A

Training Project Report On

“A STUDY ON CUSTOMER SATISFACTION with reference to

DINSHAW’S Dairy Food Products at Jabalpur”
In the partial fulfillment for the award of the Degree of

MASTERS OF BUSINESS ADMINISTRATION

Under the guidance of

DR. NITIN JAIN
(Assistant professor)

SUBMITTED BY:

GURJOT SINGH BHOMRAH

Roll No. 19126220
(Batch – 2019-21)

GYAN GANGA INSTITUTE OF TECHNOLOGY AND

SCIENCES,JABALPUR(M.P)
Submitted To

RANI DURGAWATI VISHWAVIDYALA,JABALPUR(M.P)

JABALPUR(M.P)
Year- 2021

1
 GYAN GANGA INSTITUTE OF TECHNOLOGY AND SCIENCES

FORWARD

I hereby forward the project entitled on the topic “A STUDY ON CUSTOMER

SATISFACTION with reference to DINSHAW’S Dairy Food Products at
Jabalpur” submitted by GURJOT SINGH BHOMRAH, student of MBA
Department, GYAN GANGA INSTITUTE OF TECHNOLOGY &
SCIENCES, JABALPUR(M.P) in partial fulfillment of the requirement for the
award of the degree of Master of Business Administration for the subject MS- 303
Evaluation of On-Site Training Report and Viva Voce of the syllabus of Rani
Durgavati Vishwavidyala, Jabalpur (M.P.).

DIRECTOR
MBA

2
 GYAN GANGA INSTITUTE OF TECHNOLOGY AND SCIENCES

DECLARATION

I hereby declare that the project entitled “A STUDY ON CUSTOMER

SATISFACTION with reference to DINSHAW’S Dairy Food Products at
Jabalpur”, which is being submitted in partial fulfillment of the requirement for the
award of the degree of MBA Subject MS- 303 Evaluation of On-Site Training
Report and Viva Voce of the syllabus of Rani Durgavati Vishwavidyala, Jabalpur,
(M.P.) is an authentic record and all the information and facts furnished by me are
true to my knowledge and are based on the information collected through primary
and secondary research done by me. The matter reported in this project is neither
being used elsewhere nor has been submitted earlier for the award of degree of
Master of Business Administration.

Date –
Signature-
Place-

3
 ACKNOWLEDGEMENT

It is with the sense of gratitude; I acknowledge the efforts of several people who
have helped me directly or indirectly to conduct this project work.
I would like to thank Mr. Rajay Madan without whom i would have not got this
exposure of learning.
Words fail to express adequately my feeling of deep sense of gratitude which I owe
from deep of my heart to Director MBA; Dr. NARENDRA KUMAR SHUKLA
and all the faculty members for their valuable support and counseling, constant
help and guidance without which the completion of the project would not have
been possible.
I am grateful to my parents who brought me up with love and encouragement to
this stage and have always stood beside me as my pillars of strength and guidance.
And last but not the least I would like to thank almighty who has always guided me
to walk on the right path of life.

GURJOT SINGH BHOMRAH

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 INDEX

S. No. Particulars Page No.

1. Forward
2. Certificate of the Company
3. Declaration
4. Acknowledgement
5. Executive Summary
6. Introduction
7. Company Profile
8. Objective of the Study
9. Research Methodology
10. Data Analysis and Interpretation
11. Findings
12. Conclusion
13. Suggestions
14. Bibliography
15. Annexure

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 EXECUTIVE SUMMARY

This project is based on Customer Satisfaction at DINSHAW’S. The main aim and objective for
study is to find out Consumer Satisfaction at Dinshaw’s and to find about the customer
satisfaction towards Dinshaw’s ice-cream in Jabalpur. the study of market analysis would
enable the manufacturer to reach a decision from the fact collected and to take
decision regarding the increase in sales. The main basis for customer satisfaction are price, taste,
quality and quantity of the product

With immense pleasure and deep sense of sincerity, I have completed my internship. It is an
essential requirement for each and every student to have some practical experience to inculcate
self confidence in a student so that they can mentally prepare themselves for this competitive
environment.

I have worked with the questionnaire a sample size of the 100 respondent whose responses were
studies and interpreted. The sampling deeding was used convenience sampling. Also I have
found that the people working at DINSHAW’S are very much helpful in all areas.

6
 INTRODUCTION

research
authorized
of
ICE-
DINSHAWS
Thefor
market
dealer
CUSTOMER SATISFACTION

Customer satisfaction is defined as a measurement that determines how

products or services provided by a company meet customer expectations.
Customer satisfaction is one of the most important indicators of consumer
purchase intentions and loyalty.

High-standard customer service can win your clients’ hearts and make you
recognizable within your target group. Nowadays when social media play such
an important role in making decisions it’s crucial to keep an eye on the quality of
customer service you provide. If you don’t care about customers’ satisfaction,
don’t expect them to care about your services or products.

“Customer satisfaction indicates the fulfillment that customers derive from

doing business with a firm. In other words, it’s how happy the customers are
with their transaction and overall experience with the company.”

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Why Customer Satisfaction is Important

1. A Loyal Customer is a treasure you should keep and hide from the world
Some research says that it is 6-7 times more expensive to acquire a new customer than it is to
keep a current one. On average, loyal customers are worth up to 10 times as much as their first
purchase.

Banks or mobile providers know it best, so they don’t have any problem with going the extra
mile for a customer who is not quite satisfied and often offer him something special. Not only it
is more expensive but also much more difficult to keep existing and loyal clients (let alone
keeping them fully satisfied and happy!) than to gain some new ones.

Take this rule into account while organizing your customer service processes and do your best to
look after them.

2. They can stop being your clients in a heartbeat

Is not rocket science, nowadays clients easily switch their love brands. It is
often caused by terrible customer service. Clients waiting for ages to get feedback or comment
from a brand? Unacceptable! But it still happens. And gaining clients’ trust takes up to 12
positive experiences to make up for one unresolved negative experience.

“When customers share their story, they’re not just sharing pain points. They’re actually
teaching you how to make your product, service, and business better. Your customer service
organization should be designed to effectively communicate those issues.”

You can’t gain customers’ satisfaction forever, you need to look after them all the time. Try to
talk to them, instead of to them. Ask questions, offer constant support, send personalized
messages or offers, use dedicated customer satisfaction survey tool or any other technique that
will help you communicate with your customers and collect insights.

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3. It’s (all) about the money, too
It shouldn’t be surprising, but customer satisfaction is also reflected in your
revenue. Customers’ opinion and feelings about the brand can affect, in both positive and
negative way, the essential metrics – such as the number of mentions and repeated transactions,
and also customer lifetime value or customer churn.

Happy customers won’t look at your competitor’s offers – they will happily interact with your
brand again, make a purchase and recommend the product further. If you meet all of their
requirements and answer their needs while delivering the best quality of your services, they will
be fully satisfied.

Not to mention your brand will increase sales revenue!

Measuring customer satisfaction should become your daily habit – not something you do from
time to time and only if you’re about to face crisis management. If you don’t know how to do it
right, you can take a look at our guide to measuring customer satisfaction to make things easier.

4. Customer satisfaction is a factor that helps you stand out of the competition
Kate Zabriskie once said that:

“Although your customers won’t love you if you give bad service, your competitors will.” and we
couldn’t agree more.

Your competitive rivals are just waiting for you to make a wrong move. What is more, they can
often play the role of an instigator. Being prepared for their provocations is not enough if you
don’t know how to deal with the negative backlash.

However, if you provide your customers with amazing customer service, you will gain
arguments to convince those uncertain of your services.

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5. Great customer experience can take your brand places
The importance of customer experience should never be neglected. You should consider it
especially while planning your marketing and positioning campaigns. Satisfied customers are
more likely to share your content across social media.

They will also more keenly interact with your posts, leaving some delightful and admirable
comments. Later you can use it as the source for case studies and success stories. Being an
example of a company that provides a ravishing customer satisfaction? Every brand should aim
for it.

