Project Report ponlait

A STUDY ON CUSTOMER SATISFACTION TOWARDS

PONLAIT MILK BY – PRODUCTS IN PUDUCHERRY

SUMMER PROJECT REPORT

Submitted By

SARANRAJ S

[Reg. No. 11397088]

Under the Guidance of

Dr. B. RAJESWARI M.B.A, M.PHIL, Ph.D

ASSISTANCE PROFESSOR

In the partial fulfillment for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

DEPARTMENT OF MANAGEMENT STUDIES

SCHOOL OF MANAGEMENT

PONDICHERRY UNIVERSITY

PUDUCHERRY – 605 014

DEPARTMENT OF MANAGEMENT STUDIES

School of Management

Pondicherry University, Pondicherry – 605 014, India

Ph: (O) 91-413-2654305

BONAFIDE CERTIFICATE

This to certify that the project work entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS PONLAIT MILK BY – PRODUCTS IN

PUDUCHERRY” is a bonafide work done by SARANRAJ S [REGISTER NO:

11397088] in partial fulfillment of the requirement for the award of Master of Business

Administration by Pondicherry University during the academic year 2011 – 2013.

PROJECT GUIDE HEAD OF DEPARTMENT

Dr. B. RAJESWARI, Dr. T. NAMBIRAJAN,

Assistant Professor, Professor,

Department of Management Studies, Department of Management Studies,

School of Management, School of Management,

Pondicherry University. Pondicherry University.

Viva-Voce Examination held on

EXTERNAL EXAMINER

ACKNOWLEDGEMENT

The successful completion of any task would be incomplete without mentioning the

names of persons who helped to make it possible. I take this opportunity to express my

gratitude in few words and respect to all those who helped me in the completion of this

summer project.

I express my deep sense of gratitude to the Head of Department

Dr. T. NAMBIRAJAN, Department of Management Studies for providing me with an

opportunity to study and for his encouragement and support to complete this project work

successfully.

I express my immense gratitude to my project guide Dr. B. RAJESWARI, Assistant

Professor whose assistance was immeasurable to the completion of this project.

I would like to thank MANAGING DIRECTOR Of Ponlait, Puducherry for granting

permission to undergo project in their concern.

I convey my heartiest thanks to Mr. S. SHAKTHIVEL, Manager (Marketing By–

Product) and ASSISTANT MANAGER (Marketing By-Product), Ponlait, Puducherry, who

guide to do this project work successfully.

I would also like to thank all the staffs of the organization for helping me directly and

indirectly to conclude this work.

Finally, I express my sincere thanks and deep sense of gratitude to my parent

(Mr. K. SARANGAPANI and Mrs. JAYALAKSHMI SARANGAPANI), family

members, relatives and friends for their constant encouragement, support, help and valuable

advice to make this project a success.

ABSTRACT

The Project has been done in The Pondicherry Co-operative Milk Producer Union Ltd.,

(PONLAIT). The title of the project is “A STUDY ON CUSTOMER SATISFACTION

TOWARDS PONLAIT MILK BY – PRODUCTS IN PUDUCHERRY”.

The study starts with a Company’s profile and also the need for study, review of literature

and objectives are set out for the study. Research methodology, Data analysis &

Interpretation, Findings and Suggestions of the study follow.

One of the main areas of the project is the analysis part, where the data are analyzed &

interpreted, to find out the Customer Satisfaction. Some of the tools used in Customer

Satisfaction analysis are regarding to:

Percentage Method.

Chi-Square Method.

And then conclusions, limitations & scope for further study were discussed

TABLE OF CONTENTS

CHAPTER TITLE PAGE NO

LIST OF TABLES

LIST OF CHARTS

I

1.1 INTRODUCTION

1.2 PROFILE OF ORGANIZATION

1.3 NEED FOR THE STUDY

II REVIEW OF LITERATURE

III OBJECTIVES

IV RESEARCH METHODOLOGY

V DATA ANALYSIS AND INTERPRETATION

VI

6.1 FINDINGS OF THE STUDY

6.2 SUGGESTION AND RECOMMENDATIONS

VII CONCLUSIONS

VIII

8.1 LIMITATIONS OF THE STUDY

8.2 SCOPE FOR THE FUTHER STUDY

IX

APPENDICES

9.1 QUESTIONNAIRE

9.2 PONLAIT MILK BY-PRODUCT LIST WITH

PRICE

9.2 BIBLIOGRAPHY

LIST OF TABLES

S.No TABLE NAME Page

No

5.1 TABLE SHOWING GENDER OF THE RESPONDENTS

5.2 TABLE SHOWING AGE OF THE RESPONDENTS

5.3 TABLE SHOWING OCCUPATION OF THE RESPONDENTS

5.4 TABLE SHOWING RESPONDENTS’ CONSUMPTION PERIOD OF

PONLAIT MILK BY-PRODUCT

5.5 TABLE SHOWING PONLAIT MILK BY-PRODUCT CATEGORIES

WHICH CUSTOMERS USE MOST

5.6 TABLE SHOWING FACTOR INFLUENCING CUSTOMER TO BUY

PONLAIT MILK BY – PRODUCTS


PONLAIT GHEE

5.8 TABLE SHOWING MOST PREFERABLE PONLAIT GHEE PACK

5.9 TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON

PONLAIT GHEE

5.10 TABLE SHOWING MOST PREFERABLE PONLAIT CURD PACK


PONLAIT CURD


PONLAIT BUTTER MILK


PONLAIT SWEET LESSI


PONLAIT PANEER

5.15 TABLE SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT

STERILIZED FLAVOURED MILK


PONLAIT STERILIZED FLAVOURED MILK




BADHAM POWDER


PONLAIT BADHAM POWDER




SUGARED KHOA


PONLAIT SUGARED KHOA

5.23 TABLE SHOWING MOST PREFERABLE PONLAIT SUGARED KHOA

PACK



5.25 TABLE SHOWING ICE CREAM RANKING BASED ON CUSTOMERS’

PREFERENCE


PONLAIT ICE CREAM

5.27 TABLE SHOWING LEAKEGES/DAMAGE IN PONLAIT MILK BY-

PRODUCT

5.28 TABLE SHOWING RESPONDENTS’ RESPONSE IN CASE OF

LEAKAGES/DAMAGE IN PONLAIT MILK BY-PRODUCT

5.29 TABLE SHOWING OVERALL SATISFACTION LEVEL OF

RESPONDENTS TOWARDS PONLAIT MILK BY-PRODUCT

5.30 TABLE SHOWING PERCENTAGE OF RESPONDENTS BUYING ALL

CATEGORIES OF PONLAIT MILK BY-PRODUCT

5.31 CONSUMPTION PERIOD * OVERALL SATISFACTION

CROSSTABULATION

5.32 INFLUENCING FACTOR * BUYING ALL PRODUCT CATEGORIES

CROSSTABULATION

LIST OF CHARTS

S.No CHART NAME Page

No

5.1 CHART SHOWING GENDER OF THE RESPONDENTS

5.2 CHART SHOWING AGE OF THE RESPONDENTS

5.3 CHART SHOWING OCCUPATION OF THE RESPONDENTS

5.4 CHART SHOWING RESPONDENTS’ CONSUMPTION PERIOD OF

PONLAIT MILK BY-PRODUCT

5.5 CHART SHOWING PONLAIT MILK BY-PRODUCT CATEGORIES

WHICH CUSTOMERS USE MOST

5.6 CHART SHOWING FACTOR INFLUENCING CUSTOMER TO BUY

PONLAIT MILK BY – PRODUCTS


PONLAIT GHEE

5.8 CHART SHOWING MOST PREFERABLE PONLAIT GHEE PACK

5.9 CHART SHOWING CUSTOMERS’ SATISFACTION LEVEL ON

PONLAIT GHEE

5.10 CHART SHOWING MOST PREFERABLE PONLAIT CURD PACK


PONLAIT CURD


PONLAIT BUTTER MILK


PONLAIT SWEET LESSI


PONLAIT PANEER

5.15 CHART SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT







BADHAM POWDER






SUGARED KHOA



5.23 CHART SHOWING MOST PREFERABLE PONLAIT SUGARED KHOA

PACK




PONLAIT ICE CREAM

5.26 CHART SHOWING LEAKEGES/DAMAGE IN PONLAIT MILK BY-

PRODUCT

5.27 CHART SHOWING RESPONDENTS’ RESPONSE IN CASE OF


5.28 CHART SHOWING OVERALL SATISFACTION LEVEL OF

RESPONDENTS TOWARDS PONLAIT MILK BY-PRODUCT

5.29 CHART SHOWING PERCENTAGE OF RESPONDENTS BUYING ALL


CHAPTER I

1.1 INTRODUCTION

The importance of diary development cannot be over emphasize in our country where

the main contribution of growth and strength for a bulk of population are derived from milk

and is products. Dairying is a good source of the small and marginal framers as the feeds

required for milk production can be met from their limited land resources without increasing

much additional cost. Since the milk producing animals are ruminant and majority of their

food can be derived from green fodder, grass, roughage and by products not utilized by

human beings. The milk animals also provide manures needed for cultivation apart from

milk.

The main factors regarding low milk production in rural areas are local breed of

cattle, lack of green fodder and concentrates and lack of marketing techniques. Under the

Socio Economic planning of the country, the above factors are now duly considered. To bring

the weaker level of rural population above the poverty line, integrated efforts are also being

made to organize the dairying business in the country which will not only augment milk

production and producers income but also creates lot of employment opportunities in rural as

well in the urban area. Anand Dairy has been a provoking example for other states in the

country.

INTRODUCTION ABOUT THE DAIRY PRODUCTS

Till about year 2000, India was not on the radar screen of most international dairy

companies, since India was neither a major importer nor an exporter of dairy products.

Through the 70’s, 80’s and 90’s India used to take some milk powder and butter oil as aid.

Exports from India were insignificantly small. From 2000 onwards, Indian dairy products,

particularly milk powder, casein, whey products and ghee started making their presence felt

in global markets.

The principle dairy products used in this country are whole milk, evaporated milk,

dried milk, cream, butter, cheese, under each of these general terms we find various types and

specialty products. There are numerable varieties of dairy products from a general point of

view.

EVOLUTION OF DAIRY INDUSTRY IN INDIA

Dairying has been part of life in india since the ancient vedic times; the modern dairy

industry took roots in 1995 with the sale of bottled milk in Bombay from the Area Milk

Colony. The first large scale milk factory was started in 1954 at Anand by Amul, a

cooperative venture assistance of UNICEF production of milk powder, butter and ghee

products were made from buffalo milk.

The world’s largest dairy development program even under taken, the operation flood

under took the gigantic task of upgrading and modernizing milk production, procurement,

processing and marketing with assistance provided by the world food programmed. The

European Economic Community, the World Bank and other internal agencies, designed and

implemented by the National Dairy Development Board (NDDA) and the India Dairy

Corporation (IDC) the project was launched in July, 1970. Its basic concept comprised the

establishment of a cooperative structure on Anand Pattern.

OPERATION FLOOD

Operation Flood has helped farmers, direct their own development, placing control of

the resources they create in their own hands. A 'National Milk Grid', links milk producers

throughout India with consumers in over 700 towns and cities, reducing seasonal and regional

price variations while ensuring that the producer gets a major share of the price consumers

pay.

The bedrock of Operation Flood has been village milk producers' cooperatives, which

procure milk and provide inputs and services, making modern management and technology

available to members. Operation Flood's objectives included:

Increase milk production ("a flood of milk")

Augment rural incomes

Fair prices for consumers

OPERATION FLOOD’S PHASE -I

Operation flood, also referred to as “white Revolution” is a gigantic project

propounded by government of India for developing dairy industry in the country. The

operation flood-I Originally meant to be completed in 1975, actually the period of nine years

from 1970 – 79, at a total cost of Rs. 116 corers.

As start of operation Flood – I in 1970 certain set of aims were kept in view for the

implementation of the programmers. Improvement by milk marketing the organized dairy

sector in the metropolitan cities Bombay, Calcutta, Madras, Delhi. The objectives of

commanding share of milk market and speed up development of dairy animals respectively

hinter lands of rural areas with a view to increase both production and procurement.

ANAND PATTERN

Under the operation Flood – I, the programme for increasing milk production was

taken up in hinter lands of various breeding tracts of Anand Pattern and loudly proclaimed

with a trumpet. The cooperatives were started originally in eighteen of India’s major milk

shed districts and later nine, ore milk sheds area were added to total of 27 in ten states of

Maharastra, Gujarat, Tamil Nadu, Andhra Pradesh, Bihar, Haryana, Punjab, UP and

Rajasthan. Those dairy cooperatives are based on a model known as Anand Pattern of dairy

cooperatives.

OPERATION FLOOD’S PHASE – II

Operation Flood II (1981–1985) increased the milk sheds from 18 to 136; 290 urban

markets expanded the outlets for milk. By the end of 1985, a self-sustaining system of 43,000

village cooperatives with 42.5 lakh milk producers were covered. Domestic milk powder

production increased from 22,000 tons in the pre-project year to 1, 40,000 tons by 1989, all of

the increase coming from dairies set up under Operation Flood. In this way EEC gifts and

World Bank loan helped promote self-reliance. Direct marketing of milk by producers'

cooperatives increased by several million liters a day.

OPERATION FLOOD’S PHASE – III

Operation flood’s phase – III (1985–1996) enabled dairy cooperatives to expand and

strengthen the infrastructure required to procure and market increasing volumes of milk.

Veterinary first-aid health care services, feed and artificial insemination services for

cooperative members were extended, along with intensified member education.

Operation Flood's Phase III consolidated India's dairy cooperative movement, adding

30,000 new dairy cooperatives to the 42,000 existing societies organized during Phase II.

Milk sheds peaked to 173 in 1988-89 with the numbers of women members and Women's

Dairy Cooperative Societies increasing significantly.

1.2 PROFILE OF THE ORGANIZATION

PONALIT => PON – Pondicherry LAIT – Milk

1.2.1 ORIGIN & GROWTH

This institution was registered during the year 1955 as the first Co-operative Society

in the Union Territory of Pondicherry in the name & style as “THE PONDICHERRY CO-

OPERATIVE MILK SUPPLY SOCIETY”. As time passed the supply society has

diversified its activity from consumer to producers, and concentrated in increasing the milk

production by giving various assistance/incentives to the milk-producing farmers.

The Union started procuring milk from the village producers on quality basis from

1970 onwards. To keep pace with the milk production, the Milk Union has also set up a

Dairy Plant with 10,000 Ltrs capacity for processing on 12.04.1971.

During the year 1973 the supply society was converted into co-operative milk

producers’ Union with the objective of shifting its focus on the milk producing community

and its welfare. With the success of the Amul, the National Dairy Development Board

(NDDB) has programmed to replicate the Anand pattern (collecting the quality milk from the

members and payment of remunerative price in cash regularly and providing milk production

enhancement inputs in kind) all over the nation. The Pondicherry Co-operative Milk

Producers’ Union has also taken up the World’s largest Dairy Expansion Programmes, the

“Operation Flood” during the year 1982/95. With the launching of Operation Flood

Programme the Dairy Plant was expanded to 50,000 Ltrs capacity per day. All the milk

primary co-operative societies were transformed to Anand pattern societies.

Pondicherry co-operative milk producers’ Union (Ponlait) has entered the

MNEMONIC campaign conceived, implemented, promoted and popularized by the National

Dairy Development Board (NDDB) for the entire Dairy Co-operative of the Nation, with

effect from 30.03.2002.

Thus Ponlait was committed to improve the economic and social uplift of the rural

farming/milk producing community and supplying the urban consumers with good quality

milk. The only institution in Pondicherry is extending more than Rs.1.50 Crore every month

to rural economy in cash for the benefit of farming community, by way of Milk Purchase.

1.2.2 ACTIVITIES OF DIFFERENT UNITS OF THE MILK UNION

A. MILK PROCUREMENT

Ponlait is operating in the Pondicherry Region with 98 affiliated functional Dairy

Co-operative Societies.

There are 10,000 Cattle owners who become members in the Dairy Co-operative

Societies at villages and supplying milk to Ponlait.

Milk Supplying members are paid fortnightly in cash with remunerative milk

price @ Rs.20.00 per liter for (4.2% & 8.3% SNF) w.e.f 16.02.2012.

The primary responsibility of procurement and input section is to procure clean

and quality milk from village cattle owners and carryout milk production

enhancement services.

To achieve this objective, the Procurement & Input wing is conducting various

programmes like Clean Milk Production and Quality milk Procurement at Dairy

Co-operative Societies.

Besides the main activity, the milk-supplying members’, milch animals are also

provided with Cattle Feed, Green Fodder and Artificial Insemination at subsidized

rate.

The total demand of milk both consumer and school supply will be 1,00.000 ltrs

per day of which 50% will be from Primaries and remaining 50% will be out

sourced from Aavin, Tamilnadu & Karnataka Co-operative milk Marketing

Federation.

B. MILK PROCESSING

The present handling capacity of the Dairy plant is 50,000 Ltrs per day. However

with prudent technical manpower and Top managements’ support 1,00,000 to

1,25,000 Ltrs of milk is handled per day.

2 varieties of milk namely Toned Milk & Cow Milk are produced as per the

consumer requirements. The daily consumer demand is met fully. Present

demand is 95,000 to 1,00,000 Ltrs per day.

The Dairy is supplying Toned milk of 6400 ALPD to School children under Sri

Rajiv Gandhi School Children Breakfast scheme.

Besides milk processing and grading, the Dairy is equipped to produce 15 MTS of

ghee and 5000 Kgs of Khoa (milk Peda) monthly. The Ponlait Ghee and Khoa are

much sought after products in the Pondicherry town.

The Dairy is producing 1000-1500 bottles of Flavoured milk and 2500-3000

packets of Butter Milk every day and sells in Pondicherry town.

The Dairy is also producing Paneer, Ice Cream, Kulfi, choco bar, Ice candy,

Badam Mix and curd as per the requirement of the consumer as and when needed.

C. QUALITY ASSURANCE

Since the milk is a highly perishable commodity, proper care is taken to maintain

quality of the milk right from the point of production to the point of consumption.

At the village level, the milk poured by the individual member producers is tested

at the primary society.

The milk tested for the quality at society level reaches the Dairy Plant. The raw

milk is tested organoleptically at the Dairy reception dock for its quality and then

the individual society sample are tested for its fat content and other microbial

standards.

Apart from this, the processed milk is sampled at every point of storage during the

process and proper care is taken to maintain quality standards.

