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Customer experience & satisfaction survey at DRESSLAND

retail store in Varanasi

SUBMITTED TO: SUBMITTED BY:

MR. SANDEEP SINGH ARABINDA KUMAR JAIN

READER, SMS PGRM/03/05

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INTRODUCTION

Varanasi Old city the quarter near the banks of Ganga hascrowded narrow wending lanes that are flanked by road, side shopsand scores of Hindu temples. Varanasis labyrinthine old city is richwith culture and deservedly popular destination for travelers andtourists. Most popular places of Varanasi city are Gadulia, Lanka,Ramnagar, Rathyatra, Lahartara, sigra.Out of all popular area sigra is center of varanasi where a

DRESSLAND show room is situated.

DRESSLAND is a multibrand store of garments.There is a lot nonorganized, semi organized and organized garment stores inVaranasi. People from side areas also come here for theirpurchasing. There are a lot of traditional stores of garmentssituated in Varanasi which is running from 50 years ago. But people

are more interested to purchase garments from DRESSLANDrather than the traditional stores. Because DRESSLAND providesquality, brand, customer experience and satisfaction to thecustomer.

Customer experience is the sum of all experiences acustomer has with supplier of goods or services over duration oftheir relationship with that supplier.

Customer satisfaction is a measure of how productsand services supplied by a company meet or surpass customerexpectation.

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RESEARCH OBJECTIVES

The main objective of field survey is

To know about the various facilities provided by DRESSLAND.

To know the satisfaction level of the customer of theDRESSLAND.

To know about the perception of customer regardingDRESSLAND.

To identify motive behind customer visitingDRESSLAND.

To find out the problems ofDRESSLAND store.

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RESEARCH METHODOLOGY

TYPE OF RESEARCH - DESCRIPTIVE & CONCLUSIVE

RESEARCH

TYPE OF DATA COLLECTED - PRIMARY DATA

DATA COLLECTION METHOD - QUESTIONNAIRE METHOD

UNIVERSE OF THE STUDY - PEOPLE OF VARANASI CITY

SAMPLLING TECHNIQUE - CONVENIENCE

SAMPLE UNIT - ALL CUSTOMERS

SAMPLE SIZE - 100

DATA ANALYSIS TOOLS - STASTICAL TOOLS

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BENEFITS OF THE STUDY

To increase the satisfaction level of customer in DRESSLAND

STORE.

To give better experience to customer in DRESSLANDSTORE.

The store will get benefit by the research.

It will give a better idea about the perception of the people.

To know the consumer expenditure on consumption onclothes.

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QUESTIONNAIRS

Dear Sir,

I am Arabinda kumar jain a student of PGDM-RM Ist Sem ofSchool Of Management Sciences Varanasi . I am doing survey onCustomer Experience & Satisfaction suryey at DRESS LANDretail store in Varanasi.

Please cooperate and help me by giving your answer on the givenbelow Questionnaire, which will help me in compiling and reaching

nearer to a goal.

LET US KNOW ABOUT YOU

NAME:

IN WHICH PART OF VARANASI DO YOU LIVE

INCOME (yearly):

GENDER..

AGE:

OCCUPATION:

1. What make you attract for shopping in DRESS LAND?

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Ans. Multi Branded Range of ProductEnvironment Good quality

2. How do you feel the ambience in the store?

Ans. Very Good GoodBad Very bad

3. How do you feel about the music of the store?

Ans. Very Good GoodBad Very bad

4. Did they provide sufficient space of parking?

Ans. Highly satisfied Satisfied

Not satisfied Highly not satisfied

5. Do you able to get sufficient variety of the product?

Ans. Always SometimesNever Cant Say

6. Do you satisfied with the range of the prices of the product?

Ans. Always Sometimes

Never Cant say

7. Do you consider the quality of product over rate?

Ans. Always SometimesNever Cant say

8. Do you easily find that product which you are looking for in the store?

Ans. Always SometimesNever Cant Say

9. Do you satisfied with the behavior of the employee?

Ans. Highly satisfied satisfiedNot satisfied Cant Say

10. Do you think that the employees of the store are able to directly handle your

problems?

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Ans. Yes SometimesNo I cant Say

11. How is the speed of the cashier?

Ans. Very good Good

Bad Very slow

12. Are you satisfied with after sales service?

Ans. Highly satisfied SatisfiedNot satisfied Highly not satisfied

13. How much money do you monthly expend at DRESSLAND?

Ans. Below 1000 1000-20002000-5000 More than 5000

14. How many times you come for the shopping?

Ans. Once in a month once in a weekDaily Any other.

15. Would you want to visit the store again?

Ans. Yes SometimesNo I cant Say

DATE: .. SIGNATURE: