A STUDY ON CUSTOMER SATISFACTION FOR MSQUARE APPLIANCES

PVT LTD COMPANY

Submitted to
DWARAKA DOSS GOVERDHAN DOSS VAISHNAV COLLEGE
In partial fulfilment of the requirement for the award of the degree of
BACHELOR OF BUSINESS ADMINISTRATION

Report submitted by
AKSHAY M JAIN
REGISTER NO: 1813101096365

Under the guidance of

Prof. Ms. M. MAHALAKSHMI PRIYADHARSHINI, M.B.A.,
NET

DEPARTMENT OF BUSINESS ADMINISTRATION

DWARAKA DOSS GOVERDHAN DOSS VAISHNAV COLLEGE
(Autonomous)

ARUMBAKKAM, CHENNAI – 600106

A STUDY ON CUSTOMER SATISFACTION FOR MSQUARE APPLIANCES
PVT LTD COMPANY
Submitted to
DWARAKA DOSS GOVERDHAN DOSS VAISHNAV COLLEGE
In partial fulfilment of the requirement for the award of the degree of
BACHELOR OF BUSINESS ADMINISTRATION

Report submitted by
AKSHAY M JAIN
REGISTER NO: 1813101096365

Under the guidance of

Prof. Ms. M. MAHALAKSHMI PRIYADHARSHINI, M.B.A.,
NET

DEPARTMENT OF BUSINESS ADMINISTRATION

DWARAKA DOSS GOVERDHAN DOSS VAISHNAV COLLEGE
(Autonomous)

ARUMBAKKAM, CHENNAI – 600106

 DWARAKA DOSS GOVERDHAN DOSS VAISHNAV
COLLEGE
(Autonomous)
Arumbakkam, Chennai – 600106

DEPARTMENT OF BUSINESS ADMINISTRATION

BONAFIDE CERTIFICATE

This is to certify that the project titled “CUSTOMER SATISFACTION OF

MSQUARE APPLIANCES PVT LTD” is a bonified work of Mr. AKSHAY M
JAIN, REGISTER NO: 1813101096365 carried out under my supervision. The
work is submitted in partial fulfilment of the requirement for the award of the
degree of Bachelor of Business Administration(B.BA) of DWARAKA DOSS
GOVERDHAN DOSS VAISHNAV COLLEGE during the academic year 2018 –
2021.

Ms. M. MAHALAKSHMI PRIYADHARSHINI, PROF. J. P. JAIDEEP

M.B.A., NET

FACULTY GUIDE HEAD OF THE

DEPARTMENT
 DECLARATION

I, AKSHAY M JAIN declare that, this project report on the internship training undergone at
“M SQUARE APPLIANCES PRIVATE LIMITED” was carried out by me under the
guidance of Prof. Ms. M. MAHALAKSHMI PRIYADHARSHINI, M.B.A., NET
department of BUSINESS ADMINISTRATION and is entirely my original work.

I would like to declare that this project is the result of my own effort and has not been
submitted to any other university for the award of any degree or diploma courses.

DATE: NAME: AKSHAY M JAIN

PLACE: Chennai REGISTER NO: 1813101096365
 ACKNOWLEDGEMENT

I sincerely thank my college, DWARAKA DOSS GOVERDHAN DOSS VAISHNAV

COLLEGE (Autonomous) which has given me opportunity to study B.B.A, and also
complete it successfully.

I express my deep gratitude to DR. S. SANTOSH BABOO, M.SC. Ph.D., the Principal,
Dwaraka Doss Goverdhan Doss Vaishnav College (Autonomous) for giving me admission in
this institution.

I would like to thank Prof. J.P. JAIDEEP, M.A., M.Phil., PGDHRD, PGDBA, the Head
of the Department of Business Administration, for his enormous support in completing this
project.

I would like to thank my guide Prof. M. MAHALAKSHMI PRIYADHARSHINI, M.B.A.,

NET Department Of business administration, for her valuable guidance in all my endeavour
in general and for successfully completing this project in particular.

I would also like to thank

1. Prof. L. ARUMUGAM, M.A., B.ED., M.Phil., M.B.A.,

2. Prof. N. ALAMELU SATHYABAMA, M.Com., M.Phil.
3. Prof. Mr. K. RAO PRASHANTH JYOTY, P.P.T., M.A., M.Sc. (Psy), M.B.A.,
M.Phil.,

4. Prof. P.S. RAVITEJ, M.B.A, M.Phil., M.Com., PH.D.,

5. Prof. N. SARULATHA ARUN, M.B.A.,
6. Prof. D. SUBA MHRM., M.Phil., M.B.A.,

Department of Business Administration for their support, valuable suggestions and

guidance.
Finally, I thank one and all who have helped me to submit this report successfully.
 VIVA VOCE

This report is in partial fulfilment of the degree of BACHELOR OF

BUSINESS ADMINISTRATION submitted for the viva voce examination held at
DWARAKA DOSS GOVERDHAN DOSS VAISHNAV COLLEGE (Autonomous)
ARUMBAKKAM, CHENNAI – 600106.
 Executive Summary

Internship is such a program which makes a student experiences the corporate life for the
first time. I was assigned as intern under Sales & Market Operation Division. I did my
report on “CUSTOMER SATISFACTION of M SQUARE APPLIANCES PRIVATE
LIMITED COMPANY”

This report is prepared on the basis of my one-month practical experience at M SQUARE

APPLIANCES PRIVATE LIMITED COMPANY. This internship program helped me to
learn about the practical scenario of a Stainless-Steel firm. M SQUARE APPLIANCES
PVT LTD is a dynamic business. It has kept on its forward march with visionary goal,
best use of its human resources and meticulous planning. Varied range of products with
ensured standard, quality services and most effective managerial efficiencies have made
the company a market leader in the respective sectors of its operation.

Keeping main focus on business expansion and growth in the most prospective sectors,
M SQUARE APPLIANCES PVT LTD is working hard to cover the market in the
business arena of INDIA despite fast-changing business trend and tricky situation.

Depending on the firm foundation and highly professional human resources, M SQUARE
is still making good use of its business potentials and also contributing to the development
of the local corporate culture and making a significant contribution to the overall
development of the country and its economy.

