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A STUDY ON DEALERS SATISFACTION WITH REFERENCE TO STAR FILTERATION SYSTEMS

A Project Report participated in this study as respondents and expressed their perception and opinion without inhibitions. I am grateful to my project guide Mr.Andez George, Nehru School of Management for his keen interest, guidance and constructive suggestions which helped me to complete the project report successfully. I express my boundless thanks to my classmates, family members and all those who assisted me for the preparation of this report.

TABLE OF CONTENT
Chapter Number Title
List of Tables List of Charts Abstract

Page No.

INTRODUCTION
1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 Introduction to the study Industry profile Company Profile Statement of the Problem Objective of the Study Scope of the Study Research Methodology Limitations of the Study 1 2 6 14 15 16 17 19

II III IV

REVIEW OF LITERATURE/THEORETICAL 20 BACKGROUND DATA ANALYSIS AND INTERPRETATION


24

FINDINGS AND SUGGESTIONS, 41 CONCLUSION APPENDIX (QUESTIONNAIRE, Other materials), BIBLIOGRAPHY

LIST OF TABLES
Table No. 3.1 3.2 3.3 3.4 Title
Table showing Experience in dealership:

Page No.
24

Table showing Time period, being a Star Filteration 25 Systems dealer: Table showing Quality of Star Filteration Systems 26 product: Table showing Opinion of the dealer on the factor 27 which enabled them to be the dealer of Star Filteration Systems:

3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14

Table showing Opinion about credit period given by 28 STAR FILTERATION SYSTEMS: Table showing about promotional activities: Table showing Pricing compared with competitors: 29 30

Table showing Promotional activity preferred with 31 Star Filteration Systems: Table showing Timely delivery of Star Filteration 32 Systems products: Table showing Opinion the employees relation with 33 you: Table showing Factor that the dealers expect largely 34 from the company: Table showing Opinion about the proper accessibility 35 of Star Filteration Systems product: Table showing The next largest supplying brand in 36 demand: Table showing Opinion about companies over all 37 service performance today compared to last year:

3.15

Table showing After sales service given by the 38

company

3.16

Table showing dealers who recommend STAR 40 FILTERATION SYSTEMS products

LIST OF CHARTS
Chart : Title No.
Page No.

3.1 3.2 3.3 3.4

Chart showing Experience in dealership:

24

Chart showing Time period, being a Star Filteration 25 Systems dealer: Chart showing Quality of Star Filteration Systems 26 product: Chart showing Opinion of the dealer on the factor 27 which enabled them to be the dealer of Star Filteration Systems:

3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16

Chart showing Opinion about credit period given by 28 STAR FILTERATION SYSTEMS: Chart showing about promotional activities: Chart showing Pricing compared with competitors: 29 30

Chart showing Promotional activity preferred with 31 Star Filteration Systems: Chart showing Timely delivery of Star Filteration 32 Systems products: Chart showing Opinion the employees relation with 33 you: Chart showing Factor that the dealers expect largely 34 from the company: Chart showing Opinion about the proper accessibility 35 of Star Filteration Systems product: Chart showing The next largest supplying brand in 36 demand: Chart showing Opinion about companies over all 37 service performance today compared to last year: Chart showing After sales service given by the 38 company Chart showing dealers who recommend STAR 40 FILTERATION SYSTEMS products

ABSTRACT
This project work is A Study on Dealers Satisfaction With Reference To Star Filteration Systems The study was conducted with respect to dealers of the organization. The main objective of the study is to find the Dealers Satisfaction Level with Star Filteration Systems.

Customer satisfaction begins with a difficult faith. It starts with a commitment to deliver the result for each customer which is also a concern for the dealers. Thus it increases sales and profitability. The co-operation obtained from the management as well as dealers results in the development of the industry as a whole. The primary data relevant to the topic were collected through questionnaire method. The secondary data were also helpful for the preparation of the report. A sample of 40 dealers has been interviewed through the questionnaire. The data collected has been analyzed by using simple percentage method and weighted average method and have been interpreted by using pie charts and bar charts. Major findings revealed that most of the dealers are fairly satisfied with the good quality product and product availability of market. But they are not much satisfied with credit period and promotional activities given by the company.

