PROJECT REPORT ON

Topic name


UNIVERSITY OF MUMBAI
FOR ACADEMIC YEAR 2012-2013


PROJECT GUIDE
Ms. SHRADHA JAIN


PREPARED AND SUBMITTED BY
Name of student roll.no
T.Y.BMS (SEMESTER V)



K.P.B. HINDUJA COLLEGE OF COMMERCE
CHARNI ROAD

ACKNOWLEDGEMENT

I, the undersigned would hereby like to thank University of Mumbai for giving me an
opportunity to present my skills in the form of this project which will not only prove to
be useful for my academic profile but will also prove to be fruitful for my future for
attaining jobs and also will help me to face the growing competition in the corporate
level.
I would also like to thank Prof. Shradha Jain for assisting and guiding me in every
possible way she could have to prepare for preparing this wonderful project or else
completion of this project would not be possible.
I would also like to thank K.P.B. Hinduja College of Commerce for timely
availability of books and use of internet which have been an important input into
completion of this project.
Lastly, I would also like to thank my parents for providing all necessary funds which
were required for making of this project.

Place: Mumbai (Name of student)
Date:


DECLARATION
To,
The Principal,
K.P.B. Hinduja College of Commerce,
315, New Charni Road,
Mumbai 400 004.

Respected Sir,
I, the undersigned hereby declare that the project report entitled
CUSTOMER SATISFACTION is an original work developed and submitted by me
under the guidance of Ms. SHRADHA JAIN.
The empirical findings in this report are not copied from any report and are true and
best of my knowledge.

DATE:
PLACE:
ROLL NO:
SEAT NO:

Signature of Student
CERTIFICATE























This is to certify that Miss VARSHA SIKARWAR of K.P.B. Hinduja College
of Commerce has successfully completed the project in the academic year
2010-11, as a part of academic fulfillment of Bachelors of Management Studies
(B.M.S.). The information submitted is true and original to the best of my
knowledge.


Signature of Principal Signature of Project Guide
____________________ ______________________
Signature of External Examiner Signature of Coordinator

K.P.B. HINDUJA COLLEGE OF COMMERCE
MUMBAI
EXECUTIVE SUMMARY

Customer satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. In a competitive
marketplace where businesses compete for customers, customer satisfaction is seen
as a key differentiator and increasingly has become a key element of business
strategy. To achieve Customer satisfaction is the main aim of a customer oriented
companies. In this competive world and changing world it is necessary for
companies to satisfy their customer and retain them as retaining is quite cheaper
then attracting new customers.
There are many methods and measures to satisfy customer and retain them in
their company. Companies need to look at the complaints and changing needs of
their customers and full fill them as per their needs.customer satisfaction As got
many benefits for the company and for the customers also.
The companies are graded as per their satisfaction level of their customer.
Hospitality services are directly related with customers i.e each department in
hospitality services relates to customer directly or indirectly and satisfying them in
different ways.thus customer satisfaction is an important area of concentration for
companies to exist in long run.




LIST OF TABLES
Table. No. Title Page No.
4.1 Available Brands 19
4.2 Top 10 Confectionaries Brands 22

LIST OF FIGURES
Figure.
No.
Title Page
No.
4.1 Major Players in the Confectionary Sector

16
7.1 Liking about school and teachers

27
7.2 What is their most exciting part of the day?

28
7.3 What do they do in their free time?

28
7.4 Ratio of children getting pocket money

30
7.5 Amount of pocket money (per month)

30
7.6 What do they spend their money on?

32
7.7 Do they like sweets?

33
7.8 Why do they like sweets?

33
7.9 When asked to name some sweets what was the first brand name they took? 35
7.10 What kind of sweets do they prefer? 36
7.11 They buy based on 37
7.12 How often do they buy sweets? 38
7.13 Which sweet did they have last? 39
7.14 Who buys it for them? 40
7.15 How much do they spend on sweets? 41
7.16 Where do they buy it from? 42
7.17 How do they eat them? 43
7.18 Which sweets do friends like? 43
7.19 Which contest have they heard of 44
7.20 Will they buy sweets if they are promoted with their favourite star? 46
7.21 Their role models 46
7.22 If prices were to be reduced would you buy more? 47
7.23 If they like brand x but brand y has a promotion then would they buy brand y 48
7.24 Will they buy more sweets if there are contest with the gifts they desire? 48
7.25 Do they prefer foreign or Indian sweets? 49
7.26 Why do they like foreign sweets? 49
7.27 How can sweets be improved? 51











INDEX

Chapter Particulars Page. No
Acknowledgement
Declaration
Certificate
List of Tables
List of Figures
Executive Summary
Chapter 1 Introduction
Chapter 2 Overview of confectionary industry
Chapter 3 Market scenario
Chapter 4 Major players
Chapter 5 Consumer habits and preferences
Chapter 6 Hypothesis
Chapter 6 Data collection, analysis and interpretation
Chapter 7 Suggestions And Conclusions
Bibliography
Annexure 1