Sie sind auf Seite 1von 55

Bliss Professional Unisex

Salon
Classique Arcade, 1st Floor
Next to City Centre, K.S.Rao Road,
Mangalore-575001

Date://2015

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. MOHAMMED FARMAN student of


3rd year BBM from St. Aloysius College (Autonomous) Mangalore as under
taken project work from 1st of December 2014 to February 2015 at our
company office.

This student has taken keen interest in seeking and noting down the
relevant data.

Wishing him all the best

Managing Director

Shridhar Bhandary

DECLARATION
I hereby declare that this project report titled A
STUDY ON CUSTOMER SATISFACTION OF BLISS PROFESSIONAL UNISEX
SALON has been prepared by me during the sixth semester November 2013
to 2014, under the valuable guidance and supervision of MR KARTHIK,
Lecturer of St. Aloysius College, Mangalore, in purpose of partial fulfillment of
Bachelor Degree in Business Management.
I also proclaim that project is the result of my own effort and that
has not been submitted to any other University for award of any degree or
diploma.

Date: 15-03-2014
MOHAMMED FARMAN
Place: Mangalore

114352

ACKNOWLEDGEMENT
I present here with great pleasure the project on a study on customer
satisfication of bliss professional unisex hair salon for the partial fulfillment
of Bachelor Degree in Business Management.
I would like to express my esteemed gratitude to our Principal Rev. FR
SvebertDsilva SJ for extension of the facilities which has helped me greatly
to prepare this project report.
I acknowledge with gratitude to my project guide Mr. Karthik Department of
BBM, without their guidance and encouragement completion of this project
would not have materialized.

I would like to acknowledge my deep sense of gratitude to Sridhar


Bandary(Managing director) for his assistance and co-operation to furnish me
with the necessary details and guidance which made it absolutely easy to
prepare this project.
I shall ever indebted to my parents, friends and well-wishers for their
encouragement, moral support, appreciation and sincere wishes.

Finally my due regards to all those who have helped me directly or indirectly
in carrying out this project work successful.

MOHAMMED FARMAN

LIST OF CONTENT:
SL.NO

CHAPTER NO.

CONTENT

LIST OF TABLES

LIST OF CHARTS

PG.NO

INTRODUCTION

COMPANY PROFILE

REVIEW OF LITERATURE

17

ANALYSIS AND INTERPRETATION

21

FINDINGS, SUGGESTIONS AND

42

CONCLUSIONS
8

BIBLIOGRAPHY

46

ANNEXURE

47

LIST OF TABLES:
TABLE NO.

PARTICULAR

PG.NO

4.1

TABLE SHOWING GENDER

22

4.2

TABLE SHOWING AGE

23

4.3

TABLE SHOWING PLACE

24

4.4

TABLE SHOWING CHOICE OF SALON

25

4.5

TABLE SHOWING DECISION

26

4.6

TABLE SHOWING PURCHASE OF THE SERVICE

27

4.7

TABLE SHOWING ATTRIBUTES

28

4.8

TABLE SHOWING OPINION ABOUT LICENSED

29

TECHNICIAN USED AT HOUSE


4.9

TABLE SHOWING INTEREST ON HOME

30

TREATMENTS
4.10

TABLE SHOWING CONSIDERATION

31

4.11

TABLE SHOWING LEVEL OF SATISFACTION

32

4.12

TABLE SHOWING COMPARISON

33

4.13

TABLE SHOWING RATING

34

4.14
4.15
4.16
4.17
4.18
4.19
4.20

TABLE
TABLE
TABLE
TABLE
TABLE
TABLE
TABLE

35
36
37
38
39
40
41

SHOWING
SHOWING
SHOWING
SHOWING
SHOWING
SHOWING
SHOWING

RECOMMEND
OPINION
PRICE
EXPENSE
PREFERENCE
ADVERTISING METHOD
DECISION

LIST OF CHARTS:
CHART NO.