Finally the different varieties of milk are graded and kept ready for packing to the

consumers. The pouched milk samples are randomly taken and tested for its shelf

life after despatch to the consumers. Presently the milk is despatched to the

market at 5 degree centigrade in three varieties viz Toned Milk 3.0% FAT 8.5%

SNF, and Cow Milk 3.5% Fat 8.5% SNF (SNF- Solids Non Fat) as on date.

Day in and day out, maintaining the quality of milk receives the top priority.

D. MILK PRODUCTS

Ponlait producing 22 verities of milk By-Products, which includes Ghee, Ice

Cream, Curd, etc.,

Ponlait selling Milk By-Products by its own brand name and also supplying Ice

cream to Amul in the name of Amul brand nearly 80 lakhs per month.

E. MARKETING

The Pondicherry Co-operative Milk Producers’ Union is operating in the

Pondicherry market, selling three different varieties of milk catering to the

different segments of the market, under its brand name “Ponlait”.

Ponlait is the number one milk brand in the Pondicherry town. Though there are

many private players in the market, Ponlait is the major market shareholder. A

market survey finding indicates that the present market share of Ponlait is around

52%.

The present average market throughput is 98,600 ltrs/day (including School Milk

Supply). It is anticipated that the sales curve may touch its peak (1,15,000 Ltrs

monthly average) during year 2012.

Ponlait milk and milk by-product selling in three ways, they are

a. Special Orders

b. Agents

c. Ponlait Milk Parlours

F. CATTLE FEED

Ponlait owns a small Cattle Feed Plant of 30 MT/day capacity in Thattanchavady

Industrial Estate.

Compounded Cattle Feed is produced with cost effective ingredients and supplied

to the members on no profit basis.

Ponlait is producing 50 Kgs of Feed out of the total cost of Rs.650/- per bag w.e.f.

01.05.2012.

The present monthly production and supply is 800 MTS

In addition Ponlait Cattle Feed is supplied to neighboring Villupuram District

Dairy also.

The Cattle Feed produced in the feed mixing plant is tested batch wise.

The balanced compounded cattle feed produced in the Ponlait Cattle Feed Plant is

proved to be effective for animal health and quality milk production.

G. ADMINISTRATION

The Ponlait Administration is vested with the committee of management comprising

12 elected representatives from the Presidents of Dairy Co-operative Societies and a

nominee from National Dairy Development Board, Co-operative Department and

Department of Animal Husbandry and Managing Director of the Milk Union.

Since the committee of management is dissolved, the Administrator manned by a

Deputy Registrar from the Co-operative Department is looking after in lieu of the

Board of Management with effect from 06.09.2002.

As per the order of the High Court, Chennai, an Advisory Board with the following

three members has been constituted by the RCS in order to guide the Administrator by

making major policy decisions and other administrative matters.

Registrar of Co-operative Societies - Chairman

State Director, NDDB, Bangalore - Member

Director, AHD, Pondicherry - Member

At present 785 employees in various cadres are working in the Union as follows,

235 : Regular Employees.

112 : Time scale Employees.

166 : Consolidated casuals.

272 : Casuals

1.2.3 MILESTONES OF THE COMPANY

SL.NO. MILESTONES YEARS

1 Registred as The Pondicherry Cooperative Milk Supply Society Ltd 1955

2 Foundation stone laid 1968

3 Dairy Plant Commissioned 10000 ltrs capacity 1971

4 Cattle feed Plant commissioned 1971

5 Registred as The Pondicherry Cooperative Milk Producers’ Union Ltd 1973

6 Artificial Insemination implemented 1984

7 Dairy Plant Expanded 10000 to 30000 ltrs capacity 1987&1988

8 Urea molasses plant implemented 1991

9 Coop. Development Programme implemented 1992

10 Expansion of Dairy Plant to 50,000 ltrs Capacity 1996&1997

11 Internet based Information System (iDIS) implemented 2000&2001

12 Mnemonic symbol adopted 2002

13 Milk supply to School Children under (Rajiv Gandhi Breakfast Scheme) 2002

14 Inaugrated Sofy ice cream sales at Bus stand Parlour (Atchaya Thiruthai) 2005

1.3 NEED FOR THE STUDY

A study of this nature will make management of an organization to derive the

following benefits.

A study of customer satisfaction gives the management an indication of general level

of satisfaction among customers. This study tells how the customers feel about their product.

The attitudes of customers can be improved through this study. And this study

determines the customers satisfaction towards their product.

CHAPTER II

REVIEW OF LITERATURE

CUSTOMER SATISFACTIONS

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

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

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

In a competitive marketplace where businesses compete for customer, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of

business strategy.

2.1 CUSTOMER SATISFACTION IN 7 STEPS

By Adrian Thompson February 11th 2002

It's a well-known fact that no business can exist without customers. In the business of

Website design, it's important to work closely with your customers to make sure the site or

system you create for them is as close to their requirements as you can manage. Because it's

critical that you form a close working relationship with your client, customer service is of

vital importance. What follows are a selection of tips that will make your clients feel valued,

wanted and loved.

Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If

you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest

assured, though, it does get easier over time. It's important to meet your customers face to

face at least once or even twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with

someone they've actually met in person, rather than a voice on the phone or someone typing

into an email or messenger program. When you do meet them, be calm, confident and above

all, take time to ask them what they need. I believe that if a potential client spends over half

the meeting doing the talking, you're well on your way to a sale.

Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to deal with all customers'

queries within the space of a few hours, but at least email or call them back and let them

know you've received their message and you'll contact them about it as soon as possible.

Even if you're not able to solve a problem right away, let the customer know you're working

on it.

A good example of this is my Web host. They've had some trouble with server

hardware which has caused a fair bit of downtime lately. At every step along the way I was

emailed and told exactly what was going on, why things were going wrong, and how long it

would be before they were working again. They also apologized repeatedly, which was nice.

Now if they server had just gone down with no explanation I think I'd have been pretty

annoyed and may have moved my business elsewhere. But because they took time to keep me

informed, it didn't seem so bad, and I at least knew they were doing something about the

problems. That to me is a prime example of customer service.

Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone. This

is very true. It's very important to be friendly, courteous and to make your clients feel like

you're their friend and you're there to help them out. There will be times when you want to

beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital

that you keep a clear head, respond to your clients' wishes as best you can, and at all times

remain polite and courteous.

Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined

customer service policy is going to save you a lot of time and effort in the long run. If a

customer has a problem.Should they contact different people for billing and technical

enquiries. If they're not satisfied with any aspect of your customer service, who should they

tell?

There's nothing more annoying for a client than being passed from person to person,

or not knowing who to turn to. Making sure they know exactly what to do at each stage of

their enquiry should be of utmost importance. So make sure your customer service policy is

present on your site -- and anywhere else it may be useful.

Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were a

client. You ever had a personalized sign-up confirmation email for a service that you could

tell was typed from scratch. These little niceties can be time consuming and aren't always

cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's

something. It shows you care; it shows there are real people on the other end of that screen or

telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship Take this as an

example: you're working on the front-end for your client's exciting new ecommerce

Endeavour. You have all the images, originals and files backed up on your desktop computer

and the site is going really well. During a meeting with your client he/she happens to mention

a hard-copy brochure their internal marketing people are developing. As if by magic, a couple

of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of

all the images you've used on the site. A note accompanies it which reads:

Honor Your Promises

It's possible this is the most important point in this article. The simple message: when

you promise something, deliver. The most common example here is project delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or you

might miss a deadline through no fault of your own. Projects can be late, technology can fail

and sub-contractors don't always deliver on time. In this case a quick apology and assurance

it'll be ready ASAP wouldn't go amiss.

2.2 "IF YOU CANNOT MEASURE IT, YOU CANNOT IMPROVE IT." - Lord

William Thomson Kelvin (1824-1907)

Measurement of Customer Satisfaction is a new significant addition to the new

ISO9000: 2000 standard. Organizations certified to this standard are now required to identify

parameters that cause customer satisfaction or dissatisfaction and consciously measure them.

2.3 Bill Gaw is the founder of Business Basics, LLC

The reality of Customer Satisfaction is in the eyes of the beholder – the customer. The

sooner we realize and accept our customers’ perceptions of our products and services as

reality, and accept it as our challenge, the sooner we will earn their confidence and become

their permanent supplier of choice.

2.4 Joan L. Giese, Assistant Professor & Joseph A. Cote, Professor, Department of

Marketing, Washington State University

While the literature contains significant differences in the definition of satisfaction, all the

definitions share some common elements. When examined as a whole, three general

components can be identified: 1) consumer satisfaction is a response (emotional or

cognitive); 2) the response pertains to a particular focus (expectations, product, consumption

experience, etc.); and 3) the response occurs at a particular time (after consumption, after

choice, based on accumulated experience, etc). Consumer responses followed a general

pattern similar to the literature. Satisfaction was comprised of three basic components, a

response pertaining to a particular focus determined at a particular time.

2.5 “CUSTOMER SATISFACTION IS KEY” – Martin Stoleman

As a consultant for people who are considering starting their own small business, I

naturally have many things to share with people. Clients come to me with a host of questions

about the process of starting a business and about the details of what to focus on above

everything else. Once we have talked through the logistics and the finances that are necessary

in starting a business, I quickly move into talking about the keys to running a successful

business. The first key that I always talk about is customer satisfaction.

