A POJECT REPORT ON Customer satisfaction OF MEHTA GROUP OF INDUSTRY.

A PROJECT SUBMITTED TO:GUJRAT TECHNOLOGICAL UNIVERSITY in partial fulfillment of the degree of Master in Business Administration.

PREPARED BY: PARTH .P.TRIVEDI

GUIDED BY: Mr. DHAVAL DAVE

CANDIDATES STATEMENT

I undersigned PARTH TRIVEDI, the student of M.B.A hereby declare that the project work presented in this report is my own and has carried it out under the guidance of Prof., DHAVAL DAVE of C.C.GARDI INSTITUTE OF MANAGEMENT, RAJKOT.

DATE: / / PLACE: RAJKOT

SIGNATURE: NAME: PARTH TRIVEDI

PREFACE

The main purpose of industrial training at the M.B.A. level is to get superior knowledge about the organization. This training provides the full information about the various area of management like MARKETING Department, and also the

The main purpose of practical training is to gain knowledge of and study about the organization. To become sharper in the field of management, one needs both practical as well as academic knowledge.

During this training period, student can get a chance to meet the senior executive and learn something from their experience. Practical studies prove to be very important and necessary as it helps a student to enter into practical field and get an idea about the exact position of an entrepreneur.

During the academic year 2010-2012, I get my training in MEHTA GROUP OF INDUSTRY. I get a sympathetic chance to meet the directors of this company. I choose this company because the status of this company is too good in market. So I choose this company for my industrial training. My experience in this company was really very good and unforgetful. PARTH .P.TRIVEDI

 History of company
Shri Nanjibhai Kalidas Mehta, the founder of the Mehta Group, was endowed with exceptional entrepreneurial abilities. He was a true humanist who loved people; and philanthropic generosity was second nature to him. He was an ardent nationalist and a contemporary of the Father of the Nation who practiced the doctrines of the Mahatma.

Early days
He was born at Gorana village, near Porbandar in the State of Gujarat in India, on 17th November, 1887. Driven by a spirit of adventure, he set sail to the shores of Africa at age 13, in the year 1900. The measure of his adventurous, enterprising and persevering spirit can be gauged from his 46 trips between India and Africa at a time when sea voyages were fraught with uncertainty and danger. From his small trading outpost, it did not take long for his entrepreneurial ability to realise the vast potential of the land and start with vegetable growing. He also introduced varieties of cotton through seeds imported from India, and soon had 29 ginneries.

The sweet Taste of Success

The real reward came when he successfully grew sugarcane in the ubiquitous swamps of Africa and thereafter ventured into the manufacture of sugar. Thereafter he turned his attention to tea and coffee plantations.

An Industrial Empire on the Foundation of Humanity

What endeared him to the people of Africa was his affection for all people especially the oppressed and downtrodden. Today, the various industries and business houses of the Mehta Group in Uganda and Kenya bear testimony to his contribution to the economic well-being of the people. Having created employment opportunities for more than 10,000 Africans through his various activities and after firmly establishing his business empire in Africa, he turned his attention to India. The first unit he established in India was a textile unit at Porbandar. This was followed by oil mills, ginneries and a cement plant.

 Inspiring Structures
Set amidst sprawling 90 acre sylvan surroundings, the Arya Kanya Gurukul complex at Porbandar, Gujarat, established by the founder, is dedicated to female education in modern India. The education system at Gurukul is a blend of rich ancient Vedic heritage and modern educational systems with an orientation towards science and technology. Nanjibhai always kept pace with technological developments and established the Jawaharlal Nehru Planetarium - the first of its kind in Western India. Besides the Gurukul complex he erected the Kirti Mandir, a monument in memory of Gandhiji in his birth place, Porbandar. Similarly, keeping alive the memory of Swami Dayanand Saraswati, he built the Maharshi Dayanand Science College and donated it to the Education Society of Porbandar. It was characteristic of Nanjibhai that having erected the monument, he donated it to the Nation. Nanjibhai imbibed Gandhiji's doctrine of trusteeship and for a number of years set aside ten percent of his vast earnings for the betterment of society. Even in Africa, Arya Girls School at Nairobi, Kampala and Mombasa; Town Hall, Mehta Library and Jubilee Park at Kampala, Arya Samaj Mandir at Dar-es-Salaam, Women's Association Hall etc,. bear testimony to his contribution.

