A STUDY ON IMPACT OF SERVICE

MANAGEMENT IN CUSTOMER SATISFACTION

WITH REFERENCE TO GLOBAL CARGO
LOGISTICS PVT LTD.

A Project report Submitted in Partial Fulfillment for the Award of

the Degree of

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

Submitted by

Mohammed Abrar Ul Huq I

REGISTER NUMBER:1913181096125

Under the Guidance of

Dr. K.C. Balaji MBA, PhD

DEPARTMENT OF BUSINESS ADMINSTRATION

THE NEW COLLEGE (AUTONOMOUS)
CHENNAI – 600014
2019 – 2022
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 THE NEW COLLEGE, (AUTONOMOUS)
CHENNAI – 600014

CERTIFICATE

This is to certify that the project report entitled “A study on

“CUSTOMER SATISFACTION” with special reference to the
showroom “DOT MEN’S WEAR” Is a bonafide record of project
undertaken by Mr. Mohammed Arif S (1913181096150) under the
guidance of Prof. Dr. K.C. Balaji MBA, PhD submitted in the partial
fulfillment for the award of Bachelor of Business Administration.

Faculty Guide Head of the Department

Dr. K.C. BALAJI, R.VIJAYAKUMAR

MBA, PhD MBA, M. Phil

INTERNAL EXAMINER EXTERNAL EXAMINER

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 DOT MEN’S WEAR
142-292/3, Triplicane High Road
Triplicane, Chennai – 600 005
WhatsApp No: 8056231414 / Cell: 9500917653

nd
22 April, 2022

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. Mohammed Arif S (1913181096150), BBA Final year student of “The New
College (Autonomous)”, has successfully completed his project on the topic “A study on the
Customer Satisfaction with DOT MEN’S WEAR”. He was working on the project from 21st
March 2022 to 21st April 2022. His performance during the period was found to be good.

We wish him all the very best in his future endeavors.

For DOT MEN’S WEAR

Authorized Signatory
 DECLARATION

I, MOHAMMED ARIF S (1913181096150) a student of THE

NEW COLLEGE (Autonomous) Chennai. Hereby declare that the
project work entitled “A STUDY ON THE CUSTOMER
SATISFACTION” At DOT MEN’S WEAR., is done by research in
particular fulfillment of Bachelor of Business Administration. The record
of work carried out by me during the period from 21-03-2022 to 21-04-
2022 under the guidance of Dr. K.C. Balaji MBA, PhD.

I further declare that the project submitted is original and true to the best
of my belief and knowledge.

Place: Chennai

Date: Signature of the Candidate

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ACKNOWLEDGMENT

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 ACKNOWLEDGMENT

I Wish to record my deep sense of gratitude to the one and only Almighty
Allah and my parents who supported me to complete this project.

I express my sincere thanks to my principal Dr. Basheer Ahamed S.,

M.A., M. Phil., B.Ed., Ph.D. The New College (Autonomous) for
giving me great facilities for my project.

I felt it necessary to acknowledge all people who have helped me to

complete my project work. My case of obligation, gratefulness and
gratitude goes to my Head of the Department, Professor

Mr. R. VIJAYKUMAR M.B.A (FINANCE), M.B.A (MARKETING),

M. Phil.

I also wish to express my deep sense gratitude to my guide, Professor Dr.

K.C. Balaji MBA, PhD. Department of Business Administration, The
New College (Autonomous).

I wish to thank DOT MEN’S WEAR and for giving permission to take
up the study and also clarifying the doubts when required for successful
completion of the project.

MOHAMMED ARIF S

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 CONTENTS

CHAPTERS CONTENTS PAGE No.

INTRODUCTION 8

OBJECTIVES OF THE STUDY 12

1

SCOPE OF THE STUDY 14

LIMITATIONS OF THE STUDY 16

2 REVIEW OF LITERATURE 19

3 COMPANY PROFILE 23

4 RESEARCH METHODOLOGY 31

5 DATA ANALYSIS AND INTERPRETATION 36

6 FINDINGS 53

7 SUGGESTIONS 56

8 CONCLUSION 59

9 ANNEXURE: QUESTIONNAIRE 62

10 BIBLIOGRAPHY 68

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CHAPTER – 1

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INTRODUCTION OF THE STUDY

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 Introduction

This study was commenced in order to understand the operations involved in customer
satisfaction. It is to determine how the process goes on and what kind of procedure is
involved and adapted during such a study. By the end of the study, you will get a clear
understanding on how to customer satisfied in the showroom. The study contains graph,
charts etc….for better understanding of the reader with analysis and findings for easier
inferences.

