Customer satisfaction at ananta granites project report mba marketing

CUSTOMER SATISFACTION AT ANANTA GRANITES

CONTENTS

1. Executive summary
2. Introduction to the study
3. Industry profile
4. Company Profile
5. Product Profile
6. History of ananta granites
7. Departmental Study

Production unit

Polishing unit

Marketing departments

Organization chart

8. Scope and limitations of the study

9. Objectives

10. Methodology
11.Data analysis and Interpretation

12. Findings

13. Suggestions and recommendations

14. Conclusion

15. Bibliograpy

16. Annexure

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EXECUTIVE SUMMERY

ANANTA GRANITES ILKAL is a partnership firm which is well
recognized in the granites sector in the national market. It was set up on 28 th June 2007
and is located at Ilkal city in Bagalkot district, Karnataka it is mainly concerned with
production of granite tiles of size 2*1 taking the raw material from surrounding quarries.
. ANANTA GRANITES have its total area of 10 acres by providing
employment to around 25 employees. It is a partnership and does not have any other
branches. It consist of line and staff type of organization and its registered office in Ilkal
at S.NO.67/A, Plot no 2, Tondihal ILKAL-587125 in Hungund taluk of Bagalkot district.

NEED FOR THE STUDY:
The study is mainly conducted to know satisfaction level of customers at
ANANTA GRANITES and also to know the reasons for dissatisfaction of the customers
if any. The study is also conducted to know about the product preferences of the
customers. Its also conducted to know about customer grievances and the actions to be
taken to increase the satisfaction level of the customers.
The main objective of the study in ANANTA GRANITES iS

• To know the satisfactory level of customers.

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• To establish various strategies to enhance the satisfactory level of
customer.
• To find out the reasons for the dissatisfaction of customers(if any)
• To know the preference of customer towards different products of the
company.
• To know at what prices customers favor to purchase our tiles

Data is any information – facts, concepts, and sensation represented in a
formal manner, suitable for communicating, interpreting, or processing. Data
is the base for every research work. The data collected for the purpose of
analysis include both primary and secondary data.

1) Primary Data: The primary data has been collected at first hand through direct
personnel interviews, using structured questionnaires. The information is collected from
sampling from sampling that allows concentrating on customers and hence devoting more
energy to ensure that the information collected is accurate one. Primary data has been
collected directly from the respondents and the proprietor of the firm.

2) Secondary Data: I collected the information about the history of the Granite
industries with the help of Internet service. And I don’t have any secondary data
regarding ANANTA GRANITES.

Research Techniques:-
Structured Questionnaire
Personal Interviews
Statistical Tools. Tables / Chart

Sample unit:
The study is conducted in ANANTA GRANITES in Ilkal city on following
departments.
Production department

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Polishing department
Marketing department

Sample size:
Sample Size: 100

Sampling Technique:
The research technique used is Stratified Random Method.

After conducting the survey on Customer satisfaction at ANANTA GRANITES I have
found that

 Most of the respondents visiting ANANTA GRANITES are Business man and
some are employees.
 most of the respondents are visiting fortnightly and some of them are visiting
weekly and monthly to ANANTA GRANITES
 Most of the respondents prefer price of Rs.30-35, nearly 30% of the
respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, and a
negligible percent of the respondents prefer above 65 Rs.
 Most of the respondents purchase tiles from ANANTA GRANITES for
further sale, and only 37% of the respondents purchase for own use.
 Most of the respondents purchase tiles of ANANTA GRANITES for quality,
32% for affordable price, and 16% for easy transport and some of them due to
nearness of the firm to their place.
 Most of the respondents prefer 1 level and 18% of the respondents prefer 0
level and some others prefer 2 level and 1 level channel.
 ANANTA GRANITES is not providing any exchange facilities to its
customers, which means that 100% of customers said that they are not getting
any exchange facility from the company.
 100% of the customers said that they recommend others to purchase.

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 Most said friends influenced them to purchase, some others said family
members and ads influenced them and none were influenced by other dealers.
 Customers were satisfied with the delivery of tiles at right time from
ANANTA GRANITES.
 Some of the customers give orders through mail, A high percentage of the
customers give orders through telephone, and the rest 24% of the customers
give orders by direct contact,
 We came to know that some of the customers were very impressed with the
customer relationship and said it was excellent, most of the respondents said
that it was good and only 16% of respondents said it is ok.
 Customer satisfaction was achieved in respect of the quality tiles as ANANTA
GRANITES produces size prescribed by the customers and at better price.
 Some of the customers prefer Cats eye, because it is costlier and used for
decorative purpose like mouldings, borders and walls. 26% of the customers
prefer Ruby red, because it is a commercial material and is used in selected
places in south, because it is used only in houses. Most of the customers prefer
Rajeshree, because it is also a commercial product
 ANANTA GRANITES provides credit facility 86% of the respondents said
that ANANTA GRANITES provides credit facility and 14% of the
respondents said that it does not provide credit facility.
 All customers said that they won’t face any problems while purchasing the
tiles.

SUGGESSIONS AND RECOMMENDATIONS
• Most of the customers are business man who purchases tiles for further trading;
through proper promotion of tiles it can attract more customers.
• It should improve customer relationships a bit more.
• Quality is the main strength of ANANTA GRANITES so it should maintain it and
try to improve it.
• The firm needs to advertise its products in a proper media of advertising to attract
more and more customers and to retain its present customers.
• The firm should opt latest technology of production to produce more tiles at lesser
time and to increase its productivity.

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• The firm needs to attract newer segments of customers so as to increase demand
for its products.

CONCLUSION

• ANANTA GRANITES shares a good customer relationship.
• As there are a lot of granite industries in Ilkal ANANTA GRANITES face
immense competition.
• Heavy competition has made customers to get confused about the product and
even about the price.

INTRODUCTION TO THE STUDY

Customer is a person who demands for the products or services offered by the
marketer or supplier. Whereas the term consumer refers to the end user of the product or
service. They may or may not be the customer.

Customer Satisfaction

• Satisfaction is a person’s feeling of pleasure or disappointment resulting
from comparing a product’s perceived performance (or outcome) with the
performance he expects of it.
• Complete customer satisfaction is achieved by understanding customer
requirement and delivering superior quality of goods and services

Defining customer value and satisfaction. Over 38 years ago, Peter Dhuker observed
that a company’s first task is “To create customers” However, customers face a vast
array of products and brand choices, price and suppliers. How do they make their
choices?

We believe that our customers estimate which offer will deliver the most value.
Customer value maximizes within the bounds rich costs and limited knowledge, whether
or not the offer lives up to value expectation affects both satisfaction and repurchase
probability.

Customer perceived value

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Our premise is that customer will buy from the firm that they see as
offering the highest perceived value (cpv) is the difference between the prospective
customer’s evaluation of all the benefits and all the costs of an offering & the perceived
alternatives. Total customer value is the perceived monetary value of the bundle of
economic functional and psychological benefits customers expect from a given market
offering.

Total customer cost is the bundle of costs customers expect to incur in
evaluating, obtaining, using and disposing of the given market offering.

Total customer satisfaction:

Whether the buyer is satisfied after the purchase depends on the offer’s
performance in relation to the buyer’s expectation. In general satisfaction is a persons
feeling of pleasure or disappointment resulting from compiling a products perceived
Performance (or outcome) in relation to his or her expectations. If the performance falls
short of expectations, performance matches the expectation, the customer is satisfied. If
the performance exceeds expectations the customer is highly satisfied or delighted.

The link between customer satisfaction and customer loyalty is not
proportional. Suppose customer satisfaction is rated on a scale from one to five at a very
low level of customer satisfaction (that is at level one), customers are likely to abandon
the company and even bad mouth it. At levels two to four, customer are fairly satisfied
but still find it easy to switch when a better offer comes along. At level five, the customer
is very likely to repurchase and even spread good word or delight creators an emotional
bond with the brand or company not just a rational preference.

Measuring satisfaction although the customer centered firm seeks to create
high customer satisfaction that is not its main goal. If the company increases customer
satisfaction by lowering its service the result may bee lower profits.

The company may be able to increase its profitability by means of other than
increased satisfaction (for example, by improving manufacturing processes or investing
more in research and development). Also the company has many stake holders including
employers, dealers, suppliers and stock holder spending more to increase Customer
Satisfaction might divert funds from increasing the satisfaction of their “partners”.
Ultimately, the company must operate on the philosophy that it is trying to deliver a high
level of customer satisfaction subject to delivering accepting levels of satisfaction to the
other stakeholders, given its total resources.

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Attracting customers

Today customers are becoming harder to please. They are smarter, more price
conscious, more demanding, less forgiving and they are approached by many more
competitors with equal or better offers. The challenge, according to Jeffery gitomer is not
to produce statistical customers, several competitors can do this. The challenge is to
produce delighted and loyal customers.

Companies seeking to expand their profits and sales have to spend
considerable time and resources searching for new customer. To generate leads the
company develops ads and places them in media that will reach new prospects, it sends
direct mail and makes phone calls to possible new prospects , its sales people participate
in shows and exhibitions where they might find new leads and so on. All this activity
produces a list of suspects.

To motivate its employees to serve the customers well it displays the
following poster prominently around its office.

WHO IS A CUSTOMER?

A customer is the most important person ever in this office…….. In personal by mail.

A customer is not dependent on us …….. We are dependent on him.

A customer is not an interruption at our work…….. he is the purpose of it.

We are not doing a favor by serving him……. He is doing a favor by giving us the
opportunity to do so.

A customer is not someone to argue, or match wins with.

Nobody ever won an argument with the customer.

A customer is a person who brings us his wants. Its our job to handle them profitably
and to ourselves.

Forming strong customer bonds: the basics

Companies that want to form strong customer bonds need to attend to the
following basics.

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Get cross- departmental participation in planning and managing the customer
satisfaction and retention process.

Integrate the voice of the customers in all business decisions.

Create superior products, services, and experiences for the target market.

Organize and make accessible a database of information on individual customer
needs, preferences, contacts, purchase frequency and satisfaction.

Make it easy for customer to reach appropriate company personnel and express
their needs perceptions and complaints.

Tools for tracking and measuring customer satisfaction

 Complaint and suggestion systems:

A customer- centered organization makes it easy for customer to register
suggestion and complaints. Some customer centered companies like P&G, general
electric and whirlpool establish hotlines with toll few numbers. Companies are also
using web & E-mail for quick two way communication.

 Customer satisfaction surveys:

Studies show that although customers are dissatisfied with one out of every four
purchases, less than 5% will complain, most customers will buy test or switch suppliers.
Responsive company’s measure customer satisfaction directly by conducting periodic
surveys while collecting customer satisfaction data, it is also useful to ask additional
questions to measure repurchase intention to measure the likelihood or willingness to
recommend the company and the brand to others.

 Lost customer analysis:

Companies should contact customers who have switched to another supplier to
learn why this happened. Not only this, it is also important to conduct exit
interviews when customers first stop buying, it is also necessary to monitor the
customer lost rate.

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DETERMINANTS OF CUSTOMER DELIVERED VALUE

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Customer delivered value

Total customer value Total customer cost

Product value Monetary cost

Service value Time cost

Personnel value Energy cost

Image value Psychic cost

INDUSTRY PROFILE

Granite is one of the commodities, which is having its own name in the international
market. There are number of granite companies throughout India which are situated in the
states of Rajasthan, Karnataka, Gujarat, etc. these are one of the sources to the
government in the taxes as well as exporters name in the market.



Granites are nothing but stones which are extracted from raw blocks, then they
are cut into required sizes and finally polished and are made as per they are ordered by
the customers. These are used for the purpose of decorating houses, decorating the hotel,
decorating the tomb, etc.
Today in the international market the need for granite have increased. They are
extracted from earth. As it is hard material so it requires both man power and machine
power.
Granite, igneous rock of visible crystalline formation and texture. It is
composed of feldspar (usually potash feldspar and oligoclase) and quartz, with a small
amount of mica (biotite or muscovite) and minor accessory minerals, such as zircon,
apatite, magnetite, ilmenite, and sphene. Granite is usually whitish or gray with a
speckled appearance caused by the darker crystals. Potash feldspar imparts a red or flesh
color to the rock. Granite crystallizes from magma that cools slowly, deep below the
earth's surface. Exceptionally slow rates of cooling give rise to a very coarse-grained
variety called pegmatite. Granite, along with other crystalline rocks, constitutes the
foundation of the continental masses, and it is the most common intrusive rock exposed
at the earth's surface.

The specific gravity of granite ranges from 2.63 to 2.75. Its crushing strength is from
1050 to 14,000 kg per sq cm (15,000 to 20,000 lb per sq in). Granite has greater strength
than sandstone, limestone, and marble and is correspondingly more difficult to quarry. It
is an important building stone, the best grades being extremely resistant to weathering.

INTRODUCTION TO GRANITES

Quarrying granite for the Mormon Temple, Utah Territory. The ground is strewn
with boulders and detached masses of granite, which have fallen from the walls of Little
Cottonwood Canyon. The quarrying consists of splitting up the blocks



Granite (pronounced) is a common and widely occurring type of intrusive, felsic,
igneous rock. Granite has a medium to coarse texture, occasionally with some individual
crystals larger than the groundmass forming a rock known as porphyry. Granites can be
pink to dark gray or even black, depending on their chemistry and mineralogy. Outcrops
of granite tend to form tors, and rounded massifs. Granites sometimes occur in circular
depressions surrounded by a range of hills, formed by the metamorphic aureole or
hornfels.

Granite is nearly always massive (lacking internal structures), hard and tough, and
therefore it has gained widespread use as a construction stone. The average density of
granite is 2.75 g/cm3 and its viscosity at standard temperature and pressure is ~4.5 • 1019
Pa·s [1]

The word granite comes from the Latin granum, a grain, in reference to the
coarse-grained structure of such a crystalline rock.

Granite is classified according to the QAPF diagram for coarse grained plutonic
rocks (granitoids) and is named according to the percentage of quartz, alkali feldspar
(orthoclase, sanidine, or microcline) and plagioclase feldspar on the A-Q-P half of the
diagram. True granite according to modern petrologic convention contains both
plagioclase and alkali feldspars.

When a granitoid is devoid or nearly devoid of plagioclase the rock is referred to
as alkali granite. When a granitoid contains <10% orthoclase it is called tonalite;
pyroxene and amphibole are common in tonalite. A granite containing both muscovite
and biotite micas is called a binary or two-mica granite. Two-mica granites are typically
high in potassium and low in plagioclase, and are usually S-type granites or A-type
granites. The volcanic equivalent of plutonic granite is rhyolite. Granite has poor primary
permeability but strong secondary permeability.



Chemical composition

A worldwide average of the average proportion of the different chemical
components in granites, in descending order by weight percent, is:[2]

• SiO2 — 72.04%
• Al2O3 — 14.42%
• K2O — 4.12%
• Na2O — 3.69%
• CaO — 1.82%
• FeO — 1.68%
• Fe2O3 — 1.22%
• MgO — 0.71%
• TiO2 — 0.30%
• P2O5 — 0.12%
• MnO — 0.05%

Based on 2485 analyses.

