CHAPTER 01:

INTRODUCTION

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1.1 INTRODUCTION :

Customer satisfaction is a term frequently used in marketing. It is a measure of

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

The goal of every company should be to make its customers satisfied. Satisfied
customers will come again and might stay as customers for a longer period. It is
important for the company to care and appreciate the customers. If the company
can make the customer satisfied the customer will come back again and the
customers might tell some of their friends about the good service they got.
Customer satisfaction is the overall impression of customer about the supplier and
the products and services delivered by the supplier. The factors affecting customer
satisfaction includes department wise capability supplier, technological aspects and
various foctors.

The factors could be widely classified under two categories i.e., supplier's
behaviour and performance of product and services. The supplier's behaviour
mostly depends on the behaviour of its senior subordinates, managers and internal
employees. All the functional activities like customer response, direct product and
maintenance services, complaint management etc. are the factors that rely on show
skilful and trained the internal and human resources of the supplier. The second
category is regarding all the products and services. This depends on the capability
of supplier to how to nurture the products and services efficiently and how skilled
the employees are. It's all about how the skills are implemented to demonstrate
engineering, re-engineering and technological aspects of the products and services.
The quality and effectiveness of the products is also an important factor that
enables compatible and hassle-free functions and operations. This bear to lower
maintenance and higher life of the product, which is highly admired by the
customers.

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 The steps 2 to increase customer satisfaction includes justifying the sale with
social proof, surprise customers with a bonus and offering free product training and
support.

1.2 Statement of problem

Today's consumer markets are too competitive for maximizing the profit and
widening the market share. The companies use various efforts for attaining their
objectives. Most of the companies try to convert potential customers into a regular
customer. For this, they try to provide maximum benefits and convenience to the
customers through the excellent utilization of resources, these studies have been
conducted to find customer satisfaction towards Allen Solly apparel.

1.`3 Scope of study

The scope of this study is to examine the customer satisfaction “with reference to
Allen Solly apparel” and find possible remedies to counter act their competition.

1.4 Significance of study

The study focuses on customer satisfaction towards Allen Solly. It includes the
availability level of products, quality of products, customer's expectation towards
the products and the problems faced by the customer if any.

1.5 Objectives of study

 To analyse the buying behaviour of customers

 To study the present markets situation of Allen Solly apparl

 To analyse the general problems of customers of Allen Solly

1.6 Research Design

It is the framework of research method and techniques chosen by researcher

1.6.1 Nature of study

The nature of study states as descriptive cum analythical

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1.6.2 Nature of data

The study is based on primary and secondary data

1.6.3 Source of data

The primary data is collected through questionnaire which is suitable for the study
and the secondary data are collected from different websites

1.7 Sample Design

Sampling is a fundamental part of statistics samples are collected to achieve an

understanding of a population because it is typically not feasible to observe all
members of population

1.7.1 Nature of population

Allen Solly products users in Christ college Irinjalakuda

1.7.2 Sample unit

Sample unit is Allen Solly products users in Christ college Irinjalakuda

1.7.3 Methods of sampling

Simple random method is used for sampling. In 20 departments, 2 students taken

from each department and rest 10 from commerce department

1.7.4 Size of sample

Sample size is 50

1.8 Tools of analysis

Percentage analysis is used as the tools for study

1.9 Limitations of study

 One of the important disadvantages of this study is based only on Christ

College the result may not be taken as a universal suggestion.

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 The increasing number of competitors is also a leading disadvantage

 The customers perception may change in accordance with time, fashion, etc.
makes it too hard to speculate Allen Solly appare

l. 4 1.10 Chapterization

Chapter-1 Introduction and research methodology

Chapter-2 Review of literatures

Chapter-3 Industry profile and company profile

Chapter-4 Data analysis and interpretation

Chapter-5 Finding's suggestions and

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 CHAPTER 02 :
INDUSTRY PROFIL AND COMPANY
PROFIL

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3.1 Industry profile

The Indian textile and apparel industry is the largest foreign exchange earner for
the country. It is also the second largest employment provider after agriculture and
plays a key role in the development of the economy. The fashion industry is the
fastest growing industry in the world. From the last few decades, the fashion
industry in India has been experiencing an explosion due to considerable dynamic
nature which increases fashion consciousness among consumers. Everyone has a
separate and elegant fashion sense which is mainly related to the apparels
throughout the world. Apparels define the personality, education, behaviour and
the way of thinking of the people. It is substantial to note that Indian fashion
consumers will set the global fashion trends in the coming era. Currently, all
international brands are found in India. Indian fashion industry has progressed
from emerging stage to successful blooming industry today.

