Minor Project Report On

“An organizational study at Boston Cotton

with special reference to CUSTOMER SATISFACTION”

Submitted in partial fulfillment of the requirement of the

Bachelor of Business Administration Degree

Offered by Jain University during the year 2016

By

Name: “HARDIK SANKHLA”

Registration Number: 15BBA10094

Semester: III Section: K

Under the guidance of:

Prof. BABITHA B S

#133, Lalbagh Road, Bangalore – 560027, India

Phone : +918043430200 / 202
Email : info@cms.ac.inWebsite: www.cms.ac.in
 CERTIFICATE BY THE CENTRE HEAD

Awarded to HARDIK SANKHLA

This is to certify that the Minor Project entitled “A study on CUSTOMER

SATISFACTION” has been submitted in partial fulfillment of the
requirement for the Degree of Bachelor of Business Administration of
Jain University.

Date:

Place: Bangalore

Centre Head

JU CMS
 Date:

GUIDE CERTIFICATE

This is to certify that this minor project titled “An organizational study at
Boston Cotton with special reference to customer satisfaction is a
record of the original and independent work carried out by HARDIK
SANKHLA under my guidance and supervision.

This has not previously formed the basis of the award of any
degree/diploma or other similar title of recognition.

Date:

Place: Bangalore

Guide Signature
 DECLARATION

I, hereby declare that this minor project titled “An organizational study at
Boston Cotton with special reference to CUSTOMER
SATISFACTION” for Jain University is prepared by me during the
academic year 2016 under the guidance of Prof. BABITHA B S.

The project is not based on any previously submitted project for the award
of any degree or diploma offered by any University. It is the result of my
own effort.

Name: HARDIK SANKHLA

Semester: III Sec: K
Registration number: 15BBA10094
Date :
Place : Bangalore

Signature

4
 ACKNOWLEDGEMENT

I would like to thank my Centre Head, Prof. Dinesh Nilkant for giving me
such great opportunity to gain experience from the study.I would also like to
thank my project guide Prof. Babitha B S for guiding,supporting and
supervising me for doing this project.I would also like to thank my company
guide Ms. Deshna Jain for giving me guidance throughout the study. I
would like to thank my parents for encouraging and supporting me
throughout my study at Boston Cotton.

I would also like to thank my friends who were always supportive in guiding
me .Lastly, I would want to thank god almighty for giving me the strength
and belief to carry out my project to the best of my abilities.

5
 TABLE OF CONTENT

CHAPTER CONTENT PAGE NO.

1. INTRODUCTION 1-12

2. COMPANY PROFILE 13-29

3. METHODOLOGY OF THE 30-34

STUDY
4. DATA ANALYSIS AND 36-57
INTERPRETATION
5. SUMMARY OF 58-60
FINDINGS,SUGGESTIONS

6
 AND CONCLUSION

6. BIBLIOGRAPHY 61

7. ANNEXURE 62-64

LIST OF TABLES

TABLE LIST OF TABLES PAGE NO.

NO.
4.1 Table showing age group of respondents 36
4.2 Table showing the respondents occupation 38
4.3 Table showing how often the customers 40

7
 buy our products
4.4 Table showing the satisfaction level of the 42
customers
4.5 Table showing customers choices about 44
the products.
4.6 Table showing the attributes that attract the 46
customers
4.7 Table showing the price rating of the 48
company from a customer’s point of view.
4.8 Table showing how the customer feel about 50
the product range?
4.9 Table showing the methods that are most 52
effective for boston cotton company
advertising.
4.10 Table showing that if they want to 54
recommend our product to friends and
relatives ?
4.11 Table showing the most preferable bed 56
sheet by the customers.

LIST OF CHARTS

8
S.NO CONTENT PG. NO
4.1.1 Chart age group of respondents 37
4.2.1 Chart showing the respondents occupation 39
4.3.1 Chart showing how often the customers buy our 41
products
4.4.1 Chart showing the satisfaction level of the 43
customers
4.5.1 Chart showing customers choices about the 45
products.
4.6.1 Chart showing the attributes that attract the 47
customers
4.7.1 Chart showing the price rating of the company 49
from a customer’s point of view.
4.8.1 Chart showing how the customer feel about the 51
product range?
4.9.1 Chart showing the methods that are most effective 53
for boston cotton company advertising.
4.10.1 Chart showing that if they want to recommend our 55
product to friends and relatives
4.11.1 Chart showing the most preferable bed sheet by 57
the customers.

9
 Chapter 1:
Introduction

10
INTRODUCTION

TEXTILE INDUSTRY

The textile industry or apparel industry is primarily concerned with the

design and production of yarn, cloth, clothing, and their distribution. The
raw material may be natural, or synthetic using products of the chemical
industry.

HISTORY

COTTAGE STAGE

There are some indications that weaving was already known in the
Palaeolithic. An indistinct textile impression has been found at Pavlov,
Moravia. Neolithic textiles were found in pile dwellings excavations in
Switzerland and at El Fayum, Egypt at a site which dates to about 5000
BC.

In Roman times, wool, linen and leather clothed the European population,
and silk, imported along the Silk Road from China, was an extravagant
luxury. The use of flax fibre in the manufacturing of cloth in Northern
Europe dates back to Neolithic times.