PARTICULARS

PG.NO

4.1

CHART SHOWING GENDER

22

4.2

CHART SHOWING AGE

23

4.3

CHART SHOWING PLACE

24

4.4

CHART SHOWING CHOICE OF SALON

25

4.5

CHART SHOWING DECISION TO USE THE

26

SALON
4.6

CHART SHOWING PURCHASE OF THE

27

SERVICE
4.7

CHART SHOWING ATTRIBUTES

28

4.8

CHART SHOWING OPINION ABOUT

29

LICENSED TECHNICIAN USED AT HOME


4.9

CHART SHOWING INTEREST ON HOME

30

TREATMENTS
4.10

CHART SHOWING CONSIDERATION

31

4.11

CHART SHOWING LEVEL OF SATISFACTION

32

4.12

CHART SHOWING COMPARISON

33

4.13

CHART SHOWING RATING

34

4.14

CHART SHOWING RECOMENDATION

35

4.15

CHART SHOWING OF OPINION

36

4.16

CHART SHOWING PRICE

37

4.17

CHART SHOWING EXPENSE

38

4.18

CHART SHOWING PREFERENCE

39

4.19

CHART SHOWING ADVERTISING METHOD

40

4.20

CHART SHOWING DECISION

41

CHAPTER 2
COMPANY PROFILE

BRIEF HISTORY
Bliss professional hair unisex salon, is the LOreal professional partner salon.
The newest destination for world-class hair care. The unisex salon is famous
for bringing the international standards in hair styling, treatments and make
up to the city. The success on bliss professional group is steering by its
dreams, clear cut goals and constant and continued efforts to convert these
dreams into reality. Headed by our artists, under the leadership of our
creative director, Sridhar Bhandary are trained by professionals of LOreal.
There are encouraged to update their skills regularly by attending the
workshops organized by the worlds leadings brands like Schwarzkopf,
LOreal, Lotus, Cheryls and the like. We are the first in Mangalore to bring a
holistic straightening this to ensure your hair is healthy and retains its luster
for a longer period. We also offer many such exclusive treatments such as
hair fall treatments , dandruff treatments , stress free treatments , tan
removal treatments under one canopy. Sridhar Bhandary , a dynamic man
known to be realistic , passionate and perfectionist when it comes to his
projects, Bliss has consistently set benchmarks and trends for others to
emulate. His vision and foresight has been the guidance force on which Bliss
has been striding the path of accomplishment, accolades and extraordinary
radiance. Bliss enterprise Mangalore was established in the year 2011 and is
now one of the professional hair salon in Mangalore and Bliss professional
hair salon dedicated to consistently providing high customer satisfaction by
rendering excellent service, quality products. It has gained a huge reputation
in Mangalore over the few years. The beautification industry is economically
scale. However, our market share is on the Rise with an increase in
disposable income as more women join the workforce. Industry trends show

that as time becomes more limited , customer are more educated and more
demanding of quality services. The regulation of the Bliss professional hair
salon is is operated in strict guidance with the health and dress codes,
particularly when working with customers and Bliss offer exceptional hair and
spa services that leave feeling pampered, rejuvenated and renewed to the
customer. Thus expert stylists create timeless, classic looks with an array of
hair services

including hair color, design and finishing

and spas offer massage, manicures, pedicures, facials and waxing. Choose
from our selection of the finest skin and hair care products. Thus Bliss
professional hair salon believes that customers are the sole reason for the
existence of the business so they always try to maintain certain features
which makes Bliss stand different from other salons in Mangalore.

Quality of services

Fair and affordable price

Good customer handling skill

Serious consideration of customer complaints


Bliss is the other name for make uo to the city, the newest a destination
for world-class hair care comfort, and are proud of the unique in style
identity have caved for the company BLISS.

In todays era of fast-changing global marketplace, customer loyalty has


been an important aspect that most firmswould want to empower in. In order
to have a significant level of customer loyalty, the antecedents of customer
loyalty such as service quality, relational benefits, perceived value and
customer satisfaction. The study of the effects ofthese variables may help

the hair salon service providers to make an important decision in this highly
competitive market place for successful survival. The role of customer loyalty
is becoming gradually important as it helps the firm to reduce cost in
searching new customers as retention of customers is always of lower cost
than to attract new customers is always of lower cost than to attract new
customers. Thus, maintaining current customers can help the firms to be
more profitable. Moreover, the loyal customers may help the hair salon
service providers to spread positive word-of- mouth to others and this could
help in bringing in new customers. On top of that, this study can help firms to
identify which variable is the best predictor of customer loyalty in hair salon
industry and thus to put in more effort in that particular dimension in order
to make customer loyalty happens in their business. Last but not the least,
this study may help to provide insights for academicians, future researchers,
hair salon service providers and those who read it.

ABOUT THE PRODUCT


LOreal Company established itself in Mauritius in the late nineteenth exactly
on the 14th July 1972 . LOreals success is built on a strong foundation. One
of the worlds largest beauty products company. LOreal has gained its
popularity on the market, as it is one of the companies in the world that
works closely with cosmetology and dermatology research.

At LOreal, we have made cosmetics the main focus of all our energy and
know-how for nearly a century. We are full committed to put all our expertise
and research resources to work for the well being of men and women in all
their diversity.

LOreal is a brand that is extremely popular among women; it has been


enjoying success and prosperity for many long years. Anyone who thinks of
beauty thinks of LOreal. The brand produces a great range of health care
products and decorative cosmetics that every women enjoyed, but relatively
unknown among men. So LOreal has an image that is strongly feminine, but
LOreal wants to change this image now. Specialists devote their time to seek
and develop ecological cosmetic product to give a fresh new and dynamic
life to men. LOreal has come come forward with the LOreal Paris brand
(Men Expert), comprising of an exclusive range of mens grooming products.
Including moisturize, shaving cream and gel, wrinkle decrease and cleanser.
LOreal Paris Brand (Men Expert) wants to touch all the targets, from young
men with their skin problems to adult men with their first tiredness signs and
also old men.
LOCATION OF THE COMPANY

