A Study On Customer Satisfaction Towards Shiv Shakti

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SUMMER TRAINING PROJECT
ON
“A STU DY ON C US TO MER SA T ISF AC TIO N T O WAR DS
SHI V S HAK TI CH LOR ID E & C HEM IC AL S PR OD UC T
(M GSO 4)”
SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE
OF
MASTER OF BUSINESS ADMINISTRATION
(Session 2017-19)
TO
SHRI RAMSWAROOP MEMORIAL UNIVERSITY
DEWA ROAD, LUCKNOW, UTTAR PRADESH
UNDER GUIDANCE OF:
DR. NIDHI SHUKLA SUBMITTED BY:
INSTITUTE OF MANAGEMENT, COMMERCE & ECONOMICS ARVIND PANDEY
SRMU 201710702010060

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DECLARATION
I, ARVIND PANDEY here-by declare that the project report on ‘A STUDY ON
CUSTOMER SATISFACTION TOWARDS SHIV SHAKTI CHLORIDE & CHEMICALS
PRODUCT (MGSO4)’ for the fulfillment of the requirement of my course from Shri Ram
Swaroop Memorial University. It is an original work of mine and the data provided in the study is
authentic, to the best of my knowledge. This study has not been submitted to any other Institution
or University for award of any other degree.
HOWEVER, I ACCEPT THE SOLE RESPONSIBILITY OF ANYPOSSIBLE ERROR
OR OMISSION
ARVIND PANDEY
201710702010060

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CERTIFI CA TE OF ORI GIN AL ITY
I _____________________________Roll No___________ of, a fulltime bona fide student of
second year of Master of Business Administration (MBA) of Shri Ramswaroop Memorial
University. I hereby certify that for this project work carried out by me
at_________________________________________________thereportsubmittedin partial
fulfillment of the requirements of the programme is an original work of mine carried out under the
guidance of the industry mentor__________________________________and faculty
mentor_______________________________________and is not based or reproduced from any
existing work of any other person or on any earlier work undertaken at any other time or for any
other purpose, and has not been submitted anywhere else at any time to the best of my knowledge.
(Student's Signature)
Date:

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INST ITUT E OF M AN AG EM EN T, COM M ERCE &
ECO N OM ICS SRM U
CERTIFICATE
This is to certify that the project entitled
“…………………………………………………..…………………………………………………
……………………………………………”submitted by
………………………….……………… [Univ. Roll No. ….…………..……] and in the partial
fulfillment of the requirement for the award of the DEGREE OF MASTER OF BUSINESS
ADMINISTRATION of SHRI RAMSWAROOP MEMORIAL UNIVERSITY to the best of
my knowledge it is a record of student’s own work carried under our supervision and guidance.
The project report embodies result of original work and the study carried out by the student and
the contents do not form the basis for the award of any other degree to the candidate or to anybody
else.
(Project Guide)

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INSTITUTE OF MANAGEMENT, COMMERCE & ECONOMICS
SRMU
DECLARATION
I hereby declare that the project entitled
“……………………………………………………...……………………………………………
………………………………………………………………..”submitted by me in the partial
fulfillment of the requirements for the award of the degree of Master of Business Administration
of Shri Ramswaroop Memorial University, is a record of my own work carried under the
supervision and guidance of
…………………………………………………………………………………To the best of my
knowledge this project has not been submitted to SHRI RAMSWAROOP MEMORIAL
UNIVERSITY or any other University or Institute for the award of any degree.
Name……………………………….
University Roll. No…………………….

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Acknowledgement
This report is a product of 45 days queries and involves many people’s considerable attention Unit.
I would like to take the opportunity to thank those people without whom this task would have been
rather very difficult to complete.
First, I would be thanks to GOD. I also thanks to my Guide, Asst. Prof. Dr.Nidhi Shukla,
Department of management, Ramswroop University, who has given proper direction. According
to his direction I followed to write up of the appropriate report prescribed by this university.
I would also like to express my gratitude and thanks to Mr. Abhishek Pandey Managing
Director of Shiv Shakti Chloride & Chemical Pvt. Ltd., for allow me to work with him and
approving me to collect such information for this report. Though preparing this report I received
necessary internal information, guidance and direction from him.
At last, I would like to thank my family, friends and other who extended their helping hands
to prepare this report.
………………………………….
(Arvind Pandey)
201710702010060
MBA 3rd
semester
Shri Ramswaroop Memorial University Lucknow

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INDEX
SL.NO Contents Page no.
1 Chapter1 Introduction: 10
2 Chapter2 objectives of the study 11
3 Chapter 3 Literature Review 12-26
4
Chapter 3 Research methodology
Statement of the problem, scope of study, research
methodology, tools of data collection, sample design, plan
of analysis, limitation of the study
26-28
5
Chapter 4 Company Profile:
Contains company profile, historical background,
company products.
29-36
6
Chapter 5 Data Analysis & Interpretation
Analysis & Interpretation from the data collected
through questionnaires, tables and graphs representing it
37-54
7
Chapter 6 Findings, conclusions & suggestions:
Contains findings drawn from the study and
suggestions.
55-56
8
Annexure 57-58
9 Bibliography
59

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Introduction
The project is based on determining the customer satisfaction towards the company. As
customer satisfaction is one of the important factor in determining the brand equity of a company
and many of the companies are working on this.
Therefore organization and many multinational corporations are investing there revenues to
increase the customer satisfaction level so that they can boost up their sales and gains a competitive
advantage in the market.
The topic of the project is to determine the customer satisfaction level towards the Shiv Shakti
Chloride & Chemical product and the study is conducted with special reference to GIDC
Ankleshwar so results may vary with the change in the city. The survey was done in the company
findings are based on sample survey; the information executed by the respondents may or may not
be true because some respondents may not be serious. However all possible has been made to
collect the information as authentically as possible. All interview questions are direct. Hence there
is a scope for the respondents to be biased.
The project is divided into various parts, the first one is the objectives which are stated and the
objectives mainly focuses on determinant such as knowing the customer satisfaction in terms of
quality , price, transportation services provided by the company.
The second part consists of research methodology following it is supported by data analysis
and finally there are findings on which the conclusion has been made.

