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A STUDY ON CUSTOMER SATISFACTION ABOUT GANESH DEPARTMENT STORE IN PALLADAM
PROJECT REPORT
Submitted By
H.VASUDEVAN
(Reg.no.1325G0255)
Under the guidance of
MR.A.BALAKRISHNAN, B.com, M.B.A., M.Phil, PGDCA
Lecturer –Department of Management Studies
IN PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION
IN BHARATHIYAR UNIVRSITY.
DURING THE ACADEMIC YEAR 2015-2016
DEPARTMENT OF MANAGEMENT STUDIES
BISHOP AMBROSE COLLEGE
COIMBATORE-45
CERTIFICATE
DEPARTMENT OF MANAGEMENT STUDIES
BISHOP AMBROSE COLLEGE
COIMBATORE -45
Certificate that this is a bonafide record of project done by H.VASUDEVAN
(Reg .No. 1325G0255) in partial fulfillment of the requirement for the award
of Degree of BACHELOR OF BUSINESS ADMINISTRATION in
BHARATHIAR UNIVERSITY during the academic year 2015-2016
Faculty Guide Head of the department
Mr.A.BALA KRISHNAN, Dr.Mr.A.ANANDGERALDB.com, M.B.A., M.Phil. PGDCA B.Sc., M.B.A.,M.Phil,
Certified that we examined the candidate in the project work viva voce
examination held on at Bishop Ambrose college, Coimbatore.
Internal Examiner External Examiner
DECLARATION
I hereby declare the project work entitled A STUDY ON CUSTOMER SATISFACTION ABOUT GANESH DEPARTMENT STORE IN PALLADAM Submitted to the Bharathiar University for the award of
BACHELOR OF BUSINESS ADMINISTRATION. It is a record of work done by me under the guidance of MR .A. BALAKRISHNAN, B.Com, M.B.A., M.Phil. PGDCA Lecturer, Department of Management Studies.
This project has not from the basis for award of degree or diploma or associates of similar title.
DATE : Signature of the Candidate
PLACE : H.VASUDEVAN
ACKNOWLEDGEMENT
I am very grateful to Rev. Fr. MARIYA IRUTHAYANATHAN (secretary) Of Bishop Ambrose College for having permitted to undergo this project study
I am very grateful to Dr. A. PETER RAJ, M.A., M.Phil. B.Ed., and D.G.T., Ph.D., Principal of Bishop Ambrose College for having
Permitted to undergo this project study.
I take the privilege to express my sincere thanks and deep sense of gratitude to Mr. A. ANAND GERALD B.Sc., M.B.A., M.Phil, and Head of the
Department of Management Studies.
I take the privilege to express my sincere thanks and deep sense of gratitude to Mr.A.BALAKRISHNAN,B.Com,M.B.A.,M.Phil.,PGDCA my project guide
for excellent guidance.
I would like to thank our entire Department staff members , for their moral support they extended always.
I would like to thank my beloved parents and friends for their moral support they extended always.
Finally I gratefully acknowledge the co-operation and help received from the respondents. I am in deep much thankful to all the entire persons who helped to
complete this project.
CHAPTERNO
PARTICULARS PAGENO
LIST OF TABLESLIST OF CHARTS
1 INTRODUCTION AND DESIGN OF THE STUDY1.1 INTRODUCTION1.2 ABSTRACTS1.3 OBJECTIVES OF THE STUDY1.4 SCOP OF THE STUDY1.5 LIMITATION OF THE STUDY1.6 REVIEW OF LITERATURE2
METHODOLOGY
3
4 ANALYSIS AND INTERPRETATION4.1 DATA ANALYSIS AND INTERPRETATION
4.2 SIMPLE PERCENTAGE
4.3 CHI-SQUARE TEST
5 SUMMARY OF FINDINGS, SUGGESTIONS, AND CONCLUSION
5.1 FINDINGS
5.2 SUGGESTIONS
5.3 CONCLUSION
5.4 BIBLIOGRAPHY
5.5 ANNEXURE
TABLENO
TITLES PAGE NO
4.1 TABLE SHOWING AGE GROUP OF THE RESPONDENTS
4.2 TABLE SHOWING GENDER OF THE RESPONDENTS
4.3 TABLESHOWING QUALIFICATION OF THE RESPONDENTS
4.4 TABLE SHOWING FAMILY STATUS OF THE RESPONDENTS
4.5 TABLE SHOWING MONTHLY INCOME OF THE RESPONDENTS
4.6 TABLE SHOWING VISIT GANESH DEPARTMENT STORE OF THE RESPONDENTS
4.7 TABLE SHOWING PUCHASE MORE OFTEN IN GANESH DEPARTMENT STORE
4.8 TABLE SHOWING WHICH SOURCE MADE TO BUY PRODUCTS FROM GANESH DEPARTMENT STORE
4.9 TABLE SHOWING MAKE PUCHASE OF PRODUCTS IN GANESH DEPARTMENT STORE
4.10 TABLE SHOWING GANESH DEPARTMENT STORE PROVIDE MORE TYPE OF THE COMPANY PRODUCTS IN CATEGORY
OF THE RESPONDENTS
4.11 TABLE SHOWING STORE SPACE WITH GANESH DEPARTMENT STORE
4.12 TABLE SHOWING STORE RE-PREVENATIVS INTRAVTIONSN AT GANESH DEPARTMENT STORE
4.13 TABLE SHOWING GANESH DEPARTMENT STORE REMINDING AND PRICING TO ALL CUSTOMER IN STORE
4.14 TABLE SHOWING CUSTOMER SERVICE IN GANESH DEPARTMENT STORE
4.15 TABLE SHOWING DISCOUNTS IN GANESH DEPARTMENT STORE
4.16 TABLE SHOWING WHAT ARE BUYING INTRESTS IN GANESH DEPARTMENT STORE
4.17 TABLE SHOWING WAITING FOR LONG TIME IN BILLING SECTIN AT GANESH DEPARTMENT STORE
4.18 TABLE SHOWING PREFER FOOD COURT & GAMMING SECTION AT GANESH DEPARTMENT STORE
4.19 TABLE SHOWING WHY CUSTOMER VIVISTING IN GANESH DEPARTMENT STORE
4.20 TABLE SHOWING JUST BY VIVISTING IN FIRST TIME GANESH DEPARTMENT STORE
4.21 TABLE SHOWING WHAT ARE INTENSION TO RE-ENTER IN GANESH DEPARTMENT STORE
4.22 TABLE SHOWING MAINTAINIG THE PRODUCTS IN GANESH DEPARTMENT STORE
4.23 TABLE SHOWING CUSTOMERS FEEL (SATISFIED) OF THE RESPONDENTS
4.24 TABLE SHOWING EVER CONTACTED CUSTOMER SERVICE GANESH DEPARTMENT STORE
4.25 TABLE SHOWING EXPERIENCE WITH PRODUCT HOW LIKELY ARE YOU TO BUY PRODUCTS AGAIN GANESH
DEPARTMENT STORE
NO NO4.1 CHARTS SHOWING THE AGE GROUP OF THE
RESPONDENTS
4.2 CHARTS SHOWING THE GENDER OF THE
RESPONDENTS
4.3 CHARTS SHOWING THE QUALIFICATION OF THE
RESPONDENTS
4.4 CHARTS SHOWING THE FAMILY STATUS OF THE
RESPONDENTS
4.5 CHARTS SHOWING THE MONTHLY INCOME OF THE
RESPONDENTS
4.6 CHARTS SHOWING THE VISIT GANESH DEPARTMENT
STORE OF THE RESPONDENTS
4.7 CHARTS SHOWING THE PUCHASE MORE OFTEN IN
GANESH DEPARTMENT STORE
4.8 CHARTS SHOWING THE WHICH SOURCE MADE TO
BUY PRODUCTS FROM GANESH DEPARTMENT STORE
4.9 CHARTS SHOWING THE MAKE PUCHASE OF
PRODUCTS IN GANESH DEPARTMENT STORE
4.10 CHARTS SHOWING THE GANESH DEPARTMENT STORE
PROVIDE MORE TYPE OF THE COMPANY PRODUCTS IN
CATEGORY OF THE RESPONDENTS
4.11 CHARTS SHOWING THE STORE SPACE WITH GANESH
DEPARTMENT STORE
4.12 CHARTS SHOWING THE STORE RE-PREVENATIVS
INTRAVTIONSN AT GANESH DEPARTMENT STORE
4.13 CHARTS SHOWING THE GANESH DEPARTMENT STORE
REMINDING AND PRICING TO ALL CUSTOMER IN STORE
4.14 CHARTS SHOWING THE CUSTOMER SERVICE IN GANESH
DEPARTMENT STORE
4.15 CHARTS SHOWING THE DISCOUNTS IN GANESH
DEPARTMENT STORE
4.16 CHARTS SHOWING THE WHAT ARE BUYING INTRESTS IN
GANESH DEPARTMENT STORE
4.17 CHARTS SHOWING THE WAITING FOR LONG TIME IN
BILLING SECTIN AT GANESH DEPARTMENT STORE
4.18 CHARTS SHOWING THE PREFER FOOD COURT & GAMMING
SECTION AT GANESH DEPARTMENT STORE
4.19 CHARTS SHOWING THE WHY CUSTOMER VIVISTING IN
GANESH DEPARTMENT STORE
4.20 CHARTS SHOWING THE JUST BY VIVISTING IN FIRST TIME
GANESH DEPARTMENT STORE
4.21 CHARTS SHOWING THE WHAT ARE INTENSION TO RE-
ENTER IN GANESH DEPARTMENT STORE
4.22 CHARTS SHOWING THE MAINTAINIG THE PRODUCTS IN
GANESH DEPARTMENT STORE
4.23 CHARTS SHOWING THE CUSTOMERS FEEL
(SATISFIED) OF THE RESPONDENTS
4.24 CHARTS SHOWING THE EVER CONTACTED CUSTOMER
SERVICE GANESH DEPARTMENT STORE
4.25 CHARTS SHOWING THE EXPERIENCE WITH PRODUCT HOW
LIKELY ARE YOU TO BUY PRODUCTS AGAIN GANESH
DEPARTMENT STORE
INTRODUCTION of the study
CHAPTER-1
INTRODUCTION OF THE STUDY
1.1 INTRODUCTION
Ganesh is the
About us
I am very much pleased to meet you all through this website. In 2005 we have started this concern and by your good support today, we are functioning in Pollachi, Tripur,Palladam, Anamalai and Udumalai region. We have developed our concern by your support and we are keeping this in our mind.
