Title of Project

A ANALYTIC STUDY ON CUSTOMER SATISFACTION

Statement of the Problem

The objective of every company would be ensuring customer satisfaction for the
customer satisfaction would create loyal customers. Measuring customer
satisfaction is always a challenge, as customer either would not disclose or
sometimes do not assess their satisfaction level clearly. Many times the customer
can not specify the reasons for his satisfaction.

Objective of the Study

The following are the objectives of the study to solve the problem.

To know the customer satisfaction regarding Ashish Pipes.

To identify customer interest in buying pipes.
To find service rendered by the company.
To know price impact on product purchase.
To find word of mouth impact on product purchase.

SCOPE OF THE STUDY

The scope of the study is to find out the customer satisfaction with reference to
pipes. The study covers the different aspects of customer satisfaction.

This has been conducted in Delhi Zone. Data have been collected from customer by
a personal interview. The researcher took 3 weeks to study the entire customers
perception.

LIMITATION OF THE STUDY:

1. The study confined to the Delhi Zone.

2. The time spent was limited due to which the exhaustive study could not be
conducted.
 3. Quality of information is based on the degree of brand awareness among
customer

Methodlogy

The study covers the different aspects of customer satisfaction. Questionnaire

Design is prepared for the survey which has conducted in Delhi Zone. Data have
been collected from customer by a personal interview. The researcher took 3 weeks
to study the entire customers perception.

Explanation of the method

Questionnaire Design is prepared on the basis of the following parameters.

Customers satisfaction
Customer Awareness

Company Name

Ashish Pipes Pvt Ltd

Company Profile

ASHISH PIPES is empowered with outstanding manufacturing facilities at Noida

( Phase II) (UP) with installed production capacity to process over 1250 MT per
month. The units are equipped with latest innovative technologies and a strong
team of highly motivated professionals and technically proficient workers to produce
an unbeatable line of pipes and fittings. Ashish Pipes believe in a sustained process
of innovation and diversification of their products. The company employees ultra
modern machines in its process to ensure smooth and flawless production. Ashish
Pipes maintain large inventories to ensure uninterrupted and constant supply of
products in the market. Ashish pipes ever-growing products basket includes PVC
pipes and fittings, PVC casing pipes, PVC Conduit Pipes. SWR Pipes and many more
products are on the threshold of production and launch.
No of Respondents

100

Location of Study

Delhi

Method you will use to classify data

Primary Data

The Primary Data is collected through questionnaire survey to customers.

Secondary Data

Information is gathered from company profile, website and book Consumer

Behaviour author by Loudon and Della Betta

Method you will use to present the data

Graph and Tables

References
Books

Principles of Marketing - Philip Kotler / Gary Armstrong

Marketing management - V.S. Ramaswamy & Namakumari 1998

Research methodology - C.R.Kothari

Marketing Research - G. C. Beri

Search Engines

http://google.com

http://www.ashishpipes.in/
http://wikipedia.com

http://answers.com

Questionnaire

Questionnaire for Measuring Customer Satisfaction

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=============

Name:

Age: Qualification:

Extant Land: Type of Crop:

Average Income: Motor HP:

Water Source: Rain/Bore/Well/Tank/Canal

==================================================
=============

1. What are the brands you are aware mostly

a) Ashish b) Prakash c) Vijay d) Nalandha e) Star f)Apollo [

]

2. Are you aware of Ashish Pipes?

a) Yes b) No [ ]

3. How did you get to know about the brand Ashish Pipes?

a) Print media b) television c) friends / relatives d) dealers

[ ]
4. Which company products do you prefer to use?

a) Ashish b) Prakash c) Vijay d) Nalandha e) Star f)Apollo [

]

5. Ashish is best pipe company

a) Strongly agree b) Agree c) Not decide d) Disagree e) strongly

disagree [ ]

6. I am inspired to buy the Ashish pipes by

a) Friends b) Relatives c) Neighbors d) Advertisements [

]

7. Are you a regular customer to Ashish Company or Dealers?

a) Yes b) No [ ]

8. You are interested to buy the pipes from

a) Company b) Dealers c) Brokers d) Friends e) Showroom [

]

9. Ashish company mainly concentrates on agricultural sector

a) Strongly agree b) Agree c) Not decide d) Disagrees e) strongly

disagree [ ]
10. What do you expect from a pipe company?

a) Quality b) weightless c) length d) colour [ ]

11. Are you the customer of the Ashish Company?

a) Yes b) No [ ]

12.I am the customer of the Ashish Company since

a) Less than 6 months b) 6 to 12 Months

c)1 to 2 years d) More than 2 years

[ ]

13.I share the information with my friends and relatives

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [

]

14. Company concentrates on rural market more than urban market

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [

]

15. Ashish Company provides better services than other company

a) Strongly agree b) Agree c) Disagree d) Strongly disagree [

]
16. I think Ashish Company has highest market share in south India

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [

]

17. Do you think Ashish pipe uses chemicals in it problem which will effect drinking
water.

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [

]

18. You are using the pipe for the purpose of

a) Drinking water b) Water flow c) Power wiring d) Others [

]

19. Do you have the supply centre with in 5 Km?

a) Yes b) No [ ]

20. The good word of mouth is more important for company

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [

]
21. Can the company expect you to create good word of mouth?

a) Yes b) No [ ]

22. I think Ashish pipe prices are low price

a) Strongly agree b) Agree c) Not decide

d) Disagree e) Strongly disagree [

]

23. Do you invite the company to produce other agricultural products?

a) Yes b) No [ ]

24. If agreed the credit facility should be at least to

a) 1week b) 2weeks c) 1month d) 2months e) 2months [ ]

25. Do you expect the Ashish pipe market will spread all over India?

a) Yes b) No [ ]