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A PROJECT REPORT
ON
CUSTOMER SATISFACTION LEVEL AT
SHANKAR PACKAGINGS LTD.

CARRIED AT
SHANKAR PACKAGINGS LTD.

A report submitted in partial fulfilment of the requirements of
PGDBM Program of Som-Lalit institute of management studies
(SLIMS)

SUBMITTED BY:
NAME: SRIMOYEE BAL
PGDBM
ROLL NO: 06, DIV: A


Date of Submission: 21/06/2014 Signature of Mentor

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(Mr. Tejas Sonvane)
Marketing Executive
CERTIFICATE














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PREFACE

Management states that each and every activity is started for the accomplishment of
predetermined goals in this competitive environment and only knowledge is not sufficient.
The objective of any practical training or project work in management pedagogy should be
to develop amongst the students real knowledge about industrial environment and to
develop business practical in order to supplement it to the theoretical study of the
management in general. Only theoretical knowledge is not sufficient for an individual to
perform efficiently in the present fast moving globalized economy. Through this report, I
have tried to bridge the gap between theoretical knowledge and practical knowledge.
Summer training is a very important part of a PGDBM curriculum. It provides an optimistic
iconography for Future existence through which students are able to see the real industrial
environment which gives an opportunity to relate theory with practice.

I undertook two months training programme at Shankar Packagings Ltd. (Waghodia) and
worked on the project Customer Satisfaction level at SPL . This report is the knowledge
acquired by me during this period of training.





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ACKNOWLEDGEMENT

The successful completion of any project depends upon the co-operation of many
individuals. Through this brief note I would like to acknowledge the help of individuals who
have directly or indirectly contributed towards the completion of my project.
First of all I would like to express my deepest sense of gratitude to the leading team of
Shankar Packagings ltd. Waghodia for providing me an opportunity to carry on my project
report in prestigious organization.
Hence, I would take this opportunity to put on record my sincere appreciation and gratitude
to Mr. Jainendra Rana Sir (Domestic Marketing Manager) , Shankar Packagings ltd.,
Waghodia for granting me permission to carry out my project.
I also express my indebtedness to Mr. Tejas Sonvane,( Marketing Executive) of Shankar
Packagings ltd., Waghodia for his kind co-operation, valuable suggestion, guidance and
constructive suggestions, positive and supportive attitude and continuous encouragement,
without which it would have not been possible to complete the project.
Last but not the least; I take pleasure in expressing gratitude to my parents for their needful
help, love and affection.
I owe my wholehearted thanks and appreciation to the entire staff of the company for their
cooperation and assistance during the course of my project.
I hope that I can build upon the experience and knowledge that I have gained and make a
valuable contribution towards this industry in coming future

-SRIMOYEE BAL



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DECLARATION

I, Srimoyee Bal, hereby declare that the report for Summer Internship Project entitled A
study on customer satisfaction level at Shankar packagings ltd. is a result of my own work
and my indebtedness to other work publications, references, if any, have been duly
acknowledged under the guidance ship of Mr. Tejas Sonvane (Marketing Executive) & other
Staff cooperation at Shankar Packagings Ltd. (SPL) Waghodia.




Place : Vadodara


Date : 21.06.2014 Srimoyee Bal







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TABLE OF CONTENTS

Sl No. Topic Pg No.
1.
Executive summary 8
2. Introduction
2.1 Overview of packaging industry
2.2 Indian packaging industry
2.3 FIBC Industry

9-10
11-12
13-14
3. Company Profile
3.1 About the company
3.2 Certifications
3.3 Product features
3.4 Quality
3.5 Food Safety Policy
3.6 Social Accountability Policy
3.7 Safety Policy
3.8 Clean Room
3.9 Packing and Dispatch

16-18
19
20-29
30
31
32
33
34
35-37
4. FIBC ( Manufacturing process ) 39-41
5. Research Objectives
5.1 Research Objectives
5.2 Need of the study
5.3 Scope of the study

43
43
44
6. Research Methods & Procedure
6.1 Research Methodology
6.2 Data Collection
6.3 Sampling Design
6.4 Limitations of the study

46
47
47
48
7.
Study of the topic
Customer satisfaction

50-53
8. SWOT Analysis 55

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9. Data Analysis and Interpretation 57-69
10. Findings 71
11. Suggestions 73
12. Conclusion 74
13. Bibliography 76
14. Annexure
14.1 Questionnaire

78-82















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EXECUTIVE SUMMARY

Shankar Packagings Ltd. an ISO 22000 and ISO 9001 certified organization was established in
1985 as a manufacturing unit for HDPE and PP woven sacks. In 1993, a complete integrated
state of the art facility was set up for manufacturing of FIBCs. Today jumbo bags constitute
the largest percentage of turnover with almost 90% share in exports to Europe and US
continent.
The survey involved gathering wide information about the company, its products, customer
satisfaction and impact of various competitive firms on the company.
From the information collected, various aspects were identified where the company needs
to focus more to improve the efficiency of marketing team of SPL.
The research was conducted through collection of primary and secondary data. Secondary
data was collected through visiting various web sites and other reliable sources. Primary
data was collected through a well-framed questionnaire, of which later a detailed analysis
was done using various statistical I.T. tools like MS Word and MS Excel.
On the basis, the secondary data analysis and the extensive analysis of the primary data,
interpretations were drawn for the questions and conclusion is drawn. Certain suggestions
are also drawn from the analysis to help.
Shankar Packagings Ltd., since its inception has consciously followed a policy of continuously
investing in up-gradation of human resources, plant, machinery, new technologies and
innovations to keep abreast with the latest trends in the packaging industry.



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OVERVIEW OF PACKAGING INDUSTRY

The global consumer packaging market is valued at approximately US$400b and an
estimated US$500b if industrial end markets are included. The Brazil, Russia, India and China
(BRIC) markets comprise approximately 30% of global demand, increasing as their
economies further develop.
The sector includes five main types of packaging. Paper and board (including paper bags and
cartons) is the largest consumer packaging category with a ~34% share of the total
packaging market. Rigid plastics (tubs, pots and jars etc.) is the second largest packaging
category with a ~27% share and is one of the faster growing categories, forecast to grow
above real GDP (~4% per year) until 2015.
The packaging industry is a multi-faceted, $425 billion global business, which encompasses
our everyday lives whether we notice or not! The business grows on average at GDP.
Packaging companies (known in the materials industry as converters) are engaged in the
conversion of commodity raw materials such as polymer, board or paper into value-added
consumer or industrial packaging.
Packaging industry is currently valued at over US$ 14 billion and growing at 14-15 per cent
annually. There are 100,000 packaging manufacturing companies in operation, representing
5 million jobs.
Packaging technology has been undergoing rapid development over the past few decades,
with consumers reliant on packaging for food safety and transportability in particular.

