Download the original attachment Your browser may not support display of this image.

Your browser may not support display of this image.

Your browser may not support display of this image. Submitted to: Maharaja Ganga Singh University Bikaner Submitted by: Pooja Sharma BATCH 2006-09

INDIAN INSTITUTE OF MANAGEMENT AND TECHNOLOGY (GIRLS COLLEGE) HANUMANGARH TOWN

Acknowledgement The present report is based on the study Customer satisfaction of SARAS milk & milk products vis--vis 0thers in Jaipur Dairy. in partial fulfillment of the requirements of BBA Final Year Program. It is matter of great pride that I got opportunity to complete my summer training in reputed organization like Jaipur Dairy. It is my sincere duty to express my deep sense of gratitude that supported and helped me out in preparation of this project report. I wish to express my sincere gratitude to MR. ATUL SHUKLA(Marketing Manager) and Miss. Neeru in Jaipur dairy, who has been enough to allow me to undertake my project in this prestigious organization. I also thankful to my friends and respondents for the effort they have put in for giving report in its present shape. I was a pleasant to fell great experience working in this organization.

POOJA SHARMA BBA 2006-2009

Table of contents: Acknowledgement List of Illustration Abstract Introduction iv v iii ii

1.1 History of co-operative movement in India

11 13

1.2 State profile, about JPR. Dairy, organization. 1.3 Objective, BOD, three tier structure 15

1.4 Technical input, training and extension, automation 19 1.5 Products, quality assurance, JPR Dairy units 1.6 On going projects, statistics 24 28 22

1.7 About Jaipur dairy, activities, empowerment 1.8 Production, services, marketing Market Research vi 32

2.1 Business Research, Types, Stage of Research Process 37 2.2 Research Objective 2.3 Research Methodology 2.4 Survey, Data Collection Method 2.5 Analysis of Survey 2.6 Questionnaire Used 2.7 Findings 2.8 Limitations 49 44 39 38

Conclusion & Recommendations vii Annexure viii

Abstract:Customer Satisfaction:* The buyers cognitive state of being adequately or inadequately rewarded for the sacrifice he has undergone ( Howard and Sheth, 1969, p 145 / SERVQUAL papers.

* Satisfaction is a summary psychological state resulting when the emotion surrounding disconfirmed expectations is coupled with the consumers prior feelings about the consumption experience ( Oliver, 1981/ SERVQUAL papers.

* Customers satisfaction with a purchase depends on the products (or services) performance relative to buyers expectations. For example how is a patient to know if their open heart surgery was performed correctly if they have not undertaken medical training?

Type of service can also affect a persons evaluation, ?Customer satisfaction studies have shown that women who are in hospital for childbirth, on average, rate their hospital experience more favorable than those hospitalized for the cure of some disease ( Carman, J ?patient perceptions of service quality? Journal of services marketing). Overall satisfaction is an aggregation of all previous transaction specific evaluations which is updated after each specific transaction, this provides a persons general perception of a firm including global impressions and experiences of the firms attributes, such as honesty, reliability and so on. Where as a with transaction specific satisfaction evaluations are generally based more on particular events within the transaction, e.g. specific employee friendliness or time spent waiting. Consumer Expectations: The predominant element which shapes consumers evaluation of a service is the consumers expectations, pre? Purchase beliefs about service provision that act as a standard or reference point for judging post purchase performance? (lovelock p 94).

CHAPTER -1 Organization Introduction

Registered March 1975 Plant commissioned June 1981 APS April 1984 Coverage Jaipur & Dausa Started with 25 DCS

Towards fulfillment of the national objective of making India self sufficient in milk production, a small step was taken in March 1975 and Jaipur Zila Dugdh Utpadak Sahakari Sangh Ltd., Jaipur (popularly known as Jaipur Dairy) was registered under Cooperative Act 1965 to work in then

