A Study On Customer Satisfaction In

RA Polymers
Submitted by
N.NITHISHA
[ REG NO: 962022631105]

A Project Report Submitted to the Faculty of Management Sciences In

partial fulfilment for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

SATYAM COLLEGE OF ENGINEERING AND TECHNOLOGY,ARALVAIMOZHI

ANNA UNIVERSITY: CHENNAI

SEPTEMBER– 2023
SATYAM COLLEGE OF ENGINEERING & TECHNOLOGY

(Approved by AICTE and Affiliated to Anna University, Chennai)

Satyam Nagar, Aralvaimozhi, Kanyakumari- 629 301

BONAFIDE CERTIFICATE

This is to certify that the Project Report entitled, “A

study on Customer satisfaction in RA polymers” is the bonafide work carried
out by N.NITHISHA [Reg.No:96022631105] of MASTER OF BUSINESS
ADMINISTRATION, Department of Management Studies, SCET, Aralvaimozhi
during the Academic Period 2023-2024 in partial fulfilment of the requirements
for the award of the degree of Master of Business Administration and that the
Report has not formed the basis for the award previously of any degree,
Diploma, Associateship, Fellowship or any other of similar title, and that the
Report represents entirely an independent work on the part of the candidate.

Place :

Date :

Viva-Voce Examination held on:

Project Guide Head of the Department

Internal Examiner External Examiner

DECLARATION

I hereby state that the Project Report entitled , “A study

on Customer satisfaction in RA polymers” for the partial fulfilment for the
award of degree of Master of Business Administration of Anna University,
Chennai-600 025 is a record of independent work carried out by me and the best
of my knowledge. I assure you that a similar work has not been submitted earlier
to Anna University or any other Institutions. The content of the report is based
on the data collected and observed by me.

Name of the Candidate: N.NITHISHA

Registration Number : 962022631105

Academic Year : 2023 - 2024

Signature of the Student

ACKNOWLEDGEMENT

It gives me great pleasure to acknowledge the efforts of all those

who have helped me in finalizing this Report. I thank God for having bestowed
his blessings on me to complete this Project Report.

I thank Dr.S.SURESH KUMAR,M.E.,Ph.D., Principal, Satyam College

of Engineering & Technology, Aralvaimozhi for providing me an opportunity to
pursue an MBA program in this prestigious Institution.

I extend my gratitude to S.SIVASAKTHI M.B.A., Professor & Head,

Department of Management Studies, Satyam College of Engineering &
Technology ,Aralvaimozhi for his support.

I thank my Project Guide M.ANUSIGA M.B.A., Assistant Professor,

Department of Management Studies, Satyam College of Engineering &
Technology ,Aralvaimozhi for his support and encouragement.

I submit my total gratitude ever to my parents, family members

and friends who have encouraged me at each step of this project.

N.NITHISHA
TABLE OF CONTENT

CHAPTER TOPICS PAGE NO

01 INDRODUCTION 1-6
1.1 INTRODUCTION 2
1.2PROFILE OF THE STUDY AREA 3

02 REVIEW OF LITERATURE 7-9

03 RESEARCH AND METHODOLOGY 10-13

3.1 TITLE OF THE STUDY 11
11
3.2 OBJECTIVE OF THE STUDY
11
3.3 RESEARCH DESIGN 12
3.4 SAMPLE SIZE 12
3.5 SAMPLE UNIT 12
3.6 NATURE OF DATA 12
3.7 TOOLS FOR DATA COLLECTION 12
12
3.8 DATA ANALYSIS
12
3.9 PERIOD OF DATA 13
3.10 LIMITATION OF THE STUDY 13
04 DATA ANALYSIS AND INTERPRETATIONS 14-27

