A STUDY ON SERRVICE QUALITY TOWARDS LENSKART (WITH SPECIFIC

REFERENCE TO LENSKART BALLARI)

Submitted By

MOHAMMED NAVAZ D K

(REG NO: - N1711882)

Submitted to

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARI

In partial fulfilment of the requirements for the award of the degree of Bachelor of Commerce /
Management / Science

Under the Guidance of

Project Guide

(MR.PRASHANTH BABU)

(MBA, ASSOCIATE PROFESSOR)

SHREE MEDHA DEGREE COLLEGE,

ISO 9001 – 2015 CERTIFIED COLLEGE
#3, FORT MAIN ROAD, BALLARI, 9343501501 & 08392-26890

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 CERTIFICATE

TO WHOMSOEVER IT MAY CONCERN

This is to certify that MR.MOHAMMED NAVAZ D K has worked in the sales department
from 7th February 2020 to 7th March 2020 in our organisation. Project Internship on “SERVICE
QUALITY STUDY”. During the period, he successfully completed the work assigned to him.
He has been sincere, hardworking and punctual in his work. I wish good and prosperous career.

For LENSKART

MR.PRABHAKAR

(STORE MANAGER)

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 DECLARATION

I, the undersigned, hereby declare that the project report entitled "Lenskart" A case

Study in Lenskart, Bellari wrtten and submitted by me to VSKU,Bellari in partial fulfillment of

requirements for the Award of Degree of Bachelor of Business Administration under the
guidance of PRASHANTH BABU and the conclusions drawn therein are based on the data
and information collected by me.

Place: Ballari MOHAMMED NAVAZ D K

Date : B.B.A. 6TH SEM

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 ACKNOWLEDGEMENT

I take this opportunity to thank all those who are responsible for the completion of this project.

First of all I thank my parents for their co-operation and for standing beside me throughout the
course of my study & completion of my project work.

My sincere thanks to the department of Commerce & Management for giving me this
opportunity to do this project work.

I am extremely thankful to our beloved Chairman Shri S.RAMESH & Principal Shri K.RAM
KIRAN for their valuable encouragement in completing the project.

I convey my whole hearted thanks to Project Guide PRASHANTH BABU for providing us
valuable information about the company.

I also express my thanks to Lenskart project guide MR.PRABHAKAR for providing us

valuable information about the company.

I thank my friends for their co-operation and for standing beside me throughout the course of
my study and completion of my project work.

Finally I thank all those who have directly / indirectly inspired me for successful completion of
this project.

Place : Ballari

Date :

MOHAMMED NAVAZ D K

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 CONTENTS

CERTIFICATES

DECLARATION

ACKNOWLEDGEMENT

LIST OF TABLES

CHAPTER -1 INTRODUCTION

CHAPTER -2 Industry profile & company profile under study / Theoretical Frame work

 Industry summary – Should contain brief on the sector of specialization.

 Company Profile – Should discuss about the past performance of the company & other
relevant details of the organisation
 Review of literature

CHAPTER -3 Research sign & methodology

 Title of the project

 Statement of the problem
 Objectives of the study
 Research design
 Scope of the study
 Limitations of the study

CHAPTER -4 Data Presentation, Analysis &Interpretation

CHAPTER -5 Findings & Suggestion / Recommendation & Conclusions

BIBLIOGRAPHY

ANNEXURES [Questionnaire, Data -sheets etc, if applicable].

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 TABLE OF CONTENTS

SL.NO ITEMS PAGE NO

1 CERTIFICATES 1-6

DECLARATION
ACKNOWLEDGEMENT

LIST OF TABLES

2 INTRODUCTION 7-11

3 INDUSTRY PROFILE & COMPANY 12-27

PROFILEUNDER
STUDY/THEORITICAL FRAME
WORK

4 RESEARCH SIGN & 28-31

METHODOLOGY

5 DATA PRESENTATION, ANALYSIS 32-49

& INTERPRETATION

6 FINDINGS & SUGGESTIONS 50-51

/RECOMMENDATIONS &
CONCLUSIONS

7 BIBLOGRAPHY 51-52

8 ANNEXURES 56-57

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CHAPTER 1
INTRODUCTION
What is Service Quality?
The main aim of every business is to increase sales by finding out the factors that drive
consumer’s buying decisions. Service quality study tries to analyze and explain the quality of
service given to the consumers. The perception of quality services by different consumers
would vary. This is exactly what quality service study analyses by finding out how the
company is giving the services to the consumers.
Need for Consumer Perception theory
A consumer’s perception of a product or service offered may differ from what the producer or
marketer had intended to offer. This is neither helpful nor favourable for both the parties in
today’s competitive environment. Also, it is likely to have more serious result in seeking
consumer attention as today’s consumers have greater exposure to the minute, diverse and
extensive information. This makes it very difficult for the offering to gain the complete
attention of the consumer especially in situations where the consumer perception is not the
same as that of the offering. Getting a second innings to make a better influence becomes all
the more difficult.

Benefits of service quality study in Business :-

Good service can prompt customers to spend more than they'd planned. On top of that,
satisfied customers are more likely to buy from you again. Good customer service saves
money. Retaining established customers is cheaper and more cost effective than attracting new
ones. Fifty years ago, customer service was a matter of phone, letters and in-person
conversations. Now, it often involves email, text, social media and your website as well.
Customer service quality should be consistently good no matter how customers connect with
you. The importance of service quality isn't only demonstrated by the loss of customers if the
quality is subpar. Getting customer service rights offers gains for your business as well:

 It increases sales. Good service can prompt customers to spend more than they'd
planned. On top of that, satisfied customers are more likely to buy from you again.

 Good customer service saves money. Retaining established customers is cheaper and
more cost effective than attracting new ones.

 It reduces barriers to buying. If you're known to stand by your return policy, customers
can feel safe purchasing something they're not sure will work for them.

 Customer service generates positive word-of-mouth and person-to-person

recommendations.

 It improves the way people see your company, which boosts your reputation and your
brand.

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  Most employees prefer working for a company that treats customers well to one that
belittles or defrauds them.

 It helps you stay in business by keeping customers coming in the door.

 If customers have a complaint, solving their problem can impress them and turn them
into return customers.

Customer Service Tips

It's important that your customer service employees translate the general guidelines into
specifics suitable for your industry. If you're running a brick-and-mortar store, for instance,
customer service tips include:

 Greet customers when they enter the store and ask if they need any help.

 Acknowledge customers on the sales floor even if you're in the middle of stocking
shelves.

 If your customers have to wait for service, acknowledge them and let them know how
long the wait is.

 Check in with browsing customers occasionally and ask if they're finding everything
they need. If they don't want help, leave them alone.

If your team staffs a call center or otherwise deals with customers over the phone, they need a
different set of customer service tips:

 Listen to the customers. Let them talk without interruption; ask questions if necessary
and double check that you understand what they want.

 Ask questions rather than state demands.

 Be polite. Say please and thank you and address the customer by name.

 If the customers have to make a decision, explain the choices clearly. Highlight the pros
and cons of the different alternatives.

 Don't use jargon if there's a simple alternative way to phrase it.

 If you have to transfer the customer to someone else, explain why and don't leave him
sitting on hold for long stretches.

Why Should You Be Thinking About service quality study?

Given the importance of service quality, keeping the quality high should be a continual
process. Have regular training sessions. Listen to customer feedback about their experience.

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Dissatisfied customers often just quit coming, so don't use customer complaints to your
company as the only metric. Search online and see what customers say when they're talking to
other people.

