S NEW FINAL

A
RESEARCH PROJECT
ON
A STUDY ON
"CUSTOMER SATISFACTION TOWARDS M.H.TRADERS
SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY

IN PARTIAL FULFILMENT OF THE REQUIREMENT FOR
THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION
SUBMITTED BY
MR.SHIVAM AMBRE
UNDER THE GUIDANCE OF

ASST. PROF. MR RAHUL GANDHI
SSR COLLEGE OF ARTS, COMMERCE & SCIENCE

DEPARTMENT OF COMMERCE
SILVASSA, DNH-396230
2021-2022
ACKNOWLEDGEMENT
Research is a journey from known to the unknown and learning to do

research is further more interesting and knowledge gaining journey. I am
thankful to SSR College of Arts, Commerce & Science for giving me this
opportunity to do the research work. Without this, the base stone for the
research journey would not have been laid.
I express my sincere thanks to the respondents for helping and providing

various information. I also express my gratitude to all the Teaching staff
of SSR College of Arts,
Commerce & Science.
I extend my heartiest thanks to Asst. Prof. MR Rahul Gandhi for her

useful guidance and encouragement throughout the project work.
MR.SHIVAM AMBRE
DECLARATION
A Project report on "A study on CUSTOMER SATISFACTION TOWARDS

DTH M.H.TRADERS." has been submitted to SSR College of Arts, Commerce
& Science, affiliated to Savitribai Phule Pune University.
I, SHIVAM AMBRE hereby declare that the project work has been completed
by me under the guidance of Asst. Prof. MR RAHUL GANDHI for the
performance of my original research work and this project report is not
submitted either in part or whole to any other institute or university for any
degree.
Date:-
Place:-
SR CONTENT PAG
N E
O NO
1 List of tables
2 List of figures
3 Chapter 1: Introduction 1
4 Chapter 2: Organization Profile 9
5 Chapter 3: Conceptual Background And Actual 12
Working
6 Chapter 4: Data Analysis & Interpretation 15
7 Chapter 5: Findings & Conclusion 35
8 Chapter 6: Suggestions 36
Table Title table Page
NO No
Section A
4.1.1 Age 15
4.1.2 Gender 16
4.1.3 Qualifications 17
4.1.4 Occupation 18
4.1.5 Anual income 19
Section B
4.2.1 Who are you 20
4.2.2 How often come up 21
4.2.3 Which paint product 22
4.2.4 In distemper which brand 23
4.2.5 What brand of paint 24
4.2.6 Have you ever gone 25
4.2.7 How do you rank 26
4.2.8 satisfied with product 27
4.2.9 For what purpose of purchasing 28
4.2.10 How are the price of product 29
4.2.11 How do you rate the after-sales service 30
4.2.12 How is the current location 31
4.2.13 Which new brand or company 32
4.2.14 Which product of Asian paints 33
4.2.15 What features are you looking 34
Chapter 1:
Introduction
A STUDY ON CONSUMER SATISFACTION TOWARDS M.H.TRADERS
1.1 INTRODUCTION OF TOPIC;-
M.H.TRADERS is a store located in Silvassa which deals in products

related to painting. Painting products include all the colors which are
applied to the interior/exterior of homes, buildings, industries, societies
for decoration and for maintaining their life span. As Silvassa is a under
construction area and many projects are running in the city as well as it
has a huge industries area.
I have conducted a study on this store to find out the consumer
satisfaction towards them. I Discovered that Here, I can interact with a
wide range and types of customers as it is having a popular and positive
image in the respecting market.
SSR COLLEGE OF ACS-BBA(2021-2022) Page 1

1.2SIGNIFICANCE OF STUDY
The study has been undertaken to find out the satisfaction of customers
and quality of goods provided with regards to M.H.Traders. The main
purpose of the study is to examine the relationship between goods
quality and customer satisfaction in M.H.Traders. better goods quality
customer satisfaction both are the indicators of corporate
competitiveness. The result of the study indicates that there exists a
significant relationship between goods quality dimension and customer
satisfaction.
1.3OBJECTIVE OF STUDY
The present study is undertaken with the following specific objectives
1. To study factors considering at the time of purchasing.
2. To know the level of satisfaction of customers
3. To find out any problem faced by the customer of M.H.Traders
4. To find out the loyalty of customers.
5. To get knowledge about this sector

.

