CHAPTER 1
1.1 BACKGROUND
Customer loyalty is when an organization receives the ultimate reward for the
way it interacts with its customers. Loyal customers buy more, buy longer and tell more
people - that's true customer loyalty.
Organizations that use loyalty schemes are constantly looking at the customer
lifetime value (LTV) and other customer data. This information combined with providing
customer service excellence can lead to long term loyalty.
2
Customer data and models based on the data collected can tell you which
customers are most likely to respond and become loyal, no matter what kind of front-
end marketing program you are running or how you "wrap it up" and present it to the
customer. The data will tell you who to promote to, and how to save precious marketing
dollars in the process of creating customers who are loyal to you longer.
Customer Loyalty has become a catch-all term for the end result of many
marketing approaches where customer data is used. You can say Relationship
Marketing or Database Marketing or Permission Marketing or CRM, and what you are
really talking about is trying to increase customer loyalty - getting customers to choose
to buy or visit more. Increased customer loyalty is the end result, the desired benefit of
these programs. All of the above approaches have two elements in common - they
increase both customer retention and the Lifetime Value of customers.
3
Price. Customers are more price sensitive now than they have ever been. In
the new, post-recession economy, I think that price will continue to be a
primary driving factor that will determine how loyal our clients and customers
are to our business.
Product. There is no substitute for delivering a quality product. With so
many options in the marketplace, if your product or service doesn’t live up
4
expectations, or is less than perfect, customers won’t come back. I know that
for me, one bad meal in a restaurant is all it takes for me to not return.
Delivery
The experience of receiving a product or service encompasses the
entire corporate promise to the customer. It includes every aspect of what the
customer sees, feels, touches, and experiences.
Service
Customer’s expectations about service are continually increasing. To
some degree, we’ve become spoiled by immediacy of information that
technology provides. When we have questions or problems, we expect to be
able to get answers and solutions now – and in the format we want it.
Recognition.
We all want to be recognized – for who we are, for what we do. We
love it when people know and remember our names. We all like to feel
important to someone. A key factor in building customer loyalty is in finding a
way to provide that recognition, and provide it consistently.
Core Offering
The companies that boast the highest levels of fiercely loyal
customers have built that loyalty not on card programmes or gimmicks, but on
a solid, dependable, core offering that appeals to their customers. These
companies have focused intently on what they know appeals to the type of
customers they want to attract, and have determinedly concentrated on
delivering what is expected every time. North American retailer, Nordstrom
(www.nordstrom.com), is well known for the loyalty of its customers. It built
this loyalty by understanding what its customers wanted and then
empowering its employees to deliver those needs consistently.
Clearly, the data from a good loyalty programme should help the operator to
improve this core offering by tailoring and moulding it more closely to the
customers' needs and desires.
5
Elements of the core offering that have a large role in building customer loyalty
include:
Location and premises clearly play a part in engendering loyalty. The Three L's of
retail - "location, location and location" - are undoubtedly important, and attractive
and functional premises are equally so.
Satisfaction
Clearly, satisfaction is important; indeed essential. But, taken in isolation,
the level of satisfaction is not a good measure of loyalty. Many auto
manufacturers claim satisfaction levels higher than 90%, yet few have
repurchase levels of even half that. The situation is stacked against the business:
if customer satisfaction levels are low, there will be very little loyalty. However,
customer satisfaction levels can be quite high without a corresponding level of
loyalty. Customers have come to expect satisfaction as part and parcel of the
general deal, and the fact that they are satisfied doesn't prevent them from
defecting in droves to a competitor who offers something extra. The point is that,
while high levels of customer satisfaction are needed in order to develop loyal
customers, the measure of customer satisfaction is not a good measure of the
level of loyalty. The two are not measuring the same thing.
Elasticity level
Elasticity expresses the importance and weight of a purchasing decision
- effectively the level of involvement or indifference. This applies to both the
customer and the business.
