UNIVERSITY OF MUMBAI

PROJECT WORK
ON
CUSTOMER SATISFACTION

SUBMITTED BY

Ms. Shaikh Humera Z.A

UNDER THE GUIDANCE OF

Mrs. URMILA CHAUHAN.

BACHELOR OF ACCOUNTING AND FINANCE

SEMESTER 6 (TYBAF)

ROLL NO – 36

(Academic Year 2018-19)

REENA MEHTA COLLEGE OF COMMERCE AND MANAGEMENT

STUDIES

(Bhayandar West)

1
 CERTIFICATE

This is to certify that MS. SHAIKH HUMERA Z.A ROLL NO 36

third year BACHELOR OF ACCOUNTING & FINANCE, semester 6 year 2018-19,
has successfully completed the project on CUSTOMER SATISFACTION under the
guidance of Mrs. URMILA CHAUHAN

________________________ _________________________________
Course Coordinator Principal
(Mrs.URMILA CHAUHAN) (Dr.(Mrs.)SATINDER KAUR GUJRAL)

_________________________ _______________________
Project guide EXTERNAL EXAMINER
( Mrs. URMILA CHAUHAN)

2
 DECLARATION

I, SHAIKH HUMERA Z.A, STUDENT OF REENA MEHTA COLLEGE OF

COMMERCE AND MANAGEMENT STUDIES STUDYING IN TYBAF
HEREBY DECLARE THAT I HAVE COMPLETED THIS PROJECT REPORT ON
“ CUSTOMER SATISFACTION” DURING THE ACADEMIC YEAR 2018 –
2019. THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE
BEST OF MY KNOWLEDGE

_________________________
(MS. SHAIKH HUMERA Z. A)

NAME OF THE STUDENT: SHAIKH HUMERA Z.A

ROLL NO: 36

REENA MEHTA COLLEGE OF COMMERCE AND MANAGEMENT

STUDIES

3
 ACKNOWLEDGEMENT

To list who all have helped me is difficult because they are so numerous
and the depth is so enormous.
I would like to acknowledge the following as being idealistic
channels and fresh dimensions in the completion of this project.
I take this opportunity to thank the University of Mumbai for giving me
chance to do this project.
I would like to thank my Principal, Dr.(Mrs.) Satinder Kaur Gujral
for providing the necessary facilities required for completion of this
project.
I take this opportunity to thank our Coordinator Mrs.Urmila
Chauhan for her moral support and guidance.

I would also like to express my sincere gratitude towards

my project guide Mrs. Urmila Chauhan whose guidance
and care made the project successful.
I would like to thank my College Library, for having
provided various reference books and magazines related to
my project.
Lastly, I would like to thank each and every person who
directly or indirectly helped me in the completion of the
project especially my Parents and Peers who supported
me throughout my project.

4
 CONTENTS
SR NO. PARTICULARS PAGE NO
Declaration 3
Acknowledgement 4
List of Table 6-7
List of Graphs 8-9
1 INTRODUCTION
1.1 Industry profile 10-11
1.2 Company profile 12-20
1.3 Introduction to the topic 21-25
2 Research methodology
2.1 Statement of problem 26
2.2 Need for the study 26
2.3 Objectives of study 26
2.4 Hypothesis 26
2.5 Source of data 26
2.6 Scope of the study 27
2.7 Questionnaire design 27
2.8 Sampling 27
2.9 Statistical tools 27
2.10 Limitation of the study 27
3 DATA ANALSYIS AND INTERPRETATION
Tables and graphs 28-55
4 FINDINGS AND SUGGESTIONS
4.1 Findings 56
4.2 Suggestions 57
ANNEXURE 58-61
BIBLIOGRAPHY 62

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 LIST OF TABLE
S.NO PARTICULARS

1 Brand aware mostly preferred by consumers

2 company products do proper to use
3 Expect from pipes company

4 Aware of Monarch pipes company

5 Know about the brand Monarch Pipes
6 Monarch is the best company in A.P.
7 Inspired to buy the Monarch pipes by.
8 Regular customer to Monarch Company or dealers
9 Interested to buy the pipes from.

10 Monarch Company mainly concentrates on agricultural sector.

11 The customers of the Monarch company.
12 The customer of the Monarch Company since.
13 Share information with friends and relatives
14 Company concentrates on rural market more then urban market
15 Company provides better services than other company.
16 Monarch company has highest market share in south India.
17 Monarch pipe uses chemicals in it problem which will effect drinking
water
18 using the pipe for the purpose of
19 The supply centre with in 5 Km.
20 Good word of mouth is more important for company.
21 company expect to create good word of mouth

22 Monarch pipes prices are low.

23 The company to produce other agricultural. Products
24 The company to produce other agricultural. products

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 LIST OF TABLE
SR. NO PARTICULARS
1 Aware of Monarch pipes company

2 Know about the brand Monarch Pipes

3 Monarch is the best company in A.P.
4 Inspired to buy the Monarch pipes by
5 Regular customers to Monarch Company or dealers.
6 Interested to buy the pipes from
7 Monarch Company mainly concentrates on agricultural
sector
8 The customers of the Monarch company.
9 The customer of the Monarch company since
10 Share information with friends and relatives
11 Company concentrates on rural market more then urban
market
12 Company provides better services than other company
13 Monarch company has highest market share in south India
14 The Monarch pipe market will spread all over India.

15 Using the pipe for the purpose of

16 The supply centre with in 5 Km

17 Good word of mouth is more important for company
18 Company expect to create good word of mouth,
19 Monarch pipes prices are low
20 The company to produce other agricultural products

21 The credit facility should be at least

22 The Monarch pipe market will spread all over India.

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List of Graphs
Graph 3.1(a): showing the respondents rating for quantities of Brand aware mostly preferred by
consumers, 21
Graph : 3.1(b) showing respondent‟s priority on monarch, vasavi, vijaya, nailnda, star and nandi.,
22
Graph 3.2 Aware of Monarch pipes company, 23
Graph 3.3 Know about the brand Monarch Pipes, 24
Graph 3.4(a) Which company products do proper to use, 25
Graph 3.4(b) showing respondent‟s priority on monarch, vasavi, vijaya, nalanda, star and nandi, 26
Graph 3.5 Monarch is the best company in A.P., 27
Graph 3.6 Inspired to buy the Monarch pipes by., 28
Graph 3.7 Regular customers to Monarch Company or dealers., 29
Graph 3.8 Interested to buy the pipes from., 30
Graph 3.9 Monarch Company mainly concentrates on agricultural sector., 31
Graph 3.10(a) Expect from pipes company, 32
Graph : 3.10(b) showing respondent‟s priority on monarch, vasavi, vijaya, nalanda, star and nandi,
33
Graph 3.11 The customers of the Monarch company., 34
Graph 3.12 The customer of the Monarch company since., 35
Graph 3.13 Share information with friends and relatives, 36
Graph 3.14 Company concentrates on rural market more then urban market., 37
Graph 3.15 Company provides better services than other company., 38
Graph 3.16 Monarch company has highest market share in south India, 39.
Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water, 40
Graph 3.18 using the pipe for the purpose of, 41
Graph 3.19 the supply centre with in 5 Km, 42
Graph 3.20 good word of mouth is more important for company, 43
Graph 3.21 company expect to create good word of mouth, 44
Graph 3.22 Monarch pipes prices are low., 45
Graph 3.23 the company to produce other agricultural products., 46
Graph 3.24 the credit facility should be at least., 47
Graph 3.25 the Monarch pipe market will spread all over India., 48

