CHAPTER-1 INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator with in business. In a competitive market place where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element. Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a product is perceived performance (outcome) in relation to his or her expectations. As this definition makes clear, satisfaction is a function of perceived performance and expectations, if the performance falls short of expectations, the customer is dissatisfied, if the performance exceeds the expectations, the customers are highly satisfied (or) delighted.

Many companies are aiming for high satisfaction because customers who are just satisfied are still find it easy to switch when a better offer comes along, those who are highly satisfied are much less ready to switch. High Satisfaction or delight creates an emotional affinity with the brand, not just a rational performance. The result is high customer loyalty. Here I Am Doing My Research In NANDI PALYMERS PIPES, RENIGUNTA ROAD, THIRUPATI. Product .Customer Satisfaction

1.1INDUSTRY PROFILE
Plastics
Plastics have come to play a vital role in a variety of applications the world over. In our country plastics are used in making essential consumer goods of daily for common man such as baskets, shopping bags, water bottles, school bags, Tiffin boxes tooth brushes, spectacle frames and fountain peas. They also find applications in fields like packaging automobiles and transportation, engineering, electronics, telecommunications, defence, medicine and construction, plastics are growing in importance in agriculture and water management. The government of India recognizing the importance of plastics in agriculture. Forecast a tremendous growth of drip-irrigation through a network of plastic pipes and tubes. The plastics are classified into major classes: 1 The thermo plastics 2 Thermo sets 1. The Thermo Plastics The thermo plastics become sufficiently soft on the applications of heat. 2. Thermo Sets The thermoses on the other had become sufficiently soft only not the initial application of heat and pressure in the world to flow, but upon further applications of heat and pressure they are cured to hard, inert mounded piece, which cannot be reoffered but reheating.

Conventional materials
Light weight Excellent mould ability Attractive colors Low energy requirements for convention Low labour and cost of manufacturer Low maintenance Corrosion resistance

Importance of Nandi Pipes

Main occupation in India is agriculture for the developing country like India modernization of agriculture practices assumes pivotal place in improving the economic status and the process of modernization include usage of high productive tools and agricultural practices. The usage of poly vinyl chloride Nandi pipes in agriculture fields lesser water seepage which was predominant in earlier practices with the services of Nandi pipes water can be transported efficiently with lesser losses from the place of high water potential to the place of low water potential. Present revolutionary trend in water management speaks much about drip irrigation which is developed is real and practiced by agricultural based nations in the world tariff irrigation greatly deals with water management techniques uses Nandi pipes as core tools for implementation, Nandi pipes supplemented withy fittings are used in Nandi pipes unique heat chemical and physical characteristic serve many industrial purpose characteristic of light weight low price attract many more application. Plastics have becomes synonymous with modern living. It is undoubtedly a product, which has penetrated extensively into the common, mans life. No wonder the industry has achieved in terms of supply of raw materials, expansion and diversification of processing capacities and manufacturing of processing machine and ancillary The versatile material with its superior qualities such as light weight, easy process ability, corrosion resistance, energy conservation, non toxicity etc., may substitute to a large extent, many conventional and costly industrial materials like wood, metal, glass, jute, leather etc., 3

on the automobiles, electronics, packaging and agriculture give enough evidence of the immense utility of plastics. At present 80% of total requirement of raw material and almost all types of plastic machines required for the industry and indigenously available. The present investment in all three segment of the industry, namely production of raw materials, expansion and diversification of processing equipment ins Rs.1,250 cores and it provides employment to more than eight lakh people. Plastics have been subject to level not only at the central, but at state, and local government levels. These levels have affected the price of plastic of production adversely, because of their inherent advantage in properties and versatile in adptation and use, plastics have come to play a vital role in a variety of applications over the world. In our country, plastics are used in essential consumer goods of daily use for common man such as baskets, shopping bags tiffany boxes, hair combs, tooth brushes, spectacle frames and fountain pens etc., they also find applications in field like packaging and automobiles and transportation, engineering, electronics, telecommunications, defense, medicine, building and other construction plastics and its importance is also growing infield like agriculture and water management. The govt of India recognizing the importance of plastics in Agriculture, appointed on March 7th, 1981. National committee on the use of plastics in agriculture under the chairmanship of Dr. G.V.K .Rao. The committee has forecast a tremendous growth of drip irrigation through a network of plastic pipes and tubes. In its opinion, large scale adoption of irrigation would lend to support in demand for Nandi pipes HDPE tubes and polypropylene emitters. The committee has highlighted the importance of the use of Nandi resin in the manufacture of rigid pies, flexible pipes and sheeting, which are being used for agricultural operations to carry water for one place to another and also lining of ponds and reservoirs to reduce see page and most important. Engineering plastics are being increasingly used for various applications in automatic, electronics, telecommunications and other industries, the plastics are classified into two major classes thermoplastics and thermoses. The thermoplastics become sufficiently soft on the applications of heat. The thermoses on the initial application of heat and pressure in the mould to flow, but upon further application of heat and pressure they are cured to hard, insert melded piece which cannot be reoffered by reheating

HISTORY OF PLASTIC PIPES

Introduction to plastics Plastics, a class of polymers, can contribute to a wide spectrum of social goods such as poverty amelioration, improvement of quality living, employment creation, regional dispersal of industries. Till mid 70's most of plastics produced in India were consumed in conventionalizes uses like cables, telephone sets etc. The industry has however done well in the 1990's recording compound growth rate of almost 10%. In fact it can be considered one of fastest growing industries with a tremendous scope for further growth in the 1990's as per capita consumption of plastics of a population of 820 million at 0.7k.g. Per head, leaves room for huge growth. But in the year 1991, the gulf crisis had served repercussions on oil related industries. With India, so largely dependent on imported oil for its energy requirement and foreign exchange become a severe constraint, the price increase of polymers between Aug. 1991 and Feb. 1992 progressively reduced the supply of imported raw materials for the processor in India. Since 90-95% of the India plastic processing industry is made up of small scale units and 50% of polymers need to be imported, for almost 8 moths of the year capacity utilization fell below 50% for the majority of the 18,000 processors. The coupled with resistance form the end users to the high prices for plastics articles meant difficult times. Where the projections made by the planners had indicated that the national consumption would be over 8.8lakh tones in 1990-91's. The limited availability and high prices restricted the off take off 6.85lakh tones of commodity polymers. Hopes of improving the per capita polymer consumption form a low 0.8k.g. In 1989-1990, against a world average of 16k.g. did not materialize.

India has been quite slow in its move towards world scale polymer plans, whereas almost all the countries in south East Asia including China have rapidly expanded their ethylene capacities almost 3/4th in a decade. Countries with much smaller populations Thailand, Singapore and Taiwan had shown vision and foresight to build up capacities for their new raw material needs 90's. In fact, they have planned for large-scale export since their own internal markets are small. 5

In terms of technology, broadly all the oil polymer producing units expect for one or two, are all well below the minimum economic size. Experts fell that there is scope for technological up gradation in processes and energy conservation. The production sector, principally made up of small units, need to go for technology up gradation to optimize the use of polymer, conserve energy and produce products with closer tolerance limits and more consistent quality. The sector also has much large need of trained man power in 1989;s as the "on the job" trained operators and supervisors cannot meet the requirements for better quality products, nor can they optimize the use of modern machines and mould. High Density Polyethylene Production of HDPE in INDIA started commences in 1968. At present is on unit (polyolefins industry ltd.,) in INDIA, production HDPE by the end of 2002 to 2003 is placed at 1.25 lakhs tonnes. High Density Polyethylene (HPDE) Production of HDPE in INDIA started in 1959. At present there are three units manufacturing HDPE with a total of 1.15 lakh tonnes. Polystyrenes Polystyrene was first manufactured in India in May 1957. The first production commenced in 1978. A production target of 29000 tonnes tube is achieved by the end of 1999-2000. Acrylonitril Butadiene Styrene (ABS) The production of acrylonitrile Butadiene styrene (ABS) in India started in 1978. The present total annual installment capacity of (ABC) is 5,000 tones. Poly Vinyl Chloride (PVC) Production of PVC started in INDIA in 1961 against first production of PVC in the world in 1927. At present there are six units manufacturing PVC resins. The present total installed capacity comes to 1.70 lakh tones. The production target of PVC by the end of 2001-2002 is placed at 2.33 lakh tones.

Export of Plastics Goods

Today India exports plastic products to as many as 80 countries all over the world. The exports, whichever stagnant at around aRs.60-70 cores per annum double to Rs.129 cores? The plastic industry has taken up the challenge of achieving an export target of Rs.17 cores. Major export makes for plastic products and linoleum are Australia, Bangladesh, Canada, Egypt, Hong Kong, Hungary, Italy, Kuwait, Federal, Republic of Germany, Sri lank a, Sweden, Taiwan, U.K,U.S.A, and Russia.

