Professional Documents
Culture Documents
Customer Satisfaction Report
Customer Satisfaction Report
Customer Satisfaction Report
SUMMER INTERNSHIP
&
MINI PROJECTREPORT
ON
CUSTOMER SATISFACTION
AT
LAKHANI FILAMENT PVT.LTD.
SUBMITTED BY: DHRUMIL VEKARIYA
GTU ENROLLMENT NO.:97710592061
SUBMITTED TO : SHRI M H KADKAKIA ISTITUTE OF
MANAGEMENT AND COMPUTER STUDIES
(MBA PROGRAMME)
Declaration
DHRUMIL
VEKARIYA
student
of
SHRI
M.H.KADKIYA
INSTITUTE
hereby
declare
that
the
project
report
entitled
OF
technology
CUSTOMER
I declare that the work presented by me is done solely by me and to the best of my
knowledge; no such work has been presented by any other person for any other degree
or diploma.
I also declare that all the information collected from the secondary sources has been
duly acknowledged at appropriate place.
DHRUMIL VEKARIYA
ACNOWLEDGEMENT
It was a feeling of immense pleasure and pride for me that I got this precious
opportunity prepare a project for training as a part of curriculum in Gujarat
Technological University.
This project shall be incomplete if I dont convey the heart felt gratitude to those people
from whom I have got considerable support and encouragement during this project.
Many people have help, provided direction, technical information and its my pleasure to
say vote of thanks to all of them.
I am grateful to Prof. VIKAS PANDYA. He provided me valuable guidance and Kind
cooperation for my Project. I am equally grateful to LAKHANI FILAMENT STAFF
MEMBER
program.
DHRUMIL VEKARIYA
Executive summary
TABLE OF CONTENT
NO.
TOPIC
COMPANY INTRODUCTION
Page No.
1. PRODUCTION DEPARTMENT
19
25
30
35
50
53
54
55
56
58
FINDINGS
67
SUGGESTIONS
69
BIBLIOGRAPHY
70
APPENDIX
72
Vision Statement
Success is our motto
Present Profile
lakani filament Surat presently Produces mainly Three types of products
in different quality . like as texsurised yarn , Sizing beam and different grey
fabrics. In Texsurised yarn there two types of yarn :-(1) Texsurised yarn, (2)
crimped yarn. Second sizing Unit there are different
types of beam :-
set
up
state
of
Art,
Manufacturing,
set
up
for
ORGANISATION STRUCTURE
UNIT HEAD
Mr. Jayantibhai
Head QA
Mr.
dhanjibhai
Head PD
Mr. ashvinbhai
Material &
Planning
Mr.
Rashikbhai
Head marketing
Department
Accounts
Mr. Gandhi
Yarn
department
Beam
department
Grey fabrics
department
Kim unit
Products
Grey fabrics
Beam
Different thread
beam
Russian
French cut
Dhupayan etc.
Yarn
Crimp yarn
Tax yarn
between
sender
means
interaction
between
two
people
it
Phone to Phone
face to face
through .broker
through dealer
Manufacturing Division:
The Company has four state-of-the-art factories at, kim navapura
near G.E.B.substion. which manufacture a wide range of a
texsurising yarn,
Competitive Scenario:
Apart
from
the
huge
infrastructure
development
and
the
introduction of new products across Divisions, Lakhani Filament pvt. ltd. has
focused on keeping its most valued resource is manpower updated,
competitive and able to understand all aspects of Product Development,
Ongoing training is imparted to people at all levels, through in house and
external inputs.
Some of the competitors of Lakhani Filament pvt. ltd.are as under:
Vinit
Rajesh filament,
kajariwala
Work Culture
Lakhani filament pvt.ltd.is an organization where the atmosphere is
professional and the culture is warm, informal and open. The Company
believes in an open door policy, freedom to experiment and a free exchange
of thoughts. To encourage this, there are various forums of communication,
such as the staff meets for junior level management grades and the Blue Chip
Club for senior managers. The basic idea is to have a broad platform for an
open dialogue. An in-house journal called the Commoner is circulated
amongst all employees quarterly.
