Chapter I * Introduction to the study * Objective of the study * Need of the study * Significance of the study * Limitations * Review of literature

Introduction to the study.

Godrej pioneered the refrigerator industry in India in 1958 – in fact, it was the first Indian company to manufacture refrigerators. Over the next few decades, the company garnered a lion's share of the market on the back of its demonstrable reliability and performance. Supported by a philosophy of innovation, Godrej launched refrigerators with Poly Urethane Foam (PUF) in 1989, which went on to become an industry benchmark. Market expansion and competition from foreign brands in the 1990s only helped to invigorate it and once again brought to the fore its pioneering spirit. Godrej Refrigerators met these challenges with its own product development.
In 1996, it unveiled the first-of-its kind refrigerator model in India, the 260-litre deep door refrigerator; it followed this in 1998 with the roll out of a 400-litre refrigerator in the frost-free range.This was, at the time, the largest refrigerator ever to be manufactured in India. Godrej raised the bar yet again in 2001 with the launch of the all-new Pentacool range. With its 5-side cooling, these refrigerators were generations ahead of several brands in technology.
The spate of innovations continued with the launch of Godrej Eon in 2006 – once again setting new benchmarks in the cooling space. Having more than held its own against global competition the company is today, set to accelerate its growth by catering to the needs of the young Indians with its promise of brighter living. It is basing its success on the strength of the fact that no one knows the Indian consumer better than Godrej and no one can, therefore, make products that truly touch their hearts and souls.

OBJECTIVE OF THE STUDIES Primary Objective: * To study the customer satisfaction level for the various services provided by Godrej Refrigerators. * To find out the effectiveness of the services provided by Godrej Refrigerators in respect of other Refrigerators like L.G., Onida etc.
Secondary objective- * To find the preference of customers of Godrej.

Need of the study
It is Important to understand and assess the influence of every product on customers behaviour towards an Refrigerator. A Elite product like Godrej must concentrate on consumer preferences.

Significance of the Study

The significance of the study of this project is narrow. It mainly focused on Godrej Refrigerators under the industry. The survey was conducted in the areas of south Mumbai and it was filled in by : * Students * Working professionals * Business * Others

Limitations of the study

The limitations of the research for working Godrej Refrigerators with regards to the customer satisfaction are as follows: * The research study is limited to the geographical boundaries of south mumbai. * Only the Godrej Refrigerators brand is considered in the research.

Literature Review
A hypothesis is a proposed explanation for an observable phenomenon. The term derives from the greek word ‘hypotithenia’- meaning “to put under’ or ‘to suppose’. For a hypothesis to be putr forward as a scientific hypothesis, the scientific method requires that one can test it. Scientist generally base scientific scientific hypothesis on previous observations that cannot be satisfactorily explained with the available scientific theories.

In this case, the following hypothesis are to be studied.
Null Hypothesis: The services provided by king fisher airlines are not superior to other airlines in india
Alternative Hypothesis: The services provided by king fisher airlines are superior to other airlines in india

Chapter II
Secondary Research

* Introduction to Godrej Refrigerator * History of Godrej * Distribution Strategy * Mission, Vision & Brand Values Of Godrej Refrigerators * SWOT analysis * Recent Developments * Achievements *

INTRODUCTION

Godrej pioneered the refrigerator industry in India in 1958 – in fact, it was the first Indian company to manufacture refrigerators. Over the next few decades, the company garnered a lion's share of the market on the back of its demonstrable reliability and performance. Supported by a philosophy of innovation, Godrej launched refrigerators with Poly Urethane Foam (PUF) in 1989, which went on to become an industry benchmark. Market expansion and competition from foreign brands in the 1990s only helped to invigorate it and once again brought to the fore its pioneering spirit. Godrej Refrigerators met these challenges with its own product development.
In 1996, it unveiled the first-of-its kind refrigerator model in India, the 260-litre deep door refrigerator; it followed this in 1998 with the roll out of a 400-litre refrigerator in the frost-free range.This was, at the time, the largest refrigerator ever to be manufactured in India. Godrej raised the bar yet again in 2001 with the launch of the all-new Pentacool range. With its 5-side cooling, these refrigerators were generations ahead of several brands in technology.
The spate of innovations continued with the launch of Godrej Eon in 2006 – once again setting new benchmarks in the cooling space. Having more than held its own against global competition the company is today, set to accelerate its growth by catering to the needs of the young Indians with its promise of brighter living. It is basing its success on the strength of the fact that no one knows the Indian consumer better than Godrej and no one can, therefore, make products that truly touch their hearts and souls.

HISTORY OF GODREJ PARIVAR The Company celebrated its centenary in 1997. In 1897 a young man named Ardeshir Godrej gave up law and turned to lock making. Ardeshir went on to make safes and security equipment of the highest order, and then stunned the world by creating toilet soap from vegetable oil.

