A STUDY ON CUSTOMER SATISFACTION DONE AT RASI ELECTRODES LTD. PROJECT REPORT Submitted in partial fulfillment of the Requirements for the award of the Degree of B.Sc(ISM) 2010-2011 By KAVITA.P (0804127) Under the Supervision of Ms. R.Anusha, M.C.A.,M.Phil., Faculty, Department of BBA & B.Sc(ISM), M.O.P. Vaishnav College for Women, Nungambakkam, Chennai – 34.
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
A STUDY ON CUSTOMER SATISFACTION DONE AT
RASI ELECTRODES LTD.
PROJECT REPORT
Submitted in partial fulfillment of the
Requirements for the award of the Degree of
B.Sc(ISM)
2010-2011
By
KAVITA.P (0804127)
Under the Supervision of
Ms. R.Anusha, M.C.A.,M.Phil.,
Faculty, Department of BBA & B.Sc(ISM),
M.O.P. Vaishnav College for Women,
Nungambakkam, Chennai – 34.
BONAFIDE CERTIFICATE
This is to certify that this project record of the work done by Kavita.P of second year
B.Sc(ISM), Reg.No.0804127 based on internship training undergone during the period of
15th April2010-15th May2010 at Rasi Electrodes Limited in partial fulfillment of the
requirement for the reward of B.Sc(ISM) degree.
Signature of Signature of
Head of Department. Principal
External Examiner
Date
DECLARATION
I Kavita.P a bonafide student of M.O.P Vaishnav College for Women
(Autonomous)Chennai-600034 hereby declare that the project entitled “A study on
customer satisfaction done at RASI ELECTRODES LTD. “ has been submitted to the
viva voce examination and that the said work is original
Place: Chennai Siganture
Date:
ACKNOWLEDGEMENT
I take immense pleasure to thank our institution M.O.P VAISHNAV COLLEGE
FOR WOMEN (AUTONOMOUS), which has given me an opportunity to do
this project in RASI ELECTRODES LTD., Chennai.
I am thankful to my Principal and Head of the Department of BBA &
B.Sc(ISM)
I wish to express my gratitude to Mr.G.Mahavir Chand Kochar, who has
constantly encouraged me in the successful completion of the project work by
timely advice and support.
It is my pleasure to thank my guide Ms.R.Anusha for her guidance and
encouragement given throughout the course of my project work. I also thank all
other faculty members of the Department of Business Administration.
I am dutiful to thank RASI ELECTRODES LTD., Chennai for permitting me to
carry on my project in their organization and also thank all the employees who
gave necessary information to complete my project
Place: Chennai
Date:
TABLE OF CONTENTS
S. NO CONTENTS PAGE NO.
1 List of tables6
2 List of Graphs7
3 Chapter-I: Introduction 8
4 Chapter-II: Industry and Company Profile12
5 Chapter-III: Review of literature 24
6 Chapter-IV: Data analysis and Interpretation 30
7 Chapter-V: Findings, Suggestions ,Experience and
that are so good that there is very little chance that the customer requirements will
not be met.
DATA ANALYSIS &
INTERPRETATION
CHAPTER IV
RESEARCH DESIGN AND METHODOLOGY:
The sample chosen consisted of 100 respondents. The respondents represented different
age groups and occupation groups. They were selected from various parts of Chennai.
The data were collected through field survey with the help of questionnaire. The
respondents were assured that the data collected was only for the research (academic)
purpose. The informants faced no apparent difficulty in responding. The questionnaire
contained statements relating to the satisfaction derived from their services of the
company.
Data source : Primary Data
Research instrument: Questionnaire
Sample size : 100
Sampling Unit : The people interviewed were most of their company’s customer
Area of study : Chennai
STATISTICAL TOOLS USED:
Chi –Square Test was used to test the significant levels between their period and level
of satisfaction of products. Bar diagrams and pie charts were used for analysis and
interpretations of the data collected.
PILOT STUDY & PRE-TESTING:
No Pilot Study and Pre-Testing were done.