Customer satisfaction, a term frequently used in marketing, is a measure of how products

supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals."

It is seen as a key performance indicator within business and is often part of a Balanced
Score card. 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
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customer’s expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.
These metrics quantify an important dynamic. When a brand has loyal customers, it gains
positive word-of-mouth marketing, which is both free and highly effective."
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be
able do this, firms need reliable and representative measures of satisfaction "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

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 Customer satisfaction is generally transactional. It measures the customer’s satisfaction with
a specific interaction. This sets it apart from more relational metrics such as Net Promoter
Score (NPS), which aim to measure a customer’s over all experience with your brand or
product. Customer satisfaction is a measure of how people feel when interacting with your
brand. It can be influenced by any number of factors, such as:

 perceived product quality

 perceived product value
 convenience
 customer expectations
 communication
 complaint handling

MEANING OF CUSTOMER SATISFACTION:

Customer satisfaction is defined as a measurement that determines how happy customers are
Satisfied Information including surveys and ratings, can help a company determine how to best
improve or changes its Products and its services.
An organization’s main focus must be to satisfy its customers. This applies to industrial firms
retail and wholesale businesses, government bodies, service companies, nonprofit organizations
and every subgroup within an organization.
Customer satisfaction refers to how well you, as a product or service provider, fulfill the needs
and expectations of your customers. This applies to any interactions before and after the sale
as well as during it.

IMPORTANCE OF CUSTOMER SATISFACTION:

Customer satisfaction is important because it hugely increases the chances of a customer
returning to do more business. Customer loyalty won’t come easy if you’re not focused on
pleasing your base.

But the importance of customer satisfaction stretches beyond retention, it’s also about improving
more generally as a business. Understanding how your customers feel about their interactions
with your brand is the best way to identify weaknesses and areas for improvement. The feedback
of your customers is extremely valuable, and if satisfaction levels are low, you know you need to
take action.

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“Satisfied customers are not only the sum total of the value of all other company assets virtually
all cost and revenue have some relationship, however weak or indirect, to customer acquisition
and customer retention.
Customer sat isfaction with a purchase depends on how well t he product's
perfor mance lives up to the customers' expectations. Customer sat isfaction is
a key influence on future buying behaviour. Satisfied customers buy again and tell
others about their good experiences dies-satisfied customer's of ten switches to compet itors
and disparage t he products to others.

The importance of customer satisfaction cannot be overstated. There is a direct correlation

between how happy customers are and how much money a business makes. Your customer
satisfaction score (CSAT) affects repeat purchases rates and customer loyalty, word of mouth
referrals, and helps to inform business decisions.

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OBJECTIVES OF THE STUDY

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 Objectives

 To analyze the satisfaction level of customer through survey at Dot Men’s Wear.

 To understanding the expectation and requirements of the customer.

 To examining trends over time in order to take action on timely basis.

 To indentify the area where improvement could be made while handling the customer.

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SCOPE OF THE STUDY

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 Scope

 To study the customer satisfaction level of the customer for the service offered by DOT
Men’s Wear.

 This survey helps the company to find its loophole in overall services which is provided
by them.

 To collect the information about the customer’s needs and wants, requirements, lifestyle
and attitude towards the shopping and their satisfaction levels.

 The main scope of finding out key areas where the customer is most satisfied and
dissatisfied.

 The study covered 115 individuals who entered the shop.

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LIMITATIONS OF THE STUDY

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 Limitation

 This study is geographically restricted to Chennai city only.

 The study is based on the customer’s feedback, so there might be changes for ignoring some
of the good and reliable customers.

 The sample size was limited to 115, hence reliability and validity of data were some extent
lacking in the survey procedure.

 The opinion elicited from research cannot be taken as the opinion of the whole population.

 Customers were involved in the store with shopping, so it was very hard to collect the answers
of questionnaires.

 Data totally depends on the respondent’s view which could be biased.