The research work carried out below to study of customer satisfaction

at DINSHAWS ICE-CREAM in JABALPUR in present environment.

In consumer market commitment to quality &

customer satisfaction in the basic success of any organization.
In consumer market commitment to quality & customer satisfaction in the basic success of any
organization.

DINSHAWS ICE-CREAM is a well organized COMPANY . DINSHAWS

ICE-CREAM a wide range of ice-cream. As the DINSHAWS ICE-CREAM is
newly launched company. The management reviews the overall position of the company in this
one year and this available data and information the management adopt a perfect strategy to
acquire more growth in the market.

Therefore I have selected this company to study the customer satisfaction of

DINSHAWS ICE-CREAM in Jabalpur. I conducted market research in a systematic manner by
applying all management tools to find out the customer satisfaction of DINSHAWS ICE-
CREAM.

10
 COMPANY PROFILE

Dinshaw's Dairy Foods Private Limited

Dinshaw's established in the year 1932 by Dinshaw’s and Erachshaw Rana. It started
out as a dairy business in Gittikhadan, Nagpur. Their obsession with expanding the
business resulted in the birth of "Dinshaw's Ice- cream". By the mid-fifties they decided
to extend ice cream eating into the non-summer months and in turn, hand-churners were
replaced with vertical freezers. Spanning across India, Dinshaw's was a dream come true
of two enterprising brothers, Dinshaw’s and Erachshaw Rana. Their constant emphasis
on quality consciousness and innovating with new flavors gave people ice creams that
truly were delightful.

Presence of Dinshaw's:

With Dinshaw's ice creams available all over India, our dairy
products are mainly distributed in central India.
Our Presence in Maharashtra, Madhya Pradesh, Chhattisgarh, Orissa, Andhra Pradesh,
Goa, Karnataka, Uttar Pradesh, Jharkhand, Delhi, Haryana, has been adding Wholesome
goodness o the lives of thousands since decades.

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Factsheet
Basic Information
Nature of Business Manufacturer

Company CEO Zervin Rana

Total Number of Employees 1001 to 2000 People

Year of Establishment 1932

Legal Status of Firm Limited Company (Ltd./Pvt.Ltd.)

Annual Turnover Rs. 500 - 1000 Crore

Statutory Profile
Tan No. NGPD0*****

GST No. 27AAACD6125G1ZX

CIN No. U15200MH1998PTC116277

Packaging/Payment and Shipment Details

 Credit Card
 Cash
 Cheque
Payment Mode
 DD
 Online

Shipment Mode By Road

12
Description:
The company produces and markets dairy products for consumers. It offers ice
creams, ghee, butter, paneer etc.

Products & Services:

Ice Cream, Dairy Products, Bakery Products, and skimmed milk
powder, curd, chai, lassi and milk

Category:- Manufacturer

The current status of Dinshaw’s Dairy Foods Private Limited is:- Active

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 INFRASTRUCTURE PROVIDED BY COMPANY

One of the most motivated things to the retailers is that the Infrastructure
provided by company to the retailers. To expand & capture more & more market
company always support to the retailers by providing following things.

01. Company delivered a important grade deep freezer of 7.5 cubic feet capacity in very low
price.

02. To develop the retailers spot the company provides full advertising support.

03. Provides all 32 ranges of bulk Ice cream.

04. Special schemes to retailers and customers.

05. Extra discount facilities.

06. Good Margin.

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PLANT & EQUIPMENT:-
DINSHAW’S ICE-CREAM and dessert are created in a state of the art, sophisticated plant
that is equipped with latest technology and top of the line amenities. The plant is located in
Nagpur. They use advanced international technology to create ice-cream with strict adherence
to server quality controls and hygiene norms. This ice-cream is a super premium ice-cream
whit natural ingredients and available only in selected parlors.

PRODUCT PROFILEDINSHAW’S
ICE CREAM is a super premium ice cream made with natural ingredients and is
available only in selected parlors DINSHAW’S ICE CREAM dealing with various categories
given below & each one having various flavors.

