Customer Satisfaction Project Report

CONTENTSCONTENTS

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SNO PARTICULARSPAGE NO

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Declaration i

Company Letter ii

College Letter iii

Acknowledgement iv

List of Tables v

List of Graphs vi

Chapter-1 INTRODUCTION

1.1 Industry Profile 1

1.2 Company Profile 3

1.3 Introduction to the Topic 13

Chapter-2 RESEARCH METHODOLOGY

2.1 Statement of Problem 19

2.2 Need for the Study 19

2.3 Objectives of Study 19

2.4 Hypothesis 19

2.5 Source of Data 19

2.6 Scope of the Study 19

2.7 Questionnaire Design 20

2.8 Sampling 20

2.9 Statistical Tools 20

2.10 Limitations of the Study 20

Chapter-3 DATA ANALSYIS AND INTERPRETATION

Tables and Graphs 21

Chapter-4 FINDINGS AND SUGGESTIONS

4.1 Findings 49

4.2 Suggestions 51

ANNEXURE 52

BIBLIOGRAPHY 54

DECLARATION

I, O. MADANA MOHAN REDDY studying MBA, at Priyadarshini PG

Centre hereby declare that project report entitled “A STUDY ON CUSTOMER

SATISFACTION” is submitted in partial fulfillment for the award of the degree

of MASTER OF BUSINESS ADMINISTRATION to Sri Venkateswara

University, Tirupati is of my original work and it has not been submitted for the

award of any degree / diploma / fellowship / or other similar title or earlier to

anywhere.

Date:

Nellore:

(O. MADANA MOHAN REDDY)

(101098056)

Signature

CERTIFICATE

This is to certify that project entitled “A Study on Customer Satisfaction”

has been successfully carried out by A. MAHESH, who is a bonafied student of

the college for the academic year 2009 – 2011 and submitted in the partial

fulfillment of the requirements for the award of degree of MASTER OF

BUSINESS ADMINISTRATION, to Sri Venkateswara University, Tirupati.

K. MOHAN SINGH, M.Com, M. Phil., M.B.A., Y. KRISHNA KISHORE

REDDY,MBA.,

Head of the Department

Project Guide

Department of Business Administration

Sri. P. Subbarami Reddy

Principal

ACKNOWLEDGEMENT

The Presentation of this project has been given me the opportunity to

express my profound gratitude all those who have made it possible for me to thank

the Anantha PVC Pipes Pvt. Ltd, Anantapur, for giving me this opportunity to

under go a project study programme in their esteemed organization.

I am especially thankful to MR. A. RAMA KRISHNA, Marketing

Manager for his kind co-operation and valuable guidance in accomplishing the

study and also the staff of Anantha PVC Pipes Pvt. Ltd, Anantapur.

I thank my Head of the Department MR. K. MOHAN SINGH who helped

me directly and indirectly for successful completion of this project.

I would also thank MR. Y. KRISHNA KISHORE REDDY, faculty as

well as my internal guide and all the faculty members of the MBA department of

“Priyadarshini PG Centre” for their encouragement.

I wish to express my sincere thanks to MR. P. S. REDDY, Director of

Priyadarshini PG Centre, Nellore for giving his opportunity to carry out this

project work.

(O. MADANA MOHNA REDDY)

LIST OF TABLES

S.NO PARTICULARS PAGE.NO

1 Brand aware mostly preferred by consumers 21-22

2 company products do proper to use 24

3 Expect from pipes company 25

4 Aware of Monarch pipes company 26

5 Know about the brand Monarch Pipes 27

6 Monarch is the best company in A.P. 28

7 Inspired to buy the Monarch pipes by. 29

8 Regular customer to Monarch Company or dealers 30

9 Interested to buy the pipes from. 31

10 Monarch Company mainly concentrates on agricultural sector. 32

11 The customers of the Monarch company. 34

12 The customer of the Monarch Company since. 35

13 Share information with friends and relatives 36

14 Company concentrates on rural market more then urban market 37

15 Company provides better services than other company. 38

16 Monarch company has highest market share in south India. 39

17 Monarch pipe uses chemicals in it problem which will effect drinking

water 40

18 using the pipe for the purpose of 41

19 The supply centre with in 5 Km. 42

20 Good word of mouth is more important for company. 43

21 company expect to create good word of mouth 44

22 Monarch pipes prices are low. 45

23 The company to produce other agricultural. Products 46

24 The company to produce other agricultural. products 47

LIST OF GRAPHS

S.NO PARTICULARS PAGE.NO

1 Aware of Monarch pipes company 23

2 Know about the brand Monarch Pipes 24

3 Monarch is the best company in A.P. 27

4 Inspired to buy the Monarch pipes by 28

5 Regular customers to Monarch Company or

dealers.

29

6 Interested to buy the pipes from 30

7 Monarch Company mainly concentrates on

agricultural sector

31

8 The customers of the Monarch company. 34

9 The customer of the Monarch company since 35

10 Share information with friends and relatives 36

11 Company concentrates on rural market more then

urban market

37

12 Company provides better services than other

company

38

13 Monarch company has highest market share in 39

south India

14 The Monarch pipe market will spread all over India. 40

15 Using the pipe for the purpose of ,below graph 41

16 The supply centre with in 5 Km 42

17 Good word of mouth is more important for

company

43

18 Company expect to create good word of mouth, 44

19 Monarch pipes prices are low 45

20 The company to produce other agricultural products 46

21 The credit facility should be at least 47

22 The Monarch pipe market will spread all over India. 48

List of Graphs

Graph 3.1(a): showing the respondents rating for quantities of Brand aware mostly

preferred by consumers, 21

Graph : 3.1(b) showing respondent’s priority on monarch, vasavi, vijaya, nailnda, star

and nandi., 22

Graph 3.2 Aware of Monarch pipes company, 23

Graph 3.3 Know about the brand Monarch Pipes, 24

Graph 3.4(a) Which company products do proper to use, 25

Graph 3.4(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star and

nandi, 26

Graph 3.5 Monarch is the best company in A.P., 27

Graph 3.6 Inspired to buy the Monarch pipes by., 28

Graph 3.7 Regular customers to Monarch Company or dealers., 29

Graph 3.8 Interested to buy the pipes from., 30

Graph 3.9 Monarch Company mainly concentrates on agricultural sector., 31

Graph 3.10(a) Expect from pipes company, 32

Graph : 3.10(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star

and nandi, 33

Graph 3.11 The customers of the Monarch company., 34

Graph 3.12 The customer of the Monarch company since., 35

Graph 3.13 Share information with friends and relatives, 36

Graph 3.14 Company concentrates on rural market more then urban market., 37

Graph 3.15 Company provides better services than other company., 38

Graph 3.16 Monarch company has highest market share in south India, 39.

Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water,

40

Graph 3.18 using the pipe for the purpose of, 41

Graph 3.19 the supply centre with in 5 Km, 42

Graph 3.20 good word of mouth is more important for company, 43

Graph 3.21 company expect to create good word of mouth, 44

Graph 3.22 Monarch pipes prices are low., 45

Graph 3.23 the company to produce other agricultural products., 46

Graph 3.24 the credit facility should be at least., 47

Graph 3.25 the Monarch pipe market will spread all over India., 48

List of Graphs

Graph 3.2 Aware of Monarch pipes company, 23

Graph 3.3 Know about the brand Monarch Pipes, 24

Graph 3.5 Monarch is the best company in A.P., 27

Graph 3.6 Inspired to buy the Monarch pipes by., 28

Graph 3.7 Regular customers to Monarch Company or dealers., 29

Graph 3.8 Interested to buy the pipes from., 30

Graph 3.9 Monarch Company mainly concentrates on agricultural sector., 31

Graph 3.11 The customers of the Monarch company., 34

Graph 3.12 The customer of the Monarch company since., 35

Graph 3.13 Share information with friends and relatives, 36

Graph 3.14 Company concentrates on rural market more then urban market., 37

Graph 3.15 Company provides better services than other company., 38

Graph 3.16 Monarch company has highest market share in south India, 39.

Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water,

40

Graph 3.18 using the pipe for the purpose of, 41

Graph 3.19 the supply centre with in 5 Km, 42

Graph 3.20 good word of mouth is more important for company, 43

Graph 3.21 company expect to create good word of mouth, 44

Graph 3.22 Monarch pipes prices are low., 45

Graph 3.23 the company to produce other agricultural products., 46

Graph 3.24 the credit facility should be at least., 47

Graph 3.25 the Monarch pipe market will spread all over India., 48

1.1 INDUSTRY PROFILE

Plastics have become synonymous with modern living. The industry has achieve in terms

of supply of raw materials, expansion and diversification of processing capacities and

manufacturing of processing machinery.

At present 80 % of total requirement and almost all types of plastic machines required for

the industry and indigenously available.

Today India exports plastic products to as many as 80 countries all over the world. The

exports, which were stagnant at around rest. 60-70 cores per annum

Export of plastics good

Plastics have excellent potentialities. Our country is equipped with all kind of processing

machinery and skilled labor and undoable, and extra to boost export, finished plastics

products will yield rich divided.

Today India exports plastic products to as many as 80 countries all over the world. The

exports, which were stagnant at around rest. 60-70 cores per annum double to 129 craters.

The Plastic industry has taken up the challenge of achieving an export target of Rs. 17

cores.

Major export markets for plastic products and linoleum are Australia, Bangladesh,

Canada, Egypt, Hong Kong, Italy, Kuwait, Federal Republic of Germany, Sri Lanka,

Sweden, Taiwan, U.K., U.S.A., and Russia.

With view to boosting the export, the plastics and linoleum’s export promotion council

has urged the government to reduce import duty of plastic raw material, supply

indigenous raw materials at international prices, fix duty, draw backs on weighted

average basis and charge freight rate on plastic products on weights basis instead of

volume basis.

Prospects

The Production of various plastics a raw materials in the country is expected to double by

the end of seventh plan, the consumption of commodity plastics including LDPE, HDPE,

PP, PS AND PVC is immense scope for the use of plastics in agriculture, electronics,

automobile, telecommunications and irrigation and thus, the plastic industry is on the

threshold of an explosive growth.

Role of Plastics in the national economy

Plastics are got perceived as just simple colorful household products in the mind so

common person. A dominant part of the plastics of the percent and future find their

utilization in the areas.

Agriculture, forestry and water-management.

Automobile and transportation

Electronics and telecommunications buildings, construction and.

Food processing and packaging

Power and gas distributor.

Importance of pipes industry

We shall look at the basic data about plastics and particularly those properties, which are

so, fuse in practical working with plastics. Plastics are man-made materials. The oldest

raw material for producing plastics is carbonaceous material obtained from coal tar

(benzene, phenol).

Today the majority of raw materials are obtained from petrol chemical source and they

can be economically produced in large quantities.

Plastics have changed our world and day-by-day they are becoming important. They own

their success to whole series of advantage, which they have over conventional materials

such as:

Lightweight

Excellent mould ability

Attractive colors

Low energy requirements for convention

Low labor and cost of manufacture

Low maintenance & High strength weight ratio

1.2 COMPANY PROFILE

Rayalaseema is economically backward area in Andhra Pradesh, was rarefied region for

industries. A dynamic entrepreneur Sri S.P.Y. Reddy who is basically a mechanical

engineer started a unit at Nandyal, which manufactures black pipes in 1977. The

determination and hard work of Sri S.P.Y Reddy helped him to overcome the problems

faced by the company in the initial years, and with financial assistance from local

commercial banks. The company could overcome the problems of the merger and is

running smoothly.

Anantha P.V.C pipe Pvt Ltd., was incorporated in the year Feb 2002. The factory is

situated at NH-7, Hampapuram village, Rapthadu mandal and Anantapur district.

Anantha pvc Pipes Private Limited is the manufacturing of the largest and most

comprehensive range of PVC pipes in India.

Its annual production capacity is 18,000 Mts. And it is one of the leading manufacturers

of PVC pipes in south India. Pipes are sold under brand names of MONARCH,

KOHINOOR, and KRISHNA

Later the company started manufacturing of Pvc Pipes, which terminated the

manufacturing of black pipes. This resulted in the formation of a pvt. Ltd. company

called ‘ANANTHA PVC PIPES PVT LTD.” With Sri S.P.Y Reddy as the managing

director.

The only major competitors to the company are sudhakar pipes, Maharaja Pipes. The

only backdrop to it is the competition from local brands. As the majority of customers

belong to farmers, they consider than quality. The company has to make aware of the

company’s quality standards to them.

SIZES

Various sizes ranging from ½ to 10 offered to customers. Even pipes with different

gauges and sizes are manufactured to suit specific conditions.

PACKING

Packing plays less important role into the products like PVC pipes because the hallow

space inside can be utilized. For the purpose of cubic space utilization in trucks while

transport, Organization is adopting the technique like pipes in pipes.

PAYMENT PERIOD

For Anantha brand the company adopts zero credit policy and goods are not delivered

unless cash remittances are made. For Anantha and sagar brands credit is entitled up to a

week. The difference between these brands is due to brand image.

COVERAGE

At present Andhrapradesh, parts of southern states of Karnataka, Tamilnadu and kerela

are ambit of Anantha PVC pipes pvt ltd. The company extended their sales in the below

regions as shown below.

1979 - Nandyal region (polyphone pipes)

1984-85 - Rayalaseema region (PVC pipes)

1985-86 - Telangana region

1986-87 - Karnataka and Andhrapradesh

1988-94 - Tamilnadu and Karnataka

1991-94 - Kerela

TRANSPORTATION

The transportation department of Anantha PVC pipes pvt ltd. is very admirable. This

unique strength of the organization enables the dealers to reduce inventory levels to the

minimum. Thus dealers are also supplemented with dealers to reduce inventory levels to

the minimum. Thus dealers are also supplemented with the benefit of the lower tied-up

capital in the form of inventory.

THE INFORMATION ABOUT THE COMPANY

The company is equipped with sophisticated laboratory to carry all tests to ascertain out

going quality level of the pipes. A Nandhi pipe has got I.S.I trademark, which speaks for

itself for the quality of the pipes. Numbers of statistical quality control techniques are

applied to sustain the quality level of the product.

Managers at the company are dynamic and are well educated. Supervisory staff or

intermediate managerial staffs are able in talking their area are not highly educated. Most

of the employees are skilled is uniqueness of workers in Anantha PVC pipes pvt ltd.

There is non-indulgence in trade union activities.