During the late medieval period, cotton began to be imported into northern
Europe. Without any knowledge of what it came from, other than that it was
a plant, noting its similarities to wool, people in the region could only

11
imagine that cotton must be produced by plant-borne sheep. John
Mandeville, writing in 1350, stated as fact the now-preposterous belief:
"There grew in India a wonderful tree which bore tiny lambs on the endes
of its branches. These branches were so pliable that they bent down to
allow the lambs to feed when they are hungry." This aspect is retained in
the name for cotton in many European languages, such as German
Baumwolle, which translates as "tree wool". By the end of the 16th century,
cotton was cultivated throughout the warmer regions of Asia and the
Americas.

The main steps in the production of cloth are producing the fibre, preparing
it, converting it to yarn, converting yarn to cloth, and then finishing the cloth.
The cloth is then taken to the manufacturer of garments. The preparation of
the fibres differs the most, depending on the fibre used. Flax requires
retting and dressing, while wool requires carding and washing. The
spinning and weaving processes are very similar between fibres, however.

Spinning evolved from twisting the fibres by hand, to using a drop spindle,
to using a spinning wheel. Spindles or parts of them have been found in
archaeological sites and may represent one of the first pieces of technology
available. They were invented in India between 500 and 1000 AD.

The key British industry at the beginning of the 18th century was the
production of textiles made with wool from the large sheep-farming areas in
the Midlands and across the country. This was a labor-intensive activity

12
providing employment throughout Britain, with major centres being the
West Country; Norwich and environs; and the West Riding of Yorkshire.
The export trade in woolen goods accounted for more than a quarter of
British exports during most of the 18th century, doubling between 1701 and
1770. Exports by the cotton industry – centered in Lancashire – had grown
tenfold during this time, but still accounted for only a tenth of the value of
the woolen trade. Before the 17th century, the manufacture of goods was
performed on a limited scale by individual workers, usually on their own
premises (such as weavers' cottages). Goods were transported around the
country by clothiers who visited the village with their trains of packhorses.
Some of the cloth was made into clothes for people living in the same area,
and a large amount of cloth was exported. River navigations were
constructed, and some contour-following canals. In the early 18th century,
artisans were inventing ways to become more productive. Silk, wool,
fustian, and linen were being eclipsed by cotton, which was becoming the
most important textile. This set the foundations for the changes.

19th CENTURY DEVELOPMENTS

With the Cartwright Loom, the Spinning Mule and the Boulton & Watt steam
engine, the pieces were in place to build a mechanised woven fabric textile
industry. From this point there were no new inventions, but a continuous
improvement in technology as the mill-owner strove to reduce cost and

13
improve quality. Developments in the transport infrastructure; that is the
canals and after 1831 the railways facilitated the import of raw materials
and export of finished cloth.

Number of looms in the UK

Year 1803 1820 1829 1833 1857
Looms 2400 14650 55500 100000 250000

The industrial revolution changed the nature of work and society The three
key drivers in these changes were textile manufacturing, iron founding and
steam power. The geographical focus of textile manufacture in Britain was
Manchester and the small towns of the Pennines and southern Lancashire.

Textile production in England peaked in 1926, and as mills were

decommissioned, many of the scrapped mules and looms were bought up
and reinstated in India.

20th century development

Major changes came to the textile industry during the 20th century, with
continuing technological innovations in machinery, synthetic fibre, logistics,
and globalization of the business. The business model that had dominated
the industry for centuries was to change radically. Cotton and wool
producers were not the only source for fibres, as chemical companies
created new synthetic fibres that had superior qualities for many uses, such

14
as rayon, invented in 1910, and DuPont's nylon, invented in 1935 as in
inexpensive silk substitute, and used for products ranging from women's
stockings to tooth brushes and military parachutes. By the late 1980s, the
apparel segment was no longer the largest market for fibre products, with
industrial and home furnishings together representing a larger proportion of
the fibre market. Industry integration and global manufacturing led to many
small firms closing for good during the 1970s and 1980s in the United
States; during those decades, 95 percent of the looms in North Carolina,
South Carolina and Georgia shut down, and Alabama and Virginia also saw
many factories close.

INDUSTRY PROCESS

COTTON MANUFACTURING

Cotton is the world's most important natural fibre. In the year 2007, the
global yield was 25 million tons from 35 million hectares cultivated in more
than 50 countries. There are five stages:

 Cultivating and Harvesting

 Preparatory Processes
 Spinning- giving yarn
 Weaving- giving fabrics
 Finishing- giving textiles

15
SYNTHETIC FIBRES

Artificial fibres can be made by extruding a polymer, through a spinneret

into a medium where it hardens. Wet spinning (rayon) uses a coagulating
medium. In dry spinning (acetate and triacetate), the polymer is contained
in a solvent that evaporates in the heated exit chamber. In melt spinning
the extruded polymer is cooled in gas or air and then sets. All these fibres
will be of great length, often kilometers long.

Artificial fibres can be processed as long fibres or batched and cut so they
can be processed like a natural fibre.