TAKE HOME750ml
Packs Kesar Pista 70/-
Choco-Chips 60/-
Kaju Kismis 60/-
Butterscotch 60/-
Mello-Jello 60/-
Mango Tango 60/-
Three-in-One 55/-

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Vanilla 50/-
Strawberry 50/-
Pista 50/-
400ml Packs
Butterscotch 45/-
Mango 45/-
Strawberry 32/-
Pista 32/-
Vanilla 32/-
Raspberry Ripple 32/-
DOUBLE DELIGHT(750ml+750ml) 1500ml
Butterscotch+ Vanilla 110/-
Chocolate+ Vanilla 99/-
Strawberry+ Vanilla 95/-
UTSAV PACKS
Butterscotch 110/-
Vanilla 80/-
Strawberry 80/-

PREMIUM TUBS
Belgium Chocolate (New) 100/-
Jamaican Malt ‘n’ Almond (New) 80/-
Praline & Cream (New) 80/-
Anjeer Badam 80/-
Nice-Spice 80/-
King Alphonso 80/-
Fruit Overload 80/-

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Kesar Kamal 80/-
Sitafal 80/-
Choco Chips 70/-
Butterscotch 70/-
Pineapple Supreme (New) 70/-
Vanilla classic 50/-

IMPULSEICE LOLLIES
Mango 5/-
Katchi Kairei 5/-
Orange 5/-
Nimbu Pani 5/-
Ripe Strawberry 5/-

TWINS BARS
Mango 12/-
Raspberry 12/-
Lychee 12/-

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 OBJECTIVE OF THE STUDY

OBJECTIVES OF STUDY:-
The following are the objective of the survey.

1. To find out the present market share of DINSHAWS ICE-CREAM area covered during the
study.

2. To estimate the market potential of DINSHAWS ICE-CREAM.

3. To comparison between DINSHAWS ICE-CREAM & other ice cream company in rates.

4. To comparison service, scheme between DINSHAWS ICE-CREAM & other ice-cream

company in Nasik ice-cream market.

5. To find out shopkeepers expectations from DINSHAWSICE-CREAM.

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 RESEARCH METHODOLOGY
MEANING
Research is an art of scientific investigation; research is the systematic method consisting of
enunciating the problem, formulating a hypothesis, collecting the facts and data,
analyzing the fact and reaching certain conclusions either in the form of solutions towards the
concerned problem or in certain generalization for some theoretical formulation.

RESEARCH DESIGN
The research undertaken by the researcher was descriptive in nature. Considering the nature of
the research the survey method was adopted. In the survey personal interviews were conducted
and a structured questionnaire was administered during the interviews. SAMPLE SIZE
From the population of various ice cream shops, sample size in Nasik was taken for the study.

SAMPLING METHOD:-
Convenience sampling was used by the researcher because it is easy and cheap to collect data.
Moreover the population size was very large to cover so it was best to use
convenience sampling.

DATA SOURCES:-
The nature of data collection was primary. The primary data for the project was collected
while market survey &personal done in ice cream shop.

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PRIMARY DATA COLLECTION:
Primary data collection, which collected through observation or direct
communication with the respondent in one form or another. These are several methods for
primary data collection

 Observation Method
 Interview Method
 Through Schedule
 Through Questionnaire
 Through Distributor audits
 Consumer panels
 Through Projective Techniques
 Dept. interviews
 Contents Analysis
 Through ABC REPORT
 Through IRS, NRS REPORT

But as the time was limited I used the questionnaire method of data collection

SECONDARY DATA:-

Secondary data is also collected by me various document of the company from the
internet.

