CHAPTER-1

CHAPTER- 1
1
1.1INTRODUCTION

The project is all about measuring the customer satisfaction in Rajan & Co. For the past few
years every company is trying to satisfy its customers. The emphasis is on ways of retaining
customers, then on attracting new customers. It is easy to attract new customers then to retain
old customers. So, companies are trying to focus on this aspect of customer's satisfaction.
This project work has been done to find out whether a customer is satisfied or dissatisfied, also
to measure the level of the customer satisfaction and provide this feedback to the company.
The first phase of the project involves the collection of information from the customers for
interpreting the characteristics based on which the customer feels satisfied or dissatisfied. This
information is collected by preparing a structured questionnaire. The questionnaire consists of
both open-ended and closed- ended questions. The questionnaire is designed in such a way that
a customer feels convenient to answer.
The collated information through the questionnaire is analyzed and presented in a statistical
form. The findings are listed and suggestions to solve problems faced have been given in the
suggestion part.

1.2 INDUSTRY PROFILE

Indian retail industry has emerged as one of the most dynamic and fast-paced industries due to
the entry of several new players. It accounts for over 10% of the country's gross domestic
product (GDP) and around eight% of the employment. India is the world's fifth-largest global
destination in the retail space. India ranked 73 in the United Nations Conference on Trade and
Development's Business-to-Consumer (B2C) E-commerce Index 2019. India is the world's fifth-
largest global destination in the retail space and ranked 63 in World Bank's Doing Business 2020.
India is the world's fifth-largest global destination in the retail space. In FDI Confidence Index.
India ranked 16 (after US, Canada, Germany, United Kingdom, China, Japan, France. Australia,
Switzerland, and Italy).
Going forward, surging demand for microwavable foods, rising trend of cookouts, and rising
waste generation will drive growth. Factors that could hinder the growth of the household
appliances market in the future include growth in online on demand laundry services, and high
cost of waste disposal units.

1.3 COMPANY PROFILE

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Rajan & Co is a leading Wholesaler/Retailer of Home Appliances and Consumer Durables in
Southern Tamilnadu located at Nagercoil. It was established in March 1996 at Nagercoil and has
been in this business for more than 23 years. They started our journey with a showroom in
Veppamoodu junction and presently we have a magnificent showroom in the heart of the town,
in front of SLB School at Court road in the year 2009 and very recently opened a showroom in
Marthandam. They are dealing in a lot of appliances for Home, Office, Industry and other
sectors.
They have a large number of big & small appliances and various consumer electronic items. Our
motto as to provide best products at a very competitive price and to provide satisfactory after
sales services to our Customers. Our sales team comprises more than 100 experienced staff
members and all of them are providing the best service to our valuable customers so that they
have a delightful experience while visiting our showroom. In short, it's a one stop destination for
experiencing the latest & revolutionary products in Consumer Durables Industry. They are
providing the seasonal offers during all festive seasons for specific home appliances as the need
in mind.
Rajan & Co is an authorised dealer of all leading brands in the world like LG, Samsung, Sony,
Panasonic, Intex, Voltas, Lloyd, O General, Hitachi, Carrier, Whirlpool Haier etc. We have almost
all home appliances like Televisions. Home theatre systems. Refrigerators, Washing Machines,
Air Conditioners, Fans. Air coolers, Mixer Grinder, house hold wet grinders, Cookers, Gas and
Induction stoves of all leading brands. In each category, they have a wide choice and for
instance, in the Television category, we have all renowned brands of LED, OLED and QLED TVs.
More over we deal with branded projectors, Home theatres, digital camerus, Laptops, and
Computers. They have Bajaj, HDB, Capital and HDFC financial facilities for consumers who like to
have the items as EMI
Our service staff has been providing the technical support for customer's products round the
clock for the past 23 years and our customers are delighted to have prompt & satisfactory
service of the products within the short period of time. They assure the prompt delivery of
products from our floor to your doorstep. Shop our products of best quality with ease. Rajan &
Co has made it very clear about end user's product and service quality. They have reduced the
variation and deviation of our product services for continual quality improvement and customer
satisfaction.

Slogan:
“Experience The Revolution”

3
Logo:

Vision
Vision is transforming the experience of shopping to create great pleasure for everyone, every
day. It has since grown in this region and extending branches across the district.

Mission
Mission is everything to reach you with ease at affordable price and make happy of our
customers.

