Statement of the Problem

The objective of every company would be ensuring customer satisfaction for the customer satisfaction
would create loyal customers. Measuring customer satisfaction is always a challenge, as customer either
would not disclose or sometimes do not assess their satisfaction level clearly. Many times the customer
can not specify the reasons for his satisfaction.

Objective of the Study

The following are the objectives of the study to solve the problem.

 To identify customer interest in buying SK BIKESs.

 To find service rendered by the company.
 To know price impact on product purchase.
 To find word of mouth impact on product purchase.

SCOPE OF THE STUDY

The scope of the study is to find out the customer satisfaction with reference to SK BIKESs. The study
covers the different aspects of customer satisfaction.

This has been conducted in Delhi Zone. Data have been collected from customer by a personal
interview. The researcher took 3 weeks to study the entire customers’ perception.

LIMITATION OF THE STUDY:

1. The study confined to the Delhi Zone.

2. The time spent was limited due to which the exhaustive study could not be conducted.
3. Quality of information is based on the degree of brand awareness among customer

Methodlogy

The study covers the different aspects of customer satisfaction. Questionnaire Design is prepared for the
survey which has conducted in Delhi Zone. Data have been collected from customer by a personal
interview. The researcher took 3 weeks to study the entire customers’ perception.
Explanation of the method
Questionnaire Design is prepared on the basis of the following parameters.

 Customers satisfaction
 Customer Awareness

Company Name

Ashish SK BIKESs Pvt Ltd

Company Profile

ASHISH SK BIKESS is empowered with outstanding manufacturing facilities at Noida ( Phase –II) (UP) with
installed production capacity to process over 1250 MT per month. The units are equipped with latest
innovative technologies and a strong team of highly motivated professionals and technically proficient
workers to produce an unbeatable line of SK BIKESs and fittings. Ashish SK BIKESs believe in a sustained
process of innovation and diversification of their products. The company employees ultra modern
machines in its process to ensure smooth and flawless production. Ashish SK BIKESs maintain large
inventories to ensure uninterrupted and constant supply of products in the market. Ashish SK BIKESs
ever-growing products basket includes PVC SK BIKESs and fittings, PVC casing SK BIKESs, PVC Conduit SK
BIKESs. SWR SK BIKESs and many more products are on the threshold of production and launch.

No of Respondents

100

Location of Study

Delhi

Method you will use to classify data

Primary Data

The Primary Data is collected through questionnaire survey to customers.

Secondary Data
Information is gathered from company profile, website and book Consumer Behaviour author by Loudon
and Della Betta

Method you will use to present the data

Graph and Tables

References
Books

Principles of Marketing - Philip Kotler / Gary Armstrong

Marketing management - V.S. Ramaswamy & Namakumari 1998

Research methodology - C.R.Kothari

Marketing Research - G. C. Beri

Questionnaire

Questionnaire for Measuring Customer Satisfaction

===============================================================

Name:

Age: Qualification:

Extant Land: Type of Crop:

Average Income: Motor HP:

Water Source: Rain/Bore/Well/Tank/Canal

===============================================================

1. What are the brands you are aware mostly

a) Ashish b) Prakash c) Vijay d) Nalandha e) Star f)Apollo [ ]

2. Are you aware of Ashish SK BIKESs?

a) Yes b) No [ ]

3. How did you get to know about the brand Ashish SK BIKESs?

a) Print media b) television c) friends / relatives d) dealers [ ]

4. Which company products do you prefer to use?

a) Ashish b) Prakash c) Vijay d) Nalandha e) Star f)Apollo [ ]

5. Ashish is best SK BIKES company

a) Strongly agree b) Agree c) Not decide d) Disagree e) strongly disagree [ ]

6. I am inspired to buy the Ashish SK BIKESs by

a) Friends b) Relatives c) Neighbors d) Advertisements [ ]

7. Are you a regular customer to Ashish Company or Dealers?

a) Yes b) No [ ]

8. You are interested to buy the SK BIKESs from

a) Company b) Dealers c) Brokers d) Friends e) Showroom [ ]

9. Ashish company mainly concentrates on agricultural sector

a) Strongly agree b) Agree c) Not decide d) Disagrees e) strongly disagree [ ]

10. What do you expect from a SK BIKES company?

a) Quality b) weightless c) length d) colour [ ]

11. Are you the customer of the Ashish Company?

a) Yes b) No [ ]

12.I am the customer of the Ashish Company since

a) Less than 6 months b) 6 to 12 Months

c)1 to 2 years d) More than 2 years [ ]

13.I share the information with my friends and relatives

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [ ]

14. Company concentrates on rural market more than urban market

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [ ]

15. Ashish Company provides better services than other company

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [ ]

16. I think Ashish Company has highest market share in south India

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [ ]

17. Do you think Ashish SK BIKES uses chemicals in it problem which will effect drinking water.

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [ ]

18. You are using the SK BIKES for the purpose of

a) Drinking water b) Water flow c) Power wiring d) Others [ ]

19. Do you have the supply centre with in 5 Km?

a) Yes b) No [ ]

20. The good word of mouth is more important for company

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [ ]

21. Can the company expect you to create good word of mouth?
a) Yes b) No [ ]

22. I think Ashish SK BIKES prices are low price

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [ ]

23. Do you invite the company to produce other agricultural products?

a) Yes b) No [ ]

24. If agreed the credit facility should be at least to

a) 1week b) 2weeks c) 1month d) 2months e) 2months [ ]

25. Do you expect the Ashish SK BIKES market will spread all over India?

a) Yes b) No [ ]