Professional Documents
Culture Documents
Mary T. L
Department of Commerce, Prajyoti Niketan College
Pudukad, Thrissur, Kerala
Kerala, India
ABSTRACT
A market trader has a continuous finger on the pulse of exchange for money or some other valuable
customer satisfaction. Direct contact with customers is consideration merely inclined to do business.
an indicator showing where he is going right and where Customer satisfaction is an abstract concept and
he went wrong. Such informal feedback is valuable for involves such factors as the quality of the product, the
any company but hard to formulize. Due to the said quantity of service provided, the atmosphere of the
reasonn surveys become necessary to measure and track location, where the product or service is purchased and
customer satisfaction. Customer satisfaction measures the price of the product or service.
how well the expectations of a customer concerning a
product or service provided by a company have been This project entitled ‘A study on the customer
met. This helps to analyze the leading indicator oof satisfaction of HDPE woven sack with special
consumer repurchase intensions and loyalty and to find reference to Winplast Polymer Products Private
the point of differentiation. It reduces customer chain, it Limited' mainly focuses on the satisfaction
s level of
increases customer lifetime value and it reduces customers of polypropylene products, which is the main
negative word of mouth. It is easier to retain current product of Winplast Pvt. Ltd. It is one of the major
customers than to find new ones. Companies
mpanies who fail players in producing polypropylene products and they
to satisfy their customers are outnumbering the have an experience of three years in this field.
companies who satisfy their customers. There are a Polypropylene is a thermoplastic
plastic polymer which has a
number of reasons behind this. Here, customers are wide variety of applications including packaging and
sought to know their views on the performance of the labeling textiles, stationary, plastic parts, reusable
company and how it could improvise. This study is containers of various types, automotive components
about the customer satisfaction of HDPE woven sack and polymer bank notes.
with special reference to Winplast Polymer Products
Private Limited. Winplast Pvt. Ltd. deals with the production of polymer
products. It is one of the leading manufacturers in India
Keywords: Customer satisfaction, HDPE woven sacks, for all kinds of plastic packaging needs, well equipped
Customer retention, Customer expectation. with advanced technology and efficient manufacturing
under its roofs. It is a leading, technology based
1. INTRODUCTION company engaged in the manufacturing
man of plastic
woven fabrics and flexible packaging material. It is a
In today’s economy all manufacturers need to pay private limited company devoted to the manufacturing
attention on how to build strong relationships with the of HDPE & PP woven fabrics and sacks. Synthetic
customer’s chain. Customer is the recipient of a good or woven sacks made from HDPE & PP are used for bulk
service or a product or an idea obtained from a seller, packaging for products like cement, sugar, salt,
vendor or supplier via a financial transaction or chemicals, wheat, starch, poultry products etc. The
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1594
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
company follows a method of direct dealings with the diagrams are used to present the data in a better and
customers. This method provides a good framework for understandable way.
customer satisfaction.
4. OBJECTIVES OF THE STUDY
2. SIGNIFICANCE OF THE STUDY
To study satisfaction levels of customers in
Companies should try to satisfy their customers. Winplast Pvt. Ltd.
Satisfied customers usually return to suppliers and buy
more. They tell other customers about their experience To identify the important components of customer
with the suppliers and they may even pay a premium satisfaction of customers of Winplast Pvt. Ltd.
for the privilege of doing business with a trustworthy
supplier. Statistics show that retaining a customer is To know the opinion of customers about the
only one/tenth of the cost of finding a new one. services and performance of Winplast Pvt. Ltd.
Therefore when a supplier gets a customer he should
To propose suggestions for the improvement of
try to retain them.
customer satisfaction
The topic, ‘Customer Satisfaction’ is not only important
5. COMPANY PROFILE
but also relevant as it provides marketers and business
owners with a metric that they can use to manage and Winplast Polymer Products Private Ltd. is set up for
improve their business. manufacturing HDPE & PP woven fabrics and sacks at
Attoor, Thrissur District. It is strategically located as a
The study is conducted among the customers who limited company to meet the entire requirements of
occupy a prominent position in Winplast Pvt. Ltd. So customers, by utilizing our maximum potential with
study of these customers and their satisfaction levels existing infrastructural resources of the location. It aims
with the company are very important. Through this at bringing together all the suitable resources available
study, various aspects of customer satisfaction are in the state and developing infrastructure to sustain
measured. industrial growth of the state.
The study is focused on selected customers of Winplast Polymer Products Pvt. Ltd. is a major player
Winplast Pvt. Ltd. in the State of Kerala. in Kerala market as well as Southern states of the
The study will help the company to know the country. They offer tailor made packaging solutions,
weakness of the company in customer complete range of Poly Propylene (PP) and High
satisfaction. Density Polyethylene (HDPE) bags and sacks as well as
The study helps to find the expectations of woven fabric. Currently they are supplying to all major
customers and helps the company to improvise bag conversion units throughout Kerala and Tamil
their performance. Nadu and printed bags to major flour mills and cement
companies. They are forecasted to export FIBC (jumbo
3. RESEARCH METHODOLOGY bags).
This is a descriptive study. It is based on both primary High Density Polyethylene and Poly Propylene woven
and secondary data. The primary data required are sacks have become a versatile commodity in the
collected using questionnaire. The secondary data packaging industry introduced for the first time during
required are collected from the published reports of the the year 1969 thus replacing the Conventional jute bags
company of various years. As the study is on the to a large extent over the years. These sacks are
customer satisfaction of customers of Winplast Pvt. immune to the effect of corrosion, decay, moisture,
Ltd., the total number of customers in the State of atmosphere, rats, rodents, moths and insects. Being
Kerala (78 in number) is considered as the universe for superior in quality and economic as compared to the
the purpose of the study. Out of the universe, 25 traditional jute material, these modern Sacks have
customers are selected as samples for the study. The gradually captured a large market. Saks made of
said sample is selected on the basis of experience of PP/HDPE are laminated with LDPE inside, gives
customers. The customers selected are regular protection against moisture, air and the material packed
customers. The collected data is analyzed using cannot penetrate out of the sack and it is also suitable to
mathematical tools like percentages. Graphs and keep the items required hygiene sensitiveness.
IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1595
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
The advanced machines and well-trained workforce consistent quality and competitive price every time at
enables to execute all the bulk orders with perfection any part of the world.
and within the stipulated time frame with assurance of
6. DATA ANALYSIS
Products
Woven bags/ sacks
Leno/ Mesh bags
Gusseted bags
Natural bags
Food grains and flour bags
Liner bags
Sand bag
80
Quality
60 Price
Durability
40
Purchase experience
IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1596
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
Quality First use experience
It is learned that 60% of the customers consider quality It is learned that 44% of the customers consider first
as extremely important and 36% of the customers use experience as extremely important and 28% of the
consider it as very important. 4% of the customers customers consider it as very important. 24% of the
consider quality as somewhat important. Quality is a customers consider first use experience as somewhat
key factor that consumers consider while purchasing important and 4% consider it as not very important.
the product. The company should produce good quality First use experience is a factor that consumers consider
products to attain customer satisfaction and retain its while purchasing the product. From the analysis we can
customers. assume that it is a factor that affects purchasing
decision of no prime importance.
Price
Usage experience
It is learned that 28% of the customers consider price as
extremely important and 20% of the customers consider It is learned that 20% of the customers consider usage
it as very important. 48% of the customers consider experience as extremely important and 48% of the
price as somewhat important and 4% consider it as not customers consider it as very important. 28% of the
customers consider usage experience as somewhat
very important. Price is a factor that consumers
important and 4% consider it as not very important.
consider while purchasing the product but it is not an Usage experience is a factor that consumers consider
important factor that affects purchasing decision. while purchasing the product. From the analysis we can
assume that it is a factor that affects purchasing
Durability decision of no prime importance.
It is learned that 24% of the customers consider After purchase service
durability as extremely important and 68% of the
customers consider it as very important. 8% of the It is learned that 28% of the customers consider
customers consider price as somewhat important. customer service as extremely important and as very
Durability is a factor that consumers consider while important. 24% of the customers consider customer
service as somewhat important and 20% consider it as
purchasing the product but it is an important factor that
not very important. Customer service is a factor that
affects purchasing decision. consumers consider while purchasing the product.
From the analysis we can see that customer service is
Purchase experience
considered important by more than half of the
It is learned that 28% of the customers consider customers and less than half of the customers don’t
give much importance for it. Customer service
purchase experience as extremely important and 44%
requirements differ among different customers.
of the customers consider it as very important. 16% of
the customers consider purchase experience as
somewhat important and 12% consider it as not very
important. Purchase experience is a factor that
consumers consider while purchasing the product.
From the analysis we can assume that it is a factor that
affects purchasing decision of no prime importance.
IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1597
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
70
60
50
Worth the purchase price
40
What it claims
30
20 What I need
10 Easy to use
0 Competitively priced
Strongly Somewhat Neither Somewhat Strongly
agree agree agree nor disagree disagree
disagree
Product/service was worth the purchase price does what it claims. 8% of the customers neither agree
nor disagree with that. The product should able to do
It is learned that 64% of the customers strongly agree what it claims or it will be useless to the customers
and 32% of the customers somewhat agree that product discouraging them.
is worth the price. 8% of the customers neither agree
nor disagree with that. Price worth of the product is a Product/service does what I need
factor that consumers consider while purchasing the
product. Almost all customers consider price It is learned that 52% of the customers strongly agree
worthiness of the product while purchasing the product and 24% of the customers somewhat agree that product
from the company. The product should always be worth does what they need. 24% of the customers neither
the price. Over priced products will discourage agree nor disagree with that. Utilities like time utility,
customers. Under priced products will bring loss to the place utility etc should be maintained so that the
company. Prices should be fixed accordingly so as to product would be useful to the customers and do what
retain customers and earn profits. they need.
It is learned that 36% of the customers strongly agree It is learned that 36% of the customers strongly agree
and 56% of the customers somewhat agree that product and 48% of the customers somewhat agree that product
IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1598
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
is easy to use. 16% of the customers neither agree nor Product/service is competitively priced
disagree with that. The product is rather easy to use.
Only some customers find it a bit difficult to use. If the It is learned that 24% of the customers strongly agree
use of the product is complicated customers should be and 48% of the customers somewhat agree that product
given proper instructions. is easy to use. 16% of the customers neither agree nor
disagree with that. Pricing of product is a major
management decision. The company should consider
price fixed by the competitors while making the pricing
decision. If the price of the product is more than what
our competitors has set it would pave way for derailing
of customers.
70
Issue resolution
60
50 Quality of advice
40
Promptness of answering
30
phone
20
Overall quality of issue
10 handling
0 Professionalism of
Very Somewhat Neither Somewhat Very Representative
satisfied satisfied satisfied dissatisfied dissatisfied
Ease of contacting Customer
nor
Service
dissatisfied
IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1599
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1600
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
70
60
Knowledgeable
50
Patient
40
Enthusiastic
30 Listened carefully
20 Friendly
Responsive
10
Courteous
0
Strongly Agree Neutral Disagree Strongly
agree disagree
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1601
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1602
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 1 | Nov-Dec 2017 Page: 1603