Customer Stat is Faction

A STUDY ON CUSTOMER STATISFACTION WITH SPECIAL REFERENCE TO SHRI KANNAN DEPARTMENTAL STORE (P) LTD

(COIMBATORE)

By

VINOTH KUMAR .K

(Reg No: 1061224)

Of

K.S.RANGASAMY COLLEGE OF TECHONOLOGY

(An Autonomous Institution Affiliated To Anna University of Technology, Coimbatore)

TIRUCHENGODE - 637 215.

SUMMMER PROJECT REPORT

Submitted to the

FACULTY OF MANAGEMENT STUDIES

In partial fulfillment of the requirements for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

JULY-2011

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BONAFIDE CERTIFICATE

It is Certified that this project titled “A STUDY ON CUSTOMER STATISFACTION WITH SPECIAL REFENCE TO SHRIKANNAN DEPARTMENTAL STORE (P) LTD, COIMBATORE” is the bonafide work of

Mr. K.VINOTH KUMAR who carried out the research under my supervision.

Certified further, that to the best of my knowledge the work reported here

does not form part of any other project report or dissertation on the basis of

which a degree or award was conferred on an earlier occasion on this or any

other candidate.

DirectorSupervisor

Head of the Institution

Internal Examiner External Examiner

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K.S.RANGASAMY COLLEGE OF TECHNOLOGY (AUTONOMOUS)TIRUCHENGODE

MBA Summer Project Work(Batch 2010-2012)

Title of the project A STUDY ON CUSTOMER STATISFACTION WITH SPECIAL REFERNCE TO SHRI KANNAN DEPARTMENTAL STORE (P)

LTD,COIMBATORE

Name of the student &

E-mail address

K.Vinoth Kumar

[email protected]

Name of the

supervisor

M.PUPESH KUMAR MBA.,(PhD)

ASSOCIATE PROFESSOR

Industry where the

project is undertaken

SHRI KANNAN DEPARTMENTAL STORE (P) LTD COIMBATORE

ABSTRACTThis study entitled “A study on customer satisfaction with specials reference to Shri Kannan

departmental store (P) Ltd”. The research designed used for this research was descriptive

research. The researcher took 150 responds from the customers. The primary data collected

from the respondents through structured questionnaires. The statistical tool applied for this

study was percentage analysis.

The main objectives of the research are to identify the awareness of Shri Kannan

departmental store (P) Ltd, to find out the media advertisement, to identify the satisfaction

level of Shri Kannan departmental store (P) Ltd, Coimbatore.

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mailto:[email protected]

DECLARATION

I hereby declare that the project entitled “A STUDY ON CUSTOMER STATISFACTION WITH SPECIAL REFERNCE TO SHRI KANNAN DEPARTMENTAL STORE (P), LTD COIMBATORE” in partial Fulfillment for

the award if the degree of MASTER Of BUSINESS ADMINISTRATION is a

record of original project work done by me, during my period of study in

K.S.Rangasamy College of Technology (Autonomous), Tiruchengode under the guidance of Mr. M.Rupesh Kumar, Associate Professor,

Department of M.B.A and no part of it has been submitted for any other

Degree or Diploma.

Date : Signature:

Place : Name of the

candiate:

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ACKNOWLEDGEMENT

It is with great enthusiasm and learning spirit that I bring out this project

report. I also feel that it’s the right opportunity to acknowledge the support and

guidance that came in for various quarters during the course of completion of

my project. I am extremely thankful to our beloved Chairman Lion Dr. K.S

RANGASAMY and The Principal Dr. K. Thyagarajah., B.E., ME., Ph.D.,

SIMEEE, MISTE .

I express my gratitude to Dr .A. Lakshmi MA., MBA., M.Phil., B.Ed.,

Ph.D Director of MBA for rendering me all facilities and guiding me right

through the end for the successful completion of the work.

I would like to thank my internal guide Mr. M. Rupesh Kumar MBA.,

(PhD)., for the guidance and support which have been instrumental in

accomplishing this project.

I am thankful to V. Ravikrishnan, Personal Assistant, Shri Kannan

Departmental Store (P) Ltd, for permitting me to do project in their esteemed

organization and providing me all help needed to complete my project most

successfully.

I wish to convey my sincere thanks to all my teaching and non-teaching

staff of the department of management studies.

I thank my Family, Friends and the almighty for supporting me in every

way they could. At last I would like to thank all those who helped me directly

or indirectly in conduct successfully completing the project.

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CHAPTER NO PARTICUALRS PAGE NO.