Glittering Honours
Nanjibhai was honored during his lifetime by the British Government with the title of M.B.E. for his work in Uganda. His Highness Maharana Shri Natvarsinghji of Porbandar conferred on him the title of Raj Ratna. On the cultural front, the late Kaka Kalelkar honored him with a Dharma Ratna.

The End of Legend

On 25th August, 1969 Shri Nanjibhai Kalidas Mehta expired. With his passing away, the Mehta Group of Industries lost a mentor, Gurukul a Kulpita and India an entrepreneur of exceptional ability and a humanist of unparalleled generosity. On the same day Uganda also mourned his death. His Excellency, A. Milton Obote, the President of Uganda at that time said: "In the passing away of Mr. Nanjibhai Mehta, Uganda has lost a true friend and a man who made tremendous contributions in laying the foundations of our economy. It is sad to see the passing of a man of Mr. Mehta's stature, but he will, I am sure, be long remembered for his charitable acts, not only in Uganda and East Africa but also in India."

History
Dating back to the year 1900 in Uganda, the history of Mehta Group is marked by several significant milestones. Over the decades, the Group has expanded, redeveloped, modernised and established itself as a major contributor to the global economy.

1900-1930:
Development of industries in Uganda: Tea plantation, ginnery, sugarcane plantation, sugar factory

1930-1940:
Commencement of operations in India: Textile mill and ginning factory set up in Porbandar (Gujarat) and trading company in Bombay

1950-1960:
Expansion of operations in India: Cement plant (Saurashtra Cement Limited) established in 1956

1970-1980:
The turning point in the Group's history:

Expulsion of Asians from Uganda by Idi Amin in 1972 Consultancy wing in India Plastic manufacturing unit set up in Canada Tremendous expansion of the Group in terms of size, value and geographical spread Called back to Uganda after the end of Idi Amin's regime

1980-1990:
Successful rehabilitation and expansion:

Active period for the Agrima Consultancy wing - consultancy to Ethiopia, Cameroon, Sudan, Burundi, Nigeria and in Asia to Nepal, Sri Lanka and Myanmar. Rehabilitation of all Ugandan companies. Second cement plant - Gujarat Sidhee Cement Limited, formerly Cement Corporation of Gujarat Limited

1990 -2000:
New ventures and modernisation:

Successful foray into the field of finance and banking with the establishment of Transafrica Assurance Company Limited. Modernisation and expansion of cement plants in India.

2000 -2010:

Total privatization of all companies in Uganda with the Mehta Group buying out the Government stake. Addition of new distillery of 30,000 liters per day in Uganda Expansion of Sugar Corporation of Uganda Limited (SCOUL)'s capacity to 3,000 tons cane per day Enhancing the Infrastructural capabilities in India: o Captive jetty at Porbandar Port which can berth ships up to 37,000 DWT; with a loading capability of 20,000 Ts, equipped with two cement silos and fully mechanized loading facilities. o 25 megawatt Thermal Power Plant at Saurashtra Cement, with multiple fuel options; can provide the complete power requirements for the entire cement plant operations.

Our commitment
Among the first Indian Groups to have established businesses overseas, The Mehta Group is committed to steering the tremendous opportunities offered by liberalisation and globalisation to benefit the societies in which they operate.

Our commitment to society:

Over the decades, the Group has continued to give back to society by undertaking several initiatives from the establishment of educational institutions to the preservation of National Monuments. The Group also provides employment to over 15,000 satisfied employees across 4 continents Asia, Europe, North America and Africa.

Our commitment to shareholders:

The Group's stakeholders and shareholders, who have partnered with progress, are in turn promised steady and incremental returns. All relevant parties are kept up-to-date on the Group's news, financial information and important dates with complete transparency and efficiency. The Group, which continues to play an important role in the steady transformation of India into a powerful global force, sincerely believes that they are the ideal link between India and the rest of the world.

 Cement & Building material

The Indian arm of the Mehta Group has two Cement and Building materials companies: Saurashtra Cement Limited and Gujarat Sidhee Cement Limited. Both companies have won prestigious national awards in the Indian cement industry and are ISO 9001:2000 and ISO 14001 certified. Their products conform to BIS, BS, SLSS and SABS standards and are marketed / distributed in bags, jumbo bags, trucks and by bulk. The companies employ multi modal transportation - road, rail and sea - to suit customers' requirements and their markets are located in Gujarat, Maharashtra, Rajasthan, Madhya Pradesh, the West Coast of India and overseas markets in Africa, the Indian Ocean and Middle East countries.

