FINAL PROJECT LAST ND FINAL lastTT

A STUDY ON CUSTOMER SATISFACTION IN ORIENTAL METALS LLP
CHAPTER 1
INTRODUCTION
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BHARATA MATA COLLEGE THRIKKAKARA
1.1 Introduction
The level to which a customer's expectations about a product or service are met or exceeded
by the actual experience of using or consuming that product or service is known as customer
satisfaction. It is a gauge of how successfully a company can satisfy the needs and wants of
its clients and can be a key sign of client loyalty, repeat business, and overall business
success.
There are several ways to gauge customer happiness, including surveys, feedback forms, and
internet reviews. These tools can assist companies in determining areas for improvement
and learning what customers like and hate about their goods and services.
Businesses can concentrate on delivering high-quality goods or services, offering exceptional

customer service, and being responsive to customers in order to increase customer
happiness.
Concept of Marketing Department
A functional unit of an organisation called the marketing department is in charge of creating,

implementing, and carrying out marketing plans and methods to advertise a company's
goods or services. A marketing department's main goals are to raise brand awareness,
produce leads, and promote revenue growth.
Depending on the size and type of the firm, the duties of the marketing department may vary,
but some typical tasks include market research, product creation, branding, advertising,
public relations, sales promotion, and customer relationship management.
A Chief Marketing Officer (CMO) is normally in charge of the marketing division and is
responsible for the division's overall strategy and direction. Marketing managers, product
managers, market researchers, graphic designers, copywriters, and social media experts are
possible additional positions within the department.
Ultimately, by understanding customer needs, producing appealing message and branding,

and devising successful marketing campaigns to reach and engage
target audiences, the marketing department plays a crucial role in the success of a firm.
Marketing
The process of generating, delivering, trading, and conveying offerings that are valuable to
customers, clients, partners, and society at large is known as marketing. It entails
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determining the needs and desires of potential clients and creating ways to effectively satisfy
those desires.
Market research, product creation, branding, advertising, sales, and customer support are
just a few of the many activities that go under the umbrella of marketing. Its objective is to
market and sell goods or services to specific audiences by raising awareness, stoking
interest, developing a sense of trust, and encouraging loyalty.
A thorough understanding of consumer behaviour, market trends, and competition is

necessary for effective marketing. Additionally, it involves reaching out to and interacting
with customers using a variety of marketing channels, including social media, email
marketing, content marketing, search engine optimisation, and conventional advertising
techniques.
Factors of Marketing
A wide range of tactics and actions are used in marketing with the goal of promoting and
selling goods and services. Among the essentials of marketing are:
Target Audience: For marketing tactics to be successful, the target audience must be
identified and understood. Analyzing the demographics, practises, and preferences of
prospective clients is required.
Product/Service: The good or service being advertised must be of excellent quality and
satisfy the wants and needs of the intended market.
Pricing: The cost of the good or service should be reasonable and commensurate with the
value it offers consumers.
Promotion: Advertising, public relations, sales promotions, and direct marketing are some
of the strategies used in promotion to raise awareness of the good or service.
Place/Distribution:This refers to the methods utilised to make a product or service available

to consumers, including brick-and-mortar storefronts, internet marketplaces, and direct
sales.
Branding: Establishing a strong brand image is crucial for winning over customers and
setting the product or service apart from rivals.
Customer experience: Delivering a pleasant customer experience can encourage repeat

business and positive word-of-mouth recommendations, from the original purchase through
ongoing support and service. platforms.
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Competition: For the purpose of developing successful marketing plans and maintaining a
competitive edge in the market, it is crucial to comprehend the competition and their
marketing methods.
Technology: Modern marketing is heavily reliant on technology, from social media platforms
to digital advertising.
Ethics: Ethical considerations, such as honesty and transparency in advertising and business
practices, are very important.
1.2 Problem Definition

There are several common problems that can affect customer satisfaction in the
manufacturing industry:
Product quality: If a product falls short of client expectations or is of low quality, this may
cause discontent and unfavourable reviews.
Bad communication: Absence of or misconceptions in the manufacturer's and the customer's

communications can result in dissatisfaction and misunderstandings.
Slow response time: Customers may become frustrated and leave unfavourable reviews if
they must wait too long for a response or resolution to their problems or questions.
Supply chain inefficiency: If a customer depends on the product for their own business
operations, production or delivery delays may have a negative effect on their level of
satisfaction.
Insufficient after-sales support and maintenance: If the manufacturer does not offer
adequate after-sales assistance and maintenance, it may cause complaints and unfavourable
evaluations.
Lack of customization: If the product does not satisfy the customer's unique demands or
requirements, this may cause the customer to become dissatisfied and look for alternatives.
Focusing on boosting product quality, communication channels, reaction times, supply chain
optimisation, effective after-sales service, and customization possibilities are necessary to
address these problems. Manufacturers can enhance customer satisfaction and forge closer
ties with their clients by addressing these problems.
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1.3 Objectives of Study
 To study the level of customer satisfaction

 To understand the strength, weakness, opportunities and threats of Oriental
metals llp
 To understand the factors affecting the purchasing decision
 To provide suggestion in improving customer satisfaction and company sales and
profitability
 To know the customer satisfaction towards the after sales services offered
 To findout the most prominent areas of dissatisfaction
1.4 Scope of the Study

Customer satisfaction is a crucial component of marketing since it is necessary for creating
and sustaining a strong bond with customers. It speaks to the degree of satisfaction that
clients have with a business's goods or services after using them. Customers who are happy
with a brand are more inclined to stick with it, make more purchases, and refer the business
to others.
The definition of consumer happiness in marketing is fairly broad. It involves tasks like
comprehending consumer needs and expectations, creating goods and services that satisfy
those demands, effectively interacting with clients, and offering top-notch client service.
Following are some specific instances in which marketing relies heavily on consumer
satisfaction:
Product Development: In order to create items that customers will be happy with, it is
essential to understand their wants and preferences. Businesses that place a high priority on
customer satisfaction frequently conduct in-depth market research and focus group studies
to determine the needs and preferences of their target market.
Marketing communications: Establishing solid relationships with clients and gaining their
trust require effective communication. Businesses that place a high priority on customer
satisfaction spend money creating transparent and clear message that appeals to their target
market.
Customer service: Keeping customers satisfied requires offering top-notch customer service.
Businesses that place a high priority on customer satisfaction spend money training their
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staff to provide great customer service and also use consumer feedback to continuously
enhance their service offerings.
Brand loyalty: Happy customers are more likely to develop a strong brand loyalty, which is
crucial for brand development. Businesses that put the needs of their customers first make
investments in fostering brand loyalty through loyalty programmes, individualised
advertising, and other initiatives.
In conclusion, a wide range of marketing operations, including brand loyalty, product

creation, marketing communications, and customer service, fall under the broad umbrella of
customer pleasure. Building solid customer connections and attaining long-term success in
the marketplace require putting the needs of the consumer first.
1.5 Limitations of the Study

