Customer Satisfaction Towards Bata India Ltd". MD MINHAJ ALI 3LA15MBA12

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Customer satisfaction towards Bata India ltd”. MD MINHAJ ALI 3LA15MBA12
Book · August 2017

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EXECUTIVE SUMMERY
The report is on “Customer satisfaction towards Bata India ltd”.
The series of essential data in this file is through questionnaire and interplay from a desire of
people. It used to be gathered with the aid of administrating a nicely developed questionnaire
to sample size 0f 50 respondents for treasured opinions and treasured examination, interpretation
of statistics had been prepared for secondary information the company’s internet site and
books have been used.
The predominant objective of this study is to recognize about stage of consumer pleasure
towards BATA footwear.
The boundaries of the study are time body and the restrained pattern range.
The consumer pleasure is a characteristic of two the convenience between

the consumer expectations and product identify performance. After buy of product,
the consumer will trip stage of pleasure or dis satisfaction.
The importance of delight exhibit the two product keep should clearly show
product predicted performance.
Satisfaction or dis satisfaction with product will impact a purchaser following behavior If
the consumer is satisfied, he or she will show a greater opportunity of purchasing the product
again.
The cozy purchaser will additionally lean to say proper matters about the brand to others.
Marketer declare: ”Our best commercial is a cozy customer.”

1.1 INTRODUCTION ABOUT THE INTERNSHIP
Analyze of Client Fulfillment has gotten to be an exceptionally vital component in giving

outstanding client benefit. By expanding notoriety of client relationship management can
companies are presently putting more significance on client fulfillment and their relationship
with clients. Numerous of the makes are altering adaptable methodologies to raw in customers
from different classes.
1.2 TOPIC CHOOSEN FOR THE STUDY:
“CUSTOMERS SATISFACTION” TOWARDS BATA INDIA LTD.
Customer satisfaction is a term frequently used in marketing. It is a measure of

how merchandise and services furnished by a organization meet or surpass patron expectation.
Customer pleasure is defined as "the variety of customers, or percentage of whole customers,
whose said ride with a firm, its products, or its services (ratings) exceeds distinctive pride goals.
Who is a customer?
 A person, company, or different entity which buys items and offerings produced by way
of each and every other person, company, or exclusive entity.
 A patron is an man or woman or enterprise that purchases the items or services produced
through a business. Businesses regularly compete through classified ads or diminished
bills to appeal to an ever-larger patron base.
 A purchaser is anybody who buys gadgets or services, particularly from a shop.
 A character who buys items or services from a keep or business.
Definition of patron satisfaction.
 Customer pleasure is a advertising and advertising time period that measures how
products or choices furnished by the usage of a company meet or surpass a customer’s
expectation.
 It is a measure of how products and choices furnished via a organization meet or surpass
consumer expectation. Customer pleasure is described as "the range of customers, or
share of whole customers, whose mentioned experience with a firm, its products, or its
offerings (ratings) exceeds exact pleasure goals.
 The diploma of pleasure furnished thru the goods or offerings of a organization as

measured with the useful resource of the vary of repeat customers.
 Customers derive pride from a product or a provider based totally on whether their want
is met effortlessly, in a convenient way that makes them loyal to the firm. Hence, client
pleasure is an important step to gain patron loyalty.
Stages of customer satisfaction
1. Customer-journey consistency
It’s well understood that organizations have to persistently work to provide clients with
exceptional viable extremely good service, with every nearby of the employer having clear
policies, rules, and helping mechanisms to make sure consistency in the direction of every
interaction. However, few corporations can supply consistently at some stage in consumer
journeys, even in meeting main needs.
2. Emotional consistency
It’s nicely understood that agencies should continually work to provide customers with
highest quality service, with every vicinity of the business having clear policies, rules, and
supporting mechanisms to ensure consistency all through each interaction. However, few
companies can supply persistently throughout purchaser journeys, even in assembly primary
needs.
3.Communication consistency
The study suggests that organizations need to have clear policies, regulations and aiding
mechanisms to make sure each interaction they have with a purchaser is consistent.
For example, a purchaser would possibly first contact sales, are searching for purchaser assist
for getting queries resolved, and then join with an account supervisor for product
upgradations.
The client ride entails many touch points, your job is to make sure all of your team know the
basic message you desire to deliver. You can’t have half of of your crew imparting a high
level of carrier and the other half of providing none.
Why Organizations Focus on Customer Satisfaction
Customer pride is the cornerstone of any customer-focused business. Without humans to

purchase the product or service, the enterprise will join different failed ventures. Bringing
human beings into your store and ensuring their ride is gratifying requires you to provide
money-saving deals, to instruct your personnel and to make sure that clients are happy with
their purchases.
1.3 NEED FOR THE STUDY:
 Client fulfillment investigation is productive prepare collecting customer information.

 Assessing his data to make it into significant data.
 Change in the lifestyle of people(buyer).
 Increasing fashion trends.
 Advertising, publicity and media.
 Increase in competing technology development.
 Up-ward move in advancement and assembling development.
 Increasing buyer power makes the customers to look at branded products.
1.4 OBJECTIVES OF THE STUDY:
 To satisfy customer by providing BATA quality products

 To attract customer towards BATA products.
 To provide better service than other challengers.
 To get more benefit.
 To participate actively in the work.
 To cooperate with different fantastic infrastructure institutions.
 To determine the percentage of human beings using BATA brand foot wear.
 To determine most preferred brand.
 Promotion of BATA products.
1.5 SCOPE OF THE STUDY:
This project is made to allow an approach for calculating showcase structure in terms of
customer satisfaction towards buy of Bata goods.
 To learn customer about BATA products.

