Bliss Professional Unisex Salon Classique Arcade, 1st Floor Next to City Centre, K.S.Rao Road, Mangalore-575001

Date://2015

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. MOHAMMED FARMAN student of 3rd year BBM from St. Aloysius College (Autonomous) Mangalore as under taken project work from 1st of December 2014 to February 2015 at our company office.

This student has taken keen interest in seeking and noting down the relevant data.

Wishing him all the best Managing Director Shridhar Bhandary

DECLARATION I hereby declare that this project report titled A STUDY ON CUSTOMER SATISFACTION OF BLISS PROFESSIONAL UNISEX SALON has been prepared by me during the sixth semester November 2013 to 2014, under the valuable guidance and supervision of MR KARTHIK, Lecturer of St. Aloysius College, Mangalore, in purpose of partial fulfillment of Bachelor Degree in Business Management. I also proclaim that project is the result of my own effort and that has not been submitted to any other University for award of any degree or diploma.

Date: 15-03-2014 MOHAMMED FARMANPlace: Mangalore 114352

ACKNOWLEDGEMENTI present here with great pleasure the project on a study on customer satisfication of bliss professional unisex hair salon for the partial fulfillment of Bachelor Degree in Business Management.I would like to express my esteemed gratitude to our Principal Rev. FR SvebertDsilva SJ for extension of the facilities which has helped me greatly to prepare this project report.I acknowledge with gratitude to my project guide Mr. Karthik Department of BBM, without their guidance and encouragement completion of this project would not have materialized.I would like to acknowledge my deep sense of gratitude to Sridhar Bandary(Managing director) for his assistance and co-operation to furnish me with the necessary details and guidance which made it absolutely easy to prepare this project.I shall ever indebted to my parents, friends and well-wishers for their encouragement, moral support, appreciation and sincere wishes.Finally my due regards to all those who have helped me directly or indirectly in carrying out this project work successful.

