PROJECT REPORT

ON

“CUSTOMER SATISFACTION”
AT
“ APPAREL INDUSTRY”

Submitted for partial fulfillment of the requirement of

Degree in
Bachelor of Business Administration
Session: 2020-2023

SUBMITTED TO : SUBMITTED BY:

CONTROLLER OF EXAMINATION ANJALI DOGRA
MD. UNIVERSITY,ROHTAK BBA[G]6th SEM
REGNO:2011031164
ROLLNO:
ACKNOWLEDGEMENT
 DECLARATION

I,ANJALI DOGRA ,Reg no:-2011031164, Course & Semester:-

BBA 6TH SEMESTER of DAV INSTITUTE OF
MANAGEMENT.

Hereby declare that the project entitled “CUSTOMER

SATISFACTION “is an original work and the same has not been
submitted to any other institute for the award of any other degree.

ANJALI
 TABLE OF CONTENTS

CHAPTER PARTICULAR PAGE NO.

1 INTRODUCTION TO
INDUSTRY

2 INTRODUCTION TO TOPIC

3 REVIEW OF
LITERATURE
4 RESEARCH
METHODOLOGY
• OBJECTIVES OF THE
STUDY
• SCOPE OF THE STUDY
• RESEARCH DESIGN

5 DATA ANALYSIS
6 OBSERVATIONS
7 LIMITATIONS OF STUDY

BIBLIOGRAPHY
 CHAPTER-1
INTRODUCTION TO
INDUSTRY
 INTRODUCTION TO THE INDUSTRY:

APPAREL INDUSTRY

1. The global apparel market is anticipated to record a CAGR of 5.8% during the
forecast period (2022-2027).
2. The COVID 19 pandemic adversly effected many industries around the world and
apparel industry is one of them. With consumption at a standstill and stockpiles piling
 up in warehouses, business objectives have shifted to liquidation tactics and inventory
management while monitoring post-pandemic consumer behaviour modifications.
Moreover, businesses associated with formal wear and sportswear took a hit as
consumer behavior shifted towards procuring essentials and avoiding discretionary
spendings due to higher unemployement rates and lower consumer's need.According
to McKinsey Global Fashoin Index sportswear sales fell by 40 % during 2020 and
recovered to pre covid level by mid 2021.
3. Rising per capita income, favorable demographics, and a shift in preference to
branded products are projected to drive the demand for the market. The adoption of
luxury lifestyle among consumers has influenced the purchasing power to opt for
luxury wears among millennials. The increasing fashion trends, coupled with the
evolving retail landscape across brands, have been the key factor for the booming
apparel market, despite being a matured market.
4. As competition is steep, apparel companies often create alliances to present a stronger
front. Successful advertising strategies and concentration in specialized markets help
in allowing apparel companies to generate increased revenue.
5. History The history of apparel and textiles in India dates back to the use of mordant
dyes and printing blocks around 3000 BC. The foundations of the India's textile trade
with other countries started as early as the second century BC. A hoard of block
printed and resist-dyed fabrics, primarily of Gujarati origin, discovered in the tombs
of Fostat, Egypt, are the proof of large scale Indian export of cotton textiles to the
Egypt in medieval periods. During the 13th century, Indian silk was used as barter for
spices from the western countries. Towards the end of the 17th century, the British
East India Company had begun exports of Indian silks and several other cotton fabrics
to other economies. These included the famous fine Muslin cloth of Bengal, Orissa
and Bihar. Painted and printed cottons or chintz was widely practiced between India,
Java, China and the Philippines, long before the arrival of the Europeans.
6. The U.S apparel industry employed over 1 million workers as late as 1980, but today
employs only about a third that number. The common explanation for this collapse is
the delocalization of production to low wage countries, but this neglects advantages of
speed, flexibility, and proximity to centers of fashion and design that have helped
some suppliers in high wage countries, such as Italy, to defend niche markets for
fashionable products. This paper… argues that the U.S. industry has relied too long on
an industry model based on “mass fashion” products, the scale and scope economies
 of large-scale suppliers and mass retailers, and innovations in information
technologies as sources of competitiveness, while ignoring the importance of niche
product innovation, small-scale supply chains and flexible retailing, and
“collaboration economies” in design and production networks.
7. An overview of the global apparel industry

