FIELD STUDY REPORT 5TH SEM BBA

TARUN KUMAR.R RNSFGC

FIELD STUDY REPORT 5TH SEM BBA

TARUN KUMAR.R RNSFGC

FIELD STUDY REPORT 5TH SEM BBA

TABLE OF CONTENTS
Chapter No. Chapters Page Nos.
EXECUTIVE SUMMARY
1 INTRODUCTION
1.1 Introduction 3
1.2 Industry profile 4
1.3 Company profile 6
1.4 Vision Mission, and Quality policy 10
1.5 Product Handled and Services 12
1.6 Area of operations 15
1.7 Infrastructure 15
1.8 Competitors’ Information 16
1.9 SWOT Analysis 17
1.10 Future Growth and Prospects 19
1.11 Financial analysis 20
2 CONCEPTUAL BACKGROUND AND LITERATURE
REVIEW
2.1 Theoretical background of study 23
2.1.1 Elaborative information on topic 23
2.2 Review of Literature 25
3 RESEARCH DESIGN
3.1 Statement of the problem 30
3.2 Need for the study 30
3.3 Objectives of the study 30
3.4 Scope Of the study 30
3.5 Research Methodology 31
3.6 Hypothesis 31
3.7 Limitation of the study 31
4 DATA ANALYSIS & INTERPRETATION 32
5 FINDINGS SUGGESTIONS AND CONCLUSION
5.1 Findings 53
5.2 Suggestion 54
5.3 Conclusion 57
Bibliography 60

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LIST OF TABLES

Table No. Particulars Page Nos.

Table - 4.1 Table showing gender of the respondent 33
Table – 4.2 Table showing the age group of the respondent 34
Table - 4.3 Table showing Education Qualification of the 35
respondents
Table - 4.4 Table showing showing the occupation of the 36
respondents.
Table - 4.5 Table showing the respondent who are aware of the 37
nandini milk products
Table - 4.6 Table showing Table showing responses showing 38
regarding the availability of nandini milk products.
Table - 4.7 Table showing Table showing Response regarding the 39
usage of nandini milk and others similar milk products.
Table - 4.8 Table showing Response regarding product purchase by 40
respondents
Table - 4.9 Table showing responses regarding the taste of the 41
nandini milk products.
Table - 4.10 Table showing table showing factor influence to buy 42
nandini milk products
Table - 4.11 Table showing the following sources that made 43
respondents aware about nandini milk and products
Table - 4.12 Table showing satisfaction level of the respondents 44
towards nandini milk and products
Table - 4.13 Table showing satisfaction level of the respondent’s 45
towards quality of nandini milk and products
Table - 4.14 Table showing Responses regarding packing problem of 46
nandini milk and products
Table - 4.15 Table showing the full-fillment of customer expecation 47
reagarding nandini milk products
Table - 4.16 Table showing the reason for purchasing nandini milk 48
products
Table - 4.17 Table showing the responses regarding satisfaction 49
regarding the safety and health by nandini milk products.
Table - 4.18 Table showing the respondent interest in recommending 50
nandini products to others

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LIST OF FIGURES AND CHARTS

Chart No. Particulars Page Nos.

Chart - 4.1 chart showing gender of the respondent 33
Graph - 4.2 Graph showing the age group of the respondent 34

Graph – 4.3 Graph showing Education Qualification of the 35

respondents
Chart -4.4 Chart showing the occupation of the respondents. 36

Graph -4.5 Graph showing the respondent who are aware of the 37
nandini milk products
Chart -4.6 Chart showing responses showing regarding the 38
availability of nandini milk products.
Chart - 4.7 Chart showing Response regarding the usage of nandini 39
milk and others similar milk products.

Chart – 4.8 Chart showing Response regarding product purchase by 40

respondents
Graph – 4.9 Graph showing responses regarding the taste of the 41
nandini milk products.
Graph - 4.10 Graph showing factor influence to buy nandini milk 42
products
Chart – 4.11 Chart showing the following sources that made 43
respondents aware about nandini milk and products
Chart – 4.12 Chart Table showing satisfaction level of the respondents 44
towards nandini milk and products
Chart -4.13 Chart showing satisfaction level of the respondent’s 45
towards quality of nandini milk and products
Graph -4.14 Graph showing Responses regarding packing problem of 46
nandini milk and products
Chart-4.15 Chart showing the fullfilment of customer expectation 47
reagarding nandini milk products
Chart -4.16 Chart showing the reason for purchasing nandini milk 48
products
Chart 4.17 Chart responses regarding satisfaction regarding the safety 49
and health by nandini milk products.
Graph 4.18 Graph showing the respondent interest in recommending 50
nandini products to others

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EXECUTIVE SUMMARY

My FIELD STUDY REPORT project “Study on Customer Satisfaction with Nandhini

milk “

Karnataka milk federation (KMF) is the apex body in Karnataka representing dairy
farmers’ co- operative. It is the third largest dairy co-operative amongst the dairy co-
operative operates in the country. In south India it stands first in procurement as well as
sales. One of the core functions of the federation is marketing of milk and milk products.

India is emerging as a mega dairy market of the 21stcentury. The dairy industry provided the income
as well as the employment to the people. The growth of the Indian dairy industry is 4.40
in the year 2004; India produces 100 million tons in the year 2006 and has 15.53% of the
world’s milk production.

Customer satisfaction is key to success. Getting your customer to tell you what’s good
about your products or services, and where you need improvement helps you to ensure
that your business measures up to their expectations. The attached file contains a
customer satisfaction survey form designed to help gather. This important information
was designed to make it easy for customer to fill out and to make it easy for you to quickly
customize to exactly match your company activities

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CHAPTER 1
INTRODUCTION

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1.1 Introduction:

Project is an exchange of knowledge for experience between the students and

organization for a particular period of time. The project also helps the students to
determine if they have an interest in a particular career or do they want to shift from the
present one. Project is a given to work at a firm for a fixed, limited period of time.

The project also helps to create a network of contacts, to acquire recommendation letter
which can be added to the curriculum vitae and it can also gain certain for the curriculum
vitae. Projects are often taken as a way to develop the capabilities by practically applying
the theory Knowledge while learning in a professional work environment. While doing a
project with an organization, we get to learn about the various roles and responsibilities
that can help in the future

ABOUT THE TOPIC: “A STUDY ON CUSTOMER SATSIFACTION

TOWARDS NANDINI MILK PRODUCTS”.

The above mentioned topic helps to analyses and measure in what way the products and
services are supplied via the company to reach the ultimate consumer. The total percentage
of consumer, whose reported know-how with the firm, its products or services beats the
satisfaction goal

The beganing chapter of this study deals with the introduction about the project The 2nd
chapter is industry profile and company profile which includes the back ground of the
company swot analysis and other general information related to the company, third chapter
is based on the theoretical background and literature review and fourth chapter which includes
data analysis and interpretation of the collected data from the respondents , final chapter gives
details regarding the summary of findings and providing necessary suggestion

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1.2 INDUSTRY

PROFILE

INTRDUCTION

The dairy industry is an important industry in India. The nation is the world's biggest milk
producers, which account over thirteen of the entire milk production. It's the world major
customer dairy products, eat almost 100% total milk production on its own. Dairy
products are the main source of cheap and nutritious food for many of people in the
nation. It is the source of animal protein for segment a large vegan population, especially
in India, especially among farmers landless and women can only be accepted. Dairy in
India has grown rapidly since independence. The bulk of the milk and milk products
factories were established. As cow is a machine that transforms raw materials that is plant
into food in a way that is unexpectedly well- organized. From a survey conducted there
more than 787 breed cattle followed by 72 Buffalo breeds around the world. Nation has
around 30 and 10 unique breeds of cow and buffaloes, it also plays an important role in
employment generation in rural sectors

Origin of industry

The term "market milk" can be defined as the combination of whole milk that is sold to
individuals usually for their direct consumption. As a large company, the dairy industry
market is of relatively new origin even in well -developed nation in the world like the
U.S. to dairy though olden documents written report milk as an important food,
processing and distributing as a separate business activity has developed in those
countries till the attention of the population in the city has reached a great level in the
center of the 19th century. In our nation the dairy farm has been practiced as a cottage
industry from simple past. Dairy trade seeds underway with the result of military
establishment dairy and milk cooperatives unions across the nation, in the late 19th
century, however, technology of milk market considered were launched in 1965, with the
Aarey milk station operation

HISTORY

The development of Indian dairy industry took its shape after white revolution. The white
revolution increased the milk production from 17 million tons (1950-1951) to 110 million

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tons (2008-2009). Before independence dairy industry was not progressive practiced as a
rural cottage industry, semi commercialized started with Military dairy, Farmers, Co-
operative unions, until the year 2O01, Our nation was not least observed by many
international dairy companies across the world, the main reason was that country was
neither an active importer

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Even though India has out some milk powder and butter oil assistance between 197O and 199O,
transfers from the nation were significantly , when the milk products of India starts to be more
presence in the markets of the world. Milk sector transition from a situation of importing
additional net, led by the efforts of operation flood programme and the National Dairy
Development Board under the leadership of earlier Chairman of the of dairy development board
DR Kurian.

