Description
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.
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
2-6
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!-!
"#-"#
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II.
Chapter 2
? Or$ani%ation Profi&e
? Or$ani%ation chart
? Samp&in$
? 'ata co&&ection methods
? (easurin$ too&s
"2-2)
2)-2)
2)-2)
2)-2)
III. Chapter 3
? *esu&t +discussion with ,harts + $raphs
? Summary
? *ecommendation
? ,onc&usion
2--)!
-#--"
-2--2
-)--)
IV. Chapter 4
? .ppendix
• /uestionnaire
• ,ode sheet
? 0ee1&y Pro$ress *eport
? 2ib&io$raphy
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-3--6
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RCM BUSINESS
RESEARCH PROCEDURE
This study follows the procedure as shown below:
? Identifying research objectives:
? Collecting related literature:
? Establishing research framework:
? Executing data collection and analysis:
? Making recommendations and:
? Drawing conclusions.
PROJECT OUTLINE
This project consists of four chapters. Chapter I serve as an introduction to the whole
study, pointing out the, statement of the problem, literature review, purpose of the
study, scope of the study, objectives of the study. Chapter II, the organization profile,
organization chart, sampling, research design, data collection method & measuring
tools. Chapter III not only elaborates on the research method and research framework,
but also includes graphs, charts, summary, conclusion and some recommendations
and suggestions. Finally chapter IV carries appendix in that questionnaire, code sheets
and also bibliography.
RCM BUSINESS
EXECUTIVE SUMMAR
(4s 5ashion Suitin$s Pvt6 Ltd6 of ,hhabra in 2hi&wara7 *ajstan7 ventured a new
business in the name of *,( 2usiness6 8he concept envisa$es the benefit of every
consumer by providin$ him an opportunity to earn whi&e purchasin$6 In this business
the company ta1es responsibi&ity of manufacturin$ whi&e the wor1 of advertisin$ and
mar1etin$ is &eft with consumers6 8hus the consumers themse&ves promote business
and earn by enhancin$ the income to any &eve& by their own efforts6
,ompany has se&ected 8exti&e product for this type of mar1etin$7 as it is the
basic necessity of every house ho&d6 8he company9s founders have a vast experience
in the fie&d of texti&e production6 ,ompany introduced $ood :ua&ity 5(,; in 2##2 to
enhance the business opportunities and provide more benefit to the consumer6 In order
to increase the opportunities or earnin$ there is continuous extension in ran$e of
premium :ua&ity 5(,; to provide dai&y reasonab&e price is company9s main
objective6 ,ompany9s hi$h mana$eria& efficiency7 wide distribution networ1 spread a&&
over the country7 hu$e infrastructure of computers wi&& enab&e to accomp&ish this
mission6 8his c&ear&y demonstrates that the $roup is $enuine&y concerned and
dedicated to the overa&& pro$ress distributors6 ,ompany has made tremendous records
in the fie&d of (u&ti&eve& (ar1etin$ by ma1in$ efforts to $et a&& products made in its
own brand name and specified :ua&ity7 by ma1in$ the p&an + po&icies more beneficia&
in increasin$ networ17 by $ivin$ time to time $uide&ines to distributors7 and by savin$
them hurd&es + difficu&ties6
8o ma1e the business &on$ &astin$ in Indian conditions company has ta1en care of
fa&&owin$ points6
? Products of $enera& uti&ity
RCM BUSINESS
? 2est :ua&ity and techni:ue used
? reasonab&e price for :ua&ity products
? income on every purchase
? month&y distribution up to -"< business va&ue
? no chance of &oss to consumers an any &eve&6
O!"e#t$%e& o' the &t()*
• 8o study the customer satisfaction &eve& with respect to RCM products6
• 8o 1now how peop&e are aware of RCM 2=SI>ESS6
• 8o 1now the factors inf&uencin$ the sa&es of *,( P*O'=,8S6
• 8o 1now customers opinion with re$ards to the *,( products6
=sin$ primary data and secondary data7 throu$h ,onvenience *andom Samp&in$
survey is conducted on existin$ customers of *,( 2=SI>ESS6
.fter this research study7 we wi&& be ab&e to understand that the customer satisfaction
and +IN,INGS
1. 62< respondents are inf&uenced by 5riends7 and 23< respondents from
re&atives7 ")< from others6 2y this it is c&ear that 5riends inf&uences more than
others6
2. 6-< respondents purchase month&y7 )2< respondents wee1&y and -< purchase
once in "3 days6 So by this it is c&ear that more number of customers wi&&
purchase *,( products month&y
3. 6-< respondents said the :ua&ity of the *,( products are very $ood7 )2< $ood
and -< avera$e6 2y this it is c&ear that a& most a&& the customers are satisfied
RCM BUSINESS
with the *,( products6 .nd a&so we can say the products of *,( business are
$ood :ua&ity6
4. "##< respondents $et the re:uired product at the *,( out&et6 2y this we can
say a&& the products are avai&ab&e at the *,( out&ets6
-. ?-< respondents $et the incentive re$u&ar&y and "6< respondents wi&& not $et
the incentive re$u&ar&y6
.. "##< respondents re#o//e0) the RCM !(&$0e&& to other&6 So by this it is
c&ear a&& the customers of the *,( are satisfied so they wi&& recommend the
*,( business to others6
1. "##< respondents #o0t$0(e) the #ha$0 o' *o(r /e/!er&h$p6 .&& the existin$
customers of the *,( are satisfied with the *,( business7 and they continued
the chain of membership6
2. -< respondents rate the service of *,( as $ood7 and 26< respondents rate the
*,( as avera$e6 So by this we can say the *,( service is $ood6
3. 66< respondents wi&& $et the &(''$#$e0t $0'or/at$o0 a!o(t 0e4 pro)(#t& 'ro/
the RCM o(tlet&7 and )-< respondents wi&& not $et the information from the
*,( out&ets6 2y this we can say the most of the customers wi&& $et the
information from the *,( out&ets7 some of them may not $et because the
shop1eeper boys are not so much educated7 they may not $ive information
RCM BUSINESS
15. 6?< respondents are #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the Be6a(/
city6 )2< respondents are not #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the
Bel6a(/ #$t*. 2y this we can say the most of the customers are $ettin$
difficu&ty to reach the *,( out&ets6
11. "##< respondents said the )$&pla* o' the pro)(#t& $0 the RCM o(tlet& $& 4ell
or6a0$7e). 2y this we can say the *,( out&ets are neat&y or$ani%ed6
12. 7 6-< respondents a$reed with the RCM pro)(#t&7 and )6< respondents are
stron$&y a$reed with the *,( products6 So by this the a&& the existin$ members
of the *,( business are satisfied with the *,( products6
13. 2y the above $raph the more number of the customers $ive preference whi&e
purchasin$ the product to product :ua&ity6 8hey have $iven "
st
ran1 to the
product :ua&ity7 2
nd
ran1 to the incentive )
rd
ran1 to the price7 -
th
ran1 to the
avai&abi&ity of the product7 3
th
ran1 to the service of the *,( business6 So
product :ua&ity p&ays main important ro&e6
RCM BUSINESS
RECOMMEN,ATIONS
"6 8he *,( out&ets shou&d 1eep their service &eve& the same what they are $ivin$
now7 as the customers are satisfied with the present service6
26 *,( shou&d 1eep the product :ua&ity the same or increase the :ua&ity as
customers are satisfied with the :ua&ity of product6
)6 *,( can a&so thin1 of increasin$ the numbers of out&ets7 as most of the out&ets
are situated near to mar1et and no out&ets are there in (ahantesh na$ar7 >ehru
na$ar7 etc6
Co0#l(&$o0
.ccordin$ to the study conducted7 it shows from the ana&ysis and findin$s that
majority of the existin$ customers are satisfied with the *,( products and *,(
business6 .nd a&so a&& the customers continued the chain of membership6 2ut some
of the existin$ customers are $ettin$ prob&ems to reach the *,( out&ets6 In
2e&$aum city tota&&y 6 out&ets are there7 but the out&ets are not divided accordin$
to the north7 east7 west and south %one of 2e&$aum6 So the customers are $ettin$
difficu&ty to reach the *,( out&ets6 So I su$$est the *,( out&ets are to be
divided accordin$ to the 7o0al 4$&e6 So that the existin$ customers at the 2e&$aum
city can ab&e reach the *,( out&ets easi&y6 .nd a&so the *,( business can attract
the customers throu$h out the 2e&$aum6
RCM BUSINESS
I0tro)(#t$o08
Project consists of customer satisfaction and its impact on sa&es@-
C(&to/er &at$&'a#t$o0 a0) $t& $/pa#t o0 &ale&
,ustomers are the 1in$ of the mar1et6 ,ustomer satisfaction is the first and
foremost thin$ in retai&in$ mar1et6 Gett$06 the #(&to/er9 reta$0$069 e0ha0#$067 are
the main steps of customer re&ationship mana$ement6 In retai&in$ mar1et the ,*(
p&ays main ro&e for retainin$ customers6 0e shou&d ma1e the customers as &oya&
customers by enhancin$ them7 so that the &oya& customer wi&& spread the positive word
to other new customers7 then automatica&&y we wi&& $et new customers to our
business6
=nderstandin$ of customer behavior ma1es mar1et easier6 ,ustomer
comp&aints are not persona&6 It is re$ardin$ a product or service or the process system
invo&ved in ma1in$ products or p&annin$ services
So $ettin$ a new customer is more difficu&t than retainin$ a &oya& customer6
So instead of $ettin$ new customer7 satisfyin$ a present customer is more important6
,ustomer satisfaction has more impact on sa&es6 If the present customer
satisfied then our sa&es wi&& increase7 otherwise sa&es wi&& decrease6 So by this we can
say customer satisfaction has more impact on sa&es6
*,( is the customer &in1in$ mar1et7 or it is a&so ca&&ed as chain business6
So for chain business the satisfaction of customer p&ays main ro&e to maintain
business6 If one existin$ customer satisfied then he4she wi&& spread the opinion about
RCM BUSINESS
the business to other two or many customers6 So here the satisfaction of existin$
customer is important6
5or doin$ new business the new customer wi&& en:uire about the business
before joinin$ the business6 Ae wi&& as1 to his friends about the business6 .nd the
customers more be&ieved in other existin$ customer opinion7 so in this a&so the
satisfaction of existin$ customer is important6
Each and every business u&timate aim is to $et the more profit6 So to $et
more profit the business shou&d attract more customers7 for attractin$ the customers
the more profit the business shou&d attract more customers7 for attractin$ the
customers the satisfaction of existin$ customers p&ays main ro&e6 8he e:$&t$06
#(&to/er &at$&'a#t$o0 ha& /ore $/pa#t o0 &ale&.
5or satisfyin$ the customer we shou&d understand the needs and wants of the
customer6 .ccordin$ to them we shou&d produce the products6 0e shou&d understand
what customer accepts from the business because the customers are the 1in$ of the
mar1et6 0ith out customer mar1et wi&& not exist7 with out mar1et the customers a&so
not exist6 So both are depend on each other6
. customer has many expectations from the business6 8hey have the
expectations &i1e7 durin$ pre-purchase7 durin$ service encounter7 durin$ post
purchase6 So the customers expects from the business in above three sta$es6 2efore
purchasin$ the products the customers wi&& as1 to others7 if they $et $ood opinion
about the products then they wi&& purchase6 .fter purchasin$ the products a&so7 if the
customer satisfy then he4she wi&& $o for next purchase6 .fter purchasin$ the customers
wi&& eva&uate the product or service6 In the &ast sta$e if he satisfy then they wi&& spread
the positive word to the other customers7 if not they may not $o for purchasin$ a$ain6
RCM BUSINESS
So the business may &oose the customer &i1e this6 If he4she satisfies then he may $et
other two or more customers6
L$terat(re re%$e4
=nderstandin$ of customer behavior ma1es mar1et easier6 ,ustomer comp&aints are
not persona&6 It is re$ardin$ a product or service or the process system invo&ved in
ma1in$ products or p&annin$ services6 ,*( focuses on meetin$ individua& needs of
customers6 8he s1i&& re:uires bui&din$ a customer database and doin$ data minin$ to
detector trends7 se$ments7 and individua& needs6 0e shou&d understand the customers7
who buys7 when do they buy7 why do they buy is important in the mar1et6 0e shou&d
understand the customer preference6 ,ustomer preference may be due to difference in
economic demo$raphic7 and psycho&o$ica& factors6 .n eva&uation is made on the basis
of the products function7 appearance7 cost7 and so on6 C(&to/er Sat$&'a#t$o0 I0)e:
;CSI< is $enera&&y ca&cu&ated based on mar1et research6 It is 1nown that7 a satisfied
customer wi&& inf&uence five more persons to buy the products4service6 0hereas a
dissatisfied customer wi&& express his4her emotions to e&even persons6 So the
satisfaction of one customer is more important6
So the &at$&'a#t$o0 o' the e:$&t$06 #(&to/er ha& /ore $/pa#t o0 &ale&.
RCM BUSINESS
PURPOSE O+ T=E STU,
Aere our main purpose is to assess the customer satisfaction and its impact on sa&es of
*,( business7 at 2e&$aum6 .nd $ivin$ the recommendations to the measures to
increase the satisfaction &eve&
SCOPE O+ T=E STU,
? 8he study wi&& revea& the customer satisfaction and its impact on sa&es at the *i$ht
,oncept (ar1etin$6
? 8he study wi&& he&p to 1now the impact of the customers satisfaction on sa&es6
? 8he study wi&& he&p to 1now the improvements to be made in the *i$ht ,oncept
(ar1etin$ to satisfy the customers6
OB>ECTIVES O+ T=E STU,
• 8o study the customer satisfaction &eve& with respect to RCM products6
• 8o 1now how peop&e are aware of RCM 2=SI>ESS6
• 8o 1now the factors inf&uencin$ the sa&es of *,( P*O'=,8S6
• 8o 1now customers opinion with re$ards to the *,( products6
RCM BUSINESS
Or6a0$7at$o0 pro'$le
(4s 5ashion Suitin$ Pvt6 Ltd6 of ,hhabra in 2hi&wara7 *ajasthan7 ventured a new
business in the name of *,( 2usiness6 8he concept envisa$es the benefit of every
consumer by providin$ him an opportunity to earn whi&e purchasin$6 In this business
the company ta1es responsibi&ity of manufacturin$ whi&e the wor1 of advertisin$ and
mar1etin$ is &eft with consumers6 8hus the consumers themse&ves promote business
and earn by enhancin$ the income to any &eve& by their own efforts6
,ompany has se&ected 8exti&e product for this type of mar1etin$7 as it is the
basic necessity of every house ho&d6 8he company9s founders have a vast experience
in the fie&d of texti&e production6 ,ompany introduced $ood :ua&ity 5(,; in 2##2 to
enhance the business opportunities and provide more benefit to the consumer6 In order
to increase the opportunities or earnin$ there is continuous extension in ran$e of
premium :ua&ity 5(,; to provide dai&y reasonab&e price is company9s main
objective6 ,ompany9s hi$h mana$eria& efficiency7 wide distribution networ1 spread a&&
over the country7 hu$e infrastructure of computers wi&& enab&e to accomp&ish this
mission6 8his c&ear&y demonstrates that the $roup is $enuine&y concerned and
dedicated to the overa&& pro$ress distributors6 ,ompany has made tremendous records
in the fie&d of (u&ti&eve& (ar1etin$ by ma1in$ efforts to $et a&& products made in its
own brand name and specified :ua&ity7 by ma1in$ the p&an + po&icies more beneficia&
in increasin$ networ17 by $ivin$ time to time $uide&ines to distributors7 and by savin$
them hurd&es + difficu&ties6
RCM BUSINESS
SALIENT +EATURE O+ RIG=T CONCEPT MAR?ETING
1< ,irect dea&in$ between manufacture and consumers6 >o midd&e &in1s and
hence no possibi&ity of dup&icate products6
2< >o need of outside advertisements6 In the traditiona& mar1etin$ system fa&se
advertisement are used for pub&icity which is done by those peop&e who do
not have even use of products6 8hus raisin$ the costs of products to doub&e-
trip&e than actua& cost6
3< In this system no individua& is $ranted monopo&y ri$hts for business6 Every
consumer is free to do his own mar1etin$ and earn from it6 8hus this is a
vast opportunity for a&&
4< 8here is no bindin$ of fixed timin$s6 . person can uti&i%e his spare time for
this business as he has to simp&y exp&ain this concept to other persons6
-< >o de$ree or :ua&ification is essentia& for wor1in$ in this system6 8he on&y
re:uirement is a persons desire to wor1 sincere&y and earn by ethica& means6
.< 8here is no competition with others7 rather business pro$ress by mutua&
cooperation6
1< In this business7 you need not maintain any account6 8he company maintains
computeri%ed accounts of a&& distributors6
2< *,( distributors do not re:uire any resources and staff6 8hus no ris1 is
invo&ved in this business6
RCM BUSINESS
RCM BUSINESS
8o ma1e the business &on$ &astin$ in Indian conditions company has ta1en care of
fa&&owin$ points6
? Products of $enera& uti&ity
? 2est :ua&ity and techni:ue used
? reasonab&e price for :ua&ity products
? income on every purchase
? month&y distribution up to -"< business va&ue
? no chance of &oss to consumers an any &eve&6
8hat is why *,( business has earned unbrea1ab&e faith amon$ its &acs of distributors
RCM BUSINESS
In this business7 nothin$ extra is to be done6 8he consumers wi&& have to simp&y shift to *,(
brand :ua&ity products6 2y purchasin$ *,( products7 consumers $et a si$nificant part in the
profits6 8hey $et best :ua&ity at a reasonab&e price6 8his messa$e is to be
In this business7 nothin$ extra is to be done6 8he consumers wi&& have to simp&y shift
to *,( brand :ua&ity products6 2y purchasin$ *,( products7 consumers $et a
si$nificant part in the profits6 8hey $et best :ua&ity at a reasonab&e price6 8his
messa$e is to be communicated to consumers without exp&icit advertisin$7 by word of
mouth6
RCM BUSINESS
The pro#e)(re to "o$0 RCM !(&$0e&& $& @($te &$/ple8
Bou have to fi&& up an app&ication form under the sponsorship of an existin$
distributor and purchase the 1it containin$ *,( business product6 8hen you a&so
become a distributor and $et your own distributor code6 >ow you can further expand
your $roup an$ earn un&imited income6
Aavin$ used the product yourse&f7 you convinced other customers about its
$ood :ua&ity and fu&&y exp&ain the concept of *,( business to them6 (any of them
wi&& consider it worth whi&e to purchase the 1it and become distributors of this
business6 Bou sponsor such ea$er person7 $et his app&ication form fi&&ed and supp&y a
1it to him7 p&ease note that you have to sponsor at &east two distributorC in you down
&ineD to $et your income6 8hen the two distributors sponsored by you7 wi&& sponsor to
new distributors to each to form their down &ine6 In this way7 the $roup wi&& expand6
8he bi$$er your $roup the $reater wi&& be your business and income6 (aximum use
and repurchase of product you and your down &iners wi&& ma1e your business
consistent and $rowin$6
RCM BUSINESS
8he company distribute up to -"< of its business va&ue to its distributors every
