Article 1

Download as pdf or txt
Download as pdf or txt
You are on page 1of 41

A STUDY ON CUSTOMER SATISFACTION LEVEL

TOWARDS TO BRITANNIA PRODUCT


Submitted in partial fulfillment of the requirement for the rewaed of

BACHELOR OF COMMERCE

BY

KALAIVANI.J

39740021

BACHELOR OF COMMERCE

SCHOOL OF MANAGEMENT STUDIES

SATHYABAMA

INSTITUTE OF SCIENCE AND TECHNOLOGY

(DEEMED TO BE UNIVERSITY)

Accredited with Grade “A” by NAAC I 12B Status by UGC I Approved by AICTE

Jeppiaar Nagar, RAJIV GANDHI SALAI, CHENNAI - 600 119

MAY 2022
SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY

(DEEMED TO BE UNIVERSITY)
Accredited with “A” grade by NAAC I 12B status by UGC I approved by AICTE
www.sathyabama.ac.in

SCHOOL OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of J.Kalaivani (39740021)
who has done the Project work entitled A STUDY ON THE BENEFITS OF EMI SCHEME
WITH SPECIALIZED IN BAJAJ FINSERV LTD under my supervision from december
2021 to February 2022.

Dr.N. MATHAN
Internal Guide

Dr. BHUVANESWARI G.
Dean, School of Business Administration

Submitted for Viva voce Examination held on

InternalExaminer ExternalExaminer
DECLARATION

J.KALAIVANI (39740021). Hereby declare that the Project Report entitled


“A STUDY ON CUSTOMER SATISFACTION LEVEL TOWORDS TO
BRITANNIA PRODUCT” done by me under the guidance of Dr.
MATHAN.N, MBA, MPhil, PhD. Assistant Professor, School of Business
Administration is submitted in partial fulfilment of the requirements for the
award of bachelor of commerce degree.

DATE:

PLACE: CHENNAI J.KALAIVANI

2
ACKNOWLEDGEMENT
I am pleased to acknowledge my sincere thanks to Board of Management
of SATHYABAMA for their kind encouragement in doing this project and
for completing it successfully. I am grateful to them.

I convey my sincere thanks to Dr. BHUVANESWARI G., Dean, School of


Business Administration and Dr. PALANI A., Head, School of Business
Administration for providing me necessary support and details at the right
time during the progressive reviews.

I would like to express my sincere and deep sense of gratitude to my


Project Guide Dr. MATHAN .N, Assistant Professor of the Department,
School of Management for his valuable guidance, suggestions and
constant encouragement paved way for the successful completion of my
project work.

I wish to express my thanks to all Teaching and Non-teaching staff


members of the School of Business Administration who were helpful in
many ways for the completion of the project.

J.KALAIVANI

3
TABLE OF CONTENTS

CHAPTER TITLE PAGE


NO
NO.

TABLE OF CONTENTS 4-5

LIST OF TABLES 7

LIST OF CHARTS 8

ABSTRACT 6

1 INTRODUCTION

1.1 Introduction 9

1.2 Industry Profile 10

1.3 Need for the Study 10

1.4 Scope of Study 10

1.5 Objectives of the Study 11

2 REVIEW OF LITERATURE 12

3 RESEARCH METHODOLOGY

3.1 Research Methodology 13

3.2 Research Process 13

4
3.3 Type Of Research 14

3.4 Data Collection 14

3.5 Questionnaire Preparation 14

3.6 Pilot Study 15

3.7 Sample Size 15

3.8 period of study 15

3.9 Percentage analysis 15

4 DATA ANALYSIS AND 16-33


INTERPRETATION

5 FINDINGS, SUGGESTIONS AND


CONCLUSION

5.1 Findings of the Study 34

5.2 Suggestions 35

5.3 Conclusion 35

APPENDIX – I (Questionnaire) 37-40

REFERENCES 36

5
ABSTRACT

India is the world’s largest food producer Indian food processing has grown
substantively over the years. food products demand in India has increased
dramatically in both rural and urban sectors. However, as a larger
population is migrating from rural areas to cities. Thus, creates greater
demand for food products. Tamil Nadu state is the one of the ten largest
food producing states in India. In the state, major food product contributor
is britannia, a Tamil Nadu- based food producer’s union, procures food,
processes it and sells biscut and dairy products to customers. This paper
analyses customer preference over the britannia with special reference to
the erode district. The aim of the study is reveal customer preference over
britannia products based on their age, education qualification, and monthly
income of the customer’s family. It also depicslevel of satisfaction about the
product using simple percentage analyses.

