Chapter 1

INTRODUCTION
Introduction

Customer satisfaction is the best indicator of how likely a customer will make a purchase in the
future. Asking customers to rate their satisfaction on a scale of 1-10 is a good way to see if they
will become repeat customers or even advocates.

Any customers that give you a rating of 7 and above, can be considered satisfied, and you can
safely expect them to come back and make repeat purchases. Customers who give you a rating of
9 or 10 are your potential customer advocates who you can leverage to become evangelists for
your company.

Scores of 6 and below are warning signs that a customer is unhappy and at risk of leaving. These
customers need to be put on a customer watch list and followed up so you can determine why
their satisfaction is low.

This project report entitled A Study on customer satisfaction in domestic Sales with reference
to is intended to determine the customer satisfaction, products awareness, fluctuation of demand
and needs and wants of the customers.

Primarily the well defined objectives are framed according to the study. Then questionnaire is
prepared based on the defined objectives. The prepared questionnaire is used to get by way of
personal interview from the customers.

The response given by the customers are analyzed and interpret using different types of statistical
tools such as percentage analysis, chi-square method.

From the analysis some general findings are araised and that are more related with the
framed objectives for this study. According to the findings the suggestion are given and the
conclusions are also based on the findings which will be more helpful for the organizations.
Organizations are increasingly interested in retaining existing customers while targeting non-
customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
 Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and product/service to product/service.
The state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
which the customer can compare the organization's products.

Since satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry, Brodeur between 1990 and 1998[3] defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten
domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness,
Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service
Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement
of customer satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance.
This provides the measurer with a satisfaction "gap" which is objective and quantitative in
nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of
combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures
(perception and expectation of performance) into a single measurement of performance according
to expectation. According to Garbrand, customer satisfaction equals perception of performance
divided by expectation of performance.
Problem Statement

Textile industry is among the most essential consumer goods industry and is accused of being the
most polluting industry. Not only production but consumption of textiles also produces waste.
The average lifetime of a product is three years. Most textile waste comes from during yarns and
fabric manufacturing, apparel-making processes and the disposal of garments. The requirement of
landfill space is reduced. Textiles lead to many problems in landfill. Synthetic fibers don't
decompose. Woolen garments do decompose but produce methane, which contributes to global
warming. Textile recycling is for both, environmental and economic benefits. It avoids many
polluting and energy intensive processes that are used to make textiles from fresh materials. As
per the Council for Textile Recycling, textile recycling industry prevents 2.5 billion pounds of
post consumer textile product waste from going into the solid waste stream annually. Textiles
made from organic cottons and silks, polyesters made from recycled plastic bottles or new fabrics
made from waste left over from industry and agriculture need to be adopted.
NEED FOR THE STUDY

SRI LAKSHMI SARASWATHI TEXTITLES (ARNI) LIMITED (SLST) is one of the leading
textile industries in India. It occupies a predominant role in textile industry.

SRI LAKSHMI SARASWATHI TEXTITLES (ARNI) LIMITED (SLST) have a strong role in
domestic sales. But still the company wants a change in the domestic sales department.
According to the current trend of the market. For that the study helps to accomplish the present
market situation, and also to know and increase the level of customer satisfaction.

The study also helps to show the company where they are standing in the market, and also
suggest ideas to improve their domestic sales by providing the products according to the
customers needs and wants

Customer satisfaction is important because it provides marketers and business owners with a
metric that they can use to manage and improve their businesses.

In a competitive marketplace where businesses compete for customers; customer satisfaction is

seen as a key differentiator.
 OBJECTIVES OF THE STUDY

To find out the customer satisfaction in SRI LAKSHMI SARASWATHI TEXTITLES

(ARNI) LIMITED (SLST).

domestic sales of products.

To find out the domestic sales of products awareness among society.

To find out the reason for fluctuation in the demand.

To know the needs and wants of the customers.

Suggestions for improving domestic sales of products in SRI LAKSHMI SARASWATHI

TEXTITLES (ARNI) LIMITED (SLST).
 LIMITATION OF THE STUDY

The project study is based on the customer satisfaction in SRI LAKSHMI SARASWATHI
TEXTITLES (ARNI) LIMITED (SLST) domestic products. Through that the company can
know the ups and downs in the sales trends of the present market condition

Through that the study helps to satisfy the customer expected things.
 SCOPE OF THE STUDY

Due to shortage of time we did not meet more number of customers.

Analysis made is only based on the number of respondents.

Some of the people are not willing to filling the questionnaire.

Population size is infinite, but I was collected data only from 100 customers.
INDUSTRY PROFILE
 INDUSTRIAL PROFILE
HISTORICAL SKETCH OF SRI LAKSHMI SARSWATHI TEXTILE
[ARNI]LTD.,

It is an also sole proprietorship concern. It is engaged in the manufacturing of yarn. They

are purchasing cotton from Russia, Germany, Italy. In India they are purchasing yarn from
Hyderabad and Surat. Polyester is purchase only from Reliance polyesters in Surat

Year of Established : 1966

Activity : Producing yarn and Exporting

Proprietor : Mr. B.Rajagopal

Factory Location : Raghunathapuram ,

Arni Taluk,
Thiruvanamalai Distric,
Tamil Nadu.

Registered office Location : 16,Krishnama road ,

Nungambakkam,
Chennai-600 034.

INDUSTRY:
 The Sri Lakshmi Saraswathi Textiles has three departments in the organization,
1 Production
2 Labours
3 Administration
Sri Lakshmi Saraswathi Textiles Raw material-Cotton, Polyester,

Local Import
Tamil Nadu West Africa
Karnataka Egypt
Andhra
M.P
Punjab
Maharastra

Type Yarn Production

1. Natural fibers - Cotton and Jute
2. Animal fibers - Silk and wools
3. Manual fibers - Polyester and Nylon

Cotton Length moisture strength uniformity and longation as follows

Measurement Count Number Cloth

20-25 10-20 Jeans
25-30 20-50 T-Shirt
30-32 50-80 Shirts
32-40 80-120 Sarees

Polyester:
Sri Lakshmi Saraswathi Textile are produced a Pew yarn is 52% polyester and 48%
Cotton.

