CONTENTS Sl no Titles Page no 1. Executive summary 1 2. Introduction 2 3. Industry profile 3-4 4. Company profile 5-12 5. About Kirloskar Company 13-33 6. Need for the study 34 7. Objectives of the study 35 8. Research Methodology 35-36 9. Analysis and Interpretation 37-52 10. Hypothesis 53-55 11. Cross Tabulation 56 12. Findings 57 13. Suggestion 58 14. Conclusion 59 15. Bibliography 60 16. Questionnaire 61-63 Babasabpatilfreepptmba.com Page 1
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A project report on customer satisfaction level at kirloskar ltd
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CONTENTS
Sl no Titles Page no
1. Executive summary 1
2. Introduction 2
3. Industry profile 3-4
4. Company profile 5-12
5. About Kirloskar Company 13-33
6. Need for the study 34
7. Objectives of the study 35
8. Research Methodology 35-36
9. Analysis and Interpretation 37-52
10. Hypothesis 53-55
11. Cross Tabulation 56
12. Findings 57
13. Suggestion 58
14. Conclusion 59
15. Bibliography 60
16. Questionnaire 61-63
Babasabpatilfreepptmba.com Page 1
Customer Satisfaction Level at Kirloskar Ltd
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Executive Summary
Executive summary
The research title to study the “Customer satisfaction level at kirloskar ferrous industries” At
KIRLOSKAR FERROUS INDUSTRIES LTD helps to identify the customer satisfaction of KFIL
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(PIG IRON) products on consumers. The reasons for selecting this as project title are to know the
attitude of the customers towards KFIL products, to identify the impact and so understanding the
customer’s satisfaction is a very difficult and vital task for the organization towards KFIL
products.
Today’s competitive scenario understanding customer satisfaction has been receiving increasingly
importance and it has become one of the most important tasks for the successful organization.
By this study I come to know how industrial buying behavior and the customers satisfaction levels
towards the KIRLOSKAR (PIG IRON) product. And also I came to know the customer
satisfaction is the very important towards the company product customers are the back bone of
the company and while preparing the product the company should have to maintain quality,
quantity pricing and in time is the most important to the company. The company should aware of
this element. It also helps the elements which help the company to create the awareness and build
image of the company and it will increases maximum sales of the Kirloskar products are like
engine body, pig iron, DG(diesel generator) etc… . This study also helps to know the company
satisfaction level towards customers and I come to know what are the strategies implementing for
improving sales and the company maintaining quality &quantity, and sufficient price of the
product to the customers
And I also studied about ORGANISATION of KFIL (KIRLOSKAR FERROUS
INDUSTRIES LTD). So in that I studied every department of the administration how they
maintain organization, their work and they are responding quickly to customers their top level
peoples in the administration
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INTRODUCTION
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INTRODUCTION
“ORGANIZATION”, as the name suggests it is an organized system or body of people. To
understand the function of any organization practically there is a need to come out of the
theoretical study and to have a look on the real organization to analyze and compare the theory
with the practical. This could be achieved only when one will go through the real practical
experience.
Organization study helps to know the real picture of the organization, its function, its
policies, procedures, methods and more over to understand whether our theoretical aspects are
really implemented by any company or not. Organizational study helps to learn the new methods,
technology used by the company. It enhances the knowledge about the company and its
competitors and the technique /strategies adopted by them to meet there competition. Overall it
helps in knowing learning and to study any organization closely.
And along with this I studied Customer satisfaction with kirloskar products most of the
thing I came to know while done the project and customers are very important as we it is the
main aspect of the company. The customers are back bone of the company the companies people
should aware while before they survive product to the customers
By this project I come to know the customer should satisfy with products and we should
provide quality and good service to customers. If the company follow
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INDUSTRY PROFILE
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INDUSTRY PROFILE :
India is gifted with large quantity of Iron ore with a high ferrous content, which is the crucial
raw material for producing the steel. Hence India is one of the largest producers of steel in the
world.
