STUDY ON CUSTOMER SATISFACTION OF HARIKRISHNA METAL STORES IN GUNTUR

A project report submitted to the GITAM UNIVERSITY in partial fulfilment of the requirements for the award of

INTEGRADED MASTER OF BUSINESS ADMINISTRATION

BY

I.ESWAR (1234109114)

Under The Esteemed Guidance Of

Mr. N Ram Mohan Prakash
ASSISTANT PROFESSOR

GITAM INSTITUTE OF MANAGEMENT, GITAM UNIVERSITY, VISAKHAPATNAM. 2009-2014

TO WHOM IT MAY CONCERN

This is to certify that the Industry Internship Project titled STUDY ON CUSTOMER SATISFACTION OF HARIKRISHNA METAL STORES IN GUNTUR a bonafide work of I.ESWAR, is original and has been done under my supervision in partial fulfilment of the requirement for the award of IMBA for the period of 30 Days starting from 6th May to 16th June 2010. This report neither full nor in part has ever before been submitted for awarding of any degree of either this university or any other university. I am pleased to say that his performance during the period was extremely satisfactory. Thanking you,

Yours faithfully, I.HARIGOPAL MANAGING DIRECTOR HARIKRISHNA METAL CENTRE

STUDENT DECLARATION

I, I.ESWAR, the undersigned, a student of GITAM INSTITUTE OF MANAGEMENT, declare that this project report titled STUDY ON CUSTOMER SATISFACTION OF HARIKRISHNA METAL CENTRE IN GUNTUR is submitted in partial fulfilment of the requirement for the internship project for the award of INTEGRADED MASTER OF BUSINESS ADMINISTRATION degree. This is my original work and has not been previously submitted as part of another degree or diploma of another Business School or University. The findings and conclusions of this report are based on my personal study and experience, during the tenure of my Industry Internship at HARIKRISHNA METAL CENTRE.

STATION: Visakhapatnam

(I.ESWAR) IMBA-ISTYEAR

DATE:

Regd no: 1234109114

CERTIFICATE

This is to certify that the Industry Internship Project titled STUDY ON CUSTOMER SATISFACTION OF HARIKRISHNA METAL CENTRE IN GUNTUR. a bonafide work of I.ESWAR a bonafide student of IMBA in GITAM INSTITUTE OF MANAGEMENT OF GITAM UNIVERSITY Visakhapatnam, is original and has been done under my supervision in partial fulfilment of the requirement for the award of INTEGRADED MASTER OF BUSINESS ADMINISTRATION for the period of 30 days from 6th May to 16th June 2010. This report neither full nor in part has ever before been submitted for awarding of any degree of either this university or any other university. I am pleased to say that his performance during the period was good.

STATION:
DATE:

Mr. N R MOHAN PRAKASH ASSISTANT PROFESSOR

PREFACE
THIS
PROJECT IS DONE AS PART OF MY FIRST YEAR IMBA WHERE

WAS GIVEN AN

OPPORTUNITY TO WORK WITH HARIKRISHNA METAL CENTRE. THE TOPIC I HAVE CHOSEN IS BASED ON THE LEVEL OF SATISFACTION OF THE CUSTOMERS REGARDING HARI KRISHNA METAL PRODUCTS.

IN MY DETAILED STUDY, I HAVE DESCRIBED THE MAIN SUBJECT THAT I HAVE CHOSEN AND
THE TOPICS RELATED TO IT.

THE PREVIOUS STUDIES THAT PEOPLE HAVE UNDERTAKEN REGARDING THE

IMPORTANCE OF METAL INDUSTRY

CUSTOMER SATISFACTION WITHIN THE ORGANIZATION.

AND THE HARI KRISHNA METAL CENTRE ROLE IN THE PRESENT SCENARIO. I HAVE TAKEN A SAMPLE OF FORTY FIVE RESPONDENTS AND SURVEYED THE SATISFACTION LEVELS ALONG WITH TABLES AND GRAPHICAL REPRESENTATION OF DATA AND ALSO MADE A LIST OF FINDINGS AND POSSIBLE SUGGESTIONS THAT CAN SOLVE THE PROBLEM.

THIS

STUDY WILL

DEFINITELY CREATE AN IMPACT WITHIN THE ORGANIZATION WHICH CAN LEAD TO NEW IDEAS AND CONCEPTS TO INCREASE SATISFACTION LEVELS OF THEIR PRODUCTS AMONG THE CUSTOMERS.

