A Empirical research On Customer Satisfaction on bakery product of A-1 brand A project submitted to Bhavnagar university of Bhavnagar in partial fulfillment

for the Degree of Bachelor of Business Administration

Prepared By: Rushikesh Raval

Guided By:Mr. Chirag Vyas

BBA Department The K.P.E.S. College Bhavnagar University Bhavnagar

Student declaration:I undersigned Rushikesh Raval the student of T.Y.B.B.A. a here declared that the project work presented in this report is (specialized in marketing) my own work and has carried out the guidance of Mr. Chirag vyas (faculty of the K.P.E.S. collage of commerce and management).

Date: Place:-

Signature:-

Preface:The professional training is the internal part of a B.B.A. program. It helps the student understand practical aspect of business management in a better way as apart of my B.B.A. program. At the K.P.E.S. college (Bhavnagar university). I was supported to work with the organization. Marketing Research is the systematic and objective identification, collection, analysis, dissemination and use of information for the purpose of improving decision making related to identification and solution of problems and opportunity. Satisfaction of customer is all current image, market share and brand value of company in market. To be a Bachelor of Business Administration student is a matter of pride because we are in a field, which helps us to develop from a normal human being into a disciplined, and dedicated professional. One has to be a good learner to sharper knowledge in the particular field to achieve and attain the desired goals and height. I conducted this project to know about bakery product market, what is wants of consumer to A-1 bakery company and at how level they fulfilled. Under the topic of Customer Satisfaction on bakery product of A-1 brand, I will try my best to define the customer satisfaction and their wants. I hope, I get maximum success in my research.

Index
Company Profile Type of products Manufacturing Process Time Keeping System Employee service Contribution of the Unit to the Industry Introduction of project Process of Research Project Problem of research Scope of Study Objective of study Limitation of project Hypotheses Objective of Title Questionnaire Formats of Questionnaire Primary Data Analysis Over all Analysis Suggestion Acknowledgement 5 7 8 9 10 11 12 13 16 16 17 17 18 19 20 21 23 42 44 46

Company Profile:Name: - Shree Amarlal Bakers Address: - Plot no: - 359\B, GIDC Chitra, Bhavnagar-364004 Phone no: - (0278)2445665, 2447981 Fax: - 0478-2447941 Accounting year: - April to March Year of Establishment: - 1992 Form of Organization: - P.V.T.L.T.D. M.D.:- Mr. Gopalbhai Thakkar Executive head: - Mr. Mukeshbhai Thakkkar Production head: - Mr. Indrakumar Accounting officer: - Mr. Magalani Technical Advisor: - Mr. Ramlochan Bank: - Icici Factory area: - 2000sqre, fit

Department: - Human Research, Marketing, Finance A-1 is a large scale industry because the investment is Rs. 1.50 crore, labours are 175 to 200, thy invested in machinery 1, 04, 30,000. From of organization of organization is depending upon the risk and demand of the organization. Product Demand: - A-1 start investing more and more as the demand of product increase. They have 505 market share of Saurastra about 1crore. They have invested in market. Type of product: - Types of product also help to decide the size of product. Technology: - They have different machine for different products which consume less time and provide good quality product.

Type of products:Breads Tost Role cream Cake Namakin:(a)A-1 Shing bhajiya (b)A-1 chanadal (c)A-1 Mugdal (d)A-1 Farali shing (e)A-1 Chanajor garam Chevdo

Manufacturing Process:Amarlal bakers manufactured many products just likes Breads, cake, Tost, and different types of namakin. In Amarlal bakers per day making bakery items 60 bags and each bags is 90 k.g. Almost all the bakery item making process similarly. The first we will see the steps of making bakery items. (a)Raw-material (b0Mixing (C) Rounding (d)Dividing and Rolling (e)Baking (f)Cutting (g)Packing

Time Keeping System:Time keeping system is one of the important parts of industrial report. Amarlal bakers have full time keeping system this have a manual register means which workers join a work and which time go from industry. In Amarlal bakers worker has to sign in register and in that register have to note the time.

