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INSTITUTE INFORMATION TECHNOLOGY&MANAGEMENT OF ITM UNIVERSE,

GWALIOR (M.P.)

IMPACT OF SANCHI PRODUCTS ON

CUSTOMER SATISFACTION

IN GWALIOR REGION

FOR PARTIAL FULFILLMENT OF THE REQUERMENT

FOR

THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED TO

IITM, ITM UNIVERSE, GWALIOR

Submitted By

……………………………………

M.B.A. IIl Sem. (IITM)

ACKNOWLEDGEMENT

A successful research could not be done without any inspiration,

guidance and help from different persons in the society of modern

corporate world.

I am extremely thanks to Mr.Kailash Vijayvargeeya (ASSISTANT

MARKETING MANAGER) for giving us an opportunity to do summer

training in their esteemed organization.

I am extremely thanks to professor Dr. Yogesh Upadhyay director of

management studies for given us an opportunity to do us summer training

in their esteemed organization.

I am extremely thanks Dr. Vandana Bharti (Faculty Mentor) whose

corporation even encouraging support, informal behavior, friendly;

guidance has helped me at every instance.

Last but not least, I am extremely thanks to those people who give me

direct and indirect cooperation during my summer training.

Date: / / ……………………………..

Place: Gwalior M.B.A.III SEM

DECLARATION

I ………………………… student of M.B.A. IIl sem. from INSTITUTE of INFORMATION TECHNOLOGY & MANAGEMENT College, Gwalior (M.P.) declare that all the information, facts and figures represented in this report are actually inside on my opinion and in the market research in analyzing the “IMPACT OF CUSTOMER SATISFACTION (ANALYSIS OF SANCHI PRODUCTS)” with special reference to GWALIOR SAHAKARI DUGDH SANGH MARYADIT, GWALIOR.

Date: / / ………………………..

M.B.A. (IIIsem)

Place: Gwalior

INDEXChapter 1 -Introduction of Industry and OrganizationHistory Development Current Trends Manufacturing Industry in Gwalior

Chapter 2 –Topic Introduction Chapter 3 -Research Methodology

Objective of StudyResearch DesignScope of StudyHypothesisData CollectionReview of LiteratureLimitations of StudySignificance of Study

Chapter 4 -Data Interpretation and AnalysisData analysisData Interpretation

Chapter 5-Findings, Suggestion and Conclusion

Bibliography Annexure

PREFACE

It is said that without theory, practice is blind and without practice theory

is meaningless. Hence practical training has been made integral part of

the management education in India.

It exposes the potential of manager of the future to the actual tune of

working environment present is dynamic organization.

The marketing concept is built in premise that marketers just identify

consumer needs and then develop product and services satisfy those

needs.

Consumer research is very important term by this we can identify the brand awareness of the product of the company and if helps in development and innovation of product and in development marketing strategies.

I Completed summer training in the guidance of my mentor .it was really good for me .I completed this project with the help of friends, teachers, customers.

Thanks to all those who help me directly and indirectly in this project.

CHAPTER -1

INTRODUCTION OF

INDUSTRY

&

ORGANIZATION

INDUSTRY PROFILE

Introduction

The dairy sector in the India has shown remarkable development in the

past decade and India has now become one of the largest producers of

milk and value-added milk products in the world. The dairy sector has

developed through co-operatives in many parts of the State. During 1997-

98, the State had 60 milk processing plants with an aggregate processing

capacity of 5.8 million liters per day. In addition to these processing

plants, 123 Government and 33 co-operatives milk chilling centers

operate in the State. With the increase in milk production. Maharashtra

now regularly exports milk to neighboring states. It has also initiated a

free school feeding scheme, benefiting more than three million school

children from over 19,000 schools all over the State

Indian dairy industry

Dairy is a place where handling of milk and milk products is done and

technology refers to the application of scientific knowledge for practical

purposes

Dairy Industry in India

More than 2,445 million people economically active in agriculture in the

world, probably 2/3 or even more ¾ of them are wholly or partly

dependent on livestock farming. India is endowed with rich flora & Fauna

& continues to be vital avenue for employment and income generation,

especially in rural areas. India, which has 66% of economically active

population, engaged in agriculture, derives 31% of Gross Domestic

Product GDP from agriculture. The share of livestock product is

estimated at 21% of total agricultural sector.