The Shift system in Sri Lakshmi Saraswathi textiles as like

1. Shift I - 7 am to 3.30 pm
2. Shift II - 3.30 pm to 12pm
3. Shift III - 12 am to 7 am
General Shift - Shift I (Maintenance)

Sri Lakshmi Saraswathi Textiles has three production units.

1 .Unit - A
2. Unit - II
3. O.E. Dept (Open & End Dept.)

1 Unit - A
The Unit is a to produce for yarn is a twice for single yarn.
2) Unit - B
The Unit is a to produce for yarn is a twice for single yarn
3) O.E. Dept
O.E. Department means Open & End department. The Work of this department is
to produce yarn only at low counts. Low count cotton is 10% cotton and 90% Wastage.
INDIAN TEXTILE INDUSTRY

The Indian textile industry is one of the largest in the world with a massive raw material
and textiles manufacturing base. Our economy is largely dependent on the textile manufacturing
and trade in addition to other major industries. About 27% of the foreign exchange earnings are
on account of export of textiles and clothing alone. The textiles and clothing sector contributes
about 14% to the industrial production and 3% to the gross domestic product of the country.
Around 8% of the total excise revenue collection is contributed by the textile industry. So much
so, the textile industry accounts for as large as 21% of the total employment generated in the
economy. Around 35 million people are directly employed in the textile manufacturing activities.
Indirect employment including the manpower engaged in agricultural based raw-material
production like cotton and related trade and handling could be stated to be around another 60
million.

A textile is the largest single industry in India (and amongst the biggest in the world),
accounting for about 20% of the total industrial production. It provides direct employment to
around 20 million people. Textile and clothing exports account for one-third of the total value of
exports from the country. There are 1,227 textile mills with a spinning capacity of about 29
million spindles. While yarn is mostly produced in the mills, fabrics are produced in the power
loom and handloom sectors as well. The Indian textile industry continues to be predominantly
based on cotton, with about 65% of raw materials consumed being cotton. The yearly output of
cotton cloth was about 12.8 billion m (about 42 billion ft). The manufacture of jute products (1.1
million metric tons) ranks next in importance to cotton weaving. Textile is one of Indias oldest
industries and has a formidable presence in the national economy inasmuch as it contributes to
about 14 per cent of manufacturing value-addition, accounts for around one-third of our gross
export earnings and provides gainful employment to millions of people. They include cotton and
jute growers, artisans and weavers who are engaged in the organized as well as decentralized and
household sectors spread across the entire country.
1.2 ROLE OF INDIAN TEXTILE INDUSTRY IN THE ECONOMY

Textile industry plays a significant role in the economy. The Indian textile industry is
one of the largest and most important sectors in the economy in terms of output, foreign
exchange earnings and employment in India. It contributes 20 per cent of industrial production,
9 per cent of excise collections, 18 per cent of employment in industrial sector, nearly 20 per
cent to the countrys total export earnings and 4 per cent ton the GDP. The sector employs
nearly 35 million people and is the second highest employer in the country. The textile sector
also has a direct link with the rural economy and performance of major fiber crops and crSri
Lakshmi Saraswathi Textiles s such as cotton, wool, silk, handicrSri Lakshmi Saraswathi
Textiles s and handlooms, which employ millions of farmers and crSri Lakshmi Saraswathi
Textiles s persons in rural and semi-urban areas. It has been estimated that one out of every six
households in the country depends directly or indirectly on this sector.

India has several advantages in the textile sector, including abundant availability of raw
material and labor. It is the second largest player in the world cotton trade. It has the largest
cotton acreage, of about nine million hectares and is the third largest producer of cotton fiber
in the world. It ranks fourth in terms of staple fiber production and fourth in polyester yarn
production. The textile industry is also labor intensive, thus India has an advantage.

PROFILE OF ORGANIZATION

HISTORY OF MILL

Anglo French textiles limited were founded in 1898. Then called as rodier mill. In 1951
the name was changed from rodier mill to Anglo French textile (SRI LAKSHMI SARASWATHI
TEXTILES ) limited and during the year the mill was equipped with spinning capacity of 44256
spindles and processing with 1000 looms. Sri Lakshmi Saraswathi Textiles er this incorporation,
best and company private limited managed the mill as managing agents.

The rodier mill had run into difficulties prior the defecate transfer of the French rule in
Pondicherry to the Indian union. The mills in Pondicherry exported all the products to French
overseas territories through the market dried up in 1955 due to the transfer of pondicherry
territory to the Indian union government. However the position improved by 1958 with the
establishment of the marketing network in India and the mill was modernized in to some extend.

In 1963, the management changed hands and the late Sri Ramachari a senior industrialist
in the textile field, took over the reins of the mill and the mill made very considerable
improvement, in as 75 % of its product were exported. In 1964, the mill expanded and a new
mill was commissioned with 687 automatic looms. In 1975 a spinning unit canvas mill with
13500 spindles was starts at Ayyankutti Pallayam. In 1981 Jatia & Somani group from Bombay
took over the mill. Due to mismanagement and lab our problems, the mills financial position
declined considerably and it was closed down on 4 th July 1983. The manager then fled to
Bombay and for 6 months the employees didnt get their wages. Sri Lakshmi Saraswathi Textiles
er two and a half years the mill was taken over by the government of pondicherry under 2988
textile act and the mill was placed under pondicherry Textile Corporation limited. The security
department looked Sri Lakshmi Saraswathi Textiles er the mills from 1984 to 1986.

The cleaning of the mills machinerys was taken up from 8.12.1985 and the canvas mill
(now calledcount) was restarted from 27.3.1986 and a and b units (old and new mill) were
started on 10.7.1986. Sri Lakshmi Saraswathi Textiles er the take over the mil by the
government, new machinerys were commissioned shuttle less looms with a width 230 were
imported from USSR and installed in c unit. In the processing department also, new
machineries were added for and increased capacity. The spinning and weaving department were
expanded too.

