final kanva project
TRANSCRIPT
SUMMER PROJECT
ON
KANVA FASHIONS-2010
TOPIC: Customer Satisfaction Index on KANVA
Name: S.Satheesh
Reg no: 09MBAB45
Department: Bharathiar School of Management and Entrepreneur
Development(BSMED)
College: BHARATHIAR UNIVERSITY COIMBATORE.
EXECUTIVE SUMMARY
This report is the outcome of the project entitled” A Study of Customers Satisfaction Index on KANVA
Customers “. This study includes the attributes & the various satisfaction levels that are ranked by customer
under wide measurement scale. The study includes the respondent’s feedback with respect to the corporate
values, perceived quality, their satisfaction level towards the corporate image & also to the extent of
customer complaints & recovery actions to it.
All the above attributes are been measured with the help of various analytical tools & cross
tabulation so as to better understand the minds of the Express service users. This study has helped
KANVA in focusing every other factor to make each & every customer loyal to the Brand moreover bring
in more & more new customers.
CHAPTER 1
INTRODUCTION
1.2 COMPANY PROFILE:
Kanva developers:
We at Kanva Developers welcome you to be a part of this wonderful city…..
We are the reason why you should call Bangalore "HOME", why you should invest and enjoy the
Pleasures that life has to offer.
In 2003, the company was established as developers, to promote and co-ordinate the development of land
And construction of homes, buildings for residential, commercial, industrial, and other related purpose
with a view towards contributing effectively to the economic development of the country.
Our dedications are to develop quality, safe, affordable, enriched housing schemes that would change the
lives of individuals and families.
Kanva Developers has stunning and innovative development of quality homes for the stylish lifestyle,
taking architectural design in Bangalore to new heights.
Our exclusive residential developments are favored ideally in tranquil and peaceful surroundings yet
within close-proximity to all amenities with the core aim in offering assurance of quality, safety, service,
affordable pricing and customer satisfaction to our valued clients.
COMPLETED PROJECTS- Kanva Nagar Phase I
Kanva Nagar Phase I (193 plots) was the first project aimed at the average man's budget, which is located at Arishina Kunte near Nelamangala- Bangalore.
This layout was accurately planned with residential plots having dimensions of 30 X 50, 30 X 40 and 40 X 60. The special features of the locality are the reliable power supply, adequate water source, complete sanitation and drainage.
We are proud to say that the entire layout was sold in a span of six months which was a milestone that was achieved by the company.
The project was completed in September, 2004 and Kanva Developers boost the construction of 75 houses within the project.
COMPLETED PROJECTS- Kanva Public School
Kanva Public School located in a sylvan 4 acre locale near Nelamangala, 15 kms from Peenya, B'lore, Kanva Public School is fully equipped with 36 class rooms constructed over
24,450 sq.ft. of built up area to conduct classes from nursery to the post-graduate grades.
COMPLETED PROJECTS- Sai Kanva Complex
Sai Kanva Complex which accommodates the head office of Kanva Group of Companies, having their administration, marketing, sales and software divisions. The complex began in early 2006 and boost of two floors, besides the ground which already exists along with a shopping area.
ONGOING PROJECTS- Kanva Garden City Phase I
Kanva Garden City Phase I an array of residential plots nestled in a land measuring 24 acres with fine roads, and all basic amenities like water connections, sewerage pipes and electricity. Just 24 km from Bangalore City, 10 minutes drive from Tumkur main road and neighboring the Golden Palms Resort. This layout was approved by the Bangalore Metropolitan Region Development Authority-(BMRDA).
PROJECT HIGHLIGHTS :
Purity DC Converted lands
Approved by BMRDA ( NPA ) and have clear titles
Plats are available in sizes from 30 x 40, 30 x 50, 40 x 60,40 x 80 - sq ft
Located just 10 minutes drive from HIMALAYA DRUG HOUSE ( Tumkur Road )
BMTC Buses available every 5 minutes, from Majestic,K. R. Market, and Sivajinagar etc..
Adjacent to Hassan - Bangalore Railway Track Easy accessibility to NH-4 and Doddaballapur
Easy access to School ( also International residential school ) Managed by KANVA EDUCATIONAL TRUST
providing international quality education from LKG to PG within a single compound
Surrounded by fast developing residential area and a Seven Star Hotel ( Golden Spa )
AMENITIES :
Water facilities are provided to each plot / site
Layout over hand tank with capacity of 1 lakh liters
Power supply with quality transformers and close by electrical poles, Approved by BESCOM
Underground sewage and box type drainage system
Sewage treatment plant
Greenery parks and play ground have been provided
30 ft cross road, 40 ft Main road, Asphalted roads
24 hours security, Avenue plantation, Avenue Lighting
UPCOMING PROJECTS
Experience the warmth of "HOME"
Kanva Nests is a unique residential complex meticulously developed on 55,000 sq ft. of prime residential land. The project is beneficially located at K. R Puram along Old Madras road, a well know locality in Bangalore where all major activities occurs.
