Satish Reddy Roll No. 24

8/6/2019 Satish Reddy Roll No. 24

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Customer Satisfaction towards Zuari Cements

EXECUTIVE SYNOPSIS

Statement of the Problem

The customer satisfaction levels of the Zuari cements is hampered by various factors

both internal and external in nature. The problem of reduced customer satisfaction can

be attributed to various parameters, the current study aims at resolving those factors by:

Understanding the existing customer satisfaction levels with respect to Zuari

cements ltd.

Ascertaining the various factors which are hampering the satisfaction levels of the

customers.

Analyzing the factors which can enhance the customer satisfaction level of the

Zuari cements?

NEED FOR THE STUDY:

The project is deal with various aspects of the consumers in regard to the

requirements that will enable them to improve utilization of the product. This study

helps to analyze the current situation faced by the consumers while dealing with

product (Zuari cement). In this context the dealers and consumers of KADAPA .I

surveyed and the study only restricted to KADAPA.

Global College of Engineering & Technology - Kadapa1


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OBJECTIVES OF THE STUDY

To understand the customer satisfaction levels with Zuari cement Ltd.

To identify the factors influencing the customers to deal with Zuari cement Ltd

To identify the customers suggestions with respect to Zuari cement Ltd.

To understand the marketing strategies adopted by Zuari cement Ltd.

To understand the different services provided by Zuari cement Ltd.

LIMITATIONS OF THE STUDY

It is primarily a micro level study.

Due to constraints of time only Kadapa Dist. is selected and so it cannot claim

to be a comprehensive study of the population.

The sample size is restricted to 60 respondents.

The data is obtained through a structured questionnaire and it has its own

limitations in its analysis and interpretation.



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FINDINGS

1. Majority of the respondents opined that they are neutral

on Zuari cements repurchase in future.

2. Majority of the respondents are Neutral to recommend the Zuari

cements to recommend the Zuari cements to friends and colleagues & 15% of

respondents expressed dis-interest recommending the Zuari cements to friends and

colleagues.

3. Majority of the respondents felt timeliness of delivery is average

and 15% felt the timeliness of delivery is poor.

4. Majority of the respondents felt the delivery of the right quantity is

very rare.

5. The company is not providing proper information / communication

to dealers on promotional campaigns.

6. Majority of the respondents disagreed with timely of receipt of

supply.

7. There is a common complaint of delay in receipt of supplies by the

dealers ranging from 2 days to 5 days.

8. As per the dealers view the lead time offered by the company is not

sufficient.

9. Fair percentage of the people are not receiving credit facilities very

often.



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9. The employees of the company have to be more responsive towards the

customers problems.

10. The company has to enhance the lead time to 3 weeks ( as the majority of the

dealers are requesting for it and other companies are offering it ).

11. The company has to provide price allowances, discounts, rebates for bulk

purchases, warehousing facilities and gift schemes.

12. The company has to run the incentive and foreign tour contests more

transparently.

INTRODUCTION

CUSTOMER SATISFACTION

Meaning: -

The contentment which the customer gets when the performance of the product meets

the customers expectations, it is termed as Customer Satisfaction.

Definition: - Customer satisfaction, a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. Customer

satisfaction is defined as "the number of customers, or percentage of total customers,

whose reported experience with a firm, its products, or its services (ratings) exceeds

specified satisfaction goals."

It is seen as a key performance indicator within business and is part of the four of a

Balanced Scorecard. In a competitive marketplace where businesses compete for

customers, customer satisfaction is seen as a key differentiator and increasingly has

become a key element of business strategy

Buying Motives: - High Quality.

Low price.

Long life.



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Performance etc.,

Buying roles: -

Initiator: - Who first suggests the idea of buying.Influencer: - The person whose views or advice to influence the decision.

Decider: - The person who decides on only component of a buying.

User: - The person who consumes or uses the product.

Buying Decision: - Whether to buy, what to buy, how to buy or where to buy.

Motivation has a direct cause and effect relationship.

CONSUMERS SATISFACTION

If the consumers are satisfied with the product they can be easily get into utilization. So

these preferences should be satisfied with the utilization Survey. The Consumers are

becoming very conscious about the quality, credit price, strengthens, durability of the

product. They need better at competitive price. To know about the preferred media of

advertising and other factors.

An opinion survey has been conducted in Andhra Pradesh for a period of one month

and the findings have been presented with suitable a suggestion for the improvement .It

has been felt that well conceived and organized industries have to be developed in rural

areas. Which would be essential for the speedy growth of cement production in the

country and the major survey is based on the responses of the Customers



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INDUSTRY PROFILE

INTRODUCTION :

Cement is a key infrastructure industry. It has been decontrolled from price and

distribution on 1 st March 1989 and deli censed on 25 th July 1991. However, the

performance of the industry and prices of cement are monitored regularly. The

constraints faced by the industry are reviewed in the infrastructure coordination

committee meetings held in the cabinet secretariat under the chairmanship of secretary

(coordination). The cabinet committee on infrastructure also reviews its performance.

Cement industry is one of the major and oldest established manufacturing

industries in the modern sector of Indian economy. It is an indigenous industry in which

the company is well endowed with the necessary raw materials, skilled manpower and

equipment & machinery technology.

Cement is required by firms, bridges, buildings, water supply projects, dams,

roads, hydroelectric power projects, seaports, airports, and irrigation schemes. It is thus

a vital industry which assumes a crucial part in the economic development of the

country.

RAW MATERIALS:

The basic raw material for manufacturing cement is limestone. This isavailable in plenty in the form of limestone deposits in the nature. Limestone is

excavated for mines by mechanical equipment with the help of stocker & reclaimed the

correct.

The raw materials consist of limestone, iron ore & bauxite. The correct

proportions are fed into a grinding mill where they are reduced to a very fine of

compressed air. The power from the storage ribs is fed into rotator kiln; the material is

subjected to a temperature is about 1500c. chemical reaction takes place between the

various materials resulting in the formation of cement compound like Tricalcium

silicate (about 24%), die calcium silicate (about 20%), Tri calcium alumina (about 7 to

10%) and aluminum ferrate (about 10 to 12%).



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and 4.2 meters in diameters. In the kiln, the powder is heated to 1500 degrees

Celsius. This creates a new product, called clinker, which resembles pellets about

the size of marbles.

5. The clinker is combined with small amounts of gypsum

and limestone and finely ground in a finishing mill. The mill is large revolving

cylinder containing 250 tones of steel balls i.e. driven by a 4000ph motor. The

finished cement is ground so fine that it can pass through a sieve that will hold

water.

