[DOCUMENT TITLE]

A STUDY ON CONSUMER SATISFACTION

PRODUCTS OF BALAJI WAFERS PVT. LTD.

CHAPTER-1
INTRODUCTION

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NO TITILE

1 INTRODUCTION

2 CONCEPT OF CONSUMER SATISFACTON

3 OBJECTIVE OF CONSUMER SATISFACTION

4 MISSION OF COMPANIES

5 IMPORTANCE OF CONSUMER
SATISFACTION

INDEX

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INTRODUCTION
 INTRODUCTION TO CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depend on the offer’s performance in
relation to the buyer expectation. In general satisfaction is a person's feelings of
pleasure or disappointment resulting from comparing a products
perceived performance relation to his/her expectations. If the performance falls short
of expectation, the customer is dissatisfied. If the performance matches the
expectation customer is satisfied.
If the performance exceeds the expectation the customer is highly satisfied. Customer
satisfaction cannot be very difficult. After all you either satisfied with the
services you receive or you are not. If you, don’t you are not. If it is that easy, then
obtaining people's opinion about how satisfied they are with relatively straightforward
matter- or is it? Customer satisfaction is a marketing tool and a definite value-added
benefit. It is often perceived by customers as important as the primary productor
service your organization offers.
It looks at what is involved from 3 different angles, the first is from the view of
inorganization wishing to understand, and measures, how satisfied its customer are
with the products and services they receive from it. The second is from the
perspective of a research agency that has been asked to obtain feedback from
customers and about their experiences when dealing with companies. Finally, it
considers the issue from the perspective of consumers who participate
in surveys, including both business customers and members of general public

 Concept of satisfaction:
The existence of many companies on the market is conditioned with a number of
satisfied customers. Customers are the key factor of the existence and company
development on the market. It is obvious then, that firms, which want to face the
competition, need to provide valuable and unique terms to their customers, that will
satisfy their needs. This satisfaction includes not only the feelings associated with the
purchasing process, but also the atmosphere before and after the execution of
purchases.
If the company brings itself closer for clients, it easier fulfils their needs and desires
for in a long period of time
 Therefore, a crucial factor of building a long-term success of the company is
ongoing satisfying client’s needs

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 Customer satisfaction is often associated with the customer gratification.

Products or services, that are a source of satisfaction, provide the desirable
value to their customers, at least in a sufficient degree. Standard ISO 10004
specifies, that: “Satisfaction is a judgement, an opinion expressed by the
customer. The degree of satisfaction reflects the gap between the customer’s
vision of the expected product, and the customer’s perception of the delivered
product”

 All decisions, made by the consumer, are affected by many factors, including
economic ones, such as: incomes, price, savings, loans, the impact of
marketing instruments, and non-economic factors, such as: demographic,
social or psychological ones

 Recognizing and satisfying customer’s needs, expectations, preferences and

behavior is not easy and — what is more — knowing it does not guarantee
success on the market. The reason of this is the fact, that consumer behavior is
not rational. Consumers, who make a purchase of a certain good, usually have
already clarified requirements referring to its quality, purpose or use. They do
not pay for the product in a physical sense, but they pay for value or what they
expect from the product. Expectation has a different scope and sometimes they
could be very overstated or quite modest. That’s why taking a decision by the
consumer is preceded by initiating and defining the customer’s specific needs.
The consumer need means a demand for specific goods and services.
According to J. Senesky: “Consumer need is a state of indispensability of
products possession or use, being a result of achieved level of development of
the human environment and his requirements as a bio-psycho-social structure”

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 All the consumption needs refer to with the products of human labor. Another
definition says, that the need is a potential or actual condition of the absence
of something, what is necessary to keep a person alive and allows him for
individual development, gaining and maintain a certain social status, etc.

 Needs provide a discomfort associated with the lack of satisfaction caused by

shortage of tangible or intangible values in the certain situation. There are few
fundamental human needs — but human desires have unlimited character.
Although people have limited resources, so they choose the products which
provide good value for money.

 The basis of the customers’ choice is perceived by its value, which specific
products or services are able to deliver. Specifying value for the good is not
the same as for the service — value in services is different from the value of
products. Due to the nature of services, their value has always immaterial
character, although there are also material elements. Customer’s reception of
service is generally more emotional than the perception of products. Value
plays a very important role in customers’ decision making. Having a choice
between several offers, they decide on the products or services which value is
perceived as the highest. Customers do not evaluate the product value and cost
in an objective manner, but only as perceived value. The valuation of the
goods delivered to the customer is a challenge for today’s manufacturers.

 DEFINATION:
Customer satisfaction is defined as a measurement that determines how happy
customers are with a company's products, services, and capabilities. Customer
satisfaction information, including surveys and ratings, can help a company determine
how to best improve or changes its products and services.

OBJECTIVE
In addition to a clear statement defining customer satisfaction, any successful
customer survey program must have a clear set of objectives that, once met, will lead
to improved performance. The most basic objectives that should be met by any
customer surveying program include the following:

 Understanding the expectations and requirements of your customers.

