1

CHAPTER-1

INTRODUCTION

1.1. INTRODUCTION:

In todays competitive world, the most successful industry is those which

stay close to the dealers. It is important to know your dealers, their needs and
wants from the industry. A Renacon AAC block also realizes the importance of
staying close to the dealers towards building a relationship with them and also
expand the business. The need of the project arises when the marketing
department decided to undertake an exercise to interact with its major dealers.
It has a policy of understanding and satisfying existing dealers and also
appointing new dealers. Once the dealers are satisfied with the product, it would
directly increase further demand of the product.

1.2. INDUSTRY PROFILE:

AAC was founded in Sweden by an architect called A.J.Ericksson and

is now being produced in more than 420 factories around the world. It is made
from fine ground silica sand, Fly ash and Portland cement, Lime, water and
aluminium powder. The production process is very carefully monitored to
ensure a controlled consistency in the proportions and timing of all ingredients
that are used in every batch.

The materials are first mixed into slurry and then poured into large
moulds where the expansion agent reacts with the alkalis in the cement and
lime to produce millions of small hydrogen gas bubbles. The mix expands and
raises almost twice its initial volume. The hydrogen evaporates and the 'cake'
sets up and hardens into a stable closed cell matrix which is made as blocks or
panels, using precision wire cutting.

The green aerated concrete is then steam cured in pressurized

autoclaves for several hours where upon it undergoes a second chemical
reaction and transforms into the mineral Tobermorite or calcium silicate. The
finished materials are palletized and delivered by truck directly to the project
 2

site. The Renacon plant is designed to produce around 21000 blocks / 500
Cum. per day in its state of art plant with scalable equipment and infrastructure.

Fine pores (nearly 70% of the product) and the solid structure of calcium
silicate hydrate gives AAC its exceptional material properties. The AAC has the
features of light bulk density, good thermal insulation properties and sound-
absorption, certain strength and processability. Its raw materials is very rich,
especially the reuse of fly ash enables the comprehensive utilization of
industrial residue, curbs environmental pollution, saves farmland and creates
good social and economic benefits. AAC is an ideal alternative of the traditional
clay brick wall materials. For many years AAC has been strongly supported by
national wall reform policy, tax policy and environmental policy. In a sentence,
AAC has been an important factor in new building materials and has a broad
market prospect.

1.3. COMPANY PROFILE:

Renacon Autoclaved Aerated Concrete block is manufactured by

Renaatus Procon Private Limited, A subsidiary of Renaatus Projects Private
Limited and a group of RPP-ERODE. The business Journey of the group was
started 7 decades ago by Late Mr.Palaniappa Gounder of Erode. Deeply rooted
in the Business Values, Principles and wisdom unique to our country, the group
was taken forward by his son Late Mr.Poosappa Gounder two decades ago
creating a niche for itself in the Infrastructure Industry. Presently the RPP group
companies are lead by his grandson Mr.R.P.Selvasundaram, a Master of
Business Administration from the Institute of Business Administration and
Management (IBAM), New Delhi. The group has many landmark constructions
to its credit in India, China and Dubai.

Skywalk Ampa Mall - Chennai, Office of the Director General of Police -

Tamilnadu, Police Academy - Tamilnadu, Stanley Medical Hospital - Chennai,
The Prestigious Presidential Suite at Rajbhavan - Chennai, Mother Teresa
Building near Valluvar Kottam - Chennai, The House of Chemistry for Madras
University at Chennai are some of the projects executed by Renaatus.
Renaatus Swarnabhoomi and Renaatus Nachatra Homes at Hosur are some of
the unique projects developed and promoted by Renaatus. Not confining to just
 3

Infrastructural projects, the group has pioneered and promoted projects like
manufacturing of Artificial Sand called RPP M-Sand, Spac Tapioca & Maize
starch Manufacturing plant with Thailand collaboration, Dexterity Business
Analysis Private Limited, having its office at Ohio state in the United States of
America, a chain of RPP Ready-Mix concrete plants and presently the Renacon
Autoclaved Aerated Concrete Block, a new age construction material which is
light in weight yet higher in strength.

Renacon AAC blocks are manufactured in a fully automated factory near

Chennai. The eco friendly initiatives and environmental protection has always
been on the top of the agenda of Mr.R.P.Selvasundaram, a renowned socialite,
Vice chairman of Erode Builder educational Trust, President of Confederation of
Indian Industry, Erode Chapter, Chairman and Managing Director of Renaatus
Procon Private Limited. The successful integration, Involvement and motivation
of various business ventures of the group have to be attributed to his rigorous
tour itenary, direct supervision and quick decisions.

.
 4

CHAPTER-2

STATEMENT OF PROBLEM

2.1. PROBLEM IDENTIFICATION:

In this competitive era, satisfaction of customers and dealers is very important

for any industry to succeed and sustain in the business. Unless the buyer is
satisfied with the companys product or service, he is not going to give a
repeated business. If the products quality is not good, it can be replaced but in
the case of satisfaction of customers and dealers, no failure is acceptable. So it
becomes very essential for any industry to measure customer satisfaction in
terms of quality, service and quantity. So this scenario drives to make a study on
satisfaction level of both customers and dealers.