But despite intriguing growth and business expansion, the company’s aims and objectives
remain the same – to serve people with maximum satisfaction and keep on working for
the greater welfare of the people and the country. M SQUARE APPLIANCES PVT LTD
works for their clients as their obligation and customer.
 TABLE OF CONTENT

S. NO TITLE PAGE NO

CHAPTER 1

1.1 INTRODUCTION 00-01

1.2 OBJECTIVE OF STUDY 01-02

1.3 AREA OF THE STUDY 02-03

1.4 NEED OF THE STUDY 03-03

1.5 RESEARCH METHODOLOGY 03-06

1.6 LIMITATION OF THE STUDY 06-06

1.7 CHAPTERISATION 07-07

CHAPTER 2

2.1 THEORETICAL OUTLOOK 08-11

CHAPTER 3

3.1 COMPANY PROFILE 12-19

CHAPTER 4

4.1 DATA ANALYSIS & INTERPRETATION 20-44

CHAPTER 5

5.1 FINDINGS 45-45

5.2 SUGGESTION 46-46

5.3 CONCLUSION 46-47

ANNEXURE - 1

QUESTIONNAIRE 48-51

ANNEXURE - 2

BIBLIOGRAPHY 52-52
 LIST OF TABLES

S.NO TABLE PAGE NO.

4.01 AGE 20
4.02 GENDER 22
4.03 ANNUAL INNCOME 23
4.04 OCCUPATION 24
4.05 MODE OF PAYMENT 25
4.06 QUALITY OF CUSTOMER SERVICE RECEIVED IN 26
RECENT TIMES
4.07 AVAILABILITY OF EXPECTED STOCKS FOR 28
IMMEDIATE PURCHASE.
4.08 EXPECTED VARIETIES OF PRODUCTS ARE 29
MANUFACTURED BY THE COMPANY
4.09 FACTORS THAT INFLUENCE YOU TO PURCHASE THE 30
PRODUCT
4.10 PURCHASE EXPERIENCE 32
4.11 FEATURE MODIFICATIONS 33
4.12 REPURCHASE OF THE PRODUCTS 34
4.13 SATISFACTION WITH THE OFFERS AND DISCOUNTS 35
4.14 SATISFACTION WITH THE TRANSPORTATION 36
SERVICES
4.15 PRODUCTS DELIVERY 37
4.16 REPLACEMENT 38
4.17 PROBLEMS FACED WHILE USING THE PRODUCTS 39
4.18 VALUE OF THE PRODUCT 41
4.19 RECOMMENDATION OF THE BRAND TO OTHERS 42
4.20 OVERALL SATISFACTION LEVEL OF THE PRODUCTS 43
 LIST OF CHARTS

S.NO TABLE PAGE NO.

4.01 AGE 21
4.02 GENDER 22
4.03 ANNUAL INNCOME 23
4.04 OCCUPATION 24
4.05 MODE OF PAYMENT 25
4.06 QUALITY OF CUSTOMER SERVICE RECEIVED IN 27
RECENT TIMES
4.07 AVAILABILITY OF EXPECTED STOCKS FOR 28
IMMEDIATE PURCHASE.
4.08 EXPECTED VARIETIES OF PRODUCTS ARE 29
MANUFACTURED BY THE COMPANY
4.09 FACTORS THAT INFLUENCE YOU TO PURCHASE THE 31
PRODUCT
4.10 PURCHASE EXPERIENCE 32
4.11 FEATURE MODIFICATIONS 33
4.12 REPURCHASE OF THE PRODUCTS 34
4.13 SATISFACTION WITH THE OFFERS AND DISCOUNTS 35
4.14 SATISFACTION WITH THE TRANSPORTATION 36
SERVICES
4.15 PRODUCTS DELIVERY 37
4.16 REPLACEMENT 38
4.17 PROBLEMS FACED WHILE USING THE PRODUCTS 40
4.18 VALUE OF THE PRODUCT 41
4.19 RECOMMENDATION OF THE BRAND TO OTHERS 42
4.20 OVERALL SATISFACTION LEVEL OF THE PRODUCTS 44
 CHAPTER 1

1.1 INTRODUCTION

A study of customer satisfaction helps the marketers to know how the individual, groups of
organizations select, by use and dispose of goods & service or ideas. This also helps marketers
to assess and analysis the option, beliefs and attitudes of the customers, so that they can
change their strategies accordingly from time to time.

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers’ expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.
These metrics quantify an important dynamic. When a brand has loyal customers, it gains
positive word-of-mouth marketing, which is both free and highly effective."

Customer Satisfaction is the buzzword used by the business people for the success of
organization in the present days. Due to increase in competition in every product –line it
becomes difficult for the companies to retain the customers for longer period, so to retain the
customers for longer period the marketer has to do only one thing i.e. ―Satisfy the
Customers.

After observing thoroughly, I have prepared this report on the basis of my findings and
observation relating to the topic “Customer satisfaction” of MSQUARE APPLIANCES
PVT LTD COMPANY. This practical operation is also having positive development in
professional field.

1
 1.2 OBJECTIVES

The objective of the report can be viewed in two forms:

• Primary Objective
• Secondary Objective

PRIMARY OBJECTIVE:

To find out the factors influencing on customer satisfaction in MSQUARE APPLIANCES

PRIVATE LIMITED COMPANY

SECONDARY OBJECTIVE:

• To collect the information of availability of particular product and services

• To analyse the customer perception towards the services provides by MSQUARE
APPLIANCES PVT LTD COMPANY
• To provide suggestions based on analysis and observation.
• To find the offers and services provided to the customers.
• To analyse complaints of the customer towards product and service

2
 1.3 AREA OF THE STUDY

The study has been done in the field of Marketing with special reference to the
“CUSTOMER SATISFACTION” at MSQUARE Appliances Pvt LTD, Chennai.

1.4 NEED OF THE STUDY

A company would wish to measure customer satisfaction regularly because one key to
customer retention is customer satisfaction. A highly satisfied customer generally stays
loyal, longer, buys more as the company and its products, pays less attention to competing
brands and is less sensitive to price offer products or services ideas to the company and
cost less to serve them than new customers because transactions are routine.

The aim of marketing is to meet and satisfy target customers’ needs and wants better than
competitors. Marketing begins only with customers.

Satisfaction is a person’s feeling of pleasure (or) disappointments resulting from

comparing a product presented performance in relation to his (or) her expectations.

Now a day’s many competitors are coming and business world becomes more
competitive. If a business fails to fulfil the consumers demand then it is driven out from
the market. And to fulfil this demand, business has to analyse its consumers demand time
to time. This research has done the same job to Judgment the consumer demand to know
their expectations to assure their needs.

1.5 RESEARCH METHODOLOGY

Methodology is the systematic, theoretical analysis of the methods applied to a field of

study. Research methodology is the process where data is collected and processed to get
the required information. It involves a lot of factors like sources of data, research design,
sampling method, sample size, segment, techniques, etc.

3
1.) Sample Design: -

Geographical Area: The study is conducted in Chennai

Duration of project: The duration of the project work is about one month.
Sample Unit: Customers of Msquare Appliances Pvt LTD
Sample Size: 120 Respondents

2.) DATA COLLECTION:

Data collection is an important aspect of any type of research study. Inaccurate data
collection can impact the results of study and ultimately lead to invalid results.

