A

PROJECT REPORT

ON

“CUSTOMER SATISFACTION OF JALARAM FURNITURE”

SUBMITTED IN

PARTIAL FULFILMENT FOR

THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

(BBA)

SUBMITTED BY

ANTALA VIJAY BHAGVANBHAI 02

PROJECT GUIDE

MR. HORMAZ D. PATEL

THE SURAT PEOPLE’S CO.OP.BANK COLLEGE OF BUSINESS

ADMINISTRATION, UDHNA,

SURAT

2010-11

Industry Profile

1. INDUSTRY DETAIL

1.1 World Furniture Industry

Furniture industry has changed over the years. It no longer restricts itself to a production of a

chair or a table or a bed but today it includes manufacturing of a range of furniture and home

furnishings and designed interiors which spell class and elegance. There is a boom time for

furniture industry. Every country sport a string of furniture showrooms of all kinds and sizes.

Changing lifestyle, disposable incomes, economy growth, increasing migration to urban areas

have all contributed to the demand for furniture and in turn the growth of the furniture industry

aswhole. Furniture industry comprises not only the production of a wide range of products

related to office, living room, bedroom, kitchen , garden, school furniture but also mattresses,

furnishings, upholstery, parts of furniture etc. A wide variety of raw materials are used in

production of furniture like wood, rattan, plastic and metal and more recently silver. Including

various varieties of wood, wooden furniture is the major production and exports of the furniture

industry in almost every country.

1.2 The world furniture market :-

World production of furniture is worth about US$ 376 billion in current US$. This estimate is

based on CSIL processing of data from official sources, both national and international, that

cover the 60 most important countries.The seven major industrial economies (which are, in order

of furniture production, the United States, Italy,Germany, Japan, France, Canada and the United

Kingdom) together produce about US$ 159 billion. The furniture production of all high income

countries combined covers 58% of the world total.Furniture production in middle and low

income countries currently amounts to 42% of the world total in value.There are three countries

(China, Poland and Vietnam) where production is increasing rapidly thanks to investments in

new plants especially designed and built for exports.World furniture trade basically involves 60

countries. The leading importers are the United States, Germany,France and the United

Kingdom. The major exporters are China, Italy, Germany and Poland.

1.3 The “World Furniture Outlook 2010”

In 2009 the world economy was in recession and furniture demand has decreased in all large

furniture markets (i.e. those selling more than US$ 10 billion of furniture at retail prices), with

the exception of China and India.Conditions are expected to stabilize in 2010 and substantial

growth is expected in China, India and Russia.Other major markets (the US, Canada, Australia,

South Korea) will grow moderately. In all other large markets demand will be either stagnant or

decreasing.

1.4 Furniture consumption in large markets, 2009 and 2010. Forecasts of

yearly changes in real terms

Real change forecasts

2009 2010

UNITED STATES -10% 1%

CHINA 6% 6%

GERMANY -5% 0%

ITALY -11% -1%

UNITED KINGDOM -10% -5%

FRANCE -4% 0%

JAPAN -10% 0%

CANADA -3% 1%

SPAIN -10% -5%

INDIA 5% 6%

AUSTRALIA -1% 1%

SOUTH KOREA -5% 1%

RUSSIA -10% 3%

1.5 INDIAN FURNITURE INDUSTRY

The furniture industry in India is considered as a “non organized” sector, with handicraft

production accounts for about 85% of the furniture production in India. The furniture sector in

India only makes a marginal contribution to the formation of GDP, representing just a small

percentage (about 0.5%).Among all the types of furniture used, office furniture segment is the

one that boasts the most important companies, both from the point of view of size and of the

technological innovation of the production. The furniture industry employs a total of around

300,000 workers.

1.6 Size of Indian Furniture Market

Indian Furniture market is estimated to be more than Rs. 60,000 cr. The industry is dominated by

the unorganized sector, which constitutes 90% of the market. The organized furniture market is

at 10% and growing at about 35% CAGR. Furniture segment comprises 65% of the home market

& 35% of Institutions. The entire Home decor category spends, furniture accounts about 68% of

the share while remaining 32% comprises of furnishings and home improvement. Imported

furniture constitutes to 85% of the total organized furniture industry in the country.

India imports furniture from Italy, Germany, Spain, China, Korea, Malaysia, Indonesia and

Philippines.

1.7 FACTS

The Indian furniture industry is estimated at around Rs 35,000 crore (Rs350 billion). Eighty-five

per cent of this falls into the unorganized sector.

