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

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.

Director Supervisor

Head of the Institution

Internal Examiner Examiner

External

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 kspvinoth@rediffmail.com

Name of the supervisor

M.PUPESH KUMAR MBA.,(PhD) ASSOCIATE PROFESSOR

Industry where the project is undertaken

SHRI KANNAN DEPARTMENTAL STORE (P) LTD COIMBATOR

ABSTRACT

This study entitled A study on customer satisfaction with specials reference to Shri Kanna

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

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

from the respondents through structured questionnaires. The statistical tool applied for th study was percentage analysis.

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

departmental store (P) Ltd, to find out the media advertisement, to identify the satisfactio level of Shri Kannan departmental store (P) Ltd, Coimbatore.

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 : candiate:

Name of the

ACKNOWLEDGEMENT

It is with great enthusiasm and learning spirit that I bring out this project report. I also feel that its 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.

CHAPTER NO 1
1.1 1.2 1.3 1.4 1.5

PARTICUALRS INTRODUCTION
INTRODUCTION OBJECTIVES OF THE STUDY SCOPE OF THE STUDY LIMITATIONS OF THE STUDY

PAGE NO. 1
1 2 3 4 5

CHAPTERIZATION OF THE STUDY CONCEPTS AND REVIEW

2
2.1 2.2 2.3 2.4

6
6 9 17 18

CONCEPT OF THE STUDY REVIEW OF RELATED LITRATURE COMPANY PROFILE PRODUCTS PFOFILE

3
3.1 3.2 3.3 3.3 3.4

METHODOLOGY
RESEARCH DESIGN SURVEY DETAILS SAMPLING DETAILS DATA COLLECTION DETAILS TOOLS USED FOR THE STUDY

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19 19 19 20 20

4 5
5.1 5.2 5.3

ANALYSIS AND INTERPRETATION FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS SUGGESTIONS CONCLUSION

21 49
49 51 52

APPENDIX BIBLIOGRAPHY 53

LIST OF TABLES TABLE.NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 PARTICULAR GENDER OF RESPONDENTS AGE GROUP OF RESPONDENTS PROFESSION OF RESPONDENTS INCOME LEVEL OF RESPONDENTS VISITING OF RETAIL OUTLET PURCHASING OF PRODUCT FACTOR INDUCES TO PURCHASE QUALITY OF PRODUCT PRICING POLICY AVAILABILITY OF PRODUCT SATISFACTION LEVEL OF KANNAN PRODUCT PACKING OF KANNAN PRODUCT PROMOTIONAL OFFERS SATISFACTION LEVEL OF STORES OFFERS ADVERTISEMENTS OF THE STORE INFORATION METHOD OF SPECIAL OFFERS SATISFACTION OF SERVICE OFFERED BY THE STORE DISTRIBUTION CHANNEL OF KANNAN STORE DOOL DELIVERY USEFUL OF MEMBERSHIP CARD CREDIT/DEBIT CARD FACILITY SALES PERSON OF THE STORE OVERALL SATISFACTION LEVEL OF THE STORE CHI SQUARE TEST-1 CHI SQUARE TEST-2

PAGENO 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 47

LIST OF CHARTS

CHART.NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

PARTICULAR GENDER OF RESPONDENTS AGE GROUP OF RESPONDENTS PROFESSION OF RESPONDENTS INCOME LEVEL OF RESPONDENTS VISITING OF RETAIL OUTLET PURCHASING OF PRODUCT FACTOR INDUCES TO PURCHASE QUALITY OF PRODUCT PRICING POLICY AVAILABILITY OF PRODUCT SATISFACTION LEVEL OF KANNAN PRODUCT PACKING OF KANNAN PRODUCT PROMOTIONAL OFFERS SATISFACTION LEVEL OF STORES OFFERS ADVERTISEMENTS OF THE STORE INFORATION METHOD OF SPECIAL OFFERS SATISFACTION OF SERVICE OFFERED BY THE STORE DISTRIBUTION CHANNEL OF KANNAN STORE DOOL DELIVERY USEFUL OF MEMBERSHIP CARD CREDIT/DEBIT CARD FACILITY SALES PERSON OF THE STORE OVERALL SATISFACTION LEVEL OF THE STORE

PAGENO 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 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

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: study.

