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Contents
Preface
Acknowledgement
Certificate
Declaration
Objective of study
Introduction of Customer
Satisfaction
Introduction of DCot
Company profile
Mission, vision, and objectives
Research methodology
Scope of the Project
Data analysis and
Interpretations
Limitations
Conclusion
Suggestions and
recommendations
Bibliography
Questionnaire

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PREFACE
I SHIVAM VERMA pursuing BBA and towards the partial Fulfillment of it, I have
undergone the brief study. I have put my endeavor to make the objective
accomplished in the stipulated time. Despite all the limitations, obstacles, and
hurdles I have toiled my hand to achieve the goal desired. Being a neophyte in the
highly competitive world of business and in cooperate world, I have come
difficulties to make the objective a reality. Anyhow with the kind help and genuine
interest formally supported by extreme support of my guide and college authorities,
we are presenting these carved efforts.
Firstly, I would like to express our deepest sense of gratitude to my parents for
rendering their moral support.
I acknowledge my heartiest thanks to Mr. Chaitanya Kaushakiya Asst. Professor for
his support and esteemed suggestions during the making of this project.

ACKNOWLEDGEMENT
An endeavor is not complete & Successful till the people who
make it possible are given due credit for making it possible. I take
this opportunity to thank all those who have made the endeavor
of mine successful for me and for all
I take the opportunity to express my gratitude to all of them who
in some or the other way helped me to accomplish this project.
The

study

cannot

be

completed

without

your

guidance,

assistance, inspiration and co-operation.

I would like to pay my sincere thank to Dr. Pramesh Gautam
Head of Department of MBA SVNiT Sagar for providing me with
the opportunity of doing the project Report.
I pay my heartiest thanks to my project guide Mr. Chaitanya
Kaushakiya Asst. Professor whom I always found supporting me.

DATE;
PLACE;

SHIVAM VERMA

CERTIFICATE
This is to certify that Shivam Verma student of BBA 4th semester in has
completed their minor project titled: - Customer Satisfaction of DCot. Swami
Vivekanand Institute of Technology, Sagar (M.P). as per the syllabus and has
submitted a satisfactory report on this project as a partial fulfillment towards the
partial fulfillment of degree of Bachelor Of Business Administration under
Swami Vivekanand Institute Of Research and Technology, Sagar (M.P.) .

.
External Examiner

..

..

Project Guide

Head of the Department

DECLARATION

I Shivam Verma hereby declare that the project Customer Satisfaction of DCot.
is an original work carried by me for the partial fulfillment of the requirement of
course Curriculum of Bachelor of Business Administration (BBA) under the
guidance of Mr. Chaitanya Kaushakiya (Asst. Professor, SVNiT, Sagar).
I have followed all the guidance & instruction issued by the institute time to time
for the preparation of this project. The completion of all the information and data
are accurate if it is found that anything is wrong or false the institute can take any
action against me. It is further submitted that this project is the property of our
college.

SIGNATURE

OBJECTIVE

To know the level of Customer Satisfaction of DCot

To enhance my knowledge about Customer Satisfaction.
To acquire information about DCot.
To enhance my knowledge regarding franchise.
To study comparatively between different franchisee.

What Is Customer Satisfaction?

Customer satisfaction is a measurement of how pleased customers are with a
particular product or service. Satisfied customers are likely to make repeat
purchases and often refer others.

Customer satisfaction is a term used in marketing to measure how products and

services supplied by a company meet customer expectation. It is seen as a key
performance indicator within the business.

