Malabar Gold and Diamonds Mini Project

A
MINI PROJECT REPORT

ON
“A STUDY ON CUSTOMERS SATISFACTION TOWARDS

MALABAR GOLD AND DIAMOND IN SOLAPUR CITY”
SUBMITTED BY
1) Mitali Gopal Baldawa _______
2) Anushka Ajit Desai _______
3) Urvi Vaibhav Gujar _______
4) Pooja Umesh Kurulkar _______
5) Smruti Rahul Shah _______
HIRACHAND NEMCHAND COLLEGE OF COMMERCE

SOLAPUR
B.B.A II Sem IV
2021-2022
A
STUDY
OF
“CUSTOMER’S SATISFACTION TOWARDS MALABAR GOLD

AND DIAMOND IN SOLAPUR CITY”
PROJECT REPORT SUBMITTED TO
P.A.H. SOLAPUR UNIVERSITY, SOLAPUR
IN PARTIAL FULFILLMENT
OF
BACHELOR OF BUSINESS ADMINISTRATION
SEMESTER IV 2021-
2022
THROUGH
THE PRINCIPAL
HIRACHAND NEMCHAND COLLEGE OF COMMERCE
SOLAPUR
B.B.A. PROGRAMME
DATE PRINCIPAL
CERTIFICATE
This is to certify that work on the Mini Project Report

entitled,
“___________________________________________
___________________________________________”
Presented by –
1) Mitali Gopal Baldawa
2) Anushka Ajit Desai
3) Urvi Vaibhav Gujar
4) Pooja Umesh Kurulkar
5) Smruti Rahul Shah
In partial fulfilment of Bachelor of Business Administration
(Sem IV) to the P.A.H. Solapur University Solapur; has been carried
out under my guidance.
To the best of my knowledge and belief the matter presented in
this report has not been submitted earlier.
Principal Signature of Guide

HNCC, Solapur Mrs. Priyanka V. Kurle
Date
DECLARATION
To,
The Principal,
Hirachand Nemchand College of Commerce,
Solapur
Respected Sir,
We, the undersigned, hereby declare that Mini Project Report entitled “A
study on customers satisfaction towards Malabar Gold and Diamond in
Solapur city” written and submitted by us to P.A.H. Solapur University,
Solapur, in the partial fulfilment of Bachelor of Business Administration
(B.B.A. II Sem IV) under the guidance of Mrs. Priyanka Kurle is our original
work. The information in this report is based on the data collected by us. While
preparing this report, we have not copied from any other report.
We understand that any such copying is liable to be punished in a way the

University Authorities may deem fit.
Date: Signature of the Students
1) Mitali Gopal Baldawa _______

2) Anushka Ajit Desai _______
3) Urvi Vaibhav Gujar _______
4) Pooja Umesh Kurulkar _______
5) Smruti Rahul Shah _______
INDEX
Chapter No. Chapter Name Page No.
1 Introduction 1-3
1.1 General Introduction to Research Area 1
1.2 Research Problem 2
1.3 Scope of Research 3
2 Research Methodology 4-6

2.1 Research Objective 4
2.2 Research Methodology 4
3 Data Analysis & Interpretation 7-34
4 Findings 35-37
4.1 Findings 35
4.2 Scope for further research 37
5 Suggestions 38-40
6 Conclusion 41
Bibliography
Appendix
P. A. H. Solapur University, Solapur
CHAPTER 1
INTRODUCTION
1.1 General Introduction to research area:
Malabar gold and diamonds was established in year 1993. Malabar gold and
diamonds is a B/S certified Indian jewellery group headquarter situated in
Kozhikode, Kerala, India. It was founded by Mr. M.P Ahamed in the year 1993.
The company has more than 260 showrooms across 10 countries at present which
makes it one of the largest chains of jeweller stores in the world.
Malabar gold and diamonds has grown from strength to strength and
transformed from a small jewellery retail business to an international player across
several verticals including multi-concept jewellery retail, jewellery manufacturing,
wholesale units designed centres manufacturing, wholesale units, designed centres
and factories spread across India. Since then, keeping alive the golden spirit of the
brand, the Group has remaining constant, in its successful forays nurtured by
expertise, vision and guidance into a formidable business conglomerate. The
headquarters of Malabar group located in Kozhikode it shines bight as a beacon of
success for an empire built on trust, teamwork and goodwill.
Transparency and customer trust are two key pillars of Malabar golds and
diamonds and keeping up with these values they offer an unparallel jewellery
buying experience with absolute transparency, convenience and customer friendly
policies along with the “Malabar promise” of incomparable quality and service
assurance. ‘Malabar promise’ includes transparent price tag indicating the exact
manufacturing cost, store weight, net weight and store charge of the jewellery,
HNCC 1 BBA - Programme