Occurrence



Granite is currently known only on Earth where it forms a major part of
continental crust. Granite often occurs as relatively small, less than 100 km² stock masses
(stocks) and in batholiths that are often associated with organic mountain ranges. Small
dikes of granitic composition called haplites are often associated with the margins of
granitic intrusions. In some locations very coarse-grained pegmatite masses occur with
granite.

Granite has been intruded into the crust of the Earth during all geologic periods, although
much of it is of Precambrian age. Granitic rock is widely distributed throughout the
continental crust of the Earth and is the most abundant basement rock that underlies the
relatively thin sedimentary veneer of the continents.

Origin



Granite is an igneous rock and is formed from magma. Granitic magma has many
potential origins but it must intrude other rocks. Most granite intrusions are emplaced at
depth within the crust, usually greater than 1.5 kilometers and up to 50 km depth within
thick continental crust. The origin of granite is contentious and has led to varied schemes
of classification. Classification schemes are regional; there is a French scheme, a British
scheme and an American scheme. This confusion arises because the classification
schemes define granite by different means. Generally the 'alphabet-soup' classification is
used because it classifies based on genesis or origin of the magma.

Geochemical origins

Granitoids are a ubiquitous component of the crust. They have crystallized from magmas
that have compositions at or near a eutectic point (or a temperature minimum on a
cotectic curve). Magmas will evolve to the eutectic because of igneous differentiation, or
because they represent low degrees of partial melting. Fractional crystallization serves to
reduce a melt in iron, magnesium, titanium, calcium and sodium, and enrich the melt in



potassium and silicon - alkali feldspar (rich in potassium) and quartz (SiO2), are two of
the defining constituents of granite.

This process operates regardless of the origin of the parental magma to the
granite, and regardless of its chemistry. However, the composition and origin of the
magma which differentiates into granite, leaves certain geochemical and mineral
evidence as to what the granite's parental rock was. The final mineralogy, texture and
chemical composition of a granite is often distinctive as to its origin. For instance, a
granite which is formed from melted sediments may have more alkali feldspar, whereas a
granite derived from melted basalt may be richer in plagioclase feldspar. It is on this basis
that the modern "alphabet" classification schemes are based.

Ascent and emplacement

The ascent and emplacement of large volumes of granite within the upper
continental crust is a source of much debate amongst geologists. There is a lack of field
evidence for any proposed mechanisms, so hypotheses are predominantly based upon
experimental data. There are two major hypotheses for the ascent of magma through the
crust:

• Stokes Diapir
• Fracture Propagation

Of these two mechanisms, Stokes diapir was favored for many years in the absence of a
reasonable alternative. The basic idea is that magma will rise through the crust as a single
mass through buoyancy. As it rises it heats the wall rocks, causing them to behave as a
power-law fluid and thus flow around the pluton allowing it to pass rapidly and without
major heat loss (Weinberg, 1994). This is entirely feasible in the warm, ductile lower
crust where rocks are easily deformed, but runs into problems in the upper crust which is
far colder and more brittle. Rocks there do not defor expend far too much energy in
heating wall rocks, thus cooling and solidifying before reaching higher levels within the
crust.



Nowadays fracture propagation is the mechanism preferred by many geologists as
it largely eliminates the major problems of moving a huge mass of magma through cold
brittle crust. Magma rises instead in small channels along self-propagating dykes which
form along new or pre-existing fault systems and networks of active shear zones
(Clemens, 1998)[6]. As these narrow conduits open, the first magma to enter solidifies and
provides a form of insulation for later magma.

Granitic magma must make room for itself or be intruded into other rocks in order to
form an intrusion, and several mechanisms have been proposed to explain how large
batholiths have been emplaced:

• Stopping, where the granite cracks the wall rocks and pushes upwards as it
removes blocks of the overlying crust
• Assimilation, where the granite melts its way up into the crust and removes
overlying material in this way
• Inflation, where the granite body inflates under pressure and is injected into
position

Most geologists today accept that a combination of these phenomena can be used to
explain granite intrusions, and that not all granites can be explained entirely by one or
another mechanism.

Natural Radiation

Granite is a natural source of radiation, like most natural stones. However, some
granite has been reported to have higher radioactivity thereby raising some concerns
about their safety.

Some granites contain around 10 to 20 parts per million of uranium. By contrast,
more mafic rocks such as tonalite, gabbro or diorite have 1 to 5 ppm uranium, and
limestones and sedimentary rocks usually have equally low amounts. Many large granite
plutons are the sources for palaeochannel-hosted or roll front uranium ore deposits, where
the uranium washes into the sediments from the granite uplands and associated, often



highly radioactive, pegmatites. Granite could be considered a potential natural
radiological hazard as, for instance, villages located over granite may be susceptible to
higher doses of radiation than other communities. Cellars and basements sunk into soils
over granite can become a trap for radon gas, which is heavier than air and is formed by
the decay of uranium. Radon can also be introduced into houses by wells drilled into
granite. Radon gas poses significant health concerns, and is the #2 cause of lung cancer in
the US behind smoking

However, in the majority of cases, although granite is a significant source of
natural radiation as compared to other rock it is not thought an acute health threat or
significant factor

Various resources from national geological survey organizations are accessible
online to assist in assessing the risk factors in granite country and design rules relating, in
particular, to preventing accumulation of radon gas in enclosed basements and dwellings.

"A study of Granite Countertops by National Health and Engineering Inc of USA
[1], undertaken in November, 2008 however, did not find a single granite that poses any
health risk. Quantities of radon and radiation emitted by stones included in the analysis
all fell well below average outdoor background levels that are commonly found in the
United States. Scientists conducted more than 400 tests of 115 different varieties of
granite countertops, including stones cited in media reports as being potentially
problematic. The stones tested include types of granite that comprise approximately 80
percent of the annual U.S. market share for granite countertops, based on the most recent
market data available."

The Red Pyramid of Egypt (c.26th century BC), named for the light crimson hue
of its exposed granite surfaces, is the third largest of Egyptian pyramids. Menkaure's
Pyramid, likely dating to the same era, was constructed of limestone and granite blocks.
The Great Pyramid of Giza (c.2580 BC) contains a huge granite sarcophagus fashioned of
"Red Aswan Granite." The mostly ruined Black Pyramid dating from the reign of
Amenemhat III once had a polished granite pyramidion or capstone, now on display in



the main hall of the Egyptian Museum in Cairo (see Dahshur). Other uses in Ancient
Egypt include columns, door lintels, sills, jambs, and wall and floor veneer.[11] How the
Egyptians worked the solid granite is still a matter of debate.

Dr. Patrick Hunt[12] has postulated that the Egyptians used emery shown to have
higher hardness on the Mohs scale.

Many large Hindu temples in southern India, particularly those built by the 11th
century king Rajaraja Chola I, were made of granite. There is a large amount of granite in
these structures. They are comparable to the Great Pyramid of Giza.

Various resources from national geological survey organizations are accessible
online to assist in assessing the risk factors in granite country and design rules relating, in
particular, to preventing accumulation of radon gas in enclosed basements and dwellings.

"A study of Granite Countertops by National Health and Engineering Inc of USA
[1], undertaken in November, 2008 however, did not find a single granite that poses any
health risk. Quantities of radon and radiation emitted by stones included in the analysis
all fell well below average outdoor background levels that are commonly found in the
United States. Scientists conducted more than 400 tests of 115 different varieties of
granite countertops, including stones cited in media reports as being potentially
problematic. The stones tested include types of granite that comprise approximately 80
percent of the annual U.S. market share for granite countertops, based on the most recent
market data available."

