Project Report

On
Name of the Project
By

Name of the Student (Register No :)

Submitted to the

DEPARTMENT OF COMMERCE
Under the guidance of

Guide Name with designation

Assistant Professor (O.G)/(Sr.G)/(Sl.G)/Associate Professor/ Professor,

Department of Commerce

Submitted in partial fulfillment of the

requirement for the award of the degree of

MASTER OF COMMERCE

SRM INSTITUTE OF SCIENCE AND TECHNOLOGY

Ramapuram, Chennai.

May 2021
 COLLEGE OF SCIENCE & HUMANITIES
Ramapuram, Chennai.

Department of Commerce
BONAFIDE CERTIFICATE

Certified that this project report titled “Title of the Project” is the bonafide work of Name of
the Student (Reg No: ) who carried out the Main project work done under my supervision.

Certified further, that to the best of my knowledge the work reported herein does not form
part of any other project report on the basis of which a degree or award was conferred on an earlier
occasion on this or any other candidate.

Signature of Internal Guide Signature of Head of the Department

Signature of External Examiner

 Abstract:
Satisfaction is crucial concern for both customers and organizations. Satisfaction is a
subjective concept and therefore difficult to determine. It depends on many factors and
varies from person to person and product to product. The importance of customer
satisfaction in strategy development for customers and market oriented cannot be
underdetermined. Now a day it has become very important factor for each and every
organization to enhance the level of customer satisfaction. The overall study reveals that it
was found that the customer is mostly satisfied with price, design, safety, mileage, interior
space, status brand name, comfort level of the organization.
 ACKNOWLEDGEMENT

I extend my sincere gratitude to the Chancellor Dr. T.R. PACHAMUTHU and to Chairman
Dr. R. SHIVAKUMAR of SRM Institute of Science and Technology, Rampuram and Trichy
campuses for providing me the opportunity to pursue the BCA degree at this University.

I express my sincere gratitude to Dr.C. SUNDAR, Principal, College of Science Humanities,

SRM IST, Ramapuram for his support and encouragement for the successful completion of the project.

I am thankful to Dr. J. DHILLIPAN, Vice Principal-Admin, College of Science

Humanities, SRM IST, Ramapuram, for his support and encouragement for the successful
completion of the project.

I am grateful to Dr. N. ASOKAN, Vice Principal- Academic, College of Science

Humanities, SRM IST, Ramapuram, for his provision and support for the successful
completion of the project.

I record my sincere thanks to Dr. A. JAYABAL, Professor and Head, Department of

Commerce, SRM IST, Ramapuram for his continuous support and keen interest to make this project a
successful one.

I find no word to express profound gratitude to my guide Guide Name, Qualification

and Designation, Department of Commerce, SRM IST Ramapuram.

I thank the almighty who has made this possible. Finally, I thank my beloved family member
and friend for their motivation, encouragement and cooperation in all aspect which led me to the
completion of this project.

Name of the Student

 TABLE OF CONTENTS

Chapter no. Particulars Page no.

