APROJECT REPORT

ON

“CUSTOMER SATISFACTION SURVEY BIRLA CEMENT IN SAGAR”

2013-2014

Submitted To

Department of Management StudyINFINITY MANAGEMENT & ENGINEERING

COLLEGE

In the Fulfillment of the Requirement for the ProjectOf

Master of Business Administration

Under the Guidance of Submitted ByMISS SHAFQUE GIDEON KETKI GOYAL M.B.A II ND SEM

1

Declaration

I hear by declare that every part of this project report entitled

“CUSTOMER SATISIFACTION SURVEY ON BIRLA CEMENT IN

SAGAR” is genuinely prepared and organized by my own knowledge, sensibility,

originality and hard work under the guidance and supervision of my teachers.

The survey that I have conducted on the basis of which this report is

formulated was held in Sagar city by the customers of Birla Cement. I

acknowledge that with best of my knowledge the report does not contain any work

which has been submitted for the award of any degree anywhere if the respected

examiners detect anything wrong in relation to this report of mine I request him not

to award me any sort of graces marks for my work.

KETKI GOYAL 2nd semester

Certificate2

This is to certify that the project report titled “CUSTOMER SATISIFACTION

SURVEY ON BIRLA CEMENT IN SAGAR” is prepared by KETKI GOYAL

student of MBA (hons) 4th semester under the guidance of faculty MISS

SHAFQUE GIDEON for the parcial fulfillment of Master OF Business

Administration (HONS) is satisfactory in respect of.

This work done has been carried to our satisfaction and it is a bonafied

presentation of work by her under the guidance and supervision.

SIGNATURES:-

HEAD OF THE DEPARTMENT SUPERVISOR EXAMINER

PREFACE3

The project work is field which uses tools and techniques to transfer subjectivity in

the environment into objectives also the findings of the research when applied

show results which can be measured and evaluated so there is feedback this is what

makes it a dynamic activity.

This survey is analytical study of a different fact of product were focus is given on

the brand image. The idea behind this project is to give knowledge and to make

them to face real life situation. The project survey is commonly used for the

collection from the respondents through questionnaire with sample size 50 in this

statistical techniques have been used systematically. This project report survey is

not only with my own efforts but also that of others.

ACKNOWLEGEMENT4

I was fortunate enough to get support from large number of people so I owe a great many thanks to great many people who have helped and supported me in the preparation of this project report.

It is my privileged to express my gratitude towards respected MR. ASHFAQ SIDDIQUE (HOD) Of Department Of Business Management INFINITY MANAGEMENT AND ENGINEERING COLLEGE SAGAR a person with substance of genius, excellence in teaching skills for their guidance, cooperation and moral support and also for giving us there valuable time.

I would like to give special thanks to MISS SHAFQUE GIDEON for their guidance and inspiring nature has made possible the formulation of this project thank you mama for your valuable suggestion, Cooperation and supportive hands which you have kept upon me.

I would like to give sincere thanks to all my faculty members:

Thank you teacher’s for your skillful knowledge guidance, cooperation, supportive hands.

I also wish to express my indebtedness to my parents as well as my family member whose blessings and support always helped me to face the challenges ahead.

At the end I would like to express my sincere thanks to all my friends and others who helped me directly or indirectly during this dissertation work.

Table of content

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PARTICULARS PAGE NO.

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Certificate

Declaration

Acknowledgement

Preface

CHAPTER -1 Introduction

Identified Problem

Need of the Study

Objective and Scope

CHAPTER – 2 Methodology

Research design

Data Collection

Sampling Procedure

Sampling Plan

CHAPTER – 3 Data Analysis and Interpretation

Analysis (Statistical Tools)

Disgrammatic Representation

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CHAPTER 4 Limitation

Suggestion

Conclusion

Bibliography

Questionnaire

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CHAPTER 1

INTRODUCTION

INTRODUCATIONMr. Kumar Mangalam Birla

Chairman, The Aditya Birla Group

Mr. Kumar Mangalam Birla is the Chairman of the Aditya Birla group,

which is among India's largest business houses. Among its major Companies

in India are Grasim, Hindalco, Indo Gulf, UltraTech Cement and Aditya Birla

Nuvo. Its JVs include Idea Cellular (Birla-Tata, [Telecom]), Birla Sun Life

(Financial Services) and Birla NGK (Insulators). While Mr. Birla is the

Chairman of

all of the Group's blue-chip Companies in India, he serves as a Director on the

Board of the Group's International Companies spanning Thailand, Indonesia,

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Malaysia, Philippines and Egypt. The Group's operations extend to Canada, China,

USA, U.K. and Australia as well.