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CHAPTER – 2

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REVIEW OF LITERATURE

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 REVIEW OF LITERATURE

 Customer satisfaction is an important aspect and becomes a key to run a

successful business (Krivobokova, 2009). It also becomes the most important
focus area for worldwide companies. If customers are satisfied with the product,
they will repeat purchasing, showing loyalty, and telling good things to other
people. Otherwise, they will move to another brand or may complain and express
their dislikes to the company and others. It can have long-term impact on
company‘s image (Nair, 2013).

 Understanding Satisfaction is the level of a person's feelings after comparing the

performance or perceived results compared with expectations (Susanto, 2010).
Definition Satisfaction is a value of one's feelings whether satisfying or
disappointing produced by a process comparing the presence or appearance of a
product desirable to the expected values.

 Kotler and Armstrong (2012) defined that "customer satisfaction is the extent to
which product's perceived performance matches a buyer's expectations."
Customer satisfaction consists of several indicators, namely loyalty, satisfaction,
repurchase interest, small desire to make a complaint, the willingness to
recommend the product, and the reputation of the company (Kotler and Keller,
2012; Nguyen and LeBlanc, 1998).

 Crosby, Evan and Cowles (19900 and Kim and Cha (2002) state that customer
satisfaction is defined as an experience based on customer evaluations or
evaluations, namely reality greater than expectations, factors that influence
customer satisfaction if expectations are smaller than reality. then the customer is
not satisfied, whereas if the reality is greater than expectation then said the
customer is satisfied.

 Kotler and Keller (2008) expressed satisfaction is feeling happy or disappointed

someone emerged after comparing between perception on the performance or the
results of a product and hope- Hopes. Satisfaction is a function of perception /
impression of the performance and hope

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 S Das Prasun, 2009 Literature on customer satisfaction is voluminous and spans
several areas such as marketing, management and accounting. For example,
numerous papers use the ACSI (American Customer Satisfaction Index) to study
customer satisfaction at the company, industry and macroeconomic levels. This
paper focuses only on customer satisfaction studies that are related to retailing and
does not survey the literature that studies the design of satisfaction survey
instruments, as there is no control over survey design. The basic tenet of this
research stream is that higher service quality improves customer satisfaction,
resulting in better financial performance, although the mechanisms by which this
improvement happens vary.

 Kurniawan (2010) customer satisfaction can change over the period of time; it is
a dynamic process. The individual perception about the products or services
performance Leeds to customer satisfaction. In the present day’s retail business,
ensuring customer satisfaction in delivering the right product and service to the
end- users is the major concern for the future growth of the organization. In the
present study an. Attempt is made to find out the customer satisfaction during
purchase in retail outlets based on customer survey.

 v' Iaeobueci et al. (1994, 1995) provide precise definitions of service quality
versus customer satisfaction. They contend that service quality should not be
confused with customer satisfaction, but that satisfaction is a positive outcome of
providing good service.

 Sulek et al. (1995) find that customer satisfaction positively affects sales per
labor hour at a chain of 46 retail stores. Anderson et al. (2004) find a positive
association between customer satisfaction at the company level and Tobin’s q (a
long-run measure of financial performance) for department stores and
supermarkets.

 On the other hand, Munusamy et al. (2010) mentioned that service quality
could be defined as the difference between the customer‘s expectations of the
service with the perception of the service received.

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CHAPTER – 3

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COMPANY PROFILE

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 DOT MEN’S WEAR
ABOUT US:

DOT MEN’S WEAR was conceived out of Entrepreneurial hardship of Mr. Shahul
Hameed, in the year 2016. DOT MEN’S WEAR in Triplicane, Chennai is known to
satisfactorily cater to the demands of its customer base. The business came into existence in
2016 and has, since then, been a known name in its field. It stands located at No-142
Triplicane High Road, Triplicane-600005. DOT MEN’S WEAR is Fine clothing and budget
friendly clothing store catering to children, teenagers, professionals, etc...For those who
seeking the latest trendy styles on Instagram, DOT MEN’S WEAR Fine clothing will be
sure to accommodate the stylish young person looking for the latest in fashion trends. The
company’s small location will be easy accessible and convenient for high school students,
college students, and young professionals. Pricing will be modest, yet competitive with a
department store. There are at least 108 Clothing stores in Chepauk, out of which this
clothing store has an overall rank of 21. The business strives to make for a positive
experience through its offerings. The accepted modes of payment such as Cash, Master Card,
Visa Card, Debit Card, Credit Card, Digital Payments make every business transaction easy
and seamless, contributing to making the entire process even more effective Customer
centricity is at core of DOT MEN’S WEAR in Triplicane, Chennai and it is this belief that
has led the business to built long-term relationships. Ensuring a positive customer
experience, making available goods that are of top-notch quality is given prime importance.
It is one of the players in Casual Shirt, Formal Shirt, Denim Shirt, Round Neck T Shirt,
Formal Trousers, etc....to name a few India’s leading B2B market place, JD Mart ensures
engaging in business activities is a seamless process for small and medium enterprises as
well as large businesses. In a wake to enable these businesses to reach their offerings in
terms of the products through a digital catalogue.

