Project Report on Customer Satisfaction Work

S.A. Engineering Works (India) Pvt. Ltd

1. INTRODUCTION

MarketingMarketing is a human activity directed at satisfying needs and wants through

exchange process it has been reviewed as an on going process involving a set of

interacting activities dealing with a market adoring the product and services to

consumers on the basis of reliable market anticipation.

Marketing involves a large number of activities such as market research produce

development, distribution, pricing, advertising and personal selling. Marketing

combines several activities designed to sense serve and satisfy consumer needs while

meeting the goals of the organization.

“Marketing is so basic that it can’t be considered a separate function. It is the whole

business seen from the point of view or its final result; that is from the customer’s

point of view”.

- Peter Druckers

1Padmashree Institute Of Management Studies


The American Marketing Association defines marketing as, “the performance of

business activities that direct the flow of goods and services from producers to

consumers or users”.

According to Philip Kotler, “Marketing is a set of human activities directed at

facilitating and consuming exchange of products and services through transaction to

satisfy human needs and wants”.

Marketing is a social and managerial process by which individual and groups obtain

what they need and want through creating, offering and exchanging products and

services of value with others.

Understanding of these various definitions bring out the following core concept of

marketing: needs, wants and demands, products (goods, services and ideas), value,

cost and satisfaction, exchange and transaction, relationship and networks, markets,

marketers and prospects. Needs wants Products Value Cost And Demands (goods,

services Satisfaction & Ideas) Exchange & Relationships Marketers Transaction &

Network Markets &Prospects.



1.1 INTRODUCTION OF THE TOPIC

CUSTOMER SATISFACTION: A business term is a measure of how products

and services supplied by a company meet or surpass customer expectation. It is seen

as a key performance indicator with in business and is part of the four perspectives of

a balanced scorecard.

In a competitive market place where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element

of business strategy.

Customer satisfaction is the level of person’s felt state resulting from comparing a

product’s perceived performance in relation to the person’s expectation. Thus the

satisfaction level is a function of the difference between perceived performance and

expectations.

Customer satisfaction is an abstract concept and the actual manifestation of the state

of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and physical

variables which correlate with satisfaction behaviours such as return and recommend

rate. the level of satisfaction can also vary depending on other factors the customer,

such as other products against which the customer can compare the organization’s

product.



1.2 IN MARKETING WHAT IS CUSTOMER SATISFACTION

IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business. Customer satisfaction levels can be

measured using survey techniques and questionnaires. Gaining high levels of

customer satisfaction is very important to a business because satisfied customers are

most likely to be loyal and to make repeated orders and to use a wide range of

services offered by a business.

The need to satisfy customer for success in any commercial enterprises is very

obvious. The income of all commercial enterprises is derived from the payments

received for the products and services to its external customers. Customers are the

sole reason for the existence of commercial establishments.



Since sales are the most important goal of any commercial enterprise, it becomes

necessary to satisfy customers. For customer satisfaction it is necessary to establish

and maintain certain important characteristics like:

a. Quality

b. Fair prices

c. Good customer handling skills

d. Efficient delivery

e. Serious consideration of consumer complaints.

Satisfaction is the feeling of pleasure or disappointment attained from comparing a

products perceived performance (outcome) in relation to his or her expectations. If the

performance falls short of expectations, the customer is dissatisfied. If the

performance matches the expectations, the customer is satisfied. If the performance

exceeds expectations, the customer is highly satisfied or delighted.



1.3 MEASURING CUSTOMER SATISFACTION

Organizations need to retain existing customers while targeting non-customers

Measuring customer satisfaction provides an indication of how successful the

organization is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state

of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and physical

variables which correlate with satisfaction behaviors such as return and recommend

rate. The level of satisfaction can also vary depending on other factors the customer,

such as other products against which the customer can compare the organization's

products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of

performance and their perceived experience of performance. This provides the

researcher with a satisfaction "gap" which is semi-quantitative in nature. Cronin and

Taylor extended the disconfirmation theory by combining the "gap" described by

Parasuraman, Zeithaml and Berry as two different measures (perception and

expectation) into a single measurement of performance relative to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement in

terms of their perception and expectation of performance of the service being

measured.


http://en.wikipedia.org/wiki/Likert_scale


1.4 IMPROVING CUSTOMER SATISFACTION

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI) has

released The International Customer Service Standard (TICSS). TICSS enables

organizations to focus their attention on delivering excellence in the management of

customer service, whilst at the same time providing recognition of success through a

3rd Party registration scheme. TICSS focuses an organization’s attention on

delivering increased customer satisfaction by helping the organization through a

Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,

Product/Services, as well as performance measurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction, which

in turn influences customer retention and customer loyalty.


http://en.wikipedia.org/wiki/Customer_loyalty

http://en.wikipedia.org/wiki/Customer_retention

http://en.wikipedia.org/wiki/Measurement

http://en.wikipedia.org/wiki/The_International_Customer_Service_Institute


1.5 DEFINING CUSTOMER SATISFACTION

Because the concept of customer satisfaction is new to many companies, it's

important to be clear on exactly what's meant by the term.

