The document discusses a study on customer satisfaction at Surya Engineering Works in Vijayawada. It outlines the objectives of studying customer satisfaction, service quality, and loyalty. Data was collected through surveys. Key findings indicate that most customers are satisfied with services and charges. However, some felt staff skills could improve. Suggestions include considering customer problems fully and maintaining sales and service equality. In conclusion, most customers are highly satisfied with Surya's overall performance.

1. A STUDY ON “CUSTOMER SATISFACTION”
IN SURYA ENGINEERING WORKS at
VIJAYAWADA
Under the guidance of Presented by
Mrs.Y.V.Naga Kumari B.Mahesh Babu
Asst. Professor 12481E0046

2. Customer Satisfaction
• A measure of how products and/or services supplied
by a company meet or surpass customer expectation.
• "Customer Satisfaction is a comprehensive strategy
and process of acquiring, retaining, and partnering
with selective customers, to create superior value for
the company and customer.--JAGADISH N.SHETH

3. Needfor study
• To understand the satisfaction level of the customer
regarding the service provided by Surya Engineering
Works.
• To understand what are the customer requirement and
improvement required by them in service

4. Objectives of the study
• To know the customer satisfaction regarding surya
engineering works
• To identify customer interest in buying hydraulic
pumps.
• To find service rendered by the company
• To know price impact on product purchase
• To find word of mouth impact on product purchase.
• To study the customers loyalty towards the surya
engineering works.

5. Scope of the study
• Scope of the study mainly to know the current
level of customer Satisfaction.
• To give suggestions regarding improvement of
performance Standard of the company.
• To inform the management about current level.
• The project is carried out for the period of 45
days only.

6. Limitation of the Study
• The responses given by the respondents may not be
true.
• The respondents may be careless in responding to the
questionnaire.
• The project is carried out for the period of 45 days only.
• This study limits to the geographical area of
Vijayawada. So it could not give an accurate picture
about Andhra Pradesh.
• Major part of the study based on secondary data. The
data availability is still scarce for calculating various
important practices.

7. Research Methodology
 Primary data
 Secondary data

8. INDUSTRY PROFILE

9. Introduction
The Indian hydraulic industry started in early
sixties primarily with an objective of import
substitution of some of the hydraulic products being
used by the industry in various applications.
The application of hydraulic control and drive
systems has resulted in new designs and improved
efficiency for machines and installations.

10. Growth of Hydraulic Industry
The Indian hydraulic industry started in early sixties
primarily with an objective of import substitution of
some of the hydraulic products
The Industry covered under the study has total market
demand in the year 2012-13of about Rs. 855 crores.
Estimated demand of Hydraulic 2013-14 : 1010

11. FUTURE MARKET OVERVIEW OF HYDRAULIC
INDUSTRY
• Demand from the Construction Industry to Propel the
`19.72 Billion Indian Hydraulic Components Market
toward `50.43 Billion in 2017
• India’s Emergence as a Manufacturing Hub Attracts
International Participants to its Hydraulics
Components Market
• The Government of India’s planned investment of `45
trillion in infrastructure in the 12th five year plan

12. COMPANY PROFILE

13. COMPANY PROFILE
Name of company : SURYA ENGINEERING WORKS
Year of Est., : 2004
C.E.O : Mr. Y. V. KRISHNA MOHAN
Production type : Automatic and Manual

14. SERVICES RENDERED:
 Cylindrical applications
 Hydraulic cylinder &power package manufacturers
division
 Vehicle body building special applications

15. COMPITITORS
• Swathi Hydraulic
• Applied hydraulics
• V V N hydraulics

16. VISION:- Our vision is to be a leader in manufacturing
& contracting companies in the hydraulic segments
by adopting international standards.
MISSION:- With our commitment to high quality,
advance technology, innovation & customer
satisfaction by always ensuring that integrity, safety,
environment friendly & efficient solutions.

17. Theoretical Analysis

18. CUSTOMER SATISFACTION
Customer satisfaction is related to the human activity
directed at satisfying human wants through the
exchange of products.

