A STUDY ON CUSTOMER SATISFACTION ON

BHATBHATENI SUPERMARKET

A Project Work Report

By:

Shreya Shrestha
BBS 4th year

T.U. Roll no: 710730003

T.U. Regd. No.: 7-2-1073-0037-2017

Himalaya Darshan College, Biratnagar

Submitted to:

Faculty of Management

Tribhuvan University

Kathmandu

In partial fulfillment of the Requirement for the Degree of

BACHELOR OF BUSINESS STUDIES (BBS)

Biratnagar, Nepal

January,2022
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DECLARATION
I hereby declare that the project work entitled ‘‘A STUDY ON CONSUMER SATISFACTION OF
BHATBHATENI SUPERMARKET’’ submitted to the Faculty of Management, Tribhuvan University,
Kathmandu is an original piece of work under the supervision of Mr.Bharat Sapkota, faculty
member, Himalayan Darshan College, Biratnagar and is submitted in partial fulfillment of the
requirements for the award of the degree of Bachelor of Business Studies (BBS). This project
report has not been submitted to any other university or institution for the award of any degree
or diploma.

Signature:……………………………….

Shreya Shrestha

Date:
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SUPERVISOR’S RECOMMENDATION

The project report entitled ‘‘A STUDY ON CONSUMER SATISFACTION OF BHATBHATENI

SUPERMARKET’’submitted by Shreya Shrestha of Himalayan Darshan College, Biratnagar, is
prepared under my supervision as per the procedure and formal requirements laid by the
falculty of management, Tribhuvan University, as partial fulfillment of the requirements for the
degree of bachelor of Bachelor of Business Studies (BBS). I therefore, recommend the project
work report for evaluation.

Signature:……………………………..

Mr.Bharat Sapkota

Date:
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ENDORSEMENT

We hereby endorse the project report entitled ‘‘A STUDY ON CONSUMER SATISFACTION OF
BHATBHATENI SUPERMARKET’’ submitted by Shreya Shrestha of Himalayan Darshan College,
Biratnagar, in partial fulfillment of requirement for the degree of Bachelor of Business Studies
(BBS) for external evaluation.

Signature:……………………….. Signature:…………………..

Mr.Bheshraj Sharma Mr. Bharat Sapkota

Chairman, Management Research Committee Date:

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ACKNOWLEGEMENT

This project work entitled ‘‘A STUDY ON CUSTOMER SATISFACETION ON BHATBHATENI

SUPERMARKET’’ prepared and submitted to the faculty of management as a partial fulfillment
of the requirement of Bachelors of Business Studies (BBS).

I would like to thank MR. BHARAT SAPKOTA, my respected thesis supervisor for assigning us
this case study. His useful suggestion for this whole work and co-operative behavior are
sincerely acknowledged. I would like to thank our campus chief Mr. Bharat Sapkota fow whole
support.

Lastly, I would like to express my special thanks to my friends, management research

committee and family for their motivation and necessary helps throughout the course of study.
It will be pleasure if this report could be help to anybody concerned.

……………………………………..

Shreya Shrestha

Date:…………………………….
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TABLE OF CONTENTS

Title page i

Declaration ii

Supervisor’s Recommendation iii

Endorsement iv

Acknowledgment v

Table of contents vi-vii

List of tables and figures viii

Abbreviations ix

Chapter- 1: INTRODUCTION
1.1 Background of the study 1

1.2 Profile of the Bhatbhateni Supermarket 3

1.3 Statement of the study 4

1.4 Objectives of the study 4

1.5 Significance of the study 4

1.6 Literature Review 4

1.6.1 Conceptual Framework 4

1.6.2 Importance of Customer Satisfaction 5

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1.6.3 Review of previous studies 6

1.7 Research methods 7

1.7.1 Types of research 7

1.7.2 Population and sampling 7

1.7.3 Sources of data 7

1.7.4 Tools and Techniques for analysis of data 8

1.8 Limitations of the study 8

1.9 Organization/ Structure of the study 8

CHAPTER-II: RESULT AND ANALYSIS

2.1 Presentation of Data and Analysis 9-18

2.2 Major Findings 19

CHAPTER-III: SUMMARY AND CONCLUSION

3.1 Summary 20

3.2 Conclusion 21

BIBLOGRAPHY

APPENDICES
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LIST OF TABLES AND FIGURES

1. Gender wise of respondents 9

2. Age group wise 10
3. Occupation wise 11
4. Income level 12
5. Reasons for choosing BBSM 13
6. Service delivery 14
7. Extra facilities 15
8. Basis of location 16
9. Total time of being a customer 17
10. Customer recommendation 18
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ABBREVIATIONS

BBSM- Bhatbhateni Supermarket

i.e. - that is

CRM- Customer Relationship Management