6. The cement manufacturing process consists of many

simulations and continuous operations using some of the largest moving machinery

in manufacturing. Over 5000 sensors and 50.

7. Computers allow the entire operations to be controlled by

a single operator from a central control room.

DIFFERENT TYPES OF CEMENT:

There are varieties of cement based on different compositions according to

specific end uses namely Ordinary Portland Cement, Portland Pozolona cement,

Portland Blast furnace slag cement, and specialized cement. The basic difference lies in

the percentage of linker used.

ORDINARY PORTLAND CEMENT (OPC):

OPC, popularly know as grey cement has 95% clinker and 5% of gypsum and

other materials. It contains for 56% of the total consumption. White cement is a

variation of OPC and is used for decorative purposes like rendering of walls, flooring

etc. Contains a very low proportion of oxide.

PORTLAND POZZOLONA CEMENT (PPC):

PPC has 80% clinker, 15%pozzolona and 5% gypsum and accounts for 18% of

the total cement consumption. Pozzolona has siliceous and aluminous materials that do

not possess cementing properties in the presence of water. It is cheaply manufactured



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because it uses fly ash / burnt clay/ coal waste as the ingredient. It has lower heat of

hydration, which helps in preventing cracks where large volumes are being cast.

PORTLAND BLAST FURNACE SLAG CEMENT (PBSFC):

PBSFC consist of 45% clinker, 50% blast furnace slag and 5% gypsum andaccounts for 10% of the total cement consumed. It has a heat of hydration even lower

than PPC and is generally used in construction of dams and similar massive

constructions.

SPECIALIZED CEMENT:

Oil Well Cement: Is made from clinker with special additives to prevent any

porosity. RAPID HARDENING PORTLAND CEMENT:

It is similar to OPC, except, that it is ground much finer, so that casting, the

compressible strength increases rapidly.

WATER PROOF CEMENT:

OPC, with small portion of calcium separate or non- specifiable of to impart

waterproofing properties.

CEMENT INDUSTRY IN INDIA

OVERVIEW

1. Indian cement industry data back to 1914-first unit was setup at Proddatur with

a capacity of 1000 tones.

2. Currently India is ranked second in the world with an installed capacity of 114.2

million tones.

3. Current per capita consumption-85 pages. Against world standard of 256 kgs.



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channel

However, cement consumption per capita in our country at about 99-kg/ capita is

one of the Lowest. The world average is about 267 kg/ capita. While that of china is 450

kg / capita. Similar in Japan its 631 kg/ capita while in France it is 447 kg / capita.

Production:

1. Excess capacity exists, through some units are sick.

2. 1999-2000 production expended to reach 95 mn tones

3. Exports around 2 mn tones.

4. Cement manufactured through the wet, semi-dry or process.

5. Dry process accounts for 90% of the installed capacity.

6. Wet process popular in the past- better control over mixing of raw materials.

7. Dry process replacing the wet process as it is space saving energy efficient and

economical.

Prices

a. Price fluctuations.

b. Essentially determined by demand.

c. Prices also vary with grades

AVERAGE MAXIMUM RETAIL PRICE

Delhi

Amount ( Rs.)

Calcutta

Amount ( Rs.)

Chennai

Amount ( Rs.)

Bangalore

Amount ( Rs.)Aug 1999 137 146 175 170Sep 1999 137 139 175 161

Oct 1999 136 125 175 161Nov 1999 136 125 172 140Dec1999 128 117 160 136



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Jan 2000 120 140 136

1. Over 370 companies in the organized sector.

2. However, industry dominated by 20 companies who account for ever

70% of the market.

3. Individually no company accounts for over of the market

Manufacturing Process:

Cement is manufactured by using the wet, semi dry and processes. The wet

process was popular in the past as it provided better control over materials mixing

process. However, the dry process has now gained popularity globally because it is

space saving, energy efficient and economical.

Capacity Distribution and Consumption Norms

ProcessCapacity

(TPD) % of total

Power

KHz/MT

Fuel

Kcal/kg

Dry 282486 93 120-125 750-800

Semi-Dry 13910 5 115-120 900-1000

Wet 5260 2 110-115 1300-1600

Total 301656 100

GEOGRAPHICAL DISPERSION



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Cluster Wise Installed Capacity (Large Plants)

Cluster State No of plantsCapacity

(mn tpa)Satna MP 8 12.18

Ballarpur MP 11.16Gulbarga Karnataka/AP 7 7.82

Chandrapur Maharashtra/AP 7 7.49

Chanderia Rajasthan/MP 7 7.45 Nalgonda AP 8 5.85Yerraguntla AP 4 5.40

Sub total 50

57.37

(52.5%)

Non cluster 63

52.75

(47.5%)

Total 120 110.10



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PRODUCTION CAPACITY

Cement plant with a capacity of up to 0.3 mntpa are classified as mini cement

plants and are eligible for concessional excise duty. Though the minimum economic

size of a cement plant is 1 mntpa, there are over 300 white and mini cement plants in

India a collective capacity of only 9 mntpa (8% of the total domestic installed

capacity). Most of the new cement plants being set up have a capacity of 1 mntpa or

more. The average cost of setting up a mini cement plant is about Rs 1400 per ton,

while for large cement it is about Rs 3500 per ton.

Ready mix concrete: Industry

1. RMC-ready to use concrete, a blend of cement, sand and aggregate and water

mixed in convenient proportion.

2. Launched first in Mumbai a few years ago is gaining in other metros in India.

3. Typical cost of a plant- Rs. 7.8 crs (US $ 1.6 to 1.8 mn) to set up a 100 cubic

meter (cum) plant with 4-5 transit mixers. Gestation period is around 3-4

months

4. Currently RMC is at a very nascent stage, accounts for 0.5% of the demand .

Company No of plants Capacity ( cu m/hr)

ACC 13 712

RMC Ready mix 4 440

L & T 5 330

Fletcher Challenge 3 320HCC 2 240

Unitech 2 150

Jog Construction 1 120

Starmnac 1 120

Madras Cement 1 56

Birla Cement 1 30



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Three units of ACC to be commissioned

Companies planning to enter this Market:

1. Priyadharshini Cements in Hyderabad.

2. Saurashtra Cements in Navy Mumbai.

3. Pioneer a world leader entering the market

4. Capacity additions expected in the next few years

5. ACC plans to treble its capacities.

6. Grasim is setting up four more plants.

7. L & T plans to add another eight more .

Concerns:

Cement industry going through a consolidation phase in the last few years.

Transportation:

1. Transportation costs high-freight accounts for 17% of the selling and

distribution cost.

