Rahul - Rbmi - Customer - Satisfaction - Pantaloon Final

SUMMER TRAINING PROJECT REPORT
ON
“A STUDY ON CUSTOMER SATISFACTION”
AT
PANTALOONS RETAIL STORE
ANANDVIHAR,DELHI
Submitted to
Dr. Abdul Kalam Technical University, Lucknow
For the Partial Fulfillment of

MASTER OF BUSINESS ADMINISTRATION
2016-18
SUBMITTED BYSUBMITTED TO
RAKSHPAL BAHADUR MANAGEMENT INSTITUTE

BAREILLY (AKTU-016)
ACKNOWLEDGEMENT
A summer training project is a golden opportunity for learning and self-

development. I consider myself very lucky and honored to have so many
wonderful people lead me through in completion of this project.
I express my deepest thanks to Mr. Anupam Kumar Saxena (HOD – MBA)
and Mr. Himanshu Dargan(Asst. Professor)for his guidance and support.
He supported me by showing different method of information collection about the
company. He helped me all time when I needed and he gave me right direction
toward completion of project.
Rahul Gupta
MBA IIIrd Sem
Roll no. 1601670046
CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

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EXECUTIVE SUMMARY
Managers have increased their emphasis on long-term client relationships because

services, stronger relationships and therefore longer customer lifetimes likely are
associated with a greater degree of cross-buying, a more significant level of
transactions and therefore higher profits. This makes Customer retention rates and
customer share of category purchase as important metrics in customer relationship
management. To maximize these metrics, many firms use relationship marketing
instruments, in their services but these services along with being beneficial are also
highly costly. Thus it is important to find out whether these services are
influencing the buying behavior of customers or not and if they are influencing
then how impactful is there influence.

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CONTENTS:-
CHAPTER NAMEPAGE NO.
Introduction of the topic7-26
Scope & Objectives of the Study27
Research Methodology28-30
Research Design31-32
Data Analysis & Interpretation36-48
Findings, Recommendations49-50
Limitations of Study51
Conclusion52
References/Bibliography53
Appendices/Questionnaire54-55

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ABOUT THE ORGANIZATION

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INTRODUCTION OF PANTALOONS
Pantaloons Retail India

Pantaloons Retail Limited, is a large Indian retailer, part of the Aditya Birla Group, and
operates in multiple retail formats In both, value and lifestyle, segments of the Indian
consumer market. Headquarters: Mumbai, India Founded: India Pantaloons Retail (India)
Limited, was a large Indian retailer, part of the Future Group, and operates in Multiple
retail formats in both, value and company had over 1,000 stores across 71 cities in India
and employs over 35,000 people, and as of 2010, it was the country's largest Listed
retailer by market capitalization and revenue.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a
large-format home solutions store.
Pantaloons Retail India Ltd (PRIL) is de-merging its apparel and accessories business.
The company, which is part of Kishore Biryani’s Future Group, operates the ‘pantaloons
format' business through 65 stores and 21 factory outlets.

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Aditya Birla Group (PARENT GROUP OF PANTALOONS)
ORIGIN OF PANTALOONS
The first Pantaloons was opened in Gariahat in 1997. Over the years, it has undergone
several transitions. When it was first launched, this store mostly sold external brands.
Gradually, it started retailing a mix of external brands while at the same time introduced
its own private brands. Initially positioned as a family store, it finally veered towards
becoming a fashion store with an emphasis on 'youth' and clear focus on ‘fresh fashion’.
Today, the fashion store extends to almost all the major cities across the country.
Pantaloons have established its presence with stores not just in the metros, but also in
smaller towns. Today there are around 46 Pantaloons store across the country.
It is led by its flagship enterprise, Pantaloons Retail, the group operates over 12million
square feet of retail space in over 71 cities and towns and 65 rural locations across
India.Pantaloons are among India's largest chains of fashion stores. Pantaloons Fresh
Fashion, with its focus on 'fresh look, feel and attitude' offers, trendy and hip collections
that are in sync with the hopes and aspirations of discerning young and 'young-at-heart'
consumers. Pantaloons Fresh Fashion stands out as a fashion trendsetter, on the lines of
how fashion is followed internationally. This 'fresh fashion' destination allows customers
to shop for the latest in fashion apparel and accessories throughout the year in an
attractive and visually stimulating ambience.