 Determining how well your company and its competitors are satisfying these
expectations and requirements.
 Developing service and/or product standards based on your findings.
 Examining trends over time in order to take action on a timely basis.
 Establishing priorities and standards to judge how well you’ve met these
goals.

Before an appropriate customer satisfaction surveying program can be designed, the

following basic questions must be clearly answered:

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 How will the information we gather be used?

 How will this information allow us to take action inside the organization?
 How should we use this information to keep our customers and find new ones?

Careful consideration must be given to what the organization hopes to accomplish,

how the results will be disseminated to various parts of the organization, and how the
information will be used. There is no point asking customers about a particular service
or product if it won’t or can’t be changed regardless of the feedback.

Conducting a customer satisfaction survey program is a burden on the organization

and its customers in terms of time and resources. There is no point in engaging in this
work unless it has been thoughtfully designed so that only relevant and important
information is gathered. This information must allow the organization to take direct
action. Nothing is more frustrating than having information that indicates a problem
exists but fails to isolate the specific cause. Having the purchasing department of a
manufacturing firm rate the sales and service it received on its last order on a survey
scale of 1 (terrible) to 6 (magnificent) would yield little about how to improve sales
and service to the manufacturer.

The lesson is twofold. First, general questions are often not that helpful in customer
satisfaction measurement, at least not without other more specific questions attached.
Second, the design of an excellent customer satisfaction surveying program is more
difficult than it might first appear. It requires more than just writing a few questions,
designing a questionnaire, calling or emailing some customers, and then tallying the
results.

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IMPORTANCE OF
CONSUMER SATISFACTION
it is imperative to understand the importance of consumer satisfaction. Let us look at
five key factors that make customer satisfaction important.

1. Repeat customers

Satisfied customers are likely to purchase from you again. One easy way of knowing
this is through consumer satisfaction surveys. Ask them to rate their satisfaction levels
on a scale of 1 to 10 and see who will be happy to purchase from you in the future.
Customers that rated you 7 or more are satisfied and are likely to engage with your
business again. A score of 6 or below is cause for concern; these customers are
unhappy with you and are a huge attrition risk.

Customers that rated 9 or 10 are your biggest advocates and most loyal customers.
You may use them to promote your brand and improve your CSAT scores.

2. Competition differentiator

Customer satisfaction is the key to making or breaking brands. In this competitive

world of a huge number of brands, customer satisfaction has to be focal to your
customer strategy. No amount of marketing campaigns and promotions will help you
if your customers are not satisfied. Brands that have low levels of customer
satisfaction are likely to perish in the future. Brands that have advocates are far likely
to do better than brands that do not. You will have brand advocates when you have
satisfied customers. So, as you see, it all begins and ends with customer satisfaction.

3. Reduce customer churn

A Contrary to popular belief, pricing is not the main reason for customer churn. Yup,
you guessed it right; it’s customer service. We know of several brands that have a
huge customer base despite high prices. You can use customer satisfaction scores and
inputs from your CSAT surveys to improve upon your customer service processes.
Poor customer service quality will hurt you and cost you customers in the long term.
Seek continuous customer feedback to track your progress and routinely share it with
your customer service reps.

4. Decrease negative word of mouth

According to McKinsey’s research, an unhappy customer will talk about their

experience to anywhere between 9-15 people. Considering the number of dissatisfied
customers you may have, that’s a lot of negative press. This will directly impact your
business revenue and brand reputation. Repeat business rides on customer
satisfaction, and unhappy customers are detrimental to your business. There will

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always be customer churn, but you do not want to lose customers based on bad word
of mouth. Conducting regular CSAT surveys will help you measure customer
satisfaction and identify factors that may be hampering your CSAT scores.

5. Retaining customers is cost-effective

The cost to acquire new customers is 6-7 times more than retaining your current
customers. This puts into perspective how vital customer satisfaction is. Rather than
spending huge amounts of money on acquiring new customers, spend a fraction of it
on improving your existing processes and systems to retain customers. This will go a
long way in saving costs and growing your business revenue. 

 BENEFITS OF CONSUMER SATISFACTION

Brands need to understand customer satisfaction benefits before they invest effort and
resources in processes and systems to improve their CSAT score. Here are some key
benefits of customer satisfaction that all brands need to take into account.

1. Customer loyalty

When your customers are satisfied, they believe in the brand and become loyal. These
loyal customers give brands repeat business and form a major part of the revenue.
Losing customers takes a huge toll on your business revenue and customer churn
numbers. Adobe’s report said loyal customers spent 67% more than new ones via
repeat orders, upsells, etc. Add to this the positive word of mouth to friends and
family from your loyal customers, and it really starts to add up. Satisfied existing
customers feel they can promote the brand to their loved ones for the great
experiences they’ve had.