1 INTRODUCTION

2 COMPANY PROFILE

3 * REVIEW OF LITERATURE

* RESEARCH METHODOLOGY

4 ANALYSIS AND INTERPRETATION OF

DATA

5
FINDINGS SUGGESTIONS

AND CONCLUSIONS

QUESTIONNAIRE

ANNEXURE
BIBLOGRAPHY
 LIST OF TABLES

TABLE NO PARTICULARS PAGE NO

4.1 SHOWING GENDER OF

THE RESPONDENTS
4.2 SHOWING AGE OF THE
RESPONDENTS
4.3

4.4

4.5

4.6

4.7

4.8

4.9

4.10
 LIST OF CHARTS

CHART NO PARTICULARS PAGE NO

4.1 SHOWING GENDER OF

THE RESPONDENTS
4.2 SHOWING AGE OF THE
RESPONDENTS
4.3

4.4

4.5

4.6

4.7

4.8

4.9

4.10
 CHAPTER-1

INTRODUCTION
 INTRODUCTION
Satisfaction is crucial concern for both customers and organisations. Satisfaction is a
subjective concept and therefore difficult to determine. It depends on many factors and
varies from person to person and product to product. The importance of customer
satisfaction in strategy development for customers and market oriented cannot be
underdetermined. Now a day it has become very important factor for each and every
organization to enhance the level of customer satisfaction. Customer satisfaction, a term is
used in marketing, it’s a measure how product and service supplied by the company meet
or surpass customer expectation. Customer satisfaction according to ISO 9000, users’
opinion about the degree to which it meets its requirements. Customer satisfaction is a
highly personal assessment. Customer satisfaction is a measure of post purchase
behaviour of the customers. If customer expectations meet with the perceived value of
goods and service then customer is satisfied but if the perceived value of goods and
service is less than the customer expectations than customer is dissatisfied and if the
perceived value exceeded the expected value of the goods and service than the customer
is delighted. In addition, customers generally want the best possible product or service for
a low cost. The perception of the best product or service at lowest price with safety effect
the industry and customer segment significantly. Thus, customer satisfaction is defined as
“The number of the customers or percentage of the total customers, whose reported an
experience with a firm, its product or its service exceeds specified satisfaction goods”.
Customer satisfaction is very important for any business whether its sale the product or
services because if the customer is satisfied then they make the repeat purchases and tell
other persons like their friends, neighbourhoods, family members etc. about their good
experience and satisfied customers tell five other people about their good experience.
 IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction is an important because a higher level of satisfaction can deliver

many satisfactions. Those satisfactions are as follows: Loyalty: A highly satisfied
customer is a loyal customer. Repeat purchases: A highly satisfied customers buy more
products.
 Referral: A highly satisfied customer tells their friends and family about the
product or service.
 Retention: A highly satisfied customer is less likely to switch brands.
 Reduced cost: A highly satisfied customer costs less to serve than a new
customer.
 Premium safety: A highly satisfied customer is willing to pay more for the
products or service.

What is Customer Satisfaction?

Business always starts and closes with customers and hence the customers must be treated
as the King of the market. All the business enhancements, profit, status, image etc of the
organization depends on customers. Hence it is important for all the organizations to meet
all the customers’ expectations and identify that they are satisfied customer.
Customer satisfaction is the measure of how the needs and responses are
collaborated and delivered to excel customer expectation. It can only be attained if the
customer has an overall good relationship with the supplier. In today’s competitive
business marketplace, customer satisfaction is an important performance exponent and
basic differentiator of business strategies. Hence, the more is customer satisfaction; more
is the business and the bonding with customer.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s

behaviour on customer’s expectation. It also depends on how efficiently it is managed
and how promptly services are provided. This satisfaction could be related to various
business aspects like marketing, product manufacturing, engineering, quality of products
and services, responses customer’s problems and queries, completion of project, post
delivery services, complaint management etc.
Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total of
all the process he goes through, right from communicating supplier before doing any
marketing to post delivery options and services and managing queries or complaints post-
delivery. During this process the customer comes across working environment of various
departments and the type of strategies involved in the organization. This helps the
customer to make strong opinion about the supplier which finally results in satisfaction or
dissatisfaction.
customer’s perception on supplier helps the customer choose among the supplier on basis
of money value and how well the delivered products suit all the requirements. The
supplier’s services never diminish after the delivery as customer seeks high values post
marketing services which could help them use and customize the delivered product more
efficiently. If he is satisfied with the post marketing services then there are good chances
for supplier to retain the customers to enhance repeated purchases and make good
business profits.

It is necessarily required for an organization to interact and communicate with

customers on a regular basis to increase customer satisfaction. In these interactions
and communications, it is required to learn and determine all individual customer needs
and respond accordingly. Even if the products are identical in competing markets,
satisfaction provides high retention rates. For example, shoppers and retailers are engaged
with frequent shopping and credit cards to gain customer satisfaction, many high-end
retailers also provide membership cards and discount benefits on those cards so that the
customer remain loyal to them.
Higher the satisfaction level, higher is the sentimental attachment of customers with the
specific brand of product and also with the supplier. This helps in making a strong and
healthy customer-supplier bonding. This bonding forces the customer to be tied up with
that particular supplier and chances of defection very less. Hence customer satisfaction is
very important panorama that every supplier should focus on to establish a renounced
position in the global market and enhance business and profit.

