Summer Training Report

On

CUSTOMER SATISFACTION At Sri Krishna Rolling Mills Ltd., Jaipur

SUBMITTED IN PARTIAL FULFILLMENT TO

THE IIS UNIVERSITY

For the Degree of

MBA- International Business (Department of HRM & IB))

SUPERVISED BY:

Dr. Roopam Kothari

Sr.Assistant Professor

Department of HRM & IB

SUBMITTED BY:-

Ms Aparna Sharma

MBA-IB(Semester III)

ICG/2013/16350

CHAPTER:1INTRODUCTION

CUSTOMER SATISFACTION

'Customer satisfaction is a term frequently used in marketing. It is a measure of how products

and services supplied by a company meet or surpass customer expectation.

Customer satisfaction is defined as "the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services (ratings)

exceeds specified satisfaction goals.

Type and quality of response provided by the supplier.

Supplier’s capability to commit on deadlines and how efficiently they are met.

Customer service provided by the supplier.

Complaint management.

Cost, quality, performance and efficiency of the product.

Supplier’s personal facets like etiquettes and friendliness.

Supplier’s ability to manage whole customer life cycle.

Compatible and hassle free functions and operations.

Factors which influences the Customer Satisfaction:

CHAPTER:2RESEARCH

METHODOLOGY

OBJECTIVES OF THE STUDY:

1. To know the factor which influence the customer to purchase the SKRM products.

2. To determine the customer satisfaction level towards the SKRM products.

3. To understand the customer perception towards SKRM products.

4. To know the factors to improve the quality of the SKRM products.

RESEARCH METHODOLOGY:-

Research methodology is a way to systematically solve the research problem. In research

methodology we not only talk of the research method but also consider the logic behind we

use in the context of our research study and explain why we using a particular method and

why we are not using other so that research result re capable of being evaluated either by the

researchers himself or by other.

SAMPLING

A mixture of random sampling and the stratified was chosen. The whole list of present and

past customers were involved. The data was taken from the internet and also from the

database which was readily available with the company.

SAMPLE SIZE

For the purpose of study we have taken a sample of 35 customers from Jaipur.

CHAPTER:3COMPANY PROFILE

Shri Krishna Rolling Mills Ltd.

Shree Krishna rolling mills (Jaipur) ltd., 37.industrial area, Jhotwara, is one of the oldest

rolling mills in Rajasthan. It is established more than four decades ago. The unit today is a

corporate body i.e. a limited company. Although it is engaged in the same activity but it is in

a far difference manner.

As earlier its activities were confined to domestic area only but now it has made its presence

felt in the international market as well.

Mission:

• To supply high quality products with a wide variety of application to various

industries.

• Continual technological up-gradation operational efficiency and expansion to

produce steel at domestic and international standards with a low cost and high

degree of quality.

• To achieve highest levels of certification with new products development for

various industries.

Vision:

• Deliver high quality cost competitive products to our customer and be their first

choice.

• Regular up gradation of technology for a cleaner and green environment.

• Focus on a more friendly work environment between the team and its customers.

Certificate owned by company

To produce the product, BIS (earlier ISI) certification as required. The company carries the distinction of

getting registered with the bureau of Indian standard (BIS) and was the first in obtaining IS: 1786-Fe-415

and Fe-500 grade.

• 1.)The company has also accredited with ISO: 9001 certification by the American quality assessor

of USA.

• 2.)The unit is approved manufactured by power Grid Corporation of India ltd. (PGCK) for supplies

of structural steel.

• 3.)This company is also authorized license of TEM CORE trade mark.

PRODUCT PRODUCED BY THE COMPANY

Besides steel making, SKRM has two rolling mills. One is fully automatic and computerized bars and

rod mills which is manufacturing tested qualities TMT bars used for construction of building, dams,

bridges, roads and for any other RCC construction. In order to get production of TMT bars of world class

quality.

CHAPTER: 4DATA ANALYSIS & INTERPRETATION

DATA ANALYSIS AND INTERPRETATION

All data so collected has been accurately and precisely analysed and interpreted by the use of

appropriate graphs and pie chart.

Q.1: Since how many years you are using Sri Krishna Rolling Mills Ltd. TMT products?

Interpretation: This diagram shows that 45.71% of the respondents are using SKRM TMT

products since last 1 year, 25.71% of the respondents are using it since 2-3 years, 17% are

using since 3-5 years and remaining 11.43% are using it since more than 5 years.

Q.2: Which factors influenced you to buy Sri Krishna Rolling Mills Ltd. TMT?

Interpretation: The above pie chart shows that 31.43% of the respondents are influenced by

the Quality to buy SKRM product, 28.57% are influenced by Price, 25.71% are influenced by

Service and rest 14.29% of the respondents are influenced by the Company image.

Q.4: How did you know about Krishna TMT?

Interpretation: The above diagram shows that 31.43% of the respondents know about SKRM

through relatives, 25.71% know through dealers, 25.71% know through others and the rest

17.14% know through newspapers.

Q.8: Which payment option would you prefer?

Interpretation: 58.67% of the respondents prefer cash as payment option, 36.67% prefer

credit and rest 6.67% prefer cheques

CHAPTER:5FINDINGS & SUGGESTIONS

FINDINGS

Some of the customers were really pleased to receive mail and calls from company, but

others did not like the idea of calling them up. Thus the final result was a blend of both

satisfaction and dissatisfaction.

About 46% of the customers are using Krishna TMT since last one year, 25.71% of the

respondents are using it since 2-3 years, 17% are using since 3-5 years and remaining

11.43% are using it since more than 5 years.

The factors which influence the customers to buy Krishna TMT are mainly, Quality and

Price.

31.43% of the customers know about SKRM through relatives, 25.71% know through

dealers, 25.71% know through other sources and the rest 17.14% know through newspapers.

Among 60% of the customers 40% of them are very highly satisfied with Krishna TMT,

31% of the customers are satisfied and 28% of them are highly satisfied.

40% of the customers are not satisfied with Krishna TMT due factors which are mainly

service and availability.

58.67% of the respondents prefer cash as payment option, 36.67% prefer credit and rest

6.67% prefer cheques.

SUGGESTIONS

Instead of working only on factors such as quality and price which influences the

buyer, SKRM should also emphasis on its service and product availability.

SKRM should work more on their marketing strategies as majority of the customers

are aware about SKRM only through their relatives.

Various methods should be adopted in order to increase the level of customer

satisfaction as good aftersales service etc.

Customer’s preferred payment options should be kept in mind.

Customer loyalty is also the factor which needs to be considered well.

CHAPTER:6

CONCLUSION

CONCLUSION

It was a wonderful experience for me to work with Sri Krishna Rolling Mills Ltd.,

from the project I learnt about the various tactics which influence customer satisfaction, used

by SKRM.

As customer is the kingpin of business and his satisfaction is the ultimate aim of the

firm. Therefore, SKRM is working very hard to meet the expectations of its existing

customers and also increasing the number of new customers and making them the permanent

customers.

After working with SKRM and making this project through conducting a research on

the level of satisfaction as well as dissatisfaction among the customer of the firm. Many of

the customers are connected with the firm since past 1 year and majority of them came to

know about SKRM through their relatives and other sources, therefore, lot of work need to be

done on marketing. Customer’s choice and preference is very important factor on which

SKRM is working. To survive in the market the company needs to adapt an aggressive

marketing policy as of competitors. Last but not the least I would like to conclude that KFIL

as good organization to work as well as to interact with people. The way it is growing is a

very good sign.

THANK YOU…