INTRODUCTION:CUSTOMER SATISFACTION Many organizations have not got a clue about the customers perceive the goods and

services they supply. Customers attitude to be that so long as people buy their products then the products must be accepted. Firstly, customer may buy a given product of services simply because there is no other option and they would prefer to purchase what you are offering them to go out altogether. Secondly, the fact that a product or services may be accepted does not mean that it will continue to sell. Competitors may see opportunities, customer expectations may change customer tastes may move on. If standards dont rise and service evolve and then download sales will appear. A worse situation arises when the organizations havent got a clue of the customers perceptions but think they have. Another situation is when the organization dont have clue of their customers perception and dont care either the org may believe that it is in a monopoly situation and its customers cant go else where. Sometimes organizations believe that it know best what customer should want and therefore supply them with a centrally designed product. If resultant product or service has defects, then it is perceived to be a problem for the customer. Some orgs solicit customer feed back or it way whether they like it or not and then do nothing about it.

Finally we come to the point where we realize how important customer feed back is in the case of organizations, which helps the orgs to determine how efficiently it

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is solving the customer and determine customer satisfaction. This feed back answers the following questions to find out. The company ZUARI AGRO CHEMICAL LIMITED was incorporated on 12th may 1967. ZUARI CEMENT LIMITED has been hived off as a separate with 50: 50 shares holding by ZUARI INDUSTRIES LIMITED (A K.K.Birla Group Company) and ITALI CEMENTI GROUP (an ITALIAN cement company) with effect from 01-04-2000 with head quarters at BANGOLORE. ZUARI & ITAL CEMENTI GROUP( through cement Francis, a Group., co.,) have formed a joint venture with 50 : 50 equity sharing the ZURAI CEMENT business got transferred to the joint venture company i.e., ZUARI CEMENT LIMITED. It is a projected to increase the current capacity of 2.2 MTPA to a level of about 8 MTPA in a span of 3 to 4 years. The primary focus of joint venture will have full access to R&D facilities of ITALI CEMNTI GROUP.

ZUARI CEMNT was a division of ZUARI INDUSTIES LIMITED. The company promoted by the house of BIRLAs and U.S.MULTI NATIONAL GAINT USX, having its Registered office at JAI KISSAN BHAVAN, ZUARI NAGAR, GOA. The company is a part of the 4500 crores K.K.BIRLA GROUP, having primary interests in fertilizers, Agro inputs, cements, RTA furniture, Engineering Services, home finance, etc.

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NEED OF THE STUDY:-

Most marketers see the goal of marketing as those of maximizing not consumption but customer satisfaction every company exist because they produce goods or services as required by the customer. So it is very important that these which the company produces should satisfy the needs of customers.

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OBJECTIVES OF THE STUDY:-

y To know the level of customer satisfaction towards Zuari cement.

y To find the factors which make customer satisfaction on Zuari cement products.

y To study the attitude of customer towards price, quality, service of the Zuari cement.

y To collect suggestions from customers to increase sales of Zuari cement.

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SCOPE OF THE STUDY:-

y The study will allow knowing the opinions, views, perceptions, attitudes, suggestions of the customers for the Zuari cement Brand.

y From the company point of view it gets the feedback and suggestions from the customers and thus can implement different sales and promotion activities.

y From the student point of view it helps me to understand how many are aware of the brand and to know about the industry.

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LIMITATIONS OF THE STUDY:-

The present study has the following limitations

y Some of the respondents could not communicate due to language barrier.

y A few respondents were not co-operative to respond to may questionnaire.

y There is a hindrance of traveling to the dealers.

y Being very new it is not possible to cover all the areas

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RESEARCH METHODOLOGY:Research methodology describes how the research study was undertaken. This includes the specifications of source of data, research design, and method of data collection, the sampling method and the tools used.

SOURCE OF DATA

Primary data: The researcher collected both by direct survey from the dealers through questionnaire. The researcher used structured questionnaire.

Secondary data: Here the researcher collected secondary data from the company profile, industry profile and official web sites.

SAMPLE DESIGN:

Geographical area: The study is conducted in two districts in Hyderabad & Secundrabad.

Period of coverage: The duration of project work is about 45 days

Population:
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Population for this research is set of dealers those who are dealing with ZUARI CEMENTS in Hyderabad & Secundrabad districts. Sample units: The sampling units used by the researcher for this research, are those who are dealing ZUARI CEMEMTS.

Sample size: The number of samples collected by the researcher is 100 customers.

Sampling procedure / Sampling method: The sampling method used for this study is non-profitability convenience sampling, which is selected according to the easy and convenience of the researcher.

RESEARCH INSTRUMENT:

Research instrument used for data collecting is questionnaire. Questionnaire The questionnaire is prepared in a well-structured and non disguised form so that it is easily understandable and answerable by everyone. The type of questions include in the questionnaire are open-ended questions, multiple choice questions and dichotomous questions.

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FRAME WORK OF ANALYSIS:STASTICAL TOOLS USED FOR ANALYSIS:

The researcher carries out analysis through various statistical tools. The statistical analysis is useful for drawing inference from the collected information.

