A PROJECT REPORT On To Know The Awareness of The Customers Towards Vishal Mega Mart

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.
EXECUTIVE SUMMARY
It is very important for any company to know how the customers perceive their products and services. It is customers perception which influences the products and services offered by the organization. If the organizations make an attempt to find the customers perception then, depending upon the feed back received, if required, it can alter its product/s accordingly. In todays competitive scenario understanding the customers perception has been receiving increasingly importance and it has became one of the most important tasks for the successful organizations. To be a successful marketer it is necessary to recognise the changing needs of the customers and always be adaptive to tailor the product/s and/or services to satisfy customers need more effectively and efficiently than the competitors to achieve highest customers satisfaction ranking. .Different customers have different experiences and perceptions towards the brand, understanding these differences and rendering what the customers need is very vital for the survival and the growth of the organization. In this study an attempt is made to understand the customer perceptions so that the company can improve upon the areas where the customers do not have good perceptions by way of adopting various promotional tools. Ascertaining customers perception becomes very complicated. Lot of complications are involved in ascertaining the perception. It is very difficult to understand how the customers perceive. So understanding the customers perception helps to the company to improve itself in many areas.
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COMPANY PROFILE
Vishal retail Ltd is the largest market retail chain in India with more than 175 stores in 24 states & 104 citiesacross India.Retailing, in commerce, consists of buying goods or products in large quantities from manufacturers or importers, either directly or through a wholesaler, & then selling individual items or small quantities to the general public or end user customers, usually in a shop, also called stores. Retailers are at the end of supply chain that link manufacturers, wholesalers, other suppliers and the final consumers. Marketers see retailing as a part of their overall distribution strategy. Manufactured goods are worthless until they pass through acid test of retail distribution . The Vishal brand is known for great modern style for men, women and children. Vishal offers high level fashion styling. Since 1986, our name has been synonymous with quality, value and fashion integrity. We offer an unparalleled collection of clothes for the entire family. Each garment is hand selected for quality and contemporary styling. Vishal manufactures majority of its own garments and out sources some under its direct quality supervision. This enables us to offer the lowest possible and most reasonable price. Vishal Mega Mart stores offer affordable family fashion at prices to suit every pocket. The outlet retails Garments, Footwear, Home Furnishing, Household, Food & Non-Food Products, Ladies Accessories, Lifestyle, Hardware, Car Accessories, Techno & Electricals, Utensils, Sports & Fitness, Stationery, Toys & Games, Travel Accessories, Furniture, Sanitary Ware, Crockery, Consumer Durables, FMCG, etc. in almost all price ranges. What started as a humble one store enterprise in 1986 in Kolkata (erstwhile, Calcutta) is today a conglomerate encompassing 183 showrooms in 24 states / 110 cities .Indias first hyper-market has also been opened for the Indian consumer by Vishal. Situated in the national capital Delhi this store boasts of the single largest collection of goods and commodities sold under one roof in India.
Vishal is one of fastest growing retailing groups in India. Its outlets cater to almost all price
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. ranges. The showrooms have over 70,000 products range which fulfills all your household needs, and can be catered to under one roof. It is covering about 29, 90, 146 ssq. ft. in 24 states across India. Each store gives you international quality goods and prices hard to match. The cost benefits that is derived from the large central purchase of goods and services is passed on to the consumer . Vishal mart has been fortunate in having very eminent and honest men of vision and great talent as Board of Directors and Executives. The ever increasing profit figures of the Vishal depict the efficiency of the management. Discount and several other developments in and around the organized retail trade (the 3% of the total retail trade) indicate the changing dynamics of the sector and the way the business will take shape in the years to come. For Ram Chandra Agarwal, MD, Vishal Mega mart, the discount war is just a component of the overall evolution process initiated by retailers. We are concentrating on buying in volumes through cash purchase which give us an edge. Ultimately, the convenience, value and variety given to customers will make a difference, he says. Be it managing a supply chain, grappling with hundreds of suppliers or handling store inventory the modern retail industry is a big affair. Then follow other aspects like positioning of the brand with apt pricing, packaging and retail experience, understanding the customers, dealing with partners such as suppliers, mall developers and franchisees. However, the biggest challenge is saving bucks either through margins or rentals, so that there is profit even after the discounts. Though it reads as a complete win-win situation, it is surely a tough target to be achieved. Though organized retail is at its nascent stage, once the brands are established, the FMCGs will have to deliver to their expectations. Moreover, if these FMCGs buckle up with retailers, the country will see a slew of private labels coming in, says Sahni. He adds, These private labels will gradually end up carving a niche for themselves even in the unexplored territories, including rural India. Minimal advertising or promotional costs will further increase the margins. The Retailers Association of India (RAI), an association of retailers like Pantaloons, Piramyd, Shoppers Stop, Subhiksha Trading, Food World Supermarkets, Hypercity Retail, Reliance Petro Marketing, etc, has now asked all Indian FMCG companies to follow a July 1
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. deadline for barcoding their products. At present about 25% of Indian companies do not carry barcodes on their products. Industry experts insist that barcoding is just one of the upgrades that Indian FMCG companies need to do to cater to the demands of an organized retail scenario. SBI Card on Monday launched a co-branded card in association with leading retail chain Vishal Mega Mart to tap the booming organized retail market that is pegged to hit Rs 1,09,000 crore (Rs 1090 billion) by 2010. "SBI Vishal Mega Mart Card is one of the best co-branded credit card that offers reward points and other benefits to frequent shoppers and will be free for those who spend above Rs 7,500 per annum," Roopam Asthana, CEO, SBI Card said in New Delhi. Asthana said the card would be free of cost for the first year, but would charge Rs 700 per annum if purchase on the card was less than Rs 7,500. Other SBI cardholders could also flip their card for SBI Vishal Mega Mart card and use it like any other credit card. "By partnering with SBI Card, we are not just offering customers a convenient payment mechanism but a unique consumer loyalty programme that rewards them every time they shop," Ram Chandra Agarwal, MD, Vishal Retail said. Some of the features of the co-branded card include Rs 250 discount voucher on signing up for the card and a set up by which the card holder earns five reward points on every Rs 100 spent that could go up to eight points on spends above Rs 7,500 and the points are redeemed at any Vishal Mega Mart store. Other offers in the credit card are no transaction fee on fuel purchase at select IOC and IBP petrol pumps and balance transfer facility without any interest for 75 days and complementary personal accident insurance. Vishal Mega mart retails a large variety of household, FMCG and consumer durable goods at bargain prices at its 24 self-owned stores, which are likely to increase to 50 by the end of 2006.
PROFILE
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. NAME OF THE ORGANISATION REGISTRED & HEAD OFFICE VISHAL RETAIL LIMITED PLOT NO 332,NEAR TELCO WORK BEHIND SHOKEEN FARM LANDS, RANGPURI DELHI,---- 110037 COMPANY INCORPORATED: COMPANY LOCATION AREA FOUNDERS IN I986 CALCUTTA
25000 Sq
UMA AGARWAL,
PRODUCTS Products, Products Industry Competitors Technology : :
Consumer Products,Industrial Shoping Products, convienance Retail Industry Big Bazar, Shopers shop, SAP,TALLY,
Products available a Vishal mega mart:

Apparel and Accessories for Men, Women and Children, Sarees, Linens, Baby Accessories, Cosmetics, Crockery, Dress Materials Suiting & Shirting, Electrical Accessories, Electronics, Footwear, Toys, Home Textiles, Home Needs, Home Decor,
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Household Appliances, Household Plastics, Utensils & Utilities
FUNCTIONAL DEPARTMENTS The store operations are divided into various operations which are carried out by the
respective functional departments. ADMINISTRATION DEPARTMENT Admin department is divided into following sections:
1.
Security services:The security personnel are under contract basis. They are security staff working for vishal Retail India Ltd. The complete store security and movement tracking are under their control.
2. House Keeping: Their main duty is to look after the cleanliness and overall hygiene of the store. The admin manager creates checklists for the cleaning schedules and the team members work in accordance to those checklists. Checklists include cleaning the floor, lifts, escalators, staircase, window panes, various shelves and display racks, AC ducts, Glass walls, trolleys, baskets, parking areas etc. 3. Packers: Proper packing of the sold goods is required before handing it over to the customer. Helpers to the cashiers are appointed to do this job. Packing the food items, items to be handled with care and other items all separately is their job. 4. Loaders: Few people are appointed to load and unload merchandise from trucks and cautiously transfer them to the desired location in the store. 5. Standard operation and procedures: In this section various registers are maintainedA]Key movement register- The various store keys are maintained by different staff members. These people have to make entries in their register regarding the keys they carry. B]Staff Value declaration register- Every staff member while entering the store has to declare the amount of cash with him/her. This is done to minimize thefts within the store.
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. C]Customer Footfall Report: This register is updated every hour. The total number of customers that entered the store in that hour are counted and noted down in this register. D]Staff Purchase Register- Entries are made in this register regarding the purchases made by the staff members in the store. 6]Staff Grooming Register- Entries regarding the appearance, personal hygiene, presenting self and dress code of the team members is made. A long checklist regarding staff grooming is referred to make these entries. MAINTENANCE AND FACILITIES DEPARTMENT The functions of this department are1)
To check the functioning of various items like Escalators, ACs, Frozen section, Lighting equipments etc. In case of their malfunctioning, repairs have to be carried out as soon as possible to ensure proper store operation.
2) To check and note the opening and closing electricity meter readings and prepare a monthly statement. 3) Ensure safe and consistent power supply at the store.
7) I.T. DEPARTMENT The software used on etc are stored. Day opening and day closing are the important activities in REM, where REM will allow the users to start transactions for the day and freeze all document transactions made for the day respectively. All the incremental stock balances will be loaded into REM at the day Retail Enterprise Manager(REM). In this all the information
concerning the product like, name, category barcode number, MRP, discount rate, net price
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. opening activity. The sales and collection data will be posted to the staging server for the Sap at the day closing activity. DEPARTMENT STORES Vishal mart operates in a four floored building and the 2 floors are divided into various sections called Department Stores. The various department stores are: 1. Food Store 2. Wellness, 3. Customer Service Desk, 4. Plastics - Utensils - Crockery Department, 5. General Merchandise, 6. Mobile Store 7. Apparels, 8. New Business Development, 9. Electronic Store 10.Furniture Store . CUSTOMER SERVICE DESK(CSD) Customer service means meeting or exceeding the customers expectations and needs. Customer Service is not a one time activity, it should reflect in each and every activity. Be it the facilities, layout of the store, communication and interaction or the company policies, all affect the customer service. CSD has been formed to take care of customer needs and problems. CSD also provides various services like 1. Alterations with respect to apparels 2. Exchanges of merchandise
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. 3. Gift wrappings 4. Baggage counters for safe deposit of customer baggage. 5. Share with us - Customer feed back 6. In-store communication- transferring telephone calls 7. Free gifts 8. Sale of gift vouchers 9. Home delivery for food Store 10. Home delivery for electronics and furniture
PRODUCT CLASSIFICATIONS Products and services fall into two broad classes based on the type of customers that use them: 1. Consumer products 2. Industrial products 1. Consumer products : Consumer products are products and services bought by final consumers for personal consumption: Marketers usually classify these products and services further based on how consumers go about buying them. Consumer products include convenience products, shopping products, speciality products, and unsought products. These products differ in the ways consumers buy them and therefore in how they are marketed. Convenience Products : are consumer products and services that the customer usually buys frequently, immediately, and with a minimum of comparison and buying effort. Examples include soap, candy, newspapers, and fast food. Convenience products are usually low priced, and marketers place them in many locations to make them readily available when customers need them. Shopping Products: are less-frequently-purchased consumer products and services that customers compare carefully on suitability, quality, price, and style. When buying
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. shopping products and services consumers spend much time and effort in gathering information and making comparisons, Examples include furniture, clothing, used cars, major appliances, and hotel and airline services, shopping products marketers usually distribute their products through fewer outlets but provide deeper sales support to help customers in their comparison efforts. Speciality Products : are consumer products and services with unique characteristics or brand identification for which a significant group of buyers is willing to make a special purchase effort, Example include specific brands and types of cars, high priced photographic equipment, designer clothes, and services of medical or legal specialists. A Lamborghini automobile, for example, is a specialty products because buyers are usually willing to travel great distances to buy one. Buyers normally do not compare specially products. They invest only the time needed to reach dealer's carrying the wanted products. 2. Industrial Products: Industrial products are those purchased for further processing or for use in conducting a business. Thus, the distinction between a consumer product and an industrial product is based on the purpose for which the product is bought. If the same consumer buys the same lawn mower for use in a landscaping business, the lawn mower is an industrial product. The three groups of industrial products and services include Materials and parts, Capital items, and Supplies and services, Material consist of farm products (wheat, cotton, livestock, fruits, vegetable) etc., and natural products (fish, lumber, crude petroleum, iron ore). Manufactured materials and parts consist of component materials (iron, yarn, cement, wires) and component parts small motors, tires, castings.
Marketing strategies for various products: 1. Convenience Products:
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Price: convenience products are usually low priced goods. Distribution/Place: the distribution is widespread and the products are made to be available easily. Convenient locations are also very essential. Promotion: the promotion activities are usually mass promotion by the producer. Examples: toothpaste, magazines. 2. Shopping Products: Price: shopping products are usually high priced goods. Distribution/Place: the distribution is selective and there are fewer outlets. Promotion: the promotion activities are usually advertising and personal selling by both producer and resellers. Examples: televisions, furniture. 3. Speciality Products: Price: speciality products are usually high priced goods. Distribution/Place: the distribution is exclusive and there are fewer outlets per market area. Promotion: the promotion activities are more carefully targeted these activities are carried on by both producer and resellers. Examples: Rolex watches, fine crystal. CONSUMER BEHAVIOUR TOWARDS VARIOUS PRODUCTS 1. Convenience Products: These products are frequently purchased by the consumer as they are required for daily use. There is very little planning involved and there are very little comparisons between similar or subsidiary products. The shopping efforts are also very low and the customer does not involve himself while shopping.
2. Shopping Products:
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. These products are purchased less frequently as they are usually durables. There is a lot of planning involved while shopping and shopping efforts are also high. There is a lot of comparison between brands, price, quality, style etc. and the consumer may postpone the purchase to get a better product. 3. Speciality Products: These products have strong brand preference and brand loyalty. There are special shopping efforts made by the customer to get these products. There is low comparison of brands and there is low price sensitivity.
DEPARTMENT STORES
Vishal mega mart operates in a building and the are divided into various sections called Department Stores. The various department stores are: 1. Food Mart 2. Plastics - Unsils - Crockery Department, 3. Mobile Mart 4. Apparel 5. Electronic Mart 6.Furniture Mart
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. I. FOOD Mart Flagged off in April 2002, Food Mart is a chain of large supermarkets with a o difference, where the best of western and Indian values have been put together to ensure o the satisfaction of the customers while shopping. Food marts concept is to create and blend a typical Indian mart and international supermarket atmosphere with the objective of giving the customer all the advantage of Quality, Range and Price associated with the large format stores and also the comfort to See-Touch and Feel the products. The western values of convenience, cleanliness and hygiene are offered through pre-packed commodities and the Indian values of See-Touch and Feel are offered through the bazaar like atmosphere created by displaying staples out in open. All product are economical and at affordable prices without any compromise on quality. Food mart mainly deals with three categories of products: Food, Non Food & Staples. The sub categories are described below:
FOOD Ready to eat Ready to fry Pickles NON-FOOD This section has two divisions: Personal Care and Home Needs. Snacks Health Drinks Noodles & Vermicelli
Personal care Shaving Needs Sanitary Oral care Soaps Skin care
Home Needs 1.Toilet cleaners 2.Detergent 3.Liquid Soaps 4.Insect Killers
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Shampoo STAPLES Cereals Rice Spices Masalas Flavors
The contribution of Food Store to the total business is 30%. The Food mart employees are highly productive. They strive hard to give the customers the best of services. They boost the sales through their conduct. They are well groomed. .Food mart attracts masses as well as the classes. It is purely a self service store. The store layout is convenient and keeps good walk able spaces even in rush ( situations. The products are neatly displayed using shelves, fin wired shelves, crags etc. Signatures are used for providing information of the products. Vendors visit Food Mart for taking orders of the merchandise. The products that are required are identified by food Bazaar category team and based on this requirement Purchase Order is issued. The material is then issued by the Vendor in accordance to the purchase order. While in warding care needs to be taken to check that material in warded are in accordance to the purchase order. Quality check of the in warded material is also important at this point. Note . Food MART does not deal with the merchandise of eggs, milk and curd.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. 2. APPARELS Apparels Section is divided into four categories: Mens, Ladies, Kids and Home linen. MENS Formals Casuals Ethnics Accessories Nightwear Denim & T-shirts KIDS Boys Girls Mix N Match Infants Accessories Diapers LADIES Western Sarees Dress materials Accessories Nightwear Tops HOMELINEN Bed Sheets Bed covers Blankets Pillows Pillow Covers Razai
