INTRODUCTION

Customer satisfaction (often abbreviated as CSAT, more correctly it is a term frequently used
in marketing. It is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals."

The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes, and
constructs of classes of measures that appear in Marketing Metrics as part of its ongoing
Common Language in Marketing Project. In a survey of nearly 200 senior marketing managers,
71 percent responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy

A business ideally is continually seeking feedback to improve customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase
intentions and loyalty." "Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold:"

1. "Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company's goods and services."
 2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will
make further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes."

On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become
return customers and might even evangelize for the firm. (A second important metric related to
satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed
customers who indicate that they would recommend a brand to friends." When a customer is
satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This
can be a powerful marketing advantage.) "Individuals who rate their satisfaction level as '1,' by
contrast, are unlikely to return. Further, they can hurt the firm by making negative comments
about it to prospective customers. Willingness to recommend is a key metric relating to customer
satisfaction.
 REVIEW OF LITERATURE
1 ARTICLES
Article: 01

Title : The impact of virtual mirroring on customer satisfaction

Author: PeterGloor,AndreaFronzettiColladon,GianniGiacomelli,TejasvitaSaran,Francesca
Grippa

Journal : Business Research

Volume : VOL 75 Issue: 2

Year and Date of Publication : February 2017

Abstract:

We investigate the impact of a novel method called “virtual mirroring” to promote employee
self-reflection and impact customer satisfaction. The method is based on measuring
communication patterns, through social network and semantic analysis, and mirroring them back
to the individual. Our goal is to demonstrate that self-reflection can trigger a change in
communication behaviors, which lead to increased customer satisfaction. We illustrate and test
our approach analyzing e-mails of a large global services company by comparing changes in
customer satisfaction associated with team leaders exposed to virtual mirroring (the experimental
group). We find an increase in customer satisfaction in the experimental group and a decrease in
the control group (team leaders not involved in the virtual mirroring process). With regard to the
individual communication indicators, we find that customer satisfaction is higher when
employees are more responsive, use a simpler language, are embedded in less centralized
communication networks, and show more stable leadership patterns.

Keywords : Communication patterns, Semantic analysis, Social network analysis, Mirroring,

Feedback, Customer satisfaction

Highlights :
 We studied email communication behaviors within a large company, over two years.
 Providing communication feedback to employee’s increases customer satisfaction.
 Customer satisfaction is higher when employees are faster in responding to emails.
 Customer satisfaction is higher when employees use a simpler language.
 Providing more stable contact points is beneficial to customer satisfaction.
Article : 02
Title : Modeling customer satisfaction with new product design using a flexible fuzzy
regression-DEA algorithm
Author : Salman Nazari-Shirkouhi,AbbasKeramati

Journal : Applied Mathematical Modeling

Volume : VOL 76 Issue: 3

Year and Date of Publication : 16 January 2017

Abstract :

Success of new products highly depends on customer satisfaction and meeting the
customer needs is vital in new product development. By incorporating customer needs in design
and development, organizations could improve productivity of their new products and drop risks
of new product market. Hence, design teams search for methods to model customer satisfaction
when setting the associated product design attributes. To do so, different approaches have been
developed in the literature to model the relationship between customer satisfaction and product
design parameters. In this paper, 16 well-known fuzzy regression (FR) models are used to
understand the relationship between customer satisfaction and new product design. The design of
FR models is based on 4P marketing mix (product, price, place, and promotion) concept in fuzzy
environments. Then, a flexible algorithm is presented based on index of confidence, error
measures, and data envelopment analysis (DEA) to select the best FR model. The applicability
and usefulness of the proposed algorithm is experimented through an actual case study where the
flexible algorithm is applied to predict customer satisfaction and new product design in freezer
refrigerator industry.

Keywords : Customer satisfaction; Product design; 4P marketing mix; Fuzzy regression; Data
envelopment analysis

Highlights :

 The current research discusses a use of fuzzy regression-DEA algorithm for modeling
customer satisfaction
 This paper develops a proposed methodology for setting the associated product design
attributes
 The 16 well-known fuzzy regression models are used to model the relationship between
customer satisfaction and new product design
 The proposed algorithm is experimented through an actual case study in freezer
refrigerator industry.
Article : 03

Title : Utilizing customer satisfaction in ranking prediction for personalized cloud service
selection

Author : ZeyuanWang, DeshengWu, David L. Olson

Journal : Decision Support Systems

Volume : Volume 93 Issue: 7

Year and Date of Publication : January 2017

Abstract :

With the rapid development of cloud computing, cloud service has become an
indispensable component of modern information systems where quality of service (QoS) has a
direct impact on the system's performance and stability. While scholars have concentrated their
efforts on the monitoring and evaluation of QoS in cloud computing, other service selection
characteristics have been neglected, such as the scarcity of evaluation data and various customer
needs. In this paper, we present a ranking-oriented prediction method that will assist in the
process of discovering the cloud service candidates that have the highest customer satisfaction.
This approach encompasses two basic functions: ranking similarity estimation and cloud service
ranking prediction that takes into account customer's preference and expectation. The
comparative experimental results show that the proposed method outperforms other competing
methods.

Keywords : Cloud service; QoS ranking; Collaborative filtering; Similarity computation;

Customer satisfaction

Highlights :

 We present a ranking-oriented prediction method intended to assist in discovering

cloud service candidates with highest customer satisfaction.
 Our proposed approach encompasses both ranking similarity estimation and cloud
service ranking prediction, considering customer preferences and expectations.
 A customer satisfaction function is presented to determine preference values
regarding pairs of services.
 We show that the proposed method outperforms other competing methods.
Article : 04

Title : Employee display of burnout in the service encounter and its impact on customer
satisfaction

Author : Magnus Söderlund

Journal : Journal of Retailing and Consumer Services

Volume : VOL96 Issue: 9

Year and Date of Publication : Available online 4 November 2018

Abstract :

This study examines if employee display of burnout symptoms in service encounters has
an impact on customer satisfaction. An experimental approach was used in which the employee's
display of burnout (absent vs. present) and the service performance level (low vs. high) were the
manipulated factors. The results show that employee display of burnout had a negative impact on
customer satisfaction, that this effect was mediated by customers’ appraisals of the employee's
emotional state, and that the effect was stronger under the condition of low service performance.

Keywords : Service encounters; Emotional display behaviors; Employee burnout; Employee

happiness; Service performance; Customer satisfaction
OBJECTIVES OF STUDY

 To know level of satisfaction of customers towards services provided by the BIG

BAZAAR.

 To know how fast the dealer renders the services and to find whether the consumer is

satisfied with it or not.

 To make suggestions for improvement of their motor and their services from the

customers point of view based on these research to fulfill customers needs

 To know whether the problem and issues are resolved completely at service station.

 To know whether the vehicle is delivered on time at BIG BAZAAR show room.

 To know the whether the Maruthi performance matching with the customer expectations.

SCOPE OF THE STUDY

The study aims to measure satisfaction level of the customers regarding BIG BAZAAR. The data
covers the different aspects of customer satisfaction. The scope is very limited because attitude
of the people change according to the situations in the market. It is helpful to understand and
analyze the factors that influence customers. The study is for 45 days. The study is restricted to
Hyderabad only.
1.5 RESEARCH METHODOLOGY

Research is the plan structure & strategy for investigation conceived to answer to
research question & control variance. It is the overall operation pattern to framework of project
that stipulated the information to be collected from which sources by word procedure. What are
the two possible sources of data for securing in the above mentioned information in the primary
& secondary data.

Research Design: The study undertaken to access the after sales service of BIG BAZAAR from
the owners of maruthi Suzuki vehicles in Hyderabad only.
SOURCES OF DATA:

A classification of data is very important procedure in this concept. The collected data can be
classified into two types.

1. primary data
2. secondary data

Primary data

The primary data is very important source of information to make suggestions to the title
obtained. This data can be collected in various methods like survey, interviewing, feedback, i.e.
Group Discussion etc., for collection of primary data the survey method is used, which involved
predetermined questions. The structured questionnaire contained a form list of question framed
so as to get the facts. But it involves high risk and huge expensive method to get the facts.
Secondary Data

Collection of secondary data is very easy compared with primary data. But this data is
also very important for the growth of an organization, to predict the future and will help to make
the future plan regarding sales and improve the measures of sales.