The mill under pondicherry Textile Corporation limited launched many valuable welfare
schemes. The mill at present has a tailoring unit at the industrial estate were employees
childrens are given training. The mill has 3 shifts, all seven days a week and has 5750 workers,
692 staff members which include clerks, supervisors and officers.
COMPANY PROFILE
COMPANY PROFILE

SRI LAKSHMI SARASWATHI TEXTITLES (ARNI) LIMITED (SLST). A listed

Company, was promoted by late Sir B.Rajagopal, Naidu and his son Sri R.Srihari. SLST set up
its first spinning unit at Raghunathapuram in Arni Taluk in Thiruvanamalai District in Tamil
Nadu. Commercial production was commenced in the Arni unit in 1966-67 with 11,592
spindles SLST was continuously expanding. Its installed capacity and moderning its units over
the years. The present installed capacity is of 50,592 spindles and 336 rotors.

SLST exports about 65% of its production and it is a recognized Export House for more than
6 years. SLST exports to various countries like Belgium, Italy, Switzerland, Spain, Portugal,
U.S.A., Korea, Israel, and Bangladesh. Its product mix consists of all varieties of combed and
carded ring spun cotton yarn, OE carded cotton yarn and polyester and cotton blended yarn. Its
prime counts are combed cotton yarn of 94s, 82s, 80s, 74s, 40s,56s,60s, and 10s, OE carded
cotton yarn and polyester and cotton blended yarn of 24s, 30s ,40s, 2/30s and 2/60s.

MODERNISATION:

SLST is consistently modernizing its spinning unit. During 2002-03, SLST took up a
modernization scheme at a estimated cost of Rs.450 lakhs under Technology upgradation Fund
Scheme (tufs). This proposal envisaged addition of 3 Nos.schlafhorst Autoconers, 2 Nos.
Rieter Autoleveller draw frames, 1 No. Rieter Combers, 9 Nos. TFO machines and 1 no. yarn
conditioning plant. Since this scheme was completed in 2003-04 full benefit of this
modernization is realized from that year onward.

The company has implemented ISO 9001:2000 Quality Management System and has
been accredited as ISO 9001:2000 company by BVQL, UK.

Installed Additional Autoconers 3 Numbers for a 100% Autoconed facility and Vetal Scan
in Bunit.
 As a part of cost minimization the company has started VRS and a part is partially
completed and for remaining it is under progress. We also has a joint Venture with M/S MMS
Steel and power P Ltd for Gas Turbine Unit at Narimanam, Nagapattinam District for
purchasing Electrical Power at reduced cost

For Harnessing Non Conventional Energy, the has installed one Wind Mills 1.25 MW at
Tirunelveli District.

As a part of developing New Products, it has developed industrial yarn of High RKM
and PIMA variety caters to value addition.

REVIEW OF LITERATURES

INTRODUCTION TO 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 perspectives 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.

MEASURING CUSTOMER SATISFACTION

Organizations are increasingly interested in retaining existing customers while targeting

non-customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and product/service to product/service.
The state of satisfaction depends on a number of both psychological and physical variables
which correlate with satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have and other products
against which the customer can compare the organization's products.

Since satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry, Brodeur between 1990 and 1998[3] defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten
domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness,
Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service
Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the
measurement of customer satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of performance. This provides the
measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by
Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap"
described by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance according to expectation.
According to Garbrand, customer satisfaction equals perception of performance divided by
expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements using a
Liker Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of the performance of the organization being measured.

CUSTOMER SATISFACTION IS KEY BY MARTIN STOLEMAN

As a consultant for people who are considering starting their own small business, I
naturally have many things to share with people. Clients come to me with a host of questions
about the process of starting a business and about the details of what to focus on above
everything else. Once we have talked through the logistics and the finances that are necessary in
starting a business, I quickly move into talking about the keys to running a successful business.
The first key that I always talk about is customer satisfaction.

Before I share with clients that customer satisfaction is my number one key to success, I make
them list in order of priority what they feel are the top ten keys to success in their future
business. This is important because it gets them thinking about their goals and about actually
having to perform for their business to be a success. Most of the time my clients rank customer
satisfaction somewhere in their list, but it is very rare that it makes the number one spot. They
are shocked when I reveal my list and they see customer satisfaction all the way on the top.

I feel strongly about customer satisfaction for many reasons. I guess the biggest reason is
that the whole purpose of a business is to invite customers and to meet a need that they have. If
business owners and potential business owners lose sight of the fact that they are in business for
the customer and not for the money, then they will never have a successful business. I find that
businesses are prosperous and long-lasting to the degree that they truly do make customer
satisfaction the center of all they do.

Customer satisfaction means a variety of things for the business owner, but the main
thing it means is that the needs of the customer are the bottom line and the driving force behind
all decisions that are made for the business. It means that gaining and keeping customers is
important enough to a business that they are willing to make changes if necessary based on what
customers want.

Customer satisfaction is the missing key in many struggling businesses. Give customers
what they want in a way they want and in a friendly matter and many more of our companies
would be doing better. Customer satisfaction is hard to achieve, yet with intention and care it can
be rewarding for everyone involved.

CONDUCTING AN EFFECTIVE CUSTOMER SATISFACTION PROGRAM BY

JOHN SLOVAK

Most customer interaction studies have a couple of core issues that we'd like to measure.
Among the top are: satisfaction, importance, and loyalty.

Satisfaction is how satisfied are your customers with respects to the various services and
attributes of your engagement with theirs:
A. over-all product/service satisfaction
B. pre-sales support
C. ongoing support and customer service
D. cancellation reasons and drop-outs
 Importance covers what is really important to your customers and what are not. For
example: if most of your customers think on-site support is not very important, having a high
satisfaction score on that will not significantly affect the bottom-line.

Loyalty is what do your customers think about you really and how they perceive your
services. With the high cost involved in the acquisition of new customers (about 10x) this usually
plays a critical role in the development of your business and services that you provide. For most
businesses, customer retention directly affects the profitability.

Businesses today realize that one of the keys to success in the competitive marketplace is
effective customer management. Companies see customer relationship as a strategic advantage
and have invested a lot of effort in making sure that Customer Relationship Management (CRM)
is high on the priority list. However, few companies have invested effort in terms of having a
continuous measurement strategy that can signal potential dips in real-time.

