DISSERTATION REPORT

ON

“CUSTOMER SATISFACTION TOWARDS RAYMONDS FASHIONWEAR”

Submitted To:

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATION,MORADABAD

In Partial Fulfillment of the Requirement ofthe Degree of

Bachelor of Business Administration (BBA)

SESSION: 2009-2012

Department of ManagementTEERTHANKER MAHAVEER UNIVERSITY

DELHI ROAD, MORADABAD

Project Guide:Ms. Surbhi Chauhan

Project Incharge: Mr. Abhinav

Srivastava(Course Co-ordinator,

B.B.A.)Submitted By:Vinay Gupta

B.B.A. VIth. SemesterRoll No. R0912011365

CERTIFICATE

This is to certify that

Ms./Mr...............................................

.................. is pursuing three year full time

Bachelor of Business Administration (BBA) Course from

Teerthanker Mahaveer University, Moradabad as regular

student, in session (2009-2012).

In compliance with the provision/guidelines of

Teerthanker Mahaveer University, Moradabad, He/she

has been assigned a market survey project. The

project work has been genuinely carried out by the

student for the duration specified by the university.

He/she has made sincere efforts in the completion of

the project work.

Project Guide

Ms. Surbhi Chauhan

STUDENT DECLARATION

I Vinay Gupta hereby declare that the research workpresented in this

project report entitled “Customer satisfactiontowards Raymond’s fashion

wear” for the fulfillment of the award of Bachelor ofBusiness Administration

from Teerthanker Mahaveer University; Moradabad isbased on my project

work in Moradabad. The project embodies the result oforiginal work and

studies carried out by me and the contents of theproject do not form the basis

for the award of any other degree to me or to anybodyelse.

Vinay Gupta

BBA VIth Sem

ACKNOWLEDGEMENT

It gives me immense pleasure and privilege to

acknowledge my deepest sense of gratitude towards all

those who helped me in the successful execution of

this project.

I would like to thanks Chairman Sir, Mr. Suresh Jain,

Vice Chairman Mr. Manish Jain, Additional Director

Dr.vipin Jain for their able guidance. I also extend

my gratitude towards the H.O.D. Mr. M.P. Singh and my

course co-co-ordinator Mr. Abhinav Srivastava & Mr.

Avinash Raj kumar who entrusted me for the completion

of this project. I am highly indebted to my project

guide, Ms. Surbhi Chauhan whose constructive

counselling and able guidance helped me immensely in

bringing out this project in the present form. And

lastly the entire faculty member & the entire Lab

staff for providing me this opportunity and expose me

to industrial culture. The acknowledgement would be

incomplete without thanking my family and friend who

were a big support throughout.

VINAY GUPTA

BBA VITH SEM

EXECUTIVE SUMMARY

The main objective of this dissertation report is to

study the “CUSTOMER SATISFACTION TOWARDS RAYMONDS

FASHION WEAR” with reference to Moradabad city. The

sampling technique used for this is convenient

sampling. The sample size taken is 25 and the

information is collected through questionnaire

consisting of 11 questions. The respondents are the

customers of Raymond’s fashion wear of MORADABAD

city.

The collected primary data through questionnaire has

been further tabulated & represented through pie-

chart. At the end of this project, these data are

interpreted & concluded.

TABLE OF CONTENTS

1.INTRODUCTION

2.COMPANY PROFILE

3.SCOPE OF STUDY

4.RESEARCH OBJECTIVES

5.ASSUMPTION

6.RESEARCH METHODOLOGY

7.DATA ANALYSIS & INTERPRETATION

8.FINDINGS

9.SUGGESTIONS

10. LIMITATIONS

11. CONCLUSION

12. BIBLIOGRAPHY

13. ANNEXURE

INTRODUCTION

The main objective of this dissertation

report is to study the “CUSTOMER SATISFACTION TOWARDS

RAYMONDS FASHION WEAR” with reference to Moradabad

city. The sampling technique used for this is

convenient sampling. The sample size taken is 25 and

the information is collected through questionnaire

consisting of 11 questions. The respondents are the

customers of Raymond’s fashion wear of Moradabad

city………

The collected primary data through questionnaire has

been further tabulated & represented through pie-

chart. At the end of this project, these data are

interpreted & concluded.