As the company is located in industrial estate of Nandyal, it is facilitated with good

communication networks, which includes telex, fax machine, and Internet. Company has

also got the support of electronic data processing.

The company’s major strength is considered to be transportation vehicles; a unique cash

outflow justifies itself by providing good reputation of the company through improved

customer service.

FINANCIAL DEPARTMENT

Through initially the company approached the external sources for financial aid, now the

financial status of the company is the very sound and is being run only with self-finance

excepting for loans taken for hypothecation of machinery and stock from SBI Nandyal.

The company follows cash and carry policy for Nandhi brand. The product is not

delivered until the cash is paid and financial department with the help of marketing

department looks after these transactions.

MARKETING DEPARTMENT

Marketing manager who reports to executive director, an assistant marketing manager

who reports and 20 salesmen headed by 30 sales representatives who are headed by

assistant marketing manager heads the marketing department. Marketing mix and

advertising particulars of Anantha PVC pipes pvt Ltd. shows the department’s effective

management of the marketing department in the Organization.

PERSONAL DEPARTMENT

The personal department consists the details of the executives and workers of the

organization. The organization is formed with Sri S.P.Y Reddy as the Managing director

and executive director who reports managing director. Two marketing managers,

financial manager, public relations officer and quality control officer who all reports to

executive director. Other than executives there are thousand works in the organization.

Panel consisting of managing director, executive director and managers of concerned

departments makes the recruitment and selections of persons. Apart from the attractive

salaries company provides health card facilities.

PURCHASING DEPARTMENT

The perplexing situation i.e. conformed by the manufacturers of the PVC pipes is scarcity

of resin. Though the govt of India has taken various steps to improve supply conditions of

PVC resin; the Indian manufacturers could meet only 50 percent of demand and

remaining 50 percent is met from imports.

The major petrochemical companies are

Sri ram vinyl ltd.,

Chem.-plats ltd.,

Reliance petrochemical ltd.

National organic chemical industries ltd.

Indian petrochemical industries ltd.

Process

The main raw materials are HDPE granules, pp granules. The manufacturings for pipes

consist of mixing various resins along with coloring materials in a mixture and the

prepared material is fed to the extruder. In the extruder, the materials is heated to the

required politicizing temperature [1900 Centigrade to 2300 Centigrade] the extruded

through the die hard to form the pipe. The hot pipe coming out of the extruder is cooled

in a water bath to retain the final shape. The pipe coming out of the extruder is guided

through the water bath suitable traction system. The temperature of the water is

maintained by circulating through the cooling toward and with the help of a chilling

plant. The required length of the pipe is cut with a planetary saw. The cut lengths are

titled by titling units and get corrected in the pipe rack attached to the tilting frames.

Later they are stocked separately. The company has entered into a technical has it is own

processing technology.

APPLICATIONS OF UPVC PIPES

1. Agriculture and irrigation schemes.

2. Rural & urban water supplies scheme.

3. Tube well casing.

4. Gas and oil supply lines.

5. Industrial effluent disposal.

6. Sewerage and drainage scheme.

7. Air-condition ducting.

8. Building installations.

9. Industrial ducting.

GROWTH

Anantha PVC pipes pvt. Ltd. is commission with the objectives of catering to the

agriculture needs of the region. In earlier days tool used for water flow were every

ineffective with high percentage of seepage losses. To counter this has been of Anantha

PVC pipes Pvt. Ltd. the manor irritants in agriculture practices like lack of rain fall,

ground water licking.

Water transport with in the fields has provided magnificent thrust to PVC pipes market.

These factors helped Anantha PVC pipes Pvt.Ltd. to record an excellent growth of sales.

Well-equipped laboratory and quality office looks after the quality. The department

people always striving to the quality.

The companies not only improving the brand name but also it are undertaking the

competitor brands. In 1977 the company takeover the sager brand. The manufacturing

plant of sager brand was at medak district. The Anantha PVC Pipes Company not

stopped with that victory; the company takes over another main competitor’s brand

Anantha in 1999, the manufacturing plant of Anantha plant lies at Anantapur district. The

threats of the old companies are turned to the opportunities to the company by its

excellent management. After the change of management the brand image of these brands

are improved. At present Anantha PVC pipes Pvt. Ltd. stands at market leader position.

The 7s McKinney Model

The 7s Models provide an effective framework for analyzing the organization and its

activities. In a marketing-led company they can be used to explore the extent to which the

company is working coherently towards a distinctive and motivating place in the mind of

consumer.

STRATEGY

Strategy defines key actions and capability along the major dimensions of marketing

product and service development, sales and channel distribution, business systems and

processes, and management of alliances and partnership.

Anantha follows a clear strategy. The core mission and individual cornerstones of this

strategy are closely matched to an exciting growth market. Anantha is a local company

with a multiple brand and a clear mission-to create new values in quality for the

customers, employees and shareholders. Anantha strategy and business model make it

ideally positioned to develop with in the PVC pipes market, meeting the customers needs

with improved quality that bring together the best of Anantha people, processes and core

capabilities.

SYSTEM

System refers to all processes and information flows that link the organization together. It

is the formal and informal procedures that support the strategy structure.

It includes management information systems, and capital allocation systems that govern

day-to-day activities

The company’s head office is in Hyderabad spans three floors of high-tech network and

is the operating center for network.

All of Anantha offices and warehouses across the state have been internally connected

through a LAN, WAN connectivity infrastructure is a combination of lease lines ISDN’s

and wireless. The Anantha is being used to drive critical business application such as

local; day to day freight related application as well as for E-mail Communications.

Anantha network hardware equipment is standardized on Dell servers and laptops. Across

state, the company has about 10 servers and about 200 Compaq’s brand P3 and p4 PC’s.

Windows NT is the standard OS for all the above but the company also has windows

2000 and windows XP based servers and clients now.

Anantha has invested in a 256 Leased line to its head office, which houses the servers

with all their global applications. This link allows these applications to be offered to

Anantha local customers effectively and efficiently. At present Anantha’s Network has a

star topology.

Anantha has adopted wireless platform because it supports a range of activities including

Anantha’s stock forwarding, financial accounting, and billing, MIS.

STYLE

Style refers to management style: more matter of what managers do than what they say,

how do a company’s managers spend their time? What are they focusing attention on?

Symbolism – the creation and maintenance (or sometimes deconstruction)

Of meaning is a fundamental responsibility of managers. It refers to the leadership

approach of top management and the organization overall operating approach; also the

way in which the organizations employees present themselves to the outside world, to

suppliers and customers.

Anantha follows a participative management system. Anantha management conducts a

general meeting every month in which the representatives of all levels of management are

participating. Anantha insists on a policy of equal opportunity, by selecting, developing

and retaining employees on the basis of ability and qualifications for the work to be

performed. This is done without discrimination or prejudice under any circumstances.

Anantha encourages the involvement of employees in the planning and direction of their

work.

SKILLS

Skills refers to what company does best; the distinctive capabilities and competencies that

reside in the organization or the dominant attributes or capabilities that exist in the

organization.

The lower level management of the organization has skills those, which are needed for

communication, computer knowledge, and industrial knowledge.

The staffs in the middle level management possess technical skills relating to machinery

control, pipe technology and production regulation. Those in the warehouse possess

inventory management skills. Apart from this non-technical skill like human resource

management is also present.

