262443739-Case-Study-on-Subway-Customer-Loyalty-and-Evaluating-Marketing-Strategies.pdf

Journal of of Business Management Management & Social Social Sciences Sciences Research Research (JBM&SSR) (JBM&SSR)

ISSN No: 2319-5614 2319-5614

Volume 2, No.11, November 2013

Subway Customer Loyalty and Evaluating Marketing Strategies Dr.Lalita Mishra, Guest Lecturer, Govt. Krg.Pg College Gwalior [M.P.] India

Abstract - The major consideration of this research was the chain restaurant industry, and its underlying principle was to Purpose (1) establishing which factors manipulate relationship excellence and customer loyalty development. (2) Observe the relations between relationship quality and loyalty. Based on the literature review, five proportions influence restaurant consumer’s consumer’s behavior: service quality, food quality, price, location, and environment. Speculative relationships between attributes influencing consumer’s behavior, relationship quality, and loyalty were consequential from the literature review. - This research is based on data collected on Subway and its food chains. The decision from establishing M ethodology customer loyalty between customers, this research helps to understand how we can treat to our customer and give then satisfaction. identifies that the following 5 characteristics influence loyalty building, with impact intervene by identifies Fi nding-Data analysis analysis relationship quality. These also leverage customer satisfaction by building loyalty and enhancing their trust level. Moreover, service quality is such an aspec t that directly or indirectly affects the trust level, and its impact is also s tronger as compared to other attributes. Managerial suggestions are discussed. - This research is helps to established customer relation, customer satisfaction and also customer loyalty. By these Values factors service quality is also improve and company’s growth become rise. - The future work is based upon that how we can improve our growth by retaining customers; by giving well Fu ture work work kind of service quality by which they feel satisfaction from the service quality of company. Keywords: Custome Keywords: Customerr l oyalty, customer customer satisfacti satisfacti on, product and se servi rvi ce qual it y. Mar ketin g str str ategy. ategy.

Introduction Subway chain is a fast food chain that comes at third position globally which comes aft er McDonald‟s and KFC. This company came out to be established in 1965 and the originator of the Subway food restaurant was Fred De Luca, and he was so thoughtful to start is restaurant business when he was only 18 years old. First and foremost store was established in Bridgeport, Connecticut. The founder of Subway almost immediately cultured the fundamentals of management in a business, in addition, the significance of allocation as a well-made, high eminence item for consumption, on condition of the outstanding customer service and keeping operating costs low simultaneously by discovering immense position. Such kind of inventiveness sustained in serving the groundwork for prosperous SUBWAY restaurants internationally. There are in excess of 36,467 Subway restaurants nearly 100 countries globally and also it can be said as the world‟s greatest intensifying authorization succession. This area monopoly sequence has occupied more than 173,432 inhabitants (Subway 2011). Subway offers many different kinds of fresh marine sandwiches also known as subs to their customers. Everything I decided by the consumers s which kind of a product they want to have in the services The companies motive is to provide the fresh products, slogan of company, Eat Fresh which says, Subway chain uses only a moment ago baked bread and fresh constituents. Since a very long time the Subway tried to make every efforts in the markets to set

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up again. The Subway chain has also a lot of rivals in every countries market. As soon as the Subway chain was withdrawing their restaurants from the Danish market, Sunset Boulevard immediately raised 3 of their branches (Subway Denmark).This description will provide the sequence about the Subway succession, its consumers and Subway as a authorization representation. The competition between Subway and its three biggest competitors McDonald‟s, Burger King and Sunset Boulevard, are also integrated.

Aims and Objective : The main aim of the research is to evaluate the customer loyalty in the international market with respect to taking Subway and its marketing strategies. We need to follow some points here. Which are establishing the image of Subway food chain by giving their customer good quality of their product like burger, subs and sandwiches.