Till the year 1940, there was as very slight information on the modes of preparation and
use of milk related products. The praise for the 1st publication on the subject goes to
Dr.W.D.Davis, the first head of the industry related research, Dairy research institute
located now in Bangalore. Within the span of these four 40 years since his book appeared,
there is a considerable changes has been place in original dairy products and services.

The multilevel, multiunit organization with total vertical integration of all dairy
development activities was set up with dairy co-operative societies at the grass root level,
milk unions at the middle level and a dairy development corporation at the state level as
an apex body, was vested with the responsibility of implementing Rs.51 crores project.

At the end of September 1984, the World Bank aided project ended and the diary
development activities continued under “operation flood –II.

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1.3 COMPANY PROFILE

KOLAR-CHIKKABALLAPURA CO-OPERATIVE MILK PRODUCERS

SOCIETIES UNION LIMITED, K0LAR

Kolar district, which is well known mentioned to as “land of gold” and “land of silk” is
unique in its distinctiveness. World famous Bharatharathn .M.Vishvewaraiah, Masti
Venkatesh Iyengar and D.V. Gundappa are the dignities president by the district to our
state Karnataka. Many visiting places such as, Kotilingeshwara, Kaiwara,, etc., have
added to the the district. There are no proper irrigation sources such as permanent rivers
and reservoirs in the district one of the greatest achievement is that farmers are able to
grow most of the grains and vegetables just with the help of bore well water, rain water. It
has also have an record in silk production and famous as highest silk producing district
in the state. By producing more than 9.5 lakhs liters of milk per day it is popular as 2nd
highest milk producing district in the state. Thus, its role in making nation as words
uppermost milk producing country is notable one.

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BACK GROUND
In respect of IDA assistance under Bangalore Milk Union Limited, dairy development
activity took place in the district in 1975. Later, the neighborhood was hooked from 1-4-
1987 to the area of operation to make a different union called milk (BOMUL). Cattle
Farm is the favorite friend in the neighborhood, which later contributes to the district's
total revenue and dairy to main activity in the region. The dairy sector was developed in
the district in 1975 with regard to IDA assistance under Bangalore Milk Union Limited.
KOMUL is 2nd main dairy farmers of Karnataka organization of neighborhood. It is an
organ level district of cooperatives of milk in Karnataka, which aims to provide the well-
paying refers to the former by removing intermediaries and also improve the level of
interest of consumers by offering quality of milk and dairy products, with decent quality
/ price.
Once the area was called as land of gold and silk, is now important in the production of
quality milk. Their summer komul first fixed coolers of milk in bulk and milking machines
community ' at the level of society in the State of Karnataka to get quality milk required
for ultra -high temperature milk packed in Kolar unit under the name of Nandini "good
Life ".
The komul have milk sorting to Kolar with a capacity of handling of 2,70 lakhs litres /
day and centers Marc Sadli and Gowribidnur of cooling with each 1 LDPD ability
respectively. It began selling liquefied milk in polythene bags in Kolar district and parts
of the city of Bangalore since 1994 mnemonic symbol of the NDDB has been
implemented by the union .Recently there Chennai market also by the sale of 5000 litres
per day.

UNION PROFILE
Kolar-Chikkaballapura district cooperative milk producers union is registered under
cooperative societies Act of 1912 after bifurcation from Bangalore district co-operative
milk producers union on 23-3-1987. The area of operation is restricted to Kolar and
Chikkaballapur district having 1750 villages of 11 revenue taluks.
SHARE CAPITAL
The organization started with an original investment 0f Rs 8.56 Lakhs, which was
transmitted from Bangalore milk union. The present share capital is Rs 65.75cr
1.9 MEMBERSHIP

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As on December-2017 the total members enrolled was 278400 out of which 95051
stay small farmers 95200 are minimal farmers, 50074 are Agri Laborers and others are
38075. Out of total membership 278400 are Women members 70520 Schedule castes
41188 28099 etc.

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MILK PROCUREMENT
The current average milk procurement in the month of Jan 2019 is 9.54 lakhs kgs of
milk from 1862 includes of 2.89 lakhs members union recorded a progress of 7% for
the last half decades.
MILK PRICE
The cost per kilo of milk is based on the quality of milk fat and SOLID NOT FAT.
Base price is considered for 3.5% fat and 8.5% SOLID NOT FAT. Now milk is bought
at DCS price
23.00 Rs and DCS paying Rs 22.00 to producers. 2017-18 the Union contributed Rs
916.17 crores to the milk producers. In Jan - 2019 Union paid Rs 69.98 crores

MILK SALES

The marketing area includes entire Kolar, Chikkaballapura districts and parts of
Bangalore urban and rural districts. The Union sells following varieties of milks

1. Toned Milk
2. Shubam Milk
3. Special Milk
4. Samruddhi Milk.
5. Double Toned milk.

The other products being manufactured and marketed includes ULTRA -HIGH
TEMPERATURE milk, Butter Milk, Curd, Ghee, Peda and Cheese. Besides this, the
Union routes 63 other products of Nandini manufacture by K.M.F and affiliates. The
Union is increasing its market share steadily.

The average milk sale during the month of Jan-19 is 3.14 lakh litres per day
through 904 retailers. During this year the Union registered record milk sales of
3.41 lakh litres on 06/02/2019 and it is recorded as highest milk sales for a single
day.

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OBECTIVE OF THE UNION

1. Providing clean, good and better superiority of milk for day to day consumer.
2. To remove middle traders’ in the trade so that the milk products receive their
proper share of bread.
3. To instruct the village about the adulteration of milk and its dangerous effects
on the body.
4. To ensure that every citizen are safety healthy by consuming good quality of milk.
5. To promote villages self -viable and build self-image.
6. To uplift the socio economic status of the rural people.
7. To provide necessary training for producers, members, and staff of the
dairy co- Operative’s society.
8. To ensure excellence of milk and milk products to town consumers rates consent
by producers from time to time.
9. To ensure elimination of middleman by organizing MPCS which is owned and
managed by producer’s themselves
10. To provide self-employment opportunities for unemployed youths at village
levels in an effective manner.
11. , TO provide package technical inputs to its milk producers for enhancement of
milk production.

NATURE OF THE BUSINESS

0ne of the main functions is procurement of milk, processing it, and marketing milk and
milk products. Komul markets its products and services under the well-known brand
name “NANDINI”.

Union processes the milk and carries marketing in urban area through various agents. The
union is providing service to the milk producer with technical inputs like veterinary
service, seeds, etc. and also by giving training to farmers and induction program. The
union also takes study, growth and also other promotional activities for the overall benefit
of the farmers. Organizational position

DCS categorizes Member-producers and dairy cooperatives (DCS) are the essential
constituents of the union and their progress is the criterion of judgment on the
effectiveness of the functioning of the union, where maximum emphasis has been focused

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KOMUL includes the 11 taluk, Kolar and Chikkaballapur district with a total of 1750
revenue villages in the 1653 Dairy Co-operative societies (DCS) scope on if with 145
inclusive women's dairy cooperative societies there are some milk producers 276001
members out of which 69918 are members of women there was a growth in regular
membership

Komul is certified for ISO-22000-2005 for quality management and food safety.

1.4 VISION, MISSION AND QUALITYPOLICY

VISSION STATEMENT:

“Wish to develop into model milk co-operative in the nation”

“Kolar-Chikkaballapura Milk Quality will be a Global

Benchmark"
MISSION STATEMENT:
Kolar Milk Union continuously procures worthy quality milk by providing remunerative
price & technical inputs to producers and supply good quality of Milk & Milk Products
to the consumers. It also aims to attain top position in the dairy industry by improving
the financial position of the union.
QUALITY POLICY
“We constantly try to develop our internal quality and operating systems by educating
Milk Producer’s and motivating work force to achieve customer satisfaction."

