A Study On Customer Satisfaction in Domestic Sales

A STUDY ON CUSTOMER SATISFACTION IN DOMESTIC SALES WITH
REFERENCE TO ANGLO FRENCH TEXTILES (PTC Ltd.,)

PUDUCHERRY
SUMMER PROJECT
Submitted by
A.VISVAM
REGISTER NO. 27348356
Under the guidance of
Mrs. M.JANAKI RAMA M.B.A., P.G.D.C.A.,

Faculty, department of management studies
In the partial fulfillment for the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
DEPARTMENT OF MANAGEMENT STUDIES
SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE

PONDICHERRY UNIVERSITY
PUDUCHERRY, INDIA
SEPTEMBER 2007
SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE
PONDICHERRY UNIVERSITY
DEPARTMENT OF MANAGEMENT STUDIES
BONAFIDE CERTIFICATE
This to certify that the project work entitled “ A STUDY ON CUSTOMER

SATISFACTION IN DOMESTIC SALES WITH REFERENCE TO ANGLO FRENCH
TEXTILES (PTC Ltd.,)” is a bonafide work done by A.VISVAM [ REGISTER NO:
27348356 ] in partial fulfillment of the requirement for the award of Master of Business
Administration by Pondicherry University during the academic year 2007 – 2008.
HEAD OF DEPARTMENT GUIDE
Viva-Voce Examination held on
EXTERNAL EXAMINER
2
ACKNOWLEDGEMENT II
First and foremost, I thank the God for his substantial blessing and mercy at all stages in the
completion of the project.
I take this opportunity to express my deep sense of gratitude to Shri.N.Kesavan, Founder

Chairman, Shri.M.Dhanasekaran, Managing Director and Shri.S.V.Sugumaran, Vice-
Chairman of our college for their good wishes for this project.
I express my immense gratitude to our Principal Dr.V.S.K.Venkatachalapathy for his support

