A study on level of measuring customer satisfaction in per gratiam

A STUDY ON CUSTOMER SATISFACTION
AT IN
PER GRATIAM
Project Report submitted in partial fulfillment of the
Requirement for the degree of
BACHELOR OF BUSINESS ADMINISTRATION
UNIVERSITY OF MADRAS
By
S. TAMILAZHAGAN
Register No. 116 BU 248
Under the guidance of
MRS. SERENA SUMAN.A
DEPARTMENT OF BUSINESS ADMINISTRATION
MADRAS CHRISTIAN COLLEGE (AUTONOMOUS)
TAMBARAM EAST, CHENNAI-600059
MARCH 2014

DEPARTMENTOF BUSINESS ADMINISTRATION
MADRAS CHRISTIAN COLLEGE (AUTONOMOUS)
CERTIFICATE
This is to certify that S. TAMILAZHAGAN has completed his project,
‘Measuring the level of Customer Satisfaction’ in PER GRATIAM under my
Guidance.
It is his own work fully and to the best of my knowledge and belief that it has
not been used for the award of any degrees in this university or anywhere else
and I am satisfied with his effort in this connection.
Head of Department Project guide
Date: Date:

VIVA VOCE EXAMINATION
This is to certify that the project titled, ‘‘MEASURING THE LEVEL OF
CUSTOMER SATISFACTION’ in PER GRATIAM submitted by
TAMILAZHAGAN.S in partial fulfillment for the Bachelor in Business
Administration degree is a record of research work done by his during the year
2013-2014.
This study represents independent work on the part of the candidate.
Internal Examiner External Examiner

DECLARATION
I hereby declare that the project titled ‘MEASURING THE LEVEL OF
CUSTOMER SATISFACTION’ in PER GRATIAM, Chengalpet” is based on
the original work carried out by me under the guidance of Mr. MOSES RAJ
PONNOLI, per gratiam and Mrs. SERENA SUMAN.A faculty guide at college,
submitted to Madras Christian College in partial fulfillment of the requirement
of the course of study.
S.TAMIL AZHAGAN

Acknowledgement
My sincere regards to Mr. D. ARMSTRONG DOSS our beloved head in charge
for providing me this opportunity to do this project.
My thanks to Mrs. SERENA SUMAN.A. My guide for allowing me to do the
project and for her encouragement and valuable support at each and every stage
of my work.
My heartful thanks to Mr. MOSES RAJ PONNOLI, who had helped me to do
this project successfully.
I take this opportunity to acknowledge the help rendered by my parents during
the course of this project work.
S.TAMIL AZHAGAN

List of contents
Sl. no Contents Page no.
1 Introduction
2 Research methodology
3 Objective of the study
4 Limitation of the study
5 Company profile
6 Data analyzed and interpretation
7 Findings
8 Suggestion
9 Conclusion
10 Annexure

MEANING OF CUSTOMER SATISFACTION:
The meaning of customer satisfaction has been commonly disputed as
companies progressively attempt to review it. Customer satisfaction can be
experienced in a wide range of circumstances and linked with both products and
solutions. It is a highly individual evaluation that is significantly affected
by customer expectations.
Satisfaction also is based on the client’s encounter of both get in touch with the
company (the “moment of truth” as it is called in business literature) and
individual results. Some scientists determine a pleased client within the private
industry as “one who gets significant added value” to his/her bottom line—a
meaning that may apply just as well to public services. Customer fulfillment
varies with regards to the situation and the products orsolutions.
Satisfaction is consumer’s fulfillment response. It is a judgment that a product
or a service feature or the productor service itself provides pleasurable level of
consumption related fulfillment.
Customer’s satisfaction influenced by specific productare service features and
by perceptions of quality. It is also influenced by specific service attributions,
and their perceptions.
Customer Satisfaction is the pillar of the marketing concept.
Satisfaction is consumer’s fulfillment response. It is a
judgment that a product or a service feature or the product or
service itself provides pleasurable level of consumption related
fulfillment. Customer’s satisfaction influenced by specific productare
service features and by perceptions of quality. It is also influenced by specific

