Customer Satisfaction on Madhur Dairy Product

8/12/2019 Customer Satisfaction on Madhur Dairy Product

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CUSTOMER SATISFACTION ON MADHUR DAIRY PRODUCTS

KALOL INSTUTE OF MANAGEMENT

1

CHAPTER 1

INTRODUCTION OF INDUSTRY AND COMPANY

1.1 OVERVIEW OF INDUSTRYDairy is a place where handling of milk and milk products done and technology

refers to the application of scientific knowledge for practical purpose. Dairy

technology has been defined as that branch of dairy science which deals with the

processing of milk and the manufacture of milk product on an industrial scale.

In India, dairying has been practice as a rural cottage industry since the remote past.

Semi commercial dairying started with the establishment of military dairy farms and

co-operative milk unions throughout the country towards the end of the nineteenthcentury. During the earlier each household in those countries maintained its family

cow or secured milk from its neighbor who supplied those living close by. As the

urban population increased fewer households could keep a cow for private use. The

high cost of milk production problems of sanitation etc., restricted the practice and

gradually the family cow in the city was eliminated and were all sent back to the

rural areas.

Generally farmers within easy driving distance began delivering milk over regular

routes in the cities. This was the beginning of the fluid milk-shed which surroundsthe large cities today. Prior to the 1850s most milk was necessarily produced within a

short distance of the place of consumption because of suitable means of

transportation and refrigeration.

The Indian dairy industry has made rapid progress since independence a large

number of modern milk plants and product factories has since been established.

These organized dairies have been successfully engaged in the routine commercial

.These organized bottled milk and various western and Indian dairy products with

modern knowledge of the protection of milk during transportation, it became

possible to locate dairies where land was less expensive and crops could be grown

more economically.

Indian dairy sector contributes the large share in agricultural gross domestic

products. Presently there are around 70,000 village dairy cooperatives across the

country. The co-operative societies are federated into 170 district milk producers

unions, which in turn has 22-state cooperative dairy federation.


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1.2 INTRODUCTION OF COMPANYMadhur milk union is very small is idea in all over Gujarat. Madhur dairy paid price

to milk producer in highest in Gujarat. Madhur dairy has awarded to national andinternational awards. Madhur Dairy is famous as The taste of Capital and the name

of Madhur Dairy is remembered at National level.

Madhur Dairy also branded as the The Taste of the Capital serves maximum milk

consumers in the City of the Gandhinagar which is the capital of Gujarat. Madhur

Dairy has launched various products under its umbrella which includes Milk,

Buttermilk, Dahi, Butter-oil (Ghee), Sweets, Lassi, Ice-creams, Paneer etc.

Madhur Dairy is one of the Good Performer Dairy in Gujarat. The entire Milk

Industry it becomes increasingly management to understand the developments in the

Diary Business.

Established in the year 1971 producing various type of Milk Products. 112 Village Milk producers Co-Operative Societies are Member of this Union. 38500 Milk producers are Member through Village Milk Societies. This Organization has an ISO90012008 Certified & also having ISO-22000-

2005 Food Safety Management Certificate.

95% Consumers are covered by this Union in Gandhinagar City. Many facilities are providing to his members, Like Medi-Claim, Loan for

Animal, Welfare Funds, Calcium, Animals Food, Chap-Cutter, and Insurance

for Animals & Members etc.

Organization has latest Un-Touch System Machinery for Milk Products. Nearly 493 lacs Liters milk is Collecting Every Day from Milk Producers

through Milk Co-op. Societies.

Products of this organization are Pasteurized Cow-Milk, Buffalo-Milk, Curd,Butter-Milk, Milk-Sweet, Ice-Creams, Butter-Oil (Ghee), and Flavour-Milk etc.

Cow Milk in pouch pack marketed first in India, Launch in market by theHonorable Governor of Gujarat State.

Cow ghee in pouch pack marketed first in India, Launch in market by theHonorable Governor of Gujarat State to protect the cow gender as per the Indian

culture.

Gandhinagar MADHUR DAIRY is nationally recognized. On 1st May 2011 Jammu Kashmir cooperation Minister Abdul Hamid Ansari

and MD of cooperation Bank Mahmud Ashraf make welcome visit to Madhur

dairy.


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Organization Chart

Board of Director

Managing Director

General

Manager

(marketing)

Production

Manager

Engineering

Manager

Society

Manager

Account

Manager

Store &

Purchase

Assistant

Manager

Admin

Office

Assistant

Manager

Marketing

Senior

Marketing

organizer

Marketing

Supervisor

Sales

Attendant

Assistant

Manager

Production

Technical

Officer

Shift Up

Document

Supplier

Operator

Assistant

manager

engineering

Engineering

Maintenance

Attendant

Attendant

A.M

Society

Sup.

Society

Sup.

Attendant

A.M

Account

Senior

Account

Clerk

Attendant

Store

officer

purchase

Store

Clerk

Clerk

Attendant

Vaternary

officer

Ass.Hus.

Clerk

Attendant

Junior

Officer

Senior

Clerk

Clerk

Computer

Operator

Peon

Chairman


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Company Profile

1. Name of the Company GANDHINAGAR DISTRICT COMILKPRODUCERS UNION LTD.

2. Date of Registration 6t FEBRUARY, 1971

3. Form of the Organization Milk & Milk Product

4. Type of the Unit Milk Processing Unit

5. Registration No. 1080

6. Number of Members 114

7. ProductsMilk, Butter Milk, Butter Oil, Sweets, Ice-

Cream, Dahi, Lassi, Paneer etc.

8. LocationMADHUR DAIRYKROAD, GIDC, SECTOR25

GANDHINAGAR, GUJARAT, INDIA

9. Manager [Marketing] Mr. Niranjan N. Barot

10. AuditorMr. B.P.Charel

Special Auditor [milk], Ahmedabad

11. Bankers

Bank Of Baroda, Gandhinagar

State Bank Of India, Ahmedabad

Co-Operative Bank [sector16]

Axis Bank, Gandhinagar


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Awards and Prizes

`Certificate of Merit presented from National Productivity Council in recognition of

Company performance in productivity during the year 1993-94 in a function presided

over by Hon. President of India.

Productivity Award presented from National Productivity Council in recognition for

the best productivity performance during the year 1994-95 by Hon. Prime Minister

of India.

Bhartiya Udhyog Ratnan Award presented from Indian Economic Development &

Research Association by Hon. Union Minister for chemical & fertilizers, Govt. of

India on the occasion of 18th National Seminar on `Individual Achievement &

Nation Building in 2000.

National Industrial Excellence Award presented from Indian Economic Progress

Society by Hon. Minister of State for science & technology.

