Documente Academic
Documente Profesional
Documente Cultură
Mangalore University, in p
Bachelor of Busi
KHA
`
Customer satisfaction cannot be very difficult. After all you either satisfied with the
services you receive or you are not. If you don’t you are not. If it is that easy, then
obtaining people's opinion about how satisfied they are with relatively straight
forward matter- or is it?. Customer satisfaction is a marketing tool and a definite value
addad benefit. It is often perceived by customers as important as the primary product
.or service your organisation offers
It looks at what is involved from 3 different angles, the first is from the view of an
organisation wishing to understand, and measures, how satisfied its customer are with
the products and services they receive from it. The second is from the perspective of a
research agency that has been asked to obtain feedback from customers and about
their experiences when dealing with companies. Finally it considers the issue from the
perspective of consumers who participate in surveys, including both business
customers and members of general public
DEFINITION
Codotte, woodruff and Jenkins (1987) define customer satisfaction as "conceptualized
".as a feeling developed from an evaluation of the experience
BUT there is general agreement with kotler (2003) that "customer satisfaction is a
person's feeling of pleasure or disappointment resulting from comparing a products
".perceived performance in relation to his or her expectation
In short customer satisfaction is "The provision of goods or services which fulfil the
".customer expectation in terms of quality and service, in relation to price paid
IT costs atleast 7 times more to source a new customer than it does to retain existing
one
A 'satisfied' customer tells 5-7 people in a year whilst a 'dissatisfied' customer will tell
.14-15 people
Companies can boost profits anywhere from 25% to 125% by retaining a mere 5%
.more of their exciting customers
Totally satisfied customers were 6 times more likely to use that services and
.commend it than ' satisfied' customers
Customers who have a bad experience with you and do not complain are only 37%
.likely to still do business with you
Customers who have an opportunity to complain and the complaint is achieved are
.95% likely to still do business with you
Factors of customer satisfaction
serviceof quality
reliability of service
Speed of enquiries
Customer satisfied 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 behaviours such as return and
recommend rate. The level of satisfaction can also vary depending on other options
.the customer can compare the organizations products
The net promoter score is a management tool that can be used to guage the
loyalty of a firms consumer relationships. It serves as an alternative to traditional
consumer a single question (usually, "how likely is it that you would recommend us to
a friend or colleague?") based on their responses, consumers can be categorized into
one of 3 groups, promoters, passives and detractors. In the net promoters are viewed
as valuable assets that drive profitable growth because of their repeat/increased
purchases, longevity and referrals, while detractors are seen as liabilities that destroy
profitable growth because of their complaints, reduced purchases/defection and
.negative word of mouth
HISTORY OF DIAMONDS
THE name diamond is derived from ancient greek adawa (a'damas), "people",
.""unalterable", "unbreakable"," untamed
Diamonds are thought to have been first recognised and mined in india,
were significant alluvial deposits of stone could be found many centuries ago along
the rivers penner, Krishna,and Godavari. Diamonds have been known in india for
.atleast 3000 years ago but mostly likely 6000 years
Diamonds have been treasured as gemstones since their use at religious icons
in ancient india. Their usage in engraving tools also dates to early human history. The
popularity of diamonds has been risen since 19th century because of increased supply
improved cutting and polishing techniques, growth in the world economy, and
innovative and successful campaign. In 1772 antonine lavoisiee used a lens to
concentrate the rays of the on a diamond in an atmosphere of oxygen and showed that
the only product of combustion was carbon dioxide providing that diamonds is
composed of carbon. Later in 1797, Smithson tennat repeated and expanded that
experiment by demonstrating the burning diamond and graphite (charcoal) releases
.the same amount of gas he established the chemical equivalence of these substances
The hardest natural diamonds originated mostly from the copetion and
bingara fields located in the new England area in new south wales Australia. These
.diamonds are generally small, perfect and are used to polish other diamonds
Identification
Diamonds can be identified by their huge thermal conductivity. Their high refractive
index is also indicative, but other materials have similar refractivity. Diamonds cut
glass, but this does not positively indentify a diamonds because other materials such
as quartz, also lie above glass on the mohs scale and can also cut it. Diamonds can
.scratch other diamonds but this can result in damage to one or both stones
PRODUCTION
Approximately 130 million carats of diamonds are mined annually with a total value
.of nearly US$ billion and about 100000kg are synthesized animally
Roughly 49% of diamond originate from central and southern Africa ,although
significant source of the mineral have been discovered Canada , India, Russia, Brazil,
and Austria's they are mined from kimberlitic and lamtroite volcanic pipes , which can
bring diamond crystals , originate from deep within the earth where high pressure and
temperature enable then to form , to the surface . the diamond supply is controlled by
a limited number of powerful business and is also highly concentrated in a small
number of location around the world
Company profile
…A sterling legacy…the finest diamonds…exclusive creations
That’s orra – the diamond destination! A spark born in 1888 was carried for
over a century to metamorphose into orra. From sculpting and manufacturing
diamonds to crafting and retailing the finest diamond jewellery, orra has come
.a long way since its inception
Orra – the diamond destination is india’s largest and only exclusive diamond
jewellery retail chain. It is a part of the rosyblue group – the world’s largest
diamond manufacturing company with a presence across 15 countries
headquartered in antwerp, belgium (www.rosyblue.com). The group is among
the largest sight holders and india's largest diamond and platinum retailer.
