1

CHAPTER –ONE

INTRODUCTION

1.1 Background of the Study:

Introduction creates interest over research issue or subject. One can choose any of

the institution within the scope of the course of the BBS.A customer care is the part of

any institution, banking, department or factory which deals with customer and their

complaints and orders. Customer care helps organization deliver its services or

product in a way that allows the customer to access them in the most efficient, fair,

cost effective, and humanly satisfying and pleasurable manner possible. Customer

care is fundamental for a business to distinguish itself from its rivals. The department

is responsible for interaction with the final customer and hence it portrays the overall

image for any institution. Customer’s attitude towards any firm is determine mostly

by the response of customer care department and hence customer care is taken as the

key part in service industry. This report mainly focused on “Customer Care of Saatvik

Foods Pvt. Ltd.”. Customer care is the face of an organization and front office of any

organization. It is the most vital department where customer receive due cares and

makes and makes an early impression to the clients. The image and the reputation of

factory depend upon effective functioning of this department. The customer care

department is responsible for customer’s requirements and their needs. Saatvik Foods

Pvt. Ltd. the foods company which is located in DHARAN-16 Ganeshmanchowk.

According to the CEO Mr. Prasant Agrawal aims and objectives of a company is

biscuits provides healthy foods products in bakery categories like: Cookies, Cakes,

Muffins, and Toast etc. According to the fiscal year 2072/73 company have created
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10 distributors approximately which are located in the eastern region of Nepal. Now

the company is trying their best to distribute all the foods product all over the Nepal.

1.2 Problem of Statement:

The performance of employees in customer services is seen as a critical

dimension of quality for as far as the customer concerned, the employee performance

constitutes the services delivered. According to this study problem of statement

related to Saavik Foods are as below:

1. Why should we know about the customer satisfaction with the services

provided by Saatvik Foods?

2. What is the relationship between customer and services delivery?

3. What are methods being applied to collect feedback and to give response to

the customers?

Thus, these are the problems to be solved during the report work carried under the

objectives of it to meet the researcher objectives goals.

1.3 Objectives:

Research is carried out under the fulfillment of some objective or the achievement of

the desired goals on any topic. Without objective of doing anything, no any act can be

enact. The basic concept of the study is to provide us with an opportunity to acquire

practical knowledge. It helps to blend the theoretical knowledge and skill acquire in

the classroom with real life setting of the organization. The study conducted in the

project work on the topic, “customer care” focuses on the present position of Saatvik

Foods. In addition, having the depth knowledge on the financial position of the bank

is the main attempt. Similarly to this era, the objectives of performing out the report

as enlisted below:
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Objective of Choosing Saatvik Foods:

 To know the customer satisfaction level on the basis of price.

 To know the services offered to customer by Saatvik Foods.

 To identify the customer interaction procedure by Saatvik Foods.

 To investigate the relationship between customers and service delivery.

1.4 Significance or Importance:

Each and every aspect in the field of action has its own significance to

perform the act without the significance of any subject matter; it will not be effective

rather it will fall under the category of the improper action. Customer care is a very

important aspect in an organization because it focuses more on the ideas of customer

feedback and outputs as they are exposed with your product and services. Customer

care is essential part of the organization team and in fact, some organization do have

their own customer care department which aims to aid customers on their concerns,

queries, suggestion and complaints. Customer are the center of the organization that is

why one department should be established so to enable to hear their voice and

improve the sales, quality of services and delivery of efficient customer services

weather you are selling a product or a service. So, the significance of the study are as

follow:

 It helps to develop managerial skill.

 It provides information about the sales, quality of services to the customer.

 It helps to find out the customer data.

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 To aid customers on their concerns, queries, suggestion and complaints.

 To enable to hear their voice and improve the sales, quality of services.

 As research is based on reality data, it will guide valuable suggestion to

relevant authority on relevant matter.

 It will guide the juniors to carry out the project as a sample.

1.5 Report structure

Report structure is defined as the framework in which over all the performance

of the research is carried out from beginning till the end. In other words, it is defined

as the structural planning for carrying out the report in a systematic and scientific

way.