MOHAMMED FARMAN

LIST OF CONTENT:SL.NOCHAPTER NO.CONTENTPG.NO

1LIST OF TABLES

2LIST OF CHARTS

31INTRODUCTION1

42COMPANY PROFILE8

53REVIEW OF LITERATURE17

64ANALYSIS AND INTERPRETATION21

75FINDINGS, SUGGESTIONS AND CONCLUSIONS42

8BIBLIOGRAPHY46

9ANNEXURE47

LIST OF TABLES:TABLE NO.PARTICULARPG.NO

4.1TABLE SHOWING GENDER22

4.2TABLE SHOWING AGE23

4.3TABLE SHOWING PLACE24

4.4TABLE SHOWING CHOICE OF SALON25

4.5TABLE SHOWING DECISION26

4.6TABLE SHOWING PURCHASE OF THE SERVICE27

4.7TABLE SHOWING ATTRIBUTES28

4.8TABLE SHOWING OPINION ABOUT LICENSED TECHNICIAN USED AT HOUSE29

4.9TABLE SHOWING INTEREST ON HOME TREATMENTS30

4.10TABLE SHOWING CONSIDERATION31

4.11TABLE SHOWING LEVEL OF SATISFACTION32

4.12TABLE SHOWING COMPARISON33

4.13TABLE SHOWING RATING34

4.14TABLE SHOWING RECOMMEND35

4.15TABLE SHOWING OPINION36

4.16TABLE SHOWING PRICE37

4.17TABLE SHOWING EXPENSE38

4.18TABLE SHOWING PREFERENCE 39

4.19TABLE SHOWING ADVERTISING METHOD40

4.20TABLE SHOWING DECISION41

LIST OF CHARTS:CHART NO.PARTICULARSPG.NO

4.1CHART SHOWING GENDER22

4.2CHART SHOWING AGE23

4.3CHART SHOWING PLACE24

4.4CHART SHOWING CHOICE OF SALON25

4.5CHART SHOWING DECISION TO USE THE SALON26

4.6CHART SHOWING PURCHASE OF THE SERVICE27

4.7CHART SHOWING ATTRIBUTES28

4.8CHART SHOWING OPINION ABOUT LICENSED TECHNICIAN USED AT HOME29

4.9CHART SHOWING INTEREST ON HOME TREATMENTS 30

4.10CHART SHOWING CONSIDERATION31

4.11CHART SHOWING LEVEL OF SATISFACTION32

4.12CHART SHOWING COMPARISON33

4.13CHART SHOWING RATING34

4.14CHART SHOWING RECOMENDATION35

4.15CHART SHOWING OF OPINION36

4.16CHART SHOWING PRICE37

4.17CHART SHOWING EXPENSE38

4.18CHART SHOWING PREFERENCE39

4.19CHART SHOWING ADVERTISING METHOD40

4.20CHART SHOWING DECISION41

CHAPTER 2COMPANY PROFILE

BRIEF HISTORYBliss professional hair unisex salon, is the LOreal professional partner salon. The newest destination for world-class hair care. The unisex salon is famous for bringing the international standards in hair styling, treatments and make up to the city. The success on bliss professional group is steering by its dreams, clear cut goals and constant and continued efforts to convert these dreams into reality. Headed by our artists, under the leadership of our creative director, Sridhar Bhandary are trained by professionals of LOreal. There are encouraged to update their skills regularly by attending the workshops organized by the worlds leadings brands like Schwarzkopf, LOreal, Lotus, Cheryls and the like. We are the first in Mangalore to bring a holistic straightening this to ensure your hair is healthy and retains its luster for a longer period. We also offer many such exclusive treatments such as hair fall treatments , dandruff treatments , stress free treatments , tan removal treatments under one canopy. Sridhar Bhandary , a dynamic man known to be realistic , passionate and perfectionist when it comes to his projects, Bliss has consistently set benchmarks and trends for others to emulate. His vision and foresight has been the guidance force on which Bliss has been striding the path of accomplishment, accolades and extraordinary radiance. Bliss enterprise Mangalore was established in the year 2011 and is now one of the professional hair salon in Mangalore and Bliss professional hair salon dedicated to consistently providing high customer satisfaction by rendering excellent service, quality products. It has gained a huge reputation in Mangalore over the few years. The beautification industry is economically scale. However, our market share is on the Rise with an increase in disposable income as more women join the workforce. Industry trends show that as time becomes more limited , customer are more educated and more demanding of quality services. The regulation of the Bliss professional hair salon is is operated in strict guidance with the health and dress codes, particularly when working with customers and Bliss offer exceptional hair and spa services that leave feeling pampered, rejuvenated and renewed to the customer. Thus expert stylists create timeless, classic looks with an array of hair services including hair color, design and finishing and spas offer massage, manicures, pedicures, facials and waxing. Choose from our selection of the finest skin and hair care products. Thus Bliss professional hair salon believes that customers are the sole reason for the existence of the business so they always try to maintain certain features which makes Bliss stand different from other salons in Mangalore.

Quality of services

Fair and affordable price

Good customer handling skill

Serious consideration of customer complaints

Bliss is the other name for make uo to the city, the newest a destination for world-class hair care comfort, and are proud of the unique in style identity have caved for the company BLISS.

In todays era of fast-changing global marketplace, customer loyalty has been an important aspect that most firmswould want to empower in. In order to have a significant level of customer loyalty, the antecedents of customer loyalty such as service quality, relational benefits, perceived value and customer satisfaction. The study of the effects ofthese variables may help the hair salon service providers to make an important decision in this highly competitive market place for successful survival. The role of customer loyalty is becoming gradually important as it helps the firm to reduce cost in searching new customers as retention of customers is always of lower cost than to attract new customers is always of lower cost than to attract new customers. Thus, maintaining current customers can help the firms to be more profitable. Moreover, the loyal customers may help the hair salon service providers to spread positive word-of- mouth to others and this could help in bringing in new customers. On top of that, this study can help firms to identify which variable is the best predictor of customer loyalty in hair salon industry and thus to put in more effort in that particular dimension in order to make customer loyalty happens in their business. Last but not the least, this study may help to provide insights for academicians, future researchers, hair salon service providers and those who read it.ABOUT THE PRODUCTLOreal Company established itself in Mauritius in the late nineteenth exactly on the 14th July 1972 . LOreals success is built on a strong foundation. One of the worlds largest beauty products company. LOreal has gained its popularity on the market, as it is one of the companies in the world that works closely with cosmetology and dermatology research.

At LOreal, we have made cosmetics the main focus of all our energy and know-how for nearly a century. We are full committed to put all our expertise and research resources to work for the well being of men and women in all their diversity.