assured lifetime maintenance for the old gold jewellery and zero deduction on
exchange, 916 ball masking certifying the purity of gold, IGI and GIA certified
diamonds enduring 28-point quality check of global standards, buyback guarantee,
carat analyser to check quality, responsible sourcing and fair labour practices.
Malabar gold is newly launched Franchise in Solapur. Since from long time
Malabar has many competitors in Solapur like PNG, Shingvi, Apte, Tanshiq, etc.
Hence, to understand how differently Malabar is approaching their customer their
customer and how consumer are satisfied with Malabar gold. This topic is chosen
to understand and analyse the suggestions and expectations so that Malabar can
improve their performance in Solapur.
1.2 Five reasons to buy gold from Malabar Gold and Diamonds
over other brands are:
The reason behind opting this topic is that there is only one franchise of
Malabar Gold and Diamonds in Solapur. The significance of jeweller in Solapur
city is evident from the fact of many auspicious occasions our interest in the topic
Malabar Gold and Diamonds that will happily work and have better end results.
This topic interests us to discuss or analyse rather than summarize.
In market the competitors are PNG, Shingvi, Apte, Tanshiq, etc. But Malabar
is to provide better services as compared to them. To research what special facilities
Malabar Gold and Diamonds provide to customer rather than other jewellers. As
Malabar Gold and Diamonds is well known brand so to understand their marketing
strategies and other activities, we collectively decided to conduct a survey on
Malabar Gold and Diamonds.

1.3 Scope of Research:
• There is only one Malabar Gold and Diamonds showroom in Solapur city.
• The services they provide are gold purchase, Diamond jewellery, Solitaire,
Platinum & Gold coins, watches, gift cards, gold buy, exchange, refund, etc.
• Understanding the behaviour of the customer on Malabar Gold and Diamonds
jewellery market in Solapur.
• It also helps in assessing the company’s strengths and weakness against competing
brands.
• Thus, helping in finding the loop holes in the company’s products and for logical
solutions to the problems.

CHAPTER 2
RESEARCH METHODOLOGY
2.1 Research Objectives:
1. To explore the customer perception towards Gold/Diamond jewellery.

2. To study brand awareness among the customers with special reference to Malabar.
3. To determine the factors influencing the customer towards branded jewellery.
4. To understand the level of customer satisfaction regarding various factors provided
by jewellery shops.
5. To provide suggestion which helps to marketer which in turn satisfy the customer.
2.2 Research Methodology:
Research Methodology is a specific procedure or technique used to identify,

select, process and analyse information about a topic.
2.2.1 Sampling Plan:
Sampling plan is a detailed outline on which measurements will be taken at

what times, on which material in what manner and by whom. A statistical sampling
plan follows the law of probability allows you to provide valid inferences about a
population from the statistics of the sample taken from it.

2.2.2 Sampling Method:
Sampling is a process used in statistical analysis in which predetermined

number of observations are taken from a large population. The methodology used
to sample from a larger population depends upon the types of analysis being
performed but it may include simple random sampling or systematic sampling.
2.2.3 Sampling Size
Number of samples selected form population for the survey or study is

known as sample size. It is represented by 'n'. Here, n = 50
2.2.4 Research Area:
The Research area for this survey is Solapur city.
2.2.5 Research Instrument:
Survey – Questionnaire.
A questionnaire is a research instrument consisting of a series of questions (or other

types of prompts) for the purpose of gathering information from respondents
through survey or statistical study. The questionnaire was invented by the
Statistical Society of London in 1838.
2.2.6 Sampling Units:
A sampling unit is an object that can be selected with a known probably from
a sampling frame.

2.2.7 Data Collection Period:
Data collection period means the period of time as defined in service order
during which researcher may collect data from respondents. Here data collection
period is 3 days.