Contribution of live stock sector to gross domestic product

(Percentage contribution)

1950-51 1990-91

63.5 67.0

12.0 16.0

4.1 3.1

1.3 0.3

16.5 10.0

Live stock populations:

Number of animals (in thousand)

(Source: production yearbook 1995 /FAO statistics division)

Sheep’s Goats Pigs Chickens Cattle

45000 119242 11780 435 194655

Buffaloes Horses Mules Camels

79500 990 1742 1520

(Source Indian Dairy man, 50:1998)

Cattle

(millions)

Buffalo Total (1996)

DEVELOPMENT

Milk Production

1950 – 17 million tones

1996 – 70.8 million tonnes

1997 – 74.3 mT

(Projected) 2020 – 240 mT

Expected to reach- 220 to 250 mT – 2020

India contributes to world milk production rise from 12-15 % & it will

increase unto 30-35% (year 2020)

Average milk production / year

America 6874 Kg/ year

Denmark 6223 Kg/year

Holland 5751 Kg/year

India 552 Kg/year

Average Productivity

2.4 kg/day or 732 kg/lactation/cow

China: 1600 kg/lactation

America 7200 kg/lactation

Percapita availability:

Recommended – 210 gm

India

1950 132 gm

1997 214 gm

2020 290 gm

India contributes 35% of total Asian milk

Dairy Industry profile 1997

Human Population 953 million (70 million dairy

farmers)

Milk production 74.3 million tonnes (203.5 million 1

pd)

Average annual growth rate (1996-

2000)

5.6%

Per capita milk availability 214 gm/day or 78 kg/year

Milch animals 57 million cows;

39 million buffaloes

Milk yield per breedable bovine in milk 1,250kg

Cattle feed production (organized sector) 1.5 million

tonnes

Turnover of veterinary pharmaceuticals Rs 550 crores

Dairy plants throughout 20 mlpd

Throughout as percentage of total milk output 10

Value of output of milk group (1994-95) (Based on

producers price)

Rs 50,051

crores

Value of output of dairy industry (Based on retail price) Rs 105,000

crores

Projected milk production at different rates of annual growth 1995 to

2000

year @5% @5.5% @6%

1995 66.3 66.3 66.3

1996 69.3 70.0 70.2

1997 73.1 74.0 74.4

1998 76.7 78.0 78.8

1999 80.6 82.3 83.5

2000 84.6 86.8 88.5

Milk Composition

Sr.

no

Constituents Buffalo Cow Goat Liquid skimmed milk

1 Moisture (gm) 81.00 87.50 86.80 92.10

2 Protein (gm) 4.30 3.20 3.30 2.50

3 Fat (gm) 6.50 4.10 4.50 0.10

4 Minerals (gm) 0.80 0.80 0.80 0.70

5 Carbohydrates (gm) 5.00 4.40 4.60 4.60

6 Energy calories (kcal) 117.00 67.00 72.00 29.00

7 Calcium (mg) 210.00 120.00 170.00 120.00

8 Phosphorus (mg) 130.00 90.00 120.00 90.00

9 Iron (mg) 0.20 0.20 0.30 0.20

Indian Buffaloes: (Dairy business Directory 1996)

Buffaloes are classified into two categories;

1) Reverie (depending upon variation in their habitat & genome)

2) Swamp

Swamp buffaloes: - 48 chromosomes

South East Asian countries

Stocky animals, marshy land habitat

CURRENT TRENDS

FIELD OPERATION

The Field Operation activities begin with organization of Dairy Co-

operative Societies in the rural areas and end with milk transportation to

the dairy dock. The basic Field Operations include:-

Organization of Dairy Co-operative Societies on 'Anand' pattern.

Organizing milk producer’s farmers' training programs for formation of

co-operatives, awareness to co-operative principles & milk production

enhancement techniques etc.

Procurement and transportation arrangement of milk.

Providing Technical Input services to the milk producer farmers for

milk production enhancement such as Animal Health Care

(First Aid & Emergency), Artificial Insemination, Balanced Cattle feed

and improved fodder seed etc.

Preference to economically weaker sections, small & marginal farmers,

scheduled caste / tribe categories in various activities.

PLANT OPERATION

The plant operation activities begin with receipt of

milk at the Chilling Centre / Dairy Dock and end

with dispatch of milk & milk products for

distribution. The basic activities of Plant

Operations include:-

1. Reception of milk at Chilling Centre / Dairy Dock.

2. Testing of milk.

3. Milk Pasteurization

4. Milk Chilling

5. Milk Packing

6. Manufacturing & packing of Main products like Ghee, SMP, and

White Butter & Table Butter.