Jaipur District. Initially this union did not have the processing facilities. It started with a modest beginning of procuring 250 liters of milk per day. Your browser may not support display of this image. The initial handling capacity of the dairy plant was 1.5 Lakh Lt. per day with a powder plant of 10 MT per day capacity, which was commissioned in the year 1981 under Operation Flood Program 1 by National Dairy Development Board for service of thousands of rural farmers families of Jaipur. Over the years, there has not been looking back for Jaipur Dairy and the significant growth has been made in all fields i.e. procurement, processing and production of various milk and milk products and marketing thereof under the brand name of SARAS. The plant is managed and operated by well-qualified, competent and experienced managerial cadre and highly motivated work force to provide highest quality of products and best of the services to our esteemed customers. Your browser may not support display of this image. To further improve the efficiency and effectiveness of the plant performance, Jaipur Dairy (Jaipur Zila Dugdh Utpadak Sahakari Sangh Ltd., Jaipur) had earlier obtained the Quality Management Systems Certification as per ISO 9002:1994 in combination with IS: 15000 (HACCP) in the year 2000. Now the dairy has upgraded the system in accordance with ISO: 9001: 2000 in combination with (HACCP) as per IS: 15000: 1998. Activities:This Dairy procures milk through its strong network of over 1200 Village level Dairy Co-operative spread in Jaipur & Dausa district. Dairy arranges transportation of milk from doorsteps of milk producers to the receiving point at dairy plant and its chilling centers. Payments of milk are disbursed to the milk producers on ten-day basis. Procurement and input activities include Farmer's Organization, Input Services like Animal Health Coverage, animal breeding programme, Supply of balanced cattle feed and improved high yielding fodder seeds to the members, Cooperative institution building , Women Dairy Cooperative Leadership programme and Training of DCS manpower and its Managing committee members etc. Processing facilities of the dairy plant presently include multidimensional activities like chilling, Pasteurization, standardization, sterilization, production of Ghee, Butter (Salted / Unsalted), Skimmed Milk Powder(SMP), Indigenous fresh Milk Products (Paneer, Shrikhand, Chhach (Plain / Salted), Lassi, Mawa (Khoa)& Dahi (Plain / Mishti) and Aseptic Milk (which was handed over to Jaipur Dairy only in 1997-98). Empowerment:We have entered in the 21st centaury; still Back bone of our Indian economy is primarily agriculture & animal husbandry. Most of the activities, & related to there two fields are done by women but have contribution is not recognized at any level. Your browser may not support display of this image. In dairy & animal husbandry sector, she is playing very important role. But behind the screen, Jaipur dairy also identified the significance of her role & started emphasizing on participate increasing women participation by increasing women membership & no of women in D.C.S. management committee. It could yield only a mild positive impact. Jaipur Dairy in 1991 started RAJASTHAN WOMEN DAIRY PROJECT, supported by Ministry of HRD G.O.I .Under this project exclusively women dairy cooperative societies were organized, where member, management committee member, chairperson secretary etc, were all women. object of these project was society economic development of rural women This project had following programming Literacy

prog, health & Sanitation Prog.,Employment prog, Awareness Generation prog.

Your browser may not support display of this image. this image.

Your browser may not support display of

All these activities were to be performed on women Dairy Cooperative Society Plate form.This program yielded very good results. Beside considerable increase in income, increase in literary level better adoptability of Health & Hygiene practices, There is tremendous increav in her AWARENESS. She is more confident, better decision maker, self relient, ambitious & vocal. All these features were observed & felicitated by the then US President Mr. Bill Clinton during his visit to NAILA (JAIPUR) where are our dairy women demonstrated not only the working of automatic milk collection station with computers but also discussed will him the story of their storage and success. To system this Impact and feature strengthening women dairy cooperatives jaipur dairy started women dairy cooperative leadership development. Program and cooperative institution building program with. The help & support of National Dairy Development Board, Jaipur. Objective of this program is again strengthening of WDES & its numbers by increasing women participation in all activities of WDES. Modus apparent for awareness is training at various levels. These peregrine facilitated by local resource person who is again a women, Selected out the same level onass,local , literate , vocal ,acceptable locally ,vibrant & having leadership ability. this program has also given good result in the form of owning of organization ,role perception & loyalty to D.C.S. Woman empowerment is continuous process. only this we can say is A promise to keep, A Dream to fulfill, And Miles to go