Role of Plastics in the National Economy

Plastics are been perceived as just simple colourful household products in the minds of common man. A dominant part of the plastics of the present and future find their utilization in the following areas. Agriculture, forestry and water-management Automobiles and transportation. Electronics and telecommunications buildings, construction and furniture especially wood substitutes. Food processing and packaging Power and gas distribution.

Importance of Pipes Industry

We shall look at the basic data about plastics and particularly those properties, which are of use in practical working with plastics. Plastics are the man-made materials. The oldest raw materials for producing plastics are carbonaceous materials obtained from petrol chemical sources and they can be economically produced in large quantities. Plastics have changed our world and day by day thy are becoming important. They own their success to whole series of advantages, which they have over conventional materials such as Light weight

Excellent mould ability Attractive colours Low energy requirement for convention Low labour and cost of manufacture Low maintenance High strength weight ratio Aesthetic

Raw materials supply

The perplexing situation that is confronted by the manufacturer of Nandi pipes. Is scarcity of resin? Although government of India had taken steps towards better supply conditions of PVC resin our Indian manufacturers could meet only 50% of the demand is met from the imports. The major petro-chemical companies, which supply resin, are Sriram Vinyl Limited Chem.-Plats Limited Reliance Petro Chemical Industries Limited National Organic Chemical Industries Limited Indian Petro-Chemical Industries Limited Dharage Dhara Chemical Works Limited

Pipe Technology & Terms and Concepts Pipe, hollow structure, usually cylindrical, for conducting materials. It is used primarily to convey liquids, gases, or solid suspended in a liquid for e.g. slurry and also used for electric wires. The earliest pipes were probably made of bamboo, used by the Chinese to carry water c. 5000 BC. The Egyptians made the first metal pipe of copper c. 3000 BC until the cast run became relatively cheap in 18th cent. Most pipes were made of bored stone or wood, clay lead and occasionally, copper or bronze. Modern materials include cast iron, wrought iron, steel, copper, brass, lead, concrete, wood, glass and plastic. Bending strips of steel into the form of a tube and welding the longitudinal seam either by electric resistance, by fusion welding, or 8

by heating the tube and pressing the edges together makes welded steel pipe. Seamless pipe is made from a solid length of metal pierced lengthwise by a mandrel with a rounded nose. Steel pipe, introduced in the early 20th Cent., is widely used for conducting substances at extremely high pressures and temperatures. Cast-iron pipes, which came into common use in the 1840's, resist corrosion better than steel pipes and are therefore frequently, used underground. Clay and concrete pipes usually carry sewage, and concrete pipes are also used to carry irrigation water at low pressures, for moderate pressures the concrete is reinforced with steel or mixed with asbestos. Seamless copper and brass pipes are used for plumbing and boilers because of its softness and resistance to corrosion. Lead is used for flexible corrections and for plumbing that doesn't carry drinking water. The chemical; and food industries are used glass pipes. During World War II manufacturers developed plastic pipes to replace metals that were in short supply. Today PVC pipe is widely used to carry waste water as certain corrosive liquids. A pipeline carries water, gas, petroleum and many other fluids long distance. In lying an oil pipeline, 40' ft [12-m] sections of seamless steel pipe are electrically welded together while held over a trench. Before being lowered into place the pipe is coated with protective paint and wrapped with a substance composed of treated asbestos felt and fiberglass. Pumping section located 50 to 75 ml [80-120Km]. A part boosts the dwindling pressure back up as much as 1500'lb per inch. The piping must be kept clean either by applying a negative electric charge to the pipe or by regular use of a "pig", or scrubbing ball, inserted at one end and carried along by the current. An oil pipeline 6 Inches (15cm) to (60cm) in diameter will move it contents at about 3 to 6 ml (5-10) per hr.

Water has moved since ancient times in pipelines called aqueducts. The first natural gas and petroleum pipe line in US. Were builds during the 19th cent today in most part of the world pipelines are as extremely important means of transporting divers fluids? The Trans Arabian pipeline, which carried oil from the Persian Gulf to the Mediterranean, is over 1000 ml (600 Km) along. There is more than 180000 ml (288000 Km) of pipelines in the United States alone.

1.2COMPANY PROFILE
NANDI is brand name of popular HDPE pipes made by two companies Nandi Pipes and Rani plastic Pipes Industries. The companies was started in 1975 by a young mechanical engineer who had just left a plum job in Baba Atomic Research Centre (Barc) and wanted to do something on his own. Today the companies are worth few (or lot depends on who you are millions both Indian & amp; American). They made possible few other small ventures Pipes are sold under brand names of Nandi, Rani, and Jala. Together they are highest selling Nandi pipe brands in South India and will be among top three. Origin Rayalaseema is economically backward in Andhra Pradesh was rarefied region for industries dynamic Entrepreneur Sri S.P.Y.Reddy is basically a Mechanical engineer started a u n i t at Nandyal. Which manufacturers black pipes in 1977. The determination and hard work of Sri S.P.Y.Reddy helped hi m to overcome the problems faced by the company in the initial years, and with financial assistance from the local commercial banks. The company could overcome the problems of the manager and is running smoothly. Later the company started manufacturing of HDPE pipes, whi ch Rayalaseema. Economically backward area in Andhra Pradesh. Was rarefied region for industries? Add terminated the manufacturing of Black pipes. This resulted in the formulation of a private limited company called 'NANDI PIPES PVT. LTD.' With Sri S.P.Y.Reddy as the Managing Director. Growth Nandi pipes Pvt. Ltd. is commissioned with the objectives of catering to the agricultural needs of the region. In earlier days, tools used for Water flow were very ineffective with high percentage of seepage losses. To counter this draw back PVC pipes were favorably welcomed, this has been the mission of Nandi pipes Pvt Ltd. the Major irritants in agricultural practices like lack of rainfall. Ground water lifting water transport with in the fields has provided magnificent thrust to HDPE pipes market. These factors helped Nandi Pipes Pvt. Ltd, to record an excellent growth since 1977 onwards. Quality is the dominating factor in the growth of Sales. Well-equipped Laboratory and qu al i t y control office looks after the qualit y. The company not onl y improving the brand name b u t also it is undertaking takeover of the competitor's brands. In 1977 the company 10

takes over the sagar brand. The manufacturing plant of sagar brand was at Medak District. The Nandi Pipes Company not slopped with that victory, the company over another main competitor's brand Monarch in 1999. The manufacturing plant of Monarch plant lines at Ananthapur. Quality Quality is the dominating factor in the growth of sales. Well-equipped and quality laboratory and quality control office looks after the quality. Brand name Out of five varieties of products offered by the organization, Nandyal Nandi pipes has got excellent local popularity as it symbolizes the region and the sacred bull. The remaining live got their impact in other states. Sizes Various sizes ranging from "1/2 to 10" inches offered to customers. But for the purpose of cubic space utilization in trucks while an sport organization is adopting the technique like pipe in pipe. Warranties No written warranties are given to customers expect an assurance that the product is reliable Payment period Zero credit policy is adopted by the company and goods are not delivered unless cash remittance is made. The same policy is also applicable to authorize customers of Nandi Pipes Pvt. Ltd.., We believe that companies are about people more than anything else is. The group companies employ about 1500 people. Free accommodation is provided to most of the employees. Health services are also provided at free of cost. Other business interests of Nandi group include dairy product, information technology and education Nandi Pipes (p) Ltd, manufacturers the largest and most comprehensive range of HDPE pipes in India. They offer pipes of up to 400 mm diameter Nandi pipes that are suitable for a wide range of applications. Portable water transportation, irrigation, plumbing, drainage, cable ducting borewells, transfer of industrial effluents. Our gamuts of products cover all applications, which 11

are covered by PVC Pipes. Nandi HDPE systems are more cost effective than conventional GI, CI or AC systems. They are lightweight, durable and non-corrosive. They offer excellent flow characteristics and they are easy to transport handle and install as well. Excellent quality with customized product development support. The Unit also has excellent quality assurance systems in place we ensure products of uncompromising excellence, meeting all relevant ISI, BS, DIN, and ASTM standards. In addition, extensive R&B facilities provide reliable and committed support for new product development. This means that, even if a Nandi customer is unable to find his precise requirements from our elaborate range of products, we can also develop customized products to his own exclusive specifications It is this relentless pursuit of quality and a willingness to adapt and innovate, that has propelled Nandi to the forefront of this product category in India. Water is indispensable for agriculture. However, only 15% of agricultural land, the world over, gets dependable water supply. In India too, only a fraction of the 164 hectares of cultivated land gets a dependable supply of water. Various irrigation methods are employed by farmers to ensure proper water supply. Canal irrigation is one such method. However, canals occupy cultivate space and thus hamper production. Moreover, nearly 40% of canal water is wasted due to evaporation and percolation. Besides, in certain areas, canal irrigation, over a period, has led to salivations. Pipes are an effective way of overcoming the problem caused by canal irrigation as they can be laid underground and water loss because of percolationandevaporation is eliminated. Lift irrigation is employed to carry water from a lower to a higher level. Here, various kinds of pipes are used.

