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Krishna Pantaloon Retail India (ltd)

Krishna Pantaloon Retail India (ltd)

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Published by krishnapal verma
my pantaloon
my pantaloon

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Published by: krishnapal verma on Jan 12, 2010
Copyright:Attribution Non-commercial

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01/14/2013

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A
RESEARCH PROJECT REPORT
ON
CONSUMER INTRECTION & CONSUMER  SERVICE 
 
[Pantaloon Retail (India) Limited, Delhi]
SUMMER TRAINING PROJECT REPORT SUBMITTEDTOWARDS PARTIAL FULFILLMENT
OF
POST GRADUATE DIPLOMA IN MANAGEMENTSESSION: 2008-2010
SUBMITTED TO : SUBMITTED BY:
MRS. ANUBHUTIPARSHAR KRISHNA PAL VERMA(PGDM)Roll No.: JPPGDM080121
P.O. Rajpura, Mawana Road, Meerut-250001
Ph.:-91-121-2622577, 2622477,
 
 
Declaration
 
I
Krishna pal verma
an individual. We owe a sense of gratitude to the intelligence and co-operation of those peoplewho had been so easy to let us understand what we needed fromtime to time for completion of this exclusive project.We want to express our gratitude towards
Mrs. Ismeet dheer,HR,
Pantaloons :: DT City Center:: Delhi,for giving us anopportunity to do this project. Last but not the least, we wouldlike to forward our gratitude to
Mr.Avnish parihar, ’storehead’,Mr.Umesh Kukrety,’DM’
Internet &
J.P. Institute ofManagement College. Meerut
. who always endured us and stoodby us and without whom we could not have envisaged thecompletion of our project.
KRISHNA PAL VERMADate: ……. PGDM (3
nd
Semester)
 
 
EXECUTIVE SUMMARY
The legendary Indian,
Mahatma Gandhi
expressed the importance of the customer bystating:
“Customer is the most important visitor to our premises. He is not dependent on us.We are dependent on him. He is not an interruption on our work. He is the purposeof it. He is not an outsider on our Business. He is part of it. We are not doing him afavour by serving him. He is doing us a favour by giving us an opportunity to do so.To understand this quote and to adhere to its wisdom can increase success byobtaining, retaining and satisfying customers
.
Satisfying our customers is an essential element to staying in business in thismodern world of global competition. We must satisfy and even delight ourcustomers with the value of our products and services to gain their loyalty andrepeat business.Customer satisfaction is therefore a primary goal of process improvementprograms. So how satisfied are our customers? One of the best ways to find out isto ask them using Customer Satisfaction Surveys. These surveys can providemanagement with the information they need to determine their customer's level ofsatisfaction with their products and with the services associated with thoseproducts. Employees and the management of the store can use the surveyinformation to identify opportunities for ongoing process improvements and tomonitor the impact of those improvements. This paper includes details ondesigning your own customer satisfaction questionnaire, tracking survey resultsand example reports that turn survey data into useful information.A dissatisfied customer will tell seven to 20 people about theirNegative experience. A satisfied customer will only tell three to five people abouttheir positive experience. So a retailer should always think in that way to satisfytheir customer and delighting them with the services which competitors never thinkof.

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