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DATA COLLECTION INSTRUMENTS:

The data collection instrument used in the study are following:

QUESTIONNARIE:

This method of data collection is quiet popular, particularly in care of inquiries. As

we know questionnaire should be kept to be minimum questions should proceed in logical
sequence moving from easy to more difficult .Hence questionnaire made by me is
structured. Structured questionnaire is that in which these are define concrete and predetermine
question. The questions are presented with exactly with same wording and in the same order to
all respondents. Structured questionnaire are simple to administer and relatively
inexpensive to analyze. The provision of alternatives replies at times helps to Understand the
meaning of question clearly but such questionnaire have limitation too for instance, wide range
of data and that too in respondents own words can’t be obtained with structured questionnaire.
The sequence is the next important aspect in order to make the effective
questionnaire to ensure quality. A researcher should pay attention to the questions
sequence in preparing the questionnaire. A proper sequence of questions reduces
considerably the chances of individual being misunderstood The following type of
questions should be avoided.

Questions that put too much strain on the memory or intellectual of the respondent.

 Questions of a personal characters

 Questions related to personal wealth

Question sequence must be clear and smoothly moving, meaning there by that the relation
of one question to another question should be reading apparent to the respondent.

Question formulation and wording is also important aspect. The question must be clear
and working must be clear. Concerning the form of the question we can talk about two
principles forms:

 Multiple choice questions

 Open ended question

Multiple choice or close questions have been the advantages of easy handling, simple to
answer quick and relatively inexpensive to analyze. They are most amendable to a statistical
analysis some time the open question are difficult to analyze but as they provide large
information so close ended choice questions are chosen by me in my study.

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METHOD OF DATA COLLECTION:-
Various methods were used to collect the primary data These are

01. Observations

02. Personal interview

03. Schedule. observations

It is the methods of nothing and recording information without asking specific question from the
respondents. The advantage of this method is that it is highly effective to provide information
asked for

THE AIM OF THIS METHOD

a) To selling the products by the company.

b) To see the problem of shopkeeper at that time selling the ice cream.

SCHEDULE AND INTERVIEWS :-

In this method researcher asks the question from the perform the order questions are listed and
record the replies in the space meant for the same in the performa. A schedule was prepared and
administered to owner and the managers of various ice-cream companies to now.

a) To product and concentrate on more selling product

b) .b) Daily selling current scheme.
c) c) Concentrate on services
d) .d) Information collect competitors product.

The advantage of this method is all the required information can be obtained in an
orderly and systematic manner since all the questions re formulated in advance.
Along with the schedule interviews were conducted. The interviews were
totally informal. The advantage of using both methods simultaneously was to
collect additional information

22
RESEARCH PLAN

RESEARCH PLAN
RESEARCH DESIGN DESCRIPTIVE
RESEARCH METHOD USE SURVEY
RESEARCH TECHNIQUE USED QUESTIONNAIRE
DATA COLLECTION(LOCATION) JABALPUR
SAMPLING PLAN CONVENIENCE
SAMPLE SIZE 100

23
 Data Analysis and Interpretation
Q1 Which of the following words would you use to describe our products ?

SOURCE NO.OF %OF RESPONDENT

RESPONDENT
FRESH 80 80%
COMMON 16 16%
EXPENSIVE 2 2%
FINE,BUT THERE ARE SOME 2 2%
ISSUES WITH THE TATE
TOTAL 100 100%

INTERPRETATION:- The study shows that maximum respondents find our product fresh as
compare to our competitors .

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Q2 How well do our products meet your taste ?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

1 0 0%
2 0 0%
3 10 10.2%
4 26 24.5%
5 65 65.3%
TOTAL 100 100%

INTERPRETATION:- The study shows that maximum respondent are fully satisfied with the
taste of our product

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Q3 Which one is the most valuable to you?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

TASTE 50 50%
FRESHNESS 38 38%
VARIETY 12 12%
PRICE 0 0%
TOTAL 100 100%

INTERPRETATION:- The study shows maximum number of respondent give more preference
to taste, freshness, quality than price

26
Q4 If you could change just one thing about our dairy products, what would it be?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

PRICE 30 30%
PACKAGING 24 24%
QUANTITY 18 18%
OTHERS 28 28%
TOTAL 100 100%

INTERPRETATION:- The study shows that respondents want to see the change in packaging,
pricing and quantity so that they will get better product at minimum cost

27
Q5 How would you rate the value for money of our product line ?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

1 2 2%
2 0 0%
3 12 12.2%
4 32 30.6%
5 54 55.1%
TOTAL 100 100%

INTERPRETATION:- The study shows that maximum respondent are satisfied with the money
of our product line as it’s not too expensive and they get offers as well.