Its a well-known fact that no business can exist without customers. In the business
of website design, its important to work closely with your customers to make sure
the site or system you create for them is as close to their requirements as you can
manage. Because its critical that you form a close working relationship with your
client, customer satisfaction is of vital importance. What follows is a selection of
tips that will make your clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a customer.
If youre not used to this sort of thing it can be a pretty nerve-wracking experience.
Rest assured, though, it does get easier over time. Its important to meet your
customers face to face at least once or even twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with
someone theyve actually met in person, rather than a voice on the phone or
someone typing into an email or messenger program. When you do meet them, be
calm, confident and above all, take time to ask them what they need. I believe that
if a potential client spends over half the meeting doing the talking, youre well on
your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers queries within the space of a few hours, but at least email or call them
back and let them know youve received their message and youll contact them
about it as soon as possible. Even if youre not able to solve a problem right away,
let the customer know youre working on it.
A good example of this is my web host. Theyve had some trouble with server
hardware which has caused a fair bit of downtime lately. At every step along the
way I was emailed and told exactly what was going on, why things were going
wrong, and how long it would be before they were working again. They also
apologized repeatedly, which was nice. Now if they server had just gone down
with no explanation I think Id have been pretty annoyed and may have moved my
business elsewhere. But because they took time to keep me informed, it didnt
seem so bad, and I at least knew they were doing something about the problems.
That to me is a prime example of customer service.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone.
This is very true. Its very important to be friendly, courteous and to make your
clients feel like youre their friend and youre there to help them out. There will be
times when you want to beat your clients over the head repeatedly with a blunt
object it happens to all of us. Its vital that you keep a clear head, respond to your
clients wishes as best you can, and at all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when youre just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run.
If a customer has a problem, what should they do? If the first option doesnt work,
then what? Should they contact different people for billing and technical enquiries?

If theyre not satisfied with any aspect of your customer service, who should they
tell?
Theres nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what to do
at each stage of their enquiry should be of utmost importance. So make sure your
customer service policy is present on your site and anywhere else it may be
useful.
5. Attention to Detail (also known as The Little Niceties)
Have you ever received a Happy Birthday email or card from a company you were
a client of? Have you ever had a personalized sign-up confirmation email for a
service that you could tell was typed from scratch? These little niceties can be time
consuming and arent always cost effective, but remember to do them.
Even if its as small as sending a Happy Holidays email to all your customers, its
something. It shows you care; it shows there are real people on the other end of
that screen or telephone; and most importantly, it makes the customer feel
welcomed, wanted and valued.
6. Anticipate Your Clients Needs & Go out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
Take this as an example: youre working on the front-end for your clients exciting
new ecommerce endeavor. You have all the images, originals and files backed up
on your desktop computer and the site is going really well. During a meeting with
your client he/she happens to mention a hard-copy brochure their internal
marketing people are developing. As if by magic, a couple of weeks later a CDROM arrives on their doorstep complete with high resolution versions of all the
images youve used on the site. A note accompanies it which reads:

Hi, you mentioned a hard-copy brochure you were working on and I wanted to
provide you with large-scale copies of the graphics Ive used on the site. Hopefully
youll be able to make use of some in your brochure.
Your client is heartily impressed, and remarks to his colleagues and friends how
very helpful and considerate his Web designers are. Meanwhile, in your office, you
lay back in your chair drinking your 7th cup of coffee that morning, safe in the
knowledge this happy customer will send several referrals your way.
7. Honor Your Promises
Its possible this is the most important point in this article. The simple message:
when you promise something, deliver. The most common example here is project
delivery dates.
Clients dont like to be disappointed. Sometimes, something may not get done, or
you might miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors dont always deliver on time. In this case a
quick apology and assurance itll be ready ASAP wouldnt go amiss.
Conclusion
Customer service, like any aspect of business, is a practiced art that takes time and
effort to master. All you need to do to achieve this is to stop and switch roles with
the customer. What would you want from your business if you were the client?
How would you want to be treated? Treat your customers like your friends and
theyll always come back.
If you enjoyed reading this post, youll love Learnable; the place to learn fresh
skills and techniques from the masters. Members get instant access to all of Site
Points e-books and interactive online courses, like Build a Successful Web Design
Business.

10

DCot

11

12

"Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty." "Customer satisfaction data are among the most frequently
collected indicators of market perceptions. Their principal use is twofold:"
1. "Within organizations, the collection, analysis and dissemination of these
data send a message about the importance of tending to customers and
ensuring that they have a positive experience with the companys goods and
services."
2. "Although sales or market share can indicate how well a firm is
performing currently, satisfaction is perhaps the best indicator of how likely
it is that the firms customers will make further purchases in the future.
Much research has focused on the relationship between customer
satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes." On a five-point
scale, "individuals who rate their satisfaction level as '5' are likely to
become return customers and might even evangelize for the firm. (A second
important metric related to satisfaction is willingness to recommend. This
metric is defined as "The percentage of surveyed customers who indicate
that they would recommend a brand to friends." When a customer is
satisfied with a product, he or she might recommend it to friends, relatives
and colleagues. This can be a powerful marketing advantage.) "Individuals
who rate their satisfaction level as '1,' by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments about it to
prospective customers. Willingness to recommend is a key metric relating to
customer satisfaction.
DCot - The top value fashion retail brand is in vogue with the current trends to
make fashion connoisseurs look more stylish, elegant, youthful, confident, graceful
and dynamic.
Like our valued customers, D'Cot values its associates too. Taking ahead
Donear's legacy... D'Cot will always ensure that all its associates and
business partners will 'work together to grow together'. We follow the
highest business ethics, which have remained unsurpassable till date. It's not
only the growing number of customers, but associates, stakeholders that are
witness to a successful venture.
If you desire to be a part of a winning team... to be with the best... join hands
with D'Cot to reap rich benefits.
13

Benefits & Advantages of being with D'Cot

Goods on consignment
TV Commercials on leading channels
Advertisements in leading newspapers
Vivek Oberoi as brand ambassador
Fastest growing retail company
Ambitious plan of expansion with 500 stores in 3 years
To be attuned to the current fashion trends through thorough R&D
Well-equipped supply chain management
First style wear brand to offer watches & other accessories, etc.
Round-the-year attractive schemes & offers
Good supply & logistics support
Regular updates & communication
Above allFair returns & greater satisfaction for our business associates
Products of DCot
An Exclusive Top Value Fashion Retail Brand - D'Cot is a complete fashion
house with its choicest & trendiest yet affordable style wear with unmatched
quality.
From appealing apparels to enchanting accessories all is under one roof at D'Cot.
D'Cot's range of products truly combines Style & Fashion with great panache. It
can match any occasion & mood and help fashion connoisseurs stay abreast with
the changing trends.
Its wide range of products includes:
Apparels
Formal Wear - Shirts, Trousers
Casual Wear - T-Shirts, Shirts, Denims, Jackets / Blazers, Pullover, Cargos
Party Wear - T-Shirts, Shirts, Denims, Jackets.
Accessories
Neckties
Watches
Others
14

The Brand:
Overview:
Perceiving the changing fashion trends of the Indian consumer to attain affordable
fashion-status... Donear Industries Ltd a pioneer in textile industry one of the top
500 companies in India with a market cap of USD 100 Million" launched DCot An exclusive mid-priced retail chain that is set to redefine contemporary fashion
with its unique yet innovative range of apparels, watches and various other
accessories. A youthful and trend setting brand indeed!
A more than 3-decade-old reputed & fastest growing fashion fabric brand, Donear
has a greater understanding of the Indian Retail Industry, which is ranked among
the ten largest retail markets in the world. Presently with over 260 retail
outlets across India, DCot is set to become a formidable & foremost Quality wear
& Stylish brand! And with Donears experience & expertise, DCot will extend its
chain further... with another 500 outlets in the next three years. Backed with
best... DCot is set to take the Value Retail Lifestyle market by storm!
A highly enterprising & energetic brand DCot employs Discount Value Retail
format regularly with various promotions, discounts, schemes and offers to ensure
that the customers gets the best value for money along with uncompromised &
unmatched quality. DCot offers fashion solutions with the latest trends in its range
of products consisting of: Shirts, Trousers, Denims, T Shirts, and Corduroy along
with various accessories. DCot is set to capture the Indian Market Share with its
innovative business model, format, services and overall product offerings.
DCot being a mesmerizing quality wear and stylish brand has recently endorsed a
well known celebrity & actor Vivek Oberoi. The fact that Oberoi does not endorse
too many brands will help push up the recall for DCot as against other celebrities
who are associated with a large number of brands.
DCot. a brand well known for delivery excellent quality and style has nicely
portray edits characteristics with its brand ambassador.
Dress from top-to-toe like never before with DCot
Now with DCOT have a winners attitude... and "FEEL THE FASHION"!!

15

The Brand Philosophy:

The impact of the emerging global fashion trends has been so phenomenalthat
everyone wants to be a Fashion Connoisseur! Look Stylish & Elegant! Be Youthful
& Energetic! Feel Confident & Graceful!
To provide all this and much moreDonear Industries Ltd - An over thirty year
old premier fashion fabric brand launched D'Cot - An exclusive top value fashion
retail brand.
D'Cot is a complete fashion house with fabulous & appealing style wear. From
apparels to accessories D'Cot has successfully introduced innovative style wear
made from the finest fabrics and materials that come with vibrant colors, designs &
patterns. D'Cot is here to sustain people's enthusiasm and satisfy their urge to be
stylish!
D'Cot's range of products truly combines Style & Fashion with great panache. It
can match any occasion & mood and help fashion connoisseurs stay abreast with
the changing trends. With D'Cot you have choice to associate with a brand that
offersChoicest & Trendiest Quality wear, at affordable prices!
D'Cot's brand philosophy of 'providing the most trendiest & quality style wear at
competitive price' makes it a brand apart that is beyond competition!
Adorn with D'Cot Quality wear from top-to-toe and be a cynosure of all
eyes!

16

The Promoter:
DONEAR INDUSTRIES LTD creates finest fashion fabrics - trousers, shirting &
suiting to suit every fashion need!
A highly-reputed & fastest growing fashion fabric brandDonear is ranked among
the top, 500 Companies in India.
Donear has achieved this distinction by continuously creating world-class
Suitings, Shirtings & Trouser Fabrics since 1971. Today Donear is considered as
one of the top-3 brands in India in its product category.
With such a vast expertise in the field of textile manufacturing & retail industry,
Donear deservingly launched D'Cot - A stylish quality wear brand that is here to
stay and sway fashion enthusiast with its range of contemporary apparels &
accessories that will not only instill freshness & youthfulness, but will also enable
the wearer to carry an attitude of a winner!
Donear's strength is its in-house innovativeness that comes with regular upgrading
& using of state-of-the-art technology along with well-trained & skilled workforce.
This has facilitated Donear to maintain pace with the changing global fashion
trends and thereby meeting the growing demands of the local fashion needs.
Donear primarily caters to the middle & premium segments with its super-quality
apparel fabrics that are woven with the finest natural fibers, synthetic fibers and its
various blends.
Donear reaches it premium quality fashion fabrics throughout India with a vast
network of Agents, Wholesalers & Retailers numbering over 21,000. Donear being
one of the largest textile business enterprises in India, annually produces over 11
million meters of fabric at its production unit located in Silvasa - UT of Dadra &
Nagar Haveli.
The highly- ingenious fabrics created by Donear Industries Ltd., have steadily
captured the domestic textile markets with an annual turnover of USD 41 Million.
Its growing popularity as a fabric brand and its efforts to sustain & grow along
17

with a market cap of USD 100 Million. has enabled Donear to accomplish the
status of a Public Limited Company, which is listed on the National Stock
Exchange.
Donear's determination to expand its expertise beyond conventional horizons of the
fashion industrywill certainly ensure D'Cot a great & prosperous future
wherein, D'Cot will soon become a formidable & foremost style wear brand in
India.
As the saying goes "..." behind D'Cot's success lies Donear's support!
D'Cot - Quality wear that makes you a winner!

Vision & Mission:

What happens when?
Aspirations are fulfilled & dreams come true
Experience & expertise are combined skillfully
The urge to excel & the desire to be the best
Youthfulness, exuberance, elegance, passion, class & style go hand-in-hand
Born is a winner called - D'Cot!
With a vision to become the top style wear brand in India! D'Cot intends to be
known as 'The Top Value Fashion Retail Brand' that offers choicest & trendiest
lifestyle apparels & accessories at affordable prices!

Our Mission
D'Cot will fulfill its vision through its mission:
Extending its retail chain from 260 to 500 stores across India within the next 3
18

years
Offer fashion solutions at competitive prices
Offer superior quality style wear with the latest fashion trends
Good business with associates & customers to give them maximum satisfaction
To reach far-and-wide corners of India with its innovative yet affordable style
wear
To give the best value for money to every customer
To constantly upgrade & innovate its range of products
To make every fashion enthusiast a winner
To be the best business model through regular promotions, schemes, discounts,
offers etc.
To be better than the best

The Making of D'Cot:

D'Cot Quality wear made to make you a winner! "FEEL THE FASHION
Be the Fashion Icon"
The potential of the Indian Retail Industry; which is among the ten largest retail
markets in the world, and the growing fashion-consciousness, especially with the
youth; who is always on the lookout for 'Best Quality & Best Value for Money'
apparels & accessories... Donear Industries Ltd. determined to provide all this and
much more... recently launched D'Cot - An Exclusive Quality wear & Stylish
Brand that will suffice the needs of contemporary fashion in India.
Donear being an over 3-decade old & one of the top 3 textile companies, strongly
supports D'Cot with its Infrastructure, Logistics, IT, Management, Administration,
Supply Chain Management, Back Office, etc., only to make sure
that D'Cot emerges as a leading Quality wear value format brand in India.
D'Cot's thorough understanding of the fashion industry in India, gives it a clear
edge over others. With such strong support base & back-up from Donear... D'Cot
has evidently inherited a legacy of exceptional values in terms of: Development,
Innovation, New Designs, New Trends, New Patterns, New Styles, etc... that will
19

go a long way in establishing D'Cot as a successful Quality wear & the most
Stylish Indian brand.
D'Cot offers fashion solution for lifestyle & value with its trendiest range of
products that are well Researched & Developed and are properly analyzed with an
emphasis on making available... the fast changing global fashion trends,
locally. D'Cot displays a variety of apparels & accessories through its 260 stores
across India. To further enhance its supply due to growing demands, D'Cot plans
to set-up more than 500 stores within a period of 3 years.
D'Cot uses an innovative business model that involves top-class branding,
promotions & advertisements.
D'Cot has already made a mark as a leading Quality wear & most Stylish brand
with its innovative, trendiest yet affordable products through TV Commercials,
Newspaper Advertisements, Hoardings & other BTL activities.
Be it production, sales & marketing... D'Cot is well entrenched to showcase its
high end Quality and Stylish products through classy stores whose ambience will
enthrall the young and old alike! A mid-priced retail brand, D'Cot offers apparels
& accessories that are unmatched for its quality, style and price. With various
attractive schemes & offers round-the-year... D'Cot will certainly give the best
value for money to all its customers.

The Future:
It is said that the future is great for those who aspire to be great!
An exclusive Top Value Fashion Retail Chain - D'Cot too aspires and is all set to
become the top Quality wear and most stylish brand of the future.that will turn
heads
and
make
tongues
wagging...
saying
" FASHION = DCot "

20

As planned, D'Cot has already established a network of over 260 retail outlets
across India by December 2009. And due to the growing demand for D'Cot, the
future includes; a chain of 500 stores all over India within the next 3 years.
Setting
new
fashion
trends
for
a
winner
and
innovation
being D'Cot's forte! D'Cot has a strategic plan to constantly include new range of
products from; Formals, Casuals, Denims, Shirts, T-Shirts, Jackets , Suits,
Corduroy to various accessories like; Wallets, Belts, Caps, Neckties, Watches,
Eyewear, Footwear etc for Men, Women & Children.
So go ahead for a great future is awaiting that will make you; Enjoy the
Elegance Flaunt Youthfulness Exude Confidence Feel
Graceful Experience Dynamism Move in Style with D'Cot!

Products: An Exclusive Top Value Fashion Retail Brand - D'Cot is a complete

fashion house with its choicest & trendiest yet affordable stylewear with
unmatched quality.
From appealing apparels to enchanting accessories all is under one roof at D'Cot.
D'Cot's range of products truly combines Style & Fashion with great panache. It
can match any occasion & mood and help fashion connoisseurs stay abreast with
the changing trends.
Its wide range of products includes:
Apparels
Formal Wear - Shirts, Trousers
Casual Wear - T-Shirts, Shirts, Denims, Jackets / Blazers, Pullover, Cargos
Party Wear - T-Shirts, Shirts, Denims, Jackets.
Store locator:
D'Cot - Sure to be a winner! Locate a D'Cot store near you...

21

Far-and-wide D'Cot will reach you with its choicest & trendiest stylewear that will
not only make you feel fresh & energetic but will also make you feel on-top... like
a winner! Now with D'Cot be the best of the rest!
D'Cot has a strong presence throughout India with its 200 chain of retail network.
Within next 3 years... D'Cot will be setting-up 500 stores to make available its
innovative & highly-fashionable yet affordable fashion..
D'Cot - a brand leader with its range of stylish quality wear is now within your
reach!

People use to buy in semi urban region because of discount

DCot
(In Sagar)

22

Owner- Mr. Manish Agarwal

Competitors- John Players
Range of attires- formals shirts, pants jeans, casuals shirts, t-shirts including
inner wears.
Accessories and deos
Companies provide discount time to time including festive season
23

In Sagar it came on 2008 Donear DCot

Its ranges start from Jeans- Rs1199 to high end
Ts- Rs 425 including discount 50%

RESEARCH METHODOLOGY
Research methodology is a way to systematically solve their search problems.
When we talk about the research methodology we dont talk about the research
method but also consider the logic behinds the method use in the context
of research results are capable of beings evaluated either by their searcher himself
or by others. Here I used descriptive research design. In this type of research
24

method researchers are supposed to describe the research it is done for existing
products. It helps segment and target markets, in some cases describing the
situation may provide information and descriptive information is all that is needed
to solve business problems. The major emphasis in such studies is on the discovery
of the ideas and insights.
Research design for such studies must be flexible enough to provide opportunity
for considering different aspects of the problem under study. I collected data from
the following primary sources. Primary data for the purposes of collecting data I
used following two methods:
a. Questionnaire methods
b. Personal interview methods Data Collection

Data Collection
Primary Data:-Primary data are those data which are collected a fresh and for first
time and happen to be original in character. The primary data to be collected for the
study are
1) By questionnaire:-Questionnaire is formulized instrument for a kind
information directly for a response and concerning behavior and
demography characteristic of knowledge and attitude, believe and
feelings
2) By Personnel Interview: under this method of collecting data there is
face to face context with the person from whom the information is
obtained. The pattern used is structured and indirect interview
25

Secondary Data:-secondary data are those data which are already been
Collected by someone and which are already passed through statistical
Process
a)
b)
c)
d)

Various publications of the central, state and local governments.

Books, magazines and newspapers.
Reports prepared by research scholars, universities, economists etc
Internet.

Statistical Tool:I will be used a mathematical graph system (bar diagram) to show their data in
perfect way to easily understand by some other person. It is a easiest way to
represent their data in a best and effective way.

Sample size of the study is 50 customers.

Sample area is Sagar.

PURPOSE OF RESEARCH STUDY

1. RESEARCH STUDY
2. SCOPE OF THE STUDY
To study and understand various aspects of Customer Satisfaction of DCot.
SCOPE OF THE STUDY
This study extends its emphasis on studying various aspects regarding
customers wants and satisfaction.
26

It further extends to suggest possible measures and steps to further strengthen the
customer satisfaction level of DCot.

NATURE OF DATA
Secondary data: Secondary data that is already available and
p u b l i s h e d , i t c o u l d i n t er n a l a n d e x t er n a l s o u r c e o f d a t a .
I n t e r n a l source: which originates from the specific field or area where
research is carried out e.g. publish broachers, official reports etc.
External source: This originates outside the field of study like
books, periodicals, journals, newspapers and the Internet.
DATA COLLECTION
Secondary data has been used which is collected through articles, reports,
journals, magazines, newspapers reports prepared by research scholars,
universities and internet.
TOOLS AND TECHNIQES
Analysis of data has been done with help of various statistical tools like the
tables and graphs.
Customers through the introduction of reliable Systems, Processes and
Procedures.

SCOPE OF THE PROJECT

This Project enables the user to utilize the features of a powerful data and
information about customer satisfaction but does not compel the use to have
knowledge of as a pre-requisite.

27

Franchise
What is a franchise? A franchise is a right granted to an individual or group to
market a company's goods or services within a certain territory or location. Some
examples of today's popular franchises are McDonald's, Subway, Domino's Pizza,
and the UPS Store.
There are many different types of franchises. Many people associate only fast food
businesses with franchising. In fact, there are over 120 different types of franchise

28

businesses available today, including automotive, cleaning & maintenance, health

& fitness, financial services, and pet-related franchises, just to name a few.
How Franchising Works
If you are thinking about buying into a franchise system, it is important that you
understand exactly how franchising works, what fees are involved, and what is
expected of you from the franchise company.
An individual who purchases and runs a franchise is called a "franchisee." The
franchisee purchases a franchise from the "franchisor." The franchisee must follow
certain rules and guidelines already established by the franchisor, and in most cases
the franchisee must pay an ongoing franchise royalty fee, as well as an up-front,
one-time franchise fee to the franchisor. Franchising has become one of the most
popular ways of doing business in today's marketplace. In most states you cannot
drive three blocks without seeing a nationally recognized franchise company.
The History of Franchising
Franchising began back in the 1850's when Isaac Singer invented the sewing
machine. In order to distribute his machines outside of his geographical area, and
also provide training to customers, Singer began selling licenses to entrepreneurs
in different parts of the country. In 1955 Ray Kroc took over a small chain of food
franchises and built it into today's most successful fast food franchise in the world,
now known as McDonald's. McDonald's currently has the most franchise units
worldwide of any franchise system.
Today, franchising is helping thousands of individuals be their own boss and own
and operate their own business. Franchising allows entrepreneurs to be in business
for themselves, but not by themselves. There is usually a much higher likelihood of
success when an individual opens a franchise as opposed to a mom and pop
business, since a proven business formula is in place. The products, services, and
business operations have already been established.
Advantages of Buying a Franchise
There are many advantages to buying a franchise. Some of these advantages are:

Corporate image - The corporate image and brand awareness of the

company is already established. Consumers are always more comfortable
purchasing items from a familiar name or company they trust.
29

Training - The franchisor usually provides extensive training and support to

the franchise owner.

Savings in time - Since the franchise company already has the business
model in place you can focus on running a successful business.
There is a reason why franchising has been around for decades. It is a great way for
individuals to own and operate their own business. If you are thinking about
buying a franchise, do your homework, research the company and you should
consult with a franchise consultant or franchise attorney before making a final
commitment.

Data Analysis and Interpretation

30

Sales

30%
brands
non-brands

70%

Interpretation: In Sagar maximum number of people prefers non-brand.

31

awareness
120%
100%

98%

80%
awareness
60%
40%
20%
2%
0%
yes

no

Interpretation: Nearly all the people are aware of DCot.

32

60%
60%
50%
40%
30%

john player
D'Cot

25%

Duke
Levis

20%
10%

10%
5%

0%
Preference

Interpretation: In Sagar a large number of customers prefer Levis, comparatively very less
percentage of customer prefers John Players, very rarest customer prefers Duke and least
are the ones who prefers DCot.

33

45%
45%
40%

35%

35%
20%

30%

40%

25%
20%

60%
80%

15%

100%

15%
5%

10%
5%
0%
satisfaction

Interpretation: Satisfaction of DCot is quite low. Maximum number of customers are

unsatisfied from DCot.

34

60%

60%
40%
30%

quality

5%

50%

price
25%

customer relation

10%
offer

20%

offer
customer relation

price

10%
0%

quality
preference

Interpretation: Customer prefers DCot mainly because of its offers and discount scheme.

35

turnof

high price

15%
10%
60%

15%

lack of std quality

lack of offers
lack of latest stock range

Interpretation: lack of stock updation is one of the basic reason because of which Sagar
customers dont prefer DCot.

36

Preference

30%
john player
D'Cot

70%

Interpretation: Comparatively customers in Sagar prefers John Player rather than DCot.

37

60%
10%

Quality

10%

60%

Offers

50%
40%
30%
20%

Customer Relations

10%

Stock Updation

10%

Price
Stock Updation
Customer Relations
Offers

Price

10%
0%

Quality
Improvement

Interpretation: According to customers of Sagar, DCot should mainly focus on stock

updating and with that equally to other factors also.

38

LIMITATIONS
The report had to be completed in a selected area within a specified time
limit.
The facts & figures perceived in this project report are based on the data
collected from the respondent. Hence, there might be chance of having a
little difference from actual.
Sample size was very small as compared to the population of Sagar city.
People did not give response & there is a bias in some personal questions.
Data from the secondary sources may have some errors & their objectives
may not be relevant with the present project.

CONCLUSION
According to my survey findings, I am concluding that customers are not
satisfied from DCot brand and it is at the least position in the market of
39

Sagar and there are several reasons for it. Some of the reasons are listed
below:
Sagar customers are not brand oriented.
DCot lacks stock updating.
Its offers are not that attractive.
Prices are high.
Location is not feasible.

RECOMMENDATIONS
According to the survey there are several suggestions to improvise DCot customer
satisfaction level.

They should update their stock timely.

Customer handling should be properly done.
Offers should be well advertised.
They should innovate with their products.
40

 Location should be at feasible place.

BIBLIOGRAPHY
www.dcot.com
www.donear.com

41

Questionnaire
Dear Sir/ Madam
Name
:
Gender
: M
F
Contact Number :
Address
:
I am student of SVNiT, department of management studies, and presently doing a
project on Customers Satisfaction of DCot. I request you to kindly fill the questionnaire and
assure that the data generated by you shall be kept confidential.

42

Q-1 You prefer which type of attire?

Brands

Non- Brands

Q-2 Do you know DCot?

Yes

No

Q-3 Which brand you prefer the most

John Player

DCot

Duke

Levis

Q-4 How much satisfied you are from DCot brand

20%

40%

60%

80%

100%

Q-5 You prefer DCot because

Quality

Price

Offers

Customer Relations

Q-6 Your turnoff from DCot is because of

High price

lack of standard quality

Lack of Offers

Lack of latest stock range

Q-7 Comparatively which you prefer more
John Player

DCot

Q-8 What DCot should improve

Quality

Price

Stock updating

Customer Relations

Offers

Q-9Any Suggestions or Recommendations ____________________________________________________

______________________________________________________________________________________

43