CUSTOMER SATISFACTION OF FASTRACK

WATCHES

"A STUDY ON CUSTOMER SATISFACTION TOWARDS

FASTRACK WATCHES WITH SPECIAL REFERENCE TO
NILAMBUR AREA"

PROJECT REPORT

Submitted to the University of Calicut

In Partial fulfilment of the requirement for the award of Degree of

BACHELOR OF COMMERCE

SUBMITTED BY
NOUSHAD A
(Reg.no:YSAQBCM095)

UNDER THE GUIDANCE OF

Ms.NATHAKSHA
Assistant Professor
Department of commerce and management studies

Sahya arts and science college

Vellampuram, Karad P O 2018-2019

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DECLARATION

I am NOUSHAD A, student of B.Com, Sixth Semester in Sahya

Arts and Science College, Vellampuram, Karad P.O, Wandoor, hereby
declare that this project report entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS FASTRACK WATCHES WITH SPECIAL
REFERENCE TO NILAMBUR AREA"Is a record of research carried out by
me for the purpose of submitting to the University of Calicut in partial
fulfilment of the requirement for the award of B.com Degree.

I also declare that this is an original work done by me and this

has not been submitted by me fully or partially for the award of any
Degree, Diploma and fellowship of similar title of any University or
similar institutions to any person. The work was carried under the
supervision and guidance of, MS NATHAKSHA Assistant professor,
Department of Commerce, Sahya arts and Science college,
Vellampuram.

NOUSHAD A

YSAQBCM095

Date:

Place: Wandoor

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DEPARTMENT OF COMMERCE
SAHYA ARTS AND SCIENCE COLLEGE

CERTIFICATE

 This is to certify that the project report entitled “A STUDY ON

CUSTOMER SATISFACTION TOWARDS FASTRACK
WATCHES WITH SPECIAL REFERENCE TO NILAMBUR AREA”
is a bonafide record of genuine work done by the candidate
NOUSHAD Aduring the period of her study at Sahya Arts and
Science College, Vellampuram, Karad P.O, Wandoor in partial
fulfilment of the requirement for the award of degree of
Bachelor of Commerce of the University of Calicut. she is
allowed to submit the report.

Ms NATHAKSHA

Assistant Professor

Date: Department of

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Commerce

Place: Wandoor SASC, Vellampuram

DEPARTMENT OF COMMERCE
SAHYA ARTS AND SCIENCE COLLEGE

CERTIFICATE

This is to certify that NOUSHAD Ais a bonafide B. Com student of

Department of Commerce Management Studies, Sahya Arts and Science
College, Vellampuram, Karad P.O, Wandoor. The project report “A STUDY
ON CUSTOMER SATISFACTION TOWARDS FASTRACK WATCHES WITH
SPECIAL REFERENCE TO NILAMBUR AREA” has been prepared by her in
partial fulfilment of the requirement for the award of Degree of Bachelor
Of Commerce of the University Of Calicut.

Mr.SAFARUDHEEN

The Head of The Department of commerce

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Date: SASC, Vellampuram

Place: Wandoor

ACKNOWLEDGEMENT

I thank God Almighty who is all merciful in inspiring me a spirit to study a

subject of my choice and achieve the goal I have cherish for and blessed
me with what I am today.

I proudly thank my guide Ms.NATHAKSHA for her efforts and constant

guidance. Without her sincere efforts this project would have been a
distant dream for me.

My sincere gratitude to the Head of the Institution Mr THOMAS

MATHEW for his support.

My sincere gratitude to the Head of Department Dr. SUDHAKARAN A for

giving me proper instructions for completing my project.

My sincere gratitude to the Head of Department Mr SAFARAUDHEEN for

giving me proper instructions for completing my project.

I would like to express my sincere thanks to all the faculty members of

the Department Of Commerce for giving inspiration, timely guidance and
encouragement.

My thanks to librarian and assistant librarian for the valuable help in this
project.

I express my heartful thanks to all the respondents of the project work,

who were friendly and co-operative during the data collection.

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I also express sincere gratitude to my parents,friends,relatives and well

wishes for their abundance utmost care.

ANJUSHA P

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LIST OF CONTENTS

CHAPTER
TITLE PAGE NO
NO

LIST OF TABLES

LIST OF CHARTS

1 INTRODUCTION 1-6

REVIEW OF LITERATURE AND THEORITICAL

2 7-12
FRAME WORK .

3 INDUSTRY AND COMPANY PROFILE 13-19

4 DATA ANALYSIS AND INTERPRETATION 20-41

SUMMARY, FINDINGS, SUGGESTIONS AND

5 42-46
CONCLUSION

BIBLIOGRAPHY 47-48

APPENDIX 49-54

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LIST OF TABLES
PAGE
NO TITLE
NO

Analysis based on classificatory variables

22-23
socio-economic status of respondents.

4.7 Reason for selection of Fastrack watch. 24

4.8 Knowledge about the brand. 25

4.9 Period of usage of Fastrack watches . 26

4.10 Comparison of Fastrack watches with other brands. 27

4.11 Recent customer service experience. 28

Reason for purchasing Fastrack watch instant other

4.12 29
brands

Effectiveness of customer service of Fastrack

4.13 30
watches.

4.14 Time taken to solve customers problem. 31

4.15 Willingness to purchase competitor's watch. 32

4.16 Product range of Fastrack watches. 33

4.17 Affordability of Fastrack watches. 34

4.18 Comparison of Fastrack watches with other brands. 35

4.19 Would you like to change your brand. 36

4.20 Suggestion for improving quality of service. 37

4.21 Will you Recommend the product to others. 38

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Is the watch Suitability of the product for every age

4.22 39
group.

4.23 Competency of Fastrack watches . 40

4.24 Economic Factors. 41

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LIST OF CHARTS
PAGE
NO TITLE
NO

4.7 Reason for selection of Fastrack watch 24

4.8 Knowledge about the brand 25

4.9 Period of usage of Fastrack watches 26

4.10 Comparison of Fastrack watches with other brands 27

4.11 Recent customer service experience 28

Reason for purchasing fastrack watch instant other

4.12 29
brands.

Effectiveness of customer service of Fastrack

4.13 30
watches

4.14 Time taken to solve customers problem 31

4.15 Willingness to purchase Competitor’s Watch 32

4.16 Product range of Fastrack watches 33

4.17 Affordability of Fastrack watches 34

4.18 Comparison of Fastrack watches with other brands 35

4.19 Would you like to change your brand 36

4.20 Suggestion for improving quality of service 37

4.21 Will you recommend the product to others 38

Is the watch suitablity of the product for all age

4.22 39
group.