He is also on the Board of Tata Iron & Steel Company (TISCO), and Maruti

Udyog Limited.

Additionally, he is on the Board of the G.D.Birla Medical Research &

Education Foundation, and a Member of the Board of Governors of the Birla

Institute of Technology & Science (BITS), Pilani, and the prestigious Indian

Institute of Management, Ahmedabad as well. He is a Member of the London

Business School's Asia Pacific Advisory Board, which provides counsel on the

School's strategy and curriculum. He is "Honorary Fellow" of the London Business

School (LBS), a title conferred upon him by the Governing Board of the LBS.

Mr. Birla has and continues to hold several key and responsible positions on

various regulatory and professional Boards, such as:

Chairman of the Advisory Committee constituted by the Ministry of

Company Affairs for 2006 and 2007

Member of The Prime Minister of India's Advisory Council on Trade and

Industry

Chairman of the Board of Trade reconstituted by the Union Minister of

Commerce and Industry

Chairman of the National Safety Council

Member of the Government of Uttar Pradesh's High Powered Investment

Task Force

Member of The National Council of the Confederation of Indian Industry

(CII)

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Member of the Apex Advisory Council of The Associated Chambers of

Commerce and Industry of India

On The Advisory Council for the Centre for Corporate Governance

Member of the Organising Committee for Commonwealth Games, Delhi

2010

In the ten years that he has been at the helm of the Aditya Birla Group, he

has won recognition for his contribution to Industry and to professionalising

management. An indicative list is as follows:

1998

Mr. Birla was the first and only industrialist to have been appointed as a

public nominee on the governing board of the Securities and Exchange

Board of India (SEBI) by the Finance Ministry. He served as the Chairman

of SEBI's 17-member committee on corporate governance constituted in

mid-1999, and as chairman of SEBI's committee on insider trading.

The Kumar Mangalam Birla Report on Corporate Governance became the

cornerstone of corporate governance practices in India.

Recipient of the Rotary Club's "Award for Vocational Excellence".

1999

The Lions Clubs International's "The Achiever of the Millennium".

The Rotary Club of Ahmedabad's "The Legend of the Corporate World".

2000

The Bombay Management Association honoured Mr. Birla as "The

Management Man of the Year 1999-2000".

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2001

The Rajiv Gandhi Award for 'Business Excellence and Contribution to the

Country' from the Mumbai Pradesh Youth Congress

The National HRD Network's (Pune) 'The Outstanding Businessman of the

Year' award

The Giants International Award for 'Business Excellence and his

Contribution to the Industry'

The Rotary Club's 'Award for Vocational Excellence'

The Institute of Directors 'Golden Peacock National Award for Business

Leadership'

The Hindustan Times 'Businessman of the Year' award

2002

The Qimpro Foundation's "Qimpro Platinum Standard Award".

The Amity Business School Award for "Excellence in Business".

Ranked among the first five Asian business leaders for the CNBC/Insead

sponsored "Asian Business Leader Award 2002".

2003

Named "The Business Leader of the Year" by The Economic Times Awards

for Corporate Excellence 2002-2003.

Close on the heels of the Economic Times' "The Business Leader of the

Year" Award, he was selected Business India's "Business Man of the Year -

2003". This is indeed historic, as no Chairman/CEO has ever won both these

prestigious awards in a single year.

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The National Institute of Industrial Engineering's (NITIE) "The Lakshya -

Business Visionary Award".

The Indo-American Society's "Young Achiever Award".

"The 2003 Institute of Marketing and Management Award for Excellence".

2004

Chosen by the World Economic Forum (Davos)as one of the Young Global

Leaders. In this capacity, Mr. Birla is committed to share his knowledge,

expertise and energy over the next five years to usher in a future of "hope,

progress and positive change".

Drawn from a pool of 8000 candidates from around the world, of whom 600

were short listed and 237 finally named, the Young Global Leaders have

been hand picked by a Nomination Committee of 28 global media leaders.

In recognition of his exemplary contribution to Indian business, The Banaras

Hindu University awarded the D.Litt (Honoris Causa) Degree to him.

To salute his entrepreneurial excellence and exemplary contribution to

Indian business, the All India Management Association conferred its

"Honorary Fellowship" on him.