05 FINDINGS AND SUGGESTIONS 28-30

5.1 FINDINGS 29
5.2 SUGGESTION 29
5.3 CONCLUSION 30
LIST OF TABLES

TABLE PAGE.
DESCRIPTION
NO NO

4.1.1 Age of respondents 15

4.2.1 Gender of respondents 16

4.3.1 Marital status of the respondents 17

4.4.1 Qualification of respondents 18

4.5.1 Customer of the RA Polymers 19

4.6.1 Quality of product in RA Polymers 20

4.7.1 Need to improve 21

RA Polymer product meet customer

4.8.1 22
needs

4.9.1 Experience with RA Polymer products 23

Behaviour of customer support

4.10.1 24
representatives

4.11.1 Disappointed about the product/service 25

4.12.1 Impressed about the product / service 26

4.13.1 Use of RA Polymer products 27

LIST OF GRAPHS

GRAPH PAGE.
DESCRIPTION
NO NO

4.1.1 Age of respondents 15

4.2.1 Gender of respondents 16

4.3.1 Marital status of the respondents 17

4.4.1 Qualification of respondents 18

4.5.1 Customer of the RA Polymers 19

4.6.1 Quality of product in RA Polymers 20

4.7.1 Need to improve 21

4.8.1 RA Polymer product meet customer needs 22

4.9.1 Experience with RA Polymer products 23

Behaviour of customer support

4.10.1 24
representatives

4.11.1 Disappointed about the product/service 25

4.12.1 Impressed about the product / service 26

4.13.1 Use of RA Polymer products 27

CHAPTER - 01
INDRODUCTION

1
1.1 INTRODUCTION

Customer satisfaction is defined as a measurement that

determines how happy customers are with a company’s products, services, and
capabilities. Customer satisfaction information, including surveys and ratings,
can help a company determine how to best improve or changes its products and
services. An organization’s main focus must be to satisfy its customers. This
applies to industrial firms, retail and wholesale businesses, government bodies,
service companies, non-profit organizations, and every subgroup within an
organization. Customers include anyone a company provides products, services
or experiences. For example, a car dealership's customers are individual buyers
and a hospital's customers are patients. Many businesses are actually both
providers and customers. For instance, a hospital is a provider for patients by
offering healthcare and a provider for insurance companies by releasing data on
patients, but hospitals are also customers of insurance companies, which pay
hospitals for their services.

The relevance and importance of understanding customer

satisfaction is rotted is the modern marketing concept in order to operational
this concept, management attempts to solve some consumption problems of
customers however, no business possibly help customer solve their
consumption problems unless he understands them and unless he makes an
attempt to comprehend the buying process and the factors influencing it.

Customer satisfaction is dynamic. Therefore, it is necessary

to continuously study, analyse and understand it and monitor this
understanding to the marketing management so that effective decision can be
taken it respect of products hinges in the kind of predisposition positive negative
that a customer has developed towards it. It is essential to study and analyse it
in order to understand why he/she has developed such a predisposition?
Besides, and the described in the preceding chapter, in particular the role of the
government and the steadily emerging customer movement, necessitates that
marketer in India must understand customer satisfaction their needs
aspirations, expectations and problems. It will be extremely useful in exploiting
marketing opportunities and in meeting the challenges that the Indian market
offers.

2
1.2 PROFILE OF THE STUDY AREA

Valliyur is a Special Grade Town Panchayat in Radhapuram

taluk in Tirunelveli district in the Indian state of Tamil Nadu.Valliyur is one of the
fastest-growing towns in Tirunelveli district. This town is located along NH 7. It
gets its name from the goddess Valli, consort of Lord Murugan. The place
connects the big city of Tirunelveli to the city of Nagercoil and town of
Kanyakumari on NH 7. As per Census 2011, the population of Vadakku Valliyur
Town Panchayat is 29,417. Female population of 14,883 outnumbers male
population of 14,534. This population figures do not include the newly
developed residential areas which do not come under the Town Panchayat limit.

FORM OF OWNERSHIP

Mr. Selvakumar is owner of the RA Polymers manufacturing

company. This company was started in the year of 2020 due to his effort. He was
a great hard worker.

REGISTERATION

RA Polymer Company is a small-scale industry. The company

register number is 33FAKPS9420M1Z2.

SOURCE OF FINANCE

RA Polymer Company has taken their own money from the

saving for their business purpose. Now they have earned the profit of 1.50 lakhs
per month.