2. Road preferred for transportation for distances less than 250 kms. However,

industry is heavily dependent on roads are the railway infrastructure is not

adequate shortage of wagons.

Capacity additions:

1. Acquisitions have been the mainstay of the business.



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2. Regional imbalance resulting in cross regional movement-limestone availability

in Pockets has led to uneven capacity additions.

3. Capacity additions have slow down.



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Industry inputs :

1. Highly capacity intensive industry.

2. Nearly 55-60% of the inputs controlled by the controlled.

3. Facing problems due to power shortage.

4. Coal availability the quality affecting production.

5. Mini plants realization of the revenue lower large plants, survival

difficult.

Future out look

Most economic forecasts for the Indian cement industry indicate a favorable

outlook for the Indian cement sector. With no significant addition expected, the supply

demand position is expected to the better balanced. Retail housing segment is expected

to show significant demand growth over the next two year. With the industrial

production showing an upward trend, housing construction showing a sign so revival

and the government gearing up to spend more on infrastructure, the sector looks

favorably poised. The overall demand growth is expected to about 7-8 per cent.

Withdrawal of sales tax benefits for the new units will give an added push to

consolidation via acquisitions. Consolidations will be more regional, with companies

seeking to gain dominance in their chosen regions.

Indias per capital cement consumption is less than 100 kg compared to the

world average of 250 kg. Currently, the total cement demand in India is lower than the

total capacity. The cement manufacturers association of India projects a demand of 101

mn tap in 2000-01 as against 93 mn yap last year. Against this, the total installed

capacity is 109 mn tap. However seven million tones of Cement Corporation of India

and two million tones of UP cement are lying ideal. An 8-10 per cent growth is

projected in the coming years, which will take the demand to 200 million tones in 10

years.



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A focus on more value added products likely Ready Mix Concrete (RMC) is

emerging. RMC is a compound in which sand, gravel additives and water are added to

cement and sold as readymade concrete. Cement products benefit from RMC

production as it involves low capital expenditure. The cost of setting up a 100 metric

cube per hour plant is in the range of Rs 70 to 90 mn. While the central government has

declare a zero excise duty on RMC, the Maharashtra government has made it

mandatory to use RMC in construction of all the flyovers. With these measures, the

total; RMC consumption is expected to touch 6 per cent of total cement capacity in next

four year. To tap is existing potential, leading cement manufacturers in the country like

L & T and ACC have already announced their plans to expand their RMC capacities is

coming years.

Next cost cutting measure appears to be transporting bulk cement. This method

is cement transpiration is preferred by cement manufacturers as it results in lower

packaging costs, hence lower demurrage costs. At present, cement is predominantly

sold in 50 kg bags. But the pattern appears to the changing as cement manufacturers

have increasingly started selling cement in bulk, especially in cities where construction

activity as it is peak. Most of the cement sold in bulk is currently used by the ready mix

concrete plants. Cement consumed in bulk could help save about Rs 110 per tone (Rs5.50 per 50 kg bag) compared to the use of conventional bags.

Around the world, almost 80% of the cement transportation is carried out in

bulk form. But in India, only about 1%of total cement is transported in this form. This

is because of the attendant problems like inadequate infrastructure in the form of port

facilities and lack of timely availability of wagons from the railways. Cement

packaging costs accounts for nearly 4 per cent of total costs for a cement manufacturer.

The industry will see more action on the mergers and acquisition front. So far,

the market has seen only two major international players. Lafarge and Cement Francais,

in action. But others, such as CEMEX and the big daddy, Holders Bank are waiting in

the wings. These global players are; looking towards getting a foothold in the Indian

market, offering a higher acquisition price than the international standards. Within the



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next three to five years the industry is expected to be dominated by five six big players

and less than ten companies in all, both Indian and foreign.



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COMPANY PROFILE

This cement division project in 1978 and according to the Texaco it has taken

the steps for acquiring the land at YERRAGUNTLA in KADAPA dist. in 1982.

Constructing activity is started and the cement plant is completed in March 1985.Texaco is started production at clinker by March 1985. Original plant capacity was 5

lakh tones per annum at first.

The Zuari cement is strategically located at Yerraguntla. The plant location

existence of 6km from Yerraguntla. It is connected to the railway station on by a

railway track of 7 km length and is having on exchange plant inside the factory; plant is

connected to the nearest highway by 0.2 km land private load.

Basically this is belongs to DR.K.K. Birla. In 1994 January 1, this cement unit

of Texaco being handed over to Zuari agro chemical industry. Under working

agreement on 7-2-95. This unit is sold by Texaco to Zuari in 1997 company has

conceives expansion project investing 370 crores and making increasing rated capacity

from 5 lakh to 7 lakh. This project was completed by formally 1999 and in fact from1-

4-2000. Company entered in agreement with joint venture partner with Italy cementwith 50% of partnership and working agreement.

The Group has strength of 22,300 employees worldwide.

62 cement plants.

14 Grinding Units.

4 stand alone terminals.

147 aggregate quarries.

575 concrete batching units.



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Part of the prestigious Dr.K.K.Birla Group a Rs 4000 crores conglomerate Zuari

cement as within a short time span made its presence felt in the cement industry. It has

done so by making top quality cement.

Consistently, Cement that has won the confidence and trust of millions in the

country. This commitment to quality has being it grow from a modest 0.5 million ton

capacity in 1995 to 2 million tons today. Zuaries quality drive originates in its state of

the are cement plant, situated at yerraguntla; Renewed for rich Narji limestone deposits,

this plant is cement manufacturers envy. Yet, strategic location is just factor

contributing to Zuari success.

There are other equal important reasons.

Superior work force.

Cutting-edge technology.

Decentralized quality assurance teams.

All this combine seamlessly to ensure that every bag of cement. That leaves the

plants is of consistent quality, and worthy of bearing the zuari label. World Wifeexcellence with ital cement.

Zuari industries ltd has entered into 50:50 joint venture with Ital cement group,

the largest producer and distributor of cement in Europe and one of the leaders in

cement production in the world.

Ital cementi operates in 19 countries including Canada, France, Italy, Morocco,

USA and Bulgaria. Italic cements global industrial network includes more than 50

cement plants, 500 concrete batching units 150 quarries.

Zuari joint with Ital cement gives Sri Vishnu cement a global technological

advantage which reflects in finesses of every grain of Sri Vishnu cement.



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History of Zuari cements:

1. Zuari cement was started in 1994 to operate the cement plant of Texaco Ltd.Subsequently, Texacos cement business was taken over by the company in

1995.

