A STUDY ON CUSTOMER SATISFACTION DONE AT

RASI ELECTRODES LTD.

PROJECT REPORT

Submitted in partial fulfillment of the

Requirements for the award of the Degree of

B.Sc(ISM)

2010-2011

By

KAVITA.P (0804127)

Under the Supervision of

Ms. R.Anusha, M.C.A.,M.Phil.,

Faculty, Department of BBA & B.Sc(ISM),

M.O.P. Vaishnav College for Women,

Nungambakkam, Chennai – 34.

BONAFIDE CERTIFICATE

This is to certify that this project record of the work done by Kavita.P of second year

B.Sc(ISM), Reg.No.0804127 based on internship training undergone during the period of

15th April2010-15th May2010 at Rasi Electrodes Limited in partial fulfillment of the

requirement for the reward of B.Sc(ISM) degree.

Signature of Signature of

Head of Department. Principal

External Examiner

Date

DECLARATION

I Kavita.P a bonafide student of M.O.P Vaishnav College for Women

(Autonomous)Chennai-600034 hereby declare that the project entitled “A study on

customer satisfaction done at RASI ELECTRODES LTD. “ has been submitted to the

viva voce examination and that the said work is original

Place: Chennai Siganture

Date:

ACKNOWLEDGEMENT

I take immense pleasure to thank our institution M.O.P VAISHNAV COLLEGE

FOR WOMEN (AUTONOMOUS), which has given me an opportunity to do

this project in RASI ELECTRODES LTD., Chennai.

I am thankful to my Principal and Head of the Department of BBA &

B.Sc(ISM)

I wish to express my gratitude to Mr.G.Mahavir Chand Kochar, who has

constantly encouraged me in the successful completion of the project work by

timely advice and support.

It is my pleasure to thank my guide Ms.R.Anusha for her guidance and

encouragement given throughout the course of my project work. I also thank all

other faculty members of the Department of Business Administration.

I am dutiful to thank RASI ELECTRODES LTD., Chennai for permitting me to

carry on my project in their organization and also thank all the employees who

gave necessary information to complete my project

Place: Chennai

Date:

TABLE OF CONTENTS

S. NO CONTENTS PAGE NO.

1 List of tables6

2 List of Graphs7

3 Chapter-I: Introduction 8

4 Chapter-II: Industry and Company Profile12

5 Chapter-III: Review of literature 24

6 Chapter-IV: Data analysis and Interpretation 30

7 Chapter-V: Findings, Suggestions ,Experience and

Conclusion 63

8 Chapter VI: Bibliography ,Appendix: Questionnaire70

LIST OF TABLES

S. NO TITLE PAGENO.

1 Distribution of respondents by purchasing period of of

Rasi Electrodes ltd’s products 32

2 Distribution of respondents by which channel of distribution

they purchase Rasi electrodes ltd’s products 34

3 Distribution of respondents by rating overall level of

satisfaction with Rasi electrodes36

4Distribution of respondents by frequent usage of Rasi electrodes products

38

5 Distribution of respondents by recommendation of Rasi

electrodes products to others 41

6 Distribution of respondents by rating Rasi electrodes

products in comparison with others companies 43

7 Distribution of respondents for continuing to use Rasi

electrodes products 45

8 Distribution of respondents for the problems resolved to their

satisfaction by the customer service 47

9 Distribution of respondents of quality of customer services

they received from the company 49

10Distribution of respondents for Rasi electrodes on the following attributes

51

LIST OF CHARTS, GRAPHS & DIAGRAMS

S. NO TITLE PAGE NO.

1 Chart showing Distribution of respondents by purchasing period of Rasi Electrodes ltd’s products

33

2 Chart showing Distribution of respondents by which channel of distribution they purchase Rasi electrodes ltd’s products

35

3 Chart showing Distribution of respondents by rating overall level of satisfaction with Rasi electrodes

37

4 Chart showing Distribution of respondents by frequent usage of Rasi electrodes products

39

5 Chart showing Distribution of respondents by recommendation of Rasi electrodes products to others

42

6 Chart showing Distribution of respondents by rating Rasi electrodes products in comparison with others companies

44

7 Chart showing Distribution of respondents for continuing to use Rasi electrodes products

46

8 Chart showing Distribution of respondents for the problems resolved to their satisfaction by the customer service

48

9 Chart showing Distribution of respondents of quality of customer services they received from the company 50

10 Chart showing Distribution of respondents for Rasi electrodes on the following attributes 52

INTRODUCTION

CHAPTER I

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 within business and is part of the four of a 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. Modern marketing not only aims to profit and

achieve its goal but also it try to satisfy its customers. It starts with customers and

not with the production cost, sales, and technological landmark and it ends with

the “customer satisfaction and customer is the loss” Satisfaction is the level of

persons felt state resulting from campaign product perceived performance on

relational to the person’s expectation. Satisfaction is the function of the difference

between perceived performance and exception companies seeking to win in

today’s market track their customers expectation received company’s performance

and customer satisfaction.

OBJECTIVES OF THE STUDY:

To understand the attitude and views of customers about the company’s services.

To find out the most promising product of the company. To know about company’s customer satisfaction methodologies of the

company.

SCOPE OF THE STUDY:

The scope of the survey is to learn about people’s attribute , views about the company

To study growing competition

Based on interview, customer’s view are collected. The study has greater scope and applicability with respect to suggestion

given from the analysis and interception if they are properly implemented.

PRIMARY DATA AND SECONDARY DATA:-

PRIMARY DATA:-

Telephonic conversations

Face to face interviews

Questionnaire

SECONDARY DATA:-

Internet

Newspaper

Magazines

LIMITATIONS OF THE STUDY:-

The survey was carried only in Chennai covering limited areas.

The period of survey was restricted to one week hence information collected

were limited

The sample size was limited to 100 responses only due to time constrain.

The research was restricted to be done through questionnaire method only.

Non-cooperation was observed from some of the respondents for study caused

difference in collecting data.

Chapterization:

The project report content is divided into following chapters:

Chapter-I: Introduction

Chapter-II: Industry and Company Profile

Chapter-III: Review of literature

Chapter-IV: Data analysis and Interpretation

Chapter-V: Findings, Suggestions ,Experience and

Conclusion

Chapter VI: Bibliography ,Appendix: Questionnaire

INDUSTRY AND COMPANY PROFILE

CHAPTER II

INDUSTRY PROFILE

Manufacturing industries are the chief wealth producing sectors of an economy. These

industries use various technologies and methods widely known as manufacturing

process management. Manufacturing industries are broadly categorized into

engineering industries, construction industries, electronics industries, chemical

industries, energy industries, textile industries, food and beverage industries,

metalworking industries, plastic industries, transport and telecommunication industries.