NUMBER OF EMPLOYEES

There are 27 workers in RA Polymers Company in which 15

male workers and 12 female workers in the company.

3
ORGANIZATIONAL CHART

GERNARAL MANAGER

Sales Production Financial

Department Department Department

Production
Accountant
Department
Marketing

package and
storage
Customer
Relationship
Management
Mold Design

Blow Molding

Finishing

Quality control

Shipping

4
MANUFACTURING PROCESS

Co-Extrusion Blow Moulding Multi-layered bottles are

produced through co-extrusion blow moulding. The layers are extruded
together in the parison and fused into the final bottle. The Co-extrusion
technique can be used to accomplish cosmetic effects such as adding soft-touch
matte without needing an additional spraying procedure or preserving PCR on
the outside layer of the bottle while using virgin material on the inside to
safeguard the formula. This method can also be used to extend the barrier
qualities of bottles in the same manner that it is used for tubes.

Extrusion Blow Moulding

The parison forms vertically in the extrusion blow moulding

process. The wall thickness is controlled by adjusting the orifice size through
which the parison extrudes. It then closes the mould over the parison as it hangs
and transfers it to the blow moulding station. This is where the bottle is made,
as previously highlighted in the second phase of the RBM process. The problem
of non-uniformity of the hanging parison is solved by varying the wall thickness.
The weight of the formed portion would otherwise extend the hot and still-
forming area above it. As the parison forms, the wall thickness increases to
achieve a consistent thickness across the formation.

Injection Moulding

Injection-moulded bottles are uncommon, although the

technique may be utilized to mould a particular purpose when extremely tight
tolerances are necessary. Plastic is pumped into a closed mould between the
cavity and core inserts during injection moulding. The part cools as the
pressure pulls the plastic into the hollow. The mould opens, releasing the final
portion. Ejecting the part from the injection moulded would require too much
labour and expenditure for a narrow-mouthed container, such as a bottle. This
is why injection moulded bottles are uncommon, and blown bottles are more
common. If the wall is straight, or if the application requires threading on both
the inside and outside of the neck, an injection moulded "bottle" could be
possible.

5
Reheat and Blow Moulding

This procedure consists of two steps of the standard Reheat and Blow Machine
(RBM) bottle production process.

1. Injection Blow Moulding

For the manufacture of hollow plastic products, the injection

blow moulding (IBM) process is employed. Injection blow moulding is a three-
stage process. Melted plastic is pumped into a mould cavity to create a preform
parison during the first stage. The preform is formed like a test tube, but it has
a moulded screw finish on top. The preform is subsequently sent to the second
stage of blow moulding. To inflate a preform against a cold mould chamber, the
air is pumped through a core pin. After that, the container is moved to the third
station for ejection.

Processes can be executed in two ways i.e., one-step injection moulding

process; and two-step injection moulding process. These happen when:

• Melted polymer is initially injected into the final shape of a cold mould
container. It is then released, resulting in a one-step injection moulding
process.
• At the first stage, the melted plastic is injected into a mould, producing a
perform. The cold perform is then transferred to another machine,
enclosed in a mould, heated, stretched with a pin to the necessary
length, and blown into the proper mould shape. This is called a two-step
injection moulding process.

2. Stretch Blow Moulding

The injection blow moulding process serves as the

foundation for stretch blow moulding. This involves moulding a preformed
parison before transferring it to a blow moulding chamber. To orient and align
the molecules, the parison is stretched biaxially during blow moulding. The
container's gas barrier, stiffness, clarity, and impact strength are all improved
because of this orientation. Containers can thus be lighter as a result. PET and
polypropylene are examples of stretch blow moulding resins.

6
CHAPTER-02
REVIEW OF LITRATURE

7
REVIEW OF LITERATURE

1. Das Prasun (2009) examined in this study that any effort which has been taken
for finding a pleasure of customers while buying of services related to any sector
is based on the customers. An article on satisfaction of customer’s looks twisty
as well as it covers various segments which are accounting, management and
marketing, etc. he said that customers satisfaction is related to all the functions
and it also depends upon the employee’s performance. Customer satisfactions
one of the best methods of attracting customer by providing better service to
the customers so that they become loyal towards the service provider. DAS P,
Customer’s satisfaction towards organized retail (2009).

