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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




Belgaum Institute Of Management Studies (MBA)
                                                             -1-
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                       -2-
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

Belgaum Institute Of Management Studies (MBA)
                                                                                  -3-
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



Belgaum Institute Of Management Studies (MBA)
                                                                                   -4-
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




Belgaum Institute Of Management Studies (MBA)
                                                                              -5-
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                -6-
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.


Belgaum Institute Of Management Studies (MBA)
                                                                                 -7-
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




Belgaum Institute Of Management Studies (MBA)
                                                                                     -8-
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.


Belgaum Institute Of Management Studies (MBA)
                                                                                      -9-
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                - 10 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                  - 11 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                 - 12 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                  - 13 -
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




Belgaum Institute Of Management Studies (MBA)
                                                                               - 14 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                - 15 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                - 16 -
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.


Belgaum Institute Of Management Studies (MBA)
                                                                               - 17 -
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




Belgaum Institute Of Management Studies (MBA)
                                                                                 - 18 -
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.


Belgaum Institute Of Management Studies (MBA)
                                                                                 - 19 -
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




Belgaum Institute Of Management Studies (MBA)
                                                - 20 -
RCM BUSINESS




PRODUCTS OF THE RIGHT CONCEPT MARKETING




Belgaum Institute Of Management Studies (MBA)
                                                - 21 -
RCM BUSINESS




Belgaum Institute Of Management Studies (MBA)
                                                - 22 -
RCM BUSINESS




Belgaum Institute Of Management Studies (MBA)
                                                - 23 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                - 24 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                              - 25 -
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




Belgaum Institute Of Management Studies (MBA)
                                                                                - 26 -
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:



Belgaum Institute Of Management Studies (MBA)
                                                                    - 27 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                                     - 28 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                               - 29 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                          - 30 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                            - 31 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                        - 32 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                               - 33 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                               - 34 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                               - 35 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                       - 36 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                                   - 37 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                                    - 38 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                        - 39 -
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.

Belgaum Institute Of Management Studies (MBA)
                                                                              - 40 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                          - 41 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                              - 42 -
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.




Belgaum Institute Of Management Studies (MBA)
                                                                                - 43 -
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


Belgaum Institute Of Management Studies (MBA)
                                                                              - 44 -
RCM BUSINESS


  10)    How do you rate the service of RCM?

                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.




Belgaum Institute Of Management Studies (MBA)
                                                                          - 45 -
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




Belgaum Institute Of Management Studies (MBA)
                                                        - 46 -
RCM BUSINESS




         Questions




Belgaum Institute Of Management Studies (MBA)
                                                - 47 -
RCM BUSINESS


               Q1    Q2   Q3   Q4   Q5   Q6   Q7   Q8   Q9   Q10   Q11   Q12   Q13a   Q13b   Q13c   Q13d
               1     1    1    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     2    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     1    1    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     1    1    1    1    1    1    2    2    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     1    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    2    2    1     1     1     1      2      3      4
               1     2    1    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     1    2    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     2    1    1    1    1    1    2    1    1     1     1     1      2      3      4
               1     1    2    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     2    1    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     1    1    1    1    1    1    2    1    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     1    1    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    2    2    1     1     1     1      2      3      4
               3     2    1    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     1    2    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     2    1    1    1    1    1    2    1    1     1     1     1      2      3      4
               1     1    2    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     2    1    1    1    1    1    2    2    1     1     1     1      2      3      4
               1     1    2    1    1    1    1    1    1    1     1     1     1      2      3      4
               1     2    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               3     1    2    1    1    1    1    2    1    2     1     1     1      2      3      4
               3     2    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     2    2    1    1    1    1    2    1    2     1     1     1      2      3      4
               3     1    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               3     2    2    1    1    1    1    2    1    2     1     1     1      2      3      4
               1     1    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               3     2    2    1    1    1    1    1    1    2     1     1     1      2      3      4
               3     1    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               1     2    2    1    2    1    1    2    1    2     1     1     1      2      3      4
               3     1    1    1    1    1    1    1    2    1     1     1     1      2      3      4
               3     2    2    1    1    1    1    1    1    2     1     2     1      2      3      4
               1     1    1    1    1    1    1    2    2    1     1     2     1      2      3      4
               3     2    2    1    2    1    1    1    1    2     1     2     1      2      3      4
               3     1    1    1    1    1    1    2    1    1     1     2     1      2      3      4
               1     2    2    1    2    1    1    1    1    2     1     2     1      2      3      4
               3     1    1    1    1    1    1    1    1    1     1     2     1      2      3      4
               3     2    2    1    1    1    1    1    1    2     1     2     1      2      3      4
               1     1    1    1    2    1    1    2    1    1     1     2     1      2      3      4
               2     2    2    1    1    1    1    1    1    2     1     2     1      2      3      4
               2     2    1    1    1    1    1    1    1    2     1     2     1      2      3      4
               1     1    2    1    1    1    1    1    1    1     1     2     1      2      3      4
 Respondents




