LF 2020

LOBOSA FOOD AND BEVERAGES
DECLARATION
I here declare that this project titled as “CUSTOMERS SATISFACTION” in
LOBOSA FOOD AND BEVERAGES, GADAG I have prepared it as my academics
during the year 23th NOV 2019 to 23 th DEC 2019, for the partial fulfillment of degree of
“Bachelor of Business Administration”, by Karnataka University, Dharwad under the
guidance of supervision Ms. Salma.Nadaf faculty of J.T.College of BBA, Gadag.
To the best of my Knowledge and belief the matter presented in this report has
not been submitted earlier for the award of any other degree or diploma. This report
prepared by me on my efforts.
Date: 06-02-2020 NAYANA R VERNEKAR
Place: Gadag BBA IV Semester
KLE’S J.T COLLEGE OF BBA, GADAG Page 1

ACKOWLDGEMENT
“Genius is an infinite capacity for taking positive sentiments”
This project is a great opportunity to express my heartily thanks to those who

timely supported me a long way, in the completion of this Project Report.
First and for most, I would like to express my sincere thanks to Mr. M.N.
KABADI, Mr. N.N. KABADI, Mr. L.N. KABADI partners of LOBOSA FOOD AND
BEVERAGES, GADAG for their kind guidance and valuable suggestions in project.
I acknowledge gratefully, the assistance and co-operation of the management

and employees of LOBOSA FOOD AND BEVERAGES, GADAG
At the same juncture, I would like to thank our coordinator MISS RANJITA
ALUR & internal guider PROF. SALMA.NADAF for her valuable suggestions in the
completion of this project.
I also owe thanks to my sincere thanks and DEDICATE my work to my

PARENTS, who have always been a moral support and stood by me in all the walks of
my life with cheer enthusiasm.
Date: 06-02-2020 NAYANA R VERNEKAR
Place: Gadag BBA IV SEM

SI.NO CONTENTS PAGE.NO
1 EXECUTIVE SUMMARY
2 INDUSTRIAL PROFILE
3 COMPANY PROFILE
4 INTRODUCTION TO STUDY
5 RESEARCH METHODOLOGY
6 DATA ANALYSIS AND

INTERPRETATION
7 FINDING
8 SUGGESTION
9 CONCLUSION
10 BIBLIOGRAPHY
11 ANNEXURE

CHAPTER 1
EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
INTRODUCTION:
Customer satisfaction with a company’s product or service is often seen as the key to a
company’s success and long-term competitiveness. In the context of relationship marketing,
customer satisfaction is often viewed as a central determinant of customer retention.
Measuring satisfaction and building a satisfaction survey requires at least a basic knowledge of
the satisfaction measurement literature, combined with our own customer satisfaction
experiences. This brief theory regarding customer satisfaction provides such an introduction to
the theoretical and methodological underpinnings of satisfaction research.
Customer satisfaction is the most common of all marketing surveys and is part of the “big
three” research studies in marketing that includes market segmentation and concept testing.
The project title “A Study on Customer Satisfaction Of lobosa Food and Beverages, with
reference to lobosa PFL tea Gadag”.
The project was successful and very valuable inputs were obtained from the project. Area of the
study was limited to Gadag city only. The methodology adapted through the help of
questionnaire with survey method and result obtained according to the nature of questions asked.
A. TITLE OF THE PROJECT

“A Study on customer satisfaction towards LOBOSA FOOD AND BEVERAGES,
with reference to lobosa PFL tea GADAG.”
B. OBJECTIVES
 To know the level of customer’s satisfaction of product quality of lobosa PFL
Tea.
 To know the factors influencing the satisfaction level of customers.
C. NEED OF THE STUDY

There is lot of competition in this sector and customer preferences, tastes are changing
from time to time to meet the customer needs and satisfy them the study has to be done.

D. SCOPE OF THE PROJECT

 LOBOSA Tea is largest domestic Tea manufacturer in Karnataka. The customer’s
satisfaction is one of the key factors that affect the sustainable growth of the
company which is a most to meet the market competition.
 A detail study on this topic will help Lobosa Tea to measure the satisfaction level
of customers in different aspects.
E. LIMITATION OF THE STUDY
 Due to respondent busy schedules, the interests shown by respondents to answer

the questionnaire may be less. This may have resulted in collecting inaccurate
information
 Due to time and cost constraint the sample size selected is 100.
 The selected sample size is small as compared to total number of customer s.

Hence the obtained result may not be accurate as it may not represent the whole
population.
 The project is open for further improvement of the work.
F. OBJECTIVE OF THE STUDY

 To study basic concepts of various departments like finance, marketing and sales.
 To know scope of business.
 To study the turnover of the company.
 To acquire knowledge of running company in an effective way.
 To learn strategies of improving sales.
 To complete our In- plant training successfully and with truthful result to the
company.
 To have the practical knowledge of the company.

RESEARCH METHODOLOGY
1. In process of study the following steps were adopted to find out the facts and features of
LOBOSA FOOD AND BEVERAGE.
2. Analyzing the function performed by various department.
3. Observing the actual working of various departments.
4. Study the objectives, growth & achievements of each department in particular and the
organization as a whole.
5. To obtain the opinion of different personnel in various department on the organizational
policies and method.
SOURCES OF DATA
The data collected by both primary and secondary data.
I. PRIMARY DATA
Primary data was collected through observation. Direct interview with the officials.
Questionnaires with stratified sample of 100 respondents have been taken for carrying out the
study.
II. SECONDARY DATA
Organizational Manual, Books, Journals & Annual Reports of organization constitutes the
sources of secondary data.
Sample size: 100 respondents
Sampling unit: Lobosa food and beverage.
Measuring tool: Questionnaire

CHAPTER-2
INDUSTRIAL PROFILE

HISTORY OF THE INDUSTRY:
The history of tea is long and complex, spreading across multiple cultures over the span
of thousands of years. Tea likely originated in Yunnan, China during the Shang Dynasty (1500
BC–1046 BC) as a medicinal drink. The earliest credible record of tea drinking dates to the 3rd
century AD, in a medical text written by Hua To. Tea was first introduced to Portuguese priests
and merchants in China during the 16th century. Drinking tea became popular in Britain during
the 17th century. The British introduced tea production, as well as consumption to India, in order
to compete with the Chinese monopoly on tea
HISTORY OF TEA IN INDIA
The cultivation and brewing of tea in India has a long history. Commercial production of

tea in India begins after the conquest of large areas by the British East India Company, at which
point large tracts of land were converted for mass tea production. The widespread popularity of
tea as a recreational drink begins in earnest in the 1950s, after a successful advertising campaign
by the India Tea Board.
Today, India is one of the largest tea producers in the world, although over 70 per cent of
its tea is consumed within India itself. A number of renowned teas, such
as Assam and Darjeeling, also grow exclusively in India. The Indian tea industry has grown to
own many global tea brands and has evolved into one of the most technologically equipped tea
industries in the world.
Banks have also been instructed to increase the lending period to over 13 years. Tea was
first introduced into India by the British, in an attempt to break the Chinese monopoly on
tea. The British, "using Chinese seeds, plus Chinese planting and cultivating techniques,
launched a tea industry by offering land in Assam to any European who agreed to cultivate tea
for export." Maniram Dewan (1806-1858) was the first Indian tea planter.

Tea was originally only consumed by Anglicized Indians, and it was not until the 1950s
that tea grew widely popular in India through a successful advertising campaign by the India Tea
Board. Prior to the British, the plant may have been used for medicinal purposes. Some cite
the Sanjeevani tea plant first recorded reference of tea use in India. However, studies have shown
that Sanjeevani plant was probably a plant unrelated to the tea plant (Camellia sine sis) and is
likely to refer either to Selaginella bryopteris or to Desmotrichum fimbriatum.
In the early 1820s, the British East India Company began large-scale production of tea
in Assam, India, of a tea variety traditionally brewed by the Singpho tribe. In 1826, the British
East India Company took over the region from the Ahom kings through the Yandaboo Treaty. In
1837, the first English tea garden was established at Chabua in Upper Assam; in 1840, the
Assam Tea Company began the commercial production of tea in the region, run by indentured
servitude of the local inhabitants. Beginning in the 1850s, the tea industry rapidly expanded,
consuming vast tracts of land for tea plantations. By the turn of the century, Assam became the
leading tea producing region in the world.
"The tea cultivation begun there [India] in the nineteenth century by the British, however,
has accelerated to the point that today India is listed as the world's leading producer, its
715,000 tons well ahead of China's 540,000 tons, and of course, the teas of Assam, Ceylon (from
the island nation known as Sri Lanka), and Darjeeling are world famous. However, because
Indians average half a cup daily on per capita basis, fully 70 percent of India's immense crop is
consumed locally."
MODERN TEA PRODUCTION IN INDIA
India was the top producer of tea for nearly a century, but recently China has overtaken
India as the top tea producer due to increased land availability. Indian tea companies have
acquired a number of iconic foreign tea enterprises including British brands Tetley and Typhoo.
India is also the world's largest tea-drinking nation. However, the per capita consumption of tea
in India remains a modest 750 grams per person every year due to the large population base and
high chhass (A milk product) consumption. Recently the consumption of Green tea has seen a
great growth potential in India. The market is growing by over 50% y-o-y and is expected to
reach a size of INR 6000 crore from its current size in year 2013 of approx. INR 1500 crore. This

is primarily driven by the increasing disposable income of middle class Indian, who are willing
to spend more money on their personal health and well being. The major tea-producing states in
India are: Assam, West Bengal, Tamil Nadu, Kerala, Tripura, Arunachal Pradesh.
GOVERNMENT AND THE INDIAN TEA INDUSTRY:-
The Indian tea industry as the second largest employer in the country has enjoyed the
attention of the Indian government. When export sales went down, the government has been
sympathetic to the demand of the industry and its cultivators. It has passed resolutions supporting
the industry domestically and has also lobbied extensively with organizations like
the WTO internationally.
The Indian administration along with the European Union and other countries

(Brazil, Chile, Japan, South Korea and Mexico) filed a complaint with the WTO against the Byrd
Amendment which was formally known as the Continued Dumping and Subsidy Offset Act of
2000 legislated by the US. The essence of this act was that non-US firms which sell below cost
price in the US could be fined and the money given to the US companies who made the
complaint in the first place. The act adversely affected the commodities business of the
complainant states and has since been repealed after WTO ruled the act to be illegal.
Furthermore, the Indian government took cognizance of the changed tea and coffee
market and set up an Inter-Ministerial Committee (IMC) to look into their problems in late 2003.
The IMC has recommended that the government share the financial burden of plantation industry
on account of welfare measures envisaged for plantation workers mandated under the Plantation
Labour Act 1951. Moreover, IMC has recommended to introduce means so that the
agricultural income tax levied by the state governments can be slashed and the tea industry be
made competitive. It has recommended that sick or bankrupt plantation estates should be
provided with analogous level of relaxation for similarly placed enterprises/estates as are
available to industries referred to BIFR.
A Special Tea Term Loan (STTL) for the tea sector was announced by the Indian
government in 2004. It envisaged restructuring of irregular portions of the outstanding
term/working capital loans in the tea sector with repayment over five to seven years and a