Introduction:

 Initially clothing was used to shield the human body from environmental conditions. Later
on, as the wheels of time started spinning, new trends emerged and manufacturing of
fashionable garments came into existence. Apparel industry produces finished clothing such
as kids garments, mens and womens clothing, and other intimate apparel. Manufacturing
apparels is one of the most in-demand businesses today. Fads come and go, particularly in the
fashion world. In order to remain competitive, apparel manufacturers seek to expand their
business in various ways. Factors such as short product life cycle, volatile fashions,
unpredictable market trends and impulse purchase nature of the customer are to be given
utmost importance by the manufacturers so as to sustain themselves in the apparel segment.

Growth of the Industry:

Apparel industry plays a pivotal role in developing a countrys economy in terms of revenue
generation and creation of employment. The industry is undergoing a drastic change due to
global sourcing and high level of price competition. Favorable demographic factors, rise in
disposable incomes, change in consumer behavior and a substantial shift towards branded
apparel has resulted in a positive growth in the global apparel market. Global exports of
apparel which was 108 billion USD in 1990, increased drastically to 453 billion USD in
2004, which is a positive of 138% increase during the last 14 years. Industry leaders
contemplate an increase of 600 billion USD by 2014 which promises a potential market for
efficient producers. Asian countries contribute to a 50% of the total global apparel exports.
Apparel industry in India | Garment Sector

Updated on: May 8, 2021 

Raveendran R
Indian Textiles and Apparel industry [ Garment Sector ], accounts for approximately
4% of the global T&A market. The T&A industry is one of the largest and the most important
sectors for the Indian economy in terms of output, foreign exchange earnings and
employment.

The apparel industry in India contributes approximately 7% to industrial output in value

terms, 2% to the GDP and 15% to the country’s export earnings. Exports and domestic
consumption are both expected to be sluggish in the near term due to the impact of COVID-
19.
 Indian Apparel Market [Apparel retail industry analysis]

Apparel industry in India Indian Fashion Retail which is currently estimated at Rs 3,61,160
crore (USD 54 billion) will grow at a promising CAGR of 8.1% for next ten years to reach Rs
7,88,532 crore (USD 118 billion) by 2028.
 Share of Indian Apparel market

Inner wear Market Size & Growth

Apparel industry in India Among all the fashion categories, innerwear has emerged as one of
the fastest growing categories over the last few decades. A commodity which was earlier
depicted as a mere essential has in the last few years transformed itself into a fashion
statement.

Read More Top Textile Company in India.

The Indian innerwear market currently estimated to be worth Rs 32,000 crore accounts for ~9
percent of the total domestic fashion retail market.

Indian Innerwear Market

Domestic demand of innerwear has changed with consumer buying behavior, transforming
from need based to aspiration based, coupled with increased fashion consciousness among
millennials.
Women’s Inner-wear Market

The Indian innerwear market is primarily dominated by women’s innerwear, which accounts
for 64 percent of the total innerwear market and accounts for 16 percent of the total women
apparel market. The product categories in women’s innerwear includes

womens Innerwear Market

 brassieres,

 camisoles,

 panties,

 tees,

 nighties,

 shorts, etc.
Brassieres and panties contribute 85 percent of the total women’s innerwear segment.

Women’s innerwear segment is poised to grow at an impressive growth rate of 12.5 percent
over the next decade to reach 68,000 crore by 2028 from current market size of21,000 crore.

Branded innerwear in women’s segment contributes 38-42 percent of the total women’s
innerwear market and is expected to increase to 45-48 percent of the total market by 2023.

Men’s Innerwear Market

Apparel industry in India The men’s innerwear market is currently valued at Rs 11,000 crore
and is expected to grow at a CAGR of 7 percent over the next decade to reach Rs 21,800
crore by 2028. It contributes 7 percent of the total men’s apparel market 9
 CHAPTER-2

INTRODUCTION TO
TOPIC

CUSTOMER SATISFACTION PROCESS:INTRODUCTION:

Customer Satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. Customers satisfaction levels can be
measured using survey techniques and questionnaires.
DEFINITIONS:

 Customer Satisfaction is equivalent to making sure that product and service

performance meets customer expectations.

