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A SUMMER TRAINING PROJECT REPORT

ON

A Comparative Study on the Level of Customer Satisfaction at National Textile Corporation vis-a-vis

its competitors with special reference to FabIndia with reard to Textile !roducts

SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF

DEGREE OF MASTER IN BUSINESS ADMINISTRATION 2012-14

UNDER THE GUIDANCE OF:

"rs# $anica %athla

FAC&LT'( )*IAS

SUBMITTED BY:

*)+NA A)+)A

)+LL N+#,./,0,012 %ATC3 N+# 4,12-1.

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

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,A#./"' AICTE HRD M%n%($# G./$3 .& In'%+

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TABLE OF CONTENTS

Student declaration55555555555555555555555###i

Certificate from 6uide5555555555555555555555#ii

Ac7nowledement55555555555555555555555###iii

8xecutive Summary55555555555555555555555#iv

C3A!T8)- 19 INT)+*&CTI+N

1#1 About the Industry5555555555555555555555###1-1,

1#4 About +rani:ation; Company !rofile55555555555555####1,-4,

C3A!T8)< 49 LIT8)AT&)8 )8=I8>

4#1 Literature )eview55555555555555555555555#41-42

4#4 About the Topic55555555555555555555555542-21

C3A!T8)< 09 )8S8A)C3 "8T3+*+L+6'

0#1 !urpose of the study5555555555555555555555###24

0#4 )esearch +b?ectives of the study55555555555555555###24

0#0 )esearch "ethodoloy of the study5555555555555555###24

0#0#1 )esearch *esin5555555555555555555555###20

0#0#4 *ata Collection Techni@ues555555555555555555#20

0#0#0 Sample desin55555555555555555555555##20

0#0#0#1 !opulation55555555555555555555555##22

0#0#0#4 Sample si:e5555555555555555555555522

0#0#0#0 Samplin method55555555555555555555###22

0#0#2 "ethod of data collection555555555555555555522

0#0#2#1 Instrument for data collection5555555555555555#2



0#0# Limitations55555555555555555555555552

C3A!T8)< 29 ANAL'SIS B INT8)!)8TATI+N

2#1 Analysis and Interpretation555555555555555555552.-

C3A!T8)- 9 FIN*IN6S B S&668STI+NS

#1 Findins555555555555555555555555555##/

#4 Suestions55555555555555555555555555/-

C3A!T8)- .9 C+NCL&SI+N

.#1 Conclusion55555555555555555555555555##.,

ANN8D&)8S55555555555555555555555555##.4-.0



STUDENT DECLARATION

This to certify that I have completed the pro?ect titled EA Comparative Study on the Level of Customer

Satisfaction at national Textile Corporation and FabIndia with special reference to Textile !roducts

<under the uidance of EM#(3 K+n%*+ B+$75+E in the partial fulfillment of the re@uirement for the

award of the deree of E"aster in %usiness Administration from E)u7mini *evi Institute of

Advanced Studies( New *elhi# This is an oriinal wor7 and I have not submitted it earlier elsewhere#

Name 9 *)+NA A)+)A

8nrollment No 9 ,.0,0,012

i



CERTIFICATE ,F#.= G)%'"

This is to certify that the pro?ect titled EA Comparative Study on the Level of Customer Satisfaction

National Textile Corporation andFabIndia with special reference to Textile !roducts is an academic

wor7 done by EM# D#.n+ A#.#+> submitted in the partial fulfillment of the re@uirement for the award

of the deree of E"asters in %usiness Administration from E)u7mini *evi Institute of Advanced

Studies( New *elhi# under my uidance and direction# To the best of my 7nowlede and belief the

data and information presented by him in the pro?ect has not been submitted earlier elsewhere#

"rs# $anica %athlaG!ro?ect 6uideH)*IAS

ii



ACKNOWLEDGEMENT

It ives me reat pleasure to express my boundless sense of ratitude to each and every person who

directly or indirectly helped me with hand and hand in completin this humble piece of wor7#

I offer my sober and earnest reards to "r# =inu Nair and "r# !riyadarshi 'adav my industry uide for

their scholarly uidance and 7ind cooperation# Their 7een interest and encourain words at every step

where a source of inspiration that enable me to broaden my sphere of domain 7nowlede# I also

ac7nowlede a special than7s to all the employees and staff members of different in 3yatt )eency

*elhi for their help and support extended durin the course of proram#

I am extremely than7ful to "rs# $anica %athla my Faculty uide whose timely uidance and

illuminatin suestion inspire me in shapin the pro?ect in its existin form#

*)+NA A)+)A

8nrollment no#9 ,./,0,012



iii

E?ECUTIVE SUMMARY

A study was conducted on Customer Satisfaction Level of National Textile Corporation New

*elhi# It is a Central !ublic Sector 8nterprise under the "inistry of Textiles which was

incorporated in April 1./ for manain the affairs of sic7 textile underta7ins( in the private

sector( ta7en over by the 6overnment# Startin with 1. mills in 1./( this number radually

rose to 1,0 by 14-0# In the year 12 all these units were nationali:ed under the Sic7

Textile &nderta7ins GNationali:ationH Act 12# The issues with the NTC was shortae of

s7illed and efficient manpower at the retail outlets( outlets are over loaded with outdated

products with less variety# %asically the larest sement of the population is youth which is

over loo7ed and somehow nelected due to which varieties and products are not sufficient to

compete with the current mar7et re@uirements# Timins of the store is also an issue and which

is not appropriate( wea7 supply chain of NTC also effects the overall sales# It is also found that

retailers are not motivated towards their wor7 as NTC is a 6overnment oranisation# There is

also lac7 of technoloy dependence as lots of manual wor7 is performed which consumes more

than re@uired time#

The study was also conducted on Customer Satisfaction Level of FabIndia Limited( New

*elhi# Fabindia is Indias larest private platform for products that are made from traditional

techni@ues( s7ills and hand-based processes# Fabindia lin7s over (,,, craft based rural producers to

modern urban mar7ets( thereby creatin a base for s7illed( sustainable rural employment( and

preservin Indias traditional handicrafts in the process# Fabindias products are natural( craft based(

contemporary( and affordable#

iv



C3A!T8)-1

ABOUT THE INDUSTRY AND

ABOUT THE ORGANI@ATION

ABOUT THE TE?TILE INDUSTRY

INTRODUCTION

The Indian textile industry has a sinificant presence in the economy as well as in the international

textile economy# Its contribution to the Indian economy is manifested in terms of its contribution to the

industrial production( employment eneration and forein exchane earnins# It contributes 4, percent

of industrial production( percent of excise collections( 1/ percent of employment in the industrial

sector( nearly 4, percent to the countrys total export earnin and 2 percent to the ross domestic

product

In human history( past and present can never inore the importance of textile in a civili:ation

decisively affectin its destinies( effectively chanin its social scenario# A brief but thorouhly

researched feature on Indian textile culture#



HISTORY OF TE?TILE INDUSTRY

India has been well 7nown for her textile oods since very ancient times# The traditional textile

industry of India was virtually decayed durin the colonial reime# 3owever( the modern textile

industry too7 birth in India in the early nineteenth century when the first textile mill in the country was

established at fort loster near Calcutta in 1/1/# The cotton textile industry( however( made its real

beinnin in %ombay( in 1/,s# The first cotton textile mill of %ombay was established in 1/2 by a

