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
CHAPTER-1
INTRODUCTION
 The main objective of this dissertation report is to study the “CUSTOMER

SATISFACTION TOWARDS RAYMONDS FASHION WEAR” with

reference to Bhimavaram town. The sampling technique used for this is

convenient sampling. The sample size taken is 50 and the information is

collected through questionnaire consisting of 11 questions. The respondents are

the customers of Raymond’s fashion wear of Bhimavaram town………

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 Expectations

We must know what our customers expect from us. We must work with our
customers to precisely learn their expectations
Customer Expectations differ by region by country
Step 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 is something not promised, yet
delivered)
Step 3 – Execution

• Products and Services are provided to customers

• Customers had certain expectations before products/services were delivered
• Depending if these expectations were met, not met, or exceeded customer
experiences certain level of “Customer Satisfaction”
• Occasionally there are problems with products/services provided
• A problem can be fixed during the initial call or a visit (first contact
resolution), or a ticket is opened
• Tickets are worked on. Customer problems are eventually solved
• Depending on how the Problem Resolution is handled customer experiences
certain level of “Customer Satisfaction”
Step 4 - Ongoing Dialog with a Customer

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

Customer satisfaction is the overall impression of customer about the

supplier and the products and services delivered by the supplier. Following are
the important factors that could affect customer satisfaction:

 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 satisfaction a nd how it can be
measured.
 SCOPE OF STUDY

The report is about Customer Satisfaction on Raymond’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 in Moradabad. It also help us

to know the demand of Raymond’s products and changing needs of customer

time to time .

With the study we can give suggestion regarding customer satisfaction,

promotional offers offered and how far it is going to the customer expectation

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

customer.
 OBJECTIVES

 Find out the customer satisfaction towards Raymond’s fashion wear.

 To know the factors affecting customer behavior for 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.

CHAPTER-2
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
polywoolblend 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),

EverBlue 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, ColorPlus, 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,

ColorPlus, 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.

 CHAPTER 3
THEORITICAL REVIEW
LITERARTURE REVIEW
 Rade B. Vukmir, (2006)1 (University of Pittsburgh Medical Center Northwest,
Seneca, Pennsylvania, USA) "Customer satisfaction", International Journal of Health Care
Quality Assurance. This paper seeks to present an analysis of the literature examining
objective information concerning the subject of customer service, as it applies to the current
medical practice. Hopefully, this information will be synthesized to generate a cogent
approach to correlate customer service with quality. Articles were obtained by an English
language search of MEDLINE from January 1976 to July 2005. This computerized search
was supplemented with literature from the author's personal collection of peer-reviewed
articles on customer service in a medical setting. This information was presented in a
qualitative fashion. There is a significant lack of objective data correlating customer service
objectives, patient satisfaction and quality of care. Patients present predominantly for the
convenience of emergency department care. Specifics of satisfaction are directed to the
timing, and amount of “caring”. Demographic correlates including symptom presentation,
practice style, location and physician issues directly influence satisfaction. It is most helpful
to develop a productive plan for the “difficult patient”, emphasizing communication and
empathy. Profiling of the customer satisfaction experience is best accomplished by examining
the specifics of satisfaction, nature of the ED patient, demographic profile, symptom
presentation and physician interventions emphasizing communication – especially with the
difficult patient. The current emergency medicine customer service dilemmas are a complex
interaction of both patient and physician factors specifically targeting both efficiency and
patient satisfaction. Awareness of these issues particular to the emergency patient can help to
maximize efficiency, minimize subsequent medico legal risk and improve patient care if a
tailored management plan is formulated.

 Don O'Sullivan, John McCallig, (2012)2 "Customer satisfaction, earnings and firm
value", in their research the aim of this study is to examine the relationship between customer
satisfaction, earnings and firm value. A model borrowed from the accounting literature – the
Ohlson model – is used to consider the impact of customer satisfaction on Tobin's q – a
capital market-based measure of firm performance widely used in marketing research. Data
on firm performance is drawn from COMPUSTAT and integrated with data on customer
satisfaction from the American Customer Satisfaction Index (ACSI).Results show that
customer satisfaction has a positive impact on firm value. Critically, the authors find that this
impact is over and above the impact that earnings has on firm value. They also find that
customer satisfaction positively and significantly moderates the earnings-firm value
relationship. Findings are limited to firms covered by the American Customer Satisfaction
Index and subject to the assumptions underpinning the Ohlson model. This study's
demonstration of the complementary relationship between earnings and customer satisfaction
in determining firm value should encourage managers to engage with satisfaction as a driver
of business performance and value. – Findings extend recent studies on the impact of
customer satisfaction on business performance. While prior studies either ignore earnings or
focus on the relationship between satisfaction and stock returns, the authors show the impact
of satisfaction on firm value, in a model that includes earnings. Importantly, they also extend
prior studies by showing that the interaction between customer satisfaction and earnings is
central to understanding the impact of both satisfaction and earnings on firm value. In
addition, they demonstrate the usefulness of an earnings-based valuation model, to explore
the relationship between a marketing metric and firm value. The authors' approach may be
adopted to consider the impact of other measures of marketing performance. Thus, they hope
that this study helps to further bridge the gap between marketing and the financial disciplines.

 Qingyu Zhang, Mark A. Vonderembse, Jeen-Su Lim, (2005)3 "Logistics flexibility

and its impact on customer satisfaction", – in their research, the aim is to succeed in an
uncertain environment, firms must respond to changing customer needs, and logistics
flexibility is an important part of the response. This paper defines logistics flexibility, creates
a framework to understand it, and shows how it relates to customer satisfaction. The study
uses a large sample survey (n=273) from the Society of Manufacturing Engineers to develop
valid and reliable instruments to measure logistics flexibility and to test the relationships
among the variables using structural equation modeling. The results indicate strong, positive,
and direct relationships between flexible logistics competence and capability, and between
flexible logistics capability and customer satisfaction. The dependent and independent
variables were measured through a single respondent, which may introduce common-method
bias. The respondents were manufacturing executives, which provides only a single
perspective. The dichotomy of flexible logistics competence and capability can help
managers differentiate between the elements of logistics flexibility that are critical to
customers from the elements that support these capabilities. Standing alone, flexible
competence may not be sufficient to build a sustainable competitive edge. The paper
organizes literature on logistics flexibility and classifies it according to competence and
capability theory. It describes a framework to explore the relationships among flexible
competence, flexible capability, and customer satisfaction.

 Johra Kayeser Fatima, Mohammed Abdur Razzaque, (2013)4 "Roles of customer

involvement in rapport and satisfaction", The study investigates different roles (antecedent,
mediator and moderator roles) of customer involvement in rapport and satisfaction. It is also
designed to reveal the comparative impact of three types of relational benefits (confidential,
social and special treatment benefits) on customer involvement. Structural equation modeling
(using Amos) is used for analyzing the data, collected from a survey of 212 sample
respondents of the private commercial banking sector. Results suggest that customer
involvement does have antecedent and mediated influence on rapport-satisfaction link while
the moderation impact of customer involvement is not supported. In contrast, social treatment
benefit is found as the most important relational benefit for developing customer involvement
in Bangladesh followed by confidence and special treatment benefit. Findings will assist bank
management to set effective future strategies and to manage successful relationships with
customers in order to motivate customer satisfaction with the bank. But the study may suffer
from lack of generalization and poor sample representation as it focuses on a single country
(Bangladesh) and a single industry (banking sector).The paper for the first time attempts to
reveal antecedent, mediator and moderator role of customer involvement in rapport and
satisfaction. It also identifies the level of importance among three relational benefits for
Bangladeshi bank customers.

 Dima Jamali, (2007)5 "A study of customer satisfaction in the context of a public
private partnership” they explored that the purpose of this paper is to present the results of an
original satisfaction survey in the context of a new public private partnership (PPP) in the
Lebanese postal sector, highlighting traditionally overlooked linkages between PPPs, quality
management and customer satisfaction. The ascendancy of PPPs in recent years has been
attributed to key drivers including greater value for money, and enhanced service quality.
However, very few studies to date have investigated the success of service performance
improvement in the PPP context, by gauging customer satisfaction. The paper is a literature
review and customer satisfaction survey. The findings in this paper suggest a good level of
satisfaction with the quality of services received through the PPP in question but mixed
results concerning the impact of consumer characteristics on satisfaction ratings. In this
paper, the relationship between customer satisfaction and quality is reviewed. Customer
satisfaction is measured in the PPP context and a neglected dimension in customer
satisfaction measurement addressed namely, whether ratings of satisfaction vary
systematically on the basis of customer characteristics.

 Manuela Vega-Vazquez, María Ángeles Revilla-Camacho, Francisco J. Cossío-

Silva, (2013)6 "The value co-creation process as a determinant of customer satisfaction", the
purpose of their study is the greater part of the academic literature coincides in highlighting
the positive influence that consumer participation has on the value created in service delivery.
In this sense, research stands out which studies the consumer's role as a value co-creator in
the service. However, there are few studies, which analyze the consequences of co-creation
behavior from the customer perspective. This research aims to fill this gap. To do so, it sets
out from the measuring of co-creation from the perspective of the customers themselves and
proposes that there is a direct relationship between value co-creation behavior and customer
satisfaction with the service experience. To verify the hypothesis proposed, adults over 18
were personally interviewed. They had to be regular users of firms in the beauty parlor and
personal care sector. The data collection finished with 547 duly completed questionnaires.
The SPSS 20 and AMOS 20 statistical programs were used for the data analysis. Regarding
the causal model proposed, the data confirm the relationship set out in the hypothesis. It can
therefore be stated that there is a positive relation between value co-creation and customer
satisfaction. It allows a greater comprehension of the value creation process, analyzing the
consequences for customer satisfaction. In this sense, the findings of the study suggest that
service firms dedicated to personal care should foster the customers' active participation in
the value creation process. The analysis highlights the positive influence which taking part in
the value co-creation has on satisfaction. This is the first study that clearly shows this
relationship from the empirical point-of-view.