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INFRASTRUCTURE

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Page | 26
 TOP SELLING FABRICS

TOP SELLING LINEN SHIRT

TOP SELLING EXCLUSIVE PARTY WEAR

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 TRENDING FABRICS

TRENDING STRIPES SHIRT

TRENDING CARGO DOUBLE POCKET SHIRT

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RECORDS

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CHAPTER – 4

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RESEARCH METHODOLOGY

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 RESEARCH METHODOLOGY

MEANING:
Research in common parlance refers to the search for knowledge. One can also define
research as “A scientific and systematic search for pertinent information on a specific topic.”
The word “method” is simply a way of accomplishment at the end. The modern world is very
fond of scientific inventors and wants to have a specific outlook of everything. Any specific
approach should have a method and or an outline to be followed to attain specific goals

NATURE OF RESEARCH

DESCRIPTIVE RESEARCH:
It helps executes to choose among the various courses of action. A descriptive study attempts
to obtain a complete description of the situation.

RESEARCH DESIGN

A Research design is the arrangement of conditions for collection and analysis of data in a
manner that combines relevance to research purpose with economy on procedure. The study
is descriptive on which analysis interprets and reports the status of an institution group, etc ,
in this study the customers of DOT MEN’S WEAR are taken into the consideration for the
purpose of analysis
SOURCE OF DATA

There are two different of collecting data, they are as follows:

 Primary data

 Secondary data

PRIMARY DATA

The primary data are those which are collected freshly and for the first time. This happens to
be original in character. Methods used to collect primary data are;

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 Questionnaire
 Schedule
 Interview
 Observation

QUESTIONNAIRE

A questionnaire is a research instrument consisting of a series of questions and other prompts

for the purpose of gathering information from the respondents. A question may be either a
linguistic used to make are quest for information, or else the request itself made an
expression. There are two types of question which are usually asked in the questionnaire.
They are closed-ended question.
SECONDARY DATA

Secondary data consist of information that already exists somewhere, which has been
collected for specific purpose in this study. The secondary data for this study is collected
from various books, websites and organization.
SAMPLING:

A sampling is a fine part of a statistical population whose properties are studied to gain
information about the whole. When dealing with the people, it can be defined as a set of
respondents selected from a larger population for the purpose of the survey. A population is a
group of individuals persons, objects or items from which samples are taken from the
measurement. For example, a population of presidents or professors, books or students.
In this study, simple random sample technique was used, with the method of sampling the
potential people you want to interview are listed e.g., a group of50 or more listed and group
of 20 may be selected in random.

SAMPLE METHOD

a) Probability sampling: In this method of sampling each unit of the population has definite
change of being included in the sample.
b) Non probability sampling: In the sampling method for selecting units of sample is
adopted. The basis of selection can be simply opportunity convince and purpose.

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SAMPLE UNIT

The main targets for this study were the customers of DOT MEN’S WEAR.

SAMPLE SIZE

The sample size chosen was 115 using random sample techniques.

DATA COLLECTION METHODS

The source of data for the purpose of the study were both primary and secondary.
Primary data was collected through questionnaire and discussions with workers whereas
Secondary data was collected from records maintained by personal department and time
Office.

