DECLARATION I hereby declare that the work entitled A STUDY ON DEALER SATISFACTION IN CHETTINAD CEMENT WITH SPECIAL REFERENCE

TO KARUR DISTRICT.

is submitted in partial fulfillment of requirement for the award of the degree in M.B.A Anna University Chennai, is record of the my own work carried out by me under the supervision and guidance of Mr.N.SATHEESKUMAR Assistant Professor, Department of management studies, OAS INSTITUTE OF TECHNOLOGY AND MANAGEMENT. The extend and source of information are derived from the existing literature and have been indicated through the dissertation at the appropriate places. The matter embodies in this work is original.

I certify that the declaration made above by the candidate is true

Signature of the guide, Mr. N.SATHEESKUMAR ,B.E, MBA.,

Signature of the student , N.MANIKANDAN,(818911631016)

BONAFIDE CERTIFICATE

This is to certify that the project entitled A STUDY ON DEALER SATISFACTION IN CHETTINAD CEMENT WITH SPECIAL REFERENCE TO KARUR DISTRICT. is the bonafide record of project work done by N.MANIKANDAN, Register No: 812911631016 of MBA during the year 2011-2013 who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred an earlier occasion on this or any other candidate.

Project Guide

Head of the Department

Submitted for the Project Viva-Voce examination held on ______________

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Internal Examiner ACKNOWLEDGEMENT

External Examiner

First, I would like express my gratitude and thank to the God for all my activities.

I would like to thank our principal Dr.M.RAVICHANDRAN M.E., Ph.D for having provided the opportunity to get practical experience and theoretical knowledge through this project work.

I would also like to extend my gratitude to our head of the department Dr.S.HARIHARAPUTHIRAN
M.com.,M.B.A.,M.Phil.,Ph.d.,

for

his

encouragement

and

involvement in all my activities connected with studies and project work. He is also supporting me in all ways to complete our project in a successful manner.

And I also extend my special thanks to my project guide Mr. N.SATHEESKUMAR B.E,
MBA.,

Assistant Professor, Department of management studies, without whose guidance I may

not able to complete my project by devoting her precious time and sharing her valuable insight with me.

I extend my sincere thanks to, Mr.P.THIRUNAVUKKARASU HR manager, chettinad cement corporation limited puliyur . For giving me an insight about the HR Function and also about the roles and responsibilities of the HR Department. I express my hearty thanks to him for guiding me and also molding me as a professional.

I thank each and every personality those who rendered their cordial assistance for me for the successful completion of this project.

My special thanks to my family members and friends who gave a major push towards this achievement.

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(MANIKANDAN.N)

ABSTRACT

The project report entitled as A study on Dealer satisfaction in chettinad cement with special reference to karur district. The research is descriptive in nature. The research has been conducted with help of primary and secondary data. The primary data have been collected through structured questionnaire and through interview method. From this study the researcher found the extent of dealer satisfaction with reference to chettinad cement. The analyses used are percentage analysis, factor analysis, reliability analysis multiple regression and correlation. The finding of the study shows that the executives of the company visit the dealers regularly which in turn increase the relationship with the dealers. The company should take necessary steps to promotional scheme for the cement which will be helpful to increase the overall satisfaction of the dealers.

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CONTENTS CHAPTER NO LIST OF TABLES LIST OF CHARTS 1.1 INTRODUCTION I II 1.2 COMPANY PROFILE REVIEW OF LITERATURE 3.1 RESEARCH METHODOLOGY 3.2 OBJECTIVES OF THE STUDY III 3.3 SCOPE OF THE STUDY 3.4 LIMITATIONS OF THE STUDY IV 4.1 DATA ANALYSIS AND INTERPREATION 5.1 FINDINGS V 5.2 SUGGESTIONS 5.3 CONCLUSION BIBLIOGRAPHY APPENDIX TITLE PAGE NO VII VIII 1 2 13 15 23 24 25 26 42 45 46 IX X

LIST OF TABLES Table TITLE No. 4.1.1 4.1.2 4.1.3 4.1.4 4.2 Table showing Experience in dealership Table showing associated with chettinad cement. The table showing factors enables to the dealer of chettinad cement. Table showing Credit facilities provide by the company Table showing Reliability analysis FACTOR ANALYSIS 4.3.1 Table showing KMO Bartletts test 4.3 4.3.2 Table showing Rotated Component Matrix 4.3.3 Factor are most influenced in dealers satisfaction MULTIPLE REGRESSION 4.4.1 Table showing Model Summary 4.4 4.4.2 Table showing Anova 4.4.3Table showing Coefficients CORRELATION 4.5.1 service quality vs dealer satisfaction 4.5.2 Product quality vs dealer satisfaction 4.5 4.5.3 Promotion vs dealer satisfaction 4.5.4 distribution vs dealer satisfaction 4.5.5 Price vs dealer satisfaction 39 40 41 37 38 35 36 34 32 33 31 26 27 28 29 30 PAGE. NO.

