h

SUMMER TRAINING REPORT

ON

THE CONSUMER SATISFACTION

OF CUSTOMERS OF
MOTISONS jewelers Ltd.

SUBMITTED IN PARTIAL FULFILLMENT TO

THE IIS UNIVERSITY

For the Degree of

MBA-Human Resource Management

(Department of HRM & IB )
SUBMITTED TO: Dr. SEEMA SINGH RATHORE
ADDITIONAL HEAD
DEPTT. HRM & IB
THE IIS UNIVERSITY

SUBMITTED BY:EKTA MIDDHA

MBA(HR) SEM- III
ICG/2013/15715

INDEX

S. NO.

CONTENT

Chapter-1

Introduction

Chapter-2

Research Methodology

Meaning Of Research

Objective Of Study

Scope Of Study

Research Design

Data Collection

Sampling

Review Of Literature

Chapter-3

Limitations
MOTI SONS JEWELLERS Ltd.

Chapter-4

Data Analysis and Interpretation

Chapter-5

Findings

Chapter-6

Suggestion and Conclusion

Bibliography
Annexure

ACKNOWLEDGEMENT

PG. NO.

I owe my thanks to all the various people helped me in making this project
successful. I am thankful to all people without whose help and guidance an effort
to do this work would not have been successful.
This project report instead of being an individual effort is a collective one where in
help from various quarters especially business and academic one have been
derived. The list of those providing a helping hand is quite comprehensive but it
would be pertinent to mention a few who have played a major role in completion
and preparation of the project and continue to have positive influence in my
thought process.
My special thanks go to Sir M.K Sharma,( DEAN ,faculty of commerce
&management), Dr. Ankita Gangwal Jain,(HEAD, dept. of HRM&IB),and Dr.
Seema Singh Rathore (Additional HEAD, dept of HRM& IB) under whose
guidance I have completed my project She was there to meet and talk about my
ideas and ask me good questions to help me think through my problems .
I would also like to thank my MR.Lalit Musal (Senior Manager-HR MOTISONS
JEWELLERS Ltd.) who helps me for guidance provided by, which help me to
complete my project.
At last I would like to thank my family and friends for unconditional support and
encouragement in completion of my project.
EKTA MIDDHA

PREFACE

CHAPTER - 1

INTRODUCTION
All of us are consumers. We consume things of daily use; we also consume
and buy these products according to our needs, preferences and buying power.
These can be consumable goods, durable goods, specialty goods or industrial
goods.
What we buy, how we buy, where and when we buy, in how much quantity we
buy depends on our perception, self concept, social and cultural background and
our age and family cycle, our attitudes, beliefs, values motivation, personality,
social class and many other factors that are both internal and external to us.

CONSUMER BEHAVIOR
Consumer behavior is the study of how people buy, what they buy, when
they buy and why they buy. It blends elements from psychology, sociology,
sociopsychology, anthropology and economics. It attempts to understand the
buyer decision processes/buyer decision making process, both individually and
in groups. It studies characteristics of individual consumers such as
demographics, psychographics, and behavioral variables in an attempt to
understand people's wants. It also tries to assess influences on the consumer
from groups such as family, friends, reference groups, and society in general.

Belch and Belch define consumer behavior as 'the process and activities
people engage in when searching for, selecting, purchasing, using, evaluating,
and disposing of products and services so as to satisfy their needs and desires'.

BUYER AN ENIGMA
Although it is important for the firm to understand the buyer and accordingly
evolve it marketing strategy, the buyer or consumer continues to be an enigma
sometimes responding the way the marketer wants and on other occasions just
refusing to buy the product from the same marketer. For this reason, ht buyers
mind has been termed as a black box, the marketer provides stimuli but he is
uncertain of the buyers response. This stimulus is a combination of product,
brand name, colour, style, packaging, intangible services, merchandizing, shelf
display, advertising, distribution, publicity and so forth.
Further todays customer is being greatly influenced by the media especially
electronic.

Technological

developments

in

the

field

of

information,

biotechnology and genetics, and intensive competitions in all products and

services are also impacting consumer choices.

