PROJECT REPORT

On
“CUSTOMER SETISFACTION”

Submitted in partial fulfillment of the requirement of degree in

Master of Business Administration

Of
MAHARSHI DAYANAND UNIVERSITY, ROHTAK

Session 2015-17

SUBMITTED TO: SUBMITTED BY:

The Controller of Examination MOHD AARIF

MDU, Rohtak MBA 4th Semester

REG.NO. 1176750330
ROLL NO.

DAV INSTITUTE OF MANAGMENT

NH-3, NIT FARIDABAD, HARYANA

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 DECLARATION

I do hereby declare that this project is submitted by me for partial fulfillment of the Masters
of Business Administration, DAV Institute of Management Faridabad, Maharishi Dayanand
University Rohtak. The project report is exclusively prepared by me and has not been
submitted to any other Institution or published anywhere before.

SIGNATURE:-

ACKNOWLEDGEMENT

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At the very outset, I would like to thank my family whom I owe a much.

I am grateful to all my teachers for their guidance to undertake this project and enabling me
to turn my dream to reality.

I express my deep sense of gratitude to my internal guide, Mrs. DR. ANJALI AHUJA
lecturer DAV Institute of Management, MDU University Rohtak for his help and advice
during the preparation of this project.

Finally, I would like to thank all others who directly or indirectly help me to accomplish my
project work.

SIGNATURE

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 PREFACE

With open and economically liberalized policies, the Indian economy has taken a turn around
for the betterment. The post liberalization age era has witnessed the emergence of free
enterprise and manufacturers are coming up to participate in the liberalization boom. This has
resulted in stiff competition than ever before.

There are several changes in the competitive and structural character of “Customer
Satisfaction” in the last few years. Seller's market has turned in to buyer's market. This has
thrown up enormous challenge in entire gamut of marketing. New companies are having with
each other to draw the attention to special quality and special feature of their brand. At times
price exists and prices are quoted for below the normal level. It is in this context, that there is
acute need to evolve innovation and dynamic marketing strategies in the areas of price,
distribution, sales promotion etc.

The channel of distribution means the product will have to reach to the customer through a
proper system. These days mostly producers don't have a link directly with the customers.
There is a long chain system available. The decision to choose a system of distribution for
product is part of the marketing mix strategy of this firm in the dealing with its market. Since
a decision is to be made of the alternative available marketing structure of economy. It is
important to gain importance of the part of this structure before we take the factors of
distribution system. From cost point it is also important channel system has to be properly co-
ordinate with other marketing decision like product range, decision, pricing, advertising and
sales promotion etc.

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 TABLE OF CONTENT

CHAPTER CONTENTS PAGE NO.

NO.

1 INTRODUCTION
 Introduction of the project 7-8
 Introduction of the company 9-16

2 REVIEW OF LITREATURE 17-24

3 RESEARCH MATHEDOLOGY 25-32

4 DATA ANALYSIS & INTERPRETATION 33-48

5 FINDINGS & CONCLUSION

 Findings 50-51
 Suggestion & Recommendation 52-53

 Limitation of the study 54

 Conclusion 55

6 ANEXXURE
 Bibliography 57
 Questionnaire 58-65

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 CHAPTER - 1

INTRODUCTION

CUSTOMER SATISFACTION: -

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Today’s companies are facing their toughest competition ever. These companies can outdo
their competition if they can move from product and sales philosophy to a marketing
philosophy. We spell out in detail how companies can go about winning customers and
outperforming competitors. The answer lies in doing a better job of meeting and satisfying
customers’ needs. Only customer-centered companies are adept at building customers, not
just building product. They are skilled in market engineering, not just product engineering.

 Too many companies think that it is the marketing/sales department’s job to procure
customers. If that department cannot, the company draws the conclusion that its marketing
people aren’t very good. But in fact, marketing is only one factor in attracting and keeping
customers. The best marketing department in the world cannot spell products that are poorly
made or fail to meet anyone’s need. The marketing department can be effective only in
companies whose various departments and employees have designed and implemented a
competitively superior customer value-delivery system.

Although the customer oriented firms seek to create high customer satisfaction, its main goal
is to maximize customer satisfaction, first the company can increase customer satisfaction by
lowering its prices, but results may be lower profits second the company might be able to
increase prices. Third the company has many stake-holders including employees, dealers,
suppliers and stock holders spending more to increase customer satisfaction might divert
funds from increasing the satisfaction of other partner. Estimate the company must operate on
the philosophy that it is trying to deliver a high level of satisfaction to the other stake-holder
within the constraints of its resources. From the past studies of last three decades we observed
that the company’s first task is to create and satisfy customers. But today’s customers face a
vast array of product and brand choice prices and suppliers.

 It is generally believed that customers estimate which offer will deliver the most value
customers are like value maximizes, within the bounds of search costs and limited
knowledge, mobility income, they form an expectation of value and act on it, whether or not
the offer lives up to the value expectations affects customer’s satisfaction and their
repurchase probability.

CUSTOMER VALUE

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Customer delivered value is the difference between the total customer value and total
consumer cost. Consumer value is the bundle of benefits customers expect from a given
product or service. Total consumer cost it the bundle of costs consumer expect to incur in
evaluating, obtaining and using the product.

That two customers can report being “highly satisfied” for different reasons. one may be
easily satisfied most of the time and other might be hard to please but was pleased on this
occasion. Companies should also note that managers and salespeople can manipulate their
ratings on customer satisfaction. They can be especially nice just before the survey. They can
also try to exclude unhappy customers from the survey. Another danger is that if customers
will know that the company will go out of its way to please customers, some customers may
express high dissatisfaction (even if satisfied) in order to receive more concession.

DELIVERING CUSTOMER VALUE AND SATISFACTION:

 The value chain is a tool for identifying ways to create more customer value. every firm is a
collection of activities that are performed to design, produce, market, deliver and support its
product. The value chain identifies nine strategically relevant activities that create value and
cost in a specific business. These nine value-creating activities consist of five primary
activities and four support activities..

ABOUT THE BATA COMPANY

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BATA MEANS SHOES

Bata is one of the world’s reaching companies, with the operations in 68 different countries.
Bata Company strives to listen to the customer in their local markets and clearly identify their
footwear needs, and then to provide products that exceed their customer’s expectation in
terms of quality, style and value.
Bata operating companies are grouped into four business units based on similarities on
markets and business issues. Each group benefits from synergies specific to their
requirements, such as product development, sourcing and marketing support. Each business
unit is entrepreneurial in nature and can quickly adapt to changes in the marketplace and
seize potential growth opportunities.

