Customer satisfaction towards b.m. munjal industries

SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTION TOWARDS B.M.

MUNJAL INDUSTRIES’ PRODUCTS

SUBMITTED TO

PUNJAB TECHNICAL UNIVERSITY, JALANDHAR

IN THE PARTIAL FULFILLMENT OF THE

REQUIREMENT FOR THE AWARD OF DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED BY

KARANVIR SINGH

UNIVERSITY ROLL NO. 1343943

A.S. GROUP OF INSTITUTES

KHANNA, LUDHIANA

2014

1

DECLARATION

I Karanvir Singh, University Roll No. 1343943 a full time bonafide student of

Master of Business Administration (MBA) programme of A.S Group of Institutes,

Khanna. I hereby certify that this project entitled “Customer satisfaction towards

B.M. Munjal industries products” carried out by me at B.M. Munjal Industries, the

report submitted in partial fulfillment of the requirements of the programme is an

original work of mine under the guidance of the industry guide Mr. Avinash

Malhotra and is not based or reproduced from any existing work of any other person

or on any earlier work undertaken at any other time or for any other purpose, and

has not been submitted anywhere else at any time.

Date:- Karanvir Singh

University Roll No. 1343943

2

ACKNOWLEDGEMENT

My sincere thanks to Avinash Malhotra for his valuable guidance and providing

me an opportunity to do this project. Without his assistance this project would not

have completed. This project was a great source of learning and as it has made me

aware of the way in which various methods being used at B.M. Munjal Industries.

I wish to express my gratitude to Mr. Vineet Munjal who helped me color the

mosaic of this report with the tiles of his knowledge and expertise by supervising me

in my project at B.M. Munjal Industries.

I would also like to thanks My Parents who borne all the inconvenience and

encouraged me to do better all the time.

KARANVIR SINGH

3

PREFACE

Practical knowledge is an important part of theoretical studies. Any professional

degree remains incomplete without practical exposure. The students are required to

develop deep into the intricacies of the human resource related activities. It covers all

that which remains uncovered in the classroom. It offers all that which remains an

invaluable treasure of experience. It offers an exposure to practical of management of

business organization. As we know well that practical knowledge plays an important

role in future building of an individual. One can easily overcome the fear from that

life in which he has to join as a member after sometime. Just theoretically knowledge

is not sufficient for the success of an individual to one should have practical

knowledge about theory of general life. I have been given an opportunity to gain

practical knowledge at B.M. Munjal Industries, Ludhiana. I availed of this

opportunity is a very satisfactory manner and I think it will be much beneficial for me

in future building.

The research and methodology includes the research procedure, research, research

design, sample design, data collection and finally limitations of study. The methods

used for conducting survey are by preparing a structured questionnaire and then

taking the views of respective respondents.

In last the findings and suggestions, which came out after going through the whole

survey of the organization are mentioned.

4

Contents

Ch. No. Title Page No.

1 INTRODUCTION

• Introduction to the topic

• Introduction of the company2 OBJECTIVES OF THE STUDY3 RESEARCH METHODOLOGY4 ANALYSIS & INTERPRETATION OF DATA5 FINDINGS & CONCLUSION6 SUGGESTIONS

BIBLIOGRAPHYAPPENDIXES

5

CHAPTER – I

INTRODUCTION

6

INTRODUCTION

INTRODUCTION OF THE TOPIC

In the modern world everything becomes close to everyone because of the

improvement in the science & technology and also in the research & development.

Innovation of new product changes the life style of common man. in the dynamic

enviroment it has become essential to have competitive edge over others in every

sphere of life.Faster mode of communication for any purpose can provide a solution

for this

A Few years back the telephone was considered to be an extra ordinary thing &

status symbol;but now most of the people are using basic telephone services & also

mobile phone has become a part of day today life.

In India cellular phones were introduced in mid of the nineties in the metro

cities but now most of the towns are connected by cellular network including

remote villages.

The overcoming of communication barriers has helped everyone to grow

relationship with others. Information & ideas are being exchanged at a faster rate in

order to update & enrich & leading them to prosperity

In order to have proper understanding of this study it is nesscary to discuss

some of the marketing related concepts.