While customer satisfaction is an important metric for businesses to measure, there are
several drawbacks to relying solely on it in marketing. Here are some of them:
Limited scope: Customer satisfaction surveys frequently concentrate on the

transactional elements of the customer experience, such as the quality of the product or
the level of customer service. Yet, they might not fully express the customer's
relationship with the brand, including their emotional attachment to it or how they view
the company's values in general.
Response bias: Respondents to satisfaction surveys who have had a bad experience are
more inclined to do so than those who have had good experiences. As a result, the results
may be skewed and the overall level of customer satisfaction may be misrepresented.
Total lack of differentiation: Customer loyalty or advocacy may not necessarily follow
from high levels of customer satisfaction. Even if a consumer is pleased with a product
or service, they could still be open to switching to someother brands.
Failure to predict future behavior : Future customer behaviour, such as repeat purchases
or referrals, may not be predicted by customer satisfaction surveys. This is due to the
fact that client contentment does not always equate to client loyalty or advocacy.
Limited insight: Customer satisfaction surveys can offer useful input, but they can not go
into enough detail to help organisations understand the underlying reasons why
customers are satisfied or dissatisfied. To acquire a deeper understanding of client
demands and preferences, more in-depth research may be required.
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Overall, while customer satisfaction is an essential metric for businesses to track, it

should be used in conjunction with other measures and research to gain a more complete
idea of customer behavior and preferences.
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CHAPTER 2
LITERATURE REVIEW
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1 This study completed the link between emotional behaviour and customer
satisfaction and customer satisfaction and experience sold in Indian markets
RajulBhardwaj Vol January 2011The study is based on extensive data on 17 customer
satisfaction and sales data from approximately 180 customers.Research addresses the
inconsistencies and asymmetries found in these links.It also provides an example of how a
company can use predictive analytics to create an interest policythat is expected to increase
market revenue.First examine the interest-non-linearity and the asymmetry in sales.Second,
the study supports measuring the behavioral link between customer satisfaction and the
performance of food retailers using specific data.Third, the study shows how businesses can
use these results to create appropriate customer satisfaction policies.
A Study of Consumer Concerns About Fast Food in India Industry Chauhan Vinay &
Chib Sandeep Singh (2012) The fast food industry is growing dangerously, especially in
emerging Asian countries.The authors gave it to innovation, quality control and competitive
price .As confirmed by researchers, fast food restaurants represent one of segments of the
food industry.Indeed, food culture is not static, it constantly evolves and adapts to different
internal and external stimuli (Mennell, 1985; Molz, 2004).Hall and Mitchell (2000, 2002b)
say that despite the rapid globalization of the food industry in many locations, the uniformity
in the production or consumption of Ten is uncertain.In this business, customer satisfaction
is one of the most important strategic tools used to build a company's brand.In addition, the
phenomenon of customer satisfaction in this business is important for the success of
organizations, especially due to the rapid change in customer needs and service interruption
of products and methods.In many studies, customer satisfaction is considered the most
important factor affecting the performance of the entire company, as it directly affects the
flow and many customer traffic in fast foodrestaurants.This background formed the basis for
to conduct a study to explore factors affecting customer satisfaction in the fast food industry
in India, fast food companies located in the National Capital Region (NCR) i.e.Me Donald
Duck, limited to Pizza Hut ., KFC and Domino's ) India.
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A Sülek et al.(1995) found that customer satisfaction had a positive effect on sales of man-
hours in 46 retail stores.Anderson et al.(2004) found a positive association between
customer satisfaction and Tobin's long-term measure of financial performance, q, for retail
and supermarket chains (). Babakus et al. (2004) associated customer satisfaction with
product and service quality at stores and found that product quality had six significant effects
on the results at the store level.Customer satisfaction surveys often see employees as
facilitators of selling, which is important for increasing conversions by providing customers
with information about prices, product types, and features, and helping customers navigate
the store, even through cross-selling. items.The retail market issue is unique in that it
depends on the factory and the goods sold, but this initial price data only focuses on the
second .
Perceptions of Service Quality in Chinese Fast Food Restaurants by Hong Qin,

University of North Texas Population Growth, Urbanization, and Middle Class Prosperity
Determine Many Emerging Asian Economies Trends.This led to the popularity of and
competition from fast food restaurants.Therefore, they are becoming more and more aware
of the importance of improving service quality in order to retain and attract customers.This
study investigates the dimensions of service quality in fast food restaurants (FFR) in
China.This is representative of the 16 Asia Pacific region, perhaps to illustrate the various
uses and uses of the model.This study presents "FFR Effectiveness" and evaluates using the
first five dimensions on the SERVPERF scale and adds "returns" to measure service
quality.The findings show that recall, tangibility, reliability and performance are the four
most important dimensions of service quality in China's fast food industry.In addition to
being a neighbor of China, India also has some similarities in terms of geography, population
and economic conditions.Therefore, this study provides necessary prerequisites for my
research on fast food retailing
This study completed the link between emotional behaviour and customer
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performance of food retailers using specific data.Third, the study shows how businesses can
use these results to create appropriate customer satisfaction policies
Oliver (1981) explained in his study that customer satisfaction is a part of jobs and plays an
important role in business performance.Customer satisfaction is more important in any
organization because if your customers are happy with your services or products then your
business is good.In the past, customer satisfaction was not very important, people did not
care about quality.But now shows the game of the day, and because of the education and
learning environment, customers know all products and companies, so every business cares
about meeting customer needs and wants.Customer satisfaction is the top issue for any
business organization and is the top business organization's (T.W., 2001).
Veloutsou (2005), in his research on customer satisfaction, defined products and services
with different characteristics.The difference between the tangible and the intangible has
become the difference in consumer satisfaction, so they need to be decomposed and treated
differently
S Churchill (1982), Evaluation and Psychological Intervention Services.According to