1 INTRODUCTION 11.1 INTRODUCTION 1

1.2 OBJECTIVES OF THE STUDY 2

1.3 SCOPE OF THE STUDY 3

1.4 LIMITATIONS OF THE STUDY 4

1.5 CHAPTERIZATION OF THE STUDY 5

2 CONCEPTS AND REVIEW 62.1 CONCEPT OF THE STUDY 6

2.2 REVIEW OF RELATED LITRATURE 9

2.3 COMPANY PROFILE 17

2.4 PRODUCTS PFOFILE 18

3 METHODOLOGY 193.1 RESEARCH DESIGN 19

3.2 SURVEY DETAILS 19

3.3 SAMPLING DETAILS 19

3.3 DATA COLLECTION DETAILS 20

3.4 TOOLS USED FOR THE STUDY 20

4 ANALYSIS AND INTERPRETATION 21

5 FINDINGS, SUGGESTIONS AND CONCLUSION 49

5.1 FINDINGS 49

5.2 SUGGESTIONS 51

5.3 CONCLUSION 52

APPENDIX

BIBLIOGRAPHY 53

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LIST OF TABLES

TABLE.NO PARTICULAR PAGENO

1 GENDER OF RESPONDENTS 22

2 AGE GROUP OF RESPONDENTS 23

3 PROFESSION OF RESPONDENTS 24

4 INCOME LEVEL OF RESPONDENTS 25

5 VISITING OF RETAIL OUTLET 26

6 PURCHASING OF PRODUCT 27

7 FACTOR INDUCES TO PURCHASE 28

8 QUALITY OF PRODUCT 29

9 PRICING POLICY 30

10 AVAILABILITY OF PRODUCT 31

11 SATISFACTION LEVEL OF KANNAN PRODUCT 32

12 PACKING OF KANNAN PRODUCT 33

13 PROMOTIONAL OFFERS 34

14 SATISFACTION LEVEL OF STORES OFFERS 35

15 ADVERTISEMENTS OF THE STORE 36

16 INFORATION METHOD OF SPECIAL OFFERS 37

17 SATISFACTION OF SERVICE OFFERED BY THE STORE 38

18 DISTRIBUTION CHANNEL OF KANNAN STORE 39

19 DOOL DELIVERY 40

20 USEFUL OF MEMBERSHIP CARD 41

21 CREDIT/DEBIT CARD FACILITY 42

22 SALES PERSON OF THE STORE 43

23 OVERALL SATISFACTION LEVEL OF THE STORE 44

24 CHI SQUARE TEST-1 45

25 CHI SQUARE TEST-2 47

LIST OF CHARTS

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CHART.NO PARTICULAR PAGENO

1 GENDER OF RESPONDENTS 22

2 AGE GROUP OF RESPONDENTS 23

3 PROFESSION OF RESPONDENTS 24

4 INCOME LEVEL OF RESPONDENTS 25

5 VISITING OF RETAIL OUTLET 26

6 PURCHASING OF PRODUCT 27

7 FACTOR INDUCES TO PURCHASE 28

8 QUALITY OF PRODUCT 29

9 PRICING POLICY 30

10 AVAILABILITY OF PRODUCT 31

11 SATISFACTION LEVEL OF KANNAN PRODUCT 32

12 PACKING OF KANNAN PRODUCT 33

13 PROMOTIONAL OFFERS 34

14 SATISFACTION LEVEL OF STORES OFFERS 35

15 ADVERTISEMENTS OF THE STORE 36

16 INFORATION METHOD OF SPECIAL OFFERS 37

17 SATISFACTION OF SERVICE OFFERED BY THE STORE 38

18 DISTRIBUTION CHANNEL OF KANNAN STORE 39

19 DOOL DELIVERY 40

20 USEFUL OF MEMBERSHIP CARD 41

21 CREDIT/DEBIT CARD FACILITY 42

22 SALES PERSON OF THE STORE 43

23 OVERALL SATISFACTION LEVEL OF THE STORE 44

CHAPTER- 1

INTRODUCTION

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1.1 INTRODUCTION

The customer satisfaction is the relationship between the customer expectations and the products perceived performance. If the product matches the expectations, the customer is satisfied. If its exceeds, the customer is highly satisfied. A customer, if satisfied is more likely to purchase product the next time and will say good things about the product to others.

Customer satisfaction is closely like

Quality

Price

Availability

The American society for quality control defined CS as a totality of

features and characteristics of a product or services that bear on its ability to

satisfy customer need.

The customer focused definition suggestion that company that has

achieved total quality, services should meet or exceeds customer

expectations. Quality begins with customer needs and ends with customer

satisfaction.

1.2 OBJECTIVES OF THE STUDY

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The Project “A Study on Customer Statisfaction towards Shri Kannan

Departmental Store (P) Ltd, Coimbatore mainly involves in determinig the

statisfaction level of customer at Shri Kannan Departmental Store. The main

odjectives of this project are:

1. To identify the level of commitment of the customers towards the store.

2. To analyze the future relationship and trust of customers towards the

store.

3. To determine the different customer expectation of customers

perception about the retail sales person at the store.

4. To find out the impact of store factor on customer loyalty and

satisfaction

1.3 SCOPE OF THE STUDY

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SHRI KANNAN DEPARTMENTAL STORE The study focus on customer satisfaction towards the provided by Shri

Kannan departmental store. It includes the range of services offered, Quality

of the services provided. Customer relations, Facilities at the Office Charges

levied for the services, Expectations about other services.

It focuses in understanding the salient behavior patterns, and beliefs

and opinions of the customers. It helps in understanding the changes in the

attitude of the customers, towards the services offered, their expectations

about the services.

1.4 LIMITATIONS OF THE STUDY

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The researcher has a number of limitations that must be acknowledged.

The result of the study can be applied only with respect to Shri Kannan

departmental store, Coimbatore

The Researcher collected data using questionnaire and therefore the

study is limited.

Care had been taken at every stage from the questionnaire, choosing

the sample etc., to avoid any bias. But there are chances that some

bias would have crept in unknowingly.

Structured questionnaire are the base for collecting the data, it may

have disadvantages of not being to probe deep into the respondents

thoughts.

The sample when compared to the population was too small. Therefore

the results could not be generalized to larger population.

Sample Definition

Time Duration

1.5 CHAPTERIZATION OF THE STUDY:

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CHAPTER1: Deals with introduction, statement of the problem,

objectives of the study, limitation of the study,

chapterization of the study

CHAPTER2: Deals with review of literature, company profile in detail

and along with product profile

CHAPTER3: Deals with research design, data collection details, tools

of the study and period of the study.

CHAPTER4: Deals with analysis of the data.

CHAPTER5: Deals with findings, suggestions and conclusion of the

study.

CHAPTER-2CONCEPT AND REVIEW

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2.1 CONCEPT OF THE STUDYMARKETING

Marketing is a social and managerial process by which individuals and

groups obtain what they need want through creating and exchanging products

and value with others.

NEEDS, WANTS & DEMANDSThe new concepts in marketing emphasizes the need for giving the

consumer what he wants. Needs are a state of felt deprivation; wants are from

taken by human needs as they are shaped by culture and individual

personality. Demands are human wants that are backed by buying power.

Thus identification of what a consumer needs or wants and determining

the demand has changed the face of marketing. Impotence has shifted from

the producer or the manufacture to the consumer. The right of consumer has

been established and consumers are getting more and more aware of their

rights.

Customer satisfaction is the key to present day marketing. Customer

satisfaction depend on a products perceived performance is delivering value

relative to buyers expectations. If the products performance falls short of

customers expectations the buyers is dissatisfied. If performance matches or

exceeds, expectations, the buyer is satisfied or delighted.

Now a day the mantra developed by marketing experts emphasizes on

total quality management. Total quality management [TQM] programs,

designed to constantly improve the quality of their products. Services and

marketing process. Quality has direct impact on product performance and

hence on customer satisfaction.

MARKETING RESEARCH

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As the impends has been on consumer satisfaction the need for

marketing research arises. American Marketing Association (AMA) defines

market research as a systematic gathering, recording and analyzing of data

problems relating the marketing of goods and services.

The marketing research process has four steps

Defining the problem and research objectives.

Developing the research plan for collecting information.

Implementing the research plan, collecting and analyzing the data.

Interpreting and reporting the findings.

CONSUMER BEHAVIORThe person who makes a product purchases is not always the user, or

the only user of the product. Nor is the purchaser necessarily the person who

makes the product decision. Marketers must decide at whom to direct their

promotional efforts; the buyer or user. For some products they must identify

the person who is most likely to influence the decision. Some marketers

believe that buyers is the best prospect, others believe that it is the user and

still some others play it safe by directing their promotional effort to both buyer

and user.