7. Manufacturing & packing of indigenous products like Shrikhand,

Lassi, Peda, Salted & Plain Butter Milk, and Flavored Milk etc.

8. Storage of products

MARKETING DEPARTMENT

The Marketing Activities at the Milk

Unions/MPCDF can be summarized here under:-

1. Marketing of different types of milk in different

pack sizes (Full Cream Milk, Standard Milk,

Toned Milk, Double Toned Milk, Skimmed Milk etc.) under the brand

name "Sanchi".

2. Marketing of Indigenous fresh milk products (Ghee, Flavored Milk,

Butter Milk, Shreekhand, Sweet Curd, Mattha, Dahi, Lassi, Peda,

Chakka, Mawa, Paneer etc.) under the brand name "Sanchi" within the

state.

3. Sales Promotion and advertising

4. Sale of surplus milk to the other cooperative Milk Unions under the

State Milk Grid (SMG) and to other Cooperative Organizations / Milk

Unions outside the state under the National Milk Grid (NMG).

5. Marketing of Ghee, Skimmed Milk Powder (SMP) and Table Butter

under the brand name "Sneha" by MPCDF (products manufactured by the

Milk Unions) outside the state.

6. Consumer Awareness about Pasteurization of milk, "Quality" and

"Hygiene" aspects of "Sanchi" milk and milk products.

7. Distribution System for liquid milk and milk products in the towns.

8. Tapping new areas and townships for sales coverage.

9. Organizing campaigns against adulterated milk.

The marketing department at the sangh is headed by

superintendent. There are two superintendents (city supply) and other is

marketing superintendent (out of city supply).

MARKETING EXECUTIVE

Marketing superintendent Marketing superintendent

(City supply) (Out of city supply)

(Five route supervision) (Tow route supervision)

DISTRIBUTION CHANNEL

The Gwalior dairy is primarily a liquid milk unit. Surplus fat and SNF,

when available are converted into Ghee, White Butter and SMP. The

SMP milk manufacture is mainly used internally for recognition. The

dairy has also produced small quantities of Shree Khand flavored milk

and butter which are sold through dairy booth and parlors.

By the end of 31st March 2003 there were 532 retail outlets for marketing

liquids milk and two agencies which are responsible for the delivery of

Ghee and SMP to retailed dugdh sangh has one level distribution

channels are the liquid milk and product which appropriate because liquid

milk is perishable goods its duration life is very shorts and GDS apply

two – level distribution channel for the Ghee and SMP that, duration life

is long comparatively.

MARKETING CHANNEL

One level (for liquid milk) two level (for other products)

GDS (Producer)GDS (Producer)

RetailerRetailer

ConsumersConsumers

GDS (Producer)GDS (Producer)

Whole Seller or AgencyWhole Seller or Agency

RetailersRetailers

ConsumersConsumers

SANCHI’S MILK PRODUCTS

Sanchi – Smart

Double Tonned Milk

Sanchi health is pasteurized double toned milk.

Contains 1.5% fat and 9% solid not fat (SNF).

It is homogenized milk which contains proteins,

minerals and vitamins.

Ideal milk (with less fat) for health conscious persons.

Available in 500 ml and 200 ml pouches in Ujjain, Bhopal, Gwalior,

Indore and Jabalpur milk shed area.

Sanchi – Taza

Tonned Milk

Pasteurized and homogenized toned milk.

Contains 3% and 8.5% solid not fat (SNF).

It is balanced milk suitable for every age group.

Available in 200 ml, 500 ml and 1000 ml pouches in Ujjain, Bhopal,

Indore, Gwalior & Jabalpur milk shed area

Sanchi – Shakti

Standardized Milk

Sanchi Shakti is pasteurized Standard Milk.

Contains 4.5% fat and 8.5% solid not fat (SNF).

It contains proteins, minerals and vitamins.

Ideal milk tea, curd and other homemade sweets.

Available in 500 ml pouches in Ujjain, Bhopal, Gwalior Jabalpur and

Indore milk shed area.

Sanchi – Gold

High Fat Milk

Sanchi health is pasteurized full cream milk

Contains 6% and 9% solid not fat (SNF).