The total contribution of apparels is around 32% out of which ladies is around 6.5%, Kids is 4.5% , Home is 6% and Mens is 12%. Situated on the second floor, Apparels department has a wide variety of clothing in all its sections. The layout of the store is quite spacious and comfortable for shopping. Mannequins are placed at promotion areas. Water fall bins, 4 arm, 6 arm derads, shelves, step tables and gap tables are conveniently used to display the products. Signages are placed at proper places for customer convenience. Apparels are placed pattern wise and not practicing color or size blocking techniques which would be recommended.Large number of accessories are available in all sections which include diapers, caps, belts, scarf, wallets etc.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. 3. GENERAL MERCHANDISE The main sections falling under General Merchandise are: 1. Luggage, 2. Foot wear, 3. Toys and 4. Sports. Toys section includes soft toys, dolls, cars, battery based and key based toys, board games, infant toys, puzzles, educational toys and many more. Remote control cars and teddy bears are the fast moving items in this section. Luggage section deals with variety of suitcases, bags, purses, briefcases, travel accessories, wallets etc. There are a wide range of products in this section. Branded and non branded both items have been kept for display. Footwear section is again divided into sections - Ladies, Mens, and Kids. Each section has variety of shoes both formal & sports, slippers, sandals, bathroom slippers etc. Accessories like shoe polish, socks, laces are all available in this section. General Merchandise contributes to around 12% of the total sales. 4. ELECTRONICS MART Electronics is an ever evolving field and hence is a fast moving market. New products keep cropping in and so are the old products out dated. New technology and hence new features continue to flow in, forcing the past technology to mark down. Thus it is extremely necessary for the store keepers to keep their goods fast moving before they get out dated. This section in Vishal mega mart is sub divided into following sections: Cool and Clean A/Cs, Refrigerators, Water purifiers. -Sight And Sound -
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. TV, Home Theatre, Stereos. My Things Digital Cameras, Camcorders, MP3, MP4 players, Laptops. -Small Appliances Fans, Irons, Mixers Services provided 1. Home Delivery - Any purchases above Rs.5000 is be provided free home delivery service. If demanded products are not available in the showroom, then collects the said product from warehouse and delivers it within 2 days. 2. After Sales Service - This service is provided by the manufacturers. Heavy products like washing machines, refrigerators, also known as white goods are repaired at customers residence. 4. MOBILE STORE Mobile bazaar has following sub-sections 1. Hand Sets 2. Connections 3. Accessories 4. Recharge Mobile mart has good collection of different variety of mobiles like Nokia, Fly, Sony Ericsson, Samsung, Motorola. They do not provide any after sales service. Customers have to contact the respective mobile company service centers for getting service. Mobiles are high end products and special care has to be taken for their security. Daily sales check list is prepared and stocks are verified at the store opening and closing times. Mobiles are kept in drawers which are locked and sealed at store closing times. The seal has to be duly signed by the concerned department Manager. Seal is checked before opening at the time of store opening.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Total contribution of Mobile mart to the total sales is around 6%. 5. FURNITURE MART This section includes variety of furniture - sofas, centre tables, dining sets, show cases, study tables, computer tables, beds, beddings, side tables, TV units, utility shelves and accessories. There are a large number of products which are displayed but not all of them. There are catalogs to view all the available range of products. One year warranty is offered with all the furniture items. The team members in this section include a few fitters. Free Home delivery is offered similar to electronics bazaar. Fitters are sent at the time of home delivery for fitting the furniture items at customers residence. At the time of booking a furniture item, the stock list is checked to find out if the stock for that particular item is present in the ware house. If the item is out of stock, no order is taken and the customer is asked if he could wait for more days. At the time of booking, the customers have to settle full cash payment of the item they book. The Chelan form is then filled for the product details, customer address, booking date and delivery date. These details are mailed to category team who in turn sends the stock transfer number to the store. On the day of delivery, item is collected from the ware house and sent to the customer address accompanied by the fitter, if needed. Limitations: Most of the customers ask for the home delivery on holidays.
INDUSTRY PROFILE
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Retailing, in commerce, consists of buying goods or products in large quantities from manufacturers or importers, either directly or through a wholesaler, & then selling individual items or small quantities to the general public or end user customers, usually in a shop, also called stores. Retailers are at the end of supply chain that link manufacturers, wholesalers, other suppliers and the final consumers. Marketers see retailing as a part of their overall distribution strategy. Manufactured goods are worthless until they pass through acid test of retail distribution. Distribution Channel Manufacturer--WholesalerRetailerFinal--Consumers Over the years, the concept of retail has undergone a complete makeover owing to a number of factors like increased income, affordable prices of merchandises, lucrative financial packages, growing openness and organized retail. The goal of retail shop should, by large, be1. To serve the community 2. To provide employment opportunities 3. To make reasonable profits Retailer is a person closest to the customer, that enables him to know the preferences of customers and feedback of the product or services that he offers. The success of retailer depends much on his ability to meet the real needs of consumers. The retail store has an obligation to its employees. They have to be motivated and contended. Profit is important consideration in the management and operation of the store. High taxes, keen competition and increased cost of sales all have an unfavorable effect on the retailers. Efficient stock control, wise merchandise investment, cut in unwanted expenses and general expense control, personalized services to consumers, adoption of modern principles of business management, liberal use of electronic computers and new communication tools, are some of the progressive measures by means of which retailers can ensure reasonable profit margin.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Retailing includes all the activities involved in selling product or services directly to final consumers for their personal, non-business use. Many institution- manufacturers, wholesalers and retailers- do retailing. But most retailing is done by retailers: businesses whose sales come primarily from retailing. Although most retailing is done in retail stores, in recent years non-store retailing has been growing much faster than has store retailing. Non-store retailing includes selling to final consumers through direct mail, catalogs, telephone, the internet, T.V home shopping shows, home and office parties, door to door contact, vending machines and other direct selling approaches. Big retail chains are founded with the objective of providing comprehensive range of product and services to consumers at low prices. Compared to other centers, hyper markets do offer around the year products and services at low price and they are also know, for this reason, as discount chain. In addition of the general trait of low price, hyper markets also observe discount polices, which, in turn, result in making them the most popular centres among consumers.
Retailing includes all the activities involved in selling goods or services directly to final consumers for personal, non-business use. A retailer or retail store is any business enterprise whose sales volume comes primarily from retailing. Any organization selling to the final- whether it is manufacturer, wholesaler, or retailer- is doing retailing. It does not matter how the goods or services are sold (by person, mail, telephone, vending machine, or internet) or where they are sold (in the store, on the street, or in consumer's home). Retailing is a trading activity directly activity directly related to the sale of goods of services to the ultimate consumer for personal, non-business use. A retailer is the last middleman in the machinery of distribution and he is responsible to satisfy recurrent wants of consumers, Retail trade is selling of varied goods in small quantities to the final consumer. There are three distinguishing feature of retail trade. The retailer deals in small quantities and his business is usually local in character. Secondly retail trade always shows
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. tendency towards variety as it has to satisfy innumerable wants of consumers. A specialized retail shop is an exception. Thirdly a retailer, by predating near about the residential areas of consumer, sells his wares directly to consumers. Manufactured goods are worthless until they pass acid-test of retail distributions. The retailer alone can offer safe and reliable goods to consumers. Levels of Service: The wheel-of-retailing hypothesis explains one reason that new store types emerge. Conventional retail stores typically increase their services and raise their prices to cover the costs. These higher costs provide an opportunity for new store forms to offer lower prices and less service. New store types meet widely different consumer preferences for service levels and specific services. Retailers can position themselves as offering one of four levels of service: 1. Self-service: Self-service is the cornerstone of all discount operations, Many customers are willing to carry out their own locale-compare -select process to save money. 2. Self -selection: Customers find their own goods, although they can ask for assistance. 3. Limited service: These retailers carry more shopping goods, and customers need more information and assistance. The stores also offer services (such as credit and merchandisereturn privileges). 4. Full services: Salespeople are ready to assist in every phase of the locate-compare-select process. Customers who like to be waited on prefer this type of store. The high staffing cost, along with the higher proportion of specialty goods and slower-moving items and the many service, results in high-cost retailing.
Trends in Retailing
1. New retail forms and combinations, some supermarkets include bank branches, Bookstores feature coffee shops. Gas stations include food stores.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. 2. Growth of intertype competition, different types of stores-discount stores, catalogue showrooms, department stores-all compete for the same consumers by carrying the same type of merchandise. 3. Growth of giant retailers. Through their superior information systems, logistical systems, and buying power, giant retailers are able to deliver good service and immense volumes of product at appealing prices to masses of consumers. out smaller manufacturers who cannot deliver enough. 4. Growing investment in technology Retailers are suing computers to produce better forecasts, control inventory costs, order electronically from suppliers, send e-mail between stores, and even sell to customers within stores. They are adopting checkout scanning system" electronic funds transfer; electronic data interchange" in store television, store traffic radar systems," and improved merchandise-handling systems. 5. Global presence of major retailers. Retailers with unique format and strong brand positioning are increasingly appearing in other countries Us retailers such as Me Donald's has become globally prominent, Wal-Mart operates over 700 stores (outside USA) 6. Selling an experience, not just goods Retailers are now adding him and community in order to compete with other stores and online retailers. There has been a rise in establishments that provide a place for people to congregate, such as coffee houses, tea shops, juice bars, book-shops, etc. INDIAN SCENARIO Indian retail industry has the potential to grow to Rs 35,000 crore in three years. Defining a new consumer culture, retailing beats everything else hollow. Though still at a nascent stage, the rate at which retail outlets are mushrooming could give an amoeba a complex. From supermarkets and hypermarkets to department stores and convenience stores and one-stop shops, a retailing wave is currently on in the country. And from food to music and apparel to tea and coffee bars, companies of all hues are indulging in retail speak. Organized retailing has grown three-fold from Rs 5,000 crore in 2000 to Rs 15,000 crore today, with a potential to expand to Rs 35,000 crore in 2005. They are crowding
