RESEARCH PROJECT

“A STUDY ON CUSTOMER SATISFACTION TOWARDS BATA

COMPANY (FOOTWEAR) IN WEST DELHI”

Submitted in partial fulfilment of the requirements for the award of the degree of

Bachelor of Business Administration (General)

To

Guru Gobind Singh Indroaprastha University, Delhi

Submitted To: Submitted by:

Dr. PREETI VATS Chanchal Sharma
Assistant Professor (02696701721)
BBA 3RD SEM

Session (2021-24)

Kamal Institute of Higher Education and Advance Technology

(Affiliated to Guru GobindSingh Indraprastha University)

(K-1 Extension, Mohan Garden, New Delhi)

 CERTIFICATE

This is to certify that project title “A STUDY ON CUSTOMER SATISFACTION TOWARDS

BATA COMPANY (FOOTWEAR) IN WEST DELHI” is the original work of CHANCHAL
SHARMA (02696701721) students of BBA 3rd Semester and has duly completed her project
under my guidance and supervision up to my satisfactory level.

This work has been done in partial fulfillment of the requirement for the award of the degree of
Bachelor of Business Administration from Kamal Institute of Higher Education and Advance
Technology, GGSIPU and has not been submitted anywhere in any other university for the
award of any degree.

Dr. Preeti Vats

Assistant Professor
KIHEAT
 DECLARATION

I hereby declare that the project report, entitled “A Study on Customer Satisfaction towards
BATA Company in West Delhi., is basedon my original study and has not been submitted
earlier for award of any degree or diploma to any institute or university. The work of other
author(s), wherever used, has been acknowledged at appropriate place(s).

Place: New Delhi Candidate’s Signature

Date: CHANCHAL SHARMA
Enroll no. 02696701721

Countersingned
Dr. Preeti Vats Dr. Anudeep Arora
(KIHEAT Assistant Professor) (Director of KIHEAT)
 ACKNOWLEDGEMENT

I wish to express my silence my sincere gratitude to all those with whom I worked and whose
thoughts and inspection contributed towards the completion of this project.

This project would not have started and much less completed without the encouragement and
support of faculty guide DR. Preeti Vats without whose valuable insights the project would not
have seen daylight.

Finally, I would also like to thank all my dear friends for their kind corporation , advice and
encouragement during the long and ardous task of preparing this report and carrying out the
project.

At last but not the least , I would like to acknowledge my dear family member whose blessing,
inspiration and encouragement have resulted in the successful completion of the project.

CHANCHAL SHARMA Dr. PREETI VATS

02696701721 (INTERNAL GUIDE)
BBA (3rd SEMISTER) Assistant professor
 TABLE OF CONTENT

S TOPICS PAGE NO.

NO.
1. Chapter -1 Introduction 6-12
1.1 Introduction to topic 7
1.2 Introduction regarding customer satisfaction 7
1.3 Scope of study 8
1.4 Statement of the problem 8
1.5 Marketing strategy of bata india 8
1.6 Strengths in the swot analysis of bata – bata swot analysis 9
1.7 Weakness in the swot analysis of bata – bata swot analysis 9
1.8 Opportunity in the swot analysis of bata – bata swot 9
analysis
1.9 Threats in the swot analysis of bata – bata swot analysis 10
1.10 Bata showrooms locations in west delhi 11
1.11 Pictures of some bata showrooms 12
2 Chapter-2 Literature Review 13-16
2.1 Literature review 14-16
3 Chapter-3 Research Methodology 17-19
3.1 Research Methodology 18
3.2 Objectives 19
4 Chapter-4 Data Analysis and Interpretation 20-35
4.1 Data Analysis and Interpretation 21-35
5 Chapter-5 Findings, Conclusion and Suggestions 36-38
5.1 Finding and Recommendation 37
5.2 Suggestions 38
5.3 Conclusions 38
6 Bibliography 39
7 Annexure 40-42
 CHAPTER -1

INTRODUCTION
 INTRODUCTION

Bata India is the largest retailer and leading manufacturer of footwear in India and is a part of
the Bata Shoe Organization.