LOreal is a brand that is extremely popular among women; it has been enjoying success and prosperity for many long years. Anyone who thinks of beauty thinks of LOreal. The brand produces a great range of health care products and decorative cosmetics that every women enjoyed, but relatively unknown among men. So LOreal has an image that is strongly feminine, but LOreal wants to change this image now. Specialists devote their time to seek and develop ecological cosmetic product to give a fresh new and dynamic life to men. LOreal has come come forward with the LOreal Paris brand (Men Expert), comprising of an exclusive range of mens grooming products. Including moisturize, shaving cream and gel, wrinkle decrease and cleanser. LOreal Paris Brand (Men Expert) wants to touch all the targets, from young men with their skin problems to adult men with their first tiredness signs and also old men.LOCATION OF THE COMPANYBliss Professional Unisex SalonClassique Arcade, 1st floorNext to City Centre, K S Rao Road,Mangalore 575001

Organization StructureBliss professional hair salon have built their organization on the foundation of peoples trust which springs from their efforts to amalgamate highest standards of modern trends, design, technology and hospitality. Company take pride in saying that they are perfectionist in whatever they do and company is encouraged to update their skill regularly by knowing customer needs and preference bliss professional hair salon has given the company distinct advantage as beautification industry and promoters of repute, whom people trust the company earned the credibility as they stand out for their beautification excellence, hospitality and perfect milieu. Each and every work of bliss is complete with ultra modern amenities aimed at providing quality service and maximum satisfaction to the companys esteemed customers. As a team bliss has to work towards vaulting for greater excellence and rewrite its success in golden letters in the days to come.

OWNER

MANAGER

ASSISTANT MANAGER

SUPERVISOR

STAFF

OperationsBliss believe that the secret of companys achievements is in giving their customers what they desire, and their belief in the implementation of up-to-minute techniques and resources in their operations. This, in turn, has helped the company in creating cost effective, state of the art hair solution, which stress on modern trends and consumer need. The groups main motto is to customer satisfaction guaranteed provide our clients with the highest value for their money, coupled with an international level of style and treatment. Companys constant efforts towards improving the effectiveness of quality management system make every project worth emulating. Right from material selection to the processing stage to the final product, constant quality checks are carried out. At bliss the newest destination for world-class hair design, hair color and makeup- bliss and also strongly believe providing high customer satisfaction by rendering excellent service, quality product and furnishing an enjoyable atmosphere at an acceptable price and value relationship.Unique features of the unitBliss professional unisex salon have gained a solid reputation for the wealth of knowledge, quality and service we provide to our clients. We have an excellent and experienced extensive network service provider which is spread across all over the country. Our experienced representative pays kind and special attention to serve you all comforts and satisfaction. Backed by 3 years of experience and expertise, guided by Shridhar Bhandari are trained by professionals of LOreal. There are encouraged to update their skills regularly by attending the workshops organized by the worlds leadings brands like Schwarzkopf, LOreal, Lotus, cherys and the like and their philosophy sincere dealings and pay handsomely, Bliss professional unisex salon with its professional approach is the best choice if you want to do exclusive treatments on hair dressing such as hair fall treatment, dandruff treatments on hair dressing such as hair fall treatment under one canopy. In a world of changing trends, impair values and uncertain demands, it takes a keen sense of perception and clear vision to excel in field, because every deal depends on ones reputation. Ever since inception bliss believes in enduring values, nd concern for customer satisfaction. To enable the clients to clinch the right deal at affordable prices, bliss is in constant touch with the market pulse and has the right information about the currents trends, styles, customer needs and preference.

CHAPTER 3REVIEW OF LITERATURE

REVIEW OF LITERATUREThe main of a literature review is to show your reader that you have read, and have a good grasp of, the main published work concerning a particular topic or question in your field. This work may be in any format, including online services. It may be a separate assignment, or one of the introductory sections of a report, dissertation of thesis. In the latter cases in particular, the review will be guided by your research objective or by the issue or thesis you are arguing and will provide the framework for your further work. A literature review summarizes and evaluates existing work in a given topic area. It can be a study in itself for it can form part of an empirical research. Help you to understand your topic better. Help you to avoid repeating research already done.

Provide a foundation/framework for new research.

The origins and definitions of the topic.

Key sources, themes, concepts and ideas.

It is very important to note that your reviews should not be simply a description of what others have published in the form of a set of summaries, but should take the form of a critical discussion, showing insight and an awareness if differing arguments, theories and approaches. It should be a synthesis and analysis of the relevant published work, linked at all times to your own purpose and rationale.

