A

PROJECT REPORT
ON
A STUDY ON CUSTOMER SATISFACTION AND SERVICE
ANALYSIS
FOR
______________________________________________
BY
_____________________________________________
UNDER THE GUIDANCE OF
___________________________________
SUBMITTED TO
UNIVERSITY OF PUNE
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD
OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (M.B.A.)
THROUGH
______________________ INSTITUTE OF MANAGEMENT
PUNE-48

DECLARATION
I,

the

undersigned,

hereby

declare

that

the

project

entitled

__________________________________ written and submitted by me to

the university of Pune, in the partial fulfillment of requirement For the award
of degree of Master of Business administration under the guidance of
_________________________ is my original work and conclusion there in
are based on the material collected by myself.

Place: Pune
Date:

Name:

CERTIFICATE

This is to certify that the project Report entitled ___________________

which is being submitted herewith for the award of the degree of Master of
Business Administration of university of pune, is the result of the original
research work completed by __________________ under my supervision
and guidance and to the best of my knowledge and belief the work embodied
in this project report has not formed earlier the basis for the award of any
degree or similar title of this or any other university or examining body.

Place
Date

Name:

ACKNOWLEDGEMENT
I would like to express my heartiest gratitude to _________________ (HR
Executive) ______________, Pune for giving opportunity to associate myself
to the worlds largest producer of two Wheeler Company and to carry out my
project

title

______________________________________________________________
____________________.
I am sincerely thankful to __________________ (_________________)
and _________________ (_________________) under whose guidance I have
successfully completed this project and time spend with him is great learning
experience.
I would also give to special thanks to ______________________
(___________) for his valuable suggestion, guidance and advice in brining out
this project report and my sincere thanks to all the staff and member of Nirmal
Agros, ___________.
I am grateful to ____________, Director of ___________ Institute of
management and for prof. _______________ for their guidance in this study.
_____________________
MBA II
2009-11

INDEX

Sr. No.

Chapter No. And Name

Executive Summary

Company Profile

Objectives of the study

Research Methodology

Data Analysis

Findings

Suggestions & Conclusions

Limitations

Bibliography

Page No.

List of Tables
Table no: 1
Table no: 2
Table no: 3
Table no: 4
Table no: 5
Table no: 6
Table no: 7
Table no: 8
Table no: 9
Table no: 10

List of Figures

Figure no.1 Organization Chart

Figure no.2 Organization Chart of Nirmal Agro

CHAPTER- I
EXECUTIVE SUMMARY

Executive Summary:Customer satisfaction is the key to success. Getting your customers to tell you
what is good about your product or services and where you need improvement
helps you to ensure that your business measures up to their expectations. The
attached file contains a customer satisfaction survey from designed to help you
gather this important information it was designed to make it easy for customer
to fill out & to make it easy for you to quickly customize to exactly match
your companys activities. It also includes suggestions for distributing the
form, ensuring that customer will return the form and following up on
comments.

This report is based on the topic Study and analysis of customer

satisfaction for Nirman Fertilizers pvt ltd

The reason for a business firm to come into being is the existence of a
customer who has unfilled needs and wants. Nirman fertilizer Pvt Ltd has
advantage of having the widest product range in all market segments in which
it operates, putting itself in a unique position of providing just product, but the
best solution to their customer thus fulfilling the unfilled needs. Nirman
fertilizer Pvt. Ltd. keeps itself abreast of the new and emerging technologies
and adopting them to deliver high quality and high performance vehicles to
their end customers. Customer satisfaction has been conceptualized in several
ways.
Consumer satisfaction is result of confirmation of expectation. Nirman
fertilizer Pvt. Ltd. has been focusing on the improvement & Excellency in
9

processes, which it uses to satisfy there to accomplish, this it has focused on

improving customer-orientation and value chain integration. Thus meeting of
customer expectation. So this Project aims exactly on this aspect i.e. to know
the customer satisfaction level through primary data, to study the process
followed for customer satisfaction improvement and to suggest some new
means of customer satisfaction improvement.
As the customers are treated as king of todays business world so
its mandatory to see that our customer kings are satisfied or not. Hence the
study is carried on Customer satisfaction. So whatever services are provided
to the customer, his satisfaction is a must, otherwise within no time the
Company will lose its customers. In the present scenario the industry has
given utmost importance of doing particular task at fastest time.

10

CHAPTER-II
COMPANY PROFILE

11

Our Vision
Offering modern farming solutions and nourishing crops with the right blend
of agro-inputs.