ROLE OF CONSUMER RESEARCHConsumer research is the methodology used to study consumer

behavior. Given the fact that there are two major theoretical perspectives

concerning the study of consumer behavior, it is not surprising to find that

there is a divergence in theoretical and to some extent in research

methodology between the positivist approach and the interpretive approach.

Broadly speaking, positivists tend to be objective and empirical to seek

causes for behavior, and to conduct research studies which can be

generalized to larger populations. The early consumer researchers, with their

strategic management perspective, were largely positivist in their approach

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The research done by interpretive on the other hand, tends to qualitative and

based on small samples. Although they tend to view each consumption

situation as unique and anon replicable, interpretive seek to find common

patterns of operative values, meaning and behavior across consumption

situations.

ADVERTISING RESEARCHThe advertising research is an application of marketing research

aimed at the measurement of advertising effectiveness and ameliorates

advertising efficiency.

PRODUCT APPEAL RESEARCHThe attitude of consumers to whom the ad is measured. The

consumer might have favorable or unfavorable attitude towards competitors

brand in comparison with our brand of a particular product. The attitudes can

be measured to certain degrees of accuracy and they are the predictors of

behavior of the individuals. On the basis of these data of measurement of

attitudes both towards our brand and towards competitors brand of particular

product, we can conclude what attitudinal changes are required to brought

about in order to convert the unfavorable attitude into favorable attitude

toward our brand.

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2.2 REVIEW OF THE LITERATUREMs. Oksana Mont

Mr. Andrius Plepys

International Institute for Industrial Environmental Economics, Lund

[email protected]

This feasibility study commissioned by the National Institute for Advanced

Industrial Science and Technology in Japan (AIST) and supported by the

Sustainable Consumption Unit (UNEP) provided an overview of approaches

used in different disciplines for evaluating consumer behavior.

The study analyzed the applicability of existing research concepts,

theories, and tools for evaluating consumer satisfaction with product-service

systems (PSS). It included discussion over their strengths/weaknesses. This

paper presents a short overview of the study.

BACKGROUNDIt has been recognized that eco-efficiency improvements at production

and product design level can be significantly reduced or totally negated by

rebound effect from increased consumption levels. In line with this problem

factor 10 to 20 material and energy efficiency improvements have been

suggested (Factor 10 Club 1994; Schmidt-Bleak 1996; Bolund, Johansson et

al. 1998; Ryan 1998). The improvements, however, if not carefully done, may

still lead to rebound effects through changes in resource prices.

As a potential solution to the factor 10/20 vision system level

improvements have to be made, contrary redesigning individual products or

processes (Weterings and Opschoor 1992; Vergragt and Jansen 1993; von

Weizsäcker, Lovins et al. 1997;Ryan1998; Manzini 1999; Brezet, Bijma et al.

2001; Ehrenfeld and Brezet 2001).

The product service system (PSS) concept has been suggested as a

way to contributeto this system level improvement (Goedkoop, van Halen et

al. 1999; Mont 2000).Here the environmental impacts of products and

associated services should be addressed already at the product and service

design stage. Special focus should be given on the use phase by providing

alternative system solutions to owning products. A number of examples in

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B2B area exist that confirm the potential of PSS for reducing life cycle

environmental impact. It is, however, increasingly evident that

business examples are difficult to directly apply to the private consumer

market.

Private consumers, contrary to businesses, prefer product ownership

to service substitutes (Schrader 1996; Littig 1998). Even if accepted, the

environmental impactsof “services products” offers depend to a large extent

on consumer behaviour.To address this problem, either behavioral or service

system design changes are needed. Changing human behavior and existing

lifestyles contributes to the vision of sustainable development, but at the same

it is extremely difficult and time-consuming process.

”Life cycle approaches to sustainable consumption”, AIST

A potentially easier way is changing the design of product-service

system to reduce behavioral pitfalls. In order to change system design, it is

necessary to understand how consumer acceptance of more sustainable

solutions is formed, influenced or changed, what the influencing factors are

and what are the leverage points for best results with lowest costs.

Understanding consumer perceptions and behaviour in this context is crucial.

CONSUMER SATISFACTION PROCESSThe paramount goal of marketing is to understand the consumer and to

influence buying behaviour. One of the main perspectives of the consumer

behaviour research analyses buying behaviour from the so-called “information

processing perspective" (Holbrook and Hirschman 1982). According to the

model, customer decision-making process comprises a need-satisfying

behaviour and a wide range of motivating and influencing factors. The

process can be depicted in the following steps (Engel,

Blackwell et al. 1995):

Need recognition:Realization of the difference between desired situation and the

current situation that serves as a trigger for the entire consumption

process.

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Search for information:Search for data relevant for the purchasing decision, both from

internal sources (one's memory) and/or external sources.

Pre-purchase alternative evaluation:

Assessment of available choices that canfulfil the realized need

by evaluating benefits they may deliver and reduction of the number of

options to the one (or several) preferred.

Purchase:

Acquirement of the chosen option of product or service.

Consumption:

Utilization of the procured option.

Post-purchase alternative re-evaluation:

Assessment of whether or not and to what degree the

consumption of the alternative produced satisfaction.

Divestment:Disposal of the unconsumed product or its remnants. Besides

the information processing perspective, marketing analyses

consumerbehaviour by employing a psychologically grounded concept

of attitudes (Balderjahn1988; Ronis, Yates et al. 1989; Luzar and

Cosse 1998). It is consumer attitudes thatare usually named as the

major factor in shaping consumer behaviour and a wealth of studies is

available on the topic of how attitudes can predict behaviour.

DIFFERENT LEVELS OF COMPLEXITYWhen evaluating satisfaction with a product, customers initially assess

tangible features of the product. In the service context, the features, though

observable, are considerably less tangible and are thus more difficult to

assess. A product service system comprises four components (products,

services, infrastructures, and networks, rendering the evaluation process of

consumer satisfaction even more complex. Here the part of the system, with

which customer comes into direct contact, is larger than in the case of a pure

product or service, which has implications for customer evaluation process. In

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the case of PSS or eco-services, customers are exposed to both dimensions:

product and service.

In addition, due to closer relations with the service provider customers

can even become exposed to infrastructure and networks that support PSS

delivery. Therefore, in the PSS context, an evaluation of all four PSS

components becomes relevant:

Product evaluation is conducted by assessment of products or

technologies.

Person-based or other types of services (technical, information and

knowledge

services) that are included into PSS may be evaluated.

Infrastructure can be evaluated when the customer comes into contact

with

enabling supporting technology, or by evaluation of ambient conditions,

spatial

layout or by evaluating signs and artifacts’ of the PSS.

Networks, usually are not exposed to the eyes of the customer, but in

some

cases may be evaluated when they come into contact with the customers.

