A

PROJECT ON
.
IN PARTIAL FULFILLMENT FOR THE REQUIREMENT OF THE DEGREE OF .

Submitted To:
.. Lecturer

Submitted By:
Name.. Class Roll No...................

University Roll No.......

Session. Department of Management

ACKNOWLEDGEMENT

"Gratitude is not a thing of expression; it is more a matter of feeling."

There is always a sense of gratitude which one should express for others for their help and supervision in achieving the goals. I am deeply indebted to MR. for providing me constant encouragement and moral support to complete this task. He took much time out of his busy schedule to provide me with valuable practical suggestions at various stages of my work. In spite of his heavy academic and administrative commitments he ungrudgingly helped me at every stage in my work. 1 can never adequately thank him for the long and highly useful discussions. I had with him during the course of my research work and for his competently steering me in the course of the research work. I express my gratitude to Mr. under whose guidance and supervision I undertook this study. I too express my deep gratitude to each and every one who has been helpful to me in completing the Research work successfully. Although I have made an honest attempt try to give some suggestions but some loopholes may be there, which I suppose will be ignored.

CERTIFICATE

This to certify that Mr. .................................... has proceeded under by supervision his Research Project Report on Consumer Behaviour and Satisfaction in the specialization are ..........The work embodied in this report is original and is of the standard expected of an MBA student has not been submitted in part of full to this or any other university for award of any degree or diploma. He has completed all requirements of guidelines for Research Project Report and the work is fit for evaluation.

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A STUDY ON DEALERS SATISFACTION WITH REFERENCE TO TCTL PRIVATE LIMITED A Project Report participated in this study as respondents and expressed their perception and opinion without inhibitions. I am grateful to my project guide Mr.Andez George, Nehru School of Management for his keen interest, guidance and constructive suggestions which helped me to complete the project report successfully. I express my boundless thanks to my classmates, family members and all those who assisted me for the preparation of this report.

TABLE OF CONTENT Chapter Number Title List of Tables List of Charts Abstract I INTRODUCTION 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 II Introduction to the study Industry profile Company Profile Statement of the Problem Objective of the Study Scope of the Study Research Methodology Limitations of the Study 1 2 6 14 15 16 17 19 Page No.

REVIEW OF BACKGROUND

LITERATURE/THEORETICAL 20

III IV

DATA ANALYSIS AND INTERPRETATION FINDINGS AND SUGGESTIONS, CONCLUSION APPENDIX (QUESTIONNAIRE, BIBLIOGRAPHY Other materials),

24 41

LIST OF TABLES Table No. 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 Table showing Experience in dealership: Table showing Time period, being a TCTL dealer: Table showing Quality of TCTL product: Table showing Opinion of the dealer on the factor 24 25 26 27 Title Page No.

which enabled them to be the dealer of TCTL: Table showing Opinion about credit period given by 28 TCTL: Table showing about promotional activities: 29

Table showing Pricing compared with competitors: 30 Table showing Promotional activity preferred with 31 TCTL: Table showing Timely delivery of TCTL products: 32 Table showing Opinion the employees relation with 33 you: Table showing Factor that the dealers expect largely 34 from the company: Table showing Opinion about the proper accessibility 35 of TCTL product: Table showing The next largest supplying brand in 36 demand: Table showing Opinion about companies over all 37 service performance today compared to last year:

3.15 3.16

Table showing After sales service given by the 38 company Table showing dealers who recommend TCTL 40 products

LIST OF CHARTS Chart :No. Title Page No.

3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8

Chart showing Experience in dealership: Chart showing Time period, being a TCTL dealer: Chart showing Quality of TCTL product:

24 25 26

Chart showing Opinion of the dealer on the factor 27 which enabled them to be the dealer of TCTL: Chart showing Opinion about credit period given by 28 TCTL: Chart showing about promotional activities: 29 Chart showing Pricing compared with competitors: 30 Chart showing Promotional activity preferred with 31 TCTL:

3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16

Chart showing Timely delivery of TCTL products:

32

Chart showing Opinion the employees relation with 33 you: Chart showing Factor that the dealers expect largely 34 from the company: Chart showing Opinion about the proper accessibility 35 of TCTL product: Chart showing The next largest supplying brand in 36 demand: Chart showing Opinion about companies over all 37 service performance today compared to last year: Chart showing After sales service given by the 38 company Chart showing dealers who recommend TCTL 40 products

ABSTRACT This project work is A Study on Dealers Satisfaction With Reference To TCTL Private Limited The study was conducted with respect to dealers of the organization. The main objective of the study is to find the Dealers Satisfaction Level with TCTL private limited.

Customer satisfaction begins with a difficult faith. It starts with a commitment to deliver the result for each customer which is also a concern for the dealers. Thus it increases sales and profitability. The co-operation obtained from the management as well as dealers results in the development of the industry as a whole. The primary data relevant to the topic were collected through questionnaire method. The secondary data were also helpful for the preparation of the report. A sample of 40 dealers has been interviewed through the questionnaire. The data collected has been analyzed by using simple percentage method and weighted average method and have been interpreted by using pie charts and bar charts. Major findings revealed that most of the dealers are fairly satisfied with the good quality product and product availability of market. But they are not much satisfied with credit period and promotional activities given by the company.

CHAPTER-1 INTRODUCTION OF THE STUDY 1.1 Introduction Dealers generally experience satisfaction when the performance level meets or exceeds the minimum performance expectation levels and dissatisfied when

performance fall short of expectation. The source that build customer expectation include experience with product, friends, family members, neighbors associates, consumer reports and marketing communication This study on dealers satisfaction conducted with reference to TCTL private limited helps to find out the satisfaction level of dealers towards company services. It suggests management the ways to motivate dealers and in turn increase company sales as well as market demand.

1.2 INDUSTRY PROFILE Textile Industry Overview Textile Industry is one of the largest and oldest industries in India. It has a significant role in India as it fulfils the essential and basic need of people. Textile Industry in India stands at unique place and has maintained a sustainable growth over the years. This is a self-reliant and independent industry and has great diversification and versatility. Textile Industry in India provides great contribution for the development of economy. It is the second largest textile industry in the world after China. It provides ample employment opportunities to people belonging to all classes. After agriculture this industry provides employment to maximum number of people in India employing 35 million people. Textile Industry represents the rich culture, tradition, heritage & economic well-being of country with diversified range and versatility. At the same time industry is competitive enough to fulfill different demand patterns of domestic and global markets. Indian Textile Industry plays vital role in country's economic development and contributes 14% to industrial production in the country. Textile Industry contributes around 4% of GDP, 9% of excise collections, 18% of employment in industrial sector, and 16% share in countrys export. Indian Textile Industry is valued at US $36 bn. The development of Indian Textile Industry started in 1985. This was the year, for the first time Textile sector was considered as an important industry and a separate policy was formulated for sectors development. In the year 2000, National Textile Policy was announced. With further development Textile Industry came out of Quota Regime of Import Restrictions under the Multi Fiber Arrangement (MFA). This development came on 1st January 2005 under the World Trade Organization (WTO) Agreement on Textiles and Clothing. Because of the elimination of quota restrictions, most of the developing countries now can develop the potential market at both domestic and international level. These countries can develop the industry expertise and can have competitive advantage through implementing new technology, more skilled labor will improved distribution channel, cost effective operation and production with greater value addition in each step of value chain. Moreover it will help for Foreign Direct

Investment in industry that will create great opportunity to strengthen the sector. Some of the strengths of Indian Textile Industry are large and potential domestic and international market, large pool of skilled and cheap labor, well-established industry, promising export potential etc.