 To distinguish between BATA & other products.
 To knowledge customer why they buy BATA products.
The result of the consider will offer assistance out Bata Company to correct their blame and to
come out with new arrangement and special movement which offer
assistance to make a great put in footwear industry again.
The lookup locate out about entitled comparative evaluation of market potential, market share’s
client grasp of BATA shoes with unique reference BATA household footwear in Bidar town
below taken by the researchers cowl the following lookup activity.
The intention of the discover out about is to estimate the market practicable and consumer hold
close in Bidar city and have a look at it with its aggressive manufacturers and moreover forecast
the extra than a few possibilities accessible in the market for BATA shoes for coming years.
1.6 RESEARCH METHODOLOGY:
The Research methodology is pre-plan which direct a researcher to gather a required data to
study a problem. It will gather in 2 ways secondary and primary.
1. SECONDARY DATA COLLECTION:
When the facts are amassed by way of someone else for a reason other than the researcher’s
cutting-edge project and has already gone through the statistical evaluation is known as as
Secondary Data.The secondary records are with no trouble available from the other sources
and as such, there are no precise series methods. The researcher can reap records from the
sources each interior and external to the organization.
2. PRIMARY DATA COLLECTION:
When the statistics are collected at once through the researcher for the first time is known as
as Primary Data. It is original in nature and is particular to a research trouble underneath
study.
SURVEY METHOD:
The essence of survey method can be defined as “questioning individuals on a subject or

matters and then describing their responses”[1]. In business research survey technique of
primary information collection is used in order to check concepts, mirror mind-set of people,
establish the level of customer satisfaction, behavior segmentation lookup and a set of other
purposes. Survey technique can be used in both, quantitative, as well as, qualitative studies.
Sample size:
Samples are procedure for learning about huge masses by monitoring a small number of
individuals.
The chosen sample is 50.
1. Sampling unit Individual customers

2. Sampling method Random sampling
3. Sampling size 50 customers
4. Sampling plan Questionnaires
5. Sample area Bidar city
1.7 LITERATURE REVIEW:
Literature Review is the report of a complete assessment of the posted and unpublished work
from secondary sources of data in the areas of specific pastime to the researcher.
The major aim is to detect problem that already investigated.

Customer pleasure is the act of just doing sufficient to be adequate to a customer. It is truly
assembly primary expectations.
Client fulfillment is an equivocal and hypothetical show and the real sign of the state of
fulfillment will be diverse from people and item to item & benefit to benefit. The state
of fulfillment depends on no. of both mental and physical factors which evaluate with
the fulfillment behaviors such as return to & propose rate & the level of fulfillment can also
diverge depending on unused choices client have another items against which the customer
can compare the organization products. Because fulfillment is basically a mental state, care
must be taken in the exertion of quantitative capacity, indeed in spite of the fact
that a tremendous number of investigates in this locale have as of late been developed.
These 10 parts of fulfillment are as takes after:
 Quality
 Value
 Timeliness
 Efficiency
 Ease of Access
 Environment
 Inter-departmental
 Teamwork
 Front line Service Behaviors and
 Obligation to the Customer and Innovation.
1.8 LIMITATIONS OF THE STUDY:
All research study is made by the following restrictions and some of them are:
 The survey has been conducted only for 50 respondents.

 The contemplate is led from the client's perspective.
 Secondary statistics of employer constantly makes in prefer of the business enterprise
that’s why trouble occurs.
 It consists of few questions and answer session, so most of the human beings avoid it
and that’s why we get little incorrect response in the questionnaire.
 That several effects came out as modifications the areas.
2.1 INDUSTRY PROFILE
FOOTWEAR INDUSTRIES IN INDIA
India is the second best footwear producer in the world, with footwear manufacturing accounting
for about 9 per cent of the world annual production – 22 billion pairs as in contrast to China,
which produces over 60 per cent of the world production.
India every year produces 2.1 billion pairs of which ninety per cent are fed on internally whilst
last are exported primarily to European worldwide places which encompass United Kingdom,
Germany, USA, Italy and France, as per market analysts.
Footwear exports from India have grown at a CAGR of 20 per cent in Indian Rupee phrases in
the course of the closing 5 12 months backed by way of the use of developing demand from
European international locations and increasing core of interest of primary importing countries to
shift sourcing from China to one-of-a-kind low fee producing countries.
India is the 1/3 greatest sneakers eating u . s . a . in the world after China and USA, but with very
little putting apart the three, India is very shortly expected to be the 2d biggest customer as well.
In absolute terms, shoes exports from India have risen from Rs. 71.5 billion in FY10 to Rs. a
hundred and eighty billion in FY15.
The increase in Indian fashion and life-style market has given an impetus to the shoes
organization as well. From a easy need-based industry, it has grow to be an evolving style and
style category.
2.2 COMPANY PROFILE
BATA HISTORY
Foundation
 The T. & A. Baťa Shoe Company used to be established on the twenty fourth of
August 1894 in Zlín (Moravia, these days the Czech Republic) by using Tomáš Baťa
(Czech: [ˈtomaːʃ ˈbaca]), his brother Antonín and his sister Anna, whose household had
been cobblers for generations. The agency employed 10 full-time personnel with a
constant work agenda and a normal weekly wage, a unusual discover in its time.
 In the summer of 1895, Tomáš located himself going via financial difficulties, and cash
owed abounded.
 To overcome these serious setbacks, Tomáš decided to sew shoes from canvas as a
replacement of leather.
 This kind of shoe grew to be very famous and helped the agency grow to 50 employees
 Four years later, Bata set up its first steam-driven machines, starting off a size of speedy
modernization. In 1904, Tomáš look at a newspaper article about some machines being
made in America.
 Therefore, he took three employees and journeyed to Lynn, a shoemaking town outside
Boston, in order to find out about and apprehend the American machine of mass
production.
 After six months Tomáš once more to Zlin and he added mechanized manufacturing
strategies that allowed the Bata Shoe Company to grow to be one of the first mass
producers of footwear in Europe.
 Its first mass product, the “Batovky,” used to be a leather-based and cloth shoe for
working human beings that was once top notch for its simplicity, style, moderate weight
and lower priced price. Its success helped fuel the company’s growth.
 After Antonin's loss of life in 1908, Tomas added two of his youthful brothers, Jan and
Bohuš, into the business.
 Initial export profits and the first ever sales companies commenced in Germany in 1909,
observed thru the Balkans and the Middle East.
 Bata footwear have been regarded to be notable quality, and had been on hand in greater
patterns than had ever been offered before. By 1912, Bata used to be once the use of
600+ full-time workers, plus another a variety of hundred who labored out of their
residences in neighboring villages.
Present
 After the world financial adjustments of the 1990s, the enterprise closed a range of its
manufacturing factories in developed global areas and centered on expanding retail
business.
 Bata moved out of Canada in endless steps. In 2000.
 it closed its Batawa factory, then in 2001, it closed its Bata retail stores.
 retaining its "Athletes World" retail chain. In 2004.
 the Bata headquarters were moved to Lausanne, Switzerland and administration was once
transferred to Thomas G. Bata, grandson of Tomáš Baťa.
 The Bata headquarters building in Toronto was once once vacated and faster or later
demolished to tons controversy.
 In 2007, the Athletes World chain used to be as soon as sold, ending Bata retail
operations in Canada.[12] As of 2013, Bata continues the headquarters for its "Power"
brand of footwear in Toronto.
 The Bata Shoe Museum, headquartered via way of Sonja Bata, and operated by means of
a charitable foundation, is also positioned in Toronto.
2.3 PROMOTERS
Name Designation
Uday Khanna Chairman & ind director

