GUIDE CERTIFICATE

CHAPTER-1

INTRODUCTIONOBJECTIVE OF THE STUDY

Primary Objectives:- To study the attitudes and behaviors of customers towards the products of yamaha. To find out the differences among perceived service and expected service. Secondry Objectives:-

To understand consumers preferences.

To access the degree of satisfaction of the consumers

To determine customer preference while selecting yamaha and its competitors.SCOPE OF THE STUDY

This study is limited to the consumers with in Faridabad city.

The study will be able to reveal the preferences, needs, satisfaction of the customers regarding the services of the company.

It also help company to know whether the existing products or services are offering are really satisfying the customers needs. To study the fact about the yamaha India pvt. Ltd. as a group.

To understand and analyze various HR factors including its competitors policyRESEARCH METHODOLOGYDefine Research:-

Research as The manipulation of things ,concepts of symbols for the purpose of generalising to extend,correct or verify knowledge,whether that knowledge aids in construction of theory or in the practice of an art .

Types of Research:-

Research problem Research design Sampling design Data collection method Analysis and interpretation of dataResearch Used:-

SAMPLING DESIGNConvenience sampling method is used for the survey of this project. It is a non-probability sample. This is the least reliable design but normally the cheapest and easiest to conduct .In this method Researcher have the freedom to choose whomever they find, thus the name convenience. Example includes informal pools of friends and neighbors or people responding to a newspapers invitation for readers to state their position on some public issue.

SAMPLE SIZESample size denotes the number of elements selected for the study. For the present study, 100 respondents were selected at random. All the 100 respondents were the customers of different branches of the company. METHOD OF DATA COLLECTION

Primary Method:-

To know the response, the researcher used questionnaire method. It has been designed as a primary research instrument. Questionnaires were distributed to respondents and they were asked to answer the questions given in the questionnaire.

Secondry method:-

The questionnaires were used as an instrumentation technique, because it is an important method of data collection. The success of the questionnaire method in collecting the information depends largely on proper drafting. So in the present study questions were arranged and interconnected logically. The structured questionnaire will reduce both interviewers and interpreters bias.

Further, coding and analysis was done for each questions response to reach into findings, suggestions and finally to the conclusion about the topic.

LIMITATIONS Although the study was carried out with extreme enthusiasm and careful planning there are several limitations, which handicapped the research viz,

Time Constraints:

The time stipulated for the project to be completed is less and thus there are chances that some

information might have been left out, however due care is taken to include all the relevant

information needed.

Sample size:

Due to time constraints the sample size was relatively small and would definitely have been more representative if I had collected information from more respondents.

Accuracy:

It is difficult to know if all the respondents gave accurate information; some respondents tend to give misleading information.

TYPES OF DATAEvery decision poses unique needs for information, and relevant strategies can be developed based on the information gathered through research. Research is the systematic objective and exhaustive search for and study of facts relevant to the problem.

Research design means the framework of study that leads to the collection and analysis of data. It is a conceptual structure with in which research is conducted. It facilitates smooth sailing of various research operations to make the research as effective as possible.PRIMARY DATA

Primary data are those collected by the investigator himself for the first time and thus they are original in character, they are collected for a particular purpose.

A well-structured questionnaire was personally administrated to the selected sample to collect the primary data.SECONDARY DATA

Secondary data are those, which have already been collected by some other persons for their purpose and published. Secondary data are usually in the shape of finished products.

Two types of secondary data were collected for the preparation of the project work:

Internal Data was generated from companys brochures, manuals and annual reports

External Data, on the other hand, was generated from magazines, research books, intranet and internet (websites).

CHAPTER-2

REVIEW OF LITERATURECUSTOMER SATISFACTIONCustomer satisfaction refers to the extent to which customers are happy with the products and services provided by a business.

Customer satisfaction levels can be measured using survey techniques and questionnairesDEFINITIONS

Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations.

Definition 2: Customer satisfaction is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation.

Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a minimum negative departure from expectations when compared with other acquisitions.

Gaining high levels of customer satisfaction is very important to a business because satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business.

There are many factors which lead in high levels of customer satisfaction including.

Products and services which are customer focused and hence provide high levels of value for money.

