A STUDY ON CUSTOMER SATISFACTION IN RAMESH ELECTRICALS AND CONTRACTORS

1. 1
A STUDY ON CUSTOMER SATISFACTION IN RAMESH
ELECTRICALS AND CONTRACTORS
Submitted in partial fulfilment of the requirements for the degree of
Bachelor of Business Administration
BY

2. A Study On Employees Satisfaction in Proodle
Submitted in partialfulfillment of the requirements for the degree of
Bachelor of Business Administration
by
DECLARATION
I hereby declare that the thesis entitled “The study of employee’s satisfaction in the Proodle organization”
submitted by me, for the award of the degree of bachelor of business administration to is a record of bonafide
work carried out by me under the supervision of x
I further declare that the work reported in this thesis has not been submitted and will not be submitted, either
in part or in full, for the award of any degree or diploma in this institute or any other institute or university.
Place: xxx
Date: April 2019
Signature of the candidate

3. CERTIFICATE
This is to certify that the thesis entitled “The study of employee’s satisfaction in the Proodle
organization” submitted by X, for the award of the degree of Bachelor of Business Administration, is a
record of bonafide work carried
out by him under my supervision during the period, 01. 12. 2018 to 30.04.2019, as per
the X code of academic and research ethics.
The contents of this report have not been submitted and will not be submitted
either in part or in full, for the award of any other degree or diploma in this institute or
any other institute or university. The thesis fulfills the requirements and regulations of
the University and in my opinion meets the necessary standards for submission.
Place : Vellore
Date : April 2019 Signature of the Guide
Internal Examiner External Examiner
BBA

4. i
ACKNOWLEDGEMENT
I thank our Chancellor and Vice Presidents for providing an excellent environment and
infrastructure for successfully completing the program on Bachelors in Business
Administration.
I am grateful to our Vice-Chancellor and Pro-Vice Chancellor for being a great source of
inspiration and for constant motivation. I thank our Dean for providing all the required facilities
for completing the Project work.
My sincere thanks to our beloved Program Coordinator and other Faculty Members of for
shaping this Capstone project work.
I also like to express my heartfelt gratitude and appreciation,) for his painstaking efforts and
contributions to this project in providing me with valuable points, kind co-operation and
scholarly input in order to complete this project.
I would further like to thank my Faculty Advisor, for her invaluable support during the course
of the project. Finally, I would like to wind up by sincere thanks to Almighty and my dear
Parents for supporting me to finish this project.

5. ii
Executive Summary
Customer satisfaction is a fundamental marketing construct in the last three decades. In
the past, it was unpopular and unaccepted concept because companies thought it was more
important to gain new customers than retain the existing ones. However, in this present decade,
companies have gained better understanding of the importance of customer satisfaction and
adopted it as a high priority operational goal. This project entitled “A study on customer
satisfaction in Ramesh Electricals and Contractors” was carried out in lines of the objectives;
to know the purchase behavior and factors considered by customers before purchase of selected
products and services. The information was gathered through the survey of 200 respondents
with the help of structured questionnaire. Respondents residing at Vellore who have purchased
Products from Ramesh electrical were approached and their opinion was collected. The
collected data was analyzed using Frequency analysis, ANOVA, Regression Analysis,
Correlation Analysis and Chi-square test.

6. iii
TITLE PAGE NO.
Acknowledgment
Executive Summary
Table of Content
List of Figures
List of Tables
i
ii
iii
iv
v
CHAPTER 1
1.1 Introduction
1.2 Company Profile
1.3 Services
1.4 Review of literature
1.5 Research problem
1.6 Objectives of the study
1.7 Scope of the study
1
1
2
3
4
4
5
CHAPTER 2 2.1 Research Methodology
2.2 Limitations
2.3 Data analysis and Interpretation
6
7
8
CHAPTER 3 3.1 Findings
3.2 Suggestions
3.3 Conclusion
28
30
30

7. iv
References 31
Annexure 32
LIST OF FIGURES
Fig. no. TITLE Pg. no.
2.3.1 Age ( Percentage Analysis) 8
2.3.2 Education ( Percentage Analysis) 9
2.3.3 Gender (Percentage Analysis) 10
2.3.4 Occupation (Percentage Analysis) 11
2.3.5 Monthly income (Percentage Analysis) 12
2.3.6 Satisfaction of the respondents with the quality of the service provider. 13
2.3.7 Price variations of the product. 14
2.3.8
Explanation of the required purchase documents by the company to its
respondents.
15
2.3.9
Company helps in providing assistance for the completion of
documentation process. 16
2.3.10 Delivery of the product. 17
2.3.11 Attention provided during the delivery of the product. 18

