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A
PROJECT REPORT
ON
A STUDY ON CUSTOMER SATISFACTION AND SERVICE
ANALYSIS
FOR
______________________________________________
BY
_____________________________________________
UNDER THE GUIDANCE OF
___________________________________
SUBMITTED TO
UNIVERSITY OF PUNE
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD
OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (M.B.A.)
THROUGH
______________________ INSTITUTE OF MANAGEMENT
PUNE-!
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DECLARATION
I, the undersigned, hereby declare that the project entitled
__________________________________ written and submitted by me to
the university of Pune, in the partial fulfillment of requirement For the award
of degree of Master of usiness administration under the guidance of
_________________________ is my original wor! and conclusion there in
are based on the material collected by myself"
Place# Pune $ame#
%ate#
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CERTIFICATE
&his is to certify that the project 'eport entitled ___________________
which is being submitted herewith for the award of the degree of Master of
usiness (dministration of university of pune, is the result of the original
research wor! completed by __________________ under my supervision
and guidance and to the best of my !nowledge and belief the wor! embodied
in this project report has not formed earlier the basis for the award of any
degree or similar title of this or any other university or e)amining body"
Place $ame#
%ate
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AC"NOWLEDGEMENT
I would li!e to e)press my heartiest gratitude to _________________ *+'
)ecutive- .............., Pune for giving opportunity to associate myself
to the world/s largest producer of two 0heeler 1ompany and to carry out my
project title
______________________________________________________________
____________________"
I am sincerely than!ful to __________________(_________________)
and_________________ (_________________) under whose guidance I have
successfully completed this project and time spend with him is great learning
e)perience"
I would also give to special than!s to ______________________
(___________)for his valuable suggestion, guidance and advice in brining out
this project report and my sincere than!s to all the staff and member of $irmal
(gros, ..........."
I am grateful to ____________, %irector of ........... Institute of
management and for prof"_______________for their guidance in this study"
_____________________
MBA II
#$$%-&&
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INDE'
S. N. C*+, N. A/0 N+1 P+2 N.
& E34567 S511+8
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% B6
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L6> 9 T+
&able no# 2
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&able no# 4
&able no# 5
&able no# 6
&able no# 7
&able no# 8
&able no# 9
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L6> 9 F625>
Figure no"2
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1+(P&'> I
E'ECUTIVE SUMMARY
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E34567 S511+8-
1ustomer satisfaction is the !ey to success" ?etting your customers to tell you
what is good about your product or services and where you need improvement
helps you to ensure that your business measures up to their e)pectations" &he
attached file contains a customer satisfaction survey from designed to help you
gather this important information it was designed to ma!e it easy for customer
to fill out @ to ma!e it easy for you to quic!ly customi=e to e)actly match
your company/s activities" It also includes suggestions for distributing the
form, ensuring that customer will return the form and following up on
comments"
&his report is based on the topic Study and analysis of customer
satisfaction for Nirman Fertilizers pvt ltd
&he reason for a business firm to come into being is the e)istence of a
customer who has unfilled needs and wants" $irman fertili=er Pvt Atd has
advantage of having the widest product range in all mar!et segments in which
it operates, putting itself in a unique position of providing just product, but the
best solution to their customer thus fulfilling the unfilled needs" $irman
fertili=er Pvt" Atd" !eeps itself abreast of the new and emerging technologies
and adopting them to deliver high quality and high performance vehicles to
their end customers" 1ustomer satisfaction has been conceptuali=ed in several
ways"
1onsumer satisfaction is result of confirmation of e)pectation" $irman
fertili=er Pvt" Atd" has been focusing on the improvement @ )cellency in
:
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processes, which it uses to satisfy there to accomplish, this it has focused on
improving customer>orientation and value chain integration" &hus meeting of
customer e)pectation" Bo this Project aims e)actly on this aspect i"e" to !now
the customer satisfaction level through primary data, to study the process
followed for customer satisfaction improvement and to suggest some new
means of customer satisfaction improvement"
(s the customers are treated as !ing of today/s business world so
it/s mandatory to see that our customer !ings are satisfied or not" +ence the
study is carried on 1ustomer satisfaction" Bo whatever services are provided
to the customer, his satisfaction is a must, otherwise within no time the
1ompany will lose its customers" In the present scenario the industry has
given utmost importance of doing particular tas! at fastest time"
2;
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1+(P&'>II
COMPANY PROFILE
22
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O5 V6>6/
inputs"
O5 M6>>6/
(t the heart of our thrust on sustainable development in Indian (griculture is
the simple thought of mission, ensuring a better quality of life for all, now and
for generations to come
Atimed e)pansions, these are just few of the words that
describe the journey of $irman Fertili=ers Pvt" Atd" since the very day of its
inception"
0e are into the business of manufacturing of micro nutrients and secondary
nutrients with other nutritional products for plants" 0e have started our
activity by manufacturing small range secondary nutrients > soil conditioner
for plants and then diversified into mineral additives, for the agricultural use"
&he products were immediately accepted by the farmers and slowly it became
the brand leader in the field of plant nutrition with a range of products" 0e
have e)panded our product line to include value added water soluble
comple)es of $itrogen *$-, Phosphorous *P- and Potassium *D-" (s a part of
our product portfolio we also have value added product line to cover bio
pesticides, bio>fertili=ers and farm sprayers"
$irman Fertili=ers has over the years, built its capabilities to finer mar!et
factors li!e price volatility, speed and strategy, based not just on an analysis of
23
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growth trends in the Indian economy but even deeper, on scale, resources,
technology capability, quality, and product diversification"
$irman Fertili=ers is clearly focused on actively shaping a promising future in
a swiftly and dynamically changing world" 0eEre building resilience to steer
ahead through a changing and challenging economy, focused on enriching,
nourishing and empowering lives
P054>
SECONDARY NUTRIENT
o B
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FUNGICIDE
o AC
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o ?C('%
MI1'< $C&'I$&B
o ?IF& *B 23 *1+A(&% GI$1-
o 1+IAAJ > 23 *1+A(&% F''
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1+(P&'>III
OBJECTIVE
27
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;.& O-
2" &he main purpose of the study is to !now weather the customers are
satisfied with the services provided by Nirman Fertilizers pvt ltd"
3" &o understand the behavior of the staff with customers"
4" &o !now weather service provided according to time and date or not"
5" &o suggest measures to improve customer satisfaction and improve
quality of service"
6" &o suggest new ideas, suggestion other than currently used in $irmal
(gro to improve customer satisfaction"
7" &o identify customer perceptions of !ey areas of wea!ness and !ey
area of strength"
8" &o measure the prioriti=e areas where improvement will most affect
customer satisfaction"
9" %etermine the level of customer satisfaction in the pesticide industry
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;.# N0 O9 * P=4 W-
2" %ata collection required lot of time so by doing 3 months Burvey
1ompany will !now areas in which they should develop" Bo it saves lot
of time of company researcher"
3" It gives accurate results to organi=ation which helps in ta!ing future
decision and helps in forecasting"
4" etter understanding of problem area> In the light of secondary data
researcher can improve the researcher problem and may even change
some of his earlier ideas"
;.; S62/6964+/4 9 * P=4 W-
2" 1ompany would get to !now the customer satisfaction level for the
current year" +elpful in forecasting" In addition, !nows areas of
improvement"
3" Dnows other new techniques of customer satisfaction improvement
and the ways to implement them will help company in achieving still
higher customer satisfaction" It is less e)pensive mode of collection
data for organi=ation point of view.
