A STUDY ON CUSTOMER SATISFACTION TOWARDS AAVIN

MILK
Project Report Submitted to the University of Madras in
partial fulfillment of the requirements for the award of
Degree of
Master of Commerce
E.DANIEL

REGISTER NUMBER: 531400542

Under the Guidance and Supervision of

Dr. S. SAMPATH RAJ. M.Com., M.phil., Ph.D.

Associate Professor

POST GRADUATE AND RESEARCH

DEPARTMENT OF COMMERCE
PACHAIYAPPAS COLLEGE
CHENNAI 600030
APRIL 2016

Dr. S.SAMPATH RAJ, M.Com., M.Phil., Ph.D.,

Associate Professor in commerce

CERTIFICATE
This is to certify that the project report entitled A STUDY ON
CUSTOMER SATISFACTION TOWARDS AAVIN MILK is a Bonafide
record project work done by E.DANIEL (Reg, No.531400542) in partial
fulfillment of the requirements of the award of the Degree of Master of
Commerce.
The report work is an independent and original work of the candidate under
my guidance and has not formed part of any other work for the award of Degree,
Diploma, associate ship and fellowship of any university.

Prof. S.Umapathy, M.Com, M.phil

(HOD of Commerce)

EXTERNAL EXAMINER

Dr. S. SAMPATHRAJ M.Com., M.Phil., Ph.D.

(Guide and supervisor)

PACHAIYAPPAS COLLEGE
CHENNAI 30

E.DANIEL
II M.Com
Reg.No:531400542

DECLARATION

I do hereby declare that the project work entitled A STUDY ON

CUSTOMER SATISFACTION TOWARDS AAVIN MILK. submitted by me,
in partial fulfillment of the a requirement for the award of degree of master of
commerce is a work done by me under the guidance of Dr. S. SAMPATH RAJ,
M.Com., M.Phil., Ph.D. Associate Professor In Commerce, Pachaiyappas college
and that this report has not previously formed, the basis for the award of any
Degree, Diploma, Associate or Fellowship of other academic courses.

DATE:
PLACE: Chennai-30

(E.DANIEL)
(Reg. No. 531400542)

ACKNOWLEDGEMENT

I am grateful to DR.P.GAJIVARDHAN.M.sc. M.Phil., Ph.D. the

principal Pachaiyappas college Chennai, for having given me this opportunity to
pursue the M.Com. Degree in commerce in this prestigious institution.
My thanks are also due to Prof. S. Umapathy.M.Com., M.Phil. Professor
and Head, P.G and research department of commerce, Pachaiyappas college,
Chennai-30 and the members of faculty for their support and encouragement.
It is with real pleasure that, I record my gratitude and indebtedness to my
project guide, Dr. S. SAMPATH RAJ,M.Com.,M.Phil.,Ph.D. Associate Professor
in Commerce, Pachaiyappas college, Chennai-600030 for his counsel and
guidance during the preparation of this Project work.
I have pleasure in expressing my indebtedness to acknowledge their blessed
encouragement and continuous support that I received from my parents, brother
and my sister throughout this project work.

Date:
Place: Chennai

(V. NAGARAJ)
(Reg.no:531400581)

CHAPTER
NAME

Title

Page No

CHAPTER -I

INTRODUCTION
NEED AND IMPORANTANCE OF THE STUDY.
SCOPE OF THE STUDY.
OBJECTIVES OF THE STUDY.
LIMITATIONS OF STUDY.
DATA AND METHODOLOGY.
A. SOURCES OF DATA.
B. SAMPLING AND SAMPLE SIZE.
C. TOOL FOR DATA CALLACTION.
D. FRAME WORK FOR ANALYSIS AND
ANALYTICAL TOOL.
REPORT PRESENTATION

1-3

CHAPTER-II

MARKETING OF SERVICES A THEORETICAL

BACKGROUND.

4-24

CHAPTERIII

BSNL NETWORK SERVICES - A PROFILE.

25-39

CHAPTER-IV DATA ANALYSIS AND INTERPRETATIONS.

40-78

CHAPTER-V

79-84

FINDINGS, CONCLUSION AND SUGGESTIONS.

BIBLIOGRAPHY

ANNEXUERE- QUESTIONNAIRE

LIST OF TABLE
TABLE

4.1a
4.1b
4.1c
4.1d
4.1e
4.1f
4.2a
4.2b
4.2c
4.2d
4.2e

4.2f

TITLE

PAGE
NO

Table Showing the classification of Respondents on the basis of

Gender.
Table Showing the classification of Respondents on the basis of
Age.
Table Showing the classification of Respondents on the basis of
Educational Background.
Table Showing the classification of Respondents on the basis of
Marital status.
Table Showing the classification of Respondents on the basis of
Occupation.
Table Showing the classification of Respondents on the basis of
Income.
Table showing the measurement of consumer satisfaction with
respect different gender group.
Table showing the measurement of consumer satisfaction with
respect different age groups.
Table showing the measurement of consumer satisfaction with
respect different educational groups.
Table showing the measurement of consumer satisfaction with
respect different Marital statues groups.
Table showing the measurement of consumer satisfaction with
respect different occupation groups.

40

Table showing the measurement of consumer satisfaction with

respect different Income groups.

57

42
44
46
48
50
52
53
54
55
56

LIST OF FIGURE
TABLE
NO.

TITLE

PAGE
NO

F4.1a

Figure Showing the percentage of respondents on

basis of Gender.

41

F4.1b

Figure Showing the percentage of respondents on

basis of Age group.

43

F4.1c

Figure Showing the percentage of respondents on

basis of Education Background.

45

F4.1d

Figure Showing the percentage of respondents on

basis of Marital Status.

47

F4.1e

Figure Showing the percentage of respondents on

basis of occupation.

49

F4.1f

Figure Showing the percentage of respondents on

basis of Income.

51