A Study On Customer Satisfaction Towards Departmental Stored in Raipur City Satyajit Sarkar

A
RESEARCH REPORT
ON
“A Study on Customer Satisfaction towards Departmental
Stored in Raipur city”
Submitted in partial fulfillment of the requirement for the degree of
Master Business Administration
Of
Chhattisgarh Swami Vivekanand Technical University, Bhilai, (C.G)
Session 2009-2010
Submitted By:
SATYAJIT SARKAR
MBA 2nd Sem
Shri Shankaracharya Institute of

Professional Management and
Technology
SSIPMT/MBA/SATYAJIT SARKAR Page 1
Raipur(C.G)
P.O.: Sejabahar, Mujgahan
DECLARATION
I the undersigned solemnly declare that the report of the thesis
work entitled “a study on customer satisfaction towards departmental stored in
Raipur city” is based on my own work carried out during the course of my study
I assert that the statements made and conclusions drawn are an
outcome of my research work. I further declare that to the best of my knowledge and
belief the report does not contain any part of any work which has been submitted for
the award of MBA degree or any other degree/diploma/certificate in this university
or any other university of India or abroad.
SATYAJIT SARKAR

MBA 2nd SEM
Shri Shankaracharya Institute of

Professional Management and
Technology
DEPARTMENT OF MANAGEMENT
CERTIFICATE
This is certify that project work entiteld “A Study on
Customer Satisfaction towards Departmental Stored in Raipur city ”
carried out by the SATYAJIT SARKAR MBA 2nd SEM, 2010 is
submitted towards partial fulfillment for the award of degree of MBA
session 2009-2011.

Date: - APPROVED BY-
Place: - HEAD
DEPARTMENT OF MANAGEMENT
ACKNOWLEDGEMENT
Guidance, help and encouragement leads to the successful completion of a

projcet. To cater me an opportunity and to help me in the copletion of the
project, I express my earnest gratitude towards my research guide
Mr.Nitin Jain Lecturer, shri shankaracharya institute of professional
management & technology. To make me understand the nitty-gritty’s of a
research and for being so kind and humble.
For making significant contribution directly or indirectly n the project.

I extend my hearty gratitude towards Lecturer Ms Sapna Kochhar and
Mr.Yayati Boruah.

Finally I thank all the respondents, friends and other people for providing
their valuable opinion and helping me in successful comletion of the
project.
Date: - SATYAJIT
SARKAR
Place: - MBA II SEM (SSIPMT)
Table of Content
1. CHAPTER 1
1.1.Introduction of study
1.2.Background Study
2. CHAPTER 2
2.1.Research Plan
2.2.Factor that influence of Buyer behaviour
3. CHAPTER 3
3.1.The Project Brief
4. CHAPTER 4
4.1.Research Methodology
5. CHAPTER 5
5.1.Data Tabulation, Analysis
5.2. Results of Graphical Representation
6. Reference............................................................................................
7. Annexure...........................................................................................
8. Questionnaire.....................................................................................

A Study on Customer Satisfaction towards Departmental Stored in
Raipur city.
______________________________________________________
Shri Shankaracharya Institute of Professional Management &
Technology, Raipur,
CHAPTER 1

Introduction of the Study
Gone are the days were the consumer went in search of

materials from shop to shop. Today, things are made available in one shop, one place.
These days, consumer buying is not mere transfer of item from seller to buyer.
Consumer wants buying to become a happy affair. They would like to see, touch and
feel the commodities that they buy. Understanding this psychology for the consumer
many organizations have come to make purchase of happy affair
A department store is a retail establishment which specializes in satisfying a wide
range of the consumer's personal and residential durable goods product needs; and at
the same time offering the consumer a choice multiple merchandise lines, at variable
price points, in all product categories. Department stores usually sell products
including apparel, furniture, home appliances, electronics, and additionally select other
lines of products such as paint, hardware, toiletries, cosmetics, photographic
equipment, jewellers, toys, and sporting goods. Certain department stores are further
classified as discount department stores. Discount department stores commonly have
central customer checkout areas, generally in the front area of the store. Department
stores are usually part of a retail chain of many stores situated around a country or
several countries.
Background study
Background study, as has been mention earlier, forms in important part of our
research. Various books, database and online resources were explored to enhance our
understanding of industry, the company and the pricing concepts. We shall dwell on
each of this, in this chapter.
Department stores are places where you can find everything you need. And by
"everything" means clothes, shoes, perfumes, and even home furnishings. The rise of
department stores has made shopping easier and more convenient for most people. We
no longer have to travel far and wide because these places have materialized
everywhere in various countries. And since there are abundant sources of these shops,
searching for the perfect shopping center has been a tad tricky for the eager shoppers.

