An Industrial Project Report

Winter Project

ON

SUBMITTED IN PARTIAL FULLFILLMENT OF THE

REQUIREMENT OF BBA
PROGRAMME

LAXMI PROJECT

PREPARED BY : Neogi Abhishek Rajendra

ROLL NO. : 15

CLASS : T.Y. B.B.A.

TOPIC : Service Quality Study

COLLEGE : Laxmi Institute of commerce, Sarigam

ACADEMIC YEAR : 2010-11

Under the guidance of:

Internal Guide
Mr. Virag Shah (college guide)

External Guide
Mr.Anil B Sharma& Mr.Shravan B Sharma (Director)

GRADUATE CENTRE
LAXMI INSTITUTE OF COMMERCE, SARIGAM.

AFFILIATED TO
VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT

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 Our B.B.A course is the course constituting study of administration
management and working activities of industries, for better function
every industry needs talented and qualified executives. To reach this
need. Our university has established such a disciplined course which
includes the theoretical and practical aspect of various industrial matters.

The knowledge and guidance about theory subjects of industry is

given by our learned professor also for the practical study of the same I
got permission to visit Laxmi Project.

The report thus contains all the information of the company from its
commencement till the last chain of production with detailed study of all
the department and specialization in marketing department.

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 Though, the preparation of this project report is my own
work, I have received help from many quarters. I am thankful to all
those who helped me in caring out this work.

I express my deepest of gratitude towards Mr.Anil B

Sharmaof Laxmi Project & all members of unit; with their admirable
co-operation the completion of the report has been possible.

It gives me great pleasure in thanking my supervisor Mr.

Virag shah Sir. Without his ever ready help, whole hearted guidance,
never ending encouragement and enthusiasm, it was difficult to bring
this project to its present form.

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 I the undersigned Neogi Abhishek Rajendraa student of T.Y. B.B.A hereby
declare that the project work present in this report is my own work and has been
carried out under the supervision of Mr. Virag Shah of Laxmi Institute of
Commerce.

This work has not been previously submitted to any other university for any
examination.

Yours Faithfully,

Date :-

Place:-Sari gam

___________

(Neogi Abhishek Rajendra)

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LAXMI PROJECT is one of the leading manufacturer of Air handling
equipment like Centrifugal Blower, Industrial Blower, Induced Draft
Fan, Forced Draft Fan, Primary Air Fan, DIDW Fans, Axial Flow Fans,
Multiclone Fly Ash Collector, Pulse Jet Bag Filter, Rotary Airlock,
Cabinet Blower, Hot Air Blower, Tube Axial Fan, Primary Air Fan,
Damper, Mechanical Seal, Humidification-Plant, Dust Collection
System, Bag Filter, Oil Cool Bearing Housing etc. Currently we are
serving the global industrial market with our base in India.

LAXMI PROJECT was established by a group of young entrepreneurs

with ambitious plans and assisted by a team of top technocrats in the
line.

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Name of the Company : LAXMI PROJECT.

Address : 2802 / B, III Phase, G.I.D.C.,

Umbergaon – 396 171. Dist. Valsad ( Gujarat )

Contact No. : Tel.: + 91 260 2563946, 2561146.

Fax: + 91 260 256 4146

Area : Total Area 30,000 sq. ft.

Covered Area 18,000 sq. ft.
Open Area 12,000 sq. ft.

Connected Power : 50 K.W.

Type of Company : Proprietor

Year of Establishment : Established January 1993.

Board of Directors : Mr.Shravan B. Sharma

Mr.Anil B. Sharma

Organization set up : Manager / Staff – 2

Administrative – 3
Supervisor – 2
Draft Man – 2
Skilled Workers – 12
Semi-Skilled – 7
UN Skilled – 20

Sources of Major Components : Steel – Market, Casting – Foundries,

Of equipment, whether in house Fabrication – in House, Machining – in House
Fabrication or bought out items Assembly & Testing – in House
Painting – in House

Testing Facilities of Equipment : As per IS Standard

IS – 4894 / AMCA – 210

Balancing : As per ISO – Grade 6.3/2.5 – 1940

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  Aiming High:

We should be one of the largest Blower manufacturing Companies in the Country. Our
growth in size will be through continuous review of potentials of the existing manufacturing
resources, strategic acquisitions and expansions

 Quality Quest:

Product quality, consistency and customer service will be pursued as an act of faith
throughout the organisation.