CONDUCTING CUSTOMER SATISFACTION RESEARCH BY LEIGH A.ZAYKOSKI

Understanding the needs of your customers is an important tool for identifying a starting
point for future improvement. Before spending a great deal of valuable time, money, and
resources on service improvement programs, you must understand how your customers rate your
current service and how you can improve this service in the future. Conducting customer
satisfaction research allows customers to communicate their current satisfaction levels,
establishes effective metrics with which to track future progress, and lays a foundation for
constructive discussions about the strong and weak points of your service plan.

When choosing a survey method, you must assess the resources available for surveying,
the type of information you are looking to obtain, and the type of customer you would like to
survey. A random customer survey measures overall customer satisfaction and can outline any
general service problems. When conducting a random customer survey, you will select a
percentage of your customers and contact them by telephone, e-mail, or in person. Sri Lakshmi
Saraswathi Textiles er contacting these customers, they are asked to rate the level of service
provided by your company. When conducting a random customer survey, it is important to
remember that the usual response rate ranges from forty to sixty percent. You will need to
remember this when choosing how many customers to contact initially. Conducting a random
survey is a good choice if you have never done customer satisfaction research before.

Conducting a company-wide attitude survey will allow you to evaluate how satisfied staff
members are with their jobs, how well the lines of communication within your company are
functioning, and whether or not your employees feel a sense of camaraderie on the job.
Conducting a lost account survey involves surveying customers who have closed their accounts
with your company. The interviews are conducted either by telephone or in person and let the
former customers know that you are attempting to fix your service problems. A target account
survey involves surveying a specific group of customers rather than a random sample. This type
of survey is particularly useful for improving service to a specific segment of your customer
base. Finally, a customer exit survey involves conducting interviews as customers exit a business
establishment. This is a useful tool because it catches the customer immediately following their
service experience. This provides more accurate and immediate feedback on the service
experiences of your customers.

The data collected from the survey can be a critical tool in determining service areas that
can be improved. It is important to analyze this data from two angles. First, what aspects of your
service plan are failing your customers? Second, how well are the service experience and sales
messages you put forth making it into customer consciousness? By carefully analyzing the data
and forming a solid action plan, you can not only eliminate ineffective aspects of your service,
but help ensure your service drives your sales message home.

RESEARCH METHODOLOGY

Research methodology is way to systematically solve the research problem. It is a plan of action
for a research project and explains in detail how data are collected and analyzed. Research
Methodology may be understood as a science of studying how research is done scientifically. It
can cover a wide range of studies from simple description and investigation to the construction
of sophisticated experiment.

A clear objective provides the basis of design of the project. Since the main objective of
this study is to identify the customers preference, expectation and perception. It was decided to
use descriptive research design include, surveys and fact-findings enquires of different kinds,
which found out to be the most suitable design in order to carry out the project.

4.1 MEANING OF RESEARCH

Research is an art of scientific investigation. The advanced learners dictionaries of

current English lay down the meaning of research as, a careful investigation (or) inquiry
especially through search for new facts in any branch of knowledge. Redmen and Mary
research as a systematic effort to gain knowledge.

4.2 RESEARCH DESIGN

A Research design is plan that specifies the objectives of the study, method to be adopted
in the collection of the data, tools in analysis of data and helpful to frame hypothesis. A
research design is the arrangement of condition for collection and analysis of data in a manner
that aims to combine relevance to research purpose with economy in procedure.

Research design is needed because it facilitates the smooth sailing of the various project
operations, thereby making the project as efficient as possible yielding maximal information with
minimal expenditure of effort time and money. Also it minimizes bias and maximizes the
reliability of the data collected.
4.3 DATA COLLECTION
The data collection pertaining to the study involves on the basis of primary data and
secondary data.

4.3.1 Primary data

The primary data have been collected form costumers by personal interview by selecting
consumers belonging to business, professional, private and government employee.

4.3.2 Secondary data

The secondary data is undertaken only among the domestic sales department with in the
organization.

4.4 SAMPLING PLAN

Sampling plan is to be decided about the sampling unit, sampling method, sampling size.

4.4.1 Sampling unit

The survey is conducted from the customers.

4.4.2 Sampling method.

In this study the samples were drawn using random sample method.
4.4.3 Sampling size
Sample studies were selected from the sampling unit. The estimated total sample size is 100 in
Pondicherry

4.5 AREA OF THE STUDY

Primary data were collected from Pondicherry at Sri Lakshmi Saraswathi Textiles and branch of
another shop.
4.6 STATISTICAL TOOLS
The following statistical techniques have been for the study
1. Percentage Analysis.
2. Chi-square Test
4.6.1 Percentage Method:

The percentage method was extensively used for findings various details. It is used for
making comparison between two or more series of data. It can be generally calculated.

Percentage of customers is given by = (Number of customers / total customers) * 100

4.6.2 Chi-square test

The chi-square test has been used to find the relationship between variables, as it is applicable
for cross-tabulated data
This test has been used to determine whether or not there is any association statistically, between
the variables in data collected.
The chi-square contingency table has been used, as it is appropriate for the hypothesis of
independence between two nominally scaled variables.

Chi square (2) = (Oij-Eij)2 / Eij

Where Oij= Observed frequency of the cell in ith roe and jth column
Eij= Expected frequency of the cell in ith row and jth column

CHAPTER 5

DATA ANALYSIS AND INTERPRETATION

 TABLE - 5.1

GENDER WISE RESPONDANTS DETAILS

NO OF
GENDER PERCENT
RESPONDENT

MALE 53 53

FEMALE 47 47

TOTAL 100 100

GENDER WISE RESPONDENTS DETAILS

100
80 MALE FEMALE TOTAL
60
40
20
0 53 47 100
NO OF RESPONDENT

INTERPRETATION

From this above table shows that 53% of the respondents are male and 47% of respondents are
female.
 TABLE - 5.2

AGE WISE RESPONDANTS DETAILS

NO OF
AGE PERCENT
RESPONDENT
20-30 13 13
30-40 36 36
40-50 35 35
above-50 16 16
Total 100 100

AGE WISE RESPONDENTS DETAILS

100
100
90
80
70
60 20-30 30-40 40-50 above -50 Total
50 36 35
40
30 13 16
20
10
0
NO OF RESPONDENT

INTERPRETATION:-
From the above table that 13%of respondents among the age group of 20-30, 36% of respondents
come under the group of 30-40, 35% of respondents come under the group of 40-50 and
remaining 16% of respondents are above 50.
 TABLE - 5.3OCCUPATION OF THE RESPONDENTS

NO
OCCUPATION PERCENT
OFRESPONDENT

Businessman 11 11

Government
30 30
employee

Private employee 36 36

Student 4 4

Professional 19 19

Total 100 100

OCCUPATION OF THE RESPONDENT

100
100
90
Businessman Government employee Private employee Student
80
70
60
50 36
40 30
Professional Total
30 19
11
20 4
10
0
NO OF RESPONDENT
INTERPRETATION

From the above table 30% are government employee, 36% Private employee and 19
%respondents are professional.
 TABLE 5.4

MONTHLY INCOME

NO OF
MONTHLY INCOME PERCENT
RESPONDENT

<5000 5 5

5000-10000 21 21

10000-15000 44 44

>15000 30 30

Total 100 100

MONTHLY INCOME
100
100
90
80
70
60<5000 5000-10000 10000-15000 >15000 Total
44
50
40 30
30
21
20 5
10
0
NO OF RESPONDENT
INTERPRETATION:-

From the above table the monthly income of 5000 10000 respondents come under 21%,
10000 15000 respondents come under 44%, > 15000 respondents come under 30%.
 TABLE - 5.5

HOW LONG YOU HAVE BEEN A CUSTOMER OF SRI LAKSHMI SARASWATHI

TEXTILES

OPINION NO OF RESPONDENT PERCENT

<1 Year 20 20
1-3 Year 18 18
3-5 Year 23 23
5-10 Year 24 24
>10 Year 15 15
Total 100 100

HOW LONG YOU HAVE BEEN A CUSTOMER OF AFT

100
100
90
80
70
<1 Year
60 1-3 Year 3-5 Year 5-10 Year >10 Year Total

50
40
23 24
30 20 18
15
20
10 1
0
INTERPRETATION:-
In the above table the customer of Sri Lakshmi Saraswathi Textiles product is 20% of
respondents are < 1 year, 23% of respondents are 3-5 years, and 24% of respondents are 5-10
years.

TABLE 5.6

HOW OFTEN YOURE PURCHASING THE CLOTH

NO OF
OPINION PERCENT
RESPONDENT

Once in 6 months 45 45

Once in 3 months 15 15

once in 1 months 1 1

once in a year 39 39

Total 100 100

INTERPRETATION:-

In the above table the respondent of purchasing the cloth once in 6 months is 45%, and the
respondents once in a year is 39%.
 OPINION NO OF RESPONDENT PERCENT
Excellent 26 26
Good 67 67
Fair 7 7
Total 100 100

TABLE - 5.7
OPINION OF THE LEVEL OF SATISFACTION REGARDS TO DURABILITY
OPINION OF THE LEVEL OF SATISEACTION GEGARDS TO DURABILITY

100
100
90
80
67
70
60 Exce lle nt Good Fair Total

50
40
26
30
20
7
10 1
0

INTERPRETATION:-

From the above table, 26% respondents are excellent, 67% respondents are good in the level of
sati factions regards to value.
TABLE 5.8
 THROUGH WHOM YOU CAME TO KNOW ABOUT THE SRI LAKSHMI
SARASWATHI TEXTILES PRODUCTS

OPINION NO OF RESPONDENT PERCENT

Friends & Relatives 90 90

Advertisement 9 9

Agent 1 1

Total 100 100

THROUGH WHOM YOU CAME TO KNOW ABOUT THE AFT PRODUCTS

100
100 90
90
80
70
Friends & Relatives Advertisement Agent Total
60
50
40
30
20 9
1 1
10
0

INTERPRETATION:-

From the above table, 90% respondents are belongs to Friends & Relatives, 9% respondent are
belongs to Advertisement.
 TABLE 5.9

REPRESENTING THE FACTOR ATTRACTED YOU TO BUY SRI LAKSHMI

SARASWATHI TEXTILES PRODUCTS

OPINION NO OF RESPONDENT PERCENT

Discounts 7 7

Quality 78 78

Trade mark 15 15

Total 100 100

REPRESENTING THE FACTOR ATTRACTED YOU TO BUY AFT PRODUCTS

100
90
80
70 Discounts Quality Trade mark Total
60
50
40
30
7
20 1
10
0
78 15 100

INTERPRETATION:-
From the above table78% respondents are belongs to Quality, 15% respondents are belongs to
Trade mark.
 TABLE 5.10

OPINION OF THE CUSTOMER ABOUT WHAT KIND OF FABRIC PURCHASING IN

SRI LAKSHMI SARASWATHI TEXTILES
OPINION NO OF RESPONDENT PERCENT

Pant & Shirt 15 15

Cotton cloth 23 23

Screen cloth 25 25

Bed spread 22 22

Towels 15 15

Total 100 100

OPINION OF THE CUSTOMER ABOUT WHAT KIND OF FABRIC PURCHASING IN AFT

100
100

80
Pant & Shirt Cotton cloth Screen cloth Bed spread Towels Total
60

40 23 25 22
15 15
20

0
NO OF RESPONDENT

INTERPRETATION:-

From the above table 23% respondents are belongs to cotton cloth, 25% respondents are belongs
to screen cloth, 22% respondents are belongs to Bed spread.
 TABLE 5.11

REPRESENTING THE REPURCHASE OF SRI LAKSHMI SARASWATHI TEXTILES

PRODUCTS

OPINION NO OF PERCENT
RESPONDENT

Every time 11 11

often 42 42

Occasionally 36 36

Rarely 11 11

Total 100 100

REPRESENTING THE REPURCHASE OF AFT PRODUCTS

100

100
80 Eve ry time ofte n Occasionally Rare ly Total
42 36
60
40 11 11
20
0
NO OF RESPONDENT

