A STUDY ON CUSTOMER SATISFACTION AT RUBBER GENERAL

INDUSTRY INDIA PVT.LTD, COONOOR.

PROJECT REPORT

Submitted By

PRAVEEN KUMAR.M

(REG NO-1835F0247)

Under the Guidance of

MRS.KV VIMALA,MBA M PHIL ,(Ph.D)

ASSISTANT PROFESSOR

Submitted to Bharathiyar university in partial fulfillment of the requirement for

award of the degree of
MASTER OF BUSINESS ADMINISTRATION

NEHRU COLLEGE OF MANAGEMENT

An ISO 9001:2008 Certified Institution, Accredited NAAC with “B++”
 Approved By AICTE, New Delhi & Affiliated to Bharathiar University,
Coimbatore – 105

BONAFIDE CERTIFICATE

This is to certify that the major project entitled ‘‘A STUDY ON CUSTOMER

SATISFACTION AT RUBBER GENERAL INDUSTRY INDIA PVT LTD

AT COONOOR, ’Submitted to the Bharathiar University in partial fulfillment of
the requirement for the award of the degree of ‘‘Master of business
Administration’’ is a record of original research work done by PRAVEEN
KUMAR . M (Reg.No: 1835F0247 ) during the period of 45 days of her study in
Nehru College of Management , Coimbatore under my supervision and guidance
and it has not formed the basis for the award of any Degree/Diploma/Associate
Fellowship or other similar title to any candidate in any university.

FACULITY GUIDE HEAD OF THE DEPARTMENT

PRINCIPAL

Viva voice examination held on……......

INTERNAL EXAMINER EXTERNALEXAMINAR

 DECLARATION

I PRAVEEN KUMAR . M hereby declare that the dissertation entitled A STUDY ON

CUSTOMER SATISFACTION AT RUBBER GENERAL PVT.LTD, COONOOR.,
submitted to Bharathiar University, in partial fulfillment of the requirements for the award of the
Post Graduate in Master of Business Administration is a record of original research work done
by me during 2019- 2020 under supervision and guidance of MRS.VIMALA Department of
Management and it has not formed the basis for the award of any Degree/Diploma/Associate
ship/Fellowship or other similar title to any candidate in any University.

Place: Coimbatore (PRAVEEN KUMAR .M

Date: (Reg. NO: 1835F0247)
 ACKNOWLEDGEMENT

This research work would never have seen the light of this day without the help and
guidance of the following members.

Wish to express my heartful gratitude to Dr. P. KRISHNA KUMAR, CEO and

secretary, Nehru group of institutions, for his encouragement and help through the course.

Wish to express my heartful gratitude Dr.FRANKLIN JOHN, MBA., MS.,M.Sc.,M.Sc

PROFESSOR & PRINCIPAL, Nehru College of management for his encouragement and help
through the course.
I acknowledge my deep sense of gratitude to my guide Dr. FRANKLIN JOHN, faculty
guide for the valuable guidance, constant encouragement and creative suggestions offered during
the course of this project and also in preparing this report.

I also wish to record my gratitude to my family, relatives and friends for their immense
help and support extended to me during various phases of this project.

Above all I thank god almighty for his unseen hand ever present in directing me for the
fruitful culmination of my endeavors.

PRAVEEN KUMAR .M
 TABLE OF CONTENTS

CHAPTER CONTENT PAGE NO

I INTRODUCTION
1.1 introduction of the study 2
1.2 industry profile 3-5
1.3 company profile & company of the products 5-23
1.4 objective of the study 24
1.5 scope of the study 24
1.6 limitation of the study 24
II Review of Literature 25-29

III RESEARCH METHODOLOGY

3.1 Research Design 30
3.2 Sample Size and Design 30
3.3 Sources of data 31
3.4 Statistical Tools and Techniques 31-34
IV DATA ANALYSIS &INTREPRETATION
4.1 Percentage Analysis 34-64
4.2 Rank Correlation Analysis 65
4.3 Chi-Square Analysis 66-67
V FINDINGS & SUGGESTIONS
4.1 Findings 68-69
4.2 Suggestions 70
4.3 Conclusion 71
Bibliography 71-73
Annexure 73-77
 LIST OF TABLES

NO TITLE OF TABLE PAGE NO

4.1 Gender wise classification 34
4.2 Employees age statement 35
4.3 Income statement 36
4.4 Employees education qualification 37
4.5 Opinion of performance appraisal 38
4.6 Method of performance appraisal is implemented in the 39
organization
4.7 Years of working with this organization 40
4.8 Appraisal performance is made in the organization 41
4.9 Objective of performance appraisal 42
4.10 Conflict arise between employees after performance 43
appraisal is made
4.11 Rates the performance 44
4.12 Basis performance appraisal is made 45
4.12.1 If yes, when did the appraisal made 46
4.12.2 If yes, how was it 47
3.13 The appraisal process 48
4.14 Opinion of the time period of conducting continuous 49
appraisal
4.15 Appraisal system helps in polishing the skill or 50
performance area
4.16 Appraised in career 51
4.17 Performance appraisal is having a direct linkage with 52
training and development
4.18 Necessary to maintain “confidentiality” in appraisal 53
 system
4.19 Employee needs a better package to perform salary and 54
incentive better
4.20 Extent of benefits derive during post-appraisal phase 55
4.21 Performance appraisal helps people set and achieve 56
meaningful goals
4.22 Performance appraisal system will help in evoking 57
employee’s commitment to work
4.23 Opinion should appraise the employee 58
4.24 Personal bias creeps in while appraising an individual 59
4.25 Chance or an opportunity would you like that the 60
current appraisal procedure should be reviewed
4.26 Performance appraisal leads to identification of hidden 61
potential of the employees
4.27 The promotion are strictly based on performance 62
appraisal process
4.28 Separate committee for a performance appraisal result 63
4.29 Performance appraisal creates an effective work 64
environment and positive relationships
 LIST OF CHARTS

NO LIST OF CHARTS PAGE NO

4.1 Gender wise classification 34
4.2 Employees age statement 35
4.3 Income statement 36
4.4 Employees education qualification 37
4.5 Opinion of performance appraisal 38
4.6 Method of performance appraisal is implemented in the 39
organization
4.7 Years of working with this organization 40
4.8 Appraisal performance is made in the organization 41
4.9 Objective of performance appraisal 42
4.10 Conflict arise between employees after performance 43
appraisal is made
4.11 Rates the performance 44
4.12 Basis performance appraisal is made 45
4.12.1 If yes, when did the appraisal made 46
4.12.2 If yes, how was it 47
4.13 The appraisal process 48
4.14 Opinion of the time period of conducting continuous 49
appraisal
4.15 Appraisal system helps in polishing the skill or 50
performance area
4.16 Appraised in career 51
4.17 Performance appraisal is having a direct linkage with 52
training and development
4.18 Necessary to maintain “confidentiality” in appraisal 53
 system
4.19 Employee needs a better package to perform salary and 54
incentive better
4.20 Extent of benefits derive during post-appraisal phase 55
4.21 Performance appraisal helps people set and achieve 56
meaningful goals
4.22 Performance appraisal system will help in evoking 57
employee’s commitment to work
4.23 Opinion should appraise the employee 58
4.24 Personal bias creeps in while appraising an individual 59
4.25 Chance or an opportunity would you like that the 60
current appraisal procedure should be reviewed
4.26 Performance appraisal leads to identification of hidden 61
potential of the employees
4.27 The promotion are strictly based on performance 62
appraisal process
4.28 Separate committee for a performance appraisal result 63
4.29 Performance appraisal creates an effective work 64
environment and positive relationships