A

SUMMER TRAINING PROJECT REPORT

ON

CUSTOMER SATISFACTION
PROJECT UNDERTAKEN AT

MAIHAR CEMENT SATNA (M.P.)

FOR THE AWARD OF

MASTER OF BUSINESS ADMINISTRATION
MBA (SEMESTER-III)

BY

MR. RAMCHANDRA PATEL

UNDER GUIDANCE OF
PROF. K. P. TRIPATHI

VINDHYA INSTITUTE OF MANAGEMENT & RESEARCH,

SATNA (M.P.)
2014- 2015
 VINDHYA INSTITUTE OF MANAGEMENT & RESEARCH
SATNA (M.P.)

GUIDE’S CERTIFICATE
This is to certify that MR. RAMCHANDRA PATEL has satisfactorily completed the

Summer Training Project work on “Customer Satisfaction with reference to Maihar

Cement” under my guidance for the partial fulfillment of MBA (Semester-III)

submitted to Awadhesh Pratap Singh University, Rewa during the academic year

2014-2015.

To best of my knowledge and belief the matter presented by him is original

work and not copied from any source. Also this report has not been submitted earlier

for the award of any Degree of Awadhesh Pratap Singh University, Rewa.

Place: Satna PROF. K. P. TRIPATHI

Date: / 01 / 2015 (Project Guide)

3
 VINDHYA INSTITUTE OF MANAGEMENT & RESEARCH
SATNA (M.P.)

DECLARATION

I undersigned, hereby declare that this Summer Training Project Report

entitled “Customer Satisfaction with reference to Maihar Cement” prescribed by

AWADHESH PRATAP SINGH UNIVERSITY, REWA during the academic year 2014-2015

under the guidance of PROF. K. P. TRIPATHI is my original work.

The matter presented in this report has not been copied from any source. I

understand that any such copying is liable to be punishable in any way the

university authorities deem to be fit. Also this report has not been submitted earlier

for the award of any Degree or Diploma of Awadhesh Pratap Singh University, Rewa

or any other University.

This work humbly submitted to Awadhesh Pratap Singh University for the

partial fulfillment of Master of Business Administration (Sem-III).

PLACE: SATNA MR. RAMCHANDRA

PATEL
DATE: / 01 / 2015

4
 VINDHYA INSTITUTE OF MANAGEMENT & RESEARCH
SATNA (M.P.)

ACKNOWLEDGEMENT

Whenever we are standing on most difficult step of the dream of our life, we
often remind about The Great God for His blessings & kind help and he always
helps us in tracking off the problems by some means in our lifetime. I feel great
pleasure to present this project entitled “Customer Satisfaction with reference to
Maihar Cement”.
I am grateful to those people who help me a lot in preparation of this project
report. It is their support and blessings, which has brought me to write this project
report. I have a deep sense of gratitude in my heart for them.
I would give sincere thanks to our faculty members Prof. Sankalp Shukla,
Prof. R.P.Singh, Prof. Prashant Mishra, Prof. Neeraj Saxena, Dr. Fahim Siddiqui, Prof.
Priti Dwivedi, Prof. Neelam Bajpai, Prof. Pooja Pandey who is been & will be source
of inspiration to us.
I am very thankful to my project guide Prof. K.P.Tripathi for his whole-
hearted support and affectionate encouragement without which my successful project
would not have been possible.
Finally, I am very grateful to Mighty God and inspiring parents whose loving
& caring support contributed a major share in completion of my task.

5
 Mr. Ramchandra Patel

TABLE OF CONTENTS

S.N. Contents Page No.

1 Introduction of Project 7-12

2 Company Profile 13-28

3 Review of Literature 29-31

4 Objectives 32-33

5 Research Methodology 34-36

6 Data Analysis & Interpretation 37-48

7 Findings & Suggestions 49-51

8 Limitations 52-53

9 Conclusion 54-55

10 References 56-57

Annexure
11 58-60
Questionnaire

6
 PREFACE

Cement is recognized as one major the building block for the development of nation and a
key contributor for infrastructure development.

Cement production commenced in India as early as 1914. Right from the beginning, this
industry faced severe competition from importer followed by price and distribution controls till
1982. The easing of control and the liberalization process put the cement industry in vibrant
growth path.

In this present cut-throat market competition and current recession in Indian economy, it
is quite pertinent to review the existing operating methodology in terms of financial activities. In
last few years Satna cement works & Maihar Vikas Cement kept the flag of Maihar Corp. Ltd.
Quite high & were showing a good performance in terms of sales & profit, but the large capacity
addition to this industry forced the management to rethink about the work culture & style of
functioning, so that the company may face the competition & not only retain there market share
but also show a consistent growth over previous year.