INTERPRETATION:-

From the above table 42% respondents are belongs to often, 36% respondents are
belongs to occasional
 TABLE 5.12

REPRESENTING THE QUALITY OF SRI LAKSHMI SARASWATHI TEXTILES

PRODUCTS

OPINION NO OF PERCENT
RESPONDENT
Excellent 26 26
Good 69 69
Fair 5 5
Total 100 100

REPRESENTING THE QUALITY OF AFT PRODUCTS

100
100
90
80 69
70
Exce lle nt Good Fair Total
60
50
40
30
20 5
1
10
0
26

INTERPRETATION:-

From the above table, 26% respondents are belongs to excellent, 69% respondents are belongs to
good, 5% respondents are belongs to fair.
 TABLE 5.13

REPRESENTING THE PRICE OF SRI LAKSHMI SARASWATHI TEXTILES

PRODUCTS

OPINION NO OF RESPONDENT PERCENT

Very high 15 15
High 40 40
Normal 33 33
Good 12 12
Total 100 100

REPRESENTING THE PRICE OF AFT PRODUCTS

100
90
80
70
Very high High Normal Good Total
60
50
40
30
15
20
10 1
0
40 33 12 100

INTERPRETATION:-

From the above table40% respondents are belongs to high, 33% respondents are belongs to
normal. 12% respondents are belongs to good.

TABLE 5.14
OPINION OF THE CUSTOMER ABOUT QUANTITY OF PURCHASE
 OPINION NO OF PERCENT
RESPONDENT

Bales 2 2

10 Meters 4 4

5 Meters 29 29

3 Meters 46 46

<3 Meters 19 19

Total 100 100

OPINION OF THE CUSTOMER ABOUT QUANTITY OF PURCHASE

100
90
80
70
60 46
50
40 29
30
20
4 1
10
0
2 19 100

INTERPRETATION:-

From the above table 29% respondents are belongs to 5 meters, 46% respondents are belongs to
3 meters, 19% respondents are belongs to <3 meters.

TABLE 5.15
 REPRESENTING THE COMMENTS OF THE QUALITY OF SRI LAKSHMI
SARASWATHI TEXTILES PRODUCTS

NO OF
OPINION PERCENT
RESPONDENT
Superior than competitor 60 60
Equal to competitor 40 40
Total 100 100

REPRESENTING THE COMMENTS OF THE QUALITY OF AFT PRODUCTS

100

90

80 60
70
Superior than competitor Equal to competitor Total
60 40
50

40

30

20

10

0
NO OF RESPONDENT
100
INTERPRETATION:-

From the above table, 60% respondents are belongs to superior to competitor, 40% respondents
are belongs to equal to competitor.

TABLE 5.16

REPRESENTING THE FEEL ABOUT SRI LAKSHMI SARASWATHI TEXTILES

FABRIC

NO OF
OPINION PERCENT
RESPONDENT
Light 37 37
Thick 10 10
Acceptable 53 53
Total 100 100
 REPRESENTING THE FEEL ABOUT AFT PRODUCTS
100

100
90
80
70 53
60
37
50
40
30 10
20
10
0
NO OF RESPONDENT

INTERPRETATION:-

From the above table, 37% respondents say light, 53% respondents says acceptable.

TABLE 5.17

OPINION OF THE CUSTOMER USING AT THE TIME OF WASH

NO OF
OPINION PERCENT
RESPONDENT
Yes 92 92
No 8 8
Total 100 100
 100

NO OF RESPONDENT
Yes 8 No Total

92

INTERPRETATION:-

From the above table, 92% respondents are belongs to yes, 8% respondents are belongs to no.

TABLE - 5.18

RECOMMEND THE SRI LAKSHMI SARASWATHI TEXTILES PRODUCT TO YOUR

FRIEND

NO OF
OPINION PERCENT
RESPONDENT

Excellent 11 11

very good 52 52

Good 35 35

Fair 2 2
 RECOMMEND THE AFT PRODUCT EO YOUR FRIEND

100
90
80
70
52
60
50 35
40
30
20
11
2
10
0
NO OF RESPONDENT 100

INTERPRETATION:-
From the above table 52% respondents are belongs to very good, 35% respondents are belongs to
good.

TABLE 5.19

OPINION OF THE CUSTOMER ABOUT FACTORS OF SRI LAKSHMI SARASWATHI

TEXTILES FABRIC

OPINION NO OF RESPONDENT PERCENT

Existing quality with low price 59 59
More quality with existing price 17 17
Existing quality on existing price 23 23
None of the above 1 1
Total 100 100
OPINION OF THE CUSTOMER ABOUT FACTORS OF Sri Lakshmi Saraswathi Textiles PRODUCTS

100 Existing quality with low price More quality with existing price
90

80

70 59
60 Existing quality on existing price None of the above

50

40
23
30
17
20 Total

10 1

0
100
NO OF RESPONDENT

INTERPRETATION:-

From the above table, 59% respondents are belongs to existing quality with low price, 23%
respondents are belongs to existing quality on existing price.

TABLE 5.20

OPINION OF THE CUSTOMER ABOUT THE ADVERTISEMENT OF SRI LAKSHMI

SARASWATHI TEXTILES FABRIC

OPINION NO OF RESPONDENT PERCENT

Highly Satisfied 2 2

Satisfied 44 44

Dissatisfied 48 48

Highly Dissatisfied 6 6

Total 100 100

 PERCENT
OPINION NO OF RESPONDENT

Extremely satisfied 24 24
Satisfied 73 73
Dissatisfied 1 1
Extremely dissatisfied 2 2
Total 100 100
INTERPRETATION:-

From the above table 44% respondents are belongs to satisfied, 48% respondents are belongs to
dissatisfied in the overall satisfaction of SRI LAKSHMI SARASWATHI TEXTILES fabric.