Manufacturing industries are important for an economy as they employ a huge share of

the labor force and produce materials required by sectors of strategic importance such

as national infrastructure and defense. However, not all manufacturing industries are

beneficial to the nation as some of them generate negative externalities with huge social

costs. The cost of letting such industries

Indian Manufacturing Industry is successfully competing in the global market place

and registering high growth on YoY basis, but large sections of ' Indian

manufacturing' sector still suffers from bottlenecks like -

Use of primitive technology or under utilization of technology.

Poor infrastructure.

Over staffed operations.

Expensive financing and bureaucracy.

Further, 'Indian Manufacturing' sector must focus on areas like improving the urban

infrastructure, ensuring fair competition and access to markets, reduction of import

duties, quality improvements in vocational and higher education, increased investments

in R&D and support of SMEs. Government leaders, experts, and researchers focusing

towards making Indian manufacturing globally competitive and to have a sustained

growth, which contributes significantly to GDP growth, employment generation and

overall economic development.

GDP's share of 'Manufacturing Industry in India’ has grown from 25.38% in 1991 to

27% in 2004. Its contribution to exports has increased from 52% in 1970 to 59% in

1980 and 71% in 1990, 77% in 2000-01. Manufacturing exports accounted for a little

over 5% of the value of output of the manufacturing sector in 1990. It is now close to

10%. India's currently exports manufactured products worth about $50 billion. A recent

study on 'Scenario of Indian Manufacturing Industry' has forecast an annual growth of

17% and to cross the $300 billion mark by 2015. Most of this off-shoring business

would be in the auto components, pharmaceutical, apparel, specialty chemicals,

electrical and electronic equipment sectors.

Welding electrode is a delicate tool which while in use combines physical, chemical,

and metallurgical processes of the flux, core wire and parent metal to achieve a durable

weld joint or surfacing. With advent of electronically controlled welding equipments

and use of gas as shielding medium the construction of welding electrode has simplified

considerably. For mass welding jobs solid continuous welding wires find increasing

application. Welding electrodes are used in joining, surfacing and protective

maintenance for varied materials and thus their variety is large while their raw material

Requirement being very specific. Commercial production of welding electrodes was

started in India in early 1960s. In 1970s a number of companies with foreign

collaboration or joint venture went into production. Small scale sector entered the scene

in 1980. In 1980s too, a number of organized sector units were set up with foreign

collaboration but now in special welding consumables. In Welding Electrode industry

there are 28 organized sector units of stick electrodes and 8 manufacturers of

continuous welding wires. There are around 100 small scale units in this industry. Stick

Electrodes, which can be categorized into 8 to 10 broad groups, are of around 150

varieties. Continuous welding electrodes of solid core (MlG and MAG) type and flux

cored type are manufactured in India. In stick electrode the product mix is of mild steel

electrodes

(About 60%), mild steel high tensile and low hydrogen low alloy (about 30%), and

special type (about 10%). Indigenously produced electrodes find application in major

industries like Railways, Petrochemicals, Fertilizers, Sugar, Automobile, Nuclear

Power and others.

Foreign collaborations have continued in welding electrode industry from early 1960s

till date. Initially AOL, Philips, and IOL entered the market with joint ventures with

their parent companies. GEEL and Modi Arc went ahead with technical foreign

collaboration in which know-how and machinery supplies were included. In late '80s

collaborations were for specialized welding consumables like SAW fluxes, Flux cored

wires, etc.

COMPANY PROFILE

RASI ELECTRODES LTD was incorporated during the year 1994 for

manufacturing of MMAW Electrodes & Marketing of Welding Consumables under

the brand name of RASI with well equipped plant & machineries, Laboratory and

qualified cum experienced staff to produce Quality Products.

RASI ELECTRODES LTD is an ISO 9001:2000 Company based at

Chennai, India. The Company’s Administrative Office is at Flat A-14, 3RD

FLOOR, RAMS APARTMENTS, 21, RAJA ANNAMALAI ROAD, CHENNAI-

600084

The Company is a specialist in manufacturing quality WELDING

ELECTRODES catering to the requirements of diverse Heavy Engineering and

Light Engineering industries. The Company is one of the preferred suppliers of

WELDING ELECTRODES under the brand name RASI for reputed public sector

undertakings and larger private sector engineering conglomerates and other

Original Equipment Manufacturers. The Company also deals in diverse welding

products such as welding machines and accessories.

The Company’s motto is ‘Quality, Economy and Dependability’. The

Company accords highest priority for delighting its customers to the maximum and

all its manufacturing and marketing efforts are focused towards meeting this end.

The Company has highly qualified technical staff that not only markets the

Company’s products but also critically studies the customers’ needs and

applications and makes suitable recommendation for optimizing their objectives of

achieving BEST WELDING PERFORMANCE, PRODUCTIVITY AND

RELIABILITY AND COST REDUCTION in each area of their welding operations.

The Company also trains the Customers personnel on an end to end basis for

achieving optimum welding performance.

OUR AIM:

Our technical service staff helps the customers in studying the welding

applications. We assist you in selection of appropriate electrodes and the procedures

and training of welding personal. We target only one aim that is achieving customer

satisfaction.

Following are our products highly demanded in the market:

Mild Steel Wires

Flux Cored Wires

Welding Machines

Arc Welding Electrodes

MANUFACTURES PRODUCTS RANGE

The Company manufactures the following range of products at its ISO

Certified Manufacturing Plants adhering to stringent quality standards with near

zero percent quality deviation standards:

SMAW WELDING ELECTRODES

MIG / MAG (Co2) WELDING WIRE

S.A.W. WELDING WIRE

TRADED PRODUCTS RANGE

The Company also imports and markets a range of WELDING PRODUCTS

from reputed manufacturers from around the world. The following is the broad

range of product portfolio of traded / marketed products:

1. TIG / MIG WELDING CONSUMABLES

2. FLUX CORED WIRE’S

3. S.A.W. FLUXES (Fused & Agglomerated)

4. WELDING EQUIPMENTS – (Transformers, Rectifiers, MIG / MAG Machines

/ TIG Machines, Multi Function Machines, etc.,)

5. GRINDING WHEELS AND CUT OFF WHEELS.

6. NATURAL RUTILE ORE, ETC.,

The above products marketed under the brand name of RASI also carry the

same quality assurance standards as the products directly manufactured by the

Company. The Welding Machineries and Equipments being marketed are

supported by reliable after sales service by the Company.

PRESTIGOUS APPROVALS AND ACCREDITATIONS

The Company has secured approvals and accreditations from the following

reputed institutions:

1. BUREAU OF INDIAN STANDARDS (ISI)

2. DIRECTOR OF BOILERS (IBR)

3. INDIAN REGISTER OF SHIPPING (IRS)

4. BUREAU OF VERITAS (BV)

5. BHARAT HEAVY ELECTRICALS LIMITED (BHEL)

6. DET NORSKE VERITAS (DNV)

7. AMERICAN BUREAU OF SHIPPING (ABS)

8. M.N.DASTUR & CO.

PRODUCTS:

1. RASI E- 6013

2. RASI E 7018 LH

3. RASI 308L-16

4. RASI CO2

5. GRINDING AND CUTTING WHEEL

1. RASI E 6013:

CLASSIFICATIONS:

IS. : 814 ER 4221X

AWS: A5.1 E-6013

CHARACTERISTICS:

RASI E -6013 is a rutile based medium coated general purpose electrode it

operates both on AC/DC .The slag is easily removable and weld is Radiographic

Quality.

