A STUDY ON CUSTOMER SATISFACTION IN THE PONDICHERRY CO-OPERATIVE MILK PRODUCERS UNION LTD PUDUCHERRY

SUMMER PROJECT REPORT Submitted by S.DEVANATHAN REGISTER NO: 27348308 Guidance of Mr. S.JAYA KUMAR, M.E, MBA, MISTE, Faculty, DEPARTMENT OF MANAGEMENT STUDIES
In partial fullfilment for the award of the degree Of

MASTER OF BUSINESS ADMINISTRATION DEPARTMENT OF MANAGEMENT STUDIES

SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE PONDICHERRY UNIVERSITY PUDUCHERRY

SEPTEMBER- 2007

SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE MADAGADIPET, PUDUCHERRY

DEPARTMENT OF MANAGEMENT STUDIES
BONAFIDE CERTIFICATE

This to certify that the project work entitled A STUDY ON CUSTOMER SATISFACTION IN THE PONDICHERRY CO-OPERATIVE MILK PRODUCERS UNION LTD, PUDUCHERRY is a bonafide work done by S.DEVANATHAN [ REGISTER NO: 27348308] in partial fulfillment of the requirement for the award of Master of Business Administration by Pondicherry University during the academic year 2007 2008.

GUIDE

HEAD OF DEPARTMENT

Viva-Voce Examination held on

EXTERNAL EXAMINER

ACKNOWLEDGEMENT
The successful completion of any task would be incomplete without mentioning the names of persons who helped to make it possible. I take this opportunity to express my gratitude in few words and respect to all those who helped me in the completion of this summer project.

I express my heartiest and deep gratitude to Mr. N.KESAVAN, Chairman, Mr. M. DHANASEKARAN, Managing Director and Mr. S.V.SUGUMARAN, Vice-chairman of Sri Manakula Vinayagar Engineering College.

I am extremely grateful to Our Principal Dr. V.S.K. VENGATACHALAPATHY to provide necessary and essential facilities to do this project work.

I express our sincere thanks and deep sense of gratitude to our Head of Department Mr. S.JAYAKUMAR, Department of Management Studies for providing me with an opportunity to study and for his encouragement, support and guidance to complete this project work successfully. I convey my heartiest thanks to Mr.P.GUNASEKARAN, MARKETING MANAGER, The pondicherry co-operative milk producers union, Puducherry, who kindly granted permission to do this project work in his esteemed organization. Finally, I express our sincere thanks and deep sense of gratitude to my parents and friends for giving timely advice in all the ways and in all aspects for the success of this project work.

ABSTRACT
The Project has been done in The Pondicherry Co-operative Milk Producer Union Ltd. The title of the project is Customer Satisfaction in the Pondicherry Co-operative Producers Union. The study starts with an Companys profile and also the need for study, review of literature and objectives are set out for the study. Research methodology, Data analysis & Interpretation, Findings and Suggestions of the study follow. One of the main areas of the project is the analysis part, where the data are analyzed & interpreted, to find out the Customer Satisfaction. Some of the tools used in Customer Satisfaction analysis are regarding to: Percentage Method. Chi-Square Method. And then conclusions, limitations & scope for further study were discussed. milk

TABLE OF CONTENTS
CHAPTER TITLE
LIST OF TABLES LIST OF CHARTS INTRODUCTION I 1.1 Profile of Organization 1.2 Need for the Study II III IV V VI VII VIII REVIEW OF LITERATURE OBJECTIVES RESEARCH METHODOLOGY DATA ANALYSIS AND INTERPRETATION 6.1 FINDINGS OF THE STUDY 6.2 SUGGESTION AND RECOMMENDATIONS CONCLUSIONS 8.1 LIMITATIONS OF THE STUDY 8.2 SCOPE FOR THE FUTHER STUDY APPENDICES 9.1 QUESTIONNAIRE 9.2 BIBLIOGRAPHY 1 8 9 14 15 19 36 38 39 40 41 42 44

PAGE NO

IX

LIST OF TABLES
S.no 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11 5.12 5.13 5.14 5.15 5.16 5.17 TABLE NAME Table showing respondents size of the house hold Table showing respondents age Table showing respondents sex Table showing respondents education Table showing respondents occupation Table showing respondents consumption time Table showing respondents purpose of the utilization Table showing respondents purchase of milk in a day Table showing respondents opinion about milk in ponlait Table showing respondents getting a milk regularly in a local booth Table showing respondents as much quantity of milk as required Table showing respondents opinion about the price charged for milk Table showing respondents any leakages in the package of milk Table showing respondents availability of milk in booth Table showing respondents type of milk buy from the ponlait Table showing respondent which brand do you prefer if ponlait not available in the market Chi-Square Analysis Page No 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35

