Académique Documents
Professionnel Documents
Culture Documents
Salon
Classique Arcade, 1st Floor
Next to City Centre, K.S.Rao Road,
Mangalore-575001
Date://2015
This student has taken keen interest in seeking and noting down the
relevant data.
Managing Director
Shridhar Bhandary
DECLARATION
I hereby declare that this project report titled A
STUDY ON CUSTOMER SATISFACTION OF BLISS PROFESSIONAL UNISEX
SALON has been prepared by me during the sixth semester November 2013
to 2014, under the valuable guidance and supervision of MR KARTHIK,
Lecturer of St. Aloysius College, Mangalore, in purpose of partial fulfillment of
Bachelor Degree in Business Management.
I also proclaim that project is the result of my own effort and that
has not been submitted to any other University for award of any degree or
diploma.
Date: 15-03-2014
MOHAMMED FARMAN
Place: Mangalore
114352
ACKNOWLEDGEMENT
I present here with great pleasure the project on a study on customer
satisfication of bliss professional unisex hair salon for the partial fulfillment
of Bachelor Degree in Business Management.
I would like to express my esteemed gratitude to our Principal Rev. FR
SvebertDsilva SJ for extension of the facilities which has helped me greatly
to prepare this project report.
I acknowledge with gratitude to my project guide Mr. Karthik Department of
BBM, without their guidance and encouragement completion of this project
would not have materialized.
Finally my due regards to all those who have helped me directly or indirectly
in carrying out this project work successful.
MOHAMMED FARMAN
LIST OF CONTENT:
SL.NO
CHAPTER NO.
CONTENT
LIST OF TABLES
LIST OF CHARTS
PG.NO
INTRODUCTION
COMPANY PROFILE
REVIEW OF LITERATURE
17
21
42
CONCLUSIONS
8
BIBLIOGRAPHY
46
ANNEXURE
47
LIST OF TABLES:
TABLE NO.
PARTICULAR
PG.NO
4.1
22
4.2
23
4.3
24
4.4
25
4.5
26
4.6
27
4.7
28
4.8
29
30
TREATMENTS
4.10
31
4.11
32
4.12
33
4.13
34
4.14
4.15
4.16
4.17
4.18
4.19
4.20
TABLE
TABLE
TABLE
TABLE
TABLE
TABLE
TABLE
35
36
37
38
39
40
41
SHOWING
SHOWING
SHOWING
SHOWING
SHOWING
SHOWING
SHOWING
RECOMMEND
OPINION
PRICE
EXPENSE
PREFERENCE
ADVERTISING METHOD
DECISION
LIST OF CHARTS:
CHART NO.
PARTICULARS
PG.NO
4.1
22
4.2
23
4.3
24
4.4
25
4.5
26
SALON
4.6
27
SERVICE
4.7
28
4.8
29
30
TREATMENTS
4.10
31
4.11
32
4.12
33
4.13
34
4.14
35
4.15
36
4.16
37
4.17
38
4.18
39
4.19
40
4.20
41
CHAPTER 2
COMPANY PROFILE
BRIEF HISTORY
Bliss professional hair unisex salon, is the LOreal professional partner salon.
The newest destination for world-class hair care. The unisex salon is famous
for bringing the international standards in hair styling, treatments and make
up to the city. The success on bliss professional group is steering by its
dreams, clear cut goals and constant and continued efforts to convert these
dreams into reality. Headed by our artists, under the leadership of our
creative director, Sridhar Bhandary are trained by professionals of LOreal.
There are encouraged to update their skills regularly by attending the
workshops organized by the worlds leadings brands like Schwarzkopf,
LOreal, Lotus, Cheryls and the like. We are the first in Mangalore to bring a
holistic straightening this to ensure your hair is healthy and retains its luster
for a longer period. We also offer many such exclusive treatments such as
hair fall treatments , dandruff treatments , stress free treatments , tan
removal treatments under one canopy. Sridhar Bhandary , a dynamic man
known to be realistic , passionate and perfectionist when it comes to his
projects, Bliss has consistently set benchmarks and trends for others to
emulate. His vision and foresight has been the guidance force on which Bliss
has been striding the path of accomplishment, accolades and extraordinary
radiance. Bliss enterprise Mangalore was established in the year 2011 and is
now one of the professional hair salon in Mangalore and Bliss professional
hair salon dedicated to consistently providing high customer satisfaction by
rendering excellent service, quality products. It has gained a huge reputation
in Mangalore over the few years. The beautification industry is economically
scale. However, our market share is on the Rise with an increase in
disposable income as more women join the workforce. Industry trends show
that as time becomes more limited , customer are more educated and more
demanding of quality services. The regulation of the Bliss professional hair
salon is is operated in strict guidance with the health and dress codes,
particularly when working with customers and Bliss offer exceptional hair and
spa services that leave feeling pampered, rejuvenated and renewed to the
customer. Thus expert stylists create timeless, classic looks with an array of
hair services
and spas offer massage, manicures, pedicures, facials and waxing. Choose
from our selection of the finest skin and hair care products. Thus Bliss
professional hair salon believes that customers are the sole reason for the
existence of the business so they always try to maintain certain features
which makes Bliss stand different from other salons in Mangalore.
