Study on Customer Satisfaction

A STUDY ON CUSTOMER SATISFACTION IN THE PONDICHERRY CO-OPERATIVE MILK PRODUCER’S UNION LTD PUDUCHERRYSUMMER PROJECT REPORT Submitted by S.DEVANATHAN REGISTER NO: 27348308 Guidance of Mr. S.JAYA KUMAR, M.E, MBA, MISTE, Faculty, DEPARTMENT OF MANAGEMENT STUDIES In partial fullfilment for the award of the degree Of MASTER OF BUSINESS ADMINISTRATION DEPARTMENT OF MANAGEMENT STUDIES SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE PONDICHERRY UNIVERSITY PUDUCHERRY SEPTEMBER- 2007 SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE MADAGADIPET, PUDUCHERRY DEPARTMENT OF MANAGEMENT STUDIES BONAFIDE CERTIFICATE This to certify that the project work entitled “A STUDY ON CUSTOMER SATISFACTION IN THE PONDICHERRY CO-OPERATIVE MILK PRODUCER’S UNION LTD, PUDUCHERRY” is a bonafide work done by S.DEVANATHAN [ REGISTER NO: 27348308] in partial fulfillment of the requirement for the award of Master of Business Administration by Pondicherry University during the academic year 2007 – 2008. GUIDE HEAD OF DEPARTMENT Viva-Voce Examination held on EXTERNAL EXAMINER ACKNOWLEDGEMENT The successful completion of any task would be incomplete without mentioning the names of persons who helped to make it possible. I take this opportunity to express my gratitude in few words and respect to all those who helped me in the completion of this summer project. I express my heartiest and deep gratitude to Mr. N.KESAVAN, Chairman, Mr. M. DHANASEKARAN, Managing Director and Mr. S.V.SUGUMARAN, Vice-chairman of Sri Manakula Vinayagar Engineering College. I am extremely grateful to Our Principal Dr. V.S.K. VENGATACHALAPATHY to provide necessary and essential facilities to do this project work. I express our sincere thanks and deep sense of gratitude to our Head of Department Mr. S.JAYAKUMAR, Department of Management Studies for providing me with an opportunity to study and for his encouragement, support and guidance to complete this project work successfully. I convey my heartiest thanks to Mr.P.GUNASEKARAN, MARKETING MANAGER, The pondicherry co-operative milk producer’s union, Puducherry, who kindly granted permission to do this project work in his esteemed organization. Finally, I express our sincere thanks and deep sense of gratitude to my parents and friends for giving timely advice in all the ways and in all aspects for the success of this project work. ABSTRACT The Project has been done in The Pondicherry Co-operative Milk Producer Union Ltd. The title of the project is “Customer Satisfaction in the Pondicherry Co-operative Producer’s Union”. The study starts with an Company’s profile and also the need for study, review of literature and objectives are set out for the study. Research methodology, Data analysis & Interpretation, Findings and Suggestions of the study follow. One of the main areas of the project is the analysis part, where the data are analyzed & interpreted, to find out the Customer Satisfaction. Some of the tools used in Customer Satisfaction analysis are regarding to:  Percentage Method.  Chi-Square Method. And then conclusions, limitations & scope for further study were discussed. milk TABLE OF CONTENTS CHAPTER TITLE LIST OF TABLES LIST OF CHARTS INTRODUCTION I 1.1 Profile of Organization 1.2 Need for the Study II III IV V VI VII VIII REVIEW OF LITERATURE OBJECTIVES RESEARCH METHODOLOGY DATA ANALYSIS AND INTERPRETATION 6.1 FINDINGS OF THE STUDY 6.2 SUGGESTION AND RECOMMENDATIONS CONCLUSIONS 8.1 LIMITATIONS OF THE STUDY 8.2 SCOPE FOR THE FUTHER STUDY APPENDICES 9.1 QUESTIONNAIRE 9.2 BIBLIOGRAPHY 1 8 9 14 15 19 36 38 39 40 41 42 44 PAGE NO IX 1 CHART NAME Chart showing respondents size of the house hold Page No 19 .6 5.2 5.11 5.no 5.9 5.13 5.7 5.15 5.5 5.1 5.10 5.14 5.8 5.16 5.LIST OF TABLES S.12 5.17 TABLE NAME Table showing respondents size of the house hold Table showing respondents age Table showing respondents sex Table showing respondents education Table showing respondents occupation Table showing respondents consumption time Table showing respondents purpose of the utilization Table showing respondents purchase of milk in a day Table showing respondents opinion about milk in ponlait Table showing respondents getting a milk regularly in a local booth Table showing respondents as much quantity of milk as required Table showing respondents opinion about the price charged for milk Table showing respondents any leakages in the package of milk Table showing respondents availability of milk in booth Table showing respondents type of milk buy from the ponlait Table showing respondent which brand do you prefer if ponlait not available in the market Chi-Square Analysis Page No 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 LIST OF CHARTS S.3 5.4 5.no 5. 10 5.1.13 5. and concentrated in increasing the milk production by giving various assistance / incentives to the milk-producing farmers.1 INTRODUCTION PROFILE OF THE COMPANY 1.3 5.11 5. Started in a tiny shed its primary objective and focus was to supply milk to the urban consumers  As time passed the supply society has diversified its activity from consumer to producers.2 5.15 5.7 5.1 ORIGIN AND GROWTH  History tells us that Ponlait came to existence as Pondicherry Milk Supply Society registered as 1st Co-operative Society in the Union Territory of Pondicherry on 07-021955.9 5.6 5.12 5.5.5 5.14 5.8 5.16 Chart showing respondents age Chart showing respondents sex Chart showing respondents education Chart showing respondents occupation Chart showing respondents consumption time Chart showing respondents purpose of the utilization Chart showing respondents purchase of milk in a day Chart showing respondents opinion about milk in ponlait Chart showing respondents getting a milk regularly in a local booth Chart showing respondents as much quantity of milk as required Chart showing respondents opinion about the price charged for milk Chart showing respondents any leakages in the package of milk Chart showing respondents availability of milk in booth Chart showing respondents type of milk buy from the ponlait Chart showing respondent which brand do you prefer if ponlait not available in the market 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 CHAPTER I 1.4 5. .  During the year 1973 the supply society was converted to co-operative milk producers’ Union with objective of shifting its focus on the milk producing community and its welfare.2 ACTIVITES OF DIFFERENT UNITS OF THE MILK UNION A.2002.1.04. the “Operation Flood” during the year 1982-1985.operative Milk Producers’ Union has also taken up the world’s largest Dairy Expansion Programme. The Pondicherry Co. The Union started procuring milk from the village producers on quality basis from 1970 onwards. promoted and popularized by the NDDB for the entire Dairy Co-operative of the Nation. the National Dairy Development Board has programmed to replicate the Anand pattern (collecting the quality milk from the members and payment of remunerative price in cash regularly and providing milk production enhancement) all over the nation.  With the success of the Amul. Thus Ponlait was committed to improve the economic and social uplift of the rural  farming / milk producing community and supplying the urban consumers with good quality milk  The only institution in Pondicherry is extending more than a crore every month to rural economy in cash for the benefit of farming community.1971. by way of Milk Purchase.000 ltrs capacity per day. To keep pace with the milk production. . with effect from 30. MILK PROCURMENT AND INPUT WING  Ponlait is operating in the Pondicherry Region with 99 affiliated functional Dairy Cooperative Societies. the Milk Union has also set up a Dairy Plant with 10.  Ponlait has entered the MNEMONIC club conceived.000 ltrs capacity for processing on 12. 1. All the milk primary co-operative societies were converted to Anand pattern societies. With the launching of Operation flood Programme the Dairy Plant was expanded to 50. implemented.03. MILK PROCESSING The present handling capacity of the Dairy plant is 50. green fodder and artificial insemination. 3 varieties of milk namely Tonned Milk. the milk-supplying members milch animals are also providing with cattle feed.  Besides the main activity.  To achieve this objective. B. Present demand is 62.500 liters if milk supplying to the students both in the morning . 1st of its kind in the nation organized by the government of pondicherry.000 ltrs of milk handled in peak.000 to 65. The daily consumer demand is met fully. There are 34798 Cattle owners who became members in the Dairy Co-operative Societies at villages and supplying milk to Ponlait. Standardised Milk & Premium Milk are  produced as per the consumer requirements. the Dairy is supplying 15.000 ltrs of milk is handled per day and 93.  From the August 2002.000 liters per day.000 ltrs per day. the procurement & Input wing is conducting various programmes like Clean Milk Production and Quality Milk Procurement at Dairy Cooperative Societies.  Milk Supplying members are paid fortnightly in cash with remunerative milk price and inputs in kind.  The Primary responsibility of procurement and input section is to procure clean and quality milk from the village cattle owners and carryout milk production enhancement services. However  with prudent technical manpower and top managements support an average of 80.000 liters of standardised milk to school children in the morning under Sri Rajiv Gandhi School Children Break fast scheme. Besides at present the union is 28.  Besides milk processing and grading.0% Fat 8.5% Fat 8. MARKETING .5% SNF and the Premium milk 5.  consumer as and when needed.0% SNF. proper care is taken to maintain quality of the milk right from the point of production to the point of consumption. C.  Apart form this. the processed milk is sampled at every point of storage during the process and proper care is taken to maintain quality standards. Standardised milk 4.5% SNF. the Dairy is equipped to produce 15 MTS of ghee and 1500 kgs of Khoa (milk peda) monthly. (SNF. the milk poured by the individual member producer are tested at the primary society.and evening. The pouched milk samples are randomly taken and tested for its shelf life after dispatch of the consumers.0% Fat 9.  