What is clear about customer satisfaction is that customers are most likely to appreciate the goods and services that they buy if they are made to feel special. This occurs when they feel that the products and services that they buy have been specially produced for them or for people like them.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly becoming a vital business issue as organization realize the benefits of Customer Relationship Management (CRM) for providing effective customer service. Professionals working within customer-focused business or those running call centers or help desks, need to keep informed about the latest customer satisfaction techniques for running a valuable customer service function. From small customer service departments to large call centers, the importance of developing a valued relationship with customers using CRM is essential to support customer and long-term business growth.

What Do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to develop a clear understanding of what exactly the customer wants. We need to know what our customers expect from the products and services we provide.

Customer expectations have two types

Expressed

Implied

Expressed Customer Expectations are those requirements that are written down n the contract and agreed upon by both parties for example, product specifications and delivery requirements. Suppliers performance against these requirements is most of the items directly measurable.

Implied Customer Expectations are not written or spoken but are the ones the customer would expect the supplier to meet nevertheless. For example, a customer would expect the service representative who calls on him to be knowledgeable and competent to solve a problem on the spot.

There are many reasons why customer expectations are likely to change overtime. Process improvements, advent of new technology, changes in customers priorities, improved quality of service provided by competitors are just a few examples.

The customer is always right. Suppliers job is to provide the customer what he/she wants, when he/she wants it. Customer satisfaction is customers perception that a supplier has met or exceeded their expectations.

WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customers requirements fully because these have to be met in any case. However failing short is certain to create dissatisfaction.

Major Attributes of customer satisfaction in companying industry can be summarized as:

Product quality

Premium Outflow

Return on Investment

Services

Responsiveness and ability to resolve complaints and reject reports.

Overall communication, accessibility and attitude.

WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:

Periodic contract reviews

Market research

Telephonic interviews

Personal visits

Warranty records

Informal discussions

Satisfaction surveyDepending upon the customer base and available resources, we can choose a method that is most effective in measuring the customers perceptions.

CUSTOMER SATISFACTION SURVEYSFormal survey has emerged as by far the best method of periodically the customer satisfaction. The survey are not marketing tools but an informationgaining tool. Enough homework needs to be before embarking on the actual survey. This includes:

Defining Objectives of the Survey

Design Survey approach

Develop questionnaires and forms

Administer Survey (Email, Telephone or Post)

Method of compiling data and analyzing the findings

Format of the report to present the findings

There is no point in asking irrelevant questions on a customer satisfaction questionnaire. The basic purpose is to find out what we are doing right or wrong. Where is the scope for improvement, where do we stand vis--vis other suppliers. How we can serve the customer better?

A customer satisfaction measurement survey should at least identify the following objectives:

Importance to customers (Customers priorities)

Customers perception of suppliers performance

Your performance relative to customers priorities.

Priorities for improvement

Survey forms should be easy to fill out with minimum amount of time and efforts on customers

part. They should be designed to actively encourage the customer to complete the questions. Yet they must provide accurate data should also be sufficiently reliable for management decision making. This can be achieved by incorporating objective type questions where customer has to rate on scale of say 1 to 10.

Normally, we deal various personnel at various levels in the customers organizationthe buyer, user, receiving inspector, finance and purchase person etc. surveying a number of respondents for each customer gives a complete perspective of customer satisfaction. It may be necessary to device a different questionnaire for each of them.

Respondents must be provided a way to express the importance they attach to various survey parameters. Respondents should be asked to give a weighting factor, again on a rating scale of say, 1 to 10, for each requirement. This gives a better indication of relative importance of each parameter towards overall customer satisfaction and makes it easier for suppliers to prioritize their action plans by comparing the performance rating (scores) with importance rating (weighing).

CONSUMER RESEARCH IN DIFFERENT DISCIPLINES

A considerable body of literature exists on consumption, consumer behaviour and consumer decision making process.

CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence buying behavior.

The process can be depicted as follows:-

Need recognition- realization of the difference between the desired and the current situation that serves as a trigger for entire process. Search for information.

Pre purchase alternative evaluation.

Consumption(utilization of the procured option)

Post purchase alternative re-evaluation.

