1.

1 INTRODUCTION OF THE STUDY:

Customer Satisfaction research identifies how well an organization is performing from

the customer’s viewpoint. It allows any organization to understand how their customers
are with the level of service they are providing at any point in time, and to track how
satisfaction levels change over time. It does not investigate the reasons or reality behind
the Customer Satisfaction, unlike Service Evaluation research but still provides extremely
valuable information – such as highlighting an area where service needs improving.
Tracking satisfaction levels can be particularly powerful when it
concentrates on identifying levels of satisfaction against the specific elements of service
that most matter to customers and which the organization can change; and where
possible, compare satisfaction levels across competing organizations. This can also be
used to highlight differences between customer segments, potentially identifying
segments at greatest risk.
Customer Satisfaction research is often used as part of a wider project
designed to help an organization or company improve its service provision, customer
satisfaction and customer interaction.
A variety of techniques can be used depending on the aims of the project,
the nature of the organization and the extent of the customer base but would typically
incorporate a customer survey and may include depth interviews or focus groups in order
to more fully understand the service elements which most matter to customers,
Customer Satisfaction, by nature, is dependent on an individual’s
expectations and previous experience of service. In order get the most out of the research
for your organization, it is best for a Customer Satisfaction research project to link to
your organization’s service standards (whether formal or informal). For example, there
may be a service standard which states that all customers should be given an appointment
within two weeks of making a request. It would be relatively easy to ascertain whether
this standard was being met in practice. But customers’ satisfaction with how quickly
they receive an appointment would need to be tested through direct research with
customers.

1
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.
Customer 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.
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 performance of the
organization being measured.

IMPROVING CUSTOMER SATISFACTION:

Published standards exist to help organizations develop their current levels
of customer satisfaction. The International Customer Service Institute (TICSI) has
released The International Customer Service Standard (TICSS). TICSS enables
organizations to focus their attention on delivering excellence in the management of
customer service, whilst at the same time providing recognition of success through a 3rd
Party registration scheme. TICSS focuses an organization’s attention on delivering
increased customer satisfaction in TICSS Service Quality Model uses the 5 P's - Policy,
Processes, People, Premises, Product/Services, as well as performance measurement

2
 1.2 PROFILE OF THE COMPANY:

Started in the year 1986, Vishal Precision Products Private Limited is

successfully catering to the Engineering needs of Indian industry for over a decade now.
Vishal’s technical expertise, strict quality control, competitive pricing and prompt
delivery can help your company reduce tool delivery time and increase it's productivity.
Vishal makes standard mold bases as well as custom mold bases
incorporating all special machining including pocket opening, finger cam/pin holes and
side core holders. It has all the required facilities for machining and inspection. It also has
qualified personnel to meet any technical demand.
Vishal precision products private ltd is one of the leading manufacturers
of precision products. They stand highly esteemed among the precision products
manufacturing industries due to their high quality and best service.
It manufacturing Precision Components, sub-assemblies and many
more Indian and abroad customer. For Printing, Paper, Textile, Aero, Oil and all the type
of Open indent machineries world wide.

3
What are precision products?

‘Precision’ as the term denotes ‘precise’ and very ‘accurately’

manufactured products. They are moulds which serve as the base for many types of
equipment including telephone, computers, and cellphones etc., they also serve as outer
coverings or shields for many products. These products are manufactured with absolute
accuracy for their best use.

Materials used:
Usually these products are made of plastics. Aluminum also serves as a
base material. Iron and steel are also efficient materials for the manufacture of these
precision products.

Methods of Moulding:
Mainly these moulds are prepared by various kinds of moulding
techniques.
 Injection moulding.
 Compression moulding.
 Sheet metal moulding etc.
Mainly injection moulding is used when hollow articles are to be made. Sheet
metal moulding is mainly for the production of sheet like articles.

4
Exports and dealers:
Their high quality has earned them a lot of prestigious customers allover
the world. Some of them are as follows.

 Mitsubishi, japan
 Philips
 ELGI group
 Godrej and boyle
 TVS group
 BHEL
 BPL group
 LMW group
And many other esteemed customers all over the world.

Basic introduction of an industry:

An industry is basically composed of many small units. The main aim
of an industry is production or manufacture. This can be accomplished with the help of
many subordinate sources.

