A Study of measurements on customer satisfaction towards Super K

supermarket in Kadapa city

History of super market

In 1966, Super Bazar in Connaught Place opened its doors to Delhiites offering reasonably priced
products ranging from vegetables to transistors.
But in less than 40 years, ‘India’s first supermarket’, which was started as a panacea for price
rise, shut down owing to losses and alleged mismanagement and corruption.
The New Delhi Municipal Council building that housed Super Bazar till 2002 stands decrepit.
Once host to thousands of consumers daily, the six-store structure now houses a banyan tree with
its branches jutting out of rusted and broken windows.
Nearly two decades of neglect have taken a toll on the building. Parts of it have fallen in, exposing
iron rods. The sun-burnt white paint has peeled off at some areas leaving behind red patches. At
the entrance, a board reads ‘Super Bazar’.

Growth of super Market in India

The Supermarket in India is distinctive in some ways, primarily thanks to the range of consumers
and therefore the unique distribution models of the retail sector. From mom-and-pop stores to large
supermarkets to online grocery stores, the grocery business in India operates across
channels. However, most of India's grocery business happens through the unorganized sector,
which mainly comprises commissary, also referred to as kiranas. There are over 12 million
commissaries in India and account for over 90% share of the Indian F&G market, which is
predicted to succeed in USD 810 Billion by 2020.Indians have traditionally relied on mom-and-
pop stores for his or her monthly food & grocery needs. These stores have a private reference to
their customers and are well versed in customer preferences, which successively enables them to
stock locally relevant products Between 2013 and 2019, India’s food & grocery market doubled
from $300 billion to $600. Growth during this period was driven by traditional retailers – popular
local corner shops that provide an assortment of products. within the initiate to 2024, researchers
from Red Seer Consulting and Big Basket Brand Intelligence expect another ~$200 billion jump
– this point driven by new segments. Traditional retail’s shrinking market share will remain
dominant, in and around the 90% level. On the incline, however, is modern retail–organized
versions of corner shops that are within the spotlight as retailers consider more formalized business
models. There are more than 435,000+ supermarkets in India and over 30,000+ supermarkets in
the United States. Reliance Retail is the biggest supermarket chain in India in terms of revenues
as well as footprints.
About Super K supermarket

SuperK is the fastest growing supermarket chain in Andhra Pradesh, driven by its mission to bring
modern retail experiences to the tier 3 and beyond towns of India. Started by experienced
entrepreneurs from BITS Pilani, SuperK is empowering entrepreneurs from small towns to easily
own and operate supermarkets using its data-driven, tech-enabled systems and inventory-light
business model, along with the benefits of procurement, intelligence, branding and marketing at
scale. SuperK was co-founded by Anil and Neeraj. Both seasoned entrepreneurs with strong and
diversified skill sets, they began their adventure in college at BITS Pilani. With origins in Andhra
Pradesh, the trade of staples and FMCG products has long been a part of their family's business,
which has resulted in highly organic motivations and knowledge of the market.
The top 10 supermarkets in India are the following:

1. Big Bazaar
2. DMart
3. Star Bazar
4. Hyper city
5. Reliance Fresh
6. Spar
7. Spencer’s Retail
8. More Retail
9. Food world
10 .Reliance SMART
11 . Super K

