Post on 08-Aug-2015
A STUDY ON “CUSTOMER SATISFACTION” IN SURYA ENGINEERING WORKS at
VIJAYAWADA
Under the guidance of Presented by
Mrs.Y.V.Naga Kumari B.Mahesh Babu
Asst. Professor 12481E0046
Customer Satisfaction
• A measure of how products and/or services supplied by a company meet or surpass customer expectation.
• "Customer Satisfaction is a comprehensive strategy and process of acquiring, retaining, and partnering with selective customers, to create superior value for the company and customer.--JAGADISH N.SHETH
Need for study
• To understand the satisfaction level of the customer regarding the service provided by Surya Engineering Works.
• To understand what are the customer requirement and improvement required by them in service
Objectives of the study
• To know the customer satisfaction regarding surya engineering works
• To identify customer interest in buying hydraulic pumps.
• To find service rendered by the company• To know price impact on product purchase• To find word of mouth impact on product purchase.• To study the customers loyalty towards the surya
engineering works.
Scope of the study
• Scope of the study mainly to know the current level of customer Satisfaction.
• To give suggestions regarding improvement of performance Standard of the company.
• To inform the management about current level.• The project is carried out for the period of 45
days only.
Limitation of the Study• The responses given by the respondents may not be
true.• The respondents may be careless in responding to the
questionnaire.• The project is carried out for the period of 45 days only.• This study limits to the geographical area of
Vijayawada. So it could not give an accurate picture about Andhra Pradesh.
• Major part of the study based on secondary data. The data availability is still scarce for calculating various important practices.
Introduction
The Indian hydraulic industry started in early sixties primarily with an objective of import substitution of some of the hydraulic products being used by the industry in various applications.
The application of hydraulic control and drive systems has resulted in new designs and improved efficiency for machines and installations.
Growth of Hydraulic Industry
The Indian hydraulic industry started in early sixties primarily with an objective of import substitution of some of the hydraulic products
The Industry covered under the study has total market demand in the year 2012-13of about Rs. 855 crores.
Estimated demand of Hydraulic 2013-14 : 1010
FUTURE MARKET OVERVIEW OF HYDRAULIC INDUSTRY
• Demand from the Construction Industry to Propel the `19.72 Billion Indian Hydraulic Components Market toward `50.43 Billion in 2017
• India’s Emergence as a Manufacturing Hub Attracts International Participants to its Hydraulics Components Market
• The Government of India’s planned investment of `45 trillion in infrastructure in the 12th five year plan
COMPANY PROFILE
Name of company : SURYA ENGINEERING WORKS
Year of Est., : 2004
C.E.O : Mr. Y. V. KRISHNA MOHAN
Production type : Automatic and Manual
SERVICES RENDERED: Cylindrical applications Hydraulic cylinder &power package manufacturers
division Vehicle body building special applications
VISION:- Our vision is to be a leader in manufacturing & contracting companies in the hydraulic segments by adopting international standards.
MISSION:- With our commitment to high quality, advance technology, innovation & customer satisfaction by always ensuring that integrity, safety, environment friendly & efficient solutions.
CUSTOMER SATISFACTION
Customer satisfaction is related to the human activity
directed at satisfying human wants through the
exchange of products.
CUSTOMER SATISFACTION IN VARIOUS STAGES
• ROLE OF CUSTOMER SATISFCATION IN PRE-PURCHASE STAGE
• ROLE OF CUSTOMER SATISFACTION IN PURCHASE STAGE
• ROLE OF CUSTOMER SATISFACTION IN USAGE STAGE
• ROLE OF CUSTOMER SATISFACTION IN RE-PURCHASE STAGE
1 Is the company providing service as per your requirement?
Yes No 0
5
10
15
20
25
30
35
40
4541
0
No. of Respondents
2 Please rate the attitude of surya engineering works staff?
Excellent Good Fair Poor 0
5
10
15
20
25
30
6
27
6
2
No. of Respondents
3 Do you agree, the company services engineer has been completely professional?
Strongly agree
Agree Disagree Strongly disagree
0
5
10
15
20
25
30
35
3
30
8
0
No. of Respondents
4 How do you feel about company services department?
Excellent Satisfied Average Not satisfied0
5
10
15
20
25
30
35
29
47
1
No. of Respondents
5 Do you think the service charges / repair charges were reasonable?
Yes No0
5
10
15
20
25
30
35
40 38
3
No. of Respondents
7 How do you rate company responsiveness in dealing with you?
Excellent Good Satisfactory Poor 0
5
10
15
20
25
30
6
24
8
3
No. of Respondents
8 What is your experience related to availability of services from surya engineering works?
Excellent Satisfied Average Not satisfied0
5
10
15
20
25
30
3531
7
30
No. of Respondents
9 Based on your overall experience, would you visit this service center again?
Yes No 0
5
10
15
20
25
30
35
40 38
3
No. of Respondents
10 How would you rate the performance of the surya engineering products?
Excellent Good Fair Poor0
5
10
15
20
25
30
No. of Respondents
11 Is there any drawback in company’s services?
Yes No 0
5
10
15
20
25
30
35
40
6
35
No. of Respondents
12 Please rate the company’s overall performance?
Excellent Satisfied Average Not satisfied0
5
10
15
20
25
30
3532
63
0
No. of Respondents
13 How easy was it to make your first contact with Surya engineering works staff?
Excellent Satisfied Average Not satisfied0
5
10
15
20
25
30
35
29
75
0
No. of Respondents
14 Was your complaint/enquiry dealt with promptly?
Yes No0
5
10
15
20
25
30
35
4037
4
No. of Respondents
15 If we gave any information or advice, was it easy to understand?
Excellent Good Satisfactory Poor0
5
10
15
20
25
5
23
9
4
No. of Respondents
FINDINGS OF THE STUDY• Few number of customers felt that, staff still requires the
key skills to perform the tasks.• Customers feel that they won’t get the same response what
they get during the sales.• Organization is providing the services as per customer’s
requirements.• As per customer’s perception, organization services
charges are reasonable.• Organization is maintaining good relations with their
customers.• Most of the customers say that they are ready to repurchase
the services.
SUGGESTIONS• Customer’s problems should be considered properly
and give the services effectively.• Management should interface frequently in order to
make sure that all of its customers are satisfied.• Management must provide equal weight age for both
the sales and service, as both are related to the customers.
• Must be able to acquire more customers as it sole leadership, this can be done by providing right service for the customers.
CONCLUSION
Here most of the customers are highly satisfied with the company overall performance that is 81% and 14% of the customers are satisfied and remaining 5% of the customers are not satisfied with the company performance. Company concentrates on customer retention and it is done by giving the best service with reasonable price.