6
LIST OF TABLES

TABLE NO PARTICULARS PAGE NO


4.1 Age of respondents 16
4.2 Gender of respondent 17
4.3 Education qualification of respondent 18
4.4 Buying experience of customer 19
4.5 Income level of respondent 20
4.6 What do you prefer 21
4.7 Are you aware of brand biscut product 22
4.8 How you know this product 23
4.9 What do you most like in britannaia 24
product
4.10 How available britannia product 25
4.11 In britannaia product what you like more 26
4.12 Which type of britannaia biscut do you 27
prefer to
buy
4.13 Dose britannaia products suit your budget 28
4.14 Are you agree that all product available in 29
shops
4.15 Are you our satisfied our britannaia 30
product

7
LIST OF CHART

CHART PARTICULAR PAGE


NO NO
4.1 Age of respondents 16
4.2 Gender of respondent 17
4.3 Education qualification of respondent 18
4.4 Buying experience of customer 19
4.5 Income level of respondent 20
4.6 What do you prefer 21
4.7 Are you aware of brand biscut product 22
4.8 How you know this product 23
4.9 What do you most like in britanniaproduct 24
4.10 How available britannaia product 25
4.11 In britannaiaproduct what you like more 26
4.12 Which type of britannaia products do you 27
prefer to
buy
4.13 Dose britannaia products suit your budget 28
4.14 Are you agree that all product available in 29
All shop
4.15 Are you satified our britannaia product 30

8
Chapter 1

introduction

the company was established in 1892 by a group of british businessmen with an


investment of 295 .

initially biscuits were manufactured in a small house in central Kolkata .


later the enterprise was acquired by the gupta brothers mainly nalin Chandra gupta an
attorney, and operated under the name v.s. Britannia received the Most Respected
Company Award 2011 from Businessworld. Bourbon received the Most Popular
Confectionery Product Preferred By Youth (Biscuit) Award. Britannia Bread launched
its new range of Health Breads in Delhi in November. Britannia Industries limited is an
Indian multinational Fast Moving Consumers Goods (FMCG) company. The company
headquarter is in Calcutta, West Bengal, India. It is one of the India’s leading food
companies with a 100 year legacy.

Britannia is among the most trusted food brands, and manufactures India’s favorite
brands like Good Day, Tiger, NutriChoice, Milk Bikis, and Marie gold which are household
names in India. Britannia’s product portfolio includes biscuit, breads, cakes, rusk and
dairy products. It is the largest third brand in the organized bread market.

Products
• Biscuits
• Breads
• Rusk
• Cakes
• Dairy
• Cream wafers
• Croissant

History
• 1892 : Britannia Industries Limited established.
• 1918 : Company incorporated as Britannia Biscuit Company Limited.
9
• 1954 : the company developed of high quality sliced and wrapped bread in India.
• 1955 : Britannia launched Bourbon Biscuits which is very famous.
• 1963 : company expands its business and Britannia cakes hit the market.
• 1986 : the company launched The Good Day Biscuits.
• 1989 : Britannia executive office moved to Bengaluru.
• 2012 : Britannia was awarded ‘The Global Performance Excellence Award’ by Asia
Pacific Quality Organization.
• 2016 : the company launched cake Biscotti.
• 2017 : Britannia entered into a Joint Venture Agreement with Chipita S.A., a Greek
Company, for the manufacture and sale of ready to eat Delicious Croissants.