2. Support pillars

Satisfied customers are more likely to stand by in times of crisis; they care for
the brand and want to see it thrive. This has been observed in many cases for big
brands such as McDonald’s, when their rumors of caterpillars in their foods. They
trust the brand and are understanding of any shortcomings or crisis that may befall
them.

3. Sales revenue

Brands focusing on customer satisfaction actively have healthy sales revenue.

They do not lose old customers and have a steady revenue stream from repeat
business. Customer satisfaction and increased revenue are directly correlated.
Satisfied customers stay loyal to your brand, interact with it, buy often, and make
recommendations to their colleagues, friends, and family. Run online customer
surveys to note which areas are impacting customer satisfaction negatively and need

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improvement. This will help improve customer satisfaction and reduce customer
churn.

4. Boost brand reputation and popularity

Customer satisfaction impacts brand reputation and popularity. See customer

feedback and figure out which areas could be improved and improve satisfaction. Is it
accounts or customer service? Don’t be afraid to ask your customers; honest feedback
will help manage expectations and act accordingly. Famous brands have dedicated
teams and initiatives for improving customer satisfaction, which helps them achieve
high sales figures.

5. Reduce marketing expenses

Satisfied customers are your biggest advocates. Their positive word-of-mouth

lends your brand credibility, popularity, and helps acquire new customers. This brands
a lot of money that they would spend on marketing and promotional campaigns to
acquire new customers.

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CHAPTER-2
COMPANY
PROFILE

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COMPANY PROFILE

2.1 HISTORY

2.2 COMPANY PROFILE

2.3 BORD OF DIRECTORS

2.4 MISSION

2.5 PRODUCT OF BALAJI WAFERS

COMPANY’S ACHIEVEMENTS
2.6

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COMPANY PROFILE

HISTORY

Most of the have a modest beginning. The infancy of this company began more than
20 years ago in 1982 with the efforts of Mr. Bhikubhai, Mr. Chandubhai, Mr.
Kanubhai & the numbers of their family.

When Chandubhai & Bhikhubhai was working a contact basis for supplying of
wafers to canteen of Astron theatre at Rajkot city they got readymade products from
third party manufacturer & supply the same to canteen of Astron theatre. But as usual
there was problem of short supply as well as delay in supply of the product an time.
As this kind of problem lead a business to verify “something” had to be alone in these
regards as the ultimate

To all these problems they decide to manufacture wafers its own & supply the same to
canteen. And thus, foundation of the Balaji was setup without any brand name.

This development had lead Balaji wafers producers to “Balaji Wafers Pvt Ltd in
1990. They introduced production & packaging machinery in 1997 to deal with huge
demand.

Recently they had set up a huge fully automatic plant with the production capacity
of 1200 Kg. per how far production as well as nitrogen filler packaging for long-
term presentation of the products.

As it reduces the manpower, cleanliness is also maintained in the plant.

Then, they decided to introduce a new machine that could produce more wafers as
above machine produced. The semi-automatic machine produced 400 Kg. Wafer per
hour, in 1995 – 96. In 1995 – 96, the supply was only in Gujarat itself. But due to
popularity of crunchy – munchy wafers. There was increment of demand in other
states like Maharashtra & Rajasthan.
This plant is situated in Vajdi (Vad) spreader over 85000 Sq. m. which acquires 90%
shares in Gujarat.

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BALAJI OF VIRANI

Balaji and Virani -- the combination sounds familiar. The Virani family of Balaji
Telefilms’ soap Kyunki saas bhi kabhi bahu thi may be a household name, but here’s
another Virani family from real, not reel, life that has stormed Gujarati homes. With
Balaji snack foods, what else? When four Virani brothers from Rajkot (Saurashtra) –
Meghjibhai, Chandubhai, Bhikhubhai and Kanubhai – entered the snackfoods
business two decades ago, they never thought that one day they would give the MNCs
a bite for their money. But today, Balaji Wafers has emerged more than a munch for
Pepsi’s Frito – Lay, with almost 70% of the state’s wafers market in its pocket, err,
packet.

Their very own version of the Virani family drama, starting in Saurashtra’s
commercial club Rajkot in a dingy cinema hall canteen, has all the masala of an
entrepreneurial zing. But that’s where the similarity between the TV show and family
business drama seems to end. The Virani’s say they never quite borrowed the Virani
– Balaji combo from TV; if at all, it should have been the other way round. Because
their Balaji saga actually started back in 1982, when Balaji Telefilms promoter
Jeetendra was still known as the Jumping Jack.

Born to a farming family in the nondescript Dhundhoraji village in Jamnagar district,

brothers Virani first dirtied their hands in the diamond and agriculture kits business in
the mid-1970s. But the effort ended in disaster. “We tried trading in diamonds and
agricultural kits. But lost the entire Rs. 20, 000 capital our father gave us”. Says
Chandubhai, managing director of Balaji Wafers Pvt. Ltd, and a class X pass out.
Chandubhai and his brother Meghjibhai next took up jobs in Rajkot’s Astron Cinema
selling refreshments. “I earned Rest. 100 per month while my brother took home Rs.
155,” he recalls.

