Comparative Study on Profitability Drivers of Indian Retail Industry and their formats

and challenges to unorganized retails in the current scenario.

1
ID!"
C#$!$S P%&! #
Acknowledgement 4
Preface 5
Executive Summary
6
Todays Retail in ndia
! " #
$ey Points of ndian %rganised Retail
ndustry &
2
'ormats in ndian %rgani(ed Retail
Sector )*
To+ ,a-or Retail Players in ndia
))
%.-ectives of t/e Study
)0
P1ASE"
Sco+e of t/e Study )4
Researc/ ,et/odology
)5 " )6
3
2imitations of t/e Study
)!
Researc/ +ro.lem and its relevance
)#
3ame of t/e Stores " )&
4is/al ,ega ,art
0* " 5*
6ig 6a(aar 5) " 4*
7om+arative analysis of t/e Stores
4& " 56
ACKNOWLEDGEMENT
4
First of all I would like to thank ,r8 A./is/ek
(Faculty Member) for giving me the
opportunity to do the project on Indian
organised Retail Industry and their formats!
"is e#tended views on the Indian Retail
Industry help us with assistance$ support and
council without$ which this project would not
have been materiali%ed
I would also like to e#press my special thanks
to all the &taffs of the 'ishal Mega Mart$ (ig
(a%aar$ )ife &tyle and *antaloon Retails and
also the various owners of +irana &tores for
their e#cellent support and co,ordination
without which this study could not be fulfilled
-hanks
5
PRE'A7E
I am lucky that$ I got the opportunity for
making the project report on Retail &ector For
this study I visited the Malls$ "yper Markets
and .epartmental &tores and talk to various
unorgani%ed retailers (+irana stores) to study
the problems defined -his report is written
account of what I learnt and e#perienced
during the survey I wish$ those going through
it will not only find it readable but also get as
useful Information -he main limitation of my
e#perience was that as the above said
organised retails industry is reserved with
corporate formalities$ I have faced a little bit
difficulties to fill the /uestionnaire completely
6
Executive Summary
Retailing is emerging as a sunrise industry in
India and its presently the largest employer
after agriculture In the year 0112$ the si%e of
Indian organi%ed retail industry was Rs 03$111
4rores$ which was only 56 of the total
retailing market
-he sunrise of the organised retailers in India
creates a major turn in the retail industry -op
major organised retail players are increasing
their market share day by day -heir main
focus is based on FM47 and consumer
durables 8ith moderni%ation$ Indian culture is
aping the western dressing sense and lifestyle
and these techni/ues is promoting by the
Retailers and by this they are generating a
remarkable revenue from the Indian
consumers
7
Todays Retail i !dia
4omprised of organi%ed and traditional retail
formats$ Indian Retail market is estimated to
be worth 9&: ;<< billion$ and is poised to grow
to 9&: 355 billion by 01<5 -he organised
retail that currently accounts for less than ;
per cent of the total retail market is e#pected
to register a compound annual growth rate
(4=7R) of 21 per cent and swell to 9&: <1>
billion by 01<5
= report by global consultancy firm$ =-
+earney said ?-he consumer spending in India
has increased by an impressive >; per cent in
the last four years and will /uadruple in the
ne#t 01 years? Moreover$ India recently
topped the @ielsen 7lobal 4onsumer
4onfidence study$ conducted by @ielsen$ a
market research company -he biannual report
revealed that Indians are ?the most optimistic
lot globally who think that their country will be
out of the economic recession in the ne#t
twelve months?
"owever the si%e of Arganised Retail in India
will e#ceed 9&:00bn mark from current level
of about 9&:2bn with its space re/uirement
8
touching over 001mn s/ ft$ by 01<1$
according to -he =ssociated 4hambers of
4ommerce and Industry of India (=&&A4"=M)
In a *aper brought out by =&&A4"=M on
BRetail &cenario in India and Its Related
IssuesC$ it has been stated that appro# 21mn
s/ ft is currently generating a business of
about 9&:2bn in organi%ed retail

IndiaCs vast middle,class and its almost
untapped retail industry are key attractions for
global retail giants wanting to enter newer
markets and India provides for the ideal
locations &ince$ .elhi and its suburbs have so
far seen the growth of <11 bigger and smaller
malls$ roughly D11 new malls are coming up in
other metropolis and large townships in which
less than 5;6 of retail business is going to be
transacted
It is seen that over <111 malls are in the
pipelines for smaller townships in which the
retail sector is projected to grow at over D16
because of ample availability of land and
increased purchasing power of the folks living
in those areas because of increased economic
activities @aturally$ the large players will
prefer to go there and put up their shops by
9
sourcing their supplies from the places
convenient to them
&ome of the key areas in which retail boom will
prevail in towns beyond metros and even large
cities will include food items$ FM47 products$
grocery$ sportswear$ outerwear$ tailored
clothing$ eyewear$ watches$ footwear and
accessories and the like -he retail business
that will pre,dominantly stay with malls put up
in metros and large cities will include apparel$
pharmaceuticals$ lu#ury goods and consumer
durables
4hanges should be brought about in
=gricultural *roduce Marketing 4ommittee
(=*M4) =ct (a key contributor to the large
number of intermediaries) such as the
introduction of contract farming and allowing
direct procurement from farmers by retail
owners so that a direct chain is established
between the user and farmers for their e/ual
benefits It also highlights$ pointing out that
even in the case of non,agricultural products
such as apparel$ FM47 and general
merchandise$ the situation is far from ideal
-he key cause for inefficiency is the poor
integration between the retailer and supplier
10
@one of the retailers$ in view of =&&A4"=M
has so far an automated system for
information e#change with their suppliers In
developed countries$ retailers practice 'endor
Management Inventory ('MI) systems$ where
the supplier has access to the point of sales
data of the retailer and plans automatic
replenishments responding to the stocks
available at the retailer

Key "oits o# !dia Or$aised Retail
!dustry
< *otential to be the third largest
economy in terms of 7.* in ne#t few years

0 It ranks high amongst the top <1 F.I

destinations of the world
5 Fastest growing tourist market in =sia
2 8orld bank states$ India to be worlds
second largest economy after 4hina by the
year 01;1
; &table and investor friendly 4entral
7overnment at the helm of affairs
11
D Introduction of 'alue =dded -a# or '=-
and ta# reforms
> "igh degree of professionalism and
corporate ethics
3 E#cellent Investment opportunities in
Indian retail sector and in allied sectorsF
sure and high returns on investments
G -o invest 9& :<51 billion for the
development of infrastructure$ by year
01<1
<1 (ullish stock markets
<< "ordes of foreign investors are thronging
in to invest in Indian retail markets
<0 "ighly educated English speaking young
workforce
<5 'ibrant and multi cultured cities
<2 "uge opportunity e#ists$ especially in
semi,rural and rural areas
12
<; -ill date the second largest employer
after agriculture sector$ for the huge semi,
skilled Indian population
<D Affers highest shop density in the whole
world
<> "aving almost <$01$111 shops$ across
the length and breadth of the country

