Professional Documents
Culture Documents
GONDIA CITY.
Guided by
Dr. S. Udapurkar
Submitted by
Ku.Varsha Dhamecha
CERTIFICATE
Under my guidance
1. The candidate has satisfactory conducted research for not less than
academic year.
2. The Project is the result of the candidates own work and is of
sufficiently high standard to warrant its presentation to the R.T.M.
Nagpur University in partial fulfillment of the requirement for degree
of Bachelor of Business Administration.
Project Guide
Dr. S. Udapurkar
Dept.of B.B.A
N.M.D. College, Gondia
DECLARATION
I hereby declare this project work, entitled A STUDY ON
CUSTOMER SATISFACTION TOWARDS SUNFEAST PRODUCTS
WITH REFERENCE TO GONDIA CITY. is the result of my
own work under the guidance of Dr. S. Udapurkar and
the same has not been previously submitted by me to
R.T.M University .
MISS.VARSHA DHAMECHA.
(B.B.A final year )
Department of Bachelor of
Business Administration
N.M.D. College, Gondia.
ACKNOWLEDGEMENT
Miss.Varsha Dhamecha
(B.B.A final year)
Department of Bachelor of
Business Administration
N.M.D. College, Gondia.
Sr. no.
Index Page no.
1. Introduction 2
2. Company profile 6
3. Objectives 10
4. Hypothesis 12
5. Scope 14
6. Research methodology 16
8. Hypothesis testing 35
9. Conclusion 37
10. Suggestions 39
11. Limitations 41
12. Bibliography 43
13. Appendix 45
INTRODUCTION
Customer satisfaction is the measure of how
the needs & responses are collaborated &
delivered of excels customer
expectation.Customer satisfaction is the
overall essence of impression about the
supplier by the customers.
In a competitive marketplace where
businesses compete for customers, customer
satisfaction is seen as a key differentiator and
increasingly has become a key element of
business strategy. For any company, customer
satisfaction ratings can have powerful effects.
They focus employees on the importance of
fulfilling customers expectations. It increases
customer lifetime value.
It is the part of customers experience that
exposes a suppliers behavior on customers
expectation.
Keeping customers satisfied is a vital and the
only way you can know for how satisfied they
are.
Developing a customer satisfaction program is
not about carrying out a customer service
survey.
The implications of customer satisfaction
surveys go far beyond the survey itself. As
customers satisfaction is the best indicator of
how likely a customer will make a purchase in
future.
In a competitive marketplace where
businesses compete for customer, customer
satisfaction is seen as a key diffentiator.
Sunfeast
In July2003, ITC made a foray into biscuits
market by launching sunfeast range of
biscuits i.e. Glucose, Marie, Cream biscuits.
Type : Public
Traded as: BSE 500875
NSE: ITC
BSE SENSEX
CONSTITUENT
CNX NIFTY
CONSTITUENT
ANDINTERPRETATION.
Data analysis & Interpretation.
1) Which age group of people most likely use Sunfeast
products I your home?
No. of consumers
10%
005-15 15-25 25-35 above 35
15% 45%
30%
Usage
.
50%
40%
30%
20% 26% 40%
10% 20% 14%
0% .
Analysis : 26 % of price , 40% of taste,20% of
advertisement,14% of packaging.
No. of customers
60%
50%
40%
30%
20%
10%
Axis Title 0%
Options yes No
No. of 10.8 49.2
consumers
% 18% 82%
No. of customers
18%
yes no
82%
No. of customers
6%
poor fair good 10%
very good excellent
42% 12%
30%
Analysis- 6% poor, 10% fair, 12% good , 30% very
good , 25.2% excellent is the rating in terms of
price.
No. of customers
Poor
2% 10% Fair
Good
45% 19%
Very good
Excellent
25%
Analysis-1% Poor, 10% fair, 19% good, 25% very
good, 45% excellent ratings are given by
customers in terms of variety & taste.
No. of customers
2%
18%
Poor Average Good very good
47%
33%
Analysis-2% Poor, 18% average, 33% good, 47%
very good ratings are given by customers in terms
of advertisement & packaging.
options
11% 1%
Daily 22%
Weekly Once a month Do not use
66%
Analysis 66% of customers , 22% of
customers , 11% of customers , 1% of
customers use product daily , weekly , once a
month , do not use respectively.
Interpretation from above chart we can
interpret that 66% of customers use daily
sunfeast products.
10) How did you hear about sunfeast product?
No. of customers
30%
Advertisement Hoarding 50%
Word of mouth
20%
No. of customers
9% 4%
very good 13% Average 41%
Good Poor Very poor
33%
No. of customers
Good value for Reasonable
5% money
70% 25% Bad
No. of customers
price
15% 25% taste
25% advertisement
35% packaging
No.of customers
4%
12%
Excellent Good Fair Poor
54%
30%
No. of customers
Advertisement Packaging Taste descibed Name
22% 17%
18% 20%
price 23%