CHAPTER 3
DATA ANALYSIS AND INTERPRETATION
Table 3.1 Table showing Gender of Respondents:
Sr. No. Gender Frequency Percentage

1 Male 27 54%
2 Female 23 46%
Total 50 100%
Graph 3.1 Gender of Respondents:

Gender respondents
Female,
46%
Male,
54%
male female
Interpretation –
The above graph shows that there is only 12% difference between male and
female respondents which is nearly equal i.e., 54% of Male and 46% of Female.
Malabar is a place where Male buys Gold and Diamonds as gesture of gift and
investment whereas Indian Female urge to buy Gold and Diamond for daily use,
occasions and festivals.

Table 3.2 Table Showing Age Group of Respondents:
Sr. No. Age Group Frequency Percentage

1 20-30 20 40%
2 31-40 13 26%
3 41-50 09 18%
4 51 above 08 16%
Total 50 100%
Graph 3.2 Age of Respondents:

25
Age group of respondents
40%
20
15 26%
10 18%
16%
0
20-30 31-40 Age 41-50 51 above
Interpretation-
The above graph shows that most of the respondents are from the age group
of 20-40 i.e., 40% where there are the most of business man and employees as
Malabar has started a new showroom in Solapur and has trendy and fashionable
jewellery that might be the reason for youth attraction towards Malabar. 26% of
respondents are from 31-40 age group where as 18% are from 41-50, because
people from this age group have parental responsibilities as their child graduating
from school to college or to higher education.
Table 3.3 Table showing Income Group of Respondents:
Sr. No. Income Group Frequency Percentage

(Monthly)
1 20,000-40,000 17 34%
2 40,000-60,000 17 14%
3 60,000-80,000 09 18%
4 80,000 above 17 34%
Total 50 100%
Graph 3.3 Income Group of Respondents:
Income Group of Respondents
80000 Above 34%
60,000 - 80,000 18%
40,000 - 60,000 14% 17
20,000 - 40,000 34%
0 5 10 15 20

Interpretation –
The above graph shows that 34% respondents are from 20,000 to 40,000.
As well as from 80,000 above income group from the survey it is analysed that the
respondents between 20,000 to 40,000 are those who believe in investing their
saving in gold for high returns and respondents above 80,000 incomes are those
who buy jewellery mainly for fashion purpose. 14% are from 40,000 to 80,000
which include employees who hardly invest or buy Gold.

Table 3.4 Table showing Recommendation of Respondents:
Sr. No. Recommendation Frequency Percentage

1 Newspaper 06 12%
2 Television 11 22%
3 Relatives 17 34%
4 Friends 12 24%
5 Social media 01 2%
6 Myself 01 2%
7 Marketing team 01 2%
8 Banners and posters 01 2%
Total 50 100%
Graph 3.4 Recommendation of Respondents:

Interpretation –
The graph given above 34% of respondents got to know about Malabar
through their relatives, 22% of respondents got to know from advertise on
television, 24% respondents got to know through friends, where 12% people got it
from newspaper. Remaining 8% got to know from social media, market, banner
and poster from overall city.

Table 3.5 Table showing Products Purchased from Respondents:
Sr. No Products Frequency

1 Gold 44
2 Platinum 13
3 Diamond 16
Graph 3.5 Products purchased from respondents:
Product purchase
16 people
44 people
13 people
Gold Platinum Diamond
Interpretation –
In the above graph researcher got to know about customers interest in the
products where the 44 respondents choose Gold because. Gold gives high returns
and people see Gold as source of investment. Whereas Diamond and Platinum have
nearly equal frequency of respondents which is 16 and 13 respectively because of
less returns.

Table 3.6 Table showing Products purchased from Respondents:
Sr. No. Products Frequency

1 Necklace 17
2 Ring 32
3 Bracelet 11
4 Earrings/Bali 13
5 Anklets 05
6 Waistband 03
7 Armbands 04
8 Mangal sutra 09
9 Gem stone 06
10 Coin 07
11 Gold chain 01
Graph 3.6 Product purchase:

Interpretation –
In the above graph it is shown that maximum respondents purchased rings

i.e., 32, where necklace is in demand with 17 respondents. Earrings/Bali and
Bracelets has almost similar demand with 13 and 11 respectively. Anklets with 5,
Waistbands with 3, Armbands with 4, Mangal sutra with 9, Gemstone with 6, Coins
with 7 and gold chain has least demand among all with 1 respondent.

