Project Report On Customer Satisfaction Work

S.A. Engineering Works (India) Pvt.
Ltd
1. INTRODUCTION
arketing
Marketing 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 cant be considered a separate function. It is the whole
business seen from the point of view or its final result that is from the customers
point of view!.
" Peter Dr!"kers
#
Pad#as$ree Instit!te O% anage#ent St!dies
S.A. Engineering Works (India) Pvt. Ltd
$he %merican Marketing %ssociation defines marketing as, the performance of
business activities that direct the flow of goods and services from producers to
consumers or users!.
%ccording to &hilip 'otler, 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.
(nderstanding 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. ,eeds wants &roducts -alue .ost %nd /emands *goods,
services 0atisfaction 1 Ideas+ 2xchange 1 3elationships Marketers $ransaction 1
,etwork Markets 1&rospects.
4
1.1 INTRODUCTION O& T'E TOPIC
CUSTOER SATIS&ACTION( % 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.
.ustomer satisfaction is the level of persons felt state resulting from comparing a
products perceived performance in relation to the persons expectation. $hus the
satisfaction level is a function of the difference between perceived performance and
expectations.
.ustomer satisfaction is an abstract concept and the actual manifestation of the state
of satisfaction will vary from person to person and product5service to product5service.
$he 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 organizations
product.
6
1.) IN AR*ETIN+ W'AT IS CUSTOER SATIS&ACTION
IPORTANCE O& CUSTOER SATIS&ACTION
.ustomer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. .ustomer satisfaction levels can be
measured using survey techni7ues and 7uestionnaires. 8aining 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.
$he need to satisfy customer for success in any commercial enterprises is very
obvious. $he income of all commercial enterprises is derived from the payments
received for the products and services to its external customers. .ustomers are the
sole reason for the existence of commercial establishments.
9
0ince sales are the most important goal of any commercial enterprise, it becomes
necessary to satisfy customers. :or customer satisfaction it is necessary to establish
and maintain certain important characteristics like)
a. ;uality
b. :air prices
c. 8ood customer handling skills
d. 2fficient delivery
e. 0erious consideration of consumer complaints.
0atisfaction 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., EASURIN+ CUSTOER SATIS&ACTION
=rganizations need to retain existing customers while targeting non"customers
Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and5or services to the marketplace.
.ustomer satisfaction is an abstract concept and the actual manifestation of the state
of satisfaction will vary from person to person and product5service to product5service.
$he state of satisfaction depends on a number of both psychological and physical
variables which correlate with satisfaction behaviors such as return and recommend
rate. $he 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.
?ork done by &arasuraman, @eithaml and Aerry *Beonard B+ between #CD< and #CDD
delivered 023-;(%B 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. $his provides the
researcher with a satisfaction EgapE which is semi"7uantitative in nature. .ronin and
$aylor extended the disconfirmation theory by combining the EgapE described by
&arasuraman, @eithaml and Aerry as two different measures *perception and
expectation+ into a single measurement of performance relative to expectation.
$he usual measures of customer satisfaction involve a survey with a set of statements
using a Bikert $echni7ue or scale. $he customer is asked to evaluate each statement in
terms of their perception and expectation of performance of the service being
measured.
F
1.- IPRO.IN+ CUSTOER SATIS&ACTION
&ublished standards exist to help organizations develop their current levels of
customer satisfaction. $he International .ustomer 0ervice Institute *$I.0I+ has
released $he International .ustomer 0ervice 0tandard *$I.00+. $I.00 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
6rd &arty registration scheme. $I.00 focuses an organizations attention on
delivering increased customer satisfaction by helping the organization through a
0ervice ;uality Model.
$I.00 0ervice ;uality Model uses the < &>s " &olicy, &rocesses, &eople, &remises,
&roduct50ervices, as well as performance measurement. $he implementation of a
customer service standard should lead to higher levels of customer satisfaction, which
in turn influences customer retention and customer loyalty.
G
1./ DE&ININ+ CUSTOER SATIS&ACTION
Aecause the concept of customer satisfaction is new to many companies, it>s
important to be clear on exactly what>s meant by the term.
.ustomer 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. $he achievement of customer satisfaction leads to company loyalty and
product repurchase. $here are some important implications of this definition)
Aecause customer satisfaction is a subHective, non7uantitative state, measurement
won>t be exact and will re7uire sampling and statistical analysis.
.ustomer satisfaction measurement must be undertaken with an understanding of
the gap between customer expectations and attribute performance perceptions.
$here should be some connection between customer satisfaction measurement and
bottom"line results.