8. v
2.3.12 Queries answered during the delivery process. 19
2.3.13 Satisfaction of the respondents with the quality of the product. 20
LIST OF TABLES
Table no. TITLE Pg. no.
2.3.1 Age (Percentage Analysis) 8
2.3.2 Education (Percentage Analysis) 9
2.3.3 Gender (Percentage Analysis) 10
2.3.4 Occupation (Percentage Analysis) 11
2.3.5 Monthly income (Percentage Analysis) 12
2.3.6 Satisfaction of the respondents with the quality of the service provider. 13
2.3.7 Price variations of the product. 14
2.3.8
Explanation of the required purchase documents by the company to its
respondents. 15
2.3.9
Company helps in providing assistance for the completion of
documentation process. 16
2.3.10 Delivery of the product. 17
2.3.11 Attention provided during the delivery of the product. 18

9. vi
2.3.12 Queries answered during the delivery process. 19
2.3.13 Satisfaction of the respondents with the quality of the product. 20
2.3.14 Correlation between initial purchase process and customer relationship 21
2.3.15 ANOVA 22
2.3.16 Pearson chi-square value 24
2.3.17 Symmetric measures 24
2.3.18 Directional measures 25
2.3.19 Regression model summary 26
2.3.20 ANOVA ( Regression Analysis) 26
2.3.21 Regression coefficients 26

10. 1
CHAPTER 1
1.1 INTRODUCTION:
Customer satisfaction is a term frequently used in marketing. It is a measure of how
products and services supplied by a company meet or surpass customer expectation. The
Marketing Accountability Standards Board (MASB) defines customer satisfaction as the
number of customers, or percentage of total customers, whose reported experience with a firm,
its products, or its services (ratings) exceeds specified satisfaction goals. In a competitve
marketplace where business competes for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.
The antecedents of satisfaction are studied from different aspects. The considerations
extend from psychological to physical and from normative to positive aspects .A customer
expectations about a product tells us how he or she anticipates how that product will perform
.Consumers have various types of expectations when forming opinions’ about a products
anticipated performance. Four types of expectations identified by Miller (1977): ideal,
expected, minimum tolerable, and desirable. Day (1977) indicated among expectations, the
ones that are about the costs, the product nature, and the efforts in obtaining benefits and lastly
expectations of social values. According to ESOMAR 2013 Global Market Research report,
customers/stakeholder research currently accounts for about 7% of all market research (by
value).This makes customer satisfaction one of the largest single categories of research.
1.2 COMPANY PROFILE:
Ramesh Electricals is an Emerging Engineering, Procurement, Management &
Construction Company in India. They provide services to End Clients, Project Management
Companies, Engineering Procurement & Construction companies and Plant System Vendors
& Equipment Suppliers. They provide Industrial and Commercial Installations, Maintenance
and Service for a broad range of public and private sector clients. Their services range from
general lighting and power through to major switchboard and electrical upgrades, Field
Instrumentation, Industrial automation in addition to building automation, and advanced
integrated installations.
They are among the leading traders, suppliers, distributors, wholesalers and importers
of this highly commendable and diverse range of Home Appliances. In order to maintain this
reputation, they procure the products from vendors, who engage in the utilization of high grade
raw materials and modern machines, in accordance with the set industry norms and guidelines.

11. 2
This ensures the product's performance and longer service life. Further, they offered range is
known to be marked at the most reasonable rate possible and is delivered in the timeliest
manner.
QUALITY ASSURANCE:
At the company, they give prime importance to customer satisfaction. For this, they
offer best quality products and services in confirmation to international standards. They have
trained vigilant experts to ensure the quality of the products. The consignments are thoroughly
checked before dispatched.
WORK TEAM:
They are highly skilled and experienced team of professionals .they help in the
attainment of several of the firm's predefined goals and targets. These professionals are hired
on the basis of their willingness and ability to perform. The professionals, for reasons of
managing the team's operations, in the best possible manner, have been sorted into a number
of highly operational units. Further, the division is commenced on the basis of their proficiency
in a specific vocation.
1.3 SERVICES:
Electrical engineering is a field of engineering that generally deals with the study and
application of electricity, electronics and electromagnetism. The field first became an
identifiable occupation in the late nineteenth century after commercialization of the electric
telegraph and electrical power supply. It now covers a range of subtopics including power,
electronics, control systems, signal processing and telecommunications. Electrical engineering
may include electronic engineering.
Where a distinction is made, usually outside of the United States, electrical engineering
is considered to deal with the problems associated with large-scale electrical systems such as
power transmission and motor control, whereas electronic engineering deals with the study of
small-scale electronic systems including computers and integrated circuits. Alternatively,
electrical engineers are usually concerned with using electricity to transmit energy, while
electronic engineers are concerned with using electricity to transmit information. More
recently, the distinction has become blurred by the growth of power electronics.