Modern Building

Granite has been extensively used as a dimension stone and as flooring tiles in
public and commercial buildings and monuments. Because of its abundance, granite was
commonly used to build foundations for homes in New England. The Granite Railway,
America's first railroad, was built to haul granite from the quarries in Quincy,
Massachusetts, to the Neponset River in the 1820s. With increasing amounts of acid rain
in parts of the world, granite has begun to supplant marble as a monument material, since



it is much more durable. Polished granite is also a popular choice for kitchen countertops
due to its high durability and aesthetic qualities.

Curling stones are traditionally fashioned of Ailsa Craig granite. The first stones
were made in the 1750s, the original source being Ailsa Craig in Scotland. Because of the
particular rarity of the granite, the best stones can cost as much as US$1,500. Between
60–70 percent of the stones used today are made from Ailsa Craig granite, although the
island is now a wildlife reserve and is no longer used for quarrying.[14]

In the field of Engineering

Engineers have traditionally used polished granite surfaces to establish a plane of
reference, since they are relatively impervious and inflexible. Sandblasted concrete with a
heavy aggregate content has an appearance similar to rough granite, and is often used as a
substitute when use of real granite is impractical. A most unusual use of granite was in
the construction of the rails for the Haytor Granite Tramway, Devon, England, in 1820.

Granite resources of karnataka

Karnataka is endowed with rich varieties of resources. Approximately one hundred
varieties of rocks are available in karnataka. Granite with pleasing textures and color
apart from the attractive gneisses, migmatites and sober dyke rocks are abundantly
available.
Geomorphologically the investigations have indicated the availability of
ornamental granite is in the districts of Bangalore, mysore, chamarajnagar, tumkur, kolar,
bellary, raichur, koppal, bagalkot, hassan, chickmagalur and dakshina kannada. Important
available varieties are pink granite, multi colour granite, black granite, Hassan green,
granite porphery, synites, hornblende granite, grey granite. They have pleasing colour
uniformity in texture and structure, ability to take polish, ability to yield thin and large
slab on cutting are some important properties of granites.



 BANGALORE DISTRICT
1. Kanakpura taluk Pink multicolored
2. Magadi taluk Gneiss
3. Ramnagaram taluk Pink, multi colour gneiss
4. Nelamangala taluk Pink, multi gneiss

 Dharwad district
1. Shiratti taluk Grey granite
2. Ron taluk Brownish prophyry

 Gulbarga district
1. Shahpur taluk Pink granite
2. Shorapur taluk Pink and grayish pink

 Hassan district
1. Belur taluk Dyke
2. Hassan taluk Dyke

 Kolar district
1. Gudibhanda taluk Grey granite
2. Bhintamani taluk Grey granite
3. Bangarapet taluk Grey granite, Dyke

 Mysore district
1. Chamarajanagar taluk Dyke
2. MM hills taluk Dyke
3. Periyapatna taluk Yellow granite
4. TN pura taluk Yellow granite

 Bellary district
1. Tekkalkot taluk Pink granite, Grey
2. Singadevanahalli Pink granite, Grey

 Bagalkot district
3. Hungund taluk Pink granite, multi
Colored granite & catseye

 Koppal district
1. Koppal taluk Pink
2. Yelburga taluk Porphery green granite
Pink, grey & black granite
& pink gneiss

 Chitradurga district
1. Chitradurga district Grey granite



COMPANY PROFILE
ANANTA GRANITES is a manufacturer of granite tiles, it sales all types of granite tiles
in the national market.

Name of the FIRM : ANANTA GRANITES

Location : S.NO.67/A,

Plot no.2, Tondihal

ILKAL- 587 125

Dist: Bagalkot (Karnataka)

Tq : Hunagund

Tin : 29230741014

Telephone : 9886308335, 9448913723

Type of unit : Partnership firm

Year of Establishment : 2007

Total area covered : 16000 sq.ft

Number of employees : 20

Approximate production p.a : 120000 tiles p.a

Approximate sales p.a : 100000-110000 tiles p.a

Total customers : 100% national oriented

Present turn over : 6.5 - 7 lakhs p.m

Competitors : Rahul Granites, Pooja Granites
Managing Director : Mr. Mohan chavan



VISION
The vision of the firm is to be one of the most outstanding companies in the national
market and to render maximum satisfaction to customers by providing qualitative tiles.

MISSION
The firm’s mission is to be a market leader and to extract maximum market share
And to develop newer, better and more efficient goods in this innovative and challenging
environment



PRODUCT LINE

ANANTA GRANITES sales all the varieties of granite tiles and is one of the
leading manufacturing concern of granite tiles in Ilkal.

NAME: MUDGHAL GREY SLAB

COLOR: GREY WITH BLACK SPOTS

SIZE: AS PER CUSTOMER SPECIFICATION

NAME: RAJESHREE

COLOR: PINK




NAME: RUBY RED

COLOR: RED


NAME: CATS EYE

COLOR: BROWN




HISTORY OF ANANTA GRANITES

INTRODUCTION:
ANANTA GRANITES is a Partnership firm is very well known in the field of
granites in the national market. It was set up in 28th June 2007 and is located at Ilkal city
in Bagalkot district.

ANANTA GRANITES mainly concentrates in the production of Himalayan blue, mudgal
grey, catseye, rajeshree etc. Ilkal has become famous in the national and international
market because of granites exported with production of granite tiles taking the raw
material from surrounding quarries.

ANANTA GRANITES has started with 4 partners that is Mr. Mohan, Mr. Nagaraj, Mr.
Raju and Mr Munna and all of them are active partners. The production is 120000 tiles
approximately per annum with the turnover of 7,00,000 per month. Now a day the
demand for granites is increasing at a high speed.

Following are some of the Granites Factories with Profile
Factories Year of Initial No of Production Turnover
establishment investment employees per annual
Pooja 2007 1.2 Lakhs 20 38400sqft 1,32,00,000
granites
Saka 1992 35 Lakhs 30 30000sqft 55,00,000
Granites
Netravati 2001 80 Lakhs 40 14400 cu mt 10,00,00,000
tiles
Industries

TROLLY



This Trolley takes the raw blocks to the Cutting machine to cut them into tiles.

ESTABLISHMENT:
The four partners as mentioned above established ANANTA GRANITES on 28 th
June 2007 and started production from 19th august 2007 with 15 employees in Ilkal city
which is surrounded by nearly 150 granite factories not only in Ilkal but also near by
villages.

OBJECTIVE:

Objective refers to the basic idea and goal with which any firm is
established. We can even say it is a reason behind the establishment of any firm. And as
we know it very well that every firm has one or the other objective behind its
establishment, in the same way Pooja granite Industries is also established with an
objective to provide ‘good quality of granite slabs with reasonable price as per the
standards and specifications provided by the customers and to contribute to the social
welfare of the society’.

LOCATION:



Location is any area where the industry or firm is set up to carry
out its activities more conveniently and economically. Location of any firm plays an
important role in controlling costs or expenses. A firm must be located in an area where
the transport facility, power facility, etc is easily available.

ANANTA GRANITES is located near by highway which connects to different
cities; power facility is also made at work place with good infrastructure facility. The
company is also providing accommodation to its employees with lights and fans facility.
In short we can say that the firm provides very healthy and lively environment to work,
which we can say is an ideal working environment for any employee to work in the firm.

The firm has separate office for business transactions and
sometimes during the excess production of tiles they are stored in office also. There are
separate quarters for employees to reside.

CAPITAL:

Capital means a business’s total amount of money and property meant for use
in ways or activities that are intended to produce wealth. Capital is nothing but the
finance or funds invested and required to run a business. It is very well said that capital is
the life blood of any business firm. And we know it very well that it is highly impossible
to run a business without capital. So capital plays very important role and need very good
knowledge and experience to make capital investment decisions.