The Indian Economic Development and Research Association, New Delhi (India)

has declared the KHOHINOOR OF INDIA AWARD to our organization on a

National basis for outstanding contribution on the field. It will be received on 2nd

April 2008 on the occasion of 46th national seminar on National Development

through Individual Achievements &World Peace.

Udhyog Ratna Award: The Udhyog Ratna Award is declared to this organization

presented on 11-8-2008 at New Delhi.

Life time Achievement Award: This Award Presented on 12-8-2008 at New Delhi.

International Achievers Award: International Achievers Award is also to be

awarded on 30-31 August 2008 at New Delhi.

International Achievers Award is to Chairman Dr. Shankarsinh R. Rana on 20th

September 2009 At Bangkok. (Thailand)


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Board of Directors

Dr. Shankarsinh R. Rana Chairman

Mr. Ataji K. Thakor Director

Mr. Bhikhaji H. Makwana DirectorMr. Virambhai G. Desai Director

Mr. Manuji H. Gohil Director

Mr. Raghusinh K. Bihola Director

Mr. Dashrathbhai M. Chaudhari Director

Mr. Jasvantbhai G. Patel Director

Mrs. Taraben G. Thakor Director

Mrs. Kesarben S. Thakor Director

Mrs. Hansaben R. Patel Director

Mrs. Madhuben H. Patel Director

Mr. A.K. Dhagadh (Rep. -GCMMF) Director

Mr. M.C. Shah (Rep. -NDDB) Director

Mr. D.G. Dalal Director

Mr. Rohit Mehta managing director


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1.3 Details about CompanyIn Madhur dairy, there are four forms of organization like sale, proprietorship,

partnership firms, Joint Stock Company. Further classification leads to private

limited and public limited government company and joint venture.

Gandhinagar district co-operative milk producers union ltd Madhur dairy,

Gandhinagar. This unit is four departments in this department like production

department, human department, marketing department, finance department.

Production Section (Dairy plant)

Production means creation of utilities and energy to satisfy the wants and

requirements of the people. It covers all the activities of the allocation and utilization

of resources such as laborers energy, material equipments etc.

Production is a basic function of the firm as an output. As there are so many products

of the dairy, the production departments staff is quite intelligent and hard working.

Production is a combination of the four factors land, labors, capital and entrepreneur.

In the dairy, the four factor are combined and so the production goes high day-to-

day.

There are different kinds of process doing in the different department of the

production process.

Milk receiving Department

Milk pasteurization Department

Milk Storage Department

Milk Pouch Packing Section

Butter Making Department

Ghee Making Department

Paneer Making Department

Purchase Department

The process of purchase department in Madur Dairy is Follow:-

Store Requirements

Register Supply Inquiry

Letter to Supply

Reply of Supply

Offer Letter for Shield Offer

Comparative Statement

Use Departments Opinion

Quality + Lower Price

Recommendation and Approval


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General Detail of Company

Name of the Organization:

GANDHINAGAR DISTRICT CO-OPERATIVEMILK PRODUCERS UNOIN

LTD. MADHUR DAIRY

Registered Office:

GANDHINAGAR DISTRICT CO-OPERATIVE MILK PRODUCERS UNION

LTD.

Address:

Madhur Dairy, K- Road, G.I.D.C. Sector 25, Gandhinagar-382023

E-MAIL Address:

[email protected]

Form of Organization:

Co-Operative

Types of Organization:

Medium Scale

BANKERS:

Punjab National Bank, GandhinagarBank of Baroda, Gandhinagar

State Bank of India, Gandhinagar

Ahmedabad District Co-operative Bank

Distribution Place in Gandhinagar City:

Madhur Parlor, Sector-3/A, Jalaram Complex

Madhur Parlor, Sector-7 Shopping Centre

Kamdhenu, Sector-21/1, Opposite Reliance Mall

Madhur Parlor, Sector-21/2, Vishwkarma Centre

Kamdhenu, Sector-28, Near Garden

Kamdhenu Stall, Madhur Dairy Main Gate

Madhur Parlor, Gh-5 Circle, Gandhinagar

Madhur Parlor, Sector-6/b, Gh-2 Circle

Distribution Place at Villages:

Vavol KamdhenuMilk produce mandli, Vavol

PalajOpposite New Mahakali Temple, Palaj

Adraj MotiAdaraj, Milk produce mandali, Adraj Moti

KolavdaMilk produce mandali, Kolavada
mailto:[email protected]:[email protected]:[email protected]


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UnawaNear, Bus Stand, Unawa

Gandhinagar MADHUR DAIRY is nationally recognized.On 1st May 2011

Jammu Kashmir cooperation minister Abdul Hamid Ansari and MD of cooperation

Bank Mahmud Ashraf make welcome visit to Madhur dairy.

PORTER FIVE FORCE MODEL

1. Bargaining Power of Suppliers: The term 'suppliers' comprises all sources for inputs that are needed in order to

provide goods or services. Supplier bargaining power is likely to be high when:

The market is dominated by a few large suppliers rather than a fragmented sourceof supply,

There are no substitutes for the particular input, The suppliers customers are fragmented, so their bargaining power is low, The switching costs from one supplier to another are high, There is the possibility of the supplier integrating forwards in order to obtain

higher prices and margins.

The buying industry has a higher profitability than the supplying industry, Forward integration provides economies of scale for the supplier, The buying industry hinders the supplying industry in their development.2. Bargaining Power of Customers:

Similarly, the bargaining power of customers determines how much customers can

impose pressure on margins and volumes. Customers bargaining power is likely to

be high when:

They buy large volumes; there is a concentration of buyers, The supplying industry comprises a large number of small operators. The supplying industry operates with high fixed costs, The product is undifferentiated and can be replaces by substitutes, Switching to an alternative product is relatively simple and is not related to high

costs,

Customers have low margins and price are sensitive, Customers could produce the product themselves, The product is not of strategically importance for the customer, The customer knows about the production costs of the product.3. Threat of New Entrants:

The competition in an industry will be the higher; the easier it is for other companies

to enter this industry. In such a situation, new entrants could change major

determinants of the market environment (e.g. market shares, prices, customer

loyalty) at any time.

