A Summer Internship Project Report

A STUDY ON CUSTOMER SATISFACTION TOWARDS MARUTI SUZUKI Sky automobile Raipur (C.G.)

Submitted in Partial Fulfillment for the Degree of MASTER OF BUSINESS ADMINISTRATIN (2012-2103)

GUIDED BY: MR. PRABHAT KASHYAP (DY. Manager, Marketing)

SUBMITTED TO: Institute of Management

PREPARED BY VIKAS VASHISTH MBA. 3rd Sem

Shri shankaracharya institute of professional management & technology, Raipur (C.G.)

ACKNOWLEDGEMENT

I would like to express my gratitude to SSIPMT Raipur of CSVTU for encouraging me to do this project. I express my proud of respect and deepest gratitude to Mr. C.B. singh, Sr. D.G.M. , Marketing & Mr. Prabhat kashyap, DY. Manager, Marketing for their co-operation and help.

I express my deep sense of obligation in the management of Jindal Steel and Power Ltd. (Machinery Division) Raipur for giving me an opportunity to undergo field training in their esteemed organization and to Mr. Amit mishra, Jr. Executive , Marketing who provided me this great help to me with his kind co-operation. I also express my sincere debt of gratitude to the Marketing department for providing me with all the necessary information in carrying out my project study.

VIKAS VASHISTH MBA 3rd Sem.

EXECUTIVE SUMMARY

This report is the presentation of findings of the project work carried out during the Summer Internship at Jindal Steel & Power Ltd. (machinery division), Raipur during the period of May to June. A project entitled A STUDY ON CUSTOMER SATISFACTION TOWARDS JSPL (MACHINERY DIVISION) was undertaken during this internship. Overall studies of the level

of customer satisfaction provided by Jindal Steel &Power Ltd to its clients and others have been seen. The main objective was to understand the customer product requirement in quality, delivery, service and commercial to achieve maximum satisfaction level. It also intends to find the shortcomings and recommended solutions for the same. Through this report it can be seen how important is customer satisfaction in equipment manufacturing industry, its affect & aim at understanding the behavior of customer. Customer need and requirement can be categorized through this. The role of customer satisfaction in achieving the success has been studied further aspects taken into consideration prior to measuring customer satisfaction has also been studied.

CONTENTS
S No. 1

Chapters
Introduction

Page No.
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2 3 4 5 6 7 8 9 10 11

Company Profile Review of Literature Research Methodology Data Analysis and Interpretation Findings Suggestions Limitation Conclusions Annexure Bibliography

12 21 25 30 41 43 45 47 49 51

INTRODUCTION
Research Motivation
A multitude of companies today has already identified the need to create a loyal customer base and acknowledges that maintaining existing customers and extending business with them is
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significantly less expensive than acquiring new customers. Empirical proof of the proliferation of such customer loyalty efforts in the business world is e.g. provided in the form of loyalty programs, which many companies have installed during the past years. By engaging in efforts aimed at creating customer loyalty, which in turn fosters financial success in monetary terms firms react to increasing competitive challenges.

Within research, the investigation of customer loyalty gained importance when the classic marketing paradigm with its instrumental and transactional orientation proved unsuitable in the context of longer-term business relationships. Instead, the relationship marketing approach, which is specifically concerned with the study of relational ex-changes, gained importance within research, serving as a conceptual foundation for the majority of customer loyalty researchers. The question of how loyalty develops has been subject to an abundance of research, leading to an expansive body of literature on loyalty determinants. The extant literature exploring different factors and their constituent effects on loyalty, however, reveals a strong focus on consumer goods and industrial equipment settings, while industrial services have received relatively little attention so far. In addition, the majority of articles incorporates merely a few potential determinants and thus fails to draw a comprehensive picture of the mechanisms of customer loyalty formation

Customer Satisfaction
The term logistics is often misinterpreted to mean transportation. In fact, the scope of logistics goes well beyond transportation. Logistics forms the system that ensures the delivery of the product in the entire supply pipeline. This includes transportation, packaging, storage and handling methods, and information flow. The impact of logistics in the ability of a company to satisfy its customers cannot be overstated. All other efforts at modernization within a company would not bear fruit until the logistics system is carefully designed to facilitate the smooth and efficient flow of goods in the system.