Indian apparel sales are expected to reach an estimated $25 billion this year,
having grown in excess of 10% over the past 5 years. In India, apparel is the
second largest retail category (behind food and groceries), representing
approximately 10% of the total market. There are numerous fashion designers of
India which have distended into famous brands not only in the country but in the
world which has given more improvement to the Indian fashion industry.
Consumers’ attitude is changing with the present scenario, as the hoisting of
tailoring costs and comparatively less charges of branded outfits; they are
increasingly being attracted towards ready-mades. Ready-mades of specific brands
have become not only a status symbol; these have brought a latest style in offices
as much as in social circles.

According to Fashion Design Council of India (FDCI), that apparels created by

Indian designers are going to play a major role in the growth of the apparel
industry in the next few years. These changes will have far-reaching implications
for designers, manufacturers, and retailers targeting the Indian apparel market. The
growth rate of the fashion market as per consumers’ 10 attitude for branded
apparels in future that would increase drastically by more than 10-15% as compare
to past in just 10 years.

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Traditionally, Indians preferred dresses stitched by local tailors catered exclusively
to local demand. The growing awareness of brands since 1980s and the
convenience offered by ready-to-wear garments were largely responsible for the
development of the branded apparel industry in India. Other factors affecting to its
growth are considered as better purchasing power in the hands, access to fashion
trends outside the country, and the superior quality of fabrics available in the
fashion market. 1990s witnessed a drastic change in the overall economic
environment of the country which is described liberal trade and new investment
policies. It was seen the effects of such liberalized polices in the clothing industry
also. After liberalization of Indian economy, there emerged more than 100 leading
brands that jostled for consumer mind space.

The growth of the Indian and global fashion designers has encouraged the branded
apparel market additionally. Formerly, readymade market was restricted to some
limited extant only like, baby dresses and shirts, but currently, it has extended to all
kinds of outfits and fashion clothing for men and women also.

3.2 Company profile

The brand Allen Solly was founded in 1744 by William Hollin and Co. Ltd. It was
bought by Madura Fashion in the 90s, which was ultimately acquired by Aditya
Birla Fashion & Lifestyle Group — one of the fastest growing branded apparel
companies and a premium lifestyle player in the retail sector — in 2001.

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 Allen Solly is a clothing brand owned by Madura Fashion & Lifestyle, a division
of Aditya Birla Fashion & Lifestyle. With a looming presence in the field of digital
marketing and 207 stores across India, Allen Solly is a brand poised to expand
internationally as well

About the company

The Aditya Birla group: a premium global corporation a us $41 billion (Rs.
2,50,000 by an extraordinary force of over 120,000 employees, belonging to 42
nationalities. Over 50 per cent of its revenues flow from its overseas operations
spanning 36 countries. The Aditya Birla Group has been ranked fourth in the world
and first in Asia Pacific in the ‘Top Companies for Leaders’ study 2011, conducted
by Aon Hewitt, Fortune Magazine and RBL (a strategic HR and leadership
Advisory firm). The Group has topped the Nielsen's Corporate Image Monitor
2014-15 and emerged as the Number one corporate, the 'Best in Class', for the third
consecutive year. 50 per cent of the Aditya Birla Group's revenues flow from its
overseas operations.