4.23 Competency of Fastrack watches . 40

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CHAPTER 1

INTRODUCTION

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INTRODUCTION

In this era of cut throat competition, no company can even survive in the
market place without knowing its product’s strengths and weakness. It has to
fortify itself against threats from the environment and exploit its strength or
increase profits. And in order to do so , the company has to conduct regular
surveys to know the customer's opinions , needs , and preferences. This helps
the company to manufacture the product like wise for each customer's
expectations.

Fastrack is one of the leading wrist watch brand in India ,Fastrack was
launched in 1998. The brand was aimed at the youth segment (15-25 years of
age ). The brand was promoted with the slogan " Cool Watches from Titan
Fastrack has an established brand image for quality, price and ranges of style
it offers. However it is often found that customers have still certain issues
with this brand, one of the issue is that the service after sales is not good.
Customer often find it difficult to repair the watch or change the strap, dial etc.
most of the retail stores doesn't keep spare parts reason being that Fastrack
watches style changes at a faster rate, hence customers are forced for online

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shopping to get their desired watches.

The customer is the basic ingredient of marketing. The development of

marketing strategy is based on understanding of customer and their
preference.

The present study attempts to understand the satisfaction of customer

for their choice in purchasing watch with special reference to watch like
FASTRACK. Now days the watch industry is growing at its fast speed. The
competition is very hard and so many choices are available to customers.

1.2 STATEMENT OF THE PROBLEM

In today’s highly competitive market, business firms are realizing the

importance of being customer focused. Through this study, the researcher
intends to analyses the satisfaction level of the customer of FASTRACK
watches with reference to its reliability, durability, comfort, price and style. The
examining of all these attributes helps to get a clear picture about the
satisfaction level of customers. This study gives out some suggestion and
ideas to the company. It will help the management to takes necessary steps
to improve their marketing strategies. In this situation it needs to be studied,
could FASTRACK watches satisfy its customers and what is the level of
satisfaction of its customers.

1.3 SIGNIFICANCE OF THE STUDY

The watch industry is in the current scenario is booming and

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undergoing a rapid growth. The emergence of new generation private and

foreign watches in the Indian watch market has raised the competitiveness in
the industry. The study aims at identifying extend to which the product quality
of a watch affects its competitiveness. The outcome of the study reveals the
current perception about the watches rooted in the minds of the customers
which could be useful in formulating the strategies in future operations of the
company, for the attainment of its goals in this competitive scenario.

1.4 OBJECTIVES OF THE STUDY

1. To find out levels of customer satisfaction towards FASTRACK

watches.

2. To understand the existing product features in FASTRACK watches.

3. To identify the customers perception towards FASTRACK watches

4. To identify the factors influencing for purchasing FASTRACK watches.

1.5 RESEARCH METHODOLOGY

Research is a systematic approach to a purposeful investigation. It is an

inevitable part of project work. It deals with research design, data collection
methods, various statically tools etc. It helps to find solutions to a problem
through application of systematic and scientific methods.

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1.5.1 SOURCES OF DATA

The main sources of data collection are primary and secondary data.

1.5.2 SECONDARY DATA

It means data that are already available i.e. it refers to the data which
have already been collected and analysed by someone else. The data was
collected from the websites and journals, magazines etc.

1.5.3 PRIMARY DATA

Information obtained from the original source by research is called

primary data. They offer much greater accuracy and reliability. The data was
collected from the respondents through the questionnaire.

The primary data was obtained from customers of rural area in

Wandoor panchayath. It was obtained detailed survey using a scheduled
questionnaire.

1.5.4 RESEARCH DESIGN

Research design is the arrangement of conditions for collection and

analyse of data in a systematic manner that aims to combine relevance to
research purpose with economy in procedure. The research study applied here
is purely descriptive.

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1.5.5 SAMPLE DESIGN

 SAMPLE SIZE

Sample size has been limited to 50. Considering the time factor
through direct method.

 SAMPLING TECHNIQUE

Non-random sampling…… convenient sampling

 SAMPLING AREA

Customer satisfaction towards Fastrack watches to Nilambur

area.

1.5.5 TOOLS OF DATA COLLECTION

The data required for the study were collected from selected samples.
The tools used for data collection is a pretested structured questionnaire.

1.5.6 TOOLS USED FOR DATA ANALYSIS

 Percentage

 Weighted ranking method

1.5.7 TOOLS USED FOR DATA PRESENTATION

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 Tables

 Bar diagram

 Pie diagram

1.6 PERIOD OF THE STUDY

The study took a period of days from 15th February 2018 to 9th March 2018

1.7 LIMITATIONS OF THE STUDY

The following are the limitations of the study;

1-Watches has become the most necessary commodity/service, so it was

difficult to define the population in a particular place.

2-50 respondents cannot represent the population, as a whole. So the findings

may be biased.

3-Time plays havoc role in data collection. So, the sample is restricted to 50.

4-Chance of biased responses from the customers.

5- Price of watches is confined only to a particular period or season. So the

respondents were not able to fill in proper price of their watch.

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6- This study is confined only perception of customers in an MALAPPURAM

District with special reference to NILAMBUR AREA and not other areas.

1.10 CHAPTER PLAN

The project work is logically divided and presented in to five chapter

The first chapter is an introduction, which deals with a broad outline of study,
statement of problem significance of the study, objective of study, research
methodology, tools of analysis and presentation, limitation of the study and
chapter plan.

The second chapter consist of review of literature And Theoretical

frame work.

The third chapter consist of detailed study of industry and company

profile.

The fourth chapter deals with Data analysis and interpretation of study.

The last chapter concerned with summary , findings , suggestions and

conclusion based on the analysis of the study.

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CHAPTER 2

REVIEW OF LITERATURE AND THEORITICAL

FRAME WORK

OF THE STUDY

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REVIEW OF LITERATURE
2.1 LITERATURE REVIEW
1.Barry, Ann Marie Seward: Visual intelligence, 1997, In educated societies, the
human brain has been trained to analyze text in a way that a reader is able to
interpret writing as whatever he or she sees in the meaning of the words by
analyzing the context in which the text was written.

Through teaching people to read and analyze literature, the educated

society has become more accustomed to picking apart the words they are
reading. That same process, however, does not hold true for the human
perception of images. Through societal norms, We have grown accustomed to
accept images as truth without using the same analytical process to pick
apart images in the way we do text. The human perception of " truth in
images" plays a major role in the modern do day trend of manipulating
photographs. In this increasingly digital age, photographs can be manipulated
portray an illusion of whatever the manipulator wants the picture to be. This
can be especially prevalent in print advertising, where the main goal is to
influence the needs or desires of a consumer with persuasive images.