3.1 Aga Mehmet, Okan Veli Safakli (2007),- Customer Satisfaction in Professional Management, Vol.5, No.3, pp.84-96Today the quality of product and services consumed is of great importance. It is widely accepted that surviving in difficult and competitive conditions of a market economy requires good quality production. To understand and assess the result of efforts realized for good quality production, quality should be measurable. While the quantity of goods easily can be measured by taking into account the certain physical properties, the measurement of services is rather difficult because the quality in this case depends on large number of factors.3.2 Anderson, Eugene (1996), Custpmer Satisfaction and Price Tolerance. Marketing Letters, Vol.7, No.3.pp.265-274Customer satisfaction can be defined as overall evaluation based on the total purchase and consumption experience with a good or service over time.3.3 Bearden, William O and Jesse E. Teel (1983), - Selected Determinants of Consumer Satisfaction and Complaint Reportss.|| Journal of Marketing Research, Vol.20, No.1, pp.21-28Consumer Satisfaction (CS) is a central concept in modern marketing thought and practice. The marketing concept emphasizes delivering satisfaction to consumers and obtaining profits in return. As a result, overall quality of life is expected to be enhanced. Thus, consumer satisfaction is crucial to meeting various needs of consumers, business, and society. The realization of this importance has led to proliferation of research on consumer satisfaction over the past two decades. Attempts to make a significant contributions towards understanding this important area have been made, including numerous studies and annual conferences on consumer satisfaction/dissatisfaction and complaining behavior.3.4 Churchill, Gilbert and Carol Suprenant (1982), An Investigation into the Determinants of Customer satisfaction. Journal of Marketing Research, Vol.19, pp.491-504When purchasing a service, one usually receives very little one can take home and rarely acquires ownership of anything. Rather, it has been advanced that services are experiential in nature, and it has been suggested that the service consumption experiences can be regarded as the major output of service organization (Bitner 1990, Hui 1988). As Shorr, then executive vice president-marketing of Holiday Inns Inc, expressed it. What I am selling, in terms of what people are buying, is a hotel experience (In-Knisely 1991).3.5(Book of Consumer, Kotler & Keller,2009,p.789).As a matter of fact, satisfaction could be the pleasure derived by someone from the consumption of goods or services offered by another person or group of people; or it can be the state of being happy with a situation. Satisfaction varies from one person to another because it is utility. One mans meal is another mans poison, an old adage stated describing utility; thus highlighting the fact that it is sometimes very difficult to satisfy everybody or to determine satisfaction among group of individuals.3.6 Tse & Wilton, 1988, p.204Client happiness , which is a sign of customer satisfaction, is and has always been the most essential thing for any organization. Customer satisfaction is defined by one author as the consumers response to the evaluation of the perceived discrepancy between prior expectations and the actual performance of the product or service as perceived after its consumption.3.7 Fornell, 1992, p.11Hence considering satisfaction as an overall post-purchase evaluation by the consumer. Some authors stated that there is no specific definition of customer satisfaction, and after their studies of several definitions they defined customer satisfaction as Customer satisfaction is identified by a response (cognitive or affective) that pertains to a particular focus (i.e. a purchase experience and/or the associated product) and occurs at a certain time (i.e. post-purchase, post consumption).3.8 Giese & Cote, 2000, p.15This definition is supported by some other authors, who think that consumers level of satisfaction is determined by his or her cumulative experience at the point of contact with the supplier.3.9 Sureshchander et al., 2002, p.364It is factual that, there is no specific definition of customer satisfaction since as the years passes, different authors came up with different definitions. Customer satisfaction has also been defined by another author as the extent to which a products perceived performance matches a buyers expectations.

(Schiff man & Karun 2004, p.14)According to Schiff man & Karun (2004) Customer satisfaction is defined as the individuals perception of the performance of the products or services in relation to his or her expectations.In a nutshell, customer satisfaction could be the pleasure obtained from consuming an offer. Measuring customer satisfaction could be very difficult at times because it is an attempt to measure human feelings. It was for this reason that some existing researcher resented that the simplest way to know how customers feel, and what they want is to ask them this applied to the informal measures.

CHAPTER 4 ANALYSIS ANDINTERPRETATION

ANALYSIS AND INTERPRETATIONData analysis and interpretation is the process of assigning meaning to the collected information and determining the conclusion, significance and implication of the finding of the type of the information collected.Process by which sense and meaning are made of the data gathered in qualitative research, by which the emergent knowledge is applied to clients problems. This data often takes the form of records of group discussions and interviews, but is not limited to this. Through this processes of revisiting and immersion in the data, and through complex activities of structuring, re-framing or otherwise exploring it, the researcher looks for patterns and insights relevant to the key research issues and uses these to address the client brief.To complete this study properly, it is necessary to analyses the data collected in order to test the hypothesis and answer the research question.This chapter comprises the analysis, chart presentation and interpretation of the finding result from this study.