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OBJECTIVES OF THE STUDY
The following are the objectives of the study to solve the problem. They are:
 To find satisfaction level of product availability, quality and transportation services
rendered by the company.
 To know price impact on product purchase.
 To study the brand awareness.
 To ascertain the loyalty towards the company.

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Literature Review
Customer Satisfaction:
Customer satisfaction is a measurement used to quantify the degree to which a customer is
happy with a product, service, or experience. When it comes down to it, customer satisfaction is a
reflection of how a customer feels about interacting with your brand. And businesses and brands
quantify this positive or negative feeling primarily using surveys. It is a measure of how products
and services supplied by a company meet or surpass customer expectations. It is seen as a key
performance indicator within business.
Customer satisfaction provides a leading indicator of consumer 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.
In a competitive market place where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business strategy.
Within organization customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customer’s expectation. Furthermore when these ratings
dip, they warn of problems that can affect sales and profitability. When a brand has loyal
customers, it gains positive word of mouth marketing, which is both freely and highly effective.

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In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus expectations are the key factor behind satisfaction. When
customers have high expectations and the reality false short, they will be disappointed and will
likely rate their experience as less than satisfying.
Customer Satisfaction in 7 Steps:
It’s a well-known fact that no business can exist without customers. In the business of website
design, it’s important to work closely with your customers to make sure the site or system you
create for them is as close to their requirements as you can manage. Because it’s critical that you
form a close working relationship with your client, customer satisfaction is of vital importance.
What follows is a selection of tips that will make your clients feel valued, wanted and loved.
1. Encourage Face-To-Face Dealings :
This is the most daunting and downright scary part of interacting with a customer. If you’re
not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it
does get easier over time. It’s important to meet your customers face to face at least once or even
twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with someone
they’ve actually met in person, rather than a voice on the phone or someone typing into an email
or messenger program. When you do meet them, be calm, confident and above all, take time to
ask them what they need. I believe that if a potential client spends over half the meeting doing the
talking, you’re well on your way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed:
This goes without saying really. We all know how annoying it is to wait days for a response to
an email or phone call. It might not always be practical to deal with all customers’ queries within
the space of a few hours, but at least email or call them back and let them know you’ve received
their message and you’ll contact them about it as soon as possible. Even if you’re not able to solve
a problem right away, let the customer know you’re working on it.

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3. Be Friendly and Approachable:
A fellow Site Pointer once told me that you can hear a smile through the phone. This is very
true. It’s very important to be friendly, courteous and to make your clients feel like you’re their
friend and you’re there to help them out. There will be times when you want to beat your clients
over the head repeatedly with a blunt object – it happens to all of us. It’s vital that you keep a clear
head, respond to your clients’ wishes as best you can, and at all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy:
This may not be too important when you’re just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a customer has a
problem, what should they do? If the first option doesn’t work, then what? Should they contact
different people for billing and technical enquiries? If they’re not satisfied with any aspect of your
customer service, who should they tell?
There’s nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry
should be of utmost importance. So make sure your customer service policy is present on your site
— and anywhere else it may be useful.
5. Attention to Detail (Also Known As “The Little Niceties”):
Have you ever received a Happy Birthday email or card from a company you were a client of?
Have you ever had a personalized sign-up confirmation email for a service that you could tell was
typed from scratch? These little niceties can be time consuming and aren’t always cost effective,
but remember to do them.
Even if it’s as small as sending a Happy Holidays email to all your customers, it’s something.
It shows you care; it shows there are real people on the other end of that screen or telephone; and
most importantly, it makes the customer feel welcomed, wanted and valued.

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6. Anticipate Your Client’s Needs & Go out Of Your Way to Help Them Out:
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
7. Honor Your Promises
It’s possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.
Clients don’t like to be disappointed. Sometimes, something may not get done, or you might
miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-
contractors don’t always deliver on time. In this case a quick apology and assurance it’ll be ready
ASAP wouldn’t go a miss.
Customer Loyalty:
Customers are the key elements to run the business. According to Business Dictionary
Customer is defined as,” A party that receives or consumes products and has the ability to choose
between different products and suppliers’’. Customers can be both individual and business that
spend their money on those goods and services from companies that meet their needs. Attracting
such customers by excellent products should be the primary goal of every business because it is
the customers who create demand and spend the money on those goods and services. The
customers who feel happy with the companies’ goods and services are always expected to buy the
products continuously. It means satisfied customers are the companies’ loyal customers who come
for repurchase again and again from the same company over a long period of time. Customer
loyalty is essential to sustain the business. The business sectors’ progress and success depends on
their loyal customers.
The business sectors must give first priority to their customers then only think about the profit.
They must have the motto of ‘Serve first, sell second’. Customer satisfaction is the key element or
leading indicator of every business to uplift as well as to create loyal customers. Therefore, the
needs of customers should be cared by every business.

