A Study on Customer Satisfaction on Bhat-Bhateni Super Market

By
JAMUNA RAI
Campus Roll No: 16
TU Registration No: 7-2-0003-008-2016
BBS 4th year
Phone No: 9811085165

A PROJECT WORK PROPOSAL

Submitted to:
Management Research Committee
Mahendra Morang Adarsha Multiple Campus
Faculty of Management
Tribhuvan University

In Partial fulfill of requirement for the Degree of BACHELOR OF BUSINESS STUDIES

(BBS)
Biratnagar
January 06, 2021

Contents of Proposal
1. Background of the study................................................................................................................1

2. Statement of the problems.............................................................................................................2

3. Objectives of the study..................................................................................................................2

4. Rational of the study......................................................................................................................2

5. Literature Review..........................................................................................................................3

6. Research Methods..........................................................................................................................4

6.1 Research Design....................................................................................................................4

6.2 Area of Research....................................................................................................................4

6.3 Population and sample size....................................................................................................4

6.4 Source of data and type..........................................................................................................4

6.5 Data Collection method.........................................................................................................4

6.6 Data Analysis tools and techniques........................................................................................5

7. Limitations of the study.................................................................................................................6

8. Organization of the study...............................................................................................................7

9. References.....................................................................................................................................8
1. Background of the study
Customers are important to a business as they are the people who buy the goods or services it
provides. If customers are not satisfied the Business will not able to sell it goods or services.
Therefore, no profit will be made and the company may go out of business. Customer service
is the service a consumer receives before, during and after they have purchased a goods or a
service. Satisfied customer will continue to use a business and contribute to it profits. If
customers receive a good quality service, they will be more likely to return. This will lead to
increased sale and profits. Good customers service will improve a Company’s reputation.
Customer who have received a good service will be more likely to recommend the company
to family and friend.

According to Gregory Liotti “A satisfied Customer is one who will be continued to buy from
you, seldom shop around, refer cost and in general be a superstar advocate for your business.”
Customer satisfaction has been major concern for every organization these days. Researchers
also seems to be interested om this particular topic. Bhat-Bhateni Super Market is one of the
leading retail store and focus on the satisfaction of Customer. The main goal of this
organization is to Minimize cost and Maximum profit along with satisfaction. Customer
satisfaction is the important aspect of business on Which business organization must focus to
maintain public relation as well as to attain long term profit and to maintain customer loyalty.

Bhat-Bhateni Super Market was established in 1984 by Mr. Min Bahadur Gurung, the
company is owner and chairman, as a ‘single shutter’ 120 sq. ft. Bhat –Bhateni has a
combined 1000,000 sq. ft. sales area across its location and 95 percent of who are women,
with daily exceeding NRs. 5.5 core Bhat-Bhateni is also the largest tax payer in retail sector
in Nepal.Today Bhat-Bhateni is Nepal leading supermarket and department store
chain,spreed out in Kathmandu the capital city of economic has country,Bhat-Bhateni is one
of the Nepals most brands and see daily footh all of over 100,000 patrons.

The survey will deal with the customer preference of Bhat-Bhateni supermarket at
Biratnagar. This study further explains the association between Variable and Independent
variable success, association between gender effecting the preference of the customers’
association between age, group and preference of the customer, etc. would have been
answered through theirs survey.

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2. Statement of the problems

This study will try to obtain answered of the following questions which are main problem of
this study:

 What are the reason for choosing Bhat-Bhateni Super Market?

 How can we evaluate level of consumer satisfaction on price charged, service delivered
and product variety offered by Bhat-Bhateni Super Market?

3. Objectives of the study

The primary objective of the study is to get knowledge about research project work and
submitted this report to management committee in the fulfillment for requirement of Degree
of Bachelor of Business Studies (BBS). The specific objectives of the study are given as
follows:

 To analyze the reason for choosing Bhat-Bhateni Super Market

 To evaluate level of consumer satisfaction on price charged, service delivered and
product variety offered by Bhat-Bhateni Super Market

4. Rational of the study

The study of customer satisfaction of Bhat-Bhateni Super Market of Biratnagar branch is

important to many individuals which can be as follows:

 This study may help the reader/business organization to enhance the awareness about how
to satisfy customer and take corrective action.
 It works as an evidence for the researcher to provide concrete path for conduction future
research.

