Embed Size (px)
Citation preview
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: [email protected]
MAAZ AHMAD KHAN
MBA (MARKETING)ROLL NO. 96
