Lifestyle

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE
INTRODUCTION
Theoretical background
Marketing
The Chartered Institute of Marketing defines marketing as "the
management process responsible for identifying, anticipating and
satisfying customer requirements profitably." A different concept is the
value-based marketing which states the role of marketing to contribute to
increasing shareholder value. In this context, marketing is defined as "the
management process that seeks to maximize returns to shareholders by
developing relationships with valued customers and creating a
competitive advantage."
Marketing practice tended to be seen as a creative industry in the past,
which included advertising, distribution and selling,Merchandise support.
However, because the academic study of marketing makes extensive use
of social sciences, psychology, sociology, mathematics, economics,
anthropology and neuroscience, the profession is now widely recognized
as a science, allowing numerous universities to offer Master-of-Science
(MSc) programmes. The overall process starts with marketing research
and goes through market segmentation, business planning and execution,
ending with pre- and post-sales promotional activities. It is also related to
many of the creative arts. The marketing literature is also adept at reinventing itself and its vocabulary according to the times and the culture.
Browne reveals that supermarkets spend millions of dollars intensively
researching and studying consumer behaviour. Their aim is to make sure
that shoppers leave their stores spending much more than they originally
KOSHYS INSTITUTE OF MANAGEMENT STUDIES
planned. Choice examined the theory of trolleyology finding that many

shoppers instinctively look to the right when theyre in the supermarket.
Supermarkets move products around to confuse shoppers, the entry point
is another marketing tactic. Consumer psychologist Dr. Paul Harrison
states that supermarkets are constantly using different methodologies of
selling. One method is performing regular overhauls changing the
locations of products all around to break habitual shopping, and break
your budget. Harrison also contends that people who are shopping in a
counter clockwise direction are likely to spend more money than people
shopping in a clockwise direction. Consumer psychologists reported that
most people write with their right hand, thus it is a biological trait that
people have the tendency of veering to the right when shopping, it is
understood that supermarkets capitalize on this fact. Found on the
capturing right-hand side are usually appealing products that a shopper
might impulsively buy e.g. an umbrella when the weather is dull.
Marketing mix:
Getting the marketing mix right for your product or service means you
are covering all of the important bases in your marketing campaign .Here
is a definition of marketing mix and a description of its main components.
The marketing mix refers to the primary elements that must be attended
to in order to properly market a product. Also known as The 4 Ps of
Marketing, the marketing mix is a very useful, if a bit general, guideline
for understanding the fundamentals of what makes a good marketing
campaign. Here is a brief description of each components of the 4 Ps of
the marketing mix.
Product: The marketing mix concept has its roots in the 1950s U.S.
corporate marketing world, and the practice of marketing has obviously
evolved tremendously since this term was invented. One of the changes is
that there are a lot more services available nowadays, such as those
available online. Also, the distinction between product and service has
become more blurry (e.g., is a web-based software application a product
or a service?). Either way, product here refers to products or service. The
product you offer needs to be able to meet a specific, existing market
demand. Or, you need to be able to create a market niche through
building a strong brand.
Price: The price you set for your offering plays a large role in its
marketability. Pricing for offering that are more commonly available in
the market is more elastic, meaning that unit sales will go up or down
more responsively in response to price changes. By contrast, those
products that have a generally more limited availability in the market (but
with strong demand) are more inelastic, meaning that price changes will
not affect unit sales very much. The price elasticity of your offering can
be determined through various market testing techniques.
Place: This term really refers to any way that the customer can obtain a
product. Provision of a product can occur via any number of distribution
channels, such as in a retail store, through the mail, via downloadable
files, on a cruise ship, in a hair salon, etc. The ease and options through
which you can make your product available to your customers will have
an effect on your sales volume.
Promotion: Promotion is concerned with any vehicle you employ for

getting people to know more about your offering. Advertising, public
relations, point-of-sale displays, and word-of-mouth promotion are all
traditional ways for promotion. Promotion can be seen as a way of
closing the information gap between would -be sellers and would-be
buyers. Your choice of a promotional strategy will be dependent upon
your budget, the type of offering you are selling, and availability of said
promotional vehicle.
Marketing has come a long way from the 4Ps of yesteryear, and yet
understanding this marketing mix is for your product remains very
relevant today. The marketing mix serves as an excellent touchstone for
continually checking that you are covering all of the bases in your
marketing campaign.
Customer : A customer is usually used to refer to a current or potential
buyer or user of the products of an individual or organization, called the
supplier, seller ,or vendor. This is typically through purchasing or renting
goods or services. However, in certain contexts, the term customer also
includes by extension any entity that uses or experiences the services of
another. A customer purchases products, whereas a client purchases
services.
The word derives from custom, meaning habit; a customer was someone
who frequented a particular shop, who made it a habit to purchase goods
of the sort shop sold there rather than elsewhere, and with whom the
shopkeeper had to maintain a relationship to keep his or her custom,
meaning expected purchases in the future.
The slogans the customer is king or the customer is god indicate the
importance of customers to business-although the last expression is
sometimes used ironically.
The father of our nation, Mahatma Gandhis famous statement is worth
recollectionA customer is the most important visitor on our premises .He is to
dependent on us, we are dependent on him .He is not dependent on us, we
are dependent on him. He is not an outsider on our business. He is a part
of it .We are not doing a favor by serving him, he is doing us a favor by
giving us an opportunity to do so.
According to Peter Ducker.
The purpose of a business is to create customers.
Implied in his words and his work, is the importance of keeping those
same customers and of growing the depth of their relationship with them.
Hence a customer is the most significant part of any business concern.
Without a customer, there is no purpose to a business. Hence there is a
direct relationship between number of customers to the profits of the
concern .Large number of customers bring larger profits.
Customer satisfaction: a term frequently used in marketing, is a measure

of how products and services supplied by a company meet or surpass
customer expectation. Customer satisfaction is defined as the number of
customers , or its services (rating) exceeds specified satisfaction goals.
It is seen as a key performance indicator within business and is often part
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.
Within organizations, customer satisfaction rating can have powerful
effects. They focus employees on the importance of fulfilling customers
expectations. Furthermore, when these ratings dip, they warn of problems
that can affect sales and profitability. These metrics quantify an important
dynamic. When a brand has loyal customers, it gains positive word-ofmouth marketing, which is both free highly effective.
PURPOSE OF CUSTOMER SATISFACTION

