Beruflich Dokumente
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REPORT ON
SUBMITTED TO
SUBMITTED BY
I undersigned hereby declare that, the project entitled, “TO STUDY THE
CONSUMER SATISFACTION FOR AMUL MILK IN NASHIK
REGION FOR GUJARAT CO-OPERATIVE MILK MARKETING
FEDERATION ” is executed as per the course requirement of two year full
time MBA program of Savitribai Phule Pune University. This report has not
been submitted by me or any other person to any other University or Institution
for a degree or diploma course. This is my own and original work.
Place: Nashik
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ACKNOWLEDGEMENT
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CONTENTS
COLLEGE CERTIFICATE I
COMPANY CERTIFICATE II
ACKNOWLEDGEMENT IV
Executive Summary 2
I
Objectives of the Study 5
II
Company Profile 7
III
Theoretical Background 31
IV
Research Methodology 37
V
Data Analysis and Interpretation 43
VI
Findings 54
VII
Conclusions 56
VIII
Suggestions / Recommendations 58
IX
ANNEXURE 60
BIBLIOGRAPHY 66
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LIST OF GRAPHS
Page
Sr. No. Graph No. Title of Graph No.
1 1 Turn Over Of GCMMF 15
2 2 Total milk procurement by GCMMF 16
LIST OF TABLES
Page
Sr. No. Table No. Title of Table No.
1 1 Financial Structure 13
LIST OF FIGURES
Page
Sr. No. Figure No. Title of Figure/Pie charts No.
1 1 Q.1) Are you aware of Amul milk? 44
2 2 Q.2) Do you purchase Amul milk? 45
3 3 Q.3) If no, then which brand do you prefer? (31respondents) 46
4 4 Q.4) How much quantity of milk do you buy daily? (69 respondents) 47
5 5 Q.5) How frequently do you buy Amul milk? 48
6 6 Q.6) Which type of Amul milk do you purchase? 49
7 7 Q.7) Which factor do you prefer while buying of Amul milk? 50
8 8 Q.8) Is the Amul milk conveniently available? 51
9 9 Q.9) Are you satisfied with Amul milk? 52
10 10 Q.10) Would you suggest Amul milk to other consumers? 53
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LIST OF ABBREVIATION
Sr. No. Abbreviation Full Form of Abbreviation
1 GCMMF Gujarat Cooperative Milk Marketing Federation Ltd
2 HoReCa Hotel/Restaurant/Café
3 APEDA The Agricultural and Processed Food Products Export Development Authority
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CHAPTER-1
EXECUTIVE SUMMARY
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Executive Summary
The project title was “To study the consumer satisfaction for Amul
milk in Nashik region.” The entire Summer Internship was divided into three
phases which included Market research to understand information about
Competitors; Business development of fresh products and evaluating the
business potential of the HORECA segment.
In the beginning of the study first task was to study about the sector,
companies through secondary sources like online articles, company website,
projects related to Amul.
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Market survey includes:-
1) Retail Stores
3) HoReCa
4) Tea Stalls
After research, sales activity was done for business development. For this
activity a strategy was made, to target new consumers, for eg. If it’s a tea vendor
or hotels or loose milk suppliers.
Same steps were followed for this activity also, every day one beat. Most of
the hotels were using loose milk and due to good relation with their vendors they
were avoiding AMUL’s offers.
Most of the tea vendors were interested in using Amul as they were getting
it at cheaper rate. Raw milk supplier were targeted because most of them where
having shortage of milk so they can use Amul milk.
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CHAPTER-2
5
OBJECTIVES
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CHAPTER-3
COMPANY PROFILE
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MISSION: Dairy co-operative of Gujarat turnover of RS.27000
crores by the year 2020
LOGO:
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Gujarat Cooperative Milk Marketing Federation Ltd.
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For its consistent adherence to quality, consumer focus and dependability,
GCMMF has received numerous awards and accolades over the years. It
received the Rajiv Gandhi National Quality Awardin1999 in Best of All Category. In
2002 GCMMF bagged India's Most Respected Company Award instituted by Business
World. In 2003, it was awarded the The IMC Ramkrishna Bajaj National Quality
Award - 2003 for adopting noteworthy quality management practices for
logistics and procurement. GCMMF is the first and only Indian organization to
win topmost International Dairy Federation Marketing Award for probiotic ice
cream launch in 2007.
GCMMF - An Overview
The Amul brand is not only a product, but also a movement. It is in one way,
the representation of the economic freedom of farmers. It has given farmers the
courage to dream. Besides India, Amul has entered overseas markets such as
Mauritius, UAE, USA, Oman, Bangladesh, Australia, China, Singapore, Hong
Kong and a few South African countries. Its bid to enter Japanese market in 1994
did not succeed, but it plans to venture again. Its bid to enter Japanese market in
1994 did not succeed, but it plans to venture again.
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GCMMF offices.
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Table 1 - Financial Structure
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Growth Propositions
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Turn Over Of GCMMF
Graph – 1. Turnover of GCMMF
In order to meet milk and milk product demand in major metros of India, the
member unions of GCMMF have started creating their own milk processing
plants in states of Haryana, Uttar Pradesh, Maharashtra, Madhya Pradesh, West
Bengal and Rajasthan. The Member Unions of GCMMF have also started milk
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procurement from other states so that milk producer members of these states also
benefit from “Amul Model. Shri Jethabhai Patel, Chairman, GCMMF,
emphasized the fact that mantra of rapid expansion has clearly yielded rich
dividends for GCMMF. “Based on estimated growth in market demand for Amul
products and our future marketing efforts, we anticipate at least 20% CAGR
growth in the business of GCMMF during the next five years. The Chairman
added that Amul plans to enhance its milk processing capacity from the current
level of 281 lakh litres per day to 380 lakh litres per day in the next five years.
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Future Plans
Of the new plants planned, that would come up within the next two to three
years, two would be in Delhi, three in Uttar Pradesh, one each in Kolkata and
Maharashtra and the rest in Gujarat. GCMMF at present has over 50 processing
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plants across the country.
India’s organised sector only constitutes 20 per cent of the Rs 4 lakh crore
market size for dairy products in the country.
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Industrial Recognitions
AWARDS
Sponsored by Aaj Tak – TV Today Network, India Today Group for striving
towards inclusive & sustainable development with a "society centered" purpose
for Amul's Total Sanitation Campaign.
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CII NATIONAL AWARD FOR FOOD SAFETY 2013
Amul Dairy received CII National Award for Food Safety 2013 for its
Outstanding Performance in the Dairy Sector Manufacturing, Large Food
Business Category APEDA EXPORT AWARD 2011-12
Amul Dairy, Anand received APEDA Export Award for the year 2011-12 for
its outstanding contribution in the export of Dairy products across the globe.
‘Silver Trophy’ & a Citation was presented at the 21st Annual APEDA Award
function in New Delhi on 26th Nov 2014
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Amul meant different things to different people :
To a Milk Producer … A life enriching experience
To a Consumer … Assurance of having wholesome milk
To a Mother … A reliable source of nourishment for her child
To the Country … Rural Development and Self Reliance
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Different milk offering from Amul –
Amul Taaza
Amul Gold
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Amul Cow Milk
Product name – Amul Cow Milk
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“SWOT” Analysis of Amul milk---
STRENGTH
2. India’s major giant player in dairy products with strong supply chain network.
3. Rural Presence.
WEAKNESS
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OPPORTUNITIES
1. Areas can be targeted to cover Retailers look for convenience and margin.
THREAT
1. Most of the consumers depend upon what a retailer gives them. This can be a
threat because competitors provide more margins to retailers and retailers
preferred them when it comes to selling.
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ORGANISATION CHART
a) Divison by functions
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a) Division by Products –
b) Division by Geography –
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Matrix structure - Combination of all these and it uses a matrix
organization structure
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CHAPTER 4
THEORETICAL BACKGROUND
31
THEORETICAL BACKGROUND OF
CONSUMER SATISFACTION
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A number of theoretical approaches have been utilized to explain the relationship
between disconfirmation and satisfaction.
1) Many theories have been used to understand the process through which
consumers form satisfaction judgments. The theories can be broadly classified
under three groups: Expectancy disconfirmation, Equity, and Attribution. Still
again there are a number of theories surrounding the satisfaction and service
paradigm.
