“A STUDY ON CUSTOMER SATISFACTION OF MILMA

PRODUCTS WITH REFERENCE TO PIRAVOM

MUNCIPALITY”

Dissertation submitted to the MAHATMA GANDHI UNIVERSITY, KOTTAYAM

In partial fulfillment of the requirements for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

DHEERAJ KRISHNAN: (Reg. No: 180021058167)

DIYA SABU: (Reg. No: 180021058168)

DONA ELIZABETH SABU: (Reg. No: 180021058169)

ELBY KURIAN: (Reg. No: 180021058170)

ELDHO PAULOSE: (Reg. No: 180021058171)

Under the Guidance of

Mr. JOBIN GEORGE

(Asst. Professor, Department of commerce)

BASELIOS POULOSE SECOND COLLEGE

PIRAMADOM
(Affiliated to mahatma Gandhi University Kottayam, Kerala)

MARCH 2021

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 BASELIOS POULOSE SECOND COLLEGE
PIRAMADOM
(Affiliated to Mahatma Gandhi University, Kottayam)

CERTIFICATE
This is to certify that dissertation entitled “A STUDY ON CUSTOMER SATISFACTION OF
MILMA PRODUCTS WITH REFERENCE TO PIRAVOM MUNICIPALITY” is a
bonafide work done by DHEERAJ KRISHNAN: (Reg. No:180021058167), DIYA
SABU:(Reg. No: 180021058168), DONA ELIZABETH SABU: (Reg. No: 180021058169),
ELBY KURIAN: (Reg. No: 180021058170), ELDHO PAULOSE: (Reg. No: 180021058171)
submitted in partial fulfillment of the requirements for the award of Degree of Bachelor of
Commerce of Mahatma Gandhi University, Kottayam.

Mr. JOBIN GEORGE Mrs. TINTU MATHEW Mr. SINOJ O.V

(Guide) (Principal) (Head of department)

Place: Piramadom
Date:

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 DECLERATION

We, DHEERAJ KRISHNAN , DIYA SABU, DONA ELIZABETH SABU , ELBY KURIAN
& ELDHO PAULOSE, sixth semester B.com students do hereby declare that the project
entitled “A STUDY ON CUSTOMER SATISFACTION OF MILMA PRODUCTS WITH
REFERENCE TO PIRAVOM MUNICIPALITY” is a sincere record of work carried out by
us under the guidance of Mr. JOBIN GEORGE, Assistant professor, Department of commerce,
Baselios Poulose Second college, piramadom We further declare that the study has not
previously formed the basis for award of any degree, diploma or fellowship or other similar titles
of any university/ institution

DHEERAJ KRISHNAN
(Reg. No: 180021058167)

DIYA SABU
(Reg. No: 180021058168)

DONA ELIZABETH SABU

(Reg. No: 180021058169)

ELBY KURIAN
(Reg. No: 180021058170)

ELDHO PAULOSE
(Reg. No: 180021058171)

Place: Piramadom
Date:

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 ACKNOWLEDGEMENT

First off all let me offer my deepest sense of gratitude to God Almighty for being with us during
the successful completion of our work.

We are sincerely thankful to Mrs. TINTU MATHEW, Principal, Baselios Poulose Second
College, Piramadom for their support and encouragement in the completion of this work.

We express our heartfelt gratitude to Asst. Prof. SINOJ OV, Head of the Department of
commerce, Baselios Poulose Second College, Piramadom for his valuable guidance, advice and
encouragement for doing this dissertation.

We have great pleasure to express our deep sense of gratitude to Asst. Prof. Mr. JOBIN
GEORGE Department of commerce, Baselios Poulose Second College, Piramadom for his
valuable suggestions during this research work.
We are also very grateful to all the teachers in the Department of Commerce, Baselios Paulose
Second College, Piramadom who always motivated during our period of study.

Finally we extend our sincere thanks to our parents, friends and all my well wishers for their
inspiration and encouragement during the period of this study.

DHEERAJ KRISHNAN

DIYA SABU

DONA ELIZABETH SABU

ELBY KURIAN

ELDHO PAULOSE

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 CONTENTS

SL.NO CONTENTS PAGE NO:

11
1 INTRODUCTION

16
2 REVIEW OF LITERATURE

19
3 COMPANY PROFILE

27
4 FINDINGS,SUGGESTIONS AND CONCLUSIONS
DATA COLLECTION AND INTERPRETATION

5 51
FINDINGS,SUGGESTIONS AND CONCLUSIONS
 BIBLIOGRAPHY
 APPENDIX

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 LIST OF TABLES

TABLE TITLE PAGE NO:

NO:
28
4.1 Gender wise classification of respondents

29
4.2 Educational classification of the respondents

30
4.3 Occupational wise classification of the respondents

31
4.4 Awareness of subsidiary products

32
4.5 Product wise classification of the respondents

33
4.6 Product rating wise classification of the respondents

34
4.7 Price wise classification of the respondents

35
4.8 Packing wise classification of the respondents

36
4.9 Consumption wise classification of the respondents

37

4.10 Easy availability wise classification of the respondents

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 38
4.11 Frequency of buying wise classification of the
respondents

39
4.12 Satisfaction wise classification of the respondents

40
4.13 People who are using MILMA products because of
someone’s suggestion

41
4.14 Consumers interest in buying any other products

42
4.15 Recommendation wise classification

43
4.16 Factors that play a vital role in buying of MILMA
products

44
4.17 Problems faced by MILMA milk products

45
4.18 Product wise classification

46
4.19 Meeting customers demand wise classification

47
4.20 Awareness of MILMA products wise classification

48
4.21 Duration of product usage wise classification

49

4.22 Does boiling refrigerated milk loose its nutrients

50
4.23 Customer satisfaction wise classification

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 LIST OF GRAPHS

EXHIBIT TITLE PAGE

NO: NO:

28
4.1 Gender wise classification of respondents

29
4.2 Educational classification of the respondents

30
4.3 Occupational wise classification of the respondents

31
4.4 Awareness of the subsidiary products

32
4.5 Products wise classification of the respondents

33
4.6 Product rating wise classification of the respondents

34
4.7 Price wise classification of the respondents

35
4.8 Packing wise classification of the respondents

36
4.9 Consumption wise classification of the respondents

37

4.10 Easy availability wise classification of the respondents

38

4.11 Frequency of buying wise classification of the

respondents

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 39
4.12 Satisfaction wise classification of the rspondents