 Keep an eye on social media. Is your customer service receiving negative reviews on
Twitter or Facebook?

 What do online review sites such as Yelp or Google My Business have to say?

 Do search engines turn up negative reviews?

It may be impossible to keep every customer happy, but if you see a persistent pattern to the
reviews or comments, that may indicate a problem that needs fixing. Possibly, your staff
training is off, or company policy doesn't meet the customers' needs. It may be that the real
issue is something wrong with your products that your help desk can't resolve.

Face to Face Customer Service Procedures

Customers should be considered an asset to any business or organization, for without the
customer your company would not exist. While customer service procedures for the telephone
are very important, you should also know how to properly interact with your customers face to
face. If you get the phone service right and the face-to-face service wrong, it can leave a bad
taste in the customer's mouth concerning your business, resulting in the loss of sales.

Look, Smile, and Greet

If you don't have any customers walking through your door, then you won't be in business for
too long. Despite that important fact, all too often, when customers walk through the doors of a
business they are not acknowledged in a way that lets them know how important they are. Let
your customers know that they are important and that they have your undivided attention.
Make eye contact with them from the moment they step foot through your doors. While
making eye contact with them, be sure to smile. Verbally greet them by welcoming them into
your place of business and asking how you can assist them.

Be Available
If the customer states that she does not require any assistance let him know know that you are
still available for assistance if he changes his mind. Don't breathe down the customer's neck if
he doesn't require assistance, since doing so can make him feel uncomfortable. However, you
also don't want to wander too far off. If the customer needs your assistance, he should be able
to easily locate you.

Be Courteous
Refrain from talking on your cell phone, texting, or using listening devices such as
headphones. Avoid whispering and snickering with co-workers, since the customer may get the

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impression that you are whispering and snickering about her. Not only should you watch your
verbal language, but you should also watch your body language. Avoid doing things such as
rolling your eyes or sighing as if the customer is a being a bother to you.

Last Impression
When the customer is leaving your place of business, don't ignore him as if you don't see him
leaving. Ask him if he found everything he wanted. Tell him how much you appreciated his
visiting your business, and ask him to come again. Let the customer know of any upcoming
sales or specials. He may come back to your business on the day of the sale and bring a friend.

TIPS for dealing with demanding customers

Finding success in dealing with demanding customers can be accomplished when you
approach the situation in the right way. There are things to be learned from a demanding
customer, but remember that there are some people you cannot satisfy no matter how hard you
try.

Listen and Learn

Listen at all costs. One of the big mistakes companies make when dealing with a difficult
customer is not allowing the customer to air his entire complaint before the employee begins
reciting company policy or offering the company's side of the argument. In many cases a
demanding customer's complaint is simply a comment he feels you should hear. Some people
have a confrontational nature to them, so when they present an idea they feel strongly about, it
can come across as a complaint. An argument will normally erupt when an employee doesn't
listen to what the customer is saying and automatically assumes that the customer is starting a
confrontation. Train your employees to listen to what demanding and difficult customers have
to say before they react, and it's possible that many of the situations that could turn bad for
your company may actually turn out to be opportunities to learn how your company can better
serve the customer.

Show Compassion
A demanding customer is still a customer, and should be treated with the concern and gratitude
you would treat any other customer. When a demanding customer registers a complaint, always
thank her for taking the time to bring something to your attention and indicate that you'll do
everything you can to solve the problem. Listen attentively and ask questions as she talks; this
helps reinforce the notion that you are genuinely interested in what's being said. Avoid putting
on a fake smile. A demanding customer is not interested in being patronized, so have a genuine
conversation with her and use a steady but compassionate tone.

Always repeat the issue back to the customer so that he can confirm that you understand what
he is saying. This helps you understand the situation completely, and it will continue to
enhance the feeling with the customer that you're trying to help. The customer is less likely to
elevate the conversation to the level of a confrontation if you show genuine interest in trying to
help solve her problem.

Solutions
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If your company has made an obvious error that has caused a customer to become enraged, it's
in your best interest to satisfy that customer as completely as possible, regardless of the cost. In
some cases, it may be something as simple as replacing a defective product. But if property
damage or physical harm has happened because of your product, that's not something that can
be solved in one conversation.

If the error is on the part of the customer and he simply doesn't like your company's policies,
you're best served to stand your ground and let the customer know what you can do within the
guidelines of the company. If you allow one demanding customer to get a free ride because he
complains, he'll send a line of demanding customers your way. Make sure you know your
company's policies on the topic being discussed, and then stand your ground.

Impostance of servive enployees

Customer service representatives are employed by nearly every industry. They serve as liaisons
between the companies or organizations they work for and their customers. Customer service
representatives work by phone, letter or Internet to respond to inquiries, provide information,
handle complaints, offer guidance, adjust or update accounts and attempt to resolve problems.
They may specialize in one particular area such as billing or technical support. The duties of
customer service representatives vary depending on the nature of their employers. Because
customer service affects the reputations and the profits of businesses, it is important for
customer service representatives to use the best known practices to keep customers satisfied,
happy and returning for more.

Answer customer requests or inquiries promptly. If a call is made, answer as soon as possible
or reroute calls to ensure that customers are receiving the help they need in a timely manner.

Provide a friendly greeting and make a good first impression with a customer. Use the
customer's name when appropriate to help ensure a personalized experience. Treat the
customer fairly, courteously and respectfully. Be polite and smile.

Listen carefully and politely to a customer's requests, problems or questions. Allow the
customer to vent, share information or ask as many questions as he needs.

Sincerely apologize and acknowledge problems when necessary. Gain an understanding of

what the customer needs and determine a plan of action. Ask open-ended questions to help
determine what the customer needs.

Resolve situations or answer questions in a timely manner. If a problem arises that you can't fix
or don't know the answer to, get help from another customer service representative or a
supervisor. Use the tools provided by management to meet the customer's needs. A refund,
replacement, extra assistance or gift may be in order. All problems cannot be solved with
refunds. Offer an alternative if the solution is not satisfactory to the customer.

Offer ongoing service or help. After a problem is solved, let the customer know that your
department is available for continued help or expertise.

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Follow through with problems or claims promptly. Keep promises, monitor the progress of
multistep solutions and ensure that issues are resolved completely.

Provide the customer with a friendly closing greeting. Create a positive and lasting memory so
that the customer will want to return or use the company's services again.

Superb Customer Service

As customers, we've all been there: waiting in line for what seems like eons, only to be greeted
by a grumpy employee who is more interested in checking her text messages than saying hello
or getting us quickly out the door. Too often, customer service seems to be low on the list of
priorities for employees and the companies they work for. But when we do have a memorable
or excellent customer service experience, it can seal our loyalty to a specific organization or
product forever. Superb customer service has many facets; how does yours stack up?

Reliability
Superb customer service is service that consistently goes above and beyond customer
expectations. Organizations acquire loyal customers because their customer service is
consistently excellent, which encourages customers to continue coming back for the same great
experience. If an organization can give every customer the same superior service, their
reputation among their customer base will be strengthened.

Timeliness
In a fast-paced world, customers demand quick service. Superb customer service means
meeting the customer’s needs as quickly as possible while delivering quality results.
Employees should ask for backup help if needed and make an effort to work quickly and
reliably.

Personalization
In a modern world, customers often feel like numbers rather than individuals. Superb customer
service interactions offer a personalized experience. Even something as simple as beginning a
conversation with a smile can improve a customer’s experience. A first impression sets the
stage for the customer’s overall feelings about the company. Knowing previous customers’
names or recalling the last time the person did business with the organization is one way great
employees often personalize customer service.

