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INTRODUCTION Relationship Marketing emerged as an alternative to the dominant mix management Paradigm, and since its inception in the late I 970s and early 1 980s has revolutionised the Theory and practice of marketing. In this regard, it is undoubtedly a new paradigm for Marketing. However, until the 1990s it was widely accepted that Relationship Marketing was appropriate in situations involving a high degree of interpersonal interaction and where the product or service being exchanged provided inherent opportunities for customisation. These characteristics are most often found in service and inter-organisational marketing situations but rarely reflect the nature of exchange in mass consumer markets. Indeed, the initial motivation for the development of Relationship Marketing was the need to create marketing approach more suited to these unique contexts than was the mix management perspective that has long dominated marketing. As a result, the transfer of Relationship Marketing to mass consumer markets represents a domain extension. While Relationship Marketing has resulted in changes in the nature and content of marketing communication, in particular in the use of relational language and the adoption of direct marketing techniques According to the Collins Concise Dictionary (1990), to define something is to state precisely its meaning, to describe its nature, and to determine its boundaries. According to the Collins Concise Dictionary (1990), to define something is to state precisely its meaning, to describe its nature, and to determine its boundaries. Relationship marketing involves the identification, specification, initiation, maintenance and (where appropriate) dissolution of long-term relationships with key customers and other parties, through mutual exchange, fulfilment of promises and adherence to relationship norms in order to satisfy the objectives and enhance the experience of the parties concerned".

That is, current definitions of Relationship Marketing are too broad for both practicing marketers and academic researchers to be able to deal with effectively. Even the working definition being used for this thesis suggests a broad domain for marketing, with the explicit inclusion of 'customers and other parties' as its focus. The domain of Relationship Marketing has been extended to incorporate innovative applications in mass consumer markets. Much has changed in a few short years. Recent applications of RM in consumer markets are thought to be facilitated by developments in direct and database marketing, and

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influenced by the need for organisations to enhance customer loyalty in an increasingly competitive and fragmented marketplace.

Statement of the problem

The recent trend seen in the Organizations across the world is that they are faced with changing times and the changing economies and business is forcing them to change themselves too. Organizations today have no option but to change and evolve. The change has to do with every aspect of business and not limited to any one aspect of its business. Those who are not able to see the trends and change themselves are perishing. Technology has been the single most important change agent. Technology has redefined all aspects of business. What people see today is the definitive shift of power from the Organization into the hands of the Customer. Customers today know their position and the power they wield. Especially the medium of internet has brought the customers closer to the Organisation as well as to the other Customers. Information, discussions, feedbacks and opinions are now visible and available to one and all almost instantaneously. Social networking is a medium that the Organizations cannot afford to ignore. This is both a boon as well as a bane to the Organizations. Marketing Managers are learning to use this to manage their relationship with the customers at large. Customer redressal too is another important phenomenon that has contributed to the Customer becoming powerful in the market place. The fact that the information and interaction happens on live basis and the customer reactions can be instantaneous puts a lot of pressure on the Organizations to be on their guard all the time. Any adverse opinion shared or feedback from a dis-satisfied customer can spearhead a word of mouth campaign that can harm the Organisation. Therefore the internet and social network is a double edged sword as far as the Organizations are concerned. When used effectively this medium can help the Organization build a relationship with the customer and strengthen that relationship. This medium helps the Organization to reach out individually to the customer which may not be possible otherwise.

Objectives of the study:

The main objectives of the study are as follows 1. . To study the existing approaches of relationship marketing. 2. To explore the applications of relationship to mass consumer market.

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Scope of the study: Relationship marketing refers to a short-term arrangement where both the buyer and seller have an interest in providing a more satisfying exchange. This approach tries to disambiguiously transcend the simple post purchase-exchange process with a customer to make more truthful and richer contact by providing a more holistic, personalised purchase, and uses the experience to create stronger ties. The study focus on the relationship approaches of the company, customers retaining strategies, customers satisfaction strategies customers needs analysis, customers service, customers relationship, retention loyalty and marketing. This study mainly focused on the relationship marketing approaches of the Dynamitic technology Ltd, and also concentrate on new relationship marketing approaches.

Methodology Research hypothesis: H1: Relationship marketing approaches having positive relationship with customers satisfaction, loyalty and performance of the company: as well. Limitations of the study This study is focused on only few numbers of dealers Lack of response from the respondents Lack of information.

Analysis design and interpretation 1. As a customer do you feel that brands should be more customers centric?

a)

Yes

b)

No

c)

Depends on several factors

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Table no: 1

Sl.no 1 2 3

Criteria Yes No Depends on several factors Total

Respondent 11 0 4 15

Percentage 73.33% 0% 26.66% 100

Chart no: 1

Customer centric
100 100 90 80 70 60 50 40 30 20 10 0

11 73.33% Yes 0 No 0%

15 4 26.66% Total

Depends on several factors Percentage

Respondent

Analysis &Interpretation: The above graphical representation shows that 73.33%respondents feel that brands should be more customers centric, 26.66% of the respondents not agreed with the customer centric, and consider other factors. Most of the customers think that brand should be customer centric and add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience. And very few of them prefer other factors.