Before I share with clients that customer satisfaction is my number one key to success, I

make them list in order of priority what they feel are the top ten keys to success in their future

business. This is important because it gets them thinking about their goals and about actually

having to perform for their business to be a success. Most of the time my clients rank

customer satisfaction somewhere in their list, but it is very rare that it makes the number one

spot. They are shocked when I reveal my list and they see customer satisfaction all the way

on the top.

I feel strongly about customer satisfaction for many reasons. I guess the biggest

reason is that the whole purpose of a business is to invite customers and to meet a need that

they have. If business owners and potential business owners lose sight of the fact that they are

in business for the customer and not for the money, then they will never have a successful

business. I find that businesses are prosperous and long-lasting to the degree that they truly

do make customer satisfaction the center of all they do.

Customer satisfaction means a variety of things for the business owner, but the main

thing it means is that the needs of the customer are the bottom line and the driving force

behind all decisions that are made for the business. It means that gaining and keeping

customers is important enough to a business that they are willing to make changes if

necessary based on what customers want.

Customer satisfaction is the missing key in many struggling businesses. Give

customers what they want in a way they want and in a friendly matter and many more of our

companies would be doing better. Customer satisfaction is hard to achieve, yet with intention

and care it can be rewarding for everyone involved.

CHAPTER III

OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE

To study on customer satisfaction of milk by-product in Ponlait.

SECONDARY OBJECTIVES

To identify the customer expectation.

To recognize the relationship between the customer and company.

To find the customer attitude towards milk by-product in Ponlait.

To give Suggestions for improving domestic sales of the ponlait milk by-

products

CHAPTER IV

RESEARCH METHODOLOGY

4.1 RESEARCH

Research in common place refers to a search for knowledge. Research is defined as

systematic and scientific search for pertinent information on specific topic or area of study.

4.2 METHODOLOGY

Methodology is a plan of action for a research project and explains in detail how data

are collected analyzed and presented, so that they will provide meaning information.

4.3 RESEARCH DESIGN

A Research design is purely and simply the framework or plan for the guides the

collection and analysis of data.

It is the overall operational pattern or framework of the project that stipulated the

information to be collected, from which source and what procedures. A Research design

might be described as a series of advance decision that taken together from a specific master

plan or the model for the conduct of the investigation. Descriptive research is used in this

project.

4.4 DESCRIPTIVE RESEARCH

This type of research design is undertaken in many circumstances. When the

researcher is interested in knowing the characteristics of certain groups such as age, sex,

education level, Occupation or income etc. The Objective of such study is to answer the

“Who, What, When, Where, and How” of the subject under investigation, so in this project

study comes under descriptive research design.

4.5 RESEARCH INSTRUMENT USED

The questionnaire was found to be the most suitable type of research instrument to

collect data. It is important tool of the research; it is used to generate the raw data on which

findings were based.

4.6 QUESTIONNAIRE CONSTRUCTION

A questionnaire is an assembly of carefully formulated questions, designed to collect

facts and options from the respondents. It’s an important tool of the research; it is used to

generate the raw data on which findings were based.

The aim of the designing questionnaire was

o To obtain accurate data.

o To make interview as interesting and stimulating.

o To be easily analysis.

o To facilitate efficient administration of information.

4.7 SOURCE AND COLLECTION OF DATA

The task of data collection begins after research problems have been defined and

research design chalked out. Data is the foundation for all marketing research. The

researchers can obtain data form.

Primary data

Secondary data

4.7.1 Primary data

Primary data are those, which are collected afresh and for the first time, and thus

happens to be original in character for this study, primary data involves questionnaires.

4.7.2 Secondary data

Profile of the company has been used for information of the study.

4.8 SAMPLING PLAN

Due to cost and time involved in collecting the data from all the respondents, it

becomes a compulsion to choose representation. Sampling plan explains the

o Sampling unit

o Sampling size

o Sampling method

o Area of sampling

Sampling Unit:

The sampling unit is who is to be surveyed? That is sampling unit is who are all the

respondent is called sampling unit. The sampling units for this study are customers of Ponlait,

Puducherry.

Sampling Size:

The sample size for this study is 150.

Sampling Method:

Different types of sampling methods are available. In this study the convenience

sampling was selected for this research. This sampling method used the principles of non-

probability technique.

Area Of Sampling:

The area of sampling was taken in Puducherry state.

4.9 STATISTICAL TOOLS

To arrange and interpret the collected data the following statistical tools were used.

1. Percentage Method.

2. Chi- square Analysis.

1. PERCENTAGE METHOD:

The percentage method was extensively used for findings various details. It is used for

making comparison between two or more series of data. It can be generally calculated.

No. of respondents favorable

Percentage of Respondents = x 100

Total no. of respondents

2. CHI – SQUARE ANALYSIS

The chi-square test has been used to find the relationship between variables, as it is

applicable for cross-tabulated data

This test has been used to determine whether or not there is any association

statistically, between the variables in data collected.

The chi-square contingency table has been used, as it is appropriate for the hypothesis

of independence between two nominally scaled variables.

FORMULA

Chi square (χ2) = Σ (Oij-Eij)

2 / Eij

Where Oij= Observed frequency of the cell in ith roe and jth column

Eij= Expected frequency of the cell in ith row and jth column

CHAPTER V

DATA ANALYSIS AND INTERPRETATION

TABLE 1

TABLE SHOWING GENDER OF THE RESPONDENTS

Source: Primary data

INFERENCE

From the above table 53% of the respondents are male and 47% of the respondents are female

who buying Ponalit milk by-products.

CHART 1

CHART SHOWING GENDER OF THE RESPONDENTS

53%

47% MALE

FEMALE

S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE

1 Male 80 53%

2 Female 70 47%

Total 150 100%

TABLE 2

TABLE SHOWING AGE OF THE RESPONDENTS


INFERENCE

From the above table 27% of the respondents belong to the age group of bellow 25 years, 23%

of the respondents come under the age group of 25-35 years, 16% of the respondents come under the

age group of 35-45 years, 19% of the respondents are in the age group of 45-55 years and 15% of the

respondents are in the age group of ≥55 years.

CHART 2

CHART SHOWING AGE OF THE RESPONDENTS

0%

5%

10%

15%

20%

25%

30%

<25 25-35 35-45 45-55 ≥55

27%

23%

16%

19%

15%

PER

CEN

TAG

E

AGE

RESPONDENTS


1 <25 41 27%

2 25-35 34 23%

3 35-45 24 16%

4 45-55 29 19%

5 ≥55 22 15%

Total 150 100%

TABLE 3

TABLE SHOWING OCCUPATION OF THE RESPONDENTS


INFERENCE

From the above table 17% of the respondents are students, 14% of respondents are

government workers, 33% of respondents are private workers, 11% of respondents are doing business

and 25% of respondents are engaged in other kind of occupations agriculture, etc.,

CHART 3

CHART SHOWING OCCUPATION OF THE RESPONDENTS

0%

5%

10%

15%

20%

25%

30%

35%

STUDENTGOV'T

WORKER PRIVATE WORKER BUSINESS

OTHERS

17%

14%

33%

11%

25%

PER

CEN

TAG

E

OCCUPATION

RESPONDENTS


1 STUDENT 25 17%

2 GOVERNMENT WORKER 21 14%

3 PRIVATE WORKER 49 33%

4 BUSINESS 17 11%

5 OTHERS 38 25%

Total 150 100%

TABLE 4

TABLE SHOWING RESPONDENTS’ CONSUMPTION PERIOD OF PONLAIT

MILK BY-PRODUCT


INFERENCE

From the above table 14% of the respondents are buying Ponlait milk by-product for less than

2years, 16% of respondents are buying Ponlait milk by-product for 2-4 years, 23% of respondents are

buying Ponlait milk by-product for 4-6 years and 47% of the respondents are buying Ponlait milk by-

product for more than equal 6Years.

CHART 4

CHART SHOWING RESPONDENTS’ CONSUMPTION PERIOD OF PONLAIT

MILK BY-PRODUCT

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

<2Yrs 2-4Yrs 4-6Yrs ≥6Yrs

14%16%

23%

47%

PER

CEN

TAG

E

CONSUMPTION PERIOD

RESPONDENTS


1 <2Yrs 21 14%

2 2-4Yrs 24 16%

3 4-6Yrs 34 23%

4 ≥6Yrs 71 47%

Total 150 100%

TABLE 5

TABLE SHOWING PONLAIT MILK BY-PRODUCT CATEGORIES WHICH

CUSTOMERS USE MOST


INFERENCE

From the above table 51% out of 100% of the respondents are buying Ponlait Ghee, 78% out of 100%

of the respondents are buying Ponlait Curd & Butter Milk category products, 45% out of 100% of the

respondents are buying Ponlait Sterilezed Flower Milk, 25% out of 100% of the respondents are

buying Ponlait Badham Powder, 50% out of 100% of the respondents are buying Ponlait Sugared

Khoa and 57% out of 100% of the respondents are buying Ponlait Ice Cream verities.