To take a holistic view on inflow of funds, we conducted a study which was based on
actual monitoring of cash management product provided by State Bank of India and monitoring
of deposits at depots located at different places like Allahabad, Kanpur, Patna & many others.
We are happy to present the report of the analysis which highlights the current status, problem,
prosperity & puts forth suggestion to improve the performance of the company.

7
CHAPTER-I

8
INTRODUCTION

CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with the products and
services provided by a business.

Customer satisfaction levels can be measured using survey techniques and questionnaires

DEFINITIONS:

Customer satisfaction is equivalent to making sure that product and service performance meets
customer expectations.

Customer satisfaction is the perception of the customer that the outcome of a business transaction
is equal to or greater than his/her expectation.

Customer satisfaction occurs when acquisition of products and/or services provides a minimum
negative departure from expectations when compared with other acquisitions.

Gaining high levels of customer satisfaction is very important to a business because

satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide
range of services offered by a business
There are many factors which lead in high levels of customer satisfaction including.
Products and services which are customer focused and hence provide high levels of value for
money.

What is clear about customer satisfaction is that customers are most likely to appreciate
the goods and services that they buy if they are made to feel special. This occurs when they feel

9
that the products and services that they buy have been specially produced for them or for people
like them.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly becoming a vital

business issue as organization realize the benefits of Customer Relationship Management (CRM)
for providing effective customer service. Professionals working within customer-focused
business or those running call centers or help desks, need to keep informed about the latest
customer satisfaction techniques for running a valuable customer service function. From small
customer service departments to large call centers, the importance of developing a valued
relationship with customers using CRM is essential to support customer and long-term business
growth.

What Do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to develop a
clear understanding of what exactly the customer wants. We need to know what our customers
expect from the products and services we provide.
Customer expectations have two types –
 Expressed
 Implied

Expressed Customer Expectations are those requirements that are written down n the contract
and agreed upon by both parties for example, product specifications and delivery requirements.
Supplier’s performance against these requirements is most of the items directly measurable.

Implied Customer Expectations are not written or spoken but are the ones the customer would
‘expect’ the supplier to meet nevertheless. For example, a customer would expect the service
representative who calls on him to be knowledgeable and competent to solve a problem on the
spot.

10
There are many reasons why customer expectations are likely to change overtime. Process
improvements, advent of new technology, changes in customer’s priorities, improved quality of
service provided by competitors are just a few examples.
The customer is always right. Supplier’s job is to provide the customer what he/she wants, when
he/she wants it. Customer satisfaction is customer’s perception that a supplier has met or
exceeded their expectations.

WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customer’s requirements fully

because these have to be met in any case. However failing short is certain to create dissatisfaction
Major Attributes of customer satisfaction in banking industry can be summarized as:

 Product quality
 Premium Outflow
 Return on Investment
 Services
 Responsiveness and ability to resolve complaints and reject reports.
 Overall communication, accessibility and attitude.

WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:
 Periodic contract reviews
 Market research
 Telephonic interviews
 Personal visits
 Warranty records
 Informal discussions
 Satisfaction surveys

11
 Depending upon the customer base and available resources, we can choose a method that is
most effective in measuring the customer’s perceptions. The purpose of the exercise is to identify
priorities for improvements. We must develop a method or combination of methods that helps to
continually improve service.

CUSTOMER SATISFACTION SURVEYS

Formal survey has emerged as by far the best method of periodically the customer
satisfaction. The survey are not marketing tools but an information—gaining tool. Enough
homework needs to be before embarking on the actual survey. This includes:

 Defining Objectives of the Survey

 Design Survey approach
 Develop questionnaires and forms
 Administer Survey (Email, Telephone or Post)
 Method of compiling data and analyzing the findings
 Format of the report to present the findings

There is no point in asking irrelevant questions on a customer satisfaction questionnaire. The

basic purpose is to find out what we are doing right or wrong. Where is the scope for
improvement, where do we stand vis-à-vis other suppliers. How we can serve the customer
better?

A customer satisfaction measurement survey should at least identify the following

objectives:
 Importance to customers (Customers priorities)
 Customer’s perception of supplier’s performance
 Your performance relative to customer’s priorities.
 Priorities for improvement

12
 Survey forms should be easy to fill out with minimum amount of time and efforts on
customer’s part. They should be designed to actively encourage the customer to complete the
questions. Yet they must provide accurate data should also be sufficiently reliable for
management decision making. This can be achieved by incorporating objective type questions
where customer has to “rate” on scale of say 1 to 10. For repeated surveys, you could provide the
rating that was previously accorded by the customer. This works like a reference point for the
customer.