Product Products

Technologies

Service Person-based services

Technical,

Knowledge,

Information

Services

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Infrastructure Support

Technology

Ambient conditions

Spatial layout

Signs, artifacts

Networks Partners and suppliers of service provider

The Complete Customer Satisfaction Experience-An Introduction to the Domains of Customer SatisfactionBy Bart Allen Berry

Most don’t understand the variety of forces that act upon a customer to

influence their ultimate satisfaction with a particular product or service. The

ten domains ofsatisfaction1 are the statistical predictors of satisfaction in any

customer-supplier relationship and are all present to some degree in each

customer experience. Rather than go into too much detail about the research

etc. let’s illustrate with simple example: someone going to the bank to make a

deposit. What is the first thing our

bank customer has to think about?

Is the bank open? This falls into one of the ten domains called ‘Ease of

Access’.Ease of access issues are those blocks or inconveniences that stand

between the customer and getting what they want that either have to be

overcome or compensated for by the customer. Things like hours open,

finding a parking place, remote location, or a phone system that doesn’t allow

you to get to the person you need to talk to. Smart companies remove all the

barriers to accessing their products and services. Out bank customer has to

plan his day carefully to get to the bank after work before hey

close, or maybe now on Saturday morning (although his deposit won’t be

credited until Tuesday anyway) and plan schedule carefully if he wants the

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money in his account when he needs it to be there. (Someone should talk to

the Federal Reserve about 24/7 check clearing, I mean why the hell not?)

So our depositor gets to the bank and goes in, two additional

satisfaction factors hit himright away. ‘Environment’- which describes the

physical location. It looks clean, organized, safe and generally presents a

professional image. Environment also refers to the psychological environment

created by the supplier (more about that later).The second thing the customer

sees unfortunately is the line he has to wait in this particular Friday

afternoon. ‘Timeliness’ – is another of the domains of satisfaction and

encompasses a variety of factors such as wait time, on time, all the time

required etc.. Our boy is looking at about ten minutes because there are 10

windows but only two tellers working.

Finally, he gets up to the teller and is greeted cordially by a well

dressed and professional looking teller. ‘Self-Management’ is the satisfaction

domain that covers all of the front line service behaviors such as first

impression, courtesy, attentiveness and attitude. The teller is pretty nice, and

even calls him by his last name. “Mr. Jones, I’ll need to see two forms of ID

and you’ll need to swipe your ATM card in the terminal and put in your

password to verify your identification. Even though our boy has been waited

on by this teller for the past five years, he complies with the validation

process. ‘Commitment to the Customer’ is a little more abstract of a concept,

and encompasses the commitment to a customer relationship. You might call

it the romance in the relationship- how are you going to demonstrate to me

that I’m the most important customer? Are you honest with me? Do you have

a long-term commitment to our relationship? Do you let me know up front if

things aren’t going to turn out well? Do you take responsibility when things go

wrong?

Our bank customer thought he had a relationship with his bank, but the

teller had to even call her supervisor over to see of they would take his

deposit because the amount was over some arbitrary number.The teller then

got all friendly again once the deposit had been approved and executed the

transaction accurately without a mistake. ‘Quality’ is the satisfaction factor

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here, which in this case refers to an error-free process.This brings us to the

interesting concept of ‘importance weighting. Our bank customer has more

sensitively to certain satisfaction factors than others. In this case the Quality

of an error-free process is a lot more important than the new wallpaper in the

bank (Environment).In fact our customer has an internal weighting to all ten of

the customer satisfaction domains which is weighted differently for each

product or service in his universe.

Smart companies will try to determine this and match their

product/service delivery to these internal needs. When businesses don’t do

this they are generally unsuccessful. Finally, the teller offers Mr. Jones the

new long term CD deposit program the bank has just developed (Innovation).

Innovation means the supplier is constantly developing new and better

products and services to serve the customer’s needs. In this case Mr. Jones

is not especially impressed, and declines the offer. So in this simple scenario

we see that Mr. Jones was influenced by 7 separate satisfaction factors that

will create an overall impression of his customer satisfaction experience. If we

measured his satisfaction with each on a 1 (lowest) to 10 (highest) scale for

each of these factors it might look something like this:

Ease of Access 6

Environment 8

Timeliness 4

Self Management 8

Commitment 6

Quality 9

Innovation 5

Total 46

Now if we divide by the number of factors in the experience (7) we come up

with an

overall satisfaction score of 6.57.Now let’s pull in a little bit of information

called the customer satisfaction behavior curve. I’m going to present a very

simplified version of this. So here’s what this means in a nutshell. Customer

satisfaction behavior falls into three distinct zones- The Zone of

Dissatisfaction (4.1 or lower- the red zone)where customer actually take

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negative actions to not buy again or to tell negative things to others to

influence them negatively. As overall satisfaction numbers get lower, negative

satisfaction behaviors get stronger.

The yellow zone is the Zone of Customer Indifference. In this zone

customers are not loyal and are vulnerable to more satisfying supplier. The

Zone of satisfaction is where customers actually begin to return to buy again

out of preference and loyalty which increases with higher and higher return

and recommend behavior until the supplier reaches World Class Status or

and even stronger reputation. In our bank deposit example, a number of factor

contributed to the overall satisfaction rating given by Mr. Jones. At 6.57 Mr.

Jones is certainly not a loyal customer. Probably this is the closest bank to his

house or maybe the only one in town. The fact is, it wouldn’t take much for

another bank to do a better job and steal Mr. Jones’ business. It is important

to see however, that any competitor must score at least a 7.9 or higher to

effectively compete. Being a little higher but still in the zone of indifference

won’t cut it.Mediocre is mediocre.

This concept of the Overall Satisfaction Experience, the ten domains of

satisfaction (with50 sub characteristics) are described in great detail with

accompanying metrics, and matrixes, audits and examples in “What

Customers Want!” by Bart Allen Berry.

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2.3 COMPANY PROFILEShri Kannan Departmental Store (p) ltd is the one of the leading

departmental store network in TamilNadu. All the needs and expectations of

the customers during shopping are fulfilled with great attention. They have a

well trained, experienced and motivated staff to serve their valuable

customers with great attention and enthusiasm. Shri Kannan Departmental

Store, one of the biggest and largest selling departmental stores in Erode was

formed by Mr. D. Navaneetha Krishnan.

The store was started in 1989 with 5 employees working in it. The

departmental store has everything under one roof. Almost all the products

such as cosmetics, grocery, fancy and gift items, snacks and bakes, home

appliances, medicines baby care products, fruits and vegetables, etc are

available under one roof.

