Bijapur KMF Pr..

BIJAPUR-BAGALKOT DIST CO-OP.
MILK PRODUCERS SOCIETIES UNION LTD

BIJAPUR
RANI CHANNAMMA UNIVERSITY, BELAGUM
“PROJECT REPORT ON CUSTOMER SATISFACTION

TOWARDS NANDINI PRODUCTS”
AT
KMF UNDER BIJAPUR-BAGALKOT MILK UNION BIJAPUR
A DISSERTATION SUBMITTED IN PARTIAL FULFILMENT
OF THE REQUIREMENT FOR THE AWARD OF
BACHELOR OF BUSINESS ADMINISTRATION

SUBMITTED BY
MISS. PREMA G HAWALDAR

(Reg: No: B1236525)
MISS: SHUSHMA
EXTERNAL GUIDE
B.L.D.E.A’S COMMERCE, B. H.S.ARTS &

T.G.P.SCIENCE COLLEGE JAMKHANDI.
BLDEA’S BBA COLLEGE JAMAKANDI 1

BIJAPUR-BAGALKOT DIST CO-OP.MILK PRODUCERS SOCIETIES UNION LTD
BIJAPUR
ACKNOWLEDGMENT
It gives me great pleasure to express my feelings for the person and institutions that
have helped me to accomplish the Project Work. While doing this project, I have
received valuable assistance, advice and encouragement from large number of people.
I owe a great deal of gratitude to all of them.
With much pride and delight, I am grateful to MISS. SHUSHMA the Marketing
officer for giving me an opportunity to undergo in & out plant training at BIMUL. I
owe gratitude to the staff and employees of BIMUL & Industries who have been
cooperative in completion of this project
I also extended my gratitude to Dr.S.S.Suvarnakandi principal of B.L.D.E.A’s BBA

College Jamkhandi and I sincerely thank to my project guide prof.V.J.Kadadevar for
her valuable guidance and inspiration in all stages of my project work.
Finally, I must specially record my thanks to my parents for their encouragement in

building career and for their non-ending moral support and motivation without whose
support and motivation. I would never have been able to complete my project work.
Last but not least, I would like to thank all my beloved friends and those persons who
are directly and indirectly related to complete my project work. May God Bless all of
them for their Love and Kindness.
PREMA G HAWALDAR

BIJAPUR
DECLARATION
I, here by declare that this project entitled “CUSTOMER SATISFACTION

TOWARDS NANDINI PRODUCTS ” At BIMUL (UNIT OF KMF),Bijapur during
the academic year 2013-2014 under the guidance of prof. V.J.Kadadevar B.L.D.E.A’s
BBA College Jamkhandi.
I her by also declare that this project has not been submitted to any other university/
institute for the award of any degree.
DATE :
PLACE : PREMA G HAWALDAR

BIJAPUR
CONTENTS:
SL .NO PARTICULAR
1. EXECUTIVE SUMMARY
2. RESEARCH METHODOLOGY
3. COMPANY PROFILE
4. ANALYSING AND INTERPRETATION
5. FINDINGS AND SUGGESTION
6. BIBLIOGRAPHY

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Executive summary
In this project my aim is to understand the concept of milk dairy and the aim is find
out the customer perfection, response of customers and agents towards the hike in
price of milk.
For this study the 30 respondents of the Mudhol city are randomly chosen and their
response has been collected through a systematic questionnaire.
Again the responses collected are tabulated and analyzed to take up the decision and
recommendation which may be helpful for KMF Bijapur
While carrying the survey many respondents show negligence when they where
answering and few where very much excited and answered the questions with their
personal interest. Some of them reacted and started communicating their complaints
and requirements.
I hope that the study has fulfilled all its objectives and will be useful for those who are
using this project report in future

BIJAPUR
TITLE OF THE STUDY:
“An Organizational Study & Customers satisfaction of BIMUL”
1. Introduction
In today’s competition world, no business is spared from the competition even

the basic need industries like milk industry are facing the same problem so the
companies should look at the consumer’s attitude towards their products and if
anything goes wrong they should suddenly rectify it.
The main objective of the companies is to be in the field of business and recap profits
by providing the necessaries products at a reasonable cost with good quality.