 Customer Satisfaction is the perception of the customer that the outcome of a

business transaction is equal to or greater than his/her expectation.

 Customer Satisfaction occurs when acquisition of products and/or services

provides a minimum negative departure from expectations when compared with
other acquisitions.

BENEFITS OF CUSTOMER SATISFACTION:

• The importance of Customer Satisfaction and support is increasingly becoming a

vital business issue as organization realize the benefits of Customer Relationship
Management (CRM) for providing effective customer service.

• Professionals working within customer focused businesses or those running call

centers or help desks, need to keep informed about the latest customer
satisfaction techniques for running a valuable customer service function.

• From small customer service departments to large call centers, the importance of
developing a valued relationship with customers using CRM is essential to
support customer and long-term business growth.
WHAT DO CUSTOMERS WANT?

Before we begin to create tools to measure the level of Satisfaction, it is important to develop
a clear understanding of what exactly the customer wants. We need to know what our
customers expect from the products and services we provide. Customer expectations have
two types:-

1. Expressed
 2. Implied
1. EXPRESSED: Customer Expectations are those requirements that are written down
in the contract and agreed upon by both parties for example, product specifications
and delivery requirements. Supplier’s performance against these requirements is most
of the items directly measurable.

2. IMPLIED: Customer Expectations are not written or spoken but are the ones the
customer would ‘expect’ the supplier to meet nevertheless. For example, a customer
would expect the service representative who calls on him to be knowledgeable and
competent to solve a problem on the spot.

WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customer’s requirements fully

because these have to be met in any case. However, failing short is certain to create
dissatisfaction. Major Attributes of Customer Satisfaction in banking industry can be
summarized as:

 Product Quality
 Premium outflow
 Return on investment
 Services
 Responsiveness and ability to resolve complaints and reject reports. ✓Overall
communication, accessibility and attitude.

WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:-

• Market research
• Telephonic interview
 • Personal visits
• Warranty records
• Informal discussions
• Satisfaction surveys

Depending upon the customer base and available resources, we can choose a method
that is most effective in measuring the customer’s perceptions. The purpose of the
exercise is to identify priorities for improvements. We must develop a method or
combination of method that helps to continually improve services.

The paramount goal of marketing is to understand the customer and to influence buying
behaviour.

The process can be depicted as follows:

1. Need recognition- realization of the difference between the desired and the
current situation that serves as a trigger for entire process.
2. Search for information.

3. Pre purchase alternative evaluation.

4. Consumption (utilization of the procured option).

5. Post purchase alternative re-evaluation.

6. Divestment (disposal of the unconsumed product and it’s remnants)

 A business ideally is continually seeking feedback to improve Customer
Satisfaction.
 Customer Satisfaction provides a leading indicator of consumer purchase
intentions and loyalty.
 Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold.
 Within the organization, the collection, analysis and dissemination of
these data send a message about the importance of tending to customers
and ensuring that they have a positive experience with the company’s
goods and services.
 Although sales or market share can indicate how well a firm is
performing currently, satisfaction is an indicator of how likely it is that
the firm’s customers will make further purchases in the future.
 Much research has focused on the relationship between customer
satisfaction and retention.
 Studies indicate that the ramification of satisfaction are most strongly
realized at the extremes.
 On a five- point scale, individuals who rate their satisfaction level as “5”
are likely to become return customers and might even evangelize for the
firm.
 CHAPTER -3
LITERATURE REVIEW

DEFINING CUSTOMER

“Customer is defined as anyone who receives that which is produced by the individual
or organization that has value”. A customer is a person who avails the products or
services offered by a firm or a business entity.

DIFFERENT TYPES OF CUSTOMERS

The modern business eras have witnessed numerous types of customers with different
buying habits and with different attitudes. Some of these customers are mentioned
below:

IMPULSIVE CUSTOMERS

These are the people who have no patience. They are chasing in nature and intend to
fulfill their requirements on minimum time. While attending to these types of customers,
the salesman should present only those activities which are required by them and
complete the sales task and affect the sales at the earliest.

TIMID CUSTOMERS

They are shy and nervous in nature. They are hesitant in decision making. The better
way of dealing with these kinds of buyers is to win confidence and enable them to make
decisions.