Kottler (2000), satisfaction is the sum of features of a product or service.
Kurniawan (2010) Customer satisfaction changes over time; It is a dynamic

process.Personal opinion on a product or service Working for Customer Satisfaction Leeds.In
today's businesses, ensuring customer satisfaction while delivering quality products and
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services to end users is a major concern for the future growth of the organization.In this
study, it was tried to understand the satisfaction of customers when they shop in stores
based on customer research.
✓ S Das Prasun, 2009 There is a great deal of literature on customer satisfaction , which
includes various fields such as marketing, management and accounting.For example, Many
articles use the ACSI (American Customer Satisfaction Index) to examine customer
satisfaction at the firm, business, and macroeconomic level.This article focuses solely on
customer satisfaction research, it does not examine the literature examining the
development of satisfaction research tools, as the research design could not be
controlled.The principle of this research flow is that the service is better to satisfy the
customer more, which leads to financial performance, even from this development the
process is different.
Iaeobueci et al. (1994, 1995) provided empirical definitions of service quality and
customer satisfaction.They argue that service quality should not be confused with customer
satisfaction, which is the main benefit of providing good service.
Ittner and Larcker (1998) present empirical evidence at the customer, business unit and
firm level, showing that various measures of financial performance () (including revenue,
profit) are positively associated with customer satisfaction.However, in sales, they found a
positive relationship between satisfaction and profit, perhaps because the benefits of
satisfaction can exceed the increased cost in the process of selling goods .
✓ A Sülek et al.(1995) found that customer satisfaction had a positive effect on sales of
man-hours in 46 retail stores.Anderson et al.(2004) found a positive association between
customer satisfaction and Tobin's long-term measure of financial performance, q, for retail
and supermarket chains (). Babakus et al. (2004) associated customer satisfaction with
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product and service quality at stores and found that product quality had six significant effects
on the results at the store level.Customer satisfaction surveys often see employees as
facilitators of selling, which is important for increasing conversions by providing customers
with information about prices, product types, and features, and helping customers navigate
the store, even through cross-selling. items.The retail market issue is unique in that it
depends on the factory and the goods sold, but this initial price data only focuses on the
second .
Perceptions of Service Quality in Chinese Fast Food Restaurants by Hong Qin,

research on fast food retailing.
According to Allan C Pharm Med (2016)

Reviewing promotional materials for pharmaceutical
Products is important to help ensure their quality and allow recipients to be well informed
about benefits and ensure their high quality and allow recipients to be well informed about
the benefits and risks. This article provides an overview of control mechanisms that can
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influence the overall quality of the product combined with practical advice based on personal
use and international experience. US case reports are used to illustrate examples of
promotional violations and the consequence of government enforcement.
According to Martin R Schissel (2014)

Promotional strategy of the better marketers in the sample emphasizes heavier advertising
and more personal selling effort than the competition. Nevertheless promotion is a major
problem for all sample members in part because of consumer perceptions of high risk in the
purchase of services.
According to Roddy Mullin (2010)

Sales promotion is one of the most powerful weapons available to sales and marketing staff
and is used more than any other type of marketing because it works.
Almost 60 % of consumers regularly take advantage of some form of sales promotion each
month. Packed with practical examples as well as new and updated case studies the fifth
edition details new developments in sales
Promotion also highlight the tried and tested methods that companies used to stay ahead
revealing the winners offers that gain new customers and keep existing ones happy.
According to DR. Sc . Almira Curri-Mechmeti (2015)

Public relations give opportunity to the present its image and personality to its own public-
users , supporters, sponsors ,donors ,local community and other public. It is about
transferring the message to the public. But that is a two way street. You must communicate
with your public.
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Measure Customer satisfaction in the fast food industry: Nationwide from to Gilbert, G.R.,
Veloutsou, C., Goode, and Moutinho, L.(2004) Service Marketing Journal, 18(5). ib., 371-
383.This study shows the relationship between ethnicity and determinants of customer
satisfaction. Compare The study continues to link customer satisfaction to culture, thus
paving the way for a cross-cultural comparison of service satisfaction in four predominantly
English-speaking but culturally diverse countries.This study highlights that customer
satisfaction has doubled at fast food outlets; satisfaction with service and personal
satisfaction with service .Researchers' efforts will be useful for retailers to evaluate their
own services and brands in 4,444 countries to create an efficient product mix.
✓ Perceptions of Service Quality in Chinese Fast Food Restaurants by Hong Qin,

research on fast food retailing.
Consumer's Intention to Buy Fast Food Products: An Empirical Study Undergraduate

Study Author: Huam Hon Tat, SengSook-Min, Thoo Ai-Chin, AmranRasli, Abu BakarAbd
Hamid - Department of Management4 Human Resources 4 School of
Management and Technology Senior, Malaysian University of Technology.The fast food
industry in Malaysia, like other industries worldwide, faces the challenge of increasing
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competition.This study analyzed the importance of predictors of customer satisfaction in fast

food restaurants and currently found levels of service quality among university students in
Malaysia.In this study, it was also tried to determine the relationship between customer
satisfaction and customers' purchase intention.This study was conducted in five dimensions,
sustainability - found to be the most important determinant of customer satisfaction for fast
food restaurants (FFR) ~ answers, followed by trust, concreteness and empathy.The results
also support the argument that customer satisfaction can lead to customer demand.
Recommendations for the FFR, and especially discussions of for future research, provided a
strong direction for my research .
✓ This study completed the link between emotional behaviour and customer
performance of food retailers using specific data.Third, the study shows how businesses can use
these results to create appropriate customer satisfaction
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CHAPTER 3
INDUSTRY PROFILE
3.1 BRIEF HISTORY OF THE INDUSTRY
The history of the manufacturing industry is closely tied to the Industrial Revolution, which
began in England in the 18th century. The Industrial Revolution was a period of rapid
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industrialization that transformed traditional manual labor-based economies into machine-

based manufacturing economies.
The development of steam power and the invention of the spinning jenny and power loom
revolutionized the textile industry, allowing for mass production of cloth. The introduction
of new manufacturing techniques and machinery led to the creation of new products and
industries, such as the production of iron and steel, railroads, and steamships.
In the late 19th and early 20th centuries, the manufacturing industry continued to expand,
with the introduction of the assembly line production method and mass production
techniques. The automotive industry, in particular, played a significant role in the growth of
manufacturing during this time.
The mid-20th century saw the rise of automation and the widespread use of computers in
manufacturing, leading to increased productivity and efficiency. Today, the manufacturing

industry continues to evolve, with the use of advanced technologies such as robotics,
artificial intelligence, and the Internet of Things (loT) to improve production processes and
create new products.
The history of the manufacturing industry spans centuries and has been a critical driver of
economic growth and innovation. Here are some significant milestones:
1. Industrial Revolution: The Industrial Revolution in the 18th and 19th centuries marked a
significant shift in the manufacturing industry. The development of steam power and
machines led to the creation of factories and mass production, dramatically increasing the
efficiency and scale of manufacturing.
2. Assembly line production: The development of assembly line production, pioneered by

