Customer satisfaction and its impact on sales at rcm marketing mba

1. RCM BUSINESS
CONTENTS
Sl.NO. TITLES PAGE No.
I. Chapter 1
 Executive Summary 2-6
 Introduction 7-9
 Literature review 9-9
 Purpose of the study 10-10
 Scope of the study 11-11
 Objectives of the study 11-11
11-11
II. Chapter 2
 Organization Profile 12-23
 Organization chart
 Sampling 23-23
 Data collection methods 23-23
 Measuring tools 23-23
III. Chapter 3
 Result &discussion with Charts & graphs 24-39
 Summary
 Recommendation
40-41
 Conclusion 42-42
43-43
IV. Chapter 4
 Appendix
• Questionnaire 44-44
• Code sheet 45-46
47-47
 Weekly Progress Report
 Bibliography
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2. RCM BUSINESS
RESEARCH PROCEDURE
This study follows the procedure as shown below:
 Identifying research objectives:
 Collecting related literature:
 Establishing research framework:
 Executing data collection and analysis:
 Making recommendations and:
 Drawing conclusions.
PROJECT OUTLINE
This project consists of four chapters. Chapter I serve as an introduction to the whole
study, pointing out the, statement of the problem, literature review, purpose of the
study, scope of the study, objectives of the study. Chapter II, the organization profile,
organization chart, sampling, research design, data collection method & measuring
tools. Chapter III not only elaborates on the research method and research framework,
but also includes graphs, charts, summary, conclusion and some recommendations
and suggestions. Finally chapter IV carries appendix in that questionnaire, code sheets
and also bibliography.
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3. RCM BUSINESS
EXECUTIVE SUMMARY
M/s Fashion Suitings Pvt. Ltd. of Chhabra in Bhilwara, Rajstan, ventured a new
business in the name of RCM Business. The concept envisages the benefit of every
consumer by providing him an opportunity to earn while purchasing. In this business
the company takes responsibility of manufacturing while the work of advertising and
marketing is left with consumers. Thus the consumers themselves promote business
and earn by enhancing the income to any level by their own efforts.
Company has selected Textile product for this type of marketing, as it is the
basic necessity of every house hold. The company’s founders have a vast experience
in the field of textile production. Company introduced good quality FMCG in 2002 to
enhance the business opportunities and provide more benefit to the consumer. In order
to increase the opportunities or earning there is continuous extension in range of
premium quality FMCG to provide daily reasonable price is company’s main
objective. Company’s high managerial efficiency, wide distribution network spread
all over the country, huge infrastructure of computers will enable to accomplish this
mission. This clearly demonstrates that the group is genuinely concerned and
dedicated to the overall progress distributors. Company has made tremendous records
in the field of Multilevel Marketing by making efforts to get all products made in its
own brand name and specified quality, by making the plan & policies more beneficial
in increasing network, by giving time to time guidelines to distributors, and by saving
them hurdles & difficulties.
To make the business long lasting in Indian conditions company has taken care of
fallowing points.
 Products of general utility
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4. RCM BUSINESS
 Best quality and technique used
 reasonable price for quality products
 income on every purchase
 monthly distribution up to 41% business value
 no chance of loss to consumers an any level.
Objectives of the study
• To study the customer satisfaction level with respect to RCM products.
• To know how people are aware of RCM BUSINESS.
• To know the factors influencing the sales of RCM PRODUCTS.
• To know customers opinion with regards to the RCM products.
Using primary data and secondary data, through Convenience Random Sampling
survey is conducted on existing customers of RCM BUSINESS.
After this research study, we will be able to understand that the customer satisfaction
and FINDINGS
1. 62% respondents are influenced by Friends, and 25% respondents from
relatives, 13% from others. By this it is clear that Friends influences more than
others.
2. 64% respondents purchase monthly, 32% respondents weekly and 4% purchase
once in 15 days. So by this it is clear that more number of customers will
purchase RCM products monthly
3. 64% respondents said the quality of the RCM products are very good, 32% good
and 4% average. By this it is clear that al most all the customers are satisfied
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5. RCM BUSINESS
with the RCM products. And also we can say the products of RCM business are
good quality.
4. 100% respondents get the required product at the RCM outlet. By this we can
say all the products are available at the RCM outlets.
5. 84% respondents get the incentive regularly and 16% respondents will not get
the incentive regularly.
