CUSTOMER SATISFACTION AT ANANTA GRANITES

CONTENTS CONTENTS

1. Executive summary2. Introduction to the study

3. Industry profile

4. Company Profile

5. Product Profile

6. History of ananta granites

7. Departmental Study

Production unit

Polishing unit

Marketing departments

Organization chart

8. Scope and limitations of the study

9. Objectives

10. Methodology

11.Data analysis and Interpretation

12. Findings

13. Suggestions and recommendations

14. Conclusion

15. Bibliograpy

16. Annexure

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EXECUTIVE SUMMERY

ANANTA GRANITES ILKAL is a partnership firm which is well

recognized in the granites sector in the national market. It was set up on 28 th June 2007

and is located at Ilkal city in Bagalkot district, Karnataka it is mainly concerned with

production of granite tiles of size 2*1 taking the raw material from surrounding quarries.

. ANANTA GRANITES have its total area of 10 acres by providing

employment to around 25 employees. It is a partnership and does not have any other

branches. It consist of line and staff type of organization and its registered office in Ilkal

at S.NO.67/A, Plot no 2, Tondihal ILKAL-587125 in Hungund taluk of Bagalkot district.

NEED FOR THE STUDY:

The study is mainly conducted to know satisfaction level of customers at

ANANTA GRANITES and also to know the reasons for dissatisfaction of the customers

if any. The study is also conducted to know about the product preferences of the

customers. Its also conducted to know about customer grievances and the actions to be

taken to increase the satisfaction level of the customers.

The main objective of the study in ANANTA GRANITES iS

To know the satisfactory level of customers.

To establish various strategies to enhance the satisfactory level of

customer.

To find out the reasons for the dissatisfaction of customers(if any)

To know the preference of customer towards different products of the

company.

To know at what prices customers favor to purchase our tiles

Data is any information – facts, concepts, and sensation represented in a

formal manner, suitable for communicating, interpreting, or processing. Data

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is the base for every research work. The data collected for the purpose of

analysis include both primary and secondary data.

1) Primary Data: The primary data has been collected at first hand through direct

personnel interviews, using structured questionnaires. The information is collected from

sampling from sampling that allows concentrating on customers and hence devoting more

energy to ensure that the information collected is accurate one. Primary data has been

collected directly from the respondents and the proprietor of the firm.

2) Secondary Data: I collected the information about the history of the Granite

industries with the help of Internet service. And I don’t have any secondary data

regarding ANANTA GRANITES.

Research Techniques:-

Structured Questionnaire

Personal Interviews

Statistical Tools. Tables / Chart

Sample unit:

The study is conducted in ANANTA GRANITES in Ilkal city on following

departments.

Production department

Polishing department

Marketing department

Sample size:

Sample Size: 100

Sampling Technique:

The research technique used is Stratified Random Method.

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After conducting the survey on Customer satisfaction at ANANTA GRANITES I have found that

Most of the respondents visiting ANANTA GRANITES are Business man and

some are employees.

most of the respondents are visiting fortnightly and some of them are visiting

weekly and monthly to ANANTA GRANITES

Most of the respondents prefer price of Rs.30-35, nearly 30% of the

respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, and a

negligible percent of the respondents prefer above 65 Rs.

Most of the respondents purchase tiles from ANANTA GRANITES for

further sale, and only 37% of the respondents purchase for own use.

Most of the respondents purchase tiles of ANANTA GRANITES for quality,

32% for affordable price, and 16% for easy transport and some of them due to

nearness of the firm to their place.

Most of the respondents prefer 1 level and 18% of the respondents prefer 0

level and some others prefer 2 level and 1 level channel.

ANANTA GRANITES is not providing any exchange facilities to its

customers, which means that 100% of customers said that they are not getting

any exchange facility from the company.

100% of the customers said that they recommend others to purchase.

Most said friends influenced them to purchase, some others said family

members and ads influenced them and none were influenced by other dealers.

Customers were satisfied with the delivery of tiles at right time from

ANANTA GRANITES.

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Some of the customers give orders through mail, A high percentage of the

customers give orders through telephone, and the rest 24% of the customers

give orders by direct contact,

We came to know that some of the customers were very impressed with the

customer relationship and said it was excellent, most of the respondents said

that it was good and only 16% of respondents said it is ok.

Customer satisfaction was achieved in respect of the quality tiles as ANANTA

GRANITES produces size prescribed by the customers and at better price.

Some of the customers prefer Cats eye, because it is costlier and used for

decorative purpose like mouldings, borders and walls. 26% of the customers

prefer Ruby red, because it is a commercial material and is used in selected

places in south, because it is used only in houses. Most of the customers prefer

Rajeshree, because it is also a commercial product

ANANTA GRANITES provides credit facility 86% of the respondents said

that ANANTA GRANITES provides credit facility and 14% of the

respondents said that it does not provide credit facility.

All customers said that they won’t face any problems while purchasing the

tiles.

SUGGESSIONS AND RECOMMENDATIONS

Most of the customers are business man who purchases tiles for further trading; through proper promotion of tiles it can attract more customers.

It should improve customer relationships a bit more. Quality is the main strength of ANANTA GRANITES so it should maintain it and

try to improve it. The firm needs to advertise its products in a proper media of advertising to attract

more and more customers and to retain its present customers. The firm should opt latest technology of production to produce more tiles at lesser

time and to increase its productivity. The firm needs to attract newer segments of customers so as to increase demand

for its products.

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CONCLUSION

ANANTA GRANITES shares a good customer relationship. As there are a lot of granite industries in Ilkal ANANTA GRANITES face

immense competition. Heavy competition has made customers to get confused about the product and

even about the price.

INTRODUCTION TO THE STUDY

Customer is a person who demands for the products or services offered by the marketer or supplier. Whereas the term consumer refers to the end user of the product or service. They may or may not be the customer.

Customer Satisfaction

Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) with the performance he expects of it.

Complete customer satisfaction is achieved by understanding customer

requirement and delivering superior quality of goods and services

Defining customer value and satisfaction. Over 38 years ago, Peter Dhuker observed that a company’s first task is “To create customers” However, customers face a vast array of products and brand choices, price and suppliers. How do they make their choices?

We believe that our customers estimate which offer will deliver the most value. Customer value maximizes within the bounds rich costs and limited knowledge, whether or not the offer lives up to value expectation affects both satisfaction and repurchase probability.

Customer perceived value

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Our premise is that customer will buy from the firm that they see as offering the highest perceived value (cpv) is the difference between the prospective customer’s evaluation of all the benefits and all the costs of an offering & the perceived alternatives. Total customer value is the perceived monetary value of the bundle of economic functional and psychological benefits customers expect from a given market offering. Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining, using and disposing of the given market offering.

Total customer satisfaction: Whether the buyer is satisfied after the purchase depends on the offer’s performance in relation to the buyer’s expectation. In general satisfaction is a persons feeling of pleasure or disappointment resulting from compiling a products perceived Performance (or outcome) in relation to his or her expectations. If the performance falls short of expectations, performance matches the expectation, the customer is satisfied. If the performance exceeds expectations the customer is highly satisfied or delighted.

The link between customer satisfaction and customer loyalty is not proportional. Suppose customer satisfaction is rated on a scale from one to five at a very low level of customer satisfaction (that is at level one), customers are likely to abandon the company and even bad mouth it. At levels two to four, customer are fairly satisfied but still find it easy to switch when a better offer comes along. At level five, the customer is very likely to repurchase and even spread good word or delight creators an emotional bond with the brand or company not just a rational preference. Measuring satisfaction although the customer centered firm seeks to create high customer satisfaction that is not its main goal. If the company increases customer satisfaction by lowering its service the result may bee lower profits.