Shopping In Two Ways
Years ago, shopping was a task that can only be completed through personal visits to
stores. There were only a limited number of stores to purchase the people's wants and
needs. Shoppers also used to pay for the merchandise through cash. But today,
shopping has become a complex yet easy process for most people. Because of the rise
in the number of department stores and the various ways to shop for the things you
need, shopping has become a simpler task for everyone.
Department store shopping can now be done through personal or online visit.
Shopping personally for the items you need would require you to visit several shops.
Many prefer this type of shopping because they can have a personal view of the items
they need.
Regardless of the way people shop, they need to have access to the various department
stores nearest to their areas. And because we deem this essential for your convenience,
Department Stores Locally is providing you access to the best shops situated in UK.
Take a peek at the smallest to largest department stores within your vicinity by
browsing this site. You will definitely have ways to contact the department stores that
can provide everything you need.

MARKETING
Marketing is more important as it relates to consumer and their needs, whatever may
be the objectives of business, the main in which it has to concentrate will be
marketing. Business today, concentrating on marketing is found to be fairly successful
though success depends on many other factors. The purchase decision being an
essence is an important aspect of marketing. Consumers are liable for influence under
different environment.
Under these circumstances a study has been conducted to analysis the preference of
consciences towards departmental stores. Channel of distribution is also called
marketing channel or trade channel, are used to provide consumer with a convenient
means of obtaining the products and services they desire. Thus, the route or path
through which goods more from the place of production to the place of consumption is
called channel to distribution. There are various persons or business consumer such as
middlemen consisting of wholesalers and retailers.
DEPARTMENTAL STORES
A departmental store, a retail trade shop, was started at strategic place to please the
customer by giving him the choice of selecting all that he wants. Every business is
based on understanding the consumer and providing the kind of products that the
consumer want every businessman today makes some effort to convince the consumer
for buying a product in a particular shop and for this reason, the researcher has under
taken a survey as to why they prefer departmental store?

What are the reasons for their purchase at a departmental store? What makes them to
select departmental stores? Those other forms of retails outlet in Raipur city.
STATEMENT OF PROBLEM
The study of the consumer behaviour enable us to analysis one’s own decision in
buying. The very look of the departmental store attracts people, the way in which
products are visited not only to buy, but also spend sometimes in the cafeteria and to
enjoy the atmosphere, the consumer takes a look to choose the product and
understands the inferential as well as the external factors. This is done in a clean
unpolluted atmosphere in departmental store. It is a matter for study as to why people
come and buy from a departmental store.
CONSUMER BEHAVIOUR
Consumer behaviour is defined as that behaviour exhibited by people in planning,
purchasing and using economic goods and services. Buyers behaviour is the process
by which individuals decide whether, what, when, where, how and from whom to
purchase goods and services.
“Instead of trying to market what is easier for us to make, we must find out much more
about what the consumer is willing to buy – we must apply our creativeness more
intelligently to people, and their wants and needs rather than to product” – Charles G.
Martina emphasizing on the above statement, the target of all marketing activities
should be consumers. The firms have to device plans and implement them so as to

achieve consumer satisfaction. This calls for an analysis of how consumer behaves in
the market place. Buyer behaviour may be viewed as an orderly process whereby the
individual interacts with his environment for the purpose of making market decisions
on products and services
Thus, the chief characteristics of buyer behaviour are:

1. It includes observable physical activities, such as walking through the market to
examine the products and in making a purchase, and mental activities – such as
forming attitudes, perceiving advantages materials and learning to prefer a
particular brand. The consumers apply both the activities to acquire goods and
services and obtain satisfaction from them.
2. Consumer behaviour is a complex and dynamic concept, too constantly
changing, and therefore management need to adjust with the change, otherwise
the market may be lost.
3. The individual’s specific behaviour in the market place is affected by interval
factors such as needs, motives, perception and attitudes as well as by external or
environmental influences such as the family, social groups, cultural, economic
and business influences.
To achieve a better understanding of the
consumer behaviour, study of those disciplines, which may provide
some explanations as to “why people behave as they do” is
required. The internal and external forces and influences interact in

highly complex ways, affecting the individual’s total pattern of
behaviour as well as his buying behaviour.
EVALUATION OF ALTERNATIVES
A consumer uses information to arrive at a set of final brand choices. The
question is, how does the consumer choose among the alternative brands in the choice
set? He evaluates the various alternatives available in the market on the basis of
certain attributes. There is no simple and single evaluation process used by all
consumers or by one consumer in all buying situations. The attributes of interest to
buyer vary by product, their need, quality, style, etc.
PURCHASE DECISION
Having evaluated the purchase alternatives, he has to decide whether to buy or not to
buy. If he has decided to buy, then he has to take decisions regarding the brand, the
quantity of purchase, the place of purchase and the mode of payment to the made.
POST PURCHASE BEHAVIOUR

After purchasing the product, the consumer will experience some
level of satisfaction or dissatisfaction. This will influence his subsequent behaviour. If
he is satisfied, he will show more interest to buy the product the product or get
information that might confirm its high value. Hence, to satisfy a consumer, a market
must try to convince him to choose a product, the attributes for which a consumer
gives importance must be analyzed.

The marketer’s job does not come to an end as soon as the product is being bought, but
continues into the post purchase period. Further, proper understanding of the various
participant’s behaviour in the buying process and the major influences on their buying
behaviour, will help the marketers to design effective marketing programs for their
target markets.
BUYING DECISION PROCESS

This model implies that consumer pass through all five stages in buying
something. This is not the case in respect of low – involvement purchases. Consumer
might skip or reverse some of these stages. Understanding consumer needs and buying
process is essential to building effective marketing strategies
BUYING DECISION PROCESS
PROBLEM RECOGNITION
INFORMATION SEARCH
EVALUATION OF ALTERNATIVES

DECISION - MAKING
TO BUY NOT TO BUY
POST-PURCHASE BEHAVIOUR
CHAPTER 2
Research Plan
Departmental Store in Raipur

Big Bazar
Big Bazar, a part of the Pantaloon Group, is a hypermarket
offering a huge array of goods of good quality for all at affordable prices.
Big Bazar with over 50 outlets in different parts of India is present in both
the metro cities as well as in the small towns. Big Bazar has no doubt
made a big name in the retail industry of india, moreover shopping here is
further made a memorable experience with the varied rates of discounts
on products as well as discount vouchers available in a variety of amounts
Raipur, India, July 19, 2007 - Pantaloon Retail (India) Limited, a part of
the Future Group, today announced its entry in the State of Chhattisgarh
with the opening of it’s largest chain of hypermarket store – BIG
BAZAAR – in Raipur city. Widely known for it’s unbelievable pricing
and unmatched offers throughout the year, the popular Big Bazaar will
cater to the entire household needs of the citizens of Raipur city.
Vishal Mega Mart

Vishal is one of fastest growing retailing groups in India. Its outlets
cater to almost all price ranges. The showrooms have over 70,000
products range which fulfills all your household needs, and can be catered
to under one roof. It is covering about 29, 90, 146 sq. ft. in 24 states
across India. Each store gives you international quality goods and prices

hard to match. The cost benefit that is derived from the large central
purchase of goods and services is passed on to the consumer.
Westside
The Westside stores have numerous departments to meet the
varied shopping needs of customers. These include Menswear, Women’s
wear, Kid’s wear, Footwear, Cosmetics, Perfumes and Handbags,
Household Accessories, lingerie, and Gifts. The company has already
established 41 Westside departmental stores (measuring 15,000 - 30,000
square feet each) in Raipur (C.G) Ahmedabad, Bengaluru, Chennai,
Delhi, Gurgaon, Ghaziabad & Noida (to be considered as 1 city),
Hyderabad, Indore, Jaipur, Kolkata, Ludhiana, Lucknow, Mumbai,
Mysore, Nagpur, Nashik, Pune, Rajkot, Surat, Vadodara and Jammu. The
company hopes to expand rapidly with similar format stores that offer a
fine balance between style and price retailing.