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List of Graphs
Graph 3.2 Aware of Monarch pipes company, 23
Graph 3.3 Know about the brand Monarch Pipes, 24
Graph 3.5 Monarch is the best company in A.P., 27
Graph 3.6 Inspired to buy the Monarch pipes by., 28
Graph 3.7 Regular customers to Monarch Company or dealers., 29
Graph 3.8 Interested to buy the pipes from., 30
Graph 3.9 Monarch Company mainly concentrates on agricultural sector., 31
Graph 3.11 The customers of the Monarch company., 34
Graph 3.12 The customer of the Monarch company since., 35
Graph 3.13 Share information with friends and relatives, 36
Graph 3.14 Company concentrates on rural market more then urban market., 37
Graph 3.15 Company provides better services than other company., 38
Graph 3.16 Monarch company has highest market share in south India, 39.
Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water, 40
Graph 3.18 using the pipe for the purpose of, 41
Graph 3.19 the supply centre with in 5 Km, 42
Graph 3.20 good word of mouth is more important for company, 43
Graph 3.21 company expect to create good word of mouth, 44
Graph 3.22 Monarch pipes prices are low., 45
Graph 3.23 the company to produce other agricultural products., 46
Graph 3.24 the credit facility should be at least., 47
Graph 3.25 the Monarch pipe market will spread all over India., 48

9
1.1 INDUSTRY PROFILE
Plastics have become synonymous with modern living. The industry has achieve in terms of supply
of raw materials, expansion and diversification of processing capacities and manufacturing of
processing machiery.

At present 80 % of total requirement and almost all types of plastic machines required for the
industry and indigenously available.

Today India exports plastic products to as many as 80 countries all over the world. The exports,
which were stagnant at around rest. 60-70 cores per annum
Export of plastics good
Plastics have excellent potentialities. Our country is equipped with all kind of processing machinery
and skilled labor and undoable, and extra to boost export, finished plastics products will yield rich
divided.

Today India exports plastic products to as many as 80 countries all over the world. The exports,
which were stagnant at around rest. 60-70 cores per annum double to 129 craters. The Plastic
industry has taken up the challenge of achieving an export target of Rs. 17 cores.

Major export markets for plastic products and linoleum are Australia, Bangladesh, Canada, Egypt,
Hong Kong, Italy, Kuwait, Federal Republic of Germany, Sri Lanka, Sweden, Taiwan, U.K., U.S.A.,
and Russia.

With view to boosting the export, the plastics and linoleum‟s export promotion council has urged
the government to reduce import duty of plastic raw material, supply indigenous raw materials at
international prices, fix duty, draw backs on weighted average basis and charge freight rate on
plastic products on weights basis instead of volume basis.
Prospects
The Production of various plastics a raw materials in the country is expected to double by the end of
seventh plan, the consumption of commodity plastics including LDPE, HDPE, PP, PS AND PVC is
immense scope for the use of plastics in agriculture, electronics, automobile, telecommunications
and irrigation and thus, the plastic industry is on the threshold of an explosive growth.
Role of Plastics in the national economy
Plastics are got perceived as just simple colorful household products in the mind so common person.
A dominant part of the plastics of the percent and future find their utilization in the areas.
 Agriculture, forestry and water-management.
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  Automobile and transportation
 Electronics and telecommunications buildings, construction and.
 Food processing and packaging
 Power and gas distributor.

Importance of pipes industry

We shall look at the basic data about plastics and particularly those properties, which are so, fuse in
practical working with plastics. Plastics are man-made materials. The oldest raw material for
producing plastics is carbonaceous material obtained from coal tar (benzene, phenol).

Today the majority of raw materials are obtained from petrol chemical source and they can be
economically produced in large quantities.
Plastics have changed our world and day-by-day they are becoming important. They own their
success to whole series of advantage, which they have over conventional materials such as:
 Lightweight
 Excellent mould ability
 Attractive colors
 Low energy requirements for convention
 Low labor and cost of manufacture
 Low maintenance & High strength weight ratio

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1.2 COMPANY PROFILE
Rayalaseema is economically backward area in Andhra Pradesh, was rarefied region for industries.
A dynamic entrepreneur Sri S.P.Y. Reddy who is basically a mechanical engineer started a unit at
Nandyal, which manufactures black pipes in 1977. The determination and hard work of Sri S.P.Y
Reddy helped him to overcome the problems faced by the company in the initial years, and with
financial assistance from local commercial banks. The company could overcome the problems of
the merger and is running smoothly.

Anantha P.V.C pipe Pvt Ltd., was incorporated in the year Feb 2002. The factory is situated at NH-
7, Hampapuram village, Rapthadumandal and Anantapur district. Ananthapvc Pipes Private Limited
is the manufacturing of the largest and most comprehensive range of PVC pipes in India.

Its annual production capacity is 18,000 Mts. And it is one of the leading manufacturers of PVC
pipes in south India. Pipes are sold under brand names of MONARCH, KOHINOOR, and
KRISHNA

Later the company started manufacturing of Pvc Pipes, which terminated the manufacturing of
black pipes. This resulted in the formation of a pvt. Ltd. company called „ANANTHA PVC PIPES
PVT LTD.” With Sri S.P.Y Reddy as the managing director.

The only major competitors to the company are sudhakar pipes, Maharaja Pipes. The only backdrop
to it is the competition from local brands. As the majority of customers belong to farmers, they
consider than quality. The company has to make aware of the company‟s quality standards to them.

SIZES
Various sizes ranging from ½ to 10 offered to customers. Even pipes with different gauges and sizes
are manufactured to suit specific conditions.
PACKING
Packing plays less important role into the products like PVC pipes because the hallow space inside
can be utilized. For the purpose of cubic space utilization in trucks while transport, Organization is
adopting the technique like pipes in pipes.
PAYMENT PERIOD
For Anantha brand the company adopts zero credit policy and goods are not delivered unless cash
remittances are made. For Anantha and sagar brands credit is entitled up to a week. The difference
between these brands is due to brand image.

12
COVERAGE
At present Andhrapradesh, parts of southern states of Karnataka, Tamilnadu and kerela are ambit of
Anantha PVC pipes pvt ltd. The company extended their sales in the below regions as shown below.
1979 - Nandyal region (polyphone pipes)
1984-85 - Rayalaseema region (PVC pipes)
1985-86 - Telangana region
1986-87 - Karnataka and Andhrapradesh
1988-94 - Tamilnadu and Karnataka
1991-94 - Kerela
TRANSPORTATION
The transportation department of Anantha PVC pipes pvt ltd. is very admirable. This unique
strength of the organization enables the dealers to reduce inventory levels to the minimum. Thus
dealers are also supplemented with dealers to reduce inventory levels to the minimum. Thus dealers
are also supplemented with the benefit of the lower tied-up capital in the form of inventory.
THE INFORMATION ABOUT THE COMPANY
The company is equipped with sophisticated laboratory to carry all tests to ascertain out going
quality level of the pipes. A Nandhi pipe has got I.S.I trademark, which speaks for itself for the
quality of the pipes. Numbers of statistical quality control techniques are applied to sustain the
quality level of the product.