NATURAL FIBRES

Natural fibres are either from animals (sheep, goat, rabbit, silk-worm)
mineral (asbestos) or from plants (cotton, flax, sisal). These vegetable
fibres can come from the seed (cotton), the stem (known as bast fibres:
flax, Hemp, Jute) or the leaf (sisal). Without exception, many processes are
needed before a clean even staple is obtained- each with a specific name.
With the exception of silk, each of these fibres is short being only
centimeters in length, and each has a rough surface that enables it to bond
with similar staples.

16
EXPORT MARKET SHARE

The worldwide market for textiles and apparel exports in 2013 according to
United Nations Commodity Trade Statistics Database stood at $772 billion.

The largest exporters of textiles in 2013 were China ($274 billion); India
($40 billion); Italy ($36 billion); Germany ($35 billion); and Bangladesh ($28
billion).

PRODUCTION OF TEXTILE INDUSTRY IN INDIA

India is the second largest producer of fibre in the world and the major fibre
produced is cotton. Other fibres produced in India include silk, jute, wool,
and man-made fibers. 60% of the Indian textile Industry is cotton based.
The strong domestic demand and the revival of the Economic markets by
2009 has led to huge growth of the Indian textile industry. In December
2010, the domestic cotton price was up by 50% as compared to the
December 2009 prices. The causes behind high cotton price are due to the
floods in Pakistan and China . India projected a high production of textile
(325 lakh bales for 2010 -11). There has been increase in India's share of
global textile trading to seven percent in five years. The rising prices are
the major concern of the domestic producers of the country.

17
 Man Made Fibers: This includes manufacturing of clothes using fiber
or filament synthetic yarns. It is produced in the large power loom
factories. They account for the largest sector of the textile production
in India.This sector has a share of 62% of the India's total production
and provides employment to about 4.8 million people.
 The Cotton Sector: It is the second most developed sector in the
Indian Textile industries. It provides employment to huge amount of
people but its productions and employment is seasonal depending
upon the seasonal nature of the production.
 The Handloom Sector: It is well developed and is mainly dependent
on the SHGs for their funds. Its market share is 13% of the total cloth
produced in India.
 The Woolen Sector: India is the 7th largest producer. of the wool in
the world. India also produces 1.8% of the world's total wool.
 The Jute Sector: The jute or the golden fiber in India is mainly
produced in the Eastern states of India like Assam and West Bengal.
India is the largest producer of jute in the world.
 The Sericulture and Silk Sector: India is the 2nd largest producer of
silk in the world. India produces 18% of the world's total silk.
Mulberry, Eri, Tasar, and Muga are the main types of silk produced in
the country. It is a labor-intensive sector.

18
MARKETING

Marketing is a widely used term to describe the communication between a

company and the consumer audience that aims to increase the value of the
company or its merchandise or, at its simplest, raises the profile of the
company and its products in the public mind. The purpose of marketing is
to induce behavioural change in the receptive audience. The American
Marketing Association most recently defined marketing as "the activity, set
of institutions, and processes for creating, communicating, delivering, and
exchanging offerings that have value for customers, clients, partners, and
society at large. management process through which goods and services
move from concept to the customer. It includes the coordination of four
elements called the 4 P's of marketing:

(1) identification, selection and development of a product,

(2) determination of its price,

(3) selection of a distribution channel to reach the customer's place, and

(4) development and implementation of a promotional strategy.

19
MARKETING: WHY IT IS IMPORTANT

For a company or industry to grow, it must build strong customer

relationships. That’s when an effective integrated marketing plan comes in.
With a comprehensive, integrated marketing plan, you can effectively
communicate to UCR’s mission, values and messages in ways that speak
to your target audience.

WHO IS CUSTOMER?

In sales, commerce and economics, a customer (sometimes known as a

client, buyer, or purchaser) is the recipient of a good, service, product or an
idea - obtained from a seller, vendor, or supplier via a financial transaction
or exchange for money or some other valuable consideration.

20
 CUSTOMER SATISFACTION

What is customer satisfaction?

Customer satisfaction 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 exceeds
specified satisfaction goals."

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.

"In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations
are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury
resort, for example, might receive a lower satisfaction rating than a budget
motel—even though its facilities and service would be deemed superior in
'absolute' terms.

21
Importance of customer satisfaction

The importance of customer satisfaction diminishes when a firm has

increased bargaining power. For example, cell phone plan providers, such
as AT&T and Verizon, participate in an industry that is an oligopoly, where
only a few suppliers of a certain product or service exist. As such, many
cell phone plan contracts have a lot of fine print with provisions that they
would never get away if there were, say, 100 cell phone plan providers,
because customer satisfaction would be far too low, and customers would
easily have the option of leaving for a better contract offer.

Some of the importance’s are as follows -

 It’s a leading indicator of consumer repurchase intentions and loyalty

 It’s a point of differentiation
 It reduces customer churn
 It increases customer lifetime value
 It reduces negative word of mouth
 It’s cheaper to retain customers than acquire new ones.

22
 Chapter 2:
Company Profile

23
 COMPANY PROFILE

BOSTON COTTON

About the company:

Boston Cotton is a sole proprietorship firm, incorporated in the year 2000.

