Customer Satisfaction Towards Oreva Granitiles

Project report on customer satisfaction on OREVA GRANITILE
INDIAN INSTITUTE OF BUSINESS

MANAGEMENT
PUNE
A
Project Report
On
CUSTOMER SATISFACTION TOWARDS
OREVA GRANITILE
Submitted in partial fulfillment

Of the requirements
For the award of the degree in
MASTER OF BUSINESS ADMINISTRATION

With specialization in
MARKETING
INSTITUTE OF MANAGEMENT STUDIES
Under The Guidance of

Mr. Rohit C Kalaskar Submitted by:
Sec.Gen & professor IMS Sharath babu M
HUBLI Reg No: A-
08/08/MBA/0033
INSTITUTE OF MANAGEMENT STUDIES 1

HUBLI
H.E.T’S
Recognized by AAMBA,,
Affiliated to IIBM
INSTITUTE OF MANAGEMENT University,GRANITILE
Pune
Phone (o): 0836-
Project report on customer satisfaction on OREVA 2271011
STUDIES Email: info@hubliedu.org Tel/Fax: 0836-
Website: 2271011
LAKE-VIEW CAMPUS, BESIDE UNKAL LAKE, www.hubliedu.org
UNKAL, HUBLI-580031 (Karnataka State)
Ref. No: HETS-IMS/: Date:
Certificate
This is to certify that the project work entitled “customer
satisfaction towards oreva granitile” has been successfully
carried out by SHARATH BABU MOPARTHI (A-08/08/MBA/0033) of
MBA VI Tri- Semester student under our supervision and guidance.
Mr. Rohit. C. Kalaskar

Sec.Gen & Professor
HET’s IMS Hubli
External Examiner’s

HUBLI
DECLARATION
I, here by declare that the work embodied in this project

report entitled “Customer Satisfaction towards Oreva
Granitiles” represents the original work done by me under the
supervision and guidance of Prof. Rohit C Kalaskar Department
of Management Studies, Institute of management studies, Hubli
during the academic Year 2008-2010. Previously this report or
any part thereof has not formed the basis for the award of any
degree, or other similar title.
Date:31/06/2010 SHARATH BABU
MOPARTHI
Place: Hubli M.B.A VI Tri-Semester
ACKNOWLEDGEMENT
The satisfaction and euphoria that accompanies the
successful completion of any task would be incomplete without

HUBLI
thanking people who made it possible. Many are
responsible for the knowledge and experience I have gained during
my Major Concurrent Project.
I would like to express my profound sense of gratitude to our

esteemed, college chairman Mr. Khaleel Ahemad kukmari for
his complete support, encouragement and guidance during my
entire project.
I also would like to avail this opportunity to thank our

esteemed secretary general and my internal guide Mr. Rohit C
Kalaskar for providing me an opportunity to carry out the project
and extending their valuable guidance and complete support
during this entire duration.
My sincere thanks to who in spite of their busy schedules

accommodated me for one to one interactions to collect my
primary data.
And I also thank my Parents and Family for their co-

operation and help.
SHARATH BABU MOPARTHI

Reg No: A-08/08/MBA/0033
RATIONALE FOR THE STUDY

HUBLI
1.1 Introduction
Every organization comes into existence with clear purpose &
objectives. The fulfillment of objectives helps the organization to
survive, grow & develop either directly / indirectly objectives of the
company are subjective in nature in order to achieve them the means are
transformed into actions. These actions in technical terms are known by
various names such as Financial Management, Human Resource
Management, Resource & Development Management, Production
Management, Purchase Management & Marketing management.
However all these actions are not isolated. They work in perfect co-
ordination & harmony to attain the objectives.
In the modern world there exist, a cut through completion for every
organization to overcome this completion the company needs to bring in
unique combination of talents into the organization. One of the most
important areas which requires extraordinary expertise & impeccable
planning in the area of marketing management. Today in an organization
the marketing department activities decide the survival, existence,
growth & development of the organization, marketing department is of
paramount significance due to the fact that it studies & deals with one of
the most important, powerful & dynamic element of the external
environment namely customer & his satisfaction. This customer
satisfaction is a foundation based on which modern organization can
dream to build the superstructure of business.
1.2Customer Satisfaction

HUBLI
Satisfaction is a person’s feelings of pleasure or disappointment
resulting from comparing a product’s perceived performance (or
outcome) in relation to his or her expectations.
As this definition makes clear, satisfaction is a function of perceived

performance & expectations. If the performance falls short of
expectations, the customer is dissatisfied. If the performance matches
expectations, the customer is satisfied. If the performance exceeds
expectations the customer is highly satisfied or delighted.
Many companies are aiming for high satisfaction because customers

who are just satisfied still find it easy to switch when a better offer
comes along. Those who are highly satisfied are much less ready to
switch. High satisfaction or delight creates an emotional bond with the
brand, not just as rational preference. The result is high customer loyalty.
Xerox’s senior management believes that a very satisfied or delighted
customer is 10 times as much as to the company as a satisfied customer.
A very satisfied customer is likely to stay with the organization many
more years & buy more than a satisfied customer will.
“The single most important thing to remember about any enterprise is
that there are no results inside the walls;
The result of a business is a satisfied customer”.

HUBLI
1.3 Research Methodology
Collection of data: Data is basis on which the super structure of
statistical information is created & investigation is made. Collection of data
is the first step in any statistical investigation collection of data is very
important function. The success & failure of investigation mainly depends
upon the quality of data. Adequacy & accuracy of data is essential to arrive
at correct conclusion.
Types of data: Statistical data are classified in two parts

1. Primary data
2. Secondary data
Primary data has been collected by using the schedules direct personal
interview with market executes of the company human resource of the
company.
Secondary data has been collected from news papers, journals of Company
& internet regarding history, development & details of the main
organization their products & images of products which helped a lot in
promoting the project successfully.

HUBLI
1.4 Presentation of the Study
The present study is organized & structure in nine chapters,
The second chapter deals with objectives of the study
The third chapter deals with company profile Nature of the company,
Human Resource of the company, Organization of the company, Product
profile of the company, Performance of the company & Achievements of
the Company..
The fourth chapter provides a conceptual frame work of customer
satisfaction. It deals with meaning, consumer preparation, consumer feature
& important etc.
The fifth chapter deals with research methodology like research
design, data collection methods / sources, sampling plan which
includes sample size and sampling methods viz questioner method,
interview method.
The sixth chapter is devoted for data analysis & interpretation.
The Seventh chapter deals with summery of findings
The eight chapter deals with suggestions
The last chapter deals with expected contribution from study.

HUBLI
OBJECTIVE OF THE STUDY
2.1 Statement of the Problem

The present study is a detailed & empirical investigation on the research
topic “A study of customer satisfaction – A case study of OREVA
GRANITILE situated at Bangalore division. The present study covers
customer satisfaction methods adopted in the state of Karnataka, with
special reference to Bangalore city.
2.2 Need for the Study
Customer is the king of market & it is necessary to know & understand
to what extent the customer is satisfied often he/she purchases the product or
service very far study have been conducted on consumer satisfaction.
2.3 Objectives of the Study
 To recognize the detail structure of Oreva Grantile.
 To ascertain the awareness of people towards Oreva Grantile.
 To study the extent & extent of satisfaction of consumers
 To precise the view of consumers in connection with OREVA
GRANTILE
 To Suggest measures to improve Level of Customer Satisfaction
2.4 Scope of the Study
OREVA GRANTILE is very large company encompasses a wide range
of activities. The study is oriented on customer satisfaction. The study is
conducted at the head office of OREVA GRANTILE situated at Chikpet,
Majestic Bangalore city, Karnataka.
CHAPTER 3.

