This document summarizes a summer training report on customer satisfaction at Sri Krishna Rolling Mills Ltd. in Jaipur, India. The report discusses research methodology used including objectives, sampling, and sample size. It provides an overview of the company, its products, mission, and certifications. Data is analyzed from customer surveys on factors influencing purchases, satisfaction levels, and preferred payment methods. Key findings indicate quality and price most influence customers while some desire better service and availability. Suggestions include emphasizing service, improving marketing strategies, and considering customers' payment preferences to increase satisfaction.

1. Summer Training Report
On
CUSTOMER SATISFACTION
At Sri Krishna Rolling Mills Ltd., Jaipur
SUBMITTED IN PARTIAL FULFILLMENT TO
THE IIS UNIVERSITY
For the Degree of
MBA- International Business
(Department of HRM & IB))
SUPERVISED BY:
Dr. Roopam Kothari
Sr.Assistant Professor
Department of HRM & IB
SUBMITTED BY:-
Ms Aparna Sharma
MBA-IB(Semester III)
ICG/2013/16350

2. CHAPTER:1
INTRODUCTION

3. CUSTOMER SATISFACTION
'Customer satisfaction is a term frequently used in marketing. It is a measure of how products
and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals.
Factors which influences the Customer Satisfaction:
 Type and quality of response provided by the supplier.
 Supplier’s capability to commit on deadlines and how efficiently they are met.
 Customer service provided by the supplier.
 Complaint management.
 Cost, quality, performance and efficiency of the product.
 Supplier’s personal facets like etiquettes and friendliness.
 Supplier’s ability to manage whole customer life cycle.
 Compatible and hassle free functions and operations.

4. CHAPTER:2
RESEARCH
METHODOLOGY

5. RESEARCH METHODOLOGY:-
Research methodology is a way to systematically solve the research problem. In research
methodology we not only talk of the research method but also consider the logic behind we
use in the context of our research study and explain why we using a particular method and
why we are not using other so that research result re capable of being evaluated either by the
researchers himself or by other.
OBJECTIVES OF THE STUDY:
1. To know the factor which influence the customer to purchase the SKRM products.
2. To determine the customer satisfaction level towards the SKRM products.
3. To understand the customer perception towards SKRM products.
4. To know the factors to improve the quality of the SKRM products.
SAMPLING
A mixture of random sampling and the stratified was chosen. The whole list of present and
past customers were involved. The data was taken from the internet and also from the
database which was readily available with the company.
SAMPLE SIZE
For the purpose of study we have taken a sample of 35 customers from Jaipur.

6. CHAPTER:3
COMPANY PROFILE

7. Shri Krishna Rolling Mills Ltd.
Shree Krishna rolling mills (Jaipur) ltd., 37.industrial area, Jhotwara, is one of the oldest
rolling mills in Rajasthan. It is established more than four decades ago. The unit today is a
corporate body i.e. a limited company. Although it is engaged in the same activity but it is in
a far difference manner.
As earlier its activities were confined to domestic area only but now it has made its presence
felt in the international market as well.
Mission:
• To supply high quality products with a wide variety of application to various
industries.
• Continual technological up-gradation operational efficiency and expansion to
produce steel at domestic and international standards with a low cost and high
degree of quality.
• To achieve highest levels of certification with new products development for
various industries.
Vision:
• Deliver high quality cost competitive products to our customer and be their first
choice.
• Regular up gradation of technology for a cleaner and green environment.
• Focus on a more friendly work environment between the team and its customers.

8. Certificate owned by company
To produce the product, BIS (earlier ISI) certification as required. The company carries the distinction of
getting registered with the bureau of Indian standard (BIS) and was the first in obtaining IS: 1786-Fe-415
and Fe-500 grade.
• 1.)The company has also accredited with ISO: 9001 certification by the American quality assessor
of USA.
• 2.)The unit is approved manufactured by power Grid Corporation of India ltd. (PGCK) for supplies
of structural steel.
• 3.)This company is also authorized license of TEM CORE trade mark.
PRODUCT PRODUCED BY THE COMPANY
Besides steel making, SKRM has two rolling mills. One is fully automatic and computerized bars and
rod mills which is manufacturing tested qualities TMT bars used for construction of building, dams,
bridges, roads and for any other RCC construction. In order to get production of TMT bars of world class
quality.