TABLE NO: 1
DISTRIBUTION OF RESPONDENTS BY PURCHASING PERIOD OF RASI
ELECTRODES LTD’S PRODUCTS
BASIS FREQUENCY
(N)
Less than 6 months 16
6 months to less than 1 year 20
1 year to less than 3 years 15
3 years to less than 5 years 20
5 years or more 29
Total 100
DIAGRAM NO: 1
CHART SHOWING DISTRIBUTION OF RESPONDENTS BY PURCHASING
PERIOD OF RASI ELECTRODES LTD’S PRODUCTS
chart showing distribution of respondents by purchasing period of rasi's electrodes products
05
101520253035
Lessthan 6months
6 monthsto lessthan 1year
1 year toless than3 years
3 yearsto lessthan 5years
5 yearsor more
Less than 6months
6 months to lessthan 1 year
1 year to less than3 years
3 years to lessthan 5 years
5 years or more
Inference:
We can see from the table that less than one-fourth of the respondents
(16) purchase products in less than 6 months whereas little less than one-fourth of
the respondents (20) purchase products in 6 months to 1 year whereas less than
one-fourth (15) of the respondents purchase products in 1 year to less than 3 years
whereas little less than one-fourth of the respondents (20) purchase products in 3
years to less than 5 years and more than one-fourth (29) of the respondents
purchase products in 5years or more . The mean purchase period is 5 years or
more (29). The table is also represented in the form of a bar chart.
TABLE NO: 2
DISTRIBUTION OF RESPONDENTS BY WHICH CHANNEL OF
DISTRIBUTION THEY PURCHASE RASI ELECTRODES LTD’S PRODUCTS
BASIS FREQUENCY
(N)
In our store 5
Online 5
Telephone order / catalogue 38
Through a dealer 15
Through a agent 15
Through a wholesaler 20
Others 2
Total 100
DIAGRAM NO: 2
CHART SHOWING DISTRIBUTION OF RESPONDENTS BY WHICH
CHANNEL OF DISTRIBUTION THEY PURCHASE RASI ELECTRODES
LTD’S PRODUCTS
chart showing distribution of respondents by which channel of distribution they purchase rasi's
electrodes product
5% 5%
38%
15%
15%
20%
2%
In our store
Online
Telephone order /catalogue Through a dealer
Through a agent
Through awholesalerOthers
Inference:
We can see from the table that more less than one-fifth of the respondents
(5) purchase products from our store whereas less than one-fifth of the respondents
(5) purchase products through online whereas more than one-fourth (38) of the
respondents purchase products through telephone order or catalogue whereas little
less than one-fifth of the respondents (15) purchase products through dealers and
agents whereas one-fifth of the respondents (20) purchase products through
wholesaler and more less than one-fifth of the respondents(2) purchase products
from others . The mean level of product purchase is through telephone order. The
table is also represented in the form of a pie chart.
TABLE NO: 3
DISTRIBUTION OF RESPONDENTS BY RATING OVERALL LEVEL OF
SATISFACTION WITH RASI ELECTRODES
BASIS FREQUENCY
(N)
Highly satisfied 56
Somewhat satisfied 14
Neutral 15
Somewhat dissatisfied 11
Highly dissatisfied 4
Total 100
DIAGRAM NO: 3
CHART SHOWING DISTRIBUTION OF RESPONDENTS BY RATING
OVERALL LEVEL OF SATISFACTION WITH RASI ELECTRODES
chart showing distribution of respondents by rating overall level of satisfaction with the
company
0102030405060
Hig
hly
satis
fied
Som
ewha
tsa
tisfie
d
Neu
tral
Som
ewha
tdi
ssat
isfie
d
Hig
hly
diss
atis
fied
Highly satisfied
SomewhatsatisfiedNeutral
Somewhatdissatisfied Highly dissatisfied
Inference:
We can see from the table that more than half of the respondents (56)
are highly satisfied whereas less than one-fifth of the respondents (14) are some
what satisfied whereas less than one-fifth (15) of the respondents are neutral
whereas more less than one-fifth of the respondents (11) are some what
dissatisfied whereas more less than one-fifth of the respondents (4) are highly
dissatisfied. The mean level is highly satisfied (56). The table is also represented
in the form of a bar chart.