SNOBBISH CUSTOMERS

These kinds of customers are self-controlled and think themselves to be too flattering.
The appropriate way of dealing with them is that the salesman should satisfy their
variety.
DELIBRATE CUSTOMERS

These are the people who are practical in nature. They think about their product before
their product before their purchase.
ARGUMENTATIVE CUSTOMERS

These are the people who are interested in making arguments and challenge the each and
every point of the salesman.
 PRICE MINDED CUSTOMERS

These are the customers who are interested in the price. In other wordthey are cost
conscious. The salesman with tactful arguments will have to convince such a customer
that price should be considered in relation to the quality, durability and the performance.

SILENT CALM AND INACTIVE CUSTOMERS

These are the customers who are very silent and calm. It is very difficult for the
salesman to comprehend what is going in the mind of the customer.

PRODUCT & CUSTOMER STRATEGIES

Product-centric Strategies

✔ Increase product offering

✔ Reduce cost, cycle time

✔ Improve quality

Customer-Centric Strategies

✔ Acquire customers
✔ Increase customer profitability

✔ Retain customer
FRAME WORK OF CUSTOMER SATISFACTION

Peppers and Rogers outline a four step frame work for one to one marketing that can be
adapted to CUSTOMER SATISFACTION marketing as follows:
 ● Identify your prospects and customers: Do not go after everyone. Build,
maintain and mine a rich customer database with information derived from all
the channels and customer touch points.
● Differentiate customers in terms of needs and value of the company: Spend
proportionately more on the effort on the most valuable customers. Apply
Activity Based Costing and calculate lifetime value. Estimate net present value
of all future profits coming from purchases, margin levels, and referrals less
customer specific servicing costs.
● Interact with individual customers to improve your knowledge about their
individual needs and to build stronger relationships: Formulate customized
offerings that are communicated in a personalized way.
● Customize products services and messages to each customer: Facilitate
customer/company interaction through the company contact center and web site.
● Reducing the rate of the customer defection: Selecting and training employees
to be knowledgeable and friendly increases the likelihood that the inevitable
shopping questions from customers will be satisfactorily.
● Enhancing the growth potential of each customer through share of wallet cross-
selling and up selling.
● Making low profit customers more profitable or terminating them: To avoid
the direct need for termination unprofitable customers can be made to buy more
or in larger quantities forgo certain features or services or pay higher amounts or
fees. Banks phone companies and travel agencies are all now charging for once
free services to ensure minimum customer revenue levels.
Focusing disproportionate effort on high value customer: The most customers can be
treated in a special way. Thoughtful gestures such as birthday greetings small gifts or
invitations to special sports or arts events can send a strong signal to the customer.

BUILDING LOYALTY
We need to distinguish five different levels of investment in customer relationship
building:

BASIC MARKETING
The salesperson simply sells the product

REACTIVE MARKETING
The salesperson sells the product and encourages the customer to call if he or she has
questions comments or complaints.

ACCOUNTABLE MARKETING

The sales person phones the customer to check whether the product is meeting
expectations. The salesperson also asks the customers for any product or service
improvement suggestions and any specific disappointment.

PROACTIVE MARKETING

The sales person contacts the customer from time to time with suggestions about
improved products uses or new products.

PARTNERSHIP MARKETING

The Company works continuously with its large customer’s to help improve their
performance.

Most companies practice only basic marketing when their markets contain many
customer and their unit profit margins are small. It may set up a customer hot line. In
markets with few customers and high profit margins, most sellers will move towards
partnership marketing. The level of the relationship marketing depends on the number of
customers and profit margin level.

LEVELS OF CUSTOMER SATISFACTION

High Margin Medium Margin Low Margin

 Many customers/

Distributors Accountable Reactive Basic or reactive

Medium number

customers/distributors Proactive Accountable Reactive

Few customers/

distributors Partnership Proactive Accountable

Companies are also recognizing the importance of the personal component to customer
perception and what happens once customers make an actual contact. As Stanford’s
business guru Jeffrey said, “The best companies build culture in which front line people
are empowered to do what’s needed to take care of the customer”