For Door Delievery Please Contact - 9865-999-331
For Customer Care Please Contact - 73-73-70-48-48
http://ganeshdepartmentstores.com/
New Trend
Our concern was started as a small store in Somandurai chittur village at 1965,.After that at June 2000 Ganesh Maligai was started in pollachi.At the same year Ganesh traders also started in Pollachi.Ganesh maligai and Ganesh traers are still running.Because of our customer support and chairman hardwork GANESH DEPARTMENT STORE was started in NEW SCHEME ROAD,POLLACHI at 2005
ABSTRACTS
The present study seeks to examine the attitude Qf J 30 respondents, about the services offered by departmental stores. The respondents were selected by convenience sampling in Coimbatore city of Tamil Nadu. The relevant data on awareness about departmental stores, factors considered in selectinK, buying behavior and consumer’s opinion on the services rendered by departmental stores were collected with the help Qf a structured questionnaire .Majority Qf the consumers prefer to buy in the departmental stores due to the availability of all the products under a single roof Majority of the respondents prefer to buy the products once in a month, mostlyfrom Kannan Departmental Stores. The chi-square analysis shows that the study factors of the respondents have significant influence over the consumer’s attitude towards departmental stores. TheAnalysis of Variance (ANOVA) shows that there is significant difference between the personal factor and their opinion about services offeredby departmental stores.Introduction.
OBJECTIVE OF THE STUDY
II. OBJECTIVES OF THE STUDY
1. To study the factors influencing the customers to purchase house hold articles from departmental store.
2. To study the needs of the customers at the place of purchase. 3. To study the consumer’s opinion and ideas about the price, quality and
services rendered by the departmental stores.
4. To study the sales services provided by the departmental stores.5. To suggest, improve in sales and functions in the departmental stores
based on results.
scope of the study SCOPE OF THE STUDY
This research gives a broad frame work of the “A STUDY ON CUSTOMER SATISFACTION ABOUT GANESH DEPARTMENT STORE IN PALLADAM” .The researcher covered three departmental stores in Ganesh departmental store- palladam. This can be used as a guideline in the future business plan and making changes in the current activities. It gives an idea of the areas, which need emphasis and development. This study has been conducted in Erode city covering all the areasfalling within
the palladam zone with a sample size of 125 respondents. All classes of customers were met and their views were analyzed.
LIMITATIONS OF THE STUDY
1.6 LIMITATIONS OF THE STUDY
1. Due to time constraints an in-depth enquiry could not be conducted.2. The area of study is restricted to Erode city only. 3. For convenience purpose, the population taken for the study refers to the
customers of Kannan departmental stores, Sakthi super market and Spencer’s.
4. In order to complete the study within the time frame, the number of respondents had been restricted to 500.
5. Information given by the respondents may not be accurate, due to the time factor.
6. The result will not be same in the next period and uncertain predictions are expected.
7. Many of the customers were not able to give complete data due to their busy schedule.
REVIEW OF LITERATURE
REVIEW OF LITERATURE
Anderson and Cook
(1999) have tried to bring together varying threads of the idea of "community food security" (CFS) into a cohesive set of ideas rooted in a common theory. They assert that three main groups contribute to food security: 1) community nutritionists and educators, 2) progressive agricultural researchers and grass roots activists, and 3) anti-hunger and community development researchers and activists. All three have different objectives and interests, but together they form the collective interpretation of community food security.
Conceptually, food security can be divided into food availability, food access, and food utilization (World Bank, n.d.). Thus, in order to utilize (i.e. eat) food it must be accessible, and in order for it to be accessed it must be available.
Frongillo
(1999) describes food insecurity for individuals along the following spectrum: the least severe form is people who are uncertain of being able to obtain food in socially acceptable ways, to the most severe form where people simply do not eat enough due to insufficient resources and thus "experience the physical and psychological consequences of hunger" (Frongillo, 1999, 506s). In this view, food insecurity has four components: quantity and quality of food (related directly to food), and certainty and acceptability (psychological and social).
Grocery
Any store whose primary sale item is food may be classified as a grocery store. This ranges from small corner "ma-and-pa" stores to large supermarkets. This range can be viewed hierarchically: larger stores will usually have more items for sale, lower prices, more floor space and more aisles, more specialty sections, and are more likely to be part of a larger corporate grocery chain (Census Bureau, 1992). For most, getting a wide variety of food at low prices means shopping at supermarkets.
Michman and Mazze, 1998
the US, many major chain grocery stores left inner city areas following race riots in the 1960s. To this day, some still claim insurance costs for fire and theft are so high in such neighborhoods that grocery stores will not locate there. Thus, food retail outlets follow a "hole in the donut" model with wealthy suburbs surrounding an under-served inner-city core, which is attributed to a failure in the US to promote multi-class, mixed-use downtown areas (Toronto Food Policy Council, 1996).
O'Kelly, 2001
A study of retail market share and saturation states that only in the case of small towns will all stores compete with each other. Analysis becomes more complex when the city is large enough to have multiple stores where distinguishable sub-markets exist. In such cases, stores are not all in direct competition with each other . Unlike in the suburbs, there is no saturation of supermarkets in the inner city, and therefore retailers are looking to these areas for expansion. What attracts them is the more than $331 billion of "retailing purchasing power" that inner city residents wield (Janoff, 1999).
Turcsik, 2001
Supermarkets have consolidated to the point where the top five supermarket chains controlled 37 percent of the market in 1999. According to Gambino this consolidation weakens the power of both manufacturers and consumers. Family-run and regional chains are viewed as the next targets of acquisitions . There also has been a concerted effort by large department stores to enter into the food retail business. As a result, powerful chains can exert enormous influence onto an industry that already has very small profit margins.
