Customer Satisfaction and Service Analysis

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A

PROJECT REPORT

ON

A STUDY ON CUSTOMER SATISFACTION AND SERVICE

ANALYSIS

FOR

______________________________________________

BY

_____________________________________________

UNDER THE GUIDANCE OF

___________________________________

SUBMITTED TO

UNIVERSITY OF PUNE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD

OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (M.B.A.)

THROUGH

______________________ INSTITUTE OF MANAGEMENT

PUNE-!


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DECLARATION

I, the undersigned, hereby declare that the project entitled

__________________________________ written and submitted by me to

the university of Pune, in the partial fulfillment of requirement For the award

of degree of Master of usiness administration under the guidance of

_________________________ is my original wor! and conclusion there in

are based on the material collected by myself"

Place# Pune $ame#

%ate#


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CERTIFICATE

&his is to certify that the project 'eport entitled ___________________

which is being submitted herewith for the award of the degree of Master of

usiness (dministration of university of pune, is the result of the original

research wor! completed by __________________ under my supervision

and guidance and to the best of my !nowledge and belief the wor! embodied

in this project report has not formed earlier the basis for the award of any

degree or similar title of this or any other university or e)amining body"

Place $ame#

%ate


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AC"NOWLEDGEMENT

I would li!e to e)press my heartiest gratitude to _________________ *+'

)ecutive- .............., Pune for giving opportunity to associate myself

to the world/s largest producer of two 0heeler 1ompany and to carry out my

project title

______________________________________________________________

____________________"

I am sincerely than!ful to __________________(_________________)

and_________________ (_________________) under whose guidance I have

successfully completed this project and time spend with him is great learning

e)perience"

I would also give to special than!s to ______________________

(___________)for his valuable suggestion, guidance and advice in brining out

this project report and my sincere than!s to all the staff and member of $irmal

(gros, ..........."

I am grateful to ____________, %irector of ........... Institute of

management and for prof"_______________for their guidance in this study"

_____________________

MBA II

#$$%-&&


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INDE'

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L6> 9 F625>

Figure no"2


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1+(P&'> I

E'ECUTIVE SUMMARY

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E34567 S511+8-

1ustomer satisfaction is the !ey to success" ?etting your customers to tell you

what is good about your product or services and where you need improvement

helps you to ensure that your business measures up to their e)pectations" &he

attached file contains a customer satisfaction survey from designed to help you

gather this important information it was designed to ma!e it easy for customer

to fill out @ to ma!e it easy for you to quic!ly customi=e to e)actly match

your company/s activities" It also includes suggestions for distributing the

form, ensuring that customer will return the form and following up on

comments"

&his report is based on the topic Study and analysis of customer

satisfaction for Nirman Fertilizers pvt ltd

&he reason for a business firm to come into being is the e)istence of a

customer who has unfilled needs and wants" $irman fertili=er Pvt Atd has

advantage of having the widest product range in all mar!et segments in which

it operates, putting itself in a unique position of providing just product, but the

best solution to their customer thus fulfilling the unfilled needs" $irman

fertili=er Pvt" Atd" !eeps itself abreast of the new and emerging technologies

and adopting them to deliver high quality and high performance vehicles to

their end customers" 1ustomer satisfaction has been conceptuali=ed in several

ways"

1onsumer satisfaction is result of confirmation of e)pectation" $irman

fertili=er Pvt" Atd" has been focusing on the improvement @ )cellency in

:


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processes, which it uses to satisfy there to accomplish, this it has focused on

improving customer>orientation and value chain integration" &hus meeting of

customer e)pectation" Bo this Project aims e)actly on this aspect i"e" to !now

the customer satisfaction level through primary data, to study the process

followed for customer satisfaction improvement and to suggest some new

means of customer satisfaction improvement"

(s the customers are treated as !ing of today/s business world so

it/s mandatory to see that our customer !ings are satisfied or not" +ence the

study is carried on 1ustomer satisfaction" Bo whatever services are provided

to the customer, his satisfaction is a must, otherwise within no time the

1ompany will lose its customers" In the present scenario the industry has

given utmost importance of doing particular tas! at fastest time"

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1+(P&'>II

COMPANY PROFILE

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O5 V6>6/

inputs"

O5 M6>>6/

(t the heart of our thrust on sustainable development in Indian (griculture is

the simple thought of mission, ensuring a better quality of life for all, now and

for generations to come

Atimed e)pansions, these are just few of the words that

describe the journey of $irman Fertili=ers Pvt" Atd" since the very day of its

inception"

0e are into the business of manufacturing of micro nutrients and secondary

nutrients with other nutritional products for plants" 0e have started our

activity by manufacturing small range secondary nutrients > soil conditioner

for plants and then diversified into mineral additives, for the agricultural use"

&he products were immediately accepted by the farmers and slowly it became

the brand leader in the field of plant nutrition with a range of products" 0e

have e)panded our product line to include value added water soluble

comple)es of $itrogen *$-, Phosphorous *P- and Potassium *D-" (s a part of

our product portfolio we also have value added product line to cover bio

pesticides, bio>fertili=ers and farm sprayers"

$irman Fertili=ers has over the years, built its capabilities to finer mar!et

factors li!e price volatility, speed and strategy, based not just on an analysis of

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growth trends in the Indian economy but even deeper, on scale, resources,

technology capability, quality, and product diversification"

$irman Fertili=ers is clearly focused on actively shaping a promising future in

a swiftly and dynamically changing world" 0eEre building resilience to steer

ahead through a changing and challenging economy, focused on enriching,

nourishing and empowering lives

P054>

SECONDARY NUTRIENT

o B


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FUNGICIDE

o AC


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o ?C('%

MI1'< $C&'I$&B

o ?IF& *B 23 *1+A(&% GI$1-

o 1+IAAJ > 23 *1+A(&% F''