Ram kumar gupta Director – finance & CFO
Akshay chudasama Independent director
Christopher kirk Non-executive director
Sandeep kataria Whole time director & CEO
Rajeev gopalakrishnan Managing director
Ravi dhariwal Independent director
Anjali bansal Independent director
Shaibal Sinha Non executive director
2.4 VISION, MISSION & QUALITY POLICY
VISION:
 BATA is the premier regional public transit authority in Michigan, always creating and
operating state of the artwork transit technologies, body of workers training, performance
metrics and financial administration at the easiest level, such that BATA is able to take
delivery of any larger mission that would possibly be required of it with the aid of its
community, place or state.
 Be, and be recognized, as the nice product and carrier organization in the protection
footwear industry.
 Be the fastest growing company in every market we enter.
MISSION:
 BATA provides safe, high-quality, efficient and dependable transportation offerings in its
area that hyperlink people, jobs, and communities.
 We will provide products and offerings of ideal exceptional which improves and protects
the health of the feet of our customers. We are the innovator and using the industry. We
are the desired business companion for our customers.
 Maximize fee for its shareholders and enterprise associates.
QUALITY POLICY
 Coordinate in a decentralized mode, which implies the company is able to alter to the
local surroundings.
 Bata has a performing commerce arrange based on economy of scale.
 Attempting of not send out the neighborhood make is fundamentally committed to

the inner advertise.
 have get admission to an sufficient pool of assessors and/or professionals to be capable to
perform a wonderful accreditation process.
 cooperate with other fine infrastructure institutions.
2.5 PRODUCTS / SERVICES
 Leather Footwear
 Rubber / Canvas Footwear
 Plastic Footwear
 Accessories, Garment & Others
 Bata bags and Luggage
 Bata belts
2.6 AREAS OF OPERATION
 Its retail organize of over 1200 stores offers it a acquire / scope that no one of a kind
footwear corporation can coordinate.
 Its city bargain division and caters to tens of millions of clients thru over 30,000
merchants.
 Bata retails in 50 countries, and providing jobs to 40,000 people.
 Bata has greater than 5200 retail stores in 70 nations and manufacturing offerings in 18
countries.
 Its forty operating units in 26 countries.
 Operates 5 manufacturing units.
 At Batanagar in Kolkata, Faridabad in Haryana, Bataganj in Patna, Peenya near
Bangalore, and Hosur in Tamil Nadu.
 Its retail network of over 1200 shops gives it a reach.
2.7 INFRASTRUCTURE FACILITIES
 Infrastructure consisting of well lit roads, dealt with water supply, accurate water
drainage system, professional waste management system.
 The Maidan will be developed to include infrastructure and facilities around a quality
football arena and other facilities for children playgrounds etc.
 People will be able to walk on landscaped jogging tracks around trees and beautifully
crafted water bodies.
 The development will set high standards on eco and green development.
 An environment friendly transport system will be provided for commuting within the
township.
 The transport hub will have an auto rickshaw stand, a taxi stand and a bus stand to
serve the population in the development.
 The present Riverfront will be upgraded and developed into a promenade, supplying a
number services and services.
 The Bata Boys School, Bata Girls School and the Nursery School will continue to
function from their modern locations and the administration of the equal has been
taken over with the aid of the Government, thereby ensuring persevered social
dedication to deserving residents.
2.8 COMPETITORS INFORMATION:
 ADIDAS
 NIKE
 PUMA
 REEBOK
 LIBERTY
 RELAXO FOOTWEAR
 VKC
2.9 SWOT ANALYSIS
STRENGTH:
 Market Penetration: Bata has penetrated the market virtually well. Bata is existing in
giant cities to small towns. This helps in retaining its consumer base and additionally
taking snap shots the new demand created in the market.
 Strong Distribution Network: BATA has a very sturdy distribution community in the
direction of the world with about 5000 retail stores global out of which higher than 1200
are positioned in India.
 Excellent positioning: Bata has placed itself definitely excellent as a fashionable yet
low-cost sneakers brand.
 Cost Advantage: Its pretty clear that BATA has the cost gain and is in a position to
manufacture a big range of foot wears at a very low cost price.
 Worldwide Presence in over 70 nations and production offerings in 27 countries.
 Benefit acquired from link to the global agency for back-office systems, product
improvements and sourcing.
 Found in all the metros, mini-metros and towns.
 Sells by over 1200 retail outlets in India and 5000 stores worldwide.
 Employs more than 6800 human beings in India and 40000 humans world over and over
30,000 dealers.
 Excellent marketing and manufacturer presence.
WEAKNESS:
 Limited market share due to competition: Bata has been subjected to high opposition
which doesn’t allow Bata to have a high market share. Bata’s market share has been
decreased to 6 per cent.
 Falling Sales: Bata India’s year on 12 months income has been on a downturn. Although
the company’s profits have been increasing.
 Low quality image: Because of the low pricing of Bata shoes, most consumers expect
the wonderful of the sneakers will be low as well. This is a normal fee splendid strategy
of positioning.
 High cost for manufacturer protection.
 Intense competition in the footwear phase potential restrained scope to overhaul market
share.
OPPORTUNITY:
Footwear as a Fashion statement: Foot wears are now regarded trend announcement and
consequently sales are sure to increase. This creates an hazard for Bata to beautify its
revenues.
Growing Rural Market: Bata has a sturdy presence in the rising nations. Rural market in the
emerging worldwide places is growing at a immoderate rate. Bata desires to take advantage
of the demand created in the rural market. This will assist in improving its bottom-line.
Growing demand in the top class sneakers category: There is a growing demand in the
premium shoes industry, in particular in the rising worldwide areas the region the cutting-
edge of residing is growing.
 People now appear towards shopping for sneakers as a combination of fashion and
comfort, so now has an growing market size.
 Bata has an hazard to create a separate division for tackling the rural markets in rising
nations.
 Global enlargement in the top fee footwear section.
THREAT:
 Intense competition: Bata is dealing with extreme opposition from other leading
footwear manufacturers in all the classes and for this reason enlarging its purchaser base
and market share is turning into difficult.
 Duplicity in the market: The Footwear business enterprise is also subjected to duplicity
in the market, which no longer only decreases earnings but also weakens the brand title.
 Intense Competition from different main footwear brands.
 Commoditization if trend footwear no longer differentiated well.