2.2. OBJECTIVE

2.2.1 OBJECTIVE WITH RESPECT TO STUDY OF DEALERS

To study the perception of dealers about Renacon blocks

To measure the satisfaction level of promotional activities of Renacon

blocks

2.2.2 OBJECTIVE WITH RESPECT TO STUDY OF CUSTOMERS

To measure the satisfaction level of customers with regard to Renacon

bricks.

To identify the factors motivating the customers to purchase Renacon

bricks.
 5

CHAPTER-3

REVIEW OF LITERATURE

Veli-Matti Sorvala, Juha-Matti Junnonen (2009), examined that the

construction has become a service industry adopting methods from the field of
service management but the use of soft measurement tools, such as customer
satisfaction, is still at an early stage of development. Improving the quality of
construction projects from the customer's perspective has gained growing
interest also in construction industry.

Sami karna (2009), attempted to produce new information as regards customer

satisfaction in construction and the factors affecting it and to discuss utilising
and measuring the customer data in the multi-dimensional business
environment of construction. The most significant targets for development in
practice are related to communication and handover methods of a construction
project.

Anderson and Sullivan( 1993) studied that Customer satisfaction as a

predictor for behavioural variables such as loyalty and purchase intentions.

According to Jones and Sasser (1995), found that complete customer

satisfaction is the key to securing customer loyalty and generating superior
long-term financial performance.

Cronin and Taylor (1992), says that Customer satisfaction appears to have a
stronger and more consistent effect on purchase intentions than does service
quality.

Storbacka et al (1994), noticed that high customer satisfaction leads to

relationship strength and a deep state of collaboration has been found
profitable.

Anderson et al (1994), examine briefly the links between customer-based

measures (customer satisfaction) of firm performance and traditional accounting
 6

measures of economic returns. Their findings emphasize that firms, which

achieve high customer satisfaction also enjoy superior economic returns.
Companies use various forms of customer satisfaction approaches in
developing and monitoring product/service offerings in order to manage and
improve customer relationships.

Homburgh and Rudolph (2001), say that in construction, the relationship

between client and contractor constitutes a multilevel complex in which parties
operate simultaneously and collaborate with in-groups of networks. Therefore,
customer satisfaction in construction should be understood as a relationship
specific rather than a transaction specific construct.

Soetanto et al. (2001), recognized the satisfactory performance of participants

as a prerequisite to maintaining harmonious working relationships. They argue
that satisfaction surveys provide information to project participants that can be
used to help improve their performance. Results of their importance-
performance analysis suggest that Contractors need to improve their
performance in most aspects of performance. In terms of criteria in need for
improvement, both clients and architects considered completion of defects the
priority.

Barrett (2000), sees that client satisfaction is the ultimate measure of

construction quality and will only be achieved if construction companies adopt a
strong external orientation in order to address the full range of quality
dimensions that impact on the client. Customer satisfaction can be used for
evaluation of quality and ultimately for assessment of the success of a
companys quality improvement programme.

According to Torbica and Stroh (2001), a quality improvement effort will lead to
a higher product and service quality, which will lead to improved customer
satisfaction. Their study has confirmed that implementation of TQM is positively
associated with homebuyer satisfaction, and it is the total offering that
generates the total degree of customer satisfaction.
 7

CHAPTER-4

RESEARCH METHODOLOGY

4.1. The research design:

The research design used in the study is descriptive research design. A

descriptive study is undertaken in order to ascertain and be able to describe the
characteristics of the variables of interest in the situation.

4.2 sample size

4.2.1 Sample size of dealers:

In Renacon Blocks totally there are 18 dealers. Since the population of dealers
network is small, census method has been adopted for the study.

4.2.2 Sample size of customers:

A finite subset of population is called a sample and the process of selection of

samples is called sampling. This refers to the number of items to be selected
from the population to constitute a sample. The sample size of this study
consists of 50 respondents. Samples are selected as per convenience. Hence it
is a convenience sampling method.

4.3 Data collection

4.3.1 Data collection of dealers:

Data is collected from all the customers through online survey. Specific
questionnaire is prepared for collecting data. It has been prepared with 22
questions. The questionnaire deals with the details about the mode of payment,
monthly sales, Promotional activity and incentive scheme.

4.3.2 Data collection of customers

Data is collected from all the customers through Telephone. Specific

questionnaire is prepared for collecting data. It has been prepared with 20
questions. The questionnaire deals with the details about the mode of payment,
monthly income and quantity purchase and satisfaction level.
 8

4.4 LIMITATIONS

4.4.1 Limitations with respect to study of dealers:

As the company was in the initial stage, the response may vary at a later
period of time.

4.4.2 Limitations with respect to study of customers

As the company was in the initial stage the response may vary from over
a later period of time.

The research is done in an entire state so it takes time to collect data.

The study was conducted within a limited period of time.

 9

CHAPTER-5

DATA ANALYSIS AND INTERPRETATION

Analysis is the process of placing the data in the ordered form, combining them
with the existing information and extracting the meaning from them. The raw
data become information only when they are analysed and when put in a
meaningful form. Interpretation is the process of relating various bits of
information to other existing information. The data collected is analysed with the
help of statistical tools.

5.1. Statistical tools for dealers

5.1.1. Mode of payment

Figure 5.1.1 Mode of payment

Interpretation:

Out of 18 dealers, 11 have the mode of payment in credit and other remaining 7
dealers have the payment in cash.
 10

5.1.2. Opinion about the price of Renacon blocks

Figure 5.1.2.Opinion about the price of Renacon blocks

Interpretation:

The above table shows the majority of the dealers feel that the price of Renacon
blocks is normal and 4 member think that the price is high and only one
member feel that the price is low.