1.4SCOPE OF FURTHER STUDY
The present study is confined only to one particular shop at Silvassa.

Hence, this is a small example of customer satisfaction. The study can
be conducted on a large scale by the researcher with studying the
more similar type of store.
This study is conducted to know the factor considered by the customer

at the time of purchasing products and the satisfaction level of
customers for all brand
Hence it is suggested that the further researcher may conduct the

study on a particular topic.
The present study covered the satisfaction level towards M.H.Traders.

It is suggested that the further researcher may conduct a comparative
study on different similar stores.

1.4RESERCH METHODOLOGY
Research methodology is the specific procedures or techniques used
to identify, select, process, and analyze information about a topic.
Research methodology is a way to systematically solve the research
problem. It may be understood as a science of studying how research is
done scientifically. In it, we study the various steps that are generally
adopted by a researcher in studying his research problem along with the
logic behind them.
MEANING OF RESEARCH
Definition: Research is defined as careful consideration of study regarding a

particular concern or problem using scientific methods. According to the
American sociologist Earl Robert Babbie, “research is a systematic inquiry
to describe, explain, predict, and control the observed phenomenon. It
involves inductive and deductive methods.”
Inductive research methods analyze an observed event, while deductive

methods verify the observed event. Inductive approaches are associated
with qualitative research, and deductive methods are more commonly
associated with quantitative analysis.
Research is a careful and detailed study into a specific problem, concern, or

issue using the scientific method.

Importance
1. Research helps to upgrade the knowledge
2. Research improves the chances of achieving specific goals
3. Research bridges the communication gap
4. Research is necessary for making an important decision
5. Research aids in decision making
Types of research
1. Applied research: Applied research “aims at finding a solution for an
immediate problem facing a society, or an industrial/business organization,
whereas fundamental research is mainly concerned with generalizations and
with the formulation of a theory”. Applied research is considered to be non-
systematic inquiry and it is usually launched by a company, agency, or an
individual to address a specific problem.
2. Qualitative research: Qualitative research involves collecting and

analyzing non-numerical data (e.g., text, video, or audio) to understand
concepts, opinions, or experiences. ... Qualitative research is the opposite of
quantitative research, which involves collecting and analyzing numerical
data for statistical analysis.

3. Quantitative research: Quantitative research is referred to as the process

of collecting as well as analyzing numerical data. It is generally used to find
patterns, averages, predictions, as well as cause-effect relationships between
the variables being studied.
4. Descriptive research: Descriptive research refers to the methods that

describe the characteristics of the variables under study. ... Descriptive
research is a part of quantitative market research or social research study
which involves conducting survey research using quantitative variables on a
market research tool or social research tool.
5. Experimental research: Experimental research is a study that strictly

adheres to a scientific research design. It includes a hypothesis, a variable
that can be manipulated by the researcher, and variables that can be
measured, calculated, and compared. ... The researcher collects data, and
results will either support or reject the hypothesis.
6. Business research: Business research is a process of acquiring detailed

information of all the areas of business and using such information in
maximizing the sales and profit of the business. Such a study helps
companies determine which product/service is most profitable or in demand.
Research design

Research design is the framework of research methods and techniques

chosen by a researcher. The design allows researchers to hone in on research
methods that are suitable for the subject matter and set up their studies for
success.
Research design is important because:

● It reduces inaccuracy
● Helps to get maximum efficiency and reliability
● Eliminates bias and marginal errors
● Minimize wastage of time
● Helpful for collecting research material
● Gives an idea of the reading type of resource required in terms of
money, manpower, time, and efforts.
● Guides the research in the right direction
Research Methodology of data collection in the study.