The company may be able to increase its profitability by means of other than increased satisfaction (for example, by improving manufacturing processes or investing more in research and development). Also the company has many stake holders including employers, dealers, suppliers and stock holder spending more to increase Customer Satisfaction might divert funds from increasing the satisfaction of their “partners”. Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering accepting levels of satisfaction to the other stakeholders, given its total resources.

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Attracting customers

Today customers are becoming harder to please. They are smarter, more price conscious, more demanding, less forgiving and they are approached by many more competitors with equal or better offers. The challenge, according to Jeffery gitomer is not to produce statistical customers, several competitors can do this. The challenge is to produce delighted and loyal customers.

Companies seeking to expand their profits and sales have to spend considerable time and resources searching for new customer. To generate leads the company develops ads and places them in media that will reach new prospects, it sends direct mail and makes phone calls to possible new prospects , its sales people participate in shows and exhibitions where they might find new leads and so on. All this activity produces a list of suspects.

To motivate its employees to serve the customers well it displays the following poster prominently around its office.

WHO IS A CUSTOMER?

A customer is the most important person ever in this office…….. In personal by mail. A customer is not dependent on us …….. We are dependent on him. A customer is not an interruption at our work…….. he is the purpose of it.

We are not doing a favor by serving him……. He is doing a favor by giving us the opportunity to do so.

A customer is not someone to argue, or match wins with.

Nobody ever won an argument with the customer.

A customer is a person who brings us his wants. Its our job to handle them profitably and to ourselves.

Forming strong customer bonds: the basics

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Companies that want to form strong customer bonds need to attend to the following basics.

Get cross- departmental participation in planning and managing the customer satisfaction and retention process.

Integrate the voice of the customers in all business decisions.

Create superior products, services, and experiences for the target market.

Organize and make accessible a database of information on individual customer needs, preferences, contacts, purchase frequency and satisfaction.

Make it easy for customer to reach appropriate company personnel and express their needs perceptions and complaints.

Tools for tracking and measuring customer satisfaction

Complaint and suggestion systems: A customer- centered organization makes it easy for customer to register suggestion and complaints. Some customer centered companies like P&G, general electric and whirlpool establish hotlines with toll few numbers. Companies are also using web & E-mail for quick two way communication.

Customer satisfaction surveys:

Studies show that although customers are dissatisfied with one out of every four purchases, less than 5% will complain, most customers will buy test or switch suppliers. Responsive company’s measure customer satisfaction directly by conducting periodic surveys while collecting customer satisfaction data, it is also useful to ask additional questions to measure repurchase intention to measure the likelihood or willingness to recommend the company and the brand to others.

Lost customer analysis:

Companies should contact customers who have switched to another supplier to learn why this happened. Not only this, it is also important to conduct exit

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interviews when customers first stop buying, it is also necessary to monitor the customer lost rate.

DETERMINANTS OF CUSTOMER DELIVERED VALUE

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INDUSTRY PROFILE

Granite is one of the commodities, which is having its own name in the international market. There are number of granite companies throughout India which are situated in the states of Rajasthan, Karnataka, Gujarat, etc. these are one of the sources to the government in the taxes as well as exporters name in the market.

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Customer delivered valueCustomer delivered value

Total customer valueTotal customer value Total customer cost Total customer cost

Product valueProduct value

Service valueService value

Personnel valuePersonnel value

Image valueImage value

Monetary costMonetary cost

Time costTime cost

Energy costEnergy cost

Psychic costPsychic cost

CUSTOMER SATISFACTION AT ANANTA GRANITES

Granites are nothing but stones which are extracted from raw blocks, then they are cut into required sizes and finally polished and are made as per they are ordered by the customers. These are used for the purpose of decorating houses, decorating the hotel, decorating the tomb, etc. Today in the international market the need for granite have increased. They are extracted from earth. As it is hard material so it requires both man power and machine power. Granite, igneous rock of visible crystalline formation and texture. It is composed of feldspar (usually potash feldspar and oligoclase) and quartz, with a small amount of mica (biotite or muscovite) and minor accessory minerals, such as zircon, apatite, magnetite, ilmenite, and sphene. Granite is usually whitish or gray with a speckled appearance caused by the darker crystals. Potash feldspar imparts a red or flesh color to the rock. Granite crystallizes from magma that cools slowly, deep below the earth's surface. Exceptionally slow rates of cooling give rise to a very coarse-grained variety called pegmatite. Granite, along with other crystalline rocks, constitutes the foundation of the continental masses, and it is the most common intrusive rock exposed at the earth's surface.

The specific gravity of granite ranges from 2.63 to 2.75. Its crushing strength is from 1050 to 14,000 kg per sq cm (15,000 to 20,000 lb per sq in). Granite has greater strength than sandstone, limestone, and marble and is correspondingly more difficult to quarry. It is an important building stone, the best grades being extremely resistant to weathering.

INTRODUCTION TO GRANITES

Quarrying granite for the Mormon Temple, Utah Territory. The ground is strewn

with boulders and detached masses of granite, which have fallen from the walls of Little

Cottonwood Canyon. The quarrying consists of splitting up the blocks

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Granite (pronounced) is a common and widely occurring type of intrusive, felsic,

igneous rock. Granite has a medium to coarse texture, occasionally with some individual

crystals larger than the groundmass forming a rock known as porphyry. Granites can be

pink to dark gray or even black, depending on their chemistry and mineralogy. Outcrops

of granite tend to form tors, and rounded massifs. Granites sometimes occur in circular

depressions surrounded by a range of hills, formed by the metamorphic aureole or

hornfels.

Granite is nearly always massive (lacking internal structures), hard and tough, and

therefore it has gained widespread use as a construction stone. The average density of

granite is 2.75 g/cm3 and its viscosity at standard temperature and pressure is ~4.5 • 1019

Pa·s [1]

The word granite comes from the Latin granum, a grain, in reference to the

coarse-grained structure of such a crystalline rock.

Granite is classified according to the QAPF diagram for coarse grained plutonic

rocks (granitoids) and is named according to the percentage of quartz, alkali feldspar

(orthoclase, sanidine, or microcline) and plagioclase feldspar on the A-Q-P half of the

diagram. True granite according to modern petrologic convention contains both

plagioclase and alkali feldspars.

When a granitoid is devoid or nearly devoid of plagioclase the rock is referred to

as alkali granite. When a granitoid contains <10% orthoclase it is called tonalite;

pyroxene and amphibole are common in tonalite. A granite containing both muscovite

and biotite micas is called a binary or two-mica granite. Two-mica granites are typically

high in potassium and low in plagioclase, and are usually S-type granites or A-type

granites. The volcanic equivalent of plutonic granite is rhyolite. Granite has poor primary

permeability but strong secondary permeability.

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Chemical composition

A worldwide average of the average proportion of the different chemical

components in granites, in descending order by weight percent, is:[2]

SiO 2 — 72.04%

Al 2O3 — 14.42%

K 2O — 4.12%

Na 2O — 3.69%

CaO — 1.82%

FeO — 1.68%

Fe 2O3 — 1.22%

MgO — 0.71%

TiO 2 — 0.30%

P 2O5 — 0.12%

MnO — 0.05%

Based on 2485 analyses.

Occurrence

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Granite is currently known only on Earth where it forms a major part of

continental crust. Granite often occurs as relatively small, less than 100 km² stock masses

(stocks) and in batholiths that are often associated with organic mountain ranges. Small

dikes of granitic composition called haplites are often associated with the margins of

granitic intrusions. In some locations very coarse-grained pegmatite masses occur with

granite.

Granite has been intruded into the crust of the Earth during all geologic periods, although

much of it is of Precambrian age. Granitic rock is widely distributed throughout the

continental crust of the Earth and is the most abundant basement rock that underlies the

relatively thin sedimentary veneer of the continents.

Origin

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Granite is an igneous rock and is formed from magma. Granitic magma has many

potential origins but it must intrude other rocks. Most granite intrusions are emplaced at

depth within the crust, usually greater than 1.5 kilometers and up to 50 km depth within

thick continental crust. The origin of granite is contentious and has led to varied schemes

of classification. Classification schemes are regional; there is a French scheme, a British

scheme and an American scheme. This confusion arises because the classification

schemes define granite by different means. Generally the 'alphabet-soup' classification is

used because it classifies based on genesis or origin of the magma.

Geochemical origins

Granitoids are a ubiquitous component of the crust. They have crystallized from magmas

that have compositions at or near a eutectic point (or a temperature minimum on a

cotectic curve). Magmas will evolve to the eutectic because of igneous differentiation, or

because they represent low degrees of partial melting. Fractional crystallization serves to

reduce a melt in iron, magnesium, titanium, calcium and sodium, and enrich the melt in

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potassium and silicon - alkali feldspar (rich in potassium) and quartz (SiO2), are two of

the defining constituents of granite.

This process operates regardless of the origin of the parental magma to the

granite, and regardless of its chemistry. However, the composition and origin of the

magma which differentiates into granite, leaves certain geochemical and mineral

evidence as to what the granite's parental rock was. The final mineralogy, texture and

chemical composition of a granite is often distinctive as to its origin. For instance, a

granite which is formed from melted sediments may have more alkali feldspar, whereas a

granite derived from melted basalt may be richer in plagioclase feldspar. It is on this basis

that the modern "alphabet" classification schemes are based.

Ascent and emplacement

The ascent and emplacement of large volumes of granite within the upper

continental crust is a source of much debate amongst geologists. There is a lack of field

evidence for any proposed mechanisms, so hypotheses are predominantly based upon

experimental data. There are two major hypotheses for the ascent of magma through the

crust:

Stokes Diapir

Fracture Propagation

Of these two mechanisms, Stokes diapir was favored for many years in the absence of a

reasonable alternative. The basic idea is that magma will rise through the crust as a single

mass through buoyancy. As it rises it heats the wall rocks, causing them to behave as a

power-law fluid and thus flow around the pluton allowing it to pass rapidly and without

major heat loss (Weinberg, 1994). This is entirely feasible in the warm, ductile lower

crust where rocks are easily deformed, but runs into problems in the upper crust which is

far colder and more brittle. Rocks there do not defor expend far too much energy in

heating wall rocks, thus cooling and solidifying before reaching higher levels within the

crust.

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Nowadays fracture propagation is the mechanism preferred by many geologists as

it largely eliminates the major problems of moving a huge mass of magma through cold

brittle crust. Magma rises instead in small channels along self-propagating dykes which

form along new or pre-existing fault systems and networks of active shear zones

(Clemens, 1998)[6]. As these narrow conduits open, the first magma to enter solidifies and

provides a form of insulation for later magma.

Granitic magma must make room for itself or be intruded into other rocks in order to

form an intrusion, and several mechanisms have been proposed to explain how large

batholiths have been emplaced:

Stopping , where the granite cracks the wall rocks and pushes upwards as it

removes blocks of the overlying crust

Assimilation, where the granite melts its way up into the crust and removes

overlying material in this way

Inflation, where the granite body inflates under pressure and is injected into

position

Most geologists today accept that a combination of these phenomena can be used to

explain granite intrusions, and that not all granites can be explained entirely by one or

another mechanism.

Natural Radiation

Granite is a natural source of radiation, like most natural stones. However, some

granite has been reported to have higher radioactivity thereby raising some concerns

about their safety.

Some granites contain around 10 to 20 parts per million of uranium. By contrast,

more mafic rocks such as tonalite, gabbro or diorite have 1 to 5 ppm uranium, and

limestones and sedimentary rocks usually have equally low amounts. Many large granite

plutons are the sources for palaeochannel-hosted or roll front uranium ore deposits, where

the uranium washes into the sediments from the granite uplands and associated, often

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highly radioactive, pegmatites. Granite could be considered a potential natural

radiological hazard as, for instance, villages located over granite may be susceptible to

higher doses of radiation than other communities. Cellars and basements sunk into soils

over granite can become a trap for radon gas, which is heavier than air and is formed by

the decay of uranium. Radon can also be introduced into houses by wells drilled into

granite. Radon gas poses significant health concerns, and is the #2 cause of lung cancer in

the US behind smoking

However, in the majority of cases, although granite is a significant source of

natural radiation as compared to other rock it is not thought an acute health threat or

significant factor

Various resources from national geological survey organizations are accessible

online to assist in assessing the risk factors in granite country and design rules relating, in

particular, to preventing accumulation of radon gas in enclosed basements and dwellings.

"A study of Granite Countertops by National Health and Engineering Inc of USA

[1], undertaken in November, 2008 however, did not find a single granite that poses any

health risk. Quantities of radon and radiation emitted by stones included in the analysis

all fell well below average outdoor background levels that are commonly found in the

United States. Scientists conducted more than 400 tests of 115 different varieties of

granite countertops, including stones cited in media reports as being potentially

problematic. The stones tested include types of granite that comprise approximately 80

percent of the annual U.S. market share for granite countertops, based on the most recent

market data available."

The Red Pyramid of Egypt (c.26th century BC), named for the light crimson hue

of its exposed granite surfaces, is the third largest of Egyptian pyramids. Menkaure's

Pyramid, likely dating to the same era, was constructed of limestone and granite blocks.

The Great Pyramid of Giza (c.2580 BC) contains a huge granite sarcophagus fashioned of

"Red Aswan Granite." The mostly ruined Black Pyramid dating from the reign of

Amenemhat III once had a polished granite pyramidion or capstone, now on display in

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the main hall of the Egyptian Museum in Cairo (see Dahshur). Other uses in Ancient

Egypt include columns, door lintels, sills, jambs, and wall and floor veneer.[11] How the

Egyptians worked the solid granite is still a matter of debate.

Dr. Patrick Hunt [12] has postulated that the Egyptians used emery shown to have

higher hardness on the Mohs scale.

Many large Hindu temples in southern India, particularly those built by the 11th

century king Rajaraja Chola I, were made of granite. There is a large amount of granite in

these structures. They are comparable to the Great Pyramid of Giza.

Various resources from national geological survey organizations are accessible

online to assist in assessing the risk factors in granite country and design rules relating, in

particular, to preventing accumulation of radon gas in enclosed basements and dwellings.

"A study of Granite Countertops by National Health and Engineering Inc of USA

[1], undertaken in November, 2008 however, did not find a single granite that poses any

health risk. Quantities of radon and radiation emitted by stones included in the analysis

all fell well below average outdoor background levels that are commonly found in the

United States. Scientists conducted more than 400 tests of 115 different varieties of

granite countertops, including stones cited in media reports as being potentially

problematic. The stones tested include types of granite that comprise approximately 80

percent of the annual U.S. market share for granite countertops, based on the most recent

market data available."

Modern Building

Granite has been extensively used as a dimension stone and as flooring tiles in

public and commercial buildings and monuments. Because of its abundance, granite was

commonly used to build foundations for homes in New England. The Granite Railway,

America's first railroad, was built to haul granite from the quarries in Quincy,

Massachusetts, to the Neponset River in the 1820s. With increasing amounts of acid rain

in parts of the world, granite has begun to supplant marble as a monument material, since

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it is much more durable. Polished granite is also a popular choice for kitchen countertops

due to its high durability and aesthetic qualities.

