TOPICA disgruntled customeracts as a ‘bad will ambassador’ for any company Research shows that only 9% ofcustomers actually complain, the rest just walk a way and cross to thecompetition, due to in adequate or no response from the supplier. An unhappycustomer spreads the word to a minimum of 22 acquaintances. The situation isper haps worse in India.
The world competitiveness year book 2000 placed Indiaon 45th position (out of a total of 47) on ‘customer orientation’.Even than only 40% of organizations encouraged customers to complain, whileless than 33% said that their originations appreciated and rewarded staff whodealt positively with complaints according to this year book.In a recant study,cellular users were classified along two dimensions satisfactions and loyally(see figure-1 below). The survey found that only 33% of subscribers aresatisfied. The study found that usersare of the opinion that the knowledge level of customer service staff is belowpar. Network quality and adequacy of coverage is weakness the whole industrysuffers from. Thus it is clear that the industry is not per forming when itcomes to customer care. That could be that the reason why on a national basis,cellular companies more and more empowered customers, and rising tides ofcompetition.
Refers to the extradimension of customer care that companies develop. For example, on quibblerefund, return any thing policy, extra high quality decor, sensitivity tocustomer need, empowerment to staff to deal with customers. With out having torefer to higher up.Hence, customer care isnot simply a matter of responding to what customer perceives to be short comingin the offer of marketer; refer, it is also a matter of anticipant patting whatis often referred to as the ‘delight’ factor and the difference between theproduct and the competitors offering. NEED FOR THE STUDY The project entitledmarket share of milk dairies, since it helps the company in achieving the majormarket share in future.The projects is helpful inidentifying the company’s (Tirumala Milk)Actual customers and toknow about the market share of Tirumala milk and to give suggestions toincrease sales and profits by increasing the channels, quality and other whichwill require. OBJEECTIVES OF THE STUDY1.
To know theopinion of people on the quality of Tirumala milk.2. To Know thebrand loyalty of Tirumala Milk. 3. To Understanddominant features of various brands of milk dairies.4. To Identifythe post-purchase satisfaction levels.5.
The principleobjective of the study is to examine the process of marketing presently pursuedby Tirumala Milk.6. To Examine theextent of customer satisfaction about the Tirumala Milk based on a customer survey.7. To Explorebrand ratings of various brands of dairy milk. SCOPE OF THE STUDY· The study is made with customers as the main target.
· The study concentrates on Guntur district consumers.· The objective of the study is to find out the customersatisfaction with respect to Tirumala Dairy consumers.· All products of the dairy are taken into consideration foranalysis.· Deep root analysis is made in the study. LIMITATIONS OF THE STUDYØ The Time period availablefor study is very limited.Ø The primary data was notavailable sufficiently.
So, the research has to depend much secondary data.Ø There is chance for falsein the information.Ø There are the variouslimitations when we are in the study of research tools.Ø There is a chance forbiased information from the side of theconsumers. Methodology of the StudyThe research methodologyis very essential to collect information is survey especially deal with marketsurvey about the customer opinion. The following are the various element ofvalue in research methodology.Research Design: The design specified the procedure forconducting and controlling the research project.
In this study the researcher has useddescriptive design. The propose of descriptive is to identifying design. Thepurpose of descriptive is to identified the characteristics of user’s differentbrands.Period Of Study: This study covers the customer ofGuntur district and it is made in the time period of one month. The datacollected in this study involvessecondary data which is collected in past for analysis in the year 2009-2010.This data is collected primarily at this time.Selection Of The Organization:Collection Of Data: In this study both primary andsecondary data were used.
The primary data obtained from the customer ofbranded (astra products) and the secondary data is collected from the companyitself. The primary data for the this study collected through personal contactwith users. The questionnaires were distribution to the user and all helps wereprovided to them to fill the questioners.