Space should always be provided for the customers own opinions this enables them to
state any additional requirements or report any shortcomings that are not covered by the
objective questions.

Normally, we deal various personnel at various levels in the customer’s organization—

the buyer, user, receiving inspector, finance and purchase person etc. surveying a number of
respondents for each customer gives a complete perspective of customer satisfaction. It may be
necessary to device a different questionnaire for each of them.

Respondents must be provided a way to express the importance they attach to various
survey parameters. Respondents should be asked to give a weighting factor, again on a rating
scale of say, 1 to 10, for each requirement. This gives a better indication of relative importance of
each parameter towards overall customer satisfaction and makes it easier for suppliers to
prioritize their action plans by comparing the performance rating (scores) with importance rating
(weighing).

13
CHAPTER-II

14
 COMPANY PROFILE

Overview

Maihar Cement (Maihar gold gold Gold) is well-established brand in Bihar region, besides it has

market in Madhya Pradesh, Uttar Pradesh, Orissa and other parts of the Country. One of the

major section, which requires or purchases cement in bulk quantity are engineers, architect,

builders and contractors. This section or segment is known as the non-trader segment. And the

retailers, stockists, whole-sellers are known as trader segment.

The project was carried out in the organization of Maihar cement. There are five major market

players in cement industry of these areas. They are Jaypee, Maihar gold gold Gold, Ultratech,

ACC, and Maihar gold. Apart from these there are few local brands such as Maihar gold gold

Gold (M.P. Maihar gold gold group) in Madhya Pradesh which is selling in the market. The

information about the market was gathered by visiting retailers in the market. Interview of

retailers was taken depending upon there accessibility. Also opinion of engineers, contractors,

architects and builders (who posses knowledge regarding different brands available in the

market) has been taken. Survey was done for both trade and non-trade segment to get the right

picture about the market scenario. While doing the project attempt was made to collect maximum

information about the market. To get actual and correct information, it was not told retailers that

the survey is conducted by Maihar Cement for confidentiality reasons. Large numbers of retailers

were visited to get the actual picture of the market. Again, the retailers of each grade (according

to the performance) were visited, to get each and every detail about the market.

15
Century Textiles and Industries Ltd. was incorporated in 1897 as a Public Limited Company

with its Registered Office at Mumbai. Till 1951, the Company operated only one Cotton Textile

Mill in Mumbai. Thereafter, the Company has made rapid progress in expanding and diversifying

its activities and today it is a well diversified conglomerate. The details of activities presently

being carried on by the Company are as under:-

16
(I) Business Segment – Textiles

(a) Cotton Textiles, Yarn and Denim

The Company's Yarn Division situated at Satrati, near Indore, (Madhya Pradesh) is equipped

with 24960 spindles for manufacture of Yarn and produced about 4,541 tones of yarn during

2008-2009. The Denim Division of the Company situated at the same location i.e. Satrati, near

Indore, (Madhya Pradesh) can produce 21 million meters of denim fabrics per annum.

(b) Century Rayon - VFY, CSY & Rayon Tyre Yarn

In 1956, Company began its Rayon Division at Kalyan, near Mumbai to manufacture Viscose

Filament Rayon Yarn and today it is one of the largest producer of Viscose Filament Yarn (VFY)

in India. In 1963, it also commenced production of Viscose Tyre Yarn / Industrial Yarn followed

by production of Caustic Soda in 1964 and other chemicals.

(II) Business Segment – Century Pulp and Paper

Rayon and/or paper Grade Pulp and Writing & Printing Paper Unit with an installed capacity of

20,000 tones each per annum was established in the year 1984 at Lalkua near Nainital

(Uttarakhand). The Company presently is producing over 39,000 tones of Writing & Printing

Century Pulp & Paper– Paper (Wood based) and about 37,000 tones of Rayon and/or paper

Grade Pulp per annum.

(III) Business Segment - Cement

17
In 1974, the Company diversified into production of Cement by establishing its first cement plant

at Baikunth, near Raipur (Chhattisgarh) to produce 0.60 million Tones Per Annum (TPA) of

Portland cement. The present capacity is 2.10 million TPA.

In 1980, the Company established its second Portland cement plant at Maihar (Madhya Pradesh)

with a capacity of 0.80 million TPA. The present capacity is 1.80 million TPA. In 1985, the

Company established its third Portland cement plant at Gadchandur, Dist. Chandrapur

(Maharashtra) with a capacity of 1 million TPA. The present capacity is 1.90 million TPA.

In 1995-96, the Company's fourth Portland Cement Plant with a capacity of 1 million TPA

adjacent to the existing plant at Maihar started commercial production. The present capacity is

2.00 million TPA. Thus, the total present cement manufacturing capacity is 7.80 million TPA (of

all 4 plants).

