A Study on Customer Satisfaction in Vijaya Dairy

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    ASTUDYONCUSTOMERSATISFACTIO

    N IN

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    VIJAYADAIRY INTR ODUCTIONDairying has

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    emerged as adynamicinstrument traise

    thes ci !

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    ec n micstatus

    " rura# $e $#ethr ughem$# yment

    andinc me

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    generatin% The

    dairy"armersare n t

    n#y &ene"ited

    &y mar 'eting t

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    he mi#'and mi#' $r ducts &uta#s "rmharnessing

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    #i)est c'(ea#thand arange " anima#

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    $r ducts%

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    Dairyinghas

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    "agricu#t

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    ure%E"" rtsare

    &eingmade t

    rgani*eit as an

    industrythr ugh

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    c !$erati)

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    &een atraditi n

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    a# rura#h useh#d

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    cia##y)iae" r # ngandremainedun rgan

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    thesuccess

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    $erati)es inmany states dur ingOperation

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    II, $e $#e/s

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    emergedin thedairysect r%Since0120.the

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    mi#'thr ughthec $erati)es has

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    num&er" mi#'

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    ing u$ dairy units and c

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    " $#entyand

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    9 "therura#"armers

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    thesma##"armers.margina# "armer s and agricu#tur a# #a& r

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    P R AB H AT H I NS T I TU T EO F CO M PU T E

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    R S CI E N CE P ag e0

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    ASTUDYONCUSTOMERSATISFACTIO

    N IN

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    VIJAYADAIRY=Amu#=

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    erc nscius

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    in >airadistrict t

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    tis"acti n isseen as a 'eydi""erentiat randincreasing#y has

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    u&stantia# & dy " em$irica# #iterature that estaishes the &ene"its

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    ust mer s (hi#etargeting n n!cust mersBMeasuring

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    S T I TU T EO F CO M PU T ER S CI E N C

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    E P ag e?

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    ASTUDYONCUSTO

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    and0133de#i)ered S V GU A - (hich

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