The topic of logistics is relatively new in India. There have been some companies that have done work in this area, but a large number of companies are only now beginning to realize
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the benefits of designing and managing the entire supply chain. With India joining the global marketplace, the role of logistics assumes greater importance.

The industrial policies in India have prompted manufacturers to build plants in remote, backward areas due to inexpensive land and tax benefits. This poses some serious logistical problems. Apart from a poor road and transportation network, the existing communications system in India leaves a lot to be desired by any international standard. It is in this context that logistics has to be considered in India.

Customer Satisfaction in 7 Steps

1. 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.

2. 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.

3. 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
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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.

4. 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, what should they do? If the first option doesn't work, then what? 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 present on your site -- and anywhere else it may be useful.

5. 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 of? Have 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.

6. 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
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. 7. Honour Your Promises

It's possible this is the most important point in this article. The simple message: when you promise something, deliver. 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 a miss.

Method to Measure Customer Satisfaction

According to Sir Kevin Cacioppo: It takes continuous effort to maintain high customer satisfaction levels.

As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction. Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change. Competitors that are prospering in the new global economy recognize that measuring customer satisfaction is key. Only by doing so can they hold on to the customers they have and understand how to better attract new customers. The competitors who will be successful recognize that customer satisfaction is a critical strategic weapon that can bring increased market share and increased profits. The problem companies face, however, is exactly how to do all of this and do it

well. They need to understand how to quantify measure and track customer satisfaction. Without a clear and accurate sense of what needs to be measured and how to collect, analyze and use the data as a strategic weapon to drive the business, no firm can be effective in this new business climate. Plans constructed using customer satisfaction research results can be designed to target customers and processes that are most able to extend profits. According to the Harvard Business Review, November/December 1995 The Gulf between satisfied customers and completely satisfies customers can swallow a business. Companies use the following methods to measure customer satisfaction.

1 ) Complaints and suggestion system:

Companies obtaining complaints through their customer service centers and further suggestions were given by customers to satisfy their desires.

2) Customer satisfaction surveys

Responsive companies obtain a direct measure of customer satisfaction by periodic surveys. They send questionnaires to random sample of their customers to find out how they feel about various aspects of the companys performance and also solicit views on their competitors performance. It is useful to measure the customers willingness to recommend the company and brand to other persons.

3) Lost Customer Analysis.

Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened.

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4) Consumer Behavior Vs Consumption Behavior

Consumer behavior refers to the manner in which an individual reaches decision related to the selection, purchases and use of goods and services. Walters and Paul says that, Consumer behavior is the process whereby the individuals decides what, when, how and from whom to purchase goods & services Consumer behavior relates to an individual person (Micro behavior) where as consumption behavior relates to and to the mass or aggregate of individuals (Macro behavior) consumers behavior as a study focuses on the decision process of the individual consumer or consuming unit such as the family.

In contrast the consumption behavior as a study is to do with the explanation of the behavior of the aggregate of consumers or the consuming unit. Consumer is a pivot, around which the entire system of marketing revolves. The study of buyer behavior is one of the most important keys to successful mark.

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Jindal Steel & Power Ltd.

Jindal Steel & Power Limited (JSPL) was established in the year 1990 by hiving off the Raigarh & Raipur Divisions of Jindal Strips Ltd. JSPL forms a part of the $ $12 billion (over Rs. 60,000 crore) Jindal Group. JSPL is a leading player in Steel, Power, Mining, Oil & Gas and Infrastructure. The company produces economical and efficient steel and power through backward integration from its own captive coal and iron-ore mines and passes on the benefits to its customers. Naveen Jindal, the youngest son of the legendry late O P Jindal, drives JSPL and
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its group companies Jindal Power Ltd, Jindal Petroleum Ltd., Jindal Cement Ltd. and Jindal Steel Bolivia. The O P Jindal Group has emerged as one of India's most dynamic business groups over the past three decades. Today, the group is a multi-billion, multi-location, multi-product business empire. From mining iron ore and coal, the group produces sponge iron, Ferro alloys and a wide range of hot-rolled and cold-rolled steel products ranging from HR coils/sheets/plates, hot-rolled structural sections and rails to CR coils/sheets, high-grade pipes and value added items such as stainless steel, galvanized steel & coated pipes. It has not only diversified into power generation but also into petroleum, infrastructure, diamond and high value metals & mineral exploration. The group has manufacturing facilities across India, US & Indonesia and