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1+(P&'>III

OBJECTIVE

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;.& O-

2" &he main purpose of the study is to !now weather the customers are

satisfied with the services provided by Nirman Fertilizers pvt ltd"

3" &o understand the behavior of the staff with customers"

4" &o !now weather service provided according to time and date or not"

5" &o suggest measures to improve customer satisfaction and improve

quality of service"

6" &o suggest new ideas, suggestion other than currently used in $irmal

(gro to improve customer satisfaction"

7" &o identify customer perceptions of !ey areas of wea!ness and !ey

area of strength"

8" &o measure the prioriti=e areas where improvement will most affect

customer satisfaction"

9" %etermine the level of customer satisfaction in the pesticide industry

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;.# N0 O9 * P=4 W-

2" %ata collection required lot of time so by doing 3 months Burvey

1ompany will !now areas in which they should develop" Bo it saves lot

of time of company researcher"

3" It gives accurate results to organi=ation which helps in ta!ing future

decision and helps in forecasting"

4" etter understanding of problem area> In the light of secondary data

researcher can improve the researcher problem and may even change

some of his earlier ideas"

;.; S62/6964+/4 9 * P=4 W-

2" 1ompany would get to !now the customer satisfaction level for the

current year" +elpful in forecasting" In addition, !nows areas of

improvement"

3" Dnows other new techniques of customer satisfaction improvement

and the ways to implement them will help company in achieving still

higher customer satisfaction" It is less e)pensive mode of collection

data for organi=ation point of view.

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;.A1 S+6>9+46/

1ustomer satisfaction is the !ey to success" ?etting your customers to tell

you what/s good good about your product or services and where you need

improvement helps you to ensure that your business measures up to their

e)pectations" &he attached file contains a customer satisfaction survey

from designed to help you gather this important information it was

designed to ma!e it easy for customer to fill out @ to ma!e it easy for you

to quic!ly customi=e to e)actly match your company/s activities" It also

includes suggestions for distributing the form, ensuring that customer will

return the form and following up on comments"

&he reason for a business firm to come into being is the e)istence of a

customer who has unfilled needs and wants" $irmal (gro has advantage of

having the widest product range in all mar!et segments in which it

operates, putting itself in a unique position of providing just product, but

the best economic solution to their customer thus fulfilling the unfilled

needs"

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RESEARCH METHODOLOGY

3;


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.& C/4, 9 R>+4*-

'esearch is an organi=ed inquiry designed and carried out to provide

information for solving significant problem" 'esearch process involves L

defining and redefining problems, hypothesis formulation, organi=ing and

evaluating of data, deriving an implication and conclusions, after careful

testing" 'esearch has its objective" It involves critical and e)haustive

investigation and e)perimentation by manipulating things, concepts or

symbols"

.&.& F+5> 9 G0 R>+4* D>62/

( good research design has the following important features#

( precise statement of the research problem"

%ata sources and data collection procedures"

(pproaches to data analysis"

'esource constraints# time, cost, manpower"

.&.#. T8,> 9 D++

P61+8 D++

S4/0+8 D++.

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P61+8 D++

%ata that is collected for specific purpose at hand is called primary data" &his

data is customi=ed according to the needs of the researcher and focuses

e)clusively on the current research problem" &he collection of primary data is

costly and time consuming"

Bome of the methods of primary data collection are as follows#


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&he questionnaire basically consisted of a set of questions that were presented

to the respondents for their answers" &his was by far the best method used for

the collection of primary data" In the preparation of the questionnaire, care was

ta!en to see that the wording of the questions were as simple as possible and

would not cause any strain to the respondents in understanding or interpreting

of the questions" (lso the flows of the questions have been !ept in a logical

order as far as possible"

&he questionnaire includes open end as well as closed end questions with

more emphasis on the closed ended questions" &he primary aim or objective of

including the open>ended questions was to obtain the perceptions of the people

regarding the service provided by $irmal (gro, their staff behavior and other"

&his type of information was of vital importance to organi=ation"

.#.&. S54> 9 D++

P61+8 0++is collected through survey of customer at solapur" &he survey

is done with the help of questionnaires in which the questions were open

ended and close ended" (lso by observation in automobile some data is

collected for the research"

S4/0+8 0++is through the website of the company and company records"

.#.# S+1,: S6

&he total sample si=e is 26; customers from solapur"

.#.; T:> 9 D++ C::46/

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&he methodology for data collection used was survey method and the tools

used for survey were questionnaire and personal interview" Information was

gathered by interview with the customer in solapur cities through the

questionnaires which are open ended where they can answer the questions in

their own words and close ended where options are given to them to answer

the questions"

.#. S+6>64+: T:> U>0 F D++ A/+:8>6>

Btatistical tools to be used are tables, Pie 1harts, percentage column used"

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D++ >54 P61+8 (96:0 S578)

'esearch area (!ola 1ity"

'esearch approach Burvey Method

'esearch instrument Huestionnaire

Bample Plan Personal Interview

Bample unit Farmers

Bample Bi=e 26; customers"

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D++ >54

D++ >

. S4, 9 * >508-

&he study covers the farmers using $irmal (gro products in (!ola city"

+elpful in forecasting"

+elpful in !nowing wea! spot of product"

etter understanding of problem area"

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DATA ANALYSIS

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FINDINGS

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SUGGESTIONS AND CONCLUSION

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LIMITATION OF THE STUDY

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BIBLIOGRAPHY

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QUESTIONNAIRE

4;

Documents

Customer Satisfaction and Service Analysis