TABLE NO:4.1 To show the analysis of the respondents according to their gender.GENDERRESPONDENTSPERCENTAGE

MALE2244

FEMALE 2856

TOTAL50100

CHART NO: 4.1 To show the analysis of the respondents according to their gender

SOURCE: SURVEY DATAINTERPRETATIONAs per the above survey it can be seen that 44 percent are the male respondents of bliss salon, whereas remaining 56 percent are the female respondents of bliss.

TABLE NO: 4.3 (a) To show the analysis of the respondents according to the place of the applicants or the users.PLACERESPONDENTSPERCENTAGE

MANGALORE3774

KERALA918

OTHERS48

TOTAL50100

CHART NO: 4.3 To show the analysis of the respondents according to the place of the applicants or the users

SOURCE: SURVEY DATAINTERPRETATIONAs per the above survey it can be seen that 74 percent of customer or users of bliss salon are from Mangalore are, 18 percent of the customer are from Kerala area, whereas 8 percent are from other places.TABLE NO: 4.4 (a) To show the analysis of respondents who frequently use bliss salon or other salon in the Mangalore areaSALONRESPONDENTSPERCENTAGE

BLISS3774

OTHER1326

TOTAL50100

CHART NO: 4.4 (b) To show the analysis frequently use bliss salon or other in the Mangalore area

SOURCE: SURVEY DATAINTERPRETATIONThis above chart shows opinion on customer preference whether they frequently use bliss salon or other. As per the data which says maximum number of people frequently use bliss professional hair salon about 74 percent and remaining 26 percent change the on their needs.TABLE NO: 4.5 (a) To show the analysis of the respondents according to how often people use the salonTIMERESPONDENTSPERCENTAGE

OCCASIONALLY1938

3 MONTHS519

1 MONTH1836

WEEKLY816

TOTAL50100

CHART NO: 4.5 (b) To show the analysis of the respondents according to how often people use the salon.

SOURCE: SURVEY DATAINTERPRETATIONIn this above diagram it shows 38% occasionally go to the salon, 10% visit once in three months, 36% visit monthly and remaining 16% visit weekly.

TABLE NO: 4.6 (a) To show the analysis of the respondents according to the services in which they avail from the bliss salonSERVICESRESPONDENTSPERCENTAGE

HAIR CUT/STYLE MAKE UP APPLICATION2448

PEDICURE/MANICURE1020

MASSAGE FACIAL1326

OTHER36

TOTAL50100

CHART NO: 4.6 (b) To show the analysis of the respondents according to the services in which they avail from the bliss salon

SOURCE: SURVEY DATAINTERPRETATIONIn this above diagram it shows the different service which are provided by bliss professional hair salon thus as per the survey maximum customer avail hair cut/makeup application about 48 percent, 20 percent people says pedicure/manicure, 26 percent group of people says massage facial and remaining 6 percent other services.TABLE NO: 4.7 (a) To show the analysis on attributes that the customer had a wish to improve in the salonAttributesRespondentsPercentage

Location hours of operation2550

Wait time available services1836

Others714

Total50100

CHART NO: 4.7(b) To show the analysis on attributes that the customer had a wish to improve in the salon

SOURCE: SURVEY DATAINTERPRETATIONIn this above diagram it shows the different kinds of attributes that customer like to improve in the salon. Mostly people prefer for location hours of operation about 50 percent, 36 percent of customer like to improve in wait time available services and remaining 14 percent other changes.TABLE NO: 4.8 (a)To show the analysis of the people like to go for a different technician to perform in homeSERVICESRESPONDENTSPERCENTAGE

HAIR CUT/ MAKEUP STYLE2244

PEDICURE/MANICURE918

MASSAGE FACIAL1938

TOTAL50100

CHART NO: 4.8(b) To show the analysis of the people like to go for a licensed technician to perform in home

SOURCE: SURVEY DATAINTERPRETATIONIn this above diagram shows the different kinds of home treatment that customer like to use in their home itself thus the data says that 44 percent of people like to go for hair cut/style makeup 18 percent says pedicure/manicure and remaining say massage facial about 38 percentTABLE NO: 4.9(a) To show the analysis on how many people willing to spent for home treatmentINTERESTRESPONDENTSPERCENTAGE

NO MORE1938

0-101734

11-15612

16-25816

TOTAL50100

CHART NO: 4.9 (b) To show the analysis on how many people willing to spent for home treatment.

