Customer Satisfaction Level and Service Quality of

“1 to 99+ Shop”

Submitted To:
Debashish Roy
Assistant Professor
Department of Business Administration
Metropolitan University

Submitted By:
Group Name: Business Comedians
Program: BBA, Section: A, Batch: 35th
Group Members:
Name ID
Rahul Das (Leader) 151-116-009
Faija Jannat Jamali 151-116-004
Sakib Mohammed Malik 151-116-020
Jalal Uddin Md. Shahbaz 151-116-024
Sarwar Husen 151-116-037

Submission Date:
Monday, 11th December 2017
 Letter of Submission
11th December 2017
Debashish Roy
Assistant Professor
Department of Business Administration
Metropolitan University, Sylhet

Subject: Submission of Survey Report

Dear Sir,
Here is the survey report on “Customer Satisfaction Level and Service Quality of 1 to 99+ Shop”
as part of our study you asked us to conduct on 13th November, 2017 proposal of some questions.
This survey report summarizes and highlights the customer’s overall satisfaction and service
quality of retail shop: 1 to 99+. It was a great opportunity for us to acquire knowledge and
experience in respect of this study.
We have concentrated our best effort to achieve the objective of this study and hope our endeavor
will serve the purpose.
However, we will always be ready to provide any further clarification that you may require.

Sincerely Yours,
Business Comedians
Section: A
Department of Business Administration
Batch: 35th (BBA)
Metropolitan University, Sylhet
 Acknowledgment
In performing our report, we had to take the help and guideline of some respected persons, who
deserve our greatest gratitude. The completion of this report gives us much pleasure. We would
like to show our gratitude Mr. Debashish Roy, Assistant Professor, Department of Business
Administration .Metropolitan University for giving us the opportunity to conduct and providing a
good guideline for this report throughout numerous consultations. We would also like to expand
our deepest gratitude t all those respondents who are participated in the survey.

The author,
Business Comedians.
 Executive Summery
The report summarizes and highlights the findings of the customer satisfaction level and service
quality of 1 to 100 shop. For this project, we used convenience sampling and judgement sampling
method .This survey was conducted from 22 November 2017 to 26 November 2017. A total of 50
respondents were participated in this survey and data was collected from Zindabazar, Jollarpar,
Shahi Eidghah and Upashahar where “1 to 99+ shop” has it branch.
The study was designed to measure customer insight in four areas (1) Physical aspects (2)
Reliability (3) Personal interaction and (4) Problem solving. A total of 23 questions were prepared
for this survey.
The reliability point of this survey is 0.853 which means the data of this survey is reliable. The
survey addresses customer attitudes and opinions on their experience and satisfaction with 1 to
99+ shop. 27 male respondents and 23 female respondents were participated in this survey.
We analyzed all 23 questions on the basis of gender of respondents. We also added some charts
for better understanding about any situations.
Our main objective is to provide latest information to develop new strategies to improve the
service of 1 to 99+ shop. This survey will assist relevant strategies which can develop the service
quality of this shop and improve customer satisfaction.
 Table of Content

No. Description Pages

1 Introduction 6
2 Objectives 7
3 Methodology 8
4 Literature Review 9
5 Data Analysis and Findings 10 - 20
6 Conclusion 21
 Introduction
1 to 99+ is the retail shop and most popular shop in Bangladesh. It’s launched on 14 April
2011.This shop sell home goods store, variety shop and gift shop. There have most likely product
which product customer can buy only 99+ taka. Customer are satisfied for buying this product.1
to 99+ shop wants to serve qualitative product with low price. In Sylhet area, 1 to 99+ shops is
largest in Jollarpar and also Zindabazar. This shop wants to attract more customers with their
product which have a low price.1 to 99+ shops have gift items, cosmetics, ladies beg, gents items,
toys, flower sticks, kitchen items, dolls ,ceramics items etc. and all kinds of gift items ,this shop
have enough employees for sell the product to customer.

