Analyzing customer satisfaction and loyalty in packaging industry in Rajkot district

Abstract

The printing and laminating manufacturing industry in growing rapidly in India. The domestic demand for printed and laminated products is increasing which increase the manufacturing of printing and laminating machines. So it becomes very mandatory to know is the customers satisfied with the product and showing loyalty towards the company. Therefore this research mainly focus on satisfaction and loyalty of customers in packaging industry. Packaging industry include the printing and lamination machinary manufacturing industries. For this research descriptive research methodology is used. Sampling technique used is Convenience (non-random sampling) sampling with sample size of 100 out of all the customers of packaging industry. Data is collected from customers through questionnaire and analysis is done. For statistical analysis Chi square test and Kruskal Wallis test is used. There is applicability of Conceptual Research model which shows that customer service quality and product quality influence the customer satisfaction and customer satisfaction influence the customer loyalty.This research conclude that 16% customers are elatedly satisfied and 54% customers are highly loyal. Customers are satisfied with the service quality and product quality provided by the packaging industry.