Managers at the company are dynamic and are well educated. Supervisory staff or intermediate
managerial staffs are able in talking their area are not highly educated. Most of the employees are
skilled is uniqueness of workers in Anantha PVC pipes pvt ltd. There is non-indulgence in trade
union activities.

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

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FINANCIAL DEPARTMENT
Through initially the company approached the external sources for financial aid, now the financial
status of the company is the very sound and is being run only with self-finance excepting for loans
taken for hypothecation of machinery and stock from SBI Nandyal.

The company follows cash and carry policy for Nandhi brand. The product is not delivered until the
cash is paid and financial department with the help of marketing department looks after these
transactions.

MARKETING DEPARTMENT
Marketing manager who reports to executive director, an assistant marketing manager who reports
and 20 salesmen headed by 30 sales representatives who are headed by assistant marketing manager
heads the marketing department. Marketing mix and advertising particulars of Anantha PVC pipes
pvt Ltd. shows the department‟s effective management of the marketing department in the
Organization.
PERSONAL DEPARTMENT
The personal department consists the details of the executives and workers of the organization. The
organization is formed with Sri S.P.Y Reddy as the Managing director and executive director who
reports managing director. Two marketing managers, financial manager, public relations officer and
quality control officer who all reports to executive director. Other than executives there are
thousand works in the organization.
Panel consisting of managing director, executive director and managers of concerned departments
makes the recruitment and selections of persons. Apart from the attractive salaries company
provides health card facilities.
PURCHASING DEPARTMENT
The perplexing situation i.e. conformed by the manufacturers of the PVC pipes is scarcity of resin.
Though the govt of India has taken various steps to improve supply conditions of PVC resin; the
Indian manufacturers could meet only 50 percent of demand and remaining 50 percent is met from
imports.
The major petrochemical companies are
 Sri ram vinyl ltd.,
 Chem.-plats ltd.,
 Reliance petrochemical ltd.
 National organic chemical industries ltd.
 Indian petrochemical industries ltd.

14
Process
The main raw materials are HDPE granules, pp granules. The manufacturings for pipes consist of
mixing various resins along with coloring materials in a mixture and the prepared material is fed to
the extruder. In the extruder, the materials is heated to the required politicizing temperature [190 0
Centigrade to 2300 Centigrade] the extruded through the die hard to form the pipe. The hot pipe
coming out of the extruder is cooled in a water bath to retain the final shape. The pipe coming out
of the extruder is guided through the water bath suitable traction system. The temperature of the
water is maintained by circulating through the cooling toward and with the help of a chilling plant.
The required length of the pipe is cut with a planetary saw. The cut lengths are titled by titling units
and get corrected in the pipe rack attached to the tilting frames. Later they are stocked separately.
The company has entered into a technical has it is own processing technology.
APPLICATIONS OF UPVC PIPES
1. Agriculture and irrigation schemes.
2. Rural & urban water supplies scheme.
3. Tube well casing.
4. Gas and oil supply lines.
5. Industrial effluent disposal.
6. Sewerage and drainage scheme.
7. Air-condition ducting.
8. Building installations.
9. Industrial ducting.
GROWTH
Anantha PVC pipes pvt. Ltd. is commission with the objectives of catering to the agriculture needs
of the region. In earlier days tool used for water flow were every ineffective with high percentage of
seepage losses. To counter this has been of Anantha PVC pipes Pvt. Ltd. the manor irritants in
agriculture practices like lack of rain fall, ground water licking.

Water transport with in the fields has provided magnificent thrust to PVC pipes market. These
factors helped Anantha PVC pipes Pvt.Ltd. to record an excellent growth of sales. Well-equipped
laboratory and quality office looks after the quality. The department people always striving to the
quality.

The companies not only improving the brand name but also it are undertaking the competitor brands.
In 1977 the company takeover the sager brand. The manufacturing plant of sager brand was at
medak district. The Anantha PVC Pipes Company not stopped with that victory; the company takes
over another main competitor‟s brand Anantha in 1999, the manufacturing plant of Anantha plant

15
lies at Anantapur district. The threats of the old companies are turned to the opportunities to the
company by its excellent management. After the change of management the brand image of these
brands are improved. At present Anantha PVC pipes Pvt. Ltd. stands at market leader position.

The 7s McKinney Model

The 7s Models provide an effective framework for analyzing the organization and its activities. In a
marketing-led company they can be used to explore the extent to which the company is working
coherently towards a distinctive and motivating place in the mind of consumer.

STRATEGY
Strategy defines key actions and capability along the major dimensions of marketing product and
service development, sales and channel distribution, business systems and processes, and
management of alliances and partnership.

Anantha follows a clear strategy. The core mission and individual cornerstones of this strategy are
closely matched to an exciting growth market. Anantha is a local company with a multiple brand
and a clear mission-to create new values in quality for the customers, employees and shareholders.
Anantha strategy and business model make it ideally positioned to develop with in the PVC pipes
market, meeting the customers needs with improved quality that bring together the best of Anantha
people, processes and core capabilities.
SYSTEM
System refers to all processes and information flows that link the organization together. It is the
formal and informal procedures that support the strategy structure.
It includes management information systems, and capital allocation systems that govern day-to-day
activities
The company‟s head office is in Hyderabad spans three floors of high-tech network and is the
operating center for network.

All of Anantha offices and warehouses across the state have been internally connected through a
LAN, WAN connectivity infrastructure is a combination of lease lines ISDN‟s and wireless. The
Anantha is being used to drive critical business application such as local; day to day freight related
application as well as for E-mail Communications. Anantha network hardware equipment is
standardized on Dell servers and laptops. Across state, the company has about 10 servers and about
200 Compaq‟s brand P3 and p4 PC‟s. Windows NT is the standard OS for all the above but the
company also has windows 2000 and windows XP based servers and clients now.

16
Anantha has invested in a 256 Leased line to its head office, which houses the servers with all their
global applications. This link allows these applications to be offered to Anantha local customers
effectively and efficiently. At present Anantha‟s Network has a star topology.
Anantha has adopted wireless platform because it supports a range of activities including Anantha‟s
stock forwarding, financial accounting, and billing, MIS.

STYLE
Style refers to management style: more matter of what managers do than what they say, how do a
company‟s managers spend their time? What are they focusing attention on? Symbolism – the
creation and maintenance (or sometimes deconstruction)
Of meaning is a fundamental responsibility of managers. It refers to the leadership approach of top
management and the organization overall operating approach; also the way in which the
organizations employees present themselves to the outside world, to suppliers and customers.