Three shift (1) 7a.m. to 1 p.m. (2) 1 p.m. to 9 p.m. (3) 9 p.m. to 7 a.m.

Employee service
Each and every management need employee. Management will concerted with altercation and keeping employees whose performance meets at least minimum level of acceptability employee is an arms and legs of industry. All industry gives various employee services. Amarlal bakers have employee and they also provide employee service. If the company provides this service than employee motivates and they do their best work for company and are also one of the benefit for company. Amarlal bakers also give employee service to there employee and it is as under: Bonus to employee Traveling expenses allowance to employee Medical service Housing facility to their employee On occasion time they also give reward benefits to their employee During festival they distribution gifts, sweets, cloths, etc to workers Company provide also canteens for employee If any employee or worker do their work best or extras time then give to then extras salary Company provide provident facility to employee If any employees and workers wanted to leave this job than company give the permission for that.

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Contribution of the Unit to the Industry:Amarlal bakers contribute to the Indian industry in various way. A-1 started as a small scale industry and has become a large scale industry and still it is in growth stage. It focuses on local market as well as state market. It has R&D department which helps to improve quality of product. Replacement of demand Outstanding safety system for worker Market competition to local brands It gives assurance flues polluted environment and also pollution norms by testing quality of air and water. A-1 has set up R&D centre in 2002 with investment of Rs. 15, 00,000. This is the first independent research and development. Department centre established by SSI units in India. R&D department provides facilities of Water plant facility Instrumentation section Analytical laboratory

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Introduction of project:My project is research project. So research is a min base of project. Research means find out the problem or objective and seek out the solution of problem and objective. I am a student. And I have done this project for only academic purpose. So first I decide my objective and select the topic of Customer Satisfaction. Than the company Shree Amarlal bakers consent to preparing the project. So, I decide to Customer Satisfaction on Bakery product of A-1 brand. In this project, I take view of various customers with questionnaire method from various area of Bhavnagar city. I ask them questions about the price, quality, quantity, distribution and other factor of product. They also give me good support. After Data collection, I go to data preparation and data analysis. In short, I will try my best work in this project.

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Process of Research Project:During the research project, I follow such steps which are as under: Objective Definition:The first step of all projects is objective definition. Objective gives the direction and path ton researcher. So I also decide my objective to find out Customer Satisfaction on any product or service.

To obtain permission of private organization:Second and very essential step for any academic project to obtain permission of private organization to do research project on their product and certain day for training purpose.

I also seek to obtain permission of private organization. And at last, Shree Amarlal bakers give me permission to prepaid project. To obtain companies general information:General information of company or organization is very important for research project. General information of company is making so easy the research process for researcher.

During the first week, I was going to their organization and take general information of company. To obtain general information, Mr. Magalani and Mr. Hitesh were very helpful for me.

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Development of an approach to the problem:Development of an approach to the problem include formulation an objective or theoretical frame work, analytical models, research questions and hypotheses and identifying the information needed. This process is guided by discussion with management and industry experts, analysis secondary data, qualitative research and programmatic consideration. My topic is Customer satisfactions on bakery products of A-1 brand. So I should take review and preference about the bakery products of A-1 brand. And I also decide the hypothesis of this project. Research design formulation:A research design is a frame work or blue print for conducting for marketing research project. It details the procedure necessary for obtaining the required information and its purpose is to design a study that will test the hypotheses of interest, determine possible answers to the research questions and provide the needed the information the needed for the decision making. My aim to know the consumer preference about bakery product of A-1 brand. So I select the survey method for collection of quantitative data. For survey, I prepaid questionnaire. In questionnaire, I asked the questions about the price, quality, quantity, size and distribution network of product. I select sample size 50 customers. Field work or Data collection:Data collection involves a field force a staff that operates either in the field, as in case of personnel interviewing, from an office by telephone, through mail, or electronically. Proper selection, training, supervision and evaluation of the field force help minimize datacollection errors.