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CHAPTER – 5

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DATA ANALYSIS
AND
INTERPRETATION

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 ANALYSIS 37.0

PARTICULAR RESPONDENTS PERCENTAGE

FAMILY & FRIENDS 82 71.3%
ONLINE 15 13%
ON YOUR OWN 10 8.7%
BANNERS & 8 7%
POSTERS
TOTAL 115 100%

KNOW ABOUT DOT MEN’S WEAR

FAMILY & FRIENDSONLINE ON YOUR OWN BANNERS & POSTERS

7%
9%

13%

71%

INFERENCE: 71% OF CUSTOMERS KNOW DOT MEN’S

WEAR THROUGH FAMILY & FRIENDS

7% OF CUSTOMERS KNOW DOT MEN’S WEAR THROUGH

BANNERS & POSTERS

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 ANALYSIS 38.0

PARTICULAR RESPONDENTS PERCENTAGE

0-1 YEAR 47 40.9%
1-2 YEARS 33 28.7%
2-5 YEARS 31 27%
ABOVE 5 YEARS 4 3.4%
TOTAL 115 100%

HOW LONG HAVE BEEN CUSTOMER

0-1 YEAR 1-2 YEARS2-5 YEARSABOVE 5 YEARS

3%

27%
41%

29%

INFERENCE: 41% OF RESPONDENTS HAVE BEEN

CUSTOMER SINCE 0-1 YEAR

3% OF RESPONDENTS HAVE BEEN CUSTOMER SINCE

ABOVE 5 YEARS

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 ANALYSIS 39.0

PARTICULAR RESPONDENTS PERCENTAGE

WEEKLY 7 6.1%
MONTHLY 41 35.7%
YEARLY 40 34.8%
RARELY 27 23.5%
TOTAL 115 100%

HOW FREQUENTLY DO YOU PURCHASE

WEEKLYMONTHLYYEARLYRARELY

6%
23%

36%

35%

INFERENCE: 35% OF CUSTOMERS PURCHASE MONTHLY

6% OF CUSTOMERS PURCHASE WEEKLY

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 ANALYSIS 40.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 57 49.6%
GOOD 51 44.3%
AVERAGE 5 4.3%
WORST 2 1.7%
TOTAL 115 100%

RATE THE QUALITY OF THE FABRIC

EXCELLENTGOODAVERAGEWORST

2%
4%

50%

44%

INFERENCE: 49% OF CUSTOMERS RATE EXCELLENT TO

THE QUALITY OF FABRIC

1% OF CUSTOMER RATE WORST TO THE QUALITY OF

FABRIC

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 ANALYSIS 41.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 32 27.8%
GOOD 66 57.4%
AVERAGE 15 13%
WORST 2 1.7%
TOTAL 115 100%

RATE THE OFFERS & DISCOUNTS

EXCELLENTGOODAVERAGEWORST

2%

13%
28%

57%

INFERENCE: 57% OF CUSTOMERS RATE GOOD TO

OFFERS & DISCOUNTS PROVIDED

1% OF CUSTOMER RATE WORST TO OFFERS &

DISCOUNTS PROVIDED

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 ANALYSIS 42.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 55 47.8%
GOOD 53 46.1%
AVERAGE 5 4.3%
WORST 2 1.7%
TOTAL 115 100%

SATISFIED WITH THE PAYMENT METHODS

EXCELLENTGOODAVERAGEWORST

22%

55%
21%

2%

INFERENCE: 47% OF CUSTOMERS RATE EXCELLENT TO

PAYMENT METHODS AVAILABLE

1% OF CUSTOMER RATE WORST TO PAYMENT METHODS

AVAILABLE

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 ANALYSIS 43.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 31 27%
GOOD 61 53%
AVERAGE 20 17.4%
WORST 3 2.6%
TOTAL 115 100%

RATE THE PARKING FACILITY

EXCELLENTGOODAVERAGEWORST

3%
17% 27%

53%

INFERENCE: 53% OF CUSTOMERS RATE GOOD TO THE

PARKING FACILITY

2% OF CUSTOMERS RATE WORST TO THE PARKING

FACILITY

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 ANALYSIS 44.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 54 47%
GOOD 48 41.7%
AVERAGE 11 9.6%
WORST 2 1.7%
TOTAL 115 100%

RATE THE SERVICE OF OUR STAFF

EXCELLENTGOODAVERAGEWORST

2%

9%

47%

42%

INFERENCE: 47% OF CUSTOMERS RATE EXCELLENT TO

SERVICE OF THE STAFF

1% OF CUSTOMER RATE WORST TO SERVICE OF THE

STAFF

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 ANALYSIS 45.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 40 34.8%
GOOD 53 46.1%
AVERAGE 19 16.5%
WORST 3 2.6%
TOTAL 115 100%