Saurashtra Cement Limited

Saurashtra Cement Limited manufactures and markets cement under the brand name 'HATHI'. The Company is also a recognized Export House and has won the Indian cement industry's prestigious national award. Besides standard products, the company also manufactures 'Sulphate Resistant Portland Cement' for specific applications. It is the aim of the company to ensure strategic integration of activities; optimize production and distribution across all markets, providing a complete solution for customer needs at the lowest possible cost.

 Company profile of hathi cement

Saurashtra Cement Limited (SCL) is the flag ship company of The Mehta Group, formed in 1956. SCL is one of the leading players in the Indian cement industry, manufacturing Ordinary Portland Cement (OPC) and Portland Pozzolana Cement (PPC). Also added Sulphate Resistivity Portland Cement (SRPC). SCL markets cement under the brand name "HATHI CEMENT". The product is marketed in 50 kg bag, packed in HDPE/PP or paper bags. The product is noted in the market for special greenish tinge and its superior finish on external surface. SCL's plant at Ranvav, located in Gujarat state has cement manufacturing capacity of 1.4 MTPA. The plant at Ranvav is a modern energy efficient dry process based plant comparable to international standards and makes use of latest machinery sourced from reputed international companies. The plant offers locational advantages because of its proximity to the Porbandar and Veraval/Okha ports. SCL thus has competitive access to the large export markets in the Africa, Middle East countries, Sri Lanka and Bangladesh by the economical sea route.

SCL's modernization scheme implemented in the past has paid the results. A state-of-the-art equipment and control system installed has led to capacity enhancement. The new power plant has brought reduction in power and fuel consumption and improvement in quality and lower emission levels.

 List of awards & achievements

ISO 9001:2008 Certification from RWTUV, Germany for Quality Systems. ISO 14001:2004 Certification from RWTUV, Germany for Environmental Management System. National Productivity Award for Best Production Performance 1995-96. National Productivity Award for Second Best Productivity in 1994-95, 1995-96 & 1996-97. CAPEXIL Award for Export Recognition, 1995 Indira Gandhi National Memorial Award for Excellence in Indian Industry. In addition to the above, the Company has received about 50 Awards from Indian Bureau of Mines and Director General of Mines Safety for Mining in relation to Pollution Control, Soil Management, Safety, Operations & Aforestation etc.

Some of our prestigious clients

Infrastructure Patel Infrastructure Ltd. Simplex Infrastructure Ltd AFCONS Infrastructure Ltd Gammon India Ltd. Sarjan Construction Co. Adani Port Backone Enterprises Ltd. Limak Soma JV IVRCL UP State Bridge Corpn Ltd. Sadbhav Engineers Ltd Ranjit Buildecon Ltd. Amar Construction Co. DIC-NCC (JV) - NH Project Saurastra Jaldhara Committee LARSEN & TOUBRO Ltd. Dheeraj Group ABG Shipyard Lokhandwala Construction

Oil & Gas Reliance Industries Ltd. Essar Oil Ltd. Industries Gujarat Heavy Chemicals Ltd. IFFCO Ltd. Nirma Ltd . Indian Rayon Utilities Sardar Sarovar Project S.P. International Airport, A'bad. Delhi Public School Swaminarayan Temple CPWD Armed Forces

K Raheja Group Hiranandani Group

Gujarat Sidhee Cement Limited (GSCL)

Gujarat Sidhee Cement Limited manufactures and markets cement under the brand name 'SIDHEE'. The company has a strong & established brand image and is supported by a wide network of dedicated dealers / distributors. The SIDHEE brand is well positioned as a market pioneer offering total construction solutions and 'best value for money'.

 Company profile

Gujarat Sidhee Cement Limited (GSCL) was originally set up as a joint venture between the Gujarat Industrial Investment Corporation and The Mehta Group. GSCL's plant is located at Sidheegram in Sutrapada Taluka, District Junagadh, Gujarat State, India. GSCLs plant uses the latest Dry Process Pre-calcination technology comparable to international standards. The state-of-the art plant makes use of machinery which is sourced from reputed international companies. The plant, operating at over 100% capacity, is also one of India's cost effective cement producers. Because of its proximity to the Porbandar and Pipavav ports, it has competitive access to the large export markets in the Africa, Middle East countries, Sri Lanka and Bangladesh by the economical sea route.