FOUR NEEDS OF CUSTOMER:

The four crucial things a customer need is: -
*Fair price
*Good service
*Good product
*Feel valued
PURPOSE

Customer satisfaction provides a leading indicator of consumer purchase intentions

and loyalty." "Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold:"
1. "Within organizations, the collection, analysis and dissemination of these data
send a message about the importance of tending to customers and ensuring that
they have a positive experience with the company’s goods and services."
2. "Although sales or market share can indicate how well a firm is performing
currently, satisfaction is perhaps the best indicator of how likely it is that the firm ‘s
customers will make further purchases in the future. Much research has focused on
the relationship between customer satisfaction and retention. Studies indicate that
the ramifications of satisfaction are most strongly realized at the extremes." On a
five-point scale, "individuals who rate their satisfaction level as '5' are likely to
become return customers and might even evangelize for the firm. "Individuals who
rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they
can hurt the firm by making negative comments about it to prospective customers.
Willingness to recommend is a key metric relating to customer satisfaction."
CUSTOMER SATISFACTION DIMENSIONS
One of the indicators of a company’s health, customer satisfaction, can be found through
market analysis. Satisfied customers usually lead to more sales and profit, making it a
strong indicator of company performance. Keke, Krishnan, and Srinivasan conducted as
study with focus groups and over 2500 responses from a questionnaire to discover what
factors customers drive their satisfaction for software products. They analysed the results
to develop seven dimensions of customer satisfaction for product software:
 Capability
 Usability
 Performance
 Reliability
 Install ability
 Maintainability
 Documentation

OBJECTIVES OF THE STUDY

1. To find out the customer ‘s satisfaction regarding the product in the market.
2. To make comparative study of the product and policies analyse the position of Jai
enterprises.
3. To find out the opinion of the customer & analyse the poison attributed by the Jai
enterprises.
4. To know consumer attitude towards jai enterprises
5. To find out the factors influencing consumers in purchasing Jai enterprises.

SCOPE OF THE STUDY:

Jai enterprise is located in Chennai. The scope of the study is to identify the consumer
behaviour towards Jai enterprise. It is aimed at enlightening the company about different
steps to be taken up to increase the share of Jai enterprise with regard other competitors
and also to make the company to provide better customer services. The scope of the study
is only confined to the area covered under Chennai and only confined in studying about
the consumer satisfaction towards Jai enterprise.
LIMITATIONS:
1. Time has been a major constraint throughout the study as it has been only for duration
of 2 months.
2. As this survey was restricted to Chennai this cannot be stated as in-depth research on
this subject.
3. Enough care is taken in formulating the questionnaire, still some errors may creep in.
4. The consumer behaviour varies according to different products.
5. Quality verses price was not taken into the consideration.
6. The project is based on the interview methodology by a stored questionnaire and the
personal skills of the person undertaking the project affect the results.
 CHAPTER -2

COMPANY PROFILE
 ABOUT JAI ENTERPRISES

JAI ENTERPRISES established in the year 1970. Our company is a partnership company.
The head office of our business is situated in Chennai, Tamil Nadu.

Enriched by our vast industrial experience, we have evolved into a leading supplier of
PVC compounds and granules. Our products are available in tailored and standard
formulations in a range of innovative colors for a variety of markets and applications.

 Automotive
 General Purpose/Industrial
 Specialty Blends
 Highly Regulated
 Building and Construction
 Wire and Cable and Electrical.

JAI ENTERPRISES strength is to formulate materials to exact customer specifications

with a focus on customers’ individual needs – their specific applications and processing
parameters. We meet customer demands for both small and large quantities - an asset that
sets us apart. JAI ENTERPRISES continues to grow and expand their reach, offering
thousands of flexible to semi-rigid vinyl specialty and general-purpose compounds.

TAILORED AND INNOVATIVE PVC COMPOUND

Jai enterprises are leading producers within the PVC compounds industry, and develop
composition-tailored PVC compounds and PVC granules to the needs of the customers
with a focus on sustainable innovative development.

