CUSTOMER SATISFACTION FOR FASTRACK WATCHES.docx

8/18/2019 CUSTOMER SATISFACTION FOR FASTRACK WATCHES.docx

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A study on CUSTOMER

SATISFACTION FOR FASTRACK

WATCHES


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Contents TITLE PAGE……………………………………………………………………………………………………………………………………………..1

DECLARATION............................................................................................................................... 2

ACKNOWLEDGEMENT.................................................................................................................. 3

INTRODUCTION.............................................................................................................. 9

INTRODUCTION ABOUT WRIST WATCHES.....................................................................................................................................................

9

INTRODUCTION TO THE STUDY.....................................................................................................................................................

9

TITLE OF THE STUDY.................................................................................................................... 9

OBJECTIVES OF THE STUDY

........................................................................................................................................................10

RESEARCH METHODOLOGY

........................................................................................................................................................10

RESEARCH...................................................................................................................................................

10

RESEARCH DESIGN...................................................................................................................................................

10

SAMPLING TECHNIQUE...................................................................................................................................................

10

NONPRO!A!ILITY SAMPLING................................................................................................................................................11

CON"ENIENCE SAMPLING................................................................................................................................................11

SAMPLE SI#E................................................................................................................................................11

DATA COLLECTION


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...................................................................................................................................................

11

PRIMARY DATA................................................................................................................................................11

SECONDARY DATA

................................................................................................................................................11

SIGNIFICANCE OF THE STUDY

........................................................................................................................................................11

LIMITATIONS OF STUDY

........................................................................................................................................................12

THEORETICAL PERSPECTIVE…………………………………...11

HISTORY OF WRIST WATCHES...................................................................................................................................................

13

COMPANY PRO$ILE...................................................................................................................................................

1%

TITAN INDUSTRIES................................................................................................................................................1%

$ASTRACK WATCHES................................................................................................................................................19

PROMOTION................................................................................................................................................21

PRICING................................................................................................................................................2&

PRICE DISCOUNTS AND ALLOWANCES

................................................................................................................................................2&


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LITERATURE REVIEW........................................................................................................................................................2%

C'st()e* +e*,e+t-(n...................................................................................................................................................

2

C'st()e* S/t-s/,t-(n "s Se*-,e '/-t4...................................................................................................................................................

25

C'st()e* s/t-s/,t-(n...................................................................................................................................................

25

Dete*)-n/nts ( ,'st()e* s/t-s/,t-(n

...................................................................................................................................................26

!*/n7 (4/t4...................................................................................................................................................

29

ANALYSIS AND INTERPRETATION........................................................................................................................................................30

OCCUPATION OF THE RESPONDENTS

...................................................................................................................................................30

TA!LE 1.1................................................................................................................................................30

INTREPRETATION................................................................................................................................................31

OCCUPATION O$ THE RESPONDENTS...................................................................................................................................................

31

CHART 1.1................................................................................................................................................31

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS...................................................................................................................................................

32


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TA!LE 1.2................................................................................................................................................32

INTREPRETATION................................................................................................................................................32

EDUCATIONAL UALI$ICATION O$ THE RESPONDENTS...................................................................................................................................................

33

CHART 1.2................................................................................................................................................33

AGE OF THE RESPONDENTS...................................................................................................................................................

33 TA!LE 1.3................................................................................................................................................33

INTREPRETATION................................................................................................................................................33

AGE O$ THE RESPONDENTS...................................................................................................................................................

3&

CHART 1.&................................................................................................................................................3&

GENDER OF THE RESPONDENTS...................................................................................................................................................

3&

TA!LE 1.%................................................................................................................................................3&

INTREPRETATION................................................................................................................................................3&

GENDER O$ THE RESPONDENTS...................................................................................................................................................

3%

CHART 1.6


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................................................................................................................................................3%

AWARENESS A!OUT THE PRODUCT THROUGHADS ......................................... 3%


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T/8e 1.................................................................................................................................................3%

Inte*+*et/t-(n................................................................................................................................................

3COMPARISON O$ $ASTRACK WATCHES WITH OTHER TITAN!RANDS...................................................................................................................................................

3

TA!LE 1.5................................................................................................................................................3

INTREPRETATION................................................................................................................................................

35

COMPARISON O$ $ASTRACK WATCHES WITH OTHER TITAN!RANDS...................................................................................................................................................

35

CHART 1.6................................................................................................................................................35

COMPARISON O$ $ASTRACK WATCHES WITH ITS COMPETITORS

...................................................................................................................................................35

TA!LE 1.9................................................................................................................................................35

INTREPRETATION................................................................................................................................................36

COMPARISON O$ $ASTRACK WATCHES WITH ITS COMPETITORS...................................................................................................................................................

36CHART 1.9................................................................................................................................................36

PERIOD O$ USAGE O$ $ASTRACK WATCHES !Y THERESPONDENTS


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...................................................................................................................................................

36

TA!LE 1.10................................................................................................................................................36

INTREPRETATION................................................................................................................................................39

PERIOD O$ USAGE O$ $ASTRACK WATCHES !Y THERESPONDENTS...................................................................................................................................................

39

CHART 1.11................................................................................................................................................39

A$$ORDA!ILITY O$ $ASTRACK WATCHES...................................................................................................................................................

&0

TA!LE 1.12................................................................................................................................................&0

INTREPRETATION................................................................................................................................................&0

A$$ORDA!ILITY O$ $ASTRACK WATCHES...................................................................................................................................................

&1

CHART 1.13................................................................................................................................................&1

CUSTOMER SER"ICE O$ $ASTRACK WATCHES........................................................................................................................................................&1

T/8e 1.1&

................................................................................................................................................&1

C/*t N( 1.1&................................................................................................................................................&2

Inte*+*et/t-(n


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................................................................................................................................................&2

GENERAL !EHA"IOR O$ CUSTOMER SER"ICE PERSONNEL...................................................................................................................................................

&2

T/8e 1.1%................................................................................................................................................&2

C/*t N( 1.1%................................................................................................................................................&3

Inte*+*et/t-(n................................................................................................................................................&3


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PRODUCT OF COMPETITOR ...................................................................................................................................................

&3

T/8e 1.1................................................................................................................................................

&3

C/*t N( 1.1................................................................................................................................................&&

Inte*+*et/t-(n................................................................................................................................................&&

T/8e N( 1.1.2................................................................................................................................................&&

C/*t N( 1.1.2................................................................................................................................................&%

Inte*+*et/t-(n................................................................................................................................................&%

RESPONSE O$ STA$$ TOWARDS CUSTOMER:S ENUIRY...................................................................................................................................................

&%

T/8e 1.15

................................................................................................................................................&%

C/*t N( 1.15................................................................................................................................................&

Inte*+*et/t-(n................................................................................................................................................&

SUGGESTIONS $OR IMPRO"ING UALITY O$ SER"ICES...................................................................................................................................................

&5

T/8e 1.19................................................................................................................................................&5

C/*t N( 1.16................................................................................................................................................&5


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Inte*+*et/t-(n................................................................................................................................................&5

PRODUCT RANGE OF FASTRACK WATCHES...................................................................................................................................................

&6 T/8e 1.19................................................................................................................................................&6

Inte*+*et/t-(n................................................................................................................................................&9

CHANCE O$ PURCHASING RI"AL !RAND...................................................................................................................................................

&9

T/8e 1.20................................................................................................................................................&9

C/*t N( 1.20................................................................................................................................................%0

Inte*+*et/t-(n................................................................................................................................................%0

OPINION A!OUT WE!SITE...................................................................................................................................................%0

T/8e 1.21................................................................................................................................................%0

C/*t N( 1.21................................................................................................................................................%1

Inte*+*et/t-(n................................................................................................................................................%1

STATISTICAL STUDY........................................................................................................................................................%1

TESTING O$ HYPOTHESIS


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...................................................................................................................................................

%1

HYPOTHESIS 1................................................................................................................................................%1

Inte*+*et/t-(n................................................................................................................................................%2


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H4+(tes-s 2................................................................................................................................................%3

Inte*+*et/t-(n................................................................................................................................................

%&

FINDINGS AND SUGGESTION........................................................................................................................................................%%

$INDINGS...................................................................................................................................................

%%

SUGGESTIONS...................................................................................................................................................

%CONCLUSION........................................................................................................................................................%5

!-8-(;*/+4........................................................................................................................................................%6

WE!LIOGRAPHY........................................................................................................................................................%6

UESTIONNAIRE........................................................................................................................................................%9


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INTRODUCTION

INTRODUCTION ABOUT WRIST WATCHES

Cloc! "#$ W"%c&'! "(' $')*c'! +!'$ %o ,'"!+(' o( *#$*c"%' %&' -"!!"' o/ %*,'. A cloc0 &*c&

*! l"('( %&"# " "%c&0 *! +!+"ll2 *#%'#$'$ %o 3' '-% *# o#' -l"c'4 " "%c& *! $'!*#'$ %o 3'

c"((*'$ o( o(#. Bo%& %2-'! o/ %*,'-*'c'! ('5+*(' " !o+(c' o/ -o'( "#$ " ,'"#! o/ %("#!,*%%*#

"#$ co#%(oll*# *%0 "! 'll "! *#$*c"%o(! %o ('*!%'( %&' l"-!' o/ %*,' +#*%!.

W(*!% "%c&'! '(' o#c' " #''$0 3+% #o *% &"! 3'co,' " $',"#$. D*//'('#% 3("#$! *%&

$*//'('#% %'colo20 $'!*# "#$ *##o)"%*o#! &")' '#%'('$ *#%o %&' ,"('%.

INTRODUCTION TO THE STUDY

F"!%("c *! o#' o/ %&' l'"$*# (*!% "%c& 3("#$ *# I#$*"0 F"!%("c "! l"+#c&'$ *# 17. T&'

3("#$ "! "*,'$ "% %&' 2o+%& !','#% 819:;9 2'"(! o/ "'% ')'# !+*% %&' "%c&. A#o%&'( *!!+' *! %&"%"ll )"(*'%*'! o/ %&' 3("#$ *! #o% ")"*l"3l' *# "ll ('%"*l !%o('0 %&' c+!%o,'(! "(' /o(c'$ /o( o#l*#'

!&o--*# %o '% %&'*( $'!*('$ "%c&'!.

TITLE OF THE STUDY

CUSTOMER SATISFACTION FOR FASTRACK WATCHES


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OBJECTIVES OF THE STUDY

1. To +#$'(!%"#$ %&' '?*!%*# -(o$+c% 5+"l*%2 *# F"!%("c "%c&'!.

;. To *#)'!%*"%' &'%&'( %&' -(o$+c% 5+"l*%2 o/ F"!%("c "%c&'! *! c"-"3l' o/ "$$('!!*#

"ll $',"#$! ,"$' 32 c+!%o,'(.

@. To *$'#%*/2 %&' $*//'('#c' 3'%''# E?-'c%"%*o# P'(c'-%*o# o/ c+!%o,'(! *# -(o$+c%

5+"l*%2 o//'('$ 32 F"!%("c "%c&'!.

. To +#$'(!%"#$ "3o+% %&' c+!%o,'( !"%*!/"c%*o# /o( F"!%("c "%c&'!.

RESEARCH METHODOLOGY

RESEARCH

O#c' %&' -(o3l', &"! 3''# c"('/+ll2 $'/*#'$0 %&' ('!'"(c&'( #''$! %o '!%"3l*!& %&' -l"# %&"% *llo+%l*#' %&' *#)'!%*"%*o# %o 3' c"((*'$ o+%. T&' ('!'"(c& $'!*# *#$*c"%'! %&' !%'-! %&"% &")' 3''#

%"'# "#$ *# &"% !'5+'#c' %&'2 occ+(('$. I% *! " !2!%',"%*c "#$ -+(-o!*)' I#)'!%*"%*o# o/ /"c%!