Bliss Professional Unisex Salon


Classique Arcade, 1st floor
Next to City Centre, K S Rao Road,
Mangalore 575001

Organization Structure
Bliss professional hair salon have built their organization on the foundation of
peoples trust which springs from their efforts to amalgamate highest standards of
modern trends, design, technology and hospitality. Company take pride in saying
that they are perfectionist in whatever they do and company is encouraged to
update their skill regularly by knowing customer needs and preference bliss
professional hair salon has given the company distinct advantage as beautification
industry and promoters of repute, whom people trust the company earned the
credibility as they stand out for their beautification excellence, hospitality and
perfect milieu. Each and every work of bliss is complete with ultra modern amenities
aimed at providing quality service and maximum satisfaction to the companys
esteemed customers. As a team bliss has to work towards vaulting for greater
excellence and rewrite its success in golden letters in the days to come.

OWNER

MANAGER

ASSISTANT MANAGER

SUPERVISOR

STAFF

Operations
Bliss believe that the secret of companys achievements is in giving their
customers what they desire, and their belief in the implementation of up-tominute techniques and resources in their operations. This, in turn, has helped
the company in creating cost effective, state of the art hair solution, which
stress on modern trends and consumer need. The groups main motto is to
customer satisfaction guaranteed provide our clients with the highest value
for their money, coupled with an international level of style and treatment.
Companys constant efforts towards improving the effectiveness of quality
management system make every project worth emulating. Right from
material selection to the processing stage to the final product, constant
quality checks are carried out. At bliss the newest destination for world-class
hair design, hair color and makeup- bliss and also strongly believe providing
high customer satisfaction by rendering excellent service, quality product
and furnishing an enjoyable atmosphere at an acceptable price and value
relationship.

Unique features of the unit


Bliss professional unisex salon have gained a solid reputation for the wealth
of knowledge, quality and service we provide to our clients. We have an
excellent and experienced extensive network service provider which is
spread across all over the country. Our experienced representative pays kind
and special attention to serve you all comforts and satisfaction. Backed by 3
years of experience and expertise, guided by Shridhar Bhandari are trained
by professionals of LOreal. There are encouraged to update their skills
regularly by attending the workshops organized by the worlds leadings
brands like Schwarzkopf, LOreal, Lotus, cherys and the like and their
philosophy sincere dealings and pay handsomely, Bliss professional unisex
salon with its professional approach is the best choice if you want to do
exclusive treatments on hair dressing such as hair fall treatment, dandruff
treatments on hair dressing such as hair fall treatment under one canopy. In
a world of changing trends, impair values and uncertain demands, it takes a
keen sense of perception and clear vision to excel in field, because every
deal depends on ones reputation. Ever since inception bliss believes in
enduring values, nd concern for customer satisfaction. To enable the clients
to clinch the right deal at affordable prices, bliss is in constant touch with the
market pulse and has the right information about the currents trends, styles,
customer needs and preference.

CHAPTER 3
REVIEW OF LITERATURE

REVIEW OF LITERATURE
The main of a literature review is to show your reader that you have read, and have
a good grasp of, the main published work concerning a particular topic or question
in your field. This work may be in any format, including online services. It may be a
separate assignment, or one of the introductory sections of a report, dissertation of
thesis. In the latter cases in particular, the review will be guided by your research
objective or by the issue or thesis you are arguing and will provide the framework
for your further work. A literature review summarizes and evaluates existing work in
a given topic area. It can be a study in itself for it can form part of an empirical
research.

Help you to understand your topic better.

Help you to avoid repeating research already done.

Provide a foundation/framework for new research.

The origins and definitions of the topic.

Key sources, themes, concepts and ideas.


It is very important to note that your reviews should not be simply a
description of what others have published in the form of a set of summaries,
but should take the form of a critical discussion, showing insight and an
awareness if differing arguments, theories and approaches. It should be a
synthesis and analysis of the relevant published work, linked at all times to
your own purpose and rationale.

3.1 Aga Mehmet, Okan Veli Safakli (2007),- Customer


Satisfaction in Professional Management, Vol.5, No.3,
pp.84-96
Today the quality of product and services consumed is of great importance. It
is widely accepted that surviving in difficult and competitive conditions of a
market economy requires good quality production. To understand and assess
the result of efforts realized for good quality production, quality should be
measurable. While the quantity of goods easily can be measured by taking
into account the certain physical properties, the measurement of services is
rather difficult because the quality in this case depends on large number of
factors.

3.2 Anderson, Eugene (1996), Custpmer Satisfaction and


Price Tolerance. Marketing Letters, Vol.7, No.3.pp.265274
Customer satisfaction can be defined as overall evaluation based on the total
purchase and consumption experience with a good or service over time.

3.3 Bearden, William O and Jesse E. Teel (1983), - Selected


Determinants of Consumer Satisfaction and Complaint
Reportss.|| Journal of Marketing Research, Vol.20, No.1,
pp.21-28
Consumer Satisfaction (CS) is a central concept in modern marketing
thought and practice. The marketing concept emphasizes delivering
satisfaction to consumers and obtaining profits in return. As a result, overall
quality of life is expected to be enhanced. Thus, consumer satisfaction is
crucial to meeting various needs of consumers, business, and society. The
realization of this importance has led to proliferation of research on
consumer satisfaction over the past two decades. Attempts to make a
significant contributions towards understanding this important area have
been made, including numerous studies and annual conferences on
consumer satisfaction/dissatisfaction and complaining behavior.

