UUUUUUUUUUUUUUuuuuuuuaa

INSTITUTE INFORMATION TECHNOLOGY&MANAGEMENT OF ITM UNIVERSE, GWALIOR (M.P.) IMPACT OF SANCHI PRODUCTS ON CUSTOMER SATISFACTION IN GWALIOR REGION FOR PARTIAL FULFILLMENT OF THE REQUERMENT FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION SUBMITTED TO IITM, ITM UNIVERSE, GWALIOR Submitted By M.B.A. IIl Sem. (IITM)

ACKNOWLEDGEMENT

A successful research could not be done without any inspiration, guidance and help from different persons in the society of modern corporate world. I am extremely thanks to Mr.Kailash Vijayvargeeya (ASSISTANT MARKETING MANAGER) for giving us an opportunity to do summer training in their esteemed organization. I am extremely thanks to professor Dr. Yogesh Upadhyay director of management studies for given us an opportunity to do us summer training in their esteemed organization. I am extremely thanks Dr. Vandana Bharti (Faculty Mentor) whose corporation even encouraging support, informal behavior, friendly; guidance has helped me at every instance. Last but not least, I am extremely thanks to those people who give me direct and indirect cooperation during my summer training.

Date:

.. M.B.A.III SEM

Place: Gwalior

DECLARATION

I student of M.B.A. IIl sem. from INSTITUTE of INFORMATION TECHNOLOGY & MANAGEMENT College, Gwalior (M.P.) declare that all the information, facts and figures represented in this report are actually inside on my opinion and in the market research in analyzing the IMPACT OF CUSTOMER SATISFACTION (ANALYSIS OF SANCHI PRODUCTS) with special reference to GWALIOR SAHAKARI DUGDH SANGH MARYADIT, GWALIOR.

Date:

.. M.B.A. (IIIsem)

Place: Gwalior

INDEX
Chapter 1 -Introduction of Industry and Organization History Development Current Trends Manufacturing Industry in Gwalior Chapter 2 Topic Introduction Chapter 3 -Research Methodology Objective of Study Research Design Scope of Study Hypothesis Data Collection Review of Literature Limitations of Study Significance of Study Chapter 4 -Data Interpretation and Analysis Data analysis Data Interpretation Chapter 5-Findings, Suggestion and Conclusion Bibliography Annexure

PREFACE

It is said that without theory, practice is blind and without practice theory is meaningless. Hence practical training has been made integral part of the management education in India. It exposes the potential of manager of the future to the actual tune of working environment present is dynamic organization. The marketing concept is built in premise that marketers just identify consumer needs and then develop product and services satisfy those needs. Consumer research is very important term by this we can identify the brand awareness of the product of the company and if helps in development and innovation of product and in development marketing strategies. I Completed summer training in the guidance of my mentor .it was really good for me .I completed this project with the help of friends, teachers, customers. Thanks to all those who help me directly and indirectly in this project.

CHAPTER -1 INTRODUCTION OF INDUSTRY & ORGANIZATION

INDUSTRY PROFILE
Introduction
The dairy sector in the India has shown remarkable development in the past decade and India has now become one of the largest producers of milk and value-added milk products in the world. The dairy sector has developed through co-operatives in many parts of the State. During 199798, the State had 60 milk processing plants with an aggregate processing capacity of 5.8 million liters per day. In addition to these processing plants, 123 Government and 33 co-operatives milk chilling centers operate in the State. With the increase in milk production. Maharashtra now regularly exports milk to neighboring states. It has also initiated a free school feeding scheme, benefiting more than three million school children from over 19,000 schools all over the State Indian dairy industry Dairy is a place where handling of milk and milk products is done and technology refers to the application of scientific knowledge for practical purposes

Dairy Industry in India

More than 2,445 million people economically active in agriculture in the world, probably 2/3 or even more of them are wholly or partly dependent on livestock farming. India is endowed with rich flora & Fauna & continues to be vital avenue for employment and income generation, especially in rural areas. India, which has 66% of economically active population, engaged in agriculture, derives 31% of

Gross Domestic Product GDP from agriculture. The share of livestock product is estimated at 21% of total agricultural sector. Contribution of live stock sector to gross domestic product (Percentage contribution) 1950-51 1990-91 63.5 67.0 12.0 16.0 4.1 3.1 1.3 0.3 16.5 10.0