5.1.3. Opinion about promotion activities given by Renacon blocks

Figure 5.1.3. Opinion about promotion activities given by Renacon blocks

Interpretation:
Out of the 18 dealers, 9 members feel the promotional activity was satisfactory
and 6 feel that it is normal and only the other 3 member are highly satisfied.
 11

5.1.4. Opinion about the quality of Renacon blocks

Figure 5.1.4. Opinion about the quality of Renacon blocks

Interpretation:

The above table shows that 12 dealers are satisfied with the quality, 4 members
are highly satisfied and 1 member was ok with the quality and the remaining 1
was dissatisfied with the quality.

5.1.5. Opinion about supplies

Figure 5.1.5. Opinion about supplies

Interpretation:

The above table shows that 10 dealers are mostly got the expected quantity, 7
are always getting and only 1 is usually getting the supply of expected quantity.
 12

5.1.6. Opinion about after sales service

Figure 5.1.6. Opinion about after sales service

Interpretation:

Out of 18 dealers, 8 are satisfied with the after sales service,7 are moderately
satisfied,2 are highly satisfied and only 1 is dissatisfied.

5.1.7. Opinion about the transportation of Renacon blocks

Figure 5.1.7. Opinion about the transportation of Renacon blocks

Interpretation:

Out of the 18dealers, 8 are moderately satisfied with the transportation, 7 are
satisfied, 2 are highly satisfied and only 1 is dissatisfied.
 13

5.1.8. Frequency of supplies

Figure 5.1.8. Frequency of supplies

Interpretation:

From the above chart, 11 dealers get the supply once in a week, 3 dealers get
once in 15days, 2 get in thrice in a week and 2 got once in a month.

5.1.9. Dealing with other companies

Figure 5.1.9. Dealing with other companies

Interpretation:

In the total no of respondents, 72.22% was not dealing with any other company
and only one 27.78% have dealing with any other company.
 14

5.1.10. Factors influencing the decision taken by dealer

Figure 5.1.10. Factors influencing the decision taken by dealer

Interpretation:
In the total no of respondents, 55.56% choose the product because of quality,
27.78% are due to promotional scheme and other credit policy, margin and
innovation have 5.56%

5.1.11 Nature of the Shop

Figure 5.1.11 Nature of the Shop

Interpretation:
In the total no of respondents, 77.78% was the blocks/building material and only
22.22% was exclusive blocks outlet.
 15

5.1.12. The mode of payment

Figure 5.1.12. The mode of payment

Interpretation:

In the total no of respondents, 61.11% have credit and 38.89% have no credit.

5.1.13. Opinion about the type of promotional activity

Figure 5.1.13. Opinion about the promotional activity

Interpretation:

In the total no of respondents, the vehicles demo with pamphlets and paper ads
are both considered equally effective.
 16

5.1.14. Complaints about Renacon blocks

Figure 5.1.14. Complaints about Renacon blocks

Interpretation:

In the total no of respondents, 55.56% have no complaints about Renacon

blocks and 44.44% have complaints about Renacon blocks.

5.1.15 Effectiveness of Media advertising

Figure 5.1.15 Effectiveness of Media advertising

Interpretation:

In the total no of respondents, 50% consider TV as the effective advertising,

27.78% consider banner and 22.22% consider newspaper as effective.
 17

5.1.16. Frequency of dealer meets

Figure 5.1.16. Frequency of dealer meets

Interpretation:

In the total no of respondents, 50% have satisfied with the frequency of dealer
meet and 50% are not satisfied with the frequency of dealer meet.

5.1.17 Quantity of Renacon blocks sold

Figure 5.1.17 Quantity of Renacon blocks sold

Interpretation:

In the total no of respondents, 61.11% sell the Renacon blocks below 250m 3,
27.78% sell 250-400m3 and 11.11% have more than 600m3.
 18

5.2. Study of Customer satisfaction:

The data was collected using a questionnaire. Sample size was 50 customers.
The data was analysed using the following tools

Simple percentage analysis

Chi-square

Simple percentage analysis:

Percentage refers to a special kind of ratio in making comparison between 2 or

more data and to describe relationships.

Percentage= (sum of the respondents/total no of respondents)*100

CHI SQUARE ANALYSIS

Pearsons chi square is used to assess two types of comparison: tests of goods
of fit and tests independence.

A test of goodness of fit establishes whether or not an observed

frequency distribution differs from a theoretical distribution

A test of independence assess whether paired comparison on two

variables expressed in a contingency table, are independent of each
other

With degree of freedom (D.F) =(C-1) (R-1) where,

O = observed frequency,
E = expected frequency,
C = number of columns,
R = number of rows.
 19

5.2.1. Age of the customer

Table 5.2.1 age of the customer

Valid Cumulative
Frequency Percent Percent Percent
21-40 21 42.0 42.0 42.0
41-60 26 52.0 52.0 94.0
>60 3 6.0 6.0 100.0
Total 50 100.0 100.0

Figure 5.2.1 age of the customer

Interpretation:

In the total number of respondents, 52% are aged 41 to 60, 42% are aged 21 to
40, and only 6% are aged more than 60.