TABLE NO: 4
DISTRIBUTION OF RESPONDENTS BY FREQUENT USAGE OF RASI ELECTRODES PRODUCTS
Products Don’tUse Daily Weekly Monthly Quarterly Total
Rasi E 6013 2 68 2 13 15 100
Rasi E7018LH 13 27 4 26 30 100
Rasi 308L-16 26 16 8 26 24 100
Rasi C02 15 50 7 12 16 100
Grinding & Cutting wheel
20 31 29 12 8 100
DIAGRAM NO: 4
CHART SHOWING DISTRIBUTION OF RESPONDENTS BY FREQUENT USAGE OF RASI ELECTRODES PRODUCTS
chart showing distribution of respondents by frequent usage of rasi's electrodes product
0
1020
3040
50
6070
80
Rasi E 6013
Rasi E7018LH
Rasi 308L-16
Rasi C02
Grinding & Cuttingwheel
Inference:
We can see from the table that the respondent who own RASI E 6013 and their
opinion about frequent usage of this product is less than one-fifth of the
respondents (2) don’t use whereas more than half of the respondents (68) use daily
less than one-fifth of the respondents (2) use weekly whereas less than one-fifth of
the respondents (13) use monthly and less than one-fifth (15) of the respondents
use quarterly.
Their opinion about frequent usage of RASI E7018LH product is less than one-
fifth of the respondents (13) don’t use whereas more than one-fourth of the
respondents(27) use daily less than one-fifth of the respondents (4) use weekly
whereas more than one-fourth of the respondents (26) use monthly and more than
one-fourth (30) of the respondents use quarterly .
Their opinion about frequent usage of RASI 308L-16 product is more than one-
fourth of the respondents (26) don’t use whereas less than one-fifth of the
respondents(16) use daily less than one-fifth of the respondents (8) use weekly
whereas more than one-fourth of the respondents (26) use monthly and one-fourth
(24) of the respondents use quarterly .
Their opinion about frequent usage of RASI C02 product is less than one-fifth of
the respondents (15) don’t use whereas half of the respondents(50) use daily less
than one-fifth of the respondents (7) use weekly whereas less than one-fifth of the
respondents (12) use monthly and little less than one-fifth (16) of the respondents
use quarterly .
Their opinion about frequent usage of GRINDING AND CUTTING WHEEL
product is one-fifth of the respondents (20) don’t use whereas more than one-
fourth of the respondents (31) use daily more than one-fourth of the respondents
(29) use weekly whereas less than one-fifth of the respondents (12) use monthly
and less than one-fifth (8) of the respondents use quarterly .
The table is also represented in the form of a multiple bar chart.
TABLE NO: 5
DISTRIBUTION OF RESPONDENTS BY RECOMMENDATION OF RASI
ELECTRODES PRODUCTS TO OTHERS
BASIS FREQUENCY
(N)
No, never recommended 26
Have recommended once
or twice
45
Have recommended
several times
29
Total 100
DIAGRAM NO: 5
CHART SHOWING DISTRIBUTION OF RESPONDENTS BY
RECOMMENDATION OF RASI ELECTRODES PRODUCTS TO
OTHERS
chart showing distribution of respondents by reccomendation of rasi electrodes product to
others
26%
45%
29%
No, neverrecommended
Haverecommendedonce or twice
Haverecommendedseveral times
Inference:
We can see from the table that more than one-fourth of the respondents
(26) never recommended about the products whereas very little less than half of
the respondents (45) have recommended once or twice about the product and more
than one-fourth of the respondents (29)have recommended several times . The
mean level is that the respondents have recommended once or twice about the
product (45). The table is also represented in the form of a pie chart.