We, since establishment, are involved in manufacturing, exporting,
distributing, supplying and trading a comprehensive array of Men's Formal
Wear, Women's Formal Wear, Kids Wear, Winter Wear Jackets, Bed
Sheets, Bath Towels, Cotton Socks, Textile Fabric and many more. All our
range is designed precisely keeping the rising needs of clients in mind.
Quality fabrics are used to develop all our products, which we procure from
trustworthy vendors. As a result, our products are acknowledged for their
outstanding features such as color fastness, perfect stitches, skin friendly,
attractive appearance, shrink resistant, quality fabrics and many more. Due
to this, we have been able to garner the huge clientele support and carved
a desirable position in industry.

Our all business operations are carried under the intelligent guiding
principles of company's honorable proprietor Mr Sunil Jain that has helped
us establishing a distinct status in industry. With his excellent marketing
skills and qualities, honest business approach, sharp business insight and
visualization, we are ably growing leaps and bounds in this competitive
industry and acquire the huge clientele support.

24
Highly sophisticated infrastructure has been established by us within the
organization, where several tasks are carried out systematically and targets
are achieved within committed period of time. Our infrastructure includes
varied departments like production, quality control, administrative, logistics,
research and development, sales and marketing, warehousing and
packaging and many more. All operations carried out within these
departments are managed properly by our specialized team of experts,
who ensure to meet tasks appropriately as well as the company's
objectives in a successful manner. Our production department is fitted with
advanced machines, through which, we accomplish bulk orders within
stipulated time.

25
Our vision
 To manufacture products comparable to international standards, to
be customer-focused and globally competitive through better quality,
latest fashion and continuous innovation.

Our mission

 To manufacture world-class products of outstanding quality that give

our customers a competitive advantage through superior products
and value, so we can make every customer smile.
 To encourage people's ownership, empowerment and working under
team structure.
 To attain highest level of efficiency, integrity and honesty.

Our values

 Customer's satisfaction and delight.

 Superior quality of performance.
 Concern for the environment and the community.
 Passionate about excellence.
 Fair to all.
 To provide a safe workplace and promote healthy work habits.

26
Factsheet

Basic information:

Year of establishment: 2000

Legal status of firm: sole proprietorship(individual)

Nature of business: manufacture

Number of employees: 51 to 100 people

Our Infrastructure

Our company boasts of state-of-the-art infrastructure, where our all

operations are carried out by experts in a streamlined manner. As it covers
up wide landmass, we have developed here several spacious departments
for having smooth business operations. We upgrade the entire facility as
per growing market developments and ensure to remain in pace with the
same. Our infrastructure has helped us accomplishing the bulk orders as
well as targets.

27
Our team

Our company is blessed to have highly talented and specialized team of

experts, who have focused all their endeavors to provide clients only
desirable product range. To boost up the knowledge of our professionals,
we organize workshops, seminars and training sessions on timely intervals.
This helps in keeping our employees updated with the growing
requirements of clients as well as technological enhancements.

Quality Assurance

Backed by the expert team of quality controllers as well as an advanced

quality control unit, we are capably supply products to our respectable
clients according to the specific quality guidelines of industry. In addition to
this, we have adopted several recommended quality guidelines to ascertain
the delivery of error free products at our client place. We test the complete
range thoroughly and then allow supplying to our client place.

28
Our Vendor Base

Material used for the development of whole gamut is sourced from the
trustworthy vendors, who are holding sound expertise as well as enviable
status in industry. The selection of vendors are made by our experts, on the
basis of their sound domain expertise, rich experts, market credibility,
packaging standards, pricing policy, prompt delivery schedules and more.

ORGANISATIONAL STRUCTURE

Mananging
dirctor

Marketing
Finance head Sales head HR head
head

showroom in
accountant Staff services
charge

sales
representative

29
DEAPARTMENTALISATION

The Company is having many departments like:

1. Finance department
2. Marketing department
3. Sales department
4. Human resources department

 FINANCE DEPARTMENT
The company is a presenting consolidated financial statement in
accordance with accounting standard. Finance department is also
responsible for preparing quarterly report. Salary processing and all the
financial proceedings are also done by the finance department. Finance
department plays a major role by providing financial facilities when even
required for all the departments.

 MARKETING DEPARTMENT
The duty of the marketing department is to search for the customers and
sell the products. The company has adopted number of methods to sell the
product like Tele marketing, field survey and advertisement for the purpose
of marketing. The company has separate Tele marketing departments
where the employees call the individuals and try to sell the products and
the marketing department will keep on conducting many activities so as to
achieve and to get good market penetration. Advisors are the main strength

30
of the company. They will contact the customers by tele-calling and direct
contact.

 SALES DEPARTMENT
Sales manager leads over the sales department he takes major decisions
regarding the sales and activities.

Assistant sales managers, agency managers, unit managers & financial

advisors come under the sales manager. Advisors& Tele callers come
under the unit manager. When the unit manager guides & gives instructions
to them about the products & trains them to sell the products. So the
number of levels in sales department is seven.

The duty of the Tele callers is to call the customers & to sell the products
and the advisors can work for full time (or) part time but should sell the
products and make the customers for the company.

 HUMAN RESOURCE DEPARTMENT

HRD assumes significance in view of the fast changing organization to
adopt new techniques in order to respond to the environmental changes.

It is an important component of any organization upon which lies the role of

managing different kinds of employs, understanding their needs,
maintaining people and getting things done in a systematic & controlled
manner.