Deals with findings, suggestions and conclusion of the

CHAPTER-2 CONCEPT AND REVIEW

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2.1 CONCEPT OF THE STUDY MARKETING 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 & DEMANDS The 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 BEHAVIOR The 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 RESEARCH Consumer 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 RESEARCH The advertising research is an application of marketing research aimed at the measurement of advertising effectiveness and ameliorates advertising efficiency.

PRODUCT APPEAL RESEARCH The 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 LITERATURE Ms. Oksana Mont Mr. Andrius Plepys International Institute for Industrial Environmental Economics, Lund

Universityoksana.mont@iiiee.lu.se 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. BACKGROUND It 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 Weizscker, 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 PROCESS The 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 COMPLEXITY When 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 ExperienceAn Introduction to the Domains of Customer Satisfaction By Bart Allen Berry Most dont 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. lets 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 doesnt 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 wont 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, Ill need to see two forms of ID and youll 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 Im 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 arent 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 dont 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 customers 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 lets pull in a little bit of information called the customer satisfaction behavior curve. Im going to present a very simplified version of this. So heres what this means in a nutshell. Customer satisfaction behavior falls into three distinct zonesThe 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 wouldnt 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 wont 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 PROFILE Shri 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 PROFILE DIVISIONS IN SHRI KANNAN DEPARTMENTAL STORE Grocery products. Oil & rice. Chocolate & sweets. Cosmetics. Medicines. Fruits

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CHAPTER-3 RESEARCH 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 DETAILS The 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 Sample size Sample unit : Infinity. : 150. : Coimbatore city.

3.4 DATA COLLECTION METHOD Data 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 multiplechoice questions are the questions with more than two possible answers.

3.6 TOOLS USED FOR ANALYSIS OF DATA 1. 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

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CHAPTER-4 DATA ANALYSIS AND INTERPRETION

4.1 ANALYSIS OF DATA Analysis 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. INTERPRETATION Interpretation 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.

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TABLE NO: 1 GENDER OF RESPONDENTS Attributes Number of respondents Percentage

Male Female Total Source: Primary Source

48 102 150

32.00 68.00 100

CHART NO: 1 GENDER OF RESPONDENTS

80.00 Percentage 60.00 40.00 20.00 0.00

GENDER
68.00 32.00

Male catogery

Female

GENDER OF RESPONDENTS

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

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TABLE NO:2 AGE GROUPS OF RESPONDENTS

Attributes 15-25 26-30 31-35 35-40 40&above Total no.of Res 23 70 20 16 21 150 Percentage 15.33333 46.66667 13.33333 10.66667 14

Source: Primary Source CHART NO 2 AGE GROUPS OF RESPONDENTS

AGE 46.66666667 50 40 30 20 15.33333333 10 0 15-25 26-30 Percentage

13.3333

10.66666667

14

31-35

36-40

41 and Above

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.

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TABLE NO 3

PROFESSION OF RESPONDENTS Number of Attributes respondents SSLC 20 HSC 10 UG 70 PG 40 Others 10 Total 150 Source : Primary Data CHART NO 3 PROFESSION OF RESPONDENTS Percentage 13.33 6.67 46.67 26.67 6.67 100.00

QUALIFICATION
50.00 40.00 Percentage 30.00 20.00 10.00 0.00 SSLC 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. HSC UG PG Others 13.33 6.67 6.67 26.67 46.67

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TABLE NO 4 INCOME LEVEL OF RESPONDENTS Number of Attributes respondents Below 10000 19 1000120000 35 2000130000 40 above 30000 56 Total 150 Source: Primary data CHART NO 4 INCOME LEVEL OF RESPONDENTS Percentage 12.67 23.33 26.67 37.33 100