Later, when the cinema owner Govindbhai handed over the canteen to them on
contract basis in 1976, Chandubhai introduced sandwiches, with a little help from the
dadies of his household who supplied him with exotic homemade masala. The
sandwiches soon went on to prove an instant hit in the Saurashtra region. Even, the

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Viranies continue selling their sandwiches, though they rake in less than a fraction of
their turnover.

Noticing early on that potato wafers constituted 80% of the refreshment sale, the
brothers decided to turn that into their core business. That’s when Balaji was born.
“We even managed to get a specialist cook, but he turned out to be a shirker. So,
often, I had to slice potatoes and fry them myself,” Says Chandubhai, strongly
advocating a do-it-yourself attitude towards business.

“The demand for wafers was tremendous and the supply limited, given the
distribution constraints in those days. Companies located in Mumbai could not meet
the local demand, so we decided to pitch in and make good of the supply gap,” says
Chandubhai, turning nostalgic at thought of how, 23 years ago, he had purchased 60
kg potatoes to make 15 kg of wafers.

Today, with gradual automation that began in 1993 Balaji has the capacity to produce
1200 kg wafers per hour. The viranies even took a Rs. 15 Crore loan from
corporation bank to mechanize production. The technology was sourced from the
U.S. and U.K and Germany to help improve quality.

Its market estimates are to be believed, Viranies have built Rs. 150 Crore business out
of potato wafers. Of course, the brothers themselves refused to reveal the size of their
profit and sales. However, market estimates, says that it could be around 125 Crore.

All that they say, instead, is that in the first ten years, 1982 to 1992 while the business
grew the revenues were small. So even as the family sifted to a 750 sq. yard house in
the city, family members continued to do most of the processing including procuring
potatoes, cleaning them, frying them and even packaging them. From going about
distributing the product on a moped, they bought a rickshaw two years later. A tempo
was subsequently added with a Rs. 1.8 lakh loan form a bank.

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COMPANY PROFILE

Name of the Firm Balaji Wafers Pvt. Ltd

Registered Office Balaji Wafers Pvt. Ltd.,

Vajdi (Vad)
Kalavad Road,
Tal. (Lodhika)
Dis. Rajkot – 360 003.
Gujarat (India).

Working At Same as Above.

Branch Office G.I.D.C. area, Rajkot.

Year of Establishment 1981 – 82

Form of organization Private Ltd. Co.

Seale of Unit Medium Scale Unit.

Mail Contact@balajiwafers.co

Website Wwwbalajiwafers.com

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BOARD OF DIRECTORS

Chairman : - Mr. Bhikhubhai Virani

Managing director : - Mr. Chandubhai Virani

Technical director : - Mr. Kanubhai virani

Research & development manager : - Mr. Keyur virani

General mange : - Mr. Hitesh Virani

Marketing Manager : - Mr. Nayan Tank.

MISSION
1. To provide ultimate value satisfaction to its customers in terms of quality
commensurate with price through
a. Better quality
b. Excellence in technology
c. Speedy service
d. Management expertise

2. Too much preferred organization for both its future and present

a. Employees
b. customers\suppliers
c. Related agencies and society at large
d. Share holders

3. Continue its march towards program and retain its front-line BALAJI a symbol
of quality.

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PRODUCT OF BALAJI WAFERS

 Potato Salted Wafers:

INGREDIENTS
CHOICEST POTATOES,
EDIBLE OIL AND IODIZED
SALT
POUCH PACKING
30 GMS.,40 GMS., 75 GMS.,
180 GMS...

 Masala Shing:

INGREDIENTS
CHOICEST ROASTED
PEANUTS, CHILLY
POWDER, SPICES AND
IODIZED SALT.
POUCH PACKING
40 GMS.,100 GMS...

 Khatta Mitha Mix:

INGREDIENTS
CORN FLKES, EDIBLE OIL,
RICE FLAKES, PEANUT
SPLITS, SUGAR POWDER,
CURRY LEAVES, ROASTED
GRAM SPLIT, AMCHUR
POWDER, BLACK SALT,
IODIZED SALT, SPICES
AND CONDIMENTS.
POUCH PACKING
15 GMS., 40 GMS., 90 GMS.,
200 GMS...
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 Potato masala:

INGREDIENTS
CHOICEST POTATOES,
EDIBLE OIL, CHILLY
POWDER, IODIZED SALT,
SPICES AND CONDIMENTS
POUCH PACKING
30 GMS., 40 GMS., 75 GMS.,
180 GMS…

 Masala Peas:

INGREDIENTS
CHOICEST PEAS, EDIBLE
OIL, CHILLY POWDER,
IODIZED SALT, SPICES AND
CONDIMENTS
POUCH PACKING
100 GMS., 200 GMS...