 Simple percentage analysis  Bar diagrams  Pie charts

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INDUSTRY PROFILE:Sector structure/Market size:

India is the 2nd largest cement producer in world after china .Right from laying concrete bricks of economy to waving fly overs cement industry has shown and shows a great future. The overall outlook for the industry shows significant growth on the back of robust demand from housing construction, Phase-II of NHDP (National Highway Development Project) and other infrastructure development projects. Domestic demand for cement has been increasing at a fast pace in India. Cement consumption in India is forecasted to grow by over 22% by 2009-10 from 2007-08.Among the states, Maharashtra has the highest share in consumption at 12.18%,followed by Uttar Pradesh, In production terms, Andhra Pradesh is leading with 14.72% of total production followed by Rajasthan. Cement production grew at the rate of 9.1 per cent during 2006-07 over the previous fiscal's total production of 147.8 mt(million tons). Due to rising demand of cement the sales volume of cement companies are also increasing & companies reporting higher production, higher sales and higher profits. The net profit growth rate of cement firms was 85%.Cement industry has contributed around 8% to the economic development of India. Outsiders (foreign players) eyeing India as a major market to invest in the form of either merger or FDI (Foreign Direct Investment). Cement industry has a long way to go as Indian economy is poised to grow because of being on verge of development. One of the strategies is to decrease dependence on road & opt for sea logistics as that can cut transportation cost by 30- 50 %. Some plants are adopting futuristic plan such as setting up captive power plant, moving closer to the customers by
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creating clicker, crushing, and capacity in key markets, to be more customer centric to generate better revenue. India should push for stricter regulations of market place as to control the prices of big companies and prevent them from forming cartels and exchanging information. To fight with the high inflation, government wants to import more cement from Pakistan .However cement prizes are not very much high as other items but still they are increasing. And the reason of high prize is surging cost of raw material and transportation cost. Apart from this government also discussed with cement industry not to have increase in prizes and keep consumer interest in mind. Now the question arise in front of the government is whether the demand by the government is possible to increase through expenditure on infrastructure or not according to the current state of economy when so many crises are going on or how the government allocation of US$ 3.23 billion for the National Highway Development, Project will keep the demand for cement alive? India is the world's second largest producer of cement after China, with cement companies adding nearly eight million tones (MT) capacity in April 2009, taking the total installed capacity to 219 MT and dispatch of 16.65 million tones during April 2009. A few of the leading manufacturers are the UltraTech/Grasim combine, Dalmia Cements, India Cements, and Holcim etc. The cement industry may add 40-45 MT of capacity this fiscal, a 21 per cent increase over the installed capacity at 212 MT in 2008-09. The existence of modern civilization with out cement is difficult to imagine in cities and towns. Cement is synonymous with progress by modern standards. The progress and size of the cement industry in any country is taken as the major indicators of the growth of the economy when the total demand is satisfied by
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home production. Cement is an indicator of economic process, which would mean the development of the cement industry in the country cement consumption, ought to be taken as a reliable index of the economic growth. In INDIA the first attempt to manufacture cement was made early in the country when the EUROPEAN COMPANY in the year 1904 opened a factory in MADRAS SOUTH INDIAN INDUSTRIES LIMITED for the purpose of manufacturing the cement. The real beginning of the cement industry was started by the formation of INDIA CEMENT LIMITED in 1914 under TATAS management. The INDIA CEMENT COMPANY started manufacturing cement at PORUBANDAR on a large scale. The total world production of cement is to be around 1600 million tons. Asia is the largest consumer (59 %) followed by EUROPE & AMERICA. The concentration of Lime Stone deposits in few states has led to the formation of cement plant clusters at eight locations in INDIA, BILASPUR, SANTA, CHANDRAPUR, GULBARGA, NALGONDA, CHANDERIA, and

YERRAGUNTLA & TADIPATRI. Three states of INDIA such as M.P, A.P & Rajasthan contribute 26.7 %, 13.3 %, 11.70 % of the capacity 74 % of the total lime stone reserves are in the states of M.P, A.P, Karnataka, Rajasthan and Gujarat. The largest producer in terms of installed capacity is BIRLA GROUP (above 25 %) followed by associated cement company (11 %). INDIA is the worlds fourth largest cement producer after CHINA,JAPAN, & U.S. in 1996-97 cement manufacture involve heating a mixture of lime stone and clay, partial fusion occurs and lumps called clinker are formed.

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The clinker is mixed with a little Gypsum to give Ordinary Portland Cement (OPC), mixing with blast furnace slag of fly ash fields Portland blast furnace slag cement (PBSFC), and Portland Pazzolona Cement(PPC) respectively. The OPC,PPC,&PBSFC are 70%,18% and 11% respectively, the manufacturing process has also changed from the in efficient bed process to the move efficient dry process 87 % of the total capacity is dry process & 11 % is wet.

What is CEMENT? Cement is mixture of LIME STONE, CLAY, and SILICA & GYPSUM. It is fine powder which when mixed with water sets to a hard mass as a result of hydration of the constituents compounds. It is most commonly used construction material.

Different Types of CEMENT

There are different verities of cement based on different consumptions according to specific end users namely

1. ORDINARY PORTLAND CEMENT ( OPC ) 2. PORTLAND PAZZOLONA CEMENT (PPC) 3. PORTLAND BLAST FURNACE SLAG CEMENT (PBSFC) 4. WHITE CEMENT 5. SPECIALIZED CEMENT

The basic difference lies in the percentage of clinker used.

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1) ORDINARY PORTLAND CEMENT (OPC) OPC popularly known as gray cement has 95 % clinker and 5 % of Gypsum and other materials. It accounts for 70% of the total consumption. White cement is a variation of OPC and is used for the decorative purposes like rendering of walls, flooring etc., it contains a very low portion of iron oxide.

2) PORTLAND PAZZOLONA CEMENT (PPC) PPC has 80 % Clinker, 15 % of Pazzolona and 5% of Gypsum and accounts for 18% of the total cement consumption. Pozolona has siliceous and aluminous materials that do not possess cementing properties but develop these properties in the presence of water.

It is cheaply manufactured, because it uses fly ash/ burnt clay/coal waste as the main ingredient. It has a lower heat of hydration, which helps in preventing cracks where large volumes are being caste. 3) PORTLAND BLAST FUNACE SLAG CEMENT (PBSFC) PBSFC consists of 45 % of Clinker, 50% of blast furnace slag and 5 % of Gypsum and account for 10 % of the total cement consumed it has a heat of hydration even lower than PPC and is generally used in construction of dams and similar massive constructions. 4) WHITE CEMENTS: Basically it is OPC-clinker using fuel oil (instead of coal) and with iron oxide content below 0.4% to ensure whiteness. Special cooling technique is used. It is used to enhance aesthetic value, in tiles and for flooring. White cement is much more expensive than gray cement.