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RESEARCH METHODOLOGY:
The study has been directed to examine the satisfaction of the consumer. The
universe of investigation constituted the NANDINI. At this point of time a need was
felt.
And to understand the consumer satisfaction. The objectives of the surveys were
decided and questionnaire was prepared which could suits the objectives.
Questionnaire consisted of open-ended question and multiple choice questions. The

data are elicited in the present study is fundamentally the primary data.
Sample Unit: Mudhol
Sample size: 30
Types of questions: open-ended
Method of data collection: questionnaire method
Brand selected for surveys: Nandini

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PROBLEM STATEMENT:
This is the basis for conducting any research. In this context research problem
identified is “consumer satisfaction on BIMUL Bijapur”
SOURCES OF DATA:
Primary data:
I collected information by observing and interacting with the organization employees
and various departmental managers.
Secondary data:
The secondary data was collected with the help of organization manual and websites.

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Objectives of the study:
The following objectives were laid down based on the interest of the management.
 To know the percentage of the influential segment acquainted with Nandini

milk
 To know the brands preferred by influential segment.
 To know whether the customers are satisfied with performance of the Nandini
brand (s)
 To know the expectation of the customers.
 To get the attributes of milk, most and dislikes and reasons.
 To know where the co-operative dairies in the competitive market.

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LIMITATIONS OF THE STUDY:
The study was conducted in the premises of BIMUL.
The analysis is purely based on the information furnished by the respective

departments.
Beyond doubt there are large numbers of consumers using the products. The time
bring the major constraints, therefore the study was developed on the planks of
information estimated through 30 consumers.

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SPECIALISATION:
CONSUMER SATISFACTION
Consumer behavior is the process whereby individual decides what, where, when
and how and forms whom to purchase goods and service. Thus buyer behavior may
be defined as planning purchasing and using economic goods and service on
satisfaction and their wants.
To understand the buyer and to create customer to this understanding is the main
purpose and buyer behavior studies.
Here in BIMUL follows different market programs to understand buyer’s behavior.

First they try to understand to knowledge and buyer his buying motives and buying
behavior since north Karnataka and buyer has more and rural culture than urban.
Understanding the fundamental necessity is more appropriate.
BIMUL believes spending on television advertisement is more costly and it does not
reach the entire category people. Instead, they have gift scheme along with their
products, which makes we stones loyal to their products.

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COMPANY PROFILE:
NAME OF THE UNIT: BIJAPUR AND BAGALKOT DISTRICT CO-OPERATIVE
MILK PRODUCERS UNION LTD,BIJAPUR
LOCATION : NH-13 Buthnal post Bijapur, Karnataka.
PRODUCTS : 1) Homogenized toned milk
2) Full cream milk
3) Shubhama Milk
4) Curd
5) Butter
6) Peda
7) Ghee
Central office : Bijapur
Banker : NDDB (National Dairy Development Board), Syndicate Bank.
Year of Incorporation : 1984
Brand name : Nandini
Area of the unit : 35 acres
No. of Employees : 120
Trade Mark : Cow

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KARNATAKA CO-OPERATIVE MILK PRODUCER’S

FEDERATION LIMITED (KMF):
Karnataka co-operative milk producers’ federation limited (KMF) is the apex body in
Karnataka representing dairy farmer’s co-operatives. It is second biggest federation in
the country and biggest in the south India. In South India it stands first in terms of
procurement as well as sales. One of the core functions of the federation is marketing
of milk and milk products. The brand Nandini is the household name for pure and
milk and milk products.
KMF has 13 milk unions throughout the state which procure milk form primary dairy
co-operative societies (DSC) and distribute milk to the consumers in various
towns/cities/rural markets in Karnataka.
The first ever World Bank funded dairy development program in the country started
in Karnataka with the organization of village level dairy co-operatives in1974. The
AMUL pattern of dairy co-operatives started functioning in Karnataka form 1974-75
with the financial assistance form World Bank, operation flood II & III. The dairy co-
operatives were established under the ANAND pattern in a three tier structure with
village level dairy co-operatives forming the base level, the district level milk unions
at the middle level to take care of the procurement ,processing and marketing of milk
and the Karnataka Milk Federation as the Apex body to co-ordinate the growth of the
sector at the State level.