TABLE NO: 6
DISTRIBUTION OF RESPONDENTS BY RATING RASI ELECTRODES
PRODUCTS IN COMPARISON WITH OTHERS COMPANIES
BASIS FREQUENCY
(N)
Much higher 57
Somewhat higher 21
Same 12
Somewhat lower 5
Much lower 3
Don’t know 2
Total 100
DIAGRAM NO: 6
CHART SHOWING DISTRIBUTION OF RESPONDENTS BY RATING
RASI ELECTRODES PRODUCTS IN COMPARISON WITH OTHERS
COMPANIES
chart showing distribution of respondents by rating rasi electrodes products in comparison
with others companis
0
10
20
30
40
50
60 Much higher
Somewhat higher
Same
Somewhat lower
Much lower
Don’t know
Inference:
We can see from the table that more than half of the respondents (57)
have rated Rasi products much higher in comparison to others whereas less than
one-fourth of the respondents (21) have rated Rasi products some what higher in
comparison to others whereas more less than one-fifth (12) of the respondents
have rated Rasi products same in comparison to others whereas more less than
one-fifth of the respondents (5) have rated Rasi products some what lower in
comparison to others whereas more less than one-fifth of the respondents (3) have
rated Rasi products much lower in comparison to others and whereas more less
than one-fifth of the respondents (2) have rated Rasi products don’t know in
comparison to others. The mean level is that Rasi electrodes products is much
higher in comparison to others (57). The table is also represented in the form of a
bar chart.
TABLE NO: 7
DISTRIBUTION OF RESPONDENTS FOR CONTINUING TO USE RASI
ELECTRODES PRODUCTS
BASIS FREQUENCY
(N)
Very likely 61
Somewhat likely 9
Neutral 25
Somewhat unlikely 4
Very unlikely 1
Total 100
DIAGRAM NO: 7
CHART SHOWING DISTRIBUTION OF RESPONDENTS FOR
CONTINUING TO USE RASI ELECTRODES PRODUCTS
chart showing distribution of respondents for continuing to use rasi electrodes product
61%
9%
25%
4%1%
Very likely
Somewhat likely
Netural
Somewhatunlikely Very unlikely
Inference:
We can see from the table that more than half of the respondents (61) are highly
satisfied to continue to use Rasi electrodes products whereas less than one-fifth of
the respondents (9) are some what likely to continue to use Rasi electrodes
products whereas one-fourth (25) of the respondents are neutral to continue to use
Rasi electrodes products whereas more less than one-fifth of the respondents (4)
are some what unlikely to continue to use Rasi electrodes products and more less
than one-fifth of the respondents (1) are very unlikely to continue to use Rasi
electrodes products . The mean level is that respondents are highly satisfied to
continue to use Rasi electrodes products (61). The table is also represented in the
form of a pie chart.
TABLE NO: 8
DISTRIBUTION OF RESPONDENTS FOR THE PROBLEMS RESOLVED
TO THEIR SATISFACTION BY THE CUSTOMER SERVICE
BASIS FREQUENCY
(N)
Yes, by the company or its
representatives (A)51
Yes, by me or someone outside
the company (B)38
No, the problem was not resolved
(C)2
No problems /no contact with
customer service (D)9
Total 100
DIAGRAM NO: 8
CHART SHOWING DISTRIBUTION OF RESPONDENTS FOR THE
PROBLEMS RESOLVED TO THEIR SATISFACTION BY THE
CUSTOMER SERVICE
Inference:
We can see from the table that more than half of the respondents (51) are
highly satisfied as their problems are resolved by the company and their
representatives whereas less than half of the respondents (38) have resolved their
problem by themselves or the company whereas less than one-fifth (9) of the
respondents have no problems about the products whereas more less than one-fifth
of the respondents’ (2) problem was not solved when approached. The mean level
is that respondents are highly satisfied (51) as their problems are resolved by the
company and their representatives. The table is also represented in the form of a
bar chart.
TABLE NO: 9
DISTRIBUTION OF RESPONDENTS OF QUALITY OF CUSTOMER SERVICES THEY RECEIVED FROM
THE COMPANY
BASIS FREQUENCY
(N)
Poor 2
Satisfactory 8
Good 25
Very good 27
Excellent 38
Total 100
DIAGRAM NO: 9
CHART SHOWING DISTRIBUTION OF RESPONDENTS OF QUALITY
OF CUSTOMER SERVICES THEY RECEIVED FROM THE COMPANY
chart showing distribuion of respondents of quality of customer services they received from
the company
2% 8%
25%
27%
38%
Poor
Satisfactory
Good
Very good
Excellent
Inference:
We can see from the table that more less than one-fifth of the respondents
(2) says poor for the quality of the services they provide whereas less than one-
fifth of the respondents (8) says satisfactory for the quality of the services they
provide whereas one-fourth (25) of the respondents says good for the quality of
the services they provide whereas more than one-fourth of the respondents (27)
says very good for the quality of the services they provide and less than half of the
respondents (38) says excellent for the quality of the services they provide. The
mean level is that the quality of the services they provide is excellent (38). The
table is also represented in the form of a pie chart.