31
 OUR PRODUCT RANGE

Men's Formal Cotton wear

Keeping in mind the diverse requirements of our clients, we are engaged in

offering wide array of Men's Formal Cotton Shirts. Our product is made
from pure cotton by our professional tailors. Customers like our product for
their nice stitching and formal look. Moreover, we offer various sizes of
Men's Formal Cotton Shirts to our patrons .

Following the quality parameters, we are engaged in offering wide array of

Men's Formal Trousers. Our products are highly acknowledged amongst
the clients for their perfect fitting and fine finish. We offer Men's Formal
Trousers to our patrons in different colors combinations and in trendy
deigns. Moreover, our product is comfortable too..

We have carved a niche amongst the customers for offering wide range of
Men's Casual Cotton Shirts. The offered products are highly acknowledged
amongst the clients for their shrinkage resistant nature. Our Men's Casual
Cotton Shirts are available as per the choice of customers and in stylish
patterns. Moreover, we offer colorfastness products.

 Color fastness
 High demand
 Quality approve

32
Women's Formal Wear

Being pioneers in the industry, we manufacture, export, trade, supply and

distribute wide array of Women's Formal Wear. Customers can avail
product from us in bulk of designs and colors.

Our organization is involved in providing a wide gamut of Formal Cotton

Shirts. These Formal Cotton Shirts are designed and crafted using high
quality cotton fabric as per the latest market trends. Our clients are
appreciated for its high quality.

Matching to the requirements of customers, we are involved in offering best

quality of Women's Casual Linen Shirts. These Women's Casual Linen
Shirts are made up of finest quality fabric. Also, the perfect stitching and
comfortable fitting of these Women's Casual Linen Shirts increases their
demand in the market.

With the year of experience, we are master in offering best quality of

Women's Denim Jeans. These Women's Denim Jeans are hand washable
due to which its demand is rapidly increasing. Further, these Women's
Denim Jeans are known for their world class quality and smooth fabric.

33
Features:

 Affordable prices
 Optimum quality
 Various sizes

Kids Cotton T-Shirts

The best quality of Kids Cotton T-Shirts are presenting by us to the clients.
These Kids Cotton T-Shirts are available in various sizes and designs.
Also, the demand of these Kids Cotton T-Shirts is increasing day by day
due to their elegant look and comfortable fitting. These Kids Cotton T-Shirts
are easy to wash due to which these are appreciated b y clients.

Men's Formal Socks

As per the requirements of customers, we are involved in offering best

quality of Men's Formal Socks. These Men's Formal Socks are basically
used with the formal wears. Also, we keep the various demands and
requirements of the clients in our mind while developing the range which
satisfy them completely.

34
Features:

 Excellent sweat absorbing nature

 Comfortable to wear
 Myriad of range

Bed Sheets

With the vast industrial experience and knowledge, we are engaged in the
manufacturing, trading, supplying, exporting and distributing of Bed Sheets.
These Bed Sheets are available in various patterns.

Owing to years of experience and knowledge, we offer wide assortment of

Cotton Bed Sheets. These Cotton Bed Sheets are manufactured as per the
latest trend of the market. Moreover, we manufacture these Cotton Bed
Sheets by using finest quality cotton. We offer these Cotton Bed Sheets to
the clients at market leading prices.

Clients can avail from us various types of Printed Cotton Bed Sheets.
These Printed Cotton Bed Sheets are manufactured as per the demands
and requirements of the clients. These Printed Cotton Bed Sheets are
printed as per the latest trend of the market which is highly appreciated by
clients. We manufacture these Printed Cotton Bed Sheets by using 100%
pure cotton.

35
Features:

 Best grade material

 Reasonable price
 High quality

Egyptian Cotton Flat Bed Sheets

We are comprehensively offering an unparalleled range of Egyptian Cotton

Flat Bed Sheets. These Egyptian Cotton Flat Bed Sheets are highly
demanded by clients for their world class standards. These Egyptian
Cotton Flat Bed Sheets are available in various designs and colors which
satisfy the clients most.

Textile Fabric

Our company is the leading manufacturer, supplier, trading, distributing and

exporter of Textile Fabric. These Textile Fabric are known for their world
class quality.

36
a) Linen Fabric
Being an eminent company, we are involved in offering utmost quality of
Linen Fabric. These Linen Fabric are highly appreciated by clients due to
their attractive designs. Also, different color combinations are available in
the range of Linen Fabric. These Linen Fabric are extensively used in the
manufacturing garments and various other things.

b) Egyptian Cotton Fabric

Customers mostly preferred to purchase quality products, so we are

involved in offering best quality of Egyptian Cotton Fabric. Finest quality
fiber is available in these Egyptian Cotton Fabrics. Also, various designs
and color combinations are available in these Egyptian Cotton Fabric.
Moreover, these Egyptian Cotton Fabric is known for their smooth texture.

Winter Wear Jackets

To satisfy the clients completely, we are manufacturing, supplying, trading,

distributing and exporting an assortment of Winter Wear Jackets. These
Winter Wear Jackets are available in various sizes and designs.

Keeping in mind the requirements of customers, we are engaged in offering

best quality of Winter Wear Jackets. These Winter Wear Jackets are

37
extremely warm due to which these are basically used in the winter season.
Also, these Winter Wear Jackets are available in various colors and design
which satisfy the clients completely.