With the help of liberalization, globalization of economy in the process. There is a
significant scope for economic development, which means there will be focus on the
infrastructure. This will be focus on the infrastructure. This will lead to considerable demand for
steel. As it’s main applications are in the construction, engineering and automobile sectors, which
are key elements in building the infrastructure steel in universal intermediate and ahs very strong
forward end backward linkages hence steel industry has become one of the core sector of the
economy.
Though India is one of the largest steel producers. It has a very low percepts consumption of steel
in comparison with other developing and developed countries. As demand for steel is one the rise
we can expect good rise in the consumption.
India is fortunate in having intensive iron ore deposits with reserves estimated at 10.3
billions which is more than 1/4th of the world’s reserves. Further the average iron ore content of
Indian ore is above 60% in India, the iron ore reserves are mainly found in the states Orissa,
Karnataka, Bihar, Madhya Pradesh, Goa, Andhra Pradesh, Rajasthan and some parts of western
Maharashtra.
The steel industry has harvested to the bitter fruit of this excessive optimism in the firm of
overextended capacities throughout the world. Steel is not without lots of company in that regard.
Another important influence on steel intensity is the replacement of steel by other
materials. Calculating that portion of the reduction in the specific consumption of the steel that is
due to the use of other materials is extremely difficult.
However, estimates made by the International Iron and steel Institute would seem to
indicate that for all of the Western industrialized countries the rate of substitution of materials
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such as plastics, aluminum, glass and timber for steel is presently standing at between 2 and 5
percent of steel consumption.
Earlier to the Government liberalization and de – licensing policies in 1991–92,
there was manly two Pig Iron produces in the Indian market; the two Pig Iron producers were
TISCO and SAIL. They used to produce basic grade Pig Iron which contains less silicon content
when conversion to foundry grade Pig Iron. So when this is to be used by the foundries they have
and Ferro silicon for the conversion to
foundry grade also the availability quantity of Pig Iron to the foundries was very much limited
because only of ISCO and SAIL were looking after all the foundries in India.
After the liberalization and de-licensing policies of government and private sectors
showed keen interest in the Pig Iron manufacturing units that to in the production of foundry
grade Pig Iron, TATA group in collaboration with Korf Brazil started supplying mini blast
furnace of 250 cubic meters. When blast furnaces were available, many private sectors started.
Producing Pig Iron among them, Sese, Goa, Usha Ispat, Sisco (Southern Iron and Steel Co. ltd).
Uni Metal,
Meco, Lanco, Sathavana, Kirloskar are main. These all Pig Iron producers started producing
Kirloskar Ferrous Industries Ltd. Is the youngest company in K-Group is a large-scale
industry to begin operations in rural and industrially backward district of Koppal.
KFIL was conceived around 1992 triggered by the following factors:-
1. Rapid growth in automotive and farm mechanization sectors.
2. De-licensing and liberalization policies of the government.
3. High volume demand for castings from the above sector.
4. Demand of the thin walled casting with less machining allowance.
5. Demand of accuracy of castings capable of being machined in CNC machine in
single pass.
Keeping this in mind K group came up with idea of founding KFIL with the experience
and expertise available in the group in field of foundry business.
To ensure the desired quantity of raw materials and cost effectiveness in operation, KFIL
simultaneously went for PIP. It took advantage of abundant availability of Iron Ore, in Hospet
Bellary region and thus located the plant near Hospet.
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With this KFIL enjoys the following advantages in the castings production.
A modern plant set to deliver castings of international quality to deliver the highest levels
of customer’s satisfaction.
Only foundry in Asia with backward integration of liquid metal.
Uninterrupted raw materials source availability like metallic iron ore and water. It may be
noted that region is located on the banks of Tungabhadra River.
Connected through a network of state and NH for transportation of raw materials and
finished goods.
