analysis and findings

8/8/2019 Analysis and Findings

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P R O J E C T R E P O R T O N E X I D E I N D U S T R I E S L T D

Research Study on consumer satisfaction of existing

customers of Exide products in and around Gauhati.

Prepared by

Arihant Aski Goswami

3nd semester MBA

(2009-2011) OF

GCC CENTRE OF MANAGEMENT STUDIES

under guidance of

Mr Manmit Mahanta(Institutional)&

Mr. Manoj Hazarika(Organizational)


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DECLARATION

I, Arihant Aski Goswami student of MBA 3rd Semester, GCC Centre of

Management Studies under Gauhati University hereby declare that

this project report entitled a Research Study on consumer

satisfaction of existing customers of Exide products in and

around Gauhati, is a independent work carried out by me at Exide,

Guwahati from 1st June to 31st July 2010.

To the best of my knowledge & believe, it is an original piece of work

and is the sheer outcome of my own efforts. The report not either in

full or in part has been submitted to any other University or Institution

for the award of any degree, diploma, fellowship or any other similar

title or prizes.

(Arihant Aski Goswami)


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E X E C U T I V E S U M M A R Y

Project Title: - Research Study on Brand Consumer

Satisfaction of existing users of Exide products in and around

Gauhati.

Duration :- The project was carried out for two months from

1st

june to 31st

july.

Name of guides:- The project was do

ne u

nder supervisio

nof

Organizational guide-Mr. Manoj Hazarika

Institutional guide -Mr Manmit Mahanta

Objective :- As per instructions being given, the objective

was to find out the following

y Consumer Satisfaction level of existing users of Exide

products in and around Gauhati.


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S U R V E Y M E T H O D : -

The survey was done in and around the important key

areas of Guwahati where the target was random users of Exide

products considering right from institutional consumers to small

Business units. Survey questionnaire was been provided to the

customers and interviewed whennecessary.

Analysis Technique: - Analysis was made on the basis of the

answers of the questionnaires and comparisons were drawnthrough making graphs and proving hypothesis.

Major findings: - The major findings were

y The overall satisfaction level of existing

customers of Exide Products was above

satisfactory levels .y The Companys goodwill and brand image in the

minds of the existing customers could be termed

as excellent.

y Exide products were found to be satisfying tocustomers whether be it in regards todepndabilty,performance,value etc


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(4)Findings and recommendations

( 5)Conclusion

(6)Annexure

(7)Bibliography


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C H A P T E R 1

I N T R O D U C T I O N

Topic:-: Consumer Satisfaction levels of existing users of Exide

products in and around Gauhati.

The topic selected for the project was determining Consumer

Satisfaction levels of existing users of Exide products in and around

Gauhati . 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.

However, the importance of customer satisfaction diminishes when a

firm has increased bargaining power.

In Other word consumer satisfaction refers to the degree to which

customer expectations of a product or service are met or exceeded.Corporate and individual customers may have widely differing reasons

for purchasing a product or service and therefore any measurement of

satisfaction will need to be able to take into account such differences.

The quality of after-sales service can also be a crucial factor in


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influencing any purchasing decision. More and more companies are

striving, not just for customer satisfaction, but for customer delight,

that extra bit of added value that may lead to increased customer

loyalty. Any extra added value, however, will need to be carefully

costed.

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 anyof 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 surveysprovide 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


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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 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.


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PREFACE

The concept of consumer satisfaction/dissatisfaction (CS/D) has

received considerable attention in the marketing and consumer

behavior literature. Part of this concern for the welfare, and hence the

satisfaction, of the consumer stems from the realization that, over the

long run, satisfied consumers are critical to the successful practice of

marketing and to the long-run profitability of the firm. Customer

satisfaction with a product often leads to repeat purchase, acceptanceof other products of the same product line, and favorable word-of-

mouth communications. Marketers are also deeply concerned with

consumer satisfaction because of the many adverse effects which can

result from consumer dissatisfaction (Richins, 1983; Engel &

Blackwell, 1982).