6. 100% respondents recommend the RCM business to others. So by this it is
clear all the customers of the RCM are satisfied so they will recommend the
RCM business to others.
7. 100% respondents continued the chain of your membership. All the existing
customers of the RCM are satisfied with the RCM business, and they continued
the chain of membership.
8. 74% respondents rate the service of RCM as good, and 26% respondents rate the
RCM as average. So by this we can say the RCM service is good.
9. 66% respondents will get the sufficient information about new products from
the RCM outlets, and 34% respondents will not get the information from the
RCM outlets. By this we can say the most of the customers will get the
information from the RCM outlets, some of them may not get because the
shopkeeper boys are not so much educated, they may not give information
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6. RCM BUSINESS
10. 68% respondents are convenience to reach the RCM outlets in the Begaum
city. 32% respondents are not convenience to reach the RCM outlets in the
Belgaum city. By this we can say the most of the customers are getting
difficulty to reach the RCM outlets.
11. 100% respondents said the display of the products in the RCM outlets is well
organized. By this we can say the RCM outlets are neatly organized.
12. , 64% respondents agreed with the RCM products, and 36% respondents are
strongly agreed with the RCM products. So by this the all the existing members
of the RCM business are satisfied with the RCM products.
13. By the above graph the more number of the customers give preference while
purchasing the product to product quality. They have given 1st rank to the
product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the
availability of the product, 5th rank to the service of the RCM business. So
product quality plays main important role.
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7. RCM BUSINESS
RECOMMENDATIONS
1. The RCM outlets should keep their service level the same what they are giving
now, as the customers are satisfied with the present service.
2. RCM should keep the product quality the same or increase the quality as
customers are satisfied with the quality of product.
3. RCM can also think of increasing the numbers of outlets, as most of the outlets
are situated near to market and no outlets are there in Mahantesh nagar, Nehru
nagar, etc.
Conclusion
According to the study conducted, it shows from the analysis and findings that
majority of the existing customers are satisfied with the RCM products and RCM
business. And also all the customers continued the chain of membership. But
some of the existing customers are getting problems to reach the RCM outlets. In
Belgaum city totally 6 outlets are there, but the outlets are not divided according
to the north, east, west and south zone of Belgaum. So the customers are getting
difficulty to reach the RCM outlets. So I suggest the RCM outlets are to be
divided according to the zonal wise. So that the existing customers at the
Belgaum city can able reach the RCM outlets easily. And also the RCM business
can attract the customers through out the Belgaum.
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8. RCM BUSINESS
Introduction:
Project consists of customer satisfaction and its impact on sales:-
Customer satisfaction and its impact on sales
Customers are the king of the market. Customer satisfaction is the first and
foremost thing in retailing market. Getting the customer, retaining, enhancing, are
the main steps of customer relationship management. In retailing market the CRM
plays main role for retaining customers. We should make the customers as loyal
customers by enhancing them, so that the loyal customer will spread the positive word
to other new customers, then automatically we will get new customers to our
business.
Understanding of customer behavior makes market easier. Customer
complaints are not personal. It is regarding a product or service or the process system
involved in making products or planning services
So getting a new customer is more difficult than retaining a loyal customer.
So instead of getting new customer, satisfying a present customer is more important.
Customer satisfaction has more impact on sales. If the present customer
satisfied then our sales will increase, otherwise sales will decrease. So by this we can
say customer satisfaction has more impact on sales.
RCM is the customer linking market, or it is also called as chain business.
So for chain business the satisfaction of customer plays main role to maintain
business. If one existing customer satisfied then he/she will spread the opinion about
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9. RCM BUSINESS
the business to other two or many customers. So here the satisfaction of existing
customer is important.
For doing new business the new customer will enquire about the business
before joining the business. He will ask to his friends about the business. And the
customers more believed in other existing customer opinion, so in this also the
satisfaction of existing customer is important.
Each and every business ultimate aim is to get the more profit. So to get
more profit the business should attract more customers, for attracting the customers
the more profit the business should attract more customers, for attracting the
customers the satisfaction of existing customers plays main role. The existing
customer satisfaction has more impact on sales.
For satisfying the customer we should understand the needs and wants of the
customer. According to them we should produce the products. We should understand
what customer accepts from the business because the customers are the king of the
market. With out customer market will not exist, with out market the customers also
not exist. So both are depend on each other.
