TRAINING REPORT

On
CUSTOMER SATISFACTION OF CONVYOR PROFESSIONAL

SUBMITTED IN PARTIAL FULFILIMENT OF REQUIREMENT OF AWARD OF

DEGREE Of
MASTER OF BUSINESS ADMINISTRATION (INDUSTRY INTEGRATED)

BATCH 2022-2024

DAV INSTITUTE OF MANAGEMENT

FARIDABAD

Submitted to: Submitted by:

Controller of Examination Tushar Arora
M.D.University ,Rohtak MBA (Industry integrated)
Reg no. 191130056
 CONYEVOR PROFESSIONAL

TO WHOM IT MAY CONCERN

This is to certify that Mr./Ms. TUSHAR ARORA, S/O. Mr. YASHPAL ARORA, a student of
MBA (Major in Marketing and Finance - summer semester), D.A.V. Institute of Management,
NH-3, NIT, Faridabad, Haryana has successfully completed 02 months From 3rd June, 2023 to
19th August, 2023 long internship program at CONVEYOR PROFESSIONALS. During the
period of his/her internship program with us he/she was found punctual, hardworking and
inquisitive . We wish Him/Her success in life. For, CONVEYOR PROFESSIONAL.

__________________________
 DECLARATION

Tushar arora students of DAV INSTITUTE OF MANAGEMENT, faridabad of MBA

(INDUSTRY INTIGRATED) hereby declare that , this training report under the CONVEYOR
PROFESSIONAL is the record of my original work under the guidance.
 ACKNOWLEDGEMENT

The success and final outcomes of this project required a lot of guidance and assistance from
many people and I am extremely to have got this all along the completion of my project . All that
I have done is only due to such supervision and assistance and I would not forget to thank them .

I would like to express my gratitude to MS. RAHUL SHARMA, my faculty guide for her kind
mentorship and guidance in assisting me with my final project . Her academics inputs provided
me with insights that were invaluable for completing this project.

I owe my deep gratitude to our project guide at dominos association who took keen interest on
our project work and guided us all along, till the completion of our project work by providing all
necessary information for developing a good system.

TUSHAR ARORA
 TABLE OF CONTENT

S.NO PARTICULARS PAGE NO

CH-1

CH-2

CH-3

CH-4

CH-5
 CHAPTER- 1
CONVEYOR INDUSTRY
INDUSTRY OVERVIEW
INDUSTRIAL BACKGROUND
A conveyor system is a fast and efficient mechanical handling apparatus for automatically
transporting loads and materials within an area. This system minimizes human error, lowers
workplace risks and reduces labor costs — among other benefits. They are useful in helping to
move bulky or heavy items from one point to another. A conveyor system may use a belt,
wheels, rollers, or a chain to transport objects.

How do conveyor systems work

Typically, conveyor systems consist of a belt stretched across two or more pulleys. The belt
forms a closed loop around the pulleys so it can continually rotate. One pulley, known as the
drive pulley, drives or tows the belt, moving items from one location to another. The most
common conveyor system designs use a rotor to power the drive pulley and belt. The belt
remains attached to the rotor through the friction between the two surfaces.

For the belt to move effectively, both the drive pulley and idler must run in the same direction,
either clockwise or counter clockwise.
While conventional conveyor systems such as moving walkways and grocery store conveyors
are straight, sometimes, the unit needs to turn to deliver the items to the proper location. For the
turns, there are unique cone-shaped wheels or rotors which allow the belt to follow a bend or
twist without getting tangled.

Benefits of conveyor systems

The main purpose of a conveyor system is to move objects from one location to another. The
design allows for movement of objects that are too heavy or too bulky for humans to carry by
hand.

Conveyor systems save time when transporting items from one location to another. As they can
be inclined to span multiple levels, they make it simpler to move items up and down floors, a
task that, when performed manually by humans, causes physical strain. Inclined belts can
automatically unload material, eliminating the need for someone to be on the opposite end to
receive pieces.

Types and examples of conveyor systems

You can probably imagine a large warehouse filled with conveyors using belts and rollers to
move boxes and other heavy equipment, but this is just one of several types of conveyor
systems. You’ll also find conveyor systems in airports, where they’re used to transport luggage.
Other examples include escalators and ski lifts. These apparatuses still use a belt or chain and
pulleys to move heavy items from one point to another.

There are many types of conveyor systems, including:

 Belt
 Roller
 Slat/apron
 Ball transfer
 Overhead
 Pneumatic
 Bucket
 Chute
 Magnetic
 Vertical
 Wheel
 Walking beam

Each type of conveyor serves a specific purpose. For example, a slat conveyor, made from slats
or plates instead of a belt, is designed for moving heavy materials. The materials conveyed by a
slat system are typically too large or heavy for traditional belt movement.

An escalator is an example of a chain-driven conveyor system. Instead of having a pulley system

that pulls items along, the chain conveyor uses a towing system that pulls the steps in an upward
or downward motion.

Ski lifts are an example of an overhead conveyor. These units use an electric track inclined to
pull the chairs up or down the mountainside. Like an escalator, these systems use a chain-driven
towing system.

Essential parts of a conveyor system

There are three main parts of a conveyor system: the belt support, the pulley and the drive unit.
Each component plays an essential role in the conveyor unit’s operation. While all conveyor
systems contain these parts, designs vary in the construction materials and where each
component is located.