Role of computers in an industry:

As technology has developed thus far, it is still impossible to go ahead
only with manpower. The use of computers in the industry has greatly minimized our
cost, time, etc. These roles of computers is needed almost in every section of the industry.
Mainly in manufacturing computer controlled machines are used.

Some of the computer controlled machines used in Vishal are:

CNC: computer Numeric Control

This machine is used in the manufacturing department. It is used to
control based numeric data.

5
 CMM: Co-ordinate Measuring Machine:
This instrument is used in the quality control department to
check the accuracy in the measurement of the manufactured
products.

Need of a software professional in an industry:

To design and program according to the need of the manufacturer, to
cater to the needs of the latest technology is the work of a software professional. This
designing and programming needs lot of skills. This new and latest technology should be
 Cost effective
 Time economical
 Reduce manpower

Outsourcing: Exports and Imports:

Outsourcing is one of the best methods of manufacturing. Japan follows
this method of outsourcing where they outsource in India. This proves to be very cost
effective. Since the manufacturing cost is very high in japan. They outsource in India
where the manufacturing cost is very low compared to theirs. This proves to be very
efficient method of manufacturing.

6
PROCESS FLOW OF THE COMPANY:
The process flow of the company consists of various stages. The product
to be manufactured should undergo the systematic process flow. The various stages in
this process flow are as follows
 Marketing
 Design
 Purchase
 Production
• Production planning and control (ppc)
• Vendors
 Quality control
 Human resource
These various stages, their individual participation in the process flow are clearly
explained below

7
MARKETING DEPARTMENT:
The marketing department of a company serves as a mediator between the
company and the customer. There are various steps involved in the working of this
marketing department.

Step1: Enquiry
Enquiry is mostly done by the customers regarding their need of the
product, the cost etc. these communication may be either via mail or may written
communication.

Step2: Quotation costing

Based on the customer’s requirement the actual cost required to
manufacture and the amount that can be set as a cost to the customer are all declared.
This declaration depends on many factors. These factors are commonly the following, it
depends on the amount of raw materials consumed for the manufacture of that particular
product, the amount of time the machines should be used for such as manufacture, the
amount of manpower required and also many other factors. Thus the entire costing is
done and the bill is passed.

Step3: Quotation
Thus the amount at the end of costing is verified by the authorities and a
general cost is fixed for the particular company and the quotation is sent.

Step4: Negotiation
The negotiation may be either through mail or through written means. This
process is nothing but the verification whether the customer’s need is satisfied both in
cost and in quality. At the end of negotiation there may be two decisions either the order
may be cancelled or order may be confirmed. In case of cancellation there may be two

8
reasons for that. The first one is that the company may not be cost effective to the
customer. In case of conformity the following procedures take place.

Step5: Placing the work order

The work order completely consists of the systematic process to be done for
manufacturing the product. The delivery date is also mentioned along with it. This work
order is given to the design, purchase and production departments.

DESIGN DEPARTMENT:

On receiving the work order from the marketing department along with the
entire drawing of the product, part drawings are drawn by them as per the requirement of
each machine section and are given to the purchase and production department. They
mainly use Auto CAD, Pro-E software for this designing purpose. Mainly engineers
study the drawing of the customer. After the clear study of the drawing. Then part
drawings are made. They are divided into parts based on the availability of the machines;
operators and some of the drawings should also be completed by the vendors. Thus these
part drawings help to do the work more efficiently when compared to the whole drawing
process.

Software’s used:

Auto CAD:
This is highly professional software where all the needs of a designer are
met completely.

Pre-E:
This is also designing software which highly facilitates 3D drawings.

Master CAM:

9
 This software enables clear layering of the drawings by which in turn part
drawings are able to be drawn.

PURCHASE DEPARTMENT:

They study the drawings completely. Then they analyze the requirement of
the drawing. The materials required are sorted out and then bill is placed to the supplier.
They possess almost all the details of the suppliers. They go for different suppliers for
different items as per their specialty. This purchase may be again classified as follows.

Stores:
The purchase order [P.O] is placed by the purchase department. The
standard items are bought and stored. These kind of bought-out materials are bought and
stored permanently regardless of the work order.
Raw materials:
The raw materials needed for the manufacture of the product is bought
based on the P.O. usually iron, aluminum, plastic serve as the best raw materials. This is
bought according to the need of the work order. The bill is issued for the specific W.O.
and the bill is recognized by this number.
This is also called material inverting. When the material is supplied by the
supplier an invoice and delivery Chelan is placed.