Asst. Manager
Sr. Engineer
Executive
Engineer/Executiv
e
Supervision
Apprentice
[ I ] Raw Materials Used: The main raw materials used in the manufacturing of yarn, and grey fabrics
are the various types of Poy and beam. Thus following types of p.o.y. are
used:(1) 160/34
(2) 160/72
(3) 150/34
(4) 140/34
(5) 135/34
(6) 126/34
(7) 115/34
(8) 110/34
This includes various beam denier as follows:(1) 75/72
(2) 70/72
(3) 60/100.
(4) 50 bright
(5) Nylon beam
(6) Cationic beam
(7) Roto beam etc.
Other Raw Materials: - oil, kanji etc.
(II) Types of Material Handling Equipments Used
Lakhani Filament Pvt. Ltd. uses the following types of material handling
equipments:-
HOIST: For on-line process in heavy materials overhead crane is used. For
Beam handling, etc.
.STECKER
10
HAND TROLLY
FORK LIFTS: Used to lift the Bundles and other such materials
11
requisition slip filing a list of items that are to be sent by stores. Both
departments maintain records of material transfers.
Purchase & Production:
The person in changes of purchase planning & procurement daily sends the
quantity of products that are to be produce daily & based upon this the
production is planned in shop floor.
As per the production requirement, purchase department will purchase the
items. It requires along with specification the detail and the purchase material
of specified quality right quantity at right price and right time.
crepe division
Texsurising division
sizing division
weaving division
12
RAW
MATERIAL
(POY)
S QULITY
Z QULITY
PRIMARY HEATER
AFTER
COLLING CHANNEL
13
Explanation:
In Lakhani filament pvt.ltd. using DX3Mdraw texsurising machine make by him
son engineering .in this machine include 336 spenders. In Lakhani filament
pvt.ltd. two type of yarn manufacturing (1)crimp yarn(2)tex.yarn.in texsurising
machine p.o.y. used as raw materials . poy order given by purchase manager
as per require denier .
: Denier means = parameter which indicates the weight of 9000 meter yarn
its called as denier.
Filament means = how many threads turn- rounded to each other to became
one thread its called filament.
Different between crimp yarn and tax Yarn dependent on the temperature
level set for heater in texsurising machine. Other measures also required for
maintaining different between crimp yarn and tax yarn. But its more technical
so not described here.
crimp yarn = when heater temperature set 40 c or less at time machine
produced crimp yarn.
Tex yarn = when heater temperature set between 150c to 175c at time
machine produced Tex yarn.
First of all required poy as raw material. This poy loading into the
machine according to spenders
second stage poy passing into primary heater so thread became strong
after this process thread passing into cooling channel so hot thread
became cold.
Third stage cold thread passing into secondary heater so again thread
became strong and no chance for weak thread produced.
Here oil mixing into thread so thread passing smoothly in all parts of
machine and thread shining also increase
.Finally thread filling into rill and its checking by checker and remove
the defective yarn
At last check yarn packing into carton and labeling on carton.
14
KANJI TANK
DENTING
HEATER
3ROUND HEATER
DENTING
BEAMER
CROSSING THREAD
PACKING
15
INTERPRETION
first of jumbo fitting on sizing machine after all thread of beam denting and
passing into the kanji tank so all thread became strong and kanji chemical
mixing into the thread
.second process passing thread into the heater so all thread became
strong
Third step all gravy thread became enter into 3round heater so all
thread quickly dry
fourth stage denting all thread
Finally according to our requirement we can adjust beam into beamer.
If we required 9600 thread beam so we can use 8 beams together and
denting the thread on beamer so all are filing into the beamer.
16
Loading the
beam &denting
the thread
Compress
water with
pumps
OK
Nozzle jet
Weaving
thread
Passing into
cuter
Wastage
Finished grey
filing into pipe
Checking
PACKING
17
Explanation:
The beam thread fitting into the machine and denting of the thread in
machine shuttle and for horizontal thread crepe yarn using for water jet
machine.
second stage horizontal yarn crossing in vertical thread through water
pump presser and its very quick process in water jet machine.
after this process weaving the grey and passing into t round cutter
which remove the wastage thread on grey so fist quality grey febrics
produced
final stage grey fabrics filling into the pipe. and checker cheek the grey
and preparing grey taka. And write down length of grey also.
18
19
20
Recruitment Process
The Recruitment cycle starts with either of the following:
Receipt by management of the Recruitment Approval Form clearly defining
the job profile (job description, responsibilities, designation, proposed grade,
reporting level, location of posting) and personal profile (age, qualification,
experience, etc.) duly approved by the concerned VP/ED
General Recruitment:
Based on the information available in the recruitment approval form and after
discussions with department/division head if necessary, the management
shall create a complete candidate profile. This profile will be displayed on the
Companys notice board/BSL bulletin board and recruitment portals as well as
handed over to selected placement agencies.
All applications received from different sources shall be screened by the
management who will shortlist candidates whose profile matches with the
desired profile.
A preliminary interview of the short listed candidates will be carried out
by the HR Manager to ensure the validity of the details given in the CV. Apart
from the necessary qualifications and experience, the management shall also
look for stability of the candidate in previous job, involvement in industry
forum, extra-curricular activities, etc.
The CVs of the candidates short listed by the HR Manager shall be
sent to the department/divisional head for vetting. The final list of candidates
to be called for the interview shall be decided after the applications have been
vetted by the departmental manager.
management shall call the short listed candidates for the interview on a
convenient date.
Internal Applications
Depending on the grade, the internal applications will have to be sent to the
regional HR dep. or the Corporate HR. The internal candidate shall go
through the same interview process as given above.
21
Selection Process
Selection of all candidates other than at entry level shall be based on personal
interviews. The candidates will be put through a psychometric test and a
written communication test before being interviewed by the interview panel
members.
During the interview at various levels, behavioral competencies
of the
candidates required for the job along with the function skills will be assessed
by the interviewers.
Process for issuing offer letter/appointment letter
For the selected candidates the compensation package shall be explained
including all the components in the package and an agreement arrived at.
For selected candidates at campus, an offer letter shall be issued on the day
of the selection.
Formal appointment letter shall be issued on the date of joining.
Panels decide the transfers to be done. That is Plant Head and concerned
department head form a panel and then they discuss the transfer to be given.
Promotion Policy
Promotion is the advancement of an employee to a higher post carrying
greater responsibilities, higher status and better salary.
If a person gives good performance and is also capable of doing more and
better job, then he is promoted to a higher position
In this way a competitive spirit is also developed and accordingly employees
try hard to achieve the standards.
They provide this to use an employees skills in a better way and where it is
needed and hence to give an opportunity for continuous service.
All the criterias are seen first and then based on that percentage are
Calculated.
Weightages given in KRA are taken as base and then based on that
employee is promoted.
Also necessary qualification and performance, potentialities, etc are seen.
Thus, then concerned authority does the rest of the work needed.
22
Two Registers are kept for Material inward and Material Out ward.
Noting the in and out time of all officers.
Administrative activities
Lakhani Filament has the following administration activities:Telephone, Electricity, Billing system, Food arrangement, working conditions
for all employees, Maintenance of all facilities
Transport:-No transport facility is provided to the employees of Lakhani
Filament Pvt. Ltd .instead they are given the conveyance.
Conveyance includes the amount given to the employees for their travel
expenses from home to the company.
Also they have administration of Security.
There are total six permanent security members. With no contract. And they
are responsible
for :-
House Keeping
Safety Functions.
23
Performance Appraisal
Performance Appraisal is the process of evaluating the performance and
qualifications of the employees in terms of the requirements of the job for
which he is employed, for purposes of administration including placement,
selection for promotions, providing financial rewards and other actions which
require differential treatment among the members of a group as distinguished
from actions affecting all members equally.
In Lakhani Filament Pvt.Ltd, Performance Appraisal is done on KRA. Various
aspects of an employee are seen such as ability of taking high responsibility,
good, performance, etc. They do 180 degree Appraisal. That is Appraiser and
Appraise both sits together and discusses the results, related to their
performance.
Lakhani Filament Pvt. Ltd does performance appraisal on yearly basis. That is
from April to March.
It is done by every departmental head.
This includes all the levels
Firstly the KRA is fixed.
Key Result Area (KRA):KRA means the standards to achieve by the rate is fixed and
communicated to the employees. After this the performance of the rate is
measured. This includes performance below the fixed standards and also the
performance above the limit specified.
Then the rating is fixed. Different rates are given to the employees according
to their performance.
The measured performance gives the results in the ratings.
Then after Plant Head and Vice President sits for the performance review with
the employee. Rates are given based on grades.
24
25
1.7FINANCE DEPARTMENT
STRUCTURE OF FINANCE DEPARTMENT
Department structure
MANAGING
DIRECTOR
FINANCE manager
(Mr. Gandhi )
A/CS EXECUTIVE
ACCOUNTANT
ACCOUNTANT
26
Element of cost
Material
Direct
Labour
Indirect
Other
Direct
Indirect
Indirect
Overheads
Productio
n or
Administr
ation
Selling
overhead
Distributio
n
27
Taxes
Type of Taxes:
Sales tax
Local sales tax
Central sales tax
Service tax
Income tax
Local tax
Wealth tax
Municipal tax
Accounting Method
Double entry book keeping system is followed. And the responsible person
makes the entries for the same.
28
Meeting
Lakhani filament conducts all the important meetings. AGM is also
conducted annually. There is a good system of meeting for the operators also.
In this type of meetings all the operators are informed about the position of the
company and dispatches done in the particular month. Also the new product
development plans are shared with them.
Computer Software
There is a main system working in the whole factory. This software is
known as Baan. This software includes the details of all the things. In finance
it is very helpful to see the prices of the different materials and according they
calculate the costs. Hence this system is very helpful to get the all other
information.
29
30
Product Profile
Basically Lakhani filament pvt. ltd. are manufacturing many
products. Its lines of business is:-
Line of business
Grey fabrics
Yarn as Industrial
raw materials
Sizing beam
Customer Profile
lakhani filaments pvt ltd. has mainly focused on the business market. As for
business markets Lakhani filaments pvt. ltd has different segments which are
as follows :
31
Segments
Repair
looms
Waterjet
Shuttle
looms
Dyeing
house
For crepe
machine
owner
For traders
TYPES OF MARKETING...
Mainly there are two types of marketing used are as following:
1. Direct Marketing.
2. Indirect Marketing.
Marketing
Direct
Marketing
Indirect
Marketing
32
1. Direct Marketing:Direct marketing mean the product are directly used to consumer. It
is the deal between Manufacturing and consumer. There is no
midget between this.
2. Indirect Marketing:Indirect Marketing mean the product are not directly used to consumer.
First, product is given to the dealer and then dealer are give consumer.
Here the dealer is between the manufacture and consumer. It is the deal
of Manufacture, Dealer or Agent and Consumer.
Promotional Activities
incentive
commission
In case of business markets, Lakhani filament always look out for any new
commercial complexes being build and they exhibit their products to the
persons building the complexes and in this way they inform the potential
customers about the. Lakhani filament yarn.
