A

PROJECT REPORT
ON
“A STUDY OF CONSUMER SATISFACTION”
AT
KAPADI BUSINESS HOUSE LASALGAON TAL- NIPHAD DIST – NASHIK
-SUBMITTED BY-
MR.GOVIND KAPIL KAPADI
TYBBA (SEMESTER-5)
-SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY
FOR THE PARTIALFULFILLMENT OF
BACHELOR OF BUSINESS ADMINISTRATION (BBA) –
UNDER THE GUIDENCE OF
– Prof. DR VIVEK KANADE

KTHM COLLEGE, NASHIK-422004

2022-2023
 ACKNOWLEDGMENT

I take this opportunity to express my sincere gratitude to all who have

directly and indirectly contributed to the completion of my project
At the outset of this report I wish to thank the director of our institute DR.
R.d.darekar sir, my sincere thanks to my project guide, prof.
dr.vivek.s.kanade sir for his constant guidance and support through the
project.
I would like to thank the placement department and faculty members of
KTHM College, Nasik.
Lastly, I am grateful to my parents who have been my mentor and
motivators. I am also thankful to my friends who have been directly or
indirectly involved in successful completion of this project

GOVIND KAPIL KAPADI

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 DECLARATION

I the undersigned hereby declare that the project report entitled “A study of
consumer satisfaction" written and submitted by me to Savitribai Phule
Pune University in partial fulfillment of requirements for the award of
degree of Bachelor of Business Administration under the guidance of Prof.
dr.vivek s kanadi sir is my original work and interpretations drawn therein
are based on material collected by myself.

Place- Nashik
Date-Govind k kapadi

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 index

 Introduction

 0.1.intoduction of topic
 0.2.objectives of the study
 0.3.scope of the study
 0.4.limitations of the study

 Conceptual background

 2.1. define the term used

 2.2 industry profile
 2.3History of the organization
 2.4Organization structure

 Research methodology
 Data analysis & interpretation
 INTERPRETATION
 Suggestions
 Conclusion
 Bibliography
 Annexure

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 1.Introduction

Welcome to the project on Consumer Satisfaction, a pivotal factor in the success and
sustainability of any business or service-oriented endeavor. This project is dedicated to
understanding, measuring, and improving the level of satisfaction that consumers derive
from their interactions with products, services, or brands. We will explore the significance of
consumer satisfaction, its impact on business outcomes, and the methodologies employed to
assess and enhance it. Throughout this project, we will uncover valuable insights, strategies,
and practical approaches to ensure that organizations can meet and exceed the expectations
of their customers, fostering loyalty and growth. Join us on this journey as we unravel the
key elements of consumer satisfaction and its paramount role in today's competitive
marketplace.

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 0.2 objectives of study

Here are some common project objectives:

 Measure Satisfaction Levels: Determine the current level of consumer satisfaction with your product or
service. This could involve using surveys, feedback forms, or other data collection methods.
 Identify Key Drivers: Identify the factors that most significantly influence consumer satisfaction. This helps
in understanding what aspects of your product or service need improvement.
 Improve Customer Service: Enhance the quality of customer support and service to address issues and
concerns effectively.
 Product/Service Enhancements: Use consumer feedback to make necessary improvements or additions to
your product or service.
 Increase Customer Loyalty: Develop strategies to increase customer loyalty and retention by addressing pain
points and improving the overall experience.
 Reduce Churn Rate: If applicable, reduce the rate at which customers are leaving your service or product for
competitors.
 Enhance Communication: Improve communication with customers, ensuring they are informed about
updates, changes, or new features.
 Continuous Monitoring: Establish a system for ongoing monitoring of consumer satisfaction to track changes
over time and react promptly to any issues.
 Employee Training: Train employees to provide better customer service and ensure they are well-equipped to
meet customer needs.
 Increase Referrals: Encourage satisfied customers to refer your product or service to others, thereby
expanding your customer base.
 .
 Crisis Management: Develop strategies for managing and mitigating customer dissatisfaction during crisis
situations.These objectives can serve as a framework for a consumer satisfaction project, helping you focus on