LIST OF CHARTS

S.no 5.1

CHART NAME Chart showing respondents size of the house hold

Page No 19

5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11 5.12 5.13 5.14 5.15 5.16

Chart showing respondents age Chart showing respondents sex Chart showing respondents education Chart showing respondents occupation Chart showing respondents consumption time Chart showing respondents purpose of the utilization Chart showing respondents purchase of milk in a day Chart showing respondents opinion about milk in ponlait Chart showing respondents getting a milk regularly in a local booth Chart showing respondents as much quantity of milk as required Chart showing respondents opinion about the price charged for milk Chart showing respondents any leakages in the package of milk Chart showing respondents availability of milk in booth Chart showing respondents type of milk buy from the ponlait Chart showing respondent which brand do you prefer if ponlait not available in the market

20 21 22 23 24 25 26 27 28 29 30 31 32 33 34

CHAPTER I 1.1 INTRODUCTION

PROFILE OF THE COMPANY 1.1.1 ORIGIN AND GROWTH History tells us that Ponlait came to existence as Pondicherry Milk Supply Society registered as 1st Co-operative Society in the Union Territory of Pondicherry on 07-021955. Started in a tiny shed its primary objective and focus was to supply milk to the urban consumers As time passed the supply society has diversified its activity from consumer to producers, and concentrated in increasing the milk production by giving various assistance / incentives to the milk-producing farmers.

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

1970 onwards. To keep pace with the milk production, the Milk Union has also set up a Dairy Plant with 10,000 ltrs capacity for processing on 12.04.1971. During the year 1973 the supply society was converted to co-operative milk producers Union with objective of shifting its focus on the milk producing community and its welfare. With the success of the Amul, the National Dairy Development Board has programmed to replicate the Anand pattern (collecting the quality milk from the members and payment of remunerative price in cash regularly and providing milk production enhancement) all over the nation. The Pondicherry Co- operative Milk Producers Union has also taken up the worlds largest Dairy Expansion Programme, the Operation Flood during the year 1982-1985. With the launching of Operation flood Programme the Dairy Plant was expanded to 50,000 ltrs capacity per day. All the milk primary co-operative societies were converted to Anand pattern societies. Ponlait has entered the MNEMONIC club conceived, implemented, promoted and popularized by the NDDB for the entire Dairy Co-operative of the Nation, with effect from 30.03.2002. Thus Ponlait was committed to improve the economic and social uplift of the rural

farming / milk producing community and supplying the urban consumers with good quality milk The only institution in Pondicherry is extending more than a crore every month to rural economy in cash for the benefit of farming community, by way of Milk Purchase. 1.1.2 ACTIVITES OF DIFFERENT UNITS OF THE MILK UNION A. MILK PROCURMENT AND INPUT WING Ponlait is operating in the Pondicherry Region with 99 affiliated functional Dairy Cooperative Societies.

 There are 34798 Cattle owners who became members in the Dairy Co-operative Societies at villages and supplying milk to Ponlait. Milk Supplying members are paid fortnightly in cash with remunerative milk price and inputs in kind. The Primary responsibility of procurement and input section is to procure clean and quality milk from the village cattle owners and carryout milk production enhancement services. To achieve this objective, the procurement & Input wing is conducting various programmes like Clean Milk Production and Quality Milk Procurement at Dairy Cooperative Societies. Besides the main activity, the milk-supplying members milch animals are also providing with cattle feed, green fodder and artificial insemination.

B. MILK PROCESSING The present handling capacity of the Dairy plant is 50,000 ltrs per day. However

with prudent technical manpower and top managements support an average of 80,000 ltrs of milk is handled per day and 93,000 ltrs of milk handled in peak. 3 varieties of milk namely Tonned Milk, Standardised Milk & Premium Milk are

produced as per the consumer requirements. The daily consumer demand is met fully. Present demand is 62,000 to 65,000 liters per day. From the August 2002, the Dairy is supplying 15,000 liters of standardised milk to school children in the morning under Sri Rajiv Gandhi School Children Break fast scheme, 1st of its kind in the nation organized by the government of pondicherry. Besides at present the union is 28,500 liters if milk supplying to the students both in the morning