Incorporated as Bata Shoe Company Private Limited in 1931, the company was set up initially as
a small operation in Konnagar (near Calcutta) in 1932. In January 1934, the foundation stone for
the first building of Bata’s operation - now called the Bata. In the years that followed, the overall
site was doubled in area. This township is popularly known as Batanagar. It was also the first
manufacturing facility in the Indian shoe industry to receive the ISO: 9001 certification.
The Company went public in 1973 when it changed its name to Bata India Limited. Today, Bata
India has established itself as India’s largest footwear retailer. Its retail network of over 1375
stores gives it a reach / coverage that no other footwear company can match. The stores are
present in good locations and can be found in all the metros, mini-metros and towns.

Bata’s smart looking new stores supported by a range of better quality products are aimed at
offering a superior shopping experience to its customers.

The Company also operates a large non retail distribution network through its urban wholesale
division and caters to millions of customers through over 30,000 dealers.

Bata Shoe Company is one of the largest companies not only in Bangladesh but also in
manyother countries. Bata Shoes is a large, family owned shoe company based in Bermuda
butcurrently headquartered in Lausanne, Switzerland, and operates 4 business units worldwide–
Bata Europe, Bata Emerging Markets, Bata Branded Business and Bata North America. It has
aretail presence in over 50 countries and production facilities in 26 countries. In its history
thecompany has sold more than 14 billion pairs of shoes. In 1985 Bata Shoe listed in Dhaka
StockExchange. At this moment, its shares are traded in our two stock exchanges (DSE& CSE).

INTRODUCTION REGARDING CUSTOMER

SATISFACTION

Customer satisfaction is one of the prime objectives in present retail sector. With the advent of
different market players the inclination for usage of a particular brand has increased. The
American Marketing Association defines a brand as “A name, term, sign, symbol or design or a
combination of them, intended to identify the goods and service of one seller or group and to
differentiate them to those for competitors”. The research was aimed to explore the pattern of
brand preference towards domestic and foreign footwear products and its antecedents taking age
and gender as a case among Dire Dawa administration residence. As the world is turning into a
global village, new products from abroad are finding their way into the country, the trend of
consumption by native people is changing becoming more prone to buying foreign and
international brands than the local ones since the of advance in communication and information
system technology have shrunk distance and homogenized the values, fashion and preference
and attitude of the world‟s population.

SCOPE OF STUDY

This project is made to give an approach for calculating market structure in terms of customer
satisfaction towards purchase of Bata goods. To market out why customer prefer Bata. To
distinguish customer satisfaction level towards Bata. To learn brand awareness. The result of the
study will help out Bata Company to rectify their fault and to come out with new preparation and
promotional activity which help to create a good place in footwear industry again.

STATEMENT OF THE PROBLEM

Customer satisfaction assessment of footwear industry in Bangladesh: A study based on Bata

shoe company (Bangladesh) Ltd. “To identify customer satisfaction level of Bata and compare
Bata with other shoe. Since the shoes are important fashion product the quality and durability of
the shoes should be taken into consideration. Hence consumer satisfaction and preference
towards Bata shoe should be analyzed. The study consumer behaviour helps everybody as all are
consumers. It is essential for marketers to understand consumer to survive and succeed in this
competitive marketing environment.

Marketing Strategy Of Bata India

Bata’s adaptation strategy is close to none despite being an international brand it provides
Indians with affordable footwear with keeping the local taste in mind and that is what helped it in
becoming the leading brand in terms of sales revenue in the footwear industry.
Let’s start analyzing the marketing strategy of Bata India.

Strengths in the Swot Analysis of Bata – Bata Swot Analysis

 Marketing Strategy: A marketing strategy is good if a company is generating a good profit