Economies of scale (minimum size requirements for profitable operations),


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High initial investments and fixed costs, Cost advantages of existing players due to experience curve effects of operation

with fully depreciated assets,

Brand loyalty of customers Protected intellectual property like patents, licenses etc., Scarcity of important resources, e.g. qualified expert staff. Access to raw materials is controlled by existing players, Distribution channels are controlled by existing players, Existing players have close customer relations, e.g. from long-term service

contracts

4. Threat of Substitutes:

A threat from substitutes exists if there are alternative products with lower prices of

better performance parameters for the same purpose. Similarly to the threat of newentrants, the threat of substitutes are determined by factors like

Brand loyalty of customers, Close customer relationships, Switching costs for customers, The relative price for performance of substitutes, Current trends.5. Competitive Rivalry between Existing Players

This force describes the intensity of competition between existing players

(companies) in an industry. Competition between existing players are likely to be

high when:

There are many players of about the same size, Players have similar strategies There is not much differentiation between players and their products, hence,

there is much price competition

Low market growth rates (growth of a particular company is possible only at theexpense of a competitor),

Barriers for exit are high (e.g. expensive and highly specialized equipment).1.4 Features of CompanyDuring my training period at Madhur Dairy, I come to know that Madhur Dairys

Distribution Channel network works very nicely. Right now there are around 179

Centers working in Gandhinagar. With the help of Co-operative Society, Madhur

Dairy gets order from Center Owners. Center owners have to give payment within

next day. If any Center Owner is not able to pay the amount with in time limit, then

he has to bear 100 Rs as penalty. In this Distribution Channel, Co- operative Society


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has to use its own vehicles, it has to use its own Cane and has to appoint the

supervisor.

Madhur

Dairy hasmade it

very clear

from the

very

beginning

that once the truck go away from Madhur dairy then it is not their responsibility

regarding leakage For this, they also allowed supervisor to stay while loading milk

bags in the truck. But due to supervisor laziness, they not come. One more thing, it

is also required for center owner to stay at their Center Location at the time of

delivery, but mostly center owner not present while truck come. If they are present

there & if they find any leakage there, then they can approached marketing

department at Madhur dairy, where they have to filed 1 form for replacement and in

the past Madhur dairy have replaced damaged milk bag when they came there at

Madhur dairy and filled the form. But in most of the cases center owner never come

there.

MADHURs focus is largely on attracting, developing and retaining the talent

available in the market through minimal resources, cost effective administration.

MADHUR intends to strengthen culture which imparts loyalty, commitment andresponsibility into our members, to increase productivity.

Sales Report of Madhur Dairy:

The sales of Madhur milk in 2005-06 was 55890 and it has increased by 2206 for the

year

2006-07. in 2006-07 it was 58096 and in 2007-08 it was 61983, so it has increased

by 3887,

again in 2008 -09 it was 63946 increased with 1963.as per the comparison of

2009-10And 2010-2011 it has increased by 7137.

Hierarchy of the Marketing Department

Marketing Manager Mr. Niranjan N. Barot

Marketing Officer Mr. Paresh Patel

Junior Manager Mr. Kuldip Singh

Field Staff

Product wise sale of Madhur Dairy :

Milk 35147310 liter


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Time Keeping System in MADHUR:

In Madhur to maintain the record of time of employee that when he come and when

he goes, there is one punching card system to measure the time of coming and going

of the employee. Each employee has the separate computerized identity punchingcard.

All the data are stored into computer and a timekeeper saved it as a documentary

proof. When there is a power cut in the factory timekeeper notes timing of workers.

Cold Storage Plant in Madhur Dairy:

In this plant the excess milk is packed. The milk cannot be distributed in to the whole

seller at a time because it takes time to reach out and beside the time at which milk is

to be made available to the customers is also to be considered. Therefore during the

gap the milk is stored in a cold storage of the unit. The temperature in the cold

storage range from 5 degree to 10 degree Celsius and in the night the milk is

dispatched in the trucks.

Program for employees spouse and childrens like Cricket tournament,ladies sports, movie shows for children, children visit to places of interest etc.

Picnic for permanent workers once in a year. Concessional Staff bus facility. Petrol Coupons for certain grade of executives. Long Service Award to those employees who have completed more than 15

years of service in our organization.

Madhur Dairy has launched Madhur Patrika. In this Patrika they can provide

information of Madhur Dairy, Statement of Chairman, the Animal Husbandry and

news of Madhur Dairy.

Sweets 121105 kilogram.

Butter-milk 3003220 liter

Ice-cream 103186 liter

Ghee 602615 kilogram.

Paneer 1643 kilograms.


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Madhur Dairy has working on distribution channels

Main Distributors

Total Centers 175

Total Distribution 45,000 liters/Day

Total Shifts - 2 shifts

Morning 3:00 A.M to 9:00 A.M.

Evening 3:00PM. To 5:00 P.M.

Collection as per Routs in Advance

Morning - 8 Routes

Evening - 3 Routes

CollectionCommission less for society I am collection for only selling price no profit.

DepositRs. 10, 00,000/- in Advance.Day to dayCheque through

Advance 2 days Deposit - 20, 00,000/- to dairy from Society

Outlet of Own

Total 18 Agency

07 parlors

05 Kamdhenu - 3 in Village, 2 in City

Parlor - Advance collection for an order

Agency - Advance Collection for an order

KamdhenuDairys own Collection on weekly basis.


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1.5 Different Business Segment of the CompanyMadhur dairy has involved different Segmentation. The veterinary department plays

a vital role for value perception of Madhur dairy in milk producers mind.The mainfunction of the veterinary department is top give the treatment to the milk producers

animals in Gandhinagar District. The veterinary department of Madhur dairy is

provides 24 hours services for the treatment of animals. There are mainly two

functions as the type of treatment by veterinary department.

BIJ DAAN

TREATMENT INCLUDING OPERATIONS

Camp

The dairy also organize the camp in villages of Gandhinagar District. They provide

the normal treatment free for the animal in that camp. The dairy have also plan for

the time and schedules for the yearly camp.

Medicines

The Milk Marketing Federation decide that which medicines to be used and should

be purchase from company. The price of those medicines which is customers get is

decided also by the federation.

VehicleFor the visit of the various are of Gandhinagar District for the purpose to treatment

of animals the dairy provide the facility of vehicle -JEEP to the doctors. The

vehicles are mostly hired on the contract bases and its payment is given as the bases

of Kilometers. The selection of the vehicle is done as per the tender system.

Goals & objectives management

Competency management

Automated performance review

Succession, compensation, reallocation and career managementIntegration between individual performance and training

Madhur dairy has involved in different Activities. It can be execution of Madhur

Welfare Trust for the Members of Madhur Dairy. It can be segment in Welfare

Activities; Health related Activities, Educational Assistant, and other different

activities.


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Welfare Activities:

Execution of Madhur Welfare Trust for the betterment of members of MadhurParivar.

Assistance in case of hospitalization of employees and their family membersfrom prolonged illness to meet the excess expenses beyond Medi-claim limit.

Death relief fund to the family members. Annual Day Celebration.