CUSTOMER SATISFACTION

Customer satisfaction, a business term, is a measure

of how products and services supplied by a company

meet or surpass customer expectation. It is seen as a

key performance indicator within business and is part

of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete

for customers, customer satisfaction is seen as a key

differentiator and increasingly has become a key

element of business strategy.

However, the importance of customer satisfaction

diminishes when a firm has increased bargaining

power. There is a substantial body of empirical

literature that establishes the benefits of customer

satisfaction for firms.

Customer Satisfaction Process – Five Steps

Step 1 – Understanding Customer ExpectationsWe must know what our customers expect from us. Wemust work with our customers to precisely learn theirexpectationsCustomer Expectations differ by region by countryStep 2- Promises to Customers

Set promises that can be kept• Aim to exceed expectations rather than to meet them• Delight customers by surprising them (Surprise issomething not promised, yet delivered)Step 3 – Execution

• Products and Services are provided to customers• Customers had certain expectations beforeproducts/services were delivered

• Depending if these expectations were met, not met,or exceeded customer experiences certain level of“Customer Satisfaction”• Occasionally there are problems withproducts/services provided• A problem can be fixed during the initial call or avisit (first contact resolution), or a ticket isopened• Tickets are worked on. Customer problems areeventually solved• Depending on how the Problem Resolution is handledcustomer experiences certain level of “CustomerSatisfaction”Step 4 - Ongoing Dialog with a Customer

• Executive meetings• User Group meetings• Other meetingsStep 5 - Customer Satisfaction Surveys• Customer Satisfaction Surveys• Event Driven Surveys• Internal Indicators of Customer Satisfaction• Tickets Resolved Within Objectives• Tickets Overdue• Resolve Time• Response TimeFactors affecting Customer Satisfaction

Customer satisfaction is the overall impression ofcustomer about the supplier and the products andservices delivered by the supplier. Following are theimportant factors that could affect customersatisfaction:

Department wise capability of the supplier.

Technological and engineering or re-engineering

aspects of products and services.

Type and quality of response provided by the

supplier.

Supplier’s capability to commit on deadlines and how

efficiently they are met.

Customer service provided by the supplier.

Complaint management.

Cost, quality, performance and efficiency of the

product.

Supplier’s personal facets like etiquettes and

friendliness.

Supplier’s ability to manage whole customer life

cycle.

Compatible and hassle free functions and operations.

Benefits of customer satisfaction

A benefit of creating highly satisfied

(delighted) customers who are loyal to the

organization is that they also spread positive word-

of-mouth by, in essence, becoming a walking, talking

advertisement for the firm. If there are many

delighted customers spreading positive word-of-mouth

communication, this then lowers the cost of promotion

to attract new customers. This benefit is

particularly important among professional services

firms such as lawyers and accountants where word-of-

mouth and reputation are key sources of information

for new clients.

As we have already discovered, highly satisfied

customers are more forgiving, therefore the firm can

occasionally slip up and not and lose customers.

Having highly satisfied customers then, is like

having an insurance policy against something going

wrong in the service encounter.

Essentially, customer satisfaction can be seen as a means of achieving business

goals as well as being a source of sustainable competitive advantage. Now read what your text has to say about customer satisfactiona nd how it can be measured.

COMPANY PROFILE

A 100% subsidiary of Raymond Limited, Raymond

Apparel Ltd. (RAL) ranks amongst India's largest and

most respected apparel companies. We bring to our

customers the best of fabric and style through some

of the country’s most prestigious brands – Raymond

Premium Apparel, Manzoni, Park Avenue, Color Plus,

Parx, Notting Hill and Zapp!.

RAL entered into the ready-to-wear business with

the introduction of Park Avenue in 1986 catering to

the men's formal wear market. Parx was launched in

1998 to address the growing trend of smart casuals.

In 2000, Manzoni, a luxury lifestyle brand was

launched offering a super-premium formal range of

men's shirts, suits, trousers, jackets, ties and

leather accessories. Raymond identified the vacuum

for a high end, casual wear brand and hence decided

to acquire ColorPlus as a part of strategic expansion

plan for their ready-to-wear business. Notting Hill

was launched in 2007 to cater to the popular price

segment. In addition to this, Raymond Apparel has

also ventured into the kidswear segment with its

exclusive brand Zapp!