5.2.2. Gender of the respondent

 20

Table 5.2.2. Gender of the respondent

Cumulative
Frequency Percent Valid Percent Percent
male 49 98.0 98.0 98.0
female 1 2.0 2.0 100.0
Total 50 100.0 100.0

Figure 5.2.2. Gender of the respondent

Interpretation:

In the total number of respondents, 98% are male and remaining 2% are
female.

5.2.3. Occupation of customer

 21

Table 5.2.3 Occupation of customer

Cumulative
Frequency Percent Valid Percent Percent
Self-employment 18 36.0 36.0 36.0
govt job 4 8.0 8.0 44.0
pvt job 27 54.0 54.0 98.0
others 1 2.0 2.0 100.0
Total 50 100.0 100.0

Figure 5.2.3 Occupation of customer

Interpretation:

In the total number of respondents, 54% are doing private job, 36% are self-
employment, 8% are government job and remaining 2% are others.

5.2.4. Monthly income

 22

Table 5.2.4 Monthly income

Cumulative
Frequency Percent Valid Percent Percent
<20000 21 42.0 42.0 42.0
20001-40000 12 24.0 24.0 66.0
40001-60000 9 18.0 18.0 84.0
>60000 8 16.0 16.0 100.0
Total 50 100.0 100.0

Figure 5.2.4 Monthly income

Interpretation

In the total number of respondents, 42% have the income of less than 20000,
24% have the income of 20001 to 40000, 18% have the income of 40001 to
60000 and only 16% have the income of more than 60000

5.2.5. Opinion about Renacon blocks

 23

Table 5.2.5 Opinion about Renacon blocks

Cumulative
Frequency Percent Valid Percent Percent
Self 12 24.0 24.0 24.0
Friends 8 16.0 16.0 40.0
Family 1 2.0 2.0 42.0
Advertisement 16 32.0 32.0 74.0
sales-man 13 26.0 26.0 100.0
Total 50 100.0 100.0

Figure 5.2.5 Opinion about Renacon blocks

Interpretation:

In the total number of respondents, 32% of the customers know the product
through advertisement, 26% through sales-man, 24% through self,16% through
friends and only 2% through family.
5.2.6. Source of supply of Renacon blocks
 24

Table 5.2.6. Source of supply of Renacon blocks

Frequenc Valid Cumulative

y Percent Percent Percent
from
18 36.0 36.0 36.0
manufacture
from dealers 32 64.0 64.0 100.0
Total 50 100.0 100.0

Figure 5.2.6. Source of supply of Renacon blocks

Interpretation:
In the total number of respondents, 64% purchase the product from the dealers
and 36% purchase from manufacturers

5.2.7. Mode of payment

 25

Table 5.2.7 Mode of payment

Cumulative
Frequency Percent Valid Percent Percent
cash 37 74.0 74.0 74.0
credit 13 26.0 26.0 100.0
Total 50 100.0 100.0

Figure 5.2.7 Mode of payment

Interpretation:

In the total number of respondents, 74% pay the amount through cash and only
26% pay the amount through credit.

5.2.8. Factors influencing the decision to be the dealer of Renacon blocks

 26

Table 5.2.8. Factors influencing the decision to be the dealer of

Renacon blocks

Cumulative
Frequency Percent Valid Percent Percent
price 6 12.0 12.0 12.0
quality 22 44.0 44.0 56.0
time consumption 22 44.0 44.0 100.0
Total 50 100.0 100.0

Figure 5.2.8. Factors influencing the decision to be the dealer of Renacon

blocks
Interpretation:

In the total number of respondents, both the quality and time consumption
shared equal percentage of 44% influenced to buy the Renacon blocks and the
remaining 12% are of price

5.2.9. Quantity of Renacon blocks purchased

Table 5.2.9. Quantity of Renacon blocks purchased

 27

Cumulative
Frequency Percent Valid Percent Percent
<1000blocks 19 38.0 38.0 38.0
1000-2000blocks 11 22.0 22.0 60.0
2000-3000blocks 10 20.0 20.0 80.0
>3000blocks 10 20.0 20.0 100.0
Total 50 100.0 100.0

Figure 5.2.9. Quantity of Renacon blocks purchased

Interpretation:

In the total number of respondents, 38% buy less than 1000 blocks,22% buy
1000 to 2000 blocks,20% buy 2000 to 3000 blocks and remaining buy 20% are
>3000 blocks.

5.2.10. Delivered in correct time

 28

Table 5.2.10 Delivered in correct time

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 14 28.0 28.0 28.0
Satisfied 30 60.0 60.0 88.0
Neutral 5 10.0 10.0 98.0
highly dissatisfied 1 2.0 2.0 100.0
Total 50 100.0 100.0

Figure 5.2.10 Delivered in correct time

Interpretation:

In the total number of respondents,60% of the customers were satisfied with the
delivery of Renacon blocks,28% was highly satisfied,10% was neutral and only
2% are highly dissatisfied.
 29

5.2.11. Promised quantity in time

Table 5.2.11 Promised quantity in time

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 12 24.0 24.0 24.0
satisfied 28 56.0 56.0 80.0
neutral 10 20.0 20.0 100.0
Total 50 100.0 100.0

Figure 5.2.11 Promised quantity in time

Interpretation:

In the total number of respondents,56% customers are satisfied that the

company delivered the correct quantity in time,24% are highly satisfied and only
20% are neutral with the Renacon blocks.