History Of Textile No one knows when exactly the spinning and weaving of textile began. It has been said that people knew how to weave even 27000 years ago. This was even before humans were able to domesticate animals. The oldest actual fragment of cloth found was in southern Turkey. People used fibers found in nature and hand processes to make fibers into cloth. Even though high technology was not available, skilled weavers created a wide variety of fabrics. Dyeing of fabrics was done to satisfy the universal human need for beauty. Within time, more complex social and political organization of people evolved. With the growth of cities and nations, improvements in technology came into place and there was a substantial development in the international trade, both of which involved textiles. Chinese textile was considered to be the most significant in international trade. Historians have claimed that silk from China has reached ancient Greece and Rome along a trade route called the Silk Road in the latter part of the second century B.C. and Egypt in 1000 B.C. The Romans also imported cotton from nearby Egypt and from India. Archeologists have found facilities for dyeing and finishing cotton fabrics in settlements throughout the Roman world. During the middle ages, the production and trading of the plant called woad, an important source of dye, was a highly developed industry. During the fifteenth century, Trade Fairs in southern France provided a place for the active exchange of wools from England and silks from the Middle East. The economic activities surrounding these events gave rise to the first international banking arrangements. Even the discovery of America was a result of the desire of Europeans to find a faster route not only to the spices but also to the textiles of the Orient. Textile trade quickly took root in America, as colonists sold native dyes such as indigo and cochineal to Europe and bought cottons from India.

Although advances were being made in the technology of textile production, the manufacture of cloth in Western Europe in 1700 was still essentially a hand process. Yarns were spun on a spinning wheel and fabrics were woven by hand-operated looms. A major reorganization of manufacturing of a variety of goods occurred during the latter half of the 1700s in Western Europe. These changes, known as the Industrial Revolution, altered not only technology, but also social, economic, and cultural life. The production of textiles was the first area to undergo industrialization during the seventeenth and eighteenth centuries as the result of an economic crisis. Good quality textile products, produced inexpensively in India and the Far East, were gradually replacing European goods in the international market. In Britain, it became imperative that some means be found to increase domestic production, to lower costs, and to improve the quality of textiles. The solution was found in the substitution of machine or nonhuman power for hand processes and human power. Many important inventions, most importantly spinning machines, automatic looms, and the cotton gin, improved the output and quality of fabrics. These inventions provided the technological base for the industrialization of the textile industry. Each invention improved one step of the process. For example, an improvement that increased the speed of spinning meant that looms were needed that consumed yarn more rapidly. More rapid yarn production required greater quantities of fiber. The growth of the textile industry was further hastened by the use of machines that were driven first by waterpower, then by steam, and finally by electricity. The textile industry was fully mechanized by the early part of the nineteenth century. The next major developments in the field were to take place in the chemists laboratory. Experimentation with the synthesis of dyestuffs in the laboratory rather than from natural plant materials led to the development and use of synthetic dyes in the latter half of the nineteenth century. Other experiments proved that certain natural materials could be dissolved in chemical solvents and re-formed into fibrous form. By 1910, the first plant for manufacturing rayon had been established in the United States. The manufacture of rayon marked the beginning of the manufactured textile fibers industry. Since that time, enormous advances have been made in the technology for

every field in the textile industry. Today, the textile industry utilizes a complex technology based on scientific processes and vast economic organizations. With the application of advanced technology to the textile field, textile use has expanded from the traditional areas of clothing and home furnishings into the fields of construction, medicine, aerospace, sporting goods, and industry. These applications have been made possible by the ability of textile scientists to utilize textile fibers, yarns, and fabrics for specific uses. At the same time that textile technology is making strides in new directions, the fabrics that consumers buy for clothing and household use also benefit from the development of new fibers, new methods of yarn and fabric construction, and new finishes for existing fibers and fabrics. Today, a huge international industrial complex encompasses the production of fiber, spinning of yarns, fabrication of cloth, dyeing, finishing, printing, and manufacture of goods for purchase. Consumers purchase many different products made of textiles. The story of the journey that these products make as they progress from fiber to yarn to fabric to finished product is not just the story of spinning yarns, weaving or knitting fabric, or constructing the end product. It is also the story of a complex network of interrelated industries. History Of Indian Textile Industry The history of textiles in India dates back to nearly five thousand years to the days of the Harappan civilization. Evidences that India has been trading silk in return for spices from the 2nd century have been found. This shows that textiles are an industry which has existed for centuries in our country. Recently there has been a sizeable increase in the demand for Indian textiles in the market. India is fast emerging as a competitor to China in textile exports. The Government of India has also realized this fact and lowered the customs duty and reduced the restrictions on the imported textile machinery. The intention of the governments move is to enable the Indian producers to compete in the world market with high quality products. The results of the governments move can be visible as Indian companies like Arvind Mills, Mafatlal, Grasim; Reliance Industries have become prominent players in the world. The Indian textile industry is the second largest in the world-second only to China. The other competing countries are Korea and Taiwan. Indian Textile constitutes 35% of the total exports of our country.

The history of apparel and textiles in India dates back to the use of mordant dyes and printing blocks around 3000 BC. The foundations of the India's textile trade with other countries started as early as the second century BC. A hoard of block printed and resist-dyed fabrics, primarily of Gujarati origin, discovered in the tombs of Fostat, Egypt, are the proof of large scale Indian export of cotton textiles to the Egypt in medieval periods. During the 13th century, Indian silk was used as barter for spices from the western countries. Towards the end of the 17th century, the British East India Company had begun exports of Indian silks and several other cotton fabrics to other economies. These included the famous fine Muslin cloth of Bengal, Orissa and Bihar. Painted and printed cottons or chintz was widely practiced between India, Java, China and the Philippines, long before the arrival of the Europeans. India Textile Industry is one of the largest textile industries in the world. Today, Indian economy is largely dependent on textile manufacturing and exports. India earns around 27% of the foreign exchange from exports of textiles. Further, India Textile Industry contributes about 14% of the total industrial production of India. Furthermore, its contribution to the gross domestic product of India is around 3% and the numbers are steadily increasing. India Textile Industry involves around 35 million workers directly and it accounts for 21% of the total employment generated in the economy. Indian Textile Industry Market India Textile Industry is one of the leading textile industries in the world. Though was predominantly unorganized industry even a few years back, but the scenario started changing after the economic liberalization of Indian economy in 1991. The opening up of economy gave the much-needed thrust to the Indian textile industry, which has now successfully become one of the largest in the world. India textile industry largely depends upon the textile manufacturing and export. It also plays a major role in the economy of the country. India earns about 27% of its total foreign exchange through textile exports. Further, the textile industry of India also contributes nearly 14% of the total industrial production of the country. It also contributes around 3% to the GDP of the country. India textile industry is also the

largest in the country in terms of employment generation. It not only generates jobs in its own industry, but also opens up scopes for the other ancillary sectors. India textile industry currently generates employment to more than 35 million people. It is also estimated that, the industry will generate 15 million new jobs by the year 2015 India is a traditional textile -producing country with textiles in general, and cotton in particular, being major industries for the country. India is among the worlds top producers of yarns and fabrics, and the export quality of its products is ever increasing. Textile Industry is one of the largest and oldest industries in India. Textile Industry in India is a self-reliant and independent industry and has great diversification and versatility. The textile industry can be broadly classified into two categories, the organized mill sector and the unorganized decentralized sector. The organized sector of the textile industry represents the mills. It could be a spinning mill or a composite mill. Composite mill is one where the spinning, weaving and processing facilities are carried out under one roof. The decentralized sector is engaged mainly in the weaving activity, which makes it heavily dependent on the organized sector for their yarn requirements. This decentralized sector is comprised of the three major segments viz., power loom, handloom and hosiery. In addition to the above, there are readymade garments, khadi as well as carpet manufacturing units in the decentralized sector. The Indian Textile Industry has an overwhelming presence in the economic life of the country. It is the second largest textile industry in the world after China. Apart from providing one of the basic necessities of life i.e. cloth, the textile industry contributes about 14% to the country's industrial output and about 17% to export earnings. After agriculture this industry provides employment to maximum number of people in India employing 35 million people. Besides, another 50 million people are engaged in allied activities. India is the largest producer of Jute, the 2nd largest producer of Silk, the 3rd largest producer of Cotton and Cellulosic Fibers/Yarn and 5th largest producer of Synthetic Fibers/Yarn. The main objective of the textile policy 2011 is to provide cloth of acceptable quality at reasonable prices for the vast majority of the population of the country, to increasingly contribute to the provision of sustainable employment and the economic growth of the nation; and to compete with confidence for an increasing share of the

global market. India's textile industry is considered a pioneer in the industry, as the industrialization of India in other areas is managed by funds generated by the textile machinery industry. However, since the beginning of liberalization in 1992 to 1970, the industry tends to protect domestic producers of cotton with a clear objective continuous erosion of its prosperity. Prospect Considering the continual capital investments in the textile industry, the Govt. of India may extend the Technology Upgradation Fund Scheme (TUFS) by the end of the 11th Five Year Plan (till 2011-2012), in order to support the industry. Indian textile industry is massively investing to meet the targeted output of $85bn by the end of 2010, aiming exports of $50bn. There is huge development foreseen in Indian textile exports from the $17bn attained in 2005-06 to $50bn by 2009-10. The estimation for the exports in the current financial year is about $19bn. There is substantial potential in Indian exports of technical textiles and home textiles, as most European companies want to set up facilities near-by the emerging markets, such as China and India. The global demand for apparel and woven textiles is likely to grow by 25 percent by year 2010 to over 35mn tons, and Asia will be responsible for 85 percent output of this growth. The woven products output will also rise in Central and Southern American countries, however, at a reasonable speed. On the other hand, in major developed countries, the output of woven products will remain stable. Weaving process is conducted to make fabrics for a broad range of clothing assortment, including shirts, jeans, sportswear, skirts, dresses, protective clothing etc., and also used in non-apparel uses like technical, automotive, medical etc. It is been forecasted that the woven textile and apparel markets will sustain their growth from current till 2010. The imports of apparel and textiles will rise from developed economies like the USA and the western countries of Europe and Japan, along with some newly emerged economies, such as South Korea and Taiwan. Certainly, import growth has been witnessed vertical rise in the previous year. Apparel is the most preferred and important of all the other applications. Woven fabrics are widely used in apparel assortments, including innerwear, outerwear,

nightwear and underwear, as well as in specialized apparels like protective clothing and sportswear. Home textile also contributes considerably in woven fabric in products assortments like curtains, furnishing fabrics, carpets, table cloths etc. Special kind of woven fabrics are utilized in medical as well as industrial applications. The medical applications include adhesives, dressing bandages, plasters etc. The Indian Industry foresees huge demand for industrial woven products for medical and automotive applications. Demand for woven fabrics is anticipated to be rise vertically in the sector of home textiles. Non woven sector has great future in terms of global demand, thus major facilities of cotton yarn are currently concentrating just on home textiles. It is mandatory, that the peak management of the cotton yarn manufacturers analyze the future prospect and growing graph of demand for non woven products. Anticipating massive growth in medical and automobile sectors, these sectors assures substantial demand for non woven facilities in India. Albeit, home textiles also will lure higher demand, there are specific demands for home textile facilities also. The 7th Five Year Plan has huge consideration on agricultural growth that also includes cotton textile industry, resulting a prosperous future forecast for the textile industry in India. Indian cotton yarn manufacturers should rush forward for joint ventures and integrated plans for establishing processing and weaving facilities in home textiles and technical textiles in order to meet export target of $50bn, and a total textile production of $85bn by 2009-2010. Expectations are high, prospects are bright, but capitalising on the new emerging opportunities will be a challenge for textile companies. Some prerequisites to be included in the globally competing textile industry are: Imbibing global best practices Adopting rapidly changing technologies and efficient processes Innovation Networking and better supply chain management

Ability to link up to global value chains.

The Indian textiles industry has established its supremacy in cotton based products, especially in the readymade garments and home furnishings segment. These two segments will be the key drivers of growth for Indian textiles. Readymade garment exports were worth US$ 8 bn in FY06 and will cross US$ 16 bn by the end of 2010, assuming a conservative growth of 15% per annum. According to estimates, investments in textiles are expected to touch US$ 31 bn by 2010. The readymade garment segment will be the principal driver of growth even in the domestic industry. The changing preferences of Indian consumers -- from buying cloth to readymade garments -- have prompted several companies to move up the value chain into the finished products segment. Strategic Initiatives Business integration -- especially forward integration -- by the larger textile companies has been prominent among Indian companies. Several companies that are engaged in fabric manufacturing are now keen to enter the readymade garments space. A recent entrant is Siyaram, which launched its readymade garments range in Nov 06, following suit with other majors like Century Textiles and Raymond. Most of the large textile companies have opted for an inorganic growth strategy to scale up operations. Acquisition is the most logical step towards integrating operations and building the value chain. Domestic acquisitions are on the rise, while acquiring foreign assets is yet to gain traction. Some recent domestic acquisitions that have been executed in 2006 include KSL & Industries acquisition of Deccan Cooperative, and Ambattur Clothing taking over Celebrity Fashions. Another growing phenomenon observed among Indian textile companies is the setting up of manufacturing facilities in strategic regions outside India, where they can avail of duty concessions and reduce export lead-time. Zodiac and Ambattur Clothing have set up facilities in the Gulf region to cut down on export delivery schedules to the European and US markets. Raymond has set up a unit in Bangladesh to avail of the zero duty access to the EU. This trend is seen primarily among the large domestic players, who are trying to achieve sizable scales in order to win orders from the large retailers in the US and EU.

Global retailers prefer large-sized companies that can scale up capacities consistently, keep up with delivery schedules and meet their growing demand. They have clear preferences for companies with integrated design, process and manufacturing facilities. An interesting commonality in countries with successful garment exports is that they have a much lower level of sub-contracting than India. A study during the 1990s found that apparel firms Future Outlook XXXIII in India subcontracted 74% of their output, as compared to only 11% in Hong Kong, 18% in China, 20% in Thailand, 28% in South Korea and 36% in Taiwan. Consequently, these countries have a wider base of exports and have done very well in the market for large volumes of uniform products. Foreign Acquisitions by Indian Textile Companies Period Acquirer Acquired Company License May 01 Arvind Mills (USA) Jun 01 Sep 01 Sep 03 Dec 04 May 05 Jun 05 Dec 05 May 06 May 06 Ambattur Clothing Raymonds Jindal Polyester JCT Ltd Reliance Group Zodiac Clothing GHCL Malwa Industries Malwa Industries Colour Plus (UK) Regency Texteis Portuguesa Of Healthtex

Kidswear Brand Of Vf Corpn

Limitada (Portugal) Rexor Group (France) CNLT Malaysia (Synegal) ICI Pakistan Ltd (Pakistan) Shirting Company Located In Alqoze Industrial Area (Dubai) Dan River (USA) Emmetre Industrial (Italy) Third Dimension Apparels Tintolavanderie

(Italy) Jul 06 Jul 06 Jul 06 Welspun India Spentex Industries GHCL CHT Holding (UK) Tashkent-Toyetpa Tekstil Ltd (Uzbek) Rosebys (UK)

The exports market will remain favourable for India till 2008, when quota restrictions on China end. Post 2008, competition will become tougher. This will be the phase in which Indian textile companies will come under tremendous pricing pressures and tighter product delivery schedules. Nevertheless, the value-added segments of readymade garments, home furnishings and made-ups will continue to grow. Implications for SMEs The new business dynamics have varying undertones across the value chain. The segment that is likely to be hit is weaving. The SMEs in the Powerloom and handloom sector will face significant churn in the future. Spinning mills that account for 95% of the yarn and fibre production, will move up the value chain into weaving. This will erode the viability of the hitherto protected Powerloom and handloom operators numbering over 400,000, who have remained insulated from competitive forces so far. A possible remedy could be for these weavers to align with bigger players or integrate operations that would ensure off-take of their products. The fragmented industry structure has in the past been beneficial in generating employment, but will be difficult to sustain in a globally competitive environment. For fabric manufacturers in the unorganised segment, this will mean inefficient units losing out eventually, while the more efficient and dynamic ones aligning with manufacturers or buyers. For readymade garment SMEs, rising demand and preference for ready-to-wear outfits in the domestic market will sustain a large number of units in this sector. This will be the most thriving segment in the industry and SMEs will play a key role. Indias key assets include a large and low-cost labour force, sizable supply of fabric, sufficiency in raw material and spinning capacities. On the basis of these strengths,