%ormats i !dia Or$ai&ed Retail Sector
)8 Su+ermarkets9 = supermarket$ also called a
grocery store is a self,service store offering a wide
variety of food and household merchandise$
organi%ed into departments It is larger in si%e and
has a wider selection than a traditional grocery store
and it is smaller than a hypermarket or superstore
08 1y+ermarkets9 = hypermarket is a superstore
which combines a supermarket and a department
store -he result is a very large retail facility which
carries an enormous range of products under one
roof$ including full lines of groceries and general
merchandise In theory$ hypermarkets allow
customers to satisfy all their routine weekly shopping
needs in one trip
58 :e+artment Stores9 = department store is a
retail establishment which speciali%es in satisfying a
13
wide range of the consumerHs personal and
residential durable goods product needsF and at the
same time offering the consumer a choice multiple
merchandise lines$ at variable price points$ in all
product categories .epartment stores usually sell
products including apparel$ furniture$ appliances$
electronics$ and additionally select other lines of
products such as paint$ hardware$ toiletries$
cosmetics$ photographic e/uipment$ jewelery$ toys$
and sporting goods 4ertain department stores are
further classified as discount department stores
.iscount department stores commonly have central
customer checkout areas$ generally in the front area
of the store .epartment stores are usually part of a
retail chain of many stores situated around a country
or several countries
48 S/o++ing malls9 = shopping mall or shopping
centre is a building or set of buildings which contain
retail units$ with interconnecting walkways enabling
visitors to easily walk from unit to unit
58 S+ecialty 7/ains9 = &pecialty 4hains is
numbers stores which are speciali%ed in a specific
range of merchandise and related items Most stores
have an e#tensive width and depth of stock in the
item that they specify in and provide high levels of
service and e#pertise -hey differ from department
stores and supermarkets which carry a wide range of
merchandise
14
TO" MA'OR RETA!L "LA(ERS
Retailer
Existing
formats
6rand
3ames
3o8of
Stores
Total
Retail
S+ace
;<***
s= ft>
*antaloon
Retail
Indian
)td
.epartment
store
*antaloon <5 <$G23
"ypermarket (ig (a%aar 2;1 ;111
&eamless
Malls
4entral <0 <011
R*7
Retail
"yper
markets
&pencerCs 211 D111
Music &tores Music world 00; 051
books &tores
(ooks and
(eyonds
&hopperCs
&top )td
.epartment
stores
&hopperCs
&top
01 <111
(ooks I
Music &tores
4rosswords 55 @J=
"ome
furnishing
"ome &top @J= @J=
)andmar
k 7roup
((ased in
.ubai)
.epartment
&tores
)ifestyle 3 5>1
15
-rent
India )td
.epartment
&tores
8est side <G 5;1
"ypermarkets
&tar India
(a%aar
< @J=
(ooks I
Music &tores
)and Mark 2 @J=
'ishal
7roup
"yper
markets
'ishal Mega
Mart
<35 <5$2;

O)'ECT!*ES O% T+E ST,D(
P/ase"
-his project is based on the comparative study of
Indian Retail Industry on the basis of three
parametersK
(a) 4ustomer Flows
(b)Revenue per 4ustomer
(c) &tock of the &tore
%.-ective9
16
+now the customer flow and revenue generated by
the stock from the each department in the organised
retail sector within a closer view
P1ASE"
.etermine various shops and classify them into the
Retail formats
%.-ective9
+now the retail formats and what are the difference
between those categories
P1ASE"
=naly%e the threats and challenges to unorgani%ed
retailers in the current scenario of competitive
market
%.-ective9
9nderstand the sector of unorgani%ed retails$ find
out the challenges faced by them and determine
what are the measures taken by these retailers to
survive in this current scenario
"+ASE-!
17
SCO"E O% T+E ST,D(
-he scope of my study restricts itself to
analy%e the organised retailerCs profitability
drivers on the basis of 7arments$ 7ifts$ 4ards
and Music .epartment where as in the recent
trend its seen that the key players in this
Industry are more emphasi%ing on the
7arments$ *ersonal 7rooming$ "ome
furnishings$ )ife style and Footwear
.epartments in their &tores
RESEARC+ MET+ODOLOG(
-his chapter describes the methodology of the
study -his project is based on information
collected from primary sources =fter the
detailed study$ an attempt has been made to
present comprehensive analysis of four major
18
organised retailers -he data had been used to
cover various aspects like inter,departmental
customer flows$ revenue per customer and
value of the stock in the various departments
In collecting re/uisite data and information
regarding the topic selected$ we went to the
'ishal Mega Mart$ )ife &tyle$ and (ig (a%aar of
@ew .elhi and @oida and collected the data
Researc/ design9
-he study is based on descriptive research
design because the data were collected to
reveal accurate descriptions of variables
related to the decisions being faced$ without
demonstrating that some relationship e#ists
between variables For the purpose of present
study a related sample of stores were selected
on the basis of convenience
Sam+le Si(e and :esign9
19
= sample of 2 stores was taken on the basis of
convenience
Researc/ Period9
Research work is only carried for < week
Researc/ nstrument9
-his work is carried out through self,
administered /uestionnaires -he /uestions
included were close ended with Ardinal,
polytomous response scale
:ata 7ollection9
-he data$ which is collected for the purpose of
study$ is divided into 0 basesK
Primary Source9 -he primary data
comprises information survey of ?7om+arative
20
Study on Profita.ility :rivers of ndias
Retail ndustry@ -he data has been collected
directly from respondent with the help of
structured /uestionnaires
Secondary Source9 -he secondary data was
collected from internet and references from
)ibrary and various journals on retail industry
:ata Analysis'
-he data is analy%ed on the basis of suitable
tables by using mathematical techni/ues -he
techni/ue that we have used is bar graphs$ pie
charts$ with M&,EL4E) and &*&&
L!M!TAT!ONS O% T+E ST,D(
In attempt to make this project authentic and
reliable$ every possible aspect of the topic was
kept in mind @evertheless$ despite of fact
constraints were at play during the formulation
21
of this project -he main limitations are as
followsK
.ue to limitation of time only few retail
stores are taken into consideration of this
study &o the sample of retailers was not
enough to generali%e the findings of the
study
-he main source of data for the study was
primary data with the help of self,
administered /uestionnaires "ence$ the
chances of unbiased information are less
4oncern person from the organised retail
stores were hesitant to disclose the true
facts as the data related to strategic
secrets
22
-he chance of biased response canCt be
eliminated though all necessary steps were
taken to avoid the same
RESEARC+ "RO)LEM AND !TS
RELE*ANCE
RESEAR71 PR%62E,9
.etermine the profitability drivers on the basis
ofK
(a) 4ustomer flows
(b) Revenue per 4ustomer
(c) &tocks value of the store
RE2E4A37E %' T1E RESEAR719
9nderstand the value of Indian organised retail
Industry on the basis of how customer flow
generates the revenue related to its value of
stock and analy%e the ways to improve each of
three dimensions
23
Name o# t.e Stores
T/e study is .eing conducted on9
(i) 'ishal Mega Mart$ .ehradun
(ii) (ig (a%aar$ .ehradun
(iii) )ifestyle
(iv) 'arious unorgani%ed retailers in
.ehradun
4S1A2 ,EAA ,ART
24
8hat started as a humble one store enterprise
in <G3D in +olkata is today a conglomerate
encompassing <35 showrooms in <<1 cities J
02 states IndiaCs first hyper,market has also
been opened for the Indian consumer by
'ishal &ituated in the national capital .elhi
this store boasts of the singe largest collection
of goods and commodities sold under one roof
in India
-he groupCs philosophy is integration and
towards this end has initiated backward
integration in the field of high fashion by
setting up a state of the art manufacturing
facility to support its retail endeavors
'ishal is one of fastest growing retailing groups
in India Its outlets cater to almost all price
ranges -he showrooms have over >1$111
products range which fulfills all your household
needs$ and can be catered to under one roof
It is covering about 0G$ G1$ <2D s/ ft in 02
states across India Each store gives you
international /uality goods and prices hard to
match -he cost benefits that is derived from
the large central purchase of goods and
services is passed on to the consumer
25
-here are three classes of consumers the lower
class is restricted only to unorgani%ed retail$
upper class consumers are limited and
scattered =ccording to the 'ishal Retailing
&trategy$ they are targeting middle class as it
is the largest consumer base in India and can
be sold off then in large volumes because with
the increasing purchasing power the middle
class is shifting towards organi%ed retail
-he group had a turnover of Rs <2D5<0
million for fiscal 011;$ under the dynamic
leadership of MrRam 4handra =garwal -he
group had a turnover of Rs 033225 million for
fiscal 011D and Rs D10D;5 million for fiscal
011>