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. The Indian consumer initially accepted everything that was offered to them but from the nineties the trend changed and the market became more consumers driven. Consumers became more specific about what they wanted and did not pick up anything and everything that was given to them. In shot they became very choosy and needed alternatives to choose from. These in turn made the Indian consumers more knowledgeable about the products and facilities and they have now become tough critics, savvy, purchasers, value driven spenders and practical thinkers when it comes to shopping. The demand for their time at work and home has made the consumers extremely selective about how they would spend their limited time on shopping. The rate of growth in India has gradually picked up in the last two decades. Growth prospects apart, India's very size acts as the fourth largest economy in the world. It is also the second most populous nation in the world. This clearly indicates that within the broad picture of a developing nation, there are segments to represent big enough to represent large markets for organized retail. Due to the increasing demand of consumers for variety and convenience under one single roof and the concept of shopping malls started taking shape in India. Though the concept of shopping malls came from the west, when it was introduced in India is was according to Indian taste and preferences. Shopper's stop was the first Shopping mall to start in India. It was promoted by Mr.K.Raheja , a prominent Mumbai-based builder, opened the first outlet in Andheri, Mumbai in 1991, initially it underwent a fair share of growing pains but slowly it caught on and has now been very well excepted by the masses. In India there are a number of large towns and the population in these towns is also very high. This acts as a very important factor to attract the large retailers in venturing into these towns. In the ascending traffic congestion levels, the net result is over crowded towns and parking hassles, One-stop shops have become the places of choice in such a scenario. The India Retail Industry is the largest among all the industries, accounting for over 10 per cent of the countrys GDP and around 8 per cent of the employment. The Retail Industry in India has come forth as one of the most dynamic and fast paced industries with several players entering the market. But all of them have not yet tasted success because of the heavy initial investments that are required to break even with other companies and compete
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. with them. The India Retail Industry is gradually inching its way towards becoming the next boom industry. The total concept and idea of shopping has undergone an attention drawing change in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retailing has entered into the Retail market in India as is observed in the form of bustling shopping centers, multi-storied malls and the huge complexes that offer shopping, entertainment and food all under one roof. A large young working population with median age of 24 years, nuclear families in urban areas, along with increasing workingwomen population and emerging opportunities in the services sector are going to be the key factors in the growth of the organized Retail sector in India. The growth pattern in organized retailing and in the consumption made by the Indian population will follow a rising graph helping the newer businessmen to enter the India Retail Industry. In India the vast middle class and its almost untapped retail industry are the key attractive forces for global retail giants wanting to enter into newer markets, which in turn will help the India Retail Industry to grow faster. Indian retail is expected to grow 25 per cent annually. Modern retail in India could be worth US$ 175-200 billion by 2016. The Food Retail Industry in India dominates the shopping basket. The Mobile phone Retail Industry in India is already a US$ 16.7 billion business, growing at over 20 per cent per year. The future of the India Retail Industry looks promising with the growing of the market, with the government policies becoming more favorable and the emerging technologies facilitating operations.
THE INDIAN RETAIL SCENE
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. India is the country having the most unorganized retail market. Traditionally it is a familys livelihood, with their shop in the front and house at the back, while they run the retail business. More than 99% retailers function in less than 500 square feet of shopping space. Global retail consultants KSA Technopak have estimated that organized retailing in India is expected to touch Rs 35,000 crore in the year 2005-06. The Indian retail sector is estimated at around Rs 900,000 crore, of which the organized sector accounts for a mere 2 per cent indicating a huge potential market opportunity that is lying in the waiting for the consumer-savvy organized retailer.
Purchasing power of Indian urban consumer is growing and branded merchandise in categories like Apparels, Cosmetics, Shoes, Watches, Beverages, Food and even Jewellery, are slowly becoming lifestyle products that are widely accepted by the urban Indian consumer. Indian retailers need to advantage of this growth and aiming to grow, diversify and introduce new formats have to pay more attention to the brand building process. The emphasis here is on retail as a brand rather than retailers selling brands. The focus should be on branding the retail business itself. In their preparation to face fierce competitive pressure, Indian retailers must come to recognize the value of building their own stores as brands to reinforce their marketing positioning, to communicate quality as well as value for money. Sustainable competitive advantage will be dependent on translating core values combining products, image and reputation into a coherent retail brand strategy. There is no doubt that the Indian retail scene is booming. A number of large corporate houses Tatas, Rahejas, Piramalss, Goenkas have already made their foray into this arena, with beauty and health stores, supermarkets, self-service music stores, newage book stores, every-day-low-price stores, computers and peripherals stores, office equipment stores and home/building construction stores. Today the organized players have attacked every retail category. The Indian retail scene has witnessed too many players in too short a time, crowding several categories without looking at their core competencies, or having a well thought out branding strategy.
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STRATEGIES, TRENDS AND OPPORTUNITIES 2009
Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centres, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with median age of 24 years, nuclear families in urban areas, along with increasing workingwomen population and emerging opportunities in the services sector are going to be the key growth drivers of the organized retail sector in India.
GROWTH OF RETAIL SECTOR IN INDIA
Retail and real estate are the two booming sectors of India in the present times. And if industry experts are to be believed, the prospects of both the sectors are mutually dependent on each other. Retail, one of Indias largest industries, has presently emerged as one of the most dynamic and fast paced industries of our times with several players entering the market. Accounting for over 10 per cent of the countrys GDP and around eight per cent of the employment retailing in India is gradually inching its way toward becoming the next boom industry.
RETAILING FORMAT IN INDIA Malls: The largest form of organized retailing today. Located mainly in metro cities, in proximity to urban outskirts. Ranges from 60,000 sq ft to 7,00,000 sq ft and above. They lend an ideal shopping experience with an amalgamation of product, service and entertainment, all under
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. a common roof. Examples include Shoppers Stop, Piramyd, and Pantaloon. Specialty Stores: Chains such as the Bangalore based Kids Kemp, the Mumbai books retailer Crossword, RPG's Music World and the Times Group's music chain Planet M, are focusing on specific market segments and have established themselves Discount Stores: As the name suggests, discount stores or factory outlets, offer discounts on the MRP through selling in bulk reaching economies of scale or excess stock left over at the season. The product category can range from a variety of perishable/ non-perishable goods The Indian retail market, which is the fifth largest retail destination globally, has been ranked the second most attractive emerging market for investment after Vietnam in the retail sector by AT Kearney's seventh annual Global Retail Development Index (GRDI), in 2008. The share of retail trade in the country's gross domestic product (GDP) was between 810 per cent in 2007. It is currently around 12 per cent, and is likely to reach 22 per cent by 2010. A McKinsey report 'The rise of Indian Consumer Market', estimates that the Indian consumer market is likely to grow four times by 2025. Commercial real estate services company, CB Richard Ellis' findings state that India's retail market is currently valued at US$ 511 billion. Banks, capital goods, engineering, fast moving consumer goods (FMCG), software services, oil marketing, power, two-wheelers and telecom companies are leading the sales and profit growth of India Inc in the fourth quarter of 2008-09. India continues to be among the most attractive countries for global retailers. At US$ 511 billion in 2008, its retail market is larger than ever and drawing both global and local retailers. Foreign direct investment (FDI) inflows as on January 2009, in single-brand retail trading, stood at approx.
US$ 25.18 million, according to the Department of Industrial Policy and Promotion (DIPP). India's overall retail sector is expected to rise to US$ 833 billion by 2013 and to US$ 1.3 trillion by 2018, at a compound annual growth rate (CAGR) of 10 per cent. As a democratic country with high growth rates, consumer spending has risen sharply as the youth population (more than 33
strongly in their sectors.
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percent of the country is below the age of 15) has seen a significant increase in its disposable income. Consumer spending rose an impressive 75 per cent in the past four years alone. Also, organised retail, which accounts for almost 5 per cent of the market, is expected to grow at a CAGR of 40 per cent from US$ 20 billion in 2007 to US$ 107 billion by 2013. India has emerged the third most attractive market destination for apparel retailers, according to a new study by global management consulting firm AT Kearney. It further says that in India, apparel is the second largest retail category, representing 10 per cent of the US$ 37 billion retail market. It is expected to grow 12-15 per cent per year. Apparel, along with food and grocery, will lead the organised retailing in India. India has one of the largest numbers of retail outlets in the world. A report by Images Retail estimates the number of operational malls to grow more than two-fold, to cross 412, with 205 million square feet by 2010, and a further 715 malls to be added by 2015, with major retail developments even in tier-II and tier-III cities in India. Marks & Spencer Reliance India is planning to open 35 more stores over the next five years, according to Mark Ashman, CEO of the company. The 51:49 joint venture between UKs Marks and Spencer and Reliance Retail Ltd already has 15 stores in India. Future Group has been restructured to test the new rules on FDI under Press Notes 2, 3 and 4 issued in February 2009. The company plans to bring in up to US$ 148.7 million in foreign investment. Although FDI is permitted only in single-brand retail and not permitted in multibrand retail businesses like Future Group's, the conglomerate has created two layers of operations to take advantage of the three Press Notes that allow FDI up to 49 per cent in operating-cuminvestment companies as long as they are owned and controlled by Indians. Carrefour SA, Europes largest retailer, may start wholesale operations in India by 2010 and plans to set up its first cash-and-carry outlet in the National Capital Region. Currently, Carrefour exports goods worth US$ 170 million from India to Europe, UAE, Indonesia, Europe, Thailand, Singapore and Malaysia. Jewellery manufacturer and retailer, Gitanjali Group and MMTC are jointly setting up a chain of exclusive retail outlets called ShuddiSampurna Vishwas. The joint venture, which plans to open around 60 stores across India by end of this year, will retail hallmarked gold and diamond jewellery. Mahindra Retail, a part of the US$ 6.7-billion Mahindra Group, plans to invest US$ 19.8 million by 2010 to step up its specialty retail concept 'Mom and Me'.
RETAILING PRINCIPLES 1. To define the core customer and merchandise for the store, its price points, its
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. assortments and presentation of sales for that target group. 2. 3. 4. 5. 6. 7. 8. To have consistency of quality in every merchandise of the store i.e. same taste To always have a unique and exclusive merchandise to differentiate itself from To give value for money to the customers. To give publicity and to be on the top of the mind, awareness through various To give convenience and service to our customers. To be low cost operator in To build up successful partnerships with franchisees. To upgrade technologies, by way of bar-coding, computerised reordering and rice points for every merchandise. its competitors.
promotional schemes and excitement in store this generates traffic and then business. term of cost.
system and to monitor inventories, analyse the customer data base for effective marketing.
Objective of the study:

To know the awareness of the customers towards vishal mega mart. To know whether the customers are satisfied with present service given by the vishal mega mart Factors considering while purchasing retail products. To know the effectiveness of the promotional activities done by vishal mega mart To seek the suggestions and opinions from customers regarding the improvement of service of vishal mega mart.
NEED OF THE STUDY

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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. The behaviour of the consumer at the market place is depending on what he thinks as a reality or on his perception and knowledge about the world around him. This perception may be based on sensations from the outside world which in turn may be influenced by past experience or learning, expectations, fantasies beliefs, values, personality etc. Thus for having a letter understanding of buying behavior of individual marketers must examine the importance of perception and its integration with the related concepts. This information will help him to device marketing strategies and programmers, such as to help consumers to perceive their (firms) products or services positively. Scope of the study: The data was collected from the respondents across all the ages, income groups, occupation and gender. The total sample size for the study is 100. The study involves ascertaining the customer perception towards various areas such as price, products, services, promotional activity, billing system etc. So the study tried to get the responses from almost all kinds of respondents. The study covered the respondents who visited the store for shopping. The study also covered the areas which are important for the marts in improving their performance. So the study of the Customer perception is extensive and covers respondents across all categories
Limitations of the study

Every research is carried under some boundaries and this research is not an exception.
The limitations of this research are:

The opinion of the respondents may not represent the whole population. Due to the limitations of time, a larger respondent base could not be covered and was limited to a sample size of 100 respondents. There might have been tendencies among the respondents to filter their responses under the given conditions. The customers opinion might have been biased and may not represent the whole population of the city. Most customers were busy and with their work.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Analysis of data obtained from the questionnaire was done on the assumption that honest and correct information had been given by the respondents
Research methodology Meaning:

A research design is a method and procedure for acquiring information needed to solve the problem. A research design is a basic plan that helps in data collection or analysis. It specifies the type of information to be collected, the source and collection procedure. A good research decision will ensure that the data collected is relevant to the objectives to be achieved.
Sampling Procedure In the study of this kind primary data plays a vital role. Regardless of the method used to obtain the primary data (experimentation, observation and survey), the researcher has to decide whether the data to be obtained from every unit of the population under study or only a representative portion of the population will be used. The first approach, which is collecting data about each and every unit of the population, is called census method. The second approach, where only a few units of population under study are considered for analysis is called sampling method.
Data type:
Secondary data: The first step in data collection approach is to look for secondary data. Secondary data is generally developed and published for some purpose other than for helping to solve the problem at hand. In this study secondary data is used for the exploratory research and secondary data includes data collected from existing records and personal observation The secondary sources used to collect the data are: Organisation Records,
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Reference Books, Articles in Newspapers , Magazines and Journals ,Related Web sites
Primary data:
The primary data is collected for the purpose of solving the problem at hand. In this study primary data is collected for the descriptive research for the accurate description of the variables of the problem. The data is a first hand data collected directly from the respondents.
Method of Sampling
1. Population: Respondents from Hubli city. 2. sample size: The total sample size for the study was 100 respondents. 3. sample element: Vishal mega mart customers 4. Sampling unit: Businessmens, professionals, students, employee 5. sampling extent: Hubli city .
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CHAPTER ------ 2 Data analysis and Interpretation

Are you aware of vishal mega mart
Frequency Percent Valid Percent Cumulative Percent Valid Yes 100 100.0 100.0 100.0
Analysis: From the survey we come to know that 100% of the respondents are know the vishal mega mart. Interpretation: The study shows that vishal mart known by all 100respondents where we have done the survey in hubli.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. How did you come to know about vishal mega mart Frequenc y 34 20 30 16 100 Percen t 34.0 20.0 30.0 16.0 100.0 Valid Percent 34.0 20.0 30.0 16.0 100.0 Cumulative Percent 34.0 54.0 84.0 100.0
Valid Friends&relatives TV ads Papers&magazines Pamplets Total
Analysis: From the study we come to know that In 100% respondents 34% of people are know vishal mega mart by friends and relatives.20% people are known by tv adds.30% are known by papers and magazines.16% people are known by pamplates.
Interpretation: By this study we come to know that friends and relatives papers and magazines play major role introduce the vishal mart to the people in hubli city
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Which mart do you prefer Frequency Percent Valid big bazar vishal mega mart shopers shop others Total 21 67 5 7 100 21.0 67.0 5.0 7.0 100.0 Valid Percent 21.0 67.0 5.0 7.0 100.0 Cumulative Percent 21.0 88.0 93.0 100.0
Analysis: Out of 100% respondents 67% of people prefer vishal mega mart. 21% people prefer big bazaar.5%people prefer shopers shop & 7% of people preferring others Interpretation:From the study most of the people prefer vishal mega mart . Because vishal sevise is good so highest respondents are preferring vishal mega mart.
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Which factors influenced you to purchase products in vishal mega mart?

Frequency Percent Valid Percent Cumulative Percent quality service Valid packaging reasonable price Total 28 16 14 42 100 28.0 16.0 14.0 42.0 100.0 28.0 16.0 14.0 42.0 100.0 28.0 44.0 58.0 100.0
Analysis:Out of 100% respondents 42%
respondents are influenced by reasonable
price.28% respondents are influence by quality.16% respondents are influenced by quality.14% of respondents are influenced by packing. Interpretation:From the study we come to know that reasonable price is influenced factor.By seeing the respondents 28% are influenced by quality&thers are influenced by service & packing.From this survey we come to know vishal mart has to improve there packaging facility.
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Are you satisfied with price of products available in vishal mega mart
Frequency Percent Valid Percent Cumulative Percent Highly dissatisfied dis satisfied Valid moderate satisfied Highly satisfied Total 1 5 22 62 10 100 1.0 5.0 22.0 62.0 10.0 100.0 1.0 5.0 22.0 62.0 10.0 100.0 1.0 6.0 28.0 90.0 100.0
Analysis: Out of 100 respondents 62% of people are satisfied by the price of products available in vishal mega mart. Interpretation: From the survey we come to know that maximum numbers of the people are satisfied with the price of products available in vishal mega mart.
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What do you feel about prices of products in vishal mega mart?

Frequency Percent Valid Percent Cumulative Percent Cheap Costly Valid very costly reasonable Total 12 21 8 59 100 12.0 21.0 8.0 59.0 100.0 12.0 21.0 8.0 59.0 100.0 12.0 33.0 41.0 100.0
Analysis:From the this chart i come to know that out of 100% respondents 59% respondents are good feel about prices of Vishal mart. Interpretation:survey showed that 59% of the people are feel good about the reasonable price of vishal mega mart.20% of the people are feel about costly
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To what extent are you satisfied with the quality of products in vishal mega mart?
Frequency Valid -10 -20 10 20 30 40 50 Total 1 1 14 13 35 31 5 100
Percent 1.0 1.0 14.0 13.0 35.0 31.0 5.0 100.0
Valid Cumulative Percent Percent 1.0 1.0 1.0 2.0 14.0 16.0 13.0 29.0 35.0 64.0 31.0 95.0 5.0 100.0 100.0
Analysis: Through this survey we come to know that out 100% respondents 30% of the respondents are satisfied with the quality of products in vishal mega mart.1% of the respondents are dissatisfied.
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Interpretation: This chart shows most of the customers respondents satisfied with the quality of products In vishal mega mart.
What do you feel about service of vishal mega mart?

