customer satisfaction and its impact on sales at rcm marketing mba

RCM BUSINESS

CONTENTS

Sl.NO. TITLES PAGE No.I. Chapter 1

Executive Summary Introduction Literature review Purpose of the study Scope of the study Objectives of the study

2-67-99-9

10-1011-1111-1111-11

II. Chapter 2 Organization Profile Organization chart Sampling Data collection methods Measuring tools

12-23

23-2323-2323-23

III. Chapter 3 Result &discussion with Charts & graphs Summary Recommendation Conclusion

24-3940-4142-4243-43

IV. Chapter 4 Appendix

Questionnaire Code sheet

Weekly Progress Report Bibliography

44-4445-4647-47

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RCM BUSINESS

RESEARCH PROCEDURE

This study follows the procedure as shown below:

Identifying research objectives:

Collecting related literature:

Establishing research framework:

Executing data collection and analysis:

Making recommendations and:

Drawing conclusions.

PROJECT OUTLINE

This project consists of four chapters. Chapter I serve as an introduction to the whole

study, pointing out the, statement of the problem, literature review, purpose of the

study, scope of the study, objectives of the study. Chapter II, the organization profile,

organization chart, sampling, research design, data collection method & measuring

tools. Chapter III not only elaborates on the research method and research framework,

but also includes graphs, charts, summary, conclusion and some recommendations

and suggestions. Finally chapter IV carries appendix in that questionnaire, code sheets

and also bibliography.

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RCM BUSINESS

EXECUTIVE SUMMARY

M/s Fashion Suitings Pvt. Ltd. of Chhabra in Bhilwara, Rajstan, ventured a new

business in the name of RCM Business. The concept envisages the benefit of every

consumer by providing him an opportunity to earn while purchasing. In this business

the company takes responsibility of manufacturing while the work of advertising and

marketing is left with consumers. Thus the consumers themselves promote business

and earn by enhancing the income to any level by their own efforts.

Company has selected Textile product for this type of marketing, as it is the

basic necessity of every house hold. The company’s founders have a vast experience

in the field of textile production. Company introduced good quality FMCG in 2002 to

enhance the business opportunities and provide more benefit to the consumer. In order

to increase the opportunities or earning there is continuous extension in range of

premium quality FMCG to provide daily reasonable price is company’s main

objective. Company’s high managerial efficiency, wide distribution network spread

all over the country, huge infrastructure of computers will enable to accomplish this

mission. This clearly demonstrates that the group is genuinely concerned and

dedicated to the overall progress distributors. Company has made tremendous records

in the field of Multilevel Marketing by making efforts to get all products made in its

own brand name and specified quality, by making the plan & policies more beneficial

in increasing network, by giving time to time guidelines to distributors, and by saving

them hurdles & difficulties.

To make the business long lasting in Indian conditions company has taken care of

fallowing points.

Products of general utility

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RCM BUSINESS

Best quality and technique used

reasonable price for quality products

income on every purchase

monthly distribution up to 41% business value

no chance of loss to consumers an any level.

Objectives of the study

To study the customer satisfaction level with respect to RCM products.

To know how people are aware of RCM BUSINESS.

To know the factors influencing the sales of RCM PRODUCTS.

To know customers opinion with regards to the RCM products.

Using primary data and secondary data, through Convenience Random Sampling

survey is conducted on existing customers of RCM BUSINESS.

After this research study, we will be able to understand that the customer satisfaction

and FINDINGS

1. 62% respondents are influenced by Friends, and 25% respondents from

relatives, 13% from others. By this it is clear that Friends influences more than

others.

2. 64% respondents purchase monthly, 32% respondents weekly and 4% purchase

once in 15 days. So by this it is clear that more number of customers will

purchase RCM products monthly

3. 64% respondents said the quality of the RCM products are very good, 32% good

and 4% average. By this it is clear that al most all the customers are satisfied

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RCM BUSINESS

with the RCM products. And also we can say the products of RCM business are

good quality.

4. 100% respondents get the required product at the RCM outlet. By this we can

say all the products are available at the RCM outlets.

5. 84% respondents get the incentive regularly and 16% respondents will not get

the incentive regularly.

6. 100% respondents recommend the RCM business to others. So by this it is

clear all the customers of the RCM are satisfied so they will recommend the

RCM business to others.

7. 100% respondents continued the chain of your membership. All the existing

customers of the RCM are satisfied with the RCM business, and they continued

the chain of membership.

8. 74% respondents rate the service of RCM as good, and 26% respondents rate the

RCM as average. So by this we can say the RCM service is good.