9. CHAPTER: 4
DATA ANALYSIS &
INTERPRETATION

10. DATA ANALYSIS AND INTERPRETATION
All data so collected has been accurately and precisely analysed and interpreted by the use of
appropriate graphs and pie chart.
Q.1: Since how many years you are using Sri Krishna Rolling Mills Ltd. TMT products?
Interpretation: This diagram shows that 45.71% of the respondents are using SKRM TMT
products since last 1 year, 25.71% of the respondents are using it since 2-3 years, 17% are
using since 3-5 years and remaining 11.43% are using it since more than 5 years.

11. Q.2: Which factors influenced you to buy Sri Krishna Rolling Mills Ltd. TMT?
Interpretation: The above pie chart shows that 31.43% of the respondents are influenced by
the Quality to buy SKRM product, 28.57% are influenced by Price, 25.71% are influenced by
Service and rest 14.29% of the respondents are influenced by the Company image.

12. Q.4: How did you know about Krishna TMT?
Interpretation: The above diagram shows that 31.43% of the respondents know about SKRM
through relatives, 25.71% know through dealers, 25.71% know through others and the rest
17.14% know through newspapers.

13. Q.8: Which payment option would you prefer?
Interpretation: 58.67% of the respondents prefer cash as payment option, 36.67% prefer
credit and rest 6.67% prefer cheques

14. CHAPTER:5
FINDINGS & SUGGESTIONS

15. FINDINGS
 Some of the customers were really pleased to receive mail and calls from company, but
others did not like the idea of calling them up. Thus the final result was a blend of both
satisfaction and dissatisfaction.
 About 46% of the customers are using Krishna TMT since last one year, 25.71% of the
respondents are using it since 2-3 years, 17% are using since 3-5 years and remaining
11.43% are using it since more than 5 years.
 The factors which influence the customers to buy Krishna TMT are mainly, Quality and
Price.
 31.43% of the customers know about SKRM through relatives, 25.71% know through
dealers, 25.71% know through other sources and the rest 17.14% know through newspapers.
 Among 60% of the customers 40% of them are very highly satisfied with Krishna TMT,
31% of the customers are satisfied and 28% of them are highly satisfied.
 40% of the customers are not satisfied with Krishna TMT due factors which are mainly
service and availability.
 58.67% of the respondents prefer cash as payment option, 36.67% prefer credit and rest
6.67% prefer cheques.

16. SUGGESTIONS
 Instead of working only on factors such as quality and price which influences the
buyer, SKRM should also emphasis on its service and product availability.
 SKRM should work more on their marketing strategies as majority of the customers
are aware about SKRM only through their relatives.
 Various methods should be adopted in order to increase the level of customer
satisfaction as good aftersales service etc.
 Customer’s preferred payment options should be kept in mind.
 Customer loyalty is also the factor which needs to be considered well.

17. CHAPTER:6
CONCLUSION

18. CONCLUSION
It was a wonderful experience for me to work with Sri Krishna Rolling Mills Ltd.,
from the project I learnt about the various tactics which influence customer satisfaction, used
by SKRM.
As customer is the kingpin of business and his satisfaction is the ultimate aim of the
firm. Therefore, SKRM is working very hard to meet the expectations of its existing
customers and also increasing the number of new customers and making them the permanent
customers.
After working with SKRM and making this project through conducting a research on
the level of satisfaction as well as dissatisfaction among the customer of the firm. Many of
the customers are connected with the firm since past 1 year and majority of them came to
know about SKRM through their relatives and other sources, therefore, lot of work need to be
done on marketing. Customer’s choice and preference is very important factor on which
SKRM is working. To survive in the market the company needs to adapt an aggressive
marketing policy as of competitors. Last but not the least I would like to conclude that KFIL
as good organization to work as well as to interact with people. The way it is growing is a
very good sign.

19. THANK YOU…