Frequency Percent Valid Percent Cumulative Percent Best excellent Valid Better Worst Total 10 20 65 5 100 10.0 20.0 65.0 5.0 100.0 10.0 20.0 65.0 5.0 100.0 10.0 30.0 95.0 100.0
Analysis:Survey showed that out of 100% respondents 65%respondents felt that best.5% of respondents felt worst.
better
service of vishal mega mart.20% respondents felt excellent.10 of respondents are felt
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Interpretation: Trough the survey we came to know that servise of the vishal mega mart is better than other marts.
What do say about the whole performance of vishal mega mart

Frequency Percent Valid Percent Cumulative Percent Best excellent Valid Better Worst Total 21 46 31 2 100 21.0 46.0 31.0 2.0 100.0 21.0 46.0 31.0 2.0 100.0 21.0 67.0 98.0 100.0
Analysis:survey showes that 46% of the respondents are said that vishal mart whole performance is excellent.31%respondents are said better.21% respondents said best. 2 of the respondents said worst performance of the vishal mega mart.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Interpretation:Througt the survey we come know that hightest respondents are said that vishal mart performance is excellent.
Do you agree that promotional activities are carried by vishal mega mart are effective?
Frequency Percent Valid Percent Cumulative Percent agree Valid disagree Total 87 13 100 87.0 13.0 100.0 87.0 13.0 100.0 87.0 100.0
Analysis:survey showed that out of 100 respondents 87 respondents are agree with the promotional activity conducted by vishal mega mart.13 respondents are disagree with the promoyional activity.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Interpretation:through this survey we come to that hightest respondents are agree with the promotional activity.
Comparing to other marts vishal mega mart service is

Frequency Percent Valid Percent Cumulative Percent Best Valid Average Worst Total 20 77 3 100 20.0 77.0 3.0 100.0 20.0 77.0 3.0 100.0 20.0 97.0 100.0
Analysis:survey shows that out of 100 respondents 77 respondents are agree with the vishal mart servise is average comparing to other marts.some of 20 respondents are agree with the vishal mart servise is best.only 3 respondents are agree with vishal mart servise is worst.
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Interpretation: Through this survey most of the 77 respondents are said vishal mart servise is average comparing to other mart. Have you found out any problem while buying products in vishal mega mart?
Frequency Percent Valid Percent Cumulative Percent yes Valid no Total 21 79 100 21.0 79.0 100.0 21.0 79.0 100.0 21.0 100.0
Analysis:survey shows that out of 100 respondents 79 respondents are not got problem while buying the products in vishak mega mart.21 respondents are found any problems in buying products in vishal mega mart. Interpretation:Though this survey most of 79 peoples are fonud problems.other 21respondents are not get any problems.
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Acording to you which promotional activity carried out by vishal mega mart are good?
Frequency Banner Pamplets Valid Advertisement TV ads Total 28 15 47 10 100 Percent 28.0 15.0 47.0 10.0 100.0 Valid Percent 28.0 15.0 47.0 10.0 100.0 100.0 Cumulative Percent 28.0 43.0 90.0
Analysis:From the survey out of 100 respondents 47 respondents are says advertisement promotional activity is good conducted by vishal mega mart.28 respondents are said banner is good promotional activity.pamplate is 15%. 10% is tv adds.
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Interpretation:Through this survey we come to know that advertisement promotional activity is good in the minds of the respondents carried out by vishal mega mart.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Are you satisfied with the present service of vishal mega mart
Frequency Yes Valid No Total 88 12 100 Percent 88.0 12.0 100.0 Valid Percent 88.0 12.0 100.0 Cumulative Percent 88.0 100.0
Analysis:Survey shows that out of 100 respondents 88 respondents are satisfied with the present sevise of vishal mega mart 12 of the respondents are not satisfied with the servise of the vishal mega mart. Interpretation: Through this survey some of majority respondents are satisfied with the present servise with vishal meag mart.But 12 respondents are not satisfied with servise of vishal mega mart
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Analysis:All 100 respondents are aware of vishal mega mart.34 respondents are aware through friends & relatives 20 respondents are aware through tv adds 30 of the respondents aware through papers and magazines and 16 of the respondents aware through pamphlets
Analysis : out of 12 respondents who said price of the product is cheap and 12 of them said that whole performance of the vishal mega mart s best.out of 21 respondent said that price of the product of vishal mart is costly.12 of them said whole performance of vishal mega mart is best. 8 of them price of the product n vshal mega is very costly.31 respondents said that whole performance s better.59 respondents sad price of vishal mega mart is reasonable
Hypothesis Testing:
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Hypothesis means assumption Statistical hypothesis means assertion or conjecture about parameter or parameters of a population. Statistical hypothesis are based on the concept of proof by contradiction. Here we selected null hypothesis I .e Hypothesis is tested with the help of questionnaire the Ho states that more than or equal to 70% of people say performance of vishal mega mart is better. . As per data collected 65 out of 100 respondents said performance of vishal mega mart is better. Null Hypothesis=Ho: More than or equal to 70% of people said performance of vishal mega mart is better Alternative hypothesis-H1= Less than 70% of people said performance of vishal mega mart is better Using Z TEST we can prove this P = 0.70 n = sample size = 100 a (alpha) = 5% level of confidence P= Population proportion Po= Sample proportion S=Standard error Z = 1.64 (referring table)
S=
P(1-P) n-1
0.70 (1-0.70) 100-1 S = 0.04605
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Po = 65/100 =0.65 Z = Po P S = 0.65 0.70 0.0046 = -10.8695
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CONCLUSION:
Reject Ho because it falls under confidence level i.e. Negative critical region. It states that less than 70% people say performance of vishal mega mart is better To know the effectiveness of the promotional activities done by vishal mega mart Hypothesis is tested with the help of questionnaire the Ho states that less than people are agree with the promotional acticvity. Ho<90% H1 more than 90% of the respondents are agree with the promotional activity. Testing Hypothesis at5% Level of significant, N= 100 PH0=90% QH0= 10% p = 87% = 0.87 P= Population proportion Po= Sample proportion S=Standard error A= 5% level of confidence Z = 1.64 (referring table)
S=
PH0*QH0 N
0.90 *0.10 100
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0.0009 = 0.03
Z Cal = p = -PH0 Standard Error Z Cal = 0.87-0.90 0.03 = - 0.03 0.03 = -1 -1 > -164 Zcal > Z Tab value Conclusion: Accept Ho more than 90% of the respondents are agree with the promotional activity
3] Factors considering while purchasing retail products H0= less than 55% of resopondents says price of the products available in vishal mega is reasonable H0=< 55% H1= 55% of the respondents says price of the products available in vishal mega is reasonable Testing hypothesis is at 5% Level of significant N= 100 PH0=55%
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. QH0=45% P= 42% = 0.42 Standard Error = PH0*QH0 N
0.55*0.45 100
0.002475 =
= 0.049 Z cal = P - PHO Std error = 0.42 0.55 0.049 -0.13 = 0.049 - 2.65
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. Reject Ho because it falls under confidence level i.e. Negative critical region. It states that less than 55 % respondents says price of the products available in vishal mega is reasonable
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FINDINGS
1. The awareness level about Vishal mega mart is very high in Hubli city. 2. 34% respondents came to know about Vishal mega mart through friends & relatives 0nly 16% respondents came to know through pamphlets 3. 67% of the respondents are preferring vishal mega mart and 5% respondents are preferring shoppers shop. 4. 42% of the respondents are influenced by the factor of reasonable price to purchase the products in vishal mega mart and 14% of the respondents are influenced by the factor of packaging. 5. 62% of the respondents are said that they are satisfied with the price of products available in vishal mart , 1% of the respondents are highly dissatisfied with the price of products available in vishal mega mart. 6. 59% of the respondents are felt that vishal mega mart price of the products are reasonable. But 8 respondents are felt very costly prices of products available in vishal mega mart 7. 65% of the respondents are felt that vishal mega mart servise is better.5% of the respondents are felt that vishal mega mart servise is worst. 8. 46% of the respondents are said vishal marts whole performance is excellent, 2% of the respondents are said worst. 9. 87% respondents are agree with the promotional activity conducted by vishal mega mart.13% of the respondents are disagree with the promotional activity.
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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. 10. 77% of the respondents are agree with the vishal mart servise is average comparing to other marts.3% of the respondents are said vishal mega mart servise is worst. 11. 79% of the respondents are not found any problem while buying products vishal mega mart.21% of the respondents are found problems. 12. 47% of the respondents are said that advertisement is good conducted by vishal mega mart.10% of the respondents are said Tv add. 13. 88% of the respondents are satisfied with the present servise of vishal mega mart.12% of the respondents are said not satisfied.
56
SUGGESTIONS
1. study shows that at present they have more number of satisfied customers, and hence the Vishal mage mart has to concentrate on who have not satisfied with present service given by the vishal mega mart 2. Some respondents found difficulty to find the products which they require immediately, it took a lot of time for them to search for the products which they required. So arranging up of the products is necessary. 3. Vishal mega mart can improve its advertisement strategy. By the survey reports it comes to know that where less people are happy with the advertisement given by vishal mega mart. By attractive advertising it can attract competation market and also can attract customers from compitators
57
Conclusion
From the study, it may conclude that, the perception towards Vishal mega mart is good in Hubli city and almost all people are aware of its presence in the city. Most of the customers came to know about Vishal mart through their friends, so the satisfaction level among customer is high. Few customers felt that the products sold in vishal megamart are costlier. So Vishal mega mart has to sell the products at reasonable rate. During the study it is also noticed that few customers are not happy with Present service . Vishal mega mart has to look over all variety of products at their marts, so the customers are happy with the availability of different products. So we can conclude that the overall perception towards vishal mega mart is positive and customers are satisfied with the way of management of vishal mega mart
58
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. BIBLIOGRAPHY
BOOKS: Consumer Behaviour --- Leon G. Schiffman Leslie Lazar Kanuk
Magazines: Business Week Business World Economic Times
Websites: www.google.com.
59
ANNEXURE
Questionnaires
Dear Sir/Madam,
Personal Profile: a) Name: _____________________________________________________ b) Age : 15 to 25
26 to 35 36 to 45 46 to 55 56 Above Employees student