9. 66% respondents will get the sufficient information about new products from

the RCM outlets, and 34% respondents will not get the information from the

RCM outlets. By this we can say the most of the customers will get the

information from the RCM outlets, some of them may not get because the

shopkeeper boys are not so much educated, they may not give information

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RCM BUSINESS

10. 68% respondents are convenience to reach the RCM outlets in the Begaum

city. 32% respondents are not convenience to reach the RCM outlets in the

Belgaum city. By this we can say the most of the customers are getting

difficulty to reach the RCM outlets.

11. 100% respondents said the display of the products in the RCM outlets is well

organized. By this we can say the RCM outlets are neatly organized.

12. , 64% respondents agreed with the RCM products, and 36% respondents are

strongly agreed with the RCM products. So by this the all the existing members

of the RCM business are satisfied with the RCM products.

13. By the above graph the more number of the customers give preference while

purchasing the product to product quality. They have given 1st rank to the

product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the

availability of the product, 5th rank to the service of the RCM business. So

product quality plays main important role.

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RCM BUSINESS

RECOMMENDATIONS

1. The RCM outlets should keep their service level the same what they are giving

now, as the customers are satisfied with the present service.

2. RCM should keep the product quality the same or increase the quality as

customers are satisfied with the quality of product.

3. RCM can also think of increasing the numbers of outlets, as most of the outlets

are situated near to market and no outlets are there in Mahantesh nagar, Nehru

nagar, etc.

Conclusion

According to the study conducted, it shows from the analysis and findings that

majority of the existing customers are satisfied with the RCM products and RCM

business. And also all the customers continued the chain of membership. But

some of the existing customers are getting problems to reach the RCM outlets. In

Belgaum city totally 6 outlets are there, but the outlets are not divided according

to the north, east, west and south zone of Belgaum. So the customers are getting

difficulty to reach the RCM outlets. So I suggest the RCM outlets are to be

divided according to the zonal wise. So that the existing customers at the Belgaum

city can able reach the RCM outlets easily. And also the RCM business can attract

the customers through out the Belgaum.

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RCM BUSINESS

Introduction:

Project consists of customer satisfaction and its impact on sales:-

Customer satisfaction and its impact on sales

Customers are the king of the market. Customer satisfaction is the first and

foremost thing in retailing market. Getting the customer, retaining, enhancing, are

the main steps of customer relationship management. In retailing market the CRM

plays main role for retaining customers. We should make the customers as loyal

customers by enhancing them, so that the loyal customer will spread the positive word

to other new customers, then automatically we will get new customers to our

business.

Understanding of customer behavior makes market easier. Customer

complaints are not personal. It is regarding a product or service or the process system

involved in making products or planning services

So getting a new customer is more difficult than retaining a loyal customer.

So instead of getting new customer, satisfying a present customer is more important.

Customer satisfaction has more impact on sales. If the present customer

satisfied then our sales will increase, otherwise sales will decrease. So by this we can

say customer satisfaction has more impact on sales.

RCM is the customer linking market, or it is also called as chain business.

So for chain business the satisfaction of customer plays main role to maintain

business. If one existing customer satisfied then he/she will spread the opinion about

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RCM BUSINESS

the business to other two or many customers. So here the satisfaction of existing

customer is important.

For doing new business the new customer will enquire about the business

before joining the business. He will ask to his friends about the business. And the

customers more believed in other existing customer opinion, so in this also the

satisfaction of existing customer is important.

Each and every business ultimate aim is to get the more profit. So to get

more profit the business should attract more customers, for attracting the customers

the more profit the business should attract more customers, for attracting the

customers the satisfaction of existing customers plays main role. The existing

customer satisfaction has more impact on sales.

For satisfying the customer we should understand the needs and wants of the

customer. According to them we should produce the products. We should understand

what customer accepts from the business because the customers are the king of the

market. With out customer market will not exist, with out market the customers also

not exist. So both are depend on each other.

A customer has many expectations from the business. They have the

expectations like, during pre-purchase, during service encounter, during post

purchase. So the customers expects from the business in above three stages. Before

purchasing the products the customers will ask to others, if they get good opinion

about the products then they will purchase. After purchasing the products also, if the

customer satisfy then he/she will go for next purchase. After purchasing the customers

will evaluate the product or service. In the last stage if he satisfy then they will spread

the positive word to the other customers, if not they may not go for purchasing again.

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RCM BUSINESS

So the business may loose the customer like this. If he/she satisfies then he may get

other two or more customers.