5.2.12. Opinion about the transportation

 30

Table 5.2.12. Opinion about the transportation

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 3 6.0 6.0 6.0
satisfied 35 70.0 70.0 76.0
neutral 8 16.0 16.0 92.0
Dissatisfied 4 8.0 8.0 100.0
Total 50 100.0 100.0

Figure 5.2.12. Opinion about the transportation

Interpretation:

In the total number of respondents, 70% are satisfied with the transportation,
16% are neutral, 8% are dissatisfied and only 8% are highly satisfied.

5.2.13. Opinion about quality

 31

Table 5.2.13. Opinion about quality

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 16 32.0 32.0 32.0
Satisfied 30 60.0 60.0 92.0
Neutral 4 8.0 8.0 100.0
Total 50 100.0 100.0

Figure 5.2.13. Opinion about quality

Interpretation:

In the total number of respondents, 60% are satisfied with the quality, 32% are
highly satisfied and only 8% are ok with the quality.

5.2.14. Satisfaction level of door delivery

 32

Table 5.2.14 Satisfaction level of door delivery

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 49 98.0 98.0 98.0
satisfied 1 2.0 2.0 100.0
Total 50 100.0 100.0

Figure 5.2.14 Satisfaction level of door delivery

Interpretation:

In the total number of respondents, 98% are highly satisfied and 2% are
satisfied with the door delivery.

5.2.15 Opinion about Response from company

 33

Table 5.2.15 Opinion about Response from company

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 5 10.0 10.0 10.0
Satisfied 35 70.0 70.0 80.0
Neutral 5 10.0 10.0 90.0
highly dissatisfied 5 10.0 10.0 100.0
Total 50 100.0 100.0

Figure 5.2.15 Opinion about Response from company

Interpretation:

In the total number of respondents, 70% are satisfied about the companies
response regarding any complaints, 10% are highly satisfied, 10% are neutral
and 10% are highly dissatisfied.

5.2.16. Opinion about sales person satisfaction

 34

Table 5.2.16. Opinion about sales person satisfaction

Cumulative
Frequency Percent Valid Percent Percent
yes 35 70.0 70.0 70.0
no 15 30.0 30.0 100.0
Total 50 100.0 100.0

Figure 5.2.16. Opinion about sales person satisfaction

Interpretation:

In the total number of respondents, 70% are satisfied with the sales person and
30% are not satisfied with the sales person.

5.2.17. Opinion about after sales service

 35

Table 5.2.17. Opinion about after sales service

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 18 36.0 36.0 36.0
satisfied 22 44.0 44.0 80.0
neutral 6 12.0 12.0 92.0
dissatisfied 4 8.0 8.0 100.0
Total 50 100.0 100.0

Figure 5.2.17. Opinion about after sales service

Interpretation:

In the total number of respondents, 44% are satisfied with the after sales
service, 36% are highly satisfied,12% are neutral and only 8% are highly
dissatisfied

5.2.18. Overall satisfaction of Renacon blocks

 36

Table 5.2.18 Overall satisfaction of Renacon blocks

Cumulative
Frequency Percent Valid Percent Percent
highly satisfied 10 20.0 20.0 20.0
satisfied 33 66.0 66.0 86.0
neutral 6 12.0 12.0 98.0
dissatisfied 1 2.0 2.0 100.0
Total 50 100.0 100.0

Figure 5.2.18 Overall satisfaction of Renacon blocks

Interpretation:

In the total number of respondents, 66% are satisfied,20% are highly

satisfied,12% are neutral and only 2% are dissatisfied with the overall
satisfaction of Renacon blocks.

5.2.19. Opinion to improve Renacon blocks

Table 5.2.19. Opinion to improve Renacon blocks

 37

Cumulative
Frequency Percent Valid Percent Percent

price
16 32.0 32.0 32.0
reduction
blocks
8 16.0 16.0 48.0
damage
no
26 52.0 52.0 100.0
suggestions
Total 50 100.0 100.0

Figure 5.2.19. Opinion to improve Renacon blocks

Interpretation:

In the total number of respondent, 52% are not having any suggestions to
improve Renacon blocks and 32% have suggestions to reduce the price and
16% ask to reduce the damage while transporting.

HYPOTHEIS1

5.2.20 TEST OF ASSOCIATION BETWEEN QUANTITY OF PURCHASE AND

SOURCE OF SUPPLY
 38

Null hypothesis (H0): The quantity of Renacon block purchased is independent

of the place of purchase
Alternative hypothesis (H1): The quantity of Renacon block purchased is
dependent of the place of purchase

Quantity of Renacon blocks do you buy

1000- 2000-
<1000blocks 2000blocks 3000blocks >3000blocks Total
where do from
3 1 7 7 18
you manufacture
purchase from dealers
Renacon 16 10 3 3 32
blocks
Total 19 11 10 10 50

Table 5.2.20 test of association between quantity of

purchase and source of supply Chi-Square Tests
Value Df Asymp. Sig.
(2-sided)
a
Pearson Chi-Square 16.860 3 .001
Likelihood Ratio 17.631 3 .001
Linear-by-Linear
12.593 1 .000
Association
N of Valid Cases 50
a. 3 cells (37.5%) have expected count less than 5. The
minimum expected count is 3.60.