NUMBER OF STAFFS AVAILABLE IN THE SHOP

EXCELLENTGOODAVERAGEWORST

3%
17%
35%

46%

INFERENCE: 47% OF CUSTOMERS RATE GOOD FOR

NUMBER OF STAFFS AVAILABLE

2% OF CUSTOMERS RATE WORST FOR NUMBER OF

STAFFS AVAILABLE

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 ANALYSIS 46.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 55 47.8%
GOOD 51 44.3%
AVERAGE 8 7%
WORST 1 0.9%
TOTAL 115 100%

RATE THE INFRASTRUCTURE OF OUR SHOP

EXCELLENTGOODAVERAGEWORST

1%
7%

48%

44%

INFERENCE: 47% OF CUSTOMERS RATE EXCELLENT

TO INFRASTRUCTURE

1% OF CUSTOMER RATE WORST TO INFRASTRUCTURE

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 ANALYSIS 47.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 36 31.3%
GOOD 63 54.8%
AVERAGE 15 13%
WORST 1 0.9%
TOTAL 115 100%

RATE THE QUALITY OF OTHER ACCESSORIES

EXCELLENTGOODAVERAGEWORST

1%

13%
31%

55%

INFERENCE: 54% OF CUSTOMERS RATE GOOD TO THE

QUALITY OF OTHER ACCESSORIES

1% OF CUSTOMER RATE WORST TO THE QUALITY OF

OTHER ACCESSORIES

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 ANALYSIS 48.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 46 40%
GOOD 55 47.8%
AVERAGE 12 10.4%
WORST 2 1.7%
TOTAL 115 100%

RATE THE BILLING SYSTEM OF OUR SHOP

EXCELLENTGOODAVERAGEWORST

2%

10%

40%

48%

INFERENCE: 47% OF CUSTOMERS RATE GOOD TO THE

BILLING SYSTEM

1% OF CUSTOMER RATE WORST TO THE BILLING SYSTEM

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 ANALYSIS 49.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 39 33.9%
GOOD 57 49.6%
AVERAGE 18 15.7%
WORST 1 0.9%
TOTAL 115 100%

RATE THE SERVICE OF DOOR STEP DELIVERY

EXCELLENTGOODAVERAGEWORST

1%

16%
34%

49%

INFERENCE: 49% OF CUSTOMERS RATE GOOD TO THE

DOOR STEP DELIVERY

1% OF CUSTOMER RATE WORST TO THE DOOR STEP

DELIVERY

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 ANALYSIS 50.0

PARTICULAR RESPONDENTS PERCENTAGE

EXCELLENT 34 29.6%
GOOD 59 51.3%
AVERAGE 19 16.5%
WORST 3 2.6%
TOTAL 115 100%

RATE THE EXCHANGE/RETURN SYSTEM OF

OUR SHOP
EXCELLENTGOODAVERAGEWORST

3%

17%
30%

51%

INFERENCE: 51% OF CUSTOMERS RATE GOOD TO

EXCHANGE/RETURN SYSTEM

2% OF CUSTOMERS RATE WORST TO EXCHANGE/RETURN

SYSTEM

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 ANALYSIS 51.0

PARTICULAR RESPONDENTS PERCENTAGE

HIGHLY 49 42.6%
SATISFIED
SATISFIED 64 55.7%
DISSATISFIED 1 0.8%
HIGHLY 1 0.8%
DISSATISFIED
TOTAL 115 100%

SATISFIED WITH THE UPDATES OF

SEASONING TRENDS
HIGHLY SATISFIED SATISFIEDDISSATISFIEDHIGHLY DISSATISFIED
1%1%

42%

56%

INFERENCE: 55% OF CUSTOMERS ARE HIGHLY SATISFIED

WITH THE SEASONING TRENDS

1% OF CUSTOMER IS DISSATISFIED AND HIGHLY

DISSATISFIED WITH THE SEASONING
TRENDS

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CHAPTER – 6

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FINDINGS OF THE STUDY

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 FINDINGS

 71.3% of Customers Know DOT MEN’S WEAR Through Family & Friends.

 40.9% of Respondents Have Been Customer Since 0-1 Year.