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I was filled the questionnaires by personnel interview of various customer from various area of Bhavnagar city. I was took signature of customer under the questionnaire which was filled by them - Data Presentation and Data Analysis:Data presentation includes the editing, coding , transcription and verification of data. Each questionnaire or observation form is inspected or edittedand, if necessary, corrected. Number or letter codes are assigned to represent each question in questionnaire. The data from the questionnaire are transcribed or key punched on to magnetic tape or disks, or input directly into the computer. The data are analyzed to derive information related to the components the marketing research problem and, thus, to provide input into the management decision problem. After collecting the primary data, I did analysis from each questions to each questions. I also analysis the data with the help of graph methods and chart methods. II also done to overall analysis about the research. And, at least, I also put some necessary suggestion, which is useful for company management. Report preparation and presentation:The entire project should be documented in a written report that addresses the specific research questions identified, describe the approach, the research design, data collection and data analysis procedure adopted, and present results and the majors findings. The finding should be presented a comprehensible format. So that management readily use them in the decision-making process. In addition, oral presentation should be made to management using tables, fingers and graphs to enhance clarity and impact. I prepaid the project report with hard copy and soft copy. I prepared the report with secondary data of industry and company and with primary data research. I presented the report with three copies.

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Problem of research:To find out the customer satisfaction of bakery product of A-1 brand.

Scope of Study:This study would be useful for company to know how the people or customer

behaviors to A-1 brand project are. They can know about the satisfaction of customer from the A-1 brand products. This study would be useful for other student as a secondary data. This study would be useful to form strategies according to perception of people about the bakery product of A-1 brand product.

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Objective of Study:-To know the customer satisfaction from A-1 brand bakery product. -To know about the use of bakery product -To know about the factor affecting purchase decieion about A-1 brand bakery product -To know about the loose or negative points about A-1 brand bakery product.

Limitation of project:Very short time is a limitation of the project.

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Hypotheses:A hypothesis (H) is an unproven statement or preposition about a factor or phenomenon that is of interest to the researcher. It may, for example, be a tentative statement about relationships between two or more variables as stipulated by the theoretical framework or the analytical model. Often, a hypothesis is a possible answer to the research question. Ho: - Customer unsatisfied with the bakery product of A-1 brand H1:- Customer satisfied with the bakery product of A-1 brand.

Here, Ho is a null hypotheses and H1 is a alternative hypotheses. If null-hypothesis is rejected than alternative hypotheses is accepted automatically. If alternative hypotheses are rejected, have to find out some alternatives. Hence, it means if hypotheses of unsatisfaction are rejected, it means hypotheses of satisfaction are automatic accepted. If hypotheses of satisfaction are rejected, company has to find out alternative.

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Objective of Title:Project title is Customer satisfaction on bakery product of A-1 Brands in Bhavnagar city. This title I choose based on some objective s which is as under: All private organization have basic objective is earn maximum profit. And the profit based on the selling of product. Selling is based on the customer satisfaction. It means customers satisfaction is very important for any company. If we know about the customer satisfaction of the product of the company, we can image their brand value and their market share. Research on customer is an easy compare to research on any other factor. We can get maximum customer to get primary data for project. The customer satisfaction topic is also easy to evaluate and analysis. If ae compaire it to topic of brand image, advertising and product development, it is so easy.

Questionnaire:-

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Questionnaire is very important tools by which research can get all information or primary data to their research. In the questionnaire, there should be a first title of research. Questionnaire should be a type by which collect the information of a person who filled up it. General information means name, address, contact number. There should be data also imported. Second thing is in questionnaire, there should be limited questions. There should be maximum 15 to 20 and minimum 5 to 10. So, a person get not fill boring and we get all information. There should be put maximum questions of which answer come in Yes or No. So person have to only mark on their answer. There should be not descriptive questions. At the last, there should be take signature of a person who fill the question. I try to follow maximum rules of questionnaire. After starting, I make the row for name, address, contact number and date. I put there ten questions. My topic is Customer Satisfaction on bakery product of A-1 brand. So, I asks questions about price, quality, quantity, distribution channel and other factors which related to customer. I also give options, so the customer has to mark on their answer. There is no any distriptive question. I also take signature of all customers who filled the questions.