Henry Ford in the early 20th century, revolutionized manufacturing by increasing efficiency
and lowering costs.
3. World War II: During World War Il, manufacturing played a crucial role in producing
weapons and supplies for the war effort. The manufacturing industry also experienced
significant growth and expansion during this period.
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4. Automation: The development of automation and robotics in the latter half of the 20th
century increased the efficiency and precision of manufacturing processes.
5. Globalization: The rise of globalization in the 21st century has led to the outsourcing of
manufacturing jobs to countries with lower lahr costs such as China and India.
Today, the manufacturing industry continues to evolve, with advancements in technology,

sustainability, and supply chain management shaping its future.
This decade, India's manufacturing sector has the greatest potential to propel economic
growth and employment creation. India has a huge capacity to participate in global markets
because of elements like electricity expansion, long-term employment possibilities, and skill
paths for millions of people. Their potential is influenced by a number of things. First of all,
India's assets in terms of raw materials, industrial know-how, and entrepreneurship are well
positioned to benefit these value chains.
Also, they can benefit from four market opportunities, including contract manufacturing,
localising imports, increasing exports, and increasing internal demand. Technology has
today encouraged creativity, with digital transformation being a critical element in gaining
an advantage in this increasingly competitive industry. The Indian manufacturing sector is
steadily moving towards more automated and process-driven manufacturing, which is
projected to improve efficiency and enhance productivity.
Effects of manufacturing on the economy and its measurement
Manufacturing and economic growth are linked, according to historical data. There are two
main theories put out by economists to explain why manufacturing drives economic
expansion.
The first explanation focuses on the unique characteristics of manufacturing, while the
second examines how these characteristics affect returns and economic expansion. In the
first scenario, manufacturing offers significantly more prospects for capital accumulation
and intensification.
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Moreover, manufacturing takes use of economies of scale brought on by technical complexity

and massive production. Higher learning chances made available in manufacturing
production improve technology.
In the second scenario, the idea that each economic sector has "push" and "pull" impacts on
the rest of the economy is the foundation for economic growth. For instance, the rest of the
economic system is impacted by the manufacturing companies' intermediate purchases and
sales of productive inputs.
Different ratios are used by governments and countries to gauge how important
manufacturing is to the overall economy. For instance, the Manufacturing Value Added
(MVA) ratio, which is a percentage of the gross domestic product, is used to compare
manufacturing production to the economy's overall size (GDP).
Agencies also use surveys of manufacturers to predict new orders, employment, and
inventories. The Institute for Supply Management, which gathers and releases findings
known as the ISM Manufacturing Report each month, is a typical example. The report is used
by academics and financial professionals to gauge the state of the economy and forecast the
broad trajectory of the stock market.
3.2 INDUSTRIAL PERFORMANCE- GLOBAL, NATIONAL AND REGIONAL
Manufacturing industrial performance can be assessed at the global, national, and regional
levels, with each level providing different insights into the performance of the manufacturing
industry.
 At the global level, manufacturing industrial performance can be evaluated based on

the output and growth of manufacturing industries across the world. The United
Nations Industrial Development Organization (UNIDO) and the World Bank are two
organizations that collect and publish data on manufacturing industrial performance
at the global level. Some indicators of global manufacturing performance include the
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total value of manufacturing output, the rate of growth of manufacturing industries,

and the share of global manufacturing output by region.
 At the national level, manufacturing industrial performance can be evaluated based
on the output, employment, productivity, and innovation of manufacturing industries
in a particular country. National statistical agencies, such as the Bureau of Labor
Statistics in the United States and the National Bureau of Statistics in China, collect
and publish data on manufacturing industrial performance at the national level. Some
indicators of national manufacturing performance include the number of
manufacturing jobs, the value of manufacturing output, the level of productivity in the
manufacturing sector, and the level of investment in research and development in the
manufacturing industry.
 At the regional level, manufacturing industrial performance can be evaluated based
on the output and growth of manufacturing industries in a particular region or
locality. Regional statistical agencies, such as Eurostat in Europe and the Bureau of
Economic Analysis in the United States, collect and publish data on manufacturing
industrial performance at the regional level. Some indicators of regional
manufacturing performance include the number of manufacturing jobs in the region,
the value of manufacturing output produced in the region, and the level of investment
in manufacturing infrastructure and technology in the region.
Overall, analyzing manufacturing industrial performance at the global, national, and regional
levels provides important insights into the health and vitality of the manufacturing industry,
and helps policymakers and industry leaders identify areas for improvement and growth.
3.3 PROSPECTS AND CHALLENGES IN THE INDUSTRY
The manufacturing industry faces both prospects and challenges in the current business
landscape.
Prospects:
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Automation and digitization - Manufacturing companies can leverage automation and

digitization technologies such as robotics, artificial intelligence (AI), and the Internet of
Things (IoT) to improve efficiency, reduce costs, and enhance product quality.
Innovation and new product development - Manufacturing companies that invest in research
and development (R&D) can bring new products to market faster and maintain a competitive
edge.
Globalization and expanding markets - With global trade becoming more accessible,
manufacturing companies can expand their customer base and reach new markets,
increasing sales and revenue.
Sustainability and environmental concerns - Companies that embrace sustainable

manufacturing practices and reduce their environmental impact can gain a competitive edge
in the market and appeal to environmentally conscious consumers.
Challenges:
Shortage of skilled labour - Many manufacturing companies are struggling to find qualified
and skilled workers to fill technical positions, which can limit their ability to adopt new
technologies and improve productivity.
Supply chain disruptions - The COVID-19 pandemic highlighted the vulnerabilities in global
supply chains and the need for companies to diversify their suppliers and build resilience.
Trade tensions and protectionism - Increasing trade tensions between countries and the rise
of protectionist policies can lead to increased tariffs and trade barriers, impacting the ability
of manufacturing companies to operate efficiently and profitably.
Cybersecurity threats - With the increasing reliance on digital technologies, manufacturing

companies are vulnerable to cybersecurity threats such as data breaches, which can lead to
significant financial and reputational damage.
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Overall, the manufacturing industry needs to adapt to changing market conditions and
embrace new technologies and practices to remain competitive and meet evolving customer
demands.
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CHAPTER 4
COMPANY PROFILE
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4.1 Brief history of the organization
Oriental Metals was established in 1967 as a consequence of the business's corporate

plan to provide a more specialised approach to trading aluminium. In India as a whole,
Oriental Metals is the largest wholesaler and supplier.In Cochin, the OMS company, also
known as Oriental Mhd & Sons, was established. Oriental Metals has an illustrious
history stretching more than five decades and is constantly establishing new standards
of excellence in the infrastructure industry. Iron & steel dealing, aluminium production,
and the moniker have all come to be associated with these industries.In 1965, few
people, particularly in an industrial backwater like Kerala, would have had the vision to
predict the white metal's immense potential. One guy did, though. He was a genius from
Ernkaulam by the name of V.A. Mohammed Kunju. From a small company in 1980,
Oriental Metals expanded quickly over the following two decades to become a leader in
the state's industry, constantly establishing new standards of success. The company's
biggest assets have been innovation and an unwavering dedication to quality and
customer happiness, which have earned it recognition and accolades from both clients
and business partners.Kerala's top brand for wholesale selling of iron, steel, and
aluminium roofing goods is Oriental Metals. Oriental Metals is the authorised exclusive
distributor for well-known brands like Oralium, Duroof, and Indira Aluminium. They
offer a wide variety of products made of iron and steel, aluminum, and stainless steel,
including roofing sheets, coils, checkered sheets, and extrusions.
4.2 Organisational Chart
17 July, 2009
KAIPLATHBAYOTH MOHAMMEDKUNJU AHAMMEDIQBAL
Director
17 July, 2009
AHAMED ANSARI KAIPPALATH MOHAMEDKUNJU
Director
01 January, 2022
MUHAMMAD FAHAD ORIENTAL KAIPPALATH