Table 3.7 Table showing Price Satisfaction of Respondents:
Sr. No. Satisfaction Frequency Percentage

(Price)
1 Yes 44 88%
2 No 06 12%
Total 50 100%
Graph 3.7 Price Satisfaction of Respondents:
Frequency
No
12%
Yes
88%
Yes No
Interpretation –
In the above pie chart, it is clearly seen maximum percentage of respondents

are satisfied with the making charges of Malabar which is 88% because the
respondents find that the making of their jewellery is worth the price, they charge
whereas the remaining 12% respondent are not satisfied because they might find
the charges bit expensive or not worth the jewellery they buy.

Table 3.8 Table showing Ratings for Designs:
Sr. Ratings of Frequency Percentage

No. Design
1 Excellent 27 54%
2 Good 20 40%
3 Average 03 6%
4 Poor 0 0%
5 Bad 0 0%
Total 50 100%
Graph 3.8 Ratings of Designs provided by Malabar:
Rating for designs
Bad 0%
Poor 0%
Average 6%
Good 40 %
Excellent 54 %
0 5 10 15 20 25 30

Interpretation-
In the above graph where maximum respondents which is 54% of

respondents found the designs excellent where as 40% of people found it good and
only 6% of respondents found it average as per the preference and out of the box
ideas about designs.

Table 3.9 Table showing First priority given by Respondents to

Products:
Sr. No. Influenced by Frequency

1 Trend 20
2 Quality 33
3 Design 33
4 Price 22
5 Offers 15
6 Making charges 14
7 Others 06
Graph 3.9 Priorities Given by Respondents:
Priority of respondents
33 33
35
30
25 22
20
20
15 14
15
10 6
5
0
Trend Quality Design Price Offers Making others
charges

Interpretation-
As the above graph shows the priority of respondents turns out to be equal
with quality and design of jewellery/products i.e., 33 respondents. 22 respondents’
priority is price of the product. 20 respondents prioritize the trendy jewellery all
products and respondents’ priority regarding offers and making charges are 15 and
14 respondents respectively.

Table 3.10 Table showing overall performance towards Malabar Gold

and Diamonds:
Sr. No. Performance Frequency Percentage

1 Very Satisfied 18 36%
2 Satisfied 27 54%
3 Neutral 04 8%
4 Dissatisfied 00 0%
5 Very Dissatisfied 01 2%
Total 50 100%
Graph 3.10 Overall performance:
Satisfaction regarding overall performance

30
54 %
25
20 36 %
15
10
8% 2%
5
0%
0
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

Interpretation-
In the above graph 54% of respondents are satisfied with the overall sources
of Malabar whereas 36% of respondents are very satisfied with performance. 4%
has neutral review about the performance and 2% of respondents are not happy as
they might have faced some issues in their hospitality.

Table 3.11 Table showing Factors influenced to buy from Malabar Gold
and Diamond:
Sr. No. Influenced By Frequency

1 Company image 15
2 Advertisement 15
3 Exclusive collection 31
4 Quality 30
5 Guarantee and Warrantee 14
6 Policies 01
7 Insurance 01
8 Life time Maintenance 01
Graph 3.11 Priorities Given by Respondents:

Interpretation-
Above graph shows equal number of respondents visited Malabar for the first
time under the influence of company image i.e., Goodwill of Malabar and due to
advertisement i.e., 15 respondents each. Malabar has exclusive and trendy design
that might be the reason that most of respondents are influenced by exclusive
collection i.e., 31 respondents. Followed by that quality matters equally and
Malabar provides best quality of product which influence 30 respondents. 14
respondents were influenced by guarantee and warrantee given by Malabar. Life
time maintenance, Insurance and policies influenced one respondent each.

Table 3.12 Table showing Interest of Purchasing from Malabar Gold

and Diamond:
Sr. No. Interest Frequency Percentage

1 Definitely will Purchase 23 46%
2 Likely to purchase 23 46%
3 May or May not be 04 8%
4 Not likely to purchase 00 0%
5 Definitely will not 00 0%
Purchase
Total 50 100%
Graph 3.12 Interest of Purchasing:
Interest in purchasing from Malabar
Definitely will not Purchase 0%
Not likely to purchase 0%
May or May not be 8% 46%
Likely to purchase
46%
Definitely will Purchase
0 5 10 15 20 25

Interpretation-
Respondents who responded with surely of visiting is equal to the

percentage of respondents with likely to visit again i.e., 46% respondents loved the
designs and overall performance that might be the reason. Also 8% of respondents
are not sure to visit again they loved the design but they might find some issues
through the process.

