8. Education: Maximum Education of respondents from Servis was 16 Years and minimum was 0 years with an average education of 10.76 years. The range was 16 and STD deviation was 3.77186.
9.
10. Education: Maximum Education of respondents from Borjan was 16 Years and minimum was 8 years with an average education of 12.7000 years.STD deviation was 2.25198.
11.
12. There is need for improvement in the design and style of their shoes to attract more customers and to maintain the customer,s satisfaction.
13. Most of the customers were not satisfied with the Staff services of Servis, so they should improve their service quality.
26. Borjan shop, server gold plaza, Gujrat, Pakistan Questionnaire<br /> Questionnaire os Servis:<br /> Section – A<br />Name: ____________________ <br />Age: ______________________ in years,<br />Gender: Male Female <br />Marital Status: Married Unmarried<br />Residential Area Rural Urban <br />Education: ______________ in years, <br />Monthly Income________ in rupees,<br />Brand User______________ in years, <br /> <br /> <br /> <br /> Section – B<br /> You are required to tick only one option.<br />Sr. NoQuestionExcellentVery good GoodFairPoor1.How likely are you to recommend Servis to a friend or relative? Would you say the chances are …2.How likely are you to repurchase products and services from Servis? Would you say the chances are …3.How likely are you to move on another brand if better alternative is available? Would you say chances are …4.How would you rate the overall quality of your relationship with Servis, considering all of your experiences with them? Would you say it is …5.I believe Servis deserves my loyalty<br /> <br /> <br /> Section - C<br />On a scale of 1 to 5 where 1 represents quot;
Extremely dissatisfiedquot;
and 5 represents quot;
Extremely satisfiedquot;
. You are required to tick only one option<br />Sr. No.Question123451.How would you rate your level of satisfaction with Servis in regards to customer service?2.How would you rate your level of satisfaction with Servis in regards to price?3.How would you rate your level of satisfaction with Servis in regards to value?4.Over the past year, my loyalty to Servis has grown stronger5.Servis values people and relationships ahead of short-term goals6.How would you rate your satisfaction in regards quality of product of Servis?7.Servis is providing you the same quality for number of years8.If brand is providing you your personality match?9.Are you convenient with its outlets?10.Do you like the design and style of Servis?<br />Questionnaire of Borjan:<br /> Section – A<br />Name: ____________________ <br />Age: ______________________ in years,<br />Gender: Male Female <br />Marital Status: Married Unmarried<br />Residential Area Rural Urban <br />Education: ______________ in years, <br />Monthly Income________ in rupees,<br />Brand User______________ in years, <br /> <br /> <br /> <br /> Section – B<br /> You are required to tick only one option.<br />Sr. NoQuestionExcellentVery good GoodFairPoor1.How likely are you to recommend Borjan to a friend or relative? Would you say the chances are …2.How likely are you to repurchase products and services from Borjan? Would you say the chances are …3.How likely are you to move on another brand if better alternative is available? Would you say chances are …4.How would you rate the overall quality of your relationship with Borjan, considering all of your experiences with them? Would you say it is …5.I believe Borjan deserves my loyalty<br /> <br /> <br /> Section - C<br />On a scale of 1 to 5 where 1 represents quot;
Extremely dissatisfiedquot;
and 5 represents quot;
Extremely satisfiedquot;
. You are required to tick only one option<br />Sr. No.Question123451.How would you rate your level of satisfaction with Borjan in regards to customer service?2.How would you rate your level of satisfaction with Borjan in regards to price?3.How would you rate your level of satisfaction with Borjan in regards to value?4.Over the past year, my loyalty to Borjan has grown stronger5.Borjan values people and relationships ahead of short-term goals6.How would you rate your satisfaction in regards quality of product of Borjan?7.Borjan is providing you the same quality for number of years8.If brand is providing you your personality match?9.Are you convenient with its outlets?10.Do you like the design and style of Borjan?<br />
![CHAPTER 1 <br /> Introduction<br />Back ground of study:<br /> Customer satisfaction brand image and loyalty have a strong relationship if customers are satisfied then they must be brand loyal which ultimately creates brand image. Brand image is very important factor for any business which becomes goodwill of any business which enhances not only the sales but results in overall expansion of business. Our motive of research is to see that how customer satisfaction affect the brand image and brand loyalty. We will compare these factors of Servis and Borjan. <br /> In order to increase the brand loyal customer base, it is suggested that an organization needs to create the awareness, reputation, image, reputation, brand extension, innovation and perceived quality of its product. It is also noted that to create brand loyalty, an organization needs to create a valued based which is preferred relationships with the customer. Product owners need to work out on the volume on relevance, emotional connectivity and customers’ experiences in order to hook customers on stay with the said brand. Best-practice organizations recognize that the emotional aspects of their brand are reflected in how customers experience that brand across every touch point. Today's loyalty programs enable companies to execute against these opportunities by helping them better understand customer motivations, and then deliver on these unique insights through mass customization – not mass communication.<br /> The effect of customer satisfaction on loyalty appears to be contingent and satisfaction has a direct effect on loyalty when customers are able to evaluate product quality through their experience with the product and services itself.<br /> Effective marketing focuses on two activities: retaining existing customers and adding new customers. Customer satisfaction measures are critical to any product or service company because customer satisfaction is a strong predictor of customer retention, customer loyalty and product repurchase.<br /> As researchers, we will collect the data about customer satisfaction, brand image and brand loyalty of consumers of Servis and Borjan. Then we will compare data collected by consumers of Servis and Borjan, to see which firm is giving more customer satisfaction and which firm has stronger brand image and whose customers are more loyal to brand.<br /> <br /> Servis is a private industry which deals with shoe making and rubber. But we will observe customer satisfaction of shoes of Servis.<br /> The story of ‘Service’ begins with a group of friends young, energetic, fresh from college, who established Service Industries more than 50 years ago. These young men, named Ch. Nazar Muhammad (Late), Ch. Muhammad Hussain (Late) – both from Gujrat district and Ch. Muhammad Saeed (Late) from Gujranwala District, started business in 1941 at a small scale in Lahore. At that time, they were only manufacturing handbags and some other sports goods. Within years their business flourished remarkably and they were supplying their products to every corner of India at the time of Partition. In 1954, they installed a shoe manufacturing plant at industrial area Gulberg, Lahore. This started production in the same year. The industry started manufacturing various types of shoes. Later management shifted the factory from Lahore to Gujrat. Service Sales Corporation (Pvt.) Ltd. the Group’s marketing company was established in 1959. Humility, fairness, and respect were the values close to the heart of these founders and it were these values that led to phenomenal success of the Group over the years. <br /> Today, the production side of the company has flourished into Service Industries Limited (SIL) which has world-class shoes, tyres, tubes, and rubber production facilities in Gujrat and Muridke. SIL is also the leading exporter of footwear. Service Sales Corporation (Pvt.) Ltd. (SSC) is today Pakistan’s leading footwear retailer which is also diversifying into other businesses. <br /> A humble venture of friends has grown into a Group that makes a difference in lives of millions of people every day today.<br /> <br /> Borjan deals with shoe making.With almost 15 years of our presence in Pakistan, Borjan remains committed to Fashion and elegance, Borjan is one of the leading retail shoe chains of Pakistan with 49 outlets in 35 cities of Pakistan and is renowned for its great ambience, stylized fashionable products and exceptional customer services<br /> We at Borjan believe that your shoes should reflect your individuality, and we have spent the past 15 years bringing beautifully crafted, cutting-edge, urban, fashionable footwear for our customers. We have a select group of designers who feel that shoe making is still an art, and you can feel their creativity come to light in each of our design. Our number of launches in sole designs is the highest in Pakistan. Company investment in research and development sector is a continuous program and is targeted to bring the best Fashions from Europe and Asia.<br /> General overview of Area:<br /> <br /> The major area from which our topic belongs to is marketing. We have selected this area because of our keen interest in marketing and we will select it as area of specialization in our further studies and this research will surely assist us in our studies.<br /> Significance of Study<br /> Research on brand loyalty and brand image management (e.g. Aaker and Keller, 1990; Keller, 1993; Park, Jaworski, and MacInnis, 1986; Park, Milber, and Lawson, 1991; Roth, 1992, 1995) suggests that marketers should develop brand image strategies before focusing on tactical marketing mix issues. In general, when the name of a brand is mentioned, the first idea that comes to the consumer’s mind is the corporate image associated with it. Thus, a brand image not only implies an actual brand meaning, which is set up in the beginning, and managed over time, but also is reflected by a consumer’s perception of the producing company reputation. Therefore, the image of a brand is mainly determined by corporate reputation, which means that corporate reputation can influence the performance of a branded product. Therefore, this study will investigate instances where brand image strategy and performance are moderated by corporate reputation.<br /> <br /> The purpose of conducting our study is to measure customer satisfaction about Borjan and Servis products. This study will show either customer is satisfied for quality what they get in return of paid price. How much they are loyal with this brand and how much they prefer this particular brand to any other brand. As stated above, brand image in consumer’s mind reflects a series association of the corporation it belongs to. Thus it is important to discover brand image concepts in this study. <br /> Brand image has been acknowledged as an important area of research. This is because companies can increase their market share and growth rates by establishing a strong brand image in the minds of their customers (Roth, 1995). In this way, a good brand image can increase brand loyalty. Brand image is defined as perceptions about a brand as reflected by the brand’s associations held in the consumer’s memory (Herzog, 1963; Newman, 1957); it is constituted by a series of pictures and ideas in people’s minds that sum up their knowledge of a brand (Levy, 1978), that, taken together, imply certain expectations of the customers (Gensch, 1978). However, Park, Jaworski, and McInnis (1986) propose brand image as a strategic device for helping the brand concept to be implemented by means of an exercise in brand management<br /> Objectives of Study<br /> Our study consist of Primary and secondary Objectives.<br />Primary Objectives:<br />,[object Object],Secondary Objectives:<br />,[object Object]](https://image.slidesharecdn.com/orignalproject-110719143618-phpapp02/85/research-1-320.jpg)
