A Study of Customer Satisfaction in the Retail Market in Relation to Reliance Industries

Running head: RELIANCE INDUSTRIES 1
A Study of Customer Satisfaction in the Retail Market in Relation to
Reliance Industries

RELIANCE INDUSTRIES 2
ABSTRACT
This study has effectively analyzed that, customer satisfaction is a significant measure which
evaluates whether the customer is happy with the specific products, capabilities and services of
the company. It has been examined that, satisfaction of the customers play significant role in
improving the brand image of the company. Resolving their queries and providing proactive
assistance helps in boosting up the satisfaction level of the customers. . The COVID- 19 has
shifted the face to face interaction and wide set of digital channel platforms. The engagement of
the digital tools and software is useful because it helps in effectively resolving the queries as
early as possible.

RELIANCE INDUSTRIES 3
ACKNOWLEDGEMENT
I would like to express my sincere gratitude towards my professors who has given me
this opportunity to carry out the project on the topic customer satisfaction in the retail market in
relation to Reliance Industries. This study helped me explore my knowledge and understanding
by learning various new things by researching on the relevant topic.
I would also like to thanks my parents and my friends for their constant support and who
helped me finalize the project within the specified time frame.
Last but not the least, I would like to thank my colleagues for their constant support and
guidance.

RELIANCE INDUSTRIES 4
TABLE OF CONTENTS
INTRODUCTION ........................................................................................................................ 5
LITERATURE REVIEW............................................................................................................... 8
RESEARCH METHODOLOGY..................................................................................................11
DATA ANALYSIS....................................................................................................................... 13
CONCLUSION........................................................................................................................... 16
RECOMMENDATIONS ............................................................................................................. 17
REFERENCES.......................................................................................................................... 18