month7 out of this your share is determined by the business of your $roup6 2i$$er the
business of your $roup7 $reat wi&& be your income6 Aere your $roup means7 a&& the
persons in your down &ine6 Suppose you started your business by sponsorin$ E.9 and
E296 then E.9 sponsored E,9 and E'9 and E29 sponsored EE9 and E596 Later7 ,7 '7 E7+57
sponsored other persons6 .s they proceed further7 a&& these persons come in your
$roup6 0hen any distributor of this $roup purchases the product7 for own use7 sharin$
with others7 when there is a new joinin$7 a&& this wi&& be counted in your business6
'istributor of this $roup purchases the product7 for own use7 sharin$ with others7
when there is a new joinin$7 a&& this wi&& be counted in your business6
8he foundation must be stron$7 for the bui&din$ to the stron$ and stab&e6 . tree can not
deve&op we&& without $ood manner in its roots6 In the same way7 there are two
foundation pi&&ars to $et desired resu&t in *,( business6
+AIT=
RCM BUSINESS
5aith in your enterprise is essentia& for success6 Aowever7 it shou&d not be a
b&ind faith6 One must examine the system we&& and ensure that the business in rea&ity
is of the type bein$ professed and it wi&& yie&d $ood resu&ts as envisa$ed6 One must be
fu&&y satisfied about the company7 :ua&ity of products and the rates6 .&so one must
c&ear&y understand7 how new distributors are sponsored and commission is ca&cu&atedF
0hat are up &ine7 down &ine and cross &ineF Aow business is to be carried out income
$eneratedF One shou&d remove a&& doubts and then join the business with fu&& faithG
(ore ever one shou&d not be &ed astray by sayin$s of a third person6 .fter joinin$ if
some doubts arise one shou&d find out the factua& position7 rather than &oose faith in
the business
COMMITMENT
RCM BUSINESS
0e must ma1e firm commitment that it is our own business and we are wi&&in$&y
doin$ it for our own $ood6 0hen we start any business by investin$ money and
settin$ up a&& infrastructures7 we do not c&ose it simp&y on somebody9s disprova&6
Some times7 if our business doesn9t run we&&6 0e thin1 about means of improvin$6 0e
are not disheartened by temporary f&uctuations in the business6 8his is because7 we
start the business with a commitment with *,( 2usiness7 and then on&y we can
pro$ress6 8he successfu& distributors in this business are those who enter with a firm
sense of commitment6
5or success in *,( 2usiness it is essentia& to &earn and impart trainin$ to others6 Bou
have amp&e means to &earnH meetin$s7 active up &ine7 audio-tapes6 Iideo-,'7 boo1s
and other printed materia&6 Bou must ma1e fu&& use of a&& these means7 some important
tips are presented here as fo&&ows6
? P&annin$
RCM BUSINESS
? =se the too&s
? .ttend meetin$ and seminar
? =se the product
? 8a1e the initiative
? 'on9t ma1e fa&se promises
? Impressive persona&ity
? Patience
? (ana$ement of time and money
? Pro$ress of down &ine
? Positive thin1in$
? *easonab&e support
? Experience
? .ppropriate consu&tancy
? Practica& truths
? ,onsistency
RCM BUSINESS
PRO,UCTS O+ T=E RIG=T CONCEPT MAR?ETING
RCM BUSINESS
RCM BUSINESS
RCM BUSINESS
SAMPLING
? Pop(lat$o08 existin$ customers of *,( business6
? Sa/ple (0$t&
? Sa/pl$06 &$7e8 "## units
? Sa/pl$06 Metho)8 ,onvenient *andom Samp&in$
4. Re&ear#h Metho)olo6*8
,ata &o(r#e8
Primary data - Existin$ customers
Survey C/uestionnaireD
• Secondary 'ata - *eports from re&ated
websites7 ,ompany reports7
• .rea of research - 2e&$aum ,ity
*esearch .pproach - Survey (ethod
*esearch Instrument- /uestionnaire
Samp&e P&an - Persona& Interview
Samp&e =nit - .&& existin$ customer
Samp&in$ (ethod - ,onvenience Samp&in$
Samp&e Si%e - "## units6
RCM BUSINESS
MEASURING TOOL
? Simp&e percenta$e method usin$ SPSS 0indows Student Iersion ""6# and
(S-Exce&6
-. Be0e'$t& o' the pro"e#t
• 8he study he&ps to 1now the customer satisfaction &eve& and its impact
on sa&es with respect to *,( products at 2e&$aum city6
• ,ompany wi&& come to 1now what customers prefer6
• 8o devise the p&ans to increase the sa&es6
L$/$tat$o0&8
? 8he study is been restricted to the existin$ customers of the *i$ht ,oncept
(ar1etin$ business at 2e&$aum
? 8he :uestions as1ed as re$ards to emp&oyees were answered hesitant&y or
were just avoided6
? 8he findin$s are pure&y based on the information that has been provided by
the business and the existin$ customers6
RCM BUSINESS
ANALSIS
1< =o4 )$) *o( #o/e to A0o4 a!o(t RCMB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) +r$e0)& .2 .2.5 .2.5 .2.5
Relat$%e& 2- 2-.5 2-.5 21.5
other& 13 13.5 13.5 155.5
Total 155 155.5 155.5
RCM BUSINESS
How did you come to know about RCM?
How did you come to know about RCM?
others Relatives Friends
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
#!
"5
6"
A0al*&$&8
RCM BUSINESS
5rom the above $raph it is c&ear that7 62< respondents are inf&uenced by
5riends7 and 23< respondents from re&atives7 ")< from others6
2< =o4 o'te0 )o *o( /aAe *o(r p(r#ha&eB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) CeeAl* 32 32.5 32.5 32.5
Mo0thl* .4 .4.5 .4.5 3..5
O0#e $0 1- )a*& 4 4.5 4.5 155.5
Total 155 155.5 155.5
How o$ten do you make %urchase?
How o$ten do you make %urchase?
&nce in #5 days Monthly 'eekly
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
6
!"
A0al*&$&8
5rom the above $raph it is c&ear that7 6-< respondents purchase month&y7 )2
respondents wee1&y and -< purchase once in "3 days6
RCM BUSINESS
3< =o4 4o(l) *o( rate the @(al$t* o' RCM pro)(#tB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Goo) 34 34.5 34.5 34.5
Ver* 6oo) .2 .2.5 .2.5 3..5
A%era6e 4 4.5 4.5 155.5
Total 155 155.5 155.5
How would you rate the quality o$ RCM %roduct?
How would you rate the quality o$ RCM %roduct?
(vera)e *ery )ood +ood
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
6"
!
A0al*&$&8
5rom the above $raph it is c&ear that7 62< respondents said the :ua&ity of the *,(
products are very $ood7 )-< $ood and -< avera$e6
RCM BUSINESS
4< ,o *o( 6et the re@($re) pro)(#t at the RCMB
+re@(e0#* Per#e0t Val$)
Per#e0t
C(/(lat$%e
Per#e0t
Val$) e& 155 155.5 155.5 155.5
,o you )et the required %roduct at the RCM?
,o you )et the required %roduct at the RCM?
-es
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents $et the re:uired product at the
*,( out&et6
RCM BUSINESS
-< ,o *o( 6et the $0#e0t$%e re6(larl*B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) e& 24 24.5 24.5 24.5
No 1. 1..5 1..5 155.5
Total 155 155.5 155.5
,o you )et incentive re)ularly?
,o you )et incentive re)ularly?
/o -es
F
r
e
q
u
e
n
c
y
#00
.0
60
0
"0
0
#6
.
A0al*&$&8
5rom the above $raph it is c&ear that7 ?-< respondents $et the incentive re$u&ar&y and
"6< respondents wi&& not $et the incentive re$u&ar&y6
RCM BUSINESS
.< C$ll *o( re#o//e0) the RCM !(&$0e&& to other&B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) *e& 155 155.5 155.5 155.5
'ill you recommend the RCM business to others?
'ill you recommend the RCM business to others?
-es
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents re#o//e0) the RCM !(&$0e&& to
other&6
RCM BUSINESS
1< =a%e *o( #o0t$0(e) the #ha$0 o' *o(r /e/!er&h$pB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) *e& 155 155.5 155.5 155.5
Have you continued the chain o$ your membershi%?
Have you continued the chain o$ your membershi%?
-es
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents #o0t$0(e) the #ha$0 o' *o(r
/e/!er&h$p6
RCM BUSINESS
2< ,oe& the RCM o(tlet& pro%$)e &(''$#$e0t $0'or/at$o0 a!o(t 0e4 pro)(#t&B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) e& .. ...5 ...5 ...5
No 34 34.5 34.5 155.5
Total 155 155.5 155.5
,oes the RCM outlets %rovide su$$icent in$ormation about new %roduct?
,oes the RCM outlets %rovide su$$icent in$ormation about new %roduct?
/o -es
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
!
66
A0al*&$&8
5rom the above $raph it is c&ear that7 66< respondents wi&& $et the &(''$#$e0t $0'or/at$o0
a!o(t 0e4 pro)(#t& 'ro/ the RCM o(tlet&7 and )-< respondents wi&& not $et the
information from the *,( out&ets6
RCM BUSINESS
3< =o4 )o *o( rate the &er%$#e o' RCMB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Goo) 14 14.5 14.5 14.5
A%era6e 2. 2..5 2..5 155.5
Total 155 155.5 155.5
How do you rate the service o$ RCM?
How do you rate the service o$ RCM?