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In this 21st century, many companies are getting established to compete with each other. In
this competitive environment if the company gets success to build a solid and loyal customers by
providing the excellent services or products with affordable price then it is not far to be a number
one company with high volume of customers as well as name and fame.
Customers may be an individual or business that purchases the goods or services produced by
the company. They are the actual bosses in a deal who are responsible for profit in the business
because they create demand for goods and services so that the company produces more goods. The
customers are one who is the user of the products or services produced by the company and judge
those products’ quality with other people. They are the sources of generating profit that always
spend a greater share of wallet. So, every company must produce the quality products or services
with affordable price to attract more customers and make more sales. It is costly for business to
acquire a new customer than to retain an existing customer. Therefore, the businesses should be
aware of their products as well as their customers’ type such as loyal customers, discount
customers, impulse customers, need-based customers and wandering customers to treat them well.
The business sectors always expect their customers or consumers to be loyal who continuously
involve in their business profit. Customer loyalty means the success of the suppliers to establish
long-term relationship with their customers and also achieve rewards in interacting with its
customer. It is the tendency to choose a particular product over all others due to satisfaction with
the product or service. The customer loyalty always encourages customers to buy more
consistently. The loyalty may be product specific or it may be company specific. When a loyal
customer buy same product repetitively then he may be described as brand or product specific
loyal. On the other hand the customers may also buy different products of the same manufacturer
then they may be described as company specific loyalty.
Loyalty also means a continuous trust or devotion of customers to the supplier on certain
grounds although he may have other options. It is not compulsory that the product used by the
customers always be best. Sometimes the unexpected defects will appear in the products or there
will occur some problems with the supplier in respect of his product supply. If the customers don’t
want to use other options than preferring the same products continuously with the same suppliers
thinking that the suppliers will provide them the more beneficial and valuable products than others
then this is the true customer loyalty. This type of long-lasting customer loyalty may be created by
listing the customers in number one priority and always caring about providing them the excellent

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products. Likewise, the company always tries to attract their consumers to get familiar with brands
in this competitive environment.
Every company prefers to acquire loyal customers but only certain customers came in value of
the company profile while rest of the customers may disappear with time. Loyal customers are
grouped as true friends, butterflies, barnacles and stranger. True Friends are such customers who
always express positive emotional experience about the goods and products with their relatives
and friends. It makes more sales and leads company towards profit without other expensive
advertisements. Next group is Butterflies who are not particularly loyal but have spent money on
the products and brought in good revenue. Barnacles are third group category of loyal customers
who rarely make a purchase and may not bring more profit. The fourth group of loyal customer is
a stranger who is not necessarily loyal to the company. Loyal customers buy more, more regularly,
and the cost of selling to them is low and they will recommend that product to others.
Loyalty is the continuous belief of a customer to the products or services offered by the
company. The loyal customers every day make decisions on where to spend their time, money and
effort. They spend more money, buy more, stay longer and tell more people about the products
and suppliers that they are fully satisfied. The customer loyalty exists long term only if the
suppliers make the customers feel that they are number one priority in their lists. Some customers
are inherently loyal to the supplier with whom they are doing business. They always prefer to stay
in long-term relationship with him. Loyal customers always stay with one product or supplier and
also recommend the suppliers or products to others. The most three importance causes that a
customer being loyal with one company are if the products and services are considered under
customer’s preferences, if the products and services are 5 considered under customers value and if
the customers’ experiences, perceptions and beliefs about the company as well as about it products
and services are highly valued
Customer loyalty may be different according to the selling-buying process. If the process of
selling and buying is done directly from supplier to customers then there is direct relationship and
also loyalty but if the selling is done with two or more intermediaries then the loyalty is measured
at different levels. In such situation the suppliers have to focus on their loyalty retention plan and
judge the loyalties of the intermediaries. It also depends upon the amount of importance that they
give to every intermediary and the ultimate customers.

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Determinants of customer loyalty
In order to be able to gear marketing activities towards the creation of customer loyalty, its
determinants and there precise effects have to be known. In order to gain an overview of the
determinants identified in these works, they can structured in three dimensions:
1. Company related determinants refer to supplier itself or to the goods or services offered. It
is a prerequisite for the existence of customer loyalty that the offered goods or services
create utility for the customer and that they are available. In this respect, an assessment is
usually performed by examining quality. In order to evaluate the price performance ratio,
customers will pay attention to prices. Customer loyalty will also be influenced by the
reputation the company has and ultimately by customer loyalty programs offered.
2. Relationship- related determinants play a significant role in long term relationship. Factors
regarding the interaction between the supplier and the customer, such as relationship
quality, previous experiences, and trust are important. Commitment, which provides
evidence of emotional closeness and moral or normative feelings of obligation, takes a
central role in relationship.
3. Customer related determinants are mainly influenced by customer’s characteristics. In this
respect, affect an involvement, and consequently also the importance of goods or services
to the customer are important.
Addition to above delineated areas, the effects of the market environment and competition are
researched, as is the link between satisfaction and loyalty, which plays an important role in the
research of customer loyalty and is often placed in one of the three dimensions. However, as most
other determinants influence satisfaction, it cannot be clearly separated and should therefore be
listed as a distinct category.

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Objectives of Customer Satisfaction Survey Program:
The most basic objectives that should be met by any customer surveying program include the
following:
 Understanding the expectations and requirements of your customers.
 Determining how well your company and its competitors are satisfying these expectations and
requirements.
 Developing service and/or product standards based on your findings.
 Examining trends over time in order to take action on a timely basis.
 Establishing priorities and standards to judge how well you’ve met these goals.
Before an appropriate customer satisfaction surveying program can be designed, the following
basic questions must be clearly answered:
 How will the information we gather be used?
 How will this information allow us to take action inside the organization?
 How should we use this information to keep our customers and find new ones?
Careful consideration must be given to what the organization hopes to accomplish, how the
results will be disseminated to various parts of the organization, and how the information will be
used. There is no point asking customers about a particular service or product if it won’t or can’t
be changed regardless of the feedback.
Conducting a customer satisfaction survey program is a burden on the organization and its
customers in terms of time and resources. There is no point in engaging in this work unless it has
been thoughtfully designed so that only relevant and important information is gathered. This
information must allow the organization to take direct action. Nothing is more frustrating than
having information that indicates a problem exists but fails to isolate the specific cause. Having
the purchasing department of a manufacturing firm rate the sales and service it received on its last
order on a survey scale of 1 (terrible) to 6 (magnificent) would yield little about how to improve
sales and service to the manufacturer.

