This document is a project report submitted by H. Vasudevan to Bishop Ambrose College in partial fulfillment of the requirements for a Bachelor of Business Administration degree. The project report studies customer satisfaction of Ganesh Department Store in Palladam. It contains an introduction, objectives, research methodology, data analysis and interpretation sections, and provides tables and charts analyzing customer satisfaction data collected from Ganesh Department Store customers. The document is certified by the faculty guide and head of the department of Bishop Ambrose College.

1. A STUDY ON CUSTOMER SATISFACTION OF GANESHDEPARTMENT
STORE AT THE PALLADAM
PROJECT REPORT
SUBMITTED BY
H.VASUDEVAN
(REG. NO. 1325G0255)
UNDER THE GUIDANCE OF
MR.A. BALAKRISHNAN B.com., M.B.A., M.Phil., PGDCA.,
Asst Professor- Department of Management Studies.
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD
OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION
WITH COMPUTER APPLICATIONS IN BHARATHIAR UNIVERSITY
DURING THE ACADEMIC YEAR
2015 – 2016
DEPARTMENT OF MANAGEMENT STUDIES
BISHOP AMBROSE COLLEGE
COIMBATORE-45

2. DEPARTMENT OF MANAGEMENT STUDIES
BISHOP AMBROSE COLLEGE
COIMBATORE -45
Certificate that this is a bonafide record of project done by H.VASUDEVAN
(Reg .No. 1325G0255) in partial fulfillment of the requirement for the award of
Degree of BACHELOR OF BUSINESS ADMINISTRATION in
BHARATHIAR UNIVERSITY during the academic year 2015-2016
Faculty Guide Head of the department
Mr.A.BALA KRISHNAN, Dr.Mr.A.ANANDGERALD
B.com, MBA., M.Phil. PGDCA B.Sc., MBA., M.Phil,
Certified that we examined the candidate in the project work viva voce
examination held on at Bishop Ambrose college, Coimbatore.
Internal Examiner External Examiner

3. DECLARATION
I hereby declare the project work entitled A STUDY ON CUSTOMER
SATISFACTION ABOUT GANESH DEPARTMENT STORE IN
PALLADAM Submitted to the Bharathiar University for the award of
BACHELOR OF BUSINESS ADMINISTRATION. It is a record of work done
by me under the guidance of MR .A. BALAKRISHNAN, B.Com, M.B.A.,
M.Phil. PGDCA Lecturer, Department of Management Studies. This project
has not from the basis for award of degree or diploma or associates of similar title.
( H. VASUDEVAN )
DATE : Signature of the Candidate
PLACE :

4. ACKNOWLEDGEMENT
I am very grateful to Rev. Fr. MARIYA IRUTHAYANATHAN (secretary) Of
Bishop Ambrose College for having permitted to undergo this project study
I am very grateful to Dr. A. PETER RAJ, M.A., M.Phil. B.Ed., and D.G.T.,
Ph.D., Principal of Bishop Ambrose College for having
Permitted to undergo this project study.
I take the privilege to express my sincere thanks and deep sense of gratitude to Mr.
A. ANAND GERALD B.Sc., M.B.A., M.Phil, and Head of the Department of
Management Studies.
I take the privilege to express my sincere thanks and deep sense of gratitude to
Mr.A.BALAKRISHNAN, B.Com, M.B.A.,M.Phil.,PGDCA my project guide
for excellent guidance.
I would like to thank our entire Department staff members , for their moral support
they extended always.
I would like to thank my beloved parents and friends for their moral support they
extended always.
Finally I gratefully acknowledge the co-operation and help received from the
respondents. I am in deep much thank ful to all the entire persons who helped to
complete this project.

5. CONTENTS
CHAPTER
NO
PARTICULARS PAGE
NO
I. INTRODUCTIONAND DESIGN OF THE STUDY
1.1 INTRODUCTION 1
1.2 ABSTRACTS 3
II. OBJECTIVES OF THE STUDY
2.1 SCOPE OF THE STUDY 5
2.2 LIMITATION OF THE STUDY 6
2.3 REVIEW OF LITERATURE 7
III. RESEARHMETHODOLOGY
IV ANALYSIS AND INTERPRETATION
4.1 DATA ANALYSIS AND INTERPRETATION 12
4.2 SIMPLE PERCENTAGE 13
4.3 CHI-SQUARE TEST 62
V SUMMARY OF FINDINGS, SUGGESTIONS, AND
CONCLUSION
5.1 FINDINGS 70
5.2 SUGGESTIONS 72
5.3 CONCLUSION 73
5.4 BIBLIOGRAPHY 74
5.5 ANNEXURE 75

6. LIST OF TABLES
TABLE
NO
TITLES PAGE
NO
4.1 TABLE SHOWINGAGE GROUP OF THE RESPONDENTS 12
4.2 TABLE SHOWINGGENDER OF THE RESPONDENTS 14
4.3 TABLESHOWING QUALIFICATION OF THE RESPONDENTS 16
4.4 TABLE SHOWINGFAMILY STATUS OF THE RESPONDENTS 18
4.5 TABLE SHOWINGMONTHLY INCOME OF THE RESPONDENTS 20
4.6 TABLE SHOWING VISIT GANESH DEPARTMENT STORE OF
THE RESPONDENTS
22
4.7 TABLE SHOWINGPUCHASE MORE OFTEN IN GANESH
DEPARTMENT STORE
24
4.8 TABLE SHOWINGWHICH SOURCE MADE TO BUY PRODUCTS
FROM GANESH DEPARTMENT STORE
26
4.9 TABLE SHOWINGMAKE PUCHASE OF PRODUCTS IN GANESH
DEPARTMENT STORE
28
4.10 TABLE SHOWING GANESH DEPARTMENT STORE PROVIDE
MORE TYPE OF THE COMPANY PRODUCTS IN CATEGORYOF
THE RESPONDENTS
30
4.11 TABLE SHOWINGSTORE SPACE WITH GANESH DEPARTMENT
STORE
32
4.12 TABLE SHOWINGSTORE RE-PREVENATIVS INTRAVTIONSN
AT GANESH DEPARTMENT STORE
34
4.13 TABLE SHOWINGGANESH DEPARTMENT STORE REMINDING
AND PRICINGTO ALL CUSTOMER IN STORE
36
4.14 TABLE SHOWINGCUSTOMER SERVICE IN GANESH
DEPARTMENT STORE
38
4.15 TABLE SHOWING DISCOUNTS IN GANESH
DEPARTMENT STORE
40
4.16 TABLE SHOWING RESPONDENT BUYINGINTRESTS IN
GANESH DEPARTMENT STORE
42

7. 4.17
TABLE SHOWINGWAITINGFOR LONG TIME IN BILLING
SECTIN AT GANESH DEPARTMENT STORE
44
4.18 TABLE SHOWINGPREFER FOOD COURT & GAMMING
SECTION AT GANESH DEPARTMENT STORE
46
4.19 TABLE SHOWING WHY CUSTOMER VIVISTINGIN GANESH
DEPARTMENT STORE
48
4.20 TABLE SHOWINGJUST BY VIVISTINGIN FIRST TIME GANESH
DEPARTMENT STORE
50
4.21 TABLE SHOWING RESPONDENT INTENSIONTO RE-ENTER IN
GANESH DEPARTMENT STORE
52
4.22 TABLE SHOWING MAINTAINIGTHE PRODUCTS IN GANESH
DEPARTMENT STORE
54
4.23 TABLE SHOWING CUSTOMERS FEEL (SATISFIED) OF THE
RESPONDENTS
56
4.24 TABLE SHOWINGEVER CONTACTED CUSTOMER SERVICE
GANESH DEPARTMENT STORE
58
4.25 TABLE SHOWING EXPERIENCE WITH PRODUCT HOWLIKELY
ARE YOU TO BUY PRODUCTS AGAIN GANESH DEPARTMENT
STORE
60

8. LIST OF CHARTS
CHART
NO
TITLES PAGE
NO
4.1 CHARTS SHOWING THE AGE GROUP OF THE RESPONDENTS 13
4.2 CHARTS SHOWING THE GENDER OF THE RESPONDENTS 15
4.3 CHARTS SHOWING THE QUALIFICATIONOF THE
RESPONDENTS
17
4.4 CHARTS SHOWING THE FAMILY STATUS OF THE
RESPONDENTS
19
4.5 CHARTS SHOWING THE MONTHLY INCOME OF THE
RESPONDENTS
21
4.6 CHARTS SHOWING THE VISIT GANESH DEPARTMENT STORE
OF THE RESPONDENTS
23
4.7 CHARTS SHOWING THE PUCHASE MORE OFTEN IN GANESH
DEPARTMENT STORE
25
4.8
CHARTS SHOWING THE WHICH SOURCE MADE TO BUY
PRODUCTS FROM GANESH DEPARTMENT STORE
27
4.9 CHARTS SHOWING THE MAKE PUCHASE OF PRODUCTS IN
GANESH DEPARTMENT STORE
29
4.10 CHARTS SHOWING THE GANESH DEPARTMENT STORE
PROVIDE MORE TYPE OF THE COMPANY PRODUCTS IN
CATEGORY OF THE RESPONDENTS
31
4.11 CHARTS SHOWING THE STORE SPACE WITH GANESH
DEPARTMENT STORE
33
4.12 CHARTS SHOWING THE STORE RE-PREVENATIVS
INTRAVTIONSN AT GANESH DEPARTMENT STORE
35
4.13 CHARTS SHOWING THE GANESH DEPARTMENT STORE
REMINDINGAND PRICINGTO ALL CUSTOMER IN STORE
37
4.14 CHARTS SHOWING THE CUSTOMER SERVICE IN GANESH
DEPARTMENT STORE
39

9. 4.15 CHARTS SHOWING THE DISCOUNTS IN GANESH
DEPARTMENT STORE
41
4.16 CHARTS SHOWING THE RESPONDENT BUYINGINTRESTS IN
GANESH DEPARTMENT STORE
43
4.17 CHARTS SHOWING THE WAITINGFOR LONGTIME IN BILLING
SECTIN AT GANESH DEPARTMENT STORE
45
4.18 CHARTS SHOWING THE PREFER FOOD COURT & GAMMING
SECTION AT GANESH DEPARTMENT STORE
47
4.19 CHARTS SHOWING THE WHY CUSTOMER VIVISTINGIN
GANESH DEPARTMENT STORE
49
4.20 CHARTS SHOWING THE JUST BY VIVISTINGIN FIRST TIME
GANESH DEPARTMENT STORE
51
4.21 CHARTS SHOWING THE RESPONDENT INTENSION TO RE-
ENTER IN GANESH DEPARTMENT STORE
53
4.22 CHARTS SHOWING THE MAINTAINIGTHE PRODUCTS IN
GANESH DEPARTMENT STORE
55
4.23 CHARTS SHOWING THE CUSTOMERS FEEL (SATISFIED) OF THE
RESPONDENTS
57
4.24 CHARTS SHOWING THE EVER CONTACTED CUSTOMER
SERVICE GANESH DEPARTMENT STORE
59
4.25 CHARTS SHOWING THE EXPERIENCE WITH PRODUCT HOW
LIKELY ARE YOU TO BUY PRODUCTS AGAIN GANESH
DEPARTMENT STORE
61