A Project Report on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

EXECUTIVE SUMMARY Introduction .

The dairy Industry is the most important sector in the Indian economy. India is emerging as a mega dairy market of the 21st century. The dairy industry provided the income as well as the employment to the people. The growth of the Indian Dairy Industry is 4.42 in the year 2004.india produces 100 million tonnes in the year 2006 and has 15.53% of the world’s milk production The National Dairy Development Board is formed in 1965.NDDB began its operations with an objective of making dairying a means for a better future for the millions of the milk producers at the root level with its consistent efforts.

It started the Operation Flood Program to construct a bridge between urban users and rural producers through a network of cooperatives. And it also fills the gap between formal dairy and sector and rural producers by developing gradual and concrete slabs of o-operatives in India. Karnataka Milk Federation is one of this cooperative.

Karnataka Milk Federation (KMF). is a co-operative apex body in the state of Karnataka representing dairy farmer’s organization and also implementing dairy development Karnataka activities to achieve the dairy objective. KMF has 13 milk unions and Dharwad Milk Union is one among 13 unions. It produces the product under the brand name of NANDINI. I consider the Dharwad Milk Union for the studying the consumer satisfaction level towards the Shubham milk in Dharwad- Hubli city.

The project involves three main aspects namely industry profile, company profile and analysis part. In industry profile about the Indian Milk industry, in company profile the history of the company and in analysis part, objective and data collection method, sample design, sample size, sample method and mainly I have analyzed the collected primary data using SPSS, the primary data have been collected through questionnaires. Finally findings and suggestions, limitation and conclusion are derived.

Babasabpatilfreepptmba.com

Page 1

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

TOPIC OF THE STUDY To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City RESEARCH OBJECTIVES 1) TO know the awareness of Nadini Shubham Milk 2) To know the Customers Preference while buying the Milk 3) To compare the Pricing of Nandini Shubham Milk with other.

4) To Understand the factors influence to purchase Shubham Milk 5) To study the customer perception towards Shubham Milk 6) To Know opinion of consumer about the Nandini Shubham Milk

NEED FOR THE STUDY The objective of the study is to know the consumer behavior towards Nandini Shubham and to provide suggestions to the management to further improve their market share

There is cut throat competition between different brands of Shubham Milk Any company that wants to survive must concentrate on the factors like quality, price, purity etc. According to the consumer satisfaction, Consumer research studies have become essential now a day.

Through this, the marketers can revive their products and create a greater demand by adopting innovative promotional strategy. It has become essential to know the present level of consumer satisfaction to analyze the future demand for any product, Hence the “Study on Consumer satisfaction towards Nadini Shubham Milk “has been undertaken.

Babasabpatilfreepptmba.com

Page 2

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

LIMITATIONS The various limitations of this study are listed below: ⇒ Despite all the efforts to make the analysis more comprehensive and scientific, a study of the present kind is bound to have certain limitation ⇒ The scope of the study covered only limited areas of Dharwad and Hubli ⇒ Time and cost constraints were a major limitation ⇒ The limited respondents from each sampling unit may not be sufficient. That means the remaining people in that area may not be similar to the selected respondents. ⇒ The information gathered is based on customer perception

Data collection 1) Primary data The primary data is collected from the with the help of questionnaire 2) Secondary data The required secondary data is collected from the company records, books, journal and internet etc.

3) Sample size A sample of 100 individual people of Dharwad-Hubli city are considered in this study 4) Sampling method Convenience Method (Non-probability sampling method)

Babasabpatilfreepptmba.com

Page 3

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Findings The overall project is mainly on study of customer’s satisfaction towards the Shubham milk in Dharwad-Hubli city. In this project major findings are as follows.  More than half of the consumers are using the branded milk  Nearly half of the consumers are using Nandini milk.  Almost all the people are knew about the Nandini Shubham Milk  More than half of the people used Shubahm milk.  Half of the respondents are using Shubham milk daily  Almost all the people given good rate for the taste and thickness of milk  Half of the respondents considered quality as factor while purchasing milk  Most of the respondents says there is no schemes or offers of Shubham milk  Nearly half of the respondents said that the price of milk is high  Most of the respondents are not wish to change their brand  High density of the respondents are not getting milk from day to night  More than half of the respondents wish change in the Shubham milk  More than half of the sample size is satisfied with Shubham milk.

Babasabpatilfreepptmba.com

Page 4

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Introduction

The history of Indian Milk Products is perhaps as old as Indian civilization itself. Even as our ancestors began to domesticate milch animals, they found innovative ways to convert highly perishable milk into more stable and longer lasting milk products.

When we say 'Indian' milk products we tend to distinguish such products from Western milk products such as cheese, yogurt, ice-creams, sweetened condensed milk and butter oil. However, we do have parallels for all such western products in the form of paneer, curd/lassi, kulfi, rabri and ghee . The opportunity provided by increased availability of liquid milk can now be used for efficiently manufacturing and marketing Indian milk products with long shelf life.

This will help in tapping the potential demand for Indian milk products in both the domestic and foreign markets.

I commend the efforts of Dairy India to combine the learning experiences of the dairy industry in manufacture of Indian milk products with new processes, technologies and modern management

Dr V Kurien , Father of White Revolution; Founder-Chairman, National Dairy Development Board; and Chairman, Gujarat Cooperative Milk and Marketing Federation Ltd (Amul)

Babasabpatilfreepptmba.com

Page 5

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Development of Dairy Industry in India During the pre-independence era, there was no serious press given to dairy industry. In 1886. The department of defense of the British government establishes the drain forms for the supply of milk to British troops in Allahabad. Later, 1920; various steps were taken by Mr. William Smith, an expert in dairy forming to improve the milk production. There was discrimination done to the Indians. In Luknow, in 1937, called "The Luknow Milk Producers co operative Union Ltd".

The dairy and animal husbandry received attention after the independence.

There was lot man of progressive steps taken by the government through five (5) year plans. Indian councils for the agriculture research mostly drew up these plans.

Further, our late Prime Minister Lai Bahaddur Shastri felt the need for setting up co-operative society throughout the country for the sake of rural development. This led to the formation of "National Dairy Development Board" in 1965. This board was registered under the society's registration act and public trust act, having its office at Anand, Gujarat.

The dairy and Animal Husbandry received serious attention after the independence. There were lots many of progressive steps taken by the government through five year plans. This led to the formation of National Dairy Development Board in 1965 & thus in 1970 he decided to Bring a “ White Revolution� through out the country, Initially 10 states were selected were for this purpose excluding Karnataka.

In Karnataka in 1974 an integrated project was launched to restructure and reorganize the dairy industry on Co-operative principle of AMUL and to lay foundation for new direction in dairy industry.

Babasabpatilfreepptmba.com

Page 6

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

NATIONAL DARIY DEVELOMENT BOARD: The NDDB was founded to replace exploitation with empowerment, tradition with Modernity, Stagnation with growth, transforming dairy into and instrument for the development of Indian’s rural people.

The NDDB was established in 1965; the board is registered under the Societies Registration Act and the public Trust Act, fulfilling the desire of the Prime Minister of India – the late Lal Bahaddur Shastri to extend the success of the Kaira Co-operative Milk producers union (AMUL) TO OTHER PARTS OF India.

Dr Vergese Kurien was the founder chairman. The success combined the wisdom & energy of farmers with professional management to successful capture liquid milk and milk product markets while supporting farmer’s investment with inputs and services.

The Growth: NDDB began its operations with the mission of making dairying a vehicle to a better future for millions of gross roots milk producers. The mission archived helped to launce ‘’Operation Flood’’, a programmed extending over 26 years and with the help of World Bank Loan India become the world’s largest milk producing country. As per March 2001 India’s 96000 Dairy Co-operative are integrated thorough a three Tier Cc-operative structure. The Anand pattern, which is owned by more than 10 million formers, procures an average of 1605 million liters of milk everyday. The milk is processed and marketed by 170 milk producers’ co-operative unions which, in turn own 15 state co-operative milk marketing federation. Since its establishment the dairy development board has planned and spearheaded India’s Dairy programmer by placing dairy development in the hands of milk producers and the professionals they employ to manage their co-operatives. In addition, NDDB also promotes other commodity based co-

Babasabpatilfreepptmba.com

Page 7

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City operative, allied industries and veterinary biologically on an intensive and nation wide basis.

OBJECTIVES OF NDDB:  To sponsor, promote, manage, acquire, construct or control any plant or work, which promote projects of general public utility relation to dairying.  To make information available on request to technical services to increase production of Milk.  To prepare initial feasibility studies of dairying and other dairy related projects and undertake subsequent designing planning and start up those projects.  To undertake research and development programmed related to production and marketing of milk and milk products.  To provide assistance for exchange of information to other international agencies.

Services rendered by NDDB: •

Planning dairy and rural development projects.

•

Organization of farmer co-operative societies.

•

Setting up of dairy and cattle feed plants.

•

Manpower planning and training.

•

Applied research and development.

•

Implementation of milk production enchantment programmed.

Babasabpatilfreepptmba.com

Page 8

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

FACTORS INFLUENCING TO ESTABLISH MILK DAIRY •

Geographical location: The ideal location of the dairy factory is on sound ground in outskirts of the city easily approachable by good roads all through the year.

It should have an overhead tank of adequate capacity or should be connected to large water mains of a municipal water supply.

•

Size of the firm or dairy Size of the firm is a factor to be decided by the operator depending upon his managerial kept ability and availability of land, proposed number of milk capacity and capital investment.

• Lighting Good lighting is required for quality control, clearing and prevention of worker fatigue and accidents.

• Building The dairy should construct with masonry walls with fire resistant roof.

The installation and adhesives for cold store should be incombustible type. Cold store and hardening rooms are to be fitted with alarm bells to avoid leek in incidents.

• Compressor room High capacity compressor should be fitted with safety device to prevent build up of dangerously high pressure, which could develop if the compressor

Babasabpatilfreepptmba.com

Page 9

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City is started with its discharge valve shut or if the cooling water supply to condenser is stooped.

• Electrical installation Safe electrical installation with a suitable system adequate to carry the loads, safe over current protection for motors, proper grounding and use of approved electrical materials should maintain. Because the causes fire attributes directly or indirectly to defect electrical installation, •

Boiler room A boiler is essential for a dairy to supply hot water and stream used in various; operations such as washing, sterilizing. Pasteurization, condensing and drying, etc.