and encouragement for the completion of my project.
I extend the immense gratitude to the Head of the Department Mr.S.Jayakumar for his
motivation, inspiration, and encouragement for the completion for my project.
The valuable and unflinching requital support in this Endeavor Mrs.M.Janaki Rama my internal
guide whose assistance was immeasurable to the completion of this project.
I express my earnest gratitude to Mr. Nantha Kumar, Home Sales Manager, Anglo French
Textiles, Ltd, Puducherry for giving me an opportunity to do a project in this reputed
organization.
I am sincerely thankful to Mr. Antony my External Guide, Home Sales Department, Anglo
French Textiles, Ltd (AFT) for his helps and support through out the project.
I would also like to thank all the staff of the organization for helping me directly and indirectly to
conclude this work. Last, but not the least, my heart felt gratitude to my parents, relatives and
my friends for their constant encouragement, support, help and valuable advice to make this
project a success.
3
TABLE OF CONTENTS I
LIST OF TABLES
LIST OF CHARTS
CHAPTER PAGE
TITLE
NO. NO.
1 INTRODUCTION 1
2 REVIEW OF LITERATURE 11
3 OBJECTIVES OF THE STUDY 19
4 RESEARCH METHODOLOGY 20
5 DATA ANALYSIS AND INTERPRETATION 23
6 FINDINGS, SUGGESTIONS, 46
RECOMMENDATIONS OF THE STUDY
7 CONCLUSION 49
8 LIMITATION AND SCOPE OF THE STUDY 50
APPENDCES:-
ANNEXURES - 1. BIBLIOGRAPHY
ANNEXURES - 2. QUESTIONNAIRE
ABSTRACT III
4
This project report entitled “A Study on customer satisfaction in domestic Sales with
reference to AFT puducherry” is intended to determine the customer satisfaction, products
awareness, fluctuation of demand and needs and wants of the customers.
Primarily the well defined objectives are framed according to the study. Then
questionnaire is prepared based on the defined objectives. The prepared questionnaire is used to
get by way of personal interview from the customers.
The response given by the customers are analyzed and interpret using different types of
statistical tools such as percentage analysis, chi-square method.
From the analysis some general findings are araised and that are more related with the
framed objectives for this study. According to the findings the suggestion are given and the
conclusions are also based on the findings which will be more helpful for the organizations.
LIST OF TABLES IV
TABLE NO TITLE PAGE NO
5
GENDER WISE RESPONDANTS DETAILS
6.1
17
AGE WISE RESPONDANTS DETAILS
6.2
18
OCCUPATION WISE RESPONDENTS DETAILS
6.3
19
MONTHLY INCOME WISE RESPONDENTS DETAILS
6.4 20
HOW LONG YOU HAVE BEEN A CUSTOMER OF AFT
6.5
21
HOW OFTEN YOUR PURCHASING THE CLOTH
6.6
22
OPINION OF THE LEVEL OF SATISFACTION
6.7
REGARDS TO DURABILITY 23
THROUGH WHOM YOU CAME TO KNOW ABOUT
6.8
THE AFT PRODUCTS 24
REPRESENTING THE FACTOR ATTRACTED YOU TO
6.9
BUY AFT PRODUCTS 25
OPINION OF THE CUSTOMER ABOUT WHAT KIND
6.10 OF FABRIC PURCHASING IN AFT 26
REPRESENTING THE REPURCHASE OF AFT
6.11
PRODUCTS 27
REPRESENTING THE QUALITY OF AFT PRODUCTS
6.12
28
REPRESENTING THE PRICE OF AFT PRODUCTS
6.13
29
OPINION OF THE CUSTOMER ABOUT QUANTITY OF
6.14
PURCHASE 30
REPRESENTING THE COMMENTS OF THE QUALITY
6.15
OF AFT PRODUCTS 31
REPRESENTING THE FEEL ABOUT AFT FABRIC
6.16
32
OPINION OF THE CUSTOMER USING AT THE TIME
6.17
OF WASH 33
RECOMMEND THE AFT PRODUCT TO YOUR FRIEND
6.18
34
OPINION OF THE CUSTOMER ABOUT FACTORS OF
6.19
AFT FABRIC 35
OPINION OF THE CUSTOMER ABOUT THE
6.20
ADVERTISEMENT OF AFT FABRIC 36
OPINION OF THE CUSTOMER ABOUT THE OVER ALL
6.21 SATISFACTION OF AFT FABRIC 37
REPRESENTING THE LEVEL OF SATISFACTION IN
6.22 REGARD TO CUSTOMER SERVICE 38
6
OPINION OF THE REGULAR CUSTOMER ABOUT AFT
6.23
39
OPINION OF THE NON REGULAR CUSTOMER
6.24
ABOUT AFT 40
6.25 PREFERENCES OF FABRIC PURCHASING IN AFT *
41
REPRESENTING THEIR FEEL ABOUT AFT FABRIC
6.26 PRODUCTS * REPRESENTING THE PRICE OF AFT
42
PRODUCTS
LIST OF CHARTS V
TABLE NO TITLE PAGE NO
7
6.1
17
6.2
18
OCCUPATION WISE RESPONDENTS DETAILS
6.3
19
MONTHLY INCOME WISE RESPONDENTS DETAILS
6.4 20
HOW LONG YOU HAVE BEEN A CUSTOMER OF AFT
6.5
21
6.6
22
OPINION OF THE LEVEL OF SATISFACTION
6.7
REGARDS TO DURABILITY 23
6.8
THE AFT PRODUCTS 24
REPRESENTING THE FACTOR ATTRACTED YOU TO
6.9
BUY AFT PRODUCTS 25
OPINION OF THE CUSTOMER ABOUT WHAT KIND
6.10 OF FABRIC PURCHASING IN AFT 26
6.11
PRODUCTS 27
6.12
28
6.13
29
6.14
PURCHASE 30
REPRESENTING THE COMMENTS OF THE QUALITY
6.15
OF AFT PRODUCTS 31
6.16
32
OPINION OF THE CUSTOMER USING AT THE TIME
6.17
OF WASH 33
6.18
34
OPINION OF THE CUSTOMER ABOUT FACTORS OF
6.19
AFT FABRIC 35
6.20
ADVERTISEMENT OF AFT FABRIC 36
OPINION OF THE CUSTOMER ABOUT THE OVER ALL
6.21 SATISFACTION OF AFT FABRIC 37
REPRESENTING THE LEVEL OF SATISFACTION IN
6.22 REGARD TO CUSTOMER SERVICE 38
8
6.23
39
OPINION OF THE NON REGULAR CUSTOMER
6.24
ABOUT AFT 40
6.25 PREFERENCES OF FABRIC PURCHASING IN AFT *
41
REPRESENTING THEIR FEEL ABOUT AFT FABRIC
6.26 PRODUCTS * REPRESENTING THE PRICE OF AFT
42
PRODUCTS
CHAPTER 1
INTRODUCTION
9
1.1 INDIAN TEXTILE INDUSTRY
The Indian textile industry is one of the largest in the world with a massive raw material
and textiles manufacturing base. Our economy is largely dependent on the textile manufacturing
and trade in addition to other major industries. About 27% of the foreign exchange earnings are
on account of export of textiles and clothing alone. The textiles and clothing sector contributes
about 14% to the industrial production and 3% to the gross domestic product of the country.
Around 8% of the total excise revenue collection is contributed by the textile industry. So much
so, the textile industry accounts for as large as 21% of the total employment generated in the
economy. Around 35 million people are directly employed in the textile manufacturing activities.
Indirect employment including the manpower engaged in agricultural based raw-material
production like cotton and related trade and handling could be stated to be around another 60
million.
A textile is the largest single industry in India (and amongst the biggest in the world),
accounting for about 20% of the total industrial production. It provides direct employment to
around 20 million people. Textile and clothing exports account for one-third of the total value of
exports from the country. There are 1,227 textile mills with a spinning capacity of about 29
million spindles. While yarn is mostly produced in the mills, fabrics are produced in the power
loom and handloom sectors as well. The Indian textile industry continues to be predominantly
based on cotton, with about 65% of raw materials consumed being cotton. The yearly output of
cotton cloth was about 12.8 billion m (about 42 billion ft). The manufacture of jute products (1.1
million metric tons) ranks next in importance to cotton weaving. Textile is one of India’s oldest
industries and has a formidable presence in the national economy inasmuch as it contributes to
about 14 per cent of manufacturing value-addition, accounts for around one-third of our gross
export earnings and provides gainful employment to millions of people. They include cotton and
jute growers, artisans and weavers who are engaged in the organized as well as decentralized and
household sectors spread across the entire country.
10
1.2 ROLE OF INDIAN TEXTILE INDUSTRY IN THE ECONOMY
Textile industry plays a significant role in the economy. The Indian textile industry is
one of the largest and most important sectors in the economy in terms of output, foreign
exchange earnings and employment in India. It contributes 20 per cent of industrial production,
9 per cent of excise collections, 18 per cent of employment in industrial sector, nearly 20 per
cent to the country’s total export earnings and 4 per cent ton the GDP. The sector employs
nearly 35 million people and is the second highest employer in the country. The textile sector
also has a direct link with the rural economy and performance of major fiber crops and crafts
such as cotton, wool, silk, handicrafts and handlooms, which employ millions of farmers and
crafts persons in rural and semi-urban areas. It has been estimated that one out of every six
households in the country depends directly or indirectly on this sector.
India has several advantages in the textile sector, including abundant availability of raw
material and labor. It is the second largest player in the world cotton trade. It has the largest
cotton acreage, of about nine million hectares and is the third largest producer of cotton fiber
in the world. It ranks fourth in terms of staple fiber production and fourth in polyester yarn
production. The textile industry is also labor intensive, thus India has an advantage.
1.3 PROFILE OF ORGANIZATION
1.3.1 HISTORY OF MILL
Anglo French textiles limited were founded in 1898. Then called as rodier mill. In 1951
the name was changed from rodier mill to Anglo French textile (AFT) limited and during the year
the mill was equipped with spinning capacity of 44256 spindles and processing with 1000 looms.
After this incorporation, best and company private limited managed the mill as managing agents.
The rodier mill had run into difficulties prior the defecate transfer of the French rule in
Pondicherry to the Indian union. The mills in Pondicherry exported all the products to French
overseas territories through the market dried up in 1955 due to the transfer of pondicherry
11
territory to the Indian union government. However the position improved by 1958 with the
establishment of the marketing network in India and the mill was modernized in to some extend.
In 1963, the management changed hands and the late Sri Ramachari a senior industrialist
in the textile field, took over the reins of the mill and the mill made very considerable
improvement, in as 75 % of it’s product were exported. In 1964, the mill expanded and a new
mill was commissioned with 687 automatic looms. In 1975 a spinning unit canvas mill with
13500 spindles was starts at Ayyankutti Pallayam. In 1981 Jatia & Somani group from Bombay
took over the mill. Due to mismanagement and lab our problems, the mill‘s financial position
declined considerably and it was closed down on 4th July 1983. The manager then fled to Bombay
and for 6 months the employees didn’t get their wages. After two and a half years the mill was
taken over by the government of pondicherry under 2988 textile act and the mill was placed
under pondicherry Textile Corporation limited. The security department looked after the mills
from 1984 to 1986.
The cleaning of the mills machinery’s was taken up from 8.12.1985 and the canvas mill
(now called”count”) was restarted from 27.3.1986 and ‘a’ and ’b’ units (old and new mill) were
started on 10.7.1986. After the take over the mil by the government, new machinery’s were
commissioned shuttle less looms with a width 230 were imported from USSR and installed in ‘c’
unit. In the processing department also, new machineries were added for and increased capacity.
The spinning and weaving department were expanded too.
The mill under pondicherry Textile Corporation limited launched many valuable welfare
schemes. The mill at present has a tailoring unit at the industrial estate were employee’s
children’s are given training. The mill has 3 shifts, all seven days a week and has 5750 workers,
692 staff members which include clerks, supervisors and officers.
12
1.3.2 PRODUCT PROFILE IN AFT
The spectrum of product versatility
1.3.2.1 Industrial fabrics
1. Foam coated curtain lining.