.Today, 1 in every 25 diamonds in value terms is a rosyblue diamond
Name a size, define a shape, state the color and ORRA will have a
diamond to make your dream come true. We can proudly claim that 1 in
.every 25 diamonds is a Rosy Blue diamond
The company has come a long way from sculpting diamonds to crafting
the finest diamond jewelry. A legacy that has spanned centuries,
overwhelming the world with its brilliance can be summed up as ORRA.
A word that epitomizes the person it was created for - her spirit, her grace
and the invisible glow that surrounds her. At ORRA, diamonds are
.sculpted to be as special as the person who buys it
The type of the research done here is of descriptive in nature. The data is collected
.and presented as it is by means of survey collected
:Primary objective
:Secondary objective
.To study the attitude of customers towards the facilities provided at the center
.This study helps in understanding how satisfied the customers are with orra diamonds
.This study also helps in knowing which of the diamonds type are preferred
The other scopes being it enables us to know the quality of diamonds and service
.provided
Research methodology
.Sample size: The study is done by collecting data from a sample size of 50 customers
Sources of data collection method: The study is done by collecting primary data as
.well as secondary data
The conclusion arrive at are my limited knowledge and data that was at my disposal
TABLE 1
Criteria Nu
20 -35 30
35 -45 9
45 -55 6
55 and above 5
Total 50
From the table and chart 5.1it is evident that 60% of customer satisfied are between
the age 20-35 and 18% are between the age 35-45 and 12% are between the age group
45-55 and 10% are between the age group 55 and above. so it is observed that
majority of customer satisfied are between the age 20-35
– TABLE
GRAPH - 1
.GENDER2.1
Male 30 60%
Female 20 40%
Total 50 100%
GRAPH-2
From the table and chart no 5.2 it is evident that 60% customer satisfied are male and
40% are female. So it is observed that majority of customer satisfied are male
TABLE 3
MARTIAL STATUS .3
Single 26 52%
Married 24 48%
Total 50 100%
GRAPH -3
From the table and graph no 5.3 it is evident that 52% customer satisfied are single,
.and 48% are married. So it is clear that more number of customer satisfied are single
TABLE – 4
QUALIFICATION .4
Graduate 25 50%
Other 10 20%
Total 50 100%
GRAPH -4
From the table and chart no 5.4 it is evident that 50% respondents of orra diamonds
are graduate, and 30% are post graduate and other are 10% .so it is clear that majority
of respondents are graduate
- TABLE 5
ANNUAL INCOME
100000-200000 15 30%
200000-400000 17 34%
400000-600000 8 16%
Total 50 100%
GRAPH -5
From the table and graph 5.5 it is evident that respondents annual income from
100000-200000 are 30% and 200000- 400000 are 34% and 400000-600000 are 16%
and 600000 and above are 20%. So it is clear that majority no of respondents have
.annual income of 200000 – 400000
Table -6
No 5 10%
Total 50 100%
Graph -6
From the table and graph 5.6 it is evident that 90% of respondents are aware of orra
diamonds and 10% are not aware . so it is clear that majority of respondents are
aware of orra diamonds
Table -7
Publicity 14 28%
Newspapers 4 8%
Television 3 6%
Radio 2 4%
Banners 10 20%
Posters 7 14%
Total 50 100%
From the table and graph 5.7 it is evident that 28% of respondents came to know
about orra diamonds through publicity , 8% through newspapers,6% through
television, 4% through radio, 20% through banners and 14% through posters. So it is
.clear that majority of customers came to know about orra diamonds through publicity
Table -8
Yes 30 60%
No 20 40%
Total 50 100%
Graph- 8
From the table and graph 5.8 it is evident that 60% of respondents are satisfied with
services provided by orra than its competitors, and 40% are not satisfied. So it is clear
.that majority of respondents are satisfied with the services than its competitors
Table -9
Yes 40 80%
No 10 20%
Total 50 100%
Graph -9
From the table and graph 5.9 it is evident that 80% are satisfied with offers and
discounts and 20% are not satisfied. So it is clear that majority no of respondents are
.satisfied with offers and discounts
Table -10
Yes 34 68%
No 16 32%
Total 50 100%
Graph 10
From the table 5.10 it is evident that 68% are satisfied with the value of money, and
32% are not satisfied with the value of money. So it is clear that majority no of
.respondents are satisfied with the value of money
Table -11
Quality 20 40%
Offers 5 10%
Service 10 20%
Discounts 5 10%
Total 50 100%
Graph -11
From the table 5.11 it is evident that 40% of respondents give importance to
quality,10% to offers ,20% to variety of design,20% to service and 20% to discounts.
