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Customer Satisfaction of Amul Products
Customer Satisfaction of Amul Products
INTRODUCTION
1.1 OVERVIEW : AMUL
Amul is the name of a dairy cooperative in India. Derived from the Sanskrit word "Amulya,"
Amul means invaluable.
Formed in 1946, it is a brand name managed by an Indian cooperative organisation, Gujarat Cooperative Milk Marketing Federation Ltd. (GCMMF), which today is jointly owned by 3.03
million milk producers in Gujarat, India.
Amul is based in Anand, Gujarat and has been a successful example of cooperative
organization. Amul spurred the White Revolution in India which in turn made India the largest
producer of milk and milk products in the world. It is also the world's largest vegetarian cheese
brand .
Amul is the largest food brand in India and world's largest pouched milk brand with an annual
turnover of US $2.2 billion (2010-11). Currently Unions making up GCMMF have 3.1 million
producer members with milk collection average of 9.10 million litres per day. Besides India,
Amul
has
entered
overseas
markets
such
as Mauritius, UAE, USA, Oman, Bangladesh, Australia, China, Singapore, Hong Kong and a
few South African countries. Its bid to enter Japanese market in 1994 did not succeed, but it
plans to venture again.
Dr Verghese Kurien, former chairman of the GCMMF, is recognized as a key person behind the
success of Amul. On 10 Aug 2006 Parthi Bhatol, chairman of the Banaskantha Union, was
elected chairman of GCMMF.
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MEMBERS:
12 district cooperative milk producers' Union
No. of Producer Members:
2.28 million
No. of Village Societies:
11,132
Total Milk handling capacity:
6.7 million litres per day
Milk collection (Total - 2002-03):
1.86 billion litres
Milk collection (Daily Average 2002-03):
5.08 million litres
Milk Drying Capacity:
510 metric Tons per day
Cattlefeed manufacturing Capacity:
1450 Mts per day
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SALES TURNOVER
2001-03
Rs (million)
US $ (in million)
11140
355
2003-04
13790
400
2004-05
15540
450
2005-06
18840
455
2006-07
22192
493
22185
493
2007-08
2008-09
22588
500
2009-10
23365
500
2010-11
27457
575
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CHAPTER - 2
Research Methodology
2.1 STATEMENT OF PROBLEMS
First Step in marketing research is clearly state the problem statement, which is stating
the management dilemma, its background, its consequences and the resulting management
question.
Past and presently every organization focus on the customers feedback, because
Customers feedback it is most important and easy way to increase business. After the get
feedback we know what the problem of our customer. On that basis we try to solve their problem
and increase business.
After the get feedback we know what is their problem? May be we know
customer Problem regarding price, Quality, Quantity, Packing Size, Freshness of product,
availability of product, Purchase place, Behavior of Dealer as well as retailer ,any complain etc.
and should try to this problem. And know what is customer actually wanted?
In my Research study my topic is CUSTOMER PREFERENCE OF AMUL DAIRY
PRODUCT.
2.4 OBJECTIVE &SCOPE OF THE STUDY
2.4.1 OBJECTIVES
Basic concept of measurement and selling
Once a research objective is finding and particular plan of action is chosen to solve the
problems that general plan set direction in the three major stages of gathering primary data.
Designing questionnaires and related instrument for data collection
Planning sampling techniques and size.
Determining field procedures for the field workers.
The tasks in designing and writing the data collection forms to be used, particularly the
data by questions rather than observation.
In non-probability sampling method do not provide every elements of the population any
known chance of being selected in the sample. In non-probability sampling method, the
convenience sampling is used in my marketing research survey for milk of Amul dairy. Under
convinces sampling the samples are selected at the convenience of the researcher investigation.
2.4.2 SCOPE
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search done on now customer evaluating the quality of competitive services institution can be
considered as an example of descriptive research. Generally descriptive research is carried out
only when the researcher understand be phenomena or opinions characteristics.
Descriptive study can be divided in to two broad categories cross sectional & longitudinal
of the two, the former types of study is more frequently used.
Cross classification has two methods to research.
1) Cross field
2) Survey
SOURCE OF DATA
There are two types of sources of gathering marketing information namely primary
sources and secondary sources.
Primary data:
The primary data are those, which are collected fresh and for the first time, and thus
happen to be original in character. Here I have collected the primary data through survey of
customer who use products of Amul through questionnaire.
Secondary data:
The secondary data are those which have already been collected by somewhere else and
which have already been passed through the statistical process.