The most important benefit of Kanva Nests is its closeness to all modern lifestyle facilities and services like shopping, transport, schools, entertainment, colleges, hospitals, restaurants, commercial establishments and places of worship.
Location: Sannathamanahalli, Anandapura, T.C. Palyam Main Road.
K.R. Puram – Bangalore
• 18 km from Bangalore City• 8 km from Industrial town• 8 km from Volvo factory• 8 km from IT park• 4 km from ITI (Indian Telephones Industries)• 4 km from IOC (Indian Oil Corporation) LPG bottling unit• 4 km from the “Hanging Bridge”• 4 km from K.R. Puram railway station• Stones throw from Garden City Collage
2/3 Bedroom apartments ranging from 1,000 to 1,400 sq. ft.
Pricing of basic cost: Rs. 2,500/- per sq. ft.
Special offer: Early bird offer will attract a discount of 10%.
Booking amount: Rs. 1,00,000/- (one lakh) non refundable.
Start & Completion of Project: Proposed to begin March 2007 and to be completed in 24 months time (March 2009).
Terms of payment: 15% of the basic cost plus car park at the time of “sale agreement” being
signed and the remaining in 24 equal monthly installments (EMI).
Other additional cost:• Registration & Stamp Duty (as per actual)• Car Park Rs. 1,00,000.00 (one lakh)• *Deposits for electrical, water, telephone etc. Rs. 75.00 per sq.ft.• First six months maintenance charges will be free and henceforth Rs. 1/- per sq.ft. per month.• *Membership to “Honeydews” a club designed on international level. Rs. 75,000.00 (seventy five thousand) for owners and Rs. 1,50,00.00 (one lakh fifty thousand) for outsiders. • *Initial Corpus Deposits. Rs. 50.00 per sq. ft.• Legal Fees Rs. 2,500.00 to be paid at time of sale agreement.
* Amounts to be paid before taking the keys of the flat.
Specifications:
STRUCTURERCC framed structure with:• External & Internal walls of solid concrete blocks.• External walls with cement plaster & internal walls with lime plaster.
FLOORINGLiving, Dining and Bedroom floors will have vitrified tiles. Kitchen and Toilet flooring will be non slippery tiles.
LOBBY & STAIRCASESMain entrance lobby will be done in a combination of granite & textured paint. Marble/Vitrified tiling and textured paint for the upper floor lobbies. Staircases will be finished with Kota stone.
LIFTPassenger lift of suitable capacity for the building.
INTERNAL DOORSWooden frames with flush doors and all fittings.
EXTERNAL DOORS & WINDOWSUPVC/Aluminum frames & shutters for all external doors and windows.
KITCHENPolished granite platform with stainless steel sink and drain board. Ceramic tile dado of 2 feet above granite counter.
TOILETS
Non slippery tiles for flooring EWC, Washbasin, Chromium plated fittings.
WALL FINISHES• Internal Walls - Oil bound distemper for all plastered walls & ceilings.• External Walls - Cement paint for the exteriors and common areas.
ELECTRICALSuitable points for Power & Lighting. With concealed wiring. • 5 KVA power for a 2 bedroom apartment• 8 KVA power for a 3 bedroom apartment.
WATER SUPPLYUnderground/Overhead storage tanks of suitable capacity with bore well supply as an auxiliary source of water supply.
TELEPHONETelephone points in living room and in all bedrooms.
TELEVISION (Cable TV)Television points in living room and in all bedrooms.
GENERATORGenerator will be provided for all common services.
LANDSCAPESkillfully designed and executed landscaping.
CORE ACTIVITIES
VILLAS
Kanva Blossoms - Golden Type A Kanva Blossoms - Golden Type B
Kanva Blossoms - Royal Type A Kanva Blossoms - Royal Type B
Kanva Blossoms - Classic Type A
Kanva Blossoms - Classic Type B
KANVA EDUCATION:
The Kanva Mission
" To provide an affordable means to world-class education, for global citizens in the making and
turning out not just academically qualified individuals but molding mature young people with a responsible and sensitive approach to
life".
The Institution
Located in a sylvan 4 acre locale near Nelamangala, 15 kms from Peenya, B'lore, Kanva Public School is fully equipped with 36 class rooms constructed over 24,450 sq.ft. of built up area to conduct classes from nursery to the post-graduate grades. Presently the institution offers admissions for classes from nursery following the SSLC / ICSE / CBSE pattern, conducted by the state / centre. Plans are on the anvil to expand the institute to include classes up to the post-graduate level.
Holistic Education
Kanva Education Trust is committed to impart complete and quality education in the true sense of the term i.e., Not just by way of setting formidably high academic standards, but also by developing both the intellectual and physical, without ignoring the spiritual dimension.
The institution's endeavor is to enable every student to develop an analytical mind, intellectual curiosity, moral integrity, a strong sense of values, a disciplined lifestyle and a feeling of companionship amongst each other.
Strong emphasis is laid on sports, co-curricular activities and project assignment, to take education beyond the confines of the classroom to create a rich, simulating and creative experience.