ANAL(S!S O% T+E ST,D(
Ty+es of 7ustomer9
26
-here are three types of consumer in the Indian
retail market 'ishal mega mart is a firm believer of
that the Middle class and upper middle class are the
potential customer in their product categories
"ere we are analy%ing which income level of
customers are generally tend to purchase the
products department wiseK
"ERCENTAGE O% T("ES O% C,STOMER DE"ARTMENT
W!SE
T("ES O%
C,STOMER
GARMEN
T
SECT!ON
G!%TS
SECT!ON
M,S!C
SECT!ON
CARDS
SECT!ON
HIGH GRADE
INCOME LEVEL 10 40 60 0
MEDIUM GRADE
INCOME LEVEL 60 50 30 50
AVERAGE
GDARE INCOME
LEVEL 30 10 10 50
0%
20%
40%
60%
80%
100%
GARMENT
SECTION
GIFTS
SECTION
MUSIC
SECTION
CARDS
SECTION
T("ES O% C,STOMER
AVERAGE GDARE INCOME LEVEL
MEDIUM GRADE INCOME LEVEL
HIGH GRADE INCOME LEVEL
27
From the above details its found that the
customer flows in the garment section is
relatively high rather than the other sections
-he focus customer group is basically medium
level income group of customers
'low of customers in different
de+artments9
"ere we have analy%ed the flow of customers
per day basis For this reason we have studied
customer flows on an average of high
customer flow days
!ter-De/artmet Customer %lo0
DE"ARTMENT Num1er o# Customer
GARMENTS DEPARTMENT 900
GIFTS DEPARTMENT 250
CARDS DEPARTMENT 100
MUSIC DEPARTMENT 300

