A STUDY ON CUSTOMER SATISFACTION TOWARDS SMARTWATCHES

Submitted in partial fulfilment of the requirements for the award of

the degree of

Bachelor of Business Administration

To
Guru Gobind Singh Indraprastha University, Delhi

Guide: Dr. Dipti Jain Submitted by: Abhimanyu sethi

(Assistant Professor) Roll no: 04980001721
GIBS

GITARATTAN INTERNATIONAL BUSINESS SCHOOL,

DELHI-110085
Batch (2021-2024)
 CERTIFICATE
I, Mr. Abhimanyu Sethi, Roll Number. 04980001721 certify that the MINOR project- I Report (BBA-114)
entitled on “CUSTOMER SATISFACTION TOWARDS SMARTWATCHES” is complete by me and it is the
authentic work carried on by me at GITARATTAN INTERNATIONAL BUSINESS SCHOOL. The matter embodied
in the minor project-I have not been submitted earlier for the award of any degree or diploma to the best of
my knowledge and belief.

Signature of the student:

Date:

Certified that the Minor Project-I Report (BBA-114) entitled “CUSTOMER SATISFACTION TOWARDS
SMARTWATCHES” done by Abhimanyu Sethi, roll number 04980001721 is completed under my guidance.

Signature of the guide:

Date:

Name of the guide:

Dr. Dipti Jain:

1.1 (Assistant Professor)

Gitarattan International Business School

Delhi-1100085
 ACKNOWLEDGEMENT

I have taken efforts in this project. However, it would not have been possible without the kind
support and help of many individuals. I would like to extend my sincere thanks to all of them.

I am highly indebted to my teacher for their guidance and constant supervision as well as for
providing necessary information regarding the project and for their support in completing the
project.

I would like to express my gratitude towards my friends and my teacher Dr. Dipti Jain(assistant
professor)at Gitarattan international business school, Delhi for their kind co-operation and
encouragement which help me in completion of this project.

My thanks and appreciation also go to my friends in developing the project and people who
willingly helped me out with their abilities.

Abhimanyu Sethi
BBA E2A Sem-2
Department of Business Administration
 TABLE OF CONTENTS
SERIAL CONTENTS PAGE
NO. NUMBER
1 INTRODUCTIO 1-7
N
1.1 INDUSTRY PROFILE
1.2 COMPANY PROFILE
1.3 ABOUT FASTRACK
WATCHES
1.4 OBJECTIVES

2 LITERATURE
REVIEW
8-12
2.1 CUSTOMER PRECEPTION
2.2BRAND LOYALITY

3 RESEARCH 9-11
STUDY
4 Data Analysis 12-21
and
Interpretation
5 Conclusion 22-23
6 Finding scope 24-27
and future
suggestion
7 Annexure 28-31
questionnaire
 Chapter 1

INTRODUCTIO

N
ABSTRACT
Smart watch has slowly become the main screen gadget smartwatches have many features
such as fitness tracing good battery life answer message by voice able to connect Internet
wirelessly in day-to-day life smart watches one of the eminent launches on people’s mind.

INDUSTRY PROFILE

The watch industry as in the current scenario is booming undergoing rapid growth. The
emergence of new generation private foreign watches in India Watch market has raised the
competitiveness in the industry. The study aims at identifying the extent to which the product
quality of a watch affects its competitiveness the outcome of the study reveals the current
perception about the watches rooted in the minds of the customer which could be useful in
formulating strategies in future operation of the company for the attainment of its gold in this
competitive scenario.

INTRODUCTION TO SMART WATCH

A smart watch is available computer in the form of watch modern watches provide a local
touch screen interface for daily use while and associated smartphone app provides
management and telemetry while early model could perform basic calculations such as digital
time telling translation and playing games 2010 smartwatch have more general functionality
closer to smartphone including mobile app of mobile operating system and Wi-Fi Bluetooth
connectivity some smart watches function as portable media player with FM radio and
playback of digital audio in video file Some models called smartphones have mobile cellular
functionality like making call.

INTRODUCTION TO THE STUDY

It was aimed at young segment the brand was promoted with slogan clue cool watches from
Titan sports track has established brand image for quality price and ranges of style 8 offers
however it is often found that customer still have sales certain issues with this brand one of
the issue is Fastrack is one of the leading wristwatches brand in India fast track was launched
in 1998 the brand that service after sale is not good customer often find it difficult to repair
the watch or change the strap dial etc most of retail store doesn't keep spare part reason being
the Fastrack watches style changes at a faster rate hence customer of forced to go to domestic
brand bad brand stabs which doesn't even suit the watch another issue is that all variety of
brand is not available in all retail stores the customer of force for online shopping to get their
desired watches.