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Director
4.3 Mission,Vision Statement and Quality Policy Followed
MISSION
OFFERING BEST IN CLASS WORLD CLASS PRODUCTS.
ADOPTION OF BEST TECHNOLOGY AND SUPERIOR QUALITY MANAGEMENT SYSTEMS.
SERVICE TO ALL STAKEHOLDERS.
DEVELOPING PROFESSIONAL AND QUALITY TALENTS.
VISION
"TO BECOME THE MOST PREFERRED METAL BRAND BY 2025"
VALUES
CUSTOMER CENTRICITY
INNOVATION & TECHNOLOGY
PASSIONATE DETERMINATION TO EXCEL
AGILITY TO SUCCEED
COLLABORATION
INTEGRITY & TRUST
QUALITY ASSURANCE OF ORIENTAL METALS LLP

Oriental, as a part of its quality management focussed approach, provides its customers
the confidence that the required quality parameters and the required level of quality in
a service or product will be fulfilled.
All units of it are certified with ISO 9000, IATF 16949.
It uses various approaches/tools to achieve better performance, to reduce variability, to

improve products, enhance workplace safety and to reduce carbon footprint.
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Quality Assurance Personnel are deployed at different units to address the concerns of
the customers and provide immediate resolution to ensure that the final processed
material that reaches the customer is free from any defect.
TDCs / TPRs are signed with customers based on consultations with customers. These
are a set of guidelines, which enables the company to serve the customers with their
exact requirements. It includes the sheet dimensions, flatness requirements, packaging
details etc.
4.3 Business Process of the Organisation – Product Profile
ALUMINIUM
ROOFING SHEETS
Oralium coloured Aluminium roofing sheets, is one of the most trusted brands in the
roofing industry. It provides wide varieties of roofing sheets customized and in different
shades.
PRE PAINTED
GALVALIUM SHEETS
The distributor of Duroof in South India is Oriental Metals. In South India, it is the
favoured name for over 231 Dealers. At Oriental Metal's factory, PPGL (Zinc-Alum)
colour coated roofing panels are meticulously made. Duroof blankets have a multi-
layered, highly structured coating that gives them great resilience and resistance to
Kerala's harsh weather. You can choose from a variety of bright hues and products from
the premium PPGL (Zinc-Alum) brand.
Oriental Metals' Duroof - PPGL (Zinc-Alum) colour treated roofing panels have a multi-
layered construction that makes them durable. Their bright hues blend seamlessly with
the colour and design of your house. Durability guarantees trouble-free, long-lasting
peace of mind and no upkeep.
The covering is strong and long-lasting thanks to its four layers. The basic metal is
protected from rusting by the two coatings on either side of it. Protection and resilience
to cracking and tearing are provided by the polyester primer covering. Residential,
business, and industrial buildings are the finest candidates for Oriental Metals' Duroof
roofing sheets. The lengths of Duroof can be customized, and a variety of appealing hues
and shapes are available.
27
ALUMINIUM EXTRUSIONS
Nicely crafted. Suitable for a variety of needs and sectors. Kerala can choose from more
than 8000 various forms in a range of profiles thanks to Oriental Metals. Products from
well-known industry experts are used by Oriental Metals..
Kerala can choose from more than 8000 various forms in a range of profiles thanks to
Oriental Metals. The products provided by Oriental Metals are sourced from well-known
industry experts in aluminium extrusions, which enables the company to produce
products that are unmatched and stand out for their dependability and trustworthiness.
South India as a whole is very accepting of the goods. Oriental Metals satisfies a large
portion of the building and commercial demands for extruded metal goods in Kerala.
General Categories of Extrusions and Aluminium Products we deal in:
Architectural & Industrial
General Shape
Automobile
Construction & Building
and so on.
STAINLESS STEEL
Engineered Precise Shapes. Modern Looks and Finish.
Since 1965, Oriental Metals has been a leader in the stainless steel industry. And this
bold decision has come to pass, as stainless steel is now used in every element of South
Indian design, construction, and building. Stainless steel is attractive, practical, and long
lasting. Because of their improved corrosion resilience and attractiveness, stainless steel
goods are preferred by architects, interior designers, and landscape designers.
South India receives a lot of Stainless Steel goods and extrusions from Oriental Metals.
In building, stainless steel provides extraordinary strength. Today, stainless steel is used
for railings, window casings, partitions, doors, and many other components. The
speciality of stainless steel is its high ductility, which can endure large weights and
28
tensile strains while spanning distances. Due to this, it is greatly favoured over other
traditional buildings.
Due to its increased hardness, stainless steel allows for a reduction in material weight.
Like railings, it can be exposed to the elements and still keep its lustre and cleanliness
over time. The natural covering of stainless steel stops oxidation. It is not harmed by
heat, precipitation, or toxins in the air. Stainless steel's construction flexibility enables it
to be imaginatively used to create cutting-edge structures. The comparatively light
stainless steel construction components are simple to move and set up.
Extremely versatile
Wide variety of standard and custom shapes
Almost 100% recyclable
Sustainable building material
QUICK
Flat Rolled Products
Aluminium Flat Rolled Products from Oriental Metals A Prominent Past for
Aluminum Products
With mill-finish coils, checked sheets, plain sheets, and other goods from the nation's top
manufacturers, Oriental Metals has a great track record in the sale of aluminium
products. Indian aluminium firms are among the best in the world, and their goods are
shipped to all the major industrialised countries.
Our metal rolls and sheets are known for their high quality, regular thickness, gauge, and
tolerances. We have a sizable market share for aluminium goods in Kerala and are a
significant player throughout South India. Flat-rolled aluminium sheets and coils can be
used in a variety of industries, including electrical uses, general engineering, building
construction, and vehicle bodybuilding.
High-demand clients' ongoing stock requirements can be constantly satisfied.
 Sturdy construction and accurate dimensions.
 Corrosion-resistant and offer long life.
 Versatile and durable – best for quality-conscious clients.
 Great functionality and offer the best ambiance too.
29
4.4 Strategies – Business,Pricing and Management