marketing/representative offices across the globe. An enterprising spirit and ability to discern future trends have been the driving force behind the company's remarkable growth. The company has scaled new heights with the combined force of innovation, adaptation of new technology and the collective skills of its 15,000 strong, committed workforce. It has won wide acclaim for its efficient operations and commitment to environment & society. JSPL has consistently tapped new opportunities by increasing production capacity, diversifying investments, and leveraging its core capabilities to venture into new businesses. JSPLs investment commitments in steel, power, oil & gas and mining have touched more than $ 30 billion (Rs. 1,50,000 crore). The company, today, is the largest private sector investor in the state of Chhattisgarh with a total investment commitment of over $ 6.25 billion (Rs. 31,250 crore). The company is having altogether eight facilities in India, of which four are in Chhattisgarh, two in Orissa and one in Jharkhand while its international facility is located at Bolivia (South America). JSPL is exploring steel production and mining projects in other parts of the world, such as Mozambique, South Africa, Mongolia, Brazil and Indonesia. JSPL has diversified into exploration of diamond, gold, precious stones and other high value metals and minerals in Chhattisgarh, Jharkhand and Republic of Congo. Other group companies are:
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JSL Ltd. Jindal Saw Ltd. JSW Steel Ltd. Chhattisgarh Energy Trading Company Limited (CETCL) is an affiliate of Jindal Steel and Power Limited. It was incorporated in Sept.2008 .Currently CETCL is category II licensee

Jindal Power Limited - Jindal Power Limited (JPL), an affiliate of JSPL has set up Indias first mega power project the 1000 MW O P Jindal Super Thermal Power Plant at Raigarh, Chhattisgarh.

Product Range of the company includes: Rails- Giving impetus to the significant rail sector, JSPL has pioneered the manufacturing of 120 meter long track rails in the Indian sub-continent. The worlds longest track rails are a testimony of JSPLs manufacturing capabilities where continuous innovation is a practice rather than an exception.

Parallel Flange Sections - JSPL pioneered the production of medium and large size Hot Rolled Parallel Flange Beams and Column Sections (H-Beams) in India. The beams are cost effective and provide design-flexibility.

Plates & Coils- JSPL is equipped with India's first 'one of a kind' state-of-the-art plate mill that produces plates and coils of 3.5 and 3 meters width, respectively, for the first time in the private sector. The products are of premium quality, owing to its sound steel refining properties.

Semi-Finished Products- JSPL has a capacity to produce about three million tons per annum of semis which are primarily used for captive use in JSPLs 0.75 million tons per annum capacity Rail & Universal Beam Mill and 1.0 million tons per annum capacity Plate & Stickle Mill. Power- the company started power generation over a decade back. In the beginning it was a captive power facility using waste heat from the rotary kiln boilers and the coal rejects of the washer. Over the years however, Jindal Steel and Power Ltd (JSPL) and its affiliate Jindal Power Ltd. (JPL) have come up in a big way and are producing about 1400 MW power through both captive and commercial facilities.

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Ferro Chrome - At JSPL, high-grade chrome ore, one of the pre-requisites for making ferro chrome, is sourced from the captive chrome ore mines in Sukinda Valley of Orissa.

Sponge Iron - JSPL has world's largest coal-based sponge iron manufacturing facility and stands out as the market leader in coal-based sponge iron industry within India. Efficient backward integration has rendered JSPL as the only sponge iron manufacturer in the country, with its own captive raw material resources and power generation capacity helping the company to monitor both price and quality of its products.