2. Anderson (2004) examined that there is a positive integration between

satisfactions of the customers at store level. Customer satisfaction I s the best
way which will enhance the financial performances, profitability of the company
and number of customers who will directly or indirectly increases the revenue
of the company. Customer satisfaction also says that if any company has large
number of satisfied customer’s base d, then the company is the market leader
because their quality services, standard services at low price. ANDERSON,
Customer satisfaction with waits in multi stage services (1995).

3. Babakus (2008) examined that if service quality is linked to the customer

satisfaction within service providing firm and found that service quality has a
significant impact on the profit of the firm. It means quality of service directly
impact on the profit of the firm or services quality leads to the customer
satisfaction and it increases the profit of the organization or firm. BABAKUS,
Linking perceived quality and customer satisfaction (2008).

4. Dinesh kumar, P. Vikkraman (2012) studied that satisfaction of customer are

largely remembered as the main component for attracting the customers for the
post purchase behaviour. The customers who are satisfied are used to say to
other people about their positive experience and then engaged in word-of-
mouth advertising for positive sense. Word of mouth is the best way of
marketing because an experienced customer is attached in such activity.
DINESH.K, P. VIKKRAMAN; Customer satisfaction towards organization retail
outlet (2012).

8
5. DR. T N R. Kavitha, Mr. R Mohana, Sundaram (2010), studied that customer
satisfaction towards any service is carried out with some objectives like
determining the customer expectation and to know the satisfaction level. It
means if any company is focusing on the customer satisfaction of customer than
there is motive behind, it which is to retain large number of customers and to
know the expectations of the customers.

DR. T.N.R. KAVITHA, MR, R. MOHANA; A Study on customer satisfaction towards

smart phone user (2015).

6. Ms. Jayshree Chavan, Mr. Faizan Ahmed (2013), studied that today all the
retail industries are customer oriented and they are focusing on the customer
needs and then start to realize that the company is more over depending on the
standards of the services offered to all of the customers.

MS JAYSHREE C, Factors affecting on customer satisfaction (2013).

7. S M Sohail Rana, Abdullah Osman, MD. Aminul Islam (2014), analyse that
the industry and its services are becoming popular day by day companies’ day
by day. Companies in this sector are paying more focus for the development of
the industry. This fresh research focuses on all the determinants which
constitute customer pleasure in the retail services. Satisfaction of customers in
this industry is important indicator and shown how well dealers meet the
customer’s expectations.

S M SOHEL R, ABDULLAH O, Journal an Asian scientific research (2014)

8. Jyotsna Sharma, Jagdeep Singh, Amandeep Singh, (2020), Customer are

satisfied with one service quality factor or more than one at a time. So, the
various factors are summarized into nine dimensions named communication,
reliability, credibility, tangibility, security, competence, responsiveness,
understanding, access.

Jyotsna Sharma, Jagdeep Singh, Amandeep Singh. (2020). Impact of E-Banking

Service Quality on Customer. International Journal of Recent Technology and
Engineering (IJRTE).

9
CHAPTER-03
RESEARCH DESIGN

10
RESEARCH DESIGN

3.1 TITLE OF THE STUDY

“A study on Customer satisfaction in RA polymers”

3.2 OBJECTIVE OF THE STUDY

The following are the important objectives of the study:

➢ To study the customer profile of RA polymer products.

➢ To study the customer opinion about the brand image.
➢ To know the customer perception level regarding the RA polymers.
➢ To know the improve and suggestion of RA Polymers.

3.3 RESEARCH DESIGN

A research design is the arrangement of conditions for collections and analysis

of data in a manner that aims to combine relevance to the research purpose
with economic in procedure.

STATEMENT OF THE PROBLEM

RA polymers play a vital role in marketing. The success of the RA polymers and
their products depends not only, the marketing but also the customer’s
behaviour pattern towards their product. To have better marketing the union
needs a maximum inspiration from the customer side. If marketing is done
without the execution of customer, it cannot run success fully for a long period
of time. So, an analytical study is conducted based on customer satisfied with
regard to market the polymers product.