KOLAR-CHIKKBALLAPURA MILK UNION MILESTONES

v 1987 Bifurcation of the district from an operational area of Bangalore milk

union limited (BAMUL) to form a separate milk union.
v 1989 inauguration of Sadali chilling center.
v 1990 initiation of milk marketing at inter-dairy rate.
v 1991 KMF handed over chilling centers at Kolar, Sadali, Chintamani and
Gowribidnur to milk union limited.
v 1994 inauguration of full-fledged dairy at Kolar with a processing capacity of
1.0 lakh liter per day.
v 1994 union commenced liquid milk marketing under the brand name of nandini

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in polythene packets.

v 1999 union started marketing nandini good life milk.

v 1999 improvement and expansion of processing capacity of Chintamani chilling center.
v 2000 outside the state, entery into the Chennai for milk marketing.
v 2001 for the first-time in the history of Karnataka inauguration of BMC centers
in the jurisdiction of KOMUL.
v 2001 Kolar dairy certified for ISO-9002 quality management system.
v 2001 enlargement of tardar unit.
v 2002 started implementation of TIFAC project.
v 2003 union bagged national productivity council award-2nd place.
v 2009-1st place in national energy award and 2nd place in state energy conservation award.
v 2010-enhanced ULTRA -HIGH TEMPERATURE plant for 2.5lakhs liters per
day packing capacity.
v Union recorded highest milk procurement of 8, 59,024 on 22-6-2012.
v July-2012: union as registered the highest sachet milk sales of 2, 54,650ltrs of
milk on 5-7-2013.
v July-2012: union as registered the highest sachet milk sales of 2, 54,650ltrs of
milk on 5-7-2013.
v March 2016 -Highest milk procured is 4.88lkpd.
v Aug-2017 Highest milk procured is 10.9lkpd.
v 2017-Recived “QUALITY MARK” certification from NDDB.

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1.5 KOMUL PRODUCT PROFILE

The product profile of K0MUL can be classified into three- dimensional that is it has
breadth, depth and consistency. Breadth is measured by the variety of products
manufactured. Thus the breadth of KOMUL in its product is 5 that is K0MUL deals with
products such as liquid sachets, peda, curds, ghee and butter milk.
Depth refers to the assortment of different sizes, weight, models offered within each product.

PRODUCTS AT KMF
• MILK
• ULTRA -HIGH TEMPERATURE MILK
• CURDS AND OTHER
• FERMENTED PRODUCTS
• GHEE AND BUTTER

Pasteurized toned milk

States top vending and most well-known milk with minimum 3.0% fat and min
8.5% SOLID NOT FAT content make this milk the finest choice for all purpose
and all for kinds of people. Obtainable in 2OOml, 25Oml, 50Oml, ETC.

Double toned milk

This is different from pasteurized milk tones it is toned double milk,

homogenized with 1.5% fat and SOLID NOT FAT minmum.9% minimum.
Ideal it is best suitable for the health aware people and seniors. Obtainable in
20Oml, 25Oml, 50Oml, and 1lIT packs.

Special toned milk by nandini

Nutritious homogenized milk with 4.0% fat and 9.0% SOLID NOT FAT with
added solids. Much thicker and tastier. Good for preparing thick curds. Offered
in 200ml/ 25Oml, 50Oml and 1 liter pouches.

Homogenized pure milk

Rich in Nutrient Homogenized milk which contains minimum 3.50% fat and
minimum 8.50% SOLID NOT FAT. One can enjoy the thickness of the milk
along , thus preparing more cups of tea, coffee.

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Offered in 25Oml, 50Oml, and 1litre, 3liter, and 6litre pockets.

Shubham pasteurized standardized milk

Pure pasteurized standardized milk having 4.50% fat and 8.50% (SOLID NOT
FAT), treated with various ingredients of healthy milk for healthy growth especially
in growing children. Obtainable through 2O0ml, 25Oml, 50Oml and one liter.

Samrudi pasteurized cream milk

Pure purified complete cream mix with 6% fat and 9% (SOLID NOT FAT). High
in cream along with taste. This milk perfect for making household sweets. Offered
20Oml/ 25Oml, 5O0ml and one Lt.

G00dlife

Nandini good life from cow’s milk- toned milk is Ultra -high temperature processed
milk with min.3.0 % fat 8.50% Solids Not fat (SNF) levels. Suitable for entire
generation. Available in 1OOml, 2OOml and 5O0ml packs and it also available in 1
and 10 lit tetra pouches.

Slim milk

Good life thin skim milk is ultra -high temperature milk treated with maximum 0.5%
fat and SOLID NOT FAT min.9.0%. Perfect for a healthy lifestyle among the
women, the young aware of fitness and seniors. Available in packs of thin 5OOml
and also available 1 liter tetra brick.

Sampoorna
Samporna homogenized standardized ultra -high temperature processed milk. Which
possess protein rich milk with min 4.50% fat and min 8.50% SOLID NOT FAT for
boosting good strength in rising children. Available 500ml and 1liter tetra packs.

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Curds and 0ther fermented

products Curd

Nandini curd is prepared from sterilized toned milk. Curd will tastes just like
homemade curd. It can be consumed with combination with cooked rice or
extra as a component in many dishes. Available in 200gm, 50Ogm, and 1kg
pockets.

SPICED BUTTER MILK

Spiced buttermilk by nandini is refreshing tastier healthy drink is made from

quality curd and combined with normal seasoning and condiments to give
that stimulating spicy tang of traditional spiced buttermilk. It promotes
healthy and easy digestion available in 200ml

Pure cow ghee

It is made from cow's milk using a unique method and strict quality standards.
The taste of purity. There specific grading with quality foods and sweet foods
and has assured by Agmark 100 ml 200 ml to 500ml

Cheese by nandini

Cheese offered by nandini contains rich source of protein, calcium, and milk
proteins. Obtainable as processed cheese and cheddar cheese in every nandini
milk parlors. Processed in the plain 2OOg cup, capsicum 2OOgM cup, pepper
200g, jalapino 200g, chilly garlic 2OOMg, Slice 100gm, 200Mg and 750g.
Processed cheese blocks 1kg, 400g, Mozzarella cheese

Nandini sweets

Milk peda: Mouthwatering Peda is made from clean milk. Single piece is enough
to fulfill the heart with its milk flavor. Obtainable in packs of 25gm, 100gm and
250gm of packs.

Mysore pak : Karnataka’s one of the oldest and traditional sweet is the one of
most preferred choice of majority people. The tempting smell and taste of ghee

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used while preparing will surely melt hearts when it is consumed. Offered in
25g, 250g and 500g

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1.6 AREA 0F OPERATION

Nandini (KOMUL) has a long traditional of maintaining the highest quality standards,
rights from selection of raw milk to processing and packaging of the end products.Komul
comprises of Kolar-Chikkaballapura District, and 11 Taluks with total of 2930 revenue
villages.

Under the 1612 Dairy co-operative societies (DCS) ambit out if which 127 are inclusively
Women Dairy Co-operative Societies. The reason why its products are much in demand
nationally and are exported regularly to states like Andhra Pradesh, Tamil Nadu, Kerala,
Maharashtra, Goa and all over the Karnataka.

1.7 COMPETITORS

1: AMUL

2: HATSUN

3: THIRUMAL

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4: AMIRTHA

5: DODLA

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1.8 SWOT ANALYSIS

This is the analysis which provides the complete information organization on which the
analysis carried. SW0T study helps us to know the strength, weakness, opportunities, and
threats. SWOT analysis of K0MUL gives an complete information regarding internal and
external strength and opportunity along with internal weakness and external threat
associated with the organization.

STRENGTH OF KOMUL

1. Quick availability of raw materials: one of the major advantage to the organization
is that there is quick availability needy raw material in quick way.
2. Popular well-known brand from years: Brands plays an major role in success of
the organization as nandini has its own brand image in the minds of customer it
is one of the main strengths of the komul.
3. Ability to maintain uniform quality: From the past several years komul
maintained its own uniform quality which is one of the major strength which
brings and retain customer.
4. Strategically located in the place where road connectivity is very good where it is
very near to the market place and mainly it is connected to the NH4
5. Timely delivery: High distribution and large connectivity among retailers and
suppliers enables quick delivery of the nandini milk products.
6. New technology implemented for the production of milk and new method
promotional strategies which have an positive impact on fast selling of the nandini
milk products
7. komul has very good infrastructure along with good security system
8. Komul attends to the complaints of consumers straightaway and have a positive
responses for the complaint received and other related quarries.
9. Komul pays the highest price for the milk that have been collected from the
farmers in entire nation and have good loyalty among customers.

10. Rawmilk treatment needs is upgraded with regard to physico-chemical and

Of collected milk attributes. The use of explaining and bactofugation in
raw milk processing has improved the quality of dairy products.

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WEAKNESS:

1. Lack of flexibility in system inside the various departments which have an big
impact on the faster results and major drawback of the komul
2. Freezing of marketable area due to the new entrants and govt policies
3. Lack of personalize service to channel members: one of main weakness where
there is personalized service in selling and marketing the nandini milk products to
the customers
4. High overhead charges.
5. Organization structure does not permits incentives, reward for good performance:
There is no such scope for better and best performances and no reward or
performance appraisal for the service rendered by the employees within the
organization.
6. Returns can’t be predicted.
7. High competition from new entrants: The major weakness is that the rapid
increase in competition level by various brands especially in the milk products

OPPORTUNITIES

1. The union must meet the challenges posed by new private entrants, who are developing
mainly on policies and unfair trade practices, they buy milk at low cost, without thinking
about the wellbeing of producers & without extending techniques to improve the milk
supply and production input.

