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Customer Satisfaction Project

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Page 1
A
PROJECT REPORT
ON
“A STUDY ON ANALYSIS OF CUSTOMER SATISFACTION WITH
RESPECT TO KOHINOOR MECHANICAL ELECTRICAL &
...
Page 2
DECLARATION
I, the undersigned, hereby declare that the Project Report entitled “A Study on Analysis of
Customer Sa...
Page 3
ACKNOWLEDGEMENT
I have taken efforts in this project. However, it would not have been possible without the kind
sup...
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Customer Satisfaction Project

  1. 1. Page 1 A PROJECT REPORT ON “A STUDY ON ANALYSIS OF CUSTOMER SATISFACTION WITH RESPECT TO KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING WORKS” AT “KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING WORKS” MUMBAI BY MAAZ AHMAD KHAN (BATCH 2014-2016) UNDER THE GUIDANCE OF PROF. MANGESH ASAWALIKAR SUBMITTED TO SAVITRIBAI PHULE PUNE UNIVERSITY IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (MBA) AT DR. D. Y. PRATISHTHAN’S PADMASHREE DR. D. Y. PATIL INSTITUTE OF MANAGEMENT STUDIES, AKURDI, PUNE-411044
  2. 2. Page 2 DECLARATION I, the undersigned, hereby declare that the Project Report entitled “A Study on Analysis of Customer Satisfaction with respect to Kohinoor Mechanical Electrical & Engineering Works” written and submitted by me to the Savitribai Phule Pune University, in partial fulfilment of the requirement for the award of degree of Masters in Business Administration under the guidance of Mr. Mohd. Saif Shaikh is my original work and the conclusions drawn therein are based on the material collected by myself. Place: Date: Maaz Ahmad Khan
  3. 3. Page 3 ACKNOWLEDGEMENT I have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals and organization. I would like to extend my sincere thanks to all of them. I am highly indebted to Mr. Mohd. Saif Shaikh for his guidance and constant supervision as well as for providing necessary information regarding the project and also for his support in completing the project. I would like to express my gratitude towards management and employees of Kohinoor Mech. Elect. & Engineering Works for their kind co-operation and encouragement which helped me in completion of this project. I would like to express my special gratitude and thanks to Mr. Zaid Azmi for giving me such attention and time. I would also like to express my special gratitude and sincere thanks to the Director DYPIMS for giving me an opportunity to discover more knowledge. I would also like to express my special gratitude and thanks to my internal guide Prof. Mangesh Asawalikar for giving me such attention, advice, suggestions and his perfect guidance. Maaz Ahmad Khan MBA (Marketing)
  4. 4. Page 4 INDEX SR NO. TOPIC PAGE NO. 1 INTRODUCTION TO THE PROJECT 1 1.1 OBJECTIVE AND SCOPE OF THE PROJECT 1 1.2 LOCATION AND DURATION 2 2 THEORETICAL BACKGROUND 3-12 3 COMPANY PROFILE 13-20 4 RESEARCH METHODOLOGY 21-27 5 DATA ANALYSIS AND INTERPRETATION 28-42 6 FINDINGS 43 7 SUGGESTIONS 44 8 CONCLUSION 45 9 BIBLIOGRAPHY 46 10 ANNEXURE 47-49 11 PHOTOGRAPHS 50-53
  5. 5. Page 5 SR NO. TABLE / CHARTS PAGE NO. 5.1 FREQUENTLY DO YOU PURCHASE ? 28 5.2 PRODUCT AVAILABLE AT REASONABLE PRICE ? 29 5.3 COMPANY PROVIDE HIGHLY QUALITY PRODUCT ? 30 5.4 HIGHY RANGE OF VARIETY OF PRODUCTS ? 31 5.5 COMPANY DELIVERS PRODUCT ON RIGHT TIME ? 32 5.6 PACKAGING IS UP TO THE MARK ? 33 5.7 PACKAGING PROVIDES DETAILED INFORMATION ABOUT THE PRODUCT ? 34 5.8 CONVENIENT TO PLACE ORDER ? 35 5.9 DISCOUNTS/OFFERS GIVEN ARE SATISFACTORY ? 36 5.10 WOULD YOU RECOMMEND OUR PRODUCT ? 37 5.11 HOW LIKELY YOU PURCHASE THE PRODUCT AGAIN ? 38 5.12 HOW LIKLY YOU TO CONTINUE DOING BUSINESS WITH US ? 39 5.13 TIMES DID YOU CONTACTED HEAD OFFICE BEFORE PROBLEM WAS SOLVED ? 40 5.14 HOW SATISFIED WITH THE PRODUCT ? 41 5.15 RATE YOUR OVERALL SATISFACTION ? 42
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  7. 7. Page 7 INTRODUCTION OF THE PROJECT PROJECT TITLE:- “A Study on Analysis of Customer Satisfaction with respect to Kohinoor Mechanical Electrical & Engineering Works” OBJECTIVE OF THE PROJECT:- a) PRIMARY OBJECTIVES 1) To study the customer satisfaction level for the company Kohinoor Mech. Elect & Engineering Works. 2) To understand various problems faced by customer of Kohinoor Mech. Elect & Engineering Works. 3) To understand the awareness about the company’s products among the customers. b) SECONDARY OBJECTIVES 1) To analyze complaints of customers towards products and services. 2) To collect the information of availability of particular product and services. 3) To find out the customer interest for the company’s products. 4) To develop effective solution to the problems faced by customers. SCOPE OF THE PROJECT 1. To find out prospective customers. 2. It helps in finding competitors strength as well as its weaknesses. 3. This survey helps the company to find its loophole in overall services which is provided by them. 4. It is helpful to perceive the customers. 5. It is helpful to understand and analyze the factors that influence the customers.
  8. 8. Page 8 LOCATION The region covered under our project is as follows: 1) Mumbai & Sub-urbans. DURATION OF THE PROJECT:-  52 Working Days. REASON FOR CHOOSING THIS COMPANY & THIS PROJECT:-  It’s an Manufacturing & Engineering industry which is an important sector of the overall economy and also good for my career.  Manufacturing & Engineering industry is essential for increasing country’s economy  Manufacturing industry analysts anticipate major organizational and geographical changes in the global manufacturing industry in response to innovations in manufacturing techniques, reconfigurations in the loci of demand for industry, and growing environmental concerns.  Nowadays it is mandatory that an organization remains accustomed to changes and continuous development for the purpose of survival of the organization and also for maintaining the growth.  Manufacturers have been gaining global importance in the manufacturing industry, taking on the primary responsibility for product development, engineering, and manufacturing for some critical systems in the fabrication components and constructions.  Customer Satisfaction research is one of the basic forms of market research. It is a linchpin in process improvement, offers a portal to customer feedback, and is used to evaluate products and services.  It’s a course of research that virtually all businesses have considered, and in a lot of cases implemented. .