Approachability
Customers respond well to associates who are approachable. If an employee shows frustration
over a customer’s demands or is rude, this will only frustrate the customer. An employee who
is kind, courteous and demonstrates that he is devoted to solving even a difficult or time-
consuming customer dilemma will keep that customer coming back.

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Flexibility
The best customer service associates are those who make doing business with the company
easy. They are willing to bend the rules if possible to make the customer happy, rather than
simply saying "no" to the request. If a customer has a strange or difficult request, the best
employee will work with management to find a way to satisfy it or will provide another
solution that appeases the customer. Management often has power to bend the rules; a flexible
employee will seek out any help she can to accommodate the customer.

Going Above and Beyond

There is a difference between customer service that is acceptable and customer service that is
truly exemplary. The best customer service exceeds the customer’s expectations. Quality
employees make an experience memorable by showing exceptional kindness or going out of
their way to help a customer in need, which in turn makes a customer want to return. Offering
a discount or coupon, or following up with a customer on a request rather than waiting for
them to call is a great way to show excellent customer care.

Evolution of service quality concept

Historically, scholars have treated service quality as very difficult to define and measure, due
to the inherent intangible nature of services, which are often experienced subjectively.

One of the earliest attempts to grapple with the service quality concept came from the so-called
Nordic School. In this approach, service quality was seen as having two basic dimensions:

Technical quality: What the customer receives as a result of interactions with the service firm
(e.g. a meal in a restaurant, a bed in a hotel)

Functional quality: How the customer receives the service; the expressive nature of the
service delivery (e.g. courtesy, attentiveness, promptness)

The technical quality is relatively objective and therefore easy to measure. However,
difficulties arise when trying to evaluate functional quality.

Approaches to the improvement of service quality

In general, an improvement in service design and delivery helps achieve higher levels of
service quality. For example, in service design, changes can be brought about in the design of
service products and facilities. On the other hand, in service delivery, changes can be brought
about in the service delivery processes, the environment in which the service delivery takes
place and improvements in the interaction processes between customers and service providers.

Various techniques can be used to make changes such as: Quality function deployment (QFD);
falsifying; moving the line of visibility and the line of accessibility; and blueprinting.

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Approaches to improve the conformity of service quality
In order to ensure and increase the 'conformance quality' of services, that is, service delivery
happening as designed, various methods are available. Some of these include Guaranteeing;
Mystery Shopping; Recovering; Setting standards and measuring; Statistical process control
and Customer involvement.

Service quality and customer satisfaction

The relationship between service quality and customer satisfaction has received considerable
attention in academic literature. The results of most research studies have indicated that the
service quality and customer satisfaction are indeed independent but are closely related that
and a rise in one is likely to result in an increase in another construct

A customer's expectation of a particular service is determined by factors such as

recommendations, personal needs and past experiences. The expected service and the
perceived service sometimes may not be equal, thus leaving a gap. The service quality model
or the ‘GAP model’ developed in 1985, highlights the main requirements for delivering high
service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally
have a tendency to compare the service they 'experience' with the service they 'expect'. If the
experience does not match the expectation, there arises a gap. Given the emphasis on
expectations, this approach to measuring service quality is known as the expectancy-
disconfirmation paradigm and is the dominant model in the consumer behaviour and marketing
literature.

A model of service quality, based on the expectancy-disconfirmation paradigm, and developed

by A. Parasuraman, Valarie A. Zeithaml and Len Berry, identifies the principal dimensions (or
components) of service quality and proposes a scale for measuring service quality, known as
SERVQUAL. The model's developers originally identified ten dimensions of service quality
that influence customer's perceptions of service quality. However, after extensive testing and
retesting, some of the dimensions were found to be auto correlated and the total number of
dimensions was reduced to five, namely - reliability, assurance, tangibles, empathy and
responsiveness. These five dimensions are thought to represent the dimensions of service
quality across a range of industries and settings. Among students of marketing, the mnemonic,
RATER, an acronym formed from the first letter of each of the five dimensions, is often used
as an aid to recall.

In spite of the dominance of the expectancy-disconfirmation paradigm, scholars have

questioned its validity. In particular scholars have pointed out the expectancy-disconfirmation
approach had its roots in consumer research and was fundamentally concerned with measuring
customer satisfaction rather than service quality. In other words, questions surround the face
validity of the model and whether service quality can be conceptualised as a gap.

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 CHAPTER 2
INDUSTRY PROFILE

Glasses, also known as eyeglasses or spectacles, are vision aids, consisting of glass or hard
plastic lenses mounted in a frame that holds them in front of a person's eyes, typically utilizing
a bridge over the nose and arms which rest over the ears.
Glasses are typically used for vision correction, such as with reading glasses and glasses used
for nearsightedness.
Safety glasses provide eye protection against flying debris for construction workers or lab
technicians; these glasses may have protection for the sides of the eyes as well as in the lenses.
Some types of safety glasses are used to protect against visible and near-
visible light or radiation. Glasses are worn for eye protection in some sports, such as squash.
Glasses wearers may use a strap to prevent the glasses from falling off during movement or
sports. Wearers of glasses that are used only part of the time may have the glasses attached to a
cord that goes around their neck, to prevent the loss of the glasses and breaking.
Sunglasses allow for better vision in bright daylight, and may protect one's eyes against
damage from excessive levels of ultraviolet light. Typical sunglasses lenses are tinted for
protection against bright light or polarized to remove glare; Photo chromatic glasses are clear
in dark or indoor conditions, but turn into sunglasses when in they come in contact with
ultraviolet light. Most over the counter sunglasses do not have corrective power in the lenses;
however, special prescription sunglasses can be made.
Specialized glasses may be used for viewing specific visual information, for example 3D
glasses for 3D films (stereoscopy). Sometimes glasses are worn purely for fashion or aesthetic
purposes. Even with glasses used for vision correction, a wide range of fashions are available,
using plastic, metal, wire, and other materials.
People are more likely to need glasses the older they get with 93% of people between the ages
of 65 and 75 wearing corrective lenses.

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 History
Precursors

Detail of a portrait of the Dominican Cardinal and renowned biblical scholar Hugh of Saint-
Cher painted by Tommaso da Modena in 1352

Scattered evidence exists for use of visual aid devices in Greek and Roman times, most
prominently the use of an emerald by Emperor Nero as mentioned by Pliny the Elder.
The use of a convex lens to form an enlarged/magnified image was most likely described
in Ptolemy's Optics (which however only survives in a poor Arabic translation). Ptolemy's
description of lenses was commented upon and improved by Ibn Sahl (10th century) and most
notably by Alhazen (Book of Optics, ca. 1021). Latin translations of
Ptolemy's Optics and of Alhazen became available in Europe in the 12th century, coinciding
with the development of "reading stones".
Robert Grosseteste's treatise De iride ("On the Rainbow"), written between 1220 and 1235,
mentions using optics to "read the smallest letters at incredible distances". A few years later in
1262, Roger Bacon is also known to have written on the magnifying properties of lenses. The
development of the first eyeglasses took place in Northern Italy in the second half of the 13th
century.
Independently of the development of optical lenses, some cultures developed "sunglasses" for
eye protection, without any corrective properties. Thus, flat panes of smoky quartz, were used
in 12th-century China. Similarly, the Inuit have used snow goggles for eye protection.
Invention

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The Glasses Apostle by Conrad von Soest (1403)

The first eyeglasses were made in Northern Italy, most likely in Pisa, by about 1290: In a
sermon delivered on 23 February 1306, the Dominican friar Giordano da Pisa (ca. 1255–1311)
wrote "It is not yet twenty years since there was found the art of making eyeglasses, which
make for good vision... And it is so short a time that this new art, never before extant, was
discovered. ... I saw the one who first discovered and practiced it, and I talked to him."
Giordano's colleague Friar Alessandro Della Spina of Pisa (d. 1313) was soon making
eyeglasses. The Ancient Chronicle of the Dominican Monastery of St. Catherine in
Pisa records: "Eyeglasses, having first been made by someone else, who was unwilling to
share them, he [Spina] made them and shared them with everyone with a cheerful and willing
heart." By 1301, there were guild regulations in Venice governing the sale of eyeglasses. In the
fourteenth century they were very common objects: Francesco Petrarca says in one of
His letters that, until he was 60, he didn't need glasses, and Franco Sacchetti mentions them
often in his Trecentonovelle.