service attributions and teir perceptions. The telling factor in the company’s
long run fortunes will be the amount of customer satisfaction that it managers to
generate. But it doesn’tmean the company’s sole aim is to maximize customer
satisfaction. If that where the case, it should simply put out the best product
and service in the world and price is below cost. There by it
would be creating substantial customer satisfaction. But in the long
run it would be also be out of business.
Customer satisfaction like happiness bet achieved by rendering
substantial forma of assistance to others rather than by direct pursuit.
Companies that move towards adopting the market concept benefit
themselves and the society. It leads the society’s recourse to move
in the direction of social needs, there by bringing the interests of
business firms and the interest of society in to harmonious
relationship. Thus the third pillory of the marketing conceptaims to achieve
good profits by giving the customer genuine values in the satisfaction.
Customer satisfaction, a business term, is a measure of how products
and services supplied by a company meet or surpass customer
expectation. It is seen as a key performance indicator within business
and is part of the four perspectives of a Balanced Scorecard.
In a competitive market place where businesses compete for
customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy. Increasing
competition (whether for-profit or nonprofit) is forcing businesses to
pay much more attention to satisfying customers. (It may help the
reader to notice the role of customer satisfaction in the overall context
of product or service development and management.

Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers while
targeting non-customers;
Measuring customer satisfaction provides an indication of how successfulthe
organization is at providing products and / or services to the marketplace.
Customer satisfaction is an ambiguous and abstractconceptand 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 against which the customer can compare the organization’s
products.
Customer Loyalty
"It takes a lot less money to increase your retention of current customers than to
find new ones-but I know I don't give it as much effort as I should
because it does take a lot of energy and effort!"
Strategize And Plan ForLoyalty !
 Do you even have a specific plan for building customer loyalty?
 I bet you haven't given it as much thought as you should- because to tell
the truth I need to give it more effort also.

 If you currently retain 70 percent of your customers and you start
a program to improve that to 80 percent, you'll add an additional
10 percent to your growth rate.
 Particularly because of the high cost of landing new customers
versus the high profitability of a loyal customer base, you might want to
reflect upon your current business strategy.
These four factors will greatly affectyour ability to build a loyal customer
base:
1. Products that are highly differentiated from those of the
competition.
2. Higher-end products where price is not the primary buying
factor.
3. Products with a high service component.
4. Multiple products for the same customer.
Market to Your Own Customers!
Giving a lot of thought to your marketing programs aimed at current
customers is one aspectof building customer loyalty. When you buy a new
car, many dealers will within minutes try to sell you an extended
warranty, an alarm system, and maybe rust proofing. It's often a very easy sale
and costs the dealer almost nothing to make. Are there additional products or
services you can sell your customers. Three years ago my house was painted,
and it's now due for another coat. Why hasn't the painter called or at least
sent a card? It would be a lot less expensive than getting new
customers through his newspaper ad, and since I was happy with his
work I won't get four competing bids this time. Keep all the

information you can on your customers and don’thesitate to ask for the
next sale.
Use Complaints To Build Business!
When customers aren't happy with your business they usually won't
complain to you -instead, they'll probably complain to just about everyone
else they know - and take their business to your competition next time.
That's why an increasing number of businesses are making follow-up
calls or mailing satisfaction questionnaires after the sale is made.
They find that if they promptly follow up and resolve a
customer's complaint, the customer might be even more likely to do
business than the average customer who didn’t have a complaint. In many
business situations, the customer will have many more interactions after the sale
with technical, service, or customer support people than they did with
the sales people. So if you're serious about retaining customers or getting
referrals, these interactions are the ones that are really going to matter.
They really should be handled with the same attention and focus that
sales calls get because in a way they are sales calls for repeat business.
ReachOut To Your Customers!
Contact . . . contact . . . contact with current customers is a
good way to build their loyalty. The more the customer sees someone
from your firm, the more likely you'll get the next order. Send
Christmas cards, see them at trade shows, stop by to make sure
everything’s okay. Send a simple newsletter to your customers-tell them
about the great things that are happening at your firm and include some
useful information for them. Send them copies of any media clippings about
your firm. Invite them to free seminars. The more they know about