HUBLI
PROFILE OF THE COMPANY AND

PRODUCTS
3.1 Origin & Development of the Company

Ajanta is an well established company situated in Morbid (Gujarat), has a
built-up area of 15, 00,000 sq. ft. the company currently provides
employment to more than 4000 employees (90% of which are female
employees). This enormous volume of infrastructure helped the company in
achieving big goals since years and now the company stands on a strong
ground and has the credit of “World’s largest clock manufacturer” as well
the only company in India that manufacture calculators and educational toys
and the market leader in the telephone manufacturing.
With the values of dedication, commitment and hard work, the

company as a team is climbing the ladder of success. At present, the
company has a wide range of products in different segments. Clocks,
Telephone, Calculators and Timepieces and Educational toys are just to
name a few, Recently, AJANTA GROUP entered into manufacturing of
Home Appliances with a full range of products like irons, Water Filters,
Water Dispensers, Water Purifiers, Water Sterilizers, Room Heaters, Table
Fans, Wall mounting Fans, pedestal Fans, Water Heaters, Mixer Grinder,
Kettle, Emergency Lights, ice Shavers, Air Coolers and more

HUBLI
The company has many firsts to its credits. The company pioneers in
India to undertake in-house C.O.B Technology Being an ISO-9002 and CE
Certified Company; it has introduced innovative processes in the areas of
inventory Management, Finance, Marketing and R&D. As a result of which,
the group’s dependency on working capital assistance from Commercial
banks is virtually nil.
The growth of AJANTA GROUP as an industrial conglomerate is

attributed to the vision and farsightedness of our management team. Our
management strongly believes in the fundamentals of social upliftment
through education and employment. Hard work and quality ahs always have
been the buzzwords at AJANTA GROUP. The ISO-9000-2001 Certification
ensures that stay on the cutting edge quality, technology and processes.
Recently concluded Volumetric Production analysis gives an

indication of company’s capabilities. The company has achieved a world
record of Manufacturing 1,25,41,602 clocks during 2001-2002.
With more than 250 wholesalers and around 50,00 retailers dotting
the country the company has one of the best distribution networks in the
Nation. At present AJANTA GROUP is manufacturing around 100 models
of wall clocks, 40 models of Timepieces, 25 models of Telephones, 30
models of Calculators and 3 different varieties of Educational toys in 6
different colours. Even after wide range of models in each product, new
models are introduced every month to remain always ahead and unbeatable
in the Global Market.

HUBLI
On export font too, the company has emerged a clear winner,
gathering many accolades in the process. Today AJANTA GROUP products
enjoy a prominent place in more than 45 countries. The company has struck
to its motto for providing world class quality products and is confident
staying ahead.
The company ahs many achievement of which the most familiar is

that AJANTA GROUP has been winning the ESE award for the Excellence
in exports in the filed of Electronics by the ministry of Communication
information technology for 7 consecutive years.
3.2 Mission & Vision of the Company
Mission
 Leadership through reliability & honesty
 With almost respect to human value.
 We promise to serve our customer with integrity
 Through innovate value for money solutions
 By applying thought day after day.
Vision
To become among the lop 10 Oreva Granitites Pvt Ltd., in
INDIA.
An employee of choice for the best talent in all function fields.
It has a commitment to create business managers who are

Capable to understand in it’s entirely & driving it to the next level.

HUBLI
3.3 Objective of the Company

 Manufacturing efficiencies comparable to the global best in
Class.
 Be one of the largest players in the Granitile Industry in the
Processes.
 Pan develops sales & distribution infrastructure among the
top 5 in India.
 Strong business & Managerial practices
 Strong brand with the exceptional value proposition
3.4 Organization Structure
CHAIRMAN
(Consumer Carte & Lightning)
Vice President Vice President

(Consumer Care Product) (Lightning)
Human Resource Research &

Finance Manager Marketing Manager
Manager Development
General Manager General Manager General Manager General Manager

(North) (South) (West) (East)

HUBLI
Regional Manager (State)

Area Sales Manager
Area sales mgr (1) Area sales mgr (1)
Sales Sales Sales Sales

Reprehensive Reprehensive Reprehensive Reprehensive
(1) (2) (3) (4)
3.5 Marketing Structure of Ajanta
Depot
Marketing Executive Marketing Executive
Marketing Executive Marketing Executive Marketing Executive
Retailer Retailer Retailer Retailer Retailer Retailer
Retailer Retailer Retailer Retailer Retailer Retailer

HUBLI
3.6 Product Profile

1. OREVA Tiles are made form only the best raw materials only Ukraine
high plastic Ball is used to ensure maximum strength & whiteners while
Italian & Spanish soluble salts enables deeper penetration of design
oreva granitile is also India’s first to install Technology tower for
manufacturing elegant multicolor & multi-layer decorative Tiller.
2. OREVA Granitile is yet another revolutionary initiative of the Rs.500
crore Ajanta group with a production capacity of 31,000 sq meters of
fully vertified tiles per day oreva tiles is by far, the largest fully vertified
tile manufacturing facility in the country spread over 200 acre in
samakhialli a sall town in kutch Gujarat
3. Each tile would undergo an impeacable finishing process through the
Indians only 48 – Head polishing machine. The secret behind the tile’s
mirror – like finish, which would not only reflect you but also your life
style.
4. Encouraged by the hearting response from the industry as well as the
consumer. The Ajanta orpat group zerored into proceed with its most
promising yet challenging project till date. Realizing an immense
opportunity that lies a head to be capitalized in the Indian Tiles market.
Ajanta orpat has planned to setup the largest even manufacturing facility
of verified tiles in Indian. This again to provide the Indian market with
the best quality tile that are strong enough not just to resist the wear &
tear of everyday we but also to take on the existing & future competition.
The tiles are 205 meter klin, which is the longest in the world.

HUBLI
5. OREVA is all geared – upto storm the vitrified tiles market Not
overlooking the Indian consumers preference for styles & look, we
would introduce the range in a wide array of captivating & contemporary
designs & colours. These designs available in the mega size options of
600 x 600 mm, 800 x 800 mm & 1000 x 1000 mm to give a better high-
end products to our customers. OREVA Grantile is dedicated to achieve
highest level of customer satisfaction by continuously improving product
range to deliver high values to customers.
6. We aim to continually modernize our manufacturing facilities & enhance
the skills of our personnel in terms of quality awareness to attain
excellence in the level of quality that exceeds the expectations of
customers; OREVA Grantile aims to provide unparalleled quality
products in the Industry weat OREVA grantile strive to keep the quality
at every stage of manufacturing & delivery to large enduring relationship
with our principles – suppliers, distributors & resource partners.
7. There are many kind of tiles in the market. Broadly these four types.
A. Mosaic Tiles B. Chequred Tiles
C. Glazed Tiles D. Ceramic Tiles
a) Mosaic tiles are precast concrete tiles with marble chips at surface
b) Chequred tiles are plain cement tiles with Chequred groves on finish
layer. Normally used in parking and walkway way areas.
c) Glazed tiles are earthenware tiles but glazed. Generally used for
finishing the surfaces of walls and floors of water closets, bathrooms,
kitchens, hospitals places where cleanliness is an important factor.
d) Ceramic tiles are earthenware tiles mechanically manufacture. These
are hard and tough Ceramic tiles are used for flooring as well as dado
work.