Divestment(disposal of the unconsumed product and its remnants CUSTOMER SATISFACTIONWe can asset that the buyer forms a judgment of value and acts on it. Whether the buyer is satisfied after purchase depends upon the offers performance in relations to the buyers expectation.

Satisfaction is the level of a person felt state resulting from comparing a products perceived performance (outcome) is relation to the persons expectations. Thus the satisfaction level is a function of the difference between perceived performance & expectations. A customer could experience one of three levels of satisfaction. If the performance falls short of expectations, the customer is unsatisfied. If the performance matches the expectations, the customer is satisfied, pleased or delighted. But the question arise how do buyer from their expectations? Expectations are formed on the basis of the buyers past buying experience, statements made by associates, friends and marketer and competitor information and promises. If the marketer raises expectations too high, the buyer is likely to be disappointed if the company fails to deliver. On the other hand, if the company sets expectations too low, it wont attract enough buyers although it will satisfy those who buy. MISSION STATEMENTTo grow company by providing innovative, strong and high performance products and solutions to meet global customers needs. HDFC BANK PVT, LTD

will support world class products by providing superior customer care. HDFC BANK PVT, LTD

care extends to the environment and the community.

A customer is our Paymaster A customer is the most important person in the company, whether we meet him in person, he writes or telephones us. A customer is not independent on us..We are dependent upon him for our living.A customer is not an interruption to our workHe is the purpose of it. He is doing us a favour by giving us an opportunity to serve him.A customer is not someone with whom to argue or match our wits..No one ever won an argument with a customer.A customer is a person who comes to us because he needs certain goods or services. It is our job to provide them in a way profitable to him and ourselves.A customer is not a cold statistic. He is flesh and blood human being with emotions and prejudices like our own. Why Customer is important for us?

Because our salary is paid by the customer Because customer is the reason for our existence Because if there are no customers, the organization will cease to exit. Because ultimately we all are serving the customers, whether directly or indirectly.

Always Remember

You are serving the customer directly since are based at a HDFC BANK PVT,LTD DealershipYou are the person who has an opportunity to be in contact with the customer throughout the machine life.

For a customer you are a representative of HDFC BANK PVT, LTD..When you present yourself to the customer, you present an image of HDFC BANK PVT, LTD.You are a brand ambassador of HDFC BANK PVT, LTD

You are there to provide solutions to the customers problems. What do Customers want?

Customers are human beings like us. Human beings have emotions. The emotional needs of the customers have to be satisfied during any interaction or transaction.

Every Customer Wants-

To feel In Charge

Customers want to feel they are in control of a situation when they are dealing with you. They need to feel that that they are not being manipulated, that they are getting to where they want to get.Respect Everybody wants to feel good about themselves. They like to feel that they have done the right thing, and you should reinforce this view of themselves. Fairness

People do not necessarily expect special treatment, but they do expect to be treated as well as everyone else. Nobody likes to feel that they have been taken advantages of in anyway. Friendliness

Customers want to feel good about those they have dealings with. They want to have confidence in them, and to be made to feel welcome.

Knowledge

Customers want to know what is happening so that they can make of what is going on. They will respect your expertise, but will not want to treat as idiots.

Confidence

Customers need to feel that the people and organizations they deal with are trustworthy and will keep their promises.

As we know successful completion of any report and getting genuine results from that depends upon the method used by the researcher.

This report involves study of CUSTOMER SATISFACTION AND AFTER SALE SERVICE.

RESEARCH INSTRUMENT QUESTIONNAIREQuestionnaire and personal interview was main weapon to extract information from the respondents. Questionnaire is a formal list of question asked in person or in writing. The structure of the questionnaire included multiple choices of question, rating and ranking question, dichotomous question and demographic questions. The questionnaire used by me was structured and non disguised one. The questionnaire was typed and made in a systematic pattern so as to make it easily understandable to the respondents. These questionnaires were circulated and explained the important aspects and objectives of the study.PROBLEM DEFINATION AND RESEARCH OBJECTIVEIn the current competitive market Scenario of HDFC BANK PVT, LTD

its difficult to maintain current market shares and to capture more market shares special strategies are needed.

There is no doubt that HDFC BANK PVT, LTD

is the market leader but its market shares. So HDFC BANK PVT, LTD

has made its marketing objective to increase its market share and hold down its current customers. For a leader the situation is tougher first, he has to hold down its current customers, after that he thinks about attracting other.