Anantha follows a participative management system. Anantha management conducts a general

meeting every month in which the representatives of all levels of management are participating.
Anantha insists on a policy of equal opportunity, by selecting, developing and retaining employees
on the basis of ability and qualifications for the work to be performed. This is done without
discrimination or prejudice under any circumstances. Anantha encourages the involvement of
employees in the planning and direction of their work.

SKILLS
Skills refers to what company does best; the distinctive capabilities and competencies that reside in
the organization or the dominant attributes or capabilities that exist in the organization.

The lower level management of the organization has skills those, which are needed for
communication, computer knowledge, and industrial knowledge.

The staffs in the middle level management possess technical skills relating to machinery control,
pipe technology and production regulation. Those in the warehouse possess inventory management
skills. Apart from this non-technical skill like human resource management is also present.
The top-level management possesses skills that uphold and develop brand image. Possess the skills
to achieve the company‟s overall commitment of customers and the company budget.

17
SHARED VALUES
Shared value is also known as super-ordinate goals. They are the guiding concepts, fundamental
ideas around which a business is built simple, usually at abstract level, have great meaning inside
the organization even though outsiders may not see or understand them.
Mission statement
The mission statement of Anantha is as follows.
 To be the preferred supply chin partner to out customers.
 To be the recognized as the best in the world at what we do.
 To create new values in the quality for our customers, employees and shareholders.

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

18
got all desired characteristics the modern man, was discovered. This carbonaceous with excellent
physical stability could replace most of the earlier used metals, wood etc.,
Although acceptance and socialization of this new innovation was slow it had shown encroachment
into the life‟s of the today‟s man. Now plastics are omnipresent and serving numerous fields.
Heavily modernized communication sector, fiber equipment are only few applications in multi
various uses of the plastics.
PVC PIPES AND ITS ECONOMIC ROLE
Cheap occupation in India is agriculture. For the developing countries like, India modernization of
the agriculture practices assumes pivotal places in improving the economic status and the process of
modernization. Includes usage of high productive. Plastics supplement to greater extent
manufacturing of tools required for new agricultural practices.
The usage of polyvinyl chloride pipes in agricultural fields; lessen water seepage, which was
predominant in earlier practices, with services of P.V.C pipes, water can be transported efficiently
with lesser, from the place of higher water potential to the place of lower water potential.
Presently the revolutionary tried in water management speaks much about drip irrigation, which is
developed in Israel and is practiced by all agricultural based nations in the world. Drip irrigation
greatly used P.V.C pipes as core tools of implementation with the services of this sort, P.V.C pipes
one way or the other strengthening the hands of country‟s economy.

A part with the refereed P.V.C pipes supplemented with fitting is used in houses for electrical
connection and other domestic purposes. A part from these two applications it has got wide
applications even in industrial sectors, P.V.C pipes with much unique heart, chemical and physical
characteristics serve many industrial purposes.
Even the characteristics of weight and low price attract many more applications. Rigid PVC PIPES
have been manufactured in India from the sixties on imported extrusion lines and there after
indigenous plan were few pipes manufactures up to 1978-79 and large production capacity was
created during 1979-83.
When many extrusion lines were imported from batten Field, Cincinnati, kraaus-maffi etc. the
government allowed the imports of sophisticated and high output plants, which were not available
indigenously.
It is essential for the company to carryout continuous research and development to up date
technology, for higher output, loss energy cost per kg of output, quality of products etc.

19
TECHNICAL DETAILS ABOUT PVC PIPES:
Ingredients
 PVC region
 D.B.L.S
 T.B.L.S
 L.S
 C.S
 STEARIC ACID
 HYDROCARBON
 CALCIUM CARBONAT
 TITANICDIOXIDE
MANUFACTURING PROCESS
Hot forward extrusion is employed for the manufacturing of PVC pipes resin with weighted.
Amounts of other ingredients, which are carried to the hot chambers. The high temperature of hot
chamber melts ingredients and content of the given forward transit to get allow pipes of required
dimension. As the pipes come out the heat chamber, cool the pipe immediately. Pipes of desired
length are cut with the aid of stop and power hacksaw. Production is made in various sizes ranging
from ½ to 10‟‟ according to usage.

REINFORCED PLASTICS
Although plastics have high strength to weight ratio, they are not as strong as metals and deform
permanently under load. It cannot be placed under extremely high or low temperature like metals
and other materials. Modern invention of glass or carbon black as reinforcing fillers have a way for
making high strength bearing plastics and they are at a times replace steel.
ALLOYS
Physical mixture of two or more polymer is termed as alloys. Physical blending of two polymers is
needed because every polymer has certain set of good properties.
Design of special products that should have specific set of properties may not be obtained if it is
made only from one polymer by blending two polymers we can get the required combination of
properties. For example polystyrene is highly amorphous and rigid but has low impact strength. If it
is blended with rubbery material, product will be of high strength, rigid.

Thus by alloying a wide range of products can be made. Although alloys are physical mixtures of
polymers, hydrogen bonds are formed between some special ionic groups with hydrogen atom of
the carbon chain. Such abound is very useful in alloy formation because it impacts processing
flexibility with and use of cross-linked products.
20
1.3 INTRODUCTION TO THE TOPIC
Satisfaction is consumer‟s fulfillment response. It is a judgment that a product or a service feature
or the product or service itself provides pleasurable level of consumption related fulfillment.

Customer‟s satisfaction influenced by specific product are service features and by perceptions of
quality. It is also influenced by specific service attributions, and their perceptions
MARKETING ORGANIZATION
CEO

MANAGING DIRECTOR

TRANSFER MANAGER WORK MANAGER EXECUTIVE MANAGER SALE&SERVICE

MANAGER
Customer Satisfaction is the pillar of the marketing concept.
Satisfaction is consumer‟s fulfillment response. It is a judgment that a product or a service feature
or the product or service itself provides pleasurable level of consumption related fulfillment.

Customer‟s satisfaction influenced by specific product are service features and by perceptions of
quality. It is also influenced by specific service attributions, and their perceptions

The telling factor in the company‟s long run fortunes will be the amount of customer satisfaction
that it managers to generate. But it doesn‟t not mean the company‟s sole aim is to maximize
Customer Satisfaction. If that where the case, it should simply put out the best product and service
in the world and price is below cost. There by it would be creating substantial customer satisfaction.
But in the long run it would be also be out of business. Customer Satisfaction like happiness bet
achieved by rendering substantial forma of assistance to others rather than by direct pursuit.

Companies that move towards adopting the market concept benefit themselves and The society. It
leads the society‟s recourse to move in the direction of social needs, there by bringing the interests
of business firms and the interest of society in to harmonious relationship. Thus the third pillory of
the marketing concept aims to achieve good profits by giving the customer genuine values in the
satisfaction.

21
Customer satisfaction, a businessterm, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen
as a key differentiator and increasingly has become a key element of business strategy. Increasing
competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to
satisfying customers. (It may help the reader to notice the role of customer satisfaction in the overall
context of product or service development and management.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targeting non-
customers;[2] 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 organization's 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, Brooder between 1990 and 1998 [3] 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 organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement
of customer satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the measurer with a
satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of combining the "gap" described by

22
Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of
performance) into a single measurement of performance according to expectation. According to
Garbrand, customer satisfaction equals perception of performance divided by expectation of
performance.
The usual measures of customer satisfaction involve a survey[4] with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of the performance of the organization being measured.