PRODUCTION DEPARTMENT:

Based on the part drawings given by the design department and based on
the raw materials available the production department analyses whether the jobs has to

10
done in house or through vendors. This decision depends on the availability of the
machines, tools and also to manage the time.

Production planning and control:

The operations required for manufacture of the product are analyzed. For
any work order sizing is the first operation. The raw materials are first sized. Then the
stage report is prepared for the various other operations some of which may be diverted
to the vendors.
Then the operations to be performed by the individual machines are
classified. Then the corresponding operators of the machines are given their respective
jobs. This is called scheduling. This is done on daily basis. Based on work order their
duty is assigned for both day and night shift operations.
Job card entry is the process where the operator enters the operation done
by him. The actual required for the operation and the total time required by the operator
are all observed. Based on this entry rating of the operations is done. This helps to
encourage them.

Vendors:
The job to be performed external to the in house is given to the vendors.
They perform the required operation and return the finished products. Mostly some
intermediate jobs like welding are given outside. They have a specific issue number. The
delivery date is also specified and the delivery is also based on the issue number.

QUALITY CONTROL DEPARTMENT:

The duty of the quality control department is to determine the quality of

the products. Thos analysis is done for both in house and vendor products. They check
for accuracy. In case of an error a non conformity report is given by this department. If an

11
error occurs in the vendor’s product, the calculated amount is debited from their account.
If it is an in house product the respective operator is warned about it. If it is repeated then
IPRR- in process reason report is received from the operator. This may also lead to salary
deduction. Thus based on the consistency of the product manufactured the quality check
is done at periodic intervals.
The quality control department makes use of some computer controlled
machines such as the CMM to check the accuracy of the product.

HUMAN RESOURCE DEPARTMENT:

Human resource is considered to be the most important and the most

efficient department in an industry only if the human source is functioning properly it
will lead to the smooth functioning of an industry. It is very easy to control 100 machines
when compared to a single man. Thus the human resource department completely takes
care of the employee management.

Payroll:
When an employee is appointed the entire details about him are
collected and placed in the company’s record. This can be later referred to whenever
needed. From the time the employee is registered all his activities inside the organization
is clearly monitored. When found to be caught for any illegal affairs them there is a black
mark in his resume. On the other hand if the employee is found to be very sincere and
fruitful worker then the company recognizes it. He may be awarded with an increment in
his salary or other special allowances.

Attendance management:
Is another important criterion of this department? The daily records
show the punctuality and sincerity of the workers. This is maintained by the human
resource department. There is a time keeper at 5 the gate who clearly watches over
regarding the punctuality of the staffs.

12
 Thus the human resource department serves as the backbone of any
industry.

CHAPTER 2

2.1 NEED FOR THE STUDY:

Customer’s expectations change accordingly with time. Customer’s expectations

should be studied with great efforts, so that marketers can design the product based on the
need of the customers.
If the customers need were met then the customer may turn as an asset to the
company because they become opinion leader for others. So that the company can
increase its market share.
Customer expectation is mainly based on the following attributes
 The product or service
 The price
 The place
 Promotion
In this new era of business world, Customers are the real owners. So, each and
every expectations of consumers have to be studied.

ADVANTAGES:-
 To increase the market share
 To remove consumer dissatisfaction
 To retain the current customers and also gaining by new one through study the
customer expectations.

CUSTOMER SATISFACTION:

13
 Customer satisfaction is a feeling of pleasure or disappointment resulting
from comparing a products perceived performance or outcome in relation to his or her
expectations.
So, satisfaction is a function of perceived performance and expectations.
The performance faults short of expectation, the customers are dissatisfied. The
performance is matches the expectation, the customer is satisfied. The performance
exceeds expectation the customer is highly satisfied or delighted.
Customer satisfaction mainly achieved through two components:

 Product features:
The quality of design
 Freedom from deficiencies:
It has major effect on costs through reduction in scrap, rework,
complies and other results of deficiencies.

14
 2.2 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE:
The primary objective of the study is to identify the preference given by
the customer and satisfaction level towards their products with special reference to Vishal
Precision Products.