PRICING STRATEGIES
1. Cost-Plus Pricing: This involves adding a markup to the production cost of a product
or service to arrive at the final selling price. This strategy ensures that the company
is able to cover all its costs and make a profit.
2. Penetration Pricing: This involves setting a low price initially to penetrate the market
and gain market share. Once the company has established its presence, it may
gradually increase the price.
3. Skimming Pricing: This involves setting a high price initially to capture the premium
market segment. The company may gradually lower the price as competitors enter
the market.
4. Value-Based Pricing: This involves setting the price based on the perceived value of
the product or service to the customer. This strategy requires a good understanding
of the customer's needs and preferences.
MANAGEMENT STRATEGIES
1. Technological innovation: Oriental has always been at the forefront of adopting new
technologies to improve its efficiency and productivity. The company has invested
heavily in research and development to create new products and manufacturing
processes.
2. Diversification: Oriental has diversified its product portfolio to cater to different
industries and customer segments. The company has expanded its operations to
include areas such as engineering, power, chemicals, and infrastructure. This has
helped the company to mitigate risks associated with market fluctuations in the steel
industry.
3. Cost optimization: Oriental has a strong focus on cost optimization to maintain its
competitiveness in the market. The company has implemented various measures to
reduce its operating costs, such as optimizing its supply chain, improving its
production processes, and investing in renewable energy sources to reduce its energy
costs.
4. Customer focus: It has a strong customer-centric approach, which has helped the
company to build long-term relationships with its customers. The company has a
dedicated team to understand customer needs and preferences, and it works closely
with them to provide customized solutions.
BUSINESS STRATEGIES
1. Oriental has pursued a strategy of vertical integration, which involves owning and
controlling all aspects of the steel-making process, from raw material extraction to
finished product delivery. This allows it to have greater control over costs, quality,
and delivery schedules, while also enabling it to offer a wide range of steel products.
30
2. It has invested heavily in research and development to develop new steel products
and production processes. It has also adopted advanced technologies, such as
automation and digitization, to increase efficiency and reduce costs.
4.5 Swot Analysis
STRENGTHS
• A proven track record of ingenuity in product development.
• Reliable distribution network – It has developed a strong distribution network over
the years that can cover most of its prospective market.
• Strong Free Cash Flow – It has a strong free cash flow, which gives the business
resources to grow into new initiatives.
• Highly qualified staff as a result of effective learning and training initiatives. A
workforce that is both highly skilled and driven to accomplish more as a consequence of
Company's massive investment in employee training and development.
• A successful track record of merging and acquiring complementary businesses. In the
last few years, it has effectively integrated a number of digital firms to streamline its
processes and supply chain.
• Strong dealer community - It has created a culture among distributors and dealers
where the dealers engage in teaching the sales team to explain to the client how he or
she can derive the most benefits from the products in addition to promoting the
company's products.
• Reliable vendors - The business has a solid foundation of trustworthy raw material
providers, which enables it to get around any supply chain obstacles.
• Strong Brand Portfolio - Company has made investments over the years to develop a
strong brand portfolio. This truth is further supported by Company's SWOT analysis. If
the company wishes to grow into new product areas, this brand portfolio can be very
helpful.
WEAKNESS
 The organisation's framework only works with the current business strategy, which
prevents it from expanding into related product segments.
 The company's Net Contribution% and income share fall below the industry standard.
 Limited success outside core business - Despite being one of the top companies in its
sector, it has had difficulty expanding into other product categories given its current
mindset.
 The business needs to collect more money to invest in the channel because its days-
of-inventory are higher than those of its rivals. This may have an effect on the
company's long-term development.
 Days inventory is high compare to the competitors – making the company raise more
capital to invest in the channel. This can impact the long term growth of Company.
31
 The marketing of the products left a lot to be desired. Even though the product is a
success in terms of sale but its positioning and unique selling proposition is not
clearly defined which can lead to the attacks in this segment from the competitors.
 Not highly successful at integrating firms with different work culture.
OPPORTUNITIES
 Following years of economic downturn and sluggish industry development, the
economic recovery and rise in consumer spending present Company with a chance to
gain new clients and expand its market dominance.
 New environmental regulations - The new possibilities will equalise the playing field
for all business participants. It is a fantastic chance for Company to highlight its
technological edge and expand its market position in the new product category.
 New consumers from the online medium - The business has made significant financial
investments in the online network over the past few years. For company, this
acquisition has created a new distribution avenue. The business can take advantage
of this chance
 Opening up of new markets due to government agreement - the adoption of new
technology standards and government free trade agreements has given company an
opportunity to enter a new emerging market.
 As the market develops, opponent advantages will be lessened, enhancing Company's
ability to compete more effectively with its rivals.
THREATS
 Increasing local distributor power poses a danger in some markets as the industry
is giving local distributors higher margins.
 The business may be subject to legal action in various markets due to different laws
and ongoing changes to product standards in those markets.
 Given the various statutes and ongoing changes to product standards in those
markets, the business may be subject to legal action in those markets.
 The gradually rising profits for Company in some foreign markets are in jeopardy due
to a shortage of qualified labour in those markets.
 Because the business operates in so many different nations, it is subject to currency
changes, particularly given the unstable political environment in many international
marketplaces.
 Rising raw material can pose a threat to the Company profitability.
32
CHAPTER – 5
RESEARCH METHODOLOGY
33
3.1 STATEMENT OF THE PROBLEM
TO LEARN EMPLOYESS SATISFACTION OF ORIENTAL METALS LLT

3.2 RESEARCH DESIGN
Research design is a blueprint of a scientific study. It includes research methodologies,
tools, and techniques to conduct the research. It helps to identify and address the
problem that may rise during the process of research and analysis.
3.3 SAMPLE DESIGN
A sampling design is definite plan for obtaining a sample from a given population. It
refers to the technique or the procedures the researcher would adopt in selecting items
for the sample. Sample design may as well lay down the number of items to be included
in the sample i.e. the size of the sample
3.3 1 POPULATION
A sampling design is definite plan for obtaining a sample from a given population. It
refers to the technique or the procedures the researcher would adopt in selecting items
for the sample. Sample design may as well lay down the number of items to be included
in the sample i.e. the size of the sample
A population is a complete set of people with a specialized set of characteristics, and
a sample is a subset of the population. The usual criteria we use in defining population
are geographic, for example, “the population of Uttar Pradesh”.
3.3 2 SAMPLING TECHNIQUE

Technique is used simple random method
3.3 3 SAMPLE SIZE
PRESENT STUDY CONDUCTED AMONG THE PEOPLE IN ORIENTAL METALS LLP IN THE
SAMPLE SURVEY 50 SAMPLE SURVEY HAS BEENTAKEN FOR THIS STUDY
3.4 DATA COLLECTION DESIGN
Primary data refers to the first hand data gathered by the researcher himself. Secondary
data means data collected by someone else earlier. Surveys, observations,
experiments, questionnaire, personal interview, etc. Government publications,
websites, books, journal articles,
34
3.4 1 DATA SOURCE
PRIMARY DATA
Primary research is data which is obtained first-hand. This means that the researcher
conducts the research themselves or commissions the data to be collected on their
behalf. Primary research means going directly to the source, rather than relying on pre-
existing data samples.
Primary data is the data that is collected for the first time through personal experiences
or evidence, particularly for research. It is also described as raw data or first-hand
information. The mode of assembling the information is costly, as the analysis is done by
an agency or an external organisation, and needs human resources and investment. The
investigator supervises and controls the data collection process directly.
The data is mostly collected through observations, physical testing, mailed
questionnaires, surveys, personal interviews, telephonic interviews, case studies, and
focus groups, etc.
SECONDARY DATA
Secondary data is research data that has previously been gathered and can be
accessed by researchers. The term contrasts with primary data, which is data collected
directly from its source.
Secondary data is a second-hand data that is already collected and recorded by some
researchers for their purpose, and not for the current research problem. It is accessible
in the form of data collected from different sources such as government publications,
censuses, internal records of the organisation, books, journal articles, websites and
reports, etc.
3.4 2 DATA COLLECTION TOOLS