TITLE OF THE STUDY

A STUDY OF CUSTOMER SATISFACTION TOWRADS FASTRACK SMARTWATCH.

A SHORT HISTORY ON SMARTWATCH

While digital watches have been around for decades some with abilities like calculator and
unit converter only in the 2010 did the tech company begin releasing watches with
smartphone like abilities.

apple, Samsung, Sony and other major players offer smart watch on customer consumer
market, but a small start-up deserves credit popularising the modern-day smartwatch when
Pebble announced its first smart watch in 2013 it raised a record amount of funding on
Kickstarter and went on to sell more than 1,000,000 units.

add the same time advances in silicon mini tour inaction open the door to other kinds of
dedicated purpose smart watch companies like garment for example support smart watch like
the phoenix which are more rubbed and optimised with sensor and trackers to support
Backcountry expectations expectations likewise companies like some notes on auto release
smart watch optimised for scuba diving with that withstand extend time at significant depth.

COMPANY’S PROFILE

Titan industry is the world's 5th largest response manufacturer and India leading producer of
watches under Titan, Fastrack, Sonata, nebula ko Moraga etcetera it is a joint venture
between the Tata group and the Tamil Nadu industrial Development Corporation 8 product
portfolio include watches accessory and jewellery in both contemporary and traditional
design it exports watches to about 32 countries around the world with manufacturing facility
in Dehradun hotel Goa and manufacturer precious jewellery in both under under that Anish
brand name making it India only national general jewellery brand it is a subsidiary of Tata
group.

Titan watch division was started in 1987 at its launch was the 3rd watch company in India
after HMT and Alvin Titan formed a joint venture Timex which lasted until 19:00 98 and set
up a strong distribution network across India as of 2010 Titan watches accounted for a 60%
of share of the total India market and are also sold in about 40 countries through marketing
subsidies based on London Dubai and Singapore Titan watches are sold in India through
retail chains controlled by Titan industries.

Titan industries has claimed to have manufactured the world slimmest wrist watch Titan edge
produce India indigenously after 4 years of research and development the Titan edge has a
total slip NCIS of 3.5 millimetre and faithed movement of 1.15 mm apart from the Titan edge
Titan also offer steel raga Fastrack technology nebula Sonata fast is a watches Fastrack is a
popular among youth in India Fastrack watches come in variety of style shape and colour on
March 4th 2010 Titan industries announced the launch of its very first Titan flagship store is
located at opposite shoppers stop Bandra linking road Mumbai India store is spread over
spacious 2500 Sophie and houses more than 1500 watches on display from Titan like purple
automatic Sir I'm in raga edge nebula and many more on November 16 2011 Titan industries
acquired Swiss watchmaker maker fabella before €2,000,000.

Titan watches the major Indian watchmaker embarked on fashion watch category with the
launch of Titan Fastrack watches in the year 1998 Hasid ever changing fashion industry
influence the watch industry during this error Titan watches came up with a stylish and
trendy Titan Fastrack watch collection

extraordinarily innovative technology coupled with a fresh sense of style in Titan Fastrack
watches became an instant raid specially with youth in the Titan portfolio it is believed to
contribute a 4% value significant rise in Titan Fastrack watch sale gas subsidy quaintly
compelled Titan to establish it as a separate brand.

PRICE

The price of the model of fast-track ranges from ₹552 ₹2450 and was designed exclusively
keeping in the mind of generation X of the subsequent in the primary objective been an
Indian manufacturer and infusing the advantages of Indian market with the dynamics of
western market the company has carved carved itself a place difficult to achieve by foreign
players.

PRICE AND DISCOUNT AND ALLOWANCES

Fast track once a year come out with the price discount sale on the map of watches which is
based on the stock carried by the company at the yearend warranty and services contracts
Fastrack provide warranty or service contract to its watches and this is backed up by the name
Tata which especially need to convince and March ahead in lower segment market product
line pricing Tata has paid ₹10,00,00,000 for the 3rd year contract.

for Tata themselves it is not just a sponsorship it signalled the beginning of new era in Tata
regime one of the main reason for the sponsor of this event is global like these provide a great
opportunity to cooperate to satisfy their marketing objectives and cross promote their brand
the difference in price of watches are justified by the feature the style and the difference
which make each market Titan price are all it watches in search way that it maximizes the
total profit on the mix the Tata open the battle ground for this new strategy of synergy started
with Tata open held every year in December to January.