FEW KEY FACTS

 Founded in Zlin, what is now the Czech Republic, 1894 by Tomas Bata.

 Retailers, manufacturers and distributors of competitively priced commercial fashion

footwear and accessories.

 Employees over 50,000 people in retail, manufacturing and whole selling operations.
Over 4700 company owned retail stores.

 Bata companies annually manufacture over 140,000,000 pairs of shoes on 46

production facilities and over 30 million square feet of leather in 9 tanneries.

 Bata Company serves almost 1 million customers each day.

BATA LEADERSHIP POINTS

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Bata operates in many different economy and cultural environments around the world,
dictating various different types of operations. Although Bata does not sell the same shoes
nor does it have identical stores in each country, customers will recognize common elements
to the Bata experience everywhere in the world. These common elements are the Bata
Leadership Point.

THE BEST PRODUCT

Bata companies offer our customers fresh, fashionable footwear and accessories, designed
especially for the needs of the common market. Our shoes are always well made from quality
material.

THE BEST SERVICE

Whether in India or Italy our sales associates offer consistently first class service. They are
well trained to ensure a proper fit and we pledge customer satisfaction.

THE BEST VALUE AND QUALITY

Through the efficient sourcing and distribution of Bata product, we can control the cost and
quality at every step to ensure value to our customers.

THE BEST LOCATION

Bata stores are modern, attractive and located conveniently to the customers. Bata companies
utilize innovative promotional ad to display product in attractive manner.

BATA PREMIUM COLLECTIONS

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Bata has been delivering hand crafting quality footwear for well over 100 years. To maintain
and build on our heritage of creating high quality, comfortable and stylish shoes, Bata has
created the Bata Premium Collection of products in our design center in Italy.
These shoes are available at selected Bata stores in Europe and elsewhere and incorporate
innovative leading design with the application of modern technology.

BATAINTERNATIONAL serves customers in much of Asia, the Pacific and Africa

through its3000 stores and many dealers. It is supervised from Singapore. Bata International
operates shoe innovation centers in several countries as well as 30 factories to serve
individual markets.

BATA EUROPE is based in Paris and operates 500 stores offering fashionable footwear.
The world class shoe innovation center just outside of Venice supplies many of the exclusive
lines found in Bata stores throughout Europe.

BATA LATIN AMERICA is based in Mexico City. Bata is the leading retailer of shoes in
Latin America and the leading marketer of children’s branded footwear.

BATA CANADA is based in Toronto from where 250 stores serve the Canadian market. Its
chain of Athletes Worlds and Nike shops is the leading fashion source in Canada for young
urban customers.

Today Bata has 60 factories over 50,000 employees and 100,000 dealers to serve the world.

The organization is the world’s largest manufacturer and marketer of footwear. It has 83
companies spread all over the globe both in developed and developing countries. The
organization is a leader in the use of modern technology and the latest management and
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marketing techniques. Its 73 manufacturing unit’s produce a vastly comprehensive line of
footwear from women’s high-fashion shoe’s to Artic boots, men’s dress shoe’s popular sport
she’s and shoe’s for children.

It operates 6,300 company owned stores all over the world. These include Bata family,
Athletes world, Bubble gummers, miry, Heyward, and Marie Claire stores. In addition, Bata
has over 50,000 independent retailers. The combined production and sales total 270,000,000
pairs of shoes per year. The Bata shoe organization has 67,000 employees on its rolls today.

Bata Limited, the world headquarters of the Bata shoe organization, located in Toronto, is
manned by experts in manufacturing, retailing, marketing, finance, product development and
personnel. A workforce that is available for training and guidance in all operations in the
field.

THE PEOPLE: OUR ASSET

The company firmly believes that giving its people the right encouragement yields
incomparable rewards. Even with technology and progress, man does not take second place at
Bata India. Emphasis is given to man management and every opportunity is given so that
people can grow with the organization. Each year, a large number of regional, national and
international courses are held to train Bata employees. Company policy is to provide equal
opportunity, to promote on merit and to stimulate its people into thinking globally.
Always abreast with current trends and technology, Bata India brings latest in-line
technology in factory after factory. And the workers to many automated industries where
work force shrink in direct proportion to their rate of technological tuning, Bata India keeps
its employment levels steady. This stability helps to nurture individual career goals and
aspirations. Whether it is a hobby or a dream, Bata India is always ready to stretch a helping
hand.
Employee’s welfare is woven in to the fabric of the company’s philosophy. Proper housing,
modern medical facilities and a clean, cheerful environment where children can thrive and
prosper are some of Bata India’s imperatives.

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This apart, the corporate responsibility of promoting professionalism is also part of the
company’s credo. At every office, factory or shop- quality and excellence are demanded and
received.

PEOPLE FIRST

Bata is truly worldwide entity, whose diversity of ideas, training and international exchanges
of expertise have been major assets. Employees of Bata companies encompass most of the
world’s nationalities and many languages and dialects. It is Bata policy to provide equality of
opportunity without discrimination, to promote on merit and to stimulate people into thinking
beyond their immediate national experience.
Learning does not stop once work begins- training programs ensure continuing education,
skills upgrading and development of general management capabilities. Management teams
are often comprised of individuals who have risen through the ranks of Bata companies, from
every geographic area. Bata recognizes and rewards initiative, competence and integrity at all
levels, regardless of ethnic or cultural background.
Advancement is linked to a closely monitored educational process. Placements in different
operational areas or in different countries enable promising individuals to gather an unusually
broad set of experiences. Additionally, Bata companies invest in their employees through
internally developed local, regional and international training and skills development
programs. These programs promote the free exchange of knowledge and ideas within the
organization, and help to ensure that all employees share in the Bata goals and principles how
the company operates.
Once the footwear industry was a cottage industry. Today, Bata India is proud to have
elevated it into a full-blown industry with considerable volume and prestigious position.
To remain at top, Bata India invests substantial amounts of capital in developing and in
keeping abreast with new technology at “Current knowledge” levels. Training over 4000
employees every year indifferent disciplines. Pre-empting market needs, the employees are
initiated into thinking beyond today, planning ahead for tomorrow.

PRODUCT PROFILE

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In Bata more than eight renowned brands, which include, Hush Puppies, Marie Claire,
Bubble Gummers, Power we cater to a wide range of choices all over the country.

