---

Analyzing customer satisfaction and loyalty in packaging industry in Rajkot district

---

Original Article

Author Details : Nehaliba Zala*

Volume : 10, Issue : 3, Year : 2023

Article Page : 164-168

https://doi.org/10.18231/j.jmra.2023.028

Suggest article by email

Get Permission

---

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.

Keywords: Satisfaction, Loyalty, Packaging industry, B2B market

How to cite : Zala N, Analyzing customer satisfaction and loyalty in packaging industry in Rajkot district. J Manag Res Anal 2023;10(3):164-168

This is an Open Access (OA) journal, and articles are distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 License, which allows others to remix, tweak, and build upon the work non-commercially, as long as appropriate credit is given and the new creations are licensed under the identical terms.