INGREDIENTS
 Tikha Mitha mix:
GRAM FLOUR, EDIBLE
OIL, RICE FLAKES, PEAS,
GREEN GRAM, PEANUT
SPLITS, SUGAR POWDER,
CURRY LEAVES,
SESAME, CORIANDER,
BLACK PAPER, CUMIN
SEEDS, AJOWAN,
IODIZED SALT, SPICES
AND CONDIMENTS.
POUCH PACKING
15 GMS., 40 GMS., 90
GMS., 200 GMS...
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 Aloo sev:

INGREDIENTS
POTATO POWDER, EDIBLE
OIL, GRAM FLOUR,
STARCH, CHILLY
POWDER, MINT OIL,
IODIZED SALT, SPICES
AND CONDIMENTS.
POUCH PACKING
15 GMS., 40 GMS., 90 GMS.,
180 GMS…

 Banana Masala wafers:

INGREDIENTS
CHOICEST BANANAS,
EDIBLE OIL, CHILLY
POWDER, IODIZED SALT,
SPICES & CONDIMENTS.

POUCH PACKING
80 GMS…

 Chana Dal:

INGREDIENTS
CHOICEST GRAM
SPLITS, EDIBLE OIL,
CHILLY POWDER,
IODIZED SALT, SPICES
AND CONDIMENTS.

POUCH PACKING
100 GMS., 200 GMS...

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 Shing Bhujia:

INGREDIENTS
PEANUTS, GRAM FLOUR,
EDIBLE OIL, BLACK GRAM
FLOUR, IODIZED SALT,
SPICES AND CONDIMENTS.

POUCH PACKING
15 GMS., 45 GMS., 100 GMS.,
200 GMS...

 Mung Dal:

INGREDIENTS
CHOICEST KIDNEY BEAN SPLITS,
EDIBLE OIL AND IODIZED
SALT.

POUCH PACKING
100 GMS., 200 GMS...

 Chataka Pataka:

INGREDIENTS
RICE MEAL, EDIBLE OIL,
CORN MEAL, GRAM
FLOUR, SPICES AND
CONDIMENTS, IODIZED
SALT, CONTAINS ADDED
FLAVOUR.

POUCH PACKING
40 GMS…

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 Shing:

INGREDIENTS
GRAM FLOUR, BLACK
PAPPER, EDIBLE OIL,
AJOWAN AND IODIZED
SALT

POUCH PACKING
60 GMS.,150 GMS...

 Gathiya:

INGREDIENTS
CHOICEST ROASTED
PEANUTS, AND IODIZED
SALT.

POUCH PACKING
40 GMS.,100 GMS...

 Farali Chewdo:
INGREDIENTS
CHOICEST POTATOES,
EDIBLE OIL, PEANUTS
SPLITS, SUGAR POWDER,
CHILY POWDER, IDOIZED
SALT, SPICES AND
CONDIMETS.

POUCH PACKING
40 GMS., 90 GMS., 200
GMS...

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COMPANY’S ACHIEVEMENTS
The company’s food production like potato wafers, banana wafers. & Other
salty production is prepared in its fully automatic plant with bacteria free &
stringent hygienic standers. The use of computer system ensures uniform quality &
obviates the necessity for launch of human hands. The production environment is
such which makes it possible to make the production less only & more
________________

According to the survey conducted by “Times of India”, Balaji

Wafers Ranks “4th” in branch recognition in India

‘Business standard paper dated 10th September 2003 addressed

Chandubhai virani as the ‘wafer sultan’ in the ‘meet your enter rear’ column.

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CHAPTER-3
LITRETURE
REVIEW

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CHAPTER-3

LITRETURE REVIEW

NO. TITILE

3.1 Meaning of Literature

Review

Literature
3.2 Review For
Research Work

3.3 Research Gap

LITERATUR RIVIEW

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Definition:

A literature review is an objective, critical summary of published research literature

relevant to a topic under consideration for research. Its purpose is to create familiarity
with current thinking and research on a particular topic, and may justify future
research into a previously overlooked or understudied area.

Introduction:

 A concise definition of a topic under consideration (this may be a descriptive or

argumentative thesis, or proposal), as well as the scope of the related literature
being investigated. (Example: If the topic under consideration is ‘women’s
wartime diaries’, the scope of the review may be limited to published or
unpublished works, works in English, works from a particular location, time
period, or conflict, etc.)
 The introduction should also note intentional exclusions. (Example: “This
review will not explore the diaries of adolescent girls.”)
 Another purpose of the introduction is to state the general findings of the
review (what do most of the sources conclude), and comment on the
availability of sources in the subject area.

Main Body:

 There are many ways to organize the evaluation of the sources. Chronological
and thematic approaches are each useful example.
 Each work should be critically summarized and evaluated for its premise,
methodology, and conclusion. It is as important to address inconsistencies,
omissions, and errors, as it is to identify accuracy, depth, and relevance.
 Use logical connections and transitions to connect sources.

Conclusion:

 The conclusion summarizes the key findings of the review in general terms.
Notable commonalities between works, whether favorable or not, may be
included here.
 This section is the reviewer’s opportunity to justify a research proposal.
Therefore, the idea should be clearly re-stated and supported according to the
findings of the review.