Quality of services
the hair salon service providers to make an important decision in this highly
competitive market place for successful survival. The role of customer loyalty
is becoming gradually important as it helps the firm to reduce cost in
searching new customers as retention of customers is always of lower cost
than to attract new customers is always of lower cost than to attract new
customers. Thus, maintaining current customers can help the firms to be
more profitable. Moreover, the loyal customers may help the hair salon
service providers to spread positive word-of- mouth to others and this could
help in bringing in new customers. On top of that, this study can help firms to
identify which variable is the best predictor of customer loyalty in hair salon
industry and thus to put in more effort in that particular dimension in order
to make customer loyalty happens in their business. Last but not the least,
this study may help to provide insights for academicians, future researchers,
hair salon service providers and those who read it.
At LOreal, we have made cosmetics the main focus of all our energy and
know-how for nearly a century. We are full committed to put all our expertise
and research resources to work for the well being of men and women in all
their diversity.
Organization Structure
Bliss professional hair salon have built their organization on the foundation of
peoples trust which springs from their efforts to amalgamate highest standards of
modern trends, design, technology and hospitality. Company take pride in saying
that they are perfectionist in whatever they do and company is encouraged to
update their skill regularly by knowing customer needs and preference bliss
professional hair salon has given the company distinct advantage as beautification
industry and promoters of repute, whom people trust the company earned the
credibility as they stand out for their beautification excellence, hospitality and
perfect milieu. Each and every work of bliss is complete with ultra modern amenities
aimed at providing quality service and maximum satisfaction to the companys
esteemed customers. As a team bliss has to work towards vaulting for greater
excellence and rewrite its success in golden letters in the days to come.
OWNER
MANAGER
ASSISTANT MANAGER
SUPERVISOR
STAFF
Operations
Bliss believe that the secret of companys achievements is in giving their
customers what they desire, and their belief in the implementation of up-tominute techniques and resources in their operations. This, in turn, has helped
the company in creating cost effective, state of the art hair solution, which
stress on modern trends and consumer need. The groups main motto is to
customer satisfaction guaranteed provide our clients with the highest value
for their money, coupled with an international level of style and treatment.
Companys constant efforts towards improving the effectiveness of quality
management system make every project worth emulating. Right from
material selection to the processing stage to the final product, constant
quality checks are carried out. At bliss the newest destination for world-class
hair design, hair color and makeup- bliss and also strongly believe providing
high customer satisfaction by rendering excellent service, quality product
and furnishing an enjoyable atmosphere at an acceptable price and value
relationship.
CHAPTER 3
REVIEW OF LITERATURE
REVIEW OF LITERATURE
The main of a literature review is to show your reader that you have read, and have
a good grasp of, the main published work concerning a particular topic or question
in your field. This work may be in any format, including online services. It may be a
separate assignment, or one of the introductory sections of a report, dissertation of
thesis. In the latter cases in particular, the review will be guided by your research
objective or by the issue or thesis you are arguing and will provide the framework
for your further work. A literature review summarizes and evaluates existing work in
a given topic area. It can be a study in itself for it can form part of an empirical
research.
advanced that services are experiential in nature, and it has been suggested
that the service consumption experiences can be regarded as the major
output of service organization (Bitner 1990, Hui 1988). As Shorr, then
executive vice president-marketing of Holiday Inns Inc, expressed it. What I
am selling, in terms of what people are buying, is a hotel experience (InKnisely 1991).