SECONDARY OBJECTIVE:

 To identify the product features given preference while buying the

product
 To identify the satisfaction level towards the buying experience at
Vishal Precision Products.
 To identify the opinion of the respondents and their feeling
towards the value of their products when compared to other

15
 2.3 LIMITATIONS OF THE STUDY:

 The study was conducted only to specified customer. This may not give a
Generalized conclusion.

 The sample size is limited to 100 due to the shortage of time.

 Only some important questions are dealt with customer satisfaction and other
questions are not covered in this study.

 Respondents Bias

16
 CHAPTER 3
RESEARCH METHODOLOGY:

3.1 RESEARCH DESIGN:

This research studies are concerned with describing the characteristics of a
particular individual or of a group. This study concerned with specific predictions, with
narration of facts and characteristics concerning individual, group or situation are
examples of Descriptive studies.

DESCRIPTIVE RESEARCH DESIGN:

Descriptive research design includes surveys and fact findings enquiries of
different kinds. The major purpose of descriptive research is description of the state of
affairs, as it exists at present. In social and business research, we quite often use the term
ex post facto research for descriptive research studies. The main characteristics of this
method is that the researcher has no control over variable, he can only report what is
happening or what was happened. Most ex post facto research projects are used for
descriptive studies in which the researcher seeks to measure such items for example,
frequency of shopping, and preference of the people over similar data.
Descriptive research method will be applicable to the existing problem.
Here, the study is conducted for a fact (i\e), to know the “A study on customer preference
and satisfaction level towards their expectation with special reference to Vishal Precision
Products pvt ltd”. So the process was conducted through questionnaire.

17
3.2 DATA COLLECTION METHOD:
The researcher used questionnaire for collection of primary data.
Secondary data were collected from different sources.

3.3 SOURCES OF DATA:

The Primary Data were collected through questionnaire from
Customer’s of vishal precision products.
The Secondary Data were collected from company profile, and
Internet.

3.4 TOOLS FOR DATA COLLECTION

The data collection method adopted in this project is prepared through a
set of questionnaire. The customers are met residing in various areas. Their responses and
feedback is noted down in questionnaire. The type of questionnaire used here is
structured questionnaire. The questionnaire is designed by using 5 point scale. The
following are the ratings for 5 point scale
 strongly agree
 agree
 Neither agree nor dis-agree
 dis-agree
 Strongly dis-agree

3.5 SAMPLING PLAN

Population:
Population in statistics means the whole of the information which comes
under the purview of statistical investigation. Here the population is Customers of Vishal
Precision Products pvt ltd.

18
Sampling unit:
Customers of Vishal Precision Products pvt ltd.
Sample size:
100 customers.

Sampling:
The process of obtaining information about an entire population by
examining only a part of it. Probability sampling of convenience sampling is used for
data collection.
Statistical tools used:
Simple percentage analysis and bar chart is used through out the analysis.

19
 CHAPTER 4
4.1 ANALYSIS AND INTERPRETATION

TABLE: NO: 1
OPINION ABOUT EQUIPMENT AND INFRASTRUCTURE TO MEET THEIR
NEEDS

Opinion Number Of Respondents Percentage Of The

Respondents

Agree 74 74

Strongly Agree 18 18

Dis-Agree 0 0

Strongly Dis-Agree 0 0

Neutral 8 8

Total 100 100

INTERPRETATION:
The above table reveals that out of total number of the respondents, 74
percent of the respondents are agree that Vishal has necessary infrastructure to meet their
needs, 18 percent of the respondents are strongly agree, 8 percent of the respondents are
neutral in their opinion.

CHART: NO: 1

20
OPINION ABOUT EQUIPMENT AND INFRASTRUCTURE TO MEET NEEDS

80 74
70
60

50
Percentage

40
30
18
20
8
10
0 0
0
A g re e S tro n g ly D is -A g re e S tro n g ly N eu tra l
A g re e D is -A g re e

21
 TABLE: NO: 2
OPINION ABOUT AVAILABILITY OF TECHNOLOGY TO EXCEL IN THEIR
FIELD

Opinion Number Of Respondents Percentage Of The

Respondents

Agree 82 82

Strongly Agree 14 14

Dis-Agree 0 0

Strongly Dis-Agree 0 0

Neutral 8 8

Total 100 100

INTERPRETATION:
The above table reveals that out of total number of the respondents, 82
percent of the respondents are agree that Vishal has required technology in their field, 14
percent of the respondents are strongly agree, 8 percent of the respondents are neutral in
their opinion.

