Customer Satisfaction Project

this project is related to summer internship mainly on the topic of customer satisfaction

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A
PROJECT REPORT
ON
“A STUDY ON ANALYSIS OF CUSTOMER SATISFACTION WITH
RESPECT TO KOHINOOR MECHANICAL ELECTRICAL &
ENGINEERING WORKS ”

AT
“KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING
WORKS”

MUMBAI
BY
MAAZ AHMAD KHAN
(BATCH 2014-2016)

UNDER THE GUIDANCE OF
PROF. MANGESH ASAWALIKAR

SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD OF THE DEGREE OF MASTER OF BUSINESS
ADMINISTRATION (MBA)

AT
DR. D. Y. PRATISHTHAN’S
PADMASHREE DR. D. Y. PATIL INSTITUTE OF MANAGEMENT
STUDIES,
AKURDI, PUNE-411044

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DECLARATION

I, the undersigned, hereby declare that the Project Report entitled “A Study on Analysis of
Customer Satisfaction with respect to Kohinoor Mechanical Electrical & Engineering
Works” written and submitted by me to the Savitribai Phule Pune University, in partial
fulfilment of the requirement for the award of degree of Masters in Business Administration
under the guidance of Mr. Mohd. Saif Shaikh is my original work and the conclusions
drawn therein are based on the material collected by myself.






Place:
Date:
Maaz Ahmad Khan

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ACKNOWLEDGEMENT

I have taken efforts in this project. However, it would not have been possible without the kind
support and help of many individuals and organization. I would like to extend my sincere
thanks to all of them.
I am highly indebted to Mr. Mohd. Saif Shaikh for his guidance and constant supervision as
well as for providing necessary information regarding the project and also for his support in
completing the project.
I would like to express my gratitude towards management and employees of Kohinoor Mech.
Elect. & Engineering Works for their kind co-operation and encouragement which helped me
in completion of this project.
I would like to express my special gratitude and thanks to Mr. Zaid Azmi for giving me such
attention and time.
I would also like to express my special gratitude and sincere thanks to the Director DYPIMS
for giving me an opportunity to discover more knowledge.
I would also like to express my special gratitude and thanks to my internal guide
Prof. Mangesh Asawalikar for giving me such attention, advice, suggestions and his perfect
guidance.






Maaz Ahmad Khan
MBA (Marketing)

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INDEX

SR NO. TOPIC PAGE NO.
1 INTRODUCTION TO THE PROJECT 1
1.1 OBJECTIVE AND SCOPE OF THE PROJECT 1
1.2 LOCATION AND DURATION 2
2 THEORETICAL BACKGROUND 3-12
3 COMPANY PROFILE 13-20
4 RESEARCH METHODOLOGY 21-27
5 DATA ANALYSIS AND INTERPRETATION 28-42
6 FINDINGS 43
7 SUGGESTIONS 44
8 CONCLUSION 45
9 BIBLIOGRAPHY 46
10 ANNEXURE 47-49
11 PHOTOGRAPHS 50-53

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SR NO. TABLE / CHARTS PAGE
NO.
5.1 FREQUENTLY DO YOU PURCHASE ? 28
5.2 PRODUCT AVAILABLE AT REASONABLE PRICE ? 29
5.3 COMPANY PROVIDE HIGHLY QUALITY PRODUCT ? 30
5.4 HIGHY RANGE OF VARIETY OF PRODUCTS ? 31
5.5 COMPANY DELIVERS PRODUCT ON RIGHT TIME ? 32
5.6 PACKAGING IS UP TO THE MARK ? 33
5.7 PACKAGING PROVIDES DETAILED INFORMATION
ABOUT THE PRODUCT ?
34
5.8 CONVENIENT TO PLACE ORDER ? 35
5.9 DISCOUNTS/OFFERS GIVEN ARE SATISFACTORY ? 36
5.10 WOULD YOU RECOMMEND OUR PRODUCT ? 37
5.11 HOW LIKELY YOU PURCHASE THE PRODUCT AGAIN ? 38
5.12 HOW LIKLY YOU TO CONTINUE DOING BUSINESS
WITH US ?
39
5.13 TIMES DID YOU CONTACTED HEAD OFFICE BEFORE
PROBLEM WAS SOLVED ?
40
5.14 HOW SATISFIED WITH THE PRODUCT ? 41
5.15 RATE YOUR OVERALL SATISFACTION ? 42

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INTRODUCTION OF THE PROJECT

PROJECT TITLE:-
“A Study on Analysis of Customer Satisfaction with respect to Kohinoor Mechanical
Electrical & Engineering Works”

OBJECTIVE OF THE PROJECT :-
a) PRIMARY OBJECTIVES

1) To study the customer satisfaction level for the company Kohinoor Mech. Elect &
Engineering Works.

2) To understand various problems faced by customer of Kohinoor Mech. Elect &
Engineering Works.

3) To understand the awareness about the company’s products among the customers.

b) SECONDARY OBJECTIVES

1) To analyze complaints of customers towards products and services.

2) To collect the information of availability of particular product and services.

3) To find out the customer interest for the company’s products.

4) To develop effective solution to the problems faced by customers.

SCOPE OF THE PROJECT

1. To find out prospective customers.

2. It helps in finding competitors strength as well as its weaknesses.

3. This survey helps the company to find its loophole in overall services which is
provided by them.

4. It is helpful to perceive the customers.

5. It is helpful to understand and analyze the factors that influence the customers.

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LOCATION

The region covered under our project is as follows:
1) Mumbai & Sub-urbans.
DURATION OF THE PROJECT :-
 52 Working Days.

REASON FOR CHOOSING THIS COMPANY & THIS PROJECT :-

 It’s an Manufacturing & Engineering industry which is an important sector of the
overall economy and also good for my career.
 Manufacturing & Engineering industry is essential for increasing country’s economy
 Manufacturing industry analysts anticipate major organizational and geographical
changes in the global manufacturing industry in response to innovations in
manufacturing techniques, reconfigurations in the loci of demand for industry, and
growing environmental concerns.
 Nowadays it is mandatory that an organization remains accustomed to changes and
continuous development for the purpose of survival of the organization and also for
maintaining the growth.
 Manufacturers have been gaining global importance in the manufacturing industry,
taking on the primary responsibility for product development, engineering, and
manufacturing for some critical systems in the fabrication components and
constructions.
 Customer Satisfaction research is one of the basic forms of market research. It is a
linchpin in process improvement, offers a portal to customer feedback, and is used to
evaluate products and services.
 It’s a course of research that virtually all businesses have considered, and in a lot of
cases implemented.
.

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THEORETICAL BACKGROUND

 5 Steps of Customer’s Buying Process:-
 The Customer Buying Process (also called a Buying Decision Process) describes the
process your customer goes through before they buy your product. Understanding
your customer’s buying process is not only very important for your Salespeople, it
will also enable you to align your sales strategy accordingly. The process has been
interpreted by many scholars over the years; however, the five stages framework
remains a good way to evaluate the customer’s buying process. John Dewey first
introduced the following five stages in 1910:

 1. Problem/Need Recognition: This is often identified as the first and most important
step in the Customer’s Decision Process. A purchase cannot take place without the
recognition of the need. The need may have been triggered by internal stimuli (such
as hunger or thirst) or external stimuli (such as advertising or word of mouth).