• Distance from the Market The dairy should be established at a convenient distance so that there is market facility both for selling milk and milk products, for buying concentrates or other requirements of the firm. Since dairy products need immediate disposal especially liquid milk, the nearness to the market is an added advantage though large farming may facilitate transportation by trucks: nearness will save a lot of botheration

Babasabpatilfreepptmba.com

Page 10

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Introduction of Karnataka Milk Federation Karnataka Milk Federation Karnataka Cooperative Milk Producers' Federation Limited (KMF) is the Apex Body in Karnataka representing Dairy Farmers' Co-operatives. It is the third largest dairy co-operative amongst the dairy cooperatives in the country. 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 Fresh milk and milk products.

Karnataka Milk Federation (KMF) sells products by the name of Nandini. They are famous for taste and quality. Nandini sweets like pedha, jalebi, paneer. Curds and milk are savored by thousands of people in India. As the name suggests it is the federation of milk producers association working on cooperative principles. Almost every district in state of Karnataka has milk producing co-operatives. The milk is collected from farmers who are its members, of

processed

and

sold

in

the

market

by

the

brand

Nandini.

HISTORY OF KMF The first ever World Bank funded Dairy Development Program in the country started in Karnataka with the organisation of Village Level Dairy Co-operatives in 1974. The AMUL pattern of dairy co-operatives started functioning in Karnataka

Babasabpatilfreepptmba.com

Page 11

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City from 1974-75 with the financial assistance from World Bank, Operation Flood II & III. The dairy co-operatives were established under the ANAND pattern in a three tier structure with the 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.

The Karnataka diary development corporation was established in the year 1975 under the World Bank assistance. The main objective was to organize the Anand pattern milk cooperative societies and there by helping the farmers to increase the milk production by getting technical input services and procuring the milk, procured by them around the year. In order to process and market the milk so collected, diaries and chilling centers where established in the southern part of Karnataka subsequently I the year 1984. It was converted into Karnataka Milk federation (KMF). The KMF is the apex body according to National Development Board (NDDB).

OBJECTIVES OF KMF The Karnataka milk federation is a co-operation apex body in the state of Karnataka for representing diary farmer's organization and also implementing, diary development activities to achieve the following objective.  Providing assured and remunerative market for all the milk produced by the farmer members  Providing hygienic milk to urban consumers.  To build village level institution in cooperative sector to manage dairy activity.  To ensure providing of milk production inputs processing facilities

Babasabpatilfreepptmba.com

Page 12

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City disseminations up know how.  To facilitate rural development by providing opportunities for self employment at village level preventing migration to urban areas introducing cash economy and opportunity for steady income.

FUCTIONS OF KMF The KMF implements all the project activities. After all project activities are accomplished, the federation aims at formulating marketing the milk and milk products.

The Karnataka milk federation, which has the following functions.  the foremost function of Karnataka milk federation is to co ordinate the activities between the union and also in making market available, so that production increases,  The federation also manages to market milk and milk products outside the state.  It manages surplus and deficiencies of milk among the milk union and helps in dispatching the milk and milk products at reasonable price  Training and development senior managerial personnel, acquiring and applying all recent technologies, prescribing quality guidelines and norm

THE GROWTH PROCESS The growth over the years and activities undertaken by KMF is summarized briefly hereunder: 1976-1977

2007-2008

Dairy Co-operatives

Nos

416

Membership

Nos

37000

1956163

Milk Procurement

Kgs/day

50000

3025940

Babasabpatilfreepptmba.com

11063

Page 13

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Milk Sales

Lts/day

95050

2129790/curd:1.77LKPD

Cattle Feed Consumed

Kgs/DCS

220

3010

Daily Payment to Farmers

Rs. Lakhs

0.90

342

Turnover

Rs. Crores

2707.00

FUTURE VISION •

To consolidate the gains of Dairying achieved in the state of Karnataka and with a view of to efficiently chill, process and market ever developing and increasing milk procurement with an utmost emphasis on the Quality and in the process conserve the socio-economic interests of rural milk producers, the Govt, of Karnataka through KMF has proposed to undertake several projects with financial and technical support of NDDB for which an MOU was signed between Govt, of Karnataka and NDDB on 10th Nov. 2004.

•

To march forward with necessary zeal this will make KMF a trailblazer of exemplary performance and achievements becoming other milk federation in the country in pursuit of total emulation of its good deeds

•

To promote producers oriented viable cooperative society to impart an impetus to the rural income, dairy productivity and rural income.

•

To abridge the gap between price of milk procurement and sale

•

To compete with MNC's and private dairies with better quality of milk and milk products and in the process sustain unavailability of cooperators

Babasabpatilfreepptmba.com

Page 14

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

KMF and its Milk Union KMF has to milk unions throughout the state which to procuring milk from primary dairy co-operative societies and distribute milk to the customers in various towns/cities/rural markets in Kamatak,

Babasabpatilfreepptmba.com

Page 15

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Co-ordination of activities among the unions and developing market for product is the responsibility of KMF. The milk union organizes the marketing of milk in respective. The federation monitors surplus or deficit of milk among the member milk unions while marketing of all product is organized by KMF, state, all the milk and milk product are also sold under a common brand name "Nandini".

DMU DHARWAD

Babasabpatilfreepptmba.com

Page 16

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City DHARWAD MILK UNION INTRODUCTION The Dharwad Milk Union is co operative society among the 13 establishments, under KMF. The Dharwad Milk Union (DMU) is one of the most modern plants in Karnataka. It is located in the specious 50 acres of land, located in Lakamanahalli Industrial Area, adjacent to the National Highway-4. It is patterned after the AMUL Milk Dairy, Anand, and Gujarat

HISTORY A group of experienced officers, appointed by the Karnataka Milk Federation surveyed the whole of Dharwad districts (including two newly formed districts Gadag and Haveri) and Uttar Karnataka. Further they found out, there is need for a milk dairy. They traveled the surrounding villages, educated the villagers about milk and milk products and the benefits, they would yet from the milk dairy.

Seeing the overwhelming response and untapped resources and the huge market, the Federation decided to setup the Milk Union in 1984, know as the DHARAWAD

DISTRICT CO-OPERATIVE MILK PRODUCERS SOCIETIES UNION LIMITED (DMU).

Further in 1988, the Rayapur Dairy and Chilling Center, setup in 1968, also come under the union. In 1989, the' training center, which was controlled by KMF, came under Dharwad Milk Union.

The main purpose of establishing of this unit is to encourage milk producers inhabited in rural areas. It has 8 chilling plants spread over the above 4 districts and production plant in Dharwad the turnover is on an average of 5 Crores per year.

OBJECTIVES OF DMU Babasabpatilfreepptmba.com

Page 17

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City  To provide assure and remunerative market for the milk produced by the formers.  To provide good and best quality milk to its consumers.  To build bridge between masses of rural producers and millions of consumers.  To achieve socio-economic revolution hinterland of the states  To ensure maximum returns to the milk producers.  To facilitate rural development by providing opportunities for self-development at village level  To built village level institutions in co-operative sector to manage the dairy activities.  To provide milk at reasonable rates to the consumers.

MISSION OF DHARAWAD MILK UNION (DMU) 1. To promote social economic development of rural people 2. Empowering rural people through self sustaining through dairy activities.

3. To be self sufficient in milk production through rural development 4. To penetrate upcountry market to enhance liquid milk sales and FDP (First 1) air Product) 5.

Ensure that the milk and FDP supply to its customer around the clock

6.

Commissioning in dairy milk parlor at the costal belts of Uttar Kannada districts

7.

Promoting brand image of the Nandini products through various consumer awareness programs

Babasabpatilfreepptmba.com

Page 18

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City PROFILE OF DHARAWAD MILK UNION Name

Dharwad Cooperative milk producers society union Ltd, Dharwad

Status

A

co-operative

society

registers

under the

co-operative

society's act of 1959.

Location

Lakamanahalli Industrial area, Dharwad 25

Area of operation

acres (approximately) ;, , Dharwad, Haveri, Gadag and Karawar (UK) districts

Nature of the business

•

Procuring and marketing of milk

•

Production and sale of milk

: Share capital

products 3 crores approximately

Board of directors

Elected members - 8 Ex-officer

By Govt

Total workers Number of departments

I

5 -3

332 9

Brand name

Nandini and Shubham v

Present level of activity

Collection of milk 84000 liter per day Sale of milk 70000 liter per day

Babasabpatilfreepptmba.com

Page 19

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City AWARDS AND ACHEIVEMENTS OF DMU:  In 1998-1999 awarded as the best dairy in Karnataka for maintaining the huge amount of milk, which comes from the other milk unions without contamination.  Highest milk product producers in north Karnataka.  Well equipped plant with highly sophisticated machines and best professional working facility in North Karnataka.

MISSION STATEMENT OF DMU: Dharwad Milk Union is committed to provide maximum possible price for the milk supplied by its members and provide necessary inputs to enhance milk production while ensuring economic viability of the Union and is also committed to provide quality milk products to consumers and emerge as one of the top most milk union of the co-operative dairy industry in the country

Babasabpatilfreepptmba.com

Page 20

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Different Products of KMF DMU. Dharwad product the following milk and Milk Products: Toned Milk: Karnataka's most favorite milk. Nadine Toned Fresh and pure milk containing 3.0% FAT and 8.5% SNF, Available 1 in 500ml and 1 liter packs.

Shubham: Buffalo's milk, 100% pure pasteurized processed and packed hygienically, this milk has 5% fat and 9%snf. Available in 5ooml and 1 liter, and also Available in 5trs packs, for marriages, and other functions.

Full Cream Milk: Full cream milk, containing 6% fat and 9% SNF, Rich,

creamier

tastier milk, ideal for preparing home-made sweet & savories.

Available in 500ml and 1 liters packs.

Homogenized toned milk: Nandini homogenized milk is pure milk. Which is homogenized and pasteurized, consistent right through, it gives you more cups of tea or coffee and is easily digestible. Available in 500ml packs.

Curd: Nandini curd made from pure milk, its thick delicious Giving you all the goodness of homemade curds. Available in 200gms and 500gms sachet.