40
4.13 People who are using Milma products because of
someone’s suggestions

41
4.14 Consumers interest in buying any other products

42
4.15 Recommendation wise classification

43
4.16 Factors that play a vital role in buying of Milma
products

44
4.17 Problems faced by Milma products

45
4.18 Product wise classification

46
4.19 Meeting customers demand wise classification

47
4.20 Awareness of Milma products wise classification

48
4.21 Duration of product usage wise classification

49
4.22 Does boiling refrigerated milk loose its nutrients

50
4.23 Customer satisfaction wise classification

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 CHAPTER-1
INTRODUCTION

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 INTRODUCTION

Customer satisfaction and trust are two important factors which influence any market. In this
modern age it is very difficult to find a customer who is loyal to a single brand. But still there
exist some cooperative companies which can create undivided demand in the market creating a
natural monopoly. It is mainly because of the trust the customers put into it. The main objective
of this project is to study the performance of MILMA in terms of its market share, satisfaction
level of customers and dealers, customer loyalty, awareness of customers about the
homogenisation technique and to determine the factors affecting the market share of MILMA.

The brand MILMA stands for milk and a whole variety of milk products which
enjoys the confidence of every Keralite for their unmatched quality and taste. The name
also signifies the vast organization Kerala Co-operative Milk Marketing Federation
(KCMMF) whose units are spread across the villages and towns of the Kerala. MILMA
Provides job opportunities and prosperity to a large number of small farmers, which
includes women and the landless. KCMMF was established in 1980 with its headquarters
located in Thiruvananthapuram. It was initially set-up for the successful implementation of
the diary program „Operation Flood‟ under the direction of NDDB (National Diary
Development Board). Over the years, KCMMF has developed a long term health perspective for
the people of the state, people who suffer from lifestyle diseases such as diabetes and obesity. So
MILMA products are ensured balanced nutrition as well as reduced cost of healthcare. Apart
from Milk, they also launched a variety of other beverages. Founded on the basis of the great
democratic principle „Of the People, By the People and For the People‟. The primary concern
of MILMA is to provide true and hassle free service to society without incurring losses.

STATEMENT OF PROBLEM
Even after being a government organization, MILMA is still struggling to find undivided
demand in the milk market. Almost 30 other players have entered the market in the last 2
decades and are given a rough time for MILMA‟s milk supply. This can be either because of the
low commission policy provided to the dealers or the absence of a proper promotion channel.
Another reason that can be hindering MILMA‟s total market share would be customer
dissatisfaction. Also unawareness of homogenization technique and its benefits could also be
another reason why customers might prefer other brands. Hence divided market share and
customer loyalty are the major problems that the company is facing right now.

Even as the largest milk cooperative in Kerala has an excess of up to 70,000 liters
every day, private companies from the other states are pumping 3 lakh to 3.5 lakh litres of milk
into Kerala. Milma is unable to undercut competition because it pays farmers the best price in the
country .The Kerala government successfully approached the court to increase the milk price in
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2010. Procurement prices have been increased five times since then, including the move by the
present Left Democratic Front government in February last year.

SIGNIFICANCE OF STUDY
Milma has a great market share in our market. Acceptability is the hall mark of Milma products.
This study is to analyze the customer satisfaction of Milma products and suggest the company to
improve the quality of the products. The impact was so wider spread that close to about 83% of
the adult cattle of the state got converted to the new breed Sunandini , the milk production
increased by over ten times and the per capital availability of milk increased by over seven times
with over a million families dependent on milk production. The project has succeeded in
integrating better technology and management to the traditional small holder production system.
It also demonstrated how the high productive , semi stall fed cows led to spontaneous decline in
the total bovine population of the state from 34.6 lakh in 1997 to 21.86 lakh in 2003 , when the
total bovine population of India went through a sudden rise.

OBJECTIVES OF STUDY
1. To determine the awareness of homogenization process of milk among the customers.

2. To analyze the consumers satisfaction level on MILMA milk.

3. To find out customer loyalty towards MILMA and the factors affecting customer loyalty.

4. To understand the satisfaction/dissatisfaction level of dealers.

6. To find out the variety of products of milma.

SCOPE OF STUDY
This study helps to identify the factors that affect the market share of a diary product. The aim is
to find suitable relationships between trust, loyalty and satisfaction level of both the
customers as well as the dealers and to draw a conclusion on how these variable might affect
the performance of the product in the market. This study aims to develop and establish a
theoretical basis for evaluating the divided demand in the diary market. The present study is an
attempt to demonstrate the interdependence of these variables and their importance in gaining
better demand and in turn better market share.

RESEARCH AND METHODOLOGY

MILMA milk and dairy consumers are selected as samples of the research study. Milk and dairy products
are habitué food system of the humans. The reasons for selecting this topic are number of consumers
available in the region and also assess the level of consumer’s satisfaction of MILMA milk and dairy
product.

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a) DATA COLLECTION
Data collection is the process of gathering and measuring information on targeted variables in an
established system, which then enables one to answer relevant questions and evaluate
outcomes. Data collection is a research component in all study fields, including physical and
social sciences, humanities and business. Collection of data includes primary data and secondary
data:

PRIMARY DATA

Primary data is a type of data that is collected by researchers directly from main sources through
interviews, surveys, experiments, etc. Primary data are usually collected from the source—where
the data originally originates from and are regarded as the best kind of data in research.

The sources of primary data are usually chosen and tailored specifically to meet the demands or
requirements of a particular research. Also, before choosing a data collection source, things like
the aim of the research and target population need to be identified.

An interview has been prepared and scheduled for the collection of primary data directly
from the respondents. A questionnaire has been prepared for the collection of primary data.

SECONDARY DATA

Secondary data refers to data that is collected by someone other than the primary user. Common
sources of secondary data for social science include censuses, information collected by
government departments, organizational records and data that was originally collected for other
research purposes. Primary data, by contrast, are collected by the investigator conducting the
research.. We have used internet for the collection of secondary data.

b) SAMPLING METHOD
Sampling methods refer to how we select members from the population to be in the study. If
a sample isn't randomly selected, it will probably be biased in some way and the data may not be
representative of the population.