The earliest pictorial evidence for the use of eyeglasses is Tommaso da Modena's 1352 portrait
of the cardinal Hugh de Provence reading in a scriptorium. Another early example would be a
depiction of eyeglasses found north of the Alps in an altarpiece of the church of Bad
Wildungen, Germany, in 1403. These early glasses had convex lenses that could correct
both hyperopia (farsightedness), and the presbyopia that commonly develops as a symptom
of aging. It was not until 1604 that Johannes Kepler published the first correct explanation as to
why convex and concave lenses could correct presbyopia and myopia.
Early frames for glasses consisted of two magnifying glasses riveted together by the handles so
that they could grip the nose. These are referred to as "rivet spectacles". The earliest
surviving examples were found under the floorboards at Kloster Wienhausen,
a convent near Celle in Germany; they have been dated to circa 1400.

17
The world's first spectacle specialist shop opened in Strasbourg (then Holy Roman Empire,
now France) in 1466.
Later developments
The American scientist Benjamin Franklin, who suffered from both myopia and presbyopia,
invented bifocals. Serious historians have from time to time produced evidence to suggest that
others may have preceded him in the invention; however, a correspondence between George
Whatley and John Fenno, editor of The Gazette of the United States, suggested that Franklin
had indeed invented bifocals, and perhaps 50 years earlier than had been originally
thought. The first lenses for correcting astigmatism were designed by
the British astronomer George Airy in 1825.
Over time, the construction of frames for glasses also evolved. Early eyepieces were designed
to be either held in place by hand or by exerting pressure on the nose (pince-nez). Girolamo
Savonarola suggested that eyepieces could be held in place by a ribbon passed over the
wearer's head, this in turn secured by the weight of a hat. The modern style of glasses, held by
temples passing over the ears, was developed sometime before 1727, possibly by the British
optician Edward Scarlett. These designs were not immediately successful, however, and
various styles with attached handles such as "scissors-glasses" and lorgnettes were also
fashionable from the second half of the 18th century and into the early 19th century.
In the early 20th century, Moritz von Rohr and Zeiss (with the assistance of H. Boegehold and
A. Sonnefeld, developed the Zeiss Punktal spherical point-focus lenses that dominated the
eyeglass lens field for many years. In 2008, Joshua Silver designed eyewear with adjustable
corrective glasses. They work by silicone liquid, a syringe, and a pressure mechanism.
Despite the increasing popularity of contact lenses and laser corrective eye surgery, glasses
remain very common, as their technology has improved. For instance, it is now possible to
purchase frames made of special memory metal alloys that return to their correct shape after
being bent. Other frames have spring-loaded hinges. Either of these designs offer dramatically
better ability to withstand the stresses of daily wear and the occasional accident. Modern
frames are also often made from strong, light-weight materials such as titanium alloys, which
were not available in earlier times.

18
A portrait of Francisco de Quevedoy Villegas, 1580–1645
In fashion
In the 1930s, "spectacles" were described as "medical appliances." Wearing spectacles was
sometimes considered socially humiliating. In the 1970s, fashionable glasses started to become
available through manufacturers, and governments also recognized the demand for stylized
eyewear.
Graham Pullin describes how devices for disability, like glasses, have traditionally been
designed to camouflage against the skin and restore ability without being visible. In the past,
design for disability has "been less about projecting a positive image as about trying not to
project an image at all. Pullin uses the example of spectacles, traditionally categorized as a
medical device for "patients", and outlines how they are now described as eyewear: a
fashionable accessory. Much like other fashion designs and accessories, eyewear is created by
designers, has reputable labels, and comes in collections, by season and designer. It is
becoming more common for consumers to purchase eyewear with clear, non-prescription
lenses, illustrating that glasses are no longer a social stigma, but a fashionable accessory that
"frames your face."

COMPANY PROFILE

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LENSKART:-
Lenskart is an Indian optical prescription eyewear retail chain. As of September 2019, Lenskart
had over 500 stores in 70 cities in India. The company had a valuation of $1.5 billion by Dec
2019 after Softbank invested around $275 million. Peyush Bansal, a
former Microsoft employee, founded Lenskart in 2010 along with Amit Chaudhary and Sumeet
Kapahi.
Financial backers of Lenskart include TPG Growth, International Finance Corp and Adveq
Management. Ratan Tata (of Tata Sons) and S Gopalakrishnan (of Infosys) have also invested
in Lenskart. In March 2018 Wipro Chairman Azim Premji invested 400cr in the group taking
the valuation of the company to 3000 Crore. By 2016 Lenskart had become one of the two top
optical chains in India, along with Titan Eye Plus. Its manufacturing facility in Delhi
manufactures 300,000 glasses a month Lenskart also has a factory in Zhengzhou (China) which
manufactures about 50% of the production. Lenskart launched the eyewear brand John Jacobs
in 2017 and for that brand aimed to touch Rs 500 crore in revenue in two years. In 2018 the
company became profitable (EBITD).
The company is in talks with Japanese group SoftBank as well as the private equity firm
Kedaara Capital for investment. These investments will make Lenskart the next unicorn. In
October 2017, Lenskart's first brand ambassador was Katrina Kaif. In March 2019 the
company roped in Bhuvan Bam as their first male brand ambassador.

Lenskart Solutions Pvt Ltd

Type Private

20
 Industry Prescription Eyewear, Opticians

Founded 2010

Founder Peyush Bansal, Amit Chaudhary and

Sumeet Kapahi

Headquarters New Delhi, India

Area served Worldwide

Key people Peyush Bansal (CEO), Suruchi Maitra

(Chief HRO)

Website https://www.lenskart.com/

OUR STORY:-
Founded in 2010, by an ex-Microsoft 'techie' with no money but truckloads of relentless
passion to make a difference in this world, Lenskart is India's fastest growing eyewear business
today.
With a rapidly growing business reaching out to over 1,00,000 customers a month via a unique
combination of a strong online business as www.lenskart.com, uniquely designed physical
stores, as well as a first of its kind 'home eye check up' service, Lenskart is revolutionizing the
eyewear industry in India.
Cause:-
1/3rd of our population needs glasses but doesn't have access to them, making us the blind
capital of the world with over 15 million blind people.
With the cause in mind, Peyush along with his two co-founders Amit Chaudhary and Sumeet
Kapahi founded 'VALYOO technologies'.
The aim was in truly add 'valyoo' in customers' lives by eliminating the retailers, setting up our
own high quality manufacturing and supply directly to the consumer everywhere in India. This
not only cuts costs, but also helps us maintain high quality standards. Our in house robotic lens
manufacturing and assembling ensures 100% precision and top quality control.
Offering the best quality products at affordable prices helped us grow more than 200% in the
last 2 years and we are among the top 3 optical businesses in India today. From servicing 30
customers per day to more than 3000 today, we have come a long way. Our commitment to
consumer satisfaction and innovative technologies has given us tremendous support from those
who believe in our cause.
OUR VISION:-

