CHAPTER-1

INTRODUCTION

OBJECTIVE OF THE STUDY

Primary Objectives:

To study the attitudes and behaviors of customers towards the products of yamaha.

To find out the differences among perceived service and expected service.

Secondry Objectives:

To understand consumers preferences.

To access the degree of satisfaction of the consumers

To determine customer preference while selecting yamaha and its competitors.

SCOPE OF THE STUDY

This study is limited to the consumers with in Faridabad city.

The study will be able to reveal the preferences, needs, satisfaction of the customers
regarding the services of the company.

It also help company to know whether the existing products or services are offering are
really satisfying the customers needs.

To study the fact about the yamaha India pvt. Ltd. as a group.

To understand and analyze various HR factors including its competitors policy

RESEARCH METHODOLOGY
Define Research:Research as The manipulation of things ,concepts of symbols for the purpose of generalising to
extend,correct or verify knowledge,whether that knowledge aids in construction of theory or in the
practice of an art .
Types of Research:

Research problem

Research design

Sampling design

Data collection method

Analysis and interpretation of data

Research Used:-

SAMPLING DESIGN
Convenience sampling method is used for the survey of this project. It is a non-probability
sample. This is the least reliable design but normally the cheapest and easiest to conduct .In this
method Researcher have the freedom to choose whomever they find, thus the name convenience.
Example includes informal pools of friends and neighbors or people responding to a newspapers
invitation for readers to state their position on some public issue.

SAMPLE SIZE
Sample size denotes the number of elements selected for the study. For the present study, 100
respondents were selected at random. All the 100 respondents were the customers of different branches
of the company.

METHOD OF DATA COLLECTION

Primary Method:To know the response, the researcher used questionnaire method. It has been designed as a primary
research instrument. Questionnaires were distributed to respondents and they were asked to answer
the questions given in the questionnaire.
Secondry method:The questionnaires were used as an instrumentation technique, because it is an important method
of data collection. The success of the questionnaire method in collecting the information depends
largely on proper drafting. So in the present study questions were arranged and interconnected
logically. The structured questionnaire will reduce both interviewers and interpreters bias.
Further, coding and analysis was done for each questions response to reach into findings,
suggestions and finally to the conclusion about the topic.

LIMITATIONS
Although the study was carried out with extreme enthusiasm and careful planning there are several
limitations, which handicapped the research viz,

Time Constraints:

The time stipulated for the project to be completed is less and thus there are chances that some
information might have been left out, however due care is taken to include all the relevant
information needed.

Sample size:

Due to time constraints the sample size was relatively small and would definitely have been more
representative if I had collected information from more respondents.

Accuracy:

It is difficult to know if all the respondents gave accurate information; some respondents tend to give
misleading information.

TYPES OF DATA
Every decision poses unique needs for information, and relevant strategies can be developed based
on the information gathered through research. Research is the systematic objective and exhaustive
search for and study of facts relevant to the problem.
Research design means the framework of study that leads to the collection and analysis of data. It
is a conceptual structure with in which research is conducted. It facilitates smooth sailing of
various research operations to make the research as effective as possible.
PRIMARY DATA
Primary data are those collected by the investigator himself for the first time and thus they are
original in character, they are collected for a particular purpose.
A well-structured questionnaire was personally administrated to the selected sample to collect the
primary data.

SECONDARY DATA
Secondary data are those, which have already been collected by some other persons for their
purpose and published. Secondary data are usually in the shape of finished products.
Two types of secondary data were collected for the preparation of the project work:
Internal Data was generated from companys brochures, manuals and annual reports
External Data, on the other hand, was generated from magazines, research books, intranet and
internet (websites).

CHAPTER-2
REVIEW OF LITERATURE

CUSTOMER SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with the products and
services provided by a business.
Customer satisfaction levels can be measured using survey techniques and questionnaires