The share of the wooden furniture market is around Rs.60 crore (Rs.600 million).

According to a World Bank study, the organized furniture industry is expected to grow by 20 per

cent a year and India, Russia and Brazil will witness a boom.

The range of indigenous furniture available in India includes both residential and contract

system furniture, with an increased concentration in office and kitchen furniture.

Manufacturers in India generally use a three-tier selling and distribution structure, comprising

the distributor, wholesaler and retailer.

The current imports are mainly from Italy, Germany, Spain, China, Korea, Malaysia, Indonesia,

the Philippines and Japan.

It has been estimated that the top 784 urban centers contribute 41 per cent to the total consumer

furniture market. A and B type cities together contribute 33 per cent of the total market.

1.8 Indian furniture exports and imports by country and product:

- office furniture

- kitchen furniture

- upholstered furniture

- non-upholstered seats

- bedroom furniture

- other furniture

- seats parts

- furniture parts

1.9 COMPANIES

- AadhiArts,

- Anugraha Wood Products Ltd,

- Bhutan Board Exports Ltd,

- Brite Safe Co,

- Climpex India,

- Cum-Bed Industries,

- Deeco,

- Durga Interiors,

- Ecowood Ltd,

- Elfur Industries (I) Pvt Ltd,

- Featherlite Production Ltd,

- Feroke Boards Pvt Ltd,

- Gek Wood Pvt Ltd,

- Comma Wood Products,

- Hexagon Heavea Processors,

- Hyrange Wood Treats Pvt Ltd,

- I-Dzine,

- Jacteek Furniture Pvt Ltd,

- Justart Etc,

- Keshavial Mangubhai & Co,

- Kotcharla Industries,

- Lamiwud, Lily Art,

-Modern Woodtech,

- Narmada Industries,

- Nilambur Good Wood Pvt Ltd,

- ODver Furniture,

- Ozigo Interiors,

- Pace Furniture,

- Premani Products,

- Quetzel Designs India Pvt Ltd,

- Rathore’s,

- Riddhi Furniture Products,

- Sivasakthi Woodworks,

- Sudama Furniture Pvt Ltd,

- Talin Modular Office Furniture System,

- Tirupati Coirs Pvt Ltd,

- Unique Wood Industries,

- Usha Shriram Furniture Industries,

- V3 Engineers,

- Vishal Chairs,

- Western India Plywood Ltd,

- Woodmart Interiors Pvt Ltd.

1.10 Indian Wooden Furniture Industry 2010

19 October 2010- Indian wooden furniture is appreciated worldwide for its graceful looks and

durability. Fortunately for India, the popularity of Indian furniture is growing with leaps and

bounds in today's date. The furniture industry output by the end of the current fiscal year is

estimated at US $8 billion. The timber producing sector of India comprises of hundreds of small

and medium scale wood companies which account for around 85% of the total output. Though,

the bigger enterprises and exporters tactfully strike a decent balance with the smaller firms. The

boom in the Indian furniture industry has got a lot to do with the growing housing and tourism

sector. So much so, that for the next five years, furniture sector output is expected to grow by

15% per year!

The numerous Indian wood furniture manufacturers source the raw material from the local agro

forestry plantations. These plantations mainly consist of the following wood type-

Babul/Kikar (Acacia Arabica), Sissoo (Dalbergia Sissoo), Neem (Melia Azadirachta) and Mango

(MangiferaIndica).

These woods are most often used to make antique style furniture pieces. Apart from the major

furniture articles like sofa sets, dining table etc., smaller pieces of furniture such as wooden

stools for household purposes, or wooden desks for schools etc. are also quite favored items.

Going by the booming trends of the Indian wood industry, the government of the country too has

taken worthy steps for promoting the signature Indian wood work, wooden industries and

plantation farmers in this particular sector. Currently the agro-forestry plantations are able to

provide a sustainable harvest of approximately half a million cubic meters per year. Owing to the

improvement trends in the wood industry, more than 150 sawmills have been reopened which

has effectively generated business as well as employment in the sawmill sector. Together with

this, a number of new industrial licenses for medium and large scale wood working units are

lying pending for approval.

1.11 Growth Of The Furniture Industry In India

India is a land of wonderful and marvelous artistic work of wood. The rich handicraft and

beautiful traditional attributes of art and design have established a reputation of Indian Furniture

Industry in the nation and worldwide. The exceptional designs, rich, compact, and luxurious

trends and, not the least, the supreme quality have given elegance to the furniture segment in the

traditional as well as modern aspect.