Seston and Zhang (2001)
observe that the present trend of increasing food industry market power and consolidation can lead to an even larger share of market surplus. They observe that concentration in food manufacturing has grown rapidly through mergers and consolidations, and that "exercise of market power anywhere in the market chain will reduce consumers' welfare" (their emphasis) (Sexton and Zhang, 2001, 60). Sexton and Zhang were primarily concerned with food manufacturing (not food retailing) and although these are at different stages in the food distribution network, their work is important because of its direct implication for food insecurity, in this instance being provoked from behind the scenes
Franklin, 2001.
The top four firms in the US own 43 percent of national supermarkets. The largest grocery chain in the US, Kroger, is now being rivaled by Wal-Mart, the world's largest department store. Wal-Mart sold $15 billion in supermarket sales in 1999, putting it as the 5th largest supermarket chain in the US, even though it is not technically a supermarket. An increasing percentage of Wal-Mart's sales are from supermarket items - now at 30 percent of all sales. Wal-Mart plans to open "neighborhood stores", to primarily sell food items, effectively putting it into direct competition with large supermarket chains
Seiders and Tigert, 2000
a case study on the effect of supercenters by looking at four American metropolitan areas, including Columbus, Ohio. They found that Wal-Mart and K-Mart supercenters captured 16 percent of primary shoppers and 27 percent of secondary shoppers in the study (primary stores are most often shopped, while secondary stores are second most frequented). In the case of Columbus, 41 percent of shopped considered a convenient location to be at least twice as important as any other reason for choosing stores (Seiders and Tigert, 2000). This may indicate that Wal-
Mart and other supercenters and department stores may be using their market share to move into other industries.
Cotterill and Koralek, 1996
Studies of food access in urban centers have shown the tendency for food to be less accessible (physically and financially) in lower-income neighborhoods and core urban areas. Financial impediments can also exist for the elderly and disabled (Klesges, 2001). However, Cotterill and Franklin (1995) have observed that the city of Cleveland was an exception to this rule because a specific chain made a dedicated effort to re-enter urban areas.2
Kaufman, 1999).
Limited access to grocery stores is not only an urban problem; a study of a large rural area has indicated that certain people, mainly the poor, have limited access to grocery stores. These rural stores are similar to those in the inner city - both places have high prices, lack a variety of food items, and are geographically removed from inexpensive supermarkets in the suburbs
RESEARCH METHODOLOGY
METHODOLOGY OF STUDY
Title of the study:
The research was undertaken in topic entitled “A study on labour welfare
measurement in shakthi knitting ltd in tripur.”
Research design:
A research design is the arrangement of condition for collection &analysis
of the data in a manner that aims to combine relevance to the research purpose
with economy in procedure. The researches have used descriptive researches for
the purpose of study.
It is used for the characteristics of certain groups to make specific prediction &
to determine the association of the variables
Sampling method:
The researcher have used judgement sample which is selected according to
once personal judgement inwards, investigator use his judgement choice and
includes only those items of the universe in the sample for selection idea which
is considers representative has been applied based this researches adopted
judgement sampling`
Sampling unit :
The sampling unit comprise of different types retailer who are potential
dealers of Hindustan unilever product in Coimbatore city.
Sampling size:
The survey was conducted on 125 respondents from the universe to frame a
sample. The researches has used respondent as a sample size this study for
collecting the required information data the researches had met the respondent
in respondent in person and collected data’s.
Data collection method:
The data has been collected by the both primary & secondary method of data
collection.
Primary data:
The data are collected fresh and for the first time and thus happen to be
original in character the researches followed a rigid procedure and seek to a set
of pre-determined questions.
Secondary data:
The data those which already have been collected by someone else, already
available if secondary has been collected from the textbook, journals,
magazines, newspaper and website.
Charts used:
I) pie charts
II) Bar diagrams
ANALYSIS AND INTERPRETATION
CHAPTER-IV
ANALYSIS AND INTERPRETATION
TABLE-1
TABLE SHOWING AGE GROUP OF THE RESPONDENTS
S.N
O
PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 below 25 years 100 80%
2 25-35 years 18 14.40%
3 35-45 years 5 4%
4 Above 45 years 2 1.60%
TOTAL 125 100.00%
INTERPRETATION:
From the above table it is clear that 80% of the respondents fall under the age group
of blow 25 years, 14.40% of the respondents fall under the age group of 25-35 years, 4% of
the respondents fall under the age group of 35-45 years and 1.4% of the respondents fall
under the age group of above 45years.
TABLE-1
TABLE SHOWING AGE GROUP OF THE RESPONDENTS
Under 25 25-35 35-45 45+0
10
20
30
40
50
60
70
80
90
100
Chart Title
Series1
TABLE-2
TABLE SHOWING GENDER OF THE RESPONDENTS
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 Male 73 58.40%
2 Female 52 41.60%
TOTAL 125 100.00%
INTERPRETATION:
The above table display that that majority of 58.40% of the respondents are male and 41.60%
of the respondents are female.
TABLE-2
TABLE SHOWING GENDER OF THE RESPONDENTS
Male Female0
10
20
30
40
50
60
70
80
Series1
TABLE-3
TABLESHOWING QUALIFICATION OF THE RESPONDENTS
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 Student 39 31.2%
2 Self-employee 80 64%
3 Proessional 6 5%
TOTAL 125 100%
INTERPRETATION:
The above table that showing the majority of 31% of the respondents are student,
640% of the respondents are proffesional, 5% of the respondents are Diploma and 29.60% of
the respondents.