BENEFITS FOR THE ORGANIZATION

Excellent customer service is about being aware of customer needs and reacting to them
effectively. CRM helps the company to understand, anticipate and respond to the
customers’ needs in a consistent way, right across the organization.
Practicing CRM requires an efficient and integrated internal business system. Many
businesses benefit from the organizational discipline CRM imposes, as well as the
technology itself.
CRM will help the business if company views it as a set of tools that let you to do more
for, and get more from the customers. CRM can:

⮚Develop better communication channels

⮚Collect vital data, like customer details and order histories

⮚Create detailed profiles such as customer preferences

⮚Deliver instant, company-wide access to customer histories

⮚Identify new selling opportunities

EXISTING RESEARCH ON CUSTOMER SATISFACTION

● Aarkstore (2010) in his research derived that global shoes market is growing
with rising market trends. The opportunity section highlights scope for shoes in
the present market scenario by replacing Natural Latex Shoes. The report also
discusses leading players in the market, with an overview of their business and
strategies.

● Lilly (2010) in his study concluded that brands need to deliver on their value
proposition, as well as dislodge someone else from the consumer’s preference set
to move consumers for trial to preference. Pricing, promotional deals and
product availability, all have tremendous impact on the position of the brand in
the consumer’s preference set.

● Euro monitor (2009) in the research found out that footwear market in India is
growing at a very fast rate and this analysis by distribution format allow finding
the sectors driving growth.

● Mukhopadhya and Paswan (2008) in their research inferred that Safety measures
are major concerns in productivity enhancement in shoe manufacturing plant.
Various types of accidents in shoe making division are being monitored and all
incidents are investigated. Operation in a special field and hazards and safety
precaution may differ from case to case depending upon the company, operating
practice, country’s law, rules and regulations, working environment, average age
 of workers, expertise and educational level of the working employees, approach
of management and so on.

● While ankle (2007) strength was also basically the same in two groups, there was
still a stronger plantar flexion tendency, ankle motion that happens when the toes
and top of the foot move away from the shins, for the non-Strength-Shoe
wearers.
● Roger peter (2006) Calf size was also nearly identical between the two sets.
Although not a significant indicator of performance potential, calf size was
assessed by the researchers because the Strength producers maintained that the
devices would advance calf diameter.

● Richardson (2006) stated that feel more satisfied when they use of a particular
type of brand. They feel very good when brand value is satisfied.
 CHAPTER-4

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
This study focuses on the Customer Satisfaction at Apparel Industry as a matter of
interest. It was ensured that there was a good mix of respondents- males, females;
users of various designation; and temporary and permanent users. It is the
specification method & procedure for collection the needed information. Research is
the organized and systematic.

Management” I designed methods of very specific nature to ascertain answers that

might be valuable for our analysis and moreover in addition we could study
viewpoints from dual- ranging perspective of the trainees and their respective
supervisors.

After being fully aware of the objective of the study and the research problem, it was
found out that it was a descriptive research.

OBJECTIVES OF THE STUDY

 To study the necessity of CUSTOMER SATISACTION in APPAREL

INDUSTRY as well assuggesting them the ways for successfully
implementing.
 To analysis current practices of Customer Satisfaction in Appar el Industry.

 To study the customer satisfaction level of Apparel industry.

 To find out the factors those influence the customer satisfaction.

 To understand the methods adopted to the customer satisfaction level in

Apparel Industry.

 To focus on measure element of selection process.

SCOPE OF THE STUDY

 The study was conducted through reports and analysis and interaction with the
respondent. The measurement was filled by different respondent who were the
existing users of Apparel industry from different part of the city. The interaction
was done with the existing customer of Apparel industry.

RESEARCH DESIGN

Research Designs the way in which the research is carried out. It works as a blue
print.
TYPES OF RESEARCH DESIGN

 Exploratory Research Design

 Descriptive & Diagnostic Research Design
 Experimental Research Design

Descriptive Research Design

The present project is descriptive in nature. The major purpose of descriptive

research is the description of the state of affairs, as it exists in present. The main
characteristic of this method is that the researcher has no control over the variables.
He can only report what has happened or what is happening.

Experimental Research Design

There are many different types of “experiments”. Most are quite different from the
common stereotype. All experimental research, however it has several elements in
common.