2. PVC coated fabrics.
3. Recreational and camping equipment.
4. Abrasives.
5. Belting.
6. Shoe uppers.
1.3.2.2 Institutional fabrics suitable for
1. Entire range of hospital line.

2. Hotel and restaurant linen.
3. Uniforms fabrics schools, institutions, factories, defense and Para-military
organizations.
4. Fire-resistant fabrics.
5. Stain-resistant fabrics.
1.3.2.3 Consumer product which consist of
1. Household linen of all types.

2. Dress material satin, twills, poplin, chambray, oxford, cambric…
3. Furnishings & draperies.
4. Specialized fabrics and fashion garments.
5. Ready-mades.
13
1.3.3 MANAGEMENT AT AFT
At, present, the Anglo French textiles in managing by a chairman-managing director,

subject to control and supervision of board of directors. The control and supervision of consists
of a chairman and five directors. All the directors are appointed by a set of memorandum and
articles of association.
1.3.4 BRIEF ACCOUNT OF OTHER DEPARTMENTS

The various departments in AFT are viz.
1.3.4.1 Production department
Spinning department – blow room, carding and spinning.
Weaving preparatory department – winding, warping and sizing.
Weaving department – loom shed.
Processing department – bleaching, printing and dyeing.
Warehouse department – examining, packing and bailing.
1.3.4.2 Service departments

Marketing department
Finance and accounts department
Purchase and stores
Quality assurance
Personnel department
1.3.5 QUALITY COMMITMENT
Anglo French textile is dedicated to a system of quality management, which will ensure
that its products and services meet the requirements of its customers at all times. At each and
every stage of production process control is done to ensure quality.
14
Anglo French is Dedicated:-
To a system of quality
Management, which will ensure
That its products and services
Meet the requirements of its
Customer at all times.
1.3.6 QUALITY POLICY
“Do it right and keep it right”
The watchwords are:-
“A world – full of satisfied customers”

“Where quality is by design and excellence and obsession”
“Where quality is the word, an Anglo French textile is the pass word”.
15
1.4 NEED FOR THE STUDY
AFT is one of the leading textile industries in India. It occupies a predominant role in
textile industry.
AFT have a strong role in domestic sales. But still the company wants a change in the
domestic sales department. According to the current trend of the market. For that the study helps
to accomplish the present market situation, and also to know and increase the level of customer
satisfaction.
The study also helps to show the company where they are standing in the market, and also
suggest ideas to improve their domestic sales by providing the products according to the
customer’s needs and wants.
16
CHAPTER 2
REVIEW OF LITERATURES
2.1 INTRODUCTION TO CUSTOMER SATISFACTION
Customer satisfaction, a business term, is a measure of how products and services supplied
by a company meet or surpass customer expectation. It is seen as a key performance indicator
within business and is part of the four perspectives of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction

is seen as a key differentiator and increasingly has become a key element of business strategy.
2.1.1 MEASURING CUSTOMER SATISFACTION
Organizations are increasingly interested in retaining existing customers while targeting

non-customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and product/service to product/service.
The state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
which the customer can compare the organization's products.
Since satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry, Brodeur between 1990 and 1998[3] defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten
domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness,
17
Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service
Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement
of customer satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the measurer with a
satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of combining the "gap" described by
Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of
performance) into a single measurement of performance according to expectation. According to
Garbrand, customer satisfaction equals perception of performance divided by expectation of
performance.
The usual measures of customer satisfaction involve a survey with a set of statements using a
Liker Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of the performance of the organization being measured.
2.2 CUSTOMER SATISFACTION IS KEY BY MARTIN STOLEMAN
As a consultant for people who are considering starting their own small business, I
naturally have many things to share with people. Clients come to me with a host of questions
about the process of starting a business and about the details of what to focus on above
everything else. Once we have talked through the logistics and the finances that are necessary in
starting a business, I quickly move into talking about the keys to running a successful business.
The first key that I always talk about is customer satisfaction.
Before I share with clients that customer satisfaction is my number one key to success, I make
them list in order of priority what they feel are the top ten keys to success in their future business.
This is important because it gets them thinking about their goals and about actually having to
perform for their business to be a success. Most of the time my clients rank customer satisfaction
18
somewhere in their list, but it is very rare that it makes the number one spot. They are shocked
when I reveal my list and they see customer satisfaction all the way on the top.
I feel strongly about customer satisfaction for many reasons. I guess the biggest reason is
that the whole purpose of a business is to invite customers and to meet a need that they have. If
business owners and potential business owners lose sight of the fact that they are in business for
the customer and not for the money, then they will never have a successful business. I find that
businesses are prosperous and long-lasting to the degree that they truly do make customer
satisfaction the center of all they do.
Customer satisfaction means a variety of things for the business owner, but the main thing
it means is that the needs of the customer are the bottom line and the driving force behind all
decisions that are made for the business. It means that gaining and keeping customers is
important enough to a business that they are willing to make changes if necessary based on what
customers want.
Customer satisfaction is the missing key in many struggling businesses. Give customers
what they want in a way they want and in a friendly matter and many more of our companies
would be doing better. Customer satisfaction is hard to achieve, yet with intention and care it can
be rewarding for everyone involved.
2.3 CONDUCTING AN EFFECTIVE CUSTOMER SATISFACTION PROGRAM BY