Customer satisfaction is the state of mind that customers have about a company when

their expectations have been met or exceeded over the lifetime of the product or

service. The achievement of customer satisfaction leads to company loyalty and

product repurchase. There are some important implications of this definition:

Because customer satisfaction is a subjective, nonquantitative state, measurement

won't be exact and will require sampling and statistical analysis.

Customer satisfaction measurement must be undertaken with an understanding of

the gap between customer expectations and attribute performance perceptions.

There should be some connection between customer satisfaction measurement and

bottom-line results.



"Satisfaction" itself can refer to a number of different facts of the relationship with a

customer. For example, it can refer to any or all of the following:

Satisfaction with the quality of a particular product or service

Satisfaction with an ongoing business relationship

Satisfaction with the price-performance ratio of a product or service

Satisfaction because a product/service met or exceeded the customer's expectations

Each industry could add to this list according to the nature of the business and the

specific relationship with the customer. Customer satisfaction measurement variables

will differ depending on what type of satisfaction is being researched. For example,

manufacturers typically desire on-time delivery and adherence to specifications, so

measures of satisfaction taken by suppliers should include these critical variables.

Clearly defining and understanding customer satisfaction can help any company

identify opportunities for product and service innovation and serve as the basis for

performance appraisal and reward systems. It can also serve as the basis for a

customer satisfaction surveying program that can ensure that quality improvement

efforts are properly focused on issues that are most important to the customer.



1.6 UNDERSTANDING DIFFERING CUSTOMER ATTITUDES

The most basic objective of a customer satisfaction surveying program is to generate

valid and consistent customer feedback (i.e., to receive the voice of the customer,

which can then be used to initiate strategies that will retain customers and thus protect

the most valuable corporate asset--loyal customers).

As it's determined what needs to be measured and how the data relate to loyalty and

repurchase, it becomes important to examine the mind-set of customers the instant

they are required to make a pre-purchase (or repurchase) decision or a

recommendation decision. Surveying these decisions leads to measures of customer

loyalty. In general, the customer's pre-purchase mind-set will fall into one of three

categories--rejection (will avoid purchasing if at all possible), acceptance (satisfied,

but will shop for a better deal), and/or preference (delighted and may even purchase at

a higher price).

This highly subjective system that customers themselves apply to their decisions is

based primarily on input from two sources:

The customers' own experiences--each time they experience a product or service,

deciding whether that experience is great, neutral or terrible. These are known as

"moments of truth."

The experiences of other customers--each time they hear something about a

company, whether it's great, neutral or terrible. This is known as "word-of-mouth."



There is obviously a strong connection between these two inputs. An exceptional

experience leads to strong word-of-mouth recommendations. Strong

recommendations influence the experience of the customer, and many successful

companies have capitalized on that link.

How does a customer satisfaction surveying manager make the connection between

the survey response and the customer's attitude or mind-set regarding loyalty?

Research conducted by both corporate and academic researchers shows a relationship

between survey measurements and the degree of preference or rejection that a

customer might have accumulated. When the customer is asked a customer

satisfaction question, the customer's degree of loyalty mind-set (or attitude) will be an

accumulation of all past experiences and exposures that can be indicated as a score

from 1 (very dissatisfied) to 5 (very satisfied). It can also be captured with other

response formats with an odd number of choices (e.g., 1 to 3 or 1 to 7) to allow for a

neutral response.

Obviously, the goal of every company should be to develop customers with a

preference attitude (i.e., we all want the coveted preferred vendor status such that the

customer, when given a choice, will choose our company), but it takes continuous

customer experience management, which means customer satisfaction measurement,

to get there--and even more effort to stay there.



1.7 A Definition Of Quality For Total Customer Satisfaction: The

Bridge Between Manufacturer And Customer.

As the worldwide quality revolution enters its fifth decade, demand by customers for

products of progressively higher quality continues to accelerate (Desatnick, 1989) The

response by a growing number of business firms worldwide in implementing quality

improvement has reinforced such expectations. However, while increasing numbers

of companies know that quality is important, Tom Peters reports that CEOs seldom do

anything about it (Peters, 1987). In a discussion on customer satisfaction by a group

of CEOs reported in Chief Executive (Sept.-Oct., 1989), one of the problems

mentioned by the CEO of Square D Corporation was the need to change from a

product or engineering focus to a focus on customer-driven quality.

