A STUDY ON “CUSTOMER SATISFACTION” IN SURYA ENGINEERING WORKS at

VIJAYAWADA

Under the guidance of Presented by

Mrs.Y.V.Naga Kumari B.Mahesh Babu

Asst. Professor 12481E0046

Customer Satisfaction

• A measure of how products and/or services supplied by a company meet or surpass customer expectation.

• "Customer Satisfaction is a comprehensive strategy and process of acquiring, retaining, and partnering with selective customers, to create superior value for the company and customer.--JAGADISH N.SHETH

Need for study

• To understand the satisfaction level of the customer regarding the service provided by Surya Engineering Works.

• To understand what are the customer requirement and improvement required by them in service

Objectives of the study

• To know the customer satisfaction regarding surya engineering works

• To identify customer interest in buying hydraulic pumps.

• To find service rendered by the company• To know price impact on product purchase• To find word of mouth impact on product purchase.• To study the customers loyalty towards the surya

engineering works.

Scope of the study

• Scope of the study mainly to know the current level of customer Satisfaction.

• To give suggestions regarding improvement of performance Standard of the company.

• To inform the management about current level.• The project is carried out for the period of 45

days only.

Limitation of the Study• The responses given by the respondents may not be

true.• The respondents may be careless in responding to the

questionnaire.• The project is carried out for the period of 45 days only.• This study limits to the geographical area of

Vijayawada. So it could not give an accurate picture about Andhra Pradesh.

• Major part of the study based on secondary data. The data availability is still scarce for calculating various important practices.

Research Methodology

Primary data Secondary data

INDUSTRY PROFILE

Introduction

The Indian hydraulic industry started in early sixties primarily with an objective of import substitution of some of the hydraulic products being used by the industry in various applications.

The application of hydraulic control and drive systems has resulted in new designs and improved efficiency for machines and installations.

Growth of Hydraulic Industry

The Indian hydraulic industry started in early sixties primarily with an objective of import substitution of some of the hydraulic products

The Industry covered under the study has total market demand in the year 2012-13of about Rs. 855 crores.

Estimated demand of Hydraulic 2013-14 : 1010

FUTURE MARKET OVERVIEW OF HYDRAULIC INDUSTRY

• Demand from the Construction Industry to Propel the `19.72 Billion Indian Hydraulic Components Market toward `50.43 Billion in 2017

• India’s Emergence as a Manufacturing Hub Attracts International Participants to its Hydraulics Components Market

• The Government of India’s planned investment of `45 trillion in infrastructure in the 12th five year plan

COMPANY PROFILE

COMPANY PROFILE

Name of company : SURYA ENGINEERING WORKS

Year of Est., : 2004

C.E.O : Mr. Y. V. KRISHNA MOHAN 

Production type : Automatic and Manual

SERVICES RENDERED: Cylindrical applications Hydraulic cylinder &power package manufacturers

division Vehicle body building special applications

COMPITITORS

• Swathi Hydraulic

• Applied hydraulics

• V V N hydraulics

VISION:- Our vision is to be a leader in manufacturing & contracting companies in the hydraulic segments by adopting international standards.

MISSION:- With our commitment to high quality, advance technology, innovation & customer satisfaction by always ensuring that integrity, safety, environment friendly & efficient solutions.

Theoretical Analysis

CUSTOMER SATISFACTION

Customer satisfaction is related to the human activity

directed at satisfying human wants through the

exchange of products.

CUSTOMER SATISFACTION IN VARIOUS STAGES

• ROLE OF CUSTOMER SATISFCATION IN PRE-PURCHASE STAGE

• ROLE OF CUSTOMER SATISFACTION IN PURCHASE STAGE

• ROLE OF CUSTOMER SATISFACTION IN USAGE STAGE

• ROLE OF CUSTOMER SATISFACTION IN RE-PURCHASE STAGE

DATA ANALYSIS & INTERPRETATION

1 Is the company providing service as per your requirement?

Yes No 0

5

10

15

20

25

30

35

40

4541

0

No. of Respondents

2 Please rate the attitude of surya engineering works staff?

Excellent Good Fair Poor 0

5

10

15

20

25

30

6

27

6

2

No. of Respondents

3 Do you agree, the company services engineer has been completely professional?

Strongly agree

Agree Disagree Strongly disagree

0

5

10

15

20

25

30

35

3

30

8

0

No. of Respondents

4 How do you feel about company services department?

Excellent Satisfied Average Not satisfied0

5

10

15

20

25

30

35

29

47

1

No. of Respondents

5 Do you think the service charges / repair charges were reasonable?

Yes No0

5

10

15

20

25

30

35

40 38

3

No. of Respondents

6 Is the company providing the service in time?

Yes No0

5

10

15

20

25

30

35 33

8

No. of Respondents

7 How do you rate company responsiveness in dealing with you?

Excellent Good Satisfactory Poor 0

5

10

15

20

25

30

6

24

8

3

No. of Respondents

8 What is your experience related to availability of services from surya engineering works?

Excellent Satisfied Average Not satisfied0

5

10

15

20

25

30

3531

7

30

No. of Respondents

9 Based on your overall experience, would you visit this service center again?

Yes No 0

5

10

15

20

25

30

35

40 38

3

No. of Respondents

10 How would you rate the performance of the surya engineering products?

Excellent Good Fair Poor0

5

10

15

20

25

30

No. of Respondents

11 Is there any drawback in company’s services?

Yes No 0

5

10

15

20

25

30

35

40

6

35

No. of Respondents

12 Please rate the company’s overall performance?

Excellent Satisfied Average Not satisfied0

5

10

15

20

25

30

3532

63

0

No. of Respondents

13 How easy was it to make your first contact with Surya engineering works staff?

Excellent Satisfied Average Not satisfied0

5

10

15

20

25

30

35

29

75

0

No. of Respondents

14 Was your complaint/enquiry dealt with promptly?

Yes No0

5

10

15

20

25

30

35

4037

4

No. of Respondents

15 If we gave any information or advice, was it easy to understand?

Excellent Good Satisfactory Poor0

5

10

15

20

25

5

23

9

4

No. of Respondents

FINDINGS OF THE STUDY• Few number of customers felt that, staff still requires the

key skills to perform the tasks.• Customers feel that they won’t get the same response what

they get during the sales.• Organization is providing the services as per customer’s

requirements.• As per customer’s perception, organization services

charges are reasonable.• Organization is maintaining good relations with their

customers.• Most of the customers say that they are ready to repurchase

the services.

SUGGESTIONS• Customer’s problems should be considered properly

and give the services effectively.• Management should interface frequently in order to

make sure that all of its customers are satisfied.• Management must provide equal weight age for both

the sales and service, as both are related to the customers.

• Must be able to acquire more customers as it sole leadership, this can be done by providing right service for the customers.

CONCLUSION

Here most of the customers are highly satisfied with the company overall performance that is 81% and 14% of the customers are satisfied and remaining 5% of the customers are not satisfied with the company performance. Company concentrates on customer retention and it is done by giving the best service with reasonable price.