Live stock populations: Number of animals (in thousand) (Source: production yearbook 1995 /FAO statistics division) Sheeps Goats Pigs Chickens Cattle 45000 119242 11780 435 194655 Buffaloes Horses Mules Camels 79500 990 1742 1520 (Source Indian Dairy man, 50:1998) Cattle Buffalo Total (1996) (millions)

DEVELOPMENT Milk Production

1950 17 million tones 1996 70.8 million tonnes 1997 74.3 mT (Projected) 2020 240 mT Expected to reach- 220 to 250 mT 2020 India contributes to world milk production rise from 12-15 % & it will increase unto 30-35% (year 2020) Average milk production / year America 6874 Kg/ year Denmark 6223 Kg/year Holland 5751 Kg/year India 552 Kg/year

Average Productivity 2.4 kg/day or 732 kg/lactation/cow China: 1600 kg/lactation

America 7200 kg/lactation Percapita availability: Recommended 210 gm

India
1950 132 gm 1997 214 gm 2020 290 gm India contributes 35% of total Asian milk Dairy Industry profile 1997 Human Population Milk production Average annual growth rate (19962000) Per capita milk availability Milch animals 953 million (70 million dairy farmers) 74.3 million tonnes (203.5 million 1 pd) 5.6% 214 gm/day or 78 kg/year 57 million cows; 39 million buffaloes

Milk yield per breedable bovine in milk Cattle feed production (organized sector) Turnover of veterinary pharmaceuticals Dairy plants throughout Throughout as percentage of total milk output Value of output of milk group (1994-95) (Based on

1,250kg 1.5 million tonnes Rs 550 crores 20 mlpd 10 Rs 50,051 crores

producers price) Value of output of dairy industry (Based on retail price) Rs 105,000 crores

Projected milk production at different rates of annual growth 1995 to 2000 year @5% @5.5% @6% 1995 66.3 66.3 66.3

1996 1997 1998 1999 2000

69.3 73.1 76.7 80.6 84.6

70.0 74.0 78.0 82.3 86.8

70.2 74.4 78.8 83.5 88.5

Milk Composition
Sr. Constituents Buffalo Cow Goat Liquid skimmed milk 81.00 4.30 6.50 0.80 5.00 117.00 87.50 3.20 4.10 0.80 4.40 67.00 86.80 3.30 4.50 0.80 4.60 72.00 92.10 2.50 0.10 0.70 4.60 29.00

no 1 Moisture (gm) 2 Protein (gm) 3 Fat (gm) 4 Minerals (gm) 5 Carbohydrates (gm) 6 Energy calories (kcal)

7 8 9

Calcium (mg) Phosphorus (mg) Iron (mg)

210.00 120.00 170.00 130.00 90.00 120.00 0.20 0.20 0.30

120.00 90.00 0.20

Indian Buffaloes: (Dairy business Directory 1996) Buffaloes are classified into two categories; 1) Reverie (depending upon variation in their habitat & genome) 2) Swamp Swamp buffaloes: - 48 chromosomes South East Asian countries Stocky animals, marshy land habitat

CURRENT TRENDS
FIELD OPERATION The Field Operation activities begin with organization of Dairy Cooperative Societies in the rural areas and end with milk transportation to the dairy dock. The basic Field Operations include:-

 Organization of Dairy Co-operative Societies on 'Anand' pattern. Organizing milk producers farmers' training programs for formation of co-operatives, awareness to co-operative principles & milk production enhancement techniques etc. Procurement and transportation arrangement of milk. Providing Technical Input services to the milk producer farmers for milk production enhancement such as Animal Health Care (First Aid & Emergency), Artificial Insemination, Balanced Cattle feed and improved fodder seed etc.

