SUMMER PROJECT

ON

KANVA FASHIONS-2010

TOPIC: Customer Satisfaction Index on KANVA

Name: S.Satheesh

Reg no: 09MBAB45

Department: Bharathiar School of Management and Entrepreneur

Development(BSMED)

College: BHARATHIAR UNIVERSITY COIMBATORE.

 EXECUTIVE SUMMARY

This report is the outcome of the project entitled” A Study of Customers Satisfaction Index on KANVA

Customers “. This study includes the attributes & the various satisfaction levels that are ranked by customer

under wide measurement scale. The study includes the respondent’s feedback with respect to the corporate

values, perceived quality, their satisfaction level towards the corporate image & also to the extent of

customer complaints & recovery actions to it.

All the above attributes are been measured with the help of various analytical tools & cross

tabulation so as to better understand the minds of the Express service users. This study has helped

KANVA in focusing every other factor to make each & every customer loyal to the Brand moreover bring

in more & more new customers.

 CHAPTER 1

INTRODUCTION

1.2 COMPANY PROFILE:

Kanva developers:
We at Kanva Developers welcome you to be a part of this wonderful city…..

We are the reason why you should call Bangalore "HOME", why you should invest and enjoy the

Pleasures that life has to offer.

In 2003, the company was established as developers, to promote and co-ordinate the development of land

And construction of homes, buildings for residential, commercial, industrial, and other related purpose

with a view towards contributing effectively to the economic development of the country.

Our dedications are to develop quality, safe, affordable, enriched housing schemes that would change the

lives of individuals and families.

Kanva Developers has stunning and innovative development of quality homes for the stylish lifestyle,

taking architectural design in Bangalore to new heights.

Our exclusive residential developments are favored ideally in tranquil and peaceful surroundings yet
 within close-proximity to all amenities with the core aim in offering assurance of quality, safety, service,

affordable pricing and customer satisfaction to our valued clients.

COMPLETED PROJECTS- Kanva Nagar Phase I

Kanva Nagar Phase I (193 plots) was the first project aimed at the average man's budget, which is
located at Arishina Kunte near Nelamangala- Bangalore.

This layout was accurately planned with residential plots having dimensions of 30 X 50, 30 X 40
and 40 X 60. The special features of the locality are the reliable power supply, adequate water
source, complete sanitation and drainage.

We are proud to say that the entire layout was sold in a span of six months which was a milestone
that was achieved by the company.

The project was completed in September, 2004 and Kanva Developers boost the construction of 75
houses within the project.

COMPLETED PROJECTS- Kanva Public School

Kanva Public School located in a sylvan 4 acre locale near Nelamangala, 15 kms from
Peenya, B'lore, Kanva Public School is fully equipped with 36 class rooms constructed over
24,450 sq.ft. of built up area to conduct classes from nursery to the post-graduate grades.

COMPLETED PROJECTS- Sai Kanva Complex

Sai Kanva Complex which accommodates the head office of Kanva Group of
Companies, having their administration, marketing, sales and software divisions. The
complex began in early 2006 and boost of two floors, besides the ground which already
exists along with a shopping area.
ONGOING PROJECTS- Kanva Garden City Phase I

Kanva Garden City Phase I an array of residential plots nestled in a land measuring 24 acres
with fine roads, and all basic amenities like water connections, sewerage pipes and electricity.
Just 24 km from Bangalore City, 10 minutes drive from Tumkur main road and neighboring
the Golden Palms Resort. This layout was approved by the Bangalore Metropolitan Region
Development Authority-(BMRDA).

PROJECT HIGHLIGHTS :

Purity DC Converted lands

Approved by BMRDA ( NPA ) and have clear titles

Plats are available in sizes from 30 x 40, 30 x 50, 40 x 60,

40 x 80 - sq ft

Located just 10 minutes drive from HIMALAYA DRUG HOUSE ( Tumkur Road )

BMTC Buses available every 5 minutes, from Majestic,

K. R. Market, and Sivajinagar etc..

Adjacent to Hassan - Bangalore Railway Track

Easy accessibility to NH-4 and Doddaballapur

Easy access to School ( also International residential school ) Managed by KANVA

EDUCATIONAL TRUST

providing international quality education from LKG to PG within a single compound

Surrounded by fast developing residential area and a Seven Star Hotel ( Golden Spa )

AMENITIES :

Water facilities are provided to each plot / site

Layout over hand tank with capacity of 1 lakh liters

Power supply with quality transformers and close by electrical poles, Approved by BESCOM

Underground sewage and box type drainage system

Sewage treatment plant

Greenery parks and play ground have been provided

 30 ft cross road, 40 ft Main road, Asphalted roads

24 hours security, Avenue plantation, Avenue Lighting

UPCOMING PROJECTS

Experience the warmth of "HOME"

Kanva Nests is a unique residential complex meticulously developed on 55,000 sq ft. of prime
residential land. The project is beneficially located at K. R Puram along Old Madras road, a well
know locality in Bangalore where all major activities occurs.