The fast emerging concept of standard lifestyle, interior designing, sense of comfort and

architecture has given Furniture Industry an essential ever growing platform and thus

empowering the industry to be termed as great manufacturers and exporters of grand quality

furniture in terms of art, style, technology and beauty. And of course, globalization and media

are also strong factors to give rise to the industry. The strongest factor for this upraise is the huge

investment done by the foreign manufacturers and the credit definitely goes to versatile range of

products by the industry.

The Indian wooden furniture industry is generating approximately a turnover of Rs 3,500 crore

annually. The market of wooden furniture solely owns the share of nearly Rs 60 crore. And as

per one of the survey done recently, the industry is expected to grow by 20 percent in coming

times.

The marked development of the industry has enhanced the leading foreign brands to budget in

their confidence and money in Indian Furniture Industry. The world market now feels pleasure

and confident to join hands with Indian Furniture brands, to name few are Godrej & Boyce

Manufacturing Co. Ltd., Furniturewala, Zuari, Yantra, Renaissance, N R Jasani & Company,

Furniture Concepts, Durian, Kian, Millenium Lifestyles, Truzo, PSL Modular Furniture, BP

Ergo, Tangent, Featherlite and Haworth and much more to add to the growth of the industry.

To conclude the vast development and growth of the industry, it can be well quoted that it has

infact become a great pride for the nation to hold a magnificent impact for its fine art and

marvelous work in furniture all over the world. The future is with too many bright colours of

growth miles and miles ahead in terms of unique furniture of all trends to occupy every thought

of decorating or renovating the era for decades and decades. Three cheers for the excellent

growth of Indian Furniture Industry

1.12 FUTURE OF THE INDIAN FURNITURE INDUSTRY

The visible consumption of furniture is estimated to be 15 USD per year per inhabit but this

average hides wide variation in populations and in cities. Usually, a manufacturer or a craftsman

has his own store(s) where he presents products or imported furniture. Consumers choose in the

store or order bespoke furniture. India presents a favorable outlook to sell furniture and one

expects the furniture industry to grow further in the coming years. Two important reasons for this

are: First India’s large size and; Secondly, Indian tastes have started to be more refined and

Indian people are looking for more western furniture style. The prospect of the furniture sector in

India seems positive. Several agreements have been signed between local producers looking for

technology and European companies trying to reach a market or to reduce their costs. The

current imports are mainly from Italy, Germany, Spain, China, Korea, Malaysia, Indonesia

Philippines and Japan. Now, foreign companies can invest up to 100% in most of the

manufacturing industries in India, including furniture. The dividends earned are exempt from

taxes and may be repatriated to their country of origin. It is thus obvious that many foreign

companies see India as a country with a strong commercial appeal both as an emerging market

and as an economic partner in possible collaboration between small to medium-sized companies.

The options open to the foreign entrepreneur wanting to penetrate the Indian market are:

→ set up a joint venture with an Indian partner.

→ acquire a local company.

→ set up an office to co-ordinate organizational activities between the company operating in

India and the controlling company.

→ set up a Distributor/Wholesaler/Agent with a dealer network.

A recent on-field UEA research, co-funded by the European Commission, has allowed to

identified some 150 Indian companies (furniture manufacturers and retailers but also banks,

hotels, enterprises) wishing to start commercial and/or industrial co-operation with EU

counterparts. Their company profiles are quite complete. Legislation on various ways of setting

up business and on intellectual property rights exists as well as a lot of advantages for foreign

companies to establish business alone or with partners in India. Indian government is

continuously taking steps to minimize entry-exit barriers for foreign companies and government

is facing pressure to liberalize the duty structure. Further, in comparison with other countries

such as China and Mexico, where the time required to start a business is less, India still involves

more legal fulfillments.

Company detail

2. COMPONY DETAIL

One of the largest manufacturing companies with latest plants and machinery is started in 1983

by Mr.Govindbhai Patel, who is the visionary, technocrat & a person of pragmatic approach.

The timely adaptation of cost effective production techniques in association with group of

doyens from national level branded steel furniture and office equipment industries, he could

prove that in any business, sharing of ‘Power of Knowledge’ and ‘Speed of Decision’ can play a

decisive role in its success. In the present era of cut-throat competition, systematic control

of cost and undesirable overhead expense is the only way to bring a quality product at a

competitive and reasonable rate.

