Business Case Studies, Business Research Methods Case Study, Saturn Clothing Company, Likert Scaling

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Business Research Methods Case Study

Case Title:

Saturn Clothing Company: Measuring Customer Satisfaction using Likert Scaling

Publication Month and Year : December 2009

Authors: RagaSravanthi Vemulavada , Dr. V. Srinivas

Industry: General Business

Region: India

Case Code: BRM0003

Teaching Note: Available

Structured Assignment: Not Available


Saturn Clothing Company is one of the very few clothing companies established in India in the early 20th century and has been making profits since its establishment. It is one of the major exporters of fabrics and accessories in India and the variety of clothing is huge. Of late, the company started running into losses because of its low customer satisfaction rate. The management of the company could not ascertain a specific problem. The company conducted a survey amongst its customers and wants to establish the reasons which led to a reduction in its customers. This case study primarily deals with the customer satisfaction rate of Saturn Clothing Company measured using Likert scale.

Pedagogical Objectives:

  • To analyse the scales in measurement
  • To understand Likert scaling.

Keywords : Scales of Management, Likert Scaling, Customer Satisfaction, Level of Satisfaction, Scaling Servey, Servey, Servey Responses


  • Introduction
  • Suggested Questions for Discussion

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