 Hush Puppies one of the world’s most comfortable shoes, designed for both men and
women.

 Marie Claire is for today’s fashion conscious women who love shoes, which their
colorful and vibrant wardrobe, that’s not all for those who want a tough shoe that can
weather any storm.

 We have Sendek, to suit their needs, we in Brenner are simply meant to take you out
doors. With them on you can be rest assured about their ragged character and
durability kinds can take their pick from Bubble Gummers

 Power is all about athleticism for those who love sports and enjoy sporting activities.

PRODUCT LISTS:

 Bata Brand

 Bata Industrial

 Bubble Gummers

 Hawaii

 Hush puppies

 Marie Claire

 Sendek

 Weinbrenner

NEW PRODUCTS ARRIVAL

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Bata is all about excitement and we promise something new for our ever- increasing number
of consumers. You will always find new design at all over across the nation.

 FOR MEN SHOES – Dear shoes, Jackson, Wind, Morell

 FOR LADIES SHOES – Bata (White, Black, Red)

Flexible (Beige, Olive)

Hush puppies (Burgundy)

 FOR KIDS SHOES – Robber (Red, Navy)

Robert (Navy)
Stretch (Red, Navy)

 FOR KIDS SANDELS – Pearl (Blue), Apple (White), Playmate (Brown)

ORGANIZATION STRUCTURE

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 MANAGING DIRECTOR
DIRECTOR

VICE PRESIDENT DIRECTOR DIRECTORDIRECTOR

COMMERCIAL TECHNICAL FINANCE WHOLESALE
MARKETING

BUSINESS 4 RETAIL VICE PRESIDENT 4 REGIONAL

DEVELOPMENT CHIEF MANAGERS
MARCHANDISE
MANAGER MANAGERS
MANAGER

ACCOUNT MANAGER GENERAL MANAGER

PERSONNEL STORE MANAGER ACCOUNT MANAGER

MANAGER

DISTRIBUTION MANAGER

ACCOUNTANT
SHOP MANAGER

SALESMAN/CASHIER SHOP

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 CHAPTER – 2

REVIEW
OF
LITERATURE

DEFINING CUSTOMER

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“Customer is defined as anyone who receives that which is produced by the individual or
organization that has value”. A customer is a person who avails the products or services
offered by a firm or a business entity.

DIFFERENT TYPES OF CUSTOMERS

The modern business eras have witnessed numerous types of customers with different buying
habits and with different attitudes. Some of these customers are mentioned below:

a) IMPULSIVE CUSTOMERS

These are the people who have no patience. They are chasing in nature and intend to
fulfill their requirements on minimum time. While attending to these types of
customers, the salesman should present only those activities which are required by
them and complete the sales task and affect the sales at the earliest.

b) TIMID CUSTOMERS

They are shy and nervous in nature. They are hesitant in decision making. The better
way of dealing with these kinds of buyers is to win confidence and enable them to
make decisions.

c) SNOBBISH CUSTOMERS

These kinds of customers are self-controlled and think themselves to be too flattering.
The appropriate way of dealing with them is that the salesman should satisfy their
variety.

d) DELIBERATE CUSTOMERS

These are the people who are practical in nature. They think about their product
before their purchase.They may demand adequate information for which they may ask
several questions to the salesman.

e) ARGUMENTATIVE CUSTOMERS

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 These are the people who are interested in making arguments and challenge the each
and every point of the salesman.

f) PRICE MINDED CUSTOMERS

These are the customers who are interested in the price. In other wordthey are cost
conscious. The salesman with tactful arguments will have to convince such a
customer that price should be considered in relation to the quality, durability and the
performance.

g) SILENT CALM AND INACTIVE CUSTOMERS

These are the customers who are very silent and calm. It is very difficult for the
salesman to comprehend what is going in the mind of the customer.

PRODUCT & CUSTOMER STRATEGIES

 Product-centric Strategies
 Increase product offering
 Reduce cost, cycle time
 Improve quality

 Customer-Centric Strategies
 Acquire customers
 Increase customer profitability
 Retain customers

FRAME WORK OF CUSTOMER SATISFACTION

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Peppers and Rogers outline a four step frame work for one to one marketing that can be
adapted to CUSTOMER SATISFACTION marketing as follows:

 Identify your prospects and customers: Do not go after everyone. Build, maintain
and mine a rich customer database with information derived from all the channels and
customer touch points.
 Differentiate customers in terms of needs and value of the company: Spend
proportionately more on the effort on the most valuable customers. Apply Activity
Based Costing and calculate lifetime value. Estimate net present value of all future
profits coming from purchases, margin levels, and referrals less customer specific
servicing costs.
 Interact with individual customers to improve your knowledge about their individual
needs and to build stronger relationships: Formulate customized offerings that are
communicated in a personalized way.
 Customize products services and messages to each customer: Facilitate
customer/company interaction through the company contact center and web site.
 Reducing the rate of the customer defection: Selecting and training employees to
be knowledgeable and friendly increases the likelihood that the inevitable shopping
questions from customers will be satisfactorily.
 Enhancing the growth potential of each customer through share of wallet cross-selling
and up selling.
 Making low profit customers more profitable or terminating them: To avoid the
direct need for termination unprofitable customers can be made to buy more or in
larger quantities forgo certain features or services or pay higher amounts or fees.
Banks phone companies and travel agencies are all now charging for once free
services to ensure minimum customer revenue levels.
 Focusing disproportionate effort on high value customer: The most customers can
be treated in a special way. Thoughtful gestures such as birthday greetings small gifts
or invitations to special sports or arts events can send a strong signal to the customer.

BUILDING LOYALTY

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We need to distinguish five different levels of investment in customer relationship building:

 BASIC MARKETING: The salesperson simply sells the product

 REACTIVE MARKETING: The salesperson sells the product and encourages the
customer to call if he or she has questions comments or complaints.

 ACCOUNTABLE MARKETING: The sales person phones the customer to check

whether the product is meeting expectations. The salesperson also asks the customers
for any product or service improvement suggestions and any specific disappointment.

 PROACTIVE MARKETING: The sales person contacts the customer from time to
time with suggestions about improved products uses or new products.

 PARTNERSHIP MARKETING: The Company works continuously with its large

customer’s to help improve their performance.

Most companies practice only basic marketing when their markets contain many customer
and their unit profit margins are small. It may set up a customer hot line. In markets with few
customers and high profit margins, most sellers will move towards partnership marketing.
The level of the relationship marketing depends on the number of customers and profit
margin level.

