1. NAME : PATEL HORMAZ DALI
: Purohit Rudri C
ADDRESS : SHIRIN MEHER,
TAROTA BAZAR,
LASHKARI WAD
Navsari – 396445
E-MAIL : patelhormaz@yahoo.com
Mob : 09879689651
Topic : Survey on Customer Satisfaction of ‘Vishal Mart’

2. INTRODUCTION :
Customer satisfaction is a business term which is used to capture the idea of
measuring how satisfied an enterprise's customers are with the organization’s efforts
in a marketplace. Customer satisfaction is an ambiguous and abstract concept and the
actual manifestation of the state of satisfaction will vary from person to person. The
state of satisfaction depends on a number of both psychological and physical
variables. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare the
organization's products.
Research Objectives
Objectives of my research study are as below: -
1. The main objective is to measure the awareness of Vishal Mart.
2. The objective of research is to study the satisfaction of the customer from point
of view of various attributes in Vishal Mart at Surat.
3. To know the profile of the visitors at Vishal Mart in SURAT so that the
management can concentrate their effort on that particular age group.
4. To know the acceptability and effect of various schemes on visitors at Vishal
Mart in SURAT.
5. To know the satisfaction of various services provided to customers by Vishal
Mart.

3. RESEARCH METHODOLOGY:
Research Process
1) Problem Identification:
1. A number of people of Surat are not aware about Vishal Mart.
2. Some part of customer is not satisfied with different service aspects of Vishal
Mart.
3. Vishal Mart’s outlet in Surat is very far away from most of the public places.
4. Price of Vishal Mart’s product is very high.
2) RESEARCH DESIGN: Exploratory
3) Data Collection and Sampling:-
a) Sources of Data Collection: Primary data
b) Data collection Tools : Questionnaire
c) Contact Method: customers were contacted by personal interview and requested
them to fill up the questionnaire.
d) Sampling Plan:
Who is to be surveyed: youngsters, businessmen and educated housewives
Sampling type: Simple random sampling
e) Sample Size : 250
f) Sampling Area: Field Survey
4) Data Analyze and Interpretation: Charts, Tables

4. QUESTIONNAIRE
Q - 1 Have you ever visited Vishal Mart before today?
Purpose: The major purpose of this question is to measure the reliability of the
data. As the consumers have visited at least once the store, they can
reveal better perception about store and services.
Result:
Answers Respondent Percentage
Yes 196 85
No 35 15
Question-1
15%
Yes
85%
No
From the above graph we can clearly see that 85 % of visitors have visited Vishal Mart
more than one time.

5. Q – 2 If yes then how many times you visit Vishal Mart in a month?
Purpose: The major purpose of this question is to know consumer attitude in terms
of frequency of visit to the store in a month which is helpful to know their buying.
Result:
No of Visit in a Month Respondents Percentage
Less than 2 times 104 51
2 to 5 times 57 28
5 to 8 times 29 14
More than 8 times 14 7
Question-2
le ss than 2 times
14% 7%
2 to 5 times
51%
5 to 8 times
28%
More than 8 times
From the above table, it is observed that 51% people prefer to visit the store ones a
month. The data also reveal that 28% people prefer to visit the store for shopping 2 to
5 times a month, 14% people prefer to visit 5 to 8 times a month and 7% people
prefer to visit the store more than four times a month.

6. Q – 3 which age group you belong to?
Purpose: The purpose behind this question was to know the age profile of the visitors
Vishal Mart stores.
Result:
Age No of Respondents Percentage
Under 20 20 10
20-35 81 40
35-50 79 40
Above 50 20 10
Question-3
10% 10%
Below 20
20 to 35
40% 40%
35 to 50
Above 50
From the graph we can see that 80 % of people are from young generation who visit
Vishal Mart. So Vishal Mart should emphasize more on young generation taste and
preference.

7. Q – 4 which kind of products you purchase from Vishal Mart?
(More than one option is acceptable)
Result:
Item Respondents Percentage
Food & Grocery 116 15
Home Appliances 85 11
Luggage 69 9
Garments 129 18
Gift / Articles / Toys 36 5
Steel Utensils 24 3
Deodrant /Watches 26 3
Crockery 22 3
Plastics / Household 8 1
Shampoos 86 11
Soaps 89 12
Chocolates 46 6
Home linen 23 3
Homelinen 23
46
Soap 89
86
Plastics 8
22
Jewellery 26
24
Gift 36
129
Luggage 69
85
Food and grocery 116
0 50 100 150

8. Q – 5 If you visited Vishal Mart before and if you are not satisfy, what
Are the reason (More than 1 reason is acceptable)
Result:
Reason Respondents Percentage
Lack of Variety 0 0
Higher Price 3 11
Out of city 24 89
Lack of awareness 0 0
Question-5
Lack of
Variety
89% Higher
0% Price
0% Out of city
11%
Lack of
awareness

9. Q – 6 What is your opinion about the overall quality of goods you receive from Vishal
Mart store?
Purpose: The purpose of this question is to know about the quality of goods and services
provided by Vishal Mart. So if customer has any type of complain about any product,
either they can provide replacement to that customer or they can provide extra care
towards those products especially in FMCG.
Result:
Rating Respondent Percentage
Very good 103 51
Good 77 39
Average 19 10
Below Avg 0 0
Poor 0 0
Question-6
0%
9% 0% Very good
Good
39% 52%
Average
Below Average
Poor
From the graph we can conclude that 51% of respondents believe that the quality of
goods is very good. At the same time 39 % of respondents believe that it is good. So we
can conclude that the quality of goods is really good.

10. Q – 7 what is your opinion about overall sales staff service
Result:
Rating Respondent Percentage
Very good 108 54
Good 71 36
Average 18 9
Below Avg 0 0
Poor 2 1
Question-7
9% 0% 1% Very good
Good
36% 54% Average
Below Average
Poor

11. Q – 8 Rate our staff on the basis of co – cooperativeness and Information availability. (1
is excellent, 5 is poor)
Purpose: The purpose of this question is to know about whether the staff of Vishal Mart
is co-operative and are able to provide the information about various schemes and
product or not.
Result:
Rating Respondent Percentage
Excellent 156 78
Good 29 14
Average 15 7
Below Avg. 0 0
Poor 2 1
Question-8
1%
0%
Very good
7%
14% Good
Average
Below Average
78%
Poor
From the graph we can conclude that 78% of respondents believe that the staff is really
co-operative. And they have knowledge about various schemes and products of Vishal
Mart.

12. Q – 9 Are you aware about various schemes of Vishal Mart on regular Basis?
Purpose: The purpose of this question is to know whether the Surat people are aware
about various schemes that Vishal Mart launches at regular basis. It will also help Vishal
Mart to know whether they need to do more advertisement to make people aware about
schemes or not.
Result:
Answers Respondent Percentage
Yes 95 46
No 113 54
Question-9
89
Yes
113 No
From the graph we can conclude that 54% of respondents are not aware about various
schemes that Vishal Mart launches at regular interval. So Vishal Mart must increase the
advertisement sources to make people aware and to earn more profit.

13. Q - 11 Do you like the dress code of Vishal Mart?
Purpose: The purpose of this question is to know what people think about the dress code
that Vishal Mart has. Dress code is one of the most important factors to create the image.
Result:
Answers Respondent Percentage
Yes 138 68
No 65 32
Question-11
32%
Yes
No
68%
Here we can see that 32% of respondents believe that Vishal Mart must change the Dress
code as to make themselves more strong in this competitive world.

14. Q – 12 Are you comfortable with the billing system of Vishal Mart?
Purpose: The purpose of this scheme is to know whether customer are satisfied with the
billing system or not. So from the response Vishal Mart can know that if there is a need
to open an extra counter or not .
Result:
Answer Respondent Percentage
Yes 195 95
No 10 5
Question-12
5%
Yes
95%
No
Around 95% of respondents believe that they are comfortable with the billing system of
Vishal Mart .

15. Q – 14 Will you accept below if Vishal Mart will come with
Result:
Question-14
Garden
Poor
Below
Average
Terrace
Average restauran
t
Good
Theater
Excellent
0 50 100 150
Responce

16. Q - 15 IF Any Suggestion from Your Side to Make Us More
Developed Please Mention Below
Result:
The frequent suggestion came from the respondents are:
• Vishal Mart must change the dress code as dress code doesn’t suit to the
staff. There must be disciplined dress like sari for female staff and sober
dress for male staff in place of apron.
• The staff must be educated and smart and some of them must aware
about all the basic languages.
• There should be a public telephone service in the mall.
• Branded items must available in Vishal Mart especially in Garments. So
that consumer having more variety available.
• Vishal Mart hyper market should open earlier than it normally does.
• There must be an arrangement of open air restaurant on the terrace.

17. Findings and Conclusion:
• The main selling area of Vishal Mart is Food and Garments. And 90 % respondents
believe that Vishal Mart is having good quality of goods. But at the same time Vishal
Mart lags in variety of garments and also branded garments are not available in
Vishal Mart.
• 90 % respondents believe that the staff is co –operative and service provided by the
staff is very good. As staff is also aware about all the schemes that Vishal Mart
provide and also able to provide information’s to the customers.
• 56 % of customer is not aware about the schemes that Vishal Mart provides to the
customers. So Vishal Mart must increase the sources of advertise and make more
people aware, so it is beneficial to both Vishal Mart and consumer too.
• 32 % of respondents believe that the dress code of Vishal Mart is not up to the mark.
• More than 90 % respondents believe that the billing system and security system of
Vishal Mart is very good.
• 15 % of respondents visit Vishal Mart first time, and 89 % of them are out of Surat.
• Among all the schemes the scheme of buy two and get one free on Garment and 100
Rs. Off on the purchase of 999 are more popular. So Vishal Mart must introduce
these types of schemes on regular basis.
• From this research study I have found that 40% respondents out of total sample study
lie in the 20 to 35 age group. Therefore we can conclude that majority of the young
consumers age group have a preference to come to Vishal Mart.
• It is found that consumer attitude towards frequency of visit seems that 28% of
majority consumers prefer to visit the store twice a month. It is found that the middle
class that is 11000 to 20000 Rs. monthly household income groups is having
maximum preference to come to Vishal Mart twice a month

18. Recommendation
• It is recommended that Vishal Mart hypermarket should target various schemes,
offers, loyalty programmers to the 20 to 35 age group and especially female
consumer who posses the highest buying power in any household, because these
consumers group have greater potentiality of being customer. If company treat
this population very specially and knowledgeably they are likely to develop into
loyal customers of the Vishal Mart Hypermarket.
• It is recommend from the consumer have favorable attitude towards the various
schemes that are been introduced in Vishal Mart. The company should introduce
the various schemes for every 15 days because majority of people attitude
towards visit to store seems for twice a month.
• From the research study it is recommend that the company should make its
marketing campaigning and advertising more aggressively and on a full
fledged basis. Company should try to increase word of mouth advertisement with
the help organizing various Vishal Mart’s event and exhibition and building up
the image of the store.
• Consumers most prefer to buy food items, grocery and oil ghee from the Vishal
Mart store. It is suggested that the company should adopt aggressive marketing
campaigning and advertising during times of seasonal bulk items like wheat, oil,
ghee, spices etc. and provide fair discounts on bulk purchase.
• From the consumer perception evaluation of the store and services it is
recommend that Store should maintain the quality level in each categories of
product.
• As the population data from the study reveals that majority of consumers visit to
Vishal Mart are middle income level classes that are their household income lies
among 5000 to 20000 every month they tend to be very pricing conscious
consumers. Thus From the study it is also suggested that store should maintain the
economical and at least market rate prices in each categories of product.
• Store should come up with the new and differentiated ways of advertising for
scheme awareness among consumers through telecalling, various events,
exhibition, etc. because in competitive market, to sustain the company, Vishal
Mart can differentiated its retail store on the basis of schemes, personalize
services and store display & designs with the help of competitive advertisements,
it can easily give strong competition to the others which are not presently having
the large infrastructure. So company must take an advantage of comparative
advertisement and try to make strong long term bonds with the consumers.

19. • From the study it is also suggested that company should aggressively promote its
saving zone concept by increasing their advertising through various media.
Because saving zone concept in comparison to other shop it has potential to
capture customer attention.
• Vishal Mart must change the dress code as dress code doesn’t suit to the staff.
There must be disciplined dress like sari for female staff and sober dress for male
staff in place of apron.
• The staff must be educated and smart and some of them must aware about all
the basic languages.

20. BIBLIOGRAPHY
1. Books
1) Michael Levy & Barton A Weitz, 5th Ed,“RETAILING MANAGEMENT” Tata
McGraw-Hill Publication Company Limited, NEW DELHI.
2) Donald R. Cooper & Pamela S. Schindler, 3rd Ed, “Business Research Methodology”
Tata McGraw-Hill Publication Company Limited, NEW DELHI.
3) Philip Kotler & Kevin Keller, 12th Ed. “Marketing Management” Pearson education,
Inc. and Kindersley Publication Inc
Websites
• www.Questionpro.com