Professional Documents
Culture Documents
PREPARED BY: MAHESH VAGHASIYA ENROLLMENT NO: 127260592018 BATCH: 2012-2014 GUIDED BY: MS.BHAVYATA PANDYA COLLLEGE KNOWLEDGE GURUKUL INSTITUTE OF BUSINESS MANAGEMENT SUBMITTED TO: GUJRAT TECHNOLOGICAL UNIVERSITY
DECLARATION
I am Mahesh vaghasiya a student of 3rd semester mba hereby declare that the project work which is presented in this report is my own. I have prepared this project report under the supervision and guidance of prof.bhavyata pandya Rajkot .
I feel very good to present this report ,this project report is submitted to gujrat technological university ahemedavad by preparing this report I got an opportunity of practical study
Preface
The only source of knowledge is experience As theoretical knowledge is a must for every student in the mba Programme but practical experience is also very essential
Traditional (4Ps):
The product or service The price The place Promotion
ADVANTAGES:To increase the market share To remove customer dissatisfaction To retain the current customers and also gaining by new one through study the customer expectations.
1.2PROBLEM IDENTIFICATION:
1) Customers are not aware enough about the all product range of the company. 2) Company is not properly using the Advertisement Strategy which is very necessary for making customer awareness about the products. 3) Company is efficiently applying the Total Quality Management and the performance of product is good but Prices are very high in this competitive scenario.
Project work includes:1. Find out the level of customer satisfaction with respect of pantaloon product. 2. To Collect the information from various customer through structured questionnaire. 3. Determine the customer expectation about the pantaloon. 4. Identify the various suggestive points from the customer.
SECONDARY OBJECTINE
To know the consumer preferences and choice To know the potential of the market and expand into new markets and promote new brands To study about the factors that influences the satisfaction level of the customer. To know the opinion of customers about the price of Products. To know how does service matters after sales for next purchase.
1.6
Time constraint was the biggest limitation. The project had to be completed within 2 months and hence the sample size had to be lesser. The survey is mainly done inside the pantaloon outlet. One problem that every interviewer faces is the willingness of the dealers in filling up the questionnaire. The data has been collected by customer which visited in pantaloon.
Young Urban Managers are the vibrant backbone of the Indian economy. They are highly entrepreneurial, hard working, money focused and are keen networkers. Their shopping habits are driven by a quest for status and economic advancement. With their busy careers and limited leisure time, their shopping needs are highly influenced by accessibility and convenience. The demand for home delivery, particularly for convenience goods, is very strong amongst this group. Golden Boys and Girls are young, university educated and urbanised. Mumbai and New Delhi are their favoured cities. They are thirsty for new consumer goods and designer brands, especially IT products and services. They are the prime target for international retailers, but interestingly they still have one foot deeply implanted in traditional Indian family values. This group will increasingly favour hybrid retail concepts that offer the best of Western models, but also strongly reflect their Indian cultures. Cosmopolitans are less show off than the Golden Boys and Girls. They incarnate the values of globe-trotting travel and professional mobility. They are early adopters of new technologies and buy into global brands. Bangalore is the natural home of the Cosmopolitans and because of its cosmopolitan demographics is frequently used as a test market for new retail concepts. Reactive are older managers, who are modern and keen to break away from rigid hierarchies and social boundaries. They seek new skills, knowledge and professional success. However, they are less at ease with change in Indian society. Kolkata is a city in which the Reactives find their place. Peaceful India for this group consumption is linked to aesthetics and refinement. They are modern in their openness to gender equality and quest for reconciliation. Chennai is an attractive place to live for the Peaceful India The Drivers of Consumption: Thrill Pleasures There is a strong desire in Indian society for emotionally rewarding experiences. Mall shopping in India is currently viewed as an experience, a leisure pursuit and a form of entertainment,
which has encouraged huge footfalls in new shopping malls. However, the challenge for many mall retailers and owners is
converting the Indian window shopper from browser to purchaser. Complexes that offer other entertainment opportunities, such as multiplexes, are favoured by consumers. Indians are avid cinema-goers, reflecting their thirst for evasion, romance and new forms of vicarious consumption.