ABOUT FASTRACK WATCHES

Fast track was launched in 1998 and become an independent urban youth in brand in 2005
since then it has carved a niche for itself with watches and sunglasses data both fashion label
and affordable Fastrack extended footprint in into accessories in 2009 with the range of bag
belt and wallet Fastrack retail across the nation through 158 exclusive Fastrack stores in
overseas 9079 cities as well authorised multi brand outlet and online today the brand has
successfully notched up the title of been the most loved youth fashion brand in this in the
country.

fast track is the brand for young generation which is part time of Titan brand many brands
have wise lines which target a separate segment of population this helps to maintain a unique
identifier for each brand and helps to and help the mother company to differentiate between
the focus area of the brand of the different brand dues in India Titan is a company which is
part of renowned Tata group and it has launched fast track which caters mostly to young
generation

when a brand target the youth it need to keep changing and reinventing itself to stay in tune
with the latest trend in the market which attract the urban youth Fastrack similarly is one such
brand which has been changing it product line introducing new element in accessories as well
as in design so that it attracts the urban youth of India Today it is said to be one of the
inventive youth brand initially the brand started off with watch design which were trendy and
youthful since then it has moved onto eyewear bag WJR again marketed in different eye
catching ways while watches are mark it as risk years sunglasses and marketed as I get the
campaign was fast track are loud and shocking with tagline open to interpretation and
innovation design in their showrooms.

WATCHES

There are various collections which can be found amongst the Fastrack watches. Each collection
signifies a certain style which is present in each of the models in that collection. The New collection
signifies all the latest models being introduced by Fastrack while there are the Grunge, Hip Hop,
Neon, Digital Fashion, Aluminium, Colour Play, Bikers, Army, and others, each with their distinct
range of watches.

HIP HOP RANGE

The latest collection which is featured is the hip hop range 22 play bandit style of the hip pop culture
the watch has distinct style and surprise element in their design the most running pieces the 304 my
014 guys this watch comes in gold or white metal and is to be worn like a pendant on a chain around
the neck the strap is in the form of chain and the watch is designed like a pendant representing the
mail symbol.

THE BIKER RANGE

If you look at the biker's collection you would be taken a bag buy some of the sleek design
that is collection as for young women overall the design is sporting and come with round eyes
leather or metal strap are trendy and sporty in style.

THE ARMY RANGE

This range probably represent the most elaborate designed among Fastrack watches the strap
of wide in which the watch is embedded the dial is in the form of verb bullet and grass s
design to camouflage the dial the leather strap adds an expensive order to this watches which
are made for true army fans.

the other collection is all worth Alok the colour play collection has a classic design with front
square cases with bold pattern tiles and have alligator skin pattern leather scrap the
aluminium range features silvery white watches of different design while the basic collection
feature watches in plastic and rubber.

thus, there is ample of choices when it comes to watch for young men and women among
Fastrack watches
SMARTWATCH RANGE

Fast track reflex Voix smart watch with Alexa built in 1.69 HD display AI enabled coach sop
2 women health monitor 10 plus mode mode 580 m water resistant an up to 10 days battery
life visit the fast-track road store rating 655. The brand comes with sleeping track, and it also
features say Daydream reminder that basically reminds to exercise the fast track reflects 2.0
come with IP ** water resistance meaning that it can be a few splashes water the fitness band
come with a battery backup of 10 days the company claims.

OBJECTIVES

1.To understand the existing product quality in Fastrack watches.

2.to investigate whether the product quality of Fastrack watches can address all the demand
made by the customer.

3.To identify the difference between the expectation and perception of the customer of the
product quality given by Fastrack watches.

4.To understand about the customer satisfaction about Fastrack watches

Chapter 2
LITERATUE
REVIEW
LITERATURE REVIEW

The human brain has been trained to analysis text in a way that a reader is able to interpret
writing as whatever he or she sees in the meaning of the word by analysing the context in
which takes was written through teaching people to read and analyse literature the educated
society has become more a custom to picking apart the word they are reading the same
process however does not hold true for human perception of image through societal norms.