Curling stones are traditionally fashioned of Ailsa Craig granite. The first stones

were made in the 1750s, the original source being Ailsa Craig in Scotland. Because of the

particular rarity of the granite, the best stones can cost as much as US$1,500. Between

60–70 percent of the stones used today are made from Ailsa Craig granite, although the

island is now a wildlife reserve and is no longer used for quarrying.[14]

In the field of Engineering

Engineers have traditionally used polished granite surfaces to establish a plane of

reference, since they are relatively impervious and inflexible. Sandblasted concrete with a

heavy aggregate content has an appearance similar to rough granite, and is often used as a

substitute when use of real granite is impractical. A most unusual use of granite was in

the construction of the rails for the Haytor Granite Tramway, Devon, England, in 1820.

Granite resources of karnataka

Karnataka is endowed with rich varieties of resources. Approximately one hundred varieties of rocks are available in karnataka. Granite with pleasing textures and color apart from the attractive gneisses, migmatites and sober dyke rocks are abundantly available. Geomorphologically the investigations have indicated the availability of ornamental granite is in the districts of Bangalore, mysore, chamarajnagar, tumkur, kolar, bellary, raichur, koppal, bagalkot, hassan, chickmagalur and dakshina kannada. Important available varieties are pink granite, multi colour granite, black granite, Hassan green, granite porphery, synites, hornblende granite, grey granite. They have pleasing colour uniformity in texture and structure, ability to take polish, ability to yield thin and large slab on cutting are some important properties of granites.

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BANGALORE DISTRICT1. Kanakpura taluk Pink multicolored 2. Magadi taluk Gneiss3. Ramnagaram taluk Pink, multi colour gneiss 4. Nelamangala taluk Pink, multi gneiss

Dharwad district 1. Shiratti taluk Grey granite 2. Ron taluk Brownish prophyry

Gulbarga district

1. Shahpur taluk Pink granite 2. Shorapur taluk Pink and grayish pink

Hassan district 1. Belur taluk Dyke2. Hassan taluk Dyke

Kolar district 1. Gudibhanda taluk Grey granite 2. Bhintamani taluk Grey granite3. Bangarapet taluk Grey granite, Dyke

Mysore district

1. Chamarajanagar taluk Dyke2. MM hills taluk Dyke3. Periyapatna taluk Yellow granite 4. TN pura taluk Yellow granite

Bellary district 1. Tekkalkot taluk Pink granite, Grey 2. Singadevanahalli Pink granite, Grey

Bagalkot district

3. Hungund taluk Pink granite, multi Colored granite & catseye

Koppal district 1. Koppal taluk Pink 2. Yelburga taluk Porphery green granite Pink, grey & black granite & pink gneiss

Chitradurga district 1. Chitradurga district Grey granite

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COMPANY PROFILE

ANANTA GRANITES is a manufacturer of granite tiles, it sales all types of granite tiles

in the national market.

Name of the FIRM : ANANTA GRANITES

Location : S.NO.67/A,

Plot no.2, Tondihal

ILKAL- 587 125

Dist: Bagalkot (Karnataka)

Tq : Hunagund

Tin : 29230741014

Telephone : 9886308335, 9448913723

Type of unit : Partnership firm

Year of Establishment : 2007

Total area covered : 16000 sq.ft

Number of employees : 20

Approximate production p.a : 120000 tiles p.a

Approximate sales p.a : 100000-110000 tiles p.a

Total customers : 100% national oriented

Present turn over : 6.5 - 7 lakhs p.m

Competitors : Rahul Granites, Pooja Granites

Managing Director : Mr. Mohan chavan

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VISION

The vision of the firm is to be one of the most outstanding companies in the national

market and to render maximum satisfaction to customers by providing qualitative tiles.

MISSION

The firm’s mission is to be a market leader and to extract maximum market share

And to develop newer, better and more efficient goods in this innovative and challenging

environment

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PRODUCT LINE

ANANTA GRANITES sales all the varieties of granite tiles and is one of the

leading manufacturing concern of granite tiles in Ilkal.

NAME: MUDGHAL GREY SLAB

COLOR: GREY WITH BLACK SPOTS

SIZE: AS PER CUSTOMER SPECIFICATION

NAME: RAJESHREE

COLOR: PINK

SIZE: AS PER CUSTOMER SPECIFICATION

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NAME: RUBY RED

COLOR: RED

SIZE: AS PER CUSTOMER SPECIFICATION

NAME: CATS EYE

COLOR: BROWN

SIZE: AS PER CUSTOMER SPECIFICATION

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HISTORY OF ANANTA GRANITES

INTRODUCTION:

ANANTA GRANITES is a Partnership firm is very well known in the field of

granites in the national market. It was set up in 28th June 2007 and is located at Ilkal city

in Bagalkot district.

ANANTA GRANITES mainly concentrates in the production of Himalayan blue, mudgal

grey, catseye, rajeshree etc. Ilkal has become famous in the national and international

market because of granites exported with production of granite tiles taking the raw

material from surrounding quarries.

ANANTA GRANITES has started with 4 partners that is Mr. Mohan, Mr. Nagaraj, Mr.

Raju and Mr Munna and all of them are active partners. The production is 120000 tiles

approximately per annum with the turnover of 7,00,000 per month. Now a day the

demand for granites is increasing at a high speed.

Following are some of the Granites Factories with Profile

Factories Year of

establishment

Initial

investment

No of

employees

Production

per annual

Turnover

Pooja

granites

2007 1.2 Lakhs 20 38400sqft 1,32,00,000

Saka

Granites

1992 35 Lakhs 30 30000sqft 55,00,000

Netravati

tiles

Industries

2001 80 Lakhs 40 14400 cu mt 10,00,00,000

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TROLLY

This Trolley takes the raw blocks to the Cutting machine to cut them into tiles.

ESTABLISHMENT: The four partners as mentioned above established ANANTA GRANITES on 28 th

June 2007 and started production from 19th august 2007 with 15 employees in Ilkal city

which is surrounded by nearly 150 granite factories not only in Ilkal but also near by

villages.

OBJECTIVE:

Objective refers to the basic idea and goal with which any firm is

established. We can even say it is a reason behind the establishment of any firm. And as

we know it very well that every firm has one or the other objective behind its

establishment, in the same way Pooja granite Industries is also established with an

objective to provide ‘good quality of granite slabs with reasonable price as per the

standards and specifications provided by the customers and to contribute to the social

welfare of the society’.

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LOCATION:

Location is any area where the industry or firm is set up to carry out

its activities more conveniently and economically. Location of any firm plays an

important role in controlling costs or expenses. A firm must be located in an area where

the transport facility, power facility, etc is easily available.

ANANTA GRANITES is located near by highway which connects to different

cities; power facility is also made at work place with good infrastructure facility. The

company is also providing accommodation to its employees with lights and fans facility.

In short we can say that the firm provides very healthy and lively environment to work,

which we can say is an ideal working environment for any employee to work in the firm.

The firm has separate office for business transactions and sometimes

during the excess production of tiles they are stored in office also. There are separate

quarters for employees to reside.

CAPITAL:

Capital means a business’s total amount of money and property meant for use

in ways or activities that are intended to produce wealth. Capital is nothing but the

finance or funds invested and required to run a business. It is very well said that capital is

the life blood of any business firm. And we know it very well that it is highly impossible

to run a business without capital. So capital plays very important role and need very good

knowledge and experience to make capital investment decisions.