Customer Satisfaction:
Customer satisfaction is the most important concept in the companies .company should identify
the customer needs and wants and act accordingly to satisfy them. companies need to assess the
customer expectations on continuous basis as their tastes and preferences are subjected to change
with time. To full fill the customer requirement and make effective customer satisfaction study is
undertaken with the following objectives.
The telling factor in the companies in the long run fortunes will be the account of customer
satisfaction that it managers to generate. But it does not mean the companies soal aim is to
customer satisfaction. If that where the case, it should simply doubt the best product and services
in the world and price id below cost. There buy it would be creating satisfaction customer
satisfaction but in the long run it would be also being out of business customer satisfaction like
happiness achieved by rendering substation forms of assistance rather by direct pursuit.
Customer a business term is a measure of hoe products and services applied by a company meet
surpass customer expectations. It is seen as a keen performance indicator with in business and is
part of the four perspectives of balanced scope card.
In a competitive market place where business complete for customers, customer satisfaction is
seen as a key differentiator and increasingly has became a key element of business strategy.
Increasing competition whether for - profit or non-profit is forcing business to pay much more
attention to satisfying customers.
Customer Switching:
The switching path is triggered by a factor that changes the present relationship between customers
and supplier by somehow making the customer aware of different reasons for switching .the
initiating factor affects the entire switching path .there are three different trigger: external ,internal
and the company that the customer has switched to has served as some kind of comparative object
visas the company with which he has the relationship .the new company has perhaps changed has
improve its business concept . is a new competitor, or simply can offer something that the former
company could not. during the process, the customer begins the consider a change and becomes
sensitive to the various factors that finally lead to a switch. The time can span vary and here termed
process duration. The main reason for switching according to the customer, is called the push
factor there are also tip factors, which alone cannot speed up or extend the switching process but
which cam expedite or delay the path that the customer goes through while considering a change.
even other factors could be classified as causes for switching since the along could lead to
switching the only be consider factors.
The factors are not classified as switching causes but as sub – push factor because the response do
not consider then to be the main reason for switching even is a customer as switched. there can be
why he could considered to the first company, buy the force of a pull factors. even if a customer
breaks the relation with a company, it is important that to stress that the break should be Handled
professionally and end to friendly terms. the former customer is otherwise likely spread negative
word-of-mouth.
Measuring the Customer Satisfaction:
Organizations are increasingly interested in retaining existing the customers while non customers,
measuring customer satisfaction provides an indication of how successful organization is at
providing the products and services the market place.
Customer satisfaction is an ambiguous and abstract and concept and actual state of satisfaction
while vary from person to person and product psychological and physical variables which correlate
with satisfaction behaviors such as return and recommend rate. The level satisfaction can also vary
depending on other options the customer may have the other products against which the customer
can compare the organization product.
Customer satisfaction is to the success. Getting your customer to tell you what’s good about your
products or services, and where you need improvement helps you to ensure that your business
measures up to their expectations. The Attached file contains a customer satisfaction survey form
designed to help gather. This important information .it was designed to make it easy for customer
to fill out and to make it easy for you to quickly customize to exactly match your company
activities.
NEED FOR THE STUDY:
Customer satisfaction is the most important concept in the companies. company should
identify the customer needs and wants and act accordingly to satisfy them. companies need to
assess the customer expectations on continuous basis as their tastes and preferences are subjected
to change with time. To fulfil the customer requirement and make effective customer satisfaction
study is undertaken with the following objectives.

OBJECTIVES OF THE STUDY:

To identify and assess the factors of customer satisfaction towards Super K supermarket.
To measure the level of customer satisfaction and its influence on sales super k supermarket.

RESEARCH DESIGN
The quality of the project work will depend on the methodology adopted for the study.
Methodology in turn depends upon the nature of the project work. The main strength of my report
comes from the collecting, synthesizing and analysing information, which must have a bearing on
the defined problem.
Research Design is a statement or specification of procedures for collecting and analysing the
information required for the solution of some specification problem. It provides a scientific
framework for conducting source research investigation.

Research Design is basically three types:

1. Exploratory Research Design:
Exploratory research is used when one is not conversant with the problem environment.
Such type of investigation is mainly concerned in determining the general nature of the problem
and the variables related to it.

2. Descriptive Research Design:

This design is determined for some definite purpose. It is based on the personal
characteristics of the respondents. It is focused on the accurate description of the variables
presented in the problem.

3. Casual Research Design

This designs attempts to specify the nature of functional relationship between two or more
variables present in the problem environment.

I preferred to use Descriptive research design for my project report to get accurate result for
the problem.

SOURCES OF DATA:
Data sources can be classified in to two types:
Primary Data:
Primary data consist of original information collected for specific purpose. In this study
primary data has been used. To obtain this primary data a well-structured questionnaire was
prepared on a five point scale and Schedule was used to meet the samples face to face and to get
response.

Scale consists of
▪ Highly satisfied, Satisfied, Neutral, Dissatisfied, Highly Dissatisfied
▪ Strongly agree, Agree, Neutral, Disagree, Strongly Disagree
 ▪ Dichotomous Questions (Yes/No)
Secondary Data:
The secondary data consist of information that already existing somewhere has been
collected for another purpose. Any researcher begins the research work by first going through
secondary data. Secondary data includes the information available with the company. It may be
the finding of research previously done in the field. Secondary data can also be collected from the
magazines, newspapers, internet, was collected by the researcher.

SAMPLING SIZE, METHOD & STATISTICAL TOOLS:

“Sampling may be defined as the selection of an aggregate or totally on the basis of which
a judgment of reference about the aggregate of totally is made.

The importance of sampling is that, it allowed in concentrating our attention upon a

relatively smaller number of people and hence to devote more energy to ensure that the information
collected from them is accurate, less time consuming, less cost and more reliable information.
Sampling is simply the process of learning about the entire population on the basis of sampling
drawn from it, studied and the conclusion was made.