(vera)e +ood
F
r
e
q
u
e
n
c
y
.0
60
0
"0
0
"6
7
A0al*&$&8
5rom the above $raph it is c&ear that7 -< respondents rate the service of *,( as
$ood7 and 26< respondents rate the *,( as avera$e6
RCM BUSINESS
"#D Are the RCM o(tlet& $0 the Bel6a(/ #$t* are #o0%e0$e0t to rea#hB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) e& .2 .2.5 .2.5 .2.5
No 32 32.5 32.5 155.5
Total 155 155.5 155.5
(re the RCM outlets in the 0el)aum city are convenience to reach?
(re the RCM outlets in the 0el)aum city are convenience to reach?
/o -es
F
r
e
q
u
e
n
c
y
.0
70
60
50
0
!0
"0
#0
0
!"
6.
A0al*&$&8
5rom the above $raph it is c&ear that7 6?< respondents a$ree that the *,( out&ets are
#o0%e0$e0t to rea#h $0 Bel6a(/ city6 )2< respondents to&d that the out&ets are not
#o0%e0$e0t to rea#h $0 Bel6a(/ #$t*.
RCM BUSINESS
11< ,$&pla* o' the pro)(#t& $0 the RCM o(tlet&B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Or6a0$7e) 155 155.5 155.5 155.5
,is%lay o$ the %roducts in the RCM outlets?
,is%lay o$ the %roducts in the RCM outlets?
&r)anised
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents said the )$&pla* o' the pro)(#t&
$0 the RCM o(tlet& $& 4ell or6a0$7e).
RCM BUSINESS
12< I a/ &at$&'$e) 4$th the RCM pro)(#t&9 I......................
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Stro06l* a6ree 3. 3..5 3..5 3..5
A6ree .4 .4.5 .4.5 155.5
Total 155 155.5 155.5
1 am satis$ide with the RCM %roducts2 133333333333333333333
1 am satis$ide with the RCM %roducts2 133333333333333333333
()ree 4tron)ly a)ree
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
6
!6
A0al*&$&8
5rom the above $raph it is c&ear that7 6-< respondents a$reed with the RCM
pro)(#t&7 and )6< respondents are stron$&y a$reed with the *,( products6
RCM BUSINESS
13< Ch$#h 'a#tor )o *o( #o0&$)er 4h$le p(r#ha&$06 RCM pro)(#t&B
A0al*&$&8
2y the above $raph the more number of the customers $ive preference whi&e
purchasin$ the product to product :ua&ity6 8hey have $iven "
st
ran1 to the product
:ua&ity7 2
nd
ran1 to the incentive )
rd
ran1 to the price7 -
th
ran1 to the avai&abi&ity of the
product7 3
th
ran1 to the service of the *,( business6
RCM BUSINESS
+IN,INGS
1. 62< respondents are inf&uenced by 5riends7 and 23< respondents from
re&atives7 ")< from others6 2y this it is c&ear that 5riends inf&uences more
than others6
2. 6-< respondents purchase month&y7 )2< respondents wee1&y and -<
purchase once in "3 days6 So by this it is c&ear that more number of
customers wi&& purchase *,( products month&y
3. 6-< respondents said the :ua&ity of the *,( products are very $ood7 )2<
$ood and -< avera$e6 2y this it is c&ear that a& most a&& the customers are
satisfied with the *,( products6 .nd a&so we can say the products of *,(
business are $ood :ua&ity6
4. "##< respondents $et the re:uired product at the *,( out&et6 2y this we
can say a&& the products are avai&ab&e at the *,( out&ets6
-. ?-< respondents $et the incentive re$u&ar&y and "6< respondents wi&& not
$et the incentive re$u&ar&y6
.. "##< respondents re#o//e0) the RCM !(&$0e&& to other&6 So by this it is c&ear
a&& the customers of the *,( are satisfied so they wi&& recommend the *,(
business to others6
1. "##< respondents #o0t$0(e) the #ha$0 o' *o(r /e/!er&h$p6 .&& the existin$
customers of the *,( are satisfied with the *,( business7 and they
continued the chain of membership6
RCM BUSINESS
2. -< respondents rate the service of *,( as $ood7 and 26< respondents rate
the *,( as avera$e6 So by this we can say the *,( service is $ood6
3. 66< respondents wi&& $et the &(''$#$e0t $0'or/at$o0 a!o(t 0e4 pro)(#t& 'ro/ the
RCM o(tlet&7 and )-< respondents wi&& not $et the information from the
*,( out&ets6 2y this we can say the most of the customers wi&& $et the
information from the *,( out&ets7 some of them may not $et because the
shop1eeper boys are not so much educated7 they may not $ive information
15. 6?< respondents are #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the Bel6a(/ city6
)2< respondents are not #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the Bel6a(/ #$t*.
2y this we can say the most of the customers are $ettin$ difficu&ty to reach the *,(
out&ets6
11. "##< respondents said the )$&pla* o' the pro)(#t& $0 the RCM o(tlet& $& 4ell
or6a0$7e). 2y this we can say the *,( out&ets are neat&y or$ani%ed6
12. 6-< respondents a$reed with the RCM pro)(#t&7 and )6< respondents are
stron$&y a$reed with the *,( products6 So by this the a&& the existin$
members of the *,( business are satisfied with the *,( products6
13. 2y the above $raph the more number of the customers $ive preference whi&e
purchasin$ the product to product :ua&ity6 8hey have $iven "
st
ran1 to the
product :ua&ity7 2
nd
ran1 to the incentive )
rd
ran1 to the price7 -
th
ran1 to the
avai&abi&ity of the product7 3
th
ran1 to the service of the *,( business6 So
product :ua&ity p&ays main important ro&e6
RCM BUSINESS
RECOMMEN,ATIONS
"6 8he *,( out&ets shou&d 1eep their service &eve& the same what they are
$ivin$ now7 as the customers are satisfied with the present service6
26 *,( shou&d 1eep the product :ua&ity the same or increase the :ua&ity as
customers are satisfied with the :ua&ity of product6
)6 *,( can a&so thin1 of increasin$ the number of out&ets7 as most of the of
the customers are facin$ prob&em to reach the *,( out&ets6
-6 8he out&ets are situated near to mar1et and no out&ets are there in (ahantesh
na$ar7 >ehru na$ar7 etc6
RCM BUSINESS
Co0#l(&$o0
.ccordin$ to the study conducted7 it shows from the ana&ysis and findin$s that
majority of the existin$ customers are satisfied with the *,( products and *,(
business6 .nd a&so a&& the customers continued the chain of membership6 2ut some
of the existin$ customers are $ettin$ prob&ems to reach the *,( out&ets6 In
2e&$aum city tota&&y 6 out&ets are there7 but the out&ets are not divided accordin$
to the north7 east7 west and south %one of 2e&$aum6 So the customers are $ettin$
difficu&ty to reach the *,( out&ets6 So I su$$est the *,( out&ets are to be
divided accordin$ to the 7o0al 4$&e6 So that the existin$ customers at the 2e&$aum
city can ab&e reach the *,( out&ets easi&y6 .nd a&so the *,( business can attract
the customers throu$h out the 2e&$aum6
RCM BUSINESS
D(e&t$o00a$re 'or ,eter/$0$06 C(&ter &at$&'a#t$o0 a0) $t& $/pa#t o0
&ale& at RCM $0 Bel6a(/ C$t*
>ame of the customer
"D Aow did you come to 1now about *,(F
GD 5riends 2D *e&ations )D Others
2D Aow often do you purchase the *,( ProductsF
"D 0ee1&y 2D month&y )D Once in a "3 days
)D Aow wou&d you rte the :ua&ity of *,( productF
"D ;ood 2D very $ood )D avera$e -D worst
-D 'o you $et the re:uired product at the *,( out&etF
"D Bes 2D >o
6D 'o you $et the incentive re$u&ar&yF
"D Bes 2D >o
D 0i&& you recommend the *,( business to othersF
"D Bes 2D >o
?D Aave you continued the chain of your membershipF
"D Bes 2D >o
!D 'oes the *,( out&et provide sufficient information about new productsF
"D Bes 2D >o
"#D Aow do you rate the service of *,(F
RCM BUSINESS
;ood 2ad .vera$e
""D .re the *,( out&ets in the 2e&$aum city are connivance to reachF
"D Bes 2D >o
"2D 'isp&ay of the products in the *,( out&etsF
"D Or$ani%ed 2D unor$ani%ed
")D 0hich factor do you consider whi&e purchasin$ *,( productsF
"D Product :ua&ity
2D Incentive
)D Service of the *,(
-D *easonab&e Price
3D .vai&abi&ity of the product at *,( out&ets6
RCM BUSINESS
B$!l$o6raph*
"6 (ar1etin$ research .6 Parusharaman
26 ,onsumer behaviour - Phi&ip Jot&ar
)6 service mar1etin$- Kithma&
"6 0eb sites@
www6rcmbusiness6com
www6customersatisfactionsurvey
26 Project report writin$-
*ampa& + ;upta
)6 Effective project mana$ement-
-6 Project mana$ement + contro&-
>arendra Sin$h
RCM BUSINESS
RCM BUSINESS
RCM BUSINESS
RCM BUSINESS
doc_978717976.doc
Company has selected Textile product for this type of marketing, as it is the basic necessity of every house hold. The company’s founders have a vast experience in the field of textile production.
RCM BUSINESS
CONTENTS
Sl.NO. TITLES PAGE No.
I.
Chapter 1
? Executive Summary
? Introduction
? Literature review
? Purpose of the study
? Scope of the study
? Objectives of the study
2-6
-!
!-!