Formats of Questionnaire:
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Customer Satisfaction on bakery product of A-1 brand in Bhavnagar city

Name:Address:-

Phone no:Date:(1) Which bakery product do you prefer of A-1 brand? (A) Bread (C) Cake (B) Tost (D) Role cream

(2) Are you satisfied with the product of A-1 brand? (A) Yes (B) No

(3) Which factor is most important while you purchase the product? (A) Price (D) Size (B) Quality (E) Packing (c) Quantity

(4) Are you satisfied with the price of product?

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(A) Yes

(B) No

(5) Are you satisfied with the Quality of product? (A) Yes (B) No

(6) Are you satisfied with the Quantity of product? (A) Yes (B) No

(7) Are you satisfied with the size of product? (A) Yes (B) No

(8) Are you satisfied with the packing of product? (A) Yes (B) No

(9) Is the product easily available your nearest place? (A) Yes (B) No

(10) Are you getting the replacement service in case of bad quality? (A) Yes (B) No (C) No case

Primary Data Analysis:-

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I analysis primary data according to questions vice. My first question is, (1) Which bakery product do you prefer of A-1 brand? (A) Bread (C) Cake (B) Tost (D) Role cream

Here the answer of 50 questionnaires is as under: (A) Bread - 20 (B) Tost - 9 (C) Cake- 10 (D) Role cream 11

20 15 10 5 0

Bread

Tost

Cake

Rolecreame

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It means 40% of customer prefer bread, 18% of customer prefer tost, 20% of customer prefer of cake, 22% of customer prefer of role cream. By such result, we can say the quality of A-1 bread and A-1 role cream is good compaire to tost and cake.

There should be a suggestion is the company should increase the some improvement tost and cake and the company should increase the production capacity of bread and role cream.

My second question is, Are you satisfied with the product of A-1 brand? (A) Yes (B) No

Here the answer of 50 questionnaires is, (A) Yes:- 49 (B) No:- 1

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50 45 40 35 30 25 20 15 10 5 0 Yes No

East

It means 98%of customer are over all confidence with the product of A-1 brand, only 2% are customer are not satisfied with the product of A-1 brand. So it is very good preference by customer. By this result, we can say A-1 company can good maintain on their product price, quality, quantity, size, packing. There should production process and technology and management. There is no suggestion

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My third question is, (4) Which factor is most important while you purchase the product? (A) Price (D) Size (B) Quality (E) Packing (c) Quantity

Here the answer of 50 questionnaires is as under,

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(A) Price:- 7 (B) Quality:- 33 (C) Quantity:- 9 (D) Size:- 1 (E) Packing:- 0

35 30 25 20 15 10 5 0 Price Quality Quantity Size Packing East

It means 14% of total customer who prefer the price, 66% of total customer who prefer the quality, 18% of total customer who prefer the quantity, 2% of total customer who prefer the size, no one prefer the packing.

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Tit means today, most of customers are prefer the quality compare to other factors. So company should concentrate on the quality of product. After quality second factor is quantity. Quantity means number of units in one packet. The third factor is price which is preferred by customer. There is the minor customer prefer the size. No customer prefer on packing. The suggestion is the company should concentrate on quality rater than other factors. They should use good raw-material and latest technology for production process.

My forth question is,

(4)

Are you satisfied with the price of product?

(A) Yes

(B) No

The answer of 50 questionnaire is as under, (A) Yes:- 31 (B) No:- 19

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35 30 25 20 15 10 5 0 Yes No

It means 62% of total customer satisfied with the price of product and 38% customer are not satisfied with the price of product. Actually, only 14% customer prefers the price. However, price is important factor which is related to customer. If we go in deep out of 19, 9 customer prefer the bread, 4 customer prefer toast, 2 customers prefer cake and 4 customers prefer the role cream. So if we go to ratio maximum unsatisfaction in price in bread and tost. And very law unsatisfaction in cake. So there is suggestion is company should some adjustment in price of bread and toast. There is no necessary change in price of cake and role cream.