21
India is the blind capital of the world.
15 million people in India are blind, which is 50% of the blind people of the world.
(2) 75% of these are cases of avoidable blindness. Thanks to the country's acute shortage of
optometrists and donated eyes for the treatment of corneal blindness.
(3) 153 million people in the country need reading glasses but do not have access to them.
(4) Our country needs 40,000 optometrists. Unfortunately we only have 8,000.
Revolutionize the eyewear industry in India:-
Lenskart's aim is to help drop this number marginally in the coming years, which can be
achieved by providing high quality eyewear to millions of Indians at affordable prices, giving
free eye checkups at home and by extending our services to the remote corners of India.
OUR MISSION:-
Wow customers by doing something that has never been done before in the eyewear industry.
It began with an aim. An aim to provide every Indian access to high-quality designer glasses
without shelling out their pocket. We rocked our brains. We broke our backs to come up with a
plan that will not just change the way this industry works, but also will completely sweep
customer off their feet. It can only be achieved if we provide.
GREAT QUALITY
Made by robots:-
We are India's first and the only brand to use robotic technique that delivers glasses which are
accurate to 3 decimal places. These machines imported from Germany, ensure perfection on all
front: an automated system that allows inspecting lenses, determining the geometric center, and
loading the lenses for edging without the need of a finishing block.
Mind of machine:-
Our people have zero tolerance to error and our call centre aims to delight every customer,
solve their problems and work on their feedbacks.

VARIETY:-

22
We let the numbers talk.
We have over 5000 styles of eyewear, which is 5 times more than that, any retailer in India.
From big brands like Ray Ban and Oakley to the best in house brands.

An eye for an eye

From sunglasses to reading glasses to contact lenses, we make everything that can help you see
this beautiful world with more clarity.
We got the whole world
Yes it is true make eyewear for men, women, kids, for all humans of the world.

All covered
We have it all. Everyday basics. Everyday fashion. Evening wear. Not just that, we update our
styles every year to keep up with fashion trends around the globe, taking inspiration from
fashion capitals and the best designers of the world.

VALUE FOR MONEY

Not all good things in the world are expensive

23
Our prices are lower than any of your local optician. Our customers can find the most attractive
packages on contact lenses
No middle man. No extra cost.
No middleman simply means no middle ground. Our products come straight from the
manufacturer, hence getting rid of all extra costs and burden.
One for everyone
We have a wide variety of prices to suit all the customers. Prices range from Rs.345 to Rs.
30,000. Never forget that the first frame you buy is absolutely free.
Your friendly neighbourhood Lenskart
We bring to you the Lenskart experience alive via brick and matter stores. With over 80 retail
stores across the country, we have just started this journey.

At your doorstep
When we say we are never too far, we mean it. Give us a call or register online, we will be at
your doorstep for home eye check-up. International quality, computerized equipment, certified
ruefractionists, we have it all to give you the best home eye check-up experience. No
obligations to buy.

24
Try Frames @ Home
Our eyewear specialist carrying 100 bestselling frames will visit you for home trial. You can
try the frames on yourself, choose your favourite and make a purchase with the prescription
online/on the phone via our trial executive.
TRUST:-
14 day refund
All our product, including prescription lenses come with a 'no question ask' 14 days return
policy.
1 year warranty
All Lenskart products come with 1 year warranty.
Authenticity card
With every frame or contact lenses, we provide authenticity card as a proof of quality and
authenticity.

BRANCH PROFILE
The year Lenskart step in to the Bellary :- 2018
Franchise price : - 4000000
Franchise holder name :- Mr. Arun Kumar
Branch manager : - Mr. Prabhakar
No of employees :- 5
Monthly sale : - 10L to 12L
Address: - plot no 15 ground floor
Infantry road
Near vasavi high school
Ballari 583101
Karnataka
Types of spectacles and lenses available in the store
Corrective:-
25
Corrective lenses are used to correct refractive errors by bending the light entering the eye in
order to alleviate the effects of conditions such as nearsightedness (myopia), farsightedness
(hypermetropia) or astigmatism. The ability of one's eyes to accommodate their focus to near
and distant focus alters over time. A common condition in people over forty years old
is presbyopia, which is caused by the eye's crystalline lens losing elasticity, progressively
reducing the ability of the lens to accommodate (i.e. to focus on objects close to the eye). Few
people have a pair of eyes that show exactly equal refractive characteristics; one eye may need
a "stronger" (i.e. more refracting) lens than the other.
Corrective lenses bring the image back into focus on the retina. They are made to conform to
the prescription of an ophthalmologist or optometrist. A lens meter can be used to verify the
specifications of an existing pair of glasses. Corrective eyeglasses can significantly improve
the life quality of the wearer. Not only do they enhance the wearer's visual experience, but can
also reduce problems that result from eye strain, such as headaches or squinting.
The most common type of corrective lens is "single vision", which has a uniform refractive
index. For people with presbyopia and hyperopia, bifocal and trifocal glasses provide two or
three different refractive indices, respectively, and progressive lenses have a continuous
gradient.
Reading glasses provide a separate set of glasses for focusing on close-by objects. Reading
glasses are available without prescription from drugstores, and offer a cheap, practical solution,
though these have a pair of simple lenses of equal power, so will not correct refraction
problems like astigmatism or refractive or prismatic variations between the left and
right eye. For the total correction of the individual's sight, glasses complying to a recent
ophthalmic prescription are required.
Adjustable-focus eyeglasses might be used to replace bifocals or trifocals, or might be used to
produce cheaper single-vision glasses (since they don't have to be custom-manufactured for
every person).

Pinhole glasses are a type of corrective glasses that do not use a lens. Pinhole glasses do not
actually refract the light or change focal length. Instead, they create a diffraction limited
system, which has an increased depth of field, similar to using a small aperture in photography.
This form of correction has many limitations that prevent it from gaining popularity in
everyday use. Pinhole glasses can be made in a DIY fashion by making small holes in a piece
of card which is then held in front of the eyes with a strap or cardboard arms.

26
Seattle skyline as seen through a corrective lens, showing the effect of refraction

Safety;-
Safety glasses are worn to protect the eyes in various situations. They are made with break-
proof plastic lenses to protect the eye from flying debris or other matter. Construction workers,
factory workers, machinists and lab technicians are often required to wear safety glasses to
shield the eyes from flying debris or hazardous splatters such as blood or chemicals. As of
2017, dentists and surgeons in Canada and other countries are required to wear safety glasses
to protect against infection from patients' blood or other body fluids. There are also safety
glasses for welding, which are styled like wraparound sunglasses, but with much darker lenses,
for use in welding where a full-sized welding helmet is inconvenient or uncomfortable. These
are often called "flash goggles" because they provide protection from welding
flash. Nylon frames are usually used for protective eyewear for sports because of their
lightweight and flexible properties. Unlike most regular glasses, safety glasses often include
protection beside the eyes as well as in front of the eyes

Safety glasses with side shields

Sunglasses :-
Sunglasses provide more comfort and protection against bright light and often
against ultraviolet (UV) light. To properly protect the eyes from the dangers of UV light,
sunglasses should have UV-400 blocker to provide good coverage against the entire light
spectrum that poses a danger. Photo chromic lenses, which are photosensitive, darken when