Page | 6
 Objectives
In our report the main purpose is to collect information to obtain and establish a baseline for
customer’s satisfaction on 1 to 99+ shop services and to identify the areas of the shop’s services
that need improvement.
This survey results are planned to provide updated information to design new strategies for
improving the services of the shop. The overall outcome of this survey is to assist and recommend
relevant strategies to improve and upgrade the service of the 1 to 99+ shop to its customers.

Page | 7
 Methodology
 Sample Size: The sample size of our survey is 50.

 Sampling Method: We use two sampling method in our survey. First one is Convenience
Sampling Method and second one is Judgmental Sampling Method.

 Reliability of Data:
Case Processing Summary

N %
Cases Valid 32 64.0
Excluded(a) 18 36.0
Total 50 100.0

Reliability Statistics

Cronbach's N of Items
Alpha
.853 28

We know that data can be called reliable when the reliability point is up to or above 0.70. Here,
the reliability statistics shows that our survey’s data is reliable because its point is 0.85 which
above from the standard point, 0.70.

 Time of Data Collection: The survey was in the field for approximately five days before it
was closed. We have collected data from the respondents from 22 November to 26
November 2017.

 Place of Data Collection: We done our survey and collected data in/from Zindabazar,
Jollarpar, Shahi Eidgah and Upashahar where ‘1 to 99+ Shop’ is situated.

Page | 8
 Literature Review
Indian retail sector has becomes one of the most powerful and fast growing markets in the world.
This growth influence the attitude of the Indian customers and marketing approach of the
companies. These features have been discussed in this section. India council for Research in
International Economic Relations (ICRIER) 81 developed research report titled Impact of
organization retail on the unorganized sector states the retail trade alone accounts 41.83 percent
job opportunities with 14.95 million employed in the sector. Establishments with share of 48.45
percent. Retail trade along with manufacturing and social personal service activities have emerged
as three major non-agriculture activities giving the maximum number of jobs, with a share of more
than 72 percent of the total establishments. Manufacturing establishment followed retail trade with
8.32 million people employed. Social and personal service activities employed 7.35 percent during
the review period.
Dunne M. Patrick and Lufsch F. Robert gave a analyzed view that customer service include the
activities the retailer perform that influence
1. The case with which a potential customers can shop or learn about the store’s offerings.
2. The case with which a transection can be completed once the customer attempts to make a
purchase.
3. The customer’s satisfaction with the product after the purchase.

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 Data Analysis and Findings
Total Respondents = 50 (100%) Male = 27 (54%) Female = 23 (46%)

Followings are the survey’s question which are analyzed on the basis of gender of respondents:
Q 1: This store has modern-looking equipment and fixtures:
Gender of the Respondent
Total
Male Female
This store has Strongly Disagree Count 0 2 2
modern-looking % of Total .0% 4.0% 4.0%
equipment and Disagree Count 2 0 2
fixtures % of Total 4.0% .0% 4.0%
Neutral Count 3 3 6
% of Total 6.0% 6.0% 12.0%
Agree Count 11 10 21
% of Total 22.0% 20.0% 42.0%
Strongly Agree Count 11 8 19
% of Total 22.0% 16.0% 38.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%

Almost 42% respondents are agreed 42%

38%
that ‘1 to 99+ Shop’ has modern-
looking equipment and fixtures, among
that percentage, 11 are male 12%
respondents and 10 are female 4% 4%

respondents. 6 respondents remain

Strongly Disagree Neutral Agree Strongly
neutral. They don’t agree or disagree Disagree Agree
about this statement.