The top-level management possesses skills that uphold and develop brand image. Possess

the skills to achieve the company’s overall commitment of customers and the company

budget.

SHARED VALUES

Shared value is also known as super-ordinate goals. They are the guiding concepts,

fundamental ideas around which a business is built simple,usually at abstract level, have

great meaning inside the organization even though outsiders may not see or understand

them.

Mission statement

The mission statement of Anantha is as follows.

To be the preferred supply chin partner to out customers.

To be the recognized as the best in the world at what we do.

To create new values in the quality for our customers, employees and

shareholders.

Vision statement

The vision statement of Anantha is as follows

“Creating new values in quality by working together for you”

STAFF

The people / human Resource management – processes used to develop managers,

socialization process, ways of shaping basic values of management cadre, ways of

introducing young recruits to the company, ways of helping to manage the careers of the

employees.

Anantha staff consists of skilled employees the human resources dept provides training to

all the employees.

The recruitment process is needed based and activity based recruitment. The company

selects only those candidates who have a formal degree with respect to engineering or

quality management or persons who have experience in those fields. The employee’s

presently in the organization have promotion based on their performance.

Selection process

Once the assessment of the application is done the applicant will be advised whether he /

she have been selected for a round interview. This will take the form of a telephone

interview.

If his /her interview is a success he /she will be invited to attend one of Anantha

assessment centers where their will be further interviews together which individual and

group exercises there will be also be an opportunity to find out more about the company

and to meet managers and recent graduates.

EMERGENCE OF PVC CONCEPTS AND ITS SOCIALIZATION

Growing domestic agricultural and industrial requirements of the modern world ware in

quest for the new substance, which could serve the need and wants of the today’s man.

Although metals wore meeting major chunk of the fabrication demands of the modern

world, formability and weight constant were real impediments. In light of this situation,

the substance called plastics, which has got all desired characteristics the modern man,

was discovered. This carbonaceous with excellent physical stability could replace most of

the earlier used metals, wood etc.,

Although acceptance and socialization of this new innovation was slow it had shown

encroachment into the life’s of the today’s man. Now plastics are omnipresent and

serving numerous fields. Heavily modernized communication sector, fiber equipment are

only few applications in multi various uses of the plastics.

PVC PIPES AND ITS ECONOMIC ROLE

Cheap occupation in India is agriculture. For the developing countries like, India

modernization of the agriculture practices assumes pivotal places in improving the

economic status and the process of modernization. Includes usage of high productive.

Plastics supplement to greater extent manufacturing of tools required for new agricultural

practices.

The usage of polyvinyl chloride pipes in agricultural fields; lessen water seepage, which

was predominant in earlier practices, with services of P.V.C pipes, water can be

transported efficiently with lesser, from the place of higher water potential to the place of

lower water potential.

Presently the revolutionary tried in water management speaks much about drip irrigation,

which is developed in Israel and is practiced by all agricultural based nations in the

world. Drip irrigation greatly used P.V.C pipes as core tools of implementation with the

services of this sort, P.V.C pipes one way or the other strengthening the hands of

country’s economy.

A part with the refereed P.V.C pipes supplemented with fitting is used in houses for

electrical connection and other domestic purposes. A part from these two applications it

has got wide applications even in industrial sectors, P.V.C pipes with much unique heart,

chemical and physical characteristics serve many industrial purposes.

Even the characteristics of weight and low price attract many more applications. Rigid

PVC PIPES have been manufactured in India from the sixties on imported extrusion lines

and there after indigenous plan were few pipes manufactures up to 1978-79 and large

production capacity was created during 1979-83.

When many extrusion lines were imported from batten Field, Cincinnati, kraaus-maffi

etc. the government allowed the imports of sophisticated and high output plants, which

were not available indigenously.

It is essential for the company to carryout continuous research and development to up

date technology, for higher output, loss energy cost per kg of output, quality of products

etc.

TECHNICAL DETAILS ABOUT PVC PIPES:

Ingredients

PVC region

D.B.L.S

T.B.L.S

L.S

C.S

STEARIC ACID

HYDROCARBON

CALCIUM CARBONAT

TITANICDIOXIDE

MANUFACTURING PROCESS

Hot forward extrusion is employed for the manufacturing of PVC pipes resin with

weighted.

Amounts of other ingredients, which are carried to the hot chambers. The high

temperature of hot chamber melts ingredients and content of the given forward transit to

get allow pipes of required dimension. As the pipes come out the heat chamber, cool the

pipe immediately. Pipes of desired length are cut with the aid of stop and power hacksaw.

Production is made in various sizes ranging from ½ to 10’’ according to usage.

REINFORCED PLASTICS

Although plastics have high strength to weight ratio, they are not as strong as metals and

deform permanently under load. It cannot be placed under extremely high or low

temperature like metals and other materials. Modern invention of glass or carbon black as

reinforcing fillers have a way for making high strength bearing plastics and they are at a

times replace steel.

ALLOYS

Physical mixture of two or more polymer is termed as alloys. Physical blending of two

polymers is needed because every polymer has certain set of good properties.

Design of special products that should have specific set of properties may not be obtained

if it is made only from one polymer by blending two polymers we can get the required

combination of properties. For example polystyrene is highly amorphous and rigid but

has low impact strength. If it is blended with rubbery material, product will be of high

strength, rigid.

Thus by alloying a wide range of products can be made. Although alloys are physical

mixtures of polymers, hydrogen bonds are formed between some special ionic groups

with hydrogen atom of the carbon chain. Such abound is very useful in alloy formation

because it impacts processing flexibility with and use of cross-linked products.

1.3 INTRODUCTION TO THE TOPIC

Satisfaction is consumer’s fulfillment response. It is a judgment that a product or a

service feature or the product or service itself provides pleasurable level of consumption

related fulfillment.

Customer’s satisfaction influenced by specific product are service features and by

perceptions of quality. It is also influenced by specific service attributions, and their

perceptions

MARKETING ORGANIZATION

CEO

MANAGING DIRECTOR

TRANSFER MANAGER WORK MANAGER EXECUTIVE MANAGER SALE & SERVICE

MANAGER

Customer Satisfaction is the pillar of the marketing concept.

Satisfaction is consumer’s fulfillment response. It is a judgment that a product or a

service feature or the product or service itself provides pleasurable level of consumption

related fulfillment.

Customer’s satisfaction influenced by specific product are service features and by

perceptions of quality. It is also influenced by specific service attributions, and their

perceptions

The telling factor in the company’s long run fortunes will be the amount of customer

satisfaction that it managers to generate. But it doesn’t not mean the company’s sole aim

is to maximize Customer Satisfaction. If that where the case, it should simply put out the

best product and service in the world and price is below cost. There by it would be

creating substantial customer satisfaction. But in the long run it would be also be out of

business. Customer Satisfaction like happiness bet achieved by rendering substantial

forma of assistance to others rather than by direct pursuit.

Companies that move towards adopting the market concept benefit themselves and The

society. It leads the society’s recourse to move in the direction of social needs, there by

bringing the interests of business firms and the interest of society in to harmonious

relationship. Thus the third pillory of the marketing concept aims to achieve good profits

by giving the customer genuine values in the satisfaction.