DEFINITIONS

Marketing:

Marketing is a social & managerial process by which individuals & group obtain

what they need & want thought creating offering & exchanging products of value

with other.

Products defined as broadly to cover “any thing that can be offered to someone to

satisfy a need or want customer.

7

Customer Satisfaction

Though customer’s bye an industrial machinery or customer product or service

oriented products they all expect certain level of satisfaction of particular needs.

This needs-based satisfaction will depend upon customer’s perception of product or

service performance. The satisfaction derived will be in proportion to the difference

between actual performance and perceived performance of a product. The lower the

difference the greater will be the satisfaction.

The satisfaction can be defined as “a person’s feeling of pleasure or his

disappointment resulting from comparing a products perceived performance (or

outcome) in relation to his or her expectations”.

As this definition makes clear satisfaction is a function of perceived performance

and expectations. If the performance falls shorts of expectations, the customer is

dissatisfied. If the performance matches expectations the customer is satisfied. If the

performance exceeds expectations the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are first

satisfied still find it easy to switch when a better offer comes along. Those who are

highly satisfied are less likely to switch. High satisfaction or delights creates an

emotional affinity with the brand, not first a rational preference. The result is high

customer loyalty.

Buyer expectations are influenced by their past buying experience, friends and

associates advice and marketer and competitors information and promises.

Today most successful companies are raising expectation and delivering

performance to match. These companies aiming for T.C.S-Total customer

satisfaction. The challenge of implementing T.C.S is to create a company culture in

which every one within the company aims to delight the customer.

For customer-centered companies, customer satisfaction is both a good and

marketing tool. Companies that achieve that high customer satisfaction rating make

sure, that their target market knows it.

The companies must pay close attention to their customers defection rate ( the rate at

which they lose customers) and take steps to reduce it. Based on this the companies

are recognizing the importance of satisfying and retaining current customers.

The better approach for retention of customer is to deliver high customer

satisfaction.

8

TOOLS FOR TRACTING AND MEASURING CUSTOMER SATISFICTION

1) COMPLAINT AND SUGGESTION SYSTEM

A customer – centered organization makes it easy for its customer to deliver

suggestion and complaints. These information flows provide companies with many

good ideas and enable then to act more rapidly to resolve problem.

2) CUSTOMER SATISTFATION SURVEYS:

Most of the times the companies cannot use complaint levels as a measure of

customer satisfaction. Responsive companies offer a direct measure of customer

satisfaction, by conducting periodic surveys. They send questionnaires or make

telephone calls to a random sample of recent customers and ask their satisfaction

levels. While collecting satisfaction data it is also useful to ask addition questions to

measure the customers repurchase intention; this will be normally high if the

customers satisfaction is high.

3) GHOST SHOPPING:

Companies can hire persons as potential buyers to report their finding on strong and

weak points, their experience in buying the company’s and competitor’s products.

(4) LOST CUSTOMERS ANALYSIS

Companies should concentrate on customers who have stopped buying or who have

switched to learn why this happened. It is important to conduct exit interviews when

customer first stop buying and also monitor the customer’s loss rate which if

increasing indicate that the company is failing to satisfy its customers.

9

INTRODUCTION TO THE COMPANY PROFILE

Basic Information

Business Type

• Manufacturer

Industry Manufacturer of Cycle Parts, Sheet ComponentsRegistered Address 711, Industrial Area- B,

Ludhiana, 141002, Punjab, IndiaOwnership & Capital

Year of Establishment 2000Legal Status of Firm Registered Firm Owner’s Name Mr. Vineet Munjal

Mr. Amit Munjal

Infrastructure

Location Type Semi Urban AreaBuilding Infrastructure Permanent

Team & Staff

Total Number of Employees Upto 150 PeopleCompany USP

Quality Measures/Testing Facilities Yes

Packaging/Payment and Shipment Details

Payment Mode • RTGS • Cheque• DD • LC

Shipment Mode • By Road

We “B.M. Munjal Industries” are known among the most recognized and sought

after manufacturers of cycle parts & Sheet Components. Owing to our stringent

quality measures and advanced production facilities, we ensure that our range is at

par with the international standards and meet the specific application demands at

client's end. Since our inception in this segment we have built our reputation on the

platforms of quality cycle parts and sheet components at competitively priced and

timely delivery.