D
E0atisfactionE itself can refer to a number of different facts of the relationship with a
customer. :or example, it can refer to any or all of the following)
0atisfaction with the 7uality of a particular product or service
0atisfaction with an ongoing business relationship
0atisfaction with the price"performance ratio of a product or service
0atisfaction because a product5service met or exceeded the customer>s expectations
2ach industry could add to this list according to the nature of the business and the
specific relationship with the customer. .ustomer satisfaction measurement variables
will differ depending on what type of satisfaction is being researched. :or example,
manufacturers typically desire on"time delivery and adherence to specifications, so
measures of satisfaction taken by suppliers should include these critical variables.
.learly 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 7uality improvement
efforts are properly focused on issues that are most important to the customer.
C
1.0 UNDERSTANDIN+ DI&&ERIN+ CUSTOER ATTITUDES
$he most basic obHective 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+.
%s 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 re7uired to make a pre"purchase *or repurchase+ decision or a
recommendation decision. 0urveying these decisions leads to measures of customer
loyalty. In general, the customer>s pre"purchase mind"set will fall into one of three
categories""reHection *will avoid purchasing if at all possible+, acceptance *satisfied,
but will shop for a better deal+, and5or preference *delighted and may even purchase at
a higher price+.
$his highly subHective system that customers themselves apply to their decisions is
based primarily on input from two sources)
$he customers> own experiences""each time they experience a product or service,
deciding whether that experience is great, neutral or terrible. $hese are known as
Emoments of truth.E
$he experiences of other customers""each time they hear something about a
company, whether it>s great, neutral or terrible. $his is known as Eword"of"mouth.E

#I
$here is obviously a strong connection between these two inputs. %n exceptional
experience leads to strong word"of"mouth recommendations. 0trong
recommendations influence the experience of the customer, and many successful
companies have capitalized on that link.
Jow does a customer satisfaction surveying manager make the connection between
the survey response and the customer>s attitude or mind"set regarding loyaltyK
3esearch conducted by both corporate and academic researchers shows a relationship
between survey measurements and the degree of preference or reHection that a
customer might have accumulated. ?hen the customer is asked a customer
satisfaction 7uestion, the customer>s degree of loyalty mind"set *or attitude+ will be an
accumulation of all past experiences and exposures that can be indicated as a score
from # *very dissatisfied+ to < *very satisfied+. It can also be captured with other
response formats with an odd number of choices *e.g., # to 6 or # to G+ to allow for a
neutral response.
=bviously, the goal of every company should be to develop customers with a
preference attitude *i.e., we all want the coveted preferred vendor status such that the
customer, when given a choice, will choose our company+, but it takes continuous
customer experience management, which means customer satisfaction measurement,
to get there""and even more effort to stay there.
##
1.1 A De%inition O% 2!a3it4 &or Tota3 C!sto#er Satis%a"tion( T$e
5ridge 5et6een an!%a"t!rer And C!sto#er.
%s the worldwide 7uality revolution enters its fifth decade, demand by customers for
products of progressively higher 7uality continues to accelerate */esatnick, #CDC+ $he
response by a growing number of business firms worldwide in implementing 7uality
improvement has reinforced such expectations. Jowever, while increasing numbers
of companies know that 7uality is important, $om &eters reports that .2=s seldom do
anything about it *&eters, #CDG+. In a discussion on customer satisfaction by a group
of .2=s reported in .hief 2xecutive *0ept."=ct., #CDC+, one of the problems
mentioned by the .2= of 07uare / .orporation was the need to change from a
product or engineering focus to a focus on customer"driven 7uality.
$his paper provides a definition of 7uality for total customer satisfaction that serves
as a bridge between manufacturer and customer. $hrough the use of a simple process
flow chart that identifies the critical elements of 7uality for manufactured products
and the characteristics that closely define those elements, the definition of 7uality
developed by 8arvin *#CDG+ is both enhanced and made practical. =ur 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 /eming>s fourteen points *#CDF+
which calls for the adoption of the new philosophy of continuous improvement, and
provides a means to overcome his complaint that Ebusinesses seldom learn of their
customer>s dissatisfaction.E 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. $his is left for later research. %s a matter of interest a brief description is
included toward the end of the definition>s origin.
#4
$he 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. $he definition is limited to products, because
of the apparent difference in definition re7uired for services *see &arasuraman, et al,
#CD<, or @eithaml, et al, #CCI, for one approach to service 7uality+.
It is now commonly accepted that 7uality should apply company"wide.
Jowever, neither researchers nor practitioners in 7uality have yet supplied a
definition that is easily operationalized. :or example, /eming *#CDF+ suggests that
7uality is defined by the customer and has many measurement scales, one for each of
the characteristics the customer considers important. =n the other hand, Luran *#CDC+
defines 7uality as Efitness for use,E with each product having multiple 7uality
characteristics of two kinds) customer"desired product features and freedom from
deficiencies. ?hile both /eming>s and Luran>s definitions are customer"oriented, they
are not easily used in gaining customer input to the 7uality improvement process.