A customer has many expectations from the business. They have the
expectations like, during pre-purchase, during service encounter, during post
purchase. So the customers expects from the business in above three stages. Before
purchasing the products the customers will ask to others, if they get good opinion
about the products then they will purchase. After purchasing the products also, if the
customer satisfy then he/she will go for next purchase. After purchasing the customers
will evaluate the product or service. In the last stage if he satisfy then they will spread
the positive word to the other customers, if not they may not go for purchasing again.
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10. RCM BUSINESS
So the business may loose the customer like this. If he/she satisfies then he may get
other two or more customers.
Literature review
Understanding of customer behavior makes market easier. Customer complaints are
not personal. It is regarding a product or service or the process system involved in
making products or planning services. CRM focuses on meeting individual needs of
customers. The skill requires building a customer database and doing data mining to
detector trends, segments, and individual needs. We should understand the customers,
who buys, when do they buy, why do they buy is important in the market. We should
understand the customer preference. Customer preference may be due to difference in
economic demographic, and psychological factors. An evaluation is made on the basis
of the products function, appearance, cost, and so on. Customer Satisfaction Index
(CSI) is generally calculated based on market research. It is known that, a satisfied
customer will influence five more persons to buy the products/service. Whereas a
dissatisfied customer will express his/her emotions to eleven persons. So the
satisfaction of one customer is more important.
So the satisfaction of the existing customer has more impact on sales.
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11. RCM BUSINESS
PURPOSE OF THE STUDY
Here our main purpose is to assess the customer satisfaction and its impact on sales of
RCM business, at Belgaum. And giving the recommendations to the measures to
increase the satisfaction level
SCOPE OF THE STUDY
 The study will reveal the customer satisfaction and its impact on sales at the Right
Concept Marketing.
 The study will help to know the impact of the customers satisfaction on sales.
 The study will help to know the improvements to be made in the Right Concept
Marketing to satisfy the customers.
OBJECTIVES OF THE STUDY
• To study the customer satisfaction level with respect to RCM products.
• To know how people are aware of RCM BUSINESS.
• To know the factors influencing the sales of RCM PRODUCTS.
• To know customers opinion with regards to the RCM products.
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12. RCM BUSINESS
Organization profile
M/s Fashion Suiting Pvt. Ltd. of Chhabra in Bhilwara, Rajasthan, ventured a new
business in the name of RCM Business. The concept envisages the benefit of every
consumer by providing him an opportunity to earn while purchasing. In this business
the company takes responsibility of manufacturing while the work of advertising and
marketing is left with consumers. Thus the consumers themselves promote business
and earn by enhancing the income to any level by their own efforts.
Company has selected Textile product for this type of marketing, as it is the
basic necessity of every house hold. The company’s founders have a vast experience
in the field of textile production. Company introduced good quality FMCG in 2002 to
enhance the business opportunities and provide more benefit to the consumer. In order
to increase the opportunities or earning there is continuous extension in range of
premium quality FMCG to provide daily reasonable price is company’s main
objective. Company’s high managerial efficiency, wide distribution network spread
all over the country, huge infrastructure of computers will enable to accomplish this
mission. This clearly demonstrates that the group is genuinely concerned and
dedicated to the overall progress distributors. Company has made tremendous records
in the field of Multilevel Marketing by making efforts to get all products made in its
own brand name and specified quality, by making the plan & policies more beneficial
in increasing network, by giving time to time guidelines to distributors, and by saving
them hurdles & difficulties.
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13. RCM BUSINESS
SALIENT FEATURE OF RIGHT CONCEPT MARKETING
1) Direct dealing between manufacture and consumers. No middle links and
hence no possibility of duplicate products.
2) No need of outside advertisements. In the traditional marketing system false
advertisement are used for publicity which is done by those people who do
not have even use of products. Thus raising the costs of products to double-
triple than actual cost.
3) In this system no individual is granted monopoly rights for business. Every
consumer is free to do his own marketing and earn from it. Thus this is a
vast opportunity for all
4) There is no binding of fixed timings. A person can utilize his spare time for
this business as he has to simply explain this concept to other persons.
5) No degree or qualification is essential for working in this system. The only
requirement is a persons desire to work sincerely and earn by ethical means.
6) There is no competition with others, rather business progress by mutual
cooperation.
7) In this business, you need not maintain any account. The company maintains
computerized accounts of all distributors.