               2     2    2    1    2    1    1    2    1    2     1     2     1      2      3      4
                 1   1    1    1    1    1    1    1    1    1     1     2     1      2      3      4
                 1   2    2    1    1    1    1    1    2    2     1     2     1      2      3      4
                 1   1    1    1    2    1    1    1    1    2     1     2     1      2      3      4

Belgaum Institute Of Management Studies (MBA)
                                                                                 - 48 -
RCM BUSINESS




Belgaum Institute Of Management Studies (MBA)
                                                - 49 -
RCM BUSINESS




Belgaum Institute Of Management Studies (MBA)
                                                - 50 -
RCM BUSINESS




Belgaum Institute Of Management Studies (MBA)
                                                - 51 -
RCM BUSINESS




Belgaum Institute Of Management Studies (MBA)
                                                - 52 -

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HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
 

Customer satisfaction and its impact on sales at rcm mba project report

  • 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 Belgaum Institute Of Management Studies (MBA) -1-
  • 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. Belgaum Institute Of Management Studies (MBA) -2-
  • 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 Belgaum Institute Of Management Studies (MBA) -3-
  • 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 Belgaum Institute Of Management Studies (MBA) -4-
  • 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 Belgaum Institute Of Management Studies (MBA) -5-
  • 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. Belgaum Institute Of Management Studies (MBA) -6-
  • 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. Belgaum Institute Of Management Studies (MBA) -7-
  • 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 Belgaum Institute Of Management Studies (MBA) -8-
  • 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. Belgaum Institute Of Management Studies (MBA) -9-
  • 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. Belgaum Institute Of Management Studies (MBA) - 10 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 11 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 12 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 13 -
  • 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 Belgaum Institute Of Management Studies (MBA) - 14 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 15 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 16 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 17 -
  • 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 Belgaum Institute Of Management Studies (MBA) - 18 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 19 -
  • 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 Belgaum Institute Of Management Studies (MBA) - 20 -
  • 21. RCM BUSINESS PRODUCTS OF THE RIGHT CONCEPT MARKETING Belgaum Institute Of Management Studies (MBA) - 21 -
  • 22. RCM BUSINESS Belgaum Institute Of Management Studies (MBA) - 22 -
  • 23. RCM BUSINESS Belgaum Institute Of Management Studies (MBA) - 23 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 24 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 25 -
  • 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 Belgaum Institute Of Management Studies (MBA) - 26 -
  • 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: Belgaum Institute Of Management Studies (MBA) - 27 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 28 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 29 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 30 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 31 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 32 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 33 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 34 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 35 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 36 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 37 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 38 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 39 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 40 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 41 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 42 -
  • 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. Belgaum Institute Of Management Studies (MBA) - 43 -
  • 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 Belgaum Institute Of Management Studies (MBA) - 44 -
  • 45. RCM BUSINESS 10) How do you rate the service of RCM? 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. Belgaum Institute Of Management Studies (MBA) - 45 -
  • 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 Belgaum Institute Of Management Studies (MBA) - 46 -
  • 47. RCM BUSINESS Questions Belgaum Institute Of Management Studies (MBA) - 47 -
  • 48. RCM BUSINESS Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13a Q13b Q13c Q13d 1 1 1 1 1 1 1 1 1 1 1 1 1 2 3 4 1 2 1 1 1 1 1 1 2 1 1 1 1 2 3 4 1 1 1 1 1 1 1 1 1 1 1 1 1 2 3 4 1 2 2 1 1 1 1 1 2 1 1 1 1 2 3 4 1 1 1 1 1 1 1 2 2 1 1 1 1 2 3 4 1 2 2 1 1 1 1 1 1 1 1 1 1 2 3 4 1 1 1 1 1 1 1 1 2 1 1 1 1 2 3 4 1 2 2 1 1 1 1 2 2 1 1 1 1 2 3 4 1 2 1 1 1 1 1 1 1 1 1 1 1 2 3 4 1 1 2 1 1 1 1 1 2 1 1 1 1 2 3 4 1 2 1 1 1 1 1 2 1 1 1 1 1 2 3 4 1 1 2 1 1 1 1 1 2 1 1 1 1 2 3 4 1 2 1 1 1 1 1 1 1 1 1 1 1 2 3 4 1 2 2 1 1 1 1 1 2 1 1 1 1 2 3 4 1 1 1 1 1 1 1 2 1 1 1 1 1 2 3 4 1 2 2 1 1 1 1 1 2 1 1 1 1 2 3 4 1 1 1 1 1 1 1 1 1 1 1 1 1 2 3 4 1 2 2 1 1 1 1 2 2 1 1 1 1 2 3 4 3 2 1 1 1 1 1 1 1 1 1 1 1 2 3 4 1 1 2 1 1 1 1 1 2 1 1 1 1 2 3 4 1 2 1 1 1 1 1 2 1 1 1 1 1 2 3 4 1 1 2 1 1 1 1 1 2 1 1 1 1 2 3 4 1 2 2 1 1 1 1 1 1 1 1 1 1 2 3 4 1 2 1 1 1 1 1 2 2 1 1 1 1 2 3 4 1 1 2 1 1 1 1 1 1 1 1 1 1 2 3 4 1 2 1 1 1 1 1 1 2 1 1 1 1 2 3 4 3 1 2 1 1 1 1 2 1 2 1 1 1 2 3 4 3 2 1 1 1 1 1 1 2 1 1 1 1 2 3 4 1 2 2 1 1 1 1 2 1 2 1 1 1 2 3 4 3 1 1 1 1 1 1 1 2 1 1 1 1 2 3 4 3 2 2 1 1 1 1 2 1 2 1 1 1 2 3 4 1 1 1 1 1 1 1 1 2 1 1 1 1 2 3 4 3 2 2 1 1 1 1 1 1 2 1 1 1 2 3 4 3 1 1 1 1 1 1 1 2 1 1 1 1 2 3 4 1 2 2 1 2 1 1 2 1 2 1 1 1 2 3 4 3 1 1 1 1 1 1 1 2 1 1 1 1 2 3 4 3 2 2 1 1 1 1 1 1 2 1 2 1 2 3 4 1 1 1 1 1 1 1 2 2 1 1 2 1 2 3 4 3 2 2 1 2 1 1 1 1 2 1 2 1 2 3 4 3 1 1 1 1 1 1 2 1 1 1 2 1 2 3 4 1 2 2 1 2 1 1 1 1 2 1 2 1 2 3 4 3 1 1 1 1 1 1 1 1 1 1 2 1 2 3 4 3 2 2 1 1 1 1 1 1 2 1 2 1 2 3 4 1 1 1 1 2 1 1 2 1 1 1 2 1 2 3 4 2 2 2 1 1 1 1 1 1 2 1 2 1 2 3 4 2 2 1 1 1 1 1 1 1 2 1 2 1 2 3 4 1 1 2 1 1 1 1 1 1 1 1 2 1 2 3 4 Respondents 2 2 2 1 2 1 1 2 1 2 1 2 1 2 3 4 1 1 1 1 1 1 1 1 1 1 1 2 1 2 3 4 1 2 2 1 1 1 1 1 2 2 1 2 1 2 3 4 1 1 1 1 2 1 1 1 1 2 1 2 1 2 3 4 Belgaum Institute Of Management Studies (MBA) - 48 -
  • 49. RCM BUSINESS Belgaum Institute Of Management Studies (MBA) - 49 -
  • 50. RCM BUSINESS Belgaum Institute Of Management Studies (MBA) - 50 -
  • 51. RCM BUSINESS Belgaum Institute Of Management Studies (MBA) - 51 -
  • 52. RCM BUSINESS Belgaum Institute Of Management Studies (MBA) - 52 -