H.E.T’s Institute of management studies, Hubli.

Table of contents:

Sl No Title Page no
1. Chapter 1
• Introduction and design of the study
• Problem statement
• Objectives
• Need for the study
• Methodology
• Data collection
• Hypothesis
4 -- 8
• Data analysis (tools)
• Limitations
2. Chapter 2
Overview of the study 10 -- 19
3 Chapter 3
• Opinion of the study 21 --- 36
4 Chapter 4
• Findings
• Suggestion and conclusion 38 -- 41

Bibliography
Annexure
Table of charts and graphs

Institute of management studies 1

 Sl no Title Page no
1 Age profile 21
2 Profession 22
3 Awareness of shop Existence 23
4 Respondents Visits 24
5 Location 25
6 Knowledge of the Staff 26
7 Friendliness of Employees 27
8 Customer Service 28
9 Ordering process 29
10 Delivery Service 30
11 Innovative Products 31
12 Quality 32
13 Prices 33
14 Awareness of customer 34
15 Overall comparison 35 -36

Chapter 1

Institute of management studies 2

Introduction and
scheme of study
Introduction:

Institute of management studies 3

This report is based on the data collected from the undertaken survey. The
survey asks the customers about their satisfaction regarding the service,
quality and convenience, and also a comparison of Bata & My Foot.

I have conducted the study to understand the working of both shops so the
study has been undertaken at Bata and my foot this research title “A
comparative study on BATA & MY FOOT”. It helps to understand the
number of customer visiting the shop.

A project title is to know the study on factors influence them to visit,

satisfaction & expectation from BATA & MY FOOT. The research was
carried out as per the steps of market research process. The data collection
approach adopted was Experimental Research. The instrument used for data
collection was Questionnaire.

The target were the customers of BATA & MY FOOT, with sample size of
200.The charts and graphs were used to translate the data into meaningful
information to get the most out of the collection data.

Design of the study:

Institute of management studies 4

Design of the study is organized in the following section:
1. Methods used
2. Hypothesis

3. Data analysis

4. Over view of the study

5. Opinion of the study

6. Findings, Suggestion and Conclusion

Problem statement:

• To make a comparative study between brand player like Bata and

customized shop like My Foot in Hubli.

Objectives:

• To know the opinion of the customer regarding the two players

• To make a focused market research on cost and quality aspects

• To know the market leader in Hubli/the better one

• Complete comparison between them; such as CRM.

Need for the study:

Institute of management studies 5

The study is undertaken by the researcher to understand the market
conditions in this segment due to the changing scenario of the market and
also to make a comparative analysis report of the footwear shops regarding
to the parameters as mentioned above, and also to produce a research report
to the institute as the academic submission.

Methodology:

• Size of the sample: 200 respondents

• Sampling design:
Non probability  Judgmental sampling

• Sampling unit: Customers, Showrooms Managers.

Geographical area of the study:

• Hubli City
 Vidya Nagar
 Station Road
 Durgad Bali
 Keshwapur

Institute of management studies 6

Data collection:

• Primary data: First hand data collected from the respondents 

Questionnaire

• Secondary data: From the published resources, websites, official

authorities.

Hypothesis:

H0: Bata is the better in terms of quality and cost.

H1: Both the shops are preferred by the customers.

Data Analysis tools:

• Data collected was classified and tabulated

• Data was analysed using various statistical tools like graphs, Average
and correlation.

Limitations:

Institute of management studies 7

• Lack of awareness in customers about MY FOOT shop

• Time duration was not sufficient to conduct the in depth study or

cover the sample size

• The research may suffer due to convenient sampling

• There are chances of non response errors

• No proper co-operation from the organizations

Institute of management studies 8

 Chapter 2

Over view of the

study
Institute of management studies 9
 Global Footwear Trade Over view:

In 1999, the global import of footwear (leather and non-leather) in terms of

value was around US$ 43,278 million, accounting a share of 63.42% in the
total global import of leather and leather products.
Out of this, import of leather footwear alone accounted for US$ 26379
million and non-leather footwear US$ 16899 million.
Export:
India’s export of footwear touched Rs. 26,073 million in 2003-04, recording
an increase of over 30% as compared to the preceding year. The major
markets for Indian Leather Footwear are the U.K., the U.S.A., Germany,
Italy, France and Russia. Nearly 71% of India’s export of Leather Footwear
is to Germany, the U.S.A., the U.K and Italy. Export of leather footwear
from India constituted 21% share of its total export of leather and leather
products. Nearly 33 million pairs of various types of leather footwear were
exported, out of which shoes / boots constituted 90%. The different types of
leather footwear exported from India are dress shoes, casuals, moccasins,
sport shoes, sandals, ballerinas, booties.