This data can be collected from the magazines. Annual reports of the organization and
other published data.
Data: information required for the project is mainly primary data. The information was collected
by survey method. With the help of questionnaire by meting various car owners of BIG
BAZAAR.
Secondary data is collected from the company journals, magazines, broachers & websites.

Sample design: the sampling unit was confined to end consumers of the product i.e. BIG
BAZAAR.

Sample universe: the survey was done in Hyderabad only according to my convenience..
Sample frame/unit: professionals, business people, employees etc, who are using BIG BAZAAR
brands /cars.

Sample size: the total sample size is 100 only.

Sample method: the information is planned to be collected by sample method, the sample
method followed is random sampling method. The probability random sampling method is
stratified random sampling.

Analytical Method: simple percentage method is used for the analysis purpose.

Period of study: study is 45days.

Data collection:
The information is collected through questionnaires and personal interviews. And the
information of customers is known by company’s service sheet and the free service sheet.

A Direct structure questionnaire has been asked to all the respondents in the sample followed by
direct personal interviews. Duration of 45 days.

Descriptive Studies:
In descriptive studies, when the researcher is interested in knowing the characteristics of certain
groups such as age. Sex, educational level occupation of income, a descriptive study is necessary.
Descriptive studies are well structured. It is therefore, necessary that the researcher gives
sufficient thought to framing research questions and deciding the types of data to he collected
and the procedure to be used for this purpose-The objective of such a study is to answer the
“who, what and how” of the subject under investigation.
INTRIDUCTION TO INDUSTRY
HISTORY OF INDIAN FOODS INDUSTRY
Retailing is one of the backbones of the economy in India and records for 35% of Gross
domestic product. The retail business is confined into dealt with and tumultuous regions. In
excess of 12 million outlets work in the country and only 4% of them being greater than 500 sqft
(46 m2) in assess. Formed retailing suggests trading practices grasped by approved retailers, that
is, the people who are enrolled for bargains charge, compensation force, et cetera. These
consolidate the corporate-bolstered hypermarkets and retail chains, and moreover the select
broad retail associations. Confused retailing, on the other hand, insinuates the standard courses of
action of negligible exertion retailing, for example, the area kirana shops, proprietor watched out
for general stores, paan/beedi shops, settlement stores, cart and black-top dealers, et cetera.

Most Indian shopping occurs in open markets and a considerable number of self-
governing staple shops called kirana. Dealt with retail such supermarkets speaks to just 4% of the
market beginning at 2009. Controls hinder most remote enthusiasm for retailing. Moreover, in
excess of thirty controls, for instance, "bulletin licenses" and "antagonistic to gathering
measures" may must be come before a store can open portals. There are charges for moving
items to states, from states, and even inside states.
Development
A growing number of people in India are swinging to the organizations part for work in
light of the relative low pay offered by the standard agriculture and amassing divisions. The dealt
with retail grandstand is creating at 35 percent consistently while advancement of muddled retail
territory is pegged at 6 percent.

The Retail Business in India is starting at now at the motivation behind accentuation.
Quick change with dares to the tune of US $ 25 billion is being masterminded by a couple of
Indian and multinational associations in the accompanying 5 years. It is a massive industry to the
extent estimate and as showed by organization directing firm Technopak Counsellors Pvt. Ltd., it
is regarded at about US $ 350 billion. Made retail is required to amass around 16-18 percent of
the total retail feature (US $ 65-75 billion) in the accompanying 5 years.
 India has topped the A.T. Kearney's yearly Global Retail Development Index (GRDI) for
the third back to back year, keeping up its position as the most appealing business sector for
retail speculation. The Indian economy has enrolled a development of 8% for 2008. The
expectations for 2009 are 7.9%. The colossal development of the retail business has made an
immense interest for land. Property engineers are making retail land at a forceful pace and by
2011, 300 shopping centers are evaluated to be operational in the nation. With more than 1,000
hypermarkets and 3,000 stores anticipated to come up by 2011, India will require extra retail
space of 700,000,000 sqft (65,000,000 m2) when contrasted with today. Current projections on
development point to a supply of only 200,000,000 sqft (19,000,000 m2), leaving a hole of
500,000,000 sqft (46,000,000 m2) that should be filled, at a cost of US$15–18 billion.
As per the Icrier report, the retail business in India is assessed to develop at 13% from
$322 billion of every 2007-07 to $590 billion out of 2011-12. The disorderly retail area is relied
upon to develop at around 10% for every annum with deals anticipated that would ascend from $
309 billion out of 2007-08 to $ 496 billion of every 2012-13.