Preference to economically weaker sections, small & marginal farmers, scheduled caste / tribe categories in various activities. PLANT OPERATION The plant operation activities begin with receipt of milk at the Chilling Centre / Dairy Dock and end with dispatch of milk & milk products for distribution. The basic activities of Plant Operations include:-

1. Reception of milk at Chilling Centre / Dairy Dock. 2. Testing of milk. 3. Milk Pasteurization

4. Milk Chilling 5. Milk Packing 6. Manufacturing & packing of Main products like Ghee, SMP, and White Butter & Table Butter. 7. Manufacturing & packing of indigenous products like Shrikhand, Lassi, Peda, Salted & Plain Butter Milk, and Flavored Milk etc. 8. Storage of products

MARKETING DEPARTMENT The Marketing Activities at the Milk Unions/MPCDF can be summarized here under:1.Marketing of different types of milk in different pack sizes (Full Cream Milk, Standard Milk, Toned Milk, Double Toned Milk, Skimmed Milk etc.) under the brand name "Sanchi". 2. Marketing of Indigenous fresh milk products (Ghee, Flavored Milk, Butter Milk, Shreekhand, Sweet Curd, Mattha, Dahi,

Lassi, Peda, Chakka, Mawa, Paneer etc.) under the brand name "Sanchi" within the state. 3. Sales Promotion and advertising 4. Sale of surplus milk to the other cooperative Milk Unions under the State Milk Grid (SMG) and to other Cooperative Organizations / Milk Unions outside the state under the National Milk Grid (NMG). 5. Marketing of Ghee, Skimmed Milk Powder (SMP) and Table Butter under the brand name "Sneha" by MPCDF (products manufactured by the Milk Unions) outside the state. 6. Consumer Awareness about Pasteurization of milk, "Quality" and "Hygiene" aspects of "Sanchi" milk and milk products.

7. Distribution System for liquid milk and milk products in the towns. 8. Tapping new areas and townships for sales coverage. 9. Organizing campaigns against adulterated milk.

The marketing department at the sangh is headed by superintendent. There are two superintendents (city supply) and other is marketing superintendent (out of city supply).

MARKETING EXECUTIVE

Marketing superintendent (City supply)

Marketing superintendent (Out of city supply)

(Five route supervision)

(Tow route supervision)

DISTRIBUTION CHANNEL

The Gwalior dairy is primarily a liquid milk unit. Surplus fat and SNF, when available are converted into Ghee, White Butter and SMP. The SMP milk manufacture is mainly used internally for recognition. The dairy has also produced small quantities of Shree Khand flavored milk and butter which are sold through dairy booth and parlors.

By the end of 31st March 2003 there were 532 retail outlets for marketing liquids milk and two agencies which are responsible for the delivery of Ghee and SMP to retailed dugdh sangh has one level distribution channels are the liquid milk and product which appropriate because liquid milk is perishable goods its duration life is very shorts and GDS apply two level distribution channel for the Ghee and SMP that, duration life is long comparatively.

MARKETING CHANNEL

One level (for liquid milk)

two level (for other products)

GDS (Producer)

GDS (Producer)

Retailer

Whole Seller or Agency

Consumers

Retailers

Consumers

SANCHIS MILK PRODUCTS

Sanchi Smart Double Tonned Milk Sanchi health is pasteurized double toned milk. Contains 1.5% fat and 9% solid not fat (SNF). It is homogenized milk which contains proteins, minerals and vitamins. Ideal milk (with less fat) for health conscious persons. Available in 500 ml and 200 ml pouches in Ujjain, Bhopal, Gwalior, Indore and Jabalpur milk shed area.

Sanchi Taza Tonned Milk Pasteurized and homogenized toned milk. Contains 3% and 8.5% solid not fat (SNF). It is balanced milk suitable for every age group. Available in 200 ml, 500 ml and 1000 ml pouches in Ujjain, Bhopal, Indore, Gwalior & Jabalpur milk shed area

Sanchi Shakti Standardized Milk Sanchi Shakti is pasteurized Standard Milk. Contains 4.5% fat and 8.5% solid not fat (SNF). It contains proteins, minerals and vitamins. Ideal milk tea, curd and other homemade sweets. Available in 500 ml pouches in Ujjain, Bhopal, Gwalior Jabalpur and Indore milk shed area.

Sanchi Gold High Fat Milk Sanchi health is pasteurized full cream milk Contains 6% and 9% solid not fat (SNF). It has high nutritive value with body building proteins, bone forming minerals and vitamins. Available in 500 ml and 1000 ml pouches in Ujjain, Bhopal, Indore, Gwalior & Jabalpur milk shed area.