VISION

10

We are set with a vision of establishing ourselves as first class brand and corporate

image and to achieve this task we have strive our efforts in the satisfying our clients

with a flawless range of our products and by continuous after sale support.

PRODUCTS

• Cycle parts • B.B.Axles

• B.B.Cups

• Screw Races

• Free Wheels

• Check Nut • Sheet components • Spring Washers

• Galvanized Anchor Bolt

• Square and Plain Washer

• U-Clamps

CLIENTS

Our products have gained the trust of a large number of both domestic and global

clients. We maintain a cordial relationship with our valued clients and are

committed to deliver them products that provide superior functioning standards in

relevant industry applications.

TEAM

We have with us services of a team of energetic, ambitious, committed and

enthusiastic skilled and semi skilled professionals. Our well manned workforce and

highly competitive management has enabled our organization to climb the ladder of

success. Further the splendid planning & constant innovation in our approach has

also enabled our team to deliver outstanding end products.

FACTORS PEOPLE PREFER B.M. MUNJAL

11

Several factors that make us the precedence choice of our valued clients. Some of

these factors are mentioned below:

• Client centric approach

• Assurance of optimum quality in products

• Wide distribution network

• Ability to undertake bulk and urgent requirements

• Timeliness in deliveries

• Competitive pricing policy

QUALITY CONTROL

The objective of our Quality Policy is TOTAL CUSTOMER SATISFACTION.

Since inception we believe and strive for accomplishment of our objectives. The

scope of the quality policy is TOTAL QUALITY MANAGEMENT. To implement

this we have an integrated Quality Management System. We believe quality is a

never ending task so we strive to continuously improve on quality. Our quality

department is continuously involved in improving the process capabilities to achieve

higher standards of productivity by benchmarking with new improved processes

available.

INSPECTION

TESTING

Our quality department has identified 4 stages of inspection testing in our factory

right from the raw-material to finished products. Modern sampling techniques are

adopted to check conformity to critical parameters like; torque testing, chain shifting

etc..

1. Raw Material Testing : We have pre-defined standards for incoming raw materials

and all incoming raw- materials are tested approved by our quality department

before use. Only after approval from quality department, the same is cleared for

production.

2. In-Process Inspection : Inspection is done at regular intervals with the help of

modern testing inspection instruments. In-process inspections are carried out at

every stage of manufacturing assembly.

12

3. Final Stage Inspection : 100% visual inspection and operational efficiency of each

item is checked through modern sampling techniques and testing instrument.

INFRASTRUCTURE

We are greatly leveraged by an advanced infrastructure that is blessed with cutting-

edge technology features. The manufacturing unit, featuring sophisticated tools and

machines, operates on maximum installed capacity to achieve the target of optimum

production. R&D and quality monitoring unit is in total compatibility with this unit

for collaborative operations. To meet the ever-growing demand for Sewing machine

parts of different specifications, we are 24/7 ready to deliver consignments from our

spacious and well equipped warehouse.

All infrastructure facilities are manned and supervised by professionals, who are

masters in their own disciplines. Continuous maintenance and regular up gradation

and overhauling keep the machines in total productive sync.

QUALITY ASSURANCE

The whole organization is committed to ensuring quality as we understand that this

will be the mainstay of our relationship with our customers. And we can proudly

state that so far we have been successful in building up our reputation on the Quality

attribute of the product more than anything else. For us Quality comes first.

• The consistency of reliability and quality of products, process, services, manpower,

machinery and testing equipments has been the vital ingredient for the success of

our company.

• Product quality is assured through strict adherence to established quality system as

per International Standards. Modern sampling techniques are adopted to check

conformity to critical parameters set.

• The company also provides clean, congenial and commensurate work environment

to its employees thereby keeping the work force motivated and self driven to

provide their best to the company and our customers.

• As Quality in products/ services is what the customer gets and is willing to pay for,

so we rely upon our customers feedback on quality and their level of satisfaction as

a regular input for improvement, growth and to serve them with our best.

13

TIMELY DELIVERIES

We are committed to deliver its orders within the stipulated time, as it plays a vital

role in establishing a company as a reliable brand. Our wide distribution network

and flexibility in production and workforce enable us to meet this objective. We

have easy access to our raw materials and thus are capable to fulfill bulk and

immediate requirements of our clients.