2.1 Showroom at Varachha (Surat)

Company has established more than 5 production facilities in different locations so that most of

the non-critical components are manufactured at a minimum cost by availing various tax

benefits. At the same time, in socio-economic front, most of its integration activities have

generated employment opportunities for many people directly as well as through various

ancillary units. Jalaram is a regional based company and the company wants to perform better to

go to the national level. Jalaram furniture manufactures various products like wooden, plastic

and steel furniture. The main factory is at Laskana (25 kms. from Surat city), the second largest

of its kind, with its latest plants and machineries, is monitored by Mr.Karshanbhai Patel.

2.2 Factory at Laskana (Surat)

In this Factory they use Latest Technology machineries and very educated employees and

workers work in this factory. The Jalaram Steel furniture Pvt. Ltd. has got the ISO 9001:2000

certificate in 2003. Jalaram is the first steel furniture company from Gujarat having received

above certification. Jalaram has a basic Philosophy and policy of manufacturing and supplying

only quality product experience and qualified engineer are looking after the production facilities

under the direct control of managing director Mr. Karshanbhai Patel and his son.

Company has got distributor, dealer supported by trained sales and service personnel in all

important city and towns to provide timely service to there customer in addition to company has

strongly centralized marketing setup to directly look after order of bulk customer under the direct

supervisor of marketing manager. Jalaram company manufacture wooden, plastic furniture and

its marketing department handle by Mr.K.K.Soman (Marketing Manager) who has got more

than two decades of marketing experience in steel furniture and security equipment, during his

senior level association with M/S Chandan Metal Product.

Its main product is custom made furniture for Office household, Computer centre, Hospital,

Educational institutional, Canteen etc. Its main finance is State Bank of Saurasthra at Varachcha

Road, Surat. In this organization the main raw material used is CRCA Steel, Paint (Liquid and

Powder) primer, locks anti-rust treatment chemical particle board tops and other standards

accessories, company. The entire Jalaram products are warranted for a period of 24 months

against any manufacturing defects or faulty workmanship.

2.3 People behind the company

B.O.D NAME

CMD Mr. Govindbhai Patel

Director Mr. Karshanbhai Patel

Director Mr. Rajubhai Patel

Director Mr. Rajeshbhai Patel

General manager Mr. K.K. Somam

.

2.4 Manufacturing  

jalaram Steel Furniture (P) Ltd., One of the largest manufacturing companies with latest plants

and machines is started in 1983 by shri Govindbhai Patel, who is a visionary, technocrat & a

person of progmatic approach.

The timely adaption of cost effective productio technique in association with group of doyens

from notional level branded steel furniture and office equipment industries, he could prove that

in any business, sharing of ?Power of Knowledge? and ?Speed of Decision? can play a derisive

role in its success. In the present era of cut-throat competition, systematic control of cost and

undesirable overhead expense is the oniy way to bring a quality product at a competitive rate.

2.5 Events

The stringent quality control and inspection method, conforming to latest IS standard is carried

out at all stages, i.e. procurement of raw material stage to despatch offinished goods and

accordingly, all due cares are taken in each and every points even from fixing screw to the final

stage of packing.

2.6 Achievement  

To maintain global standard of quality and procedures, 'Jalaram' is the first furniture

manufacturer from Gujarat obtaining the ISO 9001:2008 certification.All critical components

and parts are procured only from ISO Certified manufacturers or the products with ISI marks.

The ultimate result is  the dream of common as well as rich Indian furniture customers is

coming true.Yes, it is possible, high quality furniture is mostcompetitive of its kind from

"Jalaram" Products and after sale services are available through distributors, all over the

country.