moratorium of one year, which was to be on a case to case basis for large growers. The STTL
also provides for working capital up to Rs. 2 lakhs at a rate not exceeding 9% to small growers.
In addition to these measures, the Tea Board plans to launch a new marketing initiative, which
will include foray into new markets such as Iran, Pakistan, Vietnam and Egypt. It also plans to
renew its efforts in traditional markets like Russia, the UK, Iraq and UAE. Noteworthy is its
intent to double tea exports to Pakistan within a year.
Assam Orthodox Tea is set to receive the Geographical Indications (GI) exclusivity. A GI

stamp identifies a certain product as emanating from the territory of a WTO member or region or
locality in that territory, where a given quality, reputation or other characteristic of the good is
essentially attributable to its geographic origin.
The Cabinet Committee on Economic Affairs set up the Special Purpose Tea Fund
(SPTF) under the tea Board on December 29, 2006. The aim is to fund re-plantation and
rejuvenation (R&R) programme in the same year, Tata Tea entered into an agreement to take
over Jamaica, which controls a 26 percent market share in the Czech Republic.
The CCEA gave its approval for pegging the subsidy at 25 per cent and adoption of a
funding pattern of 25 per cent promoter's contribution, 25 per cent subsidy from the government
and 50 per cent.
In 2013 , Union Ministry of Commerce and Industry chose five countries which account
for 42 per cent of the total tea exported from India – US, Russia, Kazakhstan, Iran and Egypt ,
for intensive promotional intervention through five specific activities over five years Data from
the Tea Board of India showed that last year, tea production in the country was pegged at 1,126
million kg. During January to August, tea production has risen by 6.2 per cent to 705 million kg
as compared to 664 million kg during the corresponding period of last year.
Despite the rise in production, India continues to import tea. The total supply of tea,
including imports, is likely to be around 1,200 million kg this year. It has grown by a
compounded annual growth rate (CAGR) of 4.5 per cent in the last three years till 2012. Total
demand, on the other hand, including exports, has grown by a CAGR of around 1.5 per cent.

In 2012, the total supply of tea, including imports, was 1,147 million kg, while total
demand, including exports, was 1,096 million kg, according to data from the Tea Board of India.
Paras Desai, Executive Director, Wagh Bakri Tea Group noted, “Till August, the growth
in tea production has been above the CAGR of the last three years. With growth of around 5 per
cent for the full year, this will translate into production of around 1,180 million kg. Together
with imports of about 20 million kg, the total tea supply would be about 1,200 million kg this
year.” He further added that the Assam Valley, Dooars and Terai regions, which together
contribute to 60 per cent of total production, have shown good growth. “Production in these
regions will be higher in September and October also, and we expect overall growth of 5 per
cent. Though production in South India has gone down during this period, we expect production
figures to improve in the next two months due to good rains,” he added.
For the first quarter of January to March 2013, exports rose by about 34 per cent to 59.8 million
kg. “Even if exports were to rise by 15 per cent as compared to last year, we would have more
than 900 million kg of tea left for domestic consumption,” said Desai.
Data from the board suggests that over the last two years, Indian tea production has exceeded
total demand. However, despite excess production, the price of quality teas has moved up over
the last year.
SPECIALTY TEA AMONG TOP BEVERAGE TRENDS OF 2016
The latest trend forecast by Baum + Whiteman, a team of influential restaurant

consultants based in New York, identifies specialty tea, handcrafted sodas, vermouth and sour
beer as some of the beverage trends to make headlines in 2014. According to the report, coffee
giant Starbucks is positioned to lead many of those categories. Teavana is expected to make
further inroads in the specialty tea market, whereas Evolution Fresh, acquired by Starbucks in

2012, will benefit from increasing popularity of juice bars next year. Baum + Whiteman claim
artisanal sodas will be the next big hit in the soda category in 2014, as at-home machines enable
consumers to prepare fizzy drinks with quality syrups. The alcoholic beverage market is
expected to witness a rediscovery of vermouth and the spread of sour beers brewed with wild
yeasts and aged in wood barrels.
-: CURRENT SCENARIO OF TEA INDUSTRY:-
The Convention is aimed at reinforcing the salient and unique features of Indian teas to
the tea fraternity across the world. This showcasing will offer a great opportunity to various
buyers in the global tea market. Other events include the "The Golden Leaf India Awards", a
special focus session on South Indian teas which has put in tremendous efforts towards further
enhancing their quality profile and an Exhibition cum trade fair.
As one of the largest tea economies of the world, IITC provides a face to the Indian tea
industry, a forum for interaction and showcasing of teas. This is all the more important because
India grows tea in various geographical regions far apart from each other. One representative,
"all India" event such as this serves as one stop base for the entire industry.
Among the various constraints that characterize the tea production, some the problems
include poor management practice, old age of tea bushes and other infrastructural issues.
Besides, there are also quality aspects such as lack of standardization and quality with respect to
packing, pesticide and MRL problems that affect export of Indian teas.
A market promotion scheme has been conceptualized to meet the challenges faced by the
Indian tea industry in the domestic front (declining consumption) and in international market
(competition and declining exports, lower price realizations, etc).
Thus the broad objective of the scheme is to increase the domestic consumption of tea
and export of Indian tea and also promote the Indian brands in the world market by supporting
the exporters in their marketing Endeavour. The major beneficial impact of the scheme would be
in the form of stabilization of domestic prices by maintaining a fine balance between the
production and demand. By exporting around 200 million kg of tea per annum it should be
possible to bring in stability to the market condition within the country.