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Recent advances in environmentally friendly packaging are helping packaging manufacturers
meet demand for recyclable products as consumers seek to reduce waste and limit the
harmful impact of modern living on the environment.


More recently, packaging has evolved from a converting business to a product delivery
system increasingly, packaging is moving from an afterthought to integral component of a
system, which is designed concurrently with the product it will contain. Clearly, innovation is
front and centre.
Achieving success in the packaging industry, whether as an investor, packaging company or
industry constituent, is first and foremost knowledge. Secondly, it is devising the
appropriate strategic plan. Thirdly, it is superior execution.












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INDIAN PACKAGING INDUSTRY

The Indian packaging industry is one of the fastest growing sectors spanning across almost
every industry segment. Right from packaging of food and beverages, fruits and vegetables,
drugs and medicines, to highly dangerous products, the packaging industry has led to
greater specialisation and sophistication over a period of years. In fact, packaging involves
one of the highest standards of technological expertise, and the entire process from packing
to shipment can be right called as the art and science of packaging.

At present, Indian Packaging Industry is currently valued at US $13 billion and ranks 11th in
the world and industry experts are of the opinion that the Indian packaging industry is
expected to grow to US $16.5 billion by 2015. The annual turnover of Indian packaging
industry will touch $ 32 billion by 2025 from the present $ 24.6 billion. In the world scenario,
the total turnover of packaging industry is about $ 550 billion where Indian share is about $
24.6 billion per annum.
All major industries create wealth but if there is one industry that plays a unique role by way
of both creation of wealth through a wide range of manufacturing activities and also by way
of preserving the wealth or value created by many, many other industries, it is packaging.


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Apart from the huge value addition and employment involved in these activities, packaging
has served the Indian economy by helping preservation of the quality and lengthening the
shelf life of innumerable products - ranging from milk and biscuits, to drugs and medicines,
processed and semi-processed foods, fruits and vegetables, edible oils, electronic goods
etc., besides domestic appliances and industrial machinery and other hardware needing
transportation.


With advancement in technology and general awareness, the packaging sector in India is
well poised as most of the raw materials for packaging are abundantly available in the
country. Various upgraded technologies are being used in industry such as aseptic
packaging, retort packaging and biodegradable packaging to enhance the life of food
product. Moreover, the plastic packaging market is expanding rapidly registering a growth
of 20-25 per cent per annum and is valued at 6.8 million tonne while the paper packaging
industry stands at 7.6 million tonne. The packaging industry is poised to grow rapidly led by
the increasing use of innovative packaging equipments and the rising flexible packaging
market.








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FIBC INDUSTRY
Manufacturers have struggled in the sluggish economy, and so have suppliers who sell those
parts and raw materials. But the bear market has also affected another group: the
companies that make and distribute shipping containersfrequently made of fabric. Pallets
and drums are still important, but over the last few decades, theres been a steady increase
in the use of flexible intermediate bulk containers (FIBCs) to transport goods ranging from
cement to flour, and fertilizer to chicken skins.
The economy has affected the FIBC industry because so many of these containers are used
to ship the raw materials used in manufacturing, such as chemicals and alloys.

The commodity crunch
Nicknamed bulk bags, these large fabric containers usually have forklift straps at the top and
discharge chutes at the bottom, with the vast majority identical cube-shaped containers
made of welded polypropylene. Now a commodity, they are invariably made offshore, and
its a race to the bottom. But many bulk bag makers have turned their attention toward new
markets and are manufacturing specialty or custom bags at their customers behest. There
may be less shipping overall, but these companies are trying to make sure that more
shipping is done in fabric containers.

Smarter storage

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Recent fluctuations in fuel costs have led manufacturers to try to reduce cargo weight when
they ship their goods. To some extent, thats good for FIBCs, which are lighter than most
alternatives. However, some shippers have stopped using FIBCs and have started lining
entire semitrailer containers with 6-mil polyethylene, turning them into one giant bag.
When bulk bags are empty, they can be stacked flat, taking up almost no space in the
warehouse. Indeed, FIBC makers are doing all they can to supplant metal containers.

Risk reduction
Many bulk materialseven some as seemingly harmless as flourcan explode if sparked.
To make warehouses safer, FIBC makers have created special bags that are designed to
dissipate static electricity. A material such as titanium dioxide has got to have a bag that will
discharge the static.

Flammability isnt the only risk when transporting and storing chemicals. Many compounds
are caustic, corrosive or reactive, and have to be kept in specially lined bags. The liners can
be polypropylene or polyethylene, depending on whats least reactive with the chemical in
question.
Some of these materials are self-heating solids, where you have to use a barrier liner to
make sure no air can get in, once the products in there, no air can attack it or it just starts on
fire. It sounds risky, FIBCs can be made very durable and puncture-resistant, and still be
valuable for their ease of handling, both for the loaded and unloaded.
Some bulk bags are lined for a different reason: to provide the cleanest environment
possible for the goods inside. Thats the case with Pharmacy Bags, which are small (340
cubic feet), lined and baffled bags intended for pharmaceutical ingredients.




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SHANKAR PACKAGINGS LTD

Shankar Packagings Limited is FIBC manufacturing company. It is one of the largest and
most respected companies in India's private sector.
More than 2 decades of a strong, customer-focused approach and the continuous quest for
world-class quality have enabled it to attain and sustain leadership in all its business.
SPL has an international presence, with a global spread of offices. A thrust on international
business has seen overseas earnings grow significantly. It continues to grow its global
footprint, with offices and manufacturing facilities in multiple countries.
The company's businesses are supported by a wide marketing and distribution network, and
have established a reputation for strong customer support.
SPL believes that progress must be achieved in harmony with the environment. A
commitment to community welfare and environmental protection are an integral part of
the corporate vision.
In response to changing market dynamics, SPL has gone through a phased process of
redefining its organization model that facilitates growth through greater levels of
empowerment.
SPLs value lies not only in our cutting edge bulk packaging technologies, but in their unique
and innovative sourcing and production strategy. A multi-faceted, multi-dimensional system
allows them to supply just the type of FIBC products we need, when and how we need them
by leveraging a vast array of qualified local in-house and outsourced resources. Their clients
have told them their strategy has paid off, but theyd like to invite them to find out for
themselves.
At SPLs Flexible Products & Services business, they combine top product quality,
comprehensive service and a global presence.
Their comprehensive offering of solutions can meet the demands of their most challenging
applications. With their deep understanding of the products that are packaged in FIBCs, they
can provide the correct options for:
Filling and discharging

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Liners
Closures
Stitching

Loops


Form stability
Hazardous goods
Conductivity
WHY SPL?
Has a fully integrated production system
An ISO 9001:2008certified company
An ISO 22000: 2005 certified company
Has the latest plant and equipments
Has several years of presence and experience in global markets
Has a wide range of products to suit varied requirements
Has a ready stock of fabrics and accessories to offer quick shipments
Has a strong and mature quality assurance system

They have tight control of their production thanks to their integrated manufacturing
systems. They have the experts that secure only high-quality raw materials. Their
experienced technicians and state-of-the-art equipment ensure that our operational
processes and packaging meet your high standards.
In short, they believe we should choose SPL because their clients are their number one
priority, not making bulk bags.
There vision has never changed, though our product lines have. They have expanded to
meet an ever-growing list of new challenges from SPLs customers: meeting those
challenges with new bulk bag designs and new products and services.
They have all facilities under one roof. They have a fully integrated plant with state of art
technology. Its 100% integration permits us to deliver our products in multiple options while
retaining 100% control over the manufacturing process. Needless to say, they are fully
independent from the risks of outsourced and workmanship.
There fully integrated plants comfortably accommodate last minute changes in specification
and add on orders.