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5) SPECIALIZED CEMENT:

OIL WELL CEMENT Is made from clinker with special additives to prevent any porosity. RAPID HARDENING PORTLAND CEMENT: It is similar to OPC, except that it is ground much finer, so that on Casting, the compressible strength increases rapidly WATER-PROOF CEMENT: OPC, with small portion of calcium sterate or nonspecifiable oil to impart waterproofing properties.

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COMPANY PROFILE:-

ABOUT LATE DR. K.K. BIRLA, FOUNDER CHAIRMAN OF THE COMPANY

Late Dr. Krishna Kumar Birla Chairman belonged to one of the most illustrious families that have contributed towards growth of modern India, both in the Industrial and the Social Sectors. Continuing the family legacy of building a new Nation, Dr. Birla, a visionary, nurtured the KK Birla Group into one of the most respected Business Houses in India. The Group covers a wide canvas with interest in Fertilisers, Media, Textiles, Sugar, Shipping, Engineering, Engineering Services, Financial Services, Furniture, Information Technology, Chemicals and the Infrastructure sectors.

ABOUT CHAIRMAN

Mr. Saroj Kumar Poddar, 62 years, a gold medalist in B. Com (Hons) from Calcutta University, is the Chairman of the Company. Mr. Poddar is also chairman of Poddar Heritage Enterprises. Under Mr. Poddar, the Poddar Heritage group has promoted various new projects including several joint ventures with leading international corporations. The most notable of these ventures are Gillette India Limited, Indian furniture Products Limited etc., He is also on the Boards of various Public and Private Limited companies, and other organizations.

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ZUARI-CHAMBAL-PARADEEP COMBINE

The Zuari-Chambal-Paradeep (Z-C-P) Combine is a part of the K K Birla Group having a turnover of over Rs.50 billion. Three and a half decades back, late Dr. K.K. Birla promoted Zuari Industries Limited (ZIL) and entered the Indian Corporate scene by investment in fertilizer plant in Zuarinagar, Goa. Subsequently, ZIL promoted Chambal Fertilizers and Chemicals Limited (Chambal). Chambal commenced the commercial production of Urea at Gadepan I in Rajasthan in January, 1994 and at Gadepan II in October, 1999. In the year 2002, Government of India divested 74% of its stake in Paradeep Phosphates Limited (PPL) in favour of Zuari Maroc Phosphates Ltd. (ZMPL). ZMPL is a 50:50 Joint Venture of Zuari Industries Limited and Maroc Phosphore S.A., a wholly-owned subsidiary of fertilizer major, OCP of Morocco.

The company ZUARI AGRO CHEMICAL LIMITED was incorporated on 12th may 1967. ZUARI CEMENT LIMITED has been hived off as a separate with 50: 50 shares holding by ZUARI INDUSTRIES LIMITED (A K.K.Birla Group Company) and ITALI CEMENTI GROUP (an ITALIAN cement company) with effect from 01-04-2000 with head quarters at BANGOLORE.

ZUARI & ITAL CEMENTI GROUP( through cement Francis, a Group., co.,) have formed a joint venture with 50 : 50 equity sharing the ZURAI CEMENT business got transferred to the joint venture company i.e., ZUARI CEMENT LIMITED. It is a projected to increase the current capacity of 2.2 MTPA to a level
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of about 8 MTPA in a span of 3 to 4 years. The primary focus of joint venture will have full access to R&D facilities of ITALI CEMNTI GROUP.

ZUARI CEMNT was a division of ZUARI INDUSTIES LIMITED. The company promoted by the house of BIRLAs and U.S.MULTI NATIONAL GAINT USX, having its Registered office at JAI KISSAN BHAVAN, ZUARI NAGAR, GOA. The company is a part of the 4500 crores K.K.BIRLA GROUP, having primary interests in fertilizers, Agro inputs, cements, RTA furniture, Engineering Services, home finance, etc.,

The cement Division was formed after acquisition of a cement plant of 0.5 MTPA capacities from M/S.TEXMACO LIMITED. (Another K.K.BIRLA GROUP COMPANY) in Feb., 1995. After acquisition of the capacity of the plant was enhanced from 0.5 to 1.7 MTPA at a capital cost of 367 crores. The expansion program was completed in 1995 and the commercial production commenced from Feb., 1999. The Expand capacity has already stabilized and the plant capacity was increased to 1.7 MMT to 2.2 MMT in AUGUST 2001.

ITALI CEMENTI GROUP is the largest producer and distributor of cement in EUROPE and one of the leaders in the market place. The group operates 13 countries including BELGIUM, KANADA, FRANCE, GREECE, ITALI, MOROCCO, SPAIN, and TURKEY AND U.S. with recent acquisitions in BULGARIA AND KAZAKISTHAN AND THAILAND.

The group was founded in 1864 and has its headquarters in BERMAGO, ITALI. Currently the group has a network of 54 plants with a capacity of 40
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MTPA clinkers, which translates to a cement capacity of above 50 MTPA spread over 13 Countries. The group also has over 500 RMC Plants all over the world. The consolidated group turnover in 2000 was 4 billion US $. The group has excellent R&D and machine design facilities head quartered at BERMAGO, ITALI, which render technical support to all the group plants.

The company is also engaged in Trading Activities in cement manufactured by RATNA CEMENT, BELGUM, and SOUTH INDIA CEMENT, MILKED AND CCI TANDUR unit through specific arrangement with the respective manufactures. LOCATION The plant is located at a distance of 6 KM from YERRAGUNTLA. This plant is connected to the Railway Station by a Railway Track of 7 KM length and is having exchange point inside the plant.