INCOME LEVEL
40.00 30.00 23.33 20.00 12.67 10.00 0.00 Below 10000 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. 10001-20000 20001-30000 above 30000 26.67 37.33

Percentage

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TABLE NO 5 VISITING OF RETAIL OUTLET IN A MONTH Attributes 1 time 1-3 times 3-5 times more than 5 times Total Source : Primary Source CHART NO 5 VISITING OF RETAIL OUTLET IN A MONTH Number of respondents Percentage 27 18.00 35 23.33 42 28.00 46 30.67 150 100

VISITING THE OUTLETS

40.00 Percentage 30.00 23.33 20.00 28.00 30.67

18.00

10.00
0.00 1 time 1-3 times 3-5 times more than 5 times

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 Number of Attributes respondents Lesthan1 Year 1-3 Year 3-5 Year Morethan5 Year Total Source: Primary Source CHART NO 6 PURCHASING OF THE PRODUCT FROM STORE Percentage 23 30 10 57 150 19.17 25.00 8.33 47.50 100

PURCHASING THE PRODUCT FROM THE STORE

50.00 40.00 Percentage 30.00 25.00 19.17 8.33 47.50

20.00
10.00 0.00

0>1 Year Inference

1-3 Year

3-5 Year

0<5 Year

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

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TABLE NO 7 FACTOR INDUCES TO PURCHASE THE PRODUCT Attributes Friends Neighbor Advertisement Offers Total Source : primary Source CHART NO 7 FACTOR INDUCES TO PURCHASE THE PRODUCT Number of respondents 24 25 52 49 150 Percentage 16.00 16.67 34.67 32.67 100

FACTORS INDUCES TO PURCHASE

40.00 34.67 30.00 Percentage 32.67

20.00

16.00

16.67

10.00

0.00 Friends Inference The above chart it depicts that the 34 % of people purchasing the product from retail outlet is through the advertisements only. Neighbor Advertisement Offers

36

TABLE NO 8 QUALITY OF PRODUCT Attributes Extremely Satisfied Satisified Neutral Dissatisfied Extermely Dissatisfied Total Source : Primary Source CHART NO 8 QUALITY OF PRODUCT Number of respondents Percentage 35 54 46 10 5 150

23.33 36.00 30.67 6.67 3.33 100.00

QUALITY OF THE PRODUCTLEVEL IN THE STORE 36.00 40.00

30.67 Percentage 30.00 20.00 23.33 6.67 Extremely Satisfied Satisified Neutral

10.00
0.00

3.33

Dissatisfied Extermely Dissatisfied

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.

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TABLE NO 9 PRICING POLICY Attributes Very good Good Netural Bad Very Bad Total Source: Primary Source CHART NO 9 PRICING POLICY Number of respondents 33 50 45 15 7 150 Percentage 22.00 33.33 30.00 10.00 4.67 100.00

PRICING POLICY IN THE STORE

40.00 33.33 Percentage 30.00 22.00 20.00 10.00 0.00 Very good 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. Good Netural Bad Very Bad 10.00 4.67 30.00

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TABLE NO 10 AVAILABILITY OF THE PRODUCT Attributes Very good Good Netural Bad Very Bad Total Source : Primary Source CHART NO 10 AVAILABILITY OF THE PRODUCT Number of respondents Percentage 51 34.00 50 33.33 32 21.33 12 8.00 5 3.33 150 100.00

AVAILABILITY OF PRODUCTIN THE STORE

40.00 30.00 21.33 20.00 10.00 0.00 Very good 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. Good Netural Bad Very Bad 8.00 3.33

34.00

33.33

Percentage

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TABLE NO 11 SATISFACTION LEVEL OF THE KANNAN PRODUCT Attributes Extremely Satisfied Satisified Neutral Dissatisfied Extermely Dissatisfied Total Source: Primary Source CHART NO 11 SATISFACTION LEVEL OF THE KANNAN PRODUCT Number of respondents 55 54 30 7 4 150 Percentage 36.67 36.00 20.00 4.67 2.67 100.00