The apparent marketing maxim that directs the marketer towards

providing consumer satisfaction, or the absence of dissatisfaction, is

stated in the "marketing concept." Dickerson, Herbst and

O'Shaughnessy (1986) state that the marketing concept remains the

most enduring tenet in the teaching of marketing. Its foundation stone

is consumer orientation, the belief that a business, if it is to be

successful, should be oriented towards satisfying the needs of its

customers (p. 18).

Since its introduction in the 1950s, the marketing concept has become

the cornerstone of the principle and practice of marketing(McKitterick, 1957). While the profit aspect of the marketing concept

has always been given a relatively great amount of research attention,

the notion of satisfaction has only recently begun to receive the

attention of researchers (Hunt, 1977a). The number of articles

published in the area attest to the fact that CS/D is of great interest to


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marketers. Much of this work, however, has tended to focus firstly on

conceptual and theoretical developmentsand secondly on adaptations

to the basic CS/D process model to account for consumer and market

differences (Tse & Wilton, 1988; Woodruff, Cadotte & Jenkins, 1983;

Westbrook, 1980).


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IMPORTANCE OF THE TOPIC

Businesses monitor customer satisfaction in order to determine how toincrease 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.

Many researchers have looked into the importance of customer

satisfaction. Kotler(2000) defined satisfaction as: a persons feelings

of pleasure or disappointment resulting from comparing a products

perceived performance (or outcome) in relation to his or her

expectations. Hoyer and MacInnis (2001) said that satisfaction can

be associated with feelings of acceptance,

happiness, relief, excitement, and delight. There are many factors that

affect customer satisfaction. According to Hokanson (1995), these

factors include friendly employees, courteous employees,

knowledgeable

employees, helpful employees, accuracy of billing, billing timeliness,

competitive pricing,service quality, good value, billing clarity and

quick service.In order to achieve customer satisfaction , organizations must be able

to satisfy their customers needs and wants (La Barbera and Mazursky,

1983). Customers needs state the felt deprivation of a customer (

Kotler , 2000).Whereas customers wants, according to Kotler (2000)


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CONSEQUENCES OF CUSTOMER SATISFACTION

AND DISSATISFACTION

The consequences of not satisfying customers can be severe. According

to Hoyer and

MacInnis (2001), dissatisfied consumers can

decide to: -

y discontinue purchasing the good or

service,

y complain to the company or to a third

party and perhaps return the itemengage in negative word-of-mouth

communication.

Customer satisfaction is important because satisfaction influences

repurchase intentions whereas dissatisfaction has been seen as a

primary reason for customer defection or discontinuation of

purchase.


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LEARNING FROM THE TOPIC

Customer Satisfaction a Critical Component of Profitability

Exceptional customer service results in greater customer retention,

which in turn results in higher profitability.

Customer loyalty is a major contributor to

sustainable profit growth. To achieve success, you must make

superior service second nature of your organization. A seamless

integration of all components in the service-profit chain employee

satisfaction, value creation, customer satisfaction, customer loyalty,

and profit and growth links all the critical dynamics of topcustomer service.

Sadly, mature companies often forget or forsake the thing that madethem successful in the first place: a customer-centric business model.

They lose focus on the customer and start focusing on the bottom line

and quarterly results. They look for ways to cut costs or increaserevenues, often at the expense of the customer.

They forget that satisfying customer needs and continuous value

innovation is the only path to sustainable growth. This createsopportunities for new, smaller companies to emulate and improve

upon what made their bigger competitors successful in the first placeand steal their customers.

Customer Expectations

Customer is defined as anyone who receives that which is produced

by the individual or organization that has value. Customerexpectations are continuously increasing. Brand loyalty is a thing of

the past. Customers seek out products and producers that are best

able to satisfy their requirements. A product does not need to be

rated highest by customers on all dimensions, only on those theythink are important.


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Measuring Customer Satisfaction

To execute a successful client satisfaction survey, one should build

their customers to have the time and inclination to respond to, and thatdelves into the types of information that will truly help enhance ones

performance. By carefully constructing a brief, yet strong, survey, WE

can discover what our customers believe your strengths and

weaknesses are and what makes your customers loyal to our company.