India will become a major outsourcing hub for foreign manufacturers and retailers, with composite mills and large integrated firms being their preferred partners. It will thus be essential for SMEs to align with these firms, which can ensure a market for their products and new orders. Weaknesses of the Indian textile industry include fragmentation of the industry, lengthy delivery times, delays in customs clearance and high transportation and input costs. To tackle these factors, the Government will have to play a key role. Infrastructure development, reforms in labour laws and significant policy support will be essential. Textile Sectors in India: The Man-Made Fiber / Yarn and Powerloom Sector: This part of industry includes fiber and filament yarn manufacturing units. The Power looms sector is decentralized and plays a vital role in Indian Textiles Industry. It produces large variety of cloths to fulfill different needs of the market. It is the largest manufacturer of fabric and produces a wide variety of cloth. The sector contributes around 62% of the total cloth production in the country and provides ample employment opportunities to 4.86 million people. The Cotton Sector: Cotton is one of the major sources of employment and contributes in export in promising manner. This sector provides huge employment opportunities to around 50 million people related activities like Cultivation, Trade, and Processing. Indias Cotton sector is second largest producer of cotton products in the world. The Handloom Sector: The handloom sector plays a very important role in the countrys economy. It is the second largest sector in terms of employment, next only to agriculture. This sector accounts for about 13% of the total cloth produced in the country (excluding wool, silk and Khadi). The Woolen Sector: The Woolen Textile sector is an Organized and Decentralized Sector. The major part of the industry is rural based. India is the 7th largest producer of wool, and has 1.8% share in total world production. The share of apparel grade is 5%, carpet grade is 85%, and coarse grade is 10% of the total production of raw wool.

The Industry is highly dependent on import of raw wool material, due to inadequate production. The Jute Sector: Jute Sector plays very important role in Indian Textile Industry. Jute is called Golden fiber and after cotton it is the cheapest fiber available. Indian Jute Industry is the largest producer of raw jute and jute products in the world. India is the second largest exporter of jute goods in world. The Sericulture and Silk Sector: The Silk industry has a unique position in India, and plays important role in Textile Industry and Export. India is the 2nd largest producer of silk in world and contributes 18% of the total world raw silk production. In India Silk is available with varieties such as, Mulberry, Eri, Tasar, and Muga. Sericulture plays vital role in cottage industry in the country. It is the most laborintensive sector that combines both Agriculture and Industry. The Handicraft Sector: The Indian handicrafts industry is highly labor intensive, cottage based and decentralized industry. It plays a significant & important role in the countrys economy. It provides employment to a vast segment of craft persons in rural & semi urban areas and generates substantial foreign exchange for the country, while preserving its cultural heritage. Structure of Indias Cotton Textile Industry Unlike other major textile-producing countries, Indias textile industry is comprised mostly of small-scale, non-integrated spinning, weaving, finishing, and apparelmaking enterprises. This unique industry structure is primarily a legacy of government policies that have promoted labor intensive, small-scale operations and discriminated against larger scale firms: Cotton farming and harvesting: Cotton is grown in tropical as well as sub tropical area in India. Mostly the cotton grown in India is from dry lands and crops mostly depend on the irrigation systems available and not only on the rain water. Ginning: Ginning is the process where cotton fiber is separated from the cotton seed. The first step in the ginning process is when the cotton is vacuumed into tubes that carry it to a dryer to reduce moisture and improve

the fiber quality. Then it runs through cleaning equipment to remove leaf trash, sticks and other foreign matter. Ginning is accomplished by one of two methods. Cotton varieties with shorter staple or fiber length are ginned with saw gins. This process involves the use of circular saws that grip the fibers and pull them through narrow slots. The seeds are too large to pass through these openings, resulting in the fibers being pulled away from the seed. Long fiber cottons must be ginned in a roller gin because saw gins can damage their delicate fibers. Oil mill: in the operation the oil is extracted from the cotton seeds that are coming from the ginning process. The cotton seeds coming from the ginning unit are then passed through the pressing unit and crude cotton oil is produced. The pressed cotton seed oil cake is supplied as the cattle feed. The crude is further modified as the bio-diesel which could be used as the one of the energy source. The refined cotton oil is also used as the edible oil but it is proved to be unfit for the human health. Spinning: Spinning is the process of converting cotton or manmade fiber into yarn to be used for weaving and knitting. Largely due to deregulation beginning in the mid-1980s, spinning is the most consolidated and technically efficient sector in Indias textile industry. Average plant size remains small, however, and technology outdated, relative to other major producers. In 2002/03, Indias spinning sector consisted of about 1,146 small-scale independent firms and 1,599 larger scale independent units. Weaving and Knitting: Weaving and knitting converts cotton, manmade, or blended yarn into woven or knitted fabrics. Indias weaving and knitting sector remains highly fragmented, small scale, and labor-intensive. This sector consists of about 3.9 million handlooms, 380,000 Powerloom enterprises that operate about 1.7 million looms, and just 137,000 looms in the various composite mills. Power looms are small firms, with an average loom capacity of four to five owned by independent entrepreneurs or weavers. Modern shuttle less looms account for less than 1 percent of loom capacity. Fabric Finishing: Fabric finishing (also referred to as processing), which includes dyeing, printing, and other cloth preparation prior to the manufacture of clothing, is also dominated by a large number of independent, small scale

enterprises. Overall, about 2,300 processors are operating in India, including about 2,100 independent units and 200 units that are integrated with spinning, weaving, or knitting units. Clothing: Apparel is produced by about 77,000 small-scale units classified as domestic manufacturers, manufacturer exporters, and fabricators (subcontractors). Composite Mills: Relatively large-scale mills that integrate spinning, weaving and, sometimes, fabric finishing are common in other major textile-producing countries. In India, however, these types of mills now account for about only 3 percent of output in the textile sector. About 276 composite mills are now operating in India, most owned by the public sector and many deemed financially sick.

India textile industry is one of the leading in the world. Currently it is estimated to be around US$ 52 billion and is also projected to be around US$ 115 billion by the year 2012. The current domestic market of textile in India is expected to be increased to US$ 60 billion by 2012 from the current US$ 34.6 billion. The textile export of the country was around US$ 19.14 billion in 2006-07, which saw a stiff rise to reach US$ 22.13 in 2007-08. The share of exports is also expected to increase from 4% to 7% within 2012. Following are area, production and productivity of cotton in India during the last six decades: Area hectares in lakh Production in lakh bales of 170 Yield kgs 30.62 56.41 47.63 78.60 117.00 hectare 92 124 106 170 267 kgs per

Year

1950-51 56.48 1960-61 76.78 1970-71 76.05 1980-81 78.24 1990-91 74.39

2000-01 85.76 2001-02 87.30 2002-03 76.67 2003-04 76.30 2004-05 87.86 2005-06 86.77 2006-07 91.44 2007-08 94.39 2008-09 93.73