Sports and Co-curriculars Activities
Kanva Public School will offer comprehensive facilities and encouragement for a variety of programs beyond the dictates of the curriculum. The spacious playground equipped with sports facilities is the first step towards this end. Other infrastructure to facilitate sporting activities will include equipment for indoor and outdoor games: field & sport equipment for cricket, courts for badminton and basketball, gymnasium and a swimming pool. Co-curricular including art, dance, quiz elocution and nature & adventure activities will also be integral part of mainstream programme. The many talents of the students will hence be explored.
Educational, documentary and other international films are screened for the benefit of the students at the campus. Besides nature walks, picnics and treks with educational focus will also be organized at a regular frequency.
More Facts And Features
Innovative tutoring programs and new generation teaching methodologies that include audio - visual aids will be used to facilitate better learning and retention.
Students will have minimum home assignments.
Slow learners will be specially coached to ensure that all students benefit equally.
Frequent parent - teacher meetings will be conducted to discuss the progress of students.
Moral education is also an integral entity of the curriculum.
A hygienic canteen serving wholesome and nutritious food will be convenient for both hostilities and day students. Cleanliness and discipline shall be adhered to at all meal - times.
Buses and vans shall be provided to ply day - students to the campus and home.
Every effort will be made to provide students with facilities and an ambience conducive and convenient for scholastic pursuits.
Academics
The tutoring principles at Kanva Education Trust revolves around the fact that the schools are not mass - produced; they are nurtured and developed with personalized care and attention, in a practical application - oriented and friendly environment. The well - qualified and motivated faculties are fully equipped to make learning inspiring and effective. Small classes with a healthy teacher student ratio ensure individual, personalized attention for students.
Well - equipped classroom and laboratories, besides a finely stocked library will be provided to students, to aid the learning process effectively.
Facilities for Hostelities & Day Students
Kanva Education Trust has excellent boarding facilities for students. Well - maintained, spacious dormitories will be provided, where no expenses are spared in making them comfortable.
In - campus resident doctors will meet the medical needs of students.
Good communicational facilities at the hostel will aid students to stay in touch with parents.
The Objectives of our Quality Education
To simulate a healthy interest concerning the environment.
To encourage independence and creativity.
To imbibe aesthetic appreciation.
To inculcate good health habits.
To prepare students to face life in a disciplined manner.
To develop desirable social attitudes and manners.
General Information
Children of age 2 years 10 months (as on 31st May 2006) are eligible for admission to Nursery class. For admission to higher classes, progress report from the school last attended is to be produced.
School Timing ( Monday to Saturday)
Nursery : 9.30 am to 12.30 noon LKG : 9.30 am to 12.30 pm UKG : 9.30 am to 12.30 pm
Std 1 to -- : 9.30 am to 3.30 pm
The School year will extend from June to April and is divided into three terms
For pleasant Journey and Safe Traveling and also well being of the travelers, KANVA GROUP OF COMPANIES started ‘KANVA TOUR AND
Kanva Software with a mission to establish business in India or elsewhere, of software development, e-commerce, e-CRM software services, business software solutions services, any business / activity related to information technology, call centre management in the aim of satisfying all clients with their products and servicing their specific needs, allowing them to focus on their core competencies. With a team of 25 and the strong backing of the exceptional skills of our project managers and programmers, and the high quality of the products and services provided we are capable of handling any project which assures our aim.
Kanva Media Management Services are in this field since 3 years. We have professionals who have 10 years of experience in Print and Visual Media, Documentary – Corporate Movies and Advertisement Films.
Kanva Media Management Services are also into News Paper Ads, News releases. We also conduct Press Conferences, Event Management and take Modeling assignments.
We provide the best quality production, good picture quality at a very less rate compared to others. We have dedicated professionals at our disposal.
‘We assure you, We treat our Customers as like our own’Our Services includes:
1. Documentary and Corporate Movies, Advertisement Film.2. News Paper Advertisements.3. PR Works.4. Modeling.5. Hoardings.6. Event Management.And Media Related Consultancy
What is a chit fund?
Chit is a kind of savings scheme where a specific number of individuals come together to pool a specific mount monthly (total amount collected will be equal to the chit value). A the end of each month, there will be an auction for the chit value. Members of the chit will participate in this auction for the pooled money during that month. The money will be given to the highest bidder( maximum of 30% of the chit value and a minimum of 5%). The bid amount that the highest bidder has bid will then be divided by the number of members and the company organizing the chit fund as service charges (5% of the chit value per month). This bid amount that each individual receives will be deducted from the specific amount pledged. Thus giving a return in each month. Usually the discount will continue to decrease over periods. The person getting money in the last month will receive the full scheme amount, deducting 5% service charges.
Kanva Chits has been incorporated and approved by the State of Karnataka under The Chit Fund Act -1982 and the Registrar of Companies (ROC). The main objective is to grow to be one of the largest chit funds in the State of Karnataka. In the years gone by, the company has managed to generate a reputation of trust, reliability and security among various clients and customers.
New Chit Groups StartingSubscribe NOW !!! & Get A Free GIFT
Chit Value Duration Monthly Subscription
10,00,000 50 Months20,000
1,00,000 50 Months 2,000
50,000 50 Months 1,000
5,00,000 40 Months 12,500
2,00,000 40 Months 5,000
1,00,000 40 Months 2,500
1,00,000 25 Months 4,000
50,000 25 Months 2,000
Kanva Group of Companies has been a synonym to the happiness of people involved with it. Now, widening the horizons of our work culture, we have stepped into what is widely and generally known as the Real Estate and Land Development Profession. As a part of KANVA PRINCIPLES, we know, for us, it is not merely a money-spinning business, but selfishness of our own happiness by fulfilling the dreams of that unknown who dreams to build a home and not mere a house and who dreams even bigger to build a commercial complex or a residential complex. We will be with you to get you the property of your desire, your choice and your dream in and around Bangalore. We assure you, we treat our clients like our own Family.
To take the service providing to the further level, we have established a customer support help desk “KANVA PROPERTY MANAGEMENT SERVICES”. This service focuses on dedicated property care and legal maintenance of your property, ensuring that your property is very well looked after and all the facilities are fully functional at all the times.
SERVICES:
Project MANAGEMENT
When it comes to the construction, we even peel the rind (skin) of the fruit and take it to your mouth, just bite it, chew it and swallow it.
We assist you from the As of constructing your dream home, i.e.,
Getting the right property Architectural designing Preparation of work planTaking up of construction work
To the Zs of construction, i.e.,
Interior designing Plumbing & electrical works Getting water, electrical and telephone connections from the various authorities andElevator (Lifts) services in the buildings.
Legal MANAGEMENT
Legal aspect is not everybody's cup of Tea. It needs the real professionals to take good care of your legal issues and more so when it is the matter of Land. Sit back and enjoy the service our legal experts provide you.
Our Legal and Para-Legal professionals take good care of the title deeds of sites in question, investigate the documents in question from CMC, BDA, BMRDA and provide expert legal opinion.
Our Legal and Para-Legal professionals take good care of getting the plans approved, and tax payment related issues in BMP. And
Our legal experts do the Khaata investigation for you.
Tenent MANAGEMENT
Devil is in the details, they say. You miss one term; you do not know who is up for a grab.
Our Legal and Para-Legal professionals would help you prepare lease agreement with your tenants.
Our service providing squad will collect monthly rentals from your tenants and deposit it in your account. And
Our trained professionals deal with incidents, concerns and complaints from both the ends.
Facility MANAGEMENT When in need, we get into act and do the needful. Here is how it goes.
Brick by brick supervision of building construction.
Maintenance of Flat/House as we have our own trained professionals to take good care of your property, i.e., security men, electricians, plumbers, gardeners, interior designers etc. The reliable squad responds to your call quickly and does the needful. Appreciate them if you like.
And here comes the breather at last. A new service is awaiting your call. If you are going away leaving your home behind for a certain period time, and you do not want to let out your home, we are there to look after it for you. We will open the windows and let the fresh air in, water your plants, and make sure routine remains routine till you are back. And most importantly, we hand over your property in a very safe condition when you are back. What else do you want?
CONSULTATION FEE:
Registration fees (membership for service) Rs, 1,250/- +Service Tax
Title deed verification Rs. 5,000/- to Rs. 15,000/-
Valuation Rs. 3,000/- to Rs. 4,000/-
Maintenance of tax payment (min. of 5 years contract) Yearly maintenance fees of Rs. 1,000/-
Rent collection (min of 5 years contract) Yearly maintenance of Rs. 3,000/-
Approval of plan, projects Depends of size of the plan and projects
If there is any transaction on any business which costs upto 50 lakhs, 0.5% to be paid to the company as service charge.
If there is any transaction on any business which costs 50 lakhs or more, 0.4% to be paid to the company as service charge.
If there is any transaction on any business which costs 75 lakhs or more, 0.3% to be paid to the company as service charge.
If there is any transaction on any business which costs 1 crore or more, 0.25% to be paid to the company as service charge.
People who are looking to save part of their earned money, so that they can use the money for emergency purposes and they can expect get good services from the Bank Or Societies.SRI KANVA SOUHARDHA CREDIT CO-OPERATIVE LIMITED, is one of the
trusted cooperative limited organization which was started in Bangalore in 2004.
TRUST was started in 2006, Laid foundation of Temples in KANVA GARDEN CITY. We have started Shiva Parvathi, Ganesha Subramanya Temple.To help the society at large we plan to open Hospitals and Home for Senior Citizens who have been a neglected by their Families and who are need of immediate help.
In the year 1999, Aruna Marketing was converted to a public limited company under the name of "Kanva Marketing Limited" with accordance of the company's act of 1956. The objectives of Kanva Marketing Limited was to carry out all types of trade, distribution and marketing activities (both domestic and international) on its own or as sales, purchase, commission agents, dealers or brokers. In addition to act as independent contractors or service providers for market consultancy, technical advisory, after sales service, forwarding, warehousing, storage, market research, and in such capacity to give advice, information and render services which may lead to or be conductive to the adoption by the constituents or principals whether in the domestic or international market.
1. NEED FOR THE STUDY:
The satisfaction of the consumer is vital to any organization since it reflects on
the proceedings and the future prospects of business organization. The positive and negative satisfaction
of the consumer towards the organization will arise from the time the consumer plans to purchase a
product or service. If the experience of the consumer is not up to his/her views, the proceedings on the
purchase or service will be affected. A positive thought about the company creates goodwill and loyal
consumers. Therefore survey on consumer satisfaction to KANVA.
2. OBJECTIVES OF THE STUDY:
2.1 PRIMARY OBJECTIVE:
Is to find the satisfaction level of KANVA’s Products & services based on Customer satisfaction
Index on their customers.
2.2 SECONDARY OBJECTIVE:
Is to find
The dissatisfied customer’s response
The company’s productivity in terms of Customer complaints
The probability of recommending DHL to others
The Probability of switching to other service providers
3. SCOPE OF THE STUDY:
To find the satisfaction level of the customers about the products/services of KANVA.
The suggestions make the company to improve and to make better and efficient
promotional campaign.
To find the acceptance level of the customers about the products/services of KANVA.
To find out customer’s opinion about the products/services of KANVA.
4. LIMITATIONS OF THE STUDY:
The study is time bound and therefore, in future there may be variation in the choices, preference
and attitude of the consumer due to advancement in fashion & trends based.
The primary data collected from the respondents is based on their own knowledge and social
status and therefore, the collected data cannot be said as a foolproof data.
This study is an academic effort and hence it has limitations like time, cost and geographical area
of research.
CHAPTER 2
RESEARCH METHODOLOGY
2.1 RESEARCH DESIGN
The research design adopted for the present study is descriptive in nature. The study is based on survey
method. The technique used for the collection of data is non-probability simple random sampling
technique is used.
2.2 TOTAL POPULATION:
The people in Banglore city are the population considered for the study
2.3 SAMPLING SIZE
A sample size of 120 respondents is chosen for this study.
2.4 STATISTICAL TOOLS
Frequency analysis
Percentage analysis
2.5 PERIOD OF STUDY
For the purpose of study, the data was collected during the period from June 2010 to July 2010
through questionnaire, discussions, documents and schedules.
2.6 SOURCES OF DATA COLLETION:
PRIMARY DATA:
To obtain relevant information primary data was collected. The primary data has
been collected from the KANVA customers. The primary data was collected from the KANVA customers
with the help of questionnaire. This questionnaire method was adopted for data collection from the
customers.
SECONDARY DATA:
Secondary data regarding the industry, company and products were obtained from
Internet
CHAPTER 3
3. CONCEPTUAL FRAMEWORK
3.1 CONCEPTUAL FRAMEWORK:
The concept of exchange leads to the concept of a market. A market consists of all potential
customers sharing a particular need or want who might be willing and able to engage in exchange to
satisfy that need or want. Thus, the size of the market depends on the number of people who exhibit the
need or want, have resources that interest other, and are willing and able to offer these resources in
exchange for what they want.
The concept of markets brings us full circle to the concept of marketing. Marketing means
working with market to actualize potential exchanges for the purpose of satisfying human needs and
wants.
The marketing concept holds the key to achieve organizational goals. It is determining the
needs and wants of target markets and delivering the derived satisfactions more efficiently and effectively
than competitors. The consumers display varying behavior while searching for purchasing, using,
evaluating and disposing a product.
Consumer Behavior is concerned with not only, what customer buy, but with why they buy it,
where, how they buy it and how often they buy it is concerned learning the specific meanings that
products hold for customers individuals may be subject to the same stimuli under apparently the same
conditions, but how they perceive them, recognize them, organize them and interpret them and highly
individualized process based on each person’s own needs, values and expectations. The last few years,
changes due to liberalization and free market economy have made a lot of changes in the Indian
consumer’s attitude towards products/services.
Now, they are given a wide variety of products and this has also led to stiff competition
among companies. In developing a product, the manufacturer has to choose a quality level that will
support the products in the target market. Quality is one of the major positioning tools of any marketer.
Consumers often judge the quality of a product on the basis of a variety of information’s cues that they
associate with the product/services.
Customer Expectations
Customer is defined as anyone who receives that which is produced by the individual or
organization that has value. Customer expectations are continuously increasing. Brand loyalty is a thing
of the past. Customers seek out products and producers that are best able to satisfy their requirements. A
product/service does not need to be rated highest by customers on all dimensions, only on those they
think are important.
Customer Satisfaction – a Critical Component of Profitability
Sadly, mature companies often forget or forsake the thing that made them successful in the first
place: a customer-centric business model.
They lose focus on the customer and start focusing on the bottom line and quarterly results.
They look for ways to cut costs or increase revenues, often at the expense of the customer.
They forget that satisfying customer needs and continuous value innovation is the only path
to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve
upon what made their bigger competitors successful in the first place and steal their customers.
Organizations are increasingly interested in retaining existing customers while targeting non-
customers; measuring customer satisfaction provides an indication of how successful the organization is
at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary
depending on other options the customer may have and other products/services against which the
customer can compare the organization's products/services.
CHAPTER 4
ANALYSIS AND INTERPRETATION
4.1 DATA ANALYSIS AND INTERPRETATION
This chapter deals with data analysis and interpretation of the information collected by the
issue of questionnaire on CUSTOMERS SATISFACTION SURVEY among KANVA customers
in Banglore city. Simple percentage analysis was done with the data.
In this section of the analysis, the focus is on the various aspects of the respondents like the
perceived quality, corporate image, perceived value, customer complaint and customer loyalty.
The objective of this section of study is to analyze the various characteristics of the respondents
that are independent. These characteristics reflect the way the respondents have chosen to stick
with in later questions and thus can be broadly categorized for the general population depicting
the same characteristics. These qualities can be generalized thus across a specific cross section
of the respondents and patterns can be identified that can be utilized for various purposes that
could be linked to these attributes identified.
TABLE 1:
Sno gender N0 of the respondent percentage1 Male 80 66.672 Female 40 33.33
total 120 100
INTERPRETATION:
The above table shows that the total number of respondents are 120 where
66.67% of them were males and 33.33% of them were females.
TABLE 2:
2) Your chances to buy KANVA products when you hear about shopping for men’s wear?
Sno Frequency No of respondent Percentage1 Extremely High 40 33.332 High 33 27.53 Moderate 29 24.14 Low 18 15.005 Extremely low 0 0.00
total 120 100
INTERPRETATION:
The above table shows that the chances to buy KANVA product when they prefer to
shop is 33.33% of respondents has responded their chances are “extremely high”which is the majority &
27.5% has responded their chances are high, 24.1% of chances are moderate and only 15% of them has
responded as the chances are low.
TABLE 3:
3) Which media of advertisement is more influencing for using KANVA?
Sno Media of advertisement
No of respondent Percentage
1 Internet 23 19.16
2 Television 42 35.00
3 Newspaper 36 30.00
4 Magazines 9 7.51
5 Others 10 8.33
total 120 100
INTERPRETATION:
The above table shows that 19.16% of respondents were influenced by internet for
using KANVA product, 35% which is the majority were influnced by television,30% were influenced by
newspaper,7.51% respondents were influenced by magazines and 8.33% were influnced by other
sources.
TABLE 4:
4) How often do you visit KANVA?
Sno Frequency No of respondents percentage
1 Monthly 15 12.5
2 3 months once 43 35.83
3 6 months once 47 39.16
4 Yearly 9 7.51
5 rarely 6 5.00
total 120 100
INTERPRETATION:
The above table shows that 39.16% of majority respondents they visit KANVA
showrooms for atleast 6months once whereas 35.83% visits 3months once, 12.5% visit the shop atleast
monthly , 7.51% of respondents visits yearly once and 5% visits rarely .
TABLE 5:
5) How would you rate KANVA on the following corporate values that influenced to use the product?
Sno
Corporate value 0-20 20-40 40-60 60-80 80-100
1 Brand image 0 0 23 54 43
2 Advertisement 0 7 21 41 51
3 Value of price 0 0 36 40 44
4 Services 0 0 38 56 26
5 Quality of relationship 0 10 43 37 30
6 Overall satisfaction 0 0 19 59 42
INTERPRETATION:
The above table shows that the majority of the respondents are influenced to use
KANVA by the factors like advertisement and overall satisfaction while others are influenced by the
factors like brand image, value to price, service and quality of relationship.
TABLE 6:
6) For how many years you remain as a customer in KANVA?
Sno Period of experience No of respondent Percentage
1 Less than a year or a year
12 10
2 2-3 years 29 24.16
3 3-5 years 34 28.33
4 5-7 years 28 23.33
5 More than 7 years 17 14.16
INTERPRETATION:
The above table shows that how long years the respondents are being the customer of
KANVA whereas majority of 28.33% of respondents were the customer for the period 3-5 years, 24.16%
respondents were 2-3 years, 23.33% respondents were 5-7years, 14.16% respondents were more than
7 years and 10% of them are the customers for past one year.
TABLE 7:
7) Please indicate how far you are agree with the following statements :[corporate image]
Sno Corporate image Highly satisfied
satisfied neutral dissatisfied Highly dissatisfied
1 Caring customers 46 53 21 0 0
2 Trust worthiness 42 45 33 0 0
3 Goodwill 53 50 17 0 0
4 Emphasis on 47 41 32 0 0
public affair
INTERPRETATION:
The above table shows that the majority of the respondents is highly satisfied with
the corporate images like trustworthiness, emphasis on public affairs and satisfied with caring about
customers, goodwill.
TABLE 8:
8) The following faces express various feelings. Please select the face that best shows your feeling about KANVA?