This paper provides a definition of quality for total customer satisfaction that serves

as a bridge between manufacturer and customer. Through the use of a simple process

flow chart that identifies the critical elements of quality for manufactured products

and the characteristics that closely define those elements, the definition of quality

developed by Garvin (1987) is both enhanced and made practical. Our expanded

definition provides a format for seeking information from customers about those

elements and characteristics that are specific to the producer and for organizing them

after they are received. It addresses the second of Deming's fourteen points (1986)

which calls for the adoption of the new philosophy of continuous improvement, and

provides a means to overcome his complaint that "businesses seldom learn of their

customer's dissatisfaction." It does not address the means by which such information

is gathered, nor does it offer a theoretical basis for applying such inputs in the

workplace. This is left for later research. As a matter of interest a brief description is

included toward the end of the definition's origin.



The definition, which recognizes that characteristics differ in importance

among producers, is consistent with the continuous improvement philosophy in that it

evolves and reinforces the need for manufacturers to look beyond the production

process for new strategic opportunities. The definition is limited to products, because

of the apparent difference in definition required for services (see Parasuraman, et al,

1985, or Zeithaml, et al, 1990, for one approach to service quality).

It is now commonly accepted that quality should apply company-wide.

However, neither researchers nor practitioners in quality have yet supplied a

definition that is easily operationalized. For example, Deming (1986) suggests that

quality is defined by the customer and has many measurement scales, one for each of

the characteristics the customer considers important. On the other hand, Juran (1989)

defines quality as "fitness for use," with each product having multiple quality

characteristics of two kinds: customer-desired product features and freedom from

deficiencies. While both Deming's and Juran's definitions are customer-oriented, they

are not easily used in gaining customer input to the quality improvement process.

Crosby (1979) comes closer to an operational definition when he defines quality as

"conformance to requirements," because a set of specifications can often be created

that define the product from the viewpoint of the customer, serving as a de facto

means of feedback.

By Richard E. Sparks , Richard D. Legault



1.8 INDUSTRY OVER VIEWEicher motors ltd, a subsidiary of Eicher group, is a significant player in the

Indian automotive industry with a gross sales turnover of over 16,000million in the

year 2003-2004. it has diversified business interests in design and development,

manufacturing and local or international marketing of tractor, commercial vehicle,

motor cycles, automotive,gares and components.

Eicher group started to sell and service imported tractors in India in 1948. it

rolled out India’s first 100% indigenously built tractor in 1965. as a significant

strategies move to take company forward in the automobile industry, eicher motors ltd

. a subsidiary of Eicher group was formed with a technology transfer agreement

incorporating financial and technical collaboration with Mitsubishi motors

corporation in 1982. this licensing agreement is the ‘current and future technology

agreement’ because it states that MMC would provide technical assistance, drawing,

design, information and services to 26 assemble and manufacturing canter series

vehicles and its improved future variances in India, without any additional charge

during the period of agreement, and training to the EML personnel at MMC facilities

about the manufacturing, product engineering and after sales service etc. on full

absorption of the technology the company has not renewed its technical collaboration

with MMC Japan on its expiry. this collaboration can be inferred to have taken place

through semi active mode of transfer. This transfer is full adaptive transfer because

technical skills acquired have been fully absorbed by the R&D department of EML.

since then it has been manufacturing and marketing light commercial vehicles (LCVs)

in India and in a number of other countries. research and development centre at EML

plays an important role and critical role in the company’s success. Leveraging its in

house expertise, EML has successfully developed a wide range of commercial

vehicles suit the varying customer needs. Eicher specializes in offering ready to use

custom built application vehicle, for various specialized application such as

ambulance, mobile service vans, etc. Adaptation of product specializations to suit

local regulations and norms is an integral part of the process.



2.1 STATEMENT OF PROBLEMCustomer satisfaction measures the gap between customer

experiences and expectations. It is the customer who can keep the company’s sales higher. Kirloskar genset was doing well in South India, especially in the city of Bangalore. Eicher genset started since 5 years it has no brand image in the market .but the competitor kirloskar in market since at 20 years it has started to Brand range to meet all sort of market demand and its customers.

2.2 OBJECTIVES OF THE STUDY

1. To know the Customer Satisfaction towards Diesel Gensets of S.A.

Engineering Works (India) Pvt. Ltd. in Bangalore City.