TABLE 5.21

OPINION OF THE CUSTOMER ABOUT THE OVERALL SATISFACTION OF SRI

LAKSHMI SARASWATHI TEXTILES FABRIC
OPINION OF THE CUSTOMER ABOUT THE OVERALL SATISFACTION OF AFT FABRIC

100
73
80
Extremely satisfied Satisfied Dissatisfied Extremely dissatisfied Total
60

40 24
20 1 2

0
NO OF RESPONDENT 100

INTERPRETATION:-

From the above table, 24% respondents are belongs to extremely satisfied, 73% respondents are
belongs to satisfied in the overall satisfaction of SRI LAKSHMI SARASWATHI TEXTILES
fabric.

TABLE 5.22

REPRESENTING THE LEVEL OF SATISFACTION IN REGARD TO CUSTOMER

SERVICE
OPINION NO OF RESPONDENT PERCENT

Good 46 46

Nice 31 31

Better 19 19

Fair 4 4

Total 100 100

 REPRESENTING THE LEVEL OF SATISFACTION IN REGARD TO CUSTOMER SERVICE

100
80 Good Nice Be tter Fair Total
60
40 4
20
0
46 31 19 100
NO OF RESPONDENT

INTERPRETATION:-

From the above table, 46% respondents are belongs to good, 31% respondents are belongs to
nice, 19% respondents are belongs to better.
TABLE - 5.23
OPINION OF THE REGULAR CUSTOMER ABOUT SRI LAKSHMI SARASWATHI
TEXTILES

OPINION NO OF RESPONDENT PERCENT

Quality is good 25 25
Price is fair 13 13
Durability 12 12
All the above 31 31
Total 81 81
Missing System 19 19
Total 100 100
 OPINION OF THE REGULAR CUSTOMER ABOUT AFT

100
90
Quality is good Price is fair Durability All the above Total
80
70
60
50
40
Missing Syste m Total
30
20
10
0
25 13 NO 12 31 81
OF RESPONDENT 19 100
INTERPRETATION:-

From the above table, 25% respondents are belongs to quality is good, 31% respondents are
belongs to all the above.
TABLE 5.24

OPINION OF NON REGULAR CUSTOMER ABOUT SRI LAKSHMI SARASWATHI

TEXTILES
 OPINION NO OF RESPONDENT PERCENT

High price 11 11

Lack of design 8 8

Total 19 19

Missing System 81 81

Total 100 100

OPINION OF NON REGULAR CUSTOMER ABOUT AFT

100
80 High price Lack of de sign Total Missing System Total
60
40
11 8
20
0 19 81 100
NO OF RESPONDENT

INTERPRETATION:-

From the above table, 11% respondents are belongs to high price, 8% respondents are belongs to
lack of design.
TABLE 5.25
 OPINION OF THE CUSTOMER ABOUT THE PREFERENCE OF FABRIC
PURCHASING IN SRI LAKSHMI SARASWATHI TEXTILES * REPRESENTING
THEIR FEEL ABOUT SRI LAKSHMI SARASWATHI TEXTILES FABRIC

REPRESENTING THE FEEL

ABOUT AFT FABRIC
Total
Accepta
Light Thick ble

OPINION OF THE Pant &

10 2 3 15
CUSTOMER ABOUT Shirt
WHAT KIND OF
Cotton
FABRIC 5 2 16 23
cloth
PURCHASING IN
AFT Screen
10 3 12 25
cloth

Bed spread 7 2 13 22

Towels 5 1 9 15

H0: opinion of the customer is independent of representing the feel about SRI LAKSHMI
SARASWATHI TEXTILES fabric

Chi-Square Tests

Asymp. Sig. (2-

Value df sided)
Pearson Chi-
10.465 8 .234
Square

INTERPRETATION:

From the above analysis, the chi-square value is 10.465, and asymptotic significant value is
above .05. Hence, there is no evidence to reject the null hypothesis. Thus we conclude that
opinion of the customer is independent of representing the feel about SRI LAKSHMI
SARASWATHI TEXTILES fabric.

TABLE 5.26
 REPRESENTING THE REPURCHASE OF SRI LAKSHMI SARASWATHI TEXTILES
PRODUCTS * REPRESENTING THE PRICE OF SRI LAKSHMI SARASWATHI
TEXTILES PRODUCTS

REPRESENTING THE PRICE OF SRI

LAKSHMI SARASWATHI TEXTILES Total
PRODUCTS
Very
High Normal Good
high
REPRESENTING Every time 1 2 7 1 11
THE often 5 20 14 3 42
REPURCHASE Occasionall
OF SRI 5 16 9 6 36
y
LAKSHMI
SARASWATHI
TEXTILES Rarely 4 2 3 2 11
PRODUCTS
Total 15 40 33 12 100

H0 : Repurchasing of SRI LAKSHMI SARASWATHI TEXTILES products is

independent price of SRI LAKSHMI SARASWATHI TEXTILES products.

Chi- Square Tests

Value df Asymp. Sig. (2-

sided)

Pearson Chi- 13.151 9 .156

Square

INTERPRETATION:

From the above analysis, the chi-square values 13.151 and asymptotic significant value is
above 0.05. Hence, there is no evidence to reject the null hypothesis. Thus we conclude that
repurchasing of SRI LAKSHMI SARASWATHI TEXTILES products is independent of price of
SRI LAKSHMI SARASWATHI TEXTILES products.
 FINDINGS, SUGGESTIONS & RECOMMENDATIONS

FINDINGS

For this study, the respondents are taken from all class of people.
Most of the respondents taken are female 47%, and male 53%.
73% of the customers are satisfied with the overall satisfaction of SRI LAKSHMI
SARASWATHI TEXTILES products.
The respondents have given high rating for quality followed by durability, price and
service for the A.F.T products.
Most of the public doesnt know about the products marketed by the SRI LAKSHMI
SARASWATHI TEXTILES .
81% of the respondents are regular customers.
Most of the customers were dont know whether the SRI LAKSHMI SARASWATHI
TEXTILES selling the domestic products in the market.
It is found that 90% of the respondents came to know about SRI LAKSHMI
SARASWATHI TEXTILES domestic products through friends & relatives and out door
advertisements. None of them had found SRI LAKSHMI SARASWATHI TEXTILES
through print media or audio visual media.
It is found that customers are highly satisfied with quality and durability and not
satisfied with the availability, designs and price of the SRI LAKSHMI SARASWATHI
TEXTILES products.
It is found that the customers of SRI LAKSHMI SARASWATHI TEXTILES products
are being a high salaried person.
Most of the customers feel that sales promotional activities of SRI LAKSHMI
SARASWATHI TEXTILES products are very low compared to others.
The company has a showroom situated in a place was not attractive enough to pull the
public.
 SUGGESTIONS & RECOMMENDATIONS