CHAPTER 4
ANALYSIS AND
INTERPRETATION
Process by which sense and meaning are made of the data gathered in
qualitative research, by which the emergent knowledge is applied to clients
problems. This data often takes the form of records of group discussions and
interviews, but is not limited to this. Through this processes of revisiting and
immersion in the data, and through complex activities of structuring, reframing or otherwise exploring it, the researcher looks for patterns and
insights relevant to the key research issues and uses these to address the
client brief.
To complete this study properly, it is necessary to analyses the data collected
in order to test the hypothesis and answer the research question.
RESPONDENTS
PERCENTAGE
MALE
22
44
FEMALE
28
56
TOTAL
50
100
GENDER
MALE
FEMALE
TABLE NO: 4.3 (a) To show the analysis of the respondents according
to the place of the applicants or the users.
PLACE
RESPONDENTS
PERCENTAGE
MANGALORE
37
74
KERALA
18
OTHERS
TOTAL
50
100
CHART NO: 4.3 To show the analysis of the respondents according to the
place of the applicants or the users
PLACE
MANGALORE
KERALA
OTHERS
RESPONDENTS
PERCENTAGE
BLISS
37
74
OTHER
13
26
TOTAL
50
100
CHART NO: 4.4 (b) To show the analysis frequently use bliss salon or
other in the Mangalore area
CUSTOMER PREFERENCE
BLISS
OTHERS
TABLE NO: 4.5 (a) To show the analysis of the respondents according
to how often people use the salon
TIME
RESPONDENTS
PERCENTAGE
OCCASIONALLY
19
38
3 MONTHS
19
1 MONTH
18
36
WEEKLY
16
TOTAL
50
100
PERIOD OF TIME
40
35
30
25
20
15
10
5
0
PERIOD OF TIME
OCCASIONALLY 3 MONTHS
1 MONTH
WEEKLY
TABLE NO: 4.6 (a) To show the analysis of the respondents according to
the services in which they avail from the bliss salon
SERVICES
RESPONDENTS
PERCENTAGE
24
48
UP APPLICATION
PEDICURE/MANICURE
10
20
MASSAGE FACIAL
13
26
OTHER
TOTAL
50
100
CHART NO: 4.6 (b) To show the analysis of the respondents according to
the services in which they avail from the bliss salon
SERVICE
50
45
40
35
30
25
20
15
10
5
0
HAIR CUT/STYLE MAKE UP APPLICATION
MASSAGE FACIAL
TABLE NO: 4.7 (a) To show the analysis on attributes that the
customer had a wish to improve in the salon
Attributes
Respondents
Percentage
Location hours of
25
50
operation
Wait time available
18
36
services
Others
14
Total
50
100
ATTRIBUTES
30
25
20
15
10
5
0
INTERPRETATION
In this above diagram it shows the different kinds of attributes that customer like to
improve in the salon. Mostly people prefer for location hours of operation about 50
percent, 36 percent of customer like to improve in wait time available services and
remaining 14 percent other changes.
TABLE NO: 4.8 (a)To show the analysis of the people like to go for a
different technician to perform in home
SERVICES
RESPONDENTS
PERCENTAGE
22
44
STYLE
PEDICURE/MANICURE
18
MASSAGE FACIAL
19
38
TOTAL
50
100
CHART NO: 4.8(b) To show the analysis of the people like to go for a
licensed technician to perform in home
HOME TREATMENT
MASSAGE FACIAL
PEDICURE/MANICURE
0.5
1.5
2.5
3.5
4.5
In this above diagram shows the different kinds of home treatment that
customer like to use in their home itself thus the data says that 44 percent of
people like to go for hair cut/style makeup 18 percent says
pedicure/manicure and remaining say massage facial about 38 percent
TABLE NO: 4.9(a) To show the analysis on how many people willing
to spent for home treatment
INTEREST
RESPONDENTS
PERCENTAGE
NO MORE
19
38
0-10
17
34
11-15
12
16-25
16
TOTAL
50
100
CHART NO: 4.9 (b) To show the analysis on how many people willing
to spent for home treatment.
HOME TREATMENT
40
35
30
25
20
15
10
5
0
NO MORE
0-12
13-18
19-25
INTERPRETATION
In this above diagram it shows the different kinds interest or willingness of the
customer on home treatment. Thus, 38 percent group of people comes under the
category of no more interest, 34 percent are under the group of 0-12, 12 percent
group of people comes under the category of 13-18 and remaining 20 percent under
the group of 19-25.