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LIST OF CHARTS

TABLE NO. 4.1.1 4.1.2 4.1.3 4.1.4

TITLE Chart showing Experience in dealership Chart showing associated with chettinad cement Chart showing factors enables to the dealer of chettinad cement Chart showing Credit facilities provide by the company

PAGE.NO. 26 27 28 29

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BIBLIOGRAPHY Day. G.S., 1969, A Two-Dimensional Concept of Brand Loyalty, Journal of Advertising Research, 9, 3, 29-35. Ross M. Cunningham, "Brand Loyalty-What, Where, How Much?" Harvard Business Review, 34 (1956), 116. Java Beans Khanlari Estiri. (2008). Customer loyalty in the sport services industry: the role of service quality, customer satisfaction, commitment and trust, Journal of management 5(2):1303-5134. Lalit Moha, Kathuria and Bhupinder Jit. (2009), A Study of Brand Awareness and Brand Loyalty towards Hair Shampoos in Ludhiana City, the IUP Journal of Brand Management, Vol. VI, Nos. 3 & 4, 122-133. Lin, Chinho; Wu, Wann-Yih; Wang, Zhi-Feng, A study of market structure: brand loyalty and brand switching behaviors for durable household appliances, International Journal of Market Research, June 22, 2000. Sadegh Bafandeh Imandoust, Mohammad Reza Pasandideh Honameh and Seyed Mohammad Fahimifard, Brand Loyalty Analysis Using Multinomial Logit Model (2011), China-USA Business Review, Vol. 10 Venkateswaran P.S. et al. 2011.A study on customer satisfaction and brand loyalty towards mobile communication providers in Madurai. International journal of applied Management research.Volume 3 Special issue. Venkateswaran P.S. et al. 2011. A study on the influence of brand loyalty towards branded apparels for Men at Dindigul, International Journal of Management Prudence, Vol.3 Issue 1. Venkateswaran P.S. et al. (2011), A Study on Brand Personality Dimensions and Brand Loyalty towards Raymond Brand at Dindigul, Journal of Marketing and Communication, Vol.7 Issue 2.

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APPENDIX

A STUDY ON DEALER SATISFACTION IN CHETTINAD CEMENT WITH SPECIAL REFERENCE TO KARUR DISTRICT.
1. NAME OF THE DEALER : 2. ADDRESS OF THE DEALER : 3. EXPERIENCE IN DEALERSHIP a)1-3 years b)4-7 years c)8-10 years d) above 10 years 4. HOW LONG YOU ARE ASSOCIATED WITH CHETTINAD CEMENT a) 1-3 years b)4-7 years c)8-10 years d) above 10 years 5. FACTORS ENABLES TO THE DEALER OF CETTINAD CEMENT a) promotional scheme b)quality c) company policy d) margin e)brand name 6. OPINION OF THE CREDIT FACILITIES PROVIDED BY THE COMPANY a) highly satisfied b) satisfied c)neither satisfied or dissatisfied d) dissatisfied e) highly dissatisfied. SERVICE QUALITY Particulars Highly Satisfied Neither Dissatisfied Highly satisfied satisfied or dissatisfied dissatisfied a).Delivery against expectations b).Responsiveness to your queries c).Handling of complaints d).Time taken to answer your calls e).After sales service of our representatives PRODUCT QUALITY Particular

Highly satisfied

Satisfied

Neither satisfied or dissatisfied

Dissatisfied

Highly dissatisfied

a).Composition of material used in our product

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b).Durability of our product c).Packaging of the product PROMOTION Particular

Highly satisfied

Satisfied

Neither satisfied or dissatisfied

Dissatisfied

Highly dissatisfied

a).Advertisement of the brand are attractive b).Advertisements of the brand attract me to become dealer of chettinad DISTRIBUTION Particular

Highly satisfied

Satisfied

Neither satisfied or dissatisfied

Dissatisfied

Highly dissatisfied

a).Lead time of the manufacturer b).Accessibility of the factory PRICE Particular

Highly satisfied

Satisfied

Neither satisfied or dissatisfied

Dissatisfied

Highly dissatisfied

a).Increased price would not hinder my purchase intention b).The brand provides good value for money

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