CHAPTER - 3COMPANY PROFILEINDUSTRY PROFILE

Banking is an important branch of commerce and banks are essential commercial institution which facilitate trade. Banks occupy an important position in the modern business world. No country can make commercial and industrial progress without well organized banking system. By providing facilities for deposit, banks encourage the habit of saving among people. They mobilize small savings and channelise them into productive uses. They provide facilities for safe custody, investment and transfer of money. Banks provide both short-term and long-term finance to businessmen. The credit policy of bank determines the level economic activity in the country.

Banks play an important role in all foreign exchange tractions in India. All receipts and payments in foreign exchange are required to be settled in almost all cases through a bank authorized to deal in foreign exchange. Section 6 of Foreign Exchange Regulation Act requires the bank to obtain a license from Reserve Bank of India (RBI) to deal in foreign exchange, and such banks are the authorized dealers in foreign exchange.

Indian national and persons of Indian origin resident abroad can open bank accounts in India freely, out of funds remitted from abroad in foreign exchange, or out of funds legitimately due to them in India. RBI has granted general permission to Authorized Dealers to open such accounts freely, although in some cases the requests of non-residents will have to be approved by RBI.

Besides authorized dealers the RBI has permitted certain state co-operative banks, scheduled commercial banks and urban co-operative banks, which do not hold licenses as full-fledged authorized dealers, but which fulfill the eligibility criteria, prescribed by RBI, to maintain non-resident external accounts in rupees. They can not maintain foreign currency (non-resident) accounts (bank) scheme.DEVELOPMENT OF INDIAN BANKING SYSTEM:

Banking in India, on modern lines, was started by English agency houses of Calcutta and Bombay which functioned on the basis of unlimited liability. They also issued currency, untill this privilege was withdrawn in 1862. it was only in 1860 the principle of limited liability was accepted under Indian law. subsequently, There was a spurt of in the establishment of banking companies. Several of the early banks failed on account of speculation and mismanagement.

The Reserve bank of India (RBI),The central bank of the country came into existence in1935 as a consequences of the passing of the RBI Act in1934. The banking regulation Act was passed in1949 giving wide powers to RBI to regulate, supervise and develop the banking system. The act vested licensing powers on RBI as also the authority to conduct inspection of banks. RBI worked towards institutionalization of saving and adapting the credit system to the emerging needs of the economy. The consolidation of the banking structure and emergence of large commercial banks amalgamations and mergers of smaller and weak banks also marked this period

COMPANY PROFILE

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.HDFC Bank Limited, a private sector bank, provides financial services to corporations, and middle and upper-income individuals in India. It operates in three divisions:

Retail Banking,

Wholesale Banking, and

Treasury Operations.

Retail Banking:

The Retail Banking division provides various deposit products, loans, credit cards, debit cards, third party mutual funds and insurance, investment advisory services, and depositary services.

Wholesale Banking:

The Wholesale Banking division offers loans, deposit products, documentary credits, guarantees, bullion trading, foreign exchange, and derivative products, as well as cash management services, clearing and settlement services for stock exchanges, tax and other collections for the government, custody services for mutual funds, and correspondent banking services.

Treasury Operations:

The Treasury Operations division manages debt securities, money market operations, foreign exchange, and derivative products

Helping Indians experience the joy of home ownership. The road to success is a tough and challenging journey in the dark where only obstacles light the path. However, success on a terrain like this is not without a solution.

As we found out over two decades ago, in 1977, the solution for success is customer satisfaction. All you need is the courage to innovate, the skill to understand your clientele and the desire to give them your best.

Today, over a million satisfied customers whose dream we helped realize, stand testimony to our success.

Our objective, from the beginning, has been to enhance residential housing stock and promote home ownership.

Now, our offerings range from hassle-free home loans and deposit products, to property related services and a training facility.

We also offer specialized financial services to our customer base through partnerships with some of the best financial institutions worldwide Housing Finance Sector.