2. Zuari cements manufacturing facility at yerraguntla in Andhra Pradesh is one

of the largest in south India and places Zuari cement among the top 5

manufacturers in the south.

3. In 2000, Ital cement group the second largest producer and distributor of cement

in Europe and fifth largest cement producer in the world enter into a joint

venture with Zuari cement and Zuari cement Limited was formed.

COMPETITORS:

1. CORAMANDAL CEMENT

2. MAHA CEMENT

3. NAGARJUNA CEMENT

4. LANCO CEMENT

5. ULTRATECH CEMENT

6. PENNA CEMENT, etc.

Joint venture with Ital cementi:

The scenario of mergers and acquisitions is still vast in the cement industry. The

entry of many multinationals. The other MNCs planning to enter the Indian market and

consolidation of the companies in India has been forcing mergers in the cement

industry. Now company is under joint venture having rated capacity of 17 lakhs per

annum.

Ital cements group CCBs mother company ( Companies des cements ), and the

Zuari Industries Ltd (ZIL) of India have reached an agreement to create a 50:50 joint

venture which will assume the cement activities of ZIL, consisting of the cement plant

of yerraguntla, in Andhra Pradesh.



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Location of the plant:

Cement and its raw materials namely coal and lime stone, are all bulky that

make transportation difficult and uneconomical. Given this, cement plants are located

close to both sources of raw materials and markets. Most of lime stone deposits in India

are located in Madhya Pradesh, Rajasthan, Andhra Pradesh, Maharashtra and Gujarat.

There is a trade-off between proximity to markets and proximity to raw

materials due to which some cement plants have been setup near big markets despite

lack of raw materials.

Zuari cement industries ltd., is located at Krishna Nagar, in Yerraguntla, Kadapa

district. It was nearest to the railway station and also nearest to the road. It was 6 km

distance to yerraguntla. Location of the plant at this place is having the following

advantages. Location in industrial belt of Rayalaseema with sophisticated facilities like

water.

Present of best suited limestone proved scientifically for cement.

Low free limestone to ensure reduce surface cracks.

Low heat of hydration from better soundness.

Low magnesia content to ensure reduced tensile cracks.

Specially designed setting time to suit Indian working conditions.

PRODUCTION:

Cement production during the period has also increased from about 72.23

Million tons about 90 million tons in 2005-2006 excluding the contribution of mini

cement plants.

RAW MATERIALS:

The actual requirements of raw material at 100% capacity utilization would be;

1. 12.5 million tons of limestone per annum.

2. 70000 tons of Gypsum per annum.

3. 39000 tons of Bauxite per annum.

4. 20000 tons of Iron ore per annum.



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1. The limestone is major component required for the plant is net from the

mines located adjacent to the proposed site.

2. Gypsum is procured from fertilizer factories at Madras and Cochin.

3. Iron is soured partly from mini steel plants located at Tirupathi and partially

from Bellary.

4. Bauxite is procured from Goa, Karnataka and Maharashtra.

POWER:

Maximum estimated power demand is 45 M.V. The company has an existing

contract 50 M.V demands APSEB, the plant presents has D.G sets with an aggregate

general capacity of 12.6 M.V.

WATER:

Water is required for seeds of consumption make for plant and machinery for

general need in plant. Company has a pumping station and underground bore wells near

Hanuman Gutta village at Penna River to tap the undergrounds water in riverbed.

TRANSPORT:

The factory is when connected to different part of the country through rail and

road facilities is near to Yerraguntla railway station and has a railway lint to the factory

with an extern point within the factory premises 605 of the cement is dispatched by rail

gal is received through rail. The plant is connected to the nearest state highway to

Bangalore, Hyderabad and Chennai.

MANPOWER:

Existing plant has a total of 500 employees. After and addition of employees may be

required.

QUARRY:

It is situated adjacent to the factory. It constituted limestone, one of the major

materials for cement industry. The quarry has a mining base area of 1027.56 acres.



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S.No DescriptionMassive

(MT)grade limestone

Flaggedstone(MT)

Total (MT)

1 Total reserves of limestone

36 blocks108442 9.894 118.36

2 Un workable limestone dueto mining obstacles

29530 2540 32.07

3 Workable reserves 79912 7354 86.266

Chambal fertilizers and chemicals ltd (CFCL) promoted by Zuari industries

ltd., has set up a large gas based area manufacturing plant at Gadapan about 35 km

from Keta, a major industrial town of Rajasthan state in India.

CFCLs plant is a state-of-the-are-high-tech complex built at a cost of Rs.12.67 billions. Spread over an area of 1105 acres (or 447 hectares 4.47 sq.kms), containing

the manufacturing units offsite facilities including captive power plant, railways siding

and amenities like residential complex, club, school, etc in a pleasant and green

surroundings snamprogetti of Italy and Haldor topsoe of Denmark provided the

technical know-how and Engineering and other services for Ammonia and urea plant

while off-site facilities were built mainly by Tokyo engineering India ltd.

The enterprise value of the unit has been pegged at Rs. 740 crores. The creation

of this joint venture company is a new step in the international of the Ital cement group

in Asia. It is a new opportunity for the group, to further increase its presence in the

emerging countries by entering the promising Indian market, the third largest in the

world. In combination with a very important partner says a release issued by laggard

who advised ital cement on the deal.



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Here are 6 of the many reasons why Zuari 53 grade and 43 grades cement

edges out its competitors .

1. High compressive strengths.

2. Low heat of hydration.

3. Better soundness.

4. Lesser consumption of cement for M-20 concrete grade and above.

5. Faster de-shuttering of formed work.

6. Reduced construction time.

With a superior and wide range of cement catering to very conceivable building

need, Zuari cement is a formidable player in the cement market. Here are just a

few reasons why Zuari cement is chosen by millions in India.

Ideal raw materials

Low time and magnesia content and high proportion of silicates

Greater fineness

Slow initial and fast final setting

Wide range of applications

Quality customer service

A wide range to address every need: Residential, commercial, multistoried buildings and complex.

Mass concreting-dams, canals, spillways

Construction and repair of pavements, roads, flyovers and runways.

Spun pipes and poles manufacturing

Cold weather concreting

Pre-fabricated elements such a pipes, sleepers, windows, door frames etc.

Quality customer service:

In an effort to reach out to customers better, Zuari cement as set up a technical

cell named Zuari home partner. This cell gives guidance in the field of building.

Technology, architecture, housing finance and economical usage of the high

quality. Technical experts provide the assistance according to the individual

requirements. So that customers get the best value for the investment they have



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made.