8) RCM distributors do not require any resources and staff. Thus no risk is
involved in this business.
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14. RCM BUSINESS
RCM BUSINESS
To make the business long lasting in Indian conditions company has taken care of
fallowing points.
 Products of general utility
 Best quality and technique used
 reasonable price for quality products
 income on every purchase
 monthly distribution up to 41% business value
 no chance of loss to consumers an any level.
That is why RCM business has earned unbreakable faith among its lacs of distributors
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15. RCM BUSINESS
In this business, nothing extra is to be done. The consumers will have to simply shift to RCM
brand quality products. By purchasing RCM products, consumers get a significant part in the
profits. They get best quality at a reasonable price. This message is to be
In this business, nothing extra is to be done. The consumers will have to simply shift
to RCM brand quality products. By purchasing RCM products, consumers get a
significant part in the profits. They get best quality at a reasonable price. This
message is to be communicated to consumers without explicit advertising, by word of
mouth.
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16. RCM BUSINESS
The procedure to join RCM business is quite simple:
You have to fill up an application form under the sponsorship of an existing
distributor and purchase the kit containing RCM business product. Then you also
become a distributor and get your own distributor code. Now you can further expand
your group ang earn unlimited income.
Having used the product yourself, you convinced other customers about its
good quality and fully explain the concept of RCM business to them. Many of them
will consider it worth while to purchase the kit and become distributors of this
business. You sponsor such eager person, get his application form filled and supply a
kit to him, please note that you have to sponsor at least two distributor( in you down
line) to get your income. Then the two distributors sponsored by you, will sponsor to
new distributors to each to form their down line. In this way, the group will expand.
The bigger your group the greater will be your business and income. Maximum use
and repurchase of product you and your down liners will make your business
consistent and growing.
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17. RCM BUSINESS
The company distribute up to 41% of its business value to its distributors every
month, out of this your share is determined by the business of your group. Bigger the
business of your group, great will be your income. Here your group means, all the
persons in your down line. Suppose you started your business by sponsoring ‘A’ and
‘B’. then ‘A’ sponsored ‘C’ and ‘D’ and ‘B’ sponsored ‘E’ and ‘F’. Later, C, D,
E,&F, sponsored other persons. As they proceed further, all these persons come in
your group. When any distributor of this group purchases the product, for own use,
sharing with others, when there is a new joining, all this will be counted in your
business.
Distributor of this group purchases the product, for own use, sharing with others,
when there is a new joining, all this will be counted in your business.
The foundation must be strong, for the building to the strong and stable. A tree can
not develop well without good manner in its roots. In the same way, there are two
foundation pillars to get desired result in RCM business.
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18. RCM BUSINESS
FAITH
Faith in your enterprise is essential for success. However, it should not be a
blind faith. One must examine the system well and ensure that the business in reality
is of the type being professed and it will yield good results as envisaged. One must be
fully satisfied about the company, quality of products and the rates. Also one must
clearly understand, how new distributors are sponsored and commission is calculated?
What are up line, down line and cross line? How business is to be carried out income
generated? One should remove all doubts and then join the business with full faith!
More ever one should not be led astray by sayings of a third person. After joining if
some doubts arise one should find out the factual position, rather than loose faith in
the business
COMMITMENT
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19. RCM BUSINESS
We must make firm commitment that it is our own business and we are willingly
doing it for our own good. When we start any business by investing money and
setting up all infrastructures, we do not close it simply on somebody’s disproval.
Some times, if our business doesn’t run well. We think about means of improving.
We are not disheartened by temporary fluctuations in the business. This is because,
we start the business with a commitment with RCM Business, and then only we can
progress. The successful distributors in this business are those who enter with a firm
sense of commitment.
For success in RCM Business it is essential to learn and impart training to others. You
have ample means to learn; meetings, active up line, audio-tapes. Video-CD, books
and other printed material. You must make full use of all these means, some important
tips are presented here as follows.
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20. RCM BUSINESS
 Planning
 Use the tools
 Attend meeting and seminar
 Use the product
 Take the initiative
 Don’t make false promises
 Impressive personality
 Patience
 Management of time and money
 Progress of down line
 Positive thinking
 Reasonable support
 Experience
 Appropriate consultancy
 Practical truths
 Consistency
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21. RCM BUSINESS
PRODUCTS OF THE RIGHT CONCEPT MARKETING
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22. RCM BUSINESS
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23. RCM BUSINESS
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24. RCM BUSINESS
SAMPLING
 Population: existing customers of RCM business.
 Sample units
 Sampling size: 100 units
 Sampling Method: Convenient Random Sampling
4. Research Methodology:
Data source:
Primary data - Existing customers
Survey (Questionnaire)
• Secondary Data - Reports from related websites, Company
reports,
• Area of research - Belgaum City
Research Approach - Survey Method
Research Instrument- Questionnaire
Sample Plan - Personal Interview
Sample Unit - All existing customer
Sampling Method - Convenience Sampling
Sample Size - 100 units.
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25. RCM BUSINESS
MEASURING TOOL
 Simple percentage method using SPSS Windows Student Version 11.0 and
MS-Excel.
5. Benefits of the project
• The study helps to know the customer satisfaction level and its impact
on sales with respect to RCM products at Belgaum city.
• Company will come to know what customers prefer.
• To devise the plans to increase the sales.
Limitations:
 The study is been restricted to the existing customers of the Right Concept
Marketing business at Belgaum
 The questions asked as regards to employees were answered hesitantly or
were just avoided.
 The findings are purely based on the information that has been provided by
the business and the existing customers.
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26. RCM BUSINESS
ANALYSIS
1) How did you come to know about RCM?
Frequency Percent Valid Percent Cumulative
Percent
Valid Friends 62 62.0 62.0 62.0
Relatives 25 25.0 25.0 87.0
others 13 13.0 13.0 100.0
Total 100 100.0 100.0
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27. RCM BUSINESS
How did you come to know about RCM?
70
60 62
50
40
30
25
20
Frequency
10 13
0
Friends Relatives others
How did you come to know about RCM?
Analysis:
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28. RCM BUSINESS
From the above graph it is clear that, 62% respondents are influenced by
Friends, and 25% respondents from relatives, 13% from others.
2) How often do you make your purchase?
Frequency Percent Valid Percent Cumulative
Percent
Valid Weekly 32 32.0 32.0 32.0
Monthly 64 64.0 64.0 96.0
Once in 15 days 4 4.0 4.0 100.0
Total 100 100.0 100.0
How often do you make purchase?
70
60 64
50
40
30 32
20
Frequency
10
0 4
Weekly Monthly Once in 15 days
How often do you make purchase?
Analysis:
From the above graph it is clear that, 64% respondents purchase monthly, 32
respondents weekly and 4% purchase once in 15 days.
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29. RCM BUSINESS
3) How would you rate the quality of RCM product?
Frequency Percent Valid Percent Cumulative
Percent
Valid Good 34 34.0 34.0 34.0
Very good 62 62.0 62.0 96.0
Average 4 4.0 4.0 100.0
Total 100 100.0 100.0
How would you rate the quality of RCM product?
70
60 62
50
40
30 34
20
Frequency
10
0 4
Good Very good Average
How would you rate the quality of RCM product?
Analysis:
From the above graph it is clear that, 62% respondents said the quality of the RCM
products are very good, 34% good and 4% average.
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30. RCM BUSINESS
4) Do you get the required product at the RCM?
Frequency Percent Valid Cumulative
Percent Percent
Valid Yes 100 100.0 100.0 100.0
Do you get the required product at the RCM?
120
100
100
80
60
40
Frequency
20
0
Yes
Do you get the required product at the RCM?
Analysis:
From the above graph it is clear that, 100% respondents get the required product at the
RCM outlet.
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31. RCM BUSINESS
5) Do you get the incentive regularly?
Frequency Percent Valid Percent Cumulative
Percent
Valid Yes 84 84.0 84.0 84.0
No 16 16.0 16.0 100.0
Total 100 100.0 100.0
Do you get incentive regularly?
100
80 84
60
40
Frequency
20
16
0
Yes No
Do you get incentive regularly?
Analysis:
From the above graph it is clear that, 84% respondents get the incentive regularly and
16% respondents will not get the incentive regularly.
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32. RCM BUSINESS
6) Will you recommend the RCM business to others?
Frequency Percent Valid Percent Cumulative
Percent
Valid yes 100 100.0 100.0 100.0
Will you recommend the RCM business to others?
120
100
100
80
60
40
Frequency
20
0
Yes
Will you recommend the RCM business to others?
Analysis:
From the above graph it is clear that, 100% respondents recommend the RCM business to
others.