Ardeshir Godrej Pirojsha Godrej
His brother Pirojsha Godrej carried Ardeshir's dream forward, leading Godrej towards becoming a vibrant, multi-business enterprise. Pirojsha laid the foundation for the sprawling industrial garden township (ISO 14001-certified) now called Pirojshanagar in the suburbs of Mumbai. Godrej touches the lives of millions of Indians every day. To them, it is a symbol of enduring ideals in a changing world.
The Beginning (1897)
The beginning of the Godrej Group can be traced to India's freedom struggle. Its founder, Ardershir Godrej, a lawyer by profession and a staunch nationalist, believed that India could attain freedom only by being self-reliant. In doing so, India would overcome economic degradation. Incorporation Established in 1897, the Company was incorporated with limited liability on March 3, 1932, under the Indian Companies Act, 1913.

On 7th May, 1897 Godrej & Boyce the holding company On 7th May, 1897, Ardershir Godrej gave up law and took up lock making. Godrej and Boyce Mfg. Co. Ltd., was established at Lalbaug, Mumbai. This was the holding company of the Godrej Group. On 3rd March, 1932, it was incorporated with limited liability. Even though Boyce was a business partner for a limited period only, his name was retained for legal purposes Diverse businesses From humble beginnings to diverse businesses. The Godrej Group is firmly entrenched in diverse businesses. Security Systems and Safes, Typewriters and Word processors, Rocket Launchers, Refrigerators and Furniture, Outsourcing Services, Machine Tools and Process Equipment, Cosmetics and Detergents, Engineering Workstations, Medical Diagnostics and Aerospace Equipment, Edible Oils and Chemical, Mosquito Repellents, Car perfumes, Chicken and Agri-products.
Headquartered in Mumbai
Headquartered in Mumbai, Godrej has got offices across India. It enjoys a global presence as well. The Group's dynamism has made it one of the most remarkable corporate houses in India.

DISTRIBUTION STRATEGY * Godrej Soaps has set up a committee * Experiments are being conducted in the particular districts. * Based on the success of these experiments ,they will role it out withen the next 12 months. * Already setup a system of stockiest & Super stockiest in small town (>10000population)
Retailers

Super stockiest
Stockiest
DISTRIBUTION & SUPPLY CHAIN

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SALES & DISTRIBUTION NETWORK
GCPL has a widespread distribution network across India. It has a presence in both the urban and rural markets, enabling it to benefit from the opportunities in both segments. It has a sales team which comprise of over 250 staff spread across the country. It has a network of 33 C&F agents and as on February 29, 2008. It had 1,273 distributors, 142 super stockists and 3,175 sub stockists to support the sales team in India. Its distributors and sub stockists cover around 650,000 retailers in India. GCPL has linked its major distributors in India through a system called ‘Sampark’, a collaborative planning, forecasting and replenishment system with its ERP system leading to reduced inventory levels, which would translate into better returns for them.

Mission & Vision:-

Mission:-

* Godrej Mission is to operate in existing and new businesses which capitalize on the Godrej brand and corporate image of reliability and integrity. * Godrej objective is to delight their customer both in India and abroad.

* Godrej shall achieve this objective through continuous improvement in quality, cost and customer service.

* Godrej shall strive for excellence by nurturing, developing and empowering their employees and suppliers.

Brand Values
For a company that’s been a pioneer in the appliances industry for more than half a century, curiosity is more than just a word. It’s the desire to search, find, understand and innovate.This has resulted in several path-breaking and, by now, familiar technologies – PUF, Pentacool, Cool Shower, DAC and i-Sense. For Godrej curiosity is the elixir of life, it defines the new Godrej Eon and keeps the company young, eager and motivated.
It’s what helps Godrej act as a bridge between 100 years of history and tomorrow. In its celebrated and fêted past it is an organisation rooted in the enduring values of trust and reliability; in its modern and contemporary avatar it is an organisation reaching into a future full of promise and opportunity.
National Readership Survey (NRS) data shows that every third household in India owns a Godrej refrigerator
No other refrigerator company in India, other than Godrej, manufactures refrigerators that are 100% CFC, HFC and HCFC free
Godrej introduced coloured refrigerators in the country. It was also the first company to launch designer refrigerators – draped with vinyl sheets – that could be changed Godrej was the first consumer durable company to introduce branded service care under the Godrej SmartCare brand.

SWOT ANALYSIS STRENGTHS * The Company has wide range of product line. * The management is trained and efficient. * The Company has got wide range of branches within the country. * Robust manufacturing & supply chain management. * Sophisticated IT connectivity with distributors. * Well-developed R&D capabilities * Experience in the line * Long term customer relationship. * The network of the service centres is good in all states. * Huge distribution network.

