A

Summer Internship Project Report

Entitled

Customer Satisfaction Feedback Regarding Godrej Material Handling Products

conducted by IMRB International, Kolkata

Submitted in partial fulfillment of Post-Graduate Diploma in Management

(Approved by AICTE, Govt. of India)

Academic Session: 2014-2016

Submitted By:-

Sudip Ranjan Das

Roll No BM-014265

Under the Guidance of:

Industry Guide Faculty Guide

Rajarshi Roy Dr. Yogita Sharma

Field Manager, Faculty, Marketing

IMRB International, Kolkata

Industry Mentor

Rajat Sengupta

Team Leader

IMRB International, Kolkata

Declaration

I, SUDIP RANJAN DAS declare that the project work entitled Customer Satisfaction

Feedback Regarding Godrej Material Handling Products conducted by IMRB International,

Kolkata is my project. I have not copied this project. I have worked hard for this project. Mr.

Rajat Sengupta was my project guide as well as my team leader. His encouragement, indulgency,

and affection made this project a reality. I have proudly got his guidance in designing the

architecture underlying the system.

The facts presented here are correct and true to best of knowledge and belief.

Sudip Ranjan Das

Date:

Preface

To launch any new product or to know the satisfaction level for a particular product, we need

market survey and the success of that survey depends on customer satisfaction and whether the

interests of the customer are kept in mind or not. The customers satisfaction and delight plays an

important role in promoting the brand name of the company.

IMRB International is one of the best established market research firms. Their top clients include

BAT Group, Bharti Group, Cadbury, Ford Group, Frito Lay, Glaxo Smithkline, Heinz, Indian

Airlines, ITC Group, Millward Brown, Nestle, Pepsi Group, Reckitt Benckiser, Research

International, TVS Motors, Unilever Group, VST and so on.

I mainly had to focus on the taking feedback from the customers i.e. the manager or IT Head of

the esteemed organizations in Kolkata and the southern region of West Bengal regarding the

particular topics and how much they are satisfied regarding the products or services.

However I faced some difficulty while collecting primary data from the companies manager or

IT Head as time for taking every feedback is minimum 30 minutes and maximum 90 minutes,

some customers initially gave feedback very calmly, but after few minutes they looked

impatience.

I have tried to put my best efforts to complete this task on the basis of skill that I have achieved

during the last one year study in the Institute. I tried to put my maximum effort to get the

accurate statistical data. However I would appreciate if any mistakes are brought to me by guide.

Acknowledgement

It is my immense pleasure to present the summer internship project report on Customer

Satisfaction Feedback Regarding Godrej Material Handling Products conducted by IMRB

International, Kolkata

A work is never work of an individual, Here I being a student of Institute of Management

Studies, Ghaziabad deeply express my gratitude to IMRB International to give me chance for

undergoing the training program at their branch under Summer Internship Program. Past two

months have been a great learning experience for me.

I would like to thank Mr. Rajarshi Ray, Field Manager, IMRB International, for constantly

guiding me by providing me with the necessary inputs and helping me at every juncture of the

project.

I am grateful to my faculty guide Dr. Yogita Sharma whose practical knowledge and experience

has helped me in understanding the research principles and relating it in the practical field. She

never fails to give valuable advice, help and cooperation in every possible way. I hope to work in

many more projects under her priceless guidance.

I would also like to thank Mr. Rajat Sengupta, Team Leader, IMRB International, for his support

and help during duration of my internship and in completing this project work.

I would also like to thank my friends who stood behind me and have directly and indirectly

helped me in providing the books and amenities which have helped in development of this

report, without such help this report would not have been possible.

Last but not the least, I would like to thank my colleagues (other summer Interns) in IMRB

International who were always there to help me.

_________________________________

Sudip Ranjan Das

BM 014265

Contents

Name Page No. Executive Synopsis 1

Company Profile

About The Company Sector It Researches Different Units Of IMRB International Networks Of IMRB International Other Associates Vision & Mission of IMRB International SWOT Analysis Of IMRB International

2

3

3

4

6

7

8

8

Godrej Material Handling Division

About Godrej About Godrej-MHE

10

11

12

Objective of the Study 14

Literature Review 16

Research Methodology

Research Design Sample Design Data Collection Data Analysis & Findings

One Sample t-test 2 Sample t-Test Paired t-Test Factor Analysis

19

20

20

21

21

22

25

29

33

Conclusion & Recommendation 48

Limitation of the Study 50

Bibliography 52

Questionnaire 54

Pictures

Picture No. Name Page No. Pic 1a: IMRBs Network 7

Pic 2a: About Godrej 11

Pic 3a: Products of Godrej-MHE 12

Pic 4a: Pie Chart of Respondents Profile 21

Pic 5a: Scree Plot 39

Tables

Table No. Name Page No.

Tab 1b: One-Sample t-test Statistics 23 Tab 2b: One-Sample t-Test 24 Tab 3b: 2 Sample Group Statistics 26 Tab 4b: Independent 2 Samples Test 28 Tab 5b: Paired Samples Statistics 30 Tab 6b: Paired Samples Correlations 31 Tab 7b: Paired Samples Test 32 Tab 8b: Descriptive Factor Statistics 35 Tab 9b: Correlation Matrix 38 Tab 10b: KMO and Bartlett's Test 38 Tab 11b: Rotated Component Matrix 40 Tab 12b: Rotated Component Matrix 41 Tab 13b: Communalities 42 Tab 14b: Total Variance Explained 43 Tab 15b: Component Transformation 44 Tab 16b: Component Score Coefficient Matrix 45 Tab 17b: Component Score Covariance Matrix 45 Tab 18b: Factor 1 46 Tab 19b: Factor 2 46

Tab 20b: Factor 3 47