SCOPE OF THE STUDY

The study helps to understand customer's preference and their

expectation from the business owners. The study can help to understand easy;
effectively customer’s needs and wants. It also helps to guide the management,
how to satisfy the loyal customer, the study will analyse the problems and
provide suggestions for the development of the industry.

11
3.4 SAMPLE SIZE

Here the study takes 27 samples. The size of the sample depends on a number
of

factors.

3.5 SAMPLE UNIT

The sample unit is in RA polymers at Vallioor.

3.6 NATURE OF DATA

While deciding about method of data collection to be used for the

study the researcher kept in mind for types of data.

Primary data

The primary data those which are collected a fresh and for the
first time and thus happen to be originate in characteristic primary data were
collected directly from the respondent.

secondary data

The secondary data from the other hand are those which have
already been collected from someone else and which have been passed through
the statistical process. Secondary data are collected from various sources the
pamphlets books. Journals and internet etc. In this study research had used both
type of data collection method.

3.7 TOOLS FOR DATA COLLECTION

The study employed both descriptive and inferential tools in analysing the data.
Descriptive statistical tools like cross tabulation, percentage, were employed to
analyse the collected data.

3.8 DATA ANALYSIS

The data collected through primary data and secondary data

12
3.9 PERIOD OF THE STUDY

The period of the study between August 2023 to September 2023. So, the period
of the study is three months.

3.10 LIMITATION OF THE STUDY

❖ The data collection is applicable in Vallioor panchayath only.

❖ The time period of study was restricted to limited days.
❖ The different views and opinions provided by the respondents were
subjected to
❖ Personal bias.
❖ The respondents may not be true in filling up the questionnaires.

13
CHAPTER-04
DATA ANALYSIS AND
INTERPRETATION

14
DATA ANLYSIS AND INTERPRETATION

Table 4.1

Table showing the age of respondents

S.NO AGE RESPONDENTS PERCENTAGE

1 20 5 18.52
2 21-30 8 29.64
3 31-40 8 29.64
4 41-50 4 14.80
5 ABOVE 50 2 7.40
TOTAL 27 100
Source: Primary data

GRAPH 4.1.2

Age of respondents
29.64 29.64
30
25
18.52
20 14.8
15
8 8 7.4
10 5 4
5 2

0
20 21-30 31-40 41-50 ABOVE 50

RESPONDENTS PERCENTAGE

INTERPRETATION

The above table and graph show that 29.64 % of the respondents
were aged between 21 -30, 29.64 % were aged between 30-40, 18.52 % were
aged below 20 years, and 14.80 %were aged above 41-50 years.7.40 % were
aged between above 50 years.

The majority 29.64 % of workers are age group between 21-30 years.

15
Table 4.2

Table showing the gender of respondents

S.NO GENDER RESPONDENTS PERCENTAGE

1 MALE 15 55.56
2 FEMALE 12 44.44
TOTAL 27 100
Source: Primary data

GRAPH 4.2.1

Gender of respondents

55.56
60
44.44
50
40
Axis Title

30
15
20 12
10
0
MALE FEMALE
Axis Title

RESPONDENTS PERCENTAGE

INTERPRETATION

The above table and graph show that 55.56 % of the respondents are male and
44.44 % of the respondents are female.

The majority 55.56 % of the respondents are male.

16
Table 4.3

Table showing the marital status of the respondents

S.NO GENDER RESPONDENTS PERCENTAGE

1 Married 22 81.48
2 unmarried 5 18.52
TOTAL 27 100
Source: Primary data

GRAPH 4.3.1

RESPONDENTS

22

MARRIED UNMARRIED

INTERPRETATION

The above table and graph show that 81.48 % of respondents

were married and 18.52 % of respondents were unmarried.

The majority 81.48 % of the employees are married.