2.10 FUTURE GROWTH & PROSPECTS
 New designs to aid sales growth.

 Ladies footwear witnessed healthy traction in sales, aided by new designs and wedding
season demand.
 Focus on female shoes and ad spends to drive growth.
 Revisiting keep enlargement strategy.
 The company has created separate area for Bubblegummers (children shoes) in some
stores to increase visibility.
 The Company ought to center on quality with a stretch on buyer fulfillment.
2.11 FINANCIAL STATEMENT
BALANCE SHEET
AMOUNT IN MILLIONS.
31 MARCH 31 MARCH
TOTAL LIABILITIES
2016 2017
642.64 642.64
Equity shares
Reserve 6360.66 7767.37
Shareholder’s fund 7003.30 8410.01
Loan funds -- --
Noncurrent liabilities 561.10 792.75
TOTAL 7564.40 9202.76
31 MARCH 31 MARCH
TOTAL ASSETS
2016 2017
Fixed assets (gross)
5793.97 6252.34
Fixed assets (net) 2594.66 2699.42
Investment 48.51 48.51
Net current assets 3482.26 4590.48
Other noncurrent assets 1438.97 1864.35
TOTAL 7564.40 9202.76

3. THEORITICAL BACKGROUND OF THE STUDY
Who is a customer?
 A person, company, or other entity which buys items and offerings produced by way of
another person, company, or different entity.
 A customer is an person or business organization that purchases the objects or choices
produced with the useful resource of a business. Attracting customers is the major intention
of most public-facing businesses, due to the fact it is the purchaser who creates demand for
objects and services. Businesses commonly compete by means of commercials or lowered
prices to entice an ever-larger patron base.
 A consumer is anyone who buys goods or services, in particular from a shop.
 A person who buys objects or offerings from a maintain or business.
Definition of customer satisfaction.
 Customer pride is a advertising and marketing time duration that measures how
merchandise or services furnished with the aid of a enterprise meet or surpass a customer’s
expectation.
 Customer pleasure is a term regularly used in marketing. It is a measure of how
merchandise and offerings furnished by using potential of a enterprise meet or surpass
consumer expectation. Customer pleasure is described as "the range of customers, or
percentage of whole customers, whose recommended day trip with a firm, its products, or
its offerings (ratings) exceeds distinct pride goals.
 The degree of pleasure furnished through the items or services of a agency as measured by
using capacity of the range of repeat customers.
 Customers derive pleasure from a product or a service chiefly based on whether their want
is met effortlessly, in a reachable way that makes them loyal to the firm. Hence, customer
pride is an fundamental step to reap customer loyalty.
4. ANALYSIS AND INTERPRETATION OF DATA
4.1 From where did you come to know?
SL NO. Response No. Of respondents % Of respondents
1 Friends 28 56%
2 Family 6 12%
3 Advertisement 16 32%
Total 50 100%
From where did you come to know?
3 Advertisement
32%
1 Friends
56%
2 Family
12%
Analysis:
From the above graph, more than 56% of respondents be aware of about BATA sneakers from
friends, 12% from family and 32% from advertisement.
Interpretation:
From the analysis it was determined that most of the respondent answered that they be aware of
about BATA sneakers mostly from friends.
4.2 What did you like in BATA?
1 Quality 33 66%
2 Price 8 16%
3 Range of product 3 6%
4 Easy availability 6 12%
TOTAL 50 100
What did you like in BATA?
12%
6% 1 Quality
2 Price
16% 3 Range of product
66% 4 Easy availability
Analysis:
From the above graph, 66% of respondents like quality in BATA footwear and price 16%,
range of product 6%, 12% easy availability.
Interpretation:
From the evaluation it was found that most of the respondent spoke back that they like quality in
BATA footwear.
4.3 What are the options you get in BATA?
1 Formals 29 58%
2 Casuals 6 12%
3 Sportswear 4 8%
4 All 11 22%
TOTAL 50 100
What are the options you get in BATA?