33
Competitors
The competitors of Lakhani filament pvt ltd. are:
(1) Raj rayon
(2) Devika (Main competitor)
(3) Vinit
(4) Rajesh filament
(5) kajariwala
34
35
1.9PURCHASE DEPARTMENT
Department Structure
Head - Materials
Engineer - Materials
Responsibilities
Engineer Materials:
Production Planning
Materials Planning
Purchase Procedure
First of all the Plant receives the indent from all over the branches. This
includes the ordered and the forecast number of the products.
According to the indent the ABP (Annual Business Plan) is prepared.
This indent includes both i.e. the products for Domestic and for Export
purpose also.
Accordingly the person prepares a Delivery Schedule. And also he prepares
the DRP (Daily Resources Planning).
The purchase person keeps the record of all the acceptable suppliers. They
first do the evaluation of all the suppliers.
36
Vendor rating is calculated every 3 months and the supplier is informed about
the rating.
Then the Purchase Order is given to the accepted supplier.
All purchase order contains adequate data to enable the supplier to provide
the correct quality and quantity of materials or service.
Purchase orders are reviewed and approved by the relevant authority before
release to supplier.
The incoming products are then identified and not processed until it has been
inspected and verified through test certificate in accordance with the
inspection layout.
Thus when the materials are properly inspected and verified, they are
approved by an OK sticker.
Then the materials are stored in the Stores
Supplier Selection
Engineer Materials shall maintain an approved suppliers list.
In case of new suppliers, it shall be approved based on information collected
and subsequent assessment. For the foreign suppliers the suppliers shall be
approved based on the product development inputs.
For the standard items, the items shall be purchased from any source. No
supplier assessment shall be carried out.
For the new supplier, the supplier evaluation form shall be given to the
supplier. Moreover, the personnel from QA / Material shall visit the supplier
and fill the supplier evaluation form.
The supplier who has scored above 60% during the assessment shall be
approved. Based on the assessment, the drawing / specification shall be
given to the new supplier for getting the sample.
During the sample inspection, if the component is rejected then the supplier
shall be informed about the rejection reason and the fresh sample shall be
asked.
37
After approval a pilot lot shall be obtained from the supplier by raising a
purchase order and on acceptance of it the supplier shall become the
approved supplier.
Supplier Rating
The supplier rating shall be computed for the following parameters :
Delivery
Price
Responsiveness
Documentation
Based on the above parameters, weight age shall be given out of 100
Quality at the incoming stage
20 marks
20 marks
20 marks
Delivery
10 marks
Price
10 marks
Responsiveness
10 marks
Documentation
10 marks
The supplier rating shall be computed every 3 months of the suppliers. And
the same shall be intimated to the supplier if the rating is below 50%
In case a rejection or failure is observed during production or in the field then
a negative marking of 5 shall be given to the each incident.
For the suppliers those who have scored less than 50% shall be given a
chance for 6 months to improve their performance. Till such time the material
may be purchased from such supplier.
The list of the approved suppliers shall be prepared and its copy would be
maintained by Quality Assurance & Materials.
38
39
40
Officer - Stores
Operator - Stores
Responsibilities
Officer - Stores:
Officer Stores reports to Head Stores and is responsible for
Receipt of material
Preparation of GRN
Issue of material to production
Control of rejected material
Dispatch of spare parts
Operator - Stores:
Operator Stores reports to Officer Stores and is responsible for
Unloading of material
Counting
Issue of material to production
Packing of spare parts
Storage & identification
Receiving Store
On receipt of the material the gate entry shall be made by the security and a
stamp shall be put at the backside of the challan and then a record would be
made in the inward register.
41
The material shall be unloaded in the stores and the number of packets would
be verified against the challan.
If the number of packets is found as per the challan then the challan would be
endorsed with receipt stamp and the copy would be given to the driver of the
vehicle. In case the material is found damaged the number of damaged
packets shall be written on the challan and the sign of the lorry driver shall be
taken on the challan.
Moreover, if the quantity of the material is not found according to the challan
then the same shall be informed to the supplier.