It has high nutritive value with body building proteins,

bone forming minerals and vitamins.

Available in 500 ml and 1000 ml pouches in Ujjain, Bhopal, Indore,

Gwalior & Jabalpur milk shed area.

Sanchi – Urja

Double Tonned Flavored Milk

Double toned sterilized flavored milk

Free from micro organism harmful to consumer health. Under

packed conditions, does not need refrigerated storage.

No formation of cream layer due to homogenization.

Permitted fruit flavors / essences together with permitted

(matching) colors and sugar are used

Available in 200 ml glass bottles and poly packs.

Manufactured and sold by Bhopal, Indore, Ujjain, Gwalior & Jabalpur

Sahakari Dugdha Sangh from their exclusive milk parlors in towns and

other agencies

Sanchi – Shrikhand

Semi-soft, sweetish-sour, whole milk product prepared by traditional

method from lactic fermented curd

The chakka is mixed with required amount of sugar and

natural cardamom

It is available in 100gm and 500 gm plastic cups.

Manufactured and sold by Bhopal, Indore, Jabalpur, Ujjain and Gwalior

Sahakari Dugdha Sanghs from their exclusive milk parlors in

towns/railway station and other agencies

Shelf life is 3 days when stored under refrigeration

A delicious substitute for food when away from home and during

fasting

Sanchi – Lassi

A delicious dairy product made from fresh milk and prepared from

whole milk contains sugar and permitted flavor.

Sanchi lassi contains appreciable amount of milk protein and

phospholipids and an excellent beverage for quenching thirst.

It is available in 200 ml plastic glasses.





Drink to get sweetish sour mouth licking taste

Sanchi – Butter Milk (Mattha)

Good beverage for quenching thirst by reason of its lactic acidity.

Contains zeera, black pepper, salt to give it a nutritious value.

It has nutritious values and therapeutic properties

It is available in 200 ml poly pack.





Quench your thirst with salt and spice

Sanchi/Sneha – Ghee

Richest source of milk fat, prepared from

direct heating of milk cream usually obtained

by normal separation of milk.

It has fine Grains, and good keeping

qualities.

Good source of Vitamin A,D,E & K

Available in duplex refill packs of 200 ml, 500 ml, 1liter, 5 liter tin / jar,

15 liter tin / jar .




Best before 180 days.

Sanchi sneha – Skimmed Milk Powder

Spray dried, instantly soluble milk powder obtained from the skim milk

of cow or buffalo milk by removal of water.

An ideal dietary supplement for low calories and high protein diet. Can

be conveniently used for making tea, coffee, curd (dahi), chenna, lassi,

pudding and other milk based sweets

Available in 200 gm, 500 gm, duplex refill packs and 25 Kg bags.

Manufactured and sold by Indore and Gwalior Sahakari Dugdha Sanghs

from their exclusive milk parlors in towns and other agencies


Most ideal instant soluble dry milk to be at your home. Bake or make

ice-cream, tea or sweet meat

Sneha – Table butter

A fat concentrate, obtained by churning of cream gathered from fresh

milk of cow & buffalo

Has a creamy pleasant delicate aroma. salt and

permitted butter colors are also added to give rich

especially tailored to Indian taste

Can be used as spreading on bread , toppings on parathas , rotis , puris ,

and other foods

It is ideal in backing and cooking and to spread on bread

Available in 200 gm & 500 gm duplex refill packs.


Matches the brand leader in quality and taste

Shelf life 12 months when stored under refrigeration at minus 24oC

temperature.

MANUFACTURERING INDUSTRY IN GWALIOR

ORGANISATIONAL PROFILE

GWALIOR SAHAKARI DUGDH SANGH MARYADIT

Add: - Gola Ka Mandir, Residency Road, Gwalior (M.P.)

Ph. No. 0751-2365523 (G.M.), 0751-2368107 (Mrtg.)

Fax No. 0751-2366981

E-mail: [email protected]

Website: www.mpcdf.nic.in

Gwalior Sahakari Dugdh is registered on 4th July 1983 under M.P. Co-

operative Society Act 1960.IT Is ISO certified company

The Government milk supply scheme was a department of the

government of Madhya Pradesh Catering to the requirement of milk

product of the city of Gwalior.

In yearly 1970 the Government of Madhya Pradesh had initiated co-

operative dairying as the model of Dairy development in the state and

financial assistance from the World Bank (IDA) was obtained in 1975.