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Spotlighting today's buoyant youth, Pantaloons, India's premium lifestyle apparel
company offers chic and trendy fashion to meet their ever- changing needs. A pantaloons
reflects the ideology of always keeping alive the 'newness factor' through fashion apparel
and accessories that are visually appealing and fashionably upbeat. The first Pantaloons
store was launched amidst much fanfare in Gariahat, Kolkata in 1997. Over the years, the
brand has undergone several transitions and re-invented itself to bring forth compelling
trends and styles catering to the evolving fashion hub.
Since its inception, Pantaloons progressed from retailing just a mix of brands to its very
own popular private labels as well, designed by the in-house Design Studio. With a sharp
focus on bringing the latest in fashion, the Design Studio combines its prowess in design
and aesthetics to present styles that keep the consumer fashionably dressed each season.
Initially positioned as a store catering to the fashion needs of the entire Pantaloons has
transitioned to a fashion and lifestyle brand with an emphasis on youth and a focus on
designs that are inherently in sync with current fashion trends. This compelling
combination has helped Pantaloons retain its place on the style radar of every consumer's
wardrobe. Pantaloons stores have an abundance of choices across categories that range
from western to Indian wear, formal to party wear and active wear for men, women and
kids. To further add to the customer's innumerable choices that reflect style, attitude, and
comfort, Pantaloons has extended its horizons to fashion accessories like fragrances,
footwear, handbags, watches, sunglasses and much more.With a chain of 75 fashion
stores across 38 cities and towns, Pantaloons is constantly extending its foot-prints into

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the rest of modern India. A Pantaloon which was previously controlled by the Future
Group has established.
VISION & MISSION
GROUP VISION
 To be a premium global conglomerate, with a clear focus on each of the
Businesses.
GROUP MISSION
 To deliver superior value to our Customers, Shareholders, Employees and Society
at large.

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Board & management team
 Dr. Rakesh Jain
 Mr. Pranab Barua, Managing Director
 Mr. Sushil Agarwal
 Mr. P. Murari
 Mr. Bharat Patel
Management team
 Mr. Shital Mehta, Chief Executive Officer, Pantaloons Fashion & Retail Ltd.
 Mr. Chandrashekar Chavan, Chief People Officer, Apparel Business,
 Mr. Manoj Kedia, Chief Financial Officer, Pantaloons Fashion & Retail Ltd.

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INTRODUCTION:
CUSTOMER SATISFACTION AT
PANTALOONS
ADITYA BIRLA GROUP
Future Group was established in 1981 and over the past decades has evolved from a
regional concern to a truly global entity. Headquartered in Dubai with offices in London
and New York and business hubs worldwide, Future Group today is a holding company
that oversees 30 privately held companies across four core sectors spanning five
continents. Under the Group's leadership those companies now employ over 5000 people
and had a collective turnover of nearly USD$1 billion in 2009.Since its inception Future
Group has realized its vision through greenfield ventures and acquisitions as well as
vertical and horizontal integration. The Group's network of subsidiary businesses now
embraces a wide variety of sectors entrepreneurially serving multiple communities.
Future Group has three core segments; Operating Businesses, The Investment Group and
The Family Office. The corporate leadership team at Future Group has direct
responsibility for the supervision, governance and strategic support across all three. The
team's fundamental ethos is to lead through others. This philosophy has been translated
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into a unique structure and process of cross-functional expertise. It has evolved into the
leveraging of a multitude of talent across the divisions to better achieve collective goals
and implement strategies.
We believe that our people are our greatest asset. We pride ourselves on attracting and
retaining world class leaders to help realize our Vision and continue to build upon our
success. Selecting those who share our vision and represent the best of breed in
management and workforce, has catapulted us into a highly dynamic enterprise with both
global reach and impact. Within Future Group we strive to secure not just the leaders of
today, but to invest in those who will lead us tomorrow.