!ter-de/artmet Customer %lo0
2
3
3
4
5
3
6
3
3
7
3
3
3 633 433 733 833 533 933 :33 ;33 233 6333
GARMENTS
DE"ARTMENT
G!%TS DE"ARTMENT
CARDS DE"ARTMENT
M,S!C DE"ARTMENT
Num!" #$ Cu%&#m!"
28
From the above figures its e#ecuted that flow
of customer in garment departments is
relatively higher than the others departments
-o determine the above study we have
considered the customers who are spending
their money on purchase of products of the
above said departments Its revealed at the
time of study that they have <1 cash counters
and they are making bills of more than 031
bills per day per counter on the above said
days
4alue of Stock in t/e different
de+artments9
29
8e have chosen 2 departments from 'ishal
Mega Mart and estimated the valuation of
average stock with the assumption details
provided by the branch operation stuffs
*AL,E O% T+E STOCK
DE"ARTMENT <Rs=
GARMENTS DEPARTMENT 10340000
GIFTS DEPARTMENT 250000
CARDS DEPARTMENT '5000
MUSIC DEPARTMENT 200000
4alue of t/e stock in t/e Aarments
:e+artments9
*alue o# Stoc>
10340000
525000
7arment .eapartment
others department
30
-he garment section is divided into Men$
women and kids section -he value of the stock
in the garments department is relatively much
higher than the others departments -he value
of stock in winter season jumps to <3 to 01
crore and its 5times higher than others season
as normally they are maintaining a stock of D
crore in the others time
4alue of t/e stock of t/e ot/ers
de+artments9
*alue o# t .e St oc> i Ot .ers De/art met
0
50000
100000
150000
200000
250000
300000
GIFTS DEPARTMENT CARDS DEPARTMENT MUSIC DEPARTMENT
31
-he value of the stock of the others
departments are relatively lower than
garments departments
-he stock maintained in the gifts section$
basically maintained for the high and medium
level income customers
In the cards department the stock increases at
the time of 4hristmas an @ew year eve as itCs a
seasonal business according to the 'ishal Mega
Mart
Music department is consisting of Music$ movie
and game cd I dvdCs Its found that the stock
of game cd I dvdCs is higher than the others
Revenue generated .y t/e different
de+artments9
-o find out the profitability drivers we have
compared the revenue generated by different
departments on the basis of 0112,1; to 0113,
1G For this study we have considered average
revenue of a high customer flow day by the all
income level customers
32
DE"ARTMENT 4338-35 433;-32
GARMENTS
DEPARTMENT 50000 180000
GIFTS DEPARTMENT 5000 10000
CARDS DEPARTMENT 2000 1800
MUSIC DEPARTMENT 1800 5000
TOTAL 58800 196800
From the above study its revealed that at the
time of inception of the organised retail in
India in the year of 0112,1;$ only the high
grade and upper medium grade income level
customers were tends to go to the retails &o
the ma#imum portion of revenues generated
from these two groups only
50000
180000
5000
10000
2000 1800 1800
5000
58800
196800
0
50000
100000
150000
200000
GARMENTS
DEPARTMENT
GIFTS
DEPARTMENT
CARDS
DEPARTMENT
MUSIC
DEPARTMENT
TOTAL
RE*EN,E "ER DE"ARTMENT
2004(05
2008(09
33
In the case of garments$ gifts and music
departments as the stock is increased$ the
revenue is also increased with the market
demand study of the year of 0112,1; to
0113,1G and also its seen that the product
category in the gifts and music department is
relatively changing with the increasing demand
of new innovated products
= measurable changes found in the cards
department is that the revenues as well as the
stock is decreasing day by day because of
changing customer preferences towards
information technology enabled services like
&M&$ MM& I E,mails
34
%ACTS AND %!ND!NGS
From the above analysis its found that the
average customers in the all departments are
the Middle 7rade income level customers as
'ishal is mainly focusing in this segment of
customers
Aarment :e+artment
%verview9
*roduct lines and the /uality of the products in the
7arment &ection are basically for the medium and
average grade income level people and price range
in this section is averagely lies between Rs0;1 to
D11
'indings9
In the garment section we have found that products
categories are not focusing the high grade income
level customers as the brand consciousness not
presents in the floors -he high grade income level
35
people are very conscious about the brand that they
are using (asically they are very conscious about
the brand rather than the /uality which isnCt present
in this department
Suggestions9
'ishal is strategically targeting the middle class
customer but there is also a rash of high grade
income level customers in their stores -hey should
focus on this aspect that they can turn this mob into
potential customer by introducing a various range of
high class products in the garment department
Aifts :e+artment
%verview9
*roduct lines and the /uality of the products in the
7ifts &ection are basically for the high and medium
grade income level people and price range in this
section is averagely lies between Rs;11 to 311
'indings9
In the gifts section we have found that stock of gift
items is very low and also products categories are
not focusing to low grade income level customers
and the gifts department is referred to high class
products
36
Suggestions9
-hey should focus on this aspect by introducing more
stocks and also a lower price range products in the
gifts section so that they can also generate revenue
from lower grade income level customers
,usic :e+artment
%verview9
Music section consist of Music 4.Cs$ 7ame 4. I
.'.Cs and also Movie .'.Cs *roduct lines and the
/uality of the products in the Music &ection are
basically for the high and medium grade income level
people and price range in this section is averagely
lies between Rs<;1 to ;11
'indings9
In the Music section we have found that they are
mainly focusing on the 7ame 4.Cs and .'.Cs and
also the price range is also high =gain the collection
of game cd and dvdCs is considerable but in the case
of Indian Music 4.Cs the stock level is not also upto
the customerCs satisfactory level
Suggestions9
'ishal should concentrate on that the music industry
is passing through a high competitive market with
37
piracy world so the price range should be such as the
customer feel free to buy original cdCs =nother point
is that there should be a balance between the stock
of their product lines in the music department
7ards :e+artment
%verview9
In the Indian scenario cards are not very
popular and a seasonal business according to
the floor managers and management of the
store =lso the demand is decreasing day by
day with the increase of I-E&
'indings9
In 'ishalCs prospect we have found that itCs a
seasonal business and they only give an
emphasi%ed focus at the time of 4hristmas .ay
and @ew Mear =lso the high grade income
level people tends to go speciali%ed cards
stores so only a few numbers of middle and
average income level customers who come to
others departments sometimes seek for the
cards
38

Suggestions9
-hough the demand of cards decreasing day by
day but there are also some others events
rather than the 0;
th
I and 5<
st
eve &o a step
can be taken by introducing low range of cards
attached with the gifts section to greet the
wishes all the time
)!G )A?AAR
*antaloon Retail (India) )imited$ is IndiaCs
leading retailer that operates multiple retail
formats in both the value and lifestyle segment
of the Indian consumer marker
"ead/uartered in Mumbai ((ombay)$ the
company operates over 3 million s/uare feet of
retail space$ has over 2>; stores across 21
cities in India and employs over <3$111 people
39
-he companyCs leading formats include
*antaloons$ a chain of fashion outlets$ (ig
(a%aar$ a uni/uely Indian hypermarket chain$
Food (a%aar$ a supermarket chain$ blends the
look$ touch and feel of Indian bazaars with
aspects of modern retail like choice$
convenience and /uality and 4entral$ a chain of
seamless destination malls &ome of its other
formats include$ .epot$ &hoe Factory$ (rand
Factory$ (lue &ky$ Fashion &tation$ a))$ -op
<1$ m(a%aar and &tar and &itara -he
company also operates an online portal$
futureba%aarcom
= subsidiary company$ "ome &olutions Retail
(India) )imited$ operates "ome -own$ a large,
format home solutions store$ selling home
furniture products and E,None focused on
catering to the consumer electronics segment
*antaloon Retail was recently awarded the
International Retailer of the Mear 011> by the
9&,based @ational Retail Federation (@RF) and
the Emerging Market Retailer of the Mear 011>
at the 8orld Retail 4ongress held in (arcelona
*antaloon Retail is the flagship company of
Future 7roup$ a business group catering to the
entire Indian consumption space
40
41
ANAL(S!S O% T+E ST,D(
Ty+es of 7ustomer9
In the Indian Retail &cenario (ig (a%aar has a great
success to create a revaluation (asically they have
differentiated their customers on the basis of needs
of customers rather than their income level )ater on
we will analy%e these aspects "ere we are
analy%ing which income level of customers are
generally tend to purchase the products in (ig
(a%aar department wiseK
"ERCENTAGE O% C,STOMER %LOWS DE"ARTMENT W!SE
T("ES O%
C,STOMER
GARMENT
SECT!ON
G!%TS
SECT!ON
M,S!C
SECT!ON
CARDS
SECT!ON
HIGH GRADE
INCOME LEVEL 10% 15% 50% '%
MEDIUM GRADE
INCOME LEVEL 50% 55% 40% 53%
AVERAGE GDARE
INCOME LEVEL 40% 30% 10% 40%
0%
20%
40%
60%
80%
100%
GARMENT
SECTION
GIFTS
SECTION
MUSIC
SECTION
CARDS
SECTION
TBPES %' 7CST%,ER :EPART,E3T DSE
AVERAGE GDARE INCOME LEVEL
MEDIUM GRADE INCOME LEVEL
HIGH GRADE INCOME LEVEL
42
From the above details its found that the in the
7arment section they are targeting the middle and
average level of customers -hey are not promoting
any major brands and they have their own brand
towards the major brands in garments industry Flow
of high level of customers in music section is better
than the others departments 7enerally upper
medium and medium class and also a good
percentage of average income level customer visits
their all departments
'low of customers in different
de+artments9
"ere we have analy%ed the flow of customers per
day basis For this reason we have studied customer
flows on an average of high customer flow days