Involvement
The customer's involvement in the category is important: the more important
your product or service is to the customer, the more trouble they have probably taken in
their decision to do business with you, and the more likely they are to stick with what
they have decided. Most customers would be highly involved in the category when
choosing a new car, a new jacket, or a bottle of wine. However, when choosing a new
6
Ambivalence
The customer's level of ambivalence is also important. Few decisions are clear
cut. There are usually advantages and disadvantages to be balanced, and vacillation is
unstable. Again, we see that the more commoditised a product or service, the more
difficult it is to cultivate loyalty. It is only when points of differentiation are introduced that
the customer has a valid reason for consistently preferring one particular supplier.
The marketplace
The marketplace is a key factor in the development of loyalty. The elements most
closely involved are:
Opportunity to switch
If the number of competing suppliers is high and little effort is required to switch,
switching is clearly more likely. Conversely, the more time and effort invested in the
relationship, the more unlikely switching becomes. The level and quality of competition
has a significant effect on how easy it is for a customer to switch from any one
particular supplier. When competitors are offering very similar products at similar
prices, with similar levels of service, some means of useful differentiation has to be
found in order to give customers a reason to be loyal.
Inertia loyalty
This is the opposite of ease of switching. Most banks enjoy a high level of
inertia loyalty simply because it's often so difficult and time-consuming to change to a
new bank and transfer direct debits and standing orders.
Demographics
According to Jan Hofmeyr and Butch Rice, developers of The Conversion Model
7
(which enables users to segment customers not only by their commitment to staying
with a brand but also to segment non-users by their openness to switching to the
brand), more affluent and better educated customers are less likely to be committed to a
specific brand. They say that the commitment of less affluent consumers to the brands
they use is often unusually strong - possibly because they cannot afford to take the risk
of trying a brand that might not suit them as well. They also suggest that younger
consumers are less committed to brands than older consumers.
Share of wallet
As markets become saturated and customers have so much more to choose from,
share of wallet becomes increasingly important. It is cheaper and more profitable to
increase your share of what the customer spends in your sector, than to acquire new
customers. After all, that's what loyalty is really about. Totally loyal customers would
give you a 100% share of their spend in your sector.
3. Lloyd C. Harris and Mark M. H. Goode (2004)3 have conducted a study on The
four levels of loyalty and the pivotal role of trust: a study of online service
dynamics. A four-dimension scale of loyalty that reflects Oliver’s [Satisfaction, a
Behavioral Perspective on the Consumer, McGraw-Hill, New York, 1997]
conceptualization of a sequential loyalty chain is proposed, operationalized, and
tested. Further, through both synthesizing and building on existing research into
loyalty, trust, satisfaction, value, and service quality, a framework is proposed
and tested that positions trust as a pivotal driver of loyalty. Data is collected and
1
Caruana, Albert (2004), “The impact of switching costs on customer loyalty: A study among corporate
customers of mobile telephony ", Journal of Targeting, Measurement and Analysis for Marketing, Vol. 12,
pp.256 – 258.
2
Roger Hallowell (1996), “The relationships of customer satisfaction, customer loyalty, and profitability:
an empirical study", International of Journal Service Management, Vol. 7, Issue.4, pp.27 - 42
3
Lloyd C. Harris and Mark M. H. Goode (2004), “The four levels of loyalty and the pivotal role of trust: a
study of online service dynamics ", Journal of Retailing, Vol. 80, Issue. 2, pp. No. 139 - 158.
9
analyzed from two surveys of online customers, the first being purchasers of
books and the second being a study of online flight purchasing. Analysis
suggests that the hypothesized cognitive-affective-conative-action loyalty
sequence is statistically most likely out of all possible variations. Although some
differences emerge in the two studies, structural modeling largely supports the
hypothesized framework and positions trust as central to service dynamics.
4
Andreas H. Zins (2001), “Relative attitudes and commitment in customer loyalty models: Some
experiences in the commercial airline industry ", International Journal of Service Industry
Management, Vol. 12, Iss: 3, pp.269 - 294.
10
5
Annette Giering, Christian Homburg, (2001), “Personal characteristics as moderators of the relationship
between customer satisfaction and loyalty—an empirical analysis", Psychology and Marketing, Vol. 18,
Issue. 1, pp. No 43-66.