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 0.3 Scope of the study

The scope of consumer satisfaction is:

 Product and Service Quality: Consumer satisfaction relates to the quality of products and
services. This includes factors like performance, durability, reliability, and functionality.
 Customer Service: It encompasses the customer's experience with the company's support,
responsiveness, and problem resolution. Excellent customer service can significantly impact
satisfaction.
 Pricing: Consumers assess whether the price of a product or service is reasonable in relation to
its perceived value. Pricing strategies can influence satisfaction.
 Convenience and Accessibility: The ease with which customers can access products, services,
or information can affect satisfaction. This includes factors like location, online presence, and
user-friendly interfaces.
 Brand Reputation: Consumer satisfaction is tied to the reputation and trustworthiness of a
brand. Positive brand perception can enhance satisfaction.
 Communication and Transparency: Clear and honest communication about products, services,
and policies is essential for satisfaction. Misleading information can lead to dissatisfaction.
 Post-Purchase Experience: The experience after making a purchase, including delivery, returns,
and warranties, plays a role in determining satisfaction.
 Personalization: Tailoring products or services to meet individual customer preferences can
enhance satisfaction, as it makes customers feel valued.
 Feedback and Improvement: Gathering and acting upon customer feedback is integral to
improving products and services and, in turn, increasing satisfaction.

 Loyalty and Advocacy: Satisfied customers are more likely to become loyal to a brand

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 0.4 Limitations of the study

 *Limited Reach:* Offline surveys can only target customers who are physically present at a
particular location or event, potentially excluding a significant portion of your customer base.
 *Limited Data Entry Options:* Offline surveys often rely on manual data entry, which can
introduce errors and consume more time and resources than automated online data collection.
 *Inefficiency:* Conducting surveys offline can be time-consuming and labor-intensive, making
it challenging to collect a large volume of responses quickly.
 *Difficulty in Scaling:* If you want to reach a broader audience, expanding offline survey
efforts to multiple locations or events can be logistically challenging and expensive.
 *Data Security:* Maintaining the security and confidentiality of paper-based survey responses
can be more challenging than digital methods.
 *Inability to Track Progress:* Offline surveys may not offer real-time tracking and analysis
capabilities, making it harder to adjust survey strategies based on early results.
 *Limited Flexibility:* Changing survey questions or adding new ones can be cumbersome with
paper-based surveys compared to digital surveys, where adjustments can be made more easily.
 *Response Rate:* Obtaining a high response rate with offline surveys can be difficult, as people
may be less inclined to participate in a physical survey compared to an online one.
 *Resource Intensive:* Offline surveys may require additional resources for printing,
distribution, and data entry, increasing the overall cost of the survey.

Despite these limitations, offline surveys can still be valuable in situations where online surveys are not
feasible, such as at physical store locations, trade shows, or events. To maximize the effectiveness of
offline consumer satisfaction surveys, it's essential to carefully plan and execute the survey process,
ensuring that the sample is as representative as possible and that data collection and entry are accurate
and secure.

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 2.1 Term used in conducting survey

 Design the Survey:

Start by defining your survey's objectives and what specific information you want to gather.
Create clear, concise, and unbiased questions that are relevant to your business.

 Distribution:
Decide on the method of distribution (e.g., online, in-store, email, paper).
Ensure that the survey is easily accessible to your target audience.

 Analyze the Data:

Collect and organize the survey responses.
Use statistical tools or software to analyze the data and identify trends and patterns.

 Identify Areas for Improvement:

Look for common themes or issues in the survey responses.
Identify areas of your business that may need improvement based on customer feedback.

 Take Action:
Develop an action plan to address the issues or suggestions raised in the survey.
Assign responsibility for implementing changes and improvements.

 Communicate with Customers:

Let your customers know that you've heard their feedback and are taking steps to address their concerns.
Keep them informed about the progress of improvements.

Collect feedback on those changes to ensure they have a positive effect.

