prathik ppt

8/7/2019 Prathik PPT

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SubmittedPratik Khichari


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INTRODUCTION

The importance of studying and understanding consumer satisfaction is principally based on the

impact of this variable on brand loyalty. In comparison to the innumerable efforts made to study

the satisfaction of end consumers, very little has been done with respect to the study of the

industrial buyers satisfaction. The business-to-business activity sector presents a series of

particular features; for instance, the purchase decision process is a much more complex and formal

than in the case of end consumer one. No further mention is made to a single person deciding, but

to a buying center including several persons who bear upon the buying decision process on the

other hand, industrial buyers are generally professional buyers who are technically competent.

Therefore, this project investigates the satisfaction of industrial buyers as well as the relationships

between their perceptions of the product/service quality and their satisfaction and aims to find out

the gaps existent in the current service provided by the plants.


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RESEARCH METHODOLOGYStep-1: Definethe Research Problem.

PRIMARY RESEARCH OBJECTIVE

1. Toanalyzetheconsumerbehaviorandcustomersatisfactionaboutproductsof

SAIL(BSP)

SECONDARY RESEARCH OBJECTIVE

1. TounderstandthebuyingpatternoflocalcustomersofSAIL (BSP) forsecondary

products.

2. Tounderstandthemajorfactorswhichinfluencethebuyingbehaviour.

3. TounderstandtheloopholesofthemarketingprocessofSAIL (BSP).4. TounderstandtheimpactofcompetitorsinthesalesofSAIL (BSP).


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Step- 2 Selectionofthe Data Collection Method

y DepthInterview

ySecondary Data

Step 3 Selectionofthe Measurementtechnique

y Questionnaire

Step 4 Selectionofthe Sample.

y Definingthe Population.

y Specifying Sampling Frame.

y Select Sampling Unit.

y Selectionofsamplingmethod.

y DeterminationofSample Size.

y Selectthe Sample.

Step- 5AnalysisofQuestionnaire

Step 6 PreparationofResearch Report


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FINDINGS

y Foranymanufacturingorganization,consumerbehaviormakeitscompanyaspecialimpact.Ihaveresearchedthisorganizationandafterobservation,Ihavegotfollowingfindings:-

y In Bhilai Steel Plantthemaincustomersofthescrapbelongtotradergroups,whichpurchasetheproductandsaleit. Andsecondmostcustomersareprocessorswhopurchasetheproductandsellittotheircustomers.

y Mostlycompanyisdealingwiththescrapproductthatisindustrialproductthatisre-

rollable scrapandothercustomersareofindustrialscrap.y Companyfindsthatthereislotofpotentialinruralareasandhencetheyhavedeveloped

almost2000dealersintheseareas.

y Thecustomerofthe Bhilai Steel Plantdealinginscrapfromfourways. Outofthat,maximumcustomerspreferdirectsaleandthenonlinesale. CustomerofBhilai SteelPlantisnothavingwiththetwofirmsforthesamepurpose.

y Whiledoingthe Project,Icometoknowthatthecompanies,atpresent,mostlycometoknowabouttheproductfromthenoticeboardand fromonlinethrough

metaljunction.comandverylessthroughpersonalcontact.y Maximumcustomersdealingwiththe Bhilai Steel Plantaremanufacturersofsome

product


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.

y Themajorfindingsabout BSP isthat 60%oftherespondentsdealnotonlywith BSP,but

alsowith maincompetitorslikeTISCO, JINDAL STEEL, BHUSAN STEEL

INDUSTRIES, ESSAR, DURGAPUR STEEL PLANT,etc.

y Ihavealsofoundthatthemajorportionoftherespondentsdealwith BSP i.e.51%dueto

itsqualityand39%ofrespondentsdealduetoitsnearness.

y Only43%oftherespondentsaregettingaregettingacommitteddeliveryfrom BSP.

y ThemostimportantthreefactorsrespondentslookforwhiledealingwiththeIron & steel

productsofBSP arequality,price,availability.

y As 70%oftherespondentshadcomplainedregardingtheirproblemwhiledealingwithBSP,only48%ofrespondentsproblemshadgotunexecutedby CRM (Customer

Relation Management).

y Therespondentsaregettingthebenefitsofqualityproductsandloadingfrom BSP.


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CONCLUSION

y The major factors for the purchase decision of the customers are Quality, Delivery & Price.

y Customers are satisfied with Quality, Availability, Service, but not satisfied with the delivery

process ofSAIL (BSP).y Communication process of SAIL (BSP) is good as most of the customers are satisfied with the

timely information about e-auction process.

y Customers are happy & satisfied with the e-auction process for purchasing of secondary

products.

y Most of the customers are not satisfied with the EMD money process.

y Customers are satisfied with the knowledge and behavior of SAIL (BSP) executives.y Most of the customers did not require the transport facilities provided by SAIL (BSP).

prathik ppt

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