Belli P K
Under the guidance of:
Asst Prof Dhanya J S
Department of business administration
days watches were a need, but now it
has become an icon for style.
From need it became a demand
So the customer satisfaction plays an
important role in the watch industry also
Timex, citizen and Titan are the leading
brands in India
Fastrack is a sub brand of Titan
Fastrack has become a fashion statement
since its inception
Titan is a joint venture between the Tata Group,
and the Tamil Nadu Industrial Development
Corporation (TIDCO). Titan Watch division was
started in 1987.
Its product portfolio includes watches,
accessories and jewellery, in both contemporary
and traditional designs.
Fastrack is the brand for the young generation
which is part of the Titan brand.
Fastrack was launched in 1998
promoted with the slogan "Cool Watches from
Fastrack has an established brand image for
quality, price and ranges of style it offers.
Ann Marie Seward: Visual intelligence,
David S Landes; Revolution in time, 2004
Peter Bron; Wrist watch annual, 2004
Philip Kotler (2006) ,“Marketing
management”, 10th edition
understand the existing product quality in
To investigate whether the product quality of
Fastrack watches is capable of addressing all
demands made by customer.
To identify the difference between
Expectation & Perception of customers in
product quality offered by Fastrack watches.
To understand about the customer
satisfaction for Fastrack watches.
study aims at identifying the extend to
which the product quality of a watch affects
The outcome of the study reveals the current
perception about the watches rooted in the
minds of the customers which could be
useful in formulating the strategies in future
operations of the company, for the
attainment of its goals in this competitive
50 respondents are chosen as a sample size
for the study.
Target Audience: Fastrack watches customers
in CET campus, Sreekaryam, Trivandrum
Area of Study: CET campus, Sreekaryam
Statistical tools applied: Chi square,
For evaluating the quality of customer
satisfaction of Fastrack watches, a number of
critical variables are selected for conducting
an in depth analysis. The results of the
analysis are presented in the following
PERCENTAGE OF THE RESPONDENT
Fastrack watches are good than its competitors
Fastrack watches and other Titan brands only
differ in price range
Fastrack watches are affordable.
Fastrack should better its customer care with
more pleasing nature, willing to help them etc in
order to attain the customer satisfaction.
Majority of customers are satisfied with product
range of brand.
Fastrack watches website have excellent rating
and it can be further improved again by
including detailed information of various
vouchers, offers & promotions related to their
of Fastrack can be improved again
implement online ordering and selling.
service personnel should be given proper
Fastrack should improve its customer service
quality to retain and satisfy customers
On the growing influence of globalization on
the Indian watch industry, a number of global
manufacturers are coming into the Indian
watch industry. In such a dynamic
environment Fastrack need to be more
quality conscious since the products offered
are almost similar by all the watch
manufacturers in the industry. Fastrack
needs to take serious efforts to make itself
competitive and stable in the dynamic
market situation by focusing on the service
Philip Kotler (2006) ,“Marketing management”, 10th
Kothari. C.R.(2005), “Research Methodology Methods
and Techniques”, 4th edition
L R Potty (2011), “Research Methodology”
Barry, Ann Marie Seward. (1997). Visual Intelligence:
Perception, Image and Manipulation in Visual
Kotler & Keller (2008), Marketing management, 8th
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