Project presentation

• Presented by Ansheena v. H
• roll no: 06
 A STUDY ON SEAVICE QUALITY

with special reference to Reliance Fresh super market, Thrissur

 INTRODUCTION
• ‘Quality’ in a service organization is a measure
of the extent to which the service delivered
meets customer’s expectations because to the
customer, quality is all about Meeting or
exceeding their expectation.
 SERVICE QUALITY MODEL

The model highlights the main requirements for delivering service

quality. It identifies four gaps that cause unsuccessful delivery.

1). Gap between consumer expectation and management perception.

2). Gap between management perception and service quality

specification.
 
3). Gap between service quality specification and service delivery.

4). Gap between service delivery and perceived service.

 Modern quality concepts result in better profitability, which is the
main goal of all the business.
Quality control has much to do with changing the frame of min d
and psychology of the service provider and particularly the front-
end and back-end employees actually providing the services. We
need to know how this fundamental change in attitude can be
brought about.
Traditionally, most service providers have felt that they know all
there is to know about the customers and their requirements. This
smug or self-satisfied approach needs to be changed.
Development of feedback systems is very essential part of the
quality improvement. How this can be used to develop better
quality standards is an issue of immense importance.
 RESEARCH PROBLEM
• What is the level of service quality delivery of reliance
fresh ?
• What is the the customers satisfaction with reliance fresh?
• What are the strategies for upgrading the performance of
store?
• What is the impact of the strategies on the daily business
activities in the store?
• How to analyze the effect of customer retention strategies
on the performance of the employees, top management,
sales of the divisions, merchandise turnover etc?
 OBJECTIVES OF THE STUDY
• To know the level of service quality delivery of
reliance fresh
• To know the customers satisfaction with
reliance fresh.
• To analyze the effect of customer retention
strategies on the performance of the
employees, top management, sales of the
divisions,etc.
 RESEARCH METHODOLOGY
• Universe of Study
The study was conducted on the basis of the sample from
the customers of RELIANCE FRESH, Thrissur

• Sample Size
50 samples were taken into consideration for the study
using convenience sampling.

• Method of Data Collection

Survey was conducted by the distribution of questionnaire
to each of the 50 customers.
  
 RESEARCH METHODOLOGY
• Tools for Analysis
Statistical tools like tables and charts is used for
analyzing the data.

• Descriptive Research Design

Descriptive research is concerned with describing the
characteristics of particular individual or group as it is.
 
• Period of Study
The study was conducted for a period of 21 days from
6th august to 31st august.
 LIMITATIONS OF THE STUDY
• Converting service quality scale with respect
to Indian scenario.
• Testing reliability and validity for all the
variables included in the study.
• Secondary data taken from websites and
documents, which may not be correct or
manipulated/distorted by someone.
• Every respondent don’t have uniform interest
during answering of questionnaire
 FINDINGS
• FINDING
• 40% were strongly agree while 30% were agree and only 05% were
neither agree nor disagree and 15% respondent were disagree and
10% were strongly disagree with the statement that Vishal Mega
Mart has modern looking equipment
• 50% were strongly agree while 25% were agree and only 10% were
neither agree nor disagree and 10% respondent were disagree and
05% were strongly disagree with the statement that vishal mega
mart physical facilities are visually appealing
• 35% were strongly agree while 27% were agree and only 13% were
neither agree nor disagree and 10% respondent were disagree and
15% were strongly disagree with the statement that Materials
associated with the store service such as (shopping Bags) are
visually appealing at Vishal Mega Mart
 FINDINGS (CONTINUED)
• 17% respondent were disagree and 20% were strongly disagree with the
statement that the store layout makes it easier for the customer to find
what they need
• 15% respondent were disagree and 06% were strongly disagree with the
statement that Employees in the store have the knowledge to answer
the questions
• 17% were strongly agree while 41% were agree and only 15% were
neither agree nor disagree and 17% respondent were disagree and 10%
were strongly disagree with the statement that The behavior of the
employees instills confidence in the customer
• 26% were strongly agree while 39% were agree and only 17% were
neither agree nor disagree and 10% respondent were disagree and 08%
were strongly disagree with the statement that Employees in Vishal
Mega Mart store are consistently courteous to you
 FINDINGS (CONTINUED)
• 18% were strongly agree while 44% were agree and only 18%
were neither agree nor disagree and 13% respondent were
disagree and 07% were strongly disagree with the statement that
Store willing to handle returns and exchange
• 42% were agree and only 21% were neither agree nor disagree
and 11% respondent were disagree and 08% were strongly
disagree with the statement that Employees in store are never
too busy to respond customer’s request.
• 27% were strongly agree while 37% were agree and only 26%
were neither agree nor disagree and 06% respondent were
disagree and 04% were strongly disagree with the statement that
The Store provides quality merchandise
 SUGGESTIONS
• Providing hygienic products.
• Various schemes should be made.
• Fresh vegetables should be sold.
• Management should be polite and courteous.
• Product should be weighed properly.
• Accepting credit cards.
• Selling of expired product should be avoided.
 CONCLUSION
• The project was very satisfying
experience for me, not only practically
and academically but it also helped me in
developing my communication skill and
enriched my knowledge also.
In short, it can be concluded that
RELIANCE FRESH is a store provides
quality services to the customers and
customers are highly satisfied.
 SCOPE FOR FURTHER RESEARCH
• The study was conducted only on the 50
customers of Reliance Fresh, Thrissur, during
the period.

• Further research can be conducted by

including the opinions of other customers
also.
THANK YOU………