and evening. The Evening milk supply effected from 20-10-2005 as desired by the government of pondicherry. Besides milk processing and grading, the Dairy is equipped to produce 15 MTS of ghee and 1500 kgs of Khoa (milk peda) monthly. The Ponlait ghee and khoa are much sought after products in the pondicherry town. The Dairy is producing 1000-1500 pockets of flavoured milk and 500-1000 of The Dairy is also producing Paneer and Curd as per the requirement of the butter milk every day and sells in pondicherry town. consumer as and when needed. C. QUALITY ASSURANCE BY MAKING PROPER MILK TESTING IN LABORATORY AT DAIRY Since the milk is highly perishable commodity, proper care is taken to maintain quality of the milk right from the point of production to the point of consumption. At the village level, the milk poured by the individual member producer are tested at the primary society. The milk tested for the quality at society level reaches the Dairy Plant. The raw milk is tested organoleptically at the Dairy reception dock for its quality and then the individual society sample are tested for its fat content and other microbial standards. Apart form this, the processed milk is sampled at every point of storage during the process and proper care is taken to maintain quality standards. Finally the different varieties of milk are graded and kept ready for packing to the consumers. The pouched milk samples are randomly taken and tested for its shelf life after dispatch of the consumers. Presently the milk is dispatched to the market at 5 degree centigrade in three varieties viz Toned milk 3.0% Fat 8.5% SNF, Standardised milk 4.5% Fat 8.5% SNF and the Premium milk 5.0% Fat 9.0% SNF. (SNF- Solids Not Fat) Day in and Day out maintaining the quality of milk receives the top priority. D. MARKETING

 The Pondicherry Co-operative Milk Producers Union is operating in the Pondicherry market, selling three different varieties of milk catering to the different segments of the market, under its brand name Ponlait. Ponlait is the number one milk brand in the Pondicherry town. Though there are many private players in the market, Ponlait is the major market shareholder. A market survey finding indicates that the present market share of Ponlait is around 52%. The present average market throughput is 62,000 ltrs per day and the sales is in the uptrend. It is anticipated that the sales curve may touch its peak (60,100 ltrs monthly average) during January 2006. To cater the urban population, 180 retail outlets are operated by retail sales agents. The retail outlets are supplied with milk through a network 10 milk distribution routes daily in the morning and the evening. Besides, the Union is also running 9 milk parlours to sell milk and ilk products. Milk is made available to the urban consumers. 24 hours a day through 5 such parlours.

E. CATTLE FEED Ponlait owns a Cattle Feed Plant of 5 MT per day capacity in Thattanchavady Industrial Estate, Pondicherry-9 Compounded Cattle Feed is produced with cost effective ingredients and supplied to the members through Dairy Co-operative Societies on non profit motive. Ponlait is extending subsidy of Rs.100/- as provided by the Government of Pondicherry to each bag containing 50 Kgs of Feed out of the total cost of Rs.312/- per bag The present monthly production and supply is 235 MTS. In addition Ponlait Cattle Feed is supplied to Neighbouring Villupuram Dist. Dairy also. Batch wise the Cattle feed is being tested its quality regularly. The balanced compounded Cattle feed produced in the Ponlait Cattle Feed Plant is proved to be effective for animal health and quality milk production.

F. ADMINISTRATION The Ponlait Administration is vested with the committee of management comprising 12 elected representatives from the Presidents of Dairy Co-operative Societies and a nominee from National Dairy Development Board, Co-operative Department of Animal Husbandry and Managing Director of the Milk Union. Since the committee of management is dissolved, the Administrator manned by a Deputy Registrar form the Co-operative Department is looking after in lieu of the Board of Manageent with effect from 06.09.2002. As per the order of the High Court, Chennai, an Advisory Board with the following three members has been constituted by the RCS in order to guide the Administrator by making major policy decisions and other administrative matters. 1. Registrar of Co-operative Societies 2. State Director, NDDB, Erode 3. Director, AHD, Pondicherry - Chairman - Members - Members

At present 173 permanent employees in various cadres are working in the Union. 1.1.3 MILESTONES OF THE COMPANY SL.NO. 1 2 3 4 5 6 7 MILESTONES Registred as The Pondicherry Cooperative Milk Supply Society Ltd Foundation stone laid Dairy Plant Commissioned 10000 ltrs capacity Cattle feed Plant commissioned Registred as The Pondicherry Cooperative Milk Producers Union Ltd Artificial Insemination implemented Dairy Plant Expanded 10000 to 30000 ltrs capacity YEARS 1955 1968 1971 1971 1973 1984 1987&1988

8 9 10 11 12 13 14

Urea molasses plant implemented Coop. Development Programme implemented Expansion of Dairy Plant to 50,000 ltrs Capacity Internet based Information System (iDIS) implemented Mnemonic symbol adopted Milk supply to School Children under (Rajiv Gandhi Breakfast Scheme) Inaugrated Sofy ice cream sales at Bus stand Parlour (Atchaya Thiruthai)

1991 1992 1996&1997 2000&2001 2002 2002 2005

1.1.4 COMPANY ORGANIZATION CHART

MIS (O) AM (BMC)

DEO / Asst. D.Helpers Sr.Assts Supdt (Adm) Driver

PA to MD

Steno

Sr. Assts

Cashier

DM (Accts)

Supt.