Fusion Fever - Whilst the Indian middle classes are attracted to global brands, they are still committed to
their traditions and culture. We are seeing a fusion of modernity and tradition, and the hybridization of Indian and western cultures, reinforced by the strong Indian Brand. This hybridization will increasingly translate into new retail concepts.
Aesthetics - Indian society has a deep sense of aesthetics, and home aesthetics are especially top of the
mind to Indias vanguard class. Home furnishings are central to the concept of a good quality of life, and retailers catering for this segment will see strong growth.
Novelty The thirst for novelty is a fundamental characteristic of the New India, which is not just
confined to the young. The taste for novelty is also driven by the need for learning and advancement through education. The current novelty value of shopping malls is high, but over time this will wane as choice increases, and Indian shoppers will become much more discriminatory over their choice of venue.
Technology - A taste for technology is a defining characteristic of Indian socio-cultural profile. This
translates into strong interest in internet retailing which is increasingly popular, particularly or electronics and advanced consumer durables. n interesting dynamic is emerging in India, whereby internet retailing is evolving in tandem with modern store based retailing. This will raise the demand for concept stores, exhibition space and promotion zones within shopping malls.
Network Culture - Indian society has become increasingly network based, and there is a strong urge to
communicate, interact and extend ones mobility. Increasingly, malls are a focal point for interaction and social exchange.
Advertising tops the global rank in terms of societys attraction to advertising and infotainment as a
source of influence and information. Indian advertising is known for its creativity and boldness.
2.4 CUSTOMER SATISFACTION IN 7 STEPS It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved. 1. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person, rather than a voice on the phone or someone typing into an
email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, you're well on your way to a sale. 2. Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. A good example of this is my Web host. They've had some trouble with server hardware which has caused a fair bit of downtime lately. At every step along the way I was emailed and told exactly what was going on, why things were going wrong, and how long it would be before they were working again. 3. Be Friendly and Approachable A fellow SitePointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. 5. Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalised sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people
on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued. 1. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out: Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. 7. Honour Your Promises It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates.
TAKING a leaf out of Adam Smiths Wealth of Nations, India may very aptly be described as a nation of shopkeepers. With over 10 million retail outlets of varying sizes and sophistication, from the neighborhood pan Walla (who often stocks some daily necessities) to the city-centre supermarket, India might easily replace the Britain in Adam Smiths definition. With the retail trade accounting for over 10 per cent of GDP and employing approximately 8 per cent of the workforce, that is about 25 million people, this sector cannot be short-changed. And though organized retail accounts for a miniscule 2 per cent of the total retail market in the country, projections hold wholesale promise. RETAIL in India is undoubtedly a growth story. In various global rankings, India has emerged as one of the most favored retail destinations. The considerable investments made by large-scale domestic and international players have accelerated the development of large, modern store chains gradually superseding the 12 million or so traditional family-run retail outlets. Today, organized retail is estimated to represent only about 5-7% of Indian retail and yet is estimated to grow to about a quarter of sales in two to three years.
EVOLUTION PROCESS
Fig No. -1
BOARD OF DIRECTORS
Mr. Kishore Biyani, Managing Director (Pantaloon Retail India Ltd.), Chief Executive Officer (Future Group). Mr. Gopikishan Biyani, Whole time Director. Mr. Rakesh Biyani, Whole time Director. Mr. Ved Prakash Arya, Director, Operations, and Chief Operating Officer. Mr. Shailesh Haribhakti, Independent Director. Mr. S. Doreswamy, Independent Director. Mr. D O Koshy, Independent Director. Mr. Anuj Poddar, Independent Director. Mr. Bala Deshpande, Independent Director. Mr. Anil Harish, Independent Director
FUTURE GROUP
Pantaloon Retail is the flagship enterprise of the Future Group, which is positioned to cater to the entire Indian consumption space. The Future Group operates through six verticals: Future Retail (encompassing all retail businesses), Future Capital (financial products and services), Future Brands (management of all brands owned or managed by group companies), Future Space (management of retail real estate), Future Logistics (management of supply chain and distribution) and Future Media (development and management of retail media). Future Capital Holdings, the group's financial arm, focuses on asset management and consumer finance. It manages two real estate investment funds (Horizon and Kshitij) and consumer-related private equity fund, In division. It also plans to get into insurance, consumer credit and other consumer-related financial products and services in the near future. Future Group's vision is to, "Deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner." One of the core values at Future Group is, 'India ness' and its corporate credo is Rewrite rules, Retain values. Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias leading business houses with multiple businesses spanning across the consumption space. While retail forms the core business activity of Future Group, group subsidiaries are present in consumer finance, capital, insurance, leisure and entertainment, brand development, retail real estate development, retail media and logistics. Led by its flagship enterprise, Pantaloon Retail, the group operates over 12 million square feet of retail space in 71 cities and towns and 65 rural locations across India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and is listed on the Indian stock exchanges. The company follows a multi-format retail startegy that captures almost the entire consumption basket of Indian customers. In the lifystyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket format that combines the look, touch and feel of Indian bazaars with the choice and convenience of modern retail. In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a hypermarket.