2. It sells milk through unhealthy & unethical practices to deceive unsuspecting

consumers. The union wants to counter that in a positive way in trying to improve its
working efficiency and market promotion. She wants to become well would have
encroached on the market as a 'leader' of innovation and ideas
3. The computer monitors the utilization of resources such as water, electricity, steam, and
other infrastructure hence it is conceivable to adopt effective cost control measures to
achieve cost competitiveness.
4. Expansion of retail market and milk parlors thought the district to improve sale and
increase profitability.

5. To improve the export of product which has a high demand from other states like

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THREATS

1. Competition from private dairies or companies: As komul is govt cooperative society

which is involved in production of milk and milk produces it has major threats from the
other dairies which is carried by private companies.
2. Political entrance in the organization will have an negative impact on the day today
activates and mainly not fruitful in future
3. Entering of MNCs into dairy industry which is big threat not only to komul but also
other dairies
4. Day to day increase in milk production and minimum requirement which will incur
major loss to the komul.
5. Inter dairy completion has been severe problem in the komul
6. Lack of trainers for the interns which have negative impact on the organization and
unbalanced environmental taxes are been charged for the production and discharge of
waste.
7. Market uncertainty, price fluctuations in the market which affects the milk procurement.
8. Lack of innovative promotion where Advertising income moving to commercial
propagation and new idea

1.9 FUTURE VISSION AND GOALS

To consolidate the gains of Dairying achieved in the state Karnataka and with a view to
efficiently chill, process and market ever developing and gradually increasing milk
procurement with an utmost emphasis on the Quality and in the process conserve the
socio
-economic interests of rural milk producers.
The Govt. of Karnataka through Karnataka has proposed to undertake several projects
regard to financial and technical support of NDDB for which an MOU was signed
between Government of Karnataka and NDDB on 10/11/2004.

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1.10 FINANCIAL
STATMENTS RATIO
ANALYSIS
Ratio analysis is the key figure analysis of balance sheet which provide a quick
suggestion of a company’s financial performance in various main areas. The key
figure are categorized as short term solvency ratios, debt management ratios
profitability ratios and market value measures.
Current ratio:
Current ratio can also be termed as liquidity ratio which helps to measure that the firm
has an enough to meet its short term requirements. It matches company’s current assets
to its present current liabilities.
𝑐𝑢𝑟𝑟𝑒𝑛𝑡 𝑎𝑠𝑠𝑒𝑡𝑠
Current ratio =
𝑐𝑢𝑟𝑟𝑒𝑛𝑡 𝑙𝑖𝑎𝑏𝑖𝑙𝑖𝑡𝑦

Year Current assets Current liabilities Ratio

2019 1938926917.91 971284812.83 1.99
2020 2098317387.5 800116612.95 2.62

Analysis:
From the above table indicates that in the year 2020 the current ratio is 2.62 whereas
in the year 2019 the ratio is 1.99 times.

3
2.62
2.5
1.99
2

1.5

0.5

0
2019 2020

Interpretation:
From the above information it is clear that current ratio is comparatively decreased
about 0.63 times from the year 2017 to 2018 there is decrease in the current ratio which
may have negative impact on the companies’ financial requirements.

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Quick ratio: In financial meaning the quick ratio can also be called as acid-test ratio
is also recognized as liquidity ratio which measures the capability of a firm to use its
near cash or quick assets to leave its current liability instantly.

𝑸𝑼𝑰𝑪𝑲 𝑨𝑺𝑺𝑬𝑻𝑺
QUICK RATIO:
𝑸𝑼𝑰𝑪𝑲 𝑳𝑰𝑨𝑩𝑰𝑳𝑻𝑰𝑬𝑺

Year Current assets Current liabilities Ratio

2019 1282900238.91 971284812.83 1.32
2020 1560903355.2 800116612.95 1.95

Analysis:
From the above table indicates that in the year 2020the quick ratio is 1.95 where as
in the year 2019 the ratio is 1.32.

2.5

1.95
2

1.5
1.32

0.5

0
2019 2020

Interpretation:
From the above obtained information it is clear that union’s quick ratio is
comparatively decreased from 1.95 in the year 2017 to 1.32 in the year 2018 hence
there is low liquidity position comparatively between these two financial years.

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Chapter - 2

CONCEPTUAL BACKGROUND AND LITERATURE

REVIEW

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2.1 THEORITICAL
BACKGROUND CUSTOMER

A customer can be referred as person who purchase or buy product or goods or service by a firm or
organization or business.

SATISFACTION

Customer satisfaction is the act of fulfillment of one’s desire and wishes or expectation or needs.

CUSTOMER

SATISFACTION MEANING:

A customer satisfaction is one of the theoretical component and carrying among elements as the value or
quality of the particular product and service, the feature of service offered at impression of the place where
the manufactured goods or service is bought, and the cost of the product or service within an organization.
This customer satisfaction is the element of its profit or income, if firm give good customer satisfaction it
could touch its aim easily. In this competitive market there is very important this customer satisfaction.

Customer satisfaction is the key to success for any business. Get your client to tell you what is good on your
products or services, and where you need improvement helps you ensure that your company measures up to
their expectations. The attachment contains a survey of customer satisfaction form designed to help collect.
This important information is designed to make it easy for the customer to fill in and make it easy for you
to quickly customize to exactly match your business activities. It also includes the suggestion for the
distribution of the form ensuring that the client who will return the form and follows up on comments.

The focus of each organization must win the most profit, for this purpose, the Business should rise its sales
by attracting more and more new customers, and the only way to get more customers, it is that the
Organization must provide the expected to the customers satisfaction. The word customer satisfaction means
here 'utility customer expect of the product' and when a customer provided values it is called as the
satisfaction of the customer.

2.2 Elaborative information on

topic Factors Influencing Customer
Satisfaction Product Quality:
When company provide quality of product and services to customer, customer will more liable toward the
company, when really satisfy with the product quality on that time customer never switch towards the another
brand.
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Money Value:

The value of price fixed by the company on their product and services, when that price is really worthy
for that product on that time customer will more satisfied with the company.

Dependability:
The customers are expected to be fulfilled once the service worker “delivers the deal” by achieving a same
level of performance.
Responsiveness:
Further and further customer expected their provider be willing and prepared to produce induce service &
facilitate at the reason of the later. Separate attention speed & adaptability are wanted.

Access:

Customer must be ready to increase access to the provider or dealer with the smallest of bother. they essential
educated to place-- up with goods accessibility service, however, hate limitless delays in obtaining through
whereas life observant to the 4 terms and to apparently specious assurance that their customers are
appreciated. They wish to discuss with family world health organization can to their questions.

Consideration: 1
Customer requirements politeness, respect, thought and friendliness from the societies they communication
over the counter and in a very center (or) once sweet-faced with a facility downside.

Message:
The proper information should be provided to customer regards changes in any policy and any new style of
brand come to the market, provide regularly information to the customer.

Trustworthiness:
Customers are a lot of probable to be satisfied if they notice an outcome of their knowledge that the provider
or dealer is reliable, reasonable and truthful. This is often maintained the data and politeness showed by
employees and their skills to inspire to trust & confidence

.
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2.3 Literature Review

Author/Resea Title of the Objectives, Outcomes or Findings Gap
rcher Article/Study Identified
David M. The New Marketing businesses having more against less- Satisfaction
Szymanski and Developing Long- satisfied customers of customer
David H. term Interactive
Henard4 Relationships
(2001)
Jonathan, Lee, The Impact of controlling role of switching costs in switching
Janghyuk, Lee,
Switching Costs on the customer satisfaction- loyalty link costs
Lawrence and
Feick5 the Customer and to classify customer segments
(2001)
Satisfaction-loyalty
Link
Robert C. Delivering Excellent stated that many firms see investments complaint
Ford, Cherill Service in complaint treatment as means of
handling
P. Heaton Lessons from the Best growing customer commitment and
and Stephen Firms building customer loyalty
W.Brown6
(2001)
Wilska7 New Technology and The Study has specified that the related to
Young
(2OO1) excessive use is common in and can trendy and
People’s Consumer
Identities be seen in women and is linked to impulsive
impulsive consumption consumptio
styles and fashion n styles
Balasubrama Exploring the Different intrinsic attributes declared unique
Implications of M-
nian, Paterson by end-users free time and intrinsic
convenience for
and.Jarvenpa Markets and Marketing characteristics of the mobile space attributes
a (2002)

Bhave and Customer Found that the opinion that Quality

Satisfaction customer’s perception towards
Ashish (2002
Measurement service and quality of a product
regulates the achievement of that
product or service in the market

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Sorgard
(2003)
Michael Consumer Reduction in ARPU Mobile affordable
service providers who are
Draganska Preferences and planning to attract Mobile price
and Dipal Product Line subscriber to their service with
less reasonable price
Jain (2003) Pricing Strategies

J. Pakola, M. An Study of price and properties are the major price and
influential factors affecting the
Pietila and R. Customer purchase of a new mobile phone properties
Svento Behaviour in
(2003) Mobile Phone
Markets
Stephen Y. The New Competition and the variations is competition
Walters(2003 Telephony- not fresh subjects in and change
) Technology, telecommunications as internet
Convergence, has forced an entire modern set of
Industry Collision fluctuations to the telephone
organization.