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C H A P T E R 2

ORGANIZATION

PROFILE

Company Profile

The Company was incorporated as Associated Battery Makers (Eastern)Ltd., on 31st January, 1947 under the Companies Act, 1913 to purchase

all or any of the assets of the business of manufacturers, buyers and

sellers of and dealers in and repairers of electrical and chemical

appliances and goods carried on by the Chloride Electric StorageCompany (India) Ltd, in India , since 1916 with a view thereto to enter

into and carry into effect (either with or without modification) an

agreement which had already been prepared and was expressed to be

made between the Chloride Electric Storage Co (India) Ltd on the one

part and the Company of the other part. The name of the Company waschanged to Chloride India Ltd on 2nd August, 1972. The name of the

Company was again changed to Chloride Industries Ltd. vide fresh

Certificate of Incorporation dated 12th October, 1988. The name of theCompany was further changed to Exide Industries Ltd. on 25th August,

1995.

The Company manufactures the widest range of

storage batteries in the world from 2.5 Ah to 20,400

Ah capacity, covering the broadest spectrum of

applications. The Company has six factories

strategically located across the country two inMaharashtra, one in West Bengal, two in TamilNadu and one in Haryana. The Companys

predecessor carried on their operations as importhouse from 1916 under the name Chloride Electrical Storage Company.

Thereafter, the Company started manufacturing storage batteries in the


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country and have grown to become one of the largest manufacturer and

exporter of batteries in the sub-continent today. Exide separated from its

UK-based parent, Chloride Group Plc., in 1989, after the latter divested

its ownership in favour of a group of Indian shareholders. The Company

has grown steadily, modernized its manufacturing processes and takeninitiatives on the service front. Constant innovations have helped the

Company to produce the worlds largest range of industrial batteries

extending from 2.5 Ah to 15000 Ah and covering various technologyconfigurations.

Milestones

1916Chloride Electric Storage Co. (CESCO) UK sets up trading

operations in India as an import house.1946First factory set up in Shamnagar, West Bengal.

1947Incorporated as Associated Battery Makers (Eastern) Limited on31 January 1947 under the Companies Act.

1947Incorporated Chloride International Limited (previously Exide

Products Limited)

1969Second factory at Chinchwad, Pune

1972The name of the Company was changed to Chloride India Limited

1976R&D Centre established at Kolkata1981Third factory at Haldia, West Bengal

1988The name of the Company was changed to Chloride Industries

Limited

1994Technical collaboration with Shin Kobe Electric Machinery Co.

Ltd. of Japan, a subsidiary of the Hitachi Group.

1995Chloride Industries Limited renamed Exide Industries Limited

1997Fourth factory at Hosur, Tamil Nadu

1998Acquisition of industrial/ manufacturing units of StandardBatteries Ltd located at Taloja & Kanjurmarg (Maharashtra),

Guindy (Tamilnadu) and plant at Ahmednagar (Maharashtra)rom Cosepa Fiscal Industries Limited as a going concern.

1999Acquired 51% Shareholding in Caldyne Automatics Ltd

2000Acquisition of 100% stake in Chloride Batteries S E Asia Pte Ltd.,


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Singapore and 49% stake in Associated Battery Manufacturers

(Ceylon) Limited, Sri Lanka.

2003Commissioned plant at Bawal, Haryana

2003New joint venture in UK, ESPEX, with 51% holding.

2004Associated Battery Manufacturers (Ceylon) Limited, Sri Lankabecame a subsidiary consequent to acquiring further 12.50%

Equity holding.

2005Investment in 50% shareholding of ING Vysya Life Insurance

Company Limited

2007Caldyne Automatics Ltd becomes 100% subsidiary consequent to

acquiring the balance 49% shareholding.

2007Investment with 26% shareholding.in CEIL Motive Power Pty Ltd.

A Joint Venture in Australia.

2007Acquired 100% stake in Tandon Metals Ltd.