FACTORS INFLUENCIG CONSUMER BEHAVIOR

The factors that influence consumer behavior can be classified into internal
factors and external environmental factors. External factors do not affect the

decision process directly, but percolate or filter through the individual

determinants, to influence the decision process.
The individual determinants that affect consumer behavior are:

Motivation and involvement

Attitudes

Personality and self concept

Learning and memory

Information processing
The external influences or factors are:

Cultural influences
Sub-cultural influences
Social class influences
Social group influences
Family influences
Personal influences
Other influences

MODELS OF CONSUMER BEHAVIOR

We have already seen that there are many factors which influence the decision
making of consumers. There are various consumer models which help in the
under standing of consumer behavior. They are formulated by different
economist and management scientist based on various ideas. They are:

Economic Model

Psychological Model

Input process output Model

Sociological Model

Hawrath Sheth Model

Sociological Model

Engel-Blackwell-Kollath Model

Model of family decision making

Nicosia Model

A model of industrial buying behavior

TOOLS TO STUDY CONSUMER BEHAVIOR

It is important to marketer to regularly study buyer behavior. The different tools

available to him or her are:

Surveys
This is the most common technique used in studying consumer behavior. It
involves the use of questionnaires. Different scaling techniques like Likert and
Thurstone are used to measure consumer attitudes. The problem with survey
methodology is that it gives to marketer only conscious response of the
customer.

Projective Techniques
To throw the customer off his or her conscious level and to get know subconscious-level responses, projective techniques like word association, picture
association and thematic appreciation tests have been used. This provides
valuable information on his or her product or brand and about the customers
lifestyle and self concept.

Focus Group Discussions

This is another qualitative technique used to assess how customers perceive the
product and use situations. It also provides the marketer with valuable
information on the target market.

OUTLET SELECTION AND PURCHASE

As the number of product and brands are increasing in the market, so are the
retail outlets and it becomes very confusing for the customers to choose the
retail stores. The selecting of a retail store also involves almost the same
process as selecting a brand. A retail outlet relates to a service or a product
which caters to the consumer. The retail trade occurs from the stores but, it also
occurs from catalogues, direct mail via print media, television and radio.
Retailing is also done in weekly markets which are put up in different areas of a
city on different days. It is also done from consumer, by means of various
media. It has become very challenging and exciting, both for consumers and
marketers. The consumer may give first preference to the store or the product
or, he may give equal importance to both. Sometimes one prefers a store first,
where he can get friendly and logical advice to buy the product or brand of
second priority, if he is assured of proper service and proper guidance, rather
than buying a product of his choice on first priority and missing out on other
important aspects of purchase.

PURCHASE BEHAVIOR
We have seen that in many products, decision-making is a very lengthy
process, and takes a very long time. The problem is recognized and a lot of
information is gathered. After this is done, the last two stages of decisionmaking, that is, the purchase and post purchase come into play. Purchase is very

important as it generates revenue, and post purchase gives us an idea of the

likes and dislikes of the consumer. Post purchase behavior also establishes s
link between the marketer and the target market segment.
Purchase is important to the marketer as the product was planned, produced,
priced, promoted and distributed after a lot of effort. If purchase does not take
place, the marketer has failed in his marketing effort. He then needs to change
the marketing mix. He has to change entire strategy, as the ultimate aim of the
marketer is to float a product which will generate revenue and bring satisfaction
to the customers. Purchase is important for his success, for achieving his
objectives and for formulating competitive strategies against the competitors. It
marks the end of his search, end of his efforts and chooses the brand of his
choice for expected benefits.

POST PURCHASE BEHAVIOR

It is important for the marketer to know whether his product is liked by the
consumer or not. He wants the feedback about his product so that corrective
action, if necessary, can be taken, and the marketing mix be modified
accordingly. Post purchase behavior is the reaction of the consumers; it gives an
idea of his likes and dislikes, preferences and attitudes and satisfaction towards
the product. It indicates whether or not the purchase motives have been
achieved. Purchase is the means and post purchase is the end. Post purchase
behavior indicates whether or not repeat purchase will be made. Whether the
customer will recommend the product to others or not. It indicates whether long
term profits can or cannot be expected. All this can be found out by the post

purchase behavior or the customers. Post purchase is the last phase in the
decision-making process.

CHAPTER - 2

RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research
problem. It may be understood as a science of studying how research is done
scientifically. The scope of research methodology is wider than that of research
methods. When we talk of research methodology we not only talk of research
methods but also consider the logic behind the methods we use in the context of
our research study and explain why we are using a particular method or
technique.

OBJECTIVES OF THE STUDY

To analyze the behavior of customers of Moti sons.
To know the motivating factors of consumers in purchasing products of Moti
sons.

 To know how brand preference is formed in purchasing Moti sons ornaments

among consumers.
To analyze marketing strategies of Moti sons.
To measure the level of satisfaction of customers of Moti sons.