Table 3.13 Table showing Ratings of Service provided by Malabar Gold

and Diamond:
Sr. No. Ratings Frequency Percentage

1 Excellent 23 46%
2 Good 27 54%
3 Average 0 0%
4 Poor 0 0%
5 Bad 0 0%
Total 50 100%
Graph 3.13 Ratings service provided by Malabar Gold and Diamond:
Rating
54 %
30 46 %
25
20
15
10 0% 0% 0%
0
Excellent Good Average Poor Bad

Interpretation-
The above graph shows that the customers loved the service
facilities of Malabar, where 46% of respondents found the service
facilities Excellent and 56% of the respondents found it bit less than
excellent which is good. There is not a single bad review.

Table 3.14 Table showing Response against Complaints Registered:
Sr. No. Responses Frequency Percentage

1 Yes 44 88%
2 No 06 12%
Total 50 100%
Graph 3.14 Response against complaint Registered:
Satisfaction regarding complain registered

No
12%
Yes
88%
Yes No
Interpretation-
In the above graph it is clearly seen the 88% of respondents are

satisfied with the complaint registered and their solutions. Whereas there
are 12% of respondents who are not satisfied with their response they
might have found some issues while operating it.

Table 3.15 Table showing Respondents Suggestions to Purchase from

Malabar Gold and Diamonds:
Sr. No. Recommendations Frequency Percentage

1 Yes 49 98%
2 No 1 2%
Total 50 100%
Graph 3.15 Respondents suggestions to Purchase from Malabar Gold

and Diamond:
Suggestions to purchase to friends and relatives

No
2%
Yes
98%
Yes No
Interpretation-
In the above pie diagram 98% of respondent are very happy with the overall
performance of Malabar and are looking forward to recommend their friends and
relatives. Whereas only 2% of the respondents are not excited to recommend.

Table 3.16 Table showing Customer Satisfaction towards Showroom

Facilities provided by Malabar Gold and Diamonds:
Sr.No. Showroom Facilities Frequency Percentage

1 Yes 50 100%
2 No 0 0%
Total 50 100%
Graph 3.16 Customer satisfaction towards showroom facilities:
Satisfaction regarding showroom facilities
No
0%
Yes
100%
Yes No
Interpretation-
The above chart shows that customers are completely satisfied with
showroom facilities of Malabar Gold and Diamonds. Survey says 100% of the
respondents are satisfied with the showroom facilities.

Table 3.17 Table showing Awareness about schemes:
Sr. No. Awareness Frequency Percentage

1 Aware 24 48%
2 Not aware 14 28%
3 May be 12 24%
Total 50 100%
Graph 3.17 Awareness about Schemes:
Awareness about schemes
May Be
24%
Aware
48%
Not Aware
28%
Interpretation-
Here, in above graph 48% people are aware about this schemes and related
updates about. schemes whereas, 28% of people are not aware due to their busy
schedule or less of the social interactions. Later 24% of respondents are not sure
whether they are aware or not about the schemes or they might know about it but
are not aware about the updates.

Table 3.18 Table showing Difference analyse while purchasing online

and offline:
Percentage
Sr. Frequency Frequency Percentage
(online)
No. Method (online) (offline) (offline)
1 Time consuming 25 25 50% 50%
2 Assurance 9 43 18% 82%
3 Trial 6 45 12% 88%
4 R and E policy 17 36 34% 72%
Safe and best option
5 8 42 16% 84%
6 Save money 18 32 36% 64%
More option to
choose
7 18 33 36% 66%
Personalized
Recommendation
8 10 43 20% 86%

Graph 3.18 Different analyse while purchasing online and offline:
Preferable Method
Personalised Recommendation 43
10
more option to choose 33

18
save money 32
18
Safe and best option 42

8
R and E policy 36
17
Trial 45
6
assurance 43
9
25
Time consuming
25
0 5 10 15 20 25 30 35 40 45 50
frequency(offline) frequency(online)
Interpretation –
In the above graph the purchasing of online and offline are been shown, so
when it comes to the it prefers that respondents have more interest in both of
methods as when the assurance part come offline preference comes and has
percentage as online ornaments and jewellery does not have. So offline have more
variants and options such as return policy, as gold is tangible thing well preferred
buying gold is offline also in trend online purchase has a preference but at very
least role. Offline purchasing makes Malabar customer a strong base evenly they
provide discounts and others.