Berrry, Leonard L., Parasuraman, a (1992)

Proposes the administration unrest essential happen on two levels: 1) a fundamental adjustment in the
disposition and a floating and a floating of goals for administration value, and 2) usage of the way of life and
apparatuses that style worth change the propensity.

Zeeithmal, Valarie A, Berry, Leonard L, Parasuraman, A, (1993)

Built up a reasonable ideal for client administration desires in view of sixteen centered gathering interviews
with clients of different administration commercial enterprise. The model expresses the qualification between
consumer loyalty and administration quality evaluation inside of a solitary structure by indicating three
unique levels of client desire that is, craved administration which reflects what clients need satisfactory
administration, the average of client are ready to acknowledge, and anticipated administration, the stage of
administration clients.

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Csikszentmihalyi (2000)

In the author's study, the study found that there is a link between brand structure and consumer satisfaction
with the product. Agreed, because if the increase in the number of consumers, brand prices and consumer
satisfaction decreases, then the value of conventional brands will be reduced.

Dailey & Fmi (2000)

In the author's research results, the assessment concluded that the minimum level of consumer experience
should be as good as the consumer's attitude towards the product.

D’essenc (2001)
In this study, the author studied the status of consumer attitudes. This is very important for winning
customers. This process is also called customer relationship management.

Donthu& Garcia (1999)

The author defines factors that influence the purchase process, such as friends, relatives, media, and
advertisements. These factors affect the customer's purchase of goods. These are powerful forces for
becoming potential buyers.

Harrison & Albertsons (2001)

In this study, we can sign the value of consumers' responses to early-expectancy (or some other standard
performance) perceived disparity assessment and the explicit performance of consumers' perceived goods
and services.

Hengpatrick& Low kim (2006)

The author analyzes in this research that consumer satisfaction is influenced by the availability of consumer
goods and services, and providing excellent consumer services has developed into the main body. All
business concerns consumer satisfaction is naturally defined as a post-consumer assessment decision about
a particular good or service.

Hoffman & Novak (1996)

In this study, the authors analyzed consumer ratings for specific brand prospects. Therefore, the prospects
of consumers vary from brand to brand. So, we must sort out our customers’ expectations
Hsiao H L (2010)
The author examines the attitude of the customer after the purchase and purchase. The customer's courage
is positive when buying, but after the purchase, the attitude may become negative. Then it sparked
dissatisfaction.
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RICHARD L OLIVER ROLAND T.RUST, SAJEEV VARKI (2002)

Surprising the customer is basic level for customer satisfaction. Customer should be enlighted to make them
happy.

GOED KOOP, VAR HALEN (2000)

The service of the product should be designed well there should be extra methods in the designing stage and
unique attention should be given on customer purchase.

BATRA AND ATHOLA (1990)

Consumer research experience combination of the interest of users of the two types of evidence indicates that
the purchase of goods and service. Hedonic benefits and production knowledge features related. More useful
and functional characteristics of products benefits instruments.

Kim &Karpova (2010)

In this study, the author explained the propaganda and promotion techniques to the seller in order to obtain
new customers to resume sales. If the sales volume increases, the mechanical profit will also increase
significantly.

Lorek (2001)In this study, the author provides a definition of “consumer” in two ways: for the loyalty
position, “consumers are the people who measure the quality of the products and services provided,” and
the process-oriented approach, “customers it is the existence or group that gets the hard work ".

Mcgraw Hill (1999)

In this study, the author analyzes the customer's buying behavior, which helps to develop a sales plan from
the seller or the company. He defines satisfaction as "the buyer's cognitive status is fully or insufficiently
rewarded."

Mohammad Amin (2009)The author studied the psychological factors for satisfying products and services.
The result of summarizing the mental state is when the reaction around the uncertain outlook is combined
with the consumer's prior experience of the investment experience.

Mowen & Minor (1998)

In this study, the authors analyze the relationship between product selection and the new product growth
process. The author also analyzed the key key topics in the new creative presentation process.

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CHAPTER 3

RESEARCH

DESIGN

32
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3.1 STATEMENT OF THE PROBLEM

1. Study analyses on the satisfaction and expectation of consumer with regard to nandini milk
and milk products.

2. Declining nandini sales due to heavy competitors in the market and lack of loyal retailers.
3. Improve customer satisfaction by using alternative channel of service.

3.2. NEED FOR THE STUDY

In this today’s modern market customer satisfaction among customers has its majority of the
roles in the service turnover of the company, every business invest heavily aspect to build a
strong image and gain market share and also to retain large number of customer, to know
customer satisfaction for the services provided by komul is the need for the study.

The main need to study about the company is to know whether they satisfied the customer needs
and the customer are satisfied with the service or not. It helps to determine the post-purchase
feedback customer to improve the delivery and service of the product. Help a company to build
a long relationship with the customers

3.3 OBJECTIVE OF THE STUDY

To recognize the satisfaction level of consumers towards nandini milk products.
To know the customer awareness about nandini milk product.

T0 identify the demand of the customer towards nandini milk products.

To know the customer partialities while obtaining the milk and milk products.

3.4 SCOPE OF THE STUDY

1. The project is defining consumer’s satisfaction towards nandini milk and milk products in
recent trends.

2. The study will help the organization to make innovative strategy to improve their services to
meet customer satisfaction.

3. The study aid the organization to understand the behavior of specific customers while
purchasing nandini milk.

4. Customer satisfaction level can be increased via considering various aspects.

5. In this study we can know the market share of different competitor and accordingly
Formulate strategy to improve the market share.
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6. This study helps to enhance the marketing strategy of komul.

3.5 RESEARCH DESIGN

DESCRIPTIVE RESEARCHT

his study answering several question start with what, who, where, how and when this research
is very tough as well it evaluate eminent degree of high qualified skills understand and solve
the problem. In this study, I have used descriptive research design to conduct a survey on
customer satisfaction in nandini milk products.

PRIMARY DATA
The primary data are collected from nandini milk customer who has purchased their milk
products from the nandini milk outlets and stores. And it is also collected with the help of the
questionnaires the respondents are just 100 members, interview by the personal method to help
the more effective study on the customer satisfaction towards komul. The questions are in the
form of open and close ended.

SECONDARY DATA
The secondary data will be composed by the help of brochure, journals, book in the libraries
and in the form of a various employee in the organization.

Research was conducted in kolar and some part of Bangalore where there is effective market
for nandini products.

3.6 HYPOTHESIS

Null Hypothesis (H0): There is no relationship exist between quality of nandini milk products
and satisfaction level of the customer.

Alternative Hypothesis (H1): There is a relationship exist between quality of nandini milk
products and satisfaction level of the customer.

3.5 LIMITATIONS OF THE STUDY

1. The project is limited to a time period of six 6 weeks.

2. The project is totally based on customer satisfaction towards nandini milk products.

3. As the study was conducted at kolar findings may not be related to other areas where nandini
milk Products owns its market existence.

4. Data given by respondents may limit to their own knowledge, feelings and awareness.

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Chapter 4
DATA ANALYSIS AND INTERPRETATION
FIELD STUDY REPORT 5TH SEM BBA

4.1 Table showing gender of the respondent

Serial number Respondents No. of respondents Percentage

1 Male 62 62%
2 Female 38 38%

Analysis:
From the above table it is found that 62% of the respondent are male category and 38%
belongs to female category hence majority of the respondent belong to male category.

4.1 Chart showing gender of the respondent

38%

62%

MALE FEMALE

Interpretation:
From the above chart it is found that Majority of the respondent are from male category,

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4.2 Table showing the age group of the respondent.

Serial number Age group No. of respondents Percentage

1 15-20 10 7%
2 21-26 55 55%
3 27-32 22 22%
4 Above 32 16 16%

Analysis:
From the above table it’s clear that about 55% of the respondent age group is between 21-26,
10% respondent age varies from 15-20 and 22% respondent ages in between 27-32 and rest
respondent are above the age of 32. Majority of the respondent belong to the age group that
comes between the 21-26.

4.2 Graph showing the age group of respondents

60%
55%

50%

40%

30%

22%
20%
16%

10%
10%

0%
15-20 21-26 27-32 ABOVE 32

Interpretation:
From the above table it’s clear that about 55% of the respondent age group is between 21-26,
10% respondent age varies from 15-20 and 22% respondent ages in between 27-32 . Majority
of the respondent belong to the age group that comes between the 21-26.
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4.3 Table showing the Education Qualification of the respondents.

Education
Serial number Qualification No. of respondents Percentage
1 10 2 2%
2 12 8 8%
3 Under graduate 41 41%
4 Post graduate 36 36%
5 Professionals 8 8%
6 Others 5 5%

Analysis:
From the above collected data Majority of respondent who’s qualification is post graduate and
under graduate which respectively 36% 36% and 10th, 12th, professional, and others
respondents belong to are 2%, 8%, 8%, 6% respectively so majority of the respondent belong
to

4.3 Graph showing the Education Qualification of the respondents

45%
41%
40%
36%
35%

30%

25%

20%

15%

10% 8% 8%

5%
2%

0%
10 12 UG PG PROFESSIONALS OTHERS

Interpretation;
.Majority of respondent who’s qualification is post graduate and under graduate which
respectively 41% 36% respectively.

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4.4 Table showing the occupation of the respondents.

Serial number Occupation No. of respondents Percentage

1 Student 47.90 47.90%
2 Self-employee 19.10 19.10%
3 Govt- employee 14.90 14.90%
4 Private- employee 17 17%
5 Others 0.10 0.10%

Analysis:
From the obtained Majority of respondent occupation is student which accounts 47.9% of the
total respondents and second highest response is from self-employees that is 19.1 and private –
govt employee accounts about 14.9 and 17% respectively.

4.4 Chart showing the occupation of the respondents

0.1

17%
47.90%

14.90%

19.10%

STUDENT SELF EMPLOYEE GOVT EMPLOYEE PRIVATE EMPLOYEE OTHERS

Interpretation:
Majority of respondent occupation is student which accounts 47.9% of the total respondents and
second highest response is from self-employees that is 19.10 respectively.

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4.5 Table showing the respondent who are aware of the nandini milk products

Serial number Response No. of respondents Percentage

1 YES 100 100
2 NO 0 0

Analysis:
From the data collected from the 100 respondent everyone have an idea about the nandini milk
products. This shows that everyone aware about the nandini milk a products.

4.5 Graph showing the respondent who are aware of the nandini milk products

120%

100%
100%

80%

60%

40%

20%

0%
0%
YES NO

Interpretation:
Out of 100 respondent have an idea about the nandini milk products This shows that everyone
aware about the nandini milk a products which is an positive outcome for the organization

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4.6 Table showing responses showing regarding the availability of nandini milk products.

Serial number Availability No. of respondents Percentage

1 Yes 100 100%
2 No 0 0%

Analysis:
From the above data collected out of 100 respondent each and every respondent answered yes
to the availbility of nandini milk products.

4.6 Chart showing availability nandini milk product

0%

100%

YES NO

Interpretation:
From the above responses shows that out of 100 respondent every respondent confirmed about
the availability of the nandini milk products at nearby stores.

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4.7 Table showing Response regarding the usage of nandini milk and others similar milk
products.
Serial number Answers No. of respondents Percentage
1 Yes 80 80%
2 No 2 2%
3 Amul 4 4%
4 Hatsun 7 7%
5 Thirumala 4 4%
6 Own consumption 3 3%

Analysis:
From the above responses about 80% of the respondents use nandini milk products and second
is hatsun about 7% and and 4% uses thirumala and least is 3% which belong to own
consumption.

4.7 Chart showing Response regarding the usage of nandini milk and others similar milk product

4% 3%
7%

2% 4%

80%

YES NO AMUL HATSUN THIRUMALA OWN CONSUMPTION

Interpretation:
From the above responses about 80% of the respondents use nandini milk products and second
is hatsun about 7% and least is 3% which belong to own consumption.

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4.8 Table showing Response regarding product purchase by respondents.

Serial number Response No. of respondents Percentage

1 Daily 73 73%
2 Once in a week 9 9%
3 Weekly 4 4%
4 Occasionally 14 14%

Analysis:
From the data above data collected information around 73% purchase daily around 14% buy
nandini milk products occasionally. And 9%,4% purchase oncein two days and weekly
respectively.

4.8 Chart Response regarding product purchase by respondents.

14%

4%

9%

73%

DAILY ONCE IN A WEEK WEEKLY OCCASIONALLY

Interpreatation:
From the above table and chart majority of the respondent around 73% purchase daily around
14% buy nandini milk products occasionally.

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4.9 Table showing the responses regarding the taste of the nandini milk products.

Serial number Ratings No. of respondents Percentage

1 Highly dissatisfied 0 0%
2 Dissatisfied 1 1%
3 Neutral 14 14%
4 Satisfied 60 60%
5 Highly satisfied 25 25%

Analysis:
From the data obatined around 60% of the respondent gives rating of 4 out of 5 which is good
sign for the company along with 25% believes the rate of nandini milk products is 5 out of 5
and around 14% and 3% gives rating 3 ratings to the taste of the products.

4.9 Graph showing the responses regarding the taste of the nandini milk products.

70%

60%

50%

40%

30%

20%

10%

0%
highly dissatisified dissatisified neutral satified highly satisified

Interpretations:
From the above graph and table around 60% of the respondent gives rating of 4 out of 5 which
is good sign for the company along with 25% believes the rate of nandini milk products is 5 out
of 5 and around 14% and 3% gives rating 3 ratings to the taste of the products.

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4.10 table showing factor influence to buy nandini milk products

Serial number Ratings Ratings Percentage

Not good Average Good Very good Excellent
1 Price 20 20
2 Quality 10 10
3 Packing 20 20
4 Taste 50 50

Analysis:
From the data collected data the majority of the respondents are influenced by taste of nandini
milk products which accounts 50% along with 20% for both price and packing which rated as
excellent

4.10 Graph showing factor influence to buy nandini milk products

60%

50%
50%

40%

30%

20% 20%
20%

10%
10%

0%
price (excelent) quality(very good) packing(very good) taste (excelent)

Interpretation:
From the above collected responses the majority of the respondents are influenced by taste of
nandini milk products which accounts 50% respectively.

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4.11 Table showing the following sources that made respondents aware about nandini milk and
products
Serial number Various Sources No. of respondents Percentage
1 News papers 20 20%
2 Magazines 7 7%
3 Friends 35 35%
4 Relatives 16 16%
5 Television adds 22 22%

Analysis:
From the above data collected from respondents about 35% of the respondents aware about
nandini milk and products through friends and about 22% of the respondents are aware from
television ads and 20%, 16% and 7% respondents aware about nandini milk and products
through newspapers, relatives and magazines.

4.11 Chart showing the following sources that made respondents aware about nandini milk and
products?

16%
20%

7%

35%

NEWS PAPERS MAGAZINES FRIENDS RELATIVES TV ADDS

Interpretation:
From the above data collected from respondents about 35% of the respondents aware about
nandini milk and products through friends and about 22% respectively.

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4.12 Table showing satisfaction level of the respondents towards nandini milk and products

Serial number Satisfaction Level No. of respondents Percentage

1 Highly satisfied 32 32%
2 Satisfied 44 44%

3 Neutral 18 18%

4 Dissatisfied 4 4%
5 Highly dissatisfied 2 2%

Analysis:
From the data collected from the 100% respondents every respondents are satisfied about the
nandini milk and products

4.12. Chart showing satisfaction level of the respondents towards nandini milk and product

2%

4%

18% 32% Highly satisfied

Satisfied
Neutral
Dissatisfied
Highly dissatisfied

44%

Interpretation:
From the data collected a from the 100% majority of the respondent are satisfied and highly
satisfied where the dissatisfaction level towards nandini milk products are comparatively low

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FIELD STUDY REPORT 5TH SEM BBA

4.13. Table showing satisfaction level of the respondent’s towards quality of nandini milk and
products
Serial number Satisfaction Level No. of respondents Percentage
1 Highly satisfied 32 32%
2 satisfied 49 49%
3 neutral 17 17%
4 Dissatisfied 1 1%
5 Highly Dissatisfied 1 1%

Analysis :
From the above Table and Chart about majority of the respondents around 49% are satisfied
towards quality of nandini milk and products and 32% are very satisfied along with 17% are
neutral and 2% are dissatisfied and very dissatisfied.
4.13. Chart showing satisfaction level of the respondent’s towards quality of nandini milk and
products

1% 1%

17%

32%

49%

Highly satisfied satisfied neutral Dissatisfied Highly Dissatisfied

Interpretation:
From the above Table and Chart about majority of the respondents around 49% are satisfied
towards quality of nandini milk and products and 32% respectively.