TABLE NO: 10
DISTRIBUTION OF RESPONDENTS FOR RASI ELECTRODES ON THE FOLLOWING ATTRIBUTES
Criteria Well
Below
Average
Below
Average
Average Above
Average
Well
Above
Average
Total
Customer Service
Experience
0 2 35 25 38 100
On-time Delivery of
Service
0 3 28 32 37 100
Professionalism 0 5 30 25 40 100
Purchase experience 1 6 27 31 35 100
Quality of Service 0 4 18 37 41 100
Understanding of
Customer Needs
2 8 25 27 38 100
DIAGRAM NO: 10
CHART SHOWING DISTRIBUTION OF RESPONDENTS FOR RASI ELECTRODES ON THE FOLLOWING ATTRIBUTES
chart showing distribution of respondents for rasi electrodes on the following attributes
05
1015202530354045
Cus
tom
erS
ervi
ceE
xper
ienc
e
On-
time
Del
iver
y of
Ser
vice
Pur
chas
eex
perie
nce
Und
erst
andi
ngof
Cus
tom
erN
eeds
Well BelowAverage
Below Average
Average
Above Average
Well AboveAverage
Inference:
We can see from the table that the respondent of Rasi electrodes products and their
rating for the customer service experience is less than one-fifth of the respondents
(2) below average whereas more than one-fourth of the respondents (35) rate
average whereas one-fourth of the respondents (25) rate above average whereas
more than one-fourth of the respondents (38) rate well above average.
The respondents rating for on-time delivery of service is less than one-fifth of the
respondents (3) below average whereas more than one-fourth of the respondents
(28) rate average whereas more than one-fourth of the respondents (32) rate above
average whereas more than one-fourth of the respondents (37) rate well above
average.
The respondents rating for professionalism is less than one-fifth of the respondents
(5) below average whereas more than half of the respondents (30) rate average
whereas more than one-fourth of the respondents (28) rate above average whereas
little less than half of the respondents (40) rate well above average.
The respondents rating for purchase experience is less than one-fifth of the
respondents (1) well below average whereas less than one-fifth of the respondents
(6) rate below average whereas more than one-fourth of the respondents (27) rate
average whereas more than one-fourth of the respondents (37) rate above average
and little less than half of the respondents (41) rate well above average.
The respondents rating the quality of service is less than one-fifth of the
respondents (4) below average whereas little less than one-fifth of the respondents
(18) rate average whereas more than one-fourth of the respondents (37) rate above
average whereas little less than half of the respondents (41) rate well above
average
The respondents rating for understanding of customer needs is less than one-fifth
of the respondents (2) well below average whereas less than one-fifth of the
respondents (8) rate below average whereas one-fourth of the respondents (25) rate
average whereas more than one-fourth of the respondents (27) rate above average
and more than one-fourth of the respondents (38) rate well above average
The table is also represented in the form of a multiple bar chart.
CHI-SQUARE TEST NO.1
PERIOD
LEVEL OF SATISFACTION
Highly
satisfied
Somewhat
satisfied
Neutral Somewhat
dissatisfied
Highly
dissatisfiedTOTAL
less than 6
months
4 3 3 4 2 16
6 months
to less
than 1
year
5 3 2 6 4 20
1 year to
less than 3
years
4 2 3 4 2 15
3 years to
less than 5
years
5 2 3 4 6 20
5 years or
more
10 5 6 5 3 29
TOTAL 28 15 17 23 17 100
Solution:
Null hypothesis (Ho): There is no significant difference between the purchasing period
and level of satisfaction they derived from the company.