Crossing the gender divide two of our brands,

Park Avenue and ColorPlus recently launched the

Western Women's wear collections. 'Park Avenue

Woman'- A complete range of Premium Business Wear for

women is designed specially for the working women

professionals of today. 'ColorPlus Woman'- An

exclusive range of smart-casual clothing is inspired

by the independent, discerning and multi faceted

women of today.

RAL's aesthetically built Design Studio in Thane

(India) is well equipped with state-of-the-art

designing facilities, which stimulate and nurture the

creative energies of the Design Team. Their efforts

are complimented by a research team, which keeps a

close watch on international fashion forecasts and

design trends. A Design Studio has also been set up

in Italy, which has further enhanced our reputation

in providing cutting edge design solutions of an

international standard.

All our brands are available at exclusive brand

stores, ‘The Raymond Shop’ retail outlets and multi-

brand outlets across India and the Middle East.

Raymond Premium Apparel

Raymond Premium Apparel is a premium formal wear

brand which is postioned to offer classic garments

with impeccable fits and inviting styles to the

Global Indian. Needless to say that the product is

made only from premium Raymond fabrics.

Manzoni

Manzoni is a luxury lifestyle brand providing the

best in contemporary international style & luxury.

The brand offers the discerning customer a super

premium range of suits, trousers, jackets, shirts,

and accessories such as ties, cufflinks, belts,

socks, shoes and leather bags.

Park Avenue

Park Avenue is a premium contemporary formal wear

brand and the single largest formal and occasion wear

brand in India. Park Avenue has been constantly

reinventing itself successfully addressing the

changing needs of the consumer – whether in

formalwear, relaxed work wear, heritage wear or

evening wear.

Park Avenue Woman

Park Avenue Woman is a complete range of Business

Wear for women. ‘Park Avenue Woman’ is designed

specially for the working women professionals of

today.

ColorPlus

ColorPlus is among the largest premium category

smart casual wear brand in the country. The company

acquired by Raymond caters to the growing demand for

a high-end, casual wear brand in India. Some of the

technological innovations by Color Plus are thermo-

fused buttons, golf ball wash, soft jeans, wrinkle

free technology, stain-free fabric, and cone dyed

technique.

Color Plus Woman

An exclusive range of smart-casual clothing – the

Color Plus Women's Wear is inspired by the

independent, discerning and multi faceted women of

today. Color Plus now offers her a varied choice of

clothes and accessories to take care of her different

needs.

Parx is a premium casual lifestyle brand, which

is positioned to cater to the needs of consumers who

are looking for dressing up for life across occasions

and events. Parx makes available the latest

international trends through differentiated designs

and styles. It has always been part of the consumer

who is looking at making lifestyle statements.

Notting Hill

Notting Hill reflects style and manifests

originality of today's fashion-conscious and

discerning young professionals at an affordable

price. With exceptional fits, styling and colour

range. Notting Hill promises to be an instant hit

with the young working professionals.

Zapp!

The burgeoning children's wear market has now

turned stylish with Zapp! - A stylish offering

children in the age group of 4-12 can choose from a

wide range of clothes, accessories, bed and bath

linen and more. The exclusive brand covers the

spectrum of children's lifestyle products that

includes an entire range of children's apparel and

accessories.

The Raymond Group was incorporated in 1925 and

within a span of a few years, transformed from being

an Indian textile major to a global conglomerate.

In our endeavor to keep nurturing quality and

leadership, we always choose the path untaken - from

being the first in 1959 to introduce a polywool blend

in India to creating the world's finest suiting

fabric the Super 240s made from the superfine 11.6

micron wool.

Today, the Raymond group is vertically and

horizontally integrated to provide customers total

textile solutions. Few companies globally have such a

diverse product range of nearly 20,000 varieties of

worsted suiting to cater to customers across age

groups, occasions and styles.

We manufacture for the world the finest fabrics -

from wool to wool-blended worsted suiting to

specialty ring denims as well as high value shirting.

After making a mark in textiles, Raymond forayed

into garmenting through highly successful ventures

like Silver Spark Apparel Ltd. and Regency Texteis

Portuguesa Lda (for fine Tailored Suits, Trousers and

Jackets), Ever Blue Apparel Ltd. (Jeanswear) and

Celebrations Apparel Ltd. (Shirts).

We also have some of the most highly respected

apparel brands in our portfolio: Raymond, Raymond

Finely Crafted Garments, Manzoni, Park Avenue, Color

Plus, Parx, Zapp! and Notting Hill.