Belt support is the component that ensures the belt moves smoothly. If the support unit is not
firm, the belt sags when workers place a heavy object on top, and the sagging causes the belt not
to move smoothly or swiftly as it should. The use of a firm support unit keeps the belt taut and
running efficiently.

The pulley system is an external component used to control the belt movement. Each unit has at
least two pulleys, one that operates under power and an idle one. More complex conveyor
systems may have additional rotors throughout the frame.
The drive unit allows the system to move. The unit contains a counter bearing that keeps the
parts moving efficiently. This unit also allows for the belt to move in reverse and manage the
repeated adjustments in direction for some systems. Some conveyor systems are manually
operated. These systems still use a drive unit; however, it is not motorized.

How to choose the right conveyor system

A conveyor more or less acts as a central nervous system for operations that receive, handle,
store, distribute, manufacture or ship products. Selecting the right conveyor system can be
challenging for warehouse managers and other stakeholders due to the several conveyor types
and hundreds of possible configurations to choose from.

Also, there are several factors to consider when trying to identify and purchase the ideal
conveyor system for your warehousing or distribution facility. You should simultaneously
consider both product and process requirements.

First off, an ideal conveyor system must be:

 Operationally safe
 Energy efficient
 Reliable (parts and components engineered to last)
 Adaptable to changing needs
 Cost-effective (in terms of TCO, or total cost of ownership)

Installing the wrong conveyor system will quickly undermine a warehouse’s operational
efficiency, leading to higher cost and lower customer satisfaction, eventually stripping the
business of its competitive advantage.

Without further ado, let’s explore factors to consider when evaluating and selecting the right
conveyor system for your operation.

Product requirements
Essentially, a conveyor system is used to move items between functional areas of a distribution
facility. As such, the type of item(s) to be moved will determine the design, dimensions and type
of conveyor system to be installed.
When searching for the best conveyor system for your facility, answering the following
questions will help you ascertain design and configuration requirements and help you calculate
things like horsepower and belt pull for individual conveyors:

 What type of product is being conveyed?

 What is the average weight per foot of product?
 What is the maximum weight of the products?
 What are the minimum, maximum and average dimensions of the product (i.e., length, width
and height)?
 What is the dimensional data for each product?
 How are the products being conveyed and in what orientation?

Factors such as product weight, dimensions and fragility will greatly impact your decision
process. The dimensions of the items in your facility will determine conveyor width, guide rail
specifications and roller centers, while the weight of the products will decide roller gauge, roller
diameter and motor sizing requirements.

Process requirements
Process requirements cover factors governing how the conveyor should move and the unique
conditions of the operating environment. These considerations include:

 The distance items need to move between functional areas

 The pathway through which it moves — are there stops, elevation changes, curves or
diversions?
 Product orientation — must items be positioned in a particular way (for easy scanning of
barcodes, transfer, etc.)?
 Transfer speed — short, rapid movement or slow, steady movement?
 Ambient environment
 Available space

Flow rate
Your conveyor system should be able to handle your facility’s average transfer rate as well as
periods of peak demand due to seasonal fluctuations. The number of products you need to
transport per hour (or per minute) will determine conveyor length and speed.
Also, certain kinds of conveyors are ideal for certain products. A large plastic chain conveyor is
best used for transferring plastic-footed pallets, while a chain-driven roller conveyor is best
suited for wooden pallets. Also, the former is best used for moving smaller boxes or totes than
the latter.

Transfer requirements
The point where items are transferred to and from the conveyor is a critical one. Most conveyors
use side to side transfers, powered transfers, dead plates, gravity rollers, etc. to facilitate this.
Products with a smaller footprint may require a powered transfer, while larger and longer
products may need gravity rollers.

How much do conveyor systems cost?

For modern warehouses, manual transfer operations are unable to keep up with throughput
levels required for speedy order fulfillment cost-efficiently. A conveyor system increases
productivity, improves ergonomics, reduces product damage and makes for better access to
materials and fewer workplace hazards.

However, the lifetime cost of purchasing, installing and maintaining such systems may be high
for small and medium-size operations. It can range from the hundreds of thousands of dollars to
millions, depending on factors such as:

 Type of conveyor system

 Overall length
 Required speed
 Dimensions
 Curve and transfer method

Current estimates show that a Belt Curve AC and a Roller Curve AC conveyor cost
approximately $5,243 and $2,686 per linear foot — under the following assumptions:

 Curves — 90 degrees
 Speeds — 65 to 90 feet per minute
 9-inch rollers on 3-inch centers
 Overall width — 24 inches
Note: This is just the upfront cost of the conveyor equipment. Aside from installation costs,
you’ll also need to factor in the cost of restructuring your warehouse space to accommodate the
conveyor system. The installation process itself could take a while and would affect order
fulfillment and other warehousing activities. Lastly, operating and maintenance costs per year
would likely exceed the initial purchase and installation costs.
 History
Most people will guess that the goods we purchase at some point have travelled along a
conveyor on their journey to our doorstep, as with most technology like electricity or gas we
easily just take it for granted. Conveyor belts can be seen everywhere now, at checkout aisles,
airport security checkpoints and baggage claims, treadmills at the gym and industrial facilities.
But just how did this piece of technology come about?The exact date of the very
first conveyor/pulley system is hard to define. In the same way, its definition is just as
inconclusive. However, most of us today know on a basic level that it is simply a belt that
transports items from one place to another mostly on assembly lines. Stepping back in time to
1795 when conveyor belts became a popular means for conveying materials. Early designs show
it was a simple system of belts made of either leather, cloth or rubber travelling over a wooden
bed operated by a hand crank. Used for the most part by farmers to load grain onto ships. By
1804 Industrialisation was in full swing and it was not long before industries and companies
recognised the benefits and efficiencies of the conveyor belt. Only a few years later the first
steam-powered conveyor was born and put into operation, most notably by the Navy. Inventor
and manufacturer, Thomas Robins is widely credited for designing the heavy-duty conveyor belt
that we recognise today. His designs were built to transport coal and ore for Thomas Edison’s
Ore-Milling Company and won the grand prize at the Paris Exposition World Fair in 1900 and
first prizes at the Pan-American Exposition and Saint Louis Exposition. The Next big milestone
in the history of conveyors was thanks to a Swedish company called Sandvik, which is still
trading today. The company was founded in 1862 and went on to design and manufacture the
first steel conveyors. This enabled the transportation of heavier and more robust materials like
gravel and charcoal across even longer distances. Stainless steel belts were then introduced
shortly after that would enable a more hygienic way of transporting food items.
PROBLEMS IN THE ORGANISATION
1. Carryback
2. Conveyor belt mistracking
3. Belt slippage
4. Material slippage
Industrial belt conveyors offer reliable handling in nearly any setting, but they can occasionally
exhibit issues, particularly if not kept clean and maintained; carryback, mistracking, slippage,
and spillage are some of the most commonly encountered issues when working with belt
conveyors. While each issue presents significant risk and potential for damage, these issues are
largely prevented by keeping a close eye on conveyor operation and performance, and promptly
addressing any issues that arise.
1.2 THEORETICAL LITERATURE
Consumer Satisfaction
As a customer conscious organization, we endeavor hard to attain the
highest level of client satisfaction. To fulfill the accurate needs and
requirements of our honored customers, we provide various modified
products as per the specifications provided by them. Conforming to the
defined parameters of the industry, offered products are manufactured by using qualitative
materials and innovative techniques. Available in different dimensions, offered products can
also be availed by our valued clients at most competitive prices. For the convenience of our
customers, we also provide accept payment through varied simple modes. Expert professionals
of our team ensure to deliver the faultless range to our patrons within the committed time frame.
We are standing in the market as a quality centric firm and give high-quality products to the
customers. Our quality personnel sternly investigate the manufactured products on several
quality parameters to produce flawless products to our worthwhile clients. In order to design and
manufacture these products in adherence with set industry norms, we accept high-quality raw
material and exceptional technology. Thus, we are able to preserve the accuracy and quality of
products from generation till the dispatch of products.
Consumer Satisfaction through Four P’s of Marketing Mix
Marketing Mix:
Marketing Mix refers to the ingredients or the tools or the variable which the marketer mixes in
order to interact with a particular market. According to Philip Kotler, “Marketing Mix is a set
of marketing tools that the firm uses to pursue its marketing objectives in the target
market.”
Marketing mix is a term used to describe the combination of the four inputs which
constitute the core of a company’s marketing system: the product; the price structure; the
promotional activities, and the distribution system.
Marketing mix represents the total marketing program of a firm. It involves decisions with
regard to product, price, place and promotion. Marketing mix is a b lending of decisions in the 4
P’s. Four major ingredients of marketing mix are:
1. Product-
A product is any good or service that consumers want. It is a bundle of utilities or a cluster of
tangible and intangible attributes. Product component of the marketing mix involves planning,
developing and producing the right type of products and services. It deals with the dimensions
of product line, durability and other qualities. The total product should be such that it really
satisfies the needs of the target market. In short, product mix requires decisions with regard to:

a) Size and weight of the product

b) Quality of the product
c) Design of the product
d) Volume of output
e) Brand name
 f) Packaging
g) Product range
h) Product testing
2. Price-
Price is an important factor affecting the success of a firm. Pricing decisions and policies
have a direct influence on sales volume and profits of business. Price is, therefore, an
important element in the marketing mix. In practice, it is very difficult to fix the right price.
Right price can be determined through pricing research and test marketing. A lot of exercise and
innovation is required to determine the price that will enable the firm to sell its products
successfully. Demand, cost, competition, government regulation, etc. are the vital factors that
must be taken into consideration in the determination of the price.
Price mix involves decisions regarding base price, discounts, allowances, fright payment, credit,
etc.
3. Promotion-
Promotion component of the marketing mix is concerned with bringing products to the
knowledge of customers and persuading them to buy. It is the function of informing and
influencing the customer. Promotion mix involves decisions with respect to advertising,
personal selling and sales promotion. All these techniques help to promote the sale of
products and to fight the competition in the market.
No single method of promotion is effective alone and, therefore, a promotional campaign
usually involves a combination of two or more promotional methods. Growing
competition and widening market have made simultaneous use of more than one
promotional method all the more necessary. Combination of two or more methods in a single
promotional campaign requires an effective blending of promotional inputs so as to optimize the
expenditure on each. There is no one ideal product, type of customers, the promotion
budget, stage of demand, etc. should be taken into consideration.
4. Place (Distribution)-
This element of marketing mix involves a choice of the place where the products are to
be displayed and made available to the customers. It is concerned with decisions relating to the
wholesale and retail outlets or channels of distribution. The objective of selecting and managing
trade channels is to provide the products to the right customer at the right time and place on a
continuing basis. In deciding where and through whom to sell, management should consider
where the customer wants the goods to be available. A manufacturer may distribute his goods
through his own outlets or he may employ wholesalers and retailers for this purpose.
Irrespective of the channel used management must continuously evaluate channel
performance and make changes whenever performance falls short of expected targets. In
addition, management must develop a physical distribution system for handling and
transporting the products through the selected channels. In the determination of distribution
mix or marketing logistics, a firm has to make decision with regard to the mode of
transporting of goods to middle -men, use of company vehicles or both.
The major drivers for the Conveyor System Market are the increasing FDI investments in
automotive, rising demand for handling larger volumes of goods and improving process
efficiency, food & beverage, retail, airport sectors, and material safety concerns among others.
Conveyor belt manufacturers are widely using them at airports for baggage screening and
collection. The expansion of existing airports and the development of new airports will drive the
Global Conveyor System Market. The industrial development activities in emerging economies
owing to reforms made by the respective governments are driving the growth of the Conveyor
System.
A Conveyor System is one of the most used & preferred equipment all over the world and can
be used in a wide range of applications. It allows efficient and quick transportation for a
different variety of materials, which makes them very popular in the material handling and
packaging industries. The conveyor system has several consumer applications and is often found
in supermarkets and airports, constituting the final leg of item/ bag delivery to customers.
The conveyor system suppliers serve diverse industry segments such as airport-baggage
handling, automotive, food & beverage, and retail. The growing demand for automation in these
industry verticals is one of the important drivers for the Conveyor System Market. The Global
Conveyor System Market is estimated to be driven by technological advancements over the
forecast period. E-commerce and Industry 4.0 are transforming traditional supply chains
convincing industries to change the way they move and store material by using advanced
technology and automation.
 CHAPTER- 2
COMPANY PROFILE
 CHAPTER-3
REVIEW OF LITERATURE
Customer Satisfaction is a feeling of pleasure or disappointment of someone who appears after
comparing the performance (results) of the product thought against the expected performance
results (Kotler 2006:177, 2019) ). The dimension or indicator of Customer Satisfaction is if
the performance is below the expectations of eating dissatisfied customers, if the performance
meets expectations then the customer is satisfied, if the performance exceeds expectations then
the customer is very satisfied or happy (Kotler 2006:177, 2019) .
Customer Satisfaction is an attitude that is decided based on the experience obtained.
Satisfaction is an assessment of the characteristics or privileges of a product or service, or the
product itself, that provides a level of consumer pleasure with regard to meeting consumer
consumption needs ( Sugeng, 2016) . Dimensions or indicators of Customer Satisfaction can be
created through quality, service, and value. The key to generating customer loyalty is to
provide high customer value. (Sugeng, 2016)
Customer Satisfaction is the customer's response to the evaluation of perception of differences
in initial expectations prior to purchase (or other performance standards) and the actual
performance of the product as perceived after wearing or consuming the product in question.
(Tjiptono, 2012)
Customer Satisfaction has been researched a lot by previous researchers including (Afriliana et
al., 2018; Librianty & Yuliarto, 2019; Purwanti et al., 2014; Rahayu & Setyawarti, 2018;
Rangkuti, 2003; Risdah, 2019; SiahaanSodiq & Wijaksana, 2014; Supardiasa et al., 2018;
Wahyuddin et al., n.d.; Wijayanti, 2019; YUNIATI, 2016; Zahratul Aini, 2019)

Complaint Level
The level of complaint is how high the complaint or delivery of dissatisfaction, discomfort,
irritation, and anger over the service of the service or product. The dimension or indicator
(Tjiptono, 2007) of complaint level is the high level of complaint. (Tjiptono, 2007)
This level of complaint has been researched by many previous researchers, among which are , .
(Rizqi et al., 2020),(Setiadi & Wahyudi, 2020)

Product Quality
Product Quality is the ability of a product to perform its functions, including the overall
product, reliability, accuracy, ease of operation, repair, and other attributes. Dimensions or
indicators of Product Quality is that customers can get all the benefits of the products offered
to him.(Novia et al., 2020)
Product Quality is a dynamic condition that is interconnected although it can have different
definitions but in essence has a specification that can cause a sense of satisfaction that exceeds
expectations for customers who use it.(Rahman et al., 2018).
Product Quality has been researched by many previous researchers, including (Irma Ike
Saputri, 2017; Novia et al., 2020; Rahman et al., 2018)

Quality of Service
Service Quality is a way of companies that try to make continuous quality improvements to the
processes, products, and services produced by the company Dimensions or indicators of
Service Quality is the more quality of service provided by the company then the satisfaction
felt by customers will be higher, and vice versa.(Marnovita, 2020).
Quality of Service is good and or bad or satisfied or not customers are satisfied with the
service provided. Dimensions or indicators of Quality of Service is the level of

satisfaction measured through questionnaires or questionnaires in assessing the quality of a

service.(Risdah, 2019)Click or tap here to enter text.
The quality of service has been researched by many previous researchers, including, (Mulyadi,
2020),(Purwanti et al., 2014) , (Kuswatiningsih, 2010), (Supardiasa et al., 2018), (Rahayu &
Setyawarti, 2018),(Novia et al., 2020; Risdah, 2019; Wijayanti, 2019)
*minimum 15 articles (5 hypotheses x 3 articles) flat left

RESEARCH METHOD
The method of writing this scientific article is by qualitative method and library study
(Library Research). Examine the theory and relationships or influences between variables
from books and journals both off line in libraries and online sourced from Mendeley, Google
Scholar and other online media.
In qualitative research, literature studies should be used consistently with methodological
assumptions. This means that it must be used inductively so as not to direct the questions
asked by the researcher. One of the main reasons for conducting qualitative research is that
the research is exploratory, (Ali & Limakrisna, 2013).
FINDINGS AND DISCUSSION
Based on the study of relevant previous theories and research, the discussion of this
literature review article in the concentration of Marketing Management is:

Effect of Product Quality on Customer Satisfaction.