.rosby *#CGC+ comes closer to an operational definition when he defines 7uality as
Econformance to re7uirements,E because a set of specifications can often be created
that define the product from the viewpoint of the customer, serving as a de facto
means of feedback.
54 Ri"$ard E. S7arks 8 Ri"$ard D. Lega!3t
#6
1.9 INDUSTR: O.ER .IEW
2icher motors ltd, a subsidiary of 2icher group, is a significant player in the
Indian automotive industry with a gross sales turnover of over #F,IIImillion in the
year 4II6"4II9. 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.
2icher group started to sell and service imported tractors in India in #C9D. it
rolled out Indias first #IIM indigenously built tractor in #CF<. as a significant
strategies move to take company forward in the automobile industry, eicher motors ltd
. a subsidiary of 2icher group was formed with a technology transfer agreement
incorporating financial and technical collaboration with Mitsubishi motors
corporation in #CD4. this licensing agreement is the Ncurrent and future technology
agreement because it states that MM. would provide technical assistance, drawing,
design, information and services to 4F 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 2MB personnel at MM. 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 MM. Lapan on its expiry. this collaboration can be inferred to have taken place
through semi active mode of transfer. $his transfer is full adaptive transfer because
technical skills ac7uired have been fully absorbed by the 31/ department of 2MB.
since then it has been manufacturing and marketing light commercial vehicles *B.-s+
in India and in a number of other countries. research and development centre at 2MB
plays an important role and critical role in the companys success. Beveraging its in
house expertise, 2MB has successfully developed a wide range of commercial
vehicles suit the varying customer needs. 2icher specializes in offering ready to use
custom built application vehicle, for various specialized application such as
ambulance, mobile service vans, etc. %daptation of product specializations to suit
local regulations and norms is an integral part of the process.
#9
).1 STATEENT O& PRO5LE
.ustomer satisfaction measures the gap between customer experiences and
expectations. It is the customer who can keep the companys sales higher.
'irloskar genset was doing well in 0outh India, especially in the city of Aangalore.
2icher genset started since < years it has no brand image in the market .but the
competitor kirloskar in market since at 4I years it has started to Arand range to meet
all sort of market demand and its customers.
).) O5;ECTI.ES O& T'E STUD:
#. $o know the .ustomer 0atisfaction towards /iesel 8ensets of 0.%.
2ngineering ?orks *India+ &vt. Btd. in Aangalore .ity.
4. $o know the .ustomer %wareness about the product in Aangalore .ity.
6. $o know the .ustomer &erception about the product in the company.
9. $o know the product awareness.
<. $o Identify .auses :or .ustomer /issatisfaction.
F. $o know what are the strategies followed by the 0.%. 2ngineering ?orks
*India+ &vt. Btd.
#<
)., SCOPE O& T'E STUD:
$he study was carried out in Aangalore. It involved collecting information
relating to the various companies. $he study will point out the different problems
being faced by customers of 2icher 8enset.$o know there satisfaction on existing
gensets.
$he study will also attend to act as a reference to the company as they may use
this study for making comparative analysis of the subHect.
).- RESEARC' ET'ODOLO+:
$he research is primarily 7ualitative in nature. $he study is based on data
collected through structured 7uestionnaire from the respondents and interviews
conducted with the respondents.
)./ SAPLE SI<E
$he sample size is restricted to 4< respondents taking into consideration of the
time and resource constraint.
).0 SOURCES O& DATA AND DATA COLLECTION
$he data collection is done by both primary and secondary sources.
).0.1 a)Pri#ar4 Data) :or this proHect, the primary data is proposed to be
collected by 7uestionnaire.
).0.) =) Se"ondar4 Data) :or 0econdary data is collected from the company
brochures,0ources like books, Hournal, magazines, and internet and company reports.
#F
2.7 TOOLS FOR DATA COLLECTION
% structured 7uestionnaire has been used to collect the re7uired data.
).9ANAL:SIS O& DATA
=nce the data is collected the whole data set is analysed and various tables and
graphs are prepared with the help of the Microsoft 2xcel. Aased on the graphs and
tables the inferences are drawn.
).9.1 RESEARC' DESI+N
$he 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.
% research design is a basin plan, which guides the data collection and
analysis phases of the proHect. It is the frame work, which specifies the type of data
collection procedure.
#G
).> LIITATIONS O& T'E STUD:
$he study is confined to Aangalore city
:indings of the study are based on the assumption that respondents have
disclosed accurate information.
$he study was limited to 4< respondents because many respondents were
reluctant to respond.
