A

PROJECT REPORT
ON

“CUSTOMER SATISFACTION TOWARDS

NESTLE PRODUCTS”
Submitted To:

Submitted in partial fulfillment for the award of the Degree of

“BACHELOR OF BUSINESS ADMINISTRATION (2018-19)”

Submitted By:

Under the Supervision of: AMIT PAL

Prof. ARADHANA RANA BBA 3RD

(Assistant Prof. Department of Commerce) ROLL No: 16089366

GOBINDGARH PUBLIC COLLEGE, ALOUR, KHANNA

 DECLARATION

AMIT PAL, here by declared that I have prepared this project report “CUSTOMER
SATISFACTION TOWARDS NESTLE PRODUCTS” in partial fulfillment award of Bachelor
of Business Administration (BBA) from GOBINDGARH PUBLIC COLLEGE ALOUR,
KHANNA affiliated to PANJAB UNIVERSITY CHANDIGARH , under the guidance of Prof.
ARADHANA RANA. The project is compiled and submitted by me is my original frame work.
The finding in the report are based on the data collected by me while preparing this report. I
have not copied the data from any previous report.

AMIT PAL
BBA 3rd year
UNI ROLL NO. - 16089366
 CERTIFICATE

This is to certify that Amit Pal, a student of Gobindgarh Public College, Alour, Khanna,
Punjab has worked under my supervision and guidance on Customer Satisfaction Towards
Nestle Products” submitted in partial fulfillment for the award of degree in Bachelors of
Business Administration, of PANJAB UNIVERSITY, CHANDIGARH. The matter embodied
in this report is authentic and same is recommended for evaluation. I wish him luck in his future
endeavours.

Prof. ARADHANA RANA

Assistant Professor
(Dept. of Business Administration)
 ACKNOWLEDGEMENT

Project work is never the accomplishment of an individual rather it is an amalgamation of the

efforts, ideas and co-operation of a number of entities. I would like to thank PANJAB
UNIVERSITY for giving an opportunity to work on a valuable project. First of all, I would like
to thank HOD Prof. RAJESH KUMAR andvery thankfull to our faculty Prof. ARADHNA
RANA, for motivating me to complete this project with complete focus and attention. I wish to
express my heartfelt gratitude to the all the people who have played a crucial role in the research
for this project, without their active cooperation, this project could not have been completed
within the specified time limit.

AMIT PAL
BBA 3rd year
UNI ROLL NO. -16089366
 CONTENTS

SR. NO. CHAPTER’S NAME PAGENO.

INTRODUCTION 1-30
1. a) COMPANY PROFILE
b) TOPIC INTORDUCTION
RESEARCH METHODOLOGY 31-34
2. a. SCOPE OF THE STUDY
b. OBJECTIVES
c. RESEARCH DESIGN
i. TYPES OF RESEARCH
ii. DATA COLLECTION METHOD
iii. TOOLS FOR ANALYSIS
d. LIMITATIONS OF STUDY
3. DATA ANALYSIS 35-47

4. FINDINGS 48-49

5. SUGGESTIONS AND RECOMMENDATIONS 50-51

6. CONCLUSION 52-53

BIBLIOGRAPHY

ANNEXURE
Bibliography
 BIBLIOGRAPHY

(i) Books:-

 Kothari C.L. (2008) “ RESEARCH METHODOLOGY” Kalyani publishers.

 Kotler Philip (2008) “ MARKETING MANAGEMENT” Pearson edition.
 Sontakki C.N. (2010) “ MARKETING MANAGEMENT” Kalyani publishers.
 Gupta Shashi. K., Rangi Parneet (2010) “RESEARCH METHODOLOGY” Kalyani
publishers.

(ii) Websites:-

 www.nestle.com
 www.nestlewikipedia.com
 www.google.com
 www.nestlefinancialgraph.com
 https://www.slideshare.net/
 https://www.wikipedia.org/
 Annexure

QUESTIONNAIRE

Dear Respondents,

I am AMIT PAL, student of BBA Final year, I’m conducting survey on

“CUSTOMER SATISFACTION TOWARD NESTLE PRODUCT”. For this purpose I
need your co-operation in fulfilling this questionnaire. It will take few minutes of your
precious time. It is make sure that information obtained is for general purpose only.

 Name of the respondent………………………………………………..……………

Question-1) Age Wise Classification?

Age

Between 5-10 ( )
Between 10-20 ( )

Between 20-30 ( )

Above 30 ( )

Question-2) Which Brand of Noodles do you prefer ?

Brand

Maggi ( )

Top Ramen ( )

Atta Noodles ( )

Other ( )

Question-3) Which brand of chocolate do you prefer?

Options

Cadbury ( )

Nestle ( )

Question-4) Where do you normally buy nestle products from ?

Options

Department Store ( )

Super Market ( )

Retailer ( )

Others ( )

Question-5) Which sub-brand of Nestle Chocolate you have preferred more?

Options
Kitkat ( )

Munch ( )

Milkybar ( )

Toffee Crisp ( )

Question-6) Are you satisfied with Nestle Products?

Options

YES ( )

NO ( )

Average ( )

Question-7) Which form of Chocolate do you like?

Options

Hard ( )

Nutties ( )

Crunchy ( )

Chew ( )

Question-8) Which brand according to you is giving the most competition to Nestle in India?

Options

Cadbury ( )

Mother Diary ( )

Amul ( )
Question-9) What about Quality of Nestle Products?

Options

High Quality ( )

Low Quality ( )

Average Quality ( )

Question-10) What about the Brand of coffee do you prefer?

Options

Nestle ( )

Tata Coffee ( )

Bru ( )

Question-11) What about the Brand of Baby Food do you prefer?

Options

Nestle ( )

Farex ( )

Grainylac ( )
Question-12) What about the Brand of Hot Chocolate do you prefer?

Options

Nestle ( )

Ovaltine ( )

Hershey’s Special Dark ( )

Swiss Miss ( )