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customer satisfaction ppt

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Maaz Ahmad Khan

The document is a study on customer satisfaction with Kohinoor Mechanical Electrical and Engineering Works. It includes the company profile, objectives of the study, scope, limitations, research methodology used which was a descriptive research design with a sample size of 60 respondents. The data collection method involved a structured questionnaire and face-to-face interviews. Key findings were that 65% of customers agreed products were reasonably priced, 63% said quality was high, and 70% were very satisfied with products. Suggestions included focusing on price and quality, improving packaging information, and introducing new products. The conclusion was that customers rely on quality and price, and Kohinoor has achieved customer satisfaction.

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FROM KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING WORKS BY MAAZ AHMAD KHAN BATCH ( 2014-2016 ) UNDER THE GUIDANCE PROF. MANGESH ASAWALIKAR
TITLE OF THE PROJECT A STUDY ON ANALYSIS OF CUSTOMER SATISFACTION WITH RESPECT TO KOHINOOR MECHANICAL ELECTRICAL AND ENGINEERING WORKS
OBJECTIVE OF THE STUDY To study the customer satisfaction level for the company Kohinoor Mech. Elect & Engineering Works. To understand various problems faced by customer of Kohinoor Mech. Elect & Engineering Works. To analyze complaints of customers towards products and services. To develop effective solution to the problems faced by customers.
SCOPE OF THE STUDY To find out prospective customers. It helps in finding competitors strength as well as its weaknesses. It is helpful to perceive the customers. It is helpful to understand and analyze the factors that influence the customers.
COMPANY PROFILE KOHINOOR MECH. ELECT. & ENGINEERING WORKS MANUFACTURING COMPANY LOGO VISION We will be in the top 3 to manufacture & supply complete undercarriage solution in India by 2017. The company maintains a large stock of raw materials and semi-finished products, which enables us to respond quickly to customers need.
MISSION To aggressively grow the company by achieving product quality, value and timely delivery. KEY CUSTOMERS JCB Manufacturing ltd AT&G Global Solutions (UK) VIETZ GMBH (Germany) ATLAS COPCO L & T LTD.
PRODUCTS K- TRACK KI FITS K PUMPS FIXTURES & FITTINGS OIL FIELD EQUIPMENTS EARTH MOVING MACHINERY SPARE PARTS PLASTIC SCRAP GRINDER MIXER FABRICATION WORKS
PRODUCTS OF KOHINOOR MECH. ELECT. & ENGINEERING WORKS
LIMITATIONS OF THE STUDY The survey was limited to Mumbai city due to the limitation of time. It is not possible to obtain some confidential data from the organization. When the user/buyer are busy we cant get accurate data from them. It is little bit costly and time consuming to collect primary data through face to face interaction with respondent.
RESEARCH METHODOLOGY Research Problem A Study on Analysis of Customer Satisfaction with respect to Kohinoor Mech. Elect. & Engineering Works Research Type Descriptive Research Sampling Techniques Simple Random Sampling Sampling Unit Customers from Mumbai & Sub-Urbans Sampling Size 60 Respondents Customer Type Frequent buyers as in: K-FIT, K-TRACK, K-PUMPS Method Face to face interview / Personal interview Tools used for interview Structured Questionnaire
DATA ANALYSIS & INTERPRETATION The Products of Kohinoor Mech. Elect. & Engineering Works are available at reasonable price. Strongly Agree, 39, 65% Agree, 16, 27% Neither Agree nor Disagree, 4, 7% Disagree, 1, 1% Strongly Disagree, 0, 0% PRODUCTS AVAILABLE AT REASONABLE PRICE Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree From this analysis it is observed that 65% customers are strongly agree that Kohinoor products available at reasonable.
2. Kohinoor Mech. Elect. & Engineering Works provides high quality products. Strongly Agree, 38, 63% Agree, 19, 32% Neither Agree nor Disagre e, 3, 5% Disagree, 0, 0% Strongl y Disagre e, 0, 0% PROVIDES HIGH QUALITY PRODUCT Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree From this analysis it is observed that maximum respondents i.e. 63% of respondents are strongly agree that Kohinoor company provides high quality products. Company mainly focus on product quality.
3. How satisfied you are with the product Very Satisfied, 42, 70% Somewhat Satisfied, 14, 23% Neutra l, 4, 7% Somewhat Dissatisfied, 0, 0% Very Dissatisfied, 0, 0% SATISFIED WITH THE PRODUCT Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied It is observed that 70% of respondents are very much satisfied with Kohinoor Product. This is the testimony to the fact that the company satisfies the needs of their customers.
FINDINGS 65% of the customers strongly agreed that the products are available at reasonable price. 63% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works provides high quality products. 60% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time. 43% of customers strongly agreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. 77% of customers most likely to recommend our products to others. As it finds that it gives good brand name to company. 70% of customers are very satisfied with the products offered by Kohinoor Mech. Elect. & Engineering Works.
SUGGESTIONS Company should focus on price so that more customers buy from it. Company should give more effort on product quality to increase the customers and to enhance the order. Company should also provide the detailed information about the product on packaging. The customer problem should be solved on time as that would add more value to their assets. Company should introduce some new products so that the customer will get more range of variety to select while purchasing.
CONCLUSION As from the entire study we came to know that, customers rely heavily on quality and if not provided with good quality to them they can shift to the other company. Also reasonable price affects the buying process of Indian customers, as they want good quality in lesser price and Kohinoor Mech. Elect. & Engineering Works success is enviable. Customer Satisfaction depends heavily on the services that are offered to them.
Contact us- Kohinoor Mechanical Electrical& Engineering Works 29/30, VeenaDalwai Industrial Estate, S.V.Road Jogeshwari (W), Mumbai-400102 Contact no- 9967874779 Tel: +91-022-26780974 Fax: +91-022-66952098 Website: www.kohinoormechanical.com Email id: kohinooreng@gmail.com info@kohinoormechanical.com
MAAZ AHMAD KHAN MBA (MARKETING) ROLL NO. 96