LEVELS OF CUSTOMER SATISFACTION

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 High Margin Medium Margin Low Margin

Many customers/

Distributors Accountable Reactive Basic or reactive

Medium number of
Proactive Accountable Reactive
customers/distributors
Few customers/ distributors Partnership Proactive Accountable

Companies are also recognizing the importance of the personal component to customer
perception and what happens once customers make an actual contact. As Stanford’s business
guru Jeffrey Pfefferputs it, “The best companies build culture in which front line people are
empowered to do what’s needed to take care of the customer”

BENEFITS FOR THE ORGANIZATION

Excellent customer service is about being aware of customer needs and reacting to them
effectively. CRM helps the company to understand, anticipate and respond to the customers’
needs in a consistent way, right across the organization.
Practicing CRM requires an efficient and integrated internal business system. Many
businesses benefit from the organizational discipline CRM imposes, as well as the technology
itself.

CRM will help the business if company views it as a set of tools that let you to do more for,
and get more from the customers. CRM can:

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 Develop better communication channels

 Collect vital data, like customer details and order histories

 Create detailed profiles such as customer preferences

 Deliver instant, company-wide access to customer histories

 Identify new selling opportunities

EXISTING RESEARCH ON CUSTOMER SATISFACTION

 Aarkstore (2010) in his research derived that global shoes market is growing with
rising market trends. The opportunity section highlights scope for shoes in the present
market scenario by replacing Natural Latex Shoes. The report also discusses leading
players in the market, with an overview of their business and strategies.

 Lilly (2010) in his study concluded that brands need to deliver on their value
proposition, as well as dislodge someone else from the consumer’s preference set to
move consumers for trial to preference. Pricing, promotional deals and product
availability, all have tremendous impact on the position of the brand in the
consumer’s preference set.

 Euro monitor (2009) in the research found out that footwear market in India is
growing at a very fast rate and this analysis by distribution format allow finding the
sectors driving growth.

 Mukhopadhya and Paswan (2008) in their research inferred that Safety measures are
major concerns in productivity enhancement in shoe manufacturing plant. Various
types of accidents in shoe making division are being monitored and all incidents are
investigated. Operation in a special field and hazards and safety precaution may differ

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 from case to case depending upon the company, operating practice, country’s law,
rules and regulations, working environment, average age of workers, expertise and
educational level of the working employees, approach of management and so on.

 While ankle (2007) strength was also basically the same in two groups, there was still
a stronger plantar flexion tendency, ankle motion that happens when the toes and top
of the foot move away from the shins, for the non-Strength-Shoe wearers.

 Roger peter (2006) Calf size was also nearly identical between the two sets. Although
not a significant indicator of performance potential, calf size was assessed by the
researchers because the Strength Shoe producers maintained that the devices would
advance calf diameter.

 Richardson (2006) stated that feel more satisfied when they use shoes of a particular
type of brand. They feel very good when brand value is satisfied.

 Boyer et al (2005) found out that footwear research has made substantial progress in
last 30 years. The new methodology and the bright young researchers joined the field
will provide additional substantial and exciting development and progress in the next
ten years.

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 CHAPTER - 3

RESEARCH
METHODOLOGY

STATEMENT OF THE PROBLEM

“A Study on Analysis of Customer Satisfaction at Bata India Limited.”

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A complete study of customer satisfaction and retention(Customer satisfaction) towards Shoe
products launched by Bata India Ltd, which is available in the market. This research would
analyze the customer loyalty towards the latest products of Bata and expectation of customers
and acceptance of the product.

OBJECTIVES OF THE STUDY

 To analyze the customer expectation & customer satisfaction level towards M/S Bata
India Limited.

 To understand the methods adopted to the customer retention.

 To suggest services to meet new customers and retain old customers.

 To find out the factors those influence the customer behavior.

NEED OF THE STUDY

 Identification of problems with customers.

 Implementing Customer perception before creating a customer strategy.

No organization is secure today unless its every action is processed through the customer's
eyes. Today's businesses are facing fierce and too aggressive competition while operating in
both domestic and global markets. Traditional marketing methods have failed to deliver
results in recent times

.
"Only those who become attached to their customers, figuratively and literally will survive".
Thus this study will help in finding out the effect of customer Relationship Management on
finding out new customers and retaining the existing one, by converting them to brand-loyal
customers.

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 SCOPE OF THE STUDY

Geographically the project is limited the research done is not limited to any particular brand
but for the various ranges of footwear that Bata produces. This study is actually to know
about the “Customer satisfaction of the Bata Brand Footwear” in NCR city, this is related to
the factors which effects the buying decisions. Moreover various factors that are related with
the customer like the arrival and departure of a customer and the peak hours of sale and the
non peak hours of sale generally vary with the change of season i.e. these factor shows
seasonal variations, to the city of NCR only and only to the customers who come and
purchase footwear from the stores of Bata.

RESEARCH DESIGN

Research design is a blueprint for any kind of research. It provides direction to the researcher
for further carrying on the research in the Population. Research design provides the glue that
holds the research project together. A design is used to structure the research, to show how all
of the major parts of the research project- the samples or groups, measures, treatments or
programs, and methods of assignment- work together to try to address the central research
questions. A research design lays the foundation for conducting the project. A good research
will ensure that the research project is conducted effectively and efficiently. Research design
involves following components or tasks: -

 Define the information needed

 Design the exploratory, descriptive and causal phases of research.
 Specify the measurement and scaling procedure.
 Construct a questionnaire or an appropriate form for data collection
 Specify the sampling process and sample size
 Develop a plan for data analysis


Types of Research Designs: -

1. Exploratory Design.
2. Descriptive Design.

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 3. Causal Design.

RESEARCH METHOD-

Survey is most commonly used method of primary data collection in marketing research.
This method has been used because of its extreme flexibility. Survey research is the
systematic gathering of data from respondents through questionnaire. The purpose of survey
is to facilitate understanding or enable prediction of some aspects of behavior of the
population being surveyed. A questionnaire is a formal list of questions to be answered in the
survey. In the survey method for collecting primary data three techniques can be used.

 Personal Interview

 Telephone Interview

 Mail Interview

SAMPLING TECHNIQUES

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THE REASON FOR WIDE USE OF SURVEY TECHNIQUE

 It could serve both quantitative as well as qualitative information directly from the
respondents.
 It was quite flexible in terms of data to be assembled method of collection or timing
of research.