!ter-De/artmet Customer %lo0
DE"ARTMENT Num1er o# Customer
GARMENTS DEPARTMENT 1600
GIFTS DEPARTMENT 600
CARDS DEPARTMENT 250
MUSIC DEPARTMENT 800
0 200 400 600 800 1000 1200 1400 1600
GARMENTS DEPARTMENT
GIFTS DEPARTMENT
CARDS DEPARTMENT
MUSIC DEPARTMENT
!NTER-DE"ARTMENT C,STOMER %LOW
43
8ith the study of customer flow in (ig (a%aar on an
average of high customer flow day we came to know
that itCs basically lies between 0111,0;11 customers
per day "ere we are taking the customers who are
generating revenues for these departments
From the above figures its e#ecuted that flow of
customer in garment departments is relatively higher
than the others departments Ane significant
difference is noted from the others retail is that they
have placed their music department at the front of
cash counters and introduced low range of music cdsC
and game dvdCs for the all category customers which
increased customer the flow in the music
department
4alue of Stock in t/e different
de+artments9
8e have chosen 2 departments from 'ishal Mega
Mart and estimated the valuation of average stock
with the assumption details provided by the branch
operation stuffs
*AL,E O% T+E STOCK
DE"ARTMENT <Rs=
GARMENTS DEPARTMENT 163000000
GIFTS DEPARTMENT '500000
CARDS DEPARTMENT 150000
44
MUSIC DEPARTMENT 580000
4alue of t/e stock in t/e Aarments :e+artment9
-he garment section is divided into Men$ women and
kids section -hey have also a discount section only
for the garments In this section they are selling the
old or rejected stocks of major brands at a 21,;1
percent discount rate -he value of stock in garment
is being overflowed at the time of winter season
8inter garments are costlier than the others seasons
and tends to double the value of stock @ormally
they are maintain a stock value of <D5 to <> crore
value of stock bus it increase at the time winter to
more than 21 crore
163000000
8230000
G)"m!*& D!)+)"&m!*& #&,!"% -!+)"&m!*&
45
4alue of t/e stock of t/e ot/ers
de+artments9
In some big retails its seen that they are
including some cookery$ home furnishings and
life style products in their gifts section (ig
ba%aar is maintaining a low stock but more
product categories in their gifts section and
generating a remarkable revenue from this
&tock of music department is overflowed with
low price products -heir stock have a potential
to earn revenue from all categories as prices of
products in this department lies between Rs
51 to Rs211 appro#imately
>;11111
<;1111
;31111
1
0111111
2111111
D111111
3111111
<
4A2CE %' ST%7$ 3 T1E %T1ERS :EPART,E3TS
7IF-& .E*=R-ME@- 4=R.& .E*=R-ME@- M9&I4 .E*=R-ME@-
46
Revenue generated .y t/e different
de+artments9
-o find out the profitability drivers we have
compared the revenue generated by different
departments on the basis of 0112,1; to 0113,
1G For this study we have considered average
revenue of a high customer flow day by the all
income level customers
RE*EN,E "ER
DE"ARTMENT 4338-35 433;-32
GARMENTS
DEPARTMENT 90000 300000
GIFTS DEPARTMENT 42000 180000
CARDS DEPARTMENT 2000 1800
MUSIC DEPARTMENT 19000 40000
TOTAL 153000 521800
0
100000
200000
300000
400000
500000
600000
GARMENTS
DEPARTMENT
GIFTS
DEPARTMENT
CARDS
DEPARTMENT
MUSIC
DEPARTMENT
TOTAL
COM"AR! SON O% RE*EN,E "ER DE"ARTMENT
2004(05
2008(09
47
From the above study its revealed that at the
time of inception of the organised retail in
India in the year of 0112,1;$ only the high
grade and upper medium grade income level
customers were tends to go to the retails &o
the ma#imum portion of revenues generated
from these two groups only in the year of
0112,1;
-he change in revenue of garment department
and in gifts department from the year 0112,1;
to 0113,1G is significant because (ig (a%aar is
shifted products towards the own
manufactured brands and they became
successful to establish their own brands in the
garment retail industry
= measurable changes found in the cards
department is that the revenues as well as the
stock is decreasing day by day because of
changing customer preferences towards
information technology enabled services like
&M&$ MM& I E,mails
%ACTS AND %!ND!NGS
From the above analysis its found that the
average customers in the all departments are
the all income level people in (ig (a%aar
Meanwhile their main customer base is upper
48
middle$ middle and average level income level
customers
Aarment :e+artment
%verview9
In 7arment department the products are mainly
their own brands an price ranges lies between RsGG
to Rs311 averagely which is very reasonable for the
middle class$
average and also low level income group peoples
-he stock in this section is fair to satisfy its customer
needs and attracts window shoppers to become a
potential customer
'indings9
-he main facts that we have found in the garment
section is that (ig (a%aar mainly focusing on the low
range of products with their own brands =ll the
times they are giving special discounts on all the
garments products -hey have adopted tricks like
(uy 0 get 5!$ (uy 5 get ;! which looks like as if you
buy 0 will get more 5 but the actual fact is that if you
buy 0 products will get < free as total you will get 5
ItCs a very strategic and attractive offer specially
adopted by (ig (a%aar -hey have also a section
named O)AA- M=R-C in the garments department In
this section they are selling the branded high,class
garments at a high discount rate of ;1 to D1 percent
Suggestions9
49
=fter discussing all the profit factors it can be
suggest that as they have a good high income level
customer flow in the others departments like in the
furniture and grocery department they can introduce
a wider range of branded products in the garment
section as this income is conscious about the brand
that they are using
Aifts :e+artment
%verview9
7ifts department is consisting of various product
categories from home furnishing products to
personal using products =ccording to (ig (a%aar
now a days no one can define which section should
be referred as a gifts section 4ustomer preference is
changing day by day with the increased product
categories
'indings9
In (ig (a%aar we have found that they are also
referring home furnishing products$ personal care
and low range electronic products as gift products
and basically it depends on the customers need and
choice -he whole gift section is able to satisfy the all
level of income groups as they have a large
collection of product categories but with a limited
50
stock of same products = noted strategy is taken in
the gifts department is that they are selling a large
varieties of products with a limited stock which helps
them to implement a good stock turn over ratio and
generating good revenue from this department