CHART 5

CHART SHOWING PONLAIT MILK BY-PRODUCT CATEGORIES WHICH

CUSTOMERS USE MOST

0%

10%

20%

30%

40%

50%

60%

70%

80%

51%

78%

45%

25%

50%57%

PER

CEN

TAG

E

PRODUCT CATEGORIES

GHEE

CURD AND BUTTER MILK

STERILIZED FLOWER MILK

BADHAM POWDER

SUGARED KHOA

ICE CREAM

S.NO PARTICULAR NO.OF RESPONDENTS

(Out of 150)

PERCENTAGE

(Out of 100%)

1 GHEE 76 51%

2 CURD AND BUTTER

MILK

117 78%

3 STERILIZED FLOWER

MILK

68 45%

4 BADHAM POWDER 38 25%

5 SUGARED KHOA

75 50%

6 ICE CREAM

85 57%

TABLE 6

TABLE SHOWING FACTOR INFLUENCING CUSTOMER TO BUY PONLAIT

MILK BY – PRODUCTS


INFERENCE

From the above table 17% of the respondents buy Ponlait milk by-product because of availability,

17% of the respondent buy because of reasonability, 38% of the respondent buy because of taste &

quality, 20% of the respondent buy because it is fresh product and 8% buy because other reasons like

government brand, etc.,

CHART 6

CHART SHOWING FACTOR INFLUENCING CUSTOMER TO BUY PONLAIT

MILK BY – PRODUCTS

17%

17%

38%

20%

8%

AVAILABILITY

REASONABILITY

TASTE & QUALITY

FRESH PRODUCTS

OTHER

S.NO PARTICULAR NO.OFRESPONDENTS PERCENTAGE

1 AVAILABILITY 26 17%

2 REASONABILITY 25 17%

3 TASTE & QUALITY 57 38%

4 FRESH PRODUCTS 30 20%

5 OTHER 12 8%

Total 150 100%

GHEE

NOTE: Out of 150 respondents only 76 respondents buying Ponlait Ghee. Therefore table

and chart related to Ponlait Ghee deals only with 76 respondents.

TABLE 7


GHEE


INFERENCE

From the above table Price influencing 16% of respondents to buy Ponlait Ghee, Taste influencing

36% of respondents to buy Ponlait Ghee, Freshness influencing 37% of respondents to buy Ponlait

Ghee and 12% buy Ponlait Ghee because of other reasons like availability, government brand, etc.,

CHART 7


GHEE

17%

39%

37%

7%

PRICE

TASTE

FRESHNESS

OTHERS


1 PRICE 13 17%

2 TASTE 30 39%

3 FRESHNESS 28 37%

4 OTHERS 5 7%

Total 76 100%

TABLE 8

TABLE SHOWING MOST PREFERABLE PONLAIT GHEE PACK


INFERENCE

According to the above table 34% of the respondents buying 500gm Ghee packet, 32% of the

respondents buying 200gm Ghee packet, 21% of the respondents buying 1kg Ghee packet, 8% of the

respondents buying 2kg ghee packet and remaining 5% of respondents buying 4kg Ghee packet.

CHART 8

CHART SHOWING MOST PREFERABLE PONLAIT GHEE PACK

0%

5%

10%

15%

20%

25%

30%

35%

200 gm 500 gm 1 kg 2 kg 4 kg

32%34%

21%

8%

5%

PER

CEN

TAG

E

GHEE PACKET

RESPONDENTS


1 200 gm 24 32%

2 500 gm 26 34%

3 1 kg 16 21%

4 2 kg 6 8%

5 4 kg 4 5%

Total 76 100%

TABLE 9

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT GHEE


INFERENCE

From the above table 62% of the respondents and 66% of the respondents are highly satisfied with the

freshness and quality of Ponlait Ghee respectively. 42% and 49% of the respondents are satisfied with

the Price and Package of Ponlait Ghee respectively.

CHART 9

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT GHEE

0%

10%

20%

30%

40%

50%

60%

70%

Highly Satisfied Satisfied No opinion Dissatisfied Highly Dissatisfied

PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package


Price Freshness Quality Package Price Freshness Quality Package

1 Highly Satisfied 24 46 50 26 32% 61% 66% 34%

2 Satisfied 32 25 18 36 42% 33% 24% 47%

3 No opinion 12 4 7 9 16% 5% 9% 12%

4 Dissatisfied 7 1 1 5 9% 1% 1% 7%

5 Highly

Dissatisfied

1 - - -

1% - - -

Total 76 100%


NOTE:

Out of 150 respondents only 117 respondents buying Curd and Butter milk category

products.

Out of that 117 respondents only 105 respondents buying Ponlait Curd. Therefore tables and

charts related to Ponlait Curd deals only with 105 respondents.

TABLE 10

TABLE SHOWING MOST PREFERABLE PONLAIT CURD PACK


INFERENCE

From the above table 49% of the respondents buying 100gm Ponlait curd packet and 51% of the

respondents buying 200gm curd packet.

CHART 10

CHART SHOWING MOST PREFERABLE PONLAIT CURD PACK

49%

51%100 gm

200 gm


1 100 gm 51 49%

2 200 gm 54 51%

Total 105 100%

TABLE 11

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT CURD


INFERENCE

From the above table 61% of the respondents, 51% of the respondents and 62% of the respondents are

highly satisfied with the Freshness, Quality and Package of Ponlait Curd respectively. 45% of the

respondents are satisfied with the Price of Ponlait Curd.

CHART 11

CHART SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT CURD

0%

10%

20%

30%

40%

50%

60%

70%

Highly Satisfied

Satisfied No opinion Dissatisfied Highly Dissatisfied

PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package




2 Satisfied 48 29 36 32 46% 28% 34% 30%

3 No opinion 10 12 9 8 10% 11% 9% 8%

4 Dissatisfied 14 1 7 1 13% 1% 7% 1%

5 Highly

Dissatisfied - - - - - - - -

Total 105 100%

NOTE: Out of 117 respondents who buys Curd & Butter Milk category products only 68 respondents

buying Ponlait Butter Milk. Therefore table and chart related to Ponlait Butter Milk deals only with 68

respondents.

TABLE 12

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT BUTTER

MILK


INFERENCE

From the above table 41% of the respondents, 38% of the respondents and 35% of the respondents are

satisfied with the Price, Freshness and Quality of Ponlait Butter milk respectively. 35% of the

respondents are not having any opinion about the Package Ponlait Butter milk.

CHART 12

CHART SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT BUTTER

MILK

0%5%

10%15%20%25%30%35%40%45%

Highly Satisfied


PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package




2 Satisfied 28 26 24 23 43% 38% 35% 34%

3 No opinion 11 21 16 24 16% 31% 24% 35%

4 Dissatisfied 11 6 16 12 16% 9% 24% 18%

5 Highly

Dissatisfied 1 - 3 2 1% - 4% 3%

Total 68 100%


buying Ponlait Sweet Lessi. Therefore table and chart related to Ponlait Sweet Lessi deals only with 66

respondents.

TABLE 13

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT SWEET LESSI


INFERENCE

From the above table 50% of the respondents are highly satisfied with the Package of Ponlait Sweet

Lessi. 33% of the respondents and 44% of the respondents are satisfied with the Freshness and

Quality of Ponlait Sweet Lessi. 30% of the respondents not having any opinion about the Price of

Ponlait Sweet Lessi.

CHART 13

CHART SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT SWEET LESSI

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Highly Satisfied


PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package




2 Satisfied 16 23 28 22 24% 35% 42% 33%

3 No opinion 20 18 15 6 30% 27% 23% 9%

4 Dissatisfied 10 7 8 5 15% 11% 12% 8%

5 Highly

Dissatisfied 1 - 3 - 2% - 5% -

Total 66 100%


buying Ponlait Paneer. Therefore table and chart related to Ponlait Paneer deals only with 38

respondents.

TABLE 14

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT

PANEER


INFERENCE

From the above table 42% of the respondents, 42% of the respondents, 61% of the respondents, 42%

of the respondents are highly satisfied with Price, Freshness, Quality and Package of Ponlait Paneer

respectively.

CHART 14

CHART SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT

PANEER

0%

10%

20%

30%

40%

50%

60%

70%

Highly Satisfied


PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package



1 Highly Satisfied 4 12 5 7 11% 32%

13% 18%

2 Satisfied 17 16 23 16 45% 42%

63% 42%

3 No opinion 7 8 6 12 18% 21%

16% 32%

4 Dissatisfied 10 2 4 3 26% 5%

8% 8%

5 Highly Dissatisfied - - - - - - - -

Total 38 100%


NOTE: Out of 150 respondents only 68 respondents buying Ponlait Sterilized Flavoured Milk.

Therefore tables and charts related to Ponlait Sterilized Flavoured Milk deals only with 68

respondents.

TABLE 15

TABLE SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT STERILIZED

FLAVOURED MILK


INFERENCE

From the above table 35% of the respondents buy Ponlait Sterilized Flavoured Milk Very Often, 34%

of the respondents buy Ponlait sterilized flavoured milk Often and 31% of the respondents buy Ponlait

Sterilized Flavoured Milk Rarely.