SIMPLE RANDOM SAMPLING

Simple random sampling is defined as a sampling technique where every item in the population
has an even chance and likelihood of being selected in the sample. Here the selection of items
entirely depends on luck or probability, and therefore this sampling technique is also sometimes
known as a method of chances.

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c) POPULATION

AREA OF STUDY
We have chosen piravom municipality as the area of our study.

d) SAMPLE SIZE
We have taken 50 people, who are using Milma products in piravom municipality.

e) TOOL USED FOR ANALYSIS

We have used tables, bar, diagrams and pie charts for presenting the data.

DURATION OF STUDY
We have taken one month for the submission of the project.

LIMITATIONS OF THE STUDY

 Lack of time is a major constraint of the study.
 The opinion of the respondents may not be accurate.
 Sample size is limited to get an inference.
 Unwillingness of respondents is a limiting factor.
 The survey was limited only a small geographical area of milma dairy at piravom.

CHAPTERISATION

CHAPTER 1- INTRODUCTION
This chapter deals with introduction, statement of the problem, data collection methods,
sampling method, tools used for study, duration of study, area of study etc….

CHAPTER 2- REVIEW OF LITERATURE It is a collection of interrelated concepts.

A theoretical framework guides your research, determining what you will measure and what
statistical relationships will you look for.

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CHAPTER 3-COMPANY PROFILE
A company profile is an introduction to business, and aims to tell an audience about products or
services.

CHAPTER 4- DATA ANALYSIS AND INTERPRETATION

Data analysis and interpretation is the process of assigning meaning to the collected information
and determining conclusions, significance, and implication of the findings.

CHAPTER 4 – FINDINGS SUGGESTIONS AND CONCLUSIONS

This chapter includes the important findings, the highlights of the data, especially those upon
which the conclusions should be based.

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 CHAPTER - 2
REVIEW OF LITERATURE

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Boddu Divya, (2009): A study on the competitive analysis with reference to AMUL. AMUL is
the cooperative sector of Milma. It is the institution of the farmer, for the farmer and from the
farmer. The AMUL gives pleasure to the farmer to change the own price, which was not possible
in earlier
years. The marketing work is handling by GCMMF. The production department produces the
Product the product with the help of latest technologies. The production is done
according to ISO Marks requirement. The milk procurement department gets the milk every day
two times from 92
routes and 1084 societies. For the maintenance of qualities of milk there are 167 chilling units.

Vaishal Patliputra Dugdh(2009-2011): The market survey was conducted on “Comparative

Analysis of Sudha Milk and milk products with respect to its competitors". The survey covers a
Wide range of activities and factors, which determine the response of customer about his /her
Dairy products specially, milk. The samples of 100 respondents were taken to represent the
Response of customer. The validity of the findings of this survey is limited to the period during
Which the field survey was conducted i.e. eight weeks.

Suparna Dutta & Rohit Gunjan(2010): A Comparative analysis Milk and milk products with
Respect to its competitors with special reference to SUDHA DAIRY PRODUCTS. It is about
Understanding what consumer’s wants a supplying it’s more efficiently and more conveniently.
The consumer market may be identified as the market for product and Service that are purchased
By individuals as household for their personal consumptions. Milk is typical consumer
products Purchased by Individuals for many purposes primarily making tea and sweets.
The market of
milk is also facing a competition and many companies are floating in the market with their
products with different brand names.

Lane Ely & Albert De Vries, (2005): A study on the competitive analysis of Mother Dairy’s.
This study it shows that taste being the second most important parameter effects the buying
decision of consumers. Out of 1000 households surveyed 676 people do not use MD milk since
they do not find taste appropriate. The reason for not liking the taste was that they had become
habitual of consuming either the other brands or the loose milk available from local dairies.

Jawad Saleem, (2007): Dairy is not a dedicated profession of the people, farmers is associated
With dairy and agriculture at the same time, Profitability for the farmers is very less.
Infrastructure is not developed, cooling tanks and other facilities are not available, and the large
Part of milk production is wasted. All these factors are making this industry unattractive for the
Farmers and the industry is no developing up to the mark. Only 4% of the total milk production
is
Processed and used in urban areas of the country. According to Pakistan Dairy Development
Authority.

CHUA, VANINA & FONG (2008): For the six years, all sectors in the milk industry have seen a
positive trend in value. The Powdered Milk sector is the highest among all the other sectors.
Second to this is the Milk sector followed by the Flavored Powdered Milk sector, after which is
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the Flavored Milk sector. This trend continued and still persisted by 2007. The Powdered Milk
sector had a value of P 17,214.13 million. The Milk, Flavored Milk, Powder Milk, and the
Flavored Powdered Milk sector has a value of P11,161.61, P4,663.86 ,P17,214.13, and
P9,130.65, respectively.

Naveed Ahmed,(2008): Pakistan is an agricultural country. According to Ministry of Food,

Agriculture and livestock, agriculture accounts for 20.9 percent of the GDP. Dairy industry
contributes 49% to the agriculture value and 11% to the GDP. Annual production of milk is
35.25 Billion liters in the country; But the Processed milk is only 4% of the total production.
Like other countries Dairy is not a dedicated profession of the people, farmers is associated with
dairy and agriculture at the same time, Profitability for the farmers is very less.
Mary Sowerby, (2011): Competitor analysis identifies the strengths and weaknesses of
competing products or services before starting work on prototypes. A 10 minute tour of each of 4
to 10 of the most popular competing products showing how typical tasks are achieved is
presented to a half day meeting of stakeholders.

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 CHAPTER-3

COMPANY PROFILE

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MILMA is the popular name given to Kerala Co-operative Milk Marketing Federation
(KCMMF).MILMA started its operation in 1980 with its head office at Thiruvananthapuram. It was
started under the Indo-Swiss project. The project was launched in 1963 on the basis of a bilateral
agreement executed between the Swiss Confederation and the Government of India. The project has made
great strides in the improvement of livestock farming in the state. One of them is the development of
Swiss Brown, a cross breed suited for the states conditions. The project is now managed by the Kerala
Livestock Development and Milk Marketing Board. It main motive was to implement the Operation
Flood program started by the National Diary Development Board (NDDB) in Kerala.

