Professional C. Employee D.OthersBABASABPATIL Page 74
  75. 75. CUSTOMER SATISFACTION AT ANANTA GRANITES 2. How often you visit ANANTA GRANITES? A. Daily B. Weekly C. Fortnightly D. Monthly 3. What range of tiles do you prefer? A. Rs. 30-35 B. Rs.40-50 C. Rs.55-65 D. Rs.65& above 4. Why do you purchase tiles from ANANTA GRANITES? A. For sale B. For own use 5. What factor made you to purchase tiles from ANANTA GRANITES? A. Quality B.price C. Easy transport D.Nearness 6. Which of the distribution channel you are satisfied if the company provides? A. 2 level B.1 level C. 0 Level 7. Whether the company provides exchange facilities to you? A. Yes B. No 8. Do you recommend others to purchase tiles from ANANTA GRANITES? A. Yes B. NoBABASABPATIL Page 75

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