DEFINITIONS
Definition 1: Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of a business
transaction is equal to or greater than his/her expectation.
Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a
minimum negative departure from expectations when compared with other acquisitions.
Gaining high levels of customer satisfaction is very important to a business because satisfaction
customers are most likely to be loyal and to make repeat orders and to use a wide range of services
offered by a business.
There are many factors which lead in high levels of customer satisfaction including.
Products and services which are customer focused and hence provide high levels of value for
money.
What is clear about customer satisfaction is that customers are most likely to appreciate the goods
and services that they buy if they are made to feel special. This occurs when they feel that the
products and services that they buy have been specially produced for them or for people like them.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly becoming a vital business
issue as organization realize the benefits of Customer Relationship Management (CRM) for
providing effective customer service. Professionals working within customer-focused business or
those running call centers or help desks, need to keep informed about the latest customer
satisfaction techniques for running a valuable customer service function. From small customer
service departments to large call centers, the importance of developing a valued relationship with
customers using CRM is essential to support customer and long-term business growth.
What Do Customers Want?
Before we begin to create tools to measure the level of satisfaction, it is important to develop a
clear understanding of what exactly the customer wants. We need to know what our customers
expect from the products and services we provide.
Customer expectations have two types
Expressed
Implied
Expressed Customer Expectations are those requirements that are written down n the contract and
agreed upon by both parties for example, product specifications and delivery requirements.
Suppliers performance against these requirements is most of the items directly measurable.
Implied Customer Expectations are not written or spoken but are the ones the customer would
expect the supplier to meet nevertheless. For example, a customer would expect the service
representative who calls on him to be knowledgeable and competent to solve a problem on the
spot.

There are many reasons why customer expectations are likely to change overtime. Process
improvements, advent of new technology, changes in customers priorities, improved quality of
service provided by competitors are just a few examples.

The customer is always right. Suppliers job is to provide the customer what he/she wants, when
he/she wants it. Customer satisfaction is customers perception that a supplier has met or exceeded
their expectations.
WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customers requirements fully because
these have to be met in any case. However failing short is certain to create dissatisfaction.
Major Attributes of customer satisfaction in companying industry can be summarized as:

Product quality

Premium Outflow

Return on Investment

Services

Responsiveness and ability to resolve complaints and reject reports.

Overall communication, accessibility and attitude.

WHAT ARE THE TOOLS?
Customer expectations can be identified using various methods such as:

Periodic contract reviews

Market research

Telephonic interviews

Personal visits

Warranty records

Informal discussions

Satisfaction survey
Depending upon the customer base and available resources, we can choose a method that is most
effective in measuring the customers perceptions.

CUSTOMER SATISFACTION SURVEYS

Formal survey has emerged as by far the best method of periodically the customer satisfaction. The
survey are not marketing tools but an informationgaining tool. Enough homework needs to be
before embarking on the actual survey. This includes:
Defining Objectives of the Survey
Design Survey approach
Develop questionnaires and forms
Administer Survey (Email, Telephone or Post)
Method of compiling data and analyzing the findings
Format of the report to present the findings

There is no point in asking irrelevant questions on a customer satisfaction questionnaire. The

basic purpose is to find out what we are doing right or wrong. Where is the scope
for improvement, where do we stand vis--vis other suppliers. How we can serve the customer
better?

A customer satisfaction measurement survey should at least identify the following objectives:
Importance to customers (Customers priorities)
Customers perception of suppliers performance
Your performance relative to customers priorities.
Priorities for improvement
Survey forms should be easy to fill out with minimum amount of time and efforts on customers

part. They should be designed to actively encourage the customer to complete the questions. Yet
they must provide accurate data should also be sufficiently reliable for management decision
making. This can be achieved by incorporating objective type questions where customer has to
rate on scale of say 1 to 10.

Normally, we deal various personnel at various levels in the customers organizationthe

buyer, user, receiving inspector, finance and purchase person etc. surveying a number of
respondents for each customer gives a complete perspective of customer satisfaction. It may be
necessary to device a different questionnaire for each of them.
Respondents must be provided a way to express the importance they attach to various survey
parameters. Respondents should be asked to give a weighting factor, again on a rating scale of say,
1 to 10, for each requirement. This gives a better indication of relative importance of each
parameter towards overall customer satisfaction and makes it easier for suppliers to prioritize their
action plans by comparing the performance rating (scores) with importance rating (weighing).

CONSUMER RESEARCH IN DIFFERENT DISCIPLINES

A considerable body of literature exists on consumption, consumer behaviour and consumer
decision making process.

CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence buying behavior.
The process can be depicted as follows:

Need recognition- realization of the difference between the desired and the current situation that
serves as a trigger for entire process.

Search for information.

Pre purchase alternative evaluation.

Consumption(utilization of the procured option)

Post purchase alternative re-evaluation.

Divestment(disposal of the unconsumed product and its remnants

CUSTOMER SATISFACTION
We can asset that the buyer forms a judgment of value and acts on it. Whether the buyer is
satisfied after purchase depends upon the offers performance in relations to the buyers
expectation.

Satisfaction is the level of a person felt state resulting from comparing a products perceived
performance (outcome) is relation to the persons expectations. Thus the satisfaction level is a
function of the difference between perceived performance & expectations. A customer could
experience one of three levels of satisfaction. If the performance falls short of expectations, the
customer is unsatisfied. If the performance matches the expectations, the customer is satisfied,
pleased or delighted.
But the question arise how do buyer from their expectations? Expectations are formed on the
basis of the buyers past buying experience, statements made by associates, friends and marketer
and competitor information and promises. If the marketer raises expectations too high, the buyer
is likely to be disappointed if the company fails to deliver. On the other hand, if the company sets
expectations too low, it wont attract enough buyers although it will satisfy those who buy.

MISSION STATEMENT
To grow company by providing innovative, strong and high performance products and
solutions to meet global customers needs. HDFC BANK PVT, LTD
will support world class products by providing superior customer care. HDFC BANK PVT,
LTD
care extends to the environment and the community.
A customer is our Paymaster
A customer is the most important person in the company, whether we meet him in
person, he writes or telephones us.
A customer is not independent on us..We are dependent upon him for our living.
A customer is not an interruption to our workHe is the purpose of it. He is doing us
a favour by giving us an opportunity to serve him.
A customer is not someone with whom to argue or match our wits..No one ever won an
argument with a customer.

A customer is a person who comes to us because he needs certain goods or services. It is

our job to provide them in a way profitable to him and ourselves.
A customer is not a cold statistic. He is flesh and blood human being with emotions and
prejudices like our own.

Why Customer is important for us?

Because our salary is paid by the customer
Because customer is the reason for our existence
Because if there are no customers, the organization will cease to exit.
Because ultimately we all are serving the customers, whether directly or indirectly.

Always Remember
You are serving the customer directly since are based at a HDFC BANK PVT,LTD
Dealership
You are the person who has an opportunity to be in contact with the customer throughout the
machine life.
For a customer you are a representative of HDFC BANK PVT, LTD..
When you present yourself to the customer, you present an image of HDFC BANK PVT,
LTD.
You are a brand ambassador of HDFC BANK PVT, LTD
You are there to provide solutions to the customers problems.

What do Customers want?

Customers are human beings like us. Human beings have emotions. The emotional
needs of the customers have to be satisfied during any interaction or transaction.

Every Customer WantsTo feel In Charge

Customers want to feel they are in control of a situation when they are dealing with you.
They need to feel that that they are not being manipulated, that they are getting to where
they want to get.
Respect Everybody wants to feel good about themselves. They like to feel that they have
done the right thing, and you should reinforce this view of themselves.

Fairness
People do not necessarily expect special treatment, but they do expect to be treated as
well as everyone else. Nobody likes to feel that they have been taken advantages of in
anyway.

Friendliness
Customers want to feel good about those they have dealings with. They want to have
confidence in them, and to be made to feel welcome.
Knowledge
Customers want to know what is happening so that they can make of what is going on.
They will respect your expertise, but will not want to treat as idiots.
Confidence
Customers need to feel that the people and organizations they deal with are trustworthy
and will keep their promises.
As we know successful completion of any report and getting genuine results from that
depends upon the method used by the researcher.
This report involves study of CUSTOMER SATISFACTION AND AFTER SALE SERVICE.

RESEARCH INSTRUMENT QUESTIONNAIRE

Questionnaire and personal interview was main weapon to extract information from the
respondents. Questionnaire is a formal list of question asked in person or in writing. The
structure of the questionnaire included multiple choices of question, rating and ranking question,
dichotomous question and demographic questions. The questionnaire used by me was structured
and non disguised one. The questionnaire was typed and made in a systematic pattern so as to

make it easily understandable to the respondents. These questionnaires were circulated and
explained the important aspects and objectives of the study.

PROBLEM DEFINATION AND RESEARCH OBJECTIVE

In the current competitive market Scenario of HDFC BANK PVT, LTD
its difficult to maintain current market shares and to capture more market shares special
strategies are needed.
There is no doubt that HDFC BANK PVT, LTD
is the market leader but its market shares. So HDFC BANK PVT, LTD
has made its marketing objective to increase its market share and hold down its current
customers. For a leader the situation is tougher first, he has to hold down its current customers,
after that he thinks about attracting other.