MARKETS & APPLICATIONS

  Automotive Products 

Automotive Products Compounds have been developed for a variety of

applications including window partition seals, electrical grommets and insulators,
sunroof and door seals, exterior body trim and moulding, gear shifter knobs and
interior console covers.
 GENERAL PURPOSE/INDUSTRIAL

Jai enterprise offer a wide variety of vinyl compounds for general purpose and industrial
applications, with properties such as flame resistance, low temperature flexibility, fungus,
UV and chemical resistance, etc.

 SPECIALTY BLENDS
 Jai enterprise have the capability to create a wide range of specialty vinyl and PVC
blends for demanding applications. Examples of specialty blends include vinyl-
polyurethane, vinyl- rubber, high molecular weight vinyl technology, and vinyl-
CPE alloys.

 Building & Construction

Building & Construction Compounds have been developed for a variety of

applications including: weatherable co-extrusion grades for window lining, general
purpose grades for weather-strips and screen splines, and high-performance grades for
concrete water stops and dry wall accessories.

 Wire And Cable Products

Wire And Cable Products We’ve developed insulating and jacketing compounds for
many applications including flexible cord, appliance wire, automotive wire, booster cable,
speaker wire, welding cable and tray cable.

 ELECTRICAL PRODUCTS

Electrical Products Typical applications include injection molded cord sets, wire

harnesses, strain reliefs, grommets, battery terminal covers, molded cable assemblies and
electrical connectors.
 CHAPTER - 3

(A) REVIEW OF LITERATURE

&
(B) RESEARCH METHODOLOGY

(A) REVIEW OF LITERATURE:

A literature review is a body of text that aims to review the critical points of current
knowledge including substantive findings as well as theoretical and methodological
contributions to a particular topic.

1. Cardoza, R.N. (1965) “An Experimental Study of Customer Effort, Expectations

and Satisfactions”, Journal of Marketing Research 2,
2. Saxena, A. (2014) “A Comparative Study of Customer Satisfaction of CDMA
Mobile Services (With Special Reference to Reliance and Tata
Telecommunication)”; Ph.D. Research Work, BU Bhopal,
3. Gummesson, E. (1993), Quality Management in Service Organizations: An
Interpretation of the Service Quality Phenomenon and a Synthesis of International
Research, International Service Quality Association, Karlstad, Sweden.
4. Heskett, J.L., Sasser, W.E. and Hart, C.W.L. (1990), Breakthrough Service, The
Free Press, New York, NY.
5. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger,
L.A. (1994), “Putting the Service Profit Chain to Work”, Harvard Business
Review, March-April,
6. Reicheld, F.F. and Sasser, W.E. Jr (1990), “Zero Defections Comes to
Services”, Harvard Business Review, September-October, Page No. 107.
7. Zeithaml, V., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality
Service, The Free Press, New York, NY.
8. Roth, A. and van der Velde M. (1991), “Customer Perceived Quality Drives
Retail Banking in the 1990s”, Bank Management, November.
9. Yi, Y. (1990), “A Critical Review of Consumer Satisfaction”, in Zeithaml, V.
(Ed.), Review of Marketing, 1990, American Marketing Association, Chicago, IL,
10. Jacoby, J. and Kyner, D.B. (1973), “Brand loyalty vs. repeat purchasing
behaviour”, Journal of Marketing Research, February,
11. Fornier, S. (1994), A Consumer-based Relationship Framework for Strategic
Brand Management, published PhD dissertation, University of Florida.
12. Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010).
Marketing Metrics: The Definitive Guide to Measuring Marketing Performance.
Upper Saddle River, New Jersey: Pearson Education, Inc. ISBN 0-13-705829-2.
13.Cardozo's (1965) early study of customer effort, demands and satisfaction. In spite
of many try to measure and explain customer satisfaction, there still does not show to
be an accord regarding its explanation (Giese and Cote, 2000).
14.Customer satisfaction is typically outline as an old used estimate judgment
concerning a specific product or service (Gundersen, Heide and Olsson, 1996).
15.It is the answer of an estimate process that against pre purchase requirements with
perceptions of performance during and after the consuming know-how (Oliver,
1980).
16.Zeithaml (1987) defines perceived quality as “the consumer's judgment about an
entity's overall excellence or superiority".
17.Stevens and et al (1995) describe it as, "perceived service quality is a function of the
interaction among three independent variables: normative expectations, predictive
expectations, and actual service quality. The lower the expectations the consumers
have about what should happen, the better their perceptions of the actual service.
And the higher their expectations about what will happen, the better their perceptions
of the actual service".
18.Oliver (1981) gives the definition of satisfaction as," it is the highlighted
psychological state resulting when the emotion surrounding contradict expectations
is coupled with the consumer's prior feelings about the consumption experience"
 B) RESEARCH METHODOLOGY

The survey technique is intended to secure one or more items of

information from a sample of respondents who are representatives of a larger
group. The information is recorded on a form known as questionnaire. As data
are gathered by asking questions from persons who are believed to have desired
information, the method is known as questionnaire technique.