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1.2.1. PRODUCT PROFILE

HDPE Pressures Pipes & Fittings(MM Series) HDPE Pressure Pipes. HDPE Pressure Fittings. HDPE High Pressures Solvent Cement jointing System. HDPE Solvent cement jointing pipes. HDPE Solvent cements fittings.

HDPE Soil waste & Rainwater (S. W. R) Drainage System. HDPE S.W.R. Pipes. HDPE S.W.R. Fittings.

HDPE High Pressure Threaded System for Plumbing. HDPE Plumbing Pipes. HDPE Plumbing fittings.

HDPE Casting Pipes.

Product attributes All pipes and fittings fully conforming to relevant ISI/BS/DIN and ASTM standards. More cost effective than GI, GI and AC pipe systems due to 13

Light weight and Ease of handling transportation and installation. Excellent flow characteristics. Virtually Maintenance free. Environment friendly. Seamless, durable and resilient. Non-corrosive even resistant to chemical & electrolytic corrosion.

Application Areas Portable water distribution. Lift irrigation Sprinkler & drip irrigation systems. Bore-wells & Domestic plumbing. Soil, waste and ventilation system.

All about Polymer Polymer A Polymer is a composition of a large molecule, generally formed by a long chain of chemical bond covalence. Before the invention of artificial organic polymers, there was a massive usage of a plant polymer, generally known as cellulose. During the period of early 19th century cellulose was used in making of natural rubbers. Major structure of Polymer There are two key structures of Polymers, namely Cis and Trans. These two structures cannot be altered by rotating physically. The first form develops when groups of substituents are belonging to the same side of carbon-carbon dual bond. The later Trans means the substituents groups gathered on the opposite side of the double bond.

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Structure of Cis and Trans Various applications of Polymer Polymer technology is a wide sphere including the different kinds of materials, integrated by long string of many repeat units. The major applications of Polymer are describe below: Elastomers Synthetic and natural rubber is the common examples of Elastomers. It has a loose crosslinked configuration. Generally, on average about 1 in 100 molecules are made a cross link. The rubbery material of Elastomers obtained from the bark of rubber trees. Plastics Basically Plastics are polymers; a varied group of synthetic material, under the proper pressure and temperature it can be shaped. It can be divided into two forms, thermoplastics and thermosetting plastics. These classes are made totally depending on their structure and chemical bonding. Fibers Fiberis very common application of polymeric materials. There are lots of examples of natural fibers like cotton, silk and wool, have been used from the early ages of civilization

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HDPEPipesSecondGeneration The use of HDPE pipe prevalent in these days is much more sophisticated and offers better resistance against corrosion for the users. More popular are the HDPE second generation pipes. According to industry experts, these pipes have shown tremendous popularity till date. HDPEPipesLastsLonger Research shows us that the type of polyethylene used in HDPE pipes last much longer than any ordinary kind of metal pipes. Additionally, these pipes also preserve all type of antioxidants that has made these pipes so much unique. For instance, these pipes show good resistances towards holding the amount of water pressure. HDPEPipesareeconomical House owners are also showing great interest in opting for plastic pipes as they are more economical. These kinds of pipes are less expensive and help users to save their money to a great extent. Apart from the economical factor, these pipes are great for serving most practical purposes. HDPEPipesareeasytoinstall Another advantage of the HDPE pipe is the aspect of easy installation. You do not require using Herculean energy to install these pipes. They are usually light-weighted that makes them easier to install and also to carry them. This is one quality that makes HDPE pipe much popular in the present times. In addition, it is the main reason why the polyethylene pipes are much better from the pipes made up of concrete and steel. Now it can be easily said that the HDPE polyethylene pipes has taken the construction to a great level forming to be the latest approach of modern construction.

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Features of HDPE Casing Pipes PVC Casing Pipes do not corrode. PVC Casing Pipes have smooth bore, do not support bacterial growth or encrustation. PVC Casing Pipes are less expensive than any other non-corrodible pipes. Easy to handle easy to install, no skilled labour required. PVC Casing Pipes are ideally suitable for domestic wells, irrigation wells. Industrial wells, public wells, watering wells, mining wells, observation wells. PVC screens with continuous shaped ribs increase the permeability rating more than times. Studies proved that permeability of well screen with horizontal slots is twice that of the screens with longitudinal slots. HDPE casing has trapezoidal acme threads, which make easy joint

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Long track record of excellent performance, approaching 50 years worldwide Long track record of excellent performance, approaching 50 years worldwide High impact and breakage resistance High resistance to chemicals, corrosion, decaying and abrasion. Higher durability & advantage of easy installation and transport without material loss. High resistance to direct sunlight (UV resistance for long time from UV resistance agent included in the manufacturing process). High Stress Crack Resistance prevents inching growth of cracks. Lesser fittings for connection due to higher elasticity: PE pipes are bendable with a radius of approx. 20-25 times of its outer diameter. Excellent elasticity resulting in installation ease. Coils can be made upto 110 mm Dia in several hundred metres long - resulting in lesser joints. Lesser vulnerability from earth movements like landslide, earthquakes , etc. Availability of different pressure resistance option: PE pipes can be produced resistant to 12 different pressure class from 2.5 bar up to 32 bar. Perfect leak proof joints possible - no cracks - no breaks and no deformation. Advantage of safe application in irregular surfaces like sea, river passages, low temp terrain. Availability of several connection methods (butt welding. electro fusion, push fit etc.) Smooth internal surface brings considerable savings in the service and overall line costs. Very long service life under severe conditions.

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Light in weight enabling high speed movement & installation. Non Toxic, Food Grade can also be used in food and pharma industry.

The Following Data Shows the Market Development for HDPE Pipes of Nandi Pipes Pvt Ltd 1977-84 1984-85 1985-86 1986-88 1988-91 1991-98 Nandyal Region (polythene pipes) Rayalaseema Region (PVC pipes) Rayalaseema and Telangana Karnataka and Andhra Pradesh Karnataka, Tamilnadu and Andhra Pradesh Karnataka, Tamilnadu, Andhra Pradesh and Kerala

19982003 Karnataka, Tamilnadu, Andhra Pradesh, Kerala, Goa and Maharashtra Apart from manufacturing of HDPE pipes, it also runs a partnership firm.

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CHAPTER-2 REVIEW OF LITERATURE

Liqiang Zhao and Beverly J. Tepper, , Department of Food Science, Cook College, Rutgers University, 65 Dudley Road, New Brunswick, NJ 08901-8520, USA Received 19 September 2005; Revised 28 June 2006; Accepted 3 July 2006. Available online 24 August 2006. Individual variation in the perception of saccharin has been related to genetic sensitivity to the bitterness of 6-n-propylthiouracil (PROP). But, data on other intense sweeteners are sparse, particularly when tasted in real foods. The objectives of this study were (1) to identify the sensory attributes of intense sweeteners that influenced perception and acceptability of citrus-flavored model soft drinks and (2) to investigate the influence of PROP taster status on these responses. The sweeteners were: 10% and 8% high-fructose corn syrup (HFCS) (controls), sucralose (SUC), aspartame (ASP), acesulfame-K (ACE), ASP/ACE and SUC/ACE. Twenty-nine PROP non-tasters (NT) and 30 PROP super-tasters (ST) rated nine attributes for intensity and liking. Data were analyzed using principal component analysis (PCA). The sweeteners were described in three dimensions. Factor 1 was a bitter-citrus contrast for which overall liking was associated with higher citrus impact and lower bitterness. Factors 2 and 3 were related to overall flavor and carbonation, respectively. The sensory profiles of ASP, ASP/ACE and SUC were most similar to 10% HFCS. SUC/ACE was more bitter and less acceptable than 10% HFCS; ACE was the most bitter and was liked the least. PCA also revealed that NT placed more emphasis on the perception of sweetness and citrus flavor (Factor 1; 37% variance), whereas ST tasters placed more 20

emphasis on bitterness (Factor 1; 43% variance). Liking was uniquely related to lower bitterness for NT. For ST, liking was negatively related to bitterness and weakly positively related to persistence of sweetness. These data suggest that ST experience intense sweeteners differently than NT but these differences play a minor role in soft drink acceptance. Marike Lachnit, Mechthild Busch-Stockfish, Joachim Kuner and Thomas Krahl Department Okotrophologie, University of Applied Sciences Hamburg, Lohbrgger Kirchstrasse 65, 21033, Hamburg, Germany Fachbereich Statisik, University of Dortmund, 44221, Dortmund, Germany Rudolf Wild GmbH & Co. KG, Rudolf-Wild-Strasse 4-6, 69214 Eppelheim/, Heidelberg, Germany Received 18 December 2001; Revised 22 June 2002; Accepted 1 July 2002. ; Available online 20 January 2003. A Free Choice Profiling test was carried out to find out whether assessors with a basic sensory knowledge are able to characterize flavor and order of orange-based lemonades. The experiment was run with eight different samples of orange-based soft drinks in four replicates. Generalized Procreates Analysis combined with Principal Component Analysis was used to analyze and plot the data. The analysis of the four separate replicates showed, that the assessors were not able to reproduce their description of the sensory characteristics suitably, there were relatively large differences between the assessments of the same products by the same assessors in the different replicates. Even for this data, however, the permutation test showed a highly significant group average configuration. This was mainly due to differences between the replicates. But a large residual variance remained. Only about 30% of the variability could be explained by the group average configuration, and only about 12% of the total variance could be explained by the first two dimensions of it. When the four assessments of each product were averaged to stabilize the data, 60% of the total variance could be explained by the group average configuration and the first two dimensions of it could explain 30% of the total variability. Therefore, at least a coarse interpretation of the consensus space could be made. Our general finding was that profiling of orange-based lemonades by nearly untrained assessors appears to be useful but should be considered with some reserve. It seems that the differences between the products were too subtle for a

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reproducible profiling by these methods. However, some interpretable results on the structure of the products and on the variables could be gained.