Factors That Influence Buyer Behaviour
Throughout the buying process, various factors may
influence the buyer. A person’s culture, social class, reference
groups and self-image all have a bearing on the purchase decision.
As to the situational factors like the presentation of the product, the
events in the buyer’s life and the person’s mood at the time of
purchase also induce him to purchase a product of his choice.
1. CULTURAL FACTORS
Culture is the most fundamental of a person’s wants
and behaviour. It refers to a set of learned beliefs, attitudes, values,
customs, habits, etc., and determines human wants and behaviour.
Separate marketing strategy can be developed for each culture and
market can be segmented for patterns of behaviour varying
between different cultures.
2. SOCIAL FACTORS
The different classes namely, upper class, middle class
and lower class also determine the behaviour of a person to
purchase his products. Low class customers buy usually on impulse
and do not even care to read advertisement much. Middle class
consumer purchase carefully and read advertisements much to

know and compare the prices of different procedures engaged in
the same line of activity. Upper class consumers want high class
goods maintain their status in the society.
3. PERSONAL FACTORS
A buyer’s behaviour is also influenced by personal

factors such as age, occupation, income, life style, etc.
a) Age
People buy different products at their different
life stage, their taste, preferences, etc., also
change with change in life stage. For instance,
taste in dress materials, recreation etc., are age
related.
b) Occupation
For certain occupation, the purchase of certain
type of products is necessary. For example, a
sales representative will buy fancy dress, shoes,
suitcase, etc., to win the attention of the people.
Similarly, a chief executive of a company will
buy costly suits, undergo air travel, etc.

c) Income
Income being the main source of purchasing
power, the buying pattern of people differs with
different level of income.
d) Life Style
The term life style refers to the person’s pattern
of living in the world. People belong to same
social class, occupation, may lead quite
different life styles. Life style attempts to
profile a person’s way of being and acting in the
world.
1. PSYCHOLOGICAL FACTORS
A person’s buyer behaviour is also influenced by the

following psychological factors.
a) Motivation
A motive as an inner urge that moves a person

to some action. People buy goods as a result of
certain mental as well as economical forces that
create desires of buying such goods.
b) Perception

“Perception is the process by which an
individual selects, organizes and interprets
information inputs to create a meaningful
picture of the world”. Persons at the same
motivated stage may act in a quite different
manner if they perceive the situation differently.
c) Learning
Learning may be defined as all changes in an
individual’s behaviour arising from past
experience. Learning is the main aspect in the
study of human behaviour. Buying decisions are
affected critically by the learning experience of
buyers.
d) Attitudes
An attitude is a state of mind feeling. If may be
described as a person’s emotional feeling,
action, tendencies towards some idea or object.
If a person has an attitude towards a product, it
is difficult to change his attitude because a
person’s attitude settles into a consistent pattern.
It induces him to behave in some way. People

have attitudes towards each and everything and
to study the buyer behaviour it has to be taken
into notice.
CHAPTER 3

The Project Brief
The objectives of the study are:
1. To study the factor 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.
Target respondents:-
Age: 20 and above
CHAPTER 4

Research Methodology
Research Methodology is the way to systematically solve the research problem.
Research methodology just does not deal with research methods but also considers the
logic behind the methods. It may be understood as the science of studding how research
is done scientifically and systematically
Methodology
The primary methods of data collection that is questionnaire technique
was used to collect the data required. Respondents include both male and female.
Convenience sampling method has been adopted under the non-probability sampling
technique
The questionnaire consists of four parts namely, personal information, purchasing
pattern, details about products and customers services provided at the store. The
questionnaire was designed in such a way that the respondents were able to express
their opinions and ideas freely and frankly.
Sample Area of the Study

The area covered under the study is in Raipur city.
Period of the Study

The study was conducted during the period March 2010 to April 2010.