RESEARCH & DEVELOPMENT

We do not believe in resting on our past achievements. With research and

development, we have embarked upon a futuristic trail that ensures product

innovation and development of highest industrial standard. Our R&D cell is the

center of all innovative ideas and actions that the manufacturing unit puts to good

use. Our research professionals are highly qualified professionals whose research

findings are leveraged by technological back up.

In order to offer our clients the best category of Sewing machine parts and allied

products, we carry out extensive research, both laboratory and market research, to

hit upon the right combinations. This kind of dual research supports us in identifying

and offering solutions to client requirements. Researchers' extensive study supports

us to incorporate the changes required to align with the client specifications. Our

R&D comprises the following aspects:

• Timeliness

• Wastage control

• Anti-corrosiveness

• Quality of the product

• Upgraded production process

WAREHOUSE & PACKAGING

To meet the ever-growing product demand for Cycle parts products, we have

installed a spacious warehouse where consignments are stocked for timely delivery.

Our well-equipped warehouse is segregated into neat rows to stack up the range

according to product category and date of delivery. This supports identification and

14

retrieval during the time of delivery. A well ordered inventory system keeps check

of product availability in the warehouse and warehouse maintenance.

The packaging unit attached to the warehouse makes use of damp-proof and sturdy

packing materials for packaging the consignment in most protective manner. This

guarantees safe and damage-proof delivery to customers. Association with reliable

C&F agents and transport companies ensure swift logistics and speedy delivery.

CLIENT SATISFACTION

Our Client-centric approach is at the back of all our efficient business policies. Our

wish to see the client happy, makes us walk the extra mile to maintain high standard

in our product range. We constantly upgrade product range in terms of quality,

innovation and expansion, just so our clients get the best benefits from our range in

order to enhance their own productivity. Further, product customization ensures

clients in divergent industries are served in most critical manner. Our policy is to

address our client's minutest specifications. Following are the measures we take to

serve our clients to the best of our abilities:

• Customization

• Supreme quality

• On-time delivery schedules

• Technical soundness

• Economical product prices

PRODUCTION MACHINERY

To meet the rising demand of our customers of our rolls, we have 30 lathe machines,

shaping machine, grinding machine, Hardness testing and three types of melting

furnaces.

The company has a huge industrial complex besides a well equipped laboratory for

research & quality control of our products. Chemical laboratory for wet analysis

spectrometer (20 elements, 23 channels with cutting and polishing machine)

15

CHAPTER – II

LITERATURE

REVIEW

17

CHAPTER – III

RESEARCH

METHODOLOGY

18

OBJECTIVES OF THE STUDY

To study the customer attitude towards B.M. Munjal Industries Products.

To know influencing factor to buy Products from B.M. Munjal Industries.

To know the satisfaction level of customers.

To know the customer opinion about products of B.M. Munjal Industries.

RESEARCH METHODOLOGY

In this chapter, the methodology followed in conducting the research has been

described. Details regarding the research design, data collection questionnaire,

sampling plan, area of the study and statistical tools used have also been given.

Research – Research is common parlance refers to a search for knowledge. The

Advanced Learner’s Dictionary of Current English lays down the meaning of

research as “A careful investigation or inquiry especially through search for new

facts in any branch of knowledge”

RESEARCH METHODS

Those methods which are used by the researcher during the course of studying are

research problem are termed on research methods.

RESEARCH METHODOLOGY

The research methodology, not only the research methods are but also consider the

logic behind the methods. They are in the contest of our research studied. And

explain why we are using a particular method or techniques and we are not using

others.

DESCRIPTIVE RESEARCH DESIGN

In includes surveys, and facts finding enquires of different kinds. The manor

purpose of descriptive research is description of state of affairs on it exists at

present. The main character of this method is that the researcher has no control

threw over the variables. He can report what has happen or what is happening.

SOURCES OF DATA COLLECTION

Research will be based on two sources:

1. Primary data

19

2. Secondary data

1) Primary Data:

Questionnaire: Primary data was collected by preparing questionnaire and the

customers were randomly being requested to fill them.