To study the consumer perception towards Moti sons.

SCOPE OF STUDY
This study helps in finding out:

How the customers rate the various attributes in Moti sons as against other
competitors.

How effective has been the company in positioning Moti sons as a reputed
jewelry showroom.

How effective has the companys marketing strategy of low making charge,
with offering a whole lot of unique features provided in the market.

RESEARCH DESIGN
A research design is the arrangement of conditions for collection and
analysis of data in a manner that aims to combine relevance to the research purpose
with economy in procedure.
Research design is the conceptual structure within which research is
conducted; it constitutes the blueprint for the collection, measurement and analysis
of data.
The type of research design used in the project was Descriptive research,
because it helps to describe a particular situation prevailing within a company.
Careful design of the descriptive studies was necessary to ensure the complete
interpretation of the situation and to ensure minimum bias in the collection of data.

DATA COLLECTION METHOD

Both the Primary and Secondary data collection method were used in the
project. First time collected data are referred to as primary data. In this research the
primary data was collected by means of a Structured Questionnaire. The
questionnaire consisted of a number of questions in printed form. It had both open-

end closed end questions in it. Data which has already gone through the process of
analysis or were used by someone else earlier is referred to secondary data. This
type of data was collected from the books, journals, company records etc.

SAMPLING
Sample size-50 respondents
Sample unit-customers of moti sons
Sampling area-jaipur

REVIEW OF LITERATURE

The topic of consumer behaviour is one of the massively studied topics by the
researchers and MARKETERS in the past and still being studied. Researchers
show different reasons as to why consumer behaviour has been the topic of many
academics and researchers. One of the common views is that understanding
consumer behaviour has become a factor that has a direct impact on the overall
performance of the businesses (Kotler and Keller, 2012). Another view suggests
that understanding consumer behaviour has become crucial especially due to fierce
competition in retail industry in the UK and worldwide (Lancaster et al, 2002).
This chapter will introduce some other areas of research background of consumer
behaviour addressing the works of researchers and marketers. Moreover, consumer
decision making process, in particular, five stages of consumer decision making
process will be discussed in detail.
It is worth noting that consumer buying behaviour is studied as a part of
the MARKETING and its main objective it to learn the way how the individuals,
groups or organizations choose, buy use and dispose the goods and the factors such
as their previous experience, taste, price and branding on which the consumers
base their purchasing decisions (Kotler and Keller, 2012).
One of such studies of consumer buying behaviour has been conducted by Acebron
et al (2000). The aim of the study was to analyze the impact of previous experience

on buying behaviour of fresh foods, particularly mussels. In their studies the

authors used structural equation model in order to identify the relationship between
the habits and previous experience on the consumer buying decision. Their
findings show that personal habits and previous experience on of the consumers
have a direct impact on the consumers purchase decision in the example of
purchasing fresh mussels. They also found that the image of the product has a
crucial impact on the purchasing decision of the consumer and further
recommended that the product image should continuously be improved in order to
encourage the consumers towards purchasing.
Another study conducted by Variawa (2010) analyzed the influence of packaging
on consumer decision making process for Fast Moving Consumer Goods. The aim
of the research was to analyze the impact of packaging for decision making
processes of low-income consumers in retail shopping. A survey method has been
used in order to reach the research objectives. In a survey conducted in Star Hyper
in the town of Canterville 250 respondents participated. The findings of the
research indicate that low-income consumers have more preferences towards
premium packaging as this can also be re-used after the product has been
consumed. Although the findings indicate that there is a weak relationship between
the product packaging and brand experience. However, it has been proven by the
findings of the research that low-income consumers have greater brand experience
from the purchase of premium products when compared to their experience from
purchasing cheap brand products.
Lee (2005) carried out study to learn the five stages of consumer decision making
process in the example of China. The researcher focuses on the facts that affect the
consumer decision making process on purchasing imported health food products,
in particular demographic effects such as gender, education, income and marital
status. The author employed questionnaire method in order to reach the objectives
of the research. Analysis of five stages of consumer decision making process

indicate that impact of family members on the consumer decision making process
of purchasing imported health food products was significant.
The author further explains this by the fact Chinese tradition of taking care of
young and old family members have long been developed and marriage is
considered to be extremely important in Chinese tradition. This reflects in the
findings of the study that the purchase of imported health food products made by a
person for the people outside the family is declined significantly by both male and
female Chinese after they get married.
Five Stages Model of consumer decision making process has also been studied by
a number of other researchers. Although different researchers offer various
tendencies towards the definitions of five stages, all of them have common views
as they describe the stages in similar ways. One of the common models of
consumer decision making process has been offered by Blackwell et al (2006).
According to him, the five stages of consumer decision making process are
followings: problem/need

recognition,

information

search,

evaluation

alternatives, purchase decision made and post-purchase evaluation.