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2. How often does the customer choose branded products or use their services? Most often, Quite often, Often, Sometimes, Never Table no -2 Sl.no 1 2 3 4 5 Criteria Most often Quite often Often Sometimes Never Total Respondent 13 1 1 0 0 15 Percentage 86.66% 6.66% 6.66% 0% 0% 100

Chart no - 2

Branded Products
100 100 80 60 40 20 0

13 86.66% Most often

15 1 6.66% Quite often 1 6.66% Often Respondent 0 0% Sometimes Percentage 0 0% Never Total

Analysis & Interpretation: The above graphical representation shows that 86.66% of customer choose brands for their services, only 6.66% prefer quite often and often service of brand. Maximum number of respondent feel that brand are best service provider in the catering needs. Only few are often and quite often prefer service as to satisfy existing needs.

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3. Which of the following basic customer needs have been fulfilled by the brands that you buy from most often? a) b) c) d) e) Table no -3 Sl.no 1 2 3 4 5 Criteria Basic honesty and sincerity Empathizing with the customer Treating the customer fairly Incorporation of customer feedback Sharing of information with customer Total 15 100 7 46.66% Respondent 3 0 5 0 Percentage 20% 0% 33.33% 0% Basic honesty and sincerity Empathizing with the customer Treating the customer fairly Incorporation of customer feedback Sharing of information with customer

Chart no -3

Brands
100 100 50 0 Basic honesty Empathizing Treating the Incorporation Sharing of and sincerity with the customer of customer information customer fairly feedback with customer Respondent Percentage Total 3 20% 0 0% 533.33% 0 0% 746.66% 15

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Analysis & Interpretation: The above graphical representation shows that 46.66% of customer needs have been fulfilled by Sharing of information with customer, 33.33% of them depend on treating them fairly with customers and 20% of them feel honesty and sincerity towards brand. Sharing information with customers brand can delt below half of customers needs and above quarter can be fulfilled by treating fairly, Remaining are sincerity towards brands

4. Do you feel that the Dynamatic Company has created their products/services keeping the customer needs in mind? a) Yes b) No c) Am not sure

Table no -4

Sl.no 1 2 3

Criteria Yes No Am not sure Total

Respondent 15 0 0 15

Percentage 100% 0% 0% 100 Chart no -4

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Product/ Service
100 100 80 60 40 20 0 Yes No Respondent Am not sure Percentage Total 15 100% 0 0% 0 0% 15

Analysis & Interpretation: From the above table and graph depicts 100% of the respondents are agreed that company create its products/services keeping customers needs in mind. The respondents believes that company designs and create products and services keeping customers in mind to attract and retain the customers and to acquire new market share.

5. How satisfied are you with organizations sensitivity towards the customer? Extremely satisfied, Very satisfied, Satisfied, Neutral, Dissatisfied Table no -5

Sl.no 1 2 3 4 5

Criteria Extremely satisfied Very satisfied Satisfied Neutral Dissatisfied Total

Respondent 7 7 0 0 1 15

Percentage 46.66% 46.66% 0% 0% 6.66% 100

Chart no -5

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Organization's sensitivity
100 100 80 60 40 20 0 Extremely satisfied Very satisfied Satisfied Neutral Dissatisfied Total 7 46.66% 7 46.66% 0 0% 0 0% 1 6.66% 15

Respondent

Percentage

Analysis & Interpretation: From the above table 46.6% of customer are extremely satisfied and very satisfied towards organizations sensitivity and 1% are dissatisfied with the performance. The customer are particularly towards their sensitivity of organisation and few are against by not fulfilling their expectation.

6. As a customer, are you completely satisfied with the products/services offered by Dynamatic Company? Extremely satisfied, Very satisfied, Satisfied, Neutral, Dissatisfied
Table no -6

Sl.no 1 2 3 4

Criteria Extremely satisfied Very satisfied Satisfied Neutral

Respondent 5 8 0 2

Percentage 33.33% 53.33% 0% 13.33%

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Dissatisfied Total

0 15

0% 100

Chart no -6

Product / Service
100 100 90 80 70 60 50 40 30 20 10 0

33.33%

15 53.33% 0 0% Satisfied 2 13.33% Neutral 0 0% Dissatisfied Total

Extremely satisfied

Very satisfied

Respondent

Percentage

Analysis & Interpretation: From the above table 53.33% of them very satisfied with company products, 33.33% of them are extremely satisfied with service and 2% of them are neutral in behaviour.