GSCL has got national and international recognition: Indias first 53 grade Cement Thrice winner of National Productivity Indias highest exporter of cement clinker Gujarats first cement company to get ISO 9002 (RWTUV, Germany) Got ISO 14001:2004 certification for Environmental Management Systems (RWTUV, Germany) Got ISO 9001:2008 certification

Gujarat Sidhee Cement Limited (GSCL) markets cement under the brand name "Sidhee". GSCL product range includes Ordinary Portland Cement (OPC) 53 Grade and 43 Grade, Portland Pozzolana Cement (PPC).

 PRODUCTS
Gujarat Sidhee Cement Ltd manufactures and distributes its own main product lines of cement. We aim to optimize production across all markets, providing a complete solution for customer's needs at the lowest possible cost, an approach we call strategic integration of activities.

Cement is made from a mixture of 80 percent limestone and 20 percent clay. These are crushed and ground to provide the "raw meal, a pale, flour-like powder. Heated to around 1450 C (2642 F) in rotating kilns, the meal undergoes complex chemical changes and is transformed into clinker. Fine-grinding the clinker together with a small quantity of gypsum produces cement. Adding other constituents at this stage produces cements for specialized uses. Sidhee Cement Company produces OPC 43 Grade, OPC 53 Grade and Portland Pozzolona Cement (PPC) .

 ENVIORMENT PROCCES
The Company grows 7.5 hectares of Cut Roses viz. First Red, Confetti, Souvenir, Frisco, Laminate under green house conditions and Rumba (open). It also grows Jasmines and Tuberoses for the European, UK and West Asian market. We at Gujarat Sidhee Cement Limited, manufacturers of clinker and cement are dedicated and committed to prevention of pollution and minimizing the adverse environmental impacts of our operations.

We commit ourselves to:

Comply with all applicable environmental legislation, regulations and other requirements. Ensure continual improvement in our environmental performance by setting, reviewing and achieving its objective by:

Minimising generation of dust and stack emission to the extent practicable by improving our manufacturing & operational practices; Optimising use & conservation of raw materials, fuel & energy; Monitoring dust & noise levels in ambient air on regular basis Maximising reuse of waste generated; Developing awareness among the persons who work for us on our behalf to work in a manner, which ensures preservation of environment; Conserving & developing of green belt over a period of time by encouraging plantation. Commitment to EMS in harmony with other management systems adopted by the company.

 CUSTUMER SATISFACTION

Customer satisfaction means giving the customers what they really want, when they want it and the way they want it. It involves understanding customer expectations and meeting them fully. It can be defined as an outcome of purchase and use resulting from the buyers comparison of rewards and the costs of the purchase in relation to the anticipated consequences. (Churchill and Surprenant 1982, 493) Customer is an individual or an organization. Their requirements are very similar. Conformance of services to their requirements and its performance in actual stage Competitive prices Quality and reliability Prompt delivery Service

CUSTOMER SATISFACTION NEED

The age of mass production and mass distribution welcomed by most customers and organizations, has had one negative consequence, it has distanced those who produce goods and services from those who consume them. In the era preceding mass distribution, producers found out very quickly how satisfied or dissatisfied their customers were in the course of their frequent and necessary interaction with their customer. This face-to-face interaction reminded the producers daily of the sovereignty of customers. The feedbacks were readily accepted from the customers and were adopted for making desired changes to improve their services and improve customer satisfaction. So customer satisfaction was a daily phenomenon. Enter the era of mass distribution and the channels of distribution created to disseminate products and services. This has resulted in distancing customers from the producers by the distribution channels. Intermediary institutions maintained this pipeline of products and services whose job was to move the product or services from the producer to end customers. A natural reaction for the producers was to give up or delegate responsibility for customers servicing,

depending on newly created intermediaries to look after customers satisfaction. Delegating responsibilities was a bad idea in two respects: first, it eliminated once and for all direct interaction with customers. Second, customer became a missing component in the producers decision set.