3.4 Churchill, Gilbert and Carol Suprenant (1982), An


Investigation into the Determinants of Customer
satisfaction. Journal of Marketing Research, Vol.19,
pp.491-504
When purchasing a service, one usually receives very little one can take
home and rarely acquires ownership of anything. Rather, it has been

advanced that services are experiential in nature, and it has been suggested
that the service consumption experiences can be regarded as the major
output of service organization (Bitner 1990, Hui 1988). As Shorr, then
executive vice president-marketing of Holiday Inns Inc, expressed it. What I
am selling, in terms of what people are buying, is a hotel experience (InKnisely 1991).

3.5(Book of Consumer, Kotler & Keller,2009,p.789).


As a matter of fact, satisfaction could be the pleasure derived by someone
from the consumption of goods or services offered by another person or
group of people; or it can be the state of being happy with a situation.
Satisfaction varies from one person to another because it is utility. One
mans meal is another mans poison, an old adage stated describing utility;
thus highlighting the fact that it is sometimes very difficult to satisfy
everybody or to determine satisfaction among group of individuals.

3.6 Tse & Wilton, 1988, p.204


Client happiness , which is a sign of customer satisfaction, is and has always
been the most essential thing for any organization. Customer satisfaction is
defined by one author as the consumers response to the evaluation of the
perceived discrepancy between prior expectations and the actual
performance of the product or service as perceived after its consumption.

3.7 Fornell, 1992, p.11


Hence considering satisfaction as an overall post-purchase evaluation by the
consumer. Some authors stated that there is no specific definition of
customer satisfaction, and after their studies of several definitions they
defined customer satisfaction as Customer satisfaction is identified by a
response (cognitive or affective) that pertains to a particular focus (i.e. a

purchase experience and/or the associated product) and occurs at a certain


time (i.e. post-purchase, post consumption).

3.8 Giese & Cote, 2000, p.15


This definition is supported by some other authors, who think that
consumers level of satisfaction is determined by his or her cumulative
experience at the point of contact with the supplier.

3.9 Sureshchander et al., 2002, p.364


It is factual that, there is no specific definition of customer satisfaction since
as the years passes, different authors came up with different definitions.
Customer satisfaction has also been defined by another author as the extent
to which a products perceived performance matches a buyers expectations.

(Schiff man & Karun 2004, p.14)


According to Schiff man & Karun (2004) Customer satisfaction is defined as
the individuals perception of the performance of the products or services in
relation to his or her expectations.

In a nutshell, customer satisfaction could be the pleasure obtained from


consuming an offer. Measuring customer satisfaction could be very difficult
at times because it is an attempt to measure human feelings. It was for this
reason that some existing researcher resented that the simplest way to
know how customers feel, and what they want is to ask them this applied to
the informal measures.

CHAPTER 4
ANALYSIS AND
INTERPRETATION

ANALYSIS AND INTERPRETATION


Data analysis and interpretation is the process of assigning meaning to the
collected information and determining the conclusion, significance and
implication of the finding of the type of the information collected.

Process by which sense and meaning are made of the data gathered in
qualitative research, by which the emergent knowledge is applied to clients
problems. This data often takes the form of records of group discussions and
interviews, but is not limited to this. Through this processes of revisiting and
immersion in the data, and through complex activities of structuring, reframing or otherwise exploring it, the researcher looks for patterns and
insights relevant to the key research issues and uses these to address the
client brief.
To complete this study properly, it is necessary to analyses the data collected
in order to test the hypothesis and answer the research question.

This chapter comprises the analysis, chart presentation and interpretation of


the finding result from this study.

TABLE NO:4.1 To show the analysis of the respondents according to


their gender.
GENDER

RESPONDENTS

PERCENTAGE

MALE

22

44

FEMALE

28

56

TOTAL

50

100

CHART NO: 4.1 To show the analysis of the respondents


according to their gender

GENDER

MALE
FEMALE

SOURCE: SURVEY DATA


INTERPRETATION
As per the above survey it can be seen that 44 percent are the male
respondents of bliss salon, whereas remaining 56 percent are the female
respondents of bliss.

TABLE NO: 4.3 (a) To show the analysis of the respondents according
to the place of the applicants or the users.
PLACE

RESPONDENTS

PERCENTAGE

MANGALORE

37

74

KERALA

18

OTHERS

TOTAL

50

100

CHART NO: 4.3 To show the analysis of the respondents according to the
place of the applicants or the users

PLACE

MANGALORE
KERALA
OTHERS

SOURCE: SURVEY DATA


INTERPRETATION
As per the above survey it can be seen that 74 percent of customer or users of bliss
salon are from Mangalore are, 18 percent of the customer are from Kerala area,
whereas 8 percent are from other places.