2. To know the Customer Awareness about the product in Bangalore City.

3. To know the Customer Perception about the product in the company.

4. To know the product awareness.

5. To Identify Causes For Customer Dissatisfaction.

6. To know what are the strategies followed by the S.A. Engineering Works

(India) Pvt. Ltd.



2.3 SCOPE OF THE STUDYThe study was carried out in Bangalore. It involved collecting information

relating to the various companies. The study will point out the different problems

being faced by customers of Eicher Genset.To know there satisfaction on existing

gensets.

The study will also attend to act as a reference to the company as they may use

this study for making comparative analysis of the subject.

2.4 RESEARCH METHODOLOGYThe research is primarily qualitative in nature. The study is based on data

collected through structured questionnaire from the respondents and interviews

conducted with the respondents.

2.5 SAMPLE SIZEThe sample size is restricted to 25 respondents taking into consideration of the

time and resource constraint.

2.6 SOURCES OF DATA AND DATA COLLECTION

The data collection is done by both primary and secondary sources.

2.6.1 a)Primary Data: For this project, the primary data is proposed to be

collected by questionnaire.

2.6.2 b) Secondary Data: For Secondary data is collected from the company

brochures,Sources like books, journal, magazines, and internet and company reports.



2.7 TOOLS FOR DATA COLLECTION

A structured questionnaire has been used to collect the required data.

2.8ANALYSIS OF DATA

Once the data is collected the whole data set is analysed and various tables and

graphs are prepared with the help of the Microsoft Excel. Based on the graphs and

tables the inferences are drawn.

2.8.1 RESEARCH DESIGN

The research design is the conceptual structure with in which research is

conducted. It constitutes the blue print for the collection, measurement and analysis of

data.

A research design is a basin plan, which guides the data collection and

analysis phases of the project. It is the frame work, which specifies the type of data

collection procedure.



2.9 LIMITATIONS OF THE STUDY

The study is confined to Bangalore city Findings of the study are based on the assumption that

respondents have disclosed accurate information. The study was limited to 25 respondents because many

respondents werereluctant to respond.



3. COMPANY PROFILE:

SA Engineering works (India) Pvt. Ltd., established in 2005 and the

manufacturing unit located at Doddaballapur, Bangalore, and the corporate office in

R.T. Nagar, Bangalore.

SA Engineering works (India) Pvt. Ltd. have started the business in the year

2005 for manufacturing and supply of Acoustic canopies to various renowned DG set

manufacturers in and outside India. We are in the business of Acoustics enclosures

since 15 years.We have technical expertise to manufacture world class canopies.

To deliver the best product to the customer, we have tied up with Tafe motors

and tractors limited for Eicher brand of Diesel engines. we have state of the art

manufacturing unit with installed capacity of more than 500 DG sets per month.

We have the following facilities for assembling diesel generating sets.

Amada make laser cutting machine which can cut up to 25mm thick materials

and CNC HDS press brake with a capacity bend 16mm thick.

Amada make punching, bending machines.

7 tank pre-treatment process for degreasing, derusting, phosphating and oven

drying.



Semi automized powder coating plant resulting in good surface finish and

protection against corrosion.

World class assembly and testing facility.

SA Engineering foremost technology company with high-quality, advanced,

innovative, research-backed, application-oriented, feature-rich, techno-commercially

superior products, systems and services that serve the rapidly changing markets of

architectural acoustics and Industrial Noise control to companies, institutions and

individuals in India, Asia and the world.

SA Engineering does this with FOL3015NT(Laser), HDS2204NT,

RG100(Bending), ACUTE 255NT(Punching), Shearing Machines (HVRA & FR)

TIF, MIG, ARC Welding etc, from an ISO 9001 2008 facility, product-based

acoustical design and CAD support and installation.



3.1 Design Centre

The Design centre of the company is headed by an experienced veteran in the

field of Noise and Vibration control engineering.

Prof. B.S. Ramakrishna has decades of distinguished carrier in various top

positions such as chairman, Department of Electronics & Communication engineering

in I.I.S.C Bangalore, India and Vice-Chancellor, Central University, Hyderabad, to

name a few.

He has assisted by a team of highly qualified and experienced design

engineers in mechanical CAD and quality control besides highly skilled professionals

for preparing accurate and detailed designs. The design centre is equipped with

Advanced CAD tools like SOLIDWORKS,AUTO CAD 2008 and AP 100 Soft wares.

3.2 GROUP OF COMPANIES

S A Engineering Works (I) Pvt. Ltd.