Products

Zuari Cement manufactures and distributes its own main product lines of cement .We

aim to optimize production across all of our markets, providing a complete solution for

customer's needs at the lowest possible cost, an approach we call strategic integration of

activities.

Cement is made from a mixture of 80 percent limestone and 20 percent clay. These are

crushed and ground to provide the "raw meal, a pale, flour-like powder. Heated to

around 1450 C (2642 F) in rotating kilns, the meal undergoes complex chemical

changes and is transformed into clinker. Fine-grinding the clinker together with a smallquantity of gypsum produces cement. Adding other constituents at this stage produces

cements for specialized uses .

Zuari Cements range of cement

http://zuaricements.com/scripts/productsOPC53.aspxhttp://zuaricements.com/scripts/productsOPC43.aspxhttp://zuaricements.com/scripts/productsPPCsuperfine.aspx


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Process Technology, the Solid Foundation

The culture of quality that has always prevailed in Zuari Cement's manufacturing

facilities is best exemplified in the process technology employed.

Advanced technology methods are used to ensure that a high level of quality is attained

and sustained right through the manufacturing process. Yet, these high standards are

constantly improved upon by an experienced and dedicated R&D team to attain

performance oriented cement

The process Technology Advantages

Complete homogenization of limestone is achieved by stacking the limestone in

stock-plies with the use of stackers and reclaiming it through reclaimers. The

optimum ratio of raw mix is attained by the use of X-ray analyzer and automatic

weigh feeder which are linked to the centralized computers control room.



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BOARD OF DIRECTORS

DIRECTORS : Saroj Kumar Poddar, Chairman Rodolfo Danielle

Yves Rene Nanot

Goran Siefert

Maurizio Caneppele, Managing director

Raghunathan Vishwanathan

EXECUTIVES : Director-Marketing ; K. Srivasthava

Director-Technical : P. Sheoran

Vice President : S. Suresh

COMPANY SECRETARY : L.R Neelakanta

BANKERS : State Bank of India, Andhra bank,

BNP Paribas, Standard chartered Bank,

State Bank of Hyderabad.

AUDITORS : BSR & Co.,

Chartered accountants Bangalore

FACTORY : Krishna Nagar, Yerraguntla,



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STRUCTURE OF RESEARCH METHODOLOGY

RESEARCH DESIGN : Descriptive

DATA SOURCES : Primary data, Secondary data

RESEARCH APPROACH : Survey method

RESEARCH INSTRUMENT : Structured questionnaire

CONTACT METHOD : Personal

SAMPLING PROCEDURE : Random Sampling

POPULATION SIZE : Consumers in Kadapa dist

SAMPLE SIZE : 40 Consumers, 20 Dealers.

STATISTICAL TOOL : Simple Percentage

DATA SOURCES:

The data sources obtained for the research study is

Primary data

Secondary dataPrimary data is obtained from interacting and interviewing Consumers of cement in

Kadapa dist.

Secondary data is obtained from company in the form of records, company,

websites, company newspapers etc.

NEED FOR THE STUDY:



helps to analyze the current situation faced by the consumers while dealing with

product (Zuari cement). In this context the dealers and consumers of KADAPA .I

surveyed and the study only restricted to KADAPA.



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OBJECTIVES OF THE STUDY

To understand the customer satisfaction levels with zuari cement Ltd.

To identify the factors influencing the customers to deal with zuari cement Ltd

To identify the customers suggestions with respect to zuari cement Ltd.

To understand the marketing strategies adopted by zuari cement Ltd.

To understand the different services provided by zuari cement Ltd.

SCOPE OF THE STUDY



helps to analyze the current situation faced by the consumers & dealers while

dealing with product (Zuari cement). In this context the consumers& dealers of

Kadapa dist.I surveyed and the study only restricted to Kadapa dist.

LIMITATIONS OF THE STUDY

It is primarily a micro level study.

Due to constraints of time only Kadapa dist is selected and so it cannot claim to

be a comprehensive study of the population.

The sample size is restricted to 60 respondents.

The data is obtained through a structured questionnaire and it has its own

limitations in its analysis and interpretation.

Some respondents did not provide the requisite information pertaining to the

questionnaire.



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SAMPLE SIZE:

The sample size of the project is 100 Costumers.

SAMPLING METHOD :

Random sampling method of sampling was adopted to get over the limitation. The

researcher followed the sampling technique, sample random sampling method for

the study.

SAMPLING UNIT / AREA:

The survey was conducted in KADAPA.

RESEARCH INSTRUMENT / TOOL:

The research tool of the project is questionnaire.

This research used structured questionnaire with question of

Open- ended question.(Saying the words through mouth)

Closed-ended question.(opinion Type)

Multiple-choice question.(Options Type)

RESEARCH APPROACH :

Survey method

CONTACT METHOD:

Personal / direct

STATISTICAL TOOL:

In this research various percentages are identified in the analysis and they are

represented pictorially by the way of bar diagrams in order to have a better quality.

NO OF RESPONDENTS

______________________ *100

TOTAL NO OF RESPONDENTS



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CONCEPTUAL FRAME WORK OF CUSTOMER SATISFACTION:

Customer satisfaction, a business term, is a measure of how products andservices supplied by a company meet or surpass customer expectation. Customer

satisfaction is defined as "the number of customers, or percentage of total customers,

whose reported experience with a firm, its products, or its services (ratings) exceeds

specified satisfaction goals."

The CUSTOMER SATISFACTION is related to the marketing mix and its

variables. They may be broadly classified as follows :

PRODUCT

PRICE

PLACE (DISTRIBUTION)

PROMOTION

PRODUCT VARIABLES:

1. Product line and range

2. Quality, demand, features, design, models, style, appearance, size.

3. Warranty of product.

4. Packaging, type of material, size, appearance and label, new products

5. Branding & trade mark

6. Merchandising

7. Service, presale and after sale.

PRICE VARIABLES:

Pricing policies, levels of prices, levels of margins, discounts and rebates, resale

price maintenance, terms of delivery payment, credit terms and installment

facilities .



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PLACE VARIABLES:

Channels of distribution, type of intermediaries, channel policy and design.

Location of outlets, channel remuneration and Customer principles relations, physical

distribution, transportation etc.

PROMOTIONAL VARIABLES:

Advertising, media mix budgets, allocations and programmers.

Sales promotion efforts, display, contests, trade promotions, publicity and public

Relation.

Personal setting, objectives, levels of efforts, quality of sales force, cost level,

level of motive.



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DATA ANALYSIS OF CONSUMER RESPONSES

Table No.1 The Level of satisfaction with Zuari cement ?