The project impact was so widespread that close to about 83%of the adult cattle to the state got converted
to the new breed- Sunandini, the milk production increased by over ten times and the availability of milk
increased by over 7 times with over a million families dependant on milk production. The project has
succeeded in integrating better technology and management to the traditional small holder production
system. It also demonstrated how the high productive, semi stall fed cows led to a spontaneous decline in
the total bovine population of the state from 34.6 lakh in 1977 to 21.86 lakh in 2003 when the total bovine
population of India went through an upsurge. This contributed immensely to environmental sustainability.
By demonstrating a growth model for productivity enhancement, the productivity enhancement, the
project not only impacted the million small livestock in Kerala, but also millions outside the state.

The project demonstrated revolutionary institutional changes beginning with the Indo Swiss project of
Kerala, an autonomous institution under the government of Kerala Livestock Development Board, with
the formidable dairy cooperative System under the Kerala Cooperative Milk Marketing Federation
(MILMA), under the guidance of its first managing director S. Nagarajan IAS, spun off as successful an
independent entity.

The ‘Indian dairy industry has made rapid progress since independence .a large number of
modern milk and milk products factories have been established. These organized dairies have
been successfully engaged in the routine commercial production of pasteurized milk and milk
products. India is the world’s largest milk producer that is certified by the ‘international dairy
industry’.

Dairy is a place where handling of milk and milk products is done and technology refers to the
application of scientific knowledge for practical purpose. Dairy technology has been defined as
that branch of dairy science, which deals with the processing of milk and manufacture of milk
products on an industrial scale.

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In India, dairying has been practiced as a rural cottage industry since the remote past. Semi-
commercial dairying started with the establishment of military dairy farms and co-operative milk
unions throughout the country towards the end of the nineteenth century.

During the earlier years, each household in those countries maintained its ‘family cow’ or
secured milk from its neighbor who supplied those living closed by. As the urban population
increased, fewer households could keep cow for private use. The high cost of milk production,
problems of sanitation etc, restricted the practice and gradually the family cow in the city was
eliminated and city cattle were all sent back to the rural areas.

Gradually farmers within easy driving distance began delivering milk over regular routes in the
cities. This was the beginning of fluid milk-sheds which surround the large cities of today. Prior
to the 1850s most milk was necessarily produced within a short distance of the place of
consumption because of lack of suitable means of transportation and refrigeration. The Indian
dairy industry has made rapid progress since Independence. A large number of modern milk
plants and products factories have since been established. These organizes dairies have been
successfully engaged in the routine commercial production of pasteurized bottle milk and various
Western and Indian dairy products. With modern knowledge of the protection of milk during
transportation, it became possible to locate dairies where land was less expensive and crops
could be grown more economically.

PRODUCT PROFILE OF MILMA

Milma has a range of products. A marketing chain consisting of nearly 4000 retail outlets, across
the state ensures availability of Milma’s products to consumers. Milma with its motto “Your
health is our concern” has become synonymous with assured quality of milk and milk products.
Milma’s spectrums of products adhere to the PFA rules and are released for distribution only
after stringent quality checks. Their products are;

• Milk

• Ice creams

• Curd

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• Fat products

• Beverages

• Sweets

1. MILK

A.PASTEURIED MILK

Milma pasteurized Vitamin A enriched milk comes in 3 varieties

 Fat free milk

 Toned milk which contains 3.0% fat and 8.5% SNF
 Standardized milk which contains 4.5% fat and 9.0 SNF

Conveniently packed in 500 ml and 1 liter sachets, the fat content range of Milma’s milk has
made it the popular health drink of young and old alike.

B. STERILISED FLAVOURED SKIMMED MILK

Prepared from the pasteurized milk and sweetened with sugar cane and flavoured with
cardamom. It is very tasty in chilled condition.

2. ICE CREAMS

Milma ice cream is available in a range of lip smacking flavours : Vanilla, Chocolate, Mango,
Strawberry, and Fruit & Nut.

3. CURD

It is a subsidiary product of Milma which is produced in dairies. Curd is an important milk

product produced from milk by the addition of cacture prepared in the laboratory to the skimmed
milk. Milma curd does not contain much fat in it but it contains 10.2 % SNF in it. The product is
generally marketed in 500 gram packets through a chain of wholesale and retail dealers. Each
packet of curd is sold to the wholesale and retail dealers. The maximum retail price is Rs.14.50
per packet.

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SAMBHARAM:

Sambharam (Buttermilk) contains 4.5 percent total solids and natural flavour extracts. Ideal as
thirst quencher during hot season. Prepared under hygienic conditions using fully natural
processes. It is available in 200 ml sachets.

LASSI

It is a sweetened and flavoured product prepared from curd. It is available in 200ml pack.

4. FAT PRODUCTS

A. GHEE

Milma produces good quality, pure ghee from butter or cream at all dairies.

B.BUTTER

Milma butter prepared from the cream of milk contains 81%fat and less than 15% water

5. BEVERAGES

A.TETRA PACK FLAVOURED MILK

Milma offers a range of flavoured health drinks in hygienic tetra packs. Cardamom milk has
already captured the market and are available at all Milma outlets.

B. REFRESH

In addition to health drinks Milma also has a Mango drink in the market.

6. SWEETS

A. PEDA

An indigenous milk product manufactured by evaporating water content from a whole sale cow’s
milk.

B. CREAM ROLL

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Mixtures of tasty ice cream and fruity encircled with oven fresh sponge cakes.

FUNCTIONAL DEPARTMENTS

1. QUALITY CONTROL/ ASURANCE DEPARTMENT:

Quality control department is headed by Quality Control Officer assisted by Technical

Superintendent. They check incoming and outgoing milk. Responsibilities:

 Checking the quality of raw milk.

 Determine the Fat and SNF level in the raw milk.
 Checking the quality of milk at different sit permits during the production processes.
 Ensuring quality of packed milk.
 To ensure that the supplied milk satisfies the conditions stated in process of food
adulteration act, Package commodities act and Weight and measurement.

2. PRODUCTION DEPARTMENT:

This department deals with the production activities. The production department is headed by
Technical officer (dairy).

3. TECHNICAL DEPARTMENT:

There is an engineering department to maintain the machines and other equipment installed for
the production process. This department is headed by Dairy Engineer. They are deals with
machinery maintenance, machinery operation, Vehicle scheduling, electricity, water and other
statutory requirements of the company.

Responsibilities:

 Inspection of machineries for damage.