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POST PURCHASE BEHAVIOR OF CONSUMER
AT PANTALOONS
After purchasing the product and services the consumer will experience some level of
satisfaction or dissatisfaction with the product and services that will influence subsequent
behavior. If consumer is satisfied he may show the probability of buying the product the
next time, satisfied customer will say good thing about the product, proving the statement
that "satisfied customer is the best advertisement.” A dissatisfied customer may take
some action against it. They may try to reduce the dissonance by abandoning returning
the product.Understanding consumer needs and buying process is the foundation of any
company. By understanding how buyers go through problem recognition, information
search evaluation of alternatives, the purchase decision and post purchase behavior
marketers can pick up many clues as to how to meet buyers need.

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FUNCTIONAL AREAS
Ist FLOOR SIDE:
Women- Casual, Formal, Sports and Footwear.
Men- Casual, Formal, Occasion wear, Accessories, All the Alto Moda size zone, Planet
sport and Footwear.
2nd FLOOR SIDE:
 Fragrances
 Women Ethnic
 Watch and Sunglasses
 Cosmetics
 Jewelry
 Fashion Accessories
 CSD(Customer Service Desk)
 Baggage Counter

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STORE STRUCTURE
STORE MANAGER
-
WARE HOUSE MANAGER (WAREHOUSE ASSISTANT)
-
CSD MANAGER (CSD ASSISTANT)
-
DEPARTMENT MANAGER (FASHION ASSISTANT)
-
VISUAL MERCHANDISER (MERCHANDISER ASSISTANT)
OPERATION MANAGER
HEAD CASHIER-(CASHIER)
ADMINISTRATION MANAGER
MARKETING MANAGER

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PRODUCTS OVERVIEW AT PANTALOONS
Pantaloons have wide variety of categorieslike:-

• Casual wear
• Ethnic wear
• Formal wear
• Party wear
• Sport wear
• Fragrances
• Jewelry
For Men, Women and Kids.
SERVICES OVERVIEW AT PANTALOONS:-

 Welcome customers with Smile and Namaste.
 Baggage counter.
 Wheel chair for handicap people.
 Permanent Fashion assistant.
 Drinking Water facilities.
 Sitting facilities.
 Exchange without question.
 Feedback system.

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Pantaloons Culture
 Pantaloons offer a range of opportunities, which are challenging, intellectually
stimulating and enriching. Success is the outcome of dedicated efforts of talented
people, committed towards making an impact – wherever, whenever…at all times.
 The cordial environment makes the workplace ambience congenial and an
enjoyable experience, resulting in a group of happy and content employees who
work with passion and achieve great things everyday
 Employees are empowered to tailor their work around their lives while delivering
quality results at all times. Pantaloons hone the inherent skills of its employees by
taking them through a systematic process of learning and development. Each
employee is offered an all-around growth path, based on the maxim: Together we
can achieve the impossible dream.

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CORE VALUES
Integrity:(Honesty in every action)
 Acting and taking decisions in a manner that is fair, honest, and following the
highest standards of professionalism. Integrity for us means not only financial
and intellectual integrity, but in all other forms as are commonly understood
Commitment:(Deliver on the promise)
 On the foundation of integrity, doing whatever it takes to deliver value to all
stakeholders. In the process, taking ownership of our actions and decisions, those
of our team and that part of the organization that we are responsible for them.
Passion:(Energized action.)
 A missionary zeal arising out of emotional engagement with the organization that
makes work joyful and inspires each one to give our best. Relentless pursuit of
goals and objectives with the highest level of energy and enthusiasm, that is
voluntary and Spontaneous.
Speed:One step ahead always

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CONSUMER BUYING BEHAVIOR IN
PANTALOONS
Understanding the buying behavior of the target market is the essential task of marketing
management under marketing concept. The consumer market consists of all the
individuals and households who buy or acquire good and services for personal
consumptions.
The buying behavior tries to find out the answers for the questions, who buys? How do
they buy? Where do they buy? Do they buy?
 FACTORS INFLUENCING CONSUMER BUYING BEHAVIOR:-
There are four major factors that influence the buying behavior such as cultural factors,
social factors, personal factors, and psychological factors.
 CULTURAL FACTORS: Culture is the most fundamental determinant of a
person wants and behavior. Values, perceptions, preferences, and behavior are the
main variable under culture of an individual. Each culture contains sub-culture like
nationality, religious group, geographical area, and linguistic divisions etc.
 SOCIAL FACTORS: A consumer behavior is also influenced by social factors
such as the consumer reference group family and social roles and status.

