A Summer internship programme report On CUSTOMER SATISFACTION

Submitted By: Varsadiya Rahul KasturbhaiENR.NO:-107390592072

A Summer internship programme report On CUSTOMER SATISFACTION AT HIMALAYA EQUIPMENTS Objective of the reportGeneral information Research MethodologyCompany OverviewFinding & SuggestionsConclusionBibliographyAnnexure

ContentsGeneral Information

Our Range Of Machines:-We manufacture a wide collection of road construction machines and equipment that is durable in quality and long lasting in nature. Precision engineered, these products at our unit are known and trusted for their efficiency and durability. Our range of machines and equipment includes:

Drum Mixers Paver Finishers Wet Mix Plant Bitumen Pressure Distributor Asphalt Mix Plant Reversible Drum Mixer Mechanical Sprayer

QUALITY

Synonymous with quality as well as performance, we have always been conscious about the products that we offer. We believe in offering highly efficient machines and equipment and hence have adopted different advanced techniques. We ensure that all our products conform to the international standards in terms of

Quality Efficiency Reliability Durability Resistance against corrosion Resistance against adverse climatic conditions.

To find out the satisfaction level of retailer about distributor.

To find out the problem the retailers are suffering from the distributor. What effect did good distributorship on the sale of product? The characteristics or distributor like regularity, marketing effort, any schemes given by distributor did effect on the sale of product.Access the companys distributor on the different retailers views.To know whether the distributor should be changed or not and if yes than which distributor should be changed ?

OBJECTIVE OF RESEARCHMethod Used Descriptive researchSample size 100 respondent as sample size.Sampleing method Non probability Conviencing methodResearch MethodologyIt is the aggregate of all the elements defined prior to selection of the sample. It is necessary to define population in terms of (i) Element (ii) sampling units (iii) Extent Element : Machinery Sampling unit : Machinery retailers & consumers Extent : Mehsana city Brand ResponseApollo 25Tata 22Both 43Any other 10Total 100A SURVEY ON CONSUMERS OF MACHINARY IN MEHSANA CITYQ-1 How many brands of machinery you know ?

Out of 100% consumers 25% consumers know about only machinery as it is market leader and its advertising and promotion schemes are very aggressive. This generally satisfies the middle upper and upper segments of customers.Q-2 From which place you purchase machinary ? Place Response Wholesalers 31 Retailers 55 Direct from Company 14 Total 100Out of 100% consumers around 55% of consumers buy the machinery from the Retailers and 27% consumers buy the machinery from Wholesalers and Remaining 18% consumers buy the machinery direct from company. Q-3 For purchasing machinery which factors do you take in mind? Particular ResponseQuality54Price 27Brand Image14Other05Total 100According to retailers customers are more concerned to a product quality which influences the all most around 54% retailers say the same.Indian market is very price sensitive. According to retailers about 27% of customers are buying product for its lower price. Advertising and branding also has effect on the product buying decisions.

Q-4 According to you which type of promotion the company should do for promoting the sales ? Types of schemes ResponseScratch card schemes46Free gift24Less price10Lucky draw20Total 100 Scratch card scheme are very popular among the customers generally scratch and contains direct cash rebate on the machinary or free gift like pens, key chains, goggles, which is directly given to customer. Free gift are very similar but they are assured like pens, key chainsQ-5 Are you satisfied with the retailers distribution services ? Satisfaction ResponseHighly Satisfied32Satisfied64Dissatisfied04Total 100 About 64% consumers are satisfied with the retailers distribution services and 32% consumers are highly satisfied and only 4% consumers are not satisfied with the retailers distribution services.Q-6 According to your point of view which is the best benefit you get from the retailers Types of benefits Response Less price22Better quality36Free home delievery24Other rewards18Total 100Consumers get the different benefits like less price, better quality, free home delievery and other rewards etc. But most of the consumers (36%) believe that better quality is the best benefit from the retailers. Besides less price (22%), free home delievery (24%) & other rewards (18%) are also good benefits for the consumers from the retailers. No of Customer Response 0-050806-101411-153316-202621 & above19Total 100A SURVEY ON RETAILERS OF MACHINARY IN MEHSANA CITY

