A STUDY ON CUSTOMER SATISFACTION IN
THE PONDICHERRY CO-OPERATIVE MILK
PRODUCER’S UNION LTD
SUMMER PROJECT REPORT
REGISTER NO: 27348308
Mr. S.JAYA KUMAR, M.E, MBA, MISTE,
Faculty, DEPARTMENT OF MANAGEMENT STUDIES
In partial fullfilment for the award of the degree
MASTER OF BUSINESS ADMINISTRATION
DEPARTMENT OF MANAGEMENT STUDIES
SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE
. THE FIRST CO-OPERATIVE SOCIETY IN THE UNION TERRITORY OF
. DAIRY PLANT WITH 10000 LTrs CAPACITY FOR PROCESSING ON
. PONLAIT ENTERET THE MENOMONIC CLUB
CONCEIVED,IMLEMENTED,PROMOTED AND POPULARIZED
BY THE NDDB.
. PONLAIT IS OPERATING IN THE PUDUCHERRY REGION WITH 99
AFFILIATED FUNCTIONAL DAIRY CO-OPERATIVE SOCIETIES
. TO STUDY THE CUSTOMER SATISFACTION OF MILK IN PONLAIT DIARY.
. TO FIND OUT THE SATISFACTION LEVEL OF CUSTOMER TOWARDS
. TO IDENTIFY THE CUSTOMER EXPECTATION.
. TO RECOGNIZE THE RELSTIONSHIP BETWEEN THE CUSTOMER AND
. TO FIND THE CUSTOMER ATTITUDE TOWARDS MILK IN PONLAIT.
SAMPLE SIZE: 100
. RESEARCH DESIGN: DESCRIPTIVE
. TOOLS : CHI-SQUARE, PERCENTAGE
METHOD TO USE.
52% of respondents belongs to the size of the house hold 5 and
42% of the belongs to the size of the house is 3 and 6% of
respondents belongs to the size of the house hold is more 5.
45% of the respondents are between 25 yrs to 35 yrs and 32% of
the respondents are between 15yrs to 25yrs and 23% of the
respondents are between 35yrs to 45yrs.
51% of the respondents are male who comes and buy the milk
and 49% of the respondents are female who comes and buy the
56% of the respondents education are Degree holder and 36%
of the respondents are SSLC and HSS and 8% of the
respondents are un education.
49% of the respondent’s occupation is business and 22% of the
respondent occupation is agriculture and 22% of the
respondent’s occupation is Salaried and other are 7%.
53% of the respondents buy the milk once a day and 47% of the
respondents buy the milk twice a day.
47% of the respondents purpose of utilization is Tea stall and 31%
of the respondents purpose of utilization is family and 22% is
27% of the respondents are buying 500ml of milk in a day and
25% of the respondents are buying 250ml of milk in a day and
35% of the respondents are buying more than 2lts of milk in a day
and 13% of respondents are buying 1lts of milk in a day.
59% of the respondents told that satisfactory and 33% of the
respondents told that good and 8% of the respondents told that
bad regarding the opinion about the milk in ponlait.
53% of the respondents are told that they can get a milk regularly
in local booth and 47% of the respondents are told that they can’t
able to get the milk regularly in local booth
66% of the respondents told that as much of quantity milk are
recovered from the booth and 34% of the respondents told that as
much of quantity milk can not recovered from the booth.
54% of the respondents told that price charged is high and 30% of
the respondents told that price charged is satisfaction and 16% of
the respondents told that price charged is low
The respondent of the consumption of the milk once a
day is not more greater than the twice a day. So the
consumption of the milk once a day has to be
The Purpose for utilization shows that tea stall is
utilizing more when compare to the family utilization.
So the family utilization has to be increased by way of
creating a awareness programs to the family.
Opinion of the ponlait milk show 59% says satisfactory
and the 33% says it good. So the ponlait has to improve
from satisfactory level to good by increasing its quality
Leakage in the package of the milk occasionally 52%.
So in order to avoid the leakages in the pack. The
ponlait has to increase the quality of the package in
order to avoid the leakage.
Availability of milk in the booth is not up to
satisfactory level because 42% of customers say that
they are not getting milk from the booth. So the ponlait
has to increase the producing of the milk in higher
The price charged by the ponlait shows that 54% of the
customer says its high and 30% of the customers
satisfactory. So that ponlait has to reduce the price up
to some extend.
When compare to flavored milk, the tonned milk and
the butter milk sales is less. The ponlait has to increase
the sales volume of the tonned milk and butter milk by
giving from offer to that milk.
Consumer are satisfied with the ponlait for its
Quality, price .Their is shortage of milk booth.
So the Company has increase the milk booth. So
that the customer can able to get the milk easily
from the milk booth. The demand in the market
is more for Ponlait milk. So that the puducherry
government should take a step to give a
subsidiary for the cattle owners. So that the
demand for the milk in the market can be
increased by this way.
SCOPE AND LIMITATIONS
To provide a valuable suggestions and
recommendations to the company on the basis
of analysis & interpretation.
To make the study as reliable in nature.
To do the study in a logical and systematic way.
Project helps to deal with forecasting the needs
for the company.
The entire study applies only to the Pondicherry
Co-operative Milk Producer’s Union Ltd,
Some of the Respondents are not co-operative
to fill the answer for the question.
Many of the respondents are answering the
questions with bias.
Time constrain was one of the major limitation
of the study.