35
[VALUE]
30
25
20
15 [VALUE] [VALUE]
10 [VALUE]
5
[VALUE]
0 [VALUE] [VALUE] [VALUE]
Formals Casuals Sportswear All
1 2 3 4
No. Of respondents % Of respondents
Analysis:
From the above graph, 58% of respondents like formals in BATA footwear and 12%
casuals, 8% sportswear, 22% all.
Interpretation:
From the analysis it used to be found that most of the respondent answered that they like to buy
casuals from options.
4.4 When you are willing to buy shoes?
1 Seasonal 26 52%
2 Occasional 20 40%
3 Can’t say 4 8%
TOTAL 50 100
When you are willing to buy shoes?
8%
52%
40%
1 Seasonal 2 Occasional 3 Can’t say
Analysis:
From the above graph, 52% of respondents buy BATA footwear in seasonal and 40%
occasional, 8% can’t say.
Interpretation:
From the evaluation it was once found that most of the respondent replied that they like to
purchase seasonal.
4.5 What do you prefer in shoes?
1 Quality 10 20%
2 Price 6 12%
3 Range of products 5 10%
4 Durability 29 58%
TOTAL 50 100
What do you prefer in shoes?
20%
12%
58%
10%
1 Quality 2 Price 3 Range of products 4 Durability
Analysis:
From the above graph, 58% of respondents to buy durability BATA footwear 20% quality,
12% price, 10% range of products.
Interpretation:
From the analysis it used to be located that most of the respondent answered that they like to buy
longer durability footwear.
4.6 What product range are you looking for?
1 Casuals 20 40%
2 Formals 10 20%
3 Sportswear 5 10%
4 All 15 30%
TOTAL 50 100
WHAT PRODUCT RANGE ARE YOU LOOK ING FOR?
4 All
30%
1 Casuals
40%
3 Sportswear
10%
2 Formals
20%
Analysis:
From the above graph, 40% of respondents looking for casual BATA footwear 20%
formals, 10% sportswear, 30% All.
Interpretation:
From the analysis it was once found that most of the respondent responded that they searching for
casuals shoes in BATA.
4.7 From where do you buy shoes?
1 Malls 3 6%
2 Departmental stores 2 4%
3 Retailers 30 60%
4 Can’t say 15 30%
TOTAL 50 100
From where do you buy shoes?
1 Malls
6%
4%
30%
2 Departmental stores
3 Retailers
60% 4 Can’t say
Analysis:
From the above graph, 60% of respondents looking in retail store. 4% departmental stores,
6% malls, 30% can’t say.
Interpretation:
From the evaluation it used to be discovered that most of the respondent answered that they
looking for BATA footwears in retail stores.
4.8 What is your satisfaction level according to the BATA products?
1 Very satisfy 10 20%
2 Satisfy 20 40%
3 Neutral 15 30%
4 Dissatisfied 5 10%
TOTAL 50 100
What is your satisfaction level according to the BATA products?

4 Dissatisfied
10% 1 Very satisfy
20%
3 Neutral
30%
2 Satisfy
40%
Analysis:
From the above graph, 40% of respondents are satisfy with BATA products. 20% very
satisfy, 30% neutral, 10% dissatisfied.
Interpretation:
From the evaluation it was once found that most of the respondent answered that they satisfy
through BATA products.
4.9 How many member use BATA products in your family?
1 Me 28 56%
2 1-2 10 20%
3 More than 2 12 24%
4 All - 0%
TOTAL 50 100
How many member use BATA products in your family?
56%
24%
20%
0%
28 10 12 -
Me 2-Jan More than 2 All
1 2 3 4
Analysis:
From the above graph, 56% of respondents is one me of BATA products. 20% 1-2
member, 24% more than 2 members 0% all family member.
Interpretation:
From the analysis it used to be observed that most of the respondent replied that they are the user
of BATA products.
4.10 Do the products of other company provide that much of quality compared to BATA?
SL NO. Response in No. Of respondents % Of respondents
1 Yes 13 26%
2 No 10 20%
3 Can’t say 27 54%
TOTAL 50 100
Do the products of other company provide that much of quality

compared to BATA?
30 27
25
20
15 13
10
10
5
26% 20% 54%
0
Yes No Can’t say
1 2 3
Analysis:
From the above graph,54% of respondents can’t say, 26% say yes, 20% say no compared
to BATA products.
Interpretation:
From the evaluation it was once observed that most of the respondent replied that they are can’t
say about quality of BATA products.
4.11 Are You Satisfied with Brand BATA?
1 Yes 32 64%
2 No 18 36%
3 Can’t say 0 0
TOTAL 50 100%
Are you satisfied with brand BATA?
0%
36%
1 Yes
2 No
3 Can’t say
64%
Analysis:
From the above graph,64% of respondents say they satisfied with BATA products. And
36% customer says not satisfied with BATA brand and 0% customer can’t say about
BATA brand.
Interpretation:
From the analysis it was once found that most of the respondent replied that they are satisfy with
BATA products.
4.12 Are The Prices of BATA shoes capable to attract customers?
1 Yes 10 20%
2 No 12 24%
3 Can’t say 28 56%
TOTAL 50 100%
Are The Prices of BATA shoes capable to attract customers?

56%
30
25
20
24%
15
28
20%
10
12
5 10
0
Yes No Can’t say
1 2 3
Analysis:
From the above graph,56% of respondents they can’t say about attraction towards price of
BATA shoes. And 24% customer says not attracted price BATA shoes and 20% customer
says yes to shoes price of BATA.
Interpretation:
From the evaluation it was once discovered that most of the respondent answered that they can’t
say about price of BATA shoes.
4.13 Is all the product range available in BATA showroom?
1 Yes 12 24%
2 No 12 24%
3 Can’t say 26 52%
TOTAL 50 100%
Is all the product range available in BATA showroom?
26
12 12
24% 24% 52%
YES NO CAN’T SAY

1 2 3
Analysis:
From the above graph,52% of respondents they can’t say about all range of price BATA
products. And 24% customer says yes about price of BATA products. and 24 customer
says no all range of price to shoes price of BATA.
Interpretation:
From the evaluation it used to be observed that most of the respondent answered that they can’t
say about all range price of BATA products.
4.14 Do the products of other company provide that much good quality compared to BATA?
1 Yes 5 10%
2 No 18 36%
3 Can’t say 27 54%
Total 50 100%
Do the products of other company provide that much good quality compared
to BATA?
54%
27
36%
18
10%
YES NO CAN’T SAY

1 2 3
Analysis:
From the above graph, more than 54% of respondents say that they can’t say about quality
of BATA products, 36% of say no, 10% say yes to the quality of BATA products.
Interpretation:
From the analysis it was determined that most of the respondent answered that they say can’t say
about BATA product quality.
4.15 Do you find value for money in BATA?
1 Yes 29 58%
2 No 10 20%
3 Can’t say 11 22%
Total 50 100%
1 Yes, 29
35
30
25
20 2 No, 10 3 Can’t say, 11
15
10 1 Yes, 58%
5 2 No, 20% 3 Can’t say, 22%
0
Yes No Can’t say
1 2 3
Analysis:
From the above graph, more than 58% of respondents say that they say yes about value for
money of BATA products, 20% of say no, 22% say can’t to value for money of BATA
products.
Interpretation:
From the evaluation it was once found that most of the respondent answered that they say Yes it’s
value for money about BATA product.
STATISTICAL TOOLS:
Chi-square Test χ2:
The Chi-square test is one of the simplest and most usually used non parametric take a look
at in statistical work. The Greek letter χ2 is used to denote this test. two
This is a test that is carried out to have a look at association or difference, though it is
additionally used as a check of difference. It measures the distinction between a statistically
derived anticipated result and actual result whether or not there is a tremendous distinction
between the two.
H0- There is no relationship between the household individuals and the kid’s use of school
shoe.
H1- There is relationship between the family contributors and the kid’s use of school shoe.
Q1) Do your family member use Bata footwear