Apart from it was presumed that respondent

 Know the answer to the question

 Have authority to answer to these questions
 Were willing to co-operate in answering these questions in the best manner.

SAMPLE SIZE: -

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 The sample size of 100 is selected randomly. The study requires on in depth survey and
keen observation in collecting data regarding the brand awareness levels of BATA.

PROCESS OF COLLECTING DATA

The following chart shows the process of collecting necessary information:

Formulation of Research Objectives

Developing Research Plan

Mode of Data collection

Sampling Plan

Survey

Data Compilation

Reporting of Data

SOURCES OF DATA

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One of the important tools for conducting marketing research is the availability of necessary
and useful data. Data collection is in many ways more of an art that a finds. Sometimes the
data are available readily in one form or the other and sometimes they are to be collected a
fresh. In the case of marketing research, the data collection may occupy only a minor part or
sometimes it may be most expensive and time consuming affair. Mainly data can be collected
using two methods. These are: -

i. Primary data

ii. Secondary data

PRIMARY DATA: The data was collected directly from the customers through methods like
survey method, observation method, telephonic interview etc. It helped to know the attitudes
and opinions of people, awareness and knowledge, behavior etc. The sample members were
contacted and information was collected through:

a. Survey Method

b. Observation Method

c. Experience Method.

d.

SECONDARY DATA: The data was also collected from internal and external sources apart
from the information collected from the field. Secondary data was collected from the
following sources: -

 GOVERNMENT- Records, Generals, Books, Magazines etc.

 COMMERCIAL- Market research companies, Add agencies and private data

collection agencies.

 MISCELLANEOUS SOURCES- These are other sources like old Projects, Public
articles, Files and Books.

 INTERNAL SOURCES- Company resources, Catalogs and Brochures etc.

In this project to get proper information, both primary and secondary data were taken.
Primary data was obtained through questionnaire to customers and interviewing employees

31
of the organization. Secondary data are obtained from company information, some brochures
and from internet.

DATA ANALYSIS

Since the structured questionnaire was used, data classified was done easily. This readily
revealed the buying behavior of the despondent towards Bata footwear. Tables were used for
tabulating; analysis was drawn from the table and interference. This leads to conclusion and
recommendation.

Research Project Descriptive

Data Source Primary data, Secondary data
Research Approach Survey method, Observation method, Experience
method
Research Instrument Questionnaire
Sample Plane  Sampling unit –Customers of NCRcity

 Sample size – 100

 Sample Type – Random sampling.

Contact Method Personal interview/ Scheduling

There are two main research instruments in collecting primary data those are:

 Questionnaire
 Mechanical Instruments

32
 CHAPTER – 4

DATA ANALYSIS AND

INTERPRETATION

TABLE NO: 1
TABLE SHOWING THE CUSTOMER BASED ON AGE GROUP
AGE GROUP NO.OF CUSTOMERS PERCENTAGE
IN YEARS
33
 CHILD, BETWEEN 0- 22 22%
15 YEARS
YOUTH, 15-30 32 32%
MIDDLE AGE, 31-50 26 26%
OLD AGE, 51 AND 20 22%
ABOVE
TOTAL 100 100%

ANALYSIS:
From the table it can be analyzed that 22% of the respondent is from child, 32% of the
respondent is from youth, 26% of the respondent is from middle age, 20% of the respondent
is from old age.
GRAPH NO: 1
GRAPH SHOWING THE CUSTOMERS BASED ON AGE GROUP

35
30
25
20
15 Frequency
10
5
0
0-15 years 15-30 31-50 Above 50
years years years

INFERENCES:
From the above analysis it can be inferred that the customer of Bata foot wear varies from
child, youth, middle age and old age.
TABLE NO: 2
TABLE SHOWING THE CUSTOMERS BASED ON OCCUPATION
OCCUPATION NO. OF CUSTOMERS PERCENTAGE
GOVERNMENT 06 06%
PRIVATE 32 32%
OWNBUSINESS 08 8%

34
 40 40%
STUDENT
OTHERS 14 14%
TOTAL 100 100%

ANALYSIS:
From the table it can be analyzed that 6% of the respondent is Government employed, 32% of
the respondent is from private sector, 8% of the respondent are in own business, 40% of the
respondent are students and rest 14% are doing other.

GRAPH NO: 2
GRAPH SHOWING THE CUSTOMERS BASED ON OCCUPATION

45%
40%
35%
30%
25% Percentage
20%
Frequency
15%
10%
5%
0%
Governmen Private Own Student Others
t Business

INFERENCES:
From the analysis it can be inferred that the customers of Bata foot wear vary from one
occupation to another.
TABLE NO: 3
TABLE SHOWING THE COSTOMERS BASED ON DIFFERENT INCOME LEVEL:
INCOME LEVEL NO. OF CUSTOMERS PERCENTAGE
LESS THAN 10000 38 38%
10000-20000 20 20%
20000-30000 32 32%

35
 30000 ABOVE 10 10%
TOTAL 100 100%

ANALYSIS:
From the above table it can be analyzed that 38% of the respondent belong to the income
level less than 10000, 20% of the respondent is between the range of 10000-20000, 32% of
the respondent is in range of 20000-30000, 10% of the respondent are earning more than
30000 and above.
GRAPH NO: 3
GRAPH SHOWING THE CUSTOMERS BASED ON DIFFERENT INCOME LEVEL

38
40
32
35
30
25 20
20
15 10
10
5
0
<10000 10000-20000 20000-30000 30000 Above

INFERENCES:
The above graph states that almost all income group are been targeted and the mainly the
income group of less than 10000 have been targeted.
TABLE NO: 4
TABLE SHOWING HOW OFTEN THE CUSTOMERS PURCHASE THE PRODUCT
PURCHASE NO.OF CUSTOMERS PERCENTAGE

THREE MONTH ONCE 20 20%

SIX MONTH ONCE 50 50%
YEARLY ONCE 30 30%

36
 TOTAL 100 100%

GRAPH NO: 4
GRAPH SHOWING HOW OFTEN THE CUSTOMERS PURCHASE THE
PRODUCT

60%

50%

40%

30% PERCENTAGE

20%

10%

0%

INFERENCES:
From the above graph we can state that the customers purchase the product oftenly six month
once rather than three months and yearly once.

TABLE NO.5
TABLE SHOWING THE DURABILITY OF THE FOOT WEAR
DURABILITY NO OF CUSTOMERS PERCENTAGE
SIX MONTHS 28 28%

ONE YEAR 54 54%

TWO YEARS 10 10%

THREE YEARS 08 8%

37
 TOTAL 100 100%

ANALYSIS:
From the above table it could be stated that the durability of the foot wear is most durable in
one year rather then six months, two years and three years.