Q 2: The physical facilities at this store are visually appealing:

Gender of the Respondent
Male Female Total
The physical facilities at Disagree Count 0 2 2
this store are visually % of Total .0% 4.0% 4.0%
appealing Neutral Count 8 6 14
% of Total 16.0% 12.0% 28.0%
Agree Count 16 13 29
% of Total 32.0% 26.0% 58.0%
Strongly Agree Count 3 2 5
% of Total 6.0% 4.0% 10.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
A large percentage of respondents (58%) agree that the physical facilities at ‘1 to 99+ Shop’ are
visually appealing. The opinion of 28% respondents are neutral.

Page | 10
Q 3: Materials associated with this store's service are visually appealing:
Gender of the Respondent
Total
Male Female
Materials associated with this Strongly Disagree Count 1 2 3
store's service (such as % of Total 2.0% 4.0% 6.0%
shopping bags) are visually Disagree Count 2 6 8
appealing % of Total 4.0% 12.0% 16.0%
Neutral Count 11 11 22
% of Total 22.0% 22.0% 44.0%
Agree Count 5 2 7
% of Total 10.0% 4.0% 14.0%
Strongly Agree Count 8 2 10
% of Total 16.0% 4.0% 20.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
44% respondents don’t have clear knowledge about ‘1 to 99+ Shop’ materials. Their opinion are
neutral. Among 16% respondents (2 are male and 6 are female) of total 100% indicate that they
cannot find any interesting things in their materials, that’s why, they are disagreed.

Q 4: This store has clean and attractive:

Gender of the Respondent
Total
Male Female
This store has Disagree Count 2 2 4
clean and % of Total 4.0% 4.0% 8.0%
attractive Neutral Count 8 6 14
% of Total 16.0% 12.0% 28.0%
Agree Count 16 13 29
% of Total 32.0% 26.0% 58.0%
Strongly Agree Count 1 2 3
% of Total 2.0% 4.0% 6.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
The majority (58%) of respondents are agreed that ‘1 to 99+ Shop’ has clean inner view and it’s
very attractive. Among 58%, 16 respondents are male and 13 respondents are female. 28%
respondent don’t feel anything that’s why their opinion are neutral.

Disagree, 8%
Strongly Agree, 6%

Neutral, 28%

Agree, 58%

Page | 11
Q 5: The store layout at this store makes it easy for customers to find what they need:
Gender of the Respondent
Total
Male Female
The store layout at this Strongly Disagree Count 1 0 1
store makes it easy for % of Total 2.0% .0% 2.0%
customers to find what Disagree Count 2 2 4
they need % of Total 4.0% 4.0% 8.0%
Neutral Count 6 2 8
% of Total 12.0% 4.0% 16.0%
Agree Count 7 6 13
% of Total 14.0% 12.0% 26.0%
Strongly Agree Count 11 13 24
% of Total 22.0% 26.0% 48.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over half (48%) of respondents are strongly agreed that the store layout at ‘1 to 99+ Shop’
makes it easy for them to find what they need. We are presenting it in chart so that we can
understand it more clearly:
Strongly
Disagree, 2% Disagree, 8%

Neutral, 16%
Strongly Agree,
48%

Agree, 26%

Q 6: The store layout at this store makes it easy for customers to move around in the store:
Gender of the Respondent
Male Female Total
The store layout at this Strongly Disagree Count 2 2 4
store makes it easy for % of Total 4.0% 4.0% 8.0%
customers to move Disagree Count 1 3 4
around in the store % of Total 2.0% 6.0% 8.0%
Neutral Count 5 4 9
% of Total 10.0% 8.0% 18.0%
Agree Count 12 9 21
% of Total 24.0% 18.0% 42.0%
Strongly Agree Count 7 5 12
% of Total 14.0% 10.0% 24.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
When asked to rate about ‘the store layout at ‘1 to 99+ Shop’ makes it easy for them to move
around in the store’, almost 42% respondents are agreed on that statement. Among that
percentage, 12 respondents are male and 9 respondents are female. 8% of total respondent totally
denied this statement strongly.