SOURCES OF DATA

For conducting the survey, the data was collected from the customers of Apparel
Industry..
 To make the research complete, it is very important to have the necessary & useful
data. Sometimes data can be available readying one form or the other & sometimes
data has to be collected. A researcher can tap sources to heads: -

Internal sources

External sources

a) Internal sources: -

It is the companies own record registered document etc. a researcher can use these
to collect internal information. To get this information about the company, the
company profile, industry profile can be used.

b) External source: -

All the other source of information is external source of data.

DATA COLLECTION

The data can be of two types:

1. Primary Data
2. Secondary Data

1.Primary Data

The Study is based on the primary data collected from the users of Apparel Industry
through the assistance of the report. However, the use of some secondary data was
taken help of to gain a better understanding of the Customer Satisfaction process,
the attrition and the reasons why users leave. For this purpose, the web pages and
the journals were sought.
 There are many methods of collecting primary data and the main methods are as
follows:

 Interviews
 Focus group interviews
 Observations
 Case studies
 Diaries
 Critical incidents
 Portfolios

2. Secondary Data

Secondary data are those data which are already collected and stored and which has
been passed through statistical research.
In this project, Secondary data has been collected from following sources: -

 Customer
 Journal & magazines
 Websites

In this project mainly primary data from internal sources is used to make results
authentic. It is collected by personal administration of the questionnaire. Data was
collected from executives of the company, on the Asset and wealth management
Process through questionnaire, analysis of the collected information using relevant
statistical analysis, and interpretation of the results unit are the users of the Banking
Industry.

SAMPLING TECHNIQUES
 THE REASON FOR WIDE USE OF SURVEY TECHNIQUE

It could serve both quantitative as well as qualitative information directly from

therespondents.
It was quite flexible in terms of data to be assembled method of collection or
timing ofresearch.
Apart from it was presumed that respondent: -

• Questionnaire
• Reports
• Trending
DATA ANALYSIS

In this study data is analysis by various graphs and tables.

SAMPLING SIZE
In this research, sampling size are 100 customers, who answered the different
questionnaires, that helped me in completing my research.
 CHAPTER-5
DATA ANALYSIS

DATA ANALYSIS

Q1. Do you know about apparel industry wear?

Table No. 1
S.NO. Options Percentage
1. Yes 90%
2. No 10%

1
Figure 1

0.9

0.8

0.7

0.6

0.5 percentage
options
0.4

0.3

0.2

0.1

0
90% 10%

INTERPRETATION

Above line chart show that 90% of the respondent know about Avenue park wear in
Apparel industry but 10% respondent don’t know about Avenue park wear in Apparel
industry.

Q.2. Do you use any product any Avenue park wear in Apparel industry?
Table No. 2
S.No. Options Percentage
1. Yes 85%
2. No 15%

70% Figure 2
85%

60%

50%

40%
15%
Sales
30%

20%

10%

0%
YES NO

INTERPRETATION

Above table present that 85% of the respondent use the product of apparel industry wear
but 15% respondent do not use the product of apparel industry wear.

Q.3. According to you, what will happen if a customer is satisfied?

Table No. 3

S.No. Particulars No. of respondents

1. Increasing sales revenue 65
2. Customer loyalty 15
3. Reduction in marketing 20
expenses
Total 100

no. of respondents Figure 3

120

100

80

60 no. of respondents

40

20

0
Increasing sales Customer loyalty Reduction in Total
and revenue marketing
expenses

INTERPRETATION

The above table represents 65 of respondents think that if the customer is satisfied this
will increases sales revenue while 15 thinks believe that it will rise customer loyalty 20
thinks it will lead to reduction in marketing expenses.

Q.4. According to you customer satisfaction is?

Table No. 4

S.No. Particulars Respondent

1. Cost effective 10
2. Best quality 70
3. Easy availability 20
4. Total 100

Respondent Figure 4

120

100

80
Respondent
60

40

20

0
Cost effective Best quality Easy availability Total

INTERPRETATION

The above table represents that 10 people believe that if they will get cost effective then
they will be more satisfied 70 thinks best quality can be better whereas 20 want easy
availability.

Q.5. What features of apparel you like the most?

Table No. 5

S.No. Options Percentage

1. Reliability 25%
2. Price 45%
3. Quality 30%

percentage Figure 4

50%
45%
40%
35%
30%
percentage
25%
20%
15%
10%
5%
0%
Reliability price Quality

INTERPRETATION

Above chart show that 45% of the respondents thinks that price, attract the customer in
buying the apparel wears 25% respondents thinks that reliability attract the customer in
buying the apparel wears and 30% respondents think that quality attract the customer in
buying the apparel wears.