KFIL TIMELINE:
1994 Year of inception
1994 Commercial production of pig Iron from Mini Blast Furnace I.
1995 Commercial Production of Grey Iron Casting
1995 ISO – 9002 Certification
2001 QS 9002 Certification
2002 ISO 14000 Certification
2005 ISO/TS 16949: 2002
2006 Acquired Solapur Foundry from Kirloskar Oil Engines Ltd.
DYNAMIC PEOPLE OF KFIL
Mr. Atul.C.Kirloskar Chairman
Mr. Sanjay.C.Kirloskar
Mr. R.V. Gumaste Managing Director
BOARD OF DIRECTORS
Mr. C.V.Tikekar.
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Mr. S.N.Inamdar.
Mr. S.K. Singhai.
Mr. G.A.Tadas.
Mr. A.R. Jamenis.
Mr. A. Mnudewadi.
COMPANY SECRETARY
Mr. C.S.Panicker
AUDITORS
Mr.P.G.Bhagwat. (Chartered Accountant).
BANKERS
State Bank of India.
Bank of Baroda.
Bank of Maharashtra.
IDBI Bank
UTI Bank
ICICI Bank
NATURE OF BUSINESS CARRED:
The company manufactures the Pig Iron in three different grades, by Calibrated Iron-ore
brought from mine owners in the Hospet & Bellary Iron-ore belt within the distance of 50 kms.
Coke is imported from China. Iron Ore, Limestone, Coke & Dolomite is the raw materials for the
manufacturing Pig Iron.
1. Casting and Ploughs
2. Compressors pumps, electric Power
3. Machine tools
4. Engines and components, diesel engines.
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VISION MISSION VALUES & QUALIY POLICY OF THE KFILKFIL Vision
“To be a world class product leader through the state-of-art manufacturing technologies and
processes”.
KFIL Mission
To enhance pig Iron manufacturing to 500000MT/annum.
To improve foundry capacity utilization to manufacture 1, 00,000mt/annum
To maintain a company level sales of 700 crores for, year 2009-10
To reach a company level sales of 1000 crores and profit of 10% by year 2011
KFIL Values
Customer orientation.
Vendor development (Critical link in the business).
Development of Human Resources through Trust, Positive Attitude, Integrity,
Teamwork, Respect for individual, Concern for Quality, Cost, 5S, Safety, Kaizen,
Innovative, Information sharing, Making Continual Improvement, Work for WIN-
WIN agreements, Result Oriented.
Process and Product excellence.
Responsible corporate neighbors.
QUALITY POLICY
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KFIL is committed to achieve total customer satisfaction through adoption of state of art
manufacturing technology and processes with continual improvements. KFIL is also committed to
improve the quality of work life of its employees through improved work practices.
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ABOUT KIRLOSKAR COMPANY
ABOUT KIRLOSKAR COMPANY
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Yearof establishment: 1992Sales turnover 2008-09: INR--------------- Million, USD 105 MillionNo. of employees: 2000 Castings-Hospet: 60,000 MT, Solapur: 24,000 MTCaptive Power Co-generation – 7 MW(2 Steam Turbines)Location: Bevinahalli Village 20 Kms from Hospet town, 300 Kms north of Bangalore city,
Karnataka State, India.
Total Area: 7, 20,000 Sq.Mtrs.
Covered Area: 3, 50,000 Sq.Mtrs
Kirloskar Ferrous Industries was born with the unique advantage
☻ Kirloskar Ferrous Industries Limited is located on the belts of Tungha Bhadra Reservoir in Karnataka and near the rich Iron ore belt of Hospet –Bellary range near Koppal Town on NH –63.
☻ The Kirloskar group has had a long and close relationship with the foundry business group units specializing in the manufacture of high Quality ferrous and non-ferrous castings.
☻ Accumulated through experience and expertise of the group in the field of Foundry business.
Only Foundry in Asia with backward integration to liquid metal, which has Global capacities to meet High Volumes Consistently.
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Power: Captive power generation through the use of 2 No Steam Turbines and Diesel Generating Sets.