2.Economic Times, 10 march 2012, Titan's play in the lifestyle category is

similar to what US watch and accessory brand fossil did diversifying into
eyewear, hand bags, jewellery, shoes and apparel (in some geographies).
Titan industries, which started as a watch brand in 1984, are taking a fresh
gamble to turn into a full scale lifestyle company.

3. David S Landes ; Revolution in time, 2004, world of time keeping in general

and mechanical watches in particular is a fascinating and complex field.
Highly complex micro-mechanical systems, the history of development of
movements and design trends and political and personal intrigues of industry
provide for interesting reading and endless opportunity for research.

4.Times magazine, March 2001, Extra ordinarily innovative technology coupled

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with a fresh sense of style in the Titan Fastrack watches became an instant
rage especially with youths. In the Titan portfolio it is believed to contribute a
4% value. Significant rise in Titan Fastrack watches sale has subsequently
compelled Titan to establish it as a separate brand. More than a need,
wristwatch has now become a fashion statement among the youth.

5. PeterBron; Wrist watch annual, 2004, Every year hundreds of wrist watches
are introduced. some features innovative designs or mechanical
improvements and others available only in limited editions, keeping the field
interesting for collectors.

6. Merchant Account Glossary Points out that, "customer satisfaction is an

ambiguous and abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and produce/service to
produce/service...."

7.Oliver (1997) " satisfaction is the customers fulfilment response. It is

judgment that a product or service feature, or the product of service itself
provided ( or is providing ) a pleasurable level of consumption-related
fulfilment, including levels of under-or ever-fulfilment".

8.Ramprasad,2001, Information about the opinion of the customer regarding a

product or service is of essential importance, and can be obtained is several
ways, such as customer surveys, phone interviews, and customer panel
discussions. It is also important to measure customer orientation
continuously.

9.Hubert Ramprasad, 2001, What the company things its customer wants is
not necessarily the same as what the company things it has to offer is not
necessarily the same as what the company offers is not necessarily the same
as How the customer experiences this is not necessarily the same as what the
customer really wants.

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THEORETICAL FRAME WORK

CUSTOMER SATISFACTION

INTRODUCTION TO CUSTOMER SATISFACTION

The modern concept of marketing realized that measuring consumer

needs or behaviour was not enough. Customer satisfaction should be the core
and correct perception on which marketing policies of our organization
should be built. Customer satisfaction has vital role in sustaining and
improving hold on the market. Customer or buyer is the central figure of all
marketing activities. It is the customer who determines the growth , prosperity
and even existence of a business enterprise.

A business enterprise without having consumer understanding cannot

fulfil its obligation of customer satisfaction. The consumers needs, attitudes
and buying behaviour are ever changing. The buying behaviour of consumers
depends on certain like income, location , social status; psychology etc.
customer satisfaction is the key to organizational success.

MEANING OF A CUSTOMER

"Customer is a person who buys goods and services for his own
consumption for a satisfaction of his needs. " Thus customer is an ultimate
user of a product. The term customer is used to deal with situation where the
product cannot be directly consumed. Customer buy and avail services.

MEANING OF CUSTOMER SATISFACTION

Satisfaction is the customer's fulfilment response. It is a judgment that

a product or a service feature, or the product or service itself, provides a
pleasurable level of consumption related, Fulfilment. In minimal technical
terms, this definition can be translated to mean that satisfaction is the
customers evaluation of a product or service to when product usage or the

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service experience takes place over the time, satisfaction may be highly
variable depending on which point the usage or experience cycle is focused
on.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly

becoming a vital business issues as organization realize that the benefits of
customer Relationship Management (CRM) For providing effective customer
service. Many companies are aiming for high satisfaction because customers
who are just satisfied still find it easy to switch, when a better offer comes
along.

In this highly competitive world customers plays a very important role.

Thus, if a company wants to survive then it should look forward to the
determinants of customer satisfaction.

Satisfaction is a person's feelings of pleasure and disappointment

resulting from comparing a product's perceived performance in relation to his
or her expectation.

BRAND LOYALTY

The degree to which consumers are committed to particular brands of

goods or services depend on no. of factors: the cost of changing
brands(switching cost), the availability of substitutes, and the perceived risk
associated with the purchase, and the degree to which they have obtained
satisfaction in the past etc. It may be more costly to change brands as
awareness of substitutes is limited, and because higher risks may accompany
services, consumers are more likely to remain customers of particular
companies with services or goods. Greater search costs and monetary costs
may be involved in changing brands of services than in changing brands of
goods. Because of the difficulty obtaining information about services,
customers may be uncertain about the ability of alternatives to increase

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satisfaction over present brands. If consumers perceive greater risks with

services , as is hypothesized here, they probably depend on brand loyalty,
described as a means of economizing decision effort by substituting habit for
repeated, deliberate decision, functions, as a device for reducing the risks for
consumer decisions.

Final reason for consumers being more brand loyal with services, is the
recognition of the need for repeated patronage in order to obtain optimum
satisfaction from the seller. Becoming a regular customer allows the seller to
gain knowledge of the customer's tastes and preferences, ensures better
treatment, and encourages more interest in the customer's satisfaction.

CUSTOMER PERCEPTION

Perceptions are always considered relative expectations. Because

expectations are dynamic, evaluation may also shift over the time - from
person to person from culture to cultures. Customers perceive the services in
terms of the quality of the service and how satisfied they are all over with
their experiences. These customers - oriented terms-quality and satisfaction
have been the focus of attention for executives and researchers alike over the
last decade or more. companies today organize so that they can compete
more effectively by distinguish themselves with respect to service quality and
improved customer satisfaction.

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CHAPTER 3

INDUSTRY AND COMPANY

PROFILE

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INDUSTRY PROFILE

INTRODUCTION

Today, a wrist watch is considered as much of a status symbol as a

device to tell time. In an age when cell phones and digital pagers display tiny
quartz clocks, the mechanical wristwatch has slowly become less of an object
of function and more a piece of modern culture. Walk into the boardroom of
any fortune 500 company and you're likely to see dozens of prestigious
wristwatches, including such names as rolex, vacheron Constantine, Frank
Muller, Jaeger- Lecoultre and even patek Philippe.

Watch works were developed when coiled springs were introduced as a

source of power. This type of spring was used in Italy about 1450. About 1500
Peter Heinlein, a locksmith in Nurnberg Germany , began producing portable
timepieces known popularly as Nurnberg eggs. In 1525 another artisan, Jacob
Zech of Prague, invented a fuse, or spiral pulley, to equalize the uneven pull of
the spring. Other improvements that increased the accuracyof included a
spiral hairspring, invented about 1660 by British inventor Thomas Mudge
about 1765.

Minute and second hands, and crystals to protect both the dial and
hands, first appeared on 17th century watches. Jewelled bearings to reduce
friction and prolong the life of watch works were introduced in the 18th
century.