Our Mission
At the heart of our thrust on sustainable development in Indian Agriculture is
the simple thought of mission, ensuring a better quality of life for all, now and
for generations to come

About The Company

Nirman Fertilizers Pvt. Ltd., a strategic unit of Nirman Group has a mega
Greenfield site at Borgaon Manju in Akola District of Maharashtra. We have
expanded our manufacturing unit at Amravati in Maharashtra and Anantpur
District in Andhra Pradesh. Uncompromised quality, higher volumes,
profitable growth, well-timed expansions, these are just few of the words that
describe the journey of Nirman Fertilizers Pvt. Ltd. since the very day of its
inception.
We are into the business of manufacturing of micro nutrients and secondary
nutrients with other nutritional products for plants. We have started our
activity by manufacturing small range secondary nutrients - soil conditioner
for plants and then diversified into mineral additives, for the agricultural use.
The products were immediately accepted by the farmers and slowly it became
the brand leader in the field of plant nutrition with a range of products. We
have expanded our product line to include value added water soluble
complexes of Nitrogen (N), Phosphorous (P) and Potassium (K). As a part of
our product portfolio we also have value added product line to cover bio
pesticides, bio-fertilizers and farm sprayers.
Nirman Fertilizers has over the years, built its capabilities to finer market
factors like price volatility, speed and strategy, based not just on an analysis of
12

growth trends in the Indian economy but even deeper, on scale, resources,
technology

capability,

quality,

and

product

diversification.

Nirman Fertilizers is clearly focused on actively shaping a promising future in

a swiftly and dynamically changing world. We're building resilience to steer
ahead through a changing and challenging economy, focused on enriching,
nourishing and empowering lives

Products
SECONDARY NUTRIENT
o SOIL CONDITIONER
WATER SOLUBLE FERTILIZERS
o ACTIVA (NPK)
o CALNUTRI (CALCIUM NITRATE)
o SAFAL
o BORON PLUS
PLANT GROWTH PROMOTER
o PHOTON PLUS
o AMRUT
o LORD

13

FUNGICIDE
o BLUE BOND
o 7 STARS
o SULPHOSOL
STRAIGHT FERTILIZERS
o CHAMPION (MAGNESSIUM SULPHATE)
o ZORE (ZINC SULPHATE)
o FORCE (FERROUS SULPHATE)
o BORON PLUS
BIO-PESTICIDES (TO CONTROL LARVAE)
o ACHUK
o PRHAR
o HUNTER
o LEADER
o MARSHAL
o FINISH PLUS
14

o GUARD
MICRO NUTRIENTS
o GIFT (SOIL APPLICATION)
o BINGO (LIQUID)
o VARUN (FULLY CHELATED)
o RUDRA (PARTIALLY CHELATED)
o CHILLEX - 12 (CHELATED ZINC)
o CHILLEX - 12 (CHELATED FERROUS)
OTHER IMPORTANT PRODUCTS
o MAHARAJA (GRANULE & LIQUID)
o EXCELLENT
o CASH PLUS
o SUPERKIK
o FIRE
o STARTER
o BORDOSTAR
15

CHAPTER-III
OBJECTIVE

16

3.1 Objectives:-

1. The main purpose of the study is to know weather the customers are
satisfied with the services provided by Nirman Fertilizers pvt ltd.
2. To understand the behavior of the staff with customers.
3. To know weather service provided according to time and date or not.
4. To suggest measures to improve customer satisfaction and improve
quality of service.
5. To suggest new ideas, suggestion other than currently used in Nirmal
Agro to improve customer satisfaction.
6. To identify customer perceptions of key areas of weakness and key
area of strength.
7. To measure the prioritize areas where improvement will most affect
customer satisfaction.
8. Determine the level of customer satisfaction in the pesticide industry

17

3.2 Need Of the Project Work:-

1. Data collection required lot of time so by doing 2 months Survey

Company will know areas in which they should develop. So it saves lot
of time of company researcher.
2. It gives accurate results to organization which helps in taking future
decision and helps in forecasting.
3. Better understanding of problem area- In the light of secondary data
researcher can improve the researcher problem and may even change
some of his earlier ideas.

3.3 Significance of the Project Work:-

1. Company would get to know the customer satisfaction level for the
current year. Helpful in forecasting. In addition, knows areas of
improvement.
2. Knows other new techniques of customer satisfaction improvement
and the ways to implement them will help company in achieving still
higher customer satisfaction. It is less expensive mode of collection
data for organization point of view.