you,the more they see you as someone out to help them, the more they know
about your accomplishments-the more loyal a customer they will be.
Loyal Customers and Loyal Workforces
Building customer loyalty will be a lot easier if you have a loyal
workforce-not at all a given these days. It is especially important for you to
retain those employees who interact with customers such as sales people,
technical support, and customer-service people. Many companies give
a lot of attention to retaining sales people but little to support people.
I've been fortunate to have the same great people in customer service
for years-and the compliments from customers make it clear that they
really appreciate specific people in our service function. The increasing
trend today is to send customer-service and technical-support calls into
queue for the next available person. This builds no personal loyalty
and probably less loyalty for the firm. Before you go this route, be
sure this is what your customers prefer. Otherwise I'd assign a
specific support person to every significant customer.
THE MAKERTING CONCEPT
“The marketing concepthold that key to achieving organizations goals consists
of being more effective than competitor in integrating competitive in integrating
marketing activities towards determining and satisfying the needs and wants of
target markets’’
DEFINITION OF CUSTOMER SATISFACTION:
The degree of satisfaction provided by the goods orservices of a company as
measured by the number of repeat customers.

Research methodology:
Research refers to search for knowledge. The pattern in which a research is
carried out to arrive at a conclusion or to final new relationship within a
particular frame work is called research methodology. Research methodology
also refers to the various sequences, steps to be adopted by a researcher to study
a problem with certain objectives in view. The following outlines the research
methodology adopted for this study
Area of design: PER GRATIAM, chengalpet
Sampling Technique: The research is going to use simple random
sampling techniques.
Research Design: The researcher is going to use descriptive
research design to solve his research problem.
Sample Size: The sample size chosen is 75 customers.
Data Analysis: The researcher used questionnaire for his
primary data collection and websites, books are secondary data.
Data collected will be analyzed using statistical methods using
graphs, charts, etc.,

Objectives of study:
Primary objective:
 To measure the level of customer satisfaction.
Secondary objective:
 To find the major factors which influence customersatisfaction.
 To provide suggestion to achieve the level of customersatisfaction.
Period of the study:
The project work was started in the month of MARCH 3 2014 and ended
in the month of MARCH, 28th 2014. During this period data was collected,
report was prepared, review was done and finally project presentation.
LIMITATIONS OF THE STUDY:
No matter what efforts were put in the collection of data, the study faced
some limitations. Some of the problems faced were:
 Limited time period: the time period allotted for the study was
short. Therefore, many aspects could not be explored.
 Small no. of respondents: the number Of customers willing to respond
was limit.

HISTORY:
Per Gratiam is a Latin word. Which stands for ‘God’s Grace’. It is a
meaning which god given a food to all the people on day to day environment
with peaceful. Per gratiam established on 5th june, 2013. It was started as take
away outlet. Then within two months they starts with the dining hall and added
new menu to the customers. The partners contributed the industry are Mr.
LLOYD PONNUDURAI, Mr. NOEL LESSLI THOMAS, Mr. MOSES
PONNOLI.
The working people in company is 20. This shop prepares a continental foods
and bakery items like fresh cream cake, puffs, etc.,
QUALITY POLICY:
A per gratiam is commited to customer satisfaction to preparing the food
items by understanding the customer satisfaction. The company is also
committed to continually improved quality, productionand delivery.
MISSION:
To deliver quality foods on time at competitive price.
GOALS:
 To satisfied the customer.
 And do the business with profit motive.
 To intro new products to the customers.
 The quantity and quality of the productmust be given same.
 To do so many type of business in future.
 Want to start the branches and franchious of this company in all over
tamilnadu.

4
DATA ANALYSIS
And
INTERPRETATION

TABLE 1
TABLE SHOWING GENDER DETAILS OF
CUSTOMERS
INTERPRETATION:
The above table reveals that 71% of respondents belong to male category and 29% to
female category.
Gender No. of customers Percentage %
Male
53 71
Female
22 29
Total 75 100

CHART 1
CHART SHOWS GENDER DETAILS OF
CUSTOMERS
MALE
71%
FEMALE
29%
GENDER

TABLE 2
TABLE SHOWING THAT AGE OF THE
CUSTOMERS
INTERPRETATION:
The table reveals the 25% of customers are in below 20, 44% of customers in
21-30, 25% of customers are in 31-40, 6% 0f customers in 41-50 and there are
no customers in above 50.
OPTIONS NO.OF RESPONDENT Percentage %
BELOW 20 19 25
21-30 33 44
31-40 19 25
41-50 4 6
ABOVE 50 0 0