ANANTA GRANITES invested Rs. 1.50 crore initially and sources used to raise

the funds were from banks and own funds. The firm raised 65% of its total capital from

banks and the remaining funds from indigenous lenders and owned funds. The firm has

invested Rs.80 lakhs for plant and machineries. Each machinery cost Rs.15 lakhs. The

company maintains stock of raw materials worth Rs.30 lakhs and finished goods worth

Rs.25 lakhs. The firm maintains working capital of Rs.40 lakhs per year.

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FIXED ASSETS:

The investment made in the fixed assets that are required for permanent

use in the enterprise. Fixed assets are nothing but the immovable property related to

business activity, which is owned by the firm. These fixed assets include land and

building, plant and machineries, etc.

ANANTA GRANITES has its own land and building to carry out its

business activities. The firm has also invested Rs.80 lakhs in plant and machineries. The

firm owns 3 machines each cost Rs.15 lakhs. And it also has 3 polishing machines each

cost of Rs.100000 i.e. Rs. 300000. The output given by each machine is 120000 sqft per

month. And it has one edge cutting machine costing 200000.

MANPOWER:

In manpower the entrepreneur ensures that he has the right number of people and right kind of people with appropriate skills at the right place and the right time to do work for which they are economically most suitable. Manpower means human resource that is employees, which constitutes the heart and soul of any business. Human resources are the real assets of any firm.

When asked to one of the well known businessman regarding the

importance of man power, he sharply answered that ‘take away all my money, take away

all my immovable property, take away my entire business, take away everything but

leave only my employees because if they are there with me I can rebuild my business,

which will be more stronger than this one as we know man power is the key resource to

any business.

ANANTA GRANITES provides employment to 20 employees, which

includes personal accountant, production manager, sales manager, machine operator, etc.

It makes payment to its employees on monthly basis. Manager gets his salary on monthly

basis. Accountant gets fixed amount for preparing the accounts. And the rest of the

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employees gets fixed amount of wages on monthly basis. The company divides the work

of 20 employees in 2 shifts. The first shift is from morning 10 to evening 8, and it

consists of 10 workers. The second shift is from night 8 to morning 6, and it consists of

remaining 10 workers.

TARGET CUSTOMERS:

Target customers are the actual customers, who form a particular segment of

the market and these customers produce products keeping in mind the requirements and

the standards specified.

The target customers of ANANTA GRANITES are projects like Shopping

malls, Apartments, used in temples etc.

INVENTORY:

Inventory refers to those goods which are held for eventual sale by the

business enterprise. In other words inventories are stocks of the product a firm is

manufacturing for sale and components that make up the product. Thus inventories form

a link between the production and sale of product. Inventory is nothing but maintaining

the stock of the raw materials and other required materials to carry out production

activities. Inventory plays very important role to carry out the production activity

continuously and to meet the increasing demands of the customers at any time.

ANANTA GRANITES maintains the stock of raw materials worth Rs.

35 lakhs, stock of finished goods worth Rs. 25 lakhs and the working capital is 35 lakhs.

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DISTRIBUTION CHANNEL

Production is for consumption. Having produced the products these need to be

made available to the final users of the product i.e. the consumers scattered in large

geographical areas. Since many a times it becomes extremely difficult if not impossible

to reach the customers on its own the firm needs the help of marketing intermediaries like

wholesalers and retailers to reach their products to the final customers. These

intermediaries serve as channels to reach the products to the customers. Network or

distribution channel is the process or steps undertaken by the firm, which includes the

movement of finished goods from production point to the consumption that is to the final

consumers.

Since from its inception ANANTA GRANITES follows the direct

marketing as well as 1 level channel.

The firm sells its products directly to customers or through dealers, to the far places like

Bangalore, Delhi, Kolkata, Chennai, Kerala, Surat, etc. This is how the firm distributes its

products and reaches the final customers.

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Manufacturing

Customer Dealers

Customer

Manufacturing

CUSTOMER SATISFACTION AT ANANTA GRANITES

PRODUCTION

Production deals with the relationship between the input and output. The

process includes the blasting of raw rocks and making from into the fine blocks, which

are ready to export, and polishing purpose. The raw materials, which are left after making

the blocks, are stored in a unwanted place and this place is called as dump yard the

distance between the dump yard and the production place should be 0.5 km to 2km.

The company purchases raw blocks from quarries and cut them in to fine

tiles and after cutting the tiles are sent to polishing unit, these polished tiles are stored in a

godown and are ready to sell. Quality with affordable price is the main motto of

ANANTA GRANITES.

The company is mainly producing pink rajeshree, ruby red, mudgal grey,

and other available colors of tiles.

Production process is carried on high technology machines etc were these

machines cost around 80 lakhs.

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RAW MATERIAL

ANANTA GRANITES purchases all its raw materials from the supplier’s at

BALKUNDI

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CUTTING MACHINE

There are totally 3 main cutting machines in the company. These are water cutting

machines. These machines cut the raw blocks into tiles of particular size specified by the

customers. The following are the different sizes of tiles.

Length and breadth

The tiles size is two by one feet of all the tiles

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POLISHING UNIT

In ANANTA GRANITES there are totally 3 polishing units. Each unit costing nearly 15

lakhs rupees.

The polished granites tiles are packed in a systematic manner to avoid the

breakage of tiles. Then these are ready for export to national and international market.

There are no of workers working in the polishing factory. The workers are

divided on their work done, cutting men is separate one who has experience in cutting the

blocks the polishing worker is been appointed separately for polishing the granite tiles.

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The polishing process required high technique machineries for cutting and

polishing. The water is required in the cutting and sizing the granite tiles.

MARKETING DEPARTMENTS

Marketing management in ANANTA GRANITES.

Marketing is a philosophy of consumer oriented venture in which managers

make decisions to assure customer satisfaction as their top priority and it’s a total system

of interacting business activities designed to plan, price, promote and distribute want

satisfying products and services to present the potential customers.

“Objectives”

1. To understand the importance of marketing in ANANTA GRANITES.

2. To forecast the future demand of tiles.

3. To identify target markets.

4. To identify the common marketing problem faced by the company.

5. To identify the marketing process of the company.

6. To understand the significance of service marketing.

7. To identify the prevailing export environment and procedures, formalities, and

documentation required for exports.

Importance of Marketing

1. It is totally depends on personal efforts and resources, making it informal and

flexible.

2. To identify customer needs and wants

3. Satisfying the customer needs and wants of the customer.

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4. Understanding the prevailing market conditions.

Problems faced by the company

1. Local and limited market: The Company is facing marketing problem in local

and limited market due to more competition.

2. Heavy competition: due to heavy competition it has became difficult to attract

customers.

3. Lack of sales force: The Company cannot afford to maintain a well-oiled because

of selling expense will be increasing.

4. Lack of transportation: In this area we are not got the all transportation

facilities, we have using only road transport.

Marketing mix elements:

There are number of aspects involved in marketing a product. Some of them

are controllable and others are uncontrollable. It is the combination of 4 P’s viz

Product

Price

Promotion

Place

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Product:

The product consists of the policies and procedures relating to the

product times to be offered and services to be rendered. It also includes research

and development programmes and the new product policy. It includes everything

a customer gets design, quality, packaging.

ANANTA GRANITES design on the basis of customer order and company

preparing different size on basis of customer order.

Types of tiles

1. Ruby red

2. Cats eye

3. Mudgal grey

4. NH

5. Rajeshree

6. Himalayan blue

7. RBI

8. C.K

9. P.G

Quality: the Company maintaining good quality in the field of granite products.

Packaging: packing is considered as an important element of product mix.

ANANTA GRANITES material firm uses to pack the tiles is card board boxes

which are packed by using gum tape.

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Price: This element of marketing mix consists of the policies and procedures

relating to the price level, price specification, and the price policy .The company

charges the amount of money to the granite tiles, or the sum of the values that

consumers exchange for the benefits of the of having or using the product or

services.