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 PERSONAL FACTORS:A buyer decision is also influenced by his or personal
characteristics, notably the buyers age, lifestyle, occupation, economic
circumstances etc.
 PSYCHOLOGICAL FACTORS: a person buying choice is also influenced
by four major psychological factors such as motivation, perception, learning belief
and attitudes.

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CUSTOMER SATISFACTION
Customer satisfaction is the individual’s perception of the performance of the
products or service in relation to his or her exceptions. Customers usually will have
drastically different expectations.
The concept of customer satisfaction is the function of customer expectations. A
customer whose experience falls below expectations will be dissatisfied and
customer whose expectations are exceeded will be highly satisfied or delighted.
The research indicates that there are rewards for having satisfied customers which
is depicted as below:
SATISFIED CUSTOMERS
CUSTOMERS TO PURCHASE FROM YOU
(As long as nothing better comes along)
ARE LIKELY TO PROVIDE YOU WITH 3 TO 5 REFERRALS OVER THEIR
LIFETIME OR PURCHASING

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UNDERSTANDING THE CONSUMER BASED ON
VARIOUS PERSONALITY TYPE:
Marketers are interested in understanding how a difference in personality
influences consumption behavior because such knowledge enables them to
understand consumer and to segment and target those consumers who are likely to
respond positively to their product or service communications.
 ATTRACTING CUSTOMERS:-
Today’s customers are becoming harder to please. They are smarter, more price
conscious, more demanding, less forgiving and they are approached by many more
competitors with equal or better offers. The challenge, according to Jeffrey
Gitomer is not to produce satisfied customers but to produce delighted and loyal
customers.
Companies seeking to expand their profits and sales have to spend considerable
time and resources searching for new customers. To generate leads, the company
develops ads and places them in media that will reach new prospects; it sends
direct mails and makes phone calls to possible new prospects; its sales person
participate in trade choice where they might find new leads; and so on. All this
activity products a list of suspect. The next task is to identify which suspects are
really good prospects.

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 CUSTOMER RETENTION:-
The over objective of providing value to customers continuously and more
effectively is because the competitors also to try to acquire highly satisfied ( Even
delighted) customers ; the organization’s strategy of customer retention makes in
the best interest of customer to stay with the company rather than switch to another
firm. In almost all business situations it is more expensive to win new customers
than to keep the existing ones. Studies have shown that small reductions in
customer defections produce significant in profits because of the following
reasons.:-
1. Loyal customers buy more products
2. Loyal customer are less price sensitive and pay less attention to competitors
advertising
3. Servicing existing customers, who are familiar with the firms offering and
processes, is cheaper.
4. Loyal customers spread positive word or mouth and refer other customer.
Further, more, marketing efforts involved in attracting new customers is
expensive, rather in saturated markets, it may be impossible to find new
customers.

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 RELEVANCE OF POST PURCHASE BEHAVIOR:-
After purchasing the product, the consumer will experience some level of
satisfaction or dissatisfaction. The marketer’s job does not once the produce is
sole. Marketers need to constantly monitory post purchase satisfaction, post
purchase actins an post purchase produce uses.
 POST PURCHASE SATISFACTION:-
What determines whether the buyer will be highly satisfied, somewhat satisfied, or
dissatisfied with the purchase? The answer to this question can be given as: buyer
satisfaction is the function of the closeness between the buyer’s expectation and
the products perceived performance.
Consumers from their expectation on the basis of messages received from sellers,
friends and other source that give information for instance even a sales promotion
offer. As the gap between the expectations and performance becomes larger and
larger the greater is the consumer dissatisfaction. This is where the consumer’s
coping style comes in to play. Some consumers magnify the gap when the produce
is not perfect, and they are highly dissatisfied, others minimize the gap and are less
dissatisfied.
The importance of studying the post purchase satisfaction suggests that the product
names must truthfully represent the product’s likely performance. Some seller’s

