CHAPTER-I

INTRODUCTION
 INTRODUCTION

In marketing, the phrase "customer satisfaction" is commonly used.

It evaluates whether a company's goods and services match or
exceed consumer expectations. The proportion of customers, or
percentages of all customers, reporting positive experiences with a
business, its goods or services, or its ratings, is known as customer
satisfaction.

The degree to which a product or service satisfies a customer's

expectations or demands is referred to as consumer satisfaction. The
consumer is deemed satisfied when they see that their demands have
been addressed and their expectations have been surpassed.
Customer happiness is frequently used as a yardstick for evaluating a
business's performance and maybe a significant predictor of repeat
business. Product quality, pricing, features, design, and customer
service are all elements that might affect how satisfied customers are
with a product. A variety of techniques, including surveys,
interviews, focus groups, and observational research, can be used to
gauge customer happiness. To promote consumer happiness and
loyalty, businesses may utilize this data to enhance their goods and
services , create new campaigns ,and pinpoint problem area.
The goal of this study is to find out how satisfied customers are with
Raymond Apparel, one of the top apparel brands in India. It is
critical for businesses to comprehend the demands and wishes of
their clients in order to succeed as the fashion industry develops and
becomes more competitive. This research intends to obtain insightful
data on customers' interactions with Raymond Apparel, including
their opinions of the brand, the caliber of the products, the cost, the
level of customer service, and their overall happiness. The results of
this survey will be utilized to pinpoint areas that need improvement
and to guide initiatives for raising client happiness and brand loyalty.
Customers of Raymond will be surveyed, interviewed, and observed
as part of the study in order to gather data.

Customer satisfaction is a term frequently used in marketing. It is

a measure of how products and services by a company meet or
surpass customer expectations. Customer satisfaction is defined as
the number of customers, or percentages of total customers, whose
reported experience with a firm, its products, or its services or its
ratings exceeds specified satisfaction goals. The goal of every
company should be to make its customers satisfied. Satisfied
customers will come again and might stay as customers for a longer
period. It is important for the company to care for and appreciate the
customers. If the company can make the customer satisfied the
customer will come back again and the customers might tell some of
their friends about the good service they got. Customer satisfaction
is the customer’s overall impression about the supplier and the
products and services delivered by the supplier. The factors affecting
customer satisfaction include department-wise capability suppliers,
technological aspects, and various other factors. The factors could be
widely classified under two categories i.e., supplier's behavior and
performance of products and services.
The supplier's behavior mostly depends on the behavior of its senior
subordinates, managers, and internal employees. All the functional
activities like customer response, direct product and maintenance
services, complaint management, etc. are the factors that rely on
showing skill and training the internal and human resources of the
supplier. The second category is regarding all the products and
services. This depends on the capability of the supplier to how to
nurture the products and services efficiently and how skilled the
employees are. It's all about how the skills are implemented to
demonstrate engineering, re-engineering and technological aspects
of the products and services. The quality and effectiveness of the
products is also important to factor that enables compatible and
hassle-free functions and operations .This bear lower maintenance
and higher life of the product, which is highly admired by the
customers. Steps to increase customer satisfaction includes
justifying the sale with social proof, surprising customers with a
bonus and offering free product training and support.

In order to conduct research on customer satisfaction with

ready-made apparel or other items feedback from consumer who
have purchased apparel or other from the business must be
gathered .This could entail asking people questions in interviews
or surveys and general branded satisfaction , would likely be the
subject . The study objectives is to pinpoint the company's
strong points and areas for development in order to boost client
loyalty and satisfaction.
 NEED OF THE STUDY

➢It helps to management to improve the services of what

customer expect.

➢ It helps to improve the strategy and quality of the present

services.

➢It helps to complete with present competitors.

➢This study will help us to understand customer satisfaction

and their needs

➢Helpful for manager to concentrate on their present and

prospective customers.
 RESEARCH METHODOLOGY

The research design is basic plan, which guides the data

collection and analysis through different phases of the projects.
It is therefore a frame work, which specified the type of
information to be collected , the s source of data and collection
procedure .

SOURCES OF DATA

They are 2 types

1. primary
2. secondary

Primary data are original data collected for the purpose of a

particular study . In the present study the primary data have been
collected by personal interview method with the help of
questionnaire.

Secondary data for the present research collected the major sources
of secondary data are from company website , different articles and
journals.

Sample size: sample size refers to number of respondents selected

for questionnaire . Sample size of present study is 50.

Tools used for analysis: structured questionnaire

Scope of the study:the data is collected from mangalya collection

opp. SBI ,NEW TOWN , Mahabubnagar.
 CHAPTER-II

REVIEW OF LITRATURE
BOOKS

1. Palanivelu & Ganesh {2013}:in this article demonstrated

the role of Indian Trade policy in textile sector , and analyzes the
impact of government support and incentives. Further it explored
the contribution of textile industry toward the economic
development of the nation through export trade . The key risk
identified in this is foreign exchange losses due to volatility in the
rupee against the US dollar as well as highest interest large portion
of the processing capacity is obsolete.