6
Anne W. Mägi (2003), a study on Share of wallet in retailing: the effects of customer satisfaction, loyalty
cards and shopper characteristics ", Journal of Retailing, Vol. 79, Issue. 2, pp.97 – 106.
11
7. David Jafen (2002)7 a study on Customer loyalty in E-Commerce. The high cost
of attracting new customers on the Internet and the relative difficulty in retaining
them make customer loyalty an essential asset for many online vendors. In the
non-Internet marketplace, customer loyalty is primarily the product of superior
service quality and the trust that such service entails. This study examines
whether the same applies with online vendors even though their service is
provided by a website interface notably lacking a human service provider. As
hypothesized, customer loyalty to a specific online vendor increased with
perceived better service quality both directly and through increased trust.
However, the data suggest that the five dimensions of service quality in
SERVQUAL collapse to three with online service quality: (1) tangibles, (2) a
combined dimension of responsiveness, reliability, and assurance, and (3)
empathy. The first dimension is the most important one in increasing customer
loyalty, and the second in increasing customer trust. Implications are discussed.
8
12
ensuring customer loyalty with a failed recovery attempt. Moreover, the findings
suggest that bonding the customer to the company might reduce customer
resistance to premium prices.
10. Leanne H. Y. Too; Anne L.Souchon & Peter C.Thirkell (1998)10 a study on
Relationship Marketing and Customer Loyalty in a Retail Setting: A Dyadic
Exploration. Customer loyalty is increasingly seen to be crucial to the
success of business organisations, with the growing realisation that
attracting new customers is far more expensive than retaining existing
ones. It has been suggested that a way of increasing customer retention is
through secure relationships between buyers and sellers. Surprisingly,
however, and despite the growing body of literature on relationship
9
109
Yi-Ting Yu, Alison Dean (2001), “The contribution of emotional satisfaction to consumer loyalty",
International Journal of Service Industry Management, Vol. 12, Iss: 3, pp.234 - 250.
10
Leanne H. Y. Too; Anne L. Souchon; Peter C. Thirkell (1998), “Relationship Marketing and Customer
Loyalty in a Retail Setting: A Dyadic Exploration”, Journal of Marketing, Vol. 17, Iss: 3, pp.287 - 319.
13
marketing issues, little empirical research has been conducted on the link
between relationship marketing and customer loyalty in a retailing context.
This paper attempts to address this gap by presenting and testing a
conceptual model of the process by which the implementation of
relationship marketing can enhance such loyalty. A dyadic exploratory
study of clothing store managers and their customers was conducted.
Findings reveal that customers' perceptions of clothing stores' relationship
marketing efforts are crucial to enhanced commitment and loyalty.
Implications are drawn from these results, and future research directions
are discussed.
To know about the factors which are satisfying the customer’s while purchasing
in Pankaja Mills.
Customer loyalty plays a vital role for any organization success. It plays
much vital role in the industries like textiles where the competition is high. The
study has covered customers of Pankaja Mill in and around Coimbatore and
analyzed the level of customer’s loyalty. The study also identified the factors that
contribute the customer satisfaction. As only a satisfied customer will be loyal to
the organization, the study also finds the specific reasons that make customers
look for Pankaja Mill.
TYPE OF STUDY
SAMPLING design
15
Percentage Analysis
Chi- square
Percentage Analysis:
Chi- square:
16
X2= (O-E) 2
Where,
The study is restricted to 70 due to time constraint and customer of Pankaja Mill is
being limited in and around Coimbatore.
Data collection was done through questionnaire, filled by the respondents, which
may be affected by personal bias.
The study is based entirely on the feedback received from the respondents.
Chapter 1: INTRODUCTION
This chapter gives an introduction about the research conducted. It deals with the
background study, theoretical background of the study, review of literature, statement of
the problem, objectives of the study, scope of the study, research methodology adopted
and the limitations of the study.
The chapter organization profile deals with the history of the organization, the
management, organization structure, product profile and the market potential,
competitive strengths of the company, future plans and the description about various
functional areas.
The chapter micro-macro analysis gives an insight about the industry in the
Global scenario as well as the Indian scenario.
Analysis and interpretation deals with the analysis of the data collected for the
study and the interpretation of the results obtained.
Chapter 5: CONCLUSION
This chapter deals with the discussions on the findings and the suggested
recommendations based on the findings.
CHAPTER 2
ORGANIZATION PROFILE
The Company:
Pankaja Mills, one of the oldest mills in the city of Coimbatore, was incorporated
in the year 1933 with a commissioned capacity of 15000 spindles. The mill, due to
various managerial inefficiencies coupled with financial irregularities, ceased its
operations intermittently and was taken over by the TamilNadu Textile Corporation
18
Limited under the Industries Development and Regulation Act on 22/11/1972 and
started functioning again from 14/01/1973.
The mill has been identified as one of the viable unit of the Corporation and
hence a revival package has been worked out for this mill as at an outlay of Rs.17.69
Crores. The package, inter alia, includes acquisition of new production machinery,
augmenting working capital and compensation for surplus workmen who would be
retired under voluntary scheme of the Corporation.
The mill, as a prelude to the export of yarn, has started implementing ISO
9001:2000 Quality Management System and obtained ISO certificate in 2009.
General Manager
Mixing
Blow Room
Carding
21
Drawing
Simplex
Spinning
Winding
Packaging
SWOT ANALYSIS
Strengths
Credit Sales
Weakness
Unskilled Workers
Opportunities
Product Development
Threats
Increasing Wages
ADMINISTRATION
The administrative officers and their staffs look after the financial matters,
inwards and outwards of the company.
They control over all the receipts and payments of the company. Without their
authorization no payments or receipts will be made.
Finance / Accounts
This department will involve in sourcing out of finance by collecting the sales,
receipts, by applying credit facilities through banks and by collecting funds from
directors for smooth running of business.
All the receipts and payments will be control over by this department.
23
Marketing
The process of spinning comes to completion only after the produced goods are
sold in the market.
The marketing department will analyze the market condition on various areas
and sell their product.
The marketing department had already created a good will for the product, which
help them to market the product easily.
PRODUCTION DEPARTMENT
MIXING
BLOW ROOM
S.LAP M/C
CARDING
R.LAP M/C
DRAWING COMBING
SIMPLEX
PACKAGING
SPINNING
WINDING
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Mixing:
Cottons of different varieties, in different proportions, are hand opened and laid
into different layers according to the quality of cotton and depending on the end use
(yarn quality requirement).
Blow Room:
The cotton is well opened and cleaned to remove the foreign matter such as seed
bits, leaf bits etc, and a thin uniform sheet of 40’’ width and rolled in lengths of about 40
meters, known as LAP.
Carding:
The laps received from blow room is further opened and cleaned and a clean rope
like material, known as Card Sliver is produced and stored in cans.
Combing:
It is an optional special process to remove short fibers, neos etc from the Card
Sliver to improve the quality of yarn, in order to produce a COMBED YARN.
Drawing:
The Card Sliver or Combed Slivers (6 to 8 No’s) are passed through this machine,
to make the fibers in the silver in parallel and more even, in order to improve the quality
of yarn.
25
Simplex:
The drawing silver is thinned and made to a Strand of required size, known as ROVE
and wound into bobbins of 1 to 1.5 kg weight. The thinning process of material is known
as Drafting.
Ring Spinning:
The Roving Bobbins received from Simplex, is fed in ring spinning frames, where the
material is further down, twisted and yarn is formed which is wound on small cops of 50
to 60 gms.
Cone Winding:
The yarn in small Cops is wound into bigger packages known as Cones of required
weight (1.25 kg cotton, 1.50 kg polyester cotton) after cleaning the impurities from Ring
Spinning yarn.
Cone Packaging: The yarn is packed in pre-stitched polywoven bags with 40 cones of
1.25 kg to produce 50 kg bags or according to the market requirement, in order to
dispatch to various market centers/depots for sale.
CHAPTER 3
POTENTIAL GAINS
It may be noted that clothing sector would offer higher gains than the textile
sector, in the post MFA regime. Countries like Mexico, CBI countries, many of the
African countries emerged as exporters of readymade garments without having much of
textile base, utilizing the preferential tariff arrangement under the quota regime.
Besides, countries like Bangladesh, Sri Lanka, and Cambodia emerged as garment
exporters due to cost factors, in addition to the quota benefits. Thus, it may be
concluded that these countries are likely to lose their market share in the future
scenario.
It may be said that countries like China, USA, India, Pakistan, Uzbekistan and
Turkey have resource based advantages in cotton; China, India, Vietnam and Brazil
have resource based advantages in silk; Australia, China, New Zealand and India have
resource based advantages in wool; China, India, Indonesia, Taiwan, Turkey, USA,
Korea and few CIS countries have resource based advantages in manmade fibers. In
addition, China, India, Pakistan, USA, Indonesia have capacity based advantages in the
textile spinning and weaving.
The market losers in the long term (by 2014) would include high cost producers,
like EU, USA, Canada, Mexico, Japan and many east Asian countries. The
determinants of increase / decrease in market share in the medium term would however
depend upon the cost, quality and timely Review of Indian Textiles and Clothing
27
Industry The textiles and garments industry is one of the largest and most prominent
sectors of Indian economy, in terms of output, foreign exchange earnings and
employment generation. Indian textile industry is multi-fiber based, using delivery. In the
long run, there are possibilities of contraction in intra-EU trade in textile and garments,
reduction of market share of Turkey in EU and market share of Mexico and Canada in
USA, and thus provide more opportunities for developing countries like India.
It is estimated that in the short term, both China and India would gain additional
market share proportionate to their current market share. In the medium term, however,
India and China would have a cumulative market share of 50 percent, in both textiles
and garment imports by USA. It is estimated that India would have a market share of
13.5 percent in textiles and 8 percent in garments in the USA market. With regard to
EU, it is estimated that the benefits are mainly in the garments sector, with China taking
a major share of 30 percent and India gaining a market share of 8 percent. The potential
gain in the textile sector is limited in the EU market considering the proposed further
enlargement of EU. It is estimated that India would have a market share of 8 percent in
EU textiles market as against the China’s market share of 12 percent.
The global economic crisis is set to hit the cotton trade across the globe. Cotton
imports at the global level are expected to decrease 12% to 7.3 million tonne in the
current cotton year beginning October 2008. This has been projected by the
International Cotton Advisory Committee (ICAC) after assuming curtailment in
production by textile mills all over the globe during the year.
ICAC estimates that hit by competition from chemical fibres amid slower global
economic growth, cotton consumption by textile mills would for the first time witness a
negative growth in the current year. Against this backdrop, ICAC assumes cotton
consumption by textile mills would decline 6% to about 24.9 million tonne in the current
season, which will subsequently lead to a decline in cotton imports in coming days.
Apart from the economic downturn, the projected decline in the income of
developed economies in 2009, tightening credit availability for spinning mills and
28
uncertainty regarding the prevalence of the global financial crisis are the other factors
that will lead to a cutback in global demand for cotton, said ICAC in its latest report on
the world cotton outlook.
India Spinning Industry has gone from strength to strength since a very long time
now as it was the hub of cotton manufacturing. Cotton is not only consumed to the
highest extent in India but it has also become one of the most profitable textiles in the
export industry.
Spinning in India can be classified into 2 categories: medium and long staple. But
there was a shortfall in the 'extra-long' category that continued for many years. There
was a massive downfall in the cotton spinning in India during 2004-2005. The
production rate of cotton was about 4 lakh bales that was less by 5 lakh bales from the
required rate which was 9 lakh bales. Mr. P. D. Patodia, the Chairman of the Standing
Committee on Cotton, CITI-CDRA said that the manufacturing of cotton will rise to 11-
12 lakh bales in 2010.
29
The present downfall in the cotton production has witnessed a 50% increase in
the price of Indian varieties of ELS, which is detrimental for the spinning industry in
India. Spinning mills require domestic accessibility of ELS cotton in increased quantity
and of better fibre qualities.
To survive this downfall in the cotton trade which is a highly profitable textile in
the India Spinning Industry, CITI-CDRA is conducting a conference with various
research organizations such as CICR (Nagpur), JNKVV (Khandwa), UAS (Dharwad),
and Regional Textile Mills' Association in R&D activities. It conducted a discussion
pertaining to the development of new varieties of seeds and adopting the advanced
procedure of cultivation which will add to the profit in the cotton textile sector of the
spinning industry. The most important and efficient step towards the resurgence of
cotton manufacturing would be to develop the ELS varieties with lesser duration crops
and yield to cost-effectiveness and consistency in cultivation. This will not only motivate
the farmers but will also make them stick to the desired sector of cotton crop.
The yarn spinning industry covers almost 25 percent of the total industrial
production of one of the world's 10 largest economies. Trends are reviewed every year
in accordance with the need and fashion. An elaborate and detailed assessment is
made on various sectors of the yarn spinning such as, production, consumption, and
materials. The legislative and the political consequences are also reviewed at the same
time. In addition to it, other areas that are being reviewed in the yarn spinning sector are
exports, imports, prices, advertising, and sales promotion patterns.
Some of the popular companies engaged in the India Spinning Industry are listed
below:
Woven Fabrics, Terry Towels, Denims, Furnishing Fabrics, carpets and other
Industrial Fabrics.
• Sangam (India) Ltd. (Sangam Group of Companies) - Largest producer of
dyed yarn in India with a capacity of 64032 spindles in one location.
• Ajay Group of Industries - Manufacturer and seller of polyester viscose,
polyester woolen and uniform fabrics.
The Spinning Industry in India is on set to hit the global market with other fabrics
as well like the cotton textiles with its enthusiasm and consistency in work. It has
already reached a phenomenal status in India by beating the obstacles that caused a
downfall since past few years and is now on its way to cover a wider area in the
spinning sector.
CHAPTER 4
Tirupur 10 14.3
Salem 19 27.1
Erode 19 27.1
Somanur 10 14.3
Coimbatore 12 17.1
TOTAL 70 100.0
31
From the above table it has been known that out of total respondents taken for study,
14% of the respondents are from Tirupur, 27% of the respondents are from Salem, 27%
of the respondents are from Erode, 14% of the respondents are from Somanur, 17% of
the respondents are from Coimbatore. Majority of the respondents (27%) are from the
location Salem and Erode.
70 100.0
TOTAL
From the above table it has been known that out of total respondents taken for the
study, 18% of the respondents having monthly income below 50000, 20% of the
respondents having monthly income between 50000 to 100000, 25% of the respondents
having monthly income between 100001 to 200000, 20% of the respondents having
32
monthly income between 200001 to 500000, 15% of the respondents having monthly
income above 500000. Most of the respondents (25%) having monthly income between
100001 to 200000.
From the table it has been known that out of total respondents, 52% of the respondents
are regular customer to Pankaja Mill, 47% of the respondents are not regular customer
to Pankaja Mill. Majority of the respondents (52%) are regular customer to the Pankaja
Mill.
From the above table it has been known that out of total respondents, 21% of the
respondents are regular customer to Pankaja Mill less than one year, 41% of the
respondents are regular customer to Pankaja Mill for 1 to 3 years, 25% of the
respondents are regular customers to Pankaja Mill for 3 to 5 years, 11% of the
respondents are regular customer to Pankaja Mill for above 5 years.Most of the
respondents (41%) are regular customer to Pankaja Mill for 1 to 3 years.
Newspaper 11 15.7
Friends 18 25.7
26 37.1
Relatives
10 14.3
Advertisements
Others 5 7.1
TOTAL 70 100.0
34
From the above table it has been known that, out of the total respondents, 15% of the
respondents came to know about Pankaja Mill through Newspaper, 25% of the
respondents came to know about Pankaja Mill through Friends, 37% of the respondents
came to know through Relatives, 7% of them came to know through other sources.Most
of the respondents (37%) came to know Pankaja Mill from Relatives etc.
49 70.0
Yes
21 30.0
No
70 100.0
TOTAL
From the above table it has been known that out of the total respondents, 70% of the
respondents are satisfied with the quality and service provided by the Pankaja Mill, 30%
of the respondents are not satisfied with the quality and service provided by the Pankaja
Mill. Majority of the respondents (70%) are satisfied with quality and service provided by
the Pankaja Mill.
31 44.3
Cotton
39 55.7
Polyester Cotton
70 100.0
TOTAL
From the above table it has been known that out of the total respondents, 44% of the
respondents are buying cotton thread material, 55% of the respondents are buying
polyester cotton thread material. Majority of the respondents (55%) are buying polyester
cotton thread material in Pankaja Mill.
From the above table it has been known that out of total respondents, 10% of the
respondents are buying 30’s cotton count, 22% of the respondents are buying 40’s
cotton count, 25% of the respondents are buying 52’s cotton count, 24% of the
respondents are buying 72’s cotton count and 17% of the respondents are buying 90’s
cotton count. Most of the respondents (25%) are buying 52’s cotton count in Pankaja
Mill.
36
From the above table it has been known that out of total respondents, 11% of the
respondents are buying 30’s polyester cotton count, 28% of the respondents are buying
40’s polyester cotton count, 28% of the respondents are buying 52’s polyester cotton
count, 20% of the respondents are buying 72’s polyester cotton count, 11% of the
respondents are buying 90’s polyester cotton count. Most of the respondents (28%) are
buying 40’s and 52’s polyester cotton count in Pankaja Mill.
37
Quarterly
28 40.0
Half yearly
18 25.7
Yearly
70 100.0
TOTAL
From the above table it has been known that out of the total respondents, 7% of the
respondents are purchasing monthly once, 27% of the respondents are purchasing
once in three months, 40% of the respondents are purchasing once in six months, 25%
of the respondents are purchasing yearly once. Most of the respondents (40%) are
purchasing once in six months.
From the above table it has been known that out of the total respondents, 75% of the
respondents had exchanged their thread material which have been purchased by them,
24% of the respondents had never exchanged their thread material which have been
purchased by them. Majority of the respondents (75%) had never exchanged their
thread materials which have been purchased by them in Pankaja Mill.
70 100.0
TOTAL
From the above table it has been known that out of the total respondents, 71% of the
respondents will recommend Pankaja Mill to others and 28% of the respondents will not
recommend Pankaja Mill to others.Majority of the respondents (71%) are
recommending Pankaja Mill to others.
From the above table it has been known that out of the total respondents, 17% of the
respondents are purchasing from other mills and 82% of the respondents are not
purchasing from other mills. Majority of the respondents (82%) are purchasing from
pankaja mills.
TOTAL
From the above table it has been known out of the total respondents, 21% of the
respondents switch over to other mills and 78% of the respondents are not switching to
other mills. Majority of the respondents (78%) remain as loyal customer to Pankaja Mill.
From the above table it has been known that, out of the total respondents 12% of them
receive less than 10% discount, 32% of them receive 10 to 25% discount, 35% of them
receive 26 to 50% discount, and 21% of them receive above 50% discount. Most of the
respondents (35%) are receiving 26 to 50% discount from Pankaja Mill.
41
Chi-Square Tests
Asymp. Sig. (2-
Value Df sided)
a
Pearson Chi-Square 8.404 12 .753
N of Valid Cases 70
As the p value is greater than 0.05 we accept the null hypothesis. Therefore, there is a
no significant relationship between monthly income of the customer and frequency level
of purchase.
Discount
<100000 3 2 2 3 10
100000 to 300000 1 6 9 5 21
300000 to 500000 2 11 7 5 25
>500000 1 4 7 2 14
Total 7 23 25 15 70
Chi-Square Tests
Asymp. Sig. (2-
Value Df sided)
Pearson Chi-Square 9.398 9 .401
N of Valid Cases 70
42
As the p value is greater than 0.05 we accept the null hypothesis. Therefore,
there is no significant relationship between average amount spend in buying thread and
discount avail at every purchase.
TABLE 4.20
FREQUENCY OF PURCHASE
Frequency
Yes 3 15 19 12 49
No 2 4 9 6 21
Total 5 19 28 18 70
Chi-Square Tests
Asymp. Sig. (2-
Value Df sided)
Pearson Chi-Square 1.119 3 .773
N of Valid Cases 70
43
As the p value is greater than 0.05 we accept the null hypothesis. Therefore
there is a no significant relationship between satisfaction of Quality Service and the
Frequency of purchase.
TABLE 4.21
Exchange
Monthly 4 1 5
Quarterly 15 4 19
Half-Yearly 22 6 28
Yearly 12 6 18
Total 53 17 70
Chi-Square Tests
Asymp. Sig. (2-
Value Df sided)
Pearson Chi-Square 1.084 3 .781
N of Valid Cases 70
As the p value is greater than 0.05 we accept the null hypothesis. Therefore
there is a no significant relationship between Frequency and the Exchange of
purchased material.
44
CHAPTER 5
CONCLUSION
5.1 FINDINGS
Majority of the respondents (27%) are from the location Salem and Erode.
Majority of the respondents (52%) are regular customer to the Pankaja Mill.
Most of the respondents (41%) are regular customer to Pankaja Mill for 1 to 3
years.
Most of the respondents (37%) came to know Pankaja Mill from Relatives etc.
Majority of the respondents (70%) are satisfied with quality and service provided
by the Pankaja Mill.
Majority of the respondents (55%) are buying polyester cotton thread material in
Pankaja Mill.
Most of the respondents (25%) are buying 52’s cotton count in Pankaja Mill.
Most of the respondents (28%) are buying 40’s and 52’s polyester cotton count in
Pankaja Mill.
Most of the respondents (35%) spend around 300000 to 500000 for their
purchase.
Majority of the respondents (75%) had never exchanged their thread materials
which have been purchased by them in Pankaja Mill.
Most of the respondents (35%) are receiving 26 to 50% discount from Pankaja
Mill.
The calculated value is less than the table value the null hypothesis is accepted.
Therefore there is a relationship between the monthly income of the customer
and frequency of purchase.
The calculated value is higher than the table value the null hypothesis is rejected.
Therefore there is no relationship between average amount spend and discount
avail at every purchase.
5.2 SUGGESTIONS
The quality of thread material can be maintained and improved using modern
technologies.
The discount available for every purchase can be increased depending upon the
period level of purchase.
Many more techniques can be used in order to attract most of the customers in
and around Coimbatore.
46
The production of thread material can be increased so that thread material can
be supplied to the customers without any delay.
ANNEXURE
1. Name: ______________________________________
2. Address: _______________________________________
_______________________________________
_______________________________________
[ ] Erode [ ] Somanur
[ ] Coimbatore
[ ] Above 500000
[ ] Yes [ ] No
47
[ ] Newspaper [ ] Friends
[ ] Relatives [ ] Advertisements
9. Are you satisfied with quality and service provided by pankaja mill?
[ ] Yes [ ] No
10. What kind of thread material you purchase mostly in pankaja mill?
11. What kind of cotton count you purchase mostly in pankaja mill?
[ ] 30’s [ ] 40’s
[ ] 52’s [ ] 72’s
[ ] 90’s
12. What kind of polyster cotton count you purchase mostly in pankaja mill?
[ ] 30’s [ ] 40’s
[ ] 52’s [ ] 72’s
[ ] 90’s
13. What is the average amount you spend in buying threads in pankaja mill?
[ ] Monthly [ ] Quarterly
[ ] Yes [ ] No
[ ] Yes [ ] No
17. Have you ever purchased in any other mills other than pankaja mill?
[ ] Yes [ ] No
[ ] Yes [ ] No
____________________________________________________
____________________________________________________
49
REFERENCES
Books:
Gupta, S.P, “Statistical Methods”, Sultan Chand & Sons Company, 35 Edition,
New Delhi.
Websites:
http://www.google.com
http://www.wisegeek.com/what-is-customerloyalty.html
http://en.wikipedia.org/customer-loyalty
http://insearch.yhaoo.com/search?ei=utf-8&fr=yfp-t-
&type=ds&p=customer+loyalty