Total power generation capacity 26 MW
Installed Capacity: 2, 40,000 Tones/Year
One of the main product of the company is pig iron
PIG IRON
Pig iron is the basic input for making iron casting which finds its application in steel industry &
other sectors of the economy. It can also be used in the change mix of the electrical are furnaces
(EAFs) as a partial substitute of melting scrap. Pig iron mainly
classified into tow glades.
Basic glade (which is used for making steel)
Foundry glade (which is used of manufacturing iron casting)
E.g. Glade which is used of manufacturing special steel India’s
share in the total global exports is 4.51% in 1996-97 & the
same increased to 7.14% in 1997-98.Global scenario of pig
iron
The demand for pig iron in the international arena has seen sharp rise. The total production
of pig iron to 500 M.T. developed nations accounts for 45% of the total production. Seeing the
potential demand many mills in USA such as NUCOR. NORTH STAR CASCADE STEEL &
MAC STEEL is switching over to pig iron production.
Growth trend in India’s pig iron sectors
Pig iron production in India was totally in the domain of the integrated steel plants especially
SAIL & RNIL. The major supplier of pig iron in domestic market.
The integrated steel plants (ISP) are the major supplier of pig iron. It contributes up to 90% of the
pig iron supply. Throughout the liberalization policy new private companies have entered into pig
A discount of Rs. 100/- PMT is given to the regular and bulk buyers.
Price of this company pig iron are comparatively more when compound to competitions,
even with this more price also the company has succeeded in reaching top market share holding
position in the Pig Iron market & Foundry. People prefer this company Pig Iron because the
following reasons:
a. High Quality
b. Fixed Chemical Composition
c. Test Certificates are issued with every load
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d. Almost 0% impurities & slag mix up
If customer demands for 2.25% silicon, Then the company will supply exactly with this
proportion, where as others supply with range between i.e., 2.25% silicon etc.
In this company, Pig Iron is melted once, almost 98-99% pure molten metal is obtained
while as in it is 97% size is almost comfortable for feeding into less opening firmness. The
company brand name helps in attracting customers. From the above points is clear that the
company is not using any mark penetrating pricing strategy to penetrate the market instead it is
using skimming price strategy.
Promotion
The company has appointed number of dealers throughout India for its marketing purpose.
Each dealer will get Rs. 100 PMT, as commission for the pit iron is sells.
Credit notes are given to these dealers for their commission.
Pig iron is also sold on credit as one of the promotion tools to attract customers. Credit time
depends on areas (less credit period is for North Zone) and order they give.
Distribution:
The company has got distribution network spread allover India in form of dealership and
also through company’s employees, and they are using first level and second level distribution
channel i.e.
Manufacture to consumers.
Manufacture to dealers and consumers.
the company has divided its market into 7 Zones:
Zone A Karnataka Belgaum, Shimoga, Bangalore
Zone B Andhra Pradesh Hyderabad, Vijaywada
Zone C Maharashtra Kolhapur, Pune, Mumbai, Nagpur, Solhapur
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Zone D Gujarat Ahmedabad, Rajkot, Surat
Zone E Rajasthan Jaipur
Zone F Delhi Delhi, Faridabad, Zodhinoor, Agra
Zone G Tamil Nadu Chennai, Coimbatore, Mudurai
In the KFIL
Structure of the Marketing Department
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Department Head
Dispatch Manager
MarketingManager
Branch Manager
Line Head
Line Head
AssistantAssistant Assistant Assistant
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The organizational structure of an enterprise would depend upon its size, product
manufactured and its functional divisions. The organizational structure may be flexible. The
company may change its structure according to the needs and suitability.
So in the kirloskar ferrous industries ltd company has build excellent structure of the
marketing department and every body has their won responsibility about their work
In the marketing department there is one department head and under this there are three
senior managers i e Branch manager, Marketing manager, Dispatch Manager. Under Marketing
manager and Dispatch Manager having each both of them and finally there are two assistant each
under line head
This is the brief introduction about marketing department structure
QUALITY ASSURANCE DEPARTMENT:
The company is committed to achieve total customer satisfaction through adoption of state
of the art manufacturing technologies and process with continuous improvements. The company
is also committed to improve quality of work life of its employees through improved work
practices.