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 2.2 Industry profile
There is a small group of businesses. Also,

 Kapil Traders
is one of its main Lasalgaon market committee components and is engaged in grain
buying and selling as well as wholesale trading business activity. kapil Traders was
started in the year 1990 by Ramchandra Kapadi himself and Kapil Traders deals in
buying and selling pulses, wheat, millet and other grains. The aim of this firm is to
take grain at the local level and send it to different places

 Shree Swami Samarth Enterprises

is only trading groundnut, groundnut seeds, groundnut cake, bulk seller for
wholesale customers. its manufacturing as well as processing plant.

 Kapadi Kirana Stores

is a retail grocery store ,food product, household essentials .It sells all variety of
grocery items.

 Gaurav Traders
is a new store which provides cow husbandry and other materials needed by
farmers. E.g animal related mat, milk cane ,brushes ,milking machine, animal feeds

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Mrs.shri swami Samarth enterprises

Mrs.shree Gaurav traders

tthytttraderstraders Page | 11
 Mrs. Kapil traders

Mrs.Kapadi kirana & stores

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 2.3 History of the organisations

My grandfather was born in 1947 in a very poor family in Vanasgaon near Niphad,
and at the age of 16 he came to Lasalgaon due to the poverty of his family, and
started working for Mohanlal Bardia, a businessman from Lasalgaon but native
village Vanasgaon, and then at the age of 22 he joined Lasalgaon Bazar
Committee. Worked at firm name Puja traders for 27 years on Rs 1500 per month
and with his own experience he took a risk and got license from Lasalgaon Market
Committee and started business, he first started buying groundnut and grains
started business as name per. Kapil Traders, then with my father's support. He
started a groundnut company in 2000 as name shree swami samrth enterprises and
then in 2003 he added a new business called kapadi kirana mart name grocery
shop , and in 2023 shree gaurav traders started as a new cow husbandry dealer, my
grandfather and father always I am very proud of him because of the fact that he
did everything with determination and courage and self-confidence and he
participated in social and religious affairs along with business. And the continued
trust earned by our customers is the hallmark of our business.

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 2.4 ORGANISATION STRUCTURE

An organizational structure refers to the framework that defines how an organization

arranges its various roles, responsibilities, and functions. It outlines the hierarchy, reporting
relationships, and communication channels within the organization. Organizational
structures can take various forms,

organizational Structure In kapadi business house have mainly 14 workers in merchant

house and 2 accountants 1 single merchant and all the ownership rights are this type in
which 6 workers only manage the processing plant for firm swami Samarth enterprises and
3 people do consumer handling in this also in kapadi kirana stores there are 3 workers in
total all shop related work. And Gaurav traders this shop 1 manager and 2 workers this is
organizational structure of kapadi business house.

For worker safety near the processing plant they are given gloves as well as masks. Also, for
very heavy vehicles, the outside worker calls it special

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 3.RESEARCH METHODOLOGY

 *Survey Design:*
o Develop a well-structured survey questionnaire with clear, concise, and unbiased questions. Consider
using a mix of closed-ended (quantitative) and open-ended (qualitative) questions.
o Ensure that survey questions align with your research objectives and hypotheses.
o Pilot test the survey with a small group to identify and address any issues with question clarity or
wording.

 5. *Data Collection:*
o Determine the mode of data collection (e.g., online surveys, in-person interviews, phone surveys) based
on your target audience and project constraints.
o Collect data from respondents while ensuring confidentiality and ethical considerations.

 6. *Data Analysis:*
o Utilize statistical tools and software to analyze quantitative data. Calculate descriptive statistics (mean,
median, standard deviation) and explore relationships between variables.
o For qualitative data from open-ended questions, conduct content analysis to identify themes and
patterns in responses.

 7. *Reporting and Interpretation:*

o Present your INTERPRETATION clearly and concisely, using tables, charts, and narrative
descriptions.
o Interpret the results in the context of your research objectives and the existing literature. Discuss any
significant INTERPRETATION, trends, or insights.