17
Table 4.4

Table showing the qualification of respondents

S.NO QUALIFICATION RESPONDENTS PERCENTAGE

1 SSLC 12 44.44
2 HSC 9 33.34
3 DEGREE 6 22.22
TOTAL 27 100
Source: Primary data

Qualification of respondents

DEGREE

HSC

SSLC

0 5 10 15 20 25 30 35 40 45

Column1 PERCENTAGE RESPONDENTS

INTERPRETATION

The above table and graph show that 44.44 % of the respondents finished SSLC,
33.34 %of respondents completed HSC, and 22.22 % of respondents done
degree of respondents were completed others.

The majority 44.44 % of the employee’s educational qualification is SSLC

18
Table 4.5

Table showing the Customer of the RA Polymers

S.NO Customer of the RESPONDENTS PERCENTAGE

RA Polymers
1 1 YEAR 12 44.44
2 2 YEARS 9 33.34
3 MORE THEN 2 YEARS 6 22.22
TOTAL 27 100
Source: Primary data

GRAPH 4.5.1

INTERPRETATION

From this above table and graph show that 22.22% of the
customers are told that they are more than 2 years of customer in RA Polymers.
44.44% of the customers are told that they are 1year of customer in RA
Polymers. 33.34% of the customers are told that they are 2 years of customer in
RA Polymers.

The majority 44.44% of the customers are told that they are 1 years
of customer in RA Polymers.

19
Table 4.6

Table showing the Quality of product in RA Polymers

S.NO QUALITY OF RESPONDENTS PERCENTAGE

PRODUCT
1 BEST 7 25.92
2 GOOD 20 74.08
3 AVERAGE - -
4 POOR - -
5 NEED TO IMPROVED - -
TOTAL 27 100
Source: Primary data

GRAPH 4.6.1

Quality of product in RA Polymers

80 74.08

70
60
50
Axis Title

40
25.92
30 20
20
7
10 0 0 0 0 0 0
0
BEST GOOD AVERAGE POOR NEED TO
IMPROVED
Axis Title

RESPONDENTS PERCENTAGE

INTERPRETATION

From this table and graph show that 74.08% of the customers are told
that RA Polymers product quality is good. 25.92% of the customers are told that
RA Polymers product quality is best.

The majority 74.08% of the customers are told that RA Polymers

product quality is good.

20
Table 4.7

Table showing the need to improve

S.NO NEED TO IMPROVE RESPONDENTS PERCENTAGE

1 PRICE REDUCTION 10 37.04
2 QUALITY 6 22.22
3 CUSTOMER SERVICE 6 22.22
4 AVAILABILITY OF 5 18.52
PRODUCTS
TOTAL 27 100
Source: Primary data

GRAPH 4.7.1

Chart Title

40
35
30
25
20
15
10
5
0
PRICE REDUCTION QUALITY CUSTOMER SERVICE AVAILABILITY OF
PRODUCTS

RESPONDENTS PERCENTAGE

INTERPRETATION

From this table and graph show that 37.04% of the customers are
told that they want to improve price reduction. 22.22% of the customers are
told that they want to improve quality. 22.22% of the customers are told that
they want to improve customer service.18.52% of the customer are told that
they want to improve availability of products.

The majority 37.04% of the customers are told that they want to
improve price reduction.

21
Table 4.8

Table showing the RA Polymer product meet customer needs

S.NO MEET CUSTOMER RESPONDENTS PERCENTAGE

NEEDS
1 YES 100 100
2 NO - -
TOTAL 27 100
Source: Primary data

GRAPH 4.8.1

Product meet customer needs

100
100
100

80

60

40 Column1
0
PERCENTAGE
20
0
RESPONDENTS
0
YES NO

RESPONDENTS PERCENTAGE

INTREPRETATION

From this above table and graph show that 100% of the customers
are told that RA polymer product meet customer needs.0% of the customers are
told that RA polymer product not meet customer needs.

The overall majority 100% of the customers are told that RA polymer
product meet customer needs.