Sno Satisfactory level No of respondents percentage
1 Very happy 48 40
2 Happy 45 37.5
3 Fair 27 22.5
4 Sad 0
5 Very sad 0
Total 120 100
INTERPRETATION:
The above table shows that 40% of the respondents were very happy with the
KANVA products and services,37.5% were happy, 22.5% respondents felt fair towards KANVA.
TABLE 9:
9) To what extent does the products /services meet your needs ?
Sno Satisfaction No of respondents Percentage
1 Extremely good 46 38.33
2 Good 53 44.16
3 Fair 21 17.50
4 Poor 0 0
5 Extremely poor 0 0
INTERPRETATION:
The above table shows the satisfaction level of the respondents towards the
KANVA where majority of 44.16% of respondents felt “good” , 38.33% responded “extremely good”,
17.50% responded as fair.
TABLE 10:
10) Are you aware that KANVA has got coupon facility?
Sno Awareness on coupon facility
No of respondents Percentage
1 Yes 98 81.66
2 no 22 18.34
INTERPRETATION:
The above table shows the awareness of the customer towards the KANVA’S
coupon facility and 81.66% majority of them responded they were aware only 18.34% were not aware of
the coupon facility.
TABLE 11:
11) Are your satisfied with the seasonal offers that are offered by KANVA?
Sno Satisfied with Seasonal offers
No of respondents Percentage
1 Yes 112 93.33
2 no 8 6.67
INTERPRETATION:
The above table shows that 93.33% of respondents are satisfied with the
seasonal offers only 6.67% were not satisfied with the seasonal offers.
TABLE 12:
12) How likely are you to recommend company KANVA to a friend or a relative?would you say the
chances are
Sno Recommend kanva No of respondent Percentage
1 excellent 47 39.16
2 Good 42 35.00
3 Fair 31 25.84
4 Poor
5 Not sure
INTERPRETATION:
The above table shows that that majority 39.16% of the respondents said that
their chances to recommend to others is”excellent”, 35% responded their chances are “good”, 25.84%
responded as “fair” .
TABLE 13:
13) How likely are you to continue the relationship with KANVA ?would you say the chances are
Sno Continue relationship with KANVA
No of respondents Percentage
1 Extremely high 63 52.51
2 High 44 36.66
3 Moderate 13 10.83
4 Low
5 Extremely low
INTERPRETATION:
The above table shows that majority of 52.51% responded that they will
continue the relationship with KANVA their chances are extremely high, 36.66% responded that their
chances are “high”,and only 10.83% responded that their chances are moderate.
TABLE 14:
14) The propensity to switch to other, when they offer better discounts (or) services, the chances are
Sno Propensity to switch to No of respondents Percentage
other
1 Extremely high 0 0
2 High 0 0
3 Moderate 12 10
4 Low 52 43.34
5 Extremely low 56 46.66
INTERPRETATION:
The above table shows the chances of respondents to switch to other brand
when they offer discounts, majority of 46.66% of respondents said their chances are “extremely
low”,43.34% responded their chances are “low”,10% of them responded their chances are “moderate”.
TABLE 15:
15) As a customer, if you are dissatisfied with the products/services delivered by KANVA, you will?
Sno If dissatisfied with the products/services from KANVA
No of respondents Percentage
1 Continue 14 11.66
2 Complain 79 65.83
3 Exit KANVA 27 22.51
INTERPRETATION:
The above table shows that If customers were dissatisfied with the
products/services from KANVA majority of 65.83% of respondents responded that they will complain
whereas 22.51% responded that they will exit KANVA, 11.66% responded that they will continue with
KANVA.
TABLE 16:
16) what type of a customer would you like to be in touch with KANVA?
Sno Customer to be in touch with KANVA
No of respondents Percentage
1 Annual customer 42 35
2 Star customer 78 65
INTERPRETATION:
The above table shows that majority 65% of customers wants to be a star
customer whereas 35% of them wants to be a annual customer.
TABLE 17:
17) KANVA is dealing with only men’s suitings now, in future what is your expectation about the
company to be dealt with including the existings?
Sno Customer expectation about KANVA in future
No of respondents Percentage
1 Only existing mens suitings
12 10.00
2 Ladies & kids wear 28 23.34
3 Leather stuffs 8 6.66
4 All the above 72 60.00
INTERPRETATION:
The above table shows that the expectation of customer where the KANVA
can make a scope in future.10% of them responded for only existing mens suitings, 23.34% responded
for ladies & kids wear, 6.66% responded for leather stuffs, and majority of 60% of them responded for
all the above including the existing one.
TABLE 18:
18) Suppose if your product’s quality is not upto your expectation what would you do?
Sno If product quality is not good
No of respondents Percentage
1 Retaining the product 9 7.5
2 Replacement 79 65.83
3 Get back the cash 28 23.33
4 Quit KANVA fashions 4 3.34
INTERPRETATION:
The above table shows that if the products quality is not upto the expectation
of customers , the respondents responded as 7.5% of just retaining the product with them,majority of
65.83% opted for replacement,23.33% opted to get back the cash,3.34%responded that they will quit
KANVA fashions.
