asha raaz projct

8/8/2019 asha raaz projct

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Project presentation

Presented by Ansheena v. H

roll no: 06


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A STUDY ON SEAVICEQUALITY

with special reference to Reliance Fresh super market, Thrissur


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INTRODUCTIONQuality in a service organization is a meas u re

of the extent to which the service deliveredmeets c u stomer s expectations beca u se to thecu stomer, q u ality is all abo u t Meeting orexceeding their expectation.


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SERVICE QUALITY MODEL

T he model highlights the main req u irements for delivering servicequ ality. It identifies fo u r gaps that ca u se u ns u ccessf u l delivery.

1). Gap between cons u mer expectation and management perception.

2). Gap between management perception and service q u alityspecification.

3). Gap between service q u ality specification and service delivery.

4). Gap between service delivery and perceived service.


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Modern q u ality concepts res u lt in better profitability, whichis the main goal of all the b u siness.Qu ality control has m u ch to do with changing the frame of min d and psychology of the service provider and

partic u larly the front-end and back-end employees act u allyproviding the services. We need to know how thisf u ndamental change in attit u de can be bro u ght abo u t.Traditionally, most service providers have felt that theyknow all there is to know abo u t the c u stomers and theirreq u irements. This sm u g or self-satisfied approach needs tobe changed.Development of feedback systems is very essential part of the q u ality improvement. How this can be u sed to developbetter q u ality standards is an iss u e of immense importance.


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RESEARCH PROBLEM

What is the level of service q u ality delivery of reliancefresh ?What is the the c u stomers satisfaction with reliancefresh?What are the strategies for u pgrading the performanceof store?What is the impact of the strategies on the dailybu siness activities in the store?

How to analyze the effect of c u stomer retentionstrategies on the performance of the employees, topmanagement, sales of the divisions, merchandisetu rnover etc?


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OBJECTIVES OF THE STUDY

To know the level of service q u ality delivery of reliance freshTo know the c u stomers satisfaction withreliance fresh.

To analyze the effect of c u stomer retentionstrategies on the performance of theemployees, top management, sales of thedivisions,etc.


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RESEARCH METHODOLOGYUniverse of StudyThe study was conducted on the basis of the samplefrom the customers of RELIANCE FRESH, Thrissur

Sample Size50 samples were taken into consideration for the studyusing convenience sampling.

Method of Data CollectionSurvey was conducted by the distribution of questionnaire to each of the 50 customers.


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RESEARCH METHODOLOGYTools for AnalysisStatistical tools like tables and charts is used for analyzing the data.

Descriptive Research DesignDescriptive research is concerned with describingthe characteristics of particular individual or

group as it is.

Period of StudyThe study was conducted for a period of 21 daysfrom 6 th august to 31 st august.


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LIMITATIONS OF THE

STUDYC onverting service q u ality scale with respectto Indian scenario.Testing reliability and validity for all thevariables incl u ded in the st u dy.Secondary data taken from websites anddoc u ments, which may not be correct or

manip u lated/distorted by someone.Every respondent don t have u niform interestdu ring answering of q u estionnaire


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FINDINGSF INDING

40% were strongly agree while 30% were agree and only 05% wereneither agree nor disagree and 15% respondent were disagree and10% were strongly disagree with the statement that Vishal MegaMart has modern looking eq u ipment

50% were strongly agree while 25% were agree and only 10% wereneither agree nor disagree and 10% respondent were disagree and05% were strongly disagree with the statement that vishal megamart physical facilities are vis u ally appealing35% were strongly agree while 27% were agree and only 13% wereneither agree nor disagree and 10% respondent were disagree and

15% were strongly disagree with the statement that Materialsassociated with the store service s u ch as (shopping Bags) arevisu ally appealing at Vishal Mega Mart


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FINDINGS (CONTINUED)17% respondent were disagree and 20% were strongly disagreewith the statement that the store layo u t makes it easier for thecu stomer to find what they need15% respondent were disagree and 06% were strongly disagreewith the statement that Employees in the store have the

knowledge to answer the qu

estions17% were strongly agree while 41% were agree and only 15% wereneither agree nor disagree and 17% respondent were disagree and10% were strongly disagree with the statement that The behaviorof the employees instills confidence in the c u stomer26% were strongly agree while 39% were agree and only 17% were

neither agree nor disagree and 10% respondent were disagree and08% were strongly disagree with the statement that Employees inVishal Mega Mart store are consistently co u rteo u s to yo u


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FINDINGS (CONTINUED)

18% were strongly agree while 44% were agree and only18% were neither agree nor disagree and 13% respondentwere disagree and 07% were strongly disagree with thestatement that Store willing to handle ret u rns and

exchange42% were agree and only 21% were neither agree nordisagree and 11% respondent were disagree and 08% werestrongly disagree with the statement that Employees instore are never too b u sy to respond c u stomer s req u est.

27% were strongly agree while 37% were agree and only26% were neither agree nor disagree and 06% respondentwere disagree and 04% were strongly disagree with thestatement that The Store provides q u ality merchandise


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SUGGESTIONS

Providing hygienic prod u cts.Vario u s schemes sho u ld be made.

Fresh vegetables sho u ld be sold.Management sho u ld be polite and co u rteo u s.Prod u ct sho u ld be weighed properly.

Accepting credit cards.Selling of expired prod u ct sho u ld be avoided.


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CONCLUSIONThe project was very satisfyingexperience for me, not only practicallyand academically b u t it also helped me in

developing my comm u nication skill andenriched my knowledge also.In short, it can be concl u ded that

RELIANC E FRESH is a store providesqu ality services to the c u stomers andcu stomers are highly satisfied.


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SCOPE FOR FURTHER

RESEARCHThe study was conducted only on the 50customers of Reliance Fresh, Thrissur, duringthe period.

Further research can be conducted byincluding the opinions of other customersalso.


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THANK YOUaaa

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