A questionnaire is a research tool featuring a series of questions used to collect
useful information from respondents. These instruments include either written or
oral questions and comprise an interview-style format
3.4 3 DATA ANALYSIS TOOLS
Simple random method is used
Data collection and analysis tools are defined as a series of charts, maps, and diagrams
designed to collect, interpret, and present data for a wide range of applications
and industries.
35
CHAPTER 6
DATA INTERPRETATION AND ANALYSIS
36
37
1. Age of respondents
Age No. of respondents Percentage

18 – 20 11 22
20 – 30 20 40
30 – 40 11 22
Above 40 8 16
Total 50 100
AGE
18-20
20-30
30-40
40 Above
INTERPRETATION:
Above data shows that the respondents were higher in 20-30 age group and lower in abobe
40.
2. Designation of respondents
Designation No. of respondents Percentage

Working 12 24
Entrepreneur 24 48
Homemaker 8 16
Retired 4 8
38
Student 2 4
Total 50 100
Designation
Working
Entrepreneur
Homemaker
Retired
Student
INTERPRETATION:
Above data shows that most of the respondents are entrepreneurs and least are students.
3. Gender of respondents
Gender No. of respondents Percentage
Male 23 46
Female 25 50
Others 2 4
Total 50 100
39
Gender
Male
Female
Others
INTERPRETATION:
Above data shows that 50% of the respondents were female, 46% are male and 4% belongs
to others.
4. Marital Status of respondents
Marital Status No. of respondents Percentage

Married 16 32
Single 30 60
Seperated 4 8
Total 50 100
40
Marital Status
Married
Single
Separated
INTERPRETATION:
Above data shows that 60 of the respondents were single and 8% are separated.
5. On a scale of 1 to 10, how satisfied are you with your in-store experience today?
Scale 1 2 3 4 5 6 7 8 9 10 Total
No. of 0 1 4 7 4 2 10 11 6 5 50
respondents
Percentage 0 2 8 14 8 4 20 22 12 10 100
41
Satisfaction of Customers
1
2
3
4
5
6
7
8
9
10
INTERPRETATION: Most of the customers were satisfied.
6. On a scale of 5, how likely are you to recommend oriental products to others?
Scale 1 2 3 4 5 Total
No.of 0 5 24 17 4 50
respondents
Percentage 0 10 48 34 8 100
42
Chances for recommendation
1
2
3
4
5
INTERPRETATION:
Above data shows that majority of the customers are likely to recommend the products to
others.
7. How likely are you to purchase again from us?
Chances No. of respondents Percentage

Often 16 32
Rarely 25 50
Frequently 9 18
Total 50 100
43
Chances for Repurchase
Often
Rarely
Frequently
INTERPRETATION:
Above data reveals that 32% of the customers are willing to purchase the products
often,50% rarely and 18% frequently.
8. What is your most important priority when choosing a product?
Priority No. of respondents Percentage

Price 8 16
Quality 25 50
Quantity 3 6
Brand 14 28
Total 50 100
44
Priority in Choosing a Product
Price
Quality
Quantity
Brand
INTERPRETATION: 50% of the respondents prioritise quality over price,brand and quantity.
9. Does the product help you achieve your goals?
Help Yes No Total
No. of respondents 44 6 50
Percentage 88 12 100
45
Help in Achieving Goals
Yes
No
INTERPRETATION:
82% of the respondents were able to achieve their goals with the products.
10. Which of the following words would you use to describe our product?
Describing word No. of respondents Percentage

Value for money 19 38
Reliable 13 26
Unique 10 20
Poor quality 5 10
Over priced 3 6
Total 50 100
46
Describing the Product
Value for Money

Reliable
Unique
Poor Quality
Overpriced
INTERPRETATION:
38% of the respondents voted for ‘value for money’.
11. Were you able to find the information required from our website?
Yes No Neutral Total

No. of 26 7 17 50
respondents
Percentage 52 14 34 100
chart
Yes
No
Neutral
47
INTERPRETATION:
52% of them found the website information useful.
12. How would you rate the responsiveness of our mobile app/website?
Rate 1 2 3 4 5 Total
No. of 2 5 18 19 6 50
respondents
Percentage 4 10 36 38 12 100
Responsiveness of Mobile App
1
2
3
4
5
INTERPRETATION:
38% of the respondents found the mobile app efficient.
13. What were the other brands in consideration before buying our product?
Brands No. of respondents Percentage

Tata 22 44
Everlast 10 20
Roofco 9 18
Geo 9 18
Total 50 100
48
INTERPRETATION:
TATA steels is the highest competitor for the company.
Other Brands Considered
TATA
Everlast
RoofCo
Geo
49
CHAPTER 7
FINDINGS, SUGGESTIONS AND CONCLUSION
50
7.1 FINDINGS
1. Oriental Metals LLP was found in 1967 in Cochin.
2. It deals with building material manufacturing.
3. From the survey it is known that most of the customers are satisfied and majority of
the customers lies in the age group of 20-30.
4. Among the customers of Oriental Metal 48% of them are entrepreneurs.
5. During the survey conducted, the respondents were women in majority.
6. It was found that customers were satisfied with the instore experiences and was
found that the chances to recommend the products to others were high.
7. Quality was the first and tge foremost priority given while choosing a product.
8. 88% of the customers agreed that the product helpes them to achieve their goals.
9. 52% of them found the website information useful.
10. Tata,Everlast,Roofco and Geo are the top competitors for Oriental Metals.
7.2 SUGGESTIONS
1. Focus on quality: In the metal industry, quality is everything. Make sure that your
products are of the highest quality possible, and consider investing in quality control
measures to ensure consistency.
2. Expand your product line: Consider expanding your product line to include more
specialized or niche products that could help you stand out from your competitors. For
example, you might look into producing alloys or offering custom fabrication services.
3. Develop a strong online presence: In today's digital age, having a strong online
presence is crucial for any business. Consider creating a website for your company and
using social media to promote your products and services.
4. Build relationships with suppliers and customers: Building strong relationships with
your suppliers and customers can help you create a loyal customer base and ensure a
steady flow of materials and orders.
5. Stay up-to-date on industry trends: Keep up with the latest trends and developments
in the metal industry, and be willing to adapt your business strategy as needed to stay
ahead of the competition.
51
6. Invest in training and development: Investing in the training and development of your
employees can help improve productivity and efficiency, and can also help you attract
and retain top talent.
7. Ensure effective communication techniques to maintain and ensure transparency and
trust with customers.
8. conducting market study to understand the competitors and their strategies in the
long run.
9. Invest in more promotional activities.
10 Avoid delay in delivery of products and other services.
7.3 CONCLUSION
After completeing my project on Oriental Metals LLP, I found that customer satisfaction
is a crucial factor for the success of any business. It is the extent to which a customer is
happy with a product or service, and it can be influenced by various factors such as
quality, price, customer service, and brand reputation.
Businesses that prioritize customer satisfaction tend to have loyal customers, repeat
business, positive word-of-mouth referrals, and a strong reputation in the market. On
the other hand, businesses that neglect customer satisfaction may struggle with
customer retention, negative reviews, and a damaged reputation.
To ensure customer satisfaction, businesses need to understand their customers' needs
and expectations, and provide them with high-quality products and services that meet
or exceed those expectations. They should also prioritize customer service and support,
and promptly address any concerns or issues raised by customers.
Overall, customer satisfaction is a critical component of a successful business, and
businesses should continuously strive to improve their customers' satisfaction levels to
maintain their competitiveness and achieve long-term success.
52
CHAPTER 8
Annexure 1
53
QUESTIONNAIRE
MEGHNA C RAMESH a student of Bharata Mata College, is conducting a study on “CUSTOMER