Finally the different varieties of milk are graded and kept ready for packing to the consumers. D. The Ponlait ghee and khoa are much sought after products in the pondicherry town. Presently the milk is dispatched to the market at 5 degree centigrade in three varieties viz Toned milk 3. The Evening milk supply effected from 20-10-2005 as desired by the government of pondicherry. At the village level. The raw milk is tested organoleptically at the Dairy reception dock for its quality and then the individual society sample are tested for its fat content and other microbial standards.Solids Not Fat)  Day in and Day out maintaining the quality of milk receives the top priority.  The Dairy is producing 1000-1500 pockets of flavoured milk and 500-1000 of The Dairy is also producing Paneer and Curd as per the requirement of the butter milk every day and sells in pondicherry town. QUALITY ASSURANCE BY MAKING PROPER MILK TESTING IN LABORATORY AT DAIRY  Since the milk is highly perishable commodity.  The milk tested for the quality at society level reaches the Dairy Plant. 000 ltrs per day and the sales is in the uptrend.100 ltrs monthly average) during January 2006.  Ponlait is the number one milk brand in the Pondicherry town. . selling three different varieties of milk catering to the different segments of the market. E. 180 retail outlets are operated by retail sales agents.100/. Dairy also. Ponlait is the major market shareholder. Pondicherry-9  Compounded Cattle Feed is produced with cost effective ingredients and supplied to the members through Dairy Co-operative Societies on non profit motive. Milk is made available to the urban consumers. Though there are many private players in the market.  The present average market throughput is 62. CATTLE FEED  Ponlait owns a Cattle Feed Plant of 5 MT per day capacity in Thattanchavady Industrial Estate.  Batch wise the Cattle feed is being tested its quality regularly. The retail outlets are supplied with milk through a network 10 milk distribution routes daily in the morning and the evening.per bag  The present monthly production and supply is 235 MTS. A market survey finding indicates that the present market share of Ponlait is around 52%. under its brand name “Ponlait”. It is anticipated that the sales curve may touch its peak (60.  To cater the urban population. 24 hours a day through 5 such parlours. The Pondicherry Co-operative Milk Producers’ Union is operating in the Pondicherry market.  Besides.312/.  Ponlait is extending subsidy of Rs.  The balanced compounded Cattle feed produced in the Ponlait Cattle Feed Plant is proved to be effective for animal health and quality milk production.  In addition Ponlait Cattle Feed is supplied to Neighbouring Villupuram Dist.as provided by the Government of Pondicherry to each bag containing 50 Kgs of Feed out of the total cost of Rs. the Union is also running 9 milk parlours to sell milk and ilk products. State Director.09. Co-operative Department of Animal Husbandry and Managing Director of the Milk Union. 1. AHD.NO. Registrar of Co-operative Societies 2. Erode 3.  Since the committee of management is dissolved. Chennai.1.Members . an Advisory Board with the following three members has been constituted by the RCS in order to guide the Administrator by making major policy decisions and other administrative matters. 1. Director. Pondicherry .  As per the order of the High Court.2002.3 MILESTONES OF THE COMPANY SL.Chairman .Members  At present 173 permanent employees in various cadres are working in the Union. NDDB. 1 2 3 4 5 6 7 MILESTONES Registred as The Pondicherry Cooperative Milk Supply Society Ltd Foundation stone laid Dairy Plant Commissioned 10000 ltrs capacity Cattle feed Plant commissioned Registred as The Pondicherry Cooperative Milk Producers’ Union Ltd Artificial Insemination implemented Dairy Plant Expanded 10000 to 30000 ltrs capacity YEARS 1955 1968 1971 1971 1973 1984 1987&1988 .F. the Administrator manned by a Deputy Registrar form the Co-operative Department is looking after in lieu of the Board of Manageent with effect from 06. ADMINISTRATION  The Ponlait Administration is vested with the committee of management comprising 12 elected representatives from the Presidents of Dairy Co-operative Societies and a nominee from National Dairy Development Board. D.Helpers AM (QC) . Assts Cashier DM (Accts) Supt.4 COMPANY ORGANIZATION CHART MIS (O) AM (BMC) DEO / Asst.Assts Supdt (Adm) Driver PA to MD Steno Sr.1.000 ltrs Capacity Internet based Information System (iDIS) implemented Mnemonic symbol adopted Milk supply to School Children under (Rajiv Gandhi Breakfast Scheme) Inaugrated Sofy ice cream sales at Bus stand Parlour (Atchaya Thiruthai) 1991 1992 1996&1997 2000&2001 2002 2002 2005 1.8 9 10 11 12 13 14 Urea molasses plant implemented Coop. Development Programme implemented Expansion of Dairy Plant to 50.Helpers Sr. ADMINISTRATOR Managing Director DA (Bact/chem) D. Asst Extn (Asst) Sr. AM (CFU) AM (Mktg) DM (P&O) DM (P&I) D. A study of customer satisfaction gives the management an indication of general level of satisfaction among customers.Helpers Senior Assts Supdt (Mktg) Supdt (Store/ Prodct/Tech ) Supdt (P&I) Sales Supervisor Tech. And this study determines the customers satisfaction towards their product./ Sr. This study tells how the customers feel about their product. Asst/Typist Clerical Assts D. The attitudes of customers can be improved through this study.1.Helper/AI .Helpers Fodder Dev.Asst Driver Helpers D.2 NEED FOR THE STUDY A study of this nature will make management of an organization to derive the following benefits. CHAPTER II REVIEW OF LITERATURE 2.1 CUSTOMER SATISFACTIONS Customer satisfaction. is a measure of how products and services supplied by a company meet or surpass consumer expectation. In a competitive marketplace where businesses compete for customer. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. a business term. . Value. Consumer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. care should be taken in the effort of quantitative measurement. Because satisfaction is basically a psychological state. measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. customer satisfaction equals perception of performance divided by expectation of performance. Inter-departmental Teamwork. Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior. further expanded by Berry in 2002 and known as the ten domains of satisfaction. Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation.2. Commitment to the Customer and Innovation. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Front line Service Behaviors. These ten domains of satisfaction include: Quality. According to Garbrand.2 MEASURING CUSTOMER SATISFACTION Organizations are increasingly interested in retaining existing customers while targeting non-customers. Work done by Parasuraman. Environment. although a large quantity of research in this area has recently been developed. Efficiency. Work done by Berry. . Timeliness. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman. Ease of Access. confident and above all. you're well on your way to a sale. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person. it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client. though. When you do meet them. 2. Rest assured. wanted and loved. I believe that if a potential client spends over half the meeting doing the talking. customer service is of vital importance.The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. • Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. be calm. . it does get easier over time. rather than a voice on the phone or someone typing into an email or messenger program. take time to ask them what they need. It's important to meet your customers face to face at least once or even twice during the course of a project. What follows are a selection of tips that will make your clients feel valued. In the business of Website design. If you're not used to this sort of thing it can be a pretty nerve-wracking experience.3 CUSTOMER SATISFACTION IN 7 STEPS By Adrian Thompson February 11th 2002 It's a well known fact that no business can exist without customers. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured. At every step along the way I was emailed and told exactly what was going on. It's very important to be friendly.it happens to all of us.• Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. That to me is a prime example of customer service. This is very true. We all know how annoying it is to wait days for a response to an email or phone call. • Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. It might not always be practical to deal with all customers' queries within the space of a few hours. respond to your clients' wishes as best you can. courteous and to make your clients feel like you're their friend and you're there to help them out. They also apologized repeatedly. and how long it would be before they were working again. They've had some trouble with server hardware which has caused a fair bit of downtime lately. let the customer know you're working on it. • Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out. It's vital that you keep a clear head. If a customer . and at all times remain polite and courteous. and I at least knew they were doing something about the problems. why things were going wrong. But because they took time to keep me informed. it didn't seem so bad. Now if they server had just gone down with no explanation I think I'd have been pretty annoyed and may have moved my business elsewhere. which was nice. but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. There will be times when you want to beat your clients over the head repeatedly with a blunt object . but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. A good example of this is my Web host. Even if you're not able to solve a problem right away. it shows there are real people on the other end of that screen or telephone. a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. • Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However. • Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client. originals and files backed up on your desktop computer and the site is going really well. These little niceties can be time consuming and aren't always cost effective. wanted and valued. If they're not satisfied with any aspect of your customer service. achieving this supreme level of understanding with your clients will do wonders for your working relationship Take this as an example: you're working on the front-end for your client's exciting new ecommerce Endeavour. As if by magic.Should they contact different people for billing and technical enquiries.has a problem. it makes the customer feel welcomed. it's something. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -. It shows you care. but remember to do them. Even if it's as small as sending a Happy Holidays email to all your customers. and most importantly.and anywhere else it may be useful . or not knowing who to turn to. who should they tell? There's nothing more annoying for a client than being passed from person to person. A note accompanies it which reads: . You ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch. You have all the images. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. Treat your customers like your friends and they'll always come back. Clients don't like to be disappointed. SECONDARY OBJECTIVES . In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss. like any aspect of business.• Honor Your Promises It's possible this is the most important point in this article. something may not get done. What would you want from your business if you were the client. is a practiced art that takes time and effort to master. The simple message: when you promise something. All you need to do to achieve this is to stop and switch roles with the customer. CHAPTER III ` OBJECTIVES OF THE STUDY PRIMARY OBJECTIVE  To study on customer satisfaction of milk in ponlait. technology can fail and sub-contractors don't always deliver on time. deliver. Sometimes. The most common example here is project delivery dates. or you might miss a deadline through no fault of your own. Projects can be late. Conclusion Customer service.  To find out the satisfaction level of customer towards ponlait.  To find the customer attitude towards milk in ponlait. . 4.  To identify the customer expectation. so that they will provide meaning information.1 RESEARCH Research in common place refers to a search for knowledge.  To recognize the relationship between the customer and company.2 METHODOLOGY Methodology is a plan of action for a research project and explains in detail how data are collected analyzed and presented. Research is defined as systematic and scientific search for pertinent information on specific topic or area of study. CHAPTER IV RESEARCH METHODOLOGY 4. 4 DESCRIPTIVE RESEARCH This type of research design is undertaken in many circumstances. 4. from which source and what procedures. Descriptive research is used in this project. so in this project study comes under descriptive research design. What.3 RESEARCH DESIGN A Research design is purely and simply the framework or plan for the guides the collection and analysis of data. Occupation or income etc.5 RESEARCH INSTRUMENT USED The questionnaire was found to be the most suitable type of research instrument to collect data. A Research design might be described as a series of advance decision that taken together from a specific master plan or the model for the conduct of the investigation. designed to collect facts and options from the respondents. 4. it is used to generate the raw data on which findings were based. 4.6 QUESTIONNAIRE CONSTRUCTION A questionnaire is an assembly of carefully formulated questions. It is important tool of the research. When the researcher is interested in knowing the characteristics of certain groups such as age. it is used to generate the raw data on which findings were based. It’s an important tool of the research. The aim of the designing questionnaire was .4. education level. sex. When. It is the overall operational pattern or framework of the project that stipulated the information to be collected. and How” of the subject under investigation. Where. The Objective of such study is to answer the “Who. 7.8 SAMPLING PLAN Due to cost and time involved in collecting the data from all the respondents. and thus happens to be original in character for this study. 4. 4. primary data involves questionnaires.7. Sampling plan explains the o Sampling unit o Sampling size o Sampling method . it becomes a compulsion to choose representation.o To obtain accurate data o To make interview as interesting and stimulating o To be easily analysis o To facilitate efficient administration of information. Data is the foundation for all marketing research.1 Primary data Primary data are those. Primary data Secondary data 4.2 Secondary data Profile of the company has been used for information of the study. which are collected afresh and for the first time.7 SOURCE AND COLLECTION OF DATA The task of data collection begins after research problems have been defined and research design chalked out. The researchers can obtain data form. 4. • Area Of Sampling: The area of sampling was taken in puducherry state. 1. Percentage Method. The sampling units for this study are customers of Ponlait.o Area of sampling • Sampling Unit: The sampling unit is who is to be surveyed? That is sampling unit is who are all the respondent is called sampling unit. • Sampling Method: Different types of sampling methods are available. PERCENTAGE METHOD: .9 STATISTICAL TOOLS To arrange and interpret the collected data the following statistical tools were used. Chi. 4. This sampling method used the principles of non-probability technique.square Analysis. 1. 