Ruby red Rs.45/tile

Cats eye Rs.65/tile

Mudgal grey Rs.36/tile

NH Rs.45/tile

Rajeshree Rs.36/tile

Himalayan blue Rs.45/tile

RBI Rs.65/tile

C.K Rs.35/tile

P.G Rs.45/tile

ANANTA GRANITES has adopted penetration pricing strategy.

Promotion:

This element includes special selling plans or devices directed at or through

the trade, form of devices for consumer promotions and trade promotions.

The company providing transportation facilities on the basis of bulk orders.

Place:

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This element includes policies and procedures relating to the channels to be

used between the plant and the consumer, the degree of selectivity among

wholesalers and retailers and attempts to co- operation of trade.

TRANSPORTATION

The sized blocks and granites tiles are transported to the for away places through Lorries. The sized blocked and tiles are exported to the foreign countries through ship, up to the ship or port the transport is made through Lorries.

Lorries till karwar carry transport of tiles and polished tiles and then the shipment is done to different countries by ship. The transport of blocks is done through the permit. This is obtained from the concerned authorities.

The firm bears the transportation cost and traveling cost, ere the workers are allowed free services to the co and from co. to their places.

COMPETATION

ANANTA GRANITES faces heavy competitions as there are many granite

industries in ilkal. But the firm mainly faces competition from following industries.

Pooja Granites

Govardhan Granites

Rahul Granites

MEDICAL FACILITY

Every company or industry has its own medical facilities provided to the workers in the company like wise the Gem Company. Has also medical facilities provided to the workers. The company has its own separate dispensary, were the qualified and experienced medical officers has been appointed.

The medical facilities are provided to the workers, if following conditions is there:

If there is any injury during the blasting process If there is any accident by the vehicle while working in the company

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If there are any injuries while working in the machinery repairs. If there is any injury while working in the dept of the quarry If there is any injury working in the electrical department.

The medical facility is provided to workers is at the cost of the free services the workers don’t incurs the cost.

LEAVES

Every worker or employees require the leaves, which may be official or personal. The co. is also providing the leaves facility to the employee working in the company. There are 12 casual leaves and 15 sick leaves provided by the co. to the employees for every year for every 200 working days, the company has provided I day leave for every 20 days.

More leaves are provided if the employees or workers are suffering from the diseases like fever, malaria, typhoid, and other diseases. If they provide medical certificate to the co. the company has the authority to deduct the absent salary from their monthly salary.

The company provides the finance facility for the employee who is sick for long days. The medical leaves are provided to the workers or employee on their sickness

Selection procedure of the employees:

The firm selects the employees required for the concerned jobs through the selection

procedure. The procedure is as follows:

1] Job analysis: It refers to the study if job in terms of duties,

responsibilities, risks and other factors associated with each kindle of job. It

is the basis for the selecting the right candidate to the right job. It is essential

to finalize the job analysis, job description, job satisfaction and employee

satisfaction before proceeding to the next step.

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2] Recruitment: It refers to the process of searching fork prospective

employee and stimulating them to apply for jobs to the co. Selection of right

no and kind of candidate depends upon affective requirements.

3] Application form: It is also known as application blank it is widely

accepted techniques for securing information from the prospective

candidates. The co. asks the applicant to apply on white paper giving

particular about his name, date of birth, mailing address, education,

qualification, experience, etc.

Contents of Application Form:

Personal background information

A. Education attainment

B. Work experience

C. Salary expected.

PERFORMANCE APPRAISAL

Appraising performance of individuals, groups and organization has

become a common Patrice. The co has it’s own appraisal method. The employers

has to evaluate officer has to appraise the performance of their subordinates

In this the performance appraise is done in a systematic and planned manner.

The term performance refers to the degree of accomplishments of the job or ultimate

result, on the other hand the term appraisal refer on the evaluation of or assessment of

work being done in terms of quality, quantity, honest and working capacity, etc.

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Content of the performance Appraisal:-

It depends upon the nature and level of job. It is not uniform for all types of

jobs.

1] Regularity of attendance 2] Leadership style

3] Ability to work with others

4] Initiative

5] Technical skill

6] Judgment skills

7] Area of work interest.

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ORGANIZATION CHART

Scope and Limitations of the Research

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Proprietor

General Manager

Personal Accountant Production ManagerSales manager

Edge cutting

Polishing departmentLabours

Cutting department

CUSTOMER SATISFACTION AT ANANTA GRANITES

The study is constrained only to customer satisfaction..

Analysis of primary data is done on the assumption that the answers given by the

respondents are true and correct.

Time and Resource Constraints.

OBJECTIVES OF THE STUDY

The main objective of the study in ANANTA GRANITES is

To know the satisfactory level of customers.

To establish various strategies to enhance the satisfactory level of

customer.

To find out the reasons for the dissatisfaction of customers(if any)

To know the preference of customer towards different products of the

company.

To know at what prices customers favour to purchase our tiles

RESEARCH METHODOLOGY:-

Problem statement:

Now a days there is a heavy competition in each and every field and

the granite industry is one of the fast developing industries, it also faces the competition.

Now-a- days granite industries are established even in small towns, which are helping to

provide employment opportunities in the local areas.

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Customer satisfaction plays a major role in the success of any

business. Therefore the research, which I have undertaken is to calculate the level of

satisfaction of the customers of ANANTA GRANITES.

Type of Research:

The research is primarily quantitative in nature. The study is based on data

collected through structure questionnaire from the respondents and interviews conducted

with the respondents.

METHODOLOGY

Tools of data collection

Data is any information – facts, concepts, and sensation represented in a formal

manner, suitable for communicating, interpreting, or processing. Data is the base for

every research work. The data collected for the purpose of analysis include both primary

and secondary data.

1) Primary Data: The primary data has been collected at first hand through direct

personnel interviews, using structured questionnaires. The information is collected from

sampling from sampling that allows concentrating on customers and hence devoting more

energy to ensure that the information collected is accurate one. Primary data has been

collected directly from the respondents and the proprietor of the firm.

2) Secondary Data: I collected the information about the history of the Granite

industries with the help of Internet service. And I don’t have any secondary data

regarding ANANTA GRANITES.

Research Techniques:-

Structured Questionnaire

Personal Interviews

Statistical Tools. Tables / Chart

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Sample unit:

The study is conducted in ANANTA GRANITES in Ilkal city on following

departments.

Production department

Polishing department

Marketing department

Sample size:

Sample Size: 100

Sampling Technique:

The research technique used is Stratified Random Method.

Sampling Profile

Educated

Earning Good Income

Good Lifestyle

Sample unit:

The study is conducted in ANANTA GRANITES in Ilkal city on following

departments.

Production department

Polishing department

Marketing department

Sample size:

Sample Size: 100

The sample size, which is taken for the study is of 100 customers at ANANTA

GRANITES and was randomly selected. These samples were been provided with a

complete set of questions on which the information was elicited and their response was

recorded. A questionnaire was drafted in such a way that it covered the various aspects of

the required subject.

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SWOT ANALYSIS

STRENGTHS

Good quality products

Favorable working hours.

Good working conditions

Favorable environment

Easy transportation

Good infrastructure.

Goodwill of the firm.

WEAKNESSES

Lack of skilled labors.

Problem of power

OPPORTUNITIES

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Provides employment opportunities

Wide market area.

THREATS

Establishment of more granite industries.

Large number of competitors

ANALYSIS

AND

INTERPRETATION

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1. Occupation of the customer?

Particulars Respondents Percentage

Business man 59 59%

Professional 03 3%

Employee 29 29%

other 09 09

Analysis:

On the basis of above table 59% of the respondents are Business man and 3%

of the respondents are professionals, 29% are employees and others are 9%.