SATISFACTION” at Oriental Metals LLP as a part of graduation. I kindly request you to fill the
necessary details asked below. I also assure that the details entered will not be used for
external purpose.
1.Name
2.Age
a) 18-20
b) 20-30
c) 30-40
d) 40 above
3.Designation
4.Gender
a) Female
b) Male
c) Others
5. What’s your marital status?
a) Married
b) Single
c) Separated
6. On a scale of 1 to 10, how satisfied are you with your in-store experience today?
7. On a scale of 5 ,how likely are you to recommend oriental products to others?
8. How likely are you to purchase again from us?
54
a) Often
b) Rarely
c) Frequently
9. How can we improve your experience with the website or the in-store location?
10.What’s your most important priority when choosing a product ?
a) Price
b) Quality
c) Quantity
d) Brand
11. Does the product help you achieve your goals ?
a) Yes
b) No
12. Which of the following words would you use to describe our product?
a) Value for money
b) Reliable
c) Unique
d) Poor quality
e) Over Priced
13.Were you able to find the information required from our website?
a) Yes
b) No
c) Neutral
14. How would you rate the responsiveness of our mobile app/website?
a) 1
b) 2
55
c) 3
d) 4
e) 5
15. What were the other brands in consideration before buying our product?
a) Tata
b) Everlast
c) Roofco
d) Geo
16. Any suggestions to improve our services.
56
ANNEXURE 2
BIBLIOGRAPHY
https://www.orientalmetals.in
57
58
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A STUDY ON CUSTOMER SATISFACTION IN ORIENTAL METALS LLP

Businesses can concentrate on delivering high-quality goods or services, offering exceptional

Concept of Marketing Department

A functional unit of an organisation called the marketing department is in charge of creating,

Ultimately, by understanding customer needs, producing appealing message and branding,

A thorough understanding of consumer behaviour, market trends, and competition is

Place/Distribution:This refers to the methods utilised to make a product or service available

Customer experience: Delivering a pleasant customer experience can encourage repeat

1.2 Problem Definition

Bad communication: Absence of or misconceptions in the manufacturer's and the customer's

1.3 Objectives of Study

 To study the level of customer satisfaction

1.4 Scope of the Study

In conclusion, a wide range of marketing operations, including brand loyalty, product

1.5 Limitations of the Study

Limited scope: Customer satisfaction surveys frequently concentrate on the

Overall, while customer satisfaction is an essential metric for businesses to track, it

Perceptions of Service Quality in Chinese Fast Food Restaurants by Hong Qin,

S Churchill (1982), Evaluation and Psychological Intervention Services.According to

Kurniawan (2010) Customer satisfaction changes over time; It is a dynamic

Perceptions of Service Quality in Chinese Fast Food Restaurants by Hong Qin,

According to Allan C Pharm Med (2016)

According to Martin R Schissel (2014)

According to Roddy Mullin (2010)

According to DR. Sc . Almira Curri-Mechmeti (2015)

✓ Perceptions of Service Quality in Chinese Fast Food Restaurants by Hong Qin,

Consumer's Intention to Buy Fast Food Products: An Empirical Study Undergraduate

competition.This study analyzed the importance of predictors of customer satisfaction in fast

3.1 BRIEF HISTORY OF THE INDUSTRY

industrialization that transformed traditional manual labor-based economies into machine-

manufacturing, leading to increased productivity and efficiency. Today, the manufacturing

2. Assembly line production: The development of assembly line production, pioneered by

Today, the manufacturing industry continues to evolve, with advancements in technology,

Effects of manufacturing on the economy and its measurement

Moreover, manufacturing takes use of economies of scale brought on by technical complexity

3.2 INDUSTRIAL PERFORMANCE- GLOBAL, NATIONAL AND REGIONAL

 At the global level, manufacturing industrial performance can be evaluated based on

total value of manufacturing output, the rate of growth of manufacturing industries,

3.3 PROSPECTS AND CHALLENGES IN THE INDUSTRY

Automation and digitization - Manufacturing companies can leverage automation and

Sustainability and environmental concerns - Companies that embrace sustainable

Cybersecurity threats - With the increasing reliance on digital technologies, manufacturing

4.1 Brief history of the organization

Oriental Metals was established in 1967 as a consequence of the business's corporate

4.2 Organisational Chart

KAIPLATHBAYOTH MOHAMMEDKUNJU AHAMMEDIQBAL

AHAMED ANSARI KAIPPALATH MOHAMEDKUNJU

MUHAMMAD FAHAD ORIENTAL KAIPPALATH

4.3 Mission,Vision Statement and Quality Policy Followed

OFFERING BEST IN CLASS WORLD CLASS PRODUCTS.

ADOPTION OF BEST TECHNOLOGY AND SUPERIOR QUALITY MANAGEMENT SYSTEMS.

SERVICE TO ALL STAKEHOLDERS.

DEVELOPING PROFESSIONAL AND QUALITY TALENTS.

QUALITY ASSURANCE OF ORIENTAL METALS LLP

It uses various approaches/tools to achieve better performance, to reduce variability, to

4.4 Strategies – Business,Pricing and Management

3.1 STATEMENT OF THE PROBLEM

TO LEARN EMPLOYESS SATISFACTION OF ORIENTAL METALS LLT

3.3 2 SAMPLING TECHNIQUE

3.4 1 DATA SOURCE

3.4 2 DATA COLLECTION TOOLS

DATA INTERPRETATION AND ANALYSIS

Age No. of respondents Percentage

Designation No. of respondents Percentage