2005

"The Ernst & Young Entrepreneur of the Year" Award. Will represent India

at the Ernst & Young World Entrepreneur Award in Monte Carlo, Monaco

in June 2006

Named "Young Super Performer in the CEO Category" by Business Today

PHD Chamber of Commerce and Industry - Udyog Ratna

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The media too has showered accolades on Mr. Birla. Between 1997 to-date,

NDTV and Star Plus' "India Business Week" designated him as "The Businessman

of the Year". Global Finance has cited him among the "10 Super Stars of Corporate

Finance". Business World ranked him among the top 10 of India's most admired

and respected CEOs and the top CEO of the coming millennium, and Hindustan

Times named him as "The Businessman of the Year" as well.

Born June 14, 1967, Mr. Kumar Mangalam Birla was raised in Calcutta and

Mumbai. He is a Chartered Accountant and earned an MBA (Masters in Business

Administration) from the London Business School, London. Mr. Kumar Mangalam

Birla and his wife, Neerja have three children, Ananyashree, Aryaman Vikram and

Advaitesha.

GLOBAL VISION, INDIAN VALUES:

The Aditya Birla Group is India's first truly multinational corporation.

Global in vision, rooted in Indian values, the Group is driven by a performance

ethic pegged on value creation for its multiple stakeholders. A US$ 7.59 billion

conglomerate, with a market capitalisation of US$ 12 billion, it is anchored by an

extraordinary force of 72,000 employees belonging to over 20 different

nationalities. Over 30 per cent of its revenues flow from its operations across the

world. The Group's products and services offer distinctive customer solutions. Its

72 state-of-the-art manufacturing units and sectoral services span India, Thailand,

Indonesia, Malaysia, Philippines, Egypt, Canada, Australia and China.

A premium conglomerate, the Aditya Birla Group is a dominant player in all

of the sectors in which it operates. Such as viscose staple fibre, non-ferrous metals,

cement, viscose filament yarn, branded apparel, carbon black, chemicals,

fertilisers, sponge iron, insulators and financial services. It is:

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The world No. 1 in viscose staple fibre.

The world's largest single location palm oil producer.

A non-ferrous metals powerhouse and among the world's most cost efficient

producers of aluminium and copper.

The world's largest single location world-scale copper smelter.

The world's No. 1 in insulators, with its joint venture with NGK of Japan.

Globally, the fourth largest producer of carbon black.

The 11th largest cement producer in the world and the seventh largest in

Asia.

India's premier branded garments player.

Among the world's best energy efficient fertiliser plants.

India's second largest producer of viscose filament yarn.

The No. 2 private sector insurance company, and the fourth largest asset

management company in India.

The Group has also made successful forays into the IT and BPO sectors.

Beyond business

A value-based, caring corporate citizen, the Aditya Birla Group inherently

believes in the trusteeship concept of management. Part of the Group's profits are

ploughed back into meaningful welfare-driven initiatives that make a qualitative

difference to the lives of marginalised people. These activities are carried out under

the aegis of the Aditya Birla Centre for Community Initiatives and Rural

Development, which is spearheaded by Mrs. Rajashree Birla.

Grasim Cement:

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Grasim Cement was set up as a greenfield cement plant at Raipur,

Chhatisgarh, in 1995. Based on the most advanced technologies, this plant has an

annual installed capacity of 2.06 million tpa.

The plant’s unique features include:

Asia’s first gamma ray belt analyser from Gamma Matrix (USA) ensuring

the highest standards in online quality control.

India’s first polycom (blast furnace slag grinder) with a dynamic air

separator from Krupp Polysius Germany, which helps to generate the desired

homogeneous particle size distribution.

One of the few single kiln cement plants producing more than eight varieties

of cement.

Its captive power generation ensures a reliable power supply. The plant is

also an ISO 14001, ISO 9001, and IQRS L-5 certified unit.

IN PRODUCT MIX BY REVENUE OF CEMENT IS 46 %

GRASIM WINS ICMA AWARD FOR SOCIAL RESPONSIBILITY:

Grasim Industries Limited, Staple Fibre Division, Nagda, has received the

Indian Chemical Manufacturers Association (ICMA) award for Social

Responsibility. At a function held in Mumbai on 27 April 2006, Mrs. Rajashree

Birla received the award from Mr. Mukesh Ambani, Chairman, Reliance Industries

Limited.

