new microsoft office word document
DESCRIPTION
hjbhjTRANSCRIPT
A STUDY ON CUSTOMER SATISFACTION OF TIRUMALA DIARY PRODUCTS AND SERVICES.
Management Research Project
Submitted
By
K.RAMESH
12251520
Under the guidance of
Dr K. A .Udaya ShankarAssociate Professor
KLU Business School
In partial fulfilment of the requirements of
MBA Program (Class of 2012-2014)
CERTIFICATE
This is to certify that this Project Work entitled “A STUDY ON CUSTOMER
SATISFACTION OF TIRUMALA DIARY PRODUCTS AND SERVICES” is a bonafide
work carried out by KODURI.RAMESH with Reg.no.12251520, MBA - KLUBS
for the Partial fulfilment of the requirements for the award of degree in Master of
Business Administration in the Year 2013-2014.
KODURI.RAMESH Dr A.Udaya Shankar
Management student Faculty guide
Associate Professor
KLUBS
DECLARATION
I, KODURI.RAMESH, Management student KLUBS, do hereby declare that this Project Work titled “A STUDY ON CUSTOMER SATISFACTION OF TIRUMALA DIARY PRODUCTS AND SERVICES” is a bonafide work done by me under the
supervision of Dr .A.Udaya Shankar, Associate Professor, KLUBS.I also declare that this study report is a part of my MBA curriculum and I have not submitted this report partially or fully for the award of any degree or diploma elsewhere.
K.RAMESH
12251520
TABLE OF CONTENTS
Chapter No. Particulars Page No.
1.
2.
3.
LIST OF TABLES
LIST OF CHARTS
INTRODUCTION
1.1 Industry Profile1.2 Company Profile
OBJECTIVES, SCOPE AND LIMITATIONS OF THE STUDY
2.1 Objectives of the study2.2 Scope of the study2.3 Limitations of the study
RESEARCH METHODOLOGY
3.1 Research Design3.2 Population Size3.3 Data Source3.4 Analysis and Interpretation
DATA ANALYSIS AND INTERPRETATION
4.1 Analysis of the Data4.2 Weighted Average
1
4
10
11
12
13
13
14
4.
5.
RESULTS AND DISCUSSIONS
5.1 Findings5.2 Suggestions5.3 Conclusions
APPENDIX
REFERENCES
14
15
48
50
53
54
Table. No. Particulars Page No.
1
2
Highly involved in their work
Ability to manage my their own work
15
17
3
4
5
6
7
8
9
10
11
12
Others cooperate to get work done
Members have good interpersonal relationship
Employee consulted on important maters
Effective utilization of skills and abilities by the company
Capabilities are viewed as important source of competitive advantage
Work related suggestions are valued
The organization values diversity
Organization has clear and consistent set of values
While disagreements occurs employee work hard to achieve solutions
Easy for the employee to reach consensus even on difficult issues
Feel happy to work with people from other parts of the organization also
19
20
21
22
23
24
25
27
28
29
13
14
15
16
17
18
19
20
Its easy for me to coordinate with different departments of the organization
Employee respond well to the organizational change
Employees continually adopt new and improved ways to do work
Company’s current activities reflect a strong focus on clients.
Employees given a real opportunity to improve their skills in the organization
Employees view failure as an opportunity for learning and improvement
Organization has clear mission that gives meaning and direction to their work
Employees are clear with organization long-term purpose and direction
Employees have clear idea about my company’s goal
30
31
33
35
36
37
38
39
21
22
23
24
25
26
Employees continuously track their progress against the stated goal
Employees have shared vision about the future of organization
Organization’s vision creates motivation for the employees
Opinion about the organizational factors with respect to employees behavioral aspects
41
42
43
45
46
48
Chart .No. Particulars Page No.
1
2
3
4
5
6
7
Highly involved in their work
Ability to manage my their own work
The organization values diversity
Employee respond well to the organizational change
Employees continually adopt new and improved ways to do work
Organization has clear mission that gives meaning and direction to their work
Employees continuously track their progress against the stated goal
Organization’s vision creates motivation for the employees
16
18
26
33
35
40
44
8 47