REASONS FOR WIDE USE OF THIS METHOD:

 It can secure both quantitative and qualitative information directly from

the respondents.
 It is the only method of directly measuring attitudes and motivations.
 It is quite flexible in terms of the types of data to be assembled, the
method of collection or the timing of research.

Meaning of Research

According to D. Shlesinger and M. Stephenson in the Encyclopaedia of

social sciences define research as “the manipulation of things, concepts or
symbols for the purpose of generalizing to extend, correct or verify knowledge,
whether that knowledge aids in construction of theory or in the practice of an
art”.

TYPES OF RESEARCH

1. Exploratory Research,
2. Descriptive Research.
Exploratory Research:

Exploratory research studies are also termed as formulate research

studies. The main purpose of such studies in that of formulating a problem for
more precise investigation or of developing the working hypothesis forms an
operational point of view.

Descriptive Research:

Diagnostic Research studies determine the frequency with something

occurs or its association with something else.

In this project, information pertaining to customer needs satisfaction and

their demographic profile was collected; hence it is descriptive research.

1) Primary data:

Meaning: Primary sources of data are the data which needs the
personal efforts of collect it and which are not readily available.

Primary source of data is the other type of source through which

the data was collected.

Following are few ways in the data was collected:

1. Questionnaires: It is the set of questions on a sheet of paper was being

given to the of fill it, bases on which the data was interpreted.

2. Direct interviewing: Direct interviewing involved the process where I

asked the questions directly to the customers and I got the feedback.
Secondary data:

Secondary sources are the other important sources through which the
data was collected.

These are the readily available sources of the data where one had need
not put much effort to collected, because it is already been collected and part in
an elderly manner by some researcher, experts and special.

The secondary sources helpful for the study were

1. Text books like marketing management research methodology

2. Advertisement and sales promotion etc.
3. Internet was made use for the collection of the data.
4. Business magazines were referred.

2) Sample size:

By using judgment random sampling technique 100 respondents are

selected for the purpose of the study.

3) Period of study:

The study is undertaken in the duration of 34 days.

4) Research approach:

The survey method was adopted for collected the primary data.
Survey research is systematic gathering of data from respondent through
questionnaire.
 5) Research instrument:

The data for this research study was collected by survey technic using
interview method guided by questionnaire.

6) Collection of Data:

Questionnaire and personal interviews are the methods that I have used for collecting the
data.
 CHAPTER - 4

DATA ANALYSIS AND INTERPRETATION

DATA ANALYSIS AND INTERPRETATION

It is an astonishing skill to discover the new things for a researcher

in his study. It calls for the researcher's own judgment and skill. Analysis means
a critical examination of the assembled and grouped data for studying the
characteristics of the object studying and for determining the patterns of
relationship among the variables relating to it.

PERCENTAGE ANALYSIS METHOD:

It is a special kind of ration. It is used in making comparison

between two or more series of data that are used to describe relationship.

Moreover % can also be used to compare the relative terms of the distribution

of two or more series of data.

Percentage analysis

Actual population
Simple Percentage = - -- x 100
Sample size
Table 4.1 shows the customer category distribution on the basis of gender
S. No Gender No. of Percentage
employees
1. Male 58 58
2. Female 42 42

Total 100 100

Chart 4.1showing the number of respondents based on gender

NO OF RESPONDENTS

42%
58%

58 42

INTERPRETATION:
The above table shows that 58% of the customers are belong to male
category and the rest 42% are belongs to female category.
Table 4.2 showing the age wise distribution of the customers

S. Age group No. of Percentage

No customers
1. 18-25 years 25 25

2. 26-35years 50 50

3. 36-45years 25 25

Total 100 100

Chart 4.2 showing the age wise distribution of the customers

No of respondents

25% 25%

50%

18-25 years 26-35 years 36-45 years

INTERPRETATION:
The above table shows that majority of the customers i.e., 25% are
attained the age 18-25years, 50% of the customers are attained the age 26-
35years and 25% of the customers are attained the age between 36-45years.