!arsi cotton merchant then enaed in overseas and internal trade# Indeed( the vast ma?ority of the

early mills were the handiwor7 of !arsi merchants enaed in yarn and cloth trade at home and

Chinese and African mar7ets#

The first cotton mill in Ahmedabad( which was eventually to emere as a rival centre to %ombay( was

established in 1/.1# The spread of the textile industry to Ahmedabad was larely due to the 6u?arati

tradin class#

The cotton textile industry made rapid proress in the second half of the nineteenth century and by the

end of the century there were 1/ cotton textile millsJ but durin the year 1,, the cotton textile

industry was in bad state due to the reat famine and a number of mills of %ombay and Ahmedabad

were to be closed down for lon periods#

The two world >ar and the Swadeshi movement provided reat stimulus to the Indian cotton textile

industry# 3owever( durin the period 144 to 10 the industry was in doldrums and durin this period

a number of the %ombay mills chaned hands# The second >orld >ar( durin which textile import

from Kapan completely stopped( however( brouht about an unprecedented rowth of this industry# The

number of mills increased from 1/ with 2#, la7h looms in 1,1 to 42 mills with 10#0 la7h looms

in 141 and further to 0. mills with over 4, la7h looms in 121# %y 12 there were 21 mills

employin #1, la7h wor7ers#

The cotton textile industry is rihtly described as a Swadeshi industry because it was developed withindienous entrepreneurship and capital and in the pre-independence era the Swadeshi movement

stimulated demand for Indian textile in the country#

The partition of the country at the time of independence affected the cotton textile industry also# The

Indian union ot 2, out of the 240 textiles mills of the undivided India# 12 mills and 44 per cent of

the land under cotton cultivation went to !a7istan# Some mills were closed down for some time# For a



number of years since independence( Indian mills had to import cotton from !a7istan and other

countries#

After independence( the cotton textile industry made rapid strides under the !lans# %etween 11 and

1/4 the total number of spindles doubled from 11 million to 44 million# It increased further to well

over 4. million by 1/-,#

CURRENT POSSITION OF TE?TILE INDUSTRY IN INDIA

The Indian textiles industry( currently estimated at around &S 1,/ billion( is expected to reach &S 121 billion by 4,41# The industry is the second larest employer after ariculture( providin directemployment to over 2 million and ., million people indirectly# The Indian Textile Industrycontributes approximately per cent to 6*!( and 12 per cent to overall Index of Industrial !roductionGII!H#

The Indian textile industry has the potential to row five-fold over the next ten years to touch &S ,,

billion mar7 on the bac7 of rowin demand for polyester fabric( accordin to a study by >a:irAdvisors and !CI Dylenes and !olyester# The &S ,, billion mar7et fiure consists of domestic salesof &S 01 billion and exports of &S 1/ billion# The current industry si:e comprises domesticmar7et of &S ./ billion and exports of &S 2, billion( accordin to "r !rashat Aarwal( "anain*irector( >a:ir Advisors#

Apparel exports from India have reistered a rowth of 1#. per cent in the period AprilMSeptember4,12 over the same period in the previous financial year#

Investments

The textiles sector has witnessed a spurt in investment durin the last five years# The industry

Gincludin dyed and printedH attracted forein direct investment GF*IH worth &S 1(44#1 milliondurin April 4,,, to *ecember 4,12#

Some of the ma?or investments in the Indian textiles industry are as follows9

• )eliance Industries Ltd G)ILH plans to enter into a ?oint venture GK=H with China-based

Shandon )uyi Science and Technoloy 6roup Co# The K= will leverae )ILs existin textile business and distribution networ7 in India and )uyis state-of-the-art technoloy and its lobalreach#

• 6ivin Indian sarees a reenO touch( *upont has ?oined hands with )IL and =ipul Sarees for

use of its renewable fibre product Sorona to ma7e an environment-friendlyO version of this ethnic

ladieswear#• )aymond has launched )eio ItaliaO( a luxurious( elite and finest Italian fabric for its

customers# )eio Italia is a fine collection of fabrics from Italy with the latest desins that iscarefully woven and specially handpic7ed assortment of the best desins in formal and occasionmenswear suitin fabrics#

• Snapdeal has partnered with India !ost to ?ointly wor7 on brinin thousands of weavers and

artisans from =aranasi throuh its website# EThis is an endeavour by Snapdeal and India !ost toempower local artisans( small and medium entrepreneurs to sustain their livelihood by providin a



platform to popularise their indienous products( said "r $unal %ahl( C8+ and Co-Founder(Snapdeal#

• >elspun India Ltd G>ILH( part of the >elspun 6roup has unveiled its new spinnin facility at

An?ar( 6u?arat - the larest under one roof in India# The expansion pro?ect reflects the ethos of the6overnment of 6u?aratOs recent Farm-Factory-Fabric-Fashion-ForeinO Textile !olicy( which isaimed at strenthenin the entire textile value-chain#

Government InitiativesThe Indian overnment has come up with a number of export promotion policies for the textiles sector#It has also allowed 1,, per cent F*I in the Indian textiles sector under the automatic route#

Some of initiatives ta7en by the overnment to further promote the industry are as under9

• *uty free entitlement to arment exporters for import of trimmins( embellishments and other

specified items increased from 0 per cent to per cent# This initiative is expected to enerate anadditional )"6 exports estimated at )s 1,(,,, crore G&S 1#.1 billionH#

• The overnment has also proposed to extend 42; customs clearance facility at 10 airports and

12 sea ports resultin in faster clearance of import and export caro#

• The proposal for imposin duty on branded items was dropped providin relief to the entirevalue chain#

• The "inistry of Textiles has approved a Scheme for promotin usae of eotechnical textiles

in North 8ast )eion GN8)H in order to capitalise on the benefits of eotechnical textiles# Thescheme has been approved with a financial outlay of )s 24 crore G&S .#14 millionH for fiveyears from 4,12-1#