Suggestions9
(ig (a%aar can focus on the stocks of the gifts
though the stock of varieties is remarkable but
within the same category the stock is not
appreciatable
,usic :e+artment
%verview9
Music section consist of Music 4.Cs$ 7ame 4. I
.'.Cs and also Movie .'.Cs
'indings9
(ig (a%aar has introduced very low range cd I dvdCs
like OMoserbaerC music and movie cd,dvdCs and price
range lies in between Rs51 to <11 (asically they
are gaining a competitive business at the age of
piracy products in this industry =lso they have a
very good collection in games cd,dvd category at a
low price range of Rs<11 to 011 whereas if anyone
go to the open market the average price range is
Rs511 to 211 for the copyright product
Suggestions9
51
In the music its found that the collection of movie
cdCs and educational cdCs is low than the music and
games cds -hey are emphasi%ing on the low price
mp5 and game cds where as there is also a demand
for educational and movies cd,dvdCs
7ards :e+artment
%verview9
In the Indian scenario cards are not very popular and
a seasonal business according to the floor managers
and management of the store =lso the demand is
decreasing day by day with the increase of
information technology enable services
'indings9
8e have found that itCs a seasonal business and they
only give focus at the time of 4hristmas .ay and
@ew Mear =lso the high grade income level people
tends to go speciali%ed cards stores so only a few
numbers of middle and average income level
customers who come to others departments
sometimes seek for the cards

Suggestions9
-hough the demand of cards decreasing day by day
but there are also some others events rather than
the 0;
th
I and 5<
st
eve &o a step can be taken by
52
introducing low range of cards attached with the gifts
section to greet the wishes all the time
53
L!%EST(LE
2ifestyle nternational ;P> 2td is part of the
)andmark 7roup$ a .ubai P based retail chain
8ith over 51 yearsC e#perience in retailing$ the
7roup has become one of the foremost
retailers in the 7ulf
*ositioned as a trendy$ youthful and vibrant
brand that offers customers a wide variety of
merchandise at an e#ceptional value for
money$ )ifestyle India began operations in
<GGG with its first store in 4hennai
54
4urrently there are <2 )ifestyle stores$ > "ome
4entre stores and < (aby &hop store across
=hmedabad$ (angalore$ 4hennai$ "yderabad$
Qaipur$ Mumbai$ *une$ @ew .elhi$ @oida and
7urgaon
-oday )ifestyle offers a truly international
shopping e#perience$ a fact borne by
numerous accolades
(usiness 8orld P IMR( Most Respected 4ompany
=wards survey rated )ifestyle as the OMost Respected
4ompany in the Retail &ectorC in 0115 and 0112
OI4I4I P +&= -echnopak =ward for Retail
E#cellenceC in 011;
Reid I -aylor ORetailer of the MearC award in
011D
)ycra Images Fashion =ward for the OMost
=dmired )arge Format Retailer of the MearC in
011D
Images Retail OMost =dmired Retailer of the Mear P
.epartment &toreC in 0113
55
A3A2BSS %' T1E STC:B
Ty+es of 7ustomer9
)ifestyle International is a major player in the
Indian organised retail industry -he have a
good customer base in the high class level
income group Mainly they focusing on the
Men,8omen,+ids =pparel$ gifts and also in the
home furnishing products -hey donCt have any
music$ cards or cookery departments
T("ES O% TARGET C,STOMER
HIGH GRADE INCOME LEVEL '5%
MEDIUM GRADE INCOME LEVEL 20%
AVERAGE GDARE INCOME LEVEL 5%
0%
20%
40%
60%
80%
100%
GARMENT SECTION GIFTS SECTION
C,STOMER %LOWS DE"ARTMENT W! SE
AVERAGE GDARE INCOME LEVEL
MEDIUM GRADE INCOME LEVEL
HIGH GRADE INCOME LEVEL
56
From the above analysis its revealed that
though a very few numbers of low grade
income level customers are visiting the
garment section but in the gifts section we
have found that the products are unreachable
for the average level income groups
'low of customers in different
de+artments9
"ere we have analy%ed the flow of customers
per day basis For this reason we have studied
customer flows on an average of high
customer flow days

!ter-De/artmet Customer %lo0
DE"ARTMENT Num1er o# Customer
GARMENTS
DEPARTMENT 1100
GIFTS DEPARTMENT 600
!ter-de/artmet Customer %lo0
6
6
3
3
9
3
3
3 433 833 933 ;33 6333 6433
GARMENTS
DE"ARTMENT
G!%TS DE"ARTMENT
Num!" #$ Cu%&#m!"
57
In lifestyle we have found that the average
customer flow lies between <011 to <;11 on
an average high customer flow day
-he main products categories in )ifestyle
basically the garments and home furnishing
products related to gifts items 8e have found
that in the case of garments department
customer flow is <<11 per day basis and in the
case of gifts departments its ;11 to D11 per
day basis Its noted that the gifts department
consists of e#clusive products
4alue of Stock in t/e different de+artments9
*AL,E O% T+E STOCK
DEPARTMENT .R%/
GARMENTS DEPARTMENT '60000000
GIFTS DEPARTMENT 50500000
*AL,E O% STOCK
'60000000
50500000
GARMENTS DEPARTMENT GIFTS DEPARTMENT
58
-he garment section is divided into Men$
women and kids section as well as lifestyle
accessories and shoe wears -hey have all the
major brands like (lackberry$ )ouis *hillips$
)ee 4oopers$ 'an "ausen$ *ar#$ )ee for in the
men catagory$ Melanga$ 4ode$ 7inger in the
women category and for the kids section they
have brands like (ossini$ (enetton$ Archestra$
Quniors$ -eeny -iny$ =rte# etc
-he garments section includesK
< 8atch section for the brands like Fast
track$ Nodiac$ "ugo,boss$ @autica$ Marie
4laire$ 4asio$ 7uess$ 74$ +enneth 4ole$
=spen$ &kagen$ )eviCs$ =didas etc
0 &unglass section for the brands like
Ferrari$ Mojo$ Mont blanc$ &cott$$ 7uess
etc
5 Fashion accessories for the brands like
-ribal None$ &arah$ Fire Fly$ =drika$
Earrings$ @ecklace$ (racelet$ =nklet$
(angles$ "air 4lips$ (ra &traps$ &crunges$
MenCs Qewelry$ +idsC Fashion
=ll these product ranges are e#clusively for the
"igh grade income level customers
59
-he gifts section is consisting of high class
home furnishings and personal grooming
products -hey are introducing it by the name
of "ome 4entre! ItCs a one,stop destination
for furniture$ home ware and home furnishings
that enterprises elegance$ lu#ury and
individuality "ome 4entre houses a wide
range of contemporary and classic furniture$
linen as well as other home accessories$ thus
providing customers a high range products
Revenue generated .y t/e different
de+artments9
RE*EN,E "ER DE"ARTMENT ! 433;-32<Rs@=
GARMENTS DEPARTMENT 4000000
GIFTS DEPARTMENT 1000000
TOTAL 5333333
1
<111111
0111111
5111111
2111111
;111111
7=RME@-&
.E*=R-ME@-
7IF-&
.E*=R-ME@-
-A-=)
Revenue in 0**#"*& :e+artment
60
The average revenue earned per customer basis is more
Rs.6000. omparison o! revenue generated b" the each
departments is ta#en into consideration on an average o!
high customer !$o% da"s.
'A7TS A3: '3:3AS
From the above analysis its found that the
average customers in the all departments are
basically high grade income level customers
=ll the products ranges in the both
departments significantly refers to premium
customers
Aarment :e+artment
%verview9
In 7arment department the products are mainly the
major international readymade brands and price
ranges lies between Rs311 to Rs0111 averagely
which is meant for a few Indians customers
'indings9
-he products e#clusively for a certain income level
customers Ma#imum products are unreachable for
the medium and average income level peoples
61
8hatever the stock is /uite efficient to satisfy their
potential customers

Suggestions9
-hey are focusing a very few Indian customers and
the most of the Indian consumers canCt afford this
price ranges &o if they want to increase their
market share in the Indian retail Industry they
should introduce such product ranges also which can
be affordable for the medium level income groups
and the main customer in the retail industry lies
within it
Aifts :e+artment
%verview9
7ifts department is consisting of various product
categories from home furnishing products to
personal grooming products
'indings9
In the )ifestyle we have found a wider range of glass
made and metal products which are e#clusive and
also the /uality isnCt upto the price levels 8hatever$
the stock is sufficient to satisfy its customers but the
price range is found very high as a gift product in
this department
Suggestions9
62
=gain the Indian retail industry is targeting the
medium level income group people as its increasing
day by day but the products in the )ifestyle store is
meant only for the high class consumers which is
very low in population in India =lso an important
point is noted that though the volume is sufficient
but the varieties in product categories as a gift isnCt
sufficient
63
7%,PART4E A3A2BSS %' T1E
ST%RES
%n t/e .asis of customer flows9
8e have considered the average of the high customer flow days
%lo0 o# Customer /er Day
S&#"! N)m! N#0 #$ Cu%&#m!"
V1%,)2 M!3) M)"& 1600
L1$! S&42! 1200
513 5)6))" 2300
4is/al ,ega ,art9 From the study its revealed that the average
customer flow is medium grade income level customers and average
grade income level customers
2ife Style9 -he customer flows in this store is basically refers to the
high and upper medium income level customers
6ig 6a(aar9 -hey are focusing on the all income level customers but it
depends on the departments wise also
0
500
1000
1500
2000
2500
3um.er of
7ustomer
V1%,)2 M!3) M)"& L1$! S&42! 513 5)6))"
3ame of t/e Store
Customer %lo0 /er Day
3o8 of 7ustomer
64
%n t/e .asis of stock value9
Com/ariso o# stoc> value
Store Name Garmets De/t Gi#ts De/t Cards De/t Music De/t
*is.al Me$a Mart 65000000 250000 ''500 1'5000
Li#e Style '35000000 55000000
)i$ )a&aar 163000000 '500000 150000 5'5000
Aarments :e+artment9
-he value of stock depends on the season =t the time of winter
season it increases upto 0 to 5times than the other seasons as the
price of winter garments is relatively higher than springs,summer
collection
4is/al ,ega ,art9 -he product in the garment section isnCt e#clusive
and meant for the medium to average grade income level customers
=lso they arenCt focusing on major brands in the garment industry =ll
the products are unbranded and semi branded and donCt attracts the
high grade level income groups "owever brand consciousness not
present but the stock volume is able to met customer satisfaction

2ife Style9 =ll the major brand players are maintaining their stocks in
garments section as their main focus is on the =pparel products
*roduct ranges is very high and meant for the high class consumers
0
100000000
200000000
300000000
400000000
500000000
600000000
'00000000
800000000
V1%,)2 M!3) M)"& L1$! S&42! 513 5)6))"
G)"m!*&% D!+&
G)"m!*&% D!+&
65
= high brand consciousness helping them to generate a remarkable
revenue with a high stock turn over ratio and smiling face of
customers
6ig 6a(aar9 -hey have their own brands in the garments department
with a reasonable price for the upper medium$ medium and average
class income groups -hough brand conscious people will think at the
time purchasing but customer are satisfied with the stock and as well
as /uality related to price
Aifts :e+artment9
4is/al ,ega ,art9 -hey are not focusing on the gifts stock for the
result customer flow and revenue from this section is very low and no
point is gaining for the customer satisfactory level

2ife Style9 = very large investment in the gifts section is found at the
time of study -hey are basically emphasi%ing on introduction of
personal grooming products and home furnishing products in the gifts
section -his department is solely for the upper class consumers and
customer satisfactory level is remarkable

6ig 6a(aar9 = wider range of products is found in gifts section for the
all income level people -hough the variety in the product categories is
high but the volume of stock in the same product is low "ow ever
customers are happy with the large number of collection of gifts items
0
10000000
20000000
30000000
40000000
50000000
60000000
V1%,)2 M!3) M)"& L1$! S&42! 513 5)6))"
G1$&% D!+&
G1$&% D!+&
66
7ards :e+artment9
4is/al ,ega ,art9 &tock in this department is taken care as
relatively low and itCs considered as a seasonal business

6ig 6a(aar9 &tock in this department is taken care as relatively low
and itCs considered as a seasonal business
0
20000
40000
60000
80000
100000
120000
140000
160000
V1%,)2 M!3) M)"& L1$! S&42! 513 5)6))"
C)"-% D!+&
C)"-% D!+&
67
,usic :e+artment9
4is/al ,ega ,art9 Music department is consisting of music$ movies
and games cd,dvdCs -he stock of game cd,dvdCs is higher than the
others and price range is relatively not for the medium and average
income groups though they are focusing on this income group only and
a result they failed to satisfy their customer needs

6ig 6a(aar9 -heir music department is also consisting of music$
movies and games cd,dvdCs and they have maintained a good balance
between the stock level in all the categories =nd also a remarkable
change is noted that they selling very low range products within this
copyright product categories -hey customer satisfaction level is high
with the fulfillment of their needs
1
<11111
011111
511111
211111
;11111
D11111
'ishal Mega Mart )ife &tyle (ig (a%aar
Music .ept
Music .ept
68
%n t/e .asis of revenue9
Com/ariso o# Reveues
S&#"! N)m! 2004(05.R%0/ 2008(09.R%0/
V1%,)2 M!3) M)"& 58500 196800
L1$! S&42! ((((((((((( 5000000
513 5)6))" 160500 481500