The process of sampling involves three steps.

1. Selecting the sample
2. Collecting the information
3. Making the inferences of the population.
SAMPLING METHOD:
Convenience Sampling Where, the researcher questions anyone who is available, this
method is quick and cheap. However we do not know how to represent the sample is and how
reliable the result is. Convenience-sampling method was used for this project because of
population size is very large. The researcher used questionnaire to collect the views and valuable
suggestions from the customers of super K supermarket in Kadapa.

SAMPLE SIZE:
The sample size of the research is 100 super K supermarket in Kadapa.
RESEARCH INSTRUMENT:
The instrument used for the research is a “Well Structured questionnaire & Schedule”.
Questionnaire is administered on the sample respondents.

STATISTICAL TOOLS USED: -

Simple percentage analysis & weighted average method

Simple percentage analysis has been used to analyse the data, bar charts have been used to
represent the data in the graphical form.

Simple percentage = No. of respondents / Total no. of respondents X 100

Weighted Average = Total No. Of Respondents / No. Of Respondents
ANALYSIS AND INTERPRETATIONS

Particulars Frequency Percent %

Gender
Male 70 70%
Female 30 30%
Age
17-25 70 70%
26-35 20 20%
36-45 6 6%
46-60 4 4%
Above 60 - -
Education
Undergraduate 45 45%
Graduation 30 30%
Postgraduation 25 25%
Monthly income
Less than 10000 30 30%
10001-20000 25 25%
20000-30000 22 22%
30000-40000 12 12%
40000-50000 4 4%
50000-Above 7 7%
Working Status
Employee 23 23%
Employer 23 23%
House wife 4 4%
Student 38 38%
Retired 3 3%
Unemployed 9 9%
TOTAL 100 100%

• The study has found that out of 100 respondents, 70 (70%) male and 30 (30%) females
respectively at super k supermarket in kadapa city. Hence it can be interpreted that men are
more inclined than women in super k supermarket in kadapa city.
• The study has found out of 100 respondents, 70 (70 %) customers are in age group of Below
17- 25 years, 20 (20%) respondents are in age group of 26-35 Years, 10(10 %) From the
results that respondents in the age group of 26 - 35 Years, 17 - 25 Years are interested super
k supermarket in kadapa city.
• It is observed from the study that among 100 respondents, 45 (45 %) respondents are having
undergraduates education, 30 (30%) respondents are graduates and 25( 25%) respondents
 are postgraduates. Hence it can be observed that respondents with under graduation and
graduation studies are more visit super k supermarket in kadapa city.. Educations play an
imported role to give preferences and expectations super k supermarket in kadapa city.
• From the study Employee 23 (23 %), Employer 23 (23 %), student 38 (38 %) House wife
4 (4%), Retired 3 (3%) and unemployed 9 (9%). Hence it can be understood that salaried
employees, employer, students and House wife to make happy and joy super k supermarket
in kadapa city.
• Most of the respondents belong to income groups, 30 (30 %) respondents have monthly
income Up to Rs. less than – 10000 , 25 (25 %) respondents are having monthly income of
Rs. 10,001-20,000, 12 (12 %) respondents are having monthly income of Above
Rs.30,001-40,000. Hence it can be understood that monthly income group of above Rs
40,001-50,000 and followed by Rs Less than - 10,000 and 10,001-20,000 are the sample
mostly represents the middle class income preferred to visits super k supermarket in kadapa
city.

Do you like super K

Yes 52 52%
No 48 48%
Span of Association with this Super K
Less then - 3 Month 63 63%
6 month 18 18%
One year 19 19%
Which days you like shopping Super K
Normal Days 49 49%
Weekends 51 51%
How many times do you visit a super K in month
1-2 times 68 68%
2-3 times 10 10%
3-4 times 14 14%
4 times 8 8%
what time do you purchased super K supermarket
Morning time 29 29%
Afternoon time 17 17%
Evening time 45 45%
Night time 9 9%
The approximate time you spend at a super K
30 min 29 29%
1 hour 41 41%
2 hour 30 30%
Mode of payment
Cash in hand 60 60%
Debit card 5 5%
credit card 5 5%
Net banking 3 3%
Wallet (Paytm ,Phone pe) 27 27%
Sources of Awareness on food delivery
Friends 57 57
Family 25 25
T.V 5 5
Radio 1 1
Newspapers 8 8
Internet 4 4
Total 100 100

• The study found that out of 100 respondents 52 (52%) to like super K and 48 (48.%)

negligible to like super K

• From the research study results 63 (63 %) Less then - 3 Month 11 Span of Association

with this Super K 18 (18%) 6 month span of association ,19 (19%) one year span of

association with super K supermarket .Results indicated most of the respondent less than -

3 month span of association.