2. Mittal and Agrawal{2012}: in this article analysis the

consumer and his behavior is the cornerstone of success in
marketing . It included all the physical , mental and emotional
process concerned behavior which the observe record , and react
to such behavior which are observable after each and every
purchase of goods and services . This made them compelling
such behavior in case they want to have win- win strategy that
matter for market and customer for both. The research report
present in based on the consumer perception toward branded
garments . Through this study an attempt has been made to
practically understand those emotional or rational appeals which
drive the purchase decision.
3. Koutons Rajput{2012}in this article analysis the
significant of demographic profile of consumer affecting the
purchase decision of branded garments and to observe from
gender perspective the consumer awareness about different
apparel brands available in the Indian market and also to find
out whether there is a different significant in total expenditure on
branded Indian people have become highly branded conscious
presently ,Hence brand image is not a significant factor in
choosing the product or brand to buy.

4. According to Garner{2010}:in this article who analysis

the evolution of the brands in the past before the industrial
revolution products and services were mainly associated with
people rather than with organization : tradesman , shop , pub
owners , tailors , bakers and others . In most of the cases
business's were focused on dealing with local people put it
simply the individual providing services or products was the
brand itself. In the 19 century the industrial revolution brought
many changes in the way of doing business.
 CHAPTER-III
COMPANY
PROFILE
COMPANY PROFILE:

MANGALYA COLLECTION; Shopping Mall

Established in the year 2016 , the mangalya collection emerges

as a symbol of excellence dedicated to delivering topnotch
service for various fashions requirements its allows to efficiently
services providing customer high quality ready- made garments.
This retailer sells a variety of garments such as,Dress materials,
kurti , long frock, sarees salwar kameez etc…..
 mangalya collection’s profound understanding of the
intricacies of diverse fashions preferences sets them apart in
the field of ready-made fashion . They consistently demonstrate
their commitment to ensuring that every details of the ready-
made is meticulously crafted to perfection , meeting and
exceeding the expectation of their clients.

We will find all kinds of ready-made outfits here. This will be

dependent in availablility and stock .The company's will be happy
to assist you with bulk orders too .Please convey your requirements
to them and get estimates accordingly.
 CHAPTER-IV
REVIEW OF
LITERATURE
1.The age of respondents shown in table 1
TABLE -1
No .of respondents percentages
Age

Below 18 11 11

18-40 76 76

40-60 12 12
60-Above 1 1

Total 100 100

CHART-1

Inter pret
atio n

From
the

above data it is observed that 11.7 below 18,76 of 18-40,10.6 of

12,and 60 above 1

2. The gender of respondents shown in table 2

 TABLE-2
Gender No. of respondents Percentage
Male 44 42.9

Female 53 55.1

Prefer not to say 3 2.00%

Total 100
CHART-2

Interpretations

From the above data is observed that male 42.9 ,female 55.1 and
prefer not to say 2

3.The occupational status of the respondents shown in table 3

TABLE-3
Occupational status No. of respondents percentages
 Student 46 47
Government 6
employee 6
Private employee 29 29
Unemployed 10 10
Others 9 9
Total 100 100
CHART -3

Interpretation

From the above the data is observed that student 46.1 government
employee 6 private employee 28.4 unemployee 10.8 and others8.8

4.What kind of garments you purchase in Mangalya collection

TABLE-4
Option No .of respondents Percentage
Ready-made 68 68
Materials 31 31.3
Total 100 100
CHART-4

Interpretation

From the above data observed that ready-made 68 and material 30.7

5. Specific style or design like to see more in our collection

TABLE-5
Option No . Of respondents percentages
Long frock 27 27.8
Jeans 41 41.3
Ghagra choli 16 16.5
Salwar kameez 13 13.4
Others 100 100
CHART-5

Interpretation

From the above data observed long frock 28.3 jeans 42.4, ghagra
choli 16.2 and salwar kameez 13.1

6. Where did you know about this Mangalya collection

 TABLE-6
Option No. of respondents Percentage
Family 40 40
Friends 40 4o
Neighbours 18 18
Others 2 2
Total 100 100
CHART-6

Interpretation
From the above data observed that family 40.2 friends 40.2
neighbours 17.6 others 2

7. Why you prefer mangalya collection

TABLE -7
Option No. of respondents Percentage
Customer services 18 18
Quality products 39 39
Cleanness 10 10
All the above 33 33
Total 100 100
CHART-7

Interpretation

8.Are you satisfied with Mnagalya collection

TABLE-8

Option No. of respondents Percentage

Always 56 56
Maybe 19 19
Sometimes 23 23
Never 2 2
Total 100 100

CHART-8

Interpretation

9 Have you purchase any item in mangalya collection

TABLE -9
Option No. of respondents Percentage
Yes 82 82
No 18 18
Total 100 100
CHART-9

Interpretation

10.If yes what type of garments you purchase in mangalya

collection
 TABLE-10
Option No. of respondents Percentage
Means wear 37 37
Ladies items 32 32
Kids wear 18 18
All the above 13 13
Total 100 100