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What Is a Literature Review?

A literature review discusses published studies and commentaries in a particular
subject area and offers an overview of that literature.

Literature reviews analyze sources relevant to a particular issue or area of research,

and are typically included in scholarly papers in the social sciences and “hard”
sciences (biology, chemistry, etc.). The term literature in this context refers to a body
of research literature (It does not mean the literary works encompassed by terms like
American literature).

Literature reviews provide a summary and synthesis of the information already

published on an issue. A summary is a recap of the important information in a source.
A synthesis is the combination of several sources into a single text, with the aim of
creating an understanding of the information in those sources or an original
perspective on that information, and/or highlighting patterns, themes, conflicts, and
gaps in the sources.

A literature review is not the same as an argumentative research paper. Literature

reviews summarize and synthesize the information already written about a certain
field or topic without adding new contributions. While literature reviews include
critical analysis of the arguments in the sources presented, they should not go beyond
this critical analysis, that is, they should not include the original arguments or ideas of
the writer (that’s you!).

Often, writing a literature review will be part of the process of writing an

argumentative paper or part of the argumentative paper itself. The literature review
serves to situate the current paper in the body of relevant literature and to provide
context for the reader.

Ghosh, Dr DK, and Shweta S. Kulshrestha. (2016) The company needs to maintain the
employee brand and due to which the satisfaction level of the employee is maintained

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and the effectiveness of the organization can be improved. In my data analysis I have
collected the data from the employees of Amul group of companies, Balaji Wafers
Pvt. Ltd., Echjay Industries Pvt. Ltd., Falcon Pump Pvt. Ltd., P.M. Diesels Pvt. Ltd.,
Jyoti CNC Pvt. Ltd., Kadwani Forge Ltd., Patel Brass Work Pvt. Ltd., Saral group of
Industries and Third Agro Technology Pvt. Ltd. I have collected the data through
preparation of questionnaire and have analyzed the data using discriminate analysis
for analyzing the employee branding impacting the organizational success through
SPSS software. Through the Analysis it is clear that if the companies are able to
maintain employee Branding, then they will definitely earn profit through the most
important factor i.e., satisfaction of employees which is converted into customers
satisfaction.

Dixit, Kavaldeep, and Tanjul Saxena. (2014) Net scribes’ latest market research
report titled Snacks Market in India 2014 elaborates the competitive market scenario
of the Indian snacks market and its growth prospects in the ensuing years. Indian
snacks market is experiencing rising demand due to various driving factors which in
turn is providing immense opportunities to manufacturers to grow and operate in the
market lucratively. The report provides a snapshot of the Indian snacks industry that
has witnessed several changes since 1995. In the initial years, the market was
dominated by two players – traditional snacks player Haldiram and ‘Uncle Chips’
manufacturer Amrit Agro. For snacks, quality standards laid by FSSAI have to be
followed by the industry players. Various government policies that have been
formulated for the food processing sector such as FDI, tax benefits and export
promotions are applicable for the snack category as well.

Keyur Popat. (1976) by the member of Virani family. For supplying wafers and
namkeens to local brands to the patrons of Astron Cinema, Rajkot. Due to the short
supply of that product they decided to make their own product line in year 1982. By
the overwhelming retail success, they were inspired to set a semi-automatic plant.
Instead of preparing wafers by the traditional frying method this semi-automatic plant
boosted the quality, taste and more sales also. You can have Balaji snacks in every
100 meters of area in Gujarat. Winning the heart by quality and great taste and
distributing sufficient dealer margin is a winning strategy of Balaji Group. People's
love is the most memorable achievement. In year 2003 Balaji Group took pride to

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introduce this biggest fully automated Potato processing machinery plant in India
which can process 4500 kg potato and make 1200 kg of chips per hour.

Masuma Bharmal Jariwala. (2017) Balaji Wafers, the largest regional potato wafer
and snack brand and the second biggest player in the potato wafer segment in the
country, started small. Humble beginning: Chandubhai Virani, founder and director of
Balaji Wafers Private, had worked at a canteen in a cinema theatre before he started
making potato wafers Now, despite being concentrated in the western States of
Gujarat, Maharashtra, Goa, Rajasthan and Madhya Pradesh, it is a household name
thanks to its strong distribution network. As one enters the premises of Balaji Wafers
Private Limited in the village of Vajdi (Vad) around 20 km from Rajkot, a small
Balaji temple in the forefront of the 50-acre factory area, is proof of the faith the
owners have in Lord Balaji, from where the brand name „Balaji' came. The factory
grounds have around 2,000 plants and trees, a hundred cows, a water treatment and
bio-gas plant but not a single company board or brand painting - despite it being a
record-breaking plant when it started in 2003, with the highest potato processing
capacity of around 5,000 kg potatoes an hour.