HUBLI
8. OREVA Grantile always tries to give the customer quality product &
always aimed to satisfy the customers.
Product Features
The plant boast of several features unheard of in Indian title Industry.
Some of them are

• Consistent / uniform flooring:
Compared to natural stones and other flooring options, Oreva
Grantile
decorates yo consistent patterns and designs giving maximum
uniformity to your dream floor.
• Ever – lasting Colour:

Unlike morble, which yellowish over Grantile exhibits nil
discoloration.
• Ready to use and long lasting:

Oreva Grantile are pre-polished & pre – Sized tiles that saves time
with ready to use fi long lasting mirror finish polish.
• Almost Zero water and absorption:

This feature makes the Oreva Grantile floor stain resistant, clean and
Hygienically superior
• Stronger than Marble and Grantile:

HUBLI
Compared to any Marble or Grantile, Oreva Grantile are so
technologically treated that I strength and less wear and tear which
assures you the inherent beauty year after year.
• Resistant to Acid & Alkalis:

Makes the floor safe from chemical reaction, rather one can used
acids to clean the stubborn from floor.
• Last but not least, Oreva Granitile is brought to you by world

renewed Ajanta Quartz
Competitors
 Bells
 Restile
 Murudeshwara
 Parry Ware
 Cera
3.7. Human Resource of Company

Any company that wishes its growth & develop must have some thing
behind it, which makes the things happen i.e. the human resource of a
particular company / firm. So it gives much importance towards the human
resource working for the progress & development of the company. They
held meetings & conferences with company board of directors & Senior
executives for any improvement in the human resource. They provide
excellent training to all its workers ( top, middle, low) level management on
regular intervals as & when required new concepts. The dealing with

HUBLI
customer & dealers is also done in a good manner by giving quick
response to all.
It also provides its workers with a hand some salary & other facilities.
So they work creatively in a group for the progress of the company to attain
its overall objectives with ease.
SDS’s Senior Executives are actively involved in during business

excellence. E.g Personal involvement in the SQA process. SSS process,
Production innovation initiative, practicing MBWA to enjoy direct
interaction & access to shop floor issues, initiating various reward various
reward programmes. By chairing committers, conducting training, meting
regularly with customers & suppliers, and communication through a variety
of channels, the senior executive actively spread & reinforces company
goals & values through the organization.
With a strong belief that its people are fundamental to its success.
SD’s Places, Much emphasis & attention on the needs & development of its
multinational workforce. In the development & welfare of its human capital,
SDS is OSTC, people developer & OHSAS 18001 certified. It has also
successfully introduced various schemes Like IDEAS (In present derived
through employees. Active suggestions) & CTO (Critical To Quality) to
garner the creative ideas of its workforce to improve performance. The
IDEAS scheme, for e.g., generated substantial cost saving annually. It’s pro-
people approach has resulted in the creation of highly satisfied & motivated
workforce * fostered a strong sense of belonging amongst its nearly 1500
strong employees

HUBLI
3.8 Achievements of company

Growth rate of ORPAT products is touching new horizons day by day
and year by year and are being awarded by Government of India,
Department of Electronics, EC, Gujarat Government of Gujarat and State
bank of Saurastra for best export as under:
In year 1992, “Man of the Year” award was felicitated upon

ORPAT’s Chairman Shri Odhavjibhai R. Patel, under whose able
Manufacturer and the recipient of Exports awards for outstsanding export

performance every year since 1991-92.
For the company export performance during the year 1997-98 the
Minstry of Commerce, Government of India has awarded “Certificate of
Merit” to Ellora Time (P) Ltd. Honorable prime Minister Shri Atal Bihari
Vajpayee at a function organized at Vigyan Bhavan presented this award to
the company on January /21/1999. Shri A.O. Patel, Director of the company
received the award on behalf of the company.
Ellora Time(P) Ltd. Had achievement a record sales target of

17,55,000 Quartz Time pieces and earned a foreign exchange of $35 lacs to

HUBLI
the nation during the financial year 1997-98 through exports. The
total value of exports during the year was Rs, 12.36 Crores.
Company’s Managing Director Shri Pravin O Patel was the recipient

of the “TRADE POST MAN OF THE YEAR” award for year 1999 as an
honour for acknowledging ORPAT’s achievement of being highest exporter
of electronics consumer goods and India’s leading quartz alarm clocks
despite free imports and Chinese Challenge.
Other Achievements of the Company
• Worlds Largest Manufacturer.
• India’s Largest Timepiece Manufacturer.
• India’s Largest Exporter of Wall Clock (Exports to more than 45
countries all over the world)
• India’s Largest CFL Manufacturer.
• The Only Manufacturer in India Which Manufactures Calculator &
Educational toy’s In India.
• Brand Leader of Telephones

HUBLI
• Winning The ESC Award For the Highest Export for
Consecutive 10 years in the field of electronics by the Ministry of
Communication & Information Technology (Govt of India).
3.9 Profile of Director

Shri Odha Vjibhal R. Patel (Chairman)
(Popularly Known as O.R.Patel)
Basically a science teacher in V.C Technical High School, Morbid, he
also looked after cloth shops and oil engineering manufacturing. In 1971, he
established a small unit for the manufacturing of Mechanical Clocks under
the name of Ajanta Transistor Clock Mfg.Co.
Sugar, roofing tiles and pharmaceuticals are the additional areas in

which Shri O.R. Patel has provided the leadership to the group. Shri O.R
Patel was awarded “Man of the Year” (Horological Field) Highest Export
Award of Electronics consumer Goods for year 1991-92.
Shri Praveenbhai O. Patel

(Managing Director)
Born on 27-12-1953, he is a B.E (Mechanical Engineering) by
qualifications. Joined watch clock manufacturing activity in 1971 to support
his father Shri O.R.Patele and since then he is actively engaged in all the

HUBLI
ventures started by the group. His expertise in production, Sales,
Quality Control, Finance and Public Relations has enriched the group. He
has traveled around the world for the market and its know-how. It is only
due to his dedication and efforts that ORPAT INDUSTRIAL ESTATE is
having a stature of World-Class Manufacturing Unit.
Shri Jaysukhbhal O.Patel

(Director)
Jaysukhbhai has 5 years experience in sugar Manufacturing Unit.
With his effieicncy and harwork, he completed the entire construction,
layout, planning and interior designing of ORPAT INDUSTRIAL ESTATE
within a record period of 12 months.
He currently looks after the development of international market for

ORPAT’s products. He has visited 30 countries to develop personal contacts
foreign buyers and suppliers. He is actively engaged for diversification,
expansion and modernization of ORPAT’s activities.
Quality of our products depends largely on the quality f

infrastructure. ORPAT is equipped with perfectly planned infrastructure
matching with international Standards. ORPAT is the only company which
has installed 130 imported injection Moulding machines with
Microprocessor based Control Systems
VISIONARY OF OREVA GRANITILE

Shri Jayesh Bhai. N. Sheth

HUBLI
(Director)
Mr. Jayesh Sheth has dedicated his knowledge & Experience to petch
the company with new successes, As a director of the Ajanta Manufacturing
Ltd. Understading the business strategies very well. He always tries to give
the customer quality product & has always aimed to satisfy the customers &
world demand.
The untiring efforts & the experience of more than 25 year export
business has leaded the Ajanta Manufacturing Ltd. To the new high.
“OREVA” SUSTAINABLE BRAND MAKER

MR. G. NATRAJAN (MARKETING HEAD)
Ceramic industry history depicts no major reshuffle at the helm in
marketing has it used to be seller’s market but globalization and awaking
awareness amongst consumers lead to competition, sudden spurt in demand
for personnel at the helm got at most important.
Many stalwarts with management qualification & Experience in their

respective field enrolled their name to lead the oreva team.
A versatile personality with 25 year experience very well known by

all in trade in industry form Kasmir to Kanya kumari, Mr. G Natrajan was
crowned the assignment of leading oreva team. A sober, down to earth
personality with practical approach to assignments Mr. G. Natrajan
reckoned the challenges as mission to achieve. A rare network industry ever
experience was selected as Channel Partner and Distributor to offload
largest quantum in shortest time to come. To strengthen network, a men
power team with specialized approach has been appointed by him.