#D
,. COPAN: PRO&ILE(
SA Engineering 6orks (India) Pvt. Ltd., established in 4II< and the
manufacturing unit located at /oddaballapur, Aangalore, and the corporate office in
3.$. ,agar, Aangalore.
SA Engineering 6orks (India) Pvt. Ltd. have started the business in the year
4II< for manufacturing and supply of %coustic canopies to various renowned /8 set
manufacturers in and outside India. ?e are in the business of %coustics enclosures
since #< years.?e have technical expertise to manufacture world class canopies.
$o deliver the best product to the customer, we have tied up with $afe motors
and tractors limited for 2icher brand of /iesel engines. we have state of the art
manufacturing unit with installed capacity of more than <II /8 sets per month.
?e have the following facilities for assembling diesel generating sets.
%mada make laser cutting machine which can cut up to 4<mm thick materials
and .,. J/0 press brake with a capacity bend #Fmm thick.
%mada make punching, bending machines.
G tank pre"treatment process for degreasing, derusting, phosphating and oven
drying.
0emi automized powder coating plant resulting in good surface finish and
protection against corrosion.
#C
?orld class assembly and testing facility.
0% 2ngineering foremost technology company with high"7uality, advanced,
innovative, research"backed, application"oriented, feature"rich, techno"commercially
superior products, systems and services that serve the rapidly changing markets of
architectural acoustics and Industrial ,oise control to companies, institutions and
individuals in India, %sia and the world.
0% 2ngineering does this with :=B6I#<,$*Baser+, J/044I9,$,
38#II*Aending+, %.($2 4<<,$*&unching+, 0hearing Machines *J-3% 1 :3+
$I:, MI8, %3. ?elding etc, from an I0= CII# 4IID facility, product"based
acoustical design and .%/ support and installation.
4I
,.1 Design Centre
$he /esign centre of the company is headed by an experienced veteran in the
field of ,oise and -ibration control engineering.
&rof. A.0. 3amakrishna has decades of distinguished carrier in various top
positions such as chairman, /epartment of 2lectronics 1 .ommunication engineering
in I.I.0.. Aangalore, India and -ice".hancellor, .entral (niversity, Jyderabad, to
name a few.
Je has assisted by a team of highly 7ualified and experienced design
engineers in mechanical .%/ and 7uality control besides highly skilled professionals
for preparing accurate and detailed designs. $he design centre is e7uipped with
%dvanced .%/ tools like 0=BI/?=3'0,%($= .%/ 4IID and %& #II 0oft wares.
,.) +ROUP O& COPANIES
0 % 2ngineering ?orks *I+ &vt. Btd.
0ound %ttenuators &vt. Btd
0B' Intertec &vt. Btd
4#
,., PRODUCTS
=ur product range varies from acoustic enclosure5canopies for 8enerators to
%coustic Bouvers. ?e have our own /8 set manufacturing unit where we build
sound proof 0% 8enerators, ?e also supply acoustic enclosure5canopies to various
/8 set Manufacturers in and outside India.
,.,.1 D+ sets 7rod!"t range
$he various /iesel 8enerator sets manufactured by 0% 2ngineering are in the
range of G.<'-% to F4.<'-% under the collaboration with 2icher.
,.,.) SALIENT &EATURES
.ompliance to latest emission 1 noise norms as per .&.A.
Bowest life cycle cost.
Bowest maintenance re7uirement 1 cost.
.apable of taking high Herk loads.
Bow noise 1 vibration levels.
(ser friendly standard 1 %M: panel .
4<I liters diesel tank 5 continuous operation .
%ll India service network with Eanytime, anywhereE service.
Immediate delivery.
44
%vailability of spare parts across country .
2ase of operation 1 maintenance .
.an work in extreme temperatures.
,o fluctuations, no flickering, ensures life of your e7uipment.
,.,., A"o!sti" Lo!vers
#. % 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.
4. $hey are provided for pleasant living environment inside any building.
6. %coustic louvers are multipurpose louvers that can be used to permit the flow.
of air while providing excellent sound attenuation.
9. &rotects the environment from noise pollution.
,.- CAREERS
?orking at 0% 2ngineering is a pleasure
0% 2ngineering is a place where we are free to explore and are encouraged to
voicene wideas.
?orking at 0% 2ngineering is a completely different thing. Aecause whatever
you do here, you play a part in creating the best products in the world with
Imagination, %ction and Loy.
46
If you really have that zeal and potential to create the best engines and
acoustic system then you are at the right place.
,./ SER.ICES
0% 2ngineering provides services in the field of %rchitectural %coustics,
Industrial noise control, 0pecialists in sheet metal works.
Ar"$ite"t!ra3 A"o!sti"s
%uditoriums
.onference rooms
;uiet cabins
0ound proof doors 1 windows for different 0.$..