 8. *Conclusion and Recommendations:*

o Summarize the key INTERPRETATION and draw conclusions about consumer satisfaction in your
research context.
o Based on your conclusions, provide practical recommendations for improving customer satisfaction or
addressing identified issues.

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 4. DATA ANALYSIS & INTERPRETATION

1. HOW MINI YEARS HAVE BEEN COMMING TO OUR SHOPS

All of the years Consumer

consumers review

52 2005-2008 4

2009-2015 13

2016-2020 23

2021-2023 12

25 23

20
no of consumers

15 13
12

10

5 4

0
2005-2008 2009-2015 2016-2020 2021-2023
consumer review

1. INTERPRETATION
2. BETWEEN SINCE 2005-2008 4% PEOPLE ARE OUR CONSUMERS.
3. BETWEEN SINCE 2009-2015 13% PEOPLES ARE OUR CONSUMERS .
4. BETWEEN SINCE 2016-2020 23% PEOPLES ARE OUR CONSUMERS .
5. BETWEEN SINCE 2021-2023 12% PEOPLES ARE OUR CONSUMERS.

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 2. DO YOU FEEL ABOUT OUR STOREs SERVICE

No of all feelings Reviews of

consumers consumers
52 Good 15
52 Poor 2
52 Better 21
52 Excellent 11

25
21
20
NO.OF CONSUMERS

15
15
11
10

5
2

0
GOOD POOR BETTER EXCELLENT
Series1 15 2 21 11
FEELINGS OF CONSUMERS

 INTERPRETATION
1. 15% OF CONSUMERS FEEL THAT THE SERVICE PROVIDED BY US IS GOOD.
2. 2% OF CONSUMERS FEEL THAT THE SERVICE PROVIDED BY US IS POOR.
3. 21% OF CONSUMERS FEEL THAT THE SERVICE PROVIDED BY US IS BETTER.
4. 11%OF CONSUMERS FEEL THAT THE SERVICE PROVIDED BY US IS
EXCELLENT

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 3.DO YOU FEEL THE DIFFERENCE IN QUALITY BETWEEN OUR STORE AND
OTHER STORES.

No of all answer Review of

consumers consumers
52 yes 52
no 0

60
52
50
no of consumers

40

30

20

10
0
0
YES NO
review of consumers
Series1

 INTERPRETATION

1. YES OF ALL CONSUMERS ANSWERS FOR BETWEEN QUALITY

2. NO ANSWER OF THE NO CONSUMERS

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 4 .HOW DO YOU LIKE THE ITEM QUALITY IN OUR STORES.

No of all feelings Reviews of

consumers consumers

52 Good 23

Poor 0

Better 16

Excellent 13

25 23

20
NO.OF CONSUMERS

16
15 13

10

0
0
GOOD POOR BETTER EXCELLENT
REVIEW OF CONSUMERS

 INTERPRETATION

1. 23% OF CONSUMERS FEEL THAT THE ITEM QUALITY PROVIDED BY US IS GOOD

2. 0% OF CONSUMERS FEEL THAT THE ITEM QUALITY PROVIDED BY US IS POOR
3. 16% OF CONSUMERS FEEL THAT THE ITEM QUALITY PROVIDED BY US IS
BETTER
4. 13% OF CONSUMERS FEEL THAT THE ITEM QUALITY PROVIDED BY US IS
EXCELLENT
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 5. WHAT IMPROVEMENTS OR ADDITIONAL SERVICES WOULD YOU LIKE
TO SEE AT OUR GROCERY STORES?

No of all answer Review of

consumers consumers
52 yes 2
no 50

60
50
50
NO .OF CONSUMERS

40

30

20

10
2
0
0
YES NO YES SO WHAT
CONSUMERS REVIEW

 INTERPRETATION

1. 2 CONSUMERS FEELS THAT IT NEEDS SOME IMPROVEMENT

2. 50 % CONSUMERS FEELS THAT IT NO NEEDS SOME IMPROVEMENT
3. AND THESE 2% CONSUMERS SUGGESTED THAT YOU CHANGE THE OPENING
HOURS OF THE STORE

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 6. HOW DO YOU FEEL ABOUT THE PRICES IN OUR STORE?

