1

A
PROJECT REPORT
ON “A STUDY ON CUSTOMER SATISFACTION”

For
“ SENSENATURE COLD PRESSED OIL ”
IN PARTIAL FULFILMENT OF
BACHELOR OF BUSINESS ADMINISTRATION
(T.Y.B.B.A.)

SAVITRIBAI PHULE PUNE UNIVERSITY

SUBMITTED TO

K.V. N NAIK SHIKSHAN PRASARAK SANSTHA’S

ARTS, COMMERCE AND SCIENCE COLLEGE
CANADA CORNER, NASHIK – 02

UNDER GUIDANCE OF

MS. PRATIKSHA AVHAD

ACADEMIC YEAR
2023-2024
PREPARED BY
GANESH CHAUDHARI
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K. V. N. Naik Shikshan Prasarak Sanstha’s

Art’s, Commerce & Science College
Canada Corner, Nashik-422002
Website: - www.kvnacs.org Phone: - 0253-2576692
NAAC Reaccredited ‘B++’ Grade
…………………………………………………………………..

CERTIFICATE
This is to certify that, Mr./MsG
GANESHG
of TYBBA (Marketing / Finance / Human Resource Management)Class has
Prepared & Submitted Project Report on topic
satisfactorily
For during the
academic year 2023-2024 (Semester- VI) and same has examined andsigned by the
in- charge.

Seat No: -
Date: -

Project In-charge Internal Examiner

Head of dept. External Examiner

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ACKNOWLEDGEMENT

I would like to express my special thank of gratitude to all those who gives me the golden
opportunity to do these wonderful project on the topic of A STUDY ON

CUSTOMER SATISFACTION OF SENSENATURE COLD PRESSED OIL.

who helped in doing a lot of research an I came to know about so many new things I
am really thankfull.
Secondly I would like to thank my teacher Ms. PRATIKSHA AVHAD who helped me
a lot in finalysing this project with in the limited the time frame.

All of the faculties, office staff and the library staff of K.V.NAIK College ,NASHIK
and friends who helped me in some and other way in making this project

THANKYOU.

PLACE: NASHIK
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DECLARATION:

I GANESH CHAUDHARI hereby declares that the project report entitled on “A

STUDY ON
CUSTOMER SATISFACTION OF SENSENATURE COLD PRESSED OIL”
prepared by me under guidance of Ms. PRATIKSHA AVHAD faculty of BBA
DEPARTMENT K.V.NAIK SHIKSHAN PRASARAK SANSTHANS ARTS,
COMMERCE, SCIENCE COLLEGE. I also declares that this project work is towards
the partial fullfilment of the university regulations for the awards of degree of bachelors
of business administration in SAVITRIBAI PHULE UNIVERSITY. I further declares
that this project is based on the original study undertaken by me under telephonic
conversation with the staff of SENSENATURE employees and had submitted for the
award of any degree/diploma from any other university of institution.

GANESH CHAUDHARI
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INDEX

Chapter Title Page.no

Chapter 1 Introduction to topic

1.1 Basic theoretical concept
Selection of topic
1.2 Objectives of study
1.3 Limitations of study
1.4
Chapter 2 Company profile
2.1 Name & address of organization
2.2 Vision & mission of organization
2.3 History of organization
2.4 Products of organization

Chapter 3 Research methodology

3.1 Concept & definition of research
3.2 Research methodology for project
Research chart

Chapter 4 Data Analysis & Interpretation

Chapter 5 Conclusion

Chapter 6 suggestions

Chapter 7 Bibliography

Chapter 8 Questionaire
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INTRODUCTION TO TOPIC

Basic theoretical concept:

Customer satisfaction is defined as a measurement that determines how happy customers are with a
company’s products, services, and capabilities. Customer satisfaction information, including surveys and
ratings, can help a company determine how to best improve or changes its products and services.