Chairman

Britannia Industries Limited chairman is Nusli N Wadia. He was born on 15 February 1944 at
Mumbai. He is son of Neville Wadia and Dina Wadia. Wadia was born in a rich family and
married to Maureen Wadia and blessed with two sons, Ness Wadia and Jehangir Wadia. He
has experienced over 30 years. Nusli is very passionate towards his work and hard working
person.

Networth

Britannia Industries Limited is an Indian Consumer goods company. In 2020, the company
revenue is Rs.11,322.11 crore. Britannia delivers its products in all over the world. The
company is focused on consumer satisfaction and providing world class quality to the
customers.

10
INDUSTRY PROFILE:

POINTS INFORMATION
Product brand name britannia
Founder /owner Nuslinwadia

Date of 1892
establishment
Establishment place Calcutta, bengaluru
Revenue 17 billion
Registered Address 5/1A Hungerford
street, Kolkata wb
700017 in

Telephone No. 18004254449


Company Status Active
Website www.britannia.co.in.com

NEED OF THE STUDY:


• There are several issue on customer preference and satisfaction
level to words the expectation.
• The organization to become a happy place to work if employee
work is fully satisfied with customer expectation.
• An individual feels motivated in the company , when they came
to know preference and achived.
• When the relationship between employees and customer
become healthy then problem will not arise.

11
SCOPE OF STUDY:

• To maintain harmonious relation between employees and


customer
• To safeguard the interest of customer to satisfy them

• To avoid the customer conflicts and want to satisfy their


expectation
• Developing customer relation in an society

12
OBJECTIVE OF THE STUDY:

PRIMARY OBJECTIVE:
The objective of this study was to determine the customer preference
and satisfaction level to words the expectation on the effectiveness
of customer relationship management practice in britannaia product.

SECOUNDARY OBJECTIVE:
• To study about the customer relationship management among
britannaia company.
• To know about how conflict managed and remedial measures
incorporated.
• To understand the transparency in communication among customer.
• To provide suggestions and recommendations for the customer
relationship practices.

13
CHAPTER 2

REVIEW OF LITERATURE

S. Ramya department of commerce. A&F,sri krishna arts and sciences


college. Kuniya muthur , coimbatore , tamilnadu , india . she has analyzed
that the special to reference to Brittany products. the process used to
collect information and data for the purpose of making business
discussion they methodology may include publication research,
interview, survey and other research techniques and could include both
Present and historical information. the primary data was collected
through questionary from the dealers of Brittany products.
Deepshikha gupta batch 2015 to 17 under guidance of prof Sushant
nanda
Universal business school mumbai(karjat).
The primary objective of study was to find Brittany products the
secondary objective was find customer response towards.

14
CHAPTER-3

RESEARCH METHADOLOGY:

Research is the process of systematic and in- depth study of any particular
topic, subject or any are of investigation backed by collection, compilation,
presentation and interpretation relevant data’s in detail.

RESEARCH PROCESS:
In research process, the first and foremost step is defining and selecting a
research problem. A Researcher should at first find the problem. Then he
should formulate it so that it becomes susceptible to research. For a
systematic presentation, the process of research may be classified under
three stages- primary stages, secondary stage, and the tertiary stage.

15
THE PRIMARY STAGE INCLUDES:
• Observation
• Interest
• Formulating research problems
• Documentation
• Research designs

THE SECONDARY STAGE INCLUDES:


• Project planning
• Data collection
• Questionnaire preparation
• Analysis of data
• Testing of hypothesis
• Interpretation
• Questionnaire preparation.

16
TYPE OF RESEARCH:
DESCRIPTIVE RESEARCH:
Descriptive research has been used, it involves survey and fact finding
enquiries if different kinds, the purpose of descriptive research are the
descriptive of stage of affairs, as it exists at present.

PROJECT PLANNING:
Project planning is the first step in actually conducting & directing a
research Project. It is one of the most important tasks of researcher. This
includes formulation of the researcher objectives & goals and determining
ways of achieving them.