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four perspectives of a Balanced

Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy. Increasing competition (whether for-profit or nonprofit) is forcing

businesses to pay much more attention to satisfying customers. (It may help the reader to

notice the role of customer satisfaction in the overall context of product or service

development and management.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targeting

non-customers;[2] measuring customer satisfaction provides an indication of how

successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviors such as return and

recommend rate. The level of satisfaction can also vary depending on other options the

customer may have and other products against which the customer can compare the

organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort

of quantitative measurement, although a large quantity of research in this area has

recently been developed. Work done by Berry, Brooder between 1990 and 1998[3] defined

ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in

http://en.wikipedia.org/wiki/Business

http://en.wikipedia.org/wiki/Customer_satisfaction

http://en.wikipedia.org/wiki/Satisfaction


http://en.wikipedia.org/wiki/Balanced_Scorecard

http://en.wikipedia.org/wiki/Balanced_Scorecard

http://en.wikipedia.org/wiki/Technical_term

2002 and known as the ten domains of satisfaction. These ten domains of satisfaction

include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-

departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and

Innovation. These factors are emphasized for continuous improvement and organizational

change measurement and are most often utilized to develop the architecture for

satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml

and Berry between 1985 and 1988 provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of

performance and their perceived experience of performance. This provides the measurer

with a satisfaction "gap" which is objective and quantitative in nature. Work done by

Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the

"gap" described by Parasuraman, Zeithaml and Berry as two different measures

(perception and expectation of performance) into a single measurement of performance

according to expectation. According to Garbrand, customer satisfaction equals perception

of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey [4] with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement and

in term of their perception and expectation of the performance of the organization being

measured.

http://en.wikipedia.org/wiki/Likert_scale


http://en.wikipedia.org/wiki/Sample_survey

Customer Loyalty

"It takes a lot less money to increase your retention of current customers than to find new

ones-but I know I don't give it as much effort as I should because it does take a lot of

energy and effort!"

Strategize And Plan For Loyalty!

Do you even have a specific plan for building customer loyalty?

I bet you haven't given it as much thought as you should- because to tell the truth

I need to give it more effort also.

If you currently retain 70 percent of your customers and you start a program to

improve that to 80 percent, you'll add an additional 10 percent to your growth

rate.

Particularly because of the high cost of landing new customers versus the high

profitability of a loyal customer base, you might want to reflect upon your current

business strategy.

These four factors will greatly affect your ability to build a loyal customer base:

1. Products that are highly differentiated from those of the competition.

2. Higher-end products where price is not the primary buying factor.

3. Products with a high service component.

4. Multiple products for the same customer.

Market to Your Own Customers!

Giving a lot of thought to your marketing programs aimed at current customers is one

aspect of building customer loyalty.

When you buy a new car, many dealers will within minutes try to sell you an extended

warranty, an alarm system, and maybe rust proofing. It's often a very easy sale and costs

the dealer almost nothing to make. Are there additional products or services you can sell

your customers.

Three years ago my house was painted, and it's now due for another coat. Why hasn't the

painter called or at least sent a card? It would be a lot less expensive than getting new

customers through his newspaper ad, and since I was happy with his work I won't get

four competing bids this time. Keep all the information you can on your customers and

don't hesitate to ask for the next sale.

Use Complaints To Build Business!

When customers aren't happy with your business they usually won't complain to you -

instead, they'll probably complain to just about everyone else they know - and take their

business to your competition next time. That's why an increasing number of businesses

are making follow-up calls or mailing satisfaction questionnaires after the sale is made.

They find that if they promptly follow up and resolve a customer's complaint, the

customer might be even more likely to do business than the average customer who didn't

have a complaint.

In many business situations, the customer will have many more interactions after the sale

with technical, service, or customer support people than they did with the sales people.

So if you're serious about retaining customers or getting referrals, these interactions are

the ones that are really going to matter. They really should be handled with the same

attention and focus that sales calls get because in a way they are sales calls for repeat

business.

Reach Out To Your Customers!

Contact . . . contact . . . contact with current customers is a good way to build their

loyalty. The more the customer sees someone from your firm, the more likely you'll get

the next order. Send Christmas cards, see them at trade shows, stop by to make sure

everything's okay.

Send a simple newsletter to your customers-tell them about the great things that are

happening at your firm and include some useful information for them. Send them copies

of any media clippings about your firm. Invite them to free seminars. The more they

know about you, the more they see you as someone out to help them, the more they know

about your accomplishments-the more loyal a customer they will be.

Loyal Customers and Loyal Workforces

Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a

given these days. It is especially important for you to retain those employees who interact

with customers such as sales people, technical support, and customer-service people.

Many companies give a lot of attention to retaining sales people but little to support

people. I've been fortunate to have the same great people in customer service for years-

and the compliments from customers make it clear that they really appreciate specific

people in our service function. The increasing trend today is to send customer-service and

technical-support calls into queue for the next available person. This builds no personal

loyalty and probably less loyalty for the firm. Before you go this route, be sure this is

what your customers prefer. Otherwise I'd assign a specific support person to every

significant customer.

“MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TO

PROFITABLE OPPORTUNITIES”.

Definition of marketing as follows

“Marketing is a social managerial process by which individuals and group obtain what

the need and want through creating. Offering and exchanging products of value with

others”.

This definition of marketing rests on the following core concepts needs, wants and

elements, products (goods, services and ideas); value cost and satisfaction exchange and

transactions, relationships and networks, markets and marketers and prospects.

THE MAKETING CONCEPT

“ The marketing concept hold that key to achieving organizations goals consists of being

more effective than competitor in integrating more effective then competitive in

integrating marketing activities towards determining and satisfying the needs and wants

of target markets”.

2.1 STATEMENT OF PROBLEM

The objective of every company would be ensuring customer satisfaction for the

customer satisfaction would create loyal customers. Measuring customer satisfaction is

always a challenge, as customer either would not disclose or sometimes do not assess

their satisfaction level clearly. Many times the customer can not specify the reasons for

his satisfaction.

2.2 NEED FOR THE STUDY

ANATHA P.V.C PIPES believes in satisfactory delivery of service quality to the

customer, but due to unknown reasons that the customer satisfaction analyzed by the

company is not up to the make. The company intends to find out the causes and remedies

for the low customer satisfaction.

2.3 OBJECTIVES OF THE STUDY

The following are the objectives of the study to solve the problem.

They are:

To know the customer satisfaction regarding Anantha PVC pipes.

To identify customer interest in buying pipes.

To find service rendered by the company.

To know price impact on product purchase.

To find word of mouth impact on product purchase.

2.4 HYPOTHESIS

The purpose of usage influence customer satisfaction.

Rural/Urban market influence customer satisfaction.

2.5 SOURCE OF DATA

Primary Data

The Primary Data is collected through questionnaire survey to customers.

Secondary Data

Information is gathered from company profile, website and book Consumer Behaviour

author by Loudon and Della Betta

2.6 SCOPE OF THE STUDY

The scope of the study is to find out the customer satisfaction with reference to pipes.

The study covers the different aspects of customer satisfaction.

This has been conducted in Anantapur Zone. Data have been collected from customer by

a personal interview. The researcher took 3 weeks to study the entire customers’

perception.

2.7 QUESTIONNAIRE DESIGN

Questionnaire Design is prepared on the basis of the following parameters.