The Quality assurance Inspector shall carry out inward inspection and after
inspection of the receipt material GRN would be prepared and simultaneously
it would be entered in the BaaN computer system.
After acceptance three copies of GRN would be distributed to the respective
departments.
Copy 1 : To accounts ( Original )
Copy 2 : To supplier
Copy 3 : Retained in the stores
7.4 Issue
The production department shall prepare shop floor indent and hand it over to
the stores. The Stores Executive shall issue the materials against the indent.
For the bulk items, where the quantities cannot be split then in that case the
material shall be issued to the production based on the bulk issue slip.
The issue details shall be entered in the BaaN computer system.
42
While the finished goods are dispatched immediately as the products are
ready. According to the DRP the date is fixed and so dispatch is easy. It is
dispatched as per the specifications.
Hence as per the indent, materials are dispatched.
They follow a timely execution of order and dispatch. Also it is helpful to keep
a co-ordination with all the branches.
43
44
HEAD - QA
SR. EXECUTIVE- QA
INSPECTORINWARD
ENGINEER - QA
ENGINEER RELIABILITY
& AUDIT
INSPECTORINSPECTION
INSPECTORRELIABILITY &
AUDIT
Responsibilities
Executive Quality Assurance
Defect control
Site Visits
Inward inspection
Defect control
Engineer Reliability
Product Audit
45
Process Audit
Data analysis
Report preparation
Maintenance of drawing
Report preparation
Inward Inspection
On verification of the challan by the Incharge Stores, a GRN shall be
prepared and entry is made in the computer. Then the challan is handed over
to the Engineer QA for the purpose of inspection.
On receipt of the challan, Inspector checks the list of supplier whether the
components received are from low rating supplier or not. This is done
because if the supplier is from a low rating one then Inspector has to draw the
sample according to that sampling plan.
After carrying out inspection Inspector endorses the number of samples
inspected and the inspection results at the backside of the Chalan. If the item
is rejected then the Rejection Details shall be entered in the BaaN ERP
system. And supplier shall be informed about the details of the rejection.
The components are then send for testing to external agencies.
Based on the inspection findings the Engineer QA takes the decision of
acceptance or rejection. The decision of acceptance or rejection shall be
entered in the Baan system.
All accepted lot shall be shifted to the stores & rejected lot shall be identified
by REJECT tag.
46
In process Inspection
During production process, Engineer Quality assurance shall conduct
inspection according to the plan. If any abnormality is found then the same
shall be informed to the Production Engineer.
In case the inspection parameter is visual then the operator / Engineer Quality
assurance checks the piece visually by comparing with the limit sample.
Field Quality
quality Assurance department ensures that the complaints that come about
the product from the field shouldnt be received again by taking necessary
measures. Whenever the complaint is received it is first documented and
scrutinized by QA. QA then analyze the problem and suggest necessary
changes. Changes could be in critical component which may be
malfunctioning for
which vendors may be notified to take necessary action. It may be a
process defect for which manufacturing and production departments will
be notified.
47
48
Responsibilities
Executive- dispatch:
Dispatch of finished goods and spare parts
Co-ordination with branches
Dispatch planning
Co-ordination with transporter
Excise
Liaison with government official related to dispatch and excise.
Truck (99%)
Courier
Dispatch Procedure
Firstly the Executive-Dispatch discusses with respective production heads
and prepares the Dispatch Plan.
Based on Dispatch Plan, the materials are dispatched.
Based on DPM (Daily Production Memo) received from the Production
department, the truck is called.
After the receipt of product from the production the product is loaded in the
truck.
Sales-cum-invoice and other such invoices are prepared.
Dispatch details are also sent to the branch office by Mail.
Along with each invoice a Confirmation Memo is also send
49
50
DEFINITION OF SATISFACTION
Satisfaction is the level of a persons felt state resulting from
comparing a products performance in relation to the persons expectation.
51
(1)Complaints and suggestion system:A customer centered organization makes it easy for customer tools register
suggestions and complaints. Companies are also using websites and e-mail
for quick, two way communications.
(3)Ghost shopping:
Company can hire people to pose as potential buyers two report on
strong and weak points experienced in buying companys and competitors
products. A variant of this is for managers to please their own company with
question and complaints to see how this calls are handled.
(4)Lost customer analysis:Companies should have contact customers who have stopped
buying or also have switched to another supplier to know this happened. Not
only it is important to contact exit interview whencustomers first stop buying; it
is also necessary to monitor the customer loss rate.
PROBLEM IDENTIFICATION
The main outcome of the problem identification stage is to set the overall
purpose and objectives of the customer satisfaction and to determine the
likely data requirements
52
53
Research Methodology
Research
Marketing Research
Research Design
Sources of Data
Data Collection Methods
Research Measuring Instruments
Pilot Study
Sampling Plan
54
RESEARCH
Research is careful inquiry or examination to discover new information
and relationship and to expand and to vary existing knowledge
MARKETING RESEARCH
Marketing
research
is
one
of
the
best
instruments
to
identify
Exploratory
Descriptive
Causal
55
SOURCES OF DATA
Primary Data
1. Questionnaire,
2. Clients
Secondary Data
1. Different information collected by employee
Sample Survey
Census Survey
Personal Interview
Telephonic Interview
Mail Interview
After the research design has been selected next important steps is to collect
the data. It is very vital step since the accuracy if data collected is dependent
upon the data collection method. There are two basic types of data;
Primary Data
Secondary Data
PRIMARY DATA
Primary Data is collected by direct personal interview of customer to know
about the Satisfaction of consumer to subscribe the newspaper.
SECONDARY DATA
Secondary data collected from Books. And also collected from company
literature and Internet .
56
Dichotomous Questions
PILOT STUDY
A pilot survey was undertaken of about 20 in Surat city prior to start the main
survey. The pilot survey has taken from near sachin & udhana. The other
aspects of the study was whether they able to answer the questions or not.
Still another question answered by the study was whether the customers were
willing to provide the required informations without much hesitation. By, this
the shorting of the questionnaire are removed at initial stage.
SAMPLING PLAN
A part of a population, or a subset from a set of units, which is provided
by some process or other, the number of items to be included in the sample
i.e. the size of the sample, sample design is determined.
I determine the Sample size on the basis of pre-testing of 20 samples out of
200 population size.
57
Data has been very careful analysis and interpreted information is tabulate &
graphically presented so as to interpreartaion the level of customer
satisfaction level
. (1) state the satisfaction level with the pricing policy of a company
Option
Frequency
Per(%)
Highly satisfied 14
70
satisfied
20
Dissatisfied
10
Highly
20
100
dissatisfied
5
TOTAL
Neutral
58
As per the above graph we can conclude that most of the customers (70%) of
the company are satisfied. Company is serving best price as per its quality to
its customers. Only 10 % of the customers are dissatisfied with the pricing of
the company. There is less dissatisfaction to the customers..
Option
Frequency
Per(%)
Highly satisfied 15
75
satisfied
15
Dissatisfied
10
Highly
20
100
dissatisfied
5
TOTAL
Neutral
59
As per the above graph we can conclude that most of the customers (75%) of
the company are highly satisfied. Company delivers its goods in quantity
required by its customers on time. 90 % of the customers are satisfied with
the delivery of goods of the company. and 10% of the customer dissatisfied.
Option
Frequency
Per(%)
Highly satisfied 12
60
satisfied
25
Dissatisfied
10
Highly
20
100
dissatisfied
5
TOTAL
Neutral
60
As per the above graph we can conclude that most of the customers (60%) of
the company are highly satisfied. Company delivers its goods in quantity
required by its customers on time. 85% of the customers are satisfied with
the delivery of goods of the company. There is 15% dissatisfaction to the
customers.