and has a good brand image.
 Online Marketing Initiatives: Bata is taking advantage of online marketing and marketing its
products through Google Ads, Instagram, Facebook, and other social media and online
platforms. Thus we can say that the advertising & marketing plan of the Bata is good.
 Use of Market Analytics: Analysis marketing strategy depends on the market situation. Bata
is always using market analytics to formulate marketing strategies. The marketing and
strategic management practices of Bata are good.
 Branding Strategy: Bata’s branding strategy is good and using an aggressive promotional
strategy to promote its products and services on Television and Radio Ads.
 Excellent positioning: As a trendy and inexpensive footwear brand, Bata has positioned itself
very well. Bata is the most preferred brand in India.
 Cost Advantage: It is very evident that Bata has a cost advantage and can produce a wide
selection of shoes at a very inexpensive price.
 Fashion and Style: Bata shoes and accessories are now very stylish and durable. Pricing is
also good. People in India have complete trust in Bata Footwears.
 Global Footprints: With manufacturing facilities in 23 countries, Bata is present in more than
70 countries. Bata has more than 30000 employees. Bata serves about 1 million people per
day. Bata is present in India and is the most trusted brand among Indians.
 Deep Market Penetration: The market has been penetrated very well by Bata. Bata has a
presence in big towns and regional villages. This helps to retain its customer base and also to
catch the new business demand generated.
 Distribution Network: With around 5300 retail outlets worldwide, Bata has a very strong
distribution network around the world, of which more than 1200 are based in India. Network
partners in distribution channels are generating high profits. The network of Bata is very
strong and connected.

Weakness in the SWOT Analysis of Bata – Bata SWOT Analysis

 Declining Market Share: Bata has been exposed to strong competition; this does not allow Bata to have a
high market share. The market share of Bata has been reduced to 6 percent due to other competitive brands
and local brands.
 Declining Sales: Due to the entry of global and national players in the Footwear market sales of Bata are
declining.
 Controversies: Bata has been fined by the Consumer forum of India for selling the paper bags for 3 rupees.
This has ruined the image of Bata. The company must try to stay away from this type of controversy.

Opportunity in the SWOT Analysis of Bata – Bata SWOT Analysis

 Fashion Symbol: Footwear is now considered a symbol of fashion and sales are now bound to
rise. This offers opportunities for Bata to raise its sales.
 Increasing demand in Rural Markets: In developing nations, Bata has a large presence. Rural
economies are rising at a fast pace in developing nations. In the rural sector, Bata needs to
take advantage of the demand produced. This would continue to improve the bottom-line.
 Premium Footwear Demand: There is a growing demand in the premium footwear industry,
especially in developing countries where living standards are increasing.


 Threats in the SWOT Analysis of Bata – Bata SWOT Analysis

 Duplicate Products: The footwear industry is also vulnerable to the imitation of products.
Duplicate products not only reduce sales but also has a negative effect on brand identity.
 Tough Competition: Bata faces tough competition from other existing and upcoming footwear
brands. Increasing Competition causes a change in pricing, discount offers, and sales which is
a major threat to Bata.
 Government Rules and Regulation: Government Rules and Regulations for Foreign
companies and companies working in the Footwear Industry can be a major threat to Bata.

BATA SHOWROOMS LOCATIONS IN WEST DELHI

PICTURES OF SOME BATA SHOWROOMS
 CHAPTER- 2

LITERATURE REVIEW
Elizabeth Kelion, (2021)
The study adopted a desktop literature review method (desk study). This involved an in-depth
review of studies related to factors influencing growth of fashion leather shoes. This article
reviewed recorded sources to present the current state of leather shoe industry Fridah Karimi
Kobia, Godfrey Kinyua(2021)An Empirical Analysis of the Relationship between Product
Development and Performance of Outlets of Bata Shoe Company in Nairobi City County, Kenya
Performance of firms in the leather industry has experienced fluctuation in the last couple of
years, a situation that has been compounded by availability of imported low cost second hand
leather products in the market. Notably, manufacturers of leather products in Kenya have been
overly exposed to intense price based competition, which has resulted in jostling and shift of
market share amongst the players. It’s therefore imperative for management of firms in the
leather industry to embrace new ideas which can stimulate enhanced acceptability of locally
manufactured leather products.

P Makovholo, N Batyashe, T Sekgweleo, Tiko Iyamu (2017)

Over the past two decades, there has been rapid change in technologies and their innovations.
Organisations’ continuous increasing reliance on information technology (IT) is therefore
challenged. This has inevitably caused many organisations to adopt “quick fixes”, to support and
enable their strategies. What is even more problematic is how the technologies are innovatively
used or diffused, which is expected to transform, support and enable competiveness.