Institute of management studies 10

Supply and demand:

Almost 70 % of the above mentioned market is rural which is largely

serviced by the local or regional small-scale manufacturers, offering the
price sensitive functional or utility footwear for the masses. The
manufacturing remains localized primarily because of the regional or local
preferences and seasonality, lack of proper distribution network
consequently impacting adversely on prices to the end consumers.
In contrast the urban market is rapidly changing with the advent of new
format retail stores and international influence through Brand Marketing.
Prices continue to be the dominant factor for the vast majority, but the
younger consumers are becoming more and more fashion and comfort
conscious.
This market is catered to by both the regional unorganized and organized
manufacturers. The organized sector operates at national or regional levels in
a marketing mix of both Retail and Wholesale. Bata India continues to be
the largest manufacturer and marketer followed by like of Action, liberty,
lakhani,29 M & B footwear, Paragon, Ajanta, Khadim, Metro, Regal etc.
This market too continues to be dominated by the utility footwear followed
by daily office or school uniform shoes.

Institute of management studies 11

Regulatory framework

The footwear manufacturing industry is governed by all the regulations

relating to other industries viz.
• Central Excise and Customs
• Factories Act and Labour laws
• Environment Control Acts

On the marketing side it is governed by the Central and State Sales Tax
Acts, Standards of Weights and Measures Act and the Shops and
Establishments Act. Besides above there are specific state sponsored
association and bodies viz. Council for Leather Exports, Central Leather
Research Institute, Footwear Design and Development Institute which
promote the industry for specific purpose.

Recent Policy Initiative:

Specific Industry Associations viz. Council for Leather Exports, Central

Leather Research Institute, Footwear Design and Development Institute
declares various schemes on an ongoing basis to promote specific activities
viz. Export promotion, Training Design Inputs, etc. The States Governments
of Himanchal Pradesh, Uttranchal, Jammu and Kashmir and Assam are
promoting manufacturing by offering Tax holiday for a period of ten years
on full Excise duty and Income Tax and a subsidy in sales Tax, Land/
Building and Plant/ Machinery.

Institute of management studies 12

Indian Footwear Industry:

The Footwear Industry is a significant segment of the Leather Industry in

India. India ranks second among the footwear producing countries next to
China. The industry is labour intensive and is concentrated in the small and
cottage industry sectors. While leather shoes and uppers are concentrated in
large scale units, the sandals and chappals are produced in the household and
cottage sector. India produces more of gents. Footwear while the world’s
major production is in ladies footwear. In the case of chappals and sandals,
use of non-leather material is prevalent in the domestic market. The major
production centers India are Chennai, Ranipet, and Ambur in Tamil Nadu,
Mumbai in Maharastra, Kanpur, Jalandhar, Agra and Delhi.
Shoes manufactured in India wear brand names like Florsheim, Gabor,
Clarks, Salamander and St. Michael’s. As part of its effort to play a lead role
in the global trade, the Indian leather industry is focusing on key
deliverables of innovative design, consistently superior quality and unfailing
delivery schedules.
The Indian footwear industry is provided with institutional infrastructure
support through premier institutions like Central Leather Research Institute,
Chennai, Footwear Design & Development Institute, Noida, National
Institute of Fashion Technology, New Delhi, etc in the areas of technological
development, design and product development and human resource
development.

Institute of management studies 13

The availability of abundant raw material base, large domestic market and
the opportunity to cater to world markets makes India an attractive
destination for technology and investments.

The leather Industry in India occupies a place of prominence in the Indian

economy, in view of its massive potential for employment, growth and
exports. India’s abundance of raw materials (10% of the
world raw material) in terms of raw skins and hides and its comparatively
low tanning costs makes it the second among the footwear producing
countries next to China. However, India produces more of gent’s footwear,
while the world’s major production is in ladies footwear. The domestic
footwear market is highly fragmented between rural and urban sectors with
large part of the market belonging to the unorganized sector. The total
footwear production in India was estimated at 186 million pairs in 2003-04
by Economic Intelligence Service, Centre for Monitoring Indian Economy
Pvt. Ltd. in their publication titled.