 2. Information Search: Having recognised a problem or need, the next step a
customer may take is the Information Search stage, in order to find out what they feel
is the best solution. This is the buyer’s effort to search internal and external business
environments, in order to identify and evaluate information sources related to the
central buying decision. Your customer may rely on print, visual, online media or
word of mouth for obtaining information.

 3. Evaluation of Alternatives As you might expect, customers will evaluate different
products or brands at this stage on the basis of alternative product attributes – those
which have the ability to deliver the benefits the customer is seeking. A factor that
heavily influences this stage is the customer’s attitude. Involvement is another factor
that influences the evaluation process. For example, if the customer’s attitude is

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positive and involvement is high, then they will evaluate a number of companies or
brands; but if it is low, only one company or brand will be evaluated.

 4. Purchase Decision: The penultimate stage is where the purchase takes place.
Philip Kotler (2009) states that the final purchase decision may be ‘disrupted’ by two
factors: negative feedback from other customers and the level of motivation to accept
the feedback. For example, having gone through the previous three stages, a customer
chooses to buy a new telescope. However, because his very good friend, a keen
astronomer, gives him negative feedback, he will then be bound to change his
preference. Furthermore, the decision may be disrupted due to unforeseen situations
such as a sudden job loss or relocation.


 5. Post-Purchase Behaviour: In brief, customers will compare products with their
previous expectations and will be either satisfied or dissatisfied. Therefore, these
stages are critical in retaining customers. This can greatly affect the decision process
for similar purchases from the same company in the future, having a knock-on effect
at the Information Search stage and Evaluation of Alternatives stage. If your customer
is satisfied, this will result in brand loyalty, and the Information Search and
Evaluation of Alternative stages will often be fast-tracked or skipped altogether.


 CUSTOMER SATISFACTION AND DELIGHT :-

Customer satisfaction:-Is a term frequently used in marketing. It is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals."In a survey of nearly 200 senior marketing managers, 71
percent responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses.
Purpose of Customer satisfaction


A business ideally is continually seeking feedback to improve customer satisfaction.

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"Customer satisfaction provides a leading indicator of customer 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. (A second important metric related
to satisfaction is willingness to recommend. This metric is defined as "The percentage of
surveyed customers who indicate that they would recommend a brand to friends." When a
customer is satisfied with a product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) "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.

CUSTOMER DELIGHT: -
Customer delight is surprising a customer by exceeding his/her expectations and thus
creating a positive emotional reaction. This emotional reaction leads to Word of Mouth.
Customer Delight directly affects sales and profitability of a company as it helps to
distinguish the company and its products and services from the competition. In the past
customer satisfaction has been seen as a key performance indicator. Customer satisfaction
measures the extent to which the expectations of a customer are met (compared to
expectations being exceeded). However, it has been discovered that mere customer
satisfaction does not create brand loyalty nor does it encourage positive word of mouth.
Customer Delight can be created by the product itself, by accompanied standard services and
by interaction with people at the front line. The interaction is the greatest source of
opportunities to create delight as it can be personalized and tailored to the specific needs and
wishes of the customer. During contacts with touch points in the company, more than just
customer service can be delivered. The person at the front line can surprise by showing a
sincere personal interest in the customer, offer small attentions that might please or find a
solution specific to particular needs. Those front line employees are able to develop a
relationship between the customer and the brand. Elements in creating motivated staff are:
recruiting the right people, motivating them continuously and leading them in a clear way.

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PURPOSE OF CUSTOMER DELIGHT: -
There are three objectives when implementing Customer Delight
 First, make customers loyal. As described by Sewell, that finding new customers costs 4
to 9 times more time and money than reselling to an existing client. It is thus
commercially intelligent to retain as many clients as possible.
 A second objective is to have customers that are more profitable. Average delighted
customers spend more with less hassle. As can be seen with the list of Van Setten, when
all other elements are correct, clients accord less importance to price (as long as their
perception of price remains reasonable).
The last objective of Customer Delight is to have clients talk positively about your product,
brand or shop, the so-called Word of Mouth. In a world of well informed customers, 92% of
customers consider word of mouth as the most reliable source of information. Delighted
clients are a valuable source of advertisement for your company.

CUSTOMER ANALYSIS - CONSUMPTION AND POST -PURCHASE
BEHAVIOR
Consumption and Post-Purchase Behaviour
 Many different types of consumption
 Ritual, sacred, profane, and compulsive consumption
 Customer satisfaction and dissatisfaction
 Purchase-associated cognitive dissonance
 Post-purchase behaviour
 Product disposition
Product and Service Consumption
 Consumption is the possession and/or use of goods and services and the benefits they
deliver.
 Consumption situation
 Physical context: time and place of consumption
 Social context: the presence of others
 Consumption episode: the set of items belonging to the same event and occurring in
temporal proximity
 Consumption system: a bundle of goods and services that are consumed over time in
multiple episodes
Satisfaction versus Dissatisfaction
 The level of satisfaction or dissatisfaction we experience depends upon how well the
product’s performance meets our expectations.
 A finite time period of possession is necessary to determine satisfaction.
 Satisfaction is not easily measured because:
 It means different things to different people
 The level of satisfaction can change over time

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 Satisfaction can change when consumer needs and preferences change
 Satisfaction includes a social dimension (the experience of others may add or subtract
from our own satisfaction)
Expectation and Satisfaction
 Product experiences can be classified into three types based on the degree to which
consumer expectations are fulfilled (confirmation) or not (expectancy
disconfirmation):
 Simple confirmation: the purchase performs as expected (satisfaction)
 Positive disconfirmation: when performance is better than expected (much higher
satisfaction)
 Negative disconfirmation: when the purchase falls short of expectations
(dissatisfaction)
If the negative disparity is wide it may lead to the contrast effect (poor performance is
magnified by the customers).

The 7 P’s of Services:-
The first four elements in the services marketing mix are the same as those in the traditional
marketing mix. However, given the unique nature of services, the implications of these are
slightly different in case of services.

PRODUCT
In case of services, the ‘product’ is intangible, heterogeneous and perishable. Moreover, its
production and consumption are inseparable. Hence, there is scope for customizing the
offering as per customer requirements and the actual customer encounter therefore assumes
particular significance. However, too much customization would compromise the standard
delivery of the service and adversely affect its quality. Hence particular care has to be taken
in designing the service offering.

PRICING
Pricing of services is tougher than pricing of goods. While the latter can be priced easily by
taking into account the raw material costs, in case of services attendant costs - such as labor
and overhead costs - also need to be factored in. The final price for the service is then arrived
at by including a mark up for an adequate profit margin.

PLACE
Since service delivery is concurrent with its production and cannot be stored or transported,
the location of the service product assumes importance. Service providers have to give
special thought to where the service would be provided. Thus, a fine dine restaurant is better

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located in a busy, upscale market as against on the outskirts of a city. Similarly, a holiday
resort is better situated in the countryside away from the rush and noise of a city.

PROMOTION
Since a service offering can be easily replicated promotion becomes crucial in differentiating
a service offering in the mind of the customer. Thus, service providers offering identical
services such as airlines or banks and insurance companies invest heavily in advertising their
services. This is crucial in attracting customers in a segment where the services providers
have nearly identical offerings.
The final three elements of the services marketing mix - people, process and physical
evidence - are unique to the marketing of services.

