1

Internship Report
Topic
“A study on the customer preferences in garment purchase at
Arvind”
Master of Business Administration
In
Marketing (Retail)
By
Palash Banerjee
Enrolment no. 12021001010023.
Registration no. 304202100100023.

Under supervision of

(Internal Mentor)
Dr. Subrata Chattopadhyay (HOD in Business Administration Dept.
at UEM, Kolkata)

(External Mentor)
Sujoy Mandal (Ex Floor Manager in US Polo ASSN, Under Arvind
Fashion PVT.LTD. at CC2 mall, Kolkata, West Bengal)
Poulami Chakraborty (Floor Manager in US Polo ASSN, under
Arvind Fashion PVT.LTD. at CC2 mall, Kolkata, West Bengal)

Duration :( 13th of June 2022- 27th of July 2022)

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Declaration by the Student

I Palash Banerjee student of MBA batch

(2021-2023) declare that the project entitled “a
study on the customer preferences in garment
purchase at Arvind” (US Polo ASSN retail) is
my work conducted under the supervision of
Dr. Subrata Chattopadhyay as partial
fulfillment of summer internship program for
the course of MBA Submitted to Arvind
Fashion Private Limited and University of
Engineering and Management, Kolkata.

Place: Kolkata

Date……………. Signature of the

Candidate
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Acknowledgment
I must first take the opportunity to thank Arvind
Fashion Pvt. Ltd. for allowing me to complete my
internship in such a reputed organization.

I am very much grateful to my honorable mentor Dr.

Subrata Chattopadhyay, HOD at the business
administration department, University of Engineering
and Management, Kolkata, for assigning me to prepare
this report. He guided me to prepare the whole project

I also express my special gratitude to Mr.Sujay Mondal

(Ex-manager at US Polo Assn in CC2 under Arvind
Fashion) and Mr. Rahul Kashyap (HR at Arvind
Fashion) who have taught me the key concepts and
overall operational functionalities of Arvind Fashion
(US Polo Assn).

And finally, I would like to express gratitude to all the

individuals who have helped me to prepare this report.
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Table of Contents
SL no. Particulars Page no.
1. Title Page 1
2. Declaration 2
3. Acknowledgment 3
4. Table of Contents 4
5. Internship Introduction 5
6. Industry Introduction 6-7
7. Industry Introduction 8
8. Literature Review 9-13
9. Research Objectives 14
10. Methodology 15
11. Limitations 16
12. Data and Findings 17-31
13. Findings and Suggestion 32
14. Research Findings 33-34
15. Research Suggestions 35
16. Conclusion 36
17. Appendices 37-42
18. Reference 43
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Internship
Introduction
(Overview)

I am a student for a Master of Business Administration.

I had to complete a summer internship of 45 days in
Arvind Fashion Pvt. Ltd. It all started when I gave an
Interview for Arvind Fashion Pvt. Ltd. for my summer
internship and gets a chance to be a part of the
organization. My period of this internship is from 13th
June to 27th July 2022. On the 13th of June, I joined US
Polo ASSN (CC2 Mall, Kolkata) as an intern. This
internship period is used to understand and analyze
customer satisfaction in a retail store.
 6

INDUSTRY
INTRODUCTION
Private consumption-driven economic growth, a
population of 1.3 billion with huge linguistic and social
diversity, among other challenges and opportunities to
consider before entering India’s fashion retail market.
India’s economy has grown by over 6% CAGR over the
last 25 years and is now the fifth largest in the world
with a GDP of around 2000 billion in 2017. India is
expected to deliver real GDP growth of about 7.5%-8%
CAGR over the next 5 years, and nominal GDP growth
of about 12% CAGR which will cross 3500 billion by
the end of 2022. Private consumption remains the
primary driver of economic growth, which is reflected
in the relatively high share of the merchandise retail
market, which was about 575 billion in 2017 and is
expected to grow to about 975 billion by 022.
When it comes to retail channels, India shows a very
unique characteristic. Traditional retail continues to
dominate the landscape with over 18 million such
independent outlets spread across 5500 towns and about
600,000 villages. The difference from major global
markets, the men’s share of the fashion market is
substantially higher than that of women. Though the
gap is reducing, and by 2022, both men’s and women’s
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share of the total fashion market is likely to be 39%

each.
Keeping in mind India’s demographics wherein almost
28% of the population is below 15 years of age, it is no
surprise that kids account for nearly 20% of the total
fashion market in 2017, and their share will increase
marginally to 22% by 2022.
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Company
Introduction