GRAPH: 1LEVELS OF SATISFACTON WITH ZUA

CEMENT

010203040

5060

Excellent Good Average Poor

OPINION

N O

O F

R E S P O N D E N T S

Inference:

From the above table, it can be inferred that, 22.5% of respondents felt the satisfaction

level with zuari cement is excellent. 50% felt satisfaction level with zuari cement is

good. 20% felt satisfaction level with zuari cement is average and 7.5% felt the

satisfaction level with zuari cement is poor.


S.No . OPINIONNO OF.

RESPONDENTSPERCENTAGE

%

1 Excellent 9 22.5

2 Good 20 50

3 Average 8 20

4 Poor 3 7.5

Total 40 100


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TABLE: 2statement showing the Repurchase level of Zuari Cement in future?

S.No. Options No. of Respondents Percentage

1 Very Likely 12 30

2 Neutral 25 62.5

3 Very Unlikely 3 7.5

Total 40 100

GRAPH 2 :REPURCHAGE OF ZUARI CEMENT IN

FUTURE

010203040506070

Very Likely Neutral Very Unlikely

YEARS

N O

O F

R E S P O N D E N

Inference:

From the above table, it can be inferred that, 30% of respondents are very likely torepurchase the zuari cement in future. 62.5% respondents are neutral on repurchase of

zuari cement in future. 7.5% respondents are very unlikely on repurchase of zuari

cement in future.



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TABLE: 3 Statement showing the attitude of Recommendation to friends &colleagues by the consumers?

S.No. Opinion No. of Respondents Percentage

1 CertainlyRecommended

17 42.5

2 Neutral 17 42.5

3 Certainly NotRecommended

6 15

Total 40 100

GRAPH 3 :RECOMENDATION TO FRIENDS

&COLLEAGUES

01020304050

C e r t a

i n l y

R

e c o m m e n

d e

d N e u

t r a

l

C

e r t a

i n l y N o

t

R

e c o m m e n

d e

d

OPINION

N O

O F R E S P O N D E

Inference:

From the above table it can be inferred that, 42.5% of respondents expressed interest inrecommending certainly to friends and colleagues. 42.5% of respondents expressed that

they are neutral to recommend the Zuari cements to friends and colleagues & 15% of

respondents expressed dis-interest recommending the Zuari cements to friends and

colleagues.



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4. Please rate the Importance of each of the following services provided byZuari Cement?

TABLE: A) statement showing the Timeliness of delivery.

S.No. OPINIONNO OF.


%

1 Excellent 5 12.5

2 Good 20 50

3 Average 9 22.5

4 Poor 6 15

Total 40 100

GRAPH: 4.1

TIMELINESS OF DELIVERY

0

20

40

60


OPINION

N O

O F

R E S P O N D E N T

Inference:

From the above table it can be inferred that, 12.5% of respondents felt the timeliness of

delivery is excellent. 50% felt timeliness of delivery is good. 22.5% felt timeliness of

delivery is average and 15% felt the timeliness of delivery is poor.



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TABLE: B) statement showing the Right Quantity of delivery.

S.No. OPINIONNO OF.


%

1 Excellent 8 20

2 Good 17 42.5

3 Average 13 32.5

4 Poor 2 5

Total 40 100

GRAPH 4.2

:

RIGHT QUANTITY OF DELIVE

01020304050


OPINION

N O

O F


Inference:

From the above table it can be inferred that, 42.5% of respondents felt the delivery of

right quantity is excellent. 32.5% felt the delivery of right quantity is good. 20% felt the

delivery of right quantity is average and 5% felt the delivery of right quantity is poor.



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TABLE: C) statement showing the Quality Assurance of Zuari cement.

S.No. OPINIONNO OF.


%

1 Excellent 15 37.5

2 Good 11 27.5

3 Average 12 30

4 Poor 2 5

Total 40 100

GRAPH 4.3 :

QUALITY ASSURANCE

0

10

20

30

40


OPINION

N O

O F

R E S P O N D E N T

Inference:

From the above table it can be inferred that, 37.5% of respondents felt the quality

assurance is excellent, 27.5 % felt quality assurance is good.30% felt quality assurance

is average and 5% felt the quality assurance is poor.



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TABLE: D) Statement showing the level of Information OR Communication byZuari Cement to consumers.

S.No. OPINIONNO OF.


%

1 Excellent 3 7.5

2 Good 15 37.5

3 Average 12 30

4 Poor 10 25

Total 40 100

GRAPH 4.4 :

INFORMATION OR

COMMUNICATION

010

20

30

40


OPINION

N O

O F


Inference:

From the above table it can be inferred that, 7.5% of respondents felt the information or

communication provided by the company is excellent. 37.5% felt the information or

communication provided by the company is good. 30% felt information or

communication provided by the company is average. And 25% felt the information or

communication provided by the company is poor.



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Data Analysis of the Dealers / Retailers Responses

TABLE: 1) Statement showing the Time of dealing with Zuari Cement?

GRAPH: 1

TIME OF DEALING WITH ZUARI

CEMENT

01020304050607080

0-10 Years 10-20 Years 20-30 Years

YEARS

N O

O F R E S P O N D E N T S

Inference:

From the above table it can be inferred that, 75% of respondents are dealing with Zuari

Cements from past 10 years, 20% of the respondents are dealing from 10-20 years &

rest 5% dealers are having long association of more than 20 years.


S.No. Years No. of Respondents Percentage

1 0-10 Years 15 75

2 10-20 Years 4 20

3 20-30 Years 1 5

Total 20 100


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TABLE: 2) statement showing Average Monthly Turnover of Zuari Cement.

GRAPH: 2AVERAGE MONTHLY TURNOVER

OF ZUARI CEMENT

0

10

20

30

40

0-100Tones

100-200

Tones

200-300

Tones

300-400

Tones

400-500

Tones

TONNES

N O

O F


Inference:


S.No. TONNES NO OF.


1 0-100 Tones 7 35

2 100-200 Tones 6 30

3 200-300 Tones 5 25

4 300-400 Tones 0 0

5 400-500 Tones 2 10

Total 20 100


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From the above table it can be inferred that, 35% of respondents are having up to 100

tonnes turnover, 30% respondents are having 100-200 tonnes turnover, 25%

respondents are having 200-300 tonnes turnover and 10% are having 400-500 tonnes

turnover.

TABLE: 3) Statement showing the dealing with other cements Brands.

GRAPH: 3

DEALING WITH OTHER CEMENT B RANDS

65

35

Yes

No

Inference:

From the above table it can be inferred that, 65% of respondents are dealing with other

cement brands. 35% of respondents are not dealing with other cement brands.