SOURCES OF RAW-MATERIAL The raw material required for the manufacturing of the cement in ZUARI CEMENT plant are limestone, iron, bauxite and gypsum. The limestone is one of the major raw materials being excavated from the captive limestone mines, which are located at a distance of half a kilometer away; from the plant with area of 1027.56 acres, which is leased area. SINGERENI COLLIERIES LIMITED supply another vital raw material i.e., COAL.

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WELFARE SERVICES As a means of welfare services the ZUARI CEMNT is running one Dispensary and extending its services to all the workers and their families. The following are the facilities. 1. Tele communication Facility 2. Postal facility 3. Housing 4. Parks, Clubs, Cable Network 5. School 6. Canteen 7. Guest House 8. Health Care Service Coming to the Working Environment of ZUARI

 A canteen is located in the working place for the convenience of employees.  Helmets are Providing to the employees in the working area  Aprons, Rain coats are provided to the employees to protect themselves and to attend their work at any climatically condition.  A Bus, Vans are also provided for the pedestrians at the starting time of work  Alarms were placed wherever necessary  Also the minimum requirements for the employees were provided according to the statutory policies of the government.

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TRANSPORTATION

For effective maintenance of office timings of workers, the ZUARI CEMENT COMPANY is providing facilities to its workers dispersed in various places in villages. The transportation is by BUS / VAN from house to company and back to the house. Jeep facilities are also there with in the factory and for employees who staying in quarters.

MEASURES OF POLLUTION CONTROL Generally cement plant causes marginal impact on the environment due to the continuous handling of raw materials, intermediate and final products from crushing packing stages. At ZUARI CEMEN unit several pollution control equipment like multi lane and dust collectors and Electro Static Precipitator (ESP) have been installed to minimize the impact on environment pollution caused by cement plant. WORKING CONDITIONS

The working conditions, size of the unit, the productive environment And other recreational facilities provided by ZUARI CEMENT will make the workers to feel more and more commitment in enhancing; the production targets. Besides, the management of ZUARI CEMENT will also take enormous preventive and security measures without happening unwanted things like accidents, explosives and other polluted problems.
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HOUSING FACILITY

Food, Clothing and The Shelter, the essential requirements of human beings. Housing is the primary need of a human being in a civilized life. It constitutes the most important which continuously influences mans health and well being. The BHORA COMMITTEE, in this cortex, observed the health, happiness, general manners and crche facility.

ZUARI CEMENT FACTORY is providing following necessary housing facilities

 The Quarters facilities are also available just nearer to the factory premises. The company has provided 145 Quarters to their employees. The total place occupied for township is 177 acres of land  The company is giving HRA to the wage board employees according to their categories.  In the case of wage board employees the house rent is 30% of their Basic Salary.

REST ROOM There are three rest rooms, which are located at MAIN GATE. Area of the rest rooms is kept clean with adequate ventilation with sufficient lighting.

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FIRST AID APPLIANCES All provisions according to rules are implemented on shop floor and all departments. First aid boxes are fixed at short distance from worksite. All these requirements of first aid are provided in these boxes.

AMBULANCE FACILITY There is one Ambulance provided in the dispensary. Dispensary is located in the staff colony and the Ambulance is available for 24 hrs in the factory premises and maintaining it properly.

DRINKING WATER The supply of drinking water will also come under the category of basic measures. Since the no. of workers is more than 500, the company is providing cool water for workers. The place of the drinking water is always kept clean and there are persons to recap the supply of water regularly. To purify the water standard chemicals are using.

EDUCATIONAL FACILITIES The company provides elementary school in colony. The company did provides scholarships and books at subsidized rates

READING ROOM / CLUB The ZUARI CEMENT FACTORY is having library and it is situated in the employees colony

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MEDICAL FACILITIES The company has a dispensary, which contains a DOCTOR and assistant. The company provides free medical aid for small wounds and bandages. If there is any dangerous case, the company bares half of the amount.

RECREATIONAL FACILITIES

Many recreational facilities have been provided by the management to their employees and their families such as gents club and ladies club, library, children recreation park and certain indoor and out door games and also encouraged for which the management undertake financial assurance.

SPORTS AND GAMES The management of ZUARI CEMENT is conducting sports and games whenever occasion arises and encouraging them by giving proper honorarium.

CULTURAL ACTIVITIES Association arranges various cultural programs like music, orchestra and puppet shows etc., and holiday trips like GOA, KODAIKANAL.

CO-OPERATIVE STORES / RATION SHOP The company has made arrangement the ration shop for the supply of essential commodities to their employees, which include rice, dhal, wheat, sugar, oil and gas etc., The amount is deducted from the basic salary and also cosmetics are also being supplied through this ration shop at cheaper rates when compared to market rates.
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GRATUITY

 The management is providing as per payment of gratuity act 1972.  The maximum amount of gratuity to an employee is 3 lack rupees which is maximum.  Every employee will get gratuity of 50% salary in a year. The maximum amount gratuity is 15 days salary in a year

LEAVE TRAVEL CONCESSION

Every wage board employees will get Rs.500 /- per annum this amount will be given in salary to travel 750 KM per annum in first class A/C train.

ADVANCES ISSUED BY THE COMPANY: HOUSING LOAN: The company provides free Quarters to the workers who are near to the factory. Water and electricity facilities are also provided to the Quarters. The management has been paid HRD @ 12 % respectively for those who dont have own house. Advance is available for purchase of site and construction of house or to expand the existing house. Maximum amount of advance is Rs. 2.5 lacks @ 6.5 % of interest of M9 & M8 grades and M7 to M1 grade employees Getting advances Rs. 4.5 lacks @ of 6.5 % of interest.