This research is carried out in the following structural framework such as :

 Chapter I – Introduction

In the course of BBS fourth year, Tribhuwan University has introduced

project

report. Introduction creates interest over research issue or subject. It includes

background of the study, problem of statement, objectives & importance or

significance.

 Chapter II - Review of the Literature

Chronological or categorical presentation of theoretical viewpoints related to

topic. It includes introduction, conceptual framework, and research gaps.

 Chapter III - Research Methods

Research design or approach (qualitative or quantitative); population and/ or

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Sampling, procedure of data collection & data analysis

 Chapter IV - Results and Findings

Presentation of result and finding of research work

 Chapter v– Discussion, Conclusion & Recommendation

Evaluating and interpreting the implication results obtained. Include

similarities

and differences between result obtained and the work of others. Present

implications of conclusion for practical application or future studies.

Thus, the research is based upon this structure in chronological order step-by-step

process. And this is the structure of my report.

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CHAPTER-TWO

LITERATURE REVIEW

2.1 Introduction of Literature Review

Review of literature is one of the significant parts of the research. It involves

reviewing some fundamental aspect of relevant literature. It is done before the

analysis of the report. Study of previous research works and books with the purpose

of knowing the research issue in detail and find out appropriate methodology is

known as literature review. So, it is written to present some knowledge regarding the

customer care. The purpose of literature review is to convey what knowledge and

ideas have been established on the topic in the past and what are their strengths and

weakness. The literature review of this report is of customer care. It contains the

definition given by various writer about the customer care given below:

2.2 Conceptual Framework:

“The buyer’s cognitive state of being adequately or inadequately rewarded for

the sacrifices he has undergone. (Howard J.A & Sheth J.N, 1969) customer

satisfaction is an emotional response to the experiences provided by, associated with

particular products or services purchased, retail outlets, or even molar patterns of

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behavior such as shopping and buyer behavior, as well as the overall market place.

(Reilly, 1983)

As a satisfactory post-purchase experience with a product or service given an existing

purchase expectation. (T.G, 1997)

“Customer satisfaction is an Ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

produce/service to produce/service”. (The Building Code of the City of New York )

This chapter highlight on the literature that is available regarding to this topic. In this

modern era world is not complete without the computer. So while writing report

reference from internet (website) was also taken. Especially to collect the data

different websites were downloaded in order to complete this research. Finally while

preparing this report a lot of reference were taken from the previous report. It helped a

lot while developing the structure of this report.

2.3 Research gaps:

Literature related to terms are taken from different sources like books, past record

report etc. which are overview and find out the research gap between the past

literature and present information. This report is related with the customer satisfaction

through customer service department. Under this report the emphasis has been given

to the customer feedback & expectation and perception, specialization of services and

the service offered to customer. The past literature related with the customer care is

focused on the major services such as: customer counseling, account opening, new

product, account closing.

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CHAPTER-THREE

RESEARCH METHODOLOGY

3.1 Concept of Research Method:

Research refers to the act of searching new knowledge through a repetitive and

systematic process. Research is conducted for two purpose; one is to enhance the

existing knowledge or to develop the new theory in the concerned field and the

second for identifying the problem and searching the solution of such problems.

(Adhakari, 2016)

Methodology is a set or system of methods, principles, and rules for regulating a

given discipline, as in the arts or sciences. There is a famous quotation about

methodology i.e. “Methodology gives those with no ideas something to do.”

Methodology refers to the various sequential steps adopted in a study. A systematic

method is required to pick out an actual result for any types of study. Likewise, in this

report also, there is certain method used. In this report for the data collection method,

both the primary as well as secondary information has been used.

3.2 Research Design:

Research formulates plan and framework for completing the research work since

beginning till the end known as Research Design. It incorporates the blue print for the

collection, measurement and analysis of data. It helps to allocate the limited resources

by posing crucial choices in methodology. It is the plan & structure of investing so

conceived as to obtain answer to research question. The plan is the overall program of

the research. It cycles from problem selection, data collection, measurement and

analysis and selection of methods of analysis data, draw conclusion and generalization
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of findings based on the availability of resources and tools. It present the work of

research serially from the beginning till the ends in a logical way.

According to Kerlinger F.N., “Research design is the plan, structure and strategy

of investigation conceived so as to obtain answer of research question and to control

variance.”

According to C.R. Kothari, “Research design is the conceptual structure within

which research is conducted. It constitutes the blue print for the collection,

measurement, and qualities of data.”

 From the analysis of above definitions, the following facts are found in the

research design.

1. It is the framework of research which helps to collection, measurement and

analysis of data.

2. It helps to select research methods considering to limited resources.

3. It is a plan and structure to find out the solution of the problem. It incorporates

the framework for hypothesis development and analysis of data.

4. Research design expresses both the structure of the research problem, the

framework, organization or configuration of the relationship among variables

of the study and plan of the investigation used to obtain empirical evidences on

those relationship.

5. It is the road map to start process and conclude the research work.
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3.3 Population & Sample:

Population

In research a population is not a demographic population but the entire

collection of all observation of interest i.e. people, object, or events as define by the

researcher. A researcher must specially define the target population – the entire group

about which they want to make the judgment. A researcher should find out the

characters of the population by the analysis of data collected from sample. Finding of

the research should be generalized in the population. Therefore the population should

be defined clearly.

Sample

A population is the entire collection of all observation of the interest for the

research. After the selection of subjects or problem for the study, it is very costly and

time consuming for the study of universe (entire population). Thus, to make easier to

the study, representative portion of the population is selected for the study that is

known as sample.

In this report, for the data collection method population & sample are collect

through the primary as well as secondary data. In primary data used are collected

formal as well as informal talks with the authorized persons. In the same manner, the

personal experience during report writing and other careful observations of different

activities and documents also acted as one of the major primary source of data. In

other word primary data was collected through observation and inquiry with the

employees of Saatvik Foods. On the other hand, secondary data are collected from the

past issues of annual reports of Saatvik Foods, newsletter published by Saatvik Foods,
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and other publication. Similarly, the different websites of factories, financial

institution, and other organization were also concerned for the secondary data.

3.4 Procedure of data collection:

A) Primary procedure of data collection:

Data developed by the researcher himself for the purpose of present research is

known as primary data. Primary data is used when secondary data is not available or

secondary data only is not sufficient to draw conclusion or to know the attitude and

behavior of individual or groups. Primary data can be collected using various method.

Those methods of collecting primary data are described below:

 Interview: The data are collected through the interview. Interview is the

verbal conversation between two people with the objective of collecting

relevant information for the purpose of research.

TYPES OF INTERVIEW

1. Personal Interview

2. Telephone Interview

3. Focus Group Interview

4. Depth Interview

5. Projective Techniques

Personal Interview was conducted, it a face to face two way communication

between the interviewer and the respondents. Generally the personal interview is

carried out in a planned manner and is referred to as ‘structured interview’. The

interview was conducted with CEO of Saatvik Foods Pvt. Ltd., Mr. Prashant Agrawal.
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Structured, semi-structured questions were presented which are applicable to the

ongoing research about the costumer’s service and satisfaction.

 Questionnaire: A Questionnaire is the formal list of questions designed to

gather response from respondents on a given topic, issue or event. Success of

questionnaire depends on the collection of necessary information. Some of the

questionnaire design to collect the information from the Saatvik Foods Pvt. Ltd. are

as follows:

 About their strategies?

 About the relationship between the costumers and service providing

employees?

 Data collection: satisfied and unsatisfied list of costumers on the product?

 How they treat their unsatisfied customers?

 What are the procedures they use for feedback collection?

 How can the costumers contact the company to make a complaint about the

product?

 How they response about the complaints of costumers?

 Observation: A method of collecting data where researcher observe, analyses,

and interprets the events or works personally is known as observation.

Researcher does not ask the questions but observes the events and keeps the

record of important information and facts. Besides collecting data visually,

observation involves listening, reading, smelling, and touching. It provides

insight information about any product, subject or event which helps to

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understand about those product, subject and events. Also various activities are

done through the simple observation of this report.

B) Secondary procedure of data collection

In every steps primary data cannot be used. Primary data collection is

impossible when there is lack of time and resource. Therefore secondary procedure of

data collection can be used. Data can be collected through various published and

unpublished sources. Publication report like published report by factory and other

private report. Unpublished report like dissertation thesis of student.

Telephone Survey:

The main process through which the Saatvik Foods Pvt. Ltd. Dharan collects

feedback is by direct contact with customers by the process of phone contact. A

telephone survey is one of the survey methods used in collecting data either from the

general population or from a specific target population. Telephone numbers are

utilized by trained interviewers to contact and gather information from possible

respondents. Phone surveys are ideal for data gathering which takes anyone from the

general population as potential respondents. This means that the contacted people will

become included in the sample once they agree to participate in the phone survey. The

CEO and the managers of the Saatvik Foods Pvt. Ltd. Dharan were contacted to gain

permission and to study the feedback and survey process conducted by the employee.

The target population was chosen based on availability of the employees and was
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asked structured questions and their feedbacks about the product and the suggestion

was noted and further taken for implementation. This develops good communication

between the customers and employees.

3.5 Data Analysis

Data collection is important work of research. Data helped to find out accurate

result. The generally data are classified as subjective and objective, qualitative and

quantitative, primary and secondary. Information or facts collected through record,

observation, and measurement is known as data. Thus, data does not only represent to

quantitative facts but it refers to video tapes, interview, record and photos. The first

work of research is data collection. Essential information for research is collected

through data collection procedures. Collection and analysis of appropriate and

accurate information helps to take right decision. Thus we shall collect information

carefully. The researcher should prepare data collection plan before the collection of

data.

According to Wikipedia, “Data analysis is a process of gathering modeling

and transforming data with the goal of highlighting useful information, suggestion,

conclusion and supporting decision making. Data analysis has multiple facts and

approaches, encompassing diverse technique under a variety of name, in different

business, science and social science domain.”

In this report the data are collected from both the primary and secondary and

are evaluate and interpreted so as to achieve the result. Such data are analyzed

interpreted using statistical, mathematical techniques which are provided by the

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factory. First of all raw data are to be arranged in a systematic order and we should be

analyzed using various statistical tools which are edited coded and classified into

different groups so as to reach the conclusion. Here, the data are classified and

grouped on the basis of its nature quality and trend. The data are classified on the

basis of zone wise which is known as geographical classification. It is made to

simplify the presentation of data.

3.6 Limitation of Research Method:

As the good aspects are followed by the bad aspects similarly, the report

carried out under the significance of the study is also followed by the limitations of

the study. In the course of study following major limitation were faced:

1. The time period within 30 days is not sufficient in order to understand the

factory activities in depth.

2. The complete information could not be available due to the securities reasons

of the factory.

Thus, these are the limitation of my report under which the whole research is to be

carried to satisfied the customer position of Saatvik Foods and hence the research is

not beyond it.

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CHAPTER-FOUR

RESULT AND FINDINGS

4.1 Data Presentation

The process of presenting the data after systematic and scientific arrangement

of the data via different geometrical figures is known as data presentation. Data

presentation is mainly performed in three steps. They are as follows:

 Firstly, the collected data are arranged in terms of rows and column in

systematic order is known as a table. Table creates the bases for the analysis of

the data.

 Secondly, the arranged data in the form of table are presented with the various

geometrical figures such as pie-chart, bar diagram, line graph, etc.

 Thirdly, the results obtained from the above two steps are described and

categorized along with the SWOT analysis of the results achieved after

calculation.
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Thus, data are presented following these all above mentioned steps. Here, down

below I also following the same steps for the data presentation of my research for

finding out the results.

 Number of monthly sales of the product:

Customer Data: Following table shows the name of products and the monthly sales

made by Saatvik Foods Pvt. Ltd. The data were provided from the company itself. It

shows the sales of cookies as highest at Rs.16, 400. Cakes at Rs.9, 500 and Buns at

Rs.3100 and Toast at Rs.3, 170

Product Monthly product Monthly sales

Cookies 16000 16400

Buns 3200 3100

Toast 3200 3170

Cakes 9600 9500

Total 36000 32170

Table No. 1: Sales of the product offer to customer

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18000 16400
16000
16000
14000
12000
9600 9500
10000 Monthly
production
8000 Monthly sales
6000
3 100
3200 3200 3170
4000
2000
0
Cookies Buns Toast Cakes

Figure No. 1: Sales of the product offer to customer

Here, Figure No.1 presents the data of the table no: 1 in the form of bar diagram .This

aids to visual and helps in clear understanding of the data. The largest bar is having

the maximum number of sales and the shortest bar is having minimum number of

sales.
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18000
16000
14000
12000
10000
Monthly production
8000 Monthly sales
6000
4000
2000
0
Cookies Buns Toast Cakes

Figure No. 2

Here Figure No.2 presents the data of the table no: 1 in the form of line diagram .This

helps in clear understanding of the data in simpler way. We can see the flow of data

line respective to maximum and minimum number of sales from the data.