Taposh Ranjan Sarker 2017,

“Customer perception towards two giant footwear companies: BATA ''A study on standard
procedure and time setting for servicing of single jersey and double jersey knitting machines is
done in this work. Servicing is a very vital point for keeping machine performance well and for
better fabric quality. Here we worked on single jersey and double jersey knitting machines
servicing procedure and time setting. www.ijcrt.org © 2022 IJCRT | Volume 10, Issue 7 July
2022 | ISSN: 2320-2882 IJCRT2207602 International Journal of Creative Research Thoughts
(IJCRT) www.ijcrt.org e606 Prof. Mr.D. Nithyananth,

Mr.K.R. Rajkumar 2016,

“A study on Marketing Research on customer satisfaction of BATA product” this methodology
explains about the overall objective research design, data collection method, sampling procedure,
construction of questionnaire tools of analysis. Data constitute foundation and the statistical
analysis and interpretation, the first important step in the project work is to obtain data collection
by the primary method and suggested the customer like the price, offers, quality of BATA is
good and satisfaction. Bhasin, 2016 by incorporating strategy at the product level, the brands can
distinguish themselves from the similar products in the markets and customers will view the
products differently. Researchers have been fascinated by innovation and differentiation of
products.

According to Zairi (2000)

the feeling of pleasure and expectation fulfillment is known as Satisfaction. Ifthe product can not
satisfy customer feelings they will be dissatisfied, and if product satisfies them after the use
customer will be satisfied and become loyal to that product or brand. In other words customer
satisfaction is about those goods or services which fulfill the customer expectation in terms of
quality and service for which he has paid. If Customer satisfaction develops they will become
loyal to that product or brand and their loyalty will be good for the company in sense as a Profit.
Customer satisfaction is the part ofmarketing and play important role in the market. In any
organization satisfaction of customer is more important, because if your customer is satisfied
with your services or products, your position will be good in the market.

Oliver (1981)
describes in his study that customer satisfaction is the part of marketing and play important role
in the market. In any organization satisfaction of customer is more important, because if your
customer is satisfied with your services or products, your position will be good in the market. In
old times customer satisfaction was not too much important and people were not focused on
quality. But now a day’s competition is taught and customer is aware of all the products and
companies due to education and learning environment and this is the reason that every business
is concern to fulfill properly customers need and wants. Concerning all types of business
organization customer satisfaction is the most important issue, and considered as most reliable
feedback, for the excellence of any business organization (T. W., 2001).

Veloutsou (2005)
describes in his study regarding customer satisfaction tangible products and services, there is a
distinction. This distinction between 14 tangible and intangible goods becomes coz different
factors of customer satisfaction, and that is why they should be treated separate and distinct S
Churcill (1982) customer satisfaction has overall reaction of expectation of consumption with a
product or service on the base of perception, evaluation and psychological reaction.

According to Kottler (2000)

Satisfaction is the sum of attributes ofproduct or service. Kurniawan (2010) customer satisfaction
can change over the period oftime; 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 ofthe organization. In the present study an
attempt is made to find out the customer satisfaction during purchase in retail outlets based on
customer survey. 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.

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.

Babakus et al. (2004)

link customer satisfaction to product and service quality within retail stores and find that product
quality has a six significant impact on store-level profits. Research on customer satisfaction
usually views employees as facilitators of the sales process who are critical to improving the
conversion ratio, by providing information to the customers on prices, brands, and product
features and by helping customers to navigate store aisles, finding the product and even cross-
selling other products.
 CHAPTER – 3

RESEARCH METHODOLOGY
Research methodology is a way of explaining how a researcher intends to carry out their
research. It's a logical, systematic plan to resolve a research problem. A methodology details a
researcher's approach to the research to ensure reliable, valid results that address their aims and
objectives. It encompasses what data they're going to collect and where from, as well as how it's
being collected and analyzed.

The Research methodology is pre-plan which direct a researcher to gather a required data to
study a problem. It will gather in 2 ways secondary and primary.

1.SECONDARY DATA COLLECTION:

When the facts are amassed by way of someone else for a reason other than the researcher’s
cutting-edge project and has already gone through the statistical evaluation is known as as
Secondary Data.The secondary records are with no trouble available from the other sources
and as such, there are no precise series methods. The researcher can reap records from the
sources each interior and external to the organization.

2.PRIMARY DATA COLLECTION:

When the statistics are collected at once through the researcher for the first time is known as
as Primary Data. It is original in nature and is particular to a research trouble underneath study.

SURVEY METHOD:

The essence of survey method can be defined as “questioning individuals on a subject or

matters and then describing their responses”. In business research survey technique of
primary information collection is used in order to check concepts, mirror mind-set of people,
establish the level of customer satisfaction, behavior segmentation lookup and a set of other
purposes. Survey technique can be used in both, quantitative, as well as, qualitative studies.

SAMPL ESIZE;

The chosen sample is 50.

1. Sampling unit Individual customers

2. Sampling method Random sampling
3. Sampling size 50 customers
4. Sampling plan Questionnaires
5. Sample area Bidar city
 OBJECTIVES

1. To understand the buying behaviour of the customer towards Bata products.

2. To analysis the level of satisfaction towards Bata products.
3. To determine the major factors influencing the customers to buy Bata products.
4. To know customer problem and opinions about Bata products

LIMITATIONS OF THE STUDY:

1.The survey has been conducted only for 50 respondents.

2.The contemplate is led from the client's perspective.
3.Secondary statistics of employer constantly makes in prefer of the business enterprise that’s
why trouble occurs.
4.It consists of few questions and answer session, so most of the human beings avoid itand that’s
why we get little incorrect response in the questionnaire.
5. That several effects came out as modifications the areas.
 CHAPTER – 4

DATA ANALYSIS AND

INERPRETATION
 1. From where did you come to know about bata.

S RESPOSE NO. OF % OF
NO. RESPONSE RESPONSE
1 FRIENDS 28 56%
2 FAMILY 6 12%
3 ADVERTISEMENTH 16 32%
TOTAL 50 100%

Analysis:
From the above graph, more than 56% of respondents be aware of about
BATA sneakers from friends, 12% from family and 32% from
advertisement.

Interpretation:
From the analysis it was determined that most of the respondent
answered that they be aware of about BATA sneakers mostly from
friends
 2. What did you like in BATA.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1 QUALITY 33 66%
2 PRICE 8 16%
3 RANGE OF 3 6%
PRODUCT
4 EASY 6 12%
AVAILABILITY
TOTAL 50 100%

Analysis:
From the above graph, 66% of respondents like quality in BATA
footwear and price 16%, range of product 6%, 12% easy availability.

Interpretation:
From the evaluation it was found that most of the respondent spoke
back that they like quality in BATA footwear.
 .
3. What are the options you get in BATA.

S NO. REAPONSE NO. OF % OF

RESPONSE RESPONSE
1. FORMALS 29 58%
2. CASUALS 6 12%
3. SPORTWEAR 4 8%
4. ALL 11 22%
TOTAL 50 100%

Analysis:
From the above graph, 58% of respondents like formals in BATA
footwear and 12% casuals, 8% sportswear, 22% all.

Interpretation:
From the analysis it used to be found that most of the respondent
answered that they like to buy casuals from options.
 4. When you are willing to buy shoes.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. SEASONAL 26 52%
2. OCCASIONAL 20 40%
3. CAN’T SAY 4 8%
TOTAL 50 100%

Analysis:
From the above graph, 52% of respondents buy BATA footwear in
seasonal and 40% occasional, 8% can’t say.

Interpretation:
From the evaluation it was once found that most of the respondent
replied that they like to purchase seasonal.
 5. What do you prefer in shoes.

S NO. RESPONSE NO. % OF

RESPONSE RESPONSE
1. QUALITY 10 20%
2. PRICE 6 12%
3. RANGE OF 5 10%
PRODUCTS
4. DURABILITY 29 58%
TOTAL 50 100%

Analysis:
From the above graph, 58% of respondents to buy durability BATA
footwear 20% quality, 12% price, 10% range of products
.
Interpretation:
From the analysis it used to be located that most of the respondent
answered that they like to buy
longer durability footwear.
 6. What product range are you looking for.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. CASUALS 20 40%
2. FORMALS 10 20%
3. SPORTWEAR 5 10%
4. ALL 15 30%
TOTAL 50 100%

Analysis:
From the above graph, 40% of respondents looking for casual BATA
footwear 20%, formals, 10% sportswear, 30% All.

Interpretation:
From the analysis it was once found that most of the respondent
responded that they searching for casuals shoes in BATA.
 7. From where do you buy shoes.

S RESPONSE NO. OF % OF
NO. RESPONSE RESPONSE
1. MALLS 3 6%
2. DEPARTMENTAL 2 4%
STORES
3. REATAILERS 30 60%
4. CAN’T SAY 15 30%
TOTAL 50 100%

Analysis:
From the above graph, 60% of respondents looking in retail store. 4%
departmental stores, 6% malls, 30% can’t say.

Interpretation
From the evaluation it used to be discovered that most of the respondent
answered that they looking for BATA footwears in retail stores.
 8. What is your satisfaction level according to the BATA
products.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPOSNE
1. VERY 10 20%
SATISFY
2. SATISFY 20 40%
3. NEUTRAL 15 30%
4. DISSATISFIED 5 10%
TOTAL 50 100%

Analysis:
From the above graph, 40% of respondents are satisfy with BATA
products. 20%,very satisfy, 30% neutral, 10% dissatisfied.

Interpretation:
From the evaluation it was once found that most of the respondent
answered that they satisfy through BATA products.
 9. How many member use BATA products in your family.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. ME 28 56%
2. 1-2 10 20%
3. MORE 12 24%
THAN 2
4. ALL - 05%

Analysis:
From the above graph, 56% of respondents is one me of BATA
products. 20% ,1-2 member, 24% more than 2 members 0% all family
member.

Interpretation:
From the analysis it used to be observed that most of the respondent
replied that they are the user of BATA products.
 10. Do the products of other company provide that much
of quality compared to BATA.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. YES 13 26%
2. NO 10 20%
3. CAN’T SAY 27 54%
TOTAL 50 100%

Analysis:
From the above graph,54% of respondents can’t say, 26% say yes, 20%
say no compared to BATA products.

Interpretation:
From the evaluation it was once observed that most of the respondent
replied that they are can’t say about quality of BATA products.
 11. Are you satisfied with brand BATA.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. YES 32 64%
2. NO 18 18%
3. CAN’T SAY 0 0
TOTAL 50 100%

Analysis:
From the above graph,64% of respondents say they satisfied with
BATA products. And 36% customer says not satisfied with BATA
brand and 0% customer can’t say about BATA brand.

Interpretation:
From the analysis it was once found that most of the replied that they
are satisfy with BATA products.
 12. Are the price of bata shoes capable to attract
customers.

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. YES 10 20%
2. NO 12 24%
3. CAN’T SAY 28 56%
TOTAL 50 100%

Analysis:
From the above graph,56% of respondents they can’t say about
attraction towards price of BATA shoes. And 24% customer says not
attracted price BATA shoes and 20% customer says yes to shoes price
of BATA.

Interpretation:
From the evaluation it was once discovered that most of the respondent
answered that they can’t say about price of BATA Shoes.
 13. Is all the products range available in BATA
showrooms.

SSSSSSS RESPONSE NO. OF % OF

NO. RESPONSE RESPONSE
1. YES 12 24%
2. NO 12 24%
3. CAN’T SAY 26 52%
TOTAL 50 100%

Analysis:
From the above graph,52% of respondents they can’t say about all
range of price BATA products. And 24% customer says yes about price
of BATA products. and 24 customer says no all range of price to shoes
price of BATA.

Interpretation:
From the evaluation it used to be observed that most of the respondent
answered that they can’t say about all range price of BATA products.
 14. Do the products of other company provide that much
good quality compared to BATA .

S NO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. YES 5 10%
2. NO 18 36%
3. CAN’T SAY 27 54%
TOTAL 50 100%

Analysis:
From the above graph, more than 54% of respondents say that they
can’t say about quality of BATA products, 36% of say no, 10% say yes
to the quality of BATA products.

Interpretation:
From the analysis it was determined that most of the respondent
answered that they say can’t say about BATA product quality.
 15. Do you find value for money in BATA.

SNO. RESPONSE NO. OF % OF

RESPONSE RESPONSE
1. YES 29% 58%
2. NO 10% 20%
3. CAN’T SAY 11% 22%
TOTAL 50 100%

Analysis:
From the above graph, more than 58% of respondents say that they say
yes about value for money of BATA products, 20% of say no, 22% say
can’t to value for money of BATA.

.
Interpretation:
From the evaluation it was once found that most of the respondent
answered that they say Yes it’s value for money about BATA product.
 CHAPTER – 5

FINDINGS, CONCLUSION AND

SUGGESTIONS
 FINDINGS AND RECOMMENDATION

1. It was found that most of the respondent spoke back that they buy sneakers in exclusive days
due to the fact it depends on their desires.
2. Majority of respondent stated that they would like to purchase footwear largely speakme from
retailer due to the fact of on hand & comfort.
3.Most of the respondents come to apprehend about Bata thru phrase of mouth communication.
4. Most of the respondent influenced through ability of their friends who have been professiona
and longer relation with Bata because of that they obtained influenced.
5. Majority of respondent the usage of Bata sneakers from 1 12 months due to the fact they had
been not mindful about Bata offerings at Bidar due to the purpose lack of industrial and
awareness.
6. Majority of respondents the usage of Bata shoes due to its brand name due to the fact the Bata
manufacturer is one of the well-known company in sneakers amongst its clients and this
company is known for its excessive fantastic and service of the product.
7. Number of respondents didn’t use Bata footwear for their childrenthough footwear is
appropriate great and relaxed the business enterprise need to create attention amongst customers.
8. Majority of respondents are comfy with the Bata merchandise because of high sturdiness of
product and long lasting.
 SUGGESTIONS

1.The advertisement for Bata product can be further increased, hence it can promote sales.
2.The variety of the product can be increased and further development.
3.The availability of Bata product can be increased, thus every people can make use of it.
4.If promotion of Bata footwear increases in rural areas it may increase in sales. 
5.Large production of Bata footwear may increase the its availability and sales throughout the
year.

CONCLUSION

1. In modern economy, it is very important to know about the customer satisfaction of any
product.
2. The study shows that the customer are satisfied in using the Bata product.
3. The brand attracts and influence to buy the Bata footwear products.
4.The quality, availability and the variety are also the important factors that influence the people
to buy the Bata product.
5. Hence Bata footwear are waterproof it may used for all seasons.
6. Major reason for its profitability is its long lasting quality.
7.It is also largest branded PU footwear manufactures in India.
8. Most customer are satisfied with the Brand name, quality and durability of Bata footwear.
 BIBLIOGRAPHY
Data collected from following websites:

1.https://www.slideshare.net/soumeetsarkar/project-on-bata

2.https://www.researchgate.net/publication/353680340_Customer_satisfaction_towards_Bata_In
dia_ltd_MD_MINHAJ_ALI_3LA15MBA12

3.https://eprajournals.com/IJSR/article/4070/download

4.https://www.scribd.com/document/263837362/Bata-project

5.https://ijesc.org/upload/87ec711f34892df3022f2a5f7c70690e.Customer%20Satisfaction%20to
wards%20Bata%20India%20Ltd.pdf

6.https://www.slideshare.net/sonawaneganesh89/bata-14557618

Books and Journals:

1.Research Methodology by C.R. Kothari.

2.Research methodology (Text) by Dr. S. Sachdeva.

 ANNEXURE

QUESTIONNAIRE
1. Name-
2. Age-
3. Gender- Male[ ] Female[ ]
4. Address-

 From where did you come to know about bata?

 Friends
 Family
 Advertisement
 What did you like in bata?
 Quality
 Price
 Range of products
 Easy availability
 What are the option you get in bata?
 Formals
 Casuals
 Sportwear
 All
 When you are willing to buy shoes?
 Seasonal
 Occasional
 Can’t say
 What do you prefer in shoes?
 Quality
 Price
 Range of products
 Durability
 What product range are you looking for?
 Casuals
 Formals
 Sportwear
 All
 From where do you buy shoes?
 Malls
 Departmental stores
 Retailers
  Can’t say
 What is your satisfaction level according to the bata products?
 Very satisfy
 Satisfy
 Neutral
 Dissatisfied
 How many member use bata products in your family?
 Me
 1-2
 More than 2
 All
 Do you products of other company provide that much of quality compared
to bata?
 Yes
 No
 Can’t say
 Are you satisfied with brand bata?
 Yes
 No
 Can’t say
 Are the price of bata shoes capable to attract customers?
 Yes
 No
 Can’t say
 Is all the products range available in bata showrooms?
 Yes
 No
 Can’t say
 Do the products of other company provide that much good quality
compared to bata ?
 Yes
 No
 Can’t say
 Do you find the value for money in bata?
 Yes
 No
 Can’t say