Sanchi Urja Double Tonned Flavored Milk Double toned sterilized flavored milk Free from micro organism harmful to consumer health. Under packed conditions, does not need refrigerated storage. No formation of cream layer due to homogenization. Permitted fruit flavors / essences together with permitted (matching) colors and sugar are used Available in 200 ml glass bottles and poly packs. Manufactured and sold by Bhopal, Indore, Ujjain, Gwalior & Jabalpur Sahakari Dugdha Sangh from their exclusive milk parlors in towns and other agencies

Sanchi Shrikhand Semi-soft, sweetish-sour, whole milk product prepared by traditional method from lactic fermented curd The chakka is mixed with required amount of sugar and natural cardamom It is available in 100gm and 500 gm plastic cups. Manufactured and sold by Bhopal, Indore, Jabalpur, Ujjain and Gwalior Sahakari Dugdha Sanghs from their exclusive milk parlors in towns/railway station and other agencies Shelf life is 3 days when stored under refrigeration A delicious substitute for food when away from home and during fasting

Sanchi Lassi A delicious dairy product made from fresh milk and prepared from whole milk contains sugar and permitted flavor. Sanchi lassi contains appreciable amount of milk protein and phospholipids and an excellent beverage for quenching thirst. It is available in 200 ml plastic glasses. Manufactured and sold by Bhopal, Indore, Jabalpur, Ujjain and Gwalior Sahakari Dugdha Sanghs from their exclusive milk parlors in towns/railway station and other agencies Shelf life is 3 days when stored under refrigeration Drink to get sweetish sour mouth licking taste Sanchi Butter Milk (Mattha) Good beverage for quenching thirst by reason of its lactic acidity. Contains zeera, black pepper, salt to give it a nutritious value. It has nutritious values and therapeutic properties It is available in 200 ml poly pack. Manufactured and sold by Bhopal, Indore, Jabalpur, Ujjain and Gwalior Sahakari Dugdha Sanghs from their exclusive milk parlors in towns/railway station and other agencies Shelf life is 2 days when stored under refrigeration

Quench your thirst with salt and spice

Sanchi/Sneha Ghee

 Richest source of milk fat, prepared from direct heating of milk cream usually obtained by normal separation of milk. It has fine Grains, and good keeping qualities. Good source of Vitamin A,D,E & K Available in duplex refill packs of 200 ml, 500 ml, 1liter, 5 liter tin / jar, 15 liter tin / jar . Manufactured and sold by Bhopal, Indore, Jabalpur, Ujjain and Gwalior Sahakari Dugdha Sanghs from their exclusive milk parlors in towns/railway station and other agencies Best before 180 days. Sanchi sneha Skimmed Milk Powder Spray dried, instantly soluble milk powder obtained from the skim milk of cow or buffalo milk by removal of water. An ideal dietary supplement for low calories and high protein diet. Can be conveniently used for making tea, coffee, curd (dahi), chenna, lassi, pudding and other milk based sweets Available in 200 gm, 500 gm, duplex refill packs and 25 Kg bags. Manufactured and sold by Indore and Gwalior Sahakari Dugdha Sanghs from their exclusive milk parlors in towns and other agencies Best before 180 days.

Most ideal instant soluble dry milk to be at your home. Bake or make

ice-cream, tea or sweet meat

Sneha Table butter

 A fat concentrate, obtained by churning of cream gathered from fresh milk of cow & buffalo Has a creamy pleasant delicate aroma. salt and permitted butter colors are also added to give rich especially tailored to Indian taste Can be used as spreading on bread , toppings on parathas , rotis , puris , and other foods It is ideal in backing and cooking and to spread on bread Available in 200 gm & 500 gm duplex refill packs. Best before 180 days.

Matches the brand leader in quality and taste

Shelf life 12 months when stored under refrigeration at minus 24oC temperature.

MANUFACTURERING INDUSTRY IN GWALIOR

ORGANISATIONAL PROFILE GWALIOR SAHAKARI DUGDH SANGH MARYADIT Add: - Gola Ka Mandir, Residency Road, Gwalior (M.P.) Ph. No. 0751-2365523 (G.M.), 0751-2368107 (Mrtg.) Fax No. 0751-2366981 E-mail: mpedfgwl@sancharnet.in Website: www.mpcdf.nic.in Gwalior Sahakari Dugdh is registered on 4th July 1983 under M.P. Cooperative Society Act 1960.IT Is ISO certified company The Government milk supply scheme was a department of the government of Madhya Pradesh Catering to the requirement of milk product of the city of Gwalior. In yearly 1970 the Government of Madhya Pradesh had initiated cooperative dairying as the model of Dairy development in the state and financial assistance from the World Bank (IDA) was obtained in 1975.