LIMITATIONS OF THE STUDY

The data obtained in some cases may be biased.
Difficulty in communication within the city while conducting the survey.

of

Time was the major constraint for the project.

The study is restricted to HR dept., and cant be generalized.
The individual perspective appears to be different.
Questionnaire is the major limitation for the project.

CHAPTER -3

MOTI SONS JEWELLERS

The shape of the building has been derived from lotus. The building is square in
plan symmetrical from all four sides. Leaves of the lotus flower spring out of the
building. Each leaf is created with colored glass in extremely complicated
geometry
-Groundfloor
-Firstfloor

-Secondfloor
-Upperfloor
- Last floor

goldshowroom
diamondshowroom
silvershowroom
corporateoffices
private area of owners

A virgin thought got wooed by a modest initiator and a timeless jewel was born
heralding the genesis of Motisons since 1998. Pure. Rare. Sublime.
It has been adoring beauty in all its glory since its inception. It pays a befitting
tribute to the resplendence and opulence of a rich cultural legacy, that is India.
Recreating the mystique that seduces the senses, they have been crafting splendor
that can gratify vanity with a magical finesse.
It offers a huge range of Gold jewelry, Kundan Polki jewelry, Moti jewelry and
Diamond jewelry.
Its every jewel spells magnificence at its craftsmanship. Enticing forms, vouched
purity and quality remains the poised hallmark of the indigenous bounty at
Motisons. Their unit stands fortified by the rare genius of a panel of professionals
who with their skill & knowledge, possess mettle enough to infuse soul into pieces
of fine art.
It has always embraced new technology and innovations, continually upgrading
itself in a relentless endeavor to surpass not just the contemporary, but also its own
standards of excellence.

AREA OF OPERATION
MotisonsJewellers
270,71,72,JohriBazar,
Jaipur-302003
Phone+91-0141-2563082,
+91-0141-4150000
+91-0141-2565073
Sb - 110, Motisons Tower,
LAL Kothi, Tonk Road
Jaipur 302015

G
n

ee
e

Phone: +91-0141-2565073
r
Fax : +91-0141-4150041

Hours of Operation

n Tuesday, Wednesday, Thursday,

Monday,
Friday, a
Saturday: 10:00 am to 10:00 pm
g

Sunday: Closed

SPECIAL FEATURES OF MOTI SONS

1. Exclusive showroom for 100% BIS hallmarked 916 gold collections.
2. A vast array of modern designer collections from India, Singapore, Europe,
Middle East etc.
3. Pure value for money guaranteed while buying and selling.
4. Lifelong guarantee and free maintenance for gold ornaments.
5. German made gold check carat analyzer to check the purity of gold while
buying and selling gold.
6. Exclusive collections of MG diamonds.
7. IGI certificate of authenticity and buy back guarantee for diamond
ornaments.
8. International Gemological Institutes certificate for diamond ornaments.

9. PGI certificate for platinum ornaments.

10. Availability of well trained professional sales executives.
11. Certain percentage of profit is reserved for charity.

MISSION OF THE ORGANISATION

Vision of the organization is as follows:
1.To provide employment opportunity to educated people.
2.To training to unskilled persons.
3.To provide good quality products at reasonable price.
4.To give customers the best value for their money.
5.To provide good working conditions.
6. To earn reasonable profit.

SOCIAL RESPONSIBILITY OF MOTI SONS:

Social responsibility means the obligation of a business to act in manner,
which will serve the best interest of the society.

Towards the employees:

Workers are, indeed the pillars of the organization. They are the important part
of the organization. It is therefore very necessary to keep them satisfied and
give them in due. According to modern philosophy, labour is a human being and
worker next.
Moti sons has to ensure job security for their workers and has to pay reasonable
salaries for their effort. It also creates good working conditions like good

lighting, ventilation, air conditioning etc to its employees. The company also
provides ESI to their staff. They are provided with accommodation, insurance
coverage and uniforms to the staff. The firm also ensures selection and
recruitment is being done without any discrimination like caste, colour, religion,
and state.