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The customer point of view product and service offered are satisfied with response and neutral behaviour towards not response with problem in products.

7. Which of the following customer related qualities does the organization staff exude?

a) e)

Warmth Knowledge

b)

Welcoming

c)

Politeness

d)

Patience

Table no -7 Sl.no 1 2 3 4 5 Criteria Warmth Welcoming Politeness Patience Knowledge Total Respondent 0 2 3 5 5 15 Percentage 0% 13.33% 20% 33.33% 33.33% 100

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Qualities
100 100 80 60 40 20 0 Warmth Welcoming Politeness Respondent Patience Knowledge Total 0 0% 213.33% 3 20% 533.33% 533.33% 15

Percentage

Chart no -7

Analysis & Interpretation: From the above table 5% of them are patience and knowledge in dealing customers, 20% of them are politeness towards customers and 2% of them are welcoming the new customers. The organisation staff are keen in dealing with customer to fulfil various need, they handle with care for huge deals and warm for new entrants.

8. Which of the following according to you is true about Dynamatic Company? a) b) c) d) e) They understand customer needs They offer a wonderful customer experience Their customer service is wonderful They offer discounts to loyal customers They offer several rewards programs

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Table no -8

Sl.no a) b) c) d) e)

Criteria They understand customer needs They offer a wonderful customer experience Their customer service is wonderful They offer discounts to loyal customers They offer several rewards programs Total

Respondent 10 2 3 0 0 15

Percentage 66.66% 13.33% 20% 0% 0% 100

Chart no -8
100 100 80 60 40 20 0 They They offer a understand wonderful customer customer needs experience Their They offer customer discounts to service is loyal wonderful customers Respondent Percentage They offer several rewards programs Total 10 66.66% 213.33% 3 20% 0 0% 0 0% 15

Analysis & Interpretation: From the above table 66.66% feel that company understand customer needs, 20% of them prefer on service wonderful and 2% of them delight in experience. The company is analysed on catering customer needs, depends on experience in handling equipment and offer wonderful experience in relationship with company 9. Which of the following elements play an important role in driving customer perception?

a) b)

Previous experience of customer Current experience

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c) d) e) Table no -9 Sl.no a) b) c) d) e)

Expectations from the brand / company How customers are handled by frontline staff Type of marketing and advertising

Criteria Previous experience of customer Current experience Expectations from the brand / company How customers are handled by frontline staff Type of marketing and advertising Total

Respondent 2 3 10 0 0 15

Percentage 13.33% 20% 66.66% 0% 0% 100

Driving
100 100 80 60 40 20 0

213.33% Previous experience of customer

3 20% Current experience

10 66.66%

15 0 0% 0 0% Total

Expectations How Type of from the customers are marketing brand / handled by and company frontline staff advertising Respondent Percentage

Chart no -9

Analysis & Interpretation: From the above graphical representation 66.66% of them except brand in perception, 20% of them depend on current experience and 2% on past experience

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The perception depends on brand that creates in market, current experience fetch on expecting new and previous helps in decision making.

10. Give importance to the parameters listed below to judge the reliability of supplier. Least Important Most Important

10

Lower rate. Table no -10

Medium

Higher rate

Particular

Percentage

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Criteria Better Quality. Timely delivery Suppliers technical competence Suppliers experience After sales service Total

Lower 0 0 0 0 0

Medium 10 3 10 10 15 15

Higher 5 12 5 5 0

lower 0 0 0 0 0

medium 66.66% 20% 66.66% 66.66% 100% 100%

higher 33.33% 80% 33.33% 33.33% 0%

Parameters
16 14 12 10 8 6 4 2 0 Lower Medium Better Quality. After sales service Higher lower Timely delivery Total medium higher

Suppliers technical competence

Suppliers experience

Chart no -10

Analysis & Interpretation: From the above graphical representation shows 66.66% prefer medium quality and 33.33% for higher quality,80% of them depends highly on timely delivery and 20% of them medium delivery , 66.66% of them stick to medium parameters of suppliers technical

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competence and suppliers service, remaining 33.33% apt for higher parameters and 100% of them delt with after sales service. The parameters are preferred on medium quality. With local needs and high quality refer to. Industrial needs, Timely delivery depend on cater to the immediate needs in market and medium on response to longer period duration, Technical competency depends on medium usage of modern machine and higher in case of global projects, Supplier technical competency and. supplier experience are medium due.to local needs in technical product are not advanced and sales service depends on defect is medium due testing done before releasing the product.

11. Since how long have you been using this product?

More than 6 months More than 1 year More than 2 years More than 5 years Others: ________________________

Table no -11

Sl.no a) b) c) d) e)

Criteria More than 6 months More than 1 year More than 2 years More than 5 years Others Total

Respondent 0 0 0 5 10 15

Percentage 0% 0% 0% 33.33% 66.66% 100

Chart no -11

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Product
100 100 80 60 40 20 0 More than 6 months More than 1 year More than 2 years Respondent More than 5 years Percentage Others Total 0 0% 0 0% 0 0% 533.33% 10 66.66% 15

Analysis & Interpretation: From the above graphical representation 66.66 of them are dealing with more than 5 years and 33.33% of them are more than 5 yeats. The company maintains its customer relationship to dealers from past above and below 5 years in business line.

12. How did you reach us to buy this product?

Online order Visit nearly located retail out From an authorized dealer Through affiliate programs Others: ________________

Table no -12 Sl.no Criteria Respondent Percentage

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a) b) c) d) e)

Online order Visit nearly located retail out From an authorized dealer Through affiliate programs Others Total

0 0 5 0 10 15

0% 0% 33.33% 0% 66.66% 100

Chart no -12

Buying behaviour
100 100 50 0 Online order Visit nearly From an Through located authorized affiliate retail out dealer programs Respondent Percentage Others Total 0 0% 0 0% 5 33.33% 0 0% 10 66.66% 15

Analysis & Interpretation: From the above table shows that 66.66% of them reach by other sources and 33.33% of them switch through authorized dealers. The customer are made aware of company products through reference and user, remaining market awareness through dealers.

13. Rate the designing and packing style of Dynamatic product?

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a. Very unique

b. Very impressive

c. Good

d. Average

Table no -13 Sl.no a) b) c) d) Criteria Very unique Very impressive Good Average Total Respondent 0 0 15 0 15 Percentage 0% 0% 100% 0% 100

Packing style
100 100 80 60 40 20 0 Very unique Very impressive Good Respondent Average Percentage Total 15 0 0% 0 0% 100% 0 0% 15

Chart no -13

Analysis & Interpretation: From the above table shows that 100% of them are satisfied with packing style. Packing style is accepted with customer different for varieties of product. 100% of the customers agreed that the packing style of the Dynamitic Ltd is good

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14. Do you think email marketing is the next big thing considering the number of people using computer base these days? a) Yes Table no -14 b) No

Sl.no a) b)

Criteria Yes No Total

Respondent 13 2 15

Percentage 86.66% 13.33% 100

Chart no -14

Email Marketing
100 100 50 0 Yes No Respondent Percentage Total 13 15

86.66%

13.33%

Analysis & Interpretation: From the above table and graph shows 86.66% believe email marketing is the next big thing and 13.33% doesnt accept that further exist in mail.

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The mail exist a documentary for transaction in future needs and adopt to technical changes, but few doesnt stick to it. Direct marketing is preferred in business to business

15. How did you find our product on the performance scale? a. Satisfied d. Dissatisfied b. Highly satisfied e. Highly Dissatisfied c. Neither satisfied nor dissatisfied

Table no -15

Sl.no 1 2 3 4 5

Criteria Satisfied . Highly satisfied Neither satisfied nor dissatisfied Dissatisfied Highly Dissatisfied Total

Respondent 13 1 1 0 0 15

Percentage 86.66% 6.66% 6.66% 0% 0% 100

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Chart no -15

Performance scale
100 100 80 60 40 20 0

13 86.66% Satisfied

15 1 6.66% 1 6.66% Neither satisfied nor dissatisfied Respondent 0 0% Dissatisfied 0 0% Highly Dissatisfied Total

. Highly satisfied

Percentage

Analysis & Interpretation: From the above graphical representation shows 86.66% are satisfied with performance of product and 6.66% of them are highly satisfied, neither satisfied nor dissatisfied with performance scale. The product performance in market are excepted due maintenance form establishing, highly satisfied depends on special manufacturing unit facility is provided depend on orders and neither agree nor satisfied due to delay in technical faults.

16. According to you, what is the current scope of Dynamatic product in the market? a. Excellent b. Very good c. Good d. Average e. Poor

Table no -16

Sl.no 1 2

Criteria Excellent Very good

Respondent 2 3

Percentage 13.33% 20%

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3 4 5

Good . Average Poor Total

10 0 0 15

66.66% 0% 0% 100

100 100 90 80 70 60 50 40 30 20 10 0

2 13.33% Excellent

3 20% Very good

10 66.66% Good Respondent

15 0 0% 0 0% Total

. Average Percentage

Poor

Chart no -16

CURRENT SCOPE

Analysis & Interpretation:

From the above graphical representation shows that 66.66% of them believe that. Scope for company product, 20% of them responses are very good and 13.33% rate the excellent performance. The scope for company product is good due to brands positioning is well establish, Very good in maintaining relationship of dealers once in week visit is done by company representative and Excellent in Hydraulics manufacturing with Asias No-1 position.