Production:The Installed capacity of Jaipur Dairy was 1.5 LLPD. The Dairy Plant was commissioned in the year 1981 under OF 1. With the multiple increase in marketing of milk and milk products and also in milk procurement, the capacity of the plant was increased to 2.5 Lakh Lt. Per day in 199899 with internal human and financial resources. The production facilities are available and maintained in most hygienic manner as per laid down procedures of Quality Management System. Considering the growth in procurement and marketing, Jaipur Dairy has prepared and initiated Expansion Plan for expanding the capacity to Five Lakh Ltr per day., with the help of NDDBJaipur Dairy also has Aseptic Packaging Station, which is a 'State of Art Technology' and of very few in the country. Your browser may not support display of this image. Your browser may not support display of this image. The plant has been well maintained till date by our own technical staff. This fact has been well accepted and acknowledged at recently held Milk Seminar at Goa, when Jaipur Dairy was awarded for 'Best Machine Utilization'. Jaipur Dairy has always stood to its commitment of fulfilling the demand of Indian Forces posted at front in the hour of need. The conditions of production facilities and production environment is being maintained in perfect conditions till date.

This has resulted in other sister organizations like MP Federation and Mother Dairy to enter into long time agreement with Jaipur Dairy for manufacturing the products under their respective brand names. Products:The "Saras" range: Fresh Milk Long Shelf Life Milk- Tetra pak DTM Toned Standard Full Cream Skimmed Cow Milk Cow Milk Toned Milk (Taaza) Fresh Milk Products Long Shelf Life Milk Products Chaach Lassi Dahi Paneer Shrikhand Icecream Rasgulla Flavored milk Mawa Ghee Cow Ghee Table Butter SMP WMP Cheese Dairy Whitener White Butter Cattle Feed Balanced feed High energy Mineral mixture Calf starter Urea Molasses Brick (UMB)

Services:-

Quality Jaipur dairy has got a sophisticated quality Control Laboratory, which is equipped to carry out almost all the chemical and bacterilogical tests related with milk and milk products. The QC lab also carry quality tests for various packaging material, ingredients, chemicals used in Jaipur Dairy. The services of the QC lab is also used for carrying our consumer awareness programs like "Dudh Ka Dudh Pani Ka Pani". We also have facility for general public for getting their milk/ghee samples tested in our QC lab free of cost. Quality Assurance:Jaipur Dairy possesses a specialized central quality control laboratory which monitors adherence to quality standards through random sampling of milk, milk products, cattle feed, packing material etc. Each dairy plant has its own laboratory to which Jaipur Dairy staff provides advice and technical support. Established in the year 1990 the Central Quality Control Laboratory in Jaipur Dairy is engaged in monitoring the quality standards of milk and milk products, packaging material, cattle feed and effluent treatment so as to ensure their conformance with laid down respective standards of P.F.A., B.I.S., Ag-mark and Pollution Control Board. Ambit of activities cover all aspects right from collection of milk to finished products by programmer such as clean milk production, ISO-9002 and HACCP-15000 certification. In addition to this all the major milk plants and cattle feed plants too have their own laboratories to ensure the QAP and TQM at first place. Commitment to production of quality products has resulted in the dairy plants at Ajmer, Alwar, Bhilwara, Bikaner, Ganganagar, Jaipur & Udaipur being registered under ISO-9002 and HACCP15000 systems. Engineering The lifeline of Jaipur dairy i.e. steam, water and refrigeration is provided and maintained by the Engineering section. Apart from this, this section does regular maintenance both preventive and corrective, only. Considering the perishable nature of milk, the engineering section has to be on its toes always. The section is managed by well- qualified and experienced manpower, which are at par with any professional organization. Human Resource Development Jaipur dairy has always considered its staff member as an asset. Various programs are run on continuous basis for keeping the morale of employees high. Without the positive support of the employees, the success story of Jaipur Dairy would not have been possible. Yearly Get-together of all officers and employees is one of the most important events of Jaipur Dairy. For the last few years, more emphasis is being given on employees training in the field of Attitude, Customer Relations, Positive Thinking, Time Management, Stress Management, and Team Building etc. apart from technical subjects. Employees are being made aware of such subjects either by nominating them to various training organizations and workshops & seminars. Also experts are being invited to conduct in house workshops & seminars. Jaipur Dairy has a HRD cell also, which circulate good and readable articles to employees for self-development. Marketing:Jaipur Dairy sells its milk & milk products through a network of over 1800 retail outlets spread

over Jaipur city and near by 50 towns. The retailers are the most important segments of Jaipur Dairy and are given all care and attention. They are regularly trained on various aspects of Customer satisfaction. We have ensured that the consumer should not travel / walk more to fetch milk for his / her daily consumption. With this intention, strong networks of retail outlets have been made. Supply of liquid milk is made twice a day for benefit of the consumers. Liquid milk is dispatched to rural area through a contracted fleet of insulated vehicles. Jaipur Dairy was among the first 8 dairies to be selected by NDDB for countrywide launch of Mnemonic symbol campaign. This has further given a big boost to the image of SARAS brand milk. The milk and milk products are sold through a network of a mix of own, shop agencies, various institutions and Saras Milk Parlors. Jaipur Dairy has taken utmost care to satisfy and delight its customers and consumers. We have launched many consumers incentive and sale promotion schemes during last few years like Double Dhamaka, Triple Dhamaka, Home Delivery Schemes etc. The Customer Satisfaction Index is an indicator of the performance of the Jaipur Dairy. Your browser may not support display of this image. One of the series of Saras Milk Parlour

Jaipur Dairy has also started marketing ghee in rural area through dairy cooperative societies. The results of the same have been overwhelming and presently we are selling over 70 MT per month of ghee through DCSs.

CHAPTER-2 Market Research

Business Research:Research that is indented to expand the boundaries of knowledge itself or to verify the acceptability of a given theory.

Or

Business research is defined as the information for aid in making business decisions. systematic and objective process of generating. Or It aint the things we dont know that gets us in trouble. Its the things we know that aint so. ArtemusWard. * Research information is neither intuitive nor haphazardly gathered. * Literally, research (re-search) -search again * Business research must be objective * Detached and impersonal rather than biased * It facilitates the managerial decision process for all aspects of a business.

Business Research Types:* Basic research:# Attempts to expand the limits of knowledge. # Not directly involved in the solution to a pragmatic problem.

* Applied research:# Conducted when a decision must be made about a specific real-life problem.

Major Topics for Research in Business:* General Business Conditions and Corporate Research * Financial and Accounting Research * Management and Organizational Behavior Research * Sales and Marketing Research * Information Systems Research * Corporate Responsibility Research

Stages of the Research Process:* Problem Discovery and Problem Definition * Research Design * Sampling * Data Gathering * Data Processing and Analysis * Conclusions And Report

Research Objectives:-

* To know about the business activities of JAIPUR DAIRY

* To ascertain satisfaction level of customers about Saras products

* To ascertain the responses of customers regarding their opinion about similar products prevalent in market.

* To make suggestions in order to strengthen the level of customer satisfaction.

* To understand the difficulties faced by customers.

Survey:Surveys ask respondents for information using verbal or written questioning. We are conducted a basic research to expand the boundaries of knowledge and we have two questionnaire one for customer and other for retailers.we were used simple random sampling for this survey. In case of customers:Sample Unit:For this research, the sampling units are respondent belonging to different background customers which includes low, middle and upper class of society. Sample Size:Number of items related to the universe constitutes the sample size, for this research work, 100 constitute the sample size. Data collection method:The research instruments used to collect data both questionnaire and structured interviews with the target respondents. Questionnaire was handed over to the respondents retained by the investigator on getting the response, one questionnaire was used exclusively for one respondent .Investigator has to put in a

lot of efforts to generate interest of the person. I used both open and close handed question. A sample questionnaire is appended in the annexes of this report. * Data collection method are same in both cases.

