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A SYNOPSIS

ON

“A Comprehensive Study of Customer Satisfaction At


Dinshaw’s Outlets, Nagpur”

RASHTRASANT TUKADOJI MAHARAJ NAGPUR UNIVERSITY


NAGPUR

MASTER OF COMMERCE

SUBMITTED BY
ASHWINI ASHTIKAR

UNDRE THE GUIDANCE OF


DR. SHWETA GULHANE

PRERNA COLLEGE OF COMMERCE


RESHIMBAG SQUARE, NAGPUR
2018-2019
INDEX

Sr. No NAME OF CHAPTER Page No.

INTRODUCTION AND RESEARCH


METHODOLOGY

1.1 INTRODUCTION

1.2 COMPANY PROFILE

01 1.3 RESEARCH METHODOLOGY 2-8


1.4 PROBLEM STATEMENT

1.5 AIMS AND OBJECTIVES

1.6 SCOPE AND LIMITATION

1.7 HYPOTHESIS

02 LITRATURE REVIEW 9

DATA COLLECTION

03 • Primary Data 10

• Secondary Date

ANALYSIS OF DATA AND


04 11
HYPOTHESIS

05 CONCLUSION AND SUGGESTION 12

BIBLIOGRAPHY 13

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Chapter 1

1.1 INTRODUCTION

The project depicts the main drivers of the retail revolution and how this
revolution changes the buying behaviour of the customer, increase in disposable
income of the middle class, infrastructure development and changing customer
choice. Organized Retailing was introduced in the last decade and has emerged
as one of the sunrise industries in India. The survey intends to analyze the factors
influencing consumer behaviour towards organized retailing, their source of
purchasing and the factors which influences their habit of purchasing from malls
and high end retailing sections in Nagpur.

The present study has been undertaken with the prime objective to
determine the factors influencing customer’s buying behaviour while purchasing
food commodities from Dinshaw's Outlets. It also focuses on finding out the
current status of Dinshaw's Company and determine where it stands in the current
market. People mostly come to organized retail as they get quality products at
affordable prices at more discounts/offer under one roof. It is also clearly known
that organized retail stores sells their goods at a discounted price as compared to
the market. Even it provides good service and ambience to its customers which
encourage them to visit and shop more and more times. The project involves main
aspects namely industry profile, company profile, project topic overview,
research methodology and analysis part.

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1.2 COMPANY PROFILE

Company Name: DINSHAW S DAIRY FOODS PRIVATE LIMITED

Company Category: Company limited by Shares

Date of Incorporation: 19 August 1998

Activity: Manufacture of dairy product production of raw milk

is classified in class.

Dinshaw’s Dairy Foods Private Limited is a Private incorporated on 19


August 1998. It is classified as Non-govt company and is registered at Registrar
of Companies, Mumbai. Its authorized share capital is Rs. 65,000,000 and its paid
up capital is Rs. 65,000,000. It is involved in Manufacture of dairy product
production of raw milk is classified in class

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1.3 RESEARCH METHODOLOGY

Research in common parlance refers to a search for knowledge. One can


also define research as a scientific and systematic search for pertinent information
on a specific topic. In fact, research is an art of scientific investigation. Research
is an academic activity and as such the term should be use in technical sense.
According to Clifford Woody research comprises defining and redefining
problems. Formulating hypothesis and suggested solutions, collecting, organizing
and evaluating data, making deduction and reaching conclusion, and at last
carefully testing the conclusions to determine whether they fit the formulating
hypothesis.

Location- Nagpur

Sampling Technique

Non Probability- Convenience Sampling method is adopted to progress the study.

Sample Unit:

Retail Consumer.

Sampling Size:

50 Retail Consumer

Data Analysis Technique:

Simple tools of analysis like mean, Percentage, Frequency and Analysis have
been used to analyze data.

Percentage = No. of Respondents x 100


Total Respondents

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1.4 PROBLEM STATEMENT

Research problem is selected for the purpose of this project to study the consumer
behaviour in relation to their perceptions, attitudes, preference, expectations,
satisfaction, and dissatisfaction with reference to the Dinshaw’s.

