CHAPTER NO 1

INTRODUCTION

1.1 Object of the project

1.2 Objectives of the project

1.3 Research Methodology

1.4 Scope of the project

1.5 Limitations of the project

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 1.1OBJECT OF THE PROJECT
As the part of the curriculum of the Pune University it is mandatory for the student to
undergo training in an organization for at least 50 days. While working with the
organization, one has to undertake the small study in the field of work and subject
allotted by the firm. Based on this study one has to submit the report to organization.

Summer project work exposes the real time corporate environment to a student and
facilitates the student to experience the current scenario. To acquire the knowledge and
information of the marketing aspect of the organization the topic given to me by
organization was:

“DEALERS AND CUSTOMERS SATISFACTION SURVEY

FOR DRIP IRRIGATION SYSTEM AT EPC INDUSTRIES LTD.,
AMBAD, NASHIK.”

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 1.2 OBJECTIVES OF THE STUDY

• To know the satisfaction of dealers and customers for drip irrigation

system of EPC Ltd.

• To know the expectation of dealers and customers about the product and
services by EPC Ltd.

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 1.3 RESEARCH METHODOLOGY

RESEARCH
Research refers to search for facts, knowledge, answers to the questions and solutions to
the problem. One can also define research as a scientific and systematic search for
pertinent information on specific topic. Infect research is an art of scientific investigation.

Research is a careful investigation or enquiry specifically through search for new facts in
any branch of knowledge.’(Advanced learners dictionary of current English)

‘Research is the systematized effort to gain new knowledge.’(Redman and Moray).

‘The process of systematically obtaining accurate answers to significant and pertinent

questions by the use of scientific method getting and interpreting information.’
(Clover and Basel).

Research is thus an original contribution to the existing stock of the knowledge making
for its advancements. It’s like pursuit of truth with the help of study, observation,
comparison and experiment. In short search for knowledge through objectives and
systematic method of finding solution to a problem is research. Research is important
for formulation of hypothesis, collecting the facts or data, analyzing the facts, and
reaching certain conclusion.

SIGNIFICANCE OF RESEARCH
The purpose of research is to discover answer to questions through the application of
scientific Procedures. The main aim of research is to find out the truth which is hidden
and which has not been discovering yet.

The research is necessary because of its utility which is as follows.

1) Research is an aid to decision making.

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2) Basis for information is provided by research.

3) It helps in development in new product and modification of existing product.

4) Identification of problem areas.

5) It is an aid for forecasting.

6) It helps economic utilization of research.

7) It helps in development and maintenance of management information system (M.I.S.)

8) It is helpful in formulation of strategies and policies.

RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. It may
understand as a science of studying how research is done scientifically. In it the
researchers study the various steps that are generally adopted by a researcher in studying
his research problem along with the logic behind them.

It is necessary for the researcher to know not only research methods or techniques but
also the methodology. Researchers not only need to know how to develop certain indices
or tests, how to calculate the mean, mode, median or the standard deviation, how to apply
particular techniques are relevant and which are not relevant.

Researcher also needs to understand assumption underlying various technique and they
need to know the criteria by which they can decide that certain techniques and procedures
will be applicable to certain problems and other will not. Its entire mean that it is
necessary to the researcher to design his methodology for his problem as the same may
differ from problem to problem.

Following are the questions for research methodology concerning a research problem or
study.

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➢ Why a research study has been undertaken?
➢ How the research problem has been defined?
➢ In what way and why the hypothesis has been formulated?
➢ What data have been collected?
➢ Why particular technique of analyzing data has been used?

DATA COLLECTION
Primary Data
Primary data is a data collected directly from the source or field. To gather primary data
generally a questionnaire is prepared. It is also means that data is collected directly from
sampling unit at very first time.

Secondary Data
Secondary source is a document or recording that relates or discusses information
originally presented elsewhere. A secondary source contrasts with a primary source
which is an original source of the information being discussed. Secondary sources
involve generalization, analysis, synthesis, interpretation, or evaluation of the original
information.

General Tools
Questionnaire
Questionnaire consists of the set of question presented to respondents because of its
flexibility it is the most common element to collect primary data. Both open and closed
ended questions were asked.

Pie Charts

Bar charts

Statistical tools

Tabulation

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RESEARCH METHODOLOGY FOR THIS PROJECT
Keeping in view the objective of the project the methodology is as follows;

Data Sources:
Primary Data: - Primary data has been collected directly from the field. Survey is
research approach used in this research project. These are made to learn about people
knowledge, personal opinion and attitude towards the service.

Questionnaire

Questionnaire consists of set of questions presented to respondents. Because of its

flexibility it is the most common element to collect primary data. Two types of questions
were asked.

Close ended & open ended

Secondary Data: - Secondary data was supplied by the company in the form of the list of
existing customer. The secondary data was taken from the company booklets information
manual and web site of the company etc. this was used to know about the history of the
organization, sales policy etc.

Research design - Descriptive.

The research instrument- Structured questionnaire was used as an instrument for

collecting primary data.
Population
Population means the aggregate of the elements from which the sample is to be drawn.
For this project population is all the existing dealers and customers of EPC of Nashik
district.

SAMPLE SIZE

➢ Sample size of 30 Retailers and 100 customers were selected for the project
study.
➢ Sampling methods/techniques—Simple random sampling

Contact Method – Personal Visit

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 Research was conducted in Nasik district. Primary data and secondary data are used for
research. Survey is only for EPC industry LTD. It means that feedback are collected only
from those dealers and customers who are selling and using the product of EPC company
respectively and survey was conducted in entire Nasik district.

Tools used
Various tools used are as follows.

Tabulation

➢ Collected data was put in the suitable tables with percentages.

Graphs and pie charts

To analyze the data it was tabulated and then respective graphs were drawn so as to know
the statistical significance of the data. Based on the observation of the charts and graphs
conclusion is arrived at and finally recommendations was given.

Data Source Primary And Secondary Data

Research Design Survey of existing Dealers and Customers
Research Instrument Questionnaire
Type Of Questions open ended & close ended
Sample Size 30 Dealers and 100 customers.
Sampling Method Simple Random Sampling.
Coverage Area Nashik District

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 1.4 SCOPE OF THE PROJECT

➢ It will help EPC industry LTD. to know whether the dealers and
customers are satisfied with the product and services provided by the
company.

➢ It will help EPC industry to know the expectations of the dealers and
customers about the product and services.

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 1.5 LIMITATIONS OF THE PROJECT

➢ Data analysis is based on the responses collected from the respondents.

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 CHAPTER NO 2
PROFILE OF THE ORGANISATION

2 PROFILE OF THE ORGANISATION

2.1 History and introduction of the Organization

2.2 Product/services of the organization

2.3 Achievements of the organization

2.4 Organizational Structure

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 2.1 HISTORY OF THE ORGANISATION

NAME OF THE COMPANY : EPC Industries Limited.

YEAR OF ESTABLISHMENT : 1986.

ADDRESS : H-109, MIDC Area, Ambad, Nasik.

TELEPHONE : 0253- 2381081/82/83

NAME OF THE GROUP : EPC

PRODUCT OF COMPANY : Micro Irrigation Systems.

AREA OF MARKETING : All over in India.

ACHIEVEMENT : ISO:9001:2008.

CHAIRMAN & M.D : K. L. Khanna

NAME OF HR. MANAGER : MR. M. R. Mallikar.

QUALIFICATION : B.Com. L.L.B. M.P.M

EXPERIENCE : 25 YEARS

AREA OF RESPONSIBILITY : All over HRD functions.