Scope and Importance: This research is aim to evaluate customer loyalty with taking Subway food chain marketing strategies. In this present restaurant market there is a lot of big competitors are establishing themselves. So the first basic need to win customer‟s heart and loyalty of your customer. Here we are trying to explain types of customers and how we can establish customer loyalty. Now the importance is here that if you able to win you customer, you are able to more profit in your business. (Dwyer, F. R. 1997)

Blue Ocean Research Journals

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Methodology Market research is when the information is collected about customers, rivalry, market and its development. Planning, investigation and feedback form are the regarding tools for market research, it is simply an exploration into a specific market and this concept is very much contracted. Advertising research is a largely wider as it not only contains marketplace research, but also research into new products, or means of delivery like online marketing. The market research progression comprise of the seven stages (E.Job,2005). The first stage is to make out what are the marketing troubles, for example, corporation reflection problems and little awareness of the company. The second stage can be defined to set objectives and goals, financial plan and agenda. The investor should know that for how much money and time he is agreeable to spend and also what is the most important goal of the market research is. Selecting the research types and methods is the next stage. Derivative research involves interpreting information that has been collected previously and prime research comprises of gathering brand new information. Primary research can be either qualitative or quantitative (E.Thomasn &F.Subar, 2007). The Fourth stage can be said as research design. The feedback form is most commonly used tool of this research; Fifth Stage is collecting data, with the help of feedback form, surveys or interviews and the sixth one is to categorize and analyze the data which was collected, the management of the conclusion is done in the last stage.

Literature Review: This study is targeted to establish the customer loyalty by evaluating and analyzing the marketing strategies. This research present to the point review of loyalty history. In this paper, the author arguing that the search should be replaced by a drive to achieve maintainable business and technical liveliness. The main aim of carrying out this method in the research topic is to make the reader aware of the current literature, which is related to the topic. The literature review is carried out by using of different articles, bo oks, journals, etc., on the selected research topic. The information is carried out using of different books and articles where the researchers have worked in past and has provided lot of information (Hart 2006). There are four features that will significantly have an effect on your aptitude to build a loyal customer stand. Generally the cause of high price of keeping new customers against the high effectiveness of a loyal customer there should be some effective type of business strategy.

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a)

b) c) d) e)

Those products are needed which are really very distinct comparing to other products in the market The products should be introduced where price is not the most important buying factor. Products with a high repair component. A variety of products for the same purchaser Marketing programs should be given a lot of thought by aiming at existing customers is helps in making customer loyalty.

The strategies in marketing should be shaped in order to establish the means by which the clear set objectives can be achieved. T he objectives speak what marketers want to accomplish, direct marketing actions and are used to determine how well a plan is working. Their actions can be related to reaching the target audience, sales, market share, and creating responsiveness in the marketplace. (Huam et al. 2011)The long term goals and objectives are cut down into the short term objectives which are used as high points and are measurable by the food chain for further processing. Results can be investigated on a regular basis to see whether the objectives are being met. This type of opinion allows the company to change plans and allows elasticity. For this research the monetary reports of both the companies were studies so that the overall evaluation can be done. The year from 2005 to 2009 were considered to identify their ups and downs. By comparing these two companies we found the main threat which was occurring and after identifying those problems various suggestions were formed, in the study. For the collection of the data, in this research only the resulting data sources were taken into account. The information collected by these sources is derived information. An imperative secondary data collection method has been used in the section which can be termed as the case study analysis method.

Method Of Analysis: Case study method helps in collecting the information which focuses on the topic which is related to the problem and then the evaluation of the case is done with the help of the given information on the particular topic (Scholz & Tietje 2002). The case use is important because it provides the rough design of the problem or situation happening in real life. The issues and the challenges or the threats and opportunities can be identified in the case studies which are being experienced by either the industry or the country.

Research Objective Research questions : For carrying out a research successfully, it is necessary to plan research methodology in the research as it helps in forming a particular research aims and objectives


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which can be achieved easily in a given course of time. For this purpose, the research questions for findings the answers of which the whole research is being carrying out are listed as below: 1. How to build customer loyalty, and information on customer relationship? 2. To help a customer, what are the important instructions for better customer relationship? 3. Does your business offer good customer relationship? Such type of questions are aimed to reveal different aspect of the customer retention and other related techniques which are being carried out in the food chain market in US, presently.

Data Presentation, Analysis and Results: There are some financial data which are obtained from the annual report of one major food chain in US. For this rationale, the researcher has to recapitulate and rearrange all the data, which has collect data in a proper and

systematic format. This systematic format converts raw data into some well defined findings which make the process of analysis easy for the researcher. Such type of analysis includes comparison among past financial data of the food chain so that the financial performance of the food chain in the dynamic business environment can be revealed (Marczyk, DeMatteo and Festinger 2005). In the previous section of the research, a discussion on the present scenario of the food chain industry of the US has been presented. In this section, some important and key information will be extracted from the raw data which is aimed to sketch a rough diagram of different issues in marketing strategies which generally prevails in the food chain industry of US and different types of model, which are being used by the major players such as SUBWAY food chain of US food chain industry in order to minimize and manage such different types issue in marketing and customer loyalty. All these findings are very crucial for the researcher to prepare a basis for the further analysis of the data. These key points are generally known as findings of the data.