Babasabpatilfreepptmba.com

Page 21

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Babasabpatilfreepptmba.com

Page 22

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Organisation Chart BOARD Directors (8members)

Ex officers (5members)

Govt nominees

Procurement Dept

Transport

Product director

Quality control

Marketing dept

F.G.S& stores

Administrative dept M.I.S

Finance dept

Security dept

Babasabpatilfreepptmba.com

Page 23

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

INPUTS AND PROCUREMENT DEPARTMENT This department is playing vital in functioning of DMU. In any milk union this department handles the activities of milk procurement and inputs required far production.

Function of I & P department: a. Procurement of milk from milk producer's co-operative societies. b. Establishment of milk producer's co-operative societies. c. Encouraging fanners to produce more milk. d. Giving fair price to good quality of milk.

Procurement of milk DMU is producing at an average of nearly 72,000 liters of milk per day.

Procurement of milk varies seasonally and during flush season i.e., from September to December, the milk productivity is high and in summer, it is low. Milk collected from societies is taken to the nearest chilling center to add the self-life of the milk.

After chilling the milk is loaded into the tanker and is sent to the near by the union.

There are sixth chilling center in the purview of the DMU, which procure milk from 450 DCS's.

Once milk is brought to the union, it is rechecked for quantity, quality and freshness and then it sent for further production process.

If the milk is spoilt in transit it is brought to the notice of the concerned society. But in case of away society if the milk is spoilt due to the carelessness/delays’ of the driver it is brought to the notice the contractor and is held responsible for the loss.

Babasabpatilfreepptmba.com

Page 24

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

I&P Department Structure

Manager

Procurement wing

Technical input wing

Deputy Manager

Deputy Manager

Assistant manager

Assistant manager

Extensio n officers

Clerks

Babasabpatilfreepptmba.com

Clerks

Helpers

Page 25

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Establishment of Dairy co-operative societies (DCS) It is one of the important tasks carried out by P & I department. Societies are established in villages. There should be a minimum of 50 members from a society and there should be surplus of at least 75 liter of milk per day; there should be resident of that area and should posses a milk produce animal either a cow or a buffalo or both. Among the members, chief is elected who I responsible for running of the society. He is also responsible for selling the shares to the formers who contribute to the society.

Share of Rs 100 each should be allocated and a society should accumulate a minimum of Rs 20,000 from the sale of the shares.

After commissioning and registration, a general body meeting of the society is held.

Nine members who are influential and knowledgeable are selected who become director of the society. Two other members are selected to take part as a secretary and a tester.

It is the duty of the secretary to maintain all the records and ledgers of daily transactions. The tester verifies the quality of the milk by testing and prepares a sheet, note down the readings and sends it with the carrier of the

Babasabpatilfreepptmba.com

Page 26

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Promotional activities: The P & I department has under taken various promotional measures to increase the production of milk. Some of the its activities are DMU maintaining a cold storage where semen of high milk producing cows and buffaloes are stored. By imparting training the, society's people, it has given artificial insemination to nearly 40,457 cows and buffaloes in 2007-2008.  It is supplying god quality of seeds to the farmers so that they can grow good quality of fodder.  It is giving training to the members of the societies with intention of the adopting dairy scientifically.  It has also tied up with number of banks to provide loans to the farmers for acquiring health animals of high milk productivity.  It has supplying nearly 662 tonnes of fodder per month.  Mineral mixture, vaccination and other training programs are conducted.

Thus DMU has taken all the possible to enhance the production of milk, growth of societies that i n d i r e c t l y leads to the rural development.

Babasabpatilfreepptmba.com

Page 27

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

PRQDUCTON DEPARTMENT Production department is one among the most important department of DMU performing vital role in the existence of DMU. Most of the equipment used is imported from Sweden and Denmark. At every stage of production care is taken to maintain the quality and freshness of milk and milk product. The containers, pines and used pumps used in production process are made up of stainless steel. I lie Production department has the following structure

Babasabpatilfreepptmba.com

Page 28

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City MANAGER

Deputy manager

Office staff

Assistant manager

Assistant (stores)

Technical officer

Assistant(a ccount)

Clerk

Typist

Senior supervisor

Junior supervisor

Dairy operation

Dairy technician

Babasabpatilfreepptmba.com

Dairy worker

Page 29

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Procedure in Production Department When the milk is received from can and tankers, it is tested for freshness and quality. After the approval of the testing officer the milk is forwarded to the milk chillers to extend the selflife of the milk.’ It is then stored in raw tanker.

Production Procedure

DCS

Fresh Liquid Milk

Sample

Fat & SNF

Chilling Storing Pasteurization

Separation Homogenizati

Storing Packaging Dispatching

Babasabpatilfreepptmba.com

Page 30

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

The main objective of this department is to follow up production schedule as per plan and to maintain close and co-ordinate with order departments and ensure to upgrade the technical efficiency of production. Milk, as it is highly perishable product has to be proceeded immediately to avoid spoilage with respect to 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 done through lactometer reading and other tests. The fat and NSF 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 raw milk is passed through plate chiller of variable capacity where it is cooled up to 4-5 degree Celsius. This cooled raw material is further stored in a silo of 30,000 liters capacity.

Purpose of Chilling:This is dine to avoid the growth of micro organisms, which spread the spoilage and bitter taste. The milk which is stored in silos is pumped through pipeline to balance tank which helps to maintain the steady speed of flow of milk in the pasteurization machine.

Need of Pasteurization:It is a process where milk is heated to high temperature and cooled instantly, to destroy the micro organisms. The pasteurized milk is stored in Pasteurized milk silos and then sent to pre-packing section. Packaging is done in 200ml, 500ml and 1000ml packs and stored in cold storage.

Babasabpatilfreepptmba.com

Page 31

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Cream The milk in bulk is taken to the cream separator, here the cream is separated. The cream is passed through Pasteurization Unit. This cream is sent to Butter section. The milk with no fat is skimmed milk. This skim milk is pumped back to Pasteurization Unit and heated 72 degree Celsius using stem and chilled to 4degree Celsius using chilled water and store is silos. This skimmed milk is sent to powder section. The pasteurized cream is mixed in proportion to pasteurized milk.

Curds :Raw milk is heated to 90 degree Celsius and allowed to cool up to 30 degree Celsius.

Later culture is added to id and packed, the curd is formed in the packets itself. It is stored and packed in 200ml and 500ml.

It is also packed curd in other vassals to satisfied the customers need. For example it produces 5 liter packs for pre ordered customers. And it also makes curd in special containers for their customer [for ISCON’s AKSHAYA PATRA YOJANA]

BUTTER:The cream which is stored in cream refining tank is taken to the churning section where it is churned. Here butter fat and buttermilk are separated. The vacuum pump removes excess of moisture, and butter comes out of the continuous butter making machine. Butter is packed in 100, 200 and 500 and 1000 grms . These are stored in deep freezer with temperature of 22 degree Celsius . If there is order of the salt butter they added salt water to the butte and the remaining procedure is same.

GHEE: There are 2 Ghee boilers of capacity1500 kgs per batch. A butter of 2.5 tons is melted and is brought to Ghee boiler. Here it is heated up to 117 -120 degree Celsius for 15 minutes so that the residue is allowed to settled down and Ghee is passed to setting tank through clarifiers. Later the Ghee is allowed for cooling and packed in tin of 200m500ml of pack and kept in the cold storage.

Babasabpatilfreepptmba.com

Page 32

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

PANEER:If there is excess of milk then the Paneer is being made. The milk is heated to 90 degree Celsius for 15-20 minutes. Glacial acetic acid is added to milk and then milk is strained through fine muslin cloth. The solid portion is retained and is put in water and then it is put in chilled water and left overnight. Later it is packed and kept in cold storage.

MILK POWDER:The capacity of the powder plant is 12 tons. There are 2 sections in the plant- Evaporator and spray Drier through which milk is converted to Milk Powder. In evaporator, the milk is boiled at 55 degree Celsius at high vacuum pressure. Milk is concreted to drier . The 45% of milk is solid and the remaining portion is evaporated and the moisture is removed but the milk consists of the 4% of the moisture.

PEDA:Dharwad is well for its Peda . The DMU has separate Peda section. About 8 liters (depends upon the demand) is heated continuously for 3-4 hours till the milk is semisolid, later sugar and other ingredients are added and stirred continuously on low flame.

Later it is cooled and made small shaped pieces.

Babasabpatilfreepptmba.com

Page 33

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

FINANCE AND ACCOUNTING DEPARTMENT Finance department is one of the main departments of DMU, which helps in smooth functioning of business as it maintains an easy access to the availability of capital, cash flow and financial stability.

The accounting period of DMU is from as April to 31 March the financial statements, the balance sheet P & L account of the previous year are prepared before May 31.

Bill of the society is remitted once in 21 days through nationalized banks. Daily reports of the defaults of the agents are submitted to the marketing departing. The liabilities of the previous year are cleaned within May of the coming financial year, A monthly P & L a/c, receipts and payments a/c are prepared and submitted to the board of Directors for decision making, classification in planning and taking corrective steps in case of failure to attain objective.

The departments deal with the double entry method of book keeping. Some of the books maintained by this department are cash book, bank book, journal, ledger, like general ledger, personnel ledger etc.

The firm adopts two of auditing 1. Pre audit: A charted accountant is hired for this purpose.

2. A statutory audit by the co-operative department.

Reporting to the management: Every month an audit report is submitted to the management by pre-audit system. This report contains how many agents' defaulted, monthly receipt and payments a/c etc.

Babasabpatilfreepptmba.com

Page 34

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

The structure of finance Department is as shown:

Deputy Manager

Assistant Manager Assistant Account officer Assistant accountant Helper

Babasabpatilfreepptmba.com

Page 35

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

ADMINISTRATION DEPARTMENT The Administration department controls the overall functioning of the organization. The organization consists of the following three levels.

•

I Managerial cadre include Managing Director, Deputy Manager and Assistance Manager.

•

Supervisory level includes technical officers and supervisors.

•

Worker level includes labors helpers.

The overall responsibility of Administrative executive/managers comes under three

board categories as given bellow.

 General co-ordination: 1.

2.