Population-
To achieve the objective of the study, the city of Raipur is selected.
So population of research consists of individual customer of Raipur city.
Sample Size-
The sample is a representative unit of population. It is neither feasible nor
desirable cover the entire population. so the researcher has taken sample size 300 for
this project.
Sampling Method-
The sampling method adopted in the research is convenient sampling. In

This sampling the researcher selects the respondents who are basically coming to the
store.
Sources of Data collection-
Both primary and secondary data are required. Primary data is the first
hand information collected directly from the respondents. The tool used here is
questionnaire. Primary data is collected through survey among existing customer.
Secondary Data-

Secondary data is collected through internet and books.
CHAPTER 5

DATA ANALYSIS
&
INTERPRETATION
Data Analysis & Interpretation
INTRODUCTION
All the information collected from the sample respondents is analyzed and
the results presented at the end of this chapter. The data analysis are related to the
customer need in a departmental store, various factors influencing their purchase and

their opinion regarding the products price, quality and etc, and the after sales services
rendered by the departmental store.
Demographic Information
Marital Education
Name Occupation Age Status Qualification
Manoj Hirkam Employed 30-40 Married UG
Jatin Verma Employed Below 30 Single Graduate
Piyush Mishra House Hold Below 30 Single Graduate
Vinod Singh Student Below 30 Single UG
Ajeet Verma Employed Below 30 Single Graduate
Shrikant Bavenkar Student 30-40 Married Graduate
D. Naveen kumar House Hold Below 30 Married Graduate
sangeta Pandey Business 30-40 Married PG
Mithlesh k Pandey Employed Below 30 Single UG
Bhirid Sahu Employed Below 30 Married Graduate
N.P Mohanty Employed 30-40 Married Graduate
Alekh Das Employed 30-40 Married Graduate
Neetu Pandey Student Below 30 Single Graduate
Vivek Kumar Student Below 30 Single Graduate
R.K Naidu Business Above 50 Married Graduate

Abhishek Soni Employed Below 30 Single Graduate
Rakesh Pandey Business 30-40 Married Graduate
Vinod lihare Employed Below 30 Married Graduate
Maya Pandey Business 30-40 Married Graduate
N Ramadevi House Hold Below 30 Married Graduate
Mohan sahu Student Below 30 Single Graduate
Smt C Majumdar House Hold 40-50 Married UG
S Majumdar Employed 30-40 Single Graduate
Swarup Mukhrajee Employed Below 30 Single Graduate
Srishandu Student Below 30 Single Graduate
Suvendu Employed 30-40 Single Graduate
Rajeev Prasad Student Below 30 Single Graduate
Gopeswer Dewangan Student Below 30 Single Graduate
Smt Mohini House Hold Below 30 Married UG
Alok Mandal Employed Below 30 Single Graduate
KumrK Sarkar Employed Below 30 Married Graduate
Amit Verma Student Below 30 Single Graduate
Amit pandey Employed Below 30 Single Graduate
Alok agrawal Employed 30-40 Married Graduate
Rahul gupta Employed Below 30 Single Graduate
Vikashshel tripathi Student Below 30 Single Graduate
Ramashish Chodry Employed 30-40 Married UG
Hitendr sahu Employed 30-40 Married UG
omprakash sahu Employed Below 30 Single UG
Kapil gohiya Business Below 30 Married Graduate
Below 30 = Graduate =
Total = 40 Employed = 20 26 Married =19 31
30-40 Single PG =
Student = 11 =12 =21 1
UG =
House Hold= 5 Above 50 =1 8
PQ =
Business = 4 40-50 =1 0
CHART SHOWING THE OCCUPATIONAL STATUS OF

THE RESPONDENTS
Interpretation: - Above table showing the occupational status

of the respondents. It reveals that, more than 50% of the

respondents are Employed, followed by 33% of the respondents are
students and least no. of respondents are Business and House Hold.
CHART SHOWING THE AGE GROUP OF THE

RESPONDENTS
Interpretation: - The above represents the age group of the respondents.

