Customer Satisfaction Towards

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ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET

A DISSERTATION ON

“Analysis of customer satisfaction towards supermarket”
Submitted in partial fulfilment of the requirement for MBA Degree of Bangalore University BY

SATISH S MUSTI
Register Number

04XQCM6080 Under the guidance of Prof. Shinu Abhi

M.P.Birla Institute of Management Associate Bharatiya Vidya Bhavan #43, Race Course road, Bangalore-560001

M.P.B.I.M, Bangalore

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ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET

DECLARATAION

I hereby declare that the project report titled “Analysis of customer satisfaction towards supermarket.” is a record of independent work carried out by me towards the partial fulfillment of the requirements for the Masters Degree in Business Administration course of Bangalore University, at M.P. Birla Institute of Management, Associate Bharatiya Vidya Bhavan, Bangalore – 560001. This has not been submitted for the purpose of any award or degree or diploma of any other university or institution.

Place: Bangalore Date:

(Mr. Satish S Musti) 04XQCM6080.

M.P.B.I.M, Bangalore

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ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET

PRINCIPAL’S CERTIFICATE

This is to certify that Mr. Satish S Musti, bearing registration no.04XQCM6102 has undertaken a research project and has prepared a report titled “ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET”, Under the guidance of Prof. Shinu Abhi. This has not formed a basis for the award of any degree/ diploma for any other university/Institution.

Place: Bangalore Date: Dr.Nagesh.S.Malavalli

M.P.B.I.M, Bangalore

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ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET

GUIDE CERTIFICATE
This is to certify that Mr. Satish S Musti, bearing registration no.04XQCM6080 has undertaken a research project and has prepared a report titled “ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET”, Under my guidance. This has not formed a basis for the award of any degree/ diploma for any other university.

Place: Bangalore Date: Prof. Shinu Abhi

M.P.B.I.M, Bangalore

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ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET

ACKNOWLEDGEMENT
At the very outset, I take the opportunity to thank Dr. Nagesh Malavalli, Principal, M.P. Birla Institute of Management for providing me with the academic support. I express my sincere regards and gratitude for every individual linked with my Research Work.

One such person is my guide for the semester Prof. Shinu Abhi, whose inspiring words made me, put in all I had to offer. His continuous guidance and suggestions are the cardinal aspects that have ultimately led me to see this fruitful end.

I would like to thank all the respondents and personnel for their co-operation and providing the relevant data required.

I express my sincere gratitude to all my friends and well-wishers who helped me in completing this Project Report.

Last but not the least; I would like to thank the Almighty for being there always in this endeavor.

Yours truly Mr. Satish S Musti

M.P.B.I.M, Bangalore

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ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET

CHAPTER

PATICULARS

Page No.

1 2

EXECUTIVE SUMMARY INTRODUCTION TO RETAILING • Retailing • Supermarket • Retailing in India • Indian retail market • Food retailing in India • FDI in retail • Developments in retail sector

1-2 3-35

3 4

REVIEW OF LITERACTURE DESIGN OF THE STUDY • Research gap • Problem statement • Objective of the study • Scope of the study • Contribution from the study RESEARCH METHODOLOGY • Research design • Sources of data collection SAMPLING DESIGN • Sample technique • Sample unit • Sample description RESEARCH ANALYSIS RESEARCH LIMITATIONS

36-39

40-43

5 6 7

DATA ANALYSIS & INTERPRETATION MAYOR FINDINGS OF THE RESEARCH RECOMMENDATIONS

44-61 62 63

M.P.B.I.M, Bangalore

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ANALYSIS OF CUSTOMER SATISFACTION TOWARDS SUPERMARKET

EXECUTIVE SUMMARY
Amidst the competitive and complex...
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