Maintenance of files, records etc, up to date. Collecting and presenting data in the form use full information from the records.

Implementing the organization system, procedures and polices in a coordinate manner.

3.

Ensuring smooth running of the office by interfacing with the external agencies as required for e.g. payment of telephone / electricity / water supply bills, etc.

4.

Maintenance of the office premises.

 Providing Facilities: 1.

Designing and implementing forms for variety of purpose, where some exist across the organization.

2.

Allocating space for people, furniture equipment, etc. as the organization norms

3

Maintenance and upkeep of office equipments.

Babasabpatilfreepptmba.com

Page 36

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City 4

Attending to small necessary needs of various people working in the organization like traveling tickets for office purpose etc.

 Effective control: 1. Maintenance of files, records etc, up to date. Collecting and presenting data in the form use full information from the record.

2. Recording and maintaining attendance, leave details, looking after the security needs etc.

3. Reducing the cost of office operation, production costs, without affecting the functioning of the organization.

 Canteen There is a canteen in the premises itself. The employees are provided lunch for Rs 3 only, tea etc. at a reasonable rate..

 Time Office The department records the working hours of the employees. Time machine shows the entry time and exit time of the each employee. The workers are divided into two different shifts control the working of the department. Each employee is given punch in the time machine and before living the premise he has to do the same. Based on this attendance, canteen bills are charged, wages are fixed and deduction are made.

SECURITY DEPARTMENT Babasabpatilfreepptmba.com

Page 37

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Dharwad milk union occupies 25 acres of land the whole premises is guarded by the security personnel. The security people work in three shifts. All the vehicles are checked before entering the premise. The department also maintain separate register like store in register, attendance register etc.

MARKETING DEPARTMENT The marketing department of DMU is considerably extensive which covers an Area viz., North Goa, Uttar Kannada district, Haveri, Gadag, Hubli and Dharwad Marketing of milk and products is done under brand name "Nandini". Except loose milk other products arc marketed by KMF, the marketing agency. Due to perishable nature of products live greatest responsibility is over marketing department to all the products before losing its quality.

Before pre-liberalization (July 21st 1991) the DMU enjoyed a monopoly due to cooperative organization and other benefits received from the state government. But after July 21st 1991 the scenario totally changed, new private diaries started grounding like mushrooms with entrance of private diaries the DMU facing a tough competition resulting into major loss of market share gradually over the years. Today DMU has only 23 % of total market share.

DMU operates in 17 cities/ towns having a total population of 1.05 million.

Retailers

Milk powder: Enjoy the taste of pure milk!

Skimmed milk powder

made

form pure milk, processed

Babasabpatilfreepptmba.com

and

packed

Page 38

hygienically.

Available l00gms,

in

200mgs, 500gms, l kg& 25 kg Pack.

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Butter: Rich, and

smooth delicious.

Nandini butter is made

out

of

fresh pasteurized cream, rich taste, smooth

Marketing department

and

texture

the

rich

purity of cow's milk makes any Marketing Manager

preparation delicious

a treat.

Available in 100 gms(salted), Technical Officers 200gnis and

Deputy Manager

500gms cartons Development both salted and Officer

Marketing Superintenden t

unsalted.

Vanshroffs

Development Officer

Accounts & purchase

Vanshroffs Marketing Assistant

Peda : No matter what you

ate

celebrating!

Made from pure milk, peda

Nandini is

a

delicious treat The closest competitors with regard to market share qualities of milk, price and for the family. It goodwill are, will be store at ■ Local vendor room ■ Aditya temperature ■ Arokya

approximately 7days.

Babasabpatilfreepptmba.com

Available 250gms container

in pack

Page 39

Ghee: A state of purity, To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City ghee Nandini made from pure ■ Sri Krishna

butter. It is fresh

■ Gopal

and pure with a Local brand milk like Navalur dairy milk. And localdelicious milkmen flavor, hygienically manufactured and packed* in a special to CHANNELS OF DISTRIBUTION SYSTEM OFpack DMU: retain I.

DMU—-> Transportation Vehicles—-> Dealers goodness

the of

Door delivery boys ---> Consumers pure ghee. Shelf life of 6 months II. DMU -—>Transportation Vehicles —-> Institutions. at etc.)ambient (Institutions: hospitals, hotels, hostels temperature.

III. DMU —->Transportation Vehicles —-> Parlors ---> Consumers.

Available in 200ml, 500ml, IV. DMU —->Transportation Vehicles—-> Day CountersConsumers.

1000ml sachets, 51trs tins and SRTAGETIES OF THE MARKETING DEPARTMENT: 15kegs ■ Visit to all roots of individual points by going in atins. root distribution vehicle for contact with all agents.

■ Aims to conduct 5 Consumer Awareness Programs and various Seminars.

■ Aims at conducting agents' meetings.

■ Aims at setting 10 Exclusive NANDINI Milk Parlors.

■ Aiming to set up new sales promotional and advertisement activities.

■ Women association programs.

Babasabpatilfreepptmba.com

Page 40

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Strategy Implementation system: Marketing strategy like sales promotional and advertisement activities of DMU are as follows.  Press advertisements  Hoardings  Wall paintings  Rental for KSRTC Buses  Leaf lets  Banners  Vehicles paintings and own hoarding paintings  Pole ads and Flute boards  Milk carry bags  Calendar and greetings  Exhibition, drawing and consumer mela.

Babasabpatilfreepptmba.com

Page 41

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

QUALITY CONTROL DEPARTMENT The main task of the quality department is to see and check the quality of milk and milk products produced in the plants.

There arc various tests conducted by the officers in charge as well as the assistants to meet this requirement. If any product does not pass through the quality standards then the produce is rejected. Even before dispatching the products undergo testing and it only after the approval of the quality department that the goods are dispatched

Test conducted at the DMU; When the milk arrives at DMU, at the reception center a panel of well qualified persons in a laboratory tests the quantity and quality of milk.

There are number of tests carried, some of them are as follows•

Taste

•

Flavor.

•

Acidity

•

Corrected lactometer reading.

•

Gerber method for fat test.

•

Milk-tester method.

•

Moister test.

•

Solid not tests.

Babasabpatilfreepptmba.com

Page 42

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

The other tests conducted are: TEST

REASON

Temperature

Should be below 5 degrees

Clot on Boiling

If mill curdles soon after billing milk is rejected

Acidity Test

To test: the extent of acidity

Alcohol Test

To check the heat stability of milk

Lactometer

To check the density of milk

Fattest

Percentage of fat determined

SNF Test

Percentage

of

SNF

determined

for

pricing SNF=CLR+FAT/4

QUALITY CONTROL DEPARTMENT CHART DEPUTY MANAGER

ASSISTANT

ASSISTANT

MANAGER QUALITY ASSISTANT OFFICER(Chemicals)

QUALITY ASSISTANT OFFICER (Chemicals)

QUALITY QUALITY ANALYST

LAB ASSISTANT

Babasabpatilfreepptmba.com

ASSISTANT Page 43

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

HUMAN RESOURCS DEPARTMENT HRD is the department, which looks after the well-being, recruitment and selection of the employees.

There are a total of 332 employees, out of which * 10 are from managerial level comprising of MD, Managers of various department,. * 41 are from middle level comprising of technicians, executives, supervisors, chemist, * 35 are the comparing of administrators, superintendents, assistant managers etc. * And 246 are from level comprising of helpers, workers, operator, etc.

Recruitment and selection; The recruitment is done through the advertisement in papers regarding the type of vacancy and the qualification experience required etc. The HRD manager looks for the appropriate candidate in the Employment exchange may appoint him. Otherwise he put up ad in the news paper and the procedure for the recruitment is followed. Lastly the selection is done through the company cadre and recruitment rules and regulations.

Training Selected candidate may be given training on the basis of work he is required to do.

Therefore the selected candidates may be sent for training in any one of the following centers   

NDDB, Anand.

NDDB Southern Regional training center, I rode.

Institute of Rural Management, Anand (IRMA) NDRPs National Dairy.

Babasabpatilfreepptmba.com

Page 44

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City  Central Training institute, Bangalore. (KMF

FACILITIES:The organization provides various facilities to the employees such as transportation, medicine, uniforms, canteen facilities etc. Some of the facilities listed below –  Salary as per government scale.  Bonus, as per bonus Act.  Transportation: For the transportation i.e. coming to the work place an employee gets  Rs. 300/- if he own has motorcycle. He gets Rs 200/- if he owns a moped, or else he gets Rs 150/-.  Medical: An employee will be reimbursed Rs 2500/-if he takes treatment as an outdoor patient, otherwise he will be given Rs 3500/-if he takes treatment as indoor patient. He should produce the bills of the treatment.  Canteen: Employee can get the canteen facility very cheaply. He can get meals for Rs 3.00, Tiffin for Rs2.00 and tea Rs 1.00 and the employees who work at night served without any charge.  Uniform: Two fairs of uniform and new fair of shoes are provided for male employee every year and for women employees two sarees and u fail of wear is been provided.  Quarter liter of milk is given at free of cost to all employee every day\ and twice in a year, half kg of ghee is given.  Provident fund: Every month the employee contributes 12% of his salary to the provident and also the management contributes 12% of the salary. Thus a total of 24% of the salary appoint will be earmarked towards family pension scheme  Gratuity: Every year 15 days salary will be taken for calculation and gratuity is paid..  ESI: Employee who receives less than 6500/- are covered under this scheme.  Rs 30/- is attendance bonus to the employee who is regular to the work.  Subsidy on house building allowances, heat allowances is provided to the

Babasabpatilfreepptmba.com

Page 45

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City employees. ď ś For women's pregnancy allowance and other allowance is pan idea.

PURCHAGE DEPARYMENT: It is a sub-department, which comes under Finance Department. The main work of this department is to purchase various materials required by different departments.

After a seen inning the stock position by stores department and indent is sent by different departments dull\ approved by the Managing Director. This department's function is to purchase materials.