27
struck by UV light. The dark tint of the lenses in a pair of sunglasses blocks the transmission of
light through the lens.
Light polarization is an added feature that can be applied to sunglass lenses. Polarization filters
are positioned to remove horizontally polarized rays of light, which eliminates glare from
horizontal surfaces (allowing wearers to see into water when reflected light would otherwise
overwhelm the scene). Polarized sunglasses may present some difficulties for pilots since
reflections from water and other structures often used to gauge altitude may be
removed. Liquid-crystal displays often emit polarized light making them sometimes difficult to
view with polarized sunglasses. Sunglasses may be worn just for aesthetic purposes, or
simply to hide the eyes. Examples of sunglasses that were popular for these reasons include tea
shades and mirror shades. Many blind people wear nearly opaque glasses to hide their eyes for
cosmetic reasons.
Sunglasses may also have corrective lenses, which require a prescription. Clip-on sunglasses or
sunglass clips can be attached to another pair of glasses. Some wrap-around sunglasses are
large enough to be worn over top of another pair of glasses. Otherwise, many people opt to
wear contact lenses to correct their vision so that standard sunglasses can be used.
Magnification (bioptics)
Glasses can also provide magnification that is useful for people with vision impairments or
specific occupational demands. An example would be bioptics or bioptic telescopes which
have small telescopes mounted on, in, or behind their regular lenses. Newer designs use
smaller lightweight telescopes, which can be embedded into the corrective glass and improve
Aesthetic appearance (mini telescopic spectacles). They may take the form of self-contained
glasses that resemble goggles or binoculars, or may be attached to existing glasses.
Yellow-tinted computer/gaming glasses.
Yellow tinted glasses are a type of glasses with a minor yellow tint. They perform minor color
correction, on top of reducing eyestrain due to lack of blinking. They may also be considered
minor corrective unprescribed glasses. Depending on the company, these computer or gaming
glasses can also filter out high energy blue and ultra-violet light from LCD screens, fluorescent
lighting, and other sources of light. This allows for reduced eye-strain. These glasses can be
ordered as standard or prescription lenses that fit into standard optical frames. Due to the ultra-
violet light blocking nature of these lenses, they also help users sleep at night along with
reducing age-related macular degeneration.
Anti-glare protection glasses:-

28
Anti-glare protection glasses, or blue-light glasses, can reduce the reflection of light that enters
our eyes. The lenses are given an anti-glare coating to prevent reflections of light under
different lighting conditions. By reducing the amount of glare on your eyes, vision can be
improved.
The anti-glare also applies to the outer glass, thus allowing for better eye contact.
Frames:-
The ophthalmic frame is the part of a pair of glasses that is designed to hold the lenses in the
proper position. Ophthalmic frames come in a variety of styles, sizes, materials, shapes, and
colours.
Parts:-
Pair of eye wires or rims surrounding and holding the lenses in place
Bridge which connects the two eye wires
Chassis, the combination of the eye wires and the bridge
Top bar or brow bar, a bar just above the bridge providing structural support and/or style
enhancement (country/Grandpa style). The addition of a top bar makes a pair of glasses aviator
eyeglasses
Pair of brows or caps, plastic or metal caps which fit over the top of the eye wires for style
enhancement and to provide additional support for the lenses. The addition of brows makes a
pair of glasses brow line glasses
Pair of nose pads that allows a comfortable resting of the eye wires on the nose
Pair of pad arms connects the nose pads to the eye wires
Pair of temples (earpieces) on either side of the skull
Pair of temple tips at the ends of the temples
Pair of end pieces connects the eye wires via the hinges to the temples
Pair of frame-front end pieces
Pair of hinges connects the end pieces to the temples, allowing a swivel movement. Spring-
loaded flex hinges are a variant that is equipped with a small spring that affords the temples a
greater range of movement and does not limit them to the traditional, 90-degree angle.

29
 CHAPTER – 3
RESEARCH SIGN & METHODOLOGY
Title of the project
A study on Service Study with reference to lenskart (with specific reference of
Bellary city.)
STATEMENT OF THE PROBLEM
This is chapter explain various methods & techniques used in this research study with their
suitability. This part of the research report is very much important because it explain the
methods; concept & procedures followed by the researcher study the problem. It is helping to
the reader to understand whole the easily.
As marketing research does not address itself to basic or fundamental question it
does not quality as basic research on the country, it
tackles problem, which seem to have immediate commercial potential. In view

30
of this major consideration marketing research should be regarded as applied research. We may
also say that marketing research is of both types-problem solving and problem oriented.
Marketing research is a systematic and objective study of problem pertaining to
the marketing of goods and service. It may be emphasized that is it not restricted to any
particular area of marketing but is applicable to all its phases and aspects
The American Marketing Association (AMA) has defined Marketing research
follows Marketing research is the function which the consumer, Identify and define marketing
opportunities &problems; generate, refine and Evaluate marketing actions; monitor marketing
performance; and improve Understanding of a market as a process Marketing Research
specified the information required to address these issues; designs the method for collecting
information. Managers and Implements the data collection process; analyses the results; the
Communications the findings and their implications.

OBJECTIVES OF THE STUDY

Primary objectives
1. The main objective of Lenskart is to providing high-quality eyewear to millions of
Indians at affordable prices, giving free eye checkups at home and by extending our
services to the remote corners of India.
2. To know the quality of service given by the lenskart
Secondary Objectives
1. To find out the major services that influences the customers while buying the product.
2. To know the opinion of the customers for a service given by the company
3. To know the value of service quality
4. To obtain feedback on the service quality
5. To identify the relationship existing between services offered and level of satisfaction.
RESEARCH DESIGN:
Detailed and structured questionnaire was designed.
Survey a sample of 50 customers.
The methodology developed was Primary and Secondary research.
The questionnaire was designed to get information from customers
About their satisfaction and overall opinion about LENSKART
.
METHOD OF DATA COLLECTION
There are two types of data

31
Primary data: -
“Primary data is the data which is collected by the research at first hand.”
Sources
To collect primary data the questionnaire system is uses through market survey. Structured non
disguised questionnaire is applied in which question are listing
In prearranged on paper and where the object of inquiry is revealed to the respondent I have
contacted the customer and interviewed them by personally & by telephones. The analysis of
the collected data through questionnaire is given in the later part of the project.
Secondary data: - “Secondary data whether internal or external is the data already collected
by others for propose other then solution of the problem at hand”
Secondary sources are:-
1. Internet websites.
2. Newspapers and Magazines.
3. Articles.
4. Product brochure’s.
5. Refer marketing text books
6. Library.
PRE-TESTING:
A pre- testing is small-scale replica of the main study. It dresses a rehearsal and provides
guidance on the following matter.
1. The adequacy of the sampling frame to be followed for the survey.
2. It helps the researcher in selecting the data collection method.
3. It gives prior knowledge about the population to be sampled.
4. The pretesting helps the researcher in checking the validity of the questionnaire and in
redesigning of the same.
5. It also provides training to the researcher for interviewing.
SAMPLING PLAN:
A number of decision & task are including in sampling and it is the procedure required right
from defining a population selection of sample element
SAMPLE SIZE;-
I have used proportionate random sampling to select the respondent from the entire population.
I have conducted a pilot survey by questionnaire 50 respondents. I have taken whole Bellary
city as sample frame for conducting research
SAMPLE METHOD

32
Select randomly, it is helpful in finalization of the questionnaire and also in knowing standard
error or core element. How this survey has become useful to me in deciding the sample size
decision.
Scope of the study
This study, based on research work, was conducted to study the levels of service quality study
towards lenskart .This research was undertaken for a specific period of an approximately 30
days.
The study an exercise which is well planned into the curriculum giving the researcher a
valuable opportunity to experiment and exhibit the acquired management and
Administration skills as required. The study has given rise to detailed information that helps in
judging the levels of consumer perception.
LIMITATION OF THE STUDY
A good report describes and explains the results derived at through the study. As a result,
whatever limitation occurs in the study, also creep into the report and become the limitations of
the report. In Short, it can be said that a study is as accurate as the limitations of its study.
Every project has its own limitations and so did mine. I have listed a few of the limitation of
my studies below:
1. The survey was limited only to the physical boundaries of the city of Bellary.
2. The time period of the survey being only one month.
3. Taken the sample size 50 customers
4. This study is based on the comforts of the customer’s .But the customers mind change
according to fashion, technology, development etc.
5. Different people have different thought process and different attitudes. As a result, their
manner of answering the questions of the study differs. Therefore, the answers received were
sometimes good while sometimes they were negative.