Table 4.3 showing the opinion of jai enterprises order processing

 OPINION HIGHLY SATISFIED MODE DISSATISF HIGHLY
SATISFIED RATE IED DISSATISF
IED
Adherence to 25 20 15 20 20
Delivery Dates
Flexibility of 20 30 10 25 15
Delivery Time
and Quantity
Handling of 41 18 14 15 12
Complaint
Packaging 40 19 14 15 12
Overall 37 29 21 5 8
Appraisal

Chart 4.3 showing the opinion of jai enterprises order processing

OPINION ON ORDER PROCESSING

45
40
35
30
25
20
15
10
5
0

HIGHLY SATISFIED SATISFIED MODERATE

DISSATISFIED HIGHLY DISSATISFIED

INTERPRETATION:
The above table shows that 25% of the customers are highly satisfied with the
adherence to delivery dates, 30% of the customers are satisfied with the
flexibility and delivery time, 41% of the customers are highly satisfied with the
handling complaint, 40% of the customers are highly satisfied with packing and
finally 37% of the customers are highly satisfied with overall appraisal.
Table 4.4 showing the opinion of jai enterprise customer service
 OPINION HIGHLY SATISFIE MODE DISSATISF HIGHLY
SATISFIED D RATE IED DISSATISF
IED
Customer 20 30 10 25 15
Support
Handling of 40 10 10 20 20
Complaint
Easy Processing 39 21 12 17 12
Staff‘s 35 24 14 15 12
Knowledge
Overall 40 32 18 2 8
Appraisal

Chart 4.4 showing the opinion of jai enterprise customer service

OPINION ON CUSTOMER SERVICE

Overall Appraisal 40 32 18 2 8
Staff‘s Knowledge 35 24 14 15 12
Easy Processing 39 21 12 17 12
Handling of Complaint 40 10 10 20 20
Customer Support 20 30 10 25 15
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

HIGHLY SATISFIED SATISFIED MODERATE

DISSATISFIED HIGHLY DISSATISFIED

INTERPRETATION:
The above table shows that 30% of the customers are satisfied with the
customer support , 40% of the customers are satisfied with the handling of
complaint, 39% of the customers are highly satisfied with the easy processing ,
35% of the customers are highly satisfied with staff’s knowledge and finally
40% of the customers are highly satisfied with overall appraisal.

Table 4.5 showing about the technical consulting service at Jai enterprises
 OPINION HIGHLY SATISFIED MODE DISSATISF HIGHLY
SATISFIED RATE IED DISSATISF
IED
Staff’s capacity 30 20 25 10 15
Variety of 10 40 20 10 20
solutions
Speed of 39 21 12 17 12
response
Technical 30 24 16 20 10
documentation

Chart 4.5 showing about the technical consulting service at Jai enterprises

OPINION ON TECHNICAL CONSULTING

SERVICE

120
15 20 12 10
100
10 17 20
10
80 25 12 16
20
60 21
20 24
40 40
30 39 30
20 10
0
Staff’s capacity Variety of solutions Speed of response Technical documentation

HIGHLY SATISFIED SATISFIED MODERATE

DISSATISFIED HIGHLY DISSATISFIED

INTERPRETATION:
The above table shows that 30% of the customers are satisfied with the staff
capacity , 40% of the customers are satisfied with the variety of solutions , 39%
of the customers are highly satisfied with the speed and response, 30% of the
customers are highly satisfied with the technical documentation.