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The lesson is twofold. First, general questions are often not that helpful in customer satisfaction
measurement, at least not without other more specific questions attached. Second, the design of an
excellent customer satisfaction surveying program is more difficult than it might first appear. It
requires more than just writing a few questions, designing a questionnaire, calling or emailing
some customers, and then tallying the results.
Understanding Differing Customer Attitudes:
The most basic objective of customer satisfaction surveys is to generate valid and consistent
customer feedback (i.e., to receive the voice of the customer), which can then be used to initiate
strategies that will retain customers and thus protect one of the most valuable corporate assets —
loyal customers.
As it’s determined what needs to be measured and how the data relate to loyalty and
repurchase, it becomes important to examine the mind-set of customers the instant they are
required to make a pre-purchase (or repurchase) decision or a recommendation decision. Surveying
these decisions leads to measures of customer loyalty. In general, the customer’s pre-purchase
mind-set will fall into one of three categories — rejection (will avoid purchasing if at all possible),
acceptance (satisfied, but will shop for a better deal), and/or preference (delighted and may even
purchase at a higher price).
This highly subjective system that customers themselves apply to their decisions is based
primarily on input from two sources:
 The customers’ own experiences each time they experience a product or service, deciding whether
that experience is great, neutral, or terrible. These are known as “moments of truth.”
 The experiences of other customers — each time they hear something about a company, whether
it’s great, neutral, or terrible. This is known as “word-of-mouth.”
There is obviously a strong connection between these two inputs. An exceptional experience
leads to strong word-of-mouth recommendations. Strong recommendations influence the
experience of the customer, and many successful companies have capitalized on that link.

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How does a customer satisfaction surveying program allow you to make the connection
between the survey response and the customer’s attitude or mind-set regarding loyalty? Research
conducted by both corporate and academic researchers shows a relationship between customer
survey measurements and the degree of preference or rejection that a customer might have
accumulated. When the customer is asked a customer satisfaction question, the customer’s degree
of loyalty mind-set (or attitude) will be an accumulation of all past experiences and exposures that
can be indicated as a score from 1 (very dissatisfied) to 6 (very satisfied).
Obviously, the goal of every company should be to develop customers with a preference
attitude (i.e., we all want the coveted preferred vendor status such that the customer, when given
a choice, will choose our company), but it takes continuous customer experience management,
which means customer satisfaction measurement, to get there and even more effort to stay there.
Table Showing Key Factors for Customer Satisfaction:
Company Function Quality Factors
Sales
Product
Knowledge
Marketing
Brochure detail
Mailing frequently

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Distribution
Order delivery time
Order completeness
After sales
Problem response time
Time to resolve
Accounts
Accuracy
Problem response
Customer Care and Sales Process:
Service organizations are particularly dependent on levels of customer care, as the ‘people’
element in the marketing mix reflects. Customer care can play an equally important role, however,
in manufacturing, production and other organizations providing goods and services. For customer
care programs to be successful they need to span the entire organization. Royal Enfield guarantees
100% customer satisfaction and has, over the years; develop a more conscientious approach to
individual customers (known as RECODE). There is customer care training provided. Though this
may initially be a very lengthy process as the ball starts rolling through all the sectors of the
organization and cost will grow too, as further is required to update and maintain the initiative in
the future. To provide an effective customer care services, every employee is highly motivated.
Frequent performance appraisal in the form of training is conducted to evaluate the employees and
provide career development opportunities to potential employees. The customer care program at
Royal Enfield mainly has six main stages:
1. Objective setting: For every month target sales will be fixed by the sales manager at the
showroom.

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2. Current situation analysis: Presentindustrial trend is observed closely and various
promotional offers are introduced to boost sales. Also customer service audit is conducted
both internally and externally. Monthly sales target fixed by the sales manager.
3. Strategy development: Develop a strategy for raising levels of both customer service and
sales from the current to the desired standard based upon any change in trends and the
economic conditions prevailing. Each company owned showroom has a store manager
under which there are 3-4 sales executive. It is the duty of these sales executive to generate
on field enquiries and to follow up the customer based on the appointment fixed.
4. Functional planning: Define training needs and other requirements such problem solving
sessions or teambuilding exercise to execute the strategy. Daily, a meeting of all the staffs
at their respective branch is convened. Here they discuss their daily programs and targets
to meet plus they also discuss about their previous day work among the team. They consider
the response of all the individual customers met.
5. Implementation: Implement training and other initiatives through workshops, seminars.
The prospective customers are segregated and the issues raised by certain customer will
also be addressed. Some customers may not be satisfied with the present offers and price.
In such cases efforts will be put up to make maximum adjustments and convert it to sales.
6. Monitoring: Results are tested through customer and employee surveys and evaluation of
the training methods is also conducted. The program is improved and updated on a
continuous basis.
Handling Customer Complaints:
Complaints happen every day. When a customer complains, it is usually for a good reason or
genuine concern. They usually have made a purchase that did not meet their expectation a product,
service, or maybe a combination of the two. In the customer service industry, we cannot avoid
complaints. We must take care of the customer by listening to the complaint, and resolving it, to
ensure a happy customer.
Fewer than half of unhappy customers will bring a complaint to your attention. Those who
never say anything will tell an average of 11 other people about their bad experience. It is important
that we recognize complaints as opportunities, so we can sway these averages, one resolved
complaint at a time.

