CONTENTS

====================================================== ==== SNO PARTICULARS PAGE NO

====================================================== ==== Declaration Company Letter College Letter Acknowledgement List of Tables List of Graphs Chapter-1 INTRODUCTION
1.1 Industry Profile 1.2 Company Profile 1.3 Introduction to the Topic 1 3 13

i ii iii iv v vi

Chapter-2

RESEARCH METHODOLOGY
2.1 Statement of Problem 2.2 Need for the Study 2.3 Objectives of Study 2.4 Hypothesis 2.5 Source of Data 2.6 Scope of the Study 19 19 19 19 19 19

2.7 Questionnaire Design 2.8 Sampling 2.9 Statistical Tools 2.10 Limitations of the Study

20 20 20 20

Chapter-3

DATA ANALSYIS AND INTERPRETATION
Tables and Graphs 21

Chapter-4

FINDINGS AND SUGGESTIONS
4.1 Findings 4.2 Suggestions 49 51 52 54

ANNEXURE BIBLIOGRAPHY DECLARATION

I, O. MADANA MOHAN REDDY studying MBA, at Priyadarshini PG Centre hereby declare that project report entitled “A STUDY ON CUSTOMER SATISFACTION” is submitted in partial fulfillment for the award of the degree of MASTER OF BUSINESS ADMINISTRATION to Sri Venkateswara University, Tirupati is of my original work and it has not been submitted for the award of any degree / diploma / fellowship / or other similar title or earlier to anywhere.

Date: Nellore:

(O. MADANA MOHAN REDDY)
(101098056)

Signature

to Sri Venkateswara University. Phil.. M. MOHAN SINGH. P. MAHESH. KRISHNA KISHORE Head of the Department Project Guide Department of Business Administration Sri. Subbarami Reddy Principal . who is a bonafied student of the college for the academic year 2009 – 2011 and submitted in the partial fulfillment of the requirements for the award of degree of MASTER OF BUSINESS ADMINISTRATION. K. M..Com. REDDY.B. Tirupati.CERTIFICATE This is to certify that project entitled “A Study on Customer Satisfaction” has been successfully carried out by A..MBA. M.A. Y.

.

I thank my Head of the Department MR.ACKNOWLEDGEMENT The Presentation of this project has been given me the opportunity to express my profound gratitude all those who have made it possible for me to thank the Anantha PVC Pipes Pvt. MOHAN SINGH who helped me directly and indirectly for successful completion of this project. Y. K. Anantapur. Anantapur. I am especially thankful to MR. A. RAMA KRISHNA. I wish to express my sincere thanks to MR. REDDY. Marketing Manager for his kind co-operation and valuable guidance in accomplishing the study and also the staff of Anantha PVC Pipes Pvt. Nellore for giving his opportunity to carry out this project work. I would also thank MR. faculty as well as my internal guide and all the faculty members of the MBA department of “Priyadarshini PG Centre” for their encouragement. P. Ltd. . S. KRISHNA KISHORE REDDY. for giving me this opportunity to under go a project study programme in their esteemed organization. Ltd. Director of Priyadarshini PG Centre.

(O.NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 PARTICULARS Brand aware mostly preferred by consumers company products do proper to use Expect from pipes company Aware of Monarch pipes company Know about the brand Monarch Pipes Monarch is the best company in A. 40 41 42 43 PAGE. Monarch pipe uses chemicals in it problem which will effect drinking water using the pipe for the purpose of The supply centre with in 5 Km.NO 21-22 24 25 26 27 28 29 30 31 32 34 35 36 37 38 39 . Inspired to buy the Monarch pipes by. Monarch company has highest market share in south India.P. The customers of the Monarch company. Monarch Company mainly concentrates on agricultural sector. Good word of mouth is more important for company. Share information with friends and relatives Company concentrates on rural market more then urban market Company provides better services than other company. The customer of the Monarch Company since. Regular customer to Monarch Company or dealers Interested to buy the pipes from. MADANA MOHNA REDDY) LIST OF TABLES S.

P. Inspired to buy the Monarch pipes by Regular customers to Monarch Company or dealers.NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 PARTICULARS Aware of Monarch pipes company Know about the brand Monarch Pipes Monarch is the best company in A. Products The company to produce other agricultural. products 44 45 46 47 LIST OF GRAPHS S.NO 23 24 27 28 29 30 31 34 35 36 37 38 39 40 41 42 The supply centre with in 5 Km . The customer of the Monarch company since Share information with friends and relatives Company concentrates on rural market more then urban market Company provides better services than other company Monarch company has highest market share in south India The Monarch pipe market will spread all over India. Using the pipe for the purpose of . The company to produce other agricultural. Interested to buy the pipes from Monarch Company mainly concentrates on agricultural sector The customers of the Monarch company.below graph PAGE.21 22 23 24 company expect to create good word of mouth Monarch pipes prices are low.

43 44 45 46 47 48 .17 18 19 20 21 22 Good word of mouth is more important for company Company expect to create good word of mouth. Monarch pipes prices are low The company to produce other agricultural products The credit facility should be at least The Monarch pipe market will spread all over India.

23 Graph 3.13 Share information with friends and relatives. vasavi. nalanda. 28 Graph 3.9 Monarch Company mainly concentrates on agricultural sector. 24 Graph 3.. 22 Graph 3..5 Monarch is the best company in A. vijaya.11 The customers of the Monarch company... Graph 3. 35 Graph 3. vasavi. nalanda.18 using the pipe for the purpose of.6 Inspired to buy the Monarch pipes by. 39. 27 Graph 3. star and nandi.1(a): showing the respondents rating for quantities of Brand aware mostly preferred by consumers.14 Company concentrates on rural market more then urban market.7 Regular customers to Monarch Company or dealers..P. 34 Graph 3.. nailnda. 30 Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water. 25 Graph 3.12 The customer of the Monarch company since. star and nandi.16 Monarch company has highest market share in south India.8 Interested to buy the pipes from.. 31 Graph 3. 40 Graph 3. vijaya.. 21 Graph : 3.3 Know about the brand Monarch Pipes.10(a) Expect from pipes company. star and nandi.15 Company provides better services than other company.4(a) Which company products do proper to use.2 Aware of Monarch pipes company. 41 . vijaya. vasavi.10(b) showing respondent’s priority on monarch.4(b) showing respondent’s priority on monarch. 29 Graph 3. 37 Graph 3.. 32 Graph : 3. 33 Graph 3.1(b) showing respondent’s priority on monarch. 38 Graph 3.List of Graphs Graph 3. 36 Graph 3. 26 Graph 3..

31 Graph 3. 44 Graph 3. 29 Graph 3. 38 Graph 3.23 the company to produce other agricultural products. 48 .17 Monarch pipe uses chemicals in it problem which will effect drinking water.8 Interested to buy the pipes from.9 Monarch Company mainly concentrates on agricultural sector.24 the credit facility should be at least. 24 Graph 3.. 43 Graph 3.24 the credit facility should be at least.. 43 Graph 3. 37 Graph 3. 42 Graph 3.25 the Monarch pipe market will spread all over India.11 The customers of the Monarch company. 46 Graph 3.15 Company provides better services than other company. 23 Graph 3. 44 Graph 3. 46 Graph 3. Graph 3. 48 List of Graphs Graph 3.2 Aware of Monarch pipes company. 36 Graph 3. 45 Graph 3..7 Regular customers to Monarch Company or dealers.. 40 Graph 3.14 Company concentrates on rural market more then urban market.3 Know about the brand Monarch Pipes.13 Share information with friends and relatives.20 good word of mouth is more important for company..21 company expect to create good word of mouth. 47 Graph 3. 42 Graph 3.. 35 Graph 3.18 using the pipe for the purpose of.... 45 Graph 3. 39.. 27 Graph 3.25 the Monarch pipe market will spread all over India.21 company expect to create good word of mouth.23 the company to produce other agricultural products..P.5 Monarch is the best company in A.22 Monarch pipes prices are low.16 Monarch company has highest market share in south India.6 Inspired to buy the Monarch pipes by.. 47 Graph 3.12 The customer of the Monarch company since. 30 Graph 3..Graph 3. 28 Graph 3..19 the supply centre with in 5 Km.. 41 Graph 3.20 good word of mouth is more important for company..22 Monarch pipes prices are low.19 the supply centre with in 5 Km. 34 Graph 3..

At present 80 % of total requirement and almost all types of plastic machines required for the industry and indigenously available. 60-70 cores per annum Export of plastics good . which were stagnant at around rest.1. expansion and diversification of processing capacities and manufacturing of processing machinery. The exports. The industry has achieve in terms of supply of raw materials.1 INDUSTRY PROFILE Plastics have become synonymous with modern living. Today India exports plastic products to as many as 80 countries all over the world.

Automobile and transportation Electronics and telecommunications buildings. U. Canada. Role of Plastics in the national economy Plastics are got perceived as just simple colorful household products in the mind so common person. Egypt. automobile. Taiwan. PS AND PVC is immense scope for the use of plastics in agriculture. the plastic industry is on the threshold of an explosive growth. Federal Republic of Germany.. finished plastics products will yield rich divided. forestry and water-management. construction and. Today India exports plastic products to as many as 80 countries all over the world. Italy. Our country is equipped with all kind of processing machinery and skilled labor and undoable. and Russia. supply indigenous raw materials at international prices. With view to boosting the export. the consumption of commodity plastics including LDPE. Hong Kong. . telecommunications and irrigation and thus. The Plastic industry has taken up the challenge of achieving an export target of Rs. PP. Bangladesh. The exports. fix duty. electronics. A dominant part of the plastics of the percent and future find their utilization in the areas. the plastics and linoleum’s export promotion council has urged the government to reduce import duty of plastic raw material. Prospects The Production of various plastics a raw materials in the country is expected to double by the end of seventh plan. 60-70 cores per annum double to 129 craters. Sri Lanka. U. and extra to boost export. Sweden. Food processing and packaging Power and gas distributor. draw backs on weighted average basis and charge freight rate on plastic products on weights basis instead of volume basis. HDPE.A.K.Plastics have excellent potentialities.S. Kuwait. 17 cores. • • • • • Agriculture.. which were stagnant at around rest. Major export markets for plastic products and linoleum are Australia.

which are so. Today the majority of raw materials are obtained from petrol chemical source and they can be economically produced in large quantities. fuse in practical working with plastics. Plastics have changed our world and day-by-day they are becoming important.Importance of pipes industry We shall look at the basic data about plastics and particularly those properties. The oldest raw material for producing plastics is carbonaceous material obtained from coal tar (benzene. phenol). Plastics are man-made materials. They own their success to whole series of advantage. which they have over conventional materials such as: • • • • • • Lightweight Excellent mould ability Attractive colors Low energy requirements for convention Low labor and cost of manufacture Low maintenance & High strength weight ratio .

This resulted in the formation of a pvt. Anantha pvc Pipes Private Limited is the manufacturing of the largest and most comprehensive range of PVC pipes in India.C pipe Pvt Ltd. was rarefied region for industries.000 Mts.1.P. Anantha P.. Pipes are sold under brand names of MONARCH. Ltd. which manufactures black pipes in 1977.” With Sri S. Its annual production capacity is 18. And it is one of the leading manufacturers of PVC pipes in south India. For the purpose of cubic space utilization in trucks while transport. Reddy who is basically a mechanical engineer started a unit at Nandyal.Y.P. Maharaja Pipes. The determination and hard work of Sri S. Organization is adopting the technique like pipes in pipes. The company has to make aware of the company’s quality standards to them.2 COMPANY PROFILE Rayalaseema is economically backward area in Andhra Pradesh. PACKING Packing plays less important role into the products like PVC pipes because the hallow space inside can be utilized. The factory is situated at NH-7. SIZES Various sizes ranging from ½ to 10 offered to customers.Y Reddy as the managing director. and with financial assistance from local commercial banks. and KRISHNA Later the company started manufacturing of Pvc Pipes. A dynamic entrepreneur Sri S. As the majority of customers belong to farmers. KOHINOOR. PAYMENT PERIOD . which terminated the manufacturing of black pipes. Rapthadu mandal and Anantapur district.V.Y Reddy helped him to overcome the problems faced by the company in the initial years. The only major competitors to the company are sudhakar pipes.P. Even pipes with different gauges and sizes are manufactured to suit specific conditions. The only backdrop to it is the competition from local brands. was incorporated in the year Feb 2002. The company could overcome the problems of the merger and is running smoothly. company called ‘ANANTHA PVC PIPES PVT LTD. Hampapuram village. they consider than quality.

which speaks for itself for the quality of the pipes. Managers at the company are dynamic and are well educated. Thus dealers are also supplemented with the benefit of the lower tied-up capital in the form of inventory. THE INFORMATION ABOUT THE COMPANY The company is equipped with sophisticated laboratory to carry all tests to ascertain out going quality level of the pipes. Supervisory staff or intermediate managerial staffs are able in talking their area are not highly educated. Tamilnadu and kerela are ambit of Anantha PVC pipes pvt ltd. Numbers of statistical quality control techniques are applied to sustain the quality level of the product. parts of southern states of Karnataka. 1979 1984-85 1985-86 1986-87 1988-94 1991-94 TRANSPORTATION The transportation department of Anantha PVC pipes pvt ltd. Nandyal region (polyphone pipes) Rayalaseema region (PVC pipes) Telangana region Karnataka and Andhrapradesh Tamilnadu and Karnataka Kerela .S. is very admirable. A Nandhi pipe has got I. Most of the employees are skilled is uniqueness of workers in Anantha PVC pipes pvt ltd.For Anantha brand the company adopts zero credit policy and goods are not delivered unless cash remittances are made. Thus dealers are also supplemented with dealers to reduce inventory levels to the minimum. COVERAGE At present Andhrapradesh. This unique strength of the organization enables the dealers to reduce inventory levels to the minimum. For Anantha and sagar brands credit is entitled up to a week.I trademark. The company extended their sales in the below regions as shown below. The difference between these brands is due to brand image. There is non-indulgence in trade union activities.

which includes telex. Company has also got the support of electronic data processing. The company’s major strength is considered to be transportation vehicles. . a unique cash outflow justifies itself by providing good reputation of the company through improved customer service.As the company is located in industrial estate of Nandyal. fax machine. and Internet. it is facilitated with good communication networks.

Y Reddy as the Managing director and executive director who reports managing director. The product is not delivered until the cash is paid and financial department with the help of marketing department looks after these transactions. Apart from the attractive salaries company provides health card facilities. shows the department’s effective management of the marketing department in the Organization. Reliance petrochemical ltd.P. financial manager.. PERSONAL DEPARTMENT The personal department consists the details of the executives and workers of the organization. public relations officer and quality control officer who all reports to executive director. now the financial status of the company is the very sound and is being run only with self-finance excepting for loans taken for hypothecation of machinery and stock from SBI Nandyal.e. Though the govt of India has taken various steps to improve supply conditions of PVC resin. Two marketing managers. The company follows cash and carry policy for Nandhi brand. the Indian manufacturers could meet only 50 percent of demand and remaining 50 percent is met from imports. The organization is formed with Sri S.-plats ltd.FINANCIAL DEPARTMENT Through initially the company approached the external sources for financial aid. Other than executives there are thousand works in the organization. conformed by the manufacturers of the PVC pipes is scarcity of resin. an assistant marketing manager who reports and 20 salesmen headed by 30 sales representatives who are headed by assistant marketing manager heads the marketing department. . Panel consisting of managing director.. Marketing mix and advertising particulars of Anantha PVC pipes pvt Ltd. MARKETING DEPARTMENT Marketing manager who reports to executive director. The major petrochemical companies are • • • Sri ram vinyl ltd. executive director and managers of concerned departments makes the recruitment and selections of persons. PURCHASING DEPARTMENT The perplexing situation i. Chem.

Sewerage and drainage scheme. 3. Air-condition ducting. 8. The hot pipe coming out of the extruder is cooled in a water bath to retain the final shape. Industrial ducting. The company has entered into a technical has it is own processing technology. The cut lengths are titled by titling units and get corrected in the pipe rack attached to the tilting frames. The required length of the pipe is cut with a planetary saw. The temperature of the water is maintained by circulating through the cooling toward and with the help of a chilling plant. Later they are stocked separately. Rural & urban water supplies scheme. Tube well casing. In earlier days tool used for water flow were every ineffective with high percentage of seepage losses. Ltd. 9. Agriculture and irrigation schemes. Industrial effluent disposal. Gas and oil supply lines. 6. 2. Process The main raw materials are HDPE granules. is commission with the objectives of catering to the agriculture needs of the region. Building installations. 7. ground water licking. APPLICATIONS OF UPVC PIPES 1. 5. pp granules. Indian petrochemical industries ltd. the materials is heated to the required politicizing temperature [1900 Centigrade to 2300 Centigrade] the extruded through the die hard to form the pipe. The pipe coming out of the extruder is guided through the water bath suitable traction system. GROWTH Anantha PVC pipes pvt. The manufacturings for pipes consist of mixing various resins along with coloring materials in a mixture and the prepared material is fed to the extruder. In the extruder. . To counter this has been of Anantha PVC pipes Pvt. the manor irritants in agriculture practices like lack of rain fall. 4. Ltd.• • National organic chemical industries ltd.

The core mission and individual cornerstones of this strategy are closely matched to an exciting growth market. The companies not only improving the brand name but also it are undertaking the competitor brands. stands at market leader position. employees and shareholders. The threats of the old companies are turned to the opportunities to the company by its excellent management. Anantha strategy and business model make it ideally positioned to develop with in the PVC pipes market. In 1977 the company takeover the sager brand. to record an excellent growth of sales. and management of alliances and partnership.Ltd. At present Anantha PVC pipes Pvt. The department people always striving to the quality. sales and channel distribution. Anantha follows a clear strategy. the manufacturing plant of Anantha plant lies at Anantapur district. business systems and processes. SYSTEM . Well-equipped laboratory and quality office looks after the quality. The 7s McKinney Model The 7s Models provide an effective framework for analyzing the organization and its activities. Ltd. After the change of management the brand image of these brands are improved. These factors helped Anantha PVC pipes Pvt.Water transport with in the fields has provided magnificent thrust to PVC pipes market. STRATEGY Strategy defines key actions and capability along the major dimensions of marketing product and service development. The manufacturing plant of sager brand was at medak district. the company takes over another main competitor’s brand Anantha in 1999. In a marketing-led company they can be used to explore the extent to which the company is working coherently towards a distinctive and motivating place in the mind of consumer. meeting the customers needs with improved quality that bring together the best of Anantha people. processes and core capabilities. The Anantha PVC Pipes Company not stopped with that victory. Anantha is a local company with a multiple brand and a clear mission-to create new values in quality for the customers.

Windows NT is the standard OS for all the above but the company also has windows 2000 and windows XP based servers and clients now. which houses the servers with all their global applications. also the way in which the organizations employees present themselves to the outside world. This link allows these applications to be offered to Anantha local customers effectively and efficiently. Anantha follows a participative management system. The Anantha is being used to drive critical business application such as local. It refers to the leadership approach of top management and the organization overall operating approach. the company has about 10 servers and about 200 Compaq’s brand P3 and p4 PC’s. Anantha has invested in a 256 Leased line to its head office.System refers to all processes and information flows that link the organization together. day to day freight related application as well as for E-mail Communications. Anantha management conducts a general meeting every month in which the representatives of all levels of management are participating. At present Anantha’s Network has a star topology. MIS. Anantha has adopted wireless platform because it supports a range of activities including Anantha’s stock forwarding. developing . Anantha network hardware equipment is standardized on Dell servers and laptops. and billing. It is the formal and informal procedures that support the strategy structure. It includes management information systems. to suppliers and customers. All of Anantha offices and warehouses across the state have been internally connected through a LAN. and capital allocation systems that govern day-to-day activities The company’s head office is in Hyderabad spans three floors of high-tech network and is the operating center for network. financial accounting. Anantha insists on a policy of equal opportunity. WAN connectivity infrastructure is a combination of lease lines ISDN’s and wireless. how do a company’s managers spend their time? What are they focusing attention on? Symbolism – the creation and maintenance (or sometimes deconstruction) Of meaning is a fundamental responsibility of managers. by selecting. Across state. STYLE Style refers to management style: more matter of what managers do than what they say.

SKILLS Skills refers to what company does best. Anantha encourages the involvement of employees in the planning and direction of their work. They are the guiding concepts. The lower level management of the organization has skills those. Apart from this non-technical skill like human resource management is also present.usually at abstract level. and industrial knowledge. which are needed for communication. computer knowledge.and retaining employees on the basis of ability and qualifications for the work to be performed. Vision statement The vision statement of Anantha is as follows “Creating new values in quality by working together for you” . have great meaning inside the organization even though outsiders may not see or understand them. fundamental ideas around which a business is built simple. employees and shareholders. To create new values in the quality for our customers. pipe technology and production regulation. This is done without discrimination or prejudice under any circumstances. Those in the warehouse possess inventory management skills. Mission statement The mission statement of Anantha is as follows. The top-level management possesses skills that uphold and develop brand image. SHARED VALUES Shared value is also known as super-ordinate goals. The staffs in the middle level management possess technical skills relating to machinery control. • • • To be the preferred supply chin partner to out customers. the distinctive capabilities and competencies that reside in the organization or the dominant attributes or capabilities that exist in the organization. To be the recognized as the best in the world at what we do. Possess the skills to achieve the company’s overall commitment of customers and the company budget.

STAFF The people / human Resource management – processes used to develop managers, socialization process, ways of shaping basic values of management cadre, ways of introducing young recruits to the company, ways of helping to manage the careers of the employees. Anantha staff consists of skilled employees the human resources dept provides training to all the employees. The recruitment process is needed based and activity based recruitment. The company selects only those candidates who have a formal degree with respect to engineering or quality management or persons who have experience in those fields. The employee’s presently in the organization have promotion based on their performance. Selection process Once the assessment of the application is done the applicant will be advised whether he / she have been selected for a round interview. This will take the form of a telephone interview. If his /her interview is a success he /she will be invited to attend one of Anantha assessment centers where their will be further interviews together which individual and group exercises there will be also be an opportunity to find out more about the company and to meet managers and recent graduates. EMERGENCE OF PVC CONCEPTS AND ITS SOCIALIZATION Growing domestic agricultural and industrial requirements of the modern world ware in quest for the new substance, which could serve the need and wants of the today’s man. Although metals wore meeting major chunk of the fabrication demands of the modern world, formability and weight constant were real impediments. In light of this situation, the substance called plastics, which has got all desired characteristics the modern man, was discovered. This carbonaceous with excellent physical stability could replace most of the earlier used metals, wood etc., Although acceptance and socialization of this new innovation was slow it had shown encroachment into the life’s of the today’s man. Now plastics are omnipresent and

serving numerous fields. Heavily modernized communication sector, fiber equipment are only few applications in multi various uses of the plastics. PVC PIPES AND ITS ECONOMIC ROLE Cheap occupation in India is agriculture. For the developing countries like, India modernization of the agriculture practices assumes pivotal places in improving the economic status and the process of modernization. Includes usage of high productive. Plastics supplement to greater extent manufacturing of tools required for new agricultural practices. The usage of polyvinyl chloride pipes in agricultural fields; lessen water seepage, which was predominant in earlier practices, with services of P.V.C pipes, water can be transported efficiently with lesser, from the place of higher water potential to the place of lower water potential. Presently the revolutionary tried in water management speaks much about drip irrigation, which is developed in Israel and is practiced by all agricultural based nations in the world. Drip irrigation greatly used P.V.C pipes as core tools of implementation with the services of this sort, P.V.C pipes one way or the other strengthening the hands of country’s economy. A part with the refereed P.V.C pipes supplemented with fitting is used in houses for electrical connection and other domestic purposes. A part from these two applications it has got wide applications even in industrial sectors, P.V.C pipes with much unique heart, chemical and physical characteristics serve many industrial purposes. Even the characteristics of weight and low price attract many more applications. Rigid PVC PIPES have been manufactured in India from the sixties on imported extrusion lines and there after indigenous plan were few pipes manufactures up to 1978-79 and large production capacity was created during 1979-83. When many extrusion lines were imported from batten Field, Cincinnati, kraaus-maffi etc. the government allowed the imports of sophisticated and high output plants, which were not available indigenously.

It is essential for the company to carryout continuous research and development to up date technology, for higher output, loss energy cost per kg of output, quality of products etc. TECHNICAL DETAILS ABOUT PVC PIPES: Ingredients • • • • • • • • • PVC region D.B.L.S T.B.L.S L.S C.S STEARIC ACID HYDROCARBON CALCIUM CARBONAT TITANICDIOXIDE

MANUFACTURING PROCESS Hot forward extrusion is employed for the manufacturing of PVC pipes resin with weighted. Amounts of other ingredients, which are carried to the hot chambers. The high temperature of hot chamber melts ingredients and content of the given forward transit to get allow pipes of required dimension. As the pipes come out the heat chamber, cool the pipe immediately. Pipes of desired length are cut with the aid of stop and power hacksaw. Production is made in various sizes ranging from ½ to 10’’ according to usage. REINFORCED PLASTICS Although plastics have high strength to weight ratio, they are not as strong as metals and deform permanently under load. It cannot be placed under extremely high or low temperature like metals and other materials. Modern invention of glass or carbon black as reinforcing fillers have a way for making high strength bearing plastics and they are at a times replace steel. ALLOYS

Physical blending of two polymers is needed because every polymer has certain set of good properties. Such abound is very useful in alloy formation because it impacts processing flexibility with and use of cross-linked products. . product will be of high strength. Although alloys are physical mixtures of polymers.Physical mixture of two or more polymer is termed as alloys. If it is blended with rubbery material. hydrogen bonds are formed between some special ionic groups with hydrogen atom of the carbon chain. Thus by alloying a wide range of products can be made. For example polystyrene is highly amorphous and rigid but has low impact strength. Design of special products that should have specific set of properties may not be obtained if it is made only from one polymer by blending two polymers we can get the required combination of properties. rigid.

It is also influenced by specific service attributions. and their perceptions MARKETING ORGANIZATION CEO MANAGING DIRECTOR TRANSFER MANAGER WORK MANAGER EXECUTIVE MANAGER SALE & SERVICE MANAGER Customer Satisfaction is the pillar of the marketing concept. If that where the case. Customer Satisfaction like happiness bet achieved by rendering substantial forma of assistance to others rather than by direct pursuit. Customer’s satisfaction influenced by specific product are service features and by perceptions of quality. But in the long run it would be also be out of business.3 INTRODUCTION TO THE TOPIC Satisfaction is consumer’s fulfillment response. . It is a judgment that a product or a service feature or the product or service itself provides pleasurable level of consumption related fulfillment. But it doesn’t not mean the company’s sole aim is to maximize Customer Satisfaction. It is also influenced by specific service attributions. and their perceptions The telling factor in the company’s long run fortunes will be the amount of customer satisfaction that it managers to generate. There by it would be creating substantial customer satisfaction. Customer’s satisfaction influenced by specific product are service features and by perceptions of quality. It is a judgment that a product or a service feature or the product or service itself provides pleasurable level of consumption related fulfillment. it should simply put out the best product and service in the world and price is below cost.1. Satisfaction is consumer’s fulfillment response.

Measuring customer satisfaction Organizations are increasingly interested in retaining existing customers while targeting non-customers. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. In a competitive marketplace where businesses compete for customers. a business term. Thus the third pillory of the marketing concept aims to achieve good profits by giving the customer genuine values in the satisfaction.[2] measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. (It may help the reader to notice the role of customer satisfaction in the overall context of product or service development and management.Companies that move towards adopting the market concept benefit themselves and The society. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfying customers. further expanded by Berry in . care should be taken in the effort of quantitative measurement. Because satisfaction is basically a psychological state. Work done by Berry. Customer satisfaction. It leads the society’s recourse to move in the direction of social needs. there by bringing the interests of business firms and the interest of society in to harmonious relationship. Brooder between 1990 and 1998[3] defined ten 'Quality Values' which influence satisfaction behavior. although a large quantity of research in this area has recently been developed. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

Value. Work done by Parasuraman. Interdepartmental Teamwork. Timeliness. Ease of Access. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Environment. Efficiency. The usual measures of customer satisfaction involve a survey [4] with a set of statements using a Likert Technique or scale. Front line Service Behaviors. Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance.2002 and known as the ten domains of satisfaction. customer satisfaction equals perception of performance divided by expectation of performance. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured. These ten domains of satisfaction include: Quality. . According to Garbrand. Commitment to the Customer and Innovation. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman. Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation.

When you buy a new car. Three years ago my house was painted.because to tell the truth I need to give it more effort also. Keep all the information you can on your customers and don't hesitate to ask for the next sale. If you currently retain 70 percent of your customers and you start a program to improve that to 80 percent. It's often a very easy sale and costs the dealer almost nothing to make. and since I was happy with his work I won't get four competing bids this time. Are there additional products or services you can sell your customers. 3. and maybe rust proofing. Products with a high service component. 4. Higher-end products where price is not the primary buying factor. • Particularly because of the high cost of landing new customers versus the high profitability of a loyal customer base. These four factors will greatly affect your ability to build a loyal customer base: 1. Market to Your Own Customers! Giving a lot of thought to your marketing programs aimed at current customers is one aspect of building customer loyalty. Why hasn't the painter called or at least sent a card? It would be a lot less expensive than getting new customers through his newspaper ad.Customer Loyalty "It takes a lot less money to increase your retention of current customers than to find new ones-but I know I don't give it as much effort as I should because it does take a lot of energy and effort!" Strategize And Plan For Loyalty! • • • Do you even have a specific plan for building customer loyalty? I bet you haven't given it as much thought as you should. you'll add an additional 10 percent to your growth rate. many dealers will within minutes try to sell you an extended warranty. Products that are highly differentiated from those of the competition. you might want to reflect upon your current business strategy. Multiple products for the same customer. an alarm system. and it's now due for another coat. . 2.

Loyal Customers and Loyal Workforces Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given these days. contact . stop by to make sure everything's okay. the more they see you as someone out to help them. contact with current customers is a good way to build their loyalty. the customer might be even more likely to do business than the average customer who didn't have a complaint. see them at trade shows. So if you're serious about retaining customers or getting referrals. Send them copies of any media clippings about your firm. they'll probably complain to just about everyone else they know . technical support. the more likely you'll get the next order. the more they know about your accomplishments-the more loyal a customer they will be. It is especially important for you to retain those employees who interact with customers such as sales people. . service. The more they know about you. Invite them to free seminars. . Many companies give a lot of attention to retaining sales people but little to support people. the customer will have many more interactions after the sale with technical. Send Christmas cards. . I've been fortunate to have the same great people in customer service for years- . The more the customer sees someone from your firm. Reach Out To Your Customers! Contact . In many business situations. or customer support people than they did with the sales people. and customer-service people.Use Complaints To Build Business! When customers aren't happy with your business they usually won't complain to you instead. Send a simple newsletter to your customers-tell them about the great things that are happening at your firm and include some useful information for them. That's why an increasing number of businesses are making follow-up calls or mailing satisfaction questionnaires after the sale is made.and take their business to your competition next time. . these interactions are the ones that are really going to matter. They really should be handled with the same attention and focus that sales calls get because in a way they are sales calls for repeat business. They find that if they promptly follow up and resolve a customer's complaint.

products (goods. be sure this is what your customers prefer. “MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TO PROFITABLE OPPORTUNITIES”. This builds no personal loyalty and probably less loyalty for the firm. THE MAKETING CONCEPT “ The marketing concept hold that key to achieving organizations goals consists of being more effective than competitor in integrating more effective then competitive in integrating marketing activities towards determining and satisfying the needs and wants of target markets”. Before you go this route. Otherwise I'd assign a specific support person to every significant customer. wants and elements. The increasing trend today is to send customer-service and technical-support calls into queue for the next available person. markets and marketers and prospects. services and ideas). Offering and exchanging products of value with others”. relationships and networks.and the compliments from customers make it clear that they really appreciate specific people in our service function. This definition of marketing rests on the following core concepts needs. value cost and satisfaction exchange and transactions. . Definition of marketing as follows “Marketing is a social managerial process by which individuals and group obtain what the need and want through creating.

2. 2. 2. 2. Measuring customer satisfaction is always a challenge.4 HYPOTHESIS • • The purpose of usage influence customer satisfaction. To find service rendered by the company. as customer either would not disclose or sometimes do not assess their satisfaction level clearly.2 NEED FOR THE STUDY ANATHA P.3 OBJECTIVES OF THE STUDY The following are the objectives of the study to solve the problem.V. To know price impact on product purchase. Many times the customer can not specify the reasons for his satisfaction.1 STATEMENT OF PROBLEM The objective of every company would be ensuring customer satisfaction for the customer satisfaction would create loyal customers. but due to unknown reasons that the customer satisfaction analyzed by the company is not up to the make.C PIPES believes in satisfactory delivery of service quality to the customer. Rural/Urban market influence customer satisfaction. To find word of mouth impact on product purchase. 2. To identify customer interest in buying pipes. They are: • • • • • To know the customer satisfaction regarding Anantha PVC pipes.5 SOURCE OF DATA Primary Data The Primary Data is collected through questionnaire survey to customers. Secondary Data . The company intends to find out the causes and remedies for the low customer satisfaction.

2. 2.10 LIMITATION OF THE STUDY: 1. 2. 2. Data have been collected from customer by a personal interview.Information is gathered from company profile. .6 SCOPE OF THE STUDY The scope of the study is to find out the customer satisfaction with reference to pipes.7 QUESTIONNAIRE DESIGN Questionnaire Design is prepared on the basis of the following parameters.square test. The researcher took 3 weeks to study the entire customers’ perception.9 STATISTICAL TOOLS For data analysis statistical tools used are simple percentage and chi.8 SAMPLING Population Sample size = = 5000 100 Customers of Anantha PVC Pipes Sample unit = 2. The study confined to the Anantapur Zone. The study covers the different aspects of customer satisfaction. The time spent was limited due to which the exhaustive study could not be conducted. website and book Consumer Behaviour author by Loudon and Della Betta 2. • • Customers satisfaction Customer Awareness QUESTIONNAIRE ADMINISTRATION Information is gather through questionnaires from customers of Anantapur Zone. This has been conducted in Anantapur Zone.

Quality of information is based on the degree of brand awareness among customer .3.

1(a): showing the respondents rating for quantities of Brand aware mostly preferred by consumers For the table weighted arithmetic mean method has been followed under .Score method points. For each and every priority points are allotted. Score =No . of Respondents . fourth is vasavi.TABLES AND GRAPHS 3. P1 58 3 2 2 3 31 P2 9 30 3 24 33 P3 26 4 8 27 29 P4 7 36 21 2 30 P5 23 60 13 6 3 P6 4 6 83 10 4 monarch vasavi vijaya nalanda star nandi Table 3. third rank is star.of respondents *points Total score monarch = (58*6)+(9*5)+ (26*4)+(7*3) =518 Total score vasavi=(2*6)+(30*5)+(4*4)+(36*3)+(23*2)+(4*1) =354 Total score viyaya = (2*6) + (3*5)+(8*4)+(21*3)+(60*2)+(6*1) =248 Total score nalanda =(2*6)+0+0+(2*3)+(13*2)+(83*1)=127 Total score star =(3*6)+(24*5)+(27*4)+(30*3)+(6*2)+(10*1)=358 Total score nandi=(31*6)+(3*5)+(22*4)+(7*3)+(3*2)+(4*1)=470 Weight = Total score/No. nandi second rank. fifth is vijaya and sixth rank is nalanda for dimension “Mostly preferred by consumers”.1 Brand aware mostly preferred by consumers Inference From the table it is inferred that monarch first rank.

vasavi.48 1.27 3.1(b) showing respondent’s priority on monarch.58 4.70 Rank 1 4 5 6 3 2 Table : 3.18 3.Name monarch vasavi vijaya nalanda star nandi Total score 518 354 248 127 358 470 Weight 5. nailnda. star and nandi. vijaya.54 2. .

2 Aware of Monarch pipes company .2 Aware of Monarch pipes company 0% Yes No 100% Graph 3. Inference From the table it is inferred that out of 100 respondents. Decision Yes No Total Responses 100 0 100 Percentages 100% 0% 100% Table 3.3.2 Aware of Monarch pipes company. 100 % have aware the Monarch pipes company.

4% customers are known about The Monarch Pipes through print media.3 Know about the brand Monarch Pipes 4% 2% 30% Print media Television Friends & Rel Dealers 64% Graph 3.3 Know about the brand Monarch Pipes Inference From the table it is inferred that out of 100 respondents.3. Decision Print media Television Friends & Rel Dealers Total Responses 4 2 64 30 100 Percentages 4% 2% 64% 30% 100% Table 3.3 Know about the brand Monarch Pipes . 2% customers are known about the monarch pipes through television 64% through friends and 30% through dealers.

For each and every priority points are allotted.fifth is vasavi and sixth rank is nalanda for dimension “Mostly preferred by consumers”. Monarch vasavi vijaya nalanda star nandi P1 19 2 30 2 32 P2 9 7 24 26 6 P3 22 33 4 15 6 50 P4 9 5 10 9 36 9 P5 33 18 30 16 P6 8 35 2 76 14 3 Table 3. third rank is monarch . vijaya second rank.4(a) Which company products do proper to use For the table weighted arithmetic mean method has been followed under . fourth is star.Score method points.of respondents *points Total score monarch = (19*6)+(9*5)+ (22*4)+(9*3) +(33*2)+(8*1)=357 Total score vasavi=(2*6)+(7*5)+(33*4)+(5*3)+(18*2)+(35*1) =265 Total score vijaya = (30*6) + (24*5)+(4*4)+(10*3)+(30*2)+(2*1) =408 Total score nalanda =0+0(15*4)+(9*3)+0+(76*1)=163 Total score star =(2*6)+(26*5)+(6*4)+(36*3)+(16*2)+(14*1)=320 Total score nandi=(32*6)+(6*5)+(50*4)+(9*3)+0+(3*1)=452 Weight = Total score/No.4 Which company products do proper to use Inference From the table it is inferred that nandi first rank.3. of Respondents . Score =No .

star and nandi .08 1. nalanda.57 2.65 4.2 4.4(b) showing respondent’s priority on monarch.Name monarch vasavi vijaya nalanda star nandi Total score 357 265 408 163 320 452 Weight 3. vijaya.63 3.52 Rank 3 5 2 6 4 1 Table 3. vasavi.

28% of disagreed.5 Monarch is the best company in A.Agree Agree Not decide Disagree S.P.5 Monarch is the best company in A.disagree Total Responses 39 33 0 28 0 100 Percentages 39% 33% 0% 28% 0% 100% Table 3. 39 % customers have strongly agreed that the monarch pipe company is best company in a AP while 33 % have agreed. .5 Monarch is the best company in A.P. 0% 28% 39% 0% S.disagree 33% Graph 3.Agree Agree Not decide Disagree S.P.3. Inference From the table it is inferred that out of 100 respondents. Decision S.

39% have relatives.6 Inspired to buy the Monarch pipes by.3. 8% have neighbors and 24% have advertisements.6 Inspired to buy the Monarch pipes by. Inference From the table it is inferred that out of 100 respondents.6 Inspired to buy the Monarch pipes by. Decision Friends Relatives Neighbors Advertisements Total Responses 29 39 8 24 100 Percentages 29% 39% 8% 24% 100% Table 3. . 29% customers have inspired to buy the Monarch pipes through friends. 24% 29% Friends Relatives Neighbors Advretisements 8% 39% Graph 3.

Decision Yes No Total Responses 50 50 100 Percentages 50% 50% 100% Table 3.7 Regular customers to Monarch Company or dealers.3.7 Regular customer to Monarch Company or dealers. .7 Regular customers to Monarch Company or dealers. Inference From the table it is inferred that out of 100 respondents. 50% 50% Yes No Graph 3. 50 % of the people are regular customers and 50% people are not regular customers to the monarch pipes.

.

10% customers are interested to buy the pipes directly from company while 47% through dealers.8 Interested to buy the pipes from.3. Decision Company Dealers Brokers Friends Show room Total Responses 10 47 3 2 38 100 Percentages 10% 47% 3% 2% 38% 100% Table 3.8 Interested to buy the pipes from. 2% through friends and 38% through showroom. Inference From the table it is inferred that out of 100 respondents.8 Interested to buy the pipes from. 3 % through brokers. . 10% 38% Cmpany Dealers Brokers Friends 47% 2% 3% Show room Graph 3.

while 44% have agreed and 54% have not decided. Inference From the table it is inferred that out of 100 respondents.9 Monarch Company mainly concentrates on agricultural sector.disagree Total Responses 2 44 54 0 0 100 Percentages 2% 44% 54% 0% 0% 100% Table 3.9 Monarch Company mainly concentrates on agricultural sector. 0% 2% S. 2% have strongly agreed that the monarch pipes company mainly concentrates on agricultural sector. Decision S.3.Agree Agree Not decide Disagree S.Agree 44% 54% Agree Not decide Disaree S.9 Monarch Company mainly concentrates on agricultural sector. .disagree Graph 3.

For each and every priority points are allotted. of Respondents .10 Expect from pipes company P1 Quality 96 Weightless Length 5 Colour 7 P2 3 40 55 P3 1 48 46 13 P4 12 4 80 Table 3. Score =No .Score method points.of respondents *points Total score quality = (96*4)+(3*3) +(1*2)+0=395 Total score weightless=0+(40*3)+(48*2)+(12*1) =228 Total score length= (5*4)+(55*3)+(36*2)+(4*1) =261 Total score colour =(7*4)+0+(13*2)(80*1)=134 Weight = Total score/No.10(a) Expect from pipes company For the table weighted arithmetic mean method has been followed under .3.

. fourth is colour.61 1.10(b) showing respondent’s priority on monarch. third rank is weightless.34 Rank 1 3 2 4 Table : 3. nalanda. star and nandi From the table it is inferred that quality first rank.95 2. length second rank.28 2. vijaya. vasavi. for dimension “Mostly preferred by consumers”.Total score Quality Weightless Length Colour 395 228 261 134 Weight 3.

32% Yes No 68% Graph 3. Inference From the table it is inferred that out of 100 respondents.11 the customers of the Monarch Company. .3. the customers of the Monarch company 68% customers have yes and 32% have no. Decision Yes No Total Responses 68 32 100 Percentages 68% 32% 100% Table 3.11 The customers of the Monarch Company.11 The customers of the Monarch company.

.

12 The customer of the Monarch company since.61 % are customers of monarch pipes company less than 6 month while 32% are since 6.3.12 the customer of the Monarch Company since. 3% 4% Less then 6 Ms 32% 6 to 12 Ms 1 to 2 Years 61% More then 2 Ys Graph 3. The customer of the Monarch company since. .12 months . 3% 1to 2 years and 4% are since more than 2 years.12 The customer of the Monarch Company since. Inference From the table it is inferred that out of 100 respondents. Decision Less then 6 Ms 6 to 12 Ms 1 to 2 Years More then 2 Ys Total Responses 61 32 3 4 100 Percentages 61% 32% 3% 4% 100% Table 3.

disagree Total Responses 38 61 0 1 100 Percentages 38% 61% 0% 1% 100% Table 3.disagree 61% Graph 3.13 Share information with friends and relatives.13 Share information with friends and relatives 1% 0% 38% S.Agree Agree Disagree S. Inference: From the table it is inferred that out of 100 respondents. Decision S. . share information with friends and relatives 38% customers have strongly agreed that they share the information with the friends and relation while 61% have agreed and 1% have strongly disagreed.13 Share information with friends and relatives.3.Agree Agree Disaree S.

disagree 43% Graph 3.14 Company concentrates on rural market more then urban market. Company concentrates on rural market more then urban market 27% customers have strongly agreed that the company concentrates on the rural market more than urban market while 43% customers have agreed 26 % have disagreed and 4% have strongly disagreed.disagree Total Responses 27 43 26 4 100 Percentages 27% 43% 26% 4% 100% Table 3.Agree Agree Disaree S.14 Company concentrates on rural market more then urban market. Inference: From the table it is inferred that out of 100 respondents.3.14 Company concentrates on rural market more then urban market. . Decision S.Agree Agree Disagree S. 4% 27% 26% S.

Agree Agree Disagree S.Agree Agree Disaree S. . Inference From the table it is inferred that out of 100 respondents.15 Company provides better services than other company.15 Company provides better services than other company.15 Company provides better services than other company.disagree 60% Graph 3. Decision S.3. Company provides better services than other company.disagree Total Responses 38 60 2 0 100 Percentages 38% 60% 2% 0% 100% Table 3. 38% customers have strongly agreed while 60% customers have agreed and 2 % have disagreed. 2% 0% 38% S.

16 Monarch company has highest market share in south India.3. Inference From the table it is inferred that out of 100 respondents.disagree 62% Graph 3.Agree Agree Not decide Disagree S.disagree Total Responses 10 62 28 0 0 100 Percentages 10% 62% 28% 0% 0% 100% Table 3.16 Monarch company has highest market share in south India. 0% 10% 28% S. Decision S.Agree Agree Not decide Disagree S. . 10 % have strongly agreed that monarch pipes has highest market share in south India while 62% have agreed and 28 % have not decided.16 Monarch company has highest market share in south India.

Inference From the table it is inferred that out of 100 respondents.disagree Total Responses 3 63 6 3 25 100 Percentages 3% 63% 6% 3% 25% 100% Table 3.disagree Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water 3% 25% S.17 Monarch pipe uses chemicals in it problem which will effect drinking water. 3 % customers have strongly agreed that the monarch pipes uses chemicals that will affect drinking water 63 % have agreed 6 % have not decided 3% have disagreed and 25 %have strongly disagreed.17 Monarch pipe uses chemicals in it problem which will effect drinking water .3.Agree Agree Not decide Disagree S.Agree Agree 3% 6% 63% Not decide Disaree S. Decision S.

.

18 using the pipe for the purpose of .18 using the pipe for the purpose of 1% 30% Drinking water Water flow Power wiring 0% 69% Others Graph 3.3. Decision Drinking water Water flow Power wiring Others Total Responses 1 69 0 30 100 Percentages 1% 69% 0% 30% 100% Table 3. using the pipe for the purpose of 1% has drinking water. 69% have water flow and 30% have others.18 using the pipe for the purpose of Inference From the table it is inferred that out of 100 respondents.

19 The supply centre with in 5 Km. 59 % of the customers said that the supply center is 5 KM away and 41% said that it is beyond 5Km .19 the supply centre with in 5 Km .3. Inference From the table it is inferred that out of 100 respondents.19 the supply centre with in 5 Km 41% Yes No 59% Graph 3. Decision Yes No Total Responses 59 41 100 Percentages 59% 41% 100% Table 3.

3.disagree Total Responses 37 63 0 0 0 100 Percentages 37% 63% 0% 0% 0% 100% Table 3.disagree .Agree Agree Not decide Disaree 63% S. good word of mouth is more important for company 37% have strongly agreed and 63% have agreed.20 Good word of mouth is more important for company.20 good word of mouth is more important for company 0% 37% S.Agree Agree Not decide Disagree S. Inference From the table it is inferred that out of 100 respondents. Decision S.

21 company expect to create good word of mouth 2% Yes No 98% Graph 3.21 company expect to create good word of mouth Inference From the table it is inferred that out of 100 respondents.21 company expect to create good word of mouth . Decision Yes No Total Responses 98 2 100 Percentages 98% 2% 100% Table 3. the company expect to create good word of mouth 98% have yes and 2% have no.Graph 3.20 good word of mouth is more important for company 3.

.

disagree Total Responses 36 63 1 0 0 100 Percentages 36% 63% 1% 0% 0% 100% Table 3. 0% 1% 0% 36% S.22 Monarch pipes prices are low. . 36% customers have strongly agreed the Monarch pipes prices are low. Decision S. 63% have agreed and 1% has not decided.3. Inference From the table it is inferred that out of 100 respondents.disagree 63% Graph 3.Agree Agree Not decide Disagree S.22 Monarch pipes prices are low.22 Monarch pipes prices are low.Agree Agree Not decide Disagree S.

96% customers have yes the company to produce other agricultural products and 4% have no.23 The company to produce other agricultural products.23 the company to produce other agricultural products. Inference From the table it is inferred that out of 100 respondents.3.23 the company to produce other agricultural products. Decision Yes No Total Responses 96 4 100 Percentages 96% 4% 100% Table 3. 4% Yes No 96% Graph 3. .

. Decision 1 Week 2 Weeks 1 Month 2 Months Total Responses 4 54 9 33 100 Percentages 4% 54% 9% 33% 100% Table 3. 4% customers avail a credit facility of a 1 week 54 %.24 The credit facility should be at least.24 the credit facility should be at least.3. Inference From the table it is inferred that out of 100 respondents.24 the credit facility should be at least. 4% 33% 1 Week 2 Weeks 1 Month 54% 9% 2 Months Graph 3. 2 weeks 9 % 1 month and 33 % avail 2 months.