Alternate hypothesis (H1): There is significant difference between the purchasing
period and level of satisfaction they derived from the company.
EXPECTED FREQUENCY
PERIOD
LEVEL OF SATISFACTION
Highly
satisfied
Somewhat
satisfied
Neutral Somewhat
dissatisfied
Highly
dissatisfiedTOTAL
less than
6 months
4.48 2.4 2.72 3.68 2.72 16
6 months
to less
than 1
year
5.6 3 3.4 4.6 3.4 20
1 year to
less than
3 years
4.2 2.25 2.55 3.45 2.55 15
3 years
to less
than 5
years
5.6 3 3.4 4.6 3.4 20
5 years
or more
8.12 4.35 4.93 6.67 4.93 29
TOTAL 28 15 17 23 17 100
APPLYING X 2 TEST
O E (O-E) (O-E) 2 (O-E) 2 /E
4 4.48 -0.48 0.2304 0.051429
3 2.4 0.6 0.36 0.15
3 2.72 0.28 0.0784 0.028824
4 3.68 0.32 0.1024 0.027826
2 2.72 -0.72 0.5184 0.190588
5 5.6 -0.6 0.36 0.064286
3 3 0 0 0
2 3.4 -1.4 1.96 0.576471
6 4.6 1.4 1.96 0.426087
4 3.4 0.6 0.36 0.105882
4 4.2 -0.2 0.04 0.009524
2 2.25 -0.25 0.0625 0.027778
3 2.55 0.45 0.2025 0.079412
4 3.45 0.55 0.3025 0.087681
2 2.55 -0.55 0.3025 0.118627
5 5.6 -0.6 0.36 0.064286
2 3 -1 1 0.333333
3 3.4
-0.4 0.16 0.047059
4 4.6
-0.6 0.36 0.078261
6 3.4
2.6 6.76 1.988235
10 8.12
1.88 3.5344 0.435271
5 4.35
0.65 0.4225 0.097126
6 4.93
1.07 1.1449 0.232231
5 6.67
-1.67 2.7889 0.418126
3 4.93
-1.93 3.7249 0.755558
6.3939
Chi-square test =∑ (O-E)2 / E
Degrees of freedom =(c-1) (r-1) = (5-1) (5-1) = 16
Calculated value = 6.3939
Table value of chi-square 5% level of significance for 16 degree of freedom is 26.30
The calculated value X2 is less than the tabulated value.
Accept (Ho)
Hence it can be said that there is no significance difference between the
purchasing period and level of satisfaction they derived from the company. This in
turn indicates that the purchase period affects the level of satisfaction obtained by
the customers.
The above table is drawn to understand the significance between the two variables,
the purchasing period and level of satisfaction they derived from the company.
Also, the above table has been grouped into highly satisfied, neutral, highly
dissatisfied for the purpose of calculation.
CHI-SQUARE TEST NO.2
LEVEL OF
SATISFAC
TION
LIKELINESS TO CONTINUE USING THE PRODUCTS OF COMPANY
Very
likely
Some what
likely
Neutral Somewhat
unlikely
Very
unlikely TOTAL
Highly
satisfied
15 20 7 9 5 56
Somewhat
satisfied
4 3 2 3 2 14
Neutral 4 2 3 4 2 15
Somewhat
dissatisfied
4 3 2 1 1 11
Highly
dissatisfied
0 2 1 0 1 4
TOTAL 27 30 15 17 11 100
Solution:
Null hypothesis (Ho): There is no significant difference between the level of
satisfaction and likeliness to continue using the products of company.
Alternate hypothesis (H1): There is significant difference between the level of
satisfaction and likeliness to continue using the products of company.