Grasim, Nagda has been involved in various meaningful, welfare-driven

initiatives that distinctly impact the quality of the weaker sections of society in the

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Ujjain district of Madhya Pradesh. In working with the communities, the company

gauged their real needs and identified these as access to potable water, sustainable

livelihood, healthcare, education and infrastructure.

Grasim's community development programme encompasses 55 villages and

some adjoining urban localities. It has helped more than 1.4 lakh people in this

area and is implemented under the aegis of the Aditya Birla Centre of Community

Initiatives and Rural Development. The major programmes include watershed

management including drinking water provision in 20 villages and two townships,

and running three schools for ensuring quality education to over 5,000 children.

The Rural Development section is well equipped with vehicles, ambulances,

tractors, training centres and other necessary infrastructure with doctors,

paramedical staff and workers. Under the sustainable livelihood schemes, more

than 600 families are covered through self-help groups and income generation

activities; over 1,600 persons are trained in 30 different trades each year; and

increased crop productivity in 1,750 hectares has enhanced the livelihood options

for 3,500 households.

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Several other accolades have been conferred on Grasim in recognition of its

contribution to rural development. Some of them are the FICCI Annual Corporate

Social Responsibility Award 2004, the 2004 Stockholm Industry Water Award and

the Asian CSR Award 2005

BOARD OF DIRECTORS:

Mr. Kumara Mangalam Birla, Chairman

Mrs. Rajashree Birla

Mr. M.L.Apte

Mr. B.V.Bhargava

Mr. R.C.Bhargava

Mr. Y.P.Gupta

Mr. Cyril Shroff

Mr. S.G.Subhramanyan

Mr. Shailendra K.Jain (Whole-time Director)

Mr. D.D.Rathi (Whole-time Director)

Mr. S.B.Mathur

BUSINESS HEADS:

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Mr. Shailendra K.Jain, Viscose staple fibre

Mr. Saurabh Misra, cement

Mr. Ravi Kastia, Sponge iron

Mr. S.K.Saboo, Textiles, Spinning

Mr. Vikram Rao, Textiles, Fabrics

Mr. K.K.Maheshwari, Chemicals

WHOLE-TIME DIRECTOR AND CHIEF FINANCIAL OFFICER:

Mr. D.D.Rathi

COMPANY SECERETARY:

Mr.Ashok Malu

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PRODUCT PROFILE:

Cement is the basic binding material, which is used for construction purpose

and it is a commodity which has become a part of our life and will find demand till

time stands still.

The Indian cement industry is on a roll. Riding on increased activity in real

estate, cement production has registered a growth of 7.24 per cent in April, 2005,

at 11.41 million tones as against 10.49 million tones in the corresponding period a

year ago.

The growth trend has been on for some time now. In the April-January

2004-05 period, the sector registered a rise of 7.1 per cent, producing 108.06

million tones. If these trends are anything to go by, it will not be long before the

sector meets the production target of 133 million tones set by the government in

the fiscal 2004-05.

During the Tenth Plan, the industry, which is ranked second in the world in

terms of production, is expected to grow at 10 per cent per annum adding a

capacity of 40-52 million tones, according to the annual report of the Department

of Industrial Policy and Promotion (DIPP). The report reveals that this growth

trend is being driven mainly by the expansion of existing plants and using more fly

ash in the production of cement.

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A number of cement industry leaders have reported increase in dispatches

ranging from 5.44 per cent to around 10 per cent for the year ended March 31,

2005.

Associated Cement Companies said its dispatches of 16.569 million tones

are the highest it has ever achieved. Yearly dispatches showed an increase of

7.9 per cent over the previous year (15.364 million tones) while production

at 16.606 million tones (15.353 million tones), showed an increase of 8.5 per

cent.

Dispatches from the Aditya Birla group (from Grasim and UltraTech) rose

5.44 per cent to touch 26.260 million tones. Clinker dispatches stood at

2.965 million tones. Production rose 5.61 per cent. Grasim recorded cement

dispatches at 13.379 million tones, and clinker dispatches at 296,000 tones.

For UltraTech, the figures were at 12.881 million tones and 2.669 million

tones, respectively.

For the Ambuja Cement group, which observes a July-to-June fiscal, the

cumulative despatches for the first three quarters of the fiscal rose 10 per

cent to 10.745 million tones from 9.733 million tonnes? Production for the

same period was recorded at 10.756 million tones, showing a rise of 11 per

cent.

Both ACC and Ambuja Cement said their dispatches in March were the

highest ever for their groups. ACC reported dispatches at 1.572 million tones, up

by 6 per cent from the year-ago figure of 1.483 million tones; production rose 7.5

per cent, to 1.576 million tones from 1.466 million tones). Ambuja Cements

reported dispatches of 1.356 million tones, up by 9 per cent year-on-year and

production of 1.358 million tones, up by 10 per cent.

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The cement industry has also been witnessing a spurt in exports. India

exported about 8.13 million tones of cement and clinker between April-January

2004-05.The export figures for cement were 3.31 million tones and 4.82 million

tones for clinker in the same period. The cement industry has also been witnessing

a spurt in exports. India exported about 8.13 million tones of cement and clinker

between April-January 2004-05.The export figures for cement were 3.31 million

tones and 4.82 million tones for clinker in the same period.

Storage and usage information:

STORAGE

Store bagged cement on a raised floor in a damp-proof shed. If this is not

possible, then store the cement on a raised platform and cover with

waterproof sheeting. Use the cement in the order you receive it.

i.e. first in first out.

 

WATER

In general, the more water used for a given quantity of

cement, the weaker the concrete or mortar will be. It is

therefore important to use the minimum amount of water

required to make the mix workable.

 

MIXING

Accurately measure all materials with a suitable container

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(wheelbarrow or bucket). Mix thoroughly until a uniform colour is obtained. Add

water whilst mixing to avoid adding too much water.

 

CURING

Concrete or plaster should be kept moist for at least 7 days to prevent

cracking and to ensure that it's strength increases. Spray gently with

water and protect it with plastic sheets (or wet Hessian) to prevent it

from drying out.

HEALTH AND SAFETY WARNING:

When working with cement wear safety glasses and gloves.

Wash you hands after working with wet cement.

In the event of cement contact with your eyes, rinse thoroughly with water

and get medical attention if necessary.

Keep Cement out of reach of children.

OTHER INFORMATION:

Transport in vehicles with adequate protection from weather.

Arrange cement bags on timber pallets/platform at least 15cm above the

floor. Place stacks away from external walls and they should not exceed 10

bags.

The cement should not be lumpy.

Cement should be from bags that are not torn or interfered with.

CEMENT PERFORMANCE

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Cement performance of the Aditya Birla Group for April 2006:

Production at 26.76 lakh mt — up by 8.53 per cent

Despatches at 26.28 lakh mt — up by 6.08 per cent

The Aditya Birla Group's cement production for April 2006 grew by 8.53

percent at 26.76 lakh mt as against 24.66 lakh mt during April 2005.

Despatches moved up by 6.08 per cent at 26.28 lakh mt in April 2006 as

against 24.77 lakh mt in the corresponding period last year.

Cement performance of the Aditya Birla Group for May 2006:

Production at 26.09 lakh mt up 3.68 per cent

Despatches at 28.26 lakh mt up by 7.92 per cent

The Aditya Birla Group's cement production for May 2006 grew by 3.68

percent at 26.09 lakh mt, while despatches rose by 7.92 per cent at 28.26 lakh mt,

over May 2005.

The Aditya Birla Group's cement production for the period April-May 2006 at

52.86 lakh mt is up by 6.08 per cent vis-à-vis 49.83 lakh mt for April-May 2005,

and despatches at 56.33 lakh mt reflect a rise of 7.51 per cent as against 52.39 lakh

mt.

Cement performance of the Aditya Birla Group for June 2006:

Production at 24.23 lakh mt up 6.10 per cent

Despatches at 24.74 lakh mt up by 9.37 per cent

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The Aditya Birla Group's cement production for June grew by 6.10 per cent at

24.23 lakh mt, while despatches rose by 9.37 per cent at 24.74 lakh mt, over June

2005.

The Aditya Birla Group's cement production for the period April-June 2006 at

77.09 lakh mt is up by 6.09 per cent vis-a vis 72.66 lakh mt for April-June 2005

and despatches at 76.89 lakh mt reflect a rise of 6.54 per cent as against 72.18 lakh

mt.

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PROBLEM IDENTIFICATION

The problems which prompt me to conduct such survey was to know to what

extent the customers(retailer’s) of Birla white cement are satisfied as compared to

consumers of other cement brands. Another problem was to know the degree of

stockiest satisfaction in comparison of what others, which will have direct impact

on sales.