Century Cement - Maihar Cement - Manikgarh Cement -

INDIAN CEMENT INDUSTRY

Cement is the preferred building material in India. It is used extensively in household and

industrial construction. Earlier, government sector used to consume over 50% of the total cement

sold in India, but in the last decade, its share has come down to 35%. Rural areas consume less

than 23% of the total cement. Availability of cheaper building materials for nonpermanent

structures affects the rural demand. The Indian Cement industry is the second largest cement

producer in the world. The industry has undergone rapid technological upgradation and vibrant

18
growth during the last two decades, and some of the plants can be compared in every respect

with the best operating plants in the world. Although the newer plants are equipped with the

latest state-of-the-art equipment, there exists substantial scope for reduction in energy

consumption in many of the older plants adopting various energy conservation measures. There

are around 11 different types of cement that are being produced in India. The production of all

these cement varieties is according to the specifications of the BIS (Bureau of Indian Standards).

Some of the various types of cement produced in India are:

Clinker Cement, Ordinary Portland Cement

Portland Blast Furnace Slag CementPortland Pozzolana Cement

Rapid Hardening Portland Cement,Oil Well Cement

Prop. Century Textiles and Industries limited

B.K. Maihar gold gold

Chairman

Century Textiles & Ind. Ltd.

19
Chairman’s Message

“I believe that the Fortunes of Century Textiles & Industries Limited rest solely on its continuing

ability to evolve and successfully implement new techniques and systems to anticipate future

trends and zero in on to them, to be in short, a company that is plugged into tomorrow..”

“Complete Customer Satisfaction and fulfilling the expectations of society is the key to

success of any business enterprise in Global Economy”.

The City of the Goddess and Music

Maihar’s fame emanates from the Sharda Devi Temple, located at a distance of about 6 km. from

the town. Thousands of pilgrims from all over the country , coverage at this temple, climb

hundreds of its steps and pass through the narrow passage leading to Devi’s idol for her audience

and blessings, admit and chanting of the mantras and changing of the bells.Maihar has also been

the auction centre of one of greatest

musicians of modern, “Late Ustad Allauddin khan” fondly remembered as Baba. “

20
Sarlanagar – the Cementing Community

Maihar Cement, A division of century Textiles & Industries ltd. Located at Sarlanagar Maihar-

dhanwahi road in Satna district of Madhya Pradesh on north—eastern slope of Rewa — Kymore

Range.

Its towering silos, silent chimneys, serpentine conveyor belts multistoried preheaters, concrete

roadways, provide avisual extra vaganza. A modern industrial temple carved out of what was

previously a sprawling, barren and bare rock – information.

21
Tradition

Maihar Cement is a division of Century Textiles & Industries Ltd., belonging to the BK Maihar

gold gold Group of Companies, a leading Business House with its presence in Core Industries

like Textiles, Rayons, Chemicals, Paper & Pulp and Cement, which has been at the vanguard in

generating wealth for the Nation.  Our heritage of being a part of this group carries with it a

commitment to quality. All our Products meet the most stringent and exacting standards of our

growing list of loyal customers who are engaged in building Modern India.

Technology

Our Group’s Core Value of Quality has built for us an invincible reputation and for this, the

finest technology was sourced from world renowned manufacturers and state-of-the art

equipment installed for energy efficient and pollution free large scale cement production. The

presence of superior technology is also evinced in our various quality initiatives which have

fetched for us the coveted ISO-9001, an International Certification for “Quality Management

System”. We have also got the ISO-140001 Certification for “Environmental Management

System” which amply reflects our commitment to the environment.

Trust

Our Customer is the focal point for all our endeavors and what we value most is their trust in us,

whether that be in the aspect of reliability of supply or in the aspect of quality assurance.  An

extensive distribution network and a retail chain of thousands of outlets stretching across the

length and breadth of regions, play a vital role in taking our cement units closer to the customer’s

doorsteps.  Further, our efficient and responsive technical staff excel in providing quick and

expert care so as to enable thousands of users to keep smiling and ever wanting our products.

22
 Plants of Century Textiles & Industries Limited:

MAIHAR CEMENT

CENTURY CEMENT

MANIKGARH CEMENT

Figures in Million

Units TPA

2009-10

Century Cement 2.1

Maihar Cement 4.2

Manikgarh Cement 1.9

Total 8.2

23
Maihar Cement is pioneer in producing Blended Cement i.e. Portland

Pozzolana Cement .  The motivation for the production of blended

cement has been primarily with the aim of preserving limestone reserves

and environment.

Advantages

 low Heat of hydration resulting in resistance to cracking.