September 28,2011: Honble Chairperson, Co-ordination Committee, Shri Shibu Soren and Hon'ble Chief Minister of Jharkhand, Shri Arjun Munda dedicated to the Nation the second unit of the 6 Million Tonne Steel Plant (the 1.2 MTPA Bar Mill) of Jindal Steel and Power Limited (JSPL) at Patratu, in Ramgarh district, at a glittering ceremony.

August 2,2011: Jindal Steel & Power d (JSPL) and Jindal Power (JPL)s Annual Reports 2009-10, won Gold Awards at The League of American Communications Professionals (LACP) Vision Awards the worlds most prestigious contest in the domain of corporate reporting. While the JSPL Annual Report won the award in the Materials category, the JPL Annual Report bagged the award in the Energy Equipment and Services category.

May 31,2011: Jindal Shadeed plant was dedicated to the Nation, by H.E. Sheikh Saad Bin Mohammed bin Said al Mardhouf al Saadi, Minister of Commerce and Industry, Sultanate of Oman. Jindal Shadeed Iron and Steel LLC (JSIS) is a wholly owned subsidiary of the Naveen Jindal-led Jindal Steel and Power Limited (JSPL), India.

RAIPUR DIVISION
Competing with the best in the industry, JSPLs Heavy Machinery Division at Raipur in Chhattisgarh offers state-of-the-art manufacturing facility. Ready with modern equipment and top-notch capabilities, this facility was established in 1992 with facilities for manufacturing of Equipments, Steel Castings and Pressure Vessels required for the steel plant, metallurgical, mining, material handling, sponge iron, process & other industries.

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Apart from catering to the needs of the Raigarh plant, the machinery division has upgraded its manufacturing facilities to meet the requirements of other units of the Jindal group. It also caters to the requirements of other industries in the vicinity. Some of the major equipment manufactured during the years are: Sponge Iron Plant (100, 350 and 500 TPD)

Air Tubes, Feed Tubes, Coal Throw Pipe, Coal Burner Pipe Plain & Screen Shell Support Roller & Pinion assemblies Tyres & Girth Gear Transfer chutes Kiln Shell Dia.4.5x76/100 meters. Long for cement plant. Etc.

Material Handling

EOT Crane Up to 450MT Scrap Charging Bucket Hot Metal Ladle & Ladle Transfer Car up to 250 MT Reduction Gear Boxes. Reclaimer 300TPD for coal handling

Cold Rolling Mill

Side Trimming Machine Coil Car, Lopper Car Strip Separator Steering Assembly Bridle, Pinch & Deflector Roll Assembly

Hot Rolling Mill

5 Meters. Wide Plate Mill (Complete Manufacturing around 15000MT)

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Chocks Assembly & Pinch Roll Assembly Manipulator Assembly, Plate Turnover Device Equipment for Chocking, De-chocking & Roll Changing. Stand (Housing) Shifting Device, Stamping Machine & Mill Guides Piling Bed, Inspection Bed, Loading Bed etc. Pile Compactors & Piling Bed Cranes Fixed and Disappearing Stoppers, Lifting Tongs

Slab Caster / Round Caster / Beam Blank Caster etc.

Tundish Car Mould Jacket Mould Oscillator Segment Assembly Segment Carrier Frames Dummy Bar Assembly Withdrawal & Straightening Assembly Various Types Of Roller Tables Tundish & Stoppers

Blast Furnace

Top Charging Equipment Checker Support System Fixed Throat Armour Ladle, Ladle Stand and Ladle Transfer Car

Sinter Plant/Pelletisation Plant

Sinter Car Drive Drum & Feed Drum Wind Boxes Double Cone Valve
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Triangular Spokes Carrying Plate Pellet Car & Grate Bars

Mines

Roll crusher for coal & iron ore JAW Crusher Dipper Front Wall Wet Scrubbers CAT frame Bucket Assembly Bowl Liner And Mantle Tumbler