2. In this study the convenience sampling was selected for this research. Puducherry. • Sampling Size: The sample size for this study is 100. of respondents favorable Percentage of Respondents = Total no.square analysis in statistics to text the goodness of fit to -verify the distribution of observed data with assumed theoretical distribution x 100 The formula for computing Chi – Square (x x2 = Σ{(O-E)^2/E} CHAPTER V DATA ANALYSIS AND INTERPRETATION TABLE 5. It can be generally calculated.1 TABLE SHOWING SIZE OF THE HOUSE HOLD OF REPONDENTS NO. No. It is used for making comparison between two or more series of data. of respondents 2.The percentage method was extensively used for findings various details. CHI – SQUARE ANALYSIS Chi.NO 1 2 3 ` PARTICULAR 3 5 >5 Total PERCENTAGE 42% 52% 6% 100% .OF RESPONDENTS 42 52 6 100 S. TABLE 5.2 TABLE SHOWING AGE OF THE RESPONDENTS .1 CHART SHOWING SIZE OF THE HOUSE OF RESPONDENTS size of hosue hold 60 50 40 30 20 Percent 10 0 3 5 >5 size of hosue hold INFERENCE From the above table 52% of respondents belongs to the size of the house hold 5 and 42% of the belongs to the size of the house is 3 and 6% of respondents belongs to the size of the house hold is more.CHART 5. 3 TABLE SHOWING SEX OF THE RESPONDENTS .NO 1 2 3 PARTICULAR 15-25 25-35 35-45 Total NO. TABLE 5.2 CHART SHOWING AGE OF THE RESPONDENTS age 50 40 30 20 Percent 10 0 15-25 25-35 35-45 age INFERENCE From the above table 45% of the respondents are between 25 yrs to 35 yrs and 32% of the respondents are between 15yrs to 25yrs and 23% of the respondents are between 35yrs to 45.S.OF RESPONDENTS 32 45 23 100 PERCENTAGE 32% 45% 23% 100% CHART 5. NO PARTICULAR NO.4 TABLE SHOWING EDUCATION OF THE RESPONDENTS .3 CHART SHOWING SEX OF THE RESPONDENTS sex 60 50 40 30 20 Percent 10 0 m ale fem ale sex INFERENCE From the above table 51% of the respondents are male who comes and buy the milk and 49% of the respondents are female who comes and buy the milk.S. TABLE 5.OF RESPONDENTS PERCENTAGE 1 2 male female Total 51 49 100 51% 49% 100% CHART 5. S.4 CHART SHOWING EDUCATION OF THE RESPONDENTS education 60 50 40 30 20 Percent 10 0 sslc and hsc degree uneducation education INFERENCE From the above table 56% of the respondents education are Degree holder and 36% of the respondents are SSLC and HSS and 8% of the respondents are uneducated. TABLE 5.OF RESPONDENTS 36 56 8 100 PERCENTAGE 36% 56% 8% 100% CHART 5.NO 1 2 3 PARTICULAR SSLC AND HSS Degree Un Education Total NO.5 TABLE SHOWING OCCUPATION OF THE RESPONDENTS . NO 1 2 3 4 PARTICULAR Agriculture Business Salaried Others Total RESPONDENTS 22 49 22 7 100 PERCENTAGE 22% 49% 22% 7% 100% CHART 5.6 .OF S.5 CHART SHOWING OCCUPATION OF THE RESPONDENTS occupation 60 50 40 30 20 Percent 10 0 agriculture business salaried others occupation INFERENCE From the above table 49% of the respondents occupation is business and 22% of the respondent occupation is agriculture and 22% of the respondents occupation is Salaried and other are 7%. TABLE 5.NO. 6 CHART SHOWING CONSUPTION OF TIME consumption time 60 50 40 30 20 Percent 10 0 twice a day once a day consumption time INFERENCE From the above table 53% of the respondents buy the milk once a day and 47% of the respondents buy the milk twice a day.NO 1 2 PARTICULAR Twice a day Once a day Total NO.OF RESPONDENTS 47 53 100 PERCENTAGE 47% 53% 100% CHART 5.TABLE SHOWING CONSUPTION OF TIME S. . OF RESPONDENTS 31 47 22 100 PERCENTAGE 31% 47% 22% 100% CHART 5.7 CHART SHOWING PURPOSE OF THE UTILIZATION purpose of utilization 50 40 30 20 Percent 10 0 fam ily tea stall others purpose of utilization INFERENCE From the above table 47% of the respondents purpose of utilization is Tea stall and 31% of the respondents purpose of utilization is family and 22% is other purpose.TABLE 5. .7 TABLE SHOWING PURPOSE OF THE UTILIZATION S.NO 1 2 3 PARTICULAR Family Tea stall Others Total NO. NO 1 2 3 4 PARTICULARS 200 ml 500 ml 1000ml > 2 lt Total NO.9 .8 CHART SHOWING PURCHASE OF MILK IN DAY quantity 40 30 20 10 Percent 0 200 ml 500 m l 1000ml > 2 lt quantity INFERENCE From the above table 27% of the respondents are buying 500ml of milk in a day and 25% of the respondents are buying 250ml of milk in a day and 5% of the respondents are buying more than 2lts of milk in a day and 13% of respondents are buying 1lts of milk in TABLE 5.TABLE 5.OF RESPONDENTS 25 27 13 35 100 PERCENTAGE 25% 27% 13% 35% 100% CHART 5.8 PURCHASE OF MILK IN A DAY S. 9 CHART SHOWING OPINION ABOUT THE MILK IN PONLAIT opin ion 70 60 50 40 30 20 Percent 10 0 g oo d satisfa ctory b a d opinion INFERENCE From the above table 59% of the respondents told that satisfactory and 33% of the respondents told that good and 8% of the respondents told that bad Regarding the opinion about the milk in ponlait.TABLE SHOWING OPINION ABOUT THE MILK IN PONLAIT S. TABLE 5.10 .OF RESPONDENTS PERCENTAGE 33% 59% 8% 100% 1 2 3 Good Satisfactory Bad Total 33 59 8 100 CHART 5.NO PARTICULAR NO. 10 CHART SHOWING GETING A MILKREGULARLY IN LOCAL BOOTH con in local booth 60 50 40 30 20 Percent 10 0 yes no con in local booth INFERENCE From the above table 53% of the respondents are told that they can get a milk regularly in local booth and 47% of the respondents are told that they can’t able to get the milk regularly in local booth.NO 1 2 PARTICULAR Yes No Total NO.TABLE SHOWING GETING A MILK REGULARLY IN LOCAL BOOTH S. TABLE 5.OF RESPONDENTS 53 47 100 53% 47% 100% PERCENTAGE CHART 5.11 AS MUCH QUANTITY OF MILK AS REQUIRED FROM THE LOCAL BOOTH . TABLE 5.S.OF RESPONDENTS 66 34 100 PERCENTAGE 66% 34% 100% CHART 5.NO 1 2 PARTICULAR Yes No Total NO.12 TABLE SHOWING THE PRICE CHARGED FOR MILK .11 CHART SHOWING AS MUCH QUANTITY OF MILKAS REQUIRED FROM THE LOCAL BOOTH m ilk re q u ire d 7 0 6 0 5 0 4 0 3 0 2 0 Percent 1 0 0 ye s n o 2 1 m ilk re q uire d INFERENCE From the above table 66% of the respondents told that as much of quantity milk are recovered from the booth and 34% of the respondents told that as much of quantity milk can not recovered from the booth. 