*%& "# o3'c%*)' o/ +#$'(!%"#$*# %&' c+!%o,'( !"%*!/"c%*o# /o( F"!%("c "%c&'!. T&'

,'%&o$olo2 %&"% *ll 3' "--l*'$ 32 %&' !%+$2 &"! 3''# c&o!'# *# o($'( %o "c5+*(' *#/o(,"%*o#

"#$ $'$+c' co#cl+!*o#! "3o+% %&' C+!%o,'( !"%*!/"c%*o# /o( F"!%("c "%c&'!>. T&' ,"*#

-+(-o!'! o/ %&*! !%+$2 *! %o o3%"*# "# *#!*&% *#%o %&' -(o3l',! /"c'$ 32 %&' F"!%("c "%c&'!

c+!%o,'(! *# o($'( %o -(o-o!' /+(%&'( ('co,,'#$"%*o#! /o( 3'%%'( c+!%o,'( !"%*!/"c%*o#.

RESEARCH DESIGN

R'!'"(c& $'!*# *! %&' "(("#','#% o/ co#$*%*o#! /o( coll'c%*o# "#$ "#"l2' o/ $"%" *# "

!2!%',"%*c ,"##'( %&"% "*,! %o co,3*#' ('l')"#c' %o ('!'"(c& -+(-o!' *%& 'co#o,2 *#

-(oc'$+('. T&' ('!'"(c& !%+$2 "--l*'$ &'(' *! -+('l2 $'!c(*-%*)'.

SAMPLING TECHNIQUE

T&' !*,-l' ("#$o, !",-l*# ,'%&o$ "! +!'$ /o( %&' -(*,"(2 $"%" coll'c%*o#. S*,-l' ("#$o,

!",-l*# *! %&' 3"!*c !",-l*# %'c*5+' &'(' ' !'l'c% " (o+- o/ !+3'c%! 8" !",-l'< /o(

!%+$2 /(o, " l"('( (o+- 8" -o-+l"%*o#


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T&'2 "(' P(o3"3*l*%2 !",-l*# "#$ No#:P(o3"3*l*%2 !",-l*#. T&' ('!'"(c&'( "$o-%'$ No#:

-(o3"3*l*%2 !",-l*#.

NON-PROBABILITY SAMPLING No#:-(o3"3*l*%2 !",-l*# -(oc'$+('0 &*c& $o'! #o% "//o($ "#2 3"!*! /o( '!%*,"%*# %&'

-(o3"3*l*%2 %&"% '"c& *%', *# %&' -o-+l"%*o# &"! 3''# *#cl+$' *# %&' !",-l'

CONVENIENCE SAMPLING

T&' ('!'"(c&'( &"! "$o-%'$ co#)'#*'#c' !",-l*# ,'%&o$ /o( %&*! !%+$2.

SAMPLE SIE

9 ('!-o#$'#%! "(' c&o!'# "! " !",-l' !*' /o( %&' !%+$2.

DATA COLLECTION

T"('% A+$*'#c' F"!%("c "%c&'! c+!%o,'(! *# CET c",-+!0 S(''"(2",0 T(*)"#$(+,

A('" o/ S%+$2 CET c",-+!0 S(''"(2", ('*o#.

PRIMARY DATA

I#/o(,"%*o# o3%"*#'$ /(o, %&' o(**#"l !o+(c' 32 ('!'"(c& *! c"ll'$ P(*,"(2 D"%". T&'2 o//'(

,+c& ('"%'( "cc+("c2 "#$ ('l*"3*l*%2. T&' $"%" "! coll'c%'$ /(o, %&' ('!-o#$'#%! %&(o+& %&'

5+'!%*o##"*('.

SECONDARY DATA

I# ,'"#! $"%" %&"% "(' "l('"$2 ")"*l"3l' *.'. *% ('/'(! %o %&' $"%" &*c& &")' "l('"$2 3''#

coll'c%'$ "#$ "#"l2'$ 32 !o,'o#' 'l!'. T&' $"%" "! coll'c%'$ /(o, %&' '3!*%'! "#$ o+(#"l!.

SIGNIFICANCE OF THE STUDY

T&' "%c& *#$+!%(2 *! *# %&' c+(('#% !c'#"(*o *! 3oo,*# "#$ +#$'(o*# " ("-*$ (o%&. T&'

','('#c' o/ #' '#'("%*o# -(*)"%' "#$ /o('*# "%c&'! *# %&' I#$*"# "%c& ,"('% &"! ("*!'$

%&' co,-'%*%*)'#'!! *# %&' *#$+!%(2. T&' !%+$2 "*,! "% *$'#%*/2*# %&' '?%'#$ %o &*c& %&'

-(o$+c% 5+"l*%2 o/ " "%c& "//'c%! *%! co,-'%*%*)'#'!!. T&' o+%co,' o/ %&' !%+$2 (')'"l! %&'

c+(('#% -'(c'-%*o# "3o+% %&' "%c&'! (oo%'$ *# %&' ,*#$! o/ %&' c+!%o,'(! &*c& co+l$ 3'

+!'/+l *# /o(,+l"%*# %&' !%("%'*'! *# /+%+(' o-'("%*o#! o/ %&' co,-"#20 /o( %&' "%%"*#,'#% o/ *%!

o"l! *# %&*! co,-'%*%*)' !c'#"(*o.


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LIMITATIONS OF STUDY

T&' /ollo*# "(' %&' l*,*%"%*o#! o/ %&' !%+$2

• Mo3*l' -&o#' &"! 3'co,' %&' ,o!% #'c'!!"(2 co,,o$*%2!'()*c'0 !o *% "! $*//*c+l% %o

$'/*#' %&' -o-+l"%*o# *# " -"(%*c+l"( -l"c'.• 9 ('!-o#$'#%! c"##o% ('-('!'#% %&' -o-+l"%*o#0 "! " &ol'. So %&' /*#$*#! ,"2 3' 3*"!'$.

• T*,' -l"2! " &")oc (ol' *# $"%" coll'c%*o#. So0 %&' !",-l' *! ('!%(*c%'$ %o 9.

• C&"#c'! o/ 3*"!'$ ('!-o#!'! /(o, %&' c+!%o,'(!


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HISTORY OF WRIST WATCHES

To$"20 " (*!%"%c& *! co#!*$'('$ "! ,+c& o/ " !%"%+! !2,3ol "! " $')*c' %o %'ll %*,'. I# "# "'

&'# c'll -&o#'! "#$ $**%"l -"'(! $*!-l"2 %*#2 5+"(% cloc!0 %&' ,'c&"#*c"l (*!%"%c& &"!

!lol2 3'co,' l'!! o/ "# o3'c% o/ /+#c%*o# "#$ ,o(' " -*'c' o/ ,o$'(# c+l%+('. W"l *#%o %&'

3o"($(oo, o/ "#2 Fo(%+#' 9 co,-"#2 "#$ 2o+>(' l*'l2 %o !'' $o'#! o/ -('!%**o+!

(*!%"%c&'!0 *#cl+$*# !+c& #",'! "! Rol'?0 V"c&'(o# Co#!%"#%*#'0 F("# M+ll'(0 J"''(:

L'Co+l%(' "#$ ')'# P"%' P&*l*--'.

Ho')'(0 %&*! "! #o% "l"2! %&' c"!'. L'!! %&"# 12'"(! "o0 #o !'l/:('!-'c%*# '#%l',"#

o+l$ 3' c"+&% $'"$ '"(*# " (*!%"%c&. I# %&o!' $"2! o/ 2o('0 ('"l ,'# c"((*'$ -oc'%

"%c&'!0 *%& " ol$ &"l/:&+#%'( 3'*# %&' -('/'(('$ !%"%+! !2,3ol o/ %&' %*,'#o -+# *#%'#$'$.

W(*!% l'%!0 "! %&'2 '(' c"ll'$0 '(' ('!'()'$ /o( o,'#0 "#$ co#!*$'('$ ,o(' o/ " -"!!*# /"$

%&"# " !'(*o+! %*,'-*'c'. I# /"c%0 %&'2 '(' &'l$ *# !+c& $*!$"*# %&"% ,"#2 " '#%l','# '('

"c%+"ll2 5+o%'$ %o !"2 %&'2 o+l$ !oo#'( '"( " !*(% "! '"( " (*!%"%c&. T&' '!%"3l*!&'$

"%c& ,"*# co,,+#*%2 loo'$ $o# o# %&', "! 'll. B'c"+!' o/ %&'*( !*'0 /' 3'l*')'$

(*!%l'%! co+l$ #o% 3' ,"$' %o "c&*')' "#2 l')'l o/ "cc+("c20 #o( co+l$ %&'2 *%&!%"#$ %&' 3"!*c

(*o(! o/ &+,"# "c%*)*%2. T&'('/o('0 )'(2 /' co,-"#*'! -(o$+c'$ %&', *# 5+"#%*%20 *%& %&' )"!%

,"o(*%2 o/ %&o!' 3'*# !,"ll l"$*'! ,o$'l!0 *%& $'l*c"%' /*?'$ *(' o( c&"*#:l*# 3("c'l'%!.

W"%c& o(! '(' $')'lo-'$ &'# co*l'$ !-(*#! '(' *#%(o$+c'$ "! " !o+(c' o/ -o'(. T&*!

%2-' o/ !-(*# "! +!'$ *# I%"l2 "3o+% 19. A3o+% 19 P'%'( H'#l'*#0 " loc!,*%& *# N(#3'(0

G'(,"#20 3'"# -(o$+c*# -o(%"3l' %*,'-*'c'! #o# -o-+l"(l2 "! N(#3'( '!. I# 19;9

"#o%&'( "(%*!"#0 J"co3 'c& o/ P("+'0 *#)'#%'$ " /+!''0 o( !-*("l -+ll'20 %o '5+"l*' %&' +#')'#

-+ll o/ %&' !-(*#. O%&'( *,-(o)','#%! %&"% *#c('"!'$ %&' "cc+("c2 o/ "%c&'! *#cl+$'$ " !-*("l

&"*(!-(*#0 *#)'#%'$ "3o+% 166 32 Ro3'(% Hoo'0 /o( %&' 3"l"#c' &''l0 "#$ " l')'( '!c"-','#%

$')*!'$ 32 B(*%*!& *#)'#%o( T&o,"! M+$' "3o+% 169.

M*#+%' "#$ !'co#$ &"#$!0 "#$ c(2!%"l! %o -(o%'c% 3o%& %&' $*"l "#$ &"#$!0 /*(!% "--'"('$ o# 1%&:

c'#%+(2 "%c&'!. J''l'$ 3'"(*#! %o ('$+c' /(*c%*o# "#$ -(olo# %&' l*/' o/ "%c&o(! '('

*#%(o$+c'$ *# %&' 17%& c'#%+(2.


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I# %&' c'#%+(*'! %&"% -('c'$'$ %&' *#%(o$+c%*o# o/ ,"c&*#':,"$' -"(%!0 c("/%!,"#!&*- o/ " &*&

o($'( "! ('5+*('$ %o ,"#+/"c%+(' "cc+("%'0 $+("3l' cloc! "#$ "%c&'!. S+c& loc"l c("/%

o("#*"%*o#! "! %&' P"(*! G+*l$ o/ Cloc,"'(! 819< '(' o("#*'$ %o co#%(ol %&' "(% o/

cloc,"*# "#$ *%! "--('#%*c'!&*-. A +*l$ #o# "! %&' Cloc,"'(! Co,-"#20 /o+#$'$ *#

Lo#$o# *# 16@0 *! !%*ll *# '?*!%'#c'. T&' N'%&'(l"#$!0 G'(,"#20 "#$ S*%'(l"#$ "l!o -(o$+c'$

,"#2 /*#' "(%*!"#! &o!' o( "! #o%'$ /o( 3'"+%2 "#$ " &*& $'('' o/ ,'c&"#*c"l -'(/'c%*o#.

T&*! "ll !%"(%'$ %o c&"#' *# %&' #*#'%''#%& c'#%+(20 &'# !ol$*'(! $*!co)'('$ %&'*( +!'/+l#'!!