ACKNOWLEDGEMENT

I would like to express my sincere gratitude to PROF. K. SIVARAMA KRISHNA, principal of GITAM INSTITUE OF MANAGEMENT, VISAKHAPATNAM, for giving the opportunity to work in this project. I am grateful to PROF. JOYTHSNA, HOD, Dept. of IMBA, GITAM INSTITUTE OF MANAGEMENT, VISAKHAPATNAM, for giving me opportunity to work in this project and for his valuable advice. I take this opportunity to record my everlasting thanks and hearty feelings of gratitude to my project guide, Mr N R MOHAN PRAKASH, ASSISTANT PROFESSOR, GITAM INSTITUTE OF MANAGEMENT, VISAKHAPATNAM for his constant encouragement and guidance for the successful completion of the project work. I would like to express my sincere gratitude to Mr. I.HARIGOPAL, MANAGING DIRECTOR OF HARIKRISHNA METAL CENTRE, for his valuable support and guidance during the entire course of project work.

(I.ESWAR) IMBA-ISTYEAR Regd no: 1234109114

CONTENTS
CHAPTER -1 THEORITICAL FRAMEWORK
1.0 1.1 MAIN SUBJECT TOPIC RELATED CONCEPTS

PAGE NO 10-21

CHAPTER 2 METHODOLOGY
2. O 2.1 2.2 2.3 NEED OF STUDY OBJECTIVES OF THE STUDY SCOPE OF STUDY RESEARCH DESIGN

22-26

CHAPTER -3 ORGANIZATION PROFILE

3.1 3.2 INDUSTRY PROFILE ORGANIZATION PROFILE

27-51

CHAPTER -4 ANALYSIS OF CUSTOMER SATISFACTION 52-78

4.1 DATA ANALYSIS AND INTERPRETATION

CHAPTER -5 FINDINGS, SUGGESTIONS AND CONCLUSIONS

5.1 5.2 5.3 FINDINGS SUGGESTIONS CONCLUSION

79-82

BIBLIOGRAPHY ANNEXURE - QUESTIONNAIRE

83-84 85-86

LIST OF TABLES

LIST OF CHARTS

CHAPTER 1
MAIN SUBJECT TOPIC RELATED CONCEPTS

1.0 MAIN SUBJECT

CUSTOMER SATISFACTION THE PROCESS of development along with the expanding globalization and liberalization process has increased the number of customer related issues. Customer protection has earned an important place in the political, economic and social agendas of many nations. In India, the Government has taken many steps including legislative, to protect customers. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy From the beginning of the customer service revolution almost 20 years ago, a body of business research has focused on customer satisfaction and customer-focused organizations. Business consultants, corporations and others have worked to identify the characteristics of organizations that consistently please their customers, to develop tools for monitoring customer satisfaction, and to build continuous, quality improvement systems that respond to consumer feedback. Although much of the research has been conducted by and for the corporate world, customer service and satisfaction is not limited to the private sector. Publicly funded organizations that are incorporating practices developed in the business world provide a growing body of experience and study. Increasingly, federal, state and local government agencies are attempting to gauge their performance and the effect on those they directly serve. Throughout the public sector, initiatives to reinvent governmentincluding education reform, privatization, and managed care have elevated customer service and satisfaction to new priorities. Within the European Union, a shift

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is underway to re-think and reform social services with social inclusion and user involvement as driving forces in quality improvement. Businesses monitor customer satisfaction in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. Although greater profit is the primary driver, exemplary businesses focus on the customer and his/her experience with the organization. They work to make their customers happy and see customer satisfaction as the key to survival and profit. Customer satisfaction in turn hinges on the quality and effects of their experiences and the goods or services they receive. The definition of customer satisfaction has been widely debated as organizations increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of situations and connected to both goods and services. It is a highly personal assessment that is greatly affected by customer expectations. Satisfaction also is based on the customers experience of both contact with the organization (the moment of truth as it is called in business literature) and personal outcomes. Some researchers define a satisfied customer within the private sector as one who receives significant added value to his/her bottom linea definition that may apply just as well to public services. Customer satisfaction differs depending on the situation and the product or service. A customer may be satisfied with a product or service, an experience, a purchase decision, a salesperson, store, service provider, or an attribute or any of these. Some researchers completely avoid satisfaction as a measurement objective because it is too fuzzy an idea to serve as a meaningful benchmark. Instead, they focus on the customers entire experience with an organization or service contact and the detailed assessment of that experience. For example, reporting methods developed for health care patient surveys often ask customers to rate their providers and experiences in response to detailed questions such as, How well did your physicians keep you informed?