CHART 15

CHART SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT STERILIZED

FLAVOURED MILK

29%

30%

31%

32%

33%

34%

35%

Very often Often Rarely

35%

34%

31%

PER

CEN

TAG

E

FREQUENCY

Respondents


1 Very often 24 35%

2 Often 23 34%

3 Rarely 21 31%

Total 68 100%

TABLE 16




INFERENCE

From the above table 65% of the respondents buy ponlait sterilized flavoured milk because of

its taste. 22% of the respondents influenced by its freshness, 1% of the respondents

influenced by its price and remaining 12% of the respondents influenced by other factors like

availability, habit, etc.,

CHART 16



1%

65%

22%

12%

PRICE

TASTE

FRESHNESS

OTHERS


1 PRICE 1 1%

2 TASTE 44 65%

3 FRESHNESS 15 22%

4 OTHERS 8 12%

Total 68 100%

TABLE 17




INFERENCE

From the above table 38% of the respondents dissatisfied with the price of Ponlait Sterilized

Flavoured Milk. 43% of the respondents satisfied with the freshness of the Ponalit Sterilized

Flavoured Milk, 47% of the respondents highly satisfied with the quality of the Ponalit

Sterilized Flavoured Milk and 51% of the respondents satisfied with the package of the

Ponalit Sterilized Flavoured Milk

CHART 17



0%

10%

20%

30%

40%

50%

60%

Highly Satisfied


PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package




2 Satisfied 19 29 27 35 28% 43% 40% 51%

3 No opinion 8 12 7 10 12% 18% 10% 15%

4 Dissatisfied 26 1 2 6 38% 1% 3% 9%

5 Highly

Dissatisfied 9 - - - 13% - - -

Total 68 100%

BADHAM POWDER

NOTE: Out of 150 respondents only 38 respondents buying Badham Powder. Therefore tables and

charts related to Ponlait Badham Powder deals only with 38 respondents.

TABLE 18

TABLE SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT BADHAM

POWDER


INFERENCE

From the above table 18% of the respondents buying Ponlait Badham Powder Very Often, 37% of the

respondents buying Ponlait Badham Powder Often and 45% of the respondents buying Badham

Powder Rarely.

CHART 18

CHART SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT BADHAM

POWDER

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%


18%

37%

45%

PER

CEN

TAG

E

FREQUENCY

RESPONDENTS


1 Very often 7 18%

2 Often 14 37%

3 Rarely 17 45%

Total 38 100%

TABLE 19


BADHAM POWDER


INFERENCE

From the above table, taste highly influencing (50% of the respondents) respondents to buy Ponlait

Badham Powder. Price influencing only 5% of the respondent to buy Ponlait Badham Powder.

CHART 19


BADHAM POWDER

5%

50%29%

16%

PRICE

TASTE

FRESHNESS

OTHERS


1 PRICE 2 5%

2 TASTE 19 50%

3 FRESHNESS 11 29%

4 OTHERS 6 16%

Total 38 100%

TABLE 20


BADHAM POWDER


INFERENCE

From the above table 42% and 45% of the respondents are satisfied with the price and package of

Ponlait Badham Powder respectively. 47% and 53% of the respondents are highly satisfied with the

Freshness and Quality of Ponlait Badham Powder respectively.

CHART 20


BADHAM POWDER

0%

10%

20%

30%

40%

50%

60%

Highly Satisfied


PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package




2 Satisfied 16 16 13 17 42% 42% 34% 45%

3 No opinion 6 4 5 4 16% 11% 13% 11%

4 Dissatisfied 6 - - 2 16% - - 5%

5 Highly

Dissatisfied - - - -

- - - -

Total 38 100%

SUGARED KHOA

NOTE: Out of 150 respondents only 75 respondents buying Ponlait Sugared Khoa. Therefore tables

and charts related to Ponlait Ponlait Sugared Khoa deals only with 75 respondents.

TABLE 21

TABLE SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT SUGARED

KHOA


INFERENCE

From the above table 27% of the respondents buying Ponlait Sugared Khoa Very Often, 45% of the

respondents buying Ponlait Sugared Khoa Often and 28% of the respondents buying Ponlait

Sugared Khoa Rarely.

CHART 21

CHART SHOWING HOW OFTEN RESPONDENTS BUY PONLAIT SUGARED

KHOA

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%


27%

45%

28%

PER

CEN

TAG

E

FREQUENCY

RESPONDENTS


1 Very often 20 27%

2 Often 34 45%

3 Rarely 21 28%

Total 75 100%

TABLE 22


SUGARED KHOA


INFERENCE

From the above table, taste highly influencing (85% of the respondents) respondents to buy Ponlait

Sugared Khoa. Price influencing only 3% of the respondent to buy Ponlait Sugared Khoa.

CHART 22


SUGARED KHOA

3%

85%

8%4%

PRICE

TASTE

FRESHNESS

OTHERS


1 PRICE 2 3%

2 TASTE 64 85%

3 FRESHNESS 6 8%

4 OTHERS 3 4%

Total 75 100%

TABLE 23

TABLE SHOWING MOST PREFERABLE PONLAIT SUGARED KHOA PACK


INFERENCE

From the above table majority of respondents buying 50gm Sugared Khoa Packet (56% of

respondents) and very less preferable Khoa packet of the respondent is 250gm packet.

CHART 23

CHART SHOWING MOST PREFERABLE PONLAIT SUGARED KHOA PACK

0%

10%

20%

30%

40%

50%

60%

50 gm 100 gm 200 gm 250 gm

56%

29%

8% 7%

PER

CEN

TAG

E

SUGARED KHOA PACKET

RESPONDENTS


1 50 gm 42 56%

2 100 gm 22 29%

3 200 gm 6 8%

4 250 gm 5 7%

Total 75 100%

TABLE 24

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT SUGARED

KHOA


INFERENCE

From the above table majority of the respondents (31%) dissatisfied with the Price of Ponlait

Sugared Khoa, 51% of the respondents are satisfied with the Freshness, 52% are highly

satisfied with the Quality and 44% of the respondents are satisfied with the package of

Ponlait Sugared Khoa.

CHART 24


SUGARED KHOA

0%

10%

20%

30%

40%

50%

60%

Highly Satisfied


PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package

S.NO PARTICULAR

NO.OF RESPONDENTS PERCENTAGE



2 Satisfied 17 38 33 33 23% 51% 44% 44%

3 No opinion 18 8 2 10 24% 11% 3% 13%

4 Dissatisfied 23 2 1 16 31% 3% 1% 21%

5 Highly

Dissatisfied 12 - - 1 16% - - 1%

Total 75 100%

ICE CREAM VERITIES

NOTE: Out of 150 respondents only 85 respondents buying Ponlait Ice cream verities. Therefore

tables and charts related to Ponlait Ice cream verities deals only with 85 respondents.

TABLE 25

TABLE SHOWING ICE CREAM RANKING BASED ON CUSTOMERS’

PREFERENCE

ICE CREAM VERITIES RANK

KULFI 1

CHOCOBAR 2

CUP ICE CREAM 3

CONE 4

ICE CANDYY 5

VENNILLA STRAWBERRY 6

VENNILLA BALL 7

STRAWBERRY BALL 8

BUTTER SCOTCH 9

CASSATTA 10

FRUTEE NUTS 11

FRANKO DELIGHT 12

2 IN 1 PLAIN 13

2 IN 1 SPECIAL 14


INFERENCE

From the above table Kulfi is the most preferable ice cream verity of the respondents, hence

it got 1st rank and 2 in 1 special is not known to many of the respondents so it got 14

th rank.

TABLE 26

TABLE SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT ICE

CREAM


INFERENCE

From the above table 54% and 45% of the respondents are satisfied with the price and

package of Ponlait Ice Cream verities, 55% and 44% of the respondents are highly satisfied

with the freshness and quality of Ponlait Ice Cream verities.

CHART 25

CHART SHOWING CUSTOMERS’ SATISFACTION LEVEL ON PONLAIT ICE

CREAM

0%

10%

20%

30%

40%

50%

60%

Highly Satisfied


PER

CEN

TAG

E

SATISFACTION LEVEL

Price

Freshness

Quality

Package




2 Satisfied 46 37 36 38 54% 44% 42% 45%

3 No opinion 18 1 11 28 21% 1% 13% 33%

4 Dissatisfied 4 1 13 5% - 1% 15%

5 Highly

Dissatisfied 1 - - - 1%

Total 85 100%

TABLE 27

TABLE SHOWING LEAKAGES/DAMAGES IN PONLAIT MILK BY-PRODUCT


INFERENCE

From the above table 59% of the respondents never found any leakages/damages in Ponlait

milk by-products. 31% of the respondents rarely found leakages/damages, 8% of the

respondents often noticing leakages/damages and 2% of the respondents finding

leakages/damages in Ponlait milk by-products very often.

CHART 26

CHART SHOWING LEAKEGES/DAMAGE IN PONLAIT MILK BY-PRODUCT

0%

10%

20%

30%

40%

50%

60%

Very often Often Rarely Never

2%

8%

31%

59%

PER

CEN

TAG

E

FREQUENCY

RESPONDENTS


1 Very often 3 2%

2 Often 12 8%

3 Rarely 47 31%

4 Never 88 59%

Total 150 100%

NOTE: Out of 150 respondents only 62 respondents stated that they found leakage/damage

in Ponlait milk by-products.

TABLE 28

TABLE SHOWING RESPONDENTS’ RESPONSE IN CASE OF



INFERENCE

From the above table in case leakages/damages in Ponlait milk by-products 47% of the

respondents not showing any reaction, 34% of the respondents looking for alternatives and

19% claiming for compensation.