.So it is clear that majority of respondents give importance to quality
Table -12
Yes 34 68%
No 16 32%
Total 50 100%
Graph -12
From the table and chart 5.12 it is evident that 68% of respondents know to assure the
quality of jewel, and 32% don’t know to assure the quality of jewel. So it is clear that
.majority of respondents know to assure the quality of jewel
Table -13
Yes 34 68%
No 16 32%
Total 50 100%
Graph -13
From the table and chart 5.13, it is evident that 68% of respondents give more
importance to quality assurance and 32% of respondents don’t give importance. So it
.is clear that majority of respondents give importance to quality assurance
Table 14
Total 50 100%
GRAPH 14
From the table and graph 5.14 it is evident that 20% of respondents first think about
logo of orra diamonds, 50% about purity of diamond, 30% about tagline. So it is clear
.that majority of respondents think about purity of diamonds
Table- 15
Excellent 16 32%
Average 29 58%
Total 50 100%
Graph -15
From the table and chart 5.15 it is evident that 32% of respondents felt excellent
about the rate of pricing, 58% were average, 10% were below average. So it is clear
.that majority of respondents are average
Table 16
Unsatisfied 5 10%
Total 50 100%
Graph -16
From the table 5.16 it is evident that 30% of respondents are extremely satisfied with
the product, 60% are very satisfied, 10% are unsatisfied. So it is clear that majority of
.respondents are just satisfied with the product
Table -17
Agree 20 40%
Neutral 10 20%
Disagree 4 8%
Total 50 100%
Graph -17
From the table and chart 5.17 it is evident that 32% of respondents strongly agree
that their requirement was well hand led by customer representatives quickly, 40%
felt it was confusing, 20% felt it was neutral, 8% felt it wasn’t confusing. So it is
.clear that requirement handled was confusing
Table -18
Yes 36 72%
No 14 28%
Total 50 100%
Graph -18
From the table 5.18 it is evident that 72% of respondents are satisfied that customer
representatives had good knowledge about the product, 28% of respondents are not
satisfied. So it is clear that majority of customers are satisfied with the representatives
.knowledge about the the product
Table 19
Yes 30 60%
No 20 40%
Total 50 100%
Graph 19
From the table5.19 it is evident that 60% of respondents would recommend to other
mangaloreans, and 40% would not recommend to other mangaloreans. So it is clear
.that majority of respondents would recommend to others
Table 20
Yes 37 74%
No 13 26%
Total 50 100%
Graph -20
From the table and graph 5.20 it is evident that 74% of respondents are satisfied with
the quality of orra diamonds, 26% are not satisfied. So it is clear that majority of
.respondents are satisfied with the quality of orra products
Table -21
Yes 34 68%
No 16 32%
Total 50 100%
Graph -21
From the table 5.21 it is evident that 68% of respondents are satisfied with the
ambience and display of orra diamonds, and 32% are not satisfied with ambience
and display of orra diamonds. So it is clear that majority of respondents are satisfied
. with the products
Table -22
Yes 30 60%
No 20 40%
Total 50 100%
Graph 22
From the table and chart 5.22 it is clear that 60% of respondents are satisfied with
the designs available at orra products, 40% of respondents are not satisfied. So it is
.clear that majority of respondents are satisfied with the designs available at orra
Table 23
8 16%
50 100%
Other
Total
Graph -23
From the table and chart 5.23 it is clear that 52% of respondents prefer good quality ,
12% prefer less price as compare to other, 20% prefer location and 16% prefer other.
.So it is clear that, majority of respondents prefer good quality
FINDINGS .6
It was found that majority of the customers where in between the age group 20-35
It was found from the study that satisfied customers were more number of male
.when compared to female
.It was that more number of single are satisfied with the orra products
. It was found that 50% are graduates
Financing facility: orra can tie up with some of the major financials in the country to
provide customers loan facilities
Better designs: ORRA can provide for a variety of designs to meet the ever growing
need of the customers
Customization: ORRA can give customers the choice of customizing their jewellery
under the experts from ORRA
Conclusions
Customers needs are always changing and meeting the same is really tough. Hence
ORRA should constantly innovate its design to improve the customer satisfaction.
.And try and build up brand loyalty with its customers
ORRA can use the findings, suggestions given in the study in order to maximize its
market share
✔
ANNEXURE.8
BIBLOGRAPHY.9