In the centuries that preceded the introduction of machine-made parts,

craftsmanship of a high order was required to manufacture accurate, durable
clocks and watches. Such local craft organizations as the Paris guild of
Clockmakers (1544) were organized to control the art of clock making and its
apprenticeship. A guild known as the Clockmakers Company, founded in

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London in 1630, is still in existence The Netherlands ,Germany, and

Switzerland also produced many fine artisans whose work was noted for
beauty and a high degree of mechanical perfection.

The success of the wristwatch was born out of necessity, and Rolex
continued this tradition by introducing a series of professional , or tool
watches in the early 1950s. These models, including the submariner , Explorer,
GMT-Master, included features and attributes that were essential for a
specific task or subsequently been issued to numerous militaries, including
the British Royal Navy, Royal Canadian Navy and British royal Marines, as well
as the U.S. Panerai have also supplied specialty watch models for military
duty.. with the general public now leaning toward high-tech digital gadgets, the
classic mechanical wristwatch come to the market.

COMPANY PROFILES

TITAN INDUSTRIES

PRODUCT PROFILE

FASTRACK WATCHES

The journey begun on 1998 as a sub brand of Titan & went ahead as big
as the parent brand. It came up when Timex split up with Titan. The youth
associated the brand with their parents and stayed away from it. It was
missing out on the 450 million potential segments for which it had no market
offering. teenagers and youth. Fastrack was prompted with slogan
'CoolWatches From Titan'. It became the youth face of the country's largest
selling watch brand. Initially they started for male early jobbers then 2 year
2003-2004. but 2005 they create new log and tax line Move on & how many
you have. They came up with 360 degree media advertisement . The sale

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grows by next year brand was worth 29crore in 2009 they came up with belt,
Wallet and bags. In 2008-09 it achieved 300crore turnover with 1.5 million
watch sales. In 2011 they were awarded for best use of a platform . Today the
Fastrack brand contributes 25% of titan sales & major part comes from
watches.

Fastrack is the brand for the young generation which is part of the
brand. Many brands have vice lines which target a separate segment of
population. This helps to maintain a unique identity for each brand and also
helps the mother company to differentiate between the focus area for the
different brands. Thus , In India , Titan is a company which is part of the
renowned Tata group and it has launched Fastrack which caters mostly to the
young generation.

WATCHES

The Hip Hop range

The latest collection which is featured is the Hip Hop range. True
to the flamboyant style of the hip hop culture, the watches have distinct
styles and surprise elements in design. The most stunning piece is the
3049YM01 for guys.

The Bikers range

If you look at the Bikers collection, you would be taken aback by some
of the sleek designs that this collection has for young women. Overall the
designs are sporty and come with round dials, leather or metal straps and are
trendy and sporty and come with round dials, leather or metal straps and are
trendy and sporty in style.

The Denim range

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The Denim collection amongst Fastrack watches are unique and are
highly in demand. These feature mostly square designs where the case may
be round but the dial is square shaped. The dial shapes and case shapes
differ in each model and so do the straps. From leather to metal , there are
straps which come in the denim material, making it perfect for pairing with
your favourite pair of jeans.

The Army range

This range probably represents the most elaborate designs amongst

Fastrack watches. The straps are wide in which the watch is embedded. The
dial is in the form of a bullet and the glass is designed to camouflage the dial.
The leather straps add an expensive aura to these watches which are made
for true fans.

CURRENT BEHAVIOUR OF FASTRACK

Fastrack showing time without compromising on quality, Fastrack is an

important part of the expansion plans, targeting 880 Cr turnovers for the fiscal
year 2013-2014. Fastrack contributes the largest share of profit to titan i.e
30-40%. earlier Fastrack targeted at 12-25 olds and positioned along the line
'cool f individual brand to target the segment is mid-price ranged watches and
its targets the urban spectrum of college, young and young-at-heart and
people who " niche audience". Are fashions conscious but are price sensitive.
Fastrack watches are having different colours like black, blue, white, silver,
multicolour etc. And its price starts from 500/- to 300/-.

CUSTOMER SEGMENTATION:

After carrying out an in-depth market study, Titan identified three

distinct markets segments for its watches. The segments were arrived at
using benefit and income level as the bases. The first consisted of the high

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income/ elite consumers were buying a watch as a fashion accessory not as a

mere instrument showing time. The next segment consisted of consumers
who preferred some fashion in their watches but to them price did matter.
The third segment consisted of the lower-income consumers who saw a
watch mainly as a time-keeping device and bought mainly on the basis of
price.

ADVERTISEMENT AND PROMOTION

Observing the advertisement it can be mentioned that Fastrack is trying

to capture a youth segment of market using spots person ViratKohli as a
brand ambassador. The famous Fastrack ads were Yes Sir ad, Move on ad.

Titan has made a mark television promotions, too, where its

advertisements have been noticed for the music tracks used in them. In 1991,
Titan created a set of three promotional films to develop the gifting market.

Advertising aside, the conception and ambience of Titan 's own retail
outlets have been a powerful promotional tool for the company's products,
these are strategically located in the newer parts of cities and towns, always
with a highly refined and uniform frontage with window displays that invite
people to walk in the 160 'World of Titan ' showrooms across 90 cities in the
country, refurbished in 2001, are symbolic of the brand's sophistication.

Fastrack had a good start. During the first year, the brand clocked a
turnover of RS 15 crore. The good run continued till 2001-2002 and the brand
was worth RS 25 Crore at the period. But the sales stagnated. Although the
brand appealed to youngsters, price was significant dampener. The brand
found that the target group which consisted of college students could not
afford this brand. During 2003-04, the brand went in for a repositioning
exercise targeting executive segment as well as casual watch segment. It was
a suicidal experiment. The brand sales came down to RS 23crore. The change
in positioning did not fit well with the brand. The consumers were not willing

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to pay 1200-2700 for a watch that did not have the executive image.

In 2005, the brand went for another repositioning exercise with a new
logo and new positioning. The brand adopted the famous break-away
positioning of Swatch. The brand decided to target the youngsters again but
for that the brand had to break the price barrier. The brand discarded the
steely look of the watches and looked at the mix of plastic and steel. It was a
perfect cut-copy from the strategy adopted by Swatch. By doing so, the brand
was able to reduce the price range to RS 500.

The brand then took the help of advertising to change the perception of
watches as a functional tool to a fashion accessory. The brand launched a
campaign with the slogan "How many you have".

The campaign, the positioning and the price was a great hit. The brand
sales zoomed to RS 35crore. The sunglasses also contributed significantly to
this sales boost. Fastrack have adopted the following core brand values.

>Fashionable and trendy

> Affordable

> Fresh communication to attract the young consumers. The brand wanted to
be the ultimate fashion accessory for the youth.

For the sunglasses, the brand roped in the youth icon john Abraham as
the brand ambassador is the celebrity fitted well with the brand. Taking a cue
from the fact that most of the TG for Fastrack owned a bike, Fastrack
launched a biker's collection which again is a classic example of
consumer-centric product innovation. The latest innovation is the neon - disc
range of Fastrack watches that does not have hands to show the time but
have electroluminescent disc that list up to show the time.

Another advantage for this brand is the freshness that the agency had
bought in its communication. Most of the Fastrack ads have been refreshing.

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The brand had adopted a 360 degree approach in its communication and it is
an example of a brand which had used social media to its advantage.

PRICING

The price of the models of Fastrack ranged from Rs. 550 to Rs 5230
and was designed exclusively keeping in mind the generation X of the
subcontinents. Titan's primary pricing objective is to kill competition. Being an
Indian manufacture and infusing the advantages of the Indian market with the
dynamics of the western ,market the company has carved itself a place
difficult to achieve by foreign players.

PRICE DISCOUNTS AND ALLOWANCES

Fastrack once a year comes out with a price discount sale on the MRP
of the watches which is based on the stock carried by the company at the
year end. Warranties and service contracts Fastrack provides warranty or
service contract to its watches and this is backed up by the name TATA
which is especially needed to convince and march ahead in the lower segment
market. Product line pricing Tata's have paid Rs. 10crore for the three-year
contract.

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CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

ANALYSIS AND INTERPRETATION

This chapter deals with analysis and interpretation of the data collected
with the help of interview scheme.

The study intended to analyse the customer satisfaction of Fastrack watches

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with special reference to NILAMBUR.

The data analysed and presented in the form of table with necessary
interpretation. Various methods are used for this analysis.

For evaluating the quality of customer satisfaction of Fastrack watches, a

number of critical variables are selected for conducting an in depth analysis.
The results of the analysis are presented in the following sections.

ANALYSIS BASED ON CLASSIFICATORY VARIABLES

SOCIO-ECONOMIC STATUS OF RESPONDENTS

SL NO GENDER FREQUENCY PERCENTAGE

1 Male 15 30%

2 Female 35 70%

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Total 50 100%

SL NO AGE FREQUENCY PERCENTAGE

1 Below 25 22 44%

2 26-35 18 36%

3 36-45 7 14%

4 Above 45 3 6%

Total 50 100%

SL NO EDUCATION FREQUENCY PERCENTAGE

1 School level 21 42%

2 Under graduate level 18 36%

3 Post graduate level 6 12%

4 others 5 10%

TOTAL 50 100%

SL NO OCCUPATION FREQUENCY PERCENTAGE

1 Professional 4 8%

2 Business 18 36%

3 Employee 11 22%

4 Student 17 34%

TOTAL 50 100%

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SL NO MARITAL FREQUENCY PERCENTAGE

STATUS

1 Yes 24 48%

2 No 26 52%

Total 50 100%

SL NO INCOME FREQUENCY PERCENTAGE

1 Below 5000 22 44%

2 5000-10000 9 18%

3 10000-15000 7 14%

4 15000-20000 9 18%

5 Above 20000 3 6%

Total 50 100%
Source: primary data

INTERPRETATION

The above table shows that Gender wise classification shows that
30% of the respondents were male and 70% of the respondents were
female. Age wise classification table shows that 44% of the respondents
belong to the age group below 25, 36% of them were 26-35, 14% belong
to the age group 35-45, only 6% of the respondents were above 45. It is
inferred that (44%) majority of the respondents belong to the age group
below 25. Educational Qualificationof respondents on the table shows
that 42% of the respondents were under school level, 36% were under
graduate, and 12% were included in others. It referred that majority (42%)
of the respondents were under graduates. Table for occupational

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customers shows that 36% of the respondents were business man, 28%
of them were students, 12% of respondents were self-employees.

The analysis of marital status shows that 48% of respondents says Yes
and 52% of respondents says No. The income level analysis says 44% of
respondents are below 5000, 18% of them were getting between
5000-10000, 14% of respondents were getting 10000-15000, 18% were
getting 15000-20000 and the remaining only 6% getting above 20000.

Table No 4:7

Reason for selection of Fastrack watch

SL NO REASON FREQUENCY PERCENTAGE

1 Brand value 26 52%

2 Style 15 30%

3 Quality 6 12%

4 Others 3 6%

Total 50 100

Source: primary data

Chart No 4:7

Reasons for selection of Fastrack Watch

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60%

50%

40%

30%
52%

20%
30%
10%
12%
6%
0%
Brand value Style Quality Others

Source: Table No 4.7

INTERPRETATION

From the above table more of the customers are purchasing Fastrack
watches by the reason of its brand value(52%), 30% of the people are
purchasing Fastrack watches by the reason of style, 12% of the people are
purchasing Fastrack watches by the reason of Quality , and 6% of the people
are purchasing Fastrack watch by other reasons

Table No 4:8

Knowledge about the brand

SL NO VARIABLE FREQUENCY PERCENTAGE

1 Advertisement 26 52%

2 Social network 7 14%

3 Peers 6 12%

4 Family 10 20%

5 Others 1 2%

Total 50 100%

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Source: primary data

Chart No:4:8

Knowledge about brand

60%

50%

40%

30%
52%

20%

10% 20%
14% 12%

0% 2%
Advertisement Social network Peers Family Others

Source: Table No 4.8

INTERPRETATION

From the above table 52% of the respondents know the Fastrack brand
through Ads, and 20% of the people through family, and 14% from social
network and 12% through peers and only 2% respondents knows this brand
via other sources

Table No 4:9

Period of usage of Fastrack watches

SL NO PERIOD OF USAGE FREQUENCY PERCENTAGE

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1 0-6 months 6 12%

2 6-12 months 11 22%

3 12-18 months 10 20%

4 More than 18 23 46%

months

Total 50 100%

Source: primary data

Chart No 4:9

Period of usage of Fastrack Watches

More than 18 months 46%

12-18 months 20%

6-12 months 22%

0-6 months 12%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Source: Table No 4.9

INTERPRETATION

The above tables shows that, 46% of the respondents used Fastrack watches for
more than 18 months. 22% of them used for 6-12 months, 20% of the respondents

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used 12-18 month &only 12% of the respondents used only before 0-6 months. It
inferred that(46%) majority of the respondents used the Fastrack watches for more
than 18 months.

Table No 4:10

Comparison of Fastrack watches with other brands

SL NO OPINION FREQUENCY PERCENTAGE

1 Excellent 11 22%

2 Good 20 40%

3 Satisfactory 12 24%

4 Poor 7 14%

Total 50 100%

Source: primary data

Chart No 4:10

Comparison of Fastrack watches with other brands

Poor 14%

Satisfactory 24%

Series1

Good 40%

Excellent 22%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Source: Table No
4.10

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INTERPRETATION

From the above table shows that, 40% felt that Fastrack Watches are good
than its competitors, 24% of them felt Satisfactory, 22% of them were
Excellent and only 7% of the respondents felt poor. It inferred that majority
(40%) of the respondents felt that Fastrack watches are good than its
competitors.

Table No 4:11

Recent customer service experience

SL NO RESPONSE FREQUENCY PERCENTAGE

1 In person 6 12%

2 By phone 18 36%

3 Through 22 44%
retail/dealer

4 Other 4 8%

TOTAL 50 100%

Source: primary data

Chart No 4:11

Recent customer service experience

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50%

45%

40%

35%

30%

25%
44%
20%
36%
15%

10%

5% 12%
8%
0%
Source: Table
In person No By phone Through retail/dealer other

4.11
INTERPRETATION

As from the above table it can be seen that 44% of the respondents have the recent
customer service experience through retail/dealer have sufficient knowledge about their
products. 36% of them by phone to this.12% of the respondents in person to this and 8% of
the respondents to this. The customers are using in more through the retail/dealer.

Table 4:12

Reason for purchasing Fastrack Watch

SL REASON FREQUENCY PERCENTAGE
NO

1 Style range is good 13 26%

2 It is worth the money 21 42%

3 Advertised collection is available in 7 14%

store

4 Satisfied with what I paid for what I 9 18%

bought

Total 50 100%

Source: primary data

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Chart No 4:12

Reason for purchasing Fastrack Watch

0.45

0.4

0.35

0.3

0.25

0.2 42%

0.15
26%
0.1
18%
14%
0.05

0
Style range is good Advertised collection is available

Source: Table No
INTERPRETATION

From the above table we can ascertained that 42% of the respondents
bought the Fastrack watch because of its it is worth the money comparing to
other brands, and 26% respondents bought Fastrack because Style range is
good, and 14% customers are buying this brand because advertised collection
is available in the store, and remaining 18% buying Fastrack because they
satisfied with what I paid for what I bought.

Chart No 4:13

Effectiveness of customer service of Fastrack watches

SL NO RESPONSE FREQUENCY PERCENTAGE

1 Strongly agree 9 18%

2 Agree 21 42%

3 Disagree 11 22%

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4 Strongly disagree 4 8%

5 Neutral 5 10%

Total 50 100%

Source: primary data

chart No 4:13

Effectiveness of customer service of Fastrack watches

45%

40%

35%

30%

25%

20% 42%

15%

10% 22%
18%
5% 10%
8%
0%
Strongly agree Agree Disagree Strogly disagree Neutral

Source: Table No

INTERPRETATION

As from the above table it can seen that 18% of the respondents
have strong agreement that the customer service personnel have
sufficient knowledge about their product. 42% of them agree to this 22%
of the respondents disagrees to this and 8% of the strongly disagrees
this. Remaining 10% of the respondents neutral to this. Most of the
customers felt that customer’s service personnel have good knowledge
about the product.

Table No 4:14

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Time taken to solve customers problem

SL NO RESPONSE FREQUENCY PERCENTAGE

1 Immediate 18% 36%

Resolution

2 Less than a day 8 16%

3 2-3 days 11 22%

4 More than a week 4 8%

5 Not applicable 9 18%

Total 50 100%

source: primary data

Chart No 4:14

Time taken to solve customers problem

Not applicable 18%

More than a week 8%

2-3 days 22%

Less than a day 16%

Immediate Resolution 36%

0 0.05 0.1 0.15 0.2 0.25 0.3 0.35 0.4

Source: Table No
INTERPRETATION

from the above table we can understand that 36% of the Fastrack watch
customers are get immediate resolution for their problem, and 22%
customertake 2-3 days, 18% customers problem are not apply this service to
their problems. 8% customers make more than a week resolution. In this

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table we can ascertained that more of the customers are satisfied (36%) with
Fastrack customer service. Because of their problems are solved immediately.

Table No 4:15

Willingness to purchase Competitor’s Watch

SL NO RESPONSE FREQUENCY PERCENTAGE

1 YES 21 42%

2 NO 29 58%

Total 50 100%

Source: primary data

Chart 4:15

Willingness to purchase Competitor’s Watch

42%

YES
NO
58%

Source: Table No
INTERPRETATION

From the above table it can be seen that 42% of the respondents says
that they likes to buy watches of competitor brands Fastrack watches and

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they have watches of other brand, 58% of them say that they didn't like to buy
any other brands, and they believe Fastrack is good comparing to other
brands. They do not have any watches of other brand.

Table No 4:16

Product range of Fastrack watches

SL NO RESPONSE FREQUENCY PERCENTAGE

1 Highly satisfied 14 28%

2 Satisfied 21 42%

3 Dissatisfied 10 20%

4 Highly 3 6%
dissatisfied

5 Neutral 2 4%

Total 50 100%

Source: primary data

Chart No 4:16

Product range of Fastrack watches

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neutral

highly dissatisfied

dissatisfied

satisfied

highly satisfied
Source: Table No
0 0.05 0.1 0.15 0.2 0.25 0.3 0.35 0.4 0.45

INTERPRETATION

The above table shows that 28% of the respondents highly satisfied that the
product range provided by Fastrack is satisfying. 42% Of the respondents satisfied to
this. While 20% dissatisfied this, 6% highly dissatisfied and remaining 4% neutral
this. Majority of customers are satisfied with productrange of brand. I t will help the
brand to establish new leads & to have new customers with reference to their
existing customers.

Table No 4:17

Affordability of Fastrack watches

SL NO AFFORDABLE FREQUENCY PERCENTAGE

1 Strongly agree 16 36%

2 Agree 24 48%

3 Disagree 8 16%

4 Strongly agree 2 4%

Total 50 100%

Source: primary data

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Table No 4:17

Affordability of Fastrack watches

60%

50%

40%

30%

48%
20%
36%

10%
16%

4%
0%
Strongly agree Agree Disagree Strongly disagree

Source: Table No
INTERPRETATION

From the above table shows, 48% Of respondents agreed that Fastrack
watches are affordable. 36% of them strongly agreed it. 16% of them
disagreed it. Only 4% of them strongly disagree it inferred that majority (48%)
of the respondents agreed that Fastrack watches are affordable.