More than 65% of the respondents, belong to the age group of Below 30 years,
30% of the respondents are belong to the age group 30 - 40 years and a least of
2% belong to the age group of 40-50years and 3% above 40 years.
CHART SHOWING THE MARITAL STATUS OF THE
RESPONDENTS
Interpretation: - The table shows the marital status of the

respondents. It reveals that, about 55% of the total respondents
are Single and others are married.
CHART SHOWING THE EDUCATIONAL QUALIFICATION
OF THE RESPONDENTS
Interpretation: - The above chart is showing the educational qualification of the

respondents. It reveals that nearly 75% of the respondents are Graduate. Followed by
19% of the respondents are Undergraduate and least respondents 3 are Postgraduate.
QUESTIONNAIRE
Q1. Are you aware about Departmental Stored?
Options No. Of Respondent Percentage (%)

(I) Yes 39 97
(II) No 1 3
Total 40 100
(Source Questioner)

Interpretation: - The table represents the source of awareness about the
departmental stores. It shows that 97% of the respondents are aware of the
departmental stores and a least percentage of 3% are not aware of the store.
Q2. How many times do you go for purchasing?
(I)Once in a week 15 39
(II)Twice in a week 9 22
(III)Rarely 15 39
Total 39 100
(Source Questioner)
Interpretation: - The table represents the 39% in a once a week and 39% rarely and
least 22% twice in a week.
Q3. Which type of product you purchase through Departmental Store?

(I) Fruits & vegetables 3 8
(II)Provisions & groceries 6 15
(III)Cosmetic product 4 10
(IV)Health care product 2 5
(V)Stationery products 5 13
(VI)All the above 19 49
Total 39 100
(Source Questioner)
Interpretation: - The table representing the items purchased from

departmental stores. It reveals that nearly 49% of the respondents are purchase all the
above mentioned products 15% of the respondents are purchase provisions and
groceries and least percentage of the 5% are purchase only health care product.
Q4. What is the reason for purchasing through Departmental Store?

(I) Convenient 10 26
(II) Less cost 5 13
(III) More quality 6 15
(IV) Time saving 16 41
(V) Prestige 2 5

Total 39 100
(Source Questioner)
Interpretation: - The table shows the reasons for purchasing through departmental
stores. 15% of the respondents are prefer the store due to more quality, followed by
13% of the respondents are prefer the store due to less cost and 41% of the
respondents are prefer Time saving.
Q5. Are you satisfied with the product you purchased through these stores?

(I)Yes 35 92
(II)No 4 8
Total 39 100
(Source Questioner)

Interpretation: - The table shows 92% Respondent are satisfied and 8% respondents are
not satisfied.
Q6. Do they provide free door delivery service?

(I) Always 3 8
(II) Often 2 5
(III) Some times 9 23
(IV) No 25 64
Total 39 100
(Source Questioner)
Interpretation: - The Table shows 65% respondent is no providing parking facility and
23% respondent are sometime provide parking facility.
Q7. Do they provide parking facility?

(I) Only two wheeler 8 20
(II) Only four wheeler 3 8
(III) Both two wheeler & four wheeler 25 65
(IV) No parking facility 3 8
Total 39 100
(Source Questioner)
Interpretation: - Above table reveals the parking facility of the departmental stores.
It says that nearly 65% of the respondents are enjoying only Both wheeler parking
facility, followed by 20% are getting two wheeler parking facility and percentage of
3% are getting only four wheeler parking facility least 3% are getting no parking
facility.
Q8. Do they provide discount & benefits?

(I) Always 7 18
(II) Often 3 8
(III) Some times 25 65
(IV) No 3 8
Total 39 100
(Source Questioner)
Interpretation: The above table representing the discounts and benefits enjoyed
by the respondents, it says that 65% of the respondents are enjoying the discounts and
benefits sometimes only, 18% of the respondents enjoying the discounts and benefits
always and least percentage of % are no.
Q9. Do they provide customer care service effectively?

(I) Highly satisfied 5 13
(II) Satisfied 13 33
(III) Fair 14 36
(IV) Dissatisfied 7 18
Total 39 100
(Source Questioner)

Interpretation: The above table shows the customer care service of the
departmental store. It tells that more than 36% of the respondents are fair with the
customer care service, more than 33% of the respondents are satisfied with the
customer care service and 18% of the respondents are dissatisfied with the customer
care service.
Q10. Do you feel any difficulty in buying the products through Departmental
store?