The most important benefit of Kanva Nests is its closeness to all modern lifestyle facilities and
services like shopping, transport, schools, entertainment, colleges, hospitals, restaurants,
commercial establishments and places of worship.

Location: Sannathamanahalli, Anandapura, T.C. Palyam Main Road.

K.R. Puram – Bangalore

• 18 km from Bangalore City

• 8 km from Industrial town
• 8 km from Volvo factory
• 8 km from IT park
• 4 km from ITI (Indian Telephones Industries)
• 4 km from IOC (Indian Oil Corporation) LPG bottling unit
• 4 km from the “Hanging Bridge”
• 4 km from K.R. Puram railway station
• Stones throw from Garden City Collage

2/3 Bedroom apartments ranging from 1,000 to 1,400 sq. ft.

Pricing of basic cost: Rs. 2,500/- per sq. ft.

Special offer: Early bird offer will attract a discount of 10%.

Booking amount: Rs. 1,00,000/- (one lakh) non refundable.

Start & Completion of Project: Proposed to begin March 2007 and to be completed in 24 months
time (March 2009).
Terms of payment: 15% of the basic cost plus car park at the time of “sale agreement” being
signed and the remaining in 24 equal monthly installments (EMI).

Other additional cost:

• Registration & Stamp Duty (as per actual)
• Car Park Rs. 1,00,000.00 (one lakh)
• *Deposits for electrical, water, telephone etc. Rs. 75.00 per sq.ft.
• First six months maintenance charges will be free and henceforth Rs. 1/- per sq.ft. per month.
• *Membership to “Honeydews” a club designed on international level. Rs. 75,000.00 (seventy five
thousand) for owners and Rs. 1,50,00.00 (one lakh fifty thousand) for outsiders.
• *Initial Corpus Deposits. Rs. 50.00 per sq. ft.
• Legal Fees Rs. 2,500.00 to be paid at time of sale agreement.

* Amounts to be paid before taking the keys of the flat.

Specifications:

STRUCTURE
RCC framed structure with:
• External & Internal walls of solid concrete blocks.
• External walls with cement plaster & internal walls with lime plaster.

FLOORING
Living, Dining and Bedroom floors will have vitrified tiles. Kitchen and Toilet flooring will be non
slippery tiles.

LOBBY & STAIRCASES

Main entrance lobby will be done in a combination of granite & textured paint. Marble/Vitrified
tiling and textured paint for the upper floor lobbies. Staircases will be finished with Kota stone.

LIFT
Passenger lift of suitable capacity for the building.

INTERNAL DOORS
Wooden frames with flush doors and all fittings.

EXTERNAL DOORS & WINDOWS

UPVC/Aluminum frames & shutters for all external doors and windows.

KITCHEN
Polished granite platform with stainless steel sink and drain board. Ceramic tile dado of 2 feet
above granite counter.

TOILETS
Non slippery tiles for flooring EWC, Washbasin, Chromium plated fittings.

WALL FINISHES
• Internal Walls - Oil bound distemper for all plastered walls & ceilings.
• External Walls - Cement paint for the exteriors and common areas.

ELECTRICAL
Suitable points for Power & Lighting. With concealed wiring.
• 5 KVA power for a 2 bedroom apartment
• 8 KVA power for a 3 bedroom apartment.

WATER SUPPLY
Underground/Overhead storage tanks of suitable capacity with bore well supply as an auxiliary
source of water supply.

TELEPHONE
Telephone points in living room and in all bedrooms.

TELEVISION (Cable TV)

Television points in living room and in all bedrooms.

GENERATOR
Generator will be provided for all common services.

LANDSCAPE
Skillfully designed and executed landscaping.

CORE ACTIVITIES

VILLAS
Kanva Blossoms - Golden Type A Kanva Blossoms - Golden Type B

Kanva Blossoms - Royal Type A Kanva Blossoms - Royal Type B

Kanva Blossoms - Classic Type A

Kanva Blossoms - Classic Type B

COMMERCIAL COMPLEX
KANVA EDUCATION:

The Kanva Mission

" To provide an affordable means to world-class

education, for global citizens in the making and
turning out not just academically qualified
individuals but molding mature young people
with a responsible and sensitive approach to life".

The Institution

Located in a sylvan 4 acre locale near Nelamangala, 15 kms from Peenya, B'lore, Kanva Public School
is fully equipped with 36 class rooms constructed over 24,450 sq.ft. of built up area to conduct classes
from nursery to the post-graduate grades.

Presently the institution offers admissions for classes from nursery following the SSLC / ICSE / CBSE
pattern, conducted by the state / centre. Plans are on the anvil to expand the institute to include classes
up to the post-graduate level.

Holistic Education

Kanva Education Trust is committed to impart complete and quality education in the true sense of the
term i.e., Not just by way of setting formidably high academic standards, but also by developing both the
intellectual and physical, without ignoring the spiritual dimension.

The institution's endeavor is to enable every student to develop an analytical mind, intellectual curiosity,
moral integrity, a strong sense of values, a disciplined lifestyle and a feeling of companionship amongst
each other.