IN CASE OF CUSTOMERS:Q1. Ans Which brand you prefer in milk & milk products ? The responses were: Lotus = 4% Others = 18%

Saras = 62% Amul = 16% Q2. Ans How often do use products? The responses were:

Daily = 96% Once/month = 0%

Once/week or more = 3%

2 to 3 Times a month = 1%

Q3. Ans

Overall, how satisfied are you with products ? The responses were: Somewhat satisfied =

Very unsatisfied = 0% Unsatisfied = 5% 31% Very satisfied = 51% Extremely satisfied =13%

Q4. Ans

How likely are you to use/purchase products again? The responses were: Probably = 40% Probably not = 1% Definitely not = 0%

Definitely = 52% Might or might not = 7% Q5. Ans

Would you recommend products to others? The responses were: Probably = 41% Probably not = 5% Definitely not = 2%

Definitely = 34% Might or might not = 18%

Q6. Compared to other product category that are available, would you say that product is? Ans The responses were:

Much better = 28% Somewhat worse = 2% Q7. Ans

Somewhat better = 45% About same = 25% Much worse = 0%

Based on your experience with product, how likely are you to buy a other product again? The responses were: Unlikely = 37% Extremely likely = 6% Somewhat unlikely = 28%

Very unlikely = 10% Very likely = 19% Q8. Ans

How did the product's price compare to your expectations? The responses were: Fair = 46% Very good =12% Excellent = 6%

Poor = 14% Good = 22% Q9. Ans

How would you rate the overall value of this product? The responses were: Low value = 4% Average = 56%

Very low value = 0% High value = 35% Very high value = 5%

Q10. Over the next 12 months, how likely are you to replace your (product) with another (product or brand)? Ans The responses were: High chance = 7% Never = 12% Equal chance = 33%

Certain = 2% Low chance = 46% Q11. Ans

Knowledge of the product? The responses were: Fair = 11% Very good = 36% Excellent = 6%

Poor = 2% Good = 38% N/A = 7% Q12. Ans Courteousness? The responses were:

Poor = 4% Good = 32% N/A = 8% Q13. Ans Willingness to help? The responses were:

Fair = 17% Very good = 33% Excellent = 6%

Poor = 2% Good = 33% N/A = 8% Q14. Ans Efficiency/quickness? The responses were:

Fair = 8% Very good = 41% Excellent = 8%

Poor = 0% Good = 22% N/A = 6% Q15. Ans

Fair = 12% Very good = 47% Excellent = 13%

Ability to complete transaction? The responses were: Fair = 7% Very good = 29% Excellent = 15%

Poor = 0% Good = 43% N/A = 6% In case of retailers:Sample Unit:-

For this research, the sampling units are respondent belonging to different background retailers which includes booth, shop agencies, parlours and retail stores (Reliance, India Bulls, Spencers) in modern trends. Sample Size:Number of items related to the universe constitutes the sample size, for this research work, 25 constitute the sample size.

Q1. Ans.

When asked about quality of service? The responses were: Good = 44% Average = 16%

Excellent = 32% Fair = 8% Poor = 0% Q2. Ans. Value for money? The responses were:

Excellent = 16% Average = 16%

Good = 44% Fair = 24%

Poor = 0% Q3. Ans. Range of products/services offered? The responses were: Good = 48% Fair = 8%

Excellent = 32% Average = 12% Poor = 0% Q4. Ans.

Speed of response to your initial enquiry? The responses were: Good = 36% Fair = 4% NA = 24%

Excellent = 20% Average = 0% Poor = 16% Q5. Ans.

Ease of getting through to the right person? The responses were: Good = 60% Fair = 4% NA = 8%

Excellent = 28% Average = 0% Poor = 0% Q6. Ans. Understanding your needs? The responses were:

Excellent = 12% Average = 24% Poor = 4% Q7. Attitude of SARAS staff?

Good = 40% Fair = 20% NA = 0%

Ans. The responses were: Excellent = 12% Average = 8% Poor = 12% Q8. Ans. Timeliness of quotation/proposal? The responses were: Good = 64% Fair = 4% NA = 0%

Excellent = 12% Average = 12% Poor = 8% Q9.

Good = 44% Fair = 12% NA = 12%

Quality of documentation/presentation etc.?

Ans. The responses were: Excellent = 4% Average = 4% Poor = 4% Q10. Opening hours/access? Ans. The responses were: Good = 4% Fair = 0% NA = 88% Good = 12% Fair = 0% NA = 76%

Excellent = 4% Average =4% Poor = 0% Q11. Ans. Timeliness of invoicing? The responses were:

Excellent = 4% Average = 8% Poor = 0% Q12. Ans. Ease of payment? The responses were:

Good = 64% Fair = 12% NA = 12%

Excellent = 24% Average = 8% Poor = 0% Q13. Ans.

Good = 56% Fair = 8% NA = 4%

Ease of contacting SARAS to complain? The responses were: Good = 76% Fair = 0%

Excellent = 16% Average = 8% Poor = 0%

Q14. Ans.

The attention given to your complaint? The responses were: Good = 64% Fair = 8%

Excellent = 4% Average = 12% Poor = 12% Q15. Ans.

Speed with which SARAS dealt with it? The responses were: Good = 56% Fair = 8%

Excellent = 16% Average = 12% Poor = 8% Q16. The final resolution/outcome?

Ans. The responses were: Excellent = 8% Average = 4% Poor = 12% Analysis of Survey:1.In case of customer:Question No. 1 62 2 96 3 4 52 5 34 6 28 7 10 8 14 9 10 2 11 2 12 4 13 2 14 15 * 1 4 3 5 40 41 45 37 46 4 7 11 17 8 12 7 Responses of customer 2 3 4 5 16 18 1 31 51 13 7 1 18 5 2 25 2 28 19 6 22 12 6 56 35 5 33 46 12 38 36 6 7 32 33 6 8 33 41 8 8 22 47 13 6 43 29 15 6 6 Good = 64% Fair = 12%

* 62% customers are using Saras milk and other products which is related to Saras. Rest of 38% are using other products which include Amul, Lotus and others(milk vendor).

Your browser may not support display of this image. * 96% of all are using products on daily basis.

* 72.5% of Sarass customers are very satisfied or extremely satisfied with Saras products. Which shows satisfaction level of Sarass customers.

Your browser may not support display of this image.

* When we were asked customers that Would you recommend products to others? Then 41% customers which is major in this category said probably.which shows conservative nature of jaipurites.

* According to study when we were asked How likely are you to use/purchase products again then 52% people said definitely and 40% said probably.

* 28% customers said that compared to other product category that are available in market their product is much better and 45% said somewhat better.

* According to study when we were asked How did the products price compare to your expectations? Price is a sensitive issue in current situation because price is also a satisfaction factor nowadays .then 14% said poor 46% think its fair and 22% remarked good as their answer.

* 82.25% of Saras customers were marked from fair to excellent as their answer. which also shows their satisfaction in price compared to other products which available in the market.

* 56% customers are said that overall value of this product is average and 35% marked high value as their answer. Value which includes all price, satisfaction and other factors.

* 62.9% customers of Saras said that they do not want to replace their product with other product and brand. which shows the emotional attachment of customers with their brand

SARAS.

2. In case of retailers:Question No. 1 8 2 4 3 8 4 5 5 7 6 3 7 3 8 3 9 1 10 1 11 1 12 6 13 4 14 1 15 4 16 2 Responses of retailer Excellent Good Average 11 4 2 11 4 6 12 3 2 9 1 4 6 15 1 2 10 6 5 1 16 2 1 3 11 3 3 2 3 3 1 1 19 1 1 22 16 2 3 3 14 2 2 1 19 2 16 3 2 3 14 3 2 2 16 1 3 3 Fair Poor NA

* When we are talking about satisfaction of Saras then retailer is also important for company because retailer is a connective link between customer and company. So there feedback also matters.

* 76% retailers are marked good/excellent as their answer when we were asked about quality of Sarass service.

Your browser may not support display of this image. * * * 60% retailers said that they are getting good or excellent value for their money. That shows their satisfaction level with Saras.

* 80% were said that the range of products offered by Saras is good/excellent.

* 56% were said that speed of response to initial enquiry is good/excellent.

* When we were asked about attitude of Saras staff then 76% marked good/excellent as their answer.

* Ease of payment is other important issue from retailers point of view. Saras is dealing in case payment on daily basis. 76% were said that they do not have any problem on this aspect of payment.

* Final resolution or outcome for any complaint is also important. 72% of retailers are marked good/excellent as their answer.