&aneling
o Bower reaches ) &lywood and backup with fabrication material.
o (pper reaches ) ?ood work boards, metal screen tiles, perforated
gypsum boards.
:alse ceiling with combination of reflection and absorption tiles
?ooden flooring for dance and drama halls
49
.arpets, Bighting 0ound systems, 0tage decoration
,./.1 Ind!stria3 noise "ontro3
.anopies5enclosures for different machinery predominantly for
generators ranging from #Ikva " 4IIIkva, compressors, coil coolers.
%nechoic chambers.
;uiet cabins for operators in a noisy area.
$est facility for small machine parts.
,oise control measures for industries for different work parameters.
0ound proof doors.
0ound proof windows.
%coustic partitions.
%coustic ducting.
%coustic louvers.
,.0 COPETITORS
4<
'irloskar diesel genset.
.aterpillar diesel generator.
Mahindra diesel generator.
.ummins diesel generator.
8enerac diesel generator.
/iesel power generators.
,.1 NO.O& 5RANC'ES
+ro!7 o% Co#7anies )
0 % 2ngineering ?orks *I+ &vt. Btd.
0ound %ttenuators &vt. Btd .
0B' Intertect &vt. Btd.
4F
TA5LE 1
(TA5LE S'OWIN+ NEED O& DIESEL +ENSET TO COPAN:)
S.NO PARTICULARS NO.O&
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# O20 46 C4
4 ,= 4 D
TOTAL 4< #II
ANAL:SIS
Aased on the the analysis of the above table it can be seen that need of
genset in the company. CDM of the respondents have expressed that need of genset in
the company. ?here as 4M of the respondents did not need genset in the company.
4G
(+RAP' S'OWIN+ NEED O& DIESEL +ENSET TO COPAN:)
4D
INTERPRETATION( Jence MaHority of the respondents need genset in the
company.
TA5LE )
(TA5LE S'OWIN+ PRE&ERRED DIESEL +ENSET)
S.NO PARTICULARS NO. O&
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# 'I3B=0'%3 #< FI
4 .(MMI,0 < 4I
6 2I.J23 4 D
9 =$J230 6 #4
TOTAL 4< #II
ANAL:SIS(
4C
In this table i came to know that,FIM of the respondents preferred kirloskar,
4IM of the respondents preferred .ummins, DM of the respondents preferred 2icher,
#4M of the respondents preferred others..
(+RAP' S'OWIN+ PRE&ERRED DIESEL +ENSET)

INTERPRETATION( Aased on the the analysis of the above graph MaHority of the
respondents prefer kirloskar genset.
6I
TA5LE ,
(TA5LE S'OWIN+ LI*IN+ O& EIC'ER DIESEL +ENSET)
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# 0=(,/
2;(=0$I.
#I 9I
4 023-I.20 6 #4
6 :2%$(320 < 4I
9 =$J230 G 4D
TOTAL 4< #II
ANAL:SIS(
Aased on the the analysis of the above table likes and dislikes about eicher
/iesel genset. 9IM of the respondents likes the sound e7uostic in 2icher /iesel
6#
8enset, #4M of the respondents likes services, 4IM of the respondents likes features,
4DM of the respondents likes other.
(+RAP' S'OWIN+ LI*IN+ O& EIC'ER DIESEL +ENSET)
INTERPRETATION( $he above graph shows that Most of the respondents likes
sound e7uostic in 2icher genset.
64
TA5LE -
(TA5LE S'OWIN+ PRICE DI&&ERENCES O& 5ETWEEN OT'ER
DIESEL +ENSETS)
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# -23O JI8J #< FI
4 M2/I(M F 49
6 32%0=,%AB2 9 #F
9 -23O B=? I I
TOTAL 4< #II
ANAL:SIS(
Aased on the the analysis of the above table price differentiation compares to
his competitors.FIM of the respondents rated very high, 49M of the respondents rated
Medium, #FM of the respondents rated reasonable, and IM of the respondents rated
very low.
66
(+RAP' S'OWIN+ PRICE DI&&ERENCES O& 5ETWEEN OT'ER
DIESEL +ENSETS)
INTERPRETATION( $he above graph shows that 2icher genset price is very high.
69
TA5LE /
(TA5LE S'OWIN+ OPINION ON EIC'ER +ENSET )
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# 8==/ #I 9I
4 A2$$23 9 #F
6 0%$I0:%.$=3O G 4D
9 2P.2BB2,$ # 9
< A%/ 6 #4
TOTAL 4< #II
ANAL:SIS
?ith reference to above table we can analyze the opinion towards 2icher
genset.9IM of the respondents opinion is 8ood 1 other #FM of the respondents rated
as better, and the remaining 4DM of the respondents rated it satisfactory 9M of the
respondents rated excellent and #4M of the respondents rated as bad.