Power Plant

Machining of Rotor (Thermal Power Plant) Upper & Lower Brackets for Generator 3x37MW (Hydro Power Plant)

Wind Mill

Disc Rotor Stator Ring Stator Carrier

Pressure Vessel

Pressure Vessel Oxygen Tank

Others

Oil pan assly for DLW

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Quality Assurance The Machinery Division adheres to stringent quality norms and has been certified with following certifications:

ISO:9001:2008 for Quality Management System ISO:14001:2004 for Environmental Management System ASME U, U2, S, R & NB for Boilers and Pressure Vessels IBR for foundry & pressure vessels.

Facilities The machinery division is having the following facilities:

Stress relieving furnace 8m X 5m X 4.5m

Shot blasting 4m X 5m X 12m Paint Chamber 4m X 5m X 18m Column & Boom, Power source for submerged arc welding CNC Oxyfuel plasma cutting machine 300mm thk for MS & 40mmfor SS Plate bending machine up to 80mm thk X 4m Width Total 65 Nos. of Conventional machines & 17 Nos. of CNC machines including Vertical & Horizontal boring machines, Plano milling machines & lathe and most of the CNC machines are commissioned within last 2 years.

Manufacturing & Hydro testing facilities of Pressure Vessels. Carbon, Alloy, Manganese, SG iron, Ni-hard Castings. Centrifugal casting Max. O.D 470mm X 2500mm (S.S). Steel Ingots. Testing Facilities Image Analyzer, Spectrometer, Impact testing machine, PMI machine-Bruker S1 Germany, Dead weight calibration for Pressure gauge calibration, Hardness testing machine, Universal testing machine & Storage of radioactive source.

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Production Capacity The Raipur Division is multifaceted and has approved manufacturing capacity of 30,000 tons per annum of manufacturing equipment and castings. The unit can produce single-piece steel castings of up to 12 tones and has a handling facility of up to 100 tones. Expansion Plans The machinery division is all set to expand its capacity for carrying out timely execution of JSPLs upcoming projects and minimize dependence on external vendors.

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LITERATURE REVIEW
Service Quality in Business The fiercely competitive environment of the service industry has demonstrated that service quality is the most crucial factor determining a business survival and competitiveness
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(Parsuraman et al., 1985; Reichheld & Sasser, 1990). Service is the process of interaction between customers and the service provider (Grnroos, 1998). Overall, when considering the steel industry, quality management appears to be an appropriate strategy for managing steel facilities because steel management enables efficiency and effectiveness. Effectiveness indicators based on principles of customer service quality first measure customer expectations, and then compared them to customer perceptions of the business actual performance. Instruments for measuring the service quality, such as SERVQUAL and its related variants, have employed by several organizations in the service industry (Bindu et al., 2009). These instruments are designed for the service industry specifically. However, Saravanan and Rao (2007) found that certain important aspects of service quality were not included in the SERVQUAL model. Another instrument, SERVPERF, is now considered the most appropriate method for determining service quality (Grnroos, 2008). The perceived service quality of public utility services has a multilevel, multidimensional structure and comprises three primary dimensions: outcome, environment, and interaction (Changhong et al., 2008). This study employed the SERVPERF method to determine service quality in the steel industry. This method measures several aspects, namely, tangibles, reliability, responsiveness, assurance, and empathy (Sasser et al., 1978; Parasuraman et al., 1988; Changhong et al., 2008). Tangible indicates physical facilities, equipment, and personnel appearance. Reliability means that the enterprise can be able to execute the agreed services provided correctly and reliably. Responsiveness means the enterprise voluntarily wants to help customers and promptly provide services. Assurance means the professional service knowledge, courtesy, and trusted ability of employee makes customers feeling ease. Empathy means enterprise can provide individual service and care.