CHAPTER 4
FINDINGS
4.1 Findings:
1. It was found that there was total 54% Male and 46% Female.
2. It was found that, 40% respondents were from the age group of 20 – 30, 26%
respondents were from 31-40 age group, 18% were from 41-50 age group and
remaining 16% were from 51 above age group.
3. It was found that, there were two income group with 34% of respondents i.e.
20,000-40,000 and 80,000 above income, 14% respondents were from
40,00060,000 and 18% of respondents were from 60,000-80,000 income group.
4. It was found that, 34% of the respondents knew about Malabar through their friends
were 24% knew through their relatives, 22% of the respondents got to know
through Television, 12% through newspaper, and remaining 8% through social
media, marketing and posters.
5. It was found that, 88% of respondents purchased Gold, 32% purchased Diamond
and 26% of respondents purchased Platinum
6. It was found that, 32 respondents purchased rings, 17 respondents purchased
necklace, earrings/Bali and bracelets were purchased by is 13 and 11 respondents
respectively. Anklets with 5, waist hands with 3, armbands with 4 Mangal sutra
with 9, gemstone with 6, coin with 7, and gold chain has 1 respondent.
7. It was found that 88% of respondents are satisfied with the making charges of
Malabar and rest 12% of respondents are not satisfied.

8. It was found that,54% of respondents said that the designs of Malabar are excellent
where as 40% of people found it good. Only 6% of respondents are saying the
designs are average as per their preference.
9. It was found that,33 respondents gave their preference to quality and design. The
priority of 22 respondents is price of the product. 20 respondents prioritize the
trendy jewellery. Rest respondents prioritize regarding offers and making charges
are 14 and 15 respectively.
10.It was found that, 36% of respondents are very satisfied with overall service of
Malabar, whereas 54% of respondents are satisfied with performance. 4% of people
has neutral review about the performance. 2% of people are not satisfied as they
might have faced some issues in their hospitality.
11.It was found that, 15 respondents have visited Malabar under the influence of
company image and by seeing the advertisement respectively. Malabar has
exclusive and trendy design that might be the reason of 31 respondents. For 30
respondents, quality matters which Malabar provides. 14 people were influenced
by guarantee and warrantee given by Malabar. Life time maintenance, Insurance
and policies influenced 1 respondent each.
12.It was found that, 46% respondents responded with surety of visiting and likely to
visit again respectively, 8% of respondents are not sure to visit again.
13.It was found that, 46% of the people loved the service facilities of Malabar.
Whereas 54% of the respondents found it a bit less than excellent which is good.
14.It was found that, 98% of the respondents are looking forward to recommend their
friends and relatives. Only 2% of the respondents are not excited to recommend.
15.It was found that, 100% of the respondents are satisfied with the showroom
facilities. Each and every respondent is very satisfied with it.

16.It was found that, 48% of the people are aware about this schemes and related
updates about it. 28% of people are not aware about its schemes. 24% of the
respondents are not sure that their aware or not about the schemes.
4.2 Scope for further research:
1. The number of respondents can be increased for better understanding of the

customer's satisfaction.
2. Scope boundaries can be extended as every branch has its own uniqueness so it
can be covered.
3. Time period of the research can be extended for better results.
4. An analysis can be done on consumer preferences, perception and consumption
of Malabar Gold and Diamonds.
5. A comparison study on Malabar and PNG, Tanishq, etc. can be done.
6. A comparison study on Malabar Gold and Diamonds India with other countries
on the globe can be done.