CHAPTER - 3
COMPANY PROFILE

INDUSTRY PROFILE

Banking is an important branch of commerce and banks are essential commercial institution which
facilitate trade. Banks occupy an important position in the modern business world. No country can
make commercial and industrial progress without well organized banking system. By providing facilities
for deposit, banks encourage the habit of saving among people. They mobilize small savings and
channelise them into productive uses. They provide facilities for safe custody, investment and
transfer of money. Banks provide both short-term and long-term finance to businessmen. The
credit policy of bank determines the level economic activity in the country.
Banks play an important role in all foreign exchange tractions in India. All receipts and payments in
foreign exchange are required to be settled in almost all cases through a bank authorized to deal in
foreign exchange. Section 6 of Foreign Exchange Regulation Act requires the bank to obtain a license
from Reserve Bank of India (RBI) to deal in foreign exchange, and such banks are the authorized
dealers in foreign exchange.
Indian national and persons of Indian origin resident abroad can open bank accounts in India
freely, out of funds remitted from abroad in foreign exchange, or out of funds legitimately due to
them in India. RBI has granted general permission to Authorized Dealers to open such accounts
freely, although in some cases the requests of non-residents will have to be approved by RBI.
Besides authorized dealers the RBI has permitted certain state co-operative banks, scheduled
commercial banks and urban co-operative banks, which do not hold licenses as full-fledged authorized
dealers, but which fulfill the eligibility criteria, prescribed by RBI, to maintain non-resident external
accounts in rupees. They can not maintain foreign currency (non-resident) accounts (bank) scheme.

DEVELOPMENT OF INDIAN BANKING SYSTEM:

Banking in India, on modern lines, was started by English agency houses of Calcutta and Bombay which functioned
on the basis of unlimited liability. They also issued currency, untill this privilege was withdrawn in 1862. it was only in
1860 the principle of limited liability was accepted under Indian law. subsequently, There was a spurt of in the
establishment of banking companies. Several of the early banks failed on account of speculation and mismanagement.
The Reserve bank of India (RBI),The central bank of the country came into existence in1935 as a consequences
of the passing of the RBI Act in1934. The banking regulation Act was passed in1949 giving wide powers to RBI to
regulate, supervise and develop the banking system. The act vested licensing powers on RBI as also the authority
to conduct inspection of banks. RBI worked towards institutionalization of saving and adapting the credit system to
the emerging needs of the economy. The consolidation of the banking structure and emergence of large commercial
banks amalgamations and mergers of smaller and weak banks also marked this period

COMPANY PROFILE
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in
principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the
RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the
name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations
as a Scheduled Commercial Bank in January 1995.
HDFC Bank Limited, a private sector bank, provides financial services to corporations, and middle and upperincome individuals in India. It operates in three divisions:

Retail Banking,
Wholesale Banking, and
Treasury Operations.

RETAIL BANKING:
The Retail Banking division provides various deposit products, loans, credit cards, debit cards, third party
mutual funds and insurance, investment advisory services, and depositary services.

WHOLESALE BANKING:
The Wholesale Banking division offers loans, deposit products, documentary credits, guarantees, bullion
trading, foreign exchange, and derivative products, as well as cash management services, clearing and
settlement services for stock exchanges, tax and other collections for the government, custody services for
mutual funds, and correspondent banking services.

TREASURY OPERATIONS:

The Treasury Operations division manages debt securities, money market operations, foreign exchange, and
derivative products
Helping Indians experience the joy of home ownership. The road to success is a tough and challenging journey
in the dark where only obstacles light the path. However, success on a terrain like this is not without a solution.
As we found out over two decades ago, in 1977, the solution for success is customer satisfaction. All you need
is the courage to innovate, the skill to understand your clientele and the desire to give them your best.
Today, over a million satisfied customers whose dream we helped realize, stand testimony to our success.
Our objective, from the beginning, has been to enhance residential housing stock and promote home ownership.
Now, our offerings range from hassle-free home loans and deposit products, to property related services and a
training facility.
We also offer specialized financial services to our customer base through partnerships with some of the best
financial institutions worldwide Housing Finance Sector.

HOUSING FINANCE SECTOR

Against the milieu of rapid urbanization and a changing socio-economic scenario, the demand for housing has
grown explosively. The importance of the housing sector in the economy can be illustrated by a few key
statistics. According to the National Building Organization (NBO), the total demand for housing is estimated at
2 million units per year and the total housing shortfall is estimated to be 19.4 million units, of which 12.76
million units is from rural areas and 6.64 million units from urban areas. The housing industry is the second
largest employment generator in the country. It is estimated that the budgeted 2 million units would lead to the
creation of an additional 10 million man-years of direct employment and another 15 million man-years of
indirect

employment.