 Rhonda L. Hensley, Joanne Sulek, (2007)7 "Customer satisfaction with waits in

multi-stage services", The purpose of this study is to examine the relative importance of
customer perceptions of waits in a multi-stage service. The stages included the wait at the
point of service-entry, the wait during the service stage in which the core service was
experienced and the wait at the service-exit stage as the customer was preparing to leave.
Satisfaction with the waits and satisfaction with the core service product, employees'
behavior and the physical setting were examined in relation to customers' perceptions of
service quality. Four measures of customers' perceptions of service quality were used in this
study. These included overall customer satisfaction, willingness to recommend the service to
friends, willingness to bring friends to the service and repatronage intentions. A survey was
developed based on a review of the literature and in collaboration with the manager of a full-
service restaurant. Restaurant employees administered the survey during the course of the
meal. Multiple regression analysis was used to identify the extent to which satisfaction with
each wait affected the four customer perceptions of service quality. Results showed that the
only wait satisfaction that consistently affected customer perceptions of service quality
involved the service-entry wait. This study is one of the first to empirically examine the effect
of service waits at multiple stages of a service operation on perceptions of service quality.

 Eduardo Torres-Moraga, Arturo Z. Vásquez-Parraga, Jorge Zamora-González,

(2008)8 "Customer satisfaction and loyalty: start with the product, culminate with the brand”,
in their Studies on customer satisfaction and loyalty have focused on brand rather than
product. It is not that brand is not important, but the process of loving a brand starts with a
product. Customers appreciate products by themselves, independent of the brand, as shown in
their pursuit of satisfaction and development of loyalty. Such appreciation seems to be
prominent regarding innovative products when compared to traditional products. This paper
aims to investigate this issue and provide a product-brand typology. The paper takes the form
of empirical research on a partial application of the typology. Results show that the
relationship satisfaction-loyalty is significantly present when evaluating products alone albeit
a weaker presence than when evaluating brand alone. Such unequal presence is corroborated
in both traditional (bottled wine) and innovative (electronic) products even though it is much
stronger in innovative products. The relationship satisfaction-loyalty is also present when
evaluating product and brand combined, indicating that there is an intermediate position
between product and brand. In contrast, the literature treats brand and product-brand as being
in the same category thereby diminishing the importance of a useful difference between
brand and product-brand. There are practical consequences of applying the typology and
examining the findings. The relationship satisfaction-loyalty starts with the product, includes
the product-brand, and culminates with the brand. This process is significantly more
important regarding innovative products, such as electronics, as compared to traditional
products such as wine. This study introduces a typology underscoring the pursuit of
satisfaction and development of loyalty in three conditions of product presence versus brand
presence, that is, product alone, brand alone, and product and brand combined.
 Brian George Nagy, K. Michele Kacmar, (2013)9 "Increasing customer satisfaction
in the new venture context",– The purpose of their study is to test the effects of cognitive
legitimacy and the assets of newness in the new venture context. The authors wish to provide
evidence related to how best to market and manage some of the assets and liabilities of
newness.236 customers of three recently opened retailing businesses were surveyed to
investigate the relationships among organizational energy, organizational flexibility,
cognitive legitimacy, and customer satisfaction. A mediation model including all four
variables is developed and tested in the paper. Evidence is presented suggesting cognitive
legitimacy plays a significant mediating role in both the positive relationship between
organizational energy and customer satisfaction, and the positive relationship between
organizational flexibility and customer satisfaction. The paper offers thoughts regarding the
theoretical implications of the study, as well as future research opportunities related to future
marketing and entrepreneurship studies. Entrepreneurs are informed how to further market
and manage the characteristics that marks their new ventures. The study is the first to link the
assets of newness, cognitive legitimacy, and customer satisfaction. Given the importance of
customer perceptions in the new venture context, the manuscript offers insight into how to
possibly increase customer satisfaction by managing the perceptions of customers related to
newness.