Ankle Length Socks

We offer a versatile collection of Ankle Length Socks. These are well-
tailored from exclusive quality of material with advanced machines. These
are specially designed to offered powerful grip to the wearer without hurting
the leg. These Ankle Length Socks are highly appreciated by our esteemed
clients.

Features:

 Fine grip
 high quality material
 Affordable

38
IMPORTANT COMPETITION IN CLOTHING MARKET

Technology and Supply Chains

Offshore manufacturing has cut costs and allowed for higher quality
materials and accents, such as embroidery and detailed tailoring for many
fashion brands. However, technological advances in mills and garment
production in the United States threaten to level the playing field with
respect to cost and quality. The apparel supply chain can be risky when it
depends on importing goods manufactured overseas, and design houses
that don't own and manage their overseas factories can find their seasonal
lines are delivered late or lost in transit. Controlling your supply chain
alleviates some of that risk and improves your ability to compete as a new
entrant in the marketplace.

Brand Management and Competition

Brand management includes how you market your brand -- particularly if

you are a new entrant in an already crowded fashion marketplace
dominated by internationally recognized brands. Fashion brands convey
many images to their customers, including quality, innovative design,
status, utility and value. Identify the brands that compete for your target

39
customers and find an underserved niche. Thanks to ever-changing
customer tastes, many fashion brands seem to come out of nowhere to
capture major market share in certain niches. They later leverage the brand
so it can be licensed to a wide variety of products beyond clothing, such as
eyewear, perfume, luggage, home decoration and even cookware.

Sustainability and Innovation

To many, the term "sustainability" refers to producing products in an eco-

friendly way. In fashion, however, it also refers to whether a new designer
can sustain and grow market share in an often-fickle marketplace.
Marketing and distribution play an important role in your sustainability, as
does your ability to continually produce new and appealing designs.
Another component of sustainability is constant innovation in your design
process, supply chain, distribution, expansion into other products and
consumer involvement.

COMPETITIORS

 Vimal
 Mandhana Fabrics

40
 Chapter 3:
Methodology of Study

41
 Methodology of study

Title of research

“An organization study at BOSTON COTTON with specific reference to

CUSTOMER SATISFACTION.”

Statement of problem:

Problem is an obstacle, difficulty , challenge, or any situation that invites

resolution; the resolution of which is recognized as a solution or
contribution toward a known purpose or goal. In this case, we refer to the
obstacles involved in the customer satisfaction faced by the company
Boston cotton. The firm being in the market for quiet sometime has not
been able to still satisfy the proper needs of the customer.

Objective of the study

To undertake the study in order to understand the benefits of customer

satisfaction in a company.

42
SCOPE OF THE STUDY
This research has been designed to aware the people about Boston Cotton
and its ways of satisfying the people with their services and has not
disappointed any one so far.

TYPES OF RESEARCH

The type of research done in this study is termed as descriptive and

analytical research.
 Descriptive research is a fact-finding investigation with adequate
interpretation. In this type of research, data is collected using one or
more appropriate methods.
 Using simple and complex statistical techniques for interpreting the
data is called analytical research.

43
DATA COLLECTION

The information for assessment of marketing is mainly collected through

the primary and secondary source.

PRIMARY DATA

It is the information collected for research purpose at hand by observation

of the terminal of the study. It is the date obtained for the first time and
used specifically for the particular issue under study.
Under this study the primary data was the Questionnaire method. A
structured questionnaire consisting in such a way that the users could
answer the questions without any difficulty.

SECONDARY DATA

The data that has been previously gathered and published are Secondary
Data.
Under this study the secondary data was collected from annual report of
Boston Cotton.

44
SAMPLING

Sampling is concerned with the selection of a subset of individuals from

within a population to estimate characteristics of the whole population.

Researchers rarely survey the entire population because the cost of a

census is too high. The three main advantages of sampling are that the
cost is lower, data collection is faster, and since the data set is smaller it is
possible to ensure homogeneity and to improve the accuracy and quality of
the data.

SAMPLING TECHNIQUE

In the study researcher has used convenient and random sampling. The
advantages of this type of sampling are the availability and the quickness
with which data can be gathered.

SAMPLING SIZE

The sample size is comprised of 30 respondents.

45
PLAN OF ANALYSIS

The data collected form questionnaire was processed tabulated and

analyzed. To avoid wrong inference certain factors like incomplete and
dishonest answers were eliminated.

LIMITATIONS

 The data has been collected only from a sample of the entire human
resource. Time was a constraint.
 Many of the questionnaire and there was delay in collecting the data.
Sample respondents were reluctant to give response to the structured
questionnaire. There was a non-response error in some cases.
 The study is limited to the company Boston Cotton.
 The survey could not be extended to all the employees as they could
not spare much time.
 The answers given by the respondent depends highly upon the mood
and interest and thus accuracy fluctuates sometimes.

46
 CHAPTER SCHEME

CHAPTER 1: INTRODUCTION

This chapter explains the different aspects of the industry. It also gives the
theoretical background of the various aspects of the selected problem.

CHAPTER 2: COMPANY PROFILE

The history, management, policies, mission, vision, purpose and other

details of the company is mentioned in this chapter.