Leadership, guidance and practical approach are strong salient futures of

HUBLI
Mr. G. Natrajan has always keepinh a step ahead of others.
Management is confidant that Mr. G. Natrajan and his team will leave any
stone unturned in achieving company goals
Chapter 4.
Theoretical Perceptive
4.1 Meaning & Definition of consumer & customer satisfaction

Meaning of consumer in General
Consumer is not just people who use the service or product but
conceptually he is a person who decides the ability of the services to create
standard of living and deliver it to the final consumption. Which is of
optimum utility in all dimensions in usage of service.
Consumer satisfaction
Consumer satisfaction is the fulfillment of consumers’ present and
future expectations according to the reasonable standards of accuracy
established both the minds of the service provider and services user.
Consumer Perception
Consumer perception is defined as the process by which an individual
selects, organizes, and interprets stimuli into a meaningful and coherent
picture of the world, It can be described as “how we see the world around

HUBLI
us. “Two individuals may be exposed to the same stimuli under the
same apparent condition, but how each person recognizes, selects,
organizes, and interprets these stimuli is a highly individual process based
on each person’s own needs, values and expectations.
Defining customer value & satisfaction

Over 35 years ago, Peter Drucker observed that a company’s first task
is “to create customers”. But today’s customers face a vast array of product
& brand choices, prices, & suppliers. How do customer make their choices?
We believe that customer estimate which offer will deliver the most
value. Customers are value maximizes, within the bounds of search costs &
limited knowledge, mobility, & income. They form an expectation of value
& act on it. Whether or not the offer lives up to the value expectation affects
both satisfaction & repurchase probability.
Customer Value
Customer delivered value is the difference between total customer
value & total customer cost. Total customer value is the bundle of benefits
customers expect form a given product or service. Total customer cost is the
bundle of costs customers expect to incur in evaluating, obtaining, using, &
disposing of the product or service.

HUBLI
Customer satisfaction
Satisfaction is a person’s feelings of pleasure or disappointment resulting
form comparing a product’s perceived performance (or outcome) in relation
to his or her expectation.
As this definition makes clear, satisfaction is a function of perceived

performance & expectations. If the performance falls short of expectations,
the customer is
4.2 Importance of customer satisfaction

“The single most important thing to remember about any enterprise is
that there are no results inside the walls;
The result of a business is a satisfied customer”
- Peter Drucker
in the existing business environment-markets are turbulent & customer
needs fast changing companies should pot for ways to add value for their
customer by offering products or services just the way they want it. When
there customer has to choose form a large & bewildering number of options,
features, pricing structures & delivering methods, offering unique product to
every individual customer will go a long way in adding value to the

consumer decision making process.
Customer satisfaction is a continuous process, which does not begin,

or end with a purchase. It covers the entire ‘ownership experience form
selecting a product, to purchase, through aftercare to repeat purchase.

HUBLI
Clearly there are three phases in the customer satisfaction process,
namely:
1. Pre sales: During this stage the customer expectations are developed
through the various information sources like advertising word of
moth & so on.
2. During Sales: When the customer is engaged in experiencing on how
deal with enquires & sell products.
3. The After Sales Period: This refers to the period when the customer
has started using the product.
Thus customer expectations & their experience will together determine the
level of satisfaction. These expectations are inclusive of:
Pre-Sales Period
Availability of clear, useful information on:
 The product or service
 Its quality aspect
 Its core benefits or advantages
 Its price
 Its availability or sales outlet
 How to obtain it
During Sales Period

 Opportunity to inspect the products

HUBLI
 Provision of an attractive sales environment

 Courteous & attentive service
 Reasonable & reliable delivery
 Enhancing quality of goods or services
 Prompt redressal in case of complaint receipt
 Freedom to choose without undue sales pressure
The After Sales Period

 If required necessary support or be provide
 Prompt replacement or refund if necessary
 A smooth & straight forward complaints procedure
 Efficient repair & maintenance service
 Efficient & effective consumer follow-up process
Form the above discussion it is seen the consumer satisfaction goes

beyond the core product or service offering. Marketing decision makes
have to start by trying to understand the elements which together will
determine the satisfaction levels. Then list the elements in the proper
Sequence so as to identify what is to be done so as to increase the
customer satisfaction level. This can be only done if the marketers
involve a system which facilitates interaction with other customers.
These interactions will prove to be equally important as the quality of
the core product or service offered by the company in the long run.

HUBLI
4.3: Techniques for customer satisfaction

Customerisation
Today consumer is looking out for value for money. The challenge
before the marketer is to identify what value would appeal & convince
the consumer. Marketers are trying to enhance the concept of value
through delivery methods. They have realized that product service
Characteristics, customer’s aspirations & perceptions & the availability

of competing alternatives can be used to enhance customer value.
But the focus & challenge before every firm is to rebuild itself around
its customer. It should be able to perceive, interpret, serve & satisfy the
customer with the type of products & services he/ she desires & arm
itself so as to gain a competitive edge of customerisation.
Customerisation refers to the process wherein all the employees of the
firm are required to interact directly with the customer &end user. They
can have access to every person & function within the organization, be
involved in designing & fine tuning key products & processes, & turn
every interaction with the customer into a platform of interactive
communication- so as to add value & increase customer satisfaction.
Customerisation will help a firm in:
 Providing the of service to match the customer requirement

HUBLI
 Help to focus on consumers needs so as to add value &

offer benefits to the customer.
 To identify new customer, new market segments & new application
for existing market.
 Work towards total customer satisfaction & maximum customer
delight.
Organization & organization culture

A company’s organization consists of its structures, policies, &
corporate culture, all of which can become dysfunctional in a rapidly
changing business environment. Whereas structures & policies can be
changed (with difficulty), the company’s culture is very hard top change.
Yet changing a corporate culture is often the key to implementing a new
strategy successfully.
What exactly is a corporate culture? Most business people would be

hard pressed to find words to describe this elusive concept, which some
define as “the shared experiences, stories, beliefs & norms that characteristic
and organization”. Yet, walk into any company & the first thing that strikes
you is the corporate culture-the way people are dressed, how they talk to one
another, the way they greet customers.

HUBLI
Sometimes corporate culture develops organically & is
transmitted directly from the CEO’s personality & habits to the company
employees. Such is the case with computer giant Microsoft, Which began as
an entrepreneurial upstart. Even as it has grown to $ 14 billion company,
Microsoft hasn’t lost the hard-driving culture perpetuated by founder Bill
Gates. In fact, most feel that Microsoft’s ultra competitive culture is the
biggest key to its success & to its much-criticized dominance in the
computing industry.
Delivering Customer Value & Satisfaction

The core business process include
 New-product realization: All the activities involved in researching,
developing, & launching new high-quality products quickly & within
budget.
 Inventory management: All the activities involved in developing &
managing the inventory levels of raw materials, semi finished
materials, & finished goods so that adequate supplies are available &
the costs of overstocks are low.
 Customer acquisition & retention: All the activities involved in
funding & retaining customers & growing their business.
 Order-to-remittance: All the activities involved in receiving &
approving orders, shipping the goods on time, & collecting payments.

