“CUSTOMER SATISFACTION OF BRITANNIA BISCUITS”

WITH SPECIAL REFERENCE TO TALIPARAMBA

MUNCIPALITY
PROJECT REPORT

Submitted in partial fulfillment of the requirement for the award of the Degree of
Bachelor of Commerce, Kannur University.

By
JILSON JOHN
Reg. no:SJ14BR0022

Under the guidance of

Mr. Ajay John(M.Com)
Assistant Professor in Commerce

ST.JOSEPH’S COLLEGE

(Affiliated to Kannur University)

PILATHARA,KANNUR DT.670504

March 2017
Mr.Ajay John(M.Com)
Assistant Professor
Post Graduate Department of Commerce
St.joseph’s college pilathara
kannur

BONAFIDE CERTIFICATE

This is to certify that this project entitled “CUSTOMER SATISFACTION OF BRITANNIA

PRODUCTS”WITH SPECIAL REFERENCE TO TALIPARAMBA MUNCIPALITY is
the bonafide work done by Mr.JILSON JOHN, REG.NO:SJ14BR0022, under my guidance
and 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 an earlier occasion on this or any other candidate.

Signature of the supervisor/Guide

Counter signed:

HOD,Department of Commerce

Forwarded:

Principal

St.joseph’s college pilathara

JILSON JOHN

Reg. No:SJ14BR0022

DECLARATION

I hereby declare that the project work entitled “CUSTOMER SATISFACTION OF

BRITANNIA PRODUCTS”WITH SPECIAL REFERENCE TO TALIPARAMBA
MUNCIPALITY, submitted in partial fulfillment for the award of B.COM Degree of Kannur
University,under the guidance of MR. AJAY JOHN, M.Com, Assistant professor,Department
of Commerce,St.Joseph college pilathara, is my original work and that it has not previously
formed the basis for the award of any Degree,Diploma,Associate ship,Fellowship or any other
similar titles.

Place:Pilathara

Date: JILSON JOHN

 AKNOWLEDGEMENT

This project entitled “CUSTOMER SATISFACTION OF BRITANNIA PRODUCTS”

WITH SPECIAL REFERENCE TO TALIPARAMBA MUNCIPALITY has been executed
by me under the supervision of MR.AJAY JOHN , Assistant professor, Department of
Commerce, St.Joseph College, Pilathara.I extend my deep sense of gratitude to her for the
valuable guidance, advise and encouragement given to me for the timely execution of this work.

I also express my sincere gratitude to Dr.P I LAILA,Head of the Department of Commerce and
all other teachers of the department for lending their valuable assistance for the completion of
this project.

I wish to place on record my gratitude to all my friends and others who encouraged and assisted
me in completing this work.

I am extremely greatful to the library staff of St.Joseph College, Pilathara, for providing all
assistance by lending books,journals and magazines.

JILSON JOHN
 TABLE OF CONTENTS

SL.NO. TITLE PAGE NO.

1 INTRODUCTION 1-4
2 AN OVERVEW OF CUSTOMER SATISFACTION 5-10
3 PROFILE OF BRITANNIA 11-22
4 DATA ANALYIS AND INTERPRETATION 23-44
SUMMARY, FINDINGS, SUGGESTIONS AND
5 CONCLUSION 45-49
6 BIBLIOGRAPHY 50
7 APPENDIX 51-53
 LIST OF TABLES

TABLE NO. TABLE NAME PAGE NO.

4.1 Age group of customers 25
4.2 Occupation of the respondents 26

4.3 Reason behind the purchase of britannia biscuits 27

4.4 Reasons for consumption 28

4.5 Brands preferred by respondents 29

4.6 Type of biscuits prefered 30

4.7 Mode of purchase 31

4.8 Average consumption (Per day) 32

4.9 Averge amount spent on Biscuits(per month) 33

4.10 Nutritional brand preference of Britannia 34

4.11 Salty biscuit preference among Britannia 35

4.12 Preference among Britannia Good day biscuits 36

4.13 Preference among Britannia cream biscuits 37
4.14 Source of awareness 38

4.15 Mode of eating biscuits 39

4.16 Nutritional facts noted 40

4.17 Package preference 41

4.18 Price Comparison 42

4.19 Satifaction with the quality of Britannia biscuits 43

4.20 Frequent buyer of Britannia Biscuits 44

 LIST OF FIGURES

FIGURE NO. FIGURE NAME PAGE NO.

4.1 Age group of customers 25
4.2 Occupation of the respondents 26

4.3 Reason behind the purchase of britannia biscuits 27

4.4 Reasons for consumption 28

4.5 Brands preferred by respondents 29

4.6 Type of biscuits prefered 30

4.7 Mode of purchase 31

4.8 Average consumption (Per day) 32

4.9 Averge amount spent on Biscuits(per month) 33

4.10 Nutritional brand preference of Britannia 34

4.11 Salty biscuit preference among Britannia 35

4.12 Preference among Britannia Good day biscuits 36

4.13 Preference among Britannia cream biscuits 37
4.14 Source of awareness 38

4.15 Mode of eating biscuits 39

4.16 Nutritional facts noted 40

4.17 Package preference 41

4.18 Price Comparison 42

4.19 Satifaction with the quality of Britannia biscuits 43

4.20 Frequent buyer of Britannia Biscuits 44