Quality objectives:
The following are the objectives of quality assurance department. They are as under:
A] Customer Satisfaction: Maximization of customer satisfaction by consistent supply of
quality casting and pig iron.
B] Supplies Quality Assurance: provide technical support and guidance to our suppliers
through quality assurance programmers to ensure highest quality of purchased materials suppliers
it is a critical link in company quality system.
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Need for the study
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Need for the study:
Customer satisfaction level is the factor which has got its own importance in the
industrial marketing. A better satisfaction level to the customer means it is a good image of the
company. So many industries are providing good service and quality to the customers. And
company image is one of the most important for growth. So the companies should have to provide
better service, quality, quantity, price, to the customers until they satisfy with product. In the field
like steel companies (KFIL) where there is a tough competition to create a better satisfaction level
brand image in the minds of the customers. So this study helps to find out the attributes and
satisfaction level of the customers which helped the company to provide better service to
customers
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Objectives and Research Methodology
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Objectives of study:
1. To know the factor which influence the customer to purchase the KFIL products.
2. To determine the customer satisfaction level towards the KFIL products.
3. To understand the customer perception towards KFIL products.
4. To know the factors to improve the quality of the KFIL products.
Research Methodology
The study is carrying at “KIRLOSKAR FERROUS INDUSTRIES LTD. The data will
be collected through the primary and secondary source.
Research: Descriptive research.
Data Source: (i) Primary data
(ii) Secondary data.
Research Approach: Survey method.
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Research Instrument: Questionnaire.
Sampling Plan:
(i) Sample Unit: Customers of KFIL (pig iron) product..
(ii) Sample Size: 50
(iii) Sampling Procedure: Convenience sampling.
Contact Method: Tele phonic& mail survey.
Mode of collecting data: The respondents will be chosen according to the
convenience and also I collected data by the way of
their personal contact no and e-mail ID. Requesting
to them for provide data regarding what I asked
question them to grant interview. The secondary data
will be collected from various books, journals,
reports (both published and unpublished) etc.
Data processing: A number of tables to be prepared to bring out the
main characteristics of the collected data.
Limitations of the survey:1. No other aspect other then customer satisfaction is included in the study
2. The sample of size of 50 consumers may not necessarily represent the customer behaviour
of the whole population.
3. The survey was conducted in Bevinahalli which does not represent the customer
satisfaction in other cities.
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Analysis and Interpretation
Analysis and interpretation
1.
Since how many years you are using pig iron product?
50 100.0 100.0 100.05 years and moreValidFrequency Percent Valid Percent
CumulativePercent
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INTERPRETATION: The above table and chart shows the customers are using pig Iron product since 5years.
2.
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5 years and more
Since how many years you are using pig iron product?
50
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Which factor influenced you to buy the KFIL product?
36 72.0 72.0 72.0
14 28.0 28.0 100.0
50 100.0 100.0
Quality
Company image
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows overall Quality is the
major factor which influences the customer to buy the KFIL product. Few of the
customers buy the KFIL product by considering the company image. This is thing
customer kept in mind about company.
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Company image
Quality
Which factor influenced you to buy the KFIL product?
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3.
Do you buy the product, only from KFIL?
30 60.0 60.0 60.0
20 40.0 40.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: The above table and chart shows overall the majority of customers buy the products by KFIL only and the remaining customers buy from other companies.
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40.00%
60.00%
No
Yes
Do you buy the product, only from KFIL?
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4. Tick the below attributes based on the customer satisfaction level.
Quality
4 8.0 8.0 8.0
39 78.0 78.0 86.0
7 14.0 14.0 100.0
50 100.0 100.0
Very high
High
Average
Total
ValidFrequency Percent Valid Percent
CumulativePercent
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14.00%
78.00%
8.00%
AverageHighVery high
Quality
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INTERPRETATION: The above table and chart shows the Most of the respondents are highly satisfied with the quality of the company.