We have grown accustomed to accepting image as truth without using the same analytical
process to take apart image in the way we do text the human perception of truth in image play
a key role in modern trend of manipulating photographs in this increasing digital age
photograph can be manipulated to portrait an illusion of whatever the manipulator wants to
wants the picture to be this can be specially prevailed in printing advertisement where the
main goal is to influence the need or desire off the consumer with persuasive image ( Barry,
and Mary see word visual intelligence 1997 ).

Word of timekeeping in general and mechanical watches is a fascinating and complex field
overly complex micromechanics system the history of development of movement and design
trend and political and personal introduce of industry provide for interesting reading an
endless opportunity for research(David Landis revolution in time 2004).

Titans play in the life tile category is like what us watch and accessory brand fossil dead
diversifying into eyewear handbags jewellery shoes and apparel Titan industry with started as
smart as watch brand in 1984 is taking a fresh gamble to turn it to a full scale lifestyle in
company the firm youth brand Fastrack will drive this transformation and effort partly to
ensure the parent brand Titan is shielded from any rest Fastrack is already into watches when
I wear and now is looking at category like bicycle helmet shoes and apparel.(Economic times
10th March2012).
CUSTOMER PERCEPTION

Perceptions are always considered relative expectations because expectations are dynamic
evaluation may also shift over the time from person to person from culture to culture
customer perceived the service in terms of the quality of the service and how satisfied they all
over with bear experiences these customer oriented terms quality and satisfaction have been
the focus of attention for executives and researchers alike over the last decade or more
companies today organise so that they can compete more effectively by distinguishing
themselves with respect to service quality and improve customer satisfaction customer
satisfaction versus service quality.

Determinants of customer satisfaction customer satisfaction are influenced by specific

product or service feature by the perception of qualities as suggested in figure 2.6 satisfaction
is also influenced by the customer product and services feature customer satisfaction with the
product or services influencing significantly by the customers evaluation of product or
service teachers customer service will make trade of among different services feature
depending on the type of services been evaluated and critical and criticality of the service
customer emotion customer emotions can be affected by the perception of satisfaction with
products and services these emotions candy stable pre-existing emotions attribution for
service success or failure attribution the press the perceived cause of event influence
perception of satisfaction as well when they are being surprised by the outcome this services
is Ida much better or worse than expected consumer tend to look for reasons and their
assessment of the reasons can influence their satisfaction perception of equity of fairness
customer satisfaction is also influenced by the perception of equity and fairness customers
ask themselves have I ever treated fairly compared with other customers? Did the other
customer get even better treatment better prices or better-quality service did I pay a fair price
for service was I treated well in exchange for what I paid an effort I expended other customer
family member and Co-workers in addition to product or service features and burn on
individual feeling and belief consumer satisfaction in salwar influenced by the other people
like other customer family member and co-workers.

OUTCOME OF CUSTOMER SATISFACTION

Individual firm have discovered that increasing the level of customer satisfaction can be
linked to customer loyalty and profit there is an important relationship between customer
satisfaction and customer royalty this relationship is particularly strong when customer
satisfied thus firms that simple m to satisfy customer may not be doing enough to endanger
loyalty they must instead M2 more satisfy or even delight there customer at the opposite end
of the satisfaction spectrum researchers have also found that they are strong link between
dissatisfaction and disloyalty odyssey flexion loyalty can fall off perspectives when customer
reach a particular level of dissatisfaction of when they are dissatisfied with products slash
services.

BRAND LOYALITY

The degree to which consumer are committed to brands of goods or services depend on the
number of factors the cost of changing brand the availability of substitutes the procedure is
associated with the purchase and the degree to which they have obtained satisfaction in the
past sector it may be costly to change brand as awareness of substitute sales limited and
because higher risk me a company services consumer arm likely to remain customer of
company with service of goods greater search costs and monetary cost me involved in
changing brand of services then in changing brand of good because of the difficulty in
obtaining information about services customer may be unaware of alternate or substitute for
their brands or they may be a certain about the ability of alternate to increasing satisfaction
over present brands.
if consume up receive greater risk probably depend on brand loyalty to great extent then
when they purchase product brand loyalty described as a mean of economic economic
decision effort by substituting habit for repeated and for repeated deliberate decision function
as a device for reducing the risk for consumer decision final reason for consumer being more
loyal towards brand with services is recognition of the need of repeated patronage to 10
optimum satisfaction from the seller becoming a regular customer allows the seller to gain
knowledge of the consumer taste and preferences ensuring better treatment and encourage
more interest in consumer satisfaction.