TABLE NO: 4.4 (a) To show the analysis of respondents who


frequently use bliss salon or other salon in the Mangalore area
SALON

RESPONDENTS

PERCENTAGE

BLISS

37

74

OTHER

13

26

TOTAL

50

100

CHART NO: 4.4 (b) To show the analysis frequently use bliss salon or
other in the Mangalore area

CUSTOMER PREFERENCE

BLISS
OTHERS

SOURCE: SURVEY DATA


INTERPRETATION
This above chart shows opinion on customer preference whether they
frequently use bliss salon or other. As per the data which says maximum
number of people frequently use bliss professional hair salon about 74
percent and remaining 26 percent change the on their needs.

TABLE NO: 4.5 (a) To show the analysis of the respondents according
to how often people use the salon
TIME

RESPONDENTS

PERCENTAGE

OCCASIONALLY

19

38

3 MONTHS

19

1 MONTH

18

36

WEEKLY

16

TOTAL

50

100

CHART NO: 4.5 (b) To show the analysis of the respondents


according to how often people use the salon.

PERIOD OF TIME
40
35
30
25
20
15
10
5
0

PERIOD OF TIME

OCCASIONALLY 3 MONTHS

1 MONTH

WEEKLY

SOURCE: SURVEY DATA


INTERPRETATION
In this above diagram it shows 38% occasionally go to the salon, 10% visit once in
three months, 36% visit monthly and remaining 16% visit weekly.

TABLE NO: 4.6 (a) To show the analysis of the respondents according to
the services in which they avail from the bliss salon
SERVICES

RESPONDENTS

PERCENTAGE

HAIR CUT/STYLE MAKE

24

48

UP APPLICATION
PEDICURE/MANICURE

10

20

MASSAGE FACIAL

13

26

OTHER

TOTAL

50

100

CHART NO: 4.6 (b) To show the analysis of the respondents according to
the services in which they avail from the bliss salon

SERVICE
50
45
40
35
30
25
20
15
10
5
0
HAIR CUT/STYLE MAKE UP APPLICATION

MASSAGE FACIAL

SOURCE: SURVEY DATA


INTERPRETATION
In this above diagram it shows the different service which are provided by bliss
professional hair salon thus as per the survey maximum customer avail hair
cut/makeup application about 48 percent, 20 percent people says

pedicure/manicure, 26 percent group of people says massage facial and remaining


6 percent other services.

TABLE NO: 4.7 (a) To show the analysis on attributes that the
customer had a wish to improve in the salon
Attributes

Respondents

Percentage

Location hours of

25

50

operation
Wait time available

18

36

services
Others

14

Total

50

100

CHART NO: 4.7(b) To show the analysis on attributes that the


customer had a wish to improve in the salon

ATTRIBUTES
30
25
20
15
10
5
0

SOURCE: SURVEY DATA

INTERPRETATION
In this above diagram it shows the different kinds of attributes that customer like to
improve in the salon. Mostly people prefer for location hours of operation about 50
percent, 36 percent of customer like to improve in wait time available services and
remaining 14 percent other changes.

TABLE NO: 4.8 (a)To show the analysis of the people like to go for a
different technician to perform in home
SERVICES

RESPONDENTS

PERCENTAGE

HAIR CUT/ MAKEUP

22

44

STYLE
PEDICURE/MANICURE

18

MASSAGE FACIAL

19

38

TOTAL

50

100

CHART NO: 4.8(b) To show the analysis of the people like to go for a
licensed technician to perform in home

HOME TREATMENT
MASSAGE FACIAL

PEDICURE/MANICURE

HAIR CUT/MAKEUP STYLE

0.5

1.5

2.5

3.5

4.5

SOURCE: SURVEY DATA


INTERPRETATION

In this above diagram shows the different kinds of home treatment that
customer like to use in their home itself thus the data says that 44 percent of
people like to go for hair cut/style makeup 18 percent says
pedicure/manicure and remaining say massage facial about 38 percent
TABLE NO: 4.9(a) To show the analysis on how many people willing
to spent for home treatment
INTEREST

RESPONDENTS

PERCENTAGE

NO MORE

19

38

0-10

17

34

11-15

12

16-25

16

TOTAL

50

100

CHART NO: 4.9 (b) To show the analysis on how many people willing
to spent for home treatment.

HOME TREATMENT
40
35
30
25
20
15
10
5
0
NO MORE

SOURCE: SURVEY DATA

0-12

13-18

19-25

INTERPRETATION
In this above diagram it shows the different kinds interest or willingness of the
customer on home treatment. Thus, 38 percent group of people comes under the
category of no more interest, 34 percent are under the group of 0-12, 12 percent
group of people comes under the category of 13-18 and remaining 20 percent under
the group of 19-25.