"#-"#
""-""
""-""
""-""
II.
Chapter 2
? Or$ani%ation Profi&e
? Or$ani%ation chart
? Samp&in$
? 'ata co&&ection methods
? (easurin$ too&s
"2-2)
2)-2)
2)-2)
2)-2)
III. Chapter 3
? *esu&t +discussion with ,harts + $raphs
? Summary
? *ecommendation
? ,onc&usion
2--)!
-#--"
-2--2
-)--)
IV. Chapter 4
? .ppendix
• /uestionnaire
• ,ode sheet
? 0ee1&y Pro$ress *eport
? 2ib&io$raphy
-----
-3--6
---
RCM BUSINESS
RESEARCH PROCEDURE
This study follows the procedure as shown below:
? Identifying research objectives:
? Collecting related literature:
? Establishing research framework:
? Executing data collection and analysis:
? Making recommendations and:
? Drawing conclusions.
PROJECT OUTLINE
This project consists of four chapters. Chapter I serve as an introduction to the whole
study, pointing out the, statement of the problem, literature review, purpose of the
study, scope of the study, objectives of the study. Chapter II, the organization profile,
organization chart, sampling, research design, data collection method & measuring
tools. Chapter III not only elaborates on the research method and research framework,
but also includes graphs, charts, summary, conclusion and some recommendations
and suggestions. Finally chapter IV carries appendix in that questionnaire, code sheets
and also bibliography.
RCM BUSINESS
EXECUTIVE SUMMAR
(4s 5ashion Suitin$s Pvt6 Ltd6 of ,hhabra in 2hi&wara7 *ajstan7 ventured a new
business in the name of *,( 2usiness6 8he concept envisa$es the benefit of every
consumer by providin$ him an opportunity to earn whi&e purchasin$6 In this business
the company ta1es responsibi&ity of manufacturin$ whi&e the wor1 of advertisin$ and
mar1etin$ is &eft with consumers6 8hus the consumers themse&ves promote business
and earn by enhancin$ the income to any &eve& by their own efforts6
,ompany has se&ected 8exti&e product for this type of mar1etin$7 as it is the
basic necessity of every house ho&d6 8he company9s founders have a vast experience
in the fie&d of texti&e production6 ,ompany introduced $ood :ua&ity 5(,; in 2##2 to
enhance the business opportunities and provide more benefit to the consumer6 In order
to increase the opportunities or earnin$ there is continuous extension in ran$e of
premium :ua&ity 5(,; to provide dai&y reasonab&e price is company9s main
objective6 ,ompany9s hi$h mana$eria& efficiency7 wide distribution networ1 spread a&&
over the country7 hu$e infrastructure of computers wi&& enab&e to accomp&ish this
mission6 8his c&ear&y demonstrates that the $roup is $enuine&y concerned and
dedicated to the overa&& pro$ress distributors6 ,ompany has made tremendous records
in the fie&d of (u&ti&eve& (ar1etin$ by ma1in$ efforts to $et a&& products made in its
own brand name and specified :ua&ity7 by ma1in$ the p&an + po&icies more beneficia&
in increasin$ networ17 by $ivin$ time to time $uide&ines to distributors7 and by savin$
them hurd&es + difficu&ties6
8o ma1e the business &on$ &astin$ in Indian conditions company has ta1en care of
fa&&owin$ points6
? Products of $enera& uti&ity
RCM BUSINESS
? 2est :ua&ity and techni:ue used
? reasonab&e price for :ua&ity products
? income on every purchase
? month&y distribution up to -"< business va&ue
? no chance of &oss to consumers an any &eve&6
O!"e#t$%e& o' the &t()*
• 8o study the customer satisfaction &eve& with respect to RCM products6
• 8o 1now how peop&e are aware of RCM 2=SI>ESS6
• 8o 1now the factors inf&uencin$ the sa&es of *,( P*O'=,8S6
• 8o 1now customers opinion with re$ards to the *,( products6
=sin$ primary data and secondary data7 throu$h ,onvenience *andom Samp&in$
survey is conducted on existin$ customers of *,( 2=SI>ESS6
.fter this research study7 we wi&& be ab&e to understand that the customer satisfaction
and +IN,INGS
1. 62< respondents are inf&uenced by 5riends7 and 23< respondents from
re&atives7 ")< from others6 2y this it is c&ear that 5riends inf&uences more than
others6
2. 6-< respondents purchase month&y7 )2< respondents wee1&y and -< purchase
once in "3 days6 So by this it is c&ear that more number of customers wi&&
purchase *,( products month&y
3. 6-< respondents said the :ua&ity of the *,( products are very $ood7 )2< $ood
and -< avera$e6 2y this it is c&ear that a& most a&& the customers are satisfied
RCM BUSINESS
with the *,( products6 .nd a&so we can say the products of *,( business are
$ood :ua&ity6
4. "##< respondents $et the re:uired product at the *,( out&et6 2y this we can
say a&& the products are avai&ab&e at the *,( out&ets6
-. ?-< respondents $et the incentive re$u&ar&y and "6< respondents wi&& not $et
the incentive re$u&ar&y6
.. "##< respondents re#o//e0) the RCM !(&$0e&& to other&6 So by this it is
c&ear a&& the customers of the *,( are satisfied so they wi&& recommend the
*,( business to others6
1. "##< respondents #o0t$0(e) the #ha$0 o' *o(r /e/!er&h$p6 .&& the existin$
customers of the *,( are satisfied with the *,( business7 and they continued
the chain of membership6
2. -< respondents rate the service of *,( as $ood7 and 26< respondents rate the
*,( as avera$e6 So by this we can say the *,( service is $ood6
3. 66< respondents wi&& $et the &(''$#$e0t $0'or/at$o0 a!o(t 0e4 pro)(#t& 'ro/
the RCM o(tlet&7 and )-< respondents wi&& not $et the information from the
*,( out&ets6 2y this we can say the most of the customers wi&& $et the
information from the *,( out&ets7 some of them may not $et because the
shop1eeper boys are not so much educated7 they may not $ive information
RCM BUSINESS
15. 6?< respondents are #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the Be6a(/
city6 )2< respondents are not #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the
Bel6a(/ #$t*. 2y this we can say the most of the customers are $ettin$
difficu&ty to reach the *,( out&ets6
11. "##< respondents said the )$&pla* o' the pro)(#t& $0 the RCM o(tlet& $& 4ell
or6a0$7e). 2y this we can say the *,( out&ets are neat&y or$ani%ed6
12. 7 6-< respondents a$reed with the RCM pro)(#t&7 and )6< respondents are
stron$&y a$reed with the *,( products6 So by this the a&& the existin$ members
of the *,( business are satisfied with the *,( products6
13. 2y the above $raph the more number of the customers $ive preference whi&e
purchasin$ the product to product :ua&ity6 8hey have $iven "
st
ran1 to the
product :ua&ity7 2
nd
ran1 to the incentive )
rd
ran1 to the price7 -
th
ran1 to the
avai&abi&ity of the product7 3
th
ran1 to the service of the *,( business6 So
product :ua&ity p&ays main important ro&e6
RCM BUSINESS
RECOMMEN,ATIONS
"6 8he *,( out&ets shou&d 1eep their service &eve& the same what they are $ivin$
now7 as the customers are satisfied with the present service6
26 *,( shou&d 1eep the product :ua&ity the same or increase the :ua&ity as
customers are satisfied with the :ua&ity of product6
)6 *,( can a&so thin1 of increasin$ the numbers of out&ets7 as most of the out&ets
are situated near to mar1et and no out&ets are there in (ahantesh na$ar7 >ehru
na$ar7 etc6
Co0#l(&$o0
.ccordin$ to the study conducted7 it shows from the ana&ysis and findin$s that
majority of the existin$ customers are satisfied with the *,( products and *,(
business6 .nd a&so a&& the customers continued the chain of membership6 2ut some
of the existin$ customers are $ettin$ prob&ems to reach the *,( out&ets6 In
2e&$aum city tota&&y 6 out&ets are there7 but the out&ets are not divided accordin$
to the north7 east7 west and south %one of 2e&$aum6 So the customers are $ettin$
difficu&ty to reach the *,( out&ets6 So I su$$est the *,( out&ets are to be
divided accordin$ to the 7o0al 4$&e6 So that the existin$ customers at the 2e&$aum
city can ab&e reach the *,( out&ets easi&y6 .nd a&so the *,( business can attract
the customers throu$h out the 2e&$aum6
RCM BUSINESS
I0tro)(#t$o08
Project consists of customer satisfaction and its impact on sa&es@-
C(&to/er &at$&'a#t$o0 a0) $t& $/pa#t o0 &ale&
,ustomers are the 1in$ of the mar1et6 ,ustomer satisfaction is the first and
foremost thin$ in retai&in$ mar1et6 Gett$06 the #(&to/er9 reta$0$069 e0ha0#$067 are
the main steps of customer re&ationship mana$ement6 In retai&in$ mar1et the ,*(
p&ays main ro&e for retainin$ customers6 0e shou&d ma1e the customers as &oya&
customers by enhancin$ them7 so that the &oya& customer wi&& spread the positive word
to other new customers7 then automatica&&y we wi&& $et new customers to our
business6
=nderstandin$ of customer behavior ma1es mar1et easier6 ,ustomer
comp&aints are not persona&6 It is re$ardin$ a product or service or the process system
invo&ved in ma1in$ products or p&annin$ services
So $ettin$ a new customer is more difficu&t than retainin$ a &oya& customer6
So instead of $ettin$ new customer7 satisfyin$ a present customer is more important6
,ustomer satisfaction has more impact on sa&es6 If the present customer
satisfied then our sa&es wi&& increase7 otherwise sa&es wi&& decrease6 So by this we can
say customer satisfaction has more impact on sa&es6
*,( is the customer &in1in$ mar1et7 or it is a&so ca&&ed as chain business6
So for chain business the satisfaction of customer p&ays main ro&e to maintain
business6 If one existin$ customer satisfied then he4she wi&& spread the opinion about
RCM BUSINESS
the business to other two or many customers6 So here the satisfaction of existin$
customer is important6
5or doin$ new business the new customer wi&& en:uire about the business
before joinin$ the business6 Ae wi&& as1 to his friends about the business6 .nd the
customers more be&ieved in other existin$ customer opinion7 so in this a&so the
satisfaction of existin$ customer is important6
Each and every business u&timate aim is to $et the more profit6 So to $et
more profit the business shou&d attract more customers7 for attractin$ the customers
the more profit the business shou&d attract more customers7 for attractin$ the
customers the satisfaction of existin$ customers p&ays main ro&e6 8he e:$&t$06
#(&to/er &at$&'a#t$o0 ha& /ore $/pa#t o0 &ale&.