(I)Yes 8 21
(II)No 31 79
Total 39 100
(Source Questioner)
Interpretation: Above table reveals the customer’s satisfaction towards the

products. It says that more than three-fourth (79%) of the respondents are not satisfied

with the products and less than one forth (21%) of the respondents are satisfied with
the product.
Q11. Are the family members satisfied with the Departmental store
products?

(I)Yes 25 64
(II)No 14 36
Total 39 100
(Source Questioner)
Interpretation: The above table reveals the satisfaction of the respondent’s

family members. It reveals majority of the respondent’s family members are satisfied
with the departmental store.
Q12. Will you recommend others to buy through Departmental store?

(I)Yes 23 59
(II)No 16 41
Total 39 100
(Source Questioner)
Interpretation: Table representing the willingness of respondents to recommend

others to buy in departmental stores. It says that 59% of the respondents are having
willingness to recommend other to buy in departmental stores
Q13. Do you always buy branded products?

(I)Yes 30 77
(II)No 9 23
Total 39 100
(Source Questioner)

Interpretation: Table representing the 77% respondent to buy branded product and left
33% respondent are bought non branded product.
Q14.Do you think purchasing from Departmental store help you in saving
money?

(I) Highly satisfied 3 8
(II) Satisfied 13 33
(III) Fair 11 28
(IV) Dissatisfied 12 31
Total 39 100
(Source Questioner)
Interpretation: The above table shows the 33% respondent says that are saving money
and 31% respondent are not agree and 8% respondent are highly satisfied.

CHAPTER 6
Findings
Based on the summary of the analysis and interpretation of data as per
study, the following are the findings, followed up suggestions recommended to
improve the sales and functioning of the stores.
Findings of the study:
1. The study reveals that the respondents are aware of departmental stores.
2. A majority of the respondents come to know about the departmental stores
through word of mouth advertisement.
3. Many customers visiting the stores belong to the age Below 30 years.
4. More number of Single respondents visits the store.
5. More number of Graduate level respondents also visits the stores.
6. Most of the respondents visiting the stores are employees.
Conclusion
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.

Reference
✔ C.R Kothari , Research Methodology, Wishwa Prakashan 2002

✔ http://google.com/
✔ http://www.scribd.com
✔ http://Wikipide .com

ANNEXURE
QUESTIONNAIRE
Dear Sir/Madam,
I am conducting a survey entitled “ A Study on Customer Satisfaction towards Departmental

Stored in Raipur city” I need your help in conducting this study. Kindly provide me your valuable opinion to fill
this schedule. The information provided by you will be exclusively used for academic purpose
Part I Demographic Information
a) Name :_______________________________________________

b) Address :_______________________________________________
c) Phone/Mobile No :_______________________________________________
d) Occupation : Student Employed House Wife Business
e) Age : Below 30 years 30-40 y 40-50 y Above 50 y
f) Marital statues : Single Married
g) Education Qualification : Undergraduate Graduate
Postgraduate Professionally Qualified
Part II
1. Are you aware about Departmental Stored?

(I) Yes (II) No
IF YES – CONTINUE. ELSE TERMINATE
1. How many times do you go for purchasing?

(I) Once in a week (III) Rarely
(II) Twice in a week
1. Which type of product you purchase through Departmental Store?

(I) Fruits & vegetables (IV) Health care product
(II) Provisions & groceries (V) Stationery products
(III)Cosmetic product (VI) all the above
1. What is the reason for purchasing through Departmental Store?

(I) Convenient (IV) Time saving
(II) Less cost (V) Prestige
(III) More quality
1. Are you satisfied with the product you purchased through these stores?
(I) Yes (II) No
1. Do they provide free door delivery service?

(I) Always (III) Some times
(II) Often (IV) No
1. Do they provide parking facility?

(I) Only two wheeler (III) Both two wheeler & four wheeler
(II) Only four wheeler (IV) No parking facility

1. Do they provide discount & benefits?
(I) Always (III) Some times
(II) Often (IV) No
1. Do they provide customer care service effectively?

(I) Highly satisfied (III) Fair
(II) Satisfied (IV) Dissatisfied
1. Do you feel any difficulty in buying the products through Departmental store?
(I) Yes (II) No
1. Are the family members satisfied with the Departmental store products?
(I) Yes (II) No
1. Will you recommend others to buy through Departmental store?