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INTRODUCTION to BIMUL:
Background organization:
The Bijapur Co-operative Milk products Union limited was registered in 1986. The
organized dairy development activity initiated only during 1985 under operation
flood. Though state animal husbandry department made an effort before to organize
dairy co-operative society (DCS) under drought prone area project, it ended with
failure. The union has 245 primary functional dairy co-operative societies. The union
is federated to the state apex body, KMF.
ABOUT THE FACTORY

Ideal location layout and size have great bearing on the success of the business
enterprises. Any in this regard cannot be corrected later. Therefore the BIMUL has
taken sufficient precautions to find the suitable location and fix proper layout the
dairy.
The Bijapur dairy is located on Northeast part of Bijapur nearly 10 km from the city
near Solapur highway. This is having established infrastructure facilities such as
power,water,transport. It is located near the Bhutnal tank the pond that is main source
of water supply to the Bijapur city. The area of dairy is 35 acres, now 4 acres of land
is use and for the plant, 31 acres area is vacant.
Here milk will be processed which is received from the dairy and co-operatives, milk
is chilled, standardized and homogenized and packed according to the needs of the
consumers.
After milk is brought in the dairy, 50 ml quantity of milk is taken from every can to
check the qualities and to find its FAT and SNF. The container is attached to the
packing machine and milk flows from the container to the packing machine where the
packing of the milk in half and 1 liter pouches is carried on.

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Goals of BIMUL
1. Generating employment opportunities for Rural & Mass Urban.
2. Procurement of good milk
3. Supplying quality milk to customers in the city for appropriate price.
Area of operation
Bijapur,Bagalkot,Jamakhandi,Sindagi,Indi,Mudhol,Basavana
Bagewadi,Muddebihal,Bilagi,Hunagund,Badami.
The objectives of BIMUL:

The objectives of the union are to be enhance the milk production by providing input
facilities and marketing facilities to the milk producers. The objectives in a specific
are:
1. Procurement of clean and quality milk producers, members of DCS by

paying remunerative price based on the quality.
2. Process and supply clean milk to urban consumers at reasonable price.
3. Take up activities for development of dairying through dairy co-operatives

such as breeding by artificial insemination and providing input facilities
such as veterinary health care fodder feeds seeding, cattle feeds to the
farmer producers and vaccination etc.
4. To provide good marketing opportunities to the milk producers year

around.

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5. To control the market by avoiding exploition and unfair practices adopted

by vendors by giving fare market at remunerative price to the milk
producers and to protect the interest of milk producers.
6. To train society/union staff for advanced technology like Embryo transfer

technology (ETT), this is a future scheme to enhance milk productions.
7. To avoid exploitation by the private vendors by giving remunerative rate

to milk producers.
8. To introduce milk products like Ghee,Peda,Gulab jaamoon, Kulfi,Ice

cream, Chocolates, Lassi and Milk powder etc. to the state wide consumers
at reasonable rates.
9. To increase the production to meet demand of increasing the population.
10. Procurement of clean and quality milk

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VISION AND MISSION
VISION:
“ The company aims produce apparels of world class qualities adding
value to the money spent and towards provisions of sustainable employment and
contributes towards growth of nation”.
MISSION:
“Exploding new dimensions of excellence. A path, where there was none. A

new horizon behind yesterday, excellence beyond today, touching tomorrow. Its
world of relentless must for quality.

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Contributions or salaries and employee benefits:
Gross salary:
A regular staff member in the union will have a gross salary consisting of Basic
salary, Dearness Allowance, House rent Allowance, and conveyance Allowance.
There are special benefits given to few employees, like:
Payment of Interest on housing loan:
The employee working in the union can take a loan from other external sources and
the union will pay half the interest on the capital per month.
Other Benefits:
Canteen facility, Festival Advance, medical allowance, Uniform and other facilities
are provided as per the factory act.
PRODUCT PROFILE:
MILK AND MILK PRODUCTS

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SHUBHAM :
Buffalo’s milk,100% pure pasteurized processed and packed hygienically, this milk
has 4.5% FAT and 9% SNF. Available in 200 ml, 500 ml and 1 ltr packs for
marriages and other functions.
FULL CREAM MILK:
Full cream milk, containing 6% FAT and 9% SNF. Rich, reamer, tastier milk, ideal
for preparing home-made sweet. Available in 500ml and 1ltr packs.
HOMOGENISED TONED MILK:
Nandini homogenized milk is pure milk. containing 3.0% FAT and 8.5% SNF, Which
is homogenized and pasteurized, consistent right through, it gives you more cups of
tea or coffee and easily digestible. Available in 500ml packs.
CURD:
Nandini curd made from pure milk, its thick delicious giving you all the goodness of
home made curds. Available in 200gms and 500gms sachet.
Butter Milk: Nandini Masala butter milk is supplied to market in 200 ml pack to
quench the thrust of consumers.
BUTTER:
Rich, smooth, and delicious. Nandini butter is made out of fresh pasteurized cream,
rich taste smooth texture and the rich purity of cow’s milk makes any preparation a
delicious treat. Available in 100gms, 200gms and 500gms cartoons both salted and
unsalted.