RESPONDENTS
PERCENTAGE
BACHELOR GIRLS/MEN
16
32
DAY OF WEDDDING
30
60
OTHERS
TOTAL
50
100
CHART NO: 4.10 (b) To show the analysis of the respondents on the
base of consideration of salon for various occasions
OCCASIONS
60
50
40
30
20
10
0
BACHELORPARTY GIRLS/MEN
DAY OF WEDDING
OTHERS
INTERPRETATION
In this above diagram it shows the different kinds of occasions. Thus, 32
percent group of people choose the hair salon for the purpose of bachelor
party girls/men, 60 percent says day of wedding and remaining 8 percent for
other occasions.
RESPONDENTS
PERCENTAGE
VERY UNSATISFIED
UNSATISFIED
6
7
12
14
VERY SATISFIED
15
30
EXTREMELY SATISFIED
22
44
TOTAL
50
100
LEVEL OF SATISFACTION
EXTREMELY SATISFIED
VERY SATISFIED
UNSATISFIED
VERY UNSATISFIED
0
10
15
20
25
30
35
40
45
TABLE NO: 4.13 (a) To show the analysis on the base provided
unique feature of bliss professional hair salon
RATING
RESPONDENTS
PERCENTAGE
ATMOSPHERE
16
32
CLEANLINESS
14
28
PROFESSIONAL
10
20
COURTEOUS
10
20
TOTAL
50
100
RATING
COURTEOUS
PROFESSIONAL
CLEANLINESS
ATMOSPHERE
0
10
15
20
25
30
35
RESPONDENTS
PERCENTAGE
DEFINITELY
38
76
MIGHT NOT
14
DEFINITELY NOT
N/A
TOTAL
50
100
RECOMMEND
80
70
60
50
40
30
20
10
0
DEFINITELY
MIGHT NOT
DEFINITELY NOT
N/A
This above table shows us the level of like whether they recommend the bliss
professional hair salon to other or not the above responds rated that 76
percent of people definitely, 14 percent
of people might not recommend, only 2 percent people says definitely not
and remaining 8 percent says none of the above.
RESPONDENTS
PERCENTAGE
YES
17
34
NO
18
36
POSSIBLY
15
30
TOTAL
50
100
OPINION
POSSIBLY
NO
YES
27
28
29
30
31
32
33
34
35
36
This above table shows us the level of like whether they would like to visit
another hair salon in Mangalore as per above responds rated that 34 percent
of people like to visit, 36 percent of people might not visit other salon,
remaining 30 percent people says possibly.
RESPONDENTS
PERCENTAGE
YES
36
72
NO
14
28
TOTAL
50
100
PRICE
This above table shows us the opinion of respondent whether price is the
main factor for choosing the salon. As per above responds rated that 72
percent of people say yes price is the main factor and remaining 28 percent
say no.
COST (Rs)
RESPONDNETS
PERCENTAGE
16
100-500
10
20
500-3000
22
44
10
20
TOTAL
50
100
COST
50
40
30
44
20
10
0
16
20
100-500
20
500-3000
In this above diagram it shows the average expense in a typical visit. Thus
16 percent group of people comes under the less than Rs.100, 20 percent
are under the group of Rs.100-500, 44 percent people of come under the
category of Rs.500-3000 and remaining 20 percent under Rs.3000 and
above.
REDPONDENTS
PERCENTAGE
LOYAL
16
32
CARD DISOUNTS
12
24
ADVERTISING
16
WORDS OF MOUTH
14
28
TOTAL
50
100
PREFERENCE
35
30
25
20
15
10
5
0
LOYAL
INTERPRETATION
This above table shows us the opinion of respondent. 32 percent says loyal
promote the business, 28 percent says words of mouth, 16 percent say
advertising and remaining people says card discounts about 24 percent.
RESPONDENTS
PERCENTAGE
TV/RADIO
12
NEWS PAPER/MAGAZINE
14
28
INTERNET
10
20
OUTDOOR/BILL BOARD
20
30
TOTAL
50
100
ADVERTISING METHOD
40
35
30
25
40
20
28
15
10
20
12
5
0
OUTDOOR/BILL BOARD
RESPONDENTS
PERCENTAGE
YES
20
40
NO
30
60
TOTAL
50
100
OPINION
This above table shows us the opinion of respondent which 40 percent says
they are ready to allow their children to have hair salon service and
remaining 60 percent are not ready to sent their children to have hair salon
service
CHAPTER 5
FINDINGS, SUGGESTION
AND CONCLUSION
FINDINGS
Every research project is carried out with certain objectives and views. These
objects may be theoretical as well as practical the knowledge acquired in the
field study of various facts cannot be kept for myself. In the form of writing
the findings should be expressed.