2.7 Product list

1. Storage System Office Storage System

2. Desking System Chief Executive Desk

Office Table

Conference Table

Mobile Pedestal

Premium Desk

Multipurpose Table

3. Seating System Executive Chairs

Teapoy

Office Chair

Computer Chairs

Training Center Chair

Perforated 3 Steater Chair

4. Sofa

5. Canteen Furniture

Canteen Table

Dining Table

6. Library Furniture Display Rack

Glassdoor Cabinet

7. Hostel Furniture Bed

Wardrobe

Study Table

8. School Furniture Rack

Bench

9. Industrial Furniture Lockers

Cabinet

Industrial Work Bench

10. Domestic Furniture Wardrobe Cabinets

Coffer

Cash Box

11. Computer Furniture Wooden computer table

Wooden cum steel computer table

12. Mobile Storage System Pull & Push Type

Mechanical Type

13. Heavy duty storage

system Heavy Duty Rack

Light Duty Rack

14. Conference Table

2.8 List of Customers  

2.8.1 Public Sector Undertaking

O. N. G. C., Surat, Dehradun, Baroda, Mehsana, Cambay

Hindustan Aeronautics Limited, Koraput

IFFCO – Kalol 

B. S. N. L., Surat

G. S. F. C.

G. N. F. C. –Bharuch & Ahmedabad  

Petronet LNG Limited., Dahej

Western Railway, HQ Mumbai & Div. offices,

North Western Railway, Jaipur

Gujarat Industrial Power Corp. Ltd.,

Goa Port Trust

Bharat Petroleum Corporation Ltd

Railway Staff College

C. A. R. (NIANP), Bangalore

Nuclear Power Corporation – Kakrapara

2.8.2 Central & State Government Dept & bodies.

Municipal Corporation of Greater Mumbai

Surat Municipal Corporation

Nashik Municipal Corporation

Central Excise

E. P. C.O. Bhopal 

Income Tax Dept – Surat

M. P. L. U. N., Bhopal

M.P.Road Transport Corporation

M.P.Aids Control Society – Bhopal

Vedanta Aluminium

Medicine Testing Laboratory, Gwalior

Central Soil and Water Conservation – Sunabeda

2.8.3 Universities & Educational Institutions

North Maharastra University – Jalgaon

Marathwada Agriculture University – Parbhani.

Sardar Patel University  - Anand

Junagadh Agriculture University – Junagadh

Navsari Agriculture University – Navsari

Dr. H. S. Gour Vishvavidyalaya - Sagar

Shivaji University – Kolhapur

M. S. University, Baroda

MDS University – Ajmer

S. V. N. I. T. – Surat

Sarvajanik College of Eng. & Tech Surat

Somaiya Trust Educational Institutions  – Mumbai

Laxmi Vidyapith – Valsad

Delhi Public School, Surat

Indira Gandhi Engineering College - Sagar

Jabalpur Engineering College, Jabalpur

Jawaharlal Nehru Engineering College, Aurangabad

College of Veterinary & Animal Sci. - Udgir

Cummins College of Engineering For Women – Pune

Pravara Medical Trust – Loni

Baberia Institute Tech. – Baroda

Mahapragya Public School – Mumbai

C.K.Pithawala Engineering College – Surat

Kendriya Vidyalayas

Most of the schools and colleges in Gujarat & outside Gujarat

2.2.4 Insurance Co., Financial Institutions, Banks

L.I.C. of India – Various div. offices

Various Nationalized Banks such as S.B.I.

Co – operative Banks such as KDDC – Kolhapur,

2.2.5 Corporate House in public & Private

Essar Group of Companies

L & T

TATA Motors – Pune

Sesa Goa – Panji

Wockhardt Group of companies

Jaya Hind Industries, Pune

Enercon India Ltd. – Daman

P. C. L. Baroda & Dahej

Garden Silk Mills Ltd

Eagle Poonawala Industry Ltd   

Welspun India Ltd 

Cargill India Pvt. Ltd

Sun Pharma Ltd.

Steelco Gujarat Ltd.

Karp Mfg. Co. & diamond units in Surat & Navsari

C. Mahendra

Laxmi Diamond

Mahendra Brothers

Facets Polishing Works Pvt. Ltd.

R. R. Diamond

B. D. M. Mahavir Cardiac Hospital

Most of the hospitals inside and outside Gujarat

Sanofi Aventis Pharma Ltd.

Prestigious Projects of Architects – Mr. Snehal Shah, Mr. Kaizar Meer, Mr. Mukeshbhai

Variawala, Mr. Rajnibhai/Mr.Vipulbhai

Dakshin Gujarat Vij Company Ltd.

2.2.6 Thousand of household and individual customers

2.3 Future plan of the organization

Company is Planning to go on a National Level on Marketing as well as Productive front: - Such

as Cupboard, Table, and Chairs. Etc., Company is going to make high value products: Such as

Executive Furniture, Powder Coated Furniture, and Liquid Coated Furniture. Company is going

to manufacture an Oven Coated Product and Powder Coated Product. Not Only Raw Materials

but all the Hardware is being qualified

Conceptual framework

3. Conceptual Framework

3.1 Definition Of Consumer Satisfaction

1. Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four perspectives of a Balanced

Scorecard.

2. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. ...

3. A customer's perception of the degree to which their requirements have been fulfilled

4. Customers Experience Of A Product Or A Service Is Multifaceted So Hard To Determine

5. Customer satisfaction should not be viewed in a vacuum.For example, a customer may be

satisfied with a product or service and therefore rate the product or service highly in a

survey and yet same customer may buy another product.

3.2 TYPES OF CUSTOMERS :

There Are Two Types Internal Customers External Customers Internal Customers Customers

Inside The Company. Every Person In The Process. Each Dept Is Customer Of Another.

External Customer Who Uses The Product Who Purchases The Product Who Influences The

Sale Of Product Customer Perception Of Quality Quality Is What Customer Perceives To Be.

Customer Change Their Needs

3.3 CUSTOMER PERCEPTION OF QUALITY

Asq Survey Shows That Important Factors That Influence Purchasing Are

1. Performance

2. Features

3. Service

4. Warranty

5. Price

6. Reputation

3.4 FEEDBACK

Comment Card.

Customer Questionnaire.

Focus Groups.

Toll Free Telephone No.

Customer Visits.

Report Card.

Internet & Computer.

Employee Feedback.

Customer complaints

FINDINGS AND ANALYSIS

Q.1 Do you ever purchased any kind of furniture from “Jalaram Furniture”?

Table:

Yes No Percentage (%)

Yes 80 80No 20 20

Total 100 100

Graph:

Interpretation :-

The above chart shows that 80 respondents are purchased of furniture fromJalaram Furnitur, 20 respondents are not purchased of furniture from Jalaram Furniture

Q: 2 If Yes then what kind of furniture(s) you purchased from “Jalaram Furniture”? (Multiple tick mark is possible)

Table:

Types of Furniture Frequency Percentage (%)Cupboard 31 20

Chair 38 24Table 33 21

Treasure 15 9Home Furniture 28 18

Other 13 8Total 158 100

Graph:

Interpretation

The above chart shows that 31 respondent are purchased Cupboard,38 respondent are purchased Chair,33 respondent are purchased Table,15 respondent are purchased Treasure,28 respondent are purchased Home Furniture13 respondent are purchased Other furniture from jalaram furniture

Q: 3 What kind of use of that furniture?

Table:

Particular Frequency Percentage (%)Home Purpose 47 59Office Purpose 33 33

Total 80 100

Graph:

Interpretation

In this survey 47 buyer use purchased furniture as home purpose and rest of buyer 33 use purchased furniture as office purpose.

Q: 4 Tick mark others furniture manufacturer you know. (Multiple tick mark is possible)

4.1 National

Table:

National Frequency Percentage (%)Godrej 51 64Durian 20 25

Nilkamal 9 11Total 80 100

Graph:

Interpretation

51 respondent are know Godrej furniture for national level furniture manufacturer

20 respondent are know Durian furniture for national level furniture manufacturer

9 respondent are know Nilkamal furniture for national level furniture manufacturer

4.2 Domestic

Table:

Domestic Frequency Percentage (%)Jay Bhagvan 21 26

Sheetal 44 55Sun Shine 15 19

Total 80 100

Graph:

Interpretation

21 respondent are know Jay Bhagvan furniture for Domestic level furniture manufacturer

44 respondent are know Sheetal furniture for Domestic level furniture manufacturerr company

15 respondent are know Sun Shine furniture for Domestic level furniture manufacturer company

Q: 5 How would you rate Jalaram Furniture on following parameters?

Table:

No Parameter Very Good

Good Fair Poor Very Poor

Total WAM

1 Quality of product 43 29 8 0 0 80 1.56

2 opinion about behavior of sales person

21 40 18 1 0 80 1.99

3 overall opinion 7 42 30 1 0 80 2.31

4 price 15 48 13 4 0 80 1.89

5 Product range 17 43 20 0 0 80 2.04

Graph:

5.1 Quality of product

Table:

xi fi fixi1 43 432 29 583 8 244 0 05 0 0

Total 80 125

Graph:

Interpretation

43 respondents believe that the quality of Jalaram Furniture is Very Good

58 respondents believe that the quality of Jalaram Furniture is good

24 respondents believe that the quality of Jalaram Furniture is fair

0 respondents believe that the quality of Jalaram Furniture is poor

0 respondents believe that the quality of Jalaram Furniture is very poor

5.2 opinion about behavior of sales person

Table:

xi fi fixi1 21 212 40 803 18 544 1 45 0 0

Total 80 159

Graph:

WAM =

∑ fixi

∑ fi

12580

=1.56

Interpretation

21 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is Very Good40 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is Good18 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is fair01 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is Poor00 respondents believe that the opinion about behavior of sales person of Jalaram Furniture is very poor

5.3 overall opinion

Table:

xi fi fixi1 7 72 42 843 30 904 1 45 0 0

Total 80 185

WAM =

∑ fixi

∑ fi

15980

= 1.99

Graph:

Interpretation

07 respondents believe that the overall opinion of Jalaram Furniture is Very Good

42 respondents believe that the overall opinion of Jalaram Furniture is Good

30 respondents believe that the overall opinion of Jalaram Furniture is fair

01 respondents believe that the overall opinion of Jalaram Furniture is Poor

00 respondents believe that the overall opinion of Jalaram Furniture is very poor

5.4 price

Table:

xi fi fixi1 15 152 48 963 13 394 4 165 0 0

Total 80 151

WAM =

∑ fixi

∑ fi

18580

= 2.31

Graph:

Interpretation

15 respondents believe that the price of Jalaram Furniture is Very Good

48 respondents believe that the price of Jalaram Furniture is Good

30 respondents believe that the price of Jalaram Furniture is fair

13 respondents believe that the price of Jalaram Furniture is Poor

04 respondents believe that the price of Jalaram Furniture is very poor

5.5 Product range

Table:

xi fi fixi1 17 172 43 863 20 604 0 05 0 0

Total 80 163

WAM =

∑ fixi

∑ fi

15180

= 1.89

Graph:

Interpretation

17 respondents believe that the Product range of Jalaram Furniture is Very Good

43 respondents believe that the Product range of Jalaram Furniture is Good

30 respondents believe that the Product range of Jalaram Furniture is fair

20 respondents believe that the Product range of Jalaram Furniture is Poor

0 respondents believe that the Product range of Jalaram Furniture is very poor

Q: 6 What kind of quality of product you like mostly?

Table:

Factor Frequency Percentage (%)Size 15 19

Shape 33 41Weight 8 10Color 15 19

Comfort ness 9 11Total 80 100

WAM =

∑ f ixi

∑ fi

16380

= 2.04

Graph:

Interpretation

15 respondents prefer the Size of product

33 respondents prefer the Shape of product

09 respondents prefer the Weight of product

15 respondents prefer the Color of product

09 respondents prefer the Comfort ness of product

Q: 7 Product Range available at “Jalaram Furniture” is…..

Table:

Reason Frequency Percentage (%)Wide 23 29

Sufficient 47 59Not Enough 10 12

Total 80 100

Graph:

Interpretation

Product Range at Jalaram Furniture is not very crucial. Most of 73 responses are for sufficient

product range. Now a days people prefer the wide range of home decoration or office decoration

furniture product.

Q: 8 Design of product which you purchased from “Jalaram Furniture” is…..

Table:

Design Frequency Percentage (%)Decorative but not

comfortable4 5

Decorative and Comfortable

30 37

Comfortable 43 54Not Comfortable 3 4

Total 80 100

Graph:

Interpretation

The above graph shows opinion of respondents about design of product

4 respondent are Responses for Decorative but not comfortable design of product

30 respondent are Responses for Decorative and comfortable design of product

43 respondent are Responses for Comfortable design of product

3 respondent are Responses for Not Comfortable design of product

Q:9 Whether the delivery period was satisfied or not?

Table:

Answer Frequency Percentage (%)Yes 55 69No 25 31

Total 80 100

Graph:

Interpretation

I found that 55 respondents are satisfied of delivery period and 25 respondents are not satisfied of delivery period of jalaram furniture

Q:10 Are you satisfy with discount and schemes offered by “Jalaram Furniture”?

Table:

Answer Frequency Percentage (%)Yes 46 57No 34 43

Total 80 100

Graph:

Interpretation

Above graph and table show that the discount and schemes offered by Jalaram Furniture is little bit satisfied 46 respondents. 34 people believe that discount scheme offered by Jalaram Furniture is not satisfy.

Q:11 Are you satisfy with after sales service provided by “Jalaram Furniture”?