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33. RCM BUSINESS
7) Have you continued the chain of your membership?
Frequency Percent Valid Percent Cumulative
Percent
Valid yes 100 100.0 100.0 100.0
Have you continued the chain of your membership?
120
100
100
80
60
40
Frequency
20
0
Yes
Have you continued the chain of your membership?
Analysis:
From the above graph it is clear that, 100% respondents continued the chain of your
membership.
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34. RCM BUSINESS
8) Does the RCM outlets provide sufficient information about new products?
Frequency Percent Valid Percent Cumulative
Percent
Valid Yes 66 66.0 66.0 66.0
No 34 34.0 34.0 100.0
Total 100 100.0 100.0
Does the RCM outlets provide sufficent information about new produc
70
66
60
50
40
30 34
20
Frequency
10
0
Yes No
Does the RCM outlets provide sufficent information about new product?
Analysis:
From the above graph it is clear that, 66% respondents will get the sufficient information
about new products from the RCM outlets, and 34% respondents will not get the
information from the RCM outlets.
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35. RCM BUSINESS
9) How do you rate the service of RCM?
Frequency Percent Valid Percent Cumulative
Percent
Valid Good 74 74.0 74.0 74.0
Average 26 26.0 26.0 100.0
Total 100 100.0 100.0
How do you rate the service of RCM?
80
74
60
40
26
20
Frequency
0
Good Average
How do you rate the service of RCM?
Analysis:
From the above graph it is clear that, 74% respondents rate the service of RCM as
good, and 26% respondents rate the RCM as average.
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36. RCM BUSINESS
10) Are the RCM outlets in the Belgaum city are convenient to reach?
Frequency Percent Valid Percent Cumulative
Percent
Valid Yes 68 68.0 68.0 68.0
No 32 32.0 32.0 100.0
Total 100 100.0 100.0
Are the RCM outlets in the Belgaum city are convenience to
80
70
68
60
50
40
30 32
Frequency
20
10
0
Yes No
Are the RCM outlets in the Belgaum city are convenience to reach?
Analysis:
From the above graph it is clear that, 68% respondents agree that the RCM outlets are
convenient to reach in Belgaum city. 32% respondents told that the outlets are not
convenient to reach in Belgaum city.
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37. RCM BUSINESS
11) Display of the products in the RCM outlets?
Frequency Percent Valid Percent Cumulative
Percent
Valid Organized 100 100.0 100.0 100.0
Display of the products in the RCM outlets?
120
100
100
80
60
40
Frequency
20
0
Organised
Display of the products in the RCM outlets?
Analysis:
From the above graph it is clear that, 100% respondents said the display of the products
in the RCM outlets is well organized.
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38. RCM BUSINESS
12) I am satisfied with the RCM products, I......................
Frequency Percent Valid Percent Cumulative
Percent
Valid Strongly agree 36 36.0 36.0 36.0
Agree 64 64.0 64.0 100.0
Total 100 100.0 100.0
I am satisfide with the RCM products, I....................
70
60 64
50
40
36
30
20
Frequency
10
0
Strongly agree Agree
I am satisfide with the RCM products, I....................
Analysis:
From the above graph it is clear that, 64% respondents agreed with the RCM
products, and 36% respondents are strongly agreed with the RCM products.
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39. RCM BUSINESS
13) Which factor do you consider while purchasing RCM products?
Which factor do tou consider while purchasing RCM products?
100
80
60
40
20
0
1 2 3 4 5
Product Quality 87 11 2 0 0
Incentive 9 70 21 0 0
Price 5 14 69 9 3
Availability 0 2 3 78 17
Service 0 1 3 16 80
Analysis:
By the above graph the more number of the customers give preference while
purchasing the product to product quality. They have given 1st rank to the product
quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the availability of the
product, 5th rank to the service of the RCM business.
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40. RCM BUSINESS
FINDINGS
1. 62% respondents are influenced by Friends, and 25% respondents from
relatives, 13% from others. By this it is clear that Friends influences more
than others.
2. 64% respondents purchase monthly, 32% respondents weekly and 4%
purchase once in 15 days. So by this it is clear that more number of
customers will purchase RCM products monthly
3. 64% respondents said the quality of the RCM products are very good, 32%
good and 4% average. By this it is clear that al most all the customers are
satisfied with the RCM products. And also we can say the products of RCM
business are good quality.