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Customers want to know someone is listening and they are understood, and they are hoping
you are willing to take care of the problem to their satisfaction. No matter what the situation is,
when a customer brings a complaint to your attention—even if they do it in a less-than-desirable
way—be thankful. As the old saying goes, “We can’t fix it, if we don’t know it’s broken.”
Moreover, we must realize that improper handling of a customer complaint can be costly to the
business.
Here are five strategies that will help you handle a customer complaint in a smooth and
professional manner:
1. Stay calm: When a customer presents you with a complaint, keep in mind that the issue is not
personal; he or she is not attacking you directly but rather the situation at hand. “Winning” the
confrontation accomplishes nothing. A person who remains in control of his or her emotions deals
from a position of strength. While it is perfectly natural to get defensive when attacked, choose to
be the “professional” and keep your cool.
2. Listen well: Let the irate customer blow off steam. Respond with phrases such as, “Hmm,” “I
see,” and “Tell me more.” Do not interrupt. As the customer vents and sees you are not reacting,
he or she will begin to calm down. The customer needs to get into a calm frame of mind before he
or she can hear your solution—or anything you say, for that matter.
3. Acknowledge the problem: Let the customer know you hear what he or she is saying. If you or
your company made a mistake, admit it. If you did not make a mistake and it is a misunderstanding,
simply explain it to the customer: “I can see how that would be incredibly frustrating for you.”
You are not necessarily agreeing with what the customer is saying, but respecting how he or she
perceives and feels about the situation. An excellent phrase for opening up this particular
conversation would be, “So, if I understand you correctly…” After the customer responds, follow
up with, “So, if I understand you correctly, we were to resolve the problem by noon today. I can
see how that must be frustrating for you.” Then be quiet. Usually, the customer will respond with
“That’s right” or “Exactly.” By repeating to the customer what you think you heard, you lower his
or her defenses, and win the right to be heard.
4. Get the facts: After listening, take the initiative in the conversation. Now that the customer has
calmed down and feels you have heard his or her side, begin asking questions. Be careful not to
speak scripted replies, but use this as an opportunity to start a genuine conversation, building a

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trusting relationship with your customer. To help you understand the situation, get as many details
as possible.
5. Offer a solution: This happens only after you have sufficient details. One thing to keep in mind:
Know what you can and cannot do within your company’s guidelines. Making a promise you
cannot commit to will only set you back. Remember, when offering a solution, be courteous and
respectful. Let the customer know you are willing to take ownership of the issue, even if it was out
of your control. Take charge of the situation and let the customer know what you are going to do
to solve the problem.
A quick follow-up phone call a few days later to make sure everything is OK is icing on the
cake. Even a small gesture of apology can turn this interaction from disaster to legendary. The cost
could be minimal maybe a simple upgrade on the customer’s next purchase or a small gift
certificate. A simple gesture like this could result in a future referral or a positive word-of-mouth
marketing recommendation.
When you resolve customer complaints successfully, you will better understand their needs,
retain them as loyal customers, and enhance your business.
At some point, everyone in business has to deal with an upset customer. The challenge is to handle
the situation in a way that leaves the customer thinking you operate a great company. If you’re
lucky, you can even encourage him or her to serve as a passionate advocate for your brand.
When it comes down to it, many customers don't even bother to complain. They simply leave and
buy from your competitors. Research suggests that up to 80 percent of customers who leave were,
in fact, "satisfied" with the original company. Obviously, customer satisfaction is not enough.
Businesses nowadays need to positively delight customers if they want to earn their loyalty.
It may seem counter-intuitive, but a business owner’s ability to effectively deal with customer
complaints provides a great opportunity to turn dissatisfied customers into active promoters of the
business. Here are some customer-oriented tips I’ve learned while working in the business
coaching business:
Listen carefully to what the customer has to say, and let them finish: Don't get defensive. The
customer is not attacking you personally; he or she has a problem and is upset. Repeat back what
you are hearing to show that you have listened.

26 | P a g e
Ask questions in a caring and concerned manner: The more information you get from the
customer, the better you will understand his or her perspective. I have learned it is easier to ask
questions than to jump to conclusion.
Put yourself in their shoes: As a business owner, your goal is to solve the problem, not argue.
The customer needs to feel like you are on his or her side and that you empathize with your
situation.
Apologize without blaming: When a customer senses that you are sincerely sorry, it usually
diffuses the situation. Don’t another person or department. Just say “I’m sorry about that.”
Ask the customer, “what would be an acceptable solution to you?”: Whether or not the
customer knows what a good solution would be, I have found it’s best to propose one or more
solution to alleviate his or her pain. Become a partner with the customer in solving the
problem.
Solve the problem, or find someone who can solve it quickly! : Research indicates that
customer prefer the person they are speaking with to instantly solve their problem. When
complaints are moved up the chain of command, they become more expensive to handle and
only add to the customer’s frustration.

27 | P a g e
Research Methodology
Title of the Study:
“A Study on Customer Satisfaction towards Shiv Shakti Chloride & Chemical product
(MGSO4)”
Statement of the Problem:
Customer satisfaction plays an important role in enabling an organization to change and
develop with the customers. Keeping the existing customers contended is generally much easier,
takes less time and involve less expense. The reason for this is that it takes more time to find new
prospective customer. In this context study is conducted with special reference to customer
satisfaction. A company can more profits only when it has strong customers care towards product
and services offered by the company. So to have strong customer care it has to provide a
competitive price further advertising to increase.
Scope of the Study:
This study includes Customer’s response and awareness towards brand, products and services
of Shiv Shakti Chloride& Chemical. The results are limited by sample size 50 numbers and there
the opinion of only selected customers is taken into consideration. Mainly this study is conducted
at Shiv Shakti Chloride&Chemical, GIDCAnkleshwar, Gujrat and the scope the study is limited.
Research Methodology:
The research will be carried out in various phases that constitute an approach of working from
whole to part. It includes subsequent phases trying to deeper into the users psyche and develop a
thorough understanding of what a user looks for while buying MGSO4.
The second phase is with some respondents who will be interviewed with the help of
questionnaire.

28 | P a g e
Type of research Descriptive research, Exploratory research
Sampling technique Convenient Random Sampling Method
Sample size 50
Sampling area Shiv Shakti Chloride& Chemical ,GIDC
Ankleshwar , Gujrat
Primary data Responses through questionnaire
Secondary data Websites, Magazines, Newspaper
Statistical tools Percentage Method, Graphs were used
Tools of Data Collection:
The information relevant for study was drawn from Primary data collected through survey
method, which alone was not sufficient. Hence Secondary data was collected to study successfully.
Primary Data
In order to find out customer satisfaction regarding product of Shiv Shakti Chloride &
Chemical Primary data was collected through showroom and also by visiting some dealership.
With the help of well laid questionnaire, I took the feedback from the customers who were coming
for purchasing product. As well as I contacted some of the customers through telex calling by
taking the data about the customers from the customer data of the company. I interviewed them
and discussed with the company staff as well as with the employees at Shiv Shakti Chloride &
Chemical which helped me to prepare the research report.
Secondary Data:
The secondary data involved internet research, browsing magazines, newspaper and articles
and research papers related to the chemical industry in India. Numerous journals and books related
to the topic were also browsed to understand the dynamics of the industry.