HUBLI
 Customer service: All the activities involved in making it
easy customers to reach the right parties within the company receive
quick & satisfactory service, answers, & resolution of problems.
Attracting & Retaining Customers

In addition to improving their relations with their parents in supply
chain, many companies are intent on developing strong bonds & loyalty
with their ultimate customers. In the past, many companies took their
customers for granted. Their customers may not have had many alternative
sources, or all suppliers were equally deficient in service, or the market was
growing so fast that the company did not worry about satisfying its
customers. Clearly things have changed.
Today’s customers are harder to please. They are smarter, more price
conscious, more demanding, less forgiving, & approached by more
competitors with equal or better offers. The challenge, according to Jeffery
Gitomer, is not to produce satisfied customers; several competitors can do
this. The challenge is to produce loyal customers.
Attracting Customers
Companies seeking to grow their profits & Sales have to spend
considerable time & resources searching for new customers. Customer
acquisition requires substantial skills in lead generation, lead qualification
& account conversion. To generate leads, the company develops ads &
places them in media that will reach new prospects; it sends direct mail &
makes phone to possible new prospects; its salespeople participate in trade
shows where they might find new ideas; & so on. All this activity products
of suspects. The next task is to qualify which if the suspects are really good

HUBLI
prospects, & this is done by interviewing them, checking on their
financial standing, & so on. The prospects may be graded as hot, warm, &
cool. The sales people first contact the hot prospects & work on account
conversion,
which involves making presentations, answering objections, & negotiating

final terms.
The Need for Customer Retention

Unfortunately, most marketing theory & practice center on the art of
attracting new customers rather than on retaining existing ones. The
emphasis traditionally has been on making sales rather than building
relationships; on pre selling & selling rather then caring for the customer
afterward.
The key to customer retention is customer satisfaction. A highly satisfied
customer;
 Stays loyal longer.
 Buys more as the company introduces new products & upgrades
existing products
 Talks favorably about the company & its products.
 Pays less attention to competing brands & advertising & is less
sensitive to price.
 Offers product or service ideas to the company.
 Costs less to serve than new customers because transactions are
reutilized.
Services Quality
Relationship marketing

HUBLI
1. Services Quality:-
It is difficult for customers to evaluate services as compared to
conventional products. It is because of this reason that services providing
firms give a lot of thought to the physical environment in which the services
is delivered, for example the interior décor of a hotel, or the bank premises
etc.
Service quality means focusing on satisfying customer’s needs and in
that sense it is not much different from product quality which also focuses
on satisfying consumer needs. However, service will be intangible and can
be experienced by the customer only. This experience or feeling about the
services received may vary from customer to customer. So sometimes it
becomes difficult for the firm to gauge customer expectations, Usually firms
have been concentrating on the following factors to influence customer
expectation.
These factors are

Assurance: This refers to the firm’s ability, assurances and confidence of
delivering the service in a way appreciated by the customers.
Reliability: This is with reference to the firm’s ability to deliver the service
dependably, accurately and consistently.
Tangibles: This refers to the atmosphere and physical environment, which
is used to make a positive impact or image in the minds of customers.
Understanding the perception of Quality

Quality is a term frequently used in relation to product or service.
Though every one has an idea of what quality is, it is very hard to define the
same. According to D.A. Garvin. The term ‘quality’ may be approached
from various perspective:

HUBLI
 Transcendental quality: is a kind innate excellence which is

generally recognized. Skill & love for one’s profession work as
indicators of the quality of service providers.
 Production design quality: Here the product or service has to
confirm to its design specifications as an assurance of quality.
 Product character quality: is an accurately measurable product
characteristic. For example the proportion of fruit pulps & other
ingredients in the kissan jam, the cocoa content of chocolate etc.
 Value directed quality: is defined in terms of price or cost. A
product has a high quality if it functions well at a reasonable price.
This is in relation to the equity of the price value ration of the product
 Perceived quality: is associated with consumers perception. Products

& services have high quality if they meet the desires of &
expectations of consumers. For instance British Airways has made
history when it came to be known as a ‘World Favourite’ Airways on
account of its exclusive customized qualitative services Going by the
conventional wisdom-in the face of changes in the technology capital
movement, increasing competition, every brand (except for the name
& packaging) will represent a product or service. Thus the only way
firm can differentiate its produce or service is by offering added
values of an emotional or symbolic nature.
Work towards becoming a customer Favorite

However, marketers of service industries have come to realize that an
Indian customer today will not be satisfied with average service especially

HUBLI
since he knows he is being charged for every little odd job & thus
expects best quality treatment also. So the service industry manager is
involved in offering some benefits some benefits or services beyond
customer
expectations. For instance, “The value added” augmented services provided

to its clientele by ‘Citi Bank’ or ‘Times Bank’ etc. another notable
pioneering venture was Grindlay Banks “My money” deposit. Similarly
standard chartered Bank’s scheme “Two in one”, offering a savings-cum-
fixed deposit also promised a lot its customer
Firms should diligently search for additional services values to
persuade prospective customer because very often it is observed that the
customer doesn’t mind paying more if he gets what he wants. So the name
of the game is ‘customization’. N other words companies go for customizing
the augmented envelope around the standardized core especially when the
customers requirement for specialization are not unique to the main concept
of product service gone much beyond only competing players in the same
service category to new competitive services from different categories so as
to satisfy the same need.
Of course, ‘changing consumer behaviour by educating him’ may be
a part of every service providers plan to differentiate in the competitive
environment. But unless the customer is convinced about the benefits it will
be a losing game. The customer spends more time deciding what is good for
him.
The Indian consumer can no longer be taken for granted. He/she will
no longer be contended with average service. He is aware that he is being
charged for every little odd job & thus expects top quality treatment. Thus if
he/she feels their well being is not being taken care of, he may look out for
other options.

HUBLI
Since the nature of customer needs is different, the service markets

exhibit certain unique characteristics.
1. The nature of the product exhibits varying degrees of intangibility
because unlike a product, services can be considered to be a deed, a
performance or an effort.
2. The service may become perishable if remained unsold for a long
time because unlike product it cannot be stored for later consumption.
3. Here the production & consumption go hand in hand & are often
inseparable.
4. The firm or organization which provides the services retains
ownership & the consumer only has temporary access to it (for
instance, taking credit from City Bank or saying renting a car from a
“Car Rental Agency”.
A
D
D
T
O
C
U
S
T
O
1. Attract M
switches & E
promiscuous R
1. Include trial buyers
through S
2. Promote other A
discounts brands
2. Offer other T
3. Facilitate I
products free of advancement
Work out cost S
Marketing of buyers F
Promotion 3. RE-inforce decision
Manager Programmes value by A
4. Show concern C
to: offering more for protecting
INSTITUTE OFfor-less
MANAGEMENT STUDIES 38 T
HUBLI the customer I
4. Hold contests against rising
with attractive O
prices N
prizes
Improvement In Service Markets

Today, a very powerful driver of any business is very similar to
Musphy’s first law of business. “Every consumer has a choice”. In India
also the range of choices has
 Make use of lure of more for less attract the promiscuous buyer who
switch brands frequently. Here the opportunity of getting a bargain
well prove to be a source of value for the customer.
 Reward the regular buyers with a lower price during certain months
of the year. Here the marketer must make efforts to convey that these
few promotion offers are exclusively meant for their regular buyers
only.
 Offer lesser prices & communicate a feeling of protecting them
against inflation. This gesture will ensure that the consumer will
remember the value of getting the same for a lower price especially
when the value of money is eroded by risings prices.
 When prospective consumers are postponing their purchase decisions
especially seen in the ease of consumer durables promotions in the
form of discounts, freebie etc. could motivate them to take the
decisions more quickly.
 Capitalize on the need for promoting one brand by adding samples of
another brand, may be a new one. This not only ensures sampling will
also give the customer a feeling of satisfaction & a sense of value for
having had the opportunity to test a new product free of cost.

HUBLI
No doubt that the ultimate impact of the consumer promotion depends on

the appeal & not just the rupee value of the offer. Promotions should
represent a source of value that reinforces the consumers buying behaviour,
reassuring them that they are on the right track.
Create Distribution Equity

Marketers have realized that with greater availability of goods that
are close substitutes to competing brands, having good distribution channels
can actually prove to be the differentiating factor in determining customer
value, satisfaction & hence their loyalty also.
Also, while it will be easy for companies to match product
technologies & prices, it will not be easy to duplicate an effective
distribution system offering a value chain of quality of services. Wipro Info
tech have built a network of 15 C & F agents & 400 dealers to enable it to
keep its inventories low as well as peg a high turnaround for products & the
dealers investments. Added to this, having a wide network of distribution
also kept the company close to the customers. In other words of Sri.
K.Purushotham, the business manager (channels) Wipro Info tech “What the
order is critical to us, & given the complications of assembling a customer-
specific configurations, our objective is that we should be able to service an
order between six days to 48 hours”.
Today, firms are going to enhance customer satisfaction & value also
increase their distribution equity by monitoring & sustaining the quality of
their product till it reaches the customer doorstep. Such firms try to do this
by getting closer to the physical activity of distributing their products.

HUBLI
Planning Promotions to Benefit the Consumer
Promotions which deliver value will go a long way in building

customer franchise. Marketers must work out different promotions to attract
various kinds of customers. These could take the form of:
Expectations at the transaction level:
This refers to the expectation that is build up at the time of a

transaction between the consumers & firm. For instance, British Airways
has come to be known as word’s favorite Airline because of offering its
customers / passengers facilities & advantages ahead of its time. Due to this
brand image, the expectation is build up while boarding the ‘British Airway’
for the first time at the transaction level.
Feedback from customers

Many of the companies are encouraging their customers to give a
feedback & use this as a means of maintaining regular contact & dialogue.
Having realized the importance of obtaining a feedback form the customers,
rather than avoiding comment, companies are encouraging their customers
to talk. As mentioned above, feedback helps marketer & firm to get an idea
about the customers viewpoint on their products or services & more
important is that this information will help them to take action & deal with
any problems immediately.

HUBLI
Add value through effective pricing:

Pricing is another sensitive issue. Marketers should be use the pricing
issue so as to have a long term relationship with the customers. In the
competitive pricing scenario, the manner in which the product or service can
add perceived value will determine what the customers is willing to pay &
whatever this will add to customers satisfaction.
The above aspects will helps the firm to assess the various factors,
which can help them in building up consumers’ expectations & than deliver
customers satisfaction accordingly. Of course there are other source of
information, which may also influence the customers expectations. These
may be the consumer’s own experience (if has exposure to the product or
service before), the experiences of friends, neighbors & colleagues, price –
as an indicator or quality & corporate image. Consumer expectations can
exits at four levels.
Expectation at the general level:

Here there is a general expectation (function like quality, durability,
reliability, style etc.) of the high level of quality of product or service along
with some negative external effects. For instance one may expect high
service levels but also some negative external effect like pollution.

HUBLI
Expectation at the category level:

Here the consumers expectation is associated or build up from the
particular product category or class. For instance, Blue Dart Express
realized that the key satisfier for its customers was on delivery or parcels to
its customer’s desired destinations. This facility was expected from all
courier companies.
Expectation at the brand level: Here the consumer expectation is build up

based on his knowledge & information about the expertise & reputation of
the organization. Names like Cello tape, post – it or Xerox are actually
brands which have become identified with the product. Names of fast food
chains “Mc Donald’s” from the core of the companies brand identity.
The drive to product goods that are superior in world markets has
countries & groups of countries to recognize or award prize to companies
that ex-emplify the best quality practices.
Caring For Consumer Expectation:

Consumers expectation though may look realistic is very often build
upon a very high platform. Then the quality of the product of service may
not match the expectation. This again will affect the consumers satisfaction
level.
So as to reduce the level of dissatisfaction amongst the customers, the

marketing decision maker could an approach wherein he can classify
markets in relation to the degree of opportunity to deliver customer
satisfaction. He could establish a list of common factors 7 even evaluate
each market opportunity against these. The most probable factors that
influence consumer behaviour are:

HUBLI
Market size.
Rate of growth of he market.
Stability of demand
The due importance attached to the price by the consumer before making a
purchase decision.
Consumer emphasis & the due importance given to the quality aspect.
The consumers expectations of pre & post purchase service.
Customer desire for product innovation
The level competition (inclusive of both existing & potential competitors).
The firm’s competitive strength in terms of price & product performance.
Customer Profitability: Some organization try to do anything & everything

customers suggest…..Yet, while customer often make many good
suggestions, they also suggest many course of action that are un actionable
or unprofitable. Randomly following these suggestions is fundamentally
different form market-focus-making a disciplined choice of which
customers to serve & which specific combination of benefits & price to
deliver to them (& which to deny them).
A profitable customer is a person, household, or company that
overtime yields a revenue stream that exceeds by an acceptable amount the
company’s cost stream of attracting selling & servicing that customer.
Implementing Total Quality Management
One of the major values customer expect form vendor is high product
& service quality Today’s executives view the task of improving product &
service quality as their top priority. Most customers will no longer accept or
tolerate average quality. If companies want to stay in the race, let alone be
profitable, they no choice but to adopt total quality management (TQM).

HUBLI
Total quality management (TQM) is an organization wide
approach to continuously improving the quality of all organization’s
processes, products & services.
According to GE’S chairman, John F. Welch Jr: “Quality is our best
assurance of customer allegiance, our strongest defence against foreign
competition, & the only path to sustained growth & earnings”.
Relationship marketing as we have discussed above advocates very
high customer contact and service, and customer retention in order to build
long- term relations. According to Ashoke Dutt, Director consumer banking,
Citibank says “To add value to the consumer, you have to offer him services
on his term. Long ago, our research showed that people want to do baking at
their convenience. That is why we created the 24 hour banking services”.
Thus the assumption and perception that relationship marketing is best
suited for the companies offering services i.e. to say the concept of relation
marketing has come to stay in the Indian marketing environment.
The effect of service quality & Relationship Marketing will benefit
the organization by transforming a prospect consumer into ambassador as

HUBLI
shown in the
AMB
ASSA
DOR
SUPPORTER
CUSTOMER
BUYER
PROSPECT
Relationship marketing impacts consumers’ decision and their

consumption satisfaction. Firms established relationship marketing

HUBLI
programs (sometimes- called loyalty programs) to foster usage
loyalty and a commitment to their products and services. At its heart,
relationship marketing is all about building trust (between the firm and its
customers), and keeping promises made to customer. Therefore, the
emphasis in relationship marketing is almost always on developing long-
term bonds with customer by making them feel special and by providing
them with personalized services.
The firm provides
Products/ Services
Individualized attention Repeat Purchase
Continuous information Increased Loyalty
Price offers Customer Trust and Goodwill
Services Extras and perks, Promises Positive Word of mouth
etc. Lower Costs for the firm,
etc.
Features of Relationship Marketing
 Focus on customer retention.
 Orientation of customer values.
 Long-term basis.
 High emphasis on customer service.
 Long term customer commitment
 Regular customer contact.
 All are concerned with quality.
Responsiveness:
This refers to the organization’s ability and feeling of responsibility
to deliver the services promptly and helpfully.
Empathy:

HUBLI
This refers to the firm’s ability to empathize and deliver the
services conveying understanding of the needs of individual customers.
Thus ability of the service-providing firm to deliver a quality service
will be dependent on identifying the needs of customers. Once this need are
determined it will become easy for the firm to work on the service
production and then delivery it. However the firm should also exercise care
to ensure that the company personnel receive training, which will include
knowing the company service objectives and also teaches ways of achieving
them.
An effective quality service plan also allows for the periodic

assessment of quality performance and systems for resolving quality
problems when they arise.
2. Relationship Marketing
Relationship marketing charts a new different path- advocating a high
customer contact and service and customer relation in order to build long
term relationships with them. According to Prof. PHILIP KOTLER,
“Relationship marketing is the process of building long term, trusting, win-
win relationship with customers. It is accomplished by strengthening
economic, technical and social ties between members of the two
organizations or between the marketer and the individual customer”.
Dealing with customer Complaint

A marketer who has understood the specific service requirement of an
individual customer will be in a position to make and offer a matching
product. However, given the nature of services, it may be at times, difficult
to ensure a zero-defect operation in implementing a service. This may result
in customer dissatisfaction and probably him or her lodging a complaint.