12. 3
Electrical Engineering is a broad field of engineering which deals with the science and
technology involving electricity, electronics, and electromagnetism to design, construct and
maintains products, services, and information systems.
1.4 REVIEW OF LITERATURE
CUSTOMER SATISFACTION
Consumers’ satisfaction has been considered one of the most important constructs
(Morgan et al., 1996; Mc Quitty et al., 2000), and one of the main goals in marketing (Erevelles
and Leavitt, 1992). Satisfaction plays a crucial role in marketing because it is a predictor of
purchase behaviour (repurchase, purchase intentions, brand choice and switching behavior).
Customer satisfaction has been defined in various ways, but the conceptualization,
which appears to have achieved the widest acceptance, is that satisfaction is a post-choice
evaluative judgment of a specific transaction” (Bastos and Gallego, 2008).
PRODUCT QUALITY
(MuhammedAshioni) 2005 “Quality is the constant development of the product the
meet up with the consumer needs with the least costs (Basics on total quality control &total
quality management”.
“Some of Product quality Criteria in automotive industry includes: Safety,
Comfortable and air pollution, Ergonomics Requirements (Working distance, Clearance,
Weight), Product design and Functional qualities, such as output or kilometer per liter
“(VVC, 2007; UNIDO, 2006; Wilhelm, 1993 and Falck et al, 2010
SERVICE QUALITY
According to Allred and Addams (2000), service quality is a significant issue in the
service industry, and more importantly, for financial service providers, who have difficulty
demonstrating to their customers the differentiation by products alone. Service quality is the
result of human interaction between the service provider and the customer. Marketers of
services realize that to successfully leverage service quality as a competitive edge, they first
need to correctly identify the antecedents of what the consumer perceives as service quality.

13. 4
CUSTOMER RELATIONSHIP
Payne and frow (2005) developed a structured framework of customer relationship
management that helps in clear understanding of customer relationship management and
how it increases the customer value and shareholder. The researchers have found out
theoretical aspects of customer relationship management, and they have identified 3
alternative perspectives of customer relationship management.
CUSTOMER SERVICE PRACTICES:
The objective of understanding the reasons of customer dissatisfaction and their
opportunities need to focus the strength of customer service practices. So, they improve the
area where they don’t meet the expectations of the customers (Garima Srivastava and Arun
Mittal,2013).Measuring customer satisfaction is the process of serving the customer and
responding faster and better than the competition. They identify to develop a questionnaire
under the dimensions and customer perceptions (Lotfollah Najjar and Ram R.Bishu,2006).
1.5 RESEARCH PROBLEM:
The project title is a study on customer satisfaction in Ramesh Electricals and
contractors. The main purpose of the study is to know about the parameters in the customer
satisfaction and its impact on customer satisfaction. The delivery process is the place where
the company faces errors, finding customer satisfaction will give clear vision. The parameters
taken in-to the study is initial delivery process, documentation process, customer relationship,
delivery process and quality.
1.6 OBJECTIVES OF THE STUDY:
The main objective of the study is
 To identify the impact of initial delivery process, documentation process, customer
relationship and the delivery process in the construction industry in India.
 To find out the association between occupation of the respondents and the product
preference.
 To identify the relationship between the initial purchase process and the relationship
with the customers.

14. 5
 To identify the variance between gender of the respondents and the customer
relationship, one customer relationship manager, information on the available products,
availability of the manager in clarification and the communication.
 To find the impact of relationship with the customers age, occupation, monthly income
and the most likely products.
1.7 SCOPE OF THE STUDY:
This research study helps to find the customer satisfaction and suggests improvements
in the customer service in the showroom. This study helps to identify the various parameters
in customer satisfaction. Finding solutions for improving the service which will increase brand
image and customer retention.

15. 6
CHAPTER 2
2.1 RESEARCH METHODOLOGY:
Type of research
A descriptive type of research was adopted in the study. The purpose of using
descriptive research is to study a phenomenon that occurs at a specific place and time.
Sample
The sample size of this study was 200 customers from Ramesh electrical and
contractors who were living in Vellore districts in Tamil Nadu, India were selected as target
respondents. The convenience sampling was adopted in this study.
Research Instrument
This study is purely empirical in nature; hence, questionnaire was used as an instrument
for data collection. The rationale behind using questionnaire is its cost effectiveness and
convenience. The researchers developed a well-structured questionnaire which consists of
demographic profile of the customers, documentation process, initial purchase process,
customer relationship, product delivery, customer loyalty.
Sources of Data
The information for the study was gathered through primary and secondary data.
Primary data collection was obtained through questionnaire and secondary data collection was
gleaned from journals, articles, research publications and magazines. The population for the
study comprises the customers from a selected construction firm in Tamil Nadu.
Data Analysis Procedures
Primary data collected from questionnaires are computed and analysed using SPSS
(Statistical Package for Social Sciences). Pearson’s Chi-square test was used to identify
whether two random variables are independent. The researchers attempted to find out the level
of association between the occupation and how often the products are preferred. Correlation
Analysis was used to discover the degree of relationship between independent variable and
dependent variable. Hence, the researchers were attempting to establish the relationship
between the customer satisfaction and the documentation process.

16. 7
The ANOVA was used to identify the significant variance between one independent
variable and many dependent variables. Therefore, the researchers attempted to discover the
variance between gender, customer relationship, one customer relationship manager,
information on all available products, communicate in the language preferred. Multiple
regression analysis was helpful to find out the important independent variables among all other
independent variables to predict the dependent variable. Therefore, the multiple regression
analysis was carried out to find out the relationship of the customers most likely products with
other variables like age, monthly income, occupation, documentation work, customer
relationship, delivery process, quality of the service provider.
2.2 LIMITATIONS OF THE STUDY
1. The examination is restricted to a specific area and a little examples of respondents
2. Respondents may give one-sided answers for the required information. A portion of the
respondents disliked to react
3. Sample size was limited to 200 respondents.

17. 8
2.3 DATA ANALYSIS AND INTERPRETATION
PERCENTAGE ANALYSIS
Age
Table 2.3.1
Age
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Below 25 40 19.8 20.0 20.0
25-40 40 19.8 20.0 40.0
40-55 80 39.6 40.0 80.0
Above 55 40 19.8 20.0 100.0
Total 200 99.0 100.0
Figure 2.3.1 Age
Inference
The above table and pie chart shows that the majority of the respondents is from the
age group of 40-55 (39.6%) and the rest of the respondents lies under 19.8% each.

18. 9
Education
Table 2.3.2
Education
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Under
graduation
20 9.9 10.0 10.0
Post graduation 20 9.9 10.0 20.0
others 160 79.2 80.0 100.0
Total 200 99.0 100.0
Figure 2.3.2 Education
Inference
From the above table and pie chart the majority of the respondents are other than the
under graduate and the post graduate (79.2%) and the rest of the respondents are under graduate
and post graduate (9.9%) each.

19. 10
Gender
Table 2.3.3
Gender
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Male 141 69.8 70.5 70.5
Female 59 29.2 29.5 100.0
Total 200 99.0 100.0
Figure 2.3.3 Gender
Inference
From the above table and pie chart the majority of the respondents are male (69.8%)
and other are females (29.2%).

20. 11
Occupation
Table 2.3.4
Occupation
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Proprietor 40 19.8 20.0 20.0
Government
employee
59 29.2 29.5 49.5
Student 41 20.3 20.5 70.0
Home maker 20 9.9 10.0 80.0
Private employee 40 19.8 20.0 100.0
Total 200 99.0 100.0
Figure 2.3.4 Occupation
Inference
From the above table and pie chart the majority of the respondents are government
employees (29.2%) and the second majority of the respondents are student (20.3%), the
proprietor (19.8%), the private employees (19.8%) and the rest of the respondents are home
makers (9.9%).

21. 12
Monthly Income
Table 2.3.5
Monthly Income
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid 5000-20,000 60 29.7 30.0 30.0
20,000-
35,000
41 20.3 20.5 50.5
35,000-
50,000
58 28.7 29.0 79.5
Above 50,000 41 20.3 20.5 100.0
Total 200 99.0 100.0
Figure 2.3.5 Monthly Income
Inference
From the above table and pie chart the majority of the respondents are from the income
groups 5000-20,000 (29.7%) and the second majority are from the income groups 35,000-
50,000 (28.7%), the rest are from the other income groups with 20.3%.

22. 13
Quality of the service provider
Table 2.3.6
Quality of the service provider
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Highly
satisfied
41 20.3 20.5 20.5
Satisfied 66 32.7 33.0 53.5
Neutral 63 31.2 31.5 85.0
Dissatisfied 30 14.9 15.0 100.0
Total 200 99.0 100.0
Figure 2.3.6 Quality of the service provider
Inference
From the table and pie chart it infers that 32.7% are satisfied with the quality of the
service provider, 31.2% stay neutral, 20.3% are highly satisfied and 14.9% are dissatisfied with
the quality of the service provider.

23. 14
Price variations
Table 2.3.7
Price variations
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Strongly
agree
31 15.3 15.5 15.5
Agree 74 36.6 37.0 52.5
Neutral 66 32.7 33.0 85.5
Disagree 29 14.4 14.5 100.0
Total 200 99.0 100.0
Figure 2.3.7 Price variations
Inference
From the table and pie charts it infers that 36.6% of respondents agree that price
variations are explained accurately, 32.7% stay neutral, 15.3% strongly agree and 14.4%
disagree that the price variations of the products are explained accurately.