Health related activities:

Medical Checkup of all the members on regular intervals. Health Insurance for all employees, their spouse and their first two children. Group accident coverage for all employees. Doctors visit on every alternate day at main plant & EOU.

Educational assistant:

Education fees for outstanding children of Grade VI & below Employees. Prize Distribution Awards for meritorious children of staff Members.

Other Activities:

Program for employees spouse and childrens like Cricket tournament, ladiessports, movie shows for children, children visit to places of interest etc.

Picnic for permanent workers once in a year. Concessional Staff bus facility. Petrol Coupons for certain grade of executives. Long Service Award to those employees who have completed more than 15 years

of service in our organization.


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1.6 Financial OverviewFinance department are closely selected with other department like production

department, marketing department & personnel department. Finance is the key for

any department. The efficiency of production & marketing operation is directlyintense by the manner in which the finance function of the enterprise is performed by

the finance. It has also helpful in efficiency of the personnel department.

Finance department is providing polices & producers which bring out a closer

coordination between the various functional areas of business such as production &

marketing.

The financial planning is the forecast about the future requirements of fund & use of

funds. So the production department may get the information about how much fund

is needed in future for the producing of the product.

Finance department is closely related with the production department. Almost all

kind of business activity directly or indirectly involves the according & use of funds.

For example requirement & promotion of employees in the production is clearly a

responsible of the production department but it resolved payment of wages &

salaries and other benefits and this involves finance.

Finance department are closely related with the marketing department. Because in

marketing department in the advertising distribute good & services the funds is the

necessary. The finance department is providing the funds to the marketing

department.

The personnel department is closely related with the finance department. The

personnel department is provides the manpower to the organization. But there is need

to pay wages and salary and other facilities to the workers. The finance department is

provides the funds and other facilities to workers.

So, there is a close relationship of finance with production, marketing and personneldepartment.

Bankers

1. Punjab National Bank, Gandhinagar

2. Bank of Baroda, Gandhinagar

3. State Bank of India, Gandhinagar

4. Ahmadabad District Co-operative Bank


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1.7 HISTORY OF COMPANYIndia is an agricultural country. 70% people live in the rural area. Their main

business is farming, bringing up animals and small handicraft businesses and by

working hard, they get service there is a land under plough for farming. In our

country is about 14 crores 20 lakhs and the about 9 crores 20 lakhs. So each farmer

gets about 1.5 hector land for pouching our farming is depend on rain so the farmers

fear from famine, heavy rain and in this situation, bringing us animals and dairy

business with farming help them as a supplementary business.

There is lots development in the dairy business by co-operative ways. In the dairy

business, women actively participate and doing animal husbandry activities, animal

care, collection of milk. In dairy co-operatives are collection of milk at both

morning-evening, conducting test of fat by counting milk price, they caring out

transactions, even there is lots of awareness come in the regarding reduction of

expenses related to production of milk. By watched the development of dairy

business in Gujarat and other states also making good development in this field in

co-operation head of the family.

Gandhinagar District Co-operative Milk Producers Union Ltd. Was established and

registered on 06/02/1971 under Gujarat state Co-operative Act, 1961 by some

prominent Co-operators of the Gandhinagar District with limited members and

limited societies with 3,000 Liters per Day (LPD) procurement of milk.

Nearly 20,000 litters milk is collecting every day from milk producers through Milk

Co-op. Societies. The first own processing plant was setup in 1983 at capital of

Gujarat state, Gandhinagar city with the help of Indian Dairy Association (IDA) and

National Dairy Development Board (NDDB) with the capacity of 30,000 LPD of

milk processing plant.

Products of Madhur Dairy are famous in Capital of Gujarat as a Taste of Capital

with the brand MADHUR.

In 1992-93, they 1st began a movement of arranging village level meeting to

convince primary milk producer at their door steps and it was a great moment. In

1996 the plant capacity is expanded up to 60,000 Litters per Day (LPD) and then

2002-03 the capacity is again expanded 2, 00,000 LPD.

During the year 2010-11, the union had collected a total of 493 lac liters of milk

from 41,350 members of 114 villages co-oprative milk producing societies. Daily


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Average daily collection per society is 1,175 liters. This includes 62% buffalos

milk and 38% cows milk.

At present December 2011 milk producing 1,45,000 LPD and selling 1,19,000

LPD.

112 Village Milk producers Co-operative societies are member of this Union. 38500

Milk producers are member through Village Milk societies. This Organization has an

ISO- 9001-2000 Certificate and also having ISO-22000 Food Safety Management

Certificate. 95% consumers are covered by this Union in Gandhinagar city.

Aggressiveness:

Cow milk in pouch pack marketed first in India, Launch in market by the

Honorable Governor of Gujarat state.

Cow ghee in pouch pack marketed first in India, launch in market by the

Honorable Governor of Gujarat state to protect the cow gender as per the Indian

culture.

Steering:

Name of the Managing Director: Mr. Rohit Mehta

Name of Chairman: Dr. Shankarsinh R. Rana, PhD.


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SWOT ANALYSIS of Madhur Dairy Company:

STRENGTHS;

The Madhur Dairy is having rich experience of the market.

The Madhur dairy is having a good reputation in the market.

The Madhur dairy has good customer retention ability.

Most of the Customers are fully satisfied with the Madhur Dairy Products.

The Madhur Diary has high growth market potential.

Mass production and modern technology gives the Dairy Success.

Affordableprice.

Good distribution network.

Brand image

WEEKNESS;

Lack of communication between co-operative society and center owner will

Create sometimes problem for Dairy.

All distribution channels are not well established.

Inadequate transportation facilities make milk procurement problem.

OPPORTUNITY;

The dairy has opportunity to grab the market in Gandhinagar as well as near area.

The Dairy has established the most modern and well organized unit.

THREATS;

Threat indicates challenges posed by an unfavorable trend and development that

would lead in the absence of defensive marketing actions to deterioration in sales or

profits. The dairy has a threat in the following areas.

Increasing population and requirement of milk and milk products.

There are many milk vendors in the area of Gandhinagar.

Other competitor in the market.


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1.8 Vision and Mission of Company:VISION Statement;

Madhur Dairy will be strengthening co-operative movement by making available

best quality, healthy, nutritious milk & milk products according to the customer taste

with the help of Gujarat co-operative Milk Marketing Federation to the entire

customer. It strives for excellence through commitment for the overall development

of milk producer & employees, protecting the environment, adopting the modern

technology, and the best practices prevailing in the industry.

Mission of Company;

Mission is to pay maximum price to milk producers.

Provide maximum satisfaction by qualify of milk to customer.

Product diversification 2 lacs capacity.

Reduce child morality.

Smile on every face.

Team working rather than individual.

Support to education & welfare institution.