 IMPORTANCE OF CUSTOMER SATISFACTION

Differentiation strategy: Satisfaction is quickly becoming the key to competitive posture within an industry. Initially, products or services secure life in the market by fulfilling a basic need. But only offering minimal functionality grants a product nothing than a commodity status. To ensure long-term market success, businesses have created brands. Brands allowed businesses to develop and sustain an image, differentiating one anothers products in the eyes of customer. Today most companies are leveraging branding to its maximum benefit. To further differentiate brands, customer satisfaction is the most likely next strategy. Companies are realizing that the brand that best satisfies its customers not only keeps them longer, but also benefits from positive word of mouth.

Improved profitability: -

There is both an intuitive belief and empirical evidence that improved customer satisfaction will increase organizational profitability.

Improved customer retention: Satisfaction extends customer lifetimes and lifetime values. Also focusing on satisfaction helps to estimate negative word if mouth of dissatisfied customers. Losing a not satisfied customer is more severe than it sounds because one dissatisfied customer may speak to as many as nine others, increasing its dissatisfaction by nine folds.

Improved market share: There are always four sources of business for a firm. Four sources of customers in any purchase decision have been identified as: retained customers, customers switching from

competition, customers new to the category and customers leaving the category. Different probabilities of success are associated

with each of these four classes of customers because retained customers exhibit probability for additional business, they deserve more attention and focus than they currently receives.

Customer Satisfaction has long reaching impact on the current and perhaps future viability of an organization. The cycle suggests that satisfied customers tolerate higher margins that can be used to better pay employees. This boosts employee moral, reducing employee turnover, which in turn helps to produce more satisfied customers and so on.

 BY PRODUCT OF CUSTOMER SATISFACTION

Thus by enhancing the relations with the customers by taking an initiative towards their satisfaction thereby attracting them will ultimately improve their perception of value towards the organization which will lead to increase in profits.

ROLES OF CUSTOMER SATISFACTION MEASUREMENT:

Information: The primary intention for measuring customer satisfaction is to collect information regarding either what customers report needs to be changed ( in a product , service , or delivery system ) or to assess how well an organization is currently delivering on its understanding of these needs. This is an

informational role.

As such, marketing

research and psychological measurement have much relevance.

Communication: The very act of surveying customers conveys a very positive message; the organization is interested in its customers well-being, needs, pleasures, and displeasures. While this is admittedly a marketing message , there is nothing wrong in allowing a survey to serve both the informational and communication roles. Thus the image of the organization in the customers mind regarding its offerings becomes the reality related to its products and services offered.

INFORMATION

COMMUNICATION

IMAGE

HOW TO ACHIEVE CUSTOMER SATISFACTION?

CAN 100% CUSTOMER SATISFACTION BE ACHIEVED?

It is not possible to achieve 100% customer being satisfaction that tries ever. Reason time meet the the

simple

every to

organization

customers expectation, the level of expectation increases next time thus there is always some gap between the two. The organization can at least try to always keep on meeting or staying

close to customer expectations so that the gap between the service expected and actually delivered doesnt increases leading to dissatisfaction

IS CUSTOMER SATISFACTION MEASUREMENT STATIC?

As

discussed earlier that there is always some between what is expected and what is actually delivered, thus customer satisfaction measurement process is dynamic and not static, thus it should be practiced on a continuous basis for future improvements.

RESEARCH OBJECTIVE

A study on customer satisfaction on cement industry of Mehta group

OBJECTIVES: 1. 2. 3. 4. Effectiveness of customer satisfaction on material delivery Consumer views regarding sales promotion schemes Consumer satisfaction on pricing Consumer satisfaction on Branding & advertisement

RESEARCH DESIGN

It is a plan outlining how information is to be gathered for an assessment or evaluation that includes identifying the data gathering method(s), the instruments to be used/created, how the instruments will be administered, and how the information will be organized and analyzed. Mainly there are 3 types of research design

1. EXPLORATORY RESEARCH: 2. DESCRIPTIVE RESEARCH: 3. EMPIRICAL RESEARCH:

EXPLORATORY RESEARCH: Exploratory research studies are termed also as formularize research studies. The main purpose of such studies is that formularize a problem for more precise investigation or of developing the working hypotheses. As such the research design must be flexible for considering different aspect under study. Inbuilt flexibility in research design is needed because the research problem, broadly defined initially, is transformed into exploratory studies. Which fact may necessitate in the research procedure for gathering relevant data.