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PEDA:
No matter what you are celebrating! Made from pure milk, Nandini peda is a
delicious treat for the family. It will be stored at room temperature approximately
seven days available in 250gms pack containing 10 pieces each.
GHEE:
Nandini ghee made for pure butter. Shelf life of six months at ambient temperature
available in 200ml, 500ml, 1000ml sachets, 5ltrs tins and 15kgs tins.

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ORGANIZATION STRUCTURE
PRESIDENT &
BOARD OF DIRECTORS
MANAGING DIRECTOR
PROCUREMENT PRODUCTION MARKETING FINANCE
DEPARTMENT DEPARMENT DEPARTMENT DEPARTMENT
DEPUTY DEPUTY DEPUTY ASST
MANAGER (P& I) MANAGER MANAGER MANAGER
ASSISTANT ENGINEERS MARKETING

MANAGER (P& I) ASSISTANT
EXTENTION ACCOUNT
COMPUTER
OFFICERS ASSISTANT
ASSISTANT

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PROMOTION TOOLS
Promotion tools used by BIMUL
 Glow sign Board, Dealer Board, Stand Board

 Informative Brouchers
 Home delivery Bags
 Cycle to agent
 T-shirts and Caps
POP materials.
The budget is allocated by the KMF & NDDB (National Dairy Development
Board) 30 Lakhs per year. This allocated fund is utilized for sales promotion
campaign
COMPETITORS:
 Arokya milk
 Adhitya
 Dudh Pandhari
 Swabhiman

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DEPARTMENTS:
The management of BIMUL is departmentalized and various

activities are entrusted to the different departments headed by head of the department
who is specialized in the various activities department. There are four departments in
the organization structure of the union.
The top –level management unifies all activities of different

departments of the union. The activities carried on by the various departments were
linked together so that the whole undertaking works as a viable well –know unit.
Linking of activities of diverse nature is the responsibility of the management. This is
done very softly and efficiently by co-operation, co-ordination and integration of
various activities among the various departments.

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MARKETING DEPARTMENT:
Marketing
manager
Marketing officer
Assistant
The success of any organization depends upon the effectiveness of marketing

department. Marketing department plays a vital role in increasing the sales volume
and contributes to the growth of organization. Marketing department receives the
consumer feedback about the product, attributes, features, and quality etc. marketing
department also collect the vital information on the market condition such as demand,
consumer preferences, general economic conditions etc. this information is utilized on
production planning, control and decision making in the organization.

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DEFINITION:
Marketing is defined by ‘Philip Kotler’ as a social and managerial process

by which individual and groups obtain what they need and what through creating and
exchanging products and value with other.
Marketing at BIMUL:
It is trying hard to retain the existing customers effectively by providing

effective services and to increase customer base by attracting new consumer,
BIMUL’S main strong point lies in quality orientation, which has earned the
confidence.
Functions:
 Preparation of marketing plan implementation and sales forecasting.

 Market research.
 Planning for advertisement
 Building awareness and image of the brand to increase brand loyalty
 Increase sales
Segmentation:
Marketing segmentation is dividing the market into district groups of buyer

with different needs, characteristics or behavior who might require products as
marketing mix.
The BIMUL segmented the market mainly into two types on the basis of customer.
1. Household segmentation:
 Cream segment; shubham milk.
 Homogeneous standardized milk etc.
2. Institutional segmentation:
 Homogeneous standardized milk
The market share of Nandini milk is 52%’ on branded milk 16%in

over all milk market.

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COMPETITOR PRICING:
The BIMUL is using the competitor price method. The organization has following
some, more or less major competitor price for their product.
Advertising:
Advertising is paid form of non –personnel presentation and promotion of ideas,

goods and services by an indentified sponsor.
The BIMUL has following mainly two types of advertising.
Mass advertising:
Through the holdings, wall paintings, pole-ads, glow sign board etc.
 At point of purchase a sign board brochures etc.