Future the word which signifies optimism, growth, achievement, strength, beauty, rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet unwritten; create new opportunities and new successes. To strive for a glorious future brings to us our strength, our ability to learn, unlearn and re-learn, our ability to evolve. We, in Future Group, will not wait for the Future to unfold itself but create future scenarios in the consumer space and facilitate consumption because consumption is development. Thereby, we will effect socio-economic development for our customers, employees, shareholders, associates and partners.
Our customers will not just get what they need, but also get them where, how and when they need.We will not just post satisfactory results, we will write success stories. We will not just operate efficiently in the Indian economy, we will evolve it. We will not just spot trends, we will set trends by marrying our understanding of the Indian consumer to their needs of tomorrow It is this understanding that has helped us succeed. And it is this that will help us succeed in the Future.
CORE VALUES
Indian ness : confidence in ourselves. Leadership: to be a leader, both in thought and business. Respect & Humility: to respect every individual and be humble in our conduct. Introspection: leading to purposeful thinking. Openness: to be open and receptive to new ideas, knowledge and information. Valuing and Nurturing Relationships: to build long term relationships. Simplicity & Positivity: Simplicity and positivity in our thought, business and action. Adaptability: to be flexible and adaptable, to meet challenges. Flow: to respect and understand the universal laws of nature.
3.2COMPANY PROFILE
INTRODUCTION ABOUT COMPANY
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Pantaloon Retail (India) Limited, is India's leading retail company with presence across multiple lines of businesses. In fact, this company ranked no.1 during 2006 and 2007. The company owns and manages multiple retail formats that cater to a wide cross-section of the Indian society and is able to capture almost the entire consumption basket of the Indian consumer. Headquartered in Mumbai (Bombay), the company operates over 12 million square feet of retail space, has over 1000 stores across 71 cities in India and employs over 30,000people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include Brand Factory, Blue Sky, all, Top 10 and Star and Sitara. The company also operate an onlineportal,futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection i, selling home furniture products and eZone focussed on catering to the consumer electronics segment.
COMPANYS PROFILE
Type : Private Founded : 1997 Headquarter :Gariahat, India Founder : Mr Kishore Biyani MD & Chairman : Mr. Kishore Biyani Director : Mr Rakesh Biyani Key people : Mr.Vijay kumar Chopra Mr. Sailesh Haribhakti Mr. Anil Harish Mr. Bala Deshpande Industry : Retail Industry, fashion store
Future Capital
Financial products and services
Future Brands
Management of all brands owned or managed by group companies
Future Space
Management of retail real estate
Future Logistics
Management of supply chain and distribution
YEAR
EVENTS
1987 - The Company was incorporated on the 12th October, under the Name of Manz Wear Private Limited. 1991 - The Company was converted into a Public Limited Company Under the name of Manz Wear Limited on 20th September. 1992 - The Company has successfully launched the Pantaloon Trousers, Shirts, Denims, Sleep Suits and other ready-made garments. 1994 - The Company is launching a new brand of shirts called `John Miller' at affordable prices. 1996 -Pantaloons Fashions (India) Ltd.has launched the Yorker to concede with the world cup 1997 - The Company has launched women's wear, children's wear and household products in the last few months. 1998 - The Company has introduced Shrishti range of Salwaar Kameez. The Company has also added Knitted T-shirts to its range of products. 1999 - The Company opened a state-of-art family store at prestigious Crossroads, Haji Ali, Mumbai, spread over an area of 4,500sq. ft. 2004 -Pantaloon join hands with Unitech for home stores chain -Pantaloon sets up restaurant at Bangalore Central Hall 2006 -Pantaloon Retail - Strategic alliance agreement with Ruchi Soya Industries 2007 -Pantaloon Retail India Ltd has entered into a 50:50 joint venture (JV) with Axiom Telecom LLC,
2006
Asia Pacific Best of the Best Retailers Pantaloon Retail (India) Ltd Best Retailer in India Pantaloon Retail (India) Ltd Best Managed Company in India (Mid-cap) Pantaloon retail (India) Ltd.