In the urban markets, national and international brands are fast emerging
offering the latest in fashion and comfort at competitive prices and the boom
is fueled by the burgeoning retail markets. The rural market continues to be
large at approximately 70% of the total market but continues to be
dominated by the multiple medium-sized regional players and services
through the traditional independent dealers.

Institute of management studies 14

HISTORY AND BUSINESS OF THE COMPANY

Brief History:

Bata is very large MNC in the world, Bata was originally promoted as Bata
Shoe Co Pvt Ltd by Leader AG, Switzerland, a member of the Toronto-
based multinational, Bata Shoe Organization (BSO). It became a public
limited company in 1973 and the name was changed to Bata India Ltd.

The Company was originally incorporated as Bata Shoe Company Limited

on December 23, 1931 under Indian Companies Act, 1913 for the purpose of
manufacturing and marketing of all types of footwear, footwear components,
leather and products allied to the footwear trade. Subsequently, the Company
changed its name to .Bata Shoe Company Private Limited.

On 6th April 1956, changed into private

company. The Company changed its name
from .Bata Shoe Company Private Limited
to Bata Shoe Company Limited., upon
conversion to a public company on April 18, 1973. The name was once
again changed to the current name, i.e. Bata India Limited, on April 23,
1973. The Company was promoted by Leader A.G., St. Moritz, Switzerland,

Institute of management studies 15

a member of the multinational Bata Shoe Organization (BSO) with a 100%
Equity Shareholding, and consequently, the Company too is a member of the
BSO. The BSO consists of independently run companies operating in several
countries across the world. Bata Limited, Toronto, Canada acts as the
headquarters of BSO. Bata Shoe Organization provides an important
interchange of new manufacturing technologies, machine design, factory
lay-out plans advertising market forecasts, fashion trends, and modern
marketing techniques, and new material testing and also information on the
most advanced machinery and technology for production of shoes are made
available to the Bata group of companies, including Bata India Limited.

Bata is very large MNC in the world, Bata was originally promoted as Bata
Shoe Co Pvt Ltd by Leader AG, Switzerland, a member of the Toronto-
based multinational, Bata Shoe Organization (BSO). It became a public
limited company in 1973 and the name was changed to Bata India Ltd

Institute of management studies 16

 SWTO ANALYSIS OF BATA
Strengths

• The brand .Bata. is closely identified with footwear by consumers

• Six manufacturing locations enable the Company to schedule
production to meet demand for a large number and varied categories
of footwear
• Being a part of the Bata Shoe Organization gives the Company access
to new designs, brands and production technologies
Weaknesses

• The Company has a large labour force resulting in high employee

costs
• The Company has been in existence for more than seven decades and
faces a challenge in switching to new production technologies
Opportunities

• India is a very large market and offers good demand potential for footwear
which is an item of mass
Consumption
• The Company sees potential in leveraging the .Bata. Brand for marketing
other merchandise consumer products
Threats

Institute of management studies 17

 • The Company faces competition from the unorganized market which
is able to sell footwear at low cost due to lower overheads and
manufacturing costs
• Opening of the Indian market to imports has resulted in the Company
facing competition from cheap imports.
My Foot is a company started with a vision to capture the entire Hubli
market and to stand as number one footwear manufacturing unit in the
footwear market under customized segment. It was started in the year 1999
with limited resources and products like custom made shoes for men and
women. In the short line, they capture the market and customer interest by
introducing various products like bags, traveling bags, wallets, ladies
hanging bags, ladies pouches, mobile covers, leather belts for boys and girls,
jackets, hand gloves and executive bags. It has two production units with
the names My Foot at Gokul Road, second one My Sole at Gokul Road.

In past ten years it has grown up with their customers. There is an increase
of 20 to 25 per cent sales every year. They have launched first innovative
kind of footwear in Hubli-Dharwad i.e. customized footwear. They started
with footwear then came up with other leather products also. Their products
are leather shoes, sandals, wallets, leather belts, bags, accessories, etc.

Their sales ratio is divided into the following categories;

 45 per cent ladies

 40 per cent gents

 15 percent kids

Institute of management studies 18

Their idea is to make their customers have footwear of their choice and
design and at the same time to attract customers with the other leather
products when to come purchase footwear. The target customers of My Foot
are youth, they mainly focus on the latest trends, designs and fashion
accessories, all these are only taken care by only high net worth individuals
and youth where as the middle class do not go for My Foot.
SWOT ANALYSIS OF MY FOOT:

Strengths

• Customers are completely satisfaction with design and style.