Particulars No. of respondents Percentage
Yes 17 34%
No 33 66%
Total=50 100%
Q2) did your Kids use Bata school shoes

Particulars No. of respondents Percentage
Yes 12 24%
No 38 76%
Total=50 100%
Level of significance=5%
Degree of freedom (d.f) = (r-1)*(c-1)
Where r is no. of rows
C is no. of columns
Therefore, d.f = (2-1)*(2-1) = 1

Family member who Kids in family who
Total
use Bata footwear use Bata footwear
Yes 17 12 29
No 33 38 71
Total=50 50 100
Calculation of expected frequencies
Family member who Kids in family who

use Bata footwear use Bata footwear Total
(a1) (a2)
Yes (b1) 14.5 14.5 29
No (b2) 35.5 35.5 71
Total=50 50 100
Expected frequency for each cell is
a1b1= = =14.5
𝑛
a1b2= = = 35.5
𝑛
a2b1= = = 14.5
𝑛
a2b2= = = 35.5
𝑛
Applying chi-square
Observed Expected
SLNO O-E (O-E)2 (O-E)2/E
value value
1 17 14.5 2.5 6.25 0.36
2 33 35.5 -2.5 6.25 0.18
3 12 14.5 -2.5 6.25 0.52
4 38 35.5 2.5 6.25 0.16
Total= 1.22
Therefore, χ2=1.22
The table value χ2 0.05 = 3.841

Since the calculated χ2 is much less than the necessary cost of χ2. There is a relationship between
family member who use Bata shoes and youngsters in household who use Bata sneakers is
accepted. Hence the choice hypothesis is generic and different is rejected.
5.1 FINDINGS:
 It was found that most of the respondent spoke back that they buy sneakers in exclusive days
due to the fact it depends on their desires.
 Majority of respondent stated that they would like to purchase footwear largely speakme from
retailer due to the fact of on hand & comfort.
 Most of the respondents come to apprehend about Bata thru phrase of mouth communication.
 Most of the respondent influenced through ability of their friends who have been professional
and longer relation with Bata because of that they obtained influenced.
 Majority of respondent the usage of Bata sneakers from 1 12 months due to the fact they had
been not mindful about Bata offerings at Bidar due to the purpose lack of industrial and
awareness.
 Majority of respondents the usage of Bata shoes due to its brand name due to the fact the
Bata manufacturer is one of the well-known company in sneakers amongst its clients and
this company is known for its excessive fantastic and service of the product.
 Number of respondents didn’t use Bata footwear for
their childrenthough footwear is appropriate great and relaxed the business enterprise need
to create attention amongst customers.
 Majority of respondents are comfy with the Bata merchandise because of high sturdiness of
product and long lasting.
 The 2nd desire of customers alternatively of Bata is Reebok & Paragon these
two agencies are major rivals for Bata Company.
5.2 CONCLUSIONS
From the study on shopper satisfaction in the direction of Bata India ltd.it has covered most of the
customers of BATA merchandise are at ease with the BATA products. Such as quality, manufacturer
name, price, provider is most essential in attracting to clients closer to Bata products.
5.3 SUGGESTIONS
 The agency can introduce schemes to enhance sales. Schemes may consist of free
gifts, discounts in seasons for the customers and discount in school seasons
for school footwear and the identical for casual shoes at some point of the vacation period, and in
the competition seasons.
 Bata must habit everyday marketing surveys to recognize the cutting-edge style and
expectations of the customers.
 Company conduct extra commercial to make their customers satisfy.
 The opponents are so round the Bata, so Bata stick with its patron by means
of presenting products as per their needs.
 Bata shoes expenditures have to be comfy to without problems purchase the kid’s footwear.
BIBLOGRAPHY
Books Author
 Consumer Behavior Philip kotler.
 Marketing Research G C Beri.
 Strategic management Alex Miller
WEBILOGRAPHY
• WWW. BATA. COM

• WWW. SLIDESHARE. COM
• WWW. WIKIPEDIA. COM
ANNEXURES
“CUSTOMER SATISFACTION” TOWARDS BATA
Dear Respondent,
I, Md. Minhaj Ali the student of 4th Semester, MBA in Lingaraj Appa Engineering College Bidar
Affiliated to Visvesvaraya Technological University, Belagavi, carrying out project work in partial
fulfillment of my course, request you to furnish the details in the given questionnaires schedule
which is used purely for my academic purpose and the details furnished by you will be maintained
confidential.
Thanking you, Md.Minhaj Ali
Name: _______________________________
Age: _______________________________
1. Have you heard about BATA?

i. Yes [ ] ii. No [ ]
2. What price range does BATA offer you?

i. Low [ ] ii. Medium [ ] iii. High [ ]
3. From where did you come to know?

i. Friends [ ] ii. Family [ ] iii. Ads [ ]
4 Have you used BATA?

i. Yes [ ] ii. No [ ]
5. What did you liked in BATA?

i. Quality [ ] ii. Price [ ]
iii. Range of products [ ] iv. Easy availability [ ]
6.. Are you satisfied with brand BATA?

i. Yes [ ] ii. No [ ] iii. Can’t say [ ]
7. Are the prices of BATA shoes capable to attract customers?

8. What are the options you get in BATA?

i. Formals [ ] ii. Casuals [ ]
iii. Sportswear [ ] iv.All [ ]
9. Is all the product range available in one single showroom?