Customers orientation and a focus on cost effectiveness, quality and services.

A self- reliant and vibrant rural economy.Sustainable development of rural India free form poverty and hunger.

Eco socio development of milk producers.

Maximum price paid to milk producers

Clean milk production.

Best quality production with food safety.

Customer satisfaction.

Provide to milk producers and milk consumers.


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1.9 Product Profile:There are many product, which is produced and selling by the Gandhinagar district

Co- operative milk producers union limited (Madhur dairy). The process though

different stages packed under the name of Madhur & Madhur

Product List of Company:

Madhur products

Milk

Madhur Milk (200ml)

Madhur Taza (500 ml)

Madhur Shakti (500 ml)

Madhur Gold (500 ml)

Madhur Cow-Milk (500 ml)

Butter oil (Ghee)

Madhur Ghee All

Madhur Cow-Ghee (500 ml)

Madhur Butter Milk (500 ml)

Madhur Dahi (200 & 500 ml)

Madhur Paneer

Madhur Lassi

Ice-Cream

Madhur Ice-Cream

Madhur Choco bar

Madhur Mango Dolly

Madhur Family Pack Ice-Cream

Madhur Con

Madhur Sweet

Madhur Shrikhand

Gulab Jambu

Barfi (Rajwadi Barfi, Chocolate Barfi)

Mohanthal

Kaju-Katri


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MADHUR MILK: - Firstly, raw milk received by the tanker from the district co-

operative dairy in this section. The tankers of raw milk are checked here for the

quality of the milk by the quality control laboratory. If the milk is acceptable,

computer initiates the action for unloading the milk tanker. The milk is unloaded by

the unloaded pumps & is passed through the milk chillers were its temperature isstored in the raw milk storage silos.

There are two lines in this section one is milk pasteurizing & second is milk

standardizing. In first line milk is passed through the heat exchanges, where it is

heated to certain pre-determined temperature. Milk is taken out of heat exchanges &

passed through the centrifuge where fat is adjusted to required percentage. The

surplus fat is stored for ghee making in storage tanks. And pasteurized milk is taken

to silos.

In second line milk is passed through milk separators.The standardized and

pasteurized milk is taken to the milk packing section by pumps and stored in the

buffer tanks, the milk flows to the packed in pouches of predetermined volume.

These packed pouches are stored in the cold storage room. There are different types

of milk product which are produced in Madhur dairy, like toned milk, standard milk,

cow milk etc.

BUTTER OIL (GHEE):-After milk separation milk scanning is done. Here excess

of cream is extracted from the milk through cream separators. The scanning of milk

is done till they get 99% fat and then it is changed in to ghee is than sent for quality

testing in QAL.After it confirms to the laid standards after checking ghee is sent for

packing.

The packing is done in tin cans or pouches like that of milk and marketed under the

brand name of MADHUR GHEE. The packed ghee is started in the ghee storage

department.


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MADHUR ICE-CREAM: -Madhur Ice-Cream is made from milk and milk

products, and sugar stabilizers. It contains milk fat 14.5 %, total solids 41%, sugar 15

% and protein 4.1 %. Its food energy value is cal. Per 100 ml-196-7 Kilo cal. It ispacked in 50 ml.cap, 100ml.cup, 500ml.pack, candies and cones. Various varieties of

ice-creams can be made from the basic mix by addition of required amount of

flavors, dry fruits & nuts.

MADHUR PANEER: - Madhur Paneer is Equivalent to Cream Cottage cheese.

Packing Diced Paneer - 100 g, 200 g & 1 kg Available. Block Paneer - 200 g & 1 kg.It is Composition Milk Solids, Citric acid and Common Salt. Nutritional Information

289 kcal / 100 g


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MADHUR BUTTER MILK: - Madhur Butter Milk is Pasteurized Buttermilk

meets the PFA standards. Packing of butter milk in Poly Pack - 500ml it is

Composition FAT (%) 1.0, SNF (%) 5.5, Acidity 0.8% Max. 48 Hours from the date

of packing if kept under Refrigeration below 8C

MADHUR DAHI:- Madhur Dahi made from Pasteurized Toned Milk

Packing of Dahi in Poly Pack - 250 gm., 500 gm., 1 kg * Cup100 gm., 250 gm.,

500 gm. Shelf Life of Poly Pack - 7 Days from the date of packaging and in Cup - 15

Days. Storage condition Under Refrigeration.


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1.10 Future PlanMadhur Dairy is planning to launching new product & expanding capacity in current

product as under:

1. Madhur SMP (skimmed Milk Powder)

2. Madhur Mineral water (drinking water plant)

3. Madhur Tea (Tea Patti)

4. Madhur Chocolates

5. Madhur Paneer (Expansion)

6. Madhur cued (Expansion)

7. Madhur cattle feed

8. Madhur Ready to eat foods and Namkeens

Further, plans to set up Madhur biscuit factory also for side product, thereby sharing

its income amongst milk producers, the milk producers shall be strengthened

financially. Upon enhancement of financial strength of milk producers, their family

shall prosper better.

Shortly initiate action to link through internet 114 member milk societies of Madhur

dairy thereby Madhur dairy may remain in constant touch of milk societies.

Plans to furnish information by setting up LCD TV screen at premises of all member

milk societies to member milk producer brothers/sisters regarding milkCattle rearing, how to enhance milk production, how better cattle care can be

imparted, cattle feed, animal diseases and treatment and agro oriented information.

Set up a system so that same time video conference can be held with 114 milk

societies, thereby any information can be transmitted immediately and collectively to

societies and inquiries can be held for special information and exchange of questions

and thoughts can be executed speedily.

As government has launched 114 Ambulance service, I have plans to launch 109Ambulance service for member society milk producers of Madhur dairy so that

immediate medical treatment can be provided when milk producers or their family

members face physical difficulty or sudden illness.

Madhur dairy intends to set up residential school for children of milk producers, of

employees of milk societies and Madhur dairy to ensure that the development of

children of milk producers of Madhur dairy as per other children or financially sound

people is ensured.


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1.11 Quality ControlMadhur Dairy Gandhinagar is committed to:

Improve lifestyle of member milk procedures. Achieve highest customer satisfaction by consistence supply of good quality safe

milk and milk products.

Strengthening co-operative structure. Up gradation of process and application of innovative techniques. Providing milk product and services per excellent for total customer satisfaction. Implementation of innovation welfare schemes and services for social economic

development of milk procedures.