CHART 2
CHART SHOWING AGE OF THE CUSTOMERS
25%
44%
25%
6%
0
5
10
15
20
25
30
35
40
45
50
BELOW 20 21-30 31-40 41-50
AGE OF THE CUSTOMERS
Series1
Series2

TABLE 3
TABLE SHOWING THAT MARITAL STATUS OF
CUSTOMERS
INTERPRETATION:
The above table reveals 36% of customers are married and 64% of customers
are in single.
Marital status No. of customers Percentage %
Married
27 36
Single
48 64
Total 75 100

CHART 3
CHART SHOWING THE MARITAL STATUS OF
CUSTOMERS
34%
64%
0
10
20
30
40
50
60
70
Married Single
MARITAL STATUS
percentage

TABLE 4
RATING THE VARIETY OF DISHES
INTERPRETATION:
The table shows the customer give their rating to the dishes which they 59% of
customer gives good, 25% of customers give very good and 15% of customers
shows moderately good.
Options Total Percentage %
Very good 19 25
Good 44 59
Moderately Good 11 15
Poor 1 1
Very Poor 0 0

CHART 4
25%
59%
15%
1%
0
10
20
30
40
50
60
70
Very good Good Moderately
Good
Poor
Rating the variety of dishes
Series1
Series2

TABLE 5
PURCHASING AVERAGE AMOUNT
INTERPRETATION:
The above statement says the customers purchasing amount will displayed.
Which 12% of customers purchase product for below 100, 36% of customers
purchase product for 100-200, 27% of customers buy their product for 200-300,
15% of customers purchase the product for 300-400, and then 10% of customer
buy the product for above 500.
Below 100 9 12
100-200 27 36
200-300 20 27
300-400 11 15
Above 500 8 10

CHART 5
Below 100
12%
100-200
36%
200-300
27%
400-500
15%
above 500
10%
PURCHASING AVERAGE AMOUNT

TABLE 6
TIME TAKEN TO RECEIVED ORDERED ITEMS
INTERPRETATION:
The table shows the 12% of customer received their orders within 2-3 MINS,
37% of customers received the orders within 3-5 MINS, 31% of customers
received their orders within 5-8 MINS, and 16% of customer received their
orders below 15 MINS, 4% of customer received their orders above 15 MINES
2-3 MINS 9 12
3-5 MINS 28 37
5-8 MINS 23 31
Below 15 MINS 12 16
Above 15 MINS 3 4

CHART 6
12%
37%
31%
16%
4%
Series 1
2-3 mins
3-5 mins
5-8 mins
below 15 mins
above 15 mins

TABLE 7
RATING THE LEVEL OF CUSTOMER SERVICE
INTERPRETATION:
The above statement shows the 36% of customers says the customer service is
good, 44% of customers say the customer service is very good, and 20% of
customers say the customer service is moderately good.
Good 27 36
Very Good 33 44
Poor 0 0
Very Poor 0 0

CHART 7
36%
44%
20%
0
0
0 5 10 15 20 25 30 35 40 45 50
good
very good
moderately good
poor
very poor
Series 1

TABLE 8
RATING THE CLEANLINESS OF THIS OUTLET
INTERPRETATION:
This tables shows the 41% of customers give their rating to good for the
cleanliness and 43% of customers give their rating to very good for this
cleanliness, 15% of customers give their rating to moderately good for this
cleanliness and only 1% of customer give their rating to poor for this cleanliness
of this shop.
Good 31 41
Very Good 32 43
Poor 1 1
Very Poor 0 0

CHART 8
0
5
10
15
20
25
30
35
40
45
Good Very Good Moderately
Good
Poor Very poor
41% 43%
15%
1% 0%
Series 1

TABLE 9
MONTHLY FREQUENCY OF EATOUTS
INTERPRETATION:
This table reveals 16% of customer comes once to the shop, 35% of customers
came twice to the shop, 29% of customers came below 5 times to the shop, 13%
of customers came more than 5 times to the shop, 7% of customers came more
than 10 times to the shop for a month.
Once 12 16
Twice 26 35
Below 5 times 22 29
More than 5 times 10 13
More than 10 times 5 7

CHART 9
once
16%
Twice
35%
Below 5 times
29%
More than 5 times
13%
More than 10 times
7%
MONTHLY FREQUENCYOF OUTLET