Strong emphasis is laid on sports, co-curricular activities and project assignment, to take education
beyond the confines of the classroom to create a rich, simulating and creative experience.
 Sports and Co-curriculars Activities

Kanva Public School will offer comprehensive facilities and encouragement for a variety of programs
beyond the dictates of the curriculum. The spacious playground equipped with sports facilities is the first
step towards this end. Other infrastructure to facilitate sporting activities will include equipment for
indoor and outdoor games: field & sport equipment for cricket, courts for badminton and basketball,
gymnasium and a swimming pool. Co-curricular including art, dance, quiz elocution and nature &
adventure activities will also be integral part of mainstream programme. The many talents of the
students will hence be explored.

Educational, documentary and other international films are screened for the benefit of the students at the
campus. Besides nature walks, picnics and treks with educational focus will also be organized at a
regular frequency.

More Facts And Features

Innovative tutoring programs and new generation teaching methodologies that include audio - visual
aids will be used to facilitate better learning and retention.

Students will have minimum home assignments.

Slow learners will be specially coached to ensure that all students benefit equally.

Frequent parent - teacher meetings will be conducted to discuss the progress of students.

Moral education is also an integral entity of the curriculum.

A hygienic canteen serving wholesome and nutritious food will be convenient for both hostilities and
day students. Cleanliness and discipline shall be adhered to at all meal - times.

Buses and vans shall be provided to ply day - students to the campus and home.

Every effort will be made to provide students with facilities and an ambience conducive and convenient
for scholastic pursuits.

Academics

The tutoring principles at Kanva Education Trust revolves around the fact that the schools are not mass -
produced; they are nurtured and developed with personalized care and attention, in a practical
application - oriented and friendly environment. The well - qualified and motivated faculties are fully
equipped to make learning inspiring and effective. Small classes with a healthy teacher student ratio
ensure individual, personalized attention for students.

Well - equipped classroom and laboratories, besides a finely stocked library will be provided to students,
to aid the learning process effectively.

Facilities for Hostelities & Day Students

Kanva Education Trust has excellent boarding facilities for students. Well - maintained, spacious
dormitories will be provided, where no expenses are spared in making them comfortable.

In - campus resident doctors will meet the medical needs of students.

Good communicational facilities at the hostel will aid students to stay in touch with parents.

The Objectives of our Quality Education

To simulate a healthy interest concerning the environment.

To encourage independence and creativity.

To imbibe aesthetic appreciation.

To inculcate good health habits.

To prepare students to face life in a disciplined manner.

To develop desirable social attitudes and manners.

General Information

Children of age 2 years 10 months (as on 31st May 2006) are eligible for admission to Nursery class. For
admission to higher classes, progress report from the school last attended is to be produced.

School Timing ( Monday to Saturday)

Nursery : 9.30 am to 12.30 noon

LKG : 9.30 am to 12.30 pm
UKG : 9.30 am to 12.30 pm
Std 1 to -- : 9.30 am to 3.30 pm
The School year will extend from June to April and is divided into three terms
For pleasant Journey and Safe Traveling and also well being of the
travelers, KANVA GROUP OF COMPANIES started ‘KANVA TOUR AND
TRAVELS’ in 2005.
Where travelers can have pleasant journey at very competitive rates.
Kanva Software with a mission to establish business in India or elsewhere, of
software development, e-commerce, e-CRM software services, business software
solutions services, any business / activity related to information technology, call
centre management in the aim of satisfying all clients with their products and
servicing their specific needs, allowing them to focus on their core competencies.
With a team of 25 and the strong backing of the exceptional skills of our project
managers and programmers, and the high quality of the products and services
provided we are capable of handling any project which assures our aim.
Kanva Media Management Services are in this field since 3 years. We have professionals
who have 10 years of experience in Print and Visual Media, Documentary – Corporate Movies
and Advertisement Films.

Kanva Media Management Services are also into News Paper Ads, News releases. We also
conduct Press Conferences, Event Management and take Modeling assignments.

We provide the best quality production, good picture quality at a very less rate compared to
others. We have dedicated professionals at our disposal.

‘We assure you, We treat our Customers as like our own’

Our Services includes:

1. Documentary and Corporate Movies, Advertisement Film.

2. News Paper Advertisements.
3. PR Works.
4. Modeling.
5. Hoardings.
6. Event Management.
And Media Related Consultancy
What is a chit fund?

Chit is a kind of savings scheme where a specific number of individuals come together to pool a
specific mount monthly (total amount collected will be equal to the chit value). A the end of each
month, there will be an auction for the chit value. Members of the chit will participate in this
auction for the pooled money during that month. The money will be given to the highest
bidder( maximum of 30% of the chit value and a minimum of 5%). The bid amount that the
highest bidder has bid will then be divided by the number of members and the company
organizing the chit fund as service charges (5% of the chit value per month). This bid amount
that each individual receives will be deducted from the specific amount pledged. Thus giving a
return in each month. Usually the discount will continue to decrease over periods. The person
getting money in the last month will receive the full scheme amount, deducting 5% service
charges.

