A STUDY ON CUSTOMER SATISFACTION With Special Reference to SRI GOPAL AUTOMOTIVE LIMITED, KAKINADA Dissertation Submitted to ANDHRA UNIVERSITY

Visa!hapatnam In the "artial #ulfillment for the a$ard of the De%ree of MASTER OF BUSINESS ADMINSTRATION

BY RASA&SETTY ' S S (AN(ADHAR (112204102004)

Unde !"e #$%d&n'e () SMT*V*+IMA BINDU M*B*A*, M*,"%-* TEAC+ING ASSOCIATE De,& !.en! () M&n&#e.en! /!$d%e/

ANDHRA UNIVERSITY )A&"US *A*INADA +,-+.+,-/

CERTIFICATE

This is to certif0 that the dissertation entitled 1 A STUDY ON CUSTOMER SATISFACTIONAND SALES PROMOTION0 With reference to 1 SRI GOPAL AUTOMOTIVE LIMITED0, KAKINADA $as done b0 RASA&SETTY ' S S (AN(ADHAR under m0 super2ision and that the $or! is ori%inal and bonafide3

DATE4 STATI5N4 BINDU7 6SMT*V*+IMA "ro8ect (uide

DECLARATION

I here b0 declare that this pro8ect report entitled 1 A STUDY ON CUSTOMER SATISFACTIONAND SALES PROMOTION0 $ith reference to 1SRI GOPAL AUTOMOTIVE LIMITED0, KAKINADA Submitted b0 me in the partial fulfillment to &ASTER 5# 'USINESS AD&INSTRATI5N9 To the department of mana%ement studies Andhra uni2ersit0 campus *a!inada is a %enuine and bonfide $or! done and it is not pre2iousl0 submitted b0 me for the a$ard of an0 de%ree or diploma in an0 other institute or uni2ersit03

DATE4 STATI5N4 S (AN(ADHAR7 6RASA&SETTY ' S Re% 3no4--++,/-,+,,/

ACKNO1LEDGMENT

The satisfaction and pleasure that accompany the success completion any task would be incomplete without the mention the people who made it possible whose constant guidance and encouragements crowded effort with success. My sincere thanks to My project guide SMT.V.HIMA BINDU., TEACHING ASSOCIATE, Department of Management studies, Andhra university campus, Kakinada or his support spent most of times of his busy hours helped me to strengthen my project without his sustained encouragement and unstinted cooperation this project would not have progressed. My thanks to Dr.! Kuberadu "ead of Department of Management studies Andhra university #ampus Kakinada for giving constant encouragement to the students towards their academic e$cellence. % would like to e$press my sincere thanks to &'% (.A. KA)*A+ ,'A&AD e$ecutive director &(A& limited Kakinada for giving permission to do project in organi-ation % would like to e$press my sincere thanks to T.&.'*A 'A/ "0AD "' department &(A& limited Kakinada for giving support to do project in organi-ation. % am very glad to work with the organi-ation as a trainee. % am grateful to all the staff of SRI GOPAL AUTOMOTIVE LIMITED, Kakinada for helping me to get the information and an invaluable e$perience. This project could not been completed without the able guidance and support of my father M'.'.D.1 ,'A&ADA 'A/ who gave support during my project work. +o words can supplement my feelings in e$pressing my highest regards to my parents is very supportive my endeavor and offered valuable emotional support during project time. % find it difficult to e$press my gratitude to all of them individually in this limited space. Therefore % am thanking one and all who supported and motivated me during project work.

6RASA&SETTY ' S S (AN(ADHAR7

CONTENTS
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CHAPTER-I %+T'/D.#T%/+ +00D /' T"0 &T.D* &#/,0 / T"0 &T.D* /!50#T%10& / T"0 &T.D* M0T"/D/)/(* )%M%TAT%/+&
2 3 4 6 7 8

CHAPTER-II
INDUSTRIA; "R5#I;E <.-=

CHAPTER-III
)5&"ANY "R5#I;E -<.+>

CHAPTER-IV
THE5RETI)A; #RA&E W5R* +?./=

CHAPTER-V
DATA ANA;YSIS AND INTER"RETATI5N /<.==

CHAPTER-VI
#INDIN(S SU((ESTI5NS )5N);USI5N @UESTI5NNAIRE
A

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'I';5(RA"HY

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My internship at SRI GOPAL AUTOMOTIVE )%M%T0D Kakinada was a great e$posure to the industry. After going through my summer training, % had a firsthand e$perience of how an industry as well as ".MA+ '0&/.'#0 D0,A'TM0+T functions.

The purpose of the project work is primarily to demonstrate the application of knowledge of skills ac9uired in the four semesters of the programme, by studying and analy-ing a selected problem in the work situation in a systematic manner while suggesting solution to the management.

MA'K0T%+( management is concerned with people element in management. &ince every organi-ation is made up of people, ac9uiring their services, developing their skills: motivating to high level of performances and ensuring that they continue to maintain their commitments to the organi-ation which are essential to achieve organi-ational objectives.

0very organi-ation in order to survive and to be effective should be stick to customer satisfaction by building relationship with customer. Adoption of customer relationship means tracking and measuring multichannel campaigns, including email, search, social media, telephone and direct mail. Metrics monitored include clicks, responses, leads, deals, and revenue. Alternatively, ,rospect 'elationship Management ;,'M< solutions offer to track customer behavior and nurture them from first contact to sale, often cutting out the active sales process altogether. %t includes skills of co=ordination, integration and adaptability to the re9uirements of the growth diversification and e$pansion.

% have tried my level best in the project time to understand the how to use e$isting and potential plans towards meeting organi-ational needs.

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Market research is any organi-ed effort to gather information about target markets or customers. %t is a very important component of business strategy. The term is commonly interchanged with market !" research> however, e$pert practitioners may wish to draw a distinction, in that marketing research is concerned specifically about marketing processes, while market research is concerned specifically with markets. Market research is a key factor to maintain competitiveness over competitors. Market research provides important information to identify and analy-e the market need, market si-e and competition. Market research, which includes social and opinion research, is the systematic gathering and interpretation of information about individuals or organi-ations using statistical and analytical methods and techni9ues of the applied social sciences to gain insight or support decision making. /rgani-ations having better competitive environment with satisfaction of customer and they are attracting the customer with some effective sales promotions .!ut some /rgani-ation needs evaluate the purpose, utility and effectiveness of customer satisfaction. They are fails to evaluate these customer satisfactions. &o this study has been undertaken to assess the customer satisfaction in? the /rgani-ation.

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SCOPE OF T+E STUDY

Market research is for discovering what people want, need, or believe. %t can also involve discovering how they act. /nce that research is completed, it can be used to determine how to market your product. ,eter Drucker believed market research to be the 9uintessence of marketing. The study revolves mainly for agricultural purpose vehicles and tools marketing. %n this segment opinion of consumers is taken about the &(A& marketing practices. Therefore by receiving the user@s feedback for the marketing aspects of &(A&. The &tudy program was conducted with the help of 9uestionnaire and personal interview. The present study focuses on customer &atisfaction and sales promotion over the &(A&.

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To study overall customer satisfaction and sales promotion of &.(.A.&. To observe the various goods and services provided by the &.(.A.& To know the effectiveness of the promotional activities of &.(.A.& To offer valuable suggestions to the company To study the minimi-ing of time re9uired to deliver the products

To study the marketing performance

To determine the profitability and efficiency of the company

The basic objectives of developing a critical analysis of assuming the best marketing policies

or studying analysis of administrative and managerial decision of the business enterprise in developing organi-ation

A study on overall performance of the company

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The study was conducted with the help of both primary and secondary data. ,rimary data asking respondents about their response and secondary data is already available with the company and internet and other means. Methodology divided into two categories ,rimary data &econdary data

Pr mar# $ata%

Ae collect primary data during the course of doing e$periments when descriptive research we perform surveys we can obtain the primary data either through observations or communication with respondents

Keeping view of the project objective 9uestionnaire was administered towards respondents ;customers< in B around Kakinada , sample si-e being 2CC respondents.This study was carried by simple percentage method.

Sec&!$ar# $ata

&econdary data means data that already available either in the form of published data or unpublished or collection of secondary data % used library which is in company and data reports and records of the company maga-ines and material resources available in the &'% (/,A) A.T/M/T%10 )%M%T0D Kakinada and internet,books also helpful in gathering secondary data. ,roject guide in company also provided information.

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LIMITATIONS

The study uses only the published data obtained from the organi-ation journals and which may not in
some cases reflect the correct position of the performance.

%ndustry analysis, which helps to ascertain the market position of the firm vis=D=vis, other firms in the
industry are not made.

There is not scope for the study of the manufacturing unit as this unit is a marketing unit.

There are no company maga-ines for the periodical review of the company outstanding performance.

The study is limited to the company branches located in 6 towns only.

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 The study is restricted to only agricultural vehicles ;tractors B spare parts<.

The company inde$ schemes are not provided on the restriction of company rules.

The study was for span of E weeks so that other areas cannot be focused well on all aspects.

#omprehensive and e$ecutive study could not be under taken

The study is purely analytical and objective based.

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