In this study, the researcher has done research methodology with a non-
probability sampling method with a primary source of data.
The researcher has selected this sampling method as he is directly

connecting with the customer coming into the store.
1.6LIMITATIONS OF STUDY

● The study is confined to a particular shop that may not truly present
for the entire population.
● The researcher is not able to ask questions to more number of people

due to limitation of time.
● Some of the customers are not cooperating, they feel participating in

this survey does not give any benefits to them.
● So this survey had aroused a few problems to collect the data such as
the unwillingness of respondents.
● The researcher faced problems due to language barriers as many of

the responders were not familiar with the language selected in the
questionnaire.

Chapter 2:
Organisations profile
2.1: PROFILE AND HISTORY OF ORGANIZATION
M.H.TRADERS is an Authorized dealer of Asian paints LTD which

deals in every type of paint production, and also an Authorized dealer of
Asian PPG paints, Dr. Fixi, Indigo pain, Esdee auto finish paint.
M H traders sell painting material for homes, buildings, societies,
businesses,s, and industries. It also does wholesale to different hardware
stores and retail outlet stores of paint shops in Silvassa.
Address of the shop
Beside HP Gas Agency, Near ICICI Bank, Vapi-Silvassa main road,

Silvassa – 396230
History and Present scenario
M.H.Traders started their retail outlet with a small hardware store at

Silvassa in 2001. At that time it was having more of the hardware
product and some primary products of paint material. They started
focusing on paints (color) after having their first Dealership with Asian
Paints LTD in 2005. By 2010 they completely changed their products
with a wide range of paints product
.
Now with their hard work and skill,s they are well known in their sector.
They are also PC(privilege club) dealers of Asian paints, which includes
the criteria to have more the 2 cr of purchase annually.

2.2: ORGANIZATIONAL STRUCTURE
Organizational structure meaning
An organizational structure is a system that outlines how certain

activities are directed to achieve the goals of an organization. These
activities can include rules, roles, and responsibilities. The
organizational structure also determines
how information flows between levels within the company.
Advantages of organizational structure

● Faster decision-making.
● Multiple business locations.
● Improved operating efficiency.
● Greater employee performance.
● Eliminates duplication of work.
● Reduced employee conflict.
● Better communication

Organizational Structure of M.H.Traders

Compared to companies, a retail outlet has a small organizational structure.
The organizational structure of M.H.Tradersares based on three areas,
1. Centralized operation
2. Store operation
3. Regional operation.
Centralized operation includes duties such as store planning and

human resource.
Store Operation includes merchandising and marketing which are

performed on daily basis.
Regional Operations refers to distribution and warehousing.

Chapter 3:
Conceptual background
and actual working
3.1 Conceptional Background of demographic profile.

● While preparing of questionnaire researcher has a target respondent
who usually is the customer of M.H.Traders to get more accurate
survey information
● Researchers have commonly targeted the age group of 20 and above.
● The education qualifications are categorized in 4 i.e. schooling,
graduation, postgraduation, and profession.
● The questioner is filled up from the people who actually are the
customer of M H Traders
● In questionnaire the occupation is categorised in studying,
businessman, professional and service.
● The annual income is set from below 1 lakh to above 3 lakh, because
the topic I have chosen does not give importance to income
information.
3.2ACTUAL WORKING OF DEMOGRAPHIC PROFILE

FOLLWED by ACTUAL DATA PRESENTATION
● While filling up of questionnaires all 60 respondents has filled the

questionnaire properly, but I personally feel that some of them are not
interested (mostly male) because of the limited time period they have
or they think that it was waste of time for them.
● In terms of qualification most of the people were graduate
● Most of the people are engage in business.
● Most of the people where business man
● Male respondents were more than compare to female respondents.