ADMINISTRATOR

Managing Director

DA (Bact/chem)

D.Helpers

AM (QC)

1.2 NEED FOR THE STUDY

A study of this nature will make management of an organization to derive the following benefits. A study of customer satisfaction gives the management an indication of general level of satisfaction among customers. This study tells how the customers feel about their product. The attitudes of customers can be improved through this study. And this study determines the customers satisfaction towards their product.

AM (CFU) AM (Mktg) DM (P&O) DM (P&I)

D.Helpers

Senior Assts Supdt (Mktg) Supdt (Store/ Prodct/Tech ) Supdt (P&I)

Sales Supervisor Tech./ Sr.Asst Extn (Asst) Sr. Asst/Typist

Clerical Assts D.Helpers Fodder Dev.Asst Driver

Helpers D.Helper/AI

CHAPTER II REVIEW OF LITERATURE

2.1 CUSTOMER SATISFACTIONS Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass consumer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customer, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

2.2 MEASURING CUSTOMER SATISFACTION Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Consumer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured. 2.3 CUSTOMER SATISFACTION IN 7 STEPS By Adrian Thompson February 11th 2002

It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved.

Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. If

you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, you're well on your way to a sale.

Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. A good example of this is my Web host. They've had some trouble with server hardware which has caused a fair bit of downtime lately. At every step along the way I was emailed and told exactly what was going on, why things were going wrong, and how long it would be before they were working again. They also apologized repeatedly, which was nice. Now if they server had just gone down with no explanation I think I'd have been pretty annoyed and may have moved my business elsewhere. But because they took time to keep me informed, it didn't seem so bad, and I at least knew they were doing something about the problems. That to me is a prime example of customer service.

Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. This is

very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer

has a problem.Should they contact different people for billing and technical enquiries. If they're not satisfied with any aspect of your customer service, who should they tell? There's nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -- and anywhere else it may be useful . Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client. You ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch. These little niceties can be time consuming and aren't always cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship Take this as an example: you're working on the front-end for your client's exciting new ecommerce Endeavour. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. A note accompanies it which reads:

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

you promise something, deliver. The most common example here is project delivery dates. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss. Conclusion Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client. Treat your customers like your friends and they'll always come back.

CHAPTER

III

` OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE
To study on customer satisfaction of milk in ponlait.

SECONDARY OBJECTIVES

 To find out the satisfaction level of customer towards ponlait. To identify the customer expectation. To recognize the relationship between the customer and company. To find the customer attitude towards milk in ponlait.

CHAPTER IV RESEARCH METHODOLOGY

4.1 RESEARCH Research in common place refers to a search for knowledge. Research is defined as systematic and scientific search for pertinent information on specific topic or area of study. 4.2 METHODOLOGY Methodology is a plan of action for a research project and explains in detail how data are collected analyzed and presented, so that they will provide meaning information.

4.3 RESEARCH DESIGN A Research design is purely and simply the framework or plan for the guides the collection and analysis of data. It is the overall operational pattern or framework of the project that stipulated the information to be collected, from which source and what procedures. A Research design might be described as a series of advance decision that taken together from a specific master plan or the model for the conduct of the investigation. Descriptive research is used in this project. 4.4 DESCRIPTIVE RESEARCH This type of research design is undertaken in many circumstances. When the researcher is interested in knowing the characteristics of certain groups such as age, sex, education level, Occupation or income etc. The Objective of such study is to answer the Who, What, When, Where, and How of the subject under investigation, so in this project study comes under descriptive research design. 4.5 RESEARCH INSTRUMENT USED The questionnaire was found to be the most suitable type of research instrument to collect data. It is important tool of the research; it is used to generate the raw data on which findings were based. 4.6 QUESTIONNAIRE CONSTRUCTION A questionnaire is an assembly of carefully formulated questions, designed to collect facts and options from the respondents. Its an important tool of the research; it is used to generate the raw data on which findings were based. The aim of the designing questionnaire was

o To obtain accurate data o To make interview as interesting and stimulating o To be easily analysis o To facilitate efficient administration of information. 4.7 SOURCE AND COLLECTION OF DATA The task of data collection begins after research problems have been defined and research design chalked out. Data is the foundation for all marketing research. The researchers can obtain data form. Primary data Secondary data 4.7.1 Primary data Primary data are those, which are collected afresh and for the first time, and thus happens to be original in character for this study, primary data involves questionnaires. 4.7.2 Secondary data Profile of the company has been used for information of the study.