VISION

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To consistently excel in packaging technologies and manufacturing processes, enabling the
company to continuously retain and improve its global position as a:

Responsible partner in the supply chain management and
One stop shop for FIBCs


FACILITIES
Efficient organisation of the production facilities along with a high level of integration results
in short and flexible production cycles
A dynamic quality assurance programme with its focus on online control and analysis of long
term trends have resulted in a consistent supply of quality FIBCs with an enviably low ratio
of claims to supply
A constant endeavour to provide comprehensive solutions to customers in the field of FIBCs
- commencing from assistance in designing (when required) to quick and efficient shipments
Today, the production range of Shankar comprises of FIBCs, Narrow woven belts, Sewing
Yarn and Flat and Circular PP Woven Fabrics


KEY VALUES

Key Values As Cherished at Shankar Packagings Limited
They believe in value based existence and operations. They expect their teammates to
imbibe and fully integrate their being with the values as narrated below. Value integration is
the first step at SPL to get rooted and flourish further.
Customer Care & Commitment high sensitivity towards customer needs, non
compromising approach with respect to deliverables, earning credibility through
performance
Result Orientation Single minded focus on outcomes, overcoming all odds to reach the
destination
Professional & Ethical Conduct Offer value for the price tag, conduct business in ethical
way, exhibiting highest standards of integrity
Respect for contribution respect bias for action among teammates, nurture talents with
demonstrated record of loyalty and affinity for the organization


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CERTIFICATIONS











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PRODUCT:
STANDARD BAG

This is the workhorse design for FIBCs. The standard four loop bags for all types of bulk
materials.
Range
Base 75 x 75 - 120 x 120 cms
Height 50 - 225 cms
GSM 160 - 270 gsm


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FORM STABILISED BAG




These are FIBCS with inner construction of baffles sewn to the main fabric so that the bags
retain shape after filling. From Stabilized bags ensure. Saving in Space, Higher Stability after
filling, and Retention of the rectangular shape.
Range
Base 75 x 75 - 120 x 120 cms
Height 75 - 225 cms
GSM 160 - 270 gsm




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CONICAL BAG

A Conical bag is shaped as a cone at the bottom. These types of FIBCs are especially suitable
to pack Tacky products which are not so free flowing e.g. Clay, Slurries etc. The Conical
design provides a gradient for these materials to 'flow' towards the outlet spout.






Range
Base 75 x 75 - 120 x 120 cms
Height 50 - 200 cms
GSM 160 - 270 gsm



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CROSS CORNER BAG

Cross Corner loop bag has loops stitched on the body of the main fabric. These types of
FIBCs are prepared when retaining the shape of the lifting loop becomes important. This
type of FIBC design is especially popular for Tubular FIBCs.
Range
Base 75 x 75 - 120 x 120 cms
Height 75 - 200 cms
GSM 180 - 240 gsm



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VENTILATED BAG

Ventilated or Breathable bags are FIBCs where the fabric has breathable stripes. This is
useful for products that breathe while packed, especially fruits and vegetables.
Range
Base 90 x 90 - 110 x 110 cms
Height 100 - 200 cms
GSM 180 - 220 gsm

U PANEL BAG


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This is the workhorse design for FIBCs. The standard four loop bags all types of bulk
materials.
Range
Base 75 x 75 - 120 x 120 cms
Height 50 - 225 cms
GSM 160 - 270 gsm



TUNNEL LOOP BAG

Tunnel loop bags are excellent for ease of and manipulating the FIBCs with a fork-lift
Range
Base 75 x 75 - 120 x 120 cms
Height 50 - 240 cms
GSM 170 - 240 gsm


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TUBULAR FIBC



Tubular FIBCs made from circular cloth are a popular design for FIBCs
Range
Base 75 x 75 - 105 x 105 cms
Height 50 - 240 cms
GSM 160 - 240 gsm



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CONDUCTIVE BAG

Conductive bags are bags that conduct the charges generated at the time of filling &
emptying of the products. These are essential in explosive environments or where the
products generate charges that could lead to explosion hazards.
Range
Base
90 x 90 110 x 110 cms
Height
100 200 cms
GSM
160 240 gsm


Liners
The liners at Shankar are produced from virgin PE polymers (LDPE and High Molecular
HDPE). Extrusion equipments incorporating the latest developments in the liner extrusion
technology ensure minimum variation in the wall thickness across the surface area and a
high degree of clarity. The standard production procedure is to use food approved
polymers.
The liner manufacturing programme at Shankar offers sufficient flexibility in length, width,
thickness and designs to incorporate a wide range of possibilities. Liners can be sewn or
glued with the outer bag. Coloured liners, co extruded liners, conductive liners, antistatic
liners can be produced on request.

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Horizontal Top


Horizontal Top with Guessets


Bottle Neck Liner with Weld Wings on Sides


Bottle Neck Shaped Top

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Diagonal Welded
Top

PRODUCT FEATURES
100% Recyclable
All FIBCs are made from virgin polymers.

U/V Stabilization
All components of the FIBCs are U/V stabilized to 150 KLY (test standard EN 1898-2000).

Food Grade
As a standard procedure all FIBCs are made from food grade polymers approved under FBA:
CFR Title 21, 177, 1520 Standards.

Fabrics
Available in coated, uncoated and ventilated. Standard availability in white, but other
colours on demand can be supplied subject to a minimum quantity.

Printing

Up to 3 colours and up to 4 sides.
Sewing Types
Normal and Dust-proof sewing.


Sewing Thread/Webbing
In various colours including blue, black, green and red. All colours defined by pantone
system.

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Document Pockets
In various sizes and materials including transparent PE, transparent PP and PVC. Also
available in self closing type.


Lifting Loops
Available in various styles, designs and colours.

Liners
Normal, bottle Shaped, Glued or Sewn.

Safe Working Load & Safety Factors
SF 5:1 500 kgs - 2000 kgs
SF 6:1 500 kgs - 1500 kgs
SF 8:1 500 kgs - 1000 kgs

Certification
All FIBCs covered by valid certification from labordata Germany.

Traceability
Each FIBC can be traced back to the order no. and production date.
Dimensions
Available in standard bases from 75 x 75 to 115 x 115 cms. And height from 75 cms to 200
cms. Other measures available on request.







QUALITY


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Quality Policy

The Quality Assurance System at SPL is a scientific and systemic one based on the twin
principles of online inspection and trend analysis. At SPL they do not compromise on quality,
they walk an extra mile to sustain the quality.
The online inspection is designed to identify and eliminate possible deviations at the time
and point where they occur. The most significant attribute of these FIBCs is that every FIBC
can be traced back right up to the order number as well as production date and Quality
Inspector.
All potential areas of operations where deviations are likely to occur or possibility of
occurrence are identified. If such inspection generates values outside the acceptable range,
it triggers off a standard procedure to eliminate the deviation and segregate such
production for a more careful inspection.
Simultaneously, the recordings of inspections made are computerized to create a data base.
This data is then put to statistical analysis to measure long term trends which are
periodically analyzed to focus efforts at product improvement.
This department is equipped with equipments like test rig designed in accordance with the
ISO Standards to conduct load tests on FIBCs, tensile testing machine to measure the
strength and elongation of the fabrics, webbing, sewing yarns and seams and U.V
accelerated weathering machines to measure UV retention as per ISO Standard.


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Food Safety Policy


They shall always strive to achieve total customer satisfaction by continual improvement in
manufacturing facilities & responsiveness through competent team. Their goal is to
manufacture & deliver FIBCs in time, which are free from all contamination for packaging of
Food, Pharmaceutical & Other products to their customers with service second to none
complying applicable legislation.




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Social Accountability Policy


Shankar Packagings Limited is committed to comply with requirement of SA 8000 for
ensuring social accountability in all areas of its activities and shall strive to continually
improve its systems and practices conforming to national and other applicable legal and
regulatory act / rules.


















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Safety Policy

They shall strive for higher productivity with minimum loss of man days on account of
accidents and human sufferings.
This shall be achieved by observing safe working conditions all times.
They shall continuously train, learn and follow good working practices.
They are committed to create safe and healthy work environment for a better life.



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Clean Room


Operated under ISO a 22000:2005 norm which is duly certified by an external agency they
believe they offer one of the best Clean Rooms that this industry can offer. This is their
commitment to fulfil their ISO 22000:2005 policy and be a responsible link in the food chain.



















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Packing
FIBCs are packed in wooden pallets which are subjected to Heat Treatment as per the ISPM
standards
FIBCs are covered using stretch films to avoid contamination during transportation &
storage

Dispatch
The Shankar Packaging Limited Dispatch Centre is located about 400 kms from Mumbai at
Nhava Shava, the largest port in India. Well connected, the port is easily accessible by road
and its geographical proximity and easy connectivity ensure minimum time lag for a
shipment. The port of Nhava Shava is frequented by all major shipping lines and provides
flexibility in choice of lines that can be used to send shipments across the world without any
obstacles as well as on time.




20' Container

No. of Pallets: 24
Base size of Pallets: 95 x 110 cms
Maximum Height: 110 cms
Size of Empty Pallet
(L x W x H):
95 cms x 110 cms x 12 cms
Approximate Tonnage: 8.0 MT

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40' Container

No. of Pallets: 48
Base size of Pallets: 95 x 110 cms
Maximum Height: 110 cms
Size of Empty Pallet
(L x W x H):
95 cms x 110cms x 12 cms
Approximate Tonnage: 16.0 MT



40' Container (High Cub)

No. of Pallets: 48
Base size of Pallets: 95 x 110 cms
Maximum Height: 110 cms

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Size of Empty Pallet
(L x W x H):
95 cms x 110cms x 12 cms
Approximate Tonnage: 16.0 MT



Global Locations
Shankar Packagings ltd has its global presence in Poland, Estonia and South Africa.



Exports
Shankar Packagings Ltd exports to following countries...
Australia, Belgium, Canada, Chile, Czech Republic, Denmark, France, Germany, Greece,
India, Italy, Netherlands, Poland, Russia, Saudi Arabia, Slovenia, South Africa, Spain, Sweden,
Thailand, UK, Ukraine and USA













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MANUFACTURING PROCESS

FIBC Manufacturing Process




















1) EXTRUTION
Here the mix of virgin polypropylene granules, ultra violet inhibitor, calcium
carbonate, and sometimes colour pigment are being melted and converted into
tapes in an extrusion plant. At the end of the extrusion line these tapes are wound
EXTRUTION
WEAVING
LAMINATION
CUTTING
WEBBING
SEWING
INSPECTION
TOP LIFT
TESTING
PACKING
FIBC MANUFACTURING
PROCESS
STORAGE

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on bobbins of required a size. This is the first stage of process which determines the
tensile strength of the tape.

2) WEAVING
Extruded tape bobbins are loaded in the circular/tubular weaving loom or setup for
the flat (Sulzer) loom. Here the tapes will be woven into fabric of a required
specification and size and will be wound in roll form. These woven fabrics are used
not only for the body of the FIBC, but also the fill and discharge components.

3) LAMINATION / COATING (OPTIONAL)
Polypropylene fabric is laminated with a semi-clear PP film that is bonded to the
woven material to create a moisture barrier. This is an optional process as per the
requirement of the customer.

4) CUTTING
the fabric in rolls is then run through an automatic cutting machine and will be cut to
a specific size. This automatic process is adopted to get better accuracy in cut size.

5) PRINTING
the body fabric is then fed into a printing machine to make a printing impression on
the fabric.

6) WEBBING
Heavier polypropylene tapes along with multifilament thread are woven into
webbing which forms the lift loops of the bulk bag.

7) SEWING
here all the components used to manufacture the bulk bag are brought together. All
the gathered parts are assembled to form an FIBC or bulk bag by highly skilled and
trained labourers under the supervision of technically qualified supervisors.
8) INSPECTION
Here each and every bag will be inspected by a technically qualified person from the
quality control department to ensure that each and every bag produced is safe to
use.

9) TOP LIFT TESTING
Random bags will be selected from a particular lot and will be tested to ensure the

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safe working load (SWL) is achieved. Generally these tests are conducted with the
sample bags before commencing production, but also after completion of the
production random samples are taken for top lift test to ensure the weight rating is
met or exceeded.

10) PACKING / BALING / PALLETIZING
After the bags are produced, inspected, and tested they are compressed with the
help of a press and neatly packed as per the requirement of the customer.

11) STORAGE
Once the bags are baled/palletized, they are immediately shifted to a clean storage
room.















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OBJECTIVES:
PRIMARY OBJECTIVE:
1) The main objective of the study is to find out the customer satisfaction level, quality
assurance and services at Shankar packagings ltd.
SECONDARY OBJECTIVES:
1) To study the latest trends in FIBC industry.
2) To know about the target customers of Shankar packagings ltd.
3) To study about the perception of customers with reference to availability of products
and services in Shankar packagings ltd.
4) To study Shankar packagings ltd positioning in the mind of the customers vis-a-vis
competitors.
5) To find out the factors that affect customers decision to buy (conductive bags).


NEED OF THE STUDY:
The need of the study was to determine the customer satisfaction level, quality assurance of
the companys product and services. Customers perception and their valuable feedback will
provide a way to accurately measure how the customers think about the products and
services provided by the company.
This project helps to find out the target market for the company and will also enable the
company in improving the promotional activities to capture the good and huge market
share.



SLIMS BATCH 2013-15 Page 46

Management needs ongoing feedback from the customers, partners and employees in order
to continue to innovative and grow.

SCOPE OF THE STUDY:
1) This research work is the result of customer oriented marketing .it is necessary to
study systematically the different aspects relating to the marketing process with
regards to fulfilling the expectation and needs of the customers.
2) Needed to find the relationship between the supplier and the company.
3) It helps to understand the need of the customers and their expectations from the
company.
4) It determines the overall performance of the company.














SLIMS BATCH 2013-15 Page 47














SLIMS BATCH 2013-15 Page 48

RESEARCH METHODOLOGY

Every research is based on a standard sequence that determines its initialization, flow and
completion.














RESEARCH METHODOLOGY
This report has been prepared on the basis of information collected from different sources.
In order to achieve objective of the project proper research method was applied. After going
through brainstorming session, objectives were selected and set on the base of these
objectives. A questionnaire was designed major emphasis of which was gathering new ideas
or insight so as to determine and bind out solution to the problems.

OBJECTIVES DEFINATION
DEVELOP RESEARCH PLAN
COLLECTION OF DATA
ANALYSE THE INFORMATION
PRESENT THE FINDINGS

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DATA COLLECTION SOURCE
PRIMARY DATA:
Primary data was very crucial to collect so as to know various past and present customer
views of Shankar packagings ltd. Fresh primary data was collected by taking feedback from
customers which involved survey method which included instruments like questionnaire.
SECONDARY DATA:
Secondary data are those which have been collected by someone else and which already have been
passed through statistical process. Secondary data has been taken from internet, companys website
and companys officials.

RESEARCH APPROACH
SURVEY METHOD:
The research approach used was survey method which is a widely used method for
collection and best suited for descriptive type of research survey includes research
instrument like questionnaire which can be structured and unstructured. The instrument
which I have used for data collection is structured questionnaire. Questions are closed
ended and open ended depending upon the information that needed to be elicited. I have
also used the scaling technique to assess the attitude of the customer.

SAMPLING DESIGN

DETERMINING THE SAMPLING SIZE:
The sample size for the survey was 50 respondents. These were the loyal customers of the
company.

DETERMINING THE SAMPLING TECHNIQUE TO BE USED:
The technique used to collect data from the respondents is convenience sampling.


SLIMS BATCH 2013-15 Page 50


LIMITATIONS OF THE STUDY:
The responses that I have got from the customers cannot be considered as
totally perfect because of various personal and other limitations.
As customers expectations and experiences include more of psychological
aspects of the survey made during a particular time period will give the
information about the customers during that particular time period. In order to
be up-to-date in understanding the level of satisfaction periodic surveys are
necessary.
Due to time constraint during the period it could not be made possible to
explore more area of concern pertaining to study.
All the survey questions are undisguised or direct. Hence there is a scope for
the respondents to be biased or pretentious.
The sample size is small due to specified reasons.
















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STUDY OF THE TOPIC

Customer satisfaction is a term frequently used in marketing. It is a measure of how
products and services supplied by a company meet or surpass customer expectation.
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."
It is seen as a key performance indicator within business and is often part 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.
Customer satisfaction is important because when a customer is happy with a service or
goods provider, they are most likely to be loyal and to make repeat orders and to use a wide
range of services offered by a business. This will boost business sales.
Customer satisfaction is the state of mind that customers have about a company when their
expectations have been met or exceeded over the lifetime of the product or service. There
are some important implications of this definition:
Because customer satisfaction is a subjective, non-quantitative state, measurement
won't be exact and will require sampling and statistical analysis.
Customer satisfaction measurement must be undertaken with an understanding of the
gap between customer expectations and attribute performance perceptions.
There should be some connection between customer satisfaction measurement and
bottom-line results.

"Satisfaction" itself can refer to a number of different facts of the relationship with a
customer. For example, it can refer to any or all of the following:
Satisfaction with the quality of a particular product or service
Satisfaction with an ongoing business relationship
Satisfaction with the price-performance ratio of a product or service
Satisfaction because a product/service met or exceeded the customer's expectations



SLIMS BATCH 2013-15 Page 53


Each industry could add to this list according to the nature of the business and the specific
relationship with the customer. Customer satisfaction measurement variables will differ
depending on what type of satisfaction is being researched. For example, manufacturers
typically desire on-time delivery and adherence to specifications, so measures of satisfaction
taken by suppliers should include these critical variables.
Clearly defining and understanding customer satisfaction can help any company identify
opportunities for product and service innovation and serve as the basis for performance
appraisal and reward systems. It can also serve as the basis for a customer satisfaction
surveying program that can ensure that quality improvement efforts are properly focused
on issues that are most important to the customer.
Customer satisfaction is the key aim in selling process. It is estimated that it costs five times
as much to attract new customers as to retain an existing one. The relationship between the
customer and the organisation is very important. Customers are the end users of products
and services produced by any company and customer satisfaction are extremely important
in increasing profit margins as well as customer retention. If you satisfy your customers they
will be more likely to come back and also bring their friends.
In a survey of nearly 200 senior marketing managers, 71 percent responded that they found
a customer satisfaction metric very useful in managing and monitoring their businesses. A
study by Info Quest found that a totally satisfied customer contributes 2.6 times more
revenue than a somewhat satisfied customer. Furthermore, a totally satisfied customer
contributes 14 times more revenue than a somewhat dissatisfied customer. Satisfaction
plays a significant role in how much revenue a customer generates for your business.
Successful business understands the importance of customer lifetime value (CLV). If you
increase CLV, you increase the returns on your marketing dollar.
Customer lifetime value is a beneficiary of high customer satisfaction and good customer
retention. Customer satisfaction is tightly linked to revenue and repeat purchases. What
often gets forgotten is how customer satisfaction negatively impacts your business. Its one
thing to lose a customer because they were unhappy. Its another thing completely to lose
20 customers because of some bad word of mouth.


SLIMS BATCH 2013-15 Page 54


Customer satisfaction plays an important role within your business. Not only is it the leading
indicator to measure customer loyalty, identify unhappy customers, reduce churn and
increase revenue; it is also a key point of differentiation that helps you to attract new
customers in competitive business environments.
The level of satisfaction a customer has with a company has profound effects. Studies have
found that the level of customers satisfaction has a positive effect on profitability:
A totally satisfied customer contributes 2.6 times as much revenue to a company as
a somewhat satisfied customer.
A totally satisfied customer contributes 17 times as much revenue as a somewhat
dissatisfied customer.
A totally dissatisfied customer decreases revenue at a rate equal to 18 times what a
totally satisfied customer contributes to a company.



The key to improving customer satisfaction is to implement a system that will measure and
track the performance of the key customer touch points such as quality, on time delivery,
and billing errors. The system will also monitor potential opportunities to help customers
such as order quantities, shipped quantities, and lead times, which can be used to help

SLIMS BATCH 2013-15 Page 55


reduce costs both internally and for the customer. These opportunity indicators provide
your sales force with powerful information that can be used to match order sizes with
truckload quantities, match order sizes with efficient production runs, quote reasonable
delivery dates based on raw material availability. This type of information tracking allows
companies to run more efficiently and build long- term partnerships with their customers.

Measuring customer satisfaction is a relatively new concept to many companies that have
been focused exclusively on income statements and balance sheets. Companies now
recognize that the new global economy has changed things forever. Increased competition,
crowded markets with little product differentiation and years of continual sales growth
followed by two decades of flattened sales curves have indicated to today's sharp
competitors that their focus must change.
Competitors that are prospering in the new global economy recognize that measuring
customer satisfaction is a key to success. Only by doing so can they hold on to the customers
they have and understand how to better attract new customers. The competitors who will
be successful recognize that customer satisfaction is a critical strategic weapon that can
bring increased market share and increased profits.
Service quality is viewed as a form of attitude representing a long-run overall evaluation.
Maintaining service quality at certain level and improving service quality must be life-time
efforts to those companies who desire life-time prosperity in customers heart (Cronin&
Taylor, 1992)









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SWOT ANALYSIS OF SHANKAR PACKAGINGS LTD.






STRENGTHS

SPL has a fully integrated production
system
As ISO 9001:2008, ISO 22000:2005
certified company.
Have a strong and mature quality
assurance system.
Have the latest plants and
equipments.
Have several years of presence and
experience in global markets.
Have a wide variety of products to
suit varied requirements.
Has a ready stock of fabrics and
accessories to offer quick shipments.


WEAKNESS

Backlogs due to labour absenteeism.
Lack of time to time internet
information updating of SPLs website.

OPPORTUNITIES

Monopoly in quality conductive bag
making in Gujarat, Rajasthan, and
Maharashtra.
Expansion in southern region.

THREATS

Competitors
Fluctuating prices of raw materials
Labour shortage

SLIMS BATCH 2013-15 Page 58
















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ANALYSIS AND INTERPRETATION

1) Are you satisfied with Shankar packagings ltd. Image for the following?


Chart 1: Shankar packagings ltd. image
Inference:
The sample drawn on the probability basis clearly shows that 66% of the customers are very
satisfied with the internet presence of Shankar Packagings ltd. 6% are very satisfied, 26%
neutral about the internet presence. While 67% of the respondents are satisfied with
information material provided by SPL, 33% are very satisfied, and 56% respondents are
satisfied with the technical consulting services given at SPL. 12% of the respondents are very
satisfied, 18% are neutral about the consulting services provided 12% are dissatisfied and
2% are very dissatisfied.
satisfied very satisfied neutral dissatisfied very
dissatisfied
66%
6%
26%
2%
0%
67%
33%
0% 0% 0%
56%
12%
18%
12%
2%
Are you satisfied with Shankar packagings ltd. image for the
following?

INTERNET PRESENCE INFORMATION MATERIAL TECHNICAL CONSULTING SERVICES

SLIMS BATCH 2013-15 Page 60


OBSERVATION:
As majority of the customers are satisfied with the internet presence of Shankar packagings
ltd. The company should always try to timely upgrade the sites as and when required. So
that half of the query of the customer gets solved through the website itself. Customers are
also satisfied with the information material provided to them that is brochures, manuals,
catalogues etc) and even the technical consulting services. The company should maintain
the same standard and it is suggested to come up with suitable measure to reduce the
negative opinion among the consumer who is of the opinion that the fuel consumption is a
dissatisfying factor

2) What is your opinion of Shankar packagings ltd. order processing?

CHART: 2

satisfied very satisfied neutral dissatisfied very
dissatisfied
22%
0%
36%
26%
0%
20%
0%
44%
18%
18%
70%
10%
20%
0%
0%
Shankar packagings ltd. order processing?

ADHERENCE TO DELIVERY DATES
FLEXIBILITY OF DELIVERY TIME & QUANTITY
PACKAGING OF BAGS

SLIMS BATCH 2013-15 Page 61


Inference:
The sample drawn on the probability basis clearly shows that 22% of the customers are
satisfied with the adherence to delivery dates of Shankar Packagings ltd. 26% are
dissatisfied, 36% are neutral they are neither satisfied nor dissatisfied.20% of the
respondents are satisfied with the flexibility of delivery time and quantity,18% are
dissatisfied and 18% are very dissatisfied on the other hand 44% are neither satisfied nor
dissatisfied.70% are satisfied with packaging of bags, 10% very satisfied and 20% neutral
about it.
OBSERVATION:
As majority of the respondents are satisfied with the packaging of bag of Shankar
packagings ltd. But the customers are unhappy and dissatisfied with the adherence to
delivery dates, the company should maintain the same standard and it is suggested to come
up with suitable measure to reduce the negative opinion among the customers.

3) What do you think about the technical consulting services at Shankar
packagings ltd.?
CHART: 3

satisfied very satisfied neutral dissatisfied very
dissatisfied
56%
12%
18%
12%
2%
40%
14%
16%
18%
12%
48%
2%
46%
4%
0%
Technical consulting services at Shankar
packagings ltd.

VARIETY OF SOLUTIONS SPEED OF RESPONSE TECHNICAL KNOW-HOW

SLIMS BATCH 2013-15 Page 62


Inference:
Out of 100% of the respondents, 56% of the respondents approached were satisfied with
variety of solutions provided at SPL, 12% were very satisfied, 18% 0f the respondents were
neutral about it, 12% were dissatisfied and 2% were very dissatisfied. Regarding speed of
response and technical know-how at SPL 40% and 48% of the respondents were satisfied,
14% and 2% were very satisfied, and 16% and 46% were neither satisfied nor dissatisfied
with it. 18% and 4% were dissatisfied and 12% were very dissatisfied.
OBSERVATION:
Majority of the respondent are satisfied with the variety of solutions provided. But on the
other hand some of the customers are dissatisfied with the speed of response. Even many
of the customers have suggested that SPL should increase their communication during
delivery lead times.
















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CHART: 4
Do you consider Shankar packagings ltd. product quality satisfactory?


Inference:
Out of 100% of the respondents, 74% of the respondents approached were satisfied with
the products design and function, while 62% of the respondents are satisfied with the
safety feature of the product, 52% customers are satisfied with performance and economic
lifetime whereas 42% of the respondents are satisfied with the product quality and 24% are
satisfied with pricing of the product.
Majority of the customers are dissatisfied with the pricing of the product that is 22% and 4%
are dissatisfied with the design and function, 2% are dissatisfied with the safety of the
product.
satisfied very satisfied neutral dissatisfied very dissatisfied
42%
44%
14%
0% 0%
74%
10% 12%
4%
0%
24%
0%
54%
22%
0%
52%
22%
26%
0%
0%
62%
8%
28%
2%
0%
PRODUCT QUALITY DESIGN AND FUNCTION
PRICE PERFORMANCE AND ECONOMIC LIFETIME
SAFETY
Shankar packagings ltd. product quality satisfactory

SLIMS BATCH 2013-15 Page 64


OBSERVATION:
Majority of the customers are dissatisfied with the pricing of the product that is 22% and 4%
are dissatisfied with the design and function, 2% are dissatisfied with the safety of the
product. SPL charges what is prevailing in the market. SPLs price is higher than that of our
competitors price.
But the quality that SPL is providing is much more quality product compared to competitors
product. Customers are even satisfied with the design and function of the bag.

CHART: 5
What is your opinion of Shankar packagings ltd. customer service?


satisfied very satisfied neutral dissatisfied very dissatisfied
46%
0%
26%
14% 14%
28%
4%
32%
16%
20%
60%
2%
36%
2%
0%
Opinion of Shankar packagings ltd. customer service
CUSTOMER SUPPORT HANDLING OF COMPLAINTS STAFF'S KNOWLEDGE

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Inference:
This graph shows that mostly customers are satisfied about staff knowledge at SPL , after
that customers are satisfied with customer support and assistance , many customers are
neutral , very low customers are dissatisfied with customer support and some percentage of
customers have problem regarding handling of complaints at SPL.

OBSERVATION:
Majority of the respondents have the opinion that the staffs knowledge is very good at SPL.
But the customers are dissatisfied with the way company is handling their complaints. And
they have mixed opinion about the customer support at SPL.
The company should try to increase the customer support service during the lead times and
try to resolve their queries.

CHART: 6
How would you rate Shankar packagings ltd. as a supplier?

Excellent
8%
good
52%
average
30%
below average
10%
RATING AS A SUPPLIER

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Inference:
The sample drawn on the probability basis clearly shows that 52% of the respondents have
rated SPL as a good supplier, 8% have rated as an excellent supplier, 30% as average and
10% as below average supplier.

OBSERVATION:
Majority of the respondents have rated SPL as a good supplier. This shows that
SPL has excelled in almost every aspect to satisfy its customers expectations.
The company should maintain the same standard and it is suggested to
come up with suitable measure to reduce the negative opinion among the
consumer.
CHART: 7
How would you rate Shankar packagings ltd. with our competitors?

IMAGE TECHNICAL
SUPPORT
PRODUCT QUALITY CUSTOMER
SERVICES
54%
42%
70%
28%
30%
12%
4%
42%
16%
46%
26%
30%
Rate Shankar packagings ltd. with competitors
Above Average Below Average Equal

SLIMS BATCH 2013-15 Page 67


Inference:
This graph shows that most of the customers have rated SPL as above average supplier in
terms of product quality that is 70%, 46% of the respondents have rated SPL as equal with
competitors in terms of technical support given.

42% of the respondents have rated as below average supplier compared to the competitors
in terms of customer services provided.
OBSERVATION:
Majority of the respondents have rated Shankar packagings ltd. as an above
average company compared with our competitors. This shows that SPL has
proved itself to be at the top in the minds of the customers covering each and
every aspect of product features.

CHART: 8
COMMUNICATION


48%
8%
22%
18%
4%
COMMUNICATION NEEDS
Satisfied very satisfied neutral dissatisfied very dissatisfied

SLIMS BATCH 2013-15 Page 68


Inference:
As 48% of the respondents are satisfied that they are happy with the communication needs
at SPL, it satisfies that the customer satisfaction levels are very high. If the company were to
identify the pitfalls and undertake remedial measure, thus it will lead to more good word of
mouth public.
CHART: 9
DELIVERY LEAD TIMES


Inference:
The sample drawn on the probability basis clearly shows that 42% of the respondents are
neither satisfied nor dissatisfied with delivery lead times, 24% are dissatisfied, and 18% are
very dissatisfied only 16% are satisfied with it.
OBSERVATION:
Majority of the respondents that is are neither very satisfied nor dissatisfied with the
adherence to delivery dates of the order.

16%
0%
42%
24%
18%
DELIVERY LEAD TIMES
Satisfied very satisfied neutral dissatisfied very dissatisfied

SLIMS BATCH 2013-15 Page 69


The company should try to match the delivery dates and do the timely dispatching of the
orders.

CHART: 10
VALUE FOR MONEY PAID


Inference:
The sample drawn on the probability basis clearly shows that 48% of the respondents are
satisfied and 18% are very satisfied as they are getting the value for money paid, 24% are
neutral and 10% are dissatisfied.
OBSERVATION:
As majority of the respondents are satisfied and they think that they are getting the value
for money paid, the company should maintain the same standard and it is suggested to
come up with suitable measure to reduce the negative opinion among the consumer who is
of the opinion that it is not value for money paid.

48%
18%
24%
10%
0%
VALUE FOR MONEY PAID
Satisfied very satisfied neutral dissatisfied very dissatisfied

SLIMS BATCH 2013-15 Page 70


CHART: 11
EASE OF DOING BUSINESS WITH SPL


Inference:
The sample drawn on the probability basis clearly shows that 10% of the customers are very
satisfied doing business with SPL 42% are satisfied, 20% are dissatisfied and 2% are very
dissatisfied.
OBSERVATION:
Majority of the respondents have rated SPL as a good supplier. This shows that
SPL has excelled in almost every aspect to satisfy its customers expectations.
The company should maintain the same standard and it is suggested to
come up with suitable measure to reduce the negative opinion among the
consumers.


42%
10%
26%
20%
2%
EASE OF DOING BUSINESS WITH SPL
Satisfied very satisfied neutral dissatisfied very dissatisfied

SLIMS BATCH 2013-15 Page 71


CHART: 12


Inference:
This graph shows that mostly customers are satisfied with the product variety of SPL , after
that customers are satisfied with the service attitude and behaviour , many customers are
neutral , very low customers are dissatisfied with easy approach to staff and services.





Excellent Good Satisfactory Poor Very
6%
38%
31%
17%
8%
16%
32%
28%
16%
8% 8%
50%
36%
6%
0%
Rate SPL on the following
EASY APPROACH TO STAFF AND SERVICES SERVICE ATTITUDE AND BEHAVIOUR
PRODUCT VARIETY

SLIMS BATCH 2013-15 Page 72


CHART: 13


Inference:
The sample drawn on the probability basis clearly shows that 68% of the customers would
like to recommend SPL to others, whereas 32% said no.
OBSERVATION:
Majority of the respondents have rated SPL as a good supplier and they would recommend
SPL. This shows that SPL has excelled in almost every aspect to satisfy its customers
expectations. The company should maintain the same standard and it is suggested to
come up with suitable measure to reduce the negative opinion among the consumers.





68%
32%
RECOMMENDATION
Yes No

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FINDINGS

Based on the data gathered by administrating schedules to customers the following
observations are made.
1. Majority of the customers are satisfied with the internet presence of Shankar
packagings ltd. as they get half of the queries solved over there. According to the
data shown in table 1 of the data analysis and Interpretation topic.

2. Customers are very satisfied with the product quality of SPL. the competitors are not
able to provide such a quality product with great economic life time and
performance at this price.


3. Customers are neutral about the pricing of the product of SPL. SPL charges what is
prevailing in the market. SPLs price is higher than that of our competitors price. But
the quality that SPL is providing is much more quality product compared to
competitors product.

4. Customers find the products performance and economic lifetime as satisfying and
they find it value for the money paid.


5. Customers have rated Shankar packagings ltd as above average company in
comparison with the competitors. SPL has excelled in almost every aspect to satisfy
its customers expectations.

6. Majority of the respondents that is 36% are neither very satisfied nor dissatisfied
with the adherence to delivery dates of the order. The company should try to match
the delivery dates and do the timely dispatching of the orders.


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SUGGESTIONS

Communication needs should be increased during the delivery times. So that the
customer get the timely update for tracking his order. Some extra efforts should be
put towards traders in terms of communication.

As there is delay in meeting the dispatch dates of the order and the company is not
able to meet the delivery dates as the production is not in full efficiency this is due to
labor absenteeism. For tackling with the labor absenteeism problem at Shankar
Packagings Ltd., labor should be provided with the transportation facility. Because
workers sometimes remain absent due to transport difficulties.

Absenteeism can be better tackled through guidance and counseling. They should be
encouraged to be regular through proper education and guidance. Habitual
absentees should be called by the personnel counselors to impress upon the
seriousness of their absence and the need to be regular.

Errors and mistakes should be checked on the companys website and even
brochures.







SLIMS BATCH 2013-15 Page 77




CONCLUSION

SPL charges what is prevailing in the market. SPLs price is higher than that of our
competitors price. But the quality that SPL is providing is a much more quality
product compared to what the competitors are providing.

Adherence to delivery dates is the main problem currently prevailing in company
due to which the customers are not getting the orders on time and the customers
are getting very dissatisfied.

SPL have expanded to meet an ever-growing list of new challenges from SPLs
customers: meeting those challenges with new bulk bag designs and new products
and services.

Majority of the customers are happy with SPLs product quality, it satisfies that the
customer satisfaction levels. If the company were to identify the pitfalls in the
dispatch of the goods, thus it will lead to more good word of mouth publicity.

The company is offering good services, which is reflected on the satisfaction of the
customer.

Majority of the customer are satisfied with the product quality of the jumbo bags.




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BIBLIOGRAPHY / WEBOGRAPHY BOOK REFERENCES

Business research methods 8e Zikmund, Babin, Carr, Adhikari, Griffin

Marketing Management 14e Philip kotler, Kevin lane Keller, Abraham
koshy, Mithileshwar jha


REFERENCES

www.shankarpack.com
http://www.nobleprinting.com/pdf/report_on_packaging_industry_in_i
ndia.pdf
http://piai.org/Trends.aspx
http://articles.economictimes.indiatimes.com/2014-01-
06/news/45918769_1_packaging-industry-indian-institute-n-c-saha
http://specialtyfabricsreview.com/articles/1009_f3_containers.html








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CUSTOMER SATISFACTION QUESTIONNAIRE


(Please give your opinion to Details for filling in the questionnaire
questions below and tell us 1. Please fill in the questionnaire completely.
how content you are with Shankar 2. Please mark only one item per question.
Packagings ltd.) 3. Your comments and suggestions are welcome

Your statements will be kept in confidence
and only be used for internal purposes

Thank you very much for your support








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VOLUNTARY DECLARATION:

COMPANY:


I. Are you satisfied with Shankar packagings ltd. image for the following?
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
Internet presence
Information
material(brochures,manuals,catalogues
etc)

Consulting and service

II. What is your opinion of Shankar packagings ltd. order processing?
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
Adherence to delivery dates
Flexibility of delivery time and
quantity

Packaging of Bags

III. What do you think about the technical consulting services at Shankar packagings ltd.?
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
Variety of solutions
Speed of response
Technical know-how




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IV. Do you consider Shankar packagings ltd. product quality satisfactory?
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
Product quality
Design and function
Price
Performance and economic life-time
Safety

V. What is your opinion of Shankar packagings ltd. customer service?
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
Customer support
Handling of complaint
Staffs knowledge

VI. How would you rate Shankar packagings ltd. as a supplier?

Excellent good average below average
Supplier rating

VII. How would you rate Shankar packagings ltd. with our competitors?
PATICULARS
ABOVE
AVERAGE
BELOW
AVERAGE
EQUAL
Image
Quotation processing
Technical support
Product quality
Customer service


SLIMS BATCH 2013-15 Page 84



VIII. Communication
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
How satisfied are you with our
companys efforts to meet your
communication needs?


IX. Delivery
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
How satisfied are you with our
product delivery lead times?


X. Product value
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISATISFIED
How satisfied are you with our
products as representing value for
the money paid?


XI. Overall
PATICULARS
VERY
SATISFIED
SATISFIED NEUTRAL DISATISFIED
VERY
DISSATISFIED
How satisfied are you with the ease
of doing business with our
company?










SLIMS BATCH 2013-15 Page 85

RATING:
1= Excellent, 2= Good, 3= Satisfactory, 4= poor, 5= very poor

XII.
PATICULARS 1 2 3 4 5
Is it easy to approach the staff and is the service
reachable?

Service attitude and behaviour in Shankar packagings
ltd.

How sufficient is the product variety in Shankar
packagings ltd.


XIII. Would you recommend Shankar packagings ltd. to a company?
YES NO
Recommendation

XIV. Do you have any comments or suggestions that would help us improve.
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