Towards the customers:

The satisfaction of the customers should be the primary concern of every
business concern. Moti sons ensures marketing of such goods which are
demanded by the customers based on their taste and preferences. it also ensures
adequate supply of good quality products at reasonable price.

Towards the society:

Every organization has responsibility not only towards employees and
customers but also towards the society also. Moti sons ensures maximum
utilization of nations rich resources. They try to dispose less wastage. Together
with this they also create more employment opportunities. Provide jobs for
unemployed youths of rural area. It also maintains good relation with local area.

DETAILS OF Moti sons COLLECTIONS

The exclusive collections of Malabar Gold include:
World class designer jewelry from Italy, Turkey, Korea, Bahrain..
1

Royal Mughal collections

Karachi bangles.

5 Calcutta collections.
6 Rajkot collections.
7 Zara collections.
8 Antique collections.
9 Hansa collections.
10 Bombay and Bombay special collections.
11 Signity studded jewelry.
12 Daily wear bangles and chains.
13 Formal or work wear jewelry.
14 Navrathna, birthstones, lucky stones studded with gold.
15 Platinum ornaments with 950 Purity Assurance Card.
12 Varied collections of their own brand diamond collection called MG
diamonds.
13 Traditional jewelleries from Karnataka and Kerala.

SOURCES OF FUND
The main sources of the funds are bank loans and from other financial institutions.
Almost half of the capital are owned fund.

CHAPTER 4

Data analysis and interpretation

TABLE 1:
Showing the no. of customers in sex classes
Category
Male
Female
Total

No. of Respondents
5
45
50

Percentage
10
90
100

Out of the 50 respondents surveyed:

5 were male.

45 were female.
TABLE 2:
Showing the no. of respondents belonging to different income level
Income Group (in Rs)
Below 12000
12000-16000
16000-20000
Above 20000
TOTAL

No. of respondents
5
15
20
10
50

Percentage
10
30
40
20
100

below 12000
12000-16000
16000-20000
above 20000

Out of the 50 respondents surveyed:

5 respondents were in the group below 12000.

15 respondents were in the group 12000-16000.

20 respondents were in the group 16000-20000.

10 respondents were in the group above 20000.

TABLE3: Showing the marital status of the customers
Status
Unmarried
Married
Total

No. of Respondents
6
44
50

Percentage
12
88
100

Out of the 50 respondents surveyed:

6 respondents are unmarried.

44 respondents are married.

TABLE4: Showing the no. of respondents belonging to different age groups.

Age
Below 18
18-28
29-38
Above 38
Total

No. of Respondents
08
22
14
06
50

Percentage
16
44
28
12
100

Out of the 50 respondents surveyed:

8 respondents were in the group below 18 yrs.

22 respondents were in the group 18-28 yrs.

14 respondents were in the group 29-38yrs.

6 respondents were in the group above 38 yrs

TABLE 5: Showing no. of customers aware of products other than gold

available in Moti sons

Status
Yes
No
Total

No. of Respondents
44
06
50

Percentage
88
12
100

Out of 50 respondents surveyed:

6 respondents are not aware about the products other than gold available in
Moti sons.

44 respondents are aware about the products other than gold available in
Moti sons.

TABLE 6: Showing the no. of respondents belonging to different groups of the

amount of gold they own.

Amount of gold (in grams)

No.

Below 56
56-120
120-200
Above 200
TOTAL

respondents
04
11
13
07
35

of

Percentage
11.43
31.43
37.14
20
100

Out of the 50 respondents surveyed, 35 were gold ornaments customers. Among

them:

4 respondents were in the group below 56.

11 respondents were in the group 56-120.

13 respondents were in the group 120-200.

7 respondents were in the group above 200

Showing no. of customers satisfied with making charges of ornaments

TABLE 7:
Status
Yes
No
Total

No. of Respondents
40
05
45

Percentage
88.88
12.12
100

Out of the 50 respondents surveyed, 45 respondents were ornaments customer.

Among them:

5 respondents were unsatisfied with the making charges.

40 respondents were satisfied with making charges.

TABLE 8: Showing the media through which the customers came to know
about Moti sons
Media
Newspaper
Television
Yellow pages
Friend & relatives
TOTAL

No. of respondents
10
20
5
15
50

Percentage
20
40
10
30
100

Out of 50 respondents surveyed;

10 respondents came to know through newspaper.

20 respondents came to know through television.

5 respondents came to know through yellow pages.

15 respondents came to know through friends & relatives.