It also maintains records for Tenders, quotations etc. Quotations with lowest rate are sanctioned. Purchases up to Rs. 50,000 require approval of Managing Director

The structure of Purchase Department

Purchase Officer

Purchase Superintendent AsstPurchase Officer

Helper

Babasabpatilfreepptmba.com

Page 46

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

STORES DEPARTMENT This department store the material required for day to day consuming required in the process of production and for other purposes. Kardex method is practiced i.e., the items are coded and arranged systematically for easy access

Function:  The main functions of the department are as follows:  It has to maintain minimum and maximum quantity of material.  There should be a proper maintenance of record.  It tries to reduce the inventory cost  It should send the stock report to the purchase departments  If the material or goods are not as per requirement of the stock, it should immediately send indent form to the purchase department.  It should supply to the respective departments whenever in need of the goods or materials.

Procedure: Whenever a particular department is in need of any good or material it makes the request to the store department in the prescribed indent form. The department verifies the form quantity required and department send the indent form to the purchase department. Then the purchase department purchases the required material and hands it the store department supplies it to the respective department.

Store department of DMU does not store costly and heavy machines as it. Will be dead investment, but the items which may be needed at any time are stored. The main work or task store department is to see that the production process does not stop. .

Babasabpatilfreepptmba.com

Page 47

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

ENGINEERING AND MAINTAIINCE DEPARTMENT This department maintains stock of almost all the spare pans of the incliner) so that production process may not get halted because of some defects. Well qualified and experienced engineers are always ready to repair the defects in the machinery.

Function of engineering department:  To look after the proper working of the machines.  To immediately take corrective measure in case of defects in machines.  To keep the stock of the parts of the machines.  Proper maintenance of the machines  To take care of the any disturbance at various stages of production due to am mechanical defects in the machines.

Power plant: As DMU function 24 hours a day, 365 days a year it is necessary that the plant should have continues power supply. In case of power failure, generator are used to keep continues the flow of electric current as to avoid any disturbance in the working.

Babasabpatilfreepptmba.com

Page 48

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

About Milk Milk is the thing that is commonly consumed by the people as the part of the food. It is a complete food. It has almost all the nutrients which are essential for the growth of human body.

Milk may be defined as the whole , fresh, clean lacteal secretion on obtained complete milking of healthy milk animals.

Milk is an almost ideal food. It has high nutritive value. It supplies body-building proteins, bone-forming minerals and health-giving vitamins and furnishes energy-giving lactose and milk fat. Besides supplying certain essential fatty acids, it contains the above nutrients in an easily digestible and assimilable form. All these properties make milk an important food for pregnant mothers, growing children, adolescents, adults, invalids, convalescents and patients alike Milk should free from colostrums and should contain minimum prescribed percentage of milk fat and solids non fat.

CHEMICAL COMPOSITION OF MILK (%) : Sl.No. Species

Water

Fat

Protein

Lactose

Ash

1

Cow

86.6

4.6

3.4

4.9

0.7

2

Buffaloes 84.2

6.6

3.9

5.2

0.8

FOOD AND NUTRITIVE VALUE OF MILK Proteins Milk proteins are complete proteins of high quality, i.e. they contain all the essential amino-acids in fairly large quantities.

Minerals Practically all the mineral elements found in milk are essential for nutrition. Milk is an excellent source of calcium and phosphorus, both of which, together with vitamin D, are essential for bone formation.

Babasabpatilfreepptmba.com

Page 49

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Vitamins These are accessory food factors which are essential for normal growth, health and the reproduction of living organisms. Milk is a good source of Vitamin A (provided the cow is fed sufficient green feed and fodder), Vitamin D (provided the cow is exposed to enough sunlight), thiamine, riboflavin, etc.

Fat (Ghee) Milk Fat (lipid) plays a significant role in the nutritive value, flavour and physical properties of milk and milk products. Besides serving as a rich source of energy, fat contains significant amounts of so-called essential fatty acids (linoleic and arachidonic). The most distinctive role which milk fat plays in dairy products concerns flavour. The rich pleasing flavour of milk lipids is not duplicated by any other type of fat. Milk fat imparts a soft body, smooth texture and rich taste to dairy products.

Lastly, milk lipids undoubtedly enhance the consumer acceptability of foods; they also serve the best interests of human nutrition through the incentive of eating what tastes good.

Lactose The principal function of lactose (carbohydrate) is to supply energy. However, lactose also helps to establish a mildly acidic reaction in the intestine (which checks the growth of proteolytic bacteria) and facilitates assimilation.

Energy value The energy-giving milk constituents and their individual contributions are as follows:

Where

1

C

Milk fat

9.3 C/g

Milk protein

4.1 C/g

Milk sugar

4.1 C/g

(Food

Calorie)

=

1000

c

(small

calorie).

Note: The energy value of milk will vary with its composition. On an average, cow milk furnishes 75 C/100 g and buffalo milk 100 C/100g.

Babasabpatilfreepptmba.com

Page 50

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Major sources of food which contains the essential vitamins, minerals, proteins etc. need for body Nutrients Proteins Carbohydrates Fats Minerals Vitamin A

Vitamin B1 (Thiamine) Vitamin B2(Riboflavin Niacin Vitamin C Vitamin D

Purpose Essential for muscle building and Repair; give the body energy and heat.

Body energy and heat

Major Sources Meat, poultry, fish, milk,Cheese, beans, peas, nuts.

Bread, cereals, pastry, Sugar, vegetables, frui Body energy and heat Butter, Ghee, Oils Bone, teeth, body cells Dairy products, fruit, vegetables Growth, health of the eyes, Fat-rich dairy products, structure and function of the eggs, spinach, carrots, skin and mucous membrane. tomatoes, Fish liver oils.

Growth, aids appetite, prevents beriberi, function of the nervous system Growth, health of skin and mouth, functioning of the eyes.

Functioning of the stomach, intestines and nervous system.

Aids bones and teeth, prevents scurvy

Whole grains, eggs, green vegetables, yeast, liver, kidney Milk, cabbage, carrots, spinach, liver, eggs, yeast, lean meat, prunes.

Meat, heart, kidney, liver, eggs, fish, milk, peanuts, yeas Citrus fruit, maize, tomatoes, lettuce, cabbage.

Eggs, milk, fish liver

Aids in calcium-absorption which strengthens bones, prevents rickets.

Babasabpatilfreepptmba.com

Page 51

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

By seeing above mentioned different sources of foods, the milk contains all the essential proteins, vitamins and other minerals which other foods do not contain the all the minerals, vitamins etc. So we can say that Milk is the complete food.

Milk may be defined as the whole, fresh, clean, lacteal secretion obtained by the complete milking of one or more healthy milch animals, excluding that obtained within 15 days before or 5 days after calving or such periods as may be necessary to render the milk practically colostrums-free and containing the minimum prescribed percentages of milk fat and milk-solids-not-fat. In India, the term 'milk', when unqualified, refers to cow or buffalo milk, or a combination of the two.

Babasabpatilfreepptmba.com

Page 52

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

RESEARCH METHODOLOGY “To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City�

RESEARCH OBJECTIVES 1) TO know the awareness of Nadini Shubham Milk 2) To know the Customers Preference while buying the Milk 3) To compare the Pricing of Nandini Shubham Milk with other.

4) To Understand the factors influence to purchase Shubham Milk 5) To study the customer perception towards Shubham Milk 6) To Know opinion of consumer about the Nandini Shubham Milk Sampling : The overall consumers of the milk. Hundred percent coverage was difficult within the limited period of time. Hence the convenience sampling survey method was adopted for the purpose of the study.

Sampling Size: A sample of 100 was chosen for the purpose of the study. Sample consist of all the consumers of the milk in Dharwad-Hubli city.

Sampling Procedure: From the large number of customers of Nandini Milk users were selected.

Sampling method Convenience Method (Non-probability sampling method )used Field study: Directly approached respondents.

Babasabpatilfreepptmba.com

Page 53

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Data collection 1Primary data The primary data is collected from the with the help of questionnaire 2)Secondary data The required secondary data is collected from the company records, books, journal and internet etc.

Babasabpatilfreepptmba.com

Page 54

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

ANALYSIS AND INTERPRETATION 1 Personal Information a) Age Sl.No

Age

Frequency

Percent

Valid Percent Cumulative Percent

1

below 20

1

1.0

1.0

1.0

2

20-30

25

25.0

25.0

26.0

3

30-40

25

25.0

25.0

51.0

4

40-50

26

26.0

26.0

77.0

5

above 50

23

23.0

23.0

100.0

Total

100

100.0

100.0

age below 20 above 50 23.0%

1.0% 20-30 25.0%

40-50 26.0%

30-40 25.0%

Inference From the above graph 1it is clear that:  26% respondents are between 40-50 age  25% respondents are between 30-40 age  25% respondents are between 20-30 age  23% respondents are above 50age

Babasabpatilfreepptmba.com

Page 55

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City  1% respondents are below 20age These data shows that nearly half of the respondents are in between 30 -50 age.

1 B) Gender Valid Male Female Total

FrequencyPercentValid PercentCumulative Percent 55 55.0 55.0 55.0 45 45.0 45.0 100.0 100 100.0 100.0

gender 60 55 50 45

40

Percent

30

20

10

0 male

f emale

gender

Inference From the above graph it is clear that  55% of the respondents are male  45% of the respondents are female

This data shows that the number sample population is male.

Babasabpatilfreepptmba.com

Page 56

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

1 C ) Occupation FrequencyPercentValid Percent Cumulative Percent homekares 14 14.0 14.0 14.0 businessman

19

19.0

19.0

33.0

professionals

13

13.0

13.0

46.0

job holders

29

29.0

29.0

75.0

others Total

25 100

25.0 100.0

25.0 100.0

100.0

occupation 30 29 25 20 19

14

13

Percent

10

0 homekares

prof essoinals businessman

others job holders

occupation

Inference From the above the diagram it is clears that:  29% of the sample population is job holder  25% of the sample population is others  19% of the sample population is businessman  14% of the sample population is homemakers  13% of the sample population is professionals, These data shows that more number of respondents are job holders

Babasabpatilfreepptmba.com

Page 57

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

1 D) Income SL.No

FrequencyPercentValid PercentCumulative Percent

1 less than 5000

28

28.0

28.0

28.0

2

5000-15000

27

27.0

27.0

55.0

3

15000-25000

23

23.0

23.0

78.0

4

above25000

22

22.0

22.0

100.0

Total

100

100.0

100.0

income

less than 5000

5000-15000

income

15000-25000

abov e25000

0

10

20

30

Percent

Inference From above the graph it is clear that  28% % of the sample population are having income less than Rs5000  27%% of the sample population are having income Rs5000-15000  23% of the sample population are having income between Rs15000-25000  22% of the sample population are having income above Rs25000 This data shows that majority of the respondents are having income less than Rs5000

Babasabpatilfreepptmba.com

Page 58

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

2) Do you purchase branded milk SL.No

Frequenc Percent Valid Percent Cumulative Percent

1 yes 2 no 3 Total

y 77 23 100

77.0 23.0 100.0

77.0 23.0 100.0

77.0 100.0

Do you purchase brandedmilk no 23.0%

yes 77.0%

Inference From the above graph it is clear that ďƒ˜ 77%of the sample population is purchasing branded milk, ďƒ˜ 23% the sample population is not purchasing branded milk, This data shows that most of the respondents are using branded milk.