COMPANY: Arvind Limited (formerly Arvind Mills)

is a textile manufacturer and the flagship company of
the Lalbhai Group. It was founded in 1933 and today it
retails its brands like Flying Machine, Newport, and
Excalibur and licensed international brands like Arrow,
Tommy Hilfiger, Calvin Klein, and U.S.Polo Assn.
through its nationwide retail network. Arvind also runs
three clothing and accessories retail chains, the Arvind
Store, Unlimited, and Megamart, which stock company
brands.

BRAND: U.S. Polo Association is the authentic and

official brand of the United States Polo Association, the
governing body for the sport of polo in the United
States since 1890. It was launched in India in 2009 and
signed a licensing agreement with Arvind Mills.
Arvind Brands introduces and develops the USPA
 9

brand in India by establishing its retail stores

throughout the country. The US Polo Association retails
men's, women's, and children's sportswear, dresses, and
accessories such as socks, neckwear, hats and bags, and
small leather goods

Literature Review on
Customer
Satisfaction
Customer Satisfaction:
Understanding Satisfaction is the level of a person's
feelings after comparing the performance or perceived
results compared with expectations (Susanto, 2010).
Definition Satisfaction is a value of one's feelings
whether satisfying or disappointing produced by a
process comparing the presence or appearance of a
product desirable to the expected values.
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Kotler and Keller (2012) said that "satisfaction is a

person's feelings of pleasure or disappointment that
result from comparing a product's perceived
performance (or outcome) to expectations".
Whereas, customer satisfaction according to
Jahanshahi et al. (2011) is "customer satisfaction is
the result of a customer's perception of the value
received in a transaction or relationship - where
value equals perceived service quality relative to
price and customer acquisition costs". However, it
is in contrast with the research of Tu et al. (2013)
which indicated that "customer satisfaction is
viewed as influencing repurchasing intentions and
behavior, which, in turn, leads to an organization's
future revenue and profits". Customer satisfaction
is customer feedback in the form of evaluation after
purchasing some goods or services compared with
customer expectations. Customer satisfaction is
measured by using customer expectations with the
performance of the goods or services that can meet
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the needs and desires of the customers. A satisfied

customer means that there are similarities between
the performance of the goods and services with the
hope of the customers, who will encourage them to
re-purchase the products. At the same time, a
disappointed customer would persuade the other
customers to not re-purchase and as a result, they
will move to another brand competitor.

Kotler and Keller (2013) mention customer

satisfaction is a person's feeling that is the result of
a comparison of the performance of a product
purchased with what is expected by consumers.
Customer satisfaction is defined by the customer's
response to the evaluation of perceived
nonconformity between expectations and
performance. Oliver (2010) states that customer
satisfaction is a post-purchase evaluation where the
perception of product performance exceeds
customer expectations. Loveloock (2012) states
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that customer satisfaction is an emotional state,

their post-purchase reaction can be anger,
dissatisfaction, irritation, excitement, and
neutrality. Customer satisfaction has a direct
relationship with customer loyalty, profits, and
market share. Customers if they are satisfied with
the value provided by products and services, are
likely to become customers for a long time.

Crosby, Evan, and Cowles (19900 and Kim and

Cha (2002) state that customer satisfaction is
defined as an experience based on customer
evaluations or evaluations, namely reality greater
than expectations, factors that influence customer
satisfaction if expectations are smaller than reality.
then the customer is not satisfied, whereas if the
reality is greater than expectaexpectedthe customer
is satisfied.

Kotler and Armstrong (2012) defined that

"customer satisfaction is the extent to which a
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product's perceived performance matches a buyer's

expectations." Customer satisfaction consists of
several indicators, namely loyalty, satisfaction,
repurchase interest, a small desire to make a
complaint, the willingness to recommend the
product, and the reputation of the company (Kotler
and Keller, 2012; Nguyen and LeBlanc, 1998).

Kotler and Keller (2008) expressed satisfaction as

feeling happy or disappointed someone emerged after
comparing the perception of the performance or the
results of a product and hope- Hopes. Satisfaction is a
function of perception/impression of performance and
hope.
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Research Objectives
1. To know “customer satisfaction of
Products.”