METHODS OF DATA COLLECTION:

The task of data collection begins after a research design plan called out while
deciding about the method of data collection to be used for the study. The researcher
should keep in mind two types of data they are:

1. PRIMARY DATA

2. SECONDARY DATA

The other methods are a direct interview method with a structural questionnaire by
mail, telephone, etc…

Source of Data: -
Primary data and secondary data are the two sources of data collected for the study.

1. Primary Data

Primary data is the information collected for the first time and were collected through
pre – printed list of structured questionnaires issued to the customers of MSQUARE
APPLIANCES PVT LTD COMPANY.

2. Secondary Data

4
 Secondary data refers to the information that already exists and were collected from
company prospectus, official reports, books, company journals and various search
engines.

1. RESEARCH PROCESS:

While planning and designing a research project the steps to be followed the
anticipated and listed. The list consists of research project information needed design
of data collection select sample unit – sample size – analysing the data – finding on
conclusion.

• Research Instrument: -
Questionnaire is the research instrument which is used for data collection.

• Questionnaire Design:

The questionnaire is a structural technique for collecting primary data in a marketing

survey. It is a series of written or verbal questions for which the respondent provides
answers. A well-designed questionnaire motivates the respondent to provide complete
and accurate information

• Sampling Method:
Sampling method used in this study is convenience sampling.

• Statistical Tool Applied: -

Tool used for research is simple percentage analysis, Bar diagrams and Pie Charts.

Percentage of respondents = Number of respondents * 100

Total number of respondents

PIE DIAGRAM:

It’s a circle divided into a number of sectors representing the values of the data. It is useful to
know how the given data is disturbed.

5
BAR DIAGRAM:

Bar diagram is a most common type of diagram used in practice. Bar is a thin line width and
is shown for attention.

CHARTS AND TABLES:

To supplement the study various charts are used. A table summarizes the data by using
columns and rows and entering figures in the body of the table.

1.6 LIMITATIONS TO THE STUDY

While doing the internship program, I faced some obstacles. These are given below: -

• The researcher has the difficulties with some of the respondents who are not
willing to co-operate with the project study.
• Reluctant behaviour once soliciting for any information
• The results of the study are subjected to personal bias of the customer.
• My internship was bounded to 30 days due to which only limited data was
collected.
• Lack of experience of this type of project is one of the main constraints of the
study.

6
 1.7CHAPTERIZATION

Chapter – 1
It consists of an Introduction phase, Area of the study, Objective of the study,
Need for the study, Research Methodology and Limitation of the study.

Chapter – 2
It consists of Literature Review.

Chapter – 3
It consists of Company Profile.

Chapter – 4
It consists of Data Analysis and its Interpretations.

Chapter – 5
It consists of Findings from the data, suggestions and conclusion.

Annexure consists of Questionnaire and Bibliography.

7
CHAPTER 2:
2.1 THEORITICAL OUTLOOK

MARKETING MANAGEMENT:

Marketing management is the art and science choosing target market and getting, keeping and
growing customers through creating, delivering and communicating superior customer value.

MARKETING IS CONSUMER ORIENTED:

The Aim of Marketing is to meet and satisfy target customer’s needs and wants better than
competitors. What is offered for sale should be Determine by the buyer rather than seller.
Studying consumer provide clues for improving or introducing products or service, setting
prices, devising, channels, crafting messaged and developing other marketing activities.
Successful marketing requires the companies full connected with their customers.

CUSTOMERS SATISFACTION:

Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a

products perceived performance in relation to his or her expectation. It refers to the buyer’s
state of being adequately rewarded in a buying situation for a sacrifice he had made.

Adequacy of satisfaction is the result of matching actual post purchase and consumption
experience with the expected reward from the brand in terms of its anticipated potential to
satisfy the consumer motives.

HUNT has defined it as – “Satisfaction is a kind of steeping away from an experience and
evaluating. One could have a pleasurable experience that caused dissatisfaction because even
though pleasurable, it wasn’t pleasurable as it was supposed or expected to be. So satisfaction
isn’t an Imation. It’s the evaluation of an emotion’’.

The interaction between the expectations and actual products performs results in either
satisfaction or dissatisfaction. Research has uncovered several determinations like personality
variables, expectations and other factors. The more confidence one has in purchase decision
making and the more competence in a given product area, the greater one’s satisfaction tends
to be.

8
A customer is a person who brings us his wants. It is our job to handle them, profitably to
him and to ourselves. When a consumer does not get what is expected in the situation is one
of disconfirmation. Any situation in which consumer’s judgement is proven wrong is
disconfirmation. Confirmation occurs if the expected performance is met.

The results of satisfaction to the consumer from purchase of a product or a service is more
favourable if post purchase attitude, highest purchase intention and brand loyalty are likely
to be exhibited.

CUSTOMER DELIGHT IS A MUST – CUSTOMER SATISFACTION IS NOT

ENOUGH:

Satisfaction is a question of a perceived performance and expectation. Customers are

dissatisfied if performance is less than expected. They are satisfied when performance
matches expectations and they are delighted if performance exceeds their expectations.

An advantage of having delighted customers is that they do not easily switch from your brand
to another. They tend to develop an emotional bond / relationship with your brand as well as
your organization.

The key of generating high customer delights and therefore loyalty, lies in making them enjoy
the whole experience of buying and using your products and services.

Customer satisfaction is meeting the consumer needs. Customer delight is exceeding the
customer’s expectation. In customer satisfaction the organization has a procedure to deliver
adequate customer services. However, this clearly is not enough in today’s competitive
scenario.

CUSTOMER SATISFACTION MEASUREMENTS:

In order to execute the ultimate customer care, and create customer’s delight which exceeds
the customer delight, it is important to measure customer satisfaction.

The customer satisfaction index should be studied periodically and regularly, followed by
remedial changes if necessary.

9
Organizations must not only monitor their own performance in providing satisfaction, but
also their competitor’s performance in this area. We may be good but if competitors are better,
then we need to change.

There are 3 methods usually use to monitor customer satisfaction:

• Complaint and suggestion system

• Customer satisfaction surveys
• Lost customer
analysis.

REVIEW OF LITERATURE

Anderson & Sullivan (1993) examined that the elasticity or repurchase intentions with
respect to customer satisfaction and competing wholesalers with similar products offering,
encourages unsatisfied customers to switch.

Miguel l. Gomez a (2009), Edward analysed the links between the store attributes perception
and customer satisfaction and accommodation of complexities in the satisfaction sales
performance and results for customer satisfaction policies.

Hasemark & Albinsson (2004) studied that customer attitude towards product providers is
being expected for fulfilment of a need.

Kotler (2000) identified that customer care provided by supermarket makes the customer
happy and satisfied. Customer satisfaction can be a measure of how happy customers are with
the services and products of a supermarket.

Ciavolino & Dahlgaard (2007) examined that customer satisfaction can be defined as the
overall evaluation of the service performances or utilization.

Zairi (2000) analysed that loyalty and retention concern that customers who are satisfied are
most likely to share their experiences with other people.

10
Rolph E. Anderson (2014) studied the difference between high consumer expectations and
actual product performance may cause a less favourable evaluation of a product than of
disparity.

Jones (2005) identified the difficulty that sales people providing this information can extend
relationships and improve customer satisfaction.

Oliver (1981) analysed customer satisfaction as the emotions surrounding disconfirmed

expectations is coupled with the consumers prior feelings about the consumption experience.

Lovelock & Wirtz (2011) examined that loyal customers could be a study income in the long
run since they would repeat purchase and suggest their satisfied products and services to other
persons.

Cronin & Taylor (1992) identified that customer satisfaction has a significant positive effect
on repurchase intention in a range of services.

Schiffman & Kanuk (2010) examined that two parts of brand loyalty consist of behaviour and
attitude. Loyalty behaviour could be observed from a loyalty attitude. Loyalty behaviour
could be observed from a loyalty attitude.

11
CHAPTER 3:
3.1 COMPANY PROFILE

MSQUARE Appliances Private Limited

MSQUARE APPLIANCES PVT Limited was Established in the year 1995, “M

Square Appliance” is an esteemed manufacturer, supplier and exporter of a wide
assortment of Stainless - Steel Utensils, Lunch Box & other Home Ware
Products. High quality stainless steel is used in the production of this range. The
company’s products are known for sturdy structure, durability, premium quality and
long functional life. Different products that comprise this range are Tea Urn, Water
Container, Idly Cooker, Hand Juicer, Steel Plates, Napkin Stand and Coffee
Warmer. Apart from this we are also engaged in the manufacturing of Steel Kadhai,
Masala Dabba, Hot Tiffins, Thermosteel Bottle, Steel Table Bowl, Steel Lunch Box,
Steel Jug and Stainless-Steel Dishes.

Company's authorized capital stands at Rs 25.0 lakhs and has 75.0% paid-up capital which is
Rs 18.75 lakhs. Msquare Appliances Private Limited last annual general meet (AGM)
happened on 30 Sep, 2017. The company last updated its financials on 31 Mar, 2017 as per
Ministry of corporate affairs (MCA).

Facilitated by cutting edge technology and sophisticated machinery, we are able to

meet various requirements of the customers. The team of adept and competent experts
appointed by us, works relentlessly to bring forth an innovate range of quality
products. To ascertain the quality of products, our company has testing facilities that
are used by the quality auditors to check the range as per international standards. As
a quality conscious company, we also offer paid samples to the customers that are
available at production cost and entail delivery charges. All the consignments are
completed within the given time frame and high-grade raw material is used in the
packing of the range to ensure protection during transit. Customized packing can also
be availed by the clients. Owing to our qualitative range and timely completions of
the orders, we have garnered a wide spread clientele.

12
The company’s range of stainless-steel products is made from finest raw material to make
world- class products. Their client service principles are made best quality products and
delivered in time.

The mentor of the company, 'Mr. Mahendra Jain' is a highly knowledgeable and
pioneering figure possessing ample experience in this field. Under his inspiring
leadership, the company have scaled new heights and carved a niche for themselves
in this domain.

ABOUT THE INDUSTRY:

A Stainless steel, any one of a family of alloy steels usually containing 10 to 30 percent
chromium. In conjunction with low carbon content, chromium imparts remarkable resistance
to corrosion and heat. Other elements, such as nickel, molybdenum, titanium, aluminium,
niobium, copper, nitrogen, sulphur, phosphorus, or selenium, may be added to increase
corrosion resistance to specific environments, enhance oxidation resistance, and impart
special characteristics.

India was the world’s second-largest steel producer with production standing at 111.2 million
tonnes (MT) in 2019. The growth in the Indian steel sector has been driven by domestic
availability of raw materials such as iron ore and cost-effective labour. Consequently, the
steel sector has been a major contributor to India’s manufacturing output.

The Indian steel industry is modern with state-of-the-art steel mills. It has always strived for
continuous modernisation of older plants and up-gradation to higher energy efficiency levels.
Indian steel industry is classified into three categories - major producers, main producers and
secondary producers.

India’s finished steel consumption grew at a CAGR of 5.2% during FY16-FY20 to reach 100
MT. India’s crude steel and finished steel production increased to 108.5 MT and 101.03 MT
in FY20P, respectively.

Between April 2020 and November 2020, India’s cumulative production of crude steel was
62.01 MT and finished steel was 55.68 MT. Export and import of finished steel stood at 8.24

13
MT and 6.69 MT, respectively, in FY20P. Export and import of finished steel stood at 7.70
MT and 2.70 MT, respectively, between April 2020 and November 2020.

The market size of Indian stainless steel flat products is estimated to be 2.5 million tonnes
per annum, which is growing at a steady rate of 9-10 per cent per annum. The kitchenware
segment accounts for around 1 million tonnes per annum, almost half of the stainless-steel
flat products demand in India.

Although India is a large exporter in the kitchenware segment, its competitiveness is marred
by a glut of cheaper imports from China, says the company. Almost 80 per cent of the
kitchenware market has been covered by unorganised players using imports from China.
However, with the implementation of GST and e-way bill, the company is expecting more
players to come into the organised segment.

FEATURES OF THE COMPANY:

• We are one of the leading manufacturers, suppliers and exporters of Stainless-Steel Utensils,
Lunch Box & other Home Ware Products.
• These products are known for durability, smooth finish, reliability and cost effectiveness.
• Our range of stainless-steel products is light weight and resistant to corrosion.

14
MSQUARE APPLIANCES PVT LTD GENERAL DETAILS

CIN U28999TN2014PTC098230

Date of Incorporation 28 Nov, 2014

Status Active

Company Category Company limited by Shares

Company Sub-category Non-govt company

Company Class Private

Business Activity Manufacturing (Metals & Chemicals, and products thereof)

Authorized Capital 25.0 lakhs

Paid-up Capital 18.75 lakhs

Paid-up Capital % 75.0

Registrar Office City Chennai

Registered State Tamil Nadu

Registration Number 98230

Registration Date 28 Nov, 2014

Listing Status Unlisted

AGM last held on 30 Sep, 2017

15
COMPANY LOCATION:

1) MANUFACTURING UNIT ADDRESS:

NO: 40, V.S. MANI NAGAR, MANALI ROAD, INNER RING ROAD, MADHAVARAM,
CHENNAI, Chennai, Tamil Nadu.

2) BRANCH OFFICE ADDRESS:

NO: 309-B, MINT ST, SOWCARPET, TAMILNADU

CHENNAI-600003

COMPANY DIRECTORS:

1) MR. MAHENDRA JAIN

2) MRS. MAMTA KUMARI MAHENDRA

Team of the Company:

The team is the backbone of the organization and owing to its hard work, they have climbed
the ladder of success. The team comprises highly qualified and assiduous professionals, with
ample experience in this field. They work dexterously to bring forth an innovative range of
products. Further, quality auditors have been appointed to conduct stringent tests at various
stages of the production. Starting from the raw material to the final product stage, all the
products require the quality stamp approval of this team.
Various team members working for us are mentioned below:

• Technocrats
• Designers
• Steel fabricators
• Packing specialists
• Quality auditors
• Marketing executives
• Skilled and unskilled workers

The company regularly train their team for skill enhancing techniques to achieve optimum
performance so as to meet the various requirements of the customers.

16
TEAM:

DIRECTORS 02
MANAGERS 02
EMPLOYEES & WORKERS 22

Strengths of the Company:

We are an accredited manufacturer, supplier and exporter of a comprehensive range

of Stainless-Steel Utensils, Lunch Box & other Home Ware Products. Owing to our
qualitative range and timely execution of order, we have garnered a huge clientele spread all
across the country.

• Ethical and conscientious business policy

• Transparent dealings
• State-of-the-art infrastructure
• Hassle free payment modes
• Provision of paid samples
• Adherence to qualitative measures
• High quality range of products
• Cost effectiveness

Product Portfolio

MSQUARE APPLIANCES PVT LTD are one of the preeminent manufacturers, suppliers
and exporters of a comprehensive range of Stainless-Steel Utensils, Lunch Boxes & other
Home Ware Products. We use finest quality raw material to manufacture our range in
compliance and ensure that it is in compliance with the requisite industry standards.
MSQUARE AAPLIANCES PVT LTD deals with a wide range of stainless-steel utensils
which are essential in our daily life. They have their own manufacturing unit.

Our range boasts of the following features:

• Light weight
• Corrosion resistance

17
 • Good thermal conductivity
• Smooth finish
• Excellent polish
• Durability
• Abrasion resistance

PRODUCTS WHICH ARE MANUFACTURED BY THE COMPANY:

• IDLI COOKER:

Idli maker with steamer is a multipurpose pot made of stainless steel and works both as
an Idli maker and as a steamer. The product, which is suitable for induction cooking as
well, can be used for making soft & delicious Idli’s, for making idiyappam, noodles, pasta
and can be used as a cookpot.
• CASEROLE

Designed to keep your food warm and fresh, set of 3 Stainless Steel Casserole is a must-
have addition to your kitchen accessories. Made from stainless steel, they are durable and
long lasting. Double layer steel and better puff insulation of the Casserole keep the dishes
hot and cold for 4 to 5 hours respectively.
• LUNCH BOXES

MSQUARE STAINLESS STEEL LUNCH BOXES FOR OFFICE AND SCHOOL

Our food grade stainless steel lunch boxes are rust proof and will ensure your food stays
fresh, healthy and tasty. Stainless steel is a hygienic material which does not absorb stains
or smells and is easy to clean.
• TEA CAN

People use this SS Tea Container to make and store tea safe from moisture and outside
contaminants. One can use this container constantly without worrying about corrosion
and food poisoning after long time storage. Each container is 100% puff insulated to
keep tea at the desired temperature

• STEEL PLATES

One such must-have product is a stainless-steel dinner plate. Plates made of stainless
steel are sturdy and can be used on a regular basis without any fuss. The product (stainless
steel) is easy to use and clean and do not react with the food we eat.

18
• WATER CONTAINER

It is a Bacteria Free, Food Grade, Hygienic,100% Stainless Steel and Mirror Finished. It
is ideally used to storage the drinking water for kitchen

• NAPKIN STANDS

This Stainless-Steel Napkin/Tissue Paper Holder is a unique product. It is Made from

100% Stainless Steel making them highly durable and resistance to corrosion, it comes
with a Lifetime Guarantee on manufacturing defect.
• THERMOSTEEL BOTTLES

The classic MSQUARE thermosteel water bottle is a vacuum insulated flask with inner
and outer steel. It is designed to keep your beverages hot or cold for long hours. The lid
of this flask also serves as a cup for drinking. Now you don't have to spend money on
buying packaged water, each time you step out of home.
• STEEL JUGS

Stainless steel jugs ideal for serving milk and cream with a mirror polished exterior and
brushed finish interior. Perfect for one cup of coffee beautiful stainless-steel design
moulded pouring spout and sturdy handle milk-frothing pitcher for making cappuccinos
and cafe lattes kitchen craft stainless steel jug
• Baby FEEDING BOTTLES

304 Grade Stainless Steel Baby Feeding Bottle (150ml and 200 ml, Size 2) with Medical-
Grade Silicon Nipple and Extra Inner Cap for Travelling Purpose (Plastic Free Bottle).
We manufacture only 304 grade feeding bottle as it is best for the babies health. Its keeps
the child safe from all the chemicals and bacteria

19
 CHAPTER 4

DATA ANALYSIS &

INTERPRETATION

TABLE 4.1
AGE GROUP
S. NO AGE NO. OF PERCENTAGE
RESPONDENTS

1 20-30 50 42%

2 30-40 30 25%

3 40-50 20 17%

4 50 & above 20 16%

Total 120 100%

INFERENCES:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES Pvt Ltd

• 42% of the respondents are between the age group of 20-30.

• 25% of the respondents are between the age group of 30-40
• 17% of the respondents are between the age group of 40-50
• 16% of the respondents are between the age group of 50 & above

20
CHART 4.1

AGE 16%

42%
17%

25%

20-30 30-40 40-50 50 & above

21
TABLE 4.2

GENDER

S.NO ATTRIBUTES NO. OF PERCENTAGE

RESPONDENTS

1. MALE 80 67%

2. FEMALE 40 33%

TOTAL 120 100%

INFERENCES:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES Pvt Ltd

● 67% of the products are purchased by Male.

● 33% of the products are purchased by Female

CHART 4.2

GENDER

FEMALE 33%

MALE 67%

22
TABLE 4.3

ANNUAL INCOME

S.NO ATTRIBUTES NO.OF. RESPONDENTS PERCENTAGE

1 BELOW 125000 30 25%

2 125000-500000 50 42%

3 ABOVE 500000 40 33%

TOTAL 120 100%

INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES Pvt Ltd

• 25% of the products were purchased by respondents below 1,25,000 of annual

income.
• 42% of the products were purchased by respondents between 1,25,000-5,00,000 of
annual income.
• 33% of the products were purchased by respondents above 5,00,000 of annual income.

CHART 4.3

ANNUAL INCOME

ABOVE 5,00,000 33%

1,25,000-5,00,000 42%

BELOW 1,25,000 25%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

BELOW 1,25,000 1,25,000-5,00,000 ABOVE 5,00,000

23
TABLE 4.4

OCCUPATION

S.NO OCCUPATION NO. OF PERCENTAGE

RESPONDENTS
1 BUSINESSMAN 80 67%
2 PROFESSIONALS 25 21%
3 OTHERS 15 12%
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES Pvt Ltd

• 67%of the products were purchased by Businessman.

• 21% of the products were purchased by Professionals.
• 12% of the products were purchased by others

CHART 4.4

Occupation

12%

BUSINESSMAN
21%
PROFESSIONALS
OTHERS
67%

24
TABLE 4.5:

WHAT MODE OF PAYMENT DO YOU PREFER?

S.NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 CASH 52 43%
2 BANK 20 17%
3 CREDIT 48 40%
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES Pvt Ltd

• 43% of the respondents preferred to pay through Cash.

• 17% of the respondents preferred to pay through Bank.
• 40% of the respondents preferred to pay through Credit.

CHART 4.5

MO DE O F PAYME NT
MODE OF PAYMENT

C R E D IT 43%

BANK 17%

CASH 40%

25
TABLE:4.6

QUALITY OF CUSTOMER SERVICE YOU RECEIVED IN THE RECENT

EXPERIENCE

S.NO ATTRIBUTES NO. OF PERCENTAGE

RESPONDENTS

1 HIGHLY 8 06%
DISSATISFIED

2 DISSATISFIED 10 8%

3 NEUTRAL 20 17%

4 SATISFIED 33 28%

5 HIGHLY 49 41%
SATISFIED

TOTAL 120 100%

INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 41% of the respondents are highly satisfied by the customer service in their recent
experience.
• 28% of the respondents are satisfied by the customer service in their recent
experience.
• 17% of the respondents are neutral by the customer service in their recent experience.
• 8% of the respondents are highly dissatisfied by the customer service in their recent
experience.
• 06% of the respondents are satisfied by the customer service in their recent
experience.

26
CHART 4.6

SERVICE

HIGHLY DISSATISFIED 6%

DISSATISFIED 8.00%

NEUTRAL 17.00%

SATISFIED 28.00%

HIGHLY SATISFIED 41.00%

27
TABLE: 4.7

WHILE VISITING THE COMPANY, WHETHER THE EXPECTED STOCKS WERE

AVAILABLE FOR IMMEDIATE PURCHASE?

S. NO ATTRIBUTES NO. OF PERCENTAGE

RESPONDENTS

1 AGREE 80 67%

2 DISAGREE 40 33%

TOTAL 120 100%

INFERENCE:

Out of 120 respondents taken from the customers Of MSQUARE APPLIANCES PVT LTD.

• 67% of the respondents agreed that the products were available for immediate
purchase.
• 33% of the respondents agreed that the products were available for immediate
purchase.

CHART 4.7

STOCKS WERE AVAILABLE FOR IMMEDIATE

SALE

33%

67%

AGREE DISAGREE

28
TABLE 4.8
EXPECTED VARIETIES OF THE PRODUCTS ARE MANUFACTURED BY THE
COMPANY

S. NO ATTRIBUTES NO. OF PERCENTAGE

RESPONDENTS
1 YES 80 67%
2 NO 10 08%
3 MAYBE 30 25%
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 67% of the respondents agree that the variety of the products are manufactured by the
company.
• 08% of the respondents disagree that the variety of the products are manufactured by
the company.
• 25% of the respondents were confused whether the variety of the products are
manufactured by the company or not.

CHART 4.8

VARIETY OF THE PRODUCTS ARE

MANUFACTURED BY THE COMPANY
67%

25%
8%

YES NO MAYBE

29
TABLE 4.9:

FACTORS THAT INFLUENCE YOU THE MOST TO PURCHASE OUR PRODUCT

S.NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS

1 DURABILITY 20 17%

2 PRICE 25 21%

3 EASY 30 25%
AVALABILITY

4 PRODUCT 28 20%
VARIETIES

5 PRODUCT 25 16%
APPEARANCE

6 OTHERS 2 01%

TOTAL 120 100%

INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 17% of the products were purchased because of its durability.

• 21% of the products were purchased because of its price.
• 25% of the products were purchased because of its easy availability.
• 20% of the products were purchased because of its product varieties.
• 16% of the products were purchased because of its product appearance
• 01% of the products were purchased because of some other reason.

30
CHART 4.9

25%

20.00% 20%
17% 16.00%

1.00%

31
TABLE 4.10

DID YOUR PURCHASE EXPERIENCE INFLUENCE YOU TO REVISIT THE STORE?

S. NO ATTRIBUTES NO. OF PERCENTAGE

RESPONDENTS
1 YES 82 68%
2 NO 18 15%
3 MAYBE 20 17%
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 68% of the respondents have selected the option chose YES when asked if their
purchase experience influence them to revisit the store
• 15% of the respondents have selected the option chose NO when asked if their purchase
experience influence them to revisit the store
• 68% of the respondents have selected the option chose MAYBE when asked if their
purchase experience influence them to revisit the store

CHART 4.10

PURCHASE EXPERIENCE INFLUENCE YOU TO REVISIT

THE COMPANY

17%

15%
68%

YES NO MAYBE

32
Table 4.11

Do you want any feature modification in our products?

S. NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 Yes 40 33%
2 No 80 67%
TOTAL 120 100%
INFERENCE:
Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.
• 33% of the respondents have selected Yes for feature modifications.
• 67% of the respondents have selected NO for feature modifications.
• The respondents who have selected the option yes for any feature modification in that
some of the respondents have not mentioned any specific details and some of them
have mentioned the following modifications:
a) SHINE
b) THEY WANT A HIGHER GRADE OF STAINLESS STEEL
c) PRICING
d) THICKNESS OF THE UTENSILS
CHART 4.11

ANY FEATURE MODIFICATIONS IN THE PRODUCTS

YES
33%

NO
67%

33
TABLE 4.12

WILL YOU LIKE TO PURCHASE OUR PRODUCT AGAIN?

S. NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 YES 80 67%
2 NO 10 08%
3 MAYBE 30 25%
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 67% of the respondents have selected the option Yes for purchasing the products again.
• 08% of the respondents have selected the option NO for purchasing the products again.
• 25% of the respondents have selected the option MAYBE for purchasing the products
again.

CHART

PURCHASING THE PRODUCTS AGAIN

25% YES

NO

8% MAYBE
67%

34
TABLE 4.13

ARE YOU SATISFIED WITH THE OFFERS AND DISCOUNTS PROVIDED BY THE
COMPANY?
S. NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 YES 40 33%
2 NO 45 38%
3 MAYBE 35 29%
TOTAL 120 100%
INFERENCE:
Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.
• 33% of the respondents are satisfied with the offers and discounts provided by the
company.
• 38% of the respondents are not satisfied with the offers and discounts provided by the
company.
• 29% of the respondents were not sure whether they are satisfied with the offers and
discounts provided by the company or not.
CHART 4.13

SATISFIED WITH THE OFFERS AND DISCOUNTS

MAYBE
29% YES
33%

NO
38%

35
TABLE 4.14
TRANSPORTATION SERVICES PROVIDED BY THE COMPANY IS SATISFIED?
S.NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 HIGHLY 68 57%
SATISFIED
2 SATISFIED 23 19%
3 NEUTRAL 17 14%
4 DISSATISFIED 7 06%
5 HIGHLY 5 04%
DISSATISFIED
TOTAL 120 100%
INFERENCE:
Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.
• 57% of the respondents are highly satisfied with the transportation services.
• 19% of the respondents are satisfied with the transportation services.
• 14% of the respondents are neutral with the transportation services.
• 06% of the respondents are dissatisfied with the transportation services.
• 04% of the respondents are highly dissatisfied by the transportation services.

CHART 4.14

TRANSPORTATION SERVICE
H IG H L Y TRANSPORTATION SERVICE
4.00%
D IS S A T IS F IE D

D IS S A T IS F IE D 6.00%

NEUTRAL 14.00%

S A T IS F IE D 19.00%

H IG H L Y
57.00%
S A T IS F IE D

36
TABLE 4.15
PRODUCTS ARE DELIVERED ON TIME?
S.NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 YES 45 46%
2 NO 65 54%
TOTAL 120 100%
INFERENCE:
Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD
• 46% of the respondents agree that the products are delivered on time.
• 54% of the respondents disagree that the products are delivered on time.

CHART 4.15

PRODUCTS ARE DELIVERED ON TIME

YES

46% NO
54%

37
TABLE 4.16
IF THERE IS ANY DAMAGES HAPPENED WHILE DELIVERING THE PRODUCT, THE
COMPANY PROVIDES ANY REPLACEMENT?
S.NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 YES 100 83%
2 NO 20 17%
TOTAL 120 100%
INFERENCE:
Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.
• 83% of the respondents agree that the company provides replacement for the products
that got damaged during the delivery.
• 17%% of the respondents disagree that the company provides replacement for the
products that got damaged during delivery.

CHART 4.16

REPLACEMENT FOR THE DAMAGE PRODUCTS

DURING DELIVERY

17%

YES NO

83%

38
TABLE 4.17
I HAVEN’T FACED ANY PROBLEM WITH THE PRODUCTS WHILE USING
S. NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 HIGHLY AGREE 44 37%
2 AGREE 33 27%
3 NEUTRAL 18 15%
4 DISAGREE 13 11%
5 HIGHLY 12 10%
DISAGREE
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 37% of the respondents highly agree that they haven’t faced any problems with product
while using.
• 27% of the respondents agree that they haven’t faced any problems with product while
using.
• 15% of the respondents are neutral that they haven’t faced any problems with product
while using.
• 11% of the respondents disagree that they haven’t faced any problems with product
while using.
• 10% of the respondents highly disagree that they haven’t faced any problems with
product while using.

39
CHART 4.17

PROBLEMS WITH THE PRODUCTS

PROBLEMS WITH THE PRODUCTS

HIGHLY DISAGREE 10%

DISAGREE 11.00%

NEUTRAL 15%

AGREE 27.00%

HIGHLY AGREE 37.00%

40
TABLE 4.18
HOW WOULD YOU RATE THE VALUE FOR MONEY OF THE PRODUCT?
S. NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 BAD 10 08%
2 AVERAGE 25 21%
3 GOOD 85 71%
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 71% of the respondents have rated GOOD for the value of the product.
• 21% of the respondents have rated AVERAGE for the value of the product.
• 08% of the respondents have rated BAD for the value of the product.

CHART 4.18

VALUE OF THE PRODUCT

80%

71%
70%

60%

50%

40%

30%

21%
20%

10% 8%

0%
BAD AVERAGE GOOD

VALUE OF THE PRODUCT

41
TABLE 4.19

WILL YOU RECOMMEND OUR BRAND TO OTHERS?

S. NO ATTRIBUTES NO. OF PERCENTAGE
RESPONDENTS
1 YES 60 50%
2 NO 20 17%
3 MAYBE 40 33%
TOTAL 120 100%
INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 50% of the respondents selected the option YES for recommending our brand to others.
• 17% of the respondents selected the option NO for recommending our brand to others.
• 33% of the respondents were confused whether to recommend our brand to others or
not.

CHART 4.19

RECOMMEND OUR BRAND TO OTHERS

YES
33%

NO
50%

MAYBE

17%

42
TABLE 4.20
WHAT IS THE OVERALL SATISFACTION LEVEL OF OUR PRODUCTS?

S.NO ATTRIBUTES NO. OF PERCENTAGE

RESPONDENTS

1 HIGHLY 50 42%
SATISFIED

2 SATISFIED 35 29%

3 NEUTRAL 22 18%

4 DISSATISFIED 8 07%

5 HIGHLY 5 04%
DISSATISFIED

TOTAL 120 100%

INFERENCE:

Out of 120 respondents taken from the customers of MSQUARE APPLIANCES PVT LTD.

• 42% of the respondents are highly satisfied with the product.

• 29% of the respondents are satisfied with the product.
• 18% of the respondents are neutral with the product.
• 07% of the respondents are dissatisfied with the product.
• 04.% of the respondents are highly satisfied with the product

43
CHART 4.20

OVERALL SATISFACTION LEVEL

OVERALL SATISFACTION LEVEL

HIGHLY DISSAT IS FIE D 4.00%

DISSAT IS FIE D 7.00%

NEUTRAL 18.00%

SATISFIE D 29.00%

HIGHLY SATISFIE D 42.00%

44
 CHAPTER-5
5.1 FINDINGS

● 42% of the respondents are between the age group of 20-30.

● 67% of the products are purchased by Male
● 42% of the products were purchased by respondents between 1,25,000-5,00,000 of
annual income.
● 67%of the products were purchased by Businessman
● 43% of the respondents preferred to pay through Cash.
● 41% of the respondents are highly satisfied by the customer service in their recent
experience.
● 67% of the respondents agreed that the products were available for immediate purchase.
● 25% of the products were purchased because of its easy availability
● 67% of the respondents agree that the variety of the products are manufactured by the
company.
● 67% of the respondents have selected NO for feature modifications
● 67% of the respondents have selected the option Yes for purchasing the products
again
● 38% of the respondents are not satisfied with the offers and discounts provided by the
company.
● 54% of the respondents disagree that the products are delivered on time.
● 83% of the respondents agree that the company provides replacement for the products
that got damaged during the delivery.
● 37% of the respondents highly agree that they haven’t faced any problems with
product while using
● 71% of the respondents have rated GOOD for the value of the product
● 50% of the respondents selected the option YES for recommending our brand to others.
● 42% of the respondents are highly satisfied with the product.

45
 5.2 SUGGESTIONS
● The company can increase its availability so that the customer can easily reach the
product according to their demand.
● The company can adopt new ways to improve the quality of the product so that the
customers don’t expect any feature modification.
● The company should have a regular check over the quality and availability of the
products. So that the customers won’t be disappointed.
● The company should more frequently give discounts and offers to satisfy customers.
● The company should deliver the products on time.
● The company should frequently run online advertisements to increase brand awareness.

5.3 Conclusion
Internship experience of working at MSQUARE APPLIANCES PVT LTD
was beneficent by way of gaining not only theoretical knowledge but also
getting an opportunity to work practically. It was a great learning
experience.

Customer satisfaction is the basis for any company to operate and make
profit. The quality of service creates customer satisfaction. Customer
preferences also helps in determining that the level of customer satisfaction
of some extent. The customer satisfaction survey should take place more
frequently and the results have to be put into practice in the company’s
strategies and operations. This survey conducted was the study made on
customer preferences and the level of customer satisfaction at MSQURE
APPLIANCES PVT LTD.

The aim of this study was to identify the customer preferences and the level
of satisfaction and also the factors that motivates the customers to make
purchase from the store. Overall, the results of the study were considered
to be positive. Based on the theory of customer satisfaction, it is clear that

46
customer satisfaction boosts up company’s revenue and helps maintaining
and increasing the repurchase intension of customers. The study reveals
that the majority of customers are satisfied with the products and services
of the store and they are also interested in recommending it to other
customer

47
 ANNEXURE-1
QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFACTION WITH THE REFERENCE TO “MSQUARE

APPLIANCES PVT LTD”

RESPECTED SIR/MADAM,

This is a project undergone for the completion of B.B.A course from DWARAKA DOSS
GOVERDAN DOSS COLLEGE, as a part of curriculum. I would like you to help in
furnishing the information required in filling up the questionnaire for a survey. I assure that the
following information provided by you will be kept confidential and it will be used only for
project purpose.

1) AGE:
a) 20-30
b) 30-40
c) 40-50
d) 50 & ABOVE
2) GENDER?
a) MALE
b) FEMALE
3) ANNUAL INCOME?
a) Below 1,25,000
b) 1,25,000 – 5,00,000
c) Above 5,00,000
4) OCCUPATION
a) BUSINESSMAN
b) PROFESSIONALS
c) OTHERS
5) WHICH MODE OF PAYMENT DO YOU PREFER?
a) Cash
b) Bank

48
 c) Credit
6) QUALITY OF THE CUSTOMER SERVICE YOU RECEIVED IN THE RECENT
EXPERIENCE
a) Highly dissatisfied
b) Dissatisfied
c) Neutral
d) Satisfied
e) Highly Satisfied
7) WHILE VISITING THE COMPANY, WHETHER THE EXPECTED STOCKS
WERE AVAILABLE FOR IMMEDIATE PURCHASE?
a) AGREE
b) DISAGREE
8) EXPECTED VARIETIES OF PRODUCTS ARE MANUFACTURED BY THE
COMPANY
a) Highly dissatisfied
b) Dissatisfied
c) Neutral
d) Satisfied
e) Highly Satisfied
9) WHAT ARE THE FACTORS THAT INFLUENCE YOU THE MOST TO
PURCHASE OUR PRODUCT?
a) Durability
b) Price
c) Easy availability
d) Product varieties
e) Product appearance
f) Others
10) DID YOUR PURCHASE EXPERIENCE INFLUENCE YOU TO REVISIT THE
STORE?
a) YES
b) NO
c) MAYBE
11) DO YOU WANT ANY FEATURE MOIFICATIONS IN OUR PRODUCTS?
a) YES

49
 b) NO
c) IF YES, SPECIFY .

12) WILL YOU LIKE TO PURCHASE OUR PRODUCTS AGAIN?

a) YES
b) NO
c) MAYBE
13) ARE YOU SATISFIED WITH THE OFFERS AND DISCOUNTS PROVIDED BY
THE COMPANY?
a) YES
b) NO
c) MAYBE
14) TRANSPORTATION SERVICES PROVIDED BY THE COMPANY IS
SATISFIED?
a) Highly dissatisfied
b) Dissatisfied
c) Neutral
d) Satisfied
e) Highly Satisfied
15) PRODUCTS ARE DELIVERED ON TIME?
a) YES
b) NO
16) IF THERE IS ANY DAMAGES HAPPENED WHILE DELIVERING THE
PRODUCT, THE COMPANY PROVIDES ANY REPLACEMENT?
a) YES
b) NO
17) I HAVEN’T FACED ANY PROBLEM WITH THE PRODUCTS WHILE USING
a) Highly disagree
b) Disagree
c) Neutral
d) Agree
e) Highly disagree
18) HOW WOULD YOU RATE THE VALUE OF THE PRODUCT?
a) BAD

50
 b) AVERAGE
c) GOOD
19) WILL YOU RECOMMEND OUR BRAND TO OTHERS?
a) YES
b) NO
c) MAYBE
20) WHAT IS THE OVERALL SATISFACTION LEVEL OF OUR PRODUCTS?
a) Highly dissatisfied
b) Dissatisfied
c) Neutral
d) Satisfied
e) Highly Satisfied

51
 BIBILOGRAPHY
BOOK REFERNCES:

S.NO NAME AUTHOR

1 MARKETING RESEARCH D.D SHARAMA,

SULTAN CHAN & SONS,
NARESH MALHOTRA

2 MARKETING MANAGEMENT PHILLIP KOTLER,

F.C SHARMA,
KEVING LANE KELLER,
ABRAHAM KOSHY

3 RESEARCH METHODOLOGY C.R. KOTHARI, VISWA

PRAKASHAN

WEBSITES:

WWW.ENTREPRENEURINDIA.COM

WWW.ECONOMICTIMES.COM

WWW.BRITANNICA.COM

WWW.IBEF.ORG

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