The Madhya Pradesh state Dairy development corporation was set-up as the implementing agency for this programs in 1983 this function was handling over to the Madhya Pradesh State Co-operation Dairy Filtration when the state was covered under the operation food program. District level established the dairy plant namely Indore, Bhopal, Ujjain, Sagar, Jabalpur, Raipur and Gwalior.

Gwalior Sahakari Dugdh Sangh is having sophisticated milk plant with new technology at Banmor Industrial Area, District Morena New Dairy Plant was established in the year 1987 and collecting milk from farmers of registered 450 primary milk cooperative society situated in the milk shed area of Gwalior Dugdh Sangh include Gwalior, Datia, Shivpuri, Bhind, Morena and Sheopurkalan etc.

The union has location advantage as the dairy plant is situated in midest of Bhind, Morena district. The estimated agglomerated. Population in the urban area of the milk shed is around 11 lacks. The strategy advantage of the main dairy plant lays its proximity and accessibility through the national highway to the large market of the metropolis of Agra, Delhi and the surrounding area.

GWALIOR SAHAKARI DUGDH SANGH (GDS) Address Districts Covered Processing Capacity Drying Capacity Dairy Plant / Chilling Centers / IMC Units Cattle feed Factory Integrated Dairy Development Project Women Dairy Development Project Clean Milk Production Project Gola Ka Mandir, Gwalior Gwalior, Bhind, Morena, Shivpuri, Datia, Sheopur 2.00 Lac Liter/Day 10 MT/Day Banmore (Morena), Mehgaon, Daboh, Sheopur, Shivpuri, Datia, Dabra Sheopur

Morena

Gwalior, Bhind, Morena, Datia Various type of liquid milk, Ghee, Skimmed

Products

Milk Powder, White Butter, Shrikhand, Lassi, Peda, Flavored Milk, Butter Milk, Paneer, Curd, Ice-cream

1. COOPERATIVE CHIEF EXECUTIVE OFFICER

GWALIOR SAHAKARI DUGDH SANGH MARYADIT, GWALIOR (M.P.)

Chief Executive Officer Field operation (A.G.M.) Marketing (A.G.M.) Manager Plant & Operation Head MIS Finance (A.G.M.)

: Mr. S.K. Singh Gaur : Mr.Dr.N.L.Tyagi : : Mr. D.P. SINGH

Mr. D.D. BATNAGAR : : : : : : Mr. S. S. Ali Mr. K.S. SHARAMA Mr. MAHESHWARI MIS. SHIKA DUBE

ADMINISTRATIVE (MANAGER) PRODUCTION OFFICER PURCHASE DEPARTMENT QUALITY CONTROL

Mr. RAJIV TOMAR

Mr. C.P. SINGH

CHAPTER-2 TOPIC INTRODUCTION

CUSTOMER SATISFACTION
A customer satisfaction is the most important visitor on our premises. He is now dependent in us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving an opportunity to do so. In market economy, the clich the customer is well known and never failing in its veracity. Tam purpose is customer satisfaction to a degree threats his/her expectations are to be not only met but also exceeded. So delight customer. Edwardss deming said so that he/she continues to do repeat business with the organization. Customer satisfaction should be the primary driving force of most of the TQM initiatives. The business, in is said by sir Richard Green bury, chairman, Marks & Spencer: we do not need financial pundits to tell us how to run our business, we have customers who tell us. yoshiro Olishima, General manager, Minolta said: the customer prizes are the ones that count. By the above discussion it is clear that business cannot survive without satisfied customer. Yet in many companies, only a small proportion of management effort is spent on customers. World over those companies who have prospered by aligning the business around customer needs. Plan to spend more time this way, attracting customers today is very tough. Losing them is disastrous. Just satisfying the customers may not be enough. The competitive edge would only come from customer delight. So we can say that satisfaction as an overall evolution based on total consumption & experience or it is an aggregate level of measurement

capturing a consumers overall or global satisfaction with a product & services. IMPACT OF DEMOGRAPHY (SANCHI PRODUCTS) ON CUSTOMER SATISFACTION SANCHI PRODUCTS