Housing Finance Sector

Against the milieu of rapid urbanization and a changing socio-economic scenario, the demand for housing has grown explosively. The importance of the housing sector in the economy can be illustrated by a few key statistics. According to the National Building Organization (NBO), the total demand for housing is estimated at 2 million units per year and the total housing shortfall is estimated to be 19.4 million units, of which 12.76 million units is from rural areas and 6.64 million units from urban areas. The housing industry is the second largest employment generator in the country. It is estimated that the budgeted 2 million units would lead to the creation of an additional 10 million man-years of direct employment and another 15 million man-years of indirect employment.Having identified housing as a priority area in the Ninth Five Year Plan (1997-2002), the National Housing Policy has envisaged an investment target of Rs. 1,500 billion for this sector. In order to achieve this investment target, the Government needs to make low cost fun.

HDFC- GENESIS: The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. Network of over 250 branches spread over 135 cities across the country. All branches are linked to each other through an online real time basis. . Customers in 80 locations are also serviced through Phone Banking.

The Bank also has a chain of over 800 networked ATMs across these cities.

Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express credit/ chargecardholders.

The Bank's expansion plans take into account the need to havea presence in all major industrial and commercial centres where itscorporate customers are located as well as the need to build a strong retailcustomer base for both deposits and loan products.

Being a clearing/settlement bank to various leading stock exchanges, the Bankhas branches in the centers where the NSE/BSE have a strong and activemember base

HDFC Bank operates in a highly automated environment in terms ofinformation technology and communication systems. All the bank'sbranches have connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). The Bank has made substantial efforts and investments in acquiring the best

technology available internationally to build the infrastructure required for a world-class bank. In terms of software, the Corporate Banking business is supported by Flex cube, while the Retail Banking business by Fin ware, both from i-flex Solutions Ltd. The systems are open, scalable and web-enabled. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web- enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share.

In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share. The Bank has received recognition both nationally and internationally for 'The Best Bank' on various parameters in publications like Euro money and Finance Asia.The Bank's IT department has a total staff strength of 120 (approx.),with a mix of functional and technical specialists.

CHAPTER - 4

DATA ANALYSIS

&

INTERPRETATION

Data Analysis

Questionnaire targeted at the employees:-

A questionnaire was prepared for the purpose of getting feedback from the employees regarding the Stress management in Banking Sector, (Special report on HDFC Bank). Around 50 employees were selected from different branches of the HDFC Bank and questionnaire was given to them for the purpose of study.

The analysis of the data is done as per the survey findings. The data is represented graphically in percentage.

Q1. How much employee manage time effectively?

AlwaysUsuallySeldom

25%40%35%

TABLE 4.1

FIGURE 4.1

INTERPRETATION:

25% employees always manage time effectively, 40% usually and 35% seldom.

Q.2 I use assertive statements to protect my right to say no to others?alwaysseldomUsually

35%25%40%

TABLE 4.2

FIGURE 4.2

INTERPRETATION: 35% employees always use assertive statements to protect my right to say no to others, 25% seldom and 40% usually. Q.3 I regularly share my feelings with someone close to me?

alwaysSeldomusually

48%22%30%

TABLE 4.3

FIGURE 4.3

INTERPRETATION:

48% employees regularly share my feelings with someone close to me, 22% seldom and 30% usually.

Q.4 I do community work with that is meaningful to me?alwaysseldomusually

36%30%34%

TABLE 4.4

FIGURE 4.4

INTERPRETATION:

36% employees do community work with that is meaningful to me, 30% seldom and 34% usually.Q.5 I eat balance diet with lots of fresh fruits and vegetables?

alwaysseldomusually

50%20%30%

TABLE 4.5

FIGURE 4.5

INTERPRETATION:

50% employees are eat balance diet with lots of fresh fruits and vegetables, 20% seldom and 30% usually.

Q.6 I do aerobic exercise at least three times each week?

alwaysseldomusually

40%25%35%

TABLE 4.6

FIGURE 4.6

INTERPRETATION:

40% employees do aerobic exercise at least three times each week, 25% seldom and 35% usually.

Q.7 I practice relaxation techniques daily?

alwaysseldomusually

20%38%42%

TABLE 4.7

FIGURE 4.7

INTERPRETATION:

20% employees practice relaxation techniques daily, 38% seldom and 42% usually.