TABLE-3
TABLESHOWING QUALIFICATION OF THE RESPONDENTS
1 2 3 40
10
20
30
40
50
60
70
80
Series2Series1
TABLE-4
TABLE SHOWING FAMILY STATUS OF THE RESPONDENTS
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Single 58 46.4%
2 Married 67 53.6%
TOTAL 125 100
INTERPRETATION:
above table display that that majority of 46.4% of the respondents family status is
Single and 53.6% of the respondents family kinds is Joint family.
TABLE-4
TABLE SHOWING FAMILY STATUS OF THE RESPONDENTS
single married52
54
56
58
60
62
64
66
68
Series1
TABLE-5
TABLE SHOWING MONTHLY INCOME OF THE
RESPONDENTS
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 -10000 44 35.2%
2 10000-20000 59 47.2%
3 20000-40000 16 12.8%
4 Above 45000 6 4.8%
TOTAL 125 100
INTERPRETATION:
above table display that that majority of 35.2% of the respondents salaries lies
between Below 10000, 47.2% of the respondents salaries lies between Rs 10000-20000,
12.8% of the respondents salaries lies between Rs 20000-40000 and 4.8% of the respondents
salaries lies between above 40000.
TABLE-5
TABLE SHOWING MONTHLY INCOME OF THE
RESPONDENTS
below 1000010000-20000
20000-4000040000+
0
10
20
30
40
50
60
Series1
TABLE-6
TABLE SHOWING VISIT GANESH DEPARTMENT STORE OF THE
RESPONDENTS
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Once in a weak 49 39.2%
2 Once in a 15 days 52 41.6%
3 Once in a month 13 10.4%
4 Once in a 2 month 11 8.8%
TOTAL 125 100
INTERPRETATION:
above table display that that majority of 39.2% of the respondents are Once in a Weak,
41.6% of the respondents are Once in a 15 days, 10.4% of the respondents are Once in a
month and 8.8% of the respondents are Others professions.
TABLE-6
TABLE SHOWING VISIT GANESH DEPARTMENT STORE OF THE
RESPONDENTS
one week 15 days one month 2-3 month0
10
20
30
40
50
60
Series1
TABLE-7
TABLE SHOWING PUCHASE MORE OFTEN IN GANESH
DEPARTMENT STORE
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 Groceries 32 25.6%
2 Electronics 40 32%
3 Apparels 53 42.4%
TOTAL 125 100%
INTERPRETATION:
above table display that that majority of 125 respondents, 25.6% of the respondents
Groceries, 32% of the respondents are electronic, 42.4% of the respondents are to Apparels.
TABLE-7
TABLE SHOWING PUCHASE MORE OFTEN IN GANESH
DEPARTMENT STORE
groceries electronics apparels0
10
20
30
40
50
60
Series1
TABLE-8
TABLE SHOWING WHICH SOURCE MADE TO BUY
PRODUCTS FROM GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 News paper 78 62.4%
2 Friends 47 37.6%
TOTAL 125 100%
INTERPRETATION:
above table display that that majority of 125 respondents, .62.4% of the respondents
News paper, 37.6% of the respondents are Friends.
TABLE-8
TABLE SHOWING WHICH SOURCE MADE TO BUY
PRODUCTS FROM GANESH DEPARTMENT STORE
news paper friends0
10
20
30
40
50
60
70
80
Series1
TABLE-9
TABLE SHOWING MAKE PUCHASE OF PRODUCTS IN
GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 Variety products 69 55.2%
2 Particular products 56 44.8%
TOTAL 125 100%
INTERPRETATION:
The above table, it is clear among 125 respondents, 55.2% of the respondents Variety
products, 44.8% of the respondents are Particular products.
TABLE-9
TABLE SHOWING MAKE PUCHASE OF PRODUCTS IN
GANESH DEPARTMENT STORE
varitey products various0
10
20
30
40
50
60
70
Series1
TABLE-10
TABLE SHOWING GANESH DEPARTMENT STORE PROVIDE
MORE TYPE OF THE COMPANY PRODUCTS IN CATEGORY OF
THE RESPONDENTS
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Yes 44 35.2%
2 None 49 39.2%
3 Not mony 24 19.2%
4 None 8 6.4%
TOTAL 125 100
INTERPRETATION:
The abov that 35.2% of the respondents are yes, 39.2% of the respondents are No,
19.% of the respondents are Not Mony and 6.4% of the respondents are None
TABLE-10
TABLE SHOWING GANESH DEPARTMENT STORE PROVIDE
MORE TYPE OF THE COMPANY PRODUCTS IN CATEGORY OF
THE RESPONDENTS
Yes No Not Many None0
10
20
30
40
50
60
Series1
TABLE -11
TABLE SHOWING STORE SPACE WITH GANESH DEPARTMENT
STORE
S.NO
PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 It`s free space 31 28.4%
2 Not free space 55 44.0%
3 Small space 33 26.40%
4 Congested 6 4.8%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 28% of the respondents are
It`s free space, 44% of the respondents influenced to Not free space, 26.40% of the
respondents are Small space, 4.8% of the respondents are Congested
.
TABLE -11
TABLE SHOWING STORE SPACE WITH GANESH DEPARTMENT
STORE
it`s Free spaceNot free space
small spacecongested
0
10
20
30
40
50
60
Series1
TABLE -12
TABLE SHOWING STORE RE-PREVENATIVS INTRAVTIONSN AT
GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Effective 23 18.4%
2 None effective 54 43.2%
3 Good 42 33.6%
4 No interaction 6 4.8%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 18.4% of the respondents are
Effective , 43.2% of the respondents are none Effective, 33.6% of the respondents are good.