As per the survey 44 percent are male users of bliss salon whereas 56
percent are the female users.
SUGGESTIONS
From the data collected from the respondents,
the analyses has been done base on the awareness of the
respondents. Here, are some of the suggestions that are been point up
after going through the information from the respondents. The
suggestion will help the manager of bliss salon in understanding the
perception of respondents with regard to service rendered by bliss. The
suggestion are given below:
The targeted customers of bliss salon have suggested that they
want to have more professionals should be maintained so that it
would help to attract more customers.
Most of the people resist allow their children to have hair salon
service because the middle income cannot afford the expense so
that specially for children the cost should be reduced.
The new customer cannot identify the location of the salon so
have to improve the advertisement board such as neon lighting.
Timing should be increased for those who are working in office
kind of customer.
Company should not focus only on social media and internet
type of advertisement but also improve in the outdoor
advertisement.
Improve the appointment kind of facilities for the customers.
Basically the city like Mangalore if a hair salon want to retain in
the market the staffs of the salon should be humble to the
customer.
Improve the waiting room.
Improve the parking service which is provided by the salon.
CONCLUSION
After conducting this research I can say that customer satisfaction of Bliss
salon in Mangalore will increase in future as per my study currently 74% of
the respondents are satisfied with the services of Bliss salon, but 26% of
respondents are not happy. May be in future it may attract more customers
because of its quality and expertise service and wide range of variety of
services. Within next five years am sure that 100% of the people will go for
Bliss for various services. As the fashion trend is increasing people are more
attracted towards the new style and fashion. People get attracted towards
the new trend of fashion quickly and also to the wide range of collections of
the latest fashion coming into the market. People prefer Bliss because of
ambience and quality services rendered towards the customers.
BIBLIOGRAPHY
BIBLIOGRAPHY
Website
http://www.ingentaconnect.com
http://www.wikipedia.org/wiki/Main_Page
http://www.books.google.com
ANNEXURE
ANNEXURE
Beauty Salon Questionnaire(Survey)
Dear Reader,
I am Mohammed Farman pursuing my bachelor degree in business
management of St Aloysius College Mangalore (autonomous). I am
doing research as a part of my partial fulfillment of the degree. My area
of research is service marketing and the title of my project is a study
on customer satisfaction and advertisement in bliss unisex professional
hair salon Mangalore. I request you to kindly give your feedback and
valuable suggestion for undertaking the research.
Thank You for your time and consideration.
College Student
Please check one:
1) Name:
Female
2) Age: below 18
18-28
28-45
Gender: Male
45 above
Place:
3) Which salon do you use frequently in the Mangalore area?
Bliss
Other
4) What influenced your decision to use this salon?
Other
9) What services would you allow a licensed technician to perform
in you home?
Hair cut/style makeup
Pedicure/Manicure
Massage Facial
10)
How much more would you be willing to spend for at
home treatments?
No More
0-10%
11-15%
16-25%
11)
Would you consider a solon for any of the following
occasions?
Bachelor party girls/men
Day of Wedding
Other
12)
Overall, how satisfied are you with bliss professional
salon?
Very unsatisfied
Unsatisfied
Very satisfiesd
Extremely satisfied
13)
Compared to other similar salon on the market, the value
for service and cost of this salon is:
Excellent
Good
Average
Poor
14)
How would you rate this salon rate(1-5)?
Atmosphere
Cleanliness
Professional
Courteous
15)
Would you recommend this salon to other friends and
relatives?
Definitely
Might Not
Definitely Not
N/A
16)
Would you visit another hair salon purely for a hair up?
Yes
No
Possibly
17)
Is price the main factor in choosing a hair salon?
Yes
No
18)
How much do you spend on average in a typical visit to
the hair salon of your choice?
Less than 100
100-500
500-3000
19)
Word of
mouth
20)
Where have you seen o heard of hair salon advertising in
the last 6 months? (Please select as many answers as you wish
from the below list)
TV/Radio
Newspaper and Magazine
Media Outdooor/Billboard
21)
Are there any children in your household?
Yes
No
22)
Would you let your children have hair salon services?
Yes
No
23)
What would influence your decision in allowing your child
to visit a hair salon?
Yes
No
If answered No please provide further details
24)
What recommendations would you offer for improving
salon?