33
 Chapter 4
Data analysis and interpretation

I have conducted marketing survey on 50 customers to analysis their satisfaction level, for this
purpose I have prepared a questionnaire to collect the information from them. Among these 50
customers, only some of them responded as per that now we will see the analysis of the
collected data.
Analysis of data is a process of inspecting, cleaning, transforming, and modelling data with the
goal of discovering useful information, suggesting conclusions, and supporting decision
making.
Data analysis has multiple facets and approaches, encompassing diverse techniques under a
variety of names, in different business, science, and social science domains.
Data mining is a particular data analysis technique that focuses on modelling and knowledge
discovery for predictive rather than purely descriptive purposes. Business intelligence covers

34
data analysis that relies heavily on aggregation, focusing on business information. In statistical
applications, some people divide data analysis into descriptive statistics, exploratory data
analysis (EDA), and confirmatory data analysis (CDA). EDA focuses on discovering new
features in the data and CDA on confirming or falsifying existing hypotheses. Predictive
analytics focuses on application of statistical or structural models for predictive forecasting or
classification, while text analytics applies statistical, linguistic, and structural techniques to
extract and classify information from textual sources, a species of unstructured data. All are
varieties of data analysis.

Section – A
1. GENDER:-

RESPONSE MALE FEMALE TOTAL

NUMBER OF 27 23 50
RESPODENCE

% OF RESPONSE 54% 46% 100%

Total response on bar diagrams

35
 46%
female

male 54%

42
44
46
48
50
52
54

Interpretation

The above graph says 54% of the responders were male, and 46%of the responders were
female. Responders were choice randomly in Bellary city

2 , Age :-

response
10- 20 20-40 Total

Number of
11 39 50
respondence

36
 % 22% 78% 100%

90

80

70

60

50

40 78%
30

20

10 22%

0
10 to 20 20 to 40

Interpretation

By serving the customer perception the age group between 10 years to 20 years are
of 30% and the age group between 20 to 40 are of 70% in lenskart show room Bellary

3. Occupation:-

Response Student Business Total

Number of 24 26 50
respondent
% respondent 48% 52% 100%

37
 53

52%
52

51

50

49

48%
48

47

46
student business

Interpretation

The above graph says 48% of respondent were Student, 52% of responders occupation were
Business.

Section: - B
1 Did the lenskart provide the product service on Time?

Response Yes No Total

Number of respondent 41 9 50

Percentage % 82% 18% 100%

38
 Respondents

18%

82%

Interpretation

From the above data I analyse that out of 50 respondents for 41 customers lenskart
Bellary had given the product service on Time and 9 customers referring to product services
not given on time.

2. Are the customer service representatives good?

Response No of Respondents Percentage

Yes 43 86%

No 7 14%

Total 50 100%

39
 Response

No 14%

Yes 86%

0 10 20 30 40 50 60 70 80 90 100

Interpretation

From the above data I analyse that out of 50 respondents 43 people are conveying that
service reprentatives are good and 7 are not happy with the service reprentatives

3. Which of the following qualities of the service representative stood out (as being superior)?

Response No of Respondents Percentage

Patient 11 22%

Attentive 8 16%

Friendly 7 14%

Responsive 24 48%

40
 Total 50 100%

Response

22%
26%

18%
14%

Interpretation

From the above data I analyse that out of 50 respondents the qualities liked by the
consumers is Patience 11, Attentive 8, Friendly 7, Responsiveness 24

4. How do you feel about lenskart services?

Response No of Respondents Percentage

Good 24 48%

Average 19 38%

Bad 7 14%

Total 50 100%

41
 Response

14%

48%

38%

Interpretation

From the above data I analyse that out of 50 about 24 finds Lenskart services good and
19 finds it Average and 7 finds it bad

5.How is the appearance of Lenskart Service Representative

Response No of Respondents Percentage

Good 45 90%

Bad 5 10%

Total 50 100%

42
 Response

10%

90%

Interpretation

From the above data I analyse that out of 50 about the appearance of the Service
representative 45 liked the appearance and 5 didn’t like the appearance.

43
6. Are you satisfied with the service quality?

Response No of Respondents Percentage

Yes 46 92%

No 8 16%
Total 50 100%

Response
100
90
80
70
60
50
92%
40
30
20
10 16%
0
Yes No

Interpretation

From the above data I analyse that out of 50 about 46 are satisfied with the service
quality and 8 of the customers are not satisfied by the service

44
7. How convenient is operating hours of lenskart?

Response No of Respondents Percentage

Good 25 50%

Bad 5 10%
Average 20 40%

Total 50 100%

Column1
100
90
80
70
60
50
40
30
50%
20 40%
10
10%
0
Good Bad Average

Interpretation

From the above data I analyse that out of 50 about 25 consumers refer lenskart operating
hours as convenient and 20 convey its average and 5 prefers it as bad

8. Would you be to recommend lenskart to a friend or a colleague?

45
 Response Yes No Total
No of Respondents 40 10 50

Percentage% 80% 20% 100%

100

90

80

70

60

50

40 80%

30

20

10 20%

0
Yes no

Interpretation

From the above data I analyse that out of 50 40 would recommend lenskart to their
friends and Colleague and 10 don’t want to recommend

9. How is the free check up in lenskart?

Response No of respondents percentage

Good 28 56%
Average 18 36%
Bad 4 8%
Total 50 100

46
 Chart Title

100%
90%
80%
70% Series 3
Series 2
60%
Series 1
50%
40%
30%
20%
10%
0%
Good Average Bad

From the data I Analyse that in 50 customers.28 perceive the eye check-up at lenskart is
Good and 18 perceives it to be average and 4 customers perceive it’s bad

10. Rate Lenskart service Quality out of five

Response No of Respondents percentage

1 2 4%

2 7 14%

3 15 30%

4 17 34%

5 9 18%

Total 50 100%

47
 Rating
100
90
80
70
60
50
40
30
20 34%
30%
10 14% 18%
0 4%
1 2 3 4 5

Interpretation

From the above data I analyse that out of 50 about the rating given to the lenskart, 2
number of customers marked “1” and 7 number of customers marked “2”and 15 number of
customers marked “3” and17 number of customers marked “4” and 9 number of customers
marked “5” as per survey conducted in lenskart Bellary .

11. From previous service provided by lensakrt have they made any changes to the service
quality and how is the service quality now?

Response NO of Respondents Percentage

Better 18 36%

Best 13 26%

Not bad 12 24%

No difference 7 14%

Total 50 100%

48
 Response
100
90
80
70
60 Response
50
40
30
20 36%
10 26% 24% 14%
0
Better Best Not Bad No difference

Interpretation

From the above data I analyse that out of 50 about the price and quality given by the
lenskart, 18 number of customers marked “better” and 13 number of customers marked “best
“and 12 number of customers marked “not bad” and 7 number of customers marked “no
difference” and 9 number of customers marked “5” as per survey conducted in lenskart
Bellary.

12. With whom your feeling safe in the process of eye check up?

Response No of Respondents Percentage

Lenskart Employee 21 42%

Doctor 29 58%

Total 50 100%

49
 Response
100
90
80
70
60
50
40
30 58%
20 42%
10
0
Lenskart Employee doctor

Interpretation

From the above data I analyse that out of 50 about the process of eye check up in
lenskart, 21 number of customers marked “Lenskart Employee” and 29 number of customers
marked “Doctor” as per survey conducted in lenskart Bellary.

13. Are lenskart products worth buying?

Response No of Respondents Percentage

Worth it 45 90%

Waste of Money 5 10%

Total 50 100%

50
 Response NoResponse
of Respondents Percentage
100
Excellent 23 46%
90
80 Good 13 26%
70
60 Bad 4 8%
50
Average 90% 10 20%
40
30
Total 50 100%
20
10
10%
0
Worth it Waste of money

Interpretation

From the above data I analyse that out of 50 about 45 customers are conveying that
lenskart products are worth buying and 5 customers are not finding worth to buy

14. The ability to answer the customers questions by the service representative?

Response No of respondents Percentage

Good 42 84%
Bad 8 16%
Total 50 100%

51
 90%

80%

70%

60%

50%
Column1
Column2
40%
Column3
30%

20%

10%

0%
Good Bad

Interpretation

From the above data from 50 customers 42 responds that service representative has good
ability to answer the customer’s questions and 8 customers think it’s bad

15. The accuracy of lenskart records?

Response No of respondents Percentage

Good 43 86%

Bad 7 14%

Total 50 100%

52
 Response
100
90
80
70
60
50
86%
40
30
20
10
14%
0
good bad

Interpretation

From the above data I analyse that out of 50 about 43 customers like the accuracy of
records and 7 customers don’t like the accuracy of records

Chapter 5
Findings & Suggestions/Recommendations and conclusions

FINDINGS

1. Out of 50 respondents 41 customers’ lenskart Bellary had given the product service on Time
and 9 customers referring to product services not given on time.
2. Out of 50 respondents 43 people are conveying that service reprentatives are good and 7 are
not happy with the service reprentatives 3. Out of 50 respondents the qualities liked by the
consumers is Patience 11, Attentive 8, Friendly 7, Responsiveness 24

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4. From the data I analyse that out of 50 about 24 finds Lenskart services good and 19 finds it
Average and 7 finds it bad as per survey conducted in lenskart Bellary
5. Out of 50 the data I analyse that out of 50 about the appearance of the Service representative
45 liked the appearance and 5 didn’t like the appearance as per survey conducted in lenskart
Bellary.
6. Out of 50 I analyse that out of 50 about 46 are satisfied with the service quality and 8 of the
customers are not satisfied by the service as per survey conducted in lenskart Bellary.
7. Out of 50 I analyse that out of 50 about 25 consumers refer lenskart operating hours as
convenient and 20 convey its average and 5 prefers it as bad as per survey conducted in
lenskart Bellary
8. That out of 50 I analyse that out of 50 40 would recommend lenskart to their friends and
Colleague and 10 don’t want to recommend as per survey conducted in lenskart Bellary
9. From the data I Analyse that in 50 customers.28 perceive the eye checkups at
lenskart is good and 18 percieves it to be average and 4 customers perceive it’s bad

10. that out of 50 about the rating given to the lenskart, 2 number of customers marked “1”
and 7 number of customers marked “2”and 15 number of customers marked “3” and17 number
of customers marked “4” and 9 number of customers marked “5” as per survey conducted in
lenskart Bellary .
11. out of 50 above data I analyse that out of 50 about the price and quality given by the
lenskart, 18 number of customers marked “better” and 13 number of customers marked
“best”and 12 number of customers marked “not bad” and 7 number of customers marked “no
difference” and 9 number of customers marked “5” as per survey conducted in lenskart
Bellary.
12. Out of 50 about the process of eye check up in lenskart, 21 numbers of customers marked
“Lenskart Employee” and 29 numbers of customers marked “Doctor” as per survey conducted
in lenskart Bellary
13. Out of 50 data I analyse that out of 50 about 45 customers are conveying that lenskart
products are worth buying and 5 customers are not finding worth to buy

14. From 50 customers 42 responds that service representative has good ability to answer the
customers questions and 8 customers think it’s bad as per survey conducted in lenskart Bellary.
15. out of 50 I analyse that out of 50 about 43 customers like the accuracy of records and 7
customers don’t like the accuracy of records as per survey conducted in lenskart Bellary.

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Conclusion.
The lenskart which is locate in Bellary is at the good place situated in Bellary and it is almost
near to the middle of the Bellary city because of which most of the customers can get the
preferred product service and they can easily locate the lenskart to buy the products

The service representatives are attentive and friendly<responsive due to which buying of
lenskart products is much more simplified in Bellary

BIBLIOGRAPHY

Name: Service Quality

Author: Benjamin Schneider
Name: modern marketing
Author: Kevin lane Keller
WEBSITE:
www.wikipedia.org

ANNEXURES

Dear Respondent
I am student of final year BBA, Shree Medha Degree College Ballari, as a part of my BBA
course. I have selected Service Quality study in Lenskart Ballari for my Project report kindly
fill up the questionnaire and give suggestions for the study. The information supplied by you
will be kept confidential and will be used for only academic purpose
Yours sincerely
MOHAMMED NAVAZ D K

QUESTIONNAIR:-
Respected sir/madam
MOHAMMED NAVAZ D K studying bachelor of business administration in
shree medha degree college Bellary. As a part of my study I have under taken the project work
on customer perception towards lenskart Bellary.

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Name :-
Age :-
Occupation :-
Address :-

1 Did the lenskart provide the product service on Time?

[ ] yes [ ] no
2 Are the customer service representatives good?
[ ] yes [ ] no
3. .Which of the following qualities of the service representative stood out (as being superior)?

[ ] Patient [ ] Attentive
[ ] Friendly [ ] Responsive

4. How do you feel about lenskart services?

[ ] good [ ] average [ ] bad

5. How is the appearance of Lenskart Service Representative?
[ ] yes [ ] no
6 .Are you satisfied with the service quality?

[ ] yes [ ] no
7. How convenient is operating hours of lenskart?

[ ] good [ ] bad [ ] average

8. Would you be to recommend lenskart to a friend or a colleague?

[ ] yes [ ] no

9. How is the free check up in lenskart?

[ ] Good [ ] Average [ ] Bad

10. Rate Lenskart service Quality out of five

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 1 2 3 4 5

11. From previous service provided by lensakrt have they made any changes to the service
quality and how is the service quality now?

[ ] better [ ] best

[ ] not bad [ ] no difference

12. With whom your feeling safe in the process of eye check up ?

[ ] Lenskart employee [ ] doctor

13. Are lenskart products worth buying?

[ ] Worth it [ ] waste of money

14. The ability to answer the customers questions by the service representative?

[ ] Good [ ] Bad

15. The accuracy of lenskart records?

[ ] Good [ ] Bad

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