An organization’s main focus must be to satisfy its customers. This applies to industrial firms, retail and
wholesale businesses, government bodies, service companies, nonprofit organizations, and every
subgroup within an organization.

• Customer loyalty. When your customers are satisfied, they believe in the brand and
become loyal. ...
• Support pillars. ... • Sales revenue. ...
• Boost brand reputation and popularity for benefits of customer satisfaction. ...
• Reduce marketing expenses.

More importantly, Farris’s definition comes with two implications. First, it makes it clear that customer
satisfaction is not just an abstract concept. You can put a number on it. Second, it talks about specified
satisfaction goals. It’s up to us to define what these satisfaction goals are and hence, they are going to vary from
product to product or service to service, and both product and service if you are a SaaS company.

Most importantly, the book also says that customer satisfaction is a leading indicator of consumer purchase
intentions and loyalty. Leading indicators are measurable factors that precede an event or lead to a result. In this
case, they precede and build up to increasing buying intentions and product loyalty.

Customer satisfaction = (perceived performance, buyer’s expectations)

Here, customer satisfaction is a function of perceived performance and expectations. Perceived performance is
the consumer’s belief about the product or service experience. Buyer’s expectations, on the other hand, are
influenced by:

Performance of the product in the recent past

Word of mouth, recommendations or testimonials

Reviews
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SELECTION OF TOPIC:

Selection of the topic is one of the important jobs before starting with the project work. It is difficult to
decide which topic should be selected so that it would be beneficial for both the Organization as well as
me so as to gain maximum practical knowledge.

Training Program are the main mechanism through which individual goals & aspirations can be
integrated with organizational goals, such integration's can be achieved only when training is linked
with organizational requirements, which should be carried out in a systematic manner.
Taking into consideration all these points the topic selected is " CUSTOMER SATISFACTION OF
COLD PRESS OIL " as my project title. Is a cardinal tool by means of which the competency of the
employees can be developed to survive in the world of cut-throat competition.

Human factor is one of the most valuable assets of any organization therefore , Management has to take
initiative to develop employees skills, knowledge, ability , attitude , competencies, and efficiencies so
as to strengthen its human resource.
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Objectives of study
• To study the Customer satisfaction is the most important business objective and driving force
behind all the achievements during the lifecycle of a business.
• To analyses the Customer satisfaction can be measured by various means like surveys,
feedback, etc.
• To study the ultimate goal of good customer service is to increase sales and customer loyalty.
• To study the Beginning interaction with a customer with a friendly demeanor, good
communication skills, and a willingness to help and answer questions goes a long way toward
getting their business.
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Limitations of study

The main aim of the study was to assess the factors that lead to poor limitations writing in a research
paper by research scholars.

The following limitations are faced by the researcher during the study:

• The study is limited by the size of the sample. As the sample size is very small i.e 50, which is the true
representative of the study.

• Level of accuracy of the results of research is restricted to the accuracy level with which the customers
have given their answers and the accuracy level cannot be predicted.

• Time constraint is also there.

• • Most of the customers could not give me enough time to fill up questionnaire. Also they are not
willing to provide appropriate data.
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COMPANY PROFILE

Name & address of organization:

COMPANY LOGO

NAME SENSENATURE

ADRESS Shop No. 3, Building No. 1, Tirupati Town Housing Society,

Gangapur Rd, Behind Akashwani Tower, Nashik,
Maharashtra 422013
FOUNDER SAIRAJ SUNIL VEER
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Vision & mission of organization

• Vision: Cold pressed oil in every home and workplace

• Mission: Cold pressed oil mission is to operate in existing and new Business which capitalize
onthe Brand and corporate image of reliability and integrity.