Table 9: Showing the factors which influenced the customers in purchasing

from

Moti sons
Factors
Company image
Quality
Advertisement
Collections
TOTAL

No. of respondents
11
14
12
13
50

Percentage
22
28
24
26
100

Out of the 50 respondents surveyed:

11 respondents were influenced by company image.

14 respondents were influenced by quality.

12 respondents were influenced by advertisement.

13 respondents were influenced by collections.

TABLE 10: Showing the no. of customers satisfied with showroom facility.
Status
Yes
No
Total

No. of Respondents
43
07
50

Percentage
86
14
100

Out of the 50 respondents surveyed:

43 respondents were satisfied with showroom facility.

7 respondents were satisfied with showroom facility.

Table 11: Showing how the customers rate the designs of ornaments.
Rating
Excellent
Good
Average
Poor
TOTAL

No. of respondents
06
29
15
0
50

Percentage
12
58
30
0
100

excellent
good
average
poor

Out of the 50 respondents surveyed;

6 respondents rates as excellent.

29 respondents rates as good.

15 respondents rates as average.

No respondents rates as poor.

TABLE 12: Showing the customers rating on the salesman relationship.
Rating
Excellent
Good
Average
Poor
TOTAL

No. of respondents
05
23
22
0
50

Percentage
10
46
44
0
100

excellent
good
average
poor

Out of the 50 respondents surveyed:

5 respondents rates as excellent.

23 respondents rates as good.

22 respondents rates as average.

No respondents rates as poor.

CHAPTER 5

FINDINGS

Most of the respondents are females.

Customers of Moti sons are mainly from upper class and upper
middle class families.

Most of the purchasers of Moti sons are mainly youngsters.

Moti sons has got large no. of gold ornaments customers.

Only a few customers are not aware of products other then gold
available in Moti sons..

The making charges of Moti sons are satisfactory according to the

respondents.

Factors like company image, quality, advertisement, collections

have equally influenced the purchase.

Major no. of respondents is satisfied with the showroom facility.

Designs of ornaments are rated as good.

Salesman responsiveness is rated as somewhat good and average.

Moti sons provides good service facility.

The overall performance of Moti sons is good.

Level of satisfaction of customers is good.

The consumer behavior is good.

CHAPTER 6

SUGGESTIONS

Moti sons customers are business people and have high income, so
it should be better to frame promotion programs targeting the lower
class people.

With regard to advertising, the company should focus on

persuasive advertising highlighting the unique feature and benefits of
their products.

Only a few customers had purchased diamonds and platinum

ornaments, so a special attention should be paid in these areas.

Among the service facilities, respondents suggest to improve

parking facility.

More advertisement should be made in media other than television.

Steps should be taken to attract more male customers.

CONCLUSION
To conclude the overall responses of the customers of Moti sons is
good. The overall performances in all areas are satisfactory.
During the study it was found that the following factors such as making
charges, salesman responsiveness, ornaments designs, price etc has
satisfactorily influenced consumer behavior.
Further, there is some kind of promotion activities required to hold
the present customers and make new customers.

BIBLIOGRAPHY

AUTHORS

Consumer Behavior.
- Matin Khan

Marketing Management
- A. Vinod

WEBSITES

www.wikipedia.com

www.google.com

www.motisonsjewellers.com

ANNEXURE
QUESTIONNAIRE
1. Name

: ________________________________

Address

: ________________________________

Ph. No

: ________________________________

2. Sex

: Male

[ ]

Female

3. Income group (Rs /Month):

[ ]

Below 12000

12000-16000

16000-20000

Above 20000

6.

4. Marital status

: Married

5. Age (in years)

Unmarried [

Below 18

19 - 28

29 - 38

Above 38

What product did you buy from Moti sons?

Gold ornaments

Platinum

Diamond

7.Are you aware of products other than gold available in Moti sons?
(Like diamond, platinum etc.)
Yes [
7.

No

Amount of gold you own( in grams ):

Below 56 [

56 - 120

120 - 200 [

Above 200[

8. Are you satisfied with making charges of Moti sons?

Yes

No

9. Media through which you came to know about Moti sons?

Newspaper

Television

Yellow pages

Friends and relatives

10.Which factor influenced your purchase?

Company image

Quality

Advertisement

Selection available

12.Are you satisfied with the showroom facility of Moti sons?

Yes

No

13.How would you rate the designs of gold ornaments available in Moti sons?
Excellent

Good

Average

Poor

14.How would you rate the service facilities available in Moti sons?
Excellent

Good

Average

Poor