29 | P a g e
Sample Design:
The research was carried out in various phases that constituted an approach of working from
whole to part. It included subsequent phases trying to deeper into the users psyche and develops a
thorough understanding of what the users looks for while buying mgso4. I administered the same
questionnaire to user who used other mgso4. For the customer satisfaction a sample size of 50 is
taken. The sample was judgmental and methodology was convenient random sampling.
Plan of Analysis
 Raw Primary data has been collected with the help of questionnaire. The raw data has been
tabulated with the help of table. From the tables, concept, analysis and inferences are drawn
which in turn was used for interpretation. Based on these, charts were prepared to better
pictorial understanding of the study.
 From the set of inferences and interpretation, conclusions have been drawn which is
followed by suggestions, keeping the objectives in mind throughout the study.
Limitations of the Study:
 The research is geographically is restricted to GIDC Ankleshwar , Gujrat only. Hence the
results cannot be extrapolated to other places.
 The study is restricted only to the organized sector of chemical industry.
 Sample size was confined to 50 respondents keeping in view of time and cost constraints.
 Findings are based on sample survey; the information executed by the respondents may or
may not be true because some respondents may not be serious. However all possible has
been made to collect the information as authentically as possible.
 All interview questions are direct. Hence there is a scope for the respondents to be biased.

30 | P a g e
COMPANY PROFILE
Shiv Shakti Chloride & Chemicals
ABOUT US
Our commitment to achieving high standards in our products has made us one of the well
known organizations in the industry. With our wide industrial experience, dedicated team and their
expertise, we have succeeded to gain a respectable position in the market as a reliable manufacturer
and supplier. In addition to this, we have appointed a experienced team of professionals who hold
wide expertise in their respective domain. Apart from this, we have set a sophisticated unit for
production of our offered products range comprising of Ammonium Sulphate, Calcium Nitrite,
Calcium Chloride, Zinc Sulphate, Calcium Nitrate, Ammonium Chloride, etc. Our products are
highly popular for their effectiveness, safety, purity and competitive prices.
Established in the year 2006 at Bharuch, Ankleshwar, Gujarat, India, We “Shiv Shakti
Chloride & Chemicals” are Proprietorship Firm and acknowledged among the noteworthy
Manufacturer of the best quality Magnesium Sulfate, Magnesium Chloride, Potassium
Chloride, Ammonium Sulphate. With the support of our mentor “SunandaJamkar (Owner)”, we
have been able to attain a huge client base.
Factsheet

31 | P a g e
Basic Information
Nature of Business Manufacturer
Additional Business Supplier
Company CEO Bharat D Patel
Total Number of
Employees
26 to 50 People
Year of Establishment 2006
Legal Status of Firm Partnership
Annual Turnover Rs. 1 - 2 Crore

32 | P a g e
Statutory Profile
Statutory Profile
GST No .
24ABJFS0801M1Z7
Packaging/Payment and Shipment Details
Payment Mode
 Cash
 Credit Card
 Cheque
 DD
 Online
Shipment Mode By Road

33 | P a g e
INFRASTRUCTURE
Our factory is located at GIDC Ankleshwar having all equipment for production and an office
for Administration work.
QUALITY
We have an ISO certification ISO-9001:2008. We produce the approved quality material in
under guidance of Chemist expert.
PRODUCT RANGE
Industrial Chemical Fertilizers Nutrients for Animal
Feed
Ammonium Chloride Manganese Sulphate Ammonium Chloride
Calcium Chloride Supreme Magnesium Calcium Chloride
Magnesium Chloride Supreme Krushidhan Magnesium Chloride
Potassium Chloride Supreme Zinc Liquid Potassium Chloride
Sodium Chloride Water Soluble Sodium Chloride
Zinc Chloride
Mix Micronutrients Zinc Chloride

34 | P a g e
COPPER CHLORIDE COPPER SULPHATE Copper Chloride
Ammonium Sulphate FERROUS SULPHATE Copper Sulphate
Calcium Nitrite Mono Potassium Phosphate Ferrous Sulphate
Ferrous Ammonium Sulfet
MONO AMMONIUM
Magnesium Sulphate
Copper Sulphate POTASSIUM NITRATE Potassium Sulphate

36 | P a g e
Calcium Nitrate Copper Sulfate

37 | P a g e
Data Analysis
 Objective 1: To find satisfaction level of product availability, quality and
transportation services rendered by the company.
To find out this objective the customers were enquired about the availability, quality and the
transportation service and the survey was done with sample size 50.Following readings were
observed:
Table Showing the availability of mgso4
Readily available/Don’t
get it readily
No. of Respondents Percentage
Readily available 39 78%
Don’t get it readily 11 22%
Total 50 100%
Graph showing the availability of mgso4
78%
22%
Availability of mgso4
Readily available
Don’t get it readily

38 | P a g e
Analysis:
78% of the customer reviewed that the product is easily available to them whereas 22% said
that it is not readily available.
Table showing satisfaction level with respect to quality of mgso4
Rate of respondents No. of Respondents Percentage
Poor 3 6%
Average 7 14%
Good 13 26%
Excellent 27 54%
Total 50 100%
Graph showing satisfaction level with respect to quality of mgso4
Analysis:
It is clear from the table that maximum respondent’s i.e. 54% accepted that the quality of the
product is excellent, 26% stated good, 14% stated average and rest 6% stated it poor.
6%
14%
26%
54%
Satisfaction level with respect to quality of
mgso4
Poor
Average
Good
Excellent

39 | P a g e
Table showing satisfaction level with respect to the transportation services provided by the
company
Yes/No No. of Respondents Percentage
Yes
36 72%%
No
14 28%%
Total 50 100%
Graph showing the service satisfaction provided by the company
Analysis:
72% of the customers are satisfied with the transportation service provided by the company
and 28% are not at all satisfied.
72%
28%
transportation service satisfaction level
Yes
No

40 | P a g e
Interpretation:
 This shows the availability of the product in the market.
 It is clear that majority of the respondents are satisfied with quality of the product given by
the company
 It is clear that majority of the respondents are satisfied with transportation services given
by the company.
Final Interpretation:
From the above interpretations we can conclude that customers are satisfied with the services
rendered by the company.