PEOPLE
People are a defining factor in a service delivery process, since a service is inseparable from
the person providing it. Thus, a restaurant is known as much for its food as for the service
provided by its staff. The same is true of banks and department stores. Consequently,
customer service training for staff has become a top priority for many organizations today.

PROCESS
The process of service delivery is crucial since it ensures that the same standard of service is
repeatedly delivered to the customers. Therefore, most companies have a service
blueprint which provides the details of the service delivery process, often going down to even
defining the service script and the greeting phrases to be used by the service staff.

PHYSICAL EVIDENCE

Since services are intangible in nature, most service providers strive to incorporate certain
tangible elements into their offering to enhance customer experience. Many hair salons invest
in comfortable and stylish sitting areas with magazines and plush sofas for patrons to read
and relax while they wait. Similarly, many restaurants invest heavily in their interior design
and decorations to offer a tangible and unique experience to their guests.

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Manufacturing & Engineering Sector in India :-
Manufacturing Industry:
Manufacturing sector is the backbone of any economy. It fuels growth, productivity,
employment, and strengthens agriculture and service sectors. Astronomical growth in
worldwide distribution systems and IT, coupled with opening of trade barriers, has led to
stupendous growth of global manufacturing networks, designed to take advantage of low-
waged yet efficient work force of India. 'Indian Manufacturing' sector is broadly divided into:
 Capital Goods & Engineering.
 Chemicals, Petroleum, Chemicals & Fertilizers.
 Packaging.
 Consumer non-Durables.
 Electronics, IT Hardware & peripherals.
 Gems &Jewellery.
 Leather & Leather Products.
 Mining.
 Steel & non-Ferrous Metals.
 Textiles & Apparels.
 Water Equipment


Mr. Narendra Modi, the Prime Minister of India, aims to give global recognition to the
Indian economy and also place India on the world map as a manufacturing hub. India has also
set for itself an ambitious target of increasing the contribution of manufacturing output to 25
per cent of gross domestic product (GDP) by 2025.
Market Size:
India’s manufacturing sector could touch US$ 1 trillion by 2025, according to a report by
Mckinsey and Company. There is potential for the sector to account for 25-30 per cent of the
country’s GDP and create up to 90 million domestic jobs by 2025.
Investment :
In a major boost to the 'Make in India' initiative, the Government of India has received
investment proposals of over Rs 1,10,000 crores (US$ 16.56 billion) in the last 12 months
from various companies including Airbus, Phillips, Thomson, Samsung, LG and Flextronics
among others.
India has become one of the most attractive destinations for investments in the manufacturing
sector.
Government Initiative:
In a bid to push the 'Make in India' initiative to the global level, Mr. Narendra Modi, Prime
Minister of India, pitched India as a manufacturing destination at the World International Fair
in Germany's Hannover earlier this year. Mr. Modi showcased India as a business friendly
destination to attract foreign businesses to invest and manufacture in the country.

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Engineering Industry:

The Indian Engineering sector has witnessed a remarkable growth over the last few years
driven by increased investments in infrastructure and industrial production. The engineering
sector, being closely associated with the manufacturing and infrastructure sectors, is of
strategic importance to India’s economy.
India on its quest to become a global superpower has made significant strides towards the
development of its engineering sector. The Government of India has appointed the
Engineering Export Promotion Council (EEPC) as the apex body in charge of promotion of
engineering goods, products and services from India. India exports transport equipment,
capital goods, other machinery/equipment and light engineering products such as castings,
forgings and fasteners to various countries of the world.
India became a permanent member of the Washington Accord (WA) in June 2014. The
country is now a part of an exclusive group of 17 countries who are permanent signatories of
the WA, an elite international agreement on engineering studies and mobility of engineers.
Market Size:
The capital goods & engineering turnover in India is expected to reach US$ 125.4 billion by
FY17.
Engineering exports from India are expected to cross US$ 70 billion in FY 15 registering a
growth of 15 per cent over the previous fiscal, as demand in key markets such as the US and
the UAE is on the rise. Apart from these traditional markets, markets in Eastern and Central
European countries such as Poland also hold huge promise.
India exports its engineering goods mostly to the US and Europe, which accounts for over 60
per cent of the total exports. Recently, India's engineering exports to Japan and South Korea
have also increased with shipments to these two countries rising by 16 and 60 per cent
respectively.

Investment :

The engineering sector in India attracts immense interest from foreign players as it enjoys a
comparative advantage in terms of manufacturing costs, technology and innovation. The
above, coupled with favourable regulatory policies and growth in the manufacturing sector
has enabled several foreign players to invest in India.
The foreign direct investment (FDI) inflows into India's miscellaneous mechanical and
engineering industries during April 2000 to June 2015 stood at around US$ 4,053.72 million,
as per data released by the Department of Industries Policy and Promotion (DIPP).

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Customer Relationship Management:-
Customer relationship management (CRM) is a system for managing a company’s
interactions with current and future customers. It often involves using technology to organize,
automate and synchronize sales, marketing, customer service, and technical support.
Types
MARKETING AND CUSTOMER SERVICE
Customer relationship management systems track and measure marketing campaigns over
multiple networks. These systems can track customer analysis by customer clicks and sales.
Places where CRM is used include call centers, social media, direct mail, data storage files,
banks, and customer data queries.
CRM IN CUSTOMER CONTACT CENTERS
CRM systems are customer relationship management platforms. The goal of the system is to
track, record, store in databases, and then data mine the information in a way that increases
customer relations (predominantly increased ARPU, and decreased churn). The CRM
codifies the interactions between you and your customers so that you can maximize sales and
profit using analytics and KPIs to give the users as much information on where to focus their
marketing and customer service to maximize revenue and decrease idle and unproductive
contact with your customers. The contact channels (now aiming to be omni-channel from
multi-channel) use such operational methods as contact centers. The CRM software is
installed in the contact centers, and help direct customers to the right agent or
self-empowered knowledge. CRM software can also be used to identify and reward loyal
customers over a period of time.
CRM IN B2B (BUSINESS-TO-BUS INESS) MARKET
The modern environment requires one business to interact with another via the web.
According to a Sweeney Group definition, CRM is “all the tools, technologies and
procedures to manage, improve, or facilitate sales, support and related interactions with
customers, prospects, and business partners throughout the enterprise”. It assumes that CRM
is involved in every B2B transaction.
Despite the general notion that CRM systems were created for the customer-centric
businesses, they can also be applied to B2B environments to streamline and improve
customer management conditions. B2C and B2B CRM systems are not created equally and
different CRM software applies to B2B and Business-to-Customer (B2C) conditions. B2B
relationships usually have longer maturity times than B2C relationships. For the best level of
CRM operation in a B2B environment, the software must be personalized and delivered at
individual levels.