3.3 CONCEPTUAL BACKGROUND OF QUESTIONS

RELATED TO CUSTOMER SATISFACTION TOWARD
M.H.TRADERS
● The researcher expected that the customer are coming on monthly

basis.
● The resercher expected that consumers comming to M.H TRADERS
might be aware of different alternative shops of paint
● The researcher expected that the customer satisfaction towards the
products sold by M.H.TRADERS would be average(regular)
● The researcher was expecting that the after-sales service of M H
TRADERS will not be satisfactory.
● It was expected by the researcher that the location of M H Traders is
excellent.
● The researcher expected that customers were mostly coming to M H
TRADERS for their household work.
● The researcher expected that the price of the product given by MH
traders are average(as market)

3.4 ACTUAL WORKING OF QUESTIONS FOLLOWED BY

ACTUAL DATA PRESENTATION
● Maximum number of customers were coming to shop on occasionally

basis (as per their requirements).
● Most of the respondents were not aware about the different alternative
shops of paint
● Maximum responded rank the customer satisfaction toward M H
Traders to highly satisfied.
● Many of the respondents justify that the price of the product given by
M H Traders are less than market price(fare enough).
● Many of the respondents rank the after sales service to be highly
satisfied.
● Most of the respondents are not completely satisfied with the location
of shop.
● Most of the respondents were coming to M.H.Traders of their painting
task.

Chapter 4:
Data Analysis and
interpretation
4.1 Section: 1 Demographic Profile.
4.1.1 Age group

Table 4.1.1
Age group No of respondent Percentage %

Below 20 years 4 6.67
21-30 years 6 10
31-40 years 28 46.67
Above 40 years 22 36.67
Total 60 100
Figure 4.1.1
AGE GROUPS
BELOW 20 YR
21-30 YEARS
3140 YEARS
ABOVE 40
Interpretation
From the above graph we can i that 10% are in the age group of 21-30 years,
and 46.66% of the respondents are in the age group of above 31-40 years,
36.76% are in the age group of above 40 years and 6.67% in the age group
of below 20 years

4.1.2 Gender
Table 4.1.2
Gender No of respondent Percentage %

Male 50 83.33
Female 10 16.67
Total 60 100
Figure 4.2.2
GENDER
MALE
FEMALE
Interpretation
From the above graph we can say that 83.33% of the respondent are male
and the rest 16.67% are female

4.1.3 Education Qualifications

Table 4.1.3
Education No of respondent Percentage%

qualification
Schooling 5 8.33
Post-graduation 25 41.67
Graduation 10 16.67
Profession 20 33.33
Total 60 100
Figure 4.1.3
EDUCATION QULIFICATION
SCHOOLING
PROFESSION 10%
23%
GRADUATION POST
19% GRADUATION
48%
Interpretation
From the above graph we can say that 5% of the respondent are having
education qulification of schooling, 41.67% are post graduate, 16.67% are
graduate and 33.33% are professional.

4.1.4 Occupational
Table 4.1.4
Occupational No of respondent Percentage %

Studying 2 3.33
Professional 8 13.33
Businessman 30 50
Service 20 33.33
Total 60 100
Figure 4.1.4
STUYDING
OCCUPATION 3%
PROFESSION
AL
13%
SERVICE
34%
BUSINESSMA
N
50%
Interpretation
From the above graph we can say that 3.33% of the respondents are studing,
13.33% are professional, 50% are businessman and 33.33% are in service.

4.1.5 Annual Income

Table 4.1.5
Annual income No of respondent Percentage %

Below 1 lakh 2 3.33
1-2 lakh 8 13.33
2-3 lakh 15 25
Rather not say 35 58.33
Total 60 100
Figure 4.1.5
ANNUAL INCOME
BELOW 1 LAKH
1-2 LAKH
2-3 LAKH
RATHER NOT SAY
Interpretation
From the above graph we can zay that the anual income of 3.33% of
respondent is below 1lakh, 13.33% is 1-2lakh, 25% have 2-3 lakh, and
58.33% people choose rather not say.

4.2 Section 2: Aspects related to M.H.Traders

4.2.1 Who are you among these
Table 4.2.1
Option No of respondents Percentage %

Painter 15 25
Contractor 20 33.33
Direct customer 25 41.67
Total 60 100
Figure 4.2.1
OPTIONS
PAINTER
25%
DIRECT
CUSTOMER
42%
CONTRACTOR
33%
Interpretation
From the above graph we can say that, 25% of respondent are painter,
33.33% are contractor, and 41.67% are direct customers.

4.2.2 How often come up to M H Traders

Table 4.2.2
Options No of respondent Percentage %

Daily 25 41.67
Weekly 5 8.33
Monthly 5 8.33
Occasionally 25 41.67
Total 60 100
Figure 4.2.2
OPTIONS
OCCASIONALLY
MONTHLY
OPTIONS
WEEKLY
DAILY
0 5 10 15 20 25
Interpretation
From the above graph we can say that 41.67% of respondent comes
daily, 8.33% comes weekly, 8.33% comes monthly and 41.67%
comes occasionaly.

4.2.3 Which paint do you use more?

Table 4.2.3
Options No of respondents Percentage %

Distemer 20 33.33
Emulsion 20 33.33
Oil paint 10 16.67
Water proofing 10 16.67
Total 60 100
Figure 4.2.3
DISTEMBER EMULSION OIL PAINT water proofing
Interpretation
From the above graph we can say that 33.33% respondent uses
distember, 33.33% uses Emulsion, 16.67% uses oil paint and 16.67%
used water proffing products.

4.2.4 In distemper which brand do you prefer

Table 4.2.4
Options No of respondent Percentage%

Asian paints 25 41.67
Esdee paints 20 33.33
Indigo paints 5 8.33
None of the above 10 16.67
Total 60 100
Figure 4.2.4
NONE OF THE
OPTONS
ABOVE
17%
INDIGO PAINTS ASIAN PAINTS
8% 42%
ESDEE PAINTS
33%
Interpretation
From the above graph we can say that 41.67% of respondent prefer
asin paints, 33.33% prefer esdee paints, 8.33% prefer indigo paints
and 16.67% prefer other than this.

4.2.5 what brand of paint do you prefer to purchase at

M H Traders?.
Table 4.2.5

Asian paints 35 58.33
Indigo paints 3 5
Dr fixit 7 11.67
Esdee paints 15 25
Total 60 100
Figure 4.2.5
OPTIONS
40
30
20
OPTIONS
10
0
ASIAN PAINTS INDIGO DR FIXIT ESDEE PAINTS
PAINTS
Interpretation
From the above graph we can say that 58.33% respondent prefer to
purchase asian paints products, 5% prefer indigo paints products,
11.67% prefer dr fixit products and 25% prefer esdee paints products.

4.2.6 Have you ever gone to any another shop of paints?

Table 4.2.6

Yes 20 33.33
No 40 66.67
Total 60 100
Figure 4.2.6
OPTIONS
YES
33%
NO
67%
Interpretation
From the above graph we can say that 33.33% of the responsemts has
gone to another shop and 66.67% has not gone to another shop.

4.2.7 How would you rank M H TRaders from one to five

star.
Table 4.2.7

1 star 2 3.33
2 stars 5 8.33
3 stars 8 13.33
4 stars 25 41.67
5 stars 20 33.33
Total 60 100
Figure 4.2.7
1 STAR
OPTIONS 3%
2 STARS
8%
5 STARS 3 STARS
34% 13%
4 STARS
42%
Interpretation
From the above graph we can say that 3.33% of the respondents has given 1
star, 8.33% has given 2 stars, 13.33% has given 3 stars, 41.67% has given
4stars and 33.33% has given 5 stars to M.H.Traders.

4.2.8 Are you satisfied with the products sold by M H Traders?

Table 4.2.8

Satisfied 30 50
Highly satisfied 20 33.33
Slightly dissatisfied 8 13.33
Dissatisfied 2 3.33
Total 60 100
Figure 4.2.8
SATISFIED HIGHLY SATISFIED SLIGHTLY DISDATISFIED DISSATISFIED
Interpretation
From the above graph we can say that 50% of respondent are satisfied with
the product of M.H.Traders, 33.33% are Highly satisfied, 13.33% are
slightly dissatisfied and 3.33 are dissatisfied.

4.2.9 For what purpose of purchase do you come at M H

Trader
Table 4.2.9

House hold work 15 25
Painting task 30 50
Auto finish paints 10 16.67
Water proofing or other 5 8.33
Total 60 100
Figure 4.2.9
WATER
PROOFING OPTIONS
8%
HOUSE HOLD
WORK
AUTO FINISH 25%
PAINTS
17%
PAINTING
TASK
50%
Interpretation
From the above graph we can say that 25% of the respondents come to
M.H.Traders for their house hold work, 50% come for painting task, 16.67%
come for auto finish paints, and 8.33% come for water proofing

4.2.10 How are the price of the product which are given by M
H Traders
Table 4.2.10

Low 30 50
Average 25 41.67
High 5 8.33
Total 60 100
Figure 4.2.10
OPTIONS
HIGH
8%
LOW
AVERAGE
50%
42%
Interpretation
From the above graph we can say that 50% of the respondent say that the
rate given by M H Traders are low, 41.67% says that price are average and
8.33% says that rates are high.

4.2.11 How do you rate the after sales service support

Table 4.2.11

Satisfied 20 33.33
Highly satisfied 25 41.67
Slightly dissatisfied 15 25
Dissatisfied 0 0
Total 60 100
Figure 4.2.11
OPTIONS
DISSATISFIED
SLIGHTLY DISSATISFIED
OPTIONS
HIGHLY SATISFIED
SATISFIED
0 5 10 15 20 25
Interpretation
From the above graph we can say that 33.33% of the respondent are satisfied
with the after sales service, 41.67% are highly satisfied, 25% are slightly
diasatisfied, and 0% are dissatisfied.

4.2.12 How is the current location of shop as per your

suitability?
Table 4.2.12

Excellent 40 66.67
Good 15 25
Bad 5 8.33
Total 60 100
Figure 4.2.12
EXCELLENT GOOD BAD
Interpretation
From the above graph we can say that 66.67% of the respondents says that
the current location is Excellent, 25% says that current location is good,
8.33% says that current location is bad.

4.2.13 which new brand or company should M H Traders take

dealership of?
Table 4.2.13

JSW Paints 0 0
Berger paints 35 58.33
Nerolac paints 5 8.33
Delux paints 20 33.33
Other 100 100
Figure 4.2.13
OPTIONS
JSW PAINTS
BERGER PAINTS
NEROLAC PAINTS
DELUX PAINTS
Interpretation
From the above graph we can say that 0% of respondent voted for JSW
Paints, 58.33% voted for berger paints, 8.33% voted for neeolac paints and
33.33% voted for delux paints.

4.2.14 which product of Asian paints you mostly purchase at M

H Traders?
Table 4.2.14

Royal Emulsion 30 50
Apex / Apex Ultima 10 16.67
Premium Emulsion 15 25
Apcolite enamle 5 8.33
Total 60 100
Figure 4.2.14
OPTIONS
ROYAL EMULSION
APEX / APEX ULTIMA
PREMIUM EMULSION
APCOLITE ENAMLE
Interpretation
From the above graph we can say that 50% of the respondents mostly
purchas royal emulsion, 16.67% purchas apex/apex ultima, 25% purchase
premium emulsion and 8.33% of respondents purchase apcolite enamel

4.2.15 Which features are you looking for upgradation in M H

Traders?
Table 4.2.15

Online service 30 50
Quality 5 8.33
More suitable products 10 16.67
All of the above 15 25
Total 60 100
Figure 4.2.15
OPTIONS
ONLINE SERVICE
QUALITY
MORE SUITABLE
PRODUCTS
ALL OF THE ABOVE
Interpretation
From the above graph we can say that 50% of respondents are looking for
online services, 8.33% are looking for quality, 16.67% are looking for more
suitable products, and 25% are looking for all of the above.

Chapter 5:
Conclusion
5.1 CONCLUSION
I conclude that the M.H.TRADERS is growing at rapid speed. In Silvassa

M.H.TRADERS is one of the well known shop for their supply in paints and
similar products. It has a very good goodwill among their customers. With
the overall study I found that there is an excellent demand of Asian paints in
paints market. Most of the customer purchase Asian paints products from
this shop. Location of the shop is mostly preferable by customer as it is in
proper Silvassa market. There are many competitors of M H Traders but
most of the customers are loyal to M H Traders as maximum number of
respondents have not visited any another similar shop of paints. . With the
analysis of questionnaire I conclude that Customer are overall satisfied with
M.H.Traders as they get their desired product at best price with great after
sales service.

Chapter 6:
Suggestions
6.1 SUGGESTIONS
From the findings of the study, the following suggestions are made which
will help M.H.Traders to make their business more lucrative and favourable
to the customers.
· It is found that 41.67% of the respondents prefers Asian paints

products comparing to other brand so, M H Traders should mostly
focusing on products of Asian paint which can bring more customers.
· Less number of respondents are preferring Indigo paints products

so M H Traders can avoid stock keeping of Indigo paints product and
try some another brand such as Berger paints, as it is found that
58.33% of respondents have select Berger paints as new brand or
company M H Traders should take delear ship.
· M H Traders should add online services as 50% of respondents have

selected it as a new features they are looking for.

ANEXURE
QUESTIONNAIRE
A STUDY ONCUSUMER SATISFACTION TOWARDS M H TRADERS.
TRADERS
DECLARATION
I, SHIVAM AMBR PURSUING TYBBA FORM SSR COLLEGE OF ARTS,

COMMERCE AND SCIENCE, SILVASSA AFFILATED SAVITRIBAI PHULEUNIVERSITY
AND I AM UNDERGOING PROJECT ON THE TOPIC “A STUDY ONCUSUMER
SATISFACTION TOWARDS M H TRADERS”
TRADERS”II REQUEST TO FILL THE FOLLOWING
QUESTIONNAIRE. YOUR FEED BACK WILL BE EXCLUSIVE FOR PROJECT ONLY AND
WILL KEPT CONFIDENTIAL
Section:
Section:-1 Demographic profile
1. Age:
A)Bellow 20 years B) 31-40 years

C)21- 20 years. D) Above 40 years
2. Gender:
A)Male. B) Female
3. Education qualification
A)Schooling B) Post-graduation
C)Graduation D)Professional
4. Occupational
A)Studying. B) Professional
C)Businessman. D)Service
5. Annual income:
A)Below 1lakh B) 2-3 lakh

C)1-2lakh. D) Rather not say
Section:
Section:-2 aspects related to M H Traders
6.Who are you among these
A painter. B)contractor
C direct customers.
7.Howofen
Howofen do you come up to MH Traders
A)Daily. B)Monthly
C) Weekly D)Occasionally
hich paint product do you use more

8.Which
A)Distember . B) Emulsion
C oil paint. D)waterproffing
9. In
n distemper which brand do you prefer
A)Asian paints. B)esdee paints

C)indigo paints. D)none of the above
10. What
hat brand of paint do you prefere to purchase at MHTraders
A) asian paints . B)indigo paints

C) drfixit. D)esdee paints
11. Have
ave you ever gone to any another shop of paint?
A yes. B)no
12.. How would you rank MH traders from one to five star
A1 B)2
C )3. D )4
E )5
13.. Are you satisfied with the product sold by MH Traders
A) Satisfied B)dissatisfied
C) Highly satisfied D )Slightly dissatisfied
14.For
or what purpose of purchasing do you come at MH Traders
A your house hold work B) painting task

C for auto finish paints D) for waterproffing
15 .How
ow are the Price of the product which are given by MHTraders
A low. B)average (as market)

C high
16. How
ow do you rate the after sales service support
A satisfied. B)highly satisfied

C slightly dissatisfied. D) dissatisfied
ow is the current location of shop as per your suitability ?

17.How
A) Excellent B)Good
C) Bad
18 .Which new brand or company should M H traders take dealer ship of
A) JSW PAINTS. B) Berger paints

C)Nerolac paints . D) Delux paints
aints you mostly purchase at M H traders

19. Which product of asian paints
A Royal emulsion (interior) B) Apex / Apex Ultima
ltima
C Premium emulsion(nterior) D)Apcolite enamel(oil paint)
20.What features are you looking for upgradation in M H Traders
A. Online services B) Quality

C. More substitute product D) All of the above
BIBLIOGRAPHY
&
WEBLIOGRAPHY
BIBLIOGRAPHY
1. A A. Maiyaki, S SMokhtar(2011)
2.A. E. Roger, M. F. Ndjodo, A. C. Lopez, A. A. Ghislain, (2010
3,A. Ismail, N. Ali, M. M. Abdullah, (2009)
4,A. K. Ahmad, (2011),
6. A. P. Korda, (2011)
WEBLIOGRAPHY
1.http://onlinelibrary.wiley.com/doi/10.1348/096317909X480653/abstra
ct
2.http://www.annualreviews.org/doi/full/10.1146/annurev.psych.56.0911
03.070250?urlver 239 88 2003andrfr_id=ori:rid:crossref.organdrfr_dat
er pub=pubmedandand
3. http://www.mngt, waikato.ac.nz/departments/Strategy % 20and
Human Resource Management/airaunz/proceedings auckland
2007/078.pdf
4. http://asbbs.org/files/ASBBS2013/PDF/L/Lin_Joe Tsai Huang(P309-
324).pdf
5. http://www.delhibusinessreview.org/v_13n2/v13n2e.pdf
6. http://dl.acm.org/citation.cfm?id=1409481

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A

SAVITRIBAI PHULE PUNE UNIVERSITY

UNDER THE GUIDANCE OF

SSR COLLEGE OF ARTS, COMMERCE & SCIENCE

Research is a journey from known to the unknown and learning to do

I express my sincere thanks to the respondents for helping and providing

Commerce & Science.

I extend my heartiest thanks to Asst. Prof. MR Rahul Gandhi for her

A Project report on "A study on CUSTOMER SATISFACTION TOWARDS

1.1 INTRODUCTION OF TOPIC;-

M.H.TRADERS is a store located in Silvassa which deals in products

SSR COLLEGE OF ACS-BBA(2021-2022) Page 1

The present study is undertaken with the following specific objectives

1. To study factors considering at the time of purchasing.

2. To know the level of satisfaction of customers

3. To find out any problem faced by the customer of M.H.Traders

4. To find out the loyalty of customers.

5. To get knowledge about this sector

SSR COLLEGE OF ACS-BBA(2021-2022) Page 2

1.4SCOPE OF FURTHER STUDY

The present study is confined only to one particular shop at Silvassa.

This study is conducted to know the factor considered by the customer

Hence it is suggested that the further researcher may conduct the

The present study covered the satisfaction level towards M.H.Traders.

SSR COLLEGE OF ACS-BBA(2021-2022) Page 3

Definition: Research is defined as careful consideration of study regarding a

Inductive research methods analyze an observed event, while deductive

Research is a careful and detailed study into a specific problem, concern, or

SSR COLLEGE OF ACS-BBA(2021-2022) Page 4

2. Research improves the chances of achieving specific goals

3. Research bridges the communication gap

4. Research is necessary for making an important decision

5. Research aids in decision making

2. Qualitative research: Qualitative research involves collecting and

SSR COLLEGE OF ACS-BBA(2021-2022) Page 5

3. Quantitative research: Quantitative research is referred to as the process

4. Descriptive research: Descriptive research refers to the methods that

5. Experimental research: Experimental research is a study that strictly

6. Business research: Business research is a process of acquiring detailed

SSR COLLEGE OF ACS-BBA(2021-2022) Page 6

Research design is the framework of research methods and techniques

Research design is important because:

Research Methodology of data collection in the study.

The researcher has selected this sampling method as he is directly

SSR COLLEGE OF ACS-BBA(2021-2022) Page 7

● The researcher is not able to ask questions to more number of people

● Some of the customers are not cooperating, they feel participating in

● The researcher faced problems due to language barriers as many of

SSR COLLEGE OF ACS-BBA(2021-2022) Page 8

2.1: PROFILE AND HISTORY OF ORGANIZATION

M.H.TRADERS is an Authorized dealer of Asian paints LTD which

Address of the shop

Beside HP Gas Agency, Near ICICI Bank, Vapi-Silvassa main road,

History and Present scenario

M.H.Traders started their retail outlet with a small hardware store at

SSR COLLEGE OF ACS-BBA(2021-2022) Page 9

2.2: ORGANIZATIONAL STRUCTURE

Organizational structure meaning

An organizational structure is a system that outlines how certain