A STUDY ON

CUSTOMER SATISFACTION
At
ANANTHA PVC PIPES PRIVATE LIMITED
ANANTAPUR

Submitted
In the partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

In
DEPARTMENT OF MANAGEMENT STUDIES
Submitted By
A. NALLAIAH
[Reg. No.090A1E0045]
Under the Supervision and Guidance of

Dr. B. C. LAKSHMANNA, MBA, Ph.D

DEPARTMENT OF MANAGEMENT STUDIES

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY
ANANTAPUR,
ANANTAPUR 515002
INDIA
July 2011

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY

ANANTAPUR 515002

DEPARTMENT OF MANAGEMENT

B O N AF I D E C E R T I F I C AT E

This is to certify that the project report, entitled A STUDY ON CUSTOMER

SATISFATION, submitted to the JAWAHARLAL NEHRU TECHNOLOGICAL
UNIVERSITY, ANANTAPUR in Partial fulfillment of the requirements for the award
of the Degree of MASTER OF BUSINESS ADMINISTRATION is a record of
original research work done by A. NALLAIAH, during the period of 22nd Nov,
2010 to 30th Dec, 2010 of his study in the MASTER OF BUSINESS
ADMINISTRATION

at

JAWAHARLAL

NEHRU

TECHNOLOGICAL

UNIVERSITY, ANANTAPUR, under the supervision and guidance of Dr. B. C.

LAKSHMANNA, MBA, Ph.D. and the training report have not formed the basis for
the award of any Degree / Diploma / Associate ship / Fellowship or other similar title
to any candidate of any University.

Faculty Guide

Officer-In charge of MBA

Viva voce examination held on: ______________________

Internal Examiner
Date:
Place: ANANTAPUR.

External Examiner

D E C LAR AT I O N

I, A. NALLAIAH, hereby declare that the project report, entitled A STUDY

ON CUSTOMER SATISFACTION, submitted to the JAWAHARLAL NEHRU
TECHNOLOGICAL UNIVERSITY, ANANTAPUR, in Partial fulfillment of the
requirements for the award of the Degree of MASTER OF BUSINESS
ADMINISTRATION is a record of original and independent research work done by
me during, 22nd Nov, 2010 to 30th Dec, 2010 under the supervision and guidance of
Dr. B. C. LAKSHMANNA MASTER OF BUSINESS ADMINISTRATION,
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY, ANANTAPUR and it
has not formed the basis for the award of any Degree / Diploma / Associate ship /
Fellowship or other similar title to any candidate of any University.

Date :
Place:

(A. NALLAIAH)

ABSTRACT

This project work has been undertaken on A STUDY ON THE

CUSTOMER

SATISFACTION AT ANANTHA PVC

PIPES

PRIVATE

LIMITED, ANANTAPUR.
"Setting Customer Service Standards," customer satisfaction measurement
has become prominent in the Federal Government. The thrust of this initiative is to
have the Federal Government function more like private industry. Customer
definition, sampling frames, response rates, confidentiality and whether satisfaction
measurements can be comparable and meaningful across different agencies and over
time are also discussed with the Customers of ANANTHA PVC PIPES PRIVATE
LIMITED, ANANTAPUR
The study also has been revealed important Findings and Suggestions.

ACKNOWLEDGEMENTS
It is my pleasure to thank to various respected persons who directly or
indirectly guided, helped, motivated and provided knowledge to me from time to time
for the development of this project.
I am also very thankful to respected Dr. M.L.S.Devakumar M.Tech., MBA,
Ph.D. (Officer in charge of MBA) and Dr. B.C.LAKSHMANNA, M.B.A, Ph.D.
(Project supervisor) for giving me an opportunity to do deep study and guidance
regarding training and project report.
I also thankful to our faculty members Mr. P. Basaiah , Mr. M Ashok

Kumar, Dr. M. Thyagaraju, Dr. P. Jayaramireddy, Dr.B.C .Lakshamanna

And Ms. K. Srilatha for their keen interest and constructive criticism, which
played vital role in completing my project on time
Its most pleasant duty to record my gratitude to Mr. P.Rajendra Prasad
(Project Guide) who permitted to do the project work at ANANTHA PVC PIPES
PVT LTD, ANANTAPUR, and also for their continuous support and
encouragement and their guidance.
I would like to express my heartfelt thanks to all the respondents who gave
valuable information to me.
I also extend my thanks to all my family members and my friends who helped
me in completing this project work successfully.

cONTENTS

CHAPTERS
Chapter I

Chapter II

Chapter III

DESCRIPTION

Page No.

INTRODUCTION
THEORETICAL STRUCTURE .

01-18

INDUSTRY & COMPANY PROFILE...

19- 33

1)

INDUSTRY PROFILE

19- 20

2)

COMPANY PROFILE

21- 33

RESEARCH METHEDOLOGY .

34- 37

1. OBJECTIVE OF THE STUDY ..

34

2. NEED OF THE STUDY

36

3.

36

LIMITATIONS OF THE STUDY ..

4. RESEARCH DESIGN . 37

Chapter IV

DATA ANALYSIS & INTERPRETATION ... 38- 54

Chapter V

FINDINGS & SUGGESTIONS.... 55- 56

1) FINDINGS ... 55
.
2) SUGGESTIONS .. 56
CONCLUSION .

57

ANNEXURE-I
BIBLOGRAPHY ...

58

LIST OF THE TABLES

TABLE No.

PARTICULARS

PAGE
No.

1.

INCOME LEVEL OF CUSTOMER

38

2.

AGE LEVEL OF CUSTOMER

39

3.

RESPONDENTS AWARE OF PIPES

40

4.

HOW LONG RESPONDENTS KNOW

COMPANY

42

5.

SATISFACTION LEVEL OF CONSUMERS

43

6.

SOURCE OF PROCUREMENT

44

7.

CUSTOMERS SEEING CRITERIA OF PIPES

45

8.

CUSTOMERS APPRECIATION TOWARDS

PIPES

46

9.

CUSTOMER OPINION ON QUALITY

47

10.

CUSTOMER OPINION ON PRICE

48

11.

CUSTOMER PREFERENCE TOWARDS

ADVERTISE

49

12.

RESPONDENTS ADVICE TO COMPANY

50

13.

CUSTOMER SATISFACTION ON FREE

SERVICES

51

14.

CUSTOMER SATISFACTION FROM DEALERS

SERVICE

52

15.

CUSTOMER SATISFACTION ON COMPANY

53

LIST OF CHARTS
CHART No.

PARTICULARS

PAGE No.

1.

INCOME LEVEL OF CUSTOMER

38

2.

AGE LEVEL OF CUSTOMER

40

3.

RESPONDENTS AWARE OF PIPES

41

4.

HOW LONG RESPONDENTS KNOW COMPANY

42

5.

SATISFACTION LEVEL OF CONSUMERS

43

6.

SOURCE OF PROCUREMENT

44

7.

CUSTOMERS SEEING CRITERIA OF PIPES

45

8.

CUSTOMERS APPRECIATION TOWARDS PIPES

46

9.

CUSTOMER OPINION ON QUALITY

47

10.

CUSTOMER OPINION ON PRICE

48

11.

CUSTOMER PREFERENCE TOWARDS

ADVERTISE

49

12.

RESPONDENTS ADVICE TO COMPANY

50

13.

CUSTOMER SATISFACTION ON FREE

SERVICES

51

14.

CUSTOMER SATISFACTION FROM DEALERS

SERVICE

52

15.

CUSTOMER SATISFACTION ON COMPANY

53