Price
6 12.0 12.0 12.0
26 52.0 52.0 64.0
18 36.0 36.0 100.0
50 100.0 100.0
Very high
High
Average
Total
ValidFrequency Percent Valid Percent
CumulativePercent
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36.00%
52.00%
12.00%
AverageHighVery high
Price
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INTERPRETATION: This table and chart shows the majority of the respondents say that the price of the products of KFIL is high compared to other company products.
Service
3 6.0 6.0 6.0
35 70.0 70.0 76.0
12 24.0 24.0 100.0
50 100.0 100.0
High
Average
Low
Total
ValidFrequency Percent Valid Percent
CumulativePercent
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24.00%
70.00%
6.00%
LowAverageHigh
Service
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INTERPRETATION: This table and chart shows the overall service provided by the KFIL is average according to the majority of the respondents.
Availability
3 6.0 6.0 6.0
32 64.0 64.0 70.0
4 8.0 8.0 78.0
11 22.0 22.0 100.0
50 100.0 100.0
High
Average
Low
Very low
Total
ValidFrequency Percent Valid Percent
CumulativePercent
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INTERPRETATION: The above chart shows overall the products of KFIL are not abundantly available. They are available in less quantity.
5.
Are you satisfied with KFIL product?
41 82.0 82.0 82.0
9 18.0 18.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
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22.00%
8.00%
64.00%
6.00% Very lowLowAverageHigh
Availability
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5.
INTERPETATION: The above table and chart shows overall majority of the respondents are satisfied with the KFIL products.6.
If yes, How much are you satified with KFIL product?
7 14.0 14.0 14.0
13 26.0 26.0 40.0
30 60.0 60.0 100.0
50 100.0 100.0
Very highly satisfied
Highly satisfied
Satisfied
Total
ValidFrequency Percent Valid Percent
CumulativePercent
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9
41
NoYes
Are you satisfied with KFIL product?
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INTERPRETATION: The above table and chart shows overall the customers of
KFIL are satisfied with the quality of product.
7.
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60.00%
26.00%
14.00%
SatisfiedHighly satisfiedVery highly satisfied
If yes, How much are you satified with KFIL product?
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If no, why?
5 10.0 10.0 10.0
14 28.0 28.0 38.0
7 14.0 14.0 52.0
24 48.0 48.0 100.0
50 100.0 100.0
Quality
Service
Price
Availability
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: this chart shows the main reason for the respondents who
are not satisfied with KFIL product is non availability of the product.
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AvailabilityPriceServiceQuality
If no, why?
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8.
In future will you continue to purchase KFIL product?
21 42.0 42.0 42.0
29 58.0 58.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: While surveying most of the customers are ready to purchase the products of KFIL in the near future.
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58.00%
42.00%
NoYes
In future will you continue to purchase KFIL product?
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9.
Do you suggest others to purchase KFIL products?
46 92.0 92.0 92.0
4 8.0 8.0 100.0
50 100.0 100.0
Yes
No
Total
ValidFrequency Percent Valid Percent
CumulativePercent
INTERPRETATION: While surveying majority of the customers say that they will suggest others to purchase KFIL products.
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8.00%
92.00%
NoYes
Do you suggest others to purchase KFIL products?
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10.
If no, why?
8 16.0 16.0 16.0
3 6.0 6.0 22.0
14 28.0 28.0 50.0
25 50.0 50.0 100.0
50 100.0 100.0
Low quality
Not satisfied
Others
Inconvenient of service
Total
ValidFrequency Percent Valid Percent
CumulativePercent
BIMS College Bagalkot Prashant v v
50.00%
28.00%
6.00%
16.00%
Inconvenient of serviceOthersNot satisfiedLow quality
If no, why?
63
Customer Satisfaction Level at Kirloskar Ltd
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INTERPETATION: The reason for not suggesting others to purchase KFIL products is die to inconvenient of service.
11.
KFIL made your purchasing easier and convenient, do you agree with this?