Limitations:The study was targeted to 100 customers and 25 retailers. Which is miniscule compared to the large customer base of RCDF. The responses may show the trend, but not absolute in nature. Many customers were not educated and responses were not clear. The exercise is time consuming and within this limited time period, it is difficult to have a study of this nature. The senior functioner were preoccupied in their work, it is difficult to get appointment and sufficient time from them.

CHAPTER-3 Conclusions

& Recommendations

Conclusions:Product with high quality and reasonable price is the best choice of a customer which makes his money worth. However in this competitive era every organization is trying to command the market and wants to sustain competitive advantage by luring its customer with best product and services. As India has its 1st place in world for its dairy product where Saras is as a brand name for the customers. They are much aware about its milk and milk products. According to study about 62% Jaipurites are consuming Saras milk and milk products and about 72.5% of those consumers are satisfied with its taste and quality. This percentage shows that Saras is producing quality product and is able to satisfy its customer. But here quality is not everything for a customer they consider price with quality when they buy any product. Here is customers complaint about Saras products that they do not have price stability. They hike prices very soon which affect their pocket and disturb their budget. Now Amul has entered in Rajasthan Market, which is very old brand and has good image in country for its dairy products. To attract dealer it launched promotion campaign, and to a certain level it is able to switch dealer from Saras to Amul. At present it is on a small scale in Rajasthan, but when it will come in full force, it will be a major threat for Saras because both brands have same product mix.

Recommendations:Some suggestions for Saras on the basis of marketings 4 Ps Product:* Packaging of the Saras should be changed to unleakage packaging and should try to maintain a ideal level.

* Continuous feedback from the market should be done, so that the change in the taste and

preference of the consumer can come out.

Price:* Consumer wants stability in the price of Saras milk.

Place:* Proper co-ordination should be maintained between agent, distributer and marketing department.

Promotion:* Saras should be introduced some promotional advertisement that can make some awareness in the lower class of the society.

CHARTER-4 Annexure

Annexure:* Calculation sheet

* Questionnaire

* Sample work

Your browser may not support display of this image. 8.How did the product's price compare to your expectations? (A) Poor (E) Excellent 9.How would you rate the overall value of this product? (A) Very low value (B) Low value (C) Average (D) High value (E) Very high value 10.Over the next 12 months, how likely are you to replace your (product) with another (product or brand)? (A) Certain (B) High chance (C) Equal chance (D) Low chance (E) Never Please rate the following characteristics of the service representative on a scale from 1 to 5, where 1 means poor service and 5 means excellent service. If you did not deal with a service representative, please select 6. 1 Poor 2 Fair 3 Good 4 Very Good 5 Excellent 6 N/A Knowledge of the product Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Courteousness Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. (B) Fair (C) Good (D) Very good

Willingness to help Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Efficiency/quickness Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Ability to complete transaction Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image.

Questionnaire for Retailers 1. About Our Service On a scale of 1 - 5, please indicate your views on the overall service provided. 5=Excellent, 4=Good, 3=Average, 2=Fair, 1=Poor Excellent Poor 5 4 3 2 1 a. Quality of service Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. b. Value for money Your browser may not support display of this image. Your browser may not support display of this image.

Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. c. Range of services offered Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image.

2. Similarly please indicate your views on specific aspects of the service. Excellent Poor not applicable 5 4 3 2 1 a. Speed of response to your initial enquiry Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. b. Ease of getting through to the right person Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. c. Understanding your needs Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image.

Your browser may not support display of this image. d. Attitude of SARAS staff Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. e. Timeliness of quotation/proposal Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. f. Quality of documentation/presentations etc Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. g. Opening hours/access Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. h. Timeliness of invoicing Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image.

Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. i. Ease of payment Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image.

3. Complaints Excellent Poor 5 4 3 2 1 A. Ease of contacting SARAS to complain Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. B. The attention given to your complaint Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. C. Speed with which SARAS dealt with it Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image.

D. The final resolution/outcome Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image. Your browser may not support display of this image.

Booth No Phone.

Address

References:* Zikmund William G., Business Research Methods, 7ed. Thomson south-western.

* Jaipurdairy.com.

* Sarasmilkfed.coop.