Application of eco-friendly process and operations. Development of motivated dedicated and devoted work force


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CHAPTER -2

Concept &Literature review


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Liking towards the brand itself can influence liking for the brand (Hawkins, Best &

Coney, 1992). However according to study by Biehal, Stephens and Curlo (1992)

whether consumers like or dislike the product does not necessarily lead to brand

acceptance or rejection. So, even though consumers may like the product that theysee, it does not necessarily mean that they will go out and buy the brand.

SMITH MARSHAL (2000): Customers satisfaction measures the customer

perceptions of how well the company delivers on the critical success factors and

dimensions of the business. These usually include factors like services promptness,

staff responsiveness, and understanding the customers problem.

ADRIAN THOMPSON (2002): Those consumers feel valued wanted and loved

when,

1. Encourage face to face dealings.

2. Respond to message promptly and keep your customers informed.

MILSON (2003): Found that several authors maintain that it is nothing short of folly

to teach rules and marketing staffs the fewer points of quality control in the

manufacturing process, forgetting that it is these very people who have the most

direct contact with the companies customers.

KELLY WHITNEY (2006): Customer advocacy and customer satisfaction the

typical measurements around customer satisfaction of service delivery are customeradvocacy or customer loyalty is typically very different and there are questions

around willingness to repurchase and willingness to recommend you to others.

A SARINGAPANI (2006): It is a proven fact that cost of retaining customer is much

lower than acquiring a new one and the industry not only building relationship but

also financial returns.

SREEKUMAR P (2007): Customer attitude and customer perceived value can be

improved by managing customer interaction under the wider perspective of CEM.

Understanding the various experience points especially under the complex

environment of many outsourced functions, and managing them with the use of

relevant IT TOOLS can ensure less customer attrition and long term profitability.

The focus should shift from operations and service based by analyzing the

multipoint customer interactions and understanding that customer satisfaction needs

a holistic approach covering all possible contact points through which customer

experience is delivered.


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CHAPTER 3

RESEARCH METHODOLOGY


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3.1 Research Objectives

Basic concept of measurement and selling:

Once a research objective is finding and particular plan of action is chosen to solve

the problems that general plan set direction in the three major stages of gathering

primary data.

Designing questionnaires and related instrument for data collection

Planning sampling techniques and size.

Determining field procedures for the field workers.

The tasks in designing and writing the data collection forms to be used, particularly

the data by questions rather than observation.

In non-probability sampling method do not provide every elements of the populationany known chance of being selected in the sample. In non-probability sampling

method, the convenience sampling is used in my marketing research survey for milk

of Madhur Dairy. Under convinces sampling the samples are selected at the

convenience of the researcher investigation.

MARKET RESEARCH

Various authors have defined it in different way. Research starts with the question or

problem. Its purpose is to find out answer to question through the application or

scientific method. It is systematic and intensive study directed to word a more

complete knowledge of the subject study. Research can be classified in to two broad

categories.

a. Basic research

b. Applied research

Market research is systemic and objective study of problems relating to the market of

goods and services. It may be emphasized that is not restricted to many particular

area of marketing. But it is applicable to all phase of aspect.

Marketing research is a key of education of successful marketing stretchy ofprogrammed research is used to study competition and analyses the competitors

product positioning and how to gain competitive advance stage. It is also an

importance tools to study consumer opinion. The systematic and objective search

for an analysis so information relevant to the identification and solution of any

problems in the field marketing

Marketing research is the systematic design collection and reporting of data and

finding relevant to a specific marketing situation facing the company.


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SELECTED PROBLEM FOR STUDY

In my Research study my topic is CUSTOMER SATISFATION OF MADHUR

DAIRY PRODUCT.

First Step in marketing research is clearly state the problem statement, which is

stating the management dilemma, its background, its consequences and the resulting

management question.

Past and presently every organization focus on the customers feedback, because

Customers feedback it is most important and easy way to increase business. After

the get feedback i know what the problem of our customer. On that basis i try to

solve their problem and increase business.

After the get feedback i know what is their problem? May be i know customer

Problem regarding price, Quality, Quantity, Packing Size, Freshness of product,

availability of product, Purchase place, Behavior of Dealer as well as retailer ,any

complain etc. and should try to this problem. And know what is customer actually

wanted?


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3.2 RESEARCH DESIGN

Research Design is the plan, structure, and strategy of investigation conceived so asto obtained answers to research questions and to control variance.

The definition consists of three importance term plan structure & strategy.

TYPE OF RESEARCH

1) Exploratory research

2) Descriptive research

3) Causative research

On the context of my topic consumers opinion survey, I had selected descriptive

research. Descriptive research is carried out to descriptive a phenomenon or market.

characteristics of the target market is a descriptive research continuing the above

example of services quality are search done on now customer evaluating the quality

of competitive services institution can be considered as an example of descriptive

research. Generally descriptive research is carried out only when the researcher

understand be phenomena or opinions characteristics.

Descriptive study can be divided in to two broad categories cross sectional &

longitudinal of the two, the former types of study is more frequently used.

Cross classification has two methods to research.

1) Cross field

2) Survey


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3.3 SAMPLING PLAN

Sample Size: Sample size is proportion of population in this survey includes 100consumers as respondents for making the reports.

Sample Techniques: The sampling method or design describes the procedure by

which sample is selected. There exist two classes of method.

1. Probabilities sampling method

2. Non probabilities sampling method.

In probabilities sampling method every element of population has a known chance of

being selected as sample but the survey of the customer feedback of dairy product.

Only study purpose and it is not possible to give equal chance of every element so in

my project the non-probabilities sampling method is used.

In the non-probability sampling method do not provide every element of the

population any known chance of being selected in the sample. In non-probability

sampling method, the convenience sampling is used in my Marketing research

survey for milk of Banas dairy under convenience sampling the sample is selected at

the convenience of the research investigators.


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3.4 DATA COLLECTION

There are two types of sources of gathering marketing information namely primarysources and secondary sources.

Primary Data

The primary data are those, which are collected fresh and for the first time, and thus

happen to be original in character. Here I have collected the primary data through

survey of customer who use products of Madhur through questionnaire.

Secondary Data

The secondary data are those which have already been collected by somewhere else

and which have already been passed through the statistical process. The secondary

data was collected from company books, company brochures, different websites and

other human resource management books whereas the Primary data was collected by

using Questionnaire and getting them filled personally.

Research Approach

Primary data can be collected in the ways observation, focus group research survey

and experimental research. In my marketing research survey i had collected primary

data through survey research. Survey best suited for descriptive research and it is

only concerned with getting practical knowledge. I had undertaken survey to learn

about peoples knowledge, beliefs, preference and satisfaction of Madhur dairy

products.

