1. A STUDY ON SERVICE QUALITY AND
CUTOMER SATISFACTION AT
TITAN COMPANY LIMITED
Presented by
Ramya K(1311069)
II MBA

2. INTRODUCTION AND OBJECTIVES
Introduction
• To learn about the service provided in ‘World Of Titan’-Hosur
• To learn the factors that affect customer satisfaction
• To have training directly in the sales floor
Objectives
• To find out what are the most important factors required for customer
satisfaction.
• To find out the whether there is difference in mean between the age
and the considered factors
• To find out whether there is difference in mean between the considered
factors and the customers experience with ‘World Of Titan’
• To find out whether there is a significant relationship between the type
of watches bought and the purpose of buying it

3. TITAN COMPANY LIMITED
Industry : Watches
Type : Joint venture
Founded : 1987
Headquarters : Bangalore ,India
Manufacturing
plants : 4
Area : 40 countries
Products : Watches, Jewellery, Eyewear,
Perfume, Precision Engineering
Competitors : Casio, Omega, Tissot, HMT
Website : www.Titan.co.in

4. SERVICE BLUEPRINT
A service blueprint is an operational planning tool that provides guidance
on how a service will be provided, specifying the physical evidence, staff
actions, and support systems needed to deliver the service
Major components
• Customer actions : line of interaction
• “Onstage” employee actions: line of visibility
• “Backstage” employee actions : line of internal interaction
• Support processes : line of implementation

5. SERVICE BLUEPRINT OF ‘WORLD OF TITAN’
cashie
r
Exterior
of the
retail
stores
Staffs
inform
about
warranty &
watch care
Watch
displays
Uniform
ed Sales
staff
Payment
Counter
&
Payment
Slip
Purchased
products
& packing
Exit and
product
withdraw
al
counters
Complaint
&
Feedback
desk /
Website
Submits his
baggage to
the baggage
counter
Arrives at
Titan
Submission
counter for
baggage
Visits
various
counters
and
displays
Customers
enquires
about
watch
details
Pays
money
according
to the bill
Counter
staff
Packing
counters&
paper bags
Finance
Department
persons
Security
guard
welcomes
Selects
Products
and
finalizes
Security
Department
Security support
staffs
Leaves with his
purchases & collects his
belongings from the
baggage counter.
CRM
Staff Trainers
Pricing and
display team

6. RESEARCH METHODOLOGY
• Research design: Descriptive
• Research Data: Quantitative
• Sampling method: Convenient sampling
• Data collection method: Questionnaire
• Tools used: SPSS and excel.
• Techniques used: Factor analysis, Descriptive statistics, Anova

7. FINDINGS AND SUGGESTIONS
Findings
• There is a significant relationship between the factors and the customer
experience with ‘World Of Titan’
• There is a significant relationship between the purpose of buying and the type
of watch bought.
• Most of the customers prefer steel and gold plated watches
Suggestions
• There is no one to welcome the customers in peak hours and so a staff can be
especially appointed to welcome them
• Information about titan care should be given to all the customers
• The new arrival and highlight features of the particular section which the
customer seeing must also be communicated always

8. PERSONAL OBSERVATION AND
LEARNINGS
Observations
• Celebrating customers birthdays acts as a motivation and the 250 points adds
additional value to sales
• Customers prefer Titan watches for the service provided at any point of time
• Customers expect a bubble top water can to be kept in the showroom
• The customers expect the watches to be arranged in the order of prices so that
it would be easy for them to select
Learnings
• Worked in the position of CRO
• Worked in pricing, display and billing departments

9. CONCLUSION
• Service Blueprint helps the organization to see the key operational, human
resources, and marketing issues that offering the service experience for the
customer easily.
• The service provided by the organization influences the customer
satisfaction levels to a great extent