This document is an internship report submitted by Shekh Mohammed Thoufeeq to Visvesvaraya Technological University in partial fulfillment of the requirements for a Master of Business Administration degree. The report details a study conducted on customer perception and satisfaction towards MORE supermarkets in Mangalore taluk. It includes an acknowledgements section, table of contents, list of tables and charts, 5 chapters on the industry profile, theoretical background, data analysis and findings/conclusion. The data analysis interprets survey results on customer demographics, shopping behaviors, and ratings of the supermarket's service quality across 5 dimensions: tangibility, reliability, assurance, empathy and responsiveness.

1. INTERNSHIP REPORT
ON
A study on customer perception and satisfaction towards MORE
supermarkets with special reference to Mangalore taluk.
Submitted by
SHEKH MOHAMMED THOUFEEQ
USN 4PA14MBA46
Submitted to
VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM
In partial fulfilment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
Under the Guidance of
Mr.Zoheb Ali Mr.Yogish
Assistant Professor Store HR Manager
P.G. Department of Business Administration MORE stores
P.A. College of Engineering Mangaluru-575001
Mangaluru-574153 (External guide)
(Internal guide)
CENTER FOR MANAGEMENT STUDIES AND RESEARCH (MBA)
P.A. COLLEGE OF ENGINEERING

5. ACKNOWLEDGEMENTS
I thank Almighty, for the blessings that have been showed upon me to complete the project work
successfully. It gives me immense pleasure to acknowledge and thank all those who have given
consistent guidance, advice and encouragement in my effort.
I express my gratitude to my project guide, Mr. ZOHEB ALI, Assistant Professor, PG
Department of Business Administration, P A college of engineering who has enthusiastically
imparted relevant information, guided and supported me in carrying out this project, with
valuable suggestions and encouragement throughout the internship.
My sincere thanks to Mr.Yogish, store HR manager, more stores, Mangalore for his support has
external guide, co-operation and for providing all necessary information required for the project.
My sincere thanks to Dr. BEERAN MOIDIN, DIRECTOR - PG Department of Business
Administration, P A college of engineering for permitting me to do the project work.
I would also like to thank all the faculty members of PG Department of Business Administration
for their constant support and encouragement.
Finally, I owe my gratitude to my family and friends who had given me continuous
encouragement and support for the completion of the project.
SHEKH MOHAMMED THOUFEEQ

6. TABLE OF CONTENT
CHAPTER CONTENT
PAGE
NO
Chapter 1 Introduction 1-9
Chapter 2 Industry and Company Profile 10-31
Chapter 3 Theoretical Background of Study 32-41
Chapter 4 Data Analysis and Interpretation 42-66
Chapter 5 Summary of Findings, Suggestion and Conclusion 67-71
Bibliography 72-73
Annexure 74-76

7. LIST OF TABLES
TABLE
NO PARTICULARS PAGE NO
4.1 Table showing respondents based on gender 42
4.2
Table showing classification of respondents based on their age
group. 43
4.3 Table showing occupation classification of respondents. 44
4.4 Table showing education qualification of respondents 45
4.5 Table showing income per year of respondents. 46
4.6 Table showing respondents shopping frequency at more store 47
4.7 Table showing particular department shopped by respondents. 48
4.8 Table showing reason for purchasing at more. 49
4.9 Table showing analysis of tangibility component. 50
4.10 Table showing analysis of reliability component 53
4.11 Table showing analysis of assurance component 55
4.12 Table showing analysis of empathy component 57
4.13 Table showing analysis of responsiveness component 59
4.14 Table showing overall analysis of 5 dimensions of service quality 61

8. 4.15 Table showing regression analysis of H1 hypothesis. 62
4.16 Table showing Anova test of H1 hypothesis. 63
4.17
Table showing regression analysis of H2 hypothesis.
63
4.18 Table showing Anova test of H2 hypothesis. 63
4.19 Table showing regression analysis of H3 hypothesis. 64
4.2 Table showing Anova test of H3 hypothesis. 64
4.21 Table showing regression analysis of H4 hypothesis. 64
4.22 Table showing Anova test of H4 hypothesis. 65
4.23 Table showing regression analysis of H5 hypothesis. 65
4.24 Table showing Anova test of H4 hypothesis. 65
4.25 Table showing correlation analysis of 5 dimensions of service quality. 64

9. LIST OF CHARTS
CHART
NO PARTICULARS PAGE NO
4.1 Chart showing respondents based on gender 42
4.2 Chart showing classification of respondents based on their age group. 43
4.3 Chart showing occupation classification of respondents. 44
4.4 Chart showing education qualification of respondents 45
4.5 Chart showing income per year of respondents. 46
4.6 Chart showing respondents shopping frequency at more store 47
4.7 Chart showing particular department shopped by respondents. 48
4.8 Chart showing reason for purchasing at more. 49
4.9 Chart showing percentile value of tangibility component. 50
4.10 Chart showing percentile value of reliability component 53
4.11 Chart showing percentile value of assurance component 55
4.12 Chart showing percentile value of empathy component 57
4.13 Chart showing percentile value of responsiveness component 59
4.14 Chart showing overall analysis of 5 dimensions of service quality 61