The Indian Retail Market

Indian market has high complexities to the extent a wide geographic spread and specific
buyer slants fluctuating by each zone requiring a prerequisite for limitation even inside the
geographic zones. India has most important number of outlets per singular (7 for every thousand)
Indian retail space per capita at 2 sqft (0.19 m2)/individual is slightest on the planet Indian retail
thickness of 6 percent is most surprising on the planet. 1.8 million Families in India have a
yearly pay of in excess of 45 lakh
 COMPANY PROFILE

About The Future Group

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India's leading
business houses with multiple businesses spanning across the consumption space. While retail
forms the core business activity of Future Group, group subsidiaries are present in consumer
finance, capital, insurance, leisure and entertainment, brand development, retail real estate
development, retail media and logistics.

Future Group understands the soul of Indian consumers. As one of India’s retail pioneers with
multiple retail formats, we connect a diverse and passionate community of Indian buyers, sellers
and businesses. The collective impact on business is staggering: Around 300 million customers
walk into our stores each year and choose products and services supplied by over 30,000 small,
medium and large entrepreneurs and manufacturers from across India. And this number is set to
grow.

Future Group employs 30,000 people directly from every section of our society. We source our
supplies from enterprises across the country, creating fresh employment, impacting livelihoods,
empowering local communities and fostering mutual growth.

We believe in the ‘Indian dream’ and have aligned our business practices to our larger objective
of being a premier catalyst in India’s consumption-led growth story. Working towards this end,
we are ushering positive socio-economic changes in communities to help the Indian dream fly
high and the ‘Sone Ki Chidiya’ soars once again. This approach remains embedded in our ethos
even as we rapidly expand our footprints deeper into India.

Future Group believes in developing strong insights on Indian consumers and building
businesses based on Indian ideas, as espoused in the group's core value of 'Indianans'. The
group's corporate credo is, 'Rewrite rules, Retain values'.
About FutureBazaar.com

FutureBazaar.com is the e-commerce arm of the Future Group. Future Bazaar provides an
integrated shopping site where consumers are able to buy products from our flagship stores
including ezone, Pantaloons and Big Bazaar online and get home delivery of products.

Future Bazaar delivers across more than 1500 cities and towns in India covering 16,000 pin
codes. Future Bazaar carries genuine products and offers manufacturer's warranty (as opposed to
Seller's warranty) which most other sites offer. Future Bazaar offers products where the complete
supply chain is managed by Future Group entities unlike other sites that are marketplaces.

By the virtue of being a part of Future Group, Future Bazaar is able to offer a wide range of
genuine products at very competitive prices, confidence of buying from a trusted source and the
convenience of returning in our physical stores.
About Big Bazaar

Big Bazaar is not just another hypermarket. It caters to every need of your family. Where Big
Bazaar scores over other stores is its value for money proposition for the Indian customers.

At Big Bazaar, you will definitely get the best products at the best prices - that's what we
guarantee. With the ever increasing array of private labels, it has opened the doors into the world
of fashion and general merchandise including home furnishings, utensils, crockery, cutlery,
sports goods and much more at prices that will surprise you. And this is just the beginning. Big
Bazaar plans to add much more to complete your shopping experience.

About Pantaloons

Pantaloons are among India's largest chains of fashion stores. Pantaloons Fresh Fashion, with its
focus on 'fresh look, feel and attitude' offers, trendy and hip collections that are in sync with the
hopes and aspirations of discerning young and 'young-at-heart' consumers.

Pantaloons Fresh Fashion stands out as a fashion trendsetter, on the lines of how fashion is
followed internationally. This 'fresh fashion' destination allows customers to shop for the latest in
fashion apparel and accessories throughout the year in an attractive and visually stimulating
ambience.

Pantaloons Fresh Fashion stores have presence with stores not just in Metros but also in smaller
towns. All stores have a wide variety of categories like casual wear, ethnic wear, formalwear,
party wear and sportswear for Men, Women and Kids.