CHAPTER-1 INTRODUCTION OF THE STUDY 1.1 Introduction


Dealers generally experience satisfaction when the performance level meets or exceeds the minimum performance expectation levels and dissatisfied when

performance fall short of expectation. The source that build customer expectation include experience with product, friends, family members, neighbors associates, consumer reports and marketing communication This study on dealers satisfaction conducted with reference to Star Filteration Systems helps to find out the satisfaction level of dealers towards company services. It suggests management the ways to motivate dealers and in turn increase company sales as well as market demand.

1.2 INDUSTRY PROFILE

1.3 COMPANY PROFILE


1.4 STATEMENT OF THE PROBLEM
In a society where there is steep erosion of values and at a time when relationship are getting strain day by day. Star Filteration Systems is a well-established organization. The STAR FILTERATION SYSTEMS parent company is well known and established organization but due to the failure of STAR FILTERATION SYSTEMS Electronics Company is facing a decline in the market sales. So the company is trying to study the best opportunities that can be utilized for taking back the lost demand of STAR FILTERATION SYSTEMS products. Thus the company wanted to know how well the dealers are satisfied with the company services and how well they contribute increasing sales as well as increasing to market demand.

1.5 OBJECTIVE OF THE STUDY


Primary objectives

To evaluate and improve the Satisfaction Level of dealers of Star Filteration Systems

Secondary objectives To find the factors influencing the dealers to deal with company To find out opinion of dealers regarding the quality, distribution and services of the company To give suggestions to management that will help in future planning and improve. To know what dealers expect from their supplying company.

1.6 SCOPE OF THE STUDY


The study of dealers satisfaction will help the company to understand and take necessary actions to improve the satisfaction level of dealers to get maximum sales. Dealer is one of those catalyst factors that boost the growth of the company. So it is very important to satisfy the dealers so as to attain maximum sales. Eventually it becomes vital to know those critical factors that determine dealers satisfaction.

1.7 RESEARCH METHODOLOGY


Research design Descriptive research was used as research design as it studies the existing state of affairs. Sampling design Population-: for the study the universe is 162. Sample size-: 40 dealers Data source Primary data: The primary data was collected using structured questionnaire from dealers. Secondary data: The secondary data was collected from Magazines, Journals, Company profile, industry profile, and official web sites. Tools for data collections Questionnaire and interviewing session Stastical tool for data analysis Simple percentage method Weighted average method Tools for analyzed data presentation Pie chart, bar chart and tables

1.8 LIMITAIONS OF THE STUDY


Limited period is an important draw back of the study.

The perception of the dealer may not be always accurate.it is having a wide area of marketing.

Dealers are scattered all over the district.

Most of the data is collected through questionnaires and interviews. So there is a chance of personal bias.

CHAPTER-II REVIEW OF LITERATURE


Marketing is essentially about marshaling the resources of an organization so that they meet the changing needs of customers on whom the organization depends. As a verb, marketing is all about how an organization addresses its markets. According to William. J. Stantion Marketing is a total system of interesting business activities defined to Plan, piece, promote and distribution want satisfying products & services to present and potential consumers A social and managerial process, by which individuals and groups obtain what they need and want, through creating and exchanging product and value with others. Customer satisfaction begins with a difficult faith; it starts with a commitment to deliver the result for each customer which is also a concern of the dealers. Hence for a manufacturing company, in order to satisfy its customers, it is highly important to satisfy its dealers, as they are the direct customers to them. Establishing satisfaction as the ultimate goal is like the other ultimate goals of business pursuit of higher profits or shareholders wealth. Perfect dealer service or satisfaction is one that meets the combined need satisfaction is a systemized service that involves the entire organization. But many organizations have yet to develop this kind of awareness of dealer satisfaction strategy In most business, the individual dealer is the pivot in the marketing effort, He is the real interface between the firm and its customers. It is the dealers interaction with consumer that given rise to a sale. So the quality of this interaction is a key determinant of marketing success. It will determine the extent to which the effort and expenditure incurred by the firm on promotion is translated to sales. Experience shows that even after generating good consumer preference of its brands through effective advertising and promotion, a firm may fail to generate sales if its dealers are weak and competitors dealers are strong. Dealership is the set of activities that market products or services 'to final consumer for their own personal or household use. It does this by organizing their