APPLICATIONS:

RASI E -6013 is ideally designed for welding structural steel works like

column, trusses, grills, bus and truck body building and plant equipments

STORAGE:

Store in warm and dry place. If damped redry at 100-110.c for 30 mins.

2. RASI E 7018 LH:

CLASSIFICATIONS:

IS. : 814 EB54262HJX

AWS: A5.1 E-7018

CHARACTERISTICS:

RASI E 7018 LH is a basic coated iron powder electrode with hydrogen

control electrode. The arc is stable quite and smooth. Self desposing slag and

superb welding performance. Weld metal is of Radiographic Quality. High notch

ductility at sub zero temperature and weld metal recovery is 115% (approx) multi

positional electrode.

APPLICATIONS:

Welding of mild steel, pressure vessel, ship plates boilers, penstocks and

all jobs involve static and dynamic loading. Also welding of heavy sections, free

cutting steels etc.

STORAGE Keep dry in case of exposure to moisture, heat for one hour at

300.c prior to use

3. RASI 308L-16:

CLASSIFICATIONS:

IS 5206: EL9.9LR26

AWS/SFA: E 308-16

CHARACTERISTICS:

RASI 308L-16 is a rutile coated all position designated to extra low

carbon,19 cr. 10 Ni using AC/DC+ power source.

APPLICATIONS:

Welding of stainless steel of similar composition like 304L, 308L, etc. used

for hospitals equipments, air craft’s frames, drugs and pharmaceuticals

equipments, apparatus for nitric acid, acetic acid, soap and fertilizer industries etc.

SUGGESTED WELDING PROCEDURE:

Re-dry the electrode at 125.c for 1 hour, use short arc during welding,

keep the electrode in dry conditions, do not keep excessive current and remove the

slag with SS wire brush.

4.RASI CO2:

CLASSIFICATIONS:

IS 6419-71: GRADE S-4

AWS-A5.18: ER70S-6

CHARACTERISTICS:

RASI-CO2 is a double deoxidized copper coated Mn-Si wire for GMAW

suing CO2 or 80%Ar, 20% CO2 mixtures for shielding of wields metal. The wield

metal is of Radiographic Quality

APPLICATIONS:

RASI-CO2 is all position and is used for:

Welding for all sheet metal and structural steels.

Carbon and low alloy steels

Pressures vessels etc.

PRECAUTIONS:

Uses short are during welding. Storage the wire in dry condition.

5.GRINDING AND CUTTING WHEEL:

CHARACTERISTICS:

Depressed centre grinding wheel layer of fiber glass mesh extending from

the wheel centre to its periphery, help these wheels withstand lateral stress and

rough usage.

APPLICATIONS:

General purpose application on mild and medium alloy steel, cast

iron, weld beads, carpentry steel etc

PROCESS:

RASI ELECTRODES LTD present capacity is 11 MT per shift. The major

raw materials are E.Q. Wire & Rutile which is procured form TATA, SAIL AND

IRE. All the incoming raw materials will be tested by our Q.C. Department before

production.

The process is as follows:

Wire drawing

Wire cutting

Dry-mix

Wet-mix

Extrusion

Air drawing

Banking

Packing

CONTACT INFORMATION

Corporate Office:

RASI ELECTRODES LTD

#21, Raja Annamalai Road,

Purasawalkam, Chennai - 600 084.

Phone: +91-44-2642 4523 / 2642 7884

Fax: +91-44-4202 7464

Email: info@Rasielectrodes.com

Factory :

RASI ELECTRODES LTD

Upparapalayam Village, Almathi Post,

Red Hills, Chennai - 600 052.

Phone: +91-44-2631 0511

REVIEW OF

LITERATURE

CHAPTER III

CUSTOMER SATISFACTION

WHO IS CUSTOMER?

A customer is a person who brings us his wants it is out of job to handle

them profitably to him and ourselves.

A customer is not an interruption us work but he is the purpose of it, we

are not doing a favor by serving him but he doing us a favor by giving us an

opportunity to do.

1. A customer is the most important person in any business.

2. A customer is not dependent upon us.  We are dependent upon him.

3. A customer is not an interruption of our work.  He is the sole purpose of it.

4. A customer is an essential part of our business--not an outsider.  

5. A customer is not just money in the cash register.  He is a human being with

feelings and deserves to be treated with respect.

6. A customer is a person who comes to us with his needs and his wants. 

7. A customer deserves the most courteous attention He is the lifeblood of every

business. 

WHAT IS SATISFACTION?

Satisfaction is a person feeling of pleasure or disappointment resulting

from comparing a product perceived performance or outcome in relation to

expectation.

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 within business and is part of the four 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.

Modern marketing not only aims to profit and achieve its goal but also it

try to satisfy its customers. It starts with customers and not with the production

cost, sales, and technological landmark and it ends with the “customer satisfaction

and customer is the loss”

Satisfaction is the level of persons felt state resulting from campaign product

perceived performance on relational to the person’s expectation. Satisfaction is the

function of the difference between perceived performance and exception

companies seeking to win in today’s market track their customers expectation

received company’s performance and customer satisfaction.

When customers rate their satisfaction with an element of the company’s

performance, the company needs to recognize how the customers vary in defining

goods delivery. The company must also realize that two customer can report being

highly satisfied for different reason.

A highly satisfied customer will:

Stays loyal longer.

Buys more as the company introduces a product new products and upgrades

existing product.

Offers product, services or ideas to the company.

MEASURING CUSTOMER SATISFACTION:

Organizations need to retain 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 marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the

state of satisfaction will vary from person to person and product/service to

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 factors the customer, such as other products against which the

customer can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and

1988 delivered SERVQUAL which provides the basis for the measurement of

customer satisfaction with a service by using the gap between the customer's

expectation of performance and their perceived experience of performance. This

provides the researcher with a satisfaction "gap" which is semi-quantitative in

nature. Cronin and Taylor extended the disconfirmation theory by combining the

"gap" described by Parasuraman, Zeithaml and Berry as two different measures

(perception and expectation) into a single measurement of performance relative to

expectation.

The usual measures of customer satisfaction involve a survey with a set of

statements using a Likert Technique or scale. The customer is asked to evaluate

each statement in terms of their perception and expectation of performance of the

service being measured.

