Godrej & Boyce Mfg.

Ltd is one of the largest privately held diversified industrial corporations in India
which deals in following businesses;-

 Appliances
 Interio
 Security
 Locks
 Prima

The project was titled as “Dealer satisfaction for services provided by Godrej & Boyce Mfg. Ltd”,
the objective for the project are:-

 To identify the various services offered by the company to the dealers.

 To know the view point of the company regarding the services provided by them to the dealers.
 To identify areas where the dealers are not satisfied by the company’s support services.
 To analyse the gap between the perception of the company and the perception of the dealers
based on the services offered.

To collect this data the questionnaire was filled by 20 dealers and of these 20 dealers 5 dealers from
each division i.e Appliances, Interio, Security, Locks and Prima were selected from Delhi & NCR region.

The dealers selected as a sample were those with whom the company fixed the prior appointment and
from whom godrej gets the major business.

Then the data collected was feed in the SPSS software and T-test was applied to draw inferences on
each of the parameter which are:

 Margin provided by the company.

 Advertisement done by the company.
 Credit policy of the company.
 After sales services provided by the company.
 WBDS system adopted by the company for order booking.

Each parameter was analysed by making statement on Likert’s Scale.

Most of the dealers were not satisfied with the margin and the credit policy of the company, the
delivery time was also not acceptable by the dealers. Company uses WBDS system for order booking
which is assumed to be very complex by the dealers for order booking.

But most of the dealers were satisfied by the after sales services offered by the company.