 Resistance to corrosive water and chemical attacks and thereby longer life to

steel/iron structure underneath.

 High degree of impermeability and workability for the concrete mix.

 Higher ultimate strength at longer duration

 Higher degree of fineness, resulting in - Complete chemical reaction

 Easy workability

 Increased plasticity

 Reduced Alkali aggregate reaction  as also free lime expansion and thereby

resistance to cracking.

24
  Lower drying shrinkage and low leaching value.

Maihar Cement has been bestowed upon several awards both at the National as well as Regional

Levels. Some of the Important Awards won till date:

NATIONAL AWARD FOR ENERGY EFFICIENCY FROM   NCCBM

 Best Improvement in Energy Performance 1991-92

 Best Improvement in Thermal Energy Performance 1991-92

 Best Improvement in Electrical Energy Performance 2000-01 & 2003-04

 Best Improvement in Energy Performance in manufacture of Blended Cement 2003-04

  OTHER NATIONAL AWARD

 Abheraj Baldota Environment Award for 1995-1996 from FIMI

 National Safety Award for outstanding performance in Industrial Safety

 Lowest average frequency rate as runner up for the award year 1998

 Longest accident free period as runner up for the award year 2001

 Longest accident free period as runner up for the award year 2003

 Accident free year as runner up for the award year 2005

 Accident free year - Best for the performance year 2005

25
  National Energy Conservation Award for 2001 from Govt of India

 Social Awareness Award for 2002-03 from FIMI

FL SMIDTH AWARDS

 First Prize for lowest electrical energy consumption per tonne of cement & clinker

produced amongst modern plants using VRM Technology situated in Chhattisgarh &

Madhya Pradesh for the year from 1998-99 to 2005-06.

 First prize for the lowest electrical energy consumption per tonne of cement production

for the year 2006-2007 amongst modern cement plants using VRM technology situated in

the State of Madhya Pradesh and Chhatisgarh.

 First Prize for Minium Auxiliary Power Consumption with respect to Captive Thermal

Power Generation for the year 2005-06.

ISO CERTIFICATIONS

 IS/ISO 9002:1994

 IS/ISO 9001: 2000

MANAGEMENT

Maihar Cement is managed by board of directors comprising of: -

1. Shri B.K.Maihar gold gold

2. Shri Kumar Managalam Maihar gold gold

3. Shri P.K.Daga

4. Shri E.B.Desai.

5. Shri Arvindp C. Dalal

26
6. Shri Amal Ganguli.

7. Shri B.L. Jain (whole time director)

STRUCTURE

Unit 1

Shri Kamal Kishore President (co-ordination)

Shri R.S.Doshi Executive President (Finance)

Shri R.K. Vaishnavi Executive President (plant)

Shri P.M. Intodia Joint President (Marketing)

Shri Vijay Kumar Sr. Vice President (Process and Quality Control)

Shri Ajay Kumar Jain Vice President (Production)

Shri M.P. Joshi Vice President (Electrical)

Shri. O.P. Moondra Vice President (Instrumental)

Shri A.S. Thakkur Vice President (Store)

Shri P.K. Agrawal Vice President (Purchase)

Unit 2

Shri B.P.Jain President (Technical)

Shri V.K.Bhandari Executive President (Commercial)

Shri Rakesh Sharma Joint President (Personnel and Administration)

Shri S.K.Tiwari Sr Vice President (Mines)

Shri Arvind Kumar Jain Vice President (Mechanical)

KEY ACTIVITIES OF PERSONNEL DEPARTMENT

Recruitment and selection

27
Induction

Training and Development

Performance appraisal

Promotion

Administration of contract labour

Industrial relations

Event management

Canteen upkeep

Grievance handling

Transportation upkeep

Estate Management

Hospital administration

School/College management

Thrift / Co-operative society management

Yoga & Naturopathy centre administration

Guest house/ recreation centre management

Handling legal cases

Safety & security

28
Structural Chart of Personnel & Administration Department

Rakesh Sharma
Joint President (P&A)

H.P.Tiwari
(VP P&A Admin.)

G.K.Awasthi
Sr.Mgr.
(Finance).)

B.K.Dwivedi
Paras C. Jain
Dy Mgr.(Adm.)
Mgr. (Adm.)

B.L .Agrawal
Mgr.(Welf)
R.P.Tiwari
Mgr(Admn.)

O.P.Gautam
Mgr (Admn)

29
CHAPTER-III

30
 REVIEW OF LITERATURE

CONSUMER RESEARCH IN DIFFERENT DISCIPLINES

A considerable body of literature exists on consumption, consumer behaviour and consumer

decision making process.