 Pursuit Of Excellence:

The growing size of our business permits us to have an R & D set up of our own. We shall
continuously challenge methods, systems, operating parameters. We shall constantly review our
manufacturing systems to upgrade quality and value of products.

 Value Addition:

To ensure customer satisfaction by providing world class products and engineering services

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The new millennium will bring with it new challenges and greater opportunities. The 21st
century will most certainly see the unfolding of a period of extraordinary possibilities and
incredible developments bringing about more fundamental changes in the global economy than
the last 200 years. The successful corporates will be those who equip themselves to meet the
challenges and convert opportunities into winning strategies. If we are to keep pace, it is
imperative that we learn to successfully tread the global pathway.

However it must be remembered that it is not enough to adopt a set of values and just leave them
in place. In order to move with the changing times, values and ideas must be ceaselessly re-
examined so as to ensure that they are in tune with the organisation's goals.

The Laxmi Project is committed to contribute its might in making the 21st century an "Indian
Century".

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 • Stringent quality testing facility and all products are ISO 9001:2000 certified.

• Highly competitive prices.

• Speed up delivery of orders.

• Efficient post sales services

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This company was started in Jan. 1993 for the manufacture of
Centrifugal and Axial FlowFans based on renowed designs from all over
the world. From a small start of a few engineers& executives today we
employ over 50 people. Presently we have two units in Gujarat
Manufacturing Blowers. We also have extended our activity in pollution
control equipment’s.

The technology available has been improved & updated which has today
brought thecompany to a leading position and we take pride in our
management & staff to achieve thisreputation & name in the field.

We are working & striving to become the best in fan manufacturing. We

are also in torchwith developed countries for upgrading our technology
for energy efficient Fans.

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Laxmi Project markets the products by the manufacturing units situated in
Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The
types of fans varyconsiderably and we are manufacturing in various designs to
meet the applications andrequirement of the customers.

Laxmi Project as a recognized and dependable supplier of high quality products

approved byvarious agencies and inspection standards and they enjoy the
patronage of highly reputedcompanies in Air conditioning and also in allied fields.

This enables the company to get repeat orders, thus improving the competency and
Commitment toward existing clients.
Laxmi Project markets the products by the manufacturing units situated in
Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The
types of fans varyconsiderably and we are manufacturing in various designs to
meet the applications andrequirement of the customers.

Laxmi Project as a recognized and dependable supplier of high quality products

approved byvarious agencies and inspection standards and they enjoy the
patronage of highly reputedcompanies in Air conditioning and also in allied fields.

This enables the company to get repeat orders, thus improving the competency and
Commitment toward existing clients.

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The company is headed and managed by experienced techno crafts in a
professional manner. The rich experience of the involved team in the field
makes our working customer friendly.

Laxmi project have often utilized the services of various consultation firms
for design, quality control, management and other aspects of the organization
which in itself projects the modern outlook and the desire for a continuous on
going improvement. The company management has always had the policy to
update their product range as well as implement the modern techniques both
in production methods and management.

They have always tried to understand the needs of the industry and develop
their organization to meet the challenge of the changing environment.

The management has always considered customer satisfaction of upmost

importance and has built this philosophy of the company to the root levels. A
satisfied customer is the best advertisement for any company and the
management has never compromised on this even at the cost of losing money
which they have lost on many occasions. The management believes that any
commitment given by the company must be fulfilled at all costs even if
outside expertise has to be sought.

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Laxmi Project has adopted very strict quality control measures to ensure that
a uniform acceptable quality, keeping in view the requirements, of the
products and the applications met at all times.