Page | 12
Q 7: When this store promises to do something by a certain time, it will do so:
Gender of the Respondent
Male Female Total
When this store promises to do Disagree Count 4 0 4
something by a certain time, it % of Total 8.0% .0% 8.0%
will do so Neutral Count 7 13 20
% of Total 14.0% 26.0% 40.0%
Agree Count 9 8 17
% of Total 18.0% 16.0% 34.0%
Strongly Agree Count 7 2 9
% of Total 14.0% 4.0% 18.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over 40% of total respondents are not given their opinion on the store’s promises to do
something by a certain time, it will do so. Among that percentage, 7 respondents are male and 13
respondents are female. 34% respondents agree that the store keep its promises and perform the
service.

Strongly Agree 18%

Agree 34%

Neutra 40%

Disagree 8%

Q 8: This store provides its services at the time it promises to do so:

Gender of the Respondent
Male Female Total
This store provides its Disagree Count 3 4 7
services at the time it % of Total 6.0% 8.0% 14.0%
promises to do so Neutral Count 9 10 19
% of Total 18.0% 20.0% 38.0%
Agree Count 13 8 21
% of Total 26.0% 16.0% 42.0%
Strongly Agree Count 2 1 3
% of Total 4.0% 2.0% 6.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Almost 42% respondents are agreed that ‘1 to 99+ Shop’ provides its service at the time it
promises to do so. Among that percentage, 13 are male respondents and 8 are female
respondents. 19 respondents remain neutral and the percentage is 38%.

Page | 13
Q 9: This store performs the service right the first time:
Gender of the Respondent
Male Female Total
This store Strongly Disagree Count 1 1 2
performs the % of Total 2.0% 2.0% 4.0%
service right the Disagree Count 4 3 7
first time % of Total 8.0% 6.0% 14.0%
Neutral Count 7 7 14
% of Total 14.0% 14.0% 28.0%
Agree Count 8 7 15
% of Total 16.0% 14.0% 30.0%
Strongly Agree Count 7 5 12
% of Total 14.0% 10.0% 24.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Almost 30% respondents who are generally visited ‘1 to 99+ Shop’ most of the time, agreed that
the store performs the service right the first time. On the other hand, 28% of total respondents are
not sure about that. That’s why their opinion are neutral. The percentage of strongly agree is
about 24%. Among that 7 respondents are male and 5 respondents are female.

Q 10: This store has merchandise available when the customers want it:
Gender of the Respondent
Total
Male Female
This store has Disagree Count 1 1 2
merchandise available % of Total 2.0% 2.0% 4.0%
when the customers want Neutral Count 6 9 15
it % of Total 12.0% 18.0% 30.0%
Agree Count 18 11 29
% of Total 36.0% 22.0% 58.0%
Strongly Agree Count 2 2 4
% of Total 4.0% 4.0% 8.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over half (58%) of total respondents are agreed that ‘1 to 99+ Shop’ has merchandise available
when the customers want it. 30% of total respondents are neutral on their opinion. We are
analyzing this statement according to the age of respondents and the results are the following:
Age of the Respondent
Below 18 18-25 26-35 36-45 46-55 56-65 65+ Total
Disagree 1 1 0 0 0 0 0 2
Neutral 1 8 4 0 2 0 0 15
Agree 2 13 4 6 3 0 1 29
Strongly Agree 0 2 0 0 1 1 0 4
Total 4 24 8 6 6 1 1 50