2005
Food Bazaar- Retailer of the Year(Food and Grocery) Big Bazaar-Retailer of the Year(Value Retailing)
product which is sold by pantaloon Ajile Annabelle Bare Denim Barelisore Chalk Holii Honey J M sport Alombard Rang Manon RIG UMM The company is present across several lines of business which have various formats (stores) lywood, The Dollar Store (JV) Fashion - Pantaloons, Central, aLL, Brand Factory, Blue Sky, Top 10, Fashion Station, Big Bazaar, Lee Cooper (JV) General Merchandise - Big Bazaar, Shoe Factory, Navras, Electronics Bazaar, Furniture Bazaar, KB'S FAIR PRICE Electronics - eZone, Electronic Bazzaar, STAPLES (JV) Home Improvement - Home Town Furniture - Collection i, Furniture Bazaar, Home Bazaar E-tailing (Online Shopping) Books & Music - Depot Leisure & Entertainment - Bowling Co., F123 Wellness - Star & Sitara, Tulsi Telecom & IT - Gen M, M Bazaar, M-Port, ConvergeM, Future Axiom Consumer Durables - Koryo, Sensei, IPAQ Service - E Care, H Care , Design & Service Malls - Central (Bangalore, Hyderabad, Pune, Mumbai, Vadodara, Gurgaon, Indore, Ahmedabad) Investment & Savings - Insurance: ULIP, Pension, Endowment etc.
Product
Research Design:
In the survey done by me, I have used the Descriptive research design. Descriptive research is used to obtain information concerning the current status of the phenomena to describe "what exists" with respect to variables or conditions in a situation. The methods involved range from the survey which describes the status quo, the correlation study which investigates the relationship between variables, to developmental studies which seek to determine changes over time. In the Descriptive research design, I have the Cross-Sectional study. Cross-Sectional studies sample the population to make measurements at a specific point in time. Thus, it involves a one time study of the sample. Data collected by me is the Primary Data with the face-to-face interview method.\
Research Tool: A Questionnaire was prepared for the Customers to be surveyed in the various stores of Pantaloon in the NCR region. A total of 14 questions were there in the questionnaire which includes 13 closed ended questions and 1 open ended question apart from general demographic questions. In the questioning approach, faceto-face interview method was used to administer the questionnaire. Uni-Variant analysis Bi-variant analysis Chi-square te st
Source of Data: 1) Primary source 2) Secondary source Primary data can be collected either through experiment or through survey. In cases where data is not available from any record of enterprises or in published sources, it becomes necessary to collect original data for the study to be taken. Primary data can be obtained from following two ways: Secondary data Secondary data includes some pointsews paper Magazines Internet Journals & other written Materials.
4.2DATA ANALYSIS
Table No.-1
No of times customer visit in store. Ones in a moth Twice in a month Once in a weak More than once a week Total
Graph no.-1
Interpretation
44% customer reply the visit in store twice in a month and 26% customer visit in storeonce in a month and 21% customer visit once in a week and 9%customer visit more than once in a week.
Table No.-2
Name of the product
No of Respondent
Percentage of respondent
31.0 51.0 9.5 5.0 3.5 100%
62 102 19 10 7 200
Graph no.-2
Interpretation: Majority of the people buy Apparels from the Pantaloon. This include the Mens Wear,
Ladies Wear, Kids Wear like ethnic , seasonal, casual,night wear. . 102 respondents out of 200 buys Apparels which constitutes 51% of the total while 62 i.e. 31% buys In house brands. Only 19 and 10 respondents buy consumer Accessories, Footwear respectively.