Customer Satisfaction
Customer satisfaction is another factor that affects customer loyalty to service enterprises. The definition of satisfaction is a persons approval or disappointment when comparing their opinion of services received with their original service expectations (Kotler & Keller, 2006). Therefore, customer satisfaction is a customers rational and emotional perceptions, which are based on
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service experiences (Matthew & Christine, 2000). In a service context, quality and value are proposed as antecedents of satisfaction; their effects on loyalty are mediated by satisfaction (Xiang, & James, 2010). Determining customer satisfaction includes consumers total satisfaction of service performance, consumer opinion, and national conditions (Singh, 1991; Manfred & Grund, 2000; Dermanov & Eklf, 2001; Chang & Yuan, 2002; Miguel, 2009). Kano developed a two-way quality model (now know as Kanos model) to define and categorize web community service quality dimensions, and understand user demands (Kuo, 2004). Kano found an increase in satisfaction and a decrease in dissatisfaction when analyzing improvements to certain quality elements. He used the results of his study as a reference to improve services provided to the web community. Combining the findings of previous studies, this research adopted five aspects for determining customer satisfaction, namely, service, product, situation, individual, and price (Zenithal & Bitner, 1996).

Customer Loyalty
The mean of customer loyalty is customers continuous purchasing behavior toward the merchandise or services of a specific company (Day, 1977; Lutz, 1986). However, Bhote (1996) believed that if a customer was satisfied with a companys commodities or services, they would want to promote that company positively through word-of-mouth. Improving customer loyalty in the service sector will increase economic returns (Reichheld, 1996). Therefore, competition in the service industry and the improved management and marketing strategies must be designed to retain and not acquire customers (Dwyer et al., 1987). Regarding evaluating customer loyalty, Parsuraman et al. (1994) believed that customer behavior, intent to repurchase, and recommendations through positive word-of-mouth should be assessed (Jones & Sasser, 1995; Srinivasan et al., 2002) classified customer loyalty to three primary categories: primary behavior, secondary behavior, and intent to repurchase

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Objectives of Study
To gather information about customer satisfaction To know the customer perception about quality and commercial. To know the customer satisfaction about delivery of the product. To provide suggestions, in improving the customer satisfaction. To know the customer satisfaction towards the after sales service

Scope of the study

customer satisfaction.

towards the company.

of the Company

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Research Methodology
The aim is to study the satisfaction provided to customers by JSP. How much are customers are satisfied by products offered by JSP?

RESEARCH PLAN Research Design: Research Method Used Research Technique Used Descriptive & Exploratory Survey Questionnaire

Data Collection Sampling Plan No. of samples collected

From C.G. Convinience sampling 50

A descriptive and exploratory research was used to gain an insight into consumers perceived customer satisfaction offered by JSP. Secondary data were collected for the research. An undisguised structured questionnaire, was used for the research. The sample size used was 50 respondents. JSPL customers were selected on the basis of convenience sampling. The questionnaire is personally administered to the valued customers in English for better understanding.

RESEARCH DESIGN
I propose to first conduct a intensive secondary research to understand the full impact and implication of the industry, to review and critique the industry norms and reports, on which certain issues shall be

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selected, which I feel remain unanswered or liable to change, this shall be further taken up in the next stage of exploratory research. This stage shall help me to restrict and select only the important question and issue, which inhabit growth and segmentation in the industry.

The various tasks that I have undertaken in the research design process are:

Defining the information need Design the exploratory, descriptive and causal research.

Procedure of Research:
The research process has four distinct yet interrelated steps for research analysis It has a logical and hierarchical ordering:

Determination of information research problem. Development of appropriate research design. Execution of research design. Communication of results. Each step is viewed as a separate process that includes a combination of task , step and specific procedure. The steps undertake are logical, objective, systematic, reliable, valid, impersonal and ongoing.

Primary Data:
Primary Data is the first hand data collected freshly for getting raw information. Primary Data is very important for processing any project, tenders, etc. It also forms the first base for the secondary data. Sources of Primary Data : 1. Questionnaire. 2. Experimentation. 3. Direct talk with the clients, etc.
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Secondary Data:
Secondary Data unlike Primary data are second hand data collected for further processing. Secondary data uses data collected by someone else for its own usage. They are also very important as it gives valuable information to the researcher about past data or current hypothesis. Sources of Secondary Data: 1. Company journals. 2. Reports of Committee and Commissions. 3. Newspapers and Magazines. 4. Internet, etc.

