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DEPARTMENT OF MANAGEMENT STUDIES

KONGU ENGINEERING COLLEGE

(Autonomous)

PERUNDURAI, ERODE 638052

APRIL 2014

BONAFIDE CERTIFICATE

This is to certify that the Project report entitled A STUDY ON SATISFACTION LEVEL
OF DEALERS AND CUSTOMERS WITH RENACON AAC BLOCKS is the bonafide
record of project work done by SUGANYA.D (Register no: 12MBR099) in partial
fulfilment of the requirements for the award of the Degree of Master of Business
Administration of Anna university Chennai during the year 2013 - 2014.

Mr.R.MOHAN Dr.R.SOMASUNDARAM

PROFESSOR HEAD OF THE DEPARTMENT

Date:

Submitted for the end semester viva-voce examination held on ___________

INTERNAL EXAMINER EXTERNAL EXAMINER

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DECLARATION

I affirm that the Project Report titled A STUDY ON SATISFACTION LEVEL OF

DEALERS AND CUSTOMERS WITH RENACON AAC BLOCKS being submitted in
partial fulfilment of the requirements for the award of Master of Business Administration
is the original work carried out by me. It has not formed part of any other project report
or dissertation on the basis of which a degree or award was conferred on an earlier
occasion on this or any other candidate.

Date: D.SUGANYA

(12MBR099)

I certify that the declaration made by the above candidate is true to the best of my
knowledge.

Date: R.MOHAN

Name & Signature of the supervisor

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ABSTRACT

The project titled A STUDY ON SATISFACTION LEVEL OF DEALERS AND

CUSTOMERS WITH RENACON AAC BLOCKS is done to study about the
dealers and customers satisfaction towards Renacon AAC blocks. It provides
knowledge about attitude of the dealers and customers towards the product. This
study helps to know about the various factors that influence quantity and buying
behaviour of dealers and the satisfaction of customers. This study is descriptive in
nature. The data required for the study is collected using structured questionnaire.
All the18 dealers and a sample of 50 customers are taken through convenience
sampling technique. From this analysis it is concluded that the majority of the
dealers feel that the price of Renacon blocks is normal and also the quality of the
blocks stands as a major factor influencing the purchase decision of the dealers. It
is found that majority of the companys customers are satisfied with the companys
blocks.
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ACKNOWLEDGEMENT

This study will not be complete without acknowledging my sincere gratitude to all
persons who have helped me to carry out this study and in the preparation of report.

I express my sincere thanks to the Kongu Vellalar Institute of Technology Trust

and Dr. S. KUPPUSWAMI, Principal of Kongu Engineering College and the
management for giving me an opportunity to undergo MBA degree course and to
undertake this project work.

I am greatly indebted to Dr. R. SOMASUNDARAM Professor and Head,

Department of Management Studies, Kongu Engineering College for his constant
inspiration and guidance and without whose encouragement this report would not have
come out.

I must be grateful and owe a personal debt of gratitude to my project

guide, Mr.R.MOHAN Professor, Department of Management Studies, who has always
been forthcoming with valuable support, extraordinary guidance, patience, timely help
and inspiration at all the stages of this project work which offered new insight, that were
valuable during my study and report writing.

I wish to place my heartfelt thanks to Mr.V.ALBERT Marketing Manager,

and all other staff members of Renacon AAC blocks, Erode, for giving me this
opportunity to undertake my project work in their esteemed concern.

I also express my gratitude to the Parents and friends without whom the project
work would not have been successful. Above all, I wish to thank the almighty forgiving
courage and wisdom to take up this project and to complete it successfully.
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TABLE OF CONTENTS

CHAPTER NO TITLE PAGE NO

ABSTRACT iv
LIST OF TABLES viii
LIST OF CHARTS ix
1 Introduction
1.1 Introduction 1
1.2 Industry profile 1
1.3 Company profile 2
2 Statement of problem
2.1 Problem identification 4
2.2 Objective 4
3 Review of literature 5
4 Research methodology
4.1 The research design 7
4.2 Sample size
4.2.1 dealers 7
4.2.2 customers 7
4.3 Data collection
4.3.1 dealers 7
4.3.2 customers 7
4.4 limitations
4.4.1 dealers 8
4.4.2 customers 8
5 Data analysis and interpretation
5.1 Dealers
5.1.1 Mode of payment 9
5.1.2 Opinion about the price of Renacon blocks 10
5.1.3 Opinion about promotion activities 10
5.1.4 Opinion about the quality of Renacon blocks 11
5.1.5 Opinion about supplies 11
5.1.6 Opinion about after sales service 12
5.1.7 Opinion about the transportation of Renacon
blocks 12
5.1.8 Frequency of supplies 13
5.1.9 Dealing with other companies 13
5.1.10 Factors influencing the decision taken by
dealer 14
5.1.11 Nature of the Shop 14
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5.1.12 The mode of payment 15

5.1.13 Opinion about the type of promotional activity 15
5.1.14 Complaints about Renacon blocks 16
5.1.15 Effectiveness of Media advertising 16
5.1.16 Frequency of dealer meets 17
5.1.17 Quantity of Renacon blocks sold 17
5.2 Customers
5.2.1 Age of the customer 19
5.2.2 Gender of the respondent 20
5.2.3 Occupation of customer 21
5.2.4 Monthly income 22
5.2.5 Opinion about Renacon blocks 23
5.2.6 Opinion about purchase Renacon blocks 24
5.2.7 Mode of payment 25
5.2.8 Factors influencing the decision to be the
dealer 26
5.2.9 Quantity of Renacon blocks sold 27
5.2.10 Delivered in correct time 28
5.2.11 Promised quantity in time 29
5.2.12 Opinion about the transportation 30
5.2.13 Opinion about quality 31
5.2.14 Satisfaction level of door delivery 32
5.2.15 Opinion about the response from company 33
5.2.16 Opinion about sales person satisfaction 34
5.2.17 Opinion about after sales service 35
5.2.18 Overall satisfaction of Renacon blocks 36
5.2.19 Opinion to improve Renacon blocks 37
5.2.20 Test of association between quantity of
purchase and source of supply 38
5.2.21 Test of association between place of purchase
and timely delivery 39
5.2.22 Test of association between place of purchase
and after sales service 40
5.2.23 Test of association between place of purchase
and mode of payment 41
6 FINDINGS, SUGGESTIONS AND CONCLUSION
6.1 Findings 43
6.2 Suggestions 46
6.3 conclusion 47
REFERENCES
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LIST OF TABLES

TABLE NO TITLE PG NO
5.2.1 Age of the customer 19
5.2.2 Gender of the respondent 19
5.2.3 Occupation of customer 20
5.2.4 Monthly income 21
5.2.5 Opinion about Renacon blocks 22
5.2.6 Opinion about purchase Renacon blocks 23
5.2.7 Mode of payment 24
Factors influencing the decision to be the dealer of
5.2.8 Renacon blocks 25
5.2.9 Quantity of Renacon blocks sold 26
5.2.10 Delivered in correct time 27
5.2.11 Promised quantity in time 28
5.2.12 Opinion about the transportation 29
5.2.13 Opinion about quality 30
5.2.14 Satisfaction level of door delivery 31
5.2.15 Opinion about Response from company 32
5.2.16 Opinion about sales person satisfaction 33
5.2.17 Opinion about after sales service 34
5.2.18 Overall satisfaction of Renacon blocks 35
5.2.19 Opinion to improve Renacon blocks 36
Test of association between quantity of purchase and
5.2.20 source of supply 37
Test of association between quantity of purchase and
5.2.21 timely delivery 38
Test of association between quantity of purchase and
5.2.22 after sales service 40
Test of association between quantity of purchase and
5.2.23 mode of payment 41
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LIST OF CHARTS

FIGURE NO TITLE PG NO
5.1.1 Mode of payment 8
5.1.2 Opinion about the price of Renacon blocks 9
5.1.3 Opinion about promotion activities 9
5.1.4 Opinion about the quality of Renacon blocks 10
5.1.5 Opinion about supplies 10
5.1.6 Opinion about after sales service 11
5.1.7 Opinion about the transportation of Renacon blocks 11
5.1.8 Frequency of supplies 12
5.1.9 Dealing with other companies 12
5.1.10 Factors influencing the decision taken by dealer 13
5.1.11 Nature of the Shop 13
5.1.12 The mode of payment 14
5.1.13 Opinion about the type of promotional activity 14
5.1.14 Complaints about Renacon blocks 15
5.1.15 Effectiveness of Media advertising 15
5.1.16 Frequency of dealer meets 16
5.1.17 Quantity of Renacon blocks sold 16
5.2.1 Age of the customer 19
5.2.2 Gender of the respondent 19
5.2.3 Occupation of customer 20
5.2.4 Monthly income 21
5.2.5 Opinion about Renacon blocks 22
5.2.6 Source of supply of Renacon blocks 13
5.2.7 Mode of payment 24
5.2.8 Factors influencing the decision to be the dealer 25
5.2.9 Quantity of Renacon blocks purchased 26
5.2.10 Delivered in correct time 27
5.2.11 Promised quantity in time 28
5.2.12 Opinion about the transportation 29
5.2.13 Opinion about quality 30
5.2.14 Satisfaction level of door delivery 31
5.2.15 Opinion about Response from company 32
5.2.16 Opinion about sales person satisfaction 33
5.2.17 Opinion about after sales service 34
5.2.18 Overall satisfaction of Renacon blocks 35
5.2.19 Opinion to improve Renacon blocks 36