RESEARCH APPROACH
Primary data can be collected in the ways observation, focus group research survey and
experimental research. In my marketing research survey I had collected primary data through
survey research.
Survey best suited for descriptive research and it is only concerned with getting practical
knowledge. I had undertaken survey to learn about peoples knowledge, beliefs, preference and
satisfaction of Amul, Sagar and Banas dairy products.
RESEARCH INSTRUMENT
Marketing research has choice of two main research instruments in collecting primary
data; questionnaire and mechanical devices. In my marketing research survey I have used a
questionnaire for collecting data.
A questionnaire consists of a set of questions presented to respondents for their answers.
The questionnaire is the most common instrument used to collect primary data. A questionnaire
consists of two types of questions close ended and open-ended questions. Close-ended questions
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refer to provide two or more possible alternatives to the respondent. And the open-ended
questions allow the respondents to answer in their own words. In my marketing research I have
used both types of questions in questionnaire.
SAMPLE SIZE AND AREA:
The survey was conducted in Jaipur city and the survey include 50 consumers as
respondents for making the reports.
CHAPTER 3
CONCEPTUAL DISCUSSION
3.1 INTERNATIONAL BUSINESS
AMUL stands out a star performer both in the domestic and international market.
With the perfect mix of technical know how and business acumen the company has
grown into a major of milk and Mmilk products producing company.
AMUL is Indias largest exporter of dairy products. It has been accorded a Trading
House status. It has received the APEDA Award from Government of India for
excellence in dairy product exports for the last 8 years.
AMUL has its market in almost 20 countries which include USA, Iraq, Kuwait,
Russia, Nepal, Qatar, Muscat, Singapore, Saudi Arabia, Sri Lanka, Bangladesh,
Gambia, Uganda, Madagaskar, Tanzania, U.A.E., Bahrain. Major export products of
AMUL are:
Consumer Packs
AMUL
PURE GHEE
AMUL
BUTTER
AMUL
SHRIKHAND
AMUL
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AMUL
BROWN BEVERAGE
AMULSPRAY
CHEESE
AMUL
MALAI PANEER
AMUL
FRESH CREAM
Bulk Packs
AMUL
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Location advantage: India is located amidst major milk deficit countries in Asia and
Africa. Major importers of milk and milk products are Bangladesh, China, Hong
Kong, Singapore, Thailand, Malaysia, Philippines, Japan, UAE, Oman and other gulf
countries, all located close to India.
Low Cost of Production: Milk production is scale insensitive and labor intensive.
Due to low labor cost, cost of production of milk is significantly lower in India.
CONCERNS IN EXPORT COMPETITIVENESS ARE :
Quality: Significant investment has to be made in milk procurement, equipments,
chilling and refrigeration facilities. Also, training has to be imparted to improve the
quality to bring it up to international standards.
Productivity: To have an exportable surplus in the long-term and also to maintain
cost competitiveness, it is imperative to improve productivity of Indian cattle.
There is a vast market for the export of traditional milk products such as ghee, paneer,
shrikhand, rasgolas and other ethnic sweets to the large number of Indians scattered
all over the world.
EXPORT NEWS:Amul to spread its taste to US, Europe
Popular Indian dairy brand, Amul, plans to take its products to overseas shores.
The Kaira District Cooperative Milk Producers Union Ltd, better known as Amul Dairy, will
target ethnic South Asians living abroad with manufacturing bases outside India. The country's
premier dairy cooperative, which was recently rated as the top Indian green brand by Green
Brands Global Survey, will initially produce ghee and paneer (cottage cheese) for the global
market.
Chairman Ramsinh Parmar said: There is great potential in Europe and US for Amul products.
"Plans are afoot to establish our own manufacturing facility in the US.
We shall shortly finalise steps to be taken in this direction to ensure quality for the dairy
products that are made available in these countries.
The Gujarat-based co-operative union will pick the exact location for the proposed facilities
within a month.
While California, Virginia and Wisconsin are considered to milk-rich states in the US, the
concentration of Indians is more in states such as New Jersey and New York.
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The group currently exports products to these markets, mainly under the Amul and Sagar brands.
Amul has found over the years that there is significant demand for its products amongst Indian
families in these markets and a local facility would enable better control over logistics and costs
and cut 45 days out of the shipping time.
The group plans to source white butter and raw milk from local cooperative dairies to cater to the
US market.
Amul is run by a co-operative representing 3 million farmers from the country's north-west and
sold $2.1 billion worth of ghee, milk and other dairy products last year, with 10 per cent of the
ghee production being exported.