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17. Would you like to stick to this product in the future? a. Yes Table no -17 b. No c. Not sure

Sl.no a) b) C)

Criteria Yes No Not sure Total

Respondent 15 0 0 15

Percentage 100% 0% 0% 100

Chart no -17

Chart Title
100 100 50 0 Yes No Respondent Not sure Percentage Total 15 100% 0 0% 0 0% 15

Analysis & Interpretation: From the above table and graph depicts 100%of them will stick to company products in future. The company is well equipped with advance technology to cater the present and future demands, so dealers believe in continued their business with company.

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18. How advanced do you find the technology of our product? a) Very advanced b) Advanced c) Normal d) Not so advanced e) Outdated

Table no -18

Sl.no 1 2 3 4 5

Criteria Very advanced Advanced Normal Not so advanced Outdated Total

Respondent 12 0 1 2 0 15

Percentage 80% 0% 6.66% 13.33% 0% 100

Chart no -18

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Technology
100 100 50 0 Very advanced Advanced Normal Not so advanced Outdated Total 12 80% 0 0% 1 6.66% 2 13.33% 0 0% 15

Respondent

Percentage

Analysis & Interpretation: From the above graphical represents that 80% of the say very advance technology usage done, 13.33% are against to it by saying not so advance and 6.66% believes normal technology is implemented. The company has segmented depended on needs of market very advance technology usage done on industrial supply, advance technology usage on specific orders and normal technology done on supplying Agricultural equipments. 19. Realization of payment to supplier from your side. 15-30 Days Table no -19 30-60 Days 60-90 Days 90-120Days 120-180Days

Sl.no 1 2 3 4 5

Criteria 15-30 Days 30-60 Days 60-90 Days 90-120Days 120-180Days Total

Respondent 8 7 0 0 0 15

Percentage 53.33% 46.66% 0% 0% 0% 100

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Chart no -19

Relaization of payment
100 100 80 60 40 20 0 15-30 Days 30-60 Days 60-90 Days Respondent 90-120Days Percentage 120-180Days Total 8 53.33% 7 15 46.66% 0 0% 0 0% 0 0%

Analysis & Interpretation: The above graphical represents shows that 53.33% prefer realisation of payment be 15-30 days and 46.66% apt for 30-60days of credit period. Realisation of payment depends on Products Company offers different period to each, has huge people apt for small products the duration period is very short and Large products movement in market takes time, so they offer extra time period. 20. Do you use campaign marketing as a part of your marketing programme? a. Yes Table no -20 b. No

Sl.no a) b)

Criteria Yes No

Respondent 13 2

Percentage 86.66% 13.33%

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Total

15

100

Chart no -20

Campaign marketing
100 100 50 0 Yes No Respondent Percentage Total 13 15

86.66%

2 13.33%

Analysis & Interpretation: From the above table and graph depicts 86.66% of them involve campaign marketing in marketing programs and 13.33% are not prefer campaign marketing The campaign marketing is useful has business line sector of same company participate in meet it is advantage for company to convert prospectus to customers, but this will help only the customer has knowledge towards it

21. Do you think campaign marketing is more profitable than other marketing methods? a. Yes Table no -21 b. No

Sl.no a)

Criteria Yes

Respondent 13

Percentage 86.66%

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b)

No Total

2 15

13.33% 100

Chart no -21

Campaign marketing
100 100 13 86.66% 0 Yes No Respondent Percentage Total 2 13.33% 15

Analysis & Interpretation: From the above table and graph depicts 86.66%belives that generate profit by campaign marketing and 13.33% react that it doesnt generate profit. The campaign marketing has generated profit huge its will except huge deals with prospects in term search for fulfilment of orders and they analyse for every aspect in term finds difficult to satisfy.

22. Criteria for selecting a supplier. Table no -22

Particulars 1 2

Ranking 3 4 5 1

Percentage of Ranking 2 3 4 5

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Quality oriented Quantity oriented. On basis of rate Timely delivery. After sales service. Suppliers experience. Suppliers technical competence. Discount statement Credit period Total

12 2 10 10 5 7

0 5 0 3 8 3

0 5 0 1 0 3

0 0 3 0 1 0

3 1 2 1 1 2

80% 13.3% 66.6% 66.6% 33.3% 46.6%

0% 33.3% 0% 20% 53.3% 20%

0% 33.3% 0% 6.6% 0% 20%

0% 0% 20% 0% 6.6% 0%

20% 6.6% 13.3% 6.6% 6.6% 13.3%

46.6%

13.3%

0%

13.3%

13.3%

3 3 15

0 0

12 10

0 0

0 2

20% 20%

0% 0% 100%

80% 66.6%

0% 0%

0% 13.3%

Chart no -2

Chart Title
16 14 12 10 8 6 4 2 0

Series1

Series2

Series3

Series4

Series5

Series6

Series7

Series8

Series9

Series10

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23. Who plays dominating role in your purchasing system?