Table No.-3
Drives make to purchese
No of Respondent
Percentage of respondent
11.0 16.0 39.5 30.5 2.5 100%
Convenience Better quality of products Low prices of products More varieties of products Others Total
23 32 79 61 5 200
Graph no.-3
Interpretation:
People come to Pantaloon because of low prices of the product. Pantaloon offers very good discounts and various schemes on the items. Out of 200 respondents 79 i.e. 39.5% of the total comes because of low prices offered. 61 i.e. 30.5% comes because of more variety of products while only 32 and 23 comes for better quality of products and convenience respectively
Table No.-4
avg. amount spend by customer Less than Rs.500 Rs. 500 Rs. 2000 Rs. 2000 Rs. 5000 Rs. 5000 Rs.10000 More than Rs. 10000 Total
Interpretation: On an average majority of people spends500 to 2000Rs.On each outing to the store.
102 out of 200 respondents falls in this range forming a 51% out of total respondents. 64 i.e. 32% spends between2000 to 5000 while 33 and 8 spends between less than 500 and 5000- 10000. Only 3 respondents spend more than 10000 Rs.
Table No.-5
Payment after shopping.
Int card resp cardterpretati ds are used b ondents pay d while 23 pa ion: The p y many peop y to
the retail ays by the Pa payment is do ple but still t ler by cash. 3 antaloon carone mainly b they prefer p 38 i.e. 19% r rd by cash. Tho paying via ca respondents ough credit c ash. 139 i.e. pay via thei cards & debi 69.5% of to ir credit/debi
R No of Responden nt
1 119 665 5 111 2 200
Interpretation: People have good perception about the products of Pantaloon. Majority i.e. 119 out of
200 respondents i.e. 59.5% feels that products are worth good value for money. 65 i.e. 32.5% says that value for money wise products are reasonable. While 11 were silent on this, only 5 respondents says that the products are bad value for money wise
Respondent
55 119 21 5 200
Percentage of respondent
27.5 59.5 10.5 2.5 100%
Interpretation:- In case of the variety of products offered, Pantaloon is way ahead of its competitors.
It has a wide product portfolio covering almost each segment. Due to this, people are happy. Out of 200, 119 respondents described the variety of products offered as good. 55 said excellent and 21 said fair. Only a handful of people were against this.
Interpretation:-People are satisfied and hence are keen to do the repurchase from the Pantaloon. The
chances that they will do repurchase are maximum in case of good and its almost equal in case of excellent and fair. Thus, the Pantaloon is successful in pulling the same crowd again and again.
Table No.-9
quality of your relationship Excellent Very good Good Fair Poor Total No. of Respondent 46 61 65 23 5 200 Percentage of respondent 23.0 30.5 32.5 11.5 2.5 100%
Interpretation:-Pantaloon is successful in creating a good bond with the public. With its superb
promotional schemes and knowing the nerve of Indian consumers, it is creating a very good relationship with its customers. Majority of people rate relationship as good and very good followed by excellent and fair. Only 5 respondents were saying that the quality if relationship is poor
Table No.-10
Chances of yours recommend to others Excellent Very good Good Fair Poor
No. of Respondent
42 75 67 14 2
Percentage of respondent
21.0 37.5 33.5 7.0 1.0
Interpretation:-One satisfied customer will tell 5 more people. Thus, doing very good word of mouth
publicity In case of Pantaloon, majority of people are very easily ready to recommend the store to their family, friends and relatives
Table No.-11
Satisfaction level regards to customer service Extremely dissatisfied Dissatisfied Neutral Satisfied Extremely satisfied Total No. of Respondent 4 11 97 55 33 200 Percentage of respondent 2.0 5.5 48.5 27.5 16.5 100%
Table No.-12
Satisfaction level regards to price Extremely dissatisfied Dissatisfied Neutral Satisfied Extremely satisfied Total No. of Respondent 2 2 48 97 51 200 Percentage of respondent 1.0 1.0 24.0 48.5 25.5 100%
Interpretation:-People are satisfied with the pricing of the Pantaloon. With schemes like, Festival
shopping and Major Holiday shopping festival it is attracting and converting the people to purchase. Thus, with regards to the price, 97 out of 200 respondents i.e. 48.5% of the total are satisfied and 51 were extremely satisfied with pricing of Big Bazaar. 48 were neutral and very few people were dissatisfied. Thus, Pantaloon has a very positive and honest image in eyes of people.
level of satisfaction regards to value: Extremely dissatisfied dissatisfied Neutral Satisfied Extre emely satisfi fied Total Baki 6e
Bi-Variant Table:
Combination of Number of customer visit in store and type of product generally buy from pantaloon.