4.8 SAMPLING PLAN Due to cost and time involved in collecting the data from all the respondents, it becomes a compulsion to choose representation. Sampling plan explains the o Sampling unit o Sampling size o Sampling method

o Area of sampling Sampling Unit: The sampling unit is who is to be surveyed? That is sampling unit is who are all the respondent is called sampling unit. The sampling units for this study are customers of Ponlait, Puducherry. Sampling Size: The sample size for this study is 100. Sampling Method: Different types of sampling methods are available. In this study the convenience sampling was selected for this research. This sampling method used the principles of non-probability technique. Area Of Sampling: The area of sampling was taken in puducherry state. 4.9 STATISTICAL TOOLS To arrange and interpret the collected data the following statistical tools were used. 1. Percentage Method. 2. Chi- square Analysis. 1. PERCENTAGE METHOD:

The percentage method was extensively used for findings various details. It is used for making comparison between two or more series of data. It can be generally calculated.

No. of respondents favorable Percentage of Respondents = Total no. of respondents 2. CHI SQUARE ANALYSIS Chi- square analysis in statistics to text the goodness of fit to -verify the distribution of observed data with assumed theoretical distribution x 100

The formula for computing Chi Square (x

x2 = {(O-E)^2/E} CHAPTER V
DATA ANALYSIS AND INTERPRETATION TABLE 5.1 TABLE SHOWING SIZE OF THE HOUSE HOLD OF REPONDENTS NO.OF RESPONDENTS 42 52 6 100

S.NO 1 2 3 `

PARTICULAR 3 5 >5 Total

PERCENTAGE 42% 52% 6% 100%

CHART 5.1 CHART SHOWING SIZE OF THE HOUSE OF RESPONDENTS

size of hosue hold
60

50

40

30

20

Percent

10

0 3 5 >5

size of hosue hold

INFERENCE From the above table 52% of respondents belongs to the size of the house hold 5 and 42% of the belongs to the size of the house is 3 and 6% of respondents belongs to the size of the house hold is more.

TABLE 5.2 TABLE SHOWING AGE OF THE RESPONDENTS

S.NO 1 2 3

PARTICULAR 15-25 25-35 35-45 Total

NO.OF RESPONDENTS 32 45 23 100

PERCENTAGE 32% 45% 23% 100%

CHART 5.2 CHART SHOWING AGE OF THE RESPONDENTS

age
50

40

30

20

Percent

10

0 15-25 25-35 35-45

age

INFERENCE From the above table 45% of the respondents are between 25 yrs to 35 yrs and 32% of the respondents are between 15yrs to 25yrs and 23% of the respondents are between 35yrs to 45.

TABLE 5.3 TABLE SHOWING SEX OF THE RESPONDENTS

S.NO

PARTICULAR

NO.OF RESPONDENTS

PERCENTAGE

1 2

male female Total

51 49 100

51% 49% 100%

CHART 5.3 CHART SHOWING SEX OF THE RESPONDENTS

sex
60

50

40

30

20

Percent

10

0 m ale fem ale

sex

INFERENCE
From the above table 51% of the respondents are male who comes and buy the milk and 49% of the respondents are female who comes and buy the milk.

TABLE 5.4 TABLE SHOWING EDUCATION OF THE RESPONDENTS

S.NO 1 2 3

PARTICULAR SSLC AND HSS Degree Un Education Total

NO.OF RESPONDENTS 36 56 8 100

PERCENTAGE 36% 56% 8% 100%

CHART 5.4
CHART SHOWING EDUCATION OF THE RESPONDENTS
education
60

50

40

30

20

Percent

10

0 sslc and hsc degree uneducation

education

INFERENCE From the above table 56% of the respondents education are Degree holder and 36% of the respondents are SSLC and HSS and 8% of the respondents are uneducated.

TABLE 5.5 TABLE SHOWING OCCUPATION OF THE RESPONDENTS

NO.OF S.NO 1 2 3 4 PARTICULAR Agriculture Business Salaried Others Total RESPONDENTS 22 49 22 7 100 PERCENTAGE 22% 49% 22% 7% 100%

CHART 5.5
CHART SHOWING OCCUPATION OF THE RESPONDENTS
occupation
60

50

40

30

20

Percent

10

0 agriculture business salaried others

occupation

INFERENCE
From the above table 49% of the respondents occupation is business and 22% of the respondent occupation is agriculture and 22% of the respondents occupation is Salaried and other are 7%.