`It does not matter how much the customer purchase. The store supply all

kind of maligai (groceries), food items, masala (spices) and all varieties of rice

for customers family functions and occasions whether it is a small one or big.

They also provide catering services to their functions with variety of south

Indian, North Indian and Chinese food items. They are having their own

bakery and food production unit with highly sophisticated and hygienic

equipments with fully experienced staff under strict supervision in a pollution

free environment.

Their products are branded as Shri Kannan and distributed to other vendors

also. Initially, many hurdles were faced as the people had an opinion that the

products available in the store would be expensive. But the products sold in

the store are priced reasonably and affordable by all class of people. The

store currently has750 employees working in it. Customer satisfaction and

reasonable pricing are the key areas where the store has more strength.

The store has its head office at Erode. They had in total 40 branches all over

TamilNadu. The store has major branches in the area of Tirupur, Pollachi,

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Karur,Coimbatore and Salem. The firm has grown and expanded recent times

and it has opened 5 branches at Erode alone. Thus, Kannan departmental

stores have proved to maintain its standard, quality and have over thousands

of satisfied customers. The store celebrates customer day in the months of

December and January to delight its customers.

Customer can purchase everything for their need of their choice for home or

office. Brands of all renowned companies’, latest products, stationeries,

utensils, gifts & novelty items are available. They have their own door delivery

network

2.4 PRODUCT PROFILEDIVISIONS IN SHRI KANNAN DEPARTMENTAL STORE Grocery products.

Oil & rice.

Chocolate & sweets.

Cosmetics.

Medicines.

Fruits

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CHAPTER-3RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN It is design of the study connected with the techniques for collection of

the data and analysis of the data in a manner that aims to have relevance to

research purpose.

Type of research:Descriptive research design:- The research design includes survey and fault finding enquiries of

different kinds, it deals with the state of affairs and is an expert factor

research. The research does not have any influence on the data being

collected.

3.2 SAMPLING DETAILSThe Survey details has been completed by using of the Questionnaire

and the direct contact of the customers. The Survey details only in the

Coimbatore region only. It does not consists of any criteria.

3.3 DATA COLLECTION DETAILS Population size : Infinity.

Sample size : 150.

Sample unit : Coimbatore city.

3.4 DATA COLLECTION METHODData collection through the questionnaire is quite popular. The study

has been conducted with 150 customers of Shri Kannan Departmental Store

to find the effectiveness of questionnaire, then the questionnaire has been

serviced it is well designed & structured in order to enable collection of data

required.

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Data source: For this study the source of data selected was primary data. Primary

data are that which is collected fresh i.e. for the first time, and those happen

to be original in nature. The researcher has collected the data from the

respondent through personal contact using the questionnaire. Secondary

data regarding company, and product profiles, and customer list for sampling

was collected from company records.

3.5 TOOLS OF THE STUDY‘’ Questionnaire’ is the tool used for data collection the questionnaire

is designed by keeping the objectives in mind. For this study various types of

questions were framed as direct questions, they are just what their name

indicates. They explicitly ask for the information required. E.g. name closed

ended here both the questions as well as answers are structured.

Respondents are forced to select one or more than one options for that

particular question. E.g. Age group – choice, occupation- choice and multiple-

choice questions are the questions with more than two possible answers.

3.6 TOOLS USED FOR ANALYSIS OF DATA1. Simple percentage analysis

2.Chi-Square Test

Simple percentage analysis:Percentage refers to a special kind of ratio percentages are used to

describe relationship.

Percentage = no. of customers x100

Total No. Of customers

28

CHAPTER-4DATA ANALYSIS AND INTERPRETION

4.1 ANALYSIS OF DATAAnalysis is the process of placing the data in an ordered form,

combining them with the existing information and extracting the meaning from

them. In other words, analysis is an answer to the question ‘’what message is

conveyed by each group of data’’ which are otherwise raw facts and are unable to

give a meaningful information. The raw data become information only when they

are analyzed and put in a meaningful form.

INTERPRETATIONInterpretation is the process of relating various bits of information to

other existing information. Interpretation attempts to answer, ‘’ what relationship

exists between the findings to the research objectives and hypothesis framed for

the study in the beginning.’

29

TABLE NO: 1

GENDER OF RESPONDENTS

Attributes Number of respondent

s

Percentage

Male 48 32.00Female 102 68.00Total 150 100

Source: Primary Source

CHART NO: 1


Male Female0.00

10.0020.0030.0040.0050.0060.0070.0080.00

32.00

68.00

GENDER

catogery

Per

cent

age


Inference:

From the above chart, it infers that females are more in number come for shopping in the store. Male’s gives only 32% it intimates that males attitude are not towards the shopping.

30

TABLE NO:2

AGE GROUPS OF RESPONDENTS

Attributes no.of Res Percentage

15-25 23 15.33333

26-30 70 46.66667

31-35 20 13.33333

35-40 16 10.66667

40&above 21 14

Total 150


CHART NO 2

AGE GROUPS OF RESPONDENTS

15-25 26-30 31-35 36-40 41 and Above

0

10

20

30

40

50

1 2 3 4 51 2 3 4 5

15.3333333333333

46.6666666666664

13.3333 10.6666666666667 14

AGE

Pe

rce

nta

ge

Inference:

From the above chart we came to know that more no .of respondents who come for shopping belongings to the age group of 15-25.

31

TABLE NO 3

PROFESSION OF RESPONDENTS

Attributes

Number of respondents Percentage

SSLC 20 13.33HSC 10 6.67UG 70 46.67PG 40 26.67

Others 10 6.67Total 150 100.00

Source : Primary Data

CHART NO 3

PROFESSION OF RESPONDENTS

SSLC HSC UG PG Others0.00

10.00

20.00

30.00

40.00

50.00

13.33

6.67

46.67

26.67

6.67

QUALIFICATION

Per

cent

age

Inference:

From the above chart, it depicts that the customer come to shopping in the store is from maximum of under graduate qualification 47% rather than the other qualification.

32

TABLE NO 4

INCOME LEVEL OF RESPONDENTS

Attributes Number of

respondents PercentageBelow 10000 19 12.6710001-20000 35 23.3320001-30000 40 26.67above 30000 56 37.33Total 150 100

Source: Primary data

CHART NO 4

INCOME LEVEL OF RESPONDENTS

Below 10000 10001-20000 20001-30000 above 300000.00

10.00

20.00

30.00

40.00

12.67

23.3326.67

37.33

INCOME LEVEL

Per

cent

age

Inference

From the above chart we came to know that the people who preferring the shopping in the kannan dept is belonging to income of above30000.