Table:

Answer Frequency Percentage (%)Yes 67 84No 13 16

Total 80 100

Graph:

Interpretation:

The above table and graph show that the 67 respondents are satisfied of after sales service

provided by Jalaram Furniture and 13 respondents are not satisfied of after sales service

provided by Jalaram Furniture

Q:12 According to you, what kind of changes you aspect from “Jalaram Furniture”? (Multiple tick mark is possible)

Table:

Changes in Frequency Percentage (%)Price 24 19

Quality 9 7

Product Range 21 17Delivery Period 24 13

Promotional Schemes 31 24After Sales Service 18 14

Total 106 100

Graph:

Interpretation:

The above graph represents the changes wanted by respondents.

Most number of 31 respondents wanted changes related to promotional schemes 24 respondents

wanted changes related to price ,24 respondents Delivery Period,21 respondents Product Range

and last 18 respondents After Sales Service offered by Jalaram Furniture.

Q:13 Would you like to become a regular customer of “Jalaram Furniture”?

Table:

Answer Frequency Percentage (%)Yes 38 48No 9 11

Can’t Say 33 41Total 80 100

Graph:

Interpretation:

The above graph shows tendency of people to become a regular customer of Jalaram Furniture.

38 respondents are interested to become a regular customer.

09 respondents are not interested to become a regular customer

33 respondents can’t answer

Q:14 Would you like to recommended others about “Jalaram Furniture”?

Table:

Answer Frequency Percentage (%)Yes 65 81No 15 19

Total 80 100

Graph:

Interpretation:

As the above table and graph shows, 65 respondents are interested to recommend Jalaram

Furniture to others. This is happen because overall opinion of respondents about Jalaram

Furniture is Good

Cross Tabulation

1. QUALITY OF PRODUCT YOU LIKE MOSTLY v/s AGE

QUALITY OF AGE Total

PRODUCT

YOU LIKE

MOSTLY

Less

than 20

21 to 30 31 to 40 40 to 50 51 to

Above

Size 0 5 9 1 0 15Shape 0 20 10 3 0 33Weight 0 6 2 0 0 8Color 0 9 3 3 0 15

Comfort ness 0 4 3 2 0 9

Total 0 44 27 9 0 80

QUALITY OF

PRODUCT

INCOME Total

Less

than

150000

150000

To

200000

to

250000

to

300000

Above

200000 250000 300000

Very Good 2 14 16 9 2 43Good 5 12 8 3 1 29Fair 3 5 0 0 0 8Poor 0 0 0 0 0 0

Very Poor 0 0 0 0 0 0

Total 10 31 24 12 3 80

2. QUALITY OF PRODUCT v/s INCOME

FINDINGS

80 respondent are purchased of furniture from Jalaram Furniture

38 respondent are purchased of chair and sofa from jalaram furniture

47 respondent are purchased of furniture for use of Home Purpose

Out of total respondents 47 respondents uses of Home Purpose and 33 respondents uses

of Home Purpose furniture

43 respondent are said the Quality of product is very good of jalaram furniture

33 respondents consider the shape of quality of product like mostly then Size and Color

43 respondent are Comfortable of product purchased from “Jalaram Furniture

43 respondent are Responses for Comfortable design of product purchased from Jalaram

Furniture

34 people believe that discount scheme offered by Jalaram Furniture is not satisfy.

67 respondents are satisfied of after sales service provided by Jalaram Furniture

Most number of 31 respondents wanted changes related to promotional schemes of

jalaram furniture

38 respondents are interested to become a regular customer of Jalaram Furniture

SUGGESTION

It is always difficult to suggest suggestions to anyone. As per the findings and data

interpretation, I want to suggest the following matters:

1. Jalaram Furniture should essential need to increase its brand awareness. For these

purpose Jalaram can use various types of sales promotion and advertising campaign.

Jalaram Furniture should advertise by news paper, broachers and also by hoardings.

2. Jalaram Furniture should improve its Quality as most peoples are stress on the

quality while purchasing the Furniture. Jalaram Furniture should introduce various types

of Furniture with different quality and different prices as it has own research center.

3. Jalaram Furniture should improve its designing of product because 54% respondents

believe that the design of product is only comfortable. According to them it should be

comfortable and decorative.

4. Jalaram Furniture should try its best to make a good brand image in the mind of

customers and competitors.

CONCLUSION

Completing this study I found that, the company fulfills consumer requirements but as

the time changes company should change their market strategy, so it will be a bright

future in the coming year. I have seen that the organization is well working and good

market coverage also. The company has need to earned good brand image and

reputation in the market.