A STUDY OF CUSTOMER SATISFACTION TOWARDS

RELIANCE TRENDS WITH SPECIAL REFERENCE IN

NAGERCOIL TOWN

CHAPTER-1
 INTRODUCTION
 SCOPE OF STUDY
 STATEMENT OF PROBLEM
 REVIEW OF STUDY
 OBJECTIVE OF STUDY
 RESEARCH METHODOLOGY
 TOOLS AND ANALYSIS
 PERIOD OF THE STUDY
 LIMITATIONS OF STUDY
 CHAPTER SCHEME

CHAPTER – 1

INTRODUCTION AND DESIGN OF STUDY

1.1 INTRODUCTION
During this times the dressing of the person decides the everything. But within the olden
days the dresses and consistent with the culture and different locations .Even now most of the
people are dressing according to the culture but .Many peoples are adopt the different culture and
their clothes .In simple clothing in INDIA is usually dependent upon the different religion.
Historically Male and Feminine clothing has evolved from simple garments like salwar, lungi
and saree .In the dyanamic landscape of retail understanding and enhancing customer
satisfaction is paramount for sustainable success. This study delves into the Customer
satisfaction specially within the context of Reliance Trends in Nagercoil Town. Located in the
southern tip of India represents a unique demographic and cultural .Understanding the factor
influencing customer satisfaction in the specific locality can provide valuable insights for
Reliance Trends to tailor its offering and services accordingly .By identifying areas of strength
and oppurtunities for improvements, Reliance Trends can enhance its competitive edge and
solidify its position in the market.

1.2 SCOPE OF THE STUDY

The study will focus exclusively on customers residing or shopping in Nagercoil town. Customer
demographics, Understanding the age, gender, occupation and income levels of the customer to determine
if satisfaction levels vary across different segment. Product and Service Evaluation, Assessing customers
satisfaction with the range, quality, and availability of products in Reliance Trends stores. Store
Ambience and Facilities, Investigating whether the stores cleanliness, layout ,and facilities meet
customers expectations. Customer Service Experience ,Evaluating the level of satisfaction with the staff’s
friendliness , competence and responsiveness. Price perception, Gauging customers opinion on the
pricing of products and any promotional offers or discounts.

1.3 STATEMENT OF THE PROBLEM

The aim of this study is to assess customer satisfaction towards Reliance Trends in
Nagercoil Town specially it seeks to identify factors influencing Customer satisfaction ,Measure
overall satisfaction levels and explore areas for improvement to enhance the retail experience at
Reliance Trends in Nagercoil Town.

Service Quality Assess the level of service provided by Reliance Trends in term of
staff courtesy, helpfulness , promptness and overall customers.Product Quality Evaluate the
quality of products offered by Reliance Trends in term of durability, variety style and value of
money.Assessiblity and Convenience: Investigate the assessibilty and convenience of Reliance
Trends store locations, parking facilities ease of navigation within the store and availability of
size.Price perception Explore customers perception of Reliance Trends pricing strategy in
comparison to competitors and their willingness to pay for products.

1.4 REVIEW OF STUDY

KUMAR.R AND VETRIVEL.T (2016) Conclude that The customer
perception of retail service quality is important segment to emerging and the existing retailers in
the market because the study reveals the perception of the service quality influenced by nature
with various customers even some of general factors like personal interaction. Physical aspects
are the dimensions on the customer perception remains constant and common to all or any the
customer on majority basis therefore the shops need to frame their own strategies so as to draw
in the purchasers on a extended basic.

1.5 OBJECTIVE TO THE STUDY

 To assess the level of customer satisfaction with Reliance Trends in Nagercoil
Town
 To identify key factors influencing customer satisfaction ,such as product quality,
pricing, staff behaviour, store ambiance and post purchase service
 To analyze the impact of demographic variables such as Age, Gender, Income and
Shopping frequency on customer satisfaction.
 To provide recommendations for enhancing customer satisfaction and loyality

1.6 RESEARCH METHODOLOGY

The present study is based on questionnaire administered on the consumers of Nagercoil town
of Kanyakumari district. Respondents were drawn on convenience marketers about the
consumption of products as well as about the brand available and preferred on the study area to
gather information on the products to be selected for the study.

1.6.1 COLLECTION OF DATA

Both primary and secondary data have been used for the present study. The secondary
data were collected from the books, journals, and website related to daily use products India. The
data related to consumer behaviour have been collected from the restructured.

1.6.2 SAMPLING DESIGN

To study the whole base of Reliance Trends customers in Nagercoil town is impossible
as the population is high. Therefore sampling method is used in order to collect data.

1.7 TOOLS AND ANALYSIS

The data obtained from the consumer are analysis with the help of statistical tools
used in this study are percentage analysis, weighted average analysis, and garret ranking.
1.7.1 PERCENTAGE ANALYSIS
Percentage analysis is used to study the economic characteristics like age ,gender,
education, occupation, income level, source of information for brand awareness, frequency of
purchase, nature of purchase decision, place of purchase influences of purchase decision and
alternative purchase plans .

1.7.2 WEIGHTED AVERAGE ANALYSIS

An average is found when the factors are added together and then divided by the
total number of respondents a weighted average is an average of factors when certain factor
count more than others or are of varying degrees of importance . To presnt survey data using
averages may be the best way of convey the information.

1.8 PERIOD OF STUDY

This period of study is from December (2023) to (2024)

1.9 LIMITATIONS OF STUDY

A) Only a limited number of respondents are selected for the study .

b) The period of the study is limited.

1.9 CHAPTER SCHEME

 Chapter 1 deals with the introduction and design of the study.
 Chapter 2 presents the literature review of consumer. Perception towards
Reliance Trends
 Chapter 3 presents the theoretical frame work
 Chapter 4 sketches the data and analysis of Reliance trends.
 Chapter 5 presents the findings, suggestions and conclusion of the study.