2) Secondary Data:

Secondary data will consist of different literatures like books which are published,

articles, internet and websites.

COLLECTION OF DATA

The data were collected from the respondents through the distribution of

questionnaire.

AREA OF THE STUDY:

This study covers Ludhiana city only.

SAMPLE SIZE:

The sample size of this study is 100.

TOOLS FOR ANALYSIS:

With the usual statistical tools such as tables, percentages, bar charts were used for

analyzing the data and arriving at the conclusion.

QUESTIONNAIRE DESIGN

A standardized questionnaire to collect data on beliefs, feelings and attitudes from the

respondents is being used and also the researchers have contributed this effort in

framing the questionnaire. The purpose of the study is explained clearly to the

respondents. So, nothing about the purpose of study is concealed from the respondents.

CLOSED ENDED QUESTIONS

In these questions, the respondents are given choices in which he/ she has to select one.

20

ANALYSIS OF THE DATA

The data collected through questionnaires have been tabulated. By using the above

mentioned statistical tools, the data have been analyzed. Interpretations have been

drawn based on the analysis. The findings and observations are the result and outcome

of the interpretations made during the course of analysis.

PRESENTATION OF THE REPORT

Tables and figures have been used wherever necessary to facilitate the analysis and

interpretation. Explanations for the tables were given wherever necessary.

21

CHAPTER – IV

DATA ANALYSIS

AND

INTERPRETATION

22

DATA ANALYSIS AND INTERPRETATION

Table 1: Distribution of Respondents on the basis of Factor of attraction.

S.NO. ATTRACTION FREQUENCY PERCENTAGE01 Price 05 05.0

02 Package 10 10.0

03 Quality 67 67.004 After Sales Services 12 12.005 Company image 06 06.0

TOTAL 100 100.0

Chart 1: Distribution of Respondents on the basis of Factor of attraction.

Interpretation:

It is clear from the above table that 67.0% of respondents have attracted by the

quality of this product, 12.0% of them are attracted by after sale services, 10.0% of

the respondents are attracted by means of packing, 06.0 of them are attracted by the

image of the company and only 05.0% of are attracted by means of price.

Table 2: Distribution of Respondents on the basis of Factor of loyalty.

23

Price , 5%

Packaging , 10%

Quality , 67%

After Sale services , 12%

Company Image , 6%

0%

10%

20%

30%

40%

50%

60%

70%

Price Packaging Quality After Sale services Company Image

Interpretation

It is clear from the above table that 49.0% of respondents are agree, 20.0% are

indifferent, 12.0% strongly agree, 10.0% strongly disagree and 09.0% disagree with

the statement of loyalty.

Table 3: Distribution of Respondents on the basis of Quality

24

S.NO. LOYALTY FREQUENCY PERCENTAGE

01 Strongly disagree 10 10.0

02 Disagree 09 09.0

03 Indifferent 20 20.0

04 Agree 49 49.005 Strongly agree 12 12.0

TOTAL 100 100.0

Strongly disagree , 10%

Disagree , 9%

Indifferent , 20%

Agree , 49%

Strongly Agree, 12%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Strongly disagree Disagree Indifferent Agree Strongly Agree

Interpretation

It is clear from the above table that 38.0% of respondents fall in the category of

excellent, 34.0% under very good, 25.0% under good, 03.0%under fair and 00.0%

fall under the poor.

Table 4: Distribution of Respondents on the basis of Price.

25

S. NO. Quality Frequency Percentage

01 Excellent 38 38.0

02 Very good 34 34.003 Good 25 25.0

04 Fair 03 03.005 Poor 00 00.0

Total 100 100.0

Excellent , 38%

Very Good , 34%

Good , 25%

Fair , 3%

Poor , 0%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Excellent Very Good Good Fair Poor

S.NO PRICE FREQUENCY PERCENTAGE

01 Very high 28 28.0

02 High 44 44.0

03 Normal 25 25.0

04 Low 02 02.005 Very low 01 01.0

TOTAL 100 100.0

Interpretation

It is clear from the above table that 44.0% of respondents think that price is high,

28.0% very high, 25.0% normal, 02.0% low and 01.0% of respondents think the

price is very low.