Table no -23 Particular 1 Initiator Influencer Decider Buyer User Total 3 3 3 3 5 15 2 3 0 3 3 4 Ranking 3 3 6 3 0 0 4 3 6 3 3 0 5 3 0 3 6 6 1 20% 20% 20% 20% 33.3% Percentage of ranking 2 20% 0% 20% 20% 26.6% 100% 3 20% 40% 20% 0% 0% 4 20% 40% 20% 20% 0% 5 20% 0% 20% 40% 40%

Chart Title
15 10 5 0 Initiator Ranking Influencer Decider Buyer User Total

Percentage of ranking

Chart no -21

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24. After completion of supply, what do you expect from the supplier? A regular interval calls for new products. Information about current market condition for different products. Greeting cards, gifts on the occasions. Table no -24

Sl.no 1 2

Criteria A regular interval calls for new products. Information about current market condition for different products.

Respondent 1 14

Percentage 6.66% 93.33%

Greeting cards, gifts on the occasions. Total

0 15

0% 100

Chart no -24

Supply
100 100 50 14 15

6.66%

93.33%

0%

0 A regularInformation interval calls about for new current products. market condition Greetingfor cards, different gifts on products. the occasions.Total Respondent Percentage

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Analysis & Interpretation: From the above graphical representation shows that after completion of supply 93.33% of them except information about market condition and 6.66% of them award gifts, greeting cards on the occasion The supplier who cater the needs of the producer will be in contact with market, they can predict the needs and promotion gifts are awarded to concentrate their product in market.

25. By which way do you purchase? Basic enquiry. Tender. From few selected suppliers of your interest.

Table no -25

Sl.no 1 2 3 Basic enquiry Tender

Criteria

Respondent 14 0 1 15

Percentage 93.33% 0% 6.66% 100

From few selected suppliers of your interest. Total

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Chart no -25

Purchase
100 100 80 60 40 20 0

14

93.33%

0%

1 6.66% From few selected suppliers of your interest. Percentage

15

Basic enquiry

Tender

Total

Respondent

Analysis & Interpretation: From the above graphical representation 93.33% purchase product through basic enquiry and 6.66% of them selected suppliers. The purchase of a product will always delt with collecting basic information through basic enquiry and others trust on known suppliers 26. Do you believe in personal relationship with your supplier? Yes. No.

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Table no -26

Sl.no a) b)

Criteria Yes No Total

Respondent 14 1 15

Percentage 93.33% 6.66% 100

Chart no -26

Personal Relationship
100 100 50 0 Yes No Respondent Percentage Total

14

93.33%

6.66%

15

Analysis & Interpretation: From the above table and graph depicts 93.33% believe in personal relationship with suppliers and 6.66% not switch to personal relationship. The relationship marketing has gain importance now a days in each sector plays a vital role in organisation, its importance lot toward direct marketing and some of them are adopt it and use up to business extent.

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27. Do you think that marketing management plays an important role in success of an organisation? a. Yes b. No c. Not sure, may be

Table no -27

Sl.no a) b) c)

Criteria Yes No Not sure, may be Total

Respondent 15 0 0 15

Percentage 100% 0% 0% 100

Chart no -27

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Marketing management
100 100 80 60 40 20 0 Yes No Respondent Not sure, may be Percentage Total 15 100% 0 0% 0 0% 15

Analysis & Interpretation: From the above table and graph depicts 100% of them trust marketing management plays a vital role in success of an organisational. Marketing is the key in moving a product and every company invest huge on it to reach the customer, now a days promotion activities has performed success.

28. Does the company need to recruit more staff for implementing the policies? a. Yes b. No

Table no -28

Sl.no a) b)

Criteria Yes No Total

Respondent 0 15 15

Percentage 0% 100% 100

Chart no -28
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Recruit staff
100 100 50 0 0 Yes No Respondent Percentage Total 0% 15 15

100%

Analysis & Interpretation: From the above table and graph depicts that 100% rejection in recruit more staff for implementing the policies. The company deals through dealers and direct contact with customer is rare, so extra staff doesnt matters only qualified staff matter in policies.

29. Please state what would increase your usage of our services. The factors that would increase my usage of your service include

Prompt delivery

Value for my money

Great customer care

Table no -29

Sl.no

Criteria

Respondent

Percentage

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a) b) c)

Prompt delivery Value for my money Great customer care Total

3 6 6 15

20% 40% 40% 100

Chart no -29

Chart Title
100 100 80 60 40 20 0

20%

40%

15 40% Total

Prompt delivery

Value for my money Respondent

Great customer care Percentage

Analysis & Interpretation: From the above graphical representation 40% of them increase usage of service through great customer care and prompt delivery and 20% of them believe in prompt delivery. The service usage exceeds at high cost of products and precautionary packing for delicate materials and prompt delivery will be done for regular customer.