Table No.-14
No of times customer visit in store Type of product generally you buy from pantaloon Appa rels Footwear 10 30 10 10 60 Accessories 30 40 30 10 110 0 20 0 0 20 In house brand 0 0 0 0 10 Others
Frequenc y
10
Once in a month Twice in a month Once in a weak More than once in a Week
50 90 40 20
Frequency
200
Interpretation:
This table contain information about type of product generally buy from pantaloon and number of times customer visit inn store. 5% customer replayed that they buy Apparels, 15% customer replayed they buy Footwear and no one customer replayed that about Accessories I house product and 5 % respondent thant they are buying other commodities and all these comes under First category (Twice in a month). Under second category 15% customer replayed that they buy Apparels20% replayed they buy Footwear and 10 % respondent replayed that they Accessories. Under third category (Once in a week) 5% customer replayed they buy Apparels, 15% replayed they buy Footwear. Under forth category(More than once in a week) 5% customer replayed they buy Apparels from pantaloon, and 5% replayed thy buy Accessories from pantaloon.
Table No.-15
Combination of Number of customer visit in store and type of gender who are visit in the pantaloon store No No of times customer visit in store Male Once in a month Twice in a month Once in a weak More than once in a week Female 40 20 10 0
Gender Frequency
20 60 30 20
Frequency
70
130
60 80 40 20 200
Interpretation:
This table contains information about number of customer visitor in store and gender. 20%male visit once in a month and 10% femal customer visit once in a month. Under the second category 10%male visit in twice in a month and 30%female visit in twice in a month. Under third category third 5% male visit in store once in a week and 15%female visit in store once inn a week. Under the fourth category no one male visit in store more than once in a week and 10% female customer visit more than once in store.
Table No.-16
X\Y Excellent Very good Good Fair Poor Total Expected value Extremely dissatisfied 0 0 0 10 0 10 Dissatisfied 0 0 10 0 0 10 Natural 0 20 30 40 10 100 satisfied 20 20 20 0 0 60 Extremely satisfied 0 0 20 0 0 20 TOTAL 20 40 80 50 10 200
Table No.-17
X\Y Excellent Very good Good Fair Poor Extremely dissatisfied 1 2 4 2.5 0.5
Observed value (O) 0 0 0 10 0 0 0 10 0 0 0 20 30 40 10 20
Natural 10 20 40 25 5
(O-E) -1 -2 -4 7.5 -0.5 -1 -2 6 -2.5 -0.5 -10 0 -10 15 5 14
satisfied 6 12 24 15 3
(O-E)2 1 4 16 56.25 0.25 1 4 36 6.25 0.25 100 0 100 225 25 196
Extremely satisfied 2 4 8 5 1
(O-E)2/(E) 1 2 4 22.5 0.5 1 2 9 2.5 0.5 10 0 2.5 9 5 32.666
Table No.-18
12 24 15 3 2 4 8 5 1
8 -4 -15 -3 -2 -4 12 -5 -1
64 16 225 9 4 16 144 25 1
5.333 0.666 15 3 2 4 18 5 1
CALCULATED VALUE
Table value
dof=(R-1)*(C-1) Where R=row and c=column R=5 and c=5 Table value = (5-1)*(5-1) Table value =4*4 Table value =26.3 The table value at 5% significance of level=26.3 Since, the calculated value is greater than table value So, hypothesis is rejected Therefore there is significant relationship between customer service and re- purchase of product
FINDINGS
. Customer is satisfied with pantaloon according to the (table no. 11.) 27.5%customer are satisfied with regards to service and (table no. 12) 48.5%satisfied with pricing and (table no. 13.) 53%customer are satisfied regards to value. Customer feels that he is getting commodities according his payment. Prices of goods are as similar as in the market Employee of PANTALOON does treat with customers as they should. Most of the male customers do not visit in the store more than once in a week. 44.5% respondent replied they visit twice in a a month and only 9% respondent replied they visit more than once in a week. 51% respondent replied average amount spend by customer is 500-2000. About 69.5% are paying their bill by cash payment.
