A Study on Customer Satisfaction and Perception on AFCI OEN, Kerala

Abstract

The study was initiated as mean to monitor the satisfaction level of customers of AFCI Connectors Ltd, from various segments to which the company is catering its products. The product of AFCI with respect to various operational parameters was compared with those of its nearest competitors at major customers in all the segments served by the company. A Research Instrument (questionnaire) was designed with considerable input taken from the various departments and levels of management within the organization. Respondents were asked to pitch against the performance of competitors based on the factors - Quality, Delivery, Service and Price. The segments catered by AFCI are non-automotive. The sample size was determined from the whole population of 300 customers to 30 customers based on the common customers of AFCI and the related competitor suppliers. All the selected customers responded to the questionnaire and the feedback were compiled and the necessary calculations done to compute the various satisfaction indices. The results generated from this study serve as inputs to continuous improvement programmes indicated upon the present working standards and also give insights into the ever-changing customer needs which will help the company in fine tuning on their products/services to best suit the requirements of the customers.