TABLE NO: 4.10 (a) To show the respondents on the base of


consideration of salon for various occasions
OCCASION

RESPONDENTS

PERCENTAGE

BACHELOR GIRLS/MEN

16

32

DAY OF WEDDDING

30

60

OTHERS

TOTAL

50

100

CHART NO: 4.10 (b) To show the analysis of the respondents on the
base of consideration of salon for various occasions

OCCASIONS

60
50
40
30
20
10
0
BACHELORPARTY GIRLS/MEN

DAY OF WEDDING

OTHERS

SOURCE: SURVEY DATA

INTERPRETATION
In this above diagram it shows the different kinds of occasions. Thus, 32
percent group of people choose the hair salon for the purpose of bachelor
party girls/men, 60 percent says day of wedding and remaining 8 percent for
other occasions.

TABLE NO: 4.11(a)To Show the analysis of overall satisfaction level


of the customer with the bliss hair salon.
LEVEL OF SATISFACTION

RESPONDENTS

PERCENTAGE

VERY UNSATISFIED
UNSATISFIED

6
7

12
14

VERY SATISFIED

15

30

EXTREMELY SATISFIED

22

44

TOTAL

50

100

CHART NO: 4.11(b) To show the analysis of overall satisfaction level


of the customer with the bliss hair salon

LEVEL OF SATISFACTION
EXTREMELY SATISFIED
VERY SATISFIED
UNSATISFIED
VERY UNSATISFIED
0

10

15

20

25

30

35

40

45

SOURCE: SURVEY DATA


INTERPRETATION
This above table shows us the clear responds of the satisfactory level of bliss
professional hair salon, the above responds say that 44 percent are
extremely satisfied with quality of service and 30 percent say that they are
very satisfied with the product and around 12 percent are very unsatisfied
with the connection and remaining 14 percent are unsatisfied with the
company.

TABLE NO: 4.13 (a) To show the analysis on the base provided
unique feature of bliss professional hair salon
RATING

RESPONDENTS

PERCENTAGE

ATMOSPHERE

16

32

CLEANLINESS

14

28

PROFESSIONAL

10

20

COURTEOUS

10

20

TOTAL

50

100

CHART NO: 4.13(b) To show the analysis on the base provided


unique feature of bliss professional hair salon

RATING
COURTEOUS

PROFESSIONAL

CLEANLINESS

ATMOSPHERE
0

10

15

20

25

30

35

SOURCE: SURVEY DATA


INTERPRETATION
This above table shows us the clear responds of the satisfactory level of bliss
professional hair salon. The above responds rated that 32 percent of people
like atmosphere, 28 percent of people like the cleanliness, 20 percent of
people like the professional excellence and remaining 20 percent like the
courteous of the bliss.

TABLE NO:4.14 (a)To show the analysis of the respondents according


to the like of customer whether they recommend the bliss hair salon
to other or not
RATING

RESPONDENTS

PERCENTAGE

DEFINITELY

38

76

MIGHT NOT

14

DEFINITELY NOT

N/A

TOTAL

50

100

CHART NO: 4.14 (b) To show the analysis of the respondents


according to the like of customer whether they recommend the bliss
hair salon to other or not

RECOMMEND
80
70
60
50
40
30
20
10
0
DEFINITELY

MIGHT NOT

DEFINITELY NOT

N/A

SOURCE: SURVEY DATA


INTERPRETATION

This above table shows us the level of like whether they recommend the bliss
professional hair salon to other or not the above responds rated that 76
percent of people definitely, 14 percent
of people might not recommend, only 2 percent people says definitely not
and remaining 8 percent says none of the above.

TABLE NO: 4.15 (a)To show the analysis of the respondents


according to the opinion about whether they visit another hair salon
purely for a hair up
OPINION

RESPONDENTS

PERCENTAGE

YES

17

34

NO

18

36

POSSIBLY

15

30

TOTAL

50

100

CHART NO: 4.15 (b)To show the analysis of the respondents


according to the opinion about whether they visit another salon
purely for a hair up

OPINION
POSSIBLY

NO

YES
27

28

29

SOURCE: SURVEY DATA


INTERPRETATION

30

31

32

33

34

35

36

This above table shows us the level of like whether they would like to visit
another hair salon in Mangalore as per above responds rated that 34 percent
of people like to visit, 36 percent of people might not visit other salon,
remaining 30 percent people says possibly.

TABLE NO: 4.16 (a)To show the analysis of the respondents


according to the price is the main factor for choosing a hair salon
OPINION

RESPONDENTS

PERCENTAGE

YES

36

72

NO

14

28

TOTAL

50

100

CHART NO: 4.16 (b)To show the analysis of the respondents


according to the price is the main factor for choosing a hair salon

PRICE

SOURCE: SURVEY DATA


INTERPRETATION

This above table shows us the opinion of respondent whether price is the
main factor for choosing the salon. As per above responds rated that 72
percent of people say yes price is the main factor and remaining 28 percent
say no.