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My question fifth is, Are you satisfied with the quality of product? (A) Yes (B) No

The answer of 50 questionnaire is as under :(A) Yes:- 47 (B) NO:- 3

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50 40 30 20 10 0

Yes

No

It means 94% of total customer is satisfied with quality of the product, only 6% of customer not satisfied with the quality of product. By this result, we can say A-1 company is very choosy for their quality of product. It is very important because 66% of total customer are prefer to quality. We can assume the company use latest technology and good raw material in production process. There should not be any suggestion for company. My sixth question is, (6) Are you satisfied with the Quantity of product? (A) Yes (B) No

The answer of 50 questionnaires is as under: (A) Yes :- 44 (B) No:- 6

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45 40 35 30 25 20 15 10 5 0 Yes No

It means 88% of customers are satisfied with the quantity of product and 12% of customer is unsatisfied with the quantity of product. Quantity of product means the number of units in one packet. The quantity is related to mainly bread and toast. Out of 6, 2 customers of bread, 2 customers of toast and 2 customers of cake. The suggestions their should be very minor change in quantity of bread and toast. They should not increase the price because much unsatisfaction in price of bread and toast. So they increase their quantity in such a way, by which they have not to increase the price.

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My seventh question is, Are you satisfied with the size of the of the product? (A) Yes (B) No

The answer of 50 questionnaires is as under: (A)Yes: - 41 (B)No: - 9

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45 40 35 30 25 20 15 10 5 0

Yes

No

It means 82% of customers are satisfied with the size of product and 15% of customer is unsatisfied with the size of product. Out of 9, 4 customers are preferred role cream, 2 customers are preferred cake, 2 customers are preferred toast, 1 customer is preferred bread. It means maximum unsatisfaction in role cream. According to some customers, there is no enough difference between Rs.5 role cream and Rs.3 role cream. Some customers also wants to increase the size of cake. There is a maximum satisfaction in bread. There should suggestion is company should take some serious action about the size of role cream. Because out of 11, 4 customers are not satisfied If they change some change, there should increase the sale of role cream.

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My Eighth question is, Are you satisfied with the packing of the product? (A) Yes (B) No

The answer of 50 questionnaires is as under: (A)Yes: - 39 (B)No: - 11

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40 35 30 25 20 15 10 5 0 Yes No

It means 78% of customers are satisfied with the packing of product and 22% of customer is unsatisfied with the packing of product. The packing mainly related to bread, toast and cake. However, 3 customers out of 11 wants to some minor packing in role cream. They want some plastic packing on the upper side of role cream. The others are 6 customer of bread, 1 from toast and 1 from cake. The suggestion is company should try to some plastic packing on the upper side of role cream. There should be some improvement required in the packing of the bread.

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My Ninth question is, Is the product available at your nearest place? (A) Yes (B) No

The answer of 50 questionnaires is as under:

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(A)Yes: - 38 (B)No: - 12

40 35 30 25 20 15 10 5 0 Yes No

It means 24% of customers cannot get product easily available its nearest place where 76% of customer can get product is easily available at their nearest place. This question is related to distribution network and distribution channel of company. According to primary data, we can say there is some weaknesses in their distribution channel. Out of 12 customers, some customers residence in the Viththal vadi area, some customers residence in the Sidsar road area and some customer from Desai nagar. The suggestion is company should improve their distribution channel. They also try to reach Viththal vadiarea and Sidsar road area.

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My Tenth question is, (10) Are you getting the replacement service in case of bad quality? (A) Yes (B) No (C) No case

The result of 50 questionnaire is as under, (A) Yes:- 15 (B) No:- 9 (C) No case:- 26

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30 25 20 15 10 5 0 Yes No No case

It means 30% of customer can get the replacement service at the case of bad quality of product, 18% of total customers cannot get replacement at the case of bad quality of product and 52% of total customer have not to face the case of bad quality. In the earlier, we see 94% of customers are satisfied with the quality. But by small mistake, some times there is bad quality of product. Here, total 24 customers face the case of bad quality and 26 customers not face the case of bad quality of product. Out of 24, 15 customers get replacement service. It means company also concentrate on the service after sales. There is a suggestion is company try to decrease the case of bad quality of product and try to provide replacement service to all customers.