• The "inistry of Textiles( 6overnment of India plans to enter into an areement with Flip7art to

provide an online platform to handloom weavers to sell their products#

• The foundation stone of the Trade Facilitation Centre and Craft "useum was laid by "r

Narendra "odi( !rime "inister of India at =aranasi#

•

*etailed arranement for purchase of cotton from the farmers by the Cotton Corporation ofIndia Ltd GCCIH under the "inimum Support !rice +peration was monitored# 020 purchase centerswere finalised in consultation with the State 6overnments after meetins with officers of CCI andthe cotton producin states( resultin in streamlinin of operations#

Road Ahead

The future for the Indian textile industry loo7s promisin( buoyed by both stron domesticconsumption as well as export demand# >ith consumerism and disposable income on the rise( theretail sector has experienced a rapid rowth in the past decade with the entry of several international players li7e "ar7s B Spencer( 6uess and Next into the Indian mar7et# The oranised apparel sementis expected to row at a compound annual rowth rate GCA6)H of more than 10 per cent over a 1,-year period#

8xchane )ate &sed9 IN) 1 P &S ,#,1. as on February 4.( 4,1



ABOUT THE ORGANI@ATION

NATIONAL TE?TILE CORPORATION

V%(%.n: To be a >orld Class 8co-Friendly Interated Textile Company( caterin primarily to

the clothin needs of the Nation#

M%((%.n: To be a Leadin Textile 8nterprise steadily improvin capacity utili:ation( 8conomy

of +perations( !roductivity( Quality( %rand Imaes( "ar7et Share and 8xport

L.6.:

C.n$+*$ D"$+%5( 8A''#"((:

Scope Complex(Core-I=( - Lodi )oad(

New *elhi - 11,,,0#

!hone 9 ,11-420.,1,1

FAD No 9 ,11-420.1114

23231 C.=+n H%($.#:

The National Textile Corporation Limited GNTCH is a Central !ublic Sector 8nterpriseunder the "inistry of Textiles which was incorporated in April 1./ for manain the

affairs of sic7 textile underta7ins( in the private sector( ta7en over by the 6overnment#

Startin with 1. mills in 1./( this number radually rose to 1,0 by 14-0# In the year

12 all these units were nationali:ed under the Sic7 Textile &nderta7ins

GNationali:ationH Act 12# The number of units increased to 11 by 1 and 1 new mill

purchased set up on land purchased by NTC in S8R area in 3assan G$arnata7aH#



• %IF) approved / revival schemes for / erstwhile subsidiary companies of NTC and 1

revival scheme for th subsidiary company Gnot referred to %IF) thenH was approved by

6+I# Later( %IF) approved 4 "odified )evival Schemes 1st ")S-,. in the year 4,,. and

4nd "S ,/ in the year 4,,/#

• Loo7in to the reduced number of mills and in line with the contemporary industryOs trend

all subsidiary companies have been mered with NTC-3C ma7in it into a sinle

Company w#e#f# ,1#,2#4,,.#

• NTC has so far closed mills and has transferred 4 mills in the State of !ondicherry to the

State 6overnment of !ondicherry and surrendered of 0 mills to 6overnment of

"aharashtra under I*S#

• NTC has moderni:ed 1/ mills so far and has setup 0 Composite Textile &nits of which one

is an S8R area#

• NTC is to moderni:e;set up 40 G414H mills by itself throuh eneration of funds from the

sale of its surplus assets#

• NTC also has ?oint venture companies with private sector partners havin 1 sta7e in

each < operatin in textile business and real estate development of surplus land#

•

The export was 1 crores durin year 4,12-1 and approximate 44 crores of export has been done durin Kanuary to Kune 4,1#NTC exports , of its products to !a7istan and

China# Technical TextilesO is an area where there is tremendous scope for the company to

improve its turnover and profitabilityJ hence initially "ar7etin Areements have been

sined to penetrate this sement#



The erstwhile subsidiary companies of NTC became sic7 in the year 14 due to erosion of

Net worth# The net worth of NTC stood at )s# 1.,4 crore as on 01#,0#4,12 and hence

%IF) has dischared NTC on 4/th +ctober( 4,12#

NTC has started ta7in initiatives to set up technical textile pro?ects in Koint =enture with

the world leaders and is wor7in towards it#

NTC +$ + G5+n*":-

1! Starts with 1. mills under its ambit

14 NTC incorporated under the aeis of the "inistry of Textiles for manain sic7

private sector underta7ins ta7en over by 6+I

1!; All mills nationali:ed under Sic7 Textile &nderta7ins GNationali:ationHAct

12 Number of sic7 mills added with another 1,0 under preview of subsidiaries

1; 11 mills operated by NTC throuh subsidiaries corporations2002 / Subsidiaries referred to %IF)

200; th Subsidiary referred to %IF)

200; %IF) approved 1st "odified )evival Scheme ")S-,.

200 All subsidiaries mered with NTCG3CH into a sinle company

200 Koint venture for "ills with private sector partners and moderni:ation of 1/ mills

and settin up of 0 reen field mill ta7en up

200! %IF) approved 4nd "odified )evival Scheme "S-,/

200! NTC closed / mills

2011 Implementation period of %IF) Scheme extended up to 01-,0-4,14

2012 NTC focused on9• +perational performance improvement

• %rand value creation

• !rovidin impetus to its )etail business

• =enturin into Technical textiles

• )ealty %usiness

2014 %IF) has dischared NTC on 4/th +ctober( 4,12#



23232O#6+n%+$%.n+5 ($#)*$)#"

2323 NTC SHOWROOMS9

There are 0 Showrooms includin distribution centers controlled as under9

S3N.3 N.3 .&

(7.9#..=(

1 NTC < Sub +ffice( *elhi 44

2 NTC < >estern )eion( "umbai 10

NTC < Southern )eion( Coimbatore 04

4 NTC < Sub +ffice( $ol7ata 1

; NTC-Kaipur ,

Total 0

23234 NTC MILLS IN OPERATION:

S#N

o

Name of "ills Location State Area

NTC W"($"#n

R"6%.n+5 O&&%*"

M)=+% M+7+#+(7$#

+

1# %arshi Textile

"ill

%arshi "aharashtra "oderni:e

d



4# India &nited

"ills No

"umbai "aharashtra "oderni:e

d

0# !odar "ills "umbai "aharashtra "oderni:e

d

2# Tata "ills "umbai "aharashtra "oderni:e

d

# Finlay "ill Achalpur "aharashtra New &nitNTC

S.)$7"#n

R"6%.n+5 O&&%*"

C.%=+$.#" T+=%5 N+')

.# Coimbatore

"uran "ills

Coimbatore Tamil Nadu "oderni:e

d

# Cambodia "ills Coimbatore Tamil Nadu "oderni:e

d

/# !an7a?a "ills Coimbatore Tamil Nadu "oderni:e

d

# Sri )anavilas

6n#Sp#B>v

# "ill

Coimbatore Tamil Nadu "oderni:e

d

1,# $aleeswarar

"ills E% &nit

$alayar7oli Tamil Nadu "oderni:e

d

11# !ioneer

Spinners

$amuda7udi Tamil Nadu "oderni:e

d

14# Coimbatore

Sp# B>v#

"ills

Coimbatore Tamil Nadu To be

"oderni:e

d

10# Tirupathi Cotton

"ills

)eniunta Andhra

!radesh

To be

"oderni:e

d

12# AlaappaTextile

"ills

Alaappanaar $erala "oderni:e

d

1 CannanoreSp#

B>v# "ills

Cannanore $erala "oderni:e

d

1.# $erala Laxmi

"ills

Trichur $erala "oderni:e

d

1# =i?aymohini

"ills

Thiruvanthapuram $erala "oderni:e

d

1/# CannanoreSp#

B>v# "ills

"ahe !ondicherry "oderni:e

d

1# New "inerva

"ills

3assan $arnata7a New &nit

NTC - M+'7+

P#+'"(7

In'.#" M+'7+

P#+'"(7

4,# New %hopal

Textile "ills

%hopal "adhya

!radesh

"oderni:e

d



41# %urhanpur Tapti

"ills

%urhanpur "adhya

!radesh

"oderni:e

d

NTC G)+#+$ A7="'++' G)+#+$

44# )a? Naar

Textiles "ills

No#I

Ahmedabad 6u?arat New &nit

NTC -WBAB8O

K.5+$+ K.5+$+

40# Arati Cotton

"ills

*asnaar >est %enal "oderni:e

d

2323; ACHIEVMENTS OF NTC IN THE FNANCIAL YEAR 2014-201;

•

NTC came out of the purview of %IF) vide its order dated 4/

th

+ctober( 4,12 due to positivenet worth#

• Textile &nderta7in GNationali:ationH Laws GAmendment and =alidationH Act( 4,12( has been

passed by the !arliament on 1th *ecember( 4,12( thereby protectin the lease hold properties

of .,#/ acres valuin )s# /4 crores vested with NTC#

• "+& sined between 6ovt# of India( NTC and 6ovt# of "aharashtra on th April( 4,1 for

construction of befittin memorial in the memory of %harat )atna *r# %#)# Ambed7ar on the

land of Indu No# .( "umbai#

• Started 1, IS*S trainin centers to train 4,, people per year#

• &nder Swachch %harat "ission( 01 Toilets in 1 6ovt# Schools shall be completed by 0, th

April( 4,1#

• Full time Chairman B "anain *irector appointed after a ap of about 4 years#

•

Steps have been ta7en by NTC to formulate the modernisation( expansion and diversification plans( with the help of Northern India Textile )esearch Association GNIT)AH#

• Approved by "inistry of *efence as the Central Co-ordinatin %ody for product development

B enhanced indienisation#

• Converted 14 mills into cash profit in "arch( 4,1 as aainst in September( 4,12#



• Achieved hihest ever turnover of )s# 14, crores in 4,12-1( an increase of 10#4 over

4,10-12#

2323 JOINT VENTURES OF NTC:

NTC finali:ed Koint =enture for followin mills in the 1st phase as per 86+" directions by

followin the biddin process with 0 renowned textile players namely ";s# %has7ar Industries(

";s# Alo7 Industries B ";s# !antaloon )etail GIndiaHLimited with the assistance of K= Advisor

";s *eloitte Touche Tohmatsu India !vt# Ltd#

1# India &nited "ills No#1

4# Apollo Textile "illsJ

0# 6old "ohur "illsJ

2#New City of %ombay "f# "ills andJ

# Auranabad Textile "ills#

All the above mentioned K=Cs are earnin Net !rofit consistently since last 2 and 1;4 years#

"+& sined for K= in respect of another 11 mills has been cancelled( which has been

challened in *elhi 3ih Court# 3earin completed( Kudment reserved# Further matter referred for Arbitration#

2323 TECHNICAL TE?TILES



As a part of its rowth stratey and in tandem with the chanin sector scenario( NTC has identified

Technical textiles as its new rowth frontier# After due dilience and followin a transparent process(

to start with we have formed mar7etin areements with S$A!S for 6eotextiles( Tei?in for !rotective

Textiles and =erita: for Turfs and !erformance wear# A detail timelines is as under9

February 4,14 )elease of 6lobal tender notice see7in 8xpression of Interest G8oIHfrom technical textile companies for K= with NTC

Apr 4,14)eceipt of 1/ 8xpression of Interests from various Indian and

international companies

Apr 4,14 !reliminary evaluation of received 8oIs

"ay 4,14 First response sent over email

"ay to Kun 4,14Introductory meetins and;or conference calls with international

players

Kun 4,14 Comparative evaluation of companies on critical parameters

Kun to Au 4,14!lant visit and ta7in additional information from the parties for

credential chec7 of the companies

Kul to +ct 4,14 Subse@uent discussions to firm up the partnership proposition#

Auust and

+ctober 4,14!resentation of attractive business opportunities to NTCOs board#

Nov to *ec 4,148valuation( neotiation and firmin up of "o& for further draftin of

areements with lawyers

Nov to *ec 4,14)edraftin the business partnership with parties in line with %oardOs

recommendations

Kan to Kul 4,10 Finali:in "o&s and Areements with the parties

Thereafter when a perceptible rasp of mar7et is achieved( we would o ahead with a bac7ward

interation into manufacturin#

A brief profile of the partners is as under9

S+( 9 S7aps is a &S based company established in 1. It has the larest 6eonet; 6eocomposite;

6eotextile "anufacturin Capacity in American Subcontinent# S$A!S is mar7et leader in these



sements with an annual turnover of approximately of Approximately 14 million &S *ollars# The

ma?or products are 8rosion Control !roducts( 6eorids( 6eocomposites( 6eofoam(

6eotextile Tubes and Soil Fibers( 6eomembranes etc#

T"%%n 9 Tei?in was formed in 11/ as the first manufacturer of rayon yarn in Kapan( and then later they

converted to a synthetic fibers manufacturer# Throuh cuttin-ede )B* and chemical technoloies

developed in step with the proress of the times( Tei?in has subse@uently continued endeavors to further expand their business( advance into new fields and become a more lobal company# The ma?or products

are )aw white staple fiber( *ope dyed staple fiber(Staple fiber( Spun yarn( and fabric( !rotective

Apparel vi:# fire service( "ilitary( !olice( Industrial wor7 wear#

V"#%$+ T#+'%n6 E%= P/$3 L$'3,S=+$" +n' T%6"# T)#& : Sympatex Technoloies has been one

of the leadin lobal suppliers of hih tech functional materials in clothin( footwear( accessories(

protective wor7wear GContract B >or7wearH and technical applications GTectionH# Sympatex develops(

manufactures and sells membranes( laminates( functional textiles( finished products and bespo7e end

products for a rane of applications with selected partners all over the world# The ma?or productsinclude extreme and cold climate clothin and ear( assault ?ac7ets( ruc7sacs etc#

AltiusOs Tier Turf has a rane of synthetic playin surfaces;artificial rass with manufacturin

facilities in &#S#A#( &#$# B N#R# and ancillary manufacturin facilities and offices in Australia( %ra:il(

6ermany( $orea B Netherlands# TierTurf has a rane of product which is sport specific#Tier Turf

has an international perspective when it comes to help the top athletes learn( compete and win#



FABINDIA LIMITED

C+"!AN' !)+FIL8

About the company

Fabindia is Indias larest private platform for products that are made from traditional techni@ues(

s7ills and hand-based processes#

Fabindia lin7s over (,,, craft based rural producers to modern urban mar7ets( thereby creatin a

base for s7illed( sustainable rural employment( and preservin Indias traditional handicrafts in the

process#

Fabindias products are natural( craft based( contemporary( and affordable#

T7" V%(%.n

At Fabindia we celebrate India( and endeavour to brin all that we love about India to customers

around the world#

T7" M%((%.n

>e will harness the transformative power of a well-run business committed to profitable rowth in

support of FabindiaOs =ision#

>e will strenthen and support our community of customers( desiners( artisans( farmers( ma7ers and

entrepreneurs inspired by India#



>e will ive our customers products that deliht them by interpretin our rich heritae and traditional

7nowlede( while protectin the natural environment#

V+5)"( 8 G)%'%n6 P#%n*%5"(

To remain true to our companyOs history and our founderOs oriinal =ision9 UIn addition to ma7in

profits( our aims are constant development of new products( a fair( e@uitable and helpful relationshipwith our producers( and the maintenance of @uality on which our reputation rests#U

< Kohn %issell

To ensure that we deliht our customers with our products and service( and always ma7e them feel that

they are ettin reat value for their money#

To desin( ma7e and sell products with intrinsic worth that comes from the oriinal desins(

7nowlede( care and s7ill with which these are made#

To be true to our commitment and history as an ethical and trust-worthy brand promotin a sta7e-

holder based community model of inclusive capitalism#

To constantly share our =ision with our employees( suppliers( business associates and customers( so

that we collectively ensure that all our actions are in service of our =ision( "ission and 6uidin

!rinciples#

FabIndia Loo 9

The Fabindia 3ead +ffice is located in New *elhi at9

F+%n'%+ O/"#("+( P/$3 L$'3

3ead +ffice9 C-2,( +7hla Industrial Area( !hase -4( New *elhi 11,,4,( India

Tel9 1-11-2,4,( Fax9 1 11 4./1 1,0( 8mail9 mailusVfabindia#net

)eistered Address9 N-12 6reater $ailash - I( New *elhi 11,,2/( India

Tel9 1 11 2.. 04( 8mail9 mailusVfabindia#net

mailto:[email protected]







C3A!T8)-4

LITERATURE REVIEW AND

ABOUT THE TOPIC



LITERATURE REVIEW

•

Shital =a7hariya and =ilas Chopde have made a study on the consumer preference of privatelabels over national labels in apparel sement of the departmental stores# They tried to

investiate consumer brand preference for national versus store brands in Apparel Sement and

to study the influence of @uality( price( variety( availability and current trend on brand

preference for national versus store brands# The study found that the customers felt that @uality

of national brands is better than the store brands while store brands are priced lower than the

national brands# They have special preference for a particular store destination for variety of

product available( @uality( convenient location and discounts B offers# It is also found that the

customers are buyin apparels anytime without any specific reason• Chen G4,,.H carried out a study on "odelin and computer-aided desin of 0* hollow woven

reinforcement for composites# Three dimensional hollow woven structures( used as

reinforcement for composites re@uirin special properties such as lihtweiht and enery

absorption( are one fabric type that the conventional weavin technoloy is capable of

manufacturin# 3owever( the fact that the desin of these structures is complex and this

complication has limited the possibility of such structures bein creatin composites with

novel properties# The paper explains the modelin of 0* hollow woven structures anddescribes the methodoloy for the desin and manufacture of such structures# The paper also

dealt with the visuali:ation of the 0* hollow structures usin non-uniform rational %-spline

curves and surfaces( aimin to provide assistance to the desin and manufacturin processes#



ABOUT THE TOPIC

>hat Is Customer SatisfactionW

C)($.="# (+$%(&+*$%.n measures how well the expectations of a customer concernin a product or

service provided by your company have been met#

Customer satisfaction is an abstract concept and involves such factors as the @uality of the product( the

@uality of the service provided( the atmosphere of the location where the product or service is

purchased( and the price of the product or service# %usinesses often use *)($.="# (+$%(&+*$%.n

()#/"( to aue customer satisfaction# These surveys are used to ather information about customer

satisfaction# Typical areas addressed in the surveys include9

• Quality of product

• =alue of product relative to price - a function of @uality and price

• Time issues( such as product availability( availability of sales assistance( time waitin at

chec7out( and delivery time

• Atmosphere of store( such as cleanliness( orani:ation( and en?oyable shoppin environment

• Service personnel issues( such as politeness( attentiveness( and helpfulness

• Convenience( such as location( par7in( and hours of operation

C)($.="# (+$%(&+*$%.n is a term fre@uently used in mar7etin# It is a measure of how products andservices supplied by a company meet or surpass customer expectation# Customer satisfaction isdefined as Uthe number of customers( or percentae of total customers( whose reported experience witha firm( its products( or its services GratinsH exceeds specified satisfaction oals#UX1Y In a survey of nearly 4,, senior mar7etin manaers( 1 percent responded that they found a customer satisfactionmetric very useful in manain and monitorin their businesses#X1Y

https://en.wikipedia.org/wiki/Marketing

https://en.wikipedia.org/wiki/Contentment

https://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-Marketing_Metrics-1



https://en.wikipedia.org/wiki/Marketing

https://en.wikipedia.org/wiki/Contentment





It is seen as a 7ey performance indicator within business and is often part of a %alanced Scorecard# Ina competitive mar7etplace where businesses compete for customers( customer satisfaction is seen as a7ey differentiator and increasinly has become a 7ey element of business stratey#X4Y

