Administrative Management College 18th KM, Bannerghatta Road Bangalore 560 083

SYNOPSIS
A study on customer satisfaction towards the service provided by Reliance Mart
BANGALORE UNIVERSITY
In Partial fulfillment of the requirement for the award of Degree of

MASTER OF BUSINESS ADMINISTRATION IV SEM SUBMITTED BY RAVI SHANKAR SHARMA (Reg. No.09SBCMAO73)

DESSERTATION TOPIC:
A study on customer satisfaction towards the service provided by Reliance Mart INTRODUCTION TO PROJECT TITLE
In India the retail sector is the second largest employer after agriculture, although it is highly fragmented and predominantly consists of small independent, owner managed shops .There are over 12 million retail outlets in India, and organized retail trade is worth about Rs.12, 90,000 crore .The country is witnessing a period of boom in retail trade, mainly on account of a gradual increase in the disposable incomes of the middle and upper-middle class households.

STATEMENT OF THE PROBLEM Research problem is selected for the purpose of this project is to study the consumer satisfaction towards the services rendered by the Reliance mart in relation to their opinion about the before sales service and after sales service provided by the Reliance mart. This study endeavors to collect the information customer satisfaction on services of Reliance mart, its product and its preferences, important of various product attributes etc, from the respondents. As the Company is unaware of its customers satisfaction of the services, company face the problem of lack of information on the above matter.

OBJECTIVES OF STUDY o To check the satisfaction of the customer about services! o To analyze the customer perception about the Reliance mart Product. o To know the customers satisfaction with the performance of the product. o To know the various factor that influence to purchase the product of the particular organization. SCOPE OF MARKETING-Marketing is typically seen as the task of creating, promoting, and delivering goods and services to consumers and businesses. Marketers are skilled in stimulating demand for a companys products, but this is too limited a view of the tasks marketers performs. Just as production and logistics professionals are responsible for supply management, marketers are responsible for demand management. Marketing managers seek to influence the level, timing and composition of demand to meet the organizations objectives.

METHODOLOGY OF RESERCH STUDY Methodology of Research study adopted is survey method. For primary data a sample size of hundred customers were contacted & data were obtained from them through a questionnaires prepared in English. Respondents is contacted at the Reliance mart itself, depending upon their Convenience. For secondary data marketing books, magazines, Journals were referred.

SOURCES OF DATA

For the purpose of this study, data from two sources have been gathered namely:(1) (2) Primary Data Secondary Data

Primary Source: - are original source, which are collected directly from the respondents. This information is collected through questionnaire, personal interview and through observation.

Secondary Source : - Are those that containing data which have been collected and compiled for another purpose. These sources consist of readily available information and already complied statistical statement whose data may be used by the researchers for their study.

Analysis and interpretation

Analysis consists of the tables and charts statistical tools which can be used for manipulation of the datas followed by the interface will be given.

Customer Satisfaction towards the services rendered by the Reliance mart Questionnaire 1. Did you find the product, what were looking for at Reliance mart? o Yes o No 2. Did you buy it? o Yes o No 3. What triggered you to buy in Reliance mart? o Ambiance o Display o Presentation o Price 4. Overall, how satisfied are you with service? o Extremely satisfied o Very satisfied o Somewhat satisfied o Unsatisfied o Very unsatisfied 5. In thinking about your most recent experience with Reliance mart was the quality of service you received: o o o o o Superior Very satisfactory About average Somewhat un satisfactory Very poor

6. If you indicated that the product service was un satisfactory. Mark the reason. o The process of getting your problem resolved was poor o The qualities of the customer service representative disliked by you

o The customer service representative kept me waiting o The customer service representative was less knowledgeable 7. The process of getting your concern resolved was: o o o o o Superior Very satisfactory About average Somewhat un satisfactory Very poor

8. Would you recommend to shop in Reliance mart to others? o o o o o Definitely Probably Might or might not Probably not Definitely not

9. How would you rate the Reliance mart, for its pricing/Range/Display/Ambiance. o Excellent o Good average o Poor o Very poor 10. Based on your experience in store, how likely you visit the store from now? o Extremely likely o Very likely

o Somewhat likely o Very unlikely 11. Approximately how many times did you shop for electronic products ion the past year? o Less than 2 times

o Less than 5 times o Less than 7 times o More than 10 times

13. Compared to other shopping malls that are available, would you rate Reliance mart? o Much better o Somewhat better o About the same o Somewhat worse o Much worse 14. If you contacted company customer service, were all the problems resolved to your complete satisfaction? o Yes, by the company or its representative (mention company) o Yes, by me or someone outside the company o No, the problem was not solved o No/problem/No contact with customer service 15. The customer service representative as very courteous: o Strongly agree o Somewhat agree o Neutral o Somewhat disagree o Strongly disagree THANK YOU