Ganesh S. Shinde. (2014) The study will determine consumer satisfaction as well as
preferences for the various Balaji flavors. The purpose of this research is to examine
Balaji's success, marketability, and future growth prospects. Essentially, we want to
use our sample to determine the most popular Balaji flavors on the market. The study
is planned using primary data and other information, resulting in the creation of
questionnaires that focus on various variables and attributes important to
understanding consumer satisfaction and brand attitudes, competitor analysis, and
factors influencing purchase decisions.

Key Words: Consumer Satisfaction, Brand Attitude, Brand Preferences, Competitor

Analysis, Product Awareness.

Raita & Kleiner (2006). The consumer's fulfillment response. It is a judgment that a
product or service Feature, or the product or service itself, provided (or is providing) a
pleasurable level consumption-related fulfillment, including levels of under- or over
fulfillment.
Westbrook (1987). The evaluative response to the current consumption event...the
consumer’s response a particular consumption experience to the evaluation of the
perceived discrepancy between prior expectations (or some other norm of

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performance) and the actual performance of the product perceived after its
acquisition.

Manimaran, P., and V. Selladurai. (2014) This paper develops a particle swarm
optimization (PSO) algorithm for the multi stage supply chain network problem
associated with the fixed charges. In many distribution problems, the transportation
cost consists of fixed costs, that are independent of the quantities transported and
variable costs, which are proportional to the quantities transported. The objective of
this paper is to select the optimum set of suppliers, plants, distribution centers (DCs)
to be opened and determine the quantities to be supplied to satisfy the customer
demand with minimum total distribution cost. The problem chosen goes beyond the
traditional mathematical programming and it becomes a non-polynomial (NP) hard
while considering the fixed costs. The performance of PSO is compared in terms of
total distribution cost with spanning tree-based genetic algorithm (st-GA), improved
Prefer number encoding-based genetic algorithm (IPEGA) and with LINGO.
Computational results showed that the proposed PSO is capable of producing good
quality solutions.

Dabade, B. M., and P. K. Ray. (1996) In the face of stiff and demanding competition
internationally, there is a growing resolve in the industrial community to provide the
customers and the market in general products and services of superior quality. Quality
engineering has been established as an important continuous performance
improvement methodology during the last decade. Consequently, numerous
developments and innovative methods have been reported in the literature by
researchers and practitioners alike.

RESEARCH GAP

Review of literature suggested that the number of studies have been

carried out to study the satisfaction of consumer on purchasing Balaji
products pvt ltd the scope of the existing studies is limited to the
consumer satisfaction and awareness regarding Balaji products earlier not
much research is conducted on this topic. The topic. The study aims at
filling the existing research gap on a Balaji product. The study begins
with analyzing the satisfaction about Balaji products.

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CHAPTER -4
RESEARCH
METHODOLOGY

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CHAPTER -4
RESEARCHMETHODOLOGY
NO. TITLE

4.1 Meaning of Research

4.2 Meaning of Research

Methodology

4.3 Identification of Research Problem

4.4 Objective of The Study

4.5 Scope of The Study

4.6 Type of Research Work

4.7 Sample of Study

4.8 Type of Data

4.9 Source of Data collection

4.10 Analysis of Data

4.11 Chapter Plan

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4.12 Limitation of Study

3.1 MEANING OF RESEARCH

Research may be very broadly defined as systematic gathering of data and
information and its analysis for advancement of knowledge in any subject. Research
attempts to find answer intellectual and practical questions through application of
systematic methods. Webster’s Collegiate Dictionary defines research as "studious
inquiry or examination; esp.: investigation or experimentation aimed at the discovery
and interpretation of facts, revision of accepted theories or laws in the light of new
facts, or practical application of such new or revised theories or laws". Some people
consider research as a movement, a movement from the known to the unknown.

It is actually a voyage of discovery. We all possess the vital instinct of inquisitiveness

for, when the unknown confronts us, we wonder and our inquisitiveness makes us
probe and attain full and fuller understanding of the unknown. This inquisitiveness is
the mother of all knowledge and the method, which man employs for obtaining the
knowledge of whatever the unknown, can be termed as research.

Research is an academic activity and as such the term should be used in a technical
sense. According to Clifford Woody research comprises defining and redefining
problems, formulating hypothesis or suggested solutions; collecting, organizing and
evaluating data; making deductions and reaching conclusions; and at last carefully
testing the conclusions to determine whether they fit the formulating hypothesis. D.
Steiner and M. Stephenson in the Encyclopedia of Social Sciences define research as
“the manipulation of things, concepts or symbols for the purpose of generalizing to
extend, correct or verify knowledge, whether that knowledge aids in construction of
theory or in the practice of an art.”

Research is, thus, an original contribution to the existing stock of knowledge making
for its advancement. It is the pursuit of truth with the help of study, observation,
comparison and experiment. In short, the search for knowledge through objective and
systematic method of finding solution to a problem is research. The systematic

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approach concerning generalization and the formulation of a theory is also research.

As such the term ‘research’ refers to the systematic method consisting of enunciating
the problem, formulating a hypothesis, collecting the facts or data, analyzing the facts
and reaching certain conclusions either in the form of solutions(s) towards the
concerned problem or in certain generalizations for some theoretical formulation.