28
Q6 How easy is it to hunt our Dinshaw's stores in your location ?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

EXTREMELY EASY 42 42%
SOMEWHAT EASY 42 42%
DIFFICULT 8 8%
THERE’S NO DINSHAW’S 8 8%
STORE NEAR ME
TOTAL 100 100%

INTERPRETATION:- The study shows that finding DINSHAW’S store everywhere is not easy
as some respondent the did not have any dinshaw’s store near them

29
Q7 How responsive have we been to your questions or concerns about our products?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

ALWAYS REPONSIVE 60 60%
USUALLY RESPONSIVE 34 34%
NOT RESPONSIVE 6 6%
TOTAL 100 100%

INTERPRETATION:- The study shows that respondents are satisfied as have we been always
responsive to your questions or concerns about our products

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Q8 Compared to our competitors, is our product quality better, worse, or about the same?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

BETTER 74 74%
WORSE 2 2%
SAME 24 24%
TOTAL 100 100%

INTERPRETATION:- The study shows that 74% respondent feels that our products are better
than any other competitors because of its taste, quality and quantity.

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Q9 How likely are you to buy again from us?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

1 0 0
2 2 2
3 16 16
4 16 16
5 66 66
TOTAL 100 100%

INTERPRETATION:- The study shows that maximum respondent are likely to buy our products
again from us because they find our product better than our competitors.

32
Q10 Which other competitors did you consider before choosing our products?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

KWALITY WALLS 32 32.7%
HAVMOR 12 12.2%
VADILAL 8 8.2
AMUL 40 40.8
CREAM STONE 2 2%
NO 2 2%
TOP N TOWN 2 2%

INTERPRETATION:- The study shows that 40.8% respondent consider kwality walls before
choosing our products because of its offers or taste

33
Q11 On a scale from 0 to 10, how likely are you to recommend our company to a friend or
colleague?

SOURCE NO.OF RESPONDENT %OF RESPONDENT

0 0 0%
1 0 0%
2 0 0%
3 0 0%
4 0 0%
5 2 2%
6 4 4%
7 20 20%
8 14 14%
9 18 18%
10 42 42%
TOTAL 100 100%

INTERPRETATION:- The study shows that maximum respondent would more likely
recommend our product to their friends as they are satisfied with our products

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Q12 From which source do you come to know about DINSHAW’S?

Particulars No. of respondents Percentage

News paper 2 1.4%
Advertisement 50 50%
Mouth public 42 42.9%
Hoardings 6 5.7%
TOTAL 100 100%

Interpretation: As shown in the above table 42% of users heard from

public 50% of users heard from advertisement 5.7% of users heard from
hoardings and 1% newspaper.

35
 Q13 How would you rate the pricing ?

Particulars No. of respondents Percentage

Low 3 2.9%
Medium 72 72.9%
High 25 24.3%
TOTAL 100 100%

INTERPRETATION:- The study shows that maximum respondent are satisfied with the pricing
of our product and some are not satisfied due to the competition in the market

36
Q14 How responsive have we been to your questions or concerns about our products

source No. of respondents Percentage

Low 2 2.9%
Medium 51 72.9%
High 17 24.3%

24.3%

low
medium
high
72.9%

INTERPRETATION:- The study shows that most of our customers are satisfied with their
questions or concerns about our products.

37
Q15 Compared to our competitors, is our product quality better, worse, or about the same

SOURCE NO. OF RESPONDENT PERCENT

BETTER 70 70%
THE SAME 30 30%
WORSE 0 0

PERCENTAGE
30%

BETTER
SAME
WORSE

70%

INTERPRETATION:- The study shows that maximum respondents thinks that the taste of our
product is similar with other products and 30% respondent are more satisfied with our product.