30. How often do you place an order in a month? 1-2 times: _________ 3-5 times: _________

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6-10 times: ________ Table no -30

more than 10 times: ________

Sl.no a) b) c) d)

Criteria 1-2 times 3-5 times 6-10 times more than 10 times Total

Respondent 4 8 0 3 15

Percentage 26.66% 53.33% 0% 20% 100

Chart no -30

Chart Title
100 100 90 80 70 60 50 40 30 20 10 0

4 26.66% 1-2 times

15 53.33% 0 0% 3 20% more than 10 times Total

3-5 times

6-10 times

Respondent

Percentage

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Analysis & Interpretation: From the above graphical representation shows that 53.33% place regular order 3-5 times in a month, 26.66% place twice or thrice in a month and 20% stick to order of more than 10 times a months. Placing of order depends on the market coverage of products and usage of regular product in division, it varies from location, so various times orders are placed.

31. Taking into account Dynamatic customer service, rate this company. Table no -31

Ranking Particular

Percentage ranking 3 6 0 4 3 3 5 0 3 1 0% 0% 2 40% 40% 3 4 5 0% 20%

1 0 0

2 6 6

Outstanding Great

40% 20% 0% 20%

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Decent Average Wanting Total

0 0 0 15

3 6 3

3 6 0

6 3 10

0 0 2

0% 0% 0% 100

20% 40% 20%

20% 40% 40% 20% 0% 66.6%

0% 0% 13.3%

Chart no -31

Chart Title
100 90 80 70 60 50 40 30 20 10 0 Particular Outstanding Ranking Great Decent Average Wanting Total

Percentage ranking

32. Rate the following services offered by Dynamatic a. excellent Table no -32 b. good c. average d. poor e. very poor.

Sl.no a) b)

Criteria excellent good

Respondent 0 15

Percentage 0% 100%

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c) d) e)

average poor very poor Total

0 0 0 15

0% 0% 0% 100

Chart no -32

Service offered
100 100 80 60 40 20 0 excellent good average Respondent poor Percentage very poor Total 15 0 0% 100% 0 0% 0 0% 0 0% 15

Analysis & Interpretation: From the above table and graph depicts that 100% of service offered by company are good. The company performance is excellent in services by segregating order in advance and updating to the current of market to production department.

33. Does company Dynamatics come into mind when you think of good customer relationship?

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a)

Yes

b)

No

c) Others: ________________

Table no -33

Sl.no a) b) c)

Criteria Yes No Others Total

Respondent 14 1 0 15

Percentage 93.33% 6.66% 0% 100

Chart no -33

Customer relationship
100 100 90 80 70 60 50 40 30 20 10 0 Yes No Respondent Others Percentage Total 14 93.33% 1 6.66% 0 0% 15

Analysis & Interpretation:

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For the above graphical representation shows that 93.33% of think of good customer relationship and 6.66% of them doesnt believe in relationship. The company relationship exist in customer mind has per response to the orders and their update in fulfilling present needs and few prefer in relationship doesnt exist has it ends with order fulfilment.

34. How would you rate our companys representative attitude to help you? a) Quality b) Fine c) Middling d) Deplorable

Table no -34

Sl.no a) b) c) d)

Criteria Quality Fine Middling Deplorable Total

Respondent 5 10 0 0 15

Percentage 33.33% 66.66% 0% 0% 100

Chart no -34

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Company's representative
100 100 90 80 70 60 50 40 30 20 10 0 Quality Fine Middling Respondent Deplorable Percentage Total 5 33.33% 10 66.66% 0 0% 0 0% 15

Analysis & Interpretation: From the above graphical representation 66.66% of them rate that there attitude are fine and 33.33% of them rate maintain uniform quality The company representative act on behalf of company reputation depends on dealing with clients attitude is appreciated by helping to complete the task and few prefer that quality matters lot in technical aspects.

35. How would you rate our representatives enthusiasm to help you sort out your problem? a) Premium
Table no -35

b) Respectable

c) Ordinary

Sl.no a)

Criteria Premium

Respondent 0

Percentage 0%

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b) c)

Respectable Ordinary Total

15 0 15

100% 0% 100

Chart no -35

Chart Title
100 100 80 60 40 15 20 0 Premium Respectable Respondent Ordinary Percentage Total 0 0% 100% 0 0% 15

Analysis & Interpretation: From the above table and graph depicts that 100% of them are respectable to sort the problems of the customers. The company representative are very enthusiasm to cater the requirements of the customers and train them in response to fulfil the different customers perception

36. Did you feel comfortable working with our representative? a) Yes
Table no -36

b) No

c) (If no, please explain to us why) _

Sl.no a) b) c)

Criteria Yes No If no, please explain to us why Total

Respondent 15 0 0 15

Percentage 100% 0% 0% 100

Chart no -36

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Chart Title
100 100 80 60 40 20 0 Yes No If no, please explain to us why Percentage Total 15 100% 0 0% 0 0% 15