The present Tea Board, set up under Section 4 of the Tea Act 1953, was constituted on
April 1, 1954 functioning as a Statutory Body of the Central Government under the Union
Ministry of Commerce & Industry. While the Tea Act mainly focuses on controls, the scope of
the Tea Board's activities over the years has considerably changed. Currently the Tea Board is
functioning as an apex body concerned with overall development of the tea industry in India by
providing necessary assistance for R & D activities.
These activities are aimed at increasing production, productivity and quality; facilitation
of trade and promotion of exports so as to ensure maximum returns to the producers, including
small growers, as also safeguarding the interests of the workers and the consumers. They are also
aimed at gathering statistical and other relevant data.
-: FUTURE OF TEA INDUSTRY:-
As a part of its commitment to promote the Tea sector, the Tea Board of India, set up
under Ministry of Commerce & Industry has extended its support to the 2nd Edition of “World
Tea & Coffee Expo”, India’s only International trade fair dedicated to the Tea & Coffee sectors.
The event is to be held at Bombay Exhibition Centre, Mumbai, India from Thursday 6th Feb
2014 to Saturday 8th Feb 2014. Tea Board of India has always been at the forefront of promoting
Tea and has always taken proactive steps to address issues related to the Hot Drinks sector in
India. The Tea Board of India decided to support this trade event since it shares a common goal
with the show viz. promoting Hot Drinks in India. This niche expo is organized by the Mumbai
headquartered Sentinel Exhibitions Asia P Ltd, a company engaged in managing and organizing
trade events.
Says Mitesh M Kapadia, Director, Sentinel Exhibitions Asia P Ltd, “Hot drinks are
witnessing positive growth since the last few years thanks to intensive marketing campaigns by
players, launch of innovative products,
In addition to showcasing brands, products, machinery, retail Chains, accessories &

technologies, WTCE 2014 will have Dedicated Innovations Display Zone, Interactive Demo
areas (featuring Exotic Tea Tasting / Brewing sessions, Latte Art championships, Recipes and a
lot more) as also Seminars & Conferences by Global Industry leaders & Policy makers to
determine future trends in the Hot Beverage segment. The seminars will analyses prime factors
influencing the sector and identify the sectors driving growth. With an anticipated turnout of
over 6000 Business Visitors including International buying delegations, WTCE 2014 promises to
offer huge potential for franchising, marketing alliances, appointing Distributors, bulk orders,
joint ventures and overall branding.
CHAPTER-3
COMPANY PROFILE

COMPANY BACKGROUND:-
Since 1962 Lobosa Tea had been spreading freshness to the masses. Mr.Narayanasa
Lobosa Kabadi had a dream of making tea a household beverage, which was then a privilege that
only elite class cherished. He toiled hard to accomplish his dream. He began his journey with a
bicycle, small cash in hand, and dedication in heart.
He would purchase the high quality, perfectly blended and great tasting tea powder from
the higher altitude regions, and made it available to the consumers at the price that would suit
their budget. This all he did on his bicycle. The tea gained popularity among the consumers and
he named the brand “LOBOSA” after his beloved father Mr. Lobosa Kabadi. Presently his sons
Manjunath Kabadi and Nagaraj Kabadi are taking care of the business.
Later on, due to consumer's demand Lobosa Tea introduced its variants. The expectations
of consumers grew and it motivated them to come up with a modified beverage. Their master
blenders made a juicier, tastier, and healthy colored tea, Lobosa Mix. The sale of last year was
200 tons and annual turnover of Rs. 2, 00, 00,000. Target planned sale of next year is above Rs.
3, 00, 00,000. Personal selling is the main strength of the owner.
They procure raw materials of tea powder from Cochin, Coimbatore. Today Lobosa is
one of the top selling tea brands in South-India.

 Location:-
The company is located in Kabadi building, near Hatalgeri Naka, Gadag District.
 Surrounding Area:-
Lobosa Food & Beverages is located in the heart of Hatalgeri Naka, which is near to
Railway Station.
 Land & Building:-
The unit owns 10,000 square feet of land at Kabadi building, Hatalgeri Naka, Gadag.
 Machinery Installed:-
A. Blending machine
B. Automatic packing machine
C. Bag closer
D. Weight and measurement machine
 Constitution:-
A. It is a sole proprietorship concern.
B. It manufactures tea powder under the brand name Lobosa.
C. Punch line: “Swadesh Chai Piyo Asali Swad Pavo ".
 Power:-
The unit has already been connected with 10HP power which is sufficient. Water is not
used for any purpose during the process of manufacture.
 Man Power:-
A. The main resource person is Mr. Manjunath. Kabadi who supervises the production.
B. There are 30 unskilled workers who work on the entire production process.
C. The daily wages have been fixed for workers on various stages of production.
COMPANY VISION, MISSION, OBJECTIVES AND GOALS:-
VISION:-
Follow the core values and the ethics of business and deliver best quality in cost-effective way.
Be beneficial for people, environment and business.
MISSION:-
Aspire to become a household tea brand name by building credibility for quality and taste.
OBJECTIVES:-
 Quality products
 Prompt delivery
 Customer satisfaction
 New technologies
GOALS:-
 To improve distribution channel.

 Penetrate new market segments with product variants.