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5. Literature Review

Gomathi, Kishore and Deepika (2013) examined a study on customer satisfaction towards
departmental store in Erode city. Structure questionnaire were used in the survey. Total 500
consumers of departmental store were personally surveyed. Simple random sampling was
used for selecting the respondents.

K.C. and Paramsivam (2013) have investigated a study on customer satisfaction, purchase
pattern towards Nilgiri’s supermarket in Coimbatore city. This purposive sampling method
was used for selecting customers and the sample size was 60. The different tools used for
analysis of result were percentage analysis, scaling analysis and Chi-square analysis. The
main factors taken into consideration for data analysis were value, availability, and
arrangement of the product in Niligiri’s store and ambient level of satisfaction towards the
supermarket.

Mahfooz (2014) has evaluated on the relationship between service quality and customer
satisfaction in hypermarkets of Saudi Arabia. Self-administered questionnaire were used for
the data collection using convenience sampling technique. Descriptive statistics were used for
the analysis. The author has found that the higher level of service quality will have a
significant effect on establishing satisfaction.

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6. Research Methods

In order to achieve the objective mentioned above following research methodology has been
used:

6.1 Research Design

This study will be based on descriptive research design. It will be descriptive in nature
sot it will describe the real situation. This study will simply describe a study on customer
satisfaction on Bhat-Bhateni Super Market.

6.2 Area of Research

This research study was conducted to know the customer satisfaction level of Bhat-
Bhateni Super Market. The study was focused on how customer satisfaction of different
gender, profession and age group are affected by different factor like price, quality, service
delivered, product available, etc.

6.3 Population and sample size

The population for this study are those customers which had visited Bhat-Bhateni
supermarket once for buying. The sampling units were of both genders i.e. male and female.
The sample respondents represent the youth of the college going students, people from
business units, housewives and people who are working as an employee.

6.4 Source of data and type

The data has been generated by primary sources. For collecting the data through primary
sources questionnaire method had been used to know customer satisfaction. Structured
questions were included in the questionnaire.

6.5 Data Collection method

Data has been collected by visiting the Bhat-Bhateni Super Market and distributing the
questionnaire to the customer who have visited the store.

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6.6 Data Analysis tools and techniques
Data analysis tools used for the fulfillment of objectives were frequency and mean for
attaining first objective frequency has been used similarly for second and third objectives
weighted average mean has been used.

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7. Limitations of the study

Following are the limitations of the study:

 This study was based on primary data taken from questionnaire method
 This study was conducted only for specific period of time so it may not be applicable for
repeated result.
 The data was collected on the month of March.
 Simple statistical and financial tools have been used to analyze the data.

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8. Organization of the study

The present study will be organized in to 3 chapters which are given as follows:

Chapter One- Introduction: Background of the study, profile of organization, statement of

problem, objectives of the study, importance of the study, limitations f the study, literature
review, research methods, organization of the report.

Chapter Two- Result and Analysis: Presentation of data, Analysis of the data, Major finding

Chapter Three- Summary and Conclusion: Summary and conclusion

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9. References

Gomathi R, K. S. (2013). A study on customers satisfaction towards department store in

Erode city. International Journal of Engineering and Management Research, 3(5),
38-41.

KCP & Paramasivm, P. (2013). Astudy on customer satisfaction, purchase pattern towards
Nilgiri's supermarket in Comimbatore City. Internationsl Journal of commerce and
Business Management, 6(2), 384-389.

Kotler, P. (1973). Atmospherics as a Marketing tools. Journal of Retailing, 49(4), 48-64.

Kumar, P. (2016). Store quality, customer satisfaction and loyalty. A study on Retail Formats
in India, International Journal of Management and Business Studies, 6(4), 31-38.

Mahhtfooz, Y. (2014). Relationship Betwee Service Quality and Customer Satisfaction in

Hypermarkets of Saudi Arabia. International Journal of Marketing Studies, 6(4), 10-
22.