1.3.1 Growth In Online on Demand Laundry Services

Increasing demand for online on demand laundry services is expected to restrain the market for
household washing machines in the forecast period. The on demand laundry services market is
expected to be aided by stable economic growth forecast in many developed and developing
countries. The International Monetary Fund (IMF) predicts that the global real GDP growth will
be 3.7% over 2019 and 2020, and 3.6% from 2021 to 2023. Additionally, emerging markets are
expected to continue to grow slightly faster than the developed markets in the forecast period.
For instance, China is forecast to register GDP growth of 6.2% in 2019. Stable economic growth,
increasing internet penetration, and rising disposable income coupled with hectic lifestyle of
individuals will lead to an increase to on demand laundry services. thereby decreasing the
market for household washing machines

1.3.2 Growing Popularity of Smart Home Appliances

The growing popularity of smart home appliances is a major trend in the market. Smart home
appliances are devices which are connected to other devices via the internet, and other
technologies such as Bluetooth, near field communication (NFC) and Wi-Fi. The increased

4
popularity of smart appliances can be attributed to the increased demand for smart homes, the
rise in internet and smartphone penetration, and energy efficiency initiatives. The rise of the
Internet of Things (IoT) technology also supports the development of smart appliances. Smart
appliances are generally more energy-efficient than their traditional counterparts. Currently,
various product categories such as washing machines, refrigerators, microwave ovens, and
coffee machines are available with smart and connected features. Owing to the growth in the
demand for smart home appliances, traditional appliance makers such as Whirlpool, Electrolux,
GE Appliances, Miele, and BSH have acquired significant capabilities and experience in the
smart appliance segment. In addition, technology companies such as Apple, Google, Microsoft,
Intel, Xiaomi, and Cisco, which are not known for producing appliances, are also entering this
segment. The global market for smart home appliances was estimated at about $32 billion in
2018 and is growing rapidly, supporting the overall household appliances market.

1.3.3 Premiumization of Household Appliances

Individuals (HNIs) as well as and young Upper-middle-class populations with high disposable
incomes are the major consumers of premium household appliances Global manufacturers sach
IG Electronics, Philips, Samsung Electronics, Miele, Siemens, aru Panasonic have launched a
range of premium appliances in the market. Samsung, five example, launched the Chef
Collection line-up of premium kitchen appliances in 2014. The line's refrigerator sells for about 8
million won ($7,054) in South Korea, up to fout times the price of other fridges in the market.
LG Electronics unveiled its LG Signature line-up of premium home appliances in 2016. It is
estimated that 1.G Electronics spent about $7 billion on research and development of premium
products in 2018.

1.3.4 Opportunities
The top opportunities in the household appliances market will arise in the small electrical
appliances market segment, which will gain $91.6 billion of global annual sales by 2023. The
household appliances market size will gain the most in China at $39.84 billion. Market-trend-
based strategies for the trailers market include developing smart appliances, offering premium
products to target high income consumers, and focusing on developing energy-efficient
products to comply with the regulatory standards and reduce environmental footprint of the
products. The major player adopted strategies include expanding global foot print through
mergers and acquisitions, increasing production capacity by building new plants, and developing
high-quality products through research and development (R&D) activities

1.3.5 Recommendations
To take advantage of the opportunities, The Business Research Company recommends the
household appliances companies to launch energy efficient appliances, provide competitively

5
priced offerings in low-income countries to reach new users and offer outsource activities to
low-cost countries to save costs.

1.4 PRODUCT PROFILE

Rajan & Co has wide range of products. The product base ranges from small house hold
appliances to higher end branded items Rajan & Co are the dealers of various worldwide brand
companies like LG, Samsung, Sony. Whirlpool and much more. Products list extends to

 Refrigerator
 Air Cooler
 Water Heater
 Vacuum Cleaner
 Water Purifier
 Air Conditioner
 Washing Machine
 Dish washer
 Kitchen Set
 Kitchen Appliances

