RCM BUSINESS

CONTENTS
Sl.NO.
I.

TITLES

PAGE No.

Chapter 1 Executive Summary Introduction Literature review Purpose of the study Scope of the study Objectives of the study Chapter 2 Organization Profile Organization chart Sampling Data collection methods Measuring tools Chapter 3 Result &discussion with Charts & graphs Summary Recommendation Conclusion Chapter 4 Appendix Questionnaire Code sheet Weekly Progress Report Bibliography

2-6 7-9 9-9 10-10 11-11 11-11 11-11

II.

12-23 23-23 23-23 23-23

III.

24-39 40-41 42-42 43-43

IV.

44-44 45-46 47-47

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RCM BUSINESS

RESEARCH PROCEDURE
This study follows the procedure as shown below: Identifying research objectives: Collecting related literature: Establishing research framework: Executing data collection and analysis: Making recommendations and: Drawing conclusions.

PROJECT OUTLINE
This project consists of four chapters. Chapter I serve as an introduction to the whole study, pointing out the, statement of the problem, literature review, purpose of the study, scope of the study, objectives of the study. Chapter II, the organization profile, organization chart, sampling, research design, data collection method & measuring tools. Chapter III not only elaborates on the research method and research framework, but also includes graphs, charts, summary, conclusion and some recommendations and suggestions. Finally chapter IV carries appendix in that questionnaire, code sheets and also bibliography.

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RCM BUSINESS

EXECUTIVE SUMMARY
M/s Fashion Suitings Pvt. Ltd. of Chhabra in Bhilwara, Rajstan, ventured a new business in the name of RCM Business. The concept envisages the benefit of every consumer by providing him an opportunity to earn while purchasing. In this business the company takes responsibility of manufacturing while the work of advertising and marketing is left with consumers. Thus the consumers themselves promote business and earn by enhancing the income to any level by their own efforts. Company has selected Textile product for this type of marketing, as it is the basic necessity of every house hold. The companys founders have a vast experience in the field of textile production. Company introduced good quality FMCG in 2002 to enhance the business opportunities and provide more benefit to the consumer. In order to increase the opportunities or earning there is continuous extension in range of premium quality FMCG to provide daily reasonable price is companys main objective. Companys high managerial efficiency, wide distribution network spread all over the country, huge infrastructure of computers will enable to accomplish this mission. This clearly demonstrates that the group is genuinely concerned and dedicated to the overall progress distributors. Company has made tremendous records in the field of Multilevel Marketing by making efforts to get all products made in its own brand name and specified quality, by making the plan & policies more beneficial in increasing network, by giving time to time guidelines to distributors, and by saving them hurdles & difficulties. To make the business long lasting in Indian conditions company has taken care of fallowing points. Products of general utility BABASAB PATIL -3-

RCM BUSINESS Best quality and technique used reasonable price for quality products income on every purchase monthly distribution up to 41% business value no chance of loss to consumers an any level.

Objectives of the study To study the customer satisfaction level with respect to RCM products. To know how people are aware of RCM BUSINESS. To know the factors influencing the sales of RCM PRODUCTS. To know customers opinion with regards to the RCM products.

Using primary data and secondary data, through Convenience Random Sampling survey is conducted on existing customers of RCM BUSINESS. After this research study, we will be able to understand that the customer satisfaction and FINDINGS 1. 62% respondents are influenced by Friends, and 25% respondents from relatives, 13% from others. By this it is clear that Friends influences more than others. 2. 64% respondents purchase monthly, 32% respondents weekly and 4% purchase once in 15 days. So by this it is clear that more number of customers will purchase RCM products monthly 3. 64% respondents said the quality of the RCM products are very good, 32% good and 4% average. By this it is clear that al most all the customers are satisfied with

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RCM BUSINESS the RCM products. And also we can say the products of RCM business are good quality. 4. 100% respondents get the required product at the RCM outlet. By this we can say all the products are available at the RCM outlets.

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

6. 100% respondents recommend the RCM business to others. So by this it is clear all the customers of the RCM are satisfied so they will recommend the RCM business to others.

