A Study On Customer Satisfaction Towards Departmental Stores in Coimbatore

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE
A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA
CHAPTER I INTRODUCTION
a. INTRODUCTION OF THE STUDY Gone are the days were the consumer went in search of materials from shop to shop. Today, things are made available in one shop, one place. These days, consumer buying is not mere transfer of item from seller to buyer. Consumer wants buying to become a happy affair. They would like to see, touch and feel the commodities that they buy. Understanding this psychology for the consumer many organizations have come to make purchase of happy affair. I.1. MARKETING Marketing is more important as it relates to consumer and their needs, whatever may be the objectives of business, the main in which it has to concentrate will be marketing. Business today, concentrating on marketing is found to be fairly successful though success depends on many other factors. The purchase decision being an essence is an important aspect of marketing. Consumers are liable for influence under different environment.
Under these circumstances a study has been conducted to analysis the preference of consciences towards departmental stores. Channel of distribution is also called marketing channel or trade channel, are used to provide consumer with a convenient means of obtaining the products and services they desire. Thus, the route or path through which goods more from the place of production to the place of consumption is called channel to distribution. There are various persons or business consumer such as middlemen consisting of wholesalers and retailers. I.2. DEPARTMENTAL STORES A departmental store, a retail trade shop, was started at strategic place to please the customer by giving him the choice of selecting all that he wants. There are number of departmental stores like Kannan Departmental stores, Food World, Subiksha, More for U, etc. Every business is based on understanding the consumer and providing the kind of products that the consumer want every businessman today makes some effort to convince the consumer for buying a product in a particular shop and for this reason, the researcher has under taken a survey as to why they prefer departmental store?
What are the reasons for their purchase at a departmental store? What makes them to select departmental stores? That other forms of retails outlet in Coimbatore city.
II. STATEMENT OF PROBLEM The study of the consumer behaviour enable us to analysis ones own decision in buying. The very look of the departmental store attracts people, the way in which products are visited not only to buy, but also spend sometimes in the cafeteria and to enjoy the atmosphere, the consumer takes a look to choose the product and understands the inferential as well as the external factors. This is done in a clean unpolluted atmosphere in departmental store. It is a matter for study as to why people come and buy from a departmental store.
c. OBJECTIVES OF THE STUDY The objectives of the study are: 1. To study the factor influencing the customers to purchase house hold articles from departmental store. 2. To study the needs of the customers at the place of purchase. 3. To study the consumers opinion and ideas about the price, quality and services rendered by the departmental stores. 4. To study the sales services provided by the departmental stores. 5. To suggest, improve in sales and functions in the departmental stores based on results.
d. METHODOLOGY The primary methods of data collection that is questionnaire technique was used to collect the data required. Respondents include both male and female. Convenience sampling method has been adopted under the non-probability sampling technique and about 100 samples have been collected for the study. The questionnaire consists of four parts namely, personal information, purchasing pattern, details about products and customers services provided at the store. The questionnaire was designed in such a way that the respondents were able to express their opinions and ideas freely and frankly. e. SAMPLE AREA OF THE STUDY The area covered under the study is in Coimbatore city. f.PERIOD OF THE STUDY The study was conducted during the period January 2008 to march 2008. g. STATISTICAL TOOL FOR ANALYSIS The collected data has been analyzed using percentage analysis and diagrams.
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h. LIMITATION OF THE STUDY 1. The area of study is restricted to Coimbatore city. 2. For convenience purpose, the population taken for the study refers to the customers of Kannan departmental stores, Foodworld and Subiksha. 3. The data was collected for the month of January 2008 to march 2008. 4. In order to complete the study within the time frame, the number of respondents had been restricted to 100.
i. CHAPTER SCHEME Chapter I It gives a brief introduction about the study, scope, objective, methodology and limitation of the study. Chapter II It deals with the concept of buyer behaviour and departmental store, their features and advantages taken for the study. Chapter III It covers the analysis and interpretation of the collected data. Chapter IV It covers the various findings and suggestions of the study along with the conclusion.
CHAPTER II BUYER BEHAVIOUR AND DEPARTMENTAL STORE

a. INTRODUCTION Today business faces a lot of challenges. The major work of todays business is not only to face and survive with competitors but also to study consumers needs and analysis their behaviour. Though starting a business today is easy, surviving and attaining success is an important issue to be given importance. Business, in olden days, the major work of business was to concentrate on production lines, but today the scene is different. Marketing as a business function is charges with the movement of products and services from the producer to the user. Under this concept, a business is managed with the sole purpose of making and selling what the customer wants, in the way he wants it, when and where he wants it, and at a price he is willing to pay.
I.1. CONSUMER BEHAVIOUR Consumer behaviour is defined as that behaviour exhibited by people in planning, purchasing and using economic goods and services. Buyers behaviour is the process by which individuals decide whether, what, when, where, how and from whom to purchase goods and services. Instead of trying to market what is easier for us to make, we must find out much more about what the consumer is willing to buy we must apply our creativeness more intelligently to people, and their wants and needs rather than to product Charles G. Martina emphasizing on the above statement, the target of all marketing activities should be consumers. The firms have to device plans and implement them so as to achieve consumer satisfaction. This calls for an analysis of how consumer behaves in the market place. Buyer behaviour may be viewed as an orderly process whereby the individual interacts with his environment for the purpose of making market decisions on products and services.
Thus, the chief characteristics of buyer behaviour are:

1. It includes observable physical activities, such as walking
through the market to examine the products and in making a purchase, and mental activities such as forming attitudes, perceiving advantages materials and learning to prefer a particular brand. The consumers apply both the activities to acquire goods and services and obtain satisfaction from them.
2. Consumer behaviour is a complex and dynamic concept,
too constantly changing, and therefore management need to adjust with the change, otherwise the market may be lost. 3. The individuals specific behaviour in the market place is affected by interval factors such as needs, motives, perception and attitudes as well as by external or environmental influences such as the family, social groups, cultural, economic and business influences. To achieve a better understanding of the consumer behaviour, study of those disciplines, which may provide some explanations as to why people behave as they do is required. The internal and
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external forces and influences interact in highly complex ways, affecting the individuals total pattern of behaviour as well as his buying behaviour. I.2. BUYING DECISION PROCESS This model implies that consumer pass through all five stages in buying something. This is not the case in respect of low involvement purchases. Consumer might skip or reverse some of these stages. Understanding consumer needs and buying process is essential to building effective marketing strategies.
BUYING DECISION PROCESS PROBLEM RECOGNITION
INFORMATION SEARCH
EVALUATION OF ALTERNATIVES
DECISION - MAKING
TO BUY POST-PURCHASE BEHAVIOUR
NOT TO BUY
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I.3. PROBLEM RECOGNITION The buying process starts with the buyer recognizing a problem or need. The buyer senses a difference between his or her actual state and a desired state. The need can be aroused by internal or external factors. In the former case, the persons normal needs hunger, thirst, sex rises to threshold travel and becomes a drive. The person out of experience has learned to cope up with the drive and its motivated towards a class of objects that he or she knows will satisfy the drive. I.4. INFORMATION SEARCH As the next step, a consumer will try to search for more information from various sources, to have an idea about the competing brands and their features and to purchase accordingly. The various sources which provide information are: 1. Personal sources - Family friends, Neighbours, etc.
2. Commercial sources - Advertisements, Salesmen, Dealers, Packages 3. Public sources - Mass Media
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4. Experimental source - Examining, using and handling the
product
I.5. EVALUATION OF ALTERNATIVES A consumer uses information to arrive at a set of final brand choices. The question is, how does the consumer choose among the alternative brands in the choice set? He evaluates the various alternatives available in the market on the basis of certain attributes. There is no simple and single evaluation process used by all consumers or by one consumer in all buying situations. The attributes of interest to buyer vary by product, their need, quality, style, etc. I.6. PURCHASE DECISION Having evaluated the purchase alternatives, he has to decide whether to buy or not to buy. If he has decided to buy, then he has to take decisions regarding the brand, the quantity of purchase, the place of purchase and the mode of payment to the made.
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I.7. POST PURCHASE BEHAVIOUR After purchasing the product, the consumer will experience some level of satisfaction or dissatisfaction. This will influence his subsequent behaviour. If he is satisfied, he will show more interest to buy the product the product or get information that might confirm its high value. Hence, to satisfy a consumer, a market must try to convince him to choose a product, the attributes for which a consumer gives importance must be analyzed. The marketers job does not come to an end as soon as the product is being bought, but continues into the post purchase period. Further, proper understanding of the various participants behaviour in the buying process and the major influences on their buying behaviour, will help the marketers to design effective marketing programs for their target markets.
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II.1. FACTORS THAT INFLUENCE BUYER BEHAVIOUR Throughout the buying process, various factors may influence the buyer. A persons culture, social class, reference groups and selfimage all have a bearing on the purchase decision. As to the situational factors like the presentation of the product, the events in the buyers life and the persons mood at the time of purchase also induce him to purchase a product of his choice. II.2. CULTURAL FACTORS Culture is the most fundamental of a persons wants and behaviour. It refers to a set of learned beliefs, attitudes, values, customs, habits, etc., and determines human wants and behaviour. Separate marketing strategy can be developed for each culture and market can be segmented for patterns of behaviour varying between different cultures.
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II.3. SOCIAL FACTORS Social factors include the following: a. Reference groups People are influenced by many groups. The various reference groups are
Membership Groups
These are groups to which the person belongs and interacts. These groups have a direct influence on its members behaviour.
Primary Groups
This includes groups of friends, family members, neighbours, co-staff, etc. The consumer has a fairly continuous interaction with his friends, family, neighbours, etc.
Secondary Groups
This includes religions groups, professional groups, etc., with whom the consumer has only a less continuous interaction.
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Aspirational Groups
These are the groups to which a person would like to become its members as well as influenced by them. b. Family Family can influence a persons buying behaviour because most consumers belong to a family. Marketers should study the role and the relative influence of the husband, wife and children in the purchase of product or services. c. Social Class The different classes namely, upper class, middle class and lower class also determine the behaviour of a person to purchase his products. Low class customers buy usually on impulse and do not even care to read advertisement much. Middle class consumer purchase carefully and read advertisements much to know and compare the prices of different procedures engaged in the same line of activity. Upper class consumers want high class goods maintain their status in the society.
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II.4. PERSONAL FACTORS A buyers behaviour is also influenced by personal factors such as age, occupation, income, life style, etc. a. Age People buy different products at their different life stage, their taste, preferences, etc., also change with change in life stage. For instance, taste in dress materials, recreation etc., are age related.
b. Occupation For certain occupation, the purchase of certain type of products is necessary. For example, a sales representative will buy fancy dress, shoes, suitcase, etc., to win the attention of the people. Similarly, a chief executive of a company will buy costly suits, undergo air travel, etc.
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c. Income Income being the main source of purchasing power, the buying pattern of people differs with different level of income. d. Life Style The term life style refers to the persons pattern of living in the world. People belong to same social class, occupation, may lead quite different life styles. Life style attempts to profile a persons way of being and acting in the world. II.5. PSYCHOLOGICAL FACTORS A persons buyer behaviour is also influenced by the following psychological factors. a. Motivation A motive as an inner urge that moves a person to some action. People buy goods as a result of certain mental as well as economical forces that create desires of buying such goods.
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b. Perception Perception is the process by which an individual selects, organizes and interprets information inputs to create a meaningful picture of the world. Persons at the same motivated stage may act in a quite different manner if they perceive the situation differently. c. Learning Learning may be defined as all changes in an individuals behaviour arising from past experience. Learning is the main aspect in the study of human behaviour. Buying decisions are affected critically by the learning experience of buyers. d. Attitudes An attitude is a state of mind feeling. If may be described as a persons emotional feeling, action, tendencies towards some idea or object. If a person has an attitude towards a product, it is difficult to change his attitude because a persons attitude settles into a consistent pattern. It induces him to behave in some way. People have attitudes towards each and everything and to study the buyer behaviour it has to be taken into notice.
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CHAPTER III ANALYSIS AND INTERPRETATION OF DATA
INTRODUCTION All the information collected from the sample respondents is analyzed and the results presented at the end of this chapter. The data analysis are related to the customer need in a departmental store, various factors influencing their purchase and their opinion regarding the products price, quality and etc, and the after sales services rendered by the departmental store.
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Table No. 3.1 TABLE SHOWING THE AGE GROUP OF THE RESPONDENTS
AGE BELOW 20 21 TO 30 31 TO 40 ABOVE 40 TOTAL NO. OF RESPONDENTS 19 46 23 12 100 PERCENTAGE (%) 19 46 23 12 100
INFERENCE: The above table representing the age group of the respondents. More than one-third (46%) of the respondents, belong to the age group of 21 30 years,23% respondents are belong to the age group 31 of the
40 years and a
least of 12% belong to the age group of above 40 years.
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Table No. 3.2 TABLE SHOWING THE SEX OF THE RESPONDENTS
GENDER
NO. OF RESPONDENTS
PERCENTAGE (%)
MALE
42
42
FEMALE
58
58
TOTAL
100
100
INFERENCE: The table representing the sex of the respondents. It shows that, about 42% of the respondents are male and 58% of them are female.
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Table No. 3.3 TABLE SHOWING THE MARITAL STATUS OF THE RESPONDENTS NO. OF RESPONDENTS PERCENTAGE (%)
MARITAL STATUS
MARRIED UNMARRIED TOTAL
57 43 100
57 43 100
INFERENCE: The table shows the marital status of the respondents. It reveals that, about 57% of the total respondents are married and others are unmarried.
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Table No. 3.4 TABLE SHOWING THE EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
EDUCATIONAL QUALIFICATION SCHOOL LEVEL DEGREE / DIPLOMA PG PROFESSIONAL TOTAL NO. OF RESPONDENTS 30 32 23 15 100 PERCENTAGE (%) 30 32 23 15 100
INFERENCE: The above table showing the educational qualification of the respondents. It reveals that nearly one-third (32%) of the respondents are Degree / Diploma holders. Followed by 30% of the respondents are school level and least respondents (15%) are professionals.
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Table No. 3.5 TABLE SHOWING THE OCCUPATIONAL STATUS OF THE RESPONDENTS OCCUPATION STUDENT HOUSE WIFE EMPLOYED BUSINESS TOTAL NO. OF RESPONDENTS 23 27 26 24 100 PERCENTAGE (%) 23 27 26 24 100
INFERENCE: Above table showing the occupational status of the respondents. It reveals that, more than one-forth (27%) of the respondents are house wife, followed by 26% of the respondents are employed and least no. of respondents are students.
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Table No. 3.6 TABLE SHOWING THE MONTHLY INCOME OF THE FAMILY OF THE RESPONDENTS MONTHLY INCOME UP TO Rs.3000 Rs.3001 TO Rs.6000 RS.6001 TO Rs. 9000 Rs.9001 TO Rs.12000 TOTAL NO. OF RESPONDENTS 4 25 32 39 100 PERCENTAGE (%) 4 25 32 39 100
INFERENCE: The above table showing the monthly income of the respondents. It tells that 39% of the respondents are having the monthly income of above Rs.9,000, 32% of the respondents are having monthly income of Rs.6,001 Rs.9,000. And the least (4%) number of the respondents are having monthly income of the less than Rs.3,000.
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Table No. 3.7 TABLE SHOWING THE NUMBER OF MEMBERS IN THE FAMILY OF THE RESPONDENTS FAMILY SIZE UP TO 2 3 TO 4 5 TO 6 ABOVE 6 TOTAL NO. OF RESPONDENTS 10 56 31 3 100 PERCENTAGE (%) 10 56 31 3 100
INFERENCE: The table representing the size of the family. It reveals that more than 56% of the respondents are belongs to the family size of 3 4 members. And least 3% of the respondents are belongs to the family size of above 6.
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Table No. 3.8 TABLE SHOWS THE NORMALLY THE PRODUCTS PURCHASED BY THE RESPONDENTS
NORMALLY PRODUCTS PURCHASED FROM DEPARTMENTAL STORES SHOPS / MARKETS SALES REPRESENTATIVES EXHIBITION TOTAL NO. OF RESPONDENTS 52 46 2 0 100 PERCENTAGE (%) 52 46 2 0 100
INFERENCE: Above table showing the sources of purchases of the respondents. It reveals that more than 50% of the respondents are purchasing the products from departmental stores. And less than 50% of the respondents are purchasing products from shops / market.
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Table No. - 3.9 TABLE SHOWING THE MEDIA INSIST TO PURCHASE IN DEPARTMENTAL STORES
SOURCE OF INFORMATION TELEVISION NEWS PAPER PAMPHLETS WORD OF MOUTH TOTAL NO. OF RESPONDENTS PERCENTAGE (%) 26 22 9 43 100 26 22 9 43 100
INFERENCE: The table representing the source of awareness about the departmental stores. It shows that 43% of the respondents are aware of the departmental stores through word of mouth advertisement and a least percentage of 9% are aware of the store through pamphlets.
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Table No. 3.10
TABLE SHOWING THE CUSTOMERS MOST FAVOURABLE DEPARTMENTAL STORE

FAVORABLE STORE KANNAN FOOD WORLD SUBHIKSHA OTHERS TOTAL NO. OF RESPONDENTS 58 15 14 13 100 PERCENTAGE (%) 58 15 14 13 100
INFERENCE: Above table representing the favourable departmental store of the respondents. It tells that more than 50% of the respondents are going to the Kannan departmental store and least percentage of 13% are going to other departmental sotres.
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Table No. 3.11 THE TABLE SHOWING THE REASON FOR PURCHASING THROUGH DEPARTMENTAL STORES
REASON FOR PURCHASE NO. OF RESPONDENTS CONVENIENT PRESTIGE LESS COST MORE QUALITY TIME SAVING TOTAL 22 11 23 32 12 100 PERCENTAGE (%) 22 11 23 32 12 100
INFERENCE: The table showing the reasons for purchasing through departmental stores. Nearly one third (32%) of the respondents are prefer the store due to more quality, followed by 23% of the respondents are prefer the store due to less cost and least 11% of the respondents are prefer the store due to prestige.
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Table No. 3.12 TABLE SHOWING THE NUMBER OF YEARS PURCHASED THROUGH DEPARTMENTAL STORES
NO. OF YEARS PURCHASING FROM DEPARTMENTAL STORES LESS THAN ONE YEAR 1 TO 2 YEAR 2 TO 3 YEARS ABOVE 3 YEARS TOTAL
NO. OF RESPONDENTS
PERCENTAGE (%)
15 30 17 38 100
15 30 17 38 100
INFERENCE: Above table representing the number of years purchasing form departmental stores it reveals that the more than one-third (38%) of the respondents are belong to the category above 3 years followed by 30% of the respondents are belong to the category 1 2 years and least percentage of 15% are belong to the category less than a year.
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Table No. 3.13 TABLE SHOWING THE TYPE OF PRODUCT PURCHASED THROUGH DEPARTMENTAL STORE.
TYPE OF PRODUCT BUY FROM DEPARTMENTAL STORE FRUITS VEGETABLES PROVISIONS GROCERIES HEALTH PRODUCTS AND AND
NO. OF RESPONDENTS
PERCENTAGE (%)
15 26 4 6 2 47 100
15 26 4 6 2 47 100
COSMETIC PRODUCTS CARE
STATIONARY PRODUCTS ALL THE ABOVE TOTAL
INFERENCE: The table representing the items purchasedfrom departmental stores. It reveals that nearly 50% of the respondents are purchase all the above mentioned products 26% of the respondents are purchase provisions and groceries and least percentage of the 2% are purchase only health care product.
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Table No. 3.14 TABLE SHOWING THE HANDLING OF DAMAGED PRODUCT IN DEPARTMENTAL STORE
DAMAGE HANDLING IMMEDIATE RECTIFICATION DELAY RECTIFICATION NO EXCHANGE NO RESPONSE TOTAL IN NO. OF RESPONDENTS 61 16 14 9 100 PERCENTA GE (%) 61 16 14 9 100
INFERENCE: The above table shows the damage handling by the departmental stores. It reveals that more than 60% of the respondents are getting immediate rectification from the damages 16% of the respondents are getting late rectification and least percentage of the 9% are getting no response from the stores.
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Table No. 3.15 THE TABLE SHOWING THE FREE DELIVERY SERVICE IN DEPARTMETAL SOTRES
FREE DOOR DELIVERY NO. OF RESPONDENTS ALWAYS OFTEN SOMETIMES NO TOTAL 35 20 28 17 100 PERCENTAGE (%) 35 20 28 17 100
INFERENCE: Above table shows the free door delivery rendered by the departmental store. It says that more than one-third (35%) of the respondents getting free door delivery always. Followed by 28% of the respondents are getting free door delivery sometimes. Only least percentage of 17% are getting no free door delivery.
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Table No. 3.16
TABLE SHOWING THE PARKING FACILITY IN DEPARTMENTAL STORE

NO. OF RESPONDENTS PERCENTAG E (%)
PARKING FACILITY
TWO WHEELER ONLY FOUR ONLY BOTH NO FACILITY TOTAL PARKING WHEELER
39 3 28 30 100
39 3 28 30 100
INFERENCE: Above table reveals the parking facility of the
departmental stores. It says that nearly two-fifth (39%) of the respondents are enjoying only two wheeler parking facility, followed by 30% are getting no parking facility and least percentage of 3% are getting only four wheeler parking facility.
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Table No. 3.17
TABLE SHOWING THE DISCOUNTS AND BENEFITS RENDERED BY THE DEPARTMENTAL STORES
DISCOUNT AND BENEFITS ALWAYS OFTEN SOMETIMES NO TOTAL NO. OF RESPONDENTS 11 23 50 16 100 PERCENTAGE (%)
11 23 50 16 100
INFERENCE: The above table representing the discounts and benefits enjoyed by the respondents, it says that 50% of the respondents are enjoying the discounts and benefits sometimes only, 23% of the respondents enjoying the discounts and benefits often and least percentage of 11% are enjoying always.
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Table No. 3.18 TABLE SHOWING THE CUSTOMERS CARE SERVICE EFFECTIVE IN DEPARTMENTAL STORE
CUSTOMER CARE HIGHLY SATISFIED SATISFIED FAIR DISSATISFIED TOTAL NO. OF RESPONDENTS 43 26 19 12 100 PERCENTAGE (%) 43 26 19 12 100
INFERENCE: The above table shows the customer care service of the departmental store. It tells that more than two-fifth (43%) of the respondents are highly satisfied with the customer care service, more than one-fifth (26%) of the respondents are satisfied with the customer care service and 12% of the respondents are dissatisfied with the customer care service.
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Table No. 3.19 TABLE SHOWING THE SATISFACTION OF PRODUCT PURCHASED THROUGH DEPARTMENTAL STORE
SATISFIED WITH THE PRODUCTS YES NO TOTAL NO. OF RESPONDENTS 76 24 100 PERCENTAGE (%) 76 24 100
INFERENCE: Above table reveals the customers satisfaction towards the products. It says that more than three-fourth (76%) of the respondents are satisfied with the products and less than one forth (24%) of the respondents are not satisfied with the product.
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Table No. 3.20 TABLE SHOWING THE REASON FOR NOT SATISFYING THE CUSTOMER IN DEPARTMENTAL STORES
IF NO THE REASON MORE COST HIGH INVESTMENT NO BARGAINING OTHERS TOTAL NO. OF RESPONDENTS 7 3 13 1 24 PERCENTAGE (%) 29 12 54 4 100
INFERENCE: Above table dealt with the reasons for not satisfied with the products. It reveals that, more than 50% of the respondents are not satisfied because of the no bargaining, 29% of the respondents states that there is more cost for the products.
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Table No. 3.21 THE TABLE SHOWING THE DIFFICULTY OF BUYING THE PRODUCT THROUGH DEPARTMENTAL STORE DIFFICULTY IN BUY YES NO. OF RESPONDENTS 45 PERCENTAGE (%)
45
NO
55
55
TOTAL
100
100
INFERENCE: Above table reveals the difficulty faced by the respondents while purchasing. It says that 45% of the respondents are facing some difficulties while purchasing and 55% of the respondents are not facing any difficulty.
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Table No. 3.22 TABLE SHOWING THE REASON FOR DIFFICULTY OF BUYING THE PRODUCT THROUGH DEPARTMENTAL STORE
IF YES THE REASON NO. OF RESPONDENTS PERCENTAGE (%) 42 16 38 4 100
TIME CONSUMING TOO MUCH FORMALITIES DELAY IN RECEIVING THE PRODUCTS OTHERS TOTAL
19 7 17 2 45
INFERENCE: The above table represents the reason for difficulty of buying the products through departmental store. It reveals that , 48% of the respondents are saying that the departmental store is time consuming, followed by 38% of the respondents are saying that receiving the products are getting delay.
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Table No. 3.23 TABLE SHOWING THE FAMILY MEMBERS SATISFIED WITH THE DEPARTMENTAL STORE
FAMILY MEMBERS SATISFIED
NO. OF RESPONDENTS
PERCENTAGE (%)
YES NO TOTAL
90 10 100
90 10 100
INFERENCE:
The above table reveals the satisfaction of the respondents family members. It reveals majority of the respondents family members are satisfied with the departmental store.
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Table No. 3.24 TABLE SHOWING THE WILLINGNESS OF RESPONDENTS TO RECOMMENDING OTHER TO BUY IN DEPARTMENTAL STORE RECOMMEND OTHERS TO BUY IN DEPARTMENTAL STORES YES NO TOTAL
NO. OF RESPONDENTS
PERCENTAGE (%)
84 16 100
84 16 100
INFERENCE: Table representing the willingness of respondents to recommend others to buy in departmental stores. It says that more than four-fifth (84%) of the respondents are having willingness to recommend other to buy in departmental stores.
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Table No. 3.25 TABLE SHOWING THE ADVANTAGE OF DEPARTMENTAL STORES THAN OTHER STORES
ADVANTAGES THAN OTHER NO. OF RESPONDENTS
PERCENTAGE (%)
YES NO TOTAL
83 17 100
83 17 100
INFERENCE: Above table represents the advantages of departmental store than other store. It reveals that the more than fourth-fifth (83%) of the respondents are accepting that the department stores are more advantagus than other.
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CHI-SQUARE TEST
Chi-square test is one of the simplest and most widely used nonparametric tests in statistical work. This test was first used by Karl Pearson in the year 1900. The quantity describes the magnitude of the discrepancy between theory and observation.
It is a method to test the relationship between the theoretical (hypothesis) & the observed value.
Chi square test (X2) = (O E)2 / E Degrees Of Freedom = V = (R 1) (C -1) Were, O = Observed Frequency E = Expected Frequency R = Number of Rows C = Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
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TABLE NO. 3.1 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN AGE AND SATISFACTION LEVEL
AGE UPTO 20 21 - 30 31 - 40 ABOVE 40 TOTAL LEVEL OF SATISFACTION HIGH MODERATE LOW 2 22 1 15 36 13 0 5 0 1 6 3 18 69 17 TOTAL 25 64 5 10 104
HO:
There is no significant relationship between age and level of satisfaction.
H1: 1
There is significant relationship between age and level of satisfaction

O 2 15 0 1 22 36 5 6 1 13 0 3 E 4.50 11.52 0.90 1.80 17.25 44.16 3.45 6.90 4.25 10.88 0.85 1.70 TOTAL O-E -2.50 3.48 -0.90 -0.80 4.75 -8.16 1.55 -0.90 -3.25 2.12 -0.85 1.30 (O-E)2 6.25 12.11 0.81 0.64 22.56 66.59 2.40 0.81 10.56 4.49 0.72 1.69 (O-E)2/E 1.39 1.05 0.90 0.36 1.31 1.51 0.70 0.12 2.49 0.41 0.85 0.99 11.07
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X2 = (O-E)2 / E =
11.07
Number of degree of freedom: ndf = (row-1) (column 1) (3) = 6 (2)
Table value of x2 at 5% level of significant = 12.59 Conclusion:
HO is accepted since the calculated value of x2 (11.07) less than the table value of x2 (12.59) hence there is no significant relationship between satisfaction and marital status.
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TABLE NO. 5.2 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN GENDER AND SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
GENDER
LEVEL OF SATISFACTION HIGH 11 7 18 MODERATE 42 27 69 LOW 13 4 17 TOTAL 66 38 104
MALE FEMALE TOTAL
HO: There is no significant relationship between gender and level of satisfaction. H1: 1 There is significant relationship between gender and level of satisfaction
O 11 7 42 27 13 4
E 11.88 6.84 45.54 26.22 11.22 6.46
O-E -0.88 0.16 -3.54 0.78 1.78 -2.46
(O-E)2 0.77 0.03 12.53 0.61 3.17 6.05
(O-E)2/E 0.07 0.00 0.28 0.02 0.28 0.94
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TOTAL
1.59
X2 = (O-E)2 / E =
1.59
HO is accepted since the calculated value of x2 (1.59) less than the table value of x2 (5.99) hence there is no significant relationship between level satisfaction and gender.
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TABLE NO. 5.3 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN MARITAL STATUS AND SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
MARITAL STATUS
LEVEL OF SATISFACTION HIGH 7 11 18 MODERATE 17 52 69 LOW 6 11 17
TOTAL
MARRIED UNMARRIED TOTAL
30 74 104
HO:
There is no significant relationship between marital status and level of satisfaction.
H H1
level
There is significant relationship between marital status and
of satisfaction
O 7 11 17 52 6 11
E 5.40 13.32 20.70 51.06 5.10 12.58 TOTAL
O-E 1.60 -2.32 -3.70 0.94 0.90 -1.58
(O-E)2 2.56 5.38 13.69 0.88 0.81 2.50
(O-E)2/E 0.47 0.40 0.66 0.02 0.16 0.20 1.91
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X2 = (O-E)2 / E =
1.91
HO is accepted since the calculated value of x2 (1.91) less than the table value of x2 (5.99) hence there is no significant relationship between level satisfaction and marital status.
78
TABLE NO. 5.4 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN EDUCATIONAL QUALIFICATION AND SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
EDUCATIONAL QUALIFICATION UP TO HSC GRADUATE PROFESSIONAL OTHERS TOTAL
LEVEL OF SATISFACTION HIGH MODERATE LOW 6 9 2 1 18 4 6 1 6 17 18 36 8 7 69
TOTAL 28 51 11 14 104
HO:
There is no significant relationship between
educational qualification and level of satisfaction. H1: 1 There is significant relationship between educational
qualification and level of satisfaction

O 6 9 2 1 4 6 1 6 18 36 8 7 E 5.04 9.18 1.98 2.52 4.76 8.67 1.87 2.38 19.32 35.19 7.59 9.66 TOTAL O-E 0.96 -0.18 0.02 -1.52 -0.76 -2.67 -0.87 3.62 -1.32 0.81 0.41 -2.66 (O-E)2 0.92 0.03 0.00 2.31 0.58 7.13 0.76 13.10 1.74 0.66 0.17 7.08 (O-E)2/E 0.18 0.00 0.00 0.92 0.12 0.82 0.40 5.51 0.09 0.02 0.02 0.73 8.09
79
X2 = (O-E)2 / E =
8.09
HO is accepted since the calculated value of x2 (8.09) less than the table value of x2 (12.59) hence there is no significant relationship between level satisfaction and educational qualification.
80
TABLE NO. 5.5 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN OCCUPATION AND SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
OCCUPATION BUSINESS PROFESSIONAL EMPLOYEE HOME MAKER STUDENT OTHERS TOTAL LEVEL OF SATISFACTION HIGH MODERATE LOW 3 9 4 0 2 0 5 20 8 2 5 1 8 32 4 0 1 0 18 69 17 TOTAL 16 2 33 8 44 1 104
HO: H1: 1
There is no significant relationship between occupation
and level of satisfaction. There is significant relationship between occupation

(O-E)2 0.01 0.13 0.88 0.31 0.01 4.16 0.38 7.67 0.27 2.69 1.64 0.12 5.71 0.13 12.11 (O-E)2/E 0.01 0.36 0.15 0.22 0.00 0.38 0.28 0.34 0.05 0.09 0.60 0.34 1.02 0.10 1.62 3.82
and level of satisfaction

O 3 0 5 2 8 9 2 20 5 32 4 0 8 1 4 E 2.88 0.36 5.94 1.44 7.92 11.04 1.38 22.77 5.52 30.36 2.72 0.34 5.61 1.36 7.48 TOTAL O-E 0.12 -0.36 -0.94 0.56 0.08 -2.04 0.62 -2.77 -0.52 1.64 1.28 -0.34 2.39 -0.36 -3.48
X2 = (O-E)2 / E =
3.82 81
HO is accepted since the calculated value of x2 (3.82) less than the table value of x2 (18.30) hence there is no significant relationship between level satisfaction and occupation.
82
TABLE NO. 5.6 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN MONTHLY INCOME AND SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
MONTHLY INCOME LESS THAN Rs.5000 Rs.5001 TO 10000 Rs.10001 TO 15000 ABOVE 15000 TOTAL
LEVEL OF SATISFACTION HIGH MODERATE LOW 4 27 1 12 27 9 1 10 1 1 5 6 18 69 17
TOTAL 32 48 12 12 104
HO: H1: 1
There is no significant relationship between monthly There is significant relationship between monthly income
income and level of satisfaction.
O 4 12 1 1 27 27 10 5 1 9 1 6
E 5.76 8.64 2.16 2.16 22.08 33.12 8.28 8.28 5.44 8.16 2.04 2.04 TOTAL
O-E -1.76 3.36 -1.16 -1.16 4.92 -6.12 1.72 -3.28 -4.44 0.84 -1.04 3.96
(O-E)2 3.10 11.29 1.35 1.35 24.21 37.45 2.96 10.76 19.71 0.71 1.08 15.68
(O-E)2/E 0.54 1.31 0.62 0.62 1.10 1.13 0.36 1.30 3.62 0.09 0.53 7.69 11.21
X2 = (O-E)2 / E =
11.21 83
HO is accepted since the calculated value of x2 (11.21) less than the table value of x2 (12.59) hence there is no significant relationship between level satisfaction and monthly income.
84
TABLE NO. 5.7 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN SERVICE PROVIDERS AND SATISFACTION SERVICE PROVIDERS AIRCEL AIRTEL BSNL RELIANCE TATA INDICOM VODAFONE OTHERS TOTAL LEVEL OF SATISFACTION HIGH MODERATE LOW 3 18 2 12 36 5 0 3 1 0 4 4 0 1 2 3 6 3 0 1 0 18 69 17 TOTAL 23 53 4 8 3 12 1 104
HO: H1: 1
O 3 12 0 0 0 3 0 18 36 3 4 1 6 1 2 5 1 4 2 3 0
There is no significant relationship between service providers
and level of satisfaction. There is significant relationship between service providers

(O-E)2 1.30 6.05 0.52 2.07 0.29 0.71 0.03 4.54 0.32 0.06 2.31 1.14 5.20 0.10 3.65 16.08 0.10 6.97 2.22 0.92 0.03 (O-E)2/E 0.31 0.63 0.72 1.44 0.54 0.33 0.00 0.29 0.01 0.02 0.42 0.55 0.63 0.00 0.93 1.78 0.15 5.12 4.35 0.45 0.00 8.76

E 4.14 9.54 0.72 1.44 0.54 2.16 0.18 15.87 36.57 2.76 5.52 2.07 8.28 0.69 3.91 9.01 0.68 1.36 0.51 2.04 0.17 O-E -1.14 2.46 -0.72 -1.44 -0.54 0.84 -0.18 2.13 -0.57 0.24 -1.52 -1.07 -2.28 0.31 -1.91 -4.01 0.32 2.64 1.49 0.96 -0.17 TOTAL
X2 = (O-E)2 / E =
8.76 85
HO is accepted since the calculated value of x2 (8.76) less than the table value of x2 (21.06) hence there is no significant relationship between level satisfaction and service provider.
86
TABLE NO. 5.8 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN USE OF CELL PHONE AND SATISFACTION
LEVEL OF SATISFACTION PURPOSE HIGH BUSINESS PERSONAL TOTAL 3 15 18 MODERATE 7 62 69 LOW 5 12 17 15 89 104 TOTAL
HO: H1: 1
There is no significant relationship between use of cell
phone and level of satisfaction. There is significant relationship between use of cell phone
O 3 15 7 62 5 12
E 2.70 16.02 10.35 61.41 2.55 15.13 TOTAL
O-E 0.30 -1.02 -3.35 0.59 2.45 -3.13
(O-E)2 0.09 1.04 11.22 0.35 6.00 9.80
(O-E)2/E 0.03 0.06 1.08 0.01 2.35 0.65 4.19
87
X2 = (O-E)2 / E =
4.19
HO is accepted since the calculated value of x2 (4.19) less than the table value of x2 (5.99) hence there is no significant relationship between level satisfaction and use of cell phone.
88
TABLE NO. 5.9 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN USE OF CELL PHONE AND SATISFACTION
TYPE OF CONNECTION POST PAID PREPAID TOTAL
LEVEL OF SATISFACTION HIGH 4 14 18 MODERATE 14 55 69 LOW 8 9 17
TOTAL 26 78 104
HO: H1: 1
There is no significant relationship between type of connection
and level of satisfaction. There is significant relationship between type of connection
O 4 14 14 55 8 9
E 4.68 14.04 17.94 53.82 4.42 13.26 TOTAL
O-E -0.68 -0.04 -3.94 1.18 3.58 -4.26
(O-E)2 0.46 0.00 15.52 1.39 12.82 18.15
(O-E)2/E 0.10 0.00 0.87 0.03 2.90 1.37 5.26
89
X2 = (O-E)2 / E =
5.26
HO is accepted since the calculated value of x2 (5.26) less than the table value of x2 (5.99) hence there is no significant relationship between level satisfaction and type of connection.
90
CHAPTER IV
FINDINGS, SUGGESTIONS AND CONCLUSION
Based on the summary of the analysis and interpretation of data as per study, the following are the findings, followed up suggestions recommended to improve the sales and functioning of the stores. Findings of the study: 1. The study reveals that the respondents are aware of
various features of departmental stores. 2. A majority of the respondents come to know about the
departmental stores through word of mouth advertisement. 3. Many customers visiting the stores belong to the age 21
30 years. 4. The female respondents visiting the stores outnumber
the male. 5. 6. More number of married respondents visits the store. More number of degree / Diploma holder and school
level respondents also visits the stores.

91
7.
Most of the respondents visiting the stores are house
wives followed by employees. 8. Many of the respondents family monthly incomes fall
above Rs.9,000. 9. The family size of most of the respondents falls within 3
4 members. 10. Most of the respondents are purchasing products from departmental stores followed by the shops / market. 11. Most of the respondents are visiting the Kannan departmental stores. 12. A majority of the respondents prefer the departmental stores for a. b. c. More quality Less cost Convenient
13. Most of the respondents are visiting the departmental stores more than 3 years.
92
14. A majority of the respondents visiting the store and purchase fruits and vegetables, provisions and groceries, cosmetic products, health care products and stationary products. 15. A majority of the respondents are getting immediate rectification from the damages. 16. Most of the respondents are always getting the free door delivery service. 17. Most of the respondents are getting both tow-wheeler and four wheeler parking facility. 18. A majority of the respondents are highly satisfied with the customer cared service rendered at the stores. 19. More than 75% of the respondents are satisfied with the products purchased from departmental stores. 20. Major reasons for not satisfying are no bargaining and more cost. 21. More than 50% of the respondents are raving no difficulty in buying the product.
93
22. Major reasons for the difficulties are time consuming and delay in receiving the product. 23. 90% of the respondents family members are satisfied with the products purchased from departmental stores. 24. More than four fifth of the respondents are interested in recommending departmental stores to others. 25. The study reveals that the departmental stores are advantageous than other stores.
94
SUGGESTIONS: Based on the findings, the following suggestions have been recommended to improve the sales and functioning at the store.
1.
As the majority of the respondents are aware of
departmental stores not through advertisement, it is suggested that the store puts in more efforts in making the advertising media an effective source of information in reaching the customers at large.
2.
Efforts should be made to reduce the price of certain
products like fancy items, childrens toys, etc.,

3.
Steps should be formulated to make the customers
aware of the door delivery system facility provided.

4.
It is suggested to the management to appoint more
number of skilled sales persons in order to attract customers.

5.
It is recommended to the management to make the
billing procedure more convenient.

6.
Steps should be taken to avoid waiting and arrangements
be made to park the customers vehicle without any problem.

95
7.
It is suggested to the management to make the
department store account for the benefit of the customers and the persons working at the store.
8.
Steps should be taken to set up departmental stores in
different parts of the city for the easy accessibility.
96
CONCLUSION
Modern marketing is consumer oriented: The starting point in evolution of market driven strategies in getting know about what, where, when and how the customers are in need of their wants. The various marketing channels are used to provide consumers with a convenient means of obtaining the products and services they desire one. Such retail marketing channel is the departmental stores. The features such as product choice, display of good and other services facility provided attract the customers at large. The study reveals that the customers are satisfied with the contributors made by departmental stores and they are interested in recommending it to other prospective customers.
97
1. 2.
Name Age
: : c) 31-40 yeas d)Above 40 years : Male / Female
a) Below 20 years b) 21- 30 years 3. 4. 5. Sex Marital status
: Married / Unmarried
Educational qualification a) School level b) Degree /Diploma c) PG d) professional
6. Occupational status a) Student b) House wife 7. Monthly income of the family a) Up to Rs.3,000 b) Rs. 3,000 to 6,000 8. No. of members in the family a) Up to 2 b) 2 to 4 c) 4 to 6 d) Above 6 c) Rs. 6,000 to Rs.9,000 d) Above Rs. 9,000 c) Employed d) Business
98
9. Normally you buy products at a) Departmental stores b) Shops / markets c) From sales representatives d) Exhibition 10. Have you purchased any product from departmental stores ? a) Yes b) No
11. Which media insist you to purchase in departmental stores ? a) Advertisement through television b) Advertisement through news paper c) Advertisement through pamphlets d) Word of mouth advertisement 12. Which departmental stores is most favorable to you ? a) Kannan b) Food World c)Subhiksha d)Others
13. Reason for purchasing through departmental stores. a) Convenient b) Prestige c) Less cost 14. How many years are you purchased from departmental stores? a) Less than a year b) 1 to 2 c) 2 to 3 d) Above 3 years d) More quality e) Time saving
99
15. State which type of product you purchase through departmental stores? a) Fruits & vegetables b) Provisions & groceries c) Cosmetic product d) Health care product e) Stationery products f) all the above
16. If there is any damage in the products, how will thep handle? a) Immediate rectification b) Delay in rectification c) No exchange d) No reaponse
17. Are they provide free door delivery service? a) Always b) Often 18. Are they provide parking facility? a) Only two wheeler b) Only four wheeler c) Both two wheeler & four wheeler d) No parking facility. 19. Are they provide discount & benefits? a) Always b) Often c) Some times d) No c) Some times d) No
20. Are they provide customer care service effectively? a) Highly satisfied b) Satisfied c) Fair d) Dissatisfied
100
21. Are you satisfied with the product you purchased through Departmental stores? a) Yes 22. if no reason. a) More cost b) No Bargaining c) High investment d) Others b) no
23. Is there any difficulty in buying the products through departmental stores? a) Yes If yes give the reason a) Time Consuming b) Too much formalities c) Delay in receiving the products d) Others 25. Are the family members satisfied with the Departmental Stores products? a) Yes b) no b) no
26. Will you recommend others to buy through Departmental Stores? a) Yes b) no
27. Do you feel Departmental store is more advantageous than any other type? 28. Any other suggestions for improvement to be made in Departmental Store?
101

A Study On Customer Satisfaction Towards Departmental Stores in Coimbatore

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A Study On Customer Satisfaction Towards Departmental Stores in Coimbatore

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A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

CHAPTER II BUYER BEHAVIOUR AND DEPARTMENTAL STORE

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

Thus, the chief characteristics of buyer behaviour are:

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

TO BUY POST-PURCHASE BEHAVIOUR

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

4. Experimental source - Examining, using and handling the

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

CHAPTER III ANALYSIS AND INTERPRETATION OF DATA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

least of 12% belong to the age group of above 40 years.

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

Table No. 3.2 TABLE SHOWING THE SEX OF THE RESPONDENTS

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA

MARRIED UNMARRIED TOTAL

A STUDY ON CUSTOMER SATISFACTION TOWARDS DEPARTMENTAL STORED IN COIMBATORE

A.SUKUMAR M.Com., M.Phil., PGDCA., COIMBAOTRE, TAMILNADU, INDIA