2. To know “customer satisfaction

towards fabric quality.”

3. To find out the relation between

“Product service and Product
recommendation.”
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METHODOLOGY
The questionnaire method was chosen as a survey
instrument for all customers. It is descriptive research
and the data collected here is primary data. The
sampling size is 120 and the technique is Convenience
Sampling.

Data Source: Primary Data

Research Approach: Survey Method
Geographical Area: US Polo ASSN (CC2 Mall,
Kolkata)
Sample Size: 120 Customers.
Research Instrument: Liker Scale,
Questionnaire, and Personal interview.
Contact Method: Personal contact.
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Limitation
To enrich and complete this report my level best
attempt was dedicated, although there are some
limitations.
Unfortunately, it was not possible to acquire
sufficient information due to the company’s
limitations. As this is my first report about the
retail sector, so I had to face some difficulties in
preparing the report.
1. Some customers refuse to cooperate and do not
disclose their genuine opinion.
2. Sometimes customers are angry because of the
staff’s behavior.
3. Customer information is highly confidential
and the organization doesn’t disclose it
properly.
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Data and Findings

Factor Analysis

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling .615
Adequacy.
Bartlett's Test of Approx. Chi-Square 3827.743
Sphericity df 21
Sig. .000

Communalities
Extractio
Initial n
Satisfaction 1.000 .992
Service 1.000 .980
Recommend 1.000 .946
Customer 1.000 .988
Garments 1.000 .999
Calling 1.000 .984
Fabric 1.000 .998
Extraction Method: Principal
Component Analysis.

Total Variance Explained

Initial Eigenvalues Extraction Sums of Squared Loadings
% of Cumulative % of Cumulative
Component Total Variance % Total Variance %
Satisfaction 4.365 62.358 62.358 4.365 62.358 62.358
Service 2.520 36.003 98.360 2.520 36.003 98.360
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Recommen .086 1.231 99.592

ded
Customer .028 .404 99.996
Garments .000 .003 99.999
Calling 6.140E-5 .001 100.000
Fabric 1.333E-5 .000 100.000
Extraction Method: Principal Component Analysis.

Component Matrix
Component
1 2
Satisfaction .576 .812
Service .579 .803
Recommend .520 .822
Customer .921 -.373
Garments .930 -.367
Calling .925 -.358
Fabric .927 -.371
Extraction Method: Principal
Component Analysis. a
a. 2 components extracted.
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Satisfaction or
Product Hypothesis
Test:
T-Test

One-Sample Statistics
Std. Std. Error
N Mean Deviation Mean
Satisfactio 120 23.7250 29.73721 2.71462
n
Products 120 24.0000 30.87301 2.81831

One-Sample Test
Test Value = 0
95%
Confidence
Interval of the
Significance Difference
One-Sided Two-Sided Mean
t df p p Difference Lower
Satisfactio 8.740 119 <.001 <.001 23.72500 18.3498
n
Products 8.516 119 <.001 <.001 24.00000 18.4195

One-Sample Test
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Test Value = 0
95%
Confidence
Interval of the
Difference
Upper
Satisfactio 29.1002
n
Products 29.5805

One-Sample Effect Sizes

95% Confidence
Point Interval
Standardiser Estimate Lower Upper
Satisfactio Cohen's d 29.73721 .798 .591 1.002
n Hedges' 29.92629 .587 .996
correction
Products Cohen's d 30.87301 .777 .572 .980
Hedges' .772 .568 .974
correction
a. Denominators ed estimating the effect sizes.
Cohen's d uses the sample standard deviation.
Hedges' correction uses the sample standard deviation, plus a correction factor.
 21

Satisfaction or
Product Chi-Square
Test:
Crosstabs

Satisfaction * Products Cross tabulation

Count
Products
Neither
Very Satisfied nor
Dissatisfied Dissatisfied Dissatisfied Satisfied
Satisfactio Very Dissatisfied 10 2 5 5
n Dissatisfied 4 10 1 4
Neither Satisfied nor 4 4 10 1
Dissatisfied
Satisfied 4 4 4 10
Very Satisfied 2 4 4 4
Total 24 24 24 24

Satisfaction * Products Cross tabulation

Count
Products
Very
Satisfied Total
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Satisfactio Very Dissatisfied 5 27

n Dissatisfied 4 23
Neither Satisfied nor 4 23
Dissatisfied
Satisfied 1 23
Very Satisfied 10 24
Total 24 120

Chi-Square Tests
Asymptotic
Significance
Value df (2-sided)
Pearson Chi-Square 41.989a 16 <.001
Likelihood Ratio 40.216 16 <.001
Linear-by-Linear 6.639 1 .010
Association
N of Valid Cases 120
a. 20 cells (80.0%) have an expected count of less than 5. The
minimum expected count is 4.60.