24. 15
Explaining purchase documents
Table 2.3.8
Figure 2.3.8 Explaining purchase documents
Inference
From the table and pie charts it infers that 35.6% of the respondents agree that the
required purchase documents are explained in detail, 29.2% stay neutral, 21.8% strongly agree
and 12.4% of the respondents disagree that the required purchase documents are explained in
detail.
Explaining purchase documents
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Strongly
agree
44 21.8 22.0 22.0
Agree 72 35.6 36.0 58.0
Neutral 59 29.2 29.5 87.5
Disagree 25 12.4 12.5 100.0
Total 200 99.0 100.0

25. 16
Completing the documentation work
Table 2.3.9
Completing documentation work
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Strongly agree 35 17.3 17.5 17.5
Agree 57 28.2 28.5 46.0
Neutral 70 34.7 35.0 81.0
Disagree 36 17.8 18.0 99.0
Strongly
disagree
2 1.0 1.0 100.0
Total 200 99.0 100.0
Figure 2.3.9 Completing the documentation work
Inference
From the table and pie chart it infers that 34.7% of the respondents stay neutral with
the statement that the company provides assistance in completing the documentation work,
28.2% agree, 17.8% disagree and 17.3% strongly agree with the statement that the company
provides assistance in completing the documentation process.

26. 17
Product delivery
Table 2.3.10
Delivered at promised time
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid
Strongly
agree
43 21.3 21.5 21.5
Agree 69 34.2 34.5 56.0
Neutral 61 30.2 30.5 86.5
Disagree 27 13.4 13.5 100.0
Total 200 99.0 100.0
Figure 2.3.10 Product delivery
Inference
From the table and pie chart it infers that 34.2% of the respondents agree that the
products are delivered at promised time, 30.2% stay neutral, 21.3% strongly agree and 13.4%
of the respondents disagree with the fact that products are delivered at promised time.

27. 18
Attention provided during the delivery of the products
Table 2.3.11
Attention provided during delivery
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Strongly agree 39 19.3 19.5 19.5
Agree 57 28.2 28.5 48.0
Neutral 77 38.1 38.5 86.5
Disagree 26 12.9 13.0 99.5
Strongly
disagree
1 .5 .5 100.0
Total 200 99.0 100.0
Figure 2.3.11 Attention provided during the delivery of the products
Inference
From the table and pie chart it infers that 38.1% of the respondent stay neutral with the
statement that proper attention is provided during delivery of the products, 28.2% agree, 19.3%
strongly agree and 12.9% of the respondent disagree with the statement that proper attention is
provided during delivery of the products.

28. 19
Queries answered during the delivery process
Table 2.3.12
Queries answered during delivery process
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Strongly
agree
46 22.8 23.0 23.0
Agree 57 28.2 28.5 51.5
Neutral 63 31.2 31.5 83.0
Disagree 34 16.8 17.0 100.0
Total 200 99.0 100.0
Figure 2.3.12 Queries answered during the delivery process
Inference
From the table and pie chart it infers that 31.2% of the respondents stay neutral with
the statement that queries are answered during the delivery process, 28.2% agree, 22.8%
strongly agree and 16.8% of the respondents disagree with the statement that queries are
answered during the delivery process.

29. 20
Quality of the product
Table 2.3.13
Quality of the product
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Strongly
agree
37 18.3 18.5 18.5
Agree 71 35.1 35.5 54.0
Neutral 62 30.7 31.0 85.0
Disagree 30 14.9 15.0 100.0
Total 200 99.0 100.0
Figure 2.3.13 Quality of the product
Inference
From the table and pie chart it infers that 35.1% of the respondents are satisfied with
the quality of the product, 30.7% stay neutral, 18.3% strongly agree and 14.9% 0f the
respondents are disagree that the quality of the product is satisfactory.

30. 21
CORRELATION ANALYSIS
Relationship between response towards initial purchase process and the customer
relationship with the company.
Table 2.3.14
Correlations
Particulars
Initial
purchase
process
Customer
relationship
Initial purchase
process
Pearson
Correlation
1 .008
Sig. (2-tailed) .915
N 200 200
Customer relationship Pearson
Correlation
.008 1
Sig. (2-tailed) .915
N 200 200
Inference
To identify the relationship between the initial purchase process and the customer
relationship the Pearson’s correlation in Table 14 reads a value of 0.008 which shows that there
is a positive correlation between initial purchase process and the customer relationship.

31. 22
ANOVA
Variance between response towards the gender and the customer relationship, one
customer relationship manager,information on available products,availability of
manager in clarification and communicate in the language preferred.
H1 There is a significance variance between response towards gender and the customer
relationship
H2 There is a significance variance between response towards gender and one customer
relationship manager
H3 There is a significance variance between response towards gender and information on
available products
H4 There is a significance variance between response towards gender and availability of
manager in clarification
H5 There is a significance variance between responses towards gender and communicate in the
language preferred.
Table 2.3.15
ANOVA
Gender Sum of Squares Df Mean Square F Sig.
Customer
relationship
Between Groups 1.644 1 1.644 1.626 .204
Within Groups 200.176 198 1.011
Total 201.820 199
Onecustomer
relationship
manager
Between Groups 1.311 1 1.311 1.145 .286
Within Groups 226.644 198 1.145
Total 227.955 199
Information
on available
products
Between Groups .037 1 .037 .036 .850
Within Groups 204.043 198 1.031
Total 204.080 199
Availability of
manager in
clarification
Between Groups .148 1 .148 .163 .687
Within Groups 180.407 198 .911
Total 180.555 199