Research Instrument

Marketing research has choice of two main research instruments in collecting

primary data, questionnaire and mechanical devices. In my marketing research

survey i have used a questionnaire for collecting data. A questionnaire consists of a

set of questions presented to respondents for their answers. The questionnaire is the

most common instrument used to collect primary data. A questionnaire consists oftwo types of questions close ended and open-ended questions. Close-ended questions

refer to provide two or more possible alternatives to the respondent. And the open-

ended questions allow the respondents to answer in their own words. In my

marketing research I have used both types of questions in questionnaire.


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3.5 STATICAL TOOLS FOR DATA ANALYSIS

Analytical Tools

In this PERCENTAGE METHOD and SWOT ANALYSIS has been used.

Presentation Tools

Bar Diagrams and Pie Charts has been use for presenting the result of Survey.

LIMITATIONS AND CONSTRAINTS

The response from the respondents could be casual in nature. This may be due to

lack of interest or time on their part.

The correctness of Information provided by the respondents in the personal data

could not be established.

Some of the information provided by the respondents might not be correct.

Getting timely responses from the respondents was a difficult task.


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3.6 Data Analysis and InterpretationAs global competition increases, maintaining customer loyalty is more important

than ever. Dissatisfied customers now have many options, with dozens of companiesfrom around the world competing for their business. It is crucial for every

organization to retain loyal customers by maintaining a high level of customer

satisfaction. However, sustaining an environment conducive to customer satisfaction

is a difficult task without a strong understanding of the data surrounding customer

satisfaction surveys

(1)Do you know about dairy products?

Interpretation:-

These graph and table shows that 100%respondents know about the dairy product.

Dairys product have good image in market and mostly person know about the

dairys product.

0

20

40

60

80

100

Yes No

Respondents

Respondents

Scale Respondents

Yes 100

No 00


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(2)Which Dairy products are you using?Scale Respondents

Madhur 80

Amul 15

Other 05

Interpretation:-

These graph and table shows that 80%respondents are using Madhur Dairys

products.15% respondents are using Amul Dairys Products. And 5% respondents

are using other Dairys products.

0

10

20

30

40

50

60

70

80

Madhur Amul Other

Respondent

Respondent


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(3)How frequently do you purchase the Madhur Dairy products?

Interpretation:-

From the above analysis i can see that above 96% people of Gandhinagar are daily

purchases dairy milk, the users of butter milk is also in good demand, peoplegenerally purchase ghee by monthly and sometime as required, people also purchase

ice-cream by weekly and monthly as per their desire, generally most of people

purchase sweets by monthly or sometimes. People also purchase sweet for

sometimes.

0

10

20

30

40

50

60

70

80

90

100

Milk Butter Milk Ghee Ice Creams Sweets

Milk

Butter Milk

Ghee

Ice-Cream

Sweets

Parameter Milk Butter Milk Ghee Ice-cream Sweets

Daily 96 50 - - -

Weekly 03 32 - 16 -

Fortnightly 01 12 08 28 -

Monthly - 04 26 38 12

Sometimes - 02 66 18 88


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(4)For whom do you purchase a product?Scale Respondents

Self-Use 83

Selling Purpose 10

For make another Product 07

Interpretation:-

From above the graph and table shows that 83% people using products for self-use.

10% people for selling purpose and 7% people using for make another products.

0

10

20

30

40

50

60

70

80

90

Self-Use Selling Purpose Make another

Product

Respondent

Respondent


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(5)How do you know about Madhur dairy and its products?Scale Respondents

Advertisement 50

Newspaper 20

Friends 30

Total 100

Interpretation:-

Out of 100 respondents 50% respondents know about the Madhur dairys productthrough advertisement. 20% respondents know about the Madhur dairys product

throughnewspaper. 30% respondents know about the Madhur dairys product

through friends. Some can say that advertisement is good way for awareness of

products.

50

20

30

Advertisement Newspaper Friends


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(6)From where do you purchase a product?Scale Respondents

Dairy 12

Dealer 15

Retailer 73

Interpretation:-

From above graph analysis out of 100 respondents 12% peoplepurchase Madhur

dairys products with Dairy.15% people purchase with dealer and 73% people

purchase with retailer.

0

10

20

30

40

50

60

70

80

Dairy Dealer Retailer

Respondent

Respondent


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(7) Are you satisfied with the packing of Madhur dairy products?

Scale Respondent

Yes 100

No -

Interpretation:-

Out of 100 customers I can analyses thatall customers are Satisfied with the packingof Madhur Dairys products.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No

Respondent satisfied with packing

Respondent satisfied with

packing


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(8) Which brand Milk of Madhur dairy do you use Purchase?

Parameter Respondents

Madhur Taza 33

Madhur Gold 27

Madhur Shakti 30

Madhur Cow Milk 07

Other dairy product 03

Interpretation:-

From the above analysis 33% people of Gandhinagar are using Madhur Taza Milk.

27% people are using Madhur Gold Milk. 30% people are using Madhur Shakti

Milk. 7% people are using Madhur Cow Milk and 3% people are using other dairy

products milk.

0

5

10

15

20

25

30

35

Madhur

Taza

Madhur

Gold

Madhur

Shakti

Madhur

Cow Milk

Other dairy

product

Respondents

Respondents


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(9) Please give the opinion according to Quality of dairy product?

Interpretation:-

The above chart shows that 68% respondents are satisfiedwith products and service,

28% respondents gives medium rate, and 4% respondents are dissatisfied of

respondents.

0

0.2

0.4

0.6

0.8

1

1.2

Column1


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(10) Are you satisfied with the weight/Quantity of Madhur dairy products?

Parameter Respondent

Yes 92

No 08

Interpretation:-

From the above table out of 100 respondents 92% people are satisfied with the

quantity of Madhur dairys products and 8% people are not satisfied with the

quantity of Madhur dairys products.

0

10

20

30

40

50

60

70

80

90

100

Yes No

Respondent Satisfied with the Quantity

Respondent Satisfied with

the Quantity


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(11) According to you what do you think about the product price of Madhur Dairy in

Compare to other dairy products?


High 08

Moderate 27

Low 65

Interpretation:-

From the above table out of 100 respondents 8% people are says Madhur milk price

is high. 27% person are says milk price is moderate and 65% person are says Madhurmilk price is low.

0

10

20

30

40

50

60

70

High Moderate Low

Respondents of Price of Product

Respondents of Price of

Product


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(12) What is your preference towards Madhur Dairy?

Scale Respondents

Positive 70

Negative 10

Neutral 20

Interpretation:-

From the above table out of 100 respondents 70% respondents are shows their

attitude towards Madhur Dairy is highly positive, 10% customers shows negative

response, 20% customers shows neutral response towards the Madhur dairys

Products.

0

10

20

30

40

50

60

70

80

Positive Negative Neutral

Respondents Preference

towards Madhur Dairy


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(13) How do you rate Madhur Dairy products?


