Prathik PPT
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Transcript of Prathik PPT
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SubmittedPratik Khichari
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INTRODUCTION
The importance of studying and understanding consumer satisfaction is principally based on the
impact of this variable on brand loyalty. In comparison to the innumerable efforts made to study
the satisfaction of end consumers, very little has been done with respect to the study of the
industrial buyers satisfaction. The business-to-business activity sector presents a series of
particular features; for instance, the purchase decision process is a much more complex and formal
than in the case of end consumer one. No further mention is made to a single person deciding, but
to a buying center including several persons who bear upon the buying decision process on the
other hand, industrial buyers are generally professional buyers who are technically competent.
Therefore, this project investigates the satisfaction of industrial buyers as well as the relationships
between their perceptions of the product/service quality and their satisfaction and aims to find out
the gaps existent in the current service provided by the plants.
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RESEARCH METHODOLOGYStep-1: Definethe Research Problem.
PRIMARY RESEARCH OBJECTIVE
1. Toanalyzetheconsumerbehaviorandcustomersatisfactionaboutproductsof
SAIL(BSP)
SECONDARY RESEARCH OBJECTIVE
1. TounderstandthebuyingpatternoflocalcustomersofSAIL (BSP) forsecondary
products.
2. Tounderstandthemajorfactorswhichinfluencethebuyingbehaviour.
3. TounderstandtheloopholesofthemarketingprocessofSAIL (BSP).4. TounderstandtheimpactofcompetitorsinthesalesofSAIL (BSP).
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Step- 2 Selectionofthe Data Collection Method
y DepthInterview
ySecondary Data
Step 3 Selectionofthe Measurementtechnique
y Questionnaire
Step 4 Selectionofthe Sample.
y Definingthe Population.
y Specifying Sampling Frame.
y Select Sampling Unit.
y Selectionofsamplingmethod.
y DeterminationofSample Size.
y Selectthe Sample.
Step- 5AnalysisofQuestionnaire
Step 6 PreparationofResearch Report
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FINDINGS
y Foranymanufacturingorganization,consumerbehaviormakeitscompanyaspecialimpact.Ihaveresearchedthisorganizationandafterobservation,Ihavegotfollowingfindings:-
y In Bhilai Steel Plantthemaincustomersofthescrapbelongtotradergroups,whichpurchasetheproductandsaleit. Andsecondmostcustomersareprocessorswhopurchasetheproductandsellittotheircustomers.
y Mostlycompanyisdealingwiththescrapproductthatisindustrialproductthatisre-
rollable scrapandothercustomersareofindustrialscrap.y Companyfindsthatthereislotofpotentialinruralareasandhencetheyhavedeveloped
almost2000dealersintheseareas.
y Thecustomerofthe Bhilai Steel Plantdealinginscrapfromfourways. Outofthat,maximumcustomerspreferdirectsaleandthenonlinesale. CustomerofBhilai SteelPlantisnothavingwiththetwofirmsforthesamepurpose.
y Whiledoingthe Project,Icometoknowthatthecompanies,atpresent,mostlycometoknowabouttheproductfromthenoticeboardand fromonlinethrough
metaljunction.comandverylessthroughpersonalcontact.y Maximumcustomersdealingwiththe Bhilai Steel Plantaremanufacturersofsome
product
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.
y Themajorfindingsabout BSP isthat 60%oftherespondentsdealnotonlywith BSP,but
alsowith maincompetitorslikeTISCO, JINDAL STEEL, BHUSAN STEEL
INDUSTRIES, ESSAR, DURGAPUR STEEL PLANT,etc.
y Ihavealsofoundthatthemajorportionoftherespondentsdealwith BSP i.e.51%dueto
itsqualityand39%ofrespondentsdealduetoitsnearness.
y Only43%oftherespondentsaregettingaregettingacommitteddeliveryfrom BSP.
y ThemostimportantthreefactorsrespondentslookforwhiledealingwiththeIron & steel
productsofBSP arequality,price,availability.
y As 70%oftherespondentshadcomplainedregardingtheirproblemwhiledealingwithBSP,only48%ofrespondentsproblemshadgotunexecutedby CRM (Customer
Relation Management).
y Therespondentsaregettingthebenefitsofqualityproductsandloadingfrom BSP.
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CONCLUSION
y The major factors for the purchase decision of the customers are Quality, Delivery & Price.
y Customers are satisfied with Quality, Availability, Service, but not satisfied with the delivery
process ofSAIL (BSP).y Communication process of SAIL (BSP) is good as most of the customers are satisfied with the
timely information about e-auction process.
y Customers are happy & satisfied with the e-auction process for purchasing of secondary
products.
y Most of the customers are not satisfied with the EMD money process.
y Customers are satisfied with the knowledge and behavior of SAIL (BSP) executives.y Most of the customers did not require the transport facilities provided by SAIL (BSP).