$+(*# "(%*,' !*%+"%*o#!. Poc'% "%c&'! '(' cl+,!2 %o c"((2 "#$ %&+! $*//*c+l% %o o-'("%'

&*l' *# co,3"%. T&'('/o('0 !ol$*'(! /*%%'$ %&', *#%o -(*,*%*)' c+--'$ l'"%&'( !%("-! !o %&'2

co+l$ 3' o(# o# %&' (*!%0 %&'('32 /(''*# +- %&'*( &"#$! $+(*# 3"%%l'. I% *! 3'l*')'$ %&"%

G*("($:P'(('"+? '5+*--'$ %&' G'(,"# I,-'(*"l N")"l *%& !*,*l"( -*'c'! "! '"(l2 "!%&'177!0&*c& %&'2 o(' o# %&'*( (*!%! &*l' !2#c&(o#**# #")"l "%%"c!0 "#$ /*(*# "(%*ll'(2. I#

160 %&' ')ol+%*o# o/ (*!%l'%! %oo "# ')'# 3*'( !%'- *%& %&' *#)'#%*o# o/ %&' '?-"#$"3l'

/l'?*3l' 3("c'l'%0 "! 'll "! %&' *#%(o$+c%*o# o/ *(' loo-! 8o( l+!< !ol$'('$ o#%o !,"ll0 o-'#:

/"c'$ -oc'% "%c& c"!'!0 "llo*# l'"%&'( !%("-! %o 3' ,o(' '"!*l2 "%%"c&'$. T&*! "*$'$ %&'*(

"$"-%"%*o# /o( ,*l*%"(2 +!' "#$ %&+! ,"('$ " %+(#*# -o*#% *# %&' $')'lo-,'#% o/ (*!%"%c&'!

/o( ,'#.

A#o%&'( %*,'l2 *!!+' "! %&' )+l#'("3*l*%2 o/ %&' l"!! c(2!%"l &'# o(# $+(*# co,3"%. T&*!

"! "$$('!!'$ 32 +%*l**# -*'(c'$ ,'%"l co)'(!0 /('5+'#%l2 c"ll'$ !&("-#'l +"($!. T&'!' '('

3"!*c"ll2 ,'%"l (*ll! 8o/%'# ,"$' o/ !*l)'(


20/83

T&' !+cc'!! o/ %&' (*!%"%c& "! 3o(# o+% o/ #'c'!!*%20 "#$ Rol'? co#%*#+'$ %&*! %("$*%*o# 32

*#%(o$+c*# " !'(*'! o/ P(o/'!!*o#"l0 o( %ool "%c&'! *# %&' '"(l2 19!. T&'!' ,o$'l!0

*#cl+$*# %&' S+3,"(*#'(0 E?-lo('(0 GMT:M"!%'(0 T+(#:O:G("-&0 "#$ M*l"+!! '(' "l!o

$'!*#'$ o+% o/ #'c'!!*%20 "! %&'2 *#cl+$'$ /'"%+('! "#$ "%%(*3+%'! %&"% '(' '!!'#%*"l /o( "

!-'c*/*c %"! o( -(o/'!!*o#. B'c"+!' o/ *%! (+'$ $'!*#0 )"(*"%*o#! o/ %&' S+3,"(*#'( &")'

!+3!'5+'#%l2 3''# *!!+'$ %o #+,'(o+! ,*l*%"(*'!0 *#cl+$*# %&' B(*%*!& Ro2"l N")20 Ro2"l

C"#"$*"# N")2 "#$ B(*%*!& Ro2"l M"(*#'!0 "! 'll "! %&' U.S. N")2 S'"l!. O)'( %&' 2'"(!0

$o'#! o/ co,-"#*'! l*' O,'"0 B'#(+! "#$ P"#'("* &")' "l!o !+--l*'$ !-'c*"l%2 "%c& ,o$'l!

/o( ,*l*%"(2 $+%2..W*%& %&' '#'("l -+3l*c #o l'"#*# %o"($ &*&:%'c&0 $**%"l "$'%!0 %&'

cl"!!*c ,'c&"#*c"l (*!%"%c& '(' co,' %o %&' ,"('%.

COMPANY PROFILE

TITAN INDUSTRIES

T*%"# I#$+!%(*'! *! %&' o(l$! /*/%& l"('!% (*!% "%c& ,"#+/"c%+('( "#$ I#$*"! l'"$*# -(o$+c'(

o/ "%c&'! +#$'( %&' T*%"#0 F"!%("c0 So#"%"0 N'3+l"0 RAGA0 R'"l*"0 Oc%"#' 2l2! 3("#$

#",'!. I% *! " o*#% )'#%+(' 3'%''# %&' T"%" G(o+-0 "#$ %&' T",*l N"$+ I#$+!%(*"l D')'lo-,'#%

Co(-o("%*o# 8TIDCO


21/83

T*%"# "l!o o//'(! S%''l0 R'"l*"0 R""0 F"!%("c0 T'colo20 N'3+l"0 B"#$&"#0 So#"%"0 Oc%"#'0

!-'c*"l RHo!+(0 T",*l N"$+. F"!%("c *! " -o-+l"( 3("#$ ",o# 2o+%& *# I#$*". F"!%("c "%c&'!

co,' *# " )"(*'%2 o/ !%2l'!0 !&"-'! "#$ colo(!. O# M"(c& ;10 T*%"# I#$+!%(*'! A##o+#c'$ %&'

l"+#c& o/ *%! )'(2 /*(!% T*%"# /l"!&*- !%o(' *! loc"%'$ "% O--o!*%' S&o--'(! S%o-0 B"#$(" L*#*#

Ro"$0 M+,3"*0 I#$*". S%o(' *! !-('"$ o)'( " !-"c*o+! ;09 !5 /% 8;@ ,;< "#$ &o+!'! ,o(' %&"#

19 "%c&'! o# $*!-l"2 /(o, T*%"# l*' P+(-l'0 A+%o,"%*c!0 O(*o#0 R""0 E$'0 N'3+l"0 "#$

,"#2 ,o('. O# No)',3'( 160 ;110 T*%"# I#$+!%(*'! "c5+*('$ S*!! "%c& ,"'( F")(':L'+3"

/o( E+(o ; ,*ll*o#

T*%"# "%c&'! 0 %&' ,"o( I#$*"# "%c&,"'( ',3"('$ o# %&' /"!&*o# "%c&'! c"%'o(2 *%& %&'

l"+#c& o/ %&' T*%"# F"!%("c "%c&'! *# %&' 2'"( 17. A! %&' ')'( c&"#*# /"!&*o# *#$+!%(2

*#/l+'#c'$ %&' "%c& *#$+!%(2 $+(*# %&*! '("0 T*%"# "%c&'! c",' +- *%& %&' !%2l*!& "#$ %('#$2

T*%"# F"!%("c "%c&'! coll'c%*o#.

E?%("o($*#"(*l2 *##o)"%*)' %'colo2 co+-l'$ *%& " /('!& !'#!' o/ !%2l' *# %&' T*%"# F"!%("c

"%c&'! 3'c",' "# *#!%"#% ("' '!-'c*"ll2 *%& 2o+%&!. I# %&' T*%"# -o(%/ol*o *% *! 3'l*')'$ %o

co#%(*3+%' " )"l+'. S*#*/*c"#% (*!' *# T*%"# F"!%("c "%c&'! !"l'! &"! !+3!'5+'#%l2

co,-'ll'$ T*%"# %o '!%"3l*!& *% "! " !'-"("%' 3("#$.

T*%"# &"! "# '#)*"3l' 3("#$ *,"' *# I#$*"0 3'*# ("#'$ #+,3'( 1 !*? %*,'! *# %&' l"!% !')'#

2'"(!0 "#$ !'co#$ o#c'. R'"!o# /o( !+cc'!!: "--'"l! %o 2o+%& ,"('% "#$ *! *#!-*("%*o#"l. M"!!

,"('% 3("#$ *%& " !%(o# -('!'#c' "% %&' lo'( '#$. >M"!! *%& cl"!!> E5+"ll2 -o-+l"( *%&

,'# "#$ o,'#. B("#$ '?-'#$*%+(' @@0@9 : 0166 3("#$ 3+*l$*#. V"l+' /o( ,o#'2.

T*%"# ("#! )'(2 &*&l2 *# "ll !+()'2!. Co,-"#2 *! #o ''# %o %("#!l"%' *%! 3("#$ "$)"#%"' *#

%o -(o/*%!.

HTSE Technology

I# J+l2 ;11 T*%"# l"+#c&'$ %&' HTSE 8H*& T'c& S'l/ E#'(*'$< coll'c%*o# o/ "%c&'! &*c&

(+# o# l*&%. Acco($*# %o T*%"# %&'!' "%c&'! c"# 3' c&"('$ *%& "! lo "! ; l+? o/ l*&%

&*c& ,"'! %&', c&"('"3l' *%& l*&% ')'# /(o, " c"#$l'. I# *%! -('!! ('l'"!' %&' co,-"#2

!"*$ %&"% =HTSE $("! *%! $'!*# *#!-*("%*o# /(o, %&' ,o!% co,-l'? !'l/:'#'(**# 3o$*'! 3+*l%

32 ,"#*#$ !-"c' !%"%*o#!0 !"%'ll*%'! "#$ !-"c'!&*-!. T"('%'$ "% %&' %'c&:!"))20 2o+# +(3"#


22/83

,"l'0 %&*! +l%(":,o$'(# "!!o(%,'#% *! %(+l2 "# '-*%o,' o/ !%2l' "#$ %'colo2.= T&'!' "%c&'!

"(' "% c+(('#% ")"*l"3l' "% !'l'c% o+%l'%! *# !'l'c% c*%*'! %&(o+&o+% %&' o(l$.

PRECISION ENGINEERING DIVISION

P('c*!*o# E#*#''(*# D*)*!*o# o/ T*%"# "! !%"(%'$ *# ;;. I% &"! 3'co,' o#' o/ %&' l'"$*#,"#+/"c%+('(! o/ P('c*!*o# P"(%! /o( A+%o,o%*)' "#$ A'(o!-"c' I#$+!%(*'!.

T&' D*)'(!' P(o$+c% ("#' *#cl+$'! -o*#%'(!0 $"!&3o"($ cl+!%'(! l*' F+'l G"+'0 T',-'("%+('

G"+'0 G'"( S&*/% I#$*c"%o(!0 Cloc! /o( A+%o,o3*l'! "#$ "#2 *#$ o/ I#'c%*o# ,ol$'$ Pl"!%*c

-"(%!0 El'c%(o,'c&"#*c"l A!!',3l*'! /o( "+%o,o3*l'!0 "ll *#$! o/ -('!!'$ "#$ %+(#'$ -"(%! /o(

"+%o,o3*l'!. T&' Tool*# S'c%o( o/ P('c*!*o# E#*#''(*# D*)*!*o# ,"#+/"c%+('! "ll *#$!

o/ P('!! Tool0 Mol$!0 J*!0 "#$ F*?%+('! /o( )"(*o+! *#$+!%(*'!.

T*%"# A+%o,"%*o# Sol+%*o#0 " -"(% o/ P('c*!*o# E#*#''(*# D*)*!*o# *! " l'"$*# A+%o,"%*o#

Sol+%*o# P(o)*$'( /o( "ll *#$ o/ *#$+!%(*'!. T&'2 ,"$' !*#*/*c"#% co#%(*3+%*o#! %o "$$ )"l+'

$+(*# %&' -(o$+c% $')'lo-,'#% !%"'! o/ %&' lo:co!% "%'( -+(*/*'(0 T"%" !"c&0 $')'lo-'$ 32

T"%" C&',*c"l!. T&' A+%o,"%*o# Sol+%*o# "--l*'$ *%! -('c*!*o# '#*#''(*# c"-"3*l*%*'! %o !+--l2

"+%o,"%*o# !ol+%*o#! /o( %&' $')'lo-,'#% o/ !-'c*"l "!!',3l2 -('!!'! %&"% '#"3l'$ ,"!!

-(o$+c%*o# o/ T"%" !"c&.

JEWELLERY DIVISION

T"#*!&5 *! c+(('#%l2 %&' ,o!% -(o,*#'#% ''ll'(2 3("#$ o/ I#$*"0 "#$ *% -*o#''('$ %&' co#c'-% o/

3("#$'$ ''ll'(2 "#$ o(#",'#%! *# I#$*".=T"#= *# S"#!(*%U($+ ,'"#! 3o$2 "#$ =I!&5= *# U($+

,'"#! lo)'. H'#c' =T"#*!&5= &*c& *! 3'co,*# -o-+l"( "! "# I#$*"# 3"32 #",' ,'"#!