Table 4.6 showing the Quality satisfactory

 OPINION HIGHLY SATISFIED MODER DISSATIS HIGHLY
SATISFIED ATE FIED DISSATISF
IED
Product Quality 40 10 10 25 15
Design and 50 10 20 10 10
Function
Economic Life- 40 20 10 15 15
time
Price / 30 20 10 24 16
Performance

Chart 4.6 showing the Quality satisfactory

OPINION ON QUALITY SATISFACTORY

HIGHLY SATISFIED SATISFIED MODERATE
DISSATISFIED HIGHLY DISSATISFIED

25 15 15 16
10 24
50 15
20 10
40 40 HIGHLY DISSATISFIED
10 20 10 30 20 10
DISSATISFIED
10 10
MODERATE
SATISFIED
HIGHLY SATISFIED
ity on e ce
al ti tim an
Qu nc -
ct Fu Li fe f or
m
du d i c er
o an /P
Pr gn om
s i c on ice
De E Pr

INTERPRETATION:

The above table shows that 40% of the customers are satisfied with the product
quality, 50% of the customers are satisfied with the design and function, 40% of
the customers are highly satisfied with the economic life-time, 30% of the
customers are highly satisfied with price/performance.

Table 4.7 showing the intention of the customers to use Jai enterprises
products in future.
 S. No OPINION No. of Customers Percentage
1. Yes 92 92%
2. No 8 8%

Total 100 100%

Chart 4.7 showing the intention of the customers to use Jai enterprises
products in future.

NO OF CUSTOMERS

8%

Yes
No

92%

INTERPRETATION:
The above table shows that 92% of the respondents said yes and the remaining
8% of the respondents said no.

Table 4.8 showing the customer’s preference to receive information

regarding the new [feature, releases and sales]
 S. No OPINION No. of Customers Percentage
1. Yes 88 88%
2. No 12 12%

Total 100 100%

Chart 4.8 showing the customer’s preference to receive information

regarding the new [feature, releases and sales]

No of respondents
100
90 88
80
70
60
50
40
30
20
10 12
0
Yes No

No of respondents

INTERPRETATION:
The above table shows that 88% of the respondents said yes and the remaining
12% of the respondents said no.

Table 4.9 showing how the customers judge the quotation processing
referring to features mentioned below.
OPINION HIGHLY SATISFIED MODER DISSATIS HIGHLY
 SATISFIE ATE FIED DISSATISF
D IED
Quick response to 60 10 10 15 5
Quotation and order
Confirmation
Quotation Details 55 15 10 20 10

Chart 4.9 showing how the customers judge the quotation processing
referring to features mentioned below.

HIGHLY SATISFIED

Quick response to Quotation and order Confirmation

Quotation Details

INTERPRETATION:
The above table shows that 60% of the respondents are highly satisfied with the
quick response to quotation and order confirmation, and 55% of the respondents
are highly satisfied with the quotation details.

Table 4.10 showing How well did the [product or service] meet your
expectations.

S. No OPINION No. of Customers Percentage

 1. Extremely 70 70%
well
2. Somewhat 15 15%
well
3. Neutral 10 10%
4. Not so well 3 3%
5. Not well at all 2 2%
Total 100 100%

Chart 4.10 showing How well did the [product or service] meet your
expectations.

NO OF RESPODENTS
NO OF RESPODENTS
80 70
70
60
50
40
30
20 15
10
10 3 2
0
Extremely Somewhat Neutral Not so well Not well at
well well all

INTERPRETATION:
The above tables shows that 70% of the respondents said extremely well,15%
of the respondents said somewhat well,10% of the respondents said neutral, 3%
of the respondents said not so well, 2% of the respondents said not well at all.
 CHAPTER 5

FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS
1. Majority 58% of the customers are belonged to male category.
2. Majority 50% of the customers are in the age group between 26-35 years.
3. The above figure shows that majority 41% of the customers are satisfied
in handling complaint in order processing.
4. The above figure shows that majority 40% of the customers are highly
satisfied with handling of customers, 40% of the customers are highly
satisfied for overappraisal in customer service provided in jai enterprise.
5. The above figure shows that majority 40% of the customers are satisfied
with the variety of solution in technical consulting service at Jai
enterprise.
6. The above figure shows that majority 50% of the customers are satisfied
with the design and functions in quality satisfactory at jai enterprise.
7. The above figure shows that majority 92% of the customers said yes by
showing the intention towards Jai enterprises products to use in future.
8. The above figure shows that majority 88% of the customer said yes by
showing their preference to receive information regarding the new
[feature, releases and sales]
9. The above figure shows that majority 60% of the customers are highly
satisfied with quick response to quotation and order confirmation.3
10.The above figure shows that majority 70% of the customers opinion was
extremely well for the product or service availed by Jai enterprise meet
the customers’ expectations.