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FIELD STUDY REPORT 5TH SEM BBA

4.14 Table showing Responses regarding packing problem of nandini milk and products

Serial number Packing Problem No. of respondents Percentage

1 yes 29 29%
2 no 48 48%
3 sometimes 23 23%

Analysis:

From the obtained information collected majority of the respondent about 48% does not face
the problem of leakage problems and 29% faces problems and 23% of respondent face the
leakage in nandini milk products.

4.14. Graph showing Responses regarding packing problem of nandini milk and products

60%

50% 48%

40%

29%
30%
23%

20%

10%

0%
yes no sometimes

Interpretation:
From the data collected majority of the respondent about 48% does not come across the problem
of leakage problems and 29% faces problems and 23% of respondent face the leakage in nandini
milk products respectively

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4.15 Table showing the fullfilment of customer expecation reagarding nandini milk products

Expectation No. of respondents Percentage

YES 85 85%
NO 15 15%

Analysis:
From the data collected about 85% of the respondents belive that nandini milk products fullfill
all their expecatation and around 15% respondent responded that there are not fully satsified

4.15 Chart showing the fullfilment of customer expecation reagarding nandini milk products

15%

85%

YES NO

Interpreatation:
From the data collected about 85% of the respondents belive that nandini milk products fullfill
all their expectation and around 15% respondent responded that there are not fully satsified for
some soecific reason

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4.16 Table showing the reason for purchasing nandini milk products

Serial number Reason No. of respondents Percentage

1 Easy availability 35 35%
2 Attractive packaging 9 9%
3 Regular supply 33 33%
4 Reasonable price 6 6%
5 Safety for consumption 17 17%

Analysis:
From the data collected majority of the respondents about 35% believes nandini milk products
are easily available and next highest 33% believes that there is regular supply and 17%, 9% 6%,
answered that nandini milk products are safety for consumption attractive packing and
reasonable price for the products .

4.16 Chart showing the reason for purchasing nandini milk products

Safety for
consumption, 17%

Easy availability,
35%
Reasonable price,
6%

Regular supply, Attractive

33% packaging, 9%

Interpretation:
From the data collected most of the respondents (35%) believes nandini milk products are easily
available and 17% of the respondent reason for purchasing nandini milk products is safety for
consumption.

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FIELD STUDY REPORT 5TH SEM BBA

4.17 Table showing the responses regarding satisfaction regarding the safety and health by
nandini milk products.

Serial number Safety And Health No. of respondents Percentage

1 yes 93 93%
2 no 7 7%

Analysis:
From the data collected from the respondent about 93% assumes that nandini products are
safety for health and 7% belives its not safe for consumption for some specific reasons.
4.17 Chart showing the responses regarding satisfaction regarding the safety and health by
nandini milk products.

70
62
60

50

40

30

20
15 15

10 5
3
0
highly satsified satisified neutral disatisified highly disatsified

Interpreatation:
From the above obatin information it is clear that majority that is 93% pf the repondents
belives that nandini milk and products are safety and healthy where as 7% belives that there
might be some issues towards health and safety by these products.

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4.18 Table showing the respondent interest in recommending nandini products to others

Serial number Recommend No. of respondents Percentage

1 yes 75 75%
2 No 18 18%
3 Maybe 7 7%

Analysis:
From the data collected from the 100 respondent about 75% of the respondents are interested
in recommending the nandini milk products to others and 18% may be recommend and 7%
unlikely to recommend the nandini milk products to others.

4.18 Graph showing the respondent interest in recommending nandini products to others

80%

70% 75%

60%

50%

40%

30%

20%
18%
10%
7%
0%
yes no may be

Interpretation:
From the information obtained it is clear about 75% of the respondents are interested in
recommending the nandini milk products to others and 7% may recommend others and 18%
of the respondent not interested to recommend the nandini milk products to others.

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Research hypothesis
Chi-Square Test
Frequencies
Satisfaction level of quality of nandini milk products
Observed Expected Residual
N N
Highly dissatisfied 1 10.0 -9.0
Dissatisfied 1 10.0 -9.0
Neutral 8 10.0 -2.0
Satisfied 24 10.0 14.0
Highly satisfied 16 10.0 6.0
Total 50

Customers satisfaction towards nandini milk

products
Observed Expected Residual
N N
Highly dissatisfied 1 10.0 -9.0
Dissatisfied 2 10.0 -8.0
Satisfied 9 10.0 -1.0
Neutral 22 10.0 12.0
Satisfied 16 10.0 6.0
Total 50

Test Statistics

VAR01 VAR02
Chi-Square 39.800a 32.600a
Df 4 4
Asymp.
.000 .000
Sig.
a. 0 cells (0.0%) have expected
frequencies less than 5. The
minimum expected cell
frequency is 10.0.

INTERPRETATION:
From the above information since the CHI-SQUARE TEST Satisfaction level of quality of
nandini milk products and customer satisfaction towards nandini milk products is
positiv39.80 and 32.60, there is relationship between two variables. Hence null hypothesis is
rejected and alternative hypothesis is accepted
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FIELD STUDY REPORT 5TH SEM BBA

Chapter 5
FINDINGS, CONCLUSION AND SUGGESTIONS
FIELD STUDY REPORT 5TH SEM BBA

5.1 FINDINGS
1. Majority of the respondent are male which accounts up to 62% and female is 38%.
2. 52% of the respondent age group is between 21-26, 10% respondent age varies from 15-
20 and 19% respondent ages in between 27-32 and rest respondent are above the age of
32.
3. Majority of respondent who’s qualification is post graduate and under graduate which
respectively 41% 36% and 10th, 12th, professional, and others respondents belong to are
2%, 8%, 8%, 6% respectively.
4. Majority of respondent occupation is student which accounts 47.9% of the total
respondents and second highest response is from self-employees that is 19.1 and private
–govt employee accounts about 14.9 and 17% respectively.
5. 100 of respondent have an idea about the nandini milk products.
6. Majority of respondent use nandini milk products and 1% may belong to own
consumption.
7. About 73% of the total respondents uses nandini milk products on daily basis.
8. Majority of respondent about 80% are using nandini milk and other 20% relies on other
brands like Amul, Hatsun, Thirumala, and own consumption.
9. This survey clearly shows about 60% of customers are happy with taste along with super
happy customers which contributes around 25%. .
10. Majority of the respondent about 57% concludes that nandini milk products are
affordable and 36. % thinks it is economical.
11. About 100% of respondent believes that nandini milk products are easily available in
the stores.
12. Majority of the respondent believes that newspapers and television are main source for
their information regarding nandini milk products.
13. Majority of the respondent around 44 are satisfied along with 32% of respondent are
highly satisfied with nandini milk products.
14. Around 23% respondent faced a problem of leakage are breakage and majority
respondent have not come across with these problems.
15. Majority of the respondent are interested to recommend the nandini milk products to
others which will have a positive impact on the organization.
16. Around 85% of the total respondent said yes to that nandini milk products will full fill
all their expectation.

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FIELD STUDY REPORT 5TH SEM BBA

17. Majority of respondent believes that nandini milk products are easily available and have
a regular supply.
18. Around 93% of the total respondent believes that nandini milk products are highly safety
along with good taste.

5.2 SUGGESTIONS

1. Products design can be improved which should suit present era which will result in sale
of the products.
2. Proper measure need to be taken regarding the packing and distribution which have an
direct impact on customer satisfaction.
3. Expansion of market in rural areas with reasonable pricing strategies.
4. There must be proper importance need to be given on the taste and flavors.
5. Customer satisfaction can be increased through making products available in every part.
6. Making necessary marketing strategies in order to gain competitive advantage over its
rivalries.
7. Pricing strategies need to carry to achieve proper balanced cost as well as profit.
8. In order to attract low income groups there must be reasonable discounts and other low
cost techniques.
9. Ensuring basic education to the retailer and wholesalers about the products and service
and ensure customers are treated fairly.
10. There must be no compromise related to taste quantity quality of the milk products.
11. Promotion of the nandini milk products in social media must be undertaken which will
have an effective and good impact on majority of the population and it can be used as
platform for promotion of its new products.
12. Though, KOMUL is much concerned with employee welfare and worked for it as well.
But still, it can work more for the need of employees by providing them better working
environment, education loans for children of needy employees and others.