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Characteristics of CRM
Well-designed CRM includes the following characteristics:
1. Relationship management is a customer-oriented feature with service response based
on customer input, one-to-one solutions to customers’ requirements, direct online
communications with customer and customer service centres that help customers
solve their questions.
2. Sales force automation. SFA is a technique of using software to automate the business
tasks of sales, including order processing, contact management, information sharing,
inventory monitoring and control, order tracking, customer management, sales
forecast analysis and employee performance evaluation.
3. Use of technology. This feature is about following the technology trend and skills of
value delivering using technology to make “up-to-the-second” customer data
available. It applies data warehouse technology in order to aggregate transaction
information, to merge the information with CRM solutions, and to provide KPI (key
performance indicators).
4. Opportunity management. This feature helps the company to manage unpredictable
growth and demand and implement a good forecasting model to integrate sales
history with sales projections.


Implementing CRM to the company
The following are general guidelines on implementing a CRM system.
1. Make a strategic decision on what problems you want your CRM system to address,
what improvements or changes it should bring in the business processes of the
organization.
2. Choose an appropriate project manager. Typically IT will be engaged, however a
manager with a customer service/sales and marketing business focus should be
involved, as the impact of the project will be mainly on the business side.
3. Ensure executive sponsorship and top management support.
4. Empower team members with the required authority to complete the tasks.
5. Select the correct implementation partner. They must have both vertical and
horizontal business knowledge, as well as technical expertise.
6. Define KPI's that will measure the project's success
7. Use a phased approach. Work towards long-term enterprise-scale implementation
through a series of smaller, phased implementations.

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21. Page 21


COMPANY PROFILE

KOHINOOR MECHANICAL ELECTRICAL &
ENGINEERING WORKS

Vision
 We will be in the top 3 to manufacture & supply complete undercarriage solution in
India by 2017.
 To be our customer’s preferred suppliers.
 The company maintains a large stock of raw materials and semi-finished products,
which enables us to respond quickly to customer’s need.
 Domain knowledge of products and manufacturing processes.

Mission
 To aggressively grow the company by achieving product quality, value and timely
delivery.
 The main it to build reputation on excellent service to provide lowest cost engineering
solutions. Our success is build on a strong corporative infrastructure, innovative
techniques and safe business practices and our quality product.
 Today Kohinoor products represent quality, dependability and consistency.


Quality Policy
“We are committed to manufacture machined components and the fabrication work as per
customer requirement through continual improvement in implementation of quality
management system and achieve total customer satisfaction in respect of product quality and
delivery by continuous improvement in Method, Resources, Employee Skill and Work
Environment as well as continuously focus on increasing our customer base.”

The company is established suppliers to OEM Earthmoving & Drilling Equipments,
Automobiles, Oil Field Equipments, Aerospace, Chemicals, Textile Industry & Food
Industry.

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Established in 1976, Kohinoor Mech. Elect. & Engineering Works is a leading
manufacturer and supplier of a comprehensive range of earth moving machinery, spare parts,
fittings & fixtures, mixers & undercarriage products. The entire range of products includes
OEM Earth Moving & Drilling Equipment Machinery, Spare Parts, Plastic Scrap Ginder,
Mixer, K-Track undercarriage for drilling rigs, Sprocket, Fabrication Apron Feeder, Eccentric
Shaft, K-Fits, Compression fittings, Hydraulic fittings, Quick Release Couplings, Valves &
Oil Field Products. These cater widely to the needs of various manufacturing industries.
The products offered by the company are manufactured using optimum quality factor
inputs and are in strict adherence to the defined industry norms. Also, the factor inputs used
while manufacturing these products are sourced from some of the specialized and dependable
vendors of the industry. The products offered by the company are extensively applauded by
our patrons for their unmatched quality, enhanced durability, easy installation, minimum
maintenance and reliable functionality.

To deliver our clients a superior quality range of product, the company manufactures
these products using top quality materials and checks them on various parameters. The high
quality standards it has been able to maintain have helped it to gain the ISO certification. For
the complete satisfaction of the clients the company also packages the consignment and
provides free delivery facility.
Backed by a good infrastructural facility, the company is able to accomplish the exact
needs of our customers in a well organized way. As the unit is outfitted with sophisticated &
high range of machines and equipment, the company is capable of offering only the best
quality products. It has employed a skilled panel of experts & engineers in our company who
with their honest contribution towards work and wide industry know-how are able to
manufacture flawless range of products. The main objective of the company is to increase the
level of contentment of their patrons in each aspect. Due to their client centric policy and on-
time completion & delivery, they have gathered a huge customer base.
Under the able guidance of the CEO, Mr. Nayyar Azam, the company has been able
to carve a niche in this competitive business. His vast experience of 25 years and in-depth
knowledge of this domain has helped the company to gain the invaluable trust of esteemed
clients.

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Basic Information

Nature of Business

Manufacturer and Supplier
Additional Business

 Manufacturer
 Supplier

Key Customers

 JCB Manufacturing ltd
 AT&G Global Solutions (UK)
 VIETZ GMBH (Germany)
 Case New Holland Cons Eqp Pvt Ltd
 Atlas Copco
 L&T Ltd
 Terex India
 Audco India Ltd
 PRD RIGS
 Korex India Ltd
 Puzzolana Machinery Fabricators

Industry

Industrial K-TRACK, K-FITS, K-PUMPS
Year of Establishment

1976
Total Number of Employees

Upto 90 People
Legal Status of Firm

Sole Proprietorship
Annual Turnover

Rs. 24 Crores – 25 Crores
Infrastructure
Location Type

Commercial
Building Infrastructure

Permanent
Size of Premises

2500 square feet

24. Page 24

Space Around

Front porch

Company USP
Quality Measures/Testing
Facilities

Yes
Statutory Profile
Packaging/Payment and Shipment Details
Payment Terms

 D/A

 L/C

Payment Mode

 Cash

 Cheque
 Credit Card

 DD







Head Office Mumbai.

Branch/Plant Vasai, Pune, Indore, Chennai, Surat, Oman


PRODUCT PROFILE

Kohinoor Mech. Elect & Engineering Works is well known Manufacturer and
Supplier of an extensive range of Earth Moving Machinery, Spare Parts, Plastic Scrap
Ginder, Mixer, K-Track undercarriage for drilling rigs. Their wide range encompasses of
undercarriage for drilling rigs, Sprocket, Fabrication Apron Feeder, Eccentric Shaft, K-Fits,
Compression fittings, Hydraulic fittings, Quick Release Couplings, Valves & Oil Field
Products, K-Fits & K-Pumps, centrifugal mud pumps.


Features:
 High durability
 Dependability
 Consistency
 Available in different dimensions
 Easy to install
 Requires less maintenance
 Stands high in quality and utility

25. Page 25


Business Plan:
 New infrastructure in Bangalore & Hyderabad by 2016
 Investment in automation machinery & design team.
 Installation of induction hardening machine by December 2015.
 To achieve export order at least 50% of total business by this year.



Why Kohinoor Mechanical Electrical & Engineering Works ?
Over the years the company has achieved an untarnished image and envious position
in the domestic markets. It is due to dedicated efforts of their workforce and superior quality
of their products that even big organizations like JCB Manufacturing Ltd., L&T Ltd. & Atlas
Copco Ltd. like conducting business with Kohinoor Mech. Elect. & Engg Works.