Interpretation:

The computed probability value 0.001 is less than the level of significance
(=0.005).
Therefore, the null hypothesis is rejected.
So the quantity of Renacon block purchased is dependent of the place of
purchase.
 39

HYPOTHESIS 2

5.2.21 TEST OF ASSOCIATION BETWEEN PLACE OF PURCHASE AND

TIMELY DELIVERED

Null hypothesis (H0): The delivery time of Renacon block purchased is

independent of the place of purchase
Alternative hypothesis (H1): The delivery time of Renacon block purchased is
dependent of the place of purchase

Delivered in correct time Total

highly satisfied Neutral
satisfied
where do you from
3 13 2 18
purchase Renacon manufacture
blocks from dealers 11 17 4 32
Total 14 30 6 50

Table 5.2.21 test of association between place of purchase and timely

delivery

Chi-Square Tests
Value Df Asymp. Sig.
(2-sided)
a
Pearson Chi-Square 2.009 2 .366
Likelihood Ratio 2.102 2 .350
Linear-by-Linear
.803 1 .370
Association
N of Valid Cases 50
a. 2 cells (33.3%) have expected count less than 5. The
minimum expected count is 2.16.
 40

Interpretation:

The computed probability value 0.366 is more than the level of significance
(=0.005).
Therefore, the null hypothesis is accepted.
So the delivery time of Renacon block purchased is independent of the place of
purchase

HYPOTHESIS 3

5.2.22 TEST OF ASSOCIATION BETWEEN PLACE OF PURCHASE AND

AFTER SALES SERVICE

Null hypothesis (H0): The after sales service of Renacon block is independent
of the place of purchase
Alternative hypothesis (H1): The after sales service of Renacon block is
dependent of the place of purchase

what do you feel about after sales Total

service
highly satisfied neutral Dissatisfied
satisfied
where do you from
2 13 0 3 18
purchase manufacture
Renacon blocks from dealers 16 9 6 1 32
Total 18 22 6 4 50
Table 5.2.22 test of association between place of purchase and after sales service
Value df Asymp. Sig.
(2-sided)
Pearson Chi-Square 15.946a 3 .001
Likelihood Ratio 18.518 3 .000
 41

Linear-by-Linear
3.172 1 .075
Association
N of Valid Cases 50
a. 4 cells (50.0%) have expected count less than 5. The
minimum expected count is 1.44.
Interpretation:

The computed probability value 0.001 is less than the level of significance
(=0.005).
Therefore, the null hypothesis is rejected.
So the after sales service of Renacon block is dependent of the place of
purchase

HYPOTHESIS 4

5.2.23 TEST OF ASSOCIATION BETWEEN PLACE OF PURCHASE AND

MODE OF PAYMENT
Null hypothesis (H0): The payment of Renacon block purchased is
independent of the place of purchase.

Alternative hypothesis (H1): The payment of Renacon block purchased is

dependent of the place of purchase

Mode of payment Total

Cash credit
where do you from
11 7 18
purchase Renacon manufacture
blocks from dealers 26 6 32
Total 37 13 50

Table 5.2.23 test of association between place of purchase and mode of

payment

Value Df Asymp. Sig.

(2-sided)
a
Pearson Chi-Square 2.428 1 .119
Continuity Correctionb 1.494 1 .222
 42

Likelihood Ratio 2.364 1 .124

Fisher's Exact Test
Linear-by-Linear
2.380 1 .123
Association
N of Valid Cases 50

Interpretation:
The computed probability value 0.112 is more than the level of significance
(=0.005).
Therefore, the null hypothesis is accepted
So the payment of Renacon block purchased is independent of the place of
purchase

Chapter-6

FINDINGS, SUGGESTIONS AND CONCLUSION

6.1 FINDINGS
6.1.1 Findings from dealers
Out of 18 dealers, 11 have the mode of payment in credit and other
remaining 7 dealers have the payment in cash.
It is seen that the majority of the dealers feel that the price of Renacon
blocks is normal and 4 member think that the price is high and only one
member feel that the price is low.
Out of the 18 dealers, 9 members feel the promotional activity was
satisfactory and 6 feel that it is normal and only the other 3 member are
highly satisfied.
It is seen that 12 dealers are satisfied with the quality, 4 members are
highly satisfied and 1 member was ok with the quality and the remaining
1 was dissatisfied with the quality.
 43

It is seen that 10 dealers are mostly got the expected quantity, 7 are
always getting and only 1 is usually getting the supply of expected
quantity.
Out of 18 dealers, 8 are satisfied with the after sales service, 7 are
moderately satisfied, 2 are highly satisfied and only 1 is dissatisfied.
Out of the 18 dealers, 8 are moderately satisfied with the transportation,
7 are satisfied, 2 are highly satisfied and only 1 is dissatisfied.
It is seen that 11 dealers get the supply once in a week, 3 dealers get
once in 15days, 2 get in thrice in a week and 2 got once in a month.
In the total no of respondents, 72.22% was not dealing with any other
company and only one 27.78% have dealing with any other company.
In the total no of respondents, 55.56% choose the product because of
quality, 27.78% are due to promotional scheme and other credit policy,
margin and innovation have 5.56%.
In the total no of respondents, 77.78% was the blocks/building material
and only 22.22% was exclusive blocks outlet.
In the total no of respondents, 61.11% have credit and 38.89% have no
credit.
In the total no of respondents, the vehicles demo with pamphlets and
paper ads are both considered equally effective.
In the total no of respondents, 55.56% have no complaints about
Renacon blocks and 44.44% have complaints about Renacon blocks.
In the total no of respondents, 50% consider TV as the effective
advertising, 27.78% consider banner and 22.22% consider newspaper as
effective.
In the total no of respondents, 50% have satisfied with the frequency of
dealer meet and 50% are not satisfied with the frequency of dealer meet.
In the total no of respondents, 61.11% sell the Renacon blocks below
250m3, 27.78% sell 250-400m3 and 11.11% have more than 600m3.