Q-1 Number of machinery customer that visit your outlet per day ?About 19% retailers are having more then 20 customers visit per day. And other side 33% of total retailers have 11-15 customers per day. So we can say most of the retailers have 11-15 customers per day for purchasing machinery. Q-2 Your average sale per day. No. of Boxes Response0-503251-10042101 & above26Total 100Sample average is 0-50 . According to research each counter is selling nearly 51 to 100 . This research will help the company to formulate the reward scheme for retailers in a particular product category.Q-3 How does the sales take place at your outlet ? Give percentage for each. Particular Response Consumers ask for the specific brand 40 Retailers suggest them brand24 They come with constructors suggestions36 Total 100According to retailers 40% of consumers ask for the specific brand. Retailers suggest product to 24% of the consumer. So it can be said most of consumers are coming to retail outlet having specific mind set about the brand they want to purchase.Q-4 According to you what influences the customer has to buy that particular brand ? Particular ResponseQuality48Price 22Brand Image 14Advertising10Promotion04Other02According to retailers customers are more concerned to a product quality which influences the all most around 48% retailers say the same. Indian market is very price sensitive. According to retailers about 22% of customers are buying product for its lower price.Findings25% customers know the Apollo brand machinery,22%customers knows tata brand machinery and 43% customers know the both brands machinery so that major customers know both of brands.31%customers purchase machinery from wholesalers,55%customers purchase machinery from retailers.and 14%customers purchase machinery from direct company,so the major customers purchase machinery from retailers 54%customers take in mind of quality,27%customers purchasing for the price,14%customers purchasing machinery for a brand image,5%customers purchasing machinery for the other thing,so the here major role is the quality because of its 54 %46%customers purchasing machinery for the scratch card schemes,24% purchase machinery for the free gift,10% customers purchase machinery for less price,20% customers purchase machinery for the lucky draw,so here Scratch card scheme are very popular among the numers of schemeHere customers satisfied with the retailers distribution services of 64% and highly satisfied is 32%and also dissatisfied customers is only for 4% so the hare we can say that retailers distribution services is good.

Here the everycustomers wants different benefits like less price,better quality,free home delievery, and other rewards,so the most of customers believe that bettet quality is the best benefit from the retailers rather then other benefits. Here the talking about retaliers of machinery .so the 21 above their should be 19%and other side 33% of toal retailers have 11-15customers per day so we can say most of retailers have 11-15 customers per day for purchasing machinery.According to research each cunter is selling nearly 51 to 100,so tha this research will help the company.According this question a retailers of customers ask for the specific brand so the it is40%,but when retailers suggest to customers so the response should be 24%so the customers having specific brandAccording to retailers a customers need to particuler machinery of the quality so the 48% response for quality of machinery.

SuggestionCompany should give advertisement alliances to retailer to improve there sales scale.Company should improve its quality level to get best class of consumer.Retailer should made proper attention to maintain sales.Retailer made effort as per guideline of company. This is an opportunities to training in the Himalaya engg. I taken the training Himalaya engg. A response from even department to collect information helped me to quite experience old as well as a management student. I am getting information from various departments. In the training of Himalaya engg. I am being aware of operation of the company but I can get complete idea of business in limited period of time. The main purpose of this training is to develop student practical experience of industrial activity. Which may be not be gained by only through books so I am very thankful to the entire department managers. This company is large scale industry so I can get all information about financial condition of the company. This company has good management who has provided me best & useful information. This is necessary for preparing the project report. The future of the company is bright because of the company has good management. And also from this product we can share that Himalaya engg. very beneficial for the consumers ensuring its project. Their products are good quality & they should try to improve their product quality. So this we can say that Himalaya engg. is not only working for their profit but also working for social welfare. I wish that the company.

Conclustion The lists are given below.Web Site of the Company / Search Engines:

www.google.co.inwww.himalayaengg.comREFERED BOOKS:-MARKETING MANAGEMENTHUMAN RESOURCE MANAGEMENTCOMPANY ACCOUNTMARKET RESEARCHREFERED PAMPHLETS / MANUALS / CATALOGUES HIMALAYA ENGG.REFERED NEWS PAPERS / MAGAZINES-Times of IndiaBusiness StandardBibilographyORGANISATION CHART

Chairman

Managing Director

Executive Director

ExportMaterialsProduction

President-INDIA

MarketingR & DFinance