18

3.4 About the Study Customer Satisfaction

Customer satisfaction is the key to success. Getting your customers to tell
you whats good good about your product or services and where you need
improvement helps you to ensure that your business measures up to their
expectations. The attached file contains a customer satisfaction survey
from designed to help you gather this important information it was
designed to make it easy for customer to fill out & to make it easy for you
to quickly customize to exactly match your companys activities. It also
includes suggestions for distributing the form, ensuring that customer will
return the form and following up on comments.
The reason for a business firm to come into being is the existence of a
customer who has unfilled needs and wants. Nirmal Agro has advantage of
having the widest product range in all market segments in which it
operates, putting itself in a unique position of providing just product, but
the best economic solution to their customer thus fulfilling the unfilled
needs.

19

CHAPTER-IV
RESEARCH METHODOLOGY

20

4.1 Concept of Research:-

Research is an organized inquiry designed and carried out to provide

information for solving significant problem. Research process involves
defining and redefining problems, hypothesis formulation, organizing and
evaluating of data, deriving an implication and conclusions, after careful
testing. Research has its objective. It involves critical and exhaustive
investigation and experimentation by manipulating things, concepts or
symbols.

4.1.1 Features of Good Research Design:

A good research design has the following important features:

A precise statement of the research problem.

Data sources and data collection procedures.

Approaches to data analysis.

Resource constraints: time, cost, manpower.

4.1.2. Types of Data:

Primary Data

Secondary Data.
21

Primary Data:
Data that is collected for specific purpose at hand is called primary data. This
data is customized according to the needs of the researcher and focuses
exclusively on the current research problem. The collection of primary data is
costly and time consuming.
Some of the methods of primary data collection are as follows:

Observation.

Interviewing.

Questionnaire.

Secondary Data:
Secondary data may be defined as, data that has been collected earlier for
some purpose other than the purpose of the present study. Any data that is
available prior to the commencement of the research project is known as
secondary data. Therefore secondary data is also called as historical data.
Some of the examples of sources of secondary data are as follows: Company
available product related database, Organization chart, Product Records,
Internet, etc.

4.2 Research Instruments

The research instrument used was the Structured Questionnaire.
22

The questionnaire basically consisted of a set of questions that were presented

to the respondents for their answers. This was by far the best method used for
the collection of primary data. In the preparation of the questionnaire, care was
taken to see that the wording of the questions were as simple as possible and
would not cause any strain to the respondents in understanding or interpreting
of the questions. Also the flows of the questions have been kept in a logical
order as far as possible.
The questionnaire includes open end as well as closed end questions with
more emphasis on the closed ended questions. The primary aim or objective of
including the open-ended questions was to obtain the perceptions of the people
regarding the service provided by Nirmal Agro, their staff behavior and other.
This type of information was of vital importance to organization.

4.2.1. Sources of Data

Primary data is collected through survey of customer at solapur. The survey
is done with the help of questionnaires in which the questions were open
ended and close ended. Also by observation in automobile some data is
collected for the research.
Secondary data is through the website of the company and company records.

4.2.2 Sample Size

The total sample size is 150 customers from solapur.

4.2.3 Tools of Data Collection

23

The methodology for data collection used was survey method and the tools
used for survey were questionnaire and personal interview. Information was
gathered by interview with the customer in solapur cities through the
questionnaires which are open ended where they can answer the questions in
their own words and close ended where options are given to them to answer
the questions.

4.2.4 Statistical Tools Used For Data Analysis

Statistical tools to be used are tables, Pie Charts, percentage column used.

4.3 Research Methodology:-

Data source

Primary (field Survey)

Research area

Akola City.

Research approach

Survey Method

Research instrument

Questionnaire

Sample Plan

Personal Interview

Sample unit

Farmers

Sample Size

150 customers.

24

Data source
Data s
4.4 Scope of the study:-

The study covers the farmers using Nirmal Agro products in Akola city.

Helpful in forecasting.

Helpful in knowing weak spot of product.

Better understanding of problem area.

25

CHAPTER-V
DATA ANALYSIS

26

CHAPTER-VI
FINDINGS

CHAPTER-VII
SUGGESTIONS AND CONCLUSION

CHAPTER-VIII
27

LIMITATION OF THE STUDY

CHAPTER-IX
BIBLIOGRAPHY

28

Bibliography

REFERENCE BOOKS

1. Marketing Research

- P. Kotlar

2. Research Methodology

- Shailesh Kasande

WEBSITE

29

QUESTIONNAIRE

30