32. 23
Communicate
in the
language
preferred
Between Groups 1.358 1 1.358 1.500 .222
Within Groups 179.197 198 .905
Total 180.555 199
Inference
Table 15 shows that the significance value of customer relationship, one customer
relationship manager, information on available products availability of manager in clarification
and communicate in the language preferred at 0.204,0.286,0.850,0.687 and 0.222 respectively
which is greater than the p value 0.05 and hence H1,H2,H3,H4,H5 are accepted. Therefore
there is a significant variance between the customer relationship, one customer relationship
manager, information on available products, availability of the manager in clarification and
communicate in the language preferred. The same results were obtained with the corresponding
F values. Hence, there is a significant relationship between respondents gender and their
response towards customer relationship, one customer relationship manager, information on
available products, availability of manager in clarification and communicate in the language
preferred.

33. 24
CHI-SQUARE
Association between response towards occupation and how often the products are
preferred
H6: There is a significance association between occupations of the respondent and how often
do you prefer the products.
Table 2.3.16
Pearson chi-square value
Value df
Asymptotic
Significance
(2-sided)
Pearson Chi-Square 13.575 12 .329
Likelihood Ratio 13.296 12 .348
Linear-by-Linear
Association
.261 1 .609
N of Valid Cases 200
Table 2.3.17
Symmetric Measures
Value
Approximate
Significance
Nominal by
Nominal
Phi .261 .329
Cramer's V .150 .329
N of Valid Cases 200

34. 25
Table 2.3.18
Directional Measures
Particulars Value
Asymptotic
Standard
Error
Approximate
T
Approximate
significance
Symmetric .065 .049 1.311 .190
Lambda Occupation
department
.050 .050 .964 .335
Products
preference
duration
department
.081 .062 1.259 .208
Goodman
and Kruskal
tau
Occupation
department
.017 .010 .321
Products
preference
duration
department
.025 .014 .261
Inference
From table 18, the Chi-square reads a significance level of 0.261 at 95% confidence
level.It is greater than the hypothetical value of 0.05, hence H6 is accepted and there is
significant association between the occupation and the products preferred by the customers.
The cramers’s V 0.261 in table reveal that there is a moderate association between occupation
and the products preferred by the customers. The asymmetric lambda value 0.050 in table infers
that there is a 5.0% error reduction in predicting the response towards the products preferred
by the customers when the respondent’s occupation is known. If the lambda value increases,
then the dependent variable could be predicted more accurately. Hence, the researchers could
not predict more precisely the responses towards the products preferred by the customers when
the respondent’s occupation is known.

35. 26
MULTIPLE REGRESSION ANALYSIS
Multiple regression analysis for the response of customers most likely products
with age, occupation, monthly income, documentation work, customer relationship,
delivery process, quality of the service provided.
Table 2.3.19
Model summary
Model R R Square
Adjusted R
Square
Std. Error of
the Estimate
1 .123 .015 -.021 1.172
Table 2.3.20
ANOVA
Model
Sum of
Squares df Mean Square F Sig.
1 Regression 4.040 7 .577 .420 .889
Residual 263.835 192 1.374
Total 267.875 199
Table 2.3.21
Regression coefficients
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1 (Constant) 2.377 .526 4.516 .000
Age .056 .084 .049 .658 .511
Occupation -.038 .060 -.046 -.625 .532
Monthly Income .040 .057 .053 .704 .482
Documentation work .003 .088 .003 .036 .971
Customer relationship -.024 .085 -.021 -.284 .777
Delivery process .039 .088 .032 .440 .660
Quality of the service
provider
.080 .087 .068 .916 .361

36. 27
Inference
Regression analysis between responses of customer’s most likely products with age,
occupation, monthly income, documentation work, customer relationship, delivery process,
quality of the service provider.In the output of regression model, the value of B gives all the
coefficients of the model as follows:Y=2.377+0.056 (Age) -0.038 (Occupation) +0.040
(Monthly Income) +0.003 (Documentation work) -0.024 (Customer relationship) +0.039
(Delivery process) +0.080 (Quality of the service provider).The best predictor variable is the
quality of the service provider with a higher coefficient of 0.080.The occupation and customer
relationship has a negative coefficient value in the above regression equation.The age, monthly
income, documentation work, delivery process, quality of the service provider has a positive
coefficient. The documentation work category has a highest t-value 0.971 which is statistically
significant.