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Q 11: This store insists on error-free sales transactions and records:
Gender of the Respondent
Male Female Total
This store insists on Strongly Disagree Count 3 0 3
error-free sales % of Total 6.0% .0% 6.0%
transactions and Disagree Count 2 3 5
records % of Total 4.0% 6.0% 10.0%
Neutral Count 6 6 12
% of Total 12.0% 12.0% 24.0%
Agree Count 9 7 16
% of Total 18.0% 14.0% 32.0%
Strongly Agree Count 7 7 14
% of Total 14.0% 14.0% 28.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Almost 32% respondents who are generally visited ‘1 to 99+ Shop’ feel safe while involving any
transaction with this shop. Because they are agreed that the store insists on error-free sales
transactions and records. 28% of total respondents are totally agreed on this statement. On the
other hand, 24% of total respondents are not sure about their transaction and their opinion are
neutral. We are analyzing it according to the monthly income of respondents and the results are
shown below:
Monthly Income of the Respondent
10000+ 20000+ 30000+ 40000+ 50000+ 60000+ Total
Strongly Disagree 1 0 0 2 0 0 3
Disagree 1 1 0 2 0 0 4
Neutral 3 0 2 3 1 0 9
Agree 5 2 1 2 1 0 11
Strongly Agree 2 0 2 3 1 1 9
Total 12 3 5 12 3 1 36

Q 12: Employees in this store have the knowledge to answer customer's questions:
Gender of the Respondent
Male Female Total
Employees in this store have Disagree Count 3 1 4
the knowledge to answer % of Total 6.0% 2.0% 8.0%
customer's questions Neutral Count 7 5 12
% of Total 14.0% 10.0% 24.0%
Agree Count 11 8 19
% of Total 22.0% 16.0% 38.0%
Strongly Agree Count 6 9 15
% of Total 12.0% 18.0% 30.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over 38% of total respondents are agreed that employees in ‘1 to 99+ Shop’ have the knowledge
to answer’s customer’s questions. 15 respondents (where 6 are male and 9 are female) are
strongly agreed with this statement. On the other hand, 12 people of total respondents don’t share
any opinion, that’s why the percentage of neutral is 24%.

Page | 15
Q 13: The behavior of employees in the store instill in confidence in customers:
Gender of the Respondent
Male Female Total
The behavior of employees Disagree Count 3 2 5
in the store instill in % of Total 6.0% 4.0% 10.0%
confidence in customers Neutral Count 9 6 15
% of Total 18.0% 12.0% 30.0%
Agree Count 14 12 26
% of Total 28.0% 24.0% 52.0%
Strongly Agree Count 1 3 4
% of Total 2.0% 6.0% 8.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over half (52%) of total respondents are agreed that the behavior of employees in ‘1 to 99+
Shop’ instill in confidence in customers. 30% of total respondents has neutral opinion. 5 people
of total respondents are not happy with the behavior of employees, and the percentage is 10%.

Q 14: Customers feel safe in their transactions with this store:

Gender of the Respondent
Male Female Total
Customers feel safe in their Disagree Count 2 1 3
transactions with this store % of Total 4.0% 2.0% 6.0%
Neutral Count 4 6 10
% of Total 8.0% 12.0% 20.0%
Agree Count 15 7 22
% of Total 30.0% 14.0% 44.0%
Strongly Agree Count 6 9 15
% of Total 12.0% 18.0% 30.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Almost 44% respondents are agreed that they feel safe in their transaction with ‘1 to 99+ Shop’.
Among that percentage, 15 are male respondents and 7 are female respondents. 30% of total
respondents are strongly agreed on this statement. 6 respondents remain neutral on their opinion.
The comparison on strongly agree and agree about this statement is showing below by using pie
chart:

Strongly Agree,
44%

Agree, 30%

Page | 16
Q 15: Employees in this store give prompt service to customers:
Gender of the Respondent
Male Female Total
Employees in this store Disagree Count 7 5 12
give prompt service to % of Total 14.0% 10.0% 24.0%
customers Neutral Count 7 6 13
% of Total 14.0% 12.0% 26.0%
Agree Count 11 8 19
% of Total 22.0% 16.0% 38.0%
Strongly Agree Count 2 4 6
% of Total 4.0% 8.0% 12.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over 38% of total respondents believe employees in ‘1 to 24%
99+ Shop’ give prompt service to customers. 13 people
of total respondents don’t share any opinion and the
percentage of neutral is 26%. On the other hand, 12
respondents (where 7 are male and 5 are female) are
disagreed with this statement. The comparison between
agree and disagree about this statement is showing by
using a chart: 38%