thus a consumer may exhibit brand loyalty to cultivate a satisfying relation with the seller this
is more predominant in the case of corporate consumer who regularly make purchase year
after year brand loyalty has 2 sides the fact that the service provider own customers are brand
loyal is not a problem the fact that the customer of providers competitor are difficult to
capture however create special challenges the marketer may need to direct communication
and strategy to the customer of competitor emphasising attribute and strengthen the that he or
she possesses the competitors lack.

marketers can facilitate switching from competitor services by reducing switching cost.

.
Chapter 3
RESEARCH
STUDY
RESEARCH METHODOLOGY

Once the problem has carefully defined the research needs to establish the plant that will
outline the investigation to be carried out the research design indicate the steps that have been
taken and in what sequence they occurred it is systematic and so safe investigation of fact
with an objective to off understanding the customer satisfaction for Fastrack watches the
methodology that will be applied by the study have been chosen to acquire information and
deduce conclusion about customer satisfaction for Fastrack watches the main purpose of this
study is to obtain an inside into problem face by the Fastrack watches customer in order to
propose further recommendation for better customer satisfaction.

RESEARCH DESIGN

Research design is the arrangement of conditions for collection analyse of data in a

systematic manner that aims to combine relevance to research purpose with economics and
trust in procedure the research study applied here is purely descriptive.

SAMPLING TECHNIQUES

The simple random sampling method was used for primary data collection simple random
sampling is the basic sampling technique where we select a group of subjects for study for a
larger group each individual is chosen entirely by chance and each member of the population
has an equal chance of being included in the sample every possible sample of a given size has
the same chance of selection that test each member of the population is equal to be chosen
stage in sampling process there are 2 types of sampling techniques.

they are profitability sampling and non-profitability sampling. The researcher adopted non
profitably latest sampling.

NON PROFITABILTY SAMPLING

Non profitability sampling procedure which does not afford any basis for estimating the
profitability that each item in population has been included in the sample.

CONVIENCE SMAPLING

The researchers have adopted convenient sampling method for this study.
SAMPLE SIZE

50 respondents are chosen as a sample size for the study.

DATA COLLECTION

Target audience Fastrack watches customer in in household IP university students and

different University College students from Delhi region has been taken.

PRIMARY DATA

Information obtained from original source by research is called primary data they offer much
greater accuracy and reliability the data was collected from respondent through the
questionnaire.

SECONDARY DATA

In means data available that is it refers to the data which have already been collected and
analysed by someone else the data
 Chapter 4
Data Analysis
And
Interpretation
 For evaluating the quality of customer satisfaction of Fastrack watches several critical
variables are selected from conducting an in-depth analysis the results of the analysis are
presented in the following section.

A. Gender of the respondent

Gender of the Male Female Prefer not to Total

respondent say

Number 34 14 2 50

Percentage 68% 28% 4% 100%

Interpretation
 68% of the respondents are male that days 34
 28% of the respondents are female that is only 14 in number.
 the remaining people preferred not to say that is 4% is 2 in number.
 B. Age of the respondents

Interpretation

 More than 60% of the respondent have age below 20 that is 31 in total.
 About 26% of the respondent have aged between 20 to 30 that is 13%.
 And nearly 12% of the respondent have age from 31 above 40 that is 6 in total

C. Occupation of the respondents

Number of Students Employees Profession Business Others Total

respondents people

Number 38 4 3 4 1 50

Percentage 76% 8% 6% 8% 2% 100%

Interpretation
 More than 75% of the respondents are student i.e., 38 in number
 8% of the respondents are employees as well as businesspeople i.e., 8 in
 Only 6% of the respondents are into some profession i.e., 3
  Remaining 25 percent of the respondents are into other works

D. Monthly Income of the respondents

Number of Below 10,000- 20,000- Above No Salary

the 10,000 20,000 30,000 30,000 (STUDENT)
respondents
(salary)

Number 3 3 4 7 33

Percentage 6% 6% 8% 14% 66%

Interpretation
66% of the respondents do not earn money as they are students
14% of the respondents earn above 30,000 of salary
8% of the respondents earn 20,000-30,000 of salary
6% of the respondents earn Below 10,000 of salary
E. Why are you using Fastrack watches