( +RAP' S'OWIN+ OPINION ON EIC'ER +ENSET )
6<
INTERPRETATION( :rom the above graph shows that the =verall opinion
towards the 2icher genset is satisfactory.
TA5LE 0
(TA5LE S'OWIN+ PER&ORANCE O& EIC'ER DIESEL +ENSET)
6F
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# GOOD #I 9I
4 BETTER G 4D
6 0%$I0:%.$=3O < 4I
9 EXCELLENT # 9
< A%/ 4 D
TOTAL 4< #II
ANAL:SIS (
Aased on the the analysis of the above graph shows the performance of the
2icher /iesel 8enset is good in the business market. 9IM of the respondents is 8ood
1 other #FM of the respondents rated as better, and the remaining 4DM of the
respondents rated it satisfactory 9M of the respondents rated excellent and #4M of the
respondents rated as bad.
(+RAP' S'OWIN+ PER&ORANCE O& EIC'ER DIESEL +ENSET)
6G

INTERPRETATION( $he respondents were satisfied with the features as they rated
saying they were 8ood in overall performance.
TA5LE 1
(TA5LE S'OWIN+ LOAN &ACILITIES O& EIC'ER DIESEL +ENSET)
6D
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# O20 # 9
4 ,= 49 CF
TOTAL 4< #II
ANAL:SIS(
Aased on the the analysis of the above table it represents they are not
providing any loan facilities to purchase of 2icher /iesel 8enset.CF M of the
respondenhts rated ,o.only 4M of the respondents rated Oes.
(+RAP' S'OWIN+ LOAN &ACILITIES O& EIC'ER DIESEL +ENSET)
6C
INTERPRETATION( Aased on the the analysis of the above graph shows company
is not providing any loan facilities for purchasing of 2icher genset to the customers.
TA5LE 9
9I
(+RAP' S'OWIN+ PRO.IDIN+ O& DISCOUNT O& EIC'ER DIESEL
+ENSET)
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# O20 46 C4
4 ,= 4 D
TOTAL 4< #II
ANAL:SIS(
$he above table shows the C4M of the customers rated as Oes and
DM rates as ,o.
(+RAP' S'OWIN+ PRO.IDIN+ O& DISCOUNT O& EIC'ER DIESEL
+ENSET)
9#
INTERPRETATION( $he above graph shows the company providing discounts to
the customers.
TA5LE >
(TA5LE S'OWIN+ SER.ICE O& T'E COPAN:)
94
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# -23O 0%$I0:I2/ 9 #F
4 0%$I0:I2/ D 64
6 ,=
.=M&B%I,$0
F 49
9 /I0 0%$I0:I2/ G 4D
TOTAL 4< #II
ANAL:SIS (
$his table is designed to measure the satisfaction levels of customers
regarding services offered by company,#FM customers are -ery satisfied with the
services provided by the company,64M customers are satisfied with the service,49M
customers do not have any complaints regarding the service offered by the .ompany
and 3emaining 4DM customers are dissatisfied with the services of company.
(+RAP' S'OWIN+ SER.ICE O& T'E COPAN:)
96
INTERPRETATION( Aased on the the analysis of the above graph the =verall
satisfaction towards the company service is satisfactory to the customers.
TA5LE 1@
(TA5LE S'OWIN+ DISSATIS&ACTION O& EIC'ER DIESEL +ENSET)
99
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# SERVICES #I 9I
4 INSTALLATIONS
CHARGES
< 4I
6 PRICES 9 #F
9 OTHER
REASONS
F 49
TOTAL 4< #II
ANAL:SIS (
In the above table shows the reasons for dissatisfaction to purchase of 2icher
/iesel 8enset in the market is compare to other competitors in the business market.
%s can be seen from the above table and graph, 9IM of the respondents rated as
services,4IM installation charges,#FM of the respondents rated as prices,49M of the
respondents rated as other reasons.
(+RAP' S'OWIN+ DISSATIS&ACTION O& EIC'ER DIESEL +ENSET)
9<
INTERPRETATION( $he above graph shows that MaHority of the respondents
dissatisfaction on service of the 2icher genset service.
TA5LE 11
(TA5LE S'OWIN+ EIC'ER +ENSET PRODUCT IN T'E AR*ET)
9F
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# ADVERTISEMEN
T
< 4I
4 NEWS PAPER #< FI
6 PAMPLETS 9 #F
9 OTHERS # 9
TOTAL 4< #II
ANAL:SIS(
Aased on the the analysis of the above table shows that most of the
respondents know 2icher genset product came through newspaper and
advertisement.FIM of the customers rated as news paper,4IM of the customers rated
as advertisement,#FM of the customers rated as pamphlets and 9M rated as others.