140.00 158.00 136.00 179.00 243.00 244.00 280.00 315.00 290.00

278 308 302 399 470 478 521 567 526

Though during the year 2008-09, the industry had to face adverse agro-climatic conditions, it succeeded in producing 290 lakhs bales of cotton comparing to 315 lakhs bales last year, yet managed to retain its position as world's second highest cotton producer. Economic issues Prices of Cotton The Minimum Support Prices of Kapas (Seed cotton) for fair average quality announced for the cotton season 2005- 2006 (Oct Sept), was fixed at last years level (2004-05) i.e. Rs.1760/- per quintal for medium staple variety (F-414/J-34/H777). The support price for H-4 (Long staple variety) has been fixed at Rs.1980/ - per quintal, an increase of Rs.20/- per quintal over support price of 2004-05. The MSP fixed for F-414/H-777/J-34 variety of kapas will be applicable only to Rajasthan. The price of this variety, grown in Haryana and Punjab has been fixed keeping in view the respective quality differential, vis--vis Rajasthan, obtaining in these States. The Cotton Corporation of India Ltd. (CCI) undertook massive MSP operations throughout 2004-05 in all the cotton growing states, and procured kapas equivalent to lint cotton of 27.52 lakhs bales. In 2004-05, due to favourable seasonal conditions,

there was a sharp rise in productivity, which peaked to a record 463 Kg. Lint/hectare, as compared to 399 kg. / lint per hectare during 2003-04, the cultivated area increased to 89.20 lakhs hectares in 2004-05, as compared to 76.30 lakhs hectares in 2003-04, and the production touched 243 lakh bales in 2004-05, as compared to 179.00 lakh bales in 2003-04. Present Scenario Textile Industry is offering one of the most basic requirements of community and it possess importance; preserve continued growth for developing quality of life. From the manufacturing of raw materials to the delivery of end products, it has gain its kind of position, as a self-dependent sector and with considerable value-addition at every stage of dealing; it is a key input to the countrys economy. Today the textiles and clothing industry engages an important position in Indias economy. Being the major foreign exchange earner having about 35% in its torso, contributing to about 30 % of Indias exports and 14% of industrial productions, expecting above 6% GDP in 2005, and it considered as the second largest vital sector of employment initiator after agriculture sector. Under the World Trade Organization (WTO) Agreement on Textiles and Clothing, the textile quota scheme of quantitative import limitations under the multi-fiber arrangement (MFA) came to an end on 1st January, 2005, hence developing countries like India will flourish in the new competitive atmosphere and as a result, the Indian textile industry will have a stronger place in both their export and domestic markets. All along with its usual yarn and fabrics, at present India is exporting more than 100 garment product range. Many worlds leading brands like Tommy Hilfiger, Gap, Liz Claibome, Polo etc are sourcing products from India. With huge investments, persistence innovations, latest product mix and planned marketing, today, India has come out as a flourishing outsourcing centre for textiles and apparel industry to meet the global requirement of the manufacturing fibers and yarns products. In a view of the rising rapport with major global brands, dismantling of quota system from 2005 era would hit upon India as a main global outsourcing hub. Competitive advantage & possible growth in Synthetic Textiles Sector Indias synthetic textile sector is relatively modern and has a high growth potential which will

help India to coming out as a major outsourcing hub. With a compounded annual growth rate of more than 22% the exports of MMF textiles have stretched out to a level of US $1.62 billion in 2002-03 starting from small exports in 1954. The export growth in 2002-03 matches up to the preceding year was in the harmony of 30 percent, and the MMF textile sector is the only sector where the performance has exceeds by the target fixed for this year by US $ 115 million. Indian synthetic textiles are more and more accomplishing new markets along with keeping the market share in the existing markets. At present Indian synthetic textile exports are targeting more than 175 countries worldwide, where Middle East accounted for over 32 percent of our exports and the share of the extremely quality conscious in European Union, approximately 23 percent. Over the years, the Indian MMF textile sector has built-up an export base; and the share of MMF textile exports in the total Indian textile export has also been raised, the share moved up from 10.38% in 2000-01 to 11.46% in 2001-02 and more to about 14% in 2002-03. At present Indian exports of synthetic textiles to USA are rising at more than 90% yearly. It has also been observed that export growth will be striking for major MMF textile items after dismantling of quota system from 2005. Furthermore, Indonesia, Koreas export of synthetic textiles are turning down compared to previous year. Manufacturing capacity of Korea has declined by more than 30% in the polyester filament sector in 2002 and in 2003 and it is expected to turn down further more, which will end with a turn down in their exports of polyester filament fabrics. Due to anti-dumping duty on the polyester filament fabrics obtained from Taiwan and Korea, countries like Brazil, gaining of more opportunity for India will exists as a larger synthetic fabrics exporter. In the world, synthetic textile trades share of India is also seeing increasing. The export share of Indian synthetic textiles in worldwide increased from 0.11% in 1971 to 1.12% in 1991 and more to about 3% in 2002. This suggests the rising performance of Indian synthetic textile items in the worldwide market. Still there is an opportunity to explore new market segments like Latin America and Africa all along with maintaining the share in the established markets like European

Union and USA. At this stage an annual growth expected to 15% for synthetic textiles and exports are expected to touch US$ 2.5 billion in 2005-05 and US$ 4.3 billion in 2009-10.

1.3 COMPANY PROFILE

The Company - TC TERRYTEX LTD is the nouveau venture of Satia Group. Satia Group is one of the oldest and most respected groups of North India with interests in Paper, Yarn and now Terry Towels. Satia Group commands a turnover of USD 150 Million. Infrastructure - TC TERRYTEX LTD (TCTL) is a vertically integrated company and

has ultra modern manufacturing facilities across Textile Value Chain from Spinning, Weaving & Dyeing to Finished products. TCTL has the most sophisticated manufacturing set-up in South Asia. The factory is spread across 150,000 Sq Meters and is equipped with worlds latest Airjet TSudocama, SMIT Rapier looms, Jacquards from Bonas and running at 550 RPM with vario-pick facility. SPINNING CAPACITY 85000 Spindles 25550 MT per annum WEAVING CAPACITY 32 Dobby looms + 16 Jacquard looms 5000 MT per annum DYEING CAPACITY 5500 MT per annum STITCHING CAPACITY 5500 MT per annum AUTOMATED COLOR KITCHEN - Data Color, USA

Expansion Plans TCTL is in a continuous expansion mode and TCTLs production capacity is further set to increase to 10000 MT by July 2009. The current plant has been made in a manner so that further expansion can be done in the existing Civil set up. Product range TCTLs product range includes Bath ensembles, Embroidered towels, Beach towels, Kitchen towels, Christmas Towels, Embellished Towels, Specialty Towels, Bath Mats, Bath Robes & Bath Wraps. Our design range encompasses a wide range in both Yarn dyed & Piece dyed qualities across Dobbies and Jacquards. Designing- Our designers in UK, USA and Australia provide us with a continuous support & feedback on latest innovations and developments in designs and colors to give us an edge in our enterprise and to provide our customers with new and radically forward products and designs. INFRASTRUCTURE We are committed to satisfy our customers by providing such Quality Product / Service, which gives highest value for money which differentiate us from our competitors and take our products to new horizons of a fast changing world to

fashion. Furthermore we are differentiated from other Towel Mills in terms of :Faster response time : Due to multi dyeing vessels & extra preparatory capacity. Reliability : 100% backup of all equipments. Flexibility : No width limitation due to flexible harness and variopicks on looms. Lower minimums : Multiple vessels 25 Kgs to 1000 Kgs. Quality : State of Art Mill, with the best possible manpower. Every member of our team has been trained to achieve the highest quality standards at every step in the process keeping in mind the importance of time. Continuity / Consistency : Totally automated & Microprocessor controlled digital plant & laboratory negligible human element. Responsibility (Towards the environment, workers and the customers) : Reverse Osmosis treatment and a zero discharge plant with a water treatment capacity of 2 million liters of water everyday with an additional water recycling capacity of 90%. Innovation : Due to a complete vertical set up and Philosophy of the company. To keep ourselves at the forefront of the industry we strive to remain on the cutting edge of technology and also the maintain, develop and hire the best people, enabling us to building long-term mutually beneficial relationship with you.