availability on a relatively large scale and supplying them to consumers on a relatively small scale. Some of the major activities of dealer are: Dealers sell to final (non-business) consumer They buy in large quantities and sell in small quantities to consumer, who buys for their own personal or household use. Dealers often buy products from a wide variety of distant, even global resources. Dealer can sell services. Dealer sells to many different consumers.

Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance (outcome) in relation to his or her expectations. As this definition makes clear, satisfaction is a function of a perceived performance & expectation. If the performance falls short of expectation the dealer is dissatisfied and if the performance exceeds expectation the dealer is highly satisfied or delighted. Dealer satisfaction: Dealer generally experienced satisfaction when the performance level meets or exceeds the minimum performance expectation levels and dissatisfied when performance fall short of expectation. The sources that build customer expectation include experience with products, friends, family members, neighbors, associates, consumer reports and marketing communication. Dealers satisfaction is business term which is used to capture the idea of measuring how satisfied as enterprises dealers are with the organization effort in the market place. Every organization has customers of some kind the organization provides products good and/or bad through the mechanism of a market place. The product the organization provides are subject to competition whether by similar products or by substitution products. The reason and organization is interested in the satisfaction of its retailers is because they make the customers to purchase the organizations products.

The state of satisfaction depends on a number of both psychology and physical variables. Satisfaction is basically a psychological state; it is a difficult thing to measure quantitatively. Satisfaction should add value to both your dealer and company. Dealer satisfaction = Actual performance Dealer expectation In most cases the individual dealer is a force recommend within the given local. He knows the consumers need, he is also in position to provide the required service. Naturally he is in a position to influence the decision of customers. can get a continuous stream of new customers at lesser unit cost. Marketing Marketing is all around us. In one form or another it is close to every individual. It affects almost every aspect of our daily life the activity of marketing is of the people, for the people and by the people. Marketing plays an important role in society by helping us satisfy our needs and wants and by helping organizations determine what to do. He builds goodwill and also wins new customers for the firm. In fact with his cooperation a firm

The Marketing Concept A dealer or retailer is any business enterprise whose sales volume primarily from retailing. Dealing includes all activities involved in selling goods or services directly to final customers for personal and industrial use. Dealing consists of the sale of good or merchandise, from fixed location such as a department store or kiosk, in small or individual lots for direct consumption by the purchaser. In commerce, a dealer buys goods or products in large quantity from manufactures or importers, either directly or through a wholesaler, and then sells smaller quantities to the end user. Dealers are at the end of the supply chain. Manufacturing marketers see the process of dealing as a necessary part of their overall distribution strategy.

Dealers Marketing Decision Dealers are always searching for new marketing strategies to attract and hold customers. In the past, dealers attracted customers with unique products, more or better services than their competitors offered, or credit cards, today national-branch manufacturers, in their drive for volume, have placed their branded goods everywhere. National brands are formed not only in department stores but also in mass merchandise discount stores, off price discount store and on the web. As a result the dealer assortments are looking more and more alike. Service differentiation among dealers has also eroded. Many departments stores have trimmed their services, whereas discounters have increased theirs. Customers have become smarter and more price sensitive. They see no reason to pay more for identical brands especially when service differences are shrinking. For all these reason many dealer today are rethinking their marketing strategies.