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might even understate performance levels, so that consumers experience higher –
than – expected satisfaction with their product.
Customers Satisfaction is the critical strategic weapon for any enterprise as
we move towards the 21stcentury. The message is simple:-
-Every company must regard each of its customers as a valuable, irreplaceable
asset and treat him or her as they themselves would wish to be treated. The
customers are the organization’s natural resources. The organization will be
doomed as a civilization in spite of all the material accomplishment if its squanders
its natural resources. The organization will face an equally bleak future if it let its
customer resources depart without any conscious efforts to retain them.
Customer Satisfaction is so powerful that it can be quantified. Customer
satisfaction deals with data, nor theory, and there is a beauty of data:-
-If we can define it -we can measure it
-If we can measure it -we can analyze it
-If we can analyze it -we can control it
-If we can control it -we can improve it

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OBJECTIVES
 To know customer attitude towards customers loyalty program at Anand Vihar,
Delhi store.
 To know if customer loyalty program has contribution in converting customers
into clients.
 To know customer satisfaction with Pantaloons Anand Vihar,
Delhi.
 To know how pantaloons retain customers using its services
 To know that customers get delighted through services.
 To know customer satisfaction for services provided to customers.
 Know your business.
 Consult with customers and employees.
 Set customer sensitive services standard
 Communicate service standards to customers and performance to
employees

 Manage your organization based on service standards and quality.

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RESEARCH METHODOLOGY:
RESEARCH BACKGROUND
 Research - Quantitative
 Research design - Descriptive study
 Data collection - Primary Data
 Sample area - Anand Vihar,Delhi -
 Sample size - 50 customers
 Sampling design - Non-probability
 Sampling Technique - Convenience sampling
 Research approach - Survey method
 Research instrument - Questionnaire
 Sampling tool - Structured Question
 Analytical tool - Percentage

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RESEARCH METHODOLOGY
Research method is an academic activity and as such as the term should be used in a
technical sense. This research comprises of defining and redefining problem, formulating
hypothesis or suggested solution; collecting; organizing and evaluating data; making
deduction and reaching conclusion; and at last carefully testing the conclusion to
determine they fit the formulating hypothesis. By this way proper methodology is an
essential step in conducting research study.
In recent years, the word methodology has become a "pretentious substitute for the
word method". Many recent uses of the word methodology mistakenly treat it a synonym
for method or body of methods. Doing this shifts it away from its true meaning and
reduces it to being the procedure itself, the set of tools or the instruments that should have
been its outcome. A methodology is the design process for carrying out research or the
development of a procedure and is not in itself an instrument for doing those things.
Using it as a synonym for method or set of methods, leads to misinterpretation and
undermines the proper analysis that should go into designing research. Generally for any
research study both primary and secondary research are done which facilitates in the
better understanding of the entire study. Primary research helps garner relevant and

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adequate data of the current state of affairs pertaining to any subject and provides an
insight into the exact nature of the problem. Owing to the broad and complex nature of
this research topic which would require delving into many aspects of the study including
an ethnographic study which would in turn include a longitudinal time horizon which
cannot be possibly encompassed within this research as it goes

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RESEARCH DESIGN
A research design is the arrangement of condition for collection and analysis of data in a
manner that aim to combine relevance to research purpose with procedure. The research
design adopted for this study is descriptive type. The objective of such a study is to
answer “who, what, where and how” of the subject under investigation. It is used because
of its extensive flexibility, scope and convenience. A descriptive research study is
basically concerned with narration of particular individual or group with specific
predictions.
Sometimes a distinction is made between "fixed" and "flexible" or, synonymously,
"quantitative" and "qualitative" research designs. However, fixed designs need not be
quantitative, and flexible design need not be qualitative. In fixed designs, the design of
the study is fixed before the main stage of data collection takes place. Fixed designs are
normally theory driven; otherwise it is impossible to know in advance which variables
need to be controlled and measured. Often, these variables are measured quantitatively.
Flexible designs allow for more freedom during the data collection process. One reason
for using a flexible research design can be that the variable of interest is not
quantitatively measurable, such as culture. In other cases, theory might not be available
before one starts the research. However, these distinctions are not recognized by many

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researchers, such as Stephen Gorard who presents a simpler and cleaner definition of
research design
DESCRIPTIVE RESEARCH DESIGN

Descriptive research is used to describe characteristics of a population or
phenomenon being studied. It does not answer questions about how/when/why the
characteristics occurred. Rather it addresses the "what" question (What are the
characteristics of the population or situation being studied?) The characteristics used to
describe the situation or population are usually some kind of categorical scheme also
known as descriptive categories. For example, the periodic table categorizes the
elements. Scientists use knowledge about the nature of electrons, protons and neutrons to
devise this categorical scheme. We now take for granted the periodic table, yet it took
descriptive research to devise it. Descriptive research generally precedes explanatory
research. For example, over time the periodic table’s description of the elements allowed
scientists to explain chemical reaction and make sound prediction when elements were
combined.
Hence, research cannot describe what caused a situation. Thus, Descriptive research
cannot be used to as the basis of a causal relationship, where one variable affects
another. In other words, descriptive research can be said to have a low requirement
for internal validity.