19. CUSTOMER SATISFACTION IN
VARIOUS STAGES
• ROLE OF CUSTOMER SATISFCATION IN PRE-
PURCHASE STAGE
• ROLE OF CUSTOMER SATISFACTION IN
PURCHASE STAGE
• ROLE OF CUSTOMER SATISFACTION IN
USAGE STAGE
• ROLE OF CUSTOMER SATISFACTION IN RE-
PURCHASE STAGE

20. DATA ANALYSIS & INTERPRETATION

21. 1 Is the company providing service as per your
requirement?
41
0
0
5
10
15
20
25
30
35
40
45
Yes No
No. of Respondents

22. 2 Please rate the attitude of surya engineering works
staff?
6
27
6
2
0
5
10
15
20
25
30
Excellent Good Fair Poor
No. of Respondents

23. 3 Do you agree, the company services engineer has
been completely professional?
3
30
8
0
0
5
10
15
20
25
30
35
Strongly
agree
Agree Disagree Strongly
disagree
No. of Respondents

24. 4 How do you feel about company services
department?
29
4
7
1
0
5
10
15
20
25
30
35
Excellent Satisfied Average Not satisfied
No. of Respondents

25. 5 Do you think the service charges / repair charges
were reasonable?
38
3
0
5
10
15
20
25
30
35
40
Yes No
No. of Respondents

26. 6 Is the company providing the service in time?
33
8
0
5
10
15
20
25
30
35
Yes No
No. of Respondents

27. 7 How do you rate company responsiveness in
dealing with you?
6
24
8
3
0
5
10
15
20
25
30
Excellent Good Satisfactory Poor
No. of Respondents

28. 8 What is your experience related to availability of
services from surya engineering works?
31
7
3
0
0
5
10
15
20
25
30
35
Excellent Satisfied Average Not
satisfied
No. of Respondents

29. 9 Based on your overall experience, would you visit
this service center again?
38
3
0
5
10
15
20
25
30
35
40
Yes No
No. of Respondents

30. 10 How would you rate the performance of the surya
engineering products?
0
5
10
15
20
25
30
Excellent Good Fair Poor
No. of Respondents

31. 11 Is there any drawback in company’s services?
6
35
0
5
10
15
20
25
30
35
40
Yes No
No. of Respondents

32. 12 Please rate the company’s overall performance?
32
6
3
0
0
5
10
15
20
25
30
35
Excellent Satisfied Average Not
satisfied
No. of Respondents

33. 13 How easy was it to make your first contact with
Surya engineering works staff?
29
7
5
0
0
5
10
15
20
25
30
35
Excellent Satisfied Average Not
satisfied
No. of Respondents

34. 14 Was your complaint/enquiry dealt with
promptly?
37
4
0
5
10
15
20
25
30
35
40
Yes No
No. of Respondents

35. 15 If we gave any information or advice, was it easy
to understand?
5
23
9
4
0
5
10
15
20
25
Excellent Good Satisfactory Poor
No. of Respondents

36. FINDINGS OF THE STUDY
• Few number of customers felt that, staff still requires the
key skills to perform the tasks.
• Customers feel that they won’t get the same response what
they get during the sales.
• Organization is providing the services as per customer’s
requirements.
• As per customer’s perception, organization services
charges are reasonable.
• Organization is maintaining good relations with their
customers.
• Most of the customers say that they are ready to repurchase
the services.

37. SUGGESTIONS
• Customer’s problems should be considered properly
and give the services effectively.
• Management should interface frequently in order to
make sure that all of its customers are satisfied.
• Management must provide equal weight age for both
the sales and service, as both are related to the
customers.
• Must be able to acquire more customers as it sole
leadership, this can be done by providing right
service for the customers.

38. CONCLUSION
Here most of the customers are highly satisfied with
the company overall performance that is 81% and
14% of the customers are satisfied and remaining 5%
of the customers are not satisfied with the company
performance. Company concentrates on customer
retention and it is done by giving the best service with
reasonable price.