Customer Loyalty
"It takes a lot less money to increase your retention of current customers than to find new ones-but I
know I don't give it as much effort as I should because it does take a lot of energy and effort!"
Strategize And Plan For Loyalty!
 Do you even have a specific plan for building customer loyalty?
 I bet you haven't given it as much thought as you should- because to tell the truth I need to
give it more effort also.
 If you currently retain 70 percent of your customers and you start a program to improve that
to 80 percent, you'll add an additional 10 percent to your growth rate.
 Particularly because of the high cost of landing new customers versus the high profitability
of a loyal customer base, you might want to reflect upon your current business strategy.
These four factors will greatly affect your ability to build a loyal customer base:
1. Products that are highly differentiated from those of the competition.
2. Higher-end products where price is not the primary buying factor.
3. Products with a high service component.
4. Multiple products for the same customer.
23
Market to Your Own Customers!
Giving a lot of thought to your marketing programs aimed at current customers is one aspect of
building customer loyalty.
When you buy a new car, many dealers will within minutes try to sell you an extended warranty, an
alarm system, and maybe rust proofing. It's often a very easy sale and costs the dealer almost
nothing to make. Are there additional products or services you can sell your customers.
Three years ago my house was painted, and it's now due for another coat. Why hasn't the painter
called or at least sent a card? It would be a lot less expensive than getting new customers through
his newspaper ad, and since I was happy with his work I won't get four competing bids this time.
Keep all the information you can on your customers and don't hesitate to ask for the next sale.

Use Complaints To Build Business!

When customers aren't happy with your business they usually won't complain to you - instead,
they'll probably complain to just about everyone else they know - and take their business to your
competition next time. That's why an increasing number of businesses are making follow-up calls or
mailing satisfaction questionnaires after the sale is made. They find that if they promptly follow up
and resolve a customer's complaint, the customer might be even more likely to do business than the
average customer who didn't have a complaint.

In many business situations, the customer will have many more interactions after the sale with
technical, service, or customer support people than they did with the sales people. So if you're
serious about retaining customers or getting referrals, these interactions are the ones that are really
going to matter. They really should be handled with the same attention and focus that sales calls get
because in a way they are sales calls for repeat business.

Reach Out To Your Customers!

Contact . . . contact . . . contact with current customers is a good way to build their loyalty. The
more the customer sees someone from your firm, the more likely you'll get the next order. Send
Christmas cards, see them at trade shows, stop by to make sure everything's okay.

Send a simple newsletter to your customers-tell them about the great things that are happening at
your firm and include some useful information for them. Send them copies of any media clippings
about your firm. Invite them to free seminars. The more they know about you, the more they see
you as someone out to help them, the more they know about your accomplishments-the more loyal
a customer they will be.

24
Loyal Customers and Loyal Workforces
Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given these
days. It is especially important for you to retain those employees who interact with customers such
as sales people, technical support, and customer-service people. Many companies give a lot of
attention to retaining sales people but little to support people. I've been fortunate to have the same
great people in customer service for years-and the compliments from customers make it clear that
they really appreciate specific people in our service function. The increasing trend today is to send
customer-service and technical-support calls into queue for the next available person. This builds no
personal loyalty and probably less loyalty for the firm. Before you go this route, be sure this is what
your customers prefer. Otherwise I'd assign a specific support person to every significant customer.

“MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TO

PROFITABLE OPPORTUNITIES”.
Definition of marketing as follows

“Marketing is a social managerial process by which individuals and group obtain what the need and
want through creating. Offering and exchanging products of value with others”.
This definition of marketing rests on the following core concepts needs, wants and elements,
products (goods, services and ideas); value cost and satisfaction exchange and transactions,
relationships and networks, markets and marketers and prospects.

THE MAKETING CONCEPT

“ The marketing concept hold that key to achieving organizations goals consists of being more
effective than competitor in integrating more effective then competitive in integrating marketing
activities towards determining and satisfying the needs and wants of target markets”.

25
2.1 STATEMENT OF PROBLEM
The objective of every company would be ensuring customer satisfaction for the customer
satisfaction would create loyal customers. Measuring customer satisfaction is always a challenge, as
customer either would not disclose or sometimes do not assess their satisfaction level clearly. Many
times the customer can not specify the reasons for his satisfaction.

2.2 NEED FOR THE STUDY

ANATHA P.V.C PIPES believes in satisfactory delivery of service quality to the customer, but due
to unknown reasons that the customer satisfaction analyzed by the company is not up to the make.
The company intends to find out the causes and remedies for the low customer satisfaction.

2.3 OBJECTIVES OF THE STUDY

The following are the objectives of the study to solve the problem.
They are:
 To know the customer satisfaction regarding Anantha PVC pipes.
 To identify customer interest in buying pipes.
 To find service rendered by the company.
 To know price impact on product purchase.
 To find word of mouth impact on product purchase.

2.4 HYPOTHESIS
 The purpose of usage influence customer satisfaction.
 Rural/Urban market influence customer satisfaction.

2.5 SOURCE OF DATA

Primary Data
The Primary Data is collected through questionnaire survey to customers.
Secondary Data
Information is gathered from company profile, website and book Consumer Behaviour author by
Loudon and Della Betta

26
2.6 SCOPE OF THE STUDY
The scope of the study is to find out the customer satisfaction with reference to pipes. The study
covers the different aspects of customer satisfaction.

This has been conducted in Anantapur Zone. Data have been collected from customer by a personal
interview. The researcher took 3 weeks to study the entire customers‟ perception.

2.7 QUESTIONNAIRE DESIGN

Questionnaire Design is prepared on the basis of the following parameters.
 Customers satisfaction
 Customer Awareness

QUESTIONNAIRE ADMINISTRATION
Information is gather through questionnaires from customers of Anantapur Zone.

2.8 SAMPLING
Population = 5000
Sample size = 100
Sample unit = Customers of Anantha PVC Pipes

2.9 STATISTICAL TOOLS

For data analysis statistical tools used are simple percentage and chi- square test.

2.10 LIMITATION OF THE STUDY:

1. The study confined to the Anantapur Zone.
2. The time spent was limited due to which the exhaustive study could not be conducted.
3. Quality of information is based on the degree of brand awareness among customer

27
TABLES AND GRAPHS
3.1 Brand aware mostly preferred by consumers
Inference
From the table it is inferred that monarch first rank, nandi second rank, third rank is star, fourth is
vasavi,fifth is vijaya and sixth rank is nalanda for dimension “Mostly preferred by consumers”.

P1 P2 P3 P4 P5 P6
monarch 58 9 26 7 - -
vasavi 3 30 4 36 23 4
vijaya 2 3 8 21 60 6
nalanda 2 - - 2 13 83
star 3 24 27 30 6 10
nandi 31 33 29 - 3 4

Table 3.1(a): showing the respondents rating for quantities of Brand aware mostly preferred
by consumers

For the table weighted arithmetic mean method has been followed under - Score method points.
For each and every priority points are allotted.