These surveys provide actionable data that reveal obvious steps for improvement. Customer satisfaction is a highly personal assessment that is greatly influenced by individual expectations. Some definitions are based on the observation that customer satisfaction or dissatisfaction results from either the confirmation or disconfirmation of individual expectations regarding a service or product. To avoid difficulties stemming from the kaleidoscope of customer expectations and differences, some experts urge companies to concentrate on a goal thats more

11

closely linked to customer equity. Instead of asking whether customers are satisfied, they encourage companies to determine how customers hold them accountable. In the public sector, the definition of customer satisfaction is often linked to both the personal interaction with the service provider and the outcomes experienced by service users. For example, the Urban Institute and Mathematical conducted customer satisfaction surveys for the federal child support enforcement system. The definition they developed addresses three aspects of customer satisfaction:

satisfaction with client-worker interaction, whether in-person, by phone, or by mail; satisfaction with the support payment (e.g., its accuracy and timeliness); and Satisfaction with the effect of child support enforcement on the child.

Another example that has particular implications for vulnerable individuals and neighbourhoods is the Shaping Our Lives National Users Network in the United Kingdom. This includes both national and local research and development projects to examine what service users see as good outcomes for services and support. Four customers Networks were developed as part of the initiative:

Black User Group in London, Service User Action Group in Wakefield, Ethnic Disabled Group in Manchester, and An alliance of User Groups in Waltham Forest.

It was the consensus of the groups that lack of information often leads to low expectations. They further agreed that the process of obtaining a service and the way it is delivered can have a major impact on the users experience. The qualities of relationships and staff were central to positive outcomes. Because customer satisfaction is a highly variable assessment that every individual makes based on his/her own information, expectations, direct contact and interaction, and impact, it makes sense to involve and consult consumers when designing customer satisfaction approaches. Research identifies many characteristics that are associated with service quality. Business researchers Benjamin Schneider and David Bowen assert that service organizations must meet three key customer needs to deliver service excellence: security, esteem, and justice. Research identifies an array of service quality factors that are important for customers, including:
12

Timeliness and convenience, Personal attention, Reliability and dependability, Employee competence and professionalism, Empathy, Responsiveness, Assurance, Availability, and Tangibles such as physical facilities and equipment and the appearance of the personnel. Research shows that these characteristics also apply to citizen satisfaction with public service quality. Timely service is an especially strong determinant of quality across different types of public services. Fairness and outcomes are additional factors important to public service customers. Public sector quality improvement initiatives are on the rise worldwide as contracting and private service provision has become more common. At the same time, European researcher Dr. Jane Pillinger notes that consumer demand for more transparent, equitable, and consumer-oriented services has produced a quality gap: a gulf in perceptions of quality and the impact of services on the end user. She calls for rethinking quality initiatives to interlink quality improvement with user involvement and participation and with social equality and inclusion. The experiences of successful businesses both support this perspective and offer experiences, tools and lessons for putting customers first.