The Raymond Group also has an expansive retail

presence established through the exclusive chain of

'The Raymond Shop' and stand-alone brand stores for

Raymond Finely Crafted Garments, Manzoni, Park

Avenue, Color Plus, Parx, Zapp! and Notting Hill.

With a US$600 million turnover we are today one

of the largest players in fabrics, designer wear,

denim, cosmetics & toiletries, engineering files &

tools, prophylactics and air charter services in

national and international markets. All our plants

are ISO certified, leveraging on cutting-edge

technology that adheres to the highest quality

parameters while also being environment friendly.

Raymond Ltd.

Raymond Ltd. is among the largest integrated

manufacturers of worsted fabrics in the world.

Raymond Apparel Ltd.

Raymond Apparel Ltd. has in its folio some of the

most highly regarded apparel brands in India –

Raymond Finely Crafted Garments, Manzoni, Park Avenue

for Men & Women, ColorPlus for Men & Women, Parx, Be:

and Zapp! and Notting Hill.

ColorPlus Fashions Ltd.

ColorPlus is among the largest smart casual

brands in the premium category. The company was

acquired by Raymond to cater to the growing demand

for a high end, casual wear brand in the country for

Men & Women.

Silver Spark Apparel Ltd.

A garmenting facility that manufactures formal suits,

trousers and jackets.

Regency Texteis Portuguesa Lda

A facility set-up in northern Portugal bordering

Spain, in Caminha for manufacturing suits, jackets

and trousers.

EverBlue Apparel Ltd.

A state-of-the-art denim garmenting facility.

Celebrations Apparel Ltd.

A facility set-up for the manufacture of formal

shirts.

J.K. Files & Tools

A leading player in the Engineering Files & Tools

segment and the largest producer of steel files in

the world.

Ring Plus Aqua Ltd.

A leading manufacturer in the engineering automotive

components.

J.K. Helene Curtis Ltd.

A leading player in the grooming, accessories and

toiletries category.

J.K. Investo Trade (India) Ltd.

JKIT is an investment company registered with Reserve

Bank of India as Non-Banking Financial Company

Milestones

1925 - Setup of The Raymond Woollen mill in the area

around Thane creek.

1944: Lala Kailashpat Singhania took over The

Raymond Woollen Mill. The mill was primarily making

cheap and coarse woollen blankets, and modest

quantities of low priced woollen fabrics.

1950 - Setup of a new manufacturing activity for

making indigenous engineering files known as JK

Files & Tools. This has now become the largest

facility of its kind in the world.

1958 - The first exclusive Raymond Retail showroom,

King's Corner, was opened in 1958 at Ballard Estate

in Bombay.

1964 - Setup of a new Combing Division. This was

followed by a phase of vertical integration,

facilitating in the processing of multi-fibres and

technology improvements to make blended fabrics.

1968 - Raymond setup a readymade garments plant at

Thane. The readymade garments division of Raymond

has since then grown rapidly. Raymond has now become

the leader among readymades, in India, achieving a

business turnover of over Rs. 2000 million.

1979 - A new manufacturing facility was set up at

Jalgaon, to meet the increasing demand for worsted

woollen fabrics.

1980: Vijaypat Singhania took over the reins of the

company. He injected fresh vigour into Raymond,

transforming it into a modern, industrial

conglomerate.

1986 - Launch of "Park Avenue", the premium

lifestyle brand providing a complete wardrobe

solution to the men who like to dress well & be

current on styles & fashion.

1990 - The first showroom abroad for Raymond in

Oman.

1991 - A new manufacturing facility was set up at

Chhindwara, near Nagpur.

1995: Superfine pure wool collection under the

Lineage Line (Super 100S to Super 140S).

1996: The Renaissance Collection made of Merino wool

blended with polyester and specialty fibres (Super

100S to Super 140S).

1996: Raymond's denim; focusing on quality,

innovation and the creation of exclusive products

that have always caught the eye of some of the

world's leading denimwear brands. Its designs have

always kept pace with the changing styles and cuts

found in every youngster's closet. With a 40 million

meters capacity, Raymond today ranks amongst the top

2 producers of ring denim in India

1999: The Chairman's Collection of Super 150S made

from Merino Wool and Cashmere followed by Super 160S

to Super 190S.

1999: Launch of "Parx", a premium casual wear brand

bringing customers a range of semi-formal and casual

clothes.

2000: Launch of "Be:", exclusive prêt line of ready-

to-wear designer clothing for men and women.

2002: Acquisition of ColorPlus.

2003: Setup of 'Silver Spark Apparel Ltd.' for

manufacturing suits and formal trousers catering

largely to export markets.

2004: Super 220S fabrics under the Chairman's

Collection.

2005: Setup of state-of-the art jeanswear facility

'Everblue Apparel Ltd.' near Bangalore.

2005: Setup of state-of-the art facility

'Celebrations Apparel Ltd.' for the manufacturing of

formal shirts.

2005: Raymond achieved a rare feat and a historical

milestone with the creation of the world's finest

worsted-suiting fabrics from the finest wool ever

produced in the world- The Super 230s made up of

11.8 micron of wool.

2005: Launch of 'Expressions' an exquisite

collection of all wool and polywool suiting

specially crafted using exotic fibres like Cashmere,

Angora, Mohair, Bamboo, Casein.

2006 Set of Raymond's third worsted unit at Vapi in

Gujarat. Raymond now has 3 state of the art units

with a combined capacity of 31 million meters of

worsted fabric.

2006 Launch of design studio in Italy for cutting

edge design capabilities for exports and domestic

brands.

2006: Set up of world class carded woollen unit,

Raymond Fedora Ltd, in Jalgaon.

2006 Set up of greenfield shirting unit at Kolhapur

producing high value cotton shirting. This facility

is set up as part of the company's JV with Gruppo

Zambaiti.

2006 Set up of J.K. Talabot Ltd - JV with MOB,

France for the manufacturing of files and rasps.

2006 Launch of Zapp! our kidswear brand with first

store in Ahmedabad.

2007 Entered into Joint Venture to retail premium

brand ‘GAS’ in India.

2007 Launch of new brands for women’s wear.

2008 Launch of 'Raymond Finely Crafted Garments' –

readymade apparel under Raymond brand.

2008 Launch of 'Neckties & More' - New format store

for accessories.

AWARDS & RECOGNITION

Images Fashion Awards 2009 - Most Admired Textile

Brand of the Year

Reader's Digest - Platinum Trusted Brand, 2008

Lyrca Images Fashion Awards 2008 - Most Admired

Textile Brand of the Year

Lyrca Images Fashion Awards 2008 - Most Admired

Suiting Brand of the Year

CNBC Consumer Award 2007 - The Best Branded

Readymade Garment and Textile

Park Avenue

Images Fashion Awards 2009 - Most Admired

Menswear Brand of the Year

Lyrca Images Fashion Awards 2008 - Most

Innovative Lycra Brand of the Year

Engineering Export Promotion Council (EEPC) of India

- 'All India Export Award' for being the Star

Performer of 2006 in the Hand tools Category

DHL & CNBC TV18 International Trade Awards 2006-07 -

'Outstanding Exporter Award' in the engineering

category

ACCOR Services - (International Leaders and India's

Foremost in Employee Benefits, Motivation and Loyalty

Solutions) - Presented the "GLOBAL HR EXCELLENCE

AWARDS 2007-08" for the Outstanding Contribution to

the Cause of Education at the Asia Pacific HRM

Congress

PRODUCT RANGES

Tailored Clothing

We manufacture suits, jackets and trousers

through Silver Spark Apparel Ltd. and Regency Texteis

Portuguesa Lda, a wholly owned subsidiary of Raymond

Ltd.

To meet the growing needs of our domestic and

international clients, our plant has the capacity to

produce 450,000 suits and jackets and 2.0 million

trousers annually, a significant addition to our

existing capacities at Thane near Mumbai.

We not only produce engineered (fused) jackets

but also have the capability to produce high -end

half canvas jackets. This make-up offers the complete

'tailored' with 18-20 rows of blind stitch on the

lapels, guaranteeing a roll on the lapel, which is

unmatched. The jackets are hand sewn to complete the

tailored look.

Our manufacturing capabilities are state-of-the-art:

State-of-the-art fabric sponging equipment ensures

the highest level of fabric consistency and

relaxation, which is essential for new age fabrics

like Super 120s, 130s and lycra blends.

The cutting room is equipped with the latest

generation fabric spreading and cutting machines

from Gerber. This combined with the fabric pinning

system from Vieth, Germany ensures the best matching

standards on checks and stripe fabrics.

'Siro Set' is another specialty available at the

plant.