Q.6. What factor would you recommend to change in it?

Table No. 6

S. No. Options Percentage

1. Price 30%
2. Quality 40%
3. Other factor 30%

Percentage Figure 6

45%

40%

35%

30%

25% Percentage

20%

15%

10%

5%

0%
price quality other factor

INTERPRETATION

Above chart show 30% of the respondents would recommend price factor, 40% would
recommend quality factor and 30% respondents would recommend other factor.

Q.7. What is your perception about apparel industry wear?

Table No. 7

S. No. Options Percentage

1. Good 30%
2. Average 60%
3. Bad 10%

percentage Figure 7

70%

60%

50%

40% percentage

30%

20%

10%

0%
good average bad

INTERPRETATION

Above chart shows that 60% of the respondents perception is good, 30% bad and 10%
average.

Q.8. Are you satisfied with the apparel product?

Table No. 8

S. NO. Options Percentage

1. Yes 70%
2. No 30%

Percentage Figure 8

80%

70%

60%

50%
Percentage
40%

30%

20%

10%

0%
Yes No

INTERPRETATION

Above chart shows that 70% of the respondents are satisfied from the apparel product and
30% respondents are not satisfied.

Q.9. In your opinion what is image of apparel industry wear as compare to another brand?

Table No. 9

S. No. Options Percentage

1. Positive 65%
2. Negative 35%

percentage Figure 9

70%

60%

50%

40% percentage

30%

20%

10%

0%
positive negative

INTERPRETATION

Above chart shows that 655 of the respondents think that the image of apparel industry
wear is positive and 35% think that it is negative as compared to another brand.

Q.10. In your opinion does the apparel wears show the social status of a person?

Table No. 10

S. No. Options Percentage

1. Yes 60%
2. No 40%

Percentage Figure 10

70%

60%

50%

40% Percentage

30%

20%

10%

0%
Yes No

INTERPRETATION

Above chart shows that 60% of the respondents says that the apparel wears shows the
social status and 40% says no.
 CHAPTER-6
OBSERVATIONS

 Concerning all types of business organizations, customer satisfaction is the most

important issue, and considered as most reliable source of input for achieving
excellence in any business organization.

 This study was conducted to measure the customer satisfaction and to examine the
relationship between the customer satisfactions to: Promotion, Service quality,
Customer expectations, Brand, Physical Environment, Price, and Taste of the product.
 Brand, Service quality, physical environment and promotion are the key determinant
of customer satisfaction in the purchase of Apparel industry.

 At the end it could be concluded that, there is a significant positive relationship

between the Promotion, Service quality, Customer expectations, Brand, Physical
Environment, Price, and Taste of the product to customer satisfaction.

 The fashion industry is one of the most polluting industries in the world. Rapidly
producing garments in high volumes additionally generates textile and chemical waste
in equally high volumes.

 Consumers must be educated on the processes required to create their clothing and
how those processes and resulting waste impact environments and people across the
world.

Ultimately it is up to both the consumer and supplier to help give the industry the
makeover it needs. 

The Apparel industry is growing at very high rate but still there are some barriers,which
are hindering the growth of this industry. some of them are:

 Through the demand for garments is increasing day by day but the production rate
has still not been able to match with the ever rising demand.More production facilities
are needed to meet the demand.

 Most of the raw material needed for apparel manufacturing is available in the
developing or under developed countries and these countries don’t have enough
 resources and manpower to explore them.These countries also don’t have finance to
set up factories for clothing and garment production.

 The importers of developed economics are facing very stuff competition as countries
like China are producing good quality products in low prices due to availability of very
cheap labour.

 Some trade laws still are very much in favor of developed countries and they need to
be reviewed, to facilitate imports from the developing countries.

As apparel industry is fashion driven ,fashion keeps charging, the firms have to cope with
the charging apparel industry trends and still complete orders in time.

