Professional Documents
Culture Documents
Customer Satisfaction Towards Raymonds Fashion Wear
Customer Satisfaction Towards Raymonds Fashion Wear
ON
Submitted To:
SESSION: 2009-2012
Department of Management
TEERTHANKER MAHAVEER UNIVERSITY
DELHI ROAD, MORADABAD
He/she has made sincere efforts in the completion of the project work.
I Vinay Gupta hereby declare that the research work presented in this
work in Moradabad. The project embodies the result of original work and
studies carried out by me and the contents of the project do not form the basis
Vinay Gupta
gratitude towards all those who helped me in the successful execution of this
project.
I would like to thanks Chairman Sir, Mr. Suresh Jain, Vice Chairman Mr.
Manish Jain, Additional Director Dr.vipin Jain for their able guidance. I also
extend my gratitude towards the H.O.D. Mr. M.P. Singh and my course co-co-
ordinator Mr. Abhinav Srivastava & Mr. Avinash Raj kumar who entrusted
Ms. Surbhi Chauhan whose constructive counselling and able guidance helped
me immensely in bringing out this project in the present form. And lastly the
entire faculty member & the entire Lab staff for providing me this opportunity
incomplete without thanking my family and friend who were a big support
throughout.
VINAY GUPTA
reference to Moradabad city. The sampling technique used for this is convenient
sampling. The sample size taken is 25 and the information is collected through
The collected primary data through questionnaire has been further tabulated &
represented through pie-chart. At the end of this project, these data are
1. INTRODUCTION
2. COMPANY PROFILE
3. SCOPE OF STUDY
4. RESEARCH OBJECTIVES
5. ASSUMPTION
6. RESEARCH METHODOLOGY
8. FINDINGS
9. SUGGESTIONS
10.LIMITATIONS
11.CONCLUSION
12.BIBLIOGRAPHY
13.ANNEXURE
INTRODUCTION
WEAR” with reference to Moradabad city. The sampling technique used for
this is convenient sampling. The sample size taken is 25 and the information is
The collected primary data through questionnaire has been further tabulated &
represented through pie-chart. At the end of this project, these data are
CUSTOMER SATISFACTION
Balanced Scorecard.
In a competitive marketplace where businesses compete for customers,
• Executive meetings
• User Group meetings
• Other meetings
Step 5 - Customer Satisfaction Surveys
• Customer Satisfaction Surveys
• Event Driven Surveys
• Internal Indicators of Customer Satisfaction
• Tickets Resolved Within Objectives
• Tickets Overdue
• Resolve Time
• Response Time
Factors affecting Customer Satisfaction
services.
met.
Complaint management.
essence, becoming a walking, talking advertisement for the firm. If there are
this then lowers the cost of promotion to attract new customers. This benefit is
forgiving, therefore the firm can occasionally slip up and not and lose
ranks amongst India's largest and most respected apparel companies. We bring
to our customers the best of fabric and style through some of the country’s most
Park Avenue in 1986 catering to the men's formal wear market. Parx was
formal range of men's shirts, suits, trousers, jackets, ties and leather accessories.
Raymond identified the vacuum for a high end, casual wear brand and hence
Crossing the gender divide two of our brands, Park Avenue and
research team, which keeps a close watch on international fashion forecasts and
design trends. A Design Studio has also been set up in Italy, which has further
international standard.
All our brands are available at exclusive brand stores, ‘The Raymond
Shop’ retail outlets and multi-brand outlets across India and the Middle East.
Raymond Premium Apparel
postioned to offer classic garments with impeccable fits and inviting styles to
the Global Indian. Needless to say that the product is made only from premium
Raymond fabrics.
Manzoni
international style & luxury. The brand offers the discerning customer a super
premium range of suits, trousers, jackets, shirts, and accessories such as ties,
Park Avenue
single largest formal and occasion wear brand in India. Park Avenue has been
evening wear.
Park Avenue Woman
professionals of today.
