Response sheet No.

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Area of Research: - Customer Relationship Management

Title of the thesis: - Customer relationship management Self Efficiency of a

customer

RESEARCH METHODOLOGY

Research is used to confirm some existing facts or directed toward increasing

knowledge. Research should have clear objectives, reliable date collection and a
systematic information analysis to provide clear outcomes. The main purpose of
this chapter is to discuss the research strategy decided upon in this study, which
will be used to answer its objectives. The chapter will also explain the different
approaches to research design and methodology. The research methodology is
the blueprint for achieving the objectives, one of which is the production of the
thesis.

However before undertaking any research project such as this dissertation it is

first necessary to understand the type of research approaches available in order
to design the most appropriate research strategy to achieve the research
objectives. The basic objective of the study is to analyse the role of customer
relationship management in FMCG industry with special reference to Dazzle
food.
RESEARCH DESIGN

For the purpose of the present study descriptive research were used. The main
goal of this type of research is to describe the data and characteristics about
what is being studied. The idea behind this type of research is to study
frequencies, averages, and other statistical calculations. Although this research is
highly accurate, it does not gather the causes behind a situation. For the purpose
of this study on customer relationship management, a questionnaire has been
prepared.

DATA COLLECTION

Primary data was collected through questionnaire. Personnel from the Customer
Care Division were interviewed and questionnaires were used to get information
from them and also from the people availing Dazzle food.

Secondary research relating to concepts and Banking and customer relationship

management was undertaken to increase the authors knowledge of the research
area. To achieve this wide range of paper based sources like books journals,
periodicals, research reports, newspaper and magazines related to banking
industry.

Sampling

The sampling used for this study was probability sampling. Since the study is
only meant for certain specific categories within the total population, a stratified
random sample was used.

Sample Size - A sample size of 50 respondents is used for the study.

Sampling population - The sample for the survey was primarily managerial level
employees of Dazzle food.

Sampling Area Delhi and NCR region