CHAPTER 5
SUGGESTIONS
5.1 Respondents suggestions:
Table 5.1 Table showing expectations towards ambience at Malabar

Gold and Diamonds:
Sr. No. Expectations Frequency Percentage

towards Ambience
1 Parking space 12 24%
2 Better Offers and Discounts 10 20%
3 Reduce making charges 11 22%
4 Sitting Arrangements 05 10%
5 More variety 04 8%
6 Nothing 08 16%
Total 50 100

Graph 5.1 Expectations towards Ambience:
Expectations towards Ambience

Nothing
16% Parking space
24%
More variety
8%
Sitting
Arrangements
10%
Better Offers and
Discounts
20%
Reduce making
charges
Parking space 22% Better Offers and Discounts
Reduce making charges Sitting Arrangements
More variety Nothing
Interpretation –
According to respondents Malabar need some improvement in them, like

parking space. 24% of respondents have suggested to look into some solutions for
parking space as it creates traffic on the main road, 20% of the respondents has
suggested to plan more better offers and more discount, 22% of the respondents
suggested to reduce making charges, 10% of respondents wants Malabar to look
into the sitting arrangements of the showroom and 8% of respondents are not that
satisfied with the variety of products. Where 16% of respondents won’t like to
change anything.

5.2 Researcher’s Suggestions:
1) It is suggested that, as advertisements have a great impact on consumer’s purchase,

they should focus more on the advertisement on social media platforms.
2) It is suggested that the company should promote attractive gold investment
schemes, especially for youth because this category may not have enough funds to
buy gold at a time.
3) It is suggested that in addition to current brand ambassador icon they should try to
rope the new generation film stars or sports personalities because to woo the youth
generation.
4) It is suggested that, various schemes and programs can be initiated to generate
awareness related gold, importance of investment and for old people for gaining
high returns.
5) It is suggested that, the Company should provide some schemes, benefits, to their
regular customers which might make customer buy from them for the next time as
well.
6) It is suggested that, store should make some space for parking of vehicles, as they
have no space for parking it creates heavy traffic on the main road.

CHAPTER 6
CONCLUSION
Malabar Gold and Diamonds has been successful in operating services

efficiently strategies and quality standards which is easy compete with other
respective jewellers. Malabar is one of the biggest brands in the world, they always
give their best, but customers have more expectations from Malabar Gold and
Diamond in terms of parking space, offers, discount etc. From the study it was
found that 46% of the respondent found the service facility excellent and 56% of
them expect more Malabar Gold and Diamond. According to respondent’s
suggestions customers are highly satisfied with the quality and service provided by
Malabar.
So, from the overall project work it can be concluded that customers have
positive response and highly satisfied with Malabar Gold and Diamond Solapur
and because of this there is also potential for another outlet in Solapur city.

BIBLIOGRAPHY
1. Books Referred –
a. Marketing Research – G.C. Beri – Tata McGraw Hill
b. Research Methodology – C.R Kothari – New Age International Publication.
2. Websites Referred –
1. https://en.wikipedia.org/wiki/Malabar_Gold_and_Diamonds
2. https://www.malabargoldanddiamonds.com/about-us.html
3. https://www.malabargoldanddiamonds.com/
A Study on Customers Satisfaction towards Malabar
Gold and Diamonds in Solapur City
We are the students of Hirachand Nandchand College of Commerce here to do a survey and to analyse
customer satisfaction of Malabar Gold and Diamonds. Please consider filling this form.
*Required
1. Email *
2. Name *
Untitled section
3. Contact number
4. Address
5. Age (in years) *
Mark only one oval.
20-30
31-40
41-50
51 above
6. Gender *
Mark only one oval.
Male
Female
7. Income Group (in Rupees) * Mark only one oval.
20,000-40,000
40,000-60,000
60,000-80,000
80,000 above
8. Who recommend you about Malabar Gold and Diamond *
Mark only one oval.