=',3o$*,'#% o/ lo)'=. =T"#= *# S"#!(*% "l!o ,'"#! %o '?%'#$ o( %o !-('"$. H'#c' =%o '?%'#$

lo)'= o( =%o !-('"$ lo)'= "(' o%&'( ,'"#*#! "%%(*3+%'$ %o %&' #",' T"#*!&5. T&' #",' T"#*!&5

&"! 3''# /o(,'$ 32 co,3*#*# =T"= 8%&' /*(!% %o l'%%'(! o/ T"%"< "#$ =N*!& o( N*!&&=

8,'"#*# ol$ co*# o( #'cl"c' *# S"#!(*%


23/83

"! " /"*l+(' %&o+&. T"#*!&5 "% /*(!% *#%(o$+c'$ 17 K% ol$ ''ll'(2 "$)'(%*!*# 17 K% "! %&'

*#%'(#"%*o#"l !%"#$"($. T&*! l'!! -+(' ol$ "! co,-l'%'l2 (''c%'$ 32 %&' ,"('% $o,*#"%'$ 32

8-+(-o(%'$< ;; K% ol$. L"%'( o#0 *% '?-lo$'$ %&' ,"('% *%& /"c%! "3o+% (",-"#% *,-+(*%2

"c(o!! I#$*". I% *#%(o$+c'$ %'colo2:3"c'$ c&"ll'#' *# " c"%'o(2 co,-l'%'l2 o)'(#'$ 32

3l*#$ *#$*)*$+"l %(+!%. T"#*!&5 *#%(o$+c'$ *##o)"%*o#! l*' K"("%,'%'(0 %&' o#l2 #o# $'!%(+c%*)'

,'"#! %o c&'c %&' -+(*%2 o/ ol$4 ,"c&*#' ,"$' ''ll'(20 &*c& o//'(! !+-'(*o( /*#*!& "#$

)"l+' %o %&' c+!%o,'( "#$ &"#$c("/%'$ ''ll'(2 &*c& *! *#/l+'#c'$ 32 )"(*o+! ''ll'(2

%("$*%*o#! o/ I#$*".

T"#*!&5 &"! !'% +- -(o$+c%*o# "#$ !o+(c*# 3"!'! *%& %&o(o+& ('!'"(c& o/ %&' ''ll'(2 c("/%!

o/ I#$*". T&' 1@90 !5 /% 81;09 ,;


24/83

TITAN co,-"#2 &"! oo$ ('-+%"%*o# *# I#$*"# !%oc ,"('% 8NSE


25/83

The Hip Hop range

T&' l"%'!% coll'c%*o# &*c& *! /'"%+('$ *! %&' H*- Ho- ("#'. T(+' %o %&' /l",3o2"#% !%2l' o/ %&'

&*- &o- c+l%+('0 %&' "%c&'! &")' $*!%*#c% !%2l'! "#$ !+(-(*!' 'l','#%! *# %&'*( $'!*#. T&' ,o!%

!%+##*# -*'c' *! %&' @YM1 /o( +2!. T&*! "%c& co,'! *# ol$ o( &*%' ,'%"l "#$ *! %o 3'

o(# l*' " -'#$"#% o# " c&"*# "(o+#$ %&' #'c. T&' !%("- *! *# %&' /o(, o/ " c&"*# "#$ %&' "%c&

*! $'!*#'$ l*' " -'#$"#% ('-('!'#%*# %&' ,"l' !2,3ol.

The Denim range

T&' D'#*, coll'c%*o# ",o#!% F"!%("c "%c&'! "(' +#*5+' "#$ "(' &*&l2 *# $',"#$. T&'!'

/'"%+(' ,o!%l2 !5+"(' $'!*#! &'(' %&' c"!' ,"2 3' (o+#$ 3+% %&' $*"l *! !5+"(' !&"-'$. T&'

$*"l !&"-'! "#$ c"!' !&"-'! $*//'( *# '"c& ,o$'l "#$ !o $o %&' !%("-!. F(o, l'"%&'( %o ,'%"l0

%&'(' "(' !%("-! &*c& co,' *# %&' $'#*, ,"%'(*"l0 ,"*# *% -'(/'c% /o( -"*(*# *%& 2o+(

/")o(*%' -"*( o/ '"#!.

The Bikers range

I/ 2o+ loo "% %&' B*'(! coll'c%*o#0 2o+ o+l$ 3' %"'# "3"c 32 !o,' o/ %&' !l'' $'!*#! %&"%

%&*! coll'c%*o# &"! /o( 2o+# o,'#. O)'("ll %&' $'!*#! "(' !-o(%2 "#$ co,' *%& (o+#$ $*"l!0

l'"%&'( o( ,'%"l !%("-! "#$ "(' %('#$2 "#$ !-o(%2 *# !%2l'.

The Army range

T&*! ("#' -(o3"3l2 ('-('!'#%! %&' ,o!% 'l"3o("%' $'!*#! ",o#!% F"!%("c "%c&'!. T&' !%("-!

"(' *$' *# &*c& %&' "%c& *! ',3'$$'$. T&' $*"l *! *# %&' /o(, o/ " 3+ll'% "#$ %&' l"!! *!

$'!*#'$ %o c",o+/l"' %&' $*"l. T&' l'"%&'( !%("-! "$$ "# '?-'#!*)' "+(" %o %&'!' "%c&'! &*c&

"(' ,"$' /o( %(+' "(,2 /"#!.


26/83

T&' o%&'( coll'c%*o#! "(' "ll o(%& " loo. T&' Colo( Pl"2 coll'c%*o# &"! cl"!!2 $'!*#! &*c&

/l"+#% !5+"(' c"!'! *%& 3ol$ -"%%'(#'$ $*"l! "#$ &")' "ll*"%o( !*# -"%%'(# l'"%&'( !%("-!. T&'

Al+,*#+, ("#' /'"%+('! !*l)'(2 &*%' "%c&'! o/ $*//'('#% $'!*#! &*l' %&' B"!*c! coll'c%*o#

/'"%+('! "%c&'! *# -l"!%*c "#$ (+33'(.

T&+!0 %&'(' *! ",-l' c&o*c' &'# *% co,'! %o "%c&'! /o( 2o+# ,'# "#$ o,'# ",o#!%

F"!%("c "%c&'!.

CUSTOMER SEGMENTATION:

A/%'( c"((2*# o+% "# *#:$'-%& ,"('% !%+$20 T*%"# *$'#%*/*'$ %&('' $*!%*#c% ,"('% !','#%! /o(

*%! "%c&'!. T&' !','#%! '(' "((*)'$ "% +!*# 3'#'/*% "#$ *#co,' l')'l "! %&' 3"!'!. T&' /*(!%

co#!*!%'$ o/ %&' &*& *#co,' 'l*% ' co#!+,'(! &o '(' 3+2*# " "%c& "! " /"!&*o# "cc'!!o(2

#o% "! " ,'(' *#!%(+,'#% !&o*# %*,'. T&' #'?% !','#% co#!*!%'$ o/ co#!+,'(! &o -('/'(('$

!o,' /"!&*o# *# %&'*( "%c&'! 3+% %o %&', -(*c' $*$ ,"%%'(. T&' %&*($ !','#% co#!*!%'$ o/ %&'

lo'( : *#co,' co#!+,'(! &o !" " "%c& ,"*#l2 "! " %*,':''-*# $')*c' "#$ 3o+&% ,"*#l2

o# %&' 3"!*! o/ -(*c'

PROMOTION

B'/o(' T*%"#>! "((*)"l o# %&' !c'#'0 I#$*"# "%c&'! ,"#+/"c%+('(! !" "$)'(% *!*# "! " ("%&'(

+##'c'!!"(2 '?-'#!'.

T*%"# !" *% "! " ) *% " l * # ) ' ! % , ' #% 0 " ! *% ' #% " 3o + % /" ! & * o # * # 3( " #$ :

3+ * l $ * # c(*%'(*" %&"% &"! !*#c' 3''# ',3("c'$ 32 %&' '#% *(' *#$+!%(2.

T&'3( " #$ & " ! " l " 2! * # ) ' ! % ' $ &' " ) * l 2 * # ! &o c " ! * # *% ! - ( o $ + c % ! 0 % &( o

+ & , ' " ! + ( ' ! ! + c & " ! c " % " lo + ' > " $ ) ' ( % * ! * # " #$ 3 2 + ! * #

% &' - ( * # % , ' $ * " ( ' + l " ( l 2 " # $ ' / / ' c % * ) ' l 2 % o , ' ( c & " # $ * ! ' , o $ ' l ! A $ )

' ( % *! * # o / % & * ! * # $ ' #" 3 l ' $ c o # ! + , ' ( ! % o ! &o - D o / / %&' -"'> "#$ $'c*$' &*c&

,o$'l %&'2 "#%'$.

T*%"# &"! ,"$' " ,"( *# %'l')*!*o# -(o,o%*o#!0 %oo0 &'(' *%! "$)'(% *!','#%! &")' 3''#

#o%*c'$ /o( %&' ,+!*c %("c! +!'$ *# %&',. I# 110 T*%"# c('"%'$ "

! ' % o / % & ( ' ' - ( o , o % * o # " l / * l , ! % o $ ' ) ' l o - % & ' */% *#> ,"('% .

W"%c&'! &"$ "l"2! 3''# " ('"% */% /")o(*%'0 3+% T*%"# "! co#)*#c'$ %&"% ,+c& o/ % &'

! ' , ' #% > ! - o % ' #% * " l ('l"%*o#!&*-0 &'('*# %&' ,o,'#% /o( %&o!' *#)ol)'$.


27/83

l " 2 + #% " - - ' $ . E " c & o / % &' /*l,! '?-lo('$ " -"(%*c+l"( * / % * # o / " T * % " # ' # ' ( "

% ' $ " , o ) * # - ' ( ! o # " l

A$)'(%*!*# "!*$'0 %&' co#c'-%*o# "#$ ",3*'#c' o/ T*%"#>! o# ('%"*l o+%l'%!

&")' 3 ' ' # " - o ' ( / + l - ( o , o % * o # " l % o o l / o ( % & ' c o , - " # 2 > ! - ( o $ + c % ! 0T & ' ! ' " ( ' !%("%'*c"ll2 loc"%'$ *# %&' #''( -"(%! o/ c*% *'! "#$ %o#!0 "l"2!

*%& " &*&l2 ('/*#'$ "#$ +#*/o(, /(o#%"' *% & *#$o $*!-l"2!

%&"% *#)*% ' -'o-l' %o "l *#. I#!*$'0 %&' T*%"# '?-'(*'#c' %"'! o)'(. B("#$ o//'(*#! "('

&*&l*&%'$ *# &*&l2 ('/*#'$ !'%%*#! %&"% &")' %&' 3'!% o/ l*&% *#0 -(o-! "#$ co#%'?%+"l

*#/o(,"% *o#. E)'# */ " )*!*% $o'! #o% co#!+,,"%' *# " -+(c&"!'0 %&' T*%"# %o+c& *! *,-(*#%'$ o#

co#!+,'(!.

T&' 16 Wo(l$ o/ T*%"#> !&o(oo,! "c(o!! c*% *'! *# %&' co+#%(20

( ' /+ ( 3 * ! & ' $ * # ; 1 0 " ( ' ! 2 , 3o l * c o / % & ' 3( " #$ > ! ! o - & * ! % * c " % *o # . C o #

% * # + o + ! *##o)"%*o# o/ ('%"*l $'!*# !+!%"*#! %&' *#)*%"%*o#> %o )*!*% %&' !%o('.

T & ' $ ' - ' # $ " 3 * l * % 2 5 + o % * ' # % * # % & ' ( ' l " % * o # ! & * - % & " % T * % " # & " ! # + ( % + ( ' $

* % & c o # ! + , ' ( ! & " ! 3 ' ' # * , - ( o ) ' $ 3 2 % & ' 3( " # $ > ! # ' % o ( o / " /% ' ( :

! " l ' ! ! ' ( ) * c ' c ' #% ( ' ! 0 & * c & * ! + # - " ( " l l ' l ' $ /o ( *% ! ( ' " c & " # $

( ' ! - o #! * ) ' # ' ! ! .

A $ $ * # % o % &' 3' # ' / *% ! % &" % c o # ! + , ' ( ! c " # ' ? - ' c % " ( ' T *% " # > ! & * & :

' #$ D " % c & : c " ( ' c ' #% ( ' ! > 0 &*c& o//'( !&o(oo,:l*' ",3*'#c' "#$ co,/o(%.