PRODUCT PROFILE

Our portfolio of Terry Towels collection has something to suit the tastes of all kinds of connoisseurs in all age groups and in all walks of life. The collection of Terry Towels in fresh and lively colors assures to add character to bathroom of young people; the bold and bright color look makes a contemporary style

of their bathroom. Jackquard Design Towels with photographic images and funky collection complete the range for young ones. We have a specialized range of Terry Towels for the health care and hospitality industry. ZERO TWIST

BEACH TOWELS KITCHEN TOWEL

EGYPTIAN TOWEL

BAMBOO TOWEL

COMBED -PLY TOWEL

FRINGES TOWELS FINE ZERO TWIST TOWELS TEXTURED TOWELS JACQUARD TOWELS

CABANA STRIPE TOWELS JACQUARD TERRY TOWELS JACQUARD VELOUR TOWELS PIECE DYED JACQUARD VELOUR TOWELS These products have been designed keeping in the mind the specific requirements of these industries and some of the characteristics that these products have is as follows:

True to you Nature. Relax Look. Super Soft Feel. What affects the environment today affects our future tomorrow. The towel of our elegance. The bathroom of your aspiration. The Best of the city now in your Bathroom. What nature affects. Ability To Repeated Washings Without Pile Pulling Quick Drying Minimum Linting & Piling (Infection Prevention) Dimensional Stability

CERTIFICATIONS

Quality assurance OUR AIM ZERO DEFECT\ QUALITY POLICY The company aims to supply quality Terry Towels to meet customer needs by ensuring that quality is built into its product.

We have been using a comprehensive management system to test each and every lot with the latest Testing Equipments.

We control the quality right from the initial stage of spinning of yarn, therefore out of our stock of cotton which is always 5-6 months (old?), we have fixed a mix which ensures that the mixing is not only homogenous but also of consistently, long-lasting high quality.

Our mixing incorporates 20-25 lots in order to maintain our desired parameters. We check the UQL, Short Fibre %, Neps, Seed coat Neps, trash, & Mic in cotton, of 10% of the bales of each lot. The mixing plan is then made in such a way as to ensure minimal change to the properties of the parameters. We add the new lots in such a way that the changeover of the parameters is minimal so that the our products have the same handfeel troughtout the shipments and shade variation problem is negligible.

Process Control : We have best machines for yarn dyeing from Fongs and for fabric dyeing from Brazzolli. Further our lab for testing and process control is completely equipped with a Spectrophoto Meter and an automatic Color Dispensing and Dyeing unit from DATA COLOUR from the U.S.A., and a Light Box from Macbeth (Switzerland) and other testing equipments for testing of the chemical and physical properties of the product.

The following activities are carried out to ensure quality assurance in our product; Raw material, in-process material & Final yarn Inspection

Recording of all data in computer for storage and retrieval of process parameters, raw material parameters & yarn parameters Statistical analysis of all process control studies done in each department for comparison of day to day results and trials. Quality tracking using control charts and other analysis graphs. Periodical Quality Reports

1.4 STATEMENT OF THE PROBLEM

In a society where there is steep erosion of values and at a time when relationship are getting strain day by day. TCTL private limited is a well-established organization. The TCTL parent company is well known and established organization but due to the failure of TCTL Electronics Company is facing a decline in the market sales. So the company is trying to study the best opportunities that can be utilized for taking back the lost demand of TCTL products. Thus the company wanted to know how well the dealers are satisfied with the company services and how well they contribute increasing sales as well as increasing to market demand.

1.5 OBJECTIVE OF THE STUDY Primary objectives To evaluate and improve the Satisfaction Level of dealers of TCTL private limited Secondary objectives To find the factors influencing the dealers to deal with company To find out opinion of dealers regarding the quality, distribution and services of the company To give suggestions to management that will help in future planning and improve. To know what dealers expect from their supplying company.

1.6 SCOPE OF THE STUDY The study of dealers satisfaction will help the company to understand and take necessary actions to improve the satisfaction level of dealers to get maximum sales. Dealer is one of those catalyst factors that boost the growth of the company. So it is very important to satisfy the dealers so as to attain maximum sales. Eventually it becomes vital to know those critical factors that determine dealers satisfaction.

1.7 RESEARCH METHODOLOGY Research design Descriptive research was used as research design as it studies the existing state of affairs. Sampling design Population-: for the study the universe is 162. Sample size-: 40 dealers Data source Primary data: The primary data was collected using structured questionnaire from dealers. Secondary data: The secondary data was collected from Magazines, Journals, Company profile, industry profile, and official web sites. Tools for data collections Questionnaire and interviewing session Stastical tool for data analysis Simple percentage method Weighted average method Tools for analyzed data presentation Pie chart, bar chart and tables

1.8 LIMITAIONS OF THE STUDY Limited period is an important draw back of the study.

The perception of the dealer may not be always accurate.it is having a wide area of marketing.

Dealers are scattered all over the district.

Most of the data is collected through questionnaires and interviews. So there is a chance of personal bias.

CHAPTER-II REVIEW OF LITERATURE Marketing is essentially about marshaling the resources of an organization so that they meet the changing needs of customers on whom the organization depends. As a verb, marketing is all about how an organization addresses its markets. According to William. J. Stantion Marketing is a total system of interesting business activities defined to Plan, piece, promote and distribution want satisfying products & services to present and potential consumers A social and managerial process, by which individuals and groups obtain what they need and want, through creating and exchanging product and value with others. Customer satisfaction begins with a difficult faith; it starts with a commitment to deliver the result for each customer which is also a concern of the dealers. Hence for a manufacturing company, in order to satisfy its customers, it is highly important to satisfy its dealers, as they are the direct customers to them. Establishing satisfaction as the ultimate goal is like the other ultimate goals of business pursuit of higher profits or shareholders wealth. Perfect dealer service or satisfaction is one that meets the combined need satisfaction is a systemized service that involves the entire organization. But many organizations have yet to develop this kind of awareness of dealer satisfaction strategy In most business, the individual dealer is the pivot in the marketing effort, He is the real interface between the firm and its customers. It is the dealers interaction with consumer that given rise to a sale. So the quality of this interaction is a key determinant of marketing success. It will determine the extent to which the effort and expenditure incurred by the firm on promotion is translated to sales. Experience shows that even after generating good consumer preference of its brands through effective advertising and promotion, a firm may fail to generate sales if its dealers are weak and competitors dealers are strong. Dealership is the set of activities that market products or services 'to final consumer for their own personal or household use. It does this by organizing their availability on a relatively large scale and supplying them to consumers on a relatively small scale. Some of the major activities of dealer are:

Dealers sell to final (non-business) consumer They buy in large quantities and sell in small quantities to consumer, who buys for their own personal or household use. Dealers often buy products from a wide variety of distant, even global resources. Dealer can sell services. Dealer sells to many different consumers.

Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance (outcome) in relation to his or her expectations. As this definition makes clear, satisfaction is a function of a perceived performance & expectation. If the performance falls short of expectation the dealer is dissatisfied and if the performance exceeds expectation the dealer is highly satisfied or delighted. Dealer satisfaction: Dealer generally experienced satisfaction when the performance level meets or exceeds the minimum performance expectation levels and dissatisfied when performance fall short of expectation. The sources that build customer expectation include experience with products, friends, family members, neighbors, associates, consumer reports and marketing communication. Dealers satisfaction is business term which is used to capture the idea of measuring how satisfied as enterprises dealers are with the organization effort in the market place. Every organization has customers of some kind the organization provides products good and/or bad through the mechanism of a market place. The product the organization provides are subject to competition whether by similar products or by substitution products. The reason and organization is interested in the satisfaction of its retailers is because they make the customers to purchase the organizations products. The state of satisfaction depends on a number of both psychology and physical variables. Satisfaction is basically a psychological state; it is a difficult thing to measure quantitatively. Satisfaction should add value to both your dealer and company.

Dealer satisfaction = Actual performance Dealer expectation In most cases the individual dealer is a force recommend within the given local. He knows the consumers need, he is also in position to provide the required service. Naturally he is in a position to influence the decision of customers. He builds goodwill and also wins new customers for the firm. In fact with his cooperation a firm can get a continuous stream of new customers at lesser unit cost. Marketing Marketing is all around us. In one form or another it is close to every individual. It affects almost every aspect of our daily life the activity of marketing is of the people, for the people and by the people. Marketing plays an important role in society by helping us satisfy our needs and wants and by helping organizations determine what to do.