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  10. 10. Page 10 THEORETICAL BACKGROUND  5 Steps of Customer’s Buying Process:-  The Customer Buying Process (also called a Buying Decision Process) describes the process your customer goes through before they buy your product. Understanding your customer’s buying process is not only very important for your Salespeople, it will also enable you to align your sales strategy accordingly. The process has been interpreted by many scholars over the years; however, the five stages framework remains a good way to evaluate the customer’s buying process. John Dewey first introduced the following five stages in 1910:  1. Problem/Need Recognition: This is often identified as the first and most important step in the Customer’s Decision Process. A purchase cannot take place without the recognition of the need. The need may have been triggered by internal stimuli (such as hunger or thirst) or external stimuli (such as advertising or word of mouth).  2. Information Search: Having recognised a problem or need, the next step a customer may take is the Information Search stage, in order to find out what they feel is the best solution. This is the buyer’s effort to search internal and external business environments, in order to identify and evaluate information sources related to the central buying decision. Your customer may rely on print, visual, online media or word of mouth for obtaining information.  3. Evaluation of Alternatives As you might expect, customers will evaluate different products or brands at this stage on the basis of alternative product attributes – those which have the ability to deliver the benefits the customer is seeking. A factor that heavily influences this stage is the customer’s attitude. Involvement is another factor that influences the evaluation process. For example, if the customer’s attitude is
  11. 11. Page 11 positive and involvement is high, then they will evaluate a number of companies or brands; but if it is low, only one company or brand will be evaluated.  4. Purchase Decision: The penultimate stage is where the purchase takes place. Philip Kotler (2009) states that the final purchase decision may be ‘disrupted’ by two factors: negative feedback from other customers and the level of motivation to accept the feedback. For example, having gone through the previous three stages, a customer chooses to buy a new telescope. However, because his very good friend, a keen astronomer, gives him negative feedback, he will then be bound to change his preference. Furthermore, the decision may be disrupted due to unforeseen situations such as a sudden job loss or relocation.  5. Post-Purchase Behaviour: In brief, customers will compare products with their previous expectations and will be either satisfied or dissatisfied. Therefore, these stages are critical in retaining customers. This can greatly affect the decision process for similar purchases from the same company in the future, having a knock-on effect at the Information Search stage and Evaluation of Alternatives stage. If your customer is satisfied, this will result in brand loyalty, and the Information Search and Evaluation of Alternative stages will often be fast-tracked or skipped altogether.  CUSTOMER SATISFACTION AND DELIGHT :- Customer satisfaction:-Is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. Purpose of Customer satisfaction A business ideally is continually seeking feedback to improve customer satisfaction.
  12. 12. Page 12 "Customer satisfaction provides a leading indicator of customer purchase intentions and loyalty." "Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:" 1. "Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company's goods and services. 2. "Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes." On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective. CUSTOMER DELIGHT:- Customer delight is surprising a customer by exceeding his/her expectations and thus creating a positive emotional reaction. This emotional reaction leads to Word of Mouth. Customer Delight directly affects sales and profitability of a company as it helps to distinguish the company and its products and services from the competition. In the past customer satisfaction has been seen as a key performance indicator. Customer satisfaction measures the extent to which the expectations of a customer are met (compared to expectations being exceeded). However, it has been discovered that mere customer satisfaction does not create brand loyalty nor does it encourage positive word of mouth. Customer Delight can be created by the product itself, by accompanied standard services and by interaction with people at the front line. The interaction is the greatest source of opportunities to create delight as it can be personalized and tailored to the specific needs and wishes of the customer. During contacts with touch points in the company, more than just customer service can be delivered. The person at the front line can surprise by showing a sincere personal interest in the customer, offer small attentions that might please or find a solution specific to particular needs. Those front line employees are able to develop a relationship between the customer and the brand. Elements in creating motivated staff are: recruiting the right people, motivating them continuously and leading them in a clear way.
  13. 13. Page 13 PURPOSE OF CUSTOMER DELIGHT:- There are three objectives when implementing Customer Delight  First, make customers loyal. As described by Sewell, that finding new customers costs 4 to 9 times more time and money than reselling to an existing client. It is thus commercially intelligent to retain as many clients as possible.  A second objective is to have customers that are more profitable. Average delighted customers spend more with less hassle. As can be seen with the list of Van Setten, when all other elements are correct, clients accord less importance to price (as long as their perception of price remains reasonable). The last objective of Customer Delight is to have clients talk positively about your product, brand or shop, the so-called Word of Mouth. In a world of well informed customers, 92% of customers consider word of mouth as the most reliable source of information. Delighted clients are a valuable source of advertisement for your company. CUSTOMER ANALYSIS - CONSUMPTION AND POST-PURCHASE BEHAVIOR Consumption and Post-Purchase Behaviour  Many different types of consumption  Ritual, sacred, profane, and compulsive consumption  Customer satisfaction and dissatisfaction  Purchase-associated cognitive dissonance  Post-purchase behaviour  Product disposition Product and Service Consumption  Consumption is the possession and/or use of goods and services and the benefits they deliver.  Consumption situation  Physical context: time and place of consumption  Social context: the presence of others  Consumption episode: the set of items belonging to the same event and occurring in temporal proximity  Consumption system: a bundle of goods and services that are consumed over time in multiple episodes Satisfaction versus Dissatisfaction  The level of satisfaction or dissatisfaction we experience depends upon how well the product’s performance meets our expectations.  A finite time period of possession is necessary to determine satisfaction.  Satisfaction is not easily measured because:  It means different things to different people  The level of satisfaction can change over time
  14. 14. Page 14  Satisfaction can change when consumer needs and preferences change  Satisfaction includes a social dimension (the experience of others may add or subtract from our own satisfaction) Expectation and Satisfaction  Product experiences can be classified into three types based on the degree to which consumer expectations are fulfilled (confirmation) or not (expectancy disconfirmation):  Simple confirmation: the purchase performs as expected (satisfaction)  Positive disconfirmation: when performance is better than expected (much higher satisfaction)  Negative disconfirmation: when the purchase falls short of expectations (dissatisfaction) If the negative disparity is wide it may lead to the contrast effect (poor performance is magnified by the customers). The 7 P’s of Services:- The first four elements in the services marketing mix are the same as those in the traditional marketing mix. However, given the unique nature of services, the implications of these are slightly different in case of services. PRODUCT In case of services, the ‘product’ is intangible, heterogeneous and perishable. Moreover, its production and consumption are inseparable. Hence, there is scope for customizing the offering as per customer requirements and the actual customer encounter therefore assumes particular significance. However, too much customization would compromise the standard delivery of the service and adversely affect its quality. Hence particular care has to be taken in designing the service offering. PRICING Pricing of services is tougher than pricing of goods. While the latter can be priced easily by taking into account the raw material costs, in case of services attendant costs - such as labor and overhead costs - also need to be factored in. The final price for the service is then arrived at by including a mark up for an adequate profit margin. PLACE Since service delivery is concurrent with its production and cannot be stored or transported, the location of the service product assumes importance. Service providers have to give special thought to where the service would be provided. Thus, a fine dine restaurant is better
  15. 15. Page 15 located in a busy, upscale market as against on the outskirts of a city. Similarly, a holiday resort is better situated in the countryside away from the rush and noise of a city. PROMOTION Since a service offering can be easily replicated promotion becomes crucial in differentiating a service offering in the mind of the customer. Thus, service providers offering identical services such as airlines or banks and insurance companies invest heavily in advertising their services. This is crucial in attracting customers in a segment where the services providers have nearly identical offerings. The final three elements of the services marketing mix - people, process and physical evidence - are unique to the marketing of services. PEOPLE People are a defining factor in a service delivery process, since a service is inseparable from the person providing it. Thus, a restaurant is known as much for its food as for the service provided by its staff. The same is true of banks and department stores. Consequently, customer service training for staff has become a top priority for many organizations today. PROCESS The process of service delivery is crucial since it ensures that the same standard of service is repeatedly delivered to the customers. Therefore, most companies have a service blueprint which provides the details of the service delivery process, often going down to even defining the service script and the greeting phrases to be used by the service staff. PHYSICAL EVIDENCE Since services are intangible in nature, most service providers strive to incorporate certain tangible elements into their offering to enhance customer experience. Many hair salons invest in comfortable and stylish sitting areas with magazines and plush sofas for patrons to read and relax while they wait. Similarly, many restaurants invest heavily in their interior design and decorations to offer a tangible and unique experience to their guests.