2008Acquired 51% stake in Lead Age Alloys India Ltd


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SUBSIDIARIES

1. Chloride International Limited (CIL)

CIL was incorporated on 31st January, 1947 under the name Exide

Batteries (Eastern) Limited which was subsequently changed to

Chloride & Exide Batteries (Eastern) Limited on 11th February,

1948. It was later changed to Exide Products Limited on 2nd April,

1981 and lastly changed to Chloride International Limited on 14th

November, 2003. The CIN of CIL is L31402WB1947PLC014918. The

Registered Office of CIL is situated at Exide House, 59E Chowringhee

Road, Kolkata 700 020. CIL is a 100 per cent subsidiary of Exide

Industries Limited. It is engaged in non conventional energy

business.

2. Caldyne Automatics Limited (Caldyne)

Caldyne was incorporated on 16th day of June, 1980 and it is

engaged in the business of high end chargers for industrial use. The

CIN of Caldyne is U29221WB1980PLC032796. Caldyne is a 100per cent subsidiary of Exide Industries Limited. The Registered Office

of Caldyne is situated at Plot No. Y-21, Block EP, Sector V, Salt Lake

Electronics Complex, Bidhannagar, Kolkata 700 091

3.Chloride Metals Ltd (CML)

(formerly Tandon Metals Ltd)

The Company acquired 100 % stake of CML making it a wholly

owned subsidiary w.e.f.1st November 2007. CML was incorporated

on 14th December, 1998 under the Indian Companies Act, 1956.

The Registered Office of CML is situated at Gat No.1241-1242


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Markal, Taluka Khed, Pune 412105. CML is engaged in the

manufacture and supply of recycled Lead.

4. Leadage Alloys India Limited (Leadage)

The Company acquired 51% stake of Leadage in June 2008.

Leadage was incorporated on 25th September, 2002 under the

Indian Companies Act, 1956. The Registered Office of Leadage is

situated at No.60 Seethanayakanahalli, Malur Taluk, Kolar District,

Karnataka 563 130. Leadage is engaged in manufacture and

supply of recycled lead.

5. Chloride Batteries S E Asia Pte Limited (CBSEA)

CBSEA was incorporated on 4th September, 1958 under the laws of

Singapore under the name The Chloride Electrical Storage Company

Far East Limited on 4th September, 1958 which was subsequently

changed to Chloride Batteries S E Asia Pte Limited on 4thDecember, 1969. CBSEA is a 100 per cent subsidiary of Exide

Industries Limited. The registered office of CBSEA is located at 106

Neythal Road, Jurong Town, Singapore 628 594. The principal

activities of CBSEA comprise production and distribution of industrial

battery chargers, rectifiers and parts thereof and the distribution of

industrial and automotive batteries.

6.Espex Batteries Limited (ESPEX)

ESPEX was incorporated on 8th January, 2003 under the Companies

Act, 1985 of UK. The Registered Office of ESPEX is situated at

Clipper


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SCOPE OF THE STUDY

Introduction The study was based on a small research regardingcustomer satisfaction of existing consumers of Exide products. Speaking

of a research, it always starts with a question or a problem. Its purpose

is to answer to questions through the application of the scientific

methods. It is systematic and intensive study directed towards a more

complete knowledge of the subject studies. Once the problem is defined

properly then one can easily chalk out the Objectives for the research.

Poorly defined problems create confusion and do not allow the

researcher to develop a good research design. The first step in research

is formulating research problem. It is the most important stage in

applied research as poorly defined problems will not yield useful results.

It may be mentioned that the problem formulation from the researchers

point of view represents translating the management problem into a

research problem. In order to formulate an appropriate research

problem on the basis of a management problem, it is necessary to have a

meaningful dialogue between the researcher and the manager. Withouta meaningful dialogue, the problem is likely to be defined poorly. The

research carried out on that basis will hardly have any value for the

management

A complete problem definition must specify each of the following,

Sample and sampling units, Time and space boundaries, Product

features, and consumer preferences, Specific environmental conditions


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OBJECTIVES OF STUDY

The subject matter for this research Project is to study

the satisfaction levels of existing customers of Exide Industries Ltd. Inand around Guwahati.

y To study the satisfaction levels in different criteria of consumers

regarding products of Exide.

y To understand the reaction of consumers by listening to the Brand.

y To know general perception about the brand in the minds of the

consumers in and around Gauhati.

y To study the consumers thought process regarding brand

perception.