Disagree Agree

Q 16: Employees in this store tell customers exactly when services will be performed:
Gender of the Respondent
Male Female Total
Employees in this store tell Strongly Disagree Count 1 1 2
customers exactly when % of Total 2.0% 2.0% 4.0%
services will be performed Disagree Count 2 2 4
% of Total 4.0% 4.0% 8.0%
Neutral Count 13 5 18
% of Total 26.0% 10.0% 36.0%
Agree Count 7 10 17
% of Total 14.0% 20.0% 34.0%
Strongly Agree Count 4 5 9
% of Total 8.0% 10.0% 18.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Almost 36% respondents are confused about this statement and the number of respondents are 18
where 13 are male and 5 are female. On the other hand, 34% of total respondents are agreed that
employees in ‘1 to 99+ Shop’ tell customers exactly when services will be performed.

Page | 17
Q 17: Employees in this store are never too busy to respond to customer's requests:
Gender of the Respondent
Male Female Total
Employees in this store are Strongly Disagree Count 1 1 2
never too busy to respond % of Total 2.0% 2.0% 4.0%
to customer's requests Disagree Count 5 2 7
% of Total 10.0% 4.0% 14.0%
Neutral Count 8 7 15
% of Total 16.0% 14.0% 30.0%
Agree Count 10 9 19
% of Total 20.0% 18.0% 38.0%
Strongly Agree Count 3 4 7
% of Total 6.0% 8.0% 14.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over 38% of total respondents are agreed that employees in ‘1 to 99+ Shop’ are never too busy
to respond to customer’s requests. On the other hand, 30% of total respondents don’t have clear
idea about this point where 8 respondents are male and 7 respondents are female.

Q 18: This store gives customers individual attention:

Gender of the Respondent
Male Female Total
This store gives Strongly Disagree Count 1 1 2
customers individual % of Total 2.0% 2.0% 4.0%
attention Disagree Count 3 3 6
% of Total 6.0% 6.0% 12.0%
Neutral Count 11 6 17
% of Total 22.0% 12.0% 34.0%
Agree Count 8 10 18
% of Total 16.0% 20.0% 36.0%
Strongly Agree Count 4 3 7
% of Total 8.0% 6.0% 14.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over 36% of total respondents are agreed that ‘1 to 99+
Shop’ gives customers individual attention. 17 people
of total respondents don’t share any opinion and the 34%
percentage of neutral is 34%. On the other hand, 7
respondents (where 4 are male and 3 are female) are
strongly agreed with this statement. The comparison
between agree and neutral about this statement is
36%
showing by using a chart:

Neutral Agree

Page | 18
Q 19: Employees in this store are consistently courteous with customers:
Gender of the Respondent
Male Female Total
Employees in this store are Disagree Count 1 0 1
consistently courteous with % of Total 2.0% .0% 2.0%
customers Neutral Count 6 11 17
% of Total 12.0% 22.0% 34.0%
Agree Count 16 6 22
% of Total 32.0% 12.0% 44.0%
Strongly Agree Count 4 6 10
% of Total 8.0% 12.0% 20.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
The majority (44%) of respondents are agreed that employees in ‘1 to 99+ Shop’ are consistently
courteous with customers. Among 44%, 16 respondents are male and 6 respondents are female.
34% of total respondents don’t feel anything that’s why their opinion are neutral.