40.00 Percentage 30.00 20.00 10.00 0.00

SATISFIED WITH THE PRODUCTS OF KANNAN STORES 36.67 36.00

20.00 4.67 Extremely Satisfied Satisified Neutral

2.67

Dissatisfied Extermely Dissatisfied

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 Attributes Very good Good Netural Bad Very Bad Total Source :Primary Source CHART NO 12 PACKING OF KANNAN PRODUCT Number of respondents 65 48 29 5 3 150 Percentage 43.33 32.00 19.33 3.33 2.00 100.00

PACKING IN THE KANNAN STORES

50.00 43.33 32.00 30.00 20.00 10.00 0.00 Very good 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. Good Netural Bad Very Bad 19.33

40.00
Percentage

3.33

2.00

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TABLE NO 13 PROMOTIONAL OFFERS Attributes Free Discount Low Price coupns Vouchers Total Source: Primary Source CHART NO 13 PROMOTIONAL OFFERS Number of respondents 4 40 27 34 45 150 Percentage 2.67 26.67 18.00 22.67 30.00 100.00

PROMOTIONAL OFFERS PROVIDED BY KANNAN STORES

Percentage 40.00 30.00 20.00 10.00 0.00 Free Discount Low Price Coupons Vouchers 2.67 26.67 18.00 22.67

30.00

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

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TABLE NO 14 SATISFACTION OF THE STORE OFFERS Attributes Extremely Satisfied Satisified Neutral Dissatisfied Extermely Dissatisfied Total Source: Primary Source CHART NO 14 SATISFACTION OF THE STORE OFFERS Number of respondents 25 45 69 8 3 150 Percentage 16.67 30.00 46.00 5.33 2.00 100.00

SATISFIED OF STORES OFFERS

50.00 40.00 30.00 20.00 10.00 0.00 46.00 30.00 Percentage

16.67
5.33 2.00

Extremely Satisfied

Satisified

Neutral

Dissatisfied Extermely Dissatisfied

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.

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TABLE NO 15 ADVERTISEMENT OF THE STORE Attributes Number of respondents Percentage Very good 29 Good 57 Netural 42 Bad 14 Very Bad 8 Total 150 Source: Primary Source

19.33 38.00 28.00 9.33 5.33 100.00

CHART NO 15 ADVERTISEMENT OF THE STORE

ADVERTISEMENT OF THE KANNAN STORE

40.00 30.00 20.00 10.00 0.00 Very good 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. Good Netural Bad Very Bad 19.33 9.33 5.33 38.00 28.00

Percentage

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TABLE NO 16 INFORMATION METHOD OF SPECIAL OFFERS Attributes SMS Phone E-Mail Others Total Source: Primary Source CHART NO 16 INFORMATION METHOD OF SPECIAL OFFERS Number of respondents 67 54 12 17 150 Percentage 44.67 36.00 8.00 11.33 100

INFORMATION METHOD FOR SPECIAL OFFERS

50.00
40.00 Percentage 30.00 20.00 11.33 10.00 0.00 SMS Inference The above chart it depicts that the 47% of the people are preferin the SMS method for the information of the special offers. Phone E-Mail Others 8.00 44.67 36.00

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TABLE NO 17 SATATISFACTION OF SERVICE OFFER BY THE STORE Attributes Yes No Total Source: Primary Source CHART NO 17 SATATISFACTION OF SERVICE OFFER BY THE STORE Number of respondents 117 33 150 Percentage 78.00 22.00 100

SERVICE PROVIDED BY THE KANNAN STORE

90.00 80.00 70.00 60.00 50.00 40.00 30.00 20.00 10.00 0.00 78.00

Percentage

22.00

Yes

No

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.