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2. VARIOUS THEORIES OF CONSUMER SATISFACTION
Consistency theories suggest that when the expectations and the actual
product performance do not match the consumer will feel some degree of
tension. In order to relieve this tension the consumer will make adjustments
either in expectations or in the perceptions of the product’s actual
performance. Four theoretical approaches have been advanced under the
umbrella of consistency theory:
Contrast theory was first introduced by Hovland, Harvey and Sherif. Dawes et
al define contrast theory as the tendency to magnify the discrepancy between
one’s own attitudes and the attitudes represented by opinion statements
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(3) Assimilation-Contrast Theory
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Consumer satisfaction diagram
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CHAPTER 5
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY-
STAGE 2 – Collecting data using the survey method, by getting the sample
employees fill the questionnaire.
STAGE 3 – Analyzing and interpreting the primary data collected from the
survey responses
Research design: The research design used is descriptive and the information
collected through personal interaction and observation and analyzing the result.
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DIFFERENT METHODS OF DATA SOURCES
1. PRIMARY DATA
Questionnaire method
It can also be obtained through, Observations
Survey interviews - direct communication with the consumers by
performing surveys or descriptive research.
Primary Data is that data which is collected fresh and for the first time. It is also
called basic data or original data.
Primary Data is also defined as, “the data, researcher collects to address the
specific problem at hand – the research questions”.
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METHODS OF COLLECTING PRIMARY DATA
Observation method:
Definition:
Interview method:
Definition:
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2. SECONDARY DATA
There are various methods of data gathering which involves the use of specific
recording forms. These are called tools or instruments of data collection.
During the course of conducting research, a researcher has to collect the data
through adopting one or the other method.
Websites
Books
Magzines
Brochures etc.
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Scope of the study:
Study just takes into account the Nashik region and hence the inferences are drawn
based on the sample which represents these consumers.
3. Respondents can link his /her personal liking /disliking towards toward his
company while filling up the form
4. As questionnaire has limited questions there may be some factors which may
get missed out
5. Due existence of time & cost constraint. The study restricted to only 100
samples.
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CHAPTER – 6
DATA ANALYSIS
AND INTERPRETATION
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1. Data Analysis and Interpretation of Consumers
1. Yes 2. No
Yes No
No. Respondents 85 15
Sales
15%0%
yes
No
85%
Interpretation:-
In this pie chart 85% are aware of the AMUL milk and 15% are unaware of
AMUL milk. Out if the 100 respondent we see that 15% survey opinion will not
be validated as they never use the Amul milk. Also it represent that these 15%
consumes some other milk product brands.
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Q.2) Do you purchase Amul milk?
1. Yes 2.No
Yes NO
No of respondents 59 26
31%
yes 69%
no31%
69%
Interpretation:-
Form the above data we understand that out of 85 respondents aware about
AMUL Milk about 69% purchase it and 31% do not. It means that the awareness
don’t make them purchase Amul milk they still don’t know the brand traits.
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Q.3) If no, then which brand do you prefer? (31respondents)
1) mother dairy 2) Vikas 3) Godavari 4) Rajhans
No.of respondents 02 10 08 11
Sales
6%
motherdairy
34%
32% vikas
godavari
rajhans
28%
Interpretation:-
31% of them if don’t purchase Amul they go for the above said brand.
From this data we can interpret that the major market share is captured by rajhans
followed by vikas. These could be offering something which may serve a greater
value to the consumer other than what Amul serves.
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Q. 4) How much quantity of milk do you buy daily? (69 respondents)
1)500 ml. 2)1 ltr.
3) 2 ltr. 4)6 ltr.
No. of respondents 34 14 6 5
Sales
9%
10% 0.5ltr.
1 ltr
58% 2ltr
23%
6ltr
Interpretation:-
47
Q. 5 How frequently do you buy Amul milk?
1) Daily 2) As per required
No. of Respondent 53 32
Sales
0%
38% daily
Interpretation:-
About 62% of respondents aware about Amul Milk prefer to purchase it on daily
basis. There are considerably good amount of respondent who likes to purchase
Amul milk.
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Q.6) Which type of Amul milk do you purchase?
1)Amul gold 2)Amul tazza
3)Amul cow milk
No. of Retailers 24 19 16
Sales
0%
26% Amul tazza
33%
Amulgold
Amul cow milk
41%
Interpretation:-
Out of 69 respondents purchasing Amul Milk 41% prefer Amul Tazza, 33%
prefer Amul Gold and 26% Amul Cow Milk. Amul gold is purchase maximum
because of its quality and yet it is economical is what it can be inferred.