33

TABLE NO 5

VISITING OF RETAIL OUTLET IN A MONTH

Attributes

Number of respondents

Percentage

1 time 27 18.001-3 times 35 23.333-5 times 42 28.00more than 5 times 46 30.67Total 150 100

Source : Primary Source

CHART NO 5

VISITING OF RETAIL OUTLET IN A MONTH

1 time 1-3 times 3-5 times more than 5 times

0.00

10.00

20.00

30.00

40.00

18.00

23.3328.00

30.67

VISITING THE OUTLETS

Per

cen

tag

e

Inference

From the above the chart it depicts that the people who visiting the retail outlet is more than 5 times per month is higher.

34

TABLE NO 6

PURCHASING OF THE PRODUCT FROM STORE

Attributes Number of respondents Percentage

Lesthan1 Year 23 19.171-3 Year 30 25.003-5 Year 10 8.33Morethan5 Year 57 47.50Total 150 100


CHART NO 6

PURCHASING OF THE PRODUCT FROM STORE

0>1 Year 1-3 Year 3-5 Year 0<5 Year0.00

10.00

20.00

30.00

40.00

50.00

19.17

25.00

8.33

47.50

PURCHASING THE PRODUCT FROM THE STORE

Per

cen

tag

e

Inference

The above chart it depicts that the maximum no. of the people is purchasing the product from the retail is maximum of 5 years.

35

TABLE NO 7

FACTOR INDUCES TO PURCHASE THE PRODUCT


Friends 24 16.00Neighbor 25 16.67Advertisement 52 34.67Offers 49 32.67Total 150 100

Source : primary Source

CHART NO 7

FACTOR INDUCES TO PURCHASE THE PRODUCT

Friends Neighbor Advertisement Offers0.00

10.00

20.00

30.00

40.00

16.00 16.67

34.6732.67

FACTORS INDUCES TO PURCHASE

Per

cent

age

Inference

The above chart it depicts that the 34 % of people purchasing the product from retail outlet is through the advertisements only.

36

TABLE NO 8

QUALITY OF PRODUCT

Attributes Number of respondents PercentageExtremely Satisfied 35 23.33Satisified 54 36.00Neutral 46 30.67Dissatisfied 10 6.67Extermely Dissatisfied 5 3.33Total 150 100.00


CHART NO 8

QUALITY OF PRODUCT

Extremely Satisfied

Satisified Neutral Dissatisfied Extermely Dissatisfied

0.00

10.00

20.00

30.00

40.00

23.33

36.0030.67

6.673.33

QUALITY OF THE PRODUCTLEVEL IN THE STORE

Per

cent

age

Inference

The above chart it depicts that there are 36% of the people are satisfied with the quality of the product in the retail out let.

37

TABLE NO 9

PRICING POLICY


Very good 33 22.00Good 50 33.33Netural 45 30.00Bad 15 10.00Very Bad 7 4.67Total 150 100.00


CHART NO 9

PRICING POLICY

Very good Good Netural Bad Very Bad0.00

10.00

20.00

30.00

40.00

22.00

33.3330.00

10.00

4.67

PRICING POLICY IN THE STORE

Per

cen

tag

e

Inference

The above chart it infers that 33% of the people says that the pricing policy of the retail outlet is good while the 4% of people says that it is very bad.

38

TABLE NO 10

AVAILABILITY OF THE PRODUCT

Attributes Number of respondents PercentageVery good 51 34.00Good 50 33.33Netural 32 21.33Bad 12 8.00Very Bad 5 3.33Total 150 100.00


CHART NO 10

AVAILABILITY OF THE PRODUCT


10.00

20.00

30.00

40.0034.00 33.33

21.33

8.00

3.33

AVAILABILITY OF PRODUCTIN THE STORE

Per

cen

tag

e

Inference

The above charts it depicts that the 34% of the people says that the availability of the product in the store is very good while the 3% of people says it is very bad.

39

TABLE NO 11

SATISFACTION LEVEL OF THE KANNAN PRODUCT


Extremely Satisfied 55 36.67Satisified 54 36.00Neutral 30 20.00Dissatisfied 7 4.67Extermely Dissatisfied 4 2.67Total 150 100.00


CHART NO 11

SATISFACTION LEVEL OF THE KANNAN PRODUCT

Extremely Satisfied


0.00

10.00

20.00

30.00

40.00 36.67 36.00

20.00

4.67 2.67

SATISFIED WITH THE PRODUCTS OF KANNAN STORES

Per

cent

age

Inference

The above chart it infers that the 36% of the people are extremely satisfied and satisfied with the kannan product.

40

TABLE NO 12

PACKING OF KANNAN PRODUCT



Source :Primary Source

CHART NO 12

PACKING OF KANNAN PRODUCT


10.00

20.00

30.00

40.00

50.0043.33

32.00

19.33

3.33 2.00

PACKING IN THE KANNAN STORES

Per

cen

tag

e

Inference

From the above chart we come to know that the 43% of the people are saying that the packing of the kannan product is very good.

41

TABLE NO 13

PROMOTIONAL OFFERS


Free 4 2.67Discount 40 26.67Low Price 27 18.00coupns 34 22.67Vouchers 45 30.00Total 150 100.00


CHART NO 13

PROMOTIONAL OFFERS

Free Discount Low Price Coupons Vouchers0.00

10.00

20.00

30.00

40.00

2.67

26.67

18.0022.67

30.00

PROMOTIONAL OFFERS PROVIDED BY KANNAN STORES

Pe

rce

nta

ge

Inference

The above chart it depicts that the 30% of the people prefer the promotional offers (Voucher). While comparatively high about the free offers.

42

TABLE NO 14

SATISFACTION OF THE STORE OFFERS




CHART NO 14

SATISFACTION OF THE STORE OFFERS

Extremely Satisfied


0.0010.0020.0030.0040.0050.00

16.67

30.00

46.00

5.33 2.00

SATISFIED OF STORES OFFERS

Per

cen

tag

e

Inference

The above charts it infers that 46% of the people are neutrally satisfied with stores offers while comparatively higher than the extremely satisfied with the stores offers.

TABLE NO 15

43

ADVERTISEMENT OF THE STORE

Attributes Number of respondents PercentageVery good 29 19.33Good 57 38.00Netural 42 28.00Bad 14 9.33Very Bad 8 5.33Total 150 100.00


CHART NO 15

ADVERTISEMENT OF THE STORE


10.00

20.00

30.00

40.00

19.33

38.00

28.00

9.335.33

ADVERTISEMENT OF THE KANNAN STORE

Per

cent

age

Inference

The above chart it depicts that the 38% of the people are saying that the advertisement of the kannan department is good and it is higher than the people who saying that it is very good.