WEAKNESSES * The Company does not go for advertising, which is one of the biggest disadvantage of Godrej. * Its emphasis more on the advertising of office automation & prima division. * The company is focusing many security products at a same time. * The effective selling schemes are not available like payment on installments. * Gifts not being so attractive. Most of the dealers prefer other companies appliances. * Weak distribution channel for appliances. Product variety is less.

OPPORTUNITIES * Increase consumer offers. * Huge market share. * Rising consumer durables market. * Substantial growth of human appliance industry.

THREATS * Strong competition. * Products are not unique. * Lot of branding done by other competitors.

Recent Developments
Over the past few years, the company has focussed on offering relevant technologies, driven completely by market research and supported by product development. It has set up a new R&D centre manned by more than 100 engineers and designers who are responsible for developing products and technologies that are relevant to today’s market needs. Eon was a range of refrigerators that came out of this effort. Its success propelled the company to extend the brand franchisee across other categories, as well.Today, the Eon umbrella brand also covers an entire range of 5-star energy rated split airconditioners with EM5 compressors, washing machines incorporating DAC + Technology which automatically adjusts to water and power cuts and microwave ovens with steam mode to cater to the needs of the young healthconscious Indians.

Achievements Critical recognition coupled with consumer appreciation is the most potent testimonial for a brand.Testimonials abound for Godrej Appliances, from several quarters – Godrej Eon Refrigerators were awarded the Design Excellence award by Business World and the National Institute of Design for being the Best Designed Consumer Durable.The company also won the CNBC Awaaz Consumer Award, three times in a row. Reader's Digest felicitated it with the Most Trusted Brand Gold award for four consecutive years, the latest being in 2009. It was adjudged the Best Brand in the Refrigerator category at the Smart Living Awards 2007 while the FMCG Federation of India honoured Godrej Eon with the Most Preferred Frost-Free Refrigerator Brand at the 5th Consumer World Awards. It is not just in design and quality that Godrej Appliances products have been honoured, they have also won all round approval for their commitment to the environment. In 2008, the Urjavaran Foundation felicitated the company with the Best Model Impact towards Energy Efficiency – Direct Cool and Best Market Impact towards Energy Efficiency in the Frost-Free refrigerator categories. Godrej displays the same commitment to preserving the environment; long before it became a need, Godrej had begun offering 100% Green Refrigerators; indeed, as early as 2002 when research revealed the dangers of CFC/HFC/HCFC laden refrigerants. However, its most prized awards have come unsolicited from actual consumers. Several hundred people have written to the company commending it on the fine quality of the product – many of which had run, without a glitch, for 30 years or more.

Chapter III Primary Data * Questionnaire * Bibliography

Questionnaire

A Study on Consumer Satisfaction and Perception Level on Refrigerators with Special Reference to Godrej Refrigerator

1. Name of the Respondent: …………………………………………

2. Education: ………………………………………………………...

3. Occupation: □ Govt. Job □ Private Job □ Own Business □ Doctor □ Other ____________

4. Marital Status: □ Married Un-married

5. Sex: □ Male Female

6. Age: □ Under 25 □ 25-30 □ 30-35 □ 35-40
7. Amount of Monthly Salary: □ Below 10000 □ 10000-15000 □ 15000-20000

8. How many years of using refrigerator

9.What was the source of information about refrigerator? □ Family members □ Friends □ TV advertisements □ Print media □ Dealer □ Self judgment □ Others: …………………………….
9. Which company or brand refrigerator you have used? □ Godrej □ Samsung □ Panasonic □ Whirlpool □ Others □ Videocon □ LG □ Others (haier , Hitachi,thosiba etc)

10. Please mention Your current Refrigerator model ___________________

11. What price did you purchase your current refrigerator? □ Below 10000 □ 10001 to 20000 □ 20001 to 30000 □ 30001 to 40000 □ Above 40001

12. Which size of refrigerator you currently used? □ 145 Lt □ 205 Lt □ 160 Lt □ 170 Lt □ 185 Lt □ 190 Lt □ 191 Lt

13. Where did you buy you current refrigerator? □ Show room □ Dealers □ Direct purchase on company □ Other mode (online purchase etc.,)

14.For what purpose you purchased your refrigerator? □ Office purpose □ Household purpose □ Shop purposes □ Other purposes
FOR THE CONSUMER…

BRANDS HELP THE CONSUMERS TO CUT THROUGH THE PROLIFERATION OF CHOICES AVAILABLE IN EVERY PRODUCT & SERVICE CATEGORY

Bibliography http://www.qualtrics.com/blog/customer-satisfaction/ http://www.godrejappliances.com/godrej/GodrejAppliances/product.aspx?id=6&menuid=346&catid=91
http://www.godrej.com/godrej/godrejappliances/product.aspx?id=6&menuid=346&catid=91&productid=777&subcatid=117&subsubcatid=119