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Customer Satisfaction

Presented by:- Presented to:-

Abhinandan Narang (101504007) Ms.Shweta Dogra
Abhishek Agarwal (101504008)
Abhishek Pandey (101504009)
Abhishek Prasad (101504010)
Self Esteem
Inpsychology, the termself-esteemis
used to describe a person's overall sense
of self-worth or personal value.
esteem is combination of self image,
ideal self and Pygmalion self
Self image- what we perceive ourselves
Ideal self- what we want to become
Pygmalion self- our perception of what
people think about us
Maslow Hierarchy Index

Abraham Maslow states that

psychological health is not possible
unless the essential core of the
person is fundamentally accepted,
loved and respected by others and by
her or his self.

Self-esteem allows people to face life

with more confidence, benevolence
and optimism, and thus easily reach
their goals and self-actualize.

Self-esteem may make people

convinced they deserve happiness.
High self esteem
Firmly believe in certain values and principles, and are ready to defend them
even when finding opposition.
Are able to act according to what they think to be the best choice, trusting their
own judgment.
Do not lose time worrying excessively about what happened in the past, nor
about what could happen in the future.
Fully trust in their capacity to solve problems, not hesitating after failures .
Consider themselves equal in dignity to others
Understand how they are an interesting and valuable person for others, at least
for those with whom they have a friendship.
Resistmanipulation collaborate with others only if it seems appropriate and
Low self esteem
Heavy self-criticismand dissatisfaction
Hypersensitivity to criticismwith resentment.
Perfectionism which can lead to frustration when perfection is
not achieved
Floating hostilityand general defensiveness and irritability
without any proximate cause.[
Pessimismand a general negative outlook.
Sees temporary setbacks as permanent, intolerable conditions.
Individuals with low self-esteem tend to be critical of
themselves. Some depend on the approval and praise of others
when evaluating self-worth.
Who is Customer?
Customer is a person or organization that
useseconomic servicesorcommodities.
Any individual who purchases products or services for
his personal use and not for manufacturing or resale
is called a Customer.
A Customer is one who is the decision maker whether
or not to buy an item at the store, or someone who is
influenced by advertisement and marketing.
Value of Customer
is not dependent on us we are
dependent on him
ACustomer is not an interruption to our
work . He is the sole purpose of it.
Customer is an essential part of our
business not an outsider.
Customer deserves the most courteous
attention we can give him.
How to satisfy a
Survey Methodology
Data Sources
Primary Data:- It is collected through questionnaire.
Sampling Plan
Sampling unit:- All customers of Big Bazaar
Sampling Size:- 40 responses
Data Collection Tools
The questionnaires consisted of
Multiple choice questions and
Open ended questions.
Our first question to our customer was relating to
their gender . through our survey we found out that
mostly our customers were males(62.2%) while rest
of were females(37.8%).
So our company should be have in its mind while
framing new business ideas that we have mostly
males as our customers.

Gender of Customer
The second question to the customers was about
their monthly income.
It could be seen that the mostly the people who
were regular customers belong to the income group
of below Rs. 10000 while customers with monthly
income between Rs.20000 and Rs. 40000 were least
in this group. The people belonging to highest
income group were second on this list.

How Frequently do you shop

What are the offers customers expect from big bazaar?
As we can see buy one get free is the most preferred option by the customers.
Do you wait long for for billing in the big bazaar?
The results of this survey is raising concerns of our
valuable customers . there is long que on cash
counters during peek hours of sales . for this it is
advisable to company to have an extra cash
counter during this time . although it is going to
incur huge bills for the company but for sake of
valuable customer in the competitive world.
Results show that 64.1% people say that they face
long ques while 23% said that that sometimes they
faced the que .while 35.9% said they never faced

Has customers faced the problems of long ques

which products do people purchase more often from
big Bazaar?
Customers are mostly interested in other items of
interests like baby care products ,cosmetics ,
jewelry etc. The sale of groceries is second most
preferred item.While electronic goods and apparels
constitute 18.9% and 10.8% respectively,of total

sales of items
Which source made you tobuy productfrom Big-
It could be seen that Newspapers are the main
source of information to the customers with friends
and others are second most important source.
How do you feel(satisfied) after purchasing from Big
Bazaar?How is BIG BAZAAR maintaining product
QUALITY, QUANTITY compare to other retail stores??
Why do you make purchase of products from Big

It could be seen that our most attractive feature is

the variety of products that we provide.
have the employees been arrogant or humble
(effective in communicating) nature on your queries
for advertisements and incentives ?
This here comes a matter of self esteem of for
company that it is being advertised and put in large
boards still many folks ask queries about that thing
again and again , this thing can raise the temper of
any employee. Now here we see that our employees
put down their self esteem and try their level best to
attract a consumer to buy this product
Survey shows that 43.2% employees are humble and
effective in communicating to customers.
Our customers trust our quality and standards
New emerging e-commerce portals are giving
stiff competition to the brand .
They need to make changes in our system to
make our consumer more satisfied .
They need to invest more in billing counter
increase than the advertisements .
Also can give more discounts than our
Lastly they can to start selling more and more