Amul to hit big in export route:Ratna Bhushan, TNN Jun 30, 2011, 10.42pm IST
NEW DELHI: Spurred by the recent reduction in dairy subsidies by the European Commission
and stagnant milk output in the US and Europe, and aided by low-cost production in India, the
Gujarat Cooperative Milk Marketing Federation (GCMMF) has set itself its single biggest export
target ever.
It has projected doubling of exports in 2004-05 from last fiscal, amounting to Rs 90 crore.
"With the EU subsidy cut, low-cost imports from Europe and other markets will dip. This will
increase the Indian dairy sector's competitiveness globally," says RS Sodhi, GM, marketing,
GCMMF.
The subsidy cut will also help Indian exporters achieve higher realisations from the EU, and
subsequently better returns for farmers.
The reductions are primarily on butter oil, skimmed milk powder (SMP) and white butter.
Top on GCMMF's export list are SMP in bulk, UHT milk in tetrapaks, butter, cheese, ice-cream,
ghee (or clarified butter), paneer (cottage cheese) and desserts.
All these are being exported under the Amul umbrella brand. Bulk exports of SMP have the
highest growth potential.
Among branded products, Amul is pitching its UHT milk - branded Amul Long Life - upfront.
"We expect to sell Rs 20 crore of UHT milk in 1-litre tetrapaks in overseas markets this fiscal,"
says Sodhi.
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Branded consumer products are being targeted at NRIs. Last year,Amul initiated a potential foray
in Wal-Mart for some of its milkbased products.
In 2003-04, GCMMF's sales grew 5 per cent to Rs 2,882 crore, with dairy business growing 18
per cent despite the loss of its edible oils business.
Milk production in India - at 86 million tonnes, making it the largest milk producing country - is
growing at 4-5 per cent.
Output in the US, the second largest, is estimated at close to 72 million tonnes.
LIST OF PRODUCTS MARKETED
Breadspreads:
Amul Butter
Amul Lite Low Fat Breadspread
Amul Cooking Butter
Cheese Range:
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Pure Ghee:
Milk Powders:
Fresh Milk:
Curd Products:
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Amul Lassee
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The local branded cheese market is estimated to be 6,000 tonnes per annum, with an average
retail price of Rs 200/kg. The demand for cheese is projected to grow from about Rs 4.50bn in
2003-04 to Rs 6bn in 06-07 and to over Rs 11bn by 14-15.
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Advertising
An Amul butter ad on Pakistan's War fiasco. The image shows the "Amul baby" in
between George Fernandez and Atal Behari Vajpayee.
In 1966, Amul hired Sylvester daCunha, then managing director of the advertising agency ASto
design a new ad campaign for Amul Butter. daCunha designed an ad campaign as series of
hoardings with topical ads, relating to day-to-day issues. The campaign was widely popular and
earned a Guinness world record for the longest running ad campaign in the world. Since the
1980s, cartoon artist Bharat Dabholkar has been involved with sketching the Amul ads, who
rejected the trend of using celebrities in advertisement campaigns. Dabholkar credited chairman
Varghese Kurien with creating a free atmosphere that fostered the development of the ads.
Despite encountering political pressure on several occasions, daCunha's agency has made it a
policy of not backing down. Some of the more controversial Amul ads include one commenting
on Naxalite uprising in West Bengal, on the Indian Airlines employees strike, and the one
depicting the Amul butter girl wearing a Gandhi cap[
Amul hired DraftFCB+Ulka for the brands of Amul milk, chocolates, paneer, ghee, ice-cream.
CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
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NO. OF RESPONDENT
PERCENTAGE%
MILK
35
70%
BUTTER MILK
10
20%
GHEE
6%
SWEETS
4%
OTHER
INTERPRETATION:
According to my convenience method in Jaipur I selected 50 consumers of dairy product,
in this I found that nearly about 70% customers use milk, 20% customers use butter milk, 6%
customers use ghee, 4% customers use sweets ETC..
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No. of Res.
SELF USE
32
SELLING PURPOSE
11
INTERPRETATION:
From the above data collected graph it can be interpreted that 32% customers purchase
products for self use, 11% customers purchase for selling purpose and 7% customers purchase
for making a new product.
Place of Purchase
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No. of Res.
PERCENTAGE%
Amul dairy
12
24%
Dealer
12%
Retailer
32
64%
INTERPRETATION:
From the above data I conclude that nearly about 12% customers purchase the products
from dairy, 6% customers purchase from dealer and 32% customers purchase from retailer.