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customer satisfaction ppt

  • 1. FROM KOHINOOR MECHANICAL ELECTRICAL & ENGINEERING WORKS BY MAAZ AHMAD KHAN BATCH ( 2014-2016 ) UNDER THE GUIDANCE PROF. MANGESH ASAWALIKAR
  • 2. TITLE OF THE PROJECT A STUDY ON ANALYSIS OF CUSTOMER SATISFACTION WITH RESPECT TO KOHINOOR MECHANICAL ELECTRICAL AND ENGINEERING WORKS
  • 3. OBJECTIVE OF THE STUDY To study the customer satisfaction level for the company Kohinoor Mech. Elect & Engineering Works. To understand various problems faced by customer of Kohinoor Mech. Elect & Engineering Works. To analyze complaints of customers towards products and services. To develop effective solution to the problems faced by customers.
  • 4. SCOPE OF THE STUDY To find out prospective customers. It helps in finding competitors strength as well as its weaknesses. It is helpful to perceive the customers. It is helpful to understand and analyze the factors that influence the customers.
  • 5. COMPANY PROFILE KOHINOOR MECH. ELECT. & ENGINEERING WORKS MANUFACTURING COMPANY LOGO VISION We will be in the top 3 to manufacture & supply complete undercarriage solution in India by 2017. The company maintains a large stock of raw materials and semi-finished products, which enables us to respond quickly to customers need.
  • 6. MISSION To aggressively grow the company by achieving product quality, value and timely delivery. KEY CUSTOMERS JCB Manufacturing ltd AT&G Global Solutions (UK) VIETZ GMBH (Germany) ATLAS COPCO L & T LTD.
  • 7. PRODUCTS K- TRACK KI FITS K PUMPS FIXTURES & FITTINGS OIL FIELD EQUIPMENTS EARTH MOVING MACHINERY SPARE PARTS PLASTIC SCRAP GRINDER MIXER FABRICATION WORKS
  • 8. PRODUCTS OF KOHINOOR MECH. ELECT. & ENGINEERING WORKS
  • 9. LIMITATIONS OF THE STUDY The survey was limited to Mumbai city due to the limitation of time. It is not possible to obtain some confidential data from the organization. When the user/buyer are busy we cant get accurate data from them. It is little bit costly and time consuming to collect primary data through face to face interaction with respondent.
  • 10. RESEARCH METHODOLOGY Research Problem A Study on Analysis of Customer Satisfaction with respect to Kohinoor Mech. Elect. & Engineering Works Research Type Descriptive Research Sampling Techniques Simple Random Sampling Sampling Unit Customers from Mumbai & Sub-Urbans Sampling Size 60 Respondents Customer Type Frequent buyers as in: K-FIT, K-TRACK, K-PUMPS Method Face to face interview / Personal interview Tools used for interview Structured Questionnaire
  • 11. DATA ANALYSIS & INTERPRETATION The Products of Kohinoor Mech. Elect. & Engineering Works are available at reasonable price. Strongly Agree, 39, 65% Agree, 16, 27% Neither Agree nor Disagree, 4, 7% Disagree, 1, 1% Strongly Disagree, 0, 0% PRODUCTS AVAILABLE AT REASONABLE PRICE Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree From this analysis it is observed that 65% customers are strongly agree that Kohinoor products available at reasonable.
  • 12. 2. Kohinoor Mech. Elect. & Engineering Works provides high quality products. Strongly Agree, 38, 63% Agree, 19, 32% Neither Agree nor Disagre e, 3, 5% Disagree, 0, 0% Strongl y Disagre e, 0, 0% PROVIDES HIGH QUALITY PRODUCT Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree From this analysis it is observed that maximum respondents i.e. 63% of respondents are strongly agree that Kohinoor company provides high quality products. Company mainly focus on product quality.
  • 13. 3. How satisfied you are with the product Very Satisfied, 42, 70% Somewhat Satisfied, 14, 23% Neutra l, 4, 7% Somewhat Dissatisfied, 0, 0% Very Dissatisfied, 0, 0% SATISFIED WITH THE PRODUCT Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied It is observed that 70% of respondents are very much satisfied with Kohinoor Product. This is the testimony to the fact that the company satisfies the needs of their customers.
  • 14. FINDINGS 65% of the customers strongly agreed that the products are available at reasonable price. 63% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works provides high quality products. 60% of customers strongly agreed that Kohinoor Mech. Elect. & Engineering Works delivers the product on right time. 43% of customers strongly agreed that packaging of Kohinoor Mech. Elect. & Engineering Works is up to the mark. 77% of customers most likely to recommend our products to others. As it finds that it gives good brand name to company. 70% of customers are very satisfied with the products offered by Kohinoor Mech. Elect. & Engineering Works.
  • 15. SUGGESTIONS Company should focus on price so that more customers buy from it. Company should give more effort on product quality to increase the customers and to enhance the order. Company should also provide the detailed information about the product on packaging. The customer problem should be solved on time as that would add more value to their assets. Company should introduce some new products so that the customer will get more range of variety to select while purchasing.
  • 16. CONCLUSION As from the entire study we came to know that, customers rely heavily on quality and if not provided with good quality to them they can shift to the other company. Also reasonable price affects the buying process of Indian customers, as they want good quality in lesser price and Kohinoor Mech. Elect. & Engineering Works success is enviable. Customer Satisfaction depends heavily on the services that are offered to them.
  • 17. Contact us- Kohinoor Mechanical Electrical& Engineering Works 29/30, VeenaDalwai Industrial Estate, S.V.Road Jogeshwari (W), Mumbai-400102 Contact no- 9967874779 Tel: +91-022-26780974 Fax: +91-022-66952098 Website: www.kohinoormechanical.com Email id: kohinooreng@gmail.com info@kohinoormechanical.com