Questionnaire Assessment : 1. Have you ever heard of Subways Restaurants? a) Yes (86%) b) No (14%)

Figure 2: Graphical View Of Subway Brand It is already mentioned in this case, that approximately 100 respondents were being interviewed and then we assessed the level of brand recognition in relation to Subways chain of restaurants. In this, almost 86 respondents out of 100 were aware of Subways and offerings whereas other 14 respondents did not have any or clear idea in relation to Subways and its offerings.

EFFICIENT 0% 3% HEALTHY FRESH

2. How will you categorize the brand image of Subways? a) Westernized (50%) b) High end (20%) c) Convenient (5%) d)Fresh (10%) e) Healthy (12%) f) Efficient (3%)

BRAND IMAGE

0%

10%

12%

CONVENIENT

WESTERNIZED

5%

50%

HIGH END 20%

Figure 3: Brand image of Subway

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In this case, assessment was done on the basis of categorization of Subways within the given six parameters namely, Westernized, elevated end, suitable, Fresh, Healthy and Efficient. Majority that is almost 50 respondents classified it as westernized whereas 20 respondents classified it as high end. 12 respondents also felt that it is another name for healthy food offerings as well. Rest voted in favor of other options as well in this case.

FIVE-SIX

SEVEN-EIGHT

4%

5%

3. How often do you visit Subways within a quarter? a) 1-2 (68%) b) 3-4 (22%) c) 5-6 (4%) d) 7-8 (5%) e) More than 8 (1%)

Out of 100 respondents, 68 visited one or two times and only 22 respondents visited 3-4 times within the given time frame in the question. We can find that the organization may offer healthier options but the frequency of visits within the stipulated time is less and needs to be improved as competitors are doing far well in this aspect.

VISITS PER QUARTER

MORE 0% THAN EIGHT

THREE- FOUR

1%

22% ONE-TWO 68%

Figure 4: A View To Understand The Visiting Of Subway 4. How will you rate service quality at Subways? a) Excellent (35%) b) Good (32%) c) Poor (11%) d) Satisfactory (22%) Out of 100 respondents, almost 35 respondents rated

Subways excellent in terms of service quality whereas other 32 found it to be good. 22 respondents found it to be satisfactory whereas only 11 found it to be poor.

Figure 5: Representation of Service quality Subway 5. How will you rank Subways in terms of customer service? a) Excellent (45%) b) Good (38%) c) Poor (8%) d) Satisfactory (9%)

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Out of 100 respondents, almost 45 respondents rated Subways excellent in terms of customer service whereas other 38 found it to be good. 9 respondents found it to be satisfactory whereas only 8 found it to be poor.


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RANKING IN TERMS OF CUSTOMER SERVICE SATISFACTORY 0%

9%

POOR 8%

EXCELLENT 45%

GOOD 38%

Figure 6: Ranking in terms of customer service 6. Will you recommend Subways to your colleagues, friends and acquaintances? a) Yes (50%) b) No (20%) c) May be (30%) in this case out of 100 respondents, 50 felt that they will

recommend subway to others in their respective circles as well where 20 respondents were not sure whether they will recommend or not..

RECOMMENDATION

0%

MAY BE 30%

YES 50%

NOT 20%

Figure 7: Recommendation 7. What do you think of competitive positioning and strategy about Subway? a) Excellent (37%) b) Good (23%) c) Poor (7%) d) Satisfactory (33%)

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in relation to competitive positioning and strategy, 37 out of 100 respondents felt that the organization has an excellent positioning strategy, 23 found it to be good and 33 found it to be of satisfactory level.


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COMPETITIVE POSITIONING AND STRATEGY 0% SATISFACTORY

EXCELLENT

33%

37%

GOOD 23% POOR 7%

Figure 8: Positioning 8. How will you rank Subways in terms of healthy product offerings? a) Excellent (38%) b) Good (22%) c) Poor (12%) d) Satisfactory (28%) Out of 100 respondents, almost 38 respondents rated

Subways excellent in terms of novel and healthy product offerings whereas other 22 found it to be good. 28 respondents found it to be satisfactory whereas only 12 found it to be poor.

