A PROJECT REPORT ON

CUSTOMER SATISFACTION

A STUDY OF LAKME PRODUCTS

Project Report submitted in partial fulfillment for

The award of the Degree of

MASTER OF BUSINESS ADMINISTRATION

BY

MRS.FARHA SULTANA

ROLL NO: 1402-17-672-003

DEPARMENT OF BUSINESS ADMINISTRATION

AMJAD ALI KHAN COLLEGE OF BUSINESS
ADMINISTRATION
Affiliated to Osmania University
BANJARAHILLS-HYD
(2017-2019)
 DECLARATION

I hereby declare that the project entitled “CUSTOMER SATISFACTION – A

STUDY OF LAKME PRODUCTS” submitted by me to AMJAD ALI KHAN

COLLEGE OF BUSINESS ADMINISTRATION, is a bonafide work undertaken

by me in the guidance of M.HIMABINDU, project guide, AMJAD ALI KHAN

COLLEGE OF BUSINESS ADMINISTRATION, The result embodies in this

project work have not been submitted to any other university or institution for the

award of any degree/certificate or published anytime before.

PLACE: Hyderabad Name: FARHA SULTANA

Date: HT.NO:1402-17-672-003
 ACKNOWLEDGEMENT

It is great pleasure to acknowledge the kind of help & suggestions given by various

individuals the persons during my project work.

I express my deep sense of gratitude to Prof. SHEHBAZ AHMED, Director, AMJAD ALI

KHAN COLLEGE OF BUSINESS ADMINISTRATION, for extending his support.

I would like to thank my project guide M.HIMABINDU, Assistant Professor, AMJAD

ALI KHAN COLLEGE OF BUSINESS ADMINISTRATION for his valuable guidance

& enthusiastic encouragement in motivating me to take up the project by providing valuable

ideas & suggestions to carry the project in this endeavor.

I would like to thank one & all, who directly & indirectly extended their valuable support in

completing this project.

I take this opportunity to express my deep felt gratitude to my family members for being a

source of strength & moral support throughout the course of my study.

FARHA SULTANA
1402-17-672-003
 ABSTRACT
The use of cosmetics is not a latest trend; it has its roots deep within the annals of history.

The cosmetic industry worldwide seems to be continuously developing; many famous

companies like Lakme, L’Oreal, Maybelline, etc have been able to make their own place in

the market due to increased brand awareness. This project is about customer’s perception

about Lakme which has been the world’s largest beauty and cosmetic supply company, as

well as a prime example of positive business ethics. With an increasingly wide range of

trendy cosmetics from the world’s top brands available in Indian stores today and with unique

marketing campaigns designed to attract the customers this study attempts to answer the

following questions, what are the factors that affect the customer preference towards Lakme?

How satisfied are the customers with Lakme? Why they prefer Lakme products? Is the

pricing set for Lakme products reasonable or not? The aim of the project is to gather valuable

opinion about the company from customers. A company can be a success only when the

consumer accepts it and this survey will tell us know how well accepted is Lakme among

consumers in India. This study is confined to Lakme and it covers an analysis of consumer

behavior, attitude, perception and satisfaction with respect to Lakme as a brand in cosmetic

industry. Lakme’s goals in India are to capture the market share of the rising middle class and

their loyalty by providing higher quality products as well as to further penetrate the lower

income market through efforts to establish a socially responsible image in India.

 CERTIFICATION

This is to certify that the project work entitled ““CUSTOMER SATISFACTION – A

STUDY OF LAKME PRODUCTS” is being submitted in partial fulfillment for the award
of degree of Master of Business Administration to Osmania University, a record of bonafide
is carried out by Mrs.FARHA SULTANA, bearing HT.NO 1402-17-672-003 The result in
this report has not been submitted to any other University or Institution for award of any
degree or diploma.

PROF. SHEBAZ AHMED

DIRECTOR
 CERTIFICATION

This is to certify that the Project Report title “CUSTOMER SATISFACTION – A

STUDY OF LAKME PRODUCTS” submitted in partial fulfillment for the award of MBA
Programme of Department of Business Management, O.U. Hyderabad, was carried out by
FARHA SULTANA under my guidance. This has not been submitted to any other
University or Institution for the award of any degree/diploma/certificate.

M.HIMABINDU
Assistant Professor
Internal Guide Signature of the Guide
 TABLE OF CONTENTS

Chapter No. Description Page No.

Chapter I Introduction 1-11

Introduction 1-2

Objectives of the study 3

Scope of study 3

Hypothesis of study 3-4

Research Methodology 4-5

Chapter -II Literature Review 6-11

Chapter - III Industry Profile & Company Profile 12-34

Chapter - IV Data Analysis and Interpretation 35-60

Chapter- V Findings 61-62

Conclusions & Suggestions

Chapter - VI 63-66
Limitations & Scope for further study

Annexure 67-71

Bibliography 72