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1.5 AIMS AND OBJECTIVES
• To get a sense of how well the company is serving customers.
• To offer customers the widest range of Ice-creams and Dairy Products at
the best prices in the neighborhood.
• Offer consistent high quality, unbeatable freshness and great service so that
the Customers know that Dinshaw's can be trusted every day.
• To utilize customer feedback and provide the company with the tools that
is customized to measure and meet the specific customer perceptions and
needs.
• To know the customers satisfaction level of Dinshaw's Company.
• To find the general problem faced by existing Dinshaw's Company
customers.
• To find the customers attitude towards Dinshaw's Company services.

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1.6 SCOPE & LIMITATIONS OF THE STUDY

The study is completely focused upon the objectives. The result obtained
from the objectives will be helpful to the organization in knowing the different
opinions of the customers about the company’s products and services. The study
will also be helpful for the company to take steps for solving the issues related
with problems in the service offered. In addition, this will be useful in finding out
the valid steps to trigger the sales. Lastly, the study will also be a corner stone for
improving ideas to bring up positive results in customer satisfaction.

The study is undertaken at the Dinshaw's Company outlet located at


Nagpur by surveying the visiting customers, eliciting their opinions on various
parameters affecting their satisfaction level.

LIMITATIONS OF THE STUDY

Certain Limitations do creep in a research study due to constraints of the time,


money and human efforts, the present study is also not free from certain
limitation, which were unavoidable. Limitations will be mentioned in this topic.

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1.7 HYPOTHESIS

H0: There is no significance difference between customers opinion about


Dinshaw’s Ice-cream Outlets.
H1 : There is significance difference between customers opinion about Dinshaw’s
Ice-cream Outlets.

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Chapter 2

REVIEW OF LITERATURE

The studies on "A Study of the factors Influencing buying Behaviour of


Organized Retail Consumers at Dinshaw's Company " are very few and scanty.
The review of literature available provides framework for analytical procedure to
be followed and feasible solutions can be produced. Keeping in view the
objectives of present study, the project work done regarding the employee’s
opinions reviewed and presented under the following heads.

➢ To analyze the socioeconomic profile of Organized retail customers


purchasing commodities from Dinshaw's Company.
➢ To study the Factors influencing the preference of organized retail outlet.
➢ To analyze the overall performance of the Dinshaw's Company.
➢ To make recommendations to improve the competitive position of the
Dinshaw's Company in Nagpur.

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Chapter 3

DATA COLLECTION

Structured Questionnaire will be used for the collection of primary data.


Both open ended question and multiple choice questions will be involved in
questionnaire. In open ended questions consumers are free to answer and in
multiple choice questions respondents are offered various options to choose from.

Primary Information:
Data will be collected using survey method by conducting personal interviews
through structured questionnaire with organized retail consumer visiting
Dinshaw's Outlets.

Secondary Information:

The secondary source of data provided insight to understand and define the nature
of the problem. secondary data will be collected through various sources like
Company Website, Magazines, Internet source, Store leaflet Government
Publication Reports. Various reports and articles from the internet provided the
information regarding the behaviour of retail consumers and about area, factors
which influencing consumers in Nagpur.

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Chapter 4

ANALYSIS OF DATA AND HYPOTHESIS

Research in retail is very important, as customer preferences and choices


are dynamic and change frequently, the retail company needs to understand these
before redesigning its processes for enhancing business and many more. Since
customer interaction takes place at the store and nearby store, there is a big
opportunity to gather first-hand information and feedback from customers
through research and survey.

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Chapter 5

CONCLUSION & SUGGESTIONS

The proposed chapter will deal with the result arrived after the study of “A
customer satisfaction report on Dinshaw’s Product, Nagpur” and conclusion
arrived there of suitable suggestions will also be included in this chapter if
necessary.

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BIBLIOGRAPHY

Books

• Measuring Customer Satisfaction, Third Edition: Survey Design.

Internet

• www.dinshaws.co.in
• https://www.dinshaws.co.in/history.html

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