The Marketing Concept A dealer or retailer is any business enterprise whose sales volume primarily from retailing. Dealing includes all activities involved in selling goods or services directly to final customers for personal and industrial use. Dealing consists of the sale of good or merchandise, from fixed location such as a department store or kiosk, in small or individual lots for direct consumption by the purchaser. In commerce, a dealer buys goods or products in large quantity from manufactures or importers, either directly or through a wholesaler, and then sells smaller quantities to the end user. Dealers are at the end of the supply chain. Manufacturing marketers see the process of dealing as a necessary part of their overall distribution strategy.

Dealers Marketing Decision Dealers are always searching for new marketing strategies to attract and hold customers. In the past, dealers attracted customers with unique products, more or better services than their competitors offered, or credit cards, today national-branch manufacturers, in their drive for volume, have placed their branded goods everywhere. National brands are formed not only in department stores but also in mass merchandise discount stores, off price discount store and on the web. As a result the dealer assortments are looking more and more alike. Service differentiation among dealers has also eroded. Many departments stores have trimmed their services, whereas discounters have increased theirs. Customers have become smarter and more price sensitive. They see no reason to pay more for identical brands especially when service differences are shrinking. For all these reason many dealer today are rethinking their marketing strategies.

CHAPTER-III DATA ANALYSIS AND INTERPRETATION 3.1 Table showing experience in dealership: Attribute 1-4 4-7 7-10 Above 10 Total Analysis 85%of the respondents have an experience above 10 years in dealership. While 15% of the respondents have an experience of 7-10 years 3.1 Chart showing experience in dealership: No: of respondents 0 0 6 34 40 Cumulative respondents 0 0 6 40 Percentage 0 0 15 85 100

Interpretations Among 40 respondents, 34 dealers have an experience of 10 years and 6 of them have an experience of 7 to10 years. From this analysis we interpret that most of the dealers are above 10 years of experience 3.2 Table showing time period, being a TCTL dealer:

Experience 1-4 4-7 7-10 Above 10 Total Analysis

No: of respondents 0 0 11 29 40

Cumulative respondents 0 0 11 40 -

Percentage 0 0 27.5 72.5 100

72.5%of the respondents have been TCTL dealers for more than 10 years and the remaining 27.5% have been their dealers for a time period ranging from 7 to10 years 3.2 Chart showing table sowing Time period, being a TCTL dealer:

Interpretations Among 40 respondents, 29 dealers have been TCTL dealers for more than 10 years and 11 of them have been dealers of this company for a time period ranging from 7to 10 years. From this analysis we interpret that most of the TCTL dealers are above 10 years of experience

3.3 Table showing Quality of TCTL product:

Opinion Very good Good Satisfactory Poor Total

No: of respondents 14 20 6 0 40

Cumulative respondents 14 34 40 40 -

Percentage 35 50 15 0 100

Analysis It is clear that about 50% of the respondents opined that the quality of the product good. 35% states that the product quality was very good. Rest 15% stated that the quality was satisfactory. 3.3 Chart showing Quality of TCTL product:

Interpretations Out of 40 dealers, 14 perceived that it is excellent products and 20 believe it as good products. But one important thing is that nobody rated TCTL products as a poor. Thus majority of the dealers opined that the product quality of TCTL is good

3.4 Table showing opinion of the dealer on the factor which enabled them to be the dealer of TCTL:

Attributes Availability Quality Company policy Margin Total Analysis:

No: of respondents 7 26 4 3 40

Cumulative respondents 7 33 37 40 -

Percentage 17.5 65 10 7.5 100

From the table it is clear that 65% of the total population have taken the dealership because of the quality of the products.17.5% have taken because of easy availability of the products.10 % stated that company policy as the reason. Only 7.5% stated that they have taken dealership because of the margin of the products. 3.4 Chart showing opinion of the dealer on the factor which enabled them to be the dealer of TCTL:

Interpretation Majority opined that they took the dealership because of quality of the product. Then availability of the product was the second major factor and then follows company policies. Margin was the minor factor for taking the dealership. 3.5 Table showing opinion about credit period given by TCTL: Opinion No: of respondents Cumulative respondents Percentage

Very good Good Satisfactory Poor Total Analysis:

0 3 16 21 40

0 3 19 40 -

0 7.5 40 52.5 100

The about table depicts that 52.5%of the respondents felt that the credit period given by the company is poor. 40%of them felt it as a satisfactory. Only 7.5 % of the respondents felt it as good. 3.5 Chart showing opinion about credit period given by TCTL:

Interpretations Most of the dealers are dissatisfied with the credit facility provided by the company.

3.6 Table showing opinion about promotional activities: Opinion No: of respondents Cumulative respondents Very good 0 0 0 Percentage

Good Satisfactory Poor Total Analysis

0 17 23 40

0 17 40 -

0 42.5 57.5 100

The above table shows that 57.5 % of the respondents felt that the promotional activities provided by the organization are poor, while 42.5% of them it as satisfactory. 3.6Chart showing opinion about promotional activities

Interpretations Most of the dealers are dissatisfied with promotional activities provided by the company. But none of them felt the promotional activities were good

3.7 Table sowing pricing compared with competitors: Opinion No: of respondents Cumulative respondents Very high High Average 0 6 27 0 6 33 0 15 67.5 Percentage

Low Total Analysis

7 40

40 -

17.5 100

Almost 67.5% of the respondents felt that price of products were average.17.5% are of the opinion price was low and rest 15% stated that price was high. 3.7 Chart showing pricing compared with competitors:

Interpretations Almost all the dealers said that the price of the product is average. Some felt that the price is low. Some said that the price is comparatively high.

3.8 Table showing promotional activity preferred with TCTL: Attributes No: of respondents Cumulative respondents Discount Gift Prize Others 14 7 13 6 14 21 34 40 35 17.5 32.5 15 Percentage

Total Analysis

40

100

From the table it is clear that 35% of the dealers prefer discount, 32.5% prefer prize, 17.5% prefer gift and 15% prefer other promotional activities. 3.8 Chart showing promotional activity preferred with TCTL

Interpretation Majority of the dealers prefer discount then prize then gift and least number of dealers prefer other promotional activities such as tour packages etc.

3.9 Table showing timely delivery of TCTL products: Opinion No: of respondents Cumulative respondents Yes No Total Analysis 32 8 40 32 40 80 20 100 Percentage

It is visible from the above table that 80% of the dealers felt that the company delivers its products at the right time and rest of the 20% felt otherwise. 3.9 Table showing timely delivery of TCTL products:

Interpretations The company provides all its products & services to its dealers at the right time. Only a few dealers were not satisfied with the delivery system.

3.10 Table showing opinion the employees relation with you: Opinion No: of respondents Cumulative respondents Highly satisfied Average Satisfied Dissatisfied Total Analysis 9 18 13 0 40 9 27 40 40 22.5 45 32.5 0 100 Percentage

Form the above table it is clear that 45% of the dealers are satisfied with the way the employees deal with the dealers. And 32.5% of them think that it is average and only 22.5% think that the dealing of the employees are highly satisfactory. 3.10 Chart showing opinion the employees relation with you:

Interpretation Most of the dealers are satisfied with the way the TCTL employees behave with the dealers. 3.11Table showing factor that the dealers expect largely from the company: Attributes Promotional scheme Sales follow up Service Credit facility Total Analysis No: of respondents 14 2 3 21 40 Cumulative respondents 14 16 19 40 Percentage 35 5 7.5 52.5 100

From the above table it is clear that 52.5% of the dealers want credit facility to be given by the company and 35% of the dealers need promotional scheme and 7.5 % dealers need service by the company and only 5% of dealers need sales follow up from the company.

3.11 chart showing factor that the dealers expect largely from the company:

Interpretations The factors that the dealers require more is the credit facility to be given by the company and promotional activities along with it so that the dealers can increase the sales TCTL products.