  16. 16. Page 16 Manufacturing & Engineering Sector in India :- Manufacturing Industry: Manufacturing sector is the backbone of any economy. It fuels growth, productivity, employment, and strengthens agriculture and service sectors. Astronomical growth in worldwide distribution systems and IT, coupled with opening of trade barriers, has led to stupendous growth of global manufacturing networks, designed to take advantage of low- waged yet efficient work force of India. 'Indian Manufacturing' sector is broadly divided into:  Capital Goods & Engineering.  Chemicals, Petroleum, Chemicals & Fertilizers.  Packaging.  Consumer non-Durables.  Electronics, IT Hardware & peripherals.  Gems &Jewellery.  Leather & Leather Products.  Mining.  Steel & non-Ferrous Metals.  Textiles & Apparels.  Water Equipment Mr. Narendra Modi, the Prime Minister of India, aims to give global recognition to the Indian economy and also place India on the world map as a manufacturing hub. India has also set for itself an ambitious target of increasing the contribution of manufacturing output to 25 per cent of gross domestic product (GDP) by 2025. Market Size: India’s manufacturing sector could touch US$ 1 trillion by 2025, according to a report by Mckinsey and Company. There is potential for the sector to account for 25-30 per cent of the country’s GDP and create up to 90 million domestic jobs by 2025. Investment : In a major boost to the 'Make in India' initiative, the Government of India has received investment proposals of over Rs 1,10,000 crores (US$ 16.56 billion) in the last 12 months from various companies including Airbus, Phillips, Thomson, Samsung, LG and Flextronics among others. India has become one of the most attractive destinations for investments in the manufacturing sector. Government Initiative: In a bid to push the 'Make in India' initiative to the global level, Mr. Narendra Modi, Prime Minister of India, pitched India as a manufacturing destination at the World International Fair in Germany's Hannover earlier this year. Mr. Modi showcased India as a business friendly destination to attract foreign businesses to invest and manufacture in the country.
  17. 17. Page 17 Engineering Industry: The Indian Engineering sector has witnessed a remarkable growth over the last few years driven by increased investments in infrastructure and industrial production. The engineering sector, being closely associated with the manufacturing and infrastructure sectors, is of strategic importance to India’s economy. India on its quest to become a global superpower has made significant strides towards the development of its engineering sector. The Government of India has appointed the Engineering Export Promotion Council (EEPC) as the apex body in charge of promotion of engineering goods, products and services from India. India exports transport equipment, capital goods, other machinery/equipment and light engineering products such as castings, forgings and fasteners to various countries of the world. India became a permanent member of the Washington Accord (WA) in June 2014. The country is now a part of an exclusive group of 17 countries who are permanent signatories of the WA, an elite international agreement on engineering studies and mobility of engineers. Market Size: The capital goods & engineering turnover in India is expected to reach US$ 125.4 billion by FY17. Engineering exports from India are expected to cross US$ 70 billion in FY 15 registering a growth of 15 per cent over the previous fiscal, as demand in key markets such as the US and the UAE is on the rise. Apart from these traditional markets, markets in Eastern and Central European countries such as Poland also hold huge promise. India exports its engineering goods mostly to the US and Europe, which accounts for over 60 per cent of the total exports. Recently, India's engineering exports to Japan and South Korea have also increased with shipments to these two countries rising by 16 and 60 per cent respectively. Investment : The engineering sector in India attracts immense interest from foreign players as it enjoys a comparative advantage in terms of manufacturing costs, technology and innovation. The above, coupled with favourable regulatory policies and growth in the manufacturing sector has enabled several foreign players to invest in India. The foreign direct investment (FDI) inflows into India's miscellaneous mechanical and engineering industries during April 2000 to June 2015 stood at around US$ 4,053.72 million, as per data released by the Department of Industries Policy and Promotion (DIPP).
  18. 18. Page 18 Customer RelationshipManagement:- Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support. Types MARKETING AND CUSTOMER SERVICE Customer relationship management systems track and measure marketing campaigns over multiple networks. These systems can track customer analysis by customer clicks and sales. Places where CRM is used include call centers, social media, direct mail, data storage files, banks, and customer data queries. CRM IN CUSTOMER CONTACT CENTERS CRM systems are customer relationship management platforms. The goal of the system is to track, record, store in databases, and then data mine the information in a way that increases customer relations (predominantly increased ARPU, and decreased churn). The CRM codifies the interactions between you and your customers so that you can maximize sales and profit using analytics and KPIs to give the users as much information on where to focus their marketing and customer service to maximize revenue and decrease idle and unproductive contact with your customers. The contact channels (now aiming to be omni-channel from multi-channel) use such operational methods as contact centers. The CRM software is installed in the contact centers, and help direct customers to the right agent or self-empowered knowledge. CRM software can also be used to identify and reward loyal customers over a period of time. CRM IN B2B (BUSINESS-TO-BUSINESS) MARKET The modern environment requires one business to interact with another via the web. According to a Sweeney Group definition, CRM is “all the tools, technologies and procedures to manage, improve, or facilitate sales, support and related interactions with customers, prospects, and business partners throughout the enterprise”. It assumes that CRM is involved in every B2B transaction. Despite the general notion that CRM systems were created for the customer-centric businesses, they can also be applied to B2B environments to streamline and improve customer management conditions. B2C and B2B CRM systems are not created equally and different CRM software applies to B2B and Business-to-Customer (B2C) conditions. B2B relationships usually have longer maturity times than B2C relationships. For the best level of CRM operation in a B2B environment, the software must be personalized and delivered at individual levels.