 Repairs and maintenance of installed machines
 Ordering for the new machines and replacement of parts.
 Refrigerator and boiler maintenance

4. MARKETING DEPARTMENT:

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MRCMPU has a centralized marketing department for the whole region headed by marketing
manager at head office and dairy level marketing department in each unit is headed by marketing
manager at dairy.

Responsibilities

 New product Development.

 Forecasting of sales
 Development and Execution of market development activities.
 Developing of marketing strategies.
 Brand management
 Packaging and product development
 Coordinate promotional activities

5. FINANCE AND ACCOUNT DEPARTMENT:

It is centralized department situated in the diary and headed by Assistant Finance Manager. This
department deals with financial and accounting activities of the diary.

Responsibilities:

 Calculation and charging of depreciation to fixed asset

 Preparation of P&L A/c and Balance sheet
 Making payment to workers
 Capital Management Schemes for primary co-operative societies
 Liaison with government for availing government financial assistance

6. HUMAN RESOURCE DEPARTMENT:

The unit level Human Resource Department is headed by HR Manager. Activities like
recruitment of permanent staff training and development planning etc centralized in the P& A at
the head office. This department deals with accounting matters related to ranging from
recruitment to retention.

Responsibilities:

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 Recruitment and Selection of employees
 Providing training and development programs.
 Fixing compensation and other benefits.
 Finalize long term wage settlement, bonus
 Taking care of employee welfare activities

7. MIS AND SYSTEM DEPARTMENT:

Computers are widely used for information processing and other office automation functions.
Computer system are installed in diary for various purpose such as Milk billing, Financial
Accounting, Raw Milk Reception and Dispatch, Stores, Payroll, Plant Operation, Marketing etc.
All Diaries are interconnected with Management Information System (MIS).

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 CHAPTER - 4
DATA COLLECTION AND INTERPRETATION

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GENDER WISE CLASSIFICATION OF THE RESPONDENTS: Gender wise
classification of the respondent is used to study the respondents gender wise perception towards
the MILMA products.

SL.NO PARTICULAR NO OF RESPONSE PERCENTAGE

1 MALE 26 52
2 FEMALE 24 48
3 OTHER 0 0
TOTAL 50 100
TABLE : 4.1

0, 0%
NO OF RESPONDENTS

MALE
24, 48% FEMALE
26, 52%
OTHER

CHART:41

INTERPRETATION:
The above table shows that 52% of the customers are male and 48% are female and others were
none.

Customer satisfaction on MILMA products Page 28

EDUCATIONAL CLASSIFICATION OF THE RESPONDANTS: Educational
qualifications of respondents are used to study the educational qualification of the customers.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 BELOW 10 TH 1 2
PASS
2 10 - 12 18 36
3 GRADUATE 25 50
4 POST GRADUATE 4 8
5 ANY OTHER 2 4
TOTAL 50 100
TABLE: 4.2

EDUCATION QUALIFICATION

4, 8%
1, 2%
2, 4%
BELOW 10 TH

18, 36% 10 TO 12
GRADUATE
POST GRADUATE
25, 50% ANY OTHER

CHART: 4.2

INTERPRETATION
The above pie chart shows that below 10 th 2%, 10to 12th 36%, graduate 50%, post graduate 8%
and any other 4%.

Customer satisfaction on MILMA products Page 29

OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS: occupation
of respondents is used to study the occupation of the customers.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDANTS
1 EMPLOYEMENT 10 20
2 BUSINESS 4 8
3 PROFESSIONAL 8 16
4 ANY OTHER 21 42
5 STUDENT 7 14
TOTAL 50 100
TABLE : 4.3

OCCUPATION
14%
20%

EMPLOYEMENT
BUSINESS
8%
PROFESSIONAL
ANY OTHER
STUDENT

42%
16%

CHART: 4.3

INTERPRETATION:The above pie chart shows that 20% of the customers are involved in
employment activities.8% of the customers are involved in business, 16% of the customers are
professionals and 42% of the customers are involved in other occupations, about 14% of are the
customers students.

Customer satisfaction on MILMA products Page 30

AWARENESS OF SUBSIDIARY PRODUCT: This helps to study about the customer’s
knowledge about other subsidiary products in the market.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDANTS
1 YES 40 90

2 NO 10 10

TOTAL 50 100

TABLE: 4.4

AWARENESS OF SUBSIDIARY PRODUCTS

10%

YES
NO

90%

CHART: 4.4

INTERPRETATION: The above pie chart shows that about 90% of the customers are aware
about subsidiary products and about 10% is not aware about subsidiary products.

Customer satisfaction on MILMA products Page 31

PRODUCT WISE CLASSIFICATION OF THE RESPONDENTS: This helps to
know what the customers prefer to buy.

SL.NO1 PARTICULAR NO OF PERCENTAGE

RESPONDENTS
1 MILK 30 60

2 ICE CREAM 15 30

3 GHEE 2 4

4 CURD 2 4

5 BUTTER 1 2

TOTAL 50 100

TABLE : 4.5

PRODUCT WISE CLASSIFICATION

2%

4%
4%

MILK
ICE CREAM
30% GHEE
CURD
60%
BUTTER

CHART: 4.5

INTERPRETATION: The above pie chart shows that 60% of the customers buy’s milk and
about 30 % of the customers buy ice cream, 4% of customers buy ghee and curd and about 2% of
customers buy butter.

Customer satisfaction on MILMA products Page 32

PRODUCT RATING WISE CLASSIFICATION OF THE RESPONDENTS: This
helps to know what the customer has to say about the product.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 POOR 6 12%

2 SATISFACTORY 31 62%

3 EXCELLENT 13 26%

TOTAL 50 100

TABLE : 4.6

PRODUCT RATING WISE CLASSIFICATION

12%

26%

POOR
SATISFACTORY
EXCELLENT

62%

CHART: 4.6

INTERPRETATION: The above pie chart shows that about 12% of the customers find the
product poor. About 62% of the customers find it satisfactory and about 26% of the customers
find it excellent.

