PROJECT REPORT ON

Topic name

UNIVERSITY OF MUMBAI

FOR ACADEMIC YEAR 2012-2013

PROJECT GUIDE

Ms. SHRADHA JAIN

PREPARED AND SUBMITTED BY

Name of student roll.no

T.Y.BMS (SEMESTER – V)

K.P.B. HINDUJA COLLEGE OF COMMERCECHARNI ROAD

ACKNOWLEDGEMENT

I, the undersigned would hereby like to thank “University of Mumbai” for giving me an

opportunity to present my skills in the form of this project which will not only prove to

be useful for my academic profile but will also prove to be fruitful for my future for

attaining jobs and also will help me to face the growing competition in the corporate

level.

I would also like to thank “Prof. Shradha Jain” for assisting and guiding me in every

possible way she could have to prepare for preparing this wonderful project or else

completion of this project would not be possible.

I would also like to thank “K.P.B. Hinduja College of Commerce” for timely

availability of books and use of internet which have been an important input into

completion of this project.

Lastly, I would also like to thank my parents for providing all necessary funds which

were required for making of this project.

Place: Mumbai (Name of student)

Date:

DECLARATION

To,

The Principal,

K.P.B. Hinduja College of Commerce,

315, New Charni Road,

Mumbai 400 004.

Respected Sir,

I, the undersigned hereby declare that the project report entitled

“CUSTOMER SATISFACTION” is an original work developed and submitted by me

under the guidance of Ms. SHRADHA JAIN.

The empirical findings in this report are not copied from any report and are true and

best of my knowledge.

DATE:

PLACE:

ROLL NO:

SEAT NO:

Signature of Student

CERTIFICATE

This is to certify that Miss VARSHA SIKARWAR of K.P.B. Hinduja College

of Commerce has successfully completed the project in the academic year

2010-11, as a part of academic fulfillment of Bachelors of Management Studies

(B.M.S.). The information submitted is true and original to the best of my

knowledge.

Signature of Principal Signature of Project Guide

____________________ ______________________

Signature of External Examiner Signature of Coordinator

K.P.B. HINDUJA COLLEGE OF COMMERCE

MUMBAI

EXECUTIVE SUMMARY

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. 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. To achieve Customer satisfaction is the main aim of a customer oriented

companies. In this competive world and changing world it is necessary for

companies to satisfy their customer and retain them as retaining is quite cheaper

then attracting new customers.

There are many methods and measures to satisfy customer and retain them in

their company. Companies need to look at the complaints and changing needs of

their customers and full fill them as per their needs.customer satisfaction As got

many benefits for the company and for the customers also.

The companies are graded as per their satisfaction level of their customer.

Hospitality services are directly related with customers i.e each department in

hospitality services relates to customer directly or indirectly and satisfying them in

different ways.thus customer satisfaction is an important area of concentration for

companies to exist in long run.

LIST OF TABLES

Table. No. Title Page No.

4.1 Available Brands 19

4.2 Top 10 Confectionaries Brands 22

LIST OF FIGURES

Figure. No.

Title Page No.

4.1 Major Players in the Confectionary Sector 16

7.1 Liking about school and teachers 27

7.2 What is their most exciting part of the day? 28

7.3 What do they do in their free time? 28

7.4 Ratio of children getting pocket money 30

7.5 Amount of pocket money (per month) 30

7.6 What do they spend their money on? 32

7.7 Do they like sweets? 33

7.8 Why do they like sweets? 33

7.9 When asked to name some sweets what was the first brand name they took? 35

7.10 What kind of sweets do they prefer? 36

7.11 They buy based on 37

7.12 How often do they buy sweets? 38

7.13 Which sweet did they have last? 39

7.14 Who buys it for them? 40

7.15 How much do they spend on sweets? 41

7.16 Where do they buy it from? 42

7.17 How do they eat them? 43

7.18 Which sweets do friends like? 43

7.19 Which contest have they heard of 44

7.20 Will they buy sweets if they are promoted with their favourite star? 46

7.21 Their role models 46

7.22 If prices were to be reduced would you buy more? 47

7.23 If they like brand “x” but brand “y” has a promotion then would they buy brand “y” 48

7.24 Will they buy more sweets if there are contest with the gifts they desire? 48

7.25 Do they prefer foreign or Indian sweets? 49

7.26 Why do they like foreign sweets? 49

7.27 How can sweets be improved? 51

Chapter Particulars Page. NoAcknowledgement

Declaration

Certificate

List of Tables

List of Figures

Executive Summary

Chapter 1 Introduction

Chapter 2 Overview of confectionary industry

Chapter 3 Market scenario

Chapter 4 Major players

Chapter 5 Consumer habits and preferences

Chapter 6 Hypothesis

Chapter 6 Data collection, analysis and interpretation

Chapter 7 Suggestions And Conclusions

Bibliography

Annexure 1

INDEX