Computerized presses and drying chambers ensure

consistency of our products. This technology,

developed and perfected in Japan is designed to

impart a permanent finish to jacket seams and tailor

creases on trousers made from pure wool fabrics.

Our automated sewing workstations are from Durkopp

Adler, Pfaff and Strobel, ensuring the consistent

steam quality in the assembly line.

The manufacturing processes are largely conveyerised

to ensure the seamless flow of garment components to

the assembly and thereon to the warehouse.

Stringent quality control at every stage of the

process ensures that each garment produced compares

to international standards.

Jeanswear

A state-of-the-art jeanswear facility 'Everblue

Apparel Ltd.' has been set up in Dodaballapur, near

Bangalore.

The plant has the capacity to turn out 1.5

million garments per annum with integrated garment

design, sewing and washing operations. Our

manufacturing capabilities are complimented by an in-

house design studio and sampling unit. Dedicated

sample washing machines ensure quick turnaround of

samples.

Today, we are the developing and manufacturing

partners of leading global brands. This has been made

possible by the optimal use of modern technology.

The use of a high degree of automation right from

computerised Gerber spreader and cutter to laser

patterning and finishing.

The stitching facility incorporates several

automatic sewing workstations for consistency of

work execution, over locking and zipper

attachments.

The finishing unit consists of scraping spray

booths, sand blasting and laser patterning to

create special effects on the denim.

An in-house CPC controlled laundry, regarded as the

best such facility in India for washing and dyeing

obtained from Europe. This ensures, that we can

provide a wide variety of finishes to meet the

diverse tastes of our global customers.

Dress Shirts

Our formal shirts have earned the reputation of

being at par with the world's best. This has been

made possible through Celebrations Apparel Ltd, our

new facility in Bangalore, which has a technical

collaboration with Flex Japan, one of the largest

dress shirt manufacturers in Japan.

The plant has the capacity to manufacture over 1.5

million shirts per year.

We pay special attention to operations like

armhole seam with single needle machines. We possess

the capability of manufacturing complete shirts using

single needle machines. Oil free sewing machines and

a dust free environment ensure spotless whites and

light colour shirts. Threads, interlinings, buttons

and other embellishments are sourced from the best

suppliers across the globe to offer our customers the

highest quality products.

The layout of the manufacturing line has sufficient

flexibility to adapt to smaller runs and style

changes. This flexibility permits the manufacture of

both fused and non-fised collars and cuffs as per our

customer requirements

Specialized machinery imported from renowned

manufacturers from USA, Germany and Japan comprise of

automated spreading and cutting with an inbuilt

system for matching checks and stripes. Pocket

creasing and pocket attach operations aided by SRP

sewing machines make our unit one of the best shirt

making facilities in South Asia.

SCOPE OF STUDY

The report is about Customer Satisfaction onRaymond’s wear and it helps us to

know the Customer Satisfaction provided by Raymond’s.It also helps to know

about the different strategies used by Raymond’s inMoradabad. It also help us

to know the demand of Raymond’s products and changingneeds of customer

time to time .

With the study we can give suggestion regardingcustomer satisfaction,

promotional offers offered and how far it is going tothe customer expectation

and to retain the existing customer as well asattracting the new potential

customer.

OBJECTIVES

Find out the customer satisfaction towardsRaymond’s fashion wear.

To know the factors affecting customer behaviorfor making the purchase

decision.

ASSUMPTION

The assumption of this dissertation report is that the customer are

satisfied with the product of Raymond’s fashion wear.

RESEARCH DESIGN

“The research design is the conceptual structure

with in which research is conducted it consist the

blue print of the collection measurement and analysis

of data”.

In that project the research design was adopted

for the “Descriptive research study” the exploratory

research studies is that of formulating a problem for

more operational point of view.

The main purpose of the study was to tell the

consumer satisfaction in “A.

The major emphasis was on the discovery of the ideas

and opinions of the customers at different levels in

the existing environment.

Two methods that are used for the study are:

The survey of concerning literature.

The experience study

SAMPLE DESIGN

A sample design is a definite plan for obtaining a

sample size from a given population. It refers to the

technique or the procedure the researcher would adopt

in selecting items for the sample. The sample design

is determined before data are collected.

The sampling used for the study is

“Convenience Sampling”. Under this sampling design

every item or the universe has equal change or

inclusion in the sample because this consumer

‘Satisfaction survey, so we give each person at any

place an equal probability of getting into the

sample.