Sound Attenuators Pvt. Ltd

SLK Intertec Pvt. Ltd



3.3 PRODUCTS

Our product range varies from acoustic enclosure/canopies for Generators to

Acoustic Louvers. We have our own DG set manufacturing unit where we build

sound proof SA Generators, We also supply acoustic enclosure/canopies to various

DG set Manufacturers in and outside India.

3.3.1 DG sets product range

The various Diesel Generator sets manufactured by SA Engineering are in the

range of 7.5KVA to 62.5KVA under the collaboration with Eicher.

3.3.2 SALIENT FEATURES

Compliance to latest emission & noise norms as per CPCB.

Lowest life cycle cost.

Lowest maintenance requirement & cost.

Capable of taking high jerk loads.

Low noise & vibration levels.

User friendly standard & AMF panel .

250 liters diesel tank / continuous operation .

All India service network with "anytime, anywhere" service.

Immediate delivery.



Availability of spare parts across country .

Ease of operation & maintenance .

Can work in extreme temperatures.

No fluctuations, no flickering, ensures life of your equipment.

3.3.3 Acoustic Louvers

1. A louver is a frame with horizontal and vertical slats, which are angled to

admit light and air but to keep out rain, direct sunlight and noise.

2. They are provided for pleasant living environment inside any building.

3. Acoustic louvers are multipurpose louvers that can be used to permit the flow.

of air while providing excellent sound attenuation.

4. Protects the environment from noise pollution.

3.4 CAREERS

Working at SA Engineering is a pleasure

SA Engineering is a place where we are free to explore and are encouraged to

voicene wideas.

Working at SA Engineering is a completely different thing. Because whatever

you do here, you play a part in creating the best products in the world with

Imagination, Action and Joy.

If you really have that zeal and potential to create the best engines and

acoustic system then you are at the right place.



3.5 SERVICES

SA Engineering provides services in the field of Architectural Acoustics,

Industrial noise control, Specialists in sheet metal works.

Architectural Acoustics

Auditoriums

Conference rooms

Quiet cabins

Sound proof doors & windows for different S.T.C

Paneling

o Lower reaches : Plywood and backup with fabrication material.

o Upper reaches : Wood work boards, metal screen tiles, perforated

gypsum boards.

False ceiling with combination of reflection and absorption tiles

Wooden flooring for dance and drama halls

Carpets, Lighting Sound systems, Stage decoration



3.5.1 Industrial noise control

Canopies/enclosures for different machinery predominantly for

generators ranging from 10kva - 2000kva, compressors, coil coolers.

Anechoic chambers.

Quiet cabins for operators in a noisy area.

Test facility for small machine parts.

Noise control measures for industries for different work parameters.

Sound proof doors.

Sound proof windows.

Acoustic partitions.

Acoustic ducting.

Acoustic louvers.

3.6 COMPETITORS

Kirloskar diesel genset.

Caterpillar diesel generator.

Mahindra diesel generator.



Cummins diesel generator.

Generac diesel generator.

Diesel power generators.

3.7 NO.OF BRANCHES

Group of Companies :

S A Engineering Works (I) Pvt. Ltd.

Sound Attenuators Pvt. Ltd .

SLK Intertect Pvt. Ltd.



TABLE 1

(TABLE SHOWING NEED OF DIESEL GENSET TO COMPANY)

S.NO PARTICULARS NO.OF

RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 YES 23 92

2 NO 2 8

TOTAL 25 100

ANALYSIS

Based on the the analysis of the above table it can be seen that need of

genset in the company. 98% of the respondents have expressed that need of genset in

the company. Where as 2% of the respondents did not need genset in the company.



(GRAPH SHOWING NEED OF DIESEL GENSET TO COMPANY)

INTERPRETATION: Hence Majority of the respondents need genset in the

company.



TABLE 2

(TABLE SHOWING PREFERRED DIESEL GENSET)

S.NO PARTICULARS NO. OF

RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 KIRLOSKAR 15 60

2 CUMMINS 5 20

3 EICHER 2 8

4 OTHERS 3 12

TOTAL 25 100

ANALYSIS:



In this table i came to know that,60% of the respondents preferred kirloskar,

20% of the respondents preferred Cummins, 8% of the respondents preferred Eicher,

12% of the respondents preferred others..

(GRAPH SHOWING PREFERRED DIESEL GENSET)

INTERPRETATION: Based on the the analysis of the above graph Majority of the

respondents prefer kirloskar genset.



TABLE 3

(TABLE SHOWING LIKING OF EICHER DIESEL GENSET)


RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 SOUND

EQUOSTIC

10 40

2 SERVICES 3 12

3 FEATURES 5 20

4 OTHERS 7 28

TOTAL 25 100



ANALYSIS:

Based on the the analysis of the above table likes and dislikes about eicher

Diesel genset. 40% of the respondents likes the sound equostic in Eicher Diesel

Genset, 12% of the respondents likes services, 20% of the respondents likes features,

28% of the respondents likes other.