DATA COLLECTION:
Data collection is one of the most important aspects of research. The
information research methodology must be accurate and relevant, The data
collection method can be classified into two methods.

PRIMARY DATA:
Questionnaire method have been used as a tool for a data collection in this
research.

SECONDARY DATA:
Secondary data means data that are already available i.e., they refer to
data which has already been collected and analyzed by someone else. The
secondary data for the study was collected google scholar wensite and
magazines.

QUESTIONNAIRE PREPARATION:
The basic requisite of any research study is the appropriate data which can
be collected with the help of a schedule or questionnaire. With the help of
questionnaire it is easy to determine the involvement level of so many
employees in the organization.

17
PIOLET SURVEY:
Before collecting the relevant data to test the hypothesis, it is essential to
ascertain the applicability of the instrument to the population being studies.
Hence, a pilot study was undertaken with an objective to evaluate the tools
prepared for the study and to find whether they are providing the
information required.

SAMPLE SIZE:
The sample size for this survey is 91.

PERIOD OF STUDY
The period of study is from december 2021 to February 2022 with is three
month of study.

PERCENTAGE ANALYSIS
Research questions are always answered with a descriptive statistic:
generally, either percentage or mean. Percentage is appropriate when it is
important to know how many of the participants gave a particular answer.
Generally, percentage is reported when the responses have discrete
categories.

18
CHAPTER-4
DATA ANALYSIS AND INTERPRETATION
The following consist of the data analysis and interpretation of my
questionnaire

4.1 survey analysis of data


TABLE4.1
Age Percentage
Below 25 58.2
25-35 19.8
36-45 13.2
Above 46 5.5
26 2.2
19 1.1

19
INTERPRETATION;
From the above table interpreated that 58.2% respondents are below
25.19.8% are between 25-35age ,13.2% are . between 36-45, majority of
58.2% respondents are between the age of below 25

Table 4.2 gender of respondents

Gender No, of. respondents Percentage


Male 60 59.3
Female 40 40.7

20
INTERPRETATION;
From the above table interpreated that 60% was respondent
male,40% was respondent female. Majority 60% respondents was male.

TABLE 4.3 EDUCATION QUALIFICATION


Education Percentage
10thu 13.5
12thu 13.5
Degree 67.4
Diploma 5.6

21
INTERPRETATION;
From the above table interpreated that 67.45 respondent degree
person and 13.5% was respondent 12thu , and 13.5% was respondent
10thu, majority of respondent 67.4% is degree person.

22
TABLE 4.4 BUYING EXPERIENCE OF CUSTOMER
NO.OF.YEARS Perecentage

1 year 25.3
1-5 year 42.9
5-10year 31.9

INTERPRETATION;
From the above table interpreated that 42.9% respondent 1-5year
and 31.9% was respondent 5-10year , and 25.3% was respondent 1 year,
majority of respondent 42.9% is 1-5 year of experience.

23
TABLE 4.5 INCOME LEVEL OF RESPONDENT
Income level Perecentage
Less than 5000 16.9
5000-10000 32.6
10000-15000 29.2
More than 15000 21.3

INTERPRETATION;
From the above table interpreated that 32.6% respondent 5000-
10000 and 29.2% was respondent 10000-15000 , and 21.3% was
respondent more than 15000 and 16.9% was respondent less than 5000,
majority of respondent 32.6%
is 5000-10000.

24
TABLE 4.6 WHAT DO YOU PREFER
What do you prefer Percentage
Good day 47.3
Milky bikkies 17.6
Fifty fifty 15.4
Mary gold 12.1
Others 7.7

INTERPRETATION;
From the above table interpreated that 47.3% respondent prefer
good day and 17.6% was respondent prefer milk bikes, and 15.4% was
respondent prefer fifty fifty and 12.1% was respondent prefer marry gold
and 7.7% was preferd others, majority of respondent 47.3% is prefer
good day

25
TABLE 4.7 ARE YOU AWARE OF BRITANNIA BRAND
PRODUCT
Aware of product Percentage
Yes 62.6
No 37.4
.

INTERPRETATION;
From the above table interpreated that 62.6% respondent YES
and 37.4% was respondent NO , , majority of respondent 62.6% is YES.