Option
Frequency Per(%)
Highly satisfied
13
65
satisfied
20
Dissatisfied
15
Highly
dissatisfied
5
TOTAL
Neutral
20
100
61
As per the above graph, we can conclude that customers are not much
satisfied with the mode of the payment and its terms and conditions. But
about 85% are satisfied customers and 15% customer are dissatisfied to it.
Option
Frequency
Per(%)
Highly satisfied 10
50
satisfied
25
Dissatisfied
15
Highly
10
dissatisfied
5
TOTAL
Neutral
0
20
100
62
As per the above graph, we can conclude that the companys credit facility is
quite good. 75% of the customers are satisfied with the credit facility.. 25%
customers are dissatisfied with the credit facility of the company. There no
high dissatisfaction to the customers which is a good sign.
Option
Frequency
Per(%)
Highly satisfied 10
50
satisfied
20
Dissatisfied
20
Highly
20
100
dissatisfied
5
TOTAL
Neutral
63
As per the above graph we can say that only 70% of the customers are
satisfied with the employees or agents response. 30% of customers are
dissatisfied with the response of companys representatives. there is no high
dissatisfaction in the customers.
Option
Frequency
Per(%)
Yes
15
75
Some what
20
No
20
100
TOTAL
64
As per the above data we can conclude that awareness of customer care
policy of the company is 75% of customers are in satisfaction region. 20% of
the customers are some what.5% of the customers are dissatisfied with the
customer care policy.
Option
Frequency
Per(%)
Highly satisfied 12
60
satisfied
20
Dissatisfied
15
Highly
20
100
dissatisfied
5
TOTAL
Neutral
65
As per the above graph we can conclude that overall customer satisfaction of
the company is very good. Around 80% of the customers are satisfied with the
company. Only 20% of the customers of the yarn of the company are
dissatisfied. It is really a good data of customer satisfaction.
66
CHAPTER= 5 Findings
(1) Majority of the customer are satisfied towards pricing policies Lakhani
filament.
(2)Majority of the customer are satisfied towards credit polices of Lakhani
filament.
(3) Employee behavior is good towards customer.
(4) Most of the customer are satisfied with quality of yarn.
(5) Few customer are dissatisfied with the delivery timeing.
(6) It seems that majority of the respondents will like to purchase yarn from
like Lakhani filament.
67
CHAPTER =6 Conclusion
The topic of my study is customer satisfaction regarding Lakhani Filament
Yarn user in Surat City .The Study Concentrated on all levels of weaver .As a
one of the follower in yarn products, Lakhani filament pvt.ltd. having good
customer satisfaction. It has helped the organization to build good image in
the market which is very helpful to the organization. Overall most of the
customers are satisfied with the
companys activities.
There are some issues which is needed to be improved, company should try
to give attention on it to satisfy customers.
68
CHAPTER =7 Suggestions
(1)
(2)
69
CHAPTER-8
70
LITRATURE REVIEWD
1. Philip Kotler, Marketing management, New Delhi,
Prentice Hall of India private. Ltd, 2010 (13th Edition)
2. Research Methodology, TATA MC GROWHILL, New
Delhi (2010)
3. G.C. Berry , Marketing Research.
Websites:
(1) www.lakhani filament.com
(2) www.indiaindustries.com
Other resources:
1. Research Methodology CD
71
CHAPTER-9
72
satisfied
Dissatisfied
highly dissatisfied
Neutral
satisfied
Dissatisfied
highly dissatisfied
Neutral
satisfied
Dissatisfied
highly dissatisfied
Neutral
satisfied
Dissatisfied
highly dissatisfied
Neutral
satisfied
Dissatisfied
highly dissatisfied
Neutral
satisfied
Dissatisfied
highly dissatisfied
Neutral
No
some what
(8) Please state your overall satisfaction level.
highly satisfied
satisfied
Dissatisfied
highly dissatisfied
Neutral
74
75