Q.8 I avoided unhealthy habits for coping with stress?

alwaysseldomusually

28%42%30%

TABLE 4.8

FIGURE 4.8

INTERPRETATION:

28% employees avoided unhealthy habits for coping with stress, 42% seldom and 30% usually.

CHAPTER - 5CONCLUSIONS

&

RECOMMENDATIONS

CONCLUSIONS The report entitled CUSTOMER SATISFACTION has helped me in studying about the services and products offered to consumers by the organization.

Since the opening up of the organization, HDFC BANK Pvt, Ltd is in the fray each one trying to cover more market share than the other. The most important thing that create a good name to any organization is its services and products that can well satisfy its customers hence customer satisfaction is very crucial and important tool of business.

In short, I would like to say that the very act of the concerned management at HDFC BANK Pvt, Ltd in critically examining consumer satisfaction towards all products and services of the company is a step in their continual mission of making all round improvements as a means of progress. I am sure the company has a very bright future to look forward to and will be a trailblazer in its own right.

RecommendationS

Some of the recommendations for the HDFC BANK would be following here.

It need to focus more in to middle segment of the customer because they are very price sensitive and they ready to take an advantage of this. It need to focus more in to marketing problem because customer satisfaction depends upon this.

It need to focus cheap availability of the products.

It need to change their customer segmentation like other competitors which focus more towards luxury segment.

Customer Satisfaction is depends upon what customers perceive with the brand which is good sign for the company can keep continue with this strategy.

It need to focus on its prices which are more than any other competitor with the same product.BIBLIOGRAPHY

Anderson E. W. & Sullivan

Customer satisfaction of firms, marketing science

Babakus E. and Boller G. W. (1992) An Empirical Assessment of the SERVQUAL

BBC, (2009)

Kothari C.R-research methodology-Sultan chand publications-NEW DELHI-2005

Kotler Philip-marketing management-pearson education PTE. LTD 482 F.I.E DELHI-2003

WEBSITE http//:www.wikipedia.org

http//:www.naukrihub/customersatisfaction.com

http://www.google.co.in/search?q= consumer + satisfaction & rls = com

ANNEXUREQUESTIONNAIRE -1

1. Name of the show room____________________________________

2. Address of the show room __________________________________

Supply

1. Are you satisfied with the supply yes / no

2. What are the brands you most need___________________________

Growth

1. What are your growth rate in 2008-2009(in percentage)____________

2. What will be your expected growth in 2010-2012 _________________

3. Programmed of purchases(2009-2010) Rs_______________________

Remarks

Name of the branch___________________________________________

QUESTIONNAIRE -2

Respondent name____________________________________

Sex: _____________________________________

Age: _____________________________________

1. Which type of footwear you prefer and why?

Formal

Casual

Sports

2. Which company you prefer the most for footwear and why?

Bata Liberty

Paragon Metro

Woodland Reebok

Nike Adidas

Other

3. Would you like to buy footwear from a show room or from an ordinary shop?

Show room

Ordinary shop

4. According to you, what matters and why?

Quality

Cost

5. What gives you more satisfaction?

Name of company __________________________________________

Cost of product ____________________________________________

Quality of product___________________________________________

6. What is the difference between the local company and well known company?

Local company well known company

(1)______________ (1) _______________

(2)______________ (2) ________________

7. Which problem does you face and what modification you want?

_____________________________________________________

_____________________________________________________

ANNEXTURE- 3

QUESTIONNAIRE -3

Name :

Sex: M / F

Age group:

15-20

25-30

Above 30

OCCUPATION

Student Servicemen

Businessmen

Housewife

Working lady

INCOME (PER MONTH)

Rs .5000-10000 Rs .10000-15000

Above Rs 15000

2. Which brands of footwear do you like?

Bata Liberty

Woodland Paragon

Metro Reebok

Nike Adidas

Other

3. Specify the reason for purchase of particular brand of liberty footwear, rank according to your choice.

Range Quality

Fashion Discount

Offers Comfort

4. Sources of motivation for purchasing footwear?

Friends Parents

Shopkeepers Advertisement

Personal liking

5. Which media do you like most for advertisement?

T.V. Hoarding

Newspaper Magazines

6. On which channel would you prefer an ad of footwear?

ESPN Zee

Star plus Sony

Other

3