TABLE 19:
19) In which of the brands that have mentioned below would you like to compare the product quality of KANVA?
Sno Compare the product quality of KANVA with
No of respondents Percentage
1 Raymonds 35 29.16
2 Mega mart 10 8.34
3 Louis phillipe 9 7.5
4 Others 20 16.66
5 Unique from others 46 38.34
INTERPRETATION:
The above table shows that in what way KANVA’s product can be compared
with other brands, 29.16% responded as raymonds, 8.34% responded as megamart, 7.5% responded as
Louis phillipe, 16.66% responded as others, majority of 38.34% responded as KANVA product is unique
from others it cannot be compared.
INTERPRETATION:
The above table shows the consumer level of satisfaction based on perceived quality factors. The
statements above are randomly arranged based on Linkert Scale Analysis Techniques and they are put to
the respondents responses with the total sample of 120 set of structured questionnaire. As per the
responses recorded by the respondents, the responses were arranged in the table format and the
percentage analysis were calculated.
CHAPTER 5
FINDINGS
The findings of this project are meant for the organization to analyze the pulse of the
market and to identify pockets of improvements for the customers. The issues faced by the
respondents are analyzed and perceived quality, perceived value, overall customer satisfaction,
customer complaint, customer loyalty and image of the organization are also analyzed and
understood.
As the result on “customers satisfaction survey” certain findings have been predicted
below, as the basis for the improvement of the company products/services and make the
customer to be satisfied above the level from the present level.
1. It is very clear that the majority of the respondents are influenced by Television and
newspaper for using KANVA.
2. The study shows that the majority of the respondents said that their chances to buy
KANVA products is extremely high.
3. The study shows that the majority of the respondents are influenced to use KANVA by
the factors like advertisement and overall satisfaction while others are influenced by the
factors like brand image, value to price, service and quality of relationship.
4. The study shows that the majority of the respondents are remain as a customer for 3 -5
years in KANVA.
5. The study shows that the majority of the respondents are agreed that they visit the
KANVA for atleast 3 or 6 months.
6. The study shows that the majority of the respondents is highly satisfied with the corporate
images like trustworthiness, emphasis on public affairs and satisfied with caring about
customers, goodwill.
7. It is very clear that majority of respondents are satisfied with KANVA products/services.
8. It is very clear that 90 respondents out of the total sample of 120 respondents are good
with needs satisfaction of KANVA.
9. The study shows that the majority of 98 respondents are aware of coupon facility in
KANVA.
10. The study shows that the majority of 112 respondents were satisfied with the seasonal
offers offered by KANVA.
11. The study shows that the majority of KANVA works fast in the case of customer
complaints.
12. The study shows that the majority of 47 respondents chances are excellent and 42
respondents chances are good to recommend the company KANVA to a friend or
relative.
13. The study shows the majority of 63 respondents are extremely high and 44 respondents
are high to continue the relationship with KANVA.
14. The study shows that the majority of the respondents do not switch to other express
services, when they offer better discounts (or) services.
15. The study shows when the respondents are dissatisfied with the products/services
delivered by DHL, then 14 respondents will continue with the same DHL service,
majority of 79 respondents will complain to the company.
16. The study also stated that majority of the customers feel “very happy” about KANVA
and many are of “Happy” with KANVA.
17. The study also shows that apart from Men’s suiting the customer expects a lot from
KANVA brand such as Ladies & Kids wear, Leather stuffs that includes (shoes, purses
etc)
18. The study also shows that majority of customers were responded that no other brands can
occupy the place of KANVA as they are unique..
CHAPTER 6
SUGGESTIONS
KANVA, being a big brand in Fashions, builds its market share & confidence majorly
through word of mouth Advertising, hence the company has to foremost keep up its trust
worthiness & service levels to the fullest satisfaction to customers to sustain in the industry.
The company needs to continue its service excellence in various qualities of corporate
image, Perceived Quality, Customer compliance which is the most promising factors to get
bonded with the customer’s loyalty.
The corporate can go out for further dealership outside Karnataka Dealerships &
Franchises so as to make its services available to the every corner of the India. Aggressive
advertising through all Medias will enable the company to achieve the same.
The respondent’s ranking on KANVA’s Corporate Values shows the level of likeliness
towards the brand, which is a known fact – the company has to retain its No 1 position with so
much of betterment in its process & customer compliance factors to become the “Dictator” in the
industry.
CHAPTER 7
CONCLUSION
Based on findings of the study, it is found that customer choose the service provider
based on the service levels in terms of Corporate Values such as Brand Image, Advertisement,
Reliability. The Perceived quality also plays a vital role in selecting the service provider as it
remains as a major component to gain customers trust & confidence. The study has revealed that
the Corporate Image is the most influencing factor for the customer.
From the study it is found that customers are satisfied. The chances of recommending
KANVA to others & customer loyalty towards the brand seems very strong. Wherein customers
hardly depart from KANVA’s services.