INTRODUCTION Definition of Market: Market was a physical place where buyers and sellers gathered to buy and sell goods. Economists describe a market as a collection of buyers and sellers who transact over a particular product or product class. Marketing Marketing is a social process by which individual and groups obtain what they need and want through creating, offering and freely exchanging products and services of value with the others _ PHILIP KOTLER Marketing is the business process by which products are matched with markets and through which transfers of ownership are affected _ CONDIFF AND STILL Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods and services to create exchanges that satisfy individual and organizational goals. _American Marketing Association Marketing management Marketing management is a discipline focused on the practical application of a firms marketing resources and activities. 22

Marketing research: Marketing research is the systematic and objective research framed analysis of information relevant to the identification and solution of any problem in the field of marketing _ PAUL E. GREEN A company can conduct marketing research in different ways. Marketing research requires a careful gathering, recording, analyzing the consumer requirements. The American Marketing Association offers the following definition: Marketing is a process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchanges that satisfy individual and organizational goals. Marketing management is a discipline focused on the practical application of a firms marketing resources and activities. Customer satisfaction is typically defined as the degree to which a product meets or exceeds the customer expectations about the product. The difficulty in separating satisfaction from value and quality involves the word expectations. It should be obvious that customers can hold expectations about any part of the product offering, including value and quality. o.c.Ferrell Michal

Customers today face a vast array of product and brand choices, prices and suppliers. How do they choose? We believe that customers estimate which offer will deliver the most value. Customers value maximizes with the bounds of such cost and limited knowledge, mobility and income, the form of expectation of value and on it. -Philip Kotler

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A Conceptual Frame Work The marketing concept is built on the premise that marketers first identify consumers needs and then develop products and services to satisfy those needs. Consumer research offers a set of diverse methods to identify such needs. understand consumption behavior. Consumer research also is used to better

It is used to identify and locate appropriated target

markets and to learn their media habits. It is used to identify both felt and unfelt (latent) needs to learn how consumers perceive products and brands and stores. What their attitudes are before and after promotional companies and how and why they make their consumer decisions. Many of these applications of consumer research are managerial in perspective. They are designed to help a marketer make specific marketing decisions concerning product, price, promotion and distribution.

Consumer research provides the basis for the development of new product and service concepts to meet targeted consumer needs. It also enables the marketer to build consumer Meaning into the product or service by discovering which attributes are most important to the target market and integrating them into the product or service design. CUSTOMER SATISFACTION Introduction Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator with in business. In a competitive market place where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element. Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a product is perceived performance (outcome) in relation to his or her expectations. As this definition makes clear, satisfaction is a function of perceived performance and 24

expectations, if the performance falls short of expectations, the customer is dissatisfied, if the performance exceeds the expectations, the customers are highly satisfied (or) delighted.

Many companies are aiming for high satisfaction because customers who are just satisfied are still find it easy to switch when a better offer comes along, those who are highly satisfied are much less ready to switch. High Satisfaction or delight creates an emotional affinity with the brand, not just a rational performance. The result is high customer loyalty. So the purpose of marketing centers very much upon creation of value and a longterm customer relationship. Customer satisfaction is a central concept to this proposal. A marketing company aims to set a level of expectation at which customers are satisfied that value is delivered through an exchange process. Be careful not to set your satisfaction level too low because your customers will go to competitors. On the other hand try not to set your satisfaction level too high because if you don't achieve that level, then your customers will also go to competitors. So the aim is to satisfy customers so that they come back and buy it again. This is fundamental to relationship marketing and customer relationship management. Reflect for a moment and think of an example of when you were dissatisfied with the product or service. Why were you dissatisfied? Then think of an occasion when you are entirely satisfied or in fact delighted with a product or service. Why were you satisfied? This is the basis of customer satisfaction. Customers make many buying decisions every day. Most large companies research consume buying decisions in great detail to questions about the customers buy, where they buy how they buy, and how much they buy, when they buy and why they buy. The central question of markets is how do customers respond to various marketing efforts the company might use? The company that really understand how customers will respond to different products features, prices and advertising appeals has a great advantage over its competitors. Customer purchases are influenced strongly by cultural, social personal and psychological characteristics for the most part marketers cannot control such factors, but they must take them into account. Marketing stimuli consist of the 4 Ps. Product price place and promotion. Other stimuli include major forces and events in the buyers environment: economics, 25

technological, political, and cultural. All these inputs enter the buyers black box, where they are turned in to a set of observable buyer response, product choice purchase timing and purchase amount.. The marketers wants to understand how the stimuli are changed into responses inside the customers black box, which has two parts, first the buyers characteristics influences how he or she perceivers and reacts to the stimuli, second the buyer decision process it self the buyers behavior now we look first at buyers characteristics as they effect buying behavior and then discuss the buyer decision process.

THEORITICAL BACKGROUND Marketing is a societal process which discerns consumers wants, focusing on a product or service to full fill those wants, attempting to the consumers toward the products or services offered. Marketing is fundamental to any businesses growth. The marketing teams (marketers) are tasked to create consumer awareness of the products or services through marketing techniques. Unless it pays due attention to its products and services and consumers demographics and desires, a business will not usually prosper over time. Marketing trends to be seen as a creative industry, which includes advertising, distribution and selling. It is also concerned with anticipating the customers future needs and wants, which are often discovered through market research. Essentially, marketing is the process of creating or directing an organization to be successful in selling a product and service that people not only desire, but are willing to buy. A market-focused, or customer-focused, organization first determines what its potential customers desire, and then builds the product or service. Marketing theory and practice is justified in the belief that customers use a product or service because they have a need, or because it provides a perceived benefit. Two major factors of marketing are the recruitment of new customers (acquisition) and the retention and expansion of relationships with existing customers. Once a marketer has converted the prospective buyer, base management marketing takes over. The process for base.

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Management shifts the marketer to building a relationship, nurturing the links, enhancing the benefits that sold the buyer in the first place, and improving the product/service continuously to protect the business from competitive encroachments. For a marketing plan to be successful, the four Ps must reflect the wants and desires of the customers or shoppers in the target market. Trying to convince a market segment to buy something they dont want is extremely expensive and seldom successful. Marketers depend on insights from marketing research, both formal and informal, to determine what consumers want and what they are willing to pay for it. Marketers hope that this process will give them a sustainable competitive advantage. Marketing management is the practical application of this process. The offer is also an important addition to the 4Ps theory. Customer satisfaction, a business term, is a measure of how products and service supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. MEASURING CUSTOMER SATISFACTION Organization are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the Customer 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. 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. The level of satisfaction can also vary depending on other products against which the customer can compare the organizations pr CUSTOMER EXPECTATION Customer is defined as anyone who receives that which is produced by the individual or organization that has value. Customer expectations are continuously increasing. Brand loyalty is a thing of the past. Customers seek out products and producers that are best able to satisfy their requirements. A product does not need to be rated highest by customers on all dimensions, only on those they think are important. 27

CUSTOMER SATISFACTION MEASUREMENT A basic and effective base line customer satisfaction survey program should focus on measuring customer perceptions of how will the company delivers on the critical success factors and dimensions of the business as defined by the customers.