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1.2 TOPIC RELATED CONCEPTS

MARKETING MANAGEMENT Marketing management is the process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchanges with target groups that satisfy customer and organizational objectives. Inbound Marketing Includes Market Research to Find Out: 1. What specific groups of potential customers/clients (markets) might have which specific needs (nonprofits often already have a very clear community need in mind when starting out with a new program -- however, the emerging practice of nonprofits business development, or earned income development, often starts by researching a broad group of clients to identify new opportunities for programs) 2. How those needs might be met for each group (or target market), which suggests how a product might be designed to meet the need (nonprofits might think in terms of outcomes, or changes, to accomplish among the groups of clients in order to meet the needs) 3. How each of the target markets might choose to access the product, etc. (its "packaging") 4. How much the customers/clients might be willing pay and how (pricing analysis) 5. Who the competitors are (competitor analysis) 6. How to design and describe the product such that customers/clients will buy from the organization, rather than from its competitors (its unique value proposition) 7. How the product should be identified -- its personality -- to be most identifiable (its naming and branding) Outbound Marketing Includes: 1. Advertising and promotions (focused on the product) 2. Sales 3. Public and media relations (focused on the entire organization) 4. Customer service 5. Customer satisfaction
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Too often, people jump right to the outbound marketing. As a result, they often end up trying to push products onto people who really don't want the products at all. Effective inbound marketing often results in much more effective -- and less difficult -- outbound marketing and sales. Need, Wants and Demands: A human need is a state of felt deprivation of some basic satisfaction. People require food, clothing, shelter, safety, belongings and a few other things for survival. These needs are not created by their society or by marketers; they exist in the very texture of human biology and human condition. Wants are desires for specific satisfiers of these deeper needs. Demands are wants for specific products that are backed by an ability and willingness to buy them. Product, Offering and Brand: Companies address needs by putting forth a Value proposition, a set of benefits they offer to customers to satisfy their needs. The intangible value proposition is made physical by an Offering, which can be a combination of products, services, information, and experiences. A Brand is an offering from a known source. All companies strive to build strength that is, a strong, favourable brand image. Value and Satisfaction Value is defined as a ratio between what the customer gets and what he gives. The customer gets benefits and assumes costs. The benefits include functional benefits and emotional benefits. The costs include monetary costs, time costs, energy costs and psychic costs. Competition: Competition includes all the actual and potential rival offerings and substitutes that a buyer might consider. Competition may be of different types. They are, Brand competition Industry competition Form competition Generic competition
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These environments contain forces that can have a major impact on the actors in the task environment. CUSTOMER ORIENTATION A firm in the market economy survives by producing goods that persons are willing and able to buy. Consequently, ascertaining consumer demand is vital for a firm's future viability and even existence as a going concern. Many companies today have a customer focus (or market orientation). This implies that the company focuses its activities and products on consumer demands. Generally there are three ways of doing this: the customer-driven approach, the sense of identifying market changes and the product innovation approach. In the consumer-driven approach, consumer wants are the drivers of all strategic marketing decisions. No strategy is pursued until it passes the test of consumer research. Every aspect of a market offering, including the nature of the product itself, is driven by the needs of potential consumers. The starting point is always the consumer. The rationale for this approach is that there is no point spending R&D funds developing products that people will not buy. History attests to many products that were commercial failures in spite of being technological breakthroughs. A formal approach to this customer-focused marketing is known as SIVA (Solution, Information, Value, and Access). This system is basically the four Ps renamed and reworded to provide a customer focus. The SIVA Model provides a demand/customer centric version alternative to the well-known 4Ps supply side model (product, price, placement, promotion) of marketing management. If any of the 4Ps had a problem or were not there in the marketing factor of the business, the business could be in trouble and so other companies may appear in the surroundings of the company, so the consumer demand on its products will become less.

ORGANIZATIONAL ORIENTATION In this sense, a firm's marketing department is often seen as of prime importance within the functional level of an organization. Information from an organization's marketing department would be used to guide the actions of other departments within the firm. As an example, a marketing department could ascertain (via marketing research) that consumers desired a new type of product, or a new usage for an existing product. With this in mind, the marketing department
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would inform the R&D department to create a prototype of a product/service based on consumers' new desires. The production department would then start to manufacture the product, while the marketing department would focus on the promotion, distribution, pricing, etc. of the product. Additionally, a firm's finance department would be consulted, with respect to securing appropriate funding for the development, production and promotion of the product. Inter-departmental conflicts may occur, should a firm adhere to the marketing orientation. Production may oppose the installation, support and servicing of new capital stock, which may be needed to manufacture a new product. Finance may oppose the required capital expenditure, since it could undermine a healthy cash flow for the organization. NEW PRODUCT DEVELOPMENT (NPD) Improving and updating product lines is crucial for the success for any organization. Failure for an organization to change could result in a decline in sales and with competitors racing ahead. The process of NPD is crucial within an organization. Products go through the stages of their lifecycle and will eventually have to be replaced There are eight stages of new product development. These stages will be discussed briefly below: Stage 1: Idea generation New product ideas have to come from somewhere. But where do organizations get their ideas for NPD? Some sources include: Within the company i.e. employees Competitors. Customers Distributors, Supplies and others. Stage 2: Idea Screening This process involves shifting through the ideas generated above and selecting ones which are feasible and workable to develop. Pursing non feasible ideas can clearly be costly for the company. Stage 3: Concept Development and Testing

17

The organization may have come across what they believe to be a feasible idea; however, the idea needs to be taken to the target audience. What do they think about the idea? Will it be practical and feasible? Will it offer the benefit that the organization hopes it will? Or have they overlooked certain issues? Note the idea and concept is taken to the target audience not a working prototype at this stage. Stage 4: Marketing Strategy and Development How will the product/service idea be launched within the market? A proposed marketing strategy will be written laying out the marketing mix strategy of the product, the segmentation, targeting and positioning strategy sales and profits that are expected. Stage 5: Business Analysis The company has a great idea, the marketing strategy seems feasible, but will the product be financially worthwhile in the long run? The business analysis stage looks more deeply into the cash flow the product could generate, what the cost will be, how much market shares the product may achieve and the expected life of the product. Stage 6: Product Development Finally it is at this stage that a prototype is finally produced. The prototype will clearly run through all the desired tests, and be presented to the target audience to see if changes need to be made. Stage 7: Test Marketing Test marketing means testing the product within a specific area. The product will be launched within a particular region so the marketing mix strategy can be monitored and if needed, be modified before national launch. Stage 8: Commercialization If the test marketing stage has been successful then the product will go for national launch. There are certain factors that need to be taken into consideration before a product is launched nationally. These are timing, how the product will be launched, where the product will be launched, will there be a national roll out or will it be region by region.
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19