The implications of random sampling are:

It gives each element in the population an equal

probability of getting into the sample; and all

choices are independent of one other.

It gives each possible sample combination an equal

probability of being chosen.

RESEARCH PLAN

Sampling unit

The units chosen for survey were related customers

Sample size

25

Research Instrument

Questionnaire

Contact method

Direct Personal interview

Sample area

Moradabad city

TYPES OF DATA

In the survey two types of data are collected.

Primary data: These data’s are those which are collected for

the first time and therefore original in nature.

Secondary data: Data, which have already been collected by

someone else and hence passed through the statistical process.

DATA COLLECTION

PRIMARY DATA COLLECTION

For the collection of the primary data following methods were

used:

Interview method: Personal interview of the customer are taken

at different levels to get their opinions and suggestions. And

the interview was structured in nature.

Questionnaire method: Structured questionnaire on the basis of

information collected from different sources. The

questionnaire both open and ended questions.

SECONDARY DATA COLLECTION

Secondary data were collected from the following sources:

Books related to topic

Organization documents

Magazines

Websites

STATISTICAL TOOLS

Statistical tools used in the project study are

:Pie charts

DATA ANALYSIS &

INTERPRETATION

Q.1. Do you know about Raymond fashion wear?

Table No. 1

S.No Options Percentage1. Yes 90%2. No 10%

INTERPRETATION

Above pie chart shows that 90% of the respondent knowabout Raymond

fashion wear but 10% respondents don’t know aboutRaymond fashion wear.

90%

10%

Graph No. 1

YesNo

Q.2. Do you use any product of Raymond fashion wear?

Table No. 2

S.No Options Percentage1. Yes 85%2. No 15%

INTERPRETATION

Above pie chart shows that 85% of the respondent usethe product of Raymond

85%

15%

Graph No. 2

YesNo

fashion wear but 15% respondent do not use theproduct of Raymond fashion

wear.

Q.3. Which factor attract you to buy the Raymondwears ?

Table No. 3

S.No Options Percentage1. Quality 20%2. Price 50%3. Brand image 30%

Graph no. 3

20%

50%

30%

Qualitypricebrand

INTERPRETATION

Above pie chart shows 20% of the respondents thinkthat product design attract

the customer buying the Raymond wears, 50%respondents think that price

attract the customer buying the Raymond wears and 30%respondents think that

quality attract the customer buying the Raymondwears……………………..

Q.4. What features of Raymond you like the most ?

Table No. 4

S.No Options Percentage1. Reliability 25%2. Price 45%3. Quality 30%

25%

45%

30%

Graph no. 4

reliabilitypricequality

INTERPRETATION

Above pie chart shows that 45% of the respondentsthink that Price, attract the

customer in buying the Raymond wears,25% respondentsthink that reliability

attract the customer in buying the Raymond’s wearsand 30% respondents think

that quality attract the customer in buying theraymonds wears.

Q.5. What factor would you recommend to change init ?

Table No. 5

S.No Options Percentage1. Price 30%2. Quality 40%3. Other factor 30%

30%

40%

30%

Graph No. 5

price qualityother factor

INTERPRETATION

Above pie chart shows 30% of the respondents would recommend price factor,

40% would recommend quality factor and 30% respondents would recommend

other factor.

Q.6. In your opinion does the Raymond wears showthe social status of a

person?

S.No Options Percentage1. Yes 60%

2.

No 40%

Table No. 6

60%

40%

Graph No. 6

yesno

INTERPRETATION

Above pie chart shows that 60% of the respondents says that the Raymond

wears shows the social status and 40% says no .

Q.7. How did you come to know about new arrivals ofRaymonds ?

Table No. 7

S.No Options Percentage1. Television 45%2. newspaper 25%3. magazine 20%4. Other sources 10%

45%

25%

20%

10%

Graph No. 7

televisionnewspapermagazineother sources

INTERPRETATION

Above pie chart shows that 45% of the respondents come to know about new

arrivals through television, 25% by newspaper, 20% bymagazine and 10% by

other sources.

Q.8. What is your perception about Raymond fashionwear?

Table No. 8

S.No Options Percentage1. Good 30%2. average 60%3. Bad 10%

INTERPRETATION

Above pie chart shows that 60% of the respondents perception is good, 30% bad

and 10% average.

