CHANDRAGUPT INSTITUTE OF MANAGEMENT

PATNA

Assignment on

Submitted to: Submitted by:

Prof. G.K Murthy Group

Introduction
This project was having an objective to find the service Gap 1 i.e. The listening gap using the 5
parameters of servqual.

1. Tangibles

2. Reliability

3. Responsiveness

4. Assurance

5. Empathy

3 retailers were studied for this project. Out of them, 2 were convenience Stores and 1 was
Food and HCP category of Big Bazar P&M Mall.

Two questionnaires were designed, one for the consumers and one for the retailers.

The sample Size of the consumer were 30.

The objective of the questionnaire to quantify the consumers’ perceptions about the and then
the same sort of questions were asked from the retailers to quantity the retailer’s perception of
the consumers’ exception.

The 10 questions were based on service quality, product assortment and variety.

As the parameters were same for the consumers as well as retailers so that it gave a fair idea of
the Service Gap 1.

The retailers as well as the consumers were asked to give rating on a Likert scale of 1 to 5
where:

1 = Strongly disagree

2 = Disagree

3 = Neutral
4 = Agree

5 = Strongly agree.

The mean of the response of 10 consumers was calculated of a particular store (Mean of
consumer perception) and we had collected response of that particular
shopkeeper/salesperson (Retailer perception of consumer expectation). After this we found out
the deviation between Mean of consumer perception from Retailer perception of consumer
expectation. We repeated this process for all the 3 retailers and the response of 10 consumers
from different stores.

OM Kirana (Jakkanpur)
Personal Care

 Deodrants
o Fogg (200 ml)
o Kamasutra(200ml)
o Set Wet (200 ml)
o Engage ( 200 ml)
 Creams
o Nivea(50 gm)
o Fair & Lovely( 50 gm, 100gm)
o Boro Plus( 50 gm, 100gm)
o Ponds ( 50 gm, 100 gm)
 Tooth Brush
o Colgate
o Sensodyne
o Oral care
o Pepsodent
 Tooth Paste
o Colgate( 50 gm, 100gm)
o Sensodyne( 50 gm, 100gm)
o Pepsodent( 50 gm, 100gm)
o Patanjali Paste( 50 gm, 100gm)
o Close-up( sachet,50 gm, 100gm)
 Facewash
o Ponds (50 gm, 100gm)
o Fair & Lovely (50 gm, 100gm)
o Garnier (50 gm, 100gm)
o Nivea (50 gm, 100gm)
o Himalaya (50 gm, 100gm)
 Soap
o Lux ( single, 4 set bundle)
o Cinthol ( single, 4 set bundle)
o Lifebuoy ( single, 4 set bundle)
o Liril ( single, 4 set bundle)
o Medimix ( single, 4 set bundle)
 o Patanjali ( single)
 Hand Wash
o Dettol ( 100 ml , 200 ml)
o Savlon ( 100 ml , 200 ml)
o Santoor ( 100 ml , 200 ml)
o Patanjali ( 100 ml , 200 ml)

 Shampoo
o Sunsilk( Sachet,100 ml , 200 ml)
o Dove ( Sachet,100 ml , 200 ml)
o Clinic Plus( Sachet,100 ml , 200 ml)
o Pantene( Sachet,100 ml , 200 ml)
o Hair & Shoulder( Sachet,100 ml , 200 ml)

 Hair Oil
o Parachute (100 ml , 200 ml)
o Baja Almond Drops(Sachet,100 ml , 200 ml)
o Navratna(Sachet,100 ml , 200 ml)
o Dabur(100gm,200ml)
o Patanjali(100ml,200ml)
o Banphool(100ml,200ml)
o Him Ganga(Sachet,100ml,200ml)
Keshri Kirana Store (Postal Park)

Personal Care

 Deodrants
o Fogg (200 ml)
o Set Wet (200 ml)
 Creams
o Fair & Lovely( 50 gm, 100gm)
o Boro Plus( 50 gm, 100gm)
o Ponds ( 50 gm, 100 gm)
 Tooth Brush
o Colgate
 o Pepsodent
 Tooth Paste
o Colgate( 50 gm, 100gm)
o Pepsodent(50 gm, 100gm)
o Close-up( sachet,50 gm, 100gm)
 Facewash
o Ponds (50 gm, 100gm)
o Fair & Lovely (50 gm, 100gm)
o Garnier (50 gm, 100gm)
 Soap
o Lux ( single, 4 set bundle)
o Cinthol ( single, 4 set bundle)
o Lifebuoy ( single, 4 set bundle)

 Hand Wash
o Dettol ( 100 ml , 200 ml)
o Savlon ( 100 ml , 200 ml)
 Shampoo
o Sunsilk( Sachet,100 ml , 200 ml)
o Dove ( Sachet,100 ml , 200 ml)
o Clinic Plus( Sachet,100 ml , 200 ml)
 Hair Oil
o Parachute (100 ml , 200 ml)
o Baja Almond Drops(Sachet,100 ml , 200 ml)
o Navratna(Sachet,100 ml , 200 ml)
o Dabur(100gm,200ml)
Big Bazaar ( Exhibition Road)

Personal Care

 Deodrants
o Fogg (200 ml,combo)
o Nivea(200 ml,combo)
o Axe(200 ml)
o Kamasutra(200ml,combo)
o Set Wet (200 ml,combo)
o Engage ( 200 ml,combo)
o Park Avenue(200 ml)
o Yardley(200 ml,combo)
o Aramusk(200 ml,combo)
o Wildstone(200 ml)
o Spinz(200 ml)
o Adidas(200 ml)
 Creams & Body Lotions
o Nivea(50 gm)
o Fair & Lovely( 50 gm, 100gm)
o Boro Plus( 50 gm, 100gm)
o Ponds ( 50 gm, 100 gm)
o Vaseline ( 50 gm, 100 gm)
o VLCC ( 50 gm, 100 gm)
o Lakme ( 50 gm, 100 gm)
o Lotus ( 50 gm, 100 gm)
o Himalaya( 50 gm, 100 gm)
o Patanjali( 50 gm, 100 gm)
o Emami( 50 gm, 100 gm)
o Garnier( 50 gm, 100 gm)
o Swiss Tempelle( 50 gm, 100 gm)
o Lacto Calamine( 50 gm, 100 gm)
 Tooth Brush
o Colgate
o Sensodyne
o Oral care
o Pepsodent
o Ajay
 Tooth Paste
o Colgate (50 gm,100gm,200gm)
o Meswak(50 gm,100gm,200gm)
o Sensodyne(100gm,200gm)
o Pepsodent(50 gm,100gm,200gm)
o Patanjali Paste (100gm,200gm)
o Close-up(50 gm,100gm,200gm)
o Dabur(50 gm,100gm,200gm)
o Himalaya(100gm,200gm)

 Facewash
o Ponds (50 gm, 100gm)
o Fair & Lovely (50 gm, 100gm)
o Garnier (50 gm, 100gm)
o Nivea (50 gm, 100gm)
o Himalaya (50 gm, 100gm)
 Soap
o Lux ( single, 4 set bundle)
o Cinthol ( single, 4 set bundle)
o Lifebuoy ( single, 4 set bundle)
o Liril ( single, 4 set bundle)
o Medimix ( single, 4 set bundle)
o Patanjali ( single)

 Hand Wash
o Dettol ( 100 ml , 200 ml)
o Savlon ( 100 ml , 200 ml)
o Santoor ( 100 ml , 200 ml)
o Patanjali ( 100 ml , 200 ml)
 Shampoo
o Sunsilk(100 ml , 200 ml)
o Dove (100 ml , 200 ml)
o Clinic Plus(100 ml , 200 ml)
o Pantene(100 ml , 200 ml)
o Hair & Shoulder(100 ml , 200 ml)
o Loreal(100gm,200gm)
o Tresemme(100gm,200gm)
o Patanjali(100gm,200gm)
o Himalaya(100gm,200gm)
o Park Avenue(100gm,200gm)
 Hair Oil
o Parachute (100 ml , 200 ml)
o Baja Almond Drops(100 ml , 200 ml)
o Navratna(100 ml , 200 ml)
o Emami(100 ml , 200 ml)
o Dabur(100gm,200ml)
o Keo Karpin(100ml,200ml)
o Patanjali(100ml,200ml)
o Livon(100ml) (100ml,200ml)
o Banphool(100ml,200ml)
o Him Ganga(100ml,200ml)
Response sheet of Retailer 1

Response sheet of Retailer 2

Response sheet of Retailer 3

Interpretation of the analysis

 If there is a case of very less difference between Retailer perception of consumer

expectation and consumer’s perception, it shows that the retailer is able to satisfy the
consumer expectations in terms of Product availability and service quality up to a large
extent.
 If the difference is negative, it interprets that consumers are finding the services better
than the expectations of retailers.
 If the difference is high, it interprets that there is a lack of understanding of consumer’s
expectations from the retailer’s side.