26
TABLE 4.8 HOW YOU KNOE THIS PRODUCT
HOW YOU KNOW THIS PRODUCT PRECENTAGE
Advertisment 36.3
Reference 24.2
Own experience 31.9
New paper 7.7

INTERPRETATION:
From the above table interpreated that 36.3% respondent
advertisment and 31.9% was respondent own experience , and 24.2% was
respondent reference and 7.7% was respondent news paper, majority of
respondent 36.3% is advertisement.

27
TABLE 4.9 WHAT DO YOU MOST LIKE IN BRITANNIA
PRODUCT
WHAT DO YOU MOST LIKE IN Percentage
britannia
Taste 38.5
Quantity 37.4
Price 24.2

INTERPRETATION:
From the above table interpreated that 38.5% respondent Taste
and 37.4% was respondent Quantity , and 24.2% was respondent price,
majority of respondent 38.5% is Taste

28
TABLE 4.10 HOW BRITANNIA PRODUCT AVAILABLE
HOW PRODUCT ARE AVAILABLE PERCENTAGE
Easily available 60.4
Occasionally 27.5
Not easily available 12.1

INTERPRETATION:
From the above table interpreated that 60.4% respondent Easily
available and 27.5% was respondent Occasionally , and 12.1% was
respondent Not easily available, majority of respondent 60.4% is Easily
available.

29
TABLE 4.11 IN BRITANNIA PRODUCT WHAT YOU LIKE MORE
WHAT DO LIKE MORE PERCENTAGE
Fifty fifty 26.4
Milk bikey 33
Mary gold 28.6
Good day 12.1

INTERPRETATION:
From the above table interpreated that 26.4% respondent fifty fifty
and 33% was respondent milk bikey , and 28.6% was respondent mary
goldproduct, 12.1% was respondent good day , majority of respondent
33% is fifty fifty

30
TABLE 4.12 WHICH TYPE OF BRITANNIA PRODUCTS DO
YOU PREFER TO BUY
WHAT TYPE OF MILK PERCENTAGE
BISCUT 41.1
CAKES 34.4
DAIRY PRODUCTS 24.4

INTERPRETATION:
From the above table interpreated that 41.1% respondent
biscuit and 34.4% was respondent cake , and 24.4% was respondent
Double toned, majority of respondent 41.1% is full diary products.

31
TABLE 4.13 DOSE BRITANNIA PRODUCTS SUIT YOUR
BUDGET? IF YOU MEAN TO WHICH EXTENT
SUITABLE FOR BUDGET PERCENTAGE
Excellent 35.2
Good 50.5
Fair 14.3

INTERPRETATION:
From the above table interpreated that 35.2% respondent Excellent
and
50.5 % was respondent good , and 14.3% was respondent Fair, majority of
respondent 50.5% is good

32
TABLE 4.14 ARE YOU AGREE THAT ALL PRODUCT
AVAILABLE IN STORES
AVAILABLE IN shops PERCENTAGE
Agree strong 44
Agree moderately 36.3
Disagree strong 19.8
Disagree moderately 9.9

INTERPRETATION:
From the above table interpreated that 44% respondent agree
strong and 36.3 % was respondent agree moderately , and 19.8% was
respondent disagree strong, and 9.9% was respondent disagree
moderately, majority of respondent44 % is agree strong.

33
TABLE 4.15 ARE YOU SATIFIED OUR BRITANNIA PRODUCT
AND WILL YOU REFER TO YOUR FRIENDS AND FAMILY
WILL YOU REFER THIS PRODUCT PERCENTAGE
Yes 64.8
No 12.1
May be 21.1

INTERPRETATION:
From the above table interpreated that 64.8% respondent YES
and 12.1% was respondent NO , and 23.1% was respondent MAY BE,
majority of respondent 64.8% is YES.