Customer Satisfaction – a Critical Component of Profitability

Exceptional customer service results in greater customer retention, which in turn

results in higher profitability. Customer loyalty is a major contributor to sustainable

profit growth. To achieve success, you must make superior service second nature of

your organization. A seamless integration of all components in the service-profit

chain – employee satisfaction, value creation, customer satisfaction, customer

loyalty, and profit and growth – links all the critical dynamics of top customer

service.

The Tao of Customer Value Creation:

Sadly, mature companies often forget or forsake the thing that made them successful

in the first place: a customer-centric business model.

They lose focus on the customer and start focusing on the bottom line and

quarterly results. They look for ways to cut costs or increase revenues, often at the

expense of the customer.

They forget that satisfying customer needs and continuous value innovation is

the only path to sustainable growth. This creates opportunities for new, smaller

companies to emulate and improve upon what made their bigger competitors

successful in the first place and steal their customers.

Customer Expectations

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.

LEVELS OF CUSTOMER:

There are several levels of customers:

1. Dissatisfied customer--Looking for someone else to provide product or service.

2. Satisfied customer---Open to the next better opportunity.

3. Loyal customer--Returns despite offers by the competition.

SURVEY ON THE LEVELS OF THE CUSTOMER:

Dissatisfied customers are an interesting group. For every one that complains there

are at least 25 who do not. Dissatisfied customers by word of mouth will tell eight to

sixteen others about their dissatisfaction.  With the web some are now telling

thousands. 91% of dissatisfied customers never purchase goods or services from the

company again. A prompt effort to resolve a dissatisfied customer's issue will result

in about 85% of them as repeat customers.

Depending upon the business, new customer sales may cost 4 to 100 times that

of a sale to an existing customer. There has been less research on satisfied customers

to determine what it takes for a satisfied customer to change.  Why take a chance on

mere satisfaction? Loyal customers don't leave even for an attractive offer

elsewhere.  At the very minimum they will give you the opportunity to meet or beat

the other offer.  Maintaining loyal customers is an integral part of any business.

One of the ways to help obtain loyal customers is by having products and services

that are so good that there is very little chance that the customer requirements will

not be met.

DATA ANALYSIS &

INTERPRETATION

CHAPTER IV

RESEARCH DESIGN AND METHODOLOGY:

The sample chosen consisted of 100 respondents. The respondents represented different

age groups and occupation groups. They were selected from various parts of Chennai.

The data were collected through field survey with the help of questionnaire. The

respondents were assured that the data collected was only for the research (academic)

purpose. The informants faced no apparent difficulty in responding. The questionnaire

contained statements relating to the satisfaction derived from their services of the

company.

Data source : Primary Data

Research instrument: Questionnaire

Sample size : 100

Sampling Unit : The people interviewed were most of their company’s customer

Area of study : Chennai

STATISTICAL TOOLS USED:

Chi –Square Test was used to test the significant levels between their period and level

of satisfaction of products. Bar diagrams and pie charts were used for analysis and

interpretations of the data collected.

PILOT STUDY & PRE-TESTING:

No Pilot Study and Pre-Testing were done.

TABLE NO: 1

DISTRIBUTION OF RESPONDENTS BY PURCHASING PERIOD OF RASI

ELECTRODES LTD’S PRODUCTS

BASIS FREQUENCY

(N)

Less than 6 months 16

6 months to less than 1 year 20

1 year to less than 3 years 15

3 years to less than 5 years 20

5 years or more 29

Total 100

DIAGRAM NO: 1

CHART SHOWING DISTRIBUTION OF RESPONDENTS BY PURCHASING

PERIOD OF RASI ELECTRODES LTD’S PRODUCTS

chart showing distribution of respondents by purchasing period of rasi's electrodes products

05

101520253035

Lessthan 6months

6 monthsto lessthan 1year

1 year toless than3 years

3 yearsto lessthan 5years

5 yearsor more

Less than 6months

6 months to lessthan 1 year

1 year to less than3 years

3 years to lessthan 5 years

5 years or more

Inference:

We can see from the table that less than one-fourth of the respondents

(16) purchase products in less than 6 months whereas little less than one-fourth of

the respondents (20) purchase products in 6 months to 1 year whereas less than

one-fourth (15) of the respondents purchase products in 1 year to less than 3 years

whereas little less than one-fourth of the respondents (20) purchase products in 3

years to less than 5 years and more than one-fourth (29) of the respondents

purchase products in 5years or more . The mean purchase period is 5 years or

more (29). The table is also represented in the form of a bar chart.

TABLE NO: 2

DISTRIBUTION OF RESPONDENTS BY WHICH CHANNEL OF

DISTRIBUTION THEY PURCHASE RASI ELECTRODES LTD’S PRODUCTS

BASIS FREQUENCY

(N)

In our store 5

Online 5

Telephone order / catalogue 38

Through a dealer 15

Through a agent 15

Through a wholesaler 20

Others 2

Total 100

DIAGRAM NO: 2

CHART SHOWING DISTRIBUTION OF RESPONDENTS BY WHICH

CHANNEL OF DISTRIBUTION THEY PURCHASE RASI ELECTRODES

LTD’S PRODUCTS

chart showing distribution of respondents by which channel of distribution they purchase rasi's

electrodes product

5% 5%

38%

15%

15%

20%

2%

In our store

Online

Telephone order /catalogue Through a dealer

Through a agent

Through awholesalerOthers

Inference:

We can see from the table that more less than one-fifth of the respondents

(5) purchase products from our store whereas less than one-fifth of the respondents

(5) purchase products through online whereas more than one-fourth (38) of the

respondents purchase products through telephone order or catalogue whereas little

less than one-fifth of the respondents (15) purchase products through dealers and

agents whereas one-fifth of the respondents (20) purchase products through

wholesaler and more less than one-fifth of the respondents(2) purchase products

from others . The mean level of product purchase is through telephone order. The

table is also represented in the form of a pie chart.

TABLE NO: 3

DISTRIBUTION OF RESPONDENTS BY RATING OVERALL LEVEL OF

SATISFACTION WITH RASI ELECTRODES

BASIS FREQUENCY

(N)

Highly satisfied 56

Somewhat satisfied 14

Neutral 15

Somewhat dissatisfied 11

Highly dissatisfied 4

Total 100

DIAGRAM NO: 3

CHART SHOWING DISTRIBUTION OF RESPONDENTS BY RATING

OVERALL LEVEL OF SATISFACTION WITH RASI ELECTRODES

chart showing distribution of respondents by rating overall level of satisfaction with the

company

0102030405060

Hig

hly

satis

fied

Som

ewha

tsa

tisfie

d

Neu

tral

Som

ewha

tdi

ssat

isfie

d

Hig

hly

diss

atis

fied

Highly satisfied

SomewhatsatisfiedNeutral

Somewhatdissatisfied Highly dissatisfied

Inference:

We can see from the table that more than half of the respondents (56)

are highly satisfied whereas less than one-fifth of the respondents (14) are some

what satisfied whereas less than one-fifth (15) of the respondents are neutral

whereas more less than one-fifth of the respondents (11) are some what

dissatisfied whereas more less than one-fifth of the respondents (4) are highly

dissatisfied. The mean level is highly satisfied (56). The table is also represented

in the form of a bar chart.