4 8.0 8.0 8.0
29 58.0 58.0 66.0
13 26.0 26.0 92.0
4 8.0 8.0 100.0
50 100.0 100.0
strongly agree
Agree
Neither agreenor disagree
Disagree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
BIMS College Bagalkot Prashant v v
8.00%
26.00%
58.00%
8.00% Disagree
Neither agree nor disagree
AgreeStrongly agree
KFIL made your purchasing easier and convenient, do you agree with this?
64
Customer Satisfaction Level at Kirloskar Ltd
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INTERPRETATION: Most of the customers agree that KFIL has made purchasing easier and convenient.
13.
How do you rate the overall performance of the company?
4 8.0 8.0 8.0
18 36.0 36.0 44.0
25 50.0 50.0 94.0
3 6.0 6.0 100.0
50 100.0 100.0
Very high
High
Average
Low
Total
ValidFrequency Percent Valid Percent
CumulativePercent
BIMS College Bagalkot Prashant v v
6.00%
50.00%
36.00%
8.00%LowAverageHighVery high
How do you rate the overall performance of the company?
65
Customer Satisfaction Level at Kirloskar Ltd
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INTERPRETATION: The above table and chart shows the Majority of the customers have rated the overall performance of the company as average.
12.
In which aspect do you think KFIL has failed to meet your expectations?
3 6.0 6.0 6.0
12 24.0 24.0 30.0
35 70.0 70.0 100.0
50 100.0 100.0
Service
Price
Availability
Total
ValidFrequency Percent Valid Percent
CumulativePercent
BIMS College Bagalkot Prashant v v
70.00%
24.00%
6.00%
AvailabilityPriceService
In which aspect do you think KFIL has failed to meet your expectations?
66
Customer Satisfaction Level at Kirloskar Ltd
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INTERPRETATION: This table and chart shows the customer’s respondents feel that KFIL has failed to meet the availability of the products on regular basis.
Testing of Hypothesis
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Customer Satisfaction Level at Kirloskar Ltd
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Testing of Hypothesis
1) Objective: To determine the customer satisfaction level towards the KFIL products.
H0; less than 85% of the respondents are satisfied with the KFIL product.
H0 < 85%
H1; more than 85% of the respondents are satisfied with the KFIL product.
H1 > 85%
Testing of hypothesis at 5% level of significant
N=50
P0=85% Q0=15%
p =82% = 0.82
Standard error = PH0*QH0
N
= 0.85*0.15
50
= 0.0504
ZCAL = P –PH0
STD Error
= 0.82-0.85
0.0504
= -0.5952
BIMS College Bagalkot Prashant v v68
Customer Satisfaction Level at Kirloskar Ltd
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= -0.5952 >-1.64
ZCAL>ZTAB value
Accept H0
Reject H1.
There for, more than 85% of the customers are respondent they are satisfy with the
KFIL products.
2) To know the factors to improve the quality of the products
H0; less than 85% of the respondents are considering quality of the product
H0 < 85%
H1; more than 85% of the respondents are considering quality of the product
H0 > 85%
Testing hypothesis of 5% level of significant
N=50
PH0=85% QH0=15%
p=72% = 0.72
Standard error = PH0*QH0
N
= 0.85*0.15
50
= 0.0504
ZCAL = P –PH0
STD Error
= 0.72-0.85
0.0504
= -2.5736
-2.5736<-1.64
BIMS College Bagalkot Prashant v v69
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ZCAL<ZTAB value
AcceptH1
Reject H0
There for, more than 85% of the respondents are considering quality of the product
3) To understand the perception towards the KFIL
H0; more than 55% of the customers respondent the KFIL product is good
H0 > 55%
H1; less than 55% of the respondents says KFIL product are good.
H1 < 55%
Testing of hypothesis at 5% level of significant
N=50
PH0=55% QH0=45%
p =44% = 0.44
Standard error = PH0*QH0
N
= 0.55*0.45
50
= 0.0704
ZCAL = P –PH0
STD Error
= 0.44-0.55
0.0704
= -1.5625
BIMS College Bagalkot Prashant v v70
Customer Satisfaction Level at Kirloskar Ltd
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-1.5625 <-1.64
ZCAL>ZTAB value
Reject H0
AcceptH1.