37. 28
CHAPTER 3
3.1 FINDINGS:
From the survey of 200 respondents it was found that:
 The above table and pie chart shows that the majority of the respondents is from the
age group of 40-55 (39.6%) and the rest of the respondents lies under 19.8% each.
 From the above table and pie chart the majority of the respondents are other than the
under graduate and the post graduate (79.2%) and the rest of the respondents are under
graduate and post graduate (9.9%) each.
 From the above table and pie chart the majority of the respondents are male (69.8%)
and other are females (29.2%).
 From the above table and pie chart the majority of the respondents are government
employees (29.2%) and the second majority of the respondents are student (20.3%), the
proprietor (19.8%), the private employees (19.8%) and the rest of the respondents are
home makers (9.9%).
 From the above table and pie chart the majority of the respondents are from the income
group 5000-20,000 (29.7%) and the second majority are from the income group 35,000-
50,000 (28.7%), the rest are from the other income groups with 20.3%.
 From the table and pie chart it infers that 32.7% are satisfied with the quality of the
service provider, 31.2% stay neutral, 20.3% are highly satisfied and 14.9% are
dissatisfied with the quality of the service provider.
 From the table and pie charts it infers that 36.6% of respondents agree that price
variations are explained accurately, 32.7% stay neutral, 15.3% strongly agree and
14.4% disagree that the price variations of the products are explained accurately.
 From the table and pie charts it infers that 35.6% of the respondents agree that the
required purchase documents are explained in detail, 29.2% stay neutral, 21.8%
strongly agree and 12.4% of the respondents disagree that the required purchase
documents are explained in detail.
 From the table and pie chart it infers that 34.7% of the respondents stay neutral with
the statement that the company provides assistance in completing the documentation
work, 28.2% agree, 17.8% disagree and 17.3% strongly agree with the statement that
the company provides assistance in completing the documentation process.

38. 29
 From the table and pie chart it infers that 34.2% of the respondents agree that the
products are delivered at promised time, 30.2% stay neutral, 21.3% strongly agree and
13.4% of the respondents disagree with the fact that products are delivered at promised
time.
 From the table and pie chart it infers that 38.1% of the respondent stay neutral with the
statement that proper attention is provided during delivery of the products, 28.2% agree,
19.3% strongly agree and 12.9% of the respondent disagree with the statement that
proper attention is provided during delivery of the products.
 From the table and pie chart it infers that 31.2% of the respondents stay neutral with
the statement that queries are answered during the delivery process, 28.2% agree,
22.8% strongly agree and 16.8% of the respondents disagree with the statement that
queries are answered during the delivery process.
 From the table and pie chart it infers that 35.1% of the respondents are satisfied with
the quality of the product, 30.7% stays neutral, 18.3% strongly agree and 14.9% 0f the
respondents are disagree that the quality of the product is satisfactory.
 There is a positive correlation between initial purchase process and the customer
relationship.
 There is a significant relationship between respondents gender and their response
towards customer relationship, one customer relationship manager, information on
available products ,availability of manager in clarification and communicate in the
language preferred.
 There is a moderate association between occupation and the products preferred by the
customers.
 Regression analysis reveals that the independent variable such as monthly income,
documentation work, delivery process, quality of the service provided has a positive
coefficient.

39. 30
3.2 SUGGESTIONS:
 As customers faced the delay in delivery of the products, delivering the product at
the promised time will increase the customer satisfaction which will further increase
the customer retention. The company can follow under promise over deliver
concept which will have a positive impact on delivery.
 As customers faced difficulty in the documentation process, it is important to
provide assistance during the documentation process for the convenience of the
customers.
 It is essential to have a healthy relationship with the customers which leads to
customer satisfaction.
 It is important to provide and to maintain a good quality products for the customers
which helps to create customer loyalty.
3.3 CONCLUSION
This research study deals with customer satisfaction. They study the various parameters
in customer satisfaction (initial purchase process, documentation process, customer
relationship, delivery process &quality) from the analysis, documentation process has strong
relationship with customer satisfaction among other parameters. The product quality and initial
purchase process plays a vital role in contributing to customer satisfaction. All the independent
variables have a positive impact on the customer satisfaction. Among all independent variable
documentation process and quality have more positive impact. Hence the overall research
outcomes indicate that all the parameters have positive relationship with the customer
satisfaction and the customer satisfaction level is also positive which show the high
performance of company.

40. 31
REFERENCES
Bastos, J A.R., and Gallego, P.M (2008). Pharmacies Customer Satisfaction and Loyalty:
A Framework Analysis. Journal of Marketing. Universidad de Salamanca
Dale & Plnkett, (1995). Quality costing, Chapman hall, London
Falck, A.C., Ortengren, R., and Hogberg, D., (2010). The Impact of Poor Assembly
Ergonomics on Product Quality: A Cost–Benefit Analysis in Car Manufacturing. Human
Factors and Ergonomics in Manufacturing & Service Industries, Wiley Periodicals, Inc.20 (1)
24-41
McQuitty, Finn, Wiley (2000) Systematically Varying Consumer Satisfaction
Systematically Varying Consumer Satisfaction and its Implications for Product Choice,
Academy of Marketing Science Review Volume 2000 No. 10
Morgan, M.J., Attaway, J.A. & Griffin, M. (1996) ― the role of product/service experience in
the satisfaction formation process: a test of moderation‖, Journal of Consumer Satisfaction,
Dissatisfaction and Complaining Behavior, vol .9, pp104–114.
Muhammed Aishoni, (2005). Basics on total quality control and total quality management,
Wilhelm, M. (1993). Materials used in automobile manufacture - current state
and perspectives. Journal de physique 111, Volume 3.
Accord Management Systems. (2004). Employee Engagement Strategy: A Strategy of
Analysis to Move from
Baumruk R., and Gorman B. (2006). Why managers are crucial to increasing engagement.
Dr. K. Balaji Mathimaran & Prof. Dr. A. Ananda Kumar (2014) Employee Retention Strategies
– An Empirical Research
Blessing White. (2006). Employee Engagement Report 2006 BlessingWhite, Inc. Princeton,
New Jersey.
Malavika Desai, BishakhaMajumda (2010) A Study on employee engagement in two Indian
businesses
Preeti Thakur (2009) On the Effect of Employee Engagement on Job Satisfaction in IT Sector
www.borjournals.com Blue Ocean Research Journals 31

41. 32
ANNEXURE
Dear Sir/Madam,
I am MOHAMED KITHER FATHIMA SAFREEN S(16BBA0052) a student pursing
B.B.A at VIT Business school, VIT Vellore have undertaken a project on “A STUDY ON
CUSTOMER SATISFACTION IN RAMESH ELECTRICALS AND
CONTRACTORS”, This research has been undertaken as a part of B.B.A curriculum under
Capstone project of Vellore Institute of Technology, Vellore. Hence for the completion, I
request you to provide the necessary information and I assure you that the information provided
by you will be kept highly confidential and used to this project only.
Thanking you,
MOHAMED KITHER FATHIMA SAFREEN S
(16BBA0052)

42. 33
QUESTIONNAIRE
1. AGE:
a. Below 25
b. 25-40
c. 40-55
d. Above 55
2. EDUCATION:
a. 12th Pass
b. Under graduation
c. Post graduation
d. Others
3. GENDER:
a. Male
b. Female
c. Others
4. OCCUPATION:
a. Proprietor
b. Government Employee
c. Student
d. Home maker
e. Private employees
5. MONTHLY INCOME:
a. 5000-20,000
b. 20,000-35,000
c. 35,000-50,000
d. Above 50,000

43. 34
6. Are you satisfied with the initial purchase process?
a. Highly satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Highly dissatisfied.
7. Are you satisfied with the documentation work?
a. Highly satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Highly dissatisfied
8. Are you satisfied with the customer relationship?
a. Highly satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Highly dissatisfied
9. Are you satisfied with the delivery process?
a. Highly satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Highly dissatisfied
10. Are you satisfied with the quality of the service provider?
a. Highly satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Highly dissatisfied

44. 35
11. Price variations of products are explained accurately?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
Based on documentation process
12. Company helps me in explaining the required purchase documents in detail?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
13. Company provides me assistance in completing the documentation work?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
Based on customer relationship
14. The organisation has one customer Relationship Manager for each customer?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

45. 36
15. The customer relationship manager has all information on all available products?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
16. The customer relationship manager is readily available in the case of clarification?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
17. The customer relationship manager is able to communicate in the language
preferred by the customer?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
Based on delivery process and delivery time
18. Product delivered at promised time?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

46. 37
19. Proper attention is provided by the company (customer focused) during delivery?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
20. Thorough explanations are provided during the delivery process (e.g. owner's
manual, features, service schedule, etc.)?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
21. Queries are answered during the delivery process for the doubts raised by the
customer?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
Based on quality
22. Quality of the product is satisfactory?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

47. 38
23. The product is as per the specifications explained during the initial purchase
process?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
24. After sales service provided is satisfactory?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
25. Actual delivery product doesn’t match with the demo product?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
Based on Customer Satisfaction
26. How often do you prefer the products from Ramesh Electricals?
a. Once in a month
b. Once in two months
c. Once in six months
d. Once in a year
e. Once in two years

48. 39
Based on Customer Loyalty
27. I often tell positive things about Ramesh Electricals to other people.
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
28. I shall continue to buy more products in Ramesh Electricals.
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
Based on customer Preference
29. What do you like about the product and services?
a. Consulting
b. Project effectiveness
c. Delivery on time
d. Quality of Product
e. Employee Responsiveness
30. What do you dislike about the product and services?
a. Consulting
b. Project effectiveness
c. Delivery on time
d. Quality of Product
e. Employee Responsiveness.