CHART 27

CHART SHOWING RESPONDENTS’ RESPONSE IN CASE OF

LEAKEGES/DAMAGE IN PONLAIT MILK BY-PRODUCT

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Ask for compensation

Looking for alternative

No response others

19%

34%

47%

0

PER

CEN

TAG

E

RESPONSE

RESPONDENTS


1 Ask for compensation 12 19%

2 Looking for alternative 21 34%

3 No response 29 47%

4 Others - -

Total 62 100%

TABLE29

TABLE SHOWING OVERALL SATISFACTION LEVEL OF RESPONDENTS

TOWARDS PONLAIT MILK BY-PRODUCT


INFERENCE

From the above table 12% of the respondents are highly satisfied with the Ponlait Milk By-Products,

59% of the respondents are satisfied with the Ponlait Milk By-Products, 19% of the respondents are

not having any opinion about the Ponlait Milk By-Products 9% of the respondents are dissatisfied

with the Ponlait Milk By-Products and 1% of the respondents are highly dissatisfied with the Ponlait

Milk By-Products.

CHART 28

CHART SHOWING OVERALL SATISFACTION LEVEL OF RESPONDENTS

TOWARDS PONLAIT MILK BY-PRODUCT

12%

59%

19%

9%

1%

Highly Satisfied

Satisfied

No opinion

Dissatisfied

Highly Dissatisfied


1 Highly Satisfied 18 12%

2 Satisfied 89 59%

3 No Opinion 28 19%

4 Dissatisfied 13 9%

5 Highly Dissatisfied 2 1%

Total 150 100%

NOTE: Out of 150 respondents only 22 respondents buying all categories of Ponlait milk by-

products

TABLE 30

TABLE SHOWING PERCENTAGE OF RESPONDENTS BUYING ALL



INFERENCE

From the above table 15% of the respondents buying all categories of Ponlait Milk By-

Products and remaining 85% of the respondents not buying all categories of Ponlait Milk By-

Products.

CHART 29

CHART SHOWING PERCENTAGE OF RESPONDENTS BUYING ALL


15%

85%

Buying all categories of Ponlait milk by-products

Not buying all categories of Ponlait milk by-products


1 Buying all categories of Ponlait

milk by-products 22 15%

2 Not buying all categories of

Ponlait milk by-products 128 85%

Total 150 100%

TABLE 31

CONSUMPTION PERIOD * OVERALL SATISFACTION CROSSTABULATION

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Consumption Period * Overall

Satisfaction

150 100.0% 0 0.0% 150 100.0%

Consumption Period * Overall Satisfaction Crosstabulation

Count

Overall Satisfaction Total

Highly

Satisfied

Satisfied No

Opinion

Dissatisfied Highly

Dissatisfied

Consumption

Period

<2 Yrs 2 13 4 2 0 21

2-4 Yrs 3 14 6 1 0 24

4-6 Yrs 7 20 2 4 1 34

≥6 Yrs 6 42 16 6 1 71

Total 18 89 28 13 2 150

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 9.261a 12 .680

Likelihood Ratio 10.521 12 .570

Linear-by-Linear Association .348 1 .555

N of Valid Cases 150

a. 12 cells (60.0%) have expected count less than 5. The minimum expected count is .28.

INFERENCE

From the above analysis, the chi-square values 9.261 and asymptotic significant value is

above 0.05. Hence, there is no evidence to reject the null hypothesis. Thus we conclude that

consumption period of Ponlait milk by-products is independent of overall satisfaction level of

customer towards Ponlait milk by-products.

TABLE 32

INFLUENCING FACTOR * BUYING ALL PRODUCT CATEGORIES

CROSSTABULATION

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Influencing Factor *

Buying All Product

Categories

150 100.0% 0 0.0% 150 100.0%

Influencing Factor * Buying All Product Categories Crosstabulation

Count

Buying All Product Categories Total

Yes No

Influencing Factor

Availability 3 21 24

Reasonability 2 23 25

Taste & Quality 10 48 58

Fresh Products 3 29 32

Others 4 7 11

Total 22 128 150

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 6.138a 4 .189

Likelihood Ratio 5.384 4 .250

Linear-by-Linear Association 1.366 1 .243

N of Valid Cases 150

a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is 1.61.

INFERENCE

From the above analysis, the chi-square values 6.138 and asymptotic significant value is

above 0.05. Hence, there is no evidence to reject the null hypothesis. Thus we conclude that

factor influencing to buy Ponlait milk by-products is independent of respondents buying all

categories of Ponlait milk by-products.

CHAPTER VI

6.1 FINDINGS

53% of the respondents are Male and 47% of the respondents are Female.

47% of the respondents buying Ponlait Milk By-Products for ≥6 years.

Curd and Butter milk category is the most preferable Ponlait Milk By-Product category.

Taste and Quality influencing majority of the respondents to buy Ponlait Milk By-Products.

Out of 150 respondents, only 76 respondents buying Ponlait Ghee.

39% of the respondents buying Ponlait Ghee because of its taste and 37% of respondents

buying because of its freshness.

34% of respondents buying 500gm Ghee Packet and 32% of respondents buying 200gm Ghee

packet.

Majority of respondents are satisfied with the Price and package of Ponlait Ghee.

Majority of respondents are highly satisfied with the Freshness and quality of Ponlait Ghee.

Out of 150 respondents, 117 respondents buying curd and butter milk category products.

Out of 117 respondents who Buying Curd and Butter Milk category products only 105

respondents buying Ponlait Curd.

51% of respondents buying Ponlait 200gm Curd Pack.

46% of respondents are satisfied with the price of Ponlait Curd.

60% respondents are highly satisfied with the Freshness of Ponlait Curd.

50% respondents are highly satisfied with the quality of Ponlait Curd.

61% of respondets are highly satisfied with the package of Ponlait Curd.

Out of 117 respondents who buying curd and butter milk category products only 68

respondents buying Ponlait Butter Milk.

Majority of respondents are satisfied with the price, freshness and quality of Ponlait Butter

Milk.

35% of respondents not have any opinion with the Package of Ponlait Butter Milk.


respondents buying Ponlait Sweet Lessi.

Majority of respondents not have any opinion about the price of Ponlait Sweet Lessi.

Majority of respondents are satisfied with the freshness and quality of Ponlait Sweet Lessi.

50% of the respondents are highly satisfied with package of Ponlait Sweet Lessi.


respondents buying Ponlait Paneer.

Majority of respondents are satisfied with the price, freshness, quality and package.

Out of 150 respondents only 68 respondents buying Ponlait sterilized flavored milk.

35% of the respondents buy Ponlait Sterilized Flavored Milk Very Often, 34% of the

respondents buy Ponlait sterilized flavored milk often and 31% of the respondents buy Ponlait

Sterilized Flavored Milk Rarely.

Majority of respondents buying Ponlait Sterilized Flavored Milk because of its taste.

Majority of respondents are dissatisfied with the price of Ponlait Sterilized Flavored Milk.

47% of respondents are highly satisfied with the quality of Ponlait Sterilized Flavored Milk.

51% of respondents are satisfied with the package of Ponlait Sterilized Flavored Milk.

Out of 150 respondents, only 38 respondents buying Ponlait Badham Powder.

Majority of respondents rarely buying Ponalit Badham Powder.

50% of respondents buying ponlait Badham powder because of its taste.

Majority of respondents satisfied with the price and package of Ponlait Badham Powder.

Majority of respondents highly satisfied with the freshness and quality of Ponlait Badham

Powder.

Out of 150 respondents, only 75 respondents buying Ponlait Sugared Khoa.

45% of respondents often buying Ponlait Sugared Khoa.

85% of respondents buying Ponlait Sugared Khoa because of its taste.

50gm pack is most preferable Ponlait Sugared Khoa packet.

Majority of respondents dissatisfied with the price of Ponlait Sugared Khoa.

Majority of respondents satisfied with the freshness and package of Ponlait Sugared Khoa.

Majority of respondent highly saitsified with the quality of Ponlait Sugared Khoa.

Out of 150 respondents, only 85 respondents buying Ponlait Ice cream verities.

Among 14 verities of ice creams Kulfi, Chocobar, Cup Ice Cream, Cone and Ice Candy

holding first 5 ranks respectively.

Respondents not aware of all verities of Ice cream.

Majority of respondents highly satisfied with the freshness and quality of Ponlait Ice Cream

verities.

Majority of respondents satisfied with the price and package of Ponlait Ice Cream Verities.

Majority of respondents not found any leakages/damages and 31% of respondents rarely

seeing leakage/damage in Ponlait milk by-products.

Out of 150 respondents only 62 respondents stated that they found leakage/damage in

Ponlait milk by-products.

59% of respondents satisfied with the Ponlait milk By-products.

Only 15% of respondents buying all categories of Ponlait Milk By-products. Remaining 85%

of respondents not buying all categories of Ponlait Milk By-Products.

6.2 SUGGESTIONS

Many respondents not aware of Ponlait Badham Powder. So display boards should

keep in front of Ponlait Palours.

Providing 500gm curd packet may influence more people to buy Ponlait Curd.

Reducing the melting time of Kulfi and some other ice cream verities will increase the

satisfaction level of customer.

Due to lack of availability many customers not aware of all verities of Ponlait ice

cream. By displaying ice cream verities list and by make all Ponlait ice cream verities

available in all milk Parlours Ponlait can overcome this issue.

By increasing Parlour size and keeping Parlour environment clean Ponlait can increase

the satisfaction level of its customers.

Only 15% of respondents buying all categories of Ponlait milk by-products. Providing

discounts and other offers will increase the percentage of respondents buying all

categories of Ponlait milk by-products.

By improving package Ponlait can eliminate leakages/damages in Ponlait milk by-

products.

Many respondents not satisfied with the price of Ponlait milk by-product so Ponlait

has to reduce the price up to some extent.