Babasabpatilfreepptmba.com

Page 59

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

3) Which are the brand do you normally prefer?

SL N0

FREQUENCY

PERCENT

VALID PERCENT

CUMULATIVE PERCENT

1 2

nandini arokya

42 5

42.0 5.0

42.0 5.0

42.0 47.0

3 4 5 6

srikrishna bharat others 2 or more

4 10 14 25

4.0 10.0 14.0 25.0

4.0 10.0 14.0 25.0

51.0 61.0 75.0 100.0

brands Total

100

100.0

100.0

Inference From the above graph it is clear that:  42% of the respondents are taking Nandini Milk  25% of the respondents are using 2 or more brands  14% 0f the respondents are using other brands  10% of the respondents are using bharat milk  5% of the respondents are using arokya milk  4% of the respondents are using srikrishna milk This data shows that the most of the respondents are using nandini milk

Babasabpatilfreepptmba.com

Page 60

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

4) Do you know about nandini shubham milk SL. No 1 Yes 2 No Total

Frequency

Percent

Valid Percent

Cumulative Percent

97 3 100

97.0 3.0 100.0

97.0 3.0 100.0

97.0 100.0

do you know about nandini shubham milk no 3.00 / 3.0%

yes 97.00 / 97.0%

From the above graph it is clear that: ďƒ˜ 97% of the respondents are know Nandini Shubham Milk ďƒ˜ 3%of the respondents are do not know Nandini Shubham Milk

This data shows that almost all are know about Nandini Shubham Milk

Babasabpatilfreepptmba.com

Page 61

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City 5) How do you come to know about nandini shubham milk SL.No

Frequency

Percent

Valid Percent

Cumulative Percent

TV advertisement

24

240

24.0

24.0

news paper family and friends Doctor Others more than 2 source Total

7 25 1 10 33 100

7.

25.

10 10.

33.

100.0

7.0 25.0 1.0 10.

33.

100.0

31.0 56.0 570 67.

100.0

Inference From the above the graph it is clears that :  33% of the people are know the Nandini Shubham Milk from 2 or more sources  25% the people are know Nandini Shubham Milk from the Family and Friends  24% 0f the people are know Nandini Shubham Milk from the TV Advertisement  10% the people are know Nandini Shubham Milk from the other sources  7% of the people are know Nandini Shubham Milk from Newspaper  1% of the people are know Nandini Shubham Milk from the Doctor These data shows that most of the respondents are know about the Nandini Shubham Milk from 2 or more than 2 sources.

6) Have you ever purchased nandini shubham milk have you ever purchased nandini shubham milk

Babasabpatilfreepptmba.com

Page 62

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City SL .No 1

Frequency Percent Valid Percent Cumulative Percent yes

90

90.0

90.0

90.0

2 no

10

10.0

10.0

100.0

100

100.0

100.0

Total

Inference Form the above the graph it is clears that : ďƒ˜ 90% of the people are purchased the Nandini Shubham Milk ďƒ˜ 10 % of the people are not purchased the Nandini Shubham Milk This data shows that majority of the people are purchase the Nandini Shubham Milk

7) When do you purchase nandini milk SL.No

FrequencyPercentValid PercentCumulative Percent

Babasabpatilfreepptmba.com

Page 63

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City 1 2 3

daily whenever required Total Not purchase Total

46 44 90 10 100

46.0 44.0 90.0 10.0 100.0

51.1 48.9 100.0

51.1 100.0

Inference From the above the graph it is clears that : ďƒ˜ 51 % of the people are using Nandini Milk daily ďƒ˜ 49 % of the people are using Nandini Shubham milk whenever required

This data shows that more than half of the respondents are using Nandini Shubham Milk daily.

8) from which source do you want to get the milk from which source do you want to get the milk Valid

milk parlours door delivery

Frequency 33 24

Babasabpatilfreepptmba.com

Percent 33.0 24.0

Valid Percent 36.7 26.7

Cumulative Percent 36.7 63.3

Page 64

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City milk agents others Total Not Purchased

30 3 90 10 100

Total

30.0 3.0 90.0 10.0 100.0

33.3 3.3 100.0

96.7 100.0

from which source do you want to get the milk 40

30

20

Percent

10

0 milk parlours

door delivery

milk agents

others

from which source do you want to get the milk

Inference From the above graph it is clear that :  37% of the people are taking milk from the Milk parlor  32% of the people are taking milk from the Milk Agents  27% of the people are taking milk from the Door Delivery  6% of the people are taking milk from the Others These data shows that more number of respondents is taking milk from parlour.

9)what is the average consumption of nandini shubham milk per day what is the average consumption of nandini shubham milk per day Frequency Percent Valid Percent Cumulative Percent Valid

250ml

6

6.0

6.7

6.7

500ml

33

33.0

36.7

43.3

Babasabpatilfreepptmba.com

Page 65

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City 1ltr

36

36.0

40.0

83.3

2ltr

9

9.0

10.0

93.3

more than 2ltr

6

6.0

6.7

100.0

Total

90

90.0

100.0

System

10

10.0

100

100.0

Missing Total

Inference From the above the graph it is clears that:     

41% of the people are using 1Ltr Nadini Shubham Milk 36% of the people are using 500ml Nadini Shubham Milk 10% of the people are using 2Ltr Nadini Shubham Milk 7% of the people are using more than 2Nadini Shubham Milk 6% of the people are using 250ml Nadini Shubham Milk

This data shows that majority of the respondents are using 1 Ltr of Nandini Shubham Milk 10) which factor influence you to buy the nandini Shubahm milk SL.No

FrequencyPercentValid PercentCumulative Percent advertisement 23 23.0 25.6 25.6 word of mouth 39 39.0 43.3 68.9 availability 8 8.0 8.9 77.8 family doctor 1 1.0 1.1 78.9

Babasabpatilfreepptmba.com

Page 66

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Others Total Not Purchased Total

19 90 10 100

19.0 90.0 10.0 100.0

21.1 100.0

100.0

Inference From this above graph it is clear that :  43% of the people are influenced by the word of mouth factor  26% of the people are influenced by the advertisement factor  21% of the people are influenced by the others factor  9% of the people are influenced by the availability factor  1% of the people are influenced by the family doctor factor This data shows that nearly half of the respondents are influenced by the word of mouth.

11) A rate the following factors while purchasing NSM -Taste FrequencyPercentValid PercentCumulative Percent Vali

1

78

78.0

86.7

86.7

d

Babasabpatilfreepptmba.com

Page 67

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City 2 3 4 Total Not Purchased Tota

9 2 1 90 10 100

9.0 2.0 1.0 90.0 10.0 100.0

10.0 2.2 1.1 100.0

96.7 98.9 100.0

l

Inference From the above graph it is clear that:  87% of the respondents give the 1 rate the Taste  10% of the respondents give the 2 rate the Taste  2% of the respondents give the 3 rate the Taste  1% of the respondents give the 4 rate the Taste This data shows that majority of the people give the 1 rating to the Taste of Nandini Shubham Milk

11 B) freshness FrequencyPercentValid PercentCumulative Percent Valid

1 2 3 Total Not Purchased

56 27 7 90 10

Babasabpatilfreepptmba.com

56.0 27.0 7.0 90.0 10.0

62.2 30.0 7.8 100.0

62.2 92.2 100.0

Page 68

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Total

100

100.0

freshness 60

50

40

Frequency

30

20

10 0 1

2

3

freshness

Inference From above the graph it is clear that  62% of the respondents give the 1 rate the Freshness  30% of the respondents give the 2 rate the Freshness  8% of the respondents give the 3 rate the Freshness This data shows that most of the people liked the freshness of the Nandini Shubham Milk.

11 c) packaging

Valid

1 2 3 5

Frequency

Percent

38 47 4 1

38.0 47.0 4.0 1.0

Babasabpatilfreepptmba.com

Valid Percent Cumulative Percent 42.2 52.2 4.4 1.1

42.2 94.4 98.9 100.0

Page 69

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Total Not Purchased Total

90 10 100

90.0 10.0 100.0

100.0

ďƒ˜ From above the graph it is clear that: 52% of the respondents give the 2 rate the Packaging 42% of the respondents give the 1 rate the Packaging 5% of the respondents give the 3 rate the Packaging 1% of the respondents give the 5 rate the Packaging These data shows that more than the half of the people rates the packaging of Nandini Shubham Milk 2 rate.

11d) availability availability FrequencyPercentValid PercentCumulative Percent Valid

1 2 3 4 Total Missin System

67 18 3 2 90 10

67.0 18.0 3.0 2.0 90.0 10.0

g Total

100

100.0

74.4 20.0 3.3 2.2 100.0

Babasabpatilfreepptmba.com

74.4 94.4 97.8 100.0

Page 70

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City availibiltiy 80

60

Percent

40

20

0 1

2

3

4

availibiltiy

Inference From above the graph it is clear that  74% of the respondents give the 1 rate the Availability  20% of the respondents give the 2 rate the Packaging  4% of the respondents give the 3 rate the Packaging  2% of the respondents give the 4 rate the Packaging This data shows that the availability of the Shubham Milk is good. Most of the people rate 1 to the availability of Milk

11e) Thickness FrequencyPercentValid PercentCumulative Percent Valid

Total

1 2 3 4 Total Not Purchased

73 11 5 1 90 10 100

Babasabpatilfreepptmba.com

73.0 11.0 5.0 1.0 90.0 10.0 100.0

81.1 12.2 5.6 1.1 100.0

81.1 93.3 98.9 100.0

Page 71

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From above the graph it is clear that  81% of the respondents give the 1 rate the Thickness  12% of the respondents give the 2 rate the Thickness  6% of the respondents give the3 rate the Thickness  2% of the respondents give the 4 rate the Thickness

These data shows that most of the people are given 1 rate to the thickness of the Nandini Shubham Milk.

