Summer training project

on

Retailers Satisfaction
Sethias Foods PVT. LTD

Submitted To: Prof. Rajesh

Mehrotra
Director

Submitted by: Arpit Garg

M.B.A

EXECUTIVE SUMMARY
The project titled STUDY OF RETAILERS SATISFACTION
TOWARDS PRODUCTS AND SERVICES OFFERED BY
MILAN PRODUCTS IN BIKANER CITY was done for
Sethias Food Pvt. Ltd.
Summer internship is known to be a students first
brush with cooperate world. This is the time for the
students to put words and theories into action. This
opportunity to integrate classroom learning with real life
situation. While doing the project students are placed
under the guidance of a manager who serves as a
mentor.

Introduction of the Company:

Vision:
To provide the best quality, hygiene and competitively priced food products
To our customers worldwide, meeting their ever-changing demands and
Thereby building consumer loyalty.

Mission:
To implement the best in technology, research and development.
Procure best available raw materials.
Make brand 'Milan' reach international domains.
Sustain growth trajectory by fulfilling stakeholders' expectations.
Attract and attain customer loyalty with high value products and services.

Goal:
To provide our customers Perfect Taste and Quality in the Best of Packaging .

Companys Overview:
Sethia Foods began as a very first step taken by Shri Utam Chand Sethia to carry
out the unmatched heritage of Namkeen and Snacks of Bikaner in the year of
1975. Today, that initial step became a long journey of experience and use of time
tested recipes allows them more than 27 varieties of different snacks, namkeen
and sweets which gives to taste the real heritage of Bikaner.
"Milan" Sweets & Namkeens. Established in 1980, under the able guidance of
Ajay Sethias mother late Smt. Bhawari Devi Sethia, his firm M/s Sethia Sweet
Products has made its mark as an icon of packaged Sweets & Namkeens. Its
products especially 'Canned Rasgulla' is being sold across the horizons of India.
Their strong network of distributors comprises of efficient people from the heights
of Leh-Laddakh to the saline bed of Trivandrum, from the peaks of Arunachal
Pradesh to the Dunes of Rajasthan.

Market Opportunities:
The average annual per capita consumption of commercial snacks is just 500g and
that by urbanites is 10 times more than that by rural consumers.
Consumers from Western India are the leading snack consumers, followed by the
North.
Naturally, opportunity is screaming from the roof tops .K.P. Sareen, Executive
Secretary, All India Food Processors' Association, calls it the third phase of the
evolution of the salted snacks market.
Factors like hygiene and quality is steadily bringing about a switch from
unorganized to branded namkeens.

SWOT Analysis:
Strengths:
1. Affordable prices.
2. Brand name with rich history of over
40 years
3. Number of products like sweet,
namkeens, chats, papads and other
fast food.
4. Loved for its taste, especially for its
rasgulla.
5. Trusted brand for its quality,
hygiene and taste
6. Exported too many countries.
7. Products available in gift packs
making it an ideal gift.

Opportunities:

Weakness:
1. Limited number of stores.
2. Strong competition from the
unorganised sector also means
limited market share.
3. Less advertising is done
compared to other food brands.

Threats:

1. Introduce healthy snacks like fat

1. Increase in cost of raw materials.
free, low calories and baked.
2. Increased competition from other
2. Advertise itself on various platforms. brands and local players.

Object and Scope of the Project :

Executive training was undertaken on the following
objectives: To understand various problems faced by retailers of
Milan product.
To analyse complaints of retailers towards products and
services of Milan.
To study/identify retailers satisfaction level towards
Milan products
and services.

Scope of the Study:

The geographical scope of study is limited to areas of Bikaner city, which
includes:
1. Kote gate
Khaturia Colony 2. Vyas Colony
7. Pawan Puri
3. Station Road
8. Udasar
4. Samta Nagar
9. Ginani
5. Bichwal
10. Jail Well

6.

Scope of this project is limited to all the products and services of MILAN
offered by Sethia Foods PVT. LTD. Bikaner.
Functional scope of the study is limited to study of retailers problems,
complaints and finding out their level of satisfaction.

Research Methodology:
SAMPLING DESIGN
Survey for Retailers
Sampling techniques
(Convenience)
Sample unit
Namkeens.
Sample size
Method
Questionnaire.
Data analysis method
Area of survey
-

Non probability sampling

Retailers those are selling
300 retailers.
Interview through structured
Pie chart, Bar, Percentage.
Bikaner city.

STOCK AND SALE OF NAMKEENS

AND SWEETS
STOCK AND SALE OF NAMKEENS AND

SWEETS
RESULT

NO. OF RETAILERS

YES

300

96%

NO

11

TOTAL

311

Interpretation:96% retailers stock and sale the

Namkeens.
Rest 4% retailers did not sale the
Namkeens.

4%

100%

BRAND OF NAMKEENS YOU STOCK IN

YOUR OUTLET
NAMKEEN BRANDS

NO. OF RETAILERS
(OUT OF 300)

BIKAJI

300

100%

HALDIRAM

244

81%

MILAN

90

30%

OTHER

20

7%

Interpretation:100% of retailers stock Bikaji

81% of retailers stock Haldiram.
30% of retailers stock Milan.
And remaining 7% retailers maintain stock of
other
Namkeens.

PRODUCTS OF MILAN MAINLY SOLD

BY YOU
PRODUCTS

NO.OF RETAILERS

Milan-Rasgulla

41

14%

Milan-Bhujia

13

4%

Milan-Rajbhog

34

11%

ALL

212

71%

TOTAL

300

100%

Interpretation:Out of 90 retailers14% retailers sold the product Milan Rasgulla.