13 TABLE SHOWING ANY LEAKEGES IN THE PACKAGE OF MILK .S.NO 1 2 3 PARTICULAR high low satisfaction Total NO.OF RESPONDENTS 54 16 30 100 CHART 5.12 PERCENTAGE 54% 16% 30% 100% CHART SHOWING THE PRICE CHARGED FOR MILK price charge 60 50 40 30 20 Percent 10 0 high low satisfication 11 price charge INFERENCE From the above table 54% of the respondents told that price charged is high and 30% of the respondents told that price charged is satisfaction and 16% of the respondents told that price charged is low. TABLE 5. NO 1 2 3 PARTICULAR never occasionally frequently Total NO.13 CHART SHOWING ANY LEAKEGES IN THEPACKAGE OF MILK leakage 60 50 40 30 20 Percent 10 0 never occasionally frequently leakage INFERENCE From the above table 52% of the respondents told that there will be occasionally leakage in the pack and 28% of the respondents told that there will be never leakage in the pack and 20% of the respondents told that frequently leakage in the pack. .OF RESPONDENTS 28 52 20 100 PERCENTAGE 28% 52% 20% 100% CHART 5.S. 14 TABLE SHOWING AVALABILITY OF MILK IN BOOTH S.TABLE 5.OF RESPONDENTS 58 42 100 CHART 5. TABLE 5.15 TABLE SHOWING TYPE OF THE MILK BUY FORM THE PONLAIT .14 CHART SHOWING AVALABILITY OF MILK IN BOOTH PERCENTAGE 58% 42% 100% availability of m ilk 60 50 40 30 20 Percent 10 0 available not available availability of m ilk INFERENCE From the above table 58% of the respondents told the milk is available in the booth and 42% of the respondents told the milk is not available in the booth.NO 1 2 PARTICULAR available not available Total NO. 15 CHART SHOWING TYPE OF THE MILK BUY FORM THE PONLAIT range of m ilk con 70 60 50 40 30 20 Percent 10 0 tonned m ilk flavored m ilk butter m ilk others range of m ilk con INFERENCE From the above table 58% of the respondents are opted for flavored milk and 33% of the respondents are opted for tonned milk and 7% of the respondents opted for butter milk and 2% opted for others.S.16 .OF RESPONDENTS 33 58 7 2 100 PERCENTAGE 33% 58% 7% 2% 100% CHART 5. TABLE 5.NO 1 2 3 4 PARTICULAR Tonned milk Flavored milk Butter milk Others Total NO. OF RESPONDENTS 47 41 12 100 PERCENTAGE 47% 41% 12% 100% CHART 5.NO 1 2 3 PARTICULAR Ruchi Arokiya Komatha Total NO.TABLE SHOWING WHICH BRAND DOES YOU PREFER IFPONLAIT IS NOT AVAILABE IN THE MARKET S.16 CHART SHOWING WHICH BRAND DOES YOU PREFER IFPONLAIT IS NOT AVAILABE IN THE MARKET a lte rn a tiv e 5 0 4 0 3 0 2 0 Percent 1 0 0 ru ch i a ro k iya k o m a th a a lte rn a tiv e INFERENCE From the above table 47% of the respondents offer for the ruchi and 41% of the respondents offer for the arokiya and 12% of the respondents offer for the komatha. TABLE 5.17 CROSS TABULATION . CHAPTER VI 6.1 FINDINGS OF THE STUDY .870 . (2-sided) .0% Con in local booth * occupation Cross tabulation Count occupation agriculture 13 9 22 Total business 25 24 49 Chi-Square Tests con in local booth yes no salaried 12 10 22 others 3 4 7 53 47 100 Total Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association . Sig.717 .0% Missing N 0 Percent .869 .715 .0% Total N 100 Percent 100.332 df 3 3 1 Asymp.0s%) have expected count less than 5.29. The minimum expected count is 3.con in local booth * occupation Cases Valid N 100 Percent 100.564 N of Valid Cases 100 2 cells (25. • • • • • • • • 52% of respondents belongs to the size of the house hold 5 and 42% of the belongs to the size of the house is 3 and 6% of respondents belongs to the size of the house hold is more 5. 49% of the respondent’s occupation is business and 22% of the respondent occupation is agriculture and 22% of the respondent’s occupation is Salaried and other are 7%. 54% of the respondents told that price charged is high and 30% of the respondents told that price charged is satisfaction and 16% of the respondents told that price charged is low 52% of the respondents told that there will be occasionally leakage in the pack and 28% of the respondents told that there. 45% of the respondents are between 25 yrs to 35 yrs and 32% of the respondents are between 15yrs to 25yrs and 23% of the respondents are between 35yrs to 45yrs. 51% of the respondents are male who comes and buy the milk and 49% of the respondents are female who comes and buy the milk. 47% of the respondents purpose of utilization is Tea stall and 31% of the respondents purpose of utilization is family and 22% is other purpose. will be never leakage in the pack and 20% of the respondents told that frequently leakage in the pack. 56% of the respondents education are Degree holder and 36% of the respondents are SSLC and HSS and 8% of the respondents are un education. 27% of the respondents are buying 500ml of milk in a day and 25% of the respondents are buying 250ml of milk in a day and 35% of the respondents are buying more than 2lts of milk in a day and 13% of respondents are buying 1lts of milk in a day. . 