(GRAPH SHOWING LIKING OF EICHER DIESEL GENSET)

INTERPRETATION: The above graph shows that Most of the respondents likes

sound equostic in Eicher genset.



TABLE 4

(TABLE SHOWING PRICE DIFFERENCES OF BETWEEN OTHER

DIESEL GENSETS)


RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 VERY HIGH 15 60

2 MEDIUM 6 24

3 REASONABLE 4 16

4 VERY LOW 0 0

TOTAL 25 100



ANALYSIS:

Based on the the analysis of the above table price differentiation compares to

his competitors.60% of the respondents rated very high, 24% of the respondents rated

Medium, 16% of the respondents rated reasonable, and 0% of the respondents rated

very low.

(GRAPH SHOWING PRICE DIFFERENCES OF BETWEEN OTHER

DIESEL GENSETS)

INTERPRETATION: The above graph shows that Eicher genset price is very high.



TABLE 5

(TABLE SHOWING OPINION ON EICHER GENSET )


RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 GOOD 10 40

2 BETTER 4 16

3 SATISFACTORY 7 28

4 EXCELLENT 1 4

5 BAD 3 12

TOTAL 25 100



ANALYSIS

With reference to above table we can analyze the opinion towards Eicher

genset.40% of the respondents opinion is Good & other 16% of the respondents rated

as better, and the remaining 28% of the respondents rated it satisfactory 4% of the

respondents rated excellent and 12% of the respondents rated as bad.

( GRAPH SHOWING OPINION ON EICHER GENSET )



INTERPRETATION: From the above graph shows that the Overall opinion

towards the Eicher genset is satisfactory.

TABLE 6

(TABLE SHOWING PERFORMANCE OF EICHER DIESEL GENSET)


RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 GOOD 10 40

2 BETTER 7 28

3 SATISFACTORY 5 20

4 EXCELLENT 1 4

5 BAD 2 8

TOTAL 25 100



ANALYSIS :

Based on the the analysis of the above graph shows the performance of the

Eicher Diesel Genset is good in the business market. 40% of the respondents is Good

& other 16% of the respondents rated as better, and the remaining 28% of the

respondents rated it satisfactory 4% of the respondents rated excellent and 12% of the

respondents rated as bad.

(GRAPH SHOWING PERFORMANCE OF EICHER DIESEL GENSET)



INTERPRETATION: The respondents were satisfied with the features as they rated

saying they were Good in overall performance.

TABLE 7

(TABLE SHOWING LOAN FACILITIES OF EICHER DIESEL GENSET)


RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 YES 1 4

2 NO 24 96

TOTAL 25 100

ANALYSIS:



Based on the the analysis of the above table it represents they are not

providing any loan facilities to purchase of Eicher Diesel Genset.96 % of the

respondenhts rated No.only 2% of the respondents rated Yes.

(GRAPH SHOWING LOAN FACILITIES OF EICHER DIESEL GENSET)



INTERPRETATION: Based on the the analysis of the above graph shows company

is not providing any loan facilities for purchasing of Eicher genset to the customers.

TABLE 8

(GRAPH SHOWING PROVIDING OF DISCOUNT OF EICHER DIESEL

GENSET)


RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 YES 23 92

2 NO 2 8

TOTAL 25 100



ANALYSIS:

The above table shows the 92% of the customers rated as Yes and

8% rates as No.

(GRAPH SHOWING PROVIDING OF DISCOUNT OF EICHER DIESEL

GENSET)



INTERPRETATION: The above graph shows the company providing discounts to

the customers.

TABLE 9

(TABLE SHOWING SERVICE OF THE COMPANY)




RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 VERY SATISFIED 4 16

2 SATISFIED 8 32

3 NO

COMPLAINTS

6 24

4 DIS SATISFIED 7 28

TOTAL 25 100

ANALYSIS :

This table is designed to measure the satisfaction levels of customers

regarding services offered by company,16% customers are Very satisfied with the

services provided by the company,32% customers are satisfied with the service,24%

customers do not have any complaints regarding the service offered by the Company

and Remaining 28% customers are dissatisfied with the services of company.

(GRAPH SHOWING SERVICE OF THE COMPANY)



INTERPRETATION: Based on the the analysis of the above graph the Overall

satisfaction towards the company service is satisfactory to the customers.