Thus they usually have to work under pressure

 CHAPTER-7
LIMITATIONS OF THE
STUDY

The study, though conducted to the best of ability, suffers from certain limitations.
These are:

1. Shortage of raw materials and Low productivity of labour

35% of the overall cost of production is determined by raw materials. Cotton is in low supply
in the nation, especially long-staple cotton that is imported from Pakistan, Kenya, Uganda,
Sudan, Egypt, Tanzania, the United States of America, and Peru. It is unfortunate that despite
having the largest amount of cotton planted (26% of the world's acreage), the country only
contributes 9% to global cotton production. Low production and illnesses in the mills are
caused by fluctuating prices and unpredictability in the availability of raw materials.
2. Noise pollution inside the manufacturing plants
The textile sector has acknowledged noise as the main concern to workers and employees.
Unwanted sound, or noise, can interfere with a variety of textile industry operations. No
matter how long or how loud the sound is, noise is still bothersome. The sound can be heard
by humans up to 130 dB. Machine gearing's are the main source of the noises. Therefore, the
textile sector needs a low noise level.

3. High wastage
The textile industry is infamous for its widespread resource waste, particularly water. Textiles
is the second biggest polluting industry. Five per cent of all global landfills is being taken up
by dumped textile waste. With the aim of lessening their impact on the local environment, the
more advanced businesses are minimising their water usage, modifying the chemicals they
use in dying processes, and reusing water for two or more procedures.

4. Health issues
Carpal tunnel syndrome is a common musculoskeletal illness among Textile industry
workers. Workers are also frequently afflicted by forearm tendonitis, lower back
discomfort, neck pain, shoulder pain, and osteoarthritis of the knees. Repetitive
motions and uncomfortable ergonomic settings are the root causes of each of these
ailments. 

5. Use of Hazardous Substances

The textile Industry uses various types of harmful chemicals and processes for its different
processes. There is a chance of mixing the different gases in the ambient air when singeing
since the floating fibres are eliminated by burning. By using different chemicals, such as
NaOH, to reduce the fabric's size paste. The fabric still contains natural impurities after
desizing; these impurities are eliminated using a hot alkaline solution.

6. Infrastructure bottlenecks
The poor quality of Indian Infrastructure implores serious setbacks in the textile industry in
India. The majority of the cotton textile factories in India use outdated equipment. Over 60%
of the spindles in India, according to one estimate, are older than 25 years. Compared to the
global average of 62% and 100% in the United States, automatic looms only makeup 18% of
all looms in the nation.

7. Low productivity
The lower productivity level is one of the primary factors limiting the expansion of India's
garment sector in the face of escalating global competition. India's textile factories produce
comparatively little in comparison to Bangladesh, China, and Turkey.

The garment industry needs to be supported with the newest technologies and processes,
which are more effective than the conventional ones, in order to improve this situation. 
8. Lack of skilled labour
More than 70% of Indian workers are either illiterate or have only a rudimentary
education, which is a severe disadvantage. As a result, individuals are unable to
explore their employment options or are oblivious to opportunities to develop their
current abilities.

To start the rise of skilled labour, the government must implement specific policy
measures. Everyone should have access to proper education, and vocational education
and training should be encouraged. 

9. A fragmented industry
The Apparel Industry of India is highly fragmented in nature as about 95% of it is
unorganized. Thus when compared to China and the USA, India does not have as
many significant fabric makers. Additionally, weaving units in India are often smaller
than those in China. 

Due to the fragmented nature of the industry, when compared to other major fabric
producers, there is a lower yield due to a lack of contemporary manufacturing
equipment and worker skill levels.
BIBLIOGRAPHY
 Books:

➢ Kothari C.R. (1990) Research Methodology: Method and Techniques;

WishwaPrakashan, New Delhi.

➢ Bodie. Z, Kane. A &Mracus. J : Essentials of Investments.

➢ Prof. E Gordon &Dr. K. Natrajan“Banking Theory Law and Practice”.

➢ “Indian Financial System & Commercial Banking” by Khan Masood Ahmed.

➢ “ Banking in India” by P.N. Varshney.

MAGAZINES:

➢ Business World

➢ Business Today

➢ The Smart Manager

WEBSITES:

➢ www.centurionbop.co

➢ www.statebankofindia.com

➢ www.icicibank.com

➢ www.rbi.org.in

➢ www.iba.org.in

➢ www.knowledgestom.com