7. 100% respondents continued the chain of your membership. All the existing customers of the RCM are satisfied with the RCM business, and they continued the chain of membership.

8. 74% respondents rate the service of RCM as good, and 26% respondents rate the RCM as average. So by this we can say the RCM service is good. 9. 66% respondents will get

the sufficient information about new products from the RCM outlets, and 34% respondents will not get the information from the RCM outlets. By this we can say the most of the customers will get the information from the RCM outlets, some of them may not get because the shopkeeper boys are not so much educated, they may not give information BABASAB PATIL -5-

RCM BUSINESS 10. 68% respondents are

convenience to reach the RCM outlets in the Begaum city. 32% respondents are not convenience to reach the RCM outlets in the Belgaum city. By this we can say the most of the customers are getting difficulty to reach the RCM outlets. 11. 100% respondents said

the display of the products in the RCM outlets is well organized. By this we can say the RCM outlets are neatly organized. 12. , 64% respondents agreed

with the RCM products, and 36% respondents are strongly agreed with the RCM products. So by this the all the existing members of the RCM business are satisfied with the RCM products. 13. By the above graph the more number of the customers give preference while purchasing the product to product quality. They have given 1st rank to the product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the availability of the product, 5th rank to the service of the RCM business. So product quality plays main important role.

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RCM BUSINESS

RECOMMENDATIONS

1. The RCM outlets should keep their service level the same what they are giving now, as the customers are satisfied with the present service.

2. RCM should keep the product quality the same or increase the quality as customers are satisfied with the quality of product.

3. RCM can also think of increasing the numbers of outlets, as most of the outlets are situated near to market and no outlets are there in Mahantesh nagar, Nehru nagar, etc.

Conclusion
According to the study conducted, it shows from the analysis and findings that majority of the existing customers are satisfied with the RCM products and RCM business. And also all the customers continued the chain of membership. But some of the existing customers are getting problems to reach the RCM outlets. In Belgaum city totally 6 outlets are there, but the outlets are not divided according to the north, east, west and south zone of Belgaum. So the customers are getting difficulty to reach the RCM outlets. So I suggest the RCM outlets are to be divided according to the zonal wise. So that the existing customers at the Belgaum city can able reach the RCM outlets easily. And also the RCM business can attract the customers through out the Belgaum. BABASAB PATIL -7-

RCM BUSINESS

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

Customer satisfaction and its impact on sales Customers are the king of the market. Customer satisfaction is the first and foremost
thing in retailing market. Getting the customer, retaining, enhancing, are the main steps of customer relationship management. In retailing market the CRM plays main role for retaining customers. We should make the customers as loyal customers by enhancing them, so that the loyal customer will spread the positive word to other new customers, then automatically we will get new customers to our business. Understanding of customer behavior makes market easier. Customer complaints are not personal. It is regarding a product or service or the process system involved in making products or planning services

So getting a new customer is more difficult than retaining a loyal customer. So instead of getting new customer, satisfying a present customer is more important. Customer satisfaction has more impact on sales. If the present customer satisfied then our sales will increase, otherwise sales will decrease. So by this we can say customer satisfaction has more impact on sales. RCM is the customer linking market, or it is also called as chain business. So for chain business the satisfaction of customer plays main role to maintain business. If one existing customer satisfied then he/she will spread the opinion about the business to other two or many customers. So here the satisfaction of existing customer is important. BABASAB PATIL -8-

RCM BUSINESS For doing new business the new customer will enquire about the business before joining the business. He will ask to his friends about the business. And the customers more believed in other existing customer opinion, so in this also the satisfaction of existing customer is important. Each and every business ultimate aim is to get the more profit. So to get more profit the business should attract more customers, for attracting the customers the more profit the business should attract more customers, for attracting the customers the satisfaction of existing customers plays main role. The existing customer satisfaction has more impact on sales. For satisfying the customer we should understand the needs and wants of the customer. According to them we should produce the products. We should understand what customer accepts from the business because the customers are the king of the market. With out customer market will not exist, with out market the customers also not exist. So both are depend on each other. A customer has many expectations from the business. They have the expectations like, during pre-purchase, during service encounter, during post purchase. So the customers expects from the business in above three stages. Before purchasing the products the customers will ask to others, if they get good opinion about the products then they will purchase. After purchasing the products also, if the customer satisfy then he/she will go for next purchase. After purchasing the customers will evaluate the product or service. In the last stage if he satisfy then they will spread the positive word to the other customers, if not they may not go for purchasing again. So the business may loose the customer like this. If he/she satisfies then he may get other two or more customers. BABASAB PATIL -9-

RCM BUSINESS

Literature review
Understanding of customer behavior makes market easier. Customer complaints are not personal. It is regarding a product or service or the process system involved in making products or planning services. CRM focuses on meeting individual needs of customers. The skill requires building a customer database and doing data mining to detector trends, segments, and individual needs. We should understand the customers, who buys, when do they buy, why do they buy is important in the market. We should understand the customer preference. Customer preference may be due to difference in economic demographic, and psychological factors. An evaluation is made on the basis of the products function, appearance, cost, and so on. Customer Satisfaction Index (CSI) is generally calculated based on market research. It is known that, a satisfied customer will influence five more persons to buy the products/service. Whereas a dissatisfied customer will express his/her emotions to eleven persons. So the satisfaction of one customer is more important. So the satisfaction of the existing customer has more impact on sales.

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RCM BUSINESS PURPOSE OF THE STUDY Here our main purpose is to assess the customer satisfaction and its impact on sales of RCM business, at Belgaum. And giving the recommendations to the measures to increase the satisfaction level

SCOPE OF THE STUDY

The study will reveal the customer satisfaction and its impact on sales at the Right Concept Marketing. The study will help to know the impact of the customers satisfaction on sales. The study will help to know the improvements to be made in the Right Concept Marketing to satisfy the customers.

OBJECTIVES OF THE STUDY To study the customer satisfaction level with respect to RCM products. To know how people are aware of RCM BUSINESS.

To know the factors influencing the sales of RCM PRODUCTS. To know customers opinion with regards to the RCM products.

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RCM BUSINESS

Organization profile
M/s Fashion Suiting Pvt. Ltd. of Chhabra in Bhilwara, Rajasthan, ventured a new business in the name of RCM Business. The concept envisages the benefit of every consumer by providing him an opportunity to earn while purchasing. In this business the company takes responsibility of manufacturing while the work of advertising and marketing is left with consumers. Thus the consumers themselves promote business and earn by enhancing the income to any level by their own efforts. Company has selected Textile product for this type of marketing, as it is the basic necessity of every house hold. The companys founders have a vast experience in the field of textile production. Company introduced good quality FMCG in 2002 to enhance the business opportunities and provide more benefit to the consumer. In order to increase the opportunities or earning there is continuous extension in range of premium quality FMCG to provide daily reasonable price is companys main objective. Companys high managerial efficiency, wide distribution network spread all over the country, huge infrastructure of computers will enable to accomplish this mission. This clearly demonstrates that the group is genuinely concerned and dedicated to the overall progress distributors. Company has made tremendous records in the field of Multilevel Marketing by making efforts to get all products made in its own brand name and specified quality, by making the plan & policies more beneficial in increasing network, by giving time to time guidelines to distributors, and by saving them hurdles & difficulties.

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RCM BUSINESS

SALIENT FEATURE OF RIGHT CONCEPT MARKETING

1) Direct dealing between manufacture and consumers. No middle links and hence no possibility of duplicate products. 2) No need of outside advertisements. In the traditional marketing system false advertisement are used for publicity which is done by those people who do not have even use of products. Thus raising the costs of products to double-triple than actual cost. 3) In this system no individual is granted monopoly rights for business. Every consumer is free to do his own marketing and earn from it. Thus this is a vast opportunity for all 4) There is no binding of fixed timings. A person can utilize his spare time for this business as he has to simply explain this concept to other persons. 5) No degree or qualification is essential for working in this system. The only requirement is a persons desire to work sincerely and earn by ethical means. 6) There is no competition with others, rather business progress by mutual cooperation. 7) In this business, you need not maintain any account. The company maintains computerized accounts of all distributors. 8) RCM distributors do not require any resources and staff. Thus no risk is involved in this business.

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RCM BUSINESS

RCM BUSINESS

To make the business long lasting in Indian conditions company has taken care of fallowing points. Products of general utility Best quality and technique used reasonable price for quality products income on every purchase monthly distribution up to 41% business value no chance of loss to consumers an any level. That is why RCM business has earned unbreakable faith among its lacs of distributors

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RCM BUSINESS

In this business, nothing extra is to be done. The consumers will have to simply shift to RCM brand quality products. By purchasing RCM products, consumers get a significant part in the profits. They get best quality at a reasonable price. This message is to be In this business, nothing extra is to be done. The consumers will have to simply shift to RCM brand quality products. By purchasing RCM products, consumers get a significant part in the profits. They get best quality at a reasonable price. This message is to be communicated to consumers without explicit advertising, by word of mouth.

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RCM BUSINESS

The procedure to join RCM business is quite simple:

You have to fill up an application form under the sponsorship of an existing distributor and purchase the kit containing RCM business product. Then you also become a distributor and get your own distributor code. Now you can further expand your group ang earn unlimited income.

Having used the product yourself, you convinced other customers about its good quality and fully explain the concept of RCM business to them. Many of them will consider it worth while to purchase the kit and become distributors of this business. You sponsor such eager person, get his application form filled and supply a kit to him, please note that you have to sponsor at least two distributor( in you down line) to get your income. Then the two distributors sponsored by you, will sponsor to new distributors to each to form their down line. In this way, the group will expand. The bigger your group the greater will be your business and income. Maximum use and repurchase of product you and your down liners will make your business consistent and growing.

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RCM BUSINESS

The company distribute up to 41% of its business value to its distributors every month, out of this your share is determined by the business of your group. Bigger the business of your group, great will be your income. Here your group means, all the persons in your down line. Suppose you started your business by sponsoring A and B. then A sponsored C and D and B sponsored E and F. Later, C, D, E,&F, sponsored other persons. As they proceed further, all these persons come in your group. When any distributor of this group purchases the product, for own use, sharing with others, when there is a new joining, all this will be counted in your business. Distributor of this group purchases the product, for own use, sharing with others, when there is a new joining, all this will be counted in your business.

The foundation must be strong, for the building to the strong and stable. A tree can not develop well without good manner in its roots. In the same way, there are two foundation pillars to get desired result in RCM business.

FAITH
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RCM BUSINESS Faith in your enterprise is essential for success. However, it should not be a blind faith. One must examine the system well and ensure that the business in reality is of the type being professed and it will yield good results as envisaged. One must be fully satisfied about the company, quality of products and the rates. Also one must clearly understand, how new distributors are sponsored and commission is calculated? What are up line, down line and cross line? How business is to be carried out income generated? One should remove all doubts and then join the business with full faith! More ever one should not be led astray by sayings of a third person. After joining if some doubts arise one should find out the factual position, rather than loose faith in the business

COMMITMENT

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RCM BUSINESS We must make firm commitment that it is our own business and we are willingly doing it for our own good. When we start any business by investing money and setting up all infrastructures, we do not close it simply on somebodys disproval. Some times, if our business doesnt run well. We think about means of improving. We are not disheartened by temporary fluctuations in the business. This is because, we start the business with a commitment with RCM Business, and then only we can progress. The successful distributors in this business are those who enter with a firm sense of commitment.

For success in RCM Business it is essential to learn and impart training to others. You have ample means to learn; meetings, active up line, audio-tapes. Video-CD, books and other printed material. You must make full use of all these means, some important tips are presented here as follows. Planning Use the tools BABASAB PATIL - 19 -

RCM BUSINESS Attend meeting and seminar Use the product Take the initiative Dont make false promises Impressive personality Patience Management of time and money Progress of down line Positive thinking Reasonable support Experience Appropriate consultancy Practical truths Consistency

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RCM BUSINESS

PRODUCTS OF THE RIGHT CONCEPT MARKETING

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RCM BUSINESS

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RCM BUSINESS

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RCM BUSINESS

SAMPLING

Population: existing customers of RCM business. Sample units Sampling size: 100 units Sampling Method: Convenient Random Sampling

4. Research Methodology: Data source: Primary data Existing customers

Survey (Questionnaire)

Secondary Data

Reports

from

related

websites, Company reports, Research Approach Research InstrumentSample Plan Sample Unit Sampling Method Sample Size Area of research Belgaum City

Survey Method Questionnaire Personal Interview All existing customer Convenience Sampling 100 units.

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RCM BUSINESS

MEASURING TOOL
Simple percentage method using SPSS Windows Student Version 11.0 and MSExcel.

5. Benefits of the project The study helps to know the customer satisfaction level and its impact on sales with respect to RCM products at Belgaum city. Company will come to know what customers prefer. To devise the plans to increase the sales.

Limitations: The study is been restricted to the existing customers of the Right Concept Marketing business at Belgaum The questions asked as regards to employees were answered hesitantly or were just avoided. The findings are purely based on the information that has been provided

by the business and the existing customers.

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RCM BUSINESS

ANALYSIS
1) How did you come to know about RCM? Frequency Percent Valid Percent Cumulative Percent 62.0 87.0 100.0

Valid

Friends Relatives others Total

62 25 13 100

62.0 25.0 13.0 100.0

62.0 25.0 13.0 100.0

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RCM BUSINESS

How did you come to know about RCM?

70 60 50 40 30 20 25 62

Frequency

10 0 Friends Relatives

13

others

How did you come to know about RCM?

Analysis:

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RCM BUSINESS From the above graph it is clear that, 62% respondents are influenced by Friends, and 25% respondents from relatives, 13% from others.
2) How often do you make your purchase? Frequency Valid Weekly Monthly Once in 15 days Total 32 64 4 100 Percent 32.0 64.0 4.0 100.0 Valid Percent 32.0 64.0 4.0 100.0 Cumulative Percent 32.0 96.0 100.0

How often do you make purchase?

70 60 50 40 30 20 64

32

Frequency

10 0 Weekly Monthly 4 Once in 15 days

How often do you make purchase?

Analysis:
From the above graph it is clear that, 64% respondents purchase monthly, 32 respondents weekly and 4% purchase once in 15 days.

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

Frequency Valid Good Very good Average Total 34 62 4 100

Percent 34.0 62.0 4.0 100.0

Valid Percent 34.0 62.0 4.0 100.0

Cumulative Percent 34.0 96.0 100.0

How would you rate the quality of RCM product?

70 60 50 40 30 20 34 62

Frequency

10 0 Good Very good 4 Average

How would you rate the quality of RCM product?

Analysis:
From the above graph it is clear that, 62% respondents said the quality of the RCM products are very good, 34% good and 4% average.

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RCM BUSINESS
4) Do you get the required product at the RCM? Frequency Valid Yes 100 Percent 100.0 Valid Percent 100.0 Cumulative Percent 100.0

Do you get the required product at the RCM?

120

100

100

80

60

40

Frequency

20 0 Yes

Do you get the required product at the RCM?

Analysis:
From the above graph it is clear that, 100% respondents get the required product at the RCM outlet.

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RCM BUSINESS 5) Do you get the incentive regularly?

Frequency Percent Valid Percent Cumulative Percent 84.0 100.0

Valid

Yes No Total

84 16 100

84.0 16.0 100.0

84.0 16.0 100.0

Do you get incentive regularly?

100

80

84

60

40

Frequency

20 16 0 Yes No

Do you get incentive regularly?

Analysis:
From the above graph it is clear that, 84% respondents get the incentive regularly and 16% respondents will not get the incentive regularly.

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RCM BUSINESS 6) Will you recommend the RCM business to others?

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

yes

100

100.0

100.0

100.0

Will you recommend the RCM business to others?

120

100

100

80

60

40

Frequency

20

0 Yes

Will you recommend the RCM business to others?

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

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RCM BUSINESS 7) Have you continued the chain of your membership?

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

yes

100

100.0

100.0

100.0

Have you continued the chain of your membership?

120

100

100

80

60

40

Frequency

20 0 Yes

Have you continued the chain of your membership?

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

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RCM BUSINESS 8) Does the RCM outlets provide sufficient information about new products?
Frequency Percent Valid Percent Cumulative Percent 66.0 100.0

Valid

Yes No Total

66 34 100

66.0 34.0 100.0

66.0 34.0 100.0

Does the RCM outlets provide sufficent information about new produc
70 66 60 50 40 30 20 34

Frequency

10 0 Yes No

Does the RCM outlets provide sufficent information about new product?

Analysis:
From the above graph it is clear that, 66% respondents will get the sufficient information
about new products from the RCM outlets, and 34% respondents will not get the

information from the RCM outlets.

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RCM BUSINESS 9) How do you rate the service of RCM?

Frequency Valid Good Average Total 74 26 100 Percent 74.0 26.0 100.0 Valid Percent 74.0 26.0 100.0 Cumulative Percent 74.0 100.0

How do you rate the service of RCM?

80 74 60

40

Frequency

20

26

0 Good Average

How do you rate the service of RCM?

Analysis:
From the above graph it is clear that, 74% respondents rate the service of RCM as good, and 26% respondents rate the RCM as average.

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

Frequency Valid Yes No Total 68 32 100

Percent 68.0 32.0 100.0

Valid Percent 68.0 32.0 100.0

Cumulative Percent 68.0 100.0

Are the RCM outlets in the Belgaum city are convenience to reach?
80 70 68 60 50 40 30 32

Frequency

20 10 0 Yes No

Are the RCM outlets in the Belgaum city are convenience to reach?

Analysis:
From the above graph it is clear that, 68% respondents agree that the RCM outlets are
convenient to reach in Belgaum city. 32% respondents told that the outlets to reach in Belgaum city.

are not convenient

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RCM BUSINESS 11) Display of the products in the RCM outlets?

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Organized

100

100.0

100.0

100.0

Display of the products in the RCM outlets?

120

100

100

80

60

40

Frequency

20 0 Organised

Display of the products in the RCM outlets?

Analysis:
From the above graph it is clear that, 100% respondents said the display of the products in
the RCM outlets is well organized.

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

Frequency Valid Strongly agree Agree Total 36 64 100 Percent 36.0 64.0 100.0 Valid Percent 36.0 64.0 100.0 Cumulative Percent 36.0 100.0

I am satisfide with the RCM products, I....................

70 60 50 40 30 20 36 64

Frequency

10 0 Strongly agree Agree

I am satisfide with the RCM products, I....................

Analysis:
From the above graph it is clear that, 64% respondents agreed with the RCM products, and 36% respondents are strongly agreed with the RCM products.

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

Which factor do tou consider while purchasing RCM products?

100 80 60 40 20 0 Product Quality Incentive Price Availability Service 1 87 9 5 0 0 2 11 70 14 2 1 3 2 21 69 3 3 4 0 0 9 78 16 5 0 0 3 17 80

Analysis:
By the above graph the more number of the customers give preference while purchasing the product to product quality. They have given 1st rank to the product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the availability of the product, 5th rank to the service of the RCM business.

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RCM BUSINESS

FINDINGS
1. 62% respondents are influenced by Friends, and 25% respondents from relatives, 13% from others. By this it is clear that Friends influences more than others. 2. 64% respondents purchase monthly, 32% respondents weekly and 4% purchase once in 15 days. So by this it is clear that more number of customers will purchase RCM products monthly 3. 64% respondents said the quality of the RCM products are very good, 32% good and 4% average. By this it is clear that al most all the customers are satisfied with the RCM products. And also we can say the products of RCM business are good quality. 4. 100% respondents get the required product at the RCM outlet. By this we can say all the products are available at the RCM outlets.