A name, term, sign, symbol or design or a combination of them, intended to identify the goods or services of one seller or group of sellers and to differentiate them from

Those of competitors. We can say sanchi products is fantastic brand in market mostly household use in daily life because it is cheaf & tasty and 100% pure

COMPETITORS There are so many competitors of sanchi AMUL NOVA PARAS MOHANBHOG DWARICA

Mother dairy

Consumers tend to make purchasing decisions based on peer recommendations and direct experience, as well as traditional advertising method. This is why it is necessary to build brand awareness strategies out by instilling trust among consumers. We know sanchi is a brand according to customer other ghee are not 100% pure and more tasty and cheaper then Sanchi One more feature of sanchi products that it is made by pure milk & by scientific method so it is more preferable by customer I did survey in the market and find in GWALIOR MOSTLY people is consume sanchi products. Competitors use different strategies for attracting the customers like discount, packaging, lower price etc. SANCHI also providing many facilities to customers.

CHAPTER -3 RESEARCH METHODOLOGY

OBJECTIVES OF STUDY
1. To study customer satisfaction of sanchi product

2. Analysis the responsiveness &organization towards customers

3. Analysis the quality and performance of sanchi products

4. You evaluate the competitiveness of sanchi products

5. You analyze the overall performance of sanchi

RESEARCH DESIGN
The Problem discovery is an incomplete process, if it is done without looking of marketing Research design. Here for research purpose descriptive study is done as we have relevant information but the problem is to describe the relationships between marketing problem and the available information.

SCOPE OF THE STUDY

A strong focus on customer satisfaction will help companies to unshackle of in grained customer expectation themselves from the constraints

Customer satisfaction research helps companies to develop the products quality It helps in promotion decisions marketing mix decisions It is necessary for market targeting It is help full tool in analysis customer feed back thats useful in product modification and other

HYPOTHESIS
1. There is significant impact of age on customer satisfaction 2. There is significant impact of gender on customer satisfaction 3. there is significant impact of responsiveness on customer satisfaction 4. There is significant impact of professionalism technical support on customer satisfaction 5. There is significant impact of quality on customer satisfaction 6. There is significant impact of overall performance of sanchi products on customer satisfaction

DATA COLLECTION
The task of data collections begins after a research problem has been defined and research design is chalked out. First of all we should analyses two types of data. Primary data- this is the data collocated a fresh and for the first time. And thus happen to be original in character for the purpose of research. investigation at hand there are various methods of collecting primary data such as Observation methods Interview method Method of questionnaire Through schedules etc. I have selected questionnaire method collection the primary data. 2- Secondary data This is the data collected usually start their investigation by examining secondary data to see whether their problems could problems could partly or wholly is solved without collecting costly primary data Secondary data provide starting points for research and offers by advantage of low and ready availability. Secondary data can be collected from various sourced like. Internal sources Govt. publications Periodical and journals Commercial data

 Books, magazine and newspapers Telephones & internet

SAMPLE SIZE
30Respondents.

RESEARCH APPROACH
Survey

DATA
Primary& secondary both data are use

TYPES OF RESEARCH
Sample was taken randomly

RESEARCH INSTRUMENT
The instrument used was customer satisfaction questionnaire

ANALYSIS TOOLS USED

T-TEST&ANNOVA

Review of Literature
Customer Satisfaction: a comparative analysis of Public and Private Sector Banks Sangeeta Aurora & Minakshi Malhotra
The volatility and competition in the financial markets have shaken the Indian banking Industry from its very roots. In order to survive in the present day world of intense competition, the banking sector has transcended the normal banking activities and has diversified into insurance, merchant banking, factoring, and advisory services, to name a few. Added to this, is the idea of customer satisfaction which is gaining momentum by leaps and bounds. Keeping these factors in mind, a comparative analysis of satisfaction level of public and private sector banks customers is carried out with a purpose of helping the bank management to formulate marketing strategies to lure customers towards them and hence increase customer base.

