A

PROJECT REPORT

ON

“THE STUDY ON CUSTOMER SATISFACTION OF PEOPLE OF VADODARA CITY AT VADODARA

CENTRAL”

Undertaken at:VADODARA CENTRAL, VADODARA

Submitted by:SAGAR GAUR. M

(06MBA53)

Guided by:MR. BHAVESH VANPARIYA

MBA (2007-08)

SHRIMAD RAJCHANDRA INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION

DECLARATION

I hereby declare that the summer project report titled “The study on customer

satisfaction of people of Vadodara at Vadodara Central reference to Vadodara

city” is an original piece of work done by me for the fulfillment of the award of

degree of Master of Business Administration, and whatever information has

been taken from any sources had been duly acknowledge.

I further declare that the personal data & information received from any

respondent during survey has not been shared with any one and is used for

academic purpose only.

SAGAR GAUR .M

ACKNOWLEDGEMENT

I wish to convey my special thanks to Mr. Rajesh Gandhi (Sr.Mark Mang) and

to Miss. Arpita Joshi (Asst Mark Mang) at Vadodara Central, who has been a

constant source of inspiration and encouragement to me.

I feel immense pleasure to thank Dr. Bankim Patel, Director, Shrimad

Rajchandra Institute of Management & Computer application (SRIMCA),

Tarsadi for making available all facilities in fulfilling the requirements for the

research work.

I feel immense pleasure in expressing my deep sense of respect and

indebtedness to my institute project guide, Mr. Bhavesh Vanpariya, Faculty,

Shrimad Rajchandra Institute of Management & Computer application, Tarsadi

for his valuable guidance throughout preparation of this report.

I am sincerely thankful to all the faculty member of MBA department who

directly or indirectly supported me during the project. I am also thankful to all

the non-teaching staff of SRIMCA for their kind support.

SAGAR GAUR.M

SUMMARY OF PROJECT

Objectives of Study:-

Primary: “To study the customer satisfaction of people of Vadodara at Vadodara

Central”.

Secondary:

• To find out the most important factor, this affects the

Consumer satisfaction.

• To find out the most probable features which customer demanding in a

shopping mall.

• To know the top-of-mind awareness of different malls around the city.

• To know the response of the Vadodara Central customers & factors

which customers like or dislike and think of some improvements.

• To know the relationship between the brands and income, occupation

and age.

Design methodology approach:-

The project report includes the information regarding the industry profile,

profile of Pantaloon Retail India Ltd and about Central. It also gives details

about the major findings from study and the research methodology, data

analysis and interpretation, conclusion and suggestions to improve the

perception and satisfaction level of the customers of Vadodara Central.

Data Collection:-

In the research project the primary data collected through questionnaire. And

my sample size was 150 customers of the Vadodara Central at Near Genda

circle, Wadi Wadi, Baroda.

Statistical Tools:-

For analysis purpose, SPSS (Statistical Package for Social Science) soft ware

was used through which I had done different tests for the data analysis and

interpretation purpose like (One sample T test, Eta test, Chi square test,

Correlation, Cross tabulation).

Research design and Sampling method:-

The research design is descriptive. Sampling design is Non-probability and

sampling method is convenience sampling because of time and money

constraints. The sample size is 150 customers of Vadodara Central, Near

Genda circle, Wadi Wadi, Baroda. (51 students, 22 professional, 27 business

person, 36 Govt & Pvt service, 10 self employed & retired and 4 house wives).

Conclusion and Findings:-

The wide range of the product is available for all the age group people at

central. The people are satisfied with the service quality and they feel

outstanding about the staff of the Central. The arrangements of the

products and physical facility are very good.

People are preferred Central as most preferred destination for shopping at

Vadodara city and most of the people are visiting the mall twice and thrice

in a month for shopping. The major purchase done by the 20 to 30 years of

the age group people.

Pantaloons and Westside are the other preferred choice for the people of

Vadodara for shopping in the Vadodara city.

Recommendation:-

Some more products which are needed for the life style maintaining and the

range of the available products should be increased.

The Vadodara Central will face a close competition from Big Bazaar and up

coming retail malls and retail malls which are existing from other malls of

different business groups, so the Central should also concentrate on middle

class of peoples and put some product of lower price so that they will also

preferred Central for the shopping than other stores.

TABLE OF CONTENTS

Sr.No.

Topic PageNo.

1.0 Introduction1.1Industry Profile1.2Company Profile1.3Central Profile1.4Literature Review

01030507

2.0 Research Methodology2.1 Problem definition2.2 Objectives of Study2.3 Research Methodology2.4 Statistical Test Used2.5 Statistical terms used

0910101314

3.0 Data Analysis & Interpretation 15

4.0 Findings 96

5.0 Conclusion 98

6.0 Recommendations 99

7.0 Bibliography 100

8.0 Appendix 101

Chapter1

INTRODUCTION

Chapter2

RESEARCH METHODOLOGY

Chapter3

DATA ANALYSIS AND

INTERPRETATION

Chapter4

FINDINGS

Chapter5CONCLUSION

Chapter6

RECOMMENDATIONS

Chapter7 BIBLIOGRAPHY

Chapter8APPENDIX