Customer satisfaction on MILMA products Page 33

PRICE WISE CLASSIFICATION OF THE RESPONDENTS: this helps to know
what does the customers think about the price of the products.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDANTS

1 LOW 45 90

2 AVERAGE 3 6

3 HIGH 2 4

TOTAL 50 100

TABLE: 4.7

PRICE WISE CLASSIFICATION

4%
6%

LOW
AVERAGE
HIGH

90%

CHART: 4.7

INTERPRETATION: About 90% of the customers think the product price is low. About 6%
of the customers think the price is average. About 4% of the customers think the product price is
high.

Customer satisfaction on MILMA products Page 34

PACKING WISE CLASSIFICATION OF THE RESPONDENTS: This helps to
know about what the customers think about the packing quality of the product.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 POOR 2 4

2 GOOD 25 50

3 AVERAGE 16 32

4 EXCELLENT 7 14

TOTAL 50 100

TABLE: 4.8

PACKING WISE CLASSIFICATION

4%
14%

POOR
GOOD
AVERAGE
32% 50%
EXCELLENT

CHART: 4.8
INTERPRETATION: The above pie chart shows that about 4% of the customers think the
packing quality is poor,about50% of the customers think that the packing quality is good, about
32% of the customers think that the packing quality of the product is average, about 14% of
customers think the packing is excellent.

Customer satisfaction on MILMA products Page 35

CONSUMPTION WISE CLASSIFICATION OF THE RESPONDENTS: This helps
to know how much the customers consume the products.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 .5 LITRE AND 22 44
LESS THAN .5
LITRE
2 1 LITRE 25 5O
3 1TO 2 LITRE 1 2
4 MORE THAN 2 2 4
LITRE
TOTAL 50 100

TABLE: 4.9

CONSUMPTION WISE CLASSIFICATION

2%
4%

.5 LITRE AND LESS THAN .5

LITRE

44% 1 LITRE

1TO 2 LITRE

50%
MORE THAN 2 LITRE

CHART: 4.9

INTERPRETATION: The above chart shows about 44% of the customers consume .5litre
and less than .5 litre. About 50% of the customers consume 1 litre of every day, about 2%
consume 1 to 2 litre every day, about 4% consume more than 2 litres

Customer satisfaction on MILMA products Page 36

EASY AVAILABILITIY WISE CLASSIFICATION OF THE RESPONDENTS:
This helps to know about the availability of the products to the customers.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 YES 41 82

2 NO 5 10

3 MAYBE 4 8

TOTAL 50 100

TABLE: 4.10

EASY AVAILABILITIY WISE CLASSIFICATION

8%

10%

YES
NO
MAYBE

82%

CHART: 4.10

INTERPRETATION: The above pie chart shows that about 82% of the customers say that
the MILMA products are easily available. And about 10% of the customers are of the opinion
that they are not easily available, and about 8% of the customers are more of a neutral stand.

Customer satisfaction on MILMA products Page 37

FREQUENCY OF BUYING WISE CLASSIFICATION OF THE
RESPONDENTS: This helps to know about the frequency of customers buying the products.
SL.NO PARTICULARS NO OF PERCENTAGE
RESPONDENTS
1 DAILIY 24 48

2 ONCE IN 2- 4 DAYS 18 36

3 ONCE IN 4-6 DAYS 8 16

TOTAL 50 100

TABLE: 4.11

FREQUENCY OF BUYING WISE

CLASSIFICATION

16%

DAILY
48%
ONCE IN 2-4 DAYS
ONCE IN 4-6 DAYS
36%

CHART: 4.11

INTERPRETATION: The above pie chart shows that about 48% of the customers are
buying products daily and about 36% of the customers buy MILMA products once in 2- 4 days,
and about 16% of the customers buy once in 4-6 days.

Customer satisfaction on MILMA products Page 38

SATISFACTION WISE CLASSIFICATION OF THE RESPONDENTS: This
helps to know about the satisfaction level of the customers.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1 YES 35 70

2 NO 15 30

TOTAL 50 100

TABLE: 4.12

SATISFACTION WISE CLASSIFICATION

30%

YES
NO

70%

CHART: 4.12

INTERPRETATION: The above pie chart shows that about 70% of the customers are
satisfied using the products and about 30% of the customers are not satisfied using the products.

Customer satisfaction on MILMA products Page 39

PEOPLE WHO ARE USING MILMA PRODUCTS BECAUSE OF SOMEONES
SUGGESTION: This helps to know about the customers who are using MILMA products
because of someone else’s suggestion.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 YES 38 76

2 NO 12 24

TOTAL 50 100

TABLE: 4.13

PEOPLE WHO ARE USING MILMA PRODUCTS

BECAUSE OF SOMEONES SUGGESTION

24%

YES
NO

76%

CHART: 4.13

INTERPRETATION: The above pie chart shows that about 76% of the customers are using
MILMA products because of someone else’s suggestion, and about 24% of the customers are
using without any suggestion.

Customer satisfaction on MILMA products Page 40

CUSTOMERS INTREST IN BUYING ANY OTHER PRODUCTS: This helps to
know about the customer’s interest in buying any other products.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 YES 20 40

2 NO 16 32

3 MAYBE 14 28

TOTAL 50 100

TABLE: 4.14

CUSTOMERS INTREST IN BUYING ANY OTHER

PRODUCTS

28%
40% YES
NO
MAYBE

32%

CHART: 4.14

INTERPTRETATION: The above pie chart shows that about 40% of the customers are
interested in buying other products, about 32% of the customers are not interested in buying any
other products, and about 28% of the customers are in a neutral stand.

Customer satisfaction on MILMA products Page 41

RECOMENDATION WISE CLASSIFICATION: This helps to know will the existing
customers recommend the products to any others.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENS

1 YES 30 60

2 NO 20 40

TOTAL 50 100

TABLE: 4.15

RECOMENDATION WISE CLASSIFICATION

40%

60% YES
NO

CHART: 4.15

INTERPRETATION: : The above pie chart shows that about 60% of the customers will
recommend the products to others and about 40% of the customers will not recommend the
products to others.

Customer satisfaction on MILMA products Page 42

FACTORS THAT PLAY A VITAL ROLE IN BUYING OF MILMA
PRODUCTS: This helps to know about the facts that play a vital role in the buying of MILMA
products.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 BRAND IMAGE 9 18

2 QUALITIY 22 44

3 EASY 15 30
AVAILABILITIY
4 PRICE 4 8

TOTAL 50 100

TABLE: 4.16

FACTORS THAT PLAY A VITAL ROLE IN BUYING

OF MILMA PRODUCTS

9% 9%

BRAND IMAGE
QUALITIY
33%
EASY AVAILABILITY
PRICE
49%

CHART: 4.16

INTERPRETATION: The above pie chart shows that about 9% of the customers are buying
MILMA products because of brand image. About 49% of the customers are buying MILMA
products because of the quality. About 33% of the customers are buying MILMA products
because of easy availability. About 9% of the customers are buying MILMA products because of
price.