Score =No .of respondents *points

Total score monarch = (58*6)+(9*5)+ (26*4)+(7*3) =518

Total score vasavi=(2*6)+(30*5)+(4*4)+(36*3)+(23*2)+(4*1) =354
Total score viyaya = (2*6) + (3*5)+(8*4)+(21*3)+(60*2)+(6*1) =248
Total score nalanda=(2*6)+0+0+(2*3)+(13*2)+(83*1)=127
Total score star =(3*6)+(24*5)+(27*4)+(30*3)+(6*2)+(10*1)=358
Total score nandi=(31*6)+(3*5)+(22*4)+(7*3)+(3*2)+(4*1)=470

Weight = Total score/No. of Respondents

28
Name Total score Weight Rank
monarch 518 5.18 1
vasavi 354 3.54 4
vijaya 248 2.48 5
nalanda 127 1.27 6
star 358 3.58 3
nandi 470 4.70 2

Table : 3.1(b) showing respondent’s priority on monarch, vasavi, vijaya, nailnda, star and
nandi.

29
3.2 Aware of Monarch pipes company.
Inference
From the table it is inferred that out of 100 respondents, 100 % have aware the Monarch pipes
company.

Decision Responses Percentages

Yes 100 100%
No 0 0%
Total 100 100%

Table 3.2 Aware of Monarch pipes company

0%

Yes
No

100%

Graph 3.2 Aware of Monarch pipes company

30
3.3 Know about the brand Monarch Pipes
Inference
From the table it is inferred that out of 100 respondents, 4% customers are known about The
Monarch Pipes through print media, 2% customers are known about the monarch pipes through
television 64% through friends and 30% through dealers.

Decision Responses Percentages

Print media 4 4%
Television 2 2%
Friends &Rel 64 64%
Dealers 30 30%
Total 100 100%

Table 3.3 Know about the brand Monarch Pipes

4% 2%

30%

Print media
Television
Friends & Rel
Dealers

64%

Graph 3.3 Know about the brand Monarch Pipes

31
3.4 Which company products do proper to use
Inference
From the table it is inferred that nandi first rank, vijaya second rank, third rank is monarch , fourth
is star,fifth is vasavi and sixth rank is nalanda for dimension “Mostly preferred by consumers”.
P1 P2 P3 P4 P5 P6
Monarch 19 9 22 9 33 8
vasavi 2 7 33 5 18 35
vijaya 30 24 4 10 30 2
nalanda - - 15 9 - 76
star 2 26 6 36 16 14
nandi 32 6 50 9 - 3

Table 3.4(a) Which company products do proper to use

For the table weighted arithmetic mean method has been followed under - Score method points.
For each and every priority points are allotted.

Score =No .of respondents *points

Total score monarch = (19*6)+(9*5)+ (22*4)+(9*3) +(33*2)+(8*1)=357

Total score vasavi=(2*6)+(7*5)+(33*4)+(5*3)+(18*2)+(35*1) =265
Total score vijaya = (30*6) + (24*5)+(4*4)+(10*3)+(30*2)+(2*1) =408
Total score nalanda =0+0(15*4)+(9*3)+0+(76*1)=163
Total score star =(2*6)+(26*5)+(6*4)+(36*3)+(16*2)+(14*1)=320
Total score nandi=(32*6)+(6*5)+(50*4)+(9*3)+0+(3*1)=452

Weight = Total score/No. of Respondents

32
Name Total score Weight Rank
monarch 357 3.57 3
vasavi 265 2.65 5
vijaya 408 4.08 2
nalanda 163 1.63 6
star 320 3.2 4
nandi 452 4.52 1

Table 3.4(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star and
nandi

33
3.5 Monarch is the best company in A.P.
Inference
From the table it is inferred that out of 100 respondents, 39 % customers have strongly agreed that
the monarch pipe company is best company in a AP while 33 % have agreed, 28% of disagreed.

Decision Responses Percentages

S.Agree 39 39%
Agree 33 33%
Not decide 0 0%
Disagree 28 28%
S.disagree 0 0%
Total 100 100%

Table 3.5 Monarch is the best company in A.P.

39% Agree
33%
Disagree
S.Agree
Not decide
28%
S. Disagree

Graph 3.5 Monarch is the best company in A.P.

34
3.6 Inspired to buy the Monarch pipes by.
Inference
From the table it is inferred that out of 100 respondents, 29% customers have inspired to buy the
Monarch pipes through friends, 39% have relatives, 8% have neighbors and 24% have
advertisements.

Decision Responses Percentages

Friends 29 29%
Relatives 39 39%
Neighbors 8 8%
Advertisements 24 24%
Total 100 100%

Table 3.6 Inspired to buy the Monarch pipes by.

24%
29%

Friends
Relatives
Neighbors
8%
Advretisements

39%

Graph 3.6 Inspired to buy the Monarch pipes by.

35
3.7 Regular customer to Monarch Company or dealers.
Inference
From the table it is inferred that out of 100 respondents, 50 % of the people are regular customers
and 50% people are not regular customers to the monarch pipes.

Decision Responses Percentages

Yes 50 50%
No 50 50%
Total 100 100%

Table 3.7 Regular customers to Monarch Company or dealers.

Yes
50% 50%
No

Graph 3.7 Regular customers to Monarch Company or dealers.

36
3.8 Interested to buy the pipes from.
Inference
From the table it is inferred that out of 100 respondents, 10% customers are interested to buy the
pipes directly from company while 47% through dealers, 3 % through brokers, 2% through friends
and 38% through showroom.

Decision Responses Percentages

Company 10 10%
Dealers 47 47%
Brokers 3 3%
Friends 2 2%
Show room 38 38%
Total 100 100%

Table 3.8 Interested to buy the pipes from.

10%

38% Cmpany
Dealers
Brokers
Friends
Show room
47%
2%
3%

Graph 3.8 Interested to buy the pipes from.

37
3.9 Monarch Company mainly concentrates on agricultural sector.
Inference
From the table it is inferred that out of 100 respondents, 2% have strongly agreed that the monarch
pipes company mainly concentrates on agricultural sector, while 44% have agreed and 54% have
not decided.

Decision Responses Percentages

S.Agree 2 2%
Agree 44 44%
Not decide 54 54%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%

Table 3.9 Monarch Company mainly concentrates on agricultural sector.

0%
2%

S.Agree
Agree
44%
Not decide
54%
Disaree
S.disagree

Graph 3.9 Monarch Company mainly concentrates on agricultural sector.

38
3.10 Expect from pipes company

P1 P2 P3 P4
Quality 96 3 1 -
Weightless - 40 48 12
Length 5 55 46 4
Colour 7 - 13 80

Table 3.10(a) Expect from pipes company

For the table weighted arithmetic mean method has been followed under - Score method points.
For each and every priority points are allotted.