 35% of Customers Purchase Monthly From the Shop.

 49% of Customers Rate Excellent For The Quality of Fabric.

 57% of Customers Rate Good For Offers & Discount Provided.

 47% of Customers Rate Excellent For Payment Methods Available.

 53% of Customers Rate Good For The Parking Facility.

 47% of Customers Rate Excellent For Service of The Staff.

 47% of Customers Rate Good For Number of Staffs Available.

 47% of Customers Rate Excellent For Infrastructure.

 54% of Customers Rate Good For Quality of Other Accessories.

 47% of Customers Rate Good For The Billing System.

 49% of Customers Rate Good For The Door Step Delivery.

 51% of Customers Rate Good For Exchange/Return System.

 55% of Customers Are Highly Satisfied With The Seasoning Trends.

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CHAPTER – 7

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SUGGESTIONS

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 SUGGESTIONS

 The DOT MEN’S WEAR can expand the delivery radius.

 They may improve the parking area, to reduce traffic.

 They should improve their advertisement methods to attract more customers.

 They should increase in stock.

 They should be more cooperative with the customers.

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CHAPTER – 8

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CONCLUSION

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 CONCLUSION

Customer satisfaction is a customer-based way of measuring a firm's performance by

assessing whether perceived benefits of a product or service meet or even exceed
customers' expectations. It has been often assumed that satisfied customers are good for
business. However, is a satisfied customer a profitable one.

These are the conclusion from the analysis of data from DOT MEN’S WEAR. This study
on customer satisfaction at the DOT MEN’S WEAR has found that the overall customer
satisfaction level is really good. Few short comings in customer satisfaction have been
found out and for which the recommendation have been given in the preceding pages. The
management has to take notice of this suggestion for attracting more customers to the store
in the future.

In conclusion, the connection between customer satisfaction and profitability is not so clear
as it might be superficially assumed to be. In my opinion, however, it is important to find
the right balance. Even though customer satisfaction is definitely not the only or the most
important variable. influencing a business' profitability, it is still important for a company
to take into consideration customers' needs and provide customer value as a way of
achieving corporate goals.

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CHAPTER – 9

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ANNEXURE: QUESTIONNAIRE

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 QUESTIONNAIRE

A study on customer satisfaction with special reference to DOT

MEN’S WEAR.

1. How do you come to know about DOT Men’s Wear?

A) Online
B) Family & Friends
C) Banners & Posters
D) On your own

2. How long you have been customer of our shop?

A) 0-1 Year
B) 1-2 Years
C) 2-5 Years
D) Above 5 Years

3. How frequently do you purchase in our shop?

A) Weekly
B) Monthly
C) Yearly
D) Rarely

4. How do you rate the quality of the fabric?

A) Excellent

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 B) Good
C) Average
D) Worst

5. How do you rate offers & discounts given by our shop?

A) Excellent
B) Good
C) Average
D) Worst

6. How are you satisfied with the payment methods available in our shop?
A) Excellent
B) Good
C) Average
D) Worst

7. How do you rate the parking facility of our shop?

A) Excellent
B) Good
C) Average
D) Worst

8. How do you rate the service of our staff?

A) Excellent
B) Good

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 C) Average
D) Worst

9. How are you satisfied with the number of staffs available in the shop?
A) Excellent
B) Good
C) Average
D) Worst

10. How do you rate the infrastructure of our shop?

A) Excellent
B) Good
C) Average
D) Worst

11. How do you rate the quality of other accessories?

A) Excellent
B) Good
C) Average
D) Worst

12. How do you rate the billing system of our shop?

A) Excellent
B) Good

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 C) Average
D) Worst

13. How do you rate the service of our door step delivery?
A) Excellent
B) Good
C) Average
D) Worst

14. How do you rate the exchange/return system of our shop?

A) Excellent
B) Good
C) Average
D) Worst

15. How are you satisfied with the updates of seasoning trends?
A) Highly satisfied
B) Satisfied
C) Dissatisfied
D) Highly dissatisfied

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CHAPTER – 10

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BIBLIOGRAPHY

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 BIBLIOGRAPHY

1. www.indiainfo.net – Dot Men’s Wear

2. www.justdial.com – Dot Men’s Wear
3. www.wikipedia.com – Customer satisfaction.
4. www.scribd.com – Advantages of customer satisfaction.

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