• Company is reliable because it will always attend to problems
of customers.
• Production units are in the same city.
• Durable products are manufactured.

Weakness
• High price of product.

• Lack of awareness of the products.

• No bargaining power given to customers.

• Takes longer period to reach customers.

• Quality is not up to the mark.

Opportunity
• Attract customers by designing their choice of footwear and
other leather products.

• Latest trend of footwear available in size ordered by customers.

Institute of management studies 19

Threats
• Competition from Artisans’ Footwear.

• Competition from branded companies.

Chapter 3

Institute of management studies 20

Analysis and
Interpretation
Respondent’s profile

1. Age profile of the respondents:

Table showing the number of the respondents of different age groups

Age Bata My Foot

11-20 9 12
21-30 59 46
30 & Above 50 24

Institute of management studies 21

 Age profile

80
No of respondents
60
40
20
0
11--20 20--30 30& ab
Varients

Bata My Foot
Inference:

Out of 200 respondents, the people of age 11 to 20 about 9 say Bata & 12
say My Foot, Age 21 to 30 about 59 for Bata & 46 for My Foot & Age 30 &
above about 50 of them say Bata & 24 say My Foot.

2. Profession of the respondents:

Profession Bata My Foot

Students 44 30
Working customers 79 47

Institute of management studies 22

 Profession of the respondents

My foot, working, students

47, 61%
working
My foot, students,
30, 39%

Profession of the respondents

Bata, working, 79,
64%
students
working
Bata, students, 44,
36%

Inference:

Amongst 200, 79.64% of working population & 44.36% of students go to

Bata & about 47.61% of working population & 30.39% of students go for
My Foot.

3. Awareness of the shop existence:

Table sowing the number of respondents aware and unaware about the shops

Sl no Awareness of the shops No of respondents

Institute of management studies 23

 1 Yes 178
2 No 22

Awareness about the shops

No
11%

Yes
89%

Yes No

Inference:

Amongst the population undertaken 89% are aware of the shops

where as 11% are unaware of the both the shops.

4. Respondents visit:

Table showing the No of respondents visiting the different shops

Visit Bata My Foot Both Others

No of 130 33 23 14
respondents

Institute of management studies 24

 Respondents Visit

140

120

100

80

60

40

20

0
Bata My Foot Both Others

Respondents

Inference:

Among the 200 around 64% is Bata, 17% is My Foot, 12% is

both& others are 7%, which implies Bata is the best.

Analysis & Interpretation

Q4. A Convenient Location of the shops:

Table showing the Opinion of the respondents for convenient location

Convenient location Bata My Foot

Yes 161 76
No 39 124
Total 200 200

Institute of management studies 25

 Convenient Location

Varients

My Foot

Bata

0 50 100 150 200

No of respondents

Yes No
Inference:

In sample size of the survey, about 68% say Bata has Convenient
Location & 38% say My Foot has Convenient Location, The
survey says that Bata has a Convenient Location for all.

B. Knowledge of the staff:

Table showing the Opinion of the no of respondents for the Knowledge of the staff

Knowledge of the staff Bata My Foot

Yes 143 61
No 57 139

Institute of management studies 26

 Knowledge of the staff

150

No of 100
respondents
50

0
Bata My Foot
Varients

Yes No

Inference:

According to the analysis, the out come is that Bata is having the
less Know ledged employees, as Compared to My Foot this may be
due to the Less No of employees in My Foot, so they could get
better training facilities about the product.

C. Friendliness of the employee:

Table showing the No of respondents Opinion for the Friendliness

Friendliness of the employee Bata My Foot

Yes 106 58
No 94 142

Institute of management studies 27

 Friendliness of then employee

150

100

50

0
Bata My Foot
Yes No

Inference:

The above graph shows that the % of friendliness of the employee

is more by 30% in Bata i.e. is 65% where as My Foot is 35% and
are not that friendly with the customers to convenience or in giving
info.

D. Customer service:

Table showing the No of respondents Opinion for the Customer service

Customer service Bata My Foot

Yes 145 42
No 55 158

Institute of management studies 28

 200

Yes
100
No

0
My Foot Yes
Bata No

Inference:

78% of the sample size agrees that Bata has the better customer
service as compared to the My Foot with 22%, again it implies that
Bata provides customer service better then the My Foot.

