BARKATULLAH UNIVERSITY, BHOPAL

CHAKARVARTI RAJGOPALACHARI
INSTITUTE OF MANAGMENT
BHOPAL (M.P.)
SESSION 2020-2022

Project Report on

A study on customer satisfaction

for D-mart in Bhopal

Submitted in the partial fulfilment for the award of

the degree of Masters of Business Administration

Under Guidance of: Submitted By:

Dr. Rishu jain Ramraj Singh Tomar
MBA (4th Sem)

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 ACKNOWLEDGEMENT

I would like to express my deep sense of gratitude to the respectable guide distinguished
personalities for their precious suggestions and encouragement during making the
project report.

The experience which is gained by me during making this project report is essential for
me at this turning point of my career.

I am also thankful to Prof. (Dr) Vivek Sharma, Director, C.R. Institute of

Management, University Teaching Department, Barkatullah University, Bhopal for
constant support and supervision.

I am thankful to my mentor and college guide Dr. Rishu jain for her kind support
supervision and guidance.

Last but not the least I would like to thanks all respected faculty, my friends & family
members for their constant support.

RAMRAJ SINGH TOMAR

MBA

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 DECLARATION

I RAMRAJ SINGH TOMAR hereby declare that the following project report
submitted to the CRIM, Bhopal in partial fulfilment for the award of degree of MBA
from Barkatullah university, Bhopal entitled “A STUDY OF CUSTOMER
SATISFAFACTION FOR D-MART IN BHOPAL” is an original work carried out
by me under the guidance of Dr. Rishu jain

I further declare that this report has not been submitted in this or any other university
for the award of any other degree.

Name: RAMRAJ SINGH TOMAR Signature

Class: MBA IV Semester RAMRAJ SINGH TOMAR
Place: CRIM Bhopal
Date:

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 CERTIFICATE

This is to certify that the project report entitled “A Study of customer satisfaction for
d-mart in Bhopal”, submitted for the degree of Master of Business Administration in
C.R. Institute of management, Barkatullah university, Bhopal by Mr. RAMRAJ
SINGH TOMAR is carried out by him/her under my guidance and supervision.

The project has been successfully completed under my supervision.

Project Guide

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 CONTENTS

S.No. CHAPTER Page No.

1 INTRODUCTION 6-13

2 COMPANY PROFILE 14-17

3 INDUSTRY PROFILE 18-20

4 OBJECTIVES OF THE STUDY 21-22

5 RESEARCH METHODOLOGY 23-25

6 DATA ANALYSIS & INTERPRETATION 26-37

7 FINDINGS 38-41

8 CONCLUSION & SUGGESTIONS 42-44

9 BIBLIOGRAPHY 45-46

10 ANNEXURE 47-50

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INTRODUCTION

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 INTRODUCTION
Marketing refers to activities a company undertakes to promote the
buying or selling of a product or service. Marketing includes
advertising, selling, and delivering products to consumers or other
businesses. Some marketing is done by affiliates on behalf of a
company. Marketing is the process of getting potential clients or
customers interested in your products and services. Professionals who
work in a corporation's marketing and promotion departments seek to
get the attention of key potential audiences through advertising.
Promotions are targeted to certain audiences and may involve celebrity
endorsements, catchy phrases or slogans, memorable packaging or
graphic designs and overall media exposure.

Customer satisfaction
Customer satisfaction is defined as a measurement that determines how
happy customers are with a company’s products, services, and
capabilities. Customer satisfaction information, including surveys and
ratings, can help a company determine how to best improve or changes
its products and services.

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Customer satisfaction, a term frequently used in marketing, is a
measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the
number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals.

It is seen as a key performance indicator within business and is often

part 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.

"Within organizations, customer satisfaction ratings can have powerful

effects. They focus employees on the importance of fulfilling
customer‘s expectations. Furthermore, when these ratings dip, they
warn of problems that can affect sales and profitability.

These metrics quantify an important dynamic. When a brand has loyal

customers, it gains positive word-of-mouth marketing, which is both
free and highly effective."

Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and representative
measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether

their product or service has met or exceeded expectations. Thus,
expectations are a key factor behind satisfaction. When customers have
high expectations and the reality falls short, they will be disappointed

8
and will likely rate their experience as less than satisfying.

Purpose:

A business ideally is continually seeking feedback to improve customer

satisfaction.
"Customer satisfaction provides a leading indicator of consumer
purchase intentions and loyalty." Customer satisfaction data are among
the most frequently collected indicators of market perceptions. Their
principal used is twofold."
"Within organizations, the collection, analysis and dissemination of
these data send a message about the importance of tending to customers
and ensuring that they have a positive experience with the company‘s
goods and services."

"Although sales or market share can indicate how well a firm is

performing currently, satisfaction is perhaps the best indicator of how
likely it is that the firm‘s customers will make further purchases in the
future. Much research has focused on the relationship between
customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes."
On a five-point scale, "individuals who rate their satisfaction level as
'5' are likely to become return customers and might even evangelize for
the firm. (A second important metric related to satisfaction is
willingness to recommend. This metric is defined as "The percentage
of surveyed customers who indicate that they would recommend a
brand to friends." When a customer is satisfied with a product, he or
she might recommend it to friends, relatives and colleagues. This can
be a powerful marketing advantage.) "Individuals who rate their
satisfaction level as '1,' by contrast, are unlikely to return. Further, they
can hurt the firm by making negative comments about it to prospective

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customers. Willingness to recommend is a key metric relating to
customer satisfaction."

Customer Satisfaction is the buzzword used by the business people for

the success of organization in the present days. Due to increase in
competition in every product –line it becomes difficult for the
companies to retain the customers for longer period, so to retain the
customers for longer period the marketer has to do only one thing i.e.,
“Satisfy the Customers”.

This project is done to know the level of customer‘s satisfaction

towards D-mart retail industry. The impact of retail industry on the rest
of the economy has been so pervasive and momentous. It plays a vital
role in helping the nation to produce higher- value goods and services
and in enhancing the skill and imposes tremendous demand for retail
market.

A lot of retail industry are facing cut throat competition in the fields of
quality and price

How customer satisfaction is measured

Here’s a look at the most used metrics when it comes to measuring
customer satisfaction.

Customer Satisfaction Score

The customer satisfaction score, or CSAT, is a time-tested metric. It is

a customer satisfaction survey that targets the customer with variations

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of a very basic question: “how would you rate your experience
interacting with our sales/customer service/support department?”

The scale typically ranges from: very unsatisfactory / unsatisfactory /

neutral / satisfactory / very satisfactory.
The more respondents give a positive answer, the higher your score.
Simple.

The CSAT is versatile, since it can relate to any interaction of a client

with your business. It’s also immediate, because you will get precise
feedback relative to a certain experience. The CSAT is most useful to
track short-term changes in customer approval before and after a
change or new initiative. If the score shifts notably, you will have an
inkling of what did or didn’t go over well.
However, the question won’t cover a customer’s overarching
impression of your company. Likewise, its results tend to be biased,
since mildly satisfied or dissatisfied customers will tend to disregard
the question entirely. Lastly, it won’t be a predictor of customer
behaviour, nor will it account for your company’s potential for growth.
Though the CSAT is an unavoidable metric, it is by no means a
complete one.

Net Promoter Score

The Net Promoter Score was introduced to account for the lack of
predictive power of the CSAT when in comes to customer loyalty. This
question looks like this:
“On a scale of 1 to 10, how likely are you to recommend our
product/service to a friend?”

This organizes respondents into three groups:

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Calculate your NPS by subtracting the percentage of detractors from
that of promoters. The higher your score, the better.

Customer Effort Score

The customer effort score takes a different approach to how to measure

customer satisfaction than the previous two methods. It asks the
customer: “how hard did you have to work to get a problem fixed/query
answered/service rendered?”
The scale usually goes from 1 (it was very easy and simple to handle
my issue) to 5 (it was a monster headache). The lower your score, the
better.

Direct feedback and customer satisfaction

The most straightforward way of giving your customers the support
they want is by asking them directly through a customer satisfaction
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survey. Surveys are a useful tool for collecting data pertaining to the
customer satisfaction metrics listed above. The various types of surveys
target different customer demographics, and will yield different results.

• In-app customer surveys

• Post-service customer surveys

• Customer Surveys via Email

• Volunteered feedback

• Survey best practices

Indirect feedback and customer satisfaction

We’ve covered ways to reach out and gauge your customers’ happiness
directly. However, there are also ways to do so without directly
involving your customers. Taxing customers’ attention and good will
to gather feedback is necessary, but it’s handy to know about
alternative, less intrusive tactics.

• Analytics

• Cover every channel

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COMPANY PROFILE

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 COMPANY PROFILE

D-Mart is a one-stop supermarket chain that aims to offer customers a

wide range of basic home and personal products under one roof. Each
D-Mart store stocks home utility products – including food, toiletries,
beauty products, garments, kitchenware, bed and bath linen, home
appliances and more - available at competitive prices that our
customers appreciate. Our core objective is to offer customers good
products at great value.

D-Mart was started by Mr. Radhakishan Damani and his family to

address the growing needs of the Indian family. From the launch of its
first store in Powai in 2002, DMart today has a well-established
presence in 221 locations across Maharashtra, Gujarat, Andhra
Pradesh, Madhya Pradesh, Karnataka, Telangana, Chhattisgarh, NCR,
Tamil Nadu, Punjab and Rajasthan. With our mission to be the lowest

15
priced retailer in the regions we operate, our business continues to grow
with new locations planned in more cities.
The supermarket chain of D-Mart stores is owned and operated by
Avenue Supermarts Ltd. (ASL). The company has its headquarters in
Mumbai. The brands D-Mart, D Mart Minimax, DMart Premia, D
Homes, Dutch Harbour, etc are brands owned by ASL.

Categories in Dmart

Toiletries

Kitchen items

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Garments

Furniture & beds

Home appliances

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INDUSTRY PROFILE

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 INDUSTRY PROFILE

● Retail businesses sell finished goods to consumers in exchange for

money. Retail businesses can include grocery, drug, department and
convenient stores. Service-related businesses such as beauty salons and
rental places are also considered retail businesses
● Indian retail industry has emerged as one of the most dynamic and
fast-paced industries due to the entry of several new players.
● The retail sector in India is emerging as one of the largest sectors in
the economy.
● The total market size of the Indian retail industry reached US$ 672
billion in 2017.It is forecasted to increase to US$ 1,200 billion by 2021
and 1,750 billion by 2026.
● India will become a favourable market for fashion retailers on the
back of a large young adult consumer base, increasing disposable
incomes and relaxed FDI norms
● India is ranked first in the Global Retail Development Index 2017,
backed by rising middle class and rapidly growing consumer spending.
● India's population is taking to online retail big way. India's E-
commerce business will reach US$ 99 billion by 2024,

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Indian retail industry growth

Market size over the past few years (USD billion )

1300

600
518 534
490
424
368
321
278
238
204

2000 2002 2004 2006 2008 2010 2012 2013 2014 2015 2020

The retail sector in India is emerging as one of the largest sectors in the
economy.
By 2015, the total market size is estimated to be around $600 billion,
thereby registering a CAGR of 7.45% since 2000.
Retail industry is expected to grow to $1.3 trillion by 2020, registering
a CAGR of 9.7% between 2000-2020.

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OBJECTIVES OF THE
STUDY

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 OBJECTIVES OF THE STUDY

• To evaluate the customer experience while shopping at D-mart in

Bhopal.
• To derive the factors influencing the customer purchase.
• To identify the level of customer satisfaction towards service
rendered by D mart.
• To know the customer perception about the quality and prices
schemes in D mart.
Scope of the study

The data was collected from the respondents across all the income
groups, occupation and gender. The total sample size for the study is
55. The study involves ascertaining the customer perception towards
various area such as price, promotion offered, billing system and
parking facility etc. The study also tries to know why the customers
visit and shop at D-mart and get valuable suggestions from them. So
the study tried to get the responses almost all kinds of respondents. This
Research is based on primary data and secondary data. Due to time
constraint, only limited number of persons contacted.

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 RESEARCH
METHODOLOGY

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 RESEARCH METHODOLOGY
The Research is Descriptive Research. Study was conducted in the area
of Bhopal “Convenient sampling” is used in this study. Sample size of
the study is 55 respondents. Data collection is done from various
customers through Google forms. Questionnaire was prepared for
collecting data. Questions in the questionnaire were close ended
questions.

SAMPLE SIZE
The sample was taken on random sampling in Bhopal. The sample size
designed for this project is 55 keeping in mind the paucity of time and
also the customer base of the organization in the research area.

DATA COLLECTION
Primary & Secondary Data was used.
• Primary data is collected through survey with the help of google
questionnaire.
• Secondary data is collected through websites & published
sources.

SAMPLING METHOD
Convenient Sampling Method

TOOLS OF ANALYSIS
I have used Questionnaire Method
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LIMITATIONS
• The respondents were limited and cannot be treated as the whole
population
• The accuracy of indications given by the respondents may not be
consider adequate
• Due to constraints of time and sample responsiveness, the sample
size is convenience.
• This research is confined to Bhopal.

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DATA ANALYSIS
&
INTERPRETATION

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 DATA ANALYSIS & INTERPRETATION

Q.1 what are the factors that influence you to visit Dmart.

Options Percentage of respondents

Shopping experience 43.6%
Word of mouth 7.3%
Attracted by ads 1.8%
All products under one roof 47.3%

50.00%

45.00%

40.00%

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%
shopping experience word of mouth attracted by ads all produts under one
roof

Interpretation
After conducting the survey, it has been found that 47.3% respondents
prefer to go for a good shopping experience which influences strong
conviction about the store. 43.6% respondents go to visit d mart as they
found all the product under one roof. 7.3% of respondents say that they
visit d mart by word of mouth and rest of the 1.8% respondents attracted
by ads.

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Q.2 What you normally see for in a product.

Options Percentage of respondents

Price 61.8%
Durability 20%
Uniqueness 12.7%
Style 5.5%

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
price durability uniqueness style

Interpretation
The survey shows that the majority of respondents see for price in a
product. 61.8% respondents are seeing for a price of a product whether
the price is low or high for a particular product. 20% are see durability
of product. 12.7% see the uniqueness of a product. 5.5% respondents
are seeing the style of a product whether the style is new or trendy.

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Q.3 A good choice of products is available at Dmart.

Option Percentage of respondents

Yes 74.5%
No 0%
May be 25.5%

26%

yes

0% No
May be

74%

Interpretation
74.5% respondents are satisfying good choice of products is available
at d mart. 25.5% respondents are not sure.

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Q.4 products sold at D mart is good value for money.

Options Percentage of respondents

Neutral 29.1%
Disagree 0%
Agree 60%
Strongly agree 10.9%

70.00%

60.00%

50.00%

40.00%

30.00% 60%

20.00%
29.10%
10.00%
10.90%
0%
0.00%
NEUTRAL DISAGREE AGREE STRONGLY AGREE

Interpretation
0% respondents are disagreeing with the product sold in D mart are
value for money. 29.1% respondents neutral with this matter. 60%
agreeing that products sold in D mart are value for money. 10.9% are
strongly agree.

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Q.5 A good product assortment in every category of good matching
customer preferences is available at D mart.

Options Percentage of respondents

Neutral 40%
Disagree 9.1%
Agree 47.3%
Strongly disagree 3.6%

Agree Disagree Neutral Strongly disagree

Interpretation
9.1% respondents selected the option ‘disagree’ and 3.6% respondents
selected the option “strongly disagree” because not latest product is
also available which leads to negative image in the customers mind
about the latest products. 40% respondents selected the option ‘neutral’
and 47.3% respondents selected the option ‘agree’ means the customer
are more convinced about the products and also latest products will
generate positive word mouth of the store and which leads to more
customers are purchasing the products.

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Q.6 D mart has the capacity to manage high crowd density at its store.

Options Percentage of respondents

Not satisfied 16.4%
Good 41.8%
satisfied 34.5%
Highly satisfied 7.3%

45.00%

40.00%

35.00%

30.00%

25.00%

41.80% Sales
20.00%
34.50%
15.00%

10.00%
16.40%
5.00%
7.30%
0.00%
NOT SATISFIED GOOD SATISFIED HIGLY STISFIED

Interpretation
16.4% respondents selected the option ‘Not satisfied’. 41.8%
respondents selected the option “Good”. 34.5% respondents selected
the option ‘Satisfied’. 7.3% respondents selected the option ‘Highly
satisfied. Hence the majority of respondents are satisfied with the
management of Dmart in accordance with high crowd density at its
store.

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Q.7 The billing system followed at D mart is found to customer
friendly.
Options Percentage of respondents
Strongly disagree 7.3%
Disagree 12.7%
Agree 78.2%
Strongly agree 1.8%

90.00%

80.00%

70.00%

60.00%

50.00%

40.00% 78.20%

30.00%

20.00%

10.00%
7.30% 12.70% 1.80%
0.00%
Strongly disagree Disagree Agree Stongly agree

Sales

Interpretation
7.3% respondents selected the option ‘strongly disagree’ and 12.7%
respondents selected the option “disagree”, because the customers felt
the billing system not proper in the D-mart. 61% respondents selected
the option ‘Agree’, because the billing technology will influence the
customers are it can easily accessible to the customer and also the staff
worker which leads to customer will not wait in the billing counter
which enhance the customer are more delightful about the store. 1.8%
respondents selected the option “strongly agree”. Hence as per the
majority of respondents are found to be satisfied with the customer
friendly billing system followed at Dmart.

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Q.8 Does billing take time at D mart and you experience it.

Option Percentage of respondents

Yes 52.7%
No 21.8%
May be 25.5%

Yes No May be

Interpretation
25.5% respondents selected the option ‘May be’ and 21.8%
respondents selected the option “No”. 52.7% respondents selected the
option ‘yes’, because the more number of customers are visiting to the
store and the and also not used proper billing technology so which leads
to customer are wait in the billing counter.

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Q.9 Do you find the parking facility according to customer footfall.

Option Percentage of respondents

Yes 81.8%
No 18.2%

yes no

Interpretation
18.2% of them found that the parking system is “not good”, because
lighting facility is not proper and 81.8% of them found the parking
system “good”. Because store is providing the good parking facility for
the customer and also the place is efficiently available for park the
vehicles. The majority of respondents found the parking system is
good.

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Q.10 Are you satisfied with overall service provided by store.

Option Percentage of respondents

Yes 89.1%
No 10.9%

Yes No

Interpretation
10.9% of them are not satisfied because the customer felt that not
proper service available in the store with overall service provided by
store. 89.1% of them are satisfied with the service provided by store.
which increases the customer are more loyal to the store and also
increases the perception behaviour which leads to the purchase the
products. The majority of respondents are satisfied with the overall
service provided by store.

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Q.11 Are you satisfied with staff helpfulness and staff politeness.

Option Percentage of respondents

Yes 90.9%
No 9.1%

Yes No

Interpretation
9.1% respondents not satisfied because the customer are experienced
that the staff are not helping while purchasing the products. 90.9%
respondents satisfied because the customer are felt staff are helpful
while purchasing the products and also they felt that staff are polite
while communicate with customer which leads to positive image about
the store. The majority of respondents are ‘satisfied’ with the staff
helpfulness & staff politeness.

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FINDINGS

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 FINDINGS
❖ After conducting the survey, it has been found that 47.3%
respondents prefer to go for a good shopping experience which
influences strong conviction about the store. 43.6% respondents
go to visit d mart as they found all the product under one roof.
7.3% of respondents say that they visit d mart by word of mouth
and rest of the 1.8% respondents attracted by ads.
❖ The survey shows that the majority of respondents see for price
in a product. 61.8% respondents are seeing for a price of a product
whether the price is low or high for a particular product. 20% are
see durability of product. 12.7% see the uniqueness of a product.
5.5% respondents are seeing the style of a product whether the
style is new or trendy.
❖ 74.5% respondents are satisfying good choice of products is
available at d mart. 25.5% respondents are not sure.
❖ 0% respondents are disagreeing with the product sold in D mart
are value for money. 29.1% respondents neutral with this matter.
60% agreeing that products sold in D mart are value for money.
10.9% are strongly agree.
❖ 9.1% respondents selected the option ‘disagree’ and 3.6%
respondents selected the option “strongly disagree” because not
latest product is also available which leads to negative image in
the customers mind about the latest products. 40% respondents
selected the option ‘neutral’ and 47.3% respondents selected the
option ‘agree’ means the customer are more convinced about the
products and also latest products will generate positive word
mouth of the store and which leads to more customers are
purchasing the products.
❖ 16.4% respondents selected the option ‘Not satisfied’. 41.8%
respondents selected the option “Good”. 34.5% respondents
selected the option ‘Satisfied’. 7.3% respondents selected the
option ‘Highly satisfied. Hence the majority of respondents are
satisfied with the management of D mart in accordance with high
crowd density at its store.

39
❖ 7.3% respondents selected the option ‘strongly disagree’ and
12.7% respondents selected the option “disagree”, because the
customers felt the billing system not proper in the D-mart. 61%
respondents selected the option ‘Agree’, because the billing
technology will influence the customers are it can easily
accessible to the customer and also the staff worker which leads
to customer will not wait in the billing counter which enhance the
customer are more delightful about the store. 1.8% respondents
selected the option “strongly agree”. Hence as per the majority of
respondents are found to be satisfied with the customer friendly
billing system followed at D mart.
❖ 25.5% respondents selected the option ‘May be’ and 21.8%
respondents selected the option “No”. 52.7% respondents
selected the option ‘yes’, because the more number of customers
are visiting to the store and the and also not used proper billing
technology so which leads to customer are wait in the billing
counter.
❖ 18.2% of them found that the parking system is “not good”,
because lighting facility is not proper and 81.8% of them found
the parking system “good”. Because store is providing the good
parking facility for the customer and also the place is efficiently
available for park the vehicles. The majority of respondents found
the parking system is good.
❖ 10.9% of them are not satisfied because the customer felt that not
proper service available in the store with overall service provided
by store. 89.1% of them are satisfied with the service provided by
store. which increases the customer are more loyal to the store
and also increases the perception behaviour which leads to the
purchase the products. The majority of respondents are satisfied
with the overall service provided by store.
❖ 9.1% respondents not satisfied because the customer are
experienced that the staff are not helping while purchasing the
products. 90.9% respondents satisfied because the customer are
felt staff are helpful while purchasing the products and also they
felt that staff are polite while communicate with customer which
40
leads to positive image about the store. The majority of
respondents are ‘satisfied’ with the staff helpfulness & staff
politeness.

41
CONCLUSION &
SUGGESTIONS

42
 CONCLUSION
D mart is a hypermarket as it provides various kinds of goods like
apparels, grocery, stationary, food items, electronic items, leather
items, watches, jewellery, crockery, decorative items, chocolates and
many more. It completes all socially stores of different product which
provides good at a discounted rate all throughout the year. It holds a
large customer based and it seemed from the study that the customer is
quite satisfied with D mart. The customers are also satisfied with some
services like complaints & return handling, packaging / gift wrapping,
information from the store, safety of personal things, alteration,
refreshment facilities, shopping carts as well as the pricing of these
services. However, many services fall short of the expectations of the
customers, e.g. parking, billing facilities, store environment,
warranties. It can be concluded that customer satisfaction is very
important. Thus, though customer satisfaction does not guarantee
repurchase on the part of the customers but still it plays a very
important part in ensuring customer loyalty and retention. Therefore,
organizations should always strive to ensure that their customers are
very satisfied. D-mart also has huge Verity of product all under one roof
which is one of its largest competencies.

43
 SUGGESTIONS
❖ The company has to give more advertisement on its company and
products because respondents know it’s by added are only of
1.8%.
❖ The company give attention to product durability because 20%
are looking durability in product while buying them.
❖ The display in store may improve by adding attractive things in
it. New things like more attractive colors on the display which
attract the children and new trendy items which attract the
youngsters and things which attract the old people.
❖ Company should not raise their product price because 60% are
looking price in product while buying system. As most of the
Indians are living in middle class family they look for the price of
the products so it has to maintain the same price for the products.
❖ It has to maintain the current billing system.
❖ Offers and Discounts are needed to be provided more, as it is the
main reason behind purchasing.
❖ Billing process should be improved as most of the customers are
dissatisfied with it.

44
BIBLIOGRAPHY

45
 BIBLIOGRAPHY
1. Fornell, C. (1992), “A national customer satisfaction barometer:
the Swedish experience”, Journal of Marketing, Vol. 56, No. 1,
pp. 6-21.
2. Hamburg, C. and Koschate, N. (2004), “How do consumers react
to price increases”, International Journal of Research in
Marketing, Vol. 26 No. 4.
3. Söderlund, Magnus and Rosengren, Sara (2007), “Receiving
word-of-mouth from the service customer: An emotion-based
effectiveness assessment”, Journal of Retailing and Consumer
Services, Vol. 14 Iss: 2, pp. 123-136.

List of websites referred:

1. www.D.Mart.com
2. www.google.com
3. www.Dmartabout.com
4. www.article.com
5. www.article.com
6. www.wikepedia.com
7. www.slideshare.com
8. www.quora.com

46
ANNEXURE

47
 QUESTIONNAIRE
Name : _________________________________
Address : _________________________________
Contact No : _________________________________

Q.1 what are the factors that influence you to visit D mart.
1. Shopping experience
2. Word of mouth
3. Attracted by ads
4. All products under one roof

Q.2 What you normally see for in a product.

1. Price
2. Durability
3. Uniqueness
4. Style

Q.3 A good choice of products is available at D mart.

1. Yes
2. No
3. May be

Q.4 products sold at D mart is good value for money.

1. Neutral
2. Disagree
3. Agree
4. Strongly agree

Q.5 A good product assortment in every category of good matching

customer preferences is available at D mart.
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 1. Neutral
2. Disagree
3. Agree
4. Strongly disagree

Q.6 D mart has the capacity to manage high crowd density at its store.
1. Not satisfied
2. Good
3. satisfied
4. Highly satisfied

Q.7 The billing system followed at D mart is found to customer

friendly.
1. Strongly disagree
2. Disagree
3. Agree
4. Strongly agree

Q.8 Does billing take time at D mart and you experience it.
1. Yes
2. No
3. May be

Q.9 Do you find the parking facility according to customer footfall.

1. Yes
2. No

Q.10 Are you satisfied with overall service provided by store.

1. Yes
2. No

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Q.11 Are you satisfied with staff helpfulness and staff politeness.
1. Yes
2. No

50