RESEARCH INSTRUMENT

The task of data collection begins after the research problem has been defined. There are basically two types of data: 1. Primary Data 2. Secondary Data

Primary Data Primary data are those which collected a fresh and for the first time and thus they are original data the various method of collecting of primary data are: Observation method Interview method Questionnaire method

From these methods, I have concentrated on a basic method of research named questionnaire method for the present research.

Observation Method Observation may be defined as a systematic viewing of a specific phenomenon in its proper setting of gathering data for particular study. Observation method includes both seeing & Hearing.

Interview Method The interview method of collecting data involves presentation of oral verbal stimuli and reply in terms of oral verbal responses. This method can be used through personal interview and if it possible through telephonic interview. Telephonic interview are used to collect the information from the customer.

Questionnaire Method

In this method the questionnaire is sent to the all the persons concerned with request to answer the questioner and return it. Questionnaires consist of number of question type on printed in definite order. A schedule questionnaire with multiple choice question was designed which were both open ended as well as close ended question.

2. Secondary Data Secondary data are those which have been already collected by someone else and which have been passed though statistical process for the purpose of conducting this research I have used various secondary data such as: Reference Book Articles, Newspaper Websites

SAMPLING PLAN

Introduction:A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure. The researcher would adopt in selecting items for the sample. Sample design may assets well lay down the number of items to be included in the sample i.e. the size of the sample. Sample design is determined before data are collected. There are many sample designs from which a researcher can choose. Some designs are relatively more precise and easier to apply than others. Researcher must select/prepare a sample design which should be reliable and appropriate for his research study.

[1] TARGET POPULATION: The target population for this research study consists of the Bhavnagar city & Bhavnagar rural.

[2] SAMPLE SIZE: I have taken 75 users of the cement dealers& sub dealers as a sample.

[4] SAMPLING TECHNIQUE: I choose simple random sampling technique

Data analysis and Interpretation

Q- 1quality of the product .

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 25 35 10 5 0

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 25 person are very strongly satisfied,35 person are satisfied,10 person are ok,5 person are dissatisfied with the quality of the product of cement industry.

Q-2.Timely supply of the ordered materials. A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 14 27 21 6 7

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 14 people are very much satisfied,27 people are satisfied,21 people are ok,6 people are dissatisfied,7 people are very much dissatisfied with the timely supply of the ordered materials.

Q-3. Pricing

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 20 28 11 15 4

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 20 person are very strongly satisfied,28 people are satisfied,11 people are ok and 15 people are dissatisfied,4 people are strongly dissatisfied with the pricing of the cement.

Q-4.Invoicing Accuracy.

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D

No. of employee's response 16 25 18 15

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 16 person are very strongly satisfied,25 people are satisfied,18 people are ok and 15 people are dissatisfied,1 people are strongly dissatisfied with the invoicing accuracy of the company.

Q-5.Speed of setting accounts(Credit /Debit Notes). A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied
Ans. A B C D E No. of employee's response 21 27 10 15 02

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 21 person are very strongly satisfied, 27 people are satisfied, 10 people are ok and 15 people are dissatisfied, 2 people are strongly dissatisfied with the speed of account (credit/debit notes) transforming of accounts of the company.

Q-6.Response of the officers?

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 27 25 15 8 00

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 27 person are very strongly satisfied,25 people are satisfied,15 people are ok and 08 people are dissatisfied,00 people are strongly dissatisfied with the response of the officers of top management to the dealer.

Q.7. Response of the sales promoter?

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 27 13 11 10 7

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 27 person are very strongly satisfied, 13 people are satisfied, 11 people are ok and 10 people are dissatisfied, 7 people are strongly dissatisfied with the sales promoter response.

Q.8. How do you find the sales schemes?

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 20 24 17 12 02

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 20 person are very strongly satisfied, 24 people are satisfied, 17 people are ok and 12 people are dissatisfied, 2 people are strongly dissatisfied with the sales schemes given by the company to the dealers.

Q.9. Technical problems solving skills.

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 23 21 16 13 02

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 23 person are very strongly satisfied, 21 people are satisfied, 16 people are ok and 13 people are dissatisfied, 2 people are strongly dissatisfied with the technical problem solving skills of the technician to given to dealers.