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BRANCHES OF THE COMPANY

• BHOPAL
• COIMBTORE
• HUBLI
• JAIPUR
• JALGAON
• SANGLI
• SECUNDERABAD
• VADODARA

EPC Industry L.T.D. is one of the micro irrigation system companies in INDIA, which
was established in 1986. EPC INDUSTRIE LTD. (EPC) is a Public Limited Company
having its registered Office, Corporate Office & works at H-109, MIDC Area, Ambad,
Nasik -422 010. EPC commenced irrigation business in 1986 by setting up a plant at
taoja, near Mumbai in 1990, EPC shifted to B-20, MIDC Ambad, Nasik (Approx. 180
KM from Mumbai) in January’1996, the expanded modernized manufacturing activities
with state – of – the art equipment were setup at the present location H-109, MIDC,
Ambad, Nasik – 422 010 with of 40580 sq.ft. EPC pursues a policy of continuous
development and growth. EPC has been engaged in Scientific Water Management for
Agriculture for more than a decade.EPC has a technical services agreement with British
Gas Plc. for manufacturing Pipes for Gas distribution. EPC Industries has awarded the
phase 2 approval by BG Technology (UK) thereby making the only Company in Asia to
receive this approval. EPC Industries is a first irrigation company in India has been
awarded the prestigious ISO: 900:1994 certificates. EPC also manufactures pipes and
fitting for various other applications in Industry such a potable water conveyance,
effluent treatment, fertilizers, chemicals and processing. EPC Production range consists
of small diameter, viz 12 mm and 16mm diameter laterals lines and fitting for sprinkler
systems, as also pipes and fitting for Industrial and gas applications. EPC is committed to
meet customer’s requirement of micro irrigation / industrial / gas and water distribution
piping systems components as per their expectations. This is achieved by increasing

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Productivity through continuous improvements, planned manpower training, utilization
of resources and carrying out corrective action as needed.

2.2 PRODUCT/SERVICES OF THE ORGANIZATION

• DRIP SYSTEM
• PIPE SYSTEM
• SPRINKLER SYSTEM

DRIP SYSTEM
1) DRIP LATERALS -:
EPC Laterals are made from 100% virgin polymers, specifically formulated for the drip
laterals. These lateral pipes are manufactured as per Indian / International standards. Wall
thickness and test results indicate their life to be well over 10 to 15 years. They are
available in 12, 16 and 20 mm diameters with pressure rating of 2.5 and 4 kg/cm.

2) SELF-REGULATED HIGH PRESSURE COMPENSATED (HPC) DRIPPE-:

HPC dripped gives uniform discharge of 2 and 4 lph at any pressure range between 1 and
4 kg/cm, and comes with an in-built self-flushing mechanism.

3) LOW PRESSURE COMPENSATED (LPC) DRIPPER -:

LPC dripper gives uniform discharge of 4 and 8 lph at a low pressure range between 0.5
and 1.0 kg/cm, thus replacing micro tubs while offering the advantages of pressure
compensated dripper with an in-built self-flushing mechanism.

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4) KIMNEER DRIPPER -:

EPC kimneer dripper is an ‘A’ class dripper manufactured from quality engineering
plastic material. Unique labyrinth creates high turbulence, which makes it self-cleaning
and flushing dripper. They are available in different colors and flow rates of 2, 4 and 8
lph. The innovative design of dripper with quick-seal technique allows it to open and
close very quickly and easily. Creates less friction losses in the laterals. Provision to
connect spaghetti or extension tube for inter-crops and fully-grown horticulture crops.

5) TURBULENT FLOW PATH ODLPC DRIPPER -:

These non-Pressure compensated drippers are used for variable flow requirement. By
operating at different pressure range. Large/ wider path enables to make ODLPC dripper
clog resistant. It can be opened by un-screwing the cap for cleaning manually, as and
when required. Available in 2, 4 and 8 lph flow rates.

6) INTEGRATED (IN-LINE) DRIP SYSTEM -:

Integrated drip lines are manufactured as per Indian standards (IS - 13488) by using state-
of-the-art technology to suit crop cultivated in India and, in different field conditions.
ideal for close-spaced and row crops. Drippers are in-built and positioned inside the
lateral at preset intervals at the time of manufacturing, as per the requirement. By using
compatible raw material compound, drippers are permanently bonded to the lateral inner
wall. Available in various diameters (16 and 20 mm), flow rates (2 & 4LPH) and dripper
spacing of 30 to 150 cm, they offer flexibility and wider choice to farmers for almost any
kind of application.

PIPE SYSTEM

Quick pipe coupling system

EPC Quick Pipe couplings (QPC) are available in sizes 50, 63, 75, 90 and 110 mm in the
pressure rating of 2.5 to 15 kg/cm suitable for low, medium and high pressure system.

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While using EPC QPC system for joints, it ensures leak-proof operation and facilitates
speedy jointing without using tools. The unique locking system ensures trouble-free
operation and restricts accidental opening of coupler lock due to surge pressure during
initial priming.EPC QPC Systems are socket-fusion welded to withstand high pressure
operation and longer life.

SPRINKLER SYSTEMS

➢ With the EPC Sprinkler Systems your crops need not depend on weather
condition.

➢ The gentle, artificial rain does not waterlog or compact the soil, ensuring optimum
soil-water-air ratio and results in quicker germination of seeds and ultimately higher
yield.

➢ 50% water saving in comparison with conventional irrigation.

➢ Land leveling is not required. Undulating terrains can be irrigated.

➢ Plugging and planting can be done at the proper time instead of waiting for the
right moisture level of the flood/ natural irrigation.

➢ EPC Sprinkler System is manufactured from 100% virgin quality raw materials.

➢ Sprinkler lines conform to Indian and International standards.

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➢ Highly flexible, crack and impact-proof, sustains high pressure and high
temperature, hence more durable than other sprinkler systems.

➢ Sprinkler lines are light in weight, hence can be easily transported and installed in
the field.

2.3 ACHIVEMENTS OF THE ORGANISATION

➢ EPC industry is the first irrigation company in India to obtain prestigious ISO:
9002:1994 certifications.

➢ EPC industry has been awarded the Phase 2 approval by BG Technology (UK)
thereby making the only company in Asia to receive this approval.

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 2.4 ORGANIZATIONAL STRUCTURE

FINANCE
PROD.
R
QA
HR
MARKETING
&GENERAL
D.
CHAIRMAN
MANAGER

ASST. ASST. ASST. ASST.

MANAGER MANAGER MANAGER MANAGER

SUPERVISOR SUPERVISOR
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 WORKERS WORKERS WORKERS

CHAPTER NO 3
RELATED THEORY

3 RELATED THEORY
3.1 DEALERS AND CUSTOMERS SATISFACTION

3.1 DEALERS AND CUSTOMER SATISFACTION

Perfect dealer service or satisfaction is one that meets the combined need satisfaction is a
systemized service that involves the entire organization. But many organizations have yet
to develop this kind of awareness of dealer’s satisfaction strategy. Dealer’s satisfaction
begins with the following specific assumptions about company’s relationship with the
customers.

➢ The dealer service activities focus mainly on existing dealers.

➢ Some dealers are more important than others.
➢ They are the assets.

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➢ The dealer is always specific.

The dealer needs and value should influence every aspect of the organization strategy,
employee safety and performance, product and organization product and service
development, sales and marketing programs, operational procedures and information and
measurement system. Understanding the dealer is critical to the success of any customer
focus initiative, the first step in understanding the dealers is to listen to them. A company
needs to hear what its dealers are saying about its people, product service and vision.
Their information helps to develop meaningful product and service. Organizations needs
to listen to their dealer satisfied, dissatisfied neutral and prospective. As one company
executive said, “Talking to a satisfied customer is talking to me.” In the past, dealer
satisfaction and service was the responsibility of a separate organization that supported
the dealer primarily after the sale. Today, service is also likely to be interested with the
every product accompany offers. High dealer satisfaction comes from providing effective
services. But giving that service is a continuous activity. It means being efficient,
reliable, courteous, curing and professional every time. All consumers when they decide
to purchase a product or service, however cheap it may be, they all are buying to satisfy
certain needs and they perceive that the product has necessary features and properties to
take care of such needs. All consumers expect a certain level of satisfaction which they
would like to derive using the product. In the market all sorts of products of different
makes and brands are available and all of them do not give some Level of satisfaction.
Every product exists to satisfy a need and therefore, an individual customer searches for a
product, that at the very least will have satisfaction of the basic needs as it core benefit.
E.g. the core benefit of owing a car to most people is transport and the other secondary
benefits could be safety, fuel efficiency and other feature of drive system and comforts.
When a consumer purchase a car of certain make, he or she has certain perceptions and
values of the car and expects the car will certainly achieve those expected values. the
customers will derive satisfaction, once these are not achieved, and then the result will be
a dissatisfied customer. All organizations following the marketing orientation or
marketing concept will place overwhelming emphasis on the consumer and his needs and
offer products which will give him orientation but what extremely important is that such
an orientation leads to consumer satisfaction. Good Marketing – orientation companies