Product Quality affects Customer Satisfaction, where the dimensions or indicators of Product
Quality are quality products, in accordance with the price offered, and ease of use affects the
dimensions or indicators of Customer Satisfaction in relation to subscription decisions, (Irma
Ike Saputri, 2017). To increase Customer Satisfaction by paying attention to Product Quality,
what must be done by management is to explore customer desires for the products offered and
provide more information related to services and products available, where product providers
are still lacking in providing credible information.(Rahman et al., 2018). Product Quality
affects Customer Satisfaction, if Product Quality is well perceived by customers / consumers
then this will be able to improve the quality of Customer Satisfaction, (Novia et al., 2020).
Product Quality affects Customer Satisfaction, this is in line with research conducted by: (Irma
Ike Saputri, 2017), (Rahman et al., 2018), and (Novia et al., 2020).

Effect of Quality of Service on Customer Satisfaction.

Service Quality affects Customer Satisfaction, where the dimensions or indicators of Service
Quality consist of personnel, services provided, appropriate prices, personnel

response to customers, and empathy for customer complaints affects the dimensions or
indicators of Customer Satisfaction, (Supardiasa and to the., 2018)
To increase Customer Satisfaction by paying attention to Service Quality, what must be done
by management is to improve the ability of personnel with training or training in the
implementation of customer service in the future. (Librianty & Yuliarto, 2019) Service Quality
affects Customer Satisfaction, if the Quality of Service is well perceived by customers /
consumers then this will be able to increase the level of Customer Satisfaction, (Mulyadi,
2020) Quality of Service affects Customer Satisfaction, this is in line with research conducted
by: (Kuswatiningsih, 2010),(R & Setyawarti, 2018), and (Mulyadi, 2020)

Effect of Product Quality on Complaint Level.

Product Quality affects Customer Satisfaction, where the dimensions or indicators of Product
Quality such as quality products, in accordance with the price offered, and ease of use affects
the dimensions or indicators of complaint level such as ease of use and reliability, (Irma Ike
Saputri, 2017) To reduce the level of complaints by paying attention to product quality, then
what must be done by management is to explore customer desires for the products offered and
provide more information related to services and products available, where product providers
are still lacking in providing credible information.(Rahman et al., 2018) Product Quality
affects the Level of Complaints, if the Quality of the Product is well perceived by the customer
/ consumer then this will be able to reduce the quality of the Complaint Level, ((Rahman et al.,
2018) Product Quality affects the Level of Complaints, this is in line with the research
conducted by: (Irma Ike Saputri, 2017),(Rahman et al., 2018), and (Novia et al., 2020)

Effect of Quality of Service on Complaint Level.

Service Quality affects the Level of Complaints, where the dimensions or indicators of Service
Quality (Tangibles, Reliability, Responsivenes, Assurance, Empathy) affect the dimensions or
indicators of complaint level (accuracy, efficiency, and tolerance), ().Purwanti and to the.,
2014. To reduce the Level of Complaints by paying attention to the Quality of Service, what
must be done by management is to improve the ability of personnel with training or training in
the implementation of customer service in the future.(Librianty & Yuliarto, 2019) Service
Quality affects complaint levels, this is in line with research conducted by: (Librianty &
Yuliarto, 2019), (Purwanti et al., 2014) and (Mulyadi, 2020).

The Effect of Customer Satisfaction on Complaint Levels.

Customer Satisfaction affects the Level of Complaints, where the dimensions or indicators of
Customer Satisfaction such as ease, price, product quality, service quality affect the
dimensions or indicators of complaint level .(Purwanti et al., 2014) To assess the Level of
Complaints by paying attention to Customer Satisfaction, what must be done by management
is to improve the ability of personnel with training or training in the implementation of
customer service in the future (Librianty & Yuliarto, 2019). Customer Satisfaction affects the
Level of Complaints, if Customer Satisfaction is well perceived by customers / consumers then
this will be able to reduce the Level of Complaints, (Pendidikan et al., 2017) Customer
Satisfaction affects the Level of Complaints, this is in line with research conducted by:
(Librianty & Yuliarto, 2019),(Purwanti et al., 2014), and (Pendidikan et al., 2017)
Conceptual Framework
Based on the formulation of problems, theoretical studies, relevant previous research and
discussion of influences between variables, then in perrangka think this article as below.