Suggestions
 Company needs to maintain the same level services with related to price,
quality, quantity, availability etc.,

 The store staff should be trained adequately so as to “convince”

the Potential buyers, because his performance on jobs has great
impact on sale of a product.

 Company needs to expand customer network to increase the access of the

product to the customers.

 The company has to conduct the periodical meetings with

customers and take their valuable suggestions.

 The company may adopt policy of discounts cards and gifts to

customers while purchasing the products.

 Innovative efforts must be launched to improve the position

through better marketing strategies.

 If the company provide small incentives to the customers like competitors

are distributing the calendar. They may be a chance to show interest to
purchase the pvc compounds.

Conclusion
 The study concludes that Jai enterprises are upcoming brand and
customers are satisfied with quality of the Pvc compounds, discount rates
and delivery. But the respondents are not much satisfied with their sales
of service.

 A supplier should always keep on improving so as to achieve a greater

profitability. This can be achieved by knowing the market well, i.e.,
understanding exactly what the customer wants. By discovering what the
customer wants, the supplier can begin to understanding how his products
and services provide value for his customers.

 A simple tool is to take customer satisfaction surveys and analyse the

customer feedback. This gives the supplier an insight on where he lacks
in delivering his products or services and where is the scope of
improvement.
ANNEXURE
 ANNEXURE
TITLE: A STUDY ON CUSTOMER SATISFACTION IN JAI
ENTERPRISES CHENNAI.

NAME______________

DESIGNATION_____________

DEPARTMENT_____________

1. What are the customers category distribution on the basic of the gender?
 Male
 Female
2. Age?
 18-25 years
 26-35 years
 36-45 years

3. What is your opinion Jai enterprises order processing?

OPINION HIGHLY SATISFIED MODERA DISSATISF HIGHLY

SATISFIED TE IED DISSATISFI
ED
Adherence to     
Delivery Dates
Flexibility of     
Delivery Time and
Quantity
Handling of     
Complaint
Packaging     
Overall Appraisal     
 4. What is your opinion of Jai enterprises customer service?

OPINION HIGHLY SATISFIED MODERA DISSATISF HIGHLY

SATISFIED TE IED DISSATISFI
ED
Customer Support     
Handling of     
Complaint
Easy Processing     
Staff ‘s Knowledge     
Overall Appraisal     

5. What do you think about the technical consulting service at Jai

enterprises?
OPINION HIGHLY SATISFIED MODERA DISSATISF HIGHLY
SATISFIED TE IED DISSATISFI
ED
Staff’s capacity     
Variety of solutions     
Speed of response     
Technical     
documentation

6. Do you consider Jai enterprises Product Quality satisfactory?

OPINION HIGHLY SATISFIED MODERA DISSATISFI HIGHLY
SATISFIED TE ED DISSATISFI
ED
Product Quality     
Design and     
Function
Economic Life-     
time
Price / Performance     

7. Is it your intention that you would continue to use Jai enterprises in the
future?
 YES
 NO
 8. Would you like to receive information regarding our new [feature
releases/ sales]?
 YES
 NO

9. How would you judge the quotation processing referring to features

mentioned below?
OPINION HIGHLY SATISFIED MODERA DISSATISF HIGHLY
SATISFIED TE IED DISSATISFIE
D
Quick response to Quotation     
and order Confirmation
Quotation Details     

10. How well did our [product or service] meet your expectations?
 Extremely well
 Somewhat well
 Neutral
 Not so well
 Not well at all
 BIBLOGRAPHY

BOOKS:
 Mont, O. (2000). Product-Service Systems. Stockholm,
Swedish EPA, AFR-report 288: 83.

Marketing research (sixth edition)-naresh k. malkotra

Principles of Marketing management (Philip Kotler)
Marketing Research.

WEBSITES:
 www.google.com

 Fragebogen_E.indd (saelzer.com)

 H016725360.pdf (iosrjournals.org)

 What is a Customer Satisfaction Survey? | Pipefy