3.2 MEANING OF RESEARCH METHODOLOGY

A research methodology encompasses the way in which you intend to carry out
your research. This includes how you plan to tackle things like collection methods,
statistical analysis, participant observations, and more.

You can think of your research methodology as being a formula. One part will be
how you plan on putting your research into practice and another will be why you
feel this is the best way to approach it. Your research methodology is ultimately a
methodological and systematic plan to resolve your research problem.

In short, you are explaining how you will take your idea and turn it into a study,
which in turn will produce valid and reliable results that are in accordance with the
aims and objectives of your research. This is true whether your paper plans to make
use of qualitative methods or quantitative methods.

3.4 OBJECTIVE OF THE STUDY

 To have a clear understanding of the wafers’ industry and Balaji wafers Pvt.
Ltd.’s position in market.

 To study basic of customer satisfaction.

 To masers customer satisfaction towards products of Balaji wafers pvt Ltd.

 To examine factors affecting consumer satisfaction.

 To study buying paten of selected pattern of Balaji Wafers Pvt Ltd.

 To compare the Balaji products with other brands.

3.5 SCOPE OF THE SUDY

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The study focuses how and way consumer make decision to goods and services,
consumer satisfaction research goes for beyond these facets of consumer satisfaction
and considers the uses consumer their sub sequent evaluations. This this record is
used to find out the

Satisfaction level of consumer towards the service and attitude given in Balaji
products. This study is to identify the facilities provided to the consumer.
The study is purely based on the survey conducted in Anand city and has focused on
customer. The study covers the information about the mindset which may varies from
situation & where the respondents may not be able to give required and accurate
information.

3.6 NATURE/TYPE OF RESEARCH WORK

I have used the Descriptive research from my study.

3.7 SAMPLE OF STUDY

Convenience sampling method
For Survey of the Retailers the responses had recorded by giving the questionnaires to
them and provide them all the information about the purpose so that they can give true
information.

3.8 TYPE OF DATA

The data has collected in two ways.
1. Primary data
2. Secondary data

3.9 SOURCE S OF DATA COLLECTION

Primary data: -
Primary data is to be collected to know the retailers, preferences and belief. Primary
data are those, which are collected for the first time, and they are original in character.
A suitable combination of Questionnaire techniques, Personal interviews &
discussions with the respondents are used to collect the required Primary data.
Findings of the primary data focus on the retailers of the Balaji Wafers. Primary data
gives higher accuracy and facts, which is very helpful for any research and its
findings.
Data is to be collected through primary research conducted in the town of Gondal in
the areas where the services are perceived to be poor or questionable. The survey was
conducted in places like General stores, Grocery shops, Pan shops, Provision stores,
Dairy farms etc. A questionnaire of 19 questions will be used to gather their opinion.

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Secondary data: -
The secondary data are those, which are already collected by someone for some
purpose and are available for the present study. Secondary data are to be collected
from the magazines, websites and other such sources.

3.10 ANALYSIS OF DATA

The data for study was collected both from primary and secondary sources. Graphs,
Charts and percentage are used to show the data more clearly.

3.11 CHAPTER PLAN

Chapter 1: Introduction
Chapter one gives detail about the study area and the concept note about the research
under study. It includes background or overview of the study, title, definition,
concepts, history, importance etc.
Chapter 2: Literature Review
Review of literature gave the investigator a thorough and profound knowledge of the
research topic. It provided guidelines to use statistical method for analysis of collected
data.

Chapter 3: Research Methodology

This chapter discuss in detail the research methodology applied in the context of this
study. It included research problems, Scope and objective of the study, nature of
research, Sources of data collection, sample of study, significance of the study,
Limitation of the study and plan for data analysis
Chapter 4: Data Analysis and Interpretation
This chapter covers the analysis of data collected through primary and secondary
sources to study the topic.
Chapter 5: Findings & Conclusion
These chapters summarize and comprises of major Findings. It is also dealing with
suggestions and Conclusion.
Chapter 6: Bibliography
This chapter Includes a complete listing of all resources cited in the study.

3.12 LIMITATIONS OF STUDY

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A good report describes and explain the results derived at through the study. As a
result, whatever limitation occurs in the study, also creep into the report and become
the limitation of the report. In short, it can be said that a study is as accurate as the
limitation of its study. Every project has its own limitation and so did mine listen a
few of the limitation of my studies below:
 Due to respondents’ busy schedules, the interests shown by respondents to
answer the questionnaire may be less. This may have resulted in collecting
inaccurate information.

 Due to time and cost constraint the sample size selected is 50.

 The selected sample size is small as compared to the total number of

customers. Hence the obtained result may not be accurate as it may not
represent the whole population.

 The project is open for further improvement of the work.

 It is difficult to predict the satisfaction level of Retailers after getting the

sample of 100 retailers because in Gondal the number of retailers, who are
keeping the products of Balaji, is very large.

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