 Door to door advertisement: through their search from the student
coupons, samples etc.
Advertisement in national levels:
 In the newspaper, media, DD channels, udaya channels etc

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SALES PROMOTION:
Sales promotion consists of short – term incentives to encourage purchase or sales of

product or services.
FINANCE DEPARTMENTS:
ASSISTANT
MANAGER
ACCOUNT SUPDT
ACCOUNTS ASSISTANTS
Sources are life blood of every business.
Sources of finance:
 KMF (Karnataka Milk Federation)

 NDDB (National Dairy Development Board)
The union is under Rehabilitation plan and 3.25crore assistance is provided by

NDDB.

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PRODUCTION DEPARTMENT:
The production department has the following structure
Production Manager
ASSISTANT MANAGER ASSISTANT MANAGER
(PRODUCTION) (ENGINEER)
T.O.DAIRY T.O.ENGINEER
DAIRY SUPERVISOR MECHANICAL ASSISTANT
HELPERS
PRODUCTION PROCESS

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WORK FLOW MODEL
DCS
Sample testing FAT and SNF

Fresh liquid milk
Chilling
Storing
Pasteurization
Separation
Homogenization
Storing
Packing
Dispatching

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The main objective of this department is to follow up production schedule as per plan
and to maintain close and co-ordinate relationship with other department and ensures
to upgrade the technical efficiency of production. Milk, as it is highly perishable
product has to process immediately to avoid spoilage of milk with respective its
flavor, texture and taste.
Production department is well equipped and has various types of highly sophisticated
machines imported from Sweden and Denmark. Once the milk is received from P&I
department, it is first weighed with the help of weighing bowl. Later, it is poured in
dump tank. Sample testing is made through lactometer reading and other tests. The fat
and SNF content of each sample of milk is accessed. The cow and buffalo’s milk are
separately received and sent to the production section separately through two different
stainless steel pipes.
Later, the row milk is passed through plate chiller of variable capacity where it is
cooled up to 4-5 degrees Celsius. This cooled raw material is further stored in a silo of
30000 liters capacity.
PURPOSE OF CHILLING:
This is done to avoid the growth of micro organism, which are responsible for
spoilage of milk and bitter taste. The milk, which is stored in silos, is pumped through
pipeline to the balance tank which helps to maintain the steady speed flow of milk in
the pasteurization machine. In, BIMUL, there are 2 milk pasteurization machine and 1
cream pasteurization machine.

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PURPOSE OF PASTEURIZATION:
Pasteurization is a process where milk is heated to high 72 degree centigrate
temperature and cooled instantly to 4 degree centigrade, to destroy any micro
organism. The pasteurized milk will be stored in pasteurized milk silos and then sent
to pre-packing section. Packing is done in 500ml and 1000ml and stored in cold
storage at 70.
CURD:
Row milk is heated to 90 degrees Celsius and allowed to cool to 30 degrees Celsius.
Later culture is added to it and packed, the curd is formed in the packet itself. It is
stored and packed in 200gms and 500gms
GHEE:
There is one Ghee boiler of capacity 500kgs/batch. A butter of 0.5tons is melted and
is brought to ghee boiler. Here it is heated to 116 to 117 degrees Celsius for 15mins so
that the residue is allowed to settle down and ghee is passed to setting tank through
clarifiers. Later ghee is allowed for cooling (at 300-400) and packed in tin of liter,
500ml and 200ml of pack and kept in the cold storage.
The milk produced here is differentiated by the FAT and SNF:
TYPE FAT SNF
Toned milk 3.1% 8.5%
Standard milk 4.5% 8.5%
Subham milk 4.5% 8.5%
Full cream milk 6.0% 8.5%
Below table gives a brief idea of the milk products, their FAT, SNF, Moisture

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CONTENT:
PRODUCT FAT SNF MOISTURE
Butter 83 1% 16%
Ghee 99.8%QUALITY - 0.2%
Paneer 20% 30% 50%
QUALITY CONTROL DEPARTMENT
Assistant manager
Quality assistant officer
Chemistry
Lab assistant

