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m22mb03,.........3_major_project[1][1].pptx
1. MAJOR PROJECT PRESENTATION
ON
CUSTOMER SATISFACTION AT VIJAYA DAIRY
PRESENTED BY
BOLLAM NAGA SANDEEP KUMAR
M22MB033
UNDER THE GUIDANCE OF
DR. K. JAIPAL
ASSISTANT PROFESSOR
2. CONTENTS
INTRODUCTION
NEED FOR THE STUDY
OBJECTIVES OF THE STUDY
SCOPE OF THE STUDY
RESEARCH METHODOLOGY
LIMITATIONS OF THE STUDY
COMPANY PROFILE
DATA ANALYSIS
CONCLUSION
SUGESSTIONS
3. INTRODUCTION
Customer satisfaction is defined as a measurement that determines how happy customers are with a
company's products, services, and capabilities.
Customer satisfaction information, including surveys and ratings, can help a company determine
how to best improve or changes its products and services.
A good customer satisfaction will include Listening, understanding your customer's needs, thanking
the customer and promoting a positive, helpful and friendly environment will ensure they leave with
a great impression. A happy customer will return often and is likely to spend more.
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a
measure of how products and services supplied by a company meet or surpass customer expectation.
4. The seven core principles of customer service are working as a team, listening to your
customers, building relationships, practicing honesty, showing empathy, knowing your product,
and making every second count.
5 basic levels of customer satisfaction includes
Level 1 - Meet your client's expectations
Level 2 - Exceed your client's expectations
Level 3 - Partner with your client's goals and objectives
Level 4 - Be up-to-date with technology infrastructure
Level 5 - Win over the business user on a personal level
The three Cs of customer satisfaction: Consistency, consistency, consistency.
5. Need Of The Study
Customer satisfaction should be of great concern in all organization. Customer satisfaction
plays the key role in the growth of any organisation. Customer satisfaction is one way in
which on organization gets establishment and gains recognition among the public.
6. Objectives of the study
1. To examine consumers habit of using quantity and type of milk.
2. To examine consumer perceptions towards brand availability.
3. To examine the level of consumer satisfaction for Vijaya brand milk in
Warangal.
7. Scope of the study
The present project work is confined to Vijaya Dairy milk only. Further the
study is based on the sample of 140 customers at different locations in
Warangal city.
Though consumer perceptions include many aspects, the present study is
confined to certain aspects only included in the questionnaire.
8. Research methodology of the study
Primary data from the customers is collected through administering
structured schedules on sample respondents.. For this purpose, a
questionnaire was designed with 15 questions on different aspects on
consumer perception of Vijaya Dairy milk.
The secondary data is collected out from the annual reports of Vijaya milk
and various other published documents. Internet sources were also used to
collect information on Dairy industry in India and Telugu States.
9. Limitations of the study
The following are the limitations of the study. The sample is only 140 respondents. As
such, it can not be claimed as large sample considering the size of milk users in
Warangal city. Small sample was selected due to the constraints of time, money and
effort. Thus, the findings cannot be generalized.
In certain cases the data is collected through observation. Such data may not be
accurate and therefore the findings of the study can be called as near to accuracy
only. This study is based the respondents at Vijaya Dairy parlours only.
10. Company profile
In the colonial period dairy industry was largely an unorganized activity. The origin of dairy farnis under
public management goes back to 1886, when the Department of Defence established a few dairy farms
to supply milk and milk products to the British troops.
In 1970, the National milk grid was established in India. The grid is beneficial to both the producers and
consumers of milk as it brings down the price of milk in cities offers a fair share of lean season price to
the producers and consumers.
11. The dairy development programmes sponsored by the National dairy Development Board (NDDB),
constitutes a significant step in promoting rural development.
These schemes were carried out in three phases: Operation flood I, Operation flood II & Operation flood III.
Operation flood was launched in 1970 with an estimate outlay of Rs.1164 million, the Indian dairy
corporation, a government of India undertaking was set-up in 1970 at Baroda to advance funds for the
development of various dairy projects.
It is a well-known fact that the state's participation and intervention in the cooperatives does not exit. Owing to
low living standards, the members of the co-operative organisations could not contribute fully to the finance of
the societies.
The growth of the dairy co-operatives is uneven in India. It was only during 1950s that Tamilnadu, Gujarat
and U.P took some important steps in organizing the dairy co-operatives.
Agriculture is the backbone of the economy of Warangal district., Around 60% of the population depends on
agriculture for their livelihood. Dairying is an important allied occupation for most of the farmers.
12.
13. INTERPRETATION AND ANALYSIS
Table :3.1
Quantity of Milk Consumed
Quantity of milk
used
No. of Respondents Percentage
½ Litre 46 33.0
1 Litre 68 48.6
1 ½ Litre 20 14.2
2 or more Litres 06 04.2
Total 140 100
14. 250
200
150
100
Percentage
No. of Respondents
50
0
½ Litre 1 Litre 1 ½
Litre
2 or
more
Litres
Total
Source: Questionnaire data
Interpretation:
The above table it shows that 48.6% of respondent’s consumer 1 liter of
Milk and 33% of respondents consume ½ Litter. The percentage of respondents
consuming more than1 liter or only 18.4%.
15. Table : 3.2
Type of Milk Consumed
Type of milk No. of respondents Percentage
Loose Milk 30 21.4
Packet Milk 72 51.4
Both 38 27.2
Total 140 100
16. 140
120
100
80
60
40
No. of respondents
Percentage
20
0
Loose
Milk
Packet
Milk
Both Total
Source : Questionnaire Data
Interpretation:
Interpretation:
From the above table, it may be concluded that around 51%
respondents consume packet milk and around 22% consume loose milk.
About 27% consume both types of milk. From the above information there
is lot of scope for consuming packet milk.
18. 140
120
100
80
60
40
20
0
No. of respondents
Percentage
Source : Questionnaire Data.
Interpretation:
From the above table, it can be understood that all the respondents (100%)
are aware of Swa-krushi (Mulkanoor) . only 71.4% are aware of Vijaya brand
milk. It shows that though Vijaya brand is the market leader, the awareness about
the brand is relatively less compare to other brands in the market.
19. CONCLUSION
The survey conducted on 140 respondents to asses consumer perceptions towards
Vijaya Brand Milk in Warangal city revealed the following conclusions
Most of the consumers purchase Vijaya Brand Milk in 1liter and half liter packages.
Among varies milk brands in the market highest preference is givento
Swakrushi brand of milk. Second preference is given to Vijaya Brand Milk.
With regard to selection of milk brand. Quality is the top consideration followed by
brand name and price.
Regarding perception of respondents towards quality of available brands Swakrushiis
perceived as a better quality brand followed by Vijaya brand of milk.
20. SUGESSIONS
The management of Vijaya Milk should make efforts to see that the milk is availablein
all locations of milk parlors in the city.
The management of Vijaya Milk can improve their logistics to deliver the milk to the
consumers at right time at convenient locations.
There is need for establishment of more number of Vijaya dairy parlors in the city for
better marketing of Vijaya Dairy products.
The Dairy has to maintain existing quality because all consumers are highlysatisfied
the quality of Vijaya.