No of all feelings Reviews of

consumers consumers

52 High 4

Low 8

Medium 40

45
40
40
35
NO OF CONSUMERS

30
25
20
15
10 8
4
5
0
HIGH LOW MEDIUM
REVIEWS OF CONSUMERS

Series1

 INTERPRETATION

1. 4% CONSUMERS ARE FEEL HIGH PRICE OF OUR STORES.

2. 8 % CONSUMERS ARE FEEL LOW PRICE OF OUR STORES.
3. 40% CONSUMERS ARE FEEL MEDIUM PRICE OF OUR STORES.

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7. HAVE YOU HAD ANY ISSUES WITH THE AVAILABILITY OF PRODUCTS YOU
WERE LOOKING FOR?

No of all answer Reviews of

consumers consumers

52 Yes 6

No 40

Some time 6

45
40
40
35
NO OF CONSUMERS

30
25
20
15
10 6 6
5
0
YES NO SOMETIME
Series1 6 40 6
CONSUMERS REVIEW

 INTERPRETATION
1. 40% CONSUMERS ARE ANSWERED NO .
2. 6% PEOPLE CONSUMERS ARE ANSWERED YES.
3. 6% PEOPLE CONSUMERS ARE ANSWERED SOMETIME.

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 8.DO OUR STORE STAFF HELP YOU? HOW MANY RATING WOULD YOU GIVE
THEM?

No of all Ratings Reviews of

consumers consumers

52 25% 25

50% 8

75% 20

100% 19

25

20
20 19
NO.OF CONSUMERS

15

10 8
5
5

0
25% 50% 75% 100%
CONSUMERS REVIEWS

Series1

 INTERPRETATION

1. 5%CONSUMERS RATED OUR STAFF 25% IN THIS.

2. 8% CONSUMERS RATED OUR STAFF 50% IN THIS.
3. 20%CONSUMERS RATED OUR STAFF 75% IN THIS
4. 19% CONSUMERS RATED OUR STAFF 100 % IN THIS
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 9.DO YOU FIND AN ERROR ABOUT AN ITEM IN OUR STORE? LIKE EXPIRE
PRODUCTS,DAMAGED PRODUCTS.

No of all feelings Reviews of

consumers consumers

52 Yes 1

No 46

Sometime 5
46
NO OF CONSUMERS

5
1

YES NO SOME TIME

Series1 1 46 5
CONSUMERS REVIEW

 INTERPRETATION

1. LOOKING FOR 1 CONSUMERS REFERRED TO AS YES.

2. LOOKING FOR 46 CONSUMERS REFERRED TO AS NO.
3. LOKKING FOR 5 CONSUMERS REFERRED TO AS ANSWER SOMETIME,

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 10 .what do you think should be innovated in our business ?

No of all feelings Reviews of

consumers consumers
52 yes 24
no 28

29

28
NO OF CONSUMERS

27

26

25 28

24

23 24

22
YES NO
CONSUMER'S FEEDBACK

 INTERPRETATION

1. 24% CONSUMERS WANT TO BRING INNOVATION IN THE BUSINESS

ACCORDING TO THEM INCREASE THE SPACE AND KEEP QUALITY
PRODUCTS.
2. 28 % CONSUMERS WANT TO NO BRINGS INNOVATION IN THE BUSINESS

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 5.Suggestions

 *Quality Assurance:* Ensure that the products or services you offer meet or exceed customer expectations in
terms of quality. Consistently delivering high-quality offerings can significantly enhance consumer
satisfaction.

 *Customer Feedback:* Actively seek and listen to feedback from your customers. This can be done through
surveys, online reviews, or direct communication. Use this feedback to identify areas for improvement.

 *Communication:* Maintain open and transparent communication with your customers. Keep them informed
about product/service updates, promotions, and any changes in policies.

 *Customer Support:* Provide excellent customer support. Make it easy for customers to reach out with
questions or concerns, and ensure prompt and helpful responses.

