Customer Satisfaction with Public Distribution System : A Study in Bhadrak District, Odisha

In the present competitive era, it has become a challenge for the marketer and the producer to satisfy the customers by providing them with the expected product or service features. It is also quite difficult to judge the customers' mind to understand which product feature is satisfying them more. To reap competitive advantage, research is being done on customer satisfaction to find out which product feature will increase customer satisfaction or dissatisfaction. The study applies Kano model of customer satisfaction to understand the problem, satisfaction or dissatisfaction with the existing Public Distribution System (PDS). For this purpose, the study uses 10 factors to judge the impact on customer's mind which leads to satisfaction or dissatisfaction with the PDS