Presentation by pie chart diagram:

Here Figure No.3 presents the data of the table no: 1 in the form of pie chart

diagram .This helps in clear understanding of the data in simpler way. We can

understand the data by looking at the chart in simpler way. This is the best way to

present the data. It can be express as:

sales∈ product wise

% of sales∈ production wise= × 100
total sales
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Now,

16400
cookies= ×100
32170

= 50.97%

3100
buns= ×100
32170

= 9.63%

3170
toast = ×100
32170

= 9.85%

9500
cakes= ×100
32170

= 29.53%

Now,

The % convert into degree

% of product wise sales

% converted into degree= ×360
100

50.97
cookies= ×360
100

=183.49°

9.63
buns= × 360
100
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=35°

9.85
toast = ×360
100

=35°

29.53
cakes= ×360
100

=106°

106°
183°

Cookies
Buns
Toast
Cakes
35°

35°

Figure-3

Pie chart of sales

The above figure shows that the number of sales degree of the product which is

offered to the customer is 183° in cookies and 106° in cakes and 35° in buns and

toast. We can conclude that large number of borrowing is from the cookies. There is

small number of borrowing from buns and toast and moderate in cakes.

 Customer satisfaction and dissatisfaction on the basis of price:

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From the various analysis of data here, we can find out the customer satisfaction

and dissatisfaction by the information given by the factory. 70% of customer are

satisfied and 30% of customer are dissatisfied according to the factory record this

month.

Here the monthly sales of 70% are satisfied customer and monthly sales of 30% are

dissatisfied customer. The data present below:

Customer data % Number

Satisfaction 70 22519

Dissatisfaction 30 9651

Table No.: 2

Customer Satisfaction

25000

20000

15000

Series1
10000

5000

0
satisfaction dissatisfaction

Figure No.: 4 Customer Satisfaction

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The above figure shows that the large no of customer are satisfied with the services

provided by the Saatvik Foods Pvt. Ltd. There are some customer who are not

satisfied but it is very difficult to make all the customer satisfied.

4.2 SWOT Analysis

The SWOT is an acronym use to describe the particular strength, weakness,

opportunity, and threats. SWOT analysis not only results in the identification of

corporation’s distinctive competencies but also identification of opportunities that

firm. So SWOT analysis helps us to know what the strength is and weakness of the

firm and what is the opportunities and threats in the external environment of the firm.

SWOT analysis of Saatvik Foods Pvt. Ltd. Is as follow:

Strength:

1. Effective and efficient plant and equipment.

2. Available in large flavors and varieties.

3. Attractive packaging that has caught the imagination of customer.

4. Experience and qualified employee at work.

Weakness:

1. Inadequate promotion of the product.

2. Lack of enough sales globally in the other places.

3. Increase in flavors does not imply increased shelf space and may lead to

cannibalization.

Opportunities:

1. To introduce the new and innovative product and services in the market.
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2. Developing market such as internet.

Threats:

1. Emerging the new factories which provides the similar services.

2. High competition

3. Imitation of the cookies by other investor around the market.

4.3 Major Findings:

The major finding of this report is to know the services offered to customer by

Saatvik Foods and also to identify the customer interaction procedure of Saatvik

Foods, also to investigate the relationship between customer and services delivery.

 We find out the services provided by the factory according to investigation it

is good.

 Huge numbers of customer are satisfied with their services.

 We have also found out the customer interaction through expectation and

perception of customer.

 Their process of interaction is simple by telephone survey rather than other

unconventional methods.

 During the data collection period, the staffs of the company were found to be

very calm and friendly which keeps major role in customer’s service.
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CHAPTER-FIVE

DISCUSSION, CONCLUSION AND RECOMMENDATION

Discussion

This chapter discussed the data analysis and interpretation with reference to the

company’s provided data. The aim of this study was find out the customers

satisfaction in Saatvik Foods Pvt. Ltd. This report in particular has made me know

about the various kinds of the services to the customer care of Saatvik Foods Pvt. Ltd.

has been offering. Customer feel satisfied when they are behave properly. Their quires

are needed to be answered in friendly way so as to retain them in the company.

Throughout the research period the lesson learned was to be familiar with the real

business practices. Beside this we have learnt the lesson that will be fruitful for future

which are as follow:

 To be punctual and regular in the working environment.

 To be hardworking and patient to the work assigned.

 To be friendly with the subordinates in the works.

 To be polite with the employee as well as to the customer.

Lastly, the factory has focused in improvements of the product quality through

customer’s feedback, expanding their business all over the Nepal. This study was

undertaken to examine the Customer’s Perception and Satisfaction.

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Conclusion:

The four year undergraduate course of business studies would have been

incomplete without some practical and professional exposure. Theory only gives a

brief reference about the course which won’t be sufficient for the student to boom out

in the real world. This report has been made me know about the various kinds of the

services provided to the customer. The factory has focused in improvement of

information technology, and has laid greater stress in improving the quality of

manpower. Huge number of customer are satisfied with their services.

 It is concluded from the study that majority of customers are satisfied of

the services offered by Saatvik Foods Pvt. Ltd.

 Customers perception is widely varied in accordance with the Customer care

by

company, customer’s satisfaction with dealers & customer’s satisfaction with

retailers.

 It is also concluded that the sales & production of product price and quality

has

significant role and impact on customers perception choice in selecting

products

(Cookies, Cakes, Buns, Toasts).

In this age of ever increasing competition, it is very important for Saatvik

Foods Pvt. Ltd to keep a constant eye on preferences and behavior of their customers

in order to capture the large untapped market both in rural and urban areas of Nepal.
 28

Recommendation:

Keeping in view of the present research study finding, the following

recommendation have been made.

 A similar study can be undertaken on a large scale with probability sampling

for generalizability.

 It will be beneficial for both the company and students if it properly carried out.

 To make an project report better a researcher would like to suggest that time

period of report should be extended.

 The company should also help students by finding the requirement of students

to perform effectively and efficiently.

 A project work program can play an important role to establish good

interpersonal relationship with the company and the manager, so it should be

cooperative.

.
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BIBLIOGRAPHY

Adhikari,D.R.& Pandey D.L . (2016). Business Research Method. kathmandu:

Asmita.

Howard J.A & Sheth J.N. (1969). The Theory of Buyer Behavior. New York: John

Wiley.

Reilly, W. a. (1983). The Vicious Circle of Consumer Complaints. Journal of

Marketing.

T.G, V. (1997). Improving your measurement of costumer satisfaction: A guide to

creating, conducting, analyzing and reporting costumer satisfaction

measurement programme. American Society for Quality .

The Building Code of the City of New York . (n.d.). 12.

Westbrook and Reilly. (1983). The Vicious Circle of Consumer Complaints (Vol.

48). Journal of Marketing.

www.merchant-accounts.com/merchant-accunt-glossary.htm. Accessed on

19.04.2010.

Www.Saatvik.Foods.com

www.google.com
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APPENDICES

Monthly Sales

Dharan= 600 cases

Tarahara= 300 cases

Itahari= 950 cases

Khadbari= 700 cases

Bhojpur= 500 cases

Hile= 600 cases

Damak= 600 cases

Birtamod= 600 cases

Illam= 200 cases

Taplegung= 300 cases

Phikal= 700 cases

Ineruwa= 250 cases

Rajbiraj= 500 cases

Lahan= 600 cases

Mirchiya= 300 cases

Janakpur= 600 cases

Lalbandi= 300 cases

Hetauda =600 cases

Narayanghat =750 cases

Butwal =500cases
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Agrakhachi = 400 cases

Pokhara =600 cases

Kathmandu =3500cases

Customer data Monthly production Monthly sales

Cookies 16000 16400

Buns 9600 9500

Toast 3200 3100

Cakes 3200 3170

Total 32000 32170

Sources: Monthly report of sales of Saatvik Foods