 Make an effort to evaluate tea and implement measures to make it further refined.
-: COMPANY PROFILE:-
Name of the organization LOBOSA FOOD & BEVERAGES
Year of establishment 1962
Address Lobosa Food & Beverages,
Kabadi building,
Hatalgeri Naka,
Gadag, ( Karnataka) 582101
Type of business Partnership firm
Management Manjunath .N. Kabadi
Lobosa .N. Kabadi
Nagaraj .N. Kabadi
Brand name LOBOSA TEA
Annual turnover 3,00,00,000
E-mail www.lobosatea.com

Telephone (08372) 236871

SWOT ANALYSIS:-
STREGNTHS:
 Well connected with roads

 Good machinery
 Demand for the product
 Proper supply of raw materials
WEAKNESS:
 Lack of research and design

 Low labor productivity
 Unskilled labor
OPPORTUNITIES:-
 Existence of a large market

 Market expansion
THREATS:-
 Globalization and liberalization policy of the government

 Competition in the market
 Employee turns over
-: ACHIEVEMENTS OF LOBOSA FOOD & BEVERAGES:-
The company's achievement related to its sales was Rs. 1, 10, 27,673 from 2009-10 and
Rs. 1, 75, 01,505. The net profit was Rs. 5, 65,938.03 and Rs. 6, 12,044.58 during the year 2009-
10 and 2011-12 respectively.

-: ORGANISATION STRUCTURE:-
PARTNERS
MANAGER
PACKAGING DEPT MARKETING FINANCE DEPT HUMAN RESOURCE

DEPT DEPT
SUPERVISOR SUPERVISOR SUPERVISOR SUPERVISOR
WORKERS WORKERS WORKERS WORKERS

DEPARTMENTS
PRODUCTION DEPARTMENT:-
Production department is a section of a company that is responsible for manufacturing

products and services. It is headed by the production manager who is charged with the
responsibility of turning inputs into finished outputs through a series of production.
Manufacturing process of tea powder involves the following steps:-
 Tea powder blending

 Mixing of blended tea powder with flavor and permitted food color
 Weighing and Packing
Packing tea powder in plastic with proper weighing i.e. Re 1 pouch, 50 gram,100
gram,250 gram,500 gram,1kg,5kg,10kg,15kg, and 25kg.
Product Name: LOBOSA (blended tea powder)
Brand Name: LOBOSA TEA
Punch Line:”Swadeshi Chai Piyo Asali Swad Pavo”

Whole sale price: Rs 60/- to Rs 100/- per kg.
MARKETING DEPARTMENT
Marketing department is defined as the management process through which goods and
services move from concept to the customer. It includes the coordination of four elements called
the 4P’s of marketing, i.e.., product, price, place, promotion.
OBJECTIVES:
 Customer satisfaction through quality

 Achieve sales targets
 Appointment of distributors

 Planning and implementing promotional activities
MODE OF SALES:
Manufacturer Final Consumers
Manufacturer Retailers Final Consumers
Manufacturer Wholesalers Retailers Final consumers
COMPETITORS OF LOBOSA FOOD AND BEVERAGES:
 TATA TEA
 KANAN DEVAN
 3 ROSES
 RED LABEL
 BROOKE BOND
 Past sales: The company lobosa food and beverages has achieved sales for the last year
sales of Rs 2, 00, 00, 000.
 Term of business: It is a buyer market so payment is made after sale of tea powder to
wholesalers and retailers. There are some credit facilities, installment facilities and easy
payment available to wholesalers & retailers.

FINANCE DEPARTMENT:-
Finance department is defined as the part of an organization that manages it money. The
business functions of a finance department typically include planning, organizing, auditing,
accounting for and controlling its company’s finances. The finance department also usually
produces the company’s financial statements.
OBJECTIVES OF FINANCIAL DEPARTMET:-
 Maintenance of adequate liquid assets

 Profit maximization
 Minimizing risk
 Reduction of cost
 Controlling cost
 Wealth maximization
HUMAN RESOURCE DEPARTMENT
Human Resources is the set of individuals who make up the workforce of an

organization, business sector, or economy. “Human capital” is sometimes used synonymously
with human resources, although human capital typically refers to a more narrow view (i.e.., the
knowledge the individuals embody and can contribute to an organization).
FUNCTIONS OF HRD:
 Recruit, selection, promotion of employee.

 Training, welfare and health care of the employee
 Incentives.

-: VENDORS AND RAW MATERIALS:-
Lobosa Tea purchases raw materials from the following vendors:-
 Best tea brokers, Cochin.

 J.Thomas, Konuanur.
 Imperil tea brokers, Coimbatore.
 For bus tea marketing, Coimbatore.
 Tea service India Pvt. Ltd, Cochin, etc….
LIST OF MACHINES:-
 Blending machine
 Packing machine
 Coding machine (Date, Serial no.)
 Ceiling machine ( Plastic ceiling )
 Stitching machine
 Weighing machine
 Filling machine
 Taping machine
 Compressor machine ( Air )
 Conveying machine ( Moving of materials )
These machines have been imported from Faridabad, Delhi, Chennai, Baroda, Bangalore, and
Mumbai.

Product Profile:- A blend of good health and savoring taste is the lobosa food and beverages
offering through its healthy tea the collection of lobosa tea that they offer includes
1. Lobosa Mix-3
2. Lobosa PFL
3. Lobosa Mix No-11
4. Lobosa classic
5. Lobosa Mix No-8
6. Lobosa Mix No-1
7. Lobosa Assam mamri gold
8. Lobosa Mix No-9
9. Lobosa star
The series of is developed using the handpicked leaves sourced from known tea garden
around the nation. Also, thus provides it in stable packaging to ensure its freshness and
quality

1. Lobosa Mix -3:
Boost up your senses and provide your body with the goodness of flavonoids by drinking
the Lobosa Mix -3. This Lobosa Mix-3 composed using exotic tea-leaves and has a
lingering flavor, which is sure to help one get going with the daily work. They are
offering Lobosa Mix -3 in suitable packaging at most affordable prices.
2. Lobosa PFL:
Offering Lobosa PFL this is made using the handpicked leaves and ensures excellent
quality. The Lobosa PFL is refreshingly health drink that revives both taste and mood.
They provide Lobosa PFL in a 5 kg family pack to serve one through the month with
exotic flavor and great taste. Also, they make it available in different quantities, at
affordable prices.