A business ideally is continually seeking feedback to improve customer
satisfaction.
Customer satisfaction provides a leading indicator of consumer purchase
intentions and loyalty. Customer satisfaction data are among the most
frequently collected indicators of market perceptions. Their principal use
is twofold
1. Within organization, the collection, analysis and dissemination

of these data send a message about the importance of tending to
customers and ensuring that they have a positive experience
with the companys good services
2. Although sales or market share can indicate how well a firm is
performing currently, satisfaction is an indicator of how likely it
is that the firms customers will make further purchases in the
future. Much research has focused on the relationship between
customer satisfaction and realized. Studies indicate that the
ramifications of satisfaction are most strongly realized at the
extremes. On a five-point scale, individuals who rate their
satisfaction level as 5 are likely to become return customers
and might even evangelize for the firm. Individuals who rate
their satisfaction level as 1, by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments
about it to prospective customers. Willingness to recommend is
a key metric relating to customer satisfaction.
7 STEPS IN CUSTOMER SATISFACTION

1. Encourage face-to-face dealings.
2. Respond to messages promptly & keep your clients
infirmed.
3. Be friendly and approachable.
4. Have a clearly-defined customer service policy.
5. Attention to detail (also known as The little Niceties)
6. Anticipate your clients needs & go out of your ways to help

them out.
7. Honor your promises
Conclusion
Customer service, like any aspect of business, is a practiced art that takes
time and effort to master. All you need to do to achieve this is to stop and
switch roles with the customer. What would you want from your business
if you where the client? How would you want to be treated? Treat your
customers like your friends and theyll always come back.
RETAILING
A retailer is any business that sells products to consumers for personal
use. Restaurants, supermarkets, banks, mail-order catalogs are all retailers
.Retailing is the final link in the marketing channel bringing products and
services from the producers and providers to consumers Retailing is
important because it creates economic utility, it helps manufacturers reach
consumers, and it makes a significant contribution to the economy
Producers rely on retailers to offer the right products at the right place.
Retailing is in the midst of tremendous change today, making it one
of the most dynamic and challenging areas in marketing. The demand for
time saving services continues to grow, making services retailing one of
the hottest marketing trends from the 1990s.
THE EVOLUTION OF RETAILING

The development of shopping malls can be traced back to 1850s, when
the first Department store was opened in Paris starting the era of mass
consumption. Mass Production and consumption rationalized and
industrialized shopping .The development of department stores meant
major transforms in the landscape of cities. Commercial activities moved
from public streets to privately owned buildings. Department stores
changed the concept of shopping and liberated people to enjoy it.
Understanding the categories is very important because successful
strategies and tactics vary from one type or retailer to the next, and
knowing what kind of store is to be run is the first step in designing the
marketing programs.
DEFINITION OF SHOPPING MALL
A shopping center, shopping mall, or shopping plaza, is the modern
adaptation of the historical market place. The mall is a collection of
independent retail stores, services, and a parking area, which is
conceived, constructed and maintained by a separate management firm as
a unit. They may also contain restaurants, banks, professional offices,
services stations etc.
ADVANTAGES OF SHOPPING MALLS:
There are several reasons as to why one would prefer to shop in a
shopping mall rather than individual shops. Shopping malls are
advantageous in the following ways:
One-stop-shop or convenience:
Brand proliferation, traffic congestion and busy lifestyles are trends that
make shopping malls offerings appealing to the consumer. These
shopping malls give the consumer better choices, as they are normally
multi-branded outlets.
Ambience or experience:
With the increasing competition and restricted time limit, the customers
want to combine their shopping with entertainment. The shopping malls
have very attractive and relaxing ambience that serves both the purposes
to the customers.
Price:
The shopping malls offer its customers value -added incentives such as a
pleasant shopping experience, etc at the same price that the small shops
offer.
Service:
The shopping malls provide its customers with a lot of services such as
alterations, guarantees for certain products etc. The customers are also
offered various incentives such as membership cards on which the
customers get certain amount of points on every purchase and they could
redeem these points after a certain period.
INDIAN SCENARIO
The Indian consumer initially accepted everything that was offered to
them. But form the 90s the trend changed and the market became more
consumer driven Consumers became more specific about what they
wanted and did not pick up anything and everything that was given to
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them .In short, they became very choosy and needed alternatives to
choose from .These in turn made the Indian consumers more
knowledgeable about the products and facilities and have now become
tough critics, savvy purchasers, value driven spenders and practical
thinkers when it comes to shopping. The demand for their time at work
and home has made the consumers extremely selective about how they
would spend their limited time on shopping.
Due to the increasing demand of consumers for variety and convenience,
under one single roof and the concept of shopping malls started taking
shape in India. Though the concept of shopping malls came from the
west, when it was introduced in India, it was according to Indian tastes
and preferences. Shoppers stop was the 1st shopping mall to start in India.
It was promoted by Mr.K.Raheja , a prominent Mumbai- based builder
,opened the 1st outlet in Andheri ,Mumbai in 1991.Initially it undergo a
fair share of growing pains ,but slowly it caught on and has now been
very well accepted by the masses.
In Bangalore ,the first shopping mall which was started was called Little
Woods International .Later it was taken over by the Tata Group and was
renamed Westside. The second shopping mall to have started in
Bangalore was Shoppers Stop and Lifestyle followed this trend. Though
Westside was the first of its king to start operating in Bangalore, it took
time to establish itself and be accepted by the masses. There are many
reasons that could justify this:
Westside started a new trend in shopping and people were not used
to such kind of concept in shopping.
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There were a lot of false perceptions in the minds of the people
about shopping in these shopping malls.

Shoppers Stop was the 2nd shopping mall to start operating in Bangalore.
It had already established itself in Mumbai and Delhi before venturing
into Bangalore .It had good marketing strategy and was accepted by the
customers in a relatively short span of time.
Bombay Store is another shopping mall that started in the city. The
Mumbai based store, with two branches in Mumbai and Pune, is now
spreading its branches southwards.
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RESEARCH DESIGN
TITLE OF THE STUDY

A
STUDY
ON
CUSTOMER
SATISFACTION
TOWARDS
LIFESTYLE
STATEMENT OF THE PROBLEM
The title of the project is as study on customer satisfaction towards
lifestyle The aim of the organization is to give good quality products to
the customers and maintaining good relation with them. The quality of
products at lifestyle is found good compare to other players. It wants to
increase its market share by retaining its loyal customers and attracting
new one.
The information generated by the study will help in making better
decisions. The study is confined in Bangalore city only. The study
attempts to determine the various factors and levels of satisfaction of the
customers.
Now days, new organizations are coming to the business line, so the
competitions among these companies tend to be more complicated. Hence
the necessity of information becomes more essential for the companies
decision-making to cope with the market changes.
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To frame effective marketing strategies, lifestyle should have better

knowledge of the market environment, since the customer satisfaction
plays a vital role in the market.
OBJECTIVE OF THE STUDY
To study the shopping habits of the consumers.
To know the perception of the consumers towards shopping Malls.
To study the reasons for preferring Lifestyle.
To make suggestions based on the findings.
SCOPE OF THE STUDY

This study focuses on how and why customer make decisions on goods
and services. Consumer behavior and research goes for beyond the
decision consumer make about products they buy and their subsequent
evaluations of this products.
A customer dissatisfaction with their choice of any products may be due
to many reasons, such as poor quality, too much of cost, which would
affect the influence of an existing customers towards potential consumers.
If the customer is not satisfied with the products and services, the
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organization cannot work properly. If the organization cannot work

properly then the organization will start to struggle for its survival.
To overcome the dissatisfaction the organization has to conduct a study
focusing on the behavior of the consumers. If the customer is satisfied
with the products and services he or she will come again and again for
purchasing, which in turn increase the sales of the organization and can
stay in the business for long time.
PERIOD OF THE STUDY

This study has done in the city of Bangalore. The study has done at the
LIFE STYLE over a period of one month. The materials are collected
from the customers in the organization on the request for it. The data is
collected from the customers in the form of questioner.
SOURCE OF DATA
Collection of facts and figures about a phenomenon is one of the most
important steps for any study whether it is related to business,
management economic or natural sciences. Collection of data refers to
systematic recording of results either by counting or by enumeration. The
entire structure of statistical analysis for any enquiry is based on
systematic collection of data. Broadly speaking there are two types of
data.
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Primary Data
Secondary Data
Secondary data consist of information that already consists; some were
having been collected for another product.
PRIMARY DATA
A mix of questionnaire and direct interview method was used as a tool for
gathered primary data.
Direct personal interview
Indirect personal interview
Mailed questionnaire method
ADVANTAGES OF PRIMARY DATA

Provides highly accurate and reliable data.
It makes available to investigators supplementary information,
which helps in the interpretation of results.
SECONDARY DATA
Secondary Data is form of compilation of existing or already published
data. The collection of Secondary Data the money and time is relatively
less cost. Keeping in mind purpose for which it is collected where as
Secondary Data May or may not suit the purpose usually collects primary
Data.
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SAMPLING
Sampling draws an inference about population. The values obtain from
the study of samples or collected parameters.
METHODS OF SAMPLING
The various methods of sampling design can be grouped as under:

1. Random sampling method
2. Non random sampling methods
SAMPLE SIZE
A sample of 100 respondents was taken as sample respondents for the
purpose of study. The respondents were selected at random.
SAMPLING TECHNIQUE ADOPTED

Convenient Random Sampling.
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LIMITATIONS
a) Time: The period of time available for completing this project
forced me to limit my area of study. Because of this, I was not able
to take a sample size that would have added more value to the
conclusions drawn by me.
b) Conveyance: Due to absence of customers, I was not able to cover
a wide area for the collection of data.
Some of the people whom I met did not co-operate.
c) Language:
The inability to speak the local language was the
biggest problem that I had to cope with during the course of this
project.
Some responsible show unwillingness to fill the questionnaires
Some respondent gave two prefer hence instead of taking one
option. Therefore the time of analysis, the actual results were
affected.
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CHAPTER SCHEME
CHAPTER 1: INTRODUCTION.
It includes a brief note on customer satisfaction towards life style.
CHAPTER 2: RESEARCH DESIGN
In this chapter it consist of the following,
Title of the study, Statement of problem, Objectives of the study, Field of
the study, Scope of study, Research instruments, Sample design, Sample
size, Sampling technique adopted, Limitations.
CHAPTER 3: PROFILE.
It gives a brief note on the life style, various types of products and
assistance and its new expansion programs with a detail note on its
functions.
CHAPTER 4: DATA ANALYSIS & INTERPRETATION.
This chapter consists of the data to be analyzed. Each data has been
analyzed according to its importance. The analysis will be interpreted in
graphs
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CHAPTER 5: SUMMARY OF FINDING, CONCLUSION

It deals with specific summary of findings and conclusions to objectives
of the project work.
CHAPTER 6: RECOMMENDATIONS AND SUGGESTIONS:
In this chapter, my recommendations and suggestions to the company are
found.
CHAPTER 7: APPENDICES AND ANNEXURES
Here, the copy of the questionnaire and other useful material collected
from the company are annexed.
CHAPTER 8: BIBLOGRAPHY
This shows the references and the other material which is used for
completing this project.
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COMPANY PROFILE
3.1 INTRODUCTION TO COMPANY:
Lifestyle International Pvt Ltd
Lifestyle International (P) Ltd, part of the prestigious Dubai based
Landmark Group, started its operations in India with the launch of the
first Lifestyle store in Chennai in 1999. In little over a decades time,
Lifestyle has established itself amongst the leading retail companies in
India. Positioned as a youthful, stylish and a vibrant brand, Lifestyle
offers its customers not just the ease of shopping but also an enjoyable
shopping experience. Each Lifestyle store brings together five concepts
under one roof Apparel, Footwear, Childrens Wear & Toys, Furniture
& Home Furnishings, Personal Grooming - offering a convenience of a
one-stop shop and a wide choice of national & international brands.
Home Centre by Lifestyle is a one stop destination for Furniture, Home
Dcor and Soft Furnishings that truly represent style, comfort and
individuality. Home Centre uses a unique Concept Room display model
to give customers a practical idea of how each piece of furniture would
look in a particular room.
In keeping with the Groups tradition of making every shopping
experience rewarding and memorable, The Inner Circle Landmark
Groups Loyalty program allows members, to enjoy exclusive benefits
and privileges such as reward points and exciting offers. The Inner Circle
is today recognized amongst the leading Loyalty Program in the country
with an ever increasing base of customers. The card is accepted across all
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Landmark Group Stores in India including Lifestyle, Home Centre by

Lifestyle, Max Fashion, Splash, Rossini, SPAR Hypermarket, Pollination
Food Court & Gloria Jeans Coffees.
Lifestyle and Home Centre offer a truly international shopping
experience, a fact borne by numerous accolades:
Images Most Admired Retailer of the Year Department Store :

Images Retail Awards 2011
Most Admired Fashion Retail Destination of the Year Images

Fashion Awards 2011
Most Admired Retailer of the Year - Home & Interiors Category

for Home Centre by Lifestyle from Images Retail for two
consecutive years, 2009 & 2010
Most Respected Company in the Retail Sector by Business World

IMRB in 2003 and 2004.
ICICI KSA Techno pack Award for Retail Excellence in 2005
Lycra Images Fashion Awards for the Most Admired Large Format
Retailer of the Year in 2006.
Reid and Taylor Retailer of the Year award for the year 2006
Most Admired Retailer of the Year Department Store from

Images Retail in 2008
Present across major metros in India, Lifestyle and Home Centre are
rapidly expanding their footprint across the country
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In Bangalore it offers a shopping experience on a massive 42,000 square

feet floor space ,spread over two floors at the Richmond-Victoria road
junction. It comes with the promise of a trendy young Lifestyle store for
those who desire to live well, while offering exceptional value for money.
The main reason why they opened their outlet in Bangalore was because,
it is a cosmopolitan city, with its high disposable incomes, good presence
of multinational brands, effective reach of media and improved lifestyles.
Indias total retail market is estimated at Rs. 9,300 billion of which
organised retailing is at Rs. 300 billion and it is expected to grow at a
compounded rate of 30% over the next 5 years. The figures are indicative
of the tremendous growth and buoyancy there is in the Indian retail
sector. This in turn has enhanced the scope and value of the industry and
made it a very attractive one for prospective employees.
The retail industry in India is currently estimated to employ nearly 15%
of educated Indian adults with the potential to employ over 2 million in
the next 4-5 years. The sudden spurt in the Indian retail sector has
provided a major boost to career prospects and opportunities in this
promising industry.
The interesting trend is that jobs are opening up across the entry as well
as senior levels. Jobs are also opening up across functions from front
sales to store management to retail management, visual merchandising,
supply chain distribution, warehouse management and design.
Come and explore a host of exciting career opportunities at Lifestyle, a
leading retailer in India- The Lifestyle Store in Bangalore as elsewhere is
India brings together five Concept stores under one roof, thereby offering
a convenient one-stop shop for customers.
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The five concept stores are :

Baby shop
An extensive collection of childrens wear toys, infant basics and nursery
furniture.
Splash
Formal, casual, western and Indian fashion garments for men and women.
Shoe mart: bring together the biggest collection for shoes in the city for
men, women and children.
Shoe mart
Bring together the biggest collection for shoes in the city for men, women
and children. The latest models, elegant designs, an enticing range Lifestyle's Footwear section houses an extensive variety of brands to
choose from.
Rooted in the belief that 'feet have feeling', our range of footwear is in
step with what's happening in the fashion capitals of the world. Apt for
making a fashion statement, the collection in this section will sweep
anybody off his or her feet. Equally alluring is Lifestyle's fine selection of
travel accessories. Housing a diverse range of stylish hand bags and
classy luggage, this section of Lifestyle is a dream come true for the
modern, trendy traveller.
Home center
With a collection of household products and accessories like linen and
furnishings, glassware, crockery, cutlery and furniture.
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Home Centre by Lifestyle is a one-stop destination for furniture, home

ware and home furnishings that epitomizes elegance, luxury and
individuality. Home Centre houses a wide range of contemporary and
classic furniture, linen as well as other home accessories, thus providing
customers affordable complete home solutions.
Home Sweet Home is a truism proven true by Lifestyles Home section.
Accommodated with end-to-end solutions in home ware, gifts, furniture
and furnishings from across the world, our Home range includes
everything you'll need to furnish your dream home. Step inside and
discover a whole new world of lamps, carpets, curtains, rugs, table linen,
bed linen, glassware, crockery, cutlery, cookware, furniture and even
artificial plants, trees and flowers.
Lifestyle
With beauty and health products like perfumes and cosmetics, fashion
accessories and gifts. An alluring combination of romance, endurance and
infinite beauty, this section is more about feeling beautiful than looking
beautiful. The selection of natural, aromatherapy and bath products in a
range of colors and fragrances is unique and very exotic.
Besides stocking well established Indian and international brands, the
Lifestyle store also stocks its own in-house labels in each Concept store.
Besides Lifestyle has a tie-up with Music World to manage and operate
Music department within the store.
For shoppers looking for a quick break during shopping, Lifestyle offers a
range of exotic coffees and snacks through Quickies Coffee Island.
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We are able to leverage our experience in the industry and our extensive
network to source some exclusive imported merchandise and offer it to
our consumers at prices that are competitive, says Mr. V. Murlidharan,
Vice President, Operations, Lifestyle (India).Glassware from Spain,
crockery from U.K and SriLanka., teen-fashions from China and
Thailand, are some of the international products that are available at the
Lifestyle store in Bangalore. Adding to the entire retail experience, is the
ambient lighting and modular fittings sourced from all over the world and
designed by the Landmark Groups in-house architects based in Dubai.
The store already has most things going for it .Both Chennai and
Hyderabad have received the store very well. It is already popular among
the traveling professionals both in India and abroad .So eventually.Its
the choice of a lifestyle now for the citys shoppers !!!!
3.2 OUR MISSION:Carefully listen. Constantly adapt. Always deliver.
The mission statement of the organization is to develop as an organization
which sells the best products at the best price. The mission statement is an
enduring statement of purpose that distinguishes one business from
another similar firm. A mission statement identifies the scope of a firms
operations in product and market terms. The main advantage of the
organization is to sell the best products at the best price.
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3.3 OUR VISSION:To become the leading retail group in the Middle East and India,
maintaining our constant growth through our core, value and international
brand business.
The vision statement of an organization is statement of its future that is,
where the organization needs to be headed. It presents the values,
philosophies and aspirations that guide organizational action. The vision
statement of the organization is to go internationally and merge with
another international organization which operates in the same line so that
the company can access the international market with less risk. This will
give a huge profit to the company as the company is facing huge risks in
the international market.
3.4 CORE VALUE
Customer satisfaction
The main aim of our business is to satisfy our customers. The customers
will get the best products at the best price thats we guarantee. As the
customer gets satisfied he/she will come again and again for purchasing.
Customers are the king without customers no business can live, so its the
duty of every business man to satisfy the customer to stay in the business.
Target customer
A customer was someone who frequented a particular shop, who made it
a habit to purchase goods of the sort the shop sold their rather than
elsewhere, and with whom the shopkeeper had to maintain a relationship
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to keep his or her "custom," meaning expected purchases in the future.

The slogans "the customer is king" or "the customer is god" or "the
customer is always right". The target customers for our business are the
people who have an average income. Those people can save that money
and can use in some other purpose
Management team
chairman
Micky jagtiani
Vice chairperson
Renuka jagtiani
Ceo
Vipen sethi
Ceo
Manu jeswan
Ceo
Vinod talreja
Ceo
Jon jagtiani
Ceo
Raza beig
Ceo
Hariharan ramanathan
Ceo
Neelesh bhatnagar
Ceo
Sachin mundhwa
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LIFESTYLE SHOPS IN BENGLORE

1) OASIS CENTRE
30, Salarpuria Tech Point,
100 Ft. Road, Intermediate Ring Road
Bangalore - 560 079
Tel: +91-80-40276400
2) Adarsh Opus
W-76, Door # 1, Campbell Road, Austin Town
Bangalore - 560 047
Tel: +91-80-2556455
3) Mantri Square,
No 1, Sampige Road, Malleshwaram,
Bangalore -560003
Tel: +91-80-22658934 - 3
4) Gopalan Signature Mall,
Old madras Road,
Bangalore
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DATA ANALYSIS AND INTERPRETATIONS

Table No.1:- Showing rating for the Arrangement of products
Factors
No of Respondents
Percentage
Very good
48
48%
Good
31
31%
Average
18
18%
Poor
3%
Total
100
100%
Analysis
The above table clearly states that 48% of the respondents rated that the
arrangement of products in the store is very good ,while 31% rated that it
is good,18% of the respondents rated that the arrangement is average and
3% feel that it is poor.
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Graph No.1:- Showing rating for the Arrangement of products
Interpretation
It can be inferred that the majority of the customers of LIFESTYLE
show good arrangement of product.
31
Table No.2:- Showing the importance of Brand Name while shopping

Factors
No of Respondents
Percentage
Low
27
27%
High
40
40%
Moderate
13
13%
Average
20
20%
Total
100
100%
Analysis
The above table clearly shows that 27% of the respondents rated that
brand name while shopping is low, 40% rated that it is highly important,
13% rated that it is moderately important, 20% rated that it is average.
32
Graph No.2:- Showing the importance of Brand Name while

shopping
Interpretation
It can be inferred that the majority of the customers of LIFESTYLE
rated brand name is high.
33
Table No.3:- Showing, whether the customers are satisfied with the
services provided by the LIFESTYLE
Factors
No of Respondents
Percentage
Yes
95
95%
No
5%
Total
100
100%
Analysis
The above table clearly shows that 95% of the customers are satisfied
with the services provided by the LIFESTYLE. The remaining 5% are not
satisfied with the services provided.
34
Graph No.3:- Showing whether the customers are satisfied with the
services provided by the LIFESTYLE
Interpretation
From the above graph, it is inferred that the majority of the respondents
are satisfied with the service provide by the LIFESTYLE.
35
Table No.4:- Showing the response of the customers

feel good ambience prevail, while entering the
whether they
LIFESTYLE.
Factors
No of Respondents
Percentage
Yes
88
88%
No
12
12%
Total
100
100%
Analysis
The above table clearly shows that 88% of the customers rated ambience
while entering the LIFESTYLE. Remaining 12% rated no to the
ambience of LIFESTYLE.
36
Graph No.4:- Showing the response of the customers whether they feel
good ambience prevail, while entering the LIFESTYLE.
Interpretation
Graph shows majority of the respondents of LIFESTYLE feel good
ambience prevail, while entering the LIFESTYLE.
37
Table No.5:- Showing the response of the customers whether they are
satisfied with the Parking facility
Factors
No of Respondents
Percentage
Yes
80
80%
No
20
20%
Total
100
100%
Analysis
The above table clearly shows that 80% of the customers are satisfied
with the parking facility in the LIFESTYLE. The remaining 20% are not
satisfied with the parking facility.
38
Graph No.5:- Showing the response of the customers whether they

are satisfied with the Parking facility
Inference
From the above graph, it is inferred that the majority of the respondents
are satisfied with the parking facility providing by the LIFESTYLE.
39
Table No.6:- Showing the Response for Discount offer while

shopping
Factors
No of Respondents
Percentage
Excellent
52
52%
Good
29
29%
Average
13
13%
Poor
6%
Total
100
100%
Analysis
The above table clearly states that 52% of the customers of
LIFESTYLE find Excellent Discount offer, 29% find good Discount
offer, 13% find Average Discount offer, while 6% find Poor Discount
offer.
40
Graph No.6:- Showing the Response for Discount offer while

shopping
Interpretation
From the above graph, it is inferred that the majority of respondents feel
that discounts offered is Excellent.
41
Table No.7:- Showing the importance of quality of LIFESTYLE

products.
Factors
No of Respondents
Percentage
Very good
71
71%
Good
26
26%
Average
3%
Poor
0%
Total
100
100%
Analysis
The above table clearly states that 71% of the respondents feel that
quality plays a very good role while shopping for a product, 26% feel that
it is good,3% feel it as average.
42
Graph No.7:- Showing the importance of quality of LIFESTYLE

products.
Interpretation
This implies that the majority of the customers of LIFESTYLE rated
quality of products is very good.
43
Table No.8:- Showing the rating for price while shopping.

Factors
No of Respondents
Percentage
Very expensive
16
16%
Expensive
39
39%
Affordable
35
35%
Less expensive
10
10%
Total
100
100%
Analysis
The above table clearly states that 16% of the customers in LIFESTYLE
find Very expensive, 39% find it to be Expensive, 35% find it to be
Affordable, while 10% find it to be Less expensive.
44
Graph No.8:- Showing the rating for price while shopping.
Interpretation
price level to be expensive.
45
Table No.9:- Showing the first impression when the customer enter in
to LIFESTYLE.
Factors
No of Respondents
Percentage
Amazed
53
53%
Satisfied
24
24%
Dull
11
11%
Nothing Special
12
12%
Total
100
100%
Analysis
The 53% of the customers of LIFESTYLE are Amazed while entering
in to LIFESTYLE. 24% of customers feel satisfied while entering to
LIFESTYLE. 11% of customers feel a dull effect while entering in to
LIFESTYLE. 12% of customers does not feel anything while entering in
to LIFESTYLE.
46
Graph No.9:- Showing the first impression when the customer enter
in to LIFESTYLE.
Inference
This implies that the majority of the respondents are amazed with
LIFESTYLE.
47
Table No.10:- Showing whether the employees at LIFESTYLE

require training.
Factors
No of Respondents
Percentage
Yes
63
63%
No
37
37%
Total
100
100%
Analysis
The above table clearly states that 63% of the respondents find the
employees at LIFESTYLE dont require training. 37% of the respondents
find the employees at LIFESTYLE require training.
48
Graph No.10:- Showing whether the employees at LIFESTYLE

require training.
Inference
It can be inferred that the majority of the customers of LIFESTYLE rated
that the employees require training.
49
Table No.11:- Showing whether the salesmen help you to select the
product.
Factors
No of Respondents
Percentage
Yes
72
72%
No
28
28%
Total
100
100%
Analysis
The above table clearly states that 72% of the respondents state that the
salesmen helped them to select the product and 28% of the respondents
state that the salesmen was not helpful for them to select the products.
50
Graph No.11:- Showing whether the salesmen help you to select the
product.
Inference
This implies that the majority of the respondents state that the
Salesmen helped them to select the product
51
Table No.12:- Showing whether the customers come across

LIFESTYLE advertisement.
Factors
No of Respondents
Percentage
Yes
63
63%
No
37
37%
Total
100
100%
Analysis
The above table clearly states that 63% of the respondents came across
with LIFESTYLE advertisement. 37% of the respondents did not come
across with LIFESTYLE advertisement.
52
Graph No.12:- Showing whether the customer come across

Inference
This implies that the majority of the respondents come across with
53
Table No.13:- Showing rating for the collection of products in

LIFESTYLE.
Factors
No of Respondents
Percentage
Very good
46
46%
Good
42
42%
Average
12
12%
Poor
Total
100
100%
Analysis
The above table shows 46% of the respondents rated it as very good, 42%
of the respondents rated it as good, 12% of the respondents rated it as
average.
54
Graph No.13:- Showing rating for the collection of products in

LIFESTYLE.
Inference
collection of products is very good.
55
Table No.14:- Showing whether the customer gets the replace for the
damaged products.
Factors
No of Respondents
Percentage
Yes
97
97%
No
3%
Total
100
100%
Analysis
The above table shows that 97% of the respondents gets the replacement
for the damaged products. 3% of the respondents didnt get replacement
for the damaged products.
56
Graph No.14:- Showing whether the customer gets the replace for the
damaged products.
Inference
This implies that majority of the respondents gets the replace
for the damaged products.
Table No.15:- Showing how often the customer visit LIFESTYLE.

57
Factors
No of Respondents
Percentage
Frequently
74
74%
Occasionally
20
20%
Rarely
6%
Total
100
100%
Analysis
The above table shows that 74% of the respondents state that they visit
LIFESTYLE Frequently, 20 of the respondents visit LIFESTYKE
Occasionally, 6% of the respondents visit LIFESTYLE Rarely.
Graph No.15:- Showing how often the customer visit LIFESTYLE.
58
Inference
This implies that majority of the respondents state that they visit
LIFESTYLE frequently.
Table No.16:- Showing whether the customer is satisfied with the

packing facility in LIFESTYLE.
59
Factors
No of Respondents
Percentage
Yes
84
84%
No
16
16%
Total
100
100%
Analysis
The above table shows that 84% of the respondents are satisfied with the
packing facility in LIFESTYLE. 16% of the respondents are not satisfied
with the packing facility in LIFESTYLE.
Graph No.16:- Showing whether the customer is satisfied with the

60
Inference
This implies that majority of the respondents are satisfied with the
Table No.17:- Showing the rating for the Interior design.
61
Factors
No of Respondents
Percentage
Very good
46
46%
Good
42
42%
Average
10
10%
Poor
2%
Total
100
100%
Analysis
The above table shows that 46% of the respondents rated the interior
design as very good. 42% of the respondents rated the interior design as
good. 10% of the respondents rated the interior design as average. 2% of
the respondents rated the interior design as poor.
Graph No.17:- Showing the rating for the Interior design.
62
Inference
This implies that majority of the respondents are rated as very good.
Table No.18:- Showing whether the customer finds lifestyle clean and
hygienic.
63
Factors
No of Respondents
Percentage
Yes
84
84%
No
16
16%
Total
100
100%
Analysis
The above table shows that 84% of the respondents find that lifestyle is
clean and hygienic. 16% of the respondents find that lifestyle is unclean
and unhygienic.
Graph No.18:- Showing whether the customer finds lifestyle clean

and hygienic.
64
Inference
From the above graph, it is inferred that the majority of respondents are
stated that the LIFESTYLE is clean and hygienic.
Table No.19:- Showing rating for the collection of brands in

LIFESTYLE.
65
Factors
No of Respondents
Percentage
Very good
63
63%
Good
21
21%
Average
10
10%
Poor
6%
Total
100
100%
Analysis
The above table shows 63% of the respondents rate it as very good, 21%
of the respondents rate it as good, 10% of the respondents rate it as
average 2% of the respondents rated the collection of brands as poor.
Graph No.19:- Showing rating for the collection of brands in

LIFESTYLE.
66
Inference
collection of brands is very good.
SUMMARY OF FINDINGS AND CONCLUSION

5.1 SUMMARY OF FINDINGS
1.
PROFILE OF RESPONDENTS:
67
The customers of LIFESTYLE are young women, mostly married and

the majority of them belong to the category of home-makers. Although
a majority of the customers also belong to the student category.
2.
ATTITUDE AND PERCEPTIONS OF
RESPONDENTS
TOWARDS THE MALL:

Though
LIFESTYLE has received a positive response from its
customers, there are certain areas where there is scope for