Laxmi Project understands that the quality requirements differ with the
applications and recognizing this fact has laid out different types of norms to
be followed depending on the requirement of the clients, consultants, the
applications and the accuracies needed.

To ensure that all our products meet performances guaranteed to the clients,
we have performance testing set-ups which enable us to test fans as per IS
and AMCA standards. The company has had the occasion to test fans, with
impeller diameters of 2000mm. and above, be it at reduced RPM such that
the maximum power consumption does not exceed 75 horse powers.

To ensure that the impellers and the rotors meet the balancing standards set
by international and / or National Standards, we have precision balancing
machines and stroboscopes for analyzing the vibrations of the assembled
finished products.

To further standardize and ensure a uniformity of production. We have

continuously added machines, the latest one being profile Copying Nibbling
Machine which also copies whole punching to match those of the templates
exactly. This is a continuous process in keeping with the philosophy of the
management and the addition of machines or equipment is need based with
no constraints in capital investment.

The tooling including templates, jigs, Fixtures and dies are continuously
modernized and new ones added to improve their range of products and their
quality.

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The company has over the last decade standardized the designs, quality
control procedures, testing procedures and various other aspects to ensure a
uniform quality and interchangeability in the products. They have widened
their ranges of the products
Considerably during the period.

If any of the skills in designing or development was missing in-house they

have never hesitated in engaging consultants, advisers and other personnel for
guiding them and helping
Them in developing various products.

Every now and then, new products are added to the range. We have been
continuously in touch with the developed countries for technology up
gradation.

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 Esteemed Domestic Clients Esteemed International Clients

Aarti Industries Limited. Vapi, Gujarat Al Gulhair Dubai

Agarwal Paper Mills Limited Vapi, Gujarat Australia

Anchor Health & Beauty Care Private Limited Daman, U.T. Bertrams Chemicals Swizerland

Atul Limited (Colour Division) Umbergaon, Gujarat Srilanka

Aalidhra Tex Tool Engineers Pvt. Ltd Dadra, U.T. Bangladesh

Apsara Art Material Private Limited Umbergaon, Gujarat Iran

Beekaylon Synthetics Limited. Silvassa, U.T.

Bilag Industries Ltd. Vapi, Gujarat

Batliboi & Company Limited Udhana, Surat

BRG Iron & Steel Co. Pvt. Ltd. Denkanal, Orissa

Cello Household Appliance Daman, U.T.

Chandan Steel Limited Umbergaon, Gujarat

Donear Synthetics Limited Silvassa, U.T.

En-pro Project & Engineering Services Surat, Gujarat

ElectroTherm (I) Ltd Thaltej, Ahemdabad.

Grindwell Norton Limited Uran, Maharashtra

Gujtex Engineering Company Surat, Gujarat

Harish Textiles Engineers Limited Umbergaon, Gujarat

Hindustan Inks & Resign Limited Vapi, Gujarat

Industrial Boilers Limited Vapi, Gujarat

IPCA Laboratories Limited Silvassa, U.T.

Jindal Iron & Steels Limited Tarapur, Maharashtra.

JSW Steel Limited Vidhyanagar, Karnataka

Kalind Steel Limited Ahmedabad, Gujarat.

Kirloskar Electrodyne Limited Pune, Maharashtra

Klenzaids Bioclean Devices Pvt. Limited. Umbergaon, Gujarat

Kansai Nerolac Paints Limited Ratnagiri, Maharashtra

Lupin Limited Tarapur, Maharashtra

Micro Inks Limited Vapi, Gujarat

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 Axial Flow Fan
Our company is recognized as one of the preeminent Axial Flow FanManufacturers and Exporters from India. Our Axial Flow
Fans are ideally designed to meet the industrial requirements of ventilation and air conditioning. Our Axial Flow Fans are also
used for exhaust in all most all the industries. Our Fans are designed to provide efficient trouble free service & reduce the initial
operating cost to minimum. The blade impellers are made of cast aluminum alloy and M.S sheet. The blades are directly mounted
upon the motor shaft and the impeller is aerodynamically designed.