The Madhya Pradesh state Dairy development corporation was set-up as

the implementing agency for this programs in 1983 this function was

handling over to the Madhya Pradesh State Co-operation Dairy Filtration

when the state was covered under the operation food program. District

level established the dairy plant namely Indore, Bhopal, Ujjain, Sagar,

Jabalpur, Raipur and Gwalior.

http://www.mpcdf.nic.in/

mailto:[email protected]

Gwalior Sahakari Dugdh Sangh is having sophisticated milk plant with

new technology at Banmor Industrial Area, District Morena New Dairy

Plant was established in the year 1987 and collecting milk from farmers

of registered 450 primary milk cooperative society situated in the milk

shed area of Gwalior Dugdh Sangh include Gwalior, Datia, Shivpuri,

Bhind, Morena and Sheopurkalan etc.

The union has location advantage as the dairy plant is situated in midest

of Bhind, Morena district. The estimated agglomerated. Population in the

urban area of the milk shed is around 11 lacks. The strategy advantage of

the main dairy plant lays its proximity and accessibility through the

national highway to the large market of the metropolis of Agra, Delhi and

the surrounding area.

GWALIOR SAHAKARI DUGDH SANGH (GDS)

Address Gola Ka Mandir, Gwalior

Districts CoveredGwalior, Bhind, Morena, Shivpuri, Datia,

Sheopur

Processing Capacity 2.00 Lac Liter/Day

Drying Capacity 10 MT/Day

Dairy Plant / Chilling

Centers / IMC Units

Banmore (Morena), Mehgaon, Daboh,

Sheopur, Shivpuri, Datia, Dabra

Cattle feed Factory -

Integrated Dairy

Development ProjectSheopur

Women Dairy

Development ProjectMorena

Clean Milk Production

ProjectGwalior, Bhind, Morena, Datia

Products

Various type of liquid milk, Ghee, Skimmed

Milk Powder, White Butter, Shrikhand, Lassi,

Peda, Flavored Milk, Butter Milk, Paneer,

Curd, Ice-cream

1.

COOPERATIVE CHIEF EXECUTIVE OFFICER

GWALIOR SAHAKARI DUGDH SANGH MARYADIT, GWALIOR

(M.P.)

Chief Executive Officer : Mr. S.K. Singh Gaur

Field operation (A.G.M.) : Mr.Dr.N.L.Tyagi

Marketing (A.G.M.) : Mr. D.P. SINGH

Manager Plant & Operation : Mr. D.D. BATNAGAR

Head MIS : Mr. S. S. Ali

Finance (A.G.M.) : Mr. K.S. SHARAMA

ADMINISTRATIVE (MANAGER) : Mr. MAHESHWARI

PRODUCTION OFFICER : MIS. SHIKA DUBE

PURCHASE DEPARTMENT : Mr. RAJIV TOMAR

QUALITY CONTROL : Mr. C.P. SINGH

CHAPTER-2

TOPIC INTRODUCTION


“A customer satisfaction is the most important visitor on our premises.

He is now dependent in us. We are dependent on him. He is not an

interruption in our work. He is the purpose of it. He is not an outsider to

our business. He is part of it. We are not doing him a favor by serving

him. He is doing us a favor by giving an opportunity to do so.”

In market economy, the cliché – “the customer” is well known and never

failing in its veracity. Tam’ purpose is customer satisfaction to a degree

threats his/her expectations are to be not only met but also exceeded. “So

delight customer”. Edwards’s deming said so that he/she continues to do

repeat business with the organization. Customer satisfaction should be the

primary driving force of most of the TQM initiatives.

The business, in is said by sir Richard Green bury, chairman, Marks &

Spencer: “we do not need financial pundits to tell us how to run our

business, we have customers who tell us. “yoshiro Olishima, General

manager, Minolta said: “ the customer prizes are the ones that count.”

By the above discussion it is clear that business cannot survive without

satisfied customer. Yet in many companies, only a small proportion of

management effort is spent on customers. World over those companies

who have prospered by aligning the business around customer needs.

Plan to spend more time this way, attracting customers today is very

tough. Losing them is disastrous. Just satisfying the customers may not be

enough. The competitive edge would only come from customer delight.

So we can say that satisfaction as an overall evolution based on total

consumption & experience or it is “an aggregate level of measurement

capturing a consumer’s overall or global satisfaction with a product &

services.”