E!!'#%*"ll2 F"!%("c "! " !+3:3("#$ '#$o(!'$ 32 %&' T*%"# B("#$. I# ,o!% o/ %&' c",-"*#!0 %&'

3("#$ "! -(o,o%'$ "! T*%"# F"!%("c. T&' 3("#$ "! %"('%*# 2o+# co#!+,'(! &o '(' ,o)*#

%o"($! %&' co,-'%*%o( T*,'?. I% "! $+(*# %&*! %*,' %&"% T*,'? "#$ T*%"# -"(%'$ "2!.

F"!%("c &"$ " oo$ !%"(%. D+(*# %&' /*(!% 2'"(0 %&' 3("#$ cloc'$ " %+(#o)'( o/ R! 19 c(o('. T&'

oo$ (+# co#%*#+'$ %*ll ;1:;; "#$ %&' 3("#$ "! o(%& R! ;9 c(o(' "% %&"% -'(*o$. B+% %&'

!"l'! !%"#"%'$. Al%&o+& %&' 3("#$ "--'"l'$ %o %&' 2o+#!%'(!0 -(*c' "! !*#*/*c"#% $",-'#'(.


28/83

T&' 3("#$ /o+#$ %&"% %&' %"('% (o+- &*c& co#!*!%'$ o/ coll'' !%+$'#%! co+l$ #o% "//o($

%&*! 3("#$.

D+(*# ;@:0 %&' 3("#$ '#% *# /o( " ('-o!*%*o#*# '?'(c*!' %"('%*# '?'c+%*)' !','#% "!

'll "! c"!+"l "%c& !','#%. I% "! " !+*c*$"l '?-'(*,'#%. T&' 3("#$ !"l'! c",' $o# %o R! ;@

c(o('. T&' c&"#' *# -o!*%*o#*# $*$ #o% /*% 'll *%& %&' 3("#$. T&' co#!+,'(! '(' #o% *ll*#

%o -"2 R! 1;:; /o( " "%c& %&"% $*$ #o% &")' %&' '?'c+%*)' *,"'.

I% "! *# ; %&"% F"!%("c l"+#c&'$ *%! ("#' o/ !+#l"!!'!. T&' ,o)' "! ,"$' "/%'( "

co#!+,'( ('!'"(c& &*c& !&o'$ %&"% ,o3*l'!$'o!-o(%! !&o'! "#$ !+#l"!!'! "(' -o-+l"(

"cc'!!o(*'! *# %&' -+(c&"!' l*!% o/ 2o+#!%'(!. A#$ S+#l"!!'! /*%%'$ -'(/'c%l2 "! " 3("#$

'?%'#!*o# /o( F"!%("c. I# ,2 -'(!o#"l )*'0 !+#l"!!'! o//'('$ " ('"% o--o(%+#*%2 /o( %&' 3("#$.

T&'(' "! #o I#$*"# 3("#$ o/ !+#l"!!'! "% %&"% %*,'. T&' 3("#$! ")"*l"3l' '(' R"2:B"# "#$

o%&'( /o('*# 3("#$! &*c& '(' *,-o(%'$. T&'!' 3("#$! '(' $",# '?-'#!*)' "#$ o/%'#

co#!+,'(! c&o!' loc"l +#3("#$'$ !+#l"!!'!.

I# ;90 %&' 3("#$ '#% /o( "#o%&'( ('-o!*%*o#*# '?'(c*!' *%& " #' loo "#$ #'

-o!*%*o#*#. T&' 3("#$ "$o-%'$ %&' /",o+! 3('":""2 -o!*%*o#*# o/ S"%c&. T&' 3("#$

$'c*$'$ %o %"('% %&' 2o+#!%'(! ""*# 3+% /o( %&"% %&' 3("#$ &"$ %o 3('" %&' -(*c' 3"((*'(.

T&' 3("#$ $*!c"($'$ %&' !%''l2 loo o/ %&' "%c&'! "#$ loo'$ "% " ,*? o/ -l"!%*c "#$ !%''l. I%"! " -'(/'c% c+%:co-2 /(o, %&' !%("%'2 "$o-%'$ 32 S"%c& . B2 $o*# !o0 %&' 3("#$ "! "3l'

%o ('$+c' %&' -(*c' ("#' %o R! 9.

T&' 3("#$ %&'# %oo %&' &'l- o/ "$)'(%*!*# %o c&"#' %&' -'(c'-%*o# o/ "%c&'! "! "

/+#c%*o#"l %ool %o " /"!&*o# "cc'!!o(2. T&' 3("#$ l"+#c&'$ " c",-"*# *%& %&' !lo"# = Ho

,"#2 2o+ &")' =.

T&' c",-"*# 0 %&' -o!*%*o#*# "#$ %&' -(*c' "! " ('"% &*% . T&' 3("#$ !"l'! oo,'$ %o R! @9

c(o('. T&' !+#l"!!'! "l!o co#%(*3+%'$ !*#*/*c"#%l2 %o %&*! !"l'! 3oo!%.

F"!%("c &")' "$o-%'$ %&' /ollo*# co(' 3("#$

)"l+'! F"!&*o#"3l' "#$ %('#$2

A//o($"3l' P(*c*#


29/83

F('!& Co,,+#*c"%*o# %o "%%("c% %&' 2o+# co#!+,'(!. T&' 3("#$ "#%'$ %o 3' %&'

+l%*,"%' /"!&*o# "cc'!!o(2 /o( %&' 2o+%&.

Fo( %&' !+#l"!!'!0 %&' 3("#$ (o-'$ *# %&' 2o+%& *co# Jo A3("&", "! %&' 3("#$ ",3"!!"$o(.

T&' c'l'3(*%2 /*%%'$ 'll *%& %&' 3("#$. T"*# " c+' /(o, %&' /"c% %&"% ,o!% o/ %&' TG /o(

F"!%("c o#'$ " 3*'0 F"!%("c l"+#c&'$ " 3*'(! coll'c%*o# &*c& ""*# *! " cl"!!*c '?",-l' o/

co#!+,'(:c'#%(*c -(o$+c% *##o)"%*o#.

T&' l"%'!% *##o)"%*o# *! %&' #'o# : $*!c ("#' o/ F"!%("c "%c&'! %&"% $o'! #o% &")' H"#$!

%o !&o %&' %*,' 3+% &")' 'l'c%(ol+,*#'!c'#% $*!c %&"% l*%! +- %o !&o %&' %*,'.

A#o%&'( "$)"#%"' /o( %&*! 3("#$ *! %&' /('!'!! %&"% %&' "'#c2 &"$ 3o+&% *# *%!

co,,+#*c"%*o#. Mo!% o/ %&' F"!%("c "$! &"! 3''# ('/('!&*#. T&' 3("#$ &"$ "$o-%'$ " @6

$'('' "--(o"c& *# *%! co,,+#*c"%*o# "#$ *% *! "# '?",-l' o/ " 3("#$ &*c& &"$ +!'$

Soc*"l ,'$*" %o *%! "$)"#%"'.

PRICING

T &' - ( * c ' o / % & ' ,o $ ' l ! o / F " ! % ( " c ( " # ' $ /( o , R ! . 9 9 % o R ! ; 0 @ " #$

" ! $'!*#'$ '?cl+!*)'l2 ''-*# *# ,*#$ %&' G'#'("%*o# o/

%&' !+3co#%*#'#%.T * % " # > ! - ( * , " ( 2 - ( * c * # o 3 ' c % * ) ' * ! % o * l l C o , - ' % * % * o

# . B ' * # " # I # $ * " # ,"#+/"c%+(' "#$ *#/+!*# %&' "$)"#%"'! o/ %&' I#$*"# ,"('% *%&

%&' $2#",*c! o/ %&' '!%'(# ,"('% %&' co,-"#2 &"! c"()'$ *%!'l/ " -l"c' $*//*c+l% %o "c&*')' 32

/o('*# -l"2'(!

PRICE DISCOUNTS AND ALLOWANCES

F " ! % ( " c o #c ' " 2' " ( c o ,' ! o + % *% & " P ( * c ' $ * ! c o + #% ! " l ' o # % &' M R P o / %

&' " % c & ' ! & * c & * ! 3 " ! ' $ o # % & ' ! % o c c " ( ( * ' $ 3 2 % &' c o , - " # 2 " % % &'

2' " ( ' # $ . W"(("#%*'! "#$ S'()*c' Co#%("c%! F"!%("c -(o)*$'! "(("#%2 o( !'()*c' co#%("c% %o

*%! "%c&'! "#$ %&*! *! 3"c'$ +- 32 %&' #",' TATA &*c& *! '!-'c*"ll2 #''$'$ %o co#)*#c' "#$

,"(c& "&'"$ *# %&' lo'( !','#% ,"('%. P(o$+c% L*#' P(*c*# T"%">! &")' -"*$ R!.1 c(o(' /o(

%&' %&('':2'"( co#%("c%.

Fo( % & ' T " % " ! % & ' , ! ' l ) ' ! 0 * % , ' " # % , o ( ' % & " # + ! % ! - o # ! o ( ! & * - X

* % ! * # " l ' $ % & ' 3'*##*# o/ " #' '(" *# %&' T"%" ('*,'. O#' o/ %&' ,"*# ('"!o#! /o( %&'


30/83

!-o#!o( o/ %&*! ')'#% *! Glo3"l ')'#% l*' %&'!' -(o)*$' " ('"% o--o(%+#*%2 %o co(-o("%' %o

!"%*!/2 %&'*( ,"('%*# o3'c%*)'! "#$ c(o!!:-(o,o%' %&'*( 3("#$! 0 T&' $*//'('#c'! *# %&' -(*c'!‖

o/ %&' "%c&'! "(' +!%*/*'$ 32 %&' /'"%+('!0 %&' !%2l'0 "#$ %&' $*//'('#c'! &*c& ,"' +- '"c&

"%c&. T*%"# -(*c'! "ll *%! "%c&'! *# !+c& " "2 %&"% *% ,"?*,*'! %&' %o%"l -(o/*% o# %&'

%o%"l ,*?. T&' T"%" O-'# T &' 3" % % l' ( o + #$ / o ( % & * ! # ' ! % ( " % ' 2 o / ! 2 # ' ( 2

! % " ( % ' $ *% & % &' T " % " O - ' # 8I#$*">! 3*'!% %'##*! %o+(#",'#%< &'l$ ')'(2 2'"(

*# D'c',3'( X J"#+"(2.

LITERATURE REVIEW

I# '$+c"%'$ !oc*'%*'!0 %&' &+,"# 3("*# &"! 3''# %("*#'$ %o "#"l2' %'?% *# " "2 %&"% " ('"$'( *!