The factors which have contributed in growth of the organization are as follows:
 Strict quality control according to international standards
 Cost effective, fast erection & dismantling
 Innovation through constant Research & Development
 Complete customer satisfaction
 Reliability through proven track record
 On-time delivery
PRODUTS
 K-TRACK (Crawler)

26. Page 26


 Idler Assy with TTRA
 Roller Assy
 Sprockets
 Shoes
 Fabrication Apron Feeder
 Eccentric Shaft
 Exciter Shaft Assy
 Press Components
 Eccentric Weight
 Roller Shaft
 Oil Field Products

 K-FITS (INTRICATE TUBE FITTINGS & VALVE)



 K-FIT Compression Tube Fittings
 K-FIT Hydraulic Fittings
 K-FIT Quick Release Fittings
 K-FIT Valves


K-FIT Compression Tube Fittings

 Female Branch Tee
 Equal Union
 Female Connector
 Male Connector
 Bulkhead union
 Reducing Union
 Equal Elbow
 Bulkhead Elbow
 Male Elbow
 Female Elbow
 Equal Union Tee

27. Page 27



K-FIT Hydraulic Fittings

 Female Couplings
 Male Couplings
 Equal Union Couplings
 Bulk Head Couplings
 Welded Couplings
 Male Elbow BSPT
 Equal Elbow Couplings
 Male Coupling NPT
 Male Elbow NPT
 Male Branch Tee BSPT
 Male Branch NPT
 Male Run Tee BSPT


K-FIT Quick Release Fittings

 Metal Hose Plug Male/Female
 Metal Pole Hose Plug
 Shutoff Coupling & Hose Barb
 Metal Hose Plug with Barb
 Female QRC Plug
 Quick Release Coupling Male/Female
 Male QRC Assembly




K-FIT Valves

 Needle Valve
 Brass Body Needle Valve
 Angled Needle Valve
 Square Body Ball Valve
 Three Way Ball Valve
 Brass Ball Valve
 Syphone

28. Page 28


Other Products













Contact us-
Kohinoor Mech. Elect. & Engineering Works
29/30, Veena Dalwai
Industrial Estate, S.V. Road
Jogeshwari (W), Mumbai-400102
Contact no- 9967874779
Tel: [phone]
Fax: [phone]
Website: www.kohinoormechanical.com
Email id: [email protected]
[email protected]

29. Page 29

30. Page 30



RESEARCH METHODOLOGY

What is research:- Research comprises "creative work undertaken on a systematic basis in
order to increase the stock of knowledge, including knowledge of man, culture and society,
and the use of this stock of knowledge to devise new applications." It is used to establish or
confirm facts, reaffirm the results of previous work, solve new or existing problems,
support theorems, or develop new theories. A research project may also be an expansion on
past work in the field. To test the validity of instruments, procedures, or experiments,
research may replicate elements of prior projects, or the project as a whole. The primary
purposes of basic research (as opposed to applied research) are
documentation, discovery, interpretation, or the research and development (R&D) of methods
and systems for the advancement of human knowledge. Approaches to research depend
on epistemologies, which vary considerably both within and between humanities and
sciences. There are several forms of research: scientific, humanities, artistic,
economic, social, business, marketing, practitioner research, etc.



 RESEARCH PROCESS :-
Research exercise may take many forms but systematic enquiry is features common to all
such forms. Being a systematic enquiry, it requires careful planning of the orderly
investigation process.



 STAGES IN THE RESEARCH PROCESS :-
In planning and designing a specific research project, it is necessary to anticipate all the steps
that must be undertaken if the project is to be successful in collecting valid and reliable
information.
The steps of marketing research process are highlighted in the following flow diagram.

31. Page 31





RESEARCH DESIGN IS CLASSIFIED AS FOLLOWS







RESEARCHDESIGN
EXPLORATORY DESCRIPTIVE
CASUAL /
EXPERIMENTAL

Defining
Problem

Extensive
Literature
survey

Planning
Research
Design

Collect the
data

Analyze the
data

Formulation of
conclusion

Prepare and
present the
report




Sample
Design

32. Page 32

Research Type
The type of research conducted for this project was-


Descriptive Research Design:
It includes surveys and fact finding enquiries of different kinds. It is a fact- finding
investigation with adequate interpretation. It is the simplest type of research, and is more
specific than an exploratory study, as it focuses on particular aspects of the problem being
studied, so research design used for this project was descriptive research design.
Descriptive research method was the best method applicable to the existing problem
mentioned in this project report. Here the study is conducted to determine the fact i.e. to
know the customer satisfaction about Om logistics Ltd.


METHODOLOGY USED FOR THE STUDY

Market Research to be an effective tool for analyzing the customer satisfaction for
Manufacturing products. Usually it is said that if marketing would be a train, than market
research would be the locomotive. In other words, market research should ideally be the
starting point on any marketing exercise. Conducting any marketing exercise- is it related to
pricing, promotion or distribution of a product or service. Without researching the potential
market is as sensible as setting out sell sand in the Sahara Desert. Market research provides
the answers to all the questions that generally occupy the minds of marketers, at every stage
of the marketing process.

Sample Design
 Sampling
An integral component of a research design is sampling plan. Specifically, it addresses three
questions:
1) Whom to survey (the sample unit)?
2) How many to survey (the sample size)? &
3) How to select them (the sampling procedure)
Making the entire universe will be impossible on the account of limitation of time and
money. Hence sampling becomes inevitable. A sample is only a portion of the universe of
population.
According to Yule, “The object of sampling to get maximum information about the parent
population with minimum efforts. Properly done procedures are the representative data of the
entire population”.
Sampling Unit:- A decision has to be taken concerning a sample unit before selecting
sample. Sample unit may be geographical one such as State, District and Village etc. The
researcher will have to decide one or more unit that has to select for his study.

33. Page 33

PERIOD OF STUDY:

The period of study has been from May 19
th
, 2015 to July 16
th
, 2015

In this Project report, the sampling unit includes the customers from Mumbai Region.
Sampling Methods
Probability sampling is known as random sampling or chance sampling. Under this
sampling design every item of the universe has equal chance or probability.
 Sample random sampling
 Systematic sampling
 Stratified sampling
 Cluster and Area sampling
 Sequential sampling
 Multi stage sampling

Non Probability Sampling is also known as deliberate sampling, purposive and judgmental
sampling. Non probability samplings are those that do not provide every item in the universe
with a known chance of being include in the sample. Non probabilities are of following types:
 Convenience sampling
 Quota sampling
 Judgemental sampling
 Panel sampling




1. Sampling Technique : Random sampling.
2. Sample size : 60 respondents
3. Method : Personal Interview.
4. Tool use for interview : Structured questionnaire
5. Data analysis method : Percentage, Tabulation and Graphical method
6. Area of survey : Mumbai and its sub-urbans.
7. Charts : Bar charts and Pie charts.

34. Page 34

SOURCES OF DATA

Two types of data helped in the completion of the project.

 Primary data
Primary data has been collected in only one way i.e. survey. About 60 customers
participated in the survey. The data is collected from the buyers of Kohinoor Mech.
Elect. & Engineering Works through one to one interaction with the Customers.

 Secondary Data
The information about company’s Background, its products and services and key
people is collected through company’s brochure and company’s officials.


SAMPLING TECHNIQUE USED

Judgmental sampling is the most appropriate for the project, as only the customers who are
using the products can be the sample for the study.
Judgmental sampling is one where the researcher chooses the sample based on who they
think would be appropriate for the study.