SOURCE: SURVEY DATAINTERPRETATIONIn this above diagram it shows the different kinds interest or willingness of the customer on home treatment. Thus, 38 percent group of people comes under the category of no more interest, 34 percent are under the group of 0-12, 12 percent group of people comes under the category of 13-18 and remaining 20 percent under the group of 19-25.TABLE NO: 4.10 (a) To show the respondents on the base of consideration of salon for various occasionsOCCASIONRESPONDENTSPERCENTAGE

BACHELOR GIRLS/MEN1632

DAY OF WEDDDING3060

OTHERS48

TOTAL50100

CHART NO: 4.10 (b) To show the analysis of the respondents on the base of consideration of salon for various occasions

SOURCE: SURVEY DATAINTERPRETATIONIn this above diagram it shows the different kinds of occasions. Thus, 32 percent group of people choose the hair salon for the purpose of bachelor party girls/men, 60 percent says day of wedding and remaining 8 percent for other occasions.TABLE NO: 4.11(a)To Show the analysis of overall satisfaction level of the customer with the bliss hair salon.LEVEL OF SATISFACTIONRESPONDENTSPERCENTAGE

VERY UNSATISFIED612

UNSATISFIED714

VERY SATISFIED1530

EXTREMELY SATISFIED2244

TOTAL50100

CHART NO: 4.11(b) To show the analysis of overall satisfaction level of the customer with the bliss hair salon

SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the clear responds of the satisfactory level of bliss professional hair salon, the above responds say that 44 percent are extremely satisfied with quality of service and 30 percent say that they are very satisfied with the product and around 12 percent are very unsatisfied with the connection and remaining 14 percent are unsatisfied with the company.TABLE NO: 4.13 (a) To show the analysis on the base provided unique feature of bliss professional hair salonRATINGRESPONDENTSPERCENTAGE

ATMOSPHERE1632

CLEANLINESS1428

PROFESSIONAL1020

COURTEOUS1020

TOTAL50100

CHART NO: 4.13(b) To show the analysis on the base provided unique feature of bliss professional hair salon

SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the clear responds of the satisfactory level of bliss professional hair salon. The above responds rated that 32 percent of people like atmosphere, 28 percent of people like the cleanliness, 20 percent of people like the professional excellence and remaining 20 percent like the courteous of the bliss.TABLE NO:4.14 (a)To show the analysis of the respondents according to the like of customer whether they recommend the bliss hair salon to other or notRATINGRESPONDENTSPERCENTAGE

DEFINITELY3876

MIGHT NOT714

DEFINITELY NOT12

N/A48

TOTAL50100

CHART NO: 4.14 (b) To show the analysis of the respondents according to the like of customer whether they recommend the bliss hair salon to other or not

SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the level of like whether they recommend the bliss professional hair salon to other or not the above responds rated that 76 percent of people definitely, 14 percentof people might not recommend, only 2 percent people says definitely not and remaining 8 percent says none of the above.TABLE NO: 4.15 (a)To show the analysis of the respondents according to the opinion about whether they visit another hair salon purely for a hair upOPINIONRESPONDENTSPERCENTAGE

YES1734

NO1836

POSSIBLY1530

TOTAL50100

CHART NO: 4.15 (b)To show the analysis of the respondents according to the opinion about whether they visit another salon purely for a hair up

SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the level of like whether they would like to visit another hair salon in Mangalore as per above responds rated that 34 percent of people like to visit, 36 percent of people might not visit other salon, remaining 30 percent people says possibly.

TABLE NO: 4.16 (a)To show the analysis of the respondents according to the price is the main factor for choosing a hair salonOPINIONRESPONDENTSPERCENTAGE

YES3672

NO1428

TOTAL50100

CHART NO: 4.16 (b)To show the analysis of the respondents according to the price is the main factor for choosing a hair salon SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the opinion of respondent whether price is the main factor for choosing the salon. As per above responds rated that 72 percent of people say yes price is the main factor and remaining 28 percent say no.