TABLE NO: 4

DISTRIBUTION OF RESPONDENTS BY FREQUENT USAGE OF RASI ELECTRODES PRODUCTS

Products Don’tUse Daily Weekly Monthly Quarterly Total

Rasi E 6013 2 68 2 13 15 100

Rasi E7018LH 13 27 4 26 30 100

Rasi 308L-16 26 16 8 26 24 100

Rasi C02 15 50 7 12 16 100

Grinding & Cutting wheel

20 31 29 12 8 100

DIAGRAM NO: 4

CHART SHOWING DISTRIBUTION OF RESPONDENTS BY FREQUENT USAGE OF RASI ELECTRODES PRODUCTS

chart showing distribution of respondents by frequent usage of rasi's electrodes product

0

1020

3040

50

6070

80

Rasi E 6013

Rasi E7018LH

Rasi 308L-16

Rasi C02

Grinding & Cuttingwheel

Inference:

We can see from the table that the respondent who own RASI E 6013 and their

opinion about frequent usage of this product is less than one-fifth of the

respondents (2) don’t use whereas more than half of the respondents (68) use daily

less than one-fifth of the respondents (2) use weekly whereas less than one-fifth of

the respondents (13) use monthly and less than one-fifth (15) of the respondents

use quarterly.

Their opinion about frequent usage of RASI E7018LH product is less than one-

fifth of the respondents (13) don’t use whereas more than one-fourth of the

respondents(27) use daily less than one-fifth of the respondents (4) use weekly

whereas more than one-fourth of the respondents (26) use monthly and more than

one-fourth (30) of the respondents use quarterly .

Their opinion about frequent usage of RASI 308L-16 product is more than one-

fourth of the respondents (26) don’t use whereas less than one-fifth of the

respondents(16) use daily less than one-fifth of the respondents (8) use weekly

whereas more than one-fourth of the respondents (26) use monthly and one-fourth

(24) of the respondents use quarterly .

Their opinion about frequent usage of RASI C02 product is less than one-fifth of

the respondents (15) don’t use whereas half of the respondents(50) use daily less

than one-fifth of the respondents (7) use weekly whereas less than one-fifth of the

respondents (12) use monthly and little less than one-fifth (16) of the respondents

use quarterly .

Their opinion about frequent usage of GRINDING AND CUTTING WHEEL

product is one-fifth of the respondents (20) don’t use whereas more than one-

fourth of the respondents (31) use daily more than one-fourth of the respondents

(29) use weekly whereas less than one-fifth of the respondents (12) use monthly

and less than one-fifth (8) of the respondents use quarterly .

The table is also represented in the form of a multiple bar chart.

TABLE NO: 5

DISTRIBUTION OF RESPONDENTS BY RECOMMENDATION OF RASI

ELECTRODES PRODUCTS TO OTHERS

BASIS FREQUENCY

(N)

No, never recommended 26

Have recommended once

or twice

45

Have recommended

several times

29

Total 100

DIAGRAM NO: 5

CHART SHOWING DISTRIBUTION OF RESPONDENTS BY

RECOMMENDATION OF RASI ELECTRODES PRODUCTS TO

OTHERS

chart showing distribution of respondents by reccomendation of rasi electrodes product to

others

26%

45%

29%

No, neverrecommended

Haverecommendedonce or twice

Haverecommendedseveral times

Inference:

We can see from the table that more than one-fourth of the respondents

(26) never recommended about the products whereas very little less than half of

the respondents (45) have recommended once or twice about the product and more

than one-fourth of the respondents (29)have recommended several times . The

mean level is that the respondents have recommended once or twice about the

product (45). The table is also represented in the form of a pie chart.

TABLE NO: 6

DISTRIBUTION OF RESPONDENTS BY RATING RASI ELECTRODES

PRODUCTS IN COMPARISON WITH OTHERS COMPANIES

BASIS FREQUENCY

(N)

Much higher 57

Somewhat higher 21

Same 12

Somewhat lower 5

Much lower 3

Don’t know 2

Total 100

DIAGRAM NO: 6

CHART SHOWING DISTRIBUTION OF RESPONDENTS BY RATING

RASI ELECTRODES PRODUCTS IN COMPARISON WITH OTHERS

COMPANIES

chart showing distribution of respondents by rating rasi electrodes products in comparison

with others companis

0

10

20

30

40

50

60 Much higher

Somewhat higher

Same

Somewhat lower

Much lower

Don’t know

Inference:

We can see from the table that more than half of the respondents (57)

have rated Rasi products much higher in comparison to others whereas less than

one-fourth of the respondents (21) have rated Rasi products some what higher in

comparison to others whereas more less than one-fifth (12) of the respondents

have rated Rasi products same in comparison to others whereas more less than

one-fifth of the respondents (5) have rated Rasi products some what lower in

comparison to others whereas more less than one-fifth of the respondents (3) have

rated Rasi products much lower in comparison to others and whereas more less

than one-fifth of the respondents (2) have rated Rasi products don’t know in

comparison to others. The mean level is that Rasi electrodes products is much

higher in comparison to others (57). The table is also represented in the form of a

bar chart.

TABLE NO: 7

DISTRIBUTION OF RESPONDENTS FOR CONTINUING TO USE RASI

ELECTRODES PRODUCTS

BASIS FREQUENCY

(N)

Very likely 61

Somewhat likely 9

Neutral 25

Somewhat unlikely 4

Very unlikely 1

Total 100

DIAGRAM NO: 7

CHART SHOWING DISTRIBUTION OF RESPONDENTS FOR

CONTINUING TO USE RASI ELECTRODES PRODUCTS

chart showing distribution of respondents for continuing to use rasi electrodes product

61%

9%

25%

4%1%

Very likely

Somewhat likely

Netural

Somewhatunlikely Very unlikely

Inference:

We can see from the table that more than half of the respondents (61) are highly

satisfied to continue to use Rasi electrodes products whereas less than one-fifth of

the respondents (9) are some what likely to continue to use Rasi electrodes

products whereas one-fourth (25) of the respondents are neutral to continue to use

Rasi electrodes products whereas more less than one-fifth of the respondents (4)

are some what unlikely to continue to use Rasi electrodes products and more less

than one-fifth of the respondents (1) are very unlikely to continue to use Rasi

electrodes products . The mean level is that respondents are highly satisfied to

continue to use Rasi electrodes products (61). The table is also represented in the

form of a pie chart.

TABLE NO: 8

DISTRIBUTION OF RESPONDENTS FOR THE PROBLEMS RESOLVED

TO THEIR SATISFACTION BY THE CUSTOMER SERVICE

BASIS FREQUENCY

(N)

Yes, by the company or its

representatives (A)51

Yes, by me or someone outside

the company (B)38

No, the problem was not resolved

(C)2

No problems /no contact with

customer service (D)9

Total 100

DIAGRAM NO: 8

CHART SHOWING DISTRIBUTION OF RESPONDENTS FOR THE

PROBLEMS RESOLVED TO THEIR SATISFACTION BY THE

CUSTOMER SERVICE

Inference:

We can see from the table that more than half of the respondents (51) are

highly satisfied as their problems are resolved by the company and their

representatives whereas less than half of the respondents (38) have resolved their

problem by themselves or the company whereas less than one-fifth (9) of the

respondents have no problems about the products whereas more less than one-fifth

of the respondents’ (2) problem was not solved when approached. The mean level

is that respondents are highly satisfied (51) as their problems are resolved by the

company and their representatives. The table is also represented in the form of a

bar chart.

TABLE NO: 9

DISTRIBUTION OF RESPONDENTS OF QUALITY OF CUSTOMER SERVICES THEY RECEIVED FROM

THE COMPANY

BASIS FREQUENCY

(N)

Poor 2

Satisfactory 8

Good 25

Very good 27

Excellent 38

Total 100

DIAGRAM NO: 9

CHART SHOWING DISTRIBUTION OF RESPONDENTS OF QUALITY

OF CUSTOMER SERVICES THEY RECEIVED FROM THE COMPANY

chart showing distribuion of respondents of quality of customer services they received from

the company

2% 8%

25%

27%

38%

Poor

Satisfactory

Good

Very good

Excellent

Inference:

We can see from the table that more less than one-fifth of the respondents

(2) says poor for the quality of the services they provide whereas less than one-

fifth of the respondents (8) says satisfactory for the quality of the services they

provide whereas one-fourth (25) of the respondents says good for the quality of

the services they provide whereas more than one-fourth of the respondents (27)

says very good for the quality of the services they provide and less than half of the

respondents (38) says excellent for the quality of the services they provide. The

mean level is that the quality of the services they provide is excellent (38). The

table is also represented in the form of a pie chart.

TABLE NO: 10

DISTRIBUTION OF RESPONDENTS FOR RASI ELECTRODES ON THE FOLLOWING ATTRIBUTES

Criteria Well

Below

Average

Below

Average

Average Above

Average

Well

Above

Average

Total

Customer Service

Experience

0 2 35 25 38 100

On-time Delivery of

Service

0 3 28 32 37 100

Professionalism 0 5 30 25 40 100

Purchase experience 1 6 27 31 35 100

Quality of Service 0 4 18 37 41 100

Understanding of

Customer Needs

2 8 25 27 38 100

DIAGRAM NO: 10

CHART SHOWING DISTRIBUTION OF RESPONDENTS FOR RASI ELECTRODES ON THE FOLLOWING ATTRIBUTES

chart showing distribution of respondents for rasi electrodes on the following attributes

05

1015202530354045

Cus

tom

erS

ervi

ceE

xper

ienc

e

On-

time

Del

iver

y of

Ser

vice

Pur

chas

eex

perie

nce

Und

erst

andi

ngof

Cus

tom

erN

eeds

Well BelowAverage

Below Average

Average

Above Average

Well AboveAverage

Inference:

We can see from the table that the respondent of Rasi electrodes products and their

rating for the customer service experience is less than one-fifth of the respondents

(2) below average whereas more than one-fourth of the respondents (35) rate

average whereas one-fourth of the respondents (25) rate above average whereas

more than one-fourth of the respondents (38) rate well above average.

The respondents rating for on-time delivery of service is less than one-fifth of the

respondents (3) below average whereas more than one-fourth of the respondents

(28) rate average whereas more than one-fourth of the respondents (32) rate above

average whereas more than one-fourth of the respondents (37) rate well above

average.

The respondents rating for professionalism is less than one-fifth of the respondents

(5) below average whereas more than half of the respondents (30) rate average

whereas more than one-fourth of the respondents (28) rate above average whereas

little less than half of the respondents (40) rate well above average.

The respondents rating for purchase experience is less than one-fifth of the

respondents (1) well below average whereas less than one-fifth of the respondents

(6) rate below average whereas more than one-fourth of the respondents (27) rate

average whereas more than one-fourth of the respondents (37) rate above average

and little less than half of the respondents (41) rate well above average.

The respondents rating the quality of service is less than one-fifth of the

respondents (4) below average whereas little less than one-fifth of the respondents

(18) rate average whereas more than one-fourth of the respondents (37) rate above

average whereas little less than half of the respondents (41) rate well above

average

The respondents rating for understanding of customer needs is less than one-fifth

of the respondents (2) well below average whereas less than one-fifth of the

respondents (8) rate below average whereas one-fourth of the respondents (25) rate

average whereas more than one-fourth of the respondents (27) rate above average

and more than one-fourth of the respondents (38) rate well above average

The table is also represented in the form of a multiple bar chart.

CHI-SQUARE TEST NO.1

PERIOD

LEVEL OF SATISFACTION

Highly

satisfied

Somewhat

satisfied

Neutral Somewhat

dissatisfied

Highly

dissatisfiedTOTAL

less than 6

months

4 3 3 4 2 16

6 months

to less

than 1

year

5 3 2 6 4 20

1 year to

less than 3

years

4 2 3 4 2 15

3 years to

less than 5

years

5 2 3 4 6 20

5 years or

more

10 5 6 5 3 29

TOTAL 28 15 17 23 17 100

Solution:

Null hypothesis (Ho): There is no significant difference between the purchasing period

and level of satisfaction they derived from the company.

Alternate hypothesis (H1): There is significant difference between the purchasing

period and level of satisfaction they derived from the company.

EXPECTED FREQUENCY

PERIOD

LEVEL OF SATISFACTION

Highly

satisfied

Somewhat

satisfied

Neutral Somewhat

dissatisfied

Highly

dissatisfiedTOTAL

less than

6 months

4.48 2.4 2.72 3.68 2.72 16

6 months

to less

than 1

year

5.6 3 3.4 4.6 3.4 20

1 year to

less than

3 years

4.2 2.25 2.55 3.45 2.55 15

3 years

to less

than 5

years

5.6 3 3.4 4.6 3.4 20

5 years

or more

8.12 4.35 4.93 6.67 4.93 29

TOTAL 28 15 17 23 17 100

APPLYING X 2 TEST

O E (O-E) (O-E) 2 (O-E) 2 /E

4 4.48 -0.48 0.2304 0.051429

3 2.4 0.6 0.36 0.15

3 2.72 0.28 0.0784 0.028824

4 3.68 0.32 0.1024 0.027826

2 2.72 -0.72 0.5184 0.190588

5 5.6 -0.6 0.36 0.064286

3 3 0 0 0

2 3.4 -1.4 1.96 0.576471

6 4.6 1.4 1.96 0.426087

4 3.4 0.6 0.36 0.105882

4 4.2 -0.2 0.04 0.009524

2 2.25 -0.25 0.0625 0.027778

3 2.55 0.45 0.2025 0.079412

4 3.45 0.55 0.3025 0.087681

2 2.55 -0.55 0.3025 0.118627

5 5.6 -0.6 0.36 0.064286

2 3 -1 1 0.333333

3 3.4

-0.4 0.16 0.047059

4 4.6

-0.6 0.36 0.078261

6 3.4

2.6 6.76 1.988235

10 8.12

1.88 3.5344 0.435271

5 4.35

0.65 0.4225 0.097126

6 4.93

1.07 1.1449 0.232231

5 6.67

-1.67 2.7889 0.418126

3 4.93

-1.93 3.7249 0.755558

6.3939

Chi-square test =∑ (O-E)2 / E

Degrees of freedom =(c-1) (r-1) = (5-1) (5-1) = 16

Calculated value = 6.3939

Table value of chi-square 5% level of significance for 16 degree of freedom is 26.30

The calculated value X2 is less than the tabulated value.

Accept (Ho)

Hence it can be said that there is no significance difference between the

purchasing period and level of satisfaction they derived from the company. This in

turn indicates that the purchase period affects the level of satisfaction obtained by

the customers.

The above table is drawn to understand the significance between the two variables,

the purchasing period and level of satisfaction they derived from the company.

Also, the above table has been grouped into highly satisfied, neutral, highly

dissatisfied for the purpose of calculation.

CHI-SQUARE TEST NO.2

LEVEL OF

SATISFAC

TION

LIKELINESS TO CONTINUE USING THE PRODUCTS OF COMPANY

Very

likely

Some what

likely

Neutral Somewhat

unlikely

Very

unlikely TOTAL

Highly

satisfied

15 20 7 9 5 56

Somewhat

satisfied

4 3 2 3 2 14

Neutral 4 2 3 4 2 15

Somewhat

dissatisfied

4 3 2 1 1 11

Highly

dissatisfied

0 2 1 0 1 4

TOTAL 27 30 15 17 11 100

Solution:

Null hypothesis (Ho): There is no significant difference between the level of

satisfaction and likeliness to continue using the products of company.

Alternate hypothesis (H1): There is significant difference between the level of

satisfaction and likeliness to continue using the products of company.

EXPECTED FREQUENCY

LEVEL OF

SATISFAC

TION

LIKELINESS TO CONTINUE USING THE PRODUCTS OF COMPANY

Very

likely

Some

what

likely

Neutral Somewhat

unlikely

Very

unlikely TOTAL

Highly

satisfied

15.12 16.8 8.4 9.52 6.16 56

Somewhat

satisfied

3.78 4.2 2.1 2.38 1.54 14

Neutral 4.05 4.5 2.25 2.55 1.65 15

Somewhat

dissatisfied

2.97 3.3 1.65 1.87 1.21 11

Highly

dissatisfied

1.08 1.2 0.6 0.68 0.44 4

TOTAL 27 30 15 17 11 100

APPLYING X 2 TEST

O E (O-E) (O-E) 2 (O-E) 2 /E

15 15.12 -0.12 0.0144 0.000952

20 16.8 3.2 10.24 0.609524

7 8.4 -1.4 1.96 0.233333

9 9.52 -0.52 0.2704 0.028403

5 6.16 -1.16 1.3456 0.218442

4 3.78 0.22 0.0484 0.012804

3 4.2 -1.2 1.44 0.342857

2 2.1 -0.1 0.01 0.004762

3 2.38 0.62 0.3844 0.161513

2 1.54 0.46 0.2116 0.137403

4 4.05 -0.05 0.0025 0.000617

2 4.5 -2.5 6.25 1.388889

3 2.25 0.75 0.5625 0.25

4 2.55 1.45 2.1025 0.82451

2 1.65 0.35 0.1225 0.074242

4 2.97 1.03 1.0609 0.357205

3 3.3 -0.3 0.09 0.027273

2 1.65 0.35 0.1225 0.074242

1 1.87 -0.87 0.7569 0.404759

1 1.21 -0.21 0.0441 0.036446

0 1.08 -1.08 1.1664 1.08

2 1.2 0.8 0.64 0.533333

1 0.6 0.4 0.16 0.266667

0 0.68 -0.68 0.4624 0.68

1 0.44 0.56 0.3136 0.712727

8.460905

Chi-square test =∑ (O-E)2 / E

Degrees of freedom =(c-1) (r-1) = (5-1) (5-1) = 16

Calculated value = 8.460905

Table value of chi-square 5% level of significance for 16 degree of freedom is 26.30

The calculated value X2 is less than the tabulated value.

Accept (Ho)

Hence it can be said that there is no significance difference between the level of

satisfaction and likeliness to continue using the products of company. Therefore it

clearly indicates that if the customers are satisfied they would surely continue to

buy the company’s products.

The above table is drawn to understand the significance between the two variables,

level of satisfaction and likeliness to continue using the products of company.

Also, the above table has been grouped into very likely, neutral and very unlikely

for the purpose of calculation.

FINDINGS,

SUGGESTIONS,

EXPERIENCE AND

CONCLUSION

CHAPTER V

FINDINGS:

It is found that the maximum customers(29%)the company have their

purchasing period of nearly 5 years or more

A majority of customers(38%) prefer telephone order/catalogue as their

channel of distribution to purchase Rasi electrodes limited products

Nearly 56% of customers are highly satisfied with Rasi electrodes limited

services and products thus offered by the company

The most purchased product daily is Rasi E 6013(68), weekly is grinding and

cutting wheel(27%),monthly is Rasi 308 L-16(26%),quarterly is Rasi

E7018LH(50%)and Rasi CO2 (31%)is also not much purchased as it is not

used much by the customers

Nearly half of the respondents (45%)have recommended Rasi electrodes

products to others once or twice

Rasi electrodes limited products in comparison with other companies’ products

are rated much higher (57%)

The respondents(61%) preferred very likely continuing with the products of the

company to a better extent

Problem resolving is considered to be done very well by the company and its

representations of their customers as and when required (51%)

The quality of customer satisfaction is considered to be excellent which is

received by the customers (38%)

Rasi electrodes attributes are rated customer service experience is well above

average (38%); the on time delivery of service is also well above average

(37%) as well as the professionalism (40%). The purchase experience is also

considered to be well above average (35%). The quality of the service is also

highly satisfied (41%). The act of understanding of the customer needs is best

in the company and highly appreciable (38%).

With the help of Chi square test it is understood that there is no significance

difference between the purchasing period and level of satisfaction they derived

from the company. This in turn indicates that the purchase period affects the

level of satisfaction obtained by the customers. The high the purchasing period,

the more the customers are satisfied.

