Submitted by
Guided by
Saurabh Guha Simpy
Asst. Professor MBA 4th sem
Content
• Introduction
• Company profile
• Literature review
• Research methodology
• Objective of the study
• Limitation of the study
• Recommendation
• Finding of the study
• Conclusion
• Questionnaire used
Introduction
D Mart is a chain of hypermarket and supermarket in india
started by RK damani .As a 2015 has 89 stores spread across
maharastra ,gujrat , andhra pradesh and karnatka .and a recent
purchase of property in rajkot shows that it is well advancing
towards expanding across india .Traditionally companies have
relied only on differentiation of product and service to retain their
customer and also to satisfy the consumers.however times has
changed due two fiers competition from nnew player entering
the market limitation of new features and increase in number of
new offers customer have acquired new choices and they have
also become more price sensitive ,which has forced marketers
to adapt differentiated and customer oriented strategies in
order to enable them to stand out in the competition and hain a
competitive edge. According to singh(2006),one of the
fundamentally important drivers of organizational success is
that enterprise's must take the needs and wants of their
customer in to account.
Due to the tremendous growth of service industry in which
retailing sector plays an important role it is vital for retailers to
understand the degree of important of listening to the inner
voice of customer needs to create ,increase level of satisfaction
.ultimately ,effective satisfaction leads to prospective log term
relationship and loyalty through repeating purchase and
recommendation , which helps retailers maintain their market
share and position. Consumer needs has become sophisticated
and it is imperatives that grocery stores look for buildings long
term and stable relationship with their customer As a way and
driving satisfaction up since satisfaction does translate later into
loyalty and retention.
Company profile
a . Type of organization
Public
b. Type of industry
Retailing
c. Founded
15th may,2002
d. Founder
Radhakishan Damani
e. Parent
Avenue supermarts Ltd. (ASL)
f. Number of location
140
g. Headquarters
h. Products
Department stores
i. Revenue
$1.86 Billion (2016-17)
j Net Income
$74.64 Million (2016 -17)
Website
http://www.dmKarniia.com/
.
Company promoters
Radhakishan S. Damani Started
Gopikishan S. Damani
Shrikantadevi R.Damani
Kirandevi G. Damani
Bright Star
Royal Palm. Trust
Bottle. Palm Trust
Mountain Glory Trust
Gulmohar Trust
Karnikar Trust
Review of literature
In this chapter of the research we have given a theoretical
background of customer satisfaction and also explained all the factor
which influence customer satisfaction in supermarkets .This section
describe supermarkets and hypermarket . section a describe
customer satisfaction using the available literature from othr
researcher.and section b describe the different dimension of
customer satisfaction.
a) Customer Satisfaction
1. Name
Ans
2 Age group
Under 25
. 25-35
35-45
45 above
3 Gender
Male
Female
4. Occupation
a)Student
b) Self employed
c)Service
d) Home maker
5. Monthly Income
a)Less than 15000
b)15000-30000
c)30000 and above