Kanva Chits has been incorporated and approved by the State of Karnataka under The Chit
Fund Act -1982 and the Registrar of Companies (ROC). The main objective is to grow to be one
of the largest chit funds in the State of Karnataka. In the years gone by, the company has
managed to generate a reputation of trust, reliability and security among various clients and
customers.

New Chit Groups Starting

Subscribe NOW !!! & Get A Free GIFT
Chit Value Duration Monthly Subscription
 10,00,000 50 Months
20,000

1,00,000 50 Months 2,000

50,000 50 Months 1,000

5,00,000 40 Months 12,500

2,00,000 40 Months 5,000

1,00,000 40 Months 2,500

1,00,000 25 Months 4,000

50,000 25 Months 2,000

Kanva Group of Companies has been a synonym to the happiness of people involved with it.
Now, widening the horizons of our work culture, we have stepped into what is widely and
generally known as the Real Estate and Land Development Profession. As a part of KANVA
PRINCIPLES, we know, for us, it is not merely a money-spinning business, but selfishness of
our own happiness by fulfilling the dreams of that unknown who dreams to build a home and not
mere a house and who dreams even bigger to build a commercial complex or a residential
complex. We will be with you to get you the property of your desire, your choice and your dream
in and around Bangalore. We assure you, we treat our clients like our own Family.

To take the service providing to the further level, we have established a customer support help
desk “KANVA PROPERTY MANAGEMENT SERVICES”. This service focuses on
dedicated property care and legal maintenance of your property, ensuring that your property is
very well looked after and all the facilities are fully functional at all the times.
SERVICES:

Project MANAGEMENT

When it comes to the construction, we even peel the

rind (skin) of the fruit and take it to your mouth, just
bite it, chew it and swallow it.

We assist you from the As of constructing your dream

home, i.e.,

Getting the right property

Architectural designing
Preparation of work plan
Taking up of construction work

To the Zs of construction, i.e.,

Interior designing
Plumbing & electrical works
Getting water, electrical and telephone connections
from the various authorities and
Elevator (Lifts) services in the buildings.

Legal MANAGEMENT

Legal aspect is not everybody's cup of Tea. It needs the real

professionals to take good care of your legal issues and more
so when it is the matter of Land. Sit back and enjoy the
service our legal experts provide you.

Our Legal and Para-Legal professionals take good care of

the title deeds of sites in question, investigate the documents
in question from CMC, BDA, BMRDA and provide expert
legal opinion.

Our Legal and Para-Legal professionals take good care of

getting the plans approved, and tax payment related issues in
BMP. And

Our legal experts do the Khaata investigation for you.

 Tenent MANAGEMENT

Devil is in the details, they say. You miss one term; you do
not know who is up for a grab.

Our Legal and Para-Legal professionals would help you

prepare lease agreement with your tenants.

Our service providing squad will collect monthly rentals

from your tenants and deposit it in your account. And

Our trained professionals deal with incidents, concerns and

complaints from both the ends.

Facility MANAGEMENT

When in need, we get into act and do the needful. Here is how it goes.

Brick by brick supervision of building construction.

Maintenance of Flat/House as we have our own trained professionals to take good care of
your property, i.e., security men, electricians, plumbers, gardeners, interior designers etc.
The reliable squad responds to your call quickly and does the needful. Appreciate them if you
like.

And here comes the breather at last. A new service is awaiting your call. If you are going
away leaving your home behind for a certain period time, and you do not want to let out your
home, we are there to look after it for you. We will open the windows and let the fresh air in,
water your plants, and make sure routine remains routine till you are back. And most
importantly, we hand over your property in a very safe condition when you are back. What
else do you want?

CONSULTATION FEE:

Registration fees (membership for service) Rs, 1,250/- +Service Tax

Title deed verification Rs. 5,000/- to Rs. 15,000/-
Valuation Rs. 3,000/- to Rs. 4,000/-
Maintenance of tax payment (min. of 5 years contract) Yearly maintenance fees of Rs. 1,000/-
Rent collection (min of 5 years contract) Yearly maintenance of Rs. 3,000/-
Approval of plan, projects Depends of size of the plan and projects

If there is any transaction on any business which costs upto 50 lakhs, 0.5% to be paid to the
company as service charge.

If there is any transaction on any business which costs 50 lakhs or more, 0.4% to be paid to the
company as service charge.

If there is any transaction on any business which costs 75 lakhs or more, 0.3% to be paid to the
company as service charge.

If there is any transaction on any business which costs 1 crore or more, 0.25% to be paid to the
company as service charge.

People who are looking to save part of their earned money, so that they
can use the money for emergency purposes and they can expect get good
services from the Bank Or Societies.
SRI KANVA SOUHARDHA CREDIT CO-OPERATIVE LIMITED, is one of the
trusted cooperative limited organization which was started in Bangalore in
2004.

