A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES (PIPES) MOHOL, SOLAPUR

SYNOPSIS
A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES
(PIPES) MOHOL, SOLAPUR
Introduction:
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer expectation. In general satisfaction are a persons feelings of
pleasure or disappointment resulting from comparing a products perceived
performance relation to his/her expectations. If the performance falls short of
expectation, the customer is dissatisfied. If the performance matches the expectation
customer is satisfied. If the performance exceeds the expectation the customer is
highly satisfied.
Customer satisfaction cannot be very difficult. After all you either satisfied with the
services you receive or you are not. If you dont you are not. If it is that easy, then
obtaining peoples opinion about how satisfied they are with relatively straight
forward matter! or is it" Customer satisfaction is a mar#eting tool and a definite value
added benefit. It is often perceived by customers as important as the primary product
or service your organi$ation offers.
It loo#s at what is involved from % different angles, the first is from the view of an
organi$ation wishing to understand, and measures, how satisfied its customer are with
the products and services they receive from it. &he second is from the perspective of a
research agency that has been as#ed to obtain feedbac# from customers and about
their experiences when dealing with companies. 'inally it considers the issue from the
perspective of consumers who participate in surveys, including both business
customers and members of general public
M!"nin# o$ Cu%to&!r S"ti%$"ction
Customer satisfaction is a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a #ey
performance indicator within business and part of the four prospective of balanced
score card.
Y"%'("ntr"o C'"("n M"'"r"%'tr" O)!n Uni(!r%it*, N"%'i+
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A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES (PIPES) MOHOL, SOLAPUR
In a competitive mar#et place were businesses compete for customers, customer
satisfaction is seen as a #ey differentiator and increasingly has become a #ey element
of business strategy customer satisfaction drives successful private sector business.
*igh performing businesses have developed principles and strategies for achieving
customer satisfaction. &his paper presents a framewor# or set of ideas for using
customer satisfaction principles and strategies to improve the +uality responsiveness,
and possibility of public sector privately provided services in vulnerable communities.
&he framewor# suggested that resident who live in tough neighborhoods can be
supported through customer satisfaction strategies to become empowered individuals
who informed perspectives influence decisions about what, how, when, and where
services are available to them.
Customer satisfaction is the customers response to the evaluation of the perceived
discrepancy between prior expectation and the actual performance of the product as
perceived after its consumption.
O,-!cti(!% o$ R!%!"rc':
). &o study the levels of Customer ,atisfaction in -othari (ipes, .ohol.
/. &o study the different criterias for customer satisfaction in the all pipe
industries
%. &o study the effort ta#en by management for the purpose of the maintaining
the +uality in product.
0. &o study the long run plans and strategy of the organi$ation for maintain the
customer satisfaction.
1. &o study the significance of customer satisfaction in -othari (ipes Industry.
Si#ni$ic"nc! o$ t'! Stud*:
&he study will help to understand the various aspects related with -othari pipes which
ma#e customer either satisfied or dissatisfied with (roduct or ,ervices provided by
-othari pipes, and will also helpful to find the problems and possible solution related
to the particular problem, which defiantly ma#e the -othari (ipes to increase the level
of customer satisfaction.
Y"%'("ntr"o C'"("n M"'"r"%'tr" O)!n Uni(!r%it*, N"%'i+
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A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES (PIPES) MOHOL, SOLAPUR
Sco)! o$ t'! Stud*:
&he scope of the study is limited with only products and services offered by -othari
(ipes in .ohal &alu#a 2,olapur3 and Customer who are related with this product and
services. Also to find new opportunities for pipes industries in this area, also it is to
find what exactly the re+uirement from the farmers, customers, dealers in this region.
Li&it"tion o$ t'! Stud*:
). &he study is limited to areas of .ohal &alu#a2,olapur3 only.
/. &he sample si$e of only )44 is going to be ta#en from the large population for
the purpose of study, so there can be difference between results of sample
from total population.
%. (eople may reluctant to go in to details because of their busy schedules.
0. .erely as#ing +uestions and recording answers may not always elicit the
actual information sought.
1. &here will be several time constraints.
R!%!"rc' M!t'odo.o#*
N"tur!
&he methodology adopted to achieve the pro5ect ob5ective involved descriptive
research method. &he information re+uired for fulfilling the ob5ective of study was
collected from various primary and secondary sources.
T*)! O$ R!%!"rc'
&his study will be 67(89:A&9:; in nature. It will help in brea#ing vague problem
into smaller and precise problem and emphasi$es on discovering of new ideas and
insights.
R!%!"rc' D!%i#n
:esearch design constitutes the blue print for the collection, measurement and
analysis of data. &he present study will see# to identify the extent of customer
satisfaction of -othari (ipes. &he research design is descriptive in nature. &he
research has been conducted on customers from .ohal &alu#a2,olapur <istrict3. 'or
the selection of the sample, random sampling method is going to be adopted.
Y"%'("ntr"o C'"("n M"'"r"%'tr" O)!n Uni(!r%it*, N"%'i+
(age no ! %
A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES (PIPES) MOHOL, SOLAPUR
R!%!"rc' In%tru&!nt
&he instrument used for gathering data will be +uestionnaire. &o get further insight in
to the research problem, interview regarding their product feature and problem has
been ta#en. &his will be done to crosschec# the authenticity of the data provided. &o
supplement the primary data and to facilitate the process of drawing inference,
secondary data will be collected from published sources li#e maga$ines, 5ournals,
newspapers etc.