"3l' %o *#%'(-('% (*%*# "! &"%')'( &' o( !&' !''! *# %&' ,'"#*# o/ %&' o($! 32 "#"l2*# %&'

co#%'?% *#

&*c& %&' %'?% "! (*%%'#. T&(o+& %'"c&*# -'o-l' %o ('"$ "#$ "#"l2' l*%'("%+('0 %&' '$+c"%'$

!oc*'%2 &"! 3'co,' ,o(' "cc+!%o,'$ %o -*c*# "-"(% %&' o($! %&'2 "(' ('"$*#. T&"% !",'

-(oc'!!0 &o')'(0 $o'! #o% &ol$ %(+' /o( %&' &+,"# -'(c'-%*o# o/ *,"'!. T&(o+& !oc*'%"l

#o(,!0 ' &")' (o# "cc+!%o,'$ %o "cc'-% *,"'! "! %(+%& *%&o+% +!*# %&' !",' "#"l2%*c"l

-(oc'!! %o -*c "-"(% *,"'! *# %&' "2 ' $o %'?%. T&' &+,"# -'(c'-%*o# o/ %(+%& *# *,"'!‖

-l"2! " ,"o( (ol' *# %&' ,o$'(# $"2 %('#$ o/ ,"#*-+l"%*# -&o%o("-&!. I# %&*! *#c('"!*#l2

$**%"l "'0 -&o%o("-&! c"# 3' ,"#*-+l"%'$ %o -o(%("2 "# *ll+!*o# o/ &"%')'( %&' ,"#*-+l"%o( "#%! %&' -*c%+(' %o 3'. T&*! c"# 3' '!-'c*"ll2 -(')"l'#% *# -(*#% "$)'(%*!*#0 &'(' %&' ,"*# o"l

*! %o *#/l+'#c' %&' #''$! o( $'!*('!

o/ " co#!+,'( *%& -'(!+"!*)' *,"'!. 8B"((20 A## M"(*' S'"($ V*!+"l *#%'ll*'#c'0 1.<

Wo(l$ o/ %*,' ''-*# *# '#'("l "#$ ,'c&"#*c"l "%c&'! *# -"(%*c+l"( *! " /"!c*#"%*# "#$

co,-l'? /*'l$. H*&l2 co,-l'? ,*c(o:,'c&"#*c"l !2!%',!0 %&' &*!%o(2 o/ $')'lo-,'#% o/

,o)','#%! "#$ $'!*# %('#$! "#$ -ol*%*c"l "#$ -'(!o#"l *#%(*+'! o/ *#$+!%(2 -(o)*$' /o(

*#%'('!%*# ('"$*# "#$ '#$l'!! o--o(%+#*%2 /o( ('!'"(c&. 8D")*$ S L"#$'!4 R')ol+%*o# *# %*,'0

;


31/83

I#$+!%(*'!0 &*c& !%"(%'$ "! " "%c& 3("#$ *# 170 *! %"*# " /('!& ",3l'::%o %+(# *#%o " /+ll:

!c"l' l*/'!%2l' co,-"#2. T&' /*(,! 2o+%& 3("#$ F"!%("c *ll $(*)' %&*! %("#!/o(,"%*o#0 "# '//o(%

-"(%l2 %o '#!+(' %&"% %&' -"('#% 3("#$ T*%"# *! !&*'l$'$ /(o, "#2 (*!. F"!%("c *! "l('"$2 *#%o

"%c&'! "#$ '2''"(0 "#$ #o *% *! loo*# "% c"%'o(*'! l*' 3*c2cl'!0 &'l,'%!0 !&o'! "#$

"--"('l. 8Eco#o,*c T*,'!0 1 ,"(c& ;1;<

E)'(2 2'"( &+#$('$! o/ (*!% "%c&'! "(' *#%(o$+c'$. So,' /'"%+('! *##o)"%*)' $'!*#! o(

,'c&"#*c"l *,-(o)','#%! "#$ o%&'(! ")"*l"3l' o#l2 *# l*,*%'$ '$*%*o#!0 ''-*# %&' /*'l$

*#%'('!%*# /o( coll'c%o(!. 8P'%'( B(o#4 W(*!% "%c& "##+"l0 ;<

E?%("o($*#"(*l2 *##o)"%*)' %'colo2 co+-l'$ *%& " /('!& !'#!' o/ !%2l' *# %&' T*%"# F"!%("c

"%c&'! 3'c",' "# *#!%"#% ("' '!-'c*"ll2 *%& 2o+%&!. I# %&' T*%"# -o(%/ol*o *% *! 3'l*')'$ %o

co#%(*3+%' " )"l+'. S*#*/*c"#% (*!' *# T*%"# F"!%("c "%c&'! !"l'! &"! !+3!'5+'#%l2

co,-'ll'$ T*%"# %o '!%"3l*!& *% "! " !'-"("%' 3("#$. Mo(' %&"# " #''$0 (*!%"%c& &"! #o

3'co,' " /"!&*o# !%"%','#% ",o# %&' 2o+%&. T&'2 $o#>% co#!*$'( %&' F"!%("c 3("#$ "! c&'"-

3+% "//o($"3l'. T*%"# &"! ,"$' " ,"( *# %'l')*!*o# -(o,o%*o#!0 %oo0 &'(' *%! "$)'(% *!','#%!

&")' 3''# #o% *c'$ /o( %&' ,+!*c %("c! +!'$ *# %&',. I# 110 T*%"# c('"%'$ "

! ' % o / % & ( ' ' - ( o , o % * o # " l / * l , ! % o $ ' ) ' l o - % & ' */% *#> ,"('% .

W"%c&'! &"$ "l"2! 3''# " ('"% */% /")o+(*%'0 3+% T*%"# "! co#)*#c'$ %&"% ,+c& o/ % & ' ! '

, ' #% > ! - o % ' #% * " l l " 2 + #% " - - ' $ . 8T*,'! ,""*#'0 M"(c& ;1<

Custo!"# $"#%"$t&on

P'(c'-%*o#! "(' "l"2! co#!*$'('$ ('l"%*)' '?-'c%"%*o#!. B'c"+!' '?-'c%"%*o#! "('

$2#",*c0 ')"l+"%*o# ,"2 "l!o !&*/% o)'( %&' %*,' X /(o, -'(!o# %o -'(!o# /(o, c+l%+(' %o

c+l%+('!.

C+!%o,'(! -'(c'*)' %&' !'()*c'! *# %'(,! o/ %&' 5+"l*%2 o/ %&' !'()*c' "#$ &o !"%*!/*'$

%&'2 "(' "llo)'( *%& %&'*( '?-'(*'#c'!. T&'!' c+!%o,'(! X o(*'#%'$ %'(,! X 5+"l*%2 "#$

!"%*!/"c%*o# X &")' 3''# %&' /oc+! o/ "%%'#%*o# /o( '?'c+%*)'! "#$ ('!'"(c&'(! "l*' o)'( %&' l"!%

$'c"$' o( ,o('. Co,-"#*'! %o$"2 o("#*' !o %&"% %&'2 c"# co,-'%' ,o(' '//'c%*)'l2 32

$*!%*#+*!&*# %&',!'l)'! *%& ('!-'c% %o !'()*c' 5+"l*%2 "#$ *,-(o)'$ c+!%o,'( !"%*!/"c%*o#


32/83

Custo!"# S't&s('%t&on Vs S"#)&%" *u'+&ty

Reliability

ResponsivenessInteraction

Assurance

qualityEmpathy

Tangibles

Situationa

Servicequality

Reliability

Physical

Responsiveness

environment

Assurance

quality

EmpathyTangibles

Customersatisfaction

ReliabilityProductqualityResponsivenes

s

Assurance Outcomequality

Empathy

Tangibles

Price Personal

factors

F*. ;. C+!%o,'( -'(c'-%*o# o/ Q+"l*%2 "#$ C+!%o,'(

S"%*!/"c%*o#

Custo!"# s't&s('%t&on

S"%*!/"c%*o# *! %&' c+!%o,'(>! /+l/*ll,'#% ('!-o#!'. I% *! " +$,'#% %&"% " -(o$+c% o( "


33/83

!'()*c' /'"%+('0 o( %&' -(o$+c% o( !'()*c' *%!'l/0 -(o)*$'! " -l'"!+("3l' l')'l o/ co#!+,-%*o# X

('l"%'$0 /+l/*ll,'#%. I# ,*#*,"l %'c*c"l %'(,!0 %&*! $'/*#*%*o# c"# 3' %("#!l"%'$ %o ,'"# %&"%

!"%*!/"c%*o# *! %&' c+!%o,'(! ')"l+"%*o# o/ " -(o$+c% o( !'()*c' *# I% *! "l!o *,-o(%"#% %o ('co#*'

%&"%0 %o ,'"!+(' %&' c+!%o,'( !"%*!/"c%*o# "% " -"(%*c+l"( -o*#% o/ %*,' "! */ *% '(' !%"%*c0

!"%*!/"c%*o# *! " $2#",*c0 ,o)*# %"('% %&"% ,"2 ')ol)' o)'( %&' %*,'0 *#/l+'#c'$ 32 " )"(*'%2 o/

/"c%o(!. P"(%*c+l"(l2 &'# -(o$+c% +!"' o( %&' !'()*c' '?-'(*'#c' %"'! -l"c' o)'( %&' %*,'0


34/83

!"%*!/"c%*o# ,"2 3' &*&l2 )"(*"3l' $'-'#$*# o# &*c& -o*#% %&' +!"' o( '?-'(*'#c' c2cl' *!

/oc+!'$ o#.

D"t"#!&n'nts o( %usto!"# s't&s('%t&on

C+!%o,'( !"%*!/"c%*o# *! *#/l+'#c'$ 32 !-'c*/*c -(o$+c% o( !'()*c' /'"%+('! "#$ 32 -'(c'-%*o# o/ 5+"l*%2 "! !+'!%'$ *# F* ;.6. S"%*!/"c%*o# *! "l!o *#/l+'#c'$ 32 c+!%o,'(!

Produ! "#d $%r&'% (%"!ur%$) C+!%o,'( !"%*!/"c%*o# *%& " -(o$+c% o( !'()*c' *!

*#/l+'#c'$ !*#*/*c"#%l2 32 %&' c+!%o,'(>! ')"l+"%*o# o/ -(o$+c% o( !'()*c' /'"%+('!. C+!%o,'(!

o/ !'()*c'! *ll ,"' %("$' X o//! ",o# $*//'('#% !'()*c' /'"%+('! $'-'#$*# o# %&' %2-' o/

!'()*c' 3'*# ')"l+"%'$ "#$ %&' c(*%*c"l*%2 o/ %&' !'()*c'.

Cu$!o*%r %*o!'o#$) C+!%o,'(>! ',o%*o#! c"# "l!o "//'c% %&'*( -'(c'-%*o#! o/

!"%*!/"c%*o# *%& -(o$+c%! "#$ !'()*c'!. T&'!' ',o%*o#! c"# 3' !%"3l'0 -(':'?*!%*# ',o%*o#!.

A!!r'+u!'o#$ (or $%r&'% $u%$$ or ("',ur%) A%%(*3+%*o#! X %&' -'(c'*)'$ c"+!'! o/

')'#%! X *#/l+'#c' -'(c'-%*o#! o/ !"%*!/"c%*o# "! 'll. W&'# %&'2 &")' 3''# !+(-(*!'$ 32 "#

o+%co,' 8%&' !'()*c' *! '*%&'( ,+c& 3'%%'( o( ,+c& o(!' %&"# '?-'c%'$< co#!+,'(! %'#$ %o loo

/o( %&' ('"!o#!0 "#$ %&'*( "!!'!!,'#%! o/ %&' ('"!o#! c"# *#/l+'#c' %&'*( !"%*!/"c%*o#.

P%r%-!'o#$ o( %u'!/ or ("'r#%$$) C+!%o,'( !"%*!/"c%*o# *! "l!o *#/l+'#c'$ 32

-'(c'-%*o#! o/ '5+*%2 "#$ /"*(#'!!. C+!%o,'(! "! %&',!'l)'! &")' I 3''# %('"%'$ /"*(l2

co,-"('$ *%& o%&'( c+!%o,'(!Z D*$ o%&'( c+!%o,'(! '% 3'%%'( %('"%,'#%0 3'%%'( -(*c'!0 o( 3'%%'(

5+"l*%2 !'()*c'Z D*$ I -"2 " /"*( -(*c' /o( %&' !'()*c'Z W"! I %('"%'$ 'll *# '?c&"#' /o( &"% I

-"*$ "#$ %&' '//o(% I '?-'#$'$Z

O!0%r u$!o*%r$ ("*',/ *%*+%r$ "#d o2or3%r$) I# "$$*%*o# %o -(o$+c% "#$ !'()*c'

/'"%+('! "#$ o#'>! o# *#$*)*$+"l /''l*#! "#$ 3'l*'/!0 co#!+,'( !"%*!/"c%*o# *! o/%'# *#/l+'#c'$

32 o%&'( -'o-l' l*' o%&'( c+!%o,'(!0 /",*l2 ,',3'(! "#$ co:o('(!.

4.5 OUTCOMES OF CUSTOMER SATISFACTION

I#$*)*$+"l /*(,! &")' $*!co)'('$ %&"% *#c('"!*# %&' l')'l! o/ c+!%o,'( !"%*!/"c%*o# c"# 3'

l*#'$ %o c+!%o,'( lo2"l%2 "#$ -(o/*%!. T&'(' *! "# *,-o(%"#% ('l"%*o#!&*- 3'%''# c+!%o,'(

!"%*!/"c%*o# "#$ c+!%o,'( lo2"l%2. T&*! ('l"%*o#!&*- *! -"(%*c+l"(l2 !%(o# &'# c+!%o,'(! "('

)'(2 !"%*!/*'$. T&+! /*(,! %&"% !*,-l2 "*, %o !"%*!/2 c+!%o,'(! ,"2 #o% 3' $o*# '#o+& %o

'#$"#'( lo2"l%2 X %&'2 ,+!% *#!%'"$ "*, %o ,o(' %&"# !"%*!/2 o( ')'# %o $'l*&% %&'*( c+!%o,'(!.