 Interpretation
 38% of the respondent wear Fastrack watches because it affordable
 30% of the respondent wear Fastrack watches because of the good feature it
offers
the remaining the 32% of the people wear Fastrack watches because of the
great fit and comfort.
 F . How long have the respondents been using Fastrack
watches

Consumptio 1 months+ 3 months+ 6 months+ Always like

n of the to wear
product by Fastrack
the watches
respondents

Number of 13 12 20 5
the
respondents

Percentage 26% 24% 40% 10%

Interpretation
40% the respondents been using Fastrack watches for about 6month more
26% of the respondents been using Fastrack watches for about 3 months and more
24% of the respondents been using fact rack watches for 1 month+
and the remaining 10% of the respondents likes to wear Fastrack watches daily
G. what other smartwatch brand does the respondents wear other than
Fastrack ?

Other brans Apple Boat Samsung Others

preferred by the
respondents other
than Fastrack
watches

Number 14 9 10 17

Percentage 28% 18% 20% 34%

Interpretation

34% of the respondents like to use distinctive brands other than Fastrack
28% of the respondents like to use Apple smartwatches.
20% of the respondents like to use Samsung smartwatches
18% of people uses boat smartwatch.
H. How often do your change your watches.
*According the data we can analysis that more than 68% of the respondents like to change
their watches when they usually broke.
*12% of the respondents changes their watches after their watches due to new innovations
and models , features , design of the watches
*About 20% like to change their watches when a new watches come it market due to
customer taste and to see whether that particular product quality and brand fulfil their
satisfaction.

I . Are the customers satisfied with the use of Fastrack watches

Customer Yes No Maybe

satisfaction towards
Fastrack watches

Number 30 6 14

60% 12% 28%

Percentage

Interpretation
60% of the customer are satisfied with the service provided by the Fastrack watches
28% of the customer are neutral towards the service offered by the Fastrack watches
the remaining 12% of the customer are not satisfied towards the services offered by the
Fastrack watches

J. Suggestion offered by the customer to innovate Fastrack watches.

According to this survey about 26 respondent had a similar opinion about Fastrack
watches that it required more innovation to capture a good amount to market share.
Due to lack to innovation the Fastrack watches may lost their track in this industry.
Chapter 5

CONCLUSION
CONCLUSION

On the basis of the result of this study it conclude that strategy is fundamental to the success
and sustainability of the organization it helps the organization to understand the core
capabilities identifying and address weakness imitate risk and understand the train going to
impact their business and their industry and how they are going to respond to them it
streamlines their business and ensures every dollar and minute they spend on the business is
in the direction of their sustained success therefore the success or failure of the organization
depends on the strategies it follows on the growing influence of globalization on India Watch
industry several global manufacturer coming into India Watch industry in such dynamic
environment Fastrack need to be more quality conscious since the product offered r almost
similar by the all watch manufactured in industry Fastrack need to take serious effort to make
8 competitive and stable in the dynamic market situation by focusing on the service quality
aspect gaining and maintaining consumer preferences is a battle that is never really born
continued and consistent branding initiatives that reinforce the consumer purchase decision
will overtime land the product in consumer preference set.

Attaining and sustaining preference is an important step on road to gaining brand loyalty
most of the consumer prefers Fastrack watches due to its strong brand image and the main
factor forcing the customer to buy Fastrack watch as advertisement through the print and
electronic media to survive in today's competitive business environment it is must to plan
innovative and different station strategy.
 Chapter -6
Finding , suggestion,
and limitation for
future scope
FINDING:

1. Majority of the respondents are aware about the various range of products provided
by the Fastrack watch through advertisement.
2. Majority of the respondents a great Fastrack watches another Titan brand only differ
in price range.
3. Majority of the respondent failed at Fastrack watch are good then its competitors.
4. Majority of the respondent use the Fastrack watch for more than one year.
5. Majority of the respondents agreed that Fastrack watches are affordable.
6. Most of the customer felt that customer service personal has good knowledge about
the product.
7. Majority of the customers are not satisfied with the general behaviour of customer
service personnel because the product range of fast track is fast, and it is difficult for
the service personal to give proper service aids to fast-track watches.
8. Majority of the customer use Fastrack watches only this shows the loyalty of
customer enjoyed by the company this strong customer loyalty slaying and effective
foundation for Fastrack watches.
9. Most of the customers are not satisfied with Fastrack customer inquiries of Fastrack
should give a proper knowledge and awareness to their staff regarding their products
and services they can give substance clarification for all queries that arise for
customer.
10. Most of the respondent are demanded that Fastrack should be better with customer
care with more pleasing nature willing to help them etc to attain the customer
satisfaction.
11. Majority of the customer satisfied with the product range of product it will help the
brand to establish new lead and to have new customer with reference to their existing
customer.
12. Majority of the customer disagree that the fact they will only purchase rival brand it
shows the Fastrack providing excellent service and product to their customer to keep
it customer and survive in competitive environment.
 13. Study shows that Fastrack watches website have excellent rating and it can further be
improved again by including detailed information of various voucher offer and
promotion related to that product.