___Interpretation___
From the above Pearson Chi-Square test
The acquired value is 41.989 for Satisfaction and
products, and the Table value for the degree of freedom
16 is 24.
Taken:
H0; There is no significant relation between customer
Satisfaction and Product choice.
H1; There is a significant relation between customer
Satisfaction and Product choice.
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Since the acquired value is >the table value, H1 is

accepted, and there is a significant relation between the
two variables Satisfaction and Products.
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Satisfaction or Fabric
Hypothesis Test:
T-Test

One-Sample Statistics
Std. Std. Error
N Mean Deviation Mean
Satisfaction 120 23.7250 29.73721 2.71462
Fabric_qualit 120 24.0000 32.08392 2.92885
y

One-Sample Test
Test Value = 0
95%
Confidence
Interval of the
Significance Difference
One-Sided Two-Sided Mean
t df p p Difference Lower
Satisfaction 8.740 119 <.001 <.001 23.72500 18.3498
Fabric_quali 8.194 119 <.001 <.001 24.00000 18.2006
ty

One-Sample Test
Test Value = 0
95%
Confidence
Interval of the
Difference
Upper
Satisfaction 29.1002
Fabric_qualit 29.7994
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One-Sample Effect Sizes

95% Confidence
Point Interval
Standardize Estimate Lower Upper
Satisfaction Cohen's d 29.73721 .798 .591 1.002
Hedges' 29.92629 .793 .587 .996
correction
Fabric_qualit Cohen's d 32.08392 .748 .544 .949
y Hedges' 32.28792 .743 .541 .943
correction
a. The denominator used in estimating the effect sizes.
Cohen's d uses the sample standard deviation.
Hedges' correction uses the sample standard deviation, plus a correction factor.
 26

Satisfaction or Fabric
Chi-Square Test:

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
Satisfaction * Fabric 120 89.6% 14 10.4% 134 100.0%
quality

Satisfaction * Fabric quality Cross tabulation

Count
Fabric quality
Neither
Satisfied
Very Dissatisfie ornorissatisfie
Dissatisfied d d Satisfied
Satisfactio Very Dissatisfied 10 2 5 5
n Dissatisfied 4 10 1 4
Neither Satisfied 4 4 10 1
ornorissatisfied
Satisfied 4 4 4 10
Very Satisfied 2 4 4 4
Total 24 24 24 24

Satisfaction * Fabric quality Cross tabulation

Count
Fabric quality
Very
Satisfied Total
Satisfactio Very Dissatisfied 5 27
n Dissatisfied 4 23
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Neither Satisfied nor 4 23

Dissatisfied
Satisfied 1 23
Very Satisfied 10 24
Total 24 120

Chi-Square Tests
Asymptotic
Significance
Value df (2-sided)
Pearson Chi-Square 41.989a 16 <.001
Likelihood Ratio 40.216 16 <.001
Linear-by-Linear 6.480 1 .011
Association
N of Valid Cases 120
a. 20 cells (80.0%) have an expected count of less than 5. The
minimum expected count is 4.60.

___Interpretation___

From the above Pearson chi-square test,

The acquired value is 41.989 for Satisfaction and
Fabric quality, and the table value for the degree of
freedom 16 is 24.

Taken:
H0: There is no significant relation between customer
Satisfaction and Fabric Quality.
H1: There is a significant relation between customer
Satisfaction and Fabric Quality.
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Since the acquired value is greater than the table value,

H1 is accepted, and there is a significant relationship
between the two variables Satisfaction and Fabric
quality.

Product Service or
Product
Recommendation
Hypothesis Test:
T-Test

One-Sample Statistics
Std. Std. Error
N Mean Deviation Mean
Product Service 120 23.7167 30.79894 2.81155
Product 120 23.5667 26.47521 2.41684
Recommend
 29

One-Sample Test
Test Value = 0
Significance
One-Sided Two-Sided Mean
t df p p Difference
Product Service 8.435 119 <.001 <.001 23.71667
Product 9.751 119 <.001 <.001 23.56667
Recommend

One-Sample Test
Test Value = 0
95% Confidence Interval of
the Difference
Lower Upper
Product Service 18.1495 29.2838
Product 18.7811 28.3523
Recommend

One-Sample Effect Sizes

95% Confidence
Point Interval
Standardizer Estimate Lower Upper
Product Service Cohen's d 30.79894 .770 .565 .973
Hedges' 30.99476 .765 .561 .967
correction
Product Cohen's d 26.47521 .890 .677 1.100
Recommend Hedges' 26.64354 .885 .673 1.093
correction
a. The denominator used in estimating the effect sizes.
Cohen's d uses the sample standard deviation.
Hedges' correction uses the sample standard deviation, plus a correction factor.
 30

Product Service and

Product
Recommendation
Chi-Square test:
Crosstabs

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
Product Service * 120 89.6% 14 10.4% 134 100.0%
Product Recommend

Product Service * Product Recommend Cross tabulation

Count
Product Recommend
Neither
Very Dissatisfie Satisfied nor
Dissatisfied d Dissatisfied Satisfied
Product Very dissatisfied 27 0 0 0
Service Dissatisfied 0 23 0 0
Neither Satisfied nor 0 0 23 0
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Dissatisfied
Satisfied 0 0 0 23
Very satisfied 0 0 0 0
Total 27 23 23 23

Product Service * Product Recommend Cross

tabulation
Count
Product
Recommend
Very
Satisfied Total
Product Very dissatisfied 0 27
Service Dissatisfied 0 23
Neither Satisfied nor 0 23
Dissatisfied
Satisfied 0 23
Very satisfied 24 24
Total 24 120

Chi-Square Tests
Asymptotic
Significance
Value df (2-sided)
Pearson Chi-Square 480.000a 16 <.001
Likelihood Ratio 385.778 16 <.001
Linear-by-Linear 102.488 1 <.001
Association
N of Valid Cases 120
a. 16 cells (64.0%) have an expected count of less than 5. The
minimum expected count is 4.41.

Interpretation
 32

From the above Pearson Chi-square test, the acquired

value is 480.000 for Product service and Product
Recommendation, and the table value for the degree of
freedom 16 is 120.
Taken:
H0: There is no significant relation between the two
variables Product service and Product
Recommendation.
H1: There is a significant relation between the two
variables Product service and Product
Recommendation.

Since the acquired value is greater than the table value,

H1 is accepted, and there is a significant relation
between the two variables Product service and Product
recommendation
 33

FINDINGS AND
SUGGESTIONS

While doing this project I found that most of the

consumers are within the 30-55 years of age group.
Most of the consumers are male and the male section is
the most selling section of USPA, CC2. Hence
introducing and increasing the variety in the women's
section is recommended. Most of the customers prefer
Collared T-shirts. USPA should promote its products
more through traditional media and social media and
have to arrange some awareness campaigns for
purchasing products from thitsebsites.
 34

RESEARCH
FINDINGS

❖In USPA, most of the customers are repeat

customers, which shows the brand and the store can
retain their customers well and have strong loyalty
programs. After the survey, I could also see that
customers that host the store yearly or monthly to h
bigger average basket sizes making bigger bills in a
single purchase.

❖The fact that both fashion and styling and brand

influence are the biggest factors customers shop in
USPA shows that the Brand value is high as well as
the quality of products.

❖It is also clear from the survey that most USPA

customers are male as a result the male section
being the highest selling section is somewhat
justified.
 35

❖We can also see that T-shirts are the most selling
apparel category of USPA and collared T-shirts are
the most preferred type.

❖Customers’ are mostly highly satisfied with the

range of assortments, shopping ambiance, loyalty
program, and competitive advantages. They are
also with USPA’s product availability, Quality,
affordability, variety, and offers. However, a small
percentage of the customer’s suggested more
variety as well.