Table 5: Distribution of Respondents on the basis of Package.

26

Very high , 28%

High , 44%

Normal , 25%

Low , 2% Very Low , 1%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Very high High Normal Low Very Low

Interpretation

The above table shows that 60.0% agree with the packaging, 22.0% are indifferent,

06.0% are strongly agree,06.0% disagree and 06.0% strongly disagree with the

packaging.

Table 6: Distribution of Respondents on the basis of Promotional

tools.

27

S.NO PACKAGE FREQUENCY PERCENTAGE


02 Disagree 06 06.003 Indifferent 22 22.004 Agree 60 60.005 Strongly agree 06 06.0

TOTAL 100 100.0

Strongly disagree , 6%Disagree , 6%

Indifferent , 22%

Agree , 60%

Strongly Agree , 6%

0%

10%

20%

30%

40%

50%

60%


S.NO. PROMOTIONAL

TOOLS

FREQUENCY PERCENTAGE


02 Disagree 18 18.0

03 Indifferent 26 26.0

04 Agree 45 45.0

05 Strongly agree 03 03.0

TOTAL 100 100.0

Interpretation

The above table shows that 45.0% agree with the promotional tools used, 26.0% are

indifferent, 18.0% disagree, 08.0 % strongly disagree and 03.0 % strongly agree.

Table 7: Distribution of Respondents on the basis of Quality.

28

S.NO. QUALITY PERCENTAGE FREQUENCY01 Excellent 34 34.002 Very Good 28 28.003 Good 35 35.004 Fair 03 03.005 Poor 00 00.0

TOTAL 100 100.0


Disagree , 18%

Indifferent , 26%

Agree , 45%

Strongly Agree , 3%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%


Interpretation:

It is shown from the above table that 35.0% of the respondents are having good

attitude towards the quality of this product, 34.0% having excellent attitude of the

quality towards this product, 28.0% of them says as a very good quality and only

03.0% have a fair about the quality of this product.

Table 8: Distribution of Respondents on the basis of availability.

29

Excellent , 34%

Very Good , 28%

Good , 35%

Fair , 3%

Poor , 0%

0%

5%

10%

15%

20%

25%

30%

35%

Excellent Very Good Good Fair Poor

Interpretation

This is clear from the above table that 49.0% of the respondents are agree with the

availability of this product, 24.0% says indifferent availability of this product,

06.0% of them are strongly disagree with the availability and 05.0% of them are

strongly agree with the availability of this product.

Table 9: Distribution of Respondents on the basis of Brand Image.

S.NO. BRAND IMAGE FREQUENCY PERCENTAGE

30

S.NO. AVAILABILITY frequency Percentage


02 Disagree 16 16.003 Indifferent 24 24.004 Agree 49 49.0

05 Strongly agree 05 05.0

TOTAL 100 100.0


Disagree , 16%

Indifferent , 24%

Agree , 49%

Strongly agree, 5%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Strongly disagree disagree Indifferent Agree Strongly agree

01 Strongly disagree 08 08.002 Disagree 07 07.003 Indifferent 24 24.0

04 Agree 52 52.005 Strongly agree 09 09.0TOTAL 100 100

Interpretation

The above table shows that 52.0% are agree ,24.0% are indifferent , 09.0% are

strongly agree, 08.0% are strongly disagree and 07.0% are disagree.

Table 10: Distribution of Respondents on the basis of Attitude.

S.NO. ATTITUDE FREQUENCY PERCENTAGE01 Highly Positive 20 20.002 Positive 42 42.003 Neutral 27 27.004 Negative 11 11.0

31

S tro ngly dis a gre e , 6% D is a gre e ,

16%

Indiffe re nt , 24%

A gre e , 52%

S tro ngly a gre e , 5%

0%

10%

20%

30%

40%

50%

60%

Strongly disagree disagree Indifferent Agree Strongly agree

05 Highly Negative 00 00.0

TOTAL 100 100.0

Interpretation

The above table shows that 42.0% are having positive attitude, 27.0% are neutral,

20.0% are highly positive and 11.0% are having negative attitude cycle products.

32

Highly Positive , 20%

Positive , 42%

Neutral , 27%

Negative , 11%

Highly Negative , 0%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Highly Positive Positive Neutral Negative Highly Negative

Table 11: Distribution of Respondents on the basis of change.

