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A summer intership project report On A studiy on customer satishfaction level in retail outlet With refrensh to pantaloon


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

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

Mba is a training orogram which is especially designed to meet


In general, satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance in relation to his / her expectation. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a balanced scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customersatisfaction is a feeling of pleasure or disappointment resulting from comparing a products perceived performance or outcome in relation to his or her expectations. So, satisfaction is a function of perceived performance and expectations. The performance faults short of expectation, the customer is dissatisfied. The performance is matches the expectation, the customer is satisfied. The performance exceeds expectation the customer is highly satisfied or delighted. Customer satisfaction mainly achieved through two components: Customers expectations change accordingly with time. Customers expectations should be studied with great efforts, so that marketers can design the product based on the need of the customers. If the customers need were met then the customer may turn as an asset to the company because they become opinion leader for others, So that the Company can increase its market shares. Customer expectation is mainly based on

Traditional (4Ps):
The product or service The price The place Promotion

Current Scenario (7Ps):

Product or Service Price Promotion Place People Process Physical Environment

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) 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.


Since it is said A problem well defined is half solved. The problem is specified clearly with which aspect it should be carried out. The title of this project clearly states that the purpose of the study is to know the level of customer satisfaction. The problem is to identify the impact of current market on the consumers & the brand positioning of the product. The study is an attempt to know what is the expectation of consumer for their product [fashion products] of pantaloon in Ghaziabad.


This project gives me great exposure to the Retail section because it includes product knowledge and the level of customer satisfaction about the different product of pantaloon . During this project I also took part in the exhibition of pantaloon which held for the purpose of finding the new retailing strategy by the market research. This project helps me to know the market practically. My job was during this project to analyze the satisfaction level of customer.

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.


The objective of the study is to reveal the importance of customer satisfaction and brand promotion about pantaloon. The primary objective is To study the Customer satisfaction in pantaloon.

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.



Though the research was done in a systematic and planned manner, there were a few hurdles that could not be overcome. These constituted the limitations of the research. Care was taken that the below limitations did not affect the research results as much.

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.



From past buying experience, friends and advocates advice and marketers and competitors information and promises. If marketer raise expectations too high, the buyer is likely to be disappointed. However, if the company sets expectations too low, it wont attract enough buyers. Some of todays most successful companies are raising expectation and delivering performances to match. WHY IS CUSTOMER SATISFACTION SO IMPORTANT Quite often the difference between those that simply survive in business and those that thrive is keeping abreast of, and adjusting to, the ever changing attitudes and expectations of the market place. One such change has been the significant change in attitudes of customers over the last 10 years. There was a time when customers were less critical and vocal if not totally satisfied when dealing with a business. This is not the case today. Today, customers are becoming increasingly more demanding, less tolerant and very critical when not having their expectations met. There was a time when the choices available on where and who to deal with was limited. The power belonged to the business owner, customers had nowhere else to go and therefore customer satisfaction was not so important. Today, customers have lots of choice on where and who to deal with. As a result the power has now shifted to the customer. If they feel you can not satisfy their expectations they will simply vote with their feet and deal with someone who will.


The Indian consumers lifestyle and profile is also evolving rapidly. India has one of the youngest populations in the world with 54% of the population below the age of 25. Discretionary spending has seen a 16% rise for the urban upper and middle classes and the number of high income households has grown by 20% year on year since 1995-96.There is an increasing shift from price consideration to design and quality, as there is a greater focus on looking and feeling good (apparel as well as fitness). At the same time, the new Indian consumer is not beguiled by retailed products which are high on price but commensurately low on value or functionality. There is an easier acceptance of luxury and an increased willingness to experiment with mainstream fashion. This results in an increased tendency towards disposability and casting out -from apparel to cars to mobile phones to consumer durables. The self-employed segment of the population has replaced the employed salaried segment as the mainstream market. 40% of primary wage earners in the top 2-3 social classes in towns with a population of 1 million or more are self employed professionals and businessmen. This has driven growth in consumption of productivity goods, especially mobile phones and two and four-wheelers. Finally, credit friendliness, drop in interest rates and easy availability of finance have changed mindsets. Resourceful Young Women The growth in the female workforce has resulted in the emergence of Resourceful Young Women, a group that are at the forefront of new India mores. They are young, literate and resourceful; they place a heavy emphasis on their careers and they have a very self oriented motivation for spending. Resourceful Young Women have a significant influence on Indian retailing For this influential group, mall shopping is about experience and pleasure, and not just about cost efficiencies.

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.


Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

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.

