A Study on Customer Service Analysis

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A STUDY ON CUSTOMER SERVICE ANALYSIS IN BIG BAZAAR AT COIMBATORE CITY

INTERNSHIP TRAINING REPORT
Submitted by
KAVINKUMAR.R
Reg.No. 721211631037

In partial fulfillment for the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
IN
KARPAGAM INSTITUTE OF TECHNOLOGY
COIMBATORE -641105
JULY 2012

CERTIFICATE
DEPARTMENT OF MANAGEMENT STUDIES
INTERNSHIP TRAINING REPORT
This is to certify that the project entitled
A STUDY ON CUSTOMER SERVICE ANALYSIS IN BIG BAZAAR AT COIMBATORE CITY Bonafide record of INTERNSHIP TRAINING work done by
V.KAVINKUMAR
Register No: 721211631037

_______________ ___________________ PROJECT GUIDE HEAD OF THE DEPARTMENT

Submitted for the Project Viva-Voce examination held on ___________

_________________ __________________ INTERNAL EXAMINER EXTERNAL EXAMINER

DECLARATION
I affirm that the project work title “A STUDY ON CUSTOMERSERVICEANALYSIS IN BIG BAZAAR AT COIMBATORE CITY” of being submitted in partial fulfillment for the award of MBA is the original work carried out by me. It has not formed the part of any other project work submitted for award of any degree or diploma, either in this or any other University.

__________________
(V.KAVINKUMAR)
(721211631037)

I certify that the declaration made above by the candidate is true.

(Signature of the Guide)
Mr. S.R.N. KALI PRASAD ASSISTANT PROFESSOR DEPARTMENT OF MANAGEMENT STUDIES

ACKNOWLEDGEMENT

I take this Golden Opportunity to show my gratitude to the Management of KARPAGAM INSTITUTE OF TECHNOLOGY, COIMBATORE for providing me the needed facilities to do my Summer Training work. I wish to place on record my gratitude to Dr T.RAMACHANDRAN, Principal, Karpagam Institute of Technology, Coimbatore for Valuable suggestion and Encouragement. I am deeply grateful to Mr.S.R.N.KALI PRASAD, Assistant Professor, Department of Management Studies, Karpagam Institute of Technology, Coimbatore. For guiding me through this endeavor and support given to me in preparation of this work. I am sincerely thanks to Dr S.GANESAN, Director, Head of the Department, Department of Management Studies, Karpagam Institute of Technology, Coimbatore. For his valuable suggestion and support for completing my work. I extend my sincere thanks to Mr. RAJA, Big Bazaar, Coimbatore, for giving me the opportunity to do the Training Work to accomplishing my MBA Degree.

TABLE OF CONTENTS
Chapter NO.ContentPage NO.
CERTIFICATE2
DECLARATION3
ACKNOWLEDGEMENT4

IINTRODUCTION
1.1 INTRODUCTION
1.2 STATEMENT OF PROBLEM
1.3 OBJECTIVE OF STUDY
1.4 SCOPE OF STUDY
1.5 RESEARCH METHODOLOGY
1.5.1 TYPE OF STUDY
1.5.2 SAMPLE SIZE
1.5.3 SAMPLING TECHNIQUE
1.5.4 DATA COLLECTION METHOD
1.6 LIMITATION OF STUDY
1.7 CHAPTER SCHEME
12
12
13
14

15
15
15
15
16
17
II LITERATURE OF REVIEW 20
IIIINDUSTRY PROFILE AND COMPANY PROFILE 21
IVANALYSIS AND INTERPERTATION27

VFINDING AND SUGGESSION
5.1 FINDINGS
5.2 SUGGESTIONS
5.3 CONCLUSION
59
60
61
BIBLIOGRAPHY63
ANNEXURE65

LIST OF TABLES
TABLE NO.PARTICULARSPAGE NO.
4.1CLASSIFICATION BASED ON GENDER27
4.2CLASSIFICATION BASED ON AGE28
4.3CLASSIFICATION BASED ON MATERIAL STATUS29
4.4CLASSIFICATION BASED ON INCOME30
4.5CLASSIFICATION BASED ON EXPENDITURE31
4.6CLASSIFICATION BASED ON DISTANCE TO SHOP32
4.7CLASSIFICATION BASED ON OFTEN33
4.8CLASSIFICATION BASED ON MOST OF SHOPPING34
4.9CLASSIFICATION BASED ON LOCATION35
4.10CLASSIFICATION BASED ON STORE HOUR36
4.11CLASSIFICATION BASED ON GOOD SELECTION OF PRODUCT37
4.12CLASSIFICATION BASED ON DISPLAY ATTRACTIVE38
4.13...
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