TABLE NO 16

44

INFORMATION METHOD OF SPECIAL OFFERS


SMS 67 44.67Phone 54 36.00E-Mail 12 8.00Others 17 11.33Total 150 100


CHART NO 16

INFORMATION METHOD OF SPECIAL OFFERS

SMS Phone E-Mail Others0.00

10.00

20.00

30.00

40.00

50.0044.67

36.00

8.0011.33

INFORMATION METHOD FOR SPECIAL OFFERS

Per

cent

age

Inference

The above chart it depicts that the 47% of the people are preferin the SMS method for the information of the special offers.

45

TABLE NO 17

SATATISFACTION OF SERVICE OFFER BY THE STORE

Attributes Number of respondents

Percentage

Yes 117 78.00No 33 22.00Total 150 100


CHART NO 17

SATATISFACTION OF SERVICE OFFER BY THE STORE

Yes No0.00

10.0020.0030.0040.0050.0060.0070.0080.0090.00

78.00

22.00

SERVICE PROVIDED BY THE KANNAN STORE

Perc

enta

ge

Inference

From the above chart we came to know that the 78% of the people are satisfied with the service provided by the retail outlet.

TABLE NO 18

46

DISTRIBUTION CHANNEL OF KANNAN STORE


Extremely Satisfied 12 8.00Satisfied 70 46.67Neutral 56 37.33Dissatisfied 8 5.33Extremely Dissatisfied 4 2.67Total 150 100.00


CHART NO 18

DISTRIBUTION CHANNEL OF KANNAN STORE


10.00

20.00

30.00

40.00

50.00

15.33

46.00

26.67

9.33

2.67

DISTRIBUTION CHANNEL OF THE KANNAN STORE

Per

cen

tag

e

Inference

From the above chart it infers that 46% of the people are saying that the distributional channel of the retail out let is good.

TABLE NO 19

47

DOOR DELIVERY OF THE KANNAN STORE



Source : Primary source

CHART NO 19

DOOR DELIVERY OF THE KANNAN STORE


10.00

20.00

30.00

40.00

50.00

15.33

46.00

26.67

9.33

2.67

Door Delivery of Kannan Store

Per

cen

tag

e

Inference

The above chart it depicts that the 46% of the people are saying that the door delivery of the kannan retail outlet is good while comparitatively higher than the 15% people are saying very good.

TABLE NO 20

48

USEFUL OF MEMBERSHIP CARD

Attributes Number of respondents

Percentage

Yes 101 67.33No 49 32.67Total 150 100

Sourrce: Primary Source

CHART NO 20

USEFUL OF MEMBERSHIP CARD

Yes No0.00

10.0020.0030.0040.0050.0060.0070.0080.00

67.33

32.67

MEMBERSHIP CARD PROVIDED BY THE KANNAN STORE

Perc

enta

ge

Inference

The above chart it depicts that the 67% of the people are satisfied with the membership card provided by the kannan store.

TABLE NO 21

49

CREDIT/ DEBIT CARD FACILITY




CHART NO 21

CREDIT/ DEBIT CARD FACILITY

Extremely Satisfied


0.0010.0020.0030.0040.0050.0060.0070.00

8.67

57.33

26.67

4.67 2.67

CERDIT/DEBIT CARD FACILITY IN THE KANNAN STORES

Per

cen

tag

e

Inference

From the above charts it infers that the 57% of the people are satisfied with the credit/debit card facilities in the retail outlet.

TABLE NO 22

50

SALES PERSON OF THE STORE



Source :Primary Source

CHART NO 22

SALES PERSON OF THE STORE


10.00

20.00

30.00

40.00

50.00

24.67

40.00

22.67

8.004.67

SALES PERSON IN THE KANNAN STORE

Pe

rcen

tag

e

Inference

The above chart it depicts that the 40% of the people are saying that the communication of the sales person are good.

TABLE NO 23

51

OVERALL SATISFACTION LEVEL OF STORE




CHART NO 23

OVERALL SATISFACTION LEVEL OF STORE

Extremely Satisfied


0.00

10.00

20.00

30.00

40.00

50.00

16.67

45.33

26.67

8.003.33

OVER ALL SATISFACTION ABOUT KANNAN STORES

Per

cent

age

Inference

From the above chart we came to know that only the 45% of the people are satisfied about the overall service provided by the retail outlet.

CHI-SQUARE TEST:1

52

AGE * Commitment Level Cross tabulationCommitment Level

Totalstrongly agree agree

netural

disagree

strongly disagree

AGE

15-25 Count 5 12 0 3 3 23

Expected Count

5.1 14.1 1.7 .9 1.2 23.0

26-30 Count 15 43 7 3 2 70

Expected Count

15.4 42.9 5.1 2.8 3.7 70.0

31-35 Count 7 9 2 0 2 20

Expected Count

4.4 12.3 1.5 .8 1.1 20.0

36-40 Count 1 14 1 0 0 16

Expected Count

3.5 9.8 1.2 .6 .9 16.0

41& above

Count 5 14 1 0 1 21

Expected Count

4.6 12.9 1.5 .8 1.1 21.0

Total Count 33 92 11 6 8 150

Expected Count

33.0 92.0 11.0 6.0 8.0 150.0

Null Hypothesis (H0):There is no significant relationship between Age and loyalty.

Alternative Hypothesis (H1): There is a significant relationship between Age and loyalty.

53

CHI-SQUARE TESTS

Value dfAsymp. Sig. (2-

sided)

Pearson Chi-Square 21.273 16 .168Likelihood Ratio 23.889 16 .092Linear-by-Linear Association 1.900 1 .168N of Valid Cases 150

17 cells (25.6.0%) have expected count less than 5. The minimum expected count is .64.

Interpretation:From the above analysis the calculated value is less than tabular value. So

that null hypothesis is rejected. So there is a significant relationship between

Age and loyalty

54

CHI-SQUARE TEST: 2

AGE * Commitment Level Cross tabulationCommitment Level

Totalstrrongly

agree agreenetura

ldisagre

estrongly disgree

AGE

15-25 Count 4 16 3 0 0 23

Expected Count

7.5 13.3 .8 .8 .6 23.0

26-30 Count 20 42 2 4 2 70

Expected Count

22.9 40.6 2.3 2.3 1.9 70.0

31-35 Count 8 12 0 0 0 20

Expected Count

6.5 11.6 .7 .7 .5 20.0

36-40 Count 5 9 0 0 2 16

Expected Count

5.2 9.3 .5 .5 .4 16.0

41& above

Count 12 8 0 1 0 21

Expected Count

6.9 12.2 .7 .7 .6 21.0

Total Count 49 87 5 5 4 150

Expected Count

49.0 87.0 5.0 5.0 4.0 150.0

Null Hypothesis (H0):There is no significant relationship between Age and proud to be a

customer

Alternative Hypothesis (H1): There is a significant relationship between Age and to be a customer.

55

CHI-SQUARE TESTS

Value dfAsymp. Sig. (2-

sided)

Pearson Chi-Square 27.485 16 .036Likelihood Ratio 27.070 16 .041Linear-by-Linear Association 2.694 1 .101N of Valid Cases 150

15 cells (32.3.0%) have expected count less than 5. The minimum expected count is .43.

Interpretation:From the above analysis the calculated value is greater than tabular value. So

that null hypothesis is accepted. So there is a no significant relationship

between Age and proud to be a customer.

56

CHAPTER-5

FINDINGS AND SUGGESTION

5.1 FINDINGS

It is identified that female are the person who is coming for the shopping.

From this we find out that the people who prefer the shopping is belonging

to the group of 15-25.

The undergraduate people are the maximum part of the shopping in the

retail outlet.

The people who preferring the shopping in the retail outlet is belonging to

the income level of above Rs 30000 per month.

It find out that the people who visiting the retail outlet in a month is more

than 5 times is higher.

From this we identified that the people are purchasing the product from the

retail outlet is more than 5 years.

The advertisements are the only factor which induces the 34% of the total

respondents to purchase the product from the retail outlet.

It is identified that the 36% of the people are satisfied with the quality of

the product in the store.

It is found that the 33% of the people accepting that the pricing policy of

the product in the retail outlet is good.

From the total respondents that the 34% of the people are accepting that

the availability of the product in the retail outlet is good.

It is identified that the 36% of the total respondents are satisfied about the

kannan products.

The 43% of the total respondents are saying that the packing of the

kannan product is very good.

From the total respondents that the 30% of the people prefer the vouchers

in the promotional offers.

It is identified that the 46% of the total respondents are neutrally satisfied

about the stores offers.

57

The 38% of the total respondents are saying that the advertisements of the

retail out let are good.

The people prefer the information method for the special offers from the

retail outlet is SMS.

It is identified that the 78% of the total respondents are satisfied with the

service provided by the retail outlet.

From the total respondents that the 46% of the people are saying good

about the distribution channel of the retail outlet.

The 46% of the people from the total respondents accepting that the door

delivery of the retail outlet is good.

The membership card provided by the retail outlet is use full to the 67% of

the total respondents.

The credit /debit card facility inside of the retail outlet is satisfied to 57% of

the total respondents.

It is identified that the 40% of the respondents accepting that the

communication and the performance of the sales person in the retail outlet

is good.

From the total respondents that the 45% of the people are satisfied with

the overall service provided by the retail outlet.

58

5.2 SUGGESTION & RECOMMENDATIONSIn the modern marketing customer satisfaction has an important role

and therefore the producer must take necessary steps to maintain cordial

satisfaction.

When the problems are being pointed out, next step is to solve the problem.

Some favorable suggestions are put forward in order to overcome such

drawbacks.

It’s found that most of the target audience is unaware of the product brand;

the advertiser’s task is to build awareness, with simple messages repeating

the product/brand name.

If the retailer should gave any promotional offer the product should easily

reach the customer as more.

59

5.3 CONCLUSION The analysis of the study shows that the satisfaction level of the

customer is high. Though the no of respondents who are highly satisfied are

low and some are dissatisfied with the price and services.

Manufacturing of the quality product that the kannan retail outlet has

maintaining the good quality of the people which is satisfied by the customer.

However the findings and the suggestion of the project will help the

company to improve the satisfaction of the customers of the kannan retail

outlet and to improve the sales.

60

BIBLIOGRAPHY

Newspaper: The Economic times,

Business standard

Website: www.wikipedia.com

www.rbi.com

www.shrikannandept.com

Books: Kutler Philip, Principle Of Management .

khothri CR, Research Methodology.

61

http://www.shrikannandept.com/

http://www.rbi.com/

http://www.wikipedia.com/

QUESTIONNAIRE

Shopper Details:

(Please put a tick mark wherever applicable)

1. Name (optional) :____________________

2. Gender:

Male Female

3. Age:

15-25 26-30 31-3536-40 41 & above

4. Qualification:

SSLC HSC UGPG Others____________

5. Profession:

Student Business Govt. Employee

Pvt. Employee Agriculture Others

6. Family size:

Below 2members 3-4 members Above 5 members

7. Income level:

Below10000 10001-20000

20001-30000 Above30000

1. Whether you are purchasing products from the store?

Yes No

2. How many times you are visiting the retail outlet in a month?

1 time 1 to 3 times

3to 5 times More than 5times

3. How long are you purchasing products from the store?

62

Less than 1year 1-3 year 3-5year

More than 5 year

4. Which kind of factor induces you to purchase from the store?

Friends NeighborAdvertisement Offers

5. What is your opinion about the quality of the product in the store?

Extremely Satisfied Satisfied

Neutral

Dissatisfied Extremely Dissatisfied

6. The pricing policy of the store is

Very Good Good

Neutral

Bad Very Bad

7. Availability of the product in the store is

Very Good Good

Neutral

Bad Very Bad

8. Are you satisfied with the products of Kannan store?


Neutral


9. Are you satisfied with the packing of the Kannan products?

Very Good Good

Neutral

Bad Very Bad

10. What kind of the promotional offers provided by the store?

Free Discount

Low price Coupons Vouchers

11. Are you satisfied with the store’s offers?


Neutral


63

12. What is your opinion about the advertisement of the store?

Very Good Good

Neutral

Bad Very Bad

13. What kind of the information method they have provided for the special offers?

SMS Phone call E-

Mail Others

14. Are you satisfied by the service offered in the store?

Yes No

15. Are you satisfied with the distribution channel of the store?


Neutral


16. Are you satisfied with the door delivery of the store?

Very Good Good

Neutral

Bad Very Bad

17. Whether the membership card issued by the store is useful?

Yes No

18. Are you satisfied with credit/debit card facility in the store?


Neutral


19. What is your commitment level with the store?

Factors Strongly

Agree

Agree Neutral Disagree Strongly

Disagree

I am proud to be a

customer of this store

I am a loyal patron of

this store

20. What about your future relationship & trust with store?

Factors Strongly

Agree

Agree Neutral Disagree Strongly

Disagree

64

Products are Reliable

Trust worthy service

Frequent purchasing

Store loyal

21. What is your overall satisfaction about the sales person of the store?

Very Good Good

Neutral

Bad Very Bad

22. What is your overall satisfaction about the store?


Neutral


23. As customer of this store, do you have any complaints?

Product quality Delay in supply

Price Parking Facility Interiors

Others(specify)

Thank You for your kind response….

65

Documents

Customer Stat is Faction