DATA COLLECTION METHOD

Questionnaire method seemed most satisfactory for collecting information from the people.
Data is collected by personally interviewing individuals, recording their answers in a
structured questionnaire. A set of questions having different segments such as Product
Performance, Service, and Perception etc. formed the questionnaire.
 Scaling techniques used for preparing questions
Generally the questions were designed with the Likert Scale, where the degree of
options for the answer ranging from lowest to highest or vice-versa, with each option
associated with a brief description.
An example of the Likert scale is given below:

 Eg. Que.- Rate the Performance of the TITANIC movie.
a. Excellent
b. Good
c. Average
d. Poor
e. Bad

35. Page 35



Summary of research methodology





1.Research problem “A study on analysis of Customer Satisfaction
with respect to Kohinoor Mechanical Electrical
& Engineering Works”.


2.Research type Descriptive Research
3.Sampling Technique Simple Random Sampling


4. Sample Unit

Customers from Mumbai and its sub-hubs.
5. Sample size

60 Respondents
6.Customer type Frequent Buyers as in-:
K-FITS, K-PUMPS, FITTINGS, K-TRACK
7. Method Face to face interview / Personal Interview

36. Page 36



LIMITATIONS:-

1. As stipulated by the university regulations, the study is undertaken for a period of 52
days. This is very limited period.

2. When the user/buyer are busy we can‘t get accurate data from them. During survey some
respondents may not give answer in a proper manner or might be their biasness is make
some difference between the actual feedback and given feedback.

3. It is not possible to obtain some confidential data from the organization.

4. Limited time available for interviewing the respondents. As a result of this it was not
possible to gather full information.

5. In the survey at many times, it was found that the customers’ relationship with service
provider is not good because service provided by company is quite costly.

6. It is little bit costly and time consuming to collect primary data through face to face
interaction with respondent.

37. Page 37

38. Page 38

39. Page 39

DATA ANALYSIS AND INTERPRETATION

Question-1. How frequently do you purchase from Kohinoor Mech. Elect. & Engineering
Works-

Every day 4
Every Week 13
Every Month 33
Every 4-6 Months 8
Once or Twice a Year 2
Total 60
Table 5.1



Figure 5.1


Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
55% of the customers purchases every month.
22% of the customers purchases every week.
13% of the customers purchases every 4-6 months.
7% of the customer purchases every day.
3% of the customers purchases once or twice a year.




Every day
7%
Every Week
22%
Every Month
55%
Every 4-6 Months
13%
Once or
Twice a
Year
3%
FREQUENCY OF THE PURCHASE FROM KOHINOOR
COMPANY
Every day
Every Week
Every Month
Every 4-6 Months
Once or Twice a Year

40. Page 40

Question-2 The Products of Kohinoor Mech. Elect. & Engineering Works are available at
reasonable price-

Strongly Agree 39
Agree 16
Neither Agree nor Disagree 4
Disagree 1
Strongly Disagree 0
Total 60
Table 5.2




Figure 5.2



Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
65% of the customers strongly agreed that the products are available at reasonable price.
27% of the customers agreed that the products are available at reasonable price.
7% neither agreed nor disagreed that the products are available at reasonable price.
1% disagreed that the products are available at reasonable price.

Strongly Agree
65%
Agree
27%
Neither Agree nor
Disagree
7%
Disagree
1%
Strongly Disagree
0%
PRODUCT OF KOHINOOR COMPANY ARE AVAILABLE AT
REASONABLE PRICE
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

41. Page 41

Question 3- Kohinoor Mech. Elect. & Engineering Works provides high quality products-

Strongly Agree 38
Agree 19
Neither Agree nor Disagree 3
Disagree 0
Strongly Disagree 0
Total 60
Table 5.3



Figure 5.3




Interpretation

Out of 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
63% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works provides
high quality products.
32% of customers agreed that Kohinoor Mech. Elect. & Engineering Works provides high
quality products.
5% neither agreed nor disagreed that Kohinoor Mech. Elect. & Engineering Works provides
high quality products.


Strongly Agree
63%
Agree
32%
Neither Agree nor
Disagree
5%
Disagree
0%
Strongly Disagree
0%
KOHINOOR COMPANY PROVIDES HIGH QUALITY PRODUCT
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

42. Page 42

Question 4- We get high range of variety of products to select while purchasing from Kohinoor
Mech. Elect. & Engineering Works-

Strongly Agree 18
Agree 27
Neither Agree nor Disagree 13
Disagree 2
Strongly Disagree 0
Total 60
Table 5.4





Figure 5.4


Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
45% of customers agreed that they get the high range of variety of products.
30% of customers strongly agreed that they get the high range of variety of products.
22% of customers neither agreed nor disagreed that they get high range of variety of
products.
3% of customers disagreed that they get high range of variety of products.


Strongly Agree
30%
Agree
45%
Neither Agree
nor Disagree
22%
Disagree
3%
Strongly Disagree
0%
HIGH RANGE OF VARIETY OF PRODUCTS
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

43. Page 43

Question 5- Kohinoor Mech. Elect. & Engineering Works delivers the products on right time-
Strongly Agree 36
Agree 19
Neither Agree nor Disagree 4
Disagree 1
Strongly Disagree 0
Total 60
Table 5.5


Figure 5.5

Interpretation
Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
60% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works delivers
the product on right time.
32% of customers agreed that Kohinoor Mech. Elect. & Engineering Works delivers the
product on right time.
7% of customers neither agreed nor disagreed that Kohinoor Mech. Elect. & Engineering
Works delivers the product on right time.
1% of customers disagreed that Kohinoor Mech. Elect. & Engineering Works delivers the
product on right time.
Strongly Agree
60%
Agree
32%
Neither Agree nor
Disagree
7%
Disagree
1%
Strongly Disagree
0%
KOHINOOR COMPANY DELIVERS THE PRODUCTS ON
RIGHT TIME
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

44. Page 44

Question 6- Packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark-

Strongly Agree 26
Agree 19
Neither Agree nor Disagree 6
Disagree 6
Strongly Disagree 3
Total 60
Table 5.6


Figure 5.6


Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
43% of customers strongly agreed that packaging of Kohinoor Mech. Elect. & Engineering
Works is up to the mark.
32% of customers agreed that packaging of Kohinoor Mech. Elect. & Engineering Works is
up to the mark.
10% of customers neither agreed nor disagreed that packaging of Kohinoor Mech. Elect. &
Engineering Works is up to the mark.
10% of customers disagreed that packaging of Kohinoor Mech. Elect. & Engineering Works
is up to the mark.
5% of customers strongly disagreed that packaging of Kohinoor Mech. Elect. & Engineering
Works is up to the mark.


Strongly Agree
43%
Agree
32%
Neither Agree nor
Disagree
10%
Disagree
10%
Strongly Disagree
5%
PACKAGING OF KOHINOOR COMPANY IS UP TO MARK
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

45. Page 45

Question 7- The packaging provides detailed information about the product-

Strongly Agree 13
Agree 23
Neither Agree nor Disagree 21
Disagree 2
Strongly Disagree 1
Total 60
Table 5.7



Figure 5.7


Interpretation
Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
43% of customers neither agreed nor disagreed that the packaging provides detailed
information about the product.
37% of customers agreed that the packaging provides detailed information about the product.
15% of customers strongly agreed that the packaging provides detailed information about the
product.
3% of customers disagreed that the packaging provides detailed information about the
product.
2% of customers strongly disagreed that the packaging provides detailed information about
the product.