Figure 9: Terms of health 9. What do you think of competitive positioning and strategy about Subway? a) Excellent (35%) b) Good (30%) c) Poor (15%) d) Satisfactory (20%)

in relation to competitive positioning and strategy, 35 out of 100 respondents felt that the organization has an excellent positioning strategy, 30 found it to be good and 20 found it to be of satisfactory level.

Figure 10: positioning and strategy

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10. How to earn customer‟s loyalty and how important these factors are?

In excess of 800 customer respondents delivered 2,500 industry ratings based on their own understanding. Across 14 industries, nearly 80 percent of respondents give high-quality interactions and superior product or service high importance ratings. Lowest price or cost of ownership received only 31 percent of high importance ratings.

11. Do you like to visit your nearer Subway again? a) 59 % yes b) 20% may be c) 21 % no Here we can see that 100 out of 59 customers want to visit again to our Subway branch. Whether 20% customer says that they can also visit other branch too so there is a case of may be, they can visit again.

12. How do you like to recommend our service to others? a) Strongly (72%) b)Very much (18%) c)Often (10%)

This survey says that 72 customers out of 100 strongly want to tell another customers or person about our services.

13. Are you completely satisfied with our restaurant as overall?

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(a) other

77% yes (b)

18% no


(c)

5%

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In this, 77% customers says they are satisfied with our restaurant and 5% of customers are also like to go other .

restauranttoo.

13. How do you rate our delivery on time performance? (a) Excellent (45%) (b)Good (25%) (c) Poor (12%) (d) Satisfactory (18%) By this feedback we can say 45 customers in out of

100 assume that our delivery of food on time where 25% of people assume it‟s good. And also 18% of customers assume it‟s satisfactory.

15. How do you rate quality of our food management to make sure complete customer satisfaction? (a) Excellent (58%) (b) Good (24%) (c) Poor (8%) (d) Satisfactory (10%)

The food quality of Subway is excellent, assume by 58% customers in out of 100 where 10% customers assume that it is satisfactory and 24% customers assume its good.

16. How do you rate responsiveness to dealing with customers? (a) Excellent (48%) (b) Good (27%) (c) Poor (14%) (d) Satisfactory (11%)

48% in out of 100 feels that staff of subway shows excellent response to their customers and 27% customer feels that it good whether the response to their customer is satisfactory for 11%.

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In US, there is a lot of competition in fast food industries this is going to increases day by day. So we are examining here the competitive situations with Subway by comparing three of big name in fast food industries which are KFC, McDonalds Burger King. These companies target to find where is the fast food seekers and how can we find them? Therefore Subway provides their customers, high quality and fresh fast food. Basically concentrating only target customers and group as well as, Subway is the only competitor which can defeat their competitors by providing high quality food.

customers, but if a businessman want his customers visit again, the business won't be beneficial for long. Superior consumer service is basically to get customers back again and if businessman sends their customer pleased. It is the sign of positive feedback to business beside to others, who might be trying the product or service a businessman. Constructing a customer loyalty will be easier if the businessman have loyal employees. The trade people are very important for the manufacturer to safeguard those workforces who interacts with clients. The rising development nowadays is to drive customerservice and technical hold up calls to next obtainable person. This can formulate no special loyalty for the firm. Be sure what the customer‟s desire is. To examine the customers and their buying behavior, there is one question which mainly arises: What is the intention group? Within a given market there are many things that are to be discovered about the competition as it serves as a marker as to how difficult or easy it is to work inside that market. Relentless competition will undeniably affect the marketing working outflow; as a result it is useful to Know what kind of struggle is going to occur to face inside that market.

Exterior Analyses:

Pest Analysis

Financial Performance SUBWAY Market Value Forecast Year (2005-2010 Table 1: Year Value (Billions) Growth% 2005 51.4 3.6 2006 52.8 3.4 2007 53.4 3.3 2008 55.0 3.4 2009 56.4 3.6 2010 57.6 3.1

Competitor Analysis:

It is important to know the market is operating the company and knowing the potential for entering the market and the possible customers is essential. Moreover, it‟s a good idea to look at the macro environmental factors that are influencing the market. To get better information about a market; the following main question is asked: How significant is it to keep hold of the customers in the market? Customer service is a union to provide their customers' requirements and desires. A businessman can present promotions and discount in prices to get as many new

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Before starting the marketing process an enormous advantage for a company is its environment. Some factor like political, economical, technological and social factor help to explain the word PEST. PEST analysis also includes exchange rate, price increasing rate, economic growth, social factors. Economic growth factor is also affect to the buying power of customers. Lots of factor is here which affect the way of life, living standard and thing which are connect to us to our society. Religion, family, education and place also are some factor which affect to the customer.


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Political Factors Political factor which consist of government policies and legal issues. The firm must operate the official or non official rules which also consider the employment laws, environmental regulations, trade restrictions and political firmness.

Economic Factors This factor basically affects the buying power of customer and also the firm‟s cost assets. For example the macro economy has interest rates, economic growth, exchange rates and inflation rate. Social F actors This factor affects the customer needs and size of the possible market. These are demographic and incorporate with external macro environment. Some social factor includes health awareness, population growth rate, age distribution, career attitudes.

Technological Factors These factor obstacles to entry, decrease minimum wellorganized production levels, and manipulate outsourcing decisions. Some technological factors can be mentioned as research and development activity.

Situation Analysis This factor explains the problem occur during establishing a company and existing company. So in this factor we need to do a deep or better analysis for understand a company, your competitor and all the situations which can possibly happen with you and your company. In the international fast food market the growth of Subway food chain is raising their healthy food environment, their subs known as a healthy wealthy fast

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food. Subway‟s sales rising per anum more than $6.9 billion, as same as immeasurable awards and honors has been granted its chain over the past 42 years. Subway has more than 35,582 units globally and its rapid growth attracting many investors and now it is able to compete with KFC and McDonalds. Being a part of this international market where these big companies competing with each other, Subway taking a challenge to face the market by giving their customers beneficial advantage and making a profitability and sales growth. In fast food market, Subway can compete with burger chains and others are big name in international market. Subway changes in it by making casual and attractive menu and adding some new meals in its menu item which are the customer‟s choice. On the other hand, subway has not been satisfied and for improving business stronger efforts have been made. For increasing inner strength of Subways and removing the threats which will make it weak, the SWOT analysis factor is back bone for this. Sandwiches market gained highest growth in past few years ago in US culture.

Competitive Analysis The basis of investigating competitors is to try and ask what they will do. This will make easy the organization to respond consequently. Sometime as a point of reference competitors is regarding to the competitive position; competitors are sometimes used as point of reference (CIM, 2005).Subway is not without competitive difficulties, major competitors including KFC, McDonalds, Pizza hut. KFC and Pizza hut are the world largest with 33,068 restaurants in over 98 countries.


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SWOT Analysis Nevertheless, since marketing is such a multifarious function, it seems unreasonable not to carry out a fair through situation analysis, in the same way that an annual financial audit is carried out (McDonald, 2002). SWOT analysis is a method of add the title, under the title, internal strength and weakness as we consider

Guidelines for Better Customer Service: You need to prepare and ready for the help of your customers and always give him a chance to answer. Never try to support your staff members if they disturbing your customer in every minute and asking strange questions to your customers what do you want? Is that thing you like sir, etc. your staff can ask them very politely if the customer ask you, yes sir! May I help you? What you are looking for? help the customer by talk to the customer, can my staff member sort out your problem. This may engage: a. Aggressively pay attention to the customer. You need to listen your customer by making eye contact, making a note on table and also by nodding. Communicate with you customer but keep silent on front of your customer if he/she is speaking. On that time if you are speaking in front of your customer you left bad impression on your customer and you also are unable what your customer want. b. Always present your knowledge about the business products and services and be prepare for it, if some of customer visit in your store don‟t try to tell them everything you know even help your customer what they asking to you, what they want to purchase and what kind of service they expecting form yours. c. If you have knowledge about your correlated products you can save your customer time by comparing him the product by visiting him another store. You have to capable to do this. Show them the

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above them external opportunities and threats (McDonald, 2002) Subway sandwich shops are well situated to influence their strength, address sensible threats, weaknesses and opportunities

interrelated products by doing this you can attract your customer and you can increase growth. d. The one thing is most attract to the customer is always present to offer relevant advise. If they are not asking about your product they trying to compare with other one. For example. a customer worried in hardwood flooring, and he can also clean-up hardwood floors . You can suggest them to buying decisions and how the customer feels about your customer service. Be cheery, interact with the customer and communicate them the customer service and how they feel by helping them.