IMPACT OF DEMOGRAPHY (SANCHI PRODUCTS) ON


SANCHI PRODUCTS

A name, term, sign, symbol or design or a combination of them, intended

to identify the goods or services of one seller or group of sellers and to

differentiate them from

Those of competitors. We can say sanchi products is fantastic brand in

market mostly household use in daily life because it is cheaf & tasty and

100% pure

COMPETITORS

There are so many competitors of sanchi

AMUL

NOVA

PARAS

MOHANBHOG

DWARICA

Mother dairy

Consumers tend to make purchasing decisions based on peer

recommendations and direct experience, as well as traditional advertising

method. This is why it is necessary to build brand awareness strategies

out by instilling trust among consumers. We know sanchi is a brand

according to customer other ghee are not 100% pure and more tasty and

cheaper then Sanchi

One more feature of sanchi products that it is made by pure milk & by

scientific method so it is more preferable by customer I did survey in the

market and find in GWALIOR MOSTLY people is consume sanchi

products.

Competitors use different strategies for attracting the customers like

discount, packaging, lower price etc. SANCHI also providing many

facilities to customers.

CHAPTER -3

RESEARCH

METHODOLOGY

OBJECTIVES OF STUDY

1. To study customer satisfaction of sanchi product

2. Analysis the responsiveness &organization towards customers

3. Analysis the quality and performance of sanchi products

4. You evaluate the competitiveness of sanchi products

5. You analyze the overall performance of sanchi

RESEARCH DESIGN

The Problem discovery is an incomplete process, if it is done without

looking of marketing Research design.

Here for research purpose descriptive study is done as we have relevant

information but the problem is to describe the relationships between

marketing problem and the available information.

SCOPE OF THE STUDY

A strong focus on customer satisfaction will help companies to

unshackle of in grained customer expectation themselves from the

constraints

Customer satisfaction research helps companies to develop the products

quality

It helps in promotion decisions and other marketing mix decisions

It is necessary for market targeting

It is help full tool in analysis customer feed back that’s useful in product

modification

HYPOTHESIS

1. There is significant impact of age on customer satisfaction

2. There is significant impact of gender on customer satisfaction

3. there is significant impact of responsiveness on customer satisfaction

4. There is significant impact of professionalism technical support on

customer satisfaction

5. There is significant impact of quality on customer satisfaction

6. There is significant impact of overall performance of sanchi products

on customer satisfaction

DATA COLLECTION

The task of data collections begins after a research problem has been

defined and research design is chalked out. First of all we should analyses

two types of data.

Primary data- this is the data collocated a fresh and for the first time.

And thus happen to be original in character for the purpose of

research.

investigation at hand there are various methods of collecting

primary data such as –

Observation methods

Interview method

Method of questionnaire

Through schedules etc.

I have selected questionnaire method collection the primary data.

2- Secondary data—

This is the data collected usually start their investigation by examining

secondary data to see whether their problems could problems could partly

or wholly is solved without collecting costly primary data

Secondary data provide starting points for research and offers by

advantage of low and ready availability. Secondary data can be collected

from various sourced like.

Internal sources

Govt. publications

Periodical and journals

Commercial data

Books, magazine and newspapers

Telephones & internet

SAMPLE SIZE

30Respondents.

RESEARCH APPROACH

Survey

DATA

Primary& secondary both data are use

TYPES OF RESEARCH

Sample was taken randomly

RESEARCH INSTRUMENT

The instrument used was customer satisfaction questionnaire

ANALYSIS TOOLS USED

T-TEST&ANNOVA

Review of Literature

Customer Satisfaction: a comparative analysis of Public and

Private Sector Banks

Sangeeta Aurora & Minakshi Malhotra

The volatility and competition in the financial markets have shaken the

Indian banking Industry from its very roots. In order to survive in the

present day world of intense competition, the banking sector has

transcended the normal banking activities and has diversified into

insurance, merchant banking, factoring, and advisory services, to name a

few. Added to this, is the idea of customer satisfaction which is gaining

momentum by leaps and bounds. Keeping these factors in mind, a

comparative analysis of satisfaction level of public and private sector

banks customers is carried out with a purpose of helping the bank

management to formulate marketing strategies to lure customers towards

them and hence increase customer base.

Protection of Consumers’ Rights in Bangladesh: Issues and

Challenges

Mohammed Suleiman & A.R. Belal

This paper examines the process of consumers’ protection in Bangladesh.

The measure/mechanism used for the protection of consumers’ rights,

such as, legal measures, role of voluntary

Organizations and press media have been discussed in great detail. A

questionnaire survey as carried out to assess the effectiveness of the

measures/mechanisms. The results indicates that ‘legal protection’ and

‘role of consumers’ groups’ play a satisfactory role (to some extent) to

protect consumers’ rights in Bangladesh while other measures seem to be

ineffective. The study makes a number of recommendations for the

development of healthy consumer culture in Bangladesh.

The paper concludes by emphasizing that a coordinated approach is

required to solve the problem of consumer exploitation in Bangladesh. In

this regard, all the concerned parties, such as consumers, marketers,

manufacturers, policy makers, government, voluntary organizations and

press media, should take a pro-active role to help development of

consumerism in Bangladesh.

Attributes Influencing Entrepreneurial Behavior of Milk

Producers in Women Dairy Cooperatives

Deepti Saxena & Hema Tripathi

The study was conducted in 10 women dairy cooperative (WDCS) of

Faridpur block of Bareilly District, U.P. which were covered under

Bareilly Dugdh Utpadak Sahkari Sangh Ltd. (BDUSSL). The data were

collected on 11 independent variables and one dependent variable i.e.

entrepreneurial behavioral through personal interview schedule

administered on randomly selected 150 women members. The findings

revealed that family education status, attitude towards self employment,

attitude towards income generation, herd size, milk production, milk

marketing, income from dairy enterprise and extent of facilities available

were found positively and significantly correlated with entrepreneurial

behavior (EB) of rural women. Negative but highly significant

relationship was found between entrepreneurial behavior and milk

consumed at home. Age, credit availability had non-significant

relationship with entrepreneurial behavior of rural women. The regression

analysis explained 63.59 percent variability in entrepreneurial behavior

due to milk marketing followed by extent of facilities available.

LIMITATIONS OF STUDY

Limitation of the present study can be summarized below

The respondents were limited and cannot be treated as the whole

population.

The respondents may be biased.

Time was the major constraint.

The accuracy of indications given by the respondents may not be

considered adequate.

Due to language problem it is possible that the respondents are not able

to understand the questionnaire and can cause misleading results.

SIGNIFICANCE OF THE STUDY

The organization should emphasize on effective advertisement.

The organization should start its automatic milk parlor like “Mother

Dairy” in Delhi.

The sangh should give more stress to product and advertisement

through local cable T.V., News Papers, FM Radio, Hoardings, Pamphlets,

Personnel Selling and Small Samples given by company to their

customers.

The Dugdh Sangh should provide the complaint box at the parlor, if the

customers have any problem about the products quality, services, price

and satisfaction than written complaint drop in to the complaint box at the

parlor.

The Dugdh Sangh provides the proper delivery of the products in

parlor at time to time.

The Dugdh Sangh should be kept in mind the main motive is customer

satisfaction

The Dugdh Sangh should get the feedback of the products and their

services to the customer time to time.

The Marketing strategy is more effective and flexible.

The Dugdh Sangh should invite consumer’s opinion, their suggestion,

complaints to make possible positive changes in brand or product.

SANCHI should decrease Ghee price

There should be more sanchi outlets in market

Delivery process should be in proper manner

Advertisement should be increase in different areas.

CHAPTER-4

DATA INTERPRETATION

AND ANALYSIS

1. Satisfaction of customers towards the price of SANCHI Products?

Very satisfy 65%

Satisfy 20%

Dissatisfy 10%

Very dissatisfy 5%

Interpretation – it is clear that by above graph a big part of consumer

is satisfied by SANCHI price. Some people also dissatisfied by its price,

but it are negligible.

2. Satisfaction of customers about the Performance of SANCHI

Services?

Interpretation - By above graph it is clear that the Performance of

SANCHI Products is also good.

Very satisfy 44%

Satisfy 40%

Dissatisfy 13%

Very dissatisfy 3%

3. Service satisfaction of SANCHI Products?

Very satisfy 63%

Satisfy 17%

Dissatisfy 14%

Very dissatisfy 6%

Interpretation – By above graph it is also clear that there are very

good level of service satisfaction of customer towards the SANCHI

Products we get.