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TEST REASON
Temperature Should be below 5 degrees
Acidity test To test the extent of acidity
Alcohol test To check the heat stability of milk
Lactometer To check the density of milk
Fat Test Percentage of FAT determined
SNF test Percentage of SNF determined for

pricing= CLR/ 4+0.25*fat+ 0.35
Product details:
SL PRODUCT’S NAME NET COMMISSION MRP

AMOUNT
1 Toned milk(500 ml) 30.76 1.24 32.00
2 Shubham Standard 34.56 1.44 36.00
milk(500 ml)
5 Curds(500 ml) 33.12 2.88 36.00
6 Peda(250 ml) 250.00 30.00 280.00

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7 Masala Butter milk 5.10 0.90 6.00

(200 ml)
STRATEGIES:
The bijapur milk union has the following set of strategy ,which will be
formulated each year. the present year has the following strategies are formulated
with the help of KMF & NDDB and members. Below are the strategies set for this
year.
SRATEGIES OF THE MARKITTING DEPARTMENT
 Visit to all roots of individual points by going in a root distribution vehicle for
contact with all agents.
 Aims to contact 5consumer awareness program and various seminar
 Aims at conducting agent’s meeting.
 Aims at setting 10 exclusive NANDINI milk parlors.
 Aiming to set up new sales promotional and advertisement activities.
 Women association programs.
 Joining with other programs.

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STRATEGY IMPLEMENTATION SYSTEM:

Marketing strategy like sales promotional and advertisement activities of
BIMUL are as follows:
 Press advertisements
 Hoardings
 Wall paintings
 Banners
 Vehicles paintings & own hoarding paintings
 Pole ads
 Rate display boards
 Milk carry board.
 Exhibition , drawing and consumer mela

.
 Sponsoring of events.

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SYSYTEMS:
STORE DEPARTMENT:
The inventories are of different kind ranging from mechanical, spares, packing items
to animal drugs, and stationary and veterinary drugs etc,
This department has the following services:
 It tries to maintain maximum and minimum level of inventory, so as to avoid

blockage of capital and storage.
 Ordinary and local available, commodities are maintained at minimum

possible level.
 Items of urgent and not easily available are stored sufficiently for further
demand.
INVENTORY SYSTEM:
BIMUL follows inventory control system like, FIFO system (first in first out system).
It means milk which is procured first is sent first to production process immediately.

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ANALYSIS AND
INTERPRETATION:
ANALYSIS & INTERPRETATION
QUESTIONNARIES:
1. Have you ever heard the products name of Nandini?

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Particulars No of Respondents Percentage

Yes 18 60
No 12 40
Total 30 100
Chart Showing % of Respondents

heared about YASHASWI ENGINEERS
70
60
50
Series1
40
30 60
20 40
10
0
Yes No
INTERPRETION
the above chart showes that out of 30 respodence, 60% custemors commit
with YES and 40% custerms commit with NO about the heard the
produect name of nandini
2.How did you come to know about Yashaswi Engineers?

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Sources No of Respondents Percentage

Media 13 44
Print Media 7 23
Others 10 33
Total 30 100
Chart Showing % Of Respondents

Know about Yashaswi Engineering
50
45
40
35 Series1
30
25
20 44
15 33
10 23
5
0
Media Print Media Others
INTERPRETION
the above chart shows that out of 30 respondents that People know about
Yashaswi Engineers to 44% of media, 23%print media, 33% others media
3. What factors do you consider while purchasing Yashaswi Engineers “Iron works”?
Reasons No of Respondents Percentage

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Attractive 8 27
Very Attractive 7 23
Moderate 10 33
Unattractive 5 17
Total 30 100
Chart Showing % of Respondents While

gave reasons about purchasing the MS
Bolts gratings
35
30
25
Series1
20
33
15
27
23
10
17
5
0
Attractive Very Attractive Moderate Unattractive
INTERPRETION
the above chart shows that out of 30 respondents that people 23% of Very
Attractive, 27% of Attractive, 33% of Moderate and 17% of Un Attractive.
4.Do you prefer any other brand of Iron works apart from Yashaswi engineers ?
Names No of Respondents Percantage

Shree enterprises 11 37
Belgum forecast 6 20
Delta enterprises 9 30
Lotus engineers 4 13
Total 30 100
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40
35
30
25
20
15
10
0
shree enterprises belgum forecast delta enterprises lotus engineers
Series1 percentage
INTERPRETION
the above chart shows that out of 30 respondents that Yashaswi engineers
37%, Shree enterprises 20%, belgum forecast 30% and 13% delta enterprises.
5.Where do you get Nandini Milk?
Availabilities No of Respondents Percantage