Recommendations: In this strategy model, the franchise companies do not issue the license to a latent franchiser to open a new store. By lowering the franchisers risks by relocating store that has stable internal operation, store executive, loyalty consumers, and also provide them commercial money making. Second, the company has better service product, quality in their service and control over the store management of individual chain stores. On the other hand, if franchise wants a store license as soon as possible to open their store, the company help them for locating the store, commodities supplies, personal training too. Franchise model using most of chain


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corporations Chain Corporation provides different function to its franchise and also some of the different functions don‟t exist which having the factor of disagreement of standardization.

Conclusion and Recommendation: In today‟s world one of the major problems is unbalanced growth in customer loyalty program. This paper exemplifies the environment and the ways loyalty managers can meet this exacting challenge. This can only achieved by making business plan and optimized business process design to compute those strategies which is maintained by highly technology persons. Overall coverage at each level is required for business processes which are fully cover up by business strategies. Technology fully covers the needs of the business processes which are fully covers the technology requirements. Stages: Stage 1: Increase awareness of health The layout basically in two types: printed advertises and advertorials. In these advertisements the important theme contained the slogan eat healthy. Furthermore, online channel would also be shows these advertisements. The other group is also which are target group present by media. In this phase, softer techniques, like advertorials and articles, will be applied to educate the customers. Stage 2: cooperate with potential customers to arouse their interests In the second stage, we are using more interactive and direct ways in promotion, and the online method for taking more information which may be city based or would be helpful to locate the Subway store. Getting information online for these store the one who maintaining these sites providing a graphical view of store to help the customers find them. Stage 3: Induce purchase intention of consumers Sale The third phase to induce purchase purpose of consumers. Voucher is a time tested way in the fast food industry, which we will use, too. Online period downloadable voucher will be enabled and offline coupon and menu allotment in office buildings will be carried out.

They are long term customers in term high profitable as known as true friends. They communicate consistently but not too often. They build attitudinal and behavior loyalty As also they are known as low profitable customers in terms of short term customers if they are strangers, little bit fit between company‟s offerings and lowest profitable potential, because their actions in this low profitable. They do not investment in these

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relationships.

Evaluation of results: In the above discussion we reach to this point that by using different marketing strategy in Subway food chain market we can establish customer loyalty to our customers. The reason behind this research is also express about the market status of Subway with comparing to McDonalds, KFC and Burger King. This research also gives that how you need to behave to retain your customer and make them your long term customer.

Recommendation based on evaluation: According to the evaluation so concerned and undertaken it is revealed that the most important objective of the Subway chain is to be ranked as the number one restaurant as per consumers and also in each market segment in which Subway serves. In addition to this, Subway does not purposely select the new countries to enter. It is also found from the evaluation of the secondary data that the product policy so undertaken is global in nature by using the such techniques that can assist in branding and also to establish the name worldwide. Subway offers 15 products that are in its basic offerings. According to the marketing theory, Subways also applied the services marketing concepts in the form of different elements of promotion mix with a specific reason to supplement the level of brand awareness as well as awareness about product offerings so concern. The overall objective of the organization is to enhance brand awareness among customers and also to establish its name in the market it serves so that the total sales can be raised significantly (Rust, 2000). It also adopted the advertisement plan which is distinctive so that it can easily avail the benefits from the market so concerned and thus creating opportunities to expand its business. The promotion techniques to be adopted should carry a differentiated and a unique message. Thus it is recommended for the subway that it should concentrate on its message which is to be carried with regard to its taste, food, affordability and quality to be delivered to the customers. It should also focus on the target groups such as teenagers and students as these target groups spend lot of time on social networking sites or other sites. So subway can add banners on such networking sites which are regularly visited by the target groups so concerned. The publications such as newspapers can also be used for this purpose. It should also concentrate on the differentiated ideas and also the potentialities so that more of the benefits can be achieved. Innovation in retailing, diverse skills and potentialities should also be recognized. In order to enhance the skills and potentialities and working on the innovation proper and effective training programs should be provided for rendering cross sector technical training capability, integrated support structure and others as mentioned in


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the concerned case. (Michael Mccarty, 2010)

Future Work: The research is based upon the collection of data, marketing strategies and also about the types of customers. The whole research helps us to retain consumers by providing them good quality of services and products. In the future work is only depend upon this, the thing may change by changing of market status and their values.

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