Respondent

Analysis & Interpretation: From the above table and graph reveals that 100 % of them feel comfortable working with company representatives. The company representative are train to fulfil customer requirements and to enhance their position to draft the company prospectus to need. 37. Our companys corporate strategy gives importance to a customers needs. Agree Strongly agree Neither agree Nor disagree Disagree Strongly disagree

Table no -37

Sl.no 1 2 3 4 5

Criteria Agree Strongly agree Neither agree Nor disagree Disagree Strongly disagree

Respondent 13 0 2 0 0

Percentage 86.66% 0% 13.33% 0% 0%

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Total Chart no -37

15

100

Corporate strategy
100 100 80 60 40 20 0 Agree Strongly agree Neither agree Nor disagree Respondent Disagree Strongly disagree Total 13 86.66% 15 0 0% 2 13.33% 0 0% 0 0%

Percentage

Analysis & Interpretation: From above graphical representation 86.66% agree corporate strategy and 13.33% of them neither agree nor disagree towards customer needs Corporate strategy place unique role in building market for brands, brands should satisfy customer needs and it doesnt suits to every customer.

38. Relationships with customers are given great Agree Strongly agree Neither agree Nor disagree

value in our organisation Disagree Strongly disagree

Table no -38

Sl.no

Criteria

Respondent

Percentage

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1 2 3 4 5

Agree Strongly agree Neither agree Nor disagree Disagree Strongly disagree Total

13 0 2 0 0 15

86.66% 0% 13.33% 0% 0% 100

Chart no -38

Relationship
100 100 80 60 40 20 0 Agree Strongly agree Neither agree Nor disagree Respondent Disagree Strongly disagree Total 13 86.66% 15 0 0% 2 13.33% 0 0% 0 0%

Percentage

Analysis & Interpretation: From above graphical representation 86.66% agree in building relationship with organization and 13.33% of them neither agree nor disagree towards customer relationship. The relationship building with organization fetch a huge value to attract the customers at helps to make changes in the products, relationship also abide from own perception.

39. Describe your overall experience with Dynamatic Company.

Agree

Strongly agree

Neither agree Nor disagree

Disagree

Strongly disagree

Table 39
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Sl.no 1 2 3 4 5

Criteria Agree Strongly agree Neither agree Nor disagree Disagree Strongly disagree Total

Respondent 8 4 3 0 0 15

Percentage 53.33% 26.66% 20% 0% 0% 100

Chart 39

expirience
100 100 80 60 40 20 0 Agree Strongly agree Neither agree Nor disagree Respondent Disagree Strongly disagree Total 8 53.33% 15 4 26.66% 3 20% 0 0% 0 0%

Percentage

Analysis and interpretation: From the above graphical representation 53.33% agree with the company experience , 26.66 % strongly agree with company growth, and 20 % neither agree nor disagree companys performance. The experiences with the company helps a lot in catering to different needs in market, and acquire huge division in a particular region and disagree with the loss of customer due minor mistakes 40. Do you think our company is able to give excellent customer service at any point of contact? a) Yes b) No c) Maybe

Table no 40

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Sl.no a) b) c)

Criteria Yes No Maybe Total

Respondent 15 0 0 15

Percentage 100% 0% 0% 100

Chart no 40

Chart Title
100 100 80 60 40 20 0 Yes No Respondent Maybe Percentage Total 15 100% 0 0% 0 0% 15

Analysis and interpretation: From the above graphical representation 100% of the agree excellent customer service at any point of time. The company excel in providing customer services at different points in different divisions to overcome their needs.

41. Please indicate whether you hired a new company to provide you with similar services

a) Yes

b) No

c) Maybe

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Table no 41 Sl.no a) b) c) Criteria Yes No Maybe Total Respondent 5 10 0 15 Percentage 33.33% 66.66% 0% 100

Chart no 41

Chart Title
100 100 80 60 40 20 0 Yes No Respondent Maybe Percentage Total 5 10 33.33% 66.66% 0 0% 15

Analysis and interpretation: From the above graphical representation 66.66% of them doesnt wish to provide similar service and 33.33% of them apt for new company The new company services dont require for the existing customers and few of them prefers for emergency purpose. 42. Please indicate whether you are satisfied with the new companys services a) Yes Table no 42 Sl.no a) b) c) Criteria Yes No Maybe Total Respondent 10 5 0 15 Percentage 66.66% 33.33% 0% 100 b) No c) Maybe

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Chart no 42

Chart Title
100 100 80 60 40 20 0 Yes No Respondent Maybe Percentage Total 10 66.66% 15 5 33.33% 0 0%

Analysis and interpretation: From the above graphical representation 66.66% are satisfied with company services, and 33.33% are not satisfied with new company The new company services are satisfied with extra options available for different purpose and are dissatisfied with catering extra needs.

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