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The description is used for frequencies, averages and other statistical calculations.
Often the best approach, prior to writing descriptive research, is to conduct a survey
investigation
RESEARCH APPROACH
 The survey method was adopted for collecting the primary data. Survey research is
the systematic gathering of data from respondents through questionnaire.
RESEARCH INSTRUMENT
 The data for this research was collected by survey techniques using survey
method, guided by questionnaire.
SAMPLING
Sample denotes only a part of the universe / population. The sample represents the
population and is having the same characterizing as the population.
SAMPLING METHOD
Non – probability sampling
CONVENIENCE SAMPLING

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Sampling refers the method of selecting items to be observed for the study. The samples
have been selected for the study based on the convenience of the researcher. The method
used here is convenient sampling, where the samples are selected based on the
convenience of researcher.
SAMPLING SIZE
Sampling size is the number of items to be selected from the universe to constitute the
sample. In this study, a sample study of 50 has been chosen.
SAMPLING AREA
This study was undertaken at pantaloons Pacific Mall,Anand Vihar,Delhi.
PERIOD OF STUDY
The study was undertaken between 1st July 2017 and 30th August 2017
DATA COLLECTION DESIGN

A marketing researcher has to make a plan for collecting data which may be primary
data, secondary data or both.
PRIMARY DATA
The primary data was obtained by administering survey method, guided by questionnaire
to collect information from customers. The questionnaire are Closed ended questions.
These methods were adopted since the data which is required is highly focused on
customer satisfaction

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SECONDARY DATA
The secondary data are collected through various sources like:-
1. Secondary data are collected through internet related to industry, company,
competitors, etc.
2. Review of articles being published on the topic in various magazines and
newspapers
3. Data are also collected from the company brochures etc.

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DATA ANALYSIS
1.PURCHASED BEFORE AT PANTALOONS

Since there are many apparel retailers at Delhi, we should know whether customers have
purchased before or not at pantaloons.

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1. Have you purchased earlier from
Pantaloons?
TABLE.-1
PURCHASE
BEFORE FREQUENCY %
YES 50 100
NO
TOTAL 50 100
NO
0%
YES
100%
INTERPRATATION FIGURE-1
In my research all respondents I met, they all were existing customers.

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2. Do you have pantaloons green card?
TABLE.-2
HOLDING
GREEN CARD
FREQUENCY PERCENT
YES 46 92
NO 4 8
TOTAL 50 100
NO
0%0% 8%
YES
92%
INTERPRATATIONFIGURE-2
This question was to know that how many people were using the payback greencard card
and almost all the respondents had card, only few did not have

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3.How frequently do you shop in pantaloons?
TABLE.-3
FREQUENCY OF
PURCHASE FREQUENCY %
AS PER NEEDS 19 38
MONTHLY 23 46
Yearly 8 16
TOTAL 50 100
0%
YEARLY
16% PER NEED
38%
MONTHLY
46%
This question was to know their need and interest towards Pantaloons; I found that most
of the respondents came to shop when they felt need to buy and they did visit almost in a
month and some customers occasionally used to visit

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4. In a year how much do you purchase in Pantaloons?
TABLE.-4
Purchase FREQUEN
CY %
Less than 8000 6 12
8000-20000 11 22
20000-40000 13 26
More than 40000 20 40
TOTAL 50 100

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12%
ABOVE 40
40%
8-20000
22%
20-40000
26%
This question was to know purchasing power of customers so Most of the respondents
had long time purchase record