4. 100% respondents get the required product at the RCM outlet. By this we
can say all the products are available at the RCM outlets.
5. 84% respondents get the incentive regularly and 16% respondents will not
get the incentive regularly.
6. 100% respondents recommend the RCM business to others. So by this it is clear
all the customers of the RCM are satisfied so they will recommend the RCM
business to others.
7. 100% respondents continued the chain of your membership. All the existing
customers of the RCM are satisfied with the RCM business, and they
continued the chain of membership.
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41. RCM BUSINESS
8. 74% respondents rate the service of RCM as good, and 26% respondents rate
the RCM as average. So by this we can say the RCM service is good.
9. 66% respondents will get the sufficient information about new products from the
RCM outlets, and 34% respondents will not get the information from the
RCM outlets. By this we can say the most of the customers will get the
information from the RCM outlets, some of them may not get because the
shopkeeper boys are not so much educated, they may not give information
10. 68% respondents are convenience to reach the RCM outlets in the Belgaum city.
32% respondents are not convenience to reach the RCM outlets in the Belgaum
city. By this we can say the most of the customers are getting difficulty to reach the RCM
outlets.
11. 100% respondents said the display of the products in the RCM outlets is well
organized. By this we can say the RCM outlets are neatly organized.
12. 64% respondents agreed with the RCM products, and 36% respondents are
strongly agreed with the RCM products. So by this the all the existing
members of the RCM business are satisfied with the RCM products.
13. By the above graph the more number of the customers give preference while
purchasing the product to product quality. They have given 1st rank to the
product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the
availability of the product, 5th rank to the service of the RCM business. So
product quality plays main important role.
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42. RCM BUSINESS
RECOMMENDATIONS
1. The RCM outlets should keep their service level the same what they are
giving now, as the customers are satisfied with the present service.
2. RCM should keep the product quality the same or increase the quality as
customers are satisfied with the quality of product.
3. RCM can also think of increasing the number of outlets, as most of the of
the customers are facing problem to reach the RCM outlets.
4. The outlets are situated near to market and no outlets are there in Mahantesh
nagar, Nehru nagar, etc.
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43. RCM BUSINESS
Conclusion
According to the study conducted, it shows from the analysis and findings that
majority of the existing customers are satisfied with the RCM products and RCM
business. And also all the customers continued the chain of membership. But
some of the existing customers are getting problems to reach the RCM outlets. In
Belgaum city totally 6 outlets are there, but the outlets are not divided according
to the north, east, west and south zone of Belgaum. So the customers are getting
difficulty to reach the RCM outlets. So I suggest the RCM outlets are to be
divided according to the zonal wise. So that the existing customers at the
Belgaum city can able reach the RCM outlets easily. And also the RCM business
can attract the customers through out the Belgaum.
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44. RCM BUSINESS
Questionnaire for Determining Custer satisfaction and its impact on
sales at RCM in Belgaum City
Name of the customer
1) How did you come to know about RCM?
!) Friends 2) Relations 3) Others
2) How often do you purchase the RCM Products?
1) Weekly 2) monthly 3) Once in a 15 days
3) How would you rte the quality of RCM product?
1) Good 2) very good 3) average 4) worst
4) Do you get the required product at the RCM outlet?
1) Yes 2) No
6) Do you get the incentive regularly?
1) Yes 2) No
7) Will you recommend the RCM business to others?
1) Yes 2) No
8) Have you continued the chain of your membership?
1) Yes 2) No
9) Does the RCM outlet provide sufficient information about new products?
1) Yes 2) No
10) How do you rate the service of RCM?
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45. RCM BUSINESS
Good Bad Average
11) Are the RCM outlets in the Belgaum city are connivance to reach?
1) Yes 2) No
12) Display of the products in the RCM outlets?
1) Organized 2) unorganized
13) Which factor do you consider while purchasing RCM products?
1) Product quality
2) Incentive
3) Service of the RCM
4) Reasonable Price
5) Availability of the product at RCM outlets.
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46. RCM BUSINESS
Bibliography
1. Marketing research A. Parusharaman
2. Consumer behaviour - Philip Kotlar
3. service marketing- Zithmal
1. Web sites:
www.rcmbusiness.com
www.customersatisfactionsurvey
2. Project report writing-
Rampal & Gupta
3. Effective project management-
4. Project management & control-
Narendra Singh
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