TRUST was started in 2006, Laid foundation of Temples in KANVA GARDEN

CITY. We have started Shiva Parvathi, Ganesha Subramanya Temple.
To help the society at large we plan to open Hospitals and Home for Senior
Citizens who have been a neglected by their Families and who are need of
immediate help.
In the year 1999, Aruna Marketing was converted to a public limited company under the name of
"Kanva Marketing Limited" with accordance of the company's act of 1956. The objectives of
Kanva Marketing Limited was to carry out all types of trade, distribution and marketing
activities (both domestic and international) on its own or as sales, purchase, commission agents,
dealers or brokers. In addition to act as independent contractors or service providers for market
consultancy, technical advisory, after sales service, forwarding, warehousing, storage, market
research, and in such capacity to give advice, information and render services which may lead to
or be conductive to the adoption by the constituents or principals whether in the domestic or
international market.
1. NEED FOR THE STUDY:

The satisfaction of the consumer is vital to any organization since it reflects on

the proceedings and the future prospects of business organization. The positive and negative satisfaction

of the consumer towards the organization will arise from the time the consumer plans to purchase a

product or service. If the experience of the consumer is not up to his/her views, the proceedings on the

purchase or service will be affected. A positive thought about the company creates goodwill and loyal

consumers. Therefore survey on consumer satisfaction to KANVA.

2. OBJECTIVES OF THE STUDY:

2.1 PRIMARY OBJECTIVE:

Is to find the satisfaction level of KANVA’s Products & services based on Customer satisfaction

Index on their customers.

2.2 SECONDARY OBJECTIVE:

Is to find

 The dissatisfied customer’s response

 The company’s productivity in terms of Customer complaints
 The probability of recommending DHL to others
 The Probability of switching to other service providers

3. SCOPE OF THE STUDY:

 To find the satisfaction level of the customers about the products/services of KANVA.

 The suggestions make the company to improve and to make better and efficient
promotional campaign.
  To find the acceptance level of the customers about the products/services of KANVA.

 To find out customer’s opinion about the products/services of KANVA.

4. LIMITATIONS OF THE STUDY:

 The study is time bound and therefore, in future there may be variation in the choices, preference
and attitude of the consumer due to advancement in fashion & trends based.

 The primary data collected from the respondents is based on their own knowledge and social
status and therefore, the collected data cannot be said as a foolproof data.

 This study is an academic effort and hence it has limitations like time, cost and geographical area
of research.
 CHAPTER 2

RESEARCH METHODOLOGY

2.1 RESEARCH DESIGN

The research design adopted for the present study is descriptive in nature. The study is based on survey

method. The technique used for the collection of data is non-probability simple random sampling

technique is used.

2.2 TOTAL POPULATION:

The people in Banglore city are the population considered for the study

2.3 SAMPLING SIZE

A sample size of 120 respondents is chosen for this study.

2.4 STATISTICAL TOOLS

 Frequency analysis

 Percentage analysis

2.5 PERIOD OF STUDY

For the purpose of study, the data was collected during the period from June 2010 to July 2010

through questionnaire, discussions, documents and schedules.

2.6 SOURCES OF DATA COLLETION:

PRIMARY DATA:

To obtain relevant information primary data was collected. The primary data has

been collected from the KANVA customers. The primary data was collected from the KANVA customers

with the help of questionnaire. This questionnaire method was adopted for data collection from the

customers.

SECONDARY DATA:

Secondary data regarding the industry, company and products were obtained from

 Internet
 CHAPTER 3

3. CONCEPTUAL FRAMEWORK

3.1 CONCEPTUAL FRAMEWORK:

The concept of exchange leads to the concept of a market. A market consists of all potential

customers sharing a particular need or want who might be willing and able to engage in exchange to

satisfy that need or want. Thus, the size of the market depends on the number of people who exhibit the

need or want, have resources that interest other, and are willing and able to offer these resources in

exchange for what they want.

The concept of markets brings us full circle to the concept of marketing. Marketing means

working with market to actualize potential exchanges for the purpose of satisfying human needs and

wants.

The marketing concept holds the key to achieve organizational goals. It is determining the

needs and wants of target markets and delivering the derived satisfactions more efficiently and effectively

than competitors. The consumers display varying behavior while searching for purchasing, using,

evaluating and disposing a product.

 Consumer Behavior is concerned with not only, what customer buy, but with why they buy it,

where, how they buy it and how often they buy it is concerned learning the specific meanings that

products hold for customers individuals may be subject to the same stimuli under apparently the same

conditions, but how they perceive them, recognize them, organize them and interpret them and highly

individualized process based on each person’s own needs, values and expectations. The last few years,

changes due to liberalization and free market economy have made a lot of changes in the Indian

consumer’s attitude towards products/services.

Now, they are given a wide variety of products and this has also led to stiff competition

among companies. In developing a product, the manufacturer has to choose a quality level that will

support the products in the target market. Quality is one of the major positioning tools of any marketer.

Consumers often judge the quality of a product on the basis of a variety of information’s cues that they

associate with the product/services.

Customer Expectations

Customer is defined as anyone who receives that which is produced by the individual or

organization that has value. Customer expectations are continuously increasing. Brand loyalty is a thing

of the past. Customers seek out products and producers that are best able to satisfy their requirements. A

product/service does not need to be rated highest by customers on all dimensions, only on those they

think are important.

Customer Satisfaction – a Critical Component of Profitability

Sadly, mature companies often forget or forsake the thing that made them successful in the first

place: a customer-centric business model.