Propelled by (Hydraulic, Electrical, And Pneumatic / CNC): Electrical

Capacity: 5.0 Hp to 20 Hp

Special Features:
• More air volume
• Low noise level

Technical specification:
• Fan sizes from 180 mm up to 2500 mm
• Volume flow from 750 m3/h up to 100000 m3/h
• Pressure from 5 mm up to 75 mm

Applications:

Pressurization Evaporative cooling towers

Ventilation Fume exhaust system
Humidification Dry spray paint

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 Centrifugal Blower
We are well-established as one of the dependable Centrifugal Blower Manufacturers & Exporters from India. Our Centrifugal
Blowers are suitable for all applications requiring considerably higher pressure than those can be achieved using centrifugal fans.
The side channel exhausters are used in all those applications requiring an operating vacuum higher than the one achievable by a
fan, but not as to require the use of a vacuum pump. Moreover, the rotating parts are not in contact with the casing of the blower.
Therefore, there is no friction during operation, and thus no internal lubrication is necessary. Gas moving through the Centrifugal
Blower remains uncontaminated and completely free from oil.

Capacity: 0.55to 15 hp

Special Features:

Low noise level No vibration and complete dynamic stability

Higher Air flow ratio Pulsation free discharge
100%oil free air Cooler running bearings
Minimal and simple maintenance Easy installation
Compact and rugged Suitable for environmental protection

Applications:

Centrifugal blowers are suitable for very Transfer of paper sheets

wide field of applications
Dust collector Sorting / counting of cards/envelopes / papers
Vacuum transfer of components / sheets Beverage bottling / labeling / Drying
Blowing away debris / sucking away Paper / sheet / boards drying
debris
Printing machineries Medical / dental suction units
Air bearing Agitate and aerate water in spa / whirlpool /
swimming pool / fishing tanks / aquaculture
Furnace fuel burning Waste disposal and waste management systems

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 Agitation of liquid bath to clean Air knives
Keeping yarn / threads/ product in place Vacuum cleaners and dust collectors
during processing / sewing / knitting
Provide air cushion to handle delicate
material like glass

Bag Filler
One of the most efficient systems for separation of fine particles or removing solid contaminants
from air exhaust gases or recovery of material is the bag filtration. It provides high efficiency.

The dust which is filtered from air / gas collects inside the bag. It is then removed by means of
manual / mechanical / electrical / reversed air cleaning.

Attributes:

• Low temperature, high filtration (100%) applications

• Filtration at high temperature up to 400º C or more
• Fuel gas from coal-fired boilers in power plants
• Dust capture from solid waste incineration
• Filtration of toxic gas with high content of polluting metallic elements
• Filtration of corrosive and other chemically active dust
• Arrest of high value dust such as gold, silver and titanium

Special Feature:

1. Inlet centrifugal blower gives maximum cyclonic effect.

2. Inspection doors for easy access for maintenance
3. Heavy duty construction.
4. Provision for waste spray and screw conveyer.
5. Effective seperation of inlet/outlet gases.
6. Fitted with rotary vakve for continuous operation.

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 Induced Draft Fan
High volume medium pressure fan

For Boiler,Induced Draft,Incinerators,Bag Houses,Sintering Machine and other industrial application.Fan available in heavy
duty constuction with or without inlet box.

Distinctive features

• Range of impeller diameters for each size of fan matching required flow and pressure condition.
• Available in V-Belt drive/Direct Couple drive arrangement.
• Designed for direct conveyance of highly abrasive material and heavy dust.
• For handling fibrous materials, the fan is constructed with special impeller design.
• Designed for handling gases with temperature (up to 400oc) specially designed fans, to handle even higher
temperature can be supplied.

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  QUALITY PRODUCTS
Laxmi Blower air moving products are best known for their "industrial quality," a standard of
manufacturing assuring certified performance, relentless dependability, and longevity.