CHAPTER - 2
NEED FOR THE STUDY OBJECTIVES OF THE STUDY SCOPE OF THE STUDY RESEARCH DESIGN

20

2.0 NEED FOR THE STUDY

Since Hari Krishna metal centre is a major player in whole-sale products, which have lots of customers and these Customers play a vital role in the increase of sales and in getting profits to the company. As competition in Designing services is growing up day by day, every company needs to concentrate on each and every aspect of its activities. Customers should be satisfied with the rates, service quality, place where it is located, etc. So every company needs to know the satisfaction level of its customers; and try to reach expectations of the customers.

Scheme of dissertation
This whole project report has been divided in to six chapters. In first chapter introduction part has been given. That consists Scope, significance and need for the study. In second chapter, Industry profile and company profile has been included in brief. Third chapter consists of design of the study. In this whole research design has been included. Forth chapter consists of Data analysis and interpretations part by the help of graph and pie chart, bar chart. Before every graph the question has been given so that the graph result can be understood easily. In sixth chapter all findings have been given. In the last chapter Recommendations and conclusions part has been given.

2.3 OBJECTIVES OF THE STUDY

1. To find out different types of goods selected by customers. 2. To study the problems faced by the respondents with Hari Krishna Metal Stores. 3. To study customer satisfaction level on Hari Krishna Metal Stores. 4. To analyses the level of awareness about Hari Krishna Metal Stores. 5. To make suggestions in the light of the findings of the study

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2.4SCOPE OF STUDY
A big boom has been witnessed in metal industry which was growing year by year. A large number of new players are entering into the industry year after year. The study deals with customer satisfaction on Hari Krishna Metal Stores. The study was conducted in Guntur and its scope is limited to Guntur city. The study was done to observe the customer level of satisfaction towards Hari Krishna Metal Stores and to know the awareness level of features it offers.

2.5 RESEARCH DESIGN

Marketing research, as a sub-set aspect of marketing activities, can be divided into the following parts:

Primary research (also known as field research), which involves the conduction and compilation of research for the purpose it was intended.

Secondary research (also referred to as desk research), is initially conducted for one purpose, but often used to support another purpose or end goal. Primary research is often expensive to prepare, collect and interpret from data to information. Nonetheless, while secondary research is relatively inexpensive, it often can become outdated and outmoded, given it is used for a purpose other than for which was intended. Primary research can also be broken down into quantitative research and qualitative research, which as the labels suggest, pertain to numerical and non-numerical research methods, techniques. The appropriateness of each mode of research depends on whether data can be quantified (quantitative research), or whether subjective, non-numeric or abstract concepts are required to be studied (qualitative research). Method of Primary Data Collection Method of primary data collection is done by filling up the feedback forms as well as by asking direct face to face interview questions. The data for the analysis is collected from the primary source that is from the existing customer of matrix cellular.

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Description of questionnaire The questionnaire divided into Two Phase (1) Personal information and (2) questions on customer satisfaction levels. Data analyzing tools After gathering the data from previous & secondary sources the data was analyzed, tabulated, interpretations were made with the help of pie diagram as well as bar diagram and finally suggestions were made regarding the entire project.

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CHAPTER 3
INDUSTRY PROFILE ORGANIZATION PROFILE

24

3.0 INDUSTRY PROFILE

25

3.1 ORGANIZATION PROFILE

26

CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

27

1. Data gives the information about the respondents that how they know about HARI KRISHNA METAL STORES TABLE NO-1: Level of sources of information

S NAME A B C D

OPTIONS FRIENDS PARENTS RELATIVES YOURSELF TOTAL

RESPONDENTS 11 16 13 10 50

PERCENTAGE 22 32 26 20 100

CHART NO-1: Level of sources of information

1 st question
20% 26% 22% 32% FRIENDS PARENTS RELATIVES YOURSELF

INTERPRETATION: The table -1 shows the number of respondents how they know about HARI KRISHNA METAL STORES and the chart shows the respective percentage of respondents. It can be seen from the data that about 42% of the respondents know about HARI KRISHNA METAL STORES through PARENTS, 26% through RELATIVES, 22% through friends and 20% by themselves. As seen from the table and the chart the major portion of the respondents have come to know about HARI KRISHNA METAL STORES through parents followed by relatives. 2. Data below represents the respondents about their visiting to the store
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TABLE NO-2: visiting to store