41 | P a g e
 Objective 2: To know price impact on product purchase.
To find out this objective the customers were enquired about the frequency of the purchase of
the company product, purchase of mgso4 through intermediaries and satisfaction level of the price
and the survey was done with sample size 50.Following readings were observed:
Table showing the frequency of purchase of the company’s product:
Yes
42 84%
No
8 16%
Total 50 100%
Graph showing the brand loyalty of the company:
Analysis:
It is clear from the table that maximum 84% of the respondents purchased the company product
on a day to day basis and 16% did no purchase frequently
84%
16% 0%0%
are you a regular customer to SC Company or
Dealers
Yes
No

42 | P a g e
Table showing the purchase of mgso4 through intermediaries
intermediaries No. of Respondents Percentage
Company 21 42%
Dealers 13 26%
Brokers 10 20%
Other source 6 12%
Total 50 100%
Graph showing the purchase of mgso4 through intermediaries
Analysis:
It is clear from the table that maximum dealers buy Mgso4 from company i.e 42% , 26% buy
from dealers, 20% from brokers and 12% from other sources.
42%
26%
20%
12%
Purchase of mgso4 through intermediaries
Company
Dealers
Brokers
Friends

43 | P a g e
Table showing the satisfaction level of the price of mgso4
Yes
44 88%
No
6 12%
Total 50 100%
Graph showing the satisfaction level of the price of mgso4
Analysis:
88% of the customer are satisfied with the price of the product whereas 12% are not satisfied
at all.
88%
12%
Satisfaction level of the price of mgso4
Yes
No

44 | P a g e
Interpretation:
 This shows that the company’s product are purchased by the dealers on frequently basis.
 This shows that maximum respondents purchase the product direct from the company.
This shows the high loyalty of the customer towards the company
 It is clear that majority of the respondents are satisfied with price of the product given by
the company.
From the above interpretations we can conclude that price is a vital determinant in
determining the sales of the company. Therefore it has great impact on the company’s revenue.
.

45 | P a g e
Objective 3: To study the brand awareness.
To find out this objective the customers were enquired about the awareness of the brand,
awareness about the product SC mgso4 and the medium of awareness and the survey was done
with sample size 50.Following readings were observed:
Table showing the awareness of the brand:
Brand No. of Respondents Percentage
SC Mgso4 12 24%
Iffco Mag 20 40%
Starlet Mgso4 11 21%
Indo teck Mgso4 3 7%
Total 50 100%

46 | P a g e
Graph showing the awareness of the brand:
Analysis:
From the above table it is clear that 24% of the respondents are aware of shiv shakti, 40% are
aware of Iffco mag, 21% are aware of starlet and the remaining are aware of Indo teck.
Table showing the awareness about the product SC Mgso4
Yes
38 76%
No
12 24%
Total 50 100%
26%
43%
24%
7%
awareness
SC Mgso4
Iffco Mag
Starlet Mgso4
Indo teck Mgso4

47 | P a g e
Graph showing the awareness about the product SC Mgso4
Analysis:
From the above table it is clear that 74% of the respondents are aware about the product of the
company i.e. SC Mgs04
Table showing the medium of awareness
Medium of awareness No. of Respondents Percentage
Print media 12 24%
Television 0 0%
Friends/relatives 16 32%
dealers 22 44%
Total 50 100%
76%
24%
0%0%
Sc MgSo4 awareness
yes
no

48 | P a g e
Graph showing the medium of awareness:
Analysis
It is clear from the table that the major source of awareness of the product is dealer’s i.e. that
is 44% print media 12%, friends/relatives32% and television 0%.
Interpretation
 It is clear that majority of the dealers are aware of Iffco Mag and shiv Shakti ( SC
MgSo4).this shows the high brand awareness of the company.
 This shows the high product awareness among the dealers.
 From the above we can conclude that shiv Shakti should focus on its tele advertisement
as it is major source of awareness for promoting the product
Final Interpretation
From the above interpretations we can conclude that customers are fully aware about the
company and its products.
14%
0%
36%
50%
sources of awareness
print media
television
friends/relatives
dealers

49 | P a g e
Objective 4: To ascertain the loyalty towards the company.
To find out this objective the customers were enquired about the preference of the company
product, frequency of purchase of the company products, purchase of mgso4 through
intermediaries and target audience of the company and the survey was done with sample size
50.Following readings were observed:
Table showing the preference of the company’s products:
Company name No. of Respondents Percentage
SC Mgso4 13 26%
Iffco Mag 15 30%
Starlet Mgso4 12 24%
indo teck Mgso4 10 20%
Total 50 100%

50 | P a g e
Graph showing the preference of the company’s products:
Analysis:
It is clear from the table that maximum 30% of the respondents give preference to Iffco Mag,
26% to ScMgso4, 24% to starlet Mgso4 and only 20% to indo teck.
Table Showing the frequency of purchase of the company’s product:
Yes
42 84%
No
8 16%
Total 50 100%
26%
30%
24%
20%
Preference of the company's products
SC Mgso4
Iffco Mag
Starlet Mgso4
Indo teck Mgso4

51 | P a g e
Graph showing the brand loyalty of the company:
Analysis:
It is clear from the table that maximum 84% of the respondents purchased the company product
on a day to day basis and 16% did no purchase frequently.
Table showing the purchase of mgso4 through intermediaries
intermediaries No. of Respondents Percentage
Company 21 42%
Dealers 13 26%
Brokers 10 20%
Other source 6 12%
Total 50 100%
84%
16% 0%0%
are you a regular customer to SC Company or
Dealers
Yes
No

52 | P a g e
Graph showing the purchase of mgso4 through intermediaries
Analysis:
it is clear from the table that maximum dealers buy Mgso4 from company i.e 42% , 26% buy
from dealers, 20% from brokers and 12% from other sources.
Table showing target audience of the company
Target audience No. of Respondents Percentage
Urban market 13 26%
Rural market 37 74%
Total 50 100%
42%
26%
20%
12%
Purchase of mgso4 through intermediaries
Company
Dealers
Brokers
Friends

53 | P a g e
Graph showing target audience of the company
Analysis:
It is clear from the table 74% of the target market is rural market and rest is urban i.e 24%
Interpretation:
 From this we can conclude that the brand awareness of the Iffco Mag &Sc Mgso4 Company
is high as compared to its competitors. This shows the trust towards the company’s
products.
 This shows that the company’s product are purchased by the dealers on frequently basis
 This shows that maximum respondents purchase the product direct from the company. This
shows the high loyalty of the customer towards the company.
 This clearly shows that company focuses on rural markets as most of the company’s
products are agricultural products.
From the above interpretations we can conclude that customer’s loyalty towards the company
is on the high side i.e. why they purchase their chemical products direct from the company.
urban market
26%
rural market
74%
0%0%
Target audience of the company
urban market
rural market

54 | P a g e
Finding:
 It is clear that majority of the dealers are aware of Iffco Mag and shiv Shakti ( SC
MgSo4).this shows the high brand awareness of the company.
 This shows the high product awareness among the dealers.
 From the above we can conclude that shiv Shakti should focus on its tele advertisement as
it is major source of awareness for promoting the product.
 From this we can conclude that the brand awareness of the Iffco Mag &Sc Mgso4 Company
is high as compared to its competitors. This shows the trust towards the company’s
products.
 This shows that the company’s product are purchased by the dealers on frequently basis.
 This shows that maximum respondents purchase the product direct from the company. This
 This clearly shows that company focuses on rural markets as most of the company’s
products are agricultural products.
 It is clear that majority of the respondents are satisfied with quality of the product given by
the company.
 It is clear that majority of the respondents are satisfied with price of the product given by
the company.
 This shows the availability of the product in the market.
 It is clear that majority of the respondents are satisfied with transportation services given
by the company.

55 | P a g e
Conclusion
ThestudyhashelpedShivShakticompanystoretounderstandwhetherthecustomersaresatisfiedornot.Ifnot
what are main reasons fordissatisfaction of customer towards the company and what are the ways
of improving the satisfaction level of customer towards company.
The brand and product awareness of the company is high. But the company should focus on
its advertisement campaign so that it can focus the rural as well as urban market.
The company’s product are purchased by the dealers on a frequent basis as the price provided
by the company is low as compared to its competitors
This shows that maximum respondents purchase the product direct from the company. This
The respondents are satisfied with quality, price, and transportation service provided by the
company. Therefore the availability of the product in the market is always there,& inventory is
always maintained.

56 | P a g e
SUGGESTIONS:
Aggressiveselling-TheCompanyshouldfollowanaggressivesellingconcept.Anon-aggressiveselling
conceptwhichisclearlyvisible initsadvertisingcampaignwhichdoesnothitonthecustomerratheraims
toprovide informationinaskillfullmanner.
Promotional campaign- ShivShaktiChloride&Chemicaladsseenonelectronicandprint mediaare
absolutelyoutoftouchwiththeIndiancultureandthoughtprocess.AnIndianconsumer irrespectiveoftheir
income levelhasasoft cornerfortraditionsandcultureofIndia.Hence, allcompanies including market leaders
likeIFFCOandBirlacapitalizeonthisbehaviorofcustomersanddesigntheiradcampaignskeepingIndia in
mind.
The collection of chemical industry library is not strong like other libraries as collection is need based
& procured on demand basis. Hence the librarian need to acquire free information from the different
sources available & make aware the users about new developments in their research area.
In case of chemical industries libraries are available where research and development activities & IPR
activities are flourished. From recent past due to collaborative activities with multinational companies,
libraries are establishing I this sector & hence the existence of libraries is upcoming, different libraries
may help to strengthen the collection development activity & based on this information services can be
generated.

57 | P a g e
ANNEXURE
1. What are the brands you are aware of the aware
A] SC Mgso4
B] Iffco Mag
C] Starlet Mgso4
D] Indo teck Mgso4
2. Are you aware of SC MGSO4?
a) Yes b) No
3. How did you get to know about the brand SC MGSO4?
a) Print media b) television c) friends / relatives d) dealers
4. Which company products do you prefer to use?
A] SC Mgso4
B] Iffco Mag
C] Starlet Mgso4
D] Indo teck Mgso4
5. Are you a regular customer to SC Company or Dealers?
a) Yes b) No
6. You are interested to buy the MGSO4 from
a) Company b) Dealers c) Brokers d) Friends
7). what is the target market of the company?
a) Rural market b) urban market

58 | P a g e
8) Rate for your satisfaction level with respect to quality of mgso4 provided by the company?
1) Poor 2) Average 3) Good 4) Excellent
9) Are you satisfied with the rate of mgso4 provided by the shiv Shakti?
A. Yes
B. No
10) Availability of mgso4
A. Readily available
B. Don’t get it readily
11) Are you satisfied with the transportation facility provided by the company?
1. Yes
2. No

59 | P a g e
Bibliography
Books Referred:
Marketing management 15th edition – Philip Kotler
Research Methodology – Kothari
Websites Referred
http://www.shivshaktichloride.in
https://www.indiamart.com/shivshaktichloridechemical
www.wikipedia.org
www.eicher.in

A Study On Customer Satisfaction Towards Shiv Shakti

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