Publication Type:

Conference Proceedings


IOP Conference Series: Materials Science and Engineering, Institute of Physics Publishing, Volume 310, Number 1 (2018)



Construct validity, Customer feedback, Customer satisfaction, Customer satisfaction models, Dairies, Dairy products, Developed model, Manufacture, Odors, Quality aspects, Quality of product, Quality of service, Statistical approach, Taste and odour


Dairy products have become inevitable of habitual diet. This study aims to investigate the consumers' satisfaction towards dairy products so as to provide useful information for the manufacturers which would serve as useful inputs for enriching the quality of products delivered. The study involved consumers of dairy products from various demographical backgrounds across South India. The questionnaire focussed on quality aspects of dairy products and also the service provided. A customer satisfaction model was developed based on various factors identified, with robust hypotheses that govern the use of the product. The developed model proved to be statistically significant as it passed the required statistical tests for reliability, construct validity and interdependency between the constructs. Some major concerns detected were regarding the fat content, taste and odour of packaged milk. A minor proportion of people (15.64%) were unsatisfied with the quality of service provided, which is another issue to be addressed to eliminate the sense of dissatisfaction in the minds of consumers. © Published under licence by IOP Publishing Ltd.


cited By 0; Conference of International Conference on Advances in Materials and Manufacturing Applications 2017, IConAMMA 2017 ; Conference Date: 17 August 2017 Through 19 August 2017; Conference Code:135135

Cite this Research Publication

D. Vineesh, Dr. Anbuudayasankar S. P., M. S. Narassima, and P., R. C. S., “Enhancing Dairy Manufacturing through customer feedback: A statistical approach”, IOP Conference Series: Materials Science and Engineering, vol. 310. Institute of Physics Publishing, 2018.