A% %&' o--o!*%' '#$ o/ %&' !"%*!/"c%*o# !-'c%(+,0 ('!'"(c&'(! &")' "l!o /o+#$ %&"% %&'(' *! "


35/83

!%(o# l*# 3'%''# $*!!"%*!/"c%*o# "#$ $*!lo2"l%2 X o( $'/'c%*o#. Lo2"l%2 c"# /"ll o//

-('c*-*%o+!l2 &'# c+!%o,'(! ('"c& " -"(%*c+l"( l')'l o/ $*!!"%*!/"c%*o# o( &'# %&'2 "('

$*!!"%*!/*'$ *%& !'()*c' -(o$+c%.

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(ery)is*satisfied +either Satisfied (ery

,ost

dissatisfied satisfiedsatisfied nor satisfied

dissatisfied

F* R'l"%*o#!&*- 3'%''# c+!%o,'( !"%*!/"c%*o# "#$ lo2"l%2 *# co,-'%*%*)' *#$+!%(2

B#'nd +oy'+ty

T&' $'('' %o &*c& co#!+,'(! "(' co,,*%%'$ %o -"(%*c+l"( 3("#$! o/ oo$! o( !'()*c'!

$'-'#$ o# #o. o/ /"c%o(! %&' co!% o/ c&"#*# 3("#$!8!*%c&*# co!%


36/83

*%& !'()*c'!0 "! *! &2-o%&'!*'$ &'('0 %&'2 -(o3"3l2 $'-'#$ o# 3("#$ lo2"l%2 %o " ('"%'( '?%'#%

%&"# &'# %&'2 -+(c&"!' -(o$+c%!. B("#$ lo2"l%20 $'!c(*3'$ "! " ,'"#! o/ 'co#o,**# $'c*!*o#

'//o(% 32 !+3!%*%+%*# &"3*% /o( ('-'"%'$0 $'l*3'("%' $'c*!*o#0 /+#c%*o#! "! " $')*c' /o( ('$+c*#

%&' (*!! /o( co#!+,'( $'c*!*o#!.

F*#"l ('"!o# /o( co#!+,'(! 3'*# ,o(' 3("#$ lo2"l *%& !'()*c'!0 *! %&' ('co#*%*o# o/

%&' #''$ /o( ('-'"%'$ -"%(o#"' *# o($'( %o o3%"*# o-%*,+, !"%*!/"c%*o# /(o, %&' !'ll'(.

B'co,*# " ('+l"( c+!%o,'( "llo! %&' !'ll'( %o "*# #ol'$' o/ %&' c+!%o,'(>! %"!%'! "#$

-('/'('#c'!0 '#!+('! 3'%%'( %('"%,'#%0 "#$ '#co+("'! ,o(' *#%'('!% *# %&' co#!+,'(>!

!"%*!/"c%*o#. T&+! " co#!+,'( ,"2 '?&*3*% 3("#$ lo2"l%2 %o c+l%*)"%' " !"%*!/2*# ('l"%*o#!&*- *%&

%&' !'ll'(. T&*! *! ,o(' -(':$o,*#"#% *# %&' c"!' o/ co(-o("%' co#!+,'(!0 &o ('+l"(l2 ,"'

-+(c&"!'!0 2'"( "/%'( 2'"(.

B("#$ lo2"l%2 &"! %o !*$'!. T&' /"c% %&"% " !'()*c' -(o)*$'(>! o# c+!%o,'(! "(' 3("#$

lo2"l *! #o% " -(o3l',. T&' /"c% %&"% %&' c+!%o,'(! o/ %&' -(o)*$'(>! co,-'%*%o(! "(' $*//*c+l% %o

c"-%+('0 &o')'(0 c('"%'! !-'c*"l c&"ll'#'!. T&' ,"('%'( ,"2 #''$ %o $*('c% co,,+#*c"%*o#!

"#$ !%("%'2 %o %&' c+!%o,'(! o/ co,-'%*%o(!0 ',-&"!**# "%%(*3+%'! "#$ !%('#%&! %&"% &' o( !&'

-o!!'!!'! "#$ %&' co,-'%*%o( l"c!. M"('%'(! c"# "l!o /"c*l*%"%' !*%c&*# /(o, co,-'%*%o(!>

!'()*c'! 32 ('$+c*# !*%c&*# co!%!.

ANALYSIS AND INTERPRETATION

Fo( ')"l+"%*# %&' 5+"l*%2 o/ c+!%o,'( !"%*!/"c%*o# o/ F"!%("c "%c&'!0 " #+,3'( o/ c(*%*c"l

)"(*"3l'! "(' !'l'c%'$ /o( co#$+c%*# "# *# $'-%& "#"l2!*!. T&' ('!+l%! o/ %&' "#"l2!*! "('

-('!'#%'$ *# %&' /ollo*# !'c%*o#!.


TABLE ,,

S.NO OCCUPATION PERCENTAGE

1 P(o/'!!*o#"l 1

; B+!*#'!! @


37/83

@ E,-lo2'' @

S%+$'#% ;;

To%"l 1

INTREPRETATION

F(o, %&' "3o)' %"3l'0 *% !&o! %&"%0 @ o/ %&' ('!-o#$'#%! '(' ',-lo2''0 @ o/ %&'

('!-o#$'#%! '(' B+!*#'!! P'o-l'0 ;; o/ %&' ('!-o#$'#%! '(' !%+$'#%! "#$ 1 o/ %&'

('!-o#$'#%! '(' -(o/'!!*o#"l.

I% *#/'(('$ %&"% M"o(*%2 8@< o/ %&' ('!-o#$'#%! '(' ',-lo2''!.


CHART

,-,

34

&'30

&!

R E S P O N D E N

T

22%'

%!

O F T H E

14

'

P E R C E N T A G E

!

'

!

Professional Business Employee Student


38/83

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

TABLE ,.

S.NO EDUCATION PERCENTAGE

1 Sc&ool L')'l @

; U#$'( G("$+"%' L')'l 9

@ Po!% G("$+"%' L')'l 1

O%&'(! ;

To%"l 1

INTREPRETATION

F(o, %&' "3o)' %"3l'0 *% !&o! %&"%0 9 o/ %&' ('!-o#$'#%! '(' +#$'( ("$+"%'!0 @

o/ %&' ('!-o#$'#%! !%+$*'$ +- %o !c&ool l')'l0 1 o/ %&' ('!-o#$'#%! '(' -o!% ("$+"%'! "#$

; '(' *#cl+$'$ *# o%&'(!.

I% *#/'(('$ %&"% ,"o(*%2 89< o/ %&' ('!-o#$'#%! '(' +#$'( ("$+"%'!.


39/83

EDUCATIONAL *UALIFICATION OF THERESPONDENTS

CHART ,.50

'!

$'

T H E R E S P O N D E N T

$! 34

&'

&!

%'

O F

P E R C E N T A G E %! 14

'

!

2

'

!

School Level Under raduate Level Post raduate Level !thers

AGE OF THE RESPONDENTS

TABLE ,/

S.NO AGE PERCENTAGE

1 B'lo ;9 @7

; ;6 X @9 ;

@ @9 X 9 1

A3o)' 9 6

To%"l 1

INTREPRETATION


40/83

F(o, %&' "3o)' %"3l'0 *% !&o! %&"%0 ; o/ %&' ('!-o#$'#%! 3'lo# %o %&' "' (o+- ;6 :

@90 @7 o/ %&', '(' 3'lo ;90 1 3'lo# %o %&' "' (o+- @9:90 o#l2 6 o/ %&' ('!-o#$'#%!

'(' "3o)' 9.

I% *! *#/'(('$ %&"%0 8;< M"o(*%2 o/ %&' ('!-o#$'#%! 3'lo# %o %&' "' (o+- ;6:@9.

AGE OF THE RESPONDENTS

CHART

,-0

42

$'

3"

$!

R E S P O N D E N T &'

&!

%'

O F T H E

%!14

P E R C E N T A G E

'

!#

'

!

Belo$ 25 2# % 35 35 % 45 &'ove 45

GENDER OF THE RESPONDENTS

TABLE ,1S.NO GENDER NO OF RESPONDENTS PERCENTAGE

1 M"l' @ 6

; F',"l' ;

To%"l 9 1

INTREPRETATION

T&' "#"l2!*! !&o! %&"%0 6 o/ %&' ('!-o#$'#%! '(' M"l' "#$ o/ %&' ('!-o#$'#%!

'(' F',"l'.


41/83

GENDER OF THE RESPONDENTS

CHART 1.6

PE()E*+&E !, +-E (ESP!*.E*+

/ale

,emale

40

#0

AWARENESS ABOUT THE PRODUCT THROUGHADS

T'2+" ,3

R%$-o#$% P%r%#!"7%

S%(o#l2 "('' 9

So,' &"% "('' @1

D*!"('' 7

S%(o#l2 $*!"(''

N'+%("l

To%"l 1


42/83

P e r c e n t a g e

S%(o#l2 "(''

So,' &"% "(''

6 D*!"(''

S%(o#l2 $*!"(''

9 N'+%("l

@

;

1

C0"r! No 8.4

Int"#$#"t't&on

9 o/ %&' ('!-o#$'#%! !%(o#l2 "('' %&"% %&'2 "(' ""(' "3o+% %&'

("#' o/ -(o$+c%! -(o)*$'$ 32 F"!%("c "%c&'! %&(o+& "$)'(%*!','#%!>.

@1 o/ %&' ('!-o#$'#%! !o,'&"% "(''. W&*l' 7 o/ %&', $*!"('' %&*!

"#$ o/ %&' ('!-o#$'#%! !%(o#l2 $*!"('' %&*!.

M"o(*%2 o/ ('!-o#$'#%! "(' ""(' "3o+% %&' )"(*o+! ("#' o/ -(o$+c%!

-(o)*$'$ 32 F"!%("c "%c&'! %&(o+& "$)'(%*!','#%!>.

COMPARISON OF FASTRACK WATCHES WITH

OTHER TITAN BRANDS

TABLE ,4

S.NO OPINION PERCENTAGE

1 S%(o#l2 A('' ;


43/83

; A('' 96

@ D*!"('' ;

S%(o#l2 D*!"('' ;;

To%"l 1

INTREPRETATION

F(o, %&' "3o)' %"3l'0 *% !&o! %&"%0 96 o/ %&' ('!-o#$'#%!

"(''$0 ;; o/ %&' ('!-o#$'#%! !%(o#l2 $*!"(''$0 ; o/ %&', !%(o#l2"(''$ "#$ o#l2 ; o/ %&' ('!-o#$'#%! $*!"(''$ %&"% F"!%("c "%c&'!

"#$ o%&'( T*%"# 3("#$! o#l2 $*//'( *# -(*c' ("#'.

I% *#/'(('$ %&"% 96 o/ %&' ('!-o#$'#%! "(''$ F"!%("c "%c&'! "#$ o%&'(

T*%"# 3("#$! o#l2 $*//'( *# -(*c' ("#'

COMPARISON OF FASTRACK WATCHES WITHOTHER TITAN BRANDS

CHART

,-5

5#

#!

'!

T H E R E S P O N D E N T

$!

&! 22 O F 20

P E R C E

N T A G E

%!

!2

!

Stronly &ree &ree .isa r ee Stro n ly . is ar ee


44/83

COMPARISON OF FASTRACK WATCHES WITH ITSCOMPETITORS

TABLE ,6

S.NO OCCUPATION PERCENTAGE

1 E?c'll'#% @

; Goo$ 6

@ S"%*!/"c%o(2 ;

Poo(

To%"l 1

INTREPRETATION

F(o, %&' "3o)' %"3l' !&o! %&"%0 6 /'l% %&"% F"!%("c "%c&'! "(' oo$

%&"# *%! co,-'%*%o(!0 @ o/ %&', /'l% '?c'll'#%0 ; o/ %&', '('

!"%*!/*'$ "#$ o#l2 o/ %&' ('!-o#$'#%! /'l% -oo(.