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;.A1 S+6>9+46/
1ustomer satisfaction is the !ey to success" ?etting your customers to tell
you what/s good good about your product or services and where you need
improvement helps you to ensure that your business measures up to their
e)pectations" &he attached file contains a customer satisfaction survey
from designed to help you gather this important information it was
designed to ma!e it easy for customer to fill out @ to ma!e it easy for you
to quic!ly customi=e to e)actly match your company/s activities" It also
includes suggestions for distributing the form, ensuring that customer will
return the form and following up on comments"
&he reason for a business firm to come into being is the e)istence of a
customer who has unfilled needs and wants" $irmal (gro has advantage of
having the widest product range in all mar!et segments in which it
operates, putting itself in a unique position of providing just product, but
the best economic solution to their customer thus fulfilling the unfilled
needs"
2:
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1+(P&'>I
RESEARCH METHODOLOGY
3;
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.& C/4, 9 R>+4*-
'esearch is an organi=ed inquiry designed and carried out to provide
information for solving significant problem" 'esearch process involves L
defining and redefining problems, hypothesis formulation, organi=ing and
evaluating of data, deriving an implication and conclusions, after careful
testing" 'esearch has its objective" It involves critical and e)haustive
investigation and e)perimentation by manipulating things, concepts or
symbols"
.&.& F+5> 9 G0 R>+4* D>62/
( good research design has the following important features#
( precise statement of the research problem"
%ata sources and data collection procedures"
(pproaches to data analysis"
'esource constraints# time, cost, manpower"
.&.#. T8,> 9 D++
P61+8 D++
S4/0+8 D++.
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P61+8 D++
%ata that is collected for specific purpose at hand is called primary data" &his
data is customi=ed according to the needs of the researcher and focuses
e)clusively on the current research problem" &he collection of primary data is
costly and time consuming"
Bome of the methods of primary data collection are as follows#
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&he questionnaire basically consisted of a set of questions that were presented
to the respondents for their answers" &his was by far the best method used for
the collection of primary data" In the preparation of the questionnaire, care was
ta!en to see that the wording of the questions were as simple as possible and
would not cause any strain to the respondents in understanding or interpreting
of the questions" (lso the flows of the questions have been !ept in a logical
order as far as possible"
&he questionnaire includes open end as well as closed end questions with
more emphasis on the closed ended questions" &he primary aim or objective of
including the open>ended questions was to obtain the perceptions of the people
regarding the service provided by $irmal (gro, their staff behavior and other"
&his type of information was of vital importance to organi=ation"
.#.&. S54> 9 D++
P61+8 0++is collected through survey of customer at solapur" &he survey
is done with the help of questionnaires in which the questions were open
ended and close ended" (lso by observation in automobile some data is
collected for the research"
S4/0+8 0++is through the website of the company and company records"
.#.# S+1,: S6
&he total sample si=e is 26; customers from solapur"
.#.; T:> 9 D++ C::46/
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&he methodology for data collection used was survey method and the tools
used for survey were questionnaire and personal interview" Information was
gathered by interview with the customer in solapur cities through the
questionnaires which are open ended where they can answer the questions in
their own words and close ended where options are given to them to answer
the questions"
.#. S+6>64+: T:> U>0 F D++ A/+:8>6>
Btatistical tools to be used are tables, Pie 1harts, percentage column used"
.; R>+4* M*0:28#>
D++ >54 P61+8 (96:0 S578)
'esearch area (!ola 1ity"
'esearch approach Burvey Method
'esearch instrument Huestionnaire
Bample Plan Personal Interview
Bample unit Farmers
Bample Bi=e 26; customers"
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D++ >54
D++ >
. S4, 9 * >508-
&he study covers the farmers using $irmal (gro products in (!ola city"
+elpful in forecasting"
+elpful in !nowing wea! spot of product"
etter understanding of problem area"
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DATA ANALYSIS
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1+(P&'>I
FINDINGS
1+(P&'>II
SUGGESTIONS AND CONCLUSION
1+(P&'>III
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LIMITATION OF THE STUDY
1+(P&'>IJ
BIBLIOGRAPHY
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QUESTIONNAIRE
4;