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NO. OF RESPONDENT
PERCENTAGE%
Yes
43
87%
No
07
13%
INTERPRETATION:
From the above graph I conclude that nearly about 43% customers get the products
within expected time, So they customers do not face the shortage problem of the product.
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No. of Res.
% of Res.
Yes
45
95%
No
05
5%
INTERPRETATION:
From the above data we can interpret that 95% customers get the product in desired
quantity so customers are satisfied with their own demand of dairy products.
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No. of Res.
% of Res.
Yes
40
60%
No
10
40%
INTERPRETATION:
From above graph we can interpret that customers are not much satisfied with the
packing of the product due to lack of good packaging material customers face the problems such
as leakage and spoiling of the dairy product.
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No. of Res.
% of Res.
Satisfied
35
75%
Medium
14
24%
Dissatified
01
1%
INTERPRETATION:
From the above graph about 75% of respondents opined that the quality of dairy products
is satisfied, 24% of respondent said that the quality of dairy products is medium and 1% of
respondent are somewhat dissatisfied.
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Products
Butter
Ghee
Cheese
Brands
Lebon
1%
2%
5%
Amul
45%
38%
42%
Britania
2%
8%
3%
Handmade
2%
12%
0%
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No. of Res.
% of Res.
Yes
44
94%
No
06
6%
INTERPRETATION:
From the above graph we can say that nearly about 94% customers are satisfied with the
weight/quantity of dairy products.. Dairy should continue with the same quantity as well as
quality.
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No. of Res.
% of Res.
Near
45
95%
Far away
05
5%
INTERPRETATION:
From the above graph we can interpret that the customers get the products easily, for
purchase of the product nearly about 95% customers get the products nearby their house. It
means dairy have enough retailers.
CHAPTER - 5
FINDING AND CONCLUSIONS
FINDINGS
After the completion of this research survey I found some problems which are helpful to
make some necessary decision which are beneficial for the dairy.
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Generally, I found that most of the customers used milk as a primary product.
Most of the customer use dairy product for self use only.
Mainly customer purchases the product from the retailer.
Customers are satisfied as they get the product within the expected time and in
desired quantity.
Mainly the customers are facing problem with packaging of the product from my
survey I found out that out of 50 nearly 5 customers were complaining about the
packaging of the product.
Customers are somewhat satisfied with the quality of dairy product. But nearby 25%
customers complain of bad quality of dairy product and especially of milk.
Customers are satisfied with the weight as well as quantity of dairy product.
Many retailers are available so customers do not face any problem and get the dairy
products easily.
I found that the behavior of dealer is good because 43 customers satisfied with their
behavior.
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CONCLUSION
AMUL will be an outstanding marketing organization, with specialization in
marketing of food and dairy products, both fresh and long life with customer focus and
information technology integration.
The network would consist of over 100 offices, 7500 stockists covering at least every taluka head
quarter town, servicing nearly 10 lakh outlets with a turnover of Rs.10,000 Crore, and serving
several co-operatives.
AMUL shall also create a market for its products in the neighboring countries.
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CHAPTER 6
SUGGESTIONS
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APPENDICES
CONSUMER QUESTIONNAIRE
CUSTOMER PROFILE
NAME:-________________________________________________AGE:-________
OCCUPATION:-_____________ EMAIL ID:- ______________________________
CONTACT NO:-_________________
MILK
BUTTER
MILK
GHEE
OTHER
SIZE
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A. Amul Dairy ( )
B. Dealer ( )
C. Retailer( )
B. No ( )
B. No ( )
B. Amul ( )
C.Britannia ( )
D. Other ( )
B. No ( )
B. Medium ( )
C. Dissatisfied ( )
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13). Are you satisfied with the weight/Quantity of Amul dairy Products?
A. Yes ( )
B. No ( )
14).Are you satisfied with the price of Amul dairy Products compare to the other
brand products?
A. Yes ( )
B. No ( )
B. Medium ( )
C. Dissatisfied ( )
B. No ( )
seller ( )
20). Do you expect to get any other Dairy product from Amul Dairy?
Name:-_________________________________________
Quality:-________________________________________
Quantity:-_______________________________________
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Date:-
Customers Sign.
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BIBLIOGRAPHY
Web Sites
Research From Company Web Site:
www.amul.com
www.yahoo.com
www. google.com
Books
Marketing Management
Research Methodology
Marketing Research
- Philip Kotler
- C.R. Kothari
- Boyd
Company Literature
Printed Literature obtained from Amul India.
AMUL Brochures
Magazines
Business Today
Business World
Economic India
Newspapers
Economic Times
Business Standards
Financial Express
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