SAMPLING PLAN

POPULATION

For dealer’s (retailer’s) satisfaction survey – total dealers of Birla white cement in

Sagar city.

SAMPLING METHOD

For my survey I have used convince sampling method.

SAMPLE SIZE:

Quota Sample (Retailers):

20% of 500 A-B-C category retailers in “Sagar city” Market.

Universe Sample (Stockists): All Stockists in Sagar city.

100 Retailers selling BIRLA WHITE Cement & other products (like Wall care

putty sold by Paint Retailers).

All Stockists of Birla White Brands in “Sagar city”.

Selection of Sample:

Random, from different markets of Sagar city. The spread of 100 nos.

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Retailers is proposed as under –

A Class (monthly off take = > 90 bags) – 25 nos.

B Class (monthly off take = > 50 & < 90 bags) – 45 nos.

C Class- 30 nos.

Sources for Contact-details of Respondents:

Company database

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NEED OF THE STUDY

The scope of the study is confirmed to distribution channel with special reference

to the “BIRLA CEMENT” in Sagar district.

* The study can help to the management to know the factors why their sales

volumes are low.

* The study will help to improve the sales volumes of the “BIRLA CEMENT”

* The recommendation and suggestion of the study can also be applied to the

similar project or similar situation

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OBJECTIVE OF THE STUDYPRIMARY OBJECTIVES:

To find out the distribution channels of Birla cement in Sagar district.

To compare the distribution system of Birla cement with other cements.

SECONDARY OBJECTIVES:

To find out the advertisement efficiency of Birla cement.

To find out the marketing situations of Birla cement from others.

To find out the present problems faced by dealers.

To find out the any new scheme required by the dealers.

To give valuable suggestions to the company for increase the sales volume

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SCOPE OF STUDY

SCPOE OF SURVEY DEDUCTED BY ME FOLLOWS:

Take the “importance-rating” & “satisfaction-rating” of Retailers on the

identified factors.

Also, identify the brands which the Retailers hold in high esteem on each of

the factors.

Most preferred brand of consumers.

Retailer survey for performance of BIRLA WHITE CEMENT.

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CHAPTER 2

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

Research Methodology

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

can be understood as a science of studying how research is done scientifically. It

takes many dimensions and research methods to constitute a part of the research

methodology. Thus when we talk of research methodology, we not only talk of the

research methods but also consider the logic behind the methods used in context of

the research study in such a way that results are capable of being evaluated either

by the researcher himself or by others. Under this head, the methods and

techniques used in preparing this report are discussed.

Research Process:

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Information Need Felt

Define Research Objective

Prepare Research Design

Design Research Methodology

Secondary Research

Primary Research

Tabulation and Analysis

Report Writing and Presentation

Design Research Methodology

The research methodology selected was influenced by the target population i.e. the

Hyundai car owners. The major parts of the research methodology were:

Method of Data Collection

Both, secondary as well as primary methods were used.

Sampling Plan

Sampling Technique – Non Probability Purposive and Convenience Sampling

Sample Universe – All the BIRLA Shop sowners in Sagar

Sample Frame – SAGAR

Sample Unit – All respondents

Sample Size – 50

Questionnaire Design

The questionnaire was designed in order to meet all the primary and secondary

objectives of the study. Structured open and close ended questionnaire was

used.

Plan and Do Secondary Research

Secondary Data

34

It included the data like Indian Cement Industry, Need for Consumer behaviour

and Buyer 5 Step process.

Secondary Data Sources: Internet, Company profile, brochures.

Plan and Do Primary Research

Primary Data

Primary data was collected via Questionnaire.

Primary Data Sources: Primary data is collected directly by meeting the

consumers who own Hyundai Cars

Tabulation and Analysis

The analysis of data involved a number of closely related operations such as

establishment of categories, the applications of these categories into raw data

through tabulation, charts etc and then drawing inferences. All analysis was

univariate in nature and was of Simple tabulation type. In this report mostly

judgmental analysis was applied. The data collected were grouped into research

characteristics and further subjected to segmentation and then the scores were

obtained by using tally bars. The scores and percentage are presented in tables,

graphs and charts. By percentile inferences were drawn. Every table for each test

is represented through charts and graphs.