Most of USPA's consumer age group lies around 30-55

and most of our customers have a monthly income of
more than 100000
 36

RESEARCH
SUGGESTIONS

❖USPA can increase its promotional activities

through both traditional and social media platforms
to attract new customers and also to showcase its
theorizing range.

❖USPA should also have some awareness campaigns

and advertise their online platforms more and add
services like describing product touch and feel and
fit in their online portal.

❖ USPA has a very strong visual merchandising that

creates a brand value and brand image to the
customers however my recommendation would be
also to incorporate customers’ view, want, and need
into the visual merchandising as well to have a
wider customer area.
 37

CONCLUSION
This project helped me to gather a lot of knowledge
about consumer preferences and their satisfaction level
with U.S.Polo Assn. It gave me a good idea about not
only the retail sector but also about working space.
This project helped me understand my bookish
knowledge on a practical level.
 38

APPENDICES

Questionnaire
Section A
1. At what interval do you visit the U.S.POLO
Assn. store?

● Weekly
● Monthly
● Yearly
● During offers
● For any specific need or special occasion

2. What makes you shop in the U.S.POLO Assn.?

● Quality and Comfort

● Fashion and Styling
● Brand Influence
● Customer Services
● Discounts and Promotional Schemes
● Pricing

3. Which Section do you mostly shop from?

● Men’s
● Kid’s
 39

4. Which type of Apparel category do you mostly

shop from?

● T-Shirts
● Shirts
● Jeans
● Trousers and Chinos
● Shorts
● Men’s Undergarments

5. What type of T-shirt do you mainly prefer?

● Collared
● Crew Neck
● Others

6. How much do you spend on average while

shopping at U.S.POLO Assn. in one visit?

● Less than 5000

● 5000-10000
● 10000-20000
● 20000-30000
● More than 30000
 40

7. Your valuable opinion on the following

statements( tick in the appropriate box for
each statement)

Statement Highl Satis Neut Dissati Highly

y fied ral sfied Dissati
Satisfi sfied
ed
Wide Range of
Assortments

Excellent Shopping
Ambience

Strong Loyalty
Programme

Competitive
Advantages

8. What factors do you consider most for shopping

U.S.Polo Assn.? (Rank your preferences,
5=Excellent, 4=Good, 3=Average, 2=Bad, 1=Very
Bad)
 41

Availability of the
products
Quality of the products
Affordability
Variety
Promotional offers/
Schemes

9. Being a Consumer/Customer of U.S.Polo Assn.,

will you recommend this fashion retail brand to
others?

● YES
● NO
● Maybe

Section B

10. Consumer Age Group. (who will use the product)

 42

● Below 15
● 15 - 25
● 26-35
● 35-60
● above 60

11. Customer Gender.

● Male
● Female
● Prefer not to say
● others

12. Customer’s Monthly Income. (Rs)

● Less than 50,000

● 50,000-70,000
● 70,000-80,000
● 80,000-100,000
● More than 100000
 43

Likert Chart
Arvind Fashion (U.S. POLO ASSN.) CC2 Mall
Customer Survey
Very Satisfied Neither Dissatisfied Very
Satisfied Satisfied nor Dissatisfie
Dissatisfied d

Satisfaction 79 31 05 03 02
Product / or 83 28 04 04 01
service
Product 64 47 06 02 01
recommendatio
n
24/7 customer 88 23 05 03 01
service
Products 81 32 04 02 01
customer call 76 37 04 02 01
Fabrics Quality 85 27 05 02 01
 44

REFERENCES
 https://www.arvindfashions.com/

 https://www.arvindfashions.com/uspa/

 https://www.uspolo.org/apparel/about-the-
brand

 https://www.google.com/search?
q=google&oq=google&aqs=chrome.0.69i59j
46i131i199i433i465i512j0i131i433i512l2j69i6
0l3j69i65.3578j0j7&sourceid=chrome&ie=U
TF-8

 www.allprojectreports.com/...Projects/
Marketing-Project.../Retail-Marketing-in-
India

 https://www.wikipedia.org/

 A THOROUGH LITERATURE REVIEW

OF CUSTOMER SATISFACTION
DEFINITION, FACTORS AFFECTING
 45

CUSTOMER SATISFACTION, AND

MEASURING CUSTOMER
SATISFACTION.
DOI URL: http://dx.doi.org/10.21474/IJAR01/9733