Customer satisfaction on MILMA products Page 43

PROBLEMS FACED MY MILMA MILK PRODUCTS: This helps to know about the
problems faced my MILMA products.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 COMPETITION 22 44

2 GOVT POLICIES 13 26

3 OTHER 15 30
PROBLEMS
TOTAL 50 100

TABLE: 4.17

PROBLEMS FACED MY MILMA MILK

PRODUCTS

30%

44% COMPETIITON
GOVT POLICIES
OTHER PROBLEMS

26%

CHART: 4.17

INTERPRETATION: The above pie chart shows that about 44% of customers think that the
problem is competition. About 30% of customers think that the problem is govt policies. About
26% of people think that there are some other problems.

Customer satisfaction on MILMA products Page 44

PRODUCT WISE CLASSIFICATION: This helps to know about what kinds of products
are the customers purchasing.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 MILK 40 80
2 FERMENTED DAIRY 2 4
PRODUCTS
3 FAT RICH DAIRY 1 2
PRODUCTS
4 FROZEN DAIRY 2 4
PRODUCTS
5 REFRESHING BEVERAGES 3 6
6 DRINKING WATER 1 2
7 MILK BASED SWEETS 1 2
TOTAL 50 100
TABLE: 4.18

PRODUCT WISE CLASSIFICATION

6% 2%
2%
4%
2%

MILK
FERMENTED DAIRY PRODUCTS
4%
FAT RICH DAIRY PRODUCTS
FROZEN DAIRY PRODUCTS
REFRESHING BEVERAGES
DRINKING WATER
MILK BASED SWEETS
80%

CHART: 4.18

INTERPRETATION:The above pie chart shows that about 80% of the customers are buying
milk, about4% of customers are buying fermented dairy products, about 2% of the customers are
buying fat rich dairy products, about 4% of customers are buying frozen dairy products, about
6% of customers are buying refreshing beverages, about 2% of customers are buying drinking
water, about 2% of customers are buying milk based sweets.

Customer satisfaction on MILMA products Page 45

MEETING CUSTOMERS DEMAND WISE CLASSIFICATION: This helps to
know about whether MILMA products are meeting the demands of the customers.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 YES 37 74

2 NO 13 26

TOTAL 50 100

TABLE: 4.19

DEMAND WISE CLASSIFICATION

26%

YES
NO

74%

CHART: 4.19

INTERPRETATION: The above pie chart shows that about 74% are of the opinion that the
MILMA products are meeting the demand requirements of the customers. About 26% of the
customers are of the opinion that the MILMA products are not meeting the demand of customers.

Customer satisfaction on MILMA products Page 46

AWARENES OF MILMA PRODUCTS WISE CLASSIFICATION: This helps to
know about customer’s awareness of MILMA products.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 1-5 38 76

2 5-10 8 16

3 ALL OF THE 4 8
PRODUCTS
TOTAL 50 100

TABLE: 4.20

AWARENESS OF MILMA PRODUCT WISE

CLASSIFICATION

8%

16%
1-5 PRODUCTS
5- 10 PRODUCTS
ALL OF THEPRODUCTS

76%

CHART: 4.20

INTERPRETATION: The above pie chart shows that about 76% of the customers are only
aware about 1-5 products, and about 16% of customers are aware about 5-10 products, and about
8% of customers are aware about all the MILMA products.

Customer satisfaction on MILMA products Page 47

DURATION OF PRODUCT USAGE WISE CLASSIFICATION: This helps to
know about how long the customers have been using the products.

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 1-2 YEARS 16 32

2 2-3 YEARS 9 18

3 3 YEARS OR 25 50
MORE
TOTAL 50 100

TABLE: 4.21

PRODUCT USAGE WISE CLASSIFICATION

32%

1-2 YEARS
50% 2-3 YEARS
3 YEARS OR MORE

18%

CHART: 4.21

INTERPRETATION: The above pie chart shows that about 32% of the customers are using
MILMA products from 1-2 years, about 18% of the customers are using MILMA products from
2-3 years, 50% of the customers are using MILMA products for more than three years.

Customer satisfaction on MILMA products Page 48

DOES BOILING REFRIGERATED MILK LOOSE ITS NUTRIENTS: This helps
to know what the customers think of does boiling the milk

SL.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 YES 28 56

2 NO 22 44

TOTAL 50 100

TABLE: 4.22

DOES BOILING REFRIGERATED MILK LOOSE

ITS NUTRIENTS

44%
YES
NO
56%

CHART: 4.22

INTERPRETATION: The above pie chart shows that about 56% of customers think that the
boiling of milk loses its nutrients. About 44% of the customers think that boiling of milk does
not lose its nutrients.

Customer satisfaction on MILMA products Page 49

CUSTOMER SATISFACTION WISE CLASSIFICATION: This helps to know about
the customer’s satisfaction level towards MILMA products.

SL.NO PURTICULARS NO OF PERCENTAGE

RESPONDENTS
1 YES 38 76

2 NO 2 4

3 MAYBE 10 20

TOTAL 50 100

TABLE: 4.23

CUSTOMER SATISFACTION WISE

CLASSIFICATION

20%

YES
4%
NO
MAYBE

76%

CHART: 4.23

INTERPRETATION: The above pie chart shows that about 76% of the customers are
satisfied after using MILMA products, about 20% of the customers are not satisfied of using
MILMA products, about 4% of the customers are of a neutral opinion.