3. Lobosa Nilgiri:
Lobosa Nilgiri is processed from the handpicked leaves sourced from the hill of in Tamil
Nadu. The Lobosa Nilgiri is highly aromatic, intensely flavored and darker in color than
most others. They are offering Lobosa Nilgiri, which is celebrated both nationally and
intentionally in different quantities. Also, provide Lobosa Nilgiri at competitive prices.
4. Lobosa Mix No:11:
Lobosa Mix no.11 is great start to the morning as it is enriched with pure health and
exciting flavor. One can embrace good health and refresh one’s mood with the lobosa mix
no 11 and experience the first hand pleasure. To the top, they are offering it in different
quantities at most affordable prices

5. Lobosa Classic Tea:
Lobosa classic tea is developed with the touch of classic flavor and handpicked leaves.
They are offering Lobosa classic that is an amalgam of rich taste and healthy leaves and
herbs. The Lobosa classic is developed under hygienic environment and ensures purity.
Also, provide it in different packaging at most affordable prices.
6. Lobosa Star:
Take a sip of our Lobosa Star and indulge your senses with freshness.. Our Lobosa Star
are developed from the hand-picked leaves and ensures purity.. Our Lobosa Star features
great taste and enticing flavor.. Our Company provide Lobosa Star in safe packaging and
in different quantity size.

CHAPTER-4
LITRETURE REVIEW

Meaning:-
Customer satisfaction measures how well the expectations of a customer concerning a product
or service provided by your company have been met.
Customer satisfaction is an abstract concept and involves such factors as the quality of the
product, the quality of the service provided, the atmosphere of the location where the product or
service is purchased, and the price of the product or service. Businesses often use customer
satisfaction surveys to gauge customer satisfaction. These surveys are used to gather
information about customer satisfaction. Typical areas addressed in the surveys include:
 Quality of product
 Value of product relative to price - a function of quality and price
 Time issues, such as product availability, availability of sales assistance, time waiting at
checkout, and delivery time
 Atmosphere of store, such as cleanliness, organization, and enjoyable shopping
environment
 Service personnel issues, such as politeness, attentiveness, and helpfulness
 Convenience, such as location, parking, and hours of operation.
Measuring Customer satisfaction:-
Organization are increasing interested in retailing existing customer while targeting non
customer; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
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.
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. 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 organizations products. Because satisfaction is
basically a psychological state, care should be taken in the effort of quantitative measurement,
although a large quantity of research. In this area has recently been developed. Work done by
berry (Bart Allen) and brodeur between 1990 and 1998 defined ten ‘ quality values’ which
influence satisfaction behavior , further expanded by berry in 2002 and known as the ten
domains of satisfaction . These ten domains of satisfaction include: Quality, value , timeliness,
efficiency , ease of access, Environment ,Inter-departmental teamwork , front line service
behaviors , Commitment to the customer and innovation . These factors are emphasized for
continuous improvement and organization change measurement and are most often utilized to
develop the archaic for satisfaction measurement as an integrated model. Work done by
parasuraman , Zeithaml and berry (Leonard L) between 1985 and 1988 provides the basic 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
Improving customer satisfaction:-
Published standard exist to help organization develop their current levels of customer satisfaction
. THE INTERANATIONAL CUSTOMER SERVICE INSTITUTE (TICSI) has released the
international customer service standard (TICSS). TICSS enables organization to focus their
attention on delivering excellence in the management of customer service, whilst at the same
time providing recognition of success through a 3rd party registration scheme. TICSS focuses an
organization a service quality model.
TICSS service quality model uses the 5p’s-policy, processes, and people, premises,
product/services, as well as performance measurement. The implementation of a customer
service standard should lead to higher levels of Customer satisfaction, which in turn influences
customer retention and customer loyalty.


CHAPTER-5
DATA ANALYSIS AND

INTERPRETATION

1. How often do you have Tea?

Respondents %
Once in a day 16 16%
Twice in a day 50 50%
Thrice in a day 25 25%
More than thrice 9 9%
Total 100 100%
Respondents(%)
60
50
40
Respondents
30
20
10
0
once in a day twice in aday thrice in aday More than thrice
INTERPRETATION
Overall response of 100 respondents
As per the survey conducted to know the customer intake of the tea it may interpreted that 50%
of the respondent said twice in a day and 25% said thrice in a day.

2. Which brand do you prefer?
Respondents %
Brook bond 40 40%
Kannan devan tea 25 25%
Taj tea 20 20%
Wagh bakri 15 15%
Total 100 100%
Respondents (%)
45%
40%
35%
30%
25% Respondents (%)
20%
15%
10%
5%
0%
brook bond kannan devan taj tea wagh bakri
INTERPRETATION
It can be interpreted that 40% of respondent prefer Brook bond and 25% prefer Kannan devan
Tea.

3. Which kind of tea do you prefer?
Respondents %
Scented tea 10 10%
Tea with no added flavor 40 40%
Masala tea 25 25%
Other tea 25 25%
Total 100 100%
Respondents (%)
45%
40%
35%
30%
25% Series 1
20%
15%
10%
5%
0%
scented tea tea with no added flavour Masala tea other tea
INTERPRETATION
It will be interpreted that 40% of the respondent prefer Tea with no added flavor and 25%
prefer Masala Tea.

4. Do you expect lobosa to come up with different varieties?
Yes No
Respondents %
Yes 43 43%
No 57 57%
Total 100 100%
Respondents(%)
60%
50%
40%
Respondents(%)
30%
20%
10%
0%
Yes No
INTERPRETATION
Overall 100 respondents
It will be interpreted that 57% of respondents said no to the different variety because they are
happy and satisfied with existing product and 43% of respondent said Yes to above question
because when the company come up with new product that bring good taste so they like that
company should come up with new product.