D"t" Co..!ction
-eeping in view the nature of re+uirements of the study to collect all the relevant
information regarding level of satisfaction of customers of -othari (ipes, direct
personal interview method with structured +uestionnaire will be adopted for the
collection of primary data. ,econdary data will be collected through the various
internet sites by surfing on Internet and from the records available with organi$ation.
Sourc!% o$ D"t"
'ollowing are the methods of sources of data=
S!cond"r* D"t"
). Articles on customer satisfaction ta#en from 5ournals, maga$ines published
from time to time.
/. &hrough internet.
Pri&"r* D"t"
>uestionnaire will be used to collect primary data from respondents. &he
+uestionnaire will structure type and contained +uestions relating to different
dimensions of customer. &he +uestions included in the +uestionnaire were open!
ended, dichotomous and offering multiple choices.
S"&).! D!%i#n "nd Si/!
In this research pro5ect <escriptive research design will be used. :andom sampling
method will be used to get the information about customer satisfaction. 'or
conducting this research, a structured +uestionnaire is prepared and sample of )44
customers is ta#en.
S"&).in# Si/!
It indicates the numbers of people to be surveyed. &hough large samples give more
reliable results than small samples but due to constraint of time and money, the
Y"%'("ntr"o C'"("n M"'"r"%'tr" O)!n Uni(!r%it*, N"%'i+
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A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES (PIPES) MOHOL, SOLAPUR
sample si$e is restricted to )44 respondents. &he respondents belong to different
income group and profession.
S"&).in# Ar!"
It defines the target population that will be sampled i.e. it answers who is to be
surveyed. In this study, the sampling unit is the people who are regular Customer of
-othari pipes that come under .ohal &alu#a2,olapur <istrict3
T!c'ni0u!% o$ An".*%i%
&he data so collected will be analy$ed through the application of statistical
techni+ues, such as bar graphs and pie charts.
H*)ot'!%i%
&he following hypothesis has ta#en from my own study that done at .?A level as my
,ummer (ro5ect
Pric!
Ho: (rice of product does not influence the use of -othari pipes.
H1: (rice of product does influence the use of -othari pipes.
2u".it*
Ho: >uality of the product does not influence the use of -othari pipes.
H1: >uality of the product does influence the use of -othari pipes.
S!r(ic!%
Ho: ?efore and after sales services do not influence the use of -othari pipes.
H1: ?efore and after sales services do influence the use of -othari pipes.
Cu%to&!r
Ho: Customer of -othari (ipes doesnt satisfied by product and services.
H1: Customer of -othari (ipes does satisfied by product and services.
Y"%'("ntr"o C'"("n M"'"r"%'tr" O)!n Uni(!r%it*, N"%'i+
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A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES (PIPES) MOHOL, SOLAPUR
C'")t!r Sc'!&"= !
&he following will be chapter schema of :esearch report.
Chapter )=
Introduction to ,tudy
(resent &rend
,tatement of (roblem
9b5ective and Importance of the ,tudy
,cope and 8imitation of the study
.ethodology
*ypothesis
Chapter /= :eview of 8iterature and :esearch
Chapter %= (rofile of the selected organi$ations.
Chapter 0= &heoretical ?ac#ground.
Chapter 1= <ata Analysis
Chapter @= ,ummary, 'indings and ,uggestions to improve the
situation and Conclusion. ?ibliography
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A STUDY OF CUSTOMER SATISFACTION IN KOTHARI INDUSTRIES (PIPES) MOHOL, SOLAPUR
3I3LIO4RAPHY
5ourn".%:
). Aitman, 8awrence B.C Carl <. .c<aniel 2/4413. The Future of Business: The
Essentials. .ason, 9hio= ,outh!Western. I,?D 4%/0%/4/E4.
/. ?luestein, AbramC .ichael .oriartyC :onald B ,anderson 2/44%3. The
Customer Satisfaction Audit. Axminster= Cambridge ,trategy (ublications.
I,?D FGE)F4/0%%FE).
%. ?erry, 8eonard 8.C A. (arasuraman 2)FF)3. Marketing Services: Competing
Through Quality. Dew ;or#= 'ree (ress. I,?D FGE44/F4%4GF4.
0. -essler, ,heila 2/44%3. Customer satisfaction tool#it for I,9 F44)=/444.
.ilwau#ee, Wis.= A,> >uality (ress. I,?D 4EG%EF11F/.
1. Bohn, Boby 2/44%3. Fundamentals of CustomerFocused Management:
Competing Through Service. Westport, Conn.= (raeger. I,?D FGE)1@G/41@04.
@. Aitman, 8awrence B.C Carl <. .c<aniel 2/4413. The Future of Business: The
Essentials. .ason, 9hio= ,outh!Western. I,?D 4%/0%/4/E4.
3oo+%:
). .ar#eting .anagement ?y (hilip -otler , (rentice!*all 9f India (vt 8td
<elhi )FF/
/. .anagement Ideas ?y (romod ?alra H <eepa# .ehanddru &hin#ing,A!A/
Di$$amuddian West,<elhi!)FF1
%. :esearch .ethodology ?y C.:.-othari
6!,:
). www.customermath.com/ Inited ,tates
/. managementhelp.org/customers/service.htm
%. www.symphonytech.com/articles/satisfaction.htm
0. www.customersatisfaction.com
Y"%'("ntr"o C'"("n M"'"r"%'tr" O)!n Uni(!r%it*, N"%'i+
(age no ! G