60%

30%

10%

Graph no. 8

goodaveragebad

Q.9. In your opinion what is the image of Raymondfashion wear as compare

to another brand?

Table No. 9

S.No Options Percentage1. Positive 65%2. negative 35%

65%

35%

Graph No. 9

positivenegative

INTERPRETATION

Above pie chart shows that 65% of the respondents think that the image of

Raymond fashion wear is positive and 35% think that it is negative as compared

to another brand.

Q.10. Which brand according to you is giving the mostcompetition to

Raymond fashion wear?

Table No. 10

S.No Options Percentage1. Peter England 50%2. Monte carlo 50%

50%50%

Graph No. 10

peter englandmonte carlo

INTERPRETATION

Above pie chart ahows that 50% of the respondents says that peter England is

giving most competition to the Raymond and 50% says that Monte carlo is

giving more competition.

Q.11. Are you satisfied with the Raymond product ?

Table No. 11

S.No Options Percentage1. Yes 70%2. No 30%

70%

30%

Graph No. 11

yesno

INTERPRETATION

Above pie chart shows that 70% of the respondents aresatisfied from the

Raymond product and 30% respondents are not satisfied.

FINDINGS

Maximum numbers of respondents use Raymond’s

fashion wear.

The sources by which the maximum numbers of

respondents come to know about Raymond’s fashion

wear through TV. And news paper.

Almost all the respondents are the loyal customer

of Raymond’s fashion wear.

Maximum numbers of respondents are satisfied by the

Raymond’s fashion wear.

Most of the respondents says that performance of

Raymond’s fashion wear is average.

According to the respondents the image of Raymond’s

is positive.

SUGGESTIONS

Raymond’s fashion wear should increase its awareness among people as the competition is increasing day by day.

Raymond’s fashion wear should give more emphasis on new generation as they have much concern towards their garments and can be their prospective customers.

LIMITATIONS

Some of the limitations are :

Time constraint.

Biases and non-cooperation of the respondents.

Numbers of respondents are less.

Survey area is too small.

Geographical selectivity in study limiting toMoradabad city only.

CONCLUSION

This dissertation report is based on study the customer satisfaction towards

Raymond’s fashion wear at Moradabad city. The main aim of the project was to

understand people and their Preference towards Raymond’s fashion wear. Most

the people like and prefer Raymond’s suiting due to its quality and its good

brand image . People use Raymond’s

product because it has certain image in the minds of people and they think that

by wearing Raymond’s product their standard of livingwill enhanced. By this

report it can be said that most of the respondents comes to know about the Raymond’s

product by television advertisement and the customersof Raymond’s remain

faithful to the company because the products of it provide high quality.

BIBLIOGRAPHY

Books:-

Kotler, Philip, Marketing Management: Analysis,

Planning, Implementation and Control (8th ed.),

Prentice-Hall of India Pvt. Ltd., New Delhi, 1994

Research Methodology - Kothari

Drucker, Peter, F., Management: Tasks,

Responsibilities, Practices, Harper& Row, New

York, 1976.

MAGAZINES / NEWSPAPERS

Business Today

The Times of India

ANNEXURE

QUESTIONNAIRE

Name:-………………..

Gender:-………………

Occupation:-………….

Location:-…………….

Contact no:-…………..

Q.1. Do you know about Raymond fashion wear?

a. Yesb. No

Q.2. Do you use any product of Raymond fashion wear?

a. Yesb. No

Q.3. Which factor attract you to buy the Raymond wear?

a.Product designb. Price

c. Brand

Q.4. What features of Raymond you like the most ? a. Reliabilityb. Price

c. Quality

Q.5. What factor would you recommend to change ?

a. Priceb. Quality

c. Other factor

Q.6. In your opinion does the Raymond wear showthe social status of a

person? a. Yesb. NoQ.7. How did you came to know about new arrivals ?

a. Televisionb. News paper

c. Magazinesd. Other sources

Q.8. What is your perception about Raymond fashionwear?

a. Goodb. Average

c. Bad

Q.9. In your opinion what is the image of Raymondfashion wear as compare

to another brand? a. Positiveb. Negative Q.10. Which brand according to you is giving the mostcompetition to

Raymond fashion wear? a. Peter Englandb. Monte Carlo

Q.11. Are you satisfied with the Raymond wear ?

a. Yesb. No