E. Ordering process

Table showing the No of respondents Opinion for the Ordering Process

Ordering Process Bata My Foot

Yes 120 64
No 80 136

Institute of management studies 29

 Odering Process

Bata, 40%
Yes
Bata, 60%
No

Odering process

My Foot, 68%
Yes
no

My Foot, 32%

Inference:

Ordering Process of the both is similar with 60% of Bata & 68%
for My Foot. Both are considerer good w.r.t to ORDERING of the
products

F. Delivery service:

Table showing the No of respondents Opinion for the Delivery service

Delivery service Bata My Foot

Yes 143 47
No 57 153

Institute of management studies 30

 Delivery process

My Foot,
24%
Bata, 21%

yes
no
Bata,
` 79%
My Foot,
76%

Inference:

79% of the respondents say Bata has better Delivery Services of

their products, where as 21% say no & regarding My foot 76% are
not satisfied with Delivery Services of the My foot.

G. Innovative products:

Table showing the No of respondents Opinion for the Innovative Products

Innovative products Bata My Foot

Yes 116 86
No 74 114

Institute of management studies 31

 Innovative Products
Varients

My Foot NO
Yes
Bata

0 10 20 30 40
NO of respondents

Inference:

My Foot has Innovative products is agreed by the majority of the

respondents with 57% and Bata has 43% of the respondents share.

H. Product Quality:

Table showing the No of respondents Opinion for the Product quality

Products Qualities Bata My Foot

Yes 153 39
No 47 161

Institute of management studies 32

 Quality
180
160
140
120
No of
100
respondents
80
60
40
20
0

My Bata
Foot
Yes No
Inference:

Bata holds up around 80% of the respondent’s satisfaction & only

20% 0f the sample size say My Foot has any Quality matter.

I. Product Price:

Table showing the No of respondents Opinion for the Product price

Products prices Bata My Foot

Yes 131 43
No 69 157

Institute of management studies 33

 250

200

150

100

50

0
Bata My Foot
Yes No

Inference:

75% of the respondents say Price is very high or not satisfied with
price of My Foot; where as 85% of they are satisfied with the
pricing strategy of the Bata.

J. Awareness of the Customer needs:

Table showing the no of respondents for the awareness of the customer

needs

Institute of management studies 34

 Awareness of customer needs Bata My Foot
Yes 130 44
No 70 156

160

140

120

100
Yes
80
No
60

40

20

0
Bata My foot

Inference:
Respondents say Bata is more aware of the Customer need where
50% say Yes & 50% say No but compared to My Foot its 25% say
Yes & 75% say No, even this is best with Bata.

Over all Comparison:

Variants: Bata My Foot

Characters: Yes NO YES No

1. Convenient location 161 36 76 124

2. Knowledge of staff 143 57 61 139

Institute of management studies 35

3. Friendliness of employees 106 94 58 142
4. Customer service 145 55 42 158
5. Ordering process 120 80 64 136
6. Delivery service 143 57 47 153
7. Innovative products 116 74 86 114
8 Product qualities 153 47 39 161
9. Product prices 131 69 43 157
10. Awareness of customer needs 130 70 44 156

over all

180
160 1
8
2 4 6
No of respondents

140
9 10
120 5 7
100 3
Bata
80 7
1 My Foot
60 2 3 5
6
40 4 8 9 10
20
0
1 2 3 4 5 6 7 8 9 1
Varients

Institute of management studies 36

Inference:
The above graph states the overall comparison between BATA & MY
FOOT and it clearly indicates that BATA is the market leader in Hubli city

Chapter 4

Institute of management studies 37

Findings, Suggestion
& conclusion

Findings

• Bata being the outside company, it has a very good penetration in the
market that the customer feel or presume it to be an Indian origin

• Bata has a very good brand image customer satisfaction that the
customers do not want to think about the other when given an option

• In Hubli city per day average walk in of one showroom is around

400,as they say that their products are for all class of customers,
where as the My Foot is only for youth and high net worth individuals
or upper class customers.

• Amongst the population undertaken 89% are aware of the shops

where as 11% are unaware of the both the shops in the Hubli city.

Institute of management studies 38

• Out of 200 respondents, the people of age 11 to 20 about 9 say Bata &
12 say My Foot, Age 21 to 30 about 59 for Bata & 46 for My Foot &
Age 30 & above- about 50 of them say Bata & 24 say My Foot as
their choice.