  19. 19. Page 19 Characteristics of CRM Well-designed CRM includes the following characteristics: 1. Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centres that help customers solve their questions. 2. Sales force automation. SFA is a technique of using software to automate the business tasks of sales, including order processing, contact management, information sharing, inventory monitoring and control, order tracking, customer management, sales forecast analysis and employee performance evaluation. 3. Use of technology. This feature is about following the technology trend and skills of value delivering using technology to make “up-to-the-second” customer data available. It applies data warehouse technology in order to aggregate transaction information, to merge the information with CRM solutions, and to provide KPI (key performance indicators). 4. Opportunity management. This feature helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections. Implementing CRM to the company The following are general guidelines on implementing a CRM system. 1. Make a strategic decision on what problems you want your CRM system to address, what improvements or changes it should bring in the business processes of the organization. 2. Choose an appropriate project manager. Typically IT will be engaged, however a manager with a customer service/sales and marketing business focus should be involved, as the impact of the project will be mainly on the business side. 3. Ensure executive sponsorship and top management support. 4. Empower team members with the required authority to complete the tasks. 5. Select the correct implementation partner. They must have both vertical and horizontal business knowledge, as well as technical expertise. 6. Define KPI's that will measure the project's success 7. Use a phased approach. Work towards long-term enterprise-scale implementation through a series of smaller, phased implementations.
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  21. 21. Page 21 COMPANYPROFILE KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING WORKS Vision  We will be in the top 3 to manufacture & supply complete undercarriage solution in India by 2017.  To be our customer’s preferred suppliers.  The company maintains a large stock of raw materials and semi-finished products, which enables us to respond quickly to customer’s need.  Domain knowledge of products and manufacturing processes. Mission  To aggressively grow the company by achieving product quality, value and timely delivery.  The main it to build reputation on excellent service to provide lowest cost engineering solutions. Our success is build on a strong corporative infrastructure, innovative techniques and safe business practices and our quality product.  Today Kohinoor products represent quality, dependability and consistency. Quality Policy “We are committed to manufacture machined components and the fabrication work as per customer requirement through continual improvement in implementation of quality management system and achieve total customer satisfaction in respect of product quality and delivery by continuous improvement in Method, Resources, Employee Skill and Work Environment as well as continuously focus on increasing our customer base.” The company is established suppliers to OEM Earthmoving & Drilling Equipments, Automobiles, Oil Field Equipments, Aerospace, Chemicals, Textile Industry & Food Industry.
  22. 22. Page 22 Established in 1976, Kohinoor Mech. Elect. & Engineering Works is a leading manufacturer and supplier of a comprehensive range of earth moving machinery, spare parts, fittings & fixtures, mixers & undercarriage products. The entire range of products includes OEM Earth Moving & Drilling Equipment Machinery, Spare Parts, Plastic Scrap Ginder, Mixer, K-Track undercarriage for drilling rigs, Sprocket, Fabrication Apron Feeder, Eccentric Shaft, K-Fits, Compression fittings, Hydraulic fittings, Quick Release Couplings, Valves & Oil Field Products. These cater widely to the needs of various manufacturing industries. The products offered by the company are manufactured using optimum quality factor inputs and are in strict adherence to the defined industry norms. Also, the factor inputs used while manufacturing these products are sourced from some of the specialized and dependable vendors of the industry. The products offered by the company are extensively applauded by our patrons for their unmatched quality, enhanced durability, easy installation, minimum maintenance and reliable functionality. To deliver our clients a superior quality range of product, the company manufactures these products using top quality materials and checks them on various parameters. The high quality standards it has been able to maintain have helped it to gain the ISO certification. For the complete satisfaction of the clients the company also packages the consignment and provides free delivery facility. Backed by a good infrastructural facility, the company is able to accomplish the exact needs of our customers in a well organized way. As the unit is outfitted with sophisticated & high range of machines and equipment, the company is capable of offering only the best quality products. It has employed a skilled panel of experts & engineers in our company who with their honest contribution towards work and wide industry know-how are able to manufacture flawless range of products. The main objective of the company is to increase the level of contentment of their patrons in each aspect. Due to their client centric policy and on- time completion & delivery, they have gathered a huge customer base. Under the able guidance of the CEO, Mr. Nayyar Azam, the company has been able to carve a niche in this competitive business. His vast experience of 25 years and in-depth knowledge of this domain has helped the company to gain the invaluable trust of esteemed clients.
  23. 23. Page 23 Basic Information Nature of Business Manufacturer and Supplier Additional Business  Manufacturer  Supplier Key Customers  JCB Manufacturing ltd  AT&G Global Solutions (UK)  VIETZ GMBH (Germany)  Case New Holland Cons Eqp Pvt Ltd  Atlas Copco  L&T Ltd  Terex India  Audco India Ltd  PRD RIGS  Korex India Ltd  Puzzolana Machinery Fabricators Industry Industrial K-TRACK, K-FITS, K-PUMPS Year of Establishment 1976 Total Number of Employees Upto 90 People Legal Status of Firm Sole Proprietorship Annual Turnover Rs. 24 Crores – 25 Crores Infrastructure Location Type Commercial Building Infrastructure Permanent Size of Premises 2500 square feet
  24. 24. Page 24 Space Around Front porch Company USP Quality Measures/Testing Facilities Yes Statutory Profile Packaging/Payment and Shipment Details Payment Terms  D/A  L/C Payment Mode  Cash  Cheque  Credit Card  DD Head Office Mumbai. Branch/Plant Vasai, Pune, Indore, Chennai, Surat, Oman PRODUCT PROFILE Kohinoor Mech. Elect & Engineering Works is well known Manufacturer and Supplier of an extensive range of Earth Moving Machinery, Spare Parts, Plastic Scrap Ginder, Mixer, K-Track undercarriage for drilling rigs. Their wide range encompasses of undercarriage for drilling rigs, Sprocket, Fabrication Apron Feeder, Eccentric Shaft, K-Fits, Compression fittings, Hydraulic fittings, Quick Release Couplings, Valves & Oil Field Products, K-Fits & K-Pumps, centrifugal mud pumps. Features:  High durability  Dependability  Consistency  Available in different dimensions  Easy to install  Requires less maintenance  Stands high in quality and utility
  25. 25. Page 25 Business Plan:  New infrastructure in Bangalore & Hyderabad by 2016  Investment in automation machinery & design team.  Installation of induction hardening machine by December 2015.  To achieve export order at least 50% of total business by this year. Why Kohinoor Mechanical Electrical & Engineering Works ? Over the years the company has achieved an untarnished image and envious position in the domestic markets. It is due to dedicated efforts of their workforce and superior quality of their products that even big organizations like JCB Manufacturing Ltd., L&T Ltd. & Atlas Copco Ltd. like conducting business with Kohinoor Mech. Elect. & Engg Works. The factors which have contributed in growth of the organization are as follows:  Strict quality control according to international standards  Cost effective, fast erection & dismantling  Innovation through constant Research & Development  Complete customer satisfaction  Reliability through proven track record  On-time delivery PRODUTS  K-TRACK (Crawler)
  26. 26. Page 26  Idler Assy with TTRA  Roller Assy  Sprockets  Shoes  Fabrication Apron Feeder  Eccentric Shaft  Exciter Shaft Assy  Press Components  Eccentric Weight  Roller Shaft  Oil Field Products  K-FITS (INTRICATE TUBE FITTINGS & VALVE)  K-FIT Compression Tube Fittings  K-FIT Hydraulic Fittings  K-FIT Quick Release Fittings  K-FIT Valves K-FIT Compression Tube Fittings  Female Branch Tee  Equal Union  Female Connector  Male Connector  Bulkhead union  Reducing Union  Equal Elbow  Bulkhead Elbow  Male Elbow  Female Elbow  Equal Union Tee
  27. 27. Page 27 K-FIT Hydraulic Fittings  Female Couplings  Male Couplings  Equal Union Couplings  Bulk Head Couplings  Welded Couplings  Male Elbow BSPT  Equal Elbow Couplings  Male Coupling NPT  Male Elbow NPT  Male Branch Tee BSPT  Male Branch NPT  Male Run Tee BSPT K-FIT Quick Release Fittings  Metal Hose Plug Male/Female  Metal Pole Hose Plug  Shutoff Coupling & Hose Barb  Metal Hose Plug with Barb  Female QRC Plug  Quick Release Coupling Male/Female  Male QRC Assembly K-FIT Valves  Needle Valve  Brass Body Needle Valve  Angled Needle Valve  Square Body Ball Valve  Three Way Ball Valve  Brass Ball Valve  Syphone
  28. 28. Page 28 Other Products Contact us- Kohinoor Mech. Elect. & Engineering Works 29/30, Veena Dalwai Industrial Estate, S.V. Road Jogeshwari (W), Mumbai-400102 Contact no- 9967874779 Tel: +91-022-26780974 Fax: +91-022-66952098 Website: www.kohinoormechanical.com Email id: kohinooreng@gmail.com info@kohinoormechanical.com
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  30. 30. Page 30 RESEARCH METHODOLOGY What is research:- Researchcomprises "creative work undertaken on a systematic basis in order to increase the stock of knowledge, including knowledge of man, culture and society, and the use of this stock of knowledge to devise new applications." It is used to establish or confirm facts, reaffirm the results of previous work, solve new or existing problems, support theorems, or develop new theories. A research project may also be an expansion on past work in the field. To test the validity of instruments, procedures, or experiments, research may replicate elements of prior projects, or the project as a whole. The primary purposes of basic research (as opposed to applied research) are documentation, discovery, interpretation, or the research and development (R&D) of methods and systems for the advancement of human knowledge. Approaches to research depend on epistemologies, which vary considerably both within and between humanities and sciences. There are several forms of research: scientific, humanities, artistic, economic, social, business, marketing, practitioner research, etc.  RESEARCH PROCESS:- Research exercise may take many forms but systematic enquiry is features common to all such forms. Being a systematic enquiry, it requires careful planning of the orderly investigation process.  STAGES IN THE RESEARCH PROCESS:- In planning and designing a specific research project, it is necessary to anticipate all the steps that must be undertaken if the project is to be successful in collecting valid and reliable information. The steps of marketing research process are highlighted in the following flow diagram.
  31. 31. Page 31 RESEARCH DESIGN IS CLASSIFIED AS FOLLOWS RESEARCHDESIGN EXPLORATORY DESCRIPTIVE CASUAL / EXPERIMENTAL Defining Problem Extensive Literature survey Planning Research Design Collect the data Analyze the data Formulation of conclusion Prepare and present the report Sample Design
  32. 32. Page 32 ResearchType The type of research conducted for this project was- Descriptive ResearchDesign: It includes surveys and fact finding enquiries of different kinds. It is a fact- finding investigation with adequate interpretation. It is the simplest type of research, and is more specific than an exploratory study, as it focuses on particular aspects of the problem being studied, so research design used for this project was descriptive research design. Descriptive research method was the best method applicable to the existing problem mentioned in this project report. Here the study is conducted to determine the fact i.e. to know the customer satisfaction about Om logistics Ltd. METHODOLOGYUSED FOR THE STUDY Market Research to be an effective tool for analyzing the customer satisfaction for Manufacturing products. Usually it is said that if marketing would be a train, than market research would be the locomotive. In other words, market research should ideally be the starting point on any marketing exercise. Conducting any marketing exercise- is it related to pricing, promotion or distribution of a product or service. Without researching the potential market is as sensible as setting out sell sand in the Sahara Desert. Market research provides the answers to all the questions that generally occupy the minds of marketers, at every stage of the marketing process. Sample Design  Sampling An integral component of a research design is sampling plan. Specifically, it addresses three questions: 1) Whom to survey (the sample unit)? 2) How many to survey (the sample size)? & 3) How to select them (the sampling procedure) Making the entire universe will be impossible on the account of limitation of time and money. Hence sampling becomes inevitable. A sample is only a portion of the universe of population. According to Yule, “The object of sampling to get maximum information about the parent population with minimum efforts. Properly done procedures are the representative data of the entire population”. Sampling Unit:- A decision has to be taken concerning a sample unit before selecting sample. Sample unit may be geographical one such as State, District and Village etc. The researcher will have to decide one or more unit that has to select for his study.
  33. 33. Page 33 PERIOD OF STUDY: The period of study has been from May 19th, 2015 to July 16th, 2015 In this Project report, the sampling unit includes the customers from Mumbai Region. Sampling Methods Probability sampling is known as random sampling or chance sampling. Under this sampling design every item of the universe has equal chance or probability.  Sample random sampling  Systematic sampling  Stratified sampling  Cluster and Area sampling  Sequential sampling  Multi stage sampling Non Probability Sampling is also known as deliberate sampling, purposive and judgmental sampling. Non probability samplings are those that do not provide every item in the universe with a known chance of being include in the sample. Non probabilities are of following types:  Convenience sampling  Quota sampling  Judgemental sampling  Panel sampling 1. Sampling Technique : Random sampling. 2. Sample size : 60 respondents 3. Method : Personal Interview. 4. Tool use for interview : Structured questionnaire 5. Data analysis method : Percentage, Tabulation and Graphical method 6. Area of survey : Mumbai and its sub-urbans. 7. Charts : Bar charts and Pie charts.