Strongly Agree
15%
Agree
37%
Neither Agree nor
Disagree
43%
Disagree
3%
Strongly Disagree
2%
PACKAGING PROVIDES DETAILED INFORMATION
ABOUT THE PRODUCT
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

46. Page 46


Question 8- It is convenient to place an order with Kohinoor Mech. Elect. & Engineering Works-

Strongly Agree 38
Agree 16
Neither Agree nor Disagree 6
Disagree 0
Strongly Disagree 0
Total 60
Table 5.8



Figure 5.8


Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works

63% of customers strongly agreed that it’s convenient to place an order with Kohinoor Mech.
Elect. & Engineering Works.
27% of customers agreed that it’s convenient to place an order with Kohinoor Mech. Elect. &
Engineering Works.
10% of customers neither agreed nor disagreed that it’s convenient to place an order with
Kohinoor Mech. Elect. & Engineering Works.

Strongly Agree
63%
Agree
27%
Neither Agree nor
Disagree
10%
Disagree
0%
Strongly Disagree
0%
CONVENIENT TO PLACE ORDER WITH KOHINOOR
COMPANY
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

47. Page 47

Question 9- The discounts/offers given by Kohinoor Mech. Elect. & Engineering Works are
satisfactory-
Strongly Agree 14
Agree 37
Neither Agree nor Disagree 7
Disagree 2
Strongly Disagree 0
Total 60
Table 5.8


Figure 5.9

Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
62% of customers agreed that the discounts/offers given by Kohinoor Mech. Elect. &
Engineering Works are satisfactory.
23% of customers strongly agreed that the discounts/offers given by Kohinoor Mech. Elect.
& Engineering Works are satisfactory.
12% of customers neither agreed nor disagreed that the discounts/offers given by Kohinoor
Mech. Elect. & Engineering Works are satisfactory.
3% of customers disagreed that the discounts/offers given by Kohinoor Mech. Elect. &
Engineering Works are satisfactory.
Strongly Agree
23%
Agree
62%
Neither Agree
nor Disagree
12%
Disagree
3%
Strongly Disagree
0%
DISCOUNTS/OFFERS GIVEN BY KOHINOOR COMPANY
ARE SATISFACTORY
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

48. Page 48

Question 10- Would you recommend our product to others-

Most Likely 46
Somewhat Likely 9
Neutral 3
Somewhat Unlikely 2
Most Unlikely 0
Total 60
Table 5.10




Figure 5.10

Interpretation
Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
77% of customers most likely recommend our products to others.
15% of customers somewhat likely recommend our products to others.
5% of customers neutrally recommend our products to others.
3% of customers somewhat unlikely recommend our products to others.


Most Likely
77%
Somewhat Likely
15%
Neutral
5%
Somewhat Unlikely
3%
Most Unlikely
0%
YOU RECOMMEND KOHINOOR PRODUCTS
Most Likely
Somewhat Likely
Neutral
Somewhat Unlikely
Most Unlikely

49. Page 49

Question 11- How likely are you to use/purchase the product again-

Most Likely 36
Somewhat likely 19
Neutral 4
Somewhat Unlikely 1
Most Unlikely 0
Total 60
Table 5.11




Figure 5.11



Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
60% of customers most likely want to purchase the product again.
32% of customers somewhat likely want to purchase the product again.
7% of customers neutrally want to purchase the product again.
1% of customers somewhat unlikely want to purchase the product again.


Most Likely
60%
Somewhat likely
32%
Neutral
7%
Somewhat Unlikely
1%
Most Unlikely
0%
LIKELY ARE TO USE/PURCHASE THE PRODUCT AGAIN
OF KOHINOOR COMPANY
Most Likely
Somewhat likely
Neutral
Somewhat Unlikely
Most Unlikely

50. Page 50


Question 12- How likely are you to continue doing business with us-

Most Likely 36
Somewhat Likely 21
Neutral 3
Somewhat Unlikely 0
Most Unlikely 0
Total 60
Table 5.12





Figure 5.12

Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
60% of customers most likely continue doing business with Kohinoor Mech. Elect. &
Engineering Works.
35% of customers somewhat likely continue doing business with Kohinoor Mech. Elect. &
Engineering Works.
5% of customers neutrally continue doing business with Kohinoor Mech. Elect. &
Engineering Works.
Most Likely
60%
Somewhat Likely
35%
Neutral
5%
Somewhat Unlikely
0%
Most Unlikely
0%
LIKELY TO CONTINUE BUSINESS WITH KOHINOOR
COMPANY
Most Likely
Somewhat Likely
Neutral
Somewhat Unlikely
Most Unlikely

51. Page 51

Have you faced any problem while placing an order/receiving products/regarding quality, if yes then-
Question 13- How many times did you have to contact the head office before the problem was
corrected-

Once 39
Twice 13
Three Times 6
More Than Three Times 2
Problem is still Unsolved 0
Total 60
Table 5.13




Figure 5.13

Interpretation
Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
65% of customers had to contact only once to the head office before the problem was
corrected.
22% of customers had to contact twice to the head office before the problem was corrected.
10% of customers had to contact three times to the head office before the problem was
corrected.
3% of customers had to contact more than three times to the head office before the problem
was corrected.
Once
65%
Twice
22%
Three Times
10%
More Than Three
Times
3%
Problem is still
Unsolved
0%
TIMES DID YOU HAVE TO CONTACT THE HEAD OFFICE
BEFORE PROBLEM WAS CORRECTED
Once
Twice
Three Times
More Than Three Times
Problem is still Unsolved

52. Page 52

Question 14- How satisfied you are with the product-
Very Satisfied 42
Somewhat Satisfied 14
Neutral 4
Somewhat Dissatisfied 0
Very Dissatisfied 0
Total 60
Table 5.14




Figure 5.14

Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
70% of customers are very satisfied with the products offered by Kohinoor Mech. Elect. &
Engineering Works.
23% of customers are somewhat satisfied with the products offered by Kohinoor Mech. Elect.
& Engineering Works.
7% of customers are neither satisfied nor dissatisfied with the products offered by Kohinoor
Mech. Elect. & Engineering Works.


Very Satisfied
70%
Somewhat Satisfied
23%
Neutral
7%
Somewhat
Dissatisfied
0%
Very Dissatisfied
0%
HOW SATISFIED WITH KOHINOOR PRODUCT
Very Satisfied
Somewhat Satisfied
Neutral
Somewhat Dissatisfied
Very Dissatisfied

53. Page 53

Question 15- How would you rate your overall satisfaction towards Kohinoor Mech. Elect. &
Engineering Works-

Very Satisfied 39
Somewhat Satisfied 17
Neutral 4
Somewhat Dissatisfied 0
Very Dissatisfied 0
Total 60
Table 5.15




Figure 5.15

Interpretation

Out of the 60 responses taken from the customers of Kohinoor Mech. Elect. & Engineering
Works
65% of customers rated their overall satisfaction as very satisfied.
28% of customers rated their overall satisfaction as somewhat satisfied.
7% of customers rated their overall satisfaction as neither satisfied nor dissatisfied.