ANANTA GRANITES invested Rs. 1.50 crore initially and sources used to raise
the funds were from banks and own funds. The firm raised 65% of its total capital from
banks and the remaining funds from indigenous lenders and owned funds. The firm has
invested Rs.80 lakhs for plant and machineries. Each machinery cost Rs.15 lakhs. The
company maintains stock of raw materials worth Rs.30 lakhs and finished goods worth
Rs.25 lakhs. The firm maintains working capital of Rs.40 lakhs per year.

FIXED ASSETS:



The investment made in the fixed assets that are required for permanent
use in the enterprise. Fixed assets are nothing but the immovable property related to
business activity, which is owned by the firm. These fixed assets include land and
building, plant and machineries, etc.

ANANTA GRANITES has its own land and building to carry out its
business activities. The firm has also invested Rs.80 lakhs in plant and machineries. The
firm owns 3 machines each cost Rs.15 lakhs. And it also has 3 polishing machines each
cost of Rs.100000 i.e. Rs. 300000. The output given by each machine is 120000 sqft per
month. And it has one edge cutting machine costing 200000.

MANPOWER:

In manpower the entrepreneur ensures that he has the right number of people and
right kind of people with appropriate skills at the right place and the right time to
do work for which they are economically most suitable. Manpower means human
resource that is employees, which constitutes the heart and soul of any business.
Human resources are the real assets of any firm.

When asked to one of the well known businessman regarding the
importance of man power, he sharply answered that ‘take away all my money, take away
all my immovable property, take away my entire business, take away everything but
leave only my employees because if they are there with me I can rebuild my business,
which will be more stronger than this one as we know man power is the key resource to
any business.

ANANTA GRANITES provides employment to 20 employees, which
includes personal accountant, production manager, sales manager, machine operator, etc.
It makes payment to its employees on monthly basis. Manager gets his salary on monthly
basis. Accountant gets fixed amount for preparing the accounts. And the rest of the
employees gets fixed amount of wages on monthly basis. The company divides the work
of 20 employees in 2 shifts. The first shift is from morning 10 to evening 8, and it



consists of 10 workers. The second shift is from night 8 to morning 6, and it consists of
remaining 10 workers.

TARGET CUSTOMERS:

Target customers are the actual customers, who form a particular segment of
the market and these customers produce products keeping in mind the requirements and
the standards specified.

The target customers of ANANTA GRANITES are projects like Shopping
malls, Apartments, used in temples etc.

INVENTORY:

Inventory refers to those goods which are held for eventual sale by the
business enterprise. In other words inventories are stocks of the product a firm is
manufacturing for sale and components that make up the product. Thus inventories form
a link between the production and sale of product. Inventory is nothing but maintaining
the stock of the raw materials and other required materials to carry out production
activities. Inventory plays very important role to carry out the production activity
continuously and to meet the increasing demands of the customers at any time.

ANANTA GRANITES maintains the stock of raw materials worth Rs.
35 lakhs, stock of finished goods worth Rs. 25 lakhs and the working capital is 35 lakhs.

DISTRIBUTION CHANNEL



Production is for consumption. Having produced the products these need to be
made available to the final users of the product i.e. the consumers scattered in large
geographical areas. Since many a times it becomes extremely difficult if not impossible
to reach the customers on its own the firm needs the help of marketing intermediaries like
wholesalers and retailers to reach their products to the final customers. These
intermediaries serve as channels to reach the products to the customers. Network or
distribution channel is the process or steps undertaken by the firm, which includes the
movement of finished goods from production point to the consumption that is to the final
consumers.

Since from its inception ANANTA GRANITES follows the direct
marketing as well as 1 level channel.

Manufacturing Manufacturing

Customer Dealers

Customer

The firm sells its products directly to customers or through dealers, to the far places like
Bangalore, Delhi, Kolkata, Chennai, Kerala, Surat, etc. This is how the firm distributes its
products and reaches the final customers.

PRODUCTION



Production deals with the relationship between the input and output. The
process includes the blasting of raw rocks and making from into the fine blocks, which
are ready to export, and polishing purpose. The raw materials, which are left after making
the blocks, are stored in a unwanted place and this place is called as dump yard the
distance between the dump yard and the production place should be 0.5 km to 2km.

The company purchases raw blocks from quarries and cut them in to fine
tiles and after cutting the tiles are sent to polishing unit, these polished tiles are stored in a
godown and are ready to sell. Quality with affordable price is the main motto of
ANANTA GRANITES.

The company is mainly producing pink rajeshree, ruby red, mudgal grey,
and other available colors of tiles.
Production process is carried on high technology machines etc were these
machines cost around 80 lakhs.

RAW MATERIAL



ANANTA GRANITES purchases all its raw materials from the supplier’s at
BALKUNDI



CUTTING MACHINE

There are totally 3 main cutting machines in the company. These are water cutting
machines. These machines cut the raw blocks into tiles of particular size specified by the
customers. The following are the different sizes of tiles.

Length and breadth
The tiles size is two by one feet of all the tiles



POLISHING UNIT

In ANANTA GRANITES there are totally 3 polishing units. Each unit costing nearly 15
lakhs rupees.

The polished granites tiles are packed in a systematic manner to avoid the
breakage of tiles. Then these are ready for export to national and international market.

There are no of workers working in the polishing factory. The workers are
divided on their work done, cutting men is separate one who has experience in cutting the
blocks the polishing worker is been appointed separately for polishing the granite tiles.

The polishing process required high technique machineries for cutting and
polishing. The water is required in the cutting and sizing the granite tiles.

MARKETING DEPARTMENTS



Marketing management in ANANTA GRANITES.

Marketing is a philosophy of consumer oriented venture in which managers
make decisions to assure customer satisfaction as their top priority and it’s a total system
of interacting business activities designed to plan, price, promote and distribute want
satisfying products and services to present the potential customers.

“Objectives”

1. To understand the importance of marketing in ANANTA GRANITES.
2. To forecast the future demand of tiles.
3. To identify target markets.
4. To identify the common marketing problem faced by the company.
5. To identify the marketing process of the company.
6. To understand the significance of service marketing.
7. To identify the prevailing export environment and procedures, formalities, and
documentation required for exports.

Importance of Marketing

1. It is totally depends on personal efforts and resources, making it informal and
flexible.
2. To identify customer needs and wants
3. Satisfying the customer needs and wants of the customer.
4. Understanding the prevailing market conditions.

Problems faced by the company



1. Local and limited market: The Company is facing marketing problem in local
and limited market due to more competition.

2. Heavy competition: due to heavy competition it has became difficult to attract
customers.

3. Lack of sales force: The Company cannot afford to maintain a well-oiled because
of selling expense will be increasing.

4. Lack of transportation: In this area we are not got the all transportation
facilities, we have using only road transport.

Marketing mix elements:

There are number of aspects involved in marketing a product. Some of them
are controllable and others are uncontrollable. It is the combination of 4 P’s viz

 Product
 Price
 Promotion
 Place



• Product:
The product consists of the policies and procedures relating to the
product times to be offered and services to be rendered. It also includes research
and development programmes and the new product policy. It includes everything
a customer gets design, quality, packaging.
ANANTA GRANITES design on the basis of customer order and company
preparing different size on basis of customer order.
Types of tiles
1. Ruby red
2. Cats eye
3. Mudgal grey
4. NH
5. Rajeshree
6. Himalayan blue
7. RBI
8. C.K
9. P.G

Quality: the Company maintaining good quality in the field of granite products.

Packaging: packing is considered as an important element of product mix.
ANANTA GRANITES material firm uses to pack the tiles is card board boxes
which are packed by using gum tape.