TABLE 10

(TABLE SHOWING DISSATISFACTION OF EICHER DIESEL GENSET)




RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 SERVICES 10 40

2 INSTALLATIONS

CHARGES

5 20

3 PRICES 4 16

4 OTHER REASONS 6 24

TOTAL 25 100

ANALYSIS :

In the above table shows the reasons for dissatisfaction to purchase of Eicher

Diesel Genset in the market is compare to other competitors in the business market.

As can be seen from the above table and graph, 40% of the respondents rated as

services,20% installation charges,16% of the respondents rated as prices,24% of the

respondents rated as other reasons.

(GRAPH SHOWING DISSATISFACTION OF EICHER DIESEL GENSET)



INTERPRETATION: The above graph shows that Majority of the respondents

dissatisfaction on service of the Eicher genset service.

TABLE 11

(TABLE SHOWING EICHER GENSET PRODUCT IN THE MARKET)




RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 ADVERTISEMENT 5 20

2 NEWS PAPER 15 60

3 PAMPLETS 4 16

4 OTHERS 1 4

TOTAL 25 100

ANALYSIS:

Based on the the analysis of the above table shows that most of the

respondents know Eicher genset product came through newspaper and

advertisement.60% of the customers rated as news paper,20% of the customers rated

as advertisement,16% of the customers rated as pamphlets and 4% rated as others.

(GRAPH SHOWING EICHER GENSET PRODUCT IN THE MARKET)



INTERPRETATION: The source of awareness of product for majority ofrespondents is through newspaper and advertisement.

TABLE 12



(TABLE SHOWING INSTALLMENT BASIS FOR MODE OF PAYMENT)


RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

1 YES 23 88

2 NO 2 12

TOTAL 25 100

ANALYSIS:

In the above table shows S A engineering co., provide installment basis for

mode of payment for Eicher genset product.88% of the respondents rated as Yes and

remaining respondents rated as No.

(GRAPH SHOWING INSTALLMENT BASIS FOR MODE OF PAYMENT)



INTERPRETATION: The above analysis shows that company giving instalment

basis for the Eicher genset product.

TABLE 13



(TABLE SHOWING LIKE OF THE EICHER DIESEL GENSET )


RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

1 YES 17 68

2 NO 8 32

TOTAL 25 100

ANALYSIS:

In the above table shows most of the respondents 68% like Eicher genset

product because of the sound equostic and the others rated No.

(GRAPH SHOWING LIKE OF THE EICHER DIESEL GENSET)



INTERPRETATION: The above graph shows that Majority of the respondents like

Eicher genset.

TABLE 14

(TABLE SHOWING PROMOTION STRATEGIES OF THE COMPANY)




RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

1 YES 10 40

2 NO 15 60

TOTAL 25 100

ANALYSIS:

With reference to above table we can analyze that S.A. Engineering company

followed by different promotion strategies in the business market.40% of the

customers says Yes and 60% rated No.

(GRAPH SHOWING PROMOTION STRATEGIES OF THE COMPANY)



INTERPRETATION: Based on the the analysis of the above graph indicates that

most of the respondents says company is not following promotional strategies.

TABLE 15



(TABLE SHOWING STRATEGIES FOLLOWED BY S.A. ENGINEEING

COMPANY)


RESPONDENTS

% PERCENTAGE

OF

RESPONDENTS

1 DISCOUNTS OFFER 15 60

2 SCHEMES 5 20

3 FREE

INSTALLATIONS

CHARGES

3 12

4 FREE

TRANSPORTATION

CHARGES

2 8

TOTAL 25 100

ANALYSIS:

In the above table shows that the company followed by different Strategies

and schemes also for the satisfaction of the customers.60% is discount offers,20% is

schemes,12% is free installation chargers,and 8% is free transportation chargers.

(TABLE SHOWING STRATEGIES FOLLOWED BY S.A. ENGINEEING COMPANY)



INTERPRETATION: The above graph shows that company following strategies to

the customers.

TABLE 16



(TABLE SHOWING GURANTEE SERVICE )


RESPONDENTS

%

PERCENTAGE

OF

RESPONDENTS

1 6 MONTHS 3 12

2 12 MONTHS 14 56

3 18MONTHS 5 20

4 24 M0NTHS 2 8

5 MORE THAN 24

MONTHS

1 4

TOTAL 25 100

ANALYSIS:

Based on the the analysis of the above table company providing guarantee

service,12 % of the respondents rated 6 months,56% of the respondents rated 12

months, 20% of the respondents rated 18 months,8% of the respondents rated 24

months,4% of the respondents rated more than 24months.