S.NO. CHANGE PERCENTAGE FREQUENCY01 Price 43 43.0

02 Package 33 33.0

03 Quality 7 07.004 After sale services 17 17.0

TOTAL 100 100.0

Interpretation

The above table shows that 43.0% will change to products of other companies if

there is any change in price of B.M. Munjal Industries, 33.0% fall in packaging

category, 17.0% fall in after sale services category, and 07.0% fall in quality

category

33

Price , 43%

Packging , 33%

Quality , 7%

After Sales services , 17%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Price Packging Quality After Sales services

Table 12 : Distribution of Respondents on the basis of Satisfaction.

Interpretation

The above table shows that 62.0% agree ,19.0% are indifferent, 08.0% are strongly

agree , 08.0% are disagree and 03.0% are strongly disagree .

34

S.NO. SATISFACTION FREQUENCY PERCENTAGE

01 Highly Dissatisfied 03 03.002 Dissatisfied 08 08.0

03 Indifferent 19 19.004 Satisfied 62 62.005 Highly Satisfied 08 08.0

TOTAL 100 100.0

Highly Dissatisfied, 3%

Dissatisfied , 8%

Indifferent , 19%

Satisfied , 62%

Highly Satisfied , 8%

0%

10%

20%

30%

40%

50%

60%

70%

Highly Dissatisfied Dissatisfied Indifferent Satisfied Highly Satisfied

Table 13: Distribution of Respondents on the basis of Information

about new products.

S.NO. INFORMATION

ABOUT

NEWPRODUCTS

FREQUNCY PERCENTAGE

01 Always 37 37.002 Usually 16 16.0

03 Sometimes 32 32.004 Never 15 15.0

TOTAL 100 100.0

Interpretation

The above table shows that 32.0% are sometimes informed about new products

37.0% very often, 16.0% often and 15.0% never.

35

Always , 37%

Usually , 16%

Sometimes , 32%

Never , 15%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Always Usually Sometimes Never

CHAPTER –V

FINDINGS

&

CONCLUSION

36

FINDINGS

From the survey I found that the customers came to know about the B.M. Munjal

Industries brand products through advertisement this means that they have strong

medium of advertisement.

Through my survey, I came to know that most of the customers buy B.M. Munjal

Industries because of their quality.

It was observed that most of the customers expressed their unhappiness over the

price of B.M. Munjal Industries despite this the customers prefer the B.M. Munjal

Industries because of the quality and it shows that customers are very loyal towards

the B.M. Munjal Industries brand products.

During the study it is found that packaging of products is excellent, so we can say

that packaging is at its best level, which is also an influencing factor to attract the

customers.

It is inferred from the analysis that maximum no respondents agree that promotional

tools used by company are good and attractive.

During the study it is found that the brand image of B.M. Munjal Industries Nuts

and Bolts is good as compared to other Nuts and Bolts products in the market.

During the study it is found that customers have positive attitude towards the B.M.

Munjal Industries products.

Through my survey, I came to know that most of the customers are satisfied with the

B.M. Munjal Industries brand cycle products.

Customers do not differ in their opinion about the factor attracted to buy B.M.

Munjal Industries brand cycle products on the basis of age.

Customers do not differ in their opinion about the price of B.M. Munjal Industries

brand Nuts and Bolts on the basis of age.

Customers do not differ in their opinion about the attitude towards B.M. Munjal

Industries brand Nuts and Bolts on the basis of age.

Customers do not differ in their opinion about the satisfaction level towards B.M.

Munjal Industries brand Nuts and Bolts on the basis of age.

37

CONCLUSION

It is concluded that brand equity might be influenced by attribute knowledge more

than customer preference. This may be due to customer biasness and prejudice,

Customers’ product evaluations are influenced by memory. The biasness can be

reduced by having current information, experience and knowledge. Therefore, it’s

not surprising that brands that customers believe offer superior value are most

preferred brands chosen often. Brands with higher equity resulted in greater

preferences and high market shares.

Price is one of the attribute used by customers to evaluate a product. Price can

sometimes be an indicator of quality; with a higher price indicating higher quality.