34
CHAPTER -5
FINDING & SUGGESTION AND CONCLUSION

Based on the analysis and discussion on primary data in the


previous chapter Finding , Suggestion and Conclusion of the
study in logical manner.

FINDING
From the questionarries ,the following points are found and noted
• majority of 58.2% respondents are between the age of below 25
• Majority 60% respondents was male.
• majority of respondent 67.4% is degree person.
• majority of respondent 42.9% is 1-5 year of experience.
• majority of respondent 32.6% is 5000-10000.
• majority of respondent 47.3% is good day
• majority of respondent 62.6% is YES.
• majority of respondent 36.3% is advertisement.
• majority of respondent 38.5% is Taste
• majority of respondent 60.4% is Easily available.
• majority of respondent 60.4% is Easily available.
• majority of respondent 33% is fifty fifty
• majority of respondent 50.5% is good
• majority of respondent44 % is agree strong.
• majority of respondent 64.8% is YES.

35
SUGGESTIONS

• The quality of the material coming from outside vendors must be


quality checked or can change vendor
• Machine must be maintained every month and training period given
to fresher must be increased
• The product of Britannia company all are too good but you can put
some effort to give more healthy food to the customer

CONCLUSION

The study concluded that the company has lot of medium to produce
defective work flow ,Production department has less production but it
is performing well. I suggest all other department to look over the
production management of project department of britannia
product.The Profit can be increased by reducing defective workflow
so the company must work on my suggestion to achieve that.

• Overview of consumer behavior of BRITANNIA with


reference to Erode District” is carried out with an
objective to determine the customer behavior toward
britannia products

36
APPENDIX
A STUDY ON CUSTOMER SATISFACTION LEVEL TO
BRITANNAIA PRODUCT

QUESTIONNARIES:
1. NAME OF THE RESPONDENT:

2. AGE OF RESPONDENT

a)below 25
b)25yr-35yr
c)36yr-45yr
d)above 46

3. GENDER OF RESPONDENT
a)Male
b)Femal
c)Other

4. EMAIL.ID OF THE RESPONDENT

5. EDUCATION QUALIFICATION OF THE RESPONDENTS


a)10th
b)12th
c)degree
d)diplom

37
6.BUYING EXPERIENCE OF THE CUSTOMER
a)1yr
b)1-5yr
c)5-
d)10yr

7.INCOME LEVEL OF RESPONDENT


a)less 5000
b)10000
c)15000
d)more than 25000
8.WHAT DO YOU PREFER
a)milk
b)butter
c)curd
d)other

9.ARE YOU AWARE OF BRAND BISCUT PRODUCT


a)yes
b)No

10.HOW YOU KNOW THIS PRODUCT


a)Advertisement
b)Own
c)experience
d)Reference
e)Newspaper

38
11.WHAT DO YOU MOST LIKE IN BRITANNAIA PRODUCT

a)taste
b)quantity
c)price

12.HOW AVAILABLE OF BRITANNIA


PRODUCT

a)Easily vailable
b)Occasionally

c)Not easily available

13.IN BRITANNAIA PRODUCT WHAT DO YOU LIKE MORE

a) Biscut
b) fifty fifty

c)Goodday

14.WHICH TYPE OF BRITANNAIA BISCUT DO YOU


PREFER TO BUY

a) weet biscut

b) Creem biscut

c) Butter bisct

39
15.DOES BRITANNAIA PRODUCTS SUITS YOUR BUDGET?IF YOU
MEAN TO WHICH EXTENT

a)Excellent
b)Good
c)Fair

16.ARE YOU AGREE THAT ALL PRODUCT AVAILABLE IN MARKET

a)Agree strongly
b)Agree moderately

c)Disagree strongly

d)Disagree moderately

17.ARE YOU SATISFIED OUR BRITANNAIA PRODUCT AND WIL YOU


REFER TO YOUR FRIENDS AND FAMILY

a)Yes

b)No
c)Maybes

18.THER THOUGHTS OR COMMENTS

40

You might also like