3 0**4"*59
=t the time of sunrise of organised retail industry in India$ the scenario
was not been like present days =t that time it was a very new concept
of marketing for the Indian consumers Anly the high class level and a
few upper medium class income group customers were visiting to
those retail markets -he perception of middle and lower class peoples
was that these stores had over,valued their products and to some
e#tent it was right also
3 0**#"*&9
@ow a days shopping in the retail stores is a very common things
*eoples are habituated to go into the retails in the weekends .ay by
day the organised retailers are becoming stronger to attract
customers "yper, markets like 'ishal mega mart$ (ig (a%aar$ "ome
town have the stock to fulfill all the needs of customers from alpine to
elephant
0
1000000
2000000
3000000
4000000
5000000
V1%,)2 M!3) M)"& L1$! S&42! 513 5)6))"
Com/ariso o# Reveues
2004(05.R%0/
2008(09.R%0/
69
%n t/e .asis of Revenue +er customer9
For the study of revenue per customer$ we have taken the contribution
of total customer flow on the total revenue of the stores on an average
of high customer flow days
Reveue /er customer 1asis
S&#"! N)m! 2004(05.R%/ 2008(09.R%/
V1%,)2 M!3) M)"& 450 1350
L1$! S&42! 6000
513 5)6))" 650 2100
4is/al ,ega ,art9 -hough the revenue per customer of the 'ishal
mega Mart increased from 0112,1; to 0113,1G but the revenue per
customer is significantly low than others =s their main customer base
is medium and average income group customers and also customer
flow is low so it generates significantly low revenue per customer

2ife Style9 -he customer flows in this store is basically refers to the
high and upper medium income level customers and though their
customer flow is lower but their return on investment is high so it
helps to earn a high income per customer
0
1000
2000
3000
4000
5000
6000
V1%,)2 M!3) M)"& L1$! S&42! 513 5)6))"
Com/ariso o# Reveue /er customer
2004(05
2008(09
70
6ig 6a(aar9 -hey are focusing on the all income level customers with
a high customer flows per day and have a base of brand consciousness
amongst the customer whichCs helping them to increase their revenue
per customer =lso there is a major contribution of the others
departments like grocery and vegetables department towards the per
customer revenue
71
Questionnaire (General)
%. Store name'
(. )ocation of the Store'
&i' (a$$ &ii' )enera$ &iii' *ense$" popu$ated area
C. *hich +ind of customers generally visit at your
store,
&i' +igh grade income $eve$

&ii' (edium grade income $eve$
&iii' ,verage grade income $eve$
D. -lo. of customer per day in your store'
&i' -e$o% 500 &ii' 500 to 1000 &iii' 1000 to 1500
!. Revenue earned per customer basis'
.n 2004/05 Rs. .n 2008/09 Rs.
-. In .hich department stoc+ is being ta+en care
comparatively in a lightly .ay,
&i' )arments &ii' )i!t items &iii' ards &iv' (usic
&v' 0one o! this
If not why you are emphasizing on every segment?
___________________________________________________________________
72
___________________________________________________________________.
&. Does the brand consciousness of customers divert them to
the different departments ,
1es 0o
If yes which type of customer?
Young Ol chil !eauty conscious people
/. Is the Information $echnology helping in R#I of the store,
1es 0o
If yes then which features is"are motivating?
#$% Online &v '&%"(ally Information 'ecurity
I. Does the good atmosphere in the store pic+ the sale up,
1es then why? ________________________________________.
0o then why? ________________________________________.
73
((his research is one only for the eucation purpose. (here is no financial"competitive motive.)
Questionnaire (Garment )epartment)
%. *hich +ind of customers generally visit at your garment
section and their flo.,
&i' +igh grade income $eve$ 2$o% 3
&ii' (edium grade income $eve$ 2$o% 3
&iii' ,verage grade income $eve$ 2$o% 3
(. Revenue generated by &arment section in your store
&i' +igh grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
&ii' (edium grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
&iii' ,verage grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
C. 0alue of average stoc+ maintained in &arment section' Rs.
74
D. Is your stoc+ efficient to revamp the Customer satisfaction in your store,
&i' 1es &ii' 0o
((his research is one only for the eucation purpose. (here is no financial"competitive motive.)
Questionnaire (Gifts )epartment)
%. *hich +ind of customers generally visit at your &ift section and their flo.,
&i' +igh grade income $eve$ 2$o% 3
&ii' (edium grade income $eve$ 2$o% 3
&iii' ,verage grade income $eve$ 2$o% 3
(. Revenue generated by &ift section in your store
&i' +igh grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
&ii' (edium grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
&iii' ,verage grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
75
C. 0alue of average stoc+ maintained in &ift section' Rs.
D. Is your stoc+ efficient to revamp the Customer satisfaction
in your store,
&i' 1es &ii' 0o
((his research is one only for the eucation purpose. (here is no financial"competitive motive.)
Questionnaire (*usic )epartment)
%. *hich +ind of customers generally visit at your 1usic
section and their flo.,
&i' +igh grade income $eve$ 2$o% 3
&ii' (edium grade income $eve$ 2$o% 3
&iii' ,verage grade income $eve$ 2$o% 3
(. Revenue generated by 1usic section in your store
&i' +igh grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
&ii' (edium grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
&iii' ,verage grade income $eve$4 Revenue in 2004/05
76
Revenue in 2008/09
C. 0alue of average stoc+ maintained in 1usic section' Rs.
D. Is your stoc+ efficient to revamp the Customer satisfaction
in your store,
&i' 1es &ii' 0o
((his research is one only for the eucation purpose. (here is no financial"competitive motive.)
Questionnaire (+ars )epartment)
%. *hich +ind of customers generally visit at your Cards
section and their flo.,
&i' +igh grade income $eve$ 2$o% 3
&ii' (edium grade income $eve$ 2$o% 3
&iii' ,verage grade income $eve$ 2$o% 3
(. Revenue generated by Cards section in your store
&i' +igh grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
&ii' (edium grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
77
&iii' ,verage grade income $eve$4 Revenue in 2004/05
Revenue in 2008/09
C. 0alue of average stoc+ maintained in Card section' Rs.
D. Is your stoc+ efficient to revamp the Customer satisfaction
in your store,
&i' 1es &ii' 0o
5uestionnaire !i$$ed up b" 4
*esignation 4
,ge 4
6or#ing here !or 4
*ate 7 Time 4
8$ace 4
(Be sure that all the details will be kept in safe and will not be disclosed or used on any
others purpose)
78
(han,ing for your valua-le time an support.
79
"+ASE-!!

80
T+E GREAT !ND!A "LACE
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