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5. Rate your satisfaction level with the purchase you made in
Pantaloons?
TABLE.-5
frequency %
Highly satisfied 28 56
Satisfied 22 44
Dissatisfied
Highly dissatisfied 50 100
TOTAL
D.S HDS
0% 0%
SATISFIED
44%
H.S
56%
This question was to know whether customers are satisfied or not but I found that many
respondents were delighted and satisfied and no respondent was dissatisfied

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6. Do you find that all the problems and queries are solved and answered
Satisfactorily at CUSTOMER SERVICE DESK?
TABLE.-6
FREQUENC
Y %
Agree 16 32
Strongly 30 60
agree
Disagree 4 8
Strongly
disagree
TOTAL 50 100
DISAGREE S.DISAGREE
8% 0%
AGREE
32%
S.AGREE
60%

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FIGURE -6 this question was to know that customers attitude towards customer service
and I found that customers were happy with the service and few had denied to be satisfied
with the service

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7. Do you receive periodic and proper updates regarding
Offers and promotions (mails/sms/calls) from Pantaloons?
TABLE-7
Frequency %
Yes 46 92
No 4 8
Total 50 100
0%
0%
NO
8%
YES
92%
In my survey only 4 respondents did not have PAYBACK card so they were not getting
SMS and E-mail updates regarding offers and discount.

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8. What do you think about current loyalty program?
TABLE-8
Frequency %
Excellent 34 68
Good 16 32
Average
Not good
Total 50 100
AVERAGE NOT GOOD

0% 0%
GOOD
32%
EXCELLENT
68%
INTERPRATATION FIGURE-8
This was to know customer trust on loyalty program I found the that according to
majority of respondents, loyalty program was at the good position and no respondent
marked it as average and bad program

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9. Do you hold privilege cards of any other retailer?
If yes, which?
TABLE-9
Frequency %
Reliance 6 12
Max 4 8
Big Bazaar 9 18
Other 2 4
Total 21 42
OTHER
9%
RELIANCE
29%
B.BAZAAR
43%
MAX
19%
As we can see that only few respondents were holding the privilege card of retailer, like
Reliance, Max and Big Bazaar.

VIHAR,DELHI 46
10. Would you recommend your friends to get enrolled in to the green card program
at pantaloons?
TABLE-10
Frequency %
Yes 30 60
No 12 24
May be/cant say 8 16
Total 50 100
CAN'T SAY
16%
NO YES
24% 60%0%
This question was to know that will customers suggest their friends and relatives to shop from
Pantaloons and I found that most of the respondents were eager to tell excellent shopping
experience to other people and some did not want to share with any few respondents were
thinking about that

VIHAR,DELHI 47
FINDINGS FROM QUESTIONNAIRE
As we can clearly see from the above graphs the loyalty program are
usually preferred by a1l customers who frequently shop at a
particular place. Customers are updated with all offers.
CLP of other organized retailers are still less preferred like
Reliance and Max.
1. Most of the respondents are satisfied with the purchase they
make.
2. Most of the respondents make heavy purchasing
from the store.
3. Customers are updated with offers and discount.
4. Most of the respondents had long purchase record

VIHAR,DELHI 48
RECOMMENDATION:
 Billing counter should be placed on two sides at every floor for
convenience.
 Process of exchange of products should not be time consuming.
 More Advertisement has to be done to increase the sale.
 Along with discount, Vat charges should be communicated to
customers.

VIHAR,DELHI 49
LIMITATIONS-
 I was allowed to process my survey only on weekends.
 I did not find any online survey facility there.
 Targeted respondents were from upper class and upper middle
class people.
 I was allowed to process my survey only at customer service
desk, not anywhere in the store.

VIHAR,DELHI 50
CONCLUSION-
In this report we have analyzed in detail the retail industry .We had initially started
with the evolution of the retail sector in India, then moved with various loyalty
programs and benefits, distribution and the growth of the retail sector. We have also
covered issues like the Foreign Direct Investment in the retail sector, the untapped
opportunities that exist in the retail industry in India. We have also discussed about
the bottlenecks that the retail industry is facing in India.

VIHAR,DELHI 51
BIBLIOGRAPHY
Websites
-www.pantaloon.com
-www.google.co.in
-www.pantaloonretail.in
-www.futuregroup.in
-www.adityabirlanuvo.net
-Company browsers
- Kothari C.R., Research Methodology
Books-
-Retail Management
-Author : Gourav Ghosal
RETAIL Management - A Strategic Approach
Author : Barry Berman & Joel R.Evans
-Timesofindia.indiatimes.com/keyword/pantaloons

VIHAR,DELHI 52
APPENDIX:
QUESTIONNAIRE
1. Have you purchased earlier from Pantaloons?
Yes [ ] No [ ]
2. Do you have pantaloons green card?
Yes [ ] No [ ]
3. How frequently do you shop in pantaloons?
As per needs [ ] Monthly [ ]
Yearly [ ]
4.How satisfied are you with the purchase you made
In Pantaloons?
Highly Satisfied[ ] Satisfied [ ]
Dissatisfied[ ] highly dissatisfied [ ]
5. In a year how much do you purchase in Pantaloons?
Less than 8000 [ ] 8000-20000 [ ]
20000-40000[ ] Above 40000[ ]
6. All the problems and queries are solved and answered
Satisfactorily at CUSTOMER SERVICE DESK?
Agree[ ] Strongly Agree []
Disagree [ ] strongly disagree [ ]

VIHAR,DELHI 53
7. Do you receive periodic and proper updates regarding
Offers and promotions (mails/sms/calls) from Pantaloons?
Yes [ ] No [ ]
8. What do you think about current loyalty program?
Excellent [ ] Good [ ]
Not good[ ]Average [ ]
9. Do you hold privilege cards of any other retailer?
If yes, which?
Reliance [ ] Max[ ]
Other [ ]Big Bazaar [ ]
10. Would you recommend your friends to get enrolled in to the green card program
at pantaloons?
Yes [] No [ ] May be/can’t say [ ]
Name –
Age – 18 [] 19-25 [ ] 40-60[ ]
60[ ]25-40[ ]

VIHAR,DELHI 54
THANK YOU

VIHAR,DELHI 55

Rahul - Rbmi - Customer - Satisfaction - Pantaloon Final

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SUMMER TRAINING PROJECT REPORT

“A STUDY ON CUSTOMER SATISFACTION”

For the Partial Fulfillment of

RAKSHPAL BAHADUR MANAGEMENT INSTITUTE

A summer training project is a golden opportunity for learning and self-

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

Managers have increased their emphasis on long-term client relationships because

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

Introduction of the topic7-26

Scope & Objectives of the Study27

Data Analysis & Interpretation36-48

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

Pantaloons Retail India

retailer by market capitalization and revenue.

large-format home solutions store.

format' business through 65 stores and 21 factory outlets.

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

attractive and visually stimulating ambience.

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

trends and styles catering to the evolving fashion hub.

footwear, handbags, watches, sunglasses and much more.With a chain of 75 fashion

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

Group has established.

VISION & MISSION

 To be a premium global conglomerate, with a clear focus on each of the

 To deliver superior value to our Customers, Shareholders, Employees and Society

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

 Dr. Rakesh Jain

 Mr. Pranab Barua, Managing Director

 Mr. Sushil Agarwal

 Mr. Bharat Patel

 Mr. Chandrashekar Chavan, Chief People Officer, Apparel Business,

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

embraces a wide variety of sectors entrepreneurially serving multiple communities.

and implement strategies.

today, but to invest in those who will lead us tomorrow.

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

company. By understanding how buyers go through problem recognition, information

marketers can pick up many clues as to how to meet buyers need.

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

Women- Casual, Formal, Sports and Footwear.

sport and Footwear.

2nd FLOOR SIDE:

 Watch and Sunglasses

 CSD(Customer Service Desk)

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

Pantaloons have wide variety of categorieslike:-

For Men, Women and Kids.

SERVICES OVERVIEW AT PANTALOONS:-

 Wheel chair for handicap people.

 Permanent Fashion assistant.

 Drinking Water facilities.

 Exchange without question.

CUSTOMER SATISFACTION AT PANTALOONS RETAIL STORE ANAND

stimulating and enriching. Success is the outcome of dedicated efforts of talented

people, committed towards making an impact – wherever, whenever…at all times.

 The cordial environment makes the workplace ambience congenial and an

enjoyable experience, resulting in a group of happy and content employees who

work with passion and achieve great things everyday

taking them through a systematic process of learning and development. Each

employee is offered an all-around growth path, based on the maxim: Together we