JOHN SLOVAK
Most customer interaction studies have a couple of core issues that we'd like to measure.
Among the top are: satisfaction, importance, and loyalty.
Satisfaction is how satisfied are your customers with respects to the various services and
attributes of your engagement with theirs:
A. over-all product/service satisfaction
B. pre-sales support
19
C. ongoing support and customer service
D. cancellation reasons and drop-outs
Importance covers what is really important to your customers and what are not. For
example: if most of your customers think on-site support is not very important, having a high
satisfaction score on that will not significantly affect the bottom-line.
Loyalty is what do your customers think about you really and how they perceive your
services. With the high cost involved in the acquisition of new customers (about 10x) this usually
plays a critical role in the development of your business and services that you provide. For most
businesses, customer retention directly affects the profitability.
Businesses today realize that one of the keys to success in the competitive marketplace is
effective customer management. Companies see customer relationship as a strategic advantage
and have invested a lot of effort in making sure that Customer Relationship Management (CRM)
is high on the priority list. However, few companies have invested effort in terms of having a
continuous measurement strategy that can signal potential dips in real-time.
2.4 CONDUCTING CUSTOMER SATISFACTION RESEARCH BY LEIGH A.

ZAYKOSKI
Understanding the needs of your customers is an important tool for identifying a starting
point for future improvement. Before spending a great deal of valuable time, money, and
resources on service improvement programs, you must understand how your customers rate your
current service and how you can improve this service in the future. Conducting customer
satisfaction research allows customers to communicate their current satisfaction levels,
establishes effective metrics with which to track future progress, and lays a foundation for
constructive discussions about the strong and weak points of your service plan.
When choosing a survey method, you must assess the resources available for surveying,
the type of information you are looking to obtain, and the type of customer you would like to
20
survey. A random customer survey measures overall customer satisfaction and can outline any
general service problems. When conducting a random customer survey, you will select a
percentage of your customers and contact them by telephone, e-mail, or in person. After
contacting these customers, they are asked to rate the level of service provided by your company.
When conducting a random customer survey, it is important to remember that the usual response
rate ranges from forty to sixty percent. You will need to remember this when choosing how many
customers to contact initially. Conducting a random survey is a good choice if you have never
done customer satisfaction research before.
Conducting a company-wide attitude survey will allow you to evaluate how satisfied staff
members are with their jobs, how well the lines of communication within your company are
functioning, and whether or not your employees feel a sense of camaraderie on the job.
Conducting a lost account survey involves surveying customers who have closed their accounts
with your company. The interviews are conducted either by telephone or in person and let the
former customers know that you are attempting to fix your service problems. A target account
survey involves surveying a specific group of customers rather than a random sample. This type
of survey is particularly useful for improving service to a specific segment of your customer base.
Finally, a customer exit survey involves conducting interviews as customers exit a business
establishment. This is a useful tool because it catches the customer immediately following their
service experience. This provides more accurate and immediate feedback on the service
experiences of your customers.
The data collected from the survey can be a critical tool in determining service areas that
can be improved. It is important to analyze this data from two angles. First, what aspects of your
service plan are failing your customers? Second, how well are the service experience and sales
messages you put forth making it into customer consciousness? By carefully analyzing the data
and forming a solid action plan, you can not only eliminate ineffective aspects of your service,
but help ensure your service drives your sales message home.
21
CHAPTER 3
OBJECTIVES OF THE STUDY
 To find out the customer satisfaction in AFT domestic sales of products.
 To find out the domestic sales of products awareness among society.
 To find out the reason for fluctuation in the demand.
 To know the needs and wants of the customers.
 Suggestions for improving domestic sales of products in AFT.
22
CHAPTER 4
RESEARCH METHODOLOGY
Research methodology is way to systematically solve the research problem. It is a plan of

action for a research project and explains in detail how data are collected and analyzed. Research
Methodology may be understood as a science of studying how research is done scientifically. It
can cover a wide range of studies from simple description and investigation to the construction of
sophisticated experiment.
A clear objective provides the basis of design of the project. Since the main
objective of this study is to identify the customers preference, expectation and perception. It was
decided to use descriptive research design include, surveys and fact-findings enquires of different
kinds, which found out to be the most suitable design in order to carry out the project.
4.1 MEANING OF RESEARCH
Research is an art of scientific investigation. The advanced learner’s dictionaries of

current English lay down the meaning of research as, “a careful investigation (or) inquiry
especially through search for new facts in any branch of knowledge”. Redmen and Mary
research as a “systematic effort to gain knowledge”.
4.2 RESEARCH DESIGN
A Research design is plan that specifies the objectives of the study, method to be adopted
in the collection of the data, tools in analysis of data and helpful to frame hypothesis. “A
research design is the arrangement of condition for collection and analysis of data in a manner
that aims to combine relevance to research purpose with economy in procedure”.
23
Research design is needed because it facilitates the smooth sailing of the various project
operations, thereby making the project as efficient as possible yielding maximal information with
minimal expenditure of effort time and money. Also it minimizes bias and maximizes the
reliability of the data collected.
4.3 DATA COLLECTION

The data collection pertaining to the study involves on the basis of primary data and
secondary data.
4.3.1 Primary data

The primary data have been collected form costumers by personal interview by selecting
consumers belonging to business, professional, private and government employee.
4.3.2 Secondary data

The secondary data is undertaken only among the domestic sales department with in the
organization.
4.4 SAMPLING PLAN

Sampling plan is to be decided about the sampling unit, sampling method, sampling size.
4.4.1 Sampling unit

The survey is conducted from the customers.
4.4.2 Sampling method.

