A STUDY ON CUSTOMER EXPECTATIONS AND SATISFACTION

LEVEL TOWARDS AFTER SALES

A Project report submitted to AVS College of Arts & Science (Autonomous), Salem - 636106

In partial fulfillment of the requirements for the award of the Degree of

MASTER OF BUSINESS ADMINISTRATION

By

VARSHA K R

Reg. No. 23PBA126

Under the guidance of

SANKARAVARADHAKARTHIKEYAN V

ASSISTANT PROFESSOR

Department of Management & Research

AVS College of Arts & Science (Autonomous)

Salem - 636106

April 2025
 DECLARATION

I hereby declare that is project work titled

“_________________________________________________” submitted to the AVS College of

Arts & Science (Autonomous), Salem - 636106, in partial fulfillment of requirements for the

Award of the Degree of MBA is an original one and has not been submitted earlier either to this

Colleges or to any other Institution for the award of any degree/diploma.

Date:

Place:

Candidate Signature
 CERTIFICATE

This is to certify that the project entitled “____________________________” is

bona-fide work carried out by VARSHA K R, Register No. 23PBA126 under my Supervision

and guidance during the Fourth Semester in partial fulfillment of the requirements for the

award of the Degree of Master of Business Administration and the work is an original one and

has not framed basis for the award of any degree, diploma, associateship, fellowship or any other

similar title.

Sankaravaradhakarthikeyan V Dr. V. Ramanithilagam

(Project Guide) (Head)

Project work evaluation viva-voce examination conducted on ……………2025 by

Internal Examiner External Examiner

 INDEX

Contents Page No.

Acknowledgement
Certificate
Table of Content
List of Tables
List of Charts

Chapter – I Introduction
I (a) Industry Profile
I (b) 01

Chapter – II Research Methodology

Chapter – III Analysis and Interpretation
Chapter – IV Findings, Suggestions and Conclusion