5or satisfyin$ the customer we shou&d understand the needs and wants of the
customer6 .ccordin$ to them we shou&d produce the products6 0e shou&d understand
what customer accepts from the business because the customers are the 1in$ of the
mar1et6 0ith out customer mar1et wi&& not exist7 with out mar1et the customers a&so
not exist6 So both are depend on each other6
. customer has many expectations from the business6 8hey have the
expectations &i1e7 durin$ pre-purchase7 durin$ service encounter7 durin$ post
purchase6 So the customers expects from the business in above three sta$es6 2efore
purchasin$ the products the customers wi&& as1 to others7 if they $et $ood opinion
about the products then they wi&& purchase6 .fter purchasin$ the products a&so7 if the
customer satisfy then he4she wi&& $o for next purchase6 .fter purchasin$ the customers
wi&& eva&uate the product or service6 In the &ast sta$e if he satisfy then they wi&& spread
the positive word to the other customers7 if not they may not $o for purchasin$ a$ain6
RCM BUSINESS
So the business may &oose the customer &i1e this6 If he4she satisfies then he may $et
other two or more customers6
L$terat(re re%$e4
=nderstandin$ of customer behavior ma1es mar1et easier6 ,ustomer comp&aints are
not persona&6 It is re$ardin$ a product or service or the process system invo&ved in
ma1in$ products or p&annin$ services6 ,*( focuses on meetin$ individua& needs of
customers6 8he s1i&& re:uires bui&din$ a customer database and doin$ data minin$ to
detector trends7 se$ments7 and individua& needs6 0e shou&d understand the customers7
who buys7 when do they buy7 why do they buy is important in the mar1et6 0e shou&d
understand the customer preference6 ,ustomer preference may be due to difference in
economic demo$raphic7 and psycho&o$ica& factors6 .n eva&uation is made on the basis
of the products function7 appearance7 cost7 and so on6 C(&to/er Sat$&'a#t$o0 I0)e:
;CSI< is $enera&&y ca&cu&ated based on mar1et research6 It is 1nown that7 a satisfied
customer wi&& inf&uence five more persons to buy the products4service6 0hereas a
dissatisfied customer wi&& express his4her emotions to e&even persons6 So the
satisfaction of one customer is more important6
So the &at$&'a#t$o0 o' the e:$&t$06 #(&to/er ha& /ore $/pa#t o0 &ale&.
RCM BUSINESS
PURPOSE O+ T=E STU,
Aere our main purpose is to assess the customer satisfaction and its impact on sa&es of
*,( business7 at 2e&$aum6 .nd $ivin$ the recommendations to the measures to
increase the satisfaction &eve&
SCOPE O+ T=E STU,
? 8he study wi&& revea& the customer satisfaction and its impact on sa&es at the *i$ht
,oncept (ar1etin$6
? 8he study wi&& he&p to 1now the impact of the customers satisfaction on sa&es6
? 8he study wi&& he&p to 1now the improvements to be made in the *i$ht ,oncept
(ar1etin$ to satisfy the customers6
OB>ECTIVES O+ T=E STU,
• 8o study the customer satisfaction &eve& with respect to RCM products6
• 8o 1now how peop&e are aware of RCM 2=SI>ESS6
• 8o 1now the factors inf&uencin$ the sa&es of *,( P*O'=,8S6
• 8o 1now customers opinion with re$ards to the *,( products6
RCM BUSINESS
Or6a0$7at$o0 pro'$le
(4s 5ashion Suitin$ Pvt6 Ltd6 of ,hhabra in 2hi&wara7 *ajasthan7 ventured a new
business in the name of *,( 2usiness6 8he concept envisa$es the benefit of every
consumer by providin$ him an opportunity to earn whi&e purchasin$6 In this business
the company ta1es responsibi&ity of manufacturin$ whi&e the wor1 of advertisin$ and
mar1etin$ is &eft with consumers6 8hus the consumers themse&ves promote business
and earn by enhancin$ the income to any &eve& by their own efforts6
,ompany has se&ected 8exti&e product for this type of mar1etin$7 as it is the
basic necessity of every house ho&d6 8he company9s founders have a vast experience
in the fie&d of texti&e production6 ,ompany introduced $ood :ua&ity 5(,; in 2##2 to
enhance the business opportunities and provide more benefit to the consumer6 In order
to increase the opportunities or earnin$ there is continuous extension in ran$e of
premium :ua&ity 5(,; to provide dai&y reasonab&e price is company9s main
objective6 ,ompany9s hi$h mana$eria& efficiency7 wide distribution networ1 spread a&&
over the country7 hu$e infrastructure of computers wi&& enab&e to accomp&ish this
mission6 8his c&ear&y demonstrates that the $roup is $enuine&y concerned and
dedicated to the overa&& pro$ress distributors6 ,ompany has made tremendous records
in the fie&d of (u&ti&eve& (ar1etin$ by ma1in$ efforts to $et a&& products made in its
own brand name and specified :ua&ity7 by ma1in$ the p&an + po&icies more beneficia&
in increasin$ networ17 by $ivin$ time to time $uide&ines to distributors7 and by savin$
them hurd&es + difficu&ties6
RCM BUSINESS
SALIENT +EATURE O+ RIG=T CONCEPT MAR?ETING
1< ,irect dea&in$ between manufacture and consumers6 >o midd&e &in1s and
hence no possibi&ity of dup&icate products6
2< >o need of outside advertisements6 In the traditiona& mar1etin$ system fa&se
advertisement are used for pub&icity which is done by those peop&e who do
not have even use of products6 8hus raisin$ the costs of products to doub&e-
trip&e than actua& cost6
3< In this system no individua& is $ranted monopo&y ri$hts for business6 Every
consumer is free to do his own mar1etin$ and earn from it6 8hus this is a
vast opportunity for a&&
4< 8here is no bindin$ of fixed timin$s6 . person can uti&i%e his spare time for
this business as he has to simp&y exp&ain this concept to other persons6
-< >o de$ree or :ua&ification is essentia& for wor1in$ in this system6 8he on&y
re:uirement is a persons desire to wor1 sincere&y and earn by ethica& means6
.< 8here is no competition with others7 rather business pro$ress by mutua&
cooperation6
1< In this business7 you need not maintain any account6 8he company maintains
computeri%ed accounts of a&& distributors6
2< *,( distributors do not re:uire any resources and staff6 8hus no ris1 is
invo&ved in this business6
RCM BUSINESS
RCM BUSINESS
8o ma1e the business &on$ &astin$ in Indian conditions company has ta1en care of
fa&&owin$ points6
? Products of $enera& uti&ity
? 2est :ua&ity and techni:ue used
? reasonab&e price for :ua&ity products
? income on every purchase
? month&y distribution up to -"< business va&ue
? no chance of &oss to consumers an any &eve&6
8hat is why *,( business has earned unbrea1ab&e faith amon$ its &acs of distributors
RCM BUSINESS
In this business7 nothin$ extra is to be done6 8he consumers wi&& have to simp&y shift to *,(
brand :ua&ity products6 2y purchasin$ *,( products7 consumers $et a si$nificant part in the
profits6 8hey $et best :ua&ity at a reasonab&e price6 8his messa$e is to be
In this business7 nothin$ extra is to be done6 8he consumers wi&& have to simp&y shift
to *,( brand :ua&ity products6 2y purchasin$ *,( products7 consumers $et a
si$nificant part in the profits6 8hey $et best :ua&ity at a reasonab&e price6 8his
messa$e is to be communicated to consumers without exp&icit advertisin$7 by word of
mouth6
RCM BUSINESS
The pro#e)(re to "o$0 RCM !(&$0e&& $& @($te &$/ple8
Bou have to fi&& up an app&ication form under the sponsorship of an existin$
distributor and purchase the 1it containin$ *,( business product6 8hen you a&so
become a distributor and $et your own distributor code6 >ow you can further expand
your $roup an$ earn un&imited income6
Aavin$ used the product yourse&f7 you convinced other customers about its
$ood :ua&ity and fu&&y exp&ain the concept of *,( business to them6 (any of them
wi&& consider it worth whi&e to purchase the 1it and become distributors of this
business6 Bou sponsor such ea$er person7 $et his app&ication form fi&&ed and supp&y a
1it to him7 p&ease note that you have to sponsor at &east two distributorC in you down
&ineD to $et your income6 8hen the two distributors sponsored by you7 wi&& sponsor to
new distributors to each to form their down &ine6 In this way7 the $roup wi&& expand6
8he bi$$er your $roup the $reater wi&& be your business and income6 (aximum use
and repurchase of product you and your down &iners wi&& ma1e your business
consistent and $rowin$6
RCM BUSINESS
8he company distribute up to -"< of its business va&ue to its distributors every