Very Satisfied
65%
Somewhat Satisfied
28%
Neutral
7%
Somewhat
Dissatisfied
0% Very Dissatisfied
0%
OVERALL SATISFACTION TOWARDS KOHINOOR
COMPANY
Very Satisfied
Somewhat Satisfied
Neutral
Somewhat Dissatisfied
Very Dissatisfied

54. Page 54

55. Page 55



FINDINGS
The following are the findings of this project-

 55% of the customers purchases every month from Kohinoor Mech. Elect. &
Engineering Works. As it finds that it’s a B2B company and it’s generally supply
according to demand.
 65% of the customers strongly agreed that the products are available at reasonable
price. As it finds that products of Kohinoor are not very much expensive.
 63% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works
provides high quality products. As it finds that company focus on quality.
 45% of customers agreed that they get the high range of variety of products to select
from Kohinoor Mech. Elect. & Engineering Works. As it finds that company has
somewhat less range of variety of products.
 60% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works
delivers the product on right time. It’s good that company delivers product on time.
 43% of customers strongly agreed that packaging of Kohinoor Mech. Elect. &
Engineering Works is up to the mark. It finds that company has less focus on
packaging.
 43% of customers neither agreed nor disagreed that the packaging provides detailed
information about the product. As it finds that most of the customers don’t get
detailed information on packaging.
 63% of customers strongly agreed that it’s convenient to place an order with
Kohinoor Mech. Elect. & Engineering Works. It’s good that maximum customers feel
convenient to place order.
 62% of customers agreed that the discounts/offers given by Kohinoor Mech. Elect. &
Engineering Works are satisfactory. The company offers maximum discount to it’s
customers.
 77% of customers most likely to recommend our products to others. As it finds that it
gives good brand name to company.
 60% of customers most likely want to purchase the product again. By this there will
be lead generation and large scale economies.
 60% of customers most likely to continue doing business with Kohinoor Mech. Elect.
& Engineering Works. It leads to business development.
 65% of customers had to contact only once to the head office of Kohinoor Mech.
Elect. & Engineering Works before the problem was corrected.
 70% of customers are very satisfied with the products offered by Kohinoor Mech.
Elect. & Engineering Works. This is the testimony to the fact that the company
satisfies the needs of their customers.
 65% of customers rated their overall satisfaction towards Kohinoor Mech. Elect. &
Engineering Works as very satisfied. This will in turn help improve customer
satisfaction that would result into maintain the goodwill of the company.

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SUGGESTIONS

The following are few suggestions from my point of view-
 Company should focus on price so that more customers buy from it.

 Company should give more effort on product quality to increase the customers and to
enhance the order.

 Company should introduce some new products so that the customer will get more
range of variety to select while purchasing.

 Company should make their order processes more convenient for customers so that
customer feels more convenient.

 Company needs to improve upon their Packaging also because maximum customers
neither agreed nor disagreed when we asked about the packaging of the company was
up to the mark.

 Company should also provide the detailed information about the product on
packaging as maximum customers were mentioned this while doing the survey.

 Company can also improve their services in terms of delivering the products and also
make it more convenient to customers.

 The customer problem should be solved on time as that would add more value to their
assets.

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CONCLUSION


 As from the entire study we came to know that, customers rely heavily on quality and
if not provided with good quality to them they can shift to the other company.

 Also reasonable price affects the buying process of Indian customers, as they want
good quality in lesser price and Kohinoor Mech. Elect. & Engineering Works success
is enviable.


 As the packaging of Kohinoor Mech. Elect. & Engineering Works is average, but still
maximum customers got satisfied as they were providing the customers with good
quality, reasonable price, discount/offers, and also solving their problem very rapidly.

 Also from the customer’s perspective, most of the customers were in a dilemma that
they want to recommend the company’s product to others because they do not want to
raise their competitor.

 Customer Satisfaction depends heavily on the services that are offered to them.

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BIBLIOGRAPHY

BOOKS


 C. R. Kothari, Research Methodology [New Age Publications], Second
Edition.

 Kenneth E.Clow and Donald E. Baack, Integrated advertising, Promotions
and Marketing Communications, [Pearson], Third Edition.

 Measuring Customer Satisfaction, Third Edition: Survey Design.

 Philip Kotler, Marketing Management [Tata McGraw Hill].





Web Sites-


 www.kohinoormechanical.com
 http://en.wikipedia.org/wiki/L'Or%C3%A9al
 www.Strategex.com
 www.ibef.org ( Manufacturing Sector & Engineering Sector )

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63. Page 63

ANNEXURE
QUESTIONNAIRE
Topic: A Study on analysis of Customer Satisfaction with respect to Kohinoor
Mechanical Electrical & Engineering Works

Q.1 How frequently do you purchase from Kohinoor Mech. Elect. & Engineering Works?-
1. Every Day
2. Every Week
3. Every Month
4. Every 4-6 months
5. Once or twice a year

Rate your answer from 1 to 5 as in- (Q.2-Q.9)
1. Strongly Agree
2. Agree
3. Neither Agree nor Disagree
4. Disagree
5. Strongly Disagree

Q.2 The Products of Kohinoor Mech. Elect & Engineering Works.
are available at reasonable price-


Q.3 Kohinoor Mech. Elect & Engineering Works provides high quality products-


Q.4 We get high range of variety of products to select while purchasing from Kohinoor
Mech. Elect & Engineering Works-


Q.5 Kohinoor Mech. Elect & Engineering Works-delivers the products on right time-



Q.6 Packaging of Kohinoor Mech. Elect & Engineering Works-is up to the mark-

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Q.7 The packaging provides detailed information about the product-


Q.8 It is convenient to place an order with Kohinoor Mech. Elect & Engineering Works-


Q.9 The discounts/offers given by Kohinoor Mech. Elect & Engineering Works-are
satisfactory.


Rate your answer from 1 to 5 as in- (Q.10-Q.12)
1. Most likely
2. Somewhat likely
3. Neutral
4. Somewhat unlikely
5. Most unlikely

Q.10 Would you recommend our product to others-


Q.11 How likely are you to use/purchase the product again-


Q.12 How likely are you to continue doing business with us-




Have you faced any problem while placing an order/receiving products/regarding quality, if
yes then-

65. Page 65

Q.13 How many times did you have to contact the head office before the problem was
corrected-
1. Once
2. Twice
3. Three times
4. More than three times
5. Problem is still unsolved

Rate your answer from 1-5 as in- (Q.14-Q.15)
1. Very Satisfied
2. Somewhat Satisfied
3. Neutral
4. Somewhat Dissatisfied
5. Very Dissatisfied
Q.14 How satisfied you are with the product-

Q.15 How would you rate your overall satisfaction towards Kohinoor Mech. Elect &
Engineering Works-



Any Suggestion-


Name-_____________________________________
Email id-___________________________________
Contact No-________________________________
Organization Name-__________________________
Date-___________

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67. Page 67

Photographs

68. Page 68


Bangalore Industrial Exhibition


Workers working inside factory

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Heavy machines

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KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING WORKS
MUMBAI