TABLE NO: 4.17(a)To show the analysis of the respondents according to spend on average in a typical visit to the hair salonCOST (Rs)RESPONDNETSPERCENTAGE

LESS THAN 100816

100-5001020

500-30002244

3000 AND ABOVE1020

TOTAL50100

CHART NO: 4.17(b)To show the analysis of the respondents according to spend on average in a typical visit to the hair salon

SOURCE: SURVEY DATAINTERPRETATIONIn this above diagram it shows the average expense in a typical visit. Thus 16 percent group of people comes under the less than Rs.100, 20 percent are under the group of Rs.100-500, 44 percent people of come under the category of Rs.500-3000 and remaining 20 percent under Rs.3000 and above.TABLE NO: 4.18 (a)To show the analysis of the respondents preference towards the bliss salonPREFERENCEREDPONDENTSPERCENTAGE

LOYAL1632

CARD DISOUNTS1224

ADVERTISING816

WORDS OF MOUTH1428

TOTAL50100

CHART NO: 4.18 (b) To show the analysis of the respondents preference towards the bliss salon

SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the opinion of respondent. 32 percent says loyal promote the business, 28 percent says words of mouth, 16 percent say advertising and remaining people says card discounts about 24 percent.TABLE NO: 4.19 (a) To show the analysis of the respondents according to the advertising method.ADVERTISING METHODRESPONDENTSPERCENTAGE

TV/RADIO612

NEWS PAPER/MAGAZINE1428

INTERNET1020

OUTDOOR/BILL BOARD2030

TOTAL50100

CHART N0: 4.19(b) To show the analysis of the respondents according to the advertising method

SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the opinion of respondent. 12 percent says TV/Radio, 28 percent says newspaper, 20 percent of respondents says internet/other social media and the remaining 40 percent says outdoor/bill board.

TABLE NO: 4.20 (a)To show the analysis of the respondents according to the decision regarding the let customer sent their children to have hair salon serviceRESPONDSRESPONDENTSPERCENTAGE

YES2040

NO3060

TOTAL50100

CHART NO: 4.20(b)To show the analysis of the respondents according to the decision regarding the let customer sent their children to have hair salon service

SOURCE: SURVEY DATAINTERPRETATIONThis above table shows us the opinion of respondent which 40 percent says they are ready to allow their children to have hair salon service and remaining 60 percent are not ready to sent their children to have hair salon service

CHAPTER 5FINDINGS, SUGGESTIONAND CONCLUSION

FINDINGSEvery research project is carried out with certain objectives and views. These objects may be theoretical as well as practical the knowledge acquired in the field study of various facts cannot be kept for myself. In the form of writing the findings should be expressed.

As per the survey 44 percent are male users of bliss salon whereas 56 percent are the female users. The data shows 74 percent of customer are from Mangalore are, 18 percent of the customer are from Kerala and remaining 8 percent are from other places. The opinion of the respondent 50 percent people prefer location of hours of operation, 36 percent of people says improve in the wait time available service and remaining 14 percent says other attributes. As per the survey 40 percent says they are ready to allow their children to have hair salon service and remaining 60 percent are not ready to allow their children to have hair salon service. The opinion of respondent 32 percent says loyal promote the business, 28 percent says words of mouth, 16 percent say advertising and remaining people says card discounts about 24 percent. 16 percent of respondents average expense comes under the category of less than Rs.100, 20 percent are under the category of Rs.100-500,44 percent of people comes under the category of Rs.500-3000 and remaining 20 percent under 3000 and above. 72 percent of the respondents believe that price is the main factor and remaining 28 percent says no. 34 percent of people like to visit other salons for purely hair up and 36 percent of people may not visit other salon, remaining 30 percent people says they like to visit only for hair up. Out of the 50 respondents 38 have said that they definitely recommend bliss salon and 7 respondnets have said they may recommend, remaining 5 respondents kept neutral to their response, Most of the respondents are attracted towards bliss for the outdoor and bill board i.e, 40% and quite a few respondents attracted to advertisement on newspaper (14%) and remaining respondents have opted for internet and radio i.e, 10% and 06% respectively.

SUGGESTIONS From the data collected from the respondents, the analyses has been done base on the awareness of the respondents. Here, are some of the suggestions that are been point up after going through the information from the respondents. The suggestion will help the manager of bliss salon in understanding the perception of respondents with regard to service rendered by bliss. The suggestion are given below: The targeted customers of bliss salon have suggested that they want to have more professionals should be maintained so that it would help to attract more customers. Most of the people resist allow their children to have hair salon service because the middle income cannot afford the expense so that specially for children the cost should be reduced. The new customer cannot identify the location of the salon so have to improve the advertisement board such as neon lighting. Timing should be increased for those who are working in office kind of customer. Company should not focus only on social media and internet type of advertisement but also improve in the outdoor advertisement. Improve the appointment kind of facilities for the customers. Basically the city like Mangalore if a hair salon want to retain in the market the staffs of the salon should be humble to the customer. Improve the waiting room. Improve the parking service which is provided by the salon.