month7 out of this your share is determined by the business of your $roup6 2i$$er the
business of your $roup7 $reat wi&& be your income6 Aere your $roup means7 a&& the
persons in your down &ine6 Suppose you started your business by sponsorin$ E.9 and
E296 then E.9 sponsored E,9 and E'9 and E29 sponsored EE9 and E596 Later7 ,7 '7 E7+57
sponsored other persons6 .s they proceed further7 a&& these persons come in your
$roup6 0hen any distributor of this $roup purchases the product7 for own use7 sharin$
with others7 when there is a new joinin$7 a&& this wi&& be counted in your business6
'istributor of this $roup purchases the product7 for own use7 sharin$ with others7
when there is a new joinin$7 a&& this wi&& be counted in your business6
8he foundation must be stron$7 for the bui&din$ to the stron$ and stab&e6 . tree can not
deve&op we&& without $ood manner in its roots6 In the same way7 there are two
foundation pi&&ars to $et desired resu&t in *,( business6
+AIT=
RCM BUSINESS
5aith in your enterprise is essentia& for success6 Aowever7 it shou&d not be a
b&ind faith6 One must examine the system we&& and ensure that the business in rea&ity
is of the type bein$ professed and it wi&& yie&d $ood resu&ts as envisa$ed6 One must be
fu&&y satisfied about the company7 :ua&ity of products and the rates6 .&so one must
c&ear&y understand7 how new distributors are sponsored and commission is ca&cu&atedF
0hat are up &ine7 down &ine and cross &ineF Aow business is to be carried out income
$eneratedF One shou&d remove a&& doubts and then join the business with fu&& faithG
(ore ever one shou&d not be &ed astray by sayin$s of a third person6 .fter joinin$ if
some doubts arise one shou&d find out the factua& position7 rather than &oose faith in
the business
COMMITMENT
RCM BUSINESS
0e must ma1e firm commitment that it is our own business and we are wi&&in$&y
doin$ it for our own $ood6 0hen we start any business by investin$ money and
settin$ up a&& infrastructures7 we do not c&ose it simp&y on somebody9s disprova&6
Some times7 if our business doesn9t run we&&6 0e thin1 about means of improvin$6 0e
are not disheartened by temporary f&uctuations in the business6 8his is because7 we
start the business with a commitment with *,( 2usiness7 and then on&y we can
pro$ress6 8he successfu& distributors in this business are those who enter with a firm
sense of commitment6
5or success in *,( 2usiness it is essentia& to &earn and impart trainin$ to others6 Bou
have amp&e means to &earnH meetin$s7 active up &ine7 audio-tapes6 Iideo-,'7 boo1s
and other printed materia&6 Bou must ma1e fu&& use of a&& these means7 some important
tips are presented here as fo&&ows6
? P&annin$
RCM BUSINESS
? =se the too&s
? .ttend meetin$ and seminar
? =se the product
? 8a1e the initiative
? 'on9t ma1e fa&se promises
? Impressive persona&ity
? Patience
? (ana$ement of time and money
? Pro$ress of down &ine
? Positive thin1in$
? *easonab&e support
? Experience
? .ppropriate consu&tancy
? Practica& truths
? ,onsistency
RCM BUSINESS
PRO,UCTS O+ T=E RIG=T CONCEPT MAR?ETING
RCM BUSINESS
RCM BUSINESS
RCM BUSINESS
SAMPLING
? Pop(lat$o08 existin$ customers of *,( business6
? Sa/ple (0$t&
? Sa/pl$06 &$7e8 "## units
? Sa/pl$06 Metho)8 ,onvenient *andom Samp&in$
4. Re&ear#h Metho)olo6*8
,ata &o(r#e8
Primary data - Existin$ customers
Survey C/uestionnaireD
• Secondary 'ata - *eports from re&ated
websites7 ,ompany reports7
• .rea of research - 2e&$aum ,ity
*esearch .pproach - Survey (ethod
*esearch Instrument- /uestionnaire
Samp&e P&an - Persona& Interview
Samp&e =nit - .&& existin$ customer
Samp&in$ (ethod - ,onvenience Samp&in$
Samp&e Si%e - "## units6
RCM BUSINESS
MEASURING TOOL
? Simp&e percenta$e method usin$ SPSS 0indows Student Iersion ""6# and
(S-Exce&6
-. Be0e'$t& o' the pro"e#t
• 8he study he&ps to 1now the customer satisfaction &eve& and its impact
on sa&es with respect to *,( products at 2e&$aum city6
• ,ompany wi&& come to 1now what customers prefer6
• 8o devise the p&ans to increase the sa&es6
L$/$tat$o0&8
? 8he study is been restricted to the existin$ customers of the *i$ht ,oncept
(ar1etin$ business at 2e&$aum
? 8he :uestions as1ed as re$ards to emp&oyees were answered hesitant&y or
were just avoided6
? 8he findin$s are pure&y based on the information that has been provided by
the business and the existin$ customers6
RCM BUSINESS
ANALSIS
1< =o4 )$) *o( #o/e to A0o4 a!o(t RCMB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) +r$e0)& .2 .2.5 .2.5 .2.5
Relat$%e& 2- 2-.5 2-.5 21.5
other& 13 13.5 13.5 155.5
Total 155 155.5 155.5
RCM BUSINESS
How did you come to know about RCM?
How did you come to know about RCM?
others Relatives Friends
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
#!
"5
6"
A0al*&$&8
RCM BUSINESS
5rom the above $raph it is c&ear that7 62< respondents are inf&uenced by
5riends7 and 23< respondents from re&atives7 ")< from others6
2< =o4 o'te0 )o *o( /aAe *o(r p(r#ha&eB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) CeeAl* 32 32.5 32.5 32.5
Mo0thl* .4 .4.5 .4.5 3..5
O0#e $0 1- )a*& 4 4.5 4.5 155.5
Total 155 155.5 155.5
How o$ten do you make %urchase?
How o$ten do you make %urchase?
&nce in #5 days Monthly 'eekly
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
6
!"
A0al*&$&8
5rom the above $raph it is c&ear that7 6-< respondents purchase month&y7 )2
respondents wee1&y and -< purchase once in "3 days6
RCM BUSINESS
3< =o4 4o(l) *o( rate the @(al$t* o' RCM pro)(#tB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Goo) 34 34.5 34.5 34.5
Ver* 6oo) .2 .2.5 .2.5 3..5
A%era6e 4 4.5 4.5 155.5
Total 155 155.5 155.5
How would you rate the quality o$ RCM %roduct?
How would you rate the quality o$ RCM %roduct?
(vera)e *ery )ood +ood
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
6"
!
A0al*&$&8
5rom the above $raph it is c&ear that7 62< respondents said the :ua&ity of the *,(
products are very $ood7 )-< $ood and -< avera$e6
RCM BUSINESS
4< ,o *o( 6et the re@($re) pro)(#t at the RCMB
+re@(e0#* Per#e0t Val$)
Per#e0t
C(/(lat$%e
Per#e0t
Val$) e& 155 155.5 155.5 155.5
,o you )et the required %roduct at the RCM?
,o you )et the required %roduct at the RCM?
-es
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents $et the re:uired product at the
*,( out&et6
RCM BUSINESS
-< ,o *o( 6et the $0#e0t$%e re6(larl*B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) e& 24 24.5 24.5 24.5
No 1. 1..5 1..5 155.5
Total 155 155.5 155.5
,o you )et incentive re)ularly?
,o you )et incentive re)ularly?
/o -es
F
r
e
q
u
e
n
c
y
#00
.0
60
0
"0
0
#6
.
A0al*&$&8
5rom the above $raph it is c&ear that7 ?-< respondents $et the incentive re$u&ar&y and
"6< respondents wi&& not $et the incentive re$u&ar&y6
RCM BUSINESS
.< C$ll *o( re#o//e0) the RCM !(&$0e&& to other&B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) *e& 155 155.5 155.5 155.5
'ill you recommend the RCM business to others?
'ill you recommend the RCM business to others?
-es
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents re#o//e0) the RCM !(&$0e&& to
other&6
RCM BUSINESS
1< =a%e *o( #o0t$0(e) the #ha$0 o' *o(r /e/!er&h$pB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) *e& 155 155.5 155.5 155.5
Have you continued the chain o$ your membershi%?
Have you continued the chain o$ your membershi%?
-es
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents #o0t$0(e) the #ha$0 o' *o(r
/e/!er&h$p6
RCM BUSINESS
2< ,oe& the RCM o(tlet& pro%$)e &(''$#$e0t $0'or/at$o0 a!o(t 0e4 pro)(#t&B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) e& .. ...5 ...5 ...5
No 34 34.5 34.5 155.5
Total 155 155.5 155.5
,oes the RCM outlets %rovide su$$icent in$ormation about new %roduct?
,oes the RCM outlets %rovide su$$icent in$ormation about new %roduct?
/o -es
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
!
66
A0al*&$&8
5rom the above $raph it is c&ear that7 66< respondents wi&& $et the &(''$#$e0t $0'or/at$o0
a!o(t 0e4 pro)(#t& 'ro/ the RCM o(tlet&7 and )-< respondents wi&& not $et the
information from the *,( out&ets6
RCM BUSINESS
3< =o4 )o *o( rate the &er%$#e o' RCMB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Goo) 14 14.5 14.5 14.5
A%era6e 2. 2..5 2..5 155.5
Total 155 155.5 155.5
How do you rate the service o$ RCM?
How do you rate the service o$ RCM?