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LIMITATIONS

One must be aware of these limitations in advance so that

one is clear about what Research can and cannot do

y First marketing research tends to be fragmentary in its approach

as a result of which it becomes difficult to have an overall

perspective in which a marketing problem is to be viewed and

studied.

y Then, marketing research is not an exact science. There are

several imponderables which come in the way of getting accurate

results.

y Also, the people to be interviewed does not participate with full

involvement and also sometimes it is seen that they feel some

insecurity to answer to the questions.

y Information disclosure by the respondents tend to be inadequate


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C H A P T E R 3

METHODOLOGY

Research design: -Research Design is the plan, structure and strategy

of investigation conceived so as to obtain answers to research questions

and to control variance.

Descriptive Research

The type of research Design for this Research Project is

DescriptiveResearch. Under the head of the Descriptive Research thisproject is based on thecross sectional studies.

The cross sectional studies are of two types:

1. Field studies

2. Survey

Communication

The communication method, in effect, is the method of designing

questionnaires with a view to collect the requisite information.


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y The method used in this project was communication method,

where questionnaire was prepared so as to get direct and

precise data from the consumers itself. Also such types of

questionnaire are helpful when direct interaction becomes

important with the people involved with the service and the

desired information is to be acquire. Therefore considering a

definite sample a survey was conducted


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SCALING TECHNIQUE

The use of sampling techniques in sample survey provides a way of

introducing a qualitative dimension.

The various and scaling technique are as

y Itemized scale With an itemized scale, respondents are provided

with a scale having numbers and/or brief descriptions associated

with each category and are asked to select one of the limited

number of categories, ordered in terms of scale position, that best

describes the product, brand, company or product attribute being

studied.eg very easy-very hard,easy-hard,etc. Whichever form ofitemized scale is applied, researchers usually treat the data as

interval level.

y Semantic scales: This type of scale makes extensive use of words

rather than numbers. Respondents describe their feelings about the

products or brands on scales with semantic labels. When bipolar

adjectives are used at the end points of the scales, these are termed

semantic differential scales.Eg strong-weak, useful-useless etc.

y Likert scales: A Likert scale is what is termed a summatedinstrument scale. This means that the items making up a Liken

scale are summed to produce a total score. In fact, a Likert scale is

a composite of itemised scales. Typically, each scale item will have

5 categories, with scale values ranging from -2 to +2 with 0 as

neutral response.Ex.good-somewhat good-likely good-somewhat

bad-bad.

The scaling technique in this research project been used is sematic differential scale as it was necessary to know the exact

behavior, preference and attitude towards the service and also it had to

kept in mind that it should avoid confusion like in case of other methods

and make it easy so make people to get more involved.


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RESEARCH INSTRUMENTS

From the above both data collection method, Questionnaire

(Communication method) is selected as the instrument for collecting the

data as the respondents are directly interviewed by the researcher. The

same questionnaire is attached as an annexure to this report. It is simply

a formalized schedule to obtain and record specified and relevant

information with tolerable accuracy and completeness. In other words, it

directs the questioning process and promotes clear and proper

recording.

For the research the questionnaire was prepared in view

to get the knowledge of the potential consumers regarding the products

of Exide Industries Ltd. It was so designed that direct information can be

evolved about general awareness of the potential consumers being

surveyed regarding the products of Exide, under what circumstances

and facility.


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ANALYSIS AND FINDINGS

This section contains the detailed analysis of the important findings and its

interpretation

Therefore as per the topic it becomes an important objective to find out the

satisfaction level of existing users of Exide battery Products. The question been

asked were as follows: -

How would you rate your level of overall satisfaction with Company Exide

Industries Ltd as a supplier of batteries?