Customers satisfaction

Customer Awareness

QUESTIONNAIRE ADMINISTRATION

Information is gather through questionnaires from customers of Anantapur Zone.

2.8 SAMPLING

Population = 5000

Sample size = 100

Sample unit = Customers of Anantha PVC Pipes

2.9 STATISTICAL TOOLS

For data analysis statistical tools used are simple percentage and chi- square test.

2.10 LIMITATION OF THE STUDY:

1. The study confined to the Anantapur Zone.

2. The time spent was limited due to which the exhaustive study could not be

conducted.

3. Quality of information is based on the degree of brand awareness among customer

TABLES AND GRAPHS

3.1 Brand aware mostly preferred by consumers

Inference

From the table it is inferred that monarch first rank, nandi second rank, third rank is star,

fourth is vasavi, fifth is vijaya and sixth rank is nalanda for dimension “Mostly preferred

by consumers”.

P1 P2 P3 P4 P5 P6

monarch 58 9 26 7 - -

vasavi 3 30 4 36 23 4

vijaya 2 3 8 21 60 6

nalanda 2 - - 2 13 83

star 3 24 27 30 6 10

nandi 31 33 29 - 3 4

Table 3.1(a): showing the respondents rating for quantities of Brand aware mostly

preferred by consumers

For the table weighted arithmetic mean method has been followed under - Score method

points. For each and every priority points are allotted.

Total score monarch = (58*6)+(9*5)+ (26*4)+(7*3) =518

Total score vasavi=(2*6)+(30*5)+(4*4)+(36*3)+(23*2)+(4*1) =354

Total score viyaya = (2*6) + (3*5)+(8*4)+(21*3)+(60*2)+(6*1) =248

Total score nalanda =(2*6)+0+0+(2*3)+(13*2)+(83*1)=127

Total score star =(3*6)+(24*5)+(27*4)+(30*3)+(6*2)+(10*1)=358

Total score nandi=(31*6)+(3*5)+(22*4)+(7*3)+(3*2)+(4*1)=470

Score =No .of respondents *points

Weight = Total score/No. of Respondents

Name Total score Weight Rank

monarch 518 5.18 1

vasavi 354 3.54 4

vijaya 248 2.48 5

nalanda 127 1.27 6

star 358 3.58 3

nandi 470 4.70 2

Table : 3.1(b) showing respondent’s priority on monarch, vasavi, vijaya, nailnda,

star and nandi.

3.2 Aware of Monarch pipes company.

Inference

From the table it is inferred that out of 100 respondents, 100 % have aware the Monarch

pipes company.

Decision Responses Percentages

Yes 100 100%

No 0 0%

Total 100 100%

Table 3.2 Aware of Monarch pipes company

100%

0%

Yes

No

Graph 3.2 Aware of Monarch pipes company

3.3 Know about the brand Monarch Pipes

Inference

From the table it is inferred that out of 100 respondents, 4% customers are known about

The Monarch Pipes through print media, 2% customers are known about the monarch

pipes through television 64% through friends and 30% through dealers.


Print media 4 4%

Television 2 2%

Friends & Rel 64 64%

Dealers 30 30%

Total 100 100%

Table 3.3 Know about the brand Monarch Pipes

4% 2%

64%

30%

Print media

Television

Friends & Rel

Dealers

Graph 3.3 Know about the brand Monarch Pipes

3.4 Which company products do proper to use

Inference

From the table it is inferred that nandi first rank, vijaya second rank, third rank is

monarch , fourth is star,fifth is vasavi and sixth rank is nalanda for dimension “Mostly

preferred by consumers”.

P1 P2 P3 P4 P5 P6

Monarch 19 9 22 9 33 8

vasavi 2 7 33 5 18 35

vijaya 30 24 4 10 30 2

nalanda - - 15 9 - 76

star 2 26 6 36 16 14

nandi 32 6 50 9 - 3

Table 3.4(a) Which company products do proper to use



Total score monarch = (19*6)+(9*5)+ (22*4)+(9*3) +(33*2)+(8*1)=357

Total score vasavi=(2*6)+(7*5)+(33*4)+(5*3)+(18*2)+(35*1) =265

Total score vijaya = (30*6) + (24*5)+(4*4)+(10*3)+(30*2)+(2*1) =408

Total score nalanda =0+0(15*4)+(9*3)+0+(76*1)=163

Total score star =(2*6)+(26*5)+(6*4)+(36*3)+(16*2)+(14*1)=320

Total score nandi=(32*6)+(6*5)+(50*4)+(9*3)+0+(3*1)=452



Name Total score Weight Rank

monarch 357 3.57 3

vasavi 265 2.65 5

vijaya 408 4.08 2

nalanda 163 1.63 6

star 320 3.2 4

nandi 452 4.52 1

Table 3.4(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda,

star and nandi

3.5 Monarch is the best company in A.P.

Inference

From the table it is inferred that out of 100 respondents, 39 % customers have strongly

agreed that the monarch pipe company is best company in a AP while 33 % have agreed,

28% of disagreed.


S.Agree 39 39%

Agree 33 33%

Not decide 0 0%

Disagree 28 28%

S.disagree 0 0%

Total 100 100%

Table 3.5 Monarch is the best company in A.P.

Graph 3.5 Monarch is the best company in A.P.

39%

33%

0%

28%

0%

S.AgreeAgreeNot decideDisagreeS.disagree

3.6 Inspired to buy the Monarch pipes by.

Inference

From the table it is inferred that out of 100 respondents, 29% customers have inspired to

buy the Monarch pipes through friends, 39% have relatives, 8% have neighbors and 24%

have advertisements.


Friends 29 29%

Relatives 39 39%

Neighbors 8 8%

Advertisements 24 24%

Total 100 100%

Table 3.6 Inspired to buy the Monarch pipes by.

29%

39%

8%

24%

Friends

Relatives

Neighbors

Advretisements

Graph 3.6 Inspired to buy the Monarch pipes by.

3.7 Regular customer to Monarch Company or dealers.

Inference

From the table it is inferred that out of 100 respondents, 50 % of the people are

regular customers and 50% people are not regular customers to the monarch pipes.


Yes 50 50%

No 50 50%

Total 100 100%

Table 3.7 Regular customers to Monarch Company or dealers.

50%50%Yes

No

Graph 3.7 Regular customers to Monarch Company or dealers.

3.8 Interested to buy the pipes from.

Inference

From the table it is inferred that out of 100 respondents, 10% customers are interested to

buy the pipes directly from company while 47% through dealers, 3 % through brokers,

2% through friends and 38% through showroom.


Company 10 10%

Dealers 47 47%

Brokers 3 3%

Friends 2 2%

Show room 38 38%

Total 100 100%

Table 3.8 Interested to buy the pipes from.

10%

47%

3%

2%

38% Cmpany

Dealers

Brokers

Friends

Show room

Graph 3.8 Interested to buy the pipes from.

3.9 Monarch Company mainly concentrates on agricultural sector.

Inference

From the table it is inferred that out of 100 respondents, 2% have strongly agreed that the

monarch pipes company mainly concentrates on agricultural sector, while 44% have

agreed and 54% have not decided.


S.Agree 2 2%

Agree 44 44%

Not decide 54 54%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.9 Monarch Company mainly concentrates on agricultural sector.