U>ithin orani:ations( customer satisfaction ratins can have powerful effects# They focus employeeson the importance of fulfillin customers expectations# Furthermore( when these ratins dip( theywarn of problems that can affect sales and profitability#### These metrics @uantify an important

dynamic# >hen a brand has loyal customers( it ains positive word-of-mouth mar7etin( which is bothfree and hihly effective#UX1Y

Therefore( it is essential for businesses to effectively manae customer satisfaction# To be able do this(firms need reliable and representative measures of satisfaction#

UIn researchin satisfaction( firms enerally as7 customers whether their product or service has met or exceeded expectations# Thus( expectations are a 7ey factor behind satisfaction# >hen customers havehih expectations and the reality falls short( they will be disappointed and will li7ely rate their experience as less than satisfyin# For this reason( a luxury resort( for example( miht receive a lower satisfaction ratin than a budet motelMeven thouh its facilities and service would be deemed

superior in absolute terms#U

The importance of customer satisfaction diminishes when a firm has increased barainin power # For example( cell phone plan providers( such as ATBT and =eri:on( participate in an industry that isan oliopoly( where only a few suppliers of a certain product or service exist# As such( many cell phone plan contracts have a lot of fine print with provisions that they would never et away if therewere( say( 1,, cell phone plan providers( because customer satisfaction would be far too low( andcustomers would easily have the option of leavin for a better contract offer#

There is a substantial body of empirical literature that establishes the benefits of customer satisfactionfor firms# This literature is summari:ed by "ittal and Frennea G4,1,H# X0YThey summari:e the outcomes

in terms of customer behaviors( immediate financial outcomes such as sales and revenues( and lon-term outcomes based on the stoc7 mar7et#

PURPOSE OF CUSTOMER SATISFACTION

Customer satisfaction provides a leadin indicator of consumer purchase intentions andloyalty#U X1Y UCustomer satisfaction data are amon the most fre@uently collected indicators of mar7et perceptions# Their principal use is twofold9U X1Y

1# U>ithin orani:ations( the collection( analysis and dissemination of these data send a messaeabout the importance of tendin to customers and ensurin that they have a positive experiencewith the companys oods and services#UX1Y

4# UAlthouh sales or mar7et share can indicate how well a firm is performin currently(satisfaction is perhaps the best indicator of how li7ely it is that the firmOs customers will ma7efurther purchases in the future# "uch research has focused on the relationship betweencustomer satisfaction and retention# Studies indicate that the ramifications of satisfaction aremost stronly reali:ed at the extremes#U

https://en.wikipedia.org/wiki/Key_performance_indicator

https://en.wikipedia.org/wiki/Balanced_Scorecard

https://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2


https://en.wikipedia.org/wiki/Bargaining_power

https://en.wikipedia.org/wiki/Cell_phone

https://en.wikipedia.org/wiki/AT%26T

https://en.wikipedia.org/wiki/Verizon

https://en.wikipedia.org/wiki/Oligopoly

https://en.wikipedia.org/wiki/Fine_print






https://en.wikipedia.org/wiki/Key_performance_indicator

https://en.wikipedia.org/wiki/Balanced_Scorecard



https://en.wikipedia.org/wiki/Bargaining_power

https://en.wikipedia.org/wiki/Cell_phone

https://en.wikipedia.org/wiki/AT%26T

https://en.wikipedia.org/wiki/Verizon

https://en.wikipedia.org/wiki/Oligopoly

https://en.wikipedia.org/wiki/Fine_print







)esearch also shows that a ma?ority of the firms invest in measurin( monitorin( and disseminatincustomer satisfaction informationJ in fact( these authors found that customer satisfaction research isone of the most widely conducted mar7etin research activities in the firms#X2Y

+n a five-point scale( Uindividuals who rate their satisfaction level as are li7ely to become returncustomers and miht even evaneli:e for the firm# GA second important metric related to satisfaction iswillinness to recommend# This metric is defined as UThe percentae of surveyed customers who

indicate that they would recommend a brand to friends#U >hen a customer is satisfied with a product(he or she miht recommend it to friends( relatives and colleaues# This can be a powerful mar7etinadvantae#H UIndividuals who rate their satisfaction level as 1( by contrast( are unli7ely to return#Further( they can hurt the firm by ma7in neative comments about it to prospectivecustomers# >illinness to recommend is a 7ey metric relatin to customer satisfaction#UX1Y

21#

C3A!T8)-0

RESEARCH METHODOLOGY

https://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-ssrn.com-4

https://en.wikipedia.org/wiki/Willingness_to_recommend


https://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-ssrn.com-4

https://en.wikipedia.org/wiki/Willingness_to_recommend




RESEARCH METHODOLOGY

0#1 PURPOSE OF STUDY:

The purpose of a study is to find out the level of customer customer satisfaction at National textile

Corporation and Fabindia limited # This study will help us to 7now the level of satisfaction of

customers for bth the textile brands#

The answers f rom the cus tomers wi l l ive the t rue p ic ture of the orani:a t ionOs

mare7t posi t ion # Analy:in the customerOs answers will help in understandin the main reasons for

buyin oneOs products and what improvemnts should be done on order to retain the customers to the

orani:ation#

132 RESEARCH OBJECTIVE OF THE STUDY:

• )easons for preferrin NTC products and vice versa



• )easons for preferrin FabIndia products and vice versa#

• Comparitive study of products of National Textile Corporation and Fab India Limited

13 RESEARCH METHODOLOGY OF THE STUDY:

The research desin of the study explains the systematic way of findins to the pre determined

ob?ectives# "oreover this provides the clean path to accomplish and achieve clear ob?ectives for the

problem stated# Followin are the staes throuh which the research has passed to obtain the

conclusion#

1# *efine the research problem#4# )eview the literature0# *esin research2# Collection of data# Analy:e data

24#.# Interpret data# )eport the data

1331 R"("+#*7 '"(%6n:

A study is conducted to 7now the extent to which the customers are satisfied with the orani:ation# To

7now the the satisfaction level of customers( data is collected throuh structured @uestionnaire# The

@uestionnaire consists dichromatic( multiple choice and open ended @uestion# The @uestionnaire is

desined for the customers of National textile corporation and FabIndia Limited#

1332 D+$+ *.55"*$%.n $"*7n%)"(:

The Quantitative data collection methods rely on random samplin and structured data collection

instruments that fit diverse experiences into predetermined response cateories# They produce results

that are easy to summari:e( compare( and enerali:e# 8xample9 interview( @uestionnaire etc#