With the help of Chi square test it is understood there is no significance

difference between the level of satisfaction and likeliness to continue using the

products of company. Therefore it clearly indicates that if the customers are

satisfied they would surely continue to buy the company’s products

Rasi E 6013(68%) has emerged as most promising product of the company

which is being sold by the company at a daily basis to its majority of dealers

and customers.

SUGGESTIONS:

It is suggested that the company can expand its customer care department with

more advanced features such as call centre and enquiry department so as to

provide better after sale service.

The Company can provide various discounts along with its products so that it

can attract maximum industrial sector.

The Company to manage its working in a better way can also expand its

infrastructure or establish various branches to have an image nationwide.

Monthly surveys can also be conducted to analyze the customer’s needs and

attitudes towards the company and its products.

INTERNSHIP EXPERIENCE:

The method of undergoing an internship during the course of the study is helpful

to vitalize the knowledge and career perspective of an individual. Internship gave

me an exposure to the corporate infrastructure, mechanism and its pros and cons.

India is benefited mostly by the industrial sector presently which is booming day

by day to heights and successful in providing a major share to the country’s GDP.

Stepping into this environment of reality and need of the modern man was

amazing. This process demands the utmost attention, spirit and confidence to be in

the field and to work there as an individual and learn the methodology, process,

features of the world around as ‘Corporate’

My internship experience was wonderful wherein, I got a chance to work in the

most needed and demanding industry-electrodes industry. In todays present

industries electrodes are the major requirement of any manufacturing unit. This led

us to fetch a training program in Chennai’s one of the famous company Electrodes

company doing huge business into the industrial sector and increasing its brand

image both nationally and internationally. This company's inception is just 15years

old and within this span of time it has achieved the majority share of electrodes

market. Every second technician uses Rasi Electrodes product.

We had our placing in customer service department wherein we learned the

various aspects, the process, methods, procedure of company's customer service

methodologies.

Rasi Electrodes Ltd. is a tested company which deals with various varieties or

electrodes and the other manufacturing equipments. It works through one corporate

office and the manufacturing unit at Red hills.

We learnt about company's various products, their classification, characteristics

and usage in the industry. With the wide variety of electrodes the company

maintains its international trade very well.

Apart from customer service we also had an idea of marketing methodologies of

the company like sponsorships, catalogues; hoardings, leaflets etc are distributed

through dealers to attract customers.

The company's customer care department functions effectively with eligible

staffs to handle the queries of the customers regarding purchase, usage and other

attributes of the products.

As a part of survey we visited various customers of the company to collect their

views and opinions about the company and its products. We obtained a very good

response of the respondents and thereby it was a good exposure to us to understand

customer services and after sale service.

Rasi Electrodes Ltd has its own brand image which is very popular among its

customers. Company has maximum of nearly 200 to 300 customers out of which we

approached 100 respondents.

The methodology adopted by us was personal interview, telephonic interview and a

method of poll collecting the views of the respondents. The results and the poll was

done as a five point rating scales for various attributes of the company.

As apart of our survey we had hand on knowledge on the methods adopted by the

company to retain and satisfy its customers.

The company to boost up its sales and attract more customers also provides

various add on services and discounts for certain products.

Rasi Electrodes Ltd has also achieved a status of the most promising of the

electrodes company in Chennai and country with various series of other awards

progressing ahead with the aim to achieve an international brand image.

CONCLUSION:

Internship was really a good experience to me. As a part of my learning

I, understood the working of corporate environment and office atmosphere which

will be as an exposure for me and my future career. Rasi Electrodes Ltd was very

helpful in imparting me the knowledge and sharing the company's working. I also

thank my college for giving me the opportunity to know my future well. The

industrial infrastructure is complicated and it is a template to various difficulties and

procedures expect to future entrepreneurship.

BIBLIOGRAPHY

CHAPTER VI

.

BOOKS REFFERED:

Improving your measurement of customer satisfaction: a guide to creating, conducting, and analyzing and reporting customer satisfaction - Terry G. Vavra

The handbook of customer satisfaction and loyalty measurement -Nigel Hill, Jim Alexander

Customer satisfaction research management- Derek R. Allen, American Society for Quality

WEBSITES REFERRED:

www.dsir.gov.in/reports/techreps/tsr126.pdf

www.thehindubusinessline.com/iw/2010/.../2010041850481100.htm

www.exportersindia.com

www.magicsurveytool.com

www. customersatisfaction .com

www.rasielectrodesltd.com

ANNEXURES

A STUDY ON CUSTOMER SATISFACTION IN RASI ELECTRODES

LTD.

MARKET SURVEY-QUESTIONAIRE

1. Customer Name:

2. Organization:

3. Address:

4. Telephone No:

5. How long have you been purchasing RASI ELECTRODES LTD’S

products?

Less than 6 months

6 months to less than 1 year

1 year to less than 3 years

3 years to less than 5 years

5 years or more

6. How often do you use RASI ELECTRODES LTD’S products

(products)?

Products Don’t Use Daily Weekly MonthlyQuarterly

Rasi E 6013

Rasi E7018LH

Rasi 308L-16

Rasi C02

Grinding & Cutting wheel

Others(mention)

7. Where do you purchase RASI ELECTRODES LTD’S products?

In our store

Online

Telephone order/catalogue

Through a dealer

Through an agent

Through a wholesaler

Other ________________________________________

8. How would you rate your overall level of satisfaction with RASI

ELECTRODES LTD?

Highly satisfied

Somewhat satisfied

Neutral

Somewhat dissatisfied

Highly dissatisfied

9. Have you ever recommended RASI ELECTRODES LTD to others?

No, never recommended

Have recommended once or twice

Have recommended several times

10. How do you rate RASI ELECTRODES LTD’S Products on the

following attributes?

Well

Below

Average

Below

Average

Average Above

Average

Well

Above

Average

Customer service experience

On-time delivery of service

Professionalism

Purchase experience

Quality of service

Understanding of customers needs

11. How do you rate RASI ELECTRODES LTD in comparison to other

companies that offer the same services?

Much higher

Somewhat higher

Same

Somewhat lower

Much lower

Don’t know

12. How likely are you to continue using RASI ELECTRODES LTD’S

products?

Very likely

Somewhat likely

Neutral

Somewhat unlikely

Very unlikely

13. If you contacted RASI ELECTRODES LTD’S customer service were

all problems resolved to your complete satisfaction?

Yes, by the company or its representatives

Yes, by me or someone outside the company

No, the problem was not resolved

No problems/No contact with customer service

14. In thinking about your recent experience with RASI ELECTRODES

LTD, was the quality of customer service you received?

Poor

Satisfactory

Good

Very Good

Excellent

15. Do you have any suggestions for improvement?

____________________________________________________________

____________________