Table No. 18

Comparison of Fastrack watches with other brands

SL NO Opinion FREQUENCY PERCENTAGE

1 Excellent 11 22%

2 Good 20 40%

3 Satisfactory 12 24%

4 Poor 7 14%

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Total 50 100%

Source : Primary data

Chart No. 18

Comparison of Fastrack watches with other brands

Poor 14

Satisfactory 24

Good 40

Excellent 22

0 5 10 15 20 25 30 35 40 45

Percentage

Source: Table No
INTERPRETATION

From the above table shows that 40% felt that Fastrack watches are
good than its competitors, 22% of them felt excellent, 24% of them were
satisfied and only 14% of the respondents felt poor. It inferred that majority
(40%) of the respondents felt that Fastrack watches are good than its
competitors.

Table 4:19

Would you like to change your brand

SL NO RESPONSE FREQUENCY PERCENTAGE

1 Yes 16 32%

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2 No 34 68%

Total 50 100%

Source: primary data

Table 4:19

Would you like to change your brand

32%

YES
NO

64%

Source: Table No
INTERPRETATION

It can be seen from the above table that 68% of the respondents did not
ready to change their brand, 32% of the respondents say that they like to
change their brand.

Table 4:20
Suggestion for improving quality of service

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SUGGESTIONS NO. PERCENTAGE

RESPONDENTS

Minimization of service time 7 14%

Better customer care 21 42%

Better communication of product 10 20%

details

Modern technology 12 24%

Total 50 100%

Source: primary data

Table 4:20
Suggestion for improving quality of service

0.45

0.4

0.35

0.3

0.25

0.2 42%

0.15
24%
0.1 20%
14%
0.05

0
Minimization of service time Better communication of product details

Source: Table No
INTERPRETATION

It can be seen from the above table that according to 14% of respondent's
minimization of service time is the suggestions for improve quality of services.
According to 42% of the respondents better customer care is the suggestion for
improving quality of services. According to 20% of the respondents better
communication of product detail is the suggestion. According to 24% of them
modern technology is the suggestion. None of the respondents put forward the
suggestion of minimization of service time.

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Most of respondents are demanded that Fastrack should better its customer
care with more pleasing nature, willing to help them etc. in order to attain the
customer satisfaction.

Table 4:21

Will you recommend the product to others

SL NO RESPONSE FREQUENCY PERCENTAGE

1 Yes 32 64%

2 No 18 36%

Total 50 100%

Source: primary data

Chart 4:21

Will you recommend the product to others

36%

yes
no

64%

Source: Table No

INTERPRETATION

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From the above table it can be seen that 64% of the respondents
says they are recommend Fastrack watch their friends. 36% of them
says they didn't recommend Fastrack watch to their friends.

Table 4:22
Is the watch Suitability of the product for all age group
SL NO RESPONSE FREQUENCY PERCENTAGE

1 Youngsters 21 42%

2 Old age group 9 18%

3 Middle group 11 22%

4 All the above 9 18%

Total 50 100%
Source: primary data

Chart 4:22

Is the watch Suitability of the product for all age group

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45%

40%

35%

30%

25%

20% 42%

15%

10% 22%
18% 18%

5%

0%
Yongsters old age group middle group all the above

INTERPRETATION

From the above table 42% of the respondents says Fastrack watch is
suitable for youngsters, 22% respondents says that suitable for middle group,
18% respondents are says suitable for old age group, all the above.

Table 4:23

Competency of Fastrack watches

SL NO RESPONSE FREQUENCY PERCENTAGE

1 Better quality 22 44%

2 Affordability 11 22%

3 Modern 9 18%
technology

4 others 8 16%

Total 50 100%

Source: primary data

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Chart 4:23

Competency of Fastrack watches

16%
Others

18%
Modern technology

22%
Affordability

44%
Better quality

0 0.05 0.1 0.15 0.2 0.25 0.3 0.35 0.4 0.45 0.5

Source: Table No

INTERPRETATION

From the above table shows that 44%, felt that Fastrack watches better quality
than its competitors, 22% of them felt affordability, 18% of them were its
modern technology, 16% of the respondents felt that others.

Table 4.24

Economic Factors

Sl Particulars 1 2 3 4 5 Total Weight Ran

N k
Weigh Weigh Weigh Weigh Weigh Weigh Averag
o
t t t t t t e

5 4 3 2 1 Point

1 Price 8 4 8 12 18 122 2.44 5th

2 Availability 3 13 14 15 5 144 2.88 3rd

of finance

3 Maintenan 6 19 10 14 21 165 3.3 2nd

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ce cost

4 Resale 18 9 14 8 1 185 3.7 1st

Cost

5 Cost of 14 6 3 3 24 133 2.66 4th

spares

Source : Primary data

INTREPRETATION

Above table represent number of consumers are purchasing Fastrack

watches based on some factors like good price, availability, of finance,
maintenance cost, resale value, cost of spares by using weighted ranking
method, different values to different rank. The value of Rank 1 (R1) is 5, rank 2
(R2) is 3, rank 3 (R3) is 2, rank 4 (R4) is 1, rank 5 (R5) is 4 each value multiplied
to numbers of frequencies (n) then get weighted value. The highest value gets
first rank.

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CHAPTER 5

SUMMARY, FINDINGS, SUGGESTIONS

AND CONCLUSION

5:1 SUMMARY

The study is attempted to reveal the customer satisfaction of Fastrack

watches with special reference to NILAMBUR AREA.

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The study is divided in to 5 chapters. The first chapter deals with the
design of the study, which includes introduction, statement of the problem,
research methodology, and period of the study, limitations of the study and
chapter plan. The second chapter provides review of literature. The third
chapter deals with the industrial profile, company profile and theoretical frame
work of the study. The fourth chapter presents an analysis and
interpretation. The last chapter highlights summary, findings, suggestions,
conclusion and scope of further research.

5:2 FINDINGS

 As per the survey conducted majority of respondents are in between the

age group of below 25(44%) and small number of respondent lie in the
age group of above 45 (6).

 Through the survey conducted, it is found the majority of the customers

of Fastrack watches are school students(42%).

 This study reveals among the respondents ( 70%) are women and only(
30%) are men.

 Through this study conducted majority of the customers are low

income group.

 Through this study conducted majority of customers of Fastrack

watches are business employees

 Though the survey conducted majority of respondents buy the Fastrack

watch by its brand value (52%).

 Majority of respondents are aware about the various range of products

provided by Fastrack watches through advertisement (52%).

 Majority of the respondents used the Fastrack watches for more than
18 months (46%)

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 Majority of the respondents felt that Fastrack watches are good than its
competitors (40%).

 Through this study, it can understand that majority of people buying

Fastrack watch for instant of other brands because of its worth the
money (42%).