CHAPTER VII

CONCLUSION

The study about the customer satisfaction will really have an impact towards identifying the

areas in which the management should be concentrated. From the overall study on the level of

customer satisfaction with respect to Ponlait, it is understood that many of the customers are

expecting a reduction in price and improvement in package. Most of the customers are satisfied with

the quality and freshness of the products. To improve the sales, effective advertisement should be use.

CHAPTER VIII

8.1 LIMITATIONS OF THE STUDY

The entire study applies only to the Pondicherry Co-operative Milk Producer’s Union

Ltd, Puducherry.

Some of the Respondents are not co-operative to fill the answer for the question.

Many of the respondents are answering the questions with bias.

Time constrain was one of the major limitation of the study.

8.2 SCOPE FOR THE FURTHER STUDY

To provide a valuable suggestions and recommendations to the company on the

basis of analysis & interpretation.

To make the study as reliable in nature.

To do the study in a logical and systematic way.

Project helps to deal with forecasting the needs for the company.

CHAPTER IX

APPENDICES

9.1 PRODUCT CATEGORIES

S.NO CATEGORIES PRODUCTS

1 GHEE

Ghee 200gm

Ghee 500gm

Ghee 1kg

Ghee 2kg

Ghee 4kg

Ghee 5kg

Ghee 15kg tin

2 CURD AND BUTTER

MILK

Butter milk

Curd 100ml

Curd 200ml

Sweet Lessi

Paneer 100 gm

3 STERILIZED FLAVORED

MILK Sterilized Flavored Milk

4 BADHAM POWDER Badham Powder 200g

5 SUGARED KHOA

Sugared Khoa 50g

Sugared Khoa 100g

Sugared Khoa 200g

Sugared Khoa 250g

6 ICE CREAM VERITIES

Ice candy

Chocobar

Kulfi 30ml

Kulfi 70ml

Ice cream 40ml

Ice cream 90ml

Vennilla ball

Vennilla strawberry 500ml

Vennilla strawberry 1000ml

Strawberry ball

Butter scotch 90ml

Butter scotch 500ml

Butter scotch

1000ml

Frutee nuts 90ml

Frutee nuts 500ml

Frutee nuts

1000ml

Cone 50ml

Cone 100ml

Franko Delight

Cassatta

2 in 1 v/s plain

2 in 1 b/f special

9.2 QUESTIONNAIRE

Name: ___________________ Gender: _________

1. Age

[ ] <25yrs [ ] 25 – 35yrs [ ] 35 – 45yrs [ ] 45 – 55yrs [ ] ≥55yrs

2. Education

[ ] SSLC [ ] HSS [ ] UG [ ] PG [ ] Others__________

3. Occupation

[ ] Student [ ] Gvt Workers [ ] Pvt Workers [ ] Business [ ] Others

4. How long you have been consuming Ponlait Milk By-Products

[ ] <2yrs [ ] 2-4yrs [ ] 4-6yrs [ ] ≥6yrs

5. Are you regular user of Ponlait Milk By – Products (please tick respective category)

[ ] Ghee

[ ] Curd and Butter Milk

[ ] Sterilized Flavored Milk

[ ] Badham Powder

[ ] Sugared Khoa

[ ] Ice Cream Verities

6. What makes you to look out for a Ponlait Parlour to buy Milk By-Products

[ ] Availability [ ] Reasonability [ ] Taste & Quality [ ] Fresh Products [ ] Other

GHEE

7. What make you buy Ponlait Ghee?

[ ] Price [ ] Taste [ ] Freshness [ ] Other ____________

8. Among the fallowing Ponlait Ghee pack which one you prefer most (please tick)

[ ] Ghee 200 gm

[ ] Ghee 500 gm

[ ] Ghee 1 kg

[ ] Ghee 2 kg

[ ] Ghee 4 kg

[ ] Ghee 5 kg

[ ] Ghee 15 kg tin

9. Rate the Satisfaction level of Ponlait Ghee

Sl

No

Highly

Satisfied

Satisfied No

opinion

Dissatisfied Highly

Dissatisfied

1 Price

2 Freshness

3 Quality

4 package


10. Select the curd pack which you buy mostly

[ ] 100 ml Cup

[ ] 200 ml Cup

11. Rate the satisfaction level

(1 – Highly Satisfied 2 – Satisfied 3 – No Opinion 4 – Dissatisfied 5 – Highly Dissatisfied)

Sl

No

Curd Butter milk Sweet Lessi Paneer

1 Price

2 Freshness

3 Quality

4 Package

STERILIZED FLAVORED MILK

12. How often you buying Ponlait Sterilized Flavored Milk?

[ ] Very Often [ ] Often [ ] Rarely

13. What make you buy Ponlait Sterilized Flavored Milk?


14. Rate the satisfaction level of sterilized flavored milk

Sl

No

Highly

Satisfied

Satisfied No

opinion

Dissatisfied Highly

Dissatisfied

1 Price

2 Freshness

3 Quality

4 Package

BADHAM POWDER

15. How often you buying Ponlait Badam Powder


16. What make you buy Ponlait Badam Powder?


17. Rate the satisfaction level of Ponlait Badam Powder

Sl

No

Highly

Satisfied

Satisfied No

opinion

Dissatisfied Highly

Dissatisfied

1 Price

2 Freshness

3 Quality

4 package

SUGARED KHOA

18. How often you buying Ponlait Sugared Khoa


19. What make you buy Ponlait Sugared Khoa?


20. Select the sugared khoa pack which you buy mostly

[ ] 50 gm pack [ ] 100 gm pack

[ ] 200 gm pack [ ] 250 gm pack

21. Rate the satisfaction level of Ponlait Sugared Khoa

Sl No Highly

Satisfied

Satisfied No

opinion

Dissatisfied Highly

Dissatisfied

1 Price

2 Freshness

3 Quality

4 Package

ICE CREAM VERITIES

22. Rank the ice cream based on your preference

Sl

No

ICE CREAM Rank

1 ICE CANDY

2 CHOCOBAR

3 KULFI

4 CUP ICE CREAM

5 VENNILLA BALL

6 VENNILLA STRAWBERRY

7 STRAWBERRY BALL

8 BUTTER SCOTCH

9 FRUTEE NUTS

10 CONE

11 FRANKO DELIGHT

12 CASSATTA

13 2 IN 1 PLAIN (VENNILLA & STRAWBERRY)

14 2 IN SPECIAL (1 BUTTER SCOTCH & FRUTEE NUTS)

23. Rate the satisfaction level of Polait Ice Cream Verities

Sl

No

Highly

Satisfied

Satisfied No

opinion

Dissatisfied Highly

Dissatisfied

1 Price

2 Freshness

3 Quality

4 Package

24. Are you found any leakage/damage in Ponlait milk by-product

[ ] Very Often [ ] Often [ ] Rarely [ ] Never

25. What is your response in case of any leakage/damage

[ ] Ask for Compensation [ ] Look for Alternative [ ] No Response [ ] other________

26. Please rate the overall satisfaction level of Ponlait milk by-products

[ ] Highly Satisfied [ ] Satisfied [ ] No Opinion [ ] Dissatisfied

[ ] Highly Dissatisfied

27. Any suggestions for improvement

9.2 PONLAIT MILK BY-PRODUCT LIST WITH PRICE

S.NO PRODUCT NAME Price

(in Rs.)

1 SFM 18.00

2 BUTTER MILK 5.00

3 CURD 100ML 9.00

4 CURD 200ML 16.00

5 SWEET LESSI 10.00

6 SUGARED KHOA 50G 10.00




10 PANEER 100G 27.00

11 BADHAM POWDER 200G 55.00

12 GHEE 200G 85.00

13 GHEE 500G 180.00

14 GHEE 1KG 330.00

15 GHEE 2KG 660.00

16 GHEE 4KG 1320.00

17 GHEE 5KG 1650.00

18 GHEE 15KG TIN 4950.00

19 ICE CANDY 5.00

20 CHOCOBAR 15.00

21 KULFI 30ML 9.00

22 KULFI 70ML 18.00

23 ICE CREAM 40ML 6.00

24 ICE CREAM 90ML 12.00

25 VENNILLA BALL 18.00

26 VENNILLA STRAWBERRY 500ML 55.00

27 VENNILLA STRAWBERRY 1000ML 110.00

28 STRAWBERRY BALL 18.00

29 BUTTER SCOTCH 90ML 18.00



32 FRUTEE NUTS 90ML 18.00



35 CONE 50ML 12.00

36 CONE 100ML 24.00

37 FRANKO DELIGHT 22.00

38 CASSATTA 24.00

39 2 IN 1 V/S PLAIN 120.00

40 2 IN 1 B/F SPECIAL 150.00

9.3 BIBLIOGRAPHY

1. PHILIP KOTLER “MARKETING MANAGEMENT”.

2. RESEARCH METHODOLOGY – R. PANNEERSELVAM

3. STATISTICAL METHODS – S.P.GUPTA

WEBSITES

1. http://www.google.co.in/

2. http://www.wikipedia.org/

3. http://www.articlesbase.com/

4. http://foodprocess.wordpress.com/

5. http://www.agricultureinformation.com/

http://www.google.co.in/

http://www.wikipedia.org/

http://www.articlesbase.com/

http://foodprocess.wordpress.com/2011/01/23/22/

http://www.agricultureinformation.com/forums/press-releases/34345-milk-dairy-products-india-production-consumption-exports.html

Project Report ponlait

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