Suggestion
ostly female customer visit in store so there is needed to promote male customer. Mostly customer visit in pantaloon for footwear and apparels so there is need to promote other things. According to analysis 53% customer are satisfied with pantaloon product so there is need to promote the product for increasing customer satisfaction level. Price of pantaloon product is similar to the market price, if price of product would be increase little bit then it would be not affect able for market condition in pantaloon.
CONCLUSION
Over the last few years, retail has become one of the fastest growing sectors in the Indian economy. Organized retail is expected to grow to 10-11% of the Indian retail industry in the next 5 years. PANTALOON is the pioneer and undisputed leader in the Indian Retail scenario with a share of 54% in the organized retail sector. Thus, a study of customer satisfaction in reference to PANTALOON was very important as Pantaloon holds the true Indian value system in its business strategies and functioning so as to get more connected to Indian consumers and to maintain a happy relationship with them. Satisfaction level of customers with regards to price and value is very good. Pantaloon is successful in making and maintaining a healthy and long term relation with its customers.
Author
Philip Kotle G .Ghainesh
Publisher
pearsons Macmillan
Edition
13th Edition 1st Edition
QUESTIONNAIRE Name: _________________________________________________________________ Sex: a) Male b) Female Age Group: a) 18 25 b) 25 35 c) 35 50 d) More than 50 Income Group (Rs./annum): a) Upto 2 lac. b) 2 4 lac. c) 4 8 lac. d) More than 8 lac. Occupation: a) Student b) Services c) Business d) Homemaker e) Others 1. How many times do you usually visit Pantaloon: a. Once in a month b. Twice in a month c. Once a week d. More than once a week 2. What product do you generally buy from Pantaloon? a. In house brand b. Apparels c. Footwear d. Accessories e. If other, please specify _________________________________________ 3. What drives you to make a purchase at Pantaloon? a. Convenience b. Better quality of products c. Low prices of products d. More varieties of products e. If other, please specify _________________________________________ 4. On an average, how much money you spend on each outing to Pantaloon: a. Less than Rs. 500 b. Rs. 500 Rs. 2000 c. Rs. 2000 Rs. 5000 d. Rs. 5000 Rs. 10000 e. More than Rs. 10000 5. How do you make payment after shopping: a. Cash payment b. Credit/Debit card c. Pantaloon card 6. Thinking about value for money, how would you describe the products in general: a. Good value for money b. Reasonable c. Bad
d. No comment 7. How would you describe the variety of products being offered: a. Excellent b. Good c. Fair d. Poor 8. How likely are you to repurchase products from Pantaloon? Would you say the chances are: a. Excellent b. Very good c. Good d. Fair e. Poor 9. How would you rate the overall quality of your relationship with Pantaloon, considering all of your experiences with then? Would you say it is: a. Excellent b. Very good c. Good d. Fair e. Poor 10. How likely are you to recommend Pantaloon to a friend or relative? Would you say the chances are: xcellent Very good Good Fair Poor 11. How would you rate your level of satisfaction with Pantaloon in regards to customer services: xtremely dissatisfied Dissatisfied Neutral Satisfied Extremely satisfied 12. How would you rate your level of satisfaction with Pantaloon in regards to price: xtremely dissatisfied Dissatisfied Neutral Satisfied Extremely satisfied 13. How would you rate you level of satisfaction with Pantaloon in regards to value: xtremely dissatisfied Dissatisfied Neutral Satisfied Extremely satisfied
14. What suggestion, if any, would you like to give to Pantaloon for further improvement: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________
Thank you..
TITLE INDRODUCTION Introduction about topic Problem identification Need of the study Scope of the study Objective of the study Limitations of the study LITERATURE REVIEW How a customer forms his expatiation Changing face of Indian consumer Measuring customer satisfaction Customer satisfaction of 7 steps Introduction to retail industry Challenges of retailing in India INTRODUCTION Industry profile Company profile Product profile RESEARCH METHODOLOGY & DATA ANALYSIS Research methodology Data analysis FINDING,SUGGESTION AND CANCLUSION Finding Suggestion Conclusion 66 67-69
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