Most of the customers buy all the materials from SRI LAKSHMI SARASWATHI
TEXTILES . So, the quantity and availability of materials in the outlets can be increased.
The price of the products is high when compared to others. It can be reduced to increase
the customer base and also the varieties of the products can be increased.
Designs are highly expected and to be modernized for attractiveness.
Most of the customers are motivated only by friends & relatives and out door ads. So,
advertising in print media and audio visual media can be done.
The sales promotional activities of the company can be improved.
Creating the SRI LAKSHMI SARASWATHI TEXTILES domestic product awarness
among the public.
The sales can be improved by placing the outlets in densely populated area with good
infrastructure.
 CHAPTER 7

CONCLUSIONS

The study about the customer satisfaction will really have an impact towards identifying the
areas in which the management should be concentrated. From the overall study on the level of
customers satisfaction with respect to SRI LAKSHMI SARASWATHI TEXTILES , it is
understood that majority of the customers are expecting a reduction in price, increase in the
variety, designs and availability of the products. Most of the customers are satisfied with the
quality and durability of the product. To improve the sales, effective advertising should be used
and also the existing technology should be upgraded under which the SRI LAKSHMI
SARASWATHI TEXTILES works till now.
 ANNESTURE 1

STUDY OF CUSTOMER SATISFACTION IN DOMESTIC SALES IN SRI

LAKSHMI SARASWATHI TEXTILES PUDUCHERRY

1. Gender: (A)Male (B)Female

2. Age group:
(A)20-30 (B)30-40 (C)40-50 (D)50-above

3. Your occupation:
(A)Businessman (B)Govt. employee (C)Pvt. Employee (D)Student (E)Professional

4. Monthly income:
(A)<5000 (B)5000-10000 (C)10000-15000 (D)>15000

5. In total, how long you have been a customer of SRI LAKSHMI SARASWATHI TEXTILES ?
(A)<1 year (B)1-3years (C)3-5years (D)5-10years (E)>10years

6. Purchasing of SRI LAKSHMI SARASWATHI TEXTILES fabric products?

(A)Once in 6 months (B)Once in 3 months (C)Once in 1 months
(D)Once in a year

7. How would you rate your level of satisfaction with SRI LAKSHMI SARASWATHI
TEXTILES in regards to durability?
(A)Excellent (B)Good (C)Fair (D)Poor

8. Through whom you came to know about the SRI LAKSHMI SARASWATHI TEXTILES
products?
(A)Friends & Relatives (B)Advertisement (C)Agent

9. Which factor attracted you to buy SRI LAKSHMI SARASWATHI TEXTILES products?
(A)Credit sales (B)Discounts (C)Quality (D)Trade Mark

10. What kind of fabric you are purchasing in SRI LAKSHMI SARASWATHI TEXTILES ?
(A)Pant & shirt (B)Cotton cloth (C)Screen cloth (D)Bed spread
(E)Towels
11. How likely you are to repurchase the SRI LAKSHMI SARASWATHI TEXTILES products?
(A)Every time (B)Often (C)Occasionally (D)Rarely

12. How would you feel about the overall quality of SRI LAKSHMI SARASWATHI TEXTILES
products?
(A)Excellent (B)Good (C)Fair (D)Poor

13. How would you rate your level of satisfaction with SRI LAKSHMI SARASWATHI
TEXTILES in regards to price?

(A)Very High (B)High (C)Normal (D)Good (E)Low

14. Quantity of purchases of SRI LAKSHMI SARASWATHI TEXTILES products per visit?
(A)Bales (B)10 meters (C)5 meters (D)3 meters (E)<3 meters

15. Give me your comments on the quality of SRI LAKSHMI SARASWATHI TEXTILES
fabrics?
(A)Superior than competitor (B)Equal to competitor (C)Inferior to competitor

16. How do you feel at the time of using the SRI LAKSHMI SARASWATHI TEXTILES
products? It is
(A)Light (B)Thick (C)Acceptable

17. Is the SRI LAKSHMI SARASWATHI TEXTILES fabric are easy to wash?
(A)Yes (B)No

18. How do you recommend the SRI LAKSHMI SARASWATHI TEXTILES product to your
friend?
(A)Excellent (B)Very good (C)Good (D)Fair (E)Poor

19. Which factor do you expect more from SRI LAKSHMI SARASWATHI TEXTILES
products?
(A)Existing quality with low price
(B)More quality with existing price
(C)Existing quality on existing price
(D)None of the above

20. Are you satisfied with the effect of SRI LAKSHMI SARASWATHI TEXTILES product
advertisement through media?
(A)Highly Satisfied (B)Satisfied (C)Dissatisfied
(D)Highly dissatisfied
21. How will you rate your overall satisfaction with SRI LAKSHMI SARASWATHI TEXTILES
products?
(A)Extremely Satisfied (B)Satisfied (C)Dissatisfied (D)Extremely
dissatisfied

22. How would you rate your level of satisfaction with SRI LAKSHMI SARASWATHI
TEXTILES in regard to customer service?
(A)Good (B)Nice (C)Better (D)Fair (E)Poor

23. Are you a regular customer of SRI LAKSHMI SARASWATHI TEXTILES products?
(A)Yes (B) No
If yes please choose one of the reasons below
(A)Quality is good (B)Price is fair (C)Durability (D)All the above
If no why?
(A)High price (B)Quality is low (C)Lack of design (E)Durability is less?

24. Any suggestion: .

..
 ANNEXURE 2

BIBLIOGRAPHY

TEXT AND REFERENCE BOOKS:-

MARKETING MANAGEMENT PHILIP KOTLER

PRINCIPLES OF MANAGEMENT PHILIP KOTLER

WEBSITES:-

WWW.GOOGLE.COM

WWW.ANGLOFRENCHTEXTILES.COM