(+RAP' S'OWIN+ EIC'ER +ENSET PRODUCT IN T'E AR*ET)
9G
INTERPRETATION( $he source of awareness of product for maHority of
respondents is through newspaper and advertisement.
TA5LE 1)
(TA5LE S'OWIN+ INSTALLENT 5ASIS &OR ODE O& PA:ENT)
9D
RESPONDENTS
PERCENTA+E
O&
RESPONDENTS
# O20 46 DD
4 ,= 4 #4
TOTAL 4< #II
ANAL:SIS(
In the above table shows 0 % engineering co., provide installment basis for
mode of payment for 2icher genset product.DDM of the respondents rated as Oes and
remaining respondents rated as ,o.
(+RAP' S'OWIN+ INSTALLENT 5ASIS &OR ODE O& PA:ENT)
9C
INTERPRETATION( $he above analysis shows that company giving instalment
basis for the 2icher genset product.
TA5LE 1,
<I
(TA5LE S'OWIN+ LI*E O& T'E EIC'ER DIESEL +ENSET )
RESPONDENTS
PERCENTA+E
O&
RESPONDENTS
# O20 #G FD
4 ,= D 64
$=$%B 4< #II
ANAL:SIS(
In the above table shows most of the respondents FDM like 2icher genset
product because of the sound e7uostic and the others rated ,o.
(+RAP' S'OWIN+ LI*E O& T'E EIC'ER DIESEL +ENSET)
<#
INTERPRETATION( $he above graph shows that MaHority of the respondents like
2icher genset.
TA5LE 1-
(TA5LE S'OWIN+ PROOTION STRATE+IES O& T'E COPAN:)
<4
RESPONDENTS
PERCENTA+E
O&
RESPONDENTS
# O20 #I 9I
4 ,= #< FI
TOTAL 4< #II
ANAL:SIS(
?ith reference to above table we can analyze that 0.%. 2ngineering company
followed by different promotion strategies in the business market.9IM of the
customers says Oes and FIM rated ,o.
(+RAP' S'OWIN+ PROOTION STRATE+IES O& T'E COPAN:)
<6
INTERPRETATION( Aased on the the analysis of the above graph indicates that
most of the respondents says company is not following promotional strategies.
TA5LE 1/
(TA5LE S'OWIN+ STRATE+IES &OLLOWED 5: S.A. EN+INEEIN+
COPAN:)
<9
RESPONDENTS
? PERCENTA+E
O&
RESPONDENTS
# DISCOUNTS
OFFER
#< FI
4 SCHEMES < 4I
6 FREE
INSTALLATIONS
CHARGES
6 #4
9 FREE
TRANSPORTATI
ON CHARGES
4 D
TOTAL 4< #II
ANAL:SIS(
In the above table shows that the company followed by different 0trategies
and schemes also for the satisfaction of the customers.FIM is discount offers,4IM is
schemes,#4M is free installation chargers,and DM is free transportation chargers.
(TA5LE S'OWIN+ STRATE+IES &OLLOWED 5: S.A. EN+INEEIN+
COPAN:)
<<
INTERPRETATION( $he above graph shows that company following strategies to
the customers.
TA5LE 10
(TA5LE S'OWIN+ +URANTEE SER.ICE )
<F
RESPONDENTS
?
PERCENTA+E
O&
RESPONDENTS
# 6 MONTHS 6 #4
4 12 MONTHS #9 <F
6 18MONTHS < 4I
9 24 M0NTHS 4 D
< MORE THAN 24
MONTHS
# 9
TOTAL 4< #II
ANAL:SIS(
Aased on the the analysis of the above table company providing guarantee
service,#4 M of the respondents rated F months,<FM of the respondents rated #4
months, 4IM of the respondents rated #D months,DM of the respondents rated 49
months,9M of the respondents rated more than 49months.
(+RAP' S'OWIN+ +URANTEE SER.ICE)
<G
INTERPRETATION( $he above analysis shows that Most of the respondents says
company providing guarantee service is more than #4months.
&INDIN+S
=n the basis of the survey, we found that
<D
$he customers are satisfied with 2icher /iesel 8enset.
Most of the customers like sound 27uostic in 2icher /iesel 8enset
$here is less product awareness to the customers in the market.
$he performance of the 2icher /iesel 8enset is good
Most of the customers are dissatisfied with the service of the company
$hey are not follow the proper marketing strategies in the company.
$he price of the 2icher /iesel 8enset is very high then compared to the other
genset.
In the analysis customers preferring 2icher /iesel 8enset is less, than compared to
the other /iesel 8ensets.
$he company does not providing any loan facilities to the customers.
RECOENDATIONS
Aased on our research findings, the following recommendations have been
offered)
$he company should improve the product awareness of the 2icher /iesel 8enset in
the market.