Milk Agent 18 60
Door Delivery 6 20
Others 6 20
Total 30 100

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Chart Showing % of Respondents

about getting the milk
70
60
50
Series1
40
30 60
20
10 20 20
0
Milk Agent Door Delivery Others
INTERPRETION
the above chart shows that out of 30 respondents that 60% of people Milk Agent, 20%
of people Door Delivery and 20% of people Others.
6.How do you feel about Yashaswi Iron works?
Ratings No of Respondents Percentage

Satisfied 11 37

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Highly Satisfied 7 23
Dissatisfied 8 27
Highly Dissatisfied 4 13
Total 30 100
Chart Showing % of Respondents Feel

about Yashaswi engineers
40
35
30
25
20 37
15 Series1
23 27
10
5 13
0
ed ed ed ed
tisfi tisfi tisfi tisfi
Sa Sa ss
a
iss
a
hly Di D
Hi
g ly
gh
Hi
INTERPRETATION
the above chart shows that out of 30 respondents that 23% of Highly satisfied, 37%
Satisfied, 27% Dissatisfied, and 13% Highly Dissatisfied.
6.How do you rate the quality of Yashaswi Iron work?
Ratings No of Respondents Percentage

Excellent 10 33
Good 8 27

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OK 7 23
Bad 5 17
Total 30 100
Chart Showing % of Respondents Rat -

ing the Quality about Yashaswi Iron
works
35
30
Series1
25
20
15 33
27
10 23
17
5
0
Excellent Good OK Bad
INTERPRETION
the above chart shows that out of 30 respondents, Excellent 33%, Good 27%, Ok 23%
and Bad 17%.
8.tabular representation on kind of milk.

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Factors No of Respondents Percentage

Branded 22 73
Non Branded 8 27
Total 30 100
Chart Showing % of respondents

represents the kind of Milk
80
70
60
Series1
50
40
73
30
20
27
10
0
Branded Non Branded
INTERPRETION
the above chart shows that out of 30 respondents 73% of people use branded milk and
27% of use non branded milk.
SWOT ANALYSIS:
Strengths
 Nandini enjoys good brand image.

BIJAPUR
 Wide distribution network leads to regular and timely supply.
 Milk procured and proceessed at local , which reduces the transportation cost.
It enjoys highest market shares in packed milk segment.
Weakness
 Poor retail serving and consumer grievance handling
 Recurring quality problem.
 Lowest paying brand that is commission given by the company is less

compared to the other brands.
 In adequate sales promotional activity. Due to bad smell that persists causes
low sales.
Opportunities
 There is scope for developing new area.

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 Availabilities of buffalo milk-improves market milk quality.
 Predominant of loose milk segment-divide appropriate strategies.
Threats
 No entry barriers for private players.
 Low level of consumer awareness.
 Persuade benefits of competing brand.
FINDINGS :

BIJAPUR
 60% customers commit with YES and 40% customers commit with NO about
the heard the product name of nandini
 That People know about Nandini milk to 44% of media, 23%print media, 33%
others media
 That people 23% of Very Attractive, 27% of Attractive, 33% of Moderate and
17% of Un Attractive.
 That Nandini Milk 37%, Arokya 20%, Warana 30% and Others 13%.
 That 60% of people Milk Agent, 20% of people Door Delivery and 20% of
people Others.
 That 23% of Highly satisfied, 37% Satisfied, 27% Dissatisfied, and 13%
Highly Dissatisfied.
 Excellent 33%, Good 27%, Ok 23% and Bad 17%.
 73% of people use branded milk and 27% of use non branded milk.

BIJAPUR
RECOMMANDATIONS
 The retailers and dealers should be satisfied with commission and

schemes so that they can improve the sales in the market.
 The company should come up with new products with different

varieties and attributes to attract the customers.
 To advertise about all the products in the market.
 If the company wants to restart production of double toned milk, firstly

it has to provide sufficient knowledge and awareness about the
attributes of products as compare to others.