22
Table 4.9

Table showing the experience with RA Polymer products

S.NO SATISFACTION RESPONDENTS PERCENTAGE

LEVEL
1 VERY SATISFIED 8 29.64
2 SATISFIED 9 33.33
3 NEITHER AGREE 3 11.11
NOR DISAGREE
4 DISSATISFIED 3 11.11
5 VERY 4 14.81
DISSATISFIED
TOTAL 27 100
Source: Primary data

GRAPH 4.9.1

Experience with RA Polymer products

33.33
35 29.64
30
25
20 14.81
15 11.11 11.11
8 9
10
3 3 4
5
0
VERY SATISFIED SATISFIED NEITHER AGREE DISSATISFIED VERY
NOR DISAGREE DISSATISFIED

RESPONDENTS PERCENTAGE Column1

INTERPRETATION

The above table and graph show that 33.33% of the respondents
were satisfied 29.64% of the respondents were very satisfied. 14.81% of
respondents were very dissatisfied, 11.11% of respondents were dissatisfied
11.11% of respondents were highly neither agree nor disagree in experience
with RA polymer products.

The majority 33.33% of the respondents were satisfied with

experience with RA polymer products.

23
Table 4.10

Table showing the behaviour of customer support representatives

S.NO BEHAVIOUR OF RESPONDENTS PERCENTAGE

CUSTOMER
SUPPORT
REPRESENTATIVE
1 YES 22 81.48
2 NO 5 18.52
TOTAL 27 100
Source: Primary data

GRAPH 4.10.1

BEHAVIOUR OF CUSTOMER SUPPORT REPRESENTATIVE

18.52

81.48

YES NO

INTERPRETATION

From this table and graph shows that 81.48% of the respondents
feel like customer support representatives acted in best way. 5% of the
respondents feel like customer support representatives not acted in best way.

The majority 81.48% of the respondents feel like customer

support representatives acted in best way.

24
Table 4.11

Table showing the disappointed about the product/service

S.NO FACTORS RESPONDENTS PERCENTAGE

1 PRICE 7 25.92
2 QUALITY 3 11.11
3 USABILITY 2 7.41
4 SHOPPING & 15 55.56
EXPERIENCE
TOTAL 27 100
Source: Primary data

GRAPH 4.11.1

Disappointed about the product/service

60 55.56

50

40

30 25.92

20
11.11
7 7.41
10 3 2
0
0
PRICE QUALITY USABILITY SHOPPING &
EXPERIENCE

Series 1 PERCENTAGE Column1

INTERPRETATION

From this table and graph show that 55.56% of the respondents are
disappointed about the shopping experience. 25.92% of the respondents are
disappointed about the price. 11.11% of the respondents are disappointed
about the quality.7.41% of the respondents are disappointed about the
usability.

The majority 55.56% of the respondents are disappointed about the

shopping experience.

25
Table 4.12

Table showing the impressed about the product / service

S.NO FACTORS RESPONDENTS PERCENTAGE

1 PRICE 7 25.92
2 QUALITY 3 11.11
3 USABILITY 2 7.41
4 SHOPPING & 15 55.56
EXPERIENCE
TOTAL 27 100
Source: Primary data

GRAPH 4.12.1

Impressed about the product / service

60 55.56

50

40

30 25.92

20 15
11.11
7 7.41
10 3 2

0
PRICE QUALITY USABILITY SHOPPING &
EXPERIENCE

RESPONDENTS PERCENTAGE

INTERPRETATION

From this table 4.17 show that 37.04% of the respondents are
impressed about the quality. 25.92% of the respondents are impressed about
the usability.18.51% of the respondents are impressed about the shopping
experiance.18.51% of the respondents are impressed about the price.

The majority37.04% of the respondents is impressed about the

quality.

26
Table 4.13

Table showing the use of RA Polymer products

S.NO USE OF PRODUCTS RESPONDENTS PERCENTAGE

1 LESS THAN A MONTH 5 18.52
2 1-6 MONTH 6 22.22
3 1-3 YEARS 6 22.22
4 OVER 3 YEARS 10 37.04
TOTAL 27 100
Source: Primary data

GRAPH 4.13.1

Use of RA Polymer products

40 37.04

35

30

25 22.22 22.22
18.52
20

15
10
10 6 6
5
5

0
LESS THAN A MONTH 1-6 MONTH 1-3 YEARS OVER 3 YEARS

RESPONDENTS PERCENTAGE Column1

INTERPRETATION

From this table and graph show that 37.04% of the respondents are
told that they using of RA polymer product for over 3 years. 22.22% of the
respondents are told that they using of RA polymer product for 1-6
months.22.22% of the respondents are told that they using of RA polymer
product for 1-3 years.18.52% of the respondents are told that they using of RA
polymer product for less than a month.

