customer satisfaction ppt

A PROJECT REPORT ON “A STUDY ON ANALYSIS OF CUSTOMER

SATISFACTION WITH RESPECT TO KOHINOOR MECH. ELECT. & ENGINEERING

WORKS”FROM

KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING WORKS

BYMAAZ AHMAD KHANBATCH ( 2014-2016 )

UNDER THE GUIDANCEPROF. MANGESH ASAWALIKAR

TITLE OF THE PROJECT

“A STUDY ON ANALYSIS OF CUSTOMER SATISFACTION WITH RESPECT TO

KOHINOOR MECHANICAL ELECTRICAL AND ENGINEERING WORKS”

OBJECTIVE OF THE STUDYTo study the customer satisfaction level for the

company Kohinoor Mech. Elect & Engineering Works.

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

To analyze complaints of customers towards products and services.

To develop effective solution to the problems faced by customers.

SCOPE OF THE STUDYTo find out prospective customers.

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

It is helpful to perceive the customers.

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

COMPANY PROFILEKOHINOOR MECH. ELECT. & ENGINEERING WORKS MANUFACTURING COMPANY LOGO

VISION We will be in the top 3 to manufacture & supply complete

undercarriage solution in India by 2017.

The company maintains a large stock of raw materials and semi-finished products, which enables us to respond quickly to customer’s need.

MISSION To aggressively grow the company by achieving

product quality, value and timely delivery.

KEY CUSTOMERSJCB Manufacturing ltdAT&G Global Solutions (UK)VIETZ GMBH (Germany)ATLAS COPCOL & T LTD.

PRODUCTSK- TRACKKI FITSK PUMPSFIXTURES & FITTINGSOIL FIELD EQUIPMENTSEARTH MOVING MACHINERYSPARE PARTSPLASTIC SCRAP GRINDERMIXERFABRICATION WORKS

PRODUCTS OF KOHINOOR MECH.

ELECT. & ENGINEERING

WORKS

LIMITATIONS OF THE STUDYThe survey was limited to Mumbai city due to the

limitation of time.

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

When the user/buyer are busy we can‘t get accurate data from them.

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

RESEARCH METHODOLOGYResearch Problem “ A Study on Analysis of Customer

Satisfaction with respect to Kohinoor Mech. Elect. & Engineering Works “

Research Type Descriptive Research

Sampling Techniques

Simple Random Sampling

Sampling Unit Customers from Mumbai & Sub-Urbans

Sampling Size 60 Respondents

Customer Type Frequent buyers as in: K-FIT, K-TRACK, K-PUMPS

Method Face to face interview / Personal interview

Tools used for interview

Structured Questionnaire

DATA ANALYSIS & INTERPRETATIONThe Products of Kohinoor Mech. Elect. & Engineering

Works are available at reasonable price.

Strongly Agree; 39;

65%

Agree; 16; 27%

Neither Agree nor Disagree; 4; 7% Disagree; 1; 2%

PRODUCTS AVAILABLE AT REASONABLE PRICE

Strongly AgreeAgreeNeither Agree nor DisagreeDisagreeStrongly Disagree

From this analysis it is observed that 65% customers are strongly agree that Kohinoor products available at reasonable.

2. Kohinoor Mech. Elect. & Engineering Works provides high quality products.

Strongly Agree; 38;

63%

Agree; 19; 32%

Neither Agree nor Disagree; 3;

5%

PROVIDES HIGH QUALITY PRODUCT

Strongly AgreeAgreeNeither Agree nor DisagreeDisagreeStrongly Disagree

From this analysis it is observed that maximum respondents i.e. 63% of respondentsare strongly agree that Kohinoor company provides high quality products. Company mainly focus on product quality.

3. How satisfied you are with the product

Very Sat-isfied; 42;

70%

Somewhat Satisfied; 14; 23%

Neutral; 4; 7%

SATISFIED WITH THE PRODUCT

Very SatisfiedSomewhat Sat-isfiedNeutralSomewhat Dissat-isfiedVery Dissatisfied

It is observed that 70% of respondents are very much satisfied with Kohinoor Product. This is the testimony to the fact that the company satisfies the needs of their customers.

FINDINGS 65% of the customers strongly agreed that the products are available at

reasonable price.

63% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works provides high quality products.

60% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time.

43% of customers strongly agreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark.

77% of customers most likely to recommend our products to others. As it finds that it gives good brand name to company.

70% of customers are very satisfied with the products offered by Kohinoor Mech. Elect. & Engineering Works.

SUGGESTIONSCompany 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 also provide the detailed information about the product on packaging.

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

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

CONCLUSIONAs 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.

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

Contact us-Kohinoor Mechanical Electrical& Engineering Works

29/30, VeenaDalwaiIndustrial Estate, S.V.Road

Jogeshwari (W), Mumbai-400102Contact no- 9967874779Tel: +91-022-26780974Fax: +91-022-66952098

Website: www.kohinoormechanical.comEmail id: kohinooreng@gmail.com

info@kohinoormechanical.com 

MAAZ AHMAD KHAN

MBA (MARKETING)ROLL NO. 96