Project synopsis

1. SYNOPSIS
Name:Samiksha Shahaji Patil
Seat no: 11110
Project title: “A study on customer satisfaction with special
reference to Gokul Dudh Sangh Kolhapur”.

2. A
PROJECT REPORT
ON
“A STUDY ON CUSTOMER SATISFACTION”
WITH SPECIAL REFERENCE TO
“GOKUL DUDH SANGH, KOLHAPUR”
SUBMITTED TO
“SHIVAJI UNIVERSITY, KOLHAPUR”
IN PARTIAL FULFILLMENT OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
SUBMITTED BY
“MISS. SAMIKSHA SHAHAJI PATIL”
UNDER THE GUIDANCE OF
PROF. MRS. SHIVALI A. GHATGE.
( BSC., MBA., M.Phil., MA )
THROUGH
THE DIRECTOR,
KOLHAPUR INSTITUTE OF TECHNOLOGY’S
INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH
KOLHAPUR-416234
2020-2021

3. EXECUTIVE SUMMARY
Customer satisfaction is a measurement that determines how happy customers are with a
company's products, services, and capabilities. The research is focused on customer
satisfaction and their perception towards the Gokul milk products. The research also reveals
their opinions about Quality, Price, Hygiene, Availability, Preference, Improvement or
changes in product and brand loyalty towards the product.
Qualitative exploratory research using questionnaires was applied. 100 respondents were
selected for study. They all were existing customer of Kolhapur ZillhaSahakariDudhUtpadak
Sangh LTD. Kolhapur. The studies revealed that quality, price, cleanliness, availability
affects the buying of Gokul milk products My research is based on studying customer
satisfaction, buying behavior, consumption of product for Gokul Dudh Sangh Kolhapur.
INTRODUCTION OF THE STUDY
India is the largest milk producer in the world with an annual production of 84.6million MT.
India is 'The Oyster' of the global dairy industry. It offers opportunities galore to
entrepreneurs worldwide, who wish to capitalize on one of the world's largest and fastest
growing markets for milk and milk products. A bagful of 'pearls' awaits the international l
dairy processor in India. The Indian dairy industry is rapidly growing, trying to keep pace
with the galloping progress around the world.
Dairy developments have its profound impact on the economy and nutrition levels of the
country. Greater improvement opportunities are generated through dairy industry India’s
dairy sector is expected to triple its production in the next 10 years in view of expanding
potential for export to Europe and the West. Also, India is the lowest cost producer of per
litre of milk in the world, at 27 cents, compared with the U.S' 63 cents, and Japan’s $2.8
dollars. Also, to take advantage of this lowest cost of milk production and increasing
production in the country multinational companies are planning to expand their activities
here.

4. OBJECTIVE TO THE STUDY
The main objective of the study was the survey of the level of the customer satisfaction with
reference to GOKUL DUDH SANGH
1. To know most preferred product by the customers.
2. To study factors that influence customer satisfaction.
3. To study satisfaction of the customers about the product.
RESEARCH METHODOLOGY
Data source: The research methodology is based on both primary as well as secondary data.
Primary data: Data that has been collected from first-hand-experience is known as primary
data. This data is collected by Questionnaire.
Questionnaire: A questionnaire is a research instrument consisting of a series of questions
for the purpose of gathering information from respondents. Primary Data has been collected
through the questionnaire from existing customer of Kolhapur ZillhaSahakari Dudh Utpadak
Sangh LTD. Kolhapur.
Secondary Data: Data collected from a source that has already been published in any form is
called as secondary data.The review of literature in nay research is based on secondary data.
It already exists data, which has collected through magazine and internal document of the
organization, website of www.Gokulmilk.coop etc. which helped to the researcher in study.
Sampling Plan
Sampling design: A sampling design is definite plan for obtaining a sample from a given
sample limit. It refers to technique or procedure the researcher would adopt in selecting items
for the sample, sample design is determined before data allotted.
Sample units: Herethe Gokul DUDH SANGH existing customer are the sample unit for
taking the feedback regarding the level of customer satisfaction.
Sample size: The sample limit has 100 customers.

5. LIMITATIONS OF THE STUDY
• The time is not sufficient to meet all customers.
• As many customers are not willing to give their opinions, we are unable to get proper
information.
• Due to covid situation face to face interaction with customer is not possible.
FINDINGS
1. The milk consumption is more in Kolhapur city mostly 1 liter consumption occurs.
2. Availability and price of products affects more on purchasing decision of customer.
3. Most of the customers purchase the Gokul products in grocery stores and bakary.
4. Most of the Customer are satisfied to the treatment given by salesperson.
5. Most of the shops of Gokul milk products are clean and healthy.
6. Milk is most consumed product out of all Gokul food products while paneer is list
consumed.
7. Quality of Gokul food products is satisfactory.
8. Most of the customers like the packaging of products.
9. Brand loyalty is on higher side.
10. Gokul food products are regularly available in most areas.
11. Maximum customers are satisfied.
12. Almost highest customer recommended to Gokul products in future as a friend.
13. Many customers don’t want to change in Gokul products.
14. Packed milk is higher demand to lose milk.

6. SUGGESSIONS
• Gokul milk should develop and expand their milk stores in
• Other than milk they should also concentrate on their higher sales of other
products like paneer, shrikhand etc.
• They should improve their packaging.
• They should conduct the regular feedback programme by the way of survey
CONCLUSION
The entire study on customer attitude towards Gokul milk products has been
successfully accomplished by setting out proper goals and objectives and executing them.
The dairy co-operatives play an important role for rapid development of rural people.
Strategies need to develop production of more consumer preference milk products
to develop popularity among the customer. Production of more value-added products is
important to increase profit level of the dairy business. As price hike is possible only in
processed products.
Overall analysis done by highest customer of Gokul milk and milk products are
satisfied. Most of the respondents feel good about to Gokul products and services. In the all
products of Gokul the milk is highest consumed product. The treatment of sales person is the
very good about the customer. Regularly available the Gokul products in the markets. Most
of customer is loyal to the Gokul brand it is the strongest point to their business.