HUBLI
However, firm and marketers must realize that customer
complaints must be considered as eye openers for providing opportunities
for improving the relationship between the customer and the firm. This is
possible if the complaint is handled well. More specifically put, complaint
handling helps the firm by:
• Providing about product or company performances.

• If handled properly, can help to reduce the amount of brand switching
among dissatisfied customers as against silent (non complaining)
dissatisfied customers.
• Dissatisfaction usually reveals a high sense of brand loyalty and
arresting their flight to competitors is worth the effort.
• The cost of retaining a customer (via proper complain handling) will
always be less as compared to acquiring or attracting a new customer.
When a customer complaints, this behaviour can be used as a predictor to
tell what has gone wrong. Earlier, when the customer who had boarded the
British Airways lost his or her baggage, the customer had to lodge a
complaint and undergo the formalities in the form of the whole bureaucratic
shuffle of signatures and counter signatures, before coming to the corporate
office at the center of the city for recompensation. However, this has since
changed with the staff at the airport instructed to dispense cash as soon as
they receive a customer complaint.

HUBLI
When consumers complaint expressing their dissatisfaction,
this could be used as a feedback for better or newer product. Most business
lose around 25 percent of their customers annually. If this could be reduced
by at least 5 percent, the profit impact of this saving can work out to be very
high even on a per customer basis. Studies have revealed that approximately
70% of customers switch brands because they don’t like the human side of
service or product provider. When customers switch over to competitors
brands the firm must try to understand the reason for the defection.
CHAPTER 5.
RESEARCH METHODOLOGY
5. Research design
Exploratory research
Exploratory research is concerned with discovering the general nature
of the problem and the variable that related to it. Exploratory research
is characterized by high degree of feasibility and it tends to rely on
secondary data.
5.1 Data collection methods

For this project both primary and secondary data are required, hence
both types of data will be collected.
Primary data
Systematic collection of information directly from respondents. The
survey data collected during the study includes the data collected

HUBLI
through questionnaire and face-to-face interview with
customer to know about the consumer behavior.
Secondary data
The first step in data collection approach is to look for secondary
data. Developed for some purpose other than for helping to solve the
problems at hand secondary data are collected through various
magazines, internal experts, website, directories, and external experts.
5.2 Sampling plan
Sampling method (Questionnaire)

For the purpose of this project self-administered questionnaire to
potential customer and for standard commercial business enterprises
located in Bangalore city.
Sample size
The survey will carried out in Bangalore city, and the sample size was
100 respondents.
Collection of data: Data is basis on which the super structure of

statistical information is created & investigation is made. Collection of data
is the first step in any statistical investigation collection of data is very
important function. The success & failure of investigation mainly depends
upon the quality of data. Adequacy & accuracy of data is essential to arrive
at correct conclusion.

HUBLI
2.6 Presentation of the Study
The present study is organized & structure in eight chapters Company,
Nature of the company, Human Resource of the company, Organization of
the company, Product profile of the company, Performance of the company
& Achievements of the Company.
Chapter 6.
DATA ANALYSIS AND INTERPRETATIONS.
Table-1. Showing awareness of respondents about OREVA GRANTILE
Do you Know About No. of Respondents Percentage

OREVA
Yes 37 92.5%
No 3 7.5%
Total 40 100%

HUBLI
40
35
30
25 YES
20 NO
15
10
5
0
No. of Percentage
Respondents
Interpretation
The data Tabulated in the above table & chart points out that many of
the respondents were aware of the OREVA Granitiles i.e. above 90% of
respondents only some were unknown.
Table 2. Showing income level of respondents
Income No. of Respondents Percentage

Oreva Others Oreva Others
Level
High 7 3 28% 20%
Good 15 5 60% 33%
Moderate 13 7 12% 47%
Total 25 15 100% 100%

HUBLI
High
Good
Moderate
Interpretation
The table & chart contains the details of the income level of the
Oreva tiles & other brands customers.

HUBLI
Table 3. Showing no. of respondents having OREVA Granitiles.
Having Oreva tiles No. of respondents Percentage

YES 25 62.5%
NO 15 37.5%
Total 40 100%
40
30
20
10
0
Yes No
Interpretation
The table &chart discloses the percentage of customers having Oreva
Granitiles & other brand tiles.

HUBLI
Table 4. Showing impressed features of Oreva Tiles
Impressed Features No. of Respondents Percentage

Colour 5 2 9.5% 18%
Designs 6 5 30.5% 32%
Quality 14 8 60% 50%
Total 25 15 100% 100%
Colour
Designs
Quality
Interpretation
The table & chart contains the details of the impressed features &
Oreva title& other brand customers.

HUBLI
Table 5. Showing quality of services by the dealers
Quality of No. of Respondents Percentage

service Oreva Others Oreva Others
Very Good 5 4 20% 27%
Good 9 6 36% 405
Average 8 3 32% 20%
Poor 3 2 12% 13%
Total 25 15 100% 100%
10
8
6 Series1
4 Series2
2
0
Very Good Average Poor
Good

HUBLI
Interpretation
From the above data quality of services given by the dealer was found
good & average in Oreva tiles as well as in other brands. Very good was less
compared to other brands.

HUBLI
Table 6. Showing level of satisfaction in Performance of

Oreva tiles
Level of Satisfaction No. of Respondents Percentage

Very Much 14 6 56% 40%
Moderately Satisfied 11 4 44% 27%
Fairly Satisfied 0 5 0% 33%
Un Satisfied 0 0 0% 0%
Total 25 15 100% 100%
14
12
10
8
6 Oreva
Others
4
2
0
Very Much Moderately Fairly Un Satisfied
Satisfied Satisfied
Interpretation
From the above data it was found that Oreva Customers were happy
about performance of their tiles compared to other brands. Because in other
brands some were fairly satisfied.

HUBLI
Table 7. Showing no. of Respondents availing often Sales Services.
Avail after Sales No. of Respondents Percentage

Service Oreva Others Oreva Others
Yes 16 7 64% 47%
No 9 8 36% 53%
Total 25 15 100% 100%
16
14
12
Oreva
10
Others
8
6
4
2
0
Yes No
Interpretation
From the above data it found that percentage of Respondents who
availed after sales service was large in Oreva tiles compared to other brand
that means Oreva customers are getting more benefit from their competition.

HUBLI
Table 8. Showing Level of Satisfaction in after sales services.
Level of Satisfaction No. of Respondents Percentage

Very Much 6 2 37.5% 25%
Moderately Satisfied 8 3 52% 37.5%
Fairly Satisfied 1 12 6.25% 12.5%
Un Satisfied 1 2 6.25% 25%
Total 16 8 100% 100%
8
7
6
5
4
Oreva
3
Others
2
1
0
Very much Moderately Faily Un
Satisfied Satisfied Satisfied
Interpretation
It found that half of the respondents belonging to Oreva & Other
brand were moderately satisfied about 30% were very much satisfied fairly
un satisfaction was more in other brands.

HUBLI
Table 9. Showing Rating of Oreva tiles
Rating of Orevatiles No. of Respondents Percentage

Best 12 4 48% 27%
Good 13 9 52% 60%
Fair 0 2 0% 13%
Poor 0 0 0% 0%
Total 25 15 100% 100%
14
12
10
8 Oreva
6 Others
4
2
0
Best Good Fair Poor
Interpretation
From the above given data Oreva has been rated only in best & good
category. It shows ho much satisfied they are but in other brands many
respondents have rated as good. Best was rated by few & some have rated
fair in other brand category.