13. Frequent training and development should be provided for making employees multi-
skilled and making organization able to cope with uncertainties in future. Training and
development programs should not be restricted to some departments alone. KOMUL
can conduct In-house training to impart soft-skills

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5.3 Conclusion:

On this study ,I tried to find out satisfaction level of the customer towards nandini milk
product offered by komul .This study has given a clear image that customer feel good
about product and service. We can clearly say products meet them and company
provides good quality of product and services. In addition it has been observed that
company need to improve its existing levels performance for better outcome.

From the following studies, we can conclude that komul has been serving Clients to
create an excellent image and trust between customers exceptionally well Most of them
are completely satisfied with the company's products and services.

The company can adopt customer friendly methods and train its sales staff to serve
customer in the best way possible. Customer retention should be Emphasizes and should
adopt policies to maintain reservations. A closer relationship should be developed with
customers to avoid brand turnover and ensure repeat sales.

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 FIELD STUDY REPORT 5TH SEM BBA

BIBILOGRAPHY
1. Fornell, Claes. "A national customer satisfaction barometer: the Swedish experience."
Journal of marketing 56.1 (1992): 6-21.

2. Lakni, W. A. K. I., and U. K. Jayasinghe-Mudalige. "Customer-defined quality of food: An

empirical investigation based on KANO Analytical methods for milk powder." Journal of
Agricultural Sciences–Sri Lanka 4.2 (2010).

3. Choi, MiKyung, SoHee Choi, and Songi Lee. "An assessment of customer satisfaction
towards university residence hall foodservice and subjective QOL (quality of life): focused on
the university students in Daegu, Gyeongbuk area." Korean Journal of Community Nutrition
14.1 (2009): 114-122.

4. Sumathi S. The customer perception towards marketing of different brands of packaged Milk.
International Journal of Research in IT & Management. 2015:36-43.

5. Shiralashetti AS, Hugar SS. Consumer Satisfaction with Special Reference to Milk
Consumers in Gadag City. ICFAI Journal of Consumer Behavior. 2007 Jun 1;2(2).

6. Jamwal, Mohit, and Akhilesh Chandra Pandey. "Consumer Behaviour towards cooperative
milk societies: A Study on measuring customer satisfaction of ‘Aanchal’milk (A Member Milk
Union of UCDF Ltd.)." IBWL 2020 (2014): 1-11.

7. Kariyawasam, S., U. Jayasinghe-Mudalige, and J. Weerahewa. "Use of Caswell’s

classification on food quality attributes to assess consumer perceptions towards fresh milk in
tetra-packed containers." Journal of Agricultural Sciences3.1 (2007).

8. Prasad, CS Jayanthi. "Brand endorsement by celebrities impacts towards customer

satisfaction." African journal of business management 7.35 (2013): 3630-3635.

9. Friedman, Hershey H., and Barbara Lewis. "Dynamic pricing strategies for maximizing
customer satisfaction." National Public Accountant 44, no. 1 (1999): 8-36.

WEBSITE REFERRED

1. WWW.KOMUL.COOP

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ANNEXURES
Questionnaire on “A study on customer satisfaction towards Nandini milk
and products at komul”
I am Ajay Kumar T S pursuing MBA at Acharya institute of technology, Bangalore. As I am
conducting survey on’ study on customer satisfaction towards nandini milk products at
komul” My request is to fill the below questionnaire
Part -A
Name
1) Gender
1. Male
Female
2) Age
1. 15-20
2. 21-26
3. 27-32
4. Above 32
3) Educational qualification
1. 10th
2. 12th
3. Under graduate
4. Post graduate
5. Professionals
6. Others
4) Occupation
1. Student
2. Self-Employee
3. Govt-Employee
4. Private-Employee
5. Others

Part - B
5) Have you heard about nandini products?
1. YES
2. NO
6) Does nandini products are easily available on stores?
1. Yes
2. No
FIELD STUDY REPORT 5TH SEM BBA

7) Are you using nandini milk? If no which brand of milk you use?
1. Yes
2. NO
If NO, mention which other brand
Amul
TIRUMALA
Local Milk supplier
Others
8) How often do you buy nandini products?
1. Daily
2. Once in two days
3. Weekly
4. Occasionally
9) Are you satisfied with the taste of nandini milk products?
1. Highly satisfied
2. Satisfied
3. Neutral
4. Dissatisfied

5. Highly dissatisfied

10) Which factor influenced you to buy the nandini milk product?

Not good Average Good Very good Excellent

Price
Quality
Packing
Taste

11) Which of the following source made you aware about nandini milk products?
1. Newspapers
2. Magazines
3. Friends
4. Relatives
5. Television adds
1. 12) Are you Highly satisfied
FIELD STUDY REPORT 5TH SEM BBA

2. Satisfied
3. Neutral
4. Dissatisfied
13) Highly dissatisfied Did you find any leakage or packing problem in any of nandini products?
1. Yes
2. No
3. Some times
14) How do you rate nandini milk products full fill all your expectation of the nandini milk
products?
1. Highly satisfied
2. Satisfied
3. Neutral
4. Dissatisfied
5. Highly dissatisfied
15) Would you specify the reason for purchasing nandini milk products?
1. Easy availability
2. Attractive packaging
3. Regular supply
4. Reasonable price
5. Safety for consumption
16) Do you think nandini milk products full fill all your expectation regarding health, safety
and taste?
1 Yes
2 no
17) Do you like to recommend nandini products to others?
1 Yes
2 no
3.may be

18) How would you rate quality of nandini products compared to competitors?
5. Highly satisfied
6. Satisfied
7. Neutral
8. Dissatisfied
9. Highly dissatisfied
FIELD STUDY REPORT 5TH SEM BBA

1.11 KOLAR-CHIKKABALLAPURA MILK UNION LIMITED,KOLAR.

PROFIT AND LOSS A/C & COST PARTICULARS FOR THE YEAR 2017-
18
PARTICULARS 2017-18 COST/Kg
QTY.PROCURED(Kg’s)à 353295953
Avg.KPD 967934

A. SALES 13746530871.40 38.91

B.MATERIALS CONSUMED:
Opening Stock 5374140323
Purchases 10871120782
Closing Stock 656026679
(Op.St+Pur-Cl.St) 10752508134.80 30.43
C. GROSS MARGIN(A-B) 2994022736.80 8.47
D. VARIABLE COSTS:
Proc.Trptn.Chgs 184350188.97 0.52
Processing Expenses 812882197.47 2.30
Packing Materials 718018330.43 2.03
Selling & Distbn Exps 336835798.62 0.95

TOTAL 2052086515.49 5.81

E. CONTRIBUTION(C-D) 941936221.11 2.67
F. FIXED COSTS
Technical Input Exps, 155213217.00 0.44
Staff Expenses 285307484.00 0.81
Admn.Exps & Taxes 127551869.79 0.36
NDP 11830589.00
Short Claims
TOTAL 579903159.79 1.64
G. PROFIT BEFORE 362033061.32 1.02
INTEREST(E-F)
H. INTEREST 10075139.98 0.03
I. CASH PROFIT from OPRN(G-H) 351957921.34 1.00
J. DEPRECIATION 117783312.51 0.33
Reserve for Bad & Doubtful
Debts
K. NET PROFIT from OPRN(I-J) 234174608.83 0.66
L. ADD: MISC INCOME 84395138.97 0.24
Profit Before Tax 318569747.80 0.90
Provision for Income Tax 115960000.00 0.33
Allocation to Infrastructure Fund 138055000.00
Allocation to Price Fluctuation 0.00
Fund
Profit after Tax 64554747.80 0.18
FIELD STUDY REPORT 5TH SEM BBA

BALANCE SHEET ABSTRACT FOR THE YEAR 2017-2018

PARTICULARS AS ON 31-03-17 AS ON 31-03-18

AMOUNT AMOUNT
SOURCES OF FUNDS: RS PS RS PS RS PS RS PS

SHARE CAPITAL 657533454.40 669554554.53

Reserves &Surplus 1236330343.72 1394138817.00
Loans 585747840.00 784549390.00
GOK Plan Funds 244306833.18 359731317.00
Profit & Loss A/c 32982099.84 64554747.8

Total 2756900571.14 3272528826.33

APPLICATI0N OF
FUNDS:
Fixed Assets
Gross Block 2284808834.9 3252945674.21
Less:-Depreciation. 6 1005787489.96
Net Block 868339165.12 1416469669.84 2247158183.25

Investments 42230127.00 57728538.00

Current Assets:
a. Stock 537414032.30 656026679.00
b. Trade Debtors 603092950.97 611048040.00
c. Cash & Bank Balances 431151262.71 370748509.90
d. Loans & Advances, 526659141.27 301103689.01
others

Total(a) 2098317387.5 1938926917.91

LESS: Current Liabilities
& Provisions(b) 800116612.95 971284812.83
Net Working Capital(a-b) 1298200774.30 967642105.08
Total 2756900571.14 3272528826.33