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Q. 7) Which factor do you prefer while buying of Amul milk?
1) Price 2) quality 3) packaging
No. Respondents 19 28 12
Sales
0%
20%
33% PRICE
QUALITY
PACKAGING
47%
Interpretation:-
Respondents purchasing Amul Milk prefer it majorly for its quality followed by
price and least preferred for its packaging. It shows that the consumers are
quality driven! Even though the packaging of the milk is not that attractive,
consumer simply picks it up due to its quality in product which is the biggest
plus for the Amul milk. Price could serve as secondary factor as costumer to get
happy with the product doesn’t pinch their pockets!
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Q. 8) Is the Amul milk conveniently available?
1) Yes 2) No
3) Rarely 4) Never
No. Respondents 55 09 11 10
Sales
10%
13% yes
No
12% rerely
65% never
Interpretation:-
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Q. 9) Are you satisfied with Amul milk?
3) Dissatisfied 4) natural
No. Respondents 42 19 9 15
Sales
9% satisfied
51%
Dissatisfied
23% nutual
Interpretation:-
51% of total respondents are highly satisfied by Amul Milk whereas 23% are
satisfied followed by 17% having neutral preference. Consumers are happy and
look to be loyal with the Amul brand. There are still 17% with the opinion of
neutral which shows the vagueness of the brand in masses.
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Q. 10) Would you suggest Amul milk to other consumers?
1) Yes 2) No
No. Respondents 35 18 15 17
Sales
17% yes
42% no
19% when asked
rarely
22%
Interpretation:-
42% of respondents would be happy to suggest Amul Milk to others where 19%
of them would suggest them when asked. It means that the quality of milk is so
high that the advertisement goes mouth to mouth and hence the consumers gets
multiplied.
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CHAPTER - 7
FINDINGS
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FINDINGS
Amul Milk is a well-known brand in the market that holds a good image
in market. This is visible because out of 100 respondent in survey, 85 has
its awareness.
69% of the audience surveyed in Nasik who have the awareness of Amul
as a product for packed milk (85 of the respondent) prefer to purchase it
than any other available milk suppliers.
It also implies from the above that 59 respondent out of 85 purchase
Amul milk which shows their interest in Amul as a brand.
There is little competition though in Nasik from the Loose milk
distributors in the market. This could be mainly because the people
psychology to buy fresh milk from their vicinity area of residency.
It is concluded from the survey that Vikas and Rajhans are the major
brands preferred by respondents rather than Amul Milk.
Amul Milk is mostly preferred for its quality which makes the price stand
second over quality and this is visible when the audience showed their
inclination towards quality (47% of the targeted audience)
Nasik consumer audiences are quite satisfied with the Amul milk and
they will still show the brand loyalty, they will also refer this brand to
others.
There is need of awareness in the market as there are people with neutral
response and it shows that they are not much aware of the brand.
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CHAPTER - 8
CONCLUSIONS
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CONCLUSIONS
Amul Milk can capture the market at quite an extent due to its brand image.
It has the quality worth its price and consumer will be satisfied with the offering.
Amul Milk is a trusted brand which helps it to increase its sales. To maintain
long term relation with consumer. Amul should concentrate on distribution and
somewhere it is not freely available.
It should also create and awareness among masses by advertising in the city
like Nasik and especially outskirts of Nasik.At the same time it should be at pace
with the other vendors to keep up that position and consumer satisfaction by
introducing more product lines. The survey sample showed quite positive
response and it is inferred that Amul would be the future of many!!
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CHAPTER - 9
SUGGESTIONS/ RECOMMENDATIONS
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SUGGESTIONS/ RECOMMENDATIONS
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ANNEXTURES
Questionnaire
1. Yes 2. No
1. Yes 2.No
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1)Amul gold 2)Amul tazza
1) Yes 2) No
3) Rarely 4) Never
3) Dissatisfied 4) neutral
1) Yes 2) No
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PHOTOGRAPHS
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63
64
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Bibliography
Books:
Websites:
www.Amul.Com
http://www.indiandairy.com/
http://www.amul.com/m/organisation
Wikipedia
http://www.amul.com/m/brands
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