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

6. 100% respondents recommend the RCM business to others. So by this it is clear all the customers of the RCM are satisfied so they will recommend the RCM business to others.

7. 100% respondents continued the chain of your membership. All the existing customers of the RCM are satisfied with the RCM business, and they continued the chain of membership. BABASAB PATIL - 40 -

RCM BUSINESS

8. 74% respondents rate the service of RCM as good, and 26% respondents rate the RCM as average. So by this we can say the RCM service is good. 9. 66% respondents will get the sufficient information about new products from the RCM outlets, and 34% respondents will not get the information from the RCM outlets. By this we can say the most of the customers will get the information from the RCM outlets, some of them may not get because the shopkeeper boys are not so much educated, they may not give information 10. 68% respondents are convenience to reach the RCM outlets in the Belgaum city. 32% respondents are not convenience to reach the RCM outlets in the Belgaum city.
By this we can say the most of the customers are getting difficulty to reach the RCM outlets.

11. 100% respondents said the display of the products in the RCM outlets is well
organized. By this we can say the RCM outlets are neatly organized.

12. 64% respondents agreed with the RCM products, and 36% respondents are strongly agreed with the RCM products. So by this the all the existing members of the RCM business are satisfied with the RCM products. 13. By the above graph the more number of the customers give preference while purchasing the product to product quality. They have given 1st rank to the product quality, 2nd rank to the incentive 3rd rank to the price, 4th rank to the availability of the product, 5th rank to the service of the RCM business. So product quality plays main important role.

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RCM BUSINESS

RECOMMENDATIONS

1. The RCM outlets should keep their service level the same what they are giving now, as the customers are satisfied with the present service.

2. RCM should keep the product quality the same or increase the quality as customers are satisfied with the quality of product.

3. RCM can also think of increasing the number of outlets, as most of the of the customers are facing problem to reach the RCM outlets.

4. The outlets are situated near to market and no outlets are there in Mahantesh nagar, Nehru nagar, etc.

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RCM BUSINESS

Conclusion
According to the study conducted, it shows from the analysis and findings that majority of the existing customers are satisfied with the RCM products and RCM business. And also all the customers continued the chain of membership. But some of the existing customers are getting problems to reach the RCM outlets. In Belgaum city totally 6 outlets are there, but the outlets are not divided according to the north, east, west and south zone of Belgaum. So the customers are getting difficulty to reach the RCM outlets. So I suggest the RCM outlets are to be divided according to the zonal wise. So that the existing customers at the Belgaum city can able reach the RCM outlets easily. And also the RCM business can attract the customers through out the Belgaum.

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RCM BUSINESS

Questionnaire for Determining Custer satisfaction and its impact on sales at RCM in Belgaum City
Name of the customer

1) How did you come to know about RCM? !) Friends 2) 2) Relations 3) Others

How often do you purchase the RCM Products? 1) Weekly 2) monthly 3) Once in a 15 days

3)

How would you rte the quality of RCM product? 1) Good 2) very good 3) average 4) worst

4)

Do you get the required product at the RCM outlet? 1) Yes 2) No

6)

Do you get the incentive regularly? 1) Yes 2) No

7)

Will you recommend the RCM business to others? 1) Yes 2) No

8)

Have you continued the chain of your membership? 1) Yes 2) No

9)

Does the RCM outlet provide sufficient information about new products? 1) Yes 2) No

10)

How do you rate the service of RCM?

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RCM BUSINESS Good Bad Average

11) Are the RCM outlets in the Belgaum city are connivance to reach? 1) Yes 2) No

12) Display of the products in the RCM outlets? 1) Organized 2) unorganized

13) Which factor do you consider while purchasing RCM products? 1) Product quality 2) Incentive 3) Service of the RCM 4) Reasonable Price 5) Availability of the product at RCM outlets.

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Bibliography
1. Marketing research A. Parusharaman 2. Consumer behaviour - Philip Kotlar

3. service marketing- Zithmal

1. Web sites: www.rcmbusiness.com www.customersatisfactionsurvey

2. Project report writingRampal & Gupta 3. Effective project management4. Project management & controlNarendra Singh

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