1.5 REVIEW OF LITERATURE

Warn (2003) emphasized aspects of the workplace, contributing to depression and lack of job
satisfaction. Stress is normally caused by a lack of power over the intended effects. At the
workplace, tension is felt because of a lack of authority, job conflicts, and uncertainty,
contributing to frustration. The principle of checkability brings a solution to lower pressures and
contributes to job fulfillment in which a person has an attitude of desires and needs that
depends on the aspirations of the individual and governs multiple facets of the working
situation. A supportive working atmosphere, such as a positive environment for studying or no
abuse at work or anxiety in the workplace, helps minimize depression and achieve job
satisfaction.
Zaki (2003) Explains Lebanese non-management banking employees work satisfaction and
results. The researchers found a substantial link in terms of pay and supervision between work
satisfaction and gender. Only satisfied people within the company are willing to carry out their
toles and obligations: Women workers wens happy with the salaries, while men were happier
with supervision. The author himself often claims this does not matter because the self-rate is
inflated, and his colleagues success is usually underestimated.
Witte (2012) discussed the element of job satisfaction highlighted on group discrepancies. The
research was carried out in Belgium in the banking industry. For the hypothesis test, a model

6
was developed. The paradigm is job demand management support," and the study showed that
the demand for work had the greatest impact in explaining satisfaction in relation to working
circumstances and less in relation to explaining satisfaction with task contents.
Saari & Judge (2004) discussed attitudes towards employee satisfaction, discussed the
employee's mood is linked to the job where an employee loves the job, the content level rises
with increasing the success of the company as a whole.
Singh & Jain (2013), Employee happiness and its impact on results were highlighted. The
behavior of workers represents the company's morality. The satisfied staff has a significant role
in customer care and sales because they communicate regularly with the customer. The office is
the gateway to employee
fulfillment. Good labor practices and good working conditions also improve workers' efficiency.
profitability, satisfaction, and retention.
Crispen Chipunza, Bulelwa Malo (2017) concluded that an optimistic view for the employees on
the organization's community, successful relationships with co- workers, supervisors
encouragement. Participants are fairly pleased with job prospects, and the wages were not
satisfactory. Finally, the connection between the atmosphere of the company and satisfaction at
the job is important.

1.6 STATEMENT OF THE PROBLEM

Logistics is responsible for the planning, then implementing and then controlling the efficient
and effective flow and also storage of goods and services in any supply chain, along with the
goods and services the flow of information from the origin to the flow of consumption is also
included. And keeping everything timely and available is much difficult for the retailer. So this
study is going to address the impact of logistics performance on the customer satisfaction in the
retail sector, by taking into consideration the four most important factors inventory, lead time,
transportation and logistics management The inadequate control on the management of the
logistics including factors like inventory, lead time, transportation and logistics management can
be the reason of poor quality services to the consumer, which will dissatisfy the consumer and
the profitability of the organization will be affected highly.

1.7 NEEDS AND SIGNIFICANCE OF THE STUDY

The significance of a study conducted by Rajan & Co. depends on the context and the specific
research they are pursuing. Generally, studies contribute by filling knowledge gaps, offering
insights, or solving problems within a field. Understanding the needs of their study involves
recognizing what problem they aim to address or what new knowledge they seek to uncover.
Could you provide more details about the study by Rajan & Co.

7
1.8 OBJECTIVES OF THE STUDY
A study on customer level of satisfaction in towards Rajan & Co

 To identify the loyalty of customer towards Rajan & Co.

 To measure the specific reasons for satisfaction and dissatisfaction in with Rajan & Co.
 To identify the recommendations of Rajan & Co to others by existing loyal customers.

1.9 RESEARCH METHODOLOGY

Research comprises of defining a re-defining the problem formulating the hypothesis or
suggested solutions collecting, organizing and evaluating data, making deductions and searching
conclusions, it determines whether they fit formulated hypothesis.

1.9.1 DEFINITION OF RESEARCH METHODOLOGY

"Research methodology is a way to systematically solve the research problem. It is science of
studying how research is done scientifically The various steps that are generally adopted by a
researcher are studying the research problem along with the logic behind them"

1.9.2 TITLE OF THE STUDY

The title of the project is CUSTOMER SATISFACTION AT RAJAN & CO -NAGERCOIL

1.9.3 SAMPLE SIZE

The sample size of this study is hundred respondents.

1.9.4 SAMPLING PROCEDURE

The research study on Organizational CUSTOMER SATISFACTION follows Probability Sampling
Methods:

1.9.5 Data Collection Method

The data collected for the study consists of both primary and secondary data.

Primary Data
This study primary data is collected through personal interview using Through Questionnaires.