Qualitative data collection methods play an important role in impact evaluation by providin

information useful to understand the processes behind observed results and assess chanes in peopleOs

perceptions of their well-bein#

Quantitative method is bein used for collectin the data for this research study#



133 S+=5" '"(%6n:

A sample desin is made up of two elements#

S+=5%n6 ="$7.'# Samplin method refers to the rules and procedures by which some

elements of the population are included in the sample# Some common samplin methods aresimple random samplin( stratified samplin( and cluster samplin#

E($%=+$.## The estimation process for calculatin sample statistics is called the estimator#

*ifferent samplin methods may use different estimators#

20#

13331 S+=5" (%":

A sample si:e of , G, for NTC and 2, for fabIndiaH is drawn( where the respondents are the

customers of National Textile Corporation and FabIndia Limted from different areas of *elhi NC)#

13332 S+=5%n6 ="$7.':

Simple random samplin techni@ues were used in order to et the data to facilitate the easy availability

of respondents#

1334 M"$7.'( .& '+$+ *.55"*$%.n:

The data for the pro?ect is collected so that from two sources that is primary and secondary sources#

P#%=+# S.)#*"(9 A primary source is a source that you cite in your writin that is as close to possible

as the oriinal information# A primary source is the most direct place you can find the information you

want to write about or Information collected firsthand from such sources as historical documents(

literary texts( artistic wor7s( experiments( surveys( and interviews#

S"*.n'+# S.)#*"(: Secondary sources are research reports that use primary data to solve research

http://stattrek.com/Help/Glossary.aspx?Target=Simple_random_sampling

http://stattrek.com/Help/Glossary.aspx?Target=Stratified_sampling

http://stattrek.com/Help/Glossary.aspx?Target=Cluster_sampling

http://stattrek.com/Help/Glossary.aspx?Target=Simple_random_sampling

http://stattrek.com/Help/Glossary.aspx?Target=Stratified_sampling

http://stattrek.com/Help/Glossary.aspx?Target=Cluster_sampling



problems( written for scholarly and professional audiences# )esearchers read them to 7eep up with

their field and use what they read to frame problems of their own by disputin other researchers

conclusions or @uestionin their methods#

In my research pro?ect I have adopted primary research# I have collected my own data with the

employees of 3yatt )eency *elhi#

22#

133431 In($#)="n$ &.# '+$+ *.55"*$%.n:

1# !opulation census

4# Sample survey

0# Administrative collection and reister

133; L%=%$+$%.n(:

There was a time restriction of / wee7s( so the study was conducted by selectin a sample

of , respondents and the facts and findins may not represent a true picture of the

customer satisfaction level as the study was conducted in the *elhi NC) reion only#



2#

C3A!T8)-2

ANALYSIS AND INTERPRETATION



ANALYSIS AND INTERPRETATION

1# >hat is your ae W

NATI+NAL T8DTIL8 C+)!+)ATI+N

Less than 20

20-30

30-40

40& Above

FA%IN*IA LI"IT8*



· Less than 20

· 20-30

· 30-40

· 40& Above

In$"##"$+$%.n:

Accordin to the charts it can be observed that at NTCOs showroom the customers who visit the stores

are all above the ae of 2,#

Fabindia has itOs customers from all ae roups# Accordin to the study 1/ of the customers were

below the ae of 1/( 0. of the customers from the ae roup of 4,-0, and .0 from the ae roup

of 2, years and above#

3ence it can be said that NTC attracts customer above the ae of 2, whereas FabIndia has itscustomers from various ae roups#

4# 3ow did you come to 7now about the brand ENational Textile Corporation andEFabIndia Limited W


Advertisement

Referral

Employee

Any Other

FA%IN*IA LI"IT8*



Advertisement

riends

Employee

!ei"hbo#r

Any Other

In$"##"$+$%.n:

Accordin to the study( it is found that 11 of the people came to 7now about NTC throuh

advertisement( 00 each throuh employess and referrals( and 40 throuh other sources li7e

employess( etc#

FabIndia came into notice of the people throuh follwin means 9 0/ throuh advertisements( 0

throuh friends and the remainin throuh other means#

0# For how lon have you been you been usin NTCOs and FabindiaOs products W


Less than $ months

% to 3 years

3 to years

'ore than years



FA%IN*IA

Less than $ months

% to 3 years

3 to & years

'ore than & years

In$"##"$+$%.n:

Accordin to the study ( it is found that 2, of the NTCOs Customers have been buyin their productsfor a period of 0- years and ., of the customers have been buyin NTCOs products for a period ofmore than years#As far as FabIndia is concerned 40 of the customers have been buyin for less than . months( for a period of 1-0 years ( for a period of 0- years and .1 for a period of more than years#

2# >hat accordin to you is NTCOs and FabIndiaOs uni@ue sellin proposition W


(ri)e

*#ality

+ariety

,esi"n



FA%IN*IA

(ri)e

*#ality

+ariety

,esi"n

In$"##"$+$%.n:

Accordin to NTCOs chart it can be studied that 0/ of the people visit their store because of TextileQuality( 0/ because of price( 1 because of variety and 40 because of desins# As per the chart of FabIndia it can be learnt that 14 visit the store because of price( 00 because of@uality( 4 because of variety and 4 because of desins#

2#

# !lease rate NTC and FabIndia on the basis of the followin attributes9aH Quality of the products




+ery satis-ed

.ome/hat satis-ed

!e#tral

.ome/hat dissatis-ed

+ery dissatis-ed

FA%IN*IA

+ery satised

.ome/hat satised

!e#tral

.ome/hat dissatised

+ery dissatised

In$"##"$+$%.n:

Accordin to the response of the customers it can be inferred that 00 of NTCOs customers arestronly satisfied with @uality( are somewhat satisfied with the @uality and 14 are neutral

towards the @uality#

For FabIndia( 0 of the customers are stronly satisfied with the @uality of products( 0 are

somewhat satisfied ( 41 are neutral towards the @uality and are somewhat dissatisfied with the

@uality of the products#

,#

bH !rice NATI+NAL T8DTIL8 C+)!+)ATI+NO



+ery satis-ed

.ome/hat

satis-ed

!e#tral

.ome/hatdissatis-ed

+ery dissatis-ed

FA%IN*IA

+ery satis-ed

.ome/hat satis-ed

!e#tral

.ome/hat dissatis-ed

+ery dissatis-ed

In$"##"$+$%.n:

Accordin to the response of the customers NTC is stronly preferred in terms of price by

customers( somewhat preferred by0/ customers and 14 customers are neutral towards price of

NTC#

As far as FabIndia is concerned( 44 are stronly satisfied with the price( , are somewhat satisfied

with the price( 1. are neutral towards the price and 11 are not satisfied with the price#

#

1#

cH Customer Service NATI+NAL T8DTIL8 C+)!+)ATI+N



+ery satis-ed

.ome/hat

satis-ed

!e#tral

.ome/hat

dissatis-ed

+ery dissatis-ed

FA%IN*IA

+ery satised .ome/hat satised

!e#tral .ome/hat

dissatised

+ery dissatised

In$"##"$+$%.n:

Accordin to the study it is found that ( in terms of NTC 11 of the customers are stronly satisfied

by customer service( of the customers are somewhat satisfied with customer service and 22 are

neutral towards customer service#

For FabIndia( 0 are stronly satisfied with customer service( 0/ are somewhat satisfied with

customer service and are neutral towards customer service#

4#



dH +verall Satisfaction NATI+NAL T8DTIL8 C+)!+)ATI+N

+ery satis-ed

.ome/hat satis-ed

!e#tral

.ome/hat dissatis-ed +ery dissatis-ed

FA%IN*IA

+ery satised .ome/hat satised !e#tral

.ome/hat

dissatised

+ery dissatised

In$"##"$+$%.n:

Around 44 of NTCOs customers are completely satisfied with the company( are somewhat

satisfied with NTC and 40 are neutral towards NTC#

FabIndiaOs has 2. customers completely satisfied with it( 0/ are somewhat satisfied with fabindiaand 1 are neutral#

0#



.# >hich brand do you prefer for Shirtins and Suitins W NATI+NAL T8DTIL8 C+)!+)ATI+N

!01

Raymond2s

+imal

Any Other

FA%IN*IA

abndiaRaymonds

+imal

Any Other

In$"##"$+$%.n:

Accordin to this chart if we compare other brands with NTC people prefer raymonds and 00

prefer NTC#

In comparison of other brands with FabIndia( it was found that 00 prefer FabIndia( , prefer

raymonds and 4 prefer other brands li7e allen solly#

2#



# >hich brand do you prefer for bed sheets W


!01

4ombay ,yein"

Raymond2s

Any Other

FA%IN*IA

ab3ndia4ombay ,yein"

Raymond2s

Any Other

In$"##"$+$%.n:

The fiures in this chart show that in comaprison with NTC( , of the people prefer NTC for

bedsheets and 0, prefer %ombay *yien#

In comparison with FabIndia( , of the people prefer Fabindia in %edsheets( 01 prefer %ombay

*yien and 1 prefer other brands#

#



/# Are stores of FabIndia and NTC easily available around your locality WWY


5es

!o

FA%IN*IA

yes

no

In$"##"$+$%.n:

Accordin to the response of the customers 00 feel thatOs NTC stores are easily avaliable near there

residence while disareed with it#

.4 of the fabIndiaOs customers feel that stores are easily available near there residence while0/

disareed with it#

.#



# >hat do you li7e the most that attracts you to companies stores W


*#ality of the

(rod#)t

(ri)e of the (rod#)t

6ospitality of the

sta7

+ariety of the

(rod#)ts

Easy availability of

stores

Ambien)e of the

store

Any Other

FA%IN*IA

*#ality of the

(rod#)t

(ri)e of the (rod#)t 6ospitality of the

sta7

+ariety of the(rod#)ts

Easy availability ofstores

Ambien)e of thestore

Any Other

In$"##"$+$%.n:

%y observin this chart we et to 7now .. of the people visit NTC stores because of @ality of the

product(11 because of @uality of the product( 11 because of easy availabilty of stores and 11

because of ambience of the store#



1,# >ould you li7e to be associated with NTC and FabIndia for future purchasesW NATI+NAL T8DTIL8 C+)!+)ATI+N

5es

!o

FA%IN*IA

5es

!o

In$"##"$+$%.n:

A( "# $7" 6#+7( // of the people would li7e to be associated with NTC in future while 14

would not li7e to be associated with NTC in future# B)$ %n*+(" of fabIndia 1,, respondents would

li7e to associated with FabIndia in future# This shows that Fabindia has reater cstomer loyalty tham

NTC as all the customers wish to be associated with FabIndia in future#



C3A!T8)-

FINDINGS AND SUGGESTIONS



F%n'%n6(:

The followin are the findins that are bein obtain from the analysis of the date received from the

customers which is collected by primary search#

• It is found that Fabindia has a larer mar7et share than National Textile Corporation in terms of

textile products#

• It is found that despite of havin ood @uality of fabric NTC is not havin a ood mar7et share

because of shortae of supply#

• Another observation is that even if the supply is there at the shops there is no variety of oods

available that can attract customers#

• For attractin more customers and to have a ood mar7et share NTC should increase variety

and should ma7e more stoc7 available at the retail outlets

• It was found that NTCOs clothes are reasonably priced whereas FabIndiaOs products are priced

slihtly hiher#

• In the present day( thouh NTC has limited stoc7 available but the colours of the clothes are

fast( but in FabIndia( the colours are not fast and clothes leave colour after the first wash#



S)66"($%.n(:

+n the basis of the findins that we have found after observin or analysin the data obtained by thecustomers of NTC and FabIndia these are some suestions9

• NTC should increase the variety of the textile roducts so that the demand can be met#

• NTC should also increase the stoc7 of fabrics on the outlets so that lare instituional

orders can easily be met #

• The pricin of E)aasa bed sheets should be done aain as they bein found

Eoverpriced by the customers#

• NTC should intoduce more variety in bedsheets and towels#

• NTC should retain itOs prices as FabIndiaOs prices are found to be hih##• Ntc should maintain the colour @uality of the products that donOt fade easily unli7e

FabIndia#



C3A!T8)-.

CONCLUSION



CONCLUSION

As per the observations and analysis of the data recovered by the customers of FabIndia and NTC the

customers are satisfied with the @uality of the textile products of both the brands( but they want more

variety to be introduced#

Customer satisfaction is a ma?or tool in every orani:ation# >ithout satisfied customers noorani:ation can survive in the mar7et# An orani:ation needs to satisfy all its customers in allrespects#

Customer satisfaction is important for an orani:ation because of the followin reasons9

It is a leadin indicator of consumer repurchase intentions and loyalty

ItOs a point of differentiation

It reduces customer churn

It increases customer lifetime value

It reduces neative word of mouth

ItOs cheaper to retain customers than ac@uire new ones

3ence both the orani:ations need to overcome there shortfalls inorder to retain in the mar7et and

have a hue mar7et share#



ANNE?URES

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