Customer satisfaction on MILMA products Page 50

 CHAPTER-5
FINDINGS, SUGGESTIONS AND CONCLUSIONS

Customer satisfaction on MILMA products Page 51

FINDINGS

 Most of the customers who are using the MILMA products are males about 52%.
 About 50% of the customers who are buying the MILMA products have an educational
qualification of graduation.
 About 42% of the customers are employed in other jobs.
 Majority of the customers are aware about other subsidiary products (about 90%).
 About 60% of the people are buying milk.
 About 62% of the customers are of the opinion that MILMA products are satisfactory.
 Majority of the customers think the product price is low (about 90%).
 About 50% of the customers rate the packing of MILMA products excellent.
 About 50% of the customers consume daily one liter of milk.
 Majority of the customers are of the opinion that the MILMA products are easily
available to them (about 82%).
 About 48% of the customers buy MILMA products daily.
 About 70% of the customers who are using the MILMA products are satisfied.
 About 76% of the customers are using MILMA products because of someone else’s
suggestion.
 40% of the customers are interested in buying other products.
 60% of the customers are of the opinion that they will recommend MILMA products to
others.
 49% of the customers are buying MILMA products because of the quality.
 About 44% of customers think that the main problem of MILMA products is competition.
 80% of the customers are buying milk.
 About 74% are of the opinion that the MILMA products are meeting the demand
requirements of the customers
 76% of the customers are only aware of few MILMA products.
 50% of the customers are using MILMA products for more than three years.
 56% of customers think that the boiling of milk loses its nutrients.
 76% of the customers are satisfied after using MILMA products.

Customer satisfaction on MILMA products Page 52

SUGGESTIONS

 A more extensive marketing strategy should be adopted by MILMA.

 The company should use more aggressive advertisement techniques.

 Make the primary packing more attractive.

 Should establish an online selling system as well as telephone ordering

 Attractive brochures showing the products should be circulated.

 Direct contact with customers should be adopted.

 Customers must be let known that quality and hygiene would never be
compromised.

 The MILMA products should be available to the ultimate consumers at the same quality at
which they are produced.

 Make provisions to improve the services of middlemen which will ultimately result in more
consumer satisfaction.

 As consumer preference and taste fluctuate from time to time, a market analysis should be
carried out at regular intervals to monitor the changing needs and taste of the consumers.

Customer satisfaction on MILMA products Page 53

CONCLUSION

MILMA is the first product and inimitable organization, which created a revolution in the
procurement, processing, marketing and distribution of pure milk in the state. The factors
considered by the customers before purchasing dairy products are freshness, quality,
adulteration, packing, hygiene, taste, availability, dealings, price, brand, and ingredients. Finally,
the conclusion of the project is that, majority of the customers are satisfied with products because
of its good quality, reputation, easy availability etc. Some are not satisfied due to high price of
products, lack of services, spoilage and low shelf life etc. Therefore, if slight modification in the
marketing programs such as dealers and outlets, promotion programmes, product lines etc. is
increased definitely company can be as a monopoly and string market leaders and also for
retaining potential consumers, it is necessary to identify those factors which motivate consumers
in purchase of products. The company must be careful of its competitors and more importantly
its customers before making any move.

Customer satisfaction on MILMA products Page 54

REFERENCE

BOOKS

 Philip Kotler, Marketing Management, Pearson Publication.

WEBSITES

 www.milma.com
 www.slideshare.net
 www.scribd.com

Customer satisfaction on MILMA products Page 55

 APPENDIX

AN INVESTIGATION TO STUDY ABOUT CUSTOMER SATISFACTION ON

MILMA PRODUCTS IN REFERENCE TO PIRAVOM MUNCIPALITY
Dear respondent,
This is a questionnaire for studying about customer satisfaction on milma products of piravom
municipality. Which is a part of my sixth semester’s graduation from MG University. I request
you to fill up this questionnaire. I assure you this is for educational purposes and the identity of
the respondents will not be disclosed.
1. Name of the respondent:
2. Age
(a)Below 30 years
(b) 31-40 years
(c) 41-50 years
(d)Above 50 years
3. Educational qualification
(a)Below 10th pass
(b) 10 +2
(c) Graduate
(d) Post graduate
(e) Any other
4. Occupation
(a) Employment
(b) Business
(c) Professional
(d) Any other
5. Are you aware of the different milk products available in the market?
(a) Yes (b) No
6. which of the Milma products do you consume ?
(a)milk
(b) Ice cream
(c)Ghee
(d)Curd
(e)Butter
7. How do you rate Milma products?
(a)poor (b) satisfactory (c) Excellent
8. What about the price of Milma products?
(a)Low (b) Average (C) High
9. How is the packing of the products?
(a) Poor (b) good (c) Average (d) Excellent
10. How much milk do you consume dailiy?
(a) ½ litre and less than ½ litre (b) 1 litre
(c)1-2 litre (d)More than 2 litre
11. Do you think Milma milk and milk products are easily available?

Customer satisfaction on MILMA products Page 56

 (a) Yes (b)No
12. What is your frequency for buying milk and milk products?
(a) Daily (b) Once in 2-3 days (c) Once in 4-6 days

13. Are you satisfied in using milma products? Do you have any opinion towards improving the
products?
(a) Yes (b) No
14. Are you using Milma product because of someone else’s suggestion?
(a) Yes (b) No
15. Are you interested in using any other products?
(a) Yes (b) No
16. Will you recommend any others Milma products?
(a) Yes (b) No
17. Do you stock Milma products?
(a)Yes (b) No
18. Which of these various factors play a vital role in buying Milma products?
(a) Brand image (b) Quality (c) Easy availability (d) Price
19. According to you what is the problem faced by Milma and Milma milk product?
(a)Competition (b) Gov policies (c) Other problems
20. Which Milma product do you use?
(a)milk (b) Fermented dairy products (c) Fat rich dairy products (d)Frozen
dairy products
(e) Refreshing beverages (f) Drinking water (g) Milk based sweets and
confectionery
21. Do you think milma products are meeting all the demands of the customers? What is your
opinion?
(a)Yes (b) No
22. How many milma products are you aware of?
(a) 1 to 5 (b) 5 to 10 (c) all of the products
23. How long have you been using milma products?
(a) 1 to 2 years (b) 2 to 3 years (c) 3 years or more
24. Are you satisfied in using milma milk products?
(a) Yes (b) No
25. Do you have any suggestions to make towards improving the products quality?
(a)Yes (b) No
If yes what is it?

26. Do you use formalin in milk?

(a) Yes (b) No
27. Do you think boiling of refrigerator Pasteurized milk lose its nutrients?
(a) Yes (b) No

Customer satisfaction on MILMA products Page 57

Customer satisfaction on MILMA products Page 58