Secondary Data

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Secondary data for this study was collected from
 Previously published record, Statistics, research report and documents.
 Books report and websites

1.9.6 TOOLS USED FOR ANALYSIS

The role of statistics in research is to furnish a tool in designing research analyzing its data and
drawing conclusions there from As well known that a researcher cannot ignore the science of
statistics. Tools used in the study are as follows:

 Percentage analysis
Percentage analysis
Percentage refers to a kind of ratio. Percentages are used in making comparison between two or
more series of data. It can be calculated as follows, first frequency i.e., number of respondents
is noted in the tabular column. Then the percentage is calculated by dividing the frequency of
total number of respondents multiplied by 100. Then the values are noted in the column as
valid per cent. From this valued percentage analysis can be calculated. They are presented
pictorially by way of graph in order to have better understanding.

Formula:
No of respondents
% of respondents = ______________________ x 100
Total no of respondents

1.10 LIMITATION OF THE STUDY

 Time limit restricts detailed survey work for this particular topic of research.
 The survey is restricted to the customers of Rajan & Co who are involved in
imports.
 Some customers have lack of time, so they may not communicate properly.

1.11 PRESENTATION OF THE STUDY

CHAPTER: 1
 Introduction

9
  Review of literature
 Statement of the problem
 Need of the study
 Significance of the study
 Objectives of the study
 Research methodology
 Limitation of the study

CHAPTER: 2
 Theoretical background

CHAPTER: 3
 Data analysis and interpretation

CHAPTER: 4
 Summary of findings
 Conclusion
 Suggestions
 Bibliography

10
CHAPTER – 2

11
 CHAPTER- 2
THEORITICAL BACKGROUND

2.1 RECURUITMENT AND SELECTION PROCESS

Recruitment marketing is of utmost importance in tight labor markets, where competition for
labor is intense, but it is also helpful in finding qualified candidates in all economic conditions
Job seekers tend to search for career opportunities the same way consumers make purchases,
by searching online sources and reading public feedback. Marty are passive candidates who are
not actively looking for a new job. The information they find about working for a company can
influence their decision to apply for a job or accept a position. The role of recruitment
marketers is to complement recruiters by conveying the brand story alongside the job
description.
Recruitment marketing is the combination of strategies and tools used by an organization to
engage and entice job candidates in the pre-applicant phase of recruiting. It aims to promote
the value of working for the organization and establish a corporate culture or brand to attract
candidates.

2.2 ADVANTAGES OF EXTERNAL RECRUITMENT

When companies recruit candidates who are not a part of the organization, it is called external
recruitment. External recruitment is an intensive process wherein companies have to post the
job description on different job boards, create and engage with the talent pool, improve
employer branding, and so on.
External recruitment is an intensive process wherein compames have to post the job
descriptions on different job boards, create and engage with the talent pool. improve employer
branding, and so on
It is probably the most common and eflective external recruitment method, as recruiters can
reach a much wider talent pool. In fact, job boards make it smoother for candidates to find
open positions and apply for them. This further speeds up the recruitment process
A job description on a job board should include a detailed description of the profile, skills, and
experience your business is looking for. Integrating different job portals with your website and
ATS can make this form of recruitment much easier.

12
Millennials today conduct their job search primarily on job portals. If you are in search of young
talent, advertising on job portals should be your primary goal. These job portals also give you
access to resume databases and filter candidates based on your chosen criteria.

2.3 DISADVANTAGES OF EXTERNAL RECRUITMENT

One of the biggest reasons recruiters don't favor external recruitment is because it can be very
time-consuming. From crafting an engaging job description to post on job portals to preparing
for the selection process and onboarding, there is a lot to do. Once you start receiving
applications, recruiters find it challenging to sort through hundreds of resumes. However,
having a robust ATS like the Fresh team recruitment software can easily manage the process.
The tedious day-to-day work is efficiently driven by cutting-edge technology to give you time for
more complex tasks. In fact, you can publish a job with one single click from anywhere. It makes
posting jobs and promoting them so easy to get a better talent pool to pick from.
Advertising a job profile on different portals can be very expensive. With premium features on
these platforms, you can gain maximum exposure. You can also improve your results with
reduced costs by targeting niche boards. But, in the end, the longer your adverts run, the costs
are bound to go up with no guarantee of giving you the talent you will definitely hire. All the
negative hints can be turned into positive by taking some measures and working to eliminate
them. Effective steps to support smooth on boarding and positively solving disputes can be
effective strategies to mitigate the disadvantages of external recruitment.