6.1.2 Findings from customers

In the total number of respondents, 52% are aged 41 to 60, 42% are
aged 21 to 40, and only 6% are aged more than 60.
 44

In the total number of respondents, 98% are male and remaining 2% are
female.
In the total number of respondents, 54% are doing private job, 36% are
self-employment, 8% are government job and remaining 2% are others.
In the total number of respondents, 42% have the income of less than
20000, 24% have the income of 20001 to 40000, 18% have the income
of 40001 to 60000 and only 16% have the income of more than 60000

In the total number of respondents, 32% of the customers know the

product through advertisement, 26% through sales-man, 24% through
self,16% through friends and only 2% through family.
In the total number of respondents, 64% purchase the product from the
dealers and 36% purchase from manufacturers
In the total number of respondents, 74% pay the amount through cash
and only 26% pay the amount through credit.
In the total number of respondents, both the quality and time
consumption shared equal percentage of 44% influenced to buy the
Renacon blocks and the remaining 12% are of price
In the total number of respondents, 38% buy less than 1000 blocks,22%
buy 1000 to 2000 blocks,20% buy 2000 to 3000 blocks and remaining
buy 20% are >3000 blocks.

In the total number of respondents,60% of the customers were satisfied

with the delivery of Renacon blocks,28% was highly satisfied,10% was
neutral and only 2% are highly dissatisfied.
In the total number of respondents,56% customers are satisfied that the
company delivered the correct quantity in time,24% are highly satisfied
and only 20% are neutral with the Renacon blocks.
In the total number of respondents, 70% are satisfied with the
transportation, 16% are neutral,8% are dissatisfied and only 8% are
highly satisfied.
In the total number of respondents, 60% are satisfied with the quality,
32% are highly satisfied and only 8% are ok with the quality.
In the total number of respondents, 98% are highly satisfied and 2% are
satisfied with the door delivery.
 45

In the total number of respondents, 70% are satisfied about the

companies response regarding any complaints, 10% are highly satisfied,
10% are neutral and 10% are highly dissatisfied.
In the total number of respondents, 70% are satisfied with the sales
person and 30% are not satisfied with the sales person.
In the total number of respondents, 44% are satisfied with the after sales
service, 36% are highly satisfied,12% are neutral and only 8% are highly
dissatisfied
In the total number of respondents, 66% are satisfied,20% are highly
satisfied,12% are neutral and only 2% are dissatisfied with the overall
satisfaction of Renacon blocks.
In the total number of respondent, 52% are not having any suggestions
to improve Renacon blocks and 32% have suggestions to reduce the
price and 16% ask to reduce the damage while transporting.
The quantity of Renacon block purchased is dependent of the place of
purchase

The delivery time of Renacon block purchased is independent of the

place of purchase
The after sales service of Renacon block is dependent of the place of
purchase
The payment of Renacon block purchased is independent of the place of
purchase

6.2 SUGGESTIONS

6.2.1. Suggestions from dealers

According to dealers
The company should improve their accounting procedures
and share information quickly.
In this highly competitive environment, if the company
minimizes the damage during transportation, they can
retain their dealers as well their customers.
 46

They feel that awareness about the Renacon AAC blocks is

lesser, so they suggest that the company can adopt many
promotional activities like free demo in customers place,
media advertisements.

6.2.2. Suggestions from customers

According to customers

They feel that the price of the Renacon blocks was high. So if the
company reduces Rs.10/block from current price, there will be
more purchase of the blocks.

Customers need the blocks to be in more light weight.

6.3. CONCLUSION

The study was undertaken for Renacon AAC blocks for assessing
satisfaction of dealers and customers. Based on the feedback received from
the dealers, it has been suggested that company should improve their
accounting procedures, minimise damages during transportation and
undertake promotional activities to increase awareness about Renacon blocks.
 47

REFERENCES

Barrett, P. (2000). Systems and relationships for construction quality.

International Journal of Quality & Reliability Management, Vol. 17, Nos. 4/5, pp.
377-392.

Veli-Matti Sorvala, and Juha-Matti Junnonen. 2009. Classifying and clustering

construction projects by customer satisfaction. Facilities, volume 27, numbers 9-
10, pages 387-398.
Maloney, W.F. (2002). Construction product/service and customer satisfaction.
Journal of Construction Engineering and Management, November/December,
pp. 522-529.

Sami karna. 2004. Analysing customer satisfaction and quality in construction

the case of public and private customers. Current Research in Construction
Economics and Management at the Helsinki University of Technology, pages
67-80.
 48

Homburg C. and Rudolph B. (2000). Customer Satisfaction in Industrial

Markets: dimensional and multiple role issues. Journal of Business Research.
Vol. 52, pp. 15-33.