10. Do you find value for money in BATA?
11. What kind of shoes do you prefer?

i. Branded [ ] ii. Unbranded [ ]
12. When you are willing to buy shoes?

i. Seasonal [ ] ii. occasional [ ] iii. Can’t say [ ]
13. What do you prefer in shoes?

i. Quality [ ] ii. Price [ ]
iii. Range of products [ ] iv. Durability [ ]
14. What product range are you looking for?

i. Casual [ ] ii. Formal [ ]
iii. Sportswear [ ] iv.All [ ]
15. From where do you buy shoes?

i. Malls [ ] ii. Departmental stores [ ]
iii. Retailers [ ] iv. Can’t say [ ]
16. Are you pricing conscious?

i. Yes [ ] ii. No [ ]
17. Do the products of other company provide that much good quality of products compared to
BATA?
18. What is your satisfaction level according to the Bata gent’s product?
i. very satisfies [ ] ii. Satisfy [ ]
iii. Neutral [ ] iv. dissatisfied
19. How many member use Bata product in your family?

i. Me [ ] ii. 1-2 [ ]
iii. More than 2 [ ] iv. All [ ]
20. How many customers say Bata product quality is good?

i.20 % [ ] ii. 40 % [ ]
iii. 60 % [ ] iv. 80 % [ ]
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ON ECONOMIC DEVELOPMENT IN INDIA, flusserstudies, Volume 30, June 2021,Page
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FINANCIAL INSTITUTIONS, International Journal of Innovative Research in Technology,
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USING CAMEL APPROACH", International Journal of Emerging Technologies and
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USING PANEL CAUSALITY TEST, Journal of Huazhong University of Science and
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EFFICIENCY USING MEAN, International Journal of Innovative Research in Science,
Engineering and Technology (IJIRSET), Volume 10, Issue 6, June-2021 ,Page no: 6391-6397,
Available at: http://www.ijirset.com/upload/2021/june/97_INTER_NC1.pdf
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PRODUCTIVITYAND PROFITABILITY MATRIX OF BANKS BY HMTFP AND FPTFP,
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203, Available at: http://journalstd.com/gallery/23-june2021.pdf
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PRODUCTIVITY BY AGGREGATE LEVEL, Journal of Xi'an University of Architecture &
Technology, Volume 13, Issue 6, June- 2021 ,Page no: 296-314, available at:
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PRODUCTIVITY BY DISAGGREGATE LEVEL", International Journal of Creative Research
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:http://www.ijcrt.org/papers/IJCRT2106187.pdf
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Research in Quality Control and Management 2021, 6(1): 8-9
20. Haralayya B. How Digital Banking has Brought Innovative Products and Services to India.
Journal of Advanced Research in Quality Control and Management 2021; 6(1): 16-18
21. Haralayya B. Top 5 Priorities That will Shape The Future of Retail Banking Industry in India.
Journal of Advanced Research in HR and Organizational Management 2021; 8(1&2): 17-18.
22. Haralayya B. Millennials and Mobile-Savvy Consumers are Driving a Huge Shift in The Retail
Banking Industry. Journal of Advanced Research in Operational and Marketing Management
2021; 4(1): 17-19
23. Haralayya B. Core Banking Technology and Its Top 6 Implementation Challenges. Journal of
Advanced Research in Operational and Marketing Management 2021; 4(1): 25-27
24. Nitesh S Vibhute ; Dr. Chandrakant B. Jewargi ; Dr. Bhadrappa Haralayya . "Study on Non-
Performing Assets of Public Sector Banks" Iconic Research And Engineering Journals Volume
4, Issue, 12 June 2021, Page 52-61 Available at
https://irejournals.com/formatedpaper/1702767.pdf
25. Haralayya, Dr. Bhadrappa and Saini, Shrawan Kumar, An Overview on Productive Efficiency
of Banks & Financial Institution (2018). International Journal of Research, Volume 05 Issue 12,
April 2018, Available at SSRN: https://ssrn.com/abstract=3837503
26. Haralayya, Dr. Bhadrappa, Review on the Productive Efficiency of Banks in Developing
Country (2018). Journal for Studies in Management and Planning, Volume 04 Issue 05, April
2018, Available at SSRN: https://ssrn.com/abstract=3837496
27. Basha, Jeelan and Haralayya, Dr. Bhadrappa, Performance Analysis of Financial Ratios - Indian
Public Non-Life Insurance Sector (April 30, 2021). Available at
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28. Haralayya, Dr. Bhadrappa, The Productive Efficiency of Banks in Developing Country With
Special Reference to Banks & Financial Institution (april 30, 2019). Available at
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SSRN: https://ssrn.com/abstract=3844409 or http://dx.doi.org/10.2139/ssrn.3844409 .
32. Bhadrappa Haralayya . "Customer Satisfaction at M/s Sindol Bajaj Bidar" Iconic Research And
Engineering Journals, Volume 4 ,Issue 12, June 2021, Page 157-169 Available at:
33. Bhadrappa Haralayya . "Ratio Analysis at NSSK, Bidar" Iconic Research And Engineering
Journals, Volume 4, Issue 12,June 2021, Page 170-182 Available at:
34. Bhadrappa Haralayya . "Financial Statement Analysis of Shri Ram City Union Finance" Iconic
Research And Engineering Journals, Volume 4, Issue 12,June 2021, Page 183-196 Available at:
35. Bhadrappa Haralayya . "Employee Job Satisfaction at Big Bazaar" Iconic Research And
Engineering Journals, Volume 4, Issue 12, June 2021, Page 197-206 Available at:
36. Bhadrappa Haralayya . "Effect of Branding on Consumer Buying Behaviour at Vijay Bharat
Motors Pvt Ltd, Bidar" Iconic Research And Engineering Journals, Volume 4, Issue 12, June
2021, Page 207-222 Available at: https://irejournals.com/formatedpaper/1702796.pdf
37. Bhadrappa Haralayya . "Study on Customer Perceptions Guru Basava Motors, Bidar" Iconic
Research And Engineering Journals, Volume 4, Issue 12,June 2021, Page 223-231 Available at:
38. Bhadrappa Haralayya . "Study on Loans and Advances for DCC Bank Main Branch
Nayakaman, Bidar" Iconic Research And Engineering Journals, Volume 4, Issue 12, June 2021,
Page 232-242 Available at: https://irejournals.com/formatedpaper/1702798.pdf
39. Bhadrappa Haralayya . "Work Life Balance of Employees at Karanja Industries Pvt Ltd, Bidar"
Iconic Research And Engineering Journals, Volume 4, Issue 12, June 2021, Page 243-254
Available at: https://irejournals.com/formatedpaper/1702799.pdf
40. Bhadrappa Haralayya . "Working Capital Management at TVS Motors, Bidar" Iconic Research
And Engineering Journals, Volume 4, Issue 12, June 2021, Page 255-265 Available at:
41. Haralayya, Dr. Bhadrappa, Testing Weak Form Efficiency of Indian Stock Market – An
Empirical Study on NSE (April 30, 2021). Emerging Global Strategies for Indian Industry
(ISBN: 978-81-910118-7-6), 2021, Available at SSRN: https://ssrn.com/abstract=3837488
42. Haralayya, Dr. Bhadrappa, Top 10 Ways to Improve the Communication Skills (JUNE 20,
2016). Available at
43. Haralayya, Dr. Bhadrappa, Multi-Inter-Trans Disciplinary Research Towards Management and
Commerce (July 25, 2016). Available at SSRN: https://ssrn.com/abstract=3847404
44. Bhadrappa Haralayya . "Advertising Effectiveness With Reference to Big Bazaar" Iconic
Research And Engineering Journals, Volume 5, Issue 1, July 2021, Page 101-110 Available at:
45. Bhadrappa Haralayya . "Analysis of Non Performing Asset on Urban Cooperative Bank in
India" Iconic Research And Engineering Journals, Volume 5, Issue 1,July 2021, Page 111-121
Available at: https://irejournals.com/formatedpaper/1702832.pdf
46. Bhadrappa Haralayya . "Ration Analysis With Reference to DCC Bank" Iconic Research And
Engineering Journals, Volume 5, Issue 1, July 2021, Page 122-130 Available at:
47. Bhadrappa Haralayya . "Consumer Buying Behavior With Reference to Bajaj Auto Ltd" Iconic
Research And Engineering Journals, Volume 5, Issue 1, July 2021, Page 131-140 Available at:
48. Bhadrappa Haralayya . "Sales Promotion With Reference to Yamaha Motor" Iconic Research
And Engineering Journals, Volume 5, Issue 1, July 2021, Page 141-149 Available at:
49. Bhadrappa Haralayya . "Financial Statement Analysis Using Common Size on Mahindra Sindol
Motors" Iconic Research And Engineering Journals, Volume 5, Issue 1, July 2021 , Page 150-
159 Available at: https://irejournals.com/formatedpaper/1702836.pdf
50. Bhadrappa Haralayya . "Loans And Advances with Reference to PKGB Bank" Iconic Research
And Engineering Journals, Volume 5, Issue 1, July 2021, Page 160-170 Available at:
51. Bhadrappa Haralayya . "Study on Trend Analysis at John Deere" Iconic Research And
Engineering Journals, Volume 5, Issue 1, July 2021, Page 171-181 Available at:
52. Haralayya B, Aithal PS. Study on Cost Efficiency in Indian and Other Countries Experience.
Journal of Advanced Research in HR and Organizational Management 2021; 8(1&2): 23-30.
53. Haralayya B, Aithal PS. Study on Theoretical Foundations of Bank Efficiency. . Journal of
Advanced Research in Operational and Marketing Management 2021; 4(2): 12-23.
54. Haralayya B, Aithal PS. Study on Profitability Efficiency in Indian and Other Countries
Experience. Journal of Advanced Research in Quality Control and Management 2021; 6(2): 1-
10.
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Customer satisfaction towards Bata India ltd”. MD MINHAJ ALI 3LA15MBA12