Q 20: Employees in this store treat customers courteously on the telephone:

Gender of the Respondent
Male Female Total
Employees in this store Strongly Disagree Count 2 1 3
treat customers courteously % of Total 4.0% 2.0% 6.0%
on the telephone Disagree Count 1 4 5
% of Total 2.0% 8.0% 10.0%
Neutral Count 8 10 18
% of Total 16.0% 20.0% 36.0%
Agree Count 7 5 12
% of Total 14.0% 10.0% 24.0%
Strongly Agree Count 9 3 12
% of Total 18.0% 6.0% 24.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Almost 36% respondents are not given any opinion about this point. Both 24% of total
respondents are agreed and strongly agreed that employees in ‘1 to 99+ Shop’ treat customers
courteously on the telephone.

Q 21: This store willingly handles returns and exchanges:

Gender of the Respondent
Male Female Total
This store willingly Strongly Disagree Count 3 5 8
handles returns and % of Total 6.0% 10.0% 16.0%
exchanges Disagree Count 7 4 11
% of Total 14.0% 8.0% 22.0%
Neutral Count 7 4 11
% of Total 14.0% 8.0% 22.0%
Agree Count 3 8 11
% of Total 6.0% 16.0% 22.0%
Strongly Agree Count 7 2 9
% of Total 14.0% 4.0% 18.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
In this statement, the percentage of disagree, neutral and agree is equal which is 22%. 11
respondents are disagree about this point, whereas the same number of respondents are also
agreed with this point. On the other hand, 7 male and 4 female respondents (11) are not quite
sure about willingness of ‘1 to 99+ Shop’ for handling returns and exchange.

Page | 19
Q 22: When a customer has a problem, this store shows a sincere interest in solving it:
Gender of the Respondent
Male Female Total
When a customer has a Strongly Disagree Count 0 2 2
problem, this store shows a % of Total .0% 4.0% 4.0%
sincere interest in solving it Disagree Count 6 2 8
% of Total 12.0% 4.0% 16.0%
Neutral Count 7 6 13
% of Total 14.0% 12.0% 26.0%
Agree Count 11 9 20
% of Total 22.0% 18.0% 40.0%
Strongly Agree Count 3 4 7
% of Total 6.0% 8.0% 14.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
Over 40% of total respondents are
agreed when a customer has a problem, Strongly
Disagree, 4%
the ‘1 to 99+ Shop’ shows a sincere Strongly Disagree, 16%
interest in solving it. 13 people of total Agree, 14%
respondents don’t share any opinion and
the percentage of neutral is 26%. On the
other hand, 8 respondents (where 6 are
male and 2 are female) are disagreed
with this statement. The comparison
between all points about this statement is Agree, 40% Neutral, 26%
showing by using a chart:

Q 23: Employees in this store are able to handle customer complaints directly and
immediately:
Gender of the Respondent
Male Female Total
Employees in this store are Strongly Disagree Count 1 1 2
able to handle customer % of Total 2.0% 2.0% 4.0%
complaints directly and Disagree Count 2 3 5
immediately % of Total 4.0% 6.0% 10.0%
Neutral Count 8 5 13
% of Total 16.0% 10.0% 26.0%
Agree Count 8 7 15
% of Total 16.0% 14.0% 30.0%
Strongly Agree Count 8 7 15
% of Total 16.0% 14.0% 30.0%
Total Count 27 23 50
% of Total 54.0% 46.0% 100.0%
In this statement, the percentage of agree and strongly agree is equal that means 30%. 26% of
total respondents are not quite sure about how employee handle customer’s complaints. 5
respondents (where 2 are male and 3 are female) are disagreed on this point.

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 Conclusion
The survey is categorized into four areas which are physical aspects, reliability, personal
interaction and problem solving which are related to both customer and Shop. In this survey, 27
male and 23 female respondents were participated. Among them, 24 people were young
respondents whose age is between 18-25. The highest number of respondents according to
occupation is student, 25. The highest number of respondents according to monthly income is
10000+ (12) and 40000+ (12). The highest number of respondents according to honors is
education, 24. The results of the survey determined that the customer satisfaction and service
quality in 1 to 99+ Shop is slightly good.

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