S NAME A B C OPTIONS FREQUENTLY OCCASIONALLY RARELY TOTAL RESPONDENTS 16 16 18 50 PERCENTAGE 32 32 36 100

CHART NO-2: visiting to store

2 nd question
36% 32% FREQUENTLY OCCASIONALLY 32% RARELY

INTERPRETATION: The table -2 shows the data about their visiting to the store. It can be observed from the table that about 36% of the respondents visit rarely and 32% of the respondents visit occasionally and frequently. As seen from the table and chart it was noted that major portion of respondents visit rarely and rest frequently& occasionally.

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3. Data below gives the information about the range of products they choose in the store. TABLE NO-3: Information about the range of products
S NAME A B C D OPTIONS ALUMINIUM STEEL BRASS ANYTHING TOTAL RESPONDENTS 12 7 11 20 50 PERCENTAGE 24 14 22 40 100

CHART NO 3: Information about the range of products

3 rd question
40% 24% 14% 22% ALUMINIUM STEEL BRASS ANYTHING

INTERPRETATION: The table -3 shows the data about the different range of products chosen by the respondents. It has been observed from the data that about 40% of the respondents buy a collective range and 24% of them purchased aluminium and 22% of them purchased brass items and 14% of them steel. As seen from the data it is evident that most of the respondents purchased a collective range of products, and other individual products in less percentage.

4. Data below gives the level of satisfaction on the HARI KRISHNA METAL products.
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NO-4: Respondents who graded HARI KRISHNA products

S NAME A B C D OPTIONS HIGHLY SATISFIED SATISFIED MODERATELY SATISFIED DIS SATISFIED TOTAL RESPONDENTS 28 14 8 0 50 PERCENTAGE 56 28 16 0 100

CHART NO-4: Respondents who graded HARI KRISHNA products

4 th question
0% 16% 28% 56% MODERATELY SATISFIED DIS SATISFIED HIGHLY SATISFIED SATISFIED

INTERPRETATION: The table -4 shows the data about the respondents level of satisfaction HARI KRISHNA products. It has been observed from the data that about 56% were highly satisfied on the products and 28% were satisfied and remaining 16% were moderately satisfied. As seen from the table and chart it was noted that major portion of respondents were highly satisfied and rest were moderately satisfied.

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5. Data below represents about the pricing levels. TABLE NO-5: Information about respondents who represented about the pricing in HARI KRISHNA METAL STORES.
S NAME A B C OPTIONS HIGH LOW REASONABLE TOTAL RESPONDENTS 0 26 24 50 PERCENTAGE 0 52 48 100

CHART NO-5: Information about respondents who represented about the pricing in HARI KRISHNA METAL STORES.

5 th question
0% HIGH 48% 52% LOW REASONABLE

INTERPRETATION: The table -5 shows the data about the respondents who gave their opinion on pricing of products. It has been observed from the data that about 52% of the respondents grade as low pricing and 48% of them grade as reasonable. As seen from the table and chart it was noted that major portion of respondents feel that the pricing is low and the rest reasonable.

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6. Data below shows the respondents number of respondents who have cross checked the rates with its competitors. TABLE NO-6: Information about respondents who have cross checked the rates of HARI KRISHNA with its competitors.

S NAME A B

OPTIONS YES NO TOTAL

RESPONDENTS 25 25 50

PERCENTAGE 50 50 100

CHART NO-6: Information about respondents who have cross checked the rates of HARI KRISHNA with its competitors.

6 th question
50% 50% YES NO

INTERPRETATION: The table -6 shows the data about the respondents who have cross checked the rates with other whole-salers. It has been observed from the data that about 50% of them crosschecked and rest 50% didnt cross check the rates. As seen from the table and chart it was noted that half of the respondents cross checked and half didnt .

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7. Data below shows how the respondents bargained on the prices. TABLE NO-7: Information on respondents on bargaining prices

S NAME A B

OPTIONS YES NO TOTAL

RESPONDENTS 22 28 50

PERCENTAGE 44 56 100

CHART NO-7: Information on respondents about bargaining prices.

