A STUDY ON CUSTOMER SATISFACTION OF TIRUMALA

DIARY PRODUCTS AND SERVICES.

Management Research Project
Submitted
By
K.RAMESH
12251520



Under the guidance of
Dr K. A .Udaya Shankar
Associate Professor
KLU Business School

In partial fulfilment of the requirements of
MBA Program (Class of 2012-2014)

CERTIFICATE


This is to certify that this Project Work entitled A STUDY ON CUSTOMER
SATISFACTION OF TIRUMALA DIARY PRODUCTS AND SERVICES is a bonafide
work carried out by KODURI.RAMESH with Reg.no.12251520, MBA - KLUBS
for the Partial fulfilment of the requirements for the award of degree in Master of
Business Administration in the Year 2013-2014.



KODURI.RAMESH Dr A.Udaya Shankar
Management student Faculty guide
Associate Professor
KLUBS






DECLARATION


I, KODURI.RAMESH, Management student KLUBS, do hereby declare that this
Project Work titled A STUDY ON CUSTOMER SATISFACTION OF TIRUMALA
DIARY PRODUCTS AND SERVICES is a bonafide work done by me under the
supervision of Dr .A.Udaya Shankar, Associate Professor, KLUBS.I also
declare that this study report is a part of my MBA curriculum and I have not
submitted this report partially or fully for the award of any degree or diploma
elsewhere.



K.RAMESH
12251520





TABLE OF CONTENTS

Chapter No.

Particulars

Page No.





1.





2.






3.





LIST OF TABLES

LIST OF CHARTS

INTRODUCTION

1.1 Industry Profile
1.2 Company Profile

OBJECTIVES, SCOPE AND LIMITATIONS OF
THE STUDY

2.1 Objectives of the study
2.2 Scope of the study
2.3 Limitations of the study

RESEARCH METHODOLOGY

3.1 Research Design
3.2 Population Size
3.3 Data Source
3.4 Analysis and Interpretation

DATA ANALYSIS AND INTERPRETATION

4.1 Analysis of the Data
4.2 Weighted Average







1
4




10
11
12



13
13
14



4.




5.







RESULTS AND DISCUSSIONS

5.1 Findings
5.2 Suggestions
5.3 Conclusions

APPENDIX

REFERENCES

14



15
48



50
53
54








Table. No.

Particulars

Page No.


1

2

3

4


5

6


7


8

9

10




Highly involved in their work

Ability to manage my their own work

Others cooperate to get work done

Members have good interpersonal
relationship

Employee consulted on important maters

Effective utilization of skills and abilities by
the company

Capabilities are viewed as important source of
competitive advantage

Work related suggestions are valued

The organization values diversity

Organization has clear and consistent set of
values

While disagreements occurs employee work
hard to achieve solutions


15

17

19

20


21

22


23


24

25

27


11


12


13


14


15


16





17


18


Easy for the employee to reach consensus
even on difficult issues

Feel happy to work with people from other
parts of the organization also

Its easy for me to coordinate with different
departments of the organization

Employee respond well to the organizational
change

Employees continually adopt new and
improved ways to do work




Companys current activities reflect a strong
focus on clients.

Employees given a real opportunity to
improve their skills in the organization

Employees view failure as an opportunity for
learning and improvement

Organization has clear mission that gives
meaning and direction to their work
28


29


30


31


33


35





36


37


19


20


21


22


23


24


25


26




Employees are clear with organization long-
term purpose and direction

Employees have clear idea about my
companys goal

Employees continuously track their progress
against the stated goal

Employees have shared vision about the
future of organization

Organizations vision creates motivation for
the employees

Opinion about the organizational factors with
respect to employees behavioral aspects

38


39


41


42


43


45


46


48










Chart .No.

Particulars

Page No.


1

2

3

4


5


6


Highly involved in their work

Ability to manage my their own work

The organization values diversity

Employee respond well to the organizational
change

Employees continually adopt new and
improved ways to do work

Organization has clear mission that gives
meaning and direction to their work


16

18

26

33


35


40


7


8





Employees continuously track their progress
against the stated goal

Organizations vision creates motivation for the
employees


44


47