2%

44%

54%

0%0%

S.Agree

Agree

Not decide

Disaree

S.disagree

Graph 3.9 Monarch Company mainly concentrates on agricultural sector.

3.10 Expect from pipes company

P1 P2 P3 P4

Quality 96 3 1 -

Weightless - 40 48 12

Length 5 55 46 4

Colour 7 - 13 80

Table 3.10(a) Expect from pipes company



Total score quality = (96*4)+(3*3) +(1*2)+0=395

Total score weightless=0+(40*3)+(48*2)+(12*1) =228

Total score length= (5*4)+(55*3)+(36*2)+(4*1) =261

Total score colour =(7*4)+0+(13*2)(80*1)=134



Total score Weight Rank

Quality 395 3.95 1

Weightless 228 2.28 3

Length 261 2.61 2

Colour 134 1.34 4

Table : 3.10(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda,

star and nandi

From the table it is inferred that quality first rank, length second rank, third rank is

weightless, fourth is colour, for dimension “Mostly preferred by consumers”.

3.11 The customers of the Monarch Company.

Inference

From the table it is inferred that out of 100 respondents, the customers of the Monarch

company 68% customers have yes and 32% have no.


Yes 68 68%

No 32 32%

Total 100 100%

Table 3.11 The customers of the Monarch company.

68%

32%

Yes

No

Graph 3.11 the customers of the Monarch Company.

3.12 The customer of the Monarch Company since.

Inference

From the table it is inferred that out of 100 respondents, The customer of the Monarch

company since.61 % are customers of monarch pipes company less than 6 month while

32% are since 6- 12 months , 3% 1to 2 years and 4% are since more than 2 years.


Less then 6 Ms 61 61%

6 to 12 Ms 32 32%

1 to 2 Years 3 3%

More then 2 Ys 4 4%

Total 100 100%

Table 3.12 The customer of the Monarch company since.

61%

32%

3% 4%

Less then 6 Ms

6 to 12 Ms

1 to 2 Years

More then 2 Ys

Graph 3.12 the customer of the Monarch Company since.

3.13 Share information with friends and relatives.

Inference:

From the table it is inferred that out of 100 respondents, share information with friends

and relatives 38% customers have strongly agreed that they share the information with

the friends and relation while 61% have agreed and 1% have strongly disagreed.


S.Agree 38 38%

Agree 61 61%

Disagree 0 0%

S.disagree 1 1%

Total 100 100%

Table 3.13 Share information with friends and relatives

38%

61%

0%

1%

S.Agree

Agree

Disaree

S.disagree

Graph 3.13 Share information with friends and relatives.

3.14 Company concentrates on rural market more then urban market.

Inference:

From the table it is inferred that out of 100 respondents, Company concentrates on rural

market more then urban market 27% customers have strongly agreed that the company

concentrates on the rural market more than urban market while 43% customers have

agreed 26 % have disagreed and 4% have strongly disagreed.


S.Agree 27 27%

Agree 43 43%

Disagree 26 26%

S.disagree 4 4%

Total 100 100%

Table 3.14 Company concentrates on rural market more then urban market.

27%

43%

26%

4%

S.Agree

Agree

Disaree

S.disagree

Graph 3.14 Company concentrates on rural market more then urban market.

3.15 Company provides better services than other company.

Inference

From the table it is inferred that out of 100 respondents, Company provides better

services than other company. 38% customers have strongly agreed while 60% customers

have agreed and 2 % have disagreed.


S.Agree 38 38%

Agree 60 60%

Disagree 2 2%

S.disagree 0 0%

Total 100 100%

Table 3.15 Company provides better services than other company.

38%

60%

2% 0%

S.Agree

Agree

Disaree

S.disagree

Graph 3.15 Company provides better services than other company.

3.16 Monarch company has highest market share in south India.

Inference

From the table it is inferred that out of 100 respondents, 10 % have strongly agreed that

monarch pipes has highest market share in south India while 62% have agreed and 28 %

have not decided.


S.Agree 10 10%

Agree 62 62%

Not decide 28 28%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.16 Monarch company has highest market share in south India.

10%

62%

28%

0%0%


Graph 3.16 Monarch company has highest market share in south India.

3.17 Monarch pipe uses chemicals in it problem which will effect drinking water.

Inference

From the table it is inferred that out of 100 respondents, 3 % customers have strongly

agreed that the monarch pipes uses chemicals that will affect drinking water 63 % have

agreed 6 % have not decided 3% have disagreed and 25 %have strongly disagreed.


S.Agree 3 3%

Agree 63 63%

Not decide 6 6%

Disagree 3 3%

S.disagree 25 25%

Total 100 100%

Table 3.17 Monarch pipe uses chemicals in it problem which will effect drinking

water

3%

63%

6%

3%

25%

S.Agree

Agree

Not decide

Disaree

S.disagree

Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking

water

3.18 using the pipe for the purpose of

Inference

From the table it is inferred that out of 100 respondents, using the pipe for the purpose of

1% has drinking water, 69% have water flow and 30% have others.


Drinking water 1 1%

Water flow 69 69%

Power wiring 0 0%

Others 30 30%

Total 100 100%

Table 3.18 using the pipe for the purpose of

1%

69%

0%

30%

Drinking water

Water flow

Power wiring

Others

Graph 3.18 using the pipe for the purpose of

3.19 The supply centre with in 5 Km.

Inference

From the table it is inferred that out of 100 respondents, 59 % of the customers said that

the supply center is 5 KM away and 41% said that it is beyond 5Km .

Table 3.19 the supply centre with in 5 Km

59%

41%

Yes

No

Graph 3.19 the supply centre with in 5 Km


Yes 59 59%

No 41 41%

Total 100 100%

3.20 Good word of mouth is more important for company.

Inference

From the table it is inferred that out of 100 respondents, good word of mouth is more

important for company 37% have strongly agreed and 63% have agreed.


S.Agree 37 37%

Agree 63 63%

Not decide 0 0%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.20 good word of mouth is more important for company

37%

63%

0%0%0%

S.Agree

Agree

Not decide

Disaree

S.disagree

Graph 3.20 good word of mouth is more important for company

3.21 company expect to create good word of mouth

Inference

From the table it is inferred that out of 100 respondents, the company expect to create

good word of mouth 98% have yes and 2% have no.


Yes 98 98%

No 2 2%

Total 100 100%

Table 3.21 company expect to create good word of mouth

98%

2%

Yes

No

Graph 3.21 company expect to create good word of mouth

3.22 Monarch pipes prices are low.

Inference

From the table it is inferred that out of 100 respondents, 36% customers have strongly

agreed the Monarch pipes prices are low, 63% have agreed and 1% has not decided.


S.Agree 36 36%

Agree 63 63%

Not decide 1 1%

Disagree 0 0%

S.disagree 0 0%

Total 100 100%

Table 3.22 Monarch pipes prices are low.

Graph 3.22 Monarch pipes prices are low.

36%

63%

1%

0%

0%


3.23 The company to produce other agricultural products.

Inference

From the table it is inferred that out of 100 respondents, 96% customers have yes the

company to produce other agricultural products and 4% have no.


Yes 96 96%

No 4 4%

Total 100 100%

Table 3.23 the company to produce other agricultural products.

96%

4%

Yes

No

Graph 3.23 the company to produce other agricultural products.

3.24 The credit facility should be at least.

Inference

From the table it is inferred that out of 100 respondents, 4% customers avail a credit

facility of a 1 week 54 %, 2 weeks 9 % 1 month and 33 % avail 2 months.


1 Week 4 4%

2 Weeks 54 54%

1 Month 9 9%

2 Months 33 33%

Total 100 100%

Table 3.24 the credit facility should be at least.

4%

54%

9%

33%

1 Week

2 Weeks

1 Month

2 Months

Graph 3.24 the credit facility should be at least.

3.25 The Monarch pipe market will spread all over India.

Inference

From the table it is inferred that out of 100 respondents, 61% customers have yes the

Monarch pipe market will spread all over India and 39% customers have no.


Yes 61 61%

No 39 39%

Total 100 100%

Table 3.25 the Monarch pipe market will spread all over India.

61%

39%

Yes

No

Graph 3.25 the Monarch pipe market will spread all over India.

4.1 FINDINGS

From the survey it is found that every body is aware of Anantha PVC pipes

60% of the respondents were using pipes for agriculture need and only 26% of the

respondents were using for domestic purpose

Nearly 60% of the respondents are highly satisfied with the quality of Anantha

pipes

From the study it is found that when compared to other brands, price of the

Anantha pipes is high.

65% of the customers are satisfied with the after sales service provided by

Anantha pipes.

4% customers are known about The Monarch Pipes through print media, 2%

customers are known about the monarch pipes through television 64% through

friends and 30% through dealers.

39 % customers have strongly agreed that the monarch pipe company is best

company in a AP while 33% have not decided , 28% of disagreed.

50 % of the people are regular customers and 50% people are not regular

customers to the monarch pipes.

10% customers are interested to buy the pipes directly from company while 47%

through dealers, 3 % through brokers, 2% through friends and 38% through show

room.

2% have strongly agreed that the monarch pipes company mainly concentrates on

agricultural sector, while 44% have agreed and 54% have not decided.

16 % are customers of monarch Pipes Company less than 6 month while 32% are

since 6- 12 months, 3% 1to 2 years and 4% are since more than 2 years.

38 % customers have strongly agreed that they share the information with the

friends and relation while 61% have agreed and 1% has strongly disagreed.

27% customers have strongly agreed that the company concentrates on the rural

market more than urban market while 43% customers have agreed 26 % have

disagreed and 4% have strongly disagreed.

10 % have strongly agreed that monarch pipes has highest market share in south

India while 62% have agreed 28 % have not decided.

3 % customers have strongly agreed that the monarch pipes uses chemicals that

will effect drinking water 63 % have agreed 6 % have not decided, 3% have

disagreed and 25 %have strongly disagreed.

59 % of the customers said that the supply center is 5 KM away and 41% said

that it is beyond 5Km .

4 % customers avail a credit facility of a 1 week 54%, 2 weeks 9 % 1 month and

33 % avail 2 months.

28% of the customers strongly agreed that the quality of the product is good while

72 % have agreed.

4.2 SUGGESTIONS

As one of the concerns in customer satisfaction is the price of the product and that

the price of anantha pipes is believed to be higher than the competitors, the

company may make an attempt to study the price and perceived added value of

the product and appropriately modify the prices or may announce certain

discounts and allowances to the tune of the difference.

Though the customers are aware of the product, they do not perceive that the

Monarch pipes is the best company, hence efforts may be taken to include the

image projection of the company in all its communications.

There appears to be little confusion among the customers that the chemicals used

in the pipes might affect the drinking water, hence efforts may be taken to make

appropriate changes in the manufacturing process and also in the communications

concerning this image.

As majority said that the supply centers are beyond 5 KM, the company may take

steps to have more supply centers.

As per the demand of the customers, the company must give percentage of

discount to all the customers.

It is suggested to provide some discounts or allowances to the customers those

who bought even less than 100 pipes.

ANNEXURE

A Study on Marketing (Customer Satisfaction) with regard to Anantha PVC Pipes

Pvt, Ltd., S.No. 26, N.H.7, Bangalore Road, Hampapuram, Anantapur Dist, A.P

*-*-*

Questionnaire for Measuring Customer Satisfaction===============================================================Name:Age: Qualification:Extant Land: Type of Crop:Average Income: Motor HP:Water Source: Rain/Bore/Well/Tank/Canal===============================================================1. What are the brands you are aware mostly

a) Monarch b) Vasavi c) Vijaya d) Nalandha e) Star f)Nandi [

]

2. Are you aware of Monarch Pipes?

a) Yes b) No [

]

3. How did you get to know about the brand Monarch Pipes?

a) Print media b) television c) friends / relatives d) dealers [

]

4. Which company products do you prefer to use?

a) Monarch b) Vasavi c) Vijaya d) Nalandha e) Star f)Nandi [

]

5. Monarch is best company in A.P.

a) Strongly agree b) Agree c) Not decide d) Disagree e) strongly disagree [

]

6. I am inspired to buy the Monarch pipes by

a) Friends b) Relatives c) Neighbors d) Advertisements [

]

7. Are you a regular customer to Monarch Company or Dealers?

a) Yes b) No [

]

8. You are interested to buy the pipes from

a) Company b) Dealers c) Brokers d) Friends e) Showroom [

]

9. Monarch company mainly concentrates on agricultural sector

a) Strongly agree b) Agree c) Not decide d) Disagrees e) strongly disagree [

]

10. What do you expect from a pipe company?

a) Quality b) weightless c) length d) colour [

]

11. Are you the customer of the Monarch Company?

a) Yes b) No [

]

12.I am the customer of the Monarch Company since

a) Less than 6 months b) 6 to 12 Months

c)1 to 2 years d) More than 2 years [

]

13.I share the information with my friends and relatives

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [

]

14. Company concentrates on rural market more than urban market


]

15. Monarch Company provides better services than other company


]

16. I think Monarch Company has highest market share in south India

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [

]

17. Do you think Monarch pipe uses chemicals in it problem which will effect drinking

water.



]

18. You are using the pipe for the purpose of

a) Drinking water b) Water flow c) Power wiring d) Others [

]

19. Do you have the supply centre with in 5 Km?

a) Yes b) No [

]

20. The good word of mouth is more important for company



]

21. Can the company expect you to create good word of mouth?

a) Yes b) No [

]

22. I think Monarch pipe prices are low price



]

23. Do you invite the company to produce other agricultural products?

a) Yes b) No [

]

24. If agreed the credit facility should be at least to

a) 1week b) 2weeks c) 1month d) 2months e) 2months [

]

25. Do you expect the Monarch pipe market will spread all over India?

a) Yes b) No [

]

BIBLIOGRAPHY

Books

Principles of Marketing - Philip Kotler / Gary Armstrong

Marketing management - V.S. Ramaswamy & Namakumari 1998

Research methodology - C.R.Kothari

Marketing Research - G. C. Beri

Search Engines

http://google.com

http://nandipipes.com

http://ananthapvcpipes.com

http://wikipedia.com

http://answers.com

http://answers.com/

http://wikipedia.com/

http://ananthapvcpipes.com/

http://nandipipes.com/

http://google.com/

Customer Satisfaction Project Report

Documents

company company

company monarch company

relatives company

best company

company profile

brand monarch pipes

urban market company

consumers company products