• Value: Commitment to Quality, Customer Orientation, Dedication & Commitment,

Discipline, Honesty & Integrity, Learning Organisation, Openness & Transparency, Respect
/ Care & concern for people, Teamwork trust.
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History of organization
Sensenature cold pressed oil is extracted at room temperature, and hence no need for refinement.
Sensenature cold pressed oils to have original aroma, taste, and colour no amount of heat is involved in the
process of extraction of oil. The seeds which are used in the making process are picked from the
farmer’s market and brought to our manufacturing unit. All means of cleanliness is taken care of at our
manufacturing unit gloves, mask, and sensitization. Quantity and Quality check is done before and after
oil is manufactured. Sensenature cold pressed oil is non-filtered oil, it’s only strained through a fine hole
strainer. Considering oil unhealthy is a mere misconception, what kind of oil you are consuming makes
the difference.

Sensenature cold pressed oil is packed in food-grade bottles which are safe to use and bottles are
sanitized and safely packed with all safety measures to the prevention of any sort of leakage. Every
sensenature cold pressed oil bottle is a power pack of micronutrients in itself which reaches your doorstep
without losing its natural essence. By choosing Sensenature cold-pressed oils you add nutritional value to
food and let your health experience the goodness of natural oils.
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Products of organization
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ORGANIZATION CHART :

Mr. Sairaj Sunil Veer

Saili Veer Shera Bica Sneha Wavre Aniket Thomare Ganesh Bhosale
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Research methodology
Concept & definition of research
Research methodology is a way of explaining how a researcher intends to carry out their research. It's a
logical, systematic plan to resolve a research problem. A methodology details a researcher's approach to
the research to ensure reliable, valid results that address their aims and objectives. It encompasses what
data they're going to collect and where from, as well as how it's being collected and analyzed.

MEANING:

Research methodology is a way to systematically solve the research problem. It may be

understood as a science of the study how research is done scientifically. The various steps that
are generally adopted by researcher in study his research problem along with the logic behind
them. It is necessary for the researcher to know not only the research method or techniques but
also the methodology. Thus when we talk of research methodology we not only talk at the
research methods but also consider the logic behind the methods we use in the contest of our
research and explain why we are using particular method or techniques and why

we are not using other so that research are capable of being evaluate either by research himself or
by other.
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Research methodology for project

During olden times, a long cylindrical contraption known as ‘ghani’ was used to extract oil from oilseeds.
As per the book A Historical Dictionary of Indian Food by K.T. Achaya, ghani was a mortar and pestle
device made of stone or wood. It used a perambulating animal to extract oil under pressure from oil-
bearing seeds. This was considered as the simplest method for cold pressing oils out of a seed because it
didn’t involve the generation of too much heat. Recently, extraction machines have replaced ghanis that
use excessive heat thereby generating high quantities of oil. In such cases, the quality may suffer. Cold-
pressed oils are of higher quality because the temperature during the processing does not rise to a level
that produces adverse effects on the ingredients. During the pressing process, heat is necessarily released.
But the temperature may not exceed 49 °C (120 °F) for the oil to be designated as cold pressed. When
oils are extracted in this way, it retains its genuine flavour, aroma, and nutrients.

Type of Data: There are main two types of data, Primary data are those, which are collected for the first
time and thus happen to be original in character.
Secondary data on the other hand are those, which have already been collected by someone in the past.
For this research study we have used primary data.

Sample size of my project: 50

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RESEARCH CHART:

1. Type of research Exploratory research

2. Area of research Nashik
3. Sampling method Customer satisfaction
4. Sample size 50
5. Sampling method Simple random
6. Source: Questionnaire: face to face
1.primary data communication,websites,etc.
2.secondary data
7. Analysis of data Percentages
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DATA ANALYSIS AND INTERPRETATION:
Is OIL product is more useful in daily to daily use?

Response Number of response

Yes 30
No 10
Not response 10

Response chat

Yes No Not response

INTERPRETATION

From the above analysis 30 responses 80% responded are saying yes and 10% responded saying
no and there will be 10% responded who did no answer for the products.
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How do you come to know about OIL products?