4.8% of the respondents are No interaction.
TABLE -12
TABLE SHOWING STORE RE-PREVENATIVS INTRAVTIONSN AT
GANESH DEPARTMENT STORE
1 2 3 40
10
20
30
40
50
60
Series2Series1
TABLE -13
TABLE SHOWING GANESH DEPARTMENT STORE REMINDING
AND PRICING TO ALL CUSTOMER IN STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Yes cleanly 45 36%
2 None clearly 49 39.2%
3 No intimation all 31 24.8%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 36% of the respondents are
Yes cleanly ,39.2% of the respondents are none None clearly, 24.8% of the respondents are
No intimation all.
TABLE -13
TABLE SHOWING GANESH DEPARTMENT STORE REMINDING
AND PRICING TO ALL CUSTOMER IN STORE
Yes clearly NO Clearly No intimation All0
5
10
15
20
25
30
35
40
45
50
Series1
TABLE -14
TABLE SHOWING CUSTOMER SERVICE IN GANESH
DEPARTMENT STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Fast service 39 31.2%
2 Slow service 54 43.2%
3 Poor 30 24%
4 Very poor 2 1.6%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 31.2% of the respondents are
Fast service , 43.2% of the respondents are Slow service. 24% of the respondents are poor.
1.6% of the respondents are very poor
TABLE -14
TABLE SHOWING CUSTOMER SERVICE IN GANESH
DEPARTMENT STORE
Fast service slow service poor very [oor0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Series1
TABLE -15
TABLE SHOWING DISCOUNTS IN GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Yes season time offer 79 63.2%
2 Special offer 46 36.8%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 63.2% of the respondents are
Yes season time offer, 36.8% of the respondents are Special offer.
TABLE -15
TABLE SHOWING DISCOUNTS IN GANESH DEPARTMENT STORE
season service NO offers0
10
20
30
40
50
60
70
80
Series1
TABLE -16
TABLE SHOWING WHAT ARE BUYING INTRESTS IN GANESH
DEPARTMENT STORE
S.NO
PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Buy one get one 47 37.6%
2 50%,40%,30% 34 27.2%
3 Buy one get tw offers 32 25.6%
4 Get two for discount 12 9.6
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 37.6% of the respondents are
Buy one get one , 27.2% of the respondents are 50%,40%,30%. 25.6% of the respondents
are Buy one get tw offers. 9.6% of the respondents are Get two for discount
TABLE -16
TABLE SHOWING WHAT ARE BUYING INTRESTS IN GANESH
DEPARTMENT STORE
Buy 1 Get 1DiscountBuy 1 Get 2Get 2 for 900
TABLE-17
TABLE SHOWING WAITING FOR LONG TIME IN BILLING SECTIN
AT GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 Yes 25 20%
2 No 100 80%
TOTAL 125 100.00%
INTERPRETATION:
The above table display that that majority of 80% of the respondents are No and 20%
of the respondents are Yes.
TABLE-17
TABLE SHOWING WAITING FOR LONG TIME IN BILLING SECTIN
AT GANESH DEPARTMENT STORE
yes no0
10
20
30
40
50
60
70
80
90
Series1
TABLE-18
TABLE SHOWING PREFER FOOD COURT & GAMMING SECTION
AT GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 Yes 110 88%
2 No 15 12%
TOTAL 125 100.00%
INTERPRETATION:
The above table display that that majority of 88% of the respondents are yES and 12%
of the respondents are No.
TABLE-18
TABLE SHOWING PREFER FOOD COURT & GAMMING SECTION
AT GANESH DEPARTMENT STORE
YES NO0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Series1
TABLE -19
TABLE SHOWING WHY CUSTOMER VIVISTING IN GANESH
DEPARTMENT STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 General interest 31 24.8%
2 Product interest 49 39.2%
3 Buying interest 25 20%
4 Information seeking 20 16%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 24.8% of the respondents are
General interest , 39.2% of the respondents are Product interest. 20% of the respondents are
Buying interest. 16% of the respondents are Information seeking.
TABLE -19
TABLE SHOWING WHY CUSTOMER VIVISTING IN GANESH
DEPARTMENT STORE
1 2 3 40
5
10
15
20
25
30
35
40
45
50
Series2Series1
TABLE -20
TABLE SHOWING JUST BY VIVISTING IN FIRST TIME GANESH
DEPARTMENT STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 yes 79 63.2%
2 No 30 24%
3 No first time 6 4.8%
4 More than two times 10 8%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 63.2% of the respondents are
yes , 24% of the respondents are no. 24% of the respondents are No first time. 8% of the
respondents are More than two times.
TABLE -20
TABLE SHOWING JUST BY VIVISTING IN FIRST TIME GANESH
DEPARTMENT STORE
Yes NO Not First Time More than Two times
0
10
20
30
40
50
60
70
80
Series1
TABLE -21
TABLE SHOWING WHAT ARE INTENSION TO RE-ENTER IN
GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Low price 10 8%
2 Product quality 65 52%
3 Customer service 23 18.4%
4 avalibilaty 17 13.6%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 8% of the respondents are
Low price , 52% of the respondents are Product quality. 18.4% of the respondents are
Customer service. 13.6% of the respondents are avalibilaty.