(GRAPH SHOWING GURANTEE SERVICE)



INTERPRETATION: The above analysis shows that Most of the respondents says

company providing guarantee service is more than 12months.

FINDINGS



On the basis of the survey, we found that

The customers are satisfied with Eicher Diesel Genset.

Most of the customers like sound Equostic in Eicher Diesel Genset

There is less product awareness to the customers in the market.

The performance of the Eicher Diesel Genset is good

Most of the customers are dissatisfied with the service of the company

They are not follow the proper marketing strategies in the company.

The price of the Eicher Diesel Genset is very high then compared to the other

genset.

In the analysis customers preferring Eicher Diesel Genset is less, than compared to

the other Diesel Gensets.

The company does not providing any loan facilities to the customers.

RECOMMENDATIONS

Based on our research findings, the following recommendations have been



offered:

The company should improve the product awareness of the Eicher Diesel Genset in the market.

The customers stated that the company should improve their services to their customers

They have to improve a lot in putting advertisements in the various source of advertisements.

The Eicher genset has improve brand image in the market.

The price of the Eicher Diesel Genset is very high than compared to the other gensets. so it has to reduce the price.

The company develop the marketing strategies in the market.

The company is not providing loan facilities to the prospective customers. So, it has to improve

CONCLUSION:



From The Above Analysis it is Concluded That Eicher genset performance is

good but the price of the genset is very high than compared to other gensets.the

customers are less preferring of Eicher diesel genset.

The study revealed some interesting facts of customers with regard to their satisfaction. S.A. Engineering works (India) pvt.ltd. is performing to the customers’ expectations that lead to their satisfaction.

At the same time there are few dissatisfied customers. So the company must look into this matter, A customer complains of his dissatisfaction only when he is interested in doing further relationship with the company, Thus the company should try to reduce the dissatisfaction.



BIBLIOGRAPHY

Website:

www.saengineering.in www.google.com www.eichergenset.com

Reference Books:

Philip, Kotler, “ PRINCIPLE OF MARKETING ”, 7th edition, prentice-hall of India.

Kotler, keller, “MARKETING MANAGEMENT”, 12th edition, prentice-hall of India.

Pradeep Kumar, elements of “MARKETING MANAGEMENT”,6 th edition, kedar nath,ram nath & co.


http://www.eichergenset.com/

http://www.google.com/

http://www.saengineering.in/


QUESTIONNAIRE

A study on Customer Satisfaction of S.A. ENGINEERING WORKS (INDIA) PVT. LTD,

BANGALORE

1. Name : ____________________________

2.Sex :( ) Male )( ) Female

3. Marital Status :( ) Married ( ) Single

4.Occupation :( )Student ( ) Business ( ) Executive( ) Professional ( ) others (Specify) ________________

5.Do you need Diesel genset to your company?

( ) yes ( ) N0

6.Which Brand Diesel Genset do you prefer to your company?

( ) Kirloskar ( ) Cummins ( ) Eicher ( ) others



7. why do you like most Eicher Diesel Genset ?

( ) sound equostic ( ) service ( ) features ( ) others

8. How was the price difference compared to other Diesel Genset?( ) Very high ( ) medium ( ) reasonlable ( ) Very low

9. What is your opinion about Eicher Genset ?( ) Good ( ) better ( )satisfactory ( ) Excellent ( ) bad

10 . How was the performance of Eicher Diesel Genset?( ) Good ( ) Better ( )satisfactory ( ) Excellent ( ) Bad

11. Either they provide any loan facilities to you for purchase of Eicher Diesel Genset or not ? ( ) Yes ( ) No

12. whether they provide any discount at the time of purchaseing of Eicher Diesel Genset?

( ) Yes ( ) N0

13. Do you like Eicher Genset Service? ( ) Yes ( ) No

14. What are the reasons for Dissatisfaction of Eicher Diesel Genset ?

( ) Services ( ) Installations charges ( ) prices ( ) other reasons



15. How do you Came to know about the Eicher Genset product in the market ?

( ) Advertisment ( )News pepar ( ) pamplets ( )others

16. Whether S A engineering co., provide installment basis for mode of payment ?

( ) Yes ( ) No

17. Do you like Eicher Diesel Genset ?( ) Yes ( ) No

18. Whether ? Sa engineering co fallowed by different promotion strategies ?

( ) Yes ( ) No

19. what are the differnent types of Startigies fallowed by Sa engineeing co,. ?

( ) discounts offer ( ) installment basis ( ) schemes ( ) free transportations

20. How many Months they provide Gurantee service to you? ( ) 12 months ( ) 18 months ( ) 6 months ( ) 24 months


Documents

Project Report on Customer Satisfaction Work