CHART: NO: 2
OPINION ABOUT AVAILABILITY OF TECHNOLOGY TO EXCEL IN THEIR
FIELD

22
 90 82
80
70
60
50
Percentage

40
30
20 14
8
10
0 0
0
A gree S tro ng ly D is -A gree S tro ng ly N eu tra l
A g ree D is -A gree

TABLE: NO: 3
CUSTOMERS OPINION ABOUT TRAINED AND COMMITTED MANPOWER

23
 Opinion Number Of Respondents Percentage Of The
Respondents

Agree 70 70

Strongly Agree 22 22

Dis-Agree 0 0

Strongly Dis-Agree 0 0

Neutral 8 8

Total 100 100

INTERPRETATION:
The above table reveals that out of total number of the respondents, 70
percent of the respondents are agree that Vishal has trained and committed manpower, 22
percent of the respondents are strongly agree, 8 percent of the respondents are neutral in
their opinion.

CHART: NO: 3
CUSTOMERS OPINION ABOUT TRAINED AND COMMITTED MANPOWER

24
 70
70

60
Percentage 50

40

30
22
20
8
10
0 0
0
A gree S trongly Dis -A gree S trongly Neutral
A gree Dis-A gree

TABLE: NO: 4
CUSTOMERS OPINION ABOUT THE COMPETITIVE PRICES

25
 Opinion Number Of Respondents Percentage Of The
Respondents

Yes 80 80

NO 20 20

Total 100 100

INTERPRETATION:
The above table shows that out of total number of the respondents, 80 percent
of the respondents are agreed with competitive prices, 20 percent are said no for their
competitive prices.

CHART: NO: 4
CUSTOMERS OPINION ABOUT THE COMPETITIVE PRICES

26
 NO
20%

Yes
80%

TABLE: NO: 5
CUSTOMERS OPINION ABOUT THE FULLFILMENT OF COMPLETE
REQUIREMENTS

27
 Opinion Number Of Respondents Percentage Of The
Respondents

Yes 78 78

NO 22 22

Total 100 100

INTERPRETATION:
The above table shows that out of total number of the respondents,
78 percent of the respondents are agreed with competitive prices, 22 percent are said no
for their competitive prices.

CHART: NO: 5
CUSTOMERS OPINION ABOUT THE FULLFILMENT OF COMPLETE
REQUIREMENTS

28
 NO
22%

Yes
78%

TABLE: NO: 6
CUSTOMERS OPINION ABOUT THE FULLFILMENT OF THEIR QUALITY
REQUIREMENTS

29
 Opinion Number Of Respondents Percentage Of The
Respondents

Never 0 0

Usually 8 8

Mostly 74 74

Always 18 18

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents, 8
percent of the respondents are agree that vishal moulds are usually meet their quality
requirements, 74 percent of the respondents are mostly satisfy with their quality
requirements, 18 percent of the respondents are more satisfy with their quality
requirements.

CHART: NO: 6
CUSTOMERS OPINION ABOUT THE FULLFILMENT OF QUALITY
REQUIREMENTS

30
 80 74

70
60

50
Percentage

40

30
18
20
8
10
0
0
Never Usually Mostly Always

31
 TABLE: NO: 7
CUSTOMERS OPINION ABOUT THE DELIVERY OF PRODUCT ON TIME

Opinion Number Of Respondents Percentage Of The

Respondents

Never 1 1

Usually 10 10

Mostly 71 71

Always 18 18

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents, 1
percent of the respondents are never satisfied with their delivery, 10 percent of the
respondents are mostly satisfy with their delivery, 18 percent of the respondents are
more satisfy with their delivery .

CHART: NO: 7
CUSTOMERS OPINION ABOUT THE DELIVERY OF PRODUCT ON
TIME

32
 80
71
70
60

50
Percentage

40

30
18
20
10
10
1
0
Never Usually Mostly Always

33
 TABLE: NO: 8
CUSTOMERS OPINION ABOUT THEIR DOCUMENTARY SYSTEM

Opinion Number Of Respondents Percentage Of The

Respondents

Never 0 0

Usually 6 6

Mostly 78 78

Always 16 16

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents, 6
percent of the respondents are usually satisfied with their documentary system, 78
percent of the respondents are mostly satisfy with their documentary system, 16 percent
of the respondents are more satisfy with their documentary system .