TABLE NO: 4.17(a)To show the analysis of the respondents according


to spend on average in a typical visit to the hair salon

COST (Rs)

RESPONDNETS

PERCENTAGE

LESS THAN 100

16

100-500

10

20

500-3000

22

44

3000 AND ABOVE

10

20

TOTAL

50

100

CHART NO: 4.17(b)To show the analysis of the respondents


according to spend on average in a typical visit to the hair salon

COST
50
40
30
44

20
10
0

16

20

LESS THAN 100

100-500

20
500-3000

3000 AND ABOVE

SOURCE: SURVEY DATA


INTERPRETATION

In this above diagram it shows the average expense in a typical visit. Thus
16 percent group of people comes under the less than Rs.100, 20 percent
are under the group of Rs.100-500, 44 percent people of come under the
category of Rs.500-3000 and remaining 20 percent under Rs.3000 and
above.

TABLE NO: 4.18 (a)To show the analysis of the respondents


preference towards the bliss salon
PREFERENCE

REDPONDENTS

PERCENTAGE

LOYAL

16

32

CARD DISOUNTS

12

24

ADVERTISING

16

WORDS OF MOUTH

14

28

TOTAL

50

100

CHART NO: 4.18 (b) To show the analysis of the respondents


preference towards the bliss salon

PREFERENCE
35
30
25
20
15
10
5
0
LOYAL

CARD DISCOUNTS ADVERTISING WORDS OF MOUTH

SOURCE: SURVEY DATA

INTERPRETATION
This above table shows us the opinion of respondent. 32 percent says loyal
promote the business, 28 percent says words of mouth, 16 percent say
advertising and remaining people says card discounts about 24 percent.

TABLE NO: 4.19 (a) To show the analysis of the respondents


according to the advertising method.
ADVERTISING METHOD

RESPONDENTS

PERCENTAGE

TV/RADIO

12

NEWS PAPER/MAGAZINE

14

28

INTERNET

10

20

OUTDOOR/BILL BOARD

20

30

TOTAL

50

100

CHART N0: 4.19(b) To show the analysis of the respondents


according to the advertising method

ADVERTISING METHOD
40
35
30
25

40

20

28

15
10

20
12

5
0

TV/RADIO NEWS PAPER/MAGAZINE INTERNET

OUTDOOR/BILL BOARD

SOURCE: SURVEY DATA


INTERPRETATION

This above table shows us the opinion of respondent. 12 percent says


TV/Radio, 28 percent says newspaper, 20 percent of respondents says
internet/other social media and the remaining 40 percent says outdoor/bill
board.

TABLE NO: 4.20 (a)To show the analysis of the respondents


according to the decision regarding the let customer sent their
children to have hair salon service
RESPONDS

RESPONDENTS

PERCENTAGE

YES

20

40

NO

30

60

TOTAL

50

100

CHART NO: 4.20(b)To show the analysis of the respondents


according to the decision regarding the let customer sent their
children to have hair salon service

OPINION

SOURCE: SURVEY DATA


INTERPRETATION

This above table shows us the opinion of respondent which 40 percent says
they are ready to allow their children to have hair salon service and
remaining 60 percent are not ready to sent their children to have hair salon
service

CHAPTER 5
FINDINGS, SUGGESTION
AND CONCLUSION

FINDINGS
Every research project is carried out with certain objectives and views. These
objects may be theoretical as well as practical the knowledge acquired in the
field study of various facts cannot be kept for myself. In the form of writing
the findings should be expressed.

As per the survey 44 percent are male users of bliss salon whereas 56
percent are the female users.

The data shows 74 percent of customer are from Mangalore are, 18


percent of the customer are from Kerala and remaining 8 percent are

from other places.


The opinion of the respondent 50 percent people prefer location of
hours of operation, 36 percent of people says improve in the wait time

available service and remaining 14 percent says other attributes.


As per the survey 40 percent says they are ready to allow their children
to have hair salon service and remaining 60 percent are not ready to

allow their children to have hair salon service.


The opinion of respondent 32 percent says loyal promote the business,
28 percent says words of mouth, 16 percent say advertising and

remaining people says card discounts about 24 percent.


16 percent of respondents average expense comes under the category
of less than Rs.100, 20 percent are under the category of Rs.100-

500,44 percent of people comes under the category of Rs.500-3000

and remaining 20 percent under 3000 and above.


72 percent of the respondents believe that price is the main factor and

remaining 28 percent says no.


34 percent of people like to visit other salons for purely hair up and 36
percent of people may not visit other salon, remaining 30 percent

people says they like to visit only for hair up.


Out of the 50 respondents 38 have said that they definitely
recommend bliss salon and 7 respondnets have said they may

recommend, remaining 5 respondents kept neutral to their response,


Most of the respondents are attracted towards bliss for the outdoor and
bill board i.e, 40% and quite a few respondents attracted to
advertisement on newspaper (14%) and remaining respondents have
opted for internet and radio i.e, 10% and 06% respectively.