The majority 37.04% of the respondents are told that they using of
RA polymer product for over 3 years.

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CHAPTER-05
FINDINGS, SUGGESTION
AND CONCLUSION

28
FINDINGS, SUGGESTION AND CONCLUSION

5.1 FINDINGS

The majority 29.64 percentages of workers are age group between 21-30
years.

❖ The majority 55.56 % of the respondents are male.

❖ The majority 81.48 % of the employees are married.
❖ The majority 44.44 % of the employee’s educational qualification is SSLC.
❖ The majority 55.56% of the customers are told that they are more than 2
years of customer in RA Polymers.
❖ The majority 37.04% of the customers are told that they want to improve
price reduction
❖ The overall majority 100% of the customers are told that RA polymer
product meet customer needs.
❖ The majority 33.33% of the respondents were satisfied with experience
with RA polymer products.
❖ The overall majority 100% of the respondents are told that they want to
buy a RA Polymer product again with their past experience
❖ The majority 55.56% of the respondents are disappointed about the
shopping experience.
❖ The majority37.04% of the respondents is impressed about the quality.
❖ The majority 37.04% of the respondents are told that they using of RA
polymer product for over 3 years.

5.2 SUGGESTION

❖ People generally consider price while purchasing products. so, the

company should emphasize on competitive prices.
❖ Proper advertisements should be presented in such a way that influences
the customers to start using online shopping.
❖ The websites of online shopping should be more user-friendly.
❖ Online sellers can be more concerned about delivery charges and delivery
times and products return policies. They can make it easier, quicker and
reliable, so that consumers can enjoy the online shopping experience.

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5.3 CONCLUSION

Customer satisfaction is the main factor for customers not only

for them but also for the company or firm. Therefore, if the customers are
satisfied with the product or services, then it helps the company to grow and
achieve more, will produce much quantity with good quality. According to the
survey conducted among the customers of “RA Polymers” we have come to
know that customer satisfaction can be achieved if the customers are satisfied
with the price reduction and extension of warranty & guarantee period of the
product and services. There is excellent relationship between the company and
the customers. There is proper guidance that how to use for the customers.
Hence the only problem being price and extension of product service period is
taken into account, the sales and efficiency of the output will be maximum thus
customer satisfaction can be achieved.

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ANNEXURE

31
A STUDY ON CUSTOMER SATISFACTION TOWARDS RA POLYMER PRODUCTS
IN VALLIOOR

QUESTIONNAIRE
1. Name:

2. Age?

a) 20 b) 21-30 c) 30-40 d) 41-50 e) above50

3. Gender?

a) Male b) Female

4. Married status?

a) Married b) Unmarried

5. Education qualification?

a) SSLC b) HSC c) Degree d) Others

6. How long you are being a customer of the RA polymer

a) 1 year b) 2 years c) more than 2 years

7. What about the quality of products in RA polymer?

a) best b) Good c) Average d) Poor

f) Need to be improved

8. If you want to improve any one of the following, what it would be?

a) Price reduction b) Quality

c) Customer service d) Availability of products.

9. Does RA polymer product meet your needs?

a) Yes b) No

10. How would you rate your experience with RA polymer products?

a) Very satisfied b) Satisfied c) Neither agree nor disagree

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d) Dissatisfied f) Very dissatisfied
11. What disappointed you most about the product/service?

a) Price b) Quality c) Usability d) shopping experience

13. What impressed you most about the product/service?

a) Price b) Quality c) Usability d) shopping experience

14. How long have you use RA polymer products

a) Less than a month b) 1–6-month c) 1-3 years

d) over 3 years

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