A STUDY OF CUSTOMER SATISFACTION TOWARDS

RELIANCE TRENDS WITH SPECIAL REFERENCE IN

NAGERCOIL TOWN

CHAPTER-1
 INTRODUCTION
 STATEMENT OF PROBLEM
 OBJECTIVE OF STUDY
 SCOPE OF STUDY
 RESEARCH METHODOLOGY
 SAMPLE DESING
 TOOLS AND ANALYSIS
 LIMITATIONS OF STUDY

CHAPTER – 1

INTRODUCTION AND DESIGN OF STUDY

1.1 INTRODUCTION
During this times the dressing of the person decides the everything. But within the olden
days the dresses and consistent with the culture and different locations .Even now most of the
people are dressing according to the culture but .Many peoples are adopt the different culture and
their clothes .In simple clothing in INDIA is usually dependent upon the different religion.
Historically Male and Feminine clothing has evolved from simple garments like salwar, lungi
and saree .In the dyanamic landscape of retail understanding and enhancing customer
satisfaction is paramount for sustainable success. This study delves into the Customer
satisfaction specially within the context of Reliance Trends in Nagercoil Town. Located in the
southern tip of India represents a unique demographic and cultural .Understanding the factor
influencing customer satisfaction in the specific locality can provide valuable insights for
Reliance Trends to tailor its offering and services accordingly .By identifying areas of strength
and oppurtunities for improvements, Reliance Trends can enhance its competitive edge and
solidify its position in the market.

1.2 STATEMENT OF PROBLEM

The aim of this study is to assess customer satisfaction towards Reliance Trends in
Nagercoil Town specially it seeks to identify factors influencing Customer satisfaction ,Measure
overall satisfaction levels and explore areas for improvement to enhance the retail experience at
Reliance Trends in Nagercoil Town

1 Service Quality : Assess the level of service provided by Reliance Trends in term of staff
courtesy, helpfulness , promptness and overall customers
2 Product Quality: Evaluate the quality of products offered by Reliance Trends in term of
durability, variety style and value of money
3 Assessiblity and Convenience: Investigate the assessibilty and convenience of Reliance
Trends store locations, parking facilities ease of navigation within the store and
availability of size.
4 Price perception: Explore customers perception of Reliance Trends pricing strategy in
comparison to competitors and their willingness to pay for products.

1.3 OBJECTIVE TO STUDY

 To assess the level of customer satisfaction with Reliance Trends in Nagercoil
Town
 To identify key factors influencing customer satisfaction ,such as product quality,
pricing, staff behaviour, store ambiance and post purchase service
 To analyze the impact of demographic variables such as Age, Gender, Income and
Shopping frequency on customer satisfaction.
 To provide recommendations for enhancing customer satisfaction and loyality
1.4 SCOPE OF STUDY
The scope of a study on customer satisfaction towards Reliance Trends with special reference
to Nagercoil town would typically encompass the following area:

1. Geographical Limitation: The study will focus exclusively on customers residing or

shopping in Nagercoil town.
2. Customer demographics: Understanding the age, gender, occupation and income levels
of the customer to determine if satisfaction levels vary across different segment.
3. Product and Service Evaluation: Assessing customers satisfaction with the range,
quality, and availability of products in Reliance Trends stores.
4. Store Ambience and Facilities: Investigating whether the stores cleanliness, layout ,and
facilities meet customers expectations.
5. Customer Service Experience: Evaluating the level of satisfaction with the staff’s
friendliness , competence and responsiveness.
6. Price perception: Gauging customers opinion on the pricing of products and any
promotional offers or discounts.
7. Brand Perception: Understanding hoe customers perceive the reliance Trends brand in
terms of reliability,truthworthiness, and value for money.
8. Comparison with Competitors: Comparing Reliance Trends performance in Nagercoil
town with other clothing retailers to identify areas of competitive advantage or
improvement.
9. Suggestions and Recommendations: Gathering feedback from customers on how
Reliance Trends can enhance their shopping experience and increase satisfaction
10. Limitations:Clearly stating any limitations of the study, such as sample size , response
bias, or time constraints which may impact the generalizability of the findings.

By focusing on these areas, the study aims to provide valuable insights into the factors
influencing customer satisfaction towards Reliance Trends in Nagercoil town and offer
recommendations for improving the overall customer experience.

1.5 RESEARCH METHODOLOGY

This study employs a mixed method approach, combining quantitative surveys and qualitative
interviews .A structured questionarie will be administerd to a sample of customer visiting
Reliance Trends outlets in Nagercoil town additionally in depts. Interviews will be conducted
with select customers to gain deeper insights into their perception and experiences.

1.5.1 Source of data

 Data are facts, figures and other revelant material, past and present, serving a basic study
and analysis. The data serves as the bases for analysis. Without an analysis of actual data on
specific inferences can be drawn on the questions under study. The revelance adequency and
reliability of data determine of quality of findings of a study data from two sources have been
gathered namely primary and secondary data.

1.Primary data
Primary data are original data collected for the purpose of a particular study. In
the present study primary data have been collected by personal interview method with the help of
questionnaire.

2. Secondary data
These are the sources containing data, which have already benefit collected
and complied for other purpose by other researchers. The secondary sources consist of readly
available materials and already complied statistical statement and report whose data may be used
by researcher for his/her studies.

1.6 SAMPLING DESIGN

To study the whole base of Reliance Trends customers in Nagercoil town is impossible
as the population is high. Therefore sampling method is used in order to collect data.

1.7 TOOLS AND ANALYSIS

The main statistical tools used for analyzing primary data and the relational
dependence between are like scale in percentage and graphs and garrets ranking.

1.8 LIMITATIONS OF STUDY

1.Sample size: The study might been limited by the number of respondents, which could effect
the generalizability of the results.

2.Demographic bias: The study might not have captured the views of a diverse range of
customers in terms of age, gender, or socio-economic status.

3.Geographical limitation: focusing only on Nagercoil town might limit the findings
applicability to other regions or towns.

4.Data collection method: If the study relied solely on surveys or interviews, there could be
biases in responses due to social desirability or recall errors.
5.Time frame: The study might not account for changes in customer satisfaction over time or
seasonal variations that could impact shopping experiences.

6.Cultural factors: Cultural nuances specific to Nagercoil might influences customer

satisfaction differently compared to other regions.

7.External factors: Economic conditions, competitor actions, or other external factors could
influence customer satisfaction levels, which might not have been accounted for in study.

8.Subjectivity: Customer satisfaction is subjective, and perception can change based on

individual experiences captured comprehensively.

9.Data Analysis: Depending on the statistical methods used, the study might have limitations in
drawing definitive conclusions from the data collected.

10.Company specific Factors: Reliance Trends specific policies, promotions, or changes during
the study period might not have been considered but could impact customer satisfaction.

It’s essential to acknowledge these limitations to ensure a balanced interpretation of the

sthudy’s findings and to provide context for the results.