4% retailers sold the Bikaneri Bhujia.
11%retailers sold Milan Rajbhog.
Rest 71% retailers sold combination of all the
products
together.

MILAN PRODUCTS MAINLY STORED AND

SOLD AS PER VOLUME OF PACK
PACK

200 gm.

400 gm.

1kg

2kgs

TOTAL

RETAILERS

45

18

18

90

10%

50%

20%

20%

100%

Interpretation:Out of 90 retailers10% retailers sold 200gm packs.

50% retailers sold 300gm packs.
20% retailers sold 1kg packs.
20% retailers sold 2kg packs.

Inference:From this question it was observed

that the pack of 400 gm. was more
stored and sold by the retailers which
is followed by pack of 1kg and 2ks
pack.

KIND OF SIGN BOARD 0F MILAN

PROVIDED BY THE COMPANY
SIGN BOARD

RETAILERS

GLOW
SIGN
BOARD
15

FLEX
BOARD

55

%
16.67%

DEALERS
BOARD

NO SIGN
BOARD

TOTAL

13

90

14.44%

7.78%

100%

61.11%

Interpretation:Out of 90 retailers16.67% retailers had glow signboard provided by

Milan.
61.11%retailers had flex signboard.
14.44% retailers had dealers board on their
outlet.
Remaining 7.78% retailers did not have any
signboard.

Inference:From this question the researcher found that

Milan had provided maximum no. of flex sign

SATISFIED WITH THE SERVICES RENDERED BY

MILAN SALES MAN :
SATISFACTION LEVEL

HIGHLY
SATISFIED

SATISFIED

NEUTRAL

DIS SATIFIED

HIGHLY DIS
SATISFIED

TOTAL

NO. OF RETAILERS

15

54

11

90

15.55%

60%

12.22%

8.89%

2.22%

100%

Interpretation:Out of 90 retailers80% retailers received the ordered goods on time.

12% retailers sometimes received on time and 9%
retailers never received on time.

Inference:So the researcher observed that Milan provided

goods on right time and in right quantity as it is
mention in the above chart.

ORDERED GOODS RECEIVED ON RIGHT TIME AND IN

RIGHT QUANTITY
TIME PERIOD
NO. OF RETAILERS
%

ALWAYS

SOMETIMES

NEVER

TOTAL

72

12

90

80%

13.33%

8.89%

100%

Interpretation:Out of 90 retailers80% retailers received the ordered goods

on time.
12% retailers sometimes received on time
and 9% retailers never received on time.

Inference:-

So the researcher observed that Milan

provided goods on right time and in right
quantity as it is mention in the above
chart.

FINDINGS:
It was found that majority (96%) of retailers stock and sale namkeens followed
by 4% of retailers who did not stock and sale the Namkeens.
From the research, the researcher found that all of retailers (100%) had
availability of Bikaji Namkeens where as 81% of retailers had Haldiram and
from 300 retailers 30% had Milan and 7% for others etc.
The researcher found that majority of retailers (71%) sold all products of Milan
Rasgullas.
It was found that 50% of retailers mainly stored and sold 400 gm pack and
20% of retailers for 2 kgs. Pack whereas rest of retailers stored and sold 200
ml and 1kgs pack.
It was observed that 61.11% of retailers had flex sign board whereas very few
of retailers (7.78%) had no sign board which is lowest in interpretation.
It was found that 60% of retailers were satisfied with services of Milans sales
man where as 15.55% retailers were highly satisfied with services rendered by
Milans sales man and 2.22% of retailers were highly dissatisfied with the
services of Milans sales man.

Suggestions:
A healthy relationship should be developed by the company
executive with the retailers.
Delivery of goods should be increased in number for proper catering
in the entire area of Bikaner Central region effectively and efficiently.
The company should supply its glow sign board, banners etc.as an
advertisement media to the retailers of few areas, which will as usual
for satisfaction of retailers.
The commitment of schemes should be carried out on or before the
scheduled time.

 Credit facilities should be provided to retailers to satisfy their

needs regarding payment.
The Company should be regular to its products so as for proper
availability at each and every retail outlets. Otherwise it may lose
its consumer and prospects. Thus distorting the image of the
company.
Distributor and retail outlets feedback should be taken time to
time so as to trace the actual existing problem related to there
and the market.
The visits of the sales man should be increases at retail outlets
for knowing the response about availability of Namkeens.

Limitations Of the Study:

The finding of the study may not be applicable to other places except BIKANER..

The respondents were too busy to give exact answer to all questions.
There is chance of under estimation of sales and income as it is the nature of
human beings.
There are chances of sampling error.
Chances of biased data collections to respondents.

Conclusion:
From the first objective it is concluded that 60% of retailers were satisfied with the
services of Milans sales man. It was also found that 80% of retailers received the
ordered goods on time and in right quantity.

The analysis of satisfaction level of retailers towards new schemes and discounts i.e.
39% of retailers were highly satisfied with the same. The researcher also found that
48% of retailers dissatisfied with the credit facilities. The retailers were also satisfied
with the display seasonal schemes of Milan.

It is concluded that the retailers were satisfied with the stock delivery and emergency
order to some extent. It was also found that 44% of retailers were satisfied with the
distribution network of Milan where as 49% of retailers were fully satisfied with
meetings organized by the company.