Extremely Satisfied

Good Satisfaction

Average Satisfaction

Dissatisfied

Extremely dissatisfied

Dont Know/Not Applicable


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Sample size:100

Extremely Satisfied 15%

Good Satisfaction 45%Average Satisfaction 30%

Dissatisfied 3%

Extremely Dissatisfied 2%

Dont Know /Not Applicable 5%

Interpretation

The later graph indicates that maximum people are having good

satisfaction (45%) regarding usage of Exide battery products. Trailing its back is

the average satisfaction segment where the users are satisfied moderately at 30%

.The pie chart also indicates that the number of dissatisfied users of Exide battery

products which are at a minimum level which is a good indication regarding the

products of Exide .


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How likely are you to recommend Company Exide Industries Ltd to

a friend or relative? Would you say the chances are

Excellent

Very Good

Good

Fair

Poor

Don't Know/Not Applicable


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Sample size:100

Excellent 40%

Very Good 25%Good 22%

Fair 8%

Poor 4%

Dont Know/Not Applicable 1%

Interpretation

The later graph indicates that maximum people are having excellent

perception about recommending Exide battery products to a friend or relative.Examining the pie chart ,issues relating to decrease in goodwill of the company

will not take palace as long as the perception trend remains at the current position.

Therefore the quality standards are to be maintained at current level and gradual

increase in terms of quality may further intensify its sales growth and increase in

further goodwill.


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Sample size:100

Excellent 50%

Very Good 30%

Good 15%

Fair 3%

Poor 2%


Interpretation

The later graph indicates that maximum people are having excellent

perception about repurchasing Exide battery products. Examining the pie chart

,issues relating to brand-switching may not be considered as an immediate threat.

Brand Loyalty seems to be intact at 95%(50%,30%,15%).


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How would you rate the overall quality of your relationship with

company Exide Industries Ltd, considering all of your experiences

with them? Would you say it is

Excellent Very Good Good Fair Poor Dont

Know/NotApplicable

0

5

10

15

20

25

30

35

40


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Sample size:100

Excellent 12%

Very Good 16%Good 18%

Fair 35%

Poor 15%


Interpretation

The later graph indicates that maximum people are fairly satisfied with theoverall relationship with company Exide Industries Ltd, considering all of their

experiences with them. The segment referring 15% of the pie chart shows that out

of a sample of 100 ,15% of the interviewed candidates were poorly satisfied with

the overall relationship pertaining to reasons which may not relate to the products

of Exide but other areas relating to customer service, after sales service etc.


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How would you rate your level of satisfaction with Company Exide

Industries Ltd in regards to customer service ?

0

5

10

15

20

25

30

35

40

45

ExtremelySatisfied Good

Satisfaction AverageSatisfaction Dissatisfied Extremely

Dissatisfied Dont Know/Not

Applicable

levels of satisfaction


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Sample size:100



Dissatisfied 3%



Interpretation

The later graph indicates that maximum people are averagely satisfied with

Company Exide Industries Ltd in regards to customer service at 45%.Customer

service is found to be satisfactory. However dissatisfied candidates amount to

5%(3%,2%).The bar diagram is take on a scale of 50.The above table

accompanying the bar diagram shows the distribution of satisfaction levels in

regards to customer service.


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Industries Ltd in regards to value?

Levels of satisfaction

Extremely Satisfied

Good Satisfaction

Average Satisfaction

Dissatisfied

Extremely Dissatisfied

Dont Know /Not Applicable


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Sample size:100



Dissatisfied 10%



Interpretation

The later graph indicates that maximum people are extremely satisfied with

Company Exide Industries Ltd in regards to value at 32%.The bar diagram is take

on a scale of 35.The above table accompanying the bar diagram shows the

distribution of satisfaction levels in regards to value.


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how would you rate your level of satisfaction with Company Exide

Industries Ltd in regards to battery performance?