(vera)e +ood
F
r
e
q
u
e
n
c
y
.0
60
0
"0
0
"6
7
A0al*&$&8
5rom the above $raph it is c&ear that7 -< respondents rate the service of *,( as
$ood7 and 26< respondents rate the *,( as avera$e6
RCM BUSINESS
"#D Are the RCM o(tlet& $0 the Bel6a(/ #$t* are #o0%e0$e0t to rea#hB
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) e& .2 .2.5 .2.5 .2.5
No 32 32.5 32.5 155.5
Total 155 155.5 155.5
(re the RCM outlets in the 0el)aum city are convenience to reach?
(re the RCM outlets in the 0el)aum city are convenience to reach?
/o -es
F
r
e
q
u
e
n
c
y
.0
70
60
50
0
!0
"0
#0
0
!"
6.
A0al*&$&8
5rom the above $raph it is c&ear that7 6?< respondents a$ree that the *,( out&ets are
#o0%e0$e0t to rea#h $0 Bel6a(/ city6 )2< respondents to&d that the out&ets are not
#o0%e0$e0t to rea#h $0 Bel6a(/ #$t*.
RCM BUSINESS
11< ,$&pla* o' the pro)(#t& $0 the RCM o(tlet&B
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Or6a0$7e) 155 155.5 155.5 155.5
,is%lay o$ the %roducts in the RCM outlets?
,is%lay o$ the %roducts in the RCM outlets?
&r)anised
F
r
e
q
u
e
n
c
y
#"0
#00
.0
60
0
"0
0
#00
A0al*&$&8
5rom the above $raph it is c&ear that7 "##< respondents said the )$&pla* o' the pro)(#t&
$0 the RCM o(tlet& $& 4ell or6a0$7e).
RCM BUSINESS
12< I a/ &at$&'$e) 4$th the RCM pro)(#t&9 I......................
+re@(e0#* Per#e0t Val$) Per#e0t C(/(lat$%e
Per#e0t
Val$) Stro06l* a6ree 3. 3..5 3..5 3..5
A6ree .4 .4.5 .4.5 155.5
Total 155 155.5 155.5
1 am satis$ide with the RCM %roducts2 133333333333333333333
1 am satis$ide with the RCM %roducts2 133333333333333333333
()ree 4tron)ly a)ree
F
r
e
q
u
e
n
c
y
70
60
50
0
!0
"0
#0
0
6
!6
A0al*&$&8
5rom the above $raph it is c&ear that7 6-< respondents a$reed with the RCM
pro)(#t&7 and )6< respondents are stron$&y a$reed with the *,( products6
RCM BUSINESS
13< Ch$#h 'a#tor )o *o( #o0&$)er 4h$le p(r#ha&$06 RCM pro)(#t&B
A0al*&$&8
2y the above $raph the more number of the customers $ive preference whi&e
purchasin$ the product to product :ua&ity6 8hey have $iven "
st
ran1 to the product
:ua&ity7 2
nd
ran1 to the incentive )
rd
ran1 to the price7 -
th
ran1 to the avai&abi&ity of the
product7 3
th
ran1 to the service of the *,( business6
RCM BUSINESS
+IN,INGS
1. 62< respondents are inf&uenced by 5riends7 and 23< respondents from
re&atives7 ")< from others6 2y this it is c&ear that 5riends inf&uences more
than others6
2. 6-< respondents purchase month&y7 )2< respondents wee1&y and -<
purchase once in "3 days6 So by this it is c&ear that more number of
customers wi&& purchase *,( products month&y
3. 6-< respondents said the :ua&ity of the *,( products are very $ood7 )2<
$ood and -< avera$e6 2y this it is c&ear that a& most a&& the customers are
satisfied with the *,( products6 .nd a&so we can say the products of *,(
business are $ood :ua&ity6
4. "##< respondents $et the re:uired product at the *,( out&et6 2y this we
can say a&& the products are avai&ab&e at the *,( out&ets6
-. ?-< respondents $et the incentive re$u&ar&y and "6< respondents wi&& not
$et the incentive re$u&ar&y6
.. "##< respondents re#o//e0) the RCM !(&$0e&& to other&6 So by this it is c&ear
a&& the customers of the *,( are satisfied so they wi&& recommend the *,(
business to others6
1. "##< respondents #o0t$0(e) the #ha$0 o' *o(r /e/!er&h$p6 .&& the existin$
customers of the *,( are satisfied with the *,( business7 and they
continued the chain of membership6
RCM BUSINESS
2. -< respondents rate the service of *,( as $ood7 and 26< respondents rate
the *,( as avera$e6 So by this we can say the *,( service is $ood6
3. 66< respondents wi&& $et the &(''$#$e0t $0'or/at$o0 a!o(t 0e4 pro)(#t& 'ro/ the
RCM o(tlet&7 and )-< respondents wi&& not $et the information from the
*,( out&ets6 2y this we can say the most of the customers wi&& $et the
information from the *,( out&ets7 some of them may not $et because the
shop1eeper boys are not so much educated7 they may not $ive information
15. 6?< respondents are #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the Bel6a(/ city6
)2< respondents are not #o0%e0$e0#e to rea#h the RCM o(tlet& $0 the Bel6a(/ #$t*.
2y this we can say the most of the customers are $ettin$ difficu&ty to reach the *,(
out&ets6
11. "##< respondents said the )$&pla* o' the pro)(#t& $0 the RCM o(tlet& $& 4ell
or6a0$7e). 2y this we can say the *,( out&ets are neat&y or$ani%ed6
12. 6-< respondents a$reed with the RCM pro)(#t&7 and )6< respondents are
stron$&y a$reed with the *,( products6 So by this the a&& the existin$
members of the *,( business are satisfied with the *,( products6
13. 2y the above $raph the more number of the customers $ive preference whi&e
purchasin$ the product to product :ua&ity6 8hey have $iven "
st
ran1 to the
product :ua&ity7 2
nd
ran1 to the incentive )
rd
ran1 to the price7 -
th
ran1 to the
avai&abi&ity of the product7 3
th
ran1 to the service of the *,( business6 So
product :ua&ity p&ays main important ro&e6
RCM BUSINESS
RECOMMEN,ATIONS
"6 8he *,( out&ets shou&d 1eep their service &eve& the same what they are
$ivin$ now7 as the customers are satisfied with the present service6
26 *,( shou&d 1eep the product :ua&ity the same or increase the :ua&ity as
customers are satisfied with the :ua&ity of product6
)6 *,( can a&so thin1 of increasin$ the number of out&ets7 as most of the of
the customers are facin$ prob&em to reach the *,( out&ets6
-6 8he out&ets are situated near to mar1et and no out&ets are there in (ahantesh
na$ar7 >ehru na$ar7 etc6
RCM BUSINESS
Co0#l(&$o0
.ccordin$ to the study conducted7 it shows from the ana&ysis and findin$s that
majority of the existin$ customers are satisfied with the *,( products and *,(
business6 .nd a&so a&& the customers continued the chain of membership6 2ut some
of the existin$ customers are $ettin$ prob&ems to reach the *,( out&ets6 In
2e&$aum city tota&&y 6 out&ets are there7 but the out&ets are not divided accordin$
to the north7 east7 west and south %one of 2e&$aum6 So the customers are $ettin$
difficu&ty to reach the *,( out&ets6 So I su$$est the *,( out&ets are to be
divided accordin$ to the 7o0al 4$&e6 So that the existin$ customers at the 2e&$aum
city can ab&e reach the *,( out&ets easi&y6 .nd a&so the *,( business can attract
the customers throu$h out the 2e&$aum6
RCM BUSINESS
D(e&t$o00a$re 'or ,eter/$0$06 C(&ter &at$&'a#t$o0 a0) $t& $/pa#t o0
&ale& at RCM $0 Bel6a(/ C$t*
>ame of the customer
"D Aow did you come to 1now about *,(F
GD 5riends 2D *e&ations )D Others
2D Aow often do you purchase the *,( ProductsF
"D 0ee1&y 2D month&y )D Once in a "3 days
)D Aow wou&d you rte the :ua&ity of *,( productF
"D ;ood 2D very $ood )D avera$e -D worst
-D 'o you $et the re:uired product at the *,( out&etF
"D Bes 2D >o
6D 'o you $et the incentive re$u&ar&yF
"D Bes 2D >o
D 0i&& you recommend the *,( business to othersF
"D Bes 2D >o
?D Aave you continued the chain of your membershipF
"D Bes 2D >o
!D 'oes the *,( out&et provide sufficient information about new productsF
"D Bes 2D >o
"#D Aow do you rate the service of *,(F
RCM BUSINESS
;ood 2ad .vera$e
""D .re the *,( out&ets in the 2e&$aum city are connivance to reachF
"D Bes 2D >o
"2D 'isp&ay of the products in the *,( out&etsF
"D Or$ani%ed 2D unor$ani%ed
")D 0hich factor do you consider whi&e purchasin$ *,( productsF
"D Product :ua&ity
2D Incentive
)D Service of the *,(
-D *easonab&e Price
3D .vai&abi&ity of the product at *,( out&ets6
RCM BUSINESS
B$!l$o6raph*
"6 (ar1etin$ research .6 Parusharaman
26 ,onsumer behaviour - Phi&ip Jot&ar
)6 service mar1etin$- Kithma&
"6 0eb sites@
www6rcmbusiness6com
www6customersatisfactionsurvey
26 Project report writin$-
*ampa& + ;upta
)6 Effective project mana$ement-
-6 Project mana$ement + contro&-
>arendra Sin$h
RCM BUSINESS
RCM BUSINESS
RCM BUSINESS
RCM BUSINESS
doc_978717976.doc