TABLE -21
TABLE SHOWING WHAT ARE INTENSION TO RE-ENTER IN
GANESH DEPARTMENT STORE
1 2 3 40
10
20
30
40
50
60
70
Series2Series1
TABLE -22
TABLE SHOWING MAINTAINIG THE PRODUCTS IN GANESH
DEPARTMENT STORE
S.NO
PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Good 65 52%
2 Normal 25 20%
3 poor service 35 28%
4 Very poor 0 0%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 52% of the respondents are
gooog , 20% of the respondents are normal. 28.4% of the respondents are poor sevice. 0% of
the respondents are Very poor
TABLE -22
TABLE SHOWING MAINTAINIG THE PRODUCTS IN GANESH
DEPARTMENT STORE
GOODNORMAL
NOT GOODPOOR
0
10
20
30
40
50
60
70
Series1
TABLE-23
TABLE SHOWING CUSTOMERS FEEL (SATISFIED) OF THE
RESPONDENTS
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Very satisfied 53 42.4%
2 Satisfied 72 57.7%
TOTAL 125 100
INTERPRETATION:
above table display that that majority of 42.4% of the respondents Very satisfied.
57.7% of the respondents family kinds is Satisfied
TABLE-23
TABLE SHOWING CUSTOMERS FEEL (SATISFIED) OF THE
RESPONDENTS
VERY SATISFIED SATISFIED NOT SATISFED0
10
20
30
40
50
60
70
80
Series1
TABLE-24
TABLE SHOWING EVER CONTACTED CUSTOMER SERVICE
GANESH DEPARTMENT STORE
S.NO PARTICULAR NO.OF
RESPONDENTS
PERCENTAGE
1 Yes 77 61.6%
2 No 48 38%
TOTAL 125 100.00%
INTERPRETATION:
The above table display that that majority of 61.6% of the respondents are Yes and
38% of the respondents are No.
TABLE-24
TABLE SHOWING EVER CONTACTED CUSTOMER SERVICE
GANESH DEPARTMENT STORE
YES NO0
10
20
30
40
50
60
70
80
Series1
TABLE -25
TABLE SHOWING EXPERIENCE WITH PRODUCT HOW LIKELY
ARE YOU TO BUY PRODUCTS AGAIN GANESH DEPARTMENT
STORE
S.NO PARTICULAR NO.OF RESPONDENTS PERCENTAGE
1 Strongly agree 60 48%
2 Agree 18 14%
3 Neutral 33 26%
4 Dis agree 14 11%
TOTAL 125 100%
INTERPRETATION:
From the above table, it is clear among 125 respondents, 48% of the respondents are
Strongly agree , 18% of the respondents are Agree. 26% of the respondents are poor
Neutral. 11% of the respondents are Dis agree.
TABLE -25
TABLE SHOWING EXPERIENCE WITH PRODUCT HOW LIKELY
ARE YOU TO BUY PRODUCTS AGAIN GANESH DEPARTMENT
STORE
DIFINITELTY WILL PROBABLY WILL MIGHT PROBABLY WILL NOT
0
10
20
30
40
50
60
Series1
CHI-SQUARE TEST: 1
The chi-square test is an important test amongst the several tests of significations developed by statisticians.Chi-square,symbolically written as x2 (pronounced as Chi-square),is a statistical measures used in the context of sampling analysis for comparing a variences to a theoretical varience. As a non-parametric test, it can be used to determine if categorical data shows dependency or the two classification are independent . it can also be used to make comparison between theoretical population and actual data when categories are used . Thus the Chi-square test is applicable in large number of problems.
TEST-1
AIM:-
To find out the relationship between the monthly income and factors that
they expects from the mobile phones
HYPOTHESIS
Null hypothesis:
Ho- the hypothesis is that there is no significance relationship between
the monthly income and the expectation factors from the mobile phones.
Alternative hypothesis :
H1- the hypothesis is that there is significance relationship between the
monthly income and the expectation factors from the mobile phones.
OBSERVED FREQUENCY (O.F)
Age/ customers
visiting went retail
store
General
intrest
Pruduct
intrest
Buying
intreset
Information
seeking
Total
Below- 25 26 36 22 16 100
25-35 3 10 3 2 18
35-45 1 2 - - 5
45+ 1 1 - - 2
Total 31 49 25 20 125
EXPECTED FREQUENCY (E.F)
Age/ customers
visiting went retail
store
General
intrest
Pruduct
intrest
Buying
intreset
Information
seeking TOTAL
Below- 25 7 23 8 6 64
25-35 9 31 11 8 59
35-45 3 8 3 2 16
45+ 1 3 1 1 6
Total 20 65 23 17 125
O E O-E (0-E)2 (O-E)2/E
26 25 1 1 0.04
36 39 -3 9 0.2307
22 20 2 4 0.2
16 16 0 0 0
3 4 -1 1 0.25
10 7 3 9 1.2857
3 4 -1 1 0.25
2 3 -1 1 0.333
1 1 0 0 0
2 2 0 0 0
0 1 -1 1 1
0 1 -1 1 1
1 1 0 0 0
1 1 0 0 0
0 0 0 0 0
0 0 0 0 0
TOTAL (O-E)2/
E=4.5894
Degrees of freedom:
= ( C-1) x (R-1)
= (4-1) x (4-1)
=3 x 3
=9
The table value of the chi-square for the degree of the freedom at 5%
level of the significant.
The calculated value chi-square (11.157) less than the table value
(16.919) the table value hence the hypothesis is accepted.
CHI-SQUARE TEST
CHI-SQUARE TEST: 2
The chi-square test is an important test amongst the several tests of significations developed by statisticians.Chi-square,symbolically written as x2 (pronounced as Chi-
square),is a statistical measures used in the context of sampling analysis for comparing a variences to a theoretical varience. As a non-parametric test, it can be used to determine if categorical data shows dependency or the two classification are independent . it can also be used to make comparison between theoretical population and actual data when categories are used . Thus the Chi-square test is applicable in large number of problems.