12) According to you availability of NSM in your area's retailers Frequency Percent Valid Percent Cumulative Percent Vali

very good

20

20.0

22.2

22.2

Good moderate Bad very bad Total Not Purchased

44 24 1 1 90 10 100

44.0 24.0 1.0 1.0 90.0 10.0 100.0

48.9 26.7 1.1 1.1 100.0

71.1 97.8 98.9 100.0

d

Total

Babasabpatilfreepptmba.com

Page 72

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clears that  49% of the respondents says that the availability of the Nandini Shubham Milk is Good  27% of the respondents says that the availability of the Nandini Shubham Milk is very Good  22% of the respondents says that the availability of the Nandini Shubham Milk is Moderate  1% of the respondents says that the availability of the Nandini Shubham Milk is Bad  1% of the respondents says that the availability of the Nandini Shubham Milk is Very bad These data shows that the availability of the milk is good. Nearly half of the people rate it 2

13) according to you which are the parameter is important while purchasing nandini milk FrequencyPercentValid PercentCumulative Percent Vali

Brand

28

28.0

31.1

31.1

Cost Quality ingredients fat content Total Not Purchasing

6 49 2 5 90 10

6.0 49.0 2.0 5.0 90.0 10.0

6.7 54.4 2.2 5.6 100.0

37.8 92.2 94.4 100.0

d

Babasabpatilfreepptmba.com

Page 73

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Tota

100

100.0

l

Inference From the above the graph it is clears that ďƒ˜ ďƒ˜ ďƒ˜

54% of the population sample is considered quality as parameter while buying milk 31% of the population sample is considered brand as parameter while buying milk 7% of the population sample is considered cost as parameter while buying milk 6% of the population sample is considered fat content as parameter while buying milk 2% of the population sample is considered ingredients content as parameter while buying milk

These data shows that majority off the population sample consider quality as parameter while buying the milk.

14) Is there any schemes offered by nandini, which influenced you to purchase nandini milk is there any schemes offered by nandini, which influenced you to purchase nandini milk Frequency

Percent

Valid

yes no Total

7 83 90

7.0 83.0 90.0

Missing Total

System

10 100

10.0 100.0

Babasabpatilfreepptmba.com

Valid Percent Cumulative 7.8 92.2 100.0

Percent 7.8 100.0

Page 74

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

is there any schemes offered by nandini, which influenced you to purc 100 92 80

60

Percent

40

20

8

0

yes

no

is there any schemes offered by nandini, which influenced you to purchas

Inference From the above the graph it is clear that ďƒ˜ 93% of the people says there is no schemes are offered by the Nandini Shubham Milk, ďƒ˜ 7% of the people says there is some schemes are offered by the Nandini Shubham Milk, These data shows that Most of the respondents are not given any offers Nandini Shubham Milk. There is less scheme offered by Nandini Shubham .

15) Is there any discounts or other offers are given by the retailers Frequency Valid yes 17 no 73 Total 90 Not Purchasing 10 Total 100

Babasabpatilfreepptmba.com

Percent 17.0 73.0 90.0 10.0 100.0

Valid Percent Cumulative Percent 18.9 18.9 81.1 100.0 100.0

Page 75

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clear that : ďƒ˜ 81% of the respondents reveals there is no discounts or offers given by the retailers, ďƒ˜ 19% of the respondents reveals there is some discounts or offers given by the retailers, These data shows that there is less discounts or offers are provided by the retailers.

16) Do you think that the pricing of NSM is worth of this product Frequency Percent Valid Percent Cumulative Percent Valid

Total

yes no Total Not Purchased

71 19 90 10 100

Babasabpatilfreepptmba.com

71.0 19.0 90.0 10.0 100.0

78.9 21.1 100.0

78.9 100.0

Page 76

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clear that : ďƒ˜ 79% of the respondents says that Nandini Shubham Milk is worth itself ďƒ˜ 21% of the respondents says that Nandini Shubham Milk is not worth itself This data shows that most of the sample population satisfied with the pricing of Nandini Shubham Milk.

17) How do you rate the price of NSM compared to others how do you rate the price of NSM compared to others

Valid

Frequency

Percent

Valid Percent

39 26 20 5 90 10 100

39.0 26.0 20.0 5.0 90.0 10.0 100.0

43.3 28.9 22.2 5.6 100.0

high moderate competitive affordable Total Not Purchased

Cumulative Percent 43.3 72.2 94.4 100.0

high 0% 6% 22%

43%

0% Babasabpatilfreepptmba.com 29%

moderate competitive

0% affordable

Page 77

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clear that :  44% of the respondents says the price of the Nandini Shubham Milk is High  29% of the respondents says the price of the Nandini Shubham Milk is Moderate  22% of the respondents says the price of the Nandini Shubham Milk is competitive.  5% of the respondents says the price of the nandini Shubham Milk is Affordable.

These data shows that most of the sample population reveals that the price of Nandini Shubham Milk is high.

18) Do you think a change in price may lead to change in consumption pattern of Nandini Shubham Milk? do you think a change in price may lead to change in consumption pattern of NSM Frequency Percent Valid Percent Cumulative Percent Valid definitely yes

Missing

25

25.0

27.8

27.8

yes

43

43.0

47.8

75.6

partial

15

15.0

16.7

92.2

no

7

7.0

7.8

100.0

Total

90

90.0

100.0

System

10

10.0

Babasabpatilfreepptmba.com

Page 78

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Total

100

100.0

Inference From the above the graph it is clear that :  47% of the sample population says YES that change in the Price may lead to change in the consumption pattern of the milk.  27% of the sample population says DEFINITELY YES that change in the Price may lead to change in the consumption pattern of the milk  18% of the sample population says PARTIAL that change in the Price may lead to change in the consumption pattern of the milk  8% of the sample population says NO that change in the Price may lead to change in the consumption pattern of the milk These data shows that nearly of the respondents says a change in the price of Nandini Shubham Milk may lead to change in their consumption pattern.

19)Are you satisfied with the services provided by the nandini retailers FrequencyPercentValid PercentCumulative Percent Vali

yes

66

66.0

73.3

73.3

no Total Not Purchased

24 90 10

24.0 90.0 10.0

26.7 100.0

100.0

100

100.0

d

Tota l

Babasabpatilfreepptmba.com

Page 79

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clear that ďƒ˜ 73% of the sample population is satisfied with the services provided by the Nandini retailers. ďƒ˜ 27% of the sample population is not satisfied with the services provided by the Nandini retailers.

This data shows that the majority of the people satisfied with the services provided by the Nandini retailers.

20) Do you want to switch another brand Frequency Percent Valid

Total

yes no Total Not Purchased

15 75 90 10 100

Babasabpatilfreepptmba.com

15.0 75.0 90.0 10.0 100.0

Valid Percent Cumulative Percent 16.7 83.3 100.0

16.7 100.0

Page 80

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clear that ďƒ˜ 83% of the sample population is not want to change their brand ďƒ˜ 17% of the sample population is want to change their brand

This data shows that the most of the people do not want to shift to another brand.

21) Do you get the milk all the time (morning-night) Frequency Percent Valid Percent Cumulative Percent

Valid

Total

yes no Total Not purchased

56 34 90 10 100

56.0 34.0 90.0 10.0 100.0

Babasabpatilfreepptmba.com

62.2 37.8 100.0

62.2 100.0

Page 81

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City do you get the milk all the time (morning-night) no 37.8%

yes 62.2%

Inference From the above the graph it is clear that ďƒ˜ 62% of the respondents not getting the milk all the day( morning to night) ďƒ˜ 38% of the respondents getting the milk all the day( morning to night) This data shows that most of the sample population is not getting the Nandini Shubham Milk properly.

22) Rate the satisfaction level with respect to NSM compared to others Frequency Percent Valid

1 2 3 4 Total Not purchased

36 29 23 2 90 10

Babasabpatilfreepptmba.com

36.0 29.0 23.0 2.0 90.0 10.0

Valid Percent

Cumulative Percent

40.0 32.2 25.6 2.2 100.0

40.0 72.2 97.8 100.0

Page 82

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City Total

100

100.0

Inference From the above the graph it is clear that  40% of the respondents are give 1 rank (very good) to the satisfaction level of Nandini Shubham Milk  32% of the respondents are give 2 rank (good) to the satisfaction level of Nandini Shubham Milk  26% of the respondents are give 3 rank (partial) to the satisfaction level of Nandini Shubham Milk  4% of the respondents are give 4 rank (bad) to the satisfaction level of Nandini Shubham Milk This data shows that more number of respondents are satisfied with Shubham milk

23) If NSM is not available in your area’s retailer, will you wait till NSM is available or shift others Vali

wait

FrequencyPercentValid PercentCumulative Percent 38 38.0 42.2 42.2

d shift Total Not Purchased Tota

52 90 10 100

52.0 90.0 10.0 100.0

57.8 100.0

100.0

l

Babasabpatilfreepptmba.com

Page 83

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clear that ďƒ˜ 58% 0f the sample population is not wait for the Nandini Shubham Milk ďƒ˜ 42%0f the sample population is wait for the Nandini Shubham Milk Majority of the respondents are shift to another brand if Nandini Shubham Milk is not available.