4. Customer satisfaction about the Brand Image of SANCHI Products?

Very satisfy 70%

Satisfy 20%

Dissatisfy 9%

Very dissatisfy 1%

Interpretation – Here we also find a good level of Brand image

satisfaction of SANCHI Products.

0%5%

10%15%20%

25%30%35%40%45%50%

very satisfy satisfy dis satisfy very dissatisfy

Series1

5. Customer satisfaction from Promotion scheme of SANCHI Products?

Very satisfy 19%

Satisfy 38%

Dissatisfy 23%

Very Dissatisfy 20%

Interpretation – Here we also get a good response of customers

towards the Promotion scheme of SANCHI Products, but in comparison

of other here we get few less response of customers.

6. Satisfaction about the maintenance of SANCHI Products?

Very satisfy 48%

Satisfy 27%

Dissatisfy 12%

Very dissatisfy 13%

Interpretation – As per the above description at this topic we also get

a good response of customer towards the maintenance of SANCHI

Products. There are many customers we are talking and get a very good

response about the SANCHI Products Maintenance.

7. Customer satisfaction about the Benefits of SANCHI Products?

aVery satisfy 44%

Satisfy 31%

Dissatisfy 13%

Very dissatisfy 12%

Interpretation – it is also clear that by above chart the level of

customer among the Benefits of buying SANCHI Products is also very

good.

0%

10%

20%

30%

40%

50%

very satisfy satisfy dis satisfy very dissatisfy

Series1

CHAPTER – 5

FINDING SUGGESTION

AND ANALYSIS

FINDING

During the Summer project different views of consumers are found, today

consumers are very aware about the purchasing phenomenon, they not

only look quality, price, service, total satisfaction and promotional

scheme but also brand name because these factors are impact on the

customer’s mind. Especially the quality and price are very much impact

on the consumer’s mind.

On the basis of data analysis it is clear that local vendor dominate others.

1. After survey we find that the private vender has captured much area

the market.

2. Some people are not aware of Sanchi’s Brands.

3. Those people who like a quality they are purchase only branded

products just like Sanchi’s products.

4. Price of Sanchi’s products is higher than the local vendors and local

dairy etc.

5. Sometimes they think that it is poly packed, so whether it is pure or

not.

6. Some people don’t believe on Sanchi. They believe only on local

brand or local venders.

7. some times sanchi products also not delivered properly lack of

availability.

SUGGESTIONS

Company should continue with different schemes, which would

Be customers as well as dealer friendly.

The company should have a provision for better service after sale.

Company should introduce new features in any product which make it

different from others.

Company should establish more focus on rural area.

Company should give focus on free home delivery.

Company should update there product quality according to customer

need and feedback.

Company should introduce new and attractive offers to there customers.

BIBLIOGRAPHY

Text Book

Marketing Management : Philip Kotler

Research Methodology : C. R. Kothari

Brand Management : Y. L. R. Murthi

Marketing Management : Dr. RAJAN SAXENA

News Papers & Catalogue

Dainik Bhaskar

Nai Duniya

Product Catalogue

Business & economics.

Web Site

www.mpcdf.nic.in

WWW.google.com

www.wikipedia.com

www.yahoo.com

http://www.yahoo.com/

http://www.wikipedia.com/

http://WWW.google.com/

http://www.mpcdf.nic.in/

QUESTIONNAIRE

I am ……………………………….. I am doing MBA from G.I.T.M., GWALIOR I am making a Project report on the “CUSTOMER SATISFACTION” OF SANCHI PRODUCTS. So for this purpose, I want following information. So kindly provide me following information.

Personal information-

NAME- ____________________________

SEX- M F

AGE- 0-20YEARS

20-30 YEARS 30-40 YEARS ABOVE 40 YEARS Occupation- Professional Businessman Employee Other

Monthly Income- Below 5,000 5,000 to 10,000 Above 10,000

1- Do you have any VODAFONE products? Yes No If yes please mention the name of service______________2- Do you have any other product of different company?

Yes No

If yes, please mention the name of product ___________

4- Please indicate your level of satisfaction while using the SANCHI product on the basis of following factor-:

A- PRICE

B- PERFORMANCE C- SERVICE D- BRAND IMAGE E- PROMOTION SCHEME F- MAINTENANCE G- BENEFITS

5-Do you want purchases any other product of same company?

Yes No

6-Do you want to give suggestion to improve quality of SANCHI product? _______________________________________________

VS S DS VDS

(SIGNATURE)

sanchi 27

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