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VEHICLE ADVANCE FOR SCOOTER / MOTOR CYCLE /CAR:  Advance for the above are given to those who have completed two years of service in regular scale and those who have completed a period of one-year probation successfully.  Maximum limit of advance for motorcycle is Rs. 35,000 / - recoverable in 12 equal installments with 4 % of interest.  Maximum limit of advance for car is Rs.90, 000 / - recoverable in 12 equal installments with 6% of interest.

WASHING FACILITIES: Adequate washing facilities have been provided to the employees. The company is provided no. of taps for its employees and also the management has provided washing allowance Rs. 150 / - per month for those who are Getting uniforms.

LEAVE FACILITIES:

LEAVES CASUAL LEAVE SICK LEAVE PRIVILEGE LEAVE

WORKERS 07 12 15

EXCUTIVES 07 15 30

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CASUAL LEAVE: Casual Leave is 7 day for workers & executives with full pay & allowances shall be given to each employee every year without any condition. Casual leaves are sanctioned for company standing orders. Before one day we can apply for the leave.

SICK LEAVE: Sick leaves are 12 & 15 days for workers and executives. Up to 30 days are the limitations. Sick leaves are also sanctioned for company standing orders. The employer shall insist upon no medical certificate for sick leave period of up to 6 days. After 6 days it is necessary to submit doctor certificate. It is accumulated up to 120 days.

PREVILEGE LEAVE: Before 15 days we can apply (thrice in a year)30 days PL with full pay and allowances shall be given to each employee every year without any condition for every 20 days of work the workers gets one PL. this is Enjoyable and en cacheable. National and festival holidays in company, it is 9 days, actually the limit for this is minimum 8 days, and maximum 10

MAN POWER:

The total manpower at ZUARI CEMENT is 401 members out of which 127 are of managerial cadre and 274 are wage board employees. About 800-1000 are working under contract basis.

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DESIGNATIONS: M1 ----- General Manager

M2 ----- Deputy General Manager M3 ----- Senior Manager M4 ----- Manager M5 ----- Deputy Manager M6 ----- Assistant Manager M7 ----- Senior Officer M8 ----- Officer (or) Engineer M9 ----- Assistance Engineer (or) Assistant Officer

MAJOR USERS ZUARI CEMENT is marketed throughout south India by wide network of stockiest. The ZUARI sales officers and representatives are based in all most all the cities and towns in SOUTH INDIA. Major users are;

1. MADRA REFINERIES LIMITED 2. ASIA PACIFIC HOTELS LIMITED 3. AIRPORT AUTHORITY OF INDIA LIMITED 4. KARNATAKA POWER CORPORATION LIMITED 5. MARMOGA PORT TRUST

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CORPORATE MARKETING OFFICE

ZUARI CEMENT corporate marketing office is at CHENNAI (TAMIL NADU) and branches are at;

y HYDERABAD y BANGLORE y COCHIN y PANAJI

-------------------

Andhra Pradesh

Karnataka Kerala

------------------Goa

COMPETETORS y PENNA CEMENTS y ULTRA TECH CEMENTS y MALABAR y INDIA CEMENTS LIMITED

SHIFTS OF WORKING

The unit works around the clock. The working shifts are as follows

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SHIFT

DURATION

LUNCH DINNER

or

GENERAL SHIFT

8:00 A.M to 5:00 P.M

12 Noon to 1:00 P.M

SHIFT A

6:00 A.M to 2:00 P.M

11:30 A.M to 12:00 Noon 7:30 P.M to 8:00 P.M

SHIFT B

2:00 P.M to 10:00 P.M

SHIFT C

10:00 PM to 6:00 P.M

No Break

BOARD OF DIRECTORS

1. 2. 3. 4. 5. 6. 7. 8. 9.

Mr. S.K. Poddar Chairman Mr. H.S. Bawa Managing Director Mr. Shyam S. Bhartia Mr. Arun Duggal Mr. D.B. Engineer Mr. J.N. Godbole Mrs. Jyotsna Poddar Mr. Marco P.A. Wadia Air Chief Marshal (Retd) S. P. Tyagi

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AWARDS / RECOGNITION

- Year 1997-98 The Fertiliser Association of India FAI Award for Best Production Performance for Nitrogenous Fertilisers - Year 1997-98 National Productivity Council, India Award for Best Production Performance in Fertilizer Industry - Year 1995-96 The Fertiliser Association of India FAI Award

for Best Production Performance for Nitrogenous Fertiliser Plants - Year 1995-96 National Productivity Council, India Award for Best Production Performance in Fertilizer Industry - Year 1992-93 The Fertiliser Association of India FAI Award

for Best Production Performance for Nitrogenous Fertilisers - Year 1992-93 National Productivity Council, India Award for Second Best Production Performance in Fertilizer Industry - Year 1991-92 The Fertiliser Association of India FAI Award for Second Best Overall Performance for Ammonia - Year 1991-92 National Productivity Council, India Award for Second Best Production Performance in Fertilizer Industry - Year 1990-91 The Fertiliser Association of India FAI Award for Best Production Performance for Nitrogenous Fertilisers - Year 1989-90 The Fertiliser Association of India FAI Award for Second Best Overall Performance for Ammonia - Year 1988-89 The Fertiliser Association of India FAI Award for Best Production Performance for Nitrogenous Fertilisers - Year 1987-88 The Fertiliser Association of India FAI Award for Best Production Performance for Nitrogenous Fertilisers
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CUSTOMER SATISFACTION

Many organizations have not got a clue about the customers perceive the goods and services they supply. Customers attitude to be that so long as people buy their products then the products must be accepted. Firstly, customer may buy a given product of services simply because there is no other option and they would prefer to purchase what you are offering them to go out altogether. Secondly, the fact that a product or services may be accepted does not mean that it will continue to sell. Competitors may see opportunities, customer expectations may change customer tastes may move on. If standards dont rise and service evolve and then download sales will appear. A worse situation arises when the organizations havent got a clue of the customers perceptions but think they have. Another situation is when the organization dont have clue of their customers perception and dont care either the org may believe that it is in a monopoly situation and its customers cant go else where. Sometimes organizations believe that it know best what customer should want and therefore supply them with a centrally designed product. If resultant product or service has defects, then it is perceived to be a problem for the customer. Some orgs solicit customer feed back or it way whether they like it or not and then do nothing about it. Finally we come to the point where we realize how important customer feed back is in the case of organizations, which helps the orgs to determine how

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efficiently it is solving the customer and determine customer satisfaction. This feed back answers the following questions to find out.

