Mrs. Rashmi Agarwal, who is a postgraduate in Economics, established Rashmi Garments, in May 1987, by installing two machines - one her own and the…

Mrs. Rashmi Agarwal, who is a postgraduate in Economics, established Rashmi Garments, in May 1987, by installing two machines - one her own and the other purchased from a local dealer, with a total investment of Rs 20,000. The idea of starting her own business came in 1984 when she saw an advertisement in the newspaper for a one-month Entrepreneurship Development Program (EDP) conducted by the Small Industry Service (SISI), Okhla, New Delhi. She learned how to start her venture.

She decided to start a garment unit as she had learned something about garments during her school days. To add to her technical know-how, in 1985, she enrolled herself in a two-year part-time course in Fashion design with the Young Women’s Christian Association (YWCA), New Delhi, and completed the course in 1987. In the meantime, on the advice of her husband, she applied for the Director of Industries (DI) in Delhi. The position was allotted to her in Oct 1987 at the Flatted Factory Complex (FFC), Jhandewalan, New Delhi. Due to a lack of sufficient space, Mrs. Rashmi Agarwal, who had been earlier living with a joint family, had shifted to her newly constructed house at Vikaspuri 25 km away from her unit. 

Mrs. Rashmi Agarwal has two school-going children - a girl and a boy aged seven and four years respectively, and they were admitted to a school in Karol Bagh near her unit so that she could take care of them after they returned from school to her unit. Mr. A.K. Agarwal is a Postgraduate with M.Sc. (Chemistry) and working as a Circle Officer with the Delhi Administration. He had witnessed an event in his neighborhood, where a young widow had been ill-treated by her in-laws. This had left a great impact on him and his interest in seeing his wife Mrs. Rashmi Agarwal, do something outside the home turned into his determination to make her economically independent. During the initial stages, since Mrs. Agarwal’s unit was not in full production, workers were unwilling to join as they were unsure about the unit’s survival. After a great deal of effort, she was able to get through the local machine dealer, Rs 1,000 per month each. Mrs. Agarwal’s initial strategy was to approach the customers in the local market with sample pieces of her items. The response was not encouraging, despite her 10% less offering Mrs. Agarwal then decided to supply the items at cost price. This proved successful in getting an entry into the market. In the next month, she was approached by three dealers who placed orders to her. Afterwards three more dealers approached her. Taking this as an opportunity, Mrs. Agarwal had decided to sell her items at 10% -15% profit. This was acceptable to her old as well as new customers. She then employed three more workers and added two more machines to her unit to meet the demands of her customers. In the initial couple of months, it was difficult for her to cope with the customer’s requirements regarding the type, size, and quantity of the items.   

Questions:

a. Write down any five probable list of questions based on the given study related to impact of service quality performance on customer satisfaction.

b. Why the inferential statistics was used in the given study? Explain.

c. Draw a theoretical framework with dependent, independent and moderating variables.

 d. The design of the study was quantitative in nature. Justify your answer.