2.4 INTERNAL RECRUITMENT

Internal recruitment is when you look to the current employees within your business to find a
candidate for an open position. You promote your employees instead of looking for someone
outside of the organization, Internel reruitment marketing to reach job seekers and improve
employer brand is crucial. Some other benefits of recruitment marketing include the ability to
reach a larger pool of candidates, build relationships with potential candidates, improve
employer brand and create a talent pipeline.
When recruiting externally, hiring teams find candidates (either through sourcing or job
posting), evaluate them and, if all goes well, persuade them to join their company. All of which
takes time. Conversely, internal candidates are already part of your workplace, so the time you
need to find and engage those candidates is much less. It's also easier to assess internal
candidates because. They may not always need full interviews with managers (for example, if
they are moving within their department, the department head already knows the candidate.)
Promoting from within sends a message that you value your employees and want to invest in
them. Giving employees more opportunities to advance their careers. or even letting them
move to other same-level positions that may interest them, is good for morale: employees who

13
change roles develop professionally and others know they may have similar opportunities in the
future. This helps to build a culture of trust that enhances employee engagement and retention.

2.5 INTERNAL RECRUITMENT DISADVANTAGES

Despite all the merits of internal recruitment, there are some things to keep in mind Employees
who were considered for a role could feel resentful if a colleague or external candidate is
eventually hired. Also, managers are often uncomfortable losing good team members and may
even go so far as to hinder the transfer or promotion process.
Doing most of your hiring from inside your business may result in a stagnant culture. This is
because employees can get too comfortable with the way things are done' and struggle to spot
inefficiencies and experiment with new ways of working.
An inflexible culture will be more problematic in leadership positions where employees may
need to advocate for change and improvements instead of relying on established, inefficient
practices. External hires are essential in shaking up culture and offering a fresh perspective on
existing problems.

14
CHAPTER-3

15
 CHAPTER- 3
DATA ANALYSIS AND INTERPRETATION

3.1 PERCENTAGE ANALYSIS

Table 3.1

Table showing age wise classification of respondents

SI.NO Age No of respondents percentage

1 25-30 years 42 52.5%

2 30-40 years 16 20%
3 40-50 years 12 15%
4 50 years and above 10 12.5%
Total 80 100%

Interpretation
From the above table it is interpreted that, 52.2% of respondents belong to the age group
between 25-30 years, 20% of the respondents belong to the age group between 30-40 years.
15% of the respondents belong to the age group between 40-50 years. 12.5% of the
respondents are belonging to the age group between 50 years and above.

16
 Figure 3.1

Figure showing age wise classification of respondents

45

40

35

30

25

20

15

10

0
25-30 years 30-40 years 40-50 years 50 years and above

age

17
 Table 3.2

Table showing gender wise classification of respondents

SI. NO Gender No of respondents Percentage

1 Male 55 68.78%
2 Female 25 31.25%
Total 80 100%

Interpretation

From the above table shows the majority of the respondents 68.75% are male and 31.25% of
the respondents are females.

Figure 3.2

Figure showing gender wise classification of respondents

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Female
31%

Male
69%

Male Female

19
 Table 3.3

Table showing opinion about customers overall experience

to accessibility and responses of Rajan and co

SI.NO Opinion No of respondents percentage

1 Excellent 16 20%

2 Very Good 16 20%

3 Good 32 40%
4 Fair 16 20%
5 Poor 0 0%
Total 80 100%

Interpretation

20% of the customers responded that their overall experience to accessibility and responses
through Telephone is Excellent. Next 20% says it is very good. Good being awarded by 40% of
the customer. Final 20% is not so satisfied so they said that the service is fair.

Figure 3.3
20
 Figure showing opinion about customers overall experience
to accessibility and responses of Rajan and co

35

30

25

20

15

10

0
Excellent Very good Good Fair Poor

opinion

Table 3.4

21
 Table showing opinion about clearance representative ability
to help customer issue/need

SI.NO Opinion No of respondents Percentage

1 Excellent 15 19%
2 Very good 17 21%
3 Good 22 28%
4 Fair 19 24%
5 Poor 7 9%
Total 80 100%

Interpretation

The above table shows that the 19% of the customers responded that their overall experience
to ability to help resolve issue or need is Excellent. Next 21% says it is very good. Good being
awarded by 28% of the customer. 24 % is somewhat satisfied so they said that the service is fair.
9% is not satisfied with the services.

Figure 3.4

22
 Figure showing opinion about clearance representative ability
to help customer issue/need

25

20

15

10

0
Excellent Very good Good Fair Poor

opinion

Table 3.5

23
 Table showing opinion about courteous & helpfulness

SI.NO Opinion No. of respondents percentage

1 Excellent 24 30%
2 Very good 32 40%
3 Good 12 15%
4 Fair 7 8.75%
5 Poor 5 6.25%
Total 80 100%

Interpretation

The above table shows that the 32% of the customers responded that their overall Courteous &
helpfulness is very good. Next 24% says it is excellent. Good being awarded by 12% of the
customer. 7% is somewhat satisfied so they said that the Courteous & helpfulness is fair. 5% is
not satisfied with the Courteous & helpfulness.

Figure 3.5

24
 Figure showing opinion about courteous & helpfulness

35

30

25

20

15

10

0
Excellent Very good Good Fair Poor

Table 3.6

25
 Table showing opinion about customers overall experience with
Rajan & Co Clearence Department

SI.NO Opinion No of respondents Percentage

1 Excellent 17 21%
2 Very good 15 19%
3 Good 14 18%
4 Fair 30 38%
5 Poor 4 5%
Total 80 100%

Interpretation

The above table shows that the 21% of the customers responded that their overall experience
with Rajan & Co clearance department is Excellent. Next 19% says it is very good. Good being
awarded by 18% of the customer. 38% is somewhat satisfied so they said that the service is fair.
5% is not satisfied with the service.

Figure 3.6

26
 Figure showing opinion about customers overall experience with
Rajan & Co Clearence Department

30

25

20

15

10

0
Excellent Very good Good Fair Poor

opinion

Figure 3.7

27
 Table showing opinion about customer satisfaction level with
Rajan & Co

SI.NO Opinion No of respondents percentage

1 Strongly agree 15 19%

2 Agree 20 25%
3 Neutral 22 28%
4 Disagree 18 23%
5 Strongly agree 5 6%
Total 80 100%

Interpretation

The above table shows that the 19% of the customers responded they are Extremely Satisfied
with the service. Next 25% they are satisfied. Neutral is 22% of the customer. 23% is somewhat
satisfied so they said that the service is fair. 3% is not satisfied with the service.

Figure 3.7

28
 Figure showing opinion about customer satisfaction level with
Rajan & Co

25

20

15

10

0
strongly agree Agree Neutral Disagree Strongly disagree

Opinion

Table 3.8

Table showing opinion specifically are you satisfied with

29
 Rajan & Co

SI.NO Opinion No of respondents percentage

1 Safety & security 36 45%

2 Excellent tracking 20 25%
3 Less transit time 24 30%
Total 80 100%

Interpretation

The above table shows that the 45% of respondents are says Safety & security specifically are
Satisfied with Rajan & Co, 30% of says Less transit time are Satisfied with Rajan & Co, 25% of
respondents are says Excellent tracking are Satisfied with Rajan & Co.

Figure 3.8

Figure showing opinion specifically are you satisfied with

30
 Rajan & Co

40

35

30

25

20

15

10

0
Safety & security Excellent tracking Less transit time

Opinion

Table 3.9

Table showing opinion about recommend Rajan & co to others

31
SI.NO Opinion No of respondents percentage

1 Excellent 37 46.25%
2 Very good 26 32.5%
3 Good 17 21.25%
4 Fair 0 0%
5 Poor 0 0%
Total 80 100%

Interpretation

The above table shows that the 46.25% of respondents are says excellent recommendation,
32.5% of respondents are says very good recommendation, 21.25% respondents are says good
recommendation.

Figure 3.9

Figure showing opinion about recommend

32
 Rajan & co to others

50

45

40

35

30

25

20

15

10

0
Excellent Very good Good Fair Poor

opinion

Table 3.10

Table showing opinion about how long you have been

33
 a customer of Rajan & Co

SI.NO Opinion No of respondents Percentage

1 More then 10 years 8 10%

2 7 to 10 years 16 20%
3 5 to 7 years 20 25%
4 3 to 5 years 29 36.25%
5 Less then 3 years 7 8.75%
Total 80 100%

Interpretation

The above table shows that the 36.25% of respondents are says 3 to 5 years customer of Rajan
& Co, 25% of respondents are says 5 to 7 years customer of Rajan & Co. 20% of respondents are
says 7 to 10 years customer of Rajan & Co. 10% of respondents are says more then 10 years
customer of Rajan & Co and 8.75% of respondents are says less then 3 years customer of Rajan
& Co.

Figure 3.10

Figure showing opinion about how long you have been

34
 a customer of Rajan & Co

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
more then 10 7 to 10 years 5 to 7 years 3 to 5 years less the 3 years
years

Table 3.11

Table showing opinion about over the past years loyalty towards

35
 Rajan & co has grown stronger

SI.NO Opinion No of Respondents Percentage

1 Yes 55 60%
2 No 25 31%
Total 80 100%

Interpretation

The above table shows that the 60% of the customer responded in favour that loyalty towards
Rajan & Co has grown stronger. On the other hand 31 % of the people say No that loyalty
towards Rajan & Co has not grown stronger.

Figure 3.11

Figure showing opinion about over the past years loyalty towards
Rajan & co has grown stronger
36
 31%

69%

YES NO

Table 3.12

Table showing opinion about Rajan & co values people and relationship
ahead of short-term goals

37
 SI.N Opinion No of respondents percentage
O
1 Yes 41 51%
2 No 39 49%
Total 80 100%

Interpretation

The above table shows that the 51% of the customer responded in favour that Rajan & Co
Values people & Relationships ahead of Short-term goals. On the other hand 49% of the people
say No that Rajan & Co do not Values people & Relationships ahead of Short-term goals.

Figure 3.12

Figure showing opinion about Rajan & co values people and relationship
ahead of short-term goals

38
49% 51%

yes no

39
 Chapter - 4

CHAPTER-4

FINDINGS, SUGGESTIONS AND CONCLUSION

4.1 FINDINGS OF THE STUDY

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o 20% of the customers responded that their overall experience to accessibility and
responses through Telephone is Excellent. Next 20% says it is very good. Good being
awarded by 40% of the customer. Final 20% is not so satisfied so they said that the
service is fair.

o 20% of the customers responded that their overall experience to accessibility and
responses through E-mail is Excellent. Next 20% says it is very good. Good being
awarded by 40% of the customer. Final 20% is not so satisfied so they said that the
service is fair

o 19% of the customers responded that their overall experience to ability to help resolve
issue or need is Excellent. Next 21% says it is very good. Good being awarded by 28% of
the customer. 24% is somewhat satisfied so they said that the service is fair. 9% is not
satisfied with the service.

o 21% of the customers responded that their overall experience with Rajan & Co clearance
department is Excellent. Next 19% says it is very good. Good being awarded by 18% of
the customer. 38% is somewhat satisfied so they said that the service is fair. 5% is not
satisfied with the service.

o 11% of the customers responded that their overall experience with Rajan & Co clearance
department is Excellent. Next 31% says it is very good. Good being awarded by 50% of
the customer. 5% is somewhat satisfied so they said that the service is fair. 3% is not
satisfied with the service.

o 19% of the customers responded they are Extremely Satisfied with the service. Next 25%
they are satisfied. Neutral is 22% of the customer. 23% is somewhat satisfied so they said
that the service is fair. 3% is not satisfied with the service.

o 64% of the customer responded in favour of recommending Rajan & Co to others. On

the other hand 36% of the people say No to recommend Rajan & Co to others

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 o 69% of the customer responded in favour that loyalty towards Rajan & Co has grown
stronger. On the other hand 31% of the people say No that loyalty towards Rajan & Co
has not grown stronger.

o 51% of the customer responded in favour that Rajan & Co Values people & Relationships
ahead of Short-term goals. On the other hand 49% of the people say No that Rajan & Co
do not Values people & Relationships ahead of Short- term goals.

4.2 SUGGESTION OF THE STUDY

o Communicate. Whether it is an email newsletter, monthly ther, a reminder card for a

tune up, or a holiday greeting card, reach out to your steady customers

o Customer Service, Go the extra distance and meet customer needs. Train the staff to do
the same. Customers remember being treated well.

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 o Employee Loyalty. Loyalty works from the top down. If you are loyal to your employees,
they will feel positively about their jobs and pass that loyalty along to your customers.

o Product Awareness. Know what your steady patrons purchase and keep these items in
stock Add other products and/or services that accompany or compliment the products
that your regular customers buy regularly. And make sure that your staff understands
everything they can about your products.

o Reliability. If you say a purchase will arrive on Wednesday, deliver it on Wednesday. Be

reliable. If something goes wrong, let customers know immediately and compensate
them for their inconvenience.

o Be Flexible. Try to solve customer problems or complaints to the best of your ability.
Excuses such as "That's our policy" will lose more customers then setting the store on
fire.

o People over Technology. The harder it is for a customer to speak to a human being when
he or she has a problem, the less likely it is that you will see that customer again.