SUGGESTIONS
From the data collected from the respondents,
the analyses has been done base on the awareness of the

respondents. Here, are some of the suggestions that are been point up
after going through the information from the respondents. The
suggestion will help the manager of bliss salon in understanding the
perception of respondents with regard to service rendered by bliss. The
suggestion are given below:
The targeted customers of bliss salon have suggested that they
want to have more professionals should be maintained so that it
would help to attract more customers.
Most of the people resist allow their children to have hair salon
service because the middle income cannot afford the expense so
that specially for children the cost should be reduced.
The new customer cannot identify the location of the salon so
have to improve the advertisement board such as neon lighting.
Timing should be increased for those who are working in office

kind of customer.
Company should not focus only on social media and internet
type of advertisement but also improve in the outdoor

advertisement.
Improve the appointment kind of facilities for the customers.
Basically the city like Mangalore if a hair salon want to retain in
the market the staffs of the salon should be humble to the
customer.
Improve the waiting room.
Improve the parking service which is provided by the salon.

CONCLUSION
After conducting this research I can say that customer satisfaction of Bliss
salon in Mangalore will increase in future as per my study currently 74% of
the respondents are satisfied with the services of Bliss salon, but 26% of
respondents are not happy. May be in future it may attract more customers
because of its quality and expertise service and wide range of variety of
services. Within next five years am sure that 100% of the people will go for
Bliss for various services. As the fashion trend is increasing people are more
attracted towards the new style and fashion. People get attracted towards
the new trend of fashion quickly and also to the wide range of collections of
the latest fashion coming into the market. People prefer Bliss because of
ambience and quality services rendered towards the customers.

BIBLIOGRAPHY

BIBLIOGRAPHY

Analysis of customer Satisfaction Data, Ashok K Singh,


Technimetrics, Vol.43, No.4, 493-494, Nov 2001.

Customer satisfaction lip service or management tool Authors:


Broetzmann, Scott m; Kemo, John; Rossano, Mathieu; Marwaha,

Jay Volume 5, Number 2, 1995, pp.13-18(6)


Customer satisfaction and loyalty: start with the product,
culminate with the brand Eduardo Torres-Moraga, Arturo Z.

Vasquez-Parraga, Jorge Zamora-Gonzallez, (2008)


Service Quality vs Price: The Moderating Role of Customer
Loyalty McMullan,Rosalind Volume 4, Number 3, December 2005,
pp.425-444(20)

Website
http://www.ingentaconnect.com
http://www.wikipedia.org/wiki/Main_Page
http://www.books.google.com

ANNEXURE

ANNEXURE
Beauty Salon Questionnaire(Survey)
Dear Reader,
I am Mohammed Farman pursuing my bachelor degree in business
management of St Aloysius College Mangalore (autonomous). I am
doing research as a part of my partial fulfillment of the degree. My area
of research is service marketing and the title of my project is a study
on customer satisfaction and advertisement in bliss unisex professional
hair salon Mangalore. I request you to kindly give your feedback and
valuable suggestion for undertaking the research.
Thank You for your time and consideration.
College Student
Please check one:
1) Name:
Female
2) Age: below 18

18-28

28-45

Gender: Male
45 above

Place:
3) Which salon do you use frequently in the Mangalore area?
Bliss
Other
4) What influenced your decision to use this salon?

5) How often do you go?


Ocassionally
Every 3 months
Monthly
Weekly
6) What services do you purchase?
Hair cut/style makeup
Pedicure/manicure
Massage facial
Other
7) What is the most important factor to ypu when deciding upon
your Hairdresser/beauty salon?
8) Are there any attributes that you wish could be improved at this
salon?
Location hours of operation

Wait time available services

Other
9) What services would you allow a licensed technician to perform
in you home?
Hair cut/style makeup
Pedicure/Manicure
Massage Facial
10)
How much more would you be willing to spend for at
home treatments?
No More
0-10%
11-15%
16-25%
11)
Would you consider a solon for any of the following
occasions?
Bachelor party girls/men
Day of Wedding
Other
12)
Overall, how satisfied are you with bliss professional
salon?
Very unsatisfied

Unsatisfied

Very satisfiesd

Extremely satisfied
13)
Compared to other similar salon on the market, the value
for service and cost of this salon is:
Excellent
Good
Average
Poor
14)
How would you rate this salon rate(1-5)?
Atmosphere
Cleanliness
Professional
Courteous
15)
Would you recommend this salon to other friends and
relatives?
Definitely
Might Not
Definitely Not
N/A
16)
Would you visit another hair salon purely for a hair up?
Yes
No
Possibly
17)
Is price the main factor in choosing a hair salon?
Yes
No
18)
How much do you spend on average in a typical visit to
the hair salon of your choice?
Less than 100
100-500

500-3000

3000 and above

19)

In what ways does our salon promote its business? (Please

choose as many as you like from the list below)


Loyalty
Card Discounts
Advertising

Word of

mouth
20)
Where have you seen o heard of hair salon advertising in
the last 6 months? (Please select as many answers as you wish
from the below list)
TV/Radio
Newspaper and Magazine

Internet and Social

Media Outdooor/Billboard
21)
Are there any children in your household?
Yes
No
22)
Would you let your children have hair salon services?
Yes
No
23)
What would influence your decision in allowing your child
to visit a hair salon?
Yes
No
If answered No please provide further details
24)
What recommendations would you offer for improving
salon?

Thank you for your feedback.