Price: This element of marketing mix consists of the policies and procedures
relating to the price level, price specification, and the price policy .The company
charges the amount of money to the granite tiles, or the sum of the values that
consumers exchange for the benefits of the of having or using the product or
services.

 Ruby red Rs.45/tile
 Cats eye Rs.65/tile
 Mudgal grey Rs.36/tile
 NH Rs.45/tile
 Rajeshree Rs.36/tile
 Himalayan blue Rs.45/tile
 RBI Rs.65/tile
 C.K Rs.35/tile
 P.G Rs.45/tile

ANANTA GRANITES has adopted penetration pricing strategy.

• Promotion:
This element includes special selling plans or devices directed at or through
the trade, form of devices for consumer promotions and trade promotions.
The company providing transportation facilities on the basis of bulk orders.

• Place:
This element includes policies and procedures relating to the channels to be
used between the plant and the consumer, the degree of selectivity among
wholesalers and retailers and attempts to co- operation of trade.



TRANSPORTATION

The sized blocks and granites tiles are transported to the for away places
through Lorries. The sized blocked and tiles are exported to the foreign countries
through ship, up to the ship or port the transport is made through Lorries.
Lorries till karwar carry transport of tiles and polished tiles and then the
shipment is done to different countries by ship. The transport of blocks is done
through the permit. This is obtained from the concerned authorities.
The firm bears the transportation cost and traveling cost, ere the workers
are allowed free services to the co and from co. to their places.

COMPETATION

ANANTA GRANITES faces heavy competitions as there are many granite
industries in ilkal. But the firm mainly faces competition from following industries.

• Pooja Granites
• Govardhan Granites
• Rahul Granites

MEDICAL FACILITY

Every company or industry has its own medical facilities provided to the
workers in the company like wise the Gem Company. Has also medical facilities
provided to the workers. The company has its own separate dispensary, were the
qualified and experienced medical officers has been appointed.

The medical facilities are provided to the workers, if following conditions
is there:
• If there is any injury during the blasting process
• If there is any accident by the vehicle while working in the company
• If there are any injuries while working in the machinery repairs.
• If there is any injury while working in the dept of the quarry
• If there is any injury working in the electrical department.

The medical facility is provided to workers is at the cost of the free
services the workers don’t incurs the cost.



LEAVES

Every worker or employees require the leaves, which may be official or
personal. The co. is also providing the leaves facility to the employee working in the
company. There are 12 casual leaves and 15 sick leaves provided by the co. to the
employees for every year for every 200 working days, the company has provided I day
leave for every 20 days.

More leaves are provided if the employees or workers are suffering from
the diseases like fever, malaria, typhoid, and other diseases. If they provide
medical certificate to the co. the company has the authority to deduct the absent
salary from their monthly salary.

The company provides the finance facility for the employee who
is sick for long days. The medical leaves are provided to the workers or employee on their
sickness

Selection procedure of the employees:

The firm selects the employees required for the concerned jobs through the selection
procedure. The procedure is as follows:

1] Job analysis: It refers to the study if job in terms of duties,
responsibilities, risks and other factors associated with each kindle of job. It
is the basis for the selecting the right candidate to the right job. It is essential
to finalize the job analysis, job description, job satisfaction and employee
satisfaction before proceeding to the next step.

2] Recruitment: It refers to the process of searching fork prospective
employee and stimulating them to apply for jobs to the co. Selection of right
no and kind of candidate depends upon affective requirements.



3] Application form: It is also known as application blank it is widely
accepted techniques for securing information from the prospective
candidates. The co. asks the applicant to apply on white paper giving
particular about his name, date of birth, mailing address, education,
qualification, experience, etc.

Contents of Application Form:

Personal background information

A. Education attainment
B. Work experience
C. Salary expected.

PERFORMANCE APPRAISAL
Appraising performance of individuals, groups and organization has
become a common Patrice. The co has it’s own appraisal method. The employers
has to evaluate officer has to appraise the performance of their subordinates

In this the performance appraise is done in a systematic and planned manner.
The term performance refers to the degree of accomplishments of the job or ultimate
result, on the other hand the term appraisal refer on the evaluation of or assessment of
work being done in terms of quality, quantity, honest and working capacity, etc.

Content of the performance Appraisal:-



It depends upon the nature and level of job. It is not uniform for all types of
jobs.

1] Regularity of attendance

2] Leadership style

3] Ability to work with others

4] Initiative

5] Technical skill

6] Judgment skills

7] Area of work interest.



ORGANIZATION CHART

Proprietor

General Manager

Personal Accountant Production Manager Sales manager

Cutting department Polishing department Labours

Edge cutting

Scope and Limitations of the Research

The study is constrained only to customer satisfaction..
Analysis of primary data is done on the assumption that the answers given by the
respondents are true and correct.
Time and Resource Constraints.



OBJECTIVES OF THE STUDY

The main objective of the study in ANANTA GRANITES is

• To know the satisfactory level of customers.
• To establish various strategies to enhance the satisfactory level of
customer.
• To find out the reasons for the dissatisfaction of customers(if any)
• To know the preference of customer towards different products of the
company.
• To know at what prices customers favour to purchase our tiles

RESEARCH METHODOLOGY:-

Problem statement:

Now a days there is a heavy competition in each and every field and
the granite industry is one of the fast developing industries, it also faces the competition.
Now-a- days granite industries are established even in small towns, which are helping to
provide employment opportunities in the local areas.

Customer satisfaction plays a major role in the success of any
business. Therefore the research, which I have undertaken is to calculate the level of
satisfaction of the customers of ANANTA GRANITES.

Type of Research:

The research is primarily quantitative in nature. The study is based on data
collected through structure questionnaire from the respondents and interviews conducted
with the respondents.

METHODOLOGY



Tools of data collection
Data is any information – facts, concepts, and sensation represented in a formal
manner, suitable for communicating, interpreting, or processing. Data is the base for
every research work. The data collected for the purpose of analysis include both primary
and secondary data.

1) Primary Data: The primary data has been collected at first hand through direct
personnel interviews, using structured questionnaires. The information is collected from
sampling from sampling that allows concentrating on customers and hence devoting more
energy to ensure that the information collected is accurate one. Primary data has been
collected directly from the respondents and the proprietor of the firm.

2) Secondary Data: I collected the information about the history of the Granite
industries with the help of Internet service. And I don’t have any secondary data
regarding ANANTA GRANITES.

Research Techniques:-
Structured Questionnaire
Personal Interviews
Statistical Tools. Tables / Chart

Sample unit:
departments.

Sample size:
Sample Size: 100

Sampling Technique:



The research technique used is Stratified Random Method.

Sampling Profile
Educated
Earning Good Income
Good Lifestyle
Sample unit:
departments.

Sample size:
Sample Size: 100
The sample size, which is taken for the study is of 100 customers at ANANTA
GRANITES and was randomly selected. These samples were been provided with a
complete set of questions on which the information was elicited and their response was
recorded. A questionnaire was drafted in such a way that it covered the various aspects of
the required subject.

SWOT ANALYSIS



STRENGTHS

• Good quality products
• Favorable working hours.
• Good working conditions
• Favorable environment
• Easy transportation
• Good infrastructure.
• Goodwill of the firm.

WEAKNESSES

• Lack of skilled labors.
• Problem of power

OPPORTUNITIES

• Provides employment opportunities
• Wide market area.

THREATS

• Establishment of more granite industries.
• Large number of competitors



ANALYSIS

AND

INTERPRETATION

1. Occupation of the customer?

Particulars Respondents Percentage



Business man 59 59%
Professional 03 3%
Employee 29 29%
other 09 09

Analysis:

On the basis of above table 59% of the respondents are Business man and 3%
of the respondents are professionals, 29% are employees and others are 9%.