ColorPlus
brand in the country. The company acquired by Raymond caters to the growing
demand for a high-end, casual wear brand in India. Some of the technological
innovations by Color Plus are thermo-fused buttons, golf ball wash, soft jeans,
today. Color Plus now offers her a varied choice of clothes and accessories to
the needs of consumers who are looking for dressing up for life across
occasions and events. Parx makes available the latest international trends
through differentiated designs and styles. It has always been part of the
Notting Hill
exceptional fits, styling and colour range. Notting Hill promises to be an instant
Zapp!
The burgeoning children's wear market has now turned stylish with Zapp!
- A stylish offering children in the age group of 4-12 can choose from a wide
range of clothes, accessories, bed and bath linen and more. The exclusive brand
covers the spectrum of children's lifestyle products that includes an entire range
conglomerate.
In our endeavor to keep nurturing quality and leadership, we always
choose the path untaken - from being the first in 1959 to introduce a polywool
blend in India to creating the world's finest suiting fabric the Super 240s made
provide customers total textile solutions. Few companies globally have such a
We manufacture for the world the finest fabrics - from wool to wool-
blended worsted suiting to specialty ring denims as well as high value shirting.
through highly successful ventures like Silver Spark Apparel Ltd. and Regency
Texteis Portuguesa Lda (for fine Tailored Suits, Trousers and Jackets), Ever
We also have some of the most highly respected apparel brands in our
through the exclusive chain of 'The Raymond Shop' and stand-alone brand
stores for Raymond Finely Crafted Garments, Manzoni, Park Avenue, Color
With a US$600 million turnover we are today one of the largest players
in fabrics, designer wear, denim, cosmetics & toiletries, engineering files &
markets. All our plants are ISO certified, leveraging on cutting-edge technology
that adheres to the highest quality parameters while also being environment
friendly.
Raymond Ltd.
Raymond Apparel Ltd. has in its folio some of the most highly regarded
Avenue for Men & Women, ColorPlus for Men & Women, Parx, Be: and Zapp!
demand for a high end, casual wear brand in the country for Men & Women.
A leading player in the Engineering Files & Tools segment and the largest
Milestones
1925 - Setup of The Raymond Woollen mill in the area around Thane creek.
1944: Lala Kailashpat Singhania took over The Raymond Woollen Mill. The
mill was primarily making cheap and coarse woollen blankets, and modest
engineering files known as JK Files & Tools. This has now become the
1958 - The first exclusive Raymond Retail showroom, King's Corner, was
garments division of Raymond has since then grown rapidly. Raymond has
1980: Vijaypat Singhania took over the reins of the company. He injected
conglomerate.
1986 - Launch of "Park Avenue", the premium lifestyle brand providing a
complete wardrobe solution to the men who like to dress well & be current on
1995: Superfine pure wool collection under the Lineage Line (Super 100S to
Super 140S).
exclusive products that have always caught the eye of some of the world's
leading denimwear brands. Its designs have always kept pace with the
changing styles and cuts found in every youngster's closet. With a 40 million
meters capacity, Raymond today ranks amongst the top 2 producers of ring
denim in India
1999: The Chairman's Collection of Super 150S made from Merino Wool and
2005: Setup of state-of-the art jeanswear facility 'Everblue Apparel Ltd.' near
Bangalore.
2005: Setup of state-of-the art facility 'Celebrations Apparel Ltd.' for the
2005: Raymond achieved a rare feat and a historical milestone with the
creation of the world's finest worsted-suiting fabrics from the finest wool ever
produced in the world- The Super 230s made up of 11.8 micron of wool.
polywool suiting specially crafted using exotic fibres like Cashmere, Angora,
2006 Set of Raymond's third worsted unit at Vapi in Gujarat. Raymond now
has 3 state of the art units with a combined capacity of 31 million meters of
worsted fabric.
2006 Launch of design studio in Italy for cutting edge design capabilities for
2006: Set up of world class carded woollen unit, Raymond Fedora Ltd, in
Jalgaon.
2006 Set up of greenfield shirting unit at Kolhapur producing high value
Gruppo Zambaiti.