CHART-10

Interpretation

11.List out the garments you come across the pothys ladies
collection
Option No. of respondents Percentage
Sarees 23 23.20%

Full skrtis 31 31.30%

Churidar 24 24.2
All the above 21 21.2
Total 100 100

CHART -11

Interpretation

12.Are you satisfied online order with mangalya cpllection

 TABLE-12
Option No . Of respondents Percentage
Yes 60 60
No 12 12
Maybe 27 27
Total 100 100
CHART-12

Interpretation

13. Are you satisfied with customer services

 TABLE-13
Option No. of respondents Percentage
Yes 77 77
No 7 7
Maybe 16 16
Total 100 100
CHART-13

Interpretation

14.Are the encouraging exchange of garments

TABLE-14
Option No. of respondents Percentage
Yes
No
Total 100 100
CHART-14

Interpretation

15.How many time you visited mangalya collection

 TABLE-15
Option No. of respondents Percentage
Only once 24 24
Twice 15 15
Weekly 26 26
Monthly 35 35
Total 100 100
CHART-15

Interpretation

16. Mentions the problem you can across the pothys

TABLE -16
Option No. of respondents Percentage
Heavy rush in 15 15
purchase
Size of garments is 10 10
not suitable
High cost 26 26
Long ques in billing 16 16
section
Others 33 33
Total 100 100
CHART-16

Interpretation

17. Do you feel that our garments offer good value for money
compared to similar brands
 TABLE -17
Option No . Of respondents Percentage
Yes 75 75
No 9 9
Maybe 16 16
Total 100 100
CHART -17

Interpretation
18 Based on your experience how likely are you to recommend our
garments to friend or family
TABLE-18

Option No .of respondents Percentage

Yes 73 73
No 8 8
Maybe 19 19
Total 100 100
CHART-18

Interpretation

19.
 CHAPTER-V
FINDINGS
SUGGESTIONS&
CONCLUSION

FINDINGS

➢The majority of [76%] of respondent belongs to the age

group of 18-40

➢The majority of [55%]of respondent belongs to female

➢The majority of [46%] of respondent belongs to students

➢The majority of [68.7%] of respondent belongs to kind of

garments purchase
➢The majority of [42.3%] of respondent belongs to jeans

➢The majority of [40% ] of respondent belongs to friends

➢The majority of[39%] of respondents belongs to quality

products

➢The majority of [33.3%] of respondent belongs to full

skirts

➢The majority of[75%] of respondent belongs to yes

SUGGESTION OF CUSTOMER
SATISFACTION ON READ-MADE
GARMENTS
Mangalaya collection should increase its awareness among people
has increasing compition day- by day
Mangalya collection should give more emphasis on new generation
as they much as concern towards their garments and cen be their
irrespective customer

Majority of the buyers young , hence the product should be

associated with the style and current taste fashion of the customer
which will attract the youth.

CONCLUSION
Encourage clients to offer feedback and take the time to listen to
their suggestions and worries. This can demonstrate clients that their
feedback is valued and assist identify areas where changes can be
made. Offer better quality goods and services, constantly work to
raise the standard of goods and services provided to customers. This
ensures that customers get value for their money and stick with the
brand. Personalize the consumer experience by keeping track of their
preferences and making recommendations that are specifically
tailored to them. This promotes customer loyalty and shows how
much the business values its clients. Monitoring and measuring
client satisfaction on a regular basis will help see where you are
making progress and where you still room to grow.

The study is an attempt to focus attention of the customer

satisfaction towards mangalya clothes in. Most of he people like and
satisfied mangalya clothes due to its quality and material texture. In
the present study, it is found that the cost of the mangalya clothes is
high and people though like the quality of clothes without hesitating
to buy only for this reason. The study concluded that by improving
more designs and variety of collection will induce the people to
choose this brand and it will help them to defeat the
competitors .Most of the people like and prefer mangalya suiting due
to its quality and its good brand image. People use mangalya’s
product because it has certain image in the minds of people and they
think that by wearing mangalya’s product their standard of living
will enhanced.

BIBLIOGRAPHY AND REFERENCE:

1 .PALANIVELU AND GANESH {2013}: Indian trade

policy in textile sector

2. MITTAL AND AGRAWAL{2013}:Success in marketing

of goods and services
KOUTONS RAJPUT{2012} A customer satisfaction on
ready-made garments in journal marketing

ACCORDING TO GARNER{2010}customer shopping

behavior among modern retail formats.

QUESTIONNAIRE /SCHEDULE

N.T.R Government degree college for women, Mahabubnagar

A Customer Satisfaction On Ready-made Garments

1 .Age

below-18
18-40
40-60
60 above
2 Gender

Male
Female
prefer not to say

3. occupational status

Student
government employee
private employee
unemployee
others
4. What kind of garments you purchase in mangalya collection
ready-made
materials
6.Are they any specific style or design you would like to see more
in our collection