CHAPTER 3: METHODOLOGY OF STUDY

This chapter reveals the statement of the problem, objectives, data

collection methodology, scope, limitations of the study and the chapter
scheme.

CHAPTER 4: DATA ANALYSIS AND INTERPRETATION

This chapter is concerned with deducing results from the analysis and
thereby drawing inferences.

CHAPTER 5: SUMMARY OF FINDINGS, SUGGESTIONS AND

CONCLUSION

This chapter is concerned with singling out of the findings, various

suggestions to improve the performance and conclusion from the project
study.

BBLIOGRAPHY

This contains the names of all the reference material which the researcher
uses.

ANNEXURE

This is the questionnaire.

47
 Chapter 4:
Data Analysis and
Interpretation

48
TABLE 4.1

Showing the age group of the respondents.

RESPONSES NO. OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
Below 15 7 24%
15 – 30 14 46%
30 – 45 6 20%
45 above 3 10%
TOTAL 30 100%

DATA ANALYSIS

From the above table we can conclude that the age below 15 have 24% of
the respondents, 46% which are between 15-30years, 30-45 with 20% and
45 above with 10% of respondents.

49
GRAPH 4.1

10%
24%
20%
BELOW 15
15-30
30-45
45 ABOVE
46%

INTERPRETATION

The above data reviles that most of the respondents who are between the
age of 15-30(youth) tends to buy more products of the company.

TABLE 4.2

50
Showing the respondents occupation

RESPONSES NO. OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
Student 6 20%
Businessman 17 56%
Teacher 3 10%
Others 4 14%
TOTAL 30 100%

DATA ANALYSIS

We have differentiated into different occupations into four groups that is

student by 20% responses, 56% are businessman, 10% are teachers and
14% are others, as to whether which group consumes our Boston cotton
products the most.

51
GRAPH 4.2

14% 20%

10%
STUDENTS
BUSINESSMAN
TEACHER
OTHERS
56%

INTERPRETATION

From the above graph we can see that businessman tends to buy most of
our product.

52
TABLE 4.3

Showing How often the customers buy our products

RESPONSES NO. OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
Once in a month 5 17%
Once in 3 months 12 40%
Half Yearly 13 47%
TOTAL 30 100%

DATA ANALYSIS

The above table says how many people buy our products a lot during which
time period as 17%of the respondents buy once in a month, 40% buy once
in 3 months and 47% of them buys half yearly.

GRAPH 4.3

53
 17%

47%
ONCE IN A MONTH
ONCE IN 3 MONTHS

40% HALF YEARLY

INTERPRETATION

The graph shows that most of the customers tends to buy our product in
every 6 moths {half-yearly}.

TABLE 4.4

54
Showing the satisfaction level of the customers.

RESPONSES NO. OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
Very bad 0 0%
Bad 4 13%
Good 19 64%
Very good 7 23%
TOTAL 30 100%

DATA ANALYSIS

The satisfaction level of the customers analysed is that 64% respondents

are for Good, 23% for very good,13% for bad and 0% for very bad.

GRAPH 4.4

55
 0%

13%
23%

VERY BAD
BAD
GOOD
VERY GOOD
64%

INTERPRETATION

Most of the customers are well satisfied with the product as we can see
they choose the level of product Good.

TABLE 4.5

56
Showing customers choices about the products.

RESPONSES NO. OF PERCENTAGE OF

RESPONSES RESPONDENTS
Bottom Wear 12 40%
Top Wear 18 60%
Neither - -
TOTAL 30 100%

DATA ANALYSIS

Table shows that respondents for top wear are 60% and 40% for bottom
wears.

Graph 4.5

57
 0%

40%

BOTTOM WEAR
60% TOP WEAR
NEITHER

INTERPRETATION

Customer chooses top wear more of our product rather than bottom wear.

TABLE 4.6

58
Showing the attributes that attract the customers.

RESPONSES NO. OF PERCENTAGE OF

RESPONDENTS RESPONDENTS

Quality 7 23%

Convenient 9 30%

Price 12 40%

Design 2 7%

TOTAL 30 100%

DATA ANALYSIS

The main focus is to attract the customer so we can see from the above
table that 23% respondents choose the quality, 30% are for convenient,
40% for price , 7%chooses design of the product.

59
GRAPH 4.6

7%
23%

QUALITY
40%
CONVENIENT
PRICE
30%
DESIGN

INTERPRETATION

This shows that our pricing scheme is much better than the rest as most
responses are for our product price.

TABLE 4.7

60
Showing the price rating of the company from a customer’s point
of view.

RESPONSES NO. OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
Extremely 2 6%
overpriced
Slightly overpriced 5 16%
Appropriately priced 19 64%

Low priced 4 14%

TOTAL 30 100%

DATA ANALYSIS

From the above table we can see that respondents thinks that our product
is 6% extremely priced, 16% says it slightly priced, 64% says that it is
appropriatelypriced and 14% thinks its low priced.

61
GRAPH 4.7

14% 6%
16%

EXTREMELY OVERPRICED
SLIGHTLY OVERPRICED
APPROPRIATELY PRICED
64% LOW PRICED

INTERPRETATION

As we saw already in the previous one that why customer prefer to buy our
product is because of its pricing and its proved here that our product is
appropriately priced with the highest number of respondents.