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INTERPRETATION:

By conducting survey regarding the occupation of the respondents, 59% of the

respondents are Business man and 3% of the respondents are professionals, 29% are

employees and others are 9%.

2. How often you visit ANANTA GRANITES?

Particulars Respondents Percentage

Daily 02 02%

Weekly 25 25%

Fortnightly 40 40%

monthly 33 33%

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Analysis:

On the basis of above table 2% of the respondents are coming daily, 25% of

respondents are coming weekly and 40% of the respondents are coming fortnightly and

33% of respondents are visiting monthly to ANANTA GRANITES .

INTERPRETATION:

By conducting survey regarding the visiting of customers to ANANTA GRANITES the

outcome was 2% of the respondents are coming daily, 25% of respondents are coming

weekly and 40% of the respondents are coming fortnightly and 33% of respondents are

visiting monthly to ANANTA GRANITES.

3. What range of tiles do you prefer?

Particulars Rs. 30-35 Rs.40-50 Rs.55-65 Rs.65& above

Respondents 45 30 18 07

percentage 45% 30% 18% 07%

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Analysis:

On the basis of above table 45% of the respondents prefer Rs.30-35, 30% of the

respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, 7% of the

respondents prefer above 65 Rs.

INTERPRETATION:

By conducting survey regarding price preference of the tiles we come to

know that 45% of the respondents prefer Rs.30-35, 30% of the respondents

prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, 7% of the

respondents prefer above 65 Rs.

4. Why do you purchase tiles from ANANTA GRANITES?

Particulars Respondents Percentage

For sale 63 63%

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For own use 37 37%

Analysis:

On the basis of above table 63% of the respondents purchase tiles for further sale, and

37% of the respondents purchase for own use.

INTERPRETATION:

By conducting the survey regarding the purchase decision of the tiles from

ANANTA GRANITES it was found that 63% of the respondents purchase tiles for

further sale, and 37% of the respondents purchase for own use.

5. What factor made you to purchase tiles from ANANTA GRANITES?

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Particulars Respondents Percentage

quality 45 45%

price 32 32%

Easy transport 16 16%

Nearness 7 7%

Analysis:

On the basis of above table 45% of the respondents purchase for quality, 32% for price,

16% for easy transport and 7% due to nearness

INTERPRETATION:

By conducting the survey regarding the preferential factors of ANANTA

GRANITES we came to know that 45% of the respondents purchase for quality, 32% for

price, 16% for easy transport and 7% due to nearness of the firm to their place.

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6. Which of the distribution channel you are satisfied if the company provides?

Particulars Respondents Percentage

2 level 28 28%

1 Level 54 54%

0 Level 18 18%

Analysis: On the basis of above table 28% of the respondents are satisfied with 2 level channel, 54% of the respondents are satisfied with 1 level channel, 18% of the respondents are satisfied with 0 level that is direct marketing.

INTERPRETATION: By conducting survey regarding the type of distribution channel the outcome was 28% of the respondents prefer 2 level that is from manufacturer-broker-retailer-customer, 54% of the respondents prefer 1 level that is from manufacturer- dealer-customer because there are more number of businessman who act as dealers to reach the final consumers and 18% of the respondents prefer 0 level that from manufacturer-customer, because there are very less customers who buy them for self consumption.

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7. Whether the company provides exchange facilities to you?

Particulars Respondents PercentageYes Nil NilaNo 100 100%

Analysis:

On the basis of above table 100% of the respondents are not getting exchange facility.

INTERPRETATION:

After conducting survey regarding exchange facility to customers, the outcome was pooja granite industries is not providing any exchange facilities to its customers, which means that 100% of customers said that they are not getting any exchange facility from the company, because it is the responsibility of the customers to take care of the products delivered.

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Exchange Facility

0

100%

0

20

40

60

80

100

120

Yes No

Respondents

CUSTOMER SATISFACTION AT ANANTA GRANITES

8. Do you recommend others to purchase tiles from ANANTA GRANITES?

Particulars Respondents PercentageNo Nil Nilyes 100 100%

Analysis:

On the basis of above table 100% of the respondents said that they recommend others to purchase tiles from ANANTA GRANITES

INTERPRETATION:

After conducting survey regarding whether they recommend other customers to purchase the tiles from ANANTA GRANITES 100% of the customers said that they recommend others to purchase.

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Recommend

0

100%

0

20

40

60

80

100

120

No Yes

Respondents

CUSTOMER SATISFACTION AT ANANTA GRANITES

9. Who influenced you to purchase tiles from ANANTA GRANITES?

Particulars Ads Friends Family

members

Other

dealers

Respondents 30 49 21 0

Percentage 30% 49% 21% 0%

Analysis: On the basis of above table 30% of the respondents said that the ads

influenced them 49% said friends influenced them, 19% said family members

influenced them and none were influenced by other dealers.

INTERPRETATION:

By conducting survey regarding who influenced them to purchase tiles from

ANANTA GRANITES 30% of the respondents said that the ads influenced them to

purchase tiles, 49% said friends influenced them to purchase, 19% said family members

influenced them and none were influenced by other dealers.

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10. Do you get the delivery of tiles from ANANTA GRANITES at correct time?

Particulars Respondents PercentageYes 100 100%No Nil Nil

Analysis: On the basis of above table 100% of the respondents said that they get delivery of tiles on time.

INTERPRETATION:

When asked to customers that whether they get the delivery of tiles on time we came to know that all the customers were satisfied with the delivery of tiles at right time from ANANTA GRANITES.

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100%

0%0%

20%40%

60%80%

100%120%

Yes No

Respondents

CUSTOMER SATISFACTION AT ANANTA GRANITES

11. How do you give orders to the company?

Particulars Respondents PercentageMail 8 8%Telephone 68 68%Direct Contact 24 24%Fax Nil Nil

Analysis:

On the basis of above table 8% of the respondents give orders through mail, 68% of the respondents give orders through telephone and 24% of the respondents give orders through direct contact.

INTERPRETATION:

After conducting a survey on how do the customers give orders the company, the outcome was that 8% of the customers give orders through mail, because these customers stay in far places like Delhi, Mumbai etc. 68% of the customers give orders through telephone, because these customers know about the company and they are old customers who often buy from this company. and the rest 24% of the customers give orders by direct contact, because these customers are new to the company and they give orders through directly visiting the firm and none prefers fax for giving the orders.

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12. How is the customer relationship of ANANTA GRANITES.

Particulars Respondents Percentageexcellent 38 38%Good 46 46%ok 16 16%Poor nil nil

Analysis: On the basis of above table 38% of the respondents said excellent about the customer relationship of ANANTA GRANITES, 46% said its good, 16% said ok.

INTERPRETATION:

When we enquired about how is the customer relationship of ANANTA GRANITES we came to know that 38% of the customers were very impressed with the customer relationship and said it was excellent, 48% of the respondents said that it was good and 16% of respondents said it is ok.

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13. Are you satisfied with ANANTA GRANITES products?

Particulars Respondents PercentageYes 100 100%No Nil Nil

Analysis:

On the basis of above table 100% of the respondents are satisfied towards the product.

INTERPRETATION: After conducting the survey regarding the satisfaction of customers towards the product that is the slabs, the outcome was that all the customers are satisfied, which means that 100% customer satisfaction was achieved in this respect because the firm provides the quality slabs as the size prescribed by the customers and at better price to its customers.