Most of the consumer research focused on adopter categories, habits, attitudes and intentions
rather than on actually measuring the satisfaction level with the service.

CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence buying
behaviour.

The process can be depicted as follows:-

 Need recognition- realization of the difference between the desired and the current
situation that serves as a trigger for entire process.

 Search for information.

 Pre purchase alternative evaluation.

 Consumption(utilization of the procured option)

 Post purchase alternative re-evaluation.

 Divestment(disposal of the unconsumed product and it’s remnants)

WAYS FOR MAINTAINING RELATIONS WITH THE CUTOMERS ADOPTED BY

PNB

The ability of the banking industry to achieve the socio-economic objectives and in the process
bringing more and more customers into its fold will ultimately depend on the satisfaction of the

31
customers. We have a strong belief that a satisfied customer is the foremost factor in developing
our business.

A need was felt by us at Punjab & sindh bank that in order to become more customers friendly
the Bank should come out with Charter of its services for the customers. Citizens' Charter
concept was considered as a base instrument to fill this need and accordingly this document was
prepared. This document was made in consultation with the users and highlights our Bank's
commitments towards the customer satisfaction, thus ensuring accountability and responsibility
amongst its officials and staff. This Code for customers not only explains our commitment and
responsibilities along with the redressed methods but also specifies the obligation on the part of
customers for healthy practices in Customer-Banker relationships.

This is not a legal document creating rights and obligations. The Code has been prepared to
promote fair banking practices and to give information in respect of various activities relating to
customer service.

We wish to acknowledge the initiative taken by the Ministry of Finance, Government of India
and Ministry of Administrative Reforms and Public Grievances for encouraging us to bring out
this Code.

We maintain constant consultations with our clientele through various Seminars, Customer
Meets, etc. to evaluate improve and widen the range of service to customer. However, all our
customers are requested to keep us informed of their experiences about the various services
rendered by the Bank and feel free to comment on this Code. We intend to bring it out in many
Regional Languages in subsequent years.

COMMON PRACTICES FOLLOWED BY ICICI BRANCHES

 Display business hours.

 Render courteous services.
 Attend to all customers present in the banking hall at the close of business hours.
 Provide separate 'Enquiry' or 'May I help you' counter at large branches.
 Offer nomination facility to all deposit accounts (i.e. account opened in individual
capacity) and all safe deposit locker hirers (i.e. individual hirers).
 Display interest rates for various deposit schemes from time to time.
 Notify change in interest rates on advances.
 Provide details of various deposit schemes/services of the Bank.
 Issue Demand Drafts, Pay Orders, etc.
 Display Time-Norms for various banking transactions.
 Pay interest for delayed credit of outstation cheques, as advised by Reserve Bank of India
(RBI) from time to time.
 Accord immediate credit in respect of outstation and local cheques upto a specified limit
subject to certain conditions, as advised by RBI from time to time.
 Provide complaint/suggestion box in the branch premises.

32
 Display address of Regional/Zonal and Central Offices as well as Nodal Officer dealing
with customer grievances/complaints.               

CHAPTER-IV

33
 OBJECTIVES OF THE STUDY

 To have an insight into the attitudes and behaviors of customers.

 To find out the differences among perceived service and expected service.
 To produce an executive service report to upgrade service characteristics.
 To understand consumer’s preferences.
 To access the degree of satisfaction of the consumers

34
CHAPTER-V

35
Research Methodology
Research methodology is a systematic and scientific method to know the truth and reality behind
phenomena. Research methodology is the way to systematically solve the problem. When we talk
about research methodology we not only talk about the research method but we also consider the
logic behind methods we use in the context of our research study and explain why, we use a
particular method or technique and why we are not using other, so that research result are capable
of being evaluated either by the researcher himself or the others.

The aim of result is a process recording and analyzing the critical and relevant facts about
the problem in any branch of human activity. In this study descriptive type of research design has
been used.

Sample Designing

The research must decide the method of selecting a sample of what is properly known as the
sample design.

In any field in inquiry all the items under consideration constitute a universe or population. A
complete enumeration of all the items in the population is known as census inquiry. It can be
presumed that in such an inquiry when all the item are covered no element of change is left and
highest accuracy is obtained. But in practice this may not be true. Even the slightest element of
bias in such an inquiry will get large and larger as the no. of observation increase.

36
Sample method : Through Questionnaire.

Sampling Area : Maihar cement limited.

Sample Size : 50 Respondents.

Duration of study : A period of 6 weeks.

Research Method

Collection of data
The dealing with the real life problem it is often found that data collected at the
end are inadequate, and hence, it become necessary to collect the appropriate data, which differ
considerably in context of money cost, time and other resources of disposal of other research.