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CHAPTER 3

DATA ANALYSIS AND

INTERPRETATION

Have u used birla cement for bulding your house or office (a) Yes 75 (b) No 25

37

Did you like the product (a) Yes (b) No

38

Who are the competitors of birla cement ?(a) JK (b) Ambuja(c) ACC (d) Other

39

Will you recommened anybody to use Birla Cement (a) Yes 73 (b) No 77

40

Which other products of Birla cement have u used (a) Wall care putty 30 (b) White cement Others 30Other 40

41

Do you like the services of other products of Birla White (a) Yes 40 (b) No 20(c) Partially 40

42

According to you should it now launch some new products or services (a) Yes 58 (b) No 42

43

Which feature of birla white do you like (a) Cheap rates 25 (b) Quality 15(c) Easy Availability 35 (d) Others 25

44

Is Birla white cement easy available in the local market (a) Yes 70 (b) No 30

45

70%

30%

YesNo

From where did you get to know about Birla white cement(a) TV 20 (b) News Paper 10(c) Friends 30 (d) other sources 40

46

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CHAPTER 4

LIMITATION

LIMITATION

One of the important of the study was lack of time. Though the respondent

to the study was vast due to the time constraints the sample size was limited.

The researcher has difficulty with most of the respondents who was not

willing to cooperate with the study, as they were very busy with their work.

The research had also difficulty in getting some information, which the

respondents were not interested to give.

The researcher had difficulty with the respondents because they did not fill

up the questionnaire in proper time.

Another limitation of the study was confined with not only retailers but also

consumers for survey of this study.

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SUGGESTIONS

The performance of Birla white is good in the market & also Birla white has

a brand name and it is very popular. But from the survey I found that there is

more need to frequent advertisement is not considered directly in buying, but

it’s essential to promote the sales.

To satisfied retailer and stockiest company should give more commission to

retailers & give more credit terms and to satisfy retailers more attention on

quality at fair prices.

Company should try to manage competition between retailers and try to

build an association of retailers so they stop cut throat competition and get

enough profit.

Company should do few more retailer meet in a year.

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CONCLUSION

As a part of my study, I have done my Final project in Birla white (Grasim

Industries Limited).I have done Final project work on “Quantitative Research on

measuring satisfaction level of Retailers with Birla White brand vis-à-vis other

brands”.

I have taken visit of the unit & collected all the information regarding to the

project report. And then take a survey on retailers’ satisfaction in Sagar city. From

the survey of retailers, I conclude that retailers play an important role with the help

of retailers product reached to the consumer. So it is important to satisfy them and

they satisfied while; they went well quality at fair price & from the survey of

retailers because retailers are key factor for the cement industry. If retailers are

satisfied with level they get from the company than adversely it affects the

company’s sales.

Finally I would like to conclude that Birla white (Grasim Industries Limited) is

one of the most reputed companies in the Indian market but still there are better

scope of improvements. Company should take in to account dealers (retailer)

suggestions & views to improve the performance.

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BIBLOGRAPHY

MARKETING MANAGEMENT: - PHILIP KOTLER (13TH Edition)

Website : - www.birlawhite.com

Research Methodology : - C.R.KOTHARI.

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BIBLIOGRAPHY

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Annexure

INFINITY MANAGEMENT AND ENGINEERING COLLAGE SAGAR

Research Questionaire : Custumer Satisfication survey on Birla White

Cement In Sagar

Dear Respondents , This Information is required for my survey report work titled

as above. Your responses will be kept confidential and will be used for academic

and research purpose only

Questionnaire

Name: Contact Number: Email Id: Age: Q.1 Have u used birla cement for bulding you house or office

(a) Yes (b) NoQ.2 Did you liked the product

(a) Yes (b) NoQ.3 Who are the competitors of birla cement ?

(a) JK (b) Others Q.4 Will u recommened anybody to use Birla Cement

(a) Yes (b) NoQ.5 Which other product of Birla cement have u used

(a) Wall care putty (b) White cement Others Q.6 Do you like the services of other products of Birla White

(a) Yes (b) No(c) Partially

Q.7 According to you should it now launch some new products or services (a) Yes (b) No

Q.8 Which feature of birla white do you like (a) Cheap rates (b) Quality(c) Easy Availability (d) Others

Q.9 I Birla white cement easy available in the local market (a) Yes (b) No

Q.10 From where did you get to know about Birla white cement(a) TV (b) News Paper(c) Friends (d) other sources

Q.11 Any Suggestions ____________________________________________________________________________________________________________________

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