Having identified housing as a priority area in the Ninth Five Year Plan (1997-2002), the National Housing
Policy has envisaged an investment target of Rs. 1,500 billion for this sector. In order to achieve this investment
target, the Government needs to make low cost fun.

HDFC- GENESIS:
The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office
in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.

Network of over 250 branches spread over 135 cities across the country. All branches are linked to each
other through an online real time basis. . Customers in 80 locations are also serviced through Phone
Banking.

The Bank also has a chain of over 800 networked ATMs across these cities.

Moreover, HDFC Bank's ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express credit/ chargecardholders.

The
a

Bank's

presence

corporate

in

customers

expansion

plans

take

into

account

and

commercial

all

major

industrial

are

located

as

well

as

the

need

the
to

need

to

centres
build

have

where

strong

its
retail

customer base for both deposits and loan products.

Being
has

clearing/settlement

branches

in

the

centers

bank

to

where

various
the

leading

NSE/BSE

stock
have

exchanges,
a

strong

the
and

Bank
active

member base
HDFC

Bank

information

operates
technology

in
and

highly

automated

communication

environment

systems.

All

in

terms
the

of
bank's

branches have connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the branch network and Automated
Teller Machines (ATMs). The Bank has made substantial efforts and investments in acquiring the best

technology available internationally to build the infrastructure required for a world-class bank. In terms of
software, the Corporate Banking business is supported by Flex cube, while the Retail Banking business by
Fin ware, both from i-flex Solutions Ltd. The systems are open, scalable and web-enabled. The Bank has
prioritized its engagement in technology and the internet as one of its key goals and has already made
significant progress in web- enabling its core businesses. In each of its businesses, the Bank has succeeded in
leveraging its market position, expertise and technology to create a competitive advantage and build market
share.
In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to
create a competitive advantage and build market share. The Bank has received recognition both nationally and
internationally for 'The Best Bank' on various parameters in publications like Euro money and Finance
Asia.The Bank's IT department has a total staff strength of 120 (approx.),with a mix of functional and technical
specialists.

CHAPTER - 4
DATA ANALYSIS
&
INTERPRETATION

DATA ANALYSIS

QUESTIONNAIRE TARGETED AT THE EMPLOYEES:A questionnaire was prepared for the purpose of getting feedback from the employees regarding the Stress
management in Banking Sector, (Special report on HDFC Bank). Around 50 employees were selected
from different branches of the HDFC Bank and questionnaire was given to them for the purpose of study.
The analysis of the data is done as per the survey findings. The data is represented graphically in percentage.

Q1. How much employee manage time effectively?

Always

Usually

Seldom

25%

40%

35%

TABLE 4.1

FIGURE 4.1

INTERPRETATION:

25% employees always manage time effectively, 40% usually and 35% seldom.

Q.2 I use assertive statements to protect my right to say no to others?

always
35%

seldom
25%
TABLE 4.2

Usually
40%

FIGURE 4.2

INTERPRETATION:

35% employees always use assertive statements to protect my right to say no to others, 25% seldom and 40%
usually.

Q.3 I regularly share my feelings with someone close to me?

always
48%

Seldom
22%
TABLE 4.3

usually
30%

FIGURE 4.3

INTERPRETATION:

48% employees regularly share my feelings with someone close to me, 22% seldom and 30% usually.

Q.4 I do community work with that is meaningful to me?

always
36%

seldom
30%
TABLE 4.4

usually
34%

FIGURE 4.4

INTERPRETATION:

36% employees do community work with that is meaningful to me, 30% seldom and 34% usually.

Q.5 I eat balance diet with lots of fresh fruits and vegetables?

always
50%

seldom
20%
TABLE 4.5

usually
30%

FIGURE 4.5

INTERPRETATION:

50% employees are eat balance diet with lots of fresh fruits and vegetables, 20% seldom and 30% usually.

Q.6 I do aerobic exercise at least three times each week?

always
40%

seldom
25%
TABLE 4.6

usually
35%

FIGURE 4.6

INTERPRETATION:

40% employees do aerobic exercise at least three times each week, 25% seldom and 35% usually.

Q.7 I practice relaxation techniques daily?

always
20%

seldom
38%
TABLE 4.7

usually
42%

FIGURE 4.7

INTERPRETATION:

20% employees practice relaxation techniques daily, 38% seldom and 42% usually.