(I) Yes (II) No
1. Do you always buy branded products?

(I) Yes (II) No
1. Do you think purchasing from Departmental store help you in saving money?
(I) Highly satisfied (III) Fair
(II) Satisfied (IV) Dissatisfied

Licurt Scale
S.No Questions Strongly Agree Neither Agree Disagree Strongly Don’t Know/
Agree Nor Disagree Disagree No comments
1 Store are conveniently located
2 Store working hour are suitable

for you
3 There are variety of product
available for selection
4 Product display are attractive
5 Departmental store provides

satisfaction
6 Purchasing from departmental
store helps
In saving money
Signa
ture

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into
consideration.

Thanks
55

A Study On Customer Satisfaction Towards Departmental Stored in Raipur City Satyajit Sarkar

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

A Study On Customer Satisfaction Towards Departmental Stored in Raipur City Satyajit Sarkar

Uploaded by

Copyright:

Available Formats

A

Shri Shankaracharya Institute of

I the undersigned solemnly declare that the report of the thesis

work entitled “a study on customer satisfaction towards departmental stored in

I assert that the statements made and conclusions drawn are an

the award of MBA degree or any other degree/diploma/certificate in this university

or any other university of India or abroad.

SSIPMT/MBA/SATYAJIT SARKAR Page 2

Shri Shankaracharya Institute of

Customer Satisfaction towards Departmental Stored in Raipur city ”

carried out by the SATYAJIT SARKAR MBA 2nd SEM, 2010 is

submitted towards partial fulfillment for the award of degree of MBA

SSIPMT/MBA/SATYAJIT SARKAR Page 3

Guidance, help and encouragement leads to the successful completion of a

For making significant contribution directly or indirectly n the project.

SSIPMT/MBA/SATYAJIT SARKAR Page 4

SSIPMT/MBA/SATYAJIT SARKAR Page 5

SSIPMT/MBA/SATYAJIT SARKAR Page 7

Gone are the days were the consumer went in search of

classified as discount department stores. Discount department stores commonly have

SSIPMT/MBA/SATYAJIT SARKAR Page 9

need, shopping has become a simpler task for everyone.

can provide everything you need.

SSIPMT/MBA/SATYAJIT SARKAR Page 10

SSIPMT/MBA/SATYAJIT SARKAR Page 11

SSIPMT/MBA/SATYAJIT SARKAR Page 12

Thus, the chief characteristics of buyer behaviour are:

To achieve a better understanding of the

consumer behaviour, study of those disciplines, which may provide

some explanations as to “why people behave as they do” is

required. The internal and external forces and influences interact in

SSIPMT/MBA/SATYAJIT SARKAR Page 13

behaviour as well as his buying behaviour.

POST PURCHASE BEHAVIOUR

SSIPMT/MBA/SATYAJIT SARKAR Page 14

BUYING DECISION PROCESS

BUYING DECISION PROCESS

SSIPMT/MBA/SATYAJIT SARKAR Page 15

TO BUY NOT TO BUY

Departmental Store in Raipur

Vishal Mega Mart

SSIPMT/MBA/SATYAJIT SARKAR Page 18

purchase of goods and services is passed on to the consumer.

SSIPMT/MBA/SATYAJIT SARKAR Page 19

Throughout the buying process, various factors may

influence the buyer. A person’s culture, social class, reference

groups and self-image all have a bearing on the purchase decision.

As to the situational factors like the presentation of the product, the

purchase also induce him to purchase a product of his choice.

SSIPMT/MBA/SATYAJIT SARKAR Page 20

A buyer’s behaviour is also influenced by personal

SSIPMT/MBA/SATYAJIT SARKAR Page 21

A person’s buyer behaviour is also influenced by the

A motive as an inner urge that moves a person

SSIPMT/MBA/SATYAJIT SARKAR Page 22

SSIPMT/MBA/SATYAJIT SARKAR Page 23

SSIPMT/MBA/SATYAJIT SARKAR Page 24

The objectives of the study are:

from departmental store.

2. To study the needs of the customers at the place of purchase.

services rendered by the departmental stores.

4. To study the sales services provided by the departmental stores.