4.3 CONCLUSION

In addition to suggestions and findings, this study also provides several scopes for
further research, which will be addressed in the following paragraphs:
While the customer loyalty model validated in this study possesses good power for
explaining repurchase intentions and referral behavior, only partial explanation of the construct
of additional purchase intentions is achieved. As stated before, factors not contained in the
model such as strategic outsourcing considerations can be assumed to affect the intention of

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customers to outsource additional logistics activities to the currently most important LSP. For
this reason, future studies should explore additional determinants of this loyalty dimension.
Measurement model assessment revealed that the operationalization of fairness in this
study does not achieve sufficient discriminance from other constructs, especially from trust and
relational satisfaction. As there is a strong theoretical indication that fairness is important in
customer loyalty considerations, further studies should modify fair-ness' measurement model,
e.g by more strongly recurring to the concept of inequity.
Within this study, four relational characteristics were examined. In addition, analyses
were conducted for a multitude of other contingency factors that are not included in the
present study. Overall, however, no conclusive moderations were identified. Nevertheless, it
may be assumed that customer diversity still has moderating effects on the formation of
customer loyalty. The determinants contained in this study, however, capture rather general
evaluations of relationships between LSPs and their customers, which may be too broad to be
subject to moderating effects. For this reason it would be sensible to examine antecedents of
the employed determinants, as moderating effects could surface when this level of detail is
added to the analyses.

APPENDIX
QUESTIONNAIRE

1) Age
a) below 25 years
b) 25-35 years

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c) 30-40 years
d) 40 years and above

2) Sex
a) male
b) female

3) How would you rate your overall experience to accessibility and responses through phone
and e-mail
a) Excellent
b) Very Good
c) Good
d) Fair
e) Poor

4) How you rate the representative ability to help you resolve your issue/need?
a) Excellent
b) Very Good
c) Good
d) Fair Poor

5) How you rate the representative on being Courteous & helpfulness?

a) Excellent
b) Very Good
c) Good

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d) Fair Poor

6) Think specifically about the CLEARANCE Department, How you would rate your overall
experience
a) Excellent
b) Very Good
c) Good
d) Fair Poor

7) How would you rate your level of satisfaction with Rajan & Co
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree

8) What specifically are you SATISFIED with Rajan & Co. Chennai
a) Safety & security
b) Excellent tracking
c) Less transit time

9. How likely are you to recommend Rajan & Co to others?

a) Excellent
b) Very Good
c) Good
d) Fair
10) In total, how long you have been a customer of Rajan & Co

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a) More then 10 years
b) 7 to 10 years
c) 5 to 7 years
d) 3 to 5 years
e) Less then 3 years

11) believe the company, Rajan & Co deserves my loyalty

a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree

12) Over the past years, my loyalty to the company. Rajan & Co has grown stronger
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree

13) Rajan & Co Values people & Relationships ahead of Short-term goals
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree

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14) which date is the RAJAN & CO was established ?
a) 1998
b)1997
c)1996
d)1995

15) How much years was the company running successfully?

a)23
b)24
c)25
d)26

16) which billion of global annual sales by 2023

a) 91.6 billion
b) 95.8 billion
c) 90.1 billion
d) 98.5 billion

17) What is the slogan of Rajan &Co?

a) Your way to business success
b) A profitable business is on your way
c) Experience the Revolution.
d) Providing great marketing solutions

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18) What are the branches of Rajan & Co?
a) Nagercoil
b) Vadasary
c) Both
d) None of these
19) How to identify the customer towards Rajan & co
a) equality customer
b) loyalty customer
c) a &b same
d) None of these

20) Has been the data collected from 80 customers of "CUSTOMER SATISFACTION"?
a) yes
b) no

BIBILIOGRAPHY

Books:

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  Research Methodology Kothari
 The Loyalty Guide report series - Peter Clark
 Marketing Management 12 e Philip Kotler

Websites:

 www.google.com
 www.wikipedia.com
 www.dhl.com
 www.scribd.com

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