60

50

40

30

20

10

0
businessmen professsional employee others

INTERPRETATION:

By conducting survey regarding the occupation of the respondents, 59% of the
respondents are Business man and 3% of the respondents are professionals, 29% are
employees and others are 9%.

2. How often you visit ANANTA GRANITES?

Daily 02 02%



Weekly 25 25%
Fortnightly 40 40%
monthly 33 33%

40
35
30
25
20
15
10
5
0
daily weekly fortnightly monthly

Analysis:

On the basis of above table 2% of the respondents are coming daily, 25% of
respondents are coming weekly and 40% of the respondents are coming fortnightly and
33% of respondents are visiting monthly to ANANTA GRANITES .

INTERPRETATION:

By conducting survey regarding the visiting of customers to ANANTA GRANITES the
outcome was 2% of the respondents are coming daily, 25% of respondents are coming
weekly and 40% of the respondents are coming fortnightly and 33% of respondents are
visiting monthly to ANANTA GRANITES.

3. What range of tiles do you prefer?



Particulars Rs. 30-35 Rs.40-50 Rs.55-65 Rs.65& above
Respondents 45 30 18 07
percentage 45% 30% 18% 07%

Analysis:

On the basis of above table 45% of the respondents prefer Rs.30-35, 30% of the
respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, 7% of the
respondents prefer above 65 Rs.

50

40

30

20

10

0
Rs.30-35 Rs.40-50 Rs.55-65 Rs.65& above

INTERPRETATION:

By conducting survey regarding price preference of the tiles we come to
know that 45% of the respondents prefer Rs.30-35, 30% of the respondents
prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, 7% of the
respondents prefer above 65 Rs.

4. Why do you purchase tiles from ANANTA GRANITES?



For sale 63 63%
For own use 37 37%

Analysis:

On the basis of above table 63% of the respondents purchase tiles for further sale, and
37% of the respondents purchase for own use.

70
60
50
40
30
20
10
0
for sale ow n use

INTERPRETATION:

By conducting the survey regarding the purchase decision of the tiles from
ANANTA GRANITES it was found that 63% of the respondents purchase tiles for
further sale, and 37% of the respondents purchase for own use.

5. What factor made you to purchase tiles from ANANTA GRANITES?




quality 45 45%
price 32 32%
Easy transport 16 16%
Nearness 7 7%

Analysis:

On the basis of above table 45% of the respondents purchase for quality, 32% for price,
16% for easy transport and 7% due to nearness

45
40
35
30
25
20
15
10
5
0
quality price easy transport nearness

INTERPRETATION:

By conducting the survey regarding the preferential factors of ANANTA
GRANITES we came to know that 45% of the respondents purchase for quality, 32% for
price, 16% for easy transport and 7% due to nearness of the firm to their place.

6. Which of the distribution channel you are satisfied if the company provides?

2 level 28 28%
1 Level 54 54%



0 Level 18 18%

Analysis:

On the basis of above table 28% of the respondents are satisfied with 2 level channel,
54% of the respondents are satisfied with 1 level channel, 18% of the respondents are
satisfied with 0 level that is direct marketing.

2 level
1 level
0 level

INTERPRETATION:

By conducting survey regarding the type of distribution channel the outcome
was 28% of the respondents prefer 2 level that is from manufacturer-broker-retailer-
customer, 54% of the respondents prefer 1 level that is from manufacturer- dealer-
customer because there are more number of businessman who act as dealers to reach the
final consumers and 18% of the respondents prefer 0 level that from manufacturer-
customer, because there are very less customers who buy them for self consumption.

7. Whether the company provides exchange facilities to you?

Yes Nil Nila
No 100 100%



Analysis:

On the basis of above table 100% of the respondents are not getting exchange
facility.

Exchange Facility

120 100%
100

80 Respondents
60
40
20
0
0
Yes No

INTERPRETATION:

After conducting survey regarding exchange facility to customers, the outcome
was pooja granite industries is not providing any exchange facilities to its customers,
which means that 100% of customers said that they are not getting any exchange facility
from the company, because it is the responsibility of the customers to take care of the
products delivered.

8. Do you recommend others to purchase tiles from ANANTA GRANITES?

No Nil Nil



yes 100 100%

Analysis:

On the basis of above table 100% of the respondents said that they recommend
others to purchase tiles from ANANTA GRANITES

Recommend

120 100%
100

80 Respondents
60
40
20
0
0
No Yes

INTERPRETATION:

After conducting survey regarding whether they recommend other customers to
purchase the tiles from ANANTA GRANITES 100% of the customers said that they
recommend others to purchase.

9. Who influenced you to purchase tiles from ANANTA GRANITES?

Particulars Ads Friends Family Other



members dealers
Respondents 30 49 21 0
Percentage 30% 49% 21% 0%

Analysis: On the basis of above table 30% of the respondents said that the ads
influenced them 49% said friends influenced them, 19% said family members
influenced them and none were influenced by other dealers.

50

40

30

20

10

0
Ads friends family members other dealer

INTERPRETATION:

By conducting survey regarding who influenced them to purchase tiles from
ANANTA GRANITES 30% of the respondents said that the ads influenced them to
purchase tiles, 49% said friends influenced them to purchase, 19% said family members
influenced them and none were influenced by other dealers.

10. Do you get the delivery of tiles from ANANTA GRANITES at correct time?



Yes 100 100%
No Nil Nil

Analysis:

On the basis of above table 100% of the respondents said that they get delivery of
tiles on time.

120%
100%
100%
80%
60% Respondents
40%
20%
0%
0%
Yes No

INTERPRETATION:

When asked to customers that whether they get the delivery of tiles on time we
came to know that all the customers were satisfied with the delivery of tiles at right time
from ANANTA GRANITES.

11. How do you give orders to the company?



Mail 8 8%
Telephone 68 68%
Direct Contact 24 24%
Fax Nil Nil

Analysis:

On the basis of above table 8% of the respondents give orders through mail, 68%
of the respondents give orders through telephone and 24% of the respondents give orders
through direct contact.

70
60
50
40
30
20
10
0
m ail telephone direct contact fax

INTERPRETATION:

After conducting a survey on how do the customers give orders the company, the
outcome was that 8% of the customers give orders through mail, because these customers
stay in far places like Delhi, Mumbai etc. 68% of the customers give orders through
telephone, because these customers know about the company and they are old customers
who often buy from this company. and the rest 24% of the customers give orders by
direct contact, because these customers are new to the company and they give orders
through directly visiting the firm and none prefers fax for giving the orders.

12. How is the customer relationship of ANANTA GRANITES.



excellent 38 38%
Good 46 46%
ok 16 16%
Poor nil nil

Analysis:

On the basis of above table 38% of the respondents said excellent about the
customer relationship of ANANTA GRANITES, 46% said its good, 16% said ok.

50

40

30

20

10

0
excellent good ok poor

INTERPRETATION:

When we enquired about how is the customer relationship of ANANTA
GRANITES we came to know that 38% of the customers were very impressed with the
customer relationship and said it was excellent, 48% of the respondents said that it was
good and 16% of respondents said it is ok.

13. Are you satisfied with ANANTA GRANITES products?



Yes 100 100%
No Nil Nil

Analysis:

On the basis of above table 100% of the respondents are satisfied towards the
product.

Satisfaction towards the product

120%
100%
100%
80%
60% Respondents
40%
20%
0
0%
Yes No

INTERPRETATION:

After conducting the survey regarding the satisfaction of customers towards
the product that is the slabs, the outcome was that all the customers are satisfied, which
means that 100% customer satisfaction was achieved in this respect because the firm
provides the quality slabs as the size prescribed by the customers and at better price to its
customers.