Table 4.8

62
It shows that how the customer feel about the product range.

Responses No. of respondents Percentage of

respondents
Excellent 1 3.3%
Good 13 43.3%
Satisfactory 13 43.3%
Below satisfactory 3 10%
Bad 0 0%
Total 30 100%

DATA ANALYSIS
The above table shows that 3.3% customer feels that the productis
excellent, 443.3%of them feels its good, 43.3% are for satisfactory,
10% are for below satisfaction and non of them thinks that the product
range is bad.

GRAPH 4.8

63
 excellent good satisfactory below satisfactory bad

0%

10% 3%

44%

43%

INTERPRETATION:
From the above graph we can see that people think that the product range
is good and satisfactory.

Table 4.9

64
Showing the methods that are most effective for Boston Cotton company
advertising.

Responses No. of Respondents Percentage Of

Respondents

Billboards 2 6.9%

Television 19 62%
Advertisement

Newspaper 6 20.7%

Radio 3 10.4%

DATA ANALYSIS

From the above tale we can see that most of the respondents says that
6.9% through billboards, 62% from TV,20.7% from newspaper and 10.4%
from radio.

65
GRAPH 4.9

billboards television newspaper radio

10% 7%

21%

62%

INTERPRETATION

The most effective method for the company to advertise is through

television.

66
Table 4.10

Showing that if they want to recommend our product to friends and

relatives.

Responses No. of respondents Percentage of

respondents
Yes 20 66.6%
No 10 33.3%
total 30 100%

DATA ANALYSIS

We can see that 66.6% respondents are saying yes and rest are saying no.

67
GRAPH 4.10.1
yes no

33%

67%

INTERPRETATION

From the Above graph we can conclude that yes customers will
recommend our product range to their friends and relatives.

68
Table 4.11

Showing the most preferable bed sheet by the customers.

Responses No. of respondents Percentage of

respondents
Printed bed sheet 1 3.3%
Egyptian cotton flat 13 43.3%
bed sheet
Embroidery bed sheet 1 3.3%
Cotton bed sheet 15 50%
Total 30 100%

DATA ANALYSIS

The above table shows that 50% of respondents prefer cotton bed
sheet,whereas 43.3% prefer Egyptian cotton flat bed sheet,3.3% of them
prefer printed bed sheet and the rest 3.3% prefer embroidered bed sheet.

69
GRAPH 4.11.1

Printed bed sheet egyptian cotton bed sheet embroidered bed sheet cotton bed sheet

3%

50% 44%

3%

INTERPRETATION

The above chart shows that most respondents like cotton bed sheet and
Egyptian cotton bed sheet.

70
 Chapter 5:
Summary of findings,
suggestions and
conclusion

71
SUMMARY OF FINDINGS
 The age of 15-30(youth) tends to buy more products of the company.
 Businessman tends to buy most of our product.
 The customers tends to buy our product in every 6 moths {half-
yearly}.
 Most of the customers are well satisfied with the product.
 Customer chooses top wear more of our product rather than bottom
wear.
 Pricing scheme is much better than the rest as most responses are
for our product price.

 People think that the product range is good and satisfactory.

 Customers will recommend our product range to their friends and
relatives.
 Most respondents like cotton bed sheet and Egyptian cotton bed
sheet.

72
SUGGESTIONS

 The company should start targeting customers who are not so

attracted to the brand..
 Marketing and promotion should be paid attention too.
 The company should heir professional designers.
 The company should start advertising more on billboards and radio
for more customers.
 The company should strategies on how to influence and come into
good books of people who does not want to recommend the brand.
 The company should think on improving the sales of printed and
embroidered bed sheets.

73
CONCLUSION
 The brand is supported by the youth.
 Mostly all customers are satisfied by the brand.
 People like the pricing of the products which beneficial for the sale.
 Customers are well satisfied with the product range.
 Most people recommend the brand to their family and friends.

74
BIBLIOGRAPHY

75
 BIBLIOGRAPHY

www.bostoncoton.com

www.wekipedia/encyclopedia.com

 ABOUT TEXTILE INDUSTRY

 CUSTOMER SATISFACTION

76
ANNEXURE

77
Questionnaire

1. What is your age?

 Below 15
 15-30
 30-45
 45 above
2. What is your occupation?
 Student
 Businessman
 Teacher
 Others
3. How often do you buy our products?
 Once in a month
 Once in 3 months
 Half yearly
 Yearly
4. How are you satisfied with our product so far?
 Very bad
 Bad
 Good
 Very good

78
5. Which product do you prefer the most?
 Bottom wear
 Top wear
 Neither
6. What attracts you to buy our product?
 quality
 convenient
 price
 design
7. How do you feel boston cotton products are priced?
 Extremely overpriced
 Slightly overpriced
 Appropriately priced
 Low priced
8. How do you feel about our product range?
 Excellent
 Good
 Satisfactory
 Below satisfactory
 Bad

79
9. What methods do you think are the most effective for Boston Cotton?
 Billboards
 Television advertisements
 Newspaper
 Radio

10.Would you recommend our product to your friends/relatives?

 Yes
 No
 Maybe

11.Which type of bed sheet do you prefer the most?

 Printed bed sheet

 Egyptian cotton flat bed sheet
 Embroidery bed sheet
 Cotton bed sheet

80