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Over all Analysis:If we talk about total over all analysis, there is some point which as under: We see the most prefer product is bread. After that, role cream, cake and toast. It means company expense more concentration on the bread. Bread is the main product of the company. Under the factor affecting the purchasing of product, customer more choose the quality. It means consumers are more aware about the quality. Now a days, in eatable products, people do not think about the price, quantity, size and the other factors. The reasons is related to heath.

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All most 100% customers are satisfied with the bakery product of A-1 brand. It means company has whole idea about what customer needs and their requirement. Their price, quality, quantity and packing is very perfect for customers of Bhavnagar city.

If we talk about the price their products there is maximum unsatisfaction compare to other factors. In the price, minimum unsatisfaction in cake.

If we see the other factor other than price, the quality, the quantity, the size and the packing are maximum satisfaction. Company co not necessary to do major changes in such factors. By such way, we can say the company is very attentive in their total production process and management work.

Now the matter of distribution channel. If we talk about the distribution channel, it is the strong. In Bhavnagar city, there is maximum area where a bakery product of A-1 company is situated. There is also some area where it is not available, they should try to cover that area.

The company also aware about the replacement service of bad quality of product. There are many cases of bad quality of product in which they are replace the product.

It we see about customer satisfaction, company get maximum it. Customer is really satisfied with their product and their management. So I can say my Null Hypothesis is becoming true.

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Suggestion:There are some suggestions according to my point of view which are as under: In the bakery product, the bread is most prefer brand. It means company expense more energy in bread, which is wrong. They should more aware about other product like toast, cake and role cream. They should do some an effective change by which sale is increase of other product. Now a day, customers more aware about quality of product. So company should more concentrate on their quality of product. They should do some effective changes in their production process to regular time period. 43

They should also do some changes in price factor. There is maximum unsatisfaction in price. So they should decrease their product price with decrease also quantity of products. Because there is minor unsatisfaction in quality of product. By such way price also decrease, and there is no difference in profit.

In the packing, they should come packing in the role cream product. They should some plastic packing in the upper side of role cream. By packing, company can increase the trust of customer. Customer put more trust about quality of role cream.

A-1 company does only cash transaction. They sales their product with the payment of cash. They so not so any single transaction of credit. Actually, they should some credit transaction with some credit transaction with some knowing retailer and some trustful retailer. By such way, there is increase also sales of product and there is no probability of bed debts.

Company should give attaint ion on their distribution channels and distribution network. Their total sales area is whole Saurastra. However, there is some area where their product is not available. It means there is some weaknesses about distribution network.

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Acknowledgement:I feel great pleasure in submitting this report. This report is prepared on the training taken at Amarlal bakers. The completion of this project would have remained a dream without the help and support of peapie whogave their valueable time to me for collection of information needed for the project. First of all, I would like to thank the divine power i.e. GOD who gave me this golden opportunity for carrying out this project. I am also very thankful to my prerents who motivated and encouraged me to complete this project. I am also grateful to Bhavnagar university as it would not have been possible without their ideas of including this project of in the curriculum of B.B.A. 45

I would take the opportunity to express my deepest and sincere thanks to our project guideMr. Chirag Vyas as it is due to their instructions, guidance, support, their valuable suggestions during the project work and dedication in making us do the best work, was the basic reason in our efficiency in dong the project. I would heartily to thank Mr. Gopalbhai Thakkar[M.D] and Mr. Mukeshbhai Thakkkar [Executive head] and Mr. Magalani [Accounting office] of Amarlal bakers for giving me the opportunity to get training in their company and for their co-operation and providing necessary information and guidance during the project.

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