1 Yes 13 65

2 No 7 35

Total 20 100


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TABLE: 4) Statement showing the Opinion on quality of Zuari Cement.

GRAPH: 4


S.No. OPINIONNO OF.


%

1 Excellent 15 75

2 Good 5 25

3 Average 0 0

4 Poor 0 0

Total 20 100


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QUALITY OF ZUARI CEMENT

0

20

40

60

80


OPINION

N O O F


Inference:

From the above table it can be inferred that, 75% of respondents felt the

quality of zuari is excellent. 25% felt the quality of zuari is good, but there were no

respondents to opine average and poor.

TABLE: 5) Statement showing the Timely receipt of the Supplies.

GRAPH: 5



1 Yes 15 75

2 No 5 25Total 20 100


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TIMELY RECEIPT OF THE SUPPLIES

75

25

YesNo

Inference:

From the above table it can be inferred that, 75% of respondents received the supplies

at right time. 25% respondents disagreed with timely of receipt of supply.

TABLE:6) Statement showing the If no specify the delay in days.

S.No.OPINION

NO OF.

RESPONDENTS

PERCENTAGE

%1 2 Days 3 60

2 5 Days 2 40

3 1 Week 0 0

4 15 Days & above 0 0

Total 5 100



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GRAPH: 7COMPANY EXCUTIVES VISITINGS

0204060

80

15 DaysOnce

MonthlyOnce

2 MonthsOnce

3 Months& Above

OPINION

N O

O F


Inference:

From the above table it can be inferred that, 60% of respondents opined the company

executives visit 15days once. 35% felt company executives visit monthly once and 5%

felt the company executives visit 2months once.

TABLE: 8) Statement showing the lead time offered by the Company.

S.No. OPINIONNO OF.


%

1 1 Week 15 752 2 Weeks 3 15

3 3 Weeks 2 10

4 1 Month 0 0

Total 20 100



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GRAPH: 8LEAD TIME OFFERED BY ZUARI

CEMENT

0

20

40

6080

1 Week 2 Weeks 3 Weeks 1 Month

OPINION

N O

O F

R E S P O N D E N T

Inference:

From the above table it can be inferred that, 75% of respondents said that the company

offered one week lead time, 15% of respondents said that the company offered two

weeks lead time, 10% of respondents said that the company offered three weeks lead

time.

TABLE: 9) Statement showing the Credit Facilities offered by the Company?

GRAPH: 9



1 Yes 6 30

2 No 14 70

Total 20 100


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C R E D IT F E C I L IT I E S O F F E R E

C O M PA N Y

30

70

Ye s

No

Inference:

From the above table it can be inferred that, 70% of respondents expressed they did not

receive any credit facilities from the company, where as 30% expressed they received

the credit facilities from the company.

TABLE:10) Statement showing the Suggestions towards the Zuari Cement.

NOTE : two respondents expressed two suggestions to Zuari cements. Damages of the packages



1 No comments 18 90

2 Comments 2 10

Total 20 100


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Market price is increasing but, at the same time profits does not increase in

The same proportion.

GRAPH: 10

Inference:

From the above table it can be inferred that, only 10% of respondents has given

suggestion for the problem faced by zuari cement and 90% has no problem with the

zuari cement.

TABLE:11) Statement showing the Inference to continue as a dealer for ZuariCement.



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GRAPH: 11

INFERENCE TO CONTINUE AS A

DEALER FOR ZUARI CEMENT

020406080

100

P r o m o t i o n a l

C a m p a i g n s

Q u a l i t y

a s s u r a n c e

C r e d i t

T e r m s

C o m p a n y

P o l i c y

M a r g i n s

OPINION

N O

O F

R E S P O N D E N T

Inference:


S.No. OPINION NO OF.RESPONDENTS

PERCENTAGE

1 PromotionalCampaigns 0 0

2 Quality assurance 18 903 Credit Terms 0 0

4 Company Policy 0 0

5 Margins 2 10

Total 20 100


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From the above table it can be inferred that, 90% of respondents Felt the reason to

continue as dealer for Zuari cement is Quality assurance. 10% felt the reason to

continue as a dealer for Zuari cement is margins.

TABLE:12) Statement showing the Responsiveness of Zuari Employees.

GRAPH: 12


S.No. OPINIONNO OF.


%

1 Excellent 3 15

2 Good 10 50

3 Average 5 25

4 Poor 2 10

Total 20 100


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RESPONSIVENESS OF ZUA

EMPLOYEES

0

20

40

60

Ex cellent Good Average Poor

OPINION

N O O

F

R E S P O N D

E N T S

Inference:

From the above table, it can be inferred that 15% of respondents felt the responsiveness

of Zuari Employees is Excellent. 50% felt responsiveness of Zuari employees is good.

25% felt responsiveness of Zuari employees is average and 10% felt the responsiveness

of the Zuari employees is poor.

TABLE:13) Statement showing the Customer Service Provided by Zuari Cement.


S.No. OPINIONNO OF.


%

1 Delighted 1 5

2 Satisfied 19 95

3 Neutral 0 0

4 Dissatisfied 0 0

Total 20 100


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GRAPH: 13

CUSTOMER SERVICE PROVIDED BY

RUARI CEMENT

0

20

40

6080

100

Delighted Satisfied Neutral Dissatisfied

OPINION

N O

O F R E S P O N D

E N T

Inference:

From the above table it can be inferred that, 5% of respondents felt the customer service

provided by Zuari cement is delightful. 95% felt customer service provided by Zuari

cement is satisfactory.

TABLE: 14) Statement showing the Delivery or Supply of Zuari Cement.


S.No. OPINIONNO OF .


%

1 Excellent 5 25

2 Good 10 50

3 Average 4 20

4 Poor 1 5

Total 20 100


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GRAPH: 14

DELIVERY OR SUPPLY OF ZUARCEMENT

0

20

40

60


OPINION

N O

O F


Inference:

From the above table, it can be inferred that, 25% of respondents felt the delivery or

supply of zuari cement is excellent. 50% felt delivery or supply of zuari cement is good.20% felt delivery or supply of zuari cement is average and 5% felt the delivery or

supply of zuari cement is poor.

TABLE: 15) Statement showing the Marketing Strategies Communicated by



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Zuari Cement to Dealers.

GRAPH:15

Inference:

From the above table it can be inferred that 90% of respondents agreed that marketing

strategies communicated regularly by Zuari cement to dealers. And 10% of respondents

disagreed with the marketing strategies communication.

