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A Study On Customer Service Quality Management AT Iconix Designs
A Study On Customer Service Quality Management AT Iconix Designs
AT ICONIX DESIGNS
By
NAME INITIAL
(REG.NO.211)
Of
Of
SEPTEMBER - 2016
PANIMALAR ENGINEERING COLLEGE
(A CHRISTIAN MINORITY INSTITUTION)
CERTIFICATE
This is to certify that this project report titled “A STUDY ON CUSTOMER SERVICE
QUALITY MANAGEMENT AT ICONIX DESIGNS” is the bonafide work of MENAKA.V
who carried out the research under my supervision. Certified further, that to the best of my
knowledge the work reported herein does not form part of any other project report or dissertation
on the basis of which a degree or award was conferred on earlier occasion on this or any other
candidate.
I would like to express my sincere gratitude to Our Chairman Dr. JEPPIAAR M.A.,
B.L., Ph.D., for providing excellent environment and infrastructure and for his valuable support
throughout the course of study.
I express my deep sense of gratitude and thanks to Our Secretary and Correspondent
Dr.P.CHINNADURAI, M.A., Ph.D., and I express my sincere thanks to Our Directors Mrs. C.
VIJAYA RAJESWARI, Mr. C.SAKTHIKUMAR, M.E., M.Phil., and Mrs.
SARANYASREE SAKTHIKUMAR, B.E. I also express my gratitude to my Principal Dr.
K.MANI M.E., Ph.D.for providing all the required facilities for the successful completion of this
project work.
I take this opportunity to express my gratitude to the Dean & Head of the Department of
Management studies, Dr. V.MAHALAKSHMI M.L., M.B.A., Ph.D., for providing me an
opportunity and Mrs. R. KRUTHIKA M.B.A who has given me guidance to do this project
work.
MENAKA.
TABLE OF CONTENTS
LIST OF TABLES ii
LIST OF ABBREVIATIONS iv
INTRODUCTION 1
1 INTRODUCTION 2
2 INDUSTRY PROFILE 3
4 RESEARCH METHODOLOGY 19
7 CONCLUSION 38
APPENDIX 39
BIBLIOGRAPHY 43
ABSTRACT
The project report entitled ”A study on customer service quality management at ICONIX
DESIGNS”, Chennai.. Based on the findings, suggestions are given to the management about the
service quality thereby the satisfaction of the customer is increased and may increase economic
competitiveness. This will help the organization to take appropriate decisions which is needed at
the time of providing services. This will reduce customer dissatisfaction and increase the
profitability or returns of the business. The sources of data collection are primary source the
information required for the study can be directly collected from the customer, using a standard
questionnaire, secondary sources like books, records and magazines were used.
LIST OF TABLES
S. No TITLE Page No
Compared to how you felt about iconic before this project, what would
4.10 32
you say is the likelihood of completing another project now?
4.11 Considering the overall value of the project you paid for, was it. 33
LIST OF CHARTS
Page
S.No TITLE
No
4.11 Considering the overall value of the project you paid for, was it. 33