  34. 34. Page 34 SOURCES OF DATA Two types of data helped in the completion of the project.  Primary data Primary data has been collected in only one way i.e. survey. About 60 customers participated in the survey. The data is collected from the buyers of Kohinoor Mech. Elect. & Engineering Works through one to one interaction with the Customers.  Secondary Data The information about company’s Background, its products and services and key people is collected through company’s brochure and company’s officials. SAMPLING TECHNIQUE USED Judgmental sampling is the most appropriate for the project, as only the customers who are using the products can be the sample for the study. Judgmental sampling is one where the researcher chooses the sample based on who they think would be appropriate for the study. DATA COLLECTION METHOD Questionnaire method seemed most satisfactory for collecting information from the people. Data is collected by personally interviewing individuals, recording their answers in a structured questionnaire. A set of questions having different segments such as Product Performance, Service, and Perception etc. formed the questionnaire.  Scaling techniques used for preparing questions Generally the questions were designed with the Likert Scale, where the degree of options for the answer ranging from lowest to highest or vice-versa, with each option associated with a brief description. An example of the Likert scale is given below:  Eg. Que.- Rate the Performance of the TITANIC movie. a. Excellent b. Good c. Average d. Poor e. Bad
  35. 35. Page 35 Summary of researchmethodology 1.Researchproblem “A study on analysis of Customer Satisfaction with respect to Kohinoor Mechanical Electrical & Engineering Works”. 2.Researchtype Descriptive Research 3.Sampling Technique Simple Random Sampling 4. Sample Unit Customers from Mumbai and its sub-hubs. 5. Sample size 60 Respondents 6.Customer type Frequent Buyers as in-: K-FITS, K-PUMPS, FITTINGS, K-TRACK 7. Method Face to face interview / Personal Interview
  36. 36. Page 36 LIMITATIONS:- 1. As stipulated by the university regulations, the study is undertaken for a period of 52 days. This is very limited period. 2. When the user/buyer are busy we can‘t get accurate data from them. During survey some respondents may not give answer in a proper manner or might be their biasness is make some difference between the actual feedback and given feedback. 3. It is not possible to obtain some confidential data from the organization. 4. Limited time available for interviewing the respondents. As a result of this it was not possible to gather full information. 5. In the survey at many times, it was found that the customers’ relationship with service provider is not good because service provided by company is quite costly. 6. It is little bit costly and time consuming to collect primary data through face to face interaction with respondent.
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  39. 39. Page 39 DATA ANALYSIS AND INTERPRETATION Question-1. How frequently do you purchase from Kohinoor Mech. Elect. & Engineering Works- Every day 4 Every Week 13 Every Month 33 Every 4-6 Months 8 Once or Twice a Year 2 Total 60 Table 5.1 Figure 5.1 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 55% of the customers purchases every month. 22% of the customers purchases every week. 13% of the customers purchases every 4-6 months. 7% of the customer purchases every day. 3% of the customers purchases once or twice a year. Every day 7% Every Week 22% Every Month 55% Every 4-6 Months 13% Once or Twice a Year 3% FREQUENCY OF THE PURCHASE FROM KOHINOOR COMPANY Every day Every Week Every Month Every 4-6 Months Once or Twice a Year
  40. 40. Page 40 Question-2 The Products of Kohinoor Mech. Elect. & Engineering Works are available at reasonable price- Strongly Agree 39 Agree 16 Neither Agree nor Disagree 4 Disagree 1 Strongly Disagree 0 Total 60 Table 5.2 Figure 5.2 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 65% of the customers strongly agreed that the products are available at reasonable price. 27% of the customers agreed that the products are available at reasonable price. 7% neither agreed nor disagreed that the products are available at reasonable price. 1% disagreed that the products are available at reasonable price. Strongly Agree 65% Agree 27% Neither Agree nor Disagree 7% Disagree 1% Strongly Disagree 0% PRODUCT OF KOHINOOR COMPANY ARE AVAILABLE AT REASONABLE PRICE Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  41. 41. Page 41 Question 3- Kohinoor Mech. Elect. & Engineering Works provides high quality products- Strongly Agree 38 Agree 19 Neither Agree nor Disagree 3 Disagree 0 Strongly Disagree 0 Total 60 Table 5.3 Figure 5.3 Interpretation Out of 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 63% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works provides high quality products. 32% of customers agreed that Kohinoor Mech. Elect. & Engineering Works provides high quality products. 5% neither agreed nor disagreed that Kohinoor Mech. Elect. & Engineering Works provides high quality products. Strongly Agree 63% Agree 32% Neither Agree nor Disagree 5% Disagree 0% Strongly Disagree 0% KOHINOOR COMPANY PROVIDES HIGH QUALITY PRODUCT Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  42. 42. Page 42 Question 4- We get high range of variety of products to select while purchasing from Kohinoor Mech. Elect. & Engineering Works- Strongly Agree 18 Agree 27 Neither Agree nor Disagree 13 Disagree 2 Strongly Disagree 0 Total 60 Table 5.4 Figure 5.4 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 45% of customers agreed that they get the high range of variety of products. 30% of customers strongly agreed that they get the high range of variety of products. 22% of customers neither agreed nor disagreed that they get high range of variety of products. 3% of customers disagreed that they get high range of variety of products. Strongly Agree 30% Agree 45% Neither Agree nor Disagree 22% Disagree 3% Strongly Disagree 0% HIGH RANGE OFVARIETY OF PRODUCTS Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  43. 43. Page 43 Question 5- Kohinoor Mech. Elect. & Engineering Works delivers the products on right time- Strongly Agree 36 Agree 19 Neither Agree nor Disagree 4 Disagree 1 Strongly Disagree 0 Total 60 Table 5.5 Figure 5.5 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 60% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time. 32% of customers agreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time. 7% of customers neither agreed nor disagreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time. 1% of customers disagreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time. Strongly Agree 60% Agree 32% Neither Agree nor Disagree 7% Disagree 1% Strongly Disagree 0% KOHINOOR COMPANY DELIVERS THE PRODUCTS ON RIGHT TIME Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  44. 44. Page 44 Question 6- Packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark- Strongly Agree 26 Agree 19 Neither Agree nor Disagree 6 Disagree 6 Strongly Disagree 3 Total 60 Table 5.6 Figure 5.6 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 43% of customers strongly agreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. 32% of customers agreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. 10% of customers neither agreed nor disagreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. 10% of customers disagreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. 5% of customers strongly disagreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. Strongly Agree 43% Agree 32% Neither Agree nor Disagree 10% Disagree 10% Strongly Disagree 5% PACKAGING OF KOHINOOR COMPANY IS UP TO MARK Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  45. 45. Page 45 Question 7- The packaging provides detailed information about the product- Strongly Agree 13 Agree 23 Neither Agree nor Disagree 21 Disagree 2 Strongly Disagree 1 Total 60 Table 5.7 Figure 5.7 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 43% of customers neither agreed nor disagreed that the packaging provides detailed information about the product. 37% of customers agreed that the packaging provides detailed information about the product. 15% of customers strongly agreed that the packaging provides detailed information about the product. 3% of customers disagreed that the packaging provides detailed information about the product. 2% of customers strongly disagreed that the packaging provides detailed information about the product. Strongly Agree 15% Agree 37% Neither Agree nor Disagree 43% Disagree 3% Strongly Disagree 2% PACKAGING PROVIDES DETAILED INFORMATION ABOUT THE PRODUCT Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  46. 46. Page 46 Question 8- It is convenient to place an order with Kohinoor Mech. Elect. & Engineering Works- Strongly Agree 38 Agree 16 Neither Agree nor Disagree 6 Disagree 0 Strongly Disagree 0 Total 60 Table 5.8 Figure 5.8 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 63% of customers strongly agreed that it’s convenient to place an order with Kohinoor Mech. Elect. & Engineering Works. 27% of customers agreed that it’s convenient to place an order with Kohinoor Mech. Elect. & Engineering Works. 10% of customers neither agreed nor disagreed that it’s convenient to place an order with Kohinoor Mech. Elect. & Engineering Works. Strongly Agree 63% Agree 27% Neither Agree nor Disagree 10% Disagree 0% Strongly Disagree 0% CONVENIENT TO PLACE ORDER WITH KOHINOOR COMPANY Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  47. 47. Page 47 Question 9- The discounts/offers given by Kohinoor Mech. Elect. & Engineering Works are satisfactory- Strongly Agree 14 Agree 37 Neither Agree nor Disagree 7 Disagree 2 Strongly Disagree 0 Total 60 Table 5.8 Figure 5.9 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 62% of customers agreed that the discounts/offers given by Kohinoor Mech. Elect. & Engineering Works are satisfactory. 23% of customers strongly agreed that the discounts/offers given by Kohinoor Mech. Elect. & Engineering Works are satisfactory. 12% of customers neither agreed nor disagreed that the discounts/offers given by Kohinoor Mech. Elect. & Engineering Works are satisfactory. 3% of customers disagreed that the discounts/offers given by Kohinoor Mech. Elect. & Engineering Works are satisfactory. Strongly Agree 23% Agree 62% Neither Agree nor Disagree 12% Disagree 3% Strongly Disagree 0% DISCOUNTS/OFFERS GIVEN BY KOHINOOR COMPANY ARE SATISFACTORY Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree
  48. 48. Page 48 Question 10- Would you recommend our product to others- Most Likely 46 Somewhat Likely 9 Neutral 3 Somewhat Unlikely 2 Most Unlikely 0 Total 60 Table 5.10 Figure 5.10 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 77% of customers most likely recommend our products to others. 15% of customers somewhat likely recommend our products to others. 5% of customers neutrally recommend our products to others. 3% of customers somewhat unlikely recommend our products to others. Most Likely 77% Somewhat Likely 15% Neutral 5% Somewhat Unlikely 3% Most Unlikely 0% YOU RECOMMEND KOHINOOR PRODUCTS Most Likely Somewhat Likely Neutral Somewhat Unlikely Most Unlikely
  49. 49. Page 49 Question 11- How likely are you to use/purchase the product again- Most Likely 36 Somewhat likely 19 Neutral 4 Somewhat Unlikely 1 Most Unlikely 0 Total 60 Table 5.11 Figure 5.11 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 60% of customers most likely want to purchase the product again. 32% of customers somewhat likely want to purchase the product again. 7% of customers neutrally want to purchase the product again. 1% of customers somewhat unlikely want to purchase the product again. Most Likely 60% Somewhat likely 32% Neutral 7% Somewhat Unlikely 1% Most Unlikely 0% LIKELY ARE TO USE/PURCHASE THE PRODUCT AGAIN OF KOHINOOR COMPANY Most Likely Somewhat likely Neutral Somewhat Unlikely Most Unlikely
  50. 50. Page 50 Question 12- How likely are you to continue doing business with us- Most Likely 36 Somewhat Likely 21 Neutral 3 Somewhat Unlikely 0 Most Unlikely 0 Total 60 Table 5.12 Figure 5.12 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 60% of customers most likely continue doing business with Kohinoor Mech. Elect. & Engineering Works. 35% of customers somewhat likely continue doing business with Kohinoor Mech. Elect. & Engineering Works. 5% of customers neutrally continue doing business with Kohinoor Mech. Elect. & Engineering Works. Most Likely 60% Somewhat Likely 35% Neutral 5% Somewhat Unlikely 0% Most Unlikely 0% LIKELY TO CONTINUE BUSINESS WITH KOHINOOR COMPANY Most Likely Somewhat Likely Neutral Somewhat Unlikely Most Unlikely
  51. 51. Page 51 Have you faced any problem while placing an order/receiving products/regarding quality, if yes then- Question 13- How many times did you have to contact the head office before the problem was corrected- Once 39 Twice 13 Three Times 6 More Than Three Times 2 Problem is still Unsolved 0 Total 60 Table 5.13 Figure 5.13 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 65% of customers had to contact only once to the head office before the problem was corrected. 22% of customers had to contact twice to the head office before the problem was corrected. 10% of customers had to contact three times to the head office before the problem was corrected. 3% of customers had to contact more than three times to the head office before the problem was corrected. Once 65% Twice 22% Three Times 10% More Than Three Times 3% Problem is still Unsolved 0% TIMES DID YOU HAVE TO CONTACT THE HEAD OFFICE BEFORE PROBLEM WAS CORRECTED Once Twice Three Times More Than Three Times Problem is still Unsolved
  52. 52. Page 52 Question 14- How satisfied you are with the product- Very Satisfied 42 Somewhat Satisfied 14 Neutral 4 Somewhat Dissatisfied 0 Very Dissatisfied 0 Total 60 Table 5.14 Figure 5.14 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 70% of customers are very satisfied with the products offered by Kohinoor Mech. Elect. & Engineering Works. 23% of customers are somewhat satisfied with the products offered by Kohinoor Mech. Elect. & Engineering Works. 7% of customers are neither satisfied nor dissatisfied with the products offered by Kohinoor Mech. Elect. & Engineering Works. Very Satisfied 70% Somewhat Satisfied 23% Neutral 7%Somewhat Dissatisfied 0% Very Dissatisfied 0% HOW SATISFIED WITH KOHINOOR PRODUCT Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied
  53. 53. Page 53 Question 15- How would you rate your overall satisfaction towards Kohinoor Mech. Elect. & Engineering Works- Very Satisfied 39 Somewhat Satisfied 17 Neutral 4 Somewhat Dissatisfied 0 Very Dissatisfied 0 Total 60 Table 5.15 Figure 5.15 Interpretation Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering Works 65% of customers rated their overall satisfaction as very satisfied. 28% of customers rated their overall satisfaction as somewhat satisfied. 7% of customers rated their overall satisfaction as neither satisfied nor dissatisfied. Very Satisfied 65% Somewhat Satisfied 28% Neutral 7% Somewhat Dissatisfied 0% Very Dissatisfied 0% OVERALL SATISFACTION TOWARDS KOHINOOR COMPANY Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied
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  55. 55. Page 55 FINDINGS The following are the findings of this project-  55% of the customers purchases every month from Kohinoor Mech. Elect. & Engineering Works. As it finds that it’s a B2B company and it’s generally supply according to demand.  65% of the customers strongly agreed that the products are available at reasonable price. As it finds that products of Kohinoor are not very much expensive.  63% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works provides high quality products. As it finds that company focus on quality.  45% of customers agreed that they get the high range of variety of products to select from Kohinoor Mech. Elect. & Engineering Works. As it finds that company has somewhat less range of variety of products.  60% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time. It’s good that company delivers product on time.  43% of customers strongly agreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. It finds that company has less focus on packaging.  43% of customers neither agreed nor disagreed that the packaging provides detailed information about the product. As it finds that most of the customers don’t get detailed information on packaging.  63% of customers strongly agreed that it’s convenient to place an order with Kohinoor Mech. Elect. & Engineering Works. It’s good that maximum customers feel convenient to place order.  62% of customers agreed that the discounts/offers given by Kohinoor Mech. Elect. & Engineering Works are satisfactory. The company offers maximum discount to it’s customers.  77% of customers most likely to recommend our products to others. As it finds that it gives good brand name to company.  60% of customers most likely want to purchase the product again. By this there will be lead generation and large scale economies.  60% of customers most likely to continue doing business with Kohinoor Mech. Elect. & Engineering Works. It leads to business development.  65% of customers had to contact only once to the head office of Kohinoor Mech. Elect. & Engineering Works before the problem was corrected.  70% of customers are very satisfied with the products offered by Kohinoor Mech. Elect. & Engineering Works. This is the testimony to the fact that the company satisfies the needs of their customers.  65% of customers rated their overall satisfaction towards Kohinoor Mech. Elect. & Engineering Works as very satisfied. This will in turn help improve customer satisfaction that would result into maintain the goodwill of the company.
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  57. 57. Page 57 SUGGESTIONS The following are few suggestions from my point of view-  Company should focus on price so that more customers buy from it.  Company should give more effort on product quality to increase the customers and to enhance the order.  Company should introduce some new products so that the customer will get more range of variety to select while purchasing.  Company should make their order processes more convenient for customers so that customer feels more convenient.  Company needs to improve upon their Packaging also because maximum customers neither agreed nor disagreed when we asked about the packaging of the company was up to the mark.  Company should also provide the detailed information about the product on packaging as maximum customers were mentioned this while doing the survey.  Company can also improve their services in terms of delivering the products and also make it more convenient to customers.  The customer problem should be solved on time as that would add more value to their assets.
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  59. 59. Page 59 CONCLUSION  As from the entire study we came to know that, customers rely heavily on quality and if not provided with good quality to them they can shift to the other company.  Also reasonable price affects the buying process of Indian customers, as they want good quality in lesser price and Kohinoor Mech. Elect. & Engineering Works success is enviable.  As the packaging of Kohinoor Mech. Elect. & Engineering Works is average, but still maximum customers got satisfied as they were providing the customers with good quality, reasonable price, discount/offers, and also solving their problem very rapidly.  Also from the customer’s perspective, most of the customers were in a dilemma that they want to recommend the company’s product to others because they do not want to raise their competitor.  Customer Satisfaction depends heavily on the services that are offered to them.
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  61. 61. Page 61 BIBLIOGRAPHY BOOKS  C. R. Kothari, Research Methodology [New Age Publications], Second Edition.  Kenneth E.Clow and Donald E. Baack, Integrated advertising, Promotions and Marketing Communications, [Pearson], Third Edition.  Measuring Customer Satisfaction, Third Edition: Survey Design.  Philip Kotler, Marketing Management [Tata McGraw Hill]. Web Sites-  www.kohinoormechanical.com  http://en.wikipedia.org/wiki/L'Or%C3%A9al  www.Strategex.com  www.ibef.org ( Manufacturing Sector & Engineering Sector )
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  63. 63. Page 63 ANNEXURE QUESTIONNAIRE Topic: A Study on analysis of Customer Satisfaction with respect to Kohinoor Mechanical Electrical & Engineering Works Q.1 How frequently do you purchase from Kohinoor Mech. Elect. & Engineering Works?- 1. Every Day 2. Every Week 3. Every Month 4. Every 4-6 months 5. Once or twice a year Rate your answer from 1 to 5 as in- (Q.2-Q.9) 1. Strongly Agree 2. Agree 3. Neither Agree nor Disagree 4. Disagree 5. Strongly Disagree Q.2 The Products of Kohinoor Mech. Elect & Engineering Works. are available at reasonable price- Q.3 Kohinoor Mech. Elect & Engineering Works provides high quality products- Q.4 We get high range of variety of products to select while purchasing from Kohinoor Mech. Elect & Engineering Works- Q.5 Kohinoor Mech. Elect & Engineering Works-delivers the products on right time- Q.6 Packaging of Kohinoor Mech. Elect & Engineering Works-is up to the mark-
  64. 64. Page 64 Q.7 The packaging provides detailed information about the product- Q.8 It is convenient to place an order with Kohinoor Mech. Elect & Engineering Works- Q.9 The discounts/offers given by Kohinoor Mech. Elect & Engineering Works-are satisfactory. Rate your answer from 1 to 5 as in- (Q.10-Q.12) 1. Most likely 2. Somewhat likely 3. Neutral 4. Somewhat unlikely 5. Most unlikely Q.10 Would you recommend our product to others- Q.11 How likely are you to use/purchase the product again- Q.12 How likely are you to continue doing business with us- Have you faced any problem while placing an order/receiving products/regarding quality, if yes then-
  65. 65. Page 65 Q.13 How many times did you have to contact the head office before the problem was corrected- 1. Once 2. Twice 3. Three times 4. More than three times 5. Problem is still unsolved Rate your answer from 1-5 as in- (Q.14-Q.15) 1. Very Satisfied 2. Somewhat Satisfied 3. Neutral 4. Somewhat Dissatisfied 5. Very Dissatisfied Q.14 How satisfied you are with the product- Q.15 How would you rate your overall satisfaction towards Kohinoor Mech. Elect & Engineering Works- Any Suggestion- Name-_____________________________________ Email id-___________________________________ Contact No-________________________________ Organization Name-__________________________ Date-___________
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  67. 67. Page 67 Photographs
  68. 68. Page 68 Bangalore Industrial Exhibition Workers working inside factory
  69. 69. Page 69 Heavy machines
  70. 70. Page 70 KOHINOOR MECHANICAL ELECTRICAL &ENGINEERING WORKS MUMBAI

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