TABLE:16) Statement showing the Replace on Zuari Cement.


S.No. Opinion No. of Respondents Percentage

1 Yes 18 90

2 No 2 10

Total 20 100


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S.No. OPINIONNO OF.


%

1 Certain 1 5

2 High Change 0 0

3 Low Change 6 30

4 Never 13 65

Total 20 100

GRAPH:16

REPLACEMENT ON ZUARI

CEMENT

020406080

Certain HighChange

LowChange

Never

OPINION

N O

O F

R E S P O N D E N T

Inference:

From the above table we can conclude that the 65% respondents will never replace the

Zuari cements, 30% respondents may think of possible change in future, but 5%

respondents expressed a certain replacement / change in the near future.



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PRICE COMPARISION OF ZUARI CEMENT WITH OTHER

COMPETING BRANDS

S.No Brand Name

Price in Rs.

43 Grade 53 Grade

FINDINGS

1. Majority of the respondents opined that they are neutral on Zuari cements

repurchase in future.



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2. Majority of the respondents are Neutral to recommend the Zuari cements to

recommend the Zuari cements to friends and colleagues & 15% of respondents

expressed dis-interest recommending the Zuari cements to friends and

colleagues.

3. Majority of the respondents felt timeliness of delivery is average and 15% felt

the timeliness of delivery is poor.

4. Majority of the respondents felt the delivery of the right quantity is very rare.

5. The company is not providing proper information / communication to dealers on

promotional campaigns.

6. Majority of the respondents disagreed with timely of receipt of supply.

7. There is a common complaint of delay in receipt of supplies by the dealers

ranging from 2 days to 5 days.

8. As per the dealers view the lead time offered by the company is not sufficient.

9. Fair percentage of the people are not receiving credit facilities very often.

10. Majority of the respondents felt the responsiveness of the Zuari employees is

very meager.

11. The supply / delivery of the Zuari cements is pretty ordinary.

12. Healthy clutter of the people are thinking of switching to another competing

brand of cement in near future.

SUGGESTIONS

1. The company has to improve the logistics and supply chain management to improve the

distribution efficiency.

2. The company has to manage and reduce the delays in supply of goods to the dealers.



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3. The company has to provide adequate credit facilities.

4. The company has to improve the communication of marketing strategies to the

retailers.

5. The company has to increase the sales promotion activities to counteract the

competitors effectively.

6. The company has to enhance the service quality by being empathetic, responsive and

reliable towards the consumers complaints.

7. The company executives have to visit the dealers regularly to diagnose the problems

and to find a feasible solution to them.

8. The employees of the company have to be more responsive towards the customers

problems.

9. The company has to enhance the lead time to 3 weeks ( as the majority of the dealers

are requesting for it and other companies are offering it ).

10. The company has to provide price allowances, discounts, rebates for bulk purchases,

warehousing facilities and gift schemes.

11. The company has to run the incentive and foreign tour contests more transparently.

12. The packing has to be changed to more appealing and attractive one to the customers.



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CONCLUSION

After the Analysis we can conclude that majority of the customer are neutral andeven more meagerly satisfied because of factors such as, delay in delivery, less lead

time, mere sales promotion, irregular visits by the company representatives, lack of

communication from the company to the retailers regarding the promo programs,

unattractive and non-appealing packaging and deceased employee responsiveness.

Hence the company has to implement the suggestions provided to enhance the

satisfaction levels of the customers and entrench long term mutually beneficial business

relationship with the dealers and enhance long run success of the firm.

Annexure - I

QUESTIONNAIRE (Consumers)

NAME :SHOP NAME AND ADDRESS :PHONE NO :E-MAIL :



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1.How satisfied you with the Zuari cement ?Excellent Good

Average Poor

2.How likely is that you use Zuari cement again in the future?

Very likely neutral Very unlikely

3.How likely would you be to recommended Zuari cements to your friends &colleagues?

Certainly recommended Neutral Certainly not recommended

4.please rate the importance of each of the following services provided by the Zuaricement? A )Timeliness of delivery

Excellent Good

Average Poor

b)Right quantity of delivery

Excellent Good

Average Poor

c)Quality assuranceExcellent Good

Average Poor

d)Information or communicationExcellent Good

Average Poor

QUESTIONNAIRE (Retailers/Dealers )

NAME :SHOP NAME AND ADDRESS :PHONE NO :E-MAIL :

1.Since how long you are dealing with Zuari cement?



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____________________years.

2.Average monthly turnover of Zuari cement in tonnes? _________________tonnes per month.

3.do you also deal with other cement brands? If yes please specify. _____________,_________________,______________,____________________.

4.how do you rate the quality of Zuari cement?

Excellent Good

Average Poor

5.Do you receive the supply of required quantity of cements on time ?

Yes No

6.what is the range of delay in supplies ?

2 2days 5 days

1 1week 15 days & above

7.How frequently the companies executives visit to you ?

15 days once Monthly once

2 Months once 3 Months once & above.

8.What is the lead time offered by the Zuari cement ?

1 week 2 weeks

3 weeks 1 Month

9. Does the company offers you any credit facilities ?

Yes No10. Do you have any suggestions towards the credit facilities offered by the Zuaricement ?

_____________________________ _____________________________ _____________________________

11.which factors influence you to continue as a dealer for Zuari cement ?



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Promotional campaigns quality assurance

Company policy margins

Credit terms

12.How do you rate the responsiveness of Zuari employees to your queries ?

Excellent Good

Average Poor

13.How do you rate the customer service provided by Zuari cement ?

2 delighted satisfied

1 neutral dissatisfied

14.How do you rate the delivery or supply of Zuari cement ?

Excellent Good

Average Poor

15.Are company marketing strategies communicated to you ?

Yes No

16.By considering about factors over the next 12 months how likely are you to replaceyour product?

certain high change

low change never

BIBILIOGRAPHY

Philip Kotler - Marketing management, 11 th edition,PHI Publication, 1999.

D.D.Sharma - Marketing Research, 2 nd edition,



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S.C. & Co.Publication, 2000.

A.Singaravelu &

R.Senapathy - Quantitative methods in business,1st edition, Meenakshi Agencies, 1998.

S.P.Guptha - Statistical Techniques, 11 th edition andS.C. & co.1997.

WEBSITES:

WWW.ZUARICEMENTS.LTDWWW.GOOGLE.COMWWW.GLOBAL.ENGG.KDP
http://www.zuaricements.ltd/http://www.global.engg.kdp/http://www.zuaricements.ltd/http://www.global.engg.kdp/

Satish Reddy Roll No. 24

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