H1 Customer e1
Product Quality Satisfaction
H2

H5

H3 e2
Quality of Service Complaint Level
H4
 CHAPTER- 4
RESEARCH METHODOLOGY

3.1 Research Design

The controlling plan for a marketing research study in which the methods and
procedures for collecting and analyzing the information is to be collected is known
as Research Design or a framework or plan for a study that guides the collection and
analysis of the data.
3.2 RESEARCH METHOD/ DATA SOURCES
Descriptive Research-
A research design in which the major emphasis is on determining the frequency with
which something occurs. For example, how often users access internet in a given month.
The focus of descriptive research is to provide an accurate description for something that
is occurring.
Data Source:
In this project both primary data as well as secondary data are used.
PRIMARY DATA
Primary data used in this project is collected through three sources:
 Questionnaire Method
 Direct Personal Interview Method
 Observation Method

SECONDARY DATA
It is not possible to collect first hand information for each & everything so, secondary
data from various sources like Internet, A. C Neilson’s report on Jan, 2007, Information
from television channels like CNBC, Z Business, NDTV Profit etc. and Indian Infoline
Website.

25
 3.3 Sampling
A fine subset of the population, selected from it with the objectives of investigating its
properties is called a sample and the number of unit in the sample is known as sample
size. Sampling is a tool which enables us to draw conclusion about the characteristics of
the population after studying only those subjects or items that are included in the sample.
In sampling method only few units of the population is considered. The choice of an
appropriate sampling design is of keeping in view the objectives and scope of the enquiry
and the type of the universe to be sampled.
Sampling techniques:
 Random sampling
 Non random sampling
Random sampling:
A random sampling is done in such a way that each member of the universe has a change
of being selected, which enables statistics procedures to be used under the result to
estimate sampling.
Non random sampling:
In the non-random sampling the chance of any particular unit in the population being
selected is unknown. The judgments sampling method under non-random sampling
method was adopted for the study with a sample size of 100 respondents, which are
chosen in a judgment manner from the customer. In this method a designed number of
sample unit is selected deliberately or purposely depending upon the objectives of the
enquirer so that only the important items representing the true characteristics of the
population are included in the sample.
Area of sampling-
In this study primary data plays a vital role. The process of choosing the correct number
of respondents is nothing but sampling procedure.
Sampling area: Faridabad city

26
Sampling Size-
100 is the number of items to be selected from the universe to constitute the sample. The
method used here is random sampling and on- the spot sampling, where the samples are
selected without considering any particular quality.
Sample Method-
Random Sampling
3.4 LIMITATIONS OF THE STUDY
Since the road to improvement is never ending, so this study also suffers from
 Size
 Price
 Installment
 Material
 Services
 Knowledge about the product
 Customer requirement

OBJECTIVE OF STUDY
 To understand the concept of customer satisfaction.
 To understand the procedure of different standard.
 TO understand the customer satisfaction level at CONVEYOR PROFESSIONAL.
 To study the achievement of CONVEYOR PROFESSIONAL.
 TO know about the auditing services of CONVEYOR PROFESSIONAL.
 To gather information about customer satisfaction toward power supply
equipment (inverter, ups, etc.)
 To know the customer satisfaction about the safety and comfort provided by the
equipment’s.
 To provide suggestions, in improving the customer satisfaction and the company
sales and Profitability
27
  To know the customer satisfaction towards the after sales service offers by Waves
tech.
3.5 PLAN OF ANALYSIS

The primary data that is collected using the questionnaire is analyzed step by step:
Define Objectives and Scope:
 Clearly state the goals and objectives of the conveyor system analysis.
 Specify the scope of the analysis, including the type of materials being transported, the
desired throughput, and any specific requirements.
Gather Information:
 Collect detailed information about the conveyor system, including its design,
specifications, and operational history.
 Obtain blueprints, schematics, and technical manuals for the conveyor components.
Evaluate Design:
 Assess the overall design of the conveyor system, including its layout, length, and
configuration.
 Verify that the design meets safety standards, material handling requirements, and
operational goals.
Component Analysis:
 Examine each component of the conveyor system, such as belts, rollers, motors, and
drives. Check for wear and tear, damage, or signs of impending failure.
Power and Control Systems:
 Evaluate the power supply and control systems for the conveyor.
 Verify that electrical components, such as motors and sensors, are functioning correctly.
 Assess the efficiency of the control logic and programming.

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 CHAPTER- 5
DATA ANALYSIS AND INTERPRETATION

DEFINITION OF ANALYSIS
Analysis is the process of breaking a complex topic or substance into smaller parts to
gain a better understanding of it. The technique has been applied in formal concept is a
relatively recent development. It is the process of placing data in order form, combining
them with existing information’s and extracting meaning from them. Interpretation is the
process of drawing; conclusions from the gathered data in a study.
Analysis methods should be selected on the basis of whether or not they will be able to
effectively answer the evaluation questions within each evaluation project. There are a
number of considerations when selecting evaluation methods. The first is to make sure
that the methods which are selected are appropriate and ethical for the groups involved in
them. Appropriate ethical approval processes need to be followed where required and
evaluators need to confirm to appropriate ethical standards. Methods selection in
evaluation also needs to be very focused on value for money in terms of the selection of
methods. There are usually limited evaluation resources and they need to be used wisely.
Evaluation methods should be ‘fit for purpose’ in the sense that they provide the
amount of information required at a level of certainty which is sufficient for the purpose
of the evaluation.

29
1) Analysis of Table 1:
Is conveyor is useful in paper industries

PARTICULAR NO.OF RESPONDENTS PERCENTAGE

Yes 80 80%
No 20 20%
TOTAL 100 100%

Conveyor is useful in paper Industries

20%

Yes
No

80%

Interpretation

As per the data analysis, 80 respondents useful and 20 respondents not so useful in paper
industries.