TABLE 10
RECOMMENDING THIS SHOPS TO OTHERS
INTERPRETATION:
This table explains 55% of customers give high recommend about the shop to
others, 23% of customers give very high recommend about the shop to others,
17% of customers give no opinion to recommending about the shop to others
and 5% of customer says low to recommending about the shop to others.
High 41 55
Very High 17 23
No Opinion 13 17
Low 4 5
Very Low 0 0

CHART 10
55%
23%
17%
5%
0
0 10 20 30 40 50 60
High
Very High
No Opinion
Low
Very Low
RECOMMENDING THIS SHOPS TO OTHERS
Series 1

TABLE 11
TASTE AND QUALITY OF THIS SHOP
INTERPRETATION:
This table reveals 53% of customers give good to their taste and quality of the
dishes, 32% of customers give very good to their taste and quality of dishes,
15% of customers give moderately good to their taste and quality of dishes.
Good 40 53
Very Good 24 32
Poor 0 0
Very Poor 0 0

CHART 11
0 10 20 30 40 50 60
Good
Very Good
Moderately Good
Poor
Very Poor
53%
32%
15%
0
0
TASTE AND QUALITY OF THIS SHOP
Series 1

TABLE 12
PARKING FACILITIES
INTERPRETATION:
This table reveals the 15% of customers said good to the parking facilities, 15%
of customers said very good to the parking facilities, 22% of customers said
moderately good to the parking facilities, 21% of customers said poor to the
parking facilities, 27% of customers said very poor to the parking facilities.
Good 11 15
Very Good 11 15
Poor 16 21
Very Poor 20 27

CHART 12
0
10
20
30
Good
Very Good
Moderately
Good Poor
Very Poor
15%
15%
22%
21%
27%
PARKING FACILITIES
Series 1

FINDINGS:
 85% of customers are satisfied with the taste and quality of the food
items.
 Most of the customers satisfied with their varieties of dishes.
 The average purchase amounts of nearly 75% of customers below
100-300 rupees in the shop.
 50% of customers are more satisfied with the customer service.
 Most of them feel that parking facilities for four wheelers is almost
nil.
 75% of the customers said cleanliness of outlet is maintained in
correct bases.
 75% of customers recommend this shop to others.
 84% of customers are come regularly to this shop to purchase items.

SUGGESTION:
 Make a proper car parking facilities to the customers.
 Intro new varieties of dishes in vegetarian to the customers.
 Please start a home delivery to the customers.
 Please make photos of the dishes can be displayed in the wall.
 Give a combo offers in the productto the customers.
 Give the food to customers within a time.

Conclusion:
This study can be of great use to providing a direction on how to conductand
modify the existing practice of measuring customer satisfaction in hotels. The
primary objective of per gratiam is to understand guests' needs, gather their
opinions and comments, most importantly, to assess guests' satisfaction.
Although in 76% of analysed hotels, per gratiam are recognized as an important
tool for measuring guest satisfaction.
It can be concluded that the efficiency of customer satisfaction measurement
with per gratiam depends on the measurement methodology. Only reliable and
valid data can provide valuable information for management decisions.
According to my study done in PER GRATIAM, almost all the customers are
very much satisfied with the QUALITY & SERVICE provided by the company.

QUESTIONNARIE
1. How would you rate the quality of the menu in terms of variety of dishes
Very Good Good Moderately Good Poor Very Poor
2. What is the average amount you spent at this Shop?
Below 100 100-200 200-300 300-500 above 500
3. How long did it take to receive the ordered items?
2-3mins 3-5 mins 5-8 mins below 15 mins above 15 mins
4. How would you rate the level of customer service?
Good very good moderately good poor very poor
5. Kindly rate the cleanliness of this outlet?
6. What is the frequency of monthly eatouts?
Once twice below five times more than 5 times more than 10 times
7. Chances of recommending this shop to others?
High very high no opinion low very low
8. Rate your opinion towards taste and Quality of Per Gratiam compared to others?
9. Rate your opinion towards parking facilities of Per Gratiam compared to
other hotels?
Good verygood moderately good poor verypoor
Other Suggestions if any
……………………………………………………………………………………………………………
……………………………………………………………………………………………………………
………………………………………………

A study on level of measuring customer satisfaction in per gratiam

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