• Amongst 200, 79.64% of working population & 44.36% of students

go to Bata & about 47.61% of working population & 30.39% of
students prefer My Foot.

• In sample size of the survey, about 68% say Bata has Convenient
Location & 38% say My Foot has Convenient Location, The survey
says that Bata has a Convenient Location for over all customers in the
Hubli city.

• According to the analysis, the out come is that Bata is having the less
Know ledged employees, as Compared to My Foot this may be due to
the Less No of employees in My Foot, so they could get better training
facilities about the product.

• My Foot has Innovative products is agreed by the majority of the

respondents with 57% and Bata has 43% of the respondents share.

• Bata holds up around 80% of the respondent’s satisfaction & only

20% 0f the sample size say My Foot has Quality also.

Institute of management studies 39

• 75% of the respondents say Price is very high or not satisfied with
price of My Foot; where as 85% of they are satisfied with the pricing
strategy of the Bata.

• Respondents say Bata is more aware of the Customer need where 50%
say yes & 50% say No but compared to My Foot its 25% say yes &
75% say No, even here Bata stands the best.

Suggestions:

• The Price play’s the major role in the market, so it should be

competitive comparing the market

• Innovative Products is to be focused to attack the customer and by

understanding their need and satisfaction (trendy & fashionable)

• Product quality has to upgraded frequently as per the customer needs

and market pick up, Quality must increase the durability, satisfaction
of the product

• On-Time delivery, Proper customer care will increase the customer

reliability & loyalty

Institute of management studies 40

 • Convenient Location is another factor & also with comfortable place
in the shop for the customers.

• One –Time shopping i.e. should maintain the stock of the products on
the visit of the customers will also develop the positive impact on the
buyers

• Employee and customer commutation to built the relation and make

them understand their products and schemes
• Advertisements and promotional activities.

Conclusion:

Market is catered to by both the regional unorganized and organized

manufacturers. The organize sector operate at a national or regional levels in
a marketing mix of both Retail and Wholesale. Company has been focusing
on specialty value added products for better margins. It has been
continuously introducing new designs in shoes for men, ladies and children.
The Company is endeavoring to break the myth of the price factor, by
introducing an economy range of products that will encompass both style
and quality.

Customers are becoming very brand and fashion cautious so the footwear
industry is gaining more importance and increasing the growth of Indian
Economy.

Institute of management studies 41

Finally from the survey which has undertaken in Hubli states that BATA
India Shoe organization is doing good in the market compared to the
customize Footwear i.e. MY foot

Bibliography:

• Marketing Research by Cooper & Schindler

• Research methodology by Depak Kumar Bhattacharyya

INTERNET:
www.economics times.com
www.Bataindia.com

Institute of management studies 42

 Annexure:
Questionnaire for customers
Comparison between Bata and My foot

Dear sir/madam
I the student of HET IMS perusing MBA is undertaking a survey to make a
comparative study between the two footwear shops in Hubli, i.e. Bata and
My Foot, so kindly spare your time to give the information. This information
will be kept confidential and is for academic purpose only.

Personal details:

Name: ……………………………….

Contact number: …………………….

Age: …………………………………

Profession: ……………………...……

1. Do you know about My Foot and Bata footwear shops in Hubli?

Yes No

Institute of management studies 43

 2. Do you visit any of these shops if yes which and if no mention other?

.............................................

Bata My Foot

3. How frequently do you visit? Please tick any one.

Monthly Quarterly Yearly

4. according to the Following Characteristics, Please rate the foot ware shops from 1
to 4 Where 4=Excellent, 3= Good, 2= Satisfactory, 1=Poor.
1 2 3 4
Bata My Foot Bata My Foot Bata My Foot Bata My Foot

1. Convenient location

2. Knowledge of staff

3. Friendliness of
employees
4. Customer service

5. Ordering process

6. Delivery service

7. Innovative products

8 Product qualities

9. Product prices

10. Awareness of
customer needs

5. Do you think that retail has affected the sales of Bata and My Foot?
Yes No

Institute of management studies 44

6. What would you recommend to overcome competition?
.....................................................................................................................
......................................................................................................................

7. State some comparisons between both the shops:

.....................................................................................................................
.....................................................................................................................
8. Suggestions for improvement:

My Foot....................................................................................................
...................................................................................................................

Bata...........................................................................................................
...................................................................................................................
Thank you for spending your time to give valuable information, have a nice day.

Institute of management studies 45

Institute of management studies, Hubli. 5