CONCEPTUAL BACKGROUND Customer satisfaction is summary psychological state when the emotions surrounding disconfirmed expectations or coupled with consumers prior feelings about consumption experience. Measuring satisfaction Many companies are systematically measuring customer satisfaction and the factors shaping it. A company would be wise to measure customer satisfaction regularly because one key to customers retention is customer satisfaction. When customers rate their satisfaction with an element if the companies performance say, delivery-the company needs to recognize that customers vary in how they define good deliveries. It could mean early delivery, on line delivery, order completeness and so on. Number of methods exists to customer satisfaction period services can track customer satisfaction delivery. Respondents can also be asked additional questions to measure purchase intention and the likelihood or willingness to recommend the company and brand to others. For customer satisfaction surveys its important that companies ask the right questions. Customer value Customer perceived value (cpv) is the difference between the prospective customers evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Total customer value is the perceiver monetary value of the bundle of economic functional and psychological benefits customer expect from a given market offering. Customer perceived value is thus based on the difference between what the customer gets and what he or she gives for different possible choices. The customer gets benefits and

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assumes costs. The market can increase the value of the customer offering by some combination of raising functional or emotional benefits and reducing one or more of the various types of costs.

Advantages of creating customer satisfaction Brand image Customer service helps in creating and enhancing the brand image of a specific product and hence the company producing it. Increase in sales The more a potential customer is aware of the product and its features; the chances of increasing the sales of the same also go higher. Which in term helps better the margins of the company? The whole range of products meets all the relevant national and international standards and is produced in ISO 9000 certified manufacturing facilities. The Group has plans to venture into north and western regions of India to further increase it's footprint. The Group is privately held and it's mission is to provide quality products within reach of majority of consumers and work for common good to al the parties involved in the process, namely, customers, employees and suppliers with positive over all impact on immediate societal surroundings Our aim is to provide quality products, service to our customers and enhance living standards of workforce.

2.1 MEANING & DEFINITION OF CUSTOMER SATISFACTION Meaning

A term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. In order to achieve customer satisfaction, organisations must be able to satisfy their customer needs and wants. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. 29

As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer.

Definition
Acording to Kotler (2000) defined satisfaction as: a persons feelings of pleasure or disappointment resulting from comparing a product are perceived performance (or outcome) in relation to his or her expectations. Hoyer and MacInnis (2001) said that satisfaction can be associated with feelings of acceptance, happiness, relief, excitement, and delight. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."

The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers.

2.2 NEED & IMPORTENCE OF CUSTOMER SATISFACTION

A consumer will carry the brands of only those manufactures who provide the best promotion and on the other side those dealer will also prefer manufactures who are providing some promotions. Here in this study there is a need to know how the manufactures are persuading the retailer, wholesaler or a dealer to carry their brand, to maintains more units, to promote product to the customers about features, displays and demonstrations and also how do they get attracted towards the sales promotions offered by companies.

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2.3METHODS OF CUSTOMER SATISFATION

Managing customers satisfaction efficiently is one the biggest challenge an organization face. The tools or methods to measure customer satisfaction needs to be defined sophisticatedly to fulfill the desired norms. There are following methods to measure customer satisfaction: 1. Direct Methods: Directly contacting customers and getting their valuable feedback is

very important. Following are some of the ways by which customers could be directly tabbed: a. Getting customer feedback through third party agencies. b. Direct marketing, in-house call centers, complaint handling department could be treated as first point of contact for getting customer feedback. These feedbacks are compiled to analyze customers perception. c. Getting customer feedback through face to face conversation or meeting. d. Feedback through complaint or appreciation letter. e. Direct customer feedback through surveys and questionnaires. Organizations mostly employ external agencies to listen to their customers and provide dedicated feedback to them. These feedbacks needs to be sophisticated and in structured format so that conclusive results could be fetched out. Face to face meetings and complaint or appreciation letter engages immediate issues. The feedback received in this is not uniformed as different types of customers are addressed with different domains of questions. This hiders the analysis process to be performed accurately and consistently. Hence the best way is to implement a proper survey which consists of uniformed questionnaire to get customer feedback from well segmented customers. The design of the prepared questionnaire is an important aspect and should enclose all the essential factors of business. The questions asked 31

should be in a way that the customer is encouraged to respond in a obvious way/. These feedback could received by the organizations can be treated as one of the best way to measure customer satisfaction. Apart from the above methods there is another very popular direct method which is surprise market visit. By this, information regarding different segment of products and services provided to the customers could be obtained in an efficient manner. It becomes easy for the supplier to know the weak and strong aspects of products and services. 2. Indirect Method: The major drawback of direct methods is that it turns out to be very costly and requires a lot of pre compiled preparations to implement. For getting the valuable feedbacks the supplier totally depends on the customer due to which they looses options and chances to take corrective measure at correct time. Hence there are other following indirect methods of getting feedback regarding customer satisfaction: a) Customer Complaints: Customers complaints are the issues and problems reported by the customer to supplier with regards to any specific product or related service. These complaints can be classified under different segments according to the severity and department. If the complaints under a particular segment go high in a specific period of time then the performance of the organization is degrading in that specific area or segment. But if the complaints diminish in a specific period of time then that means the organization is performing well and customer satisfaction level is also higher. f. Customer Loyalty: It is necessarily required for an organization to interact and communicate with customers on a regular basis to increase customer loyalty. In these interactions and communications it is required to learn and determine all individual customer needs and respond accordingly. A customer is said to be loyal if he revisits supplier on regular basis for purchases. These loyal customers are the satisfied ones and hence they are bounded with a relationship with the supplier. Hence by obtaining the customer loyalty index, suppliers can indirectly measure customer satisfaction.

2.4 OTHERS
Types of customers 32

In retail, this idea of focusing on the best current customers should be seen as an on-going opportunity. To better understand the rationale behind this theory and to face the challenge of building customer loyalty, we need to break down shoppers into five main types: Loyal Customers: They represent no more than 20 percent of our customer base, but make up more than 50 percent of our sales. Naturally, we need to be communicating with these customers on a regular basis by telephone, mail, email, etc. These people are the ones who can and should influence our buying and merchandising decisions. Nothing will make a Loyal Customer feel better than soliciting their input and showing them how much you value it. In my mind, you can never do enough for them. Many times, the more you do for them, the more they will recommend you to others. Discount Customers: They shop our stores frequently, but make their decisions based on the size of our markdowns. This category helps ensure your inventory is turning over and, as a result, it is a key contributor to cash flow. This same group, however, can often wind up costing you money because they are more inclined to return product. Impulse Customers: They do not have buying a particular item at the top of their To Do list, but come into the store on a whim. They will purchase what seems good at the time. Clearly, this is the segment of our clientele that we all like to serve. There is nothing more exciting than assisting an Impulse shopper and having them respond favorably to our recommendations. We want to target our displays towards this group because they will provide us with a significant amount of customer insight and knowledge.

Need-Based Customers: They have a specific intention to buy a particular type of item. People in this category are driven by a specific need. When they enter the store, they will look to see if they can have that need filled quickly. If not, they will leave right away. 33

They buy for a variety of reasons such as a specific occasion, a specific need, or an absolute price point. As difficult as it can be to satisfy these people, they can also become Loyal Customers if they are well taken care of. Salespeople may not find them to be a lot of fun to serve, but, in the end, they can often represent your greatest source of long-term growth. It is important to remember that Need-Based Customers can easily be lost to Internet sales or a different retailer. To overcome this threat, positive personal interaction is required, usually from one of your top salespeople. If they are treated to a level of service not available from the Web or another retail location, there is a very strong chance of making them Loyal Customers. For this reason, Need-Based Customers offer the greatest long-term potential, surpassing even the Impulse segment. Wandering Customers They have no specific need or desire in mind when they come into the store. Rather, they want a sense of experience and/or community. If we are serious about growing our business, we need to focus our effort on the loyal customers, and merchandise our store to leverage the impulse shoppers. The other three types of customers do represent a segment of our business, but they can also cause us to misdirect our resources if we put too much emphasis on them. For many stores, this is the largest segment in terms of traffic, while, at the same time, they make up the smallest percentage of sales. There is not a whole lot you can do about this group because the number of Wanderers you have is driven more by your store location than anything else. Keep in mind, however, that although they may not represent a large percentage of your immediate sales, they are a real voice for you in the community. Many Wanderers shop merely for the interaction and experience it provides them. Shopping is no different to them than it is for another person to go to the gym on a regular basis. Since they are merely looking for interaction, they are also very likely to communicate to others the experience they had in the store. Therefore, although Wandering Customers cannot be ignored, the time spent with them needs to be minimized. 34

Using this understanding to help turn Discount, Impulse, Need-Based, and even Wandering Customers into Loyal ones will help grow our business. At the same time, ensuring that our Loyal Customers have a positive experience each time they enter our store will only serve to increase our bottom-line profits.

CUSTOMER VALUE AND SATISFACTION Customer delivered value is the difference between total customer value and total customer cost. Total customer value is the bundle of benefits customers expected form a given product or service. Total customer cost is the bundle of costs customers expect to incur in evaluation, obtaining, using and disposing.

Michael Porter of Harvard proposed the generic value chain as a tool for identifying ways to create more customer value. Every firm is the collection of activities that are performed to design, produce market, deliver and support its product. The value chain identifies nine strategically relevant activities that create value and lost in business. This nine creating activities, which consists of five primary activities and four supporting activities.

The primary activities present the sequence of bringing materials into business (inbound logistics), covering them into final products (operations), shipping out the final products (outbound logistics), marketing them (marketing and sales). The support activities are procurement, technology development; human resource management and firm infrastructure are handled in certain specialized departments.

Total customer satisfaction: Whether the buyer is satisfied after purchase depends on the offers performance in relationship to the buyers expectations, and whether the buyer interprets any deviations between the two. IN general, satisfaction is a persons feelings of pleasure or disappointment that result from comparing a products perceived performance (or outcome) to their expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Customer assessments of product performance depend on many factors, especially the type of loyalty relationship the 35

customer has with the brand. Consumers often form more favorable perceptions of a product with a brand they already feel positive about.

Although the customer-centered firm seeks to create high customer satisfaction, that is not its ultimate goal. If the company increases customer satisfaction by lowering its price or increasing its services, the result may be lower profits.

INFLUENCE OF CUSTOMER SATISFACTION

For customer-centered companies, customer satisfaction is both a goal and a marketing tool. Companies need to be especially concerned consumers to quickly spread bad word of mouth- as well as good word of mouth to the rest of the world. Some customers even set up their own web sites to air their grievances and dissatisfaction, targeting higprofile brands such as United Airlines, Wal-mart, and Mercedes-Benz. Describing events and actions as being wronged by the company, these Web sites often attempt to galvanize consumer discontent and protest.

CUSTOMER PROFITABILITY

What makes a customer profitable? A profitable customer is a person, household, or company that over time yields a revenue stream that exceeds by an acceptable amount the companys cost stream for attracting, selling and servicing that customer. Note that the emphasis is on the lifetime stream of revenue and cost, not on the profit form a particular transaction. Marketers can assess customer profitability individually, by market segment, or by channel.

Although many companies measure customer satisfaction, most companies fail to measure individual customer profitability. Banks claim this is a difficult task because each customer uses different banking services and the transactions are logged in different departments. However, the number of unprofitable customers in their customer base has appalled banks that have succeeded in linking customer transactions. Some banks report losing money on over 45% of their retail customers. Purpose 36

A business ideally is continually seeking feedback to improve customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty." "Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:" "Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the companys goods and services.

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CHPTER-3 RESEARCH METHODOLOGY & OBJECTIVES 3.1 NEED FOR THE STUDY
In the context of developing agriculture lent role of Nandi pipes for irrigation has been increasing every day. At the same time number of manufactures is increased in this segment. So in order to assess the customer satisfaction in the PVC pipes market research is undertakes. It is beneficial for the company to design their future developments and for identifying the pitfalls in the market.

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3.2 OBJECTIVES OF THE STUDY

To analyze various factors that influence customer satisfaction towards Nandi HDPE pipes. To know whether the company provides better services & products to the customers. To study the customer satisfaction levels. To find out the reasons of customer dissatisfaction and satisfaction. To suggest the NANDI Polymers to enhance its customers satisfaction levels.

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3.3. SCOPE OF THE STUDY

Marketing is a very vast area in which there are many practical concepts we can come through, sales promotion is also an important aspect, from dealer point of view. There are many sales promotion tools available with the company to implement, but I have concentrated on few tools which are used by Nandi pipes and the findings. Recommendations & conclusions are drawn on purely responses given by the customers.

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3.4 METHODOLOGY OF THE STUDY

Research Methodology is a way to solve the research problems systematically. Research may be I common parlance referred to as knowledge. In research methodology we not only talk of the research methods, but also consider the logic behind the methods we use in the content of our research study and explain why we are using a particular method at technique. Hence in this study various steps that are generally adopted in studying research problem along with the logic behind them. It is a broad outline of the method and procedure adopted for the purpose of the study. What is Research Research is the process of gathering recording and analyzing of critical and relevant facts about any problem in a branch of human activity. It indicates critical and searching study and scientific investigation of a problem a proposed course of action a hypothesis or a theory.

Research methodology

Research is the systematic and intelligent investigation or study of the who, what where when why and now of actual and potential e1ees. It deals with research on e1ee satisfaction towards their work done. Research is primarily concerned with investigation analysis and measurement of work done by the e1ees.

Research:-

Research is systematic gathering recording and analyzing of data about problem connected with the problem relating to productivity, working conditions.

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RESEARCH PROCESS

SITUATION ANALYSIS

PRELIMINARY INVESTIGATION

RESEARCH DESIGN

SOURCE OF DATA

DATA ANALYSIS

REPORT PREPARATION

RECOMMENDATION FOLLOW UP

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Situation analysis

: Defining the problem

2.

Research Design

: Research designs is a master plan or model for the conduct of formal

investigation 3. Sources of data : Collection of information from primary and secondary data. 4. Information Analysis : Collected data must be edited, tabulated and analyze 5. Report preparation : Finally the report will be prepared by the researches

3.4.1 Research design

According to young A research design is the logical and systematic planning and directing logical and systematic planning and directing a piece of research. It results from translating the general scientific model into varied research procedure.

According to miller The research design as planned sequence of entire process involved in conducting a research according to Jaboda defined. Research as arrangement of condition for collection and analysis of data in a manner that aims to combine relevant to the research purpose with economy in procedure.

Research design is not a rigid model form which derivations are not permitted it is only a guide post to right way. In short research design is not a highly specific plan to be followed with deviation but rather a series of guide post to keep an head in the right direction.

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Research is a situational plan as the research progress. New aspects, new conditions & new connecting links in data may come to right and it is necessary to change the plan as circumstances demand According to kevlinger Research design is the plant, structure and strategy of investigation conceived so as to obtain answer to research questions and to control variance.

According to green and dull A research design is the specification of methods and procedures for acquiring the information and needed. It is the over allot rationed letters of frame work of the project that stipulates what information is to be collected from which source by what procedures.

Types of research design:-

Research Design simply the frame work or plan for study used as a guide in collecting and analyzing data the following are research design are

Types of Research Design

Exploratory design

Descriptive design

Diagnostic design

Experimental design

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Exploratory design

An exploratory design study is taken up to explore the field of study. It is intended to increase the researchers familiarities with this specific field to study. This is done to identify the area for further research to obtain the required experience that will help in formulating relevant hypothesis for definite investigation in the field. The main objective of this study is to discover facts & incise (findings). So the research design must be flexibility. This design only for formulating & hypothesis testing study the research suggested the following methods are likely to be fulfilled in exploratory.

Types of Exploratory Research

The following are the types of exploratory research

Experience survey Focus Groups Analysis of selected cases

Descriptive Research Design

Descriptive design helps the researcher to describe accurately the characteristics of phenomena (data), an individual an institution or a community. It is function is to describe only the characteristics such as age, sex, compositions, caste wise distribution and education statues etc. The main objective of the descriptive design are to promote the the acquisition of knowledge and perhaps to expand the existing knowledge in comparative new fields.

It concerned only with the existing problem. It is not motivated and guided by the hypothesis the descriptive design does not provide solutions or modifications of any problem that are studied. I use descriptive research in my study.

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Classification of descriptive study

The descriptive study is classified as follows

1. Longitudinal :- True Panel Omnibus Panel 2. Cross sectional:- Sample Survey

1.

Longitudinal Studies:LS are repeated over and extend period this study is based on panel data and panel research panel research is is the study the same people over time.

a) True Panel: Repeated measurement on soon variables b) Omnibus panel: The Sample of elements. Is skill selected and maintained but the inform collect from the members varies

2) Cross Sectional Studies It is based as sample surveys, from the e1ee the researcher taxes samples and then survey them the researcher has been interested in knowing the proportion of people in a given e1ees who have behaved in a particular manner making projection of certain thing and determining the r ship b/w two or move various in orgt. As the setup has been a well structured and rigid which would not be changed by giving sufficient thought informing questing deciding type of data to be collected and procedure that his been used gives the proof of using descriptive research.

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Diagnostic Design

It means diagnosing a social problem and finding solution for it.

Diagnosing

problem would meet to study the problem by making a careful investigation of the facts to determine the nature of things, to recognize and identify the problem objection and examination.

Experimental Design

Experimental design a plan for making an experimental study.

This design is

concerned with making experiment to find out cause effect. Relation ship of the data understudy. It is based on the scientific experiments and it is considered to be highest in the social research since the experimental design is based on the experimentation according to Chapin experiment is observation under controlled condition when observation allowed fails to disclose the factors that operate in a given problem it is necessary for the scientist to research to experiment.

Research instrument

After the research is selected the data collection is through a questionnaire which is designed by covering the objectives.

3.5.2 SOURCE OF DATA

The data that is being used in study was collected from two methods Primary data Primary data Primary data Is the data which are collected originally or at first time the researcher. It do not exist already in records and publications. The primary data useful to gather the present working conditions of the Employees.

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1. Methods of collection Primary data

The following are the methods to collect primary data

(a) Questionnaire or Survey method

The survey technique is intended to secure one or more of information from a sample of respondents of informants representative of e1ees. The information is recorded on a form know as questionnaires pr a schedule or a blank from of inquiry. As data is gathered by asking questions to persons who are thought to have desired information it is also called questionnaire technique.

TYPE OF SURVEY

We can gather information any one of these three alternatives

1. Mail Survey by Questionnaire The printed from is sent to be respondent by postal

2. Telephone Survey

Through telephone the researcher will gather information from respondents

3. Personal interview field survey

It involves face to face communication. The researcher asks questions directly and gets answers from the respondent.

b) Observation method-

In the observation method we use the services of an observer or interpreter of things seen or who examine carefully what happens order certain conditions. Vents are recorded as they happen either persons or even by same mechanical device.

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c) Experimental research

Experimental research methods is a method of putting rest on job satisfaction how they are vacating in organizational environment d) Panel research

When research analyst interviews the same sample group of respondents two are more times or secure data from them on two or more occasions it is called panel research.

CONCLUSION

We know that primary data is the information which is collected at the first time. In this project we used that survey method to collect the information. USES OF SURVEY METHOD

1. We can have factual survey to gather with factors 2. We can have opinion survey to secure personal or thinking on a Particulars matter 3. Interpretative survey can be conducted to probe into personal feelings Motives attitudes etc., of the respondents who is not only a reporter But also un-interpreter.

USES OF ADVANTAGES OF PRIMARY DATA:

1) The present opinion of the respondents can be find 2) The accurate data can be collected 3) The needs of e1ees will know time to time

DISADVANTAGES OF PRIMARY DATA: It is compiled by some one other than the researcher for purpose not directly related to the researcher currently under consideration. It is already exists. It must be relevant to the research under study. In simple word secondary data is the data which is collected from the published re 49

3.4.3 SAMPLE SIZE

Sample unit Sample size Sample technique : customers of Nandi pipes : 100 : convenience sampling

3.4.4SAMPLIN PROCEDURE In this study convenience sampling under non- probability sampling has been adopted Non Probability sampling:

Non-Probability sampling or convenience sampling as the name impulses is based on its convenience of the researcher who is to select a sample. This type of sampling is also called as accidental sampling as the respondents on the sample are included in its merely on account of their being available on the spot where. The survey is in progress. A research may stand at a certain prominent point and interviewed all these or select people who pay though that place.

SIMPLE RANDOM SAMPLING:

It refers to those sampling techniques in which each and every unit of the population has an equal opportunity of being selected in the sample. In simple random sampling is just a matter of chance personal bias of the investigated does not mean haphazard-if rather means that the selection process is such that the chance only determines which items shall be included in the sample In this project convenience sampling is used.

3.4.5 DATA COLLECTION:

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Data is collected from primary source. Collection of the data is primary aspect in research process. Data which is collected for the purpose of research helps in proper analysis to develop findings which are helpful to conduct research effectively. PRIMARY DATA This consists original information gathered for specific purpose. The normal procedures to interview the people individually or in groups to get the required data. Primary data is collected through administering the questionnaire by direct contact and also through direct observation to obtain insights of the information. . Questionnaire A questionnaire consist of set of questions presented to respondence because of its flexibility, a questionnaire is buy for the most comment instrument used to collect primary data questionnaire need to be carefully develop, design and tested before they are administrated on large scale. Questionnaire is most widely used method for collection data in research in the field of social science. According to good and half reference to a device. For securing answers to the questions by using a form which the respondent will fill himself.

Types of Questionnaire

1. 2.

Structure Questionnaire Unstructured Questionnaire

2.

Structure Questionnaire:Structure Questionnaire are well planned and prepare in advance, it contains definite, concrete and freedom main questions this type is widely used to initiate formal enquiry mainly in studies of economic & social and administrative problems.

2. Unstructured Questionnaire:51

There are two types of questionnaire

Open ended questions a. Closed ended questions

a. Open ended Questions:-

It is used when categorized data are required. His is also called as multiple choice questions. This is also called as multiple choice questions. The respondent has to restrict is answers to one of the given ones, some times he may expressed his other view has a lost choice usually given as any otherwise b) Dichotomous:A question with two possible answers Six: Are you interested in participation meet. a) Yes b) No

b) Multiple Choice:A question with three or more possible answers Ex:- How many days you are interested to come to college. (a) 2 days (b) 3 days (c) 7 days (d) 1 day

c) Likert Scale:A statement which the respondents shows the amount of agreement disagreement Ex:- The consultation of reservation seats issued by Andhra Pradesh Government. (a) Strongly disagree (c) Agree (b) Dis agree (d) neither agree / disagree

d) Rating Scale:A scale that rates some attributes from poor to excdent the intra-structure facilities provided by Management for e1 in you Orgnaization. (a) Excellent (d) fair (b) Very good (e) Poor (c) Good

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Closed Ended Questions a) Completely Unstruture:A question that responsence can answer is an almost as limited no.of wages Ex: What is you opinion on MBA b) Word association:word are presented are at a time & the respondence mention the first word that comes to mind. Ex: Your opinion to join our membership club a) Price b) Package c) Facilities

c) Sentence completion:-

An incomplete sector is presented & respondence are asked to complete the sentence. Ex:- I am very much interested to join you orgt because

d) Story Completion:-

A in complete story is presented & respondecne are used to complete this. STATISTICAL TOOL USED:

a) Percentage method:Percentage (1) method is used in making comparison between two or more services of data. % of respondents : (Number of respondents / total respondents) X100

3.5 LIMITATIONS OF THE STUDY

The study is conducted within the selected NANDI PIPES Company. The sample size was limited. Most of the respondents do not belong to high-income level. Time did not let me to do the project sophisticatedly. Customers were busy while I collect the data from them hence the data is not accuracy 53

CHAPTER-4 DATA ANALYSIS & INTERPRETATION

Table -4.1: Regular Customers of Nandi Pipes No. of Respondents Yes No 82 18 Percentage (%) 82% 18%

Graph no4.1

Sales
90 80 70 60 50 40 30 20 10 0 YES NO 18% 82%

Interpretation From the above the graph no 4.1 82 percentage respondents are using the Nandi pipes and 18 percentage of respondents are using other brands.

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Table 4.2: How many years are you using Nandi Pipes Years Less than 1 year 1-5years 5-10years More than 10years No. of Respondents 34 26 29 11 Percentage(%) 43% 27% 26% 4%

Graph no 4.2

40 35 30 26% 25 20 15 10 5 0 less than 1year 1-5years 5-10years more than 10years 34% 29%

11%

Interpretation From the above graph no 4.2 show that 34 percentage of the respondents are using less than one years , 26 percentage of respondents are using more than 1-5 years and 29 percentage of the respondents are using 5-10 years and 11 percentage of the respondents are using more than 10 years as follows.

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Table 4.3: Awareness on Competitive Brands Respondents Yes No 70 30 Percentage% 70% 30%

Graph no 4.3

awreness on competitive brands

80 70 60 50 40 30 20 10 0 yes no 30% awreness on competitive brands 70%

Interpretation From the above graph no 4.3 results shows that 60 percentage respondents are not aware of competitive brands, 40 percentage of respondents are competitive brands.

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Table 4.4: How Do You Came to Knowing About Nandi Pipes Respondents Dealers Reference Commercial ads Others 23 56 18 3 Percentage% 23% 56% 18% 3%

Graph no 4.4
60 50 40 30 23% 20 10 0 Dealer Reference Commericical Ads Others 18% knowing about Nandi pipes 56%

3%

Interpretation From the above graph no 4.4 shows that 23 percentage of respondents are reasoned through Dealer and 56 percentage of respondents are reference and 18 percentage of respondents commercials and 3 percentage of the respondents are others.

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Table 4.5: Preferable Factors on Nandi Pipes Respondents Quality Availability Price Other 48 26 21 5 Percentage 48% 26% 21% 5%

Graph no 4.5

60 50 40 30 20 10 0 quality price availability others 26% 21%

48%

preferable factorson Nandi pipes

5%

Interpretation From the above graph no 4.5 shows that 40 percentage of respondents are brand image, 25% of respondents are quality, 18 percentage of respondents are availability, 11 percentage of respondents are price, and 6 percentage of respondents are others.