Literature review

Understanding of customer behavior makes market easier. Customer complaints are

not personal. It is regarding a product or service or the process system involved in

making products or planning services. CRM focuses on meeting individual needs of

customers. The skill requires building a customer database and doing data mining to

detector trends, segments, and individual needs. We should understand the customers,

who buys, when do they buy, why do they buy is important in the market. We should

understand the customer preference. Customer preference may be due to difference in

economic demographic, and psychological factors. An evaluation is made on the basis

of the products function, appearance, cost, and so on. Customer Satisfaction Index

(CSI) is generally calculated based on market research. It is known that, a satisfied

customer will influence five more persons to buy the products/service. Whereas a

dissatisfied customer will express his/her emotions to eleven persons. So the

satisfaction of one customer is more important.

So the satisfaction of the existing customer has more impact on sales.

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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.


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.


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.


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


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.


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.


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.


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


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.


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


RCM BUSINESS

PRODUCTS OF THE RIGHT CONCEPT MARKETING


RCM BUSINESS


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.


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.


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

Analysis:

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?


RCM BUSINESS


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

Analysis:

From the above graph it is clear that, 64% respondents purchase monthly, 32

respondents weekly and 4% purchase once in 15 days.


RCM BUSINESS

3) How would you rate the quality of RCM product?


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

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.


RCM BUSINESS

4) Do you get the required product at the RCM?

Frequency Percent Valid Percent

Cumulative Percent

Valid Yes 100 100.0 100.0 100.0

Analysis:

From the above graph it is clear that, 100% respondents get the required product at the

RCM outlet.


RCM BUSINESS

5) Do you get the incentive regularly?


Valid Yes 84 84.0 84.0 84.0

No 16 16.0 16.0 100.0

Total 100 100.0 100.0

Analysis:

From the above graph it is clear that, 84% respondents get the incentive regularly and

16% respondents will not get the incentive regularly.


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

Analysis:

From the above graph it is clear that, 100% respondents recommend the RCM business to

others.


RCM BUSINESS

7) Have you continued the chain of your membership?


Percent

Valid yes 100 100.0 100.0 100.0

Analysis:

From the above graph it is clear that, 100% respondents continued the chain of your

membership.


RCM BUSINESS

8) Does the RCM outlets provide sufficient information about new products?


Valid Yes 66 66.0 66.0 66.0

No 34 34.0 34.0 100.0

Total 100 100.0 100.0

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.


RCM BUSINESS

9) How do you rate the service of RCM?


Valid Good 74 74.0 74.0 74.0

Average 26 26.0 26.0 100.0

Total 100 100.0 100.0

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.


RCM BUSINESS

10) Are the RCM outlets in the Belgaum city are convenient to reach?


Valid Yes 68 68.0 68.0 68.0

No 32 32.0 32.0 100.0

Total 100 100.0 100.0

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.


RCM BUSINESS

11) Display of the products in the RCM outlets?


Percent

Valid Organized 100 100.0 100.0 100.0

Analysis:

From the above graph it is clear that, 100% respondents said the display of the products

in the RCM outlets is well organized.


RCM BUSINESS

12) I am satisfied with the RCM products, I......................


Valid Strongly agree 36 36.0 36.0 36.0

Agree 64 64.0 64.0 100.0

Total 100 100.0 100.0

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.


RCM BUSINESS

13) Which factor do you consider while purchasing RCM products?

0

20

40

60

80

100

Which factor do tou consider while purchasing RCM products?

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

1 2 3 4 5

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.


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.


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.


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.


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.


RCM BUSINESS

Questionnaire for Determining Custer satisfaction and its impact on

sales at RCM in Belgaum City

Name of the customer

1) How did you come to know about RCM?

!) Friends 2) Relations 3) Others

2) How often do you purchase the RCM Products?

1) Weekly 2) monthly 3) Once in a 15 days

3) How would you rte the quality of RCM product?

1) Good 2) very good 3) average 4) worst

4) Do you get the required product at the RCM outlet?

1) Yes 2) No

6) Do you get the incentive regularly?

1) Yes 2) No

7) Will you recommend the RCM business to others?

1) Yes 2) No

8) Have you continued the chain of your membership?

1) Yes 2) No

9) Does the RCM outlet provide sufficient information about new products?

1) Yes 2) No

10) How do you rate the service of RCM?


RCM BUSINESS

Good Bad Average

11) Are the RCM outlets in the Belgaum city are connivance to reach?

1) Yes 2) No

12) Display of the products in the RCM outlets?

1) Organized 2) unorganized

13) Which factor do you consider while purchasing RCM products?

1) Product quality

2) Incentive

3) Service of the RCM

4) Reasonable Price

5) Availability of the product at RCM outlets.


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


http://www.customersatisfactionsurvey/

http://www.rcmbusiness.com/

RCM BUSINESS


customer satisfaction and its impact on sales at rcm marketing mba

Business

aware of rcm business

rcm business contents

sales of rcm products

rcm outlets

rcm businesswith

rcm business best quality

business opportunities

research study