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Satisfaction towards the product

100%

00%

20%

40%

60%

80%

100%

120%

Yes No

Respondents

CUSTOMER SATISFACTION AT ANANTA GRANITES

14. What type of the tiles do you prefer to purchase from ANANTA GRANITES?

Particulars Cats eye Ruby red Mudgal grey Rajeshree Others

Respondents 22 26 8 38 6

percentage 22% 26% 8% 38% 6%

Analysis: On the basis of above table 22% of the respondents prefer Cats eye, 26% of

the respondents prefer Ruby red, 8% of the respondents prefer Mudgal grey, 38% of the

respondents prefer Rajeshree and 6% of the respondents prefer other types of slabs.

Respondents

2226

8

38

6

0

5

10

15

20

25

30

35

40

Cats eye Ruby red Mudgal grey Rajeshree Others

Types of slabs

no

.of

resp

on

den

ts

Respondents

INTERPRETATION:

By conducting survey regarding what type of the slabs the customers prefer the

response was 22% of the customers prefer Catseye, because it is costlier and used for

decorative purpose like mouldings, borders and walls. 26% of the customers prefer Ruby

red, because it is a commercial material and is used in selected places in south. 8% of the

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customers prefer Mudgal grey, because it is used only in houses. 38% of the customers

prefer Rajeshree, because it is also a commercial product used maximum in shopping

molls and big apartments and it is hard material than other state slabs and the rest prefer

other type of slabs, like Gem red, Himalayan blue etc

14. Does the firm provide credit facility to you?

Particulars Respondents PercentageYes 86 86%No 14 14%

Analysis:

On the basis of above table 86% of the respondents are getting credit facility and the rest 14% of the respondents are not getting credit facility.

Interpretation : when we asked the customers regarding whether ANANTA GRANITES provides credit facility 86% of the respondents said that ANANTA GRANITES provides credit facility and 14% of the respondents said that it does not provide credit facility.

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15. Do you face any problems while purchasing tiles from ANANTA GRANITES?

Particulars Respondents PercentageYes 0 0%No 100 100%

Analysis:

On the basis of above table all the customers said that they don’t face any problems during purchasing the tiles from ANANTA GRANITES.

Interpretation: when I enquired to customers that whether they face any problems while

purchasing tiles from ANANTA GRANITES, all customers said that they won’t face any

problems while purchasing the tiles.

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0

100%

0

20

40

60

80

100

120

Yes No

Respondents

CUSTOMER SATISFACTION AT ANANTA GRANITES

16. Any other Suggestions?

_______________________________________________________

_______________________________________________________

_______________________________________________________

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FINDINGS

According to the survey I conducted the important findings that I came to found out during my survey were:

Most of the respondents visiting ANANTA GRANITES are Business man and

some are employees.

most of the respondents are visiting fortnightly and some of them are visiting

weekly and monthly to ANANTA GRANITES

Most of the respondents prefer price of Rs.30-35, nearly 30% of the

respondents prefer Rs 40-50, 18% of the respondents prefer Rs. 55-65, and a

negligible percent of the respondents prefer above 65 Rs.

Most of the respondents purchase tiles from ANANTA GRANITES for

further sale, and only 37% of the respondents purchase for own use.

Most of the respondents purchase tiles of ANANTA GRANITES for quality,

32% for affordable price, and 16% for easy transport and some of them due to

nearness of the firm to their place.

Most of the respondents prefer 1 level and 18% of the respondents prefer 0

level and some others prefer 2 level and 1 level channel.

ANANTA GRANITES is not providing any exchange facilities to its

customers, which means that 100% of customers said that they are not getting

any exchange facility from the company.

100% of the customers said that they recommend others to purchase.

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Most said friends influenced them to purchase, some others said family

members and ads influenced them and none were influenced by other dealers.

Customers were satisfied with the delivery of tiles at right time from

ANANTA GRANITES.

Some of the customers give orders through mail, A high percentage of the

customers give orders through telephone, and the rest 24% of the customers

give orders by direct contact,

We came to know that some of the customers were very impressed with the

customer relationship and said it was excellent, most of the respondents said

that it was good and only 16% of respondents said it is ok.

Customer satisfaction was achieved in respect of the quality tiles as ANANTA

GRANITES produces size prescribed by the customers and at better price.

Some of the customers prefer Catseye, because it is costlier and used for

decorative purpose like mouldings, borders and walls. 26% of the customers

prefer Ruby red, because it is a commercial material and is used in selected

places in south, because it is used only in houses. Most of the customers prefer

Rajeshree, because it is also a commercial product

ANANTA GRANITES provides credit facility 86% of the respondents said

that ANANTA GRANITES provides credit facility and 14% of the

respondents said that it does not provide credit facility.

All customers said that they won’t face any problems while purchasing the

tiles.

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SUGGESTIONS AND RECOMMENDATIONS

The study helped me a lot to gain the information regarding customer satisfaction at ANANTA GRANITES, after the survey some of my recommendations are

Most of the customers are business man who purchases tiles for further trading; through proper promotion of tiles it can attract more customers.

It should improve customer relationships a bit more. Quality is the main strength of ANANTA GRANITES so it should maintain it and

try to improve it. The firm needs to advertise its products in a proper media of advertising to attract

more and more customers and to retain its present customers. The firm should opt latest technology of production to produce more tiles at lesser

time and to increase its productivity. The firm needs to attract newer segments of customers so as to increase demand

for its products.

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CONCLUSIONS

After conducting a survey on ‘Customer satisfaction’ at ANANTA GRANITES conclude that

ANANTA GRANITES shares a good customer relationship.As there are a lot of granite industries in Ilkal ANANTA GRANITES face immense competition.Heavy competition has made customers to get confused about the product and even about the price.

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BIBLIOGRAPHY

Internet (History of granites)www.google.com

Marketing research by tull and Hawkins.

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SURVEY ON CUSTOMER SATISFACTION IN ANANTA GRANITES

QUESTIONNAIRE

Name of the respondent: __________________________________

Designation : __________________________________

Name of the Company : __________________________________

Address : __________________________________

__________________________________

__________________________________

Age :

State :

Country :

Phone No : ____________________________

Cell No : ____________________________

Email Id : ______________________________

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1. Occupation of the customer?

A. Businessmen B. Professional

C. Employee D.Others

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2. How often you visit ANANTA GRANITES?

A. Daily B. Weekly

C. Fortnightly D. Monthly

3. What range of tiles do you prefer?

A. Rs. 30-35 B. Rs.40-50

C. Rs.55-65 D. Rs.65& above

4. Why do you purchase tiles from ANANTA GRANITES?

A. For sale B. For own use

5. What factor made you to purchase tiles from ANANTA GRANITES?

A. Quality B.price

C. Easy transport D.Nearness

6. Which of the distribution channel you are satisfied if the company provides?

A. 2 level B.1 level C. 0 Level

7. Whether the company provides exchange facilities to you?

A. Yes B. No

8. Do you recommend others to purchase tiles from ANANTA GRANITES?

A. Yes B. No

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9. Who influenced you to purchase tiles from ANANTA GRANITES?

A. Ads B. Friends

C. family members D. Other dealers

10. Do you get the delivery of tiles from ANANTA GRANITES at correct time?

A. Yes B. No

11. How do you give orders to the company?

A. Mail B. Telephone

C. Direct Contact D. Fax

12. How is the customer relationship of ANANTA GRANITES? A. excellent B. Good C. Ok D. Poor

13. Are you satisfied with ANANTA GRANITES products?

A. Yes B. No

14. What type of the tiles do you prefer to purchase from ANANTA GRANITES?

A. Cats eye B.Ruby red

C. Mudgal grey D.Rajeshree

E. others

15. Does the firm provide credit facility to you?

A. Yes B. No

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16. Do you face any problems while purchasing tiles from ANANTA GRANITES?

A. Yes B. No

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