In this study the samples were drawn using random sample method.
4.4.3 Sampling size
Sample studies were selected from the sampling unit. The estimated total sample size is
100 in Pondicherry
4.5 AREA OF THE STUDY

Primary data were collected from Pondicherry at AFT textiles and branch of another shop.
24
4.6 STATISTICAL TOOLS
The following statistical techniques have been for the study
1. Percentage Analysis.
2. Chi-square Test
4.6.1 Percentage Method:
The percentage method was extensively used for findings various details. It is used for
making comparison between two or more series of data. It can be generally calculated.
Percentage of customers is given by = (Number of customers / total customers) * 100
4.6.2 Chi-square test

The chi-square test has been used to find the relationship between variables, as it is
applicable for cross-tabulated data
This test has been used to determine whether or not there is any association statistically,
between the variables in data collected.
The chi-square contingency table has been used, as it is appropriate for the hypothesis of
independence between two nominally scaled variables.
Chi square (χ2) = Σ (Oij-Eij)2 / Eij

Where Oij= Observed frequency of the cell in ith roe and jth column
Eij= Expected frequency of the cell in ith row and jth column
25
CHAPTER 5
DATA ANALYSIS AND INTERPRETATION
TABLE - 5.1
NO OF
GENDER PERCENT
RESPONDENT
MALE 53 53
FEMALE 47 47
TOTAL 100 100
GENDER WISE RESPONDENTS DETAILS
100
TOTAL, 100
80
60
40 MALE, 53
FEMALE, 47
20
0
NO OF RESPONDENT
MALE FEMALE TOTAL
INTERPRETATION
26
From this above table shows that 53% of the respondents are male and 47% of
respondents are female.
TABLE - 5.2
NO OF
AGE PERCENT
RESPONDENT
20-30 13 13
30-40 36 36
40-50 35 35
above-50 16 16
Total 100 100
AGE WISE RESPONDENTS DETAILS
100
100
80
60
36 35
40
20 13 16
0
NO OF RESPONDENT
20-30 30-40 40-50 above-50 Total
INTERPRETATION:-
27
From the above table that 13%of respondents among the age group of 20-30, 36% of
respondents come under the group of 30-40, 35% of respondents come under the group of 40-50
and remaining 16% of respondents are above 50.
TABLE - 5.3
OCCUPATION OF THE RESPONDENTS
NO
OCCUPATION PERCENT
OFRESPONDENT
Businessman 11 11
Government employee 30 30
Private employee 36 36
Student 4 4
Professional 19 19
Total 100 100
28
OCCUPATION OF THE RESPONDENT
100
100
80
60
40 36
30
19
20 11
4
0
NO OF RESPONDENT
Businessman Government employee

Private employee Student
Professional Total
INTERPRETATION
From the above table 30% are government employee, 36% Private employee and 19
%respondents are professional.
TABLE – 5.4
MONTHLY INCOME
29
MONTHLY INCOME
100
100
80
NO OF
MONTHLY
60 INCOME PERCENT
44 RESPONDENT
40 <5000 30 5 5
21
20 5000-10000 21 21
5
0 10000-15000 44 44
NO OF RESPONDENT
>15000 30 30
<5000 5000-10000 10000-15000 >15000 Total
Total 100 100
30
HOW LONG YOU HAVE BEEN A CUSTOMER OF
AFT
100
100
80
60
40
23 24
20 18
20 15
<1 Year 1-3 Year 3-5 Year

5-10 Year >10 Year Total
INTERPRETATION:-
In the above table the customer of aft product is 20% of respondents are < 1 year, 23% of
respondents are 3-5 years, and 24% of respondents are 5-10 years.
TABLE – 5.6
HOW OFTEN YOU’RE PURCHASING THE CLOTH
NO OF
OPINION PERCENT
RESPONDENT
Once in 6 months 45 45
Once in 3 months 15 15
once in 1 months 1 1
once in a year 39 39
Total 100 100
31
100
100
90
80
70
60
50 45
39
40
30
20 15
10 1
0
NO OF RESPONDENT
Once in 6 months Once in 3 months once in 1 months

once in a year Total
INTERPRETATION:-
In the above table the respondent of purchasing the cloth once in 6 months is 45%, and the
respondents once in a year is 39%.
TABLE - 5.7
OPINION OF THE LEVEL OF SATISFACTION REGARDS TO DURABILITY
OPINION NO OF PERCENT
32
RESPONDENT
Excellent 26 26
Good 67 67
Fair 7 7
Total 100 100
OPINION OF THE LEVEL OF SATISEACTION GEGARDS

TO DURABILITY
100
100
80
67
60
40
26
20 7
0
Excellent Good Fair Total
INTERPRETATION:-
From the above table, 26% respondents are excellent, 67% respondents are good in the level of
sati factions regards to value.
33
TABLE – 5.8
THROUGH WHOM YOU CAME TO KNOW ABOUT THE AFT PRODUCTS
OPINION NO OF RESPONDENT PERCENT

Friends & Relatives 90 90
Advertisement 9 9
Agent 1 1
Total 100 100

THE AFT PRODUCTS
100
100 90
80
60
40
20 9
1
0
Friends & Relatives Advertisement Agent Total
INTERPRETATION:-
34
From the above table, 90% respondents are belongs to Friends & Relatives, 9%
respondent are belongs to Advertisement.
TABLE – 5.9
REPRESENTING THE FACTOR ATTRACTED YOU TO BUY AFT PRODUCTS

Discounts 7 7
Quality 78 78
Trade mark 15 15
Total 100 100
35
REPRESENTING THE FACTOR ATTRACTED YOU TO BUY
AFT PRODUCTS
100
Total 100
80
Quality 78
60
40
20 Trade mark
Discounts 7
15
0
Discounts Quality Trade mark Total
INTERPRETATION:-
From the above table78% respondents are belongs to Quality, 15% respondents are belongs to
Trade mark.
TABLE – 5.10
OPINION OF THE CUSTOMER ABOUT WHAT KIND OF FABRIC PURCHASING

IN AFT
36
Pant & Shirt 15 15
Cotton cloth 23 23
Screen cloth 25 25
Bed spread 22 22
Towels 15 15
Total 100 100
OPINION OF THE CUSTOMER ABOUT WHAT KIND OF

FABRIC PURCHASING IN AFT
100
100
80
60
40
23 25 22
20 15 15
0
NO OF RESPONDENT
Pant & Shirt Cotton cloth Screen cloth

Bed spread Towels Total
37
INTERPRETATION:-
From the above table 23% respondents are belongs to cotton cloth, 25% respondents are belongs