Good 62

Satisfactory 30

Poor 08

Interpretation:-

The above chart shows that 62% people give good rate of Madhur dairys product,

30% people are satisfactory with dairy product, and 8% people givepoor rate of

Madhur Dairys products.

0

10

20

30

40

50

60

70

Good Satisfactory Poor

Respondents Rate of Products

Respondents Rate of

Products


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(14) What are the reasons which reduce your satisfaction by Madhur products?

Factors Respondents

Price 10

Thickness of milk 15

Availability 10

Taste 05

No Problem 60

Interpretation:

From the above table out of 100 people 10% respondents are dissatisfaction towards

Madhur Dairy due to price, 15% think about thickness of milk, 10% dissatisfied due

to availability of products, 05% people think about the taste, and 60% respondents

have no problem with Madhur Dairy.

0

10

20

30

40

50

60

Price Thickness Availability Taste No

Problem

Respondents

Respondents


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(15) How do you rate the availability of Madhur Dairys products?

Scale RespondentsGood 60

Neutral 37

Poor 03

Interpretation:-

The above chart shows that 60% people got availability of dairy product, 37% people

got availability of dairy product sometime, and 3% people do not get services of

Madhur Dairy products every times.

0

10

20

30

40

50

60

70

Good Neutral Poor

Respondent


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(16) Do you recommend your Relatives and Friends to use dairy products?

Scale Respondents

Yes 90

No 10

Total 100

Interpretation:-

From the above table out of 100 respondents, 90% respondents are recommend to

others and 10% respondents are says no.

0

10

20

30

40

50

60

70

80

90

Yes No

Recommend of Respondent

Recommend of Respondent


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(17) Do you complain if any defect in the dairy products?

Parameters Respondents

Yes 10

No 90

Interpretation:-

From the above table out of 100 respondents, All 90% respondents are satisfied with

the dairy product. They have no complained with the dairy products. And 10%

respondents have complained in different products of Madhur dairy.

0

10

20

30

40

50

60

70

80

90

Yes No

Respondent of Complain in Product

Respondent of Complain in

Product


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3.7Contact MethodThe method of contact is personal and the respondents are approached with the

research instrument.


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CHAPTER4

FINDINGS


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I take sample size was 100 people to survey from the different areas of Gandhinagar.

The report also includes finding the important facts about the Madhur Dairy.

80% customers are using Madhur dairys products. Above 68% customer are quite satisfy with Madhur Dairy. Only 12% customers give negative preference towards Madhur Dairy. The price of Madhur Dairy products is lower in the market. There are certain reasons which reduce the customer satisfaction level by product

price, thickness, taste, smell, purity and so on.

The packaging system of Madhur Dairy products is very good. In the area of Gandhinagar many customers informed their friends, relatives and

other people about Madhur Dairy.

No complains of Madhur Dairys products.


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CHAPTER5

CONCLUSION


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Iwould like to say that Madhur dairy has got a unique position among the milk

production industry. There are number of competitors in the market but Madhur

dairy is doing all processes very fast in the era of globalization, liberalization and

privatization due to best quality of the product.

From the survey carried out, it can be concluded that in general most of the

customers are satisfied with the quality aspect. No doubt that Madhur Dairys

distribution channel is working effectively. The customer Satisfaction level is also

quite satisfactory and most of them will recommend Madhur Products to others.

Madhur Dairy is having a good man powers and Dr.Shankarsinh R. Rana well

experience in this field as a chairman of Madhur Dairy , than what else it need.

As per opinion about the Madhur Dairy would have wide scope of development in

coming year.

The motto of unit is customer satisfaction and leadership in the market. I think that

future of company is really bright because of Madhur dairy is providing quality

products.


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`

CHAPTER6

SUGGESTION


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Madhur Dairy should increase its advertising and publicity. To organize motivation programmed for booth and parlor owner. Madhur dairy should focus on the retention of the existing clients by improving

the service rather than trying to increase of clients. This ensures clientssatisfaction and also increases its goodwill.

Madhur dairy should have own website. They have to think about making onlinetheir all data which they are maintaining manually. Due to this, they will get the

right information fast.

The company should try to educate the potential customer by arrangingconference and make them aware of the benefits of the quality products.

Company should try to decide the moderate price of milk product because someof the customers have very careful about the price of the milk and other product.

Company should try to increase more kamdhenu shop in area of theGandhinagar.


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ANNEXURE

CONSUMER QUESTIONNAIRE

Dear Sir /Madam,

I am M.B.A. student from Kalol instution of management. I am doing

project on customer satisfaction on madhur dairy milk product and for

that purpose I would like to collect some information from you. This

information would be kept strongly confidential and will be used only for

academic purpose.

CUSTOMER PROFILE

NAME : _________________________________________

AGE : Under 20 [ ] 20-35 [ ]

35-50 [ ] 50 and above [ ]

GENDER : MALE [ ]

FEMALE [ ]

OCCUPATION : _______________________________

CONTACT NO. : ________________________________

EDUCATION QUALIFICATION : ________________________________


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1) Do you use Madhur Dairy product?A. Yes [ ]

B. No [ ]

2) How offen you purchase milk of madhur dairy?Parameter Milk

Daily

Weekly

Fortnightly

Monthly

Sometimes

3) For whom do you purchase a product?A. Self-Use [ ]

B. Selling Purpose [ ]C. For make another Product [ ]

4) How do you know about Madhur dairy Products?A. Advertisement [ ]

B. Newspaper [ ]

C. Friends [ ]

5)

From where do you purchase a product?A. Dairy [ ]

B. Dealer [ ]

C. Retailer [ ]


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6) Which brand Milk of Madhur dairy do you purchase daily?A. Madhur Taza [ ]

B. Madhur Gold [ ]

C. Madhur Shakti [ ]D. Madhur cow milk [ ]

E. other dairy milk brand [ ]

7) What is your preference towards Madhur Dairy?A. Positive [ ]

B. Negative [ ]C. Neutral [ ]

8) How do you rate Madhur dairy products?A. Good [ ]

B. Satisfactory [ ]

C. Poor [ ]

9)What are the reasons which reduce your satisfaction by Madhur products?

A. Price [ ]

B. Thickness [ ]

C. Availability [ ]

D. Taste [ ]

E. No Problem [ ]

10) Do you recommend your Relatives and Friends to use Madhur Dairys Products?

A. Yes [ ]

B. No [ ]

11) Do you complain if any defect in the dairy product?

A. Yes [ ] which______________?B. No [ ]


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Thank you for completing this Questionnaire.

Documents

Customer Satisfaction on Madhur Dairy Product