Protection of Consumers Rights in Bangladesh: Issues and Challenges Mohammed Suleiman & A.R. Belal
This paper examines the process of consumers protection in Bangladesh. The measure/mechanism used for the protection of consumers rights, such as, legal measures, role of voluntary

Organizations and press media have been discussed in great detail. A questionnaire survey as carried out to assess the effectiveness of the measures/mechanisms. The results indicates that legal protection and role of consumers groups play a satisfactory role (to some extent) to protect consumers rights in Bangladesh while other measures seem to be ineffective. The study makes a number of recommendations for the development of healthy consumer culture in Bangladesh. The paper concludes by emphasizing that a coordinated approach is required to solve the problem of consumer exploitation in Bangladesh. In this regard, all the concerned parties, such as consumers, marketers, manufacturers, policy makers, government, voluntary organizations and press media, should take a pro-active role to help development of consumerism in Bangladesh.

Attributes Influencing Entrepreneurial Behavior of Milk Producers in Women Dairy Cooperatives Deepti Saxena & Hema Tripathi
The study was conducted in 10 women dairy cooperative (WDCS) of Faridpur block of Bareilly District, U.P. which were covered under Bareilly Dugdh Utpadak Sahkari Sangh Ltd. (BDUSSL). The data were collected on 11 independent variables and one dependent variable i.e. entrepreneurial behavioral through personal interview schedule administered on randomly selected 150 women members. The findings revealed that family education status, attitude towards self employment, attitude towards income generation, herd size, milk production, milk marketing, income from dairy enterprise and extent of facilities available were found positively and significantly correlated with entrepreneurial

behavior (EB) of rural women. Negative but highly significant relationship was found between entrepreneurial behavior and milk consumed at home. Age, credit availability had non-significant relationship with entrepreneurial behavior of rural women. The regression analysis explained 63.59 percent variability in entrepreneurial behavior due to milk marketing followed by extent of facilities available.

LIMITATIONS OF STUDY
Limitation of the present study can be summarized below

The respondents were limited and cannot be treated as the whole population. The respondents may be biased. Time was the major constraint. The accuracy of indications given by the respondents may not be considered adequate. Due to language problem it is possible that the respondents are not able to understand the questionnaire and can cause misleading results.

SIGNIFICANCE OF THE STUDY

The organization should emphasize on effective advertisement. The organization should start its automatic milk parlor like Mother Dairy in Delhi. The sangh should give more stress to product and advertisement through local cable T.V., News Papers, FM Radio, Hoardings, Pamphlets, Personnel Selling and Small Samples given by company to their customers. The Dugdh Sangh should provide the complaint box at the parlor, if the customers have any problem about the products quality, services, price and satisfaction than written complaint drop in to the complaint box at the parlor. The Dugdh Sangh provides the proper delivery of the products in parlor at time to time. The Dugdh Sangh should be kept in mind the main motive is customer satisfaction The Dugdh Sangh should get the feedback of the products and their services to the customer time to time. The Marketing strategy is more effective and flexible. The Dugdh Sangh should invite consumers opinion, their suggestion, complaints to make possible positive changes in brand or product. SANCHI should decrease Ghee price There should be more sanchi outlets in market

 Delivery process should be in proper manner Advertisement should be increase in different areas.

CHAPTER-4
DATA INTERPRETATION AND ANALYSIS

1. Satisfaction of customers towards the price of SANCHI Products?

Very satisfy Satisfy Dissatisfy Very dissatisfy

65% 20% 10% 5%

70% 60% 50% 40% 30% 20% 10% 0% very satisf y satisf y dis satisf y very dis satis f y
Series1

Interpretation it is clear that by above graph a big part of consumer

is satisfied by SANCHI price. Some people also dissatisfied by its price, but it are negligible.

2. Satisfaction of customers about the Performance of SANCHI Services?

Very satisfy Satisfy Dissatisfy Very dissatisfy

44% 40% 13% 3%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% very satisf y satisf y dis satisf y very dis satisf y
Series1

Interpretation - By above graph it is clear that the Performance of

SANCHI Products is also good.

3. Service satisfaction of SANCHI Products?

Very satisfy Satisfy Dissatisfy Very dissatisfy

63% 17% 14% 6%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% very satisfy satisfy dis satisfy very dis satisfy

Series1

Interpretation By above graph it is also clear that there are very

good level of service satisfaction of customer towards the SANCHI Products we get.

4. Customer satisfaction about the Brand Image of SANCHI Products?

Very satisfy Satisfy Dissatisfy Very dissatisfy

70% 20% 9% 1%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% very satisfy satisfy dis satisfy very dis satisfy

Series1

Interpretation Here we also find a good level of Brand image

satisfaction of SANCHI Products.

5. Customer satisfaction from Promotion scheme of SANCHI Products?

Very satisfy Satisfy Dissatisfy Very Dissatisfy

19% 38% 23% 20%

40% 35% 30% 25% 20% 15% 10% 5% 0% very satisf y satisf y dis satisf y very dis satisf y
Series1

Interpretation Here we also get a good response of customers

towards the Promotion scheme of SANCHI Products, but in comparison 80% of other here we get few less response of customers. 70%
60% 50% 40% 30% 20% 10% 0% very satisf y satisf y not satisf y dis satisf y very dis satisf y
Series1

6. Satisfaction about the maintenance of SANCHI Products?

Very satisfy Satisfy Dissatisfy Very dissatisfy

48% 27% 12% 13%

60% 50% 40% 30% 20% 10% 0% very satisfy satisf y dis satisfy very dis satisfy
Series1

Interpretation As per the above description at this topic we also get

a good response of customer towards the maintenance of SANCHI Products. There are many customers we are talking and get a very good response about the SANCHI Products Maintenance.

7. Customer satisfaction about the Benefits of SANCHI Products?

aVery satisfy Satisfy

44% 31% 13% 12%

50 Dissatisfy%
Very dissatisfy 40%

30% 20% 10% 0% v e r y s a tis fy a tis fy d is s a tis fyv e r y d is s s a tis fy

S e r ie s 1

Interpretation
good.

it is also clear that by above chart the level of

customer among the Benefits of buying SANCHI Products is also very

CHAPTER 5 FINDING SUGGESTION AND ANALYSIS

FINDING
During the Summer project different views of consumers are found, today consumers are very aware about the purchasing phenomenon, they not only look quality, price, service, total satisfaction and promotional scheme but also brand name because these factors are impact on the customers mind. Especially the quality and price are very much impact on the consumers mind.

On the basis of data analysis it is clear that local vendor dominate others. 1. After survey we find that the private vender has captured much area

the market. 2. 3. Some people are not aware of Sanchis Brands. Those people who like a quality they are purchase only branded

products just like Sanchis products. 4. Price of Sanchis products is higher than the local vendors and local

dairy etc. 5. not. 6. Some people dont believe on Sanchi. They believe only on local Sometimes they think that it is poly packed, so whether it is pure or

brand or local venders. 7. some times availability. sanchi products also not delivered properly lack of

SUGGESTIONS
Company should continue with different schemes, which would Be customers as well as dealer friendly.

The company should have a provision for better service after sale.

Company should introduce new features in any product which make it different from others.

Company should establish more focus on rural area.

Company should give focus on free home delivery.

Company should update there product quality according to customer need and feedback.

Company should introduce new and attractive offers to there customers.

BIBLIOGRAPHY

Text Book

Marketing Management Research Methodology Brand Management Marketing Management : : :

Philip Kotler

C. R. Kothari Y. L. R. Murthi Dr. RAJAN SAXENA

News Papers & Catalogue

Dainik Bhaskar Nai Duniya Product Catalogue Business & economics.

Web Site

www.mpcdf.nic.in

WWW.google.com www.wikipedia.com www.yahoo.com

QUESTIONNAIRE
I am .. I am doing MBA from G.I.T.M., GWALIOR I am making a Project report on the CUSTOMER SATISFACTION OF SANCHI PRODUCTS. So for this purpose, I want following information. So kindly provide me following information. Personal information NAME- ____________________________

SEX-

AGE- 0-20YEARS 20-30 YEARS 30-40 YEARS ABOVE 40 YEARS OccupationProfessional Businessman Employee Other Monthly Income- Below 5,000 5,000 to 10,000 Above 10,000

1- Do you have any VODAFONE products? Yes No If yes please mention the name of service______________ 2- Do you have any other product of different company? Yes No If yes, please mention the name of product ___________ 4- Please indicate your level of satisfaction while using the SANCHI product on the basis of following factor-:

VS A- PRICE B- PERFORMANCE C- SERVICE D- BRAND IMAGE E- PROMOTION SCHEME F- MAINTENANCE G- BENEFITS

DS

VDS

5-Do you want purchases any other product of same company? Yes No

6-Do you want to give suggestion to improve quality of SANCHI product? _______________________________________________

(SIGNATURE)