CHAPTER-III DATA ANALYSIS AND INTERPRETATION 3.1 Table showing experience in dealership: Attribute 1-4 4-7 7-10 Above 10 Total Analysis 85%of the respondents have an experience above 10 years in dealership. While 15% of the respondents have an experience of 7-10 years 3.1 Chart showing experience in dealership: No: of respondents 0 0 6 34 40 Cumulative respondents 0 0 6 40 Percentage 0 0 15 85 100

Percentag e
100 80 60 40 20 0 3-Jan 7-Apr 10-Aug Above 10 Percentage

Interpretations Among 40 respondents, 34 dealers have an experience of 10 years and 6 of them have an experience of 7 to10 years. From this analysis we interpret that most of the dealers are above 10 years of experience 3.2 Table showing time period, being a Star Filteration Systems dealer:

Experience 1-4 4-7 7-10 Above 10 Total Analysis

No: of respondents 0 0 11 29 40

Cumulative respondents 0 0 11 40 -

Percentage 0 0 27.5 72.5 100

72.5%of the respondents have been Star Filteration Systems dealers for more than 10 years and the remaining 27.5% have been their dealers for a time period ranging from 7 to10 years 3.2 Chart showing table sowing Time period, being a Star Filteration Systems dealer:

Interpretations Among 40 respondents, 29 dealers have been Star Filteration Systems dealers for more than 10 years and 11 of them have been dealers of this company for a time period ranging from 7to 10 years. From this analysis we interpret that most of the STAR FILTERATION SYSTEMS dealers are above 10 years of experience 3.3 Table showing Quality of Star Filteration Systems product:

Opinion Very good Good Satisfactory Poor Total

No: of respondents 14 20 6 0 40

Cumulative respondents 14 34 40 40 -

Percentage 35 50 15 0 100

Analysis It is clear that about 50% of the respondents opined that the quality of the product good. 35% states that the product quality was very good. Rest 15% stated that the quality was satisfactory. 3.3 Chart showing Quality of Star Filteration Systems product:

Interpretations Out of 40 dealers, 14 perceived that it is excellent products and 20 believe it as good products. But one important thing is that nobody rated Star Filteration Systems products as a poor. Thus majority of the dealers opined that the product quality of Star Filteration Systems is good

3.4 Table showing opinion of the dealer on the factor which enabled them to be the dealer of Star Filteration Systems:

Attributes Availability Quality Company policy Margin Total Analysis:

No: of respondents 7 26 4 3 40

Cumulative respondents 7 33 37 40 -

Percentage 17.5 65 10 7.5 100

From the table it is clear that 65% of the total population have taken the dealership because of the quality of the products.17.5% have taken because of easy availability of the products.10 % stated that company policy as the reason. Only 7.5% stated that they have taken dealership because of the margin of the products. 3.4 Chart showing opinion of the dealer on the factor which enabled them to be the dealer of Star Filteration Systems:

Interpretation Majority opined that they took the dealership because of quality of the product. Then availability of the product was the second major factor and then follows company policies. Margin was the minor factor for taking the dealership. 3.5 Table showing opinion about credit period given by STAR FILTERATION SYSTEMS: Opinion No: of respondents Cumulative Percentage

respondents Very good Good Satisfactory Poor Total Analysis: The about table depicts that 52.5%of the respondents felt that the credit period given by the company is poor. 40%of them felt it as a satisfactory. Only 7.5 % of the respondents felt it as good. 3.5 Chart showing opinion about credit period given by STAR FILTERATION SYSTEMS: 0 3 16 21 40 0 3 19 40 0 7.5 40 52.5 100

Interpretations Most of the dealers are dissatisfied with the credit facility provided by the company.

3.6 Table showing opinion about promotional activities: Opinion No: of respondents Cumulative respondents Very good 0 0 0 Percentage

Good Satisfactory Poor Total Analysis

0 17 23 40

0 17 40 -

0 42.5 57.5 100

The above table shows that 57.5 % of the respondents felt that the promotional activities provided by the organization are poor, while 42.5% of them it as satisfactory. 3.6Chart showing opinion about promotional activities

Interpretations Most of the dealers are dissatisfied with promotional activities provided by the company. But none of them felt the promotional activities were good

3.7 Table sowing pricing compared with competitors: Opinion No: of respondents Cumulative respondents Very high High 0 6 0 6 0 15 Percentage

Average Low Total Analysis

27 7 40

33 40 -

67.5 17.5 100

Almost 67.5% of the respondents felt that price of products were average.17.5% are of the opinion price was low and rest 15% stated that price was high. 3.7 Chart showing pricing compared with competitors:

Interpretations Almost all the dealers said that the price of the product is average. Some felt that the price is low. Some said that the price is comparatively high.

3.8 Table showing promotional activity preferred with Star Filteration Systems: Attributes No: of respondents Cumulative respondents Discount Gift Prize 14 7 13 14 21 34 35 17.5 32.5 Percentage

Others Total Analysis

6 40

40 -

15 100

From the table it is clear that 35% of the dealers prefer discount, 32.5% prefer prize, 17.5% prefer gift and 15% prefer other promotional activities. 3.8 Chart showing promotional activity preferred with Star Filteration Systems

Interpretation Majority of the dealers prefer discount then prize then gift and least number of dealers prefer other promotional activities such as tour packages etc.

3.9 Table showing timely delivery of Star Filteration Systems products: Opinion No: of respondents Cumulative respondents Yes No Total Analysis 32 8 40 32 40 80 20 100 Percentage

It is visible from the above table that 80% of the dealers felt that the company delivers its products at the right time and rest of the 20% felt otherwise. 3.9 Table showing timely delivery of Star Filteration Systems products:

Interpretations The company provides all its products & services to its dealers at the right time. Only a few dealers were not satisfied with the delivery system.

3.10 Table showing opinion the employees relation with you: Opinion No: of respondents Cumulative respondents Highly satisfied Average Satisfied Dissatisfied Total Analysis 9 18 13 0 40 9 27 40 40 22.5 45 32.5 0 100 Percentage

Form the above table it is clear that 45% of the dealers are satisfied with the way the employees deal with the dealers. And 32.5% of them think that it is average and only 22.5% think that the dealing of the employees are highly satisfactory. 3.10 Chart showing opinion the employees relation with you:

Interpretation Most of the dealers are satisfied with the way the STAR FILTERATION SYSTEMS employees behave with the dealers. 3.11Table showing factor that the dealers expect largely from the company: Attributes Promotional scheme Sales follow up Service Credit facility Total Analysis No: of respondents 14 2 3 21 40 Cumulative respondents 14 16 19 40 Percentage 35 5 7.5 52.5 100

From the above table it is clear that 52.5% of the dealers want credit facility to be given by the company and 35% of the dealers need promotional scheme and 7.5 % dealers need service by the company and only 5% of dealers need sales follow up from the company.

3.11 chart showing factor that the dealers expect largely from the company:

Interpretations The factors that the dealers require more is the credit facility to be given by the company and promotional activities along with it so that the dealers can increase the sales STAR FILTERATION SYSTEMS products. 3.12 Table showing opinion about the proper accessibility of Star Filteration Systems product: Opinion Yes No Total Analysis No: of respondents 35 5 40 Cumulative respondents 35 40 Percentage 87.5 12.5 100

From the above table it is clear that 87.5% of the dealers say that they have good accessibility to Star Filteration Systems products and 12.5 % believe that they have less accessibility to Star Filteration Systems products 3.13 chart showing opinion about the proper accessibility of Star Filteration Systems product

Interpretation The dealers believe that they have good accessibility to the STAR FILTERATION SYSTEMS products as the company is situated in the Palakkad district and is near to many dealers.

3.13 Table showing the next largest supplying brand in demand: Brands BEETEL NATIONAL PANASONIC TATA ORPAT GEEPAS Total Analysis Respondents 15 9 4 11 1 40 Cumulative respondents 15 24 28 39 40 Percentage 37.5 22.5 10 27.5 2.5 100

From the above table it is clear that 37.5% of the respondents felt that BEETEL is the next largest supplier in demand and 27.5% said that ORPAT is the next largest supplier in demand and just below to it comes the NATIONAL PANASONIC. TATA and GEEPAS are also competable with the demand compared to all other products. 3.13Chart showing the next largest supplying brand in demand

Interpretation The dealers of the Star Filteration Systems sensed that there is high competition prevailing in market and STAR FILTERATION SYSTEMS has to give its full effort to meet the high demand prevailing in the market. 3.14 Table showing opinion about companies over all service performance today compared to last year: Attributes Generally improved Improved Same as last year Declined Greatly declined Total Analysis Respondents 1 5 24 7 3 40 Cumulative respondents 1 6 30 37 40 Percentage 2.5 12.5 60 17.5 7.5 100

From the above table it is clear that 60% of the dealers are considering the service performance of the company as the same as previous year and 17.5% consider that it has declined and 12.5% believe that it has improved. 7.5% of the dealers think that the service performance of the company has greatly declined, and only 2.5% think that service has improved greatly. 3.14 chart showing opinion about companies over all service performance today compared to last year:

Variables Highly satisfied Moderate Satisfied Dissatisfied Interpretation

Mark 4 3 2 1

Most of the dealers felt that the service performance of the company that is given to the dealers is the same as of previous year and there is no much changes in the service provided by the company. 3.15 Table showing after sales service given by the company. Opinion No: of respondents Cumulative respondents Highly satisfied Moderate Satisfied Dissatisfied Total 10 19 8 3 40 10 29 37 40 25 47.5 20 7.5 100 Percentage

Analysis

From the above table it is clear that the after sales service of the company is moderate and the dealers are highly satisfied with the after sales service of the company.

3.15 Chart showing after sales service given by the company

3 2.5 2 1.5 1 0.5 0 After sales serv given by ice BP L


likert points

Interpretation From this Likert scale it shows that after sales service given by the STAR FILTERATION SYSTEMS above average felt by its dealers

3.16 table showing dealers who recommend STAR FILTERATION SYSTEMS products opinion No: of respondents Cumulative respondents Yes No Total 31 9 40 31 40 77.5 22.5 100 Percentage

Analysis From the above table it is clear that 77.5.% of the dealers recommend company products because of quality & after sales given by the company. 3.16 Chart showing dealers who recommend STAR FILTERATION SYSTEMS products

Interpretation Majority of dealers suggest the STAR FILTERATION SYSTEMS products to their products.

CHAPTER V FINDINGS, SUGGESTIONS AND CONCLUSION


FINDINGS For majority of dealers the factor that induces to take dealership is due to the high quality and availability of the products.

When compared to competitors, price of the Star

Filteration Systems products are less.

Majority of the respondents opinion credit facility and

promotional activities as factor from Star Filteration Systems.

72.5% of the dealershave been associated with Star

Filteration Systems for more than 10 years.

good.

Majority of the dealers felt that the product quality is

65% of the respondents have taken up Star Filteration

Systems dealership because of its quality.

Most of the respondents opinion that they are not

satisfied with the credit period by Star Filteration Systems. Maximum of the dealers are dissatisfied with

promotional activities provided by the company The company provides all its products & services to its

dealers at the right time. the company.

Dealers require more is the credit facility to be given by

The dealers rely on that they have good accessibility to

the Star Filteration Systems products. After sales service given by the company is moderate. Most of the dealers are satisfied with the way the

employees deal with the dealers.

According to the dealers the major strength of the

company is its brand image and quality, and the weakness is not providing sufficient credit period.

The dealers of the Star Filteration Systems sensed that

there is high competition prevailing in market. After sales service given by the company is moderate. 60% of the dealers said that the service performance

given by the company to the dealers compared to last year has same.

SUGGESTIONS Based on the detailed study conducted, some suggestions were given to the company to maintain dealer satisfaction as well as increase market demand. The management can provide enough credit facility to

dealers which in turn, will increase the bulk purchase of dealers. The company should introduce more promotional

activities like advertisement, POP (point of purchase) that will help to increase the demand of the products.

time.