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2) Analysis of Table 2:
Which conveyor product(s) have you purchased from us

Types NO.OF RESPONDENTS PERCENTAGE

Belt 60 60%
Roller 40 400%
Screw 50 500%
Chain Slat 35 350%

Table 2
70

60

50

40

30

20

10

0
Belt Roller Screw Chain Slat

Series 1

Interpretation
We have taken 100 peoples as a respondent from various conveyor industries and the
responses are as 60% belt conveyor, 20% roller conveyor, 15% screw, 5% chain slat.

31
3) Analysis of Table 3:
Is conveyor industries responsible for unemployment or not

PARTICULAR NO.OF RESPONDENTS PERCENTAGE

Yes 78 78%
No 22 22%

Sales

NO NO

YES YES

0 10 20 30 40 50 60 70 80 90

Interpretation
In this question the 78% people answers is yes or the 22% people say no.

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4) Analysis of Table 4:
Involvement of conveyor in other industries in last 10 years

YEARS PERCENTAGE

2013 10%
2014 11.9%
2015 14%
2016 18%
2017 25%
2018 26%
2019 28%
2020 33%
2021 40%
2022 50%
2023 77%

Table 4
77

50
40
33
25 26 28
14 18
10 11.9

2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023

Series 1

Interpretation

33
The involvement of conveyor in industries increase according to last 10 years data
analysis.

5) Analysis of Table 5:
Level of satisfaction of Customer
Particular Not Satisfied Satisfied Neutral

Total - 100 20 52 28

Sales

2%
27%

71%

Not Satisfied Satisfied neutral

Interpretation
The customer are not satisfied 20% , satisfied 52% and neutrals are 28%.

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6) Analysis of Table 6:
In future the scope of man power or robotics in conveyor profession

PARTICULAR MAN POWER CONVEYOR

TOTAL 100 10% 90%

10

90

man power conveyor

Interpetation
In future the scope of man power 10% or robotics in conveyor 90%.

35
7) Analysis of Table 7:
Comparison between Automatic , semi manual and manual conveyor in 10 years.
YEARS AUTOMATIC SEMI MANUAL
MANUAL
2012 20 35 45
2013 26 32 42
2014 30 30 40
2015 35 26 39
2016 45 20 35
2017 50 18 32
2018 56 15 29
2019 60 16 24
2020 62 20 18
2021 72 18 10

50
45
40
35
30
25
20
15
10
5
0
2012 2013 2014 2015

AUTOMATIC SEMI MANUAL MANUAL

36
 CHAPTER- 6
FINDINGS OF THE STUDY
Do you have any specific suggestions or feedback for improving our conveyor
products or services?
Ans.

Providing adequate training to all employees about conveyor belt safety standards and
conveyor controls is crucial. Training should cover the safe use of machinery, the
importance of following safety procedures and how to identify potential hazards. It is also
essential to provide refresher training regularly to ensure employees stay up-to-date with
the latest safety measures.

Remember that, in some jurisdictions, conveyor belt safety regulations demand

mandatory training. Employers have a duty to provide a safe working environment for
their employees. Failure to provide adequate training could result in legal liability if an
accident occurs.Regular maintenance or repair of conveyors and related equipment is
essential for ensuring they work correctly and safely. Periodic inspections will help you
identify any wear and tear or other issues that could compromise safety. Make sure that
any repairs or maintenance are carried out promptly to minimise accidents and injuries.

Are there any new features or products you would like to see us offer in the future?
Ans.
. Belt Material Versatility

37
As technology advances, we get more materials used for belts. From starting with leather
and canvas as the two main belt forms, belting supplier now offer a more diverse range
of belts, including plastic, urethane, and synthetic versions. The increase in belt selections
and supplies further improves accessibility to belts and conveyor systems. Numerous belt
options also open the door for multiple applications, depending on the material’s
durability, lifespan, and characteristics.

Smarter Systems

Technology allows us to install smarter systems. With advanced technology, systems

within the conveyor can automate various controls and processes. As updated software
arrives, conveyor systems get more functions. They can feature automated track
switching, more speed control options, safety protocol implementations like automated
stops or shutdowns, improved communication networks, and better data collection.

Improved Productivity

Updated software, increased durability, and other advancements lead to more productive
systems. The main reason for progress is to improve the item in question. At the end of
the day, the goal of conveyor systems is to carry out their functionality. With the new
upgrades, fewer mishaps should occur, quality of work should improve, fast and efficient
systems will go in place, and better production rates should arise.

Sustainable Practices

Environmental movements and organizations push industries toward more sustainable

practices. Improving one's carbon footprint or environmental effects keeps the planet
clean and healthy, but it also increases a company's reputation as eco-friendly. Conveyor
systems adapt to a more sustainable operation by including alternative energy sources
like solar and hydraulic powered engines, recycled or long-lasting belt materials, and
reduced waste production.

38
 Consent
By submitting this survey, you consent to us using your feedback for improving our
products and services.

CHAPTER- 7
RECOMMENDATIONS & CONCLUSIONS

 Conveying systems are an essential part of automation and production.

 Each conveying system is developed to fit a specific application.
 Though belt conveying systems are the most and easily recognizable, other types include
screw, pneumatic, chute, and roller.
 As with any form of machine, conveying systems require regular maintenance.
 Safety is essential with conveying systems. OSHA and ASME provide guidelines and
regulations regarding the use and construction of conveying systems.