 *Personalization:* Whenever possible, personalize your interactions with customers. Address them by name,
offer tailored recommendations, and acknowledge their loyalty.

 *Convenience:* Make the purchasing process as convenient as possible. This includes a user-friendly website
or store layout, easy online ordering, and quick and reliable delivery options.

 *Employee Training:* If your family members or other employees are involved, ensure they are well-trained
in customer service and understand the importance of consumer satisfaction.

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 6.conclusion

In conclusion, the results of our consumer satisfaction survey indicate that our self-business
house has achieved a commendable level of customer satisfaction. Our efforts in providing
quality products/services, addressing customer concerns, and maintaining a positive
customer experience have been largely successful. . While there is always room for
improvement, the overall feedback from our customers is positive. We will use these
insights to further enhance our offerings and continue striving for excellence in meeting
customer needs."

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 7.bibliography

"In conducting a customer satisfaction survey for our self-employed home, we collaborated
with family members including my father and grandfather, as well as subject teacher
dr.vivek kanade sir. and organizations related and customers. Our survey design and
methodology were informed by valuable insights from various sources, which we will
acknowledge in our bibliography. Want. These sources have contributed to the robustness
and effectiveness of our survey methodology, ensuring that we collect meaningful data to
improve our business."

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 8.Annexure

Help for this survey method

“Consumer satisfaction survey”
about the .KAPADI BUSINESS HOUSE

ग्राहकाचे नाव -
 गाव गाव- -
 वय वय
- -

1. How many years have you been coming to our shop?

(तुम्ही आमच्या दक
ु ानात ककती वर्ाांपासुन येतात)

☐ २००५-२००८ ☐ २००९-२०१५ ☐ २०१६-२०२० ☐ २०२१-२०२३

2. How do you feel about our store service?

(तुम्हाला आम्ही ददलेली दक
ु ानाची सेवा कशी वाटते )

☐ good ☐ .poor ☐.better ☐ Excellent

3. Do you feel the difference in quality between our store and other stores?
( तुम्हाला आमचे दक
ु ान आणि इतर दक
ु ानाच्या गुिवत्तेत फरक जािवतो का?)

☐ Yes ☐ No ☐ What-( )

( होय ) ( नाही ) ( नाही तर तो काय)

4. How do you like the items quality in our store?

( आमच्या दक
ु ानातील वस्तच
ु ी दजाा आपिास कशी वाटती)

☐ Good ☐. Poor ☐. Better ☐ Excellent

5. What improvements or additional services would you like to see at our grocery store?
(तुम्हाला आमच्याकडून काही बदल हवे आहे त का? )

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 ☐ Yes ☐. No ☐ yes so what
होय
6. How do you feel aboutनाही
the prices in ourहोय तर काय
store?
(तुम्हाला आमच्या दक
ु ानातील वस्तुदर कसे वाटतात ?)

☐.high ☐. Low ☐.medium

(जास्त) (कमी) (मध्यम)

7. Have you had any issues with the availability of products you were looking for?
( तुम्ही शोधत असलेल्या उत्पादनाांच्या उपलब्धतेमध्ये तुम्हाला काही समस्या आल्या आहे त का? )

☐ Yes ☐ . No ☐. sometime
( होय ) ( नाही ) (कधीतरी)

8. Do our store staff help you? How many rating would you give them?
आमच्या दक
ु ानातील कमाचारी तुम्हाला मदत करतात का ? त्याांना तुम्ही ककती गुि द्याल?

☐ २५ % ☐ ५०% ☐ ७५ % ☐ १०० %

9. Do you find an error about an item in our store?

(तुम्हाला आमच्या दक
ु ानातील वस्तु बद्दल त्रुटी आढळतात का? जसे कक product, damaged product)

☐ Yes ☐. No ☐.some time

(होय) (नाही) (कधीतरी)

10.what do you think should be innovated in our business ?

( आमच्या ‍यवसायामध्ये काय सुधारिा करावी तुम्हाला वाटते ? असेल तर )

उत्तर-

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