improvement .The parking facility gets a little scarce especially during
the season of discounts and sale .The changing rooms also seem to be in
shortage during the sale season .These two aspects have to be taken into
consideration where discounts or sale are concerned, especially as
LIFESTYLE is the most popular among this category of malls .The
standard of the beverages offered at Quickies ,a coffee bar can be
bettered. The cresh with baby-sitters, is of great help to the young
mothers who come shopping .The ambience is very much liked by the
customers .The varieties offered under one roof has made it very
convenient for the customers to do 1 stop shop. The customers also feel
the necessity for wash rooms to be provided amply .Seating arrangements
outside the changing rooms would be of great convenience to the
customers in wait.
3. ATTITUDE OF THE CUSTOMERS TOWARDS THE OFFERS
OF THE MALL:
The analysis proves that offers like Discounts does affect the buying
behavior .However ,the customers feel strongly about the employee
68
services provided during the sale season due to the rush .They also feel
that the arrangement of products during sales should be bettered for
higher convenience. The membership card for the Gold-Circle has also
enhanced the morale of the member consumers as they enter the mall.
4. AFTER SALE SERVICES:
After sale services like Exchanges and compensation for faulty ,defective
products are rated as good by the malls customers.
5. PACKAGE AND PRESENTATION:
The packages of products before sale are attractive. The carry bags
provided could be brighter to attract attention, adding higher prestige to
its holders. Presentations of the products are on par with its competitors.
6. ARRANGEMENT OF PRODUCTS WITHIN THE MALL:
Practically speaking, any Mall should look into the convenience and
accessibility to products, apart from looking into the appearance aspect of
the mall, while designing its layout .LIFESTYLE, according to its
customers has looked into this aspect with great care ,as its customers feel
that its a great experience to shop at the mall. The sections have been
very thoughtfully placed to suit the needs of the customers while
shopping.
69
SUGGESTIONS
In the fast changing world, where technology is making rapid
strides it is imperative that the firm makes the best possible use of
the same. One such way would be to help the consumers to create a
virtual model of themselves, which would assist in picking clothes
and accessories that match and look good on them and also the
exact place where it is kept in the store. It could also act as the
database of their previous purchases.
The firm should add a little more variety to the kind of products
sold by expanding their already existing line of products.
Arrangement of goods in the manner that is beneficial and within
the reach of consumers.
The most effective medium of advertising would be the
newspapers that would reach a large number of people and have a
higher circulation when compared to magazines. This reaches
people within the immediate surroundings.
The store should be a little more organized during the sale season,
regarding the discount one each kind of product etc.
Employees need to be motivated and more attention is needed to be
given for their training.
70
CONCLUSION
In the duration of one month that was spent in LIFESTYLE, It was a
great experience to see how an organization tries to satisfy its
customers. LIFESTYLE managed to satisfy its customers by
providing quality products at best price. Customer is the king in the
market to satisfy a customer is the most difficult task in the business,
if the businesses dont have the customers, it will start struggling for
its survival. LIFESTYLE has gained its trust among the valuable
customers by providing quality products at best price. This project
helped the LIFESTYLE to understand how well its customers are
satisfied with the products. With the help of the project the
LIFESTYLE came to know that the most of the customers are
satisfied remaining customers are not satisfied because of their
differed taste, low purchasing power etc.
71
STUDY
ON
CUSTOMER
SATISFACTION
TOWARDS
LIFESTYLE.
QUESTIONNAIRE
I Vishnu m student of BBM final semester from RR Institute of
management studies. As part of my academic curriculum, I am
conducting a study on customer satisfaction towards LIFESTYLE. I
assure you that all information provided you will be kept confidential and
shall be used for academic purpose only.
Personal information:Gender
Male
( )
Female ( )
Marital status
Single
( )
Married ( )
Occupation
1. How would you rate the Arrangements of products in LIFESTYLE.

Very good
( )
Good
( )
Average
( )
Poor
( )
2. How important is the brand name to you?

Low
Moderate
( )
High
( )
( )
Average
( )
72
3. Are you satisfied with the service provided by the LIFESTYLE?

Yes
( )
No
( )
4. Did you feel good with the Ambience while entering to LIFESTYLE?
Yes
( )
No
( )
5. Did you get the parking facility?

Yes
( )
No
( )
6. How attractive are the Discount offer?

Excellent
( )
Good
( )
Average
( )
Poor
( )
7. What is your opinion on quality of LIFESTYLE product?

Very good
( )
Good
( )
Average
( )
Poor
( )
8. How would you rate the price of product?

Very expensive ( ) Expensive
Affordable
( )
( ) Less expensive ( )
73
9. What was your first impression when you come to LIFESTYLE?

Amazed ( )
Satisfied
( )
Dull
Nothing special
( )
( )
10. Do you think the employees at LIFESTYLE require training :

Yes ( )
No ( )
11. Did the salesmen help you to select the product?

Yes ( )
No ( )
12. Have you come across LIFESTYLE advertisement?

Yes ( )
No ( )
13. How do you rate the collection of products in LIFESTYLE :

Very good ( )
Average
( )
Good ( )
Poor ( )
14. Did you get replace for the damaged products?

Yes ( )
No ( )
74
15. How often are you visiting LIFESTYLE:

One month
( )
6-12 months ( )
3-6 months ( )
one year
( )
16. Are you satisfied with the packing in LIFESTYLE?

Yes ( )
No ( )
17. How do you rate interior design of LIFESTYLE?

Very good ( )
Good ( )
Average
Poor ( )
( )
18. Did you find LIFESTYLE clean & hygiene?

Yes ( )
No ( )
19. How do you rate the collection of brands in LIFESTYLE?

Very good
( )
Good ( )
Average
( )
Poor
( )
20. Your suggestion for further improvement of customer satisfaction in

LIFESTYLE.
75
BIBLIOGRAPHY
BOOKS
MARKETING MANAGEMENT
PHILIP KOTLER
Business world
Newspapers
Economic times
Business standard
Deccan herald
Web
Google.com
Wikipedia.com
Answer.com
76
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A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

planned. Choice examined the theory of trolleyology finding that many

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

Promotion: Promotion is concerned with any vehicle you employ for

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

Customer satisfaction: a term frequently used in marketing, is a measure

PURPOSE OF CUSTOMER SATISFACTION

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

1. Within organization, the collection, analysis and dissemination

7 STEPS IN CUSTOMER SATISFACTION

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

6. Anticipate your clients needs & go out of your ways to help

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

THE EVOLUTION OF RETAILING

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

There were a lot of false perceptions in the minds of the people

about shopping in these shopping malls.

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

TITLE OF THE STUDY

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

To frame effective marketing strategies, lifestyle should have better

SCOPE OF THE STUDY

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

organization cannot work properly. If the organization cannot work

PERIOD OF THE STUDY

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

ADVANTAGES OF PRIMARY DATA

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

The various methods of sampling design can be grouped as under:

SAMPLING TECHNIQUE ADOPTED

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

The inability to speak the local language was the

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

CHAPTER 5: SUMMARY OF FINDING, CONCLUSION

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

KOSHYS INSTITUTE OF MANAGEMENT STUDIES

A STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

Landmark Group Stores in India including Lifestyle, Home Centre by

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