5. Rate your level of satisfaction based on the following factor?
Factors Highly Satisfied Neither Dis-satisfied Highly Dis-

satisfied satisfied nor satisfied
satisfied
Strong 5 12 7 2 1
flavor
Taste 10 15 3 1 1
Quality 6 14 3 1 1
Aroma 3 9 4 2 0
16%
14%
12%
10%
Highly satisfied
Satisfied
8%
Neither satisfied nor dis satisfied
Dis satisfied
6% highly dis satisfied
4%
2%
0%
Strong Taste Quality Aroma
INTERPRETATION
From the above graph it interpreted that customers satisfied with the taste and quality of the tea.

6. Why would you consume lobosa product?

Strong taste
Quality
Quantity
Price
Respondents %
Strong taste 15 15%
Quality 30 30%
Quantity 10 10%
Price 50 50%
Total 100 100%
Respondents(%)
60%
50%
40%
Respondents(%)
30%
20%
10%
0%
strong taste quality Quantity Price
INTERPRETATION
In the above graph we say that 50% customer consume the lobosa product because of price and
30% of respondents prefer because of quality.

7. How would you rate the performance of the Tea?

Good
Satisfactory
Neutral
Not satisfactory
Respondents %
Good 20 20%
Satisfactory 45 45%
Neutral 20 20%
Not satisfactory 15 15%
Total 100 100%
Respondents (%)
50%
45%
40%
35%
30%
Respondents (%)
25%
20%
15%
10%
5%
0%
Good Satisfactory Neutrol Not satifactory
INTERPRETATION
In the above graph we can said that 45% of the customer satisfied with the Lobosa product and
20% of respondents said good.

8. How likely you recommend lobosa products to others

Most likely
Likely
Time being
Neutral
Not at all
Respondent %
Most likely 15 15%
likely 10 10%
Time being 25 25%
Neutral 20 20%
Not at all 30 30%
Total 100 100%
Respondents (%)
35%
30%
25%
20% Respondents (%)
15%
10%
5%
0%
Most likely Likely Time being Neutral Not at all
INTERPRETATION
From the above graph it is interpreted that the respondents not at all prefer the Lobosa product
and some of them prefer by time being.

9. As per your satisfaction with the lobosa tea rate on a scale of 1-5 (1 being at least
satisfied and 5 being most satisfied)
1
2
3
4
5
Respondents %
1 16 16%
2 11 11%
3 20 20%
4 26 26%
5 27 27%
Total 100 100%
Respondents(%)
30%
25%
20%
Respondents(%)
15%
10%
5%
0%
1 2 3 4 5
INTERPRETATION
In the above graph it is interpreted that 27% of the customer satisfied with the product.

10. How frequently do you purchase Tea Powder?

Every week
Every 2-3 weeks
Every month
Every 2-3 months
Respondents %
Every week 10 10%
Every 2-3 weeks 18 18%
Every month 65 65%
Every 2-3 months 7 7%
Total 100 100%
Respondents(%)
70%
60%
50%
40% Respondents(%)
30%
20%
10%
0%
Every week Every 2-3 week Every month Every 2-3month
INTERPRETATION
From the above graph it is interpreted that 65% of respondents purchase tea powder in monthly
basis and 18% of respondents purchase on 2-3 week.

11. Price of the tea?

Very high
High
Moderate
Very low
Respondents %
Very high 5 5%
High 10 10%
Moderate 58 58%
Very low 27 27%
Total 100 100%
Respondents (%)
80%
70%
60%
50%
Respondents (%)
40%
30%
20%
10%
0%
Very high High Moderate Very low
INTERPRETATION
From the above graph it is interpreted that the price of product is moderate which is affordable
by the people.

12. Any suggestions?

________________________________________________________________________
______________________________________________________________

CHAPTER-6
FINDINGS

FINDINGS:-
According to the survey, the important findings are as follows.
 Most of the customers are whole sellers and customers.

 Most of the respondent prefers tea with no added flavors, nearly 40% of respondent
prefer tea with no added flavor and 18% respondent prefer masala tea.
 Most of the respondents purchase tea powder for further sales.
 25% of the customers recommend others to purchase the product (time being).
 Customers were satisfied with the taste of the products.
 Customer satisfaction was achieved in respect to the quality and price of the product.
 Customer were satisfied with the performance the product
 The credit facility is provided only to whole sellers.
 Some of the customers prefer Lobosa mix, Lobosa PFL and Lobosa classic because it is
affordable price, taste and it is with no added flavor.

CHAPTER-7
SUGGESTIONS

SUGGESTIONS:-
The study helps me a lot to gain information regarding customer satisfaction at Lobosa food and
Beverages. My Recommendations are
 Most of the buyers are customers and whole seller and these are strength factor. They
can attract individual customers.
 More variety of products has to be introduced according to the customer needs and
wants.
 Price and Quality are the more important factors, cost effective products have to be
developed through research and development.
 The firm needs to advertise its products in a proper media of advertising to attract more
and more customer and to retain its present customer.
 The firm needs to adopt latest technology in the production side.
 Customer relationships have to be developed through customer relationship and
participating in industrial exhibitions.

CHAPTER-8
CONCLUSION

CONCLUSION:-
1. It is employment oriented organization.
2. The production processes is partly automated and partly labour oriented.
3. No any computerized method in organization.
4. Decision making in the hands of top management only.
5. 100% of the work force is men oriented.
6. Skilled workers are very low.
There is a small manufacturing process company has small work force and workers not more , so
they provide some training there are all 20 workers are unskilled and in company nor any
computerized department in LOBOSA FOOD AND BEVERAGES are there . They covered full
GADAG district. Company should compete with other tea powder so they improve all features
of LOBOSA tea.
They had good market territory in Gadag district so they develop in other district and make
large selling.

CHAPTER-9
BIBLIOGRAPHY

BIBLIOGRAPHY:-
 Google
 Lobosa tea

CHAPTER-10
ANNEXURE

Questionnaire
Dear sir/Madam,
I introduce myself Nayana. R. Vernekar. BBA student of prestigious KLE’S J T

College, GADAG. Undergoing my In-plant project on Customer satisfaction at Lobosa Food and
Beverages, Gadag.
This study is purely for academic purpose and information obtained from you will be used only
for research purpose with an assurance that the same will be kept confidential. So, I request you
to kindly oblige and co-operate in filling this Questionnaire.
Name:
Age:
Gender: Female Male
1. How often do you have tea?

Once in a day
Twice in a day
Thrice in a day
More than trice
2. Which brand do you prefer?

Brook bond
Kannan devan tea
Taj tea
Wagh bakri
3. Which kind of tea do you prefer?

Scented tea

Tea with no added flavor

Masala tea
Other tea _________________
4. Do you expect lobosa to come up with different varieties?

Yes No
5. Rate your level of satisfaction based on the following factor?
Factors Highly Satisfied Neither Dis-satisfied Highly Dis

satisfied satisfied nor satisfied
satisfied
Strong
flavor
Taste
Quality
Aroma
6. Why would you consume lobosa product?

Strong taste
Quality
Quantity
Price
7. How would you rate the performance of the Tea?

Good
Satisfactory
Neutral
Not satisfactory
8. How likely you recommend lobosa products to others

Most likely
Likely
Time being
Neutral
Not at all

9. As per your satisfaction with the lobosa tea rate on a scale of 1-5 (1 being at least satisfied
and 5 being most satisfied)
1
2
3
4
5
10. How frequently do you purchase tea powder?

Every week
Every 2-3 weeks
Every month
Every 2-3 months
11. Price of the tea?

Very high
High
Moderate
Very low
12. Any suggestions?
________________________________________________________________________
______________________________________________________________

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LOBOSA FOOD AND BEVERAGES

Date: 06-02-2020 NAYANA R VERNEKAR

Place: Gadag BBA IV Semester

KLE’S J.T COLLEGE OF BBA, GADAG Page 1

This project is a great opportunity to express my heartily thanks to those who

I acknowledge gratefully, the assistance and co-operation of the management

I also owe thanks to my sincere thanks and DEDICATE my work to my

Date: 06-02-2020 NAYANA R VERNEKAR

Place: Gadag BBA IV SEM

KLE’S J.T COLLEGE OF BBA, GADAG Page 2

SI.NO CONTENTS PAGE.NO

6 DATA ANALYSIS AND

KLE’S J.T COLLEGE OF BBA, GADAG Page 3

KLE’S J.T COLLEGE OF BBA, GADAG Page 4

A. TITLE OF THE PROJECT

C. NEED OF THE STUDY

KLE’S J.T COLLEGE OF BBA, GADAG Page 5

D. SCOPE OF THE PROJECT

E. LIMITATION OF THE STUDY

 Due to respondent busy schedules, the interests shown by respondents to answer

 The selected sample size is small as compared to total number of customer s.

F. OBJECTIVE OF THE STUDY

KLE’S J.T COLLEGE OF BBA, GADAG Page 6

The data collected by both primary and secondary data.

II. SECONDARY DATA

Sample size: 100 respondents

Sampling unit: Lobosa food and beverage.

Measuring tool: Questionnaire

KLE’S J.T COLLEGE OF BBA, GADAG Page 7

KLE’S J.T COLLEGE OF BBA, GADAG Page 8

HISTORY OF THE INDUSTRY:

HISTORY OF TEA IN INDIA

The cultivation and brewing of tea in India has a long history. Commercial production of

KLE’S J.T COLLEGE OF BBA, GADAG Page 9

MODERN TEA PRODUCTION IN INDIA

KLE’S J.T COLLEGE OF BBA, GADAG Page 10

GOVERNMENT AND THE INDIAN TEA INDUSTRY:-

The Indian administration along with the European Union and other countries

KLE’S J.T COLLEGE OF BBA, GADAG Page 11

Assam Orthodox Tea is set to receive the Geographical Indications (GI) exclusivity. A GI

KLE’S J.T COLLEGE OF BBA, GADAG Page 12

SPECIALTY TEA AMONG TOP BEVERAGE TRENDS OF 2016

The latest trend forecast by Baum + Whiteman, a team of influential restaurant

KLE’S J.T COLLEGE OF BBA, GADAG Page 13

-: CURRENT SCENARIO OF TEA INDUSTRY:-

KLE’S J.T COLLEGE OF BBA, GADAG Page 14

-: FUTURE OF TEA INDUSTRY:-

In addition to showcasing brands, products, machinery, retail Chains, accessories &

KLE’S J.T COLLEGE OF BBA, GADAG Page 16

KLE’S J.T COLLEGE OF BBA, GADAG Page 17

 Land & Building:-

COMPANY VISION, MISSION, OBJECTIVES AND GOALS:-

Be beneficial for people, environment and business.

 To improve distribution channel.

KLE’S J.T COLLEGE OF BBA, GADAG Page 19

Name of the organization LOBOSA FOOD & BEVERAGES

Year of establishment 1962

Address Lobosa Food & Beverages,

Gadag, ( Karnataka) 582101

Type of business Partnership firm

Management Manjunath .N. Kabadi

Lobosa .N. Kabadi

Nagaraj .N. Kabadi