EXPECTED FREQUENCY
LEVEL OF
SATISFAC
TION
LIKELINESS TO CONTINUE USING THE PRODUCTS OF COMPANY
Very
likely
Some
what
likely
Neutral Somewhat
unlikely
Very
unlikely TOTAL
Highly
satisfied
15.12 16.8 8.4 9.52 6.16 56
Somewhat
satisfied
3.78 4.2 2.1 2.38 1.54 14
Neutral 4.05 4.5 2.25 2.55 1.65 15
Somewhat
dissatisfied
2.97 3.3 1.65 1.87 1.21 11
Highly
dissatisfied
1.08 1.2 0.6 0.68 0.44 4
TOTAL 27 30 15 17 11 100
APPLYING X 2 TEST
O E (O-E) (O-E) 2 (O-E) 2 /E
15 15.12 -0.12 0.0144 0.000952
20 16.8 3.2 10.24 0.609524
7 8.4 -1.4 1.96 0.233333
9 9.52 -0.52 0.2704 0.028403
5 6.16 -1.16 1.3456 0.218442
4 3.78 0.22 0.0484 0.012804
3 4.2 -1.2 1.44 0.342857
2 2.1 -0.1 0.01 0.004762
3 2.38 0.62 0.3844 0.161513
2 1.54 0.46 0.2116 0.137403
4 4.05 -0.05 0.0025 0.000617
2 4.5 -2.5 6.25 1.388889
3 2.25 0.75 0.5625 0.25
4 2.55 1.45 2.1025 0.82451
2 1.65 0.35 0.1225 0.074242
4 2.97 1.03 1.0609 0.357205
3 3.3 -0.3 0.09 0.027273
2 1.65 0.35 0.1225 0.074242
1 1.87 -0.87 0.7569 0.404759
1 1.21 -0.21 0.0441 0.036446
0 1.08 -1.08 1.1664 1.08
2 1.2 0.8 0.64 0.533333
1 0.6 0.4 0.16 0.266667
0 0.68 -0.68 0.4624 0.68
1 0.44 0.56 0.3136 0.712727
8.460905
Chi-square test =∑ (O-E)2 / E
Degrees of freedom =(c-1) (r-1) = (5-1) (5-1) = 16
Calculated value = 8.460905
Table value of chi-square 5% level of significance for 16 degree of freedom is 26.30
The calculated value X2 is less than the tabulated value.
Accept (Ho)
Hence it can be said that there is no significance difference between the level of
satisfaction and likeliness to continue using the products of company. Therefore it
clearly indicates that if the customers are satisfied they would surely continue to
buy the company’s products.
The above table is drawn to understand the significance between the two variables,
level of satisfaction and likeliness to continue using the products of company.
Also, the above table has been grouped into very likely, neutral and very unlikely
for the purpose of calculation.
FINDINGS,
SUGGESTIONS,
EXPERIENCE AND
CONCLUSION
CHAPTER V
FINDINGS:
It is found that the maximum customers(29%)the company have their
purchasing period of nearly 5 years or more
A majority of customers(38%) prefer telephone order/catalogue as their
channel of distribution to purchase Rasi electrodes limited products
Nearly 56% of customers are highly satisfied with Rasi electrodes limited
services and products thus offered by the company
The most purchased product daily is Rasi E 6013(68), weekly is grinding and
cutting wheel(27%),monthly is Rasi 308 L-16(26%),quarterly is Rasi
E7018LH(50%)and Rasi CO2 (31%)is also not much purchased as it is not
used much by the customers
Nearly half of the respondents (45%)have recommended Rasi electrodes
products to others once or twice
Rasi electrodes limited products in comparison with other companies’ products
are rated much higher (57%)
The respondents(61%) preferred very likely continuing with the products of the
company to a better extent
Problem resolving is considered to be done very well by the company and its
representations of their customers as and when required (51%)
The quality of customer satisfaction is considered to be excellent which is
received by the customers (38%)
Rasi electrodes attributes are rated customer service experience is well above
average (38%); the on time delivery of service is also well above average
(37%) as well as the professionalism (40%). The purchase experience is also
considered to be well above average (35%). The quality of the service is also
highly satisfied (41%). The act of understanding of the customer needs is best
in the company and highly appreciable (38%).
With the help of Chi square test it is understood that there is no significance
difference between the purchasing period and level of satisfaction they derived
from the company. This in turn indicates that the purchase period affects the
level of satisfaction obtained by the customers. The high the purchasing period,
the more the customers are satisfied.