 CUSTOMER SATISFACTION
Being a customer centric organization, we always make an endeavour to satisfy our esteemed clients with our
qualitative range of air pollution control and ventilation system equipment. Our meticulous workforce who is
regularly trained enables us in the productive fabrication of our range in adherence to the industrial quality
standards. Below cited are some of the reasons which make us different from others and enhance the level of
customer satisfaction:

• Qualitative variety in the leading industrial price

• Robust infrastructural facility
• Absolute client satisfaction
• Ethical business policy with our clients
• Customized solutions of our designs

Our objective is to achieve the highest levels of satisfaction by developing our range of equipment in accordance
with the latest drift and technology in the market. For this our team maintains regular interaction with our esteemed
clients. We have been able to fulfil the varied industrial requirements of our clients, who are spread in different part
of India. We also provide various payment options such as cash, and demand draft which aids our client in easy
dealing with us.

 SHAPING SOLUTIONS
Solving difficult and unique air moving problems has earned Laxmi Blower a reputation for exceptional
performance and reliability. Whether its energy related or industrial processing or simply moving a precise volume
of air, a staff of specially trained engineers will design a dependable fan that exactly fits your performance and
dimensional requirements.

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Fax Order Form
To place an order via fax simply print this form, fill in the information below and fax the completed form to. If you have any questions please
visit http://www.laxmiblower.com/contacts.htm+ 91 260 2563946, 2561146

Order Information
Please verify that the product information is correct and select the format(s) you require.
http://www.laxmiblower.com/contacts.htm

Product Formats
Please select the product formats and the quantity you require.

User License Quantity: _____

Contact Information
Please enter all the information below in BLOCK CAPITALS

Title: Mr. Mrs. Dry Miss MS Prof

First Name:_____________________________ Last Name: _________________________________

Email Address:______________________________________________________________________

Job Title:__________________________________________________________________________

Organization:_______________________________________________________________________

Address:__________________________________________________________________________

City:__________________________________________________________________________

Postal / Zip Code:___________________________________________________________________

Country:__________________________________________________________________________

Phone Number:_____________________________________________________________________

Fax Number:__________________________________________________________________________

Payment Information
Please indicate the payment method, you would like to use by selecting the appropriate box.

Payment by credit card Card Number: ______________________________________________

Expiry Date__________ / _________
CVV Number _____________________
Card Type (ex: Visa, Amex…) _________________________________
Payment by wire transfer

Payment by check

Customer signature:

Please note that by ordering from Report linker you are agreeing to our Terms and Conditions athttp://www.laxmiblower.com/feedback.htm
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 Please fax this form to
+ 91 260 256 4146

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The creation of customer satisfaction can provide several benefits, including the relationship
between companies and consumers are pleasant, providing a good basis for the purchase and re-
creation of customer loyalty, and form a recommendation by word of mouth that can benefit the
company.

In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying.

We would be grateful if you could spare a few minutes to complete this Service Quality
Questionnaire to help us ensure that our standard of customer care exceeds expectations
wherever possible.

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Please tick the appropriate box to indicate your degree of satisfaction.

Where: 1 = Excellent,

2 = Good,

3 = Satisfactory

4 = Poor

LAXMI PROJECT

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1. Based on your experience, how does [PRODUCT] compare with [OTHER BRAND
PRODUCT]?
[PRODUCT] is better
About the same
[PRODUCT] is worst
Not sure

2. Where did you first hear about this model?

Newspaper
Newspaper supplement
Magazines
Catalog
A Friend
Other

3. Why did you purchase this particular model?

Quality
After Sales Services
Pricing
Credit Facilities
Other

4. A particular thing you want the company to add to its product:

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5. In evaluating your most recent customer service experience, was the quality of service you
received:
Very poor
Somewhat unsatisfactory
About average
Very satisfactory
Superior

6. Please describe if there was any particular aspect of the service experience that stood out:
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7. How many years of warranty you are been given by the company:

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 8 months
12 months
16 months
24 months
More

8. How many years/months of warranty you expected from the company:

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9. The process of getting your problem resolved was:

Very poor
Somewhat unsatisfactory
About average
Very satisfactory
Superior

10. Please describe if there was any particular aspect of the process that stood out:
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Quality

11. How would you rate the overall quality of Laxmi Project product:
Excellent
Good
Fair
Bad
Unacceptable

Would you recommend Laxmi Project to your friends and colleagues?

Yes
No
Customer Service Representative

12. In your most recent customer service experience, how did you contact the representative?
In Person
By Telephone
Internet

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13. The customer service representative as very courteous.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree

14. Which of the following qualities of the service representative stood out (as being superior)?
Patient
Enthusiastic
Listened carefully
Friendly
Responsive
Other

15. What qualities of the customer service representative annoyed you?

Not patient
Not enthusiastic
Didn't listen carefully
Unfriendly
Unresponsive
Other
No qualities annoyed me

16. The customer service representative handled my call quickly.

Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree

17. What would best describe your experience, when you called?
Kept me waiting on hold
Had to explain several times
Didn't know how to handle problem
Had to ask others
Spoke slowly
Other
No improvement needed

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18. The customer service representative was very knowledgeable.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree

19. The customer service:

Gave me the wrong information
Didn't understand the question
Gave unclear answers
Couldn't solve problem
Disorganized
Other
No improvement needed

20. The waiting time for having my question addressed was satisfactory.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree

21. My phone call was quickly transferred to the person who could best assist me:
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree

22. Over the next 12 months, how likely are you to replace your (product) with another (product
or brand)?
Certain
High chance
Equal chance
Low chance
Never

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Please offer your detailed comments and suggestions here:
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Thank you for your feedback. We sincerely appreciate your honest opinion and will take your
input into consideration while providing products and services in the future.

If you have any comments or concerns about this survey please Contact: -

Company Name

Address 1

Address 2

City, State, Zip Code

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Customers form service expectations from many sources, such as past experience,
word of mouth, and advertising. In general, customer compares the perceived
services with the expected services. If the perceived service falls below the
expected services, customers are disappointed.

1. Gap between consumer expectation and management perception:

-Management does not always correctly perceive what customers want.

2. Gap between management perception and service-quality specification:

-Management might correctly perceive customers want but not set a performance standard.

3. Gap between service-quality specification and service delivery:

-Personnel might be poorly trained, or incapable of or unwilling to meet the standard; or they
may be held to conflicting standards, such as taking time to listen to customers and serving them
fast.

4. Gap between service delivery and external communication:

-Consumer expectations are affected by statements made by company representatives and ads.
(External communication distorts the consumers’ expectations.)

5. Gap between perceived services and expected services:

-This Gap occurs when the consumers misperceives the service quality.

Based on this service-quality model, researchers identified the following five determinants of service
quality, in order of their importance.

1. Reliability- The ability to perform the promised services dependably and accurately.

2. Responsiveness- The wiliness to help customers and to provide prompt services.

3. Assurance- The knowledge and courtesy of employees and their ability to convey trust and
confidence.

4. Empathy- The provision of caring, individualized attention to customers.

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5. Tangibles- The appearance of physical facilities, equipment, personnel, and communication material.

Reliability
• Providing services as promised.

• Dependability in handling customers’ service problems

• Performing services right the first time

Responsiveness
Assurance
Empathy
Tangibles

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Service Quality Study provides a leading indicator of consumer purchase
intentions and loyalty. Customer satisfaction data are among the most
frequently collected indicators of market perceptions.

The project was to be carried out in 2 phases.

To conduct survey on product and services offered by Laxmi Blowers.

Phase 1

To get in depth knowledge of consumer towards the product.

To see/verify how our particular brand is doing in the steel
segment.
To find out any deficiency in the Product/service offered by Laxmi
Blowers.

Phase 2:

To conduct research focused on the relationship between customer satisfaction

and retention.
To find the services/quality expected by the customers.

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 Research Design

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 Data Resources

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 Tools & Techniques

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 Sampling

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 Total Population

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 Limitations

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 List of Dealers

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 Type of study
[Sample survey]