The Group operates in 36 countries – Australia, Austria, Bangladesh, Brazil,

Canada, China, Egypt, France, Germany, Hungary, India, Indonesia, Italy, Ivory
Coast, Japan, Korea, Laos, Luxembourg, Malaysia, Myanmar, Philippines, Poland,
Russia, Singapore, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Tanzania,
Thailand, Turkey, UAE, UK, USA, and Vietnam.

The Aditya Birla Group is an Indian multinational conglomerate named after

Aditya Vikram Birla, headquartered in the Aditya Birla Centre in Worli, Mumbai,
India. The Aditya Birla Group is the world's largest producer of Viscose Staple
Fiber industry. It operates from India, Laos, Thailand, Malaysia and China. It owns
the Birla Cellulose brand. Apart from viscose staple fibre, the group also owns
acrylic fiber businesses in Egypt and Thailand, viscose filament yarn businesses
and spinning mills in India and South East Asia. The group has pulp and plantation
interests in Canada and Laos. It's two companies i.e. Aditya Birla Nuvo Ltd. and
Grasim Bhiwani Textiles Ltd. which is a subsidiary of Grasim Industries are in
textile business. Our Vision To be a premium global conglomerate, with a clear
focus on each of the businesses. Our Mission To deliver superior value to our

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customers, shareholders, employees and society at large. Values Integrity: We
believe in growth of the 12 organization with the growth of our people. People are
our investors, partners (Vendors), employees, customers and stakeholders of the
companies. Commitment: Aditya Birla is a name known for higher value and good

quality. We do what we commit to our people.

Passion: Our excellence in every field of business and promise to provide the best
shows the passion of the organization. Seamlessness: We work beyond limits; we
go one step ahead of others to serve and to benefit. Speed: Growth is important but
timely growth is the key to success. We believe to act early.

Aditya Birla Nuvo Ltd. Aditya Birla Nuvo Ltd. (ABNL) is a US$ 4 billion
premium conglomerate. It is part of the Aditya Birla Group, a US$ 40 billion
Indian multinational operating in 36 countries in six continents. Vision To be a
premium conglomerate building leadership in businesses and creating value for all
the stakeholders. Mission Investing in promising sectors Building leadership in
businesses A platform to drive synergy of resources Delivering best value to all the
stakeholders To be a responsible corporate citizen Over the years, Aditya Birla
Nuvo has transformed itself from a manufacturing company to a diversified
conglomerate. Hindalco Grasim Aditya Birla NuvoUltratech Idea Novelis 4 The
razor-sharp focus on each business has made it a leading player in most segments,
including viscose filament yarn, branded garments, agribusiness, textiles and
insulators. Over the past few years, Aditya Birla Nuvo, through its subsidiaries and
joint ventures, has made successful forays into life insurance, asset management
and other financial services, telecom, business process outsourcing (BPO) and IT
services. With an optimum mix of revenue and profit streams, the company is in a
strong position to maximize long-term shareholder gains.

About the Allen Solly

Allen Solly an initiative of Madura Fashion & Lifestyle, a division of Aditya Birla
Fashion and Lifestyle is India’s largest and fastest growing branded apparel
companies and a premium lifestyle player in the retail sector. After 13
consolidating its market leadership with its own brands, it introduced premier

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international labels, enabling Indian consumers to buy the most prestigious global
fashionwear and accessories within the coThe company’s brand portfolio includes
product lines that range from affordable and mass-market to luxurious, high-end
style and cater to every age group, from children and youth to men and women.
Madura Fashion & Lifestyle is defined by its brands — Louis Philippe, Van
Heusen, Allen Solly, Peter England — that personify style, attitude, luxury and
comfort. It also includes India's first fast-fashion youth brand, People; India’s
largest fully integrated fashion multi-brand outlet chain, Planet Fashion; India's
largest premium international brand retailer, The Collective and the British fashion
icon, Hackett London's mono-brand retail in India.

AWARDS

Most Admired Brand-Women's Wear IFA 2004&2005&2007

Most Admired Brand-TrousersIFA2005

Most Admired Brand-Smart Casuals IFA 2006

PRODUCT PROFILE

 Allen Solly manufactures very comfortable cotton and linen half and full sleeve
shirts in solids of beautiful prints patterns like checks and stripes. They come in
attractive colour combinations of white and yellow, blue, pink, green and the list
goes on.

 Allen Solly T-shirts are available in half or full sleeves in vibrant colours like
orange, black, blue etc. The t-shirts are made of pure cotton.

 Allen Solly Trousers are pure cotton varieties which have flat or pleated fronts.
Allen Solly is considered to be the brand that breaks all rules and conventions of
men's wear

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Shirt Allen

Solly boasts of the best brands when it comes to shirts. Shopping for a shirt for
that special day-be it the first day of work a new job, a wedding or just any other
day -come to Allen Solly and enjoy unparalleled choice.

Trousers

A good pair of trousers is considered the basis of great style. At Allen Solly,
finding the perfect pair of trousers is a breeze, considering the wide variety of
brands available: trousers for every size and budget.

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Denims

Allen Solly has an exciting range of casual denims in great fits for the man who
knows how to unwind after a long day. Our denims come with great cuts, super
finish and excellent fits. With a wide range of best-selling brands to chosen from,
finding the perfect pair of jeans was never this easy.

Suits

At Allen Solly, we have suits that fit every occasion, be it corporate meetings or
formal occasions. We have suits that lend a touch of cases and elegance, making
every occasion truly special.

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Vision

The company aimed to emerge as a brand which was totally new and did not stick
to conventions.
Friday Dressing was introduced to give the company a strong old. Initially the
Indian markets were not open to experimental apparel for men.Friday dressing by
Allen Solly gave Indian corporate chance to transformtheir wardrobes. The new
formal wear was relaxed and not boring.

The brand‘s vision is to lighten up the workplace through a whole new range of
preppy work casuals in bold colors, innovative fabric and young fits. Notonly do
these garments individually brighten up the work environment, butthey also lend
themselves to lateral coordination with each other, and the impact of the sum is
greater than the individual parts.

Allen Solly, in keeping with the spirit of the brand‘s core and legendary Friday
Dressing‘ tagline, recently unveiled its new retail identity at its Indira nagar store
in Bangalore. The new identity takes inspiration from the brand‘s strong
Nottingham heritage, which has been rendered in a very modern and contemporary
manner. Nottingham is Allen Solly‘s birthplace and a city of stags

Mission

 Investing in promising sectors

 Building leadership in businesses
 A platform to drive synergy of resources\
 Delivering best value to all the stakeholders
 To be a responsible corporate citizen

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History - Allen Solly In Indin

Launched in India in 1993, Allen Solly brought about a completely new concept to
menswear in India — Friday Dressing. In the years that followed,the brand, with
its Anglo-American heritage, proved to be the mostin novative of the Madura
Fashion & Lifestyle's brands.
Today it is one of India's most popular and easily recognized brands in the
branded premium apparel segment. Consumers understand it as a vibrant and
upbeat work wear brand. Allen Solly‘s recall with Friday Dressing is clearly the
strongest.

Convention is not a word that exists in the brand's vocabulary, and from the
beginning, the brand not only broke the rules of formal workplace dressing, but
also re-wrote them. The dull world of business dressing with its greys and whites
was shaken up by Allen Solly, which unapologetically addedvibrant dashes of
color to its formal wear lines. The approach paid off,spawning many imitators.
Nevertheless, the unconventional, yetun mistakable Allen Solly Man never lost his
place in the spotlight.

This collection of summer dresses from Allen Solly is light weight,comfortable

and stylish with invariable floral designs. Enjoy the arrival ofsummer with
beautiful sun dresses or floral printed summer top that can be paired with denim or
shorts which gives you a sense of liberty and warmth.Brighten up your day and be

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the head turner in a summer party at home by flaunting the blue floral print dress
or if you are planning a day out with your friends a casual short sleeved pleated
dress in liberty print will be the right choice for you to look stunning.So, ladies out
there, gear up for the sunny season of style with Allen Solly.Prices starting at Rs
1599/-….

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 CHAPTER 03:
ORGANISATION STRUCTURE