53% of the respondents buy the milk once a day and 47% of the respondents buy the milk twice a day. • • • • • • 59% of the respondents told that satisfactory and 33% of the respondents told that good and 8% of the respondents told that bad regarding the opinion about the milk in ponlait. 53% of the respondents are told that they can get a milk regularly in local booth and 47% of the respondents are told that they can’t able to get the milk regularly in local booth 66% of the respondents told that as much of quantity milk are recovered from the booth and 34% of the respondents told that as much of quantity milk can not recovered from the booth.  Opinion of the ponlait milk show 59% says satisfactory and the 33% says it good. So the consumption of the milk once a day has to be increased. 58% of the respondents are opted for flavored milk and 33% of the respondents are opted for tonned milk and 7% of the respondents opted for butter milk and 2% opted for others. So the ponlait has to improve from satisfactory level to good by increasing its quality and services. So the family utilization has to be increased by way of creating a awareness programs to the family. .2 SUGGESTION AND RECOMMENDATIONS  The respondent of the consumption of the milk once a day is not more greater than the twice a day.• • • 58% of the respondents told the milk is available in the booth and 42% of the respondents told the milk is not available in the booth.  The Purpose for utilization shows that tea stall is utilizing more when compare to the family utilization. 47% of the respondents offer for the ruchi and 41% of the respondents offer for the arokiya and 12% of the respondents offer for the komatha 6. Their is shortage of milk booth. The ponlait has to increase the sales volume of the tonned milk and butter milk by giving from offer to that milk.  Leakage in the package of the milk occasionally 52%. The ponlait has to increase the quality of the package in order to avoid the leakage. So it has to increase its producing the milk.  When compare to flavored milk. So that ponlait has to reduce the price up to some extend. CHAPTER VII CONCLUSION Consumer are satisfied with the ponlait for its Quality.  Availability of milk in the booth is not up to satisfactory level because 42% of customers say that they are not getting milk from the booth. So the Company has increased the milk booth. So that the demand for the milk in the market can be increased by this way. the tonned milk and the butter milk sales is less. So the ponlait has to increase the producing of the milk in higher quantity. The milk regularly getting from the local booth is not at the satisfactory level because 47% of the customers says that milk is not getting regularly. So in order to avoid the leakages in the pack.  The price charged by the ponlait shows that 54% of the customer says its high and 30% of the customers satisfactory. price . So that the puducherry government should take a step to give a subsidiary for the cattle owners. So that he customer can able to get the milk easily from the milk booth. So the ponlait has to meet the customer demand regularly. . The demand in the market is more for Ponlait milk. Some of the Respondents are not co-operative to fill the answer for the question.1 LIMITATIONS OF THE STUDY • • • • The entire study applies only to the Pondicherry Co-operative Milk Producer’s Union Ltd. . Time constrain was one of the major limitation of the study. Puducherry. Many of the respondents are answering the questions with bias.CHAPTER VIII 8. To do the study in a logical and systematic way.8. . To make the study as reliable in nature.2 SCOPE FOR THE FURTHER STUDY • • • • To provide a valuable suggestions and recommendations to the company on the basis of analysis & interpretation. Project helps to deal with forecasting the needs for the company. Name: 2.1 QUESTIONNAIRE 1. Size of the house hold a) No. Age : b) No. of children . of adults 3.CHAPTER IX APPENDICES 9. Occupation : a) Agriculture b) business c) salaried d) others 7. Are you getting milk regularly from local booth a) yes b) no 12. Can you get as much quantity of milk as required from a local booth a) yes b) no 13. What is the opinion about the quality of milk a) Good b) satisfactory c) bad 11. Purpose of utilization a) family purpose b) tea stall c) other 9. What do you feel about price charged a) high b) low c) satisfactory 14.4. Do you find any leakages in the package or any bad smell in the package a) Never b) occasionally c) frequently b) female . Education : 6. How many times do you purchase milk a) Twice a day b) once a day 8. Sex : a) Male 5. How much quantity of milk do you purchase in a day a) 200 ml b) 500 ml c) 1000 ml d) 2 lts 10. 3. Any suggestions for improvement 9. 2005. Second edition. GUPTA S. Which type of milk you usually buy from ponlait a) Tonned milk b) flavored milk c) butter milk d) others 17.15.2004 2.2 BIBLIOGRAPHY 1. Thirty fourth editions.P. KOTHARI. . If the product is not available in the market which brand do you prefer a) Ruchi b) Arokiya c) komatha d) tamil milk 18.C. PHILIP KOTLER “MARKETING MANAGEMENT” eleventh edition.Methods & Techniques” New Age International (P) Ltd. How do you feel the availability of milk in the booth a) regularly b) available c) not available 16. “Research methodology. “Statistical Methods” Sultan chand & sons Publishers New Delhi.R. New Delhi.