Research Article Volume 6 Issue No. 6

Transcription

1 DOI / ISSN IJESC ` Research Article Volume 6 Issue No. 6 Customer Satisfaction towards Bata India Ltd MD Gouse Pasha 1, Jyoti Ainapur 2 Student 1, Assistant professor 2 Dept. of MBA Guru Nanak Dev Engineering College, Bidar, Karnataka, India Mdgousepasha65@gmail.com 1, Jyothi.ainapur@gmail.com 2 Abstract: The Footwear Industry is important section of the leather industry in India. India ranked second between the footwear producing countries then to China. The industry is labor intensive and is concentrated in the small and cottage industry divisions.the foremost production centers in India are Tamil Nadu, Mumbai, Maharashtra, Kanpur, Jalandhar, Agra and Delhi. BATA was founded by three siblings with a small inheritance in the town of Zlin, Czechoslovakia on 24 / August / 1894 and it was one of the world first shoe producer. In India it was built-in as Bata Shoe Company Pvt. Ltd. in 1931 Operation unit set up at Konnagar (Kolkata) in Bata Township at Batanagar, West Bengal in 1936 and Bata Operates in 5 production units they are Batanagar (Kolkata), Faridabad (Haryana), Bataganj (Patna), Peenya (Near Bangalore), and Hosur (Tamil Nadu) The main objective of this study is to know about level of customer satisfaction towards. The customer satisfaction is a function of the convenience between the buyer expectations and product perceive performance. After purchase of product, the consumer will experience level of satisfaction or disatisfaction. The importance of satisfaction show the product maintain must actually show product expected performance. So the present study has been undertaken to analyze customer satisfaction towards Bata India ltd. Due to the competition of other manufacturers.the Company wants to get the satisfaction and view of the customers toward Bata footwear. And survey is conducted at Bidar, Karnataka. and sample units are 50. INTRODUCTION Analyze of Customer Satisfaction has become a very important component in giving outstanding customer service. By increasing popularity of customer relationship management can companies are now placing more importance on customer satisfaction and their relationship with customers. Many of the manufactures are adjusting flexible strategies to attract customers from various classes. OBJECTIVE OF THE STUDY To find out satisfaction of the customer about quality of product. To find out the utilization pattern. To know expectation and requisite of all customers. To spot challenger of Bata SCOPE OF THE STUDY This project is made to give an approach for calculating market structure in terms of customer satisfaction towards purchase of Bata goods. To make out why customer prefer Bata. To distinguish customer satisfaction level towards Bata. To learn brand awareness. The result of the study will help out Bata Company to rectify their fault and to come out with new preparation and promotional activity which help to create a good place in footwear industry again. Methodology: 1. PRIMARY DATA COLLECTION: It is data gathered from survey & questionnaire by directly meeting the customers Area of research: - Bidar Research instrument: - Questionnaire 2. SECONDARY DATA COLLECTION: The secondary data is data collected from the company brochures, catalogues, company records and websites etc. Survey method: A Survey is a whole process, which necessitate a few technical understanding. Survey methods are frequently individual in nature. Surveys are best suitable for getting primary data. The researches get information from the respondents by meeting with them. Sample size : - 50 Q.1) who influenced you to buy Bata Footwear? No. of % of SL NO Response respondents respondent 1 Friends 17 34% 2 Family 5 3 Relatives 12 24% 4 Yourself 16 32% International Journal of Engineering Science and Computing, June

2 Who influenced you to buy bata footwear 40% 30% 34% 24% 32% 0% Friends Family Relatives Yourself From the analysis most of the respondent influenced by their friends who have been experienced and longer relation with Bata because of that they got influenced. Q.2) why do you use Bata Footwear? 1 Quality 13 26% 2 Brand Name 14 28% 3 Price 13 26% 4 Comfortable 10 Why do you use Bata 30% 25% 15% 5% 0% 26% 28% 26% Quality Brand Name Price Comfortable From the analysis it was found that, majority of respondents using due to its brand name because the Bata brand is one of the famous brand in footwear among its customers and this brand is known for its high quality and service of the product. International Journal of Engineering Science and Computing, June

3 Q.3) Do your family members use 1 Yes 17 34% 2 No 33 66% Do your family members use No 66% Yes 34% 0% 30% 40% 50% 60% 70% From the analysis it was found that most of the family member use for its good service because of its high quality and high durability. Q.4) Did your Kids use Bata school shoes? 1 Yes 12 24% 2 No 38 76% Did your Kids use Bata school shoes? No 76% Yes 24% 0% 30% 40% 50% 60% 70% 80% International Journal of Engineering Science and Computing, June

4 From the analysis it was found that, Number of respondents didn t use for their kids though footwear is good quality and comfortable the company should create awareness among customers. TOOLS OF DATA ANALYSIS: Statistical tool Chi-Square Test (χ ): Chi square is the relation between the two or more variables. The value of is χ calculated by χ = ] = Where, O is the observed frequencies and E is the Expected frequencies obtained under hypothesis Degree of Freedom The number of degree of freedom, usually denoted by Greek symbol ν (pronounce as neu) The degree of freedom for 2*2 contingency table is calculated by formula: Ν = (c-1)*(r-1) Where, C is the number of column in contingency table R is the number of row in the contingency table. LIMITATION OF THE STUDY: The survey has been conducted only for 50 respondents The study is conducted from the customers point of view Secondary data of company always makes in favor of the company that s why problem occurs. It consists of few questions and answer session, so most of the people avoid it and that s why we get little wrong response in the questionnaire. Chi-square Test χ 2 : The Chi-square test is one of the simplest and most commonly used non parametric test in statistical work. The Greek letter χ 2 is used to denote this test. This is a test that is carried out to examine association or difference, though it is also used as a test of difference. It measures the difference between a statistically derived expected result and actual result whether there is a significant difference between the two. H 0 - There is no relationship between the family members and the kid s use of school shoe. H 1 - There is relationship between the family members and the kid s use of school shoe. Q1) Do your family member use Particulars No. of respondents Percentage Yes 17 34% No 33 66% Total=50 100% Q2) did your Kids use Bata school shoes Particulars No. of respondents Percentage Yes 12 24% No 38 76% Total=50 100% Level of significance=5% Degree of freedom (d.f) = (r-1)*(c-1) Where r is no. of rows C is no. of columns Therefore, d.f = (2-1)*(2-1) = 1 Family member who use Kids in family who use Total Yes No Total= Calculation of expected frequencies Family member who use (a1) Kids in family who use (a2) Total Yes (b1) No (b2) Total= International Journal of Engineering Science and Computing, June

5 Expected frequency for each cell is a1b1= = =14.5 a1b2= = = 35.5 a2b1= = = 14.5 a2b2= = = 35.5 Applying chi-square SLNO Observed value Expected value O-E (O-E) 2 (O-E) 2 /E Total= 1.22 Therefore, χ 2 =1.22 The table value χ = Since the calculated χ 2 is less than the critical value of χ 2. There is a relationship between family member who use Bata footwear and kids in family who use is accepted. Hence the alternative hypothesis is accepted and other is rejected. CONCLUSION: From the study on customer satisfaction towards Bata India ltd. It has concluded that most of the customers are satisfied with the service of Bata products. Such as quality, brand name, price, service are most important in attracting to customers towards Bata products. BILOGRAPHY Books Consumer Behavior Marketing Research Strategic management Author Philip kotler. G C Beri Alex Miller International Journal of Engineering Science and Computing, June