A STUDY ON LEVELS OF SATISFACTION IN CUSTOMER AT ARUMUGA CONSUMER CARE RAJAPALAYAM

Submitted to the
UNIVERSITY OF MADRAS

In partial fulfillment of the requirements for the Award of the degree of

MASTER OF BUSINESS ADMINISTRATION Submitted by MARI KANI.R

[Link]: MA00735

DEPARTMENT OF MANAGEMENT STUDIES

Avadi, Chennai 600 062.

APRIL 2011 BONAFIDE CERTIFICATE

This is to certify that the project report titled A STUDY ON LEVELS OF SATISFACTION IN CUSTOMER AT ARUMUGA CONSUMER CARE IN RAJAPALAYAM is a record of personal work done by MARI KANI.R (MA00735) , a full-time student of Master of Business Administration, specializing in Marketing Management, Vel Rangarajan Sakunthala College of Management & Science, Chennai, during the period of his/her study in the academic year 2010 2011. This project report represents entirely an independent work on the part of the candidate under my supervision and guidance.

[Link] [Link] (IT)., MBA., (Ph.D)

MR. R.S. Arun M.B.A., [Link]., (Ph.D).,

Assistant Professor Head of The Department

Assistant Professor Internal Research Guide

Project Viva-voce held on

_____________________________

INTERNAL EXAMINER

EXTERNAL EXAMINER

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PREFACE
Among the various factors of production, which are used in the organization, human resource is the most important. This is because the efficient use of physical resources ultimately depends on how the human factor is put to good use on various operations. Human resources is a term with which many organizations describe the combination of traditionally administrative personnel functions with performance, Employee Relations and Resource Planning. The field draws upon concepts developed in Industrial/Organizational. Modern analysis emphasizes that human beings are not "commodities" or "resources", but are creative and social beings that make class contributions beyond 'labor' to a society and to civilization. Human resource management is a process of bringing people and organizations together so that the goals of each are met. It tries to secure the best for people by winning their wholehearted cooperation.

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DECLARATION
I solemnly declare that this project titled A STUDY ON LEVELS OF SATISFACTION IN CUSTOMER AT ARUMUGA CONSUMER CARE is an original work of mine done under the supervision of Mr. [Link] KUMAR, Asst. Professor, Faculty of the MBA Department, Vel Rangarajan Sakunthala college of Management & Science, Avadi, Chennai, and this project does not form part of any previous Certificate/Diploma/Degree.

Place: Chennai Date: STUDENT NAME

ACKNOWLEDGEMENT
A Research is never the accomplishment of an individual. Rather, it is an amalgamation of the efforts, ideas and cooperation of a number of people. The compilation and presentation of this project has bestowed me with an opportunity to thank God the Almighty and to show my gratitude to all the people who supported me throughout this research. My first word of gratitude goes to our dear honourable founder and chairman Prof. Dr. R. RANGARAJAN B.E(Elec),
B.E(Mech), M.S(Auto.E)., [Link](Hons), RANGARAJAN, MBBS

Vice Chairman Dr. SAKUNTHALA for their sincere

and all the Managing trustees

endeavor in educating me in their premier institution. My sincere gratitude to our Principal Dr. E.S. JAMBULINGAM [Link].,
[Link], Ph.D , and our head of the department Mr. A.K. SUBRAMANI

for

providing me the right kind of opportunity and facilities to complete this venture. I am very thankful to my academic guide Mr. [Link] KUMAR continuous support and for mentoring me throughout this research. I owe my sincere thanks to Mr. [Link] SAMY
(GENERAL (Faculty in MARKETING), who had been the hallmark of this effort I thank them for their

Manager) ARUMUGA CONSUMER CARE for grooming and carving my knowledge

niche in the field of Marketing Management. I wish to express my gratitude to all my faculty members and friends who helped me in gathering relevant material and ideas for the research. At last but not the least I would like to thank, my parents and family members, whose blessings, inspiration and encouragement have resulted in the successful completion of this research. Place: Chennai Date: STUDENT NAME MARIKANI.R

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EXECUTIVE SUMMARY
This project is carried out with a view TO STUDY ON LEVELS OF SATISFACTION
IN CUSTOMER

It gives a brief description of the performance appraisal followed by the

company and the employees opinion and satisfaction towards the same. The major idea with which the study is intended is to find the problems with the prevailing performance appraisal practices followed by the company in the point view of the employees. The Performance appraisal system is not only evaluate the past performance of the employees, A good performance appraisal system should appreciate, reward, promote and retain the talented employees Motivate the employees to exhibit their best performance To give feedback, counsel, helping them to overcome the problems in exhibiting their performance. A sample of 60 employees was selected from a population of 80 using convenience sampling. Since it is Medium Scale IT industry the getting response from more than 60 employees were difficult, the other employees are top level executives who were busy with project schedule. Data are analyzed & interpreted using following statistical tools. 1) Percentage analysis method 2) Chi-Square test 3) Weighted Average Method The major findings of the study are 70% of respondents feel that they are not being informed before them going to be appraised. Almost 94% of respondents feel that the award should be given to the suggestion for his best suggestion

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 Almost 90% of the respondents feel that past performance should also be considered LIST OF TABLES

[Link] 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 3.17

TITLE Awareness Of The Appraisal System Level of the awareness of the details of performance appraisal system Basis Of Performance Appraisal Periodicity of performance appraisal Whether respondents are being informed before they are appraised Rank of the factors that employees have opinion on the use of performance appraisal Respondents opinion on having performance counselling after the appraisal Objectives of performance appraisal Opinion on getting feed back from the appraiser Level of reception of the appraisal information Respondents opinion on award to best suggestion Respondents opinion on award to best suggestion Respondents opinion on award to best suggestion Opinion on considering of past performance Respondents opinion about appraiser Expectation of employees while joining in company Responses on usefulness of performance appraisal

PAGE NO 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51

LIST OF CHARTS [Link] TITLE viii PAGE

3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 3.16 3.17

Awareness of The Appraisal System Level of the awareness of the details of performance appraisal system Basis of Performance Appraisal Periodicity of performance appraisal Whether respondents are being informed before they are appraised Rank of the factors that employees have opinion on the use of performance appraisal Respondents opinion on having performance counseling after the appraisal Objectives of performance appraisal Opinion on getting feed back from the appraiser Level of reception of the appraisal information Respondents opinion on award to best suggestions Respondents opinion on award to best suggestions Respondents opinion on award to best suggestions Opinion on considering of past performance Respondents opinion about appraiser Expectation of employees while joining in company Responses on usefulness of performance appraisal

NO 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52

TABLE OF CONTENTS
CHAPTER TITLE Executive Summary List of tables List of Charts INTRODUCTION TO THE STUDY 1.1 Introduction 1.2. Industry Profile 1.3 Company profile 1.4 Review of the Literature METHODOLOGY AND FRAMEWORK 2.1. Scope of the Study 2.2 Need for the Study 2.3 Objectives of the Study PAGE NO vii viii ix 1 - 15

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III

2.4 Limitations of the Study 2.5 Research Methodology DATA ANALAYSIS AND INTERPRETATION 3.1 Percentage Analysis 3.2 Statistical Analysis

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OUTCOME OF THE STUDY 4.1 Summary of Findings 4.2 Suggestions and Recommendations 4.3 Conclusion Annexure Questionnaire Bibliography Balance Sheets (if any) Secondary data Collected( if any)