GRAPH NO: 5
GRAPH SHOWING THE DURABILITY OF THE FOOT WEAR

60 54

50

40

28
30

20
10
8
10

0
Six Months 1 year 2 Year 3 Year

INFERENCES:
From the above graph we can abserve that the durability of the foot wear is mostly one year
followed by six month, two years and three year
TABLE NO: 6
TABLE SHOWING TYPES OF FOOT WEAR PURCHASED
PERCEPTION NO OF CUSTOMERS PERCENTAGE
SPORTS 12 12%
EXECUTIVE 18 18%
KIDS 6 6%
SANDALS 28 28%
LADIES 18 18%
HAWAI 18 18%

38
 TOTAL 100 100%

ANALYSIS:
From the above table it can be deduced that sandals of Bata are in more demand that is 28%
and next to that is executive, Hawaii and ladies foot wear that is 18%.

GRAPH NO: 6
GRAPH SHOWING THE TYPES OF FOOTWEAR PURCHASED

28
30

25
18
20

15 12

10 6

0
Sports Executive Kids Sandals

INFERENCE:
From the above pie diagram it can be inferred that a significant number of customers
purchase a different types of footwear like sandals, hawai, executive, and ladies footwear.
TABLE NO:7
TABLE SHOWING THE RESPONDENT PERCEPTION TOWARDS PRICE OF
THE FOOTWEAR
PERCEPTION NO. OF CUSTOMERS PERCENTAGE
EXPENSIVE 30 30
REASONABLE 60 60
LOW 10 10

ANALYSIS:

39
From the above table it is deduced that about 60% of the customers perceive that the price of
the product is reasonable, whereas 30% perceive that it is expensive and the remaining 10%
perceive that it is low.

GRAPH NO: 7

GRAPH SHOWING THE RESPONDENTS PERCEPTION TOWARDS THE PRICE

OF THE FOOTWEA

NO. OF CUSTOMERS
EXPENSIVE REASONABLE LOW
10% 30%

60%

INFERENCE:
From the above pie diagram it can be inferred that majority of customers feel that the price of
the products are reasonable.

TABLE NO: 8

TABLE SHOWING THE RESPONDENTS PERCEPTION TOWARDS QUALITY OF

THE FOOTWEAR

PERCEPTION NO.OF CUSTOMERS PERCENTAGE

EXCELLENT 12 12%
GOOD 64 64%

40
 AVERAGE 24 24%
TOTAL 100 100%

ANALYSIS:
From the above table it is analyzed that 64% of the customers feel that the quality of the
footwear is good, 24% feel it is average and 12% feel that it is excellent
.
GRAPH NO: 8
GRAPH SHOWING THE RESPONDENTS PERCEPTION TOWARDS THE
QUALITY OF THE FOOTWEAR

70 64

60

50

40

30 24

20 12
10

0
Excellent Good Average

INFERENCE:
From the above it can be inferred that a significant number of customer say that quality of the
footwear is doing good and some say it is average in quality, this also signifies the reputation
of the company is still good.
TABLE NO:9
TABLE SHOWING THE RESPONDENTS PERCEPTION TOWARDS DESIGN OF
THE FOOTWEAR
PERCEPTION NO.OF CUSTOMERS PERCENTAGE

EXCELLENT 5 5%
GOOD 49 49%
AVERAGE 42 42%

41
 BELOW AVERAGE 4 4%
TOTAL 100 100%

ANALYSIS:
From the above table it can be analyzed that 49% of the customers feel that the design of the
footwear is good, 42% of the customers feel it average and 5% feel it is excellent.

GRAPH NO: 9
GRAPH SHOWING THE RESPONDENTS PERCEPTION TOWARDS THE DESIGN
OF THE FOOTWEAR

49
50 42
45
40
35
30
25
20
15
10 5 4
5
0
Excellent Good Average Below Average

INFERENCE:
From the above bar graph it can be inferred that a significant number of customers say that
design of the footwear is doing good, some say it is average in its design and some feel it is
below average.

TABLE NO:10
TABLE SHOWING THE RESPONDENTS PERCEPTION TOWARDS
COMFORTABILITY OF THE FOOTWEAR

PERCEPTIONS NO.OF CUSTOMERS PERCENTAGE

YES 83 83%
NO 17 17%

42
 TOTAL 100 100%

ANALYSIS:
From the above table we can analyze that 83% of the customers are comfortable with the
footwear and remaining 17% feel discomfort.

GRAPH NO: 10
GRAPH SHOWING THE RESPONDENTS PERCEPTION TOWARDS THE
COMFORTABITLITY OF THE FOOTWEAR

83
90
80
70
60
50
40
30 17
20
10
0
Yes No

INFERENCE:
From the above graph it can be inferred that a significant number of customer are
comfortable with the footwear and some feel it discomfort.

TABLE NO. 11
TABLE SHOWING THE RESPONDENTS PERCEPTION TOWARDS THE
AWARENESS OF THE PRODUCT

PERCEPTION NO.OF CUSTOMERS PERCENTAGE

FRIENDS 16 16%
RELATIVES 14 14%

43
 ADVERTISEMENT 17 17%
POPULARITY 53 53%
TOTAL 100 100%

ANALYSIS:
From the above table we can analyze that most of the respondents are aware of BATA
through its popularity and brand image.

GRAPH NO.11
GRAPH SHOWING THE RESPONDENTS PERCEPTION TOWARDS THE
AWARENESS OF THE FOOTWEAR

Chart Title

FRIENDS
18%

POPULARITY RELATIVES
53% 12%

ADVERTISEMENT
17%

INFERENCE:
Most of the respondents are aware of the footwear through its popularity and remaining
through friends, relatives, advertisements etc.

TABLE NO: 12
TABLE SHOWING THE RESPONDENTS PERCEPTION TOWARDS
AVAILABILITY OF THE FOOTWEAR
NO. OF
PERCENTAGE
ATTRIBUTES RESPONDENTS
EXCELLENT 20 20
VERY GOOD 48 48
GOOD 20 20
AVERAGE 12 12
TOTAL 100 100

44
INTERPRETATION:
From the above analysis we can observe that out of 100 customers 14 customers considered it
as excellent. 34 customers stated it as Very Good.16 customers as Good and 6 customers as
Average in the case of availability.