HUBLI
Table 10. Showing through which media respondents came to know

About Oreva
Media No. of Respondents

Advertising 40%
Friends & Relatives 10%
Internet 15%
News Paper / Magazine 25%
No. of Applicable 10%
Total 100%
A dvertis ing
Friends &
Relatives
Internet
News P aper /
M agaz ine
No. of A pplic able
Interpretation
By the above data it can be pointed out the thing that advertising was the
most effective media through which the respondents came to know about
Oreva (Tiles) Granitiles IND largest vertified tiles ltd. Then it was friends /
relatives & in the remaining 3 media ti was ver poor in this area as per the
data collected from the respondents.

HUBLI
Chapter 7.
SUMMARY OF FINDINGS
 From the survey I came to know that 90% of the
respondent aware of the Oreva Granitile, only some
were unknown.
 From the data I came to know that most of the
respondents are having the Oreva Granitile.
 Large number of the consumers likes the Designs &
colours of Oreva Granitile.
 Through the survey I came to know that the Quality of
the product was very good.
 Majority of the Oreva customers were happy about
performance of their Tiles compare to other company’s
tiles.
 The percentage of respondents who availed after sales
services was large in Oreva Tiles compare to other
brands that means Oreva customers are getting more
benefits from their competitors
 Majority of the respondents are not facing any problems
but few are the facing, shading of the colours of tiles.

HUBLI
CHAPTER 8
SUGGESTIONS
• The company should advertise its products in the TV
• Oreva Granitile should introduce some sales promotions techniques
to the deals like pre-gifts premiums etc.
• The position of the product is to be changed
• The company should try to strengthen their image in the minds of
consumers.
• Since Oreva tiles is well known brand, it has an opportunity to
diversity into some other business.
• Orvea tiles should implement programmers which create awareness
about orvea products & its efficiency usage.
• Oreva tiles out lets not able to meet the even growing demand for the
Oreva tiles products. Hence Oreva should open some more out lets.
• Oreva tiles should consider the introduction of slab system for price
of Oreva tiles.

HUBLI
CHAPTER 9
EXPECTED CONTRIBUTION FROM THE STUDY
The study has given more positive insights about Ajanta Company. It is
an Indian largest manufacturing company and providing best services to
the Indian consumers. There is no doubt; Ajanta Company has a good
market share for its Oreva Granitile compare to other companies. Ajanta
Company has satisfied the customers through its services and coverage
and thus it can aim at higher growth in near future. Ajanta becomes a
trusted company in the years to come with advanced quality offered to
the people all over the world, more than 75% are satisfied with the
product so company has to be maintain this level for further.
It would do better to improve the facilities offered to the customers at
the premises. If the current level of the demand is maintained the
company does not need to look back. All it has to do is to maintain the
momentum change as and in the situation demand and least the
competitors and the changing preferences of the customers will make an
impact as Jack Watch said “change or die”

HUBLI
BIBLIOGRAPHY
1) Text books
Consumer Behaviour
→Suja.R.nair
Marketing management
→Philip Kotler
Marketing management
→Rajan Saxena
2) Journals & Magazines
3) Internet
www.Google.co.in
www.Ajantha.com
www.Oreva.com

HUBLI
QUESTIONNAIRE
Dear Sir / Madam

I am Suresh S/o. Rama Rao.G a student as BBM III Year B.R.B.
College Raichur. Doing a research project which I partly for academic
purpose only therefore. I request you to help me to complete my research
study by filling the questionnaire given below. I promise to keep the
information provided by you highly confidential.
Name :
Age :
Occupation :
Income :
Address : _____________________________________________
___________________________________________________
___________________________________________________
Contact Number: -
E – Mail :-
1) How you come to know about Oreva granitile?

Advertising Interned
Friend’s / relatives Other source please Specify

----------
2) Do you have Oreva Granitile?
Yes No

HUBLI
3) Which following factor appealed you most to purchase Oreva Granitile?
Price Advertising media
Satisfied user Convincing Marketing Staff
4) What features you like in your Oreva Granitile?
Colour Design
Quality Price
5) Are you satisfied with the performance of you Oreva Grantile?
Very much Moderately
Pairly Not
6) How is quality of service by the dealer?
Very good Good
Avg Poor
7) How important is often sales service?
---------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------
8) Do you avail after sales service
Yes No

HUBLI
If yes are you satisfied with service?
Very much Moderate
Fairly Not
9) How to you feel rate your Oreva Grantile?
Best Good
Fair Poor
10) What Suggestion do you have to make service better?
------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------
Signature

HUBLI

Customer Satisfaction Towards Oreva Granitiles

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Customer Satisfaction Towards Oreva Granitiles

Uploaded by

Copyright:

Available Formats

Project report on customer satisfaction on OREVA GRANITILE

INDIAN INSTITUTE OF BUSINESS

Submitted in partial fulfillment

MASTER OF BUSINESS ADMINISTRATION

INSTITUTE OF MANAGEMENT STUDIES

Under The Guidance of

INSTITUTE OF MANAGEMENT STUDIES 1

Ref. No: HETS-IMS/: Date:

This is to certify that the project work entitled “customer

satisfaction towards oreva granitile” has been successfully

carried out by SHARATH BABU MOPARTHI (A-08/08/MBA/0033) of

MBA VI Tri- Semester student under our supervision and guidance.

Mr. Rohit. C. Kalaskar

INSTITUTE OF MANAGEMENT STUDIES 2

I, here by declare that the work embodied in this project

Date:31/06/2010 SHARATH BABU

Place: Hubli M.B.A VI Tri-Semester

INSTITUTE OF MANAGEMENT STUDIES 3

I would like to express my profound sense of gratitude to our

I also would like to avail this opportunity to thank our

My sincere thanks to who in spite of their busy schedules

And I also thank my Parents and Family for their co-

SHARATH BABU MOPARTHI

RATIONALE FOR THE STUDY

INSTITUTE OF MANAGEMENT STUDIES 4

INSTITUTE OF MANAGEMENT STUDIES 5

As this definition makes clear, satisfaction is a function of perceived

Many companies are aiming for high satisfaction because customers

The result of a business is a satisfied customer”.

INSTITUTE OF MANAGEMENT STUDIES 6

Types of data: Statistical data are classified in two parts

INSTITUTE OF MANAGEMENT STUDIES 7

INSTITUTE OF MANAGEMENT STUDIES 8

OBJECTIVE OF THE STUDY

2.1 Statement of the Problem

INSTITUTE OF MANAGEMENT STUDIES 9

PROFILE OF THE COMPANY AND

3.1 Origin & Development of the Company

With the values of dedication, commitment and hard work, the

INSTITUTE OF MANAGEMENT STUDIES 10

The growth of AJANTA GROUP as an industrial conglomerate is

Recently concluded Volumetric Production analysis gives an

INSTITUTE OF MANAGEMENT STUDIES 11

The company ahs many achievement of which the most familiar is

3.2 Mission & Vision of the Company

It has a commitment to create business managers who are

INSTITUTE OF MANAGEMENT STUDIES 12

3.3 Objective of the Company

3.4 Organization Structure

Vice President Vice President

Human Resource Research &

General Manager General Manager General Manager General Manager

INSTITUTE OF MANAGEMENT STUDIES 13

Regional Manager (State)

Area sales mgr (1) Area sales mgr (1)

Sales Sales Sales Sales

3.5 Marketing Structure of Ajanta

Marketing Executive Marketing Executive

Marketing Executive Marketing Executive Marketing Executive

Retailer Retailer Retailer Retailer Retailer Retailer

Retailer Retailer Retailer Retailer Retailer Retailer

INSTITUTE OF MANAGEMENT STUDIES 14

3.6 Product Profile