Every time 11 11
often 42 42
Occasionally 36 36
Rarely 11 11
Total 100 100
to screen cloth, 22% respondents are belongs to Bed spread.
TABLE – 5.11
REPRESENTING THE REPURCHASE OF AFT PRODUCTS
38
PRODUCTS
100
100
80
60
42
40 36
20 11 11
0
NO OF RESPONDENT
Every time often Occasionally Rarely Total
INTERPRETATION:-
From the above table 42% respondents are belongs to often, 36% respondents are belongs to
occasional
TABLE – 5.12
RESPONDENT
Excellent 26 26
Good 69 69
Fair 5 5
Total 100 100
39
100
Total, 100
80
60 Good, 69
40
20 Excellent,
26 Fair, 5
0
Excellent Good Fair Total
INTERPRETATION:-
From the above table, 26% respondents are belongs to excellent, 69% respondents are belongs to
good, 5% respondents are belongs to fair.
TABLE – 5.13

Very high 15 15
High 40 40
Normal 33 33
Good 12 12
Total 100 100
40
100
Total, 100
80
60
40
High, 40
20 Normal, 33
Very high, 15
Good, 12
0
Very high High Normal Good Total
INTERPRETATION:-
From the above table40% respondents are belongs to high, 33% respondents are belongs to
normal. 12% respondents are belongs to good.
TABLE – 5.14
OPINION OF THE CUSTOMER ABOUT QUANTITY OF PURCHASE
41
RESPONDENT
Bales 2 2
10 Meters 4 4
5 Meters 29 29
3 Meters 46 46
<3 Meters 19 19
Total 100 100

PURCHASE
100
90
80 Total, 100
70
60
3 Meters, 46
50
40 5 M eters, 29
30
20
10 10 M eters, 4 <3 Meters, 19
Bales, 2
0
INTERPRETATION:-
42
From the above table 29% respondents are belongs to 5 meters, 46% respondents are belongs to 3
meters, 19% respondents are belongs to <3 meters.
TABLE –5.15
REPRESENTING THE COMMENTS OF THE QUALITY OF AFT PRODUCTS
NO OF
OPINION PERCENT
RESPONDENT
Superior than competitor 60 60
Equal to competitor 40 40
Total 100 100
REPRESENTING THE COMMENTS OF THE QUALITY OF AFT

PRODUCTS
100
90
80
70 100
60
50
60
40
30 40
20
10
0
NO OF RESPONDENT
Superior than competitor Equal to competitor Total
INTERPRETATION:-
43
From the above table, 60% respondents are belongs to superior to competitor, 40% respondents
are belongs to equal to competitor.
TABLE – 5.16
NO OF
OPINION PERCENT
RESPONDENT
Light 37 37
Thick 10 10
Acceptable 53 53
Total 100 100
REPRESENTING THE FEEL ABOUT AFT

PRODUCTS
Total, 100
100
90
80
70
60
Acceptable, 53
50
40 Light, 37
30
20
Thick, 10
10
0
NO OF RESPONDENT
44
INTERPRETATION:-
From the above table, 37% respondents say light, 53% respondents says acceptable.
TABLE – 5.17
OPINION OF THE CUSTOMER USING AT THE TIME OF WASH
NO OF
OPINION PERCENT
RESPONDENT
Yes 92 92
No 8 8
Total 100 100
Total, 100
NO OF
No, 8
RESPONDENT
Yes, 92
Yes No Total
INTERPRETATION:-
From the above table, 92% respondents are belongs to yes, 8% respondents are belongs to no.
45
TABLE - 5.18

Excellent 11 11
very good 52 52
Good 35 35
Fair 2 2
Total 100 100
RECOMMEND THE AFT PRODUCT EO YOUR FRIEND
100
90
80 Total, 100
70
60 very good, 52
50
Good, 35
40
30
20
Excellent, 11
10 Fair, 2
0
NO OF RESPONDENT
46
INTERPRETATION:-
From the above table 52% respondents are belongs to very good, 35% respondents are belongs to
good.
TABLE – 5.19
OPINION OF THE CUSTOMER ABOUT FACTORS OF AFT FABRIC

Existing quality with low price 59 59
More quality with existing price 17 17
Existing quality on existing price 23 23
None of the above 1 1
Total 100 100
47
OPINION OF THE CUSTOMER ABOUT FACTORS OF AFT
PRODUCTS
100
100
80
60
59
40
23
20
17
1
0
NO OF RESPONDENT
Existing quality with low price

More quality with existing price
Existing quality on existing price
None of the above
Total
INTERPRETATION:-
From the above table, 59% respondents are belongs to existing quality with low price, 23%
respondents are belongs to existing quality on existing price.
TABLE – 5.20
OPINION OF THE CUSTOMER ABOUT THE ADVERTISEMENT OF AFT FABRIC

Highly Satisfied 2 2
Satisfied 44 44
Dissatisfied 48 48
Highly Dissatisfied 6 6
Total 100 100
48
ADVERTISEMENT OF AFT PRODUCTS
100
80 100
60
40 48
44
20
2 6
0
NO OF RESPONDENT
Highly Satisfied Satisfied Dissatisfied

Highly Dissatisfied Total
INTERPRETATION:-
From the above table 44% respondents are belongs to satisfied, 48% respondents are belongs to
dissatisfied in the overall satisfaction of AFT fabric.
TABLE – 5.21
OPINION OF THE CUSTOMER ABOUT THE OVERALL SATISFACTION OF AFT

FABRIC

Extremely satisfied 24 24
Satisfied 73 73
Dissatisfied 1 1
Extremely dissatisfied 2 2
Total 100 100
49
OPINION OF THE CUSTOMER ABOUT THE OVERALL
SATISFACTION OF AFT FABRIC
100
90 100
80
70
60 73
50
40
30
20
24
10 2
1
0
NO OF RESPONDENT
Extremely satisfied Satisfied Dissatisfied Extremely dissatisfied Total
INTERPRETATION:-
From the above table, 24% respondents are belongs to extremely satisfied, 73% respondents are
belongs to satisfied in the overall satisfaction of AFT fabric.
TABLE – 5.22
REPRESENTING THE LEVEL OF SATISFACTION IN REGARD TO CUSTOMER
SERVICE

Good 46 46
Nice 31 31
Better 19 19
Fair 4 4
Total 100 100
50
REPRESENTING THE LEVEL OF SATISFACTION IN REGARD
TO CUSTOMER SERVICE
100
80
60
100
40
46
20 31
19 4
0
NO OF RESPONDENT
Good Nice Better Fair Total
INTERPRETATION:-
From the above table, 46% respondents are belongs to good, 31% respondents are belongs to
nice, 19% respondents are belongs to better.
TABLE - 5.23

Quality is good 25 25
Price is fair 13 13
Durability 12 12
All the above 31 31
Total 81 81
Missing System 19 19
Total 100 100
51
Quality is good
100 Price is fair

80 100 Durability
60 81 All the above
40
Total
20 25 31
13 12 19 Missing
0 System
NO OF RESPONDENT Total
INTERPRETATION:-
From the above table, 25% respondents are belongs to quality is good, 31% respondents are
belongs to all the above.
TABLE – 5.24
OPINION OF NON REGULAR CUSTOMER ABOUT AFT
OPINION OF NON
OPINION NOREGULAR CUSTOMER ABOUT
OF RESPONDENT AFT
PERCENT
High price 11 11
Lack of design 8 8
Total 19 19
Missing
100 System 81 High
81price
Total 100 100 100
80 Lack of design
81
60 Total
40 Missing
System
20
11 8 19 Total
52
0
NO OF RESPONDENT
INTERPRETATION:-
From the above table, 11% respondents are belongs to high price, 8% respondents are belongs to
lack of design.
TABLE – 5.25
OPINION OF THE CUSTOMER ABOUT THE PREFERENCE OF FABRIC

PURCHASING IN AFT * REPRESENTING THEIR FEEL ABOUT AFT FABRIC
REPRESENTING THE FEEL

ABOUT AFT FABRIC Total
Light Thick Acceptable
OPINION OF THE Pant & Shirt 10 2 3 15
CUSTOMER ABOUT Cotton cloth 5 2 16 23
WHAT KIND OF Screen cloth 10 3 12 25
FABRIC Bed spread 7 2 13 22
PURCHASING IN Towels
AFT 5 1 9 15
Total 37 10 53 100
H0: opinion of the customer is independent of representing the feel about AFT fabric
Chi-Square Tests
53
Asymp. Sig. (2-
Value df sided)
Pearson Chi-
10.465 8 .234
Square
INTERPRETATION:
From the above analysis, the chi-square value is 10.465, and asymptotic significant value
is above .05. Hence, there is no evidence to reject the null hypothesis. Thus we conclude that
opinion of the customer is independent of representing the feel about AFT fabric.
TABLE – 5.26
REPRESENTING THE REPURCHASE OF AFT PRODUCTS * REPRESENTING THE

PRICE OF AFT PRODUCTS
REPRESENTING THE PRICE OF AFT

PRODUCTS
Total
Very
High Normal Good
high
REPRESENTING Every time 1 2 7 1 11
THE often 5 20 14 3 42
REPURCHASE Occasionall
5 16 9 6 36
OF AFT y
PRODUCTS Rarely 4 2 3 2 11
Total 15 40 33 12 100
H0 : Repurchasing of AFT products is independent price of AFT products.
Chi- Square Tests
Value df Asymp. Sig. (2-sided)

54
Pearson Chi-Square 13.151 9 .156
INTERPRETATION:
From the above analysis, the chi-square values 13.151 and asymptotic significant value is
above 0.05. Hence, there is no evidence to reject the null hypothesis. Thus we conclude that
repurchasing of AFT products is independent of price of AFT products.
CHAPTER 6
FINDINGS, SUGGESTIONS & RECOMMENDATIONS
6.1 FINDINGS
 For this study, the respondents are taken from all class of people.
 Most of the respondents taken are female 47%, and male 53%.
 73% of the customers are satisfied with the overall satisfaction of AFT products.
 The respondents have given high rating for quality followed by durability, price and
service for the A.F.T products.
 Most of the public doesn’t know about the products marketed by the AFT.
 81% of the respondents are regular customers.
 Most of the customers were don’t know whether the AFT selling the domestic products
in the market.
 It is found that 90% of the respondents came to know about AFT domestic products
through friends & relatives and out door advertisements. None of them had found AFT
through print media or audio visual media.
 It is found that customers are highly satisfied with quality and durability and not satisfied
with the availability, designs and price of the AFT products.
 It is found that the customers of AFT products are being a high salaried person.
55
 Most of the customers feel that sales promotional activities of AFT products are very low
compared to others.
 The company has a showroom situated in a place was not attractive enough to pull the
public.
6.2 SUGGESTIONS & RECOMMENDATIONS
 Most of the customers buy all the materials from AFT. So, the quantity and availability of
materials in the outlets can be increased.
 The price of the products is high when compared to others. It can be reduced to increase
the customer base and also the varieties of the products can be increased.
 Designs are highly expected and to be modernized for attractiveness.
 Most of the customers are motivated only by friends & relatives and out door ads. So,
advertising in print media and audio visual media can be done.
 The sales promotional activities of the company can be improved.
 Creating the AFT domestic product awarness among the public.
 The sales can be improved by placing the outlets in densely populated area with good
infrastructure.
56
CHAPTER 7
CONCLUSIONS
The study about the customer satisfaction will really have an impact towards identifying
the areas in which the management should be concentrated. From the overall study on the level of
customers satisfaction with respect to Anglo French Textiles, it is understood that majority of the
customers are expecting a reduction in price, increase in the variety, designs and availability of
the products. Most of the customers are satisfied with the quality and durability of the product.
To improve the sales, effective advertising should be used and also the existing technology
should be upgraded under which the AFT works till now.
57
CHAPTER 8
LIMITATION & SCOPE OF THE STUDY
8.1 LIMITATION OF THE STUDY
The project study is based on the customer satisfaction in AFT domestic products.
Through that the company can know the up’s and downs in the sales trends of the present market
condition
.
Through that the study helps to satisfy the customer expected things.
58
8.2 SCOPE OF THE STUDY
 Due to shortage of time we did not meet more number of customers.

 Analysis made is only based on the number of respondents.
 Some of the people are not willing to filling the questionnaire.
 Population size is infinite, but I was collected data only from 100 customers.
59
ANNESTURE 1
STUDY OF CUSTOMER SATISFACTION IN DOMESTIC SALES IN AFT

PUDUCHERRY
1. Gender: Male Female
2. Age group:
20-30 30-40 40-50 50-above
3. Your occupation:
Businessman Govt. employee Pvt. Employee Student Professional
4. Monthly income:
<5000 5000-10000 10000-15000 >15000
5. In total, how long you have been a customer of AFT?

<1 year 1-3years 3-5years 5-10years >10years
6. Purchasing of AFT fabric products?

Once in 6 months Once in 3 months Once in 1 month’s Once in a year
7. How would you rate your level of satisfaction with AFT in regards to durability?
Excellent Good Fair Poor
8. Through whom you came to know about the AFT products?

Friends & Relatives Advertisement Agent
60
9. Which factor attracted you to buy AFT products?
Credit sales Discounts Quality Trade Mark
10. What kind of fabric you are purchasing in AFT?

Pant & shirt Cotton cloth Screen cloth Bed spread Towels
11. How likely you are to repurchase the AFT products?

Every time Often Occasionally Rarely
12. How would you feel about the overall quality of AFT products?
Excellent Good Fair Poor
13. How would you rate your level of satisfaction with AFT in regards to price?
Very High High Normal Good Low P.T.O
14. Quantity of purchases of AFT products per visit?

Bales 10 meters 5 meters 3 meters <3 meters
15. Give me your comments on the quality of AFT fabrics?

Superior than competitor Equal to competitor Inferior to competitor
16. How do you feel at the time of using the AFT products? It is
Light Thick Acceptable
17. Is the AFT fabric are easy to wash?

Yes No
18. How do you recommend the AFT product to your friend?

Excellent Very good Good Fair Poor
19. Which factor do you expect more from AFT products?

Existing quality with low price
More quality with existing price
Existing quality on existing price
None of the above
20. Are you satisfied with the effect of AFT product advertisement through media?
Highly Satisfied Satisfied Dissatisfied Highly dissatisfied
21. How will you rate your overall satisfaction with AFT products?
Extremely Satisfied Satisfied Dissatisfied Extremely dissatisfied
22. How would you rate your level of satisfaction with AFT in regard to customer service?
61
Good Nice Better Fair Poor
23. Are you a regular customer of AFT products? Yes No

If yes please choose one of the reasons below
Quality is good Price is fair Durability All the above
If no why?
High price Quality is low Lack of design Durability is less?
24. Any suggestion: ……………………………………………………………….

……………………………………………………………………………..
ANNEXURE 2
BIBLIOGRAPHY
TEXT AND REFERENCE BOOKS:-
MARKETING MANAGEMENT – PHILIP KOTLER
PRINCIPLES OF MANAGEMENT – PHILIP KOTLER
WEBSITES:-
WWW.GOOGLE.COM
WWW.ANGLOFRENCHTEXTILES.COM
62

A Study On Customer Satisfaction in Domestic Sales

Diunggah oleh

Informasi Dokumen

Deskripsi Asli:

Judul Asli

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

A Study On Customer Satisfaction in Domestic Sales

Diunggah oleh

Hak Cipta:

Format Tersedia

A STUDY ON CUSTOMER SATISFACTION IN DOMESTIC SALES WITH

REFERENCE TO ANGLO FRENCH TEXTILES (PTC Ltd.,)

REGISTER NO. 27348356

Under the guidance of

Mrs. M.JANAKI RAMA M.B.A., P.G.D.C.A.,

In the partial fulfillment for the award of the degree

DEPARTMENT OF MANAGEMENT STUDIES

SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE

DEPARTMENT OF MANAGEMENT STUDIES

This to certify that the project work entitled “ A STUDY ON CUSTOMER

HEAD OF DEPARTMENT GUIDE

Viva-Voce Examination held on

I take this opportunity to express my deep sense of gratitude to Shri.N.Kesavan, Founder

I express my immense gratitude to our Principal Dr.V.S.K.Venkatachalapathy for his support

TABLE NO TITLE PAGE NO

TABLE NO TITLE PAGE NO

1.3 PROFILE OF ORGANIZATION

1.3.1 HISTORY OF MILL

The spectrum of product versatility

1.3.2.1 Industrial fabrics

1. Foam coated curtain lining.

1.3.2.2 Institutional fabrics suitable for

1. Entire range of hospital line.

1.3.2.3 Consumer product which consist of

1. Household linen of all types.

At, present, the Anglo French textiles in managing by a chairman-managing director,

1.3.4 BRIEF ACCOUNT OF OTHER DEPARTMENTS

1.3.4.2 Service departments

1.3.5 QUALITY COMMITMENT

1.3.6 QUALITY POLICY

“Do it right and keep it right”

The watchwords are:-

“A world – full of satisfied customers”

2.1 INTRODUCTION TO CUSTOMER SATISFACTION

In a competitive marketplace where businesses compete for customers, customer satisfaction

2.1.1 MEASURING CUSTOMER SATISFACTION

Organizations are increasingly interested in retaining existing customers while targeting

2.2 CUSTOMER SATISFACTION IS KEY BY MARTIN STOLEMAN

2.3 CONDUCTING AN EFFECTIVE CUSTOMER SATISFACTION PROGRAM BY

2.4 CONDUCTING CUSTOMER SATISFACTION RESEARCH BY LEIGH A.

OBJECTIVES OF THE STUDY

 To find out the customer satisfaction in AFT domestic sales of products.

 To find out the domestic sales of products awareness among society.

 To find out the reason for fluctuation in the demand.

 To know the needs and wants of the customers.

 Suggestions for improving domestic sales of products in AFT.

Research methodology is way to systematically solve the research problem. It is a plan of

4.1 MEANING OF RESEARCH

Research is an art of scientific investigation. The advanced learner’s dictionaries of

4.2 RESEARCH DESIGN

4.3 DATA COLLECTION

4.3.1 Primary data

4.3.2 Secondary data

4.4 SAMPLING PLAN

4.4.1 Sampling unit

4.4.2 Sampling method.

4.5 AREA OF THE STUDY

4.6.1 Percentage Method:

Percentage of customers is given by = (Number of customers / total customers) * 100

4.6.2 Chi-square test

Chi square (χ2) = Σ (Oij-Eij)2 / Eij

DATA ANALYSIS AND INTERPRETATION