 Birgit Leisen Pollack, (2009)10 "Linking the hierarchical service quality model to
customer satisfaction and loyalty"– in their study the purpose is to reassess the properties of
the hierarchical service quality model (HSQM) – a previously introduced service quality
assessment tool. The HSQM views service quality as a three-tiered concept with interaction
quality, outcome quality, and physical environment quality as initial sub-dimensions. The
study aims to apply HSQM to two new service contexts and to further investigate the
relationship between service quality, as measured by this instrument, and satisfaction and
customer loyalty. To this end, five hypotheses are to be submitted to empirical tests. The data
for empirically re-assessing the scale's properties and for testing the proposed hypotheses
were collected from convenience samples of 250 customers of hairdresser/barber services and
300 customers of local phone service subscribers. The measurement model of the HSQM was
re-assessed using confirmatory factor analysis. The hypotheses were tested using structural
equation modeling. The results confirm the HSQM as predictor of satisfaction and loyalty.
However, the results suggest that the significance of various service quality dimensions
differs depending on the type of service. From a managerial perspective, the HSQM is useful
for assessing service quality at various levels. It allows firms to recognize problems in their
delivered interaction quality, outcome quality, or the physical service environment. The paper
provides further evidence for the validity and reliability of the HSQM service quality
measure.
CHAPTER-4
RESEARCH METHODOLOGY
 “The research methodology 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 methodology 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
 CHAPTER-5
DATA ANALYSIS
&
INTERPRETATION
Q.1. Do you know about Raymond fashion wear?

Table No. 1

S.No Options Percentage

1. Yes 90%
2. No 10%

Graph No. 1
0 0

10%

Yes
No

90%

INTERPRETATION
Above pie chart shows that 90% of the respondent know about Raymond

fashion wear but 10% respondents don’t know about Raymond fashion wear.

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

Table No. 2

S.No Options Percentage

1. Yes 85%
2. No 15%

Graph No. 2
0 0

15%

Yes
No

85%

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

fashion wear but 15% respondent do not use the product of Raymond fashion

wear.

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

Table No. 3

S.No Options Percentage

1. Quality 20%
2. Price 50%
3. Brand image 30%

Graph no. 3

20%
30%

Quality
price
brand

50%
INTERPRETATION

Above pie chart shows 20% of the respondents think that 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 Raymond wears……………………..

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

Table No. 4

S.No Options Percentage

1. Reliability 25%
2. Price 45%
3. Quality 30%

Graph no. 4

25%
30%

reliability
price
quality

45%

INTERPRETATION
Above pie chart shows that 45%of the respondents think that Price, attract the

customer in buying the Raymond wears,25% respondents think that reliability

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

that quality attract the customer in buying the raymonds wears.

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

Table No. 5

S.No Options Percentage

1. Price 30%
2. Quality 40%
3. Other factor 30%

Graph No. 5
0

30% 30%

price
quality
other factor

40%
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 show the social status of a

person?

Table No. 6
S.No Options Percentage
1. Yes 60%
2. No 40%

Graph No. 6
0 0

40%

yes
60%
no
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 of Raymonds ?

Table No. 7

S.No Options Percentage

1. Television 45%
2. newspaper 25%
3. magazine 20%
4. Other sources 10%

Graph No. 7

10%

television
20%
45%
newspaper
magazine
other sources

25%

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

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

other sources.

Q.8. What is your perception about Raymond fashion wear?

Table No. 8

S.No Options Percentage

1. Good 30%
2. average 60%
3. Bad 10%

Graph no. 8

0
10%

30%
good
60% average
bad

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

and 10% average.

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

to another brand?

Table No. 9

S.No Options Percentage

1. Positive 65%
2. negative 35%

Graph No. 9
00

35%

positive
negative

65%
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 most competition to

Raymond fashion wear?

Table No. 10

S.No Options Percentage

1. Peter England 50%
2. Monte carlo 50%

Graph No. 10
0
0

50% 50%
peter england
monte 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 Percentage

1. Yes 70%
2. No 30%

Graph No. 11
00

30%

yes
no

70%

INTERPRETATION

Above pie chart shows that 70% of the respondents are satisfied 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. Andnews 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 to Bhimavaram town only.

 CONCLUSION

This dissertation report is based on study the customer satisfaction towards

Raymond’s fashion wearat Bhimavaram town. 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 living will 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 customers of 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. Yes b. No

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

a. Yes b. No

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

a. Product design b. Price

c. Brand

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

a. Reliability b. Price

c. Quality

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

a. Price b. Quality

c. Other factor

Q.6. In your opinion does the Raymondwear show the social status of a

person?

a. Yes b. No
Q.7. How did you came to know about new arrivals ?

a. Television b. News paper

c. Magazines d. Other sources

Q.8. What is your perception about Raymond fashion wear?

a. Good b. Average

c. Bad

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

to another brand?

a. Positive b. Negative

Q.10. Which brand according to you is giving the most competition to

Raymond fashion wear?

a. Peter England b. Monte Carlo

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

a. Yes b. No