I% *#/'(('$ %&"% ,"o(*%2 86< o/ %&' ('!-o#$'#%! /'l% %&"% F"!%("c

"%c&'! "(' oo$ %&"# *%! co,-'%*%o(!

COMPARISON OF FASTRACK WATCHES WITH ITSCOMPETITORS

CHART ,6

P E R C E N T A G E O F T H E R E S P O N D E N T


45/83


46/83

4#'!

$'

$!

&'30

&!

%'20

%!

'

! 4

'

!

Ecellent ood Satisfactory Poor

PERIOD OF USAGE OF FASTRACK WATCHES BYTHE RESPONDENTS

TABLE ,,7

S.NO PERIOD OF USAGE PERCENTAGE1 Mo(' %&"# 1 2'"( 66

; 1 Y'"( ;

@ 6 Mo#%&!

R'c'#%l2 1

To%"l 1

INTREPRETATION

T&' "3o)' %"3l' !&o! %&"%0 66 o/ %&' ('!-o#$'#%! +!'$ F"!%("c

"%c&'! /o( ,o(' %&"# 1 2'"(. ; o/ %&', +!'$ /o( 1 2'"(0 1 o/ %&'

('!-o#$'#%! +!'$ o#l2 ('c'#%l2 o#l2 o/ %&' ('!-o#$'#%! +!'$ o#l2

3'/o(' 6 ,o#%&!.

I% *#/'(('$ %&"% 866< ,"o(*%2 o/ %&' ('!-o#$'#%! +!'$ %&' F"!%("c

"%c&'! /o( ,o(' %&"# 1 2'"(.

PERIOD OF USAGE OF FASTRACK WATCHES BYTHE RESPONDENTS

CHART ,,,


47/83

P E R C E N T A G E O F T H E R E S P O N D E N T


48/83

##

-!

#!

'!

$!

&!

20

%!

10

4

!

!

/ore than 1 year 1 ear # /onths (ecently


49/83

AFFORDABILITY OF FASTRACK WATCHES

TABLE ,,.

S.NO AFFORDABLE PERCENTAGE

1 S%(o#l2 A('' @;

; A('' 96

@ D*!"('' 6

S%(o#l2 D*!"('' 6

To%"l 1

INTREPRETATION

F(o, %&' "3o)' %"3l' !&o! %&"%0 96 o/ %&' ('!-o#$'#%! "(''$ %&"% F"!%("c "%c&'! "('

"//o($"3l'. @; o/ %&', !%(o#l2 "(''$ *%. O#l2 6 o/ %&', $*!"(''$ "#$ !%(o#l2 $*!"(''$ *%.

I% *#/'(('$ %&"% ,"o(*%2 896< o/ %&' ('!-o#$'#%! "(''$ %&"% F"!%("c "%c&'! "(' "//o($"3l'.


50/83

AFFORDABILITY OF FASTRACK WATCHES

CHART ,,/

5##!

'!

T H E R E S P O N D E T

$! 32

&!

O F

P E R C E N T A G E

%!

# #!

!

Stronly &ree &ree .isaree Stronl y .isaree

CUSTOMER SER"ICE O$ $ASTRACK WATCHES

T'2+" ,,0

R%$-o#$% P%r%#!"7%

S%(o#l2 "('' ;7

So,' &"% "('' @7

D*!"('' 16

S%(o#l2 $*!"('' 1;

N'+%("l 6

To%"l 1

P e r c e n t a g e


51/83

S%(o#l2 "(''

So,' &"% "(''

D*!"(''

@9 S%(o#l2 $*!"(''

@ N'+%("l

;9;

19

1

9

C8'#t No ,,0

Int"#$#"t't&on

A! /(o, %&' "3o)' %"3l' *% c"# 3' !''# %&"% ;7 o/ %&' ('!-o#$'#%!

&")' !%(o# "('','#% %&"% %&' c+!%o,'( !'()*c' -'(!o##'l &")'

!+//*c*'#% #ol'$' "3o+% %&'*( -(o$+c%!. @7 o/ %&', !o,'&"%

"('' %o %&*!. 16 o/ %&' ('!-o#$'#%! $*!"(''! %o %&*! "#$ 1; o/

%&' !%(o#l2 $*!"(''! %&*!. R',"*#*# 6 o/ %&' ('!-o#$'#%!

#'+%("l %o %&*!.

Mo!% o/ %&' c+!%o,'(! /'l% %&"% c+!%o,'(! !'()*c' -'(!o##'l &"!

oo$ #ol'$' "3o+% %&' -(o$+c%.

GENERAL BEHAVIOR OF CUSTOMER SERVICEPERSONNEL

T'2+" ,,1

R%$-o#$% P%r%#!"7%

S%(o#l2 "('' ;

So,' &"% "('' 1;

D*!"('' @;

S%(o#l2 $*!"('' 9


52/83

N'+%("l

To%"l 1

P e r c e n t a g e

S%(o#l2 "(''

So,' &"% "(''

B9 D*!"(''

BF S%(o#l2 $*!"(''

@9 N'+%("l

@

;9

;

19

1

9

C8'#t No ,,1

Int"#$#"t't&on

I% c"# 3' !''# /(o, %&' "3o)' %"3l' %&"% ; !%(o#l2 "(''! %&"%

%&' '#'("l 3'&")*o+( o/ c+!%o,'( !'()*c' -'(!o##'l o/ F"!%("c

"%c&'! "! oo$. ;1 o/ %&' ('!-o#$'#%! !o,'&"% "(''! %&"% *%

"! oo$. W&*l' @; o/ %&', $*!"(''! "#$ "cco($*# %o %&', *%

"! #o% oo$0 o#l2 9 o/ %&' ('!-o#$'#%! !%(o#l2 $*!"(''! %&*!.

O#l2 ; o/ c+!%o,'(! "(' !"%*!/*'$ *%& G'#'("l B'&")*o( o/

c+!%o,'( !'()*c' -'(!o##'l o/ F"!%("c "%c&'!0 ,"o(*%2 o/

c+!%o,'(! "(' #o% !"%*!/*'$ 3'c"+!' %&' -(o$+c% ("#' o/ F"!%("c *!

)"!% "#$ *% *! $*//*c+l% /o( %&' !'()*c' -'(!o##'l %o *)' -(o-'(

!'()*c' "*$! %o F"!%("c "%c&'!.

PRODUCT OF COMPETITOR

T'2+" ,,3

R%$-o#$% P%r%#!"7%


53/83

Y'! @6

No 6

To%"l 1

P'( c'#%

"'

Y'!

@6

No

6

C8'#t No ,,3

Int"#$#"t't&on

F(o, %&' "3o)' %"3l' *% c"# 3' !''# %&"% @6 o/ %&' ('!-o#$'#%!

&")' "%c&'! o/ co,-'%*%o(0

6 o/ %&', $o #o% &")' "#2 o%&'( "%c&'!.


54/83

T'2+" No ,,3.

R%"$o# P%r%#!"7%

B'%%'( 5+"l*%2 ;7

Mo$'(# %'colo2 1;

A//o($"3*l*%2 7

O%&'(! 1;

To%"l 1


55/83

P'(c'#%"'

O%&'(!

1;

B'%%'( 5+"l*%2;7

A//o($"3*l*%2

7 Mo$'(# %'colo

21;

C8'#t No ,,3.

Int"#$#"t't&on

I% *! cl'"( /(o, %&' "3o)' %"3l' %&"% ;7 o/ %&' ('!-o#$'#%! &")' "%c&'! o/ co,-'%*%o( $+' %o

3'%%'( 5+"l*%2. B'c"+!' o/ ,o$'(# %'colo2 1; o/ ('!-o#$'#%! &")' "%c&'! o/ co,-'%*%o(.

W&*l' 7 o/ %&' ('!-o#$'#%! c&oo!' %&' !",' $+' %o %&' ('"!o# %&"% *% *! "//o($"3l'. 1; o/

%&', !'l'c% %&' !",' $+' %o o%&'( ('"!o#!.

M"o(*%2 o/ c+!%o,'(! +!' F"!%("c "%c&'! o#l20 %&*! !&o! %&"% lo2"l%2 o/ c+!%o,'(! '#o2'$

32 co,-"#2. T&*! !%(o# c+!%o,'( lo2"l%2 *! l"2*# "# '//'c%*)' /o+#$"%*o# /o( F"!%("c "%c&'!.

RESPONSE OF STAFF TOWARDS CUSTOMER9S EN*UIRY

T'2+" ,,4

R%$-o#$% P%r%#!"7%

S%(o#l2 "('' 1

So,' &"% "('' @7

D*!"('' ;

S%(o#l2 $*!"('' ;7


56/83

N'+%("l

To%"l 1

P e r c e n t a g e

S%(o#l2 "(''

So,' &"% "(''

BFD*!"(''

S%(o#l2 $*!"(''

@9 N'+%("l

@

;9

;

19

1

9

C8'#t No ,,4

Int"#$#"t't&on

I% c"# 3' !''# /(o, %&' "3o)' %"3l' %&"% 1 o/ %&' ('!-o#$'#%! !%(o#l2 "(''! %&"% &'#')'(

%&'2 "--(o"c&'$ %&' !%"// *%& " 5+'!%*o# %&'2 ('!-o#$'$ -(o-'(l2. @7 o/ %&' ('!-o#$'#%!

!o,'&"% "('' *%& %&*!0 &*l' ; o/ %&' ('!-o#$'#%! $*!"('' %&*!0 (',"*#*# ;7 o/ %&',

!%(o#l2 $*!"('' %&*!.

Mo!% o/ c+!%o,'(! "(' #o% !"%*!/*'$ *%& F"!%("c>! c+!%o,'(! '#5+*(20 !o F"!%("c !&o+l$ *)'

-(o-'( #ol'$' ""('#'!! %o %&'*( !%"// ('"($*# %&'*( -(o$+c%! !'()*c'! !o %&'2 c"# *)'

!+//*c*'#% cl"(*/*c"%*o# /o( "ll 5+'(*'! %&"% "(*!' /(o, c+!%o,'(!.


57/83

SUGGESTIONS FOR IMPROVING *UALITY OF SERVICES

T'2+" ,,6

Su77%$!'o# No. o( r%$-o#d%#!$ P%r%#!"7%

M*#*,*"%*o# o/ !'()*c' %*,'

B'%%'( c+!%o,'( c"(' 6 6

B'%%'( co,,+#*c"%*o# o/ ;1 ;1

-(o$+c% $'%"*l

Mo$'(# %'colo2 1 1

To%"l 1 1

P e r c e n t a g e

6

9

@

;

1

M*#*,*"%*o# o/

!'()*c' %*,'

B'%%'( c+!%o,'( c"('

B'%%'( co,,+#*c"%*o# o/ -(o$+c% $'%"*l

Mo$'(# %'colo2

C8'#t No ,,5

Int"#$#"t't&on

I% c"# 3' !''# /(o, %&' "3o)' %"3l' %&"% "cco($*# %o 6 o/ %&' ('!-o#$'#%! 3'%%'(

c+!%o,'( c"(' *! %&' !+'!%*o# /o( *,-(o)*# 5+"l*%2 o/ !'()*c'!. Acco($*# %o ;1 o/

%&' ('!-o#$'#%!


58/83

3'%%'( co,,+#*c"%*o# o/ -(o$+c% $'%"*l *! %&' !+'!%*o#. Acco($*# %o 1 o/ %&', ,o$'(#

%'colo2 *! %&' !+'!%*o#. No#' o/ %&' ('!-o#$'#%! -+% /o("($ %&' !+'!%*o# o/

,*#*,*"%*o# o/ !'()*c' %*,'.

Mo!% o/ ('!-o#$'#%! "(' $',"#$'$ %&"% F"!%("c !&o+l$ 3'%%'( *%! c+!%o,'( c"(' *%& ,o('

-l'"!*# #"%+('0 *ll*# %o &'l- %&', '%c *# o($'( %o "%%"*# %&' c+!%o,'( !"%*!/"c%*o#.

PRODUCT RANGE OF FASTRAC9 WATCHES

P e r c e n t a g e

@9

@

;9

;

19

1

9

T'2+" ,,6

R%$-o#$% P%r%#!"7%

S%(o#l2 "('' @

So,' &"% "('' ;9

D*!"('' 16

S%(o#l2 $*!"('' 11

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