38
 FINDINGS

 The study shows that 80% respondent describes our product are fresh

 The study shows that 65.3 % respondent are satisfied with the taste of our products

 The study shows that maximum respondent gives more priority to the freshness with taste

 The study shows that % respondent wants to change the packing

 The study shows that maximum respondent agree with the value for money of our product

line

 The study shows that its somewhere easy to hunt our stores in their location

 The study shows that maximum respondent try AMUL our competitor

 The study shows that 42% respondent would more likely

 suggest our product

39
 CONCLUSION

From the survey conducted it is observed that DINSHAW’S has a good market share.
From the study conducted the following conclusions can be drawn. In order the dreams
comes into reality and for turning liabilities into assets one must have to meet the needs
of the customers. The factors considered by the customer before purchasing ice-creams
freshness, taste and availability .Finally I conclude that, majority of the customers are
satisfied with DINSHAW’S products because of its good quality, reputation, easy
availabilities. Some customers are not satisfied with the DINSHAW’S because of high
price, lack of dealer services, spoilage and low shelf life etc. therefore, if slight
modification in the marketing programe such as dealers and outlets, promotion
programmers, product lines etc., definitely company can be as a monopoly and strong
market leader. DINSHAW’S has also to take care of its competitors into consideration
and more importantly its customers before making any move.

40
 SUGGESTIONS

SUGGESTIONS:-

1. DINSHAWS ICE-CREAM should be advertised there is much difference between

Amul & DINSHAWS ICE- CREAM’S Advertisement. DINSHAWS ICE-CREAM’S

advertisement is very low than Amul.

02. DINSHAWS ICE-CREAM should provide more number of Machines in market.

03. DINSHAWS ICE-CREAM should provide better service to old machines.

04. DINSHAWS ICE-CREAM should open exclusive parlors.

05. DINSHAWS ICE-CREAM must concentrate on other promotion activities like

business promotion (Coupon, Gift, Scratch cards) & trade promotion (Free Samples,

Schemes).

06. DINSHAWS ICE-CREAM should open new shops in market.

07. DINSHAWS ICE-CREAM has good quality ice-cream but lacking in awareing

customers & retailers.

41
 BIBLIOGRAPHY

www.google.com

www.dinshaws.co.in

en.wikipedia.org

DINSHAW’S

C.R. Kothari Research methodology Methods & Techniques. 2\e

Vishwa prakashan. (2006).

Phillip Kotler Marketing Management 11\e Pearson. (2007)

42
 ANNEXURE

Q1 Which of the following words would you use to describe our products ?

 Fresh
 Common
 Expensive
 Fine, but there are some issues with the taste

Q2 How well do our products meet your taste ?

Badly
 1
 2
 3
 4
 5
Very Well

Q3 Which one is the most valuable to you?

 Taste
 Freshness
 Variety
 Price

Q4 If you could change just one thing about our dairy products, what would it be?

 Price
 Packaging
 Quantity
 Others

Q5 How would you rate the value for money of our product line ?

Expensive, couldn't meet the satisfaction.

 1
 2
 3
 4
 5
Nominal rates thus highly satisfied.

43
Q6 How easy is it to hunt our Dinshaw's stores in your location ?

 Extremely easy
 Somewhat easy
 Difficult
 There's no Dinshaw's store near me.

Q7 How responsive have we been to your questions or concerns about our products?

 Always responsive
 Usually responsive
 Not responsive

Q8 Compared to our competitors, is our product quality better, worse, or about the same?

 Better
 Worse
 Same

Q9 How likely are you to buy again from us?

Not likely
o 1
o 2
o 3
o 4
o 5
Very likely

Q10 Which other competitors did you consider before choosing our products?

 Kwality Walls
 Havmor
 Vadilal
 Amul

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Q11 On a scale from 0 to 10, how likely are you to recommend our company to a friend or
colleague?

Not likely
o 0
o 1
o 2
o 3
o 4
o 5
o 6
o 7
o 8
o 9
o 10
Very likely

45