Anderson, E.W., Fornell, C., Lehmann, D.R. (1994). Customer Satisfaction,

Market Share, and Profitability: Findings from Sweden. Journal of Marketing.
Vol. 58, pp. 53-66.

Jones T.O. and W.E. Sasser (1995). Why Satisfied Customers Defect. Harvard
Business Review, Nov-Dec, pp. 88-99

ANNEXURE-1
Questionnaire:

1. Name: __________

2. Nature of the Shop

a. blocks Outlet b. Blocks / Building material

3. No of Years in Business

a. Less than 5 years b. 6 10 years c.11 15 years d. More than 15

years

4. Are you dealing with other companies?

a. yes b. no

If yes ____________________

5. Which factor encourages you to be the dealer of Renacon blocks?

a. Promotional scheme b. Quality c. credit policy d. Margin

 49

6. What do you feel about quality of Renacon blocks?

a. highly satisfied b. satisfied c. ok d. dissatisfied e. highly dissatisfied

7. Do you have any suggestions to improve the quality of Renacon blocks?

a. yes b. no

If yes______________________

8. What do you feel about the price of Renacon blocks compare to other company
blocks?
a. very high b. high c. average d. low e. very low

9. What is the mode of payment?

a. Cash b. Credit

10. If the mode of payment is credit what do you feel about credit period given by
Renacon blocks?

a. highly satisfied b. satisfied c. normal d. dissatisfied e. highly dissatisfied

11. What type of promotional activity do you prefer from Renacon blocks?

a. vehicle demo with pamphlets b. paper ads

12. What do you think about promotion activities given by Renacon blocks?

a. highly satisfied b. satisfied c. normal d. dissatisfied e. highly dissatisfied

13. Whether the expected quantity of Renacon blocks is supplied to you in time?

a. always b. mostly c. usually d. sometimes e. rarely

14. How much quantity of Renacon blocks you sell per month?

a. below 250m3 b. 250 400 m3 c. 400 600 m3 d. More than 600m3

15. How often you are getting the supply of product?

a. thrice in a week b. once in a week c. Once in 15 days d. Once in a month

 50

16. Did the company provide any Incentive Scheme in the last one year?

a. Yes b. No

If yes how much ________

17. What are the factors that you expect from Renacon blocks?

a. promotional scheme b. sales follow-up c. service d. longer credit facility

18. Do you have any complaints about Renacon blocks?

a. yes b. no

If yes_________________________________

19. What do you feel about after sales service given by Renacon blocks?

a. highly satisfied b. satisfied c. moderately satisfied d. dissatisfied

e. highly dissatisfied

20. How do you feel about the transportation of Renacon blocks?

a. highly satisfied b. satisfied c. moderately satisfied d. dissatisfied

e. highly dissatisfied

21. Which of the following media advertising are considered to be more effective?

a. TV b. banner c. Newspaper d. hand bills

22. Is the frequency of dealer meets satisfactory?

a. Yes b. No
 51

ANNEXURE-2

Questionnaire:
1. Name: ____________________

2. Age:

a. <20 b. 21-40 c. 41-60 d. >60

3. Gender:

a. Male b. Female

4. Occupation:

a. Self employment b. Govt job c. Pvt job d. others__________

5. Monthly income:

a. <20,000 b. 20,001-40,000 c. 40,001-60,000 d. >60,000

6. How do you know about Renacon blocks?

a. Self b. friends c. family d. advertisement e. sales-man

7. Where do you purchase Renacon blocks?

 52

a. from manufacture b. from dealers

8. What is the mode of payment?

a. Cash b. credit

9. What factor encourages you to buy the Renacon blocks?

a. price b. quality c. time consumption

10. How much quantity of Renacon blocks do you buy?

a. <1000 blocks b. 1000-2000 blocks c. 2000-3000 blocks

d. 3000-4000 blocks e. more than 4000 blocks

11. Are the promised Renacon blocks delivered to you in correct time?

a. highly satisfied b. satisfied c. Neutral d. dissatisfied

e. highly dissatisfied

12. Are the promised quantity of Renacon blocks delivered to you?

a. highly satisfied b. satisfied c. Neutral d. dissatisfied

e. highly dissatisfied

13. How do you feel about the transportation of Renacon blocks?

a. highly satisfied b. satisfied c. Neutral d. dissatisfied

e. highly dissatisfied

14. What do you feel about the quality of Renacon blocks?

a. highly satisfied b. satisfied c. Neutral d. dissatisfied

e. highly dissatisfied

15. Are you satisfied with the door delivery?

a. yes b. no

If no________________________

16. If there are any complaints, what is your satisfaction with regard to companys
response?

a. highly satisfied b. satisfied c. Neutral d. dissatisfied

 53

e. highly dissatisfied

17. Is the approach of the sales person satisfactory?

a. yes b. no

18. What do you feel about after sales service given by Renacon blocks?

a. highly satisfied b. satisfied c. Neutral d. dissatisfied

e. highly dissatisfied

19. Overall satisfaction of Renacon blocks?

a. highly satisfied b. satisfied c. Neutral d. dissatisfied

e. highly dissatisfied

20. Do you have any suggestions to improve Renacon blocks?

a. yes b. no

If yes_____________________