Newspaper
Television
Friends
Relatives
Other:
9. Which product/s did you buy from Malabar Gold and Diamonds *
Tick all that apply.
Gold
Platinum
Diamonds
10. Which product/s did you buy from Malabar Gold and Diamonds *
Necklace
Rings
Bracelet
Earrings/Bali
Anklets
Waistbands
Armbands
Mangalsutra
Gem stone
Coins
Other:
11. Are you Satisfied with making charges of Malabar Gold and Diamonds? *
Mark only one oval.
Yes
No
12. Justify *
13. How would you rate the designs of Ornaments available in Malabar Gold and *
Diamonds
Mark only one oval.
Excellent
Good
Average
Poor
Bad
*
14. When it comes to purchasing jewellery which of the following criteria is your first priority
Trend
Quality
Design
Price
Offers
Making charges
Others
15. How is overall performance of Malabar Gold and Diamonds with respect to other * jewellers
Mark only one oval.
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
16. Which Factor influenced you to purchase from Malabar Gold and Diamond *
Company image
Advertisement
Exclusive collection
Quality
Guarantee and warrantee Other:
*
17. How likely are you to purchase the jewellery over another the next time from Malabar Gold
and Diamonds Mark only one oval.
Definitely will Purchase
Likely to purchase
May or may not be
Not likely to purchase
Definitely will not purchase
18. How would you rate service facilities available in Malabar Gold and Diamonds *
Mark only one oval.
Excellent
Good
Average
Poor
Bad
19. Are you able to get immediate response for the complaints registered *
Mark only one oval.
Yes
No
20. Will you insist your well-wishers, Friends and Relatives to Purchase from Malabar gold and
Diamonds Mark only one oval.
Yes
No
*
21. Are you satisfied with the showroom facility of Malabar Gold and Diamonds *
Mark only one oval.
Yes
No
22. Are you aware about the scheme Golden gain plan introduced by Malabar Gold * and
Diamonds?
Mark only one oval.
Aware
Not aware
Maybe
23. What difference do you analyse while purchasing Ornaments Online and Offline *
24. What changes would you like to make in Malabar Service *

25. Any Suggestions *
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A

MINI PROJECT REPORT

“A STUDY ON CUSTOMERS SATISFACTION TOWARDS

HIRACHAND NEMCHAND COLLEGE OF COMMERCE

“CUSTOMER’S SATISFACTION TOWARDS MALABAR GOLD

PROJECT REPORT SUBMITTED TO

P.A.H. SOLAPUR UNIVERSITY, SOLAPUR

BACHELOR OF BUSINESS ADMINISTRATION

HIRACHAND NEMCHAND COLLEGE OF COMMERCE

This is to certify that work on the Mini Project Report

Principal Signature of Guide

Hirachand Nemchand College of Commerce,

We understand that any such copying is liable to be punished in a way the

Date: Signature of the Students

1) Mitali Gopal Baldawa _______

Chapter No. Chapter Name Page No.

2 Research Methodology 4-6

3 Data Analysis & Interpretation 7-34

4.2 Scope for further research 37

1.1 General Introduction to research area:

HNCC 1 BBA - Programme

HNCC 2 BBA - Programme

1.3 Scope of Research:

HNCC 3 BBA - Programme

2.1 Research Objectives:

1. To explore the customer perception towards Gold/Diamond jewellery.

2.2 Research Methodology:

Research Methodology is a specific procedure or technique used to identify,

2.2.1 Sampling Plan:

Sampling plan is a detailed outline on which measurements will be taken at

HNCC 4 BBA - Programme

2.2.2 Sampling Method:

Sampling is a process used in statistical analysis in which predetermined

2.2.3 Sampling Size

Number of samples selected form population for the survey or study is

2.2.4 Research Area:

The Research area for this survey is Solapur city.

2.2.5 Research Instrument:

A questionnaire is a research instrument consisting of a series of questions (or other

2.2.6 Sampling Units:

HNCC 5 BBA - Programme

2.2.7 Data Collection Period:

HNCC 6 BBA - Programme

DATA ANALYSIS AND INTERPRETATION

Table 3.1 Table showing Gender of Respondents:

Sr. No. Gender Frequency Percentage

Graph 3.1 Gender of Respondents:

HNCC 7 BBA - Programme

Table 3.2 Table Showing Age Group of Respondents:

Sr. No. Age Group Frequency Percentage

Graph 3.2 Age of Respondents:

Table 3.3 Table showing Income Group of Respondents:

Sr. No. Income Group Frequency Percentage

Graph 3.3 Income Group of Respondents:

Income Group of Respondents

80000 Above 34%

60,000 - 80,000 18%

40,000 - 60,000 14% 17

20,000 - 40,000 34%

HNCC 9 BBA - Programme

HNCC 10 BBA - Programme

Table 3.4 Table showing Recommendation of Respondents:

Sr. No. Recommendation Frequency Percentage

Graph 3.4 Recommendation of Respondents: