CHAPTER-1

INTRODUCTION
1.1INDUSTRY PROFILE
Plastics

1. The Thermo Plastics

2. Thermo Sets
Conventional materials

Importance of SUJALA Pipes

HISTORY OF PLASTIC PIPES

Introduction to plastics
High Density Polyethylene

High Density Polyethylene (HPDE)

Polystyrenes

Acrylonitril Butadiene Styrene (ABS)

Poly Vinyl Chloride (PVC)

Export of Plastics Goods

Role of Plastics in the National Economy

Importance of Pipes Industry

Raw materials supply

Pipe Technology & Terms and Concepts

1.2COMPANY PROFILE

Origin

Growth
Quality

Brand name

Sizes

Warranties

Payment period
1.2.1. PRODUCT PROFILE


Product attributes
 

Application Areas

Polymer

Major structure of Polymer

Structure of Cis and Trans

Various applications of Polymer

Elastomers

Elastomers

Plastics

Plastics

Fibers

Fiber
HDPEPipes–SecondGeneration

HDPEPipes–LastsLonger

HDPEPipesareeconomical

HDPEPipesareeasytoinstall
Features of HDPE Casing Pipes


Long track record of excellent performance, approaching 50 years worldwide
 HAPTER-2
REVIEW OF LITERATURE
INTRODUCTION

Definition of Market:

Marketing
 _ PHILIP KOTLER

_ CONDIFF AND STILL

American Marketing Association

Marketing management

Marketing research:

_ PAUL E. GREEN
The American Marketing Association offers the following definition:

- o.c.Ferrell Michal

-Philip Kotler

A Conceptual Frame Work

CUSTOMER SATISFACTION
Introduction
THEORITICAL BACKGROUND
MEASURING CUSTOMER SATISFACTION
CUSTOMER EXPECTATION

CUSTOMER SATISFACTION MEASUREMENT

CONCEPTUAL BACKGROUND

Measuring satisfaction
 customers

Customer value

Advantages of creating customer satisfaction

Brand image

Increase in sales
2.1 MEANING & DEFINITION OF CUSTOMER SATISFACTION
Meaning

For example

Definition
Acording to Kotler (2000) defined satisfaction as:

Hoyer and MacInnis (2001)

2.2 NEED & IMPORTENCE OF CUSTOMER SATISFACTION

2.3METHODS OF CUSTOMER SATISFATION

 methods to measure
customer satisfaction:

Direct Methods:

2. Indirect Method:
 a) Customer Complaints:

Customer Loyalty:

2.4 OTHERS

Types of customers

Loyal Customers:
Discount Customers:

Impulse Customers:

Need-Based Customers:
Wandering Customers
CUSTOMER VALUE AND SATISFACTION

Michael Porter of Harvard

Total customer satisfaction:

INFLUENCE OF CUSTOMER SATISFACTION

CUSTOMER PROFITABILITY

profitable customer

Purpose

 CHPTER-3

RESEARCH METHODOLOGY & OBJECTIVES

3.1 NEED FOR THE STUDY

 3.2 OBJECTIVES OF THE STUDY



3.3. SCOPE OF THE STUDY

.
3.4 METHODOLOGY OF THE STUDY

What is Research

Research methodology

Research:-
RESEARCH PROCESS
 :

3.4.1 Research design

According to young
“

According to miller
According to kevlinger

“Research

According to green and dull

Types of research design:-

Types of Research Design

Exploratory design

Types of Exploratory Research





Descriptive Research Design

Classification of descriptive study

1. Longitudinal Studies:-

a) True Panel:
b) Omnibus panel:

2) Cross Sectional Studies

3.5.2 SOURCE OF DATA

Primary data

Methods of collection Primary data

(a) Questionnaire or Survey method

TYPE OF SURVEY

1. Mail Survey by Questionnaire

2. Telephone Survey
 3. Personal interview field survey

b) Observation method-

c) Experimental research

d) Panel research

CONCLUSION

USES OF SURVEY METHOD

USES OF ADVANTAGES OF PRIMARY DATA:

DISADVANTAGES OF PRIMARY DATA:

3.4.3 SAMPLE SIZE

3.4.4SAMPLIN PROCEDURE

Non –Probability sampling:

SIMPLE RANDOM SAMPLING:

3.4.5 DATA COLLECTION:

PRIMARY DATA

Questionnaire

Types of Questionnaire
2. Structure Questionnaire:-

2. Unstructured Questionnaire:-

a. Open ended Questions:-

Dichotomous:

a) Yes b) No

b) Multiple Choice:-

Ex:
(a) (b) (c) (d)

c) Likert Scale:-

Ex:-
 (a) (b)
(c) (d)

d) Rating Scale:-

(a) (b) (c)

(d) (e)
Closed Ended Questions
a) Completely Unstruture:-

Ex:
b) Word association:-

Ex:
a) b) c)

c) Sentence completion:-

Ex:-

d) Story Completion:-

STATISTICAL TOOL USED:

a) Percentage method:-

3.5 LIMITATIONS OF THE STUDY




 DATA ANALYSIS & INTERPRETATION

Table -4.1: Regular Customers of SUJALA Pipes

No. of Respondents Percentage (%)

Graph no4.1

Sales
90
82%
80
70
60
50
40
30
18%
20
10
0
YES NO

Interpretation
 Table –4.2: How many years are you using SUJALA Pipes

Years No. of Respondents Percentage(%)

Graph no 4.2

40

35 34%

30 29%
26%
25

20

15
11%
10

0
less than 1year 1-5years 5-10years more than 10years

Interpretation
 Table –4.3: Awareness on Competitive Brands

Respondents Percentage%

Graph no 4.3

awreness on competitive brands

80

70 70%

60

50

40 awreness on competitive
30%
brands
30

20

10

0
yes no

Interpretation
 Table –4.4: How Do You Came to Knowing About SUJALA Pipes

Respondents Percentage%

Graph no 4.4

60
56%

50

40

knowing about Nandi pipes

30
23%
20 18%

10
3%

0
Dealer Reference Commericical Others
Ads

Interpretation
 Table –4.5: Preferable Factors on SUJALA Pipes

Graph no 4.5

60

50 48%

40

30 26% preferable factorson Nandi

pipes
21%
20

10 5%

0
quality price availability others

Interpretation
Table –4.6 Opinion on Quality Standards of SUJALA Pipes Comparer To
Other Brands

Satisfaction No. of Respondents Percentage (%)

Graph no4.6

Percentage (%)
70%
60%
60%

50%

40% 37%

30%

20%

10% 7%
3%
0%
Very much Satisfied Dissatisfaction Very much
satisfaction Dissatisfaction

Interpretation
 Table -4.7: Opinion on Durability of SUJALA Pipes

Respondents Percentage

Graph

Percentage

80%
68%
70%
60%
50%
40% 32% Percentage
30%
20%
10%
0%
Yes No

Interpretation
 Table –4.8: Opinion on Service of SUJALA Pipes

Respondents Percentage%

Graph no 4.8

Percentage%

60% 55%

50%

40%

30% Percentage%
23%
18%
20%

10% 4%

0%
Good Average Excellent Poor

Interpretation
 Table –4.9: Opinion on Delivery of SUJALA Pipes

Respondents Percentage%

Graph no 4.9

Percentage%

90%
80%
80%
70%
60%
50%
Percentage%
40%
30%
20%
20%
10%
0%
Yes No

Interpretation
 Table – 4.10: Opinion on After Sales Service of SUJALA Pipes

Respondents Percentage

Graph no 4.10

70

60 59%

50

40
28% opinion on after sales of Nandi
30 pipes

20
13%

10

0
satisfied cannot say not satisfied

Interpretation
 Table – 4.11 what are the attributes that you like in SUJALA pipes

Types Respondents Percentage

Graph no 4.11

Attributes like in Nandi pipes

45
39%
40
35
30 27%
24%
25
20 Attributes like in Nandi pipes
15 10%
10
5
0
Reasonable Durability Quality Services
price

Interpretation
Table –4. 12: Opinion on Offers And Discount of SUJALA Pipes?

Respondents Percentage

Graph no 4.12

Percentage

80%
68%
70%
60%
50%
40% 32% Percentage
30%
20%
10%
0%
YES NO

Interpretation
Table – 4.13: Recommendations of SUJALA Pipes

Respondents Percentage

Graph no 4.13

Percentage

80% 75%

70%
60%
50%
40% Percentage
30% 22%
20%
10% 3%
0%
SURE CAN'T SAY NO

Interpretation
 Table – 4.14: Which company provided better services?

Types No. of Respondents Percentage

Graph no 4.14

45
42%
40

35
31%
30

25
provided better services
20 company
14%
15 13%

10

0
sudhakar Nandi monarch finolex

Interpretation
Table –4.15 Opinion on Price of SUJALA Pipes

No. of Respondents Percentage

Graph no 4.15

70

60 58%

50

40
33%
opinion on price on Nandi
30 pipes

20
9%
10

0
reasonable higher lower

Interpretation
Table –4.16 Are getting solution for your problems regarding SUJALA pipes

No. of Respondents Percentage

Graph no 4.16

80
69%
70

60

50

40 31% problem solution solve

30

20

10

0
Yes No

Interpretation
 CHAPTER-5
FINDINGS, SUGGETIONS, CONCLUSION

5.1 FINDINGS


SUGGETIONS


CONCLUTION
 QUESTIONAIRE

A STUDY ON CUSTOMER SATISFACTION IN SUJALA PIPES PVT LTD

CUSTOMER DETAILS
 BIBLIOGRAPHY

 Essentials of Customer Satisfaction,

 Customer Satisfaction: Strategy, Planning and

Operations,

 Basics of Supply Chain Management,