14. What type of the tiles do you prefer to purchase from ANANTA GRANITES?



Particulars Cats eye Ruby red Mudgal grey Rajeshree Others
Respondents 22 26 8 38 6
percentage 22% 26% 8% 38% 6%

Analysis: On the basis of above table 22% of the respondents prefer Cats eye, 26% of
the respondents prefer Ruby red, 8% of the respondents prefer Mudgal grey, 38% of the
respondents prefer Rajeshree and 6% of the respondents prefer other types of slabs.

Respondents

40 38
no.of respondents

35
30 26
25 22
20 Respondents
15
10 8
6
5
0
Cats eye Ruby red Mudgal grey Rajeshree Others
Types of slabs

INTERPRETATION:

By conducting survey regarding what type of the slabs the customers prefer the
response was 22% of the customers prefer Catseye, because it is costlier and used for
decorative purpose like mouldings, borders and walls. 26% of the customers prefer Ruby
red, because it is a commercial material and is used in selected places in south. 8% of the
customers prefer Mudgal grey, because it is used only in houses. 38% of the customers
prefer Rajeshree, because it is also a commercial product used maximum in shopping
molls and big apartments and it is hard material than other state slabs and the rest prefer
other type of slabs, like Gem red, Himalayan blue etc

14. Does the firm provide credit facility to you?



Yes 86 86%
No 14 14%

Analysis:

On the basis of above table 86% of the respondents are getting credit facility and
the rest 14% of the respondents are not getting credit facility.

100

80

60

40
20

0
yes no

Interpretation : when we asked the customers regarding whether ANANTA
GRANITES provides credit facility 86% of the respondents said that ANANTA
GRANITES provides credit facility and 14% of the respondents said that it does not
provide credit facility.

15. Do you face any problems while purchasing tiles from ANANTA GRANITES?



Yes 0 0%
No 100 100%

Analysis:

On the basis of above table all the customers said that they don’t face any problems
during purchasing the tiles from ANANTA GRANITES.

120 100%
100

80 Respondents
60
40
20
0
0
Yes No

Interpretation: when I enquired to customers that whether they face any problems while
purchasing tiles from ANANTA GRANITES, all customers said that they won’t face any
problems while purchasing the tiles.



16. Any other Suggestions?

_______________________________________________________
_______________________________________________________
_______________________________________________________



FINDINGS

According to the survey I conducted the important findings that I came to found out
during my survey were:

 Most of the respondents visiting ANANTA GRANITES are Business man and
some are employees.
 most of the respondents are visiting fortnightly and some of them are visiting
weekly and monthly to ANANTA GRANITES
 Most of the respondents prefer price of Rs.30-35, nearly 30% of the
respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, and a
negligible percent of the respondents prefer above 65 Rs.
 Most of the respondents purchase tiles from ANANTA GRANITES for
further sale, and only 37% of the respondents purchase for own use.
 Most of the respondents purchase tiles of ANANTA GRANITES for quality,
32% for affordable price, and 16% for easy transport and some of them due to
nearness of the firm to their place.
 Most of the respondents prefer 1 level and 18% of the respondents prefer 0
level and some others prefer 2 level and 1 level channel.
 ANANTA GRANITES is not providing any exchange facilities to its
customers, which means that 100% of customers said that they are not getting
any exchange facility from the company.
 100% of the customers said that they recommend others to purchase.
 Most said friends influenced them to purchase, some others said family
members and ads influenced them and none were influenced by other dealers.
 Customers were satisfied with the delivery of tiles at right time from
ANANTA GRANITES.
 Some of the customers give orders through mail, A high percentage of the
customers give orders through telephone, and the rest 24% of the customers
give orders by direct contact,
 We came to know that some of the customers were very impressed with the
customer relationship and said it was excellent, most of the respondents said
that it was good and only 16% of respondents said it is ok.


 Customer satisfaction was achieved in respect of the quality tiles as ANANTA
GRANITES produces size prescribed by the customers and at better price.
 Some of the customers prefer Catseye, because it is costlier and used for
decorative purpose like mouldings, borders and walls. 26% of the customers
prefer Ruby red, because it is a commercial material and is used in selected
places in south, because it is used only in houses. Most of the customers prefer
Rajeshree, because it is also a commercial product
 ANANTA GRANITES provides credit facility 86% of the respondents said
that ANANTA GRANITES provides credit facility and 14% of the
respondents said that it does not provide credit facility.
 All customers said that they won’t face any problems while purchasing the
tiles.



SUGGESTIONS AND RECOMMENDATIONS

The study helped me a lot to gain the information regarding customer satisfaction at
ANANTA GRANITES, after the survey some of my recommendations are

• Most of the customers are business man who purchases tiles for further trading;
through proper promotion of tiles it can attract more customers.
• It should improve customer relationships a bit more.
• Quality is the main strength of ANANTA GRANITES so it should maintain it and
try to improve it.
• The firm needs to advertise its products in a proper media of advertising to attract
more and more customers and to retain its present customers.
• The firm should opt latest technology of production to produce more tiles at lesser
time and to increase its productivity.
• The firm needs to attract newer segments of customers so as to increase demand
for its products.



CONCLUSIONS

After conducting a survey on ‘Customer satisfaction’ at ANANTA GRANITES conclude
that

ANANTA GRANITES shares a good customer relationship.
As there are a lot of granite industries in Ilkal ANANTA GRANITES face immense
competition.
Heavy competition has made customers to get confused about the product and even
about the price.



BIBLIOGRAPHY

• Internet (History of granites)
www.google.com

• Marketing research by tull and Hawkins.



SURVEY ON CUSTOMER SATISFACTION IN ANANTA GRANITES

QUESTIONNAIRE

Name of the respondent: __________________________________

Designation : __________________________________

Name of the Company : __________________________________

Address : __________________________________

__________________________________

__________________________________

Age :

State :

Country :

Phone No : ____________________________

Cell No : ____________________________

Email Id : ______________________________



1. Occupation of the customer?

A. Businessmen B. Professional

C. Employee D.Others



2. How often you visit ANANTA GRANITES?

A. Daily B. Weekly

C. Fortnightly D. Monthly

3. What range of tiles do you prefer?

A. Rs. 30-35 B. Rs.40-50

C. Rs.55-65 D. Rs.65& above

4. Why do you purchase tiles from ANANTA GRANITES?

A. For sale B. For own use

5. What factor made you to purchase tiles from ANANTA GRANITES?

A. Quality B.price

C. Easy transport D.Nearness

6. Which of the distribution channel you are satisfied if the company provides?

A. 2 level B.1 level C. 0 Level

7. Whether the company provides exchange facilities to you?

A. Yes B. No

8. Do you recommend others to purchase tiles from ANANTA GRANITES?

A. Yes B. No



9. Who influenced you to purchase tiles from ANANTA GRANITES?
A. Ads B. Friends

C. family members D. Other dealers

10. Do you get the delivery of tiles from ANANTA GRANITES at correct time?

A. Yes B. No

11. How do you give orders to the company?

A. Mail B. Telephone

C. Direct Contact D. Fax

12. How is the customer relationship of ANANTA GRANITES?

A. excellent B. Good

C. Ok D. Poor

13. Are you satisfied with ANANTA GRANITES products?

A. Yes B. No

14. What type of the tiles do you prefer to purchase from ANANTA GRANITES?

A. Cats eye B.Ruby red

C. Mudgal grey D.Rajeshree

E. others

15. Does the firm provide credit facility to you?

A. Yes B. No



16. Do you face any problems while purchasing tiles from ANANTA GRANITES?

A. Yes B. No


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