There for, less than 55% of the respondents says KFIL product are good.
Cross Tabulation
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Cross Tabulation
Are you satisfied with KFIL product? * Do you suggest others to purchase KFIL products? Cross tabulation
Count Do you suggest others to
purchase KFIL products?
Total
Yes No Are you satisfied
with KFIL product?
Yes 39 2 41
No 7 2 9 Total 46 4 50
From the above survey table through cross tabulation we come to know that,out of 50 respondents 41 responts are satisfied with the products of KFIL and in 41 there are 39 respondents suggest others to purchase KFIL products and respondents have shown their interest to suggest the brand name of KFIL to others as they are highly satisfied and only 2 customers respondent is that they donot suggest others to purchase the products.
Do you suggest others to purchase KFIL products? * How do you rate the overall performance of the company?
Cross TabulationHow do you rate the
overall performance of the company?
Total
Very high High Average Low Do you suggest
others to purchase KFIL
products?
Yes 4 18 21 3 46
BIMS College Bagalkot Prashant v v72
Customer Satisfaction Level at Kirloskar Ltd
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No 4 4 Total 4 18 25 3 50
From the above survey table I came to know, through the cross tabulation 46 respondents suggest others to purchase KFIL products, in 46 respondents 4 respondents agree that overall performance of the company is very high,18 respondts believe that company performance is high,21 respondents say that company performance is average and 3 respondents say that the companies overall performance is low.
FINDINGS
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FINDINGS:
While survey through questionnaire most of the customers respondent about quality.
Quality is the major factor which influences the customer to buy the KFIL product. Few of
the customers buy the KFIL product by considering the company image.
Most of the respondents are highly satisfied with the quality of the company product.
The majority of the respondents say that the price of the products of KFIL is high
compared to other company products.
The service provided by the KFIL is average according to the majority of the respondents.
The products of KFIL are not abundantly available. They are available in less quantity.
The customer’s perception towards KFIL is average. They are not satisfied with the price
and availability as well as the service provided by KFIL.
The company is trying to upgrade technology in order to cope up with other industries.
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SUGGESTIONS
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SUGGESTIONS:About Price
The Company should reduce the price of its products in order to increase the sales.
The company should set the proper quotations of price with regard to competitors prices.
About Quality
The company should produce abundant goods in right quantity and quality at the right
time. There should be no deficiency of products using latest technology and should follow
the principles of TQM so as to get yhe best quality products with few defectives.
The customer’s perception towards KFIL (Kirloskar Ferrous Industries ltd) has to be
improved and enlarged by increasing the public relations,publicity and advertisements.
About Service
The Company should provide good quality service to the customers and should retent the
customers trust and faith.
The overall performance of the company has to be effective and efficient to attract the
customers and to increase its sales.
The company should build the good relationship with customers and they need to improve
communication between the customer’s
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Majority of the respondents are suggesting to improve the quality of the service provided
by KFIL.
According to the customer requirements they have to increase the production.
The company may take some positive actions to improve availability and service, they can
keep qualified dealers .
The company should try to upgrade technology in order to cope up with other industries.
The company should take care of the complaints from the customers and accept suggestion
and develop customer care service.
CONCLUSION
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Customer Satisfaction Level at Kirloskar Ltd
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CONCLUSION
It was an wonderful experience for me to work with KFIL, from the project I learnt about
the marketing tactics used by KFIL..
KFIL is a reputed organization which has developed its goodwill in the market to compete
with other (company) famous brand. It has to adopt modern technology in the production process
and can do better marketing compared with others. It has to increase the rate of commission
payable to its agents or dealers or retailers.
Bevinahalli is functioning well for the social as well as economical improvement of the
rural population.
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 KFIL as good organization to work as well
as to interact with people. All the workers and members of the union nicely motivated me. The
KFIL retailers and wholesalers co-operated well and supported me in completing and making this