7 th question
44% 56% YES NO

INTERPRETATION: The table -7 shows the data about the respondents how they bargained on HARI KRISHNAS prices. It has been observed from the data that about 56% of the respondents didnt bargain and the rest 44% bargained on the prices. As seen from the table and chart it was noted that major portion of respondents didnt bargain and the rest bargained.

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8. Data below shows the opinions of the respondents on the staff. TABLE NO-8: Information about the opinion of the respondents on the staff.
S NAME A B C OPTIONS FRIENDLY RASH CO-OPERATIVE TOTAL RESPONDENTS 24 0 26 50 PERCENTAGE 48 0 52 100

CHART NO-8: Information about the opinion of the respondents on the staff.

8 th question
FRIENDLY 48% 52% RASH CO-OPERATIVE

0%

INTERPRETATION: The table -8 shows the data on the opinion of respondents on staff. It has been observed from the data that about 52% of the respondents feel they are co-operative 48% feel they are friendly. As seen from the table and chart it was noted that major portion of respondents feel as co-operative and rest as friendly.

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9. Data below shows how the respondents grade the HARI KRISHNA staff about their product knowledge. TABLE NO-9: Information about how respondents grade the staff on product knowledge.
S NAME A B C D OPTIONS EXCELLENT GOOD AVERAGE BAD TOTAL RESPONDENTS 14 24 10 2 50 PERCENTAGE 28 48 20 4 100

CHART NO-9: Information about the respondents grade on the staff on product knowledge.

9 th question
4% 20% 28% EXCELLENT GOOD 48% AVERAGE BAD

INTERPRETATION: The table -9 shows the data about the respondents on product knowledge on the staff and the chart represents the contribution level awareness about it. It has been observed from the data that about 48% of the respondents grade as good, 28% grade as excellent, 20% grade as average and 4% are grade as bad on product knowledge of staff. As seen from the table and chart it was noted that major portion of respondents grade good and rest as average, excellent and few feel as bad.

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10. Data below shows how the respondents would recommend HARI KRISHNA METAL STORES to their friends or relatives. TABLE NO-10: Information about the respondents who recommend HARI KRISHNA METAL STORES to their friends or colleagues.
S NAME A B C D OPTIONS HIGHLY SATISFIED SATISFIED MODERATELY SATISFIED DIS SATISFIED TOTAL RESPONDENTS 18 23 9 0 50 PERCENTAGE 36 46 18 0 100

CHART NO-10: Information about the respondents who recommend HARI KRISHNA METAL STORES to their friends or col.

10 question
0% 18% 36% HIGHLY SATISFIED SATISFIED MODERATELY SATISFIED DIS SATISFIED

46%

INTERPRETATION: The table -10 shows the data about the respondents who would recommend HARI KRISHNA METAL STORES to their friends or relatives and the chart represents the contribution level awareness about it. It has been observed from the data that about 46% of them are satisfied,36% respondents are highly satisfied, 18%are moderately satisfied. As seen from the table and chart it was noted that major portion of respondents are satisfied and the rest respondents say they are highly, moderately satisfied.

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CHAPTER 5
FINDINGS SUGGESTIONS CUNCLUSION

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5.1 FINDINGS
1. It was found that about 32% of the respondents have come to know about HARI KRISHNA METAL STORES through parents, 26% through relatives, 22% through friends and 11% know by themselves. 2. It was found that 32% of the respondents visit very frequently and occasionally while the rest 36% visit rarely. 3. It was found 40% of the respondents buy a broad range of products and 24% buyed aluminum and 22% brass goods and 14% steel. 4. Many respondents were highly satisfied (56%) on the products quality few (16%) were moderately satisfied and the rest (28%) were satisfied. 5. It was found that about 52% of the respondents feel that the prices are low and 48% feel the prices are reasonable. 6. It was found that 50% of the respondents cross-checked the rates with its competitors and the rest didnt. 7. It was found 44% of respondents bargained on the prices and rest 56% didnt bargain on the prices quoted. 8. It was found that 52% of respondents say that the staff are co-operative and the rest say they are friendly. 9. Many respondents say the staff has good knowledge about the products and few say they are excellent and few say they are average. 10. Many respondents recommend the store to their friends and relatives as they are highly satisfied and satisfied and few recommend as moderately satisfied. 11. Many respondents especially women bargain on prices and visit occasionally and buy a wide range of products. 12. Many students buy steel products and cross check the rates and dont bargain on the prices.

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13. Many businessmen buy aluminum products and dont bargain on prices and visit frequently.

