Research Methodology Live Project

A study on Customer Satisfaction At Shoppers Stop

Submitted to: Prof. Dhruv Brahmbhatt
Submitted by: 1. Nisarg Ghelani- P1613
2. Virang Mehta- P1625
3. Parth Shah- P1645
4. Ravi Shah- P1646
5. Yadav Harsh- P1659

About the Shoppers Stop:

Shopper Stop Ltd. is chain of retail stores in India owned
by K.Raheja Corp Group.
It was started in 1991 with its first store in Andheri,
Mumbai.
Today, its has 74 stores across 35 cities in India.
National & International brands: Louis Philippe, Arrow,
Flying Machine, Biba, Tommy Hilfiger, Gini & Joy, Nike ,
Reebok Etc.
Own Brands: Stop, Kashish, Life etc.

(Rebranding-24th April,2008

Background of the Problem:

Purpose of conducting this research are as
follows:
1. To get the actual idea about the experiences
of customers and their satisfaction level with
Shoppers Stop.
2. To find out whether the customers are
satisfied with services provided by Shoppers
Stop.

Statement of the Problem:

To study Customer Satisfaction at Shoppers Stop .

Research Objectives & Research Questions:

Research Objectives:
Primary Objectives
Secondary Objectives
Research Questions:
1. What do you do for customer satisfaction?
2. What training you provide to employees to satisfy your
customer?
3. What kind of marketing you do for attracting
customers?
4. How do you measure customer satisfaction?

Significance of the study:

Beneficiaries of the research are:
Company
Researcher
Customers
Competitors

Literature Review:
Customer Definition:
Grigoroudis, E and Siskos, Y (2009)
Customer Satisfaction:
Schiffman and Kanuk (2004)
The loyalty effect' by Reichheld (1996)
Reichheld (1996); Heskett (1997) & (Pizam and
Ellis 1999).
Store Commitment:
Kiesler (1968); Lastovicka and Gardner (1977)

Limitations in the Research:

Time Constraints
Limited area coverage
Respondents

Research Methods & Procedures:

Research Design:
1. Descriptive Research Design
2. Causal Research Design
. Sampling:
1.Population Size : 1000 customers
2.Sample Size: 300 customers
3.Sampling Unit: Shoppers Stop- Alpha One & CG Square
4.Sampling Method: Non Probability Convenience Sampling
. Research Instrument: Questionnaire

Data Collection & Data Analysis:

Data Collection :
Primary Data Sources
Secondary Data Sources
Data Analysis Tools:
There are different data analysis software available in market
like:
1. MS Excel
2. Mini Tab
3. SAS

Suggestions:

More Discount & Schemes

More Advertising
Low Rate Brands
Proper training to employees
Periodical Surveys

References:

1.agencyfaqs!, M. (2008, April 24). Shopper's Stop stops to do something new.

Advertising.
2.Bureau, E. (2015, Sept 23). Shoppers Stop partners with FreeCharge Wallet . Retail.
3.Divyankap. (n.d.). divyankap/retail-case-study-shoppers-stop. Retrieved from
Divyankap: http://divyankap.blogspot.in/2016/06/retail-case-study-shoppers-stop.html
4.HAMEED, S. (2015). A Study on Consumer Satisfaction in Organized Retail with
respect to apparels. India Journal of Research.
5. India, P. T. (2015, August 10). Snapdeal partners with Shoppers Stop to enhance
customer experience in digital marketplace. E-Commerce.
6. Jeevananda, D. S. (2010). Study on Customer satisfaction level at Hypermarkets in
Indian Retail Industry. Research Journal of Social Science & Management.
7. Jose Bloemer, K. d. (1998). On the relationship between store image, store
satisfaction and store loyalty. European Journal of Marketing.
8.Shodhganga. (n.d.). Shodhganga. Retrieved from Shodhganga:
http://shodhganga.inflibnet.ac.in/bitstream/10603/4835/11/11_chapter%202.pdf
9. Square, L. (n.d.). Loyalty Square/Shoppers Stop. Retrieved from Loyalty Square Web
Site: http://loyaltysquare.com/shoppers_stop.php
10.Stop, S. (2008-2016). About Us: Shoppers Stop. Retrieved from Shoppers Stop
Website: https://www.shoppersstop.com/aboutus
11. Stop, S. (2015-2016). Shoppers Stop Annual Report. Shoppers Stop.

Store Images:

Store Images: