CUSTOMER’S PERCEPTION OF SERVICE QUALITY IN

SELECTED RETAIL CHAINS WITH SPECIAL REFERENCE

TO
VISHAL MEGA MART

INDUSTRIAL TRAINING AT INDIAN MARKET

RESEARCH BUREAU (IMRB), BHUBANESWAR

Presented By:
Prasanta Roy
MBA/08/031
INTRODUCTION
 COMPANY PROFILE

 PRIMARY BUSSINESS

 PRODUCT AVAILABLE

 GOAL
OBJECTIVE OF THE STUDY
 To study the factor influencing the customers
to purchase from retail store.

 To study the sales services provided by the

retail store.

 To analyze customer satisfaction towards

products and services.
RESEARCH METHODOLOGY

 SAMPLING

 SAMPLE DESCRIPTION

 INTERVIEW PROCEDURE

 DATA COLLECTION
DATA INTERPRETATION AND DATA
ANALYSIS
OVERALL SATISFACTION
Very Satisfied Moderately Satisfied Slightly Satisfied
Neither Satisfied Nor Dissatisfied Slightly Dissatisfied Moderately Dissatisfied
Very Dissatisfied Can’t Say /Don’t Know
6% 18%
9% 6%

10%

12%

18% 21%
LIMITATION OF THE STUDY
 Limited time frame

 No of respondent

 Lack of interest of the people

MAJOR FINDINGS
 Majority of customers are slightly satisfied
with overall satisfaction in all categories

 Majority of the customers are slightly

satisfied with the apparel section

 Age group of 24-35 are mostly visit

SUGGESTIONS
 Introduce vegetable section in their outlet
 Better parking facility
 New billing counter

 Increase their promotional activities

 Periodic market survey
 Enrich their range and product of cosmatic

segments
CONCLUSION
THANK YOU