A STUDY ON KEY SUCCESS FACTORS OF CUSTOMER SATISFACTION ON NANDHI DALL MILLS IN SALEM DISTRICT

project report submitted to Anna University , Chennai in partial fulfillments of the requirements for the award of the degree

MASTER OF BUSINESS ADMINISTRATION

Project Report Submitted by VIJAYAKUMAR.S (Reg. No. 622811631053)

Under the Guidance of Dr.S.SENTHILKUMAR.,MBA,M.Com.,M.Phil.,M.S.,Ph.D Director in Management studies [MBA]

SRI GANESH SCHOOL OF BUSINESS MANAGEMENT

(Affiliated to Anna University, Chennai & Approved by AICTE, New Delhi) Attur Main Road, Mettupatti, Salem -636111 June, 2013

BONAFIDE CERTIFICATE This is to certify that the dissertation entitled A STUDY ON KEY SUCCESS FACTORS OF CUSTOMER SATISFACTION ON NANDHI DALL MILLS IN SALEM DISTRICTis confide record of research work done by VIJAYAKUMAR.S (Reg. No.622811631053)during June, 2013 Submitted to the ANNA UNIVERSITY ,

CHENNAI in partial fulfillment of the requirement for the award of the degree of MASTER OF BUSINESS ADMINISTRATION and that The Summer Training Report has not

previously formed the basis for the award of any other Degree, Diploma, Associate ship, Fellowship or other title and that the dissertation represents independent and original work on the part of the candidate under my guidance.

Faculty Guide

HOD

Director

Vivavoce examination held on: ______________________

Internal Examiner

External Examiner

Place: Salem Date:

DECLARATION
I, VIJAYAKUMAR.S, (Reg. No.622811631053) hereby declare that the summer training report, entitled A STUDY ON KEY SUCCESS FACTORS OF CUSTOMER SATISFACTION ON NANDHI DALL MILLS IN SALEM DISTRICT submitted to the Anna University, Chennai in Partial fulfillment of the requirements for the award of the degree of MASTER OF BUSINESS ADMINISTRATION is a record of original and

independent research work done by me during September 2012 under the supervision and guidance of MRS.C.LATHA, MBA LECTURER IN MANAGEMENT STUDIES [MBA], Sri Ganesh School of Business Management, Salem and it has not formed the basis for the award of any Degree / Diploma / Associate ship / Fellowship or other similar title to any candidate of any University.

Signature of the Students

Place: Salem Date:

ACKNOWLEDGEMENT
The researcher wishes to express his profound thanks to lord almighty for given the strength to finish my project successfully.

I here by record my gratitude to our respected Mr.T.VIJAY GANESH., MIB Secretary, Ganesh Educational Institution who had given me the opportunity to do this report in a successful manner.

With great pleasure and honour that the author expresses her sincere thanks to the SAIL REFRACTORY COMPANY LIMITED, SALEM for giving permission and opportunity to do the project work in a successful manner.

With great pleasure and honor that the author expresses her sincere thanks to the Dr.S.SENTHILKUMAR.,MBA,M.Com.,M.Phil.,M.S.,Ph.D Director in Management

studies, Sri Ganesh School of Business Management, Salem for his valuable suggestion.

With

great

pleasure

and

sincere

thanks Director

to in

my

Guide

Dr.S.SENTHILKUMAR.,MBA,M.Com.,M.Phil.,M.S.,Ph.D

Management

studies,Sri Ganesh School of Business Management, Salem for his valuable suggestion and guidance over the period of the project work without whose help this project would not have been materialized at all.

Finally, the author expresses her heartful thanks to his family members and all his friend and well-wisher for their suggestions and help for the successful completion of this project.

VIJAYAKUMAR.S (Reg. No. 622811631053)

CONTENT

S. No

Title

Page No III

1.

List of Table V

2.

List of Charts

CHAPTER-I INTRODUCTION 1.1 Abstract 1.2 Introduction of the study 3. 1.3 Industry profile 1.4 Company profile 2 5 15

CHAPTER II 2.1 Methodology 2.2 Review of literature 4. 2.3 Research GAP 2.4 Statement of the problem 2.5 Objectives of the study 2.6 Scope of the study 2.7 Limitation of the study CHAPTER III 5. ANALYSIS AND INTERPRETATION 3.1 Data analysis and Interpretation 37 18 21 32 33 34 35 36

CHAPTER IV RESULT ANALYSIS 4.1 Findings 4.2 Suggestion / Recommendations 6. 4.3 Conclusion 56 57 58

ANNUXURE 7. Questionnaire Bibliography Webiliography 59 61 75