0

5

10

15

20

25

30

35

40

45

50

ExtremelySatisfied Good

Satisfaction AverageSatisfaction Dissatisfied Extremely

Dissatisfied Dont Know/Not

Applicable



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Sample size:100


Good Satisfaction 30%

Average Satisfaction 20%

Dissatisfied 5%



Interpretation


Company Exide Industries Ltd in regards to customer service at 40%.Battery

performance is found to be above satisfactory levels. However dissatisfied

candidates amount to 8%(5%,3%).The bar diagram is take on a scale of 60.The

above table accompanying the bar diagram shows the distribution of satisfaction

levels in regards to battery performance.


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Industries Ltd in regards to dependability


0

5

10

15

20

25

30

35

40



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Sample size:100


Good Satisfaction 20%

Average Satisfaction 15%

Dissatisfied 10%



Interpretation


Company Exide Industries Ltd in regards to dependability at 50%.Dependability

of Exide Batteries is found to be above satisfactory levels. However dissatisfied

candidates amount to 12%(10%,2%).The bar diagram is take on a scale of 45.The

above table accompanying the bar diagram shows the distribution of satisfaction

levels in regards dependability on usage of Exide Batteries.


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FINDINGS AND RECOMMENDATIONS

THE FINDINGS FROM THIS RESEARCH CAN BE I LLUSTRATED UNDER

THE FOLLOWING POINTS


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THEREFORE AS PER RECOMMENDATIONS AGAINST ALL FINDINGSCAN BE GIVEN AS


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CONCLUSION


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BIBLIOGRAPHY

Books Referred:

1. Principles of Managerial Finance by Lawrence J. Gitman, Eleventh Edition,

published in 2010.

2. Projects Planning Analysis Selection Implementation and Review by

Prasanna Chandra, Fourth Edition, published in 1997.

3. Text Book on Project Management by P Gopalakrishnan and V E RamaMoorty, published in 1996.

4. Marketing Research An Applied Orientation by Naresh K. Malhotra and

Satyabhusan Dash, Fifth Edition, published in 2010.

5.Research Methodology by C.R Kothari

Websites visited:

www.exideindustries.com

www.google.com

www.wikipedia.org


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ANNEXURE- 1

The following Questionnaire was used

Questionnaire

Response Code:

Dear Sir/Madam,

I am a student of MBA 3rd semester in Gauhati Commerec

CollegeCentre of Management Studies under Gauhati

University. As an integral part of our course curriculum, I amconducting a study on the topic Customer satisfaction

survey for Exide Batteries in Guwahati city. Therefore I

request you to spend a few minutes with me in providing

your valued responses to the following questions. I assure

you that these responses will be used for academic purposes

only and not for any other purpose.

Thanking you,


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Arihant Aski Goswami

Kindly put a tick () mark wherever applicable

[1].What are the chances of your recommendation for theproducts of Exide Industries Ltd to your friends or relatives?

Excellent

Very Good

Average

Below Average

Poor

[2].How likely are you to repurchase products and services

from Exide Industries Ltd?


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Excellent

Very

GoodAverage

Below

Average

Poor

[3].How would you rate the overall quality of your

relationship with company Exide Industries Ltd, considering

all of your experiences with them?

Excellent

Very

Good

Average

Below

Average

Poor


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[4].How would you rate your level of satisfaction with ExideIndustries Ltd in regards to customer service?

Highly satisfied Moderately satisfied Neither satisfied

nor dissatisfied

Moderately dissatisfied Highly dissatisfied

[5].How would you rate your level of satisfaction with

Company Exide Industries Ltd in regards to price?


nor dissatisfied


[6].How would you rate your level of satisfaction with

Company Exide Industries Ltd in regards to value?


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nor dissatisfied Moderately dissatisfied Highly dissatisfied

[7]. How would you rate your level of satisfaction with

Company Exide Industries Ltd in regards to battery

performance?


nor dissatisfied


[8]. How would you rate your level of satisfaction with

Company Exide Industries Ltd in regards to dependability?

Highly satisfied

Moderately satisfied

Neither satisfiednor dissatisfied



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[9]. How would you rate your level of overall satisfaction

with Company Exide Industries Ltd as a supplier of

batteries? Highly satisfied Moderately satisfied Neither satisfied

nor dissatisfied


analysis and findings

Documents