Bibliography & References

Appendix – Questionnaire
1. INDUSTRY PROFILE:
a. Global industry of textile and garments :
The global textile industry includes textile production, refinement, and retail garment
sales. It is a vast and intricate network that encompasses the production of fibers, yarns, fabrics,
and apparel. It plays a crucial role in the global economy, providing employment to millions of
people worldwide. The industry produces a wide array of products, from basic clothing items to
high-tech textiles used in various industries.
The production process often involves a global value chain, with different stages of
production taking place in various countries. The industry is labor-intensive, particularly in the
garment manufacturing sector. It contributes significantly to the economies of many countries,
both developed and developing.
The industry faces challenges related to environmental sustainability, including water
pollution, greenhouse gas emissions, and waste disposal. Ensuring fair labor practices and ethical
sourcing is a growing concern for consumers and brands.
Market Size and Growth
The global textile and garments market is expected to continue growing at a steady pace,
driven by factors such as:
● Increasing global population and rising disposable incomes
● Rapid growth of the e-commerce sector
● Growing demand for fast fashion and personalized clothing
● Technological advancements in textile production
b. Indian industry:
The textile industry is one of the oldest and most important industries in India. The Indian
textile industry is a key contributor to the country’s economy, with a current contribution of
around 1% of GDP. The sector employs over 45 million people directly and indirectly, making it
one of the largest employment generators in the country.
The industry is currently facing some challenges, including competition from cheaper
imports, high input costs, and declining exports. However, the government has taken some steps
to support the industry, such as providing financial assistance and creating an export promotion
scheme. The textile industry is an important part of India’s economy and culture. It has a long
history and employs millions of people across the country. Despite some challenges, the industry
continues to play a vital role in India’s development.
Importance of Indian textile and garments industry:
The textile industry plays a significant role in the Indian economy, contributing to over
15% of the country’s total exports. It is also one of the largest employment generators in India,
providing direct and indirect employment to over 35 million people.
The sector has witnessed strong growth in recent years, driven by factors such as
increased domestic and foreign demand, government initiatives, and improved infrastructure. The
industry is expected to continue growing at a healthy pace in the coming years, supported by
positive macroeconomic indicators and growing consumer spending.
The industry contributes to the country's GDP and provides employment to millions of
people. The sector is also an important source of foreign exchange earnings.
The textile industry plays a vital role in the Indian economy. It is one of the largest employers,
providing employment to over 45 million people. The sector contributes around 14% to the
country's GDP and is also a major source of foreign exchange earnings.
Growth of textile and garments industry:
The textile industry in India has a long and storied history, dating back to the country's
earliest days. The industry has played an important role in the economic development of India,
providing employment and income for millions of people. The sector has also been a major
source of foreign exchange earnings for the country.
The first evidence of textile production in India dates back to the Indus Valley
Civilization, where cotton was spun and woven into cloth. Excavations of Indus Valley sites have
uncovered fragments of cotton fabric that are believed to be among the oldest surviving examples
of textile production in the world.
The Indian textile industry began to grow rapidly during the British colonial period, when
new technologies and marketing approaches were introduced. The industry continued to grow in
the post-independence era, with the government investing heavily in its development. Today, the
textile sector is one of the most important industries in India, contributing significantly to the
country's economy.
2. COMPANY PROFILE:
Company History & Background:
 MB InCorporated founded in Salem, INDIA in 1962, AKM CORPORATION is a leading
wholesale distribution and sourcing of traditional Indian textiles with exports to various countries
around the globe. After realizing the need to expand to various other products and services and to
capitalize on various other business prospects, the parent company decided on the formation of
MB INCORPORATED. MB INC., is now a budding multinational group of companies driving
strong growth in four distinct core businesses –Textile manufacturing, Export and Import
sourcing, Wholesale distribution and Retailing through privately held entities.
MB Incorporated is a sister concern of KS Garments / AKM Corporation. The KS
Garments / AKM group of companies had its beginning in the year 1962 in Salem as a small
trading house for traditional silk sarees and dhoties. Evoluting after three generations of trading,
MB Incorporated was formed under the guidance of A.K.M. Balasubramaniam father of
Karthikeyan M. Balasubramaniam and Sathya Prakash Balasubramaniam who are now the two
proprietors of MB Incorporated. Mr. Karthikeyan graduated from his Masters in Business
Administration (M.B.A) program specializing in Operations Management and International
Business from J. Mack Robinson College of Business, Georgia State University, Atlanta, USA.
He had worked with his father's company, KS Garments / AKM Corporation, for more
than a year before founding Six House and MB Incorporated. Mr. Sathya Prakash graduated from
his masters degree program in Textiles and Fashion Management from Tampere University of
Technology, FINLAND. He had worked for a few months in KS Garments / AKM Corporation
before going for his studies, and also got experience in founding the brand Areca Good Plates in
Finland. Though the company MB INC. is just founded, it carries the knowledge of three
generations of trading and one generation of international trading. The products of interests for
international outsourcing at present by MB INC. are home furnishings 4 from natural materials,
silk trading, apparel outsourcing, Areca Good Plates, and dreams.Trading dreams. Worldwide.

COMPANY NAME MB INCORPORATE (AALAM WAREHOUSING)

YEAR OF ESTABLISHMENT 1990
NATURE OF BUSINESS EXPORTER AND MANUFACTURER
CEO OF THE COMPANY KARTHIKEYAN BALASUBRAMANIAM
NUMBER OF EMPLOYEES 70
 ADDITIONAL BUSINESS EXPORTER, WHOLESALER, IMPORTER,SUPPLIER
REGISTERED ADDRESS 220/1, KUMARAGIRI PET KUTTIKARADU,
NH-79,SALEM-636015
ANNUAL TURNOVER 10-25 CRORE
LEGAL STATUS OF FIRM PARTNERSHIP FIRM
EMAIL ID [email protected]
PHONE NUMBER 8012706147
WEBSITE www.mbincorporate.com
ADDITIONAL BUSINESS BALU MASTER WEAVER, KS GARMENTS, SATHYA
SILKS, THANGAMAGAN, KAMATCHI SILKS

3. AREA OF SPECIALIZATION: Marketing