Decision Yes No Total Responses 61 39 100 Percentages 61% 39% 100% Table 3. . 61% customers have yes the Monarch pipe market will spread all over India and 39% customers have no. Inference From the table it is inferred that out of 100 respondents.25 the Monarch pipe market will spread all over India. 39% Yes No 61% Graph 3.25 the Monarch pipe market will spread all over India.3.25 The Monarch pipe market will spread all over India.

12 months. 65% of the customers are satisfied with the after sales service provided by Anantha pipes. 3 % through brokers. price of the Anantha pipes is high.1 FINDINGS From the survey it is found that every body is aware of Anantha PVC pipes • • • • • 60% of the respondents were using pipes for agriculture need and only 26% of the respondents were using for domestic purpose Nearly 60% of the respondents are highly satisfied with the quality of Anantha pipes From the study it is found that when compared to other brands. • • • • 2% have strongly agreed that the monarch pipes company mainly concentrates on agricultural sector. 38 % customers have strongly agreed that they share the information with the friends and relation while 61% have agreed and 1% has strongly disagreed. while 44% have agreed and 54% have not decided. 28% of disagreed. 2% through friends and 38% through show room. 2% customers are known about the monarch pipes through television 64% through friends and 30% through dealers. 27% customers have strongly agreed that the company concentrates on the rural market more than urban market while 43% customers have agreed 26 % have disagreed and 4% have strongly disagreed. .4. 50 % of the people are regular customers and 50% people are not regular customers to the monarch pipes. 4% customers are known about The Monarch Pipes through print media. 3% 1to 2 years and 4% are since more than 2 years. • • • 39 % customers have strongly agreed that the monarch pipe company is best company in a AP while 33% have not decided . 10% customers are interested to buy the pipes directly from company while 47% through dealers. 16 % are customers of monarch Pipes Company less than 6 month while 32% are since 6.

2 weeks 9 % 1 month and 33 % avail 2 months. 3% have disagreed and 25 %have strongly disagreed. 4 % customers avail a credit facility of a 1 week 54%. 3 % customers have strongly agreed that the monarch pipes uses chemicals that will effect drinking water 63 % have agreed 6 % have not decided. . 28% of the customers strongly agreed that the quality of the product is good while 72 % have agreed.• • 10 % have strongly agreed that monarch pipes has highest market share in south India while 62% have agreed 28 % have not decided. • • • 59 % of the customers said that the supply center is 5 KM away and 41% said that it is beyond 5Km .

. • There appears to be little confusion among the customers that the chemicals used in the pipes might affect the drinking water. the company must give percentage of discount to all the customers. As per the demand of the customers. the company may take steps to have more supply centers. • • • As majority said that the supply centers are beyond 5 KM. they do not perceive that the Monarch pipes is the best company. hence efforts may be taken to make appropriate changes in the manufacturing process and also in the communications concerning this image.4. the company may make an attempt to study the price and perceived added value of the product and appropriately modify the prices or may announce certain discounts and allowances to the tune of the difference.2 SUGGESTIONS • As one of the concerns in customer satisfaction is the price of the product and that the price of anantha pipes is believed to be higher than the competitors. hence efforts may be taken to include the image projection of the company in all its communications. It is suggested to provide some discounts or allowances to the customers those who bought even less than 100 pipes. • Though the customers are aware of the product.

Monarch is best company in A. a) Strongly agree b) Agree ] 6. Are you aware of Monarch Pipes? a) Yes ] 3. Anantapur Dist.P *-*-* Questionnaire for Measuring Customer Satisfaction =============================================================== Name: Age: Qualification: Extant Land: Type of Crop: Average Income: Motor HP: Water Source: Rain/Bore/Well/Tank/Canal =============================================================== 1. Ltd.No.7. How did you get to know about the brand Monarch Pipes? a) Print media b) television c) friends / relatives ] 4. What are the brands you are aware mostly a) Monarch ] 2..P. Hampapuram.H. 26. Are you a regular customer to Monarch Company or Dealers? b) Relatives c) Neighbors d) Advertisements [ c) Not decide d) Disagree e) strongly disagree [ b) Vasavi c) Vijaya d) Nalandha e) Star f)Nandi [ d) dealers [ b) No [ b) Vasavi c) Vijaya d) Nalandha e) Star f)Nandi [ . N. A. Bangalore Road. Which company products do you prefer to use? a) Monarch ] 5.ANNEXURE A Study on Marketing (Customer Satisfaction) with regard to Anantha PVC Pipes Pvt. I am inspired to buy the Monarch pipes by a) Friends ] 7. S.

You are interested to buy the pipes from a) Company ] 9.a) Yes ] b) No [ 8. I think Monarch Company has highest market share in south India a) Strongly agree d) Disagree ] b) Agree c) Not decide [ e) Strongly disagree b) Agree c) Disagree d) Strongly disagree [ b) Agree c) Disagree d) Strongly disagree [ b) Agree c) Disagree d) Strongly disagree [ b) 6 to 12 Months d) More than 2 years [ b) No [ b) weightless c) length d) colour [ c) Not decide d) Disagrees e) strongly disagree [ b) Dealers c) Brokers d) Friends e) Showroom [ .I share the information with my friends and relatives a) Strongly agree ] 14. Monarch Company provides better services than other company a) Strongly agree ] 16.I am the customer of the Monarch Company since a) Less than 6 months c)1 to 2 years ] 13. Monarch company mainly concentrates on agricultural sector a) Strongly agree b) Agree ] 10. Company concentrates on rural market more than urban market a) Strongly agree ] 15. Are you the customer of the Monarch Company? a) Yes ] 12. What do you expect from a pipe company? a) Quality ] 11.

I think Monarch pipe prices are low price a) Strongly agree d) Disagree ] 23. You are using the pipe for the purpose of a) Drinking water ] 19. Can the company expect you to create good word of mouth? a) Yes ] 22.17. Do you invite the company to produce other agricultural products? a) Yes ] 24. The good word of mouth is more important for company a) Strongly agree d) Disagree ] 21. Do you expect the Monarch pipe market will spread all over India? a) Yes ] b) No [ b) 2weeks c) 1month d) 2months e) 2months [ b) No [ b) Agree c) Not decide [ e) Strongly disagree b) No [ b) Agree c) Not decide [ e) Strongly disagree b) No [ b) Water flow c) Power wiring d) Others [ b) Agree c) Not decide [ e) Strongly disagree . If agreed the credit facility should be at least to a) 1week ] 25. a) Strongly agree d) Disagree ] 18. Do you think Monarch pipe uses chemicals in it problem which will effect drinking water. Do you have the supply centre with in 5 Km? a) Yes ] 20.

.

Beri .com .S.V.Kothari Marketing Research Search Engines http://google. Ramaswamy & Namakumari 1998 .C.com http://answers.BIBLIOGRAPHY Books Principles of Marketing Marketing management Research methodology .com http://wikipedia.R. C.Philip Kotler / Gary Armstrong .com http://ananthapvcpipes.G.com http://nandipipes.

Master your semester with Scribd & The New York Times

Special offer for students: Only $4.99/month.

Master your semester with Scribd & The New York Times

Cancel anytime.