GRAPH NO.12
GRAPH SHOWING THE RESPONDENTS PERSEPTION TOWARDS
AVAILABILITY OF THE FOOTWEAR

EXCELLENT
GOOD AVERAGE

VERY GOOD

INFERENCE:From the above interpretation we can see that majority of customers

considered the availability of the product is Very good.

TABLE NO. 13

TABLE SHOWING CATEGORIZATION BASED ON PERIOD OF USING BATA

FOOTWEAR PRODUCTS

RESPONDENTS
VARIABLES

PERIOD OF SERVICE USING NUMBER OF PERCENTAGE

RESPONDENT OF

45
 S RESPONDENTS

0-1 YEAR
16 16

1–2 YEAR.
21 21

2-3 YEARS.
29 29

MORE THAN 3 YEARS.

34 34

INTERPRETATION:

From the above analysis it is interpreted that out of 100%, 16% of the respondents are using
Bata Foot Wear from past 1 year. 21% of the respondents are using from past 1-2 year. 29%
of respondents using from past 2-3 years. While 34% of respondents are using Bata Foot
Wear from more than 3years.

GRAPH NO. 13

GRAPH SHOWING CATEGORIZATION BASED ON PERIOD OF USING BATA

FOOTWEAR PRODUCTS

46
 Chart depicts the years of Bata Foot Wear being
used by respondents
40
30
20
Percentage of respondents
10
0
1 year 1-2 year 2-3 year More than 3
years
Variable

INFERENCE:

From the above interpretation it is inferred maximum customers are using Bata Foot Wear
more than 3 years.

TABLE NO. 14

47
TABLE SHOWING CONSIDERATION OF PRODUCT FEATURES WITH PRICE AS A
JUDGMENT IN DECIDING THE PRODUCT

S. NO OPINION NO. OF PERCENTAGES

RESPONDENTS
1 YES 74 74%
2 NO 26 26%

INTERPRETATION:
From the above analysis it is interpreted that 74 out of 100 respondents compare product
features and price. But 26 out of 100 don’t compare product features and price.

GRAPH NO. 14
GRAPH SHOWING CONSIDERATION OF PRODUCT FEATURES WITH PRICE AS A
JUDGMENT IN DECIDING THE PRODUCT

PRODUCT FEATURES Vs PRICE

26%

74%

INFERENCE:
From the above interpretation it is clear that majority of the respondents compare both
product features and price.

48
CHAPTER – 5

FINDINGS &
CONCLUSION

FINDINGS

49
Based on the observations made from the collection of the data the following findings
are:-

 Bata foot wears are one of the leading foot wears regarding its quality and price. It is
seen that approximately 60% of the respondent are satisfied with it.

 It was found that the customer of Bata foot wear reaching all segments such as child,
youth, middle age and old age.

 Average respondents are students and from private sector and remaining are
Government employed, own business and others.

 Bata India Limited segment different levels of income from 10,000 to 30,000 and
major customers are those whose income level is below 10,000 and 20,000 to 30,000.

 It was found that the purchase pattern of Bata foot wear is varies from every three
months, six months and yearly. The customers purchase the product oftenly six month
once rather than three months and yearly once.

 From the analysis it was found that the products of Bata foot wear are most durable in
one year rather than two years and three years.

 Bata has their own product line; consumers purchase all the products, such as sandals,
executive, ladies, and Hawaii Sandals of Bata are in more demand that is 28% and
next to that is executive and ladies foot wear that is 18%.

 Bata products are more reasonable in price and majority of the customers perceive
that the price of the product is reasonable.

 Majority of Bata customers are happy with quality, design and comfort ability of Bata
products and less happy towards the trends of Bata products.

 The study indicates that Bata products are purchased generally instead of special
occasions and festivals.

50
 Most of the respondents prefer black and brown colour and comparatively fewer
respondents prefer grey and other colour.

 Most of the respondents are aware of BATA popularity, brand image and brand
loyality.

 Bata is one of the leading manufacturer and distributor. Above analysis indicates that
all consumers are aware about Bata products, and it is available at convenient place.

 Average number of respondents rated the response given to their problem as very-
good.

 Majority of the respondents are very much particular about Distribution and service
aspects for use of Bata products rather than Emotional and Promotional factors.

 Majority of the customers want to advertise about forthcoming offers through

Broadcast that will be more convenient for them and some of the customers want
through Electronic media.

51
 SUGGESTIONS & RECOMMENDATION

Bata India Limited is a well established company but it faces some of the major
constraints which make consumers to think before purchasing the Bata foot wears.
Hence to carry out the business successfully through the maximum customer’s
satisfaction, some of the following suggestions are given.

 Bata foot wear products and services are reasonable in price, but it must
concentrate on quality factors.

 Bata foot wear tapped different age group of customers to meet the future
demand, more focus on youth and middle age.

 Bata footwear has to be more concentrate on Government employees,

businessmen, etc.

 To meet out the upper class customers, Bata has to be come out with high end
products.

 Sandals and executive foot wear are best accepted Bata foot wear products, it
is important to focus on ladies, Hawaii and sport shoes.

 Bata foot wear has to be concentrate on trend and design of the products, to
meet the expectation of the youth and children.

 Bata India Limited must be focus on discount, special offers, and incentives
on special occasions and festivals, to increase their sales and margin.

 Bata India Limited must produce different colored, different designed and
different style foot wears to create barrier to competitors to enter into the
business.

 The R & D department of the company must see that they can provide the
customers with latest design prevailing in the market with standard quality
which will help the company to increase the purchasing behavior of
customers.

52
 Bata as good brand image and to meet the competitive advantages, they must
come out with suitable strategies, to the changing scenario.

 The young generation doesn’t go for Bata footwear, so the company must
take necessary steps to manufacture its product in such fashion, which will
enable to capture the younger generation market.

 The consumers’ behavior of Bata sports shoe is quite low as compared to its
competitors, so the company must take up immediate action so as to attract
the customers.

 There should be a suggestion box put up in all retail outlets, easily accessible
for all customers so that they can express their grievances and appreciation to
the retailers, dealers thereby improving the efficiency of the organization.

 Bata India Limited must increase the promotional activities by giving

advertisement in TV, Boards, and Hoardings etc.

LIMITATIONS OF THE STUDY

53
1. The survey was restricted to the extent if the response only.

2. Majority of the customers are co-operative, while few were reluctant to give information
due to time constraints.

3. The response is confined to opinion only on recommendation for better quality products
and services.

4. The area covered by is restricted to NCR city only.

5. The opinion restricts only on the Bata brand footwear only.

CONCLUSION
54
Bata will remain a household name to people of India. Good sales and marketing practices
are all about making the right decisions at the right time. And in order to make better business
decisions, company needs to stay focused and should be in control of all marketing and sales
efforts. Sales and marketing gives complete and accurate information, so that you can focus
your interactions on preferred customer segments. You are empowered to:

o Increase productivity
o Sharpen the competitive edge
o Grow the business.

Retaining the existing customers is quite easy comparing with the new customers. If you
don’t keep your customers 100% satisfied, you are going to lose the customers.
Customer database helps the marketing and sales department to identify the target customers
and that leads to the effective segmentation of the market. Marketing footwear for the family
with a chain of modern stores all-round the country and bringing in new trend and brand
extensions to suit the needs of the traditional and the trendy. But there is also the unseen fact
of the company. Its giant infrastructure and network of people working towards one common
goal to the customer service and values that he deserves through relentless for quality and
pursuit of excellence.

Looking towards the next century Bata dream with optimize. This remains the golden profile
of Bata India Limited.

55
CHAPTER - 6

ANNEXURE

56
 BIBLIOGRAPHY

Books Author Name

Principle of Marketing C. N. Sontakki

Marketing Management Philip Kotler

Service Marketing Christopher Lovelock

Journals and Magazines:

Business Today
Business India

Websites browsed:
1. www.bataindia.com
2. www.google.com
3. www.footwearhistory.com

QUESTIONNAIRE ON
57
 CUTOMER SATISFACTION OF BATA

I, the student of D.A.V Institute of Management, Faridabad, am conducting brief survey to

find out the analysis of customer satisfaction of BATA. I would be highly grateful to you if
you would provide your genuine response by putting a tick mark in a relevant box.

I sincerely thank you for your humble co-operation.

Student
DAV Institute of Management
M.D.U. ROHTAK

Bata ………the world at your feet

Customer Satisfaction in Bata India Ltd

1. Name: _________________________________________________________

2. Address: __ _________________________________________________

________________________________________________________

3. Mobile Number: _______________________________________________________

4. E-Mail ID: _______________________________________________________

Q- 1.Age group:

A) Children [ ] B) Youth [ ]

58
 C) Middle aged [ ] D) Old aged [ ]

Q-2.Occupation:

A) Government [ ] B) Private [ ]

B) Own Business [ ] D) Student [ ]

E) Others [ ]

Q-3 Income Level

A) Less than 10000 [ ] B) 10000-20000 [ ]

B) 20000-30000 [ ] D) 30000-above [ ]

Q-4.How often do you purchase Bata footwear?

A) 3 months once [ ] B) 6 months once [ ]

B) yearly once [ ] D) more than a year [ ]

Q-5.How long do you think that footwear is durable?

A) 6 months [ ] B) 1 year [ ]
59
B) 2years [ ] D) 3 years above [ ]

Q-6.What type of footwear do you purchase in Bata?

A) Shoes [ ] B) Sport shoes [ ]

C) Executive shoes [ ] D) Kids [ ]

E) Sandals [ ] F) Ladies footwear [ ]

G) Hawaii [ ]

Q-7. What do you think about the price of the footwear?

A) Expensive [ ] B) Reasonable [ ]

C) Lower [ ]

Q-8. How do you feel the quality of the footwear?

A) Excellent [ ] B) Good [ ]

C) Average [ ]

Q-9. How do you think about the design of the footwear?

A) Excellent [ ] B) Good [ ]
60
 C) Average [ ] D) Below average [ ]

Q-10. Do you think that footwear is available according to the present trend?

A) Yes [ ] B) No [ ]

Q-11. Are you comfortable with the footwear?

A) Yes [ ] B) No [ ]

Q-12. On what occasions do you purchase Bata footwear?

A) Wedding [ ] B) Festival [ ]

C) Birthday [ ] D) Gifts [ ]

D) Generally [ ]

Q-13. Do you prefer any specified colors?

A) Black [ ] B) Grey [ ]

C) Brown [ ] D) White [ ]

E) Others [ ]
Q-14. What inspired you to purchase of Bata Foot Wear Products?

61
 A) Friends [ ] B) Relative [ ]

C) Advertisement [ ] D) Popularity [ ]

Q-15. Are you aware that Bata is leading manufacturer and supplier of Foot

Wear?

A) Yes [ ] B) No [ ]

Q-16. How is availability of Bata Foot Wear Products in the market?

A) Excellent [ ] B) Very Good [ ]

D) Good [ ] D) Average [ ]

Q-17. For how many years you are using Bata Foot Wear Products?

A) < 1 Year [ ] B) 1-2 Years [ ]

B) 2-3 Years [ ] D) More than 3 Years [ ]

Q-18. How you got response to your complaints?

A) Excellent [ ] B) Very Good [ ]

B) Good [ ] D) Fair [ ]

F) Poor [ ]
Q-19. What is the reasons for the use of particular brand?

62
 A) Service Factor [ ] B) Distribution Factor [ ]

C) Price Factors [ ] D) Features [ ]

D) Emotional Factors [ ] E) Promotional Factors [ ]

E) Others [ ]

Q-20.Did you consider product features with price as a judgment in deciding the product?

A) Yes [ ] B) No [ ]

Q-21. Are you aware of the Bata forthcoming offers?

A) Yes [ ] B) No [ ]

Q-22. If yes, how do you come to know about Bata offers?

A) Newspaper [ ]B) Electronic media [ ]

C) Direct marketing [ ] D) Broadcast [ ]

E) Others [ ]

Q-23. If no, how do you want us to advertise about our offers / which media will be
more convenient for you?

63
 A) Newspaper [ ] B) Electronic media [ ]

C) Direct marketing [ ] D) Broadcast [ ]

E) Others [ ]

Q-24.What is the reason for such a high recall?

A) TV Advertisement [ ] B) News Paper [ ]

C) Magazines [ ] D) Theatre Advertisement [ ]

E) Hoardings and wall paints [ ] F) others [ ]

Q-25.What’s your valuable suggestion for Bata India Ltd?

…………………………………………………………………………………………
…………………………………………………………………………………………
………………..

Q-26. What do you expect from Bata in future?

64
 …………………………………………………………………………………………
…………………………………………………………………………………………
………………..

****** Thank you for your co-operation******

Bata …….the world at your feet

65