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Table 4.6 Opinion on Quality Standards of Nandi Pipes Comparer To Other Brands Satisfaction Very much satisfaction Satisfied Dissatisfaction Very much Dissatisfaction No. of Respondents 60 37 7 3 Percentage (%) 60% 37% 7% 3%

Graph no4.6 Percentage (%)

70% 60% 60% 50% 40% 30% 20% 10% 0% Very much satisfaction Satisfied Dissatisfaction Very much Dissatisfaction 7% 3% 37%

Interpretation From the above graph no 4.6 shows that 60 percentage of respondents are Very much satisfied, and 37 percentage of respondents are satisfied, and 7 percentage of Respondents are Dis-satisfied and 3 percentage of respondents are the Very much dissatisfied with the quality & performance of Nandi

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Table -4.7: Opinion on Durability of Nandi Pipes Respondents Yes No 68 32 Percentage 68% 32%

Graph no 4.7

Percentage 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No 32% Percentage 68%

Interpretation From the above graph no 4.7 shows that 68 percentage of respondents are YES and 32 percentage of respondents are NO, with the durability of Nandi Pipes.

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Table 4.8: Opinion on Service of Nandi Pipes Respondents Good Average Excellent Poor 55 23 18 4 Percentage% 55% 23% 18% 4%

Graph no 4.8

Percentage% 60% 50% 40% 30% 20% 10% 0% Good Average Excellent Poor 23% 18% 4% Percentage% 55%

Interpretation From the above graph no 4.8 shows that the 55 percentage of Respondents tells that good, 23% of respondents tells that average, 18 percentage of respondents are Excellence, 4 percentage of respondents is poor with the service of Nandi pipes.

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Table 4.9: Opinion on Delivery of Nandi Pipes Respondents Yes No 80 20 Percentage% 80% 20%

Graph no 4.9
Percentage% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No 20% Percentage%

80%

Interpretation From the above graph no4.9 tabulated result shows that 80 percentage of

respondents are satisfied, 20 percentage of respondents are not satisfied with the delivery of Nandi pipes.

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Table 4.10: Opinion on After Sales Service of Nandi Pipes Respondents Can't say Satisfied Not satisfied 59 28 13 Percentage 59% 28% 13%

Graph no 4.10
70 60 50 40 28% 30 20 10 0 satisfied cannot say not satisfied opinion on after sales of Nandi pipes 59%

13%

Interpretation

From The above graph no 4.10 shows that 59 percentage of respondents are cant say, 28 percentage of respondents are satisfied, and 13 percentage of respondents are not satisfied with after sales service of Nandi pipes.

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Table 4.11 what are the attributes that you like in nandi pipes Types Reasonable price Durability Quality Services Graph no 4.11 Respondents 24 10 39 27 Percentage 24% 10% 39% 27%

Attributes like in Nandi pipes

45 40 35 30 25 20 15 10 5 0 Reasonable price Durability Quality Services 10% Attributes like in Nandi pipes 24% 27% 39%

Interpretation From The above graph no 4.11 shows 24 percentage of respondents are Reasonable price 10 percentage of respondents are Durability 39 percentage of

respondents are quality 27 percentage of respondents are services.

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Table 4. 12: Opinion on Offers And Discount of Nandi Pipes? Respondents YES NO 68 32 Percentage 68% 32%

Graph no 4.12
Percentage 80% 70% 60% 50% 40% 30% 20% 10% 0% YES NO 32% Percentage 68%

Interpretation From The above graph no4.12 shows that 68 percentage of respondents are satisfied, 32 percentage of respondents are not satisfied with the offers and discounts of Nandi pipes.

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Table 4.13: Recommendations of Nandi Pipes Respondents SURE CAN'T SAY NO 75 22 3 Percentage 75% 22% 3%

Graph no 4.13
Percentage 80% 70% 60% 50% 40% 30% 20% 10% 0% SURE CAN'T SAY NO 3% 22% Percentage 75%

Interpretation From The above graph no 4.13 shows that 75% of respondents are recommends, 22% respondents are cant say, and 3% of respondents are not recommends with the using of the Nandi pipes.

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Table 4.14: Which company provided better services? Types Sudhaker Nandi Monarch Finolax No. of Respondents 31 42 13 14 Percentage 31% 42% 13% 14%

Graph no 4.14
45 40 35 31% 30 25 20 15 10 5 0 sudhakar Nandi monarch finolex 13% 14% provided better services company 42%

Interpretation From the Above graph no 4.14 show that 31% of respondents frequently purchase

Sudhakar pipes, 42% of respondents purchase Nandi pipes, 13% of respondents purchase of Monarch pipes, 14% of respondents purchase Finolax pipes.

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Table 4.15 Opinion on Price of Nandi Pipes No. of Respondents Higher Reasonable Lower 33 58 9 Percentage 33% 58% 9%

Graph no 4.15

70 60 50 40 30 20 9% 10 0 reasonable higher lower 58%

33%

opinion on price on Nandi pipes

Interpretation From the Above graph no 4.15 show thet opinions of 58% 0f respondents are higher and, 33% of respondents are reasonable, 9% of respondents are lower.

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Table 4.16 Are getting solution for your problems regarding Nandi pipes No. of Respondents Yes No 69 31 Percentage 69% 31%

Graph no 4.16

80 70 60 50 40 30 20 10 0 Yes No 31% problem solution solve 69%

Interpretation

From the Above graph no 4.16 show thet opinions of 69% 0f respondents are yes and, 31% of respondents are no solution for your problems.

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CHAPTER-5 FINDINGS, SUGGETIONS, CONCLUSION

5.1 FINDINGS It is found that majority of respondents are preferred quality, quantity, price and availability of Nandi pipes. According to my view it is found that majority of respondents are influenced by mouth publicity, news papers, A.P.S.R.T.C Buses and televisions factors in their purchasing of Nandi pipes. It is found that majority of customers are satisfied and few of customers are not satisfied with the delivery of Nandi pipes. Company adopted a common credit policy for all customers to exchange the product. It is found that majority customers using Nandi pipes and few customers are using competitors pipes(Sudhakar, Monarch).

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SUGGETIONS Company need to maintain the same level services with related to price, quality, quantity, availability etc., In newly open Nandi points advertising though palm plates would be more effective. Company need to expand customer network to increase the access of the product to the customers. If the company provide small incentives to the customers like competitors are distributing the calendar. They may be a chance to show interest to purchase the pipes. Most of Nandi points located in narrow loans of the street therefore print media of the showing of the address of the Nandi points would be better.

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CONCLUTION The study conclude that Nandi Pipes are up coming brand and customers are satisfied with quality of the Pipe , discount rates and delivery. But the respondents are not much satisfied with their sales of service. A supplier should always keep on improving so as to achieve a greater profitability. This can be achieved by knowing the market well, i.e. understanding exactly what the customer wants. By discovering what the customer wants, the supplier can being to understanding how his products and services provide value for his customers. A simple tool is to take customer satisfaction surveys and analyze the customer feedback. This gives the supplier an insight on where he lacks in delivering his products or services and where is the scope of improvement.

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QUESTIONAIRE A STUDY ON CUSTOMER SATISFACTION IN NANDI PIPES PVT LTD

CUSTOMER DETAILS Name Sex Age: 1) Are you the regular customer of NANDI PIPES? a) Yes b) No [ ] [ ]

2) How many years are you using Nandi Pipes? a) Less then one year D) More then ten years 3) Awareness on Competitive Brands? a) Yes b) No b) 1-5 years c) 5-10 Years

4) How Do You Come to Knowing About Nandi Pipes? a) Dealer d) Others 5) Preferable Factors on Nandi Pipes? b) Quality e) Others c) Price d) Availability b) Reference c) Commercial Ads

6) Opinion on Quality Standards of Nandi Pipes Comparer to Other Brands a) Very much Satisfy b) Satisfy c) Dis Satisfy

7) Opinion on Durability of Nandi Pipes 73

a) Yes

b) No [ ]

8) Opinion on Service of Nandi Pipes? a) Excellent b) Good c) Average d) Poor

9) Opinion on Delivery of Nandi Pipes? a) Yes b) No

10) Opinion on After Sales Service of Nandi Pipes a) Satisfied c) Not Satisfied 11) what are the Attributes that you like in Nandi pipes a) Reasonable price b) Durability c) quality d) services [ [ b) Can t say

12) Opinion on Offers and Discount of Nandi Pipes? , a) Yes b) No

13) do you Recommend Nandi Pipes to others to purchase? a) Sure b) Cant say c) No

14) Which company provided better services? a) Nandi b) Monarch c) Finolex d) Sudhakar

15) Opinion on Price of Nandi Pipes a) Lower b) Reasonable c) Higher

16) Are you getting the solutions for your problems regarding Nandi pipes a)yes b)no [ ]

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BIBLIOGRAPHY

Hugos, Michael, 2003, Essentials of Customer Satisfaction, John Wiley &

Sons.

Chopra, Sunil and Peter Meindl, 2001, Customer Satisfaction: Strategy, Planning and Operations, Prentice-Hall Inc.

Fredendall, Lawrence D. and Ed Hill, 2001, Basics of Supply Chain Management, St. Lucie Press.

Council of Logistics Management, www.clm1.org Integrated Business Communications Alliance, www.ibcaweb.org www.cio.com/research/scm www.nandipipes.com

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