Female
c) Occupation: Business man d) Gender: Male
e) Address:_____________________________________________________ f) Phone No:___________________________________________________ g) Income: Nil
Below 10,000 10,001 to 20,000 30,001 to 40,000 40,001 and above
20,001 to 30,000
1) Are you aware of Vishal Mega Mart ? Yes
No

B] Tv advertisement D] Pampltes
2) How did you come to know about Vishal Mega Mart? A] Friends and Relatives C] Papers and Magzines
3) Which mart do you prefer?
60
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. A] Big Bazar C] Shopers shop
B] Vishal Mega Mart D] Others
4) Which factors influenced you to purchase products in Vishal Mega Mart? A] Quality C] Packaging
B] Service D] Reasonable Price
5) Are you satisfied with price of products available in Vishal Mega Mart? Highly
Dissatisfied
Moderate
Satisfied
Highly satisfied
Dissatisfied 6) What do you feel about prices of products in Vishal Mega Mart ? A] Cheap C] Very Costly
B] Costly D] Reasonable
7) To what extent Are you satisfied with the quality of products in Vishal Mega Mart ?
-50
-40
-30 -20 -10
10
20
30
40
50
8) What do you feel about service of Vishal Mega Mart ?
61
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. A] Best C] Better
B] Excellent D] Worst
9) What do you say about whole performance of the Vishal Mega Mart? A] Best C] Better
B] Excellent D] Worst
10) Do you agree that promotional activities are carried by Vishal Mega mart are effective? A] Agree
B] Disagree
11) Comparing to other marts, Vishal Mega Mart service is ? A] Best
B] Average
C] Worst
12) Have you found out any problem while buying products in Vishal Mega Mart ? A] Yes
B] No
13) According to you which promotional activities carried out by Vishal Megha Mart are good? A] Banner C] Advertisement
B] Pamphlets D] TV Add
62
TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART. 14) Are you satisfied with the present service of Vishal Mega Mart ? A] Yes
B]
No
15) Presently what you are expecting from Vishal Mega Mart ? _____________________________________________________ 16) Lastly give any suggestions regarding an improvement of service of Vishal Mega Mart
63

A PROJECT REPORT On To Know The Awareness of The Customers Towards Vishal Mega Mart

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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

PRODUCTS Products, Products Industry Competitors Technology : :

Products available a Vishal mega mart:

Marketing strategies for various products: 1. Convenience Products:

Home Needs 1.Toilet cleaners 2.Detergent 3.Liquid Soaps 4.Insect Killers

THE INDIAN RETAIL SCENE

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

STRATEGIES, TRENDS AND OPPORTUNITIES 2009

GROWTH OF RETAIL SECTOR IN INDIA

strongly in their sectors.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

Objective of the study:

NEED OF THE STUDY

Limitations of the study

The limitations of this research are:

Research methodology Meaning:

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

CHAPTER ------ 2 Data analysis and Interpretation

Valid Friends&relatives TV ads Papers&magazines Pamplets Total

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

Which factors influenced you to purchase products in vishal mega mart?

Analysis:Out of 100% respondents 42%

respondents are influenced by reasonable

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

What do you feel about prices of products in vishal mega mart?

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

Frequency Valid -10 -20 10 20 30 40 50 Total 1 1 14 13 35 31 5 100

Percent 1.0 1.0 14.0 13.0 35.0 31.0 5.0 100.0

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

What do you feel about service of vishal mega mart?

What do say about the whole performance of vishal mega mart

Comparing to other marts vishal mega mart service is

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

0.70 (1-0.70) 100-1 S = 0.04605

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

0.90 *0.10 100

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

BOOKS: Consumer Behaviour --- Leon G. Schiffman Leslie Lazar Kanuk

Magazines: Business Week Business World Economic Times

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

26 to 35 36 to 45 46 to 55 56 Above Employees student

c) Occupation: Business man d) Gender: Male

e) Address:_____________________________________________________ f) Phone No:___________________________________________________ g) Income: Nil

Below 10,000 10,001 to 20,000 30,001 to 40,000 40,001 and above

1) Are you aware of Vishal Mega Mart ? Yes

3) Which mart do you prefer?

B] Vishal Mega Mart D] Others

B] Service D] Reasonable Price

-30 -20 -10

8) What do you feel about service of Vishal Mega Mart ?

11) Comparing to other marts, Vishal Mega Mart service is ? A] Best

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e) Address:___ f) Phone No:_ g) Income: Nil