Fig No. -1


Retailing as an industry in India has still a long way to go. To become a truly Flourishing industry, retailing needs to cross the following hurdles: Automatic approval is not allowed for foreign investment in retail. Regulations restricting real estate purchases, and cumbersome local laws. Taxation, which favors small retail businesses. Absence of developed supply chain and integrated IT management. Lack of trained work force. Low skill level for retailing management. Intrinsic complexity of retailing rapid price changes, constant threat of product obsolescence and low margins.


Mr. Kishore Biyani (CEO FUTURE GROUP)
We shall deliver Everything, Everywhere, Every time For Every Indian Consumer in the most profitable manner


Kishore Biyani, the undisputed King of Retail who revolutionized the art of selling when he stormed the market with his hypermarket chain Big Bazaar. In India's chaotic markets, Kishore Biyani is the unchallenged king of retail. He has the knack of catching rivals off-guard and striking where it hurts most. And now that he's set himself the task of retaining control of the largest retail space in the country, he won't let anyone - suppliers or international promoters included - catch him slacking. The latest to face the wrath of the 43-year-old is South African hypermarket Shop rite, which opened shop in Mumbai last month through a franchise agreement with local company Nirmal Lifestyle. The hypermarket began retailing products from big boys Nestle , Unilever and Procter & Gamble at consumer discounts of 20-30 per cent, lower than even Biyani's purchase prices in his Big Bazaar and Food Bazaar stores. Instead of chewing his nails, Biyani turned confrontationist, asking why the multinationals were offering Shop rite better prices, even withdrawing Nestle products from his stores when the company did not respond. From the Shoppe to the large store format in 1998 - this time in Kolkata ("If you can conquer Kolkata, you can conquer other markets too. Calcuttas, contrary to perception, Have money and are loyal customers. They are emotional people and get emotionally attached to a brand.") - was a carefully crafted plot. Being in the business of fashion for almost two decades, we know that a young India needs fashion that is trendy, fast and affordable. That is why Pantaloons promised to deliver Fresh Fashion and it delivered just that in 2005 -06. In a market characterized by just two seasons, Pantaloons became the first and only retailer in India to offer seven seasons of new and contemporary fashion, in line with international trends. It was bound to be a radical breakaway from the way fashion is retailed in India and we are happy to state that all our collections including Lemon Mirchi and Holiday received an overwhelming response from our customers. We blended the concept of design management that takes into account a completely integrated approach involving all departments from fabric and accessories sourcing, to logistics, to category management and to store visual merchandise to deliver to the Indian customer the very latest in fashion right here in India. A strong in-house design and trend-spotting team, coupled with a captive manufacturing base and strong relationships with suppliers helped us become the trend-setter in the industry. Complimenting these was an innovative and a targeted communication and advertising campaign that hit the right chord with the young and young-at-heart of India. In a nation obsessed with beauty queens turned matinee queens, Pantaloons has associated itself with the prestigious Ponds Femina Miss India 2005 pageant. For the Ponds Femina Miss India 2005, Pantaloons created an exclusive collection.

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

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.


We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments for classes and for masses. We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful


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.

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.

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.

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


Covering 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



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,


Indian Retail Forum Awards 2008 Most Admired Retail Company of the year - Future Group Pantaloon Retail (India) Limited becomes the first Indian Retailer to win the prestigious INDIASTAR AWARD. Most admired Retail Company of the year: Pantaloon Retail (India) Ltd.

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.

Food Bazaar- Retailer of the Year(Food and Grocery) Big Bazaar-Retailer of the Year(Value Retailing)


On May 23, 2008, Pantaloon Retail (India) Limited (PRIL) announced that it had signed an agreement to form a joint venture (JV) with the Italy-based Generali Group (Generali) to tap the insurance sector in India. The venture would be called 'Future Generali' and would be headquartered in Mumbai, India. Generali would have a 26 percent stake in the venture, which was expected to offer both life and non-life insurance products. PRIL, which began as


The lines of business of Future Group are: E-commerce: Pantaloon's website Futurebazaar.com has revolutionized the e-commerce business in India. It offers a wide range of products at affordable prices. It has been named as Best Indian Website 2007 in the Shopping category by PC World. Food: In food business, the group offers a host of options. Food Bazaar - a chain of large supermarkets; Brew Bar - a beer bar; caf Bollywood - a national chain of eateries; Chamosa - a pan-Indian chain of snack counters, and Sports Bar - a bistro focused on the world of sports. Fashion: The group offers a variety of options in fashion. Its brands include aLL, Blue Sky, Central, Etam, Fashion Station, Gini & Jony, Navaras, Pantaloons, and Top 10. Home & Electronics: Options include: Collection i - a lifestyle furniture store; Electronics Bazaar - offers branded electronic goods and appliances; e-zone - trendiest electronics items; Furniture Bazaar - entire range of Home Furniture; Home Town - one stop destination for all the home needs. Leisure & Entertainment: Options are: Bowling Co. - state-of-the-art premium family entertainment centre, offering multiple, novel and unique leisure and entertainment options; F 123 - offers a wide range of gaming options ranging from bowling and pool to redemption and interactive video games to bumper cars. Wellness & Beauty: Options are: Health Village - a state-of-the art spa and yoga centre; Star & Sitara: Beauty salon for men and women; Tulsi provides access to the best allopathic, ayurvedic and homeopathic medicinal products; Turmeric - offers beauty products like colour cosmetics, fragrances, herbal and specialty skin items, hair products and bath accessories. Books & Music: Future Group's brand - "Depot" offers Books, CDs, and stationery items.

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.



4.1 RESEARCH METHODOLOGY Research methodology is a systematic way to solve the research problems,It refers to search for knowledge , a scientific and systematic search for information.Marketing research is the systematic design , collection, analysis and reporting of data and finding relevant to a specific marketing design, collection, analysis and reporting of data and finding relevant to a specific marketing situation facing the company. As the Pantaloon is clearly the undisputed leader in the organized retail sector, still it has some problems related to the customer services and hence as a result the level of customer satisfaction is affected. Thus, the main objectives of the research are: To know the level of customer satisfaction. To know the market share of Pantaloon. To know the customer decision making process. To know the promotional strategies of Pantaloon

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.\

Sample Size: Sample size: 200 Sample Unit: Customers

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.

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

No of Respondent Percentage of respondent

52 89 41 18 200 26% 44.5% 20.5% 9% 100%

Graph no.-1

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%

Apparels Footwear Accessories In house brands Others Total

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


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

No of Responden Percentage of t respondent

33 102 54 8 3 200 16.5 51.0 27.0 4.0 1.5 100%

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.

No of Percentage Respondent of respondent

139 38 23 69.5 19.0 11.5 100%

Cash payment Credit/Debit card Pantaloon card Total

200 How do y you make payment a after shopp ping?

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

T Table No.- 6Value how yo describ for money ou

be product

R No of Responden nt
1 119 665 5 111 2 200

Percen ntage of re espondent

59.5 32.5 2.5 5.5 100%

Good for m d value money Reaso onable Bad No co omment Total

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

Table No.-7 Describe the variety of product

Excellent Good Fair Poor Total

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.

Table No.-8 Repurchase products from

pantaloon. Excellent Very good Good Fair Poor Total

No. of Respondent 22 43 75 53 7 200

Percentage of respondent 11.0 21.5 37.5 26.5 3.5 100%

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%

Interpretation:-As far as the customer satisfaction in regards to customer service is concerned,

majority of respondents are neutral. 97 i.e. 48.5% of the total are neutral suggesting that they were not too satisfied with customer services over there. 55 were satisfied and 33 were extremely satisfied with the customer services over there.

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

No. of Respondent 2 6 53 106 33 2 200

Percentage of respondent 1.0 3.0 26.5 53.0 166.5 1100%

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

Once in a month Twice in a month Once in a weak More than once in a Week

50 90 40 20



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




60 80 40 20 200

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.

Chi square test

In this chi square test it is analyzed that weather is there any significant relationship between customer service and re-purchase of the product. So I am assuming that with assumption (hypothesis) there is no significant relationship between customer service and re-purchase of product. Let X: Respondents of the re-purchese the peoduct Y: respondents of the customer satisfaction regards to service Null hypothesis ( H0)=there is no significant relationship between customer service and re-purchase of product Alternet hypothesis (H1)= there is significant relationship between customer service and re-purchase of product Observed value

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

Dissatisfied 1 2 4 2.5 0.5

Expected value (E) 1 2 4 2.5 0.5 1 2 4 2.5 0.5 10 20 40 25 5 6

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

20 20 0 0 0 0 20 0 0 (O-E) 2/ (E) =158.165

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


(O-E) 2/ (E) =158.165

Calculated value=158.165

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

. 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.

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.

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.


Marketing Management Customer Relationship Management

Philip Kotle G .Ghainesh

pearsons Macmillan

13th Edition 1st Edition

www.google.com www.pantaloon.com www.futurebazaar.com

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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