A

PROJECT REPORT
ON
“TO MEASURE THE SERVQUAL SCALE AT DHIRAJSONS MEGASTORE”
AT
ATHWAGATE, SURAT

Submitted in partial fulfillment of the requirements

For the awards of the degree of

MASTER OF BUSINESS ADMINISTRATION

Submitted By:
JETHVA KETAN J.
M.B.A (SEM –IV)

Under the guidance of

DR.MANISH SIDHPURIA

Submitted To:

DEPARTMENT OF BUSINESS AND INDUSTRIAL MANAGEMENT

VEER NARMAD SOUTH GUJARAT UNIVERSITY
SURAT

JANUARY – APRIL 2009

 Declaration

I, the undersigned, JETHVA KETAN J; student of MBA (2-Year Full-time)

programmed at the Department of Business & Industrial Management,
Veer Narmad South Gujarat university, Surat, hereby declare that the
work reported by me in this report titled “TO MEASURE THE SERVQUAL
SCALE AT DHIRAJSON MEGASTORE” is original and fully an outcome of
the winter Project work carried out by me at dhirajson (athwagate)
branch during 30th December, 2008 to 30th February, 2009.
I further declare that secondary sources of information have been duly
acknowledged wherever used.

I also declare that the work reported here has not submitted to this
University or any other University or Institute for the award of any degree
or diploma.

Date:
Place: Surat

Department of Business & Industrial Management

 Veer Narmad South Gujarat University, Surat

Certificate

This is to certify that Mr. JETHVA KETAN J. satisfactorily completed the his
winter project at state bank of India (katargam) branch during
30th December, 2008 to 30th February, 2009

The work done by him has been reported here under the title
“TO MEASURE THE SERVQUAL SCALE AT DHIRAJSON MEGASTORE” is a
record of his own work carried out under my supervision.

(Dr. M. V. Sidhpuria)

Forwarded for evaluation

_______________
(Prof. Renuka Garg)
Professor & Head
 PREFACE

This project report is written in accordance with the ‘Master of Business

Administration’ (M.B.A) program prescribed by Veer Narmad South
Gujarat University, Surat.
The main objective of the project work is to develop among the
student a feel that about industrial environment & business practice in
order to develop a practical basis in them as a supplement to theoretical
study of the management.

The report is based on my elective subject of “TO MEASURE THE

SERVQUAL SCALE AT DHIRAJSON MEGASTORE” As a part of my project

work, I had been departed to “dhirajson (athwagate) Surat.”

I have mentioned all the information which is true and useful in
some time in business.
 ACKNOWLEDGEMENT

I would like to start by thanking Veer Narmad south Gujarat University for
providing me with an opportunity to undergo training at this firm. I would
like to thank head of department (Industrial and business management)
in particular for making available all necessary facilities for the fulfillment
of my research work
The success of any task lies in effective input. But this cannot be obtained
without the co-operation of others. I wish to acknowledge all the help of
all those people who have spent their valuable time and given me their
kind co-operation, there by enabling me to complete my survey and study
to satisfactory levels.
I would also like to express my heartfelt gratitude towards Mr.jaldi sir,
HR manager of dhirajson for allowing me to work under his direct
supervision.
I am also grateful to Dr. Manish sidhpuria, my academic guide and lecture
for his invaluable inputs and continuous guidance at every stage of my
project. It is only due to his encouragement and practical suggestions that
I could achieve my target.
Finally I wish to thank all my friends staff members at dhirajson
(athwagate), who directly or indirectly aided me in my project.

JETHVA KETAN J.
 EXECUTIVE SUMMERY

The basic need for student to undergo their program is to learn

and know the practical application of the theory learned in their study
course. This will help them to know the dispersion between what is
thought and its application.
The topic that I have undergone in my training project is

“TO MEASURE THE SERVQUAL SCALE AT DHIRAJSON MEGASTORE”

I have selected the above topic because “focus on consumer’
according to me is very important for any business.
Today the entire market scenario has changed buyer i.e.
Consumer is a sole king. In this keen competition each and every
business reorganization has realized the importance of satisfying
customer with their products. If the customer is satisfied with the
products. It will definitely enhance the organization profit and reputation.
Thus I feel that satisfying customers with quality product has
become basic necessity for only business organization. As a result, I have
undertaken the above topic to know the gap between customer
expectation and performance of dhirajson.
The most important aspect of a project report is research
methodology and data collection technique i have used questionnaire as a
research total in order to collect primary data. The questionnaire that i
have prepared is close ended type. According to my research as it helped
me covering a larger the sample size I have taken is 200. I have used
random sample method.