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TABLE NO 18 DISTRIBUTION CHANNEL OF KANNAN STORE Number of Attributes respondents Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied Total Source: Primary Source CHART NO 18 DISTRIBUTION CHANNEL OF KANNAN STORE Percentage 12 70 56 8 4 150 8.00 46.67 37.33 5.33 2.67 100.00

DISTRIBUTION CHANNEL OF THE KANNAN STORE

50.00
40.00 Percentage 30.00 20.00 10.00 0.00 Very good 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. Good Netural Bad Very Bad 15.33 9.33 2.67 26.67 46.00

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TABLE NO 19 DOOR DELIVERY OF THE KANNAN STORE Attributes Very good Good Netural Bad Very Bad Total Source : Primary source Number of respondents 23 69 40 14 4 150 Percentage 15.33 46.00 26.67 9.33 2.67 100.00

CHART NO 19 DOOR DELIVERY OF THE KANNAN STORE

Door Delivery of Kannan Store

50.00 40.00 Percentage 30.00 20.00 10.00 0.00 Very good 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. Good Netural Bad Very Bad 15.33 9.33 2.67 46.00

26.67

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TABLE NO 20 USEFUL OF MEMBERSHIP CARD

Attributes Yes No Total Sourrce: Primary Source CHART NO 20

Number of respondents 101 49 150

Percentage 67.33 32.67 100

USEFUL OF MEMBERSHIP CARD

80.00 70.00 60.00 Percentage 50.00 40.00 30.00 20.00 10.00 0.00

MEMBERSHIP CARD PROVIDED BY THE KANNAN STORE

67.33

32.67

Yes

No

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

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TABLE NO 21 CREDIT/ DEBIT CARD FACILITY Attributes Extremely Satisfied Satisified Neutral Dissatisfied Extermely Dissatisfied Total Source : Primary Source CHART NO 21 CREDIT/ DEBIT CARD FACILITY Number of respondents 13 86 40 7 4 150 Percentage 8.67 57.33 26.67 4.67 2.67 100.00

70.00 60.00 50.00 40.00 30.00 20.00 10.00 0.00

CERDIT/DEBIT CARD FACILITY IN THE KANNAN STORES

57.33

Percentage

26.67 8.67 Extremely Satisfied Satisified Neutral 4.67 2.67

Dissatisfied Extermely Dissatisfied

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.

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TABLE NO 22 SALES PERSON OF THE STORE Attributes Very good Good Netural Bad Very Bad Total Source :Primary Source CHART NO 22 SALES PERSON OF THE STORE Number of respondents 37 60 34 12 7 150 Percentage 24.67 40.00 22.67 8.00 4.67 100.00

SALES PERSON IN THE KANNAN STORE

50.00 40.00 Percentage 30.00 20.00 10.00 0.00 Very good Inference The above chart it depicts that the 40% of the people are saying that the communication of the sales person are good. Good Netural Bad Very Bad 8.00 4.67 24.67 40.00

22.67

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TABLE NO 23

OVERALL SATISFACTION LEVEL OF STORE Attributes Extremely Satisfied Satisified Neutral Dissatisfied Extermely Dissatisfied Total Source : Primary Source CHART NO 23 OVERALL SATISFACTION LEVEL OF STORE Number of respondents 25 68 40 12 5 150 Percentage 16.67 45.33 26.67 8.00 3.33 100.00

OVER ALL SATISFACTION ABOUT KANNAN STORES

Percentage 50.00 40.00 30.00 20.00 10.00 0.00 Extremely Satisfied Satisified Neutral Dissatisfied Extermely Dissatisfied 26.67 45.33

16.67
8.00 3.33

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.

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CHI-SQUARE TEST:1

AGE * Commitment Level Cross tabulation Commitment Level strongly strongly agree agree netural disagree disagree Total AGE 15-25 Count Expected Count 26-30 Count Expected Count 31-35 Count Expected Count 36-40 Count Expected Count 41& above Total Count Expected Count Count Expected Count 5 5.1 15 15.4 7 4.4 1 3.5 5 4.6 33 33.0 12 14.1 43 42.9 9 12.3 14 9.8 14 12.9 92 92.0 0 1.7 7 5.1 2 1.5 1 1.2 1 1.5 11 11.0 3 .9 3 2.8 0 .8 0 .6 0 .8 6 6.0 3 1.2 2 3.7 2 1.1 0 .9 1 1.1 8 23 23.0 70 70.0 20 20.0 16 16.0 21 21.0 150

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.

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CHI-SQUARE TESTS Asymp. Sig. (2sided) 16 16 1 .168 .092 .168

Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 21.273 23.889 1.900 150

df

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 tabulation Commitment Level strrongly strongly agree agree netural disagree disgree AGE 15-25 Count Expected Count 26-30 Count Expected Count 31-35 Count Expected Count 36-40 Count Expected Count 41& above Total Count Expected Count Count Expected Count 4 7.5 20 22.9 8 6.5 5 5.2 12 6.9 49 49.0 16 13.3 42 40.6 12 11.6 9 9.3 8 12.2 87 87.0 3 .8 2 2.3 0 .7 0 .5 0 .7 5 5.0 0 .8 4 2.3 0 .7 0 .5 1 .7 5 5.0 0 .6 2 1.9 0 .5 2 .4 0 .6 4 Total 23 23.0 70 70.0 20 20.0 16 16.0 21 21.0 150

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 Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 27.485 27.070 2.694 150 df 16 16 1 Asymp. Sig. (2sided) .036 .041 .101

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.

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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.

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5.2 SUGGESTION & RECOMMENDATIONS In 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. Its found that most of the target audience is unaware of the product brand; the advertisers 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.

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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.

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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.

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QUESTIONNAIRE Shopper Details: (Please put a tick mark wherever applicable) 1. Name (optional) :____________________ 2. Gender: Male 3. Age: 15-25 36-40 4. Qualification: SSLC PG 5. Profession: Student Business Govt. Employee HSC UG Others____________ 26-30 41 & above 31-35 Female

Pvt. Employee 6. Family size: Below 2members 7. Income level: Below10000 20001-30000

Agriculture

Others

3-4 members

Above 5 members

10001-20000 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 3to 5 times 1 to 3 times More than 5times

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

62

Less than 1year More than 5 year

1-3 year

3-5year

4. Which kind of factor induces you to purchase from the store? Friends Advertisement Neighbor Offers

5. What is your opinion about the quality of the product in the store? Extremely Satisfied Neutral Dissatisfied 6. The pricing policy of the store is Very Good Neutral Bad 7. Availability of the product in the store is Very Good Neutral Bad Very Bad Good Very Bad Good Extremely Dissatisfied Satisfied

8. Are you satisfied with the products of Kannan store? Extremely Satisfied Neutral Dissatisfied Extremely Dissatisfied Satisfied

9. Are you satisfied with the packing of the Kannan products? Very Good Neutral Bad Very Bad Good

10. What kind of the promotional offers provided by the store? Free Low price Coupons 11. Are you satisfied with the stores offers? Extremely Satisfied Neutral Dissatisfied
63

Discount Vouchers

Satisfied

Extremely Dissatisfied

12. What is your opinion about the advertisement of the store? Very Good Neutral Bad Very Bad Good

13. What kind of the information method they have provided for the special offers? SMS Mail Others Phone call E-

14. Are you satisfied by the service offered in the store? Yes No

15. Are you satisfied with the distribution channel of the store? Extremely Satisfied Neutral Dissatisfied Extremely Dissatisfied Satisfied

16. Are you satisfied with the door delivery of the store? Very Good Neutral Bad Very Bad Good

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? Extremely Satisfied Neutral Dissatisfied Extremely Dissatisfied Satisfied

19. What is your commitment level with the store? Factors Strongly Agree 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 Neutral Disagree Strongly Agree Neutral Disagree Strongly Disagree

64

Agree Products are Reliable Trust worthy service Frequent purchasing Store loyal

Disagree

21. What is your overall satisfaction about the sales person of the store? Very Good Neutral Bad Very Bad Good

22. What is your overall satisfaction about the store? Extremely Satisfied Neutral Dissatisfied Extremely Dissatisfied Satisfied

23. As customer of this store, do you have any complaints? Product quality Price Parking Facility Others(specify) Delay in supply Interiors

Thank You for your kind response.

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