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DATA TABLE

CUSTMER
C1 C2 C3 C4 C5 C6 C7 C8 C9 C10 C11 C12 C13 C14 C15 C16 C17 C18 C19 C20 C21 C22 C23 C24 C25 C26 C27 C28 C29 C30 C31 C32 C33 C34 C35 C36 C37 C38 C39 C40 C41

QUALITY
5 5 4 4 4 5 5 4 5 4 4 5 4 5 3 4 3 4 4 5 5 4 3 3 5 4 4 3 3 5 3 4 5 5 5 4 4 5 5 3 5

DELIVERY
4 4 2 5 4 4 3 3 4 3 3 4 3 5 3 3 3 3 4 5 2 4 4 4 4 4 3 3 4 3 5 4 5 4 5 3 4 4 4 4 4

SERVICES
4 5 3 4 4 4 4 3 4 4 4 4 3 5 4 3 3 4 4 4 4 4 5 5 5 5 5 3 4 3 5 5 5 4 5 4 4 4 5 4 4

COMMERCIAL
4 4 4 5 3 3 4 5 1 3 3 3 3 5 4 5 5 4 3 4 3 5 4 5 4 5 4 4 4 2 4 4 4 4 5 5 3 4 3 4 4 31

C42 C43 C44 C45 C46 C47 C48 C49 C50

4 5 4 5 5 4 4 5 5

4 3 4 5 4 5 4 4 3

4 4 3 5 3 5 4 5 4

5 5 4 5 4 5 5 5 4

From More than More than More than More than

0 up to 1 1 up to 2 2 up to 3 3 up to 4 4 up to 5

= = = = =

very poor poor good very good excellent

EVALUTION & ANALYSIS

Based upon feedback the satisfaction level wad measured/ calculated on monthly or yearly basis and analyzed to know the satisfaction in terms of: Quality of product Delivery of product Services Pricing level

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1. CUSTMERS FEEDBACK FOR QUALITY OF PRODUCT

Category
Very Poor Variable 0 Poor 0 Good 8 Very good 20

Excellent
22

Quality of product show in chart diagram

QUALITY OF PRODUCT
25 20 15 10 5 0 very poor poor good fig - 1 very good excellent 0 0 8 20 22

Fig - 1 For Quality of product (BAR CHART) in percentage

0% 0% 16% 44% 40% very poor poor good very good excellent

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Interpretation of result
OVER ALL SATISFACTION LEVELS OF CUTOMER FOR QUALITY OF PRODUCTS

PARTICULAR VERY POOR QUALITY 00%

POOR

GOOD

VERY GOOD

EXCELLENT TOTAL

00%

16%

40%

44%

100%

Table 3 From the above table and graph it is that majority of customer (44%) are satisfies and saying that the quality of product is excellent, followed by (16%) good and (40%) very good.

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2. CUSTMERS FEEDBACK FOR DELIVERY OF PRODUCT

Category Variable

Very Poor
0

Poor
2

Good
15

Very good
25

Excellent
8

Delivery of product show in chart diagram

DELEVIRY OF PRODUCT
25 25 20 15 10 5 0 very poor poor good fig - 2 very good excellent 0 2 15 8

For Delevery of product (BAR CHART) in percentage.

0% 16% 4% very poor 30% poor good very good excellent 50%

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Interpretation of result
OVER ALL SATISFACTION LEVELS OF CUTOMER FOR DELEVERY OF PRODUCTS PARTICULAR VERY POOR QUALITY 00% 04% 30% POOR GOOD VERY GOOD 50% 16% 100% EXCELLENT TOTAL

Table 3 From the above table and graph it is that majority of customer (50%) are satisfies and saying that the Delivery of product is very good, followed by (30%) good and (16%) excellent.