TABLE 5.6

TABLE SHOWING CONSUPTION OF TIME

S.NO 1 2 PARTICULAR Twice a day Once a day Total NO.OF RESPONDENTS 47 53 100 PERCENTAGE 47% 53% 100%

CHART 5.6 CHART SHOWING CONSUPTION OF TIME

consumption time
60

50

40

30

20

Percent

10 0 twice a day once a day

consumption time

INFERENCE
From the above table 53% of the respondents buy the milk once a day and 47% of the respondents buy the milk twice a day.

TABLE 5.7 TABLE SHOWING PURPOSE OF THE UTILIZATION

S.NO 1 2 3 PARTICULAR Family Tea stall Others Total NO.OF RESPONDENTS 31 47 22 100 PERCENTAGE 31% 47% 22% 100%

CHART 5.7 CHART SHOWING PURPOSE OF THE UTILIZATION

purpose of utilization
50

40

30

20

Percent

10

0 fam ily tea stall others

purpose of utilization

INFERENCE
From the above table 47% of the respondents purpose of utilization is Tea stall and 31% of the respondents purpose of utilization is family and 22% is other purpose.

TABLE 5.8 PURCHASE OF MILK IN A DAY S.NO 1 2 3 4 PARTICULARS 200 ml 500 ml 1000ml > 2 lt Total NO.OF RESPONDENTS 25 27 13 35 100 PERCENTAGE 25% 27% 13% 35% 100%

CHART 5.8 CHART SHOWING PURCHASE OF MILK IN DAY

quantity
40

30

20

10

Percent

0 200 ml 500 m l 1000ml > 2 lt

quantity

INFERENCE
From the above table 27% of the respondents are buying 500ml of milk in a day and 25% of the respondents are buying 250ml of milk in a day and 5% of the respondents are buying more than 2lts of milk in a day and 13% of respondents are buying 1lts of milk in

TABLE 5.9

TABLE SHOWING OPINION ABOUT THE MILK IN PONLAIT

S.NO

PARTICULAR

NO.OF RESPONDENTS PERCENTAGE 33% 59% 8% 100%

1 2 3

Good Satisfactory Bad Total

33 59 8 100

CHART 5.9 CHART SHOWING OPINION ABOUT THE MILK IN PONLAIT

opin ion
70 60 50 40 30 20

Percent

10 0 g oo d satisfa ctory b a d

opinion

INFERENCE
From the above table 59% of the respondents told that satisfactory and 33% of the respondents told that good and 8% of the respondents told that bad Regarding the opinion about the milk in ponlait. TABLE 5.10

TABLE SHOWING GETING A MILK REGULARLY IN LOCAL BOOTH S.NO 1 2 PARTICULAR Yes No Total NO.OF RESPONDENTS 53 47 100 53% 47% 100% PERCENTAGE

CHART 5.10 CHART SHOWING GETING A MILKREGULARLY IN LOCAL BOOTH

con in local booth

60

50

40

30

20

Percent

10

0 yes no

con in local booth

INFERENCE
From the above table 53% of the respondents are told that they can get a milk regularly in local booth and 47% of the respondents are told that they cant able to get the milk regularly in local booth. TABLE 5.11 AS MUCH QUANTITY OF MILK AS REQUIRED FROM THE LOCAL BOOTH

S.NO 1 2

PARTICULAR Yes No Total

NO.OF RESPONDENTS 66 34 100 PERCENTAGE 66% 34% 100%

CHART 5.11 CHART SHOWING AS MUCH QUANTITY OF MILKAS REQUIRED FROM THE LOCAL BOOTH

m ilk re q u ire d
7 0 6 0 5 0 4 0 3 0 2 0

Percent

1 0 0 ye s n o 2 1

m ilk re q uire d

INFERENCE
From the above table 66% of the respondents told that as much of quantity milk are recovered from the booth and 34% of the respondents told that as much of quantity milk can not recovered from the booth.

TABLE 5.12 TABLE SHOWING THE PRICE CHARGED FOR MILK

S.NO 1 2 3

PARTICULAR high low satisfaction Total

NO.OF RESPONDENTS 54 16 30 100 CHART 5.12

PERCENTAGE 54% 16% 30% 100%

CHART SHOWING THE PRICE CHARGED FOR MILK

price charge
60

50

40

30

20

Percent

10 0 high low satisfication 11

price charge

INFERENCE
From the above table 54% of the respondents told that price charged is high and 30% of the respondents told that price charged is satisfaction and 16% of the respondents told that price charged is low. TABLE 5.13 TABLE SHOWING ANY LEAKEGES IN THE PACKAGE OF MILK

S.NO 1 2 3

PARTICULAR never occasionally frequently Total

NO.OF RESPONDENTS 28 52 20 100 PERCENTAGE 28% 52% 20% 100%

CHART 5.13 CHART SHOWING ANY LEAKEGES IN THEPACKAGE OF MILK

leakage
60

50

40

30

20

Percent

10 0 never occasionally frequently

leakage

INFERENCE
From the above table 52% of the respondents told that there will be occasionally leakage in the pack and 28% of the respondents told that there will be never leakage in the pack and 20% of the respondents told that frequently leakage in the pack.

TABLE 5.14 TABLE SHOWING AVALABILITY OF MILK IN BOOTH S.NO 1 2 PARTICULAR available not available Total NO.OF RESPONDENTS 58 42 100 CHART 5.14 CHART SHOWING AVALABILITY OF MILK IN BOOTH PERCENTAGE 58% 42% 100%

availability of m ilk
60

50

40

30

20

Percent

10

0 available not available

availability of m ilk

INFERENCE
From the above table 58% of the respondents told the milk is available in the booth and 42% of the respondents told the milk is not available in the booth. TABLE 5.15 TABLE SHOWING TYPE OF THE MILK BUY FORM THE PONLAIT

S.NO 1 2 3 4

PARTICULAR Tonned milk Flavored milk Butter milk Others Total

NO.OF RESPONDENTS 33 58 7 2 100 PERCENTAGE 33% 58% 7% 2% 100%

CHART 5.15 CHART SHOWING TYPE OF THE MILK BUY FORM THE PONLAIT

range of m ilk con

70 60 50 40 30 20

Percent

10 0 tonned m ilk flavored m ilk butter m ilk others

range of m ilk con

INFERENCE
From the above table 58% of the respondents are opted for flavored milk and 33% of the respondents are opted for tonned milk and 7% of the respondents opted for butter milk and 2% opted for others. TABLE 5.16

TABLE SHOWING WHICH BRAND DOES YOU PREFER IFPONLAIT IS NOT AVAILABE IN THE MARKET S.NO 1 2 3 PARTICULAR Ruchi Arokiya Komatha Total NO.OF RESPONDENTS 47 41 12 100 PERCENTAGE 47% 41% 12% 100%

CHART 5.16 CHART SHOWING WHICH BRAND DOES YOU PREFER IFPONLAIT IS NOT AVAILABE IN THE MARKET

a lte rn a tiv e
5 0

4 0

3 0

2 0

Percent

1 0

0 ru ch i a ro k iya k o m a th a

a lte rn a tiv e

INFERENCE
From the above table 47% of the respondents offer for the ruchi and 41% of the respondents offer for the arokiya and 12% of the respondents offer for the komatha.

TABLE 5.17 CROSS TABULATION

con in local booth * occupation

Cases Valid N 100

Percent 100.0%

Missing N 0

Percent .0%

Total N 100

Percent 100.0%

Con in local booth * occupation Cross tabulation Count occupation agriculture 13 9 22 Total business 25 24 49
Chi-Square Tests

con in local booth

yes no

salaried 12 10 22

others 3 4 7

53 47 100

Total

Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association .715 .717 .332

df 3 3 1

Asymp. Sig. (2-sided) .870 .869 .564

N of Valid Cases

100

2 cells (25.0s%) have expected count less than 5. The minimum expected count is 3.29.

CHAPTER VI 6.1 FINDINGS OF THE STUDY

52% of respondents belongs to the size of the house hold 5 and 42% of the belongs to the size of the house is 3 and 6% of respondents belongs to the size of the house hold is more 5. 45% of the respondents are between 25 yrs to 35 yrs and 32% of the respondents are between 15yrs to 25yrs and 23% of the respondents are between 35yrs to 45yrs. 51% of the respondents are male who comes and buy the milk and 49% of the respondents are female who comes and buy the milk. 56% of the respondents education are Degree holder and 36% of the respondents are SSLC and HSS and 8% of the respondents are un education. 49% of the respondents occupation is business and 22% of the respondent occupation is agriculture and 22% of the respondents occupation is Salaried and other are 7%. 53% of the respondents buy the milk once a day and 47% of the respondents buy the milk twice a day. 47% of the respondents purpose of utilization is Tea stall and 31% of the respondents purpose of utilization is family and 22% is other purpose. 27% of the respondents are buying 500ml of milk in a day and 25% of the respondents are buying 250ml of milk in a day and 35% of the respondents are buying more than 2lts of milk in a day and 13% of respondents are buying 1lts of milk in a day.