With the help of Chi square test it is understood there is no significance
difference between the level of satisfaction and likeliness to continue using the
products of company. Therefore it clearly indicates that if the customers are
satisfied they would surely continue to buy the company’s products
Rasi E 6013(68%) has emerged as most promising product of the company
which is being sold by the company at a daily basis to its majority of dealers
and customers.
SUGGESTIONS:
It is suggested that the company can expand its customer care department with
more advanced features such as call centre and enquiry department so as to
provide better after sale service.
The Company can provide various discounts along with its products so that it
can attract maximum industrial sector.
The Company to manage its working in a better way can also expand its
infrastructure or establish various branches to have an image nationwide.
Monthly surveys can also be conducted to analyze the customer’s needs and
attitudes towards the company and its products.
INTERNSHIP EXPERIENCE:
The method of undergoing an internship during the course of the study is helpful
to vitalize the knowledge and career perspective of an individual. Internship gave
me an exposure to the corporate infrastructure, mechanism and its pros and cons.
India is benefited mostly by the industrial sector presently which is booming day
by day to heights and successful in providing a major share to the country’s GDP.
Stepping into this environment of reality and need of the modern man was
amazing. This process demands the utmost attention, spirit and confidence to be in
the field and to work there as an individual and learn the methodology, process,
features of the world around as ‘Corporate’
My internship experience was wonderful wherein, I got a chance to work in the
most needed and demanding industry-electrodes industry. In todays present
industries electrodes are the major requirement of any manufacturing unit. This led
us to fetch a training program in Chennai’s one of the famous company Electrodes
company doing huge business into the industrial sector and increasing its brand
image both nationally and internationally. This company's inception is just 15years
old and within this span of time it has achieved the majority share of electrodes
market. Every second technician uses Rasi Electrodes product.
We had our placing in customer service department wherein we learned the
various aspects, the process, methods, procedure of company's customer service
methodologies.
Rasi Electrodes Ltd. is a tested company which deals with various varieties or
electrodes and the other manufacturing equipments. It works through one corporate
office and the manufacturing unit at Red hills.
We learnt about company's various products, their classification, characteristics
and usage in the industry. With the wide variety of electrodes the company
maintains its international trade very well.
Apart from customer service we also had an idea of marketing methodologies of
the company like sponsorships, catalogues; hoardings, leaflets etc are distributed
through dealers to attract customers.
The company's customer care department functions effectively with eligible
staffs to handle the queries of the customers regarding purchase, usage and other
attributes of the products.
As a part of survey we visited various customers of the company to collect their
views and opinions about the company and its products. We obtained a very good
response of the respondents and thereby it was a good exposure to us to understand
customer services and after sale service.
Rasi Electrodes Ltd has its own brand image which is very popular among its
customers. Company has maximum of nearly 200 to 300 customers out of which we
approached 100 respondents.
The methodology adopted by us was personal interview, telephonic interview and a
method of poll collecting the views of the respondents. The results and the poll was
done as a five point rating scales for various attributes of the company.
As apart of our survey we had hand on knowledge on the methods adopted by the
company to retain and satisfy its customers.
The company to boost up its sales and attract more customers also provides
various add on services and discounts for certain products.
Rasi Electrodes Ltd has also achieved a status of the most promising of the
electrodes company in Chennai and country with various series of other awards
progressing ahead with the aim to achieve an international brand image.
CONCLUSION:
Internship was really a good experience to me. As a part of my learning
I, understood the working of corporate environment and office atmosphere which
will be as an exposure for me and my future career. Rasi Electrodes Ltd was very
helpful in imparting me the knowledge and sharing the company's working. I also
thank my college for giving me the opportunity to know my future well. The
industrial infrastructure is complicated and it is a template to various difficulties and
procedures expect to future entrepreneurship.
BIBLIOGRAPHY
CHAPTER VI
.
BOOKS REFFERED:
Improving your measurement of customer satisfaction: a guide to creating, conducting, and analyzing and reporting customer satisfaction - Terry G. Vavra
The handbook of customer satisfaction and loyalty measurement -Nigel Hill, Jim Alexander
Customer satisfaction research management- Derek R. Allen, American Society for Quality