They lose focus on the customer and start focusing on the bottom line and quarterly results.

They look for ways to cut costs or increase revenues, often at the expense of the customer.
 They forget that satisfying customer needs and continuous value innovation is the only path

to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve

upon what made their bigger competitors successful in the first place and steal their customers.

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/services against which the

customer can compare the organization's products/services.

CHAPTER 4
 ANALYSIS AND INTERPRETATION

4.1 DATA ANALYSIS AND INTERPRETATION

This chapter deals with data analysis and interpretation of the information collected by the

issue of questionnaire on CUSTOMERS SATISFACTION SURVEY among KANVA customers

in Banglore city. Simple percentage analysis was done with the data.

In this section of the analysis, the focus is on the various aspects of the respondents like the

perceived quality, corporate image, perceived value, customer complaint and customer loyalty.

The objective of this section of study is to analyze the various characteristics of the respondents

that are independent. These characteristics reflect the way the respondents have chosen to stick

with in later questions and thus can be broadly categorized for the general population depicting

the same characteristics. These qualities can be generalized thus across a specific cross section

of the respondents and patterns can be identified that can be utilized for various purposes that

could be linked to these attributes identified.

TABLE 1:

Sno gender N0 of the percentage

respondent
1 Male 80 66.67
2 Female 40 33.33
total 120 100

INTERPRETATION:

The above table shows that the total number of respondents

are 120 where

66.67% of them were males and 33.33% of them were females.

TABLE 2:

2) Your chances to buy KANVA products when you hear about shopping for men’s wear?

Sno Frequency No of Percentage

respondent
1 Extremely High 40 33.33
2 High 33 27.5
3 Moderate 29 24.1
4 Low 18 15.00
5 Extremely low 0 0.00
total 120 100

INTERPRETATION:

The above table shows that the chances to buy KANVA

product when they prefer to

shop is 33.33% of respondents has responded their chances are “extremely

high”which is the majority &

27.5% has responded their chances are high, 24.1% of chances are moderate and
only 15% of them has
responded as the chances are low.

TABLE 3:

3) Which media of advertisement is more influencing for using KANVA?

Sno Media of No of Percentage

advertisement respondent

1 Internet 23 19.16

2 Television 42 35.00

3 Newspaper 36 30.00

4 Magazines 9 7.51

5 Others 10 8.33

total 120 100

INTERPRETATION:

The above table shows that 19.16% of respondents were influenced

by internet for

using KANVA product, 35% which is the majority were influnced by television,30%
were influenced by

newspaper,7.51% respondents were influenced by magazines and 8.33% were

influnced by other

sources.

TABLE 4:

4) How often do you visit KANVA?

Sno Frequency No of respondents percentage

1 Monthly 15 12.5
2 3 months once 43 35.83

3 6 months once 47 39.16

4 Yearly 9 7.51

5 rarely 6 5.00

total 120 100

INTERPRETATION:

The above table shows that 39.16% of majority respondents they

visit KANVA

showrooms for atleast 6months once whereas 35.83% visits 3months once, 12.5%
visit the shop atleast

monthly , 7.51% of respondents visits yearly once and 5% visits rarely .

TABLE 5:

5) How would you rate KANVA on the following corporate values that influenced to use the
product?

Sn Corporate value 0-20 20-40 40-60 60-80 80-100

o

1 Brand image 0 0 23 54 43
2 Advertisement 0 7 21 41 51
3 Value of price 0 0 36 40 44
4 Services 0 0 38 56 26
5 Quality of 0 10 43 37 30
relationship

6 Overall satisfaction 0 0 19 59 42
INTERPRETATION:

The above table shows that the majority of the respondents are influenced to use

KANVA by the factors like advertisement and overall satisfaction while others are influenced by the

factors like brand image, value to price, service and quality of relationship.

TABLE 6:

6) For how many years you remain as a customer in KANVA?

Sno Period of No of respondent Percentage

experience

1 Less than a year or 12 10

a year

2 2-3 years 29 24.16

3 3-5 years 34 28.33

4 5-7 years 28 23.33

5 More than 7 years 17 14.16

INTERPRETATION:

The above table shows that how long years the respondents are
being the customer of

KANVA whereas majority of 28.33% of respondents were the customer for the
period 3-5 years, 24.16%

respondents were 2-3 years, 23.33% respondents were 5-7years, 14.16%

respondents were more than

7 years and 10% of them are the customers for past one year.

TABLE 7:

7) Please indicate how far you are agree with the following statements :[corporate image]

Sno Corporate Highly satisfi neutral dissatisfie Highly

image satisfied ed d dissatisfie
d

1 Caring 46 53 21 0 0
customers
2 Trust 42 45 33 0 0
worthiness

3 Goodwill 53 50 17 0 0

4 Emphasis on 47 41 32 0 0
public affair

INTERPRETATION:

The above table shows that the majority of the respondents is highly satisfied with

the corporate images like trustworthiness, emphasis on public affairs and satisfied with caring about

customers, goodwill.

TABLE 8:

8) The following faces express various feelings. Please select the face that best shows your feeling
about KANVA?

Sno Satisfactory level No of respondents percentage

1 Very happy 48 40

2 Happy 45 37.5
3 Fair 27 22.5

4 Sad 0

5 Very sad 0

Total 120 100

INTERPRETATION:

The above table shows that 40% of the respondents were very
happy with the

KANVA products and services,37.5% were happy, 22.5% respondents felt fair
towards KANVA.

TABLE 9:

9) To what extent does the products /services meet your needs ?

Sno Satisfaction No of respondents Percentage

1 Extremely good 46 38.33

2 Good 53 44.16
3 Fair 21 17.50

4 Poor 0 0

5 Extremely poor 0 0

INTERPRETATION:

The above table shows the satisfaction level of the respondents towards the

KANVA where majority of 44.16% of respondents felt “good” , 38.33% responded “extremely good”,

17.50% responded as fair.

TABLE 10:

10) Are you aware that KANVA has got coupon facility?

Sno Awareness on No of respondents Percentage

coupon facility

1 Yes 98 81.66
2 no 22 18.34

INTERPRETATION:

The above table shows the awareness of the customer towards the KANVA’S

coupon facility and 81.66% majority of them responded they were aware only 18.34% were not aware of

the coupon facility.

TABLE 11:

11) Are your satisfied with the seasonal offers that are offered by KANVA?

Sno Satisfied with No of respondents Percentage

Seasonal offers

1 Yes 112 93.33

2 no 8 6.67

INTERPRETATION:

The above table shows that 93.33% of respondents are

satisfied with the

seasonal offers only 6.67% were not satisfied with the seasonal offers.

TABLE 12:

12) How likely are you to recommend company KANVA to a friend or a relative?would you say the

chances are

Sno Recommend kanva No of respondent Percentage

1 excellent 47 39.16

2 Good 42 35.00

3 Fair 31 25.84

4 Poor

5 Not sure

INTERPRETATION:

The above table shows that that majority 39.16% of the

respondents said that

their chances to recommend to others is”excellent”, 35% responded their chances

are “good”, 25.84%

responded as “fair” .

TABLE 13:

13) How likely are you to continue the relationship with KANVA ?would you say the chances are

Sno Continue No of respondents Percentage

 relationship with
KANVA

1 Extremely high 63 52.51

2 High 44 36.66

3 Moderate 13 10.83

4 Low

5 Extremely low

INTERPRETATION:

The above table shows that majority of 52.51% responded

that they will

continue the relationship with KANVA their chances are extremely high, 36.66%
responded that their

chances are “high”,and only 10.83% responded that their chances are moderate.

TABLE 14:
14) The propensity to switch to other, when they offer better discounts (or) services, the chances are

Sno Propensity to No of respondents Percentage

switch to other

1 Extremely high 0 0

2 High 0 0

3 Moderate 12 10

4 Low 52 43.34

5 Extremely low 56 46.66

INTERPRETATION:

The above table shows the chances of respondents to switch

to other brand
when they offer discounts, majority of 46.66% of respondents said their chances
are “extremely

low”,43.34% responded their chances are “low”,10% of them responded their

chances are “moderate”.

TABLE 15:

15) As a customer, if you are dissatisfied with the products/services delivered by KANVA, you will?

Sno If dissatisfied with No of respondents Percentage

the
products/services
from KANVA

1 Continue 14 11.66

2 Complain 79 65.83

3 Exit KANVA 27 22.51

INTERPRETATION:
 The above table shows that If customers were dissatisfied
with the

products/services from KANVA majority of 65.83% of respondents responded that

they will complain

whereas 22.51% responded that they will exit KANVA, 11.66% responded that they
will continue with

KANVA.

TABLE 16:

16) what type of a customer would you like to be in touch with KANVA?

Sno Customer to be in No of respondents Percentage

touch with KANVA

1 Annual customer 42 35

2 Star customer 78 65

INTERPRETATION:
 The above table shows that majority 65% of customers wants
to be a star

customer whereas 35% of them wants to be a annual customer.

TABLE 17:

17) KANVA is dealing with only men’s suitings now, in future what is your expectation about the

company to be dealt with including the existings?

Sno Customer No of respondents Percentage

expectation about
KANVA in future

1 Only existing mens 12 10.00

suitings

2 Ladies & kids wear 28 23.34

3 Leather stuffs 8 6.66

4 All the above 72 60.00

INTERPRETATION:

The above table shows that the expectation of customer

where the KANVA
can make a scope in future.10% of them responded for only existing mens suitings,
23.34% responded

for ladies & kids wear, 6.66% responded for leather stuffs, and majority of 60% of
them responded for

all the above including the existing one.

TABLE 18:

18) Suppose if your product’s quality is not upto your expectation what would you do?

Sno If product quality is No of respondents Percentage

not good

1 Retaining the 9 7.5

product

2 Replacement 79 65.83

3 Get back the cash 28 23.33

4 Quit KANVA 4 3.34

fashions
INTERPRETATION:

The above table shows that if the products quality is not upto
the expectation

of customers , the respondents responded as 7.5% of just retaining the product

with them,majority of

65.83% opted for replacement,23.33% opted to get back the cash,3.34%responded

that they will quit

KANVA fashions.

TABLE 19:

19) In which of the brands that have mentioned below would you like to compare the product
quality of KANVA?

Sno Compare the No of respondents Percentage

product quality of
KANVA with

1 Raymonds 35 29.16

2 Mega mart 10 8.34

3 Louis phillipe 9 7.5

4 Others 20 16.66
5 Unique from others 46 38.34

INTERPRETATION:

The above table shows that in what way KANVA’s product can
be compared

with other brands, 29.16% responded as raymonds, 8.34% responded as megamart,

7.5% responded as

Louis phillipe, 16.66% responded as others, majority of 38.34% responded as

KANVA product is unique

from others it cannot be compared.

INTERPRETATION:
The above table shows the consumer level of satisfaction based on perceived quality factors. The

statements above are randomly arranged based on Linkert Scale Analysis Techniques and they are put to

the respondents responses with the total sample of 120 set of structured questionnaire. As per the

responses recorded by the respondents, the responses were arranged in the table format and the

percentage analysis were calculated.

CHAPTER 5

FINDINGS

The findings of this project are meant for the organization to analyze the pulse of the
market and to identify pockets of improvements for the customers. The issues faced by the
respondents are analyzed and perceived quality, perceived value, overall customer satisfaction,
customer complaint, customer loyalty and image of the organization are also analyzed and
understood.

As the result on “customers satisfaction survey” certain findings have been predicted
below, as the basis for the improvement of the company products/services and make the
customer to be satisfied above the level from the present level.

1. It is very clear that the majority of the respondents are influenced by Television and

newspaper for using KANVA.

2. The study shows that the majority of the respondents said that their chances to buy

KANVA products is extremely high.

3. The study shows that the majority of the respondents are influenced to use KANVA by

the factors like advertisement and overall satisfaction while others are influenced by the

factors like brand image, value to price, service and quality of relationship.

4. The study shows that the majority of the respondents are remain as a customer for 3 -5

years in KANVA.

5. The study shows that the majority of the respondents are agreed that they visit the

KANVA for atleast 3 or 6 months.

6. The study shows that the majority of the respondents is highly satisfied with the corporate

images like trustworthiness, emphasis on public affairs and satisfied with caring about

customers, goodwill.

7. It is very clear that majority of respondents are satisfied with KANVA products/services.
8. It is very clear that 90 respondents out of the total sample of 120 respondents are good

with needs satisfaction of KANVA.

9. The study shows that the majority of 98 respondents are aware of coupon facility in

KANVA.

10. The study shows that the majority of 112 respondents were satisfied with the seasonal

offers offered by KANVA.

11. The study shows that the majority of KANVA works fast in the case of customer

complaints.

12. The study shows that the majority of 47 respondents chances are excellent and 42

respondents chances are good to recommend the company KANVA to a friend or

relative.

13. The study shows the majority of 63 respondents are extremely high and 44 respondents

are high to continue the relationship with KANVA.

14. The study shows that the majority of the respondents do not switch to other express

services, when they offer better discounts (or) services.

15. The study shows when the respondents are dissatisfied with the products/services

delivered by DHL, then 14 respondents will continue with the same DHL service,

majority of 79 respondents will complain to the company.

16. The study also stated that majority of the customers feel “very happy” about KANVA

and many are of “Happy” with KANVA.

17. The study also shows that apart from Men’s suiting the customer expects a lot from

KANVA brand such as Ladies & Kids wear, Leather stuffs that includes (shoes, purses

etc)

18. The study also shows that majority of customers were responded that no other brands

can occupy the place of KANVA as they are unique..

 CHAPTER 6

SUGGESTIONS

KANVA, being a big brand in Fashions, builds its market share & confidence majorly

through word of mouth Advertising, hence the company has to foremost keep up its trust

worthiness & service levels to the fullest satisfaction to customers to sustain in the industry.

The company needs to continue its service excellence in various qualities of corporate

image, Perceived Quality, Customer compliance which is the most promising factors to get

bonded with the customer’s loyalty.

The corporate can go out for further dealership outside Karnataka Dealerships &

Franchises so as to make its services available to the every corner of the India. Aggressive

advertising through all Medias will enable the company to achieve the same.

The respondent’s ranking on KANVA’s Corporate Values shows the level of likeliness

towards the brand, which is a known fact – the company has to retain its No 1 position with so

much of betterment in its process & customer compliance factors to become the “Dictator” in the

industry.
 CHAPTER 7

CONCLUSION

Based on findings of the study, it is found that customer choose the service provider

based on the service levels in terms of Corporate Values such as Brand Image, Advertisement,

Reliability. The Perceived quality also plays a vital role in selecting the service provider as it

remains as a major component to gain customers trust & confidence. The study has revealed that

the Corporate Image is the most influencing factor for the customer.

From the study it is found that customers are satisfied. The chances of recommending

KANVA to others & customer loyalty towards the brand seems very strong. Wherein customers

hardly depart from KANVA’s services.