Score =No .of respondents *points

Total score quality = (96*4)+(3*3) +(1*2)+0=395

Total score weightless=0+(40*3)+(48*2)+(12*1) =228
Total score length= (5*4)+(55*3)+(36*2)+(4*1) =261
Total score colour=(7*4)+0+(13*2)(80*1)=134

Weight = Total score/No. of Respondents

39
 Total score Weight Rank

Quality 395 3.95 1

Weightless 228 2.28 3

Length 261 2.61 2

Colour 134 1.34 4

Table :3.10(b) showing respondent’s priority on monarch, vasavi, vijaya, nalanda, star and
nandi

From the table it is inferred that quality first rank, length second rank, third rank is weightless,
fourth is colour, for dimension “Mostly preferred by consumers”.

40
3.11 The customers of the Monarch Company.
Inference
From the table it is inferred that out of 100 respondents, the customers of the Monarch company 68%
customers have yes and 32% have no.

Decision Responses Percentages

Yes 68 68%
No 32 32%
Total 100 100%

Table 3.11 The customers of the Monarch company.

32%

Yes
No

68%

Graph 3.11 the customers of the Monarch Company.

41
3.12 The customer of the Monarch Company since.
Inference
From the table it is inferred that out of 100 respondents, The customer of the Monarch company
since.61 % are customers of monarch pipes company less than 6 month while 32% are since 6- 12
months , 3% 1to 2 years and 4% are since more than 2 years.

Decision Responses Percentages

Less then 6 Ms 61 61%
6 to 12 Ms 32 32%
1 to 2 Years 3 3%
More then 2 Ys 4 4%
Total 100 100%

Table 3.12 The customer of the Monarch company since.

3% 4%

Less then 6 Ms
32% 6 to 12 Ms
1 to 2 Years
61% More then 2 Ys

Graph 3.12 the customer of the Monarch Company since.

42
3.13 Share information with friends and relatives.
Inference:
From the table it is inferred that out of 100 respondents, share information with friends and relatives
38% customers have strongly agreed that they share the information with the friends and relation
while 61% have agreed and 1% have strongly disagreed.

Decision Responses Percentages

S.Agree 38 38%
Agree 61 61%
Disagree 0 0%
S.disagree 1 1%
Total 100 100%

Table 3.13 Share information with friends and relatives

1%
0%

38%
S.Agree
Agree
Disaree
S.disagree
61%

Graph 3.13 Share information with friends and relatives.

43
3.14 Company concentrates on rural market more then urban market.
Inference:
From the table it is inferred that out of 100 respondents, Company concentrates on rural market
more then urban market 27% customers have strongly agreed that the company concentrates on the
rural market more than urban market while 43% customers have agreed 26 % have disagreed and 4%
have strongly disagreed.

Decision Responses Percentages

S.Agree 27 27%
Agree 43 43%
Disagree 26 26%
S.disagree 4 4%
Total 100 100%

Table 3.14 Company concentrates on rural market more then urban market.

4%

27%
26%
S.Agree
Agree
Disaree
S.disagree

43%

Graph 3.14 Company concentrates on rural market more then urban market.

44
3.15 Company provides better services than other company.
Inference
From the table it is inferred that out of 100 respondents, Company provides better services than
other company. 38% customers have strongly agreed while 60% customers have agreed and 2 %
have disagreed.

Decision Responses Percentages

S.Agree 38 38%
Agree 60 60%
Disagree 2 2%
S.disagree 0 0%
Total 100 100%

Table 3.15 Company provides better services than other company.

2% 0%

38%
S.Agree
Agree
Disaree
S.disagree
60%

Graph 3.15 Company provides better services than other company.

45
3.16 Monarch company has highest market share in south India.
Inference
From the table it is inferred that out of 100 respondents, 10 % have strongly agreed that monarch
pipes has highest market share in south India while 62% have agreed and 28 % have not decided.

Decision Responses Percentages

S.Agree 10 10%
Agree 62 62%
Not decide 28 28%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%

Table 3.16 Monarch company has highest market share in south India.

0% 10%

28%
S.Agree
Agree
Not decide
Disagree
S.disagree

62%

Graph 3.16 Monarch company has highest market share in south India.

46
3.17 Monarch pipe uses chemicals in it problem which will effect drinking water.
Inference
From the table it is inferred that out of 100 respondents, 3 % customers have strongly agreed that
the monarch pipes uses chemicals that will affect drinking water 63 % have agreed 6 % have not
decided 3% have disagreed and 25 %have strongly disagreed.

Decision Responses Percentages

S.Agree 3 3%
Agree 63 63%
Not decide 6 6%
Disagree 3 3%
S.disagree 25 25%
Total 100 100%

Table 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water

3%

25%

S.Agree
Agree
Not decide
3%
Disaree
6% S.disagree
63%

Graph 3.17 Monarch pipe uses chemicals in it problem which will effect drinking water

47
3.18 using the pipe for the purpose of
Inference
From the table it is inferred that out of 100 respondents, using the pipe for the purpose of 1% has
drinking water, 69% have water flow and 30% have others.

Decision Responses Percentages

Drinking water 1 1%
Water flow 69 69%
Power wiring 0 0%
Others 30 30%
Total 100 100%

Table 3.18 using the pipe for the purpose of

1%

30%

Drinking water
Water flow
Power wiring
0% Others

69%

Graph 3.18 using the pipe for the purpose of

48
3.19 The supply centre with in 5 Km.
Inference
From the table it is inferred that out of 100 respondents, 59 % of the customers said that the supply
center is 5 KM away and 41% said that it is beyond 5Km .

Decision Responses Percentages

Yes 59 59%
No 41 41%
Total 100 100%

Table 3.19 the supply centre with in 5 Km

41%
Yes
No
59%

Graph 3.19 the supply centre with in 5 Km

49
3.20 Good word of mouth is more important for company.
Inference
From the table it is inferred that out of 100 respondents, good word of mouth is more important for
company 37% have strongly agreed and 63% have agreed.

Decision Responses Percentages

S.Agree 37 37%
Agree 63 63%
Not decide 0 0%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%

Table 3.20 good word of mouth is more important for company

0%

37% S.Agree
Agree
Not decide
Disaree
63% S.disagree

Graph 3.20 good word of mouth is more important for company

50
3.21 company expect to create good word of mouth
Inference
From the table it is inferred that out of 100 respondents, the company expect to create good word of
mouth 98% have yes and 2% have no.

Decision Responses Percentages

Yes 98 98%
No 2 2%
Total 100 100%

Table 3.21 company expect to create good word of mouth

2%

Yes
No

98%

Graph 3.21 company expect to create good word of mouth

51
3.22 Monarch pipes prices are low.
Inference
From the table it is inferred that out of 100 respondents, 36% customers have strongly agreed the
Monarch pipes prices are low, 63% have agreed and 1% has not decided.

Decision Responses Percentages

S.Agree 36 36%
Agree 63 63%
Not decide 1 1%
Disagree 0 0%
S.disagree 0 0%
Total 100 100%

Table 3.22 Monarch pipes prices are low.

0%
1% 0%

36% S.Agree
Agree
Not decide
Disagree
63% S.disagree

Graph 3.22 Monarch pipes prices are low.