3.12 Table showing opinion about the proper accessibility of TCTL product: Opinion Yes No Total Analysis No: of respondents 35 5 40 Cumulative respondents 35 40 Percentage 87.5 12.5 100

From the above table it is clear that 87.5% of the dealers say that they have good accessibility to TCTL products and 12.5 % believe that they have less accessibility to TCTL products 3.13 chart showing opinion about the proper accessibility of TCTL product

Interpretation The dealers believe that they have good accessibility to the TCTL products as the company is situated in the Palakkad district and is near to many dealers.

3.13 Table showing the next largest supplying brand in demand: Brands BEETEL NATIONAL PANASONIC TATA ORPAT GEEPAS Total Analysis Respondents 15 9 4 11 1 40 Cumulative respondents 15 24 28 39 40 Percentage 37.5 22.5 10 27.5 2.5 100

From the above table it is clear that 37.5% of the respondents felt that BEETEL is the next largest supplier in demand and 27.5% said that ORPAT is the next largest

supplier in demand and just below to it comes the NATIONAL PANASONIC. TATA and GEEPAS are also competable with the demand compared to all other products. 3.13Chart showing the next largest supplying brand in demand

Interpretation The dealers of the TCTL sensed that there is high competition prevailing in market and TCTL has to give its full effort to meet the high demand prevailing in the market. 3.14 Table showing opinion about companies over all service performance today compared to last year: Attributes Generally improved Improved Same as last year Declined Greatly declined Total Analysis Respondents 1 5 24 7 3 40 Cumulative respondents 1 6 30 37 40 Percentage 2.5 12.5 60 17.5 7.5 100

From the above table it is clear that 60% of the dealers are considering the service performance of the company as the same as previous year and 17.5% consider that it has declined and 12.5% believe that it has improved. 7.5% of the dealers think that the service performance of the company has greatly declined, and only 2.5% think that service has improved greatly.

3.14 chart showing opinion about companies over all service performance today compared to last year:

Interpretation Most of the dealers felt that the service performance of the company that is given to the dealers is the same as of previous year and there is no much changes in the service provided by the company.

3.15 Table showing after sales service given by the company. Opinion No: of respondents Cumulative respondents Highly satisfied Moderate Satisfied Dissatisfied Total Variables Highly satisfied Moderate Satisfied Dissatisfied 10 19 8 3 40 10 29 37 40 Mark 4 3 2 1 25 47.5 20 7.5 100 Percentage

Analysis From the above table it is clear that the after sales service of the company is moderate and the dealers are highly satisfied with the after sales service of the company.

3.15 Chart showing after sales service given by the company

3 2.5 2 1.5 1 0.5 0 After sales serv ice giv en by BPL

likert points

Interpretation From this Likert scale it shows that after sales service given by the TCTL above average felt by its dealers

3.16 table showing dealers who recommend TCTL products

opinion

No: of respondents

Cumulative respondents

Percentage

Yes No Total

31 9 40

31 40 -

77.5 22.5 100

Analysis From the above table it is clear that 77.5.% of the dealers recommend company products because of quality & after sales given by the company. 3.16 Chart showing dealers who recommend TCTL products

Interpretation Majority of dealers suggest the TCTL products to their products.

CHAPTER V

FINDINGS, SUGGESTIONS AND CONCLUSION FINDINGS For majority of dealers the factor that induces to take dealership is due to the high quality and availability of the products. When compared to competitors, price of the TCTL products are less. Majority of the respondents opinion credit facility and promotional activities as factor from TCTL. 72.5% of the dealershave been associated with TCTL for more than 10 years. Majority of the dealers felt that the product quality is good. 65% of the respondents have taken up TCTL dealership because of its quality. Most of the respondents opinion that they are not satisfied with the credit period by TCTL. Maximum of the dealers are dissatisfied with promotional activities provided by the company The company provides all its products & services to its dealers at the right time. Dealers require more is the credit facility to be given by the company. The dealers rely on that they have good accessibility to the TCTL products. After sales service given by the company is moderate. Most of the dealers are satisfied with the way the employees deal with the dealers.

According to the dealers the major strength of the company is its brand image and quality, and the weakness is not providing sufficient credit period.

The dealers of the TCTL sensed that there is high competition prevailing in market.

After sales service given by the company is moderate. 60% of the dealers said that the service performance given by the company to the dealers compared to last year has same.

SUGGESTIONS Based on the detailed study conducted, some suggestions were given to the company to maintain dealer satisfaction as well as increase market demand. The management can provide enough credit facility to dealers which in turn, will increase the bulk purchase of dealers. The company should introduce more promotional activities like advertisement, POP (point of purchase) that will help to increase the demand of the products. Dealers should consider the demand of people time to time so that they come to know what people want in a particular period of time. The dealers can be provided with good profit margin for the sale of the product by the company which will motivate them to sell TCTL products more than compared to others. Company can give offers such as discounts, commission, incentives, allowance and special advertisement and dealers contest which in turn will increase the sales volume which in turn will increase the sales volume. Company must give its full effort to meet the high demand prevailing in the market. Company can conduct short term dealer training to impart the dealers knowledge about customers, about products, about competition, and about sales technique. Company can also offer tour packages to motivate dealers to increase their morale. For the complete satisfaction of dealers and customers, the company should be very prompt in sales follow up, feedback, and after sales service.

CONCLUSION The study was conducted in Kerala. The project was conducted to study about the Dealers Satisfaction with reference to TCTL Private Limited Palakkad. The sample consisted of 40 dealers in Kerala as several districts. From the study it can be concluded that, most of the dealers are satisfied with the quality of TCTL products. TCTL Private Limited is a leading electronics and Telecommunications Group in India. The company established its image as a reliable and strong brand in the consumer durables market, a reputation that it still enjoys. Many Multinational Companies have also entered the Indian telecom industry. So the company is facing high competition. The company expects hardworking employees and the whole hearted support from the government. Whatever it is the Dealers Satisfaction of the company is satisfactory, they opined that further improvements can be made in case of market demand and service to dealers.

APPENDIX Questionnaire A study on dealers satisfaction with reference to TCTL pvt ltd Delhi Name -:

Address :

Experience in dealership? 1- 4 years 4-7 years

7- 10 years

above 10 years

How long you are dealing with TCTL product? 1- 4 years 4-7 years

7- 10 years

above 10 years

What do you feel about quality of TCTL product? Very good Good

Satisfactory

Poor

Which factor enables you to be the dealer of TCTL product? Promotional scheme Quality

Company policy

Margin

 What do you feel about credit period given by TCTL? Very good Good

Satisfactory

Poor

What do you think about promotion activities given by TCTL? Very good Good

Satisfactory

Poor

What do you feel about the price of TCTL product? Very high High

Average

Low

What type of promotional activity do you prefer with TCTL product?

Discount Gift

Prize

Others

Whether the expected quantity of TCTL product is supplied to you in time?

Yes Are you dealing with other companies?

No

Yes If yes, specify

No

 Do you have proper accessibility of TCTL product? Yes If yes, specify What do you feel about the employees dealing with you in TCTL? Highly satisfied Satisfied No

Average Which factor that you expect from TCTL Promotional scheme

Dissatisfied

Sales follow up

Service

Credit facility

Do you recommend your customers about your TCTL product?

Yes No

If yes, specify

Do you have any suggestions to improve the quality of TCTL product? Yes No

If yes, specify

 What do you feel about after sales service given by TCTL? Highly satisfied Satisfied

Moderate

Dissatisfied

BIBLIOGRAPHY

Books: 1. Kotler and Amstrong (2002), Principles of Marketing Prentice Hall of India Private Ltd. 2. 3. C.R Kothari(2004), Research Methodology, New Age International Pvt.Ltd. Leon .G. Schifman ,Leslie Lazar Kanuk (2002) Consumer Behavior ,9th Edition, Pearson Educational Publishers.

Websites: http://www.indiamart.com/TCTLtelecom-pvtltd/aboutus.html http://en.wikipedia.org/wiki/TCTL_Group http://btlsnet.com/company/company.htm