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3. CUSTOMERS FEECBACK FOR SERVICES OF COMPANY

Category
variable

Very Poor
0

Poor
0

Good
9

Very good
26

Excellent
15

Services show in chart diagram

SERVICES OF COMPANY
30 25 20 15 15 10 5 0 0 very poor poor good variable very good excellent 0 9 26

For Services show in (BAR CHART) in percentage.

0% 0% 18% 30%

very poor poor good very good

52%

excellent

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Interpretation of result
OVER ALL SATISFACTION LEVELS OF CUTOMER FOR SERVICES.

PARTICULAR VERY POOR QUALITY 00%

POOR

GOOD

VERY GOOD

EXCELLENT TOTAL

00%

18% Table 3

52%

30%

100%

From the above table and graph it is that majority of customer (52%) are satisfies and saying that the services is very good , followed by (18%) good and (30%) excellent.

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4 .CUSTOMERS FEECBACK FOR PRICES OF PRODUCTS

Marks variable

1 1

2 1

3 10

4 22

5 16

Prices show in chart diagram

25 20 16 15 10 10 5 1 0 very poor poor good variable very good excellent 1

PRICES OF PRODUCTS22

For Prices show in (BAR CHART) in percentage

2% 2%

32%

20%

1 2 3 4 5

44%

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Interpretation of result
OVER ALL SATISFACTION LEVELS OF CUTOMER FOR COMMERCIAL.

PARTICULAR VERY POOR QUALITY 02%

POOR

GOOD

VERY GOOD

EXCELLENT TOTAL

02%

20%

44%

32%

100%

Table 3 From the above table and graph it is that majority of customer (44%) are satisfies and saying that the Delivery of product is very good, followed by (20%) good and (32%) excellent.

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FINDINGS It founds that (44%) customers are saying that quality of product in JSPL is excellent;
it means most customers are satisfied with quality of product.

(50%) customers are saying that delivery period of product in JSPL is very good. So
customers are satisfied with delivery of products.

(52%) customers are saying that service of JSPL is very good. That mean most of
people are satisfied with services provide by the organization.

It founds that (44%) customers are saying that price of product in JSPL is very good;
it means most customers are satisfied with price of product. That means most of the customers consider that product of JSPL, Raipur, Machinery Division, is better than other competitor because f their quality, delivery, services & commercials. Overall percentage of customer satisfaction is very good but still there is scope of further improvement. According to the data we collect and found Company can improve its Customer Satisfaction level for some more extent, if company focus on its Services, Delivery of products and prices, because these traits can be improved.

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Suggestion
Business has concluded that customer satisfaction can therefore deliver financial benefit providing stability and a platform for growth, the alternative is a dissatisfied customer who seldom expresses their complaints they simply buy elsewhere. JSPL require improvement in their marketing strategies to satisfy present customers and to attract new customers also. Company should be updated with new technology and equipment which will be helpful to satisfy customers need with extra benefit. Company can provide a better credit policy to their regular customers. Company should try to maintain market price of the product with maintain quality as per standards. Company reduce delivery period, company have to maintain some stock in a store, because these are the urgent items.

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Limitations of the study

Most of the customer are not interested to fill the form

Time limit restricts detailed survey work for this particular topic of Research

Customer did not sent the feedback forms on time

Availability of time of conducting the study was limited

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CONCLUSION
Satisfied customers are important to companies because, on average, approximately more sales derive from repeat purchases. Firms can no longer maintain volume or profits by seeking out new customers. they must adopt a defensive strategy that focuses on keeping current customers as loyal purchasers of the firms goods or services. Thus we can see how customer satisfaction important for any company, from the above study on Jindal steel & power limited (machinery division) we have seen the performance of JSPL and satisfaction level from their customer. It can be conclude that JSPL is the company who try to satisfy its customer to the fullest and also proved it. According to me if they follow the suggestions given above, JSPL will be able to increase satisfaction level significantly.

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Annexure

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Bibliography

Books:
Research Methodology Kothari Marketing Management 12 e Philip Kotler

Websites:
www.wikipedia.com www.customersatisfaction.com www.scribd.com www.managementhelp.com

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