Who are your customers? Where are they likely to be your customer? What does your customer want? How does your customer fell? What does your customer think? How can you make your customer feel valued? What sort of initiatives would your customers appreciate? What can you do keep your customers? How can you give yourself a competitive advantage so as far as your customers are concerned? Now that we have spoken of customer satisfaction, let us define what it is: According to Kotler Customer satisfaction is the level of a person felt state resulting from comparing a products perceived performance in relation to the persons expectations. Thus satisfaction levels are a function of the deference between the perceived performance and expectation. A customer one of the three board levels of satisfaction as follows. If performance fails short of expectations customer if dissatisfied If performance matches expectations/customer is satisfied. If performance is grater then expectations customer is highly satisfied Pleased or delighted. Expectations of a buyer are formed on any of the following ways. Buyer past experience.
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Statements by friends

Associates Marketer Promise Companies seeking to win in todays markets track their customers Expectations, perceived company performance and customer satisfaction. They must monitor the aspects of their competitors as well. They key to customer retention is customer satisfaction a satisfied customer is one who: Buy more and stays loyal, longer. Buys additional products as the company introduces and upgrades products Pays less attention to competing brands and advertisement Fewer prices sensitive Offers products or services, ideas to company Costs less to serve the customers so transactions are routed Thus a company would be wise to regularly measure customer satisfaction company should enquiry from its recent buyers and determine how many are Highly satisfied Somewhat satisfied Indifferent Some what dissatisfied Highly dissatisfied

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It should find out the major factors in customer satisfaction and dissatisfaction and use this information to improve its performance. A customer oriented would track its customer satisfaction level each period and set improvement goals for customer oriented company. Customer satisfaction is both a goal as well as marketing tool. Companies that achieve high customer satisfaction rating make sure that their target markets know it; Companies can maximize customer satisfaction in the following manner: By lowering price or increasing its service (this may result in lower profile).The Company might be able to increase in profitability in other ways, such as improving manufacturer or inverting more in research and development. The company as many stock holders including employees, dealers and stock holders. Spending more to increase customer satisfaction would direct funds from increasing satisfaction of their partners. Ultimately, the company must operate on the philosophy that it trying to deliver a high level of customer satisfaction. Subject to delivering at least acceptable levels of satisfaction to the other stockholders with in the constrains of its total resources. Here we see that an org has to look n the above aspects before it really sets on the mission of maximizing customer satisfaction. Customer satisfaction is the extent to which a product perceived performance marches buyers .Customer satisfaction with a purchase depends on how well products performance lives up to the expectation. It is the key influence on future buying behavior. Satisfied customers often switch expectations; the customers are highly satisfied or delighted.
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Smart companies aim to delight customers by promising only what they can deliver, then delivering more than they promise. Highly satisfied customers produce several benefits for the company. Satisfied customers are fewer prices sensitive. They talk favorably to others about the company and its products and remain loyal for a longer period. However, the relationship between customer satisfaction and loyalty varies greatly across industries and competitive situations. The interaction between expectation and actual product performance produces satisfaction or dissatisfaction. Many marketers go beyond merely meeting the expectations for customers they aim to delight the customers. A dissatisfied customer responds differently. Where as on average a satisfied customer tells 3 people about the good product experience, a dissatisfied customer gripes to 11 people. Therefore a company would be wise to measure customer satisfaction regularly.

NEED AND GOAL FOR CUSTOMER SATISFACTION:

Most marketers see the goal of marketing as those of maximizing not consumption but customer satisfaction every company exist because they produce goods or services as required by the customer. So it is very important that these which the company produces should satisfy the needs of customers.

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FACTORS AFFECTING CUSTOMER SATISFACTION: Sales support Service support Invoicing and toner supply The principle objective of the study is to examine the improvement in customer satisfaction. To examine and analyses the reason for customer dissatisfaction if any and other suggestions for improvement. To analyze the competitors services and their degree of command in the market.

WHY CUSTOMER SATISFACTION:

Traditionally it was thought that keeping customers happy be achieved by producing high quality products, where quality was defined by the company internal standards. However, it is now recognized that a companys competitiveness is jointly determined by its external quality which is the customers own judgment of the products and services of a company and internal quality There is considerable evidence that satisfied customers are with positive perceptions are loyal customers. That is they buy more, more often and are willing to any pay more higher prices. Also to the extent that customers view the companys performance as being high quality. They may also recommend it to others. On the other hand, dissatisfied customers are a powerful source of negative word of mouth. Thus customer perceived quality an important determined of market share for a company. Thus measuring and improving customers quality
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perceptions held achieved the companys objectives of increased profitability and market share. It is essential to understand the dynamics of our relationship with our customers or achieve or maintain out long term business success. The company must therefore have reliable measure of customer satisfaction and manage customer expectations. Companies world wide have used customer satisfaction measurement as a strategic and tactical tool for bringing out change in customer perceptions improvement in a day service delivery to great financial advantage. To maximize our business and maintain and lead over our competitors, we must have a committed customer base that will back that commitment with loyalty (both in buying in our service centers). This is what survey attempts at achieving.