34
 CHART: NO: 8
CUSTOMERS OPINION ABOUT THEIR DOCUMENTARY SYSTEM

78
80

70
60

50
Percentage

40

30
20 16

10 6
0
0
Never Usually Mostly Always

35
 TABLE: NO: 9
CUSTOMERS OPINION ABOUT THE IMPROVMENTS IN PRODUCT AND
SERVICE ACCORDING TO THEIR SPECIFIC NEED

Opinion Number Of Respondents Percentage Of The

Respondents

Never 0 0

Usually 8 8

Mostly 76 76

Always 16 16

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents, 8
percent of the respondents are usually satisfied with their product and service,76 percent
of the respondents are mostly satisfy with their product and service, 16 percent of the
respondents are more satisfy with their product and service .

CHART: NO: 9

36
CUSTOMERS OPINION ABOUT THE IMPROVMENTS IN PRODUCT AND
SERVICE ACCORDING TO THEIR SPECIFIC NEED

80 76

70

60

50
Percentage

40

30

20 16
8
10
0
0
Never Usually Mostly Always

37
 TABLE: NO: 10
OPINION ABOUT COURTESY AND RESPECT

Opinion Number Of Respondents Percentage Of The

Respondents

Never 0 0

Sometime 6 6

Mostly 73 73

Always 21 21

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents, 6
percent of the respondents are sometimes satisfied with their hospitality, 73 percent of the
respondents are mostly satisfy with their hospitality, 21 percent of the respondents are
more satisfy with their hospitality.

CHART: NO: 10
OPINION ABOUT COURTESY AND RESPECT

38
 80 73
70

60

50
Percentage

40

30
21
20

10 6
0
0
Never Sometime Mostly Always

TABLE: NO: 11
CUSTOMERS OPINION ON CONTACTING WITH DEALING OFFICER

39
 Opinion Number Of Respondents Percentage Of The
Respondents

Never 54 54

Sometime 34 34

Mostly 12 12

Always 0 0

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents, 54
percent of the respondents never feel difficult to contact the dealing management.34
percent of the respondents sometimes feel difficult to contact the dealing management.
12 percent of the respondents are mostly feel difficult to contact the dealing management.

CHART: NO: 11
CUSTOMERS OPINION ON CONTACTING WITH DEALING OFFICER

40
 60 54

50

40 34
Percentage

30

20
12
10
0
0
Never Sometime Mostly Always

TABLE: NO: 12
CUSTOMERS OPINION ON PRODUCT DIFFERENCES DO THEY DISCUSSED
AND RESOLVED?

41
 Opinion Number Of Respondents Percentage Of The
Respondents

Never 74 74

Sometime 22 22

Mostly 4 4

Always 0 0

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents,74
percent of the respondents never feel differences in their product.22 percent of the
respondents sometimes feel differences and they resolved. 4 percent of the respondents
are mostly feel differences and they too resolved.

CHART: NO: 12
CUSTOMERS OPINION ON PRODUCT DIFFERENCES DO THEY DISCUSSED
AND RESOLVED?

42
 80 74
70

60
Percentage

50

40

30
22
20

10 4
0
0
Never Sometime Mostly Always

TABLE: NO: 13
CUSTOMERS OPINION ON THE DISCUSSION OF FUTURE PROJECTS

43
 Opinion Number Of Respondents Percentage Of The
Respondents

Never 0 0

Sometime 4 4

Mostly 78 78

Always 18 18

Total 100 100

INTERPRETATION:
From the above table it reveals that out of total number of the respondents,8
percent of the respondents sometimes feel the company discuss their future plan.78
percent of the respondents mostly feel discussed by the company with their future plans.
18 percent of the respondents are always feel the company discuss their future plan.