24) Do you want any changes in the NSM Frequency Valid yes 56 no 34 Total 90 Not Purchased 10 Total 100

Babasabpatilfreepptmba.com

Percent 56.0 34.0 90.0 10.0 100.0

Valid Percent 62.2 37.8 100.0

Cumulative Percent 62.2 100.0

Page 84

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Inference From the above the graph it is clear that ďƒ˜ Nearly 62 %of the respondents wants changes in Nandini Shubham Milk ďƒ˜ 48% of the respondents do not wants changes in Nandini Shubham Milk These data shows that most of the sample population wants changes in Nandini Shubham Milk

25) Which factor of nandini shubham milk improve FrequencyPercentValid PercentCumulative Percent Vali

packaging

17

17.0

26.6

26.6

contents taste others Total Not wanted changes

5 3 39 64 36 100

5.0 3.0 39.0 64.0 36.0 100.0

7.8 4.7 60.9 100.0

34.4 39.1 100.0

d

Tota

Babasabpatilfreepptmba.com

Page 85

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City l

Inference From the above the graph 25 it is clear that  61% of the sample population wants change in other factors  26% of the sample population wants change in packaging  8% of the sample population wants change in content  5% of the sample population wants change in taste

These data shows that most of the sample population wants changes in other factors like supply, price, smell etc.

26) What is your overall opinion about the NSM Frequenc PercentValid PercentCumulative Percent Vali completely satisfied

y 21

21.0

23.3

23.3

48 18 3 90 10 100

48.0 18.0 3.0 90.0 10.0 100.0

53.3 20.0 3.3 100.0

76.7 96.7 100.0

d satisfied partial not satisfied Total Not Purchased Tota

Babasabpatilfreepptmba.com

Page 86

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City l

Inference From the above graph - it is clear that  53% of the customers overall opinion about Nandini Shubham Milk is satisfied  24% of the customers overall opinion about Nandini Shubham Milk is completely satisfied  20% of the customers overall opinion about Nandini Shubham Milk is partial  3% of the customers overall opinion about Nandini Shubham Milk is not satisfied These data shows that most of the sample population is satisfied with the Nandini Shubham Milk.

FINDINGS The overall project is mainly on study on consumer satisfaction level towards Nandini Shubham Milk in Dharwad – Hubli city. In this project the major findings are as follows ⇒ Most of the customers age is between 20-50 years ⇒ 55% Males are purchasing milk ⇒ 29% of the people are Job holders ⇒ 28% of the respondents have below Rs5000 income ⇒ 77% of the people are using branded milk.

Babasabpatilfreepptmba.com

Page 87

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City ⇒ 42% of the people are taking (prefer) Nandini Milk ⇒ 97% 0f the people are know about the Nandini Shubham Milk ⇒ 33% of the people are know the Nandini Shubham Milk from 2 or more sources ⇒ 25% the people are know Nandini Shubham Milk from the Family and Friends ⇒ 90% of the people are purchased the Nandini Shubham Milk ⇒ 51 % of the people are using Nandini Shubham Milk daily ⇒ 37% of the people are taking milk from the Milk parlor ⇒ 41% of the people are using 1Ltr Nadini Shubham Milk ⇒ 43% of the people are influenced by the word of mouth factor ⇒ 87% of the respondents give the 1 rate the Taste ⇒ 62% of the respondents give the 1 rate the Freshness ⇒ 52% of the respondents give the 2 rate the Packaging ⇒ 74% of the respondents give the 1 rate the Availability ⇒ 81% of the respondents give the 1 rate the Thickness ⇒ 49% of the respondents says that the availability of the Nandini Shubham Milk is Good ⇒ 1% of the respondents says that the availability of the Nandini Shubham Milk is Bad

⇒ 54% of the population sample is considered quality as parameter while buying milk ⇒ 93% of the people says there is no schemes are offered by the Nandini Shubham Milk, ⇒ 81% of the respondents reveals there is no discounts or offers given by the retailers ⇒ 79% of the respondents says that Nandini Shubham Milk is worth itself

Babasabpatilfreepptmba.com

Page 88

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City ⇒ 44% of the respondents says the price of the Nandini Shubham Milk is High ⇒ 47% of the sample population says YES that change in the Price may lead to change in the consumption pattern of the milk. ⇒ 73% of the sample population is satisfied with the services provided by the Nandini retailers. ⇒ 83% of the sample population is not want to change their brand ⇒ 62% of the respondents not getting the milk all the day( morning to night) ⇒ 40% of the respondents are give 1 rank (very good) to the satisfaction level of Nandini Shubham Milk ⇒ 32% of the respondents are give 2 rank (good) to the satisfaction level of Nandini Shubham Milk ⇒ 58% 0f the sample population is not wait for the Nandini Shubham Milk ⇒ Nearly 62 %of the respondents wants changes in Nandini Shubham Milk ⇒ 61% of the sample population wants change in other factors price, supply, packaging etc. ⇒ 53% of the customers overall opinion about Nandini Shubham Milk is satisfied ⇒ 24% of the customers overall opinion about Nandini Shubham Milk is completely satisfied

Suggestions: The overall project is mainly on study on consumer satisfaction level towards Nandini Shubham Milk in Dharwad – Hubli city. In this project the major suggestions are as follows: ⇒ The Nandini Shubham milk has to maintain the same quality and ingredients of the milk.

Babasabpatilfreepptmba.com

Page 89

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City ⇒ The advertisement of the Nandini Shubham milk may be make more attractive. ⇒ The supply of the milk may improve .It can provide the milk within the time so that customer can get the fresh milk. ⇒ The packaging of the milk is not so attractive, it may change the label or colour and make it more attractive. ⇒ The company needs to provide the milk to retailers on time and supply them whenever they required immediately. ⇒ Company can provide the some offers, discounts, and home delivery etc to the regular customers.

CONCLUSION I would conclude the project stating that the customers of the DHARWADHUBLI City are satisfied with the Nandini Shubham Milk and they still needs good offers and discounts as well as quality product in future days. The Nandini Shubham Milk is a good product it can fulfill the requirement or expectation of the

Babasabpatilfreepptmba.com

Page 90

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City customers. During the project I came to know about even though the most of customers are satisfied with Shubham Milk but they are not purchasing it because of reasons like non availability, price and some other reasons. Most of the customers purchase milk which is available easily and don’t think about the brand or quality. The retailers are also influencing them while purchasing milk. The company maintain the same quality and apply some new improvements which may help it to improve its market.

BIBILOGRAPHY Book Marketing Research

By A Parshurama, Dhruv Grewal and Krishna

Babasabpatilfreepptmba.com

Page 91

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

By Tull Hawkins and Donald Magazines Indian Journal of MARKETING

Websites

kmf.com.in

www.Google.com

Babasabpatilfreepptmba.com

Page 92

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

ANNEXURE

Questionnaire Dear Sir/Madam, Name: Address:

--------------------------------------------------------------------------------------------------------------------------------------- --------------

Babasabpatilfreepptmba.com

Page 93

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City ----------------------------------------------------------------------------

Contact Number : Age: _______

Gender_______

Occupation: a) Home makers b) Business

c) Profession d) Others

Monthly Income [in Rs] a) Below 5000 b) 5000-15000 1) Do you purchase branded milk? a) Yes

c)15000-25000

d) Above 25000

b) No

3) Which are the brand do you normally prefer? a) Nandini

b) Arokya

c) Srikrishna

d) Bharat e) Others

4) Do you know about the Nandini Shubham Milk? a) Yes

b) No

If No Give Reason ______________ 5) How did you come to know about the Nandini Shubham? a) TV advertisement d) Doctors

b) Newspaper

c) Family & Friends

e) Others Please specify______________

6) Have you ever purchased Nandini Shubham Milk ? a) Yes

b) No

If No Give Reason ______________ go to the question no 7) When do you Purchase Nandini Shubham Milk? a) Daily b) Weekly

c) Whenever required

8) From which source do you want to get milk daily? a) Milk Parlors b) Door Delivery

c) Milk Agents

d) Others

Others specify ___________________________________ 9) What is your average consumption of Nandini Shubham Milk per Week? a) 250ml b) 500ml

c) 1 Ltr

d) 2 Ltr

e) more than 2 Ltr

10) Which the factor influence you to buy the Nandini Shubham Milk? a) Advertisement c) Availability e) Others

b) Word of mouth d) Family Doctor

If others specify ___________________

11) Rate the following factors while purchasing Nandini Shubham Milk.

Babasabpatilfreepptmba.com

Page 94

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City (1 is highest and 5 is lowest) Rating Factors

1

2

3

4

5

Taste Freshness Packaging Availability Thickness 12) According to you, availability of Nandini Shubham Milk in your Area’s retailers?

Very good

Good

Moderate

Bad

Very bad

13) According to you, which of the following parameter is important while purchasing?

Nandini Shubham Milk? a) Brand

b) cost

3) Quality

d) Ingredients e) Fat content

14) Is there any schemes offered by Nandini, which influenced you to purchase Nandini Milk? a) Yes

b) No

If YES specify _________________________________ 15) Is there any discounts or other offers are given by the retailers? a) Yes

b) No

If YES mention_____________________________________ 16) Do you think that the pricing of the Nandini Shubham Milk is worth of its product? a) Yes

b) No

17) How do you rate the price of Nandini Shubham Milk compared to others?

High

Moderate

Competitive

Affordable

Low

18) Do you think a change in price may lead to change in consumption pattern of Nandini Shubham Milk?

Babasabpatilfreepptmba.com

Page 95

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Definitely yes

Yes

Partial

No

Definitely not

19) Are you satisfied with the services provided by the Nandini Retailers? a) Yes

b) No

If NO Give reason_________________

20 ) Do you want to switch to another brand? a) Yes If YES

b) No give reason ________________________________________

21) Do you get the Milk all the time ? (Morning to Night) a) Yes

b) No

22) Rate the Satisfaction level with respect to Nandini Shubham Milk compared to others Completely Satisfied

___ ___ ___ ___ ___ Completely Unsatisfied

23) If Nandini Shubham Milk is not available in your area’s retailers, will you wait till Nandini Shubham Milk is available or shift others? a) Wait

b) Shift

24) Do you want any changes in the Nandini Shubham Milk? a) Yes

b) No

If YES answer question No 25.

25) Which factor of Nandini Shubham Milk may improve? a) Packaging

b) Contents c) Taste d) Others

If others specify__________________________________ 26) What is your over all opinion about the Nandini Shubham Milk Completely satisfied

Satisfied

Partial

Not satisfied

completely not satisfied

27) Any suggestion for improvement of Nandini Shubham Milk: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

Babasabpatilfreepptmba.com

Page 96

To Study on Consumer Satisfaction Level towards Nadini Shubham Milk in Dharwad-Hubli City

Thank You

Signature

Babasabpatilfreepptmba.com

Page 97