Customers perceive that a higher price can be attributed to the higher cost of quality

control. Some customers are highly price sensitive; where by a high prices may shift

customers to Competitive brands. Therefore price can have a positive or negative

influence on customers.

38

CHAPTER –VI

SUGGESTIONS

39

SUGGESTION

From the survey of customers it is clear that not only brand positioning, brand image

and customer demands are not only controlling factors of the sale of product of the

company but the attitude and satisfaction also play a major role. B.M. Munjal

Industries should thus focus on the following points:

To retain existing customers means offering the best scheme. This would

automatically attract new customers. B.M. Munjal Industries need not spend on

advertisement to attract new customers.

Know the customer needs and understand them thoroughly before they know them

themselves.

There should be no compromise in quality and the availability of Nuts and Bolts.

Let the customers define what attributes are important. Know the customer’s

requirements, expectations, and wants.

Benchmark the data against competitors, and identify competitive Strengths and

weaknesses.

To use technology to improve customer service and enable a greater degree of

customer differentiation in order to deliver unique customer interactions.

Be committed to getting better and better and better.

40

BIBLIOGRAPHY

41

BIBLIOGRAPHY

Kothari C.R., “Research Methodology”, 2nd edition, New Age International

Publishers.

Kotler Philip, “Principles of Marketing”, 11th edition, Prentice-Hall, New Delhi.

Robbins P. Stephen , “Organizational Behavior, New Age International Publishers.

Nair Suja, “Customer behavior and Marketing” Himalaya Mumbai.

Kotler Philip and Armstrong Gery, “Principles of Marketing” , 12th edition,

Prentice-Hall, New Delhi.

www.hotfrog.in/Companies/bmmunjalindustries_1950691

http://www1.businessindex.com.ng/CompanyProfile.aspx?

MfgCode=9833579&mfgpaid=n

42

http://www.hotfrog.in/Companies/bmmunjalindustries_1950691

ANNEXURE

43

QUESTIONNAIRE

Name …………………………..

Age……………………………...

Contact No…………………….

1. Which factor attracted you to buy B.M. Munjal Industries products?

(a) Price [ ] (b) Package [ ]

(c) Quality [ ] (d) After sale services [ ]

(e) Company image [ ]

2. Are you loyal to B.M. Munjal Industries brand products ?

(a) Strongly disagree [ ] (b) Disagree [ ]

(c) Indifferent [ ] (d) Agree [ ]

(e) Strongly agree [ ]

3. According to you B.M. Munjal Industries are:

(a) Excellent [ ] (b) Very Good [ ]

(c) Good [ ] (e) Fair [ ]

(f) Poor [ ]

4. According to you prices of B.M. Munjal Industries is?

(a) Very high [ ] (b) High [ ]

(c) Normal [ ] (e) Low [ ]

(f) Very low [ ]

5. Packaging of B.M. Munjal Industries is good and attractive:




44

6. Promotional tools used by B.M. Munjal Industries are good and modern:




7. What do you feel about quality of B.M. Munjal Industries products?

(a) Excellent [ ] (b) Very Good [ ]

(c) Good [ ] (e) Fair [ ]

(f) Poor [ ]

8. B.M. Munjal Industries products are available everywhere any time:




9. Brand image of B.M. Munjal Industries products is good as compared to

other products:




10. Your attitude towards B.M. Munjal Industries products is:

(a) Highly positive [ ] (b) Positive [ ]

(c) Negative [ ] (d) Highly negative [ ]

11. You will change to other products in case there is any change in:

(a) Price [ ] (b) Package [ ]

(c) Quality [ ] (d) After sale services [ ]

45

12. Are you are satisfied With B.M. Munjal Industries?

(a) Highly Dissatisfied [ ] (b) Dissatisfied [ ]

(c) Indifferent [ ] (d) Satisfied [ ]

(e) Highly Satisfied [ ]

13. Do you informed about the products of B.M. Munjal Industries?

(a) Usually [ ] (b) Always [ ]

(c) Sometimes [ ] (d) Never [ ]

14. Any Suggestions?

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

Signature of Respondents

46

Customer satisfaction towards b.m. munjal industries

Documents

Transcript of Customer satisfaction towards b.m. munjal industries