SUGGESTION FOR FUTURE SCOPE

1. Customer Fastrack watches it's well known about the product range provided by the
brand.
2. From most of customer were young people an advertisement product offered by
Fastrack watches exactly matches the demand of the youth this makes Fastrack
watches ahead of its competitors.
3. From the service service quality offered by the fastrack brand has a good influence on
customers so fast track should improve it customer service quality to retain and satisfy
customer.
4. To improve its sales at promotion should be taken care excellent customer care should
be provided and it should reduce its service time.
5. There is so many percentage of customer are dissatisfied with general behaviour of
customer service personnel so they should be given proper training to improve the
quality of service.
6. Open the product range displayed in the ads are not available in store so it should be
insured that product range are available as soon as possible or the website should be
provided a solution.
7. Due to emergency and toughness of competition from rivals fastrack watches should
be soon implemented online order and selling if cash on delivery scheme is
implemented it can enhance sale.
8. For common doubt and queries suitable recording can be made queries and
recommendation can be uploaded in website of fast track.
9. Website of fastrack can improve again by including the detail information of new
product offers and promotion it should be provided customer feedback option while
they use online.

LIMITATION

The following are the limitations of the study:

 1. smart watches have become the most common necessary commodity service, so it
is difficult to define the population in a particular place .
2. 50 respondent cannot represent the population so the finding may be biased.
3. Time pleasure havoc role in data collection so the sample is restricted to 50.
4. Chances of bias response from the customer.

REFERENCES:

WEBIOGRAPHY
1. Watches Online - Buy Latest Trendy & Fashionable Watches - Fastrack
2. Fastrack Watches - Buy Fastrack Watches for Men & Women Online at Best Prices in
India | Flipkart.com

3. Shop Fashion Accessories for Men, Women & Kids - Fastrack

4. Fastrack decides to ‘move on’ from its iconic brand tagline; launches a new brand
positioning ‘You do you’ to celebrate body positivity and self-expression (msn.com)
CHAPTER7
ANNEXURE
Customer satisfaction on fast-track watches

Please take a few minutes to complete the save your specific answer will be completely
anonymous but your views in combination with those of others are extremely important this
service regarding the brand preference of electronic gadget consumer and the switch
behaviour of the consumer the response will be used for academic purpose to complete my
research work please check everywhere

The product range of fastrack watches include.

1. the hip hop range

2. smart watch range.
3. fitness range.
4. military range, etc
QUESTIONNARIE:

A study in customer satisfaction towards smart watches I shall be thankful if you fill the form
questionnaire and give me your valuable time.
1) Email
_________________________
2) Name
______________
3) Your Gender
a)Male
b)Female
c)Prefer not to say

4) Age in years
a)Below 20
b)20-30
c)31-40
d)Above 40

5) Your Occupation
a)Students
b)Employees
c)Professionals
d)Business people
e)Others

6) Monthly income
a)Below 10,000
b)10,000-20,000
c)20,000-30,000
d)Above 30,000
e)No Salary(Student)

7)Why are you using Fastrack watches

 a)Great fit
b)Good Feature
c)Affordable
d)Comfort
8)How long have you been using Fastrack watches
a)1 Month+
b)3 Month+
c)6 Month+
d)Always wear Fastrack
9)What other smartwatch brand do you wear other than Fastrack
a)Apple
b)Boat
c)Samsung
d)Other
10)How often do you change your watches
a)Few months
b)When they broken
c)When a new watch come out
11)Are you satisfied with the use of Fastrack watches
a)Yes
b)No
c)Maybe

12)Any suggestion you would like to give for Fastrack watches

Ans