Q.8 I avoided unhealthy habits for coping with stress?

always
28%

seldom
42%
TABLE 4.8

usually
30%

FIGURE 4.8

INTERPRETATION:

28% employees avoided unhealthy habits for coping with stress, 42% seldom and 30% usually.

CHAPTER - 5
CONCLUSIONS
&
RECOMMENDATIONS

CONCLUSIONS

The report entitled CUSTOMER SATISFACTION has helped me in studying about the
services and products offered to consumers by the organization.

Since the opening up of the organization, HDFC BANK Pvt, Ltd is in the fray each one
trying to cover more market share than the other.

The most important thing that create a good name to any organization is its services and
products that can well satisfy its customers hence customer satisfaction is very crucial and
important tool of business.

In short, I would like to say that the very act of the concerned management at HDFC
BANK Pvt, Ltd in critically examining consumer satisfaction towards all products and
services of the company is a step in their continual mission of making all round
improvements as a means of progress.

I am sure the company has a very bright future to look forward to and will be a trailblazer
in its own right.

RECOMMENDATIONS

Some of the recommendations for the HDFC BANK would be following here.

It need to focus more in to middle segment of the customer because they are very price
sensitive and they ready to take an advantage of this.

It need to focus more in to marketing problem because customer satisfaction depends upon
this.

It need to focus cheap availability of the products.

It need to change their customer segmentation like other competitors which focus more
towards luxury segment.

Customer Satisfaction is depends upon what customers perceive with the brand which is good
sign for the company can keep continue with this strategy.

It need to focus on its prices which are more than any other competitor with the same product.

BIBLIOGRAPHY

Anderson E. W. & Sullivan

Customer satisfaction of firms, marketing science

Babakus E. and Boller G. W. (1992) An Empirical Assessment of the SERVQUAL

BBC, (2009)

Kothari C.R-research methodology-Sultan chand publications-NEW DELHI-2005

Kotler Philip-marketing management-pearson education PTE. LTD 482 F.I.E DELHI-2003

WEBSITE

http//:www.wikipedia.org

http//:www.naukrihub/customersatisfaction.com

http://www.google.co.in/search?q= consumer + satisfaction & rls = com

ANNEXURE

QUESTIONNAIRE -1
1. Name of the show room____________________________________
2. Address of the show room __________________________________

Supply
1. Are you satisfied with the supply

yes / no

2. What are the brands you most need___________________________

Growth
1. What are your growth rate in 2008-2009(in percentage)____________
2. What will be your expected growth in 2010-2012 _________________
3. Programmed of purchases(2009-2010) Rs_______________________
Remarks
Name of the branch___________________________________________

QUESTIONNAIRE -2

Respondent name____________________________________
Sex: _____________________________________
Age: _____________________________________
1.

Which type of footwear you prefer and why?

Formal
Casual
Sports

2.

Which company you prefer the most for footwear and why?
Bata

Liberty

Paragon

Metro

Woodland

Reebok

Nike

Adidas

Other
3.

Would you like to buy footwear from a show room or from an ordinary shop?
Show room
Ordinary shop

4.

According to you, what matters and why?

Quality
Cost

5.

What gives you more satisfaction?

Name of company __________________________________________

Cost of product ____________________________________________
Quality of product___________________________________________
6.

What is the difference between the local company and well known company?
Local company

7.

well known company

(1)______________

(1) _______________

(2)______________

(2) ________________

Which problem does you face and what modification you want?
_____________________________________________________
_____________________________________________________

ANNEXTURE- 3
QUESTIONNAIRE

-3

Name :
Sex

M/F

Age group:
15-20

25-30

Above 30
OCCUPATION
Student

Servicemen

Businessmen

Housewife

Working lady
INCOME (PER MONTH)
Rs .5000-10000

Rs .10000-15000

Above Rs 15000

2. Which brands of footwear do you like?

Bata

Liberty

Woodland

Paragon

Metro

Reebok

Nike

Adidas

Other

3. Specify the reason for purchase of particular brand of liberty footwear, rank according to
your choice.

Range

Quality

Fashion

Discount

Offers

Comfort

4. Sources of motivation for purchasing footwear?

Friends
Shopkeepers

Parents
Advertisement

Personal liking
5. Which media do you like most for advertisement?
T.V.
Newspaper

Hoarding
Magazines

6. On which channel would you prefer an ad of footwear?

ESPN

Zee

Star plus

Sony

Other