52
3.23 The company to produce other agricultural products.
Inference
From the table it is inferred that out of 100 respondents, 96% customers have yes the company to
produce other agricultural products and 4% have no.

Decision Responses Percentages

Yes 96 96%
No 4 4%
Total 100 100%

Table 3.23 the company to produce other agricultural products.

4%

Yes
No

96%

Graph 3.23 the company to produce other agricultural products.

53
3.24 The credit facility should be at least.
Inference
From the table it is inferred that out of 100 respondents, 4% customers avail a credit facility of a 1
week 54 %, 2 weeks 9 % 1 month and 33 % avail 2 months.

Decision Responses Percentages

1 Week 4 4%
2 Weeks 54 54%
1 Month 9 9%
2 Months 33 33%
Total 100 100%

Table 3.24 the credit facility should be at least.

4%

33%
1 Week
2 Weeks
1 Month

54% 2 Months

9%

Graph 3.24 the credit facility should be at least.

54
3.25 The Monarch pipe market will spread all over India.
Inference
From the table it is inferred that out of 100 respondents, 61% customers have yes the Monarch pipe
market will spread all over India and 39% customers have no.

Decision Responses Percentages

Yes 61 61%
No 39 39%
Total 100 100%

Table 3.25 the Monarch pipe market will spread all over India.

39%
Yes
No
61%

Graph 3.25 the Monarch pipe market will spread all over India.

55
4.1 FINDINGS
From the survey it is found that every body is aware of Anantha PVC pipes
 60% of the respondents were using pipes for agriculture need and only 26% of the
respondents were using for domestic purpose
 Nearly 60% of the respondents are highly satisfied with the quality of Anantha pipes
 From the study it is found that when compared to other brands, price of the Anantha pipes is
high.
 65% of the customers are satisfied with the after sales service provided by Anantha pipes.
 4% customers are known about The Monarch Pipes through print media, 2% customers are
known about the monarch pipes through television 64% through friends and 30% through
dealers.
 39 % customers have strongly agreed that the monarch pipe company is best company in a
AP while 33% have not decided , 28% of disagreed.
 50 % of the people are regular customers and 50% people are not regular customers to the
monarch pipes.
 10% customers are interested to buy the pipes directly from company while 47% through
dealers, 3 % through brokers, 2% through friends and 38% through show room.
 2% have strongly agreed that the monarch pipes company mainly concentrates on
agricultural sector, while 44% have agreed and 54% have not decided.
 16 % are customers of monarch Pipes Company less than 6 month while 32% are since 6-
12 months, 3% 1to 2 years and 4% are since more than 2 years.
 38 % customers have strongly agreed that they share the information with the friends and
relation while 61% have agreed and 1% has strongly disagreed.
 27% customers have strongly agreed that the company concentrates on the rural market
more than urban market while 43% customers have agreed 26 % have disagreed and 4%
have strongly disagreed.
 10 % have strongly agreed that monarch pipes has highest market share in south India while
62% have agreed 28 % have not decided.
 3 % customers have strongly agreed that the monarch pipes uses chemicals that will effect
drinking water 63 % have agreed 6 % have not decided, 3% have disagreed and 25 %have
strongly disagreed.
 59 % of the customers said that the supply center is 5 KM away and 41% said that it is
beyond 5Km .
 4 % customers avail a credit facility of a 1 week 54%, 2 weeks 9 % 1 month and 33 % avail
2 months.

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

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ANNEXURE
A Study on Marketing (Customer Satisfaction) with regard to Anantha PVC Pipes Pvt, Ltd.,
S.No. 26, N.H.7, Bangalore Road, Hampapuram, AnantapurDist, A.P
*-*-*
Questionnaire for Measuring Customer Satisfaction
===============================================================
Name:
Age: Qualification:
Extant Land: Type of Crop:
Average Income: Motor HP:
Water Source: Rain/Bore/Well/Tank/Canal
===============================================================
1. What are the brands you are aware mostly
a) Monarch
b) Vasavi
c) Vijaya
d) Nalandha
e) Star
f)Nandi
2. Are you aware of Monarch Pipes?
a) Yes
b) No
3. How did you get to know about the brand Monarch Pipes?
a) Print media
b) television
c) friends / relatives
d) dealers
4. Which company products do you prefer to use?
a) Monarch
b) Vasavi
c) Vijaya
d) Nalandha
e) Star
f)Nandi
5. Monarch is best company in A.P.
a) Strongly agree
b) Agree

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c) Not decide
d) Disagree
e) strongly disagree
6. I am inspired to buy the Monarch pipes by
a) Friends
b) Relatives
c) Neighbors
d) Advertisements
7. Are you a regular customer to Monarch Company or Dealers?
a) Yes
b) No
8. You are interested to buy the pipes from
a) Company
b) Dealers
c) Brokers
d) Friends
e) Showroom
9. Monarch company mainly concentrates on agricultural sector
a) Strongly agree
b) Agree
c) Not decide
d) Disagrees
e) strongly disagree
10. What do you expect from a pipe company?
a) Quality
b) weightless
c) length
d) colour
11. Are you the customer of the Monarch Company?
a) Yes
b) No
12.I am the customer of the Monarch Company since
a) Less than 6 months
b) 6 to 12 Months
c)1 to 2 years
d) More than 2 years

59
13.I share the information with my friends and relatives
a) Strongly agree
b) Agree
c) Disagree
d) Strongly disagree
14. Company concentrates on rural market more than urban market
a) Strongly agree
b) Agree
c) Disagree
d) Strongly disagree
15. Monarch Company provides better services than other company
a) Strongly agree
b) Agree
c) Disagree
d) Strongly disagree
16. I think Monarch Company has highest market share in south India
a) Strongly agree
b) Agree
c) Not decide
d) Disagree
e) Strongly disagree
17. Do you think Monarch pipe uses chemicals in it problem which will effect drinking water.
a) Strongly agree
b) Agree
c) Not decide
d) Disagree
e) Strongly disagree
18. You are using the pipe for the purpose of
a) Drinking water
b) Water flow
c) Power wiring
d) Others
19. Do you have the supply centre with in 5 Km?
a) Yes
b) No
20. The good word of mouth is more important for company

60
a) Strongly agree
b) Agree
c) Not decide
d) Disagree
e) Strongly disagree
21. Can the company expect you to create good word of mouth?
a) Yes
b) No
22. I think Monarch pipe prices are low price
a) Strongly agree
b) Agree
c) Not decide
d) Disagree
e) Strongly disagree
23. Do you invite the company to produce other agricultural products?
a) Yes
b) No
24. If agreed the credit facility should be at least to
a) 1week
b) 2weeks
c) 1month
d) 2months
e) 2months
25. Do you expect the Monarch pipe market will spread all over India?
a) Yes
b) No

61
BIBLIOGRAPHY

Books
Principles of Marketing - Philip Kotler / Gary Armstrong
Marketing management - V.S. Ramaswamy&Namakumari 1998
Research methodology - C.R.Kothari
Marketing Research - G. C. Beri

Search Engines
http://google.com
http://nandipipes.com
http://ananthapvcpipes.com
http://wikipedia.com
http://answers.com

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