TEST-2
AIM:-
To find out the relationship between the age and factors that they opinion regarding
after sales service of mobile phones.
HYPOTHESIS
Null hypothesis:
Ho- the hypothesis is that there is no significance relationship the age and
factors that they opinion regarding after sales service of mobile phones.
Alternative hypothesis :
H1- the hypothesis is that there is significance relationship between the
age and factors that they opinion regarding after sales services of mobile
phones.
OBSERVED FREQUENCY (O.F)
Salary/ intention
to re-enter
Low price Product
quality
Buying
interest
Avalibility
TOTAL
Below-10000 8 19 10 8 45
10000-20000 10 35 5 9 59
15000-30000 1 9 6 - 16
Above 45000 1 2 2 - 5
TOTAL 20 65 23 17 125
EXPECTED FREQUENCY (E.F)
Salary/ intention
to re-enter
Low price Product
quality
Buying
interest
Avalibility
TOTAL
Below-10000 7 23 8 6 44
10000-20000 9 31 11 8 59
15000-30000 3 8 3 2 16
Above 45000 1 3 2 1 6
TOTAL 20 65 23 17 125
O E O-E (O-E)2 (O-E)2/E
8 7 1 1 0.1428
19 23 -4 16 0.656
10 8 2 4 0.5
8 6 2 4 0.666
10 9 1 1 0.111
35 31 4 16 0.5161
5 11 -6 36 3.2727
9 8 1 1 0.7125
1 3 -2 4 1.333
9 8 1 1 0.125
6 3 3 9 3
0 2 -2 4 2
1 1 0 0 0
2 3 -1 1 0.333
2 1 1 1 1
0 1 -1 1 1
TOTAL (O-E)2/E=
14.8209
Degrees of freedom:
= (C-1) x (R-1)
= (4-1) x (4-1)
= 3x3
=9
The table value of the chi-square for the degree of the freedom at 5%
level of the significant.
The calculated value chi-square (5.072) less than the table value (16.919)
the table value hence the hypothesis is accepted.
CHAPTER-V
FINDINGS AND SUGGESTION
FINDINGS
It is found that most of the respondents (80%) are age group Below -25 years.
It is found that most of the respondents (58.40%) are Male.
It is found that most of the respondents (64%) are self-employee.
It is found that most of the respondents (46%) are Single.
It is found that majority of the respondents (47.20%) monthly incomes10000-2000
It is found that most of the respondents (41.40%) visiting at 15days one time.
It is found that most of the respondents (42.4%) purchas in electronics .
It is found that most of the respondents (62%) news paper in Ads.
It is found that most of the respondents (55.20%) variety produtcs
It is found that most of the respondents (36.80%) category of the products
It is found that most of the respondents (44%)it`s free space
It is found that most of the respondents (43%) effective for re-prevenatives
It is found that most of the respondents (39.40% )yes cleanly of reminder.
It is found that most of the respondents (43.40%) fast service
It is found that most respondents (63.80%) season ofn offer time.
It is found that most of the respondents (37.8%) buy one get one
It is found that most of the respondents (81.60%) no waiting for billing section
It is found that most of the respondents (88%) food & gamming section avalible.
It is found that most of the respondents (39%) product intrest.
It is found that most of the respondents (63%)more than two times coming in store..
It is found that most of the respondents (38.40%) customer servic
It is found that majority of the respondents (66.40) good of the maintaing.
It is found that majority of the respondents (57.40%) satisfied
It is found that most of the respondents (61%) are ever cotacted customer service.
It is found that most of the respondents (64%) strongly agree.
SUGGESTION
5.2 SUGGESTIONS
• As the majority of the respondents are aware of departmental stores not through advertisement, it is suggested that the store puts in
more efforts in making the advertising media an effective source of information in reaching the customers at large.
• Efforts should be made to reduce the price of certain products like fancy items, children’s toys, etc.,
• Steps should be formulated to make the customers aware of the door delivery system facility provided.
• It is suggested to the management to appoint more number of skilled sales persons in order to attract customers.
• It is recommended to the management to make the billing procedure more convenient.
• Steps should be taken to avoid waiting and arrangements be made to park the customers vehicle without any problem.
• It is suggested to the management to make the department store account for the benefit of the customers and the persons working at the store.
CONCLUSION
CONCLUSION
Through this research had gained the knowledge in different aspects in
different areas and mainly in a ’’A STUDY ON CUSTOMER SATISFICATION ON
GANESH DEPARTMENTAL STORE - PALLADAM’
Modern marketing is consumer oriented The starting point in evolution of market driven strategies in getting know about what, where, when and how the customers are in need of their wants. The various marketing channels are used to provide consumers with a convenient means of obtaining the products and services they desire one. Such retail marketing channel is the departmental stores. The features such as product choice, display of good and other services facility provided attract the customers at large. The study reveals that the customers are satisfied with the contributors made by departmental stores and they are interested in recommending it to other prospective customers.
BIBLIOGRAPHY
BIBLIOGRAPHY
REFERENCE BOOKS:
RESEARCH METHODOLOGY - C.R . KOTHARI
MARKETING RESEARCH - S.S. GUPTA & SHARMA
WEBSITES:
www.sildeshare.net
www.money.livemint.net
www.ganeshdepartmentalstore.com