CONCLUSIONAfter conducting this research I can say that customer satisfaction of Bliss salon in Mangalore will increase in future as per my study currently 74% of the respondents are satisfied with the services of Bliss salon, but 26% of respondents are not happy. May be in future it may attract more customers because of its quality and expertise service and wide range of variety of services. Within next five years am sure that 100% of the people will go for Bliss for various services. As the fashion trend is increasing people are more attracted towards the new style and fashion. People get attracted towards the new trend of fashion quickly and also to the wide range of collections of the latest fashion coming into the market. People prefer Bliss because of ambience and quality services rendered towards the customers.

BIBLIOGRAPHY

BIBLIOGRAPHY Analysis of customer Satisfaction Data, Ashok K Singh, Technimetrics, Vol.43, No.4, 493-494, Nov 2001. Customer satisfaction lip service or management tool Authors: Broetzmann, Scott m; Kemo, John; Rossano, Mathieu; Marwaha, Jay Volume 5, Number 2, 1995, pp.13-18(6) Customer satisfaction and loyalty: start with the product, culminate with the brand Eduardo Torres-Moraga, Arturo Z. Vasquez-Parraga, Jorge Zamora-Gonzallez, (2008) Service Quality vs Price: The Moderating Role of Customer Loyalty McMullan,Rosalind Volume 4, Number 3, December 2005, pp.425-444(20)

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ANNEXURE

ANNEXUREBeauty Salon Questionnaire(Survey)Dear Reader,

I am Mohammed Farman pursuing my bachelor degree in business management of St Aloysius College Mangalore (autonomous). I am doing research as a part of my partial fulfillment of the degree. My area of research is service marketing and the title of my project is a study on customer satisfaction and advertisement in bliss unisex professional hair salon Mangalore. I request you to kindly give your feedback and valuable suggestion for undertaking the research.

Thank You for your time and consideration.College StudentPlease check one:1) Name: Gender: Male Female2) Age: below 18 18-28 28-45 45 above Place:3) Which salon do you use frequently in the Mangalore area?Bliss Other4) What influenced your decision to use this salon?

5) How often do you go?Ocassionally Every 3 months Monthly Weekly6) What services do you purchase?Hair cut/style makeup Pedicure/manicure Massage facial Other 7) What is the most important factor to ypu when deciding upon your Hairdresser/beauty salon?

8) Are there any attributes that you wish could be improved at this salon?Location hours of operation Wait time available services Other9) What services would you allow a licensed technician to perform in you home?Hair cut/style makeup Pedicure/Manicure Massage Facial10) How much more would you be willing to spend for at home treatments?No More 0-10% 11-15% 16-25%11) Would you consider a solon for any of the following occasions?Bachelor party girls/men Day of Wedding Other12) Overall, how satisfied are you with bliss professional salon?Very unsatisfied Unsatisfied Very satisfiesd Extremely satisfied13) Compared to other similar salon on the market, the value for service and cost of this salon is:Excellent Good Average Poor14) How would you rate this salon rate(1-5)?Atmosphere Cleanliness Professional Courteous15) Would you recommend this salon to other friends and relatives?Definitely Might Not Definitely Not N/A16) Would you visit another hair salon purely for a hair up?Yes No Possibly17) Is price the main factor in choosing a hair salon?Yes No 18) How much do you spend on average in a typical visit to the hair salon of your choice?Less than 100 100-500 500-3000 3000 and above19) In what ways does our salon promote its business? (Please choose as many as you like from the list below)Loyalty Card Discounts Advertising Word of mouth20) Where have you seen o heard of hair salon advertising in the last 6 months? (Please select as many answers as you wish from the below list)TV/Radio Newspaper and Magazine Internet and Social Media Outdooor/Billboard 21) Are there any children in your household?Yes No22) Would you let your children have hair salon services?Yes No23) What would influence your decision in allowing your child to visit a hair salon?Yes No If answered No please provide further details24) What recommendations would you offer for improving salon?

Thank you for your feedback.