2006 Set up of J.K. Talabot Ltd - JV with MOB, France for the
2006 Launch of Zapp! our kidswear brand with first store in Ahmedabad.
2007 Entered into Joint Venture to retail premium brand ‘GAS’ in India.
2008 Launch of 'Neckties & More' - New format store for accessories.
Images Fashion Awards 2009 - Most Admired Textile Brand of the Year
Lyrca Images Fashion Awards 2008 - Most Admired Textile Brand of the
Year
Lyrca Images Fashion Awards 2008 - Most Admired Suiting Brand of the
Year
CNBC Consumer Award 2007 - The Best Branded Readymade Garment
and Textile
Park Avenue
Year
the Year
Award' for being the Star Performer of 2006 in the Hand tools Category
PRODUCT RANGES
Tailored Clothing
Raymond Ltd.
To meet the growing needs of our domestic and international clients, our
plant has the capacity to produce 450,000 suits and jackets and 2.0 million
Mumbai.
We not only produce engineered (fused) jackets but also have the
capability to produce high -end half canvas jackets. This make-up offers the
complete 'tailored' with 18-20 rows of blind stitch on the lapels, guaranteeing a
roll on the lapel, which is unmatched. The jackets are hand sewn to complete
consistency and relaxation, which is essential for new age fabrics like Super
The cutting room is equipped with the latest generation fabric spreading and
cutting machines from Gerber. This combined with the fabric pinning system
from Vieth, Germany ensures the best matching standards on checks and
stripe fabrics.
Our automated sewing workstations are from Durkopp Adler, Pfaff and
Stringent quality control at every stage of the process ensures that each
Jeanswear
The plant has the capacity to turn out 1.5 million garments per annum
samples.
Today, we are the developing and manufacturing partners of leading
global brands. This has been made possible by the optimal use of modern
technology.
The finishing unit consists of scraping spray booths, sand blasting and laser
India for washing and dyeing obtained from Europe. This ensures, that we
can provide a wide variety of finishes to meet the diverse tastes of our global
customers.
Dress Shirts
Our formal shirts have earned the reputation of being at par with the
world's best. This has been made possible through Celebrations Apparel Ltd,
our new facility in Bangalore, which has a technical collaboration with Flex
The plant has the capacity to manufacture over 1.5 million shirts per year.
using single needle machines. Oil free sewing machines and a dust free
environment ensure spotless whites and light colour shirts. Threads, interlinings,
buttons and other embellishments are sourced from the best suppliers across the
runs and style changes. This flexibility permits the manufacture of both fused
USA, Germany and Japan comprise of automated spreading and cutting with an
inbuilt system for matching checks and stripes. Pocket creasing and pocket
attach operations aided by SRP sewing machines make our unit one of the best
time to time .
promotional offers offered and how far it is going to the customer expectation
and to retain the existing customer as well as attracting the new potential
customer.
OBJECTIVES
To know the factors affecting customer behavior for making the purchase
decision.
ASSUMPTION
conducted it consist the blue print of the collection measurement and analysis of
data”.
In that project the research design was adopted for the “Descriptive research
The main purpose of the study was to tell the consumer satisfaction in “A.
The major emphasis was on the discovery of the ideas and opinions of the
SAMPLE DESIGN
A sample design is a definite plan for obtaining a sample size from a given
adopt in selecting items for the sample. The sample design is determined before
The sampling used for the study is “Convenience Sampling”. Under this
sampling design every item or the universe has equal change or inclusion in the
sample because this consumer ‘Satisfaction survey, so we give each person at
It gives each element in the population an equal probability of getting into the
RESEARCH PLAN
Sampling unit
Sample size
25
Research Instrument
Questionnaire
Contact method
Sample area
Moradabad city
TYPES OF DATA
Primary data: These data’s are those which are collected for the first time and therefore
original in nature.
Secondary data: Data, which have already been collected by someone else and hence passed
DATA COLLECTION
For the collection of the primary data following methods were used:
Interview method: Personal interview of the customer are taken at different levels to get
their opinions and suggestions. And the interview was structured in nature.
Organization documents
Magazines
Websites
STATISTICAL TOOLS
:Pie charts
DATA ANALYSIS
&
INTERPRETATION
Q.1. Do you know about Raymond fashion wear?
Table No. 1
Graph No. 1
10%
Yes
No
90%
INTERPRETATION
Above pie chart shows that 90% of the respondent know about Raymond
fashion wear but 10% respondents don’t know about Raymond fashion wear.
Q.2. Do you use any product of Raymond fashion wear?
Table No. 2
Graph No. 2
15%
Yes
No
85%
INTERPRETATION
Above pie chart shows that 85% of the respondent use the product of Raymond
fashion wear but 15% respondent do not use the product of Raymond fashion
wear.
Q.3. Which factor attract you to buy the Raymond wears ?
Table No. 3
Graph no. 3
20%
30%
Quality
price
brand
50%
INTERPRETATION
Above pie chart shows 20% of the respondents think that product design attract
the customer buying the Raymond wears, 50% respondents think that price
attract the customer buying the Raymond wears and 30% respondents think that
Table No. 4
Graph no. 4
25%
30%
reliability
price
quality
45%
INTERPRETATION
Above pie chart shows that 45% of the respondents think that Price, attract the
attract the customer in buying the Raymond’s wears and 30% respondents think
Table No. 5
Graph No. 5
30% 30%
price
quality
other factor
40%
INTERPRETATION
Above pie chart shows 30% of the respondents would recommend price factor,
40% would recommend quality factor and 30% respondents would recommend
other factor.
Q.6. In your opinion does the Raymond wears show the social status of a
person?
Table No. 6
S.No Options Percentage
1. Yes 60%
2. No 40%
Graph No. 6
40%
yes
60%
no
INTERPRETATION
Above pie chart shows that 60% of the respondents says that the Raymond
Q.7. How did you come to know about new arrivals of Raymonds ?
Table No. 7
Graph No. 7
10%
television
20%
45%
newspaper
magazine
other sources
25%
INTERPRETATION
Above pie chart shows that 45% of the respondents come to know about new
other sources.
Q.8. What is your perception about Raymond fashion wear?
Table No. 8
Graph no. 8
10%
30%
good
60% average
bad
INTERPRETATION
Above pie chart shows that 60% of the respondents perception is good, 30% bad
to another brand?
Table No. 9
Graph No. 9
35%
positive
negative
65%
INTERPRETATION
Above pie chart shows that 65% of the respondents think that the image of
Raymond fashion wear is positive and 35% think that it is negative as compared
to another brand.
Q.10. Which brand according to you is giving the most competition to
Table No. 10
Graph No. 10
50% 50%
peter england
monte carlo
INTERPRETATION
Above pie chart ahows that 50% of the respondents says that peter England is
giving most competition to the Raymond and 50% says that Monte carlo is
Table No. 11
Graph No. 11
30%
yes
no
70%
INTERPRETATION
Above pie chart shows that 70% of the respondents are satisfied from the
Almost all the respondents are the loyal customer of Raymond’s fashion
wear.
wear.
average.
Time constraint.
Raymond’s fashion wear at Moradabad city. The main aim of the project was to
understand people and their Preference towards Raymond’s fashion wear. Most
the people like and prefer Raymond’s suiting due to its quality and its good
product because it has certain image in the minds of people and they think that
report it can be said that most of the respondents comes to know about the
Raymond’s
Books:-
MAGAZINES / NEWSPAPERS
Business Today
Name:-………………..
Gender:-………………
Occupation:-………….
Location:-…………….
Contact no:-…………..
a. Yes b. No
a. Yes b. No
c. Brand
a. Reliability b. Price
c. Quality
Q.5. What factor would you recommend to change ?
a. Price b. Quality
c. Other factor
Q.6. In your opinion does the Raymond wear show the social status of a
person?
a. Yes b. No
Q.7. How did you came to know about new arrivals ?
a. Good b. Average
c. Bad
Q.9. In your opinion what is the image of Raymond fashion wear as compare
to another brand?
a. Positive b. Negative
a. Yes b. No