THE FOUR FUNDAMENTALS OF CUSTOMER SATISFACTION:

A) VARIABLES RELATED TO THE PRODUCTS / SERVICE ITSELF: What you actually do for customer is going to be the key determines of customer perception. In this case we see that the design of the products /service is most important. The design of product / service affects customer satisfaction in two ways. The design sends a message to he customer about the orgs basic values especially concerning the trade offs between cost and customer. Little is more damaging to customer satisfaction than users perceiving that costs savings have been made expenses.
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Design can enhance or resist the orgs ability to keep customer happy during and often the sales. A strong successful design increase confidence of front staff, which a poor design makes them defensive, bad design places constraints on distribution channel choice, it can also to the cost and difficulty in providing after sales support services.

B) VARIABLES RELATED TO SALES AND PROMOTION: Three factors affect customer satisfaction area.

MESSAGE: That helps to share customer ideas about the product or service benefits before they have experienced them in use. INTERMEDIARIES: Employee of the org to act on its behalf Brokers. ATTITIDUES: Every one in the frontline roles. Ex: Receptionist etc. like. Courtesy and helpfulness Level of technical knowledge Are they interested in the needs of the customer or merely selling? Ex:

C) VARIABLES RELATED TO AFTER SALES:

This significant aspect with regard to after sales Support services covering traditional after sales activity such as warranties, user training etc. Feedback and restitution the way org handle complaints etc.

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D) VARIABLES RELATED TO ORGANIZATION CULTURE:

This depends on the org if it behaves in maximizing customer satisfaction here by paying services to it. One of the must be careful to distinguish between formal and informal aspects of separate culture in this regard. Formal values will be only meaningful if they supported by the right informal culture and these develop over time. Extent and manner of service management involvement Degree to wish senior management practice leadership Consistency with which customer care policies are implemented Commitment of middle management Existence of reward system It is usually these informal values that determine that the true measure of orgs intention towards its customer.

METHDODS OF TRACKING AND MEASURING SATISFACTION:

CUSTOMER

COMPLAINTS SUGGESTIONS SYSTEM: A customer centered org would male it easy for its customers to deliver suggestions and complaints e.g. installing suggestion boxes, questionnaire.

CUSTOMER SATISFACTION SURVEY: A Company must not conclude that it can get a full picture of customer suggestions system.

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Responsive companies obtain direct measure of customer satisfaction by conducting periodic surveys. They send questionnaire or make telephone calls to find out how they feel about the rating aspects of the companys performances. They will also solicit buyer view on competitors performance.

GHOST SHOPPING:

Another way to measure customer satisfaction is to hire persons to pose as potential buyers to report their findings okay strong and weak point they experienced in buying the company and competitors products. Managers can themselves pose as shoppers and experience first hand, the treatment they receive as customer.

LOST CUSTOMER ANALYSIS:

A Company should contact customer, who have stopped buying, or who have switched to another suppler to learn what happened. Not only is it important to conduct exit interview but also to monitor the indication that the company is falling to satisfy it customer

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1. What is your Opinion on zuari cement?

a) Table Excellent Good Satisfied Poor

Excellent

b)

good

c) satisfied

d) poor

40 50 8 2

Graph
Opinion on Zuari cement
60 50 40 30 20 10 0 Excellent Good Satisfied Poor Series1

Interpretation: Majority of people expressed their view point as good. Very least (negligible) people said it is poor. From the above graph we can interpret that Zuari cement overall is good in serving customers.
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2. What makes you to select zuari cement? a) Quality c) goodwill of company Table Quality Availability Goodwill of the company 80 10 10 b) availability d) reference by friends

Graph
Zuari cement selection based on

Goodwill of the company Series1 Availability

Quality 0 20 40 60 80 100

Interpretation: The above chart indicates that Quality is the primary thing that majority of customers looking into and this made consumers to purchase Zuari cement.
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3. Is zuari cement available in your location?

a) Yes

b) No

Table Yes No 95 5

Graph

100 90 80 70 60 50 40 30 20 10 0 Yes No Series1

Interpretation: The above chart indicates Zuari cement is available in all the locations almost. But there seem very few areas where it is not available. If the company make available in all the areas then the consumers will be known about the Zuari cement.
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4. What is the factor that influences you to buy zuari cement?

a) long life Table

b)

availability

Long life Availability

90 10

Graph

Long life Availability

Interpretation: From the above chart, long life is the major factor that influencing lot of consumers to own Zuari cement.
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5. What are the other factors you appreciate about zuari cement? a) Quality c)Customer orientation Table b) Social service

Quality Social service Customer orientation

40 30 30

Graph

Quality Social serv ice Customer orientation

Interpretation:

From the above graph, Quality, Social Service, Customer

Orientation is the factors that customers appreciate Zuari cement and this makes goodwill for the company.

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6. Is zuari cement, providing a complete solution for customer's needs at the lowest possible cost? a) Strongly agree c) strongly disagree Table Strongly agree Agree Strongly disagree Disagree 55 41 0 4 b) agree d) disagree

Graph

Strongly agree Agree Strongly disagree Disagree

Interpretation: The above graph indicates that Zuari cement providing complete solution for customers needs at lowest prices and this has been accepted by majority of customers. Zuari cement making a long life by adding a good look to the construction
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7. Do you think that zuari cement makes a long life by adding a good look to the construction? a) Strongly agree c) strongly disagree b) agree d) disagree

Table Strongly agree Agree Strongly disagree Disagree 40 55 0 5

Graph
60 50 40 30 Series1 20 10 0 Strongly agree Agree Strongly Disagree disagree

Interpretation: The above chart indicates that Zuari cement is the cement that adding a good stylish looks to any construction that has been constructed.

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8. If you want to suggest zuari cement to others, what is the reason behind it? a) Quality c) availability Table b) pricing d) never suggest

Quality Availability Pricing Never suggest

70 20 10 0

Graph

Quality Availability Pricing Never suggest

Interpretation: The above chart indicates that quality is the primary thing customers would like to suggest Zuari cement to others and it is followed by availability and pricing.
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9. How do you come to know about zuari cement? a) Friends and relatives c) e-media advertisements b) out door advertisements

Table Friends and relatives Out door advertisements E-media ads 50 5 45

Graph
60 50 40 30 20 10 Series1

ve s

en

re la ti

rt is

an

ve

rie

Interpretation: The above chart indicates, customers knew Zuari cement from friends and relatives and e-media ads. Out door advertisements are less. Company should focus on out door ads.

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oo r

em

ia

ds

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10. Fine quality high pricing is this statement true in zuari cement? a) Strongly agree d) disagree Table b) agree e) strongly disagree

Strongly agree Agree Strongly disagree Disagree

42 55 0 3

Graph

Strongly gree Agree Strongly Disagree

Interpretation: The above graph indicates that Zuari cement has having finest quality but the pricing is little high. Customers expecting to reduce pricing a little by maintaining same fine quality.
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gree

11. Do you recommend Zuari cement to others? a) Table Yes No 96 4 Yes b) No

Graph

Yes N

Yes

Interpretation: The above graph indicates that majority of people happy to recommend Zuari cement to others.

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12. How do you rank Zuari cement (1 is best, 10 is least)?

Table Rank 1 2 3 4 Respondents 5 80 10 5

Graph

20

40

60

80

Interpretation: The above chart indicates, Majority of customers ranked Zuari cement as second rate. It is good to hear but Zuari cement when we see the total statistics. By the graph we can also say that with in a short span of time Zuari cement going to be ranked first.
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13. Do you suggest any thing? a) Table Yes No 96 4 Yes b) No

Graph

No

Yes No

Yes

Interpretation: The above graph indicates that majority of people happy to suggest Zuari cement to company. Suggestions 1. Zuari cement should be available in all the locations at the same price.

2. The company should reduce the price. 3.The company should increase outdoor advertisements so that it can retain existed customers and can also get new customers along with replacing lost customers.

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14. What is your opinion about the advertisements of Zuari cement? a) Excellent c) Satisfied b) Good d) Poor

Table Excellent Good Satisfied Poor Graph 25 50 20 5

Poor

Sati fied

Good

Excellent

Interpretation: The above chart indicates, the ads are good but not excellent. Of course this is good but company should focus on advertisements to excel its creative side.

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20

40

60

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FINDINGS

y Most of the respondents expressed their opinion about Zuari cement is good.

y Quality of the Zuari cement leads to customers satisfaction.

y Awareness about the product playing a vital role in increasing the sales

y Zuari cement giving long life to any construction and this makes customers to stick with zuari cement

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SUGGESTIONS

y To create awareness among the customers. The company needs to improve advertisements.

y The company should give advertisements through Telugu media, posters, televisions, hoardings etc.

y The company need to reduce the price of the product when compare with local company products.

y The company have to directly consultant the painters and retailers and also need to motivate painters through incentives.

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CONCLUSION

The study helps the company to find the customer satisfaction towards the customer care services and their performance level in the market It helps the company to find out the factors considered by the customers for satisfaction and to enhance the services to the customers.

From the study I have learnt about the customer satisfaction of Zuari cement is very good.

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A STUDY ON CUSTOMER SATISFACTION OF ZUARI CEMENT

DEMOGRAPHICDETAILS y Name

y Age

y Gender

a)male

b)female

y Marital status

a. Married

b. Unmarried

y Level of education

a. Secondary education d.postgradute.

b. HSE e. others

c. graduation

y Employment position

a). Employed b. self business

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QUESTIONNAIRE

Customer satisfaction of zuari cement?

1. What is your Opinion on Sudhakar pvc? a)Excellent c) satisfied b) good d) poor

2. What makes you to select Sudhakar pvc? a) c) Quality goodwill of company b) d) availability reference by friends

3. Is Sudhakar pvc available in your location? a) Yes b) No

4. What is the factor that influences you to buy Sudhakar pvc? a) Long life b) availability

5. What are the other factors you appreciate about Sudhakar pvc? a) Quality b) Customer orientation b) Social service

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6. is Sudhakar pvc, providing a complete solution for customer's needs at the lowest possible cost?

a) Strongly agree c) strongly disagree

b) agree d) disagree

7. Do you think that Sudhakar pvc makes a long life by adding a good look to the construction? a) Strongly agree c) strongly disagree b) agree d) disagree

8. If you want to suggest Sudhakar pvc to others, what is the reason behind it? a) Quality c) availability b)pricing d) never suggest

9. How do you come to know about Sudhakar pvc? a) Friends and relatives c) e-media advertisements b) out door advertisements

10. Fine quality high pricing is this statement true in Sudhakar pvc? a) Strongly agree c) some what agree e) Strongly disagree b) agree d) disagree

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11. Do you recommend Sudhakar pvc to others?

a)

Yes

b)

No

12. How do you rank Sudhakar pvc (1 is best, 10 is least)? a) 1 c) 3 b) 2 d) 4

13. Do you suggest any thing?

a)

Yes

b)

No

14. What is your opinion about the advertisements of Sudhakar pvc?

a) Excellent c) Satisfied

b) Good d) Poor

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BIBILOGRAPHY

BOOKS PRINCIPLES OF MARKETING by PHILIP KOTLER ARMSTRONG INTERNET SITES

SUDHAKAR PVC.COM CEMENT INDIA.COM WIKIPEDIA.COM

NEWS PAPERS

ECONOMIC TIMES BUISNESS LINE

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