$he customers stated that the company should improve their services to their
customers
$hey have to improve a lot in putting advertisements in the various source of
advertisements.
<C
$he 2icher genset has improve brand image in the market.
$he price of the 2icher /iesel 8enset is very high than compared to the other
gensets. so it has to reduce the price.
$he company develop the marketing strategies in the market.
$he company is not providing loan facilities to the prospective customers. 0o, it
has to improve
CONCLUSION(
:rom $he %bove %nalysis it is .oncluded $hat 2icher genset performance is
good but the price of the genset is very high than compared to other gensets.the
customers are less preferring of 2icher diesel genset.
$he study revealed some interesting facts of customers with regard to their
satisfaction. 0.%. 2ngineering works *India+ pvt.ltd. is performing to the customers
expectations that lead to their satisfaction.
FI
%t the same time there are few dissatisfied customers. 0o the company must
look into this matter, % customer complains of his dissatisfaction only when he is
interested in doing further relationship with the company, $hus the company should
try to reduce the dissatisfaction.

5I5LIO+RAP':
We=site(
www.saengineering.in
www.google.com
www.eichergenset.com
F#
Re%eren"e 5ooks(
&hilip, 'otler, A &3I,.I&B2 =: M%3'2$I,8 B8 1th edition, prentice"hall
of India.
'otler, keller, M%3'2$I,8 M%,%82M2,$!, 1)
t$
edition8 prentice"hall
of India.
&radeep 'umar, elements of M%3'2$I,8 M%,%82M2,$!,F th edition,
kedar nath,ram nath 1 co.

2UESTIONNAIRE
A st!d4 on C!sto#er Satis%a"tion o%
0.%. 2,8I,223I,8 ?=3'0 *I,/I%+ &-$. B$/,
A%,8%B=32
1. Name : ____________________________
F4
2.Sex :
( ) Male )( ) Female
3. Marital Status :
( ) Married ( ) Single
4.Occupation :
( )Student ( ) usiness ( ) !xecuti"e
( ) #ro$essional ( ) ot%ers (Speci$&) ________________
'.(o &ou need (iesel genset to &our compan&)
( ) &es ( ) N*
+.,%ic% rand (iesel -enset do &ou pre$er to &our compan&)
( ) .irlos/ar ( ) 0ummins ( ) !ic%er ( ) ot%ers
1. 2%& do &ou li/e most !ic%er (iesel -enset )
( ) sound e3uostic ( ) ser"ice ( ) $eatures ( ) ot%ers
4. 5o2 2as t%e price di$$erence compared to ot%er (iesel -enset)
( ) 6er& %ig% ( ) medium ( ) reasonla7le ( ) 6er& lo2
8. ,%at is &our opinion a7out !ic%er -enset )
( ) -ood ( ) 7etter ( )satis$actor& ( ) !xcellent ( ) 7ad
F6
1* . 5o2 2as t%e per$ormance o$ !ic%er (iesel -enset)
( ) -ood ( ) etter ( )satis$actor& ( ) !xcellent ( ) ad
11. !it%er t%e& pro"ide an& loan $acilities to &ou $or purc%ase o$
!ic%er (iesel -enset or not )
( ) 9es ( ) No
12. 2%et%er t%e& pro"ide an& discount at t%e time o$ purc%aseing
o$ !ic%er (iesel -enset)
( ) 9es ( ) N*
13. (o &ou li/e !ic%er -enset Ser"ice)
( ) 9es ( ) No
14. ,%at are t%e reasons $or (issatis$action o$ !ic%er (iesel
-enset )
( ) Ser"ices ( ) :nstallations c%arges ( ) prices ( ) ot%er
reasons
1'. 5o2 do &ou 0ame to /no2 a7out t%e !ic%er -enset product in
t%e mar/et )
( ) ;d"ertisment ( )Ne2s pepar ( ) pamplets ( )ot%ers
1+. ,%et%er S ; engineering co.< pro"ide installment 7asis $or
mode o$ pa&ment )
( ) 9es ( ) No
11. (o &ou li/e !ic%er (iesel -enset )
F9
( ) 9es ( ) No
14. ,%et%er ) Sa engineering co $allo2ed 7& di$$erent promotion
strategies )
( ) 9es ( ) No
18. 2%at are t%e di$$ernent t&pes o$ Startigies $allo2ed 7& Sa
engineeing co<. )
( ) discounts o$$er ( ) installment 7asis ( ) sc%emes
( ) $ree transportations
2*. 5o2 man& Mont%s t%e& pro"ide -urantee ser"ice to &ou)
( ) 12 mont%s ( ) 14 mont%s ( ) + mont%s ( ) 24 mont%s
F<

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