39
CONCLUSIONS AND SUGGESTIONS
Conclusion
Based on theory, relevant articles and discussions can then be formulated hypotheses for
further research: Product Quality affects Customer Satisfaction. Quality of Service
affects Customer Satisfaction. Product Quality affects the Level of Complaints. The
quality of service affects the level of complaints.Customer Satisfaction affects the Level
of Complaints.

Suggestion
Based on the conclusion above, the advice in this article is that there are many other
factors that affect Customer Satisfaction and Complaint Levels, apart from Customer
Satisfaction and Complaint Levels at all types and levels of organizations or companies,
therefore further studies are needed to look for other factors that can affect Customer
Satisfaction and Complaint levels other than those researched in this arikel such as:
Prices, Promotions and Digital Services.

40
 BIBLIOGRAPHY
 Observation
 Individual pre and post program feedback forms through
questionnaires.
 Interviewing and mailing
 Text book

 Websites

 M.A, A., Latest Developments in Belt Conveyor Technology. MINExpo 2004,

Las Vegas, NV, USA. September 27, (2004). 2004.

 Ahmed, N.N.a.E.-N., Survey of Research In Modeling Conveyor-Based

Automated Material Handling Systems In wafer fabs. Proceedings of the
Winter Simulation Conference (2007). 2007.

 Lan, C.-H., The design of a multi-conveyor system for profit maximization.

International Journal Adv Manuf Technol, 22: 510-521(2003). 2003.

 M.Shinde, S., Weight Optimization & Material Saving Of The Roller Conveyer
System.
INTERNATIONAL JOURNAL OF INNOVATIVE RESEARCH &
DEVELOPMENT, 2012.

 Jagtap M. D. , G.B.D., Pawar P. M., Study of Roller Conveyor Chain

Strip under Tensile Loading. International Journal Of Modern
Engineering Research (IJMER, 2014.
 Aliya, D., The failure analysis process. Materials Park: ASM International, 2003.

 www.google.com
 www.conveyorguide.in

41
  www.scibd.in
 www.chatgpt.com
 www.renold.com
 https://www.scribd.com/document/255523308

QUESTIONARIES
1.How long have you been a customer of Conveyor & Equipment? *

 Less than six months

 Six months to a year

 1-2 Years

 More than 2 years

 I am not a customer yet

2. Which of the following products/services have you purchased from Conveyor &
Equipment? *

 Integrated Solutions

 Robotic Solutions

 Control Panel Services

 Software Control Solutions

 System Design / Engineering Services

 Project Management Services

 Maintenance, Installation, Retrofit Services

3. Which conveyor product(s) have you purchased from us? (Check all that apply)

42
   Belt Conveyors
  Roller Conveyors
  Screw Conveyors
  Chain Conveyors
  Other (please specify): ______________________
4. How satisfied are you with the quality of our conveyor products?
  Very Satisfied
  Satisfied
  Neutral
  Dissatisfied
  Very Dissatisfied

5. Were the conveyor products delivered on time as promised?

  Yes
  No
  If no, please provide details:
6. How would you rate our customer service and support?
  Excellent
  Good
  Fair
  Poor
7. Did our team provide prompt assistance and solutions to your inquiries or issues?
  Yes
  No
  If no, please provide details
8. Were the installation and setup instructions clear and helpful?
  Yes
  No
  If no, please provide details:
9. Overall, how satisfied are you with your experience with our conveyor products
  Very Satisfied

43
   Satisfied
  Neutral
  Dissatisfied
  Very Dissatisfied

ANNEXURE
SECTION 1: CUSTOMER SERVICE

1. How timely have you found CONVEYOR PROFESSIONAL response to RFQ's

to be?
YES____________ NO____________
2. Please rate the completeness and accuracy of the RFQ submission?
1-5____________ 5-10____________
3. Ease of placing purchase orders?
YES____________ NO____________
4. Promptness of purchase order receipt confirmation?
YES____________ NO____________
5. CONVEYOR PROFESSIONAL responsiveness to handling your company's
urgent situations?
YES____________ NO____________
6. Overall, how would you rate CONVEYOR PROFESSIONAL's RFQ and
purchase order handling?
7. 1-5____________ 5-10____________
8. Does CONVEYOR PROFESSIONAL quote accurate ship dates?
44
 YES____________ NO____________

SECTION 2: TECHNICAL SUPPORT

Did you utilize our Technical Support team and if so, were your questions answered to
your satisfaction?

YES____________ NO____________

Did you require drawings and or models and if so, did you receive the required
drawings or models to complete your tasks?

YES____________ NO____________

SECTION 3: OUTSIDE SALES

Did you work with a CONVEYOR PROFESSIONAL Outside Sales Person and if so, did
the Outside Sales Person add value ?
YES____________ NO____________

Did the Outside Sales Person conduct an on site visit, and if so, were they
knowledgeable and helpful?
YES____________ NO____________

SECTION 4: DELIVERY
Does CONVEYOR PROFESSIONAL deliver an order in accordance to the purchase
order?
YES____________ NO____________

Are required on-time delivery dates met to satisfaction?

YES____________ NO____________

How would you rate CONVEYOR PROFESSIONAL's ability to pull-in/expedite

orders?
1-5____________ 5-10____________

Please rate CONVEYOR PROFESSIONAL's packaging and labeling standards?

45
 1-5____________ 5-10____________

How accurate have you found packing slips and invoicing to be?
1-5____________ 5-10____________

46