Primary data
The data that are the current nature of and are collected from the Dealers and
customers at the time of survey are called as primary data. These data are very important part of
data analysis and interpretation.

Secondary data
Data that are already available i.e. they refer to the data which he/she already being
collected and analyzed by someone else. It may either be published data or unpublished data.

Method of data presentation

Pie diagram are used for data presentation.

Sample size : 50

Method of sample analysis

37
 Percentage analysis is used for sample analysis.

CHAPTER-VI
DATA ANALYSIS & INTERPRETATION

38
 1. Customer response to Maihar Cement

INTERPRETATION

From the above survey I find that 2% customers give

excellent response to Birla cement, 32% gives good response to Birla
cement, 50% gives average response and 16% gives poor response to
Birla cement
This shows that Birla cement has got average response from
customers in the market.

39
 2. Reasons for buying a particular cement brand by
customers

INTERPRETATION

From the above survey I find that 14% customers buy a

particular cement brand due to its quality, 42% customers buy due to its
price, 30% customers buy due to its brand and 14% customers buy due to
other reasons.
This shows that while buying cement the customers give most
preference to price.

40
 3. Most preferred brand in Market

INTERPRETATION

From the above survey I find that 20% customers says that Prism
is most preferred brand in market, 28% says that birla , 22% customers
says that ACC is most preferred and 30% customers says that Jaypee is
most preferred brand in market.

This shows that jaypee is most preferred brand in

market.

41
 4. Customers’ satisfaction level with Maihar cement
distribution pattern

INTERPRETATION

From the above survey I find that 16% customers is

satisfied with distribution pattern of Birla cement, 58% is somewhat
satisfied, 23% customers cant say about anything, and 3% customers is
not satisfied with distribution pattern of Birla cement.

This shows that 58% customers are somewhat

satisfied with distribution pattern of Birla cement.

42
5. Time Taken for delivery of cement by Maihar

INTERPRETATION

From above survey I find that 30% dealers says that Birla
take 1 day for the delivery of cement, 50% dealers says that it take 2-3
days, 10% dealers says that it take 4-5 days, and 10% dealers says that
Birla take 6-7 days for the delivery of cement.

This shows that 50% dealers says that Birla take 2-3 days for
delivery of cement.

43
 6. Customers satisfaction level with Maihar Cement
distribution network

INTERPRETATION

From the above survey I find that 23% dealers are highly satisfied
with the distribution network of Birla cement, 55% are satisfied, 10% are
moderately satisfied and 12% dealers are not satisfied with the
distribution network of Birla cement.

This shows that 55% dealers are satisfied with the

distribution network of Birla cement.

44
7. Effectiveness of distribution network of the Brands

INTERPRETATION

From the above survey I find that 40% dealers says that Jaypee has
effective distribution network, 35% dealers says that Birla has effective
distributive network, 16 % says that ACC and 4% says that birla gold .

This shows that Jaypee has effective

distributive network

45
8. Customers preference of Brand image for buying cement

INTERPRETATION

From the above survey I find that 51% customers gives

preference to brand image while buying cement, 38% customers gives
somewhat preference to brand image, 9% customers cant say anything
and 2% customers does not give preference to brand image while buying
cement.

46
 This shows that 51% customers give importance to brand image while
buying cement.
9. Customers preferences for buying cement based on its
readily availability

INTERPRETATION

From the above survey I find that 49% customers gives

preference to readily availability of the cement while buying cement,
37% customers gives somewhat preference, 6% customers cant say
anything and 8% customers gives no importance to readily availability of
the cement.
This shows that 49% customers gives preference to readily
availability of the cement while buying.

47
10.Customers preference for a cement based on timely
delivery and After sales service

INTERPRETATION

From above survey I find that 50% customers gives preference to timely
delivery and after sales service of the brand, 32% customers gives
somewhat preference, 6% customers cant say anything and 12%
customers gives no importance to timely delivery and after sales service
of the brand.

This shows that 50% customers give preference to

timely delivery and after sales service of the brand,

48
11. Customer preference for buying a cement due to its
Advertisement

INTERPRETATION

From the above survey I find that 19% customers give

preference to advertisement while buying cement, 44% customers gives
somewhat preference to advertisement, 28% customers cant say anything
and 10% customers gives no importance to advertisement.

This shows that 44% customers give somewhat preference to

advertisement while buying cement.

49
 CHAPTER-VII
FINDINGS & SUGGESTIONS

50
 FINDINGS

It has been found that:

1. Maihar cement has got a very good reputation and brand name in market.

2. The quality of Maihar cement is very much appreciated.

3. The distribution network of company is very effective but a few problems

exist.

4. Its promotional activities and advertisement are below par as compare to

other cement manufacturer in market.

5. Maihar cement does not provide any extra financial or non financial perks
and benefits to its dealer, distributors and retailers like other companies.

6. There is a lack of interaction and communication gap between the company

and its dealers and distributors.

7. The company is also facing transportation problem from road route due to
lack of vehicles hindering its distribution network.

8. The company does not have sufficient dumps and godowns at all the places
causing lack of supply and timely delivery of cement.

9. The company is facing problem in entering new market and also

Facing problem in price instability.

51
 SUGGESTION

1. Maihar cement should try to improve its sales promotion activities to

boost its sales.
2. The company should emphasis much more on advertisements to
capture new market.
3. It should try to improve its distribution network through road by
adding more   to its fleet.
4. The company should try to bind dealers and distributors by providing
them with extra financial and non financial perks.
5. It should try to bind with its dealers and distributors by increasing
more and more interaction with them.
6. The company should attract customers by providing them with offers,
gifts, technical support and services.
7. The company should come up with more dumps and godowns in order
to meet the demand of market easily on time.
8. The company should also try to stabilize its price to help dealers,
distributors and customers as well.

52
CHAPTER-VIII
LIMITATIONS

53
 LIMITATIONS

Though the research was administered with dedication but there may be some error
that is practically unavoidable.

1. The sample size was small as compare to whole population so some error
might be possible.

2. There is a chance of respondent being biased in term of service Provider

characteristics.

3. Convenient sampling was used as mode of conducting the research.

4. Report completed within a limited time.

5. We have limited resources.

6. Confidential data’s are not shown.

54
CHAPTER-IX

55
 Conclusion

Customer satisfaction occurs when acquisition of products and/or services provides a minimum
negative departure from expectations when compared with other acquisitions. Gaining high
levels of customer satisfaction is very important to a business because satisfaction customers are
most likely to be loyal and to make repeat orders and to use a wide range of services offered by a
business.

There are many factors which lead in high levels of customer satisfaction including. Products and
services which are customer focused and hence provide high levels of value for money. What is
clear about customer satisfaction is that customers are most likely to appreciate the goods and
services that they buy if they are made to feel special. This occurs when they feel that the
products and services that they buy have been specially produced for them or for people like
them.

56
CHAPTER-X
REFERENCES

57
REFERENCES:-

BOOKS

Research Methodology : C.S.R. Kothari

Principles of Marketing : Philip Kotler, Prentice Hall of India

Fundamentals of Marketing : William J. Stanton, Mc Graw Hill, New Delhi

Maihar corporations records, brochures and manuals.

Websites:-

1) www.scribd.com
2) Slideshare.com
3) Wikepedia.com
4) www.Maiharcement.com

58
CHAPTER-XI
ANNEXURE

59
QUESTIONNAIRE:
Dealer name:-………………………………………………………
Address:-……………………………………………………………
Contact no:-…………………………………………………………

1. What is the response of customers about Maihar cement?

(a) EXCELLENT (b) GOOD (c) AVERAGE (d)POOR

2. While buying cement what does the customer gives more preference
to?
(a) QUALITY (b) PRICE (c) BRAND (d) OTHER

3. Which brand of cement is preferred most by customers?

(a) JAYPEE (b) MAIHAR (c) MAIHAR GOLD (d) ACC

4. Are customers satisfied with the distribution pattern of Maihar

cement?

(a) YES (b) SOME WHAT (c) CANT SAY (d) NO

5. How much time does the delivery of Maihar cement takes after
placing the order?

60
 (a) 1 DAY (b) 2-3 DAYS (c) 4-5 DAYS (d) MORE THAN 5
DAYS

6. Are customers satisfied with the distribution network of Maihar

cement?

(a) HIGHLY SATISFIED (b) SATISFIED (c) MODERATELY

(d) DISSATISFIED

7. Which of the following brand has the most effective distribution

network?
(a) MAIHAR (b) PRISM (c) ACC (b) JAYPEE

8. Do customers consider brand image as a preference to buy cement?

(a) YES (b)SOME WHAT (c) CANT SAY (d) NO

9. Does customer consider readily availability as a preference to buy

cement?

(a) YES (b)SOME WHAT (c) CANT SAY (d) NO

10. Do customer consider on time delivery and after sales services from
the company as a preference to buy any cement?

(a) YES (b)SOME WHAT (c) CANT SAY (d) NO

11. Does customer give preference to advertisement for buying

cement?
(a) YES (b)SOME WHAT (c) CANT SAY (d) NO

12. Rank Maihar cement on the basis of the following

(a) EXCELLENT (b) GOOD (c) AVERAGE (d) POOR

61