Promotion No. of. Customer

Advertisement 25
Colleagues references 15
Any other specific 10

About product

Advertisement Colleagues references Any other specific

INTERPRETATION

From the above study 25% of respondents from Advertisement, 15% of respondents from
Colleagues and 10% of respondent from any other specific people.
Reason to Respondent to buy OIL products?
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Reason No of customer
To update house 35
To gift 5
Festival 10

Resason to Buy

Advertisement Colleagues references Any other specific

INTERPERTATION

From the above table we can observed that 35% of responded purchase the electronic product for
To update the house and 5% of responded buy the product for to gift and remaining 10% of
responded purchase the product for festival time.

Which factors behind the purchase the OIL product?

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Factor No of customer
Good satisfaction over the product 30
High quality of product 15
Reasonable price 5

Customer satisfaction

Advertisement Colleagues references Any other specific

INTERPERTATION

From the above study to observe that 30% responded has to satisfaction over the products and 15%
responded has purchases the product for high quality of product and remaining 5% of responded
purchased the product for reasonable price.
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Who influence you buying decision?

Factors No of customer
Advertisement 33
Company marketing team 10
Family 7

Influence

Advertisement Colleagues references Any other specific

INTERPERTATION

From the above chat we observe that 33% of responded are influenced through Advertisement of
the product 10% responded they are influenced to the marketing team of the company and
remaining 7% responded influence family to buy product.
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Are you satisfied the towards the staff knowledge about the product?

Opinion No of customer
Yes 35
No 15

Staff knowledge

Advertisement Colleagues references

INTERPERTATION

From above analysis we can observe that 35% responded indicated Yes which shows that the more number of
responded are satisfied to the knowledge of the sales executive and remaining15% of responded indicated No, so
we can conclude that company has to work more.
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Are you satisfied with after sales service?

Opinion No of customer
Yes 30
No 20

Satisfaction level

Advertisement Colleagues references

INTERPERTATION

From the above analysis we can observe that, 30%% of the respondents indicated YES which
shows that the more number of respondents are satisfied with the After Sales Service and
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remaining 20% respondents indicated NO, so we can conclude that company has to work for
After sales service.
If any other brand provides with better services will you go for that brand ?

opinion No of customer
Yes 25
No 15
May be 10

Advertisement Colleagues references Any other specific

INTERPERTATION
According to pie chart given 25% that is almost everyone would shift to a different brand if
Better services are provided.
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Which advertising strategy most preferred by company?

Opinion No of customer
TV advertising 20
Banner advertising 8
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Advertising strategy

TV advertising Banner advertising

Social media advertising Influence advertising

INTERPRETATION:

According to pie chart 20% responded has says TV advertising is best for advertising,8% responded
has say banner advertising is effective,10% responded agree to say Social media marketing is
effective and remaining 12% responded agree Influence marketing is effective
 CONCLUSION:

All this is just a glimpse of the numerous benefits of cold pressed oils. The list isn’t limited to many
other benefits that can help you lead a fit and healthy lifestyle. At nayesha mills, we offer pure
natural cold pressed cooking oils extacted through traditional extraction methods.

e
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SUGGESTION:

• The company needs to bring out innovation and attractive schemes to keep space with
thecompetitors; company can tie up with some organizations etc. After sales services are one of the
least ranked factors i.e. consumer are not satisfied withso efforts should be made to deal with the
service.least ranked factors i.e. consumer are not satisfied withso efforts should be made to deal with
the service.
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BIBLIOGRAPHY

• www.google.com www. sensenature.com

• www.wikipedia.com
.
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QUESTIONARY

• How can you tell the quality of cold-pressed oil?

• What is the market potential of cold-pressed oil?

• What is the purpose of cold-pressed oils?

• What is the shelf life of cold-pressed oils?

• What is the future of cold pressed oil in India?

• Which is the best cold pressed oil in your shop?

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