59% of the respondents told that satisfactory and 33% of the respondents told that good and 8% of the respondents told that bad regarding the opinion about the milk in ponlait. 53% of the respondents are told that they can get a milk regularly in local booth and 47% of the respondents are told that they cant able to get the milk regularly in local booth 66% of the respondents told that as much of quantity milk are recovered from the booth and 34% of the respondents told that as much of quantity milk can not recovered from the booth. 54% of the respondents told that price charged is high and 30% of the respondents told that price charged is satisfaction and 16% of the respondents told that price charged is low 52% of the respondents told that there will be occasionally leakage in the pack and 28% of the respondents told that there. will be never leakage in the pack and 20% of the respondents told that frequently leakage in the pack.

58% of the respondents told the milk is available in the booth and 42% of the respondents told the milk is not available in the booth. 58% of the respondents are opted for flavored milk and 33% of the respondents are opted for tonned milk and 7% of the respondents opted for butter milk and 2% opted for others. 47% of the respondents offer for the ruchi and 41% of the respondents offer for the arokiya and 12% of the respondents offer for the komatha

6.2 SUGGESTION AND RECOMMENDATIONS

The respondent of the consumption of the milk once a day is not more greater than the twice a day. So the consumption of the milk once a day has to be increased. The Purpose for utilization shows that tea stall is utilizing more when compare to the family utilization. So the family utilization has to be increased by way of creating a awareness programs to the family. Opinion of the ponlait milk show 59% says satisfactory and the 33% says it good. So the ponlait has to improve from satisfactory level to good by increasing its quality and services.

 The milk regularly getting from the local booth is not at the satisfactory level because 47% of the customers says that milk is not getting regularly. So the ponlait has to meet the customer demand regularly. So it has to increase its producing the milk. The price charged by the ponlait shows that 54% of the customer says its high and 30% of the customers satisfactory. So that ponlait has to reduce the price up to some extend. Leakage in the package of the milk occasionally 52%. So in order to avoid the leakages in the pack. The ponlait has to increase the quality of the package in order to avoid the leakage. Availability of milk in the booth is not up to satisfactory level because 42% of customers say that they are not getting milk from the booth. So the ponlait has to increase the producing of the milk in higher quantity. When compare to flavored milk, the tonned milk and the butter milk sales is less. The ponlait has to increase the sales volume of the tonned milk and butter milk by giving from offer to that milk.

CHAPTER VII CONCLUSION

Consumer are satisfied with the ponlait for its Quality, price .Their is shortage of milk booth. So the Company has increased the milk booth. So that he customer can able to get the milk easily from the milk booth. The demand in the market is more for Ponlait milk. So that the puducherry government should take a step to give a subsidiary for the cattle owners. So that the demand for the milk in the market can be increased by this way.

CHAPTER VIII 8.1 LIMITATIONS OF THE STUDY

The entire study applies only to the Pondicherry Co-operative Milk Producers Union Ltd, Puducherry. Some of the Respondents are not co-operative to fill the answer for the question. Many of the respondents are answering the questions with bias. Time constrain was one of the major limitation of the study.

8.2 SCOPE FOR THE FURTHER STUDY

To provide a valuable suggestions and recommendations to the company on the basis of analysis & interpretation. To make the study as reliable in nature. To do the study in a logical and systematic way. Project helps to deal with forecasting the needs for the company.

CHAPTER IX APPENDICES 9.1 QUESTIONNAIRE

1. Name: 2. Size of the house hold a) No. of adults 3. Age : b) No. of children

4. Sex : a) Male 5. Education : 6. Occupation : a) Agriculture b) business c) salaried d) others 7. How many times do you purchase milk a) Twice a day b) once a day 8. Purpose of utilization a) family purpose b) tea stall c) other 9. How much quantity of milk do you purchase in a day a) 200 ml b) 500 ml c) 1000 ml d) 2 lts 10. What is the opinion about the quality of milk a) Good b) satisfactory c) bad 11. Are you getting milk regularly from local booth a) yes b) no 12. Can you get as much quantity of milk as required from a local booth a) yes b) no 13. What do you feel about price charged a) high b) low c) satisfactory 14. Do you find any leakages in the package or any bad smell in the package a) Never b) occasionally c) frequently b) female

15. How do you feel the availability of milk in the booth a) regularly b) available c) not available 16. Which type of milk you usually buy from ponlait a) Tonned milk b) flavored milk c) butter milk d) others 17. If the product is not available in the market which brand do you prefer a) Ruchi b) Arokiya c) komatha d) tamil milk 18. Any suggestions for improvement

9.2 BIBLIOGRAPHY
1. KOTHARI.C.R, Research methodology- Methods & Techniques New Age International (P) Ltd. New Delhi, Second edition,2004 2. GUPTA S.P, Statistical Methods Sultan chand & sons Publishers New Delhi, Thirty fourth editions, 2005. 3. PHILIP KOTLER MARKETING MANAGEMENT eleventh edition.