 Majority of customers are satisfied with general behaviour of customer

service Through retail/dealer (44%) is good. Majority of customers use
Fastrack watches only, this shows that loyalty of customers enjoyed by
company. This strong customer loyalty is laying an effective foundation
for Fastrack watches.

 Most of customers are satisfied (42%) with Fastrack’s customers'

enquiry. so Fastrack should give proper knowledge & awareness to their
staff regarding their products and service so they can give sufficient
clarification for all queries that arise from customers.

 Most of respondents are demanded that Fastrack should better its

customer care (42%) with more pleasing nature, Willing to help them etc
in order to attain the customer satisfaction.

 Majority of customers are satisfied(42%) with product range of brand. It

will help the brand to establish new leads and to have new customers
with reference to their existing customers.

 Through the survey conducted we can ascertained that majority of

respondent satisfied that product range of Fastrack watches are good
.and only ( 4%) is highly dissatisfied this.

 Through the survey conducted majority of customers agrees(48%) that

Fastrack watches are affordable.

 It is analysed the most of the customers(68%) are not ready to change

their Fastrack watch.

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 In economic factor analysis, the customers are giving more importance

to Resale cost.

 It is observed that economic factors are negatively influence the

purchasing decision of the Fastrack watches.

5:3 SUGGESTIONS

 Customers of Fastrack watches is well known about the product range

provided by the brand.

 From the survey is clear that service quality offered by the Fastrack
brand has a good influence on customers. So Fastrack should improve
its customer service quality to retain and safety customers.

 In order to improve its sales, ad promotion should be taken care,

excellent customer care should be provided and also it should reduce
its service time..

 Often the product ranges displayed in the ads are not available as soon
as possible . Or the website should provide a solution like-retailing.

 Due to emergence & tough competition from rival Fastrack watches

should soon implement online ordering and selling. If cash on delivery
scheme is implemented it can enhance sales.

 For common doubts & queries suitable recordings can be made. queries
and recommendations can be uploaded in website of Fastrack.

 Website of Fastrack can be improved again by including detailed

information of new products, offers & promotions. I t should also
provide Customers feedback option while they use online.

 It is advisable to the company should not only concentrate on the

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feedback of customers, but also the opinions and suggestions of the

employees working there.

5:4 CONCLUSION

This study entitled " Customer satisfaction of Fastrack watches with

special reference to Nilambur area" and it helps the researcher to identify
various factors affecting the purchasing decision of Fastrack watches.

On the growing influence of globalization on the Indian watch industry ,

a number of global manufactures are coming into the Indian watch industry. In
such a dynamic environment Fastrack need to be more quality conscious

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since the products offered are almost similar by all the watch manufactures in
the industry. Fastrack needs to take serious efforts to make it competitive
and stable in the dynamic market situation by focusing on the service quality
aspects.

Gaining and maintaining consumer preference is a battle that is never

really won. Continued and consistent branding initiatives that reinforce the
consumer's purchase decision will, over time, land the product in consumer
preference set. Attaining and sustaining preference is an important step on
the road to gaining brand loyalty. Most of the consumers prefer Fastrack
watches due to its strong brand images, and the main factor forcing the
customers to buy Fastrack watch is advertisements through the print and
electronic media.

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BIBLIOGRAPHY

BIBLIOGRAPHY

TEXT BOOK REFERRED

 C.R Kothary, 1997 Research Methodology Methods & Techniques (2nd

edition) published by: Vishwaprakashan, Ansari Road, New Delhi.

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 Schiffman Leon G. and kanuk Leslie Lazar, Consumer Behavior (6th

edition) published by: prentice-hall of India private limited.

 Philip kotler, 1998, marketing management (9th edition), New Delhi:

Ashok k. Gosh, prenice Hall of India private Limited.

MAGAZINES

 Indian journal of marketing

 Manorama Fast Track

WEBSITES VISITED

 www.titan.com

 www.fastrackindia.com

 www.slideshare.com

 www.ask.com

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APENDIX

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QUESTIONNAIRE

" A STUDY ON CUSOMER SATISFACTION TOWARDS

FASTRACK WATCHES WITH SPECIAL REFERENCE TO
NILAMBUR AREA "

Dear respondent,

Iam NOUSHAD Acurrently pursuing for B.COM Degree course in SAHYA

ARTS AND SCIENCE COLLEGE VELLAMPURAM, WANDOOR as a part of
my curriculum, I am required to do a Project work. I will be very pleased
if you could kindly spend few minutes for filling up this questionnaire.
Whatever information provided by you will be kept confidential and used
only for the purpose of my study.

Thank you

NOUSHAD A

1. Name :

2. Gender : Male Female

3. Age : Below 25 26-35 36-45 Above-45

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4. Educational Qualification : SSLC +2Degree PG

other

5. Occupation : Student Self Employee Private Job

Business Man Government Employee

6. Marital status: Married Single

7. Monthly Income : Below 5000 5000-10000

10000-15000 15000-20000

Above 20000

8. Reason for selecting Fastrack Watch?

Brand Value Style Quality

Others

9. How you came to know about Fastrackwatch ?

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Advertisement Social Network

Peers Family Others

10. How long you have been using Fastrackwatch ?

0-6 months 6-12 12-18

More than 18 months

11. How you compare Fastrack watches with other brands ?

Excellent satisfactory Good Poor

12. How do you contact the sales representative ?

In person By phone Through retailer / dealer

other

13. Mark your opinion on your choice

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Strongl Agree Disagre Neutra Strongl

y agree e l y
disagre
e

Style range is good

It is worth the
money

Advertised
collection is
available in store

Satisfied with what I

paid for what I
Bought

14. customer services of Fastrack watches are effective

Strongly agree Agree

Disagree Strongly disagree Neutral

15. How long your sales representatives take time to solve your
problem?

Immediate resolution Less than a day

2-3 days More than a week Not applicable

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16. would you like to buy the watches of competitors brands ?

Yes No

17. Price range of Fastrackwatches ?

Highly satisfied Satisfied Dissatisfied

Highly dissatisfied

18. Fastrack watches are affordable

Strongly agree Agree disagree

strongly disagree

19. How you compare Fastrack watches with other brands ?

Excellent Satisfactory Good poor

20. Would you like to change your brand ?

Yes No

21. Suggestion for improving quality of service

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Minimization of service time Better customer

care

Better communication Modern technology

22. Will you recommend this watch to your friend ?

Yes No

23. Is the watch suitable for every age group ?

Youngsters old age group

Middle age group All the above

24. Select the competency of Fastrack watches comparing to

other brands ?

Better quality Affordability

Modern technology others

25. What are the economical factors influencing while choosing

a Fastrack watch ?

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FACTORS RANK

Price

Availability of finance

Maintenance cost

Resale cost

Cost of spares

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