5.2 SUGGESTIONs
1. Advertisements would given so that it will reach to all people 2. As the store down, it must be raised so as to attract customers. 3. The staff must be trained well so as to make good rapport with customers. 4. There must be different sections of staff dealing with different activities. 5. Various kinds of sales promotional activities must be done like making holdings 6. Special schemes should be made so as to attract customers ex: offers. 7. The staff must be motivated by making occasional meetings and acknowledging about the changes in the rates.

5.3 CONCLUSION
Our exhaustive research in the field of customer satisfaction on HARI KRISHNA METAL STORES threw up some interesting trends which can be seen in the analysis. A general impression that we gathered during data collection was immense satisfaction and knowledge among people about various products and the company offers to the customers. People in general have been impressed by the low cost products. The awareness level of the products is dependent on the advertising and marketing strategies of the company. People generally go for the products which have high advertising and marketing. And also those products which bring benefits to them.

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It can be concluded that the existing customers are satisfied with the HARI KRISHNA METAL STORES and is having good prospective customers for it. By creating more awareness, better advertising, marketing schemes the prospects for HARI KRISHNA METAL STORES can be generated. The researchers concluded that .

BIBLIOGRAPHY
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BIBLIOGRAPHY
List of Books: 1) Philip Kotler, 2008, MARKETING MANAGEMENT, New Delhi, Pearson. 2) G.C.Beri ,2007, MARKETING RESEARCH, New Delhi, Tata McGraw hill 3) Prof. V. Sekhar ,2008, INDIAN JOURNAL OF MARKEITNG, New Delhi, G S Publishers 4) L.M.Prasad,PRINCIPALS OF MANGEMENT,Sultanchand publications,2007. 5) Stoner, MANAGEMENT, Pearson Education. 6) Sujha.R.Nayar, CONSUMER BEHAVIOUR, Himalaya publications,2008. 7) Apparao, BUSINESS POLOCIES AND STARTAGIC MANGEMENT, Excel publications,2008. 8) K.Aswathappa, ORGANIZATIONAL BEHAVIOUR, Himalaya publications,2008 9) Azar Khazmi, BUSINESS POLOCIES AND STARTAGIC MANGEMENT, Tata Mc-Graw hill, 2007. 10) Subbrao, ORGANIZATIONAL BEHAVIOUR, Himalaya publications,2007. 11) Fred Lethens, ORGANIZATIONAL BEHAVIOUR, Mc-Graw hill International, 2007.
12) Phiplo,

PERSONSAL

MANGEMENT,

Mc-Graw

hill

Publications,

2008.

List of websites:

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1) Angad B. Sodhi flying returns. [online] available http://epaper.mailtoday.in/Details.aspx?boxid=233934656&id=26111&issuedate=282009, 2009 2) Articles cell phone sim cards[online] available http://www.matrix.in/articles/default.aspx, 2010 3) Articles cheap phone rates[ online] available http://www.matrix.in/articles/default.aspx, 2010 4) Articles post paid calling cards [online] available http://www.matrix.in/articles/default.aspx, 2010

List of News papers 1) Staff reporter. Matrix offers country specific SIM cards The Hindu June 13, 2007 p.23 2) Bureau. Matrix cellular starts operations in Kerala The Hindu Aug 11, 2007 p.23 3) Bureau. Deustche Bank , Matrix launch platinum card The Hindu May 12, 2009 p.24 4) BS reporter. Matrix cellular taps outbound professionals Business Standard Aug 03, 2009 p.23 5) Shivani shinde. Stay connected to home , from everywhere Business Standard December 26, 2007 p. 24

QUESTIONNARIE
PERSONAL DATA

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1. NAME: 2. AGE: 3. GENDER: 4. OCCUPATION:

QUESTIONS ON CUSTOMER SATISFACTION

1. How do you know this shop? a) Friends b) parents c) relatives d) Yourself 2. How often do you visit? a) Frequently b) occasionally c) rarely 3. What do you buy? a) Aluminum b) steel c) brass d) anything 4. How are their products? a) Highly satisfied b) satisfied c) moderately satisfied d) Dissatisfied 5. HOW IS THE PRICING a) HIGH b) LOW C) REASONABLE 6. Do you cross check the tariff with its competitors a) Yes b) no 7. Do you bargain on their prices? a) Yes b) no
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8 .WHAT IS YOUR OPINION ON THE STAFF a) Friendly b) rash c) co-operative 9. How do you grade the staff about product knowledge? a) Excellent b) good c) average d) bad 10. How do you recommend this store to your friends or relatives a) Highly satisfied b) satisfied c) moderately satisfied d) Dissatisfied

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