BIJAPUR
Conclusion
1) Most of the consumer purchase milk from local vendor. Because of freshness,
quality and arogya because of thickness and easily availability
2 )Most of the customers 60%said Nandini is a most familiar and aware compared to
brands. Because it was only brand available and among 3 brands of Nandini toned is
most familiar
3 )Most of the consumer are aware of nandini standard malk .Because Is not making
more advertisement like advertising through hoarding wall paint whichIs one of the
major strength of the arokya brand
4 )most of the agents are dissatisfied with the commission they complain that they get
same commission even after hike in price of milk
5 )Agents have the complaint of poor quality package

BIJAPUR
BIBLIOGRAPHY
SL. NO TITLE AUTHOR EDITION

1. MARKETING PHILIP 10TH EDITION
MANAGEMENT KOTLAR
2. MARKETING G.S.BERI 5TH EDITION
RESERCH

BIJAPUR
QUESTIONNARIES:
I am pleased to introduce myself Prema Hawaldar as a BBA

student of BLDEA’S BBA COLLEGE JAMAKHANDI.As a part of my curriculum
I am conducting a survey on ” customer satisfaction” Bijapur.
The information provided by you will be kept confidential & used for
academic purpose only.
Please provide following information:
NAME:
ADDRESS:
AGE:
GENDER

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THANKING YOU

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BIJAPUR-BAGALKOT DIST CO-OP.

MILK PRODUCERS SOCIETIES UNION LTD

RANI CHANNAMMA UNIVERSITY, BELAGUM

“PROJECT REPORT ON CUSTOMER SATISFACTION

KMF UNDER BIJAPUR-BAGALKOT MILK UNION BIJAPUR

A DISSERTATION SUBMITTED IN PARTIAL FULFILMENT

OF THE REQUIREMENT FOR THE AWARD OF

BACHELOR OF BUSINESS ADMINISTRATION

MISS. PREMA G HAWALDAR

B.L.D.E.A’S COMMERCE, B. H.S.ARTS &

BLDEA’S BBA COLLEGE JAMAKANDI 1

I also extended my gratitude to Dr.S.S.Suvarnakandi principal of B.L.D.E.A’s BBA

Finally, I must specially record my thanks to my parents for their encouragement in

BLDEA’S BBA COLLEGE JAMAKANDI 2

I, here by declare that this project entitled “CUSTOMER SATISFACTION

PLACE : PREMA G HAWALDAR

BLDEA’S BBA COLLEGE JAMAKANDI 3

4. ANALYSING AND INTERPRETATION

5. FINDINGS AND SUGGESTION

BLDEA’S BBA COLLEGE JAMAKANDI 4

BLDEA’S BBA COLLEGE JAMAKANDI 5

TITLE OF THE STUDY:

“An Organizational Study & Customers satisfaction of BIMUL”

In today’s competition world, no business is spared from the competition even

BLDEA’S BBA COLLEGE JAMAKANDI 6

Questionnaire consisted of open-ended question and multiple choice questions. The

Sample Unit: Mudhol

Types of questions: open-ended

Method of data collection: questionnaire method

Brand selected for surveys: Nandini

BLDEA’S BBA COLLEGE JAMAKANDI 7

BLDEA’S BBA COLLEGE JAMAKANDI 8

Objectives of the study:

 To know the percentage of the influential segment acquainted with Nandini

 To know the brands preferred by influential segment.

 To know the expectation of the customers.

 To get the attributes of milk, most and dislikes and reasons.

 To know where the co-operative dairies in the competitive market.

BLDEA’S BBA COLLEGE JAMAKANDI 9

LIMITATIONS OF THE STUDY:

The study was conducted in the premises of BIMUL.

The analysis is purely based on the information furnished by the respective

BLDEA’S BBA COLLEGE JAMAKANDI 10

Here in BIMUL follows different market programs to understand buyer’s behavior.

BLDEA’S BBA COLLEGE JAMAKANDI 11

NAME OF THE UNIT: BIJAPUR AND BAGALKOT DISTRICT CO-OPERATIVE

MILK PRODUCERS UNION LTD,BIJAPUR

LOCATION : NH-13 Buthnal post Bijapur, Karnataka.

PRODUCTS : 1) Homogenized toned milk

2) Full cream milk

Central office : Bijapur

Banker : NDDB (National Dairy Development Board), Syndicate Bank.

Year of Incorporation : 1984

Brand name : Nandini

Area of the unit : 35 acres

No. of Employees : 120

Trade Mark : Cow

BLDEA’S BBA COLLEGE JAMAKANDI 12