CHAPTER 5

5.1 FINDINGS:

44
 74 percent of the customers are agree with the equipments and infrastructure in
Vishal Precision Products.
 82 percent of the customers are agree with the technology used in Vishal
Precision Products.
 70 percent of the customers are agree with committed manpower in Vishal
Precision Products.
 80 percent of the customers are satisfied with the competitive prices.
 74 percent of the customers are mostly satisfied about the quality of the product.
 71 percent of the customers are mostly satisfied with the promptness of delivery.
 78 percent of the customers are mostly satisfied with the documents and systems
provided in terms of specification given by the customers.
 76 percent of the customers are mostly satisfied with the performance of product
and service.
 73 percent of the customers are treated with courtesy and respect
 78 percent of the customers feel that the company discusses the future project
with them.

5.2 SUGGESTIONS:

45
 The quality of the product can be improved further.
 The company may improve the quality of the technical information
provided to customers.
 Company can act more prompt in delivery of the product.
 The company can act more responsible and polite towards
customer’s enquiry.
 The company should improve their on time delivery by
implementing JIT in their process.

5.3 CONCLUSION:

46
 In the ending note of my research study I am confident to say that the study gave
me the opportunity for analyzing the customer satisfaction of Vishal Precision Products
pvt ltd. This particular study helped me a lot to prepare a questionnaire with a clear cut
objective. The study is indented to get the response from Vishal Precision’s customer’s
and how for the customers are satisfied with the product and its services. After analyzing
and interpretation I came forward with some precise suggestions and recommendations
which if implemented by the organization helps them to strengthen their position among
moulds manufacturing. The study has given me a lot of exposures like meeting various
people, and I have understood how a research study is to be conducted and prepare a
comprehensive report so on and so forth.

QUESTIONNAIRE:

CUSTOMER SATISFACTION SURVEY:

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CUSTOMER / COMPANY DETAILS:

1. The customer/ company name:

2. Address of the customer/ company:

3. Contact person:

4. Contact no/ mail id:

5. Contact person designation/ department:

CAPABILITY AND COMPETANCE

[ please tick the relevant box which you find most correct ]

6. Vishal Precision has the necessary equipment and infrastructure to meet your
needs
□ Agree □ Strongly agree □ Dis-Agree □ Strongly Dis-agree
□ Neutral

7. Vishal Precision has the technology required to excel in their field

□ Agree □ Strongly agree □ Dis-Agree □ Strongly Dis-agree
□Neutral

8. Vishal Precision has trained and committed manpower

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 □ Agree □ Strongly agree □ Dis-Agree □ Strongly Dis-agree
□ Neutral

COMPETITIVENESS:

9. Are Vishal Precision prices competitive?

□ Yes □ No
If No, mention the reason

10. Vishal Precision meet your complete requirements?

□ Yes □ No
If No, mention the reason

PERFORMANCE

11. Product manufactured by Vishal Precision meet your quality

Requirements
□ Never □ Usually □ Mostly □ Always
12. Vishal Precision delivers the product on time
□ Never □ Usually □ Mostly □ Always
13. Vishal Precision adhere to necessary documentation and systems in terms of
specification given by the customers
□ Never □ Usually □ Mostly □ Always
14. Vishal Precision makes improvement in product and service according to
The specific needs
□ Never □ Usually □ Mostly □ Always

TREATMENT

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15. Are you treated with courtesy and respect
□ Never □ Sometime □ Mostly □ Always
16. Is it difficult to contact dealing officer?
□ Never □ Sometime □ Mostly □ Always

17. Are differences discussed and resolved

□ Never □ Sometime □ Mostly □ Always
18. The company discusses their plans on future projects with you
□ Never □ Sometime □ Mostly □ Always

SYSTEMS

19. What do you consider Vishal Precision’s

Key strength:

Critical weakness:

20. Please give us your suggestions for improvements you would like to see in
Vishal Precision:

THANKS FOR SPENDING YOUR TIME

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 BIBLIOGRAPHY:

1. MARKETING RESEARCH – AAKER, KUMAR, DAY, SEVENTH EDITION.

2. RESEARCH METHODOLOGY METHODS AND TECHNIQUES –

C.R.KOTHARI, SECOND EDITION.

3. MARKETING MANAGEMENT- PHILIP KOTLER , MILLENIUM EDITION.

4. MARKETING RESEARCH – KINNEAR AND TAYLOR TATA MCGRAW -

HILL EDITION. MILLENIUM EDITION

WEBSITES:
www.vishalprecision.com

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