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all over the world have been growing keeping consumer satisfaction as the foundation of
its growth. No organization can afford to ignore the satisfaction of the consumer, and if
any firm does ignore the consumer, it will be very wrong policy as it will ultimately lead
to decline in business and gradually fade out of the market. In the world of management
expert Peter Drucker, “The purpose of any business is to create a customer. It is the
consumer who determine what a business is, it is the customer who alone, who throw
being willing to pay for goods and services, converts economic resources in to wealth,
things in to goods. What a business thinks it produces is not of the first importance -
especially not to the feature of the business and its successes. What the customers thinks
he is buying – what he consider value, is decisive, It determines what a business is. What
it produces and whether it will prosper.” The views were expressed long ago, by Adam
Smith, when he said, “Consumer is the soul and purpose of all production.” It will
observe that both Peter Drucker and Adam Smith expressed the same through separately
by centuries. The important of the customer satisfaction is gaining significance in the
marketing domain. It does not mean that earlier marketing companies or manufacturer
were not keen or equipment to evaluate customer satisfaction but of it late it has assumed
great significance for:

➢ A large number of competing brands or products are available in the market.

➢ Better products or better substitutes are coming in the market to replace old
brands or products.

➢ Consumer awareness has gone up tremendously due to mass advertising on

electronic media.

➢ Better technology available to give better quality.

➢ Higher productivity will mean means lower price or even substance of

prices.

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➢ The marketing companies are interested to achieve long term objectives
through customer satisfaction. Therefore, the search for service excellence
for those concerned with the customer service and support for a product is
been driven factors cited above.

➢ Value can be best seen as perceived quality against price paid by the
customer for goods and services:

Value of a product or service =

Perceived value of the product or Service

Price

Customer satisfaction has tremendous impact or customer retention and repeat

business. In fact customer service problems leading to customer dissatisfaction is
the number one reason why companies lose customers.

The customer satisfaction model has four components.

1. Identify the customer.

2. Identify the needs and expectations.
3. Measures customer perception.
4. Develop action plan.

Identify the customer: The first step is identifying who our customers are. We spoke
earlier about our brand approach to customers - both ours and those of ours
competitors. Let’s refine this slightly by looking at our current customers, our
former customers, those who could be our customers but currently belong to our
competitors could be a subset of our competitor’s customers as well.

Determine customer’s needs and expectation: The next part of the model involves
the determination customers’ needs and expectations concerning products and

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services. It is critically important focus should be on the customer’s needs and
expectations. These are not be our perceptions of what we think our customers need
and expect. Rather, we are looking for the voice of the customer that tells us their
expectations of our products and services. Far too often, the management has
believed it has a divinely granted reception concerning the customer’s wants and
needs.

Measure customer’s perception: Armed with be knowledge of what customers need

and expect from us, we can now measures their perception of per performance
versus hose of expectations. We can also learn about their perception from
competitors.

We must always remember that the customer’s perception of our performance is all
that matters. We properly have all had the experience of perceiving of product or
service in a certain light while the supplier saw things differently.

We need to identify to our current customers are, just who is it that comprises our
current franchise? Who actually purchases our product and services and who
directly influences these purchases? We have to make certain that we have
identified all parties that influence the purchases of our product and then
understand there relative important in that purchases decision. There are three
categories of the customers are current customers, former customers, competitive
customers.

Management invariably does not want to hear that type of information. They
attribute all manners of customer benefits and special properties to our product and
services which the customers either cannot differentiate, or which are of normal
importance to the customers. That is why it is critical to determine what the
customers needs and expectation are, not what we perceive them to be. We need to

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enter into this journey with the belief that our competitor’s customers are just like
ours and could easily be yours. It is our job to determine why they are not ours.

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