Book · August 2017

Google Scholar Link View project

The user has requested enhancement of the downloaded file.

The report is on “Customer satisfaction towards Bata India ltd”.

The consumer pleasure is a characteristic of two the convenience between

Marketer declare: ”Our best commercial is a cozy customer.”

Analyze of Client Fulfillment has gotten to be an exceptionally vital component in giving

“CUSTOMERS SATISFACTION” TOWARDS BATA INDIA LTD.

Customer satisfaction is a term frequently used in marketing. It is a measure of

 A purchaser is anybody who buys gadgets or services, particularly from a shop.

 A character who buys items or services from a keep or business.

Definition of patron satisfaction.

 The diploma of pleasure furnished thru the goods or offerings of a organization as

Why Organizations Focus on Customer Satisfaction

Customer pride is the cornerstone of any customer-focused business. Without humans to

 Client fulfillment investigation is productive prepare collecting customer information.

 To satisfy customer by providing BATA quality products

 To learn customer about BATA products.

1. SECONDARY DATA COLLECTION:

2. PRIMARY DATA COLLECTION:

The essence of survey method can be defined as “questioning individuals on a subject or

1. Sampling unit Individual customers

The major aim is to detect problem that already investigated.

These 10 parts of fulfillment are as takes after:

 The survey has been conducted only for 50 respondents.

FOOTWEAR INDUSTRIES IN INDIA

Uday Khanna Chairman & ind director

 Be the fastest growing company in every market we enter.

 Maximize fee for its shareholders and enterprise associates.

 Attempting of not send out the neighborhood make is fundamentally committed to

 High cost for manufacturer protection.

 Intense Competition from different main footwear brands.

 Commoditization if trend footwear no longer differentiated well.

 New designs to aid sales growth.

Reserve 6360.66 7767.37

Shareholder’s fund 7003.30 8410.01

Noncurrent liabilities 561.10 792.75

TOTAL 7564.40 9202.76

Fixed assets (net) 2594.66 2699.42

Investment 48.51 48.51

Net current assets 3482.26 4590.48

Other noncurrent assets 1438.97 1864.35

TOTAL 7564.40 9202.76

Definition of customer satisfaction.

4.1 From where did you come to know?

SL NO. Response No. Of respondents % Of respondents

From where did you come to know?

SL NO. Response No. Of respondents % Of respondents

4 Easy availability 6 12%

What did you like in BATA?

SL NO. Response No. Of respondents % Of respondents

What are the options you get in BATA?

No. Of respondents % Of respondents

SL NO. Response No. Of respondents % Of respondents

When you are willing to buy shoes?

1 Seasonal 2 Occasional 3 Can’t say

SL NO. Response No. Of respondents % Of respondents

3 Range of products 5 10%

What do you prefer in shoes?

1 Quality 2 Price 3 Range of products 4 Durability

SL NO. Response No. Of respondents % Of respondents