• The results show the 100 respondents are showing the interest 49 (49 %) customers can

show to visit the super K supermarket at normal days and 51 (51 %) visit the super K

supermarket in weekend. From the research study Customer showing much more interest

weekend’s days to super K supermarket in kadapa city.

• From this research analysis 100 respondents stated that time you like to super K

supermarket in kadapa city per a day that is Morning times 29 (29 %), afternoon time 17

(17 %), Evening time 45 (45 %) and Night time 5 (9%).Most of the customers super K

supermarket in kadapa city per day at morning and Night time.

• The research study 100 identified that super K supermarket in kadapa city, 30 Min times

29 (29%),1 hour 41 (41 %), and 2 hour 30( 30 %). Most respondents are showing to super

K supermarket in kadapa city at 1 hour and 30 Min times respectively.

• From the research analysis 100 respondent stated mode of payment cash in delivery 60 (

60 %), debit card 5 (5%), credit card 5 (5 %), Net banking 3 (3 %) and wallet 27 (27 %).

Respondent shows interest to making payment Wallet (Paytm ,Phonepe) and cash in hand

super K supermarket in kadapa city

• Majority of 100 respondents get sources of awareness in super K supermarket in kadapa

city through friends 57 (57%), family Members 25 (25%), T.V 5 (5%), Radio 1(1%) ,

Newspaper 8(8%) internet 4 (4 %), From this study customer get more awareness in super

K supermarket by friends , family , and news papers .

1. Product variety: -

S.no Opinion of Respondents No . of Weighted Weighted

customers respondents score mean
1 Strongly 19 19% 5 95
Agree
2 Agree 12 12% 4 48
3 Neural 23 23% 3 69
4 Disagree 13 13% 2 26
5 Strongly 33 33% 1 33
Disagree
TOTAL 100 100 271

WEIGHTED AVERAGE =271/100

35 33

30

25 23

20
19

15
12 13

10

5
19% 12% 23% 13% 33%
0
1 2 3 4 5

NO. OF RESPONDENTS PERCENTAGE

INTERPRETATION:
From the above table and graph it is noted that the respondents opined about the product variety
is neutral with the weighted mean of 2.71
2. Parking
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 16 16% 5 80
Agree
2 Agree 8 8% 4 32
3 Neural 18 18% 3 54
4 Disagree 28 28% 2 56
5 Strongly 30 30% 1 31
Disagree
253

Weighted mean = 253/100 = 2.53

parking
35
29 30
30

25

20 18
16
15

10 8
5
16% 8% 18% 28% 30%
0
1 2 3 4 5
No. of Respondents percentage

Interpretation:
From the above table and graph it is noted that the respondents opined that the about the parking
is agree with the weighted mean is 2.53
3. Quality of merchandise
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 19 19% 5 95
Agree
2 Agree 12 12% 4 48
3 Neural 18 18% 3 54
4 Disagree 21 21% 2 42
5 Strongly 30 30% 1 31
Disagree
270
Weighted mean = 270/100 = 2.70

Quality of Merchandise
35
30
30

25
21
20
19 18
15 12
10

5
19% 12% 18% 21% 30%
0
1 2 3 4 5
Respondents percentage

Interpretation:
From the above table and graph it is noted that the respondents opined about the Quality of
merchandise is neutral with the weighted mean of 2.70
4. Safe for shopping
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 21 21% 5 105
Agree
2 Agree 11 11% 4 44
3 Neural 25 25% 3 75
4 Disagree 12 12% 2 24
5 Strongly 31 31% 1 31
Disagree
279

Weighted mean = 2.79

Safe For Shopping

35
30
30

25
21
20
19 18
15 12
10

5
19% 12% 18% 21% 30%
0
1 2 3 4 5
respondents percentage

Interpretation:
From the above table and graph it is noted that the opined of respondents about the safe for
shopping is neutral with the weighted mean is 2.79
5. Home delivery of products
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 20 20% 5 100
Agree
2 Agree 11 11% 4 44
3 Neural 20 20% 3 60
4 Disagree 20 20% 2 40
5 Strongly 29 29% 1 29
Disagree
273
Weighted mean =2.73

Home Delivery of Products

35

30
29

25
20 20 20
20

15
11
10

5
20% 11% 20% 20% 29%
0
1 2 3 4 5

respondents percentage

Interpretation:
From the above table and graph it is founded that opined of the respondents about the home
delivery of products is neutral with the weighted mean of 2.73
6. Pricing
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 11 11% 5 55
Agree
2 Agree 12 12% 4 48
3 Neural 30 30% 3 90
4 Disagree 16 16% 2 32
5 Strongly 31 31% 1 31
Disagree
256

Weighted Average = 2.56

Pricing
35
30 31
30

25

20
16
15 12
11
10

5
11% 12% 30% 16% 31%
0
1 2 3 4 5
Respondents

Interpretation:
From the above table and graph it is founded that opined of the respondents about the Pricing is
agree with the weighted mean of 2.56
7. The behaviour of employees in the store friendly attitude:
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 18 18% 5 90
Agree
2 Agree 21 21% 4 84
3 Neural 20 20% 3 60
4 Disagree 11 11% 2 22
5 Strongly 30 30% 1 30
Disagree
286

Weighted Average = 2.86

The behaviour of Employees in the Store

35
30
30

25
21 20
20 18
15
11
10

5
18% 21% 20% 11% 30%
0
1 2 3 4 5
Respondents percentage

Interpretation:
From the above the table and graph it is inferred that responded opined that the behaviour of
employees in the store friendly attitude weighted mean is 2.86
8. The navigations and signs boards arranged correctly and easy for customers to move
around the store
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 16 16% 5 80
Agree
2 Agree 18 18% 4 72
3 Neural 18 18% 3 54
4 Disagree 17 17% 2 34
5 Strongly 31 31% 1 31
Disagree
271

Weighted Average mean = 2.71

The Navigations and Sign Boards

35
31
30

25

20 18 18 17
16
15

10

5
16% 18% 18% 17% 31%
0
1 2 3 4 5
Respondents percentage

Interpretation:
Research stated that navigations and signs boards arranged correctly and easy for customers to
move around the store is neutral with weighted mean is 2.71
9. Products are hygienically packed
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 16 16% 5 80
Agree
2 Agree 16 16% 4 64
3 Neural 19 19% 3 57
4 Disagree 22 22% 2 44
5 Strongly 27 27% 1 27
Disagree
272

Weighted Average Mean = 2.72

Products are Hygienically Packed

30
27
25
22
20
19
16 16
15

10

5
16% 16% 19% 22% 27%
0
1 2 3 4 5
Respondents percentage

Interpretation:
Responded stated that above table and graph it is founded that opined of the respondents about
the Product are hygienically packed is neutral with Weighted average mean is 2.72
10. You feel comfortable shopping
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 26 26% 5 130
Agree
2 Agree 18 18% 4 72
3 Neural 18 18% 3 54
4 Disagree 17 17% 2 34
5 Strongly 21 21% 1 21
Disagree
311
Weighted Average mean = 3.11

You feel Comfortable Shopping

30
26
25
21
20 18 18 17
15

10

5
26% 18% 18% 17% 21%
0
1 2 3 4 5
Respondents percentage

Interpretation:
From the above table and graph it is founded that opined of the respondents about the You feel
comfortable shopping with the weighted mean is 3.11
11 . Offers and comfortable shopping
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 16 16% 5 80
Agree
2 Agree 15 15% 4 60
3 Neural 20 20% 3 60
4 Disagree 23 23% 2 46
5 Strongly 26 26% 1 26
Disagree
472
Weighted Average mean =4.72

offers and Comfortable Shopping

30
26
25 23
20
20
16 15
15

10

5
16% 15% 20% 23% 26%
0
1 2 3 4 5
Respondents percentage

Interpretation:
From the above table and graph it is noted that the respondents opined about the Offers and
discount at all time is weighted average mean is 4.72
12. Proper Handling problems and complaints
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 15 15% 5 75
Agree
2 Agree 20 20% 4 80
3 Neural 20 20% 3 60
4 Disagree 17 17% 2 34
5 Strongly 28 28% 1 28
Disagree
277

Weighted Average Mean = 2.77

Chart Title
30 28

25
20 20
20
17
15
15

10

5
15% 20% 20% 17% 28%
0
1 2 3 4 5
Respondents percentage

Interpretation:
From the above table and graph it is noted that the respondents opined about the Proper Handling
problems and complaints is weighted average is 2.77
13.Professional appearance of staff
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 14 14% 5 70
Agree
2 Agree 20 20% 4 80
3 Neural 19 19% 3 57
4 Disagree 20 20% 2 40
5 Strongly 27 27% 1 27
Disagree
274

Weighted Average Mean 2.74

Proffesional Appereance of satff

30
27
25
20 19 20
20

15
14

10

5
14% 20% 19% 20% 27%
0
1 2 3 4 5
respondents percentage

Interpretation:
From the above table and graph it is noted that the respondents opined about the Professional
appearance of staff is Weighted average is 2.74
14.In Time delivery activities
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 13 13% 5 65
Agree
2 Agree 18 18% 4 72
3 Neural 26 26% 3 78
4 Disagree 16 16% 2 32
5 Strongly 27 27% 1 27
Disagree
274

Weighted Average is 2.74

In Time delivery Activities

30
26 27
25

20 18
16
15 13

10

5
13% 18% 26% 16% 27%
0
1 2 3 4 5
respondents percentage

INTERPREATATION:

From the above table and graph it is noted that the respondents opined about in time delivery
activities is weighted average 2.74
15 .Membership cards
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 31 31% 5 155
Agree
2 Agree 22 22% 4 88
3 Neural 21 21% 3 63
4 Disagree 13 13% 2 26
5 Strongly 13 13% 1 13
Disagree
345

Weighted Average mean = 3.45

Membership cards
35
31
30

25 22 21
20

15 13 13

10

5
31% 22% 21% 13% 13%
0
1 2 3 4 5

respondents Percentage

INTERPREATATION:
From the above table and graph it is noted that the respondents opined about the Membership
cards is weighted average is 3.45
16. Gift vouchers and coupons
Opinion of Respondents %of Weighted Weighted
S.no customers respondents score mean
1 Strongly 11 11% 5 55
Agree
2 Agree 20 20% 4 80
3 Neural 20 20% 3 60
4 Disagree 22 22% 2 44
5 Strongly 27 27% 1 27
Disagree
266

Weighted average mean = 2.66

Gift Vouchers and Coupons

30
27
25
22
20 20
20

15
11
10

5
11% 20% 20% 22% 27%
0
1 2 3 4 5
Respondents Percentage

Interpretation:
From the above table and graph it is noted that the respondents opined about the Gift vouchers
and coupons of weighted average mean is 2.66
17. Modern outlook and equipment
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 16 16% 5 80
Agree
2 Agree 19 19% 4 76
3 Neural 20 20% 3 60
4 Disagree 20 20% 2 40
5 Strongly 25 25% 1 25
Disagree
281
Average weighted mean =2.81

Modern outlook and Equipment

30
25
25

19 20 20
20
16
15

10

5
16% 19% 20% 20% 25%
0
1 2 3 4 5

respondents Percentage

INTERPREATATION:

From the above table and graph it is noted that the respondents opined about the Modern
outlook and equipment of weighted average mean is 2.81
18 . Sending catalos to your E-mails/post
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 13 13% 5 65
Agree
2 Agree 13 13% 4 52
3 Neural 17 17% 3 51
4 Disagree 26 26% 2 52
5 Strongly 31 31% 1 31
Disagree
251

Weighted Average Mean = 2.51

sending catalos to Emails / post

35
31
30
26
25

20 17
15 13 13
10

5
13% 13% 17% 26% 31%
0
1 2 3 4 5
Respondents percentage

Interpretation:
From the above table and graph it is noted that the respondents opined about the sending catalos
to your E-mail/post is weighted average mean is 2.51
19. Customer care support
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 13 13% 5 65
Agree
2 Agree 20 20% 4 80
3 Neural 19 19% 3 57
4 Disagree 18 18% 2 36
5 Strongly 30 30% 1 30
Disagree
268

Weighted average mean = 2.68

Customer care support

35
30
30

25
20 19
20 18

15 13

10

5
13% 20% 19% 18% 30%
0
1 2 3 4 5

respondents Percentage

INTERPREATATION:

From the above table and graph it is noted that the respondents opined about the customer care
support is weighted average mean is 2.68
20. Computerized Billing
S.no Opinion of Respondents %of Weighted Weighted
customers respondents score mean
1 Strongly 22 22% 5 110
Agree
2 Agree 20 20% 4 80
3 Neural 16 16% 3 48
4 Disagree 17 17% 2 34
5 Strongly 25 25% 1 25
Disagree
2.97
Weighted average mean = 2.97

Computerizied Billing
30
25
25
22
20
20
16 17
15

10

5
22% 20% 16% 17% 25%
0
1 2 3 4 5
Respondents Percentage2

INTERPRETATION:

From the above table and graph it is noted that the respondents opined about the Computerized
billing is weighted average mean is 2.97
21 .Complaints and returns handling
S.no Opinion of Respondents %of Weighted Weighted
customers Respondents score mean
1 Strongly 13 13% 5 65
Agree
2 Agree 13 13% 4 52
3 Neural 25 25% 3 75
4 Disagree 22 22% 2 44
5 Strongly 27 27% 1 27
Disagree
263
Weighted average mean =2.63

Complaints and reaturns Handling

30
27
25
25
22
20

15 13 13

10

5
13% 13% 25% 22% 27%
0
1 2 3 4 5
Respondents percentage

Interpretation:
From the above table and graph it is noted that the respondents opined about the complaints and
returns handling is weighted average mean is 2.63
22 . Easy checkout system
s.no Opinion of respondents % of Weighted Weighted
Customers respondents score mean
1 Strongly 16 16% 5 80
agree
2 Agree 13 13% 4 52
3 Neutral 20 20% 3 60
4 Disagree 27 27% 2 54
5 Strongly 24 24% 1 24
Disagree
Total 100 100 270

Weighted average =270/100

=2.70

Easy Checkout System

30
27
25
25
22
20

15 13 13

10

5
13% 13% 25% 22% 27%
0
1 2 3 4 5
respondents Percentage

Interpretation:
From the above table and graph it is founded that opined of the responded about the Easy
checkout system 2.70
23 . Interior and exterior decorations are beautification are wonderful:
s.no Opinion of respondents % of Weighted Weighted
customers respondents score mean
1 Strongly 18 18% 5 90
agree
2 Agree 18 18% 4 72
3 Neutral 17 17% 3 51
4 Disagree 13 13% 2 26
5 Strongly 34 34% 1 34
disagree
Total 100 100 273
Weighted average =273/100
=2.73

Interior and Exterior Decorations are beautiful

40
34
35

30

25

20 18 18 17
15 13
10

5
18% 18% 17% 13% 34%
0
1 2 3 4 5
Respondents Percentage

Interpretation:
From the above table and graph it is founded that opined of the responded about the Provides
Interior and exterior decorations are beautification are wonderful 2.73
24. Provides displays and demonstration take place at the point -of-purchase:
S.no Opinion of Respondents % of Weighted Weighted
Customers respondents score mean
1 Strongly agree 21 21% 5 105
2 agree 14 14% 4 56
3 Neutral 14 14% 3 42
4 disagree 25 25% 2 50
5 Strongly disagree 26 26% 1 26
total 100 100 279

Weighted average=279/100
=2.79

Display and Demonstration place

30
25 26
25
21
20

15
14 14

10

5
21% 14% 14% 25% 26%
0
1 2 3 4 5

Respondents Percentage

Interpretation:
From the above table and graph it is founded that opined of the responded about the Provides
displays and demonstration take place at the point -of-purchase is neutral 2.79
Findings:
• The study has found that out of 100 respondents, 70 (70 %) male and 30 (30%) females
respectively at super k supermarket in kadapa city. Hence it can be interpreted that men are
more inclined than women in super k supermarket in kadapa city.
• The study has found out of 100 respondents, 70 (70 %) customers are in age group of Below
17- 25 years, 20 (20%) respondents are in age group of 26-35 Years, 6 (6 %) From the
results that respondents in the age group of 17-25 Years, 26-35 Years are interested super
k supermarket in kadapa city.
• It is observed from the study that among 100 respondents, 45 (45 %) respondents are having
undergraduates education, 30 (30 %) respondents are graduates and 25 (25%) respondents
are postgraduates. Hence it can be observed that respondents with post graduation and
graduation studies are more visit super k supermarket in kadapa city.. Educations play an
imported role to give preferences and expectations super k supermarket in kadapa city.
• From the study Employee 23 (23 %), Employer 23 (23 %), student 4 (4 %) House wife 38
(38%), Retired 3 (3%) and self-employed 9 (9 %). Hence it can be understood that salaried
employees, employer, students and House wife to make happy and joy super k supermarket
in kadapa city.
• Most of the respondents belong to income groups, 30 (30 %) respondents have monthly
income Up to Rs.less than – 10000 , 25 (25 %) respondents are having monthly income of
Rs. 10,001-20,000, 12 (12 %) respondents are having monthly income of Above
Rs.30,001-40,000. Hence it can be understood that monthly income group of above Rs
40,001-50,000 and followed by Rs Less than - 10,000 and 10,001-20,000 are the sample
mostly represents the middle class income preferred to visits super k supermarket in kadapa
city.
• The study found that out of 100 respondents 52 (52%) to like super K and 48 (48%)
negligible to like super K.
• From the research study results 63 (63%) Less then - 3 Month 11 Span of Association
with this Super K 18 (18%) 6 month span of association ,19 (19%) one year span of
association with super K supermarket .Results indicated most of the respondent less than -
3 month span of association.
• The results show the 100 respondents are showing the interest 49 (49 %) customers can
show to visit the super K supermarket at normal days and 51 (51 %) visit the super K
supermarket in weekend. From the research study Customer showing much more interest
weekend’s days to super K supermarket in kadapa city.
• From this research analysis 100 respondents stated that time you like to super K
supermarket in kadapa city per a day that is Morning times 29 (29 %), afternoon time 17
 (17%), Evening time 45 (45 %) and Night time 9 (9%).Most of the customers super K
supermarket in kadapa city per day at morning and Evening time.
• The research study 100 identified that super K supermarket in kadapa city, 30 Min times
29 (29%),1 hour 41 (41 %), and 2 hour 9 (30 %).Most respondents are showing to super
K supermarket in kadapa city at 1 hour and 2 hours times respectively.
• From the research analysis 100 respondent stated mode of payment cash in delivery 60 (
60 %), debit card 5(5%), credit card 5 (5 %), Net banking 3 (3 %) and wallet 27 (27 %).
Respondent shows interest to making payment Wallet (Paytm ,Phonepe) and cash in hand
super K supermarket in kadapa city
• Majority of 100 respondents get sources of awareness in super K supermarket in kadapa
city through friends 57 (57%), family Members 25 (25%), T.V 5 (5%), Radio 1(1%) ,
Newspaper 8 (8%) internet 4 (4 %), From this study customer get more awareness in super
K supermarket by friends , family , and news papers.

• From the above table and graph it is noted that the respondents opined about the product
variety is neutral with the weighted mean of 2.74.
• From the above table and graph it is noted that the respondents opined that the about the
parking is agree with the weighted mean is 2.502.
• From the above table and graph it is noted that the respondents opined about the Quality
of merchandise is neutral with the weighted mean of 2.673
• From the above table and graph it is noted that the opined of respondents about the safe for
shopping is neutral with the weighted mean is 4.802
• From the above table and graph it is founded that opined of the respondents about the home
delivery of products is neutral with the weighted mean of 2.72
• From the above table and graph it is founded that opined of the respondents about the
Pricing is agree with the weighted mean of 2.563
• From the above the table and graph it is inferred that responded opined that the behavior
of employees in the store friendly attitude weighted mean is 2.857
• Research stated that navigations and signs boards arranged correctly and easy for
customers to move around the store is neutral with weighted mean is 2.72
• Responded stated that above table and graph it is founded that opined of the respondents
about the Product are hygienically packed is neutral with Weighted average mean is 4.73
• From the above table and graph it is founded that opined of the respondents about the You
feel comfortable shopping with the weighted mean is 3.183
• From the above table and graph it is noted that the respondents opined about the Offers and
discount at all time is weighted average mean is 4.727
• From the above table and graph it is noted that the respondents opined about the Proper
Handling problems and complaints is weighted average is 2.78
• From the above table and graph it is noted that the respondents opined about the
Professional appearance of staff is Weighted average is 2.721
• From the above table and graph it is noted that the respondents opined about in time
delivery activities is weighted average 2.729
• From the above table and graph it is noted that the respondents opined about the
Membership cards is weighted average is 3.465
• From the above table and graph it is noted that the respondents opined about the Gift
vouchers and coupons of weighted average mean is 2.669
• From the above table and graph it is noted that the respondents opined about the Modern
outlook and equipment of weighted average mean is 2.833
• From the above table and graph it is noted that the respondents opined about the sending
catalogs to your E-mail/post is weighted average mean is 2.504
• From the above table and graph it is noted that the respondents opined about the customer
care support is weighted average mean is 2.687
• From the above table and graph it is noted that the respondents opined about the
Computerized billing is weighted average mean is 4.962.
• From the above table and graph it is noted that the respondents opined about the
complaints and returns handling is weighted average mean is 2.639

• From the above table and graph it is founded that opined of the responded about the Easy
checkout system 2.71
• From the above table and graph it is founded that opined of the responded about the
Provides Interior and exterior decorations are beautification are wonderful 2.729
 • From the above table and graph it is founded that opined of the responded about the
Provides displays and demonstration take place at the point -of-purchase is neutral 2.821

SUGGESTIONS

• Super K supermarket was to increases the parking space around the store we improve the
sales .
• Online home delivery wants to increase the sale in the super K supermarket.
• Super k should try to Proper Handling problems and complaints
• Super K should try to improve the Gift vouchers and coupons to attract the sales

ANNEXURE – 1 – BIBLIOGRAPHY

Title of the Book Name of the Author

1. Principles of Marketing Philip Kotler
2. Research Methodology C.R. Kothari
3. Marketing Research G.C. Beri
4. Marketing research D.D. Sharma.