Dealers should consider the demand of people time to

time so that they come to know what people want in a particular period of

The dealers can be provided with good profit margin for

the sale of the product by the company which will motivate them to sell Star Filteration Systems products more than compared to others. Company can give offers such as discounts,

commission, incentives, allowance and special advertisement and dealers contest which in turn will increase the sales volume which in turn will increase the sales volume. Company must give its full effort to meet the high

demand prevailing in the market. Company can conduct short term dealer training to

impart the dealers knowledge about customers, about products, about competition, and about sales technique. Company can also offer tour packages to motivate

dealers to increase their morale. sales service. For the complete satisfaction of dealers and customers,

the company should be very prompt in sales follow up, feedback, and after

CONCLUSION The study was conducted in Kerala. The project was conducted to study about the Dealers Satisfaction with reference to Star Filteration Systems Palakkad. The sample consisted of 40 dealers in Kerala as several districts. From the study it can be concluded that, most of the dealers are satisfied with the quality of Star Filteration Systems products.

Star Filteration Systems is a leading electronics and Telecommunications Group in India. The company established its image as a reliable and strong brand in the consumer durables market, a reputation that it still enjoys. Many Multinational Companies have also entered the Indian telecom industry. So the company is facing high competition. The company expects hardworking employees and the whole hearted support from the government. Whatever it is the Dealers Satisfaction of the company is satisfactory, they opined that further improvements can be made in case of market demand and service to dealers.

APPENDIX Questionnaire A study on dealers satisfaction with reference to Star Filteration Systems pvt ltd Delhi Name -:

Address : Experience in dealership? 1- 4 years 4-7 years

7- 10 years

above 10 years

How long you are dealing with Star Filteration Systems product?

1- 4 years

4-7 years

7- 10 years

above 10 years

What do you feel about quality of Star Filteration Systems product?

Very good

Good

Satisfactory

Poor

Which factor enables you to be the dealer of Star Filteration Systems product?

Promotional scheme

Quality

Company policy

Margin

What do you feel about credit period given by STAR FILTERATION

SYSTEMS? Very good Good

Satisfactory SYSTEMS? Very good

Poor

What do you think about promotion activities given by STAR FILTERATION

Good

Satisfactory

Poor

What do you feel about the price of Star Filteration Systems product?

Very high

High

Average product? Discount

Low

What type of promotional activity do you prefer with Star Filteration Systems

Gift

Prize to you in time? Yes Are you dealing with other companies? Yes

Others

Whether the expected quantity of Star Filteration Systems product is supplied

No

No

If yes, specify

Do you have proper accessibility of Star Filteration Systems product?

Yes If yes, specify

No

What do you feel about the employees dealing with you in STAR

FILTERATION SYSTEMS? Highly satisfied Satisfied

Average

Dissatisfied

Which factor that you expect from Star Filteration Systems

Promotional scheme

Sales follow up

Service

Credit facility

Do you recommend your customers about your STAR FILTERATION

SYSTEMS product? Yes No

If yes, specify

Do you have any suggestions to improve the quality of Star Filteration

Systems product? Yes No

If yes, specify

What do you feel about after sales service given by STAR FILTERATION

SYSTEMS? Highly satisfied Satisfied

Moderate

Dissatisfied

BIBLIOGRAPHY

Books: 1. Kotler and Amstrong (2002), Principles of Marketing Prentice Hall of India Private Ltd. 2. 3. C.R Kothari(2004), Research Methodology, New Age International Pvt.Ltd. Leon .G. Schifman ,Leslie Lazar Kanuk (2002) Consumer Behavior ,9th Edition, Pearson Educational Publishers.

Websites: http://www.indiamart.com/Star Filteration Systemstelecom-pvtltd/aboutus.html

http://en.wikipedia.org/wiki/STAR FILTERATION SYSTEMS_Group http://btlsnet.com/company/company.htm