Q. 10. Condition of the bag at the time of the delivery

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 15 22 23 13 02

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 15 person are very strongly satisfied, 22 people are satisfied, 23 people are ok and 13 people are dissatisfied, 2 people are strongly dissatisfied with the condition of the bag at the time of delivery.

Q.11.Weight of the bag

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E

No. of employee's response 24 21 17 09 04

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 24 person are very strongly satisfied, 21 people are satisfied, 17 people are ok and 09 people are dissatisfied, 4 people are strongly dissatisfied with the weight of the bag.

12. Branding &Advertising activities

A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied

Ans. A B C D E No. of employee's response 17 12 17 21 08

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 17 person are very strongly satisfied, 12 people are satisfied, 17 people are ok and 21 people are dissatisfied, 8 people are strongly dissatisfied with the branding and advertising activities.

Q.13. Quality of the gifts. A. very much agree B. satisfied C. ok D. dissatisfied E. very much dissatisfied
Ans. A B C D E No. of employee's response 35 11 15 08 06

No. of employee's response

40 35 30 25 20 15 10 5 0 A B C D E No. of employee's response

Interpretation:In this question 35 person are very strongly satisfied, 11 people are satisfied, 15 people are ok and 08 people are dissatisfied, 06 people are strongly dissatisfied with the quality of gift given by the organisation.

Finding
My research is done on absenteeism of employee. In Mehta group Ltd. Presenteeism is very good. Customer satisfaction control is very necessary for every organization. So every organization has to aware about customer satisfaction because employees are main assets of the company. If any organization or company have very high Customer satisfaction ratio then they can not achieve their goals properly.

During my training period I found some facts in Mehta group. Ltd.

In Mehta group. Ltd. Customer satisfaction level is very high. Most of customer are satisfied.

Customer satisfaction play very important role in dealer ship in cement industry. Satisfaction ratio is very high.

In the training I found that there are some of the dealer remain dissatisfied when they face very serious problem.

During my research period I found that in Mehta group Ltd. customers have very close relationship with organization. When remain absent most of the customers feel like guilty. They tense about their dealership, technical problem solving and branding and advertisement .

In Mehta group Ltd. Customers are not satisfied with the bag of condition and quality of the gift. Customer satisfaction is the key of the any organization and it is the part of profit because if the customer are satisfied with their demand of cement and raw material of supply they give better result to the organization that I find in Mehta group of industry with their two product hathi and sidhhi cement. I was trying to finding the problems of dealers in cement industry in Mehta group of industry there are many of dealer not satisfied with the high rate of price but they are very much satisfied with the quality of raw material, timely supply of order material, speed of setting account.

Suggestions
Organizations have to provide much quality improvement in product to achieve more profit and market. Company has to provide more timely supply of the order materials. Companies have decrease the price of cement to purchase the rural public. There are some lacing points of company which are shows in response in rural dealers. Rural dealers found the technical problem of cement in some times there are officers are not responding to them time to time. Introduce the new advertisement in T.V. channels and banners to show their product and brands.

 To introduce new schemes and offers to the dealer. Increase promotional opportunities To improve the quality of bags Improve the quality of product which are given to the dealer for gift.

Conclusion
For the requirement of completion of M.B.A summer internship program I had undergone training at Mehta group of industry, Bhavnagar. With the objective to gain Practical knowledge and experience in the company and to study the activities. It was good experience at Mehta group of industry. studying about the marketing department. On the other hand going for a customer satisfaction survey was an invaluable addition to my Knowledge. To conclude in a single student, I personally feel that Training at Mehta group of industry has added many features to my knowledge wing which will definitely help me to achieving a success during my future and career flight.

During my Training I found that this organization is in a good and Strong Position. This organization has a very good management and staff which is qualified and high skilled. The relation between dealer and marketing department are good. There is a good Co-ordination and confidence in the company. The companys chairman aim to provide Better service to customer. I am sure that organization achieves its goal in